Customer Issue: “My Edge was working fine but now I can’t connect to the internet/Secure Lobby.”

Opening: “I understand your activated Edge is having connectivity issues. Let me check your Edge status and diagnose the connection problem systematically.”

Initial Status Check:

1. “I’m looking at Edge [EDGE_ID] in the Management Console.”
2. “I can see it was last online [TIME] and current status is [ONLINE/OFFLINE].”
3. “Let me check both your local network connection and Secure Lobby status.”

Connectivity Issue A: Local Network Problems

Diagnosis:

• “Checking your Edge’s network connection details…”
• “I see your Edge should be connected to [NETWORK_NAME] but showing [STATUS]”

For Wi-Fi Issues:

1. “Your Edge was connected to SSID ‘[SSID]’ with signal strength [%]”
2. “Current status shows [connected/disconnected/poor signal]”
3. “Let me check if the Wi-Fi credentials have changed or signal degraded”

Resolution Steps:

1. “Let’s reconnect to your Wi-Fi network. Can you access https://192.168.61.1?”
2. “I’ll guide you to the network settings to refresh the connection”
3. “If signal is weak, we may need to add a closer network or use ethernet”

For Ethernet Issues:

1. “Your Edge shows ethernet connection as [STATUS]”
2. “Check physical cable connections to ETH1 (LAN) and ETH2 (WAN if applicable)”
3. “I can see if DHCP is getting proper IP assignment”

Connectivity Issue B: Secure Lobby Disconnection

Diagnosis:

• “Your Edge has local internet but Secure Lobby shows [DISCONNECTED/UNSTABLE]”
• “Checking your Policy Group external network routing settings…”

Common Causes & Resolutions:

Cause 1: External Network Routing Disabled

• “Your Policy Group [GROUP] has ‘Start Secure Lobby on Boot’ set to [DISABLED]”
• “I’m enabling this setting now – your Edge should reconnect within 60 seconds”

Cause 2: Corporate Firewall Changes

• “Your Edge can reach the internet but cannot establish VPN tunnel to Secure Lobby”
• “This typically indicates new firewall restrictions blocking VPN protocols”
• “Required: Allow HTTPS (443) and VPN traffic from your Edge’s IP range”

Cause 3: ISP/Network Provider Issues

• “I see multiple Edges in your area experiencing similar disconnections”
• “This suggests ISP-level connectivity issues or routing problems”
• “I’m escalating to our network operations team for investigation”

Connectivity Issue C: Intermittent Connection Drops

Diagnosis:

• “Your Edge shows pattern of connecting/disconnecting every [TIME_PERIOD]”
• “Let me check power management and network stability settings”

Resolution Steps:

1. “Checking if your Edge is getting consistent power (USB-C for Endpoint, 8-36V for Gateway)”
2. “Reviewing network quality metrics – packet loss, latency spikes”
3. “May need to adjust network priority settings or add backup connection”

Connectivity Issue D: Cannot Access Specific Assets

Diagnosis:

• “Your Edge and Secure Lobby are connected, but you can’t reach specific assets”
• “This is typically a Layer 4 access control or asset discovery issue”

Troubleshooting Steps:

1. “Let me check if the asset [ASSET_NAME] is discovered and visible in SL”
2. “Verifying the resource ports are enabled: [PORT_LIST]”
3. “Checking zone routing between your location and target zone”

Resolution:

1. “I found the issue – [SPECIFIC_PROBLEM]”
2. “Enabling the required resource/adjusting zone routing now”
3. “Test accessing [BYOS_IP]:[PORT] – it should work immediately”

Connectivity Issue E: Performance Degradation

Customer Report: “Connection is slow or unreliable”

Diagnosis:

1. “Checking your Edge’s performance metrics and connection quality”
2. “Reviewing bandwidth usage and any policy restrictions”
3. “Looking for any blocking/filtering that might affect performance”

Common Resolutions:

1. “Your Policy Group has country/domain filtering that may slow connections”
2. “Network congestion during peak hours – checking QoS settings”
3. “May recommend ethernet connection for better stability”