slowly. the user also says that they have not received any emails all morning, but they normally get at least 5-10 emails each day. the help desk technician gets permission from the home user to remotely access their computer and runs some diagnostic scripts. the technician determines that the cpu performance is normal, the system can ping the local router/gateway, and the system can load websites slowly, or they fail to load completely. during the diagnosis, the technician also observes the remote connection dropping and reconnecting intermittently. which of the following should the technician attempt to perform next to resolve the user's issue?