Check the time window
Compare the last check-ins. Separate a simultaneous loss of connectivity from devices that were already offline.
Investigate devices that go offline together.
A group of devices loses connectivity at the same time. Work from the affected devices, their shared network and the evidence available to decide what to check next.
- Worked reference scenario; test the conditions and routing on your own fleet.
- An offline device cannot provide a live terminal session. Use collected history until it reconnects.
- Incident handling and on-call escalation require Business+.
Identify the affected group.
Start with what the devices have in common, rather than assuming that every offline device has the same cause.
Compare shared dependencies
Group the affected devices by site, carrier or product type using the metadata your team maintains. Check whether devices outside the group are still online.
Review what is known about the devices.
Use the device record and collected history to choose the next useful check.
Find the responsible people
Check the customer, site and assigned owner. Identify who can check a local network, account or power supply if the device remains unreachable.
Look for a recent change
Review available logs, check-ins and recorded changes around the outage. Missing connectivity is evidence of a symptom, not proof of a carrier fault.
Act, communicate and check recovery.
Keep the investigation tied to the affected equipment and verify the result.
Record the response
Use Business+ incident handling to keep ownership and investigation notes together. Publish a customer status update when appropriate.
Investigate after reconnection
Once the agent is online, use remote access and fresh diagnostics to check the service. Verify that the affected group recovers, not just one device.
Explore this capabilityWork through the network outage playbook.
Follow the detailed investigation, then test a representative condition and notification route on your own fleet.