Grar.

[kageneko.livejournal.com]

Hi. I'm new here. Before I go on, I'll give a little background on myself. I currently work for a company that develops enterprise software. I only deal with IT departments and usually with people who are qualified to work with Active Directory, group policy management, and fun stuff like that. So, while for many people these questions many not sound entirely dumb, please, consider the source.

The calls have been stripped down to protect the innocent.

Well, today seems to be "Ask a Help Desk 101 Question" day.

Call #1:
Caller: So, how do I remove (insert product name here)?
Me: You can remove it using Add/Remove Programs. This is outlined in the Administrator Guide on page (insert page number here).
Caller: Well, I see it there, but it doesn't give me the option to remove it.
*pause*
Me: Are you logged in as a local administrator on the machine?
Caller: I'm logged in as the service account for (insert product name here).
Me: Is that account a domain or local administrator on this machine?
Caller: No. Hang on and I'll login as the local administrator.
*wait a few minutes*
Caller: Well, what do you know? I can remove it now.

Um... duh?

Call #2:
Caller: (insert file name) cannot be found.
Me: Okay.
Caller: How do I get around this?
Me: Have you tried copying the file from a working system?
Caller: No. But I'd need to get into Windows, right?
Me: Have you tried Safe Mode? This error occurs when Windows is loading, but after our pre-boot authentication screen.
Caller: Oh, no, I haven't tried Safe Mode. I'll do that and copy the file.
Me: If for any reason that doesn't work, we can edit the registry entries.
Caller: How can I get edit the registry entries? Don't I have to be in Windows for that.
Me: Safe Mode.
Caller: You can use regedit in Safe Mode?
Me: ...
Me: Yes.

Comments

[purple-mctacky.livejournal.com]

for many people these questions many not sound entirely dumb, please, consider the source

Glad you put that in there. Because I was like, "Come on, that's not THAT bad."

[kageneko.livejournal.com]

Oh, I agree... if I were doing end user support, these wouldn't be so bad. I DO have some classic gems from those days.

But since I'm supporting people who should be as knowledgable as me when it comes to standard functionality? The height of stupidity.

[purple-mctacky.livejournal.com]

yes, I agree, especially the part about being logged in as administrator. They should be forced to do the chicken dance naked down Main Street for that.

[mathsnerd]

and have it videotaped and broadcasted on YouTube!

[geekgrrl-ca.livejournal.com]

I revisited a classic gem last night I wowed my coworked by asking the enduser for a child... to take over control of the computer (was doing that long before i saw 3 dead trolls in a baggy)