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Old 12th November 2018, 06:10 PM   #321
arthwollipot
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Originally Posted by plague311 View Post
My boss used to do a "TILT" at the end of the day (things I learned today). It didn't last long because he mostly learned that no one checked the channel in slack he was posting it in because the only thing going in there were his TILTs.

On a completely different note, we use LastPass as a company. It's ******* slick as hell when you're in my role. We do end to end tech support for something like 70 companies. I put the app on my phone, and I can page through every company at my finger tips. If you couple it with 2FA it gets rid of pretty much every security flaw as well. I was hesitant at first, but now I absolutely love it.
I believe you. Like I said, I use LastPass myself and I'd love to be able to have it on my work machine. But even if we did have it across the enterprise, there would be people who wouldn't use it because they have entirely the wrong idea about how IT security works.
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Old 12th November 2018, 06:22 PM   #322
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Originally Posted by arthwollipot View Post
I believe you. Like I said, I use LastPass myself and I'd love to be able to have it on my work machine. But even if we did have it across the enterprise, there would be people who wouldn't use it because they have entirely the wrong idea about how IT security works.
Truer words have not been spoken.

Yeah, doing it across an enterprise would be a nightmare. We have somewhere in the neighborhood of 50ish employees, 40 of them that probably regularly use LastPass, so it was an easy switch. We use it for almost everything too. Network infrastructure notes, domain creds, pretty much anything relevant.
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Old 12th November 2018, 06:28 PM   #323
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I dream of working in an environment like that.
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Old 12th November 2018, 08:56 PM   #324
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I use KeePass because it appears to be utterly platform independent.

(i.e. same software on linux, windows, etc.)

I watch my team fumbling with passwords etc. every day, and I just can't persuade them to use it. Even though it is a supported app on our SOE.
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Old 13th November 2018, 08:42 AM   #325
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Originally Posted by novaphile View Post
I use KeePass ....

I watch my team fumbling with passwords etc. every day, and I just can't persuade them to use it. Even though it is a supported app on our SOE.



I have the same problem with family and friends: Explain KeePass, set it up for them, add a couple of entries, show them the auto-type feature (which is usually but not always wonderful).


Then later find that they're still (a) ignoring KeePass and (b) complaining about having to remember sooo many passwords.
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Old 14th November 2018, 07:31 AM   #326
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Dear Users.

Working for a VIP does not make you a VIP.

Doing a job for a VIP does not make you a VIP.

Our SLA with your company has a number of VIP clients; doctors and higher level executives, who pay more for faster service. That's literally what the SLA does.

You don't automatically get faster service you aren't paying for because you're "doing a job for a VIP."

Your company has a hierarchical structure. Everybody is doing their job for a VIP.
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Old 14th November 2018, 12:17 PM   #327
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Originally Posted by JoeMorgue View Post
Dear Users.

Working for a VIP does not make you a VIP.

Doing a job for a VIP does not make you a VIP.

Our SLA with your company has a number of VIP clients; doctors and higher level executives, who pay more for faster service. That's literally what the SLA does.

You don't automatically get faster service you aren't paying for because you're "doing a job for a VIP."

Your company has a hierarchical structure. Everybody is doing their job for a VIP.
Ha ha ha,
Too true, however people who work for Director, Assistant Superintendent, Deputy Superintendent, Superintendent or Executive Director are more VIP than others!
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Old 14th November 2018, 07:17 PM   #328
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Yup. We have people who are specifically marked for VIP service, and if you don't have the mark, I don't care who you are. We do jobs in the order in which they are received.
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Old 15th November 2018, 04:07 AM   #329
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One of the better BOFH tales https://www.theregister.co.uk/2007/0...fh_episode_24/
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Old 19th November 2018, 11:39 AM   #330
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Dear Helpdesk:

Southside, Southpoint, and Baptist South are not the same location. I have clients at all three of these. Saying there's a problem "At the South location" isn't overly useful information to put in a ticket.
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Old 19th November 2018, 04:50 PM   #331
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Caller: Is a police records check necessary for building and IT access for contractors? I have someone starting tomorrow who doesn't have one.

Me: Yes, a police records check is necessary.

Caller: But they're starting tomorrow!

Me: No, they're not.
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Old 20th November 2018, 10:16 AM   #332
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Originally Posted by arthwollipot View Post
Caller: Is a police records check necessary for building and IT access for contractors? I have someone starting tomorrow who doesn't have one.

Me: Yes, a police records check is necessary.

Caller: But they're starting tomorrow!

Me: No, they're not.
Yup, some people don't understand
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Old 20th November 2018, 11:08 AM   #333
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USER: I need you to provide me with X, via your Service.

ME: As you know from administering your own instance of Service, I can't provide X until you give me the details for Y and Z which are contained in X. And as you also know, I can't provide Z until you give me the details for A, B, and C, which are contained in Z.

[time passes]

USER: I'm still waiting on Z.

Contrast with:

UNICORN: I know from my own time as a Service admin that the following information will ensure you provide me with X via your Service:
- A, B, and C contained in Z
- Y and Z contained in X
Thanks in advance!

ME: Done and done!

Last edited by theprestige; 20th November 2018 at 11:10 AM.
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Old 22nd November 2018, 05:02 PM   #334
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We've been having an interesting series of calls over the last week that has destroyed one of our standard narratives.

Caller: Hi, I'm getting [x problem]. Is it Russian hackers?
Agent: *sigh* No, it's not Russian hackers.

Well, we've been having a problem where some people are seeing their Intranet home page firewalled, displaying a Cyrillic address.

It's totally Russian hackers.
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Old 22nd November 2018, 07:28 PM   #335
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Originally Posted by arthwollipot View Post
We've been having an interesting series of calls over the last week that has destroyed one of our standard narratives.

Caller: Hi, I'm getting [x problem]. Is it Russian hackers?
Agent: *sigh* No, it's not Russian hackers.

Well, we've been having a problem where some people are seeing their Intranet home page firewalled, displaying a Cyrillic address.

It's totally Russian hackers.
Nah. It's more likely hackers from any other country who can post in Cyrillic. That is, all the rest of the world.
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Old 22nd November 2018, 07:34 PM   #336
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Originally Posted by Norman Alexander View Post
Nah. It's more likely hackers from any other country who can post in Cyrillic. That is, all the rest of the world.
Tell that to the person who is convinced that every computer problem is the fault of Russian hackers.

It used to be viruses. I still get the occasional call from someone who says "I can't get into Outlook. Have I got a virus?"

* arthwollipot goes into Task Manager, ends the stray process, restarts Outlook.


"No, you don't have a virus. First, viruses don't do this. Second, we're protected against them by multiple layers of security. This was just a crash."
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Old 22nd November 2018, 07:40 PM   #337
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Originally Posted by arthwollipot View Post
Tell that to the person who is convinced that every computer problem is the fault of Russian hackers.
You can always say "Yes, it's Russian hackers. And remember, 1000 Russian rubles is only AUS$20. So the easiest way to fix this is for you to send me the ransom money and I will pay them to take the hack off."

Quote:
It used to be viruses. I still get the occasional call from someone who says "I can't get into Outlook. Have I got a virus?"

* arthwollipot;12511537 goes into Task Manager, ends the stray process, restarts Outlook.

"No, you don't have a virus. First, viruses don't do this. Second, we're protected against them by multiple layers of security. This was just a crash."
Ditto stray Firefox processes stopping the browser restarting properly.
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Old 22nd November 2018, 07:44 PM   #338
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Originally Posted by Norman Alexander View Post
Ditto stray Firefox processes stopping the browser restarting properly.
Hell, it happens to all of them. IE, Word, Excel, I've even done it for PowerPoint.

Just wanna say, Skype for Business can be a pain in the arse.
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Old 23rd November 2018, 08:05 PM   #339
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Originally Posted by arthwollipot View Post
Hell, it happens to all of them. IE, Word, Excel, I've even done it for PowerPoint.

Just wanna say, Skype for Business can be a pain in the arse.
May I point out that "all of them" seem to be Microsoft products, which they recently bought and apparently broke.
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Old 25th November 2018, 07:11 AM   #340
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Originally Posted by novaphile View Post
May I point out that "all of them" seem to be Microsoft products, which they recently bought and apparently broke.
Nope, three are Microsoft originals, one was bought 20 years ago and the other 7 years ago.

Word written by Microsoft 1983.
Excel written by Microsoft 1987.
Powerpoint purchased in 1987.
IE written by Microsoft 1994. (some code licensed from Spyglass Mosaic.)
Skype purchased in 2011.
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Old 25th November 2018, 05:17 PM   #341
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Originally Posted by novaphile View Post
May I point out that "all of them" seem to be Microsoft products, which they recently bought and apparently broke.
I've had it occur with Chrome too.
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Old 26th November 2018, 01:16 AM   #342
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Originally Posted by arthwollipot View Post
Tell that to the person who is convinced that every computer problem is the fault of Russian hackers.

It used to be viruses. I still get the occasional call from someone who says "I can't get into Outlook. Have I got a virus?"

* arthwollipot;12511537 goes into Task Manager, ends the stray process, restarts Outlook.

"No, you don't have a virus. First, viruses don't do this. Second, we're protected against them by multiple layers of security. This was just a crash."
The classic is the "I've got a virus, there are squiggly red lines under my wordz...."
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Old 26th November 2018, 01:19 AM   #343
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Originally Posted by arthwollipot View Post
I've had it occur with Chrome too.
It's more than likely to happen to any complex business standard program - sorry - application.
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Old 26th November 2018, 12:20 PM   #344
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Originally Posted by arthwollipot View Post
I've had it occur with Chrome too.
Recently I have even seen it in Adobe Reader ...
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Old 27th November 2018, 06:45 PM   #345
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Seems all these apps/programs have one thing in common...
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Old 27th November 2018, 07:49 PM   #346
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Originally Posted by Norman Alexander View Post
Seems all these apps/programs have one thing in common...
Yeah, they run on Windows.

Honestly, we have some 8000 users across something like 14 government agencies. I am one of twelve to fifteen agents (depending on the day), and I get a call like this maybe once a day at most. On average, that's not too bad.

Sucks when it happens to you, though.
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Old 27th November 2018, 08:19 PM   #347
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Me: Do the thing, and it will produce this result.

Them: But what if it doesn't?

Me: It will.

Them: But what if it doesn't?

Me: IT WILL.

Them: ...

Me: ...

Them: But what if it doesn't?
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Old 27th November 2018, 10:23 PM   #348
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Originally Posted by arthwollipot View Post
Me: Do the thing, and it will produce this result.

Them: But what if it doesn't?

Me: It will.

Them: But what if it doesn't?

Me: IT WILL.

Them: ...

Me: ...

Them: But what if it doesn't?
This strikes me as a bit weird.

Your customer is asking a perfectly legitimate question IMO and you're just refusing to answer it. Have you never been wrong?

To me that just does not look like the behaviour of a competent helpdesk operator. I think I would get angry if you did that to me.
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Old 28th November 2018, 09:34 AM   #349
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Originally Posted by TheGnome View Post
This strikes me as a bit weird.

Your customer is asking a perfectly legitimate question IMO and you're just refusing to answer it. Have you never been wrong?

To me that just does not look like the behaviour of a competent helpdesk operator. I think I would get angry if you did that to me.
I agree, at my organization it gets you retraining on the proper way to do customer service. An example response we would give in training is, "It has always worked before but if it does not work this time we will work out something else to try".
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Old 28th November 2018, 11:34 AM   #350
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Originally Posted by arthwollipot View Post
Me: Do the thing, and it will produce this result.

Them: But what if it doesn't?

Me: It will.

Them: But what if it doesn't?

Me: IT WILL.

Them: ...

Me: ...

Them: But what if it doesn't?
Originally Posted by TheGnome View Post
This strikes me as a bit weird.

Your customer is asking a perfectly legitimate question IMO and you're just refusing to answer it. Have you never been wrong?

To me that just does not look like the behaviour of a competent helpdesk operator. I think I would get angry if you did that to me.
Originally Posted by paulhutch View Post
I agree, at my organization it gets you retraining on the proper way to do customer service. An example response we would give in training is, "It has always worked before but if it does not work this time we will work out something else to try".
If I'm the customer, I think I would try what the helpdesk person recommended and see if it works, rather than worry about, "What if it doesn't work?". Unless of course, I had good reason to believe that the recommended action would be harmful. Once I do it, it either works or it doesn't, and I don't need to worry about "what ifs".
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Old 28th November 2018, 12:45 PM   #351
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I hope Arthwollipot is exaggerating for effect, the standard answer is 'then we can see what can be done to fix it".

However I do know the feeling as a help desk person, part of the experience is in helping people cope with an anxious situation, even if the anxiety is unwarranted. I have in remote sessions spent 15 minutes watching some one demonstrate to their satisfaction that the issue is resolved. Even after the evidence of the first minute would indicate that the issue is resolved, they have wanted me to stay on the line while they repeat steps that continue to confirm that the issue was resolved.
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Old 28th November 2018, 01:26 PM   #352
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The problem is people are just... well scared of computers in a way they aren't of cars or their washing machines or whatnot.

Imagine being a mechanic and have a car owner nervously stand over you asking over and over if you're sure, I mean 100% sure that changing your radio presets won't make the gas tank explode and you're in the ballpark.

"I demand you fix this problem I'm having without touching or doing anything because I'm afraid if this one Window is closed it will never come back ever" is a thing we have to deal with.
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Old 28th November 2018, 03:29 PM   #353
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Originally Posted by CORed View Post
If I'm the customer, I think I would try what the helpdesk person recommended and see if it works, rather than worry about, "What if it doesn't work?". Unless of course, I had good reason to believe that the recommended action would be harmful. Once I do it, it either works or it doesn't, and I don't need to worry about "what ifs".
The thinking I'm assuming is that they've probably had to wait for this suggestion, and if they try this action and it doesn't work, they're back at the end of the queue again; they want to know how to deal with any failure of the action plan immediately.

I've been in the middle of this situation many times; an action plan from the lab team which assumes the fix will work, while the customer (or often a field engineer) has experience that suggests it may well not, and they don't want to wait the couple of days or more to know what to do next. Often we're talking about a remote site with significant travel time, so any delay is a real pain.

This probably doesn't fit what arthwollipot is talking about, but it is a real concern in some cases.
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Old 28th November 2018, 05:10 PM   #354
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Originally Posted by Dancing David View Post
I hope Arthwollipot is exaggerating for effect, the standard answer is 'then we can see what can be done to fix it".
Yes, I was, but the thing I was referring to was receiving an autoreply when sending email to the Service Desk. It's a purely mechanical response that happens automatically. It just doesn't not work. If you don't get an autoreply, you've sent your email to the wrong address.
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Old 28th November 2018, 06:09 PM   #355
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Here's one that annoys me. We receive an email - which is already not a good idea for urgent jobs - saying that they have a particular problem. I have a fix, which they can perform themself, and I also know that I (or another agent) will need to remote access the workstation if it doesn't work. So I send them an email reply saying "Please do [blah], and if you're still having a problem after doing this, phone the service desk on the following number". Almost immediately another email arrives saying "Yes, I've already done that."

So now my question becomes - do I send another email saying "Please phone the service desk on the following number"? I really want to. I really really want to.

But I won't. I'll phone them. Because of course I will.
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Old 28th November 2018, 06:15 PM   #356
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Originally Posted by JoeMorgue View Post
The problem is people are just... well scared of computers in a way they aren't of cars or their washing machines or whatnot.

Imagine being a mechanic and have a car owner nervously stand over you asking over and over if you're sure, I mean 100% sure that changing your radio presets won't make the gas tank explode and you're in the ballpark.

"I demand you fix this problem I'm having without touching or doing anything because I'm afraid if this one Window is closed it will never come back ever" is a thing we have to deal with.
I suspect that a lot of people aren't scared of computers, really. They just *think* they are.

And we now have a generation of grown-ass people who have had computers for more of their lives than not, who still profess an absurd degree of computer incompetence.
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Old 28th November 2018, 08:19 PM   #357
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Originally Posted by theprestige View Post
I suspect that a lot of people aren't scared of computers, really. They just *think* they are.

And we now have a generation of grown-ass people who have had computers for more of their lives than not, who still profess an absurd degree of computer incompetence.
I think you're correct. We've let the "Oh I'm just not a computer person" become a sort of self sustaining meme / self fulfilling prophecy.
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Old 28th November 2018, 08:59 PM   #358
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Originally Posted by JoeMorgue View Post
I think you're correct. We've let the "Oh I'm just not a computer person" become a sort of self sustaining meme / self fulfilling prophecy.
Like "Oh I'm terrible at math(s)".
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Old 28th November 2018, 09:40 PM   #359
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Originally Posted by arthwollipot View Post
So now my question becomes - do I send another email saying "Please phone the service desk on the following number"? I really want to. I really really want to.

But I won't. I'll phone them. Because of course I will.

No, you reply to their email by asking "Did [blah] work?




EDIT: If they say it did work, you then use the Darat manoeuvre:
Question answered, thread closed.
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Old 28th November 2018, 10:19 PM   #360
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Originally Posted by xterra View Post
No, you reply to their email by asking "Did [blah] work?




EDIT: If they say it did work, you then use the Darat manoeuvre:
Question answered, thread closed.
Yes, I often use that manoeuvre.

I called. They weren't there, so I left a message. I assume they called back and someone helped them because the job isn't in the Pending queue.
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