Question

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Are my help desk people insane?

By robo_dev ·
When a user's AD profile starts acting funny (gets out of sync or drive mappings start dropping off), their advice is the following:

With Windows XP up and running, turn off the power and/or pull the plug.

They swear that fixes flaky profiles every time.

Are they full of it, or does that work for some unknown reason?

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I woukld only recommend this

by The Scummy One In reply to I've <i>had</i> to do it

if the system is hung up, and cannot be shut down, Aside from that, it should be avoided, as it may produce more problems

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Exactly

by seanferd In reply to I woukld only recommend t ...

"I can't get the system to shut down at all."
(Tried everything.)

"Press the power button for 5-10 seconds."
(Depends on how power button behavior is configured.)

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I do it

by The Scummy One In reply to What this achieves is dis ...

but I power the unit off first, before removing the battery and power

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You can achieve the same thing...

by NickNielsen In reply to What this achieves is dis ...

...with less chance of damage by shutting down normally, unplugging the PC, and waiting a minute or so to plug it back in.

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Or even faster

by OH Smeg In reply to You can achieve the same ...

Shut Down Normally Unplug the mains and press the On Switch for 10 seconds.

That does exactly the same thing but it's much safer for the hardware.

But I wouldn't expect the Help Desk people to know that after dealing with one of the biggest ISP's Help Desks here recently. It seems to be a matter of pride that they didn't pass the inquiry along to higher up and the poor girl that I got knew nothing at all it was a nightmare that lasted 3 hours and completely wrecked all of the settings on a computer. Took 3 hours to mess up and 14 hours to fix after the ISP got their system working again.

All that was wrong is that the user couldn't receive any E-Mails they could send browse the net but not receive any incoming E-Mail. Hopefully this week will not be so frustrating. I did however hang up when the demand that I delete all f the e-mail from the system was made.

Col

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Perhaps the ISP should have

by seanferd In reply to Or even faster

shut down the call centre and unplugged it for 10 years, then rebooted.

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I don't think that is such a great idea either

by OH Smeg In reply to Perhaps the ISP should ha ...

Just imagine what advice a 10 year out of Date Call Center would give out. :^0

At least this one had new equipment even if the staff who worked there only knew enough to read the screen sometimes. And all of the time place you on hold while they asked someone else who probably didn't know anything more.

Col 0:-)

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It could work the other way, though

by seanferd In reply to I don't think that is suc ...

Maybe they would admit straight up that they don't know, and escalate the call. Ain't nothin' like passing the buck.

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Actually this crowd

by OH Smeg In reply to It could work the other w ...

Where the exact Opposite. From the way that they where working I think that they got Penalized for Transferring Calls as this girl simply refused to even consider the possibility that someone else may be better equipped to help me. I'm told that the Ex Army Surgeon who was in charge of a Field Hospital who owned the computer had the same experience on 2 previous occasions and brought it to me out of desperation because when he rang them they where useless but pleasant.

What I found interesting was that this girl refused to even consider that the ISP may have a problem and insisted that it had to be the individual Computer. My call to them started out with a Direct Question Are the ISP Mail Servers experiencing problems or is there any issues that I need to know about/ She then launched directly into checking the Incommoding Mail & Outgoing Servers addresses. Strangely that was the first thing that I had checked as well and they where right.

OH well that's finished now and hopefully will not happen again it wasn't my idea of fun at all.

Col

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