Why do computer problems for non-techies cause them to forget how to read?

Rilot

Rilot

Rilot

Don
Joined
18 Oct 2002
Posts
23,254
Location
Wargrave, UK
I've noticed this happening a lot more recently.

Had a recent starter who is terrible at IT phone up the office today. I don't normally do first line but this is how the conversation went.

Person: Hi, I've got an error message on my screen and I can't do anything.
Me: OK, what does the message say?
Person: Oh I don't know, it's all in computer speak.
Me: OK, what machine is it?
Person: gives name of machine
Me: Uses remote control software to take control of machine
Me: It says "Your password has expired and must be changed".
Person: Yes, what should I do?
 
This is why I don't deal with people/do first line. It's like banging your head against a desk hoping the outcome will be something other than painful.
 
The worst thing about helping people with IT issues in person is having to watch them scroll their mouse to every other pixel apart from the ones needed to show me the issue. Slowly.
 
I don't work in IT support but sympathise with you gents. The unbelievable levels of stupidity and well...arrogance that I see daily infuriate me.

Prime example was one of our accountants throwing a hissy fit because a cleaner had accidentally unplugged her mouse from the USB port. She sat for 2 hours doing nothing because nobody from our IT team was available. None of her colleagues would plug it in with the explanation from them all that it wasn't their job.
On the plus side the department director gave them all the hairdryer treatment.
 
IT Support worker. Forgetting passwords.
User-'Hi I have forgotten my password'
Me-'No problem, What is your username'
*user states username and it sounds familiar*
me-'Didn't i reset yours yesterday'
Them-'Oh yes Sorry i forgot i had to use that one'

??????
 
My Mrs drives me mad with pop-ups and messages from games or windows. Never reads them, just clicks them away then complains when something goes wrong.
 
Get this quite often.
I've written the messages to be as clear and concise as possible telling the user exactly what to do but multiple times a week I get tickets forwarded on from 1st line asking me to look into it.

Ticket gets closed with "follow the on screen message" :o
 
As a programmer, you can make the application as easy to use and understand as possible, spend thousands on talented UI/UX designers, add friendly error messages directing people to URLs explaining the problems and how to resolve them, but they will still refuse, moan and badmouth your product.
 
Common one at my place of work is using the VPN.

So many posts in the tech support teams channel from people saying “I don’t have permission to view this website” - they just haven’t connected to the VPN, a core part of the working environment :(
 
PEBKAC was a frequent entry on tickets that I worked on second line support.

Thankfully haven't done that for a while!
 
In my last place a member of HR came and asked for help because her computer wasn't working. It was a laptop she usually connects to a docking station and uses a normal screen, mouse kb etc. She was tapping away at the keyboard trying to get the screen to wake to no avail. I watched and watched until I could take no more.

"Tilly where's your laptop? It's not plugged in...."

Heh.
 
R.P.L said:
I don't think that's a non-techie problem OP. More a really stupid person problem.
Click to expand...

Nope even highly educated people suffer from PC illiteracy, work 1st line in a uni and you'll see the ability to use a computer and read basic instructions is lacking even in people with PHDs and internationally renowned work.
 
Im fortunate that I’m a manager/head of IT, but the help desk support team report into me and I occasionally check help desk and cringe at what some people submit.
 
mrk said:
In my last place a member of HR came and asked for help because her computer wasn't working. It was a laptop she usually connects to a docking station and uses a normal screen, mouse kb etc. She was tapping away at the keyboard trying to get the screen to wake to no avail. I watched and watched until I could take no more.

"Tilly where's your laptop? It's not plugged in...."

Heh.
Click to expand...

The number of times power is the issue is staggering.

I first ask people if it is plugged in and switched on, which annoys them immensely. Not as much as it embarrasses them when it is the issue, though!
 
I can understand if I'm trying to help an older person who is getting stressed out trying to use their PC or tablet.
I can't understand if people are almost deliberately being obtuse.
 
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