I'm just curious about the kinds of issues popping up. I haven't been in a NOC in a while, and help desk is long gone. I figured there are the simple things like "can't get email," a server being down, someone in marketting forgot his email, or a VPN dropping. What else is there?
NOC and helpdesk techs: What kinds of issues are you all dealing with?
- Thread starter n0cmonkey
- Start date
client: "I can't print"
me: "Turn on the printer"
client: "I still can't print, this is driving me insane"
me: "Check paper tray"
client: "There's nothing in there"
me: "Put some paper in there"
client: "OK it started printing..now what?"
me: "Go back to work"
client: "Will I be able to print now?"
me: "I believe so...test it out"
client: "The printer is printing like 1000 copies of my last document"
me: "....you didn't happen to press the print button 1000 times did you?"
client: "Yea because it wasn't printing"
me: "....well clear the print queue right now because you're wasting paper"
client: "What's the print queue? How can I stop this thing"?
and so on.....
AARRGH!!!!!!
me: "Turn on the printer"
client: "I still can't print, this is driving me insane"
me: "Check paper tray"
client: "There's nothing in there"
me: "Put some paper in there"
client: "OK it started printing..now what?"
me: "Go back to work"
client: "Will I be able to print now?"
me: "I believe so...test it out"
client: "The printer is printing like 1000 copies of my last document"
me: "....you didn't happen to press the print button 1000 times did you?"
client: "Yea because it wasn't printing"
me: "....well clear the print queue right now because you're wasting paper"
client: "What's the print queue? How can I stop this thing"?
and so on.....
AARRGH!!!!!!
Crusty
Lifer
- Sep 30, 2001
- 12,684
- 2
- 81
me: "ITR this is matt"
them: "we seem to have lost all network and digital phones"
me: "okay, let me go check the T1" (pause a few minutes) "yeah, your T1 line is down. We'll put a call into Verizon"
After 30 minutes of being on the phone with Verizon the phone rings again.
them: "It seems taht everything is working again."
me: "hrmm, that's interesting cause verizon still can't figure out why it went down."
them: "oh yeah, somebody unlugged some of those network thingies attached to the wall. They are plugged in now, and everything works"
<--- Bashes head against the wall.
Nobody in that location is supposed to have access to the closet with all the gear in it either
them: "we seem to have lost all network and digital phones"
me: "okay, let me go check the T1" (pause a few minutes) "yeah, your T1 line is down. We'll put a call into Verizon"
After 30 minutes of being on the phone with Verizon the phone rings again.
them: "It seems taht everything is working again."
me: "hrmm, that's interesting cause verizon still can't figure out why it went down."
them: "oh yeah, somebody unlugged some of those network thingies attached to the wall. They are plugged in now, and everything works"
<--- Bashes head against the wall.
Nobody in that location is supposed to have access to the closet with all the gear in it either
Hard drive failure in the primary database server, and the numb nuts who purchased it used software raid. This of course caused the box to become non-responsive at 3 AM which meant I had to go in and mark the hard drive in the software as not connected and start the box back up.
Originally posted by: MCrusty
me: "ITR this is matt"
them: "we seem to have lost all network and digital phones"
me: "okay, let me go check the T1" (pause a few minutes) "yeah, your T1 line is down. We'll put a call into Verizon"
After 30 minutes of being on the phone with Verizon the phone rings again.
them: "It seems taht everything is working again."
me: "hrmm, that's interesting cause verizon still can't figure out why it went down."
them: "oh yeah, somebody unlugged some of those network thingies attached to the wall. They are plugged in now, and everything works"
<--- Bashes head against the wall.
Nobody in that location is supposed to have access to the closet with all the gear in it either
LOL! We keep our T's in a locked room with a live LAN video feed of activity heh.
This is a true story. I was standing behind the help desk person when this whole thing took place.
helpdesk: "Helpdesk, how may I help you?"
caller: "Hi! I am so glad someone picked up the phone because I think I have a virus on my computer!"
helpdesk: "I see. What make you believe there's a virus on your computer? Did you run the virus scanner?"
caller: "No, it's just that my computer is acting all weird."
helpdesk: "How is it acting weird?"
caller: "Well, from time to time when I am working on something the cursor (mouse pointer) would jump all over the place and I can't control it."
helpdesk: "That's interesting. Let me remote into your computer. Hold on."
caller: "Ok, thanks!"
2 minutes later...
helpdesk: "Hey, do you happen to have a wireless mouse?"
caller: "Yes, why?"
helpdesk: "I think you need to replace the battery."
helpdesk: "Helpdesk, how may I help you?"
caller: "Hi! I am so glad someone picked up the phone because I think I have a virus on my computer!"
helpdesk: "I see. What make you believe there's a virus on your computer? Did you run the virus scanner?"
caller: "No, it's just that my computer is acting all weird."
helpdesk: "How is it acting weird?"
caller: "Well, from time to time when I am working on something the cursor (mouse pointer) would jump all over the place and I can't control it."
helpdesk: "That's interesting. Let me remote into your computer. Hold on."
caller: "Ok, thanks!"
2 minutes later...
helpdesk: "Hey, do you happen to have a wireless mouse?"
caller: "Yes, why?"
helpdesk: "I think you need to replace the battery."
Crusty
Lifer
- Sep 30, 2001
- 12,684
- 2
- 81
Originally posted by: DaiShan
Originally posted by: MCrusty
me: "ITR this is matt"
them: "we seem to have lost all network and digital phones"
me: "okay, let me go check the T1" (pause a few minutes) "yeah, your T1 line is down. We'll put a call into Verizon"
After 30 minutes of being on the phone with Verizon the phone rings again.
them: "It seems taht everything is working again."
me: "hrmm, that's interesting cause verizon still can't figure out why it went down."
them: "oh yeah, somebody unlugged some of those network thingies attached to the wall. They are plugged in now, and everything works"
<--- Bashes head against the wall.
Nobody in that location is supposed to have access to the closet with all the gear in it either
LOL! We keep our T's in a locked room with a live LAN video feed of activity heh.
Well this is a point-to-point T in a remote location. The closet is supposed to be locked 24/7 and only the master key should be able to open it. So only a few people in teh company have access to it...
Originally posted by: MCrusty
Nobody in that location is supposed to have access to the closet with all the gear in it either
Time to change the lock and/or smack whoever left it unlocked.
BurnItDwn
Lifer
- Oct 10, 1999
- 26,262
- 1,764
- 126
Well, I've been outta the help desk a couple of years now, but I'm still in an admin/support position ....
Last night at 10:30 I got a page because a computer operator (who shall remain nameless) launched a job on our production servers that he wasn't supposed to launch until Sunday at 3AM AFTER a DBA dropped a bunch of indexes, and during our official downtime window. There were 2 people from my dept initially working on it, and we wound up contacting about 10 other people between development teams, a dba, management, other areas of production support and the help center (needed to make sure no massive influx of problems) ..
It atually was nowhere close to the disaster that it COULD have become, but I was basicly working nonstop over my VPN connection from 22:30 to 01:30, and then today I sent out a long long long email to about 100 or so people in IT explaining what happened, and what we did to resolve the situation.
:EDIT:
I'd much prefer End users over some people ......
EDIT2 ....
and by "some people" I don't just mean the big wigs ... I also mean those who are in an IT job, that are not qualified for any job more complicated then fry-chef.
Last night at 10:30 I got a page because a computer operator (who shall remain nameless) launched a job on our production servers that he wasn't supposed to launch until Sunday at 3AM AFTER a DBA dropped a bunch of indexes, and during our official downtime window. There were 2 people from my dept initially working on it, and we wound up contacting about 10 other people between development teams, a dba, management, other areas of production support and the help center (needed to make sure no massive influx of problems) ..
It atually was nowhere close to the disaster that it COULD have become, but I was basicly working nonstop over my VPN connection from 22:30 to 01:30, and then today I sent out a long long long email to about 100 or so people in IT explaining what happened, and what we did to resolve the situation.
:EDIT:
I'd much prefer End users over some people ......
EDIT2 ....
and by "some people" I don't just mean the big wigs ... I also mean those who are in an IT job, that are not qualified for any job more complicated then fry-chef.
User: WTF I keep getting these dirty emails and pop ups when I browse the web
Us: Uh we are not permitted to filter emails because your bosses tell us not to. You should only use the internet for work related stuff.
User: I don't care! Fix it.
Us: We can't. You will need to have a official request to have your machine cleaned of spyware.
User: FU you guys suck.
Us: Ok Thanks.
Us: Uh we are not permitted to filter emails because your bosses tell us not to. You should only use the internet for work related stuff.
User: I don't care! Fix it.
Us: We can't. You will need to have a official request to have your machine cleaned of spyware.
User: FU you guys suck.
Us: Ok Thanks.
Crusty
Lifer
- Sep 30, 2001
- 12,684
- 2
- 81
Originally posted by: iamwiz82
I'm really glad I moved up to network admin. I can push the crap jobs on the guy below me.
Yeah, well im only an intern for the summer and IT department is all of 3 people! Including me, so we pretty much all have to take care of everything.
We are in charge of anything that plugs in to something... including vaccums.
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