I don't understand what you mean.... Tech Support |
- I don't understand what you mean....
- You need to fix my printer, now!
- Why isn't this fixed? So we have to open a helpdesk ticket?
- My sister and Netflix
- Laptop hide and seek
- just bear with me
- Telework, shining a light...
| I don't understand what you mean.... Posted: 26 Jun 2020 05:25 PM PDT Hello Everyone. This phone call literally just happened and I can't stop laughing. I'm not sure if its because I'm going mad or because of how ridiculous it is. Our warehouse manager (Frank) in one of our remote offices called us because all of their equipment just went offline. Their VoIP phones, their file server, the modem/router, everything. Now this user isn't a rock star user but they usually are great at following instructions and doing basic troubleshooting like unplugging and plugging something back in. However for some reason they seemed to have forgotten everything there is to know about anything electronic for this call. The call started with tier 1, I got interested in the call after a little bit (tier 2), and then our network admin got involved in the middle. Here is how that call went TLDR at bottom >Uirrelsquay: Hello Frank, This is Uirrelsquay from TechSupport. How can I assist you? >Frank: Nothing is working! Everything is down! >Uirrelsquay: Yes Frank we were just about to call you. We see that all of your networking devices are offline. Do you have power to the building? >Frank: I have several devices that I normally have on that are off >Uirrelsquay: Yes we see that the devices are off but is there power to the building? Like are the lights still on? >Frank: The lights are on yes but I have devices that are not on This is where I (Lorixs) get interested in the call and I come over to chat with Frank >Lorixs: Frank, this is Lorixs with TechSupport joining in. I need you to go into your networking closet and check on the equipment in there >Frank: I'm in the closet and nothing is on. >Lorixs: All right, is everything in that room plugged into one battery backup or a surge protector perhaps? >Frank: What do you mean? >Lorixs: The devices in that room, what are they plugged into. >Frank: wait a minute, hold on one second Frank then steps away from the phone and starts messing with things >Frank: None of the devices are working! >Lorixs: Yes Frank, I understand that. What are the devices plugged into? >Frank: They are all plugged into each other. Uirrelsquay and I looked at each other but had no words for we had no idea what he meant. At this point the network admin (Barret) walked over to join in on the call. >Barret: Frank, what do you mean they are plugged into each other? what is plugged into the wall? >Frank: wait a minute, hold on one second Frank steps away a second time and starts rustling with things >Frank: I have two devices that are working. An "A-D-Tran" and the router >Barret: Wait so two devices are working in that room? >Frank: That is correct. >Barret: Ok so what is the Adtran plugged into? There is a long pause before Frank answers >Frank: I only have two devices that are working! >Barret: Frank, I need you to listen. What is the Adtran plugged into. >Frank: I have an "A-D-Tran" and a router >Barret: *sigh* all right what is the "A-D-Tran" plugged into >Frank: They are all plugged into the hard drive. >Barret: .....the what? >Frank: wait a minute. hold on a second Frank disappears from the phone for a few minutes leaving the three of us completely stupified. >Frank: Could it be the strip bar? >Uirrelsquay: You mean a power strip or a surge protector? Is that what they are plugged into? >Frank: No, they are all plugged into each other. >Barret: Frank, I need to you stop and listen to me. Don't look at any devices, just look at the wall. What is plugged into the wall? >Frank: I can't hear you over the beeping >Barret: What beeping? >Frank: wait a minute, hold on a second Frank once again disappears from the phone. We all know at this point it has to be the Battery Backup that went bad and thats why everything shut down. So Barret tells us to handle it because he is going home. >Frank: I think its the server >Lorixs: You think what is the server? >Frank: The server doesn't turn on >Lorixs: Yes Frank, we know the server doesn't turn on. Go to the device that is beeping. >Frank: All right the device shows an error of F04. >Lorixs: All right that means the battery backup is dead. I need you to unplug everything out of the battery backup and plug it into a surge protector instead. >Frank: I don't understand what you mean >Lorixs: All right, first unplug the battery backup from the wall. >Frank: It isn't plugged into the wall. >Lorixs: What is it plugged into? >Frank: wait a minute. hold on a second Frank once again disappears from the phone. In the background I can hear the awesome sales guy Lloyd, telling Frank what he needs to do. >Frank: All right it is not plugged into the wall. >Lorixs: All right, now unplug everything out of the back of it >Frank: What do you mean? >Lorixs: We need to take that battery backup out of that room. So nothing needs to be plugged into it. >Lloyd: Talking to Frank See the back there? they want you to pull out all the cables from there. >Frank: No that isn't what they want me to do! >Uirrelsquay: Listen to Lloyd, Frank. That is exactly what we want you to do. >Frank: wait a minute. Hold on a second. It the background i hear Frank and Lloyd arguing. Eventually I heard Lloyd say "I'm out". I died a little inside. >Frank: Ok nothing is plugged into it anymore. Both Uirrelsquay and I didn't believe him so we asked him to take it out of the room. Surprisingly he actually did it and was able to accomplish that task. >Lorixs: Ok now I need you to plug all the devices into a power strip that is plugged into the wall. >Frank: That is not going to work >Lorixs: Why is that not going to work Frank? >Frank: I have 6 plugs and only 5 outlets on this strip bar >Lorixs: Can you plug the 6th item directly into the wall? >Frank: wait a minute. hold on a second Frank disappears once again. He finally comes back with a second power strip >Frank: all right im just gonna plug these two strip bars together and that will give me enough. >Lorixs: You should plug that second "Strip bar" into the wall instead of into the other one >Frank: .....everything is coming online now! >Lorixs: Thats good but did you plug those "strip bars into each other? >Frank: Just so you guys know I'm going on vacation next week so you will have to call Lloyd next week. *Click* .....we will gladly call Lloyd instead. TLDR: Warehouse manager forgets how to plug something into the wall and refuses to listen to anyone. [link] [comments]  |
| You need to fix my printer, now! Posted: 26 Jun 2020 08:34 AM PDT While we are doing emergency on-site visits, the MSP that I work for is "remote only." I received a call from a client who has a reputation for being high-strung. His printer isn't working and he has a VERY IMPORTANT PAPER (VIP) to print out. I ask him which printer he is printing to, and he gives me a model name. I look at his installed printers and I don't see it. I run Angry IP, and that printer is not on the network. He says, " Of course it is, I was just printing from it earlier!." I called his secretary to have her check for me. She says she won't get involved in this, he's too worked up. I call the Office Manager, and tell her the story of the invisible printer that can't print the VIP. She calls me back from her cell phone, so we can troubleshoot this. After a short time in his office, she gives the actual model of the printer (nothing close to what he said) and tells me the printer was out of paper. A 25-minute call, because he refused to check to see if he had paper. [link] [comments]  |
| Why isn't this fixed? So we have to open a helpdesk ticket? Posted: 27 Jun 2020 04:02 AM PDT So this happened about 5 1/2 years ago, but this problem creeps up from time to time. I go on-site at one of our branch sites to help with a system installation and meet with the new manager there. We are at a central office and only travel to remote sites as needed. This current site is about 150 miles travel distance. So we only go when needed. The manager was recently promoted from within the company so we had interacted before. During the conversation, the manager finally mentions the point. Manager: So we have several things that need to be addressed up here. Me: OK. I do not have any tickets open on anything besides the new system installation. What's up? Manager: Well there is (gives example 1 of a change), (gives example 2 of a change), (gives example 3 of a change) and the display monitor in the lobby is broken. I need all of the changes addressed today. Me: Well, I will see if I have time. Manager: What do you mean? Can you do them or not? Me: Of course, I can do them, ... if I have time. Manager: I don't understand why you are fighting me on this. And why isn't the monitor already fixed? They say that it has been broken for months. I am going to need you to just come on-site every week from now on. Me: Number 1, I'm not fighting you. My priority for this visit is the new system installation that you called me in on to be a part of. I have no idea what they need me for today so I will work on these other issues if they do not need me for something. Are you saying that you are now changing that priority to making these changes? Manager: No that has to be accomplished. Me: Number 2, I have never been notified through the helpdesk ticket system, an email, or even a call that the monitor was down. Corporate requires trouble tickets entered for EVERY problem. No one has let me know about it. We make trips when we are needed and can not fix the issue remotely. I will come once a week, twice a week, or even spend the night IF NEEDED. But there are no trouble tickets open for anything at this location. Manager: So we need to enter trouble tickets? Me: Yes, Manager: You will not just come up here and see what is needed? Me: Sir have you ever used a plumber? Manager: What? ... well yeah. Me: So do you call the plumber and tell him your sink is leaking or do you just wait for the off chance that he is going to randomly show up to your house and notice the problem on his own? Manager: Ah ..... Me: We do need some communication from you and your staff on what your needs are BEFORE the day we walk in the door. I do not mean to be argumentative, but having us come down here for 4-5 problems and then jumping us with 4 more problems that we are unprepared for and have no additional time for is not the proper way to communicate needs to us. Manager: They don't do that.... Me: Sir, (once again no offense) but you just did it. I wish I can say that it ended on something very dramatic but honestly the manager understood my issues and said he would communicate that with his staff and supervisors. Oh, and I did not go to lunch that day and left 2.5 hours late because I made all of the changes he needed and stayed until the installation was complete. BTW, no one ever opened a ticket on that monitor. [link] [comments]  |
| Posted: 27 Jun 2020 12:49 AM PDT I know, this is not really a tech support tale, but i thought it is worth mentioning here. I am sort of the tech support of my school and my family, so it should be ok. So my sister is going on holiday now and she wants to see netflix on her laptop while driving there (she doesnt drive). She texts me: S: Hey can i watch netflix on my pc when offline? Me: Yes, if you downloaded it before. S: yes i downloaded it, but i cant watch it on ny pc but only on my phone. Me: Where did you download it? S: on my phone, but its the same account right? Me: Yes its the same account, but you downloaded it on your phone, but not on your pc. S: but its the same account, so if i download it on my phone, i should also see it on my pc. This goes on for a while and after a while i can finally convince her, that when she downloads something on her phpne, its not saved on her pc. [link] [comments]  |
| Posted: 26 Jun 2020 10:47 AM PDT Long ago, when I was working for a consulting firm. We had a client that was a nursing provider, one of the divisions of the provider was homecare. Meaning that nurses would go out and about. We determined that one of the nurses was re-infecting the network shares every few days. Luckily a backup of the network shares was running every 4 hours… We had it almost timed to when it was going to happen. One of our network admins was able to find the laptop responsible for it, in the logs. I was tasked to find the laptop, and remove it from the network. The problem was that it was a laptop the changed hands, so we never knew who exactly had it. Our system told us the last user on it, and they had 5 locations. So, we could see what location it was at. However, with it being mobile, we would have to track it to the next location, if it moved. Not being sure who had it, meant that we had to track it down by hand. NA = Network admin co worker Me = Me NA: Okay we got a live one, it is at location 4. It is connecting to AP#. So, you have an idea. Go find it and get it off the network! I drive across town to the location and start hunting. ME: I can't find it, in this location. NA: Yeah, I stopped getting a response from it about 3 minutes after you left. ME: Gee, thanks, you could have called me. NA: Well, I was hoping it would pop up again. As I get back to my car, I get a phone call again from NA. NA: it's on the move! It popped up at location 1 on AP#, Go, go, go! I drive to location 1, walk in, go to the area that AP covers. Sitting all by itself is a laptop. I check the SN, it's the one I have been looking for! ME: I got it! NA: Nice, get it off the network! ME: Done. NA: Bring it back and reimage it. ME: What about the user, they are no ware to be found. NA: I don't really care, leave a note and your business card... As I'm writing an "I owe you" the user came back to retrieve it. I let them know what is going on and that they will need to go get a loaner for now. Being a bit embarrassed that they have been causing all the chaos, they at least understood. That was a fun game of hide and seek. [link] [comments]  |
| Posted: 26 Jun 2020 11:28 AM PDT [context: i live in brazil, where establishments are obligated to issue receipts for every customer. they are automatically sent to the government. to cancel one (i.e when their client gives up on the purchase or when it is accidentally issued), it has to be done within 30 minutes counting from the time of emission. the software company i work at provides services for small businesses that issue receipts and will remain nameless for obvious reasons.]
[client hangs up on me] [proceed to discuss the situation with a coworker] [client calls again and, would you look at that, ends up on said coworker's ringer]
[client hangs up the phone] [link] [comments]  |
| Posted: 27 Jun 2020 04:57 AM PDT User: I keep losing my VPN connection. Also, I can't run the script that maps my network drives and printers and the emulator we use to connect to the main office won't start. What should I do? Me: How many times have you lost your VPN connection? User: At least 5 in the last hour. Me: Well, that sounds like an ISP issue. User: What's that? Me: Your ISP is the company that provides you with internet service. You should try calling them to see if you have an outage or issues. User: Well, can I just have a different computer? Me: Um, no. It sounds like your ISP connection is flaky right now. A new computer won't help. If you want, you can bring your computer into the office and we can make sure that the NIC is not failing. User: So, I guess I should just call my supervisor and tell her that my computer isn't working and there's nothing you can do, right? Me: That's not what I said, but you should probably let your supervisor know that you can't work. In fact, I'll send an email and CC you if you like. User: That's okay. I'll just watch some Netflix until my computer starts working again. Me: Okay. Well, have a good one! User: Before you go, can I ask you a non-work related question? Me: Sure. User: Do you know why my TV would say "Network Cable Disconnected"? [link] [comments]  |
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