I have a number of users who connect to Published Applications over the internet. (Workers work from home). On any given day, user A can stay connected to the remote app with no disconnections for 8 hours, no problem. On the same day, user B may be disconnected 10-15 times during the exact same time period.
This is oversimplifying a good deal - there are many users who are fine, and many users with disconnections at different times of the day. (If everyone got disconnected at the same time, I could wrap my head around the idea of it being an issue on the server/our network).
My question is: how does one go about troubleshooting this? Their computers are all company provided. However, users are responsible for their own router/firewall/internet providers. They of course will call their internet provider, who will in turn "test their connection", and they'll be told that their connection is fine.
I need to be able to show WHAT is happening (both to the user and to myself), so that I can then troubleshoot further.
I've toyed with the idea of running Network Monitor/Wireshark, but honestly, I'm not real sure WHAT I'm looking for.
Anyone have any troubleshooting tips/tricks to share?