(no subject)

[bekscilla.livejournal.com]

Has anyone ever actually seen an error message that includes the words "blah blah"? Because I've had 4 or 5 users lately tell me it says "blah blah".

Mind you - remote assistance somehow makes the error message have actual words in it, so i've never seen these error messages

I don't know how users expect us to work out what the issue is, when they can't even read what is on their screen. It's no wonder they're having issues.

(cross-posted to my journal)

Comments

[tmercenary.livejournal.com]

it will be in the next version of Windows.

[bekscilla.livejournal.com]

Dude, how're they running the next version of Windows on their supposedly SOE machines? :P

[tmercenary.livejournal.com]

It's astounding, time is fleeting
Madness takes its toll
But listen closely, not for very much longer
I've got to keep control

[ladynisa.livejournal.com]

Can I steal your Spike icon?!?!?!

[bekscilla.livejournal.com]

Aaaah, now I have Time Warp stuck in my head! But at least it's a good song, aaaand explains the problem!!

[bekscilla.livejournal.com]

Certainly!! If you ever work out who made it, let me know!

[bekscilla.livejournal.com]

Why on earth would you need that silly "error no" thing?!

[tsutton.livejournal.com]

Yup, too much.

I ask for more info. User said "it's an error"

YES I KNOW!

*shakes head*

[the-s-guy.livejournal.com]

I ask them to read the error OFF THE SCREEN to me, using almost that exact intonation. Works wonders.

The backup plan is to ask them to spell it, letter by letter.

If they can't do that, I remotely grab their screen. But if that option's not available to you, there's a more options -

* ask for someone else to read the error for them
* get them to screendump it to a printer and fax it to you

...no, I'm not kidding on that last one, I've done it a couple of times when there was no other way to extract information from a particularly dense caller.

[taii.livejournal.com]

and they usually "blah blah" over the bit that tells you exactly what the problem is..

or, what usually happens to me, is when I ask them to repeat the message exactly, they still paraphrase is.
"yeah, it says my password's wrong."
When you log on through a Novell/AD hybrid, that doesn't tell me which password's wrong, dumbass!

ooooor
"Is there an error?"
"yes"
"..."

[guruphil.livejournal.com]

Get them to make a screen dump and then email it to ya ;) (Alt "Print screen" with the error box at the forefront should dump just the error message into the clipboard")

[infy.livejournal.com]

"Okay, sir, what you ned to do is blah blah blah. Have a nice day."

[caponex.livejournal.com]

Of course for every five people who will "blah blah," I get at least one idiot savant that wants to start at the top left of every screen and read EVERYTHING. Yes. Everything. I've asked a customer what's on the screen, and gotten:
"Can't find server. Microsoft Internet Explorer. File Edit View Favorites Tools Help..."
I don't know. It's a toss up. I think I'd take a "blah blah" that I have to specifically ask what the screen says anytime over the "file edit view favorites tools help" customer.

Maybe it's just me.

[redqueenmeg.livejournal.com]

I haven't seen it but I have heard of it. It usually shows up next to the one that says "It don't like it."

[cs-neo.livejournal.com]

No, but i have seen the infamous "Unknown Error." error message with my own eyes...Sad, that was.

[ladynisa.livejournal.com]

Thanks! And I will. :)

[elobscuro.livejournal.com]

I've been known to use that tendancy for good... "Okay, it probably says 'Stop: 0x blah blah blah? I need the blah blah blah." Because no, I CAN'T just tell.

[geekgrrl-ca.livejournal.com]

Why do they never say blah blah for the non critical information? I usually ask them if it really says "blah blah", I've had one person say that it did so I took them through a format and reinstall.

[bekscilla.livejournal.com]

Maybe we should call them all "user" - if they can't be specific, why should we?

[bekscilla.livejournal.com]

I put the "silly" to try to show the sarcasm! Sorry :(

[bekscilla.livejournal.com]

Someone took photos of his screen, with his phone, and emailed the photos!!

Remote controlling is awesome - it definitely helps with those sorts of errors!

[bekscilla.livejournal.com]

Yeah, the error "Unable to connect to path blah blah" is reaaaaally useful!

And argh, it does *not* say the words "Your password is wrong", don't lie to me!

[bekscilla.livejournal.com]

Hahahaha, perfect response!

[bekscilla.livejournal.com]

I just hassle them till they tell me the real words :P

[bekscilla.livejournal.com]

I'll have to agree with you on that one, definitely. Pushing someone to say more is a lot easier than trying to make someone stop reading everything, but still read enough.

[bekscilla.livejournal.com]

I normally say "Ok, what does that blah blah blah actually say?" and then they do the loooooooong sigh like it's oh so difficult to read out. Hey, why not call if you don't want us to help you?

[bekscilla.livejournal.com]

Hahahaha, well done.

[mr-scoot.livejournal.com]

Why is it that "blah blah", "... File Edit View..." , and "I'm not technical..." all work for the company that makes the 9)(%(#$*&^ computers..

Some didn't even understand when I flat out told them that I couldn't see the screen, and needed more information to fix the problem.

My two most often used tech support phrases:

1. "Ok, pretend I can't see your screen, and tell me..."
2. "Thingie".

[bekscilla.livejournal.com]

I told some woman today that it didn't look like she was getting a network connection. 30 seconds later she asks if I can see her screen. Ummm, no.

Thingie is very useful, unfortunately!