As someone who has worked on computing helpdesks I kind of feel sorry for those people as they can't really win. They get shouted at by people that don't know what they are talking about and want it fixed but don't want to help them fix it. They get shouted at by experts who may know as much about the system as the helpdesk because they think the helpdesk don't take them serious.
I can recount many stories of users ringing in complaining of computers or terminals where they can't log in. You ask them what they see on screen and they say they can't see where to put in the password. After much prompting you get the idea that the screen is black. You ask them if they have switched it on and they swear blind that they have. You ask them if they see the little red light which of course they can't. You ask them if it is plugged in and the plug is switch on. The insist it is, they checked. You go around to them, switch the plug on and amazingly there is the login prompt. The first rule of faulting always used to be understand the problem. Then understand the current state. With complex systems (and SC is one) get it into as close to a known state as you can and fault from there. One step at a time. The OP found it unacceptable that they wanted to do that because he didn't want to lose settings but the helpdesk have no idea if it was precisely those settings and plugins that were causing the issue. Log files, where he found his answer, don't always tell the truth or rather can sometimes be misleading and you are faulting from an unknown state. Disaster debugging, which starts with an unknown state, is very very hard work. So I just want to say to anyone give the helpdesks a chance. Yes they sometimes ask you to do things you know have no effect but they are working the problem eliminating things one by one. You'd be surprised how many times those things actually work, it is very easy to overlook the obvious. And don't forget many users don't have the knowledge of the people around here and need that level of support. -- Zaragon ------------------------------------------------------------------------ Zaragon's Profile: http://forums.slimdevices.com/member.php?userid=14577 View this thread: http://forums.slimdevices.com/showthread.php?t=45372 _______________________________________________ discuss mailing list discuss@lists.slimdevices.com http://lists.slimdevices.com/lists/listinfo/discuss
