Basic troubleshoot for connectivity issues

This is the first call we have had in the US office with a support issue for Noah Mobile and I’d like to have some ‘go to’ steps for troubleshooting. Here is what I have, do you have suggestions?

1. Check their internet connection
2. Check that the Noah mobile service is available - connect from himsa with our app as a test
3. Check if their alias is found using the remote host diagnostic tool, to determine if their Noah Server is up and running with Noah Mobile
4. Set the logs to debug and try to connect again, grab log files.
5. If a Queue Request: StopQueue is found, let you know so you can clear queue
6. Send logs to you