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Old 25th May 2020, 07:45 PM   #1961
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Problem solved!
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Old 25th May 2020, 08:07 PM   #1962
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Originally Posted by Modified View Post
I provide tech support mainly through email for a product that I develop. Here is the all too common scenario:

- User reports a problem.

I ask three simple questions, the answers to which will almost certainly identify the cause.

- Two days later, user answers question one only.

I repeat questions two and three.

- One week later, user answers question two only.

I repeat question three.

- User is never heard from again.
That's sort of how I handle tech questions from my sister. Instead of replying immediately with all sorts of triage questions, I just wait a few hours and she has somehow resolved it by then.


Originally Posted by Wudang View Post
Yeah, it's in the custom install options. This is a 3rd party vendor option, opinion is divided.
https://i2-prod.dublinlive.ie/incomi...-sharpener.jpg
That's a great word, but I don't think I can submit it to the "new and obscure words" thread because it's a foreign word.
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Old 25th May 2020, 08:13 PM   #1963
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Originally Posted by Modified View Post
I provide tech support mainly through email for a product that I develop. Here is the all too common scenario:

- User reports a problem.

I ask three simple questions, the answers to which will almost certainly identify the cause.

- Two days later, user answers question one only.

I repeat questions two and three.

- One week later, user answers question two only.

I repeat question three.

- User is never heard from again.

The pressure sounds monstrous.
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Old 25th May 2020, 09:52 PM   #1964
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Originally Posted by quadraginta View Post
The pressure sounds monstrous.
Sure. Sometimes I do want to know the answer though, as it may affect others.

The main thing is that it is weird. I suspect that most of the people fully answering are sitting at a computer, and most of those not doing so are using a phone.
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Old 26th May 2020, 10:16 AM   #1965
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Well, today I had to call my company's general Help Desk. My phone's software forced me to upgrade it this weekend, and as a result one layer of the required security app stopped working so now I can't get work email on my phone. So I called the Help Desk, who are not qualified or expected to help with that but are supposed to transfer callers to the people who can. Apparently the problem sounded just too horrible to contemplate, because the guy simply hung up on me when I explained the problem. I guess I'll try another day. I don't even want work email on my phone, but the company pays me an extra $40 a month if I do have it there.
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Old 26th May 2020, 10:28 PM   #1966
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Heh. There are a bunch of reasons that I've hung up on someone, but none of them were deliberate. The latest was when I was explaining to someone how to turn off the wifi on their laptop and reconnect, so of course I was following along as I was explaining it...
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Old 27th May 2020, 12:33 AM   #1967
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Originally Posted by arthwollipot View Post
Heh. There are a bunch of reasons that I've hung up on someone, but none of them were deliberate. The latest was when I was explaining to someone how to turn off the wifi on their laptop and reconnect, so of course I was following along as I was explaining it...
Change to VOI internal telephone system, company network goes down, no one can contact the IT department, yes it actually happened in a company with over 20,000 staff. Who would have thought eh?
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Old 27th May 2020, 12:44 AM   #1968
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Originally Posted by Darat View Post
Change to VOI internal telephone system, company network goes down, no one can contact the IT department, yes it actually happened in a company with over 20,000 staff. Who would have thought eh?
Yep, I've lived through one of those too. We're entirely VOIP, and when working from home using Direct Access. I drop off the corporate network fairly regularly, the last time about five minutes ago - though I don't think it's happened while I was actually on a call.
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Old 27th May 2020, 09:37 AM   #1969
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Originally Posted by TragicMonkey View Post
Well, today I had to call my company's general Help Desk. My phone's software forced me to upgrade it this weekend, and as a result one layer of the required security app stopped working so now I can't get work email on my phone. So I called the Help Desk, who are not qualified or expected to help with that but are supposed to transfer callers to the people who can. Apparently the problem sounded just too horrible to contemplate, because the guy simply hung up on me when I explained the problem. I guess I'll try another day. I don't even want work email on my phone, but the company pays me an extra $40 a month if I do have it there.
I had that happen when I had a call scheduled for before work hours on a Monday, except it wasn't a forced update. The other attorney on the call didn't update their phone because it was a known issue with their security system that updates caused it to trip until IT figured out a solution in a day or two. Being new to the system, I updated the app as I went to bed and woke up to take a call that I couldn't get into because all of the call info was in my inaccessible email. I drove to the office and got there for just enough of the call to hear the other attorney throwing me under the bus. My "thanks" was met with silence. We never really got along after that.
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Old 28th May 2020, 06:23 AM   #1970
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I'm really tired of having to explain to people that no, I can't get data out of a database if nobody put that data into the database to begin with. "But but but they need those codes!!!" Okay, then, put those codes in there. Or maybe if you pray hard enough God will do it for you, then I can return the results on the query. "Dear God, please enter the taxonomy codes for a hundred thousand providers, including ones not even with our company, by tomorrow. Thanks! Also update some LOINCs we're missing."
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Old 28th May 2020, 07:54 AM   #1971
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Ah yes the "My job is very, very important...but only in the context of it means other people should stop on a dime to pull miracles out of their asses to support it / make it easier, never in the sense that I should have to work hard at it" mentality. I know it well,
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Old 28th May 2020, 12:53 PM   #1972
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Originally Posted by arthwollipot View Post
Good news. I actually got the opportunity to do some one-on-one training for this guy tonight.
Did you need the roll of carpet?
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Old 28th May 2020, 10:16 PM   #1973
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Originally Posted by catsmate View Post
Did you need the roll of carpet?
No, but he had some surprising gaps in his knowledge.

And after months of not even thinking about it, I had to tell two T1s today how to use Powershell to publish an App-V app.
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Old 29th May 2020, 01:27 AM   #1974
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Being asked about the specifics of a fix for a problem I was called out for. No, I was the mug trying to apply sicking plasters to the problem all around midnight, it was your guys who caused the problem and "fixed" it
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Old 2nd June 2020, 08:13 PM   #1975
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Anyone else her had to manage VoIP using Cisco Unity?



Everyone here agrees that VoIP tasks are the worst.
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Old 2nd June 2020, 09:43 PM   #1976
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I think CNN is using Cisco Webex for almost all their remote interviews (because the marquee says so) and it looks like a POS. Massive pixellation, constant loss of signal -- they must have signed a low-bid contract or something.
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Old Yesterday, 09:35 AM   #1977
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Originally Posted by arthwollipot View Post
Anyone else her had to manage VoIP using Cisco Unity?
The banes of my existence, in rough order:

1. Windows Distributed File Systems
2. Bitlocker
3. Cisco Unity
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Old Yesterday, 02:16 PM   #1978
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Originally Posted by JoeMorgue View Post
The banes of my existence, in rough order:

1. Windows Distributed File Systems
2. Bitlocker
3. Cisco Unity
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Old Yesterday, 04:07 PM   #1979
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Originally Posted by JoeMorgue View Post
The banes of my existence, in rough order:

1. Windows Distributed File Systems
2. Bitlocker
3. Cisco Unity
I... can't really disagree with that list.

For those not in the know, Cisco Unity is one of the worst pieces of software ever to drive a technician to insanity. The process of allocating Lines and Speed Dials is an eldritch nightmare requiring equal parts complex analytical problem solving and repetitive copy-pasting.

I believe my older brother still works for Cisco. I'm going to rag on him so hard next time I see him.
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Old Yesterday, 07:09 PM   #1980
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Originally Posted by JoeMorgue View Post
The banes of my existence, in rough order:

1. Windows Distributed File Systems
2. Bitlocker
3. Cisco Unity
I notice the first two are Microsoft products. However that may say more to the ubiquity of Windows in the business environments than the quality of the software itself.

From what I've seen of Bitlocker, mostly from people posting comments about it, it's actually well designed and fit for its purpose, namely providing a solid encryption environment for Windows. Please feel free to correct me on this!
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Old Yesterday, 08:25 PM   #1981
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Originally Posted by Blue Mountain View Post
I notice the first two are Microsoft products. However that may say more to the ubiquity of Windows in the business environments than the quality of the software itself.

From what I've seen of Bitlocker, mostly from people posting comments about it, it's actually well designed and fit for its purpose, namely providing a solid encryption environment for Windows. Please feel free to correct me on this!
That's the intent, yes. But problems occur when the software incorrectly identifies an activity as a potential hacking attempt and locks the computer down. And then they have to call us. We generate an unlock code which is a 48-digit number that we have to read out over the phone, and they have to enter correctly.

This happens on a regular basis. There are times when we've pushed out software updates, and Bitlocker freaks out, resulting in a ton of calls to the Service Desk. At those times it gets quite surreal, with many operators constantly and simultaneously droning out random sequences of numbers.
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Old Today, 02:46 AM   #1982
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Ugh. Had to use Cisco Unity implemented by amatuers at my last job at a major bank.


At IBM Hursley in the 90's we had what was called Computer Aided Telephony development in the lab. Separate teams for actual "phone" functions and "mailbox" etc. No problem, they wrote a combined doc that described nicely how to just do stuff with the phone sat on on your desk.
Then it got "fixed" by corporate. Now 2 separate guides written separately and customer "support" were baffled that we expected a single doc on just how to use our phones.
Oh yeah they also locally integrated telephony and Lotus Notes, worked great and I think it would have sold. Integrating email, phone and IM(Sametime)? Crazy talk according to corporate.
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Old Today, 03:16 AM   #1983
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Originally Posted by Blue Mountain View Post
I notice the first two are Microsoft products. However that may say more to the ubiquity of Windows in the business environments than the quality of the software itself.

From what I've seen of Bitlocker, mostly from people posting comments about it, it's actually well designed and fit for its purpose, namely providing a solid encryption environment for Windows. Please feel free to correct me on this!
It's a hair-trigger tool that reacts badly to a vast array of "threats".
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Old Today, 05:39 AM   #1984
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Bitlocker is a textbook example of "Well it works in the lab."

The problem is functionally being used in any normal working environment it's a ticking time bomb that will essentially brick a computer at the worst possible moment with no effective way of troubleshoot via any method other then "via relayed instruction to end user" which is the absolute worse possible way to troubleshoot.

Basically Bitlocker, for all it's noble and useful intent, is ransomware that will take it upon itself to lock out a PC and not let you back on until you can get the end user to type in 40 characters of gibberish correctly.
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Old Today, 05:40 AM   #1985
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As to Cisco Unity, and at first this might sound like a case of praising with faint damnation, my main issue is that I don't have to use it often enough to become "Second nature comfortable with it" like I am with Active Directory and Exchange Management Console and all that jazz.

I basically have to relearn it everytime I have to use it.
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Old Today, 06:58 AM   #1986
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I'm currently setting up a new site, my primary client has expanded and is opening up a new clinic. No biggie, done this several times.

I'm got about 10 standard HP mini-PCs set up. I set them all up, plugged them all in, got them on the network, all right as rain. Head back to home office to work remotely.

But 6 of them keep going offline. Over and over. I'll remote into them, start doing something, and 5-10 minutes later they shutoff. Sometimes they'll come back online later, sometimes not.

So I go back onsite. Go to all the rooms. Turn on the computers back on. Stay there. Log into them. Give it a few minutes. Nothing happens.

I pull out my laptop, jump on the wifi, and sit on the front desk of the new office and pull up each machine, and start the install process again.

I'm on the next to last machine when two things happen simaltaniously and everything becomes clear. The machine drops out of the remote desktop session... and out of the corner of my eye one of the office lights turn out.

Yep this is going exactly where you think it is. Someone on the design/building team for this new building decided some of the outlets had to be wired to the lightswitch, so they turn off when the light turns off. Problem.

A) There is indicator outside of trial and error which light switch is wired to the outlets and which ones are (I soon learned the bottom outlet is wired to the switch, the top is not.)

B) The Light Switches are also motion controlled and turn off if no one is in the room for a few minutes.

I was setting up PCs and the light switch motion detector was turning them off as soon as I left the building. I hadn't noticed because until the last few days people were working in the building with enough motion to keep the lights on the entire time.
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Old Today, 09:24 AM   #1987
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Grrr. Idiot asked me in May for A, B, and C. Just finishing it up this week...and he asks whether D, E, F, and G are included. No, I reply, because he didn't ask for them. Oh, he said, well it was supposed to be included. Okay, I say, then I'll add to it but it'll obviously take longer. Him: what?! Why!?!?!?!

eta: Oh, dear. The fool tried to complain about it. I've been in IT for two decades, of course I still have all the relevant emails. The most important certification is always CYA.
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