* Posts by lisam

3 posts • joined 10 Dec 2012

Help-desk hell

lisam
Devil

Help Desk Hell

Again, working in the field doing software support for a gov't agency....

User calls that her scanner is not working. I go to the site and she has both a pc and a mac on her desk. I ask her about the scanner and she says, well, it's not working from my mac.

I look at the set up, and then at her, and cannot help myself. I laugh. The scanner is hooked up to the pc.

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lisam
Devil

Help Desk Hell

When I went out in the field as a software support tech at a gov't agency, had a user in the Director's office call frantically stating her mac was typing random numbers all on its own! We had just upgraded to OS X and all I could think was somehow she'd gotten into the Darwin kernel. I spent two hours and could not reproduce the problem. Let her a note to call me when/if if happens again.

I come in next day to her equally frantic message from 9 pm night before. "It's doing it again!!!" I go up to the office, and as soon as I walk in the door, I know the problem. She has a mac laptop plugged into an external monitor, but the laptop is open and she's using that keyboard. HOWEVER, she also has an external keyboard plugged in, and on the FLOOR upside down under her desk!! I sit down, and without touching a thing, tap the keyboard with my shoe. "Is this the problem?" She starts laughing. I unplug the external keyboard.

Problem solved.

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lisam

Help Desk Hell

Several years ago I had a user from a gov't agency call the Help Desk for assistance. Her computer was not working properly. At least she called the right place! Our job was to route the calls to the proper group to help her. I asked for the asset tag number of the computer on her desk. "I don't have a computer on my desk." Okay, is it on the floor under the desk perhaps? "I have NO computer on or under my desk!" She is quite adamant about that. After a few more questions on the location of the computer causing the problem, she blurts out: "As I said, I have NO computer by me, all I have is this AIR CLEANER on my desk!!" The "air cleaner" turned out to be a macintosh cube (remember those?). I asked for the asset tag off the air cleaner so I could assign her ticket.

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