Comment On 1285E8 & More Highly Specialized Support

1285E8 (from Kristoph Minchau) I had a ticket come in from a Very Important User: a member of the Board of Directors. The problem was that he could no longer access the Citrix server. Looking at it, I determined that we simply needed to resynchronize his RSA security token. [expand full text]
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Re: 1285E8 & More Highly Specialized Support

2009-09-17 09:09 • by Dlareg
I'll quickly make a second one so no-one will complain about single plurals.

Re: 1285E8 & More Highly Specialized Support

2009-09-17 09:09 • by Vicky (unregistered)
12h851 is not 128451 upside down. It's 158421 upside down.

Re: 1285E8 & More Highly Specialized Support

2009-09-17 09:10 • by Anon (unregistered)
1285E8? That sounds like the combination an idiot would have on his luggage

Re: 1285E8 & More Highly Specialized Support

2009-09-17 09:13 • by John M (unregistered)
I think the real wtf about the user/password bit is that the guy used 'password' as a password. Isn't that in IT 101? Spare PC, temp user or not, even if I'm re-assigning a password to someone, I'll use something with some sense like 'changeMe*&1' or something.

Captcha: uxor - Isn't that some kind of greek god or something?

Re: 1285E8 & More Highly Specialized Support

2009-09-17 09:15 • by amischiefr
285469 in reply to 285467
Anon:
1285E8? That sounds like the combination an idiot would have on his luggage

Weird, that's the same combination I have on MY luggage.

Re: 1285E8 & More Highly Specialized Support

2009-09-17 09:19 • by Dlareg
285470 in reply to 285467
Well I use it to lock the atmosphere inside my planet.

Re: 1285E8 & More Highly Specialized Support

2009-09-17 09:21 • by amissheifer (unregistered)
285471 in reply to 285469
Huh, no way - that's the combination I have on your luggage too.

Re: 1285E8 & More Highly Specialized Support

2009-09-17 09:23 • by DiverKas (unregistered)
All IT departments know:

1285E8 = ID10T

Re: 1285E8 & More Highly Specialized Support

2009-09-17 09:32 • by Kensey
TRWTF in the first one is the IT staffer who took as much as 60 seconds to realize "this idiot is holding the token upside-down".

Re: 1285E8 & More Highly Specialized Support

2009-09-17 09:44 • by GrammarNazi (unregistered)
trwtf is the VIP using the st. louis ghetto slang 'her' instead of here.

Re: 1285E8 & More Highly Specialized Support

2009-09-17 09:47 • by FriedDan
Back when I was doing support I had the CD in the floppy drive call. Except the woman I was talking to didn't try to be clever, she just tried to blame it on us... wanted us to pay for getting the CD out of her machine.

Gotta wonder about people sometimes.

support calls

2009-09-17 09:50 • by technomore (unregistered)
I used to tech support for a company that sold braille displays and "screen reader" software for the visually impaired.

I don't read Braille well at all so I usually passed that off to another guy who did. But the screen reading software actually made phone support easier than it would be otherwise: every new window, menu or pop-up text was read aloud. I'd tell the user to click on "File, then Settings." I'd hear "Dialog... Settings," followed by a host of info that'd almost certainly be read wrong by a human.

Or if they were about to do something silly I could usually stop it in time.

Definitely the best way to do phone support ever.

Re: 1285E8 & More Highly Specialized Support

2009-09-17 09:58 • by Code Slave
Is it bad that I read that line as:

"oh no, my kid has a gun." ?

Re: 1285E8 & More Highly Specialized Support

2009-09-17 10:02 • by Steve the Cynic (unregistered)
The last one reminded me of an occasion when I was a student, working as a programmer during the summer at a now-defunct project management software company. It was 1987, and IBM's PS/2 machines had just introduced the world to 3.5 inch floppies.

Anyway, I was occasionally asked to provide floppy disks containing my software, and one day, a saleswoman gave me a disk. OK, you know that 3.5 inchers have two kinds of label: the small ones that stick on the front, and the large ones that wrap around into that space in the back.

Well, not quite. The disk not go in the drive. It went in about 2.5 inches, then stopped dead. Needless to say, I wasn't expecting this, and it took me five goes in three machines to work out what had happened. It was this long because I had worked out immediately that you don't stick the label on the shutter, so it never occurred to me that anyone would do so. It is, however, perfectly possible to do what the saleswoman did, and stick a large label wholly on the front of the disk. Of course, it then overlaps the shutter, and the disk won't go further in than most-of-the-way, as I found out.

Re: 1285E8 & More Highly Specialized Support

2009-09-17 10:16 • by C (unregistered)
285480 in reply to 285473
Kensey:
TRWTF in the first one is the IT staffer who took as much as 60 seconds to realize "this idiot is holding the token upside-down".
Actually, TRWTF in the first one is that the IT staffer DIDN'T realize "this idiot is holding the token upside-down", and the VIP had to figure that out first... Although, i can't quite judge by me getting it in about 10 seconds of reading "1285E8", since anyone who'd similarly realize the same thing wouldn't end up with that job in the first place. B-)

Re: 1285E8 & More Highly Specialized Support

2009-09-17 10:18 • by zebano (unregistered)
I can't figure out what purpose gum would serve...

Re: 1285E8 & More Highly Specialized Support

2009-09-17 10:20 • by C (unregistered)
285482 in reply to 285481
zebano:
I can't figure out what purpose gum would serve...
Auto-stick-to-CD tweezers. ;-)

Re: 1285E8 & More Highly Specialized Support

2009-09-17 10:23 • by DCRoss
Good thing his security token wasn't 5318008.

Re: 1285E8 & More Highly Specialized Support

2009-09-17 10:23 • by noone (unregistered)
285484 in reply to 285478
Of course, it then overlaps the shutter, and the disk won't go further in than most-of-the-way, as I found out.

Yep, I've had that one.

Also had a similar instance where I finally figured out that the label was slowly peeling off of the back of the disk -- just enough that it would catch and stick on the edge of the drive and prevent the disk from going in all the way without forcing it. That one would have been a lot easier to figure out if it hadn't been a phone support call. :-)

Re: 1285E8 & More Highly Specialized Support

2009-09-17 10:24 • by The Mad Pedant (unregistered)
285485 in reply to 285468
John M:
I think the real wtf about the user/password bit is that the guy used 'password' as a password. Isn't that in IT 101? Spare PC, temp user or not, even if I'm re-assigning a password to someone, I'll use something with some sense like 'changeMe*&1' or something.

Maybe the real password in the story was "changeMe#&1" but the Special High-Intensity Technician still capitalized it and used it in the "User" field? Alex has been known to be less than... absolutely literal... in the retellings of these stories.


IOW, there's a difference between real WTF and pseudo-WTF caused by editorial license.

Captcha: uxor - Isn't that some kind of greek god or something?


Actually, Latin for "wife". So, more like "goddess".

Re: 1285E8 & More Highly Specialized Support

2009-09-17 10:30 • by The Even Madder Pedant (unregistered)
285486 in reply to 285485
The Mad Pedant:
John M:
I think the real wtf about the user/password bit is that the guy used 'password' as a password. Isn't that in IT 101? Spare PC, temp user or not, even if I'm re-assigning a password to someone, I'll use something with some sense like 'changeMe*&1' or something.

Maybe the real password in the story was "changeMe#&1" but the Special High-Intensity Technician still capitalized it and used it in the "User" field? Alex has been known to be less than... absolutely literal... in the retellings of these stories.


IOW, there's a difference between real WTF and pseudo-WTF caused by editorial license.


Good point, but you're not establishing your pedant cred well by botching your quotes. Tard.

Re: 1285E8 & More Highly Specialized Support

2009-09-17 10:41 • by OMG (unregistered)
"It went in pretty easy," she casually said, "but it won't come out now. I have been going at it like an hour with a pair of tweezers."


That's what she said.

Wait...

Re: 1285E8 & More Highly Specialized Support

2009-09-17 10:41 • by Adam V (unregistered)
285488 in reply to 285468
John M:
I think the real wtf about the user/password bit is that the guy used 'password' as a password. Isn't that in IT 101? Spare PC, temp user or not, even if I'm re-assigning a password to someone, I'll use something with some sense like 'changeMe*&1' or something.


I actually like using "user/password"; I feel that should make it obvious that the "user" account is going to have absolutely no remarkable privileges. If they complain "I can't do X", you can instantly reply "what did you expect with that username and password? Idiot."

Re: 1285E8 & More Highly Specialized Support

2009-09-17 10:58 • by amischiefr
285489 in reply to 285481
zebano:
I can't figure out what purpose gum would serve...

You never watched MacGyver did you?

Re: 1285E8 & More Highly Specialized Support

2009-09-17 11:19 • by JL (unregistered)
285490 in reply to 285482
C:
zebano:
I can't figure out what purpose gum would serve...
Auto-stick-to-CD tweezers. ;-)
Yeah, I guess the gum would stick to the tweezers pretty well. And if the gum doesn't work to get the tweezers out, a little peanut butter should loosen up any residual gum left in the drive.

Re: Holding the token upside down

2009-09-17 11:21 • by Daniel (unregistered)
That is why my bank shows a picture of the token when it asks for the number. I dare say it sure helps me when I am paying some bills early in the morning (before my first cup of coffee) or late in the night (after a really long day).

3rd try <- TRWTF

Re: 1285E8 & More Highly Specialized Support

2009-09-17 11:29 • by Sir Wilhelm (unregistered)
Highly Specialized Techinician = Hi, I'm The Best PET Soda Bottle Cap placer... IN THE WORLD! Bwhaha... Oh... what is that? Is that a PET Soda Bottle ALUMINUM Cap? Oh no, I dont DO those... sorry.

Re: 1285E8 & More Highly Specialized Support

2009-09-17 11:31 • by me (unregistered)
285493 in reply to 285483
DCRoss:
Good thing his security token wasn't 5318008.


8008135 are always a good thing!

Re: 1285E8 & More Highly Specialized Support

2009-09-17 11:41 • by Zapp Brannigan (unregistered)
285494 in reply to 285490
JL:
C:
zebano:
I can't figure out what purpose gum would serve...
Auto-stick-to-CD tweezers. ;-)
Yeah, I guess the gum would stick to the tweezers pretty well. And if the gum doesn't work to get the tweezers out, a little peanut butter should loosen up any residual gum left in the drive.
Then you put a mouse in there to eat the peanut butter?

Re: 1285E8 & More Highly Specialized Support

2009-09-17 11:43 • by jimlangrunner
285495 in reply to 285489
amischiefr:
zebano:
I can't figure out what purpose gum would serve...

You never watched MacGyver did you?

Isn't he the guy that led the Stargate teams? Used gum to fix the stargate whenever it slipped. The gum made the lock just sticky enough.

Re: 1285E8 & More Highly Specialized Support

2009-09-17 11:45 • by gravis - ultrasound or analog pro? (unregistered)
285496 in reply to 285494
Not so much "highly specialized" technician as simply "special".

Re: 1285E8 & More Highly Specialized Support

2009-09-17 11:46 • by Sir Wilhelm (unregistered)
285497 in reply to 285494
Zapp Brannigan:
JL:
C:
zebano:
I can't figure out what purpose gum would serve...
Auto-stick-to-CD tweezers. ;-)
Yeah, I guess the gum would stick to the tweezers pretty well. And if the gum doesn't work to get the tweezers out, a little peanut butter should loosen up any residual gum left in the drive.
Then you put a mouse in there to eat the peanut butter?


But my friend, that is the beauty behind the plan. The mouse-in-a-wheel who magically powers each PC will take care of any residual peanut butter while he's taking his tea at 5-o'clock.

Re: 1285E8 & More Highly Specialized Support

2009-09-17 11:55 • by Anon (unregistered)
285498 in reply to 285483
DCRoss:
Good thing his security token wasn't 5318008.


What if you got two of the token and put them together?

Re: 1285E8 & More Highly Specialized Support

2009-09-17 12:03 • by enim lla enim (unregistered)
285499 in reply to 285473
Kensey:
TRWTF in the first one is the IT staffer who took as much as 60 seconds to realize "this idiot is holding the token upside-down".

Usually those things have some printed text on the front in addition to the LCD screen. So, anyone who doesn't get the hint needs to be exceptionally stupid.

Re: 1285E8 & More Highly Specialized Support

2009-09-17 12:27 • by Murdog (unregistered)
285500 in reply to 285489
amischiefr:
zebano:
I can't figure out what purpose gum would serve...

You never watched MacGyver did you?


She wanted to make a Jeep out of her computer?

Re: 1285E8 & More Highly Specialized Support

2009-09-17 12:41 • by B B (unregistered)
Process for removing CD from floppy drive:

Stick gum to string and CD needing to be removed.
Tie string to CD tray
Write a script to eject the CD tray to yank it out

Re: 1285E8 & More Highly Specialized Support

2009-09-17 12:45 • by snoofle
285503 in reply to 285499
enim lla enim:
Kensey:
TRWTF in the first one is the IT staffer who took as much as 60 seconds to realize "this idiot is holding the token upside-down".

Usually those things have some printed text on the front in addition to the LCD screen. So, anyone who doesn't get the hint needs to be exceptionally stupid.

alex:
Very Important User: a member of the Board of Directors

Um, yeah - that seems about right...

Re: 1285E8 & More Highly Specialized Support

2009-09-17 12:46 • by bfhd (unregistered)
285504 in reply to 285499
enim lla enim:
Kensey:
TRWTF in the first one is the IT staffer who took as much as 60 seconds to realize "this idiot is holding the token upside-down".

Usually those things have some printed text on the front in addition to the LCD screen. So, anyone who doesn't get the hint needs to be exceptionally stupid.
Yeah, but who looks at that?

I've made the mistake before, just coincidentally when all the numbers that were on the token looked the same upside-down as right-side up

Re: 1285E8 & More Highly Specialized Support

2009-09-17 12:48 • by pessimist (unregistered)
285505 in reply to 285468
John M:
I think the real wtf about the user/password bit is that the guy used 'password' as a password. Isn't that in IT 101? Spare PC, temp user or not, even if I'm re-assigning a password to someone, I'll use something with some sense like 'changeMe*&1' or something.

Captcha: uxor - Isn't that some kind of greek god or something?


you've obviously been fortunate enough never to work with the general public, i actually had a guy recently going ballistic because he forgot his password, reset it, and got assigned one made of random characters. despite the fact that it was in an email he could copy and paste it from, and the fact he was forced to change it as soon as he logged in, he still thought it was too hard to remember. fuckin jackass

those wonderful technicians and bosses

2009-09-17 12:56 • by yeah whateva (unregistered)
Just this monday (sept 14), I walked in the door to have my boss tell me our highly specialized technician wasted a ton of time over the weekend in a foreign country with an Ethernet communication problem.

Turns out the jack to jack connection was correct, but he somehow managed to plug the connector in upside-down on one of them. As to how this is possible, I haven't even the courage to duplicate the effort. Seriously, how can you do that??

It's always dumb stuff like this. The only way these people keep their job is because they're "willing to travel", meaning, get called at 4AM, rush out somewhere on behest of upper management omitting the necessary equipment or any planning, and then wait around a day for UPS-red to deliver something the next day.

Re: 1285E8 & More Highly Specialized Support

2009-09-17 12:58 • by Seann Alexander (unregistered)
I'm guilty of holding my RSA Key upside down. I was curious as to why I never seen hex digits before on the screen, oddly enough at the same time my login wasn't working.

Re: Holding the token upside down

2009-09-17 13:18 • by LaSepp (unregistered)
285509 in reply to 285491
Daniel:

3rd try <- TRWTF


Obvious: Alex has been successfull in implementing Greylisting!

Had the one with CD in floppy - I think for a moment I had a quite strange expression on my face!

Re: 1285E8 & More Highly Specialized Support

2009-09-17 13:27 • by SteamBoat
285510 in reply to 285494
Zapp Brannigan:
JL:
C:
zebano:
I can't figure out what purpose gum would serve...
Auto-stick-to-CD tweezers. ;-)
Yeah, I guess the gum would stick to the tweezers pretty well. And if the gum doesn't work to get the tweezers out, a little peanut butter should loosen up any residual gum left in the drive.
Then you put a mouse in there to eat the peanut butter?


Then you put in a cat to get the mouse.

I don't know why.

MArk B.

Re: 1285E8 & More Highly Specialized Support

2009-09-17 13:46 • by bored (unregistered)
TRWTF was that the VP was doing work.

captcha: Venio (a venetian gang member)

Re: 1285E8 & More Highly Specialized Support

2009-09-17 13:57 • by Captain Beanie (unregistered)
RSA token upside down? It obviously has a label. So, that's shockingly incompetent.

Re: 1285E8 & More Highly Specialized Support

2009-09-17 14:13 • by bd_ (unregistered)
285514 in reply to 285513
I don't know about the RSA tokens used here, but the ones that Paypal uses have a label that wears off really quickly. After a few months, there are no obvious indications as to their orientation.

Re: 1285E8 & More Highly Specialized Support

2009-09-17 14:17 • by @Deprecated (unregistered)
285515 in reply to 285501
B B:
Process for removing CD from floppy drive:

Stick gum to string and CD needing to be removed.
Tie string to CD tray
Write a script to eject the CD tray to yank it out


You, on the other hand, apparently have watched MacGyver.

Re: 1285E8 & More Highly Specialized Support

2009-09-17 14:27 • by djlarsu (unregistered)
285516 in reply to 285505
Testify. A while back, I was doing tech support at an ISP. User calls for a password reset. I say new password is eaTm3. User types, then says it isn't working.

Me - "Are you sure the T is uppercase?"
User - "What's uppercase?"
Me - "Capital. Big Letter. Hold down shift."

Doesn't work. Then a go through the necessary keystrokes for each letter.

Me - "small e"
Me - "small a"
Me - "BIG T, hold shift while you push it"
Me - "small m"
Me - "three"
User - "Is the 3 upper or lower?"
Me - "Just shoot me in the face."

Re: 1285E8 & More Highly Specialized Support

2009-09-17 14:38 • by Kowell (unregistered)
285517 in reply to 285469
amischiefr:
Anon:
1285E8? That sounds like the combination an idiot would have on his luggage

Weird, that's the same combination I have on MY luggage.


Prepare Spaceball 1 for immediate departure!... And change the combination on my luggage!

Re: 1285E8 & More Highly Specialized Support

2009-09-17 14:42 • by Coyne
Gum solves everything!

My grandparents used to carry gum always: They used it to plug holes in the gas tank on their Rambler station wagon (after kicked-up gravel punched holes in it).
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