This is why I don’t ask them if they already did something. I just tell them we’re going to take it from the top and I need them to tell me what happens at each step. Same goes for restarting there computer. I ask them if they need to save anything because I’m going to try something that may reboot it and then I reboot it remotely (unless the up time actually shows they rebooted it).
Sounds like my mom whenever she was confronted with anything that required learning button sequences. “I don’t know how to use the microwave, you do it for me.” = “I don’t want to learn how to do it.”
I’ve definitely dealt with that exact scenario before, but I only had to walk across the building that time.
This was an interesting case because somebody decided they wanted to hide the sensors from a third-party tester, and failed to inform anyone, let alone consider the fact that those sensors were basically the defining characteristic of the product and nothing would work right if they were obscured.
I gotta ask… Why couldn’t someone local do it?
I’m not op, it I imagine it went something like this:
“We’ve tried everything and nothing works, you gotta come down here”
“…and you followed the instructions in the run book to the letter”?
“yes. every instruction”
runbook line 1 page 1: remove the tape from the sensor before installation.
This is why I don’t ask them if they already did something. I just tell them we’re going to take it from the top and I need them to tell me what happens at each step. Same goes for restarting there computer. I ask them if they need to save anything because I’m going to try something that may reboot it and then I reboot it remotely (unless the up time actually shows they rebooted it).
Sounds like my mom whenever she was confronted with anything that required learning button sequences. “I don’t know how to use the microwave, you do it for me.” = “I don’t want to learn how to do it.”
I’ve definitely dealt with that exact scenario before, but I only had to walk across the building that time.
This was an interesting case because somebody decided they wanted to hide the sensors from a third-party tester, and failed to inform anyone, let alone consider the fact that those sensors were basically the defining characteristic of the product and nothing would work right if they were obscured.