Triage notes

Guides

Written the way a support engineer talks after the fifteenth ticket of the morning. No invented outage statistics. If we do not have a feed, we say so.

• Outlook disconnected or not syncing: is it Microsoft or you?The first ten minutes of an Outlook Disconnected ticket — OWA vs desktop, profile vs outage, and when to stop rebuilding PCs.
• Teams video calls freezing: outage or network?How to tell a Teams outage from packet loss, proxy hairpins, and a congested office circuit.
• Okta SSO not working: outage, MFA, or account lockout?Tile page dead, one app failing, or MFA that never arrives — three different tickets that all get written up as 'Okta is down'.
• Stripe card reader offline: outage or the till Wi-Fi?Terminal offline is almost never the global Stripe API. Work the reader, the LAN, then the public Atom feed.
• Slack not loading: is AWS down?When to blame Slack, when to blame AWS us-east-1, and when it is your proxy eating websockets.
• Why a site works for everyone else but not meDNS, cache, ISP paths, school/work filters, and regional blocks — the cases where the vendor is up and you still cannot load it.