"Why can't I install the app on my computer ?" Tech Support |
- "Why can't I install the app on my computer ?"
- My stepdad accidentally killed an SSD
- No one checked the basics...
- A short ingrateful caller story
| "Why can't I install the app on my computer ?" Posted: 01 Jan 2022 09:24 AM PST Short back ground story: I was working at a large BPO-IT service desk company for 4 years. During that 4 years we were a voice account, meaning we get calls to troubleshoot and as mush as possible to resolve the issue on the call, we can also remote in to the computer if need be. This happened before the pandemic of covid-19 Fortunately we only support employees of client company, so most of the caller are calm and collected. The company is considerate and also employs senior citizens and usually works at home, and depends on their role/job they will be using either personal or company provided computer. If using a personal computer their is logging in to their citrix site. Main story: The caller is a nice old lady, as old people go that they are very ignorant around computers and I am very understanding about that. The caller is a new hire and was (don't know why the company does this) sent onboarding steps for new joiner but no instructions on how to set up the required apps to the computer to open citrix apps and was advised to call IT service desk, which is us. As I was handling the call and asking questions to isolate the issue to help her properly. Unfortunately since she was very illiterate about computers was unable to answer most on my questions or probing, the only thing I got was she was using a personal computer. So the last choice I had is remote in to personally see by RDA on what is the issue. I was shocked when I was finally was able to remote in, just to remind you this happened before covid hit, so this was around late 2019. Her computer is very old, she said on earlier the computer as old but I didn't expect this old, I expected she was using like win 7 or vista. The computer was running Win 95 and for citrix the computer needed the application Citrix receiver/workspace to open app from the site. I asked one of the support team(which I was familiar and friends with) on what is the lowest or minimum OS for the cirtix workspace, they said the lowest should be win 7(any version). He was shocked and laughed when I said the caller is still using Win 95, After the shock and inquiry from the support team I was composing in my mind on what to say to her to not irate or insult her. So I explained in a very basic way on why the citrix receiver will not install and advised to reach out to like her son/daughter or her neighbor on helping her upgrade her to a more modern computer, so she can work on it. note: I was very lucky the lady was very nice and understanding. Please don't judge me too harshly on this cause I am from a Philippines and so far the oldest OS I know on a personal computer is Win 7 and those were not gamers or not have much income, so I never expected someone is still using Win 95. [link] [comments] |
| My stepdad accidentally killed an SSD Posted: 01 Jan 2022 11:50 AM PST Today, I gave to my little brother a shiny new NVME drive for his PC, because the existing drive in his PC holds about enough for one Windows install, Steam, and a handful of text adventures. I handed him the NVME drive and my stepdad, who is a pretty savvy computer user, happily accepts it and says he'll pop it in for him. Crucially, he seems a little confused about the form factor, but I assure him there should be a slot for it, and that it's an easy process. After all, he taught me things about computers when I was a kid, and my stepbrother's young, switched on and happening. This is in safe hands. About an hour later, I get the call I was dreading. He says it won't boot. Now, I'm somewhat skeptical about this, seeing as the BIOS wouldn't try to boot from an empty drive, but I don't have to ask, because he immediately clarifies with "I put it in the cable and it's not working." Yes, folks. He put it in THAT cable. I immediately realise that he has, in fact, plugged the NVME drive directly into a spare SATA power, and the boot failure was due to the power supply tripping. I then ask him to photograph the motherboard, so that I can identify the board and find where the M.2 slot should be. Sure enough, it's under the GPU, and after 15 minutes of surgery, he's got it back up and running. Except Windows doesn't recognise the drive. The BIOS doesn't recognise the drive. There is no drive to recognise. It's fried. Thankfully, it wasn't that expensive, so I can get a replacement fairly easily, but yikes. RIP NVME drive, 2021-2022. [link] [comments] |
| Posted: 01 Jan 2022 11:39 AM PST I had my own tech onsite support company for home and small business users for 15 years. Basically like the big blue store, before they went nationwide. I got a call from an older client who could not maintain a solid internet connection. It would go on and off repeatedly throughout the day. I always traveled with extra parts, network cards, power supplies, graphics cards, etc. She tells me she had the cable company out 2 of 3 times and they replaced the modem each time. She took it to a nearby shop that said it must be the hard drive and replaced the hd and reinstalled the OS. Now, I always listen to previous things done, but also take the approach of... Start at the beginning, check the simple things, most likely to be the cause of the problem. Her network would go on/off every 30-45 secs. I checked her internet with my laptop and it was stable for much longer with good speed. After powering on her desktop and observing the network adapter in the control panel and device manager. I could see it (the network port) disappear and reinstall every 30-45 secs. From this I deduced network card could be failing or a bad slot in the MB (no onboard Ethernet). Tried a new slot and a new card, same symptoms. I also suspected the power supply, but tried the other 2 things first. I installed a new power supply and her old network card. Power up and the problem was solved. Less than an hour (stayed for the full hour minimum to check her AV, bloatware, etc) and the cost of a new PS, she was good to go. No one else had bothered to observe the actual problem and jumped to a conclusion and didn't even test to make sure their solution fixed the problem. I could forgive the cable tech, they usually don't and are told not to change out parts. The other company though, to just blindly replace the hard drive and reinstall the OS, and not run a full test after. Neither tech had checked that it was fixed as it was a repeatable and short time frame for the problem to repeat. Rule out the simple stuff that is also quickly checked, first. Edit: I remembered (this was several years and thousands of tech calls ago), I also always carried a portable power supply tester. It measured voltage on each connection. This confirmed the power supply as the problem. That was also standard procedure and why I would always carry 1 or 2 ATX power supplies with me in my "go kit". [link] [comments] |
| A short ingrateful caller story Posted: 01 Jan 2022 10:27 AM PST Short back ground story: I was working at a large BPO-IT service desk company for 4 years. During that 4 years we were a voice account, meaning we get calls to troubleshoot and as mush as possible to resolve the issue on the call, we can also remote in to the computer if need be. This happened before the pandemic of covid-19 Fortunately we only support employees of client company, so most but not all of the caller are calm and collected. Some employees on that company use their personal computer and uses the company citrix portal. Main Story: The caller is a new hire of the client company and using her pesonal mac for work lets call her IL(ingrateful lady) and me as OP OP: Hi thank you for calling ***** service desk I am OPagent and can I have the following details IL: sure no problem after verifying her details and confirming she is an employee of the company the probing starts IL: okay I am new hire and having trouble with the onboarding steps here. OP: ok I help you on that, no problem. so what step are you having trouble with ? IL: I don't know I haven't started with any of the steps yet. OP: oh okay. then do you have the paper or pamphlet with the instructions on it *from this point on I know I have a very long call OP: okay then please open the instructions and I will guide you to the process. IL: okay * so I assisted user in the following issues:
OP: ok seems to be ok now [recapped on what happened on the call], the is there anything else I can help before we disconnect IL: yeah one more thing I have another monitor hooked up, can you make the Virtual desktop open/expand on both screens. * usually that is out of our scope since this is a personal computer and by policy we are not really allowed to control or make changes to the computer for safety and security *also note that up until that time I haven't touched or used a mac computer, I am a techy guy but used only windows, so the settings and versions for like new for me but since the call was already like an hour and my AHT(Average Handling Time) for that day is done for, might was try to do it. I was able to extend the other monitor but wasn't able to extend the vdi to the other screen, was able only to full screen on either monitor. I know how to use dual monitors cause using one during that time also with company vdi So I apologized since unable to do it and tried to explain that since using a personal computer it may not be compatible to extend to dual monitors IL: but my co-worker has the same setup as me and was able to do it and you can't ? OP: then if you can, please contact her and and get the ticket no. so I can like replicate the steps he/she did. IL: I don't have any contact with that co-worker. I just know we have the same setup and you guys was able to solve this issue *so from that statement she doesn't have proof of the resolution she JUST KNOWS it us who resolved it for her co-worker and refusing to call her co-work to either help me or self service her own problem note this the line below is the exact words she used IL: we have been on this call for more than an hour and you did ABSOLUTELY NOTHING to help me, I mean nothing at all. why did I even bother to call you guys if you can't with anything. bye *hangs up* what's more infuriating is that during that call I heard no tone of happiness or appreciation even before saying her last issue. then she have the balls to give a negative survey, [link] [comments] |
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