One ticket in Portsmouth made me question remote access tools

Tuesday night a user in Portsmouth called about a blue screen loop and I dialed in through our usual remote client, but the agent kept dropping every 3 minutes. After fighting it for an hour I drove 40 miles with my laptop and found the issue was a failing NIC that also killed the remote service on boot. So which do you trust more for tricky hardware failures, on-site eyes or remote diagnostics with a stable connection?

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