Thursday, June 03, 2010

Simple stuff

As a support geek, I'm sure that I've asked the same questions over and over.
  • Did you exit the program, start it back up and log back in to it?
  • Did you log off your profile, log back in and restart the program?
  • Did you reboot?
  • Is the $hardware plugged into power, turned on, and is the network activity light blinking?
If you haven't done or checked the above things and you're calling, we're going to have you do the above and call us back if it doesn't work. I know it's stupid to have to say the same things over and over, but sometimes, the users forget. We don't have flip charts. We've just encountered the same issues over and over that we know what the problem is, and we'll either walk you through the solution, or we'll remote in to your machine and fix it ourselves. That might include logging you off and logging into the Admin profile, or it might be that we want you to stay logged in, because it's something with your profile. We'll do the best we can with what we've got.

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