Showing posts with label technical support. Show all posts
Showing posts with label technical support. Show all posts

Wednesday, April 18, 2007

Bypassing Corporate Security or Banging the TV..Same thing


Bypassing Corporate Security or Banging the TV..Same thing
We are pretty ingenious for imitating or creating workarounds in life. Sometimes we shouldn't do it ... But people will fall into a trap of thinking they are "solving" an issue or creating a workaround when they are simply fooling themselves. Its too bad that we do not have enough people looking over our shoulders and asking why we are trying such a silly trick . This can be even more amusing when you find out that OTHERS consider you to be the smart one and they are following you down the same pathway to doom.


A couple examples. Photocopy technology. Still a very complicated process which includes many parts and bits of computer technology. The manufactures try their best to put smarts into these machines to warn you about different problems or issues. How many people have you seen being stuck late at night trying to coax out a bit more toner out of an empty cartridge for that critical report? In some cases the gentle thumping of a cartridge might help, but they are frequently actually resetting certain sensors, timers, reset trips on some machines. So the trick of turning off the warning light might be banging the toner cartridge, or may be something else. However its late at night and you must try all of these things so you can print the last twelve pages of the report! This can be a gentle process or a brutal one depending on the beginning or ending temperament of the user. How many "the copier is broken" notes on copiers that went kaput late at night? So the first person might get away with a few tricks, but the tenth person is certain to have a frustrating experience. Of course no living person or alternate resource! I know most of you in office situations have been there!


I won't bother with the details of fixing the situation. Just that I know that such remedies are probably cheaper than handling picking up the pieces of a copier that did not survive end of month reports!


Banging the T.V. to make it work. This trick may be fading out. However at one time there were some technical reasons that tapping the television could temporarily take care of an issue. The technology has changed over time and the number of certified TV repairman have dropped considerably. Reducing to a great degree that you know what you are doing by tapping the TV to make it work! For some time though... People started tapping anything electronic to make it work! Hey it seems to work! How about mechanical devices! Sure that seems to work! Not sure why.. Uncle Fred did it in the 1950's Maybe it will work for me! That was then .. This is now.


Please explain Corporate Security as it relates to this post?


Check out the Mouse Jiggler



This will be a fantastic gizmo that will fly off the shelves! Many people will buy this because they want to bypass the corporate mandates of screen saver software that is a requirement to auto-run on corporate systems!


There are some applications that will for example pause, crash or halt if screen saver is activated. Some people will request their IT support to remove the Mandated Screen saver or disable it so they can run their application. However this can be a dead end a corporate security policy may not have exceptions or workarounds. So the alternative is to sit around wiggling yourself and the mouse while your app runs rather than walking away and come back to find the application has stopped?


No way!


So the mouse jiggler and its relations will either give the computer the impression that the mouse is being wiggled! So the screen saver stays off. Person at the computer right? Wrong!


The people buying such a device will at first have a chance to get their coffee breaks and IT Security will be happy until they find out that unattended computers are not being protected.


It will be glaring so to speak. Computer screen with a non-screen saver display and human head not nearby to view the screen...


I predict this product will work for a while until the security snoops at the big corporations catch wind and confiscate these gizmos and toss them into the school teacher forbidden items drawer! Then the vendor will have made his $29.00 bucks for a while until piles of these things are stuffed away by the corporate security police! ( Probably stuffed next the the mad-windup-clicking-teeth-toys.)


Its an eternal battle.. So the next round will start again with a new gizmo.


So whats my point? There are reasons for plans. There are reasons for messages. There are reasons for decisions. There are reasons why things work. People who are sufficiently empowered will sometimes take a direct line to "solve" an issue when in reality they are undoing someones plans that were originally intended as a benefit.


So who is at fault? That is a question that surfaces when people try to pick up the pieces after something was "fixed" to death or disabled.


You cannot plan for all contingencies.


Have you planned for the creativity of the human mind to bypass your well thought plans?


Are your instructions geared for your target readership?


Do you still want to wack the Toner Cartridge?


Just do your best!


Dexter

Monday, April 09, 2007

Sank... Company capitulated and .....

Sank... Company capitulated and .....


I wrote a couple brief articles about my getting involved with the fun and travails of a new computer with a really new operating system. Yes I helped my friend out. Here are the original links.

Sink or Swim ? Don't know until you try? And other such ideas.
http://dexterzone.blogspot.com/2007/02/sink-or-swim-dont-know-until-you-try.html

Update on Sink or Swim with a New Operating System
http://dexterzone.blogspot.com/2007/02/update-on-sink-or-swim-with-new.html

Well after some time after the printer/fax machine was working.. The owner of the computer called the people she bought the system .. (computer system + Fax/Printer) The result of the conversation was that the printer was too "new" and no one had turned in any empty ink cartridges ... so they could not sell her any more ink!

So this finally frosted her cookies! So with some notes and encouragement from me... She went ahead and had someone mind her small business while she buried herself in an office for an anticipated battle of a customer return.

To her surprise she found that she part of a wave of unhappy customers and that the company had apparently heard enough complaints lack of resolution of issues that they gave her an acceptable proposal.

She would keep everything except the computer system box itself.
She would ship the misbehaving computer back.

The manufacturer would send her a new tower computer with the previous version of the operating system installed. (Hurrah!)

Yes they did magically find some ink cartridges as well!

I am glad for her. She will hopefully will once again be a happy customer.

I feel sorry for the staff and management of the manufacturer who will have to cycle who knows how many systems back, refurbish and resell. I know its part a fact of life of the business... But no doubt they do not need extra work to do such on top of the normal returns!

In my opinion so much pain could have been avoided. So at best my specific contact will be again paddling water, but there still was a loss in productivity, frustration , and uncertainty.

It was only with some proactive work on the customer's part (With external guidance) to push the issue to some level of attention. I hate to think of how many doorstops were created with this mistake.

I will keep you posted as I learn of the results of their promise to correct her computer problems.

Regards,
Dexter

Sunday, February 18, 2007

Update on Sink or Swim with a New Operating System

Update on Sink or Swim with a New Operating System

I have worked too long in Technical Support Organizations to see people report issues that need to be resolved; demend service for the issue; continue to be insistant on updates to resolve their issue; but suddenly disapear when the problem is resolved. So the technical support person has no real followup by the customer to show that the work resulted in solving the problem. Even if it is not for a little bit of human satisfaction, but just to know that doing X+Y+Z does solve the issue for the next person.

The problem is that some Technical Support organizations have no clue to organize incoming information that could help them in customer support. Some know Organizations know how to do this. I know how to do this! In the case of a friend who asked for my help... There was not clean mechanism to report success or failure. I would have to wait a long time the phone support queue to update the support incident in order to simply say the issue is closed or that the problem was resolved. So there really is not much incentive to create closure with the support organization.

So I will have to satisfy myself gentle readers to say that I downloaded that update in 5 minutes on my high speed connection for my friend. ( It would have taken about 5 hours for her on her dial up to get this update) . I succeeded in un-installing the pre-installed drivers and reinstalled the new driver file set. Magically her printer/fax combo now works aok.

However it still is with horror as I watch a number of these pre-installed applications be shut down or blocked by the new operating system as it is not "compatible".

No, I placed my limits on getting her fax/printer combo working. I completed that task.

Its now up to her to continue dog paddling in the computer waters to keep posted on the latest sagas of her current operating system updates.

No doubt. I will be asked for further help... Stay tuned. :)