techrecovery | Logic? What's that?

A new user (as in someone who has just today gotten set up with her new laptop) calls because she is having some issues with getting her printer set up. On the surface, not a major issue. Our employer makes the process fairly idiot proof by giving the user an icon on the desktop that they click on, and all they need to do is keep clicking "Next" and "Continue" and connect the printer when prompted. So anyway, a user calls because the process got "stuck". It just stopped working and had been hanging for about 5 minutes when she called. No biggie, we'll just run the uninstall and then try the install again. So, go to Task manager, end the process, and we'll go from there.

Thing is, she is running another program at the time. She is, in fact, trying to transmit something.

This is when my head hit the desk. We are very particular to make sure the user knows to be running *nothing* else while running the printer setup, because the process involves at least one exit from Windows to log in again, and one system reboot. So here she is, knowing this, and she decides to start transmitting in the middle of her setup! She contends that she only started to transmit once the set-up had frozen on her (I don't believe that for a minute, BTW). After all, if that was stuck, she may as well be doing something with the computer. Even if this were true, what made her think that starting a new process while something else was stuck would be helpful?!

Sheesh!