"Have you rebooted?" - Why do people get so mad at that question?

[BrunoPuntzJones]

Hey, it works as well today as it did 10 years ago.

People seem to get so pissy about it.

"My computer is having a problem, it won't open Word"

"It's running really slow, can you fix it"

"Hey these graphics look funny when I minimize a window"

I'm not going to sit and go through a bunch of processes and manually kill all the cursor crap and sound effects you've installed just to see what's causing the problem, when a simple reboot and 30 seconds it'll be fixed.

Folks really get irritated when asked if they've rebooted. I guess it implies they are dumb or something?

Or I guess maybe get mad that it's possible to get paid to do "easy" work like tell them to reboot instead of "fixing" it.

 

[AgaBoogaBoo]

They want to hear someone say it was their fault and done on purpose to make their life harder.

 

[Linflas]

Originally posted by: BrunoPuntzJones
Hey, it works as well today as it did 10 years ago.

People seem to get so pissy about it.

"My computer is having a problem, it won't open Word"

"It's running really slow, can you fix it"

"Hey these graphics look funny when I minimize a window"

I'm not going to sit and go through a bunch of processes and manually kill all the cursor crap and sound effects you've installed just to see what's causing the problem, when a simple reboot and 30 seconds it'll be fixed.

Folks really get irritated when asked if they've rebooted. I guess it implies they are dumb or something?

Or I guess maybe get mad that it's possible to get paid to do "easy" work like tell them to reboot instead of "fixing" it.

I think a lot of users hear "I am too busy to bother taking the time to think about the issue you are having" when you say "have you rebooted?".

 

[BD2003]

Originally posted by: BrunoPuntzJones
Hey, it works as well today as it did 10 years ago.

People seem to get so pissy about it.

"My computer is having a problem, it won't open Word"

"It's running really slow, can you fix it"

"Hey these graphics look funny when I minimize a window"

I'm not going to sit and go through a bunch of processes and manually kill all the cursor crap and sound effects you've installed just to see what's causing the problem, when a simple reboot and 30 seconds it'll be fixed.

Folks really get irritated when asked if they've rebooted. I guess it implies they are dumb or something?

Or I guess maybe get mad that it's possible to get paid to do "easy" work like tell them to reboot instead of "fixing" it.

I get pissy about it because every time I have to call a TSR about something, I've usually tried everything else on my end and I know what I'm doing. When they start going through the script about rebooting, unplugging etc, its basically an insult to my intelligence. And you have to go through the motions before you can finally get to talk to someone who can actually understand what youre saying and help you.

 

[40Hands]

They want you to fix it without them being "inconvenienced" with a restart..

 

[DivideBYZero]

When I hear that I think, 'Script based technical support'. So yeah, pack it in with the reboot crap.

 

[AgaBoogaBoo]

Originally posted by: BD2003

Originally posted by: BrunoPuntzJones
Hey, it works as well today as it did 10 years ago.

People seem to get so pissy about it.

"My computer is having a problem, it won't open Word"

"It's running really slow, can you fix it"

"Hey these graphics look funny when I minimize a window"

I'm not going to sit and go through a bunch of processes and manually kill all the cursor crap and sound effects you've installed just to see what's causing the problem, when a simple reboot and 30 seconds it'll be fixed.

Folks really get irritated when asked if they've rebooted. I guess it implies they are dumb or something?

Or I guess maybe get mad that it's possible to get paid to do "easy" work like tell them to reboot instead of "fixing" it.

I get pissy about it because every time I have to call a TSR about something, I've usually tried everything else on my end and I know what I'm doing. When they start going through the script about rebooting, unplugging etc, its basically an insult to my intelligence. And you have to go through the motions before you can finally get to talk to someone who can actually understand what youre saying and help you.

This might apply to AT'ers, but not the general population. Also, even those who know what they're doing sometimes forget a simple thing that they run through in the standard protocol for dealing with these issues. If doing this can solve the vast majority of issues, then isn't it for the greater good?

 

[dainthomas]

Users suck.

Tell them it's a BKAM error.

 

[Abel007]

Originally posted by: DivideBYZero
When I hear that I think, 'Script based technical support'. So yeah, pack it in with the reboot crap.

Reboot crap? A reboot solves 80% of generic people's issues. I hardly call that crap. Don't be offended if you are asked the reboot question because you are not the norm. You are the exception to what help desk employees have to deal with.

 

[Riverhound777]

Try asking them "When was the last time you rebooted?" instead. It is a slight difference that makes them much less offended.

If they say 2 mins ago, you don't have to ask them to reboot, but many say "I don't remember," or "last week". Then you just pollitely ask them to do so now.

 

[spidey07]

I also love people that spend hours pulling their hair out with problems with their home network when a simple turn the device off for 5 minutes and power up will fix 99/100 of the problems.

 

[ebaycj]

Originally posted by: 40Hands
They want you to fix it without them being "inconvenienced" with a restart..

yep, ftw..

 

[loup garou]

Personally, I think "fix it with a reboot" is addressing the symptoms and not looking for the cause of a problem, but most users probably just find it inconvenient.

 

[thirdeye]

Originally posted by: DivideBYZero
When I hear that I think, 'Script based technical support'. So yeah, pack it in with the reboot crap.

Have you ever actually worked as help desk staff? You'd be surprised what a reboot can fix. It's not worth spending an hour trying to fix something that reboot will fix anyways.

Originally posted by: loup garou
Personally, I think "fix it with a reboot" is addressing the symptoms and not looking for the cause of a problem, but most users probably just find it inconvenient.

When you have users who reboot their computers once a month, MAYBE, that's generally the first course of action.

 

[smack Down]

Originally posted by: spidey07
I also love people that spend hours pulling their hair out with problems with their home network when a simple turn the device off for 5 minutes and power up will fix 99/100 of the problems.

Of course that is because home network equipement is complete crap.

 

[Phoenix86]

I love when it I call my ISP.

ME: I'm having problems with my network connection. I have rebooted my cable modem, PC and router. I have disconnected the router, plugged directly into the modem and have the same problems.
CSR: Have you tried rebooting your cable modem? Also, we can't support home networks since the router may cause the problem.

 

[yowolabi]

Originally posted by: 40Hands
They want you to fix it without them being "inconvenienced" with a restart..

Pretty much. They get mad because they haven't rebooted and were hoping they wouldn't have to.

 

[spidey07]

Originally posted by: Phoenix86
I love when it I call my ISP.

ME: I'm having problems with my network connection. I have rebooted my cable modem, PC and router. I have disconnected the router, plugged directly into the modem and have the same problems.
CSR: Have you tried rebooting your cable modem? Also, we can't support home networks since the router may cause the problem.

Well to their point they can't support you home network and 99/100 times it isn't the ISPs problem. Everytime a modem goes off line it is recorded (they have a log if you have lost layer1 connectivity). The number one fix to almost any broadband problem is to turn off the modem for at least 5 minutes and the power it on. Just resetting it isn't enough. You can't approach network troubleshooting like you do with PCs - it's a totally different methodology.

Plus making changes like removing the router and plugging directly in can actually CAUSE the problem.

 

[Bryophyte]

My mother-in-law doesn't call me for technical support anymore because that's always my first question. My second question is usually "Have you called (fill in the blank)? I am 100 miles away and they are a half mile away from you and I can't diagnose this over the phone, I need to see the computer."

:laugh:

 

[hanoverphist]

Originally posted by: Riverhound777
Try asking them "When was the last time you rebooted?" instead. It is a slight difference that makes them much less offended.

If they say 2 mins ago, you don't have to ask them to reboot, but many say "I don't remember," or "last week". Then you just pollitely ask them to do so now.

this is what i do as well. usually i hear "well, i dont remember. do i need to do that once in a while?" and thats when i laugh. on the inside.

 

[jimbob200521]

98% of the tech support calls we get here are because the PEBKAC.

 

[Alone]

"The nanospiders will exit their box and repair your computer, but only when it's off. So, a quick restart should suffice."

 

[DivideBYZero]

Originally posted by: thirdeye

Originally posted by: DivideBYZero
When I hear that I think, 'Script based technical support'. So yeah, pack it in with the reboot crap.

Have you ever actually worked as help desk staff?
.

Yes.

 

[DivideBYZero]

Originally posted by: Bryophyte
My mother-in-law doesn't call me for technical support anymore because that's always my first question. My second question is usually "Have you called (fill in the blank)? I am 100 miles away and they are a half mile away from you and I can't diagnose this over the phone, I need to see the computer."

:laugh:

I just sent your MIL an email explaining VNC in simple terms.

BWAHAHAHAHAHAHAHAH!!! PREPARE TO BE TECH SUPPORT FOR EVAR!!

 

[HN]

A trick i use is to do some inconsequential actions, mumble some mumbo-jumbo, and then i suggest the restart.

*double click speaker icon* -- "hmm, nothing conflicting with your sound driver controls"
*hide/unhide system tray icons* -- "oh...hey, that's a lot of icons"
*open task manager, fake scan* -- *suck wind through teeth, let out a 'whoa'* -- "these processes might need to be rebooted"

that takes about 10-15 seconds. Then i suggest the reboot. It's all about the delivery/presentation :laugh: