STOP SENDING ME EMAILS AND MAKE MY PASSWORDS WOORK Tech Support |
- STOP SENDING ME EMAILS AND MAKE MY PASSWORDS WOORK
- Fixing a weired problem, like a boss
- For Demonstration Purposes Only
| STOP SENDING ME EMAILS AND MAKE MY PASSWORDS WOORK Posted: 08 Jan 2021 09:28 AM PST So this is my first post here and I hope I'm in the correct subreddit. I've been wanting to say this little story and it happened a couple of months ago when the Covid pandemic was already rampant hence we were working from home. So a bit of background, I am a (26F) software developer in a small private company where we specialise in custom applications. At times we receive calls from our clients [the system owners] or their users and provide them with tech support. It is important to note that since we have several systems done by different developers, some of us would be specialised in a certain system more than others, hence when the users call, we usually route it to one of the developers who implemented it. On this particular day, I was still setting up my laptop because I had suffered a hardware failure the previous day and the hard disk decided to go kaputt (What joy). I had just made myself some tea and was going to start the day when the phone rang and I picked it up. An agitated voice came from the other side
Meanwhile I was messaging my colleagues who I knew worked on this system whether they could give me a hand. Usually I handle this system myself but due to that hardware failure I mentioned, I couldn't be of use
I've checked with my colleagues and the developer ($dev1) who usually handles this issue hasn't come in yet
So the user gives me her details and goes on her not-so-merry way. Meanwhile, I manage to contact another colleague ($dev2) to check whether we can check it off together from her machine since I still don't have access. We were checking logs, database errors, audit logs trying to debug the error. Not 10 minutes pass that this same user calls..
*SLAMS THE PHONE* I stare dumbfounded at my laptop and call back $dev2 to try and help me out. Meanwhile the developer ($dev1) I was waiting for logged online and added him to the call.
So we go through the audit logs and find out that she requested 10 password resets... Strange. We tried the password reset (on our accounts) ourselves, and lo and behold. It works. So we try to go through any log we can find.. server logs, check for any downtimes, error logs. Nothing. All is stellar. She calls again around 10 minutes later...I sigh and tell $dev1 to stay with me on the call as this wasn't going to be pleasant at all.
I rope my colleague in the same call. Meanwhile we both go on Discord so we can communicate whilst one is muted.
Please note that my colleague is a male.
With the sweetest tone ever. No roughness, no demands, no aggression, no screaming.... Nothing. She heard a male's voice and just went cute puppy mode.
So much for blaming me for sending her 10 passwords but anyway...
The user scoffs.
Her sweet voice never falters when she speaks to $dev1 So we hear her footsteps scuttling away whilst me and $dev1 are discussing about what could be the issue and monitoring any changes happening in the last few seconds / minutes
Me and $dev1 just went silent as we couldn't understand what the problem was. There were no errors. Nothing. I tried it, he tried - all worked. What could be the issue?
She scuttles off again whilst we are pondering what the issue is. Some seconds later
I proceed to spell out our email addresses and we hear her scuttling back to her computer to send us the email. Unbeknownst to her, we could still hear some of the background noise of her and her colleagues, and that's when we heard her voice, her glorious loud voice giving off the most exaggerated and surprised screech as if she has discovered some universal mystery.
And I lost it. Oh dear reddit, I fucking lost it. I had tears streaming down my face, holding my sides trying not to fall from my chair. I was laughing so hard I nearly choked and my family members thought I was going bonkers. My colleague wasn't in a better shape but he managed to keep it more together. All that abuse I suffered from her, that morning, all that shouting, slamming of the phone, looking down on me ... Only to find her keyboard DOESN'T WORK had turned me into laughing maniacally. We hear her scuttling back to the phone whilst I muted completely as I was still laughing my ass off. Remember, she didn't know we were eavesdropping
No apologies for her insults, her rudeness or her behaviour towards me (mostly suspecting because I'm a female). Nothing, as if nothing happened. She wasted an hour and a half in all... TL;DR - $user tries to reset password. Blames us for the incorrect ones. $user discovers most of her keyboard doesn't work. EDIT: The password sent by email is just a temporary and randomly generated password which will be changed upon first login with it. The actual password is safely stored and securely hashed just in case it wasn't clear :) EDIT2: the system has since changed and now their login is connected to an SSO they use so this password thing cannot happen again. The system was old, over 15 years and we were rewriting it. I cannot go into more specifics without giving me away but all I can say is it was a known issue and couldn't do much about it [link] [comments]  |
| Fixing a weired problem, like a boss Posted: 08 Jan 2021 02:45 PM PST $PM : Condescending project manager $Me : obviously, me I was at an entry level tech support job. It was a Monday, I woke up in a good mood and was feeling energetic so when I arrived at the company, I decided to take the stairs instead of the elevator. On the stairs I come across $PM. $Me: Good morning! $PM looks me in they eyes and doesn't reply. I don't think much about it and proceed the desk. An hour later, phone rings: $PM: Hi, I'm calling from the conference room and I have a presentation to do, what's the password for the PC $Me : I think it's password $PM: it's not working $Me: try anotherPassword $PM: still nothing $ME: I'm coming to check what's wrong $PM: Can you please send someone else, we don't have time to waste (He's implying that I'm not able to make it work) I still went to the conference room which was located on the floor just below. To my surprise, there were 5 people in there waiting and the CEO was present too. I have some anxiety issues so I started panicking. I greeted everyone by saying good morning and only one person replied. I typed the password and I got and error message that says "the trust relationship between this workstation and the primary domain controller failed" which $PM didn't tell about on the phone. It was the first time I encounter this and I didn't know what to do. So I thought that if the domain controller couldn't trust the machine, then the machine doesn't need to communicate with it. I went under the table, unplugged the network cable, typed the password again and it worked! I didn't know how or why but it worked. I felt a huge relief and a confidence boost. I looked at the CEO and then at $PM I smiled and went out. [link] [comments]  |
| For Demonstration Purposes Only Posted: 08 Jan 2021 05:24 AM PST Hey, folks, Steve here again. As my name implies, I'm a slot techician, which means I fix the machines and get asked if I can rig it to win so many times, it might as well be a Friday Evening, Pre-Recorded sketch. Like my other stories, any names, brands, amounts, and locations that may appear have been changed for anonymity. Procedures and timelines may be changed if altering them does not break the flow of the story. Industry-standard terms (e.g. "TITO") have been left as-is. This happened a few months ago, so some details are fuzzy. It was a somewhat peaceful night so far in the casino. Calls for doors and other stupid-easy miscellany were down - so far, all save one or two calls were legitimate issues. At about 7:30, I was replacing some of the heads on the thermal printers (and chatting with $sup about the price of tea in China) when the radio crackled to life in my earpiece.
I knew the voice on the radio as Jenny, one of the better attendants. She was one of the better ones out there; she'd troubleshoot and do everything she could before calling us, and if she called in a patron dispute, it almost always meant one of two things: either she herself did not understand (and in such a case she'd hang around while I dug through the game rules and explained it to the patron), or she had already explained it to the patron and the patron refused to believe her. I set the printer parts aside and hiked upstairs to 2-CC-1501, where the patron was rambling on at her about how she saw this and how it did this and why didn't it pay her? Jenny saw me coming and stepped me aside to brief me:
I nod and Jenny goes back to deal with the patron while I check the credits on the game (zero), turn the audit key, and start doing my detective work. The game's history only goes back 20 games, so I start at the most recent and work my way back - there's some little wins here and there, but nothing on the scale that the patron was claiming - just ten credits here, fifteen there, so on and so forth - nothing out of the ordinary since they were playing 3 reels on a penny-denom 5-reel Royalty Mach 6 game. After thumbing through all twenty games, I turn my attention to the game's internal logs. Nothing out of the ordinary shows up, just the usual start-of-play, end-of-play, start-of-play, end-of-play, ticket print, and audit stuff. And then I notice the timestamps. ...Huh, that's over an h. I check the game recall screen's timestamps, and sure enough, the last play was a bit over an hour and a half ago. By now, the patron's finished their tirade, so I turn to them.
I turn back to Jenny, lean in, and softly advise her to call her manager. I hear her call for one and I go back to ticking boxes off the Standard Dispute Checklist - button test, video test, touchscreen test, the usual suspects. While I'm checking the logs one last time to make sure I didn't miss anything, Beth - the department manager on duty - arrives. Beth was a good manager. She took care of everyone in the department, and I'm actually disappointed she left at some point between this story and now.
Beth nodded and dismissed me, and I went back to fixing the printers in the tech shop while she did the needful. A couple of hours later, I see her back-of-house and talk shop with her.
Reels turn on, electronic bells ring, and most likely, someone up in the surveillance room was laughing their butt off that day. 1 We use a discreet codename for Surveillance when we're radioing them. We don't actually call them "Big Brother", however - that's just the anonymized name I chose for them. [link] [comments]  |
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