The correct answer would be C) no internet connection. This is because a VPN is a virtual private network, and still needs an internet connection to make it work.
The easiest thing that anyone could tell Diane is to reset her modem or try manually disconnecting and reconnecting on the device. Probably in the reverse order they are listed here. If a device has no internet connection, they cannot connect to any kind of a network, whether it is a VPN or not.
That said, if the customer has no wifi, connecting to a modem directly might be their best bet. This way, they’re always connected to the internet and all they have to do to reset it is either physically reset the modem or turn internet off and back on on their device.
Local dns cache issue-2. network/isp dns issue-3. no internet connection-most likely, they do not have an active internet connection. it is within your scope to assist the customer with turning on the wifi antenna and/or guiding them through the process of connecting an ethernet/wired connection. however, it is in the customers best interest to call their isp for further assistance. tip: if the customer does not use a home network router, especially, when connecting directly to a cable modem, the customer may need to powercycle the modem to obtain an ip address if it was just connected to anther computer/networked device. see kb article #:30575
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