(no subject)

[buckaction.livejournal.com]

a few minutes ago I was just assigned a case, This case has apparently gone through about 5 hands before It was thrown at my department, and subsequently at me. customer sent in a logfile showing this:

Supply Status Fault Fan Fail Temp Fail
------ ------------ -------- --------- ---------
PS0 [NO_FAULT ] OFF OFF OFF
PS1 [NO AC POWER ]


"NO AC POWER", could well mean that the Power Supply is bad, but most likely it means it's not plugged in, or plugged into a bad outlet or something.


There is no real nice way to say "hey putz, make sure it's plugged in", but I can't send just send them a tech with a new PSU without asking first. So I sent the customer an e-mail, asking, as politely as possible, if they can check to make sure it's plugged in properly.

Not even 2 minutes goes past before I get a response back that says simply "close the case, the problem is resolved"



lawl.

Comments

[mouse-from-marz.livejournal.com]

LMAO.. that's the first step in the KISS techsupport manual - "make sure the device is plugged/has power"

Here's what I do.

[hopefulnebula]

"OK, now, I want you to unplug the device for me -- no, it won't damage it, it's already not receiving power -- and blow on it. Sometimes a bit of dust gets into the works. Then plug it back in." Repeat with the other end of the power (or whatever) cable if necessary.

If the person had it unplugged or the connection was loose, it gives them an out.

If it wasn't connected to the right thing in the first place, it takes the user's eyes off of the socket, and they might pay more attention this time.

Re: Here's what I do.

[the-s-guy.livejournal.com]

Yep. Testing via misdirection is a standard tool in the techsupport arsenal, particularly useful for callers who refuse to do anything.

Another variant for this particular scenario is "Please unplug the (power) cable and check if the prong/underside of the plug has a power rating written on it..." followed by "Then plug it back in and press the following buttons - [some sequence which does nothing, or maybe a reboot]."

Re: Here's what I do.

[the-s-guy.livejournal.com]

And I should mention that I have used "blowing the dust off the cable / out of the socket" literally hundreds of times in live calls and have never, ever been refused. And half the time, it 'mysteriously' fixes the issue. Heh.

Re: Here's what I do.

[emsporter.livejournal.com]

One of my coworkers (internal support) used to call this "giving the cables a blowjob". Always got a laugh, and end-users were usually happy to do as she asked.

[dagbrown.livejournal.com]

"Is it plugged in?"

"At both ends?"

Funny how often that works.

[awarrenfells.livejournal.com]

Heheheh. I have had one or two issues like that.

[awarrenfells.livejournal.com]

Oh, and your Icon == Win. Btw ^_^

[kenbrody.livejournal.com]

"There is no real nice way to say 'hey putz, make sure it's plugged in'"

Sure there is...

"The message indicates it may be plugged into a faulty outlet. Can you please unplug it, and try something else in the same outlet?"