First, I would verify if the user's device is physically connected to the network, either through a wired connection or Wi-Fi. If it's a Wi-Fi connection, I would ensure that the device is connected to the correct network and that the Wi-Fi is enabled. Next, I would check the network settings to see if the device has a valid IP address. If not, I would try releasing and renewing the IP address using the command prompt. I would also check if there are any proxy settings or VPNs that might be interfering with the connection. If the issue persists, I would look into the device's firewall settings to ensure they're not blocking the connection. Finally, I would test the connection by pinging a reliable external server to confirm if the device can reach the internet. If these steps don't resolve the issue, I would escalate it for further investigation.