Troubleshooting workflow
How to prove whether a network issue is client-side or site-wide.
The fastest way to reduce repeat tickets is to collect evidence from two viewpoints: the affected phone or laptop path and a stable appliance inside the customer network.
Step 1: capture the client experience
- Run a phone-side Quick Scan from the affected location.
- Record RSSI, BSSID, channel, link speed, DNS latency, HTTP latency and captive portal status.
- Run Wi-Fi Live when the complaint happens while moving or roaming.
- Save the result with timestamped notes before changing AP placement or client settings.
Step 2: compare with site telemetry
- Check appliance gateway reachability, WAN speed, packet loss and jitter.
- Compare DNS and HTTP/TLS checks from inside the LAN with phone-side results.
- Review active alerts, recent cleared alerts and monitored missing devices.
- Look for shared symptoms: if appliance and phone both fail, start with WAN, DNS, gateway or service path.
Step 3: decide where to look first
- Phone bad, appliance healthy: inspect Wi-Fi coverage, roaming, client adapter, captive portal or local device policy.
- Phone bad, appliance bad: inspect gateway, WAN, DNS, firewall/proxy or upstream service.
- Phone healthy, appliance bad: inspect the configured appliance target, LAN path, monitored device or baseline threshold.
- Both healthy now: use history, reports and repeated samples to document intermittent behavior.
Evidence to hand over
A useful ticket update includes timestamps, phone-side values, appliance-side values, the suspected fault domain and the next action. Infracheck reports are designed to package those details without sending a raw dashboard screenshot to the customer.
Related Infracheck workflows
- InfraZoom Android Wi-Fi diagnostics app for field evidence.
- Docker network monitoring appliance for customer-site telemetry.
- Network evidence reports for customer handover.
- Phone vs appliance diagnostics for fault isolation.