If a server is offline in the morning or any time please use the following steps to diagnose the problem:

• Log a ticket!
• Include in the ticket the time it went offline, if a user has called to report the problem include any information they give.
• Are all the PC's also offline?
  • If you can get onto one of the PC's can you ping the server or browse to any of the shares?
  • Can you remote desktop to it?
  • If you can't get to its interface but you can ping it, then follow the instructions in the article on using ILO / iDRAC, this will allow you to see what's on the servers screen, if it has this setup there should be instructions in sugar.
• Check the ticket history for similar previous incidents - a recurring issue may have an established resolution/workaround
• Is the broadband online?
  • Can you access the routers remote interface, browse to their external IP address with the port 8000, 8080 or 8008
    • If this loads but their network is not working internally, it could be a switch causing the problem?
  • If this won't load then the router may be the issue
    • Do we provide the broadband? If so is it showing as offline in the portal
    • If it's online but you can't access the routers remote interface then drop the connection from the portal
      • Once it has come back up check if you can access the interface again, if you can the server will likely come online
    • If it doesn't come back up or it does but you still can't access the router or the server then call the customer
      • Can they browse to any shares on the server?
      • If yes then its the internet connection/router, ask them to power off the router for 5 minutes and then put back on
        • If this doesn't help and we provide their broadband run an intrusive test and call the provider.
      • If no then either the server is an issue or there is an internal network issue
        • Ask the user to open cmd, type the command ipconfig and make a note of the IP and default gateway
        • If they get a 169 address the PC cannot communicate with whatever is giving out the IP addresses, or the DHCP service is not running.
        • If they can a normal IP, can they ping the default gateway?
          • If they are not able to ping the default gateway then there is something wrong on the internal networking
            • Has anything been unplugged or plugged in, e.g. an AP?
            • Ask them to check the router lights
            • Trace the cable from the wall socket to the router is it all plugged in, get them to unplug and plug back in one end at a time
        • If yes then can they ping 8.8.8.8
          • If no then they can get the router but not out to the internet so there is something wrong with the broadband
        • If yes can they ping www.bbc.co.uk 
          • If so then the broadband should be working
          • If no then there is a DNS issue, use ipconfig /all to find out the DNS server and go from there.

• If you are still having problems with it then escalate it, making sure you include all the results of the above in the ticket.
• If it's in the morning consider if Tony/Dan are going to be going past / can go and investigate.