This ticket arrives worded the way real tickets are worded. The employee says the internet is down and that no websites will load. The browser is showing a DNS error on every site, which makes it tempting to treat the whole thing as a DNS problem. It is not, and the very first command tells you why.
Working the ticket in order
- Verify who you are speaking to and which device they are on before you connect to anything.
- Run ipconfig /all and read the address. An address beginning 169.254 with an empty default gateway means no DHCP server answered.
- Ping the default gateway. Every packet is lost, which confirms the machine has no usable path off its own segment.
- Try a name lookup. It fails because the adapter never received a DNS server to ask, which explains the browser error without DNS being the cause.
- Run ipconfig /renew, then read the result rather than assuming it worked.
That last step is where this stops being a quiz. The renew does not succeed. It returns an error saying it was unable to contact your DHCP server and that the request timed out, and the address is unchanged. A technician who typed the command and closed the ticket would have closed it broken, and the user would be calling back within the hour.
What the output has already told you
- The adapter is enabled and reports a physical address, so this is not a disabled interface.
- DHCP is enabled on the adapter, so nobody has manually set a static address.
- A self assigned address with an empty gateway means the request left and nothing answered.
- The failed name lookup is a consequence of having no DNS server, not a separate fault.
- A failed renew means the problem is still live rather than a stale lease that needed refreshing.
From here the evidence allows exactly two possibilities: something on this machine cannot complete a DHCP request, or nothing on that network segment is answering them. The question that splits them is whether anyone else is affected, and that single answer decides whether this is a desk side fix or an escalation to whoever owns the network.
Whatever the cause turns out to be, the ticket is not finished until the machine holds a real address, the user has loaded a page themselves while you watch, and the note records what you found. A note saying fixed internet is worth almost nothing to the next technician. A note recording the self assigned address, the failed renew, and what finally restored the lease is worth a great deal.