FICTIONAL TRAINING DEMO. Use only the supplied source text below; do not search work files, email, calendars or the web. Produce drafts only.

Using only the supplied demo ticket and VPN runbook, draft a troubleshooting checklist for a support technician. Separate user-reported symptoms from documented steps and unverified hypotheses. For each documented step cite the runbook section. Ask for missing environment details. Finish with a 100-word reply draft. Do not invent a root cause, request credentials, or claim a fix was performed.
Cite reported symptoms and device to [Ticket IT-104], not R1. Label additional suggestions separately from documented runbook steps.

SOURCE TEXT
FICTIONAL IT TICKET AND RUNBOOK — training reconstruction of the earlier test
Ticket IT-104: VPN disconnects around ten minutes. Windows 11, home Wi-Fi. VPN version and error message unknown.
R1: Ask for VPN version, error message, time of disconnect, and whether other apps are affected.
R2: Check the service status.
R3: If appropriate and available, test a trusted wired connection.
R4: Collect a sanitized diagnostic log and escalate if unresolved.
Do not request passwords or disable security controls.