Isolated to customer equipment Tech Support |
| Isolated to customer equipment Posted: 12 May 2019 02:46 PM PDT I hate this phrase. I hear it at least 3 times a day, every day. What this almost always translates to is: "We found no problem." Great textbook one comes in today. Two remote sites in the same city go down within the same minute. Both services go through the same local isp. Physical connections are up, but no traffic passing. I discover the PVC on the providers network is not responding for either location, everything else looks fine. So I call for an update on one of the open tickets. Tech: "Looks like we sent a tech out there yesterday, he isolated it to customer equipment." Mutes phone, breathing intensifies Ifix: "Yeah about that. I have two circuits that went down at the same time, so I don't think it's the customer equipment. Pondering silence Ifix: "And I can't reach your PVC for either circuit, they're either not built or inactive. Can we check that?" ... Tech "Can I put you on hold for a minute?" Ifix: "Sure, no problem" ----- 5 minutes later ----- Tech: "Hey, what was that other circuit again?" Ifix: (circuit) Tech: "Thanks, I'll be right back." ----- 10 minutes later ------ Tech: "We may have an outage. Hold in please." Grabs sunglasses Tech: "Yeah we have something we need to look into. We should have more information for you within a few hours." Ifix: "Awesome, thanks!" Puts on sunglasses [link] [comments]  |
| USB Human Interface Device Troubleshooting Posted: 12 May 2019 03:39 PM PDT I worked in IT 10 years ago for a nonprofit organization and I was the assistant hired to take the load off the IT Manager. Therefore he handled the file server / web / email aspects that kept the office humming while I was left with, well, you know. I was new on the job and we had gotten a few boxes of new PCs. So I was underneath desks all day replacing monitors and towers, getting them on the network, helping users migrate. I didn't mind doing hardware work as a break from the month or two I spent staring screens all day. That was until I got a call from the secretary up front. She was asked by the CFO to call me and ask to come see him in his office. Something about how he is no longer able to click on things. I walk in, dust on my work clothes from crawling through cables all morning, and ask him what's up. For what it's worth he was a very nice old man, not angry at all, no blaming IT, but still very confused about his computer. He points to the taskbar at the bottom of the screen (Windows XP) and says that he wants to click on his Outlook tab, but he cannot reach it. The cursor is floating just above it. I still don't know what this is all about until he gestures down toward the desk. The mouse is on the brink of falling off the edge and he doesn't know what to do. This was the first time my people skills were ever truly put on the spot. As I slowly lifted the mouse in the air to move it a few inches back I say words that to this day I do not remember. I came up with a very strange explanation involving lasers, DPI, and the affects of various surfaces on a mouse's optics. It was complete & total bull but he seemed very impressed and grateful for my help. He even bought me lunch that day and told the boss that he liked the new computer whiz in the office. Even still. WOW [link] [comments]  |
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