Overview
This article helps diagnose and resolve cases where a user is unable to access the internet. Issues may be caused by network configuration, firewall restrictions, device-level errors, or ISP-related outages.
Common Causes
- Disconnected or faulty network cable/Wi-Fi
- Incorrect IP configuration
- Firewall, proxy, or DNS restrictions
- Suspended account or device blocked by security tools
- ISP or corporate network outage
Troubleshooting Steps
- Check Physical Connectivity
- Ensure Wi-Fi is enabled or LAN cable is secure.
- Restart router or switch (if applicable).
- Verify Network Settings
- Check IP address, DNS, and DHCP configuration.
- Run network diagnostics on the device.
- Check Security & Access Controls
- Confirm the device is not blocked by the firewall.
- Verify the user account is active and compliant.
- Test with Another Network
- Connect to a hotspot/Wi-Fi to isolate the issue.
When to Escalate
Escalate to CPS Support if:
- The device still cannot access any network
- Firewall/endpoint protection is blocking access
- Multiple users are affected (likely a network outage)
- There is suspected malware or device compromise
Support Contact: info@cloudproductivity-solutions.com
Alternatively, Raist a Ticket through the Self service portal