Tech Support Help!!!

by **Ldsmith104** » Tue Jun 13, 2006 11:01 pm

I am not sure where they found the tech support where I work, but they must be hard pressed for talent. Then again I could be wrong maybe what they told me is correct. I'll let you be the judge. I have remote access so I can long in when away from work. Tonight I was having trouble with the server. I log in through a citrix client (terminal services) it kept locking up. I have disconnected several times, even rebooted my computer and tried again. So I called our tech support. She told me I needed to reboot. I explained I had done this already. She said I needed to shut down not reboot. Shut down wait 15 to 20 seconds turn it back on and try again. If that doesn't work call back and ask for Terry she should be able to help you. I called back a few minute later and explained to Terry what was going on and what I had done. She said no it takes 15 to 20 minutes sometime for it to reset. Turn off you computer and wait 25 minutes then try it again. WTF??? At this point I just told her to forget it, and hung up. So am I missing something here....

On another note check out the strip from http://www.userfriendly.org/

by **Chacal** » Tue Jun 13, 2006 11:05 pm

Maybe the Citrix server has a timeout and will clear the connection after 15-20 minutes?

by **Ldsmith104** » Tue Jun 13, 2006 11:08 pm

Shouldn't they be able to reset it without waiting 20 minutes and what does that have to do with turning my computer off for 25 minutes?

by **cavalierlwt** » Wed Jun 14, 2006 6:10 am

Sounds like they were trying to say his computer needed to be off for 20 minutes. Sounds like they were trying to get you out of their hair while they figured out what was wrong. Kinda like in the movies when a woman is giving birth and they tell the guy to boil water and get clean sheets (maybe this is a really old cliche), they know it will get rid of the guy for like a half hour, gives them time to deliver the baby.

by **Geist** » Wed Jun 14, 2006 6:55 am

Well obviously there can be many reasons. But shutting your PC down for 20 minutes? I find this a little extreme. I'm unsure of what they are telling you to do this for. I would try using windows performance monitor. And I would check the event viewer. It could also be a bandwidth problem with the server. Or also a memory allocation problem. Also make sure evey thing is patched and updated.

by **Bromsin** » Wed Jun 14, 2006 11:26 am

Excuse me while I go ROFLMAO

The only think you needed to do to reset the connection was restart your computer. As long as your citrix client doesnt automatically try to connect when you logon then thats it.

It may well indeed take the terminal services 15 - 20 minutes to timeout and reset the connection depending how the server is setup. Thats something the admin would know.

However you never have to turn your computer off for 20 minutes to reset anything. Thats just stupid.

by **PraiseA||ah** » Wed Jun 14, 2006 11:31 am

There are a lot of stupid people working tech support so that makes perfect sense.

by **Mugzy** » Wed Jun 14, 2006 1:58 pm

Sounds like something we would do back when I was doing MSN support.

When you were getting tired of someone, you could do some bs stuff, then ask them to connect. There was a good chance that they only had one phone line, and that trying to connect would cause their line to drop.

When they called back, they had a 400 to 1 chance of getting someone other then you

by **Chacal** » Wed Jun 14, 2006 4:58 pm

It's probably simpler to tell the user to turn his PC off for 20 minutes than to explain the concept of time-out. I know that's what I'd do.

And yes, 400 to 1 is good odds.

Tech Support Help!!!

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