Thanks for the suggestions. I will try all of these with him to see if they can resolve the issue.
Kevin Begosh, RSP Tech Ops Enterprise Business Services 301-791-3540 Phone 410-422-3623 Cell kevin.beg...@lmco.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Stroud, Natalie K Sent: Wednesday, December 17, 2008 1:04 PM To: arslist@ARSLIST.ORG Subject: Re: Vista Issues with 7.0 User tool. ** Yeah, that's kind of an important piece of the puzzle. ;] But it's good you thought of it. If my original suggestion to clear the local ARS cache doesn't help, then have you tried uninstalling/reinstalling the Remedy client? If that doesn't help, what about this guy's setup is different from the users who aren't having the problem? You might consider bringing one of your desktop support people in on this to get their perspective/assistance, because they tend to know more about what a standard configuration in your organization should look like and the stuff I'm going to throw out is probably more in their job description than yours. Back when I was still in desktop support, I had many cases where there would be some weird problem a user was having, and when I went by to take a look, I'd notice something about their setup that was a little out of the ordinary, and if I would remove that out-of-the-ordinary thing from the equation (or at least shift it around a bit), voila, the problem went away. Here is a random grab bag of "out of the ordinary" things you might consider: * John Reiser mentioned the dual monitor setup in 2-1 configuration. Does switching that around solve the problem? * Does this guy have some sort of elevated privilege or Smart Card or two-factor account when the other users around him don't? If so, and he can remove the Smart Card and still be logged in, does that resolve the problem. * Does he have some weird little program he's running that could be running on the same port as the Remedy client? Remove it and see if he still has the problem. * Does he use something like a KVM switch (for running multiple computers from the same keyboard/video/mouse) and if so, does he have the problem if he doesn't use it? * Does he use a wireless/keyboard or mouse and if so, does using a standard one resolve the problem? Or, does he just need to change the battery? Or, is he using it from a position where it can't communicate properly with the receiver? * Does he experience weird behaviors with other apps that access the network? If so, could be an issue with his NIC, or with the connection between his desk and wherever your ARS Server is (we have some external users who access our Remedy server via a VPN switch of some kind, and we've had problems with the VPN switch mangling some of the Remedy-specific authentication packets and causing the users all sorts of grief.) Good luck, and let us know if you (or your IT department) figures it out. Natalie Stroud Remedy/ESS Tester Science Applications International Corporation (SAIC), contractor to Sandia National Labs Albuquerque, NM (505)844-7983 nkst...@sandia.gov <mailto:nkst...@sandia.gov> ________________________________ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Begosh, Kevin Sent: Wednesday, December 17, 2008 10:09 AM To: arslist@ARSLIST.ORG Subject: Re: Vista Issues with 7.0 User tool. ** I guess I forgot that mention that part, I logged onto his system using my account and I got the same results. I also had him log into another computer and he was able to work on it with no issues. Kevin Begosh, RSP Tech Ops Enterprise Business Services 301-791-3540 Phone 410-422-3623 Cell kevin.beg...@lmco.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Stroud, Natalie K Sent: Wednesday, December 17, 2008 12:01 PM To: arslist@ARSLIST.ORG Subject: Re: Vista Issues with 7.0 User tool. ** I tend to wonder if there's not a way to use Save Window Workspace to have the Remedy window open somewhere different from the spell-check window so you can at least see that it needs attention, but of course, that is a lot easier if the user has at least dual monitors. (I myself just got triples, and woohee is that ever fun ;] ) You can't assume based on the fact that other Vista users aren't having his problem that it's not an account problem. The only way to know for sure is to have him log in on a machine where another user is not having the problem. Or, have a user who is not having the problem but has access to the same Quick Links log in on his machine. Because regardless whether you have a working account on a problematic machine or a problematic account on a working machine, you're still going to have some sort of symptom, and you're a step closer to a solution if you are certain which one you're dealing with. Trust me, I did IT desktop support for nearly 10 years before I started testing Remedy, and I learned a lot about the importance of confirming my assumptions. Probably around 40% of the time when I was stuck on a problem, a faulty assumption was part of the reason. Good luck! Natalie Stroud Remedy/ESS Tester Science Applications International Corporation (SAIC), contractor to Sandia National Labs Albuquerque, NM (505)844-7983 nkst...@sandia.gov <mailto:nkst...@sandia.gov> msportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
