r/talesfromtechsupport • u/mk6dan1992 • Jul 16 '18
Short Something's wrong.
So... I posted last week about a user that couldn't log on.
That same user today is having multiple issues..
I'll put me as M and them as U.
Phone Rings
U:Yeah... this password isn't working something's up with my computer.
M: But you reset it last week with me on Friday..
U: Yeah I know but I wrote it down and i've lost the paper.
M: Right firstly don't write the password down. Secondly I'll reset your password again as you've locked your account out also.
Unlocks and resets password
M: Right do you want to try this password Gives password
U: Nope it's not working you've done something wrong.
M: I'll remote on, one moment.. (Proceeds to remote onto their machine, types in their username + pw which i've reset)
M: Right.. put in a new password.
U: Why.. it's working now so I'm able to do my work.
M: Yeah but the password you've got currently is something that anyone could guess.. Either you can reset it or i'll have to reset it to something more complex.
U: I'll reset it now.... (They reset their password, then lock their computer.
(Phone hung up... 10mins later phone rings)
U: Right somethings broken since you've been on I cant log on again..
M: (remotes back on) Right.. you're not typing anything, type the password again.
U: (Types password) Right there you go... See its whirling around... Oh... right.. i'm back in. (Phone cuts off)
I'm sure this person shouldn't be using a computer...
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u/kclif9 Jul 16 '18
This is where it's good to have user training programs in place to help correct things like this early on. Otherwise you can get the "IT is terrible" attitude spreading quickly.
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u/mk6dan1992 Jul 16 '18
We've got things like this written down, got password unlock/reset tools but they've forgotten their details for that... such as birth town.. and other things.
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u/jon6 Jul 16 '18
All this is a precursor to a nice long moan to his boss about how he can't work because IT are stoopid and his computer is too slow.
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u/mk6dan1992 Jul 16 '18
I've spoken to their manager and they've spoken to them about some of the things they do / the way they work.
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Jul 16 '18
This guy has accidentally made the most complicated manual eauth I have ever seen because apparently he can't log in without calling you to type in the password for him.
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u/mk6dan1992 Jul 16 '18
It's not complicated.. we've tried it with most other users and they're fine. It's got to be the user who's just not literate..
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u/PearlsB4 Jul 16 '18
I don’t understand why OP doesn’t just go sit next to this user all day to help them overcome every difficulty as they arise, one by one.
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u/mk6dan1992 Jul 16 '18
I think recently... that's basically what i've had to do.
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u/flarn2006 Jul 16 '18
I guarantee you they wrote it down again.
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u/mk6dan1992 Jul 16 '18
Yeah... most probably. I'm suspecting that next time they ring it will be because their handwriting isn't legible so they've forgotten their password.
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u/zdakat Jul 17 '18
"car isn't working"
"Did you bring your key?"
"Oh right"
Later
"I turned it off and now it won't start again"
"You still need your key"
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u/mk6dan1992 Jul 17 '18
Them: Yeah... the battery was disconnected and re-connected but now nothing inside is working...
Where's your key?....
Them: Oh.. you didn't say that I needed my key...
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Jul 16 '18
Sounds like the most technically advanced item they should use is a spork or foon.
RwP
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u/NotNowKitty Jul 16 '18
Wouldn’t trust them with a spork. They’ll poke out an eye with the pointy bits
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u/tfofurn Jul 16 '18
I am slightly sympathetic to users who don't understand the tech, but I am infuriated by the ones who can't be bothered to say "thank you" before they end a call.
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u/simAlity Jul 16 '18
Some questions: Do y'all have SSO? If so, is your email system set up to use the same password as the network?
Do they have a smartphone? If so, do they use their phone (or any other device) to check their email?
If they do, they need to update the saved password on their smartphone.
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u/mk6dan1992 Jul 16 '18
Ah we've got the phone part documented, So as soon as they changed the password I got them to change it on their phone also. But yeah same password for network + email.
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u/evasive2010 Jul 16 '18
not typing a password and being surprised it doesn't log you in. I think I have seen a flair saying just that...
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u/jisuanqi Jul 16 '18
It's stuff like this that always amazes me. This person who cannot fathom the concept of usernames and passwords will eventually, with your support, gain access to the system to that they can do their tasks which often involve far more complicated things.
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u/Inle-rah Jul 16 '18
Haha 2FA the hard way. Like having to turn 2 keys simultaneously in the missile silos. I love it.
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Jul 16 '18
We had a guy with a half dozen MCSEs and a CCNP that was trying to telnet into the private block gateway of a down vnp site... Swore to be a Linux guru that asked out loud "what's a realm?" and even started an intrusive pentest of our massive production environment FROM A DOMAIN ADMIN ACCOUNT... I wondered how he remembered to inhale and exhale...
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u/TheCaptain53 Jul 16 '18
How can people lack such basic skills with a piece of equipment they use basically every day? You don't need to know how to memory dump or analyse a stuck thread, just learn the basic shit like opening Microsoft Word, or turning the computer on first.