Category: Tech support
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The single most annoying feature in iOS, and how to work around it
Apple’s bidding for the smartphone market, the iPhone, ships with several preinstalled apps, none of which can be removed. As annoying as this may be, at least you can stick them all in a folder, and place the folder on the last page of apps. Out of sight, out of mind, right? Not so with…
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Using MSTSC to connect to a console mode session.
One of the most important tools in any sysadmin’s tool kit is the ability to remote control servers and client computers. Being able to quickly connect to Terminal Services is a great way to do so. If you’re like me, you leave a few windows open whenever you leave a machine, and a neat trick…
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BitLocker asks for BitLocker Recovery Key at restart
Having gone from Windows XP to Windows 7, we are seeing a rash of new problems. One of these is that a lot of our users are unable to boot into Windows, as they are prompted for a BitLocker Recovery Key. The temporary fix for this is simple enough; look up and tell the user…
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Controlling the version of Java installed
Every so often, I encounter computers that, among other things, have very specific prerequisites. For SAP CRM and Mobile Sales, more often than not, a specific version of Java should be installed. If it isn’t, problems ensue. Now, while you’ll always have the option of finding out what version is installed through the control panel,…
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How to survive on-site support
Having worked on-site support for most of my career, I’ve seen a lot of things that can bug you. There are a few things we can do to make it a little more survivable, such as: Bring your tools Whether they are hardware or software tools, bringing them shows the client you’re prepared, and…
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Free eBook: Troubleshooting Windows 7
Working in IT, I often have people ask me about issues they are having with their computer. Now, while I’m happy to help out, I often find that the problems I solve for them are problems they could have solved themselves. Mitch Tulloch, a Microsoft MVP and lead author of the just-published Windows 7 Resource…
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Remote support, simple and cheap
Working for a large-scale support department, we have a good solution for remote control and support for users who work for the companies I support. I am, however, from time to time called upon to provide support for friends and family. While I do prefer sitting at the computer in question, whenever that is not…
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The importance of logging as much information as possible.
In my last post, I wrote about one of my recent support tickets. What annoys me about that ticket is that I could have solved it a lot sooner, if only the tech that had logged the call had taken down more information that “Video replay doesn’t work”. When logging a support ticket, especially…
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Five tips for getting better support
A while back, I wrote about giving better support to users. This time, I’m turning the tables; here are five tips to get better support: Curb your anger and annoyance While I’ll concede that giving the person on the other end of the line a piece of your mind, keep in mind that their job…