The first thing that you would do is gather information. Find out what's going on. Are they able to connect, are they getting knocked off when connected, find out what kind of connection they are using for example mobile, wifi, ethernet, etc. Next, you need to know if the problems are happening at the same time every day on the same days. Then you will need to ask for them to try and use a different device to see if they will have the same issue. You will follow with a speed test and then a ping test. If the employee is using a VPN, ask them to disconnect from the VPN to test the connection. Also, try to reboot the router. You want to make sure that all devices and networks are up to date.

First and foremost, gather information from the user about whether he/she can connect to the internet or not. If not, guide him/her through diagnosing internet connectivity, which involves even restarting the router. Secondly, check the issues with the VPN which involves even simulating with your laptop to check for issues with VPN and firewall configurations, if the laptop works check for software conflicts or updates on the user machine and update accordingly. Lastly, advise the user to reboot his/her machine this refreshes any hanging programs and keeps all the software updated.

In my experience, I always step to directly contact the employee and any possible management to discuss the issue, possible approaches, and Service management to establish possible solutions. There is always a point to connect with the employees, drive directly to the place, and investigate "face-to-face." The point is that the employee may need to gain complete knowledge or experience of the network or even make a mistake. Building a knowledge base and investigating the problem directly is the quickest way to fix the problem.

Effective troubleshooting for remote network issues starts with isolating the problem. First, I gather details on affected users, locations, and timing to identify patterns. Next, I check VPN, DNS, and firewall settings and ensure that remote configurations align with security protocols. Using monitoring tools, I assess network traffic and latency issues. For persistent problems, I collaborate with the ISP for further diagnosis. Throughout, I keep remote employees informed to minimize downtime and provide guidance on basic network checks.

These are the steps I would suggest you follow: 1. Gather Information: Ask your remote employees to describe the issue clearly, including when it started, what they were doing, and if they've tried any solutions. 2. Check the Basics: Have them restart their router, modem, and computer. Ensure all cables are properly connected. 3. Test Internet Connection: Ask them to use a speed test to check internet speed. If it is slow, ask them to contact their ISP. 4. VPN Issues: If they are using a VPN, check its connection status and ask them to try reconnecting. 5. Remote Diagnostics: Use remote tools to check their device's settings and troubleshoot directly. One product I recommend is ThousandEyes