Wholeheartedly agree. I once had a case passed from first-line to me where the user had reported that they were having a problem with "sticky keys". I spent two days working out how to disable StickyKeys, FilterKeys and ToggleKeys via an AppSense rule pushing out the required Registry settings. When I triumphantly went to demonstrate my cleverness to the user, they actually showed me that they had a problem with a third-party application repeatedly stealing focus, which made them think their keys were stuck, and had henceforth christened it "sticky keys".
Assume nothing! On 23 September 2010 11:12, Andrew S. Baker <[email protected]> wrote: > Another aspect of troubleshooting is the ability to keep track of what are > actual facts, and what are as-yet-untested-assumptions. > > This includes knowing how to classify information that has been given you > by the end user. > > > *ASB *(My XeeSM Profile) <http://XeeSM.com/AndrewBaker> > *Exploiting Technology for Business Advantage...* > * * > On Thu, Sep 23, 2010 at 2:42 AM, James Rankin <[email protected]>wrote: > >> It's not what you Google, it's how you Google it. Even when interviewing >> now I tend to try and look for people who can work problems out rather than >> people who can simply rhyme off lists of stuff - and I'm always keen on >> people who check the obvious things first. (Think "how would you >> troubleshoot a GPO that's failing to apply" rather than "name the FSMO >> roles".) There's an art to troubleshooting technical issues that's sometimes >> hard to define. It's probably the old "clean minds and scruffy minds" thing. >> Scruffy minds move in unexpected directions and try things that wouldn't >> necessarily make sense. I can remember fixing some random server hang just >> by stopping a service I didn't like the look of. It's only afterwards that >> we realised that particular app was opening loads of ports and generally >> monopolising the system. I didn't really know what I was looking for, until >> I found it. >> >> On 23 September 2010 00:31, Jonathan Link <[email protected]>wrote: >> >>> Sometimes I wonder if I'm just a good googler... Seems like 90% of my >>> issues have been tackled (and documented!) by someone else. >>> >>> >>> >>> On Wed, Sep 22, 2010 at 7:17 PM, David Lum <[email protected]> wrote: >>> >>>> The place with the ad you mean? I don't remember, but here's one in NY >>>> that is not completely different: >>>> http://www.linkedin.com/jobs?viewJob=&jobId=1007553 >>>> >>>> I do think I am generaly kick-ass, just don't call me an expert at >>>> anything. My specialty is the near-vertical leanning curve that is needed >>>> on >>>> an occcasional basis. I get stuff like this almost every month: >>>> Q. "Hey Dave, is this possible?" >>>> -or- >>>> "Hey this infrastructure piece is down and the guy who usually manages >>>> it is out and there's no documentation, can you make it work?" >>>> >>>> In both cases: >>>> A. "No clue..I mean in theory it is somehow possible" <run off> <back >>>> in 45 minutes> "yeah we can do it, here's a script/tool/some other clever >>>> capability". >>>> >>>> The answer of course sometimes comes from this list, or Exchange list, >>>> or Michael B. Smith. >>>> >>>> Ok I'm not kick ass at all, but I know how to contact a LOT of guys who >>>> are... >>>> >>>> Dave "my expertise is knowing experts and how to contact them" Lum >>>> ------------------------------ >>>> *From:* Steven M. Caesare [[email protected]] >>>> *Sent:* Wednesday, September 22, 2010 1:46 PM >>>> *To:* NT System Admin Issues >>>> *Subject:* RE: It appears that the Symantec Virus has affected PGP >>>> already >>>> >>>> Hehe.. type of org? >>>> >>>> >>>> >>>> -sc >>>> >>>> >>>> >>>> *From:* David Lum [mailto:[email protected]] >>>> *Sent:* Wednesday, September 22, 2010 2:26 PM >>>> *To:* NT System Admin Issues >>>> *Subject:* RE: It appears that the Symantec Virus has affected PGP >>>> already >>>> >>>> >>>> >>>> That reminds me, I was looking at job openings and once place had the >>>> job description on their website “looking for someone who is kick ass at >>>> finding technical solutions…”. Being an informalish kind of guy, I was >>>> tempted to apply just based on that kind of verbiage. >>>> >>>> >>>> >>>> Still like %dayjob% enough to not apply though… >>>> >>>> >>>> >>>> Dave >>>> >>>> >>>> >>>> *From:* Steven M. Caesare [mailto:[email protected]] >>>> *Sent:* Wednesday, September 22, 2010 10:16 AM >>>> *To:* NT System Admin Issues >>>> *Subject:* RE: It appears that the Symantec Virus has affected PGP >>>> already >>>> >>>> >>>> >>>> I’m using that on my next technical evaluation summary. >>>> >>>> >>>> >>>> -sc >>>> >>>> >>>> >>>> *From:* David Lum [mailto:[email protected]] >>>> *Sent:* Wednesday, September 22, 2010 12:39 PM >>>> *To:* NT System Admin Issues >>>> *Subject:* RE: It appears that the Symantec Virus has affected PGP >>>> already >>>> >>>> >>>> >>>> The product itself is the bombdiggity, I am hoping beyond hope this slow >>>> support is an anomaly. >>>> >>>> >>>> >>>> *From:* Steven M. Caesare [mailto:[email protected]] >>>> *Sent:* Wednesday, September 22, 2010 8:45 AM >>>> *To:* NT System Admin Issues >>>> *Subject:* RE: It appears that the Symantec Virus has affected PGP >>>> already >>>> >>>> >>>> >>>> Of course. It’s because we had planned on using it… >>>> >>>> >>>> >>>> -sc >>>> >>>> >>>> >>>> *From:* David Lum [mailto:[email protected]] >>>> *Sent:* Wednesday, September 22, 2010 10:50 AM >>>> *To:* NT System Admin Issues >>>> *Subject:* It appears that the Symantec Virus has affected PGP already >>>> >>>> >>>> >>>> We demoed PGP full disk encryption very early this year and in April >>>> ponied up for the licenses. Up to that point PGP support was fine – not >>>> spectacular, but good enough and quite consistent. >>>> >>>> >>>> >>>> Full rollout (260 systems) started last week, and I’ve had very little >>>> success with the responses from tech support requests this month. >>>> >>>> *David Lum** **// *SYSTEMS ENGINEER >>>> NORTHWEST EVALUATION ASSOCIATION >>>> (Desk) 971.222.1025 *// *(Cell) 503.267.9764 >>>> >>>> >>>> >>> ~ Finally, powerful endpoint security that ISN'T a resource hog! ~ > ~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/> ~ > > --- > To manage subscriptions click here: > http://lyris.sunbelt-software.com/read/my_forums/ > or send an email to [email protected] > with the body: unsubscribe ntsysadmin > -- "On two occasions...I have been asked, 'Pray, Mr Babbage, if you put into the machine wrong figures, will the right answers come out?' I am not able rightly to apprehend the kind of confusion of ideas that could provoke such a question." ~ Finally, powerful endpoint security that ISN'T a resource hog! ~ ~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/> ~ --- To manage subscriptions click here: http://lyris.sunbelt-software.com/read/my_forums/ or send an email to [email protected] with the body: unsubscribe ntsysadmin
