🧩 Troubleshooting Ticket Simulation

Scenario: A user reports intermittent internet access and slow application logins on a Windows laptop.

Goals

  • Identify root cause
  • Restore stable connectivity
  • Document steps for handoff

Environment

  • Windows 10/11
  • Office Wi-Fi (WPA2)
  • Router: 192.168.1.1
  • DNS: 1.1.1.1 / 8.8.8.8

Steps Taken

  1. Gathered facts (scope, recent changes, error messages)
  2. Network triage: ipconfig, ping, tracert, nslookup
  3. Reset Winsock & TCP/IP stack, updated NIC driver
  4. Switched to public DNS, flushed cache
  5. Resynced NTP to fix Kerberos/SSO delay

Commands

ipconfig /all
ipconfig /flushdns
netsh winsock reset
netsh int ip reset
w32tm /resync

Test-NetConnection -ComputerName contoso.com -Port 443

ping -c 4 8.8.8.8
traceroute 8.8.8.8

Outcome

  • Restored stable connectivity
  • Reduced login time from 45s to 8s