End User Support Nightmares
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- They always assume that when there Hard drive are near full, or like 70% the machine gets slower... I reckon some even think that the laptop got heavier cause of the files....hahaha
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- When things doesnt work out, usually managers are trained to keep asking WHY on everything, for example I once fixed an connectivity issue by disabling the WiFi adapter and then re-enable it, and she asked Why did it happen, and I looked at here and like really ? will you really understand ? you barely manage to login to your Machine every day.
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- They can never understand the relationship of ISP WAN and Local Area Network, no matter how I tried to tell upper management that LAN speeds are not related to ISP and it wont affect, but I really cant blame them so much on this one, cause it is a bit advanced perhaps
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- Lack of understand of Gigabyte or Megabyte, they just use whatever term they remembered.
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- oh of-course, why shutdown their end user machines, leave it running 27 days non stop. I think that one user passed an uptime of one of my servers.
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- Oh you got an issue with an external website that I dont know nothing about, and got created by another team in another country, and it has a button called contact support but you choose to come to me instead, how thoughtful. Guess what I will do to solve the issue, contact website support.
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- If you start filtering internet and blocking Youtube cause you have 8 Mb/s for 100+ users, you will start getting treats and please please unblock the network, and if someone has slight disconnection they will state ohh look he closed my internet again, he always does this to me to mess with me.
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- Oh I have huge issue on my laptop, user explains the issue... and you drop all your work, cause it is P1 user issue.
Oh its my personal laptop btw at home. And no mention of any fees or charge for your services (well actually 1 user only gave me)
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- Oh can you help me with writing Power Point presentation.
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- Why should I create password for my account, you IT guys already have all the passwords and can do everything.
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- You used Recovery disk to blank/clear Windows User password, cause management fired a person and he didnt provide the password for his account, okay you solved the day. But now management looks at you like hacker than can hack the NSA or FBI, and no longer trust you. And guess whom they want to fire next.
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- send emails to anticipate problem and raise awareness, for exmaple I learned that in Outlook desktop app, the PST file is limited 50 GB, and it it grows bigger it will stop downloading emails to the PST, but it didnt display any alert to the user btw.
So we send emails to raise awareness, no one reads it. Cause at the end they clearly tell you it is gona be your problem when the problem happens and you will deal with it. So why bother reading your email.
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@emad-r said in End User Support Nightmares:
- They can never understand the relationship of ISP WAN and Local Area Network, no matter how I tried to tell upper management that LAN speeds are not related to ISP and it wont affect, but I really cant blame them so much on this one, cause it is a bit advanced perhaps
This one is easy. The LAN is like the interstate - very fast. The internet is more like the side roads in your neighborhood, much slower.
Now this isn't really how it works, in fact probably really just the opposite, but they will probably understand this analogy.
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@emad-r said in End User Support Nightmares:
- You used Recovery disk to blank/clear Windows User password, cause management fired a person and he didnt provide the password for his account, okay you solved the day. But now management looks at you like hacker than can hack the NSA or FBI, and no longer trust you. And guess whom they want to fire next.
This seems really weird. I'm assuming no centralized authentication then? Why not just wipe the machine? use an image to rebuild it... all badness from last user is gone.
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@dashrender said in End User Support Nightmares:
@emad-r said in End User Support Nightmares:
- You used Recovery disk to blank/clear Windows User password, cause management fired a person and he didnt provide the password for his account, okay you solved the day. But now management looks at you like hacker than can hack the NSA or FBI, and no longer trust you. And guess whom they want to fire next.
This seems really weird. I'm assuming no centralized authentication then? Why not just wipe the machine? use an image to rebuild it... all badness from last user is gone.
How long does it take you to re image ? Cause it takes me 1 min to blank user windows pass with Linux ntpasswd
And yes this was pre saltstack days
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@emad-r said in End User Support Nightmares:
@dashrender said in End User Support Nightmares:
@emad-r said in End User Support Nightmares:
- You used Recovery disk to blank/clear Windows User password, cause management fired a person and he didnt provide the password for his account, okay you solved the day. But now management looks at you like hacker than can hack the NSA or FBI, and no longer trust you. And guess whom they want to fire next.
This seems really weird. I'm assuming no centralized authentication then? Why not just wipe the machine? use an image to rebuild it... all badness from last user is gone.
How long does it take you to re image ? Cause it takes me 1 min to blank user windows pass with Linux ntpasswd
And yes this was pre saltstack days
It takes me about 8 mins to reimage. But even so, I would still do it anyway. Get rid of the old user's crap, change the computer name to something I know belongs to this user, etc.
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@dashrender said in End User Support Nightmares:
@emad-r said in End User Support Nightmares:
@dashrender said in End User Support Nightmares:
@emad-r said in End User Support Nightmares:
- You used Recovery disk to blank/clear Windows User password, cause management fired a person and he didnt provide the password for his account, okay you solved the day. But now management looks at you like hacker than can hack the NSA or FBI, and no longer trust you. And guess whom they want to fire next.
This seems really weird. I'm assuming no centralized authentication then? Why not just wipe the machine? use an image to rebuild it... all badness from last user is gone.
How long does it take you to re image ? Cause it takes me 1 min to blank user windows pass with Linux ntpasswd
And yes this was pre saltstack days
It takes me about 8 mins to reimage. But even so, I would still do it anyway. Get rid of the old user's crap, change the computer name to something I know belongs to this user, etc.
I see, well in this scenario and most scenario where I work starting fresh is not easy, cause we have very high turn over rate from expats so they do the handover on their laptop so we can't format . And the handover person can come in next day or next months
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@emad-r said in End User Support Nightmares:
@dashrender said in End User Support Nightmares:
@emad-r said in End User Support Nightmares:
@dashrender said in End User Support Nightmares:
@emad-r said in End User Support Nightmares:
- You used Recovery disk to blank/clear Windows User password, cause management fired a person and he didnt provide the password for his account, okay you solved the day. But now management looks at you like hacker than can hack the NSA or FBI, and no longer trust you. And guess whom they want to fire next.
This seems really weird. I'm assuming no centralized authentication then? Why not just wipe the machine? use an image to rebuild it... all badness from last user is gone.
How long does it take you to re image ? Cause it takes me 1 min to blank user windows pass with Linux ntpasswd
And yes this was pre saltstack days
It takes me about 8 mins to reimage. But even so, I would still do it anyway. Get rid of the old user's crap, change the computer name to something I know belongs to this user, etc.
I see, well in this scenario and most scenario where I work starting fresh is not easy, cause we have very high turn over rate from expats so they do the handover on their laptop so we can't format . And the handover person can come in next day or next months
Seriously - it's 8 mins from an image. Assuming no centralization, perhaps you don't care about PC name, you boot from USB, use Clonezilla to pull the image down, boot - create user and done. The user can enjoy a cup of coffee for 15 mins max while you do that, assuming you were handed the laptop right when the new person just walked in.
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@dashrender said in End User Support Nightmares:
@emad-r said in End User Support Nightmares:
@dashrender said in End User Support Nightmares:
@emad-r said in End User Support Nightmares:
@dashrender said in End User Support Nightmares:
@emad-r said in End User Support Nightmares:
- You used Recovery disk to blank/clear Windows User password, cause management fired a person and he didnt provide the password for his account, okay you solved the day. But now management looks at you like hacker than can hack the NSA or FBI, and no longer trust you. And guess whom they want to fire next.
This seems really weird. I'm assuming no centralized authentication then? Why not just wipe the machine? use an image to rebuild it... all badness from last user is gone.
How long does it take you to re image ? Cause it takes me 1 min to blank user windows pass with Linux ntpasswd
And yes this was pre saltstack days
It takes me about 8 mins to reimage. But even so, I would still do it anyway. Get rid of the old user's crap, change the computer name to something I know belongs to this user, etc.
I see, well in this scenario and most scenario where I work starting fresh is not easy, cause we have very high turn over rate from expats so they do the handover on their laptop so we can't format . And the handover person can come in next day or next months
Seriously - it's 8 mins from an image. Assuming no centralization, perhaps you don't care about PC name, you boot from USB, use Clonezilla to pull the image down, boot - create user and done. The user can enjoy a cup of coffee for 15 mins max while you do that, assuming you were handed the laptop right when the new person just walked in.
Are you dense? we cant format, the Handover data is still in the laptop. It is needed for the next person fills the position and takes over.
I understand that you know CloneZilla and you are good at it, noted. But dont turn every comment to a guide cause not every scenario is an scenario identical to where you work at.
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@emad-r said in End User Support Nightmares:
@dashrender said in End User Support Nightmares:
@emad-r said in End User Support Nightmares:
@dashrender said in End User Support Nightmares:
@emad-r said in End User Support Nightmares:
@dashrender said in End User Support Nightmares:
@emad-r said in End User Support Nightmares:
- You used Recovery disk to blank/clear Windows User password, cause management fired a person and he didnt provide the password for his account, okay you solved the day. But now management looks at you like hacker than can hack the NSA or FBI, and no longer trust you. And guess whom they want to fire next.
This seems really weird. I'm assuming no centralized authentication then? Why not just wipe the machine? use an image to rebuild it... all badness from last user is gone.
How long does it take you to re image ? Cause it takes me 1 min to blank user windows pass with Linux ntpasswd
And yes this was pre saltstack days
It takes me about 8 mins to reimage. But even so, I would still do it anyway. Get rid of the old user's crap, change the computer name to something I know belongs to this user, etc.
I see, well in this scenario and most scenario where I work starting fresh is not easy, cause we have very high turn over rate from expats so they do the handover on their laptop so we can't format . And the handover person can come in next day or next months
Seriously - it's 8 mins from an image. Assuming no centralization, perhaps you don't care about PC name, you boot from USB, use Clonezilla to pull the image down, boot - create user and done. The user can enjoy a cup of coffee for 15 mins max while you do that, assuming you were handed the laptop right when the new person just walked in.
Are you dense? we cant format, the Handover data is still in the laptop. It is needed for the next person fills the position and takes over.
I understand that you know CloneZilla and you are good at it, noted. But dont turn every comment to a guide cause not every scenario is an scenario identical to where you work at.
Of course that's true - but you have important data on a machine? no backups? or just don't want to deal with restoring the data?
