• TheHarpyEagle@lemmy.world
      link
      fedilink
      arrow-up
      5
      ·
      13 days ago

      I feel like there’s a specific peak between total technical ignorance and a weary understanding of how fickle technology can be. On this peak is the height of arrogance, where you believe you’ve really got everything figured out. Part of learning is understanding that, yes, sometimes you really did just forget to plug the modem in.

      • rottingleaf@lemmy.zip
        link
        fedilink
        arrow-up
        2
        ·
        13 days ago

        Yep, that one where the person on the peak starts lecturing you in abstract terms about trying the simplest hypotheses and such, while you are trying to solve their problem.

        I know the philosophy part that asshole is talking about, only he has no bloody clue which part is simple and which is not here.

        It was a hang port on a switch in that case.

    • Blackmist@feddit.uk
      link
      fedilink
      English
      arrow-up
      34
      arrow-down
      1
      ·
      14 days ago

      Told somebody to restart and they just went “OK, done it” like 2 seconds later. In the HDD era.

      Turns out they just turned the monitor on and off. 👍

    • Sabata@ani.social
      link
      fedilink
      arrow-up
      15
      ·
      14 days ago

      “Yes I rebooted.”

      • The guy that somehow managed to survive 180 days of random power outages.
  • Kuragi2@lemmynsfw.com
    link
    fedilink
    English
    arrow-up
    43
    ·
    13 days ago

    Then you look at the uptime. 247 days. No longer have you been elevated. Now you’re the vilest of vile. You’re the user that lies. You just say what you think we want to hear, don’t you? Well, now you’re getting put on hold. For as long as your uptime was.

    • Bosht@lemmy.world
      link
      fedilink
      English
      arrow-up
      7
      ·
      13 days ago

      Yup this is exactly what I was going to post. Was in the industry for 10 years and call me pessimistic but the second they told me they’d already rebooted I’d check uptime.

    • Pazuzu@midwest.social
      link
      fedilink
      English
      arrow-up
      5
      ·
      13 days ago

      Except when they’re not lying but windows by default has ‘fast-startup’ enabled, so every time they shutdown the uptime never resets.

    • DokPsy@infosec.pub
      link
      fedilink
      arrow-up
      7
      ·
      edit-2
      13 days ago

      We have a running leader board for uptime. Servers don’t count. That said, I’ve seen some people who think they actually are turning it off but the machine just enters sleep mode. I only trust

      shutdown /r /t 0

  • buddascrayon@lemmy.world
    link
    fedilink
    arrow-up
    69
    arrow-down
    1
    ·
    13 days ago

    As someone who’s an IT person I can tell you the vibe is actually, “Well shit, I guess I’m going to actually have to diagnose something.”

    • Sylvartas@lemmy.world
      link
      fedilink
      arrow-up
      7
      ·
      13 days ago

      I swear I could hear the call center employee (probably not really an IT guy at this stage) sweating when I called them after a thunderstorm fried my router’s entry port and I read them the list of troubleshooting I already went through before calling them.

    • littlecolt@lemm.ee
      link
      fedilink
      arrow-up
      58
      ·
      edit-2
      13 days ago

      As an IT person, I assure you, I do not believe that you actually restarted it.

      • positiveWHAT@lemmy.world
        link
        fedilink
        arrow-up
        6
        ·
        13 days ago

        I do believe you restarted the PC, but the program that has frozen is on the cloud, so we’ll have to restart the cloud.

        • Pazuzu@midwest.social
          link
          fedilink
          English
          arrow-up
          5
          ·
          13 days ago

          Or they shutdown and turn it back on, which doesn’t count in windows as restarting unless you disable fast-startup. So you get annoyed tech support thinking the user is a liar and an annoyed end user that knows they turned it off and on again.

          • thermal_shock@lemmy.world
            link
            fedilink
            English
            arrow-up
            1
            ·
            12 days ago

            I usually just explain why we have to do a restart again, which is what you described cause I run into that a lot

      • nucleative@lemmy.world
        link
        fedilink
        English
        arrow-up
        12
        ·
        13 days ago

        The amount of time I reset it myself and the problem went away is too damn high.

        Usually the end user kinda smirks and says huh, weird, I tried that! You must be magic!

        • Ironfacebuster@lemmy.world
          link
          fedilink
          arrow-up
          2
          ·
          12 days ago

          With a lot of solar equipment, the tech support has access to a lot of settings us installers don’t, so we’ve had times where we tell the tech that we’ve done everything we can, including restarting it (and with my experience with Generac inverters, restarting them can and will break something!), and sometimes it really feels like they do click a magic button, say “how about now?”, then it works

      • MrShankles@reddthat.com
        link
        fedilink
        arrow-up
        7
        ·
        12 days ago

        As someone who has been asked to restart the computer, even though I already did that before calling IT support… I internally sigh, but begrudgingly do it again just to appease their process. Because I assume plenty of people don’t do it and make y’alls life a tiny bit harder, when a restart would’ve fixed it

        Also, how many are solved by making sure the power cable is not just plugged into the wall, but seated into the back of the computer as well?

        • thermal_shock@lemmy.world
          link
          fedilink
          English
          arrow-up
          3
          ·
          12 days ago

          well shutdown isn’t a full restart anymore, it literally saves your issues and reloads it when it turns on. so we have to doublecheck that too. it should count as restart, but doesn’t.

          • MrShankles@reddthat.com
            link
            fedilink
            arrow-up
            1
            ·
            12 days ago

            Honestly, I would try the restart first (cause it was easier/more automated), and then a full shutdown and power-up. It’s been many years since I called any IT support though, but that was mu process. Cause I hated having to call for help lol

              • MrShankles@reddthat.com
                link
                fedilink
                arrow-up
                2
                ·
                12 days ago

                I hear ya, and appreciate the info because I didn’t know that. I was saying that I would do both before calling, and then again when they asked me

                But this was back in like 2004-ish, so I’m not sure what was best practice back then. I would just try it all before calling lol… going so far as to shut down and unplug for a few seconds or more

        • Localhorst86@feddit.org
          link
          fedilink
          arrow-up
          6
          ·
          12 days ago

          As someone working as on-site IT support for over 15 years, I can’t tell you how often I have asked people to restart their computer over the phone and they swore they did (“multiple times even”), only for me to eventually come around to their desk and having them actually reboot the device in my presence and for the problem to actually fix itself.

          One Lady I asked to restart their computer said “all right, hold on.” only to respond not even 10 seconds (!) later "I did, its still not working„ and after the third time I went to her desk and asked her to show me what she did. She leaned forward, turned off the monitor, then turned it back on. “I did this 10 times already, and its still not working”.

          Some people just lie about rebooting, some simply don’t actually know how to reboot properly. After a few months, you get to know who’s lying, who’s doesn’t know better and who’s actually telling you the truth, you get to know your coworkers.

          • MrShankles@reddthat.com
            link
            fedilink
            arrow-up
            1
            ·
            11 days ago

            She leaned forward, turned off the monitor, then turned it back on. “I did this 10 times already, and its still not working”.

            And this is why I couldn’t work in IT support; I just don’t have the patience for certain things. I always love teaching people new things, but most people don’t care when it comes to computers; they just want it to work effortlessly even when they’re the one screwing it up.

            And especially working on-site! Oh my life, I bet there’s that same few people… just constantly failing to even try lmao

  • Shou@lemmy.world
    link
    fedilink
    arrow-up
    15
    ·
    14 days ago

    Meanwhile I had an IT guy think I was just being an idiot. He was so confident I hadn’t checked something. Felt good when I showed him where it went wrong.

  • lennivelkant@discuss.tchncs.de
    link
    fedilink
    arrow-up
    30
    ·
    14 days ago

    I work in our service department myself (not as support tech though), but obviously, all tickets are supposed to go through 1st level. I don’t wanna be the dick skipping queue, so I did then one time I had an issue.

    There’s a unique feeling of satisfaction to submitting a ticket with basically all the 1st level troubleshooting in the notes, allowing the tech to immediately escalate it to a 2nd level team. One quick call, one check I didn’t know about, already prepared the escalation notes while it ran. Never have I heard our support sound so cheerful.

      • Ziglin@lemmy.world
        link
        fedilink
        arrow-up
        1
        ·
        13 days ago

        If someone sends a bug report with minimal effort and expects me to fix I’ll skip their report unless I have nothing better to do.

    • Xanis@lemmy.world
      link
      fedilink
      arrow-up
      7
      arrow-down
      2
      ·
      14 days ago

      My favorite little story was while working short-term at a company. Had some issues, did my normal troubleshooting steps and Google searches, identified what I felt the issue was and knew I wouldn’t have enough access to fix it. Reached out and got a response “Blah blah blaaah schedule blah blah Remote-In.”

      Later on he sent me a message and remotes into my computer. I take control quick, open up notepad, and type out “Hi!”

      To this day I swear that little show earned me more difficult fake phishing attempts. Which I mention because he specifically told me one day he had experience in the information security sector. Lo’ and behold!

    • Sabata@ani.social
      link
      fedilink
      arrow-up
      20
      ·
      14 days ago

      Still riding the high of RMAing my Index. Included all the steps I did and the reply was essentially, “Thanks for troubleshooting, confirm your address and we’ll ship your replacement.”

    • SLVRDRGN@lemmy.world
      link
      fedilink
      arrow-up
      11
      ·
      13 days ago

      Honestly most unsavvy people don’t even realize they can turn their monitors off. Especially if the buttons are behind or under the screen, they wouldn’t even know the buttons were there.

      • Zink@programming.dev
        link
        fedilink
        arrow-up
        4
        ·
        13 days ago

        I just had to search to find my work monitors’ controls yesterday! All the way on the back.

        I get credit for knowing they were turnoffable though.

      • Ziglin@lemmy.world
        link
        fedilink
        arrow-up
        6
        ·
        13 days ago

        There’s some older ones where there are actual buttons on the bottom of the screen. Beats me how the people who press them to turn it off manage to press the power button for the PC to turn it on.

    • Dicska@lemmy.world
      link
      fedilink
      arrow-up
      16
      ·
      edit-2
      13 days ago

      I remember some old movie that was on TV ~30 years ago. A terrorist group broke into some computer room to destroy the data. They shot the monitors to smithereens and ran away.

      (AFAIR they weren’t Macs)

      • LANIK2000@lemmy.world
        link
        fedilink
        arrow-up
        6
        arrow-down
        1
        ·
        13 days ago

        Considering our IT department replaces computers without moving over our files (like come on, just swap the drives!), I honestly wouldn’t be surprised if that’s how they’d treat it.

  • PoastRotato@lemmy.world
    link
    fedilink
    arrow-up
    76
    ·
    14 days ago

    If I had a nickel for every time I was troubleshooting with a friend and discovered they thought turning the monitor off and on again was “rebooting the computer” I’d be depressingly wealthy.

    • tooclose104@lemmy.ca
      link
      fedilink
      arrow-up
      39
      ·
      14 days ago

      “What do you see when it’s coming back up?”

      “Right back to the problem I’m having!”

      “So you don’t see [insert OEM logo here]?”

      “Nope. And it’s still frozen!”

      “Where’s the power button you’re holding down?”

      “On the monitor!”

      Open the window and throw it out, please

    • the_weez@midwest.social
      link
      fedilink
      arrow-up
      17
      ·
      14 days ago

      I once did a house call over an hour away to turn on elderly couples monitor back on. Didn’t feel good about giving them the bill.

    • s12@sopuli.xyz
      link
      fedilink
      arrow-up
      20
      ·
      14 days ago

      *Shuts the laptop lid and opens it.
      “Ok! It’s restarted”
      IT person: “Well that was certainly quick. Are you sure you restarted it?”
      Person: *Feels smug about how they were able to restart quicker than most people.

  • bruhduh@lemmy.world
    link
    fedilink
    arrow-up
    11
    ·
    14 days ago

    As system administrator, yesterday, one worker told me that they accidentally exited email and couldn’t get in, guess what, i just hit the log in button and it entered, guy just wanted a smoke break

  • lone_faerie@lemmy.blahaj.zone
    link
    fedilink
    English
    arrow-up
    40
    ·
    14 days ago

    Contacting IT is always my last line of defense and I get unreasonably frustrated when they refuse to help without walking me through basic troubleshooting. It’s like, I’ve already figured out the cause of the problem, just tell me where the button is to fix it. The worst was when I had to RMA my Pixel phone and they made me go through every step I’d already been through just to come to the same conclusion I initially came to them with.

    • Zink@programming.dev
      link
      fedilink
      arrow-up
      3
      ·
      13 days ago

      Any time you’re working with somebody who has to deal with the general public(or general workforce) though, you gotta be understanding.

      They have to sort through the clueless people who turned off their monitor, and they have to deal with the Dunning-Kruger people who lie about what they did because they think they’re so damn smart.

      And if it’s the first contact level 1 type support, they may not have the expertise to tell the difference and have to rely on the scripts.

      • lone_faerie@lemmy.blahaj.zone
        link
        fedilink
        English
        arrow-up
        2
        ·
        12 days ago

        Yeah, for sure. As frustrating as it may be, I’m always understanding with the support agent. They’re just doing their job, it’s not their fault there’s a procedure they need to follow.

    • IMongoose@lemmy.world
      link
      fedilink
      arrow-up
      4
      ·
      13 days ago

      My buddy had google support tell him to send a screenshot of his phones screen burn in. They took a good amount of convincing before they admitted that that wouldn’t work.

    • LotrOrc@lemmy.world
      link
      fedilink
      arrow-up
      15
      ·
      13 days ago

      Having worked in IT about 12 to 15 years ago I can honestly say I just stopped believing people when they told me they did things or checked things because 99% of the time it was just a flat out lie.

      And taking them at their word meant wasting my own time because usually it was just a quick fix that I suggested in the first place.

      It quickly, quickly taught me that 99% of people are fucking idiots, and that even the smart ones who actually knew what they were doing with a computer could be idiots too.

      • rottingleaf@lemmy.zip
        link
        fedilink
        arrow-up
        1
        ·
        13 days ago

        because 99% of the time it was just a flat out lie.

        What I don’t understand is why they lie about something directly causal to the resolution.

    • Ookami38@sh.itjust.works
      link
      fedilink
      arrow-up
      4
      ·
      13 days ago

      Depending on what you’re needing done, a lot of times IT has to cover their asses. If it didn’t happen on that phone call, it didn’t happen. I always appreciate the gumption, you probably saved us like, 30 call just from figuring out other issues yourself. If it’s anything that will cost the company money, though, like replacing hardware - if I don’t take due diligence in making sure those earlier steps are done, it’s my ass on the line.

      You know you’re smart enough to do the troubleshooting, but that technician has probably 1000+ users that rotate weekly, they can’t keep a log book of which ones are good and which ones will land them in the shit. I totally get the frustration, but the ones who lie about doing simple troubleshooting ruin it for everyone.

    • CrabLangEnjoyer@lemmy.world
      link
      fedilink
      arrow-up
      13
      ·
      14 days ago

      Google support is a joke, I had to RMA a tablet, obviously went through all the troubleshooting before (factory reset included). The dude on the Hotline was like: “fantastic you did everything I would have told you. Unfortunately our system doesn’t accept that way of working I need to send you an email with the same troubleshooting steps you already did and you need to call again in a few minutes and confirm to a new support agent that you followed what the email told you”

      To their credit it was accepted afterwards with no issues but that whole process is more than braindead

    • TheHarpyEagle@lemmy.world
      link
      fedilink
      arrow-up
      2
      ·
      13 days ago

      To be fair even the most technically adept person can have tunnel vision where they start digging before ruling out all the simple stuff. Yes it can feel tedious and a little condescending to follow all those steps, but you get humbled the first time it really is just an unplugged cable.

    • psud@aussie.zone
      link
      fedilink
      arrow-up
      16
      ·
      14 days ago

      Me to Google support for a problem with my brand new pixel 3 back when the 3 was the new hotness

      Me: my camera only works for one photo, then doesn’t work again until I reboot it. Then it again works only for one photo, then it gives the error “camera [number] is locked” (screenshot)

      Support: that sounds like a fault. Could you reboot your phone and tell me what happens?

      Me: ok. … Right I’m back. Just like for all the ten photos I took before contacting you, it worked for one photo then that same error. That makes eleven times I rebooted my phone today.

      • lone_faerie@lemmy.blahaj.zone
        link
        fedilink
        English
        arrow-up
        4
        ·
        13 days ago

        The worst for me was with the Nexus 6P, the last phone before they rebranded to Pixel. There was a known issue with the battery, where it would die when the phone said it was at like 50%. I jumped through all their troubleshooting hoops when it was obviously a hardware issue. They eventually agreed to send out a replacement and I was assured it wouldn’t have the issue. Lo and behold, it did the exact same thing as soon as I got it. I went through all the trouble shooting again and they sent ANOTHER replacement that still had the issue. I was so fed up and just kept requesting to talk to someone higher up and they eventually just sent me a Pixel 1 to shut me up.

    • JeSuisUnHombre@lemm.ee
      link
      fedilink
      arrow-up
      185
      ·
      14 days ago

      Yeah, 50% person actually restarted, 30% chance person is lying, 20% chance person just turned the monitor off and back on.

      • frunch@lemmy.world
        link
        fedilink
        arrow-up
        13
        ·
        13 days ago

        My buddy works IT for a company and that 20% chance is one he encountered just last week!!

    • doctordevice@lemmy.ca
      link
      fedilink
      arrow-up
      21
      ·
      14 days ago

      The user always lies. Or even if they don’t, they can’t intimidate the ghosts in the machine like you can.

      • OR3X@lemm.ee
        link
        fedilink
        arrow-up
        25
        ·
        14 days ago

        I just recently had a wfh user ship me one of his monitors back because we had exhausted every thing I could think of troubleshooting-wise. When it arrived I unboxed it, plugged it in and the damn thing worked fine. I followed up with him and finally realized he had been trying to push the damn power LED instead of the actual power button.

        • lad@programming.dev
          link
          fedilink
          English
          arrow-up
          7
          ·
          13 days ago

          Searching for a button is sometimes really hard, as manufacturers are quite inventive. But then again, reading an instruction is usually an option even if it is last resort (in the list it’s right after mailing the monitor to the support, it seems)

      • Rai@lemmy.dbzer0.com
        link
        fedilink
        arrow-up
        12
        ·
        14 days ago

        I lied while RMAing a video card… kinda.

        I spoke with an incredibly nice Indian fellow, and he asked me to try some troubleshooting. I had done all of it before, so I… pretended. But I told him all of the things I experienced when I did those steps (and lied further by giving ample time to pretend to do things.)

        He RMA’d it just fine in the end and it works five years later. But I did feel bad about lying. I just didn’t want to take my whole working setup and do the troubleshooting steps again D:

        You get a lot of shit MSI, but you did me goodly.

    • Godort@lemm.ee
      link
      fedilink
      arrow-up
      57
      ·
      14 days ago

      I tend to just check uptime before asking this question.

      If I see the machine has been up for weeks and they tell me they rebooted it, I know i’m dealing with someone who doesn’t know that pressing the power button on the monitor doesn’t turn the computer off.

      • I2jgwh0hYtxrCZQ@lemmy.sdf.org
        link
        fedilink
        arrow-up
        21
        arrow-down
        3
        ·
        14 days ago

        Could also be windows fault.

        It likes to do soft restarts and not actually restart.

        I started telling my users to always hold shift when shutting down or restarting to make sure it shuts down fully.

        • EonNShadow@pawb.social
          link
          fedilink
          arrow-up
          26
          ·
          14 days ago

          I explain fast boot to people by saying “for some reason Microsoft went and made the Shut Down button not actually shut down your PC, it really just puts it into a ‘deep sleep’ mode, and to their credit, it lets them say that boot times are faster… But it also means that in order to FULLY restart the PC, you have to click restart… I know it’s a pain”

          Usually I get looked at like I’m from another planet, but that reaction means they’ll probably remember it later.

        • SteveTech@programming.dev
          link
          fedilink
          English
          arrow-up
          42
          ·
          edit-2
          14 days ago

          AFAIK fast startup only affects shutdown, clicking restart will always do a full reboot. Shift clicking shutdown will do a full shutdown like you said, but shift clicking restart will start recovery mode.

      • lightnsfw@reddthat.com
        link
        fedilink
        arrow-up
        11
        ·
        14 days ago

        I don’t even bother checking. I tell them I’m going to do something on my side that might cause their computer to reboot and then reboot it remotely.