Interactive Standard Operating Procedures for Troubleshooting Home and Office WiFi issues.
Quickly troubleshoot WiFi issues, instantly providing accurate next steps to stakeholders. Access this SOP from inside of your ticketing system.
Copy templates to use them anywhere:
When you're a member of an IT Help Desk team, nothing is more frustrating than an issue with the WiFi. It can impact lots of users all at once, and they're often impatient for it to be resolved since little work can be completed until it's fixed.
This Text Blaze snippet will bring you through all of the appropriate WiFi troubleshooting steps, and it works directly inside virtually any ticketing system, including JIRA, Zendesk, and Freshdesk.
WiFi Connection Troubleshooting SOP
WiFi Connection Troubleshooting SOP
{note}What is the WiFi network location? {formmenu: ; Home WiFi; Business WiFi; name=location}{if: location="Business WiFi"}
Can other users connect to this network? {formmenu: ; yes; no; name=otherusers}{endif}{if: location="Home WiFi" or (location="Business WiFi" and otherusers="yes")}
Is WiFi enabled on the laptop? {formmenu: ; yes; no; name=wifienabled}{elseif: location="Business WiFi" and otherusers=no}
{error: Follow process for WiFi outage} {endif}{if: wifienabled=no}
{error: Check Network Settings – Re-enable if necessary, enter WIFI password, check connection to Google}
Did that resolve the issue? {formmenu: ; yes; no; name=resolve1}{elseif: wifienabled=yes} Can other devices connect? {formmenu: ; yes; no; name=otherdevices}{endif}{if: wifienabled=yes and otherdevices=no}
{error: Try restarting the router}
Did that resolve the issue? {formmenu: ; yes; no; name=resolve2}
{elseif: (wifienabled=yes and otherdevices=yes) or resolve1=no} Can the user connect their laptop to their mobile data? {formmenu: ; yes; no; name=mobileconnect}{endif}{if: mobileconnect=yes} Is the mobile data a different provider? {formmenu: ; yes; no; name=mobiledifferent}{endif} {endnote}{if: resolve2=yes or resolve1=yes} Great, I'm going to close this ticket since the issue has been resolved.{elseif: resolve2=no or mobiledifferent=yes} You will need to contact the broadband supplier to resolve this issue.{elseif: wifienabled=yes and otherdevices=no and resolve1=yes} Great, I'm going to close this ticket since the issue has been resolved.{elseif: mobiledifferent=no or mobileconnect=no} I will need to pass this incident to relevant 2nd Line Support for further investigation.{endif}
{error: Follow process for WiFi outage} {endif}{if: wifienabled=no}
{error: Check Network Settings – Re-enable if necessary, enter WIFI password, check connection to Google}
Did that resolve the issue? {formmenu: ; yes; no; name=resolve1}{elseif: wifienabled=yes} Can other devices connect? {formmenu: ; yes; no; name=otherdevices}{endif}{if: wifienabled=yes and otherdevices=no}
{error: Try restarting the router}
Did that resolve the issue? {formmenu: ; yes; no; name=resolve2}
{elseif: (wifienabled=yes and otherdevices=yes) or resolve1=no} Can the user connect their laptop to their mobile data? {formmenu: ; yes; no; name=mobileconnect}{endif}{if: mobileconnect=yes} Is the mobile data a different provider? {formmenu: ; yes; no; name=mobiledifferent}{endif} {endnote}{if: resolve2=yes or resolve1=yes} Great, I'm going to close this ticket since the issue has been resolved.{elseif: resolve2=no or mobiledifferent=yes} You will need to contact the broadband supplier to resolve this issue.{elseif: wifienabled=yes and otherdevices=no and resolve1=yes} Great, I'm going to close this ticket since the issue has been resolved.{elseif: mobiledifferent=no or mobileconnect=no} I will need to pass this incident to relevant 2nd Line Support for further investigation.{endif}
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