The credit card numbers are vanishing again, fix your software! Tech Support |
- The credit card numbers are vanishing again, fix your software!
- Sometimes the tips aren't cash
- Grossest thing I have seen so far in field service
- Bassackwards
- The last time our invoices were questioned.
- Wrong Cable
| The credit card numbers are vanishing again, fix your software! Posted: 03 Dec 2020 11:01 AM PST I've posted about this customer before. They are a chronic problem when it comes to credit card data security. The problem is that they use a credit card machine that isn't interfaced with our software because that would cost too much, or some excuse like that. We host their software and because of that we're very diligent in making sure credit card data can't be stored in our software. This customer is also very creative and keeps trying various fields and ways of typing the info to try to defeat our security measures. We recently rolled out an update with significant improvements to the detection of credit card data in various forms. Basically the code searches for 15 or 16 digits within a certain range of characters and if it passes a LUHN check we then check if it matches any known issuers. If it does then ZAP!!!!! We remove the numbers and replace them with a notice that they were removed and why entering credit card data like this is bad. Well we got another call from this angry manager wanting to know why our software keeps making her credit card numbers vanish. Apparently it's a bug and we need to fix it. She even bragged that she figured out that if she typed the CC numbers on 4 different lines with an asterisk between each line, the numbers wouldn't get deleted - until the update that is. She was entering this into the guest notes section which has a warning against this in large red letters. I wrote her a response telling her that while there wasn't a bug, we did improve the security of the software and she's seeing the results of it. I explained that it's for her safety as well as ours, since we both share liability if the data is compromised. Her response back to me was that it isn't a big deal and if our servers are secure then there's nothing to worry about. It's just a small hotel, after all. I can't wait to see what new method she figures out to store credit card numbers in plain sight. [link] [comments]  |
| Sometimes the tips aren't cash Posted: 03 Dec 2020 06:46 PM PST I was out on a repair today. I was there right before Thanksgiving, turns out the video board was farked on their XPS 410 running Win10 32bit (!!) It also was hung in "CRITICAL_PROCESS_STOPPED" boot loops. I went in today, installed the video board, and it still boot looped. So I had previously backed up her user directory onto an external HDD (yes, the recovery tools CMD prompt worked for this; couldn't boot to safe mode command prompt.) I reloaded Win10, recopied her files over, and got her software she needed up and running. I also made sure it could print. As a tip, the husband gave me a gallon storage bag filled with ghost and jalapeno peppers(!!!!) Is that what you call a hot tip? RwP [link] [comments]  |
| Grossest thing I have seen so far in field service Posted: 04 Dec 2020 04:45 AM PST Hello all I mostly read here, but I finally been in the field long enough to get my own, short experience. I work for an MSP on the Eastern US Coast and commute into NY for field service every once in a while. On one of these Field service events I was told by the building head to setup a popular messaging app for each user in the building. I made my rounds to each and every person and found that none of them knew their exchange logins, but that was quickly handled with their initials. So I walked around for a while. One user I got to had a desk full of trash and Pringle cans, I came into his office and he promptly left for his lunch. When I sat at their desk I went to type on the keyboard. I tend to not look at the keyboard when typing so I didn't look down, until I felt something weird on the keys. What I saw was a thick growth of Pringle dust, mold, and sweat congealed to all the keys. Making them barely visible. I proceeded to use a collection of napkins and type with a barrier. When the user came back I had to show him how to use the app, he was very annoyed and kept insisting he'd rather "just talk on the phone, walk up to them, or email" like it was my decision to put everything in his PC. He then started to type, licked his fingers after touching the keys and went back to typing. It was single handily the grossest thing I have ever experienced, it reminded me of that episode of Ed Edd and Eddy, when Ed stuck everyone in his garage with cereal, for image context. I spent the rest of the day washing my fingers and sanitizing my hands everything time I walked by this guys office. I now look at every keyboard I have to touch. [link] [comments]  |
| Posted: 03 Dec 2020 05:42 PM PST As I have said before, even though I am not professional IT support (was about 20 years ago,) I still function as tech support to my family, and most of all, my technologically-impaired husband (who I love very much, but can be exasperating at times.) (Just a note, today is my 62nd birthday and was looking forward to a pleasant night at home and a non-productive day tomorrow since I was taking a day off from work.) So it is a few minutes ago and I am in my den on my dual-screen workstation (having dual 24" monitors is great,) watching a video on YouTube (World's Largest Devil's Toothpaste Explosion, do a search for it,) on the right monitor, and Reddit on the left monitor, and the hubby opens the door to my den and says "I need you." Usually, when he says that, my first response is "Oh shit, what now?" So I go into the living room to his secretary where he has his laptop. Now, he had been in my den a few minutes earlier to get a battery for his wireless mouse (he hates using the touchpad, as do I.) He says, "Things keep freezing up and I can't read any news articles." I use the touchpad, and the mouse pointer moves as normal. So maybe I gave him a bum battery, so I take the cover off and pull it out... He put the damn thing in backwards...I told him that, and of course he apologized. SMDH. [link] [comments]  |
| The last time our invoices were questioned. Posted: 03 Dec 2020 01:04 PM PST OP: Me CA: Customer's director of IT T2: Our Tier 2 support desk Background: I am a seinor administrator at a MSP, the customer in question was notorious for breaking things and then trying to skirt billing (usually claiming one of our technicians was the cause). This is the tale of the last time our invoices were questioned by this particular customer. On to the story. Early AM - T2 notices tickets flooding us indicating CA's main site is offline. T2: Hey OP, CA is offline. What should I do OP: Reach out to them, check for a power outage, and if the lights are on call their ISP and open a case. T2: Can do! ... 15 Min Later ... T2: CA says their internet is down and is looking into it. OP: Sounds good - if I'm needed let me know. ... 1 hour Later ... T2: CA called back in after their ISP said the internet is fine and said they need to know to get into the firewall. OP: Remind them of their credentials and see if you can help them connect. T2: Already did that, they said nothing is coming up when they try to get to the firewall. OP: Have him hotspot his laptop and send him over. T2: Sure OP: Hi CA, so it sounds like you are having some problems getting to your firewall. CA: I am, we are down here, I have already rebooted the switches, firewall, and modem - No luck. Now I'm not able to get to the firewall, I think it is defective. OP: Alright, do you have your laptop handy and connected to the hot-spot? CA: I do OP: Great let me get connected... Alright can I have you plug your laptop into one of the switches? CA: Sure OP: Hmm ... no DHCP, that is a bit odd. CA: DHCP stopped working after I rebooted everything, do you have a spare firewall you could get out here ASAP. OP: I do not, lets look into this a little further. Lets try connecting to the switch directly behind the firewall. CA: Alright ... done. OP: Still no DHCP, ok lets go ahead and static the IP on your adapter and see if we can hit it... Nope nothing. CA could you walk me thru how you rebooted everything? CA: Sure, I unplugged the modem then plugged it back in, pressed the reboot button on the firewall until it rebooted, then I unplugged the switches and plugged them back in. OP: I see ... let me check something. I was pretty familiar with the particular model of firewall they were running and didn't recall there being a reboot button on the device. I pulled up some documentation on the device just to make sure I was not having a lapse of memory. OP: So I'm pretty sure you reset your firewall. CA: Yeh, that is what I said - I pressed the button and it rebooted. This firewall is garbage. OP: No, you factory reset your firewall, the configs are gone, we are going to have to reconfigure this firewall. CA: Oh is that going to take long? OP: Well, it isn't going to be quick. Hold on let me see if I have a backup of the settings. I went over the various tickets / projects / documentation I had on file for them and as luck would have it I happened to back up their firewall configs after the last firmware update we applied about 8 months prior. OP: You are in luck sir, I have a backup copy of it. This shouldn't take too long. I walked thru the process of getting connected to the management interface on the firewall and proceeded to reconfigure the firewall and apply the saved configuration file. All said and done we ended up spending about 2 hours on this. As expected once the invoices were sent out we get a communication from CA questioning why we are billing 2 hours for this and demanded an in depth review be done and sent to himself and the C team at CA's company. I was more than happy to review and write up the case and send it over. This was presented to CA and the C players by their account manager on a conference call. From what I understand CA was initially blaming us for the outage and by the end of the call the C team was apologizing for wasting our time and would be handling the situation internally. [link] [comments]  |
| Posted: 02 Dec 2020 07:54 PM PST So I'm sitting at home when I received a text message on my personal phone ( I have a company phone) at 9pm(I work 8am to 4pm) about a monitor not working. Apparently this couldn't wait till morning ( I'm neither in the position or make enough to work after hours) but fine OP- follow the cable from the working monitor back to the dock what cable is it end user - HDMI OP- ok leave that alone now follow the cable of that one that's not working monitor what cable is it ? it should be a display cable it has a yellow tape around it end user - its blue OP- what do you mean its blue ? send me a picture. Op- That's not the display cable. that cable allows you to use the usb ports on your monitor. I want you to remove ever cable except for the power cable and display cable connect . End user - Now I have no monitors working Long story short they took the hdmi out and left it out. add that to not listening to instruction with a covid on the side. [link] [comments]  |
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