Power first
GFCI, chewed cable, a brick that got wet, a unit that never rebooted after a blink.
Outage desk
Offline is a diagnosis, not a personality trait of the kit.
We start with power and lights, then obstruction, then whether the account is even supposed to be in service.
Then the sky
Snow cap, ice, a new obstruction the app is already drawing in red.
Then the account
Paused service looks like a hardware death. We check the story before you buy parts.