Restoring Network Access After a Critical Hardware Failure

The Situation

A Network Outage That Stopped Work in Its Tracks

The healthcare organization experienced a major network outage at one of its locations. Users could connect to the wireless network, but they were not receiving IP addresses. Without an IP address, devices could not access internal systems or the internet, effectively halting normal operations.

At first, the issue appeared to be a typical wireless or DHCP problem. As troubleshooting continued, it became clear the problem extended beyond Wi-Fi. Certain wired devices in the building were also affected, pointing to a deeper issue within the network’s connectivity chain.

The Challenge

Finding the Failure in a Complex Network

The organization’s network was highly interconnected, with many switches linking different areas of the building. The team reviewed DHCP early and confirmed it was not the cause. That ruled out a simple configuration issue and pointed to a physical break somewhere in the network.

In a setup like this, finding where traffic stops can take time. When switch paths and connections are not clearly understood, troubleshooting can turn into guesswork. That uncertainty can extend outages and disrupt daily work.

The Solution

Using Documentation to Diagnose the Issue

ITonDemand relied on accurate, readily available network documentation to map the environment’s structure. That documentation made it possible to trace connectivity paths and identify where communication was breaking down.

Through that process, the team discovered a failed centralized switch. A replacement was ordered immediately and installed the following day. The diagnosis was correct on the first attempt, and the hardware replacement resolved the issue without further changes.

The Result

Complete Restoration With Minimal Downtime

The network outage was fully resolved once the failed switch was replaced. Users regained normal access to systems and online resources, and no additional issues surfaced after the fix. From identifying the problem to installing the replacement hardware, the turnaround took roughly 24 to 48 hours.

Although the issue stemmed from a common hardware failure, clear network documentation played a key role in resolving it efficiently. With an accurate map of the environment, ITonDemand was able to pinpoint the failure location without prolonged troubleshooting, preventing a longer disruption.

Our Partner

About the Regional Healthcare Organization

This regional healthcare organization supports health and wellness initiatives across the communities it serves. Its work is informed by research and data to help guide programs and services. The organization collaborates with local partners, recognizing that community involvement plays an important role in sustaining long-term improvements.