It's Busy! I can't login!
This just happened a few minutes ago, and I'm still shaking my head over it.
I work for an MSP, and one of my clients has a call center for orders, product support, etc. One such user called in.
Caller: Hi, I can't get logged in to my computer. It's busy, and I've restarted four times and it still won't let me log in.
Me: Are you calling from home or the office?
Caller: I'm calling from home. I--wait, what do you know? It's applying user policies...update policies...etc. (continues giving me the play by play of what is appearing on the screen). Okay, it's letting me in. But I can't login to [proprietary software].
Me: Alright. Are you receiving an error?
Caller: (shares error message) ...cannot connect to server at this time. Please contact administrator for assistance. That's you, right?
Me: Hm, sounds like you're not connected to the VPN. Try connecting to the network first then try logging in again.
Caller: (silence. Then updates me again, because she has rebooted the machine again)
Me: Why did you restart your computer this time?
Caller: Because I'd accidentally closed out the VPN login window thingy and if you don't connect to the VPN right after start up, things get messed up the rest of the day. So, I have to start fresh each time.
Me: (shakes head) ...
She doesn't really need to do it this way, as her company doesn't have their machines set up like that, but to each their own.
Caller: Okay, I'm on the VPN now, and I can log in to the [software]. Now, why would my computer do this? Why was it not letting me login before?
Me: It sounded like your computer needed to run some updates. You have to wait for them to finish before you do anything after logging in to it.
Caller: How do I update it? It's not supposed to keep me from logging in. (She goes into Settings and sees that her machine is up to date) If it's up to date, why do I need to update it again?
Me: (I explain to her that the machine already updated, and that's why it was Busy before, and it asked her to wait)
Caller: (doesn't sound like she believes me) OOooookaaayyyy... Well, I'm in and I'm getting my first call. Thanks! Have a great day! [Click.]## TLDR Summary:
Then updates me again, because she has rebooted the machine again)
Me: Why did you restart your computer this time? Me: (shakes head) ...