I can’t reach the server; can you reboot it. Tech Support

I can’t reach the server; can you reboot it.
Power fixed, but PCs still won't turn on, why?
The Case Of The Mysterious Vanishing Emails
A Production Failure, or, A Monitoring System Is No Good If It's Disabled
Can you reset my ADP Online account?
Can I follow my own rules?
Just keep on coming
Rule #1 - on myself
Rule #1 - on myself
Rule 1 on myself
Rule 1 on myself
Rule 1 on myself
Rule 1 - on myself

I can’t reach the server; can you reboot it.

Posted: 01 May 2020 07:30 AM PDT

Get a ticket right away in the morning from the building grounds manager. In the email they state that, they cannot reach the security server and we need to reboot.

This user has been onsite even during COVID, this issue has happened before and restarting the VM has been the fix in the past.

Thinking to myself, well let see if I can reach it. Try to connect to it. I get to it with no problem. Odd, hmm.

ME:Me / BGM: Building grounds manager

So, I get connected to BGM's Computer.

Me: okay let's look.

IP you're trying to RDP to, is correct.

Reboot still not working.

Me: You're on the netwo… Wait, are you working from home?

BGM: Yes, I'm now working from home as much as I can.

Me: Okay I think I know what's going on. Open the VPN client. (Not connected) Okay, that's your problem. Connect to the VPN and you should be able to connect to the security server.

BGM: But last time rebooting the server is what needed to be done. Why do I need to connect to the VPN, I thought everything is online now? (We switched over to SharePoint Online about a year ago.)

Me: No, the security server and SPO are different. Please connect to the VPN.

BGM: Well, okay but I still think the server needs to be rebooted.

Me: I have tested it and can log into it with no problems.

BGM: Okay I'm connected to the VPN; I will try it again. Hey it works now! I told you rebooting the Server would help.

Me: …………………………

BGM: I'm just messing with you.

Me: Have a nice day.

BGM: You as well.

At least the user was cool.

submitted by /u/i_need_more-coffee
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Power fixed, but PCs still won't turn on, why?

Posted: 01 May 2020 03:18 PM PDT

I've posted this previously on an r/AskReddit post as a comment, but felt I'd share here too. This is the first of two situations I will post. Stick with this one, as it may seem mundane at first but it gets better... I received a call that all the PCs wouldn't turn on. Anyone with a little sense would realise what had happened, so I asked her "look up, are the lights on?" She responded by telling me no and asking why they mattered, I advised her I was trying to rule out this was a power cut, she tried the lights and then said "oh". She asked if we could do anything and I advised her she'd have to speak to facilities as we're IT. Hang in there because it gets better. Skip forward to 3 days later, she calls in again "ok we fixed the power, but the computers still won't turn on. Could this be anything to do with the flood?" Alarm bells in my mind started going off. "Flood?" I asked. Apparently AT THE TIME she had originally called in, the entire office was flooded a foot deep in water due to a burst pipe, the PCs are kept on the floor under the desks. We attended site for a damage assessment and found puddles of water inside the casings. She just wouldn't understand why a flood would affect a computer and do so much damage...

submitted by /u/autismislife
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The Case Of The Mysterious Vanishing Emails

Posted: 01 May 2020 10:13 AM PDT

Until recently, I worked IT for a multimedia company site and worked with salespeople who sold commercial time.

A manager came to me and said he had one salessquid in particular who was constantly missing emails from clients who were calling and complaining about no response and the company was losing dollars because he said he never received them. I checked the computer, checked his Outlook, checked his deleted, everything was peachy. This went on for at least a week with me eventually being told I would be held responsible for those lost ad dollars if I couldn't figure out the problem and fix it. Even replaced the PC, thinking it might be an Office/OS problem. I went over everything repeatedly and couldn't figure out the problem and the pressure from above was growing.

A light went on in my head and I decided to check the backups. (Yea, I should've checked them sooner but it just didn't occur to me - my screwup - but in my defense, I was also simultaneously playing sole caretaker of a crapload of PCs running the whole operation, which took up most of my time.) Thankfully, I kept four weeks worth of backups at all times for PST files. I pulled a backup drive, loaded up his PST from 2 weeks earlier (about the time the problem started) and lo and behold, there were a stack of client emails he'd gotten in and chosen to ignore for whatever reason.

I printed out all the emails, called the manager back to my office and promptly showed him the emails that the user had been throwing into his deleted folder then emptying. After the manager profusely apologized for doubting me, the user ended up being put on probation. His reason? He didn't think the buys involved enough money to make it worth his time. He only wanted to concentrate on the big dollar buys. Management placated and problem solved.

TL;DR: User deleted client emails he didn't want to deal with, not realizing that weekly backups were kept for a month at a time, and blamed me for his computer screwing up and losing emails. Proved it was the user and not the computer. Management was grateful for me showing why the dollars were being lost.

submitted by /u/Shamenize
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A Production Failure, or, A Monitoring System Is No Good If It's Disabled

Posted: 01 May 2020 10:41 AM PDT

Yesterday, the production database ran out of tablespace, causing prod to go down. Here are the following comedy of errors that led to this:
1. Yesterday morning, I get a ticket from the DBAs requesting 500GB of additional space for the DB data volume. I extended the volume.

DBA accidentally copies me on an email requesting peer review of the commands to extend the tablespace.
Prod fails later in the afternoon when the tablespace fills up.

My boss's boss asks me if the volume filled up, and if there was an issue with the monitoring system. I tell him that I extended the volume, and I'm not sure why the DBAs didn't extend the tablespace right then. I then get to tell him that MY monitoring system doesn't monitor the tablespace for that DB. Why, you ask? Well, the monitoring scripts used by my system require some specific information. Namely, the tablespace name and alert threshold. When they asked me a few years ago, I requested the required data to configure the monitor, and their response is, "Just have the script monitor everything!" I explained that I can't tell the script to monitor "*". I HAVE to have the tablespace name. No followup was ever given. No biggie, because I'm assured that they have their OWN monitor in place! The nature of their monitor is not shared with me.

Today, the current DBA manager asks me about the monitor. I explain why MY monitoring system isn't configured to monitor THIS database. I give him the config for the database that IS being monitored, so if he wants to push his team to get me the appropriate data, they can. He tells me that he's been pushing his team to fix OEM for the past 6 months. They checked their monitoring system, which is a cron job that runs once a day. And was disabled.

I have a feeling that the DBAs are about to get yelled at for this. I'm just glad that it's not MY fault.

submitted by /u/SnArL817
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Can you reset my ADP Online account?

Posted: 01 May 2020 12:31 PM PDT

Got a call the other day from the user stating that they had forgotten their username and password, and wanted us to reset it…

Me: Me / User: User

Me: IT does not have access to this as it is not our system please follow the reset link on the ADP Online login screen.

User: But you guys reset everything else. Why can't you just reset it for me?

Me: Because we have NO access to it. ADP is an entirely different company.

User: But it's for this company, it's logging the hours I put in here. You don't have the power to reset my password?

Me: "Head meet desk"

Me: (Finding all my nice support guy skills.) It's super easy, on the bottom there is a forgot username/password link at the bottom of the ADP login screen. Just follow the prompts

User: Oh, okay your right this looks like what I need.

Me: Okay, thank yo…(Click, user hangs up)

Me: and have a nice day….

Working from home is making users worse.

submitted by /u/i_need_more-coffee
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Can I follow my own rules?

Posted: 01 May 2020 05:15 PM PDT

Today while working remotely from the office, like many of us are doing now, i noticed that my music streaming from my plex server was very choppy. Now my plex server is running on an old AF dell rack server that is sitting two feet away from my machine and we are connected via ethernet to a 10/100 port. I was darn sure that my network connection was solid, plus my VoIP calls were crystal clear (thank god for sync fiber at my place). I have a mini-freakout as I think we have a drive failure about to happen (I do have backups of the data it would just be a pain in my ass to restore) so I shutdown the VM, move it to a different data store on a different set of drives and reboot. Same issue, I'm getting worried. I then realize I can see if it is my machine or the VM. I use the plex app on my phone. I chose a random song in my collection, no issues. I chose a song directly from the playlist that was having issues, no issue. Then occurs to me, I've been running it via web browser, I open a new browser, login and BAM no issues. So remember people, never trust the end user and do all testing before doing something stupid like moving datastores on an old AF server.

submitted by /u/tyr4774
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Just keep on coming

Posted: 01 May 2020 08:48 AM PDT

This story is why i decide to look for a new witch lead me to join the Royal Danish Air Force (RDAF)

sorry for a long story the TL;DR is down at the bottom

A bit of short backstory for the setup. I was a 1 / 2 level tech support for business costumer for BIG BUSINESS ISP . We also have a call-center for private costumer (i am also trained for private costumer, but our departments was separate just 2 mouths prior till the event).Normally my department was on shorter scheduled on holidays curse we are have a UNION. (I was the local union rep for our department). The start of it is New-year's eve. Me and two others in business support, is on work at the call-center and haven't had a single call for about an hour, nice and quiet. All three of us had taken extra shift just for the money and it was out of the normal opening times too since on holidays we only had the phones open form 10:00 till 16:00 but this day some manager had a brain fart and made the opening time from 10:00 til 20:00 (just to match the private call-center for the day). A hole four hours longer, just so they din't need to have a high-end tech on the job that day.

Now on to the story

$M = Me | $BM = Business manager | $PM = Private manager | $ AC = Angry costumer's there is A LOT $ PT = Private tech support guy|

New-year's eve at around 18:00 and in Denmark our Queen holds a New-years speech at this time. Me and my team mates tune the TV (IPTV this will be important later) to the her speech. And then all of the sudden we can see on the monitor for the cues till private just lite up like a firecracker, from 0 till 50 and that number was increasing fast. I think we have a BIG PROBLEM on our hands and try and see if i can find it. just 30 seconds after i started i can see that at first glance it is on the COAX TV. Almost the same time i get a call from my manager.

$BM: OP are you and the team ready to help PRIVATE. There is apparently a major problem.

$M: No shit, atm the problem is only on COAX and i am the only one the team there can work on that.

$BM: No need to troubleshoot just make a repair case and send the costumer there number.

$M: Okay boss.

$BM: OP call $PM, he will need yours work id and the the rest of the team's id as well.

$M: okay i will call him

Just as finished the call with $BM, we try and change channel on the first TV and we lose the signal. this will be a long evening. I then call $PM

$PM: PM here we are in a lot of trouble have you talked to BM.

$M: Yes i have, and we have just done a small troubleshoot up here at our end and can see that it in not only COAX but also IP.

$PM: just give med your work id and i get you on the call's

$M: here 123456, 234567, 123458 (not the real one's ofc)

$PM: In least then five minutes you will start getting calls.

$M: Okay, but before that. Are the auto program to tell costumers that we know the problem and are working on it. is it coming up or are we just gonna have to talk to all of them?

$PM: I will see what i can do

He dint get to it. the auto program dint get on and we had to talk to all of them.

$M: Welcome to BIG ISP support.

$AC: yea hello my TV is not working and the Queen's speech is on.

$M: I am sorry but we are having technical problems atm and our technicians are working on it atm

$AC: i can see that when will it be fix

$M: Atm i don't but i can do so when there is updates i the case you will be notified by fx text's.

$AC: NO i don't want that. I just want to see the speech and having a good time with my familial

$M: I can understand that. I can see here that you still have access till the internet can you confirm that?

$AC: yes why?

$M: If you go to this site "www.broadcastnetwork.xx" you can still mange to the the speech, and if i but you on the case, you be notified when it is working.

$AC: only, thank you and here is my number. Have a good new year

I had a lot of these calls. i look up at the cue monitor and see only ONE in private and two in business support is on the phone's and the cue is still red hot. One of the business had to go cruse her child had an accident with some fireworks. (later i was told it was a 3. degree burn cruse a rocket explode just shortly after it had been lit)

i try and call the $PM no answer. okay i try and get info form the last on the cue

$PT: welcome to BIG ISP, i am sorry to tell you...

$M: PT it is OP form business support where is PM

$PT: gone home he wanted to be with his familial this evening

$M: HE JUST LEFT YOU ALONE !!!???

$PT: ya

$M: but why.. and why the hell has the other down there left

it was at this time i saw that the clock was 21:58. two hours more then normal

$M: what the hell how can people still call in the cue just keep growing?

$PT: i don't know but i take some more and just clock it as overtime if i can

$M: Dude note it down and when we are here back to normal come find me and i take it to the union.

$PT: okay cya

now i was pissed not only where we only three in total. But there was overtime and we lackede a manager. i called my manger and told him what was going on but was a drunk and din't want to talk about work at this time and hung up.

i toke charge and asked if PT will sit in business support with us so he was't sitting alone. he then joined us. and we just hit the cue. at around 23:50 we were done. no more any costumer calling in. we just sad there for five minutes just to see and wait if there was.

$M: okay guys listen, enter your work, all of it. i will note all this to and on Monday i will take this to the union and HR.

Both just nodded and we left. i sent a text to my manager that Sunday shift i had, i was not going to come on lest a fully paid day form the time i started my car to get out there.

i got home just fallen asleep on the sofa. The next day i get a call, form you gusset it BM

$BM: Good morning OP i need to at the call center right now, it is chaos out here.

still tired from the night before

$M: you got to be kidding me.

I look at the clock and see it is 10:50. I have 40 minutes drive till / form work

$M: have you heard my massage form last night?

$BM: Yes just get here as fast as you can

$M: okay

i note down 10:50 i my note book and drive out there only to be on the cue for about an hour but after that, i start getting info on those who was on call the night before a make a folder on my PC. i make a back up on a usb just in case and lock it away i my closet i have.

come Monday and the union is open again after the holiday. i give them a call about what had happen and after that i give HR a call with all the info. After some days (the last three of us there was the call-center that night got 4 days off paid btw) i was told some had been fired for not living up til there contact

TL;DR | New-year's eve giant cluster-fuck on the tv cruse a backlog a call-center call's where there are only three supports left to handle it. no manager and a lot of angry costumer.

submitted by /u/Shadow-Darkk
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Rule #1 - on myself

Posted: 01 May 2020 05:07 PM PDT

submitted by /u/tyr4774
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Rule #1 - on myself

Posted: 01 May 2020 05:07 PM PDT

submitted by /u/tyr4774
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Rule 1 on myself

Posted: 01 May 2020 05:15 PM PDT

submitted by /u/tyr4774
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Rule 1 on myself

Posted: 01 May 2020 05:08 PM PDT