People really do think we’re magicians…

It’s early. I’m the only one here. Hardly any offices are open, but we have to have an early guy both in case someone does call and also to work on imaging computers, and this week that’s me.

I’m in the middle of imaging three different machines when I notice there’s a ticket in the queue, and it’s not one of those automatically generated warnings that I can essentially ignore. It’s a VIP asking me to remote to a user’s computer and figure out why she keeps losing connection.

Okay, a few things…

First, I cannot remotely connect to a user’s computer without their permission. Even if I wanted to. Our program prevents this. And needless to say, this VIP did not have the login credentials I would need to get into her computer.

Second, even if I could, an issue like random disconnects is something that should really be looked at in person. Sure, I can check settings, change any that look wrong and do a network analysis, etc., but chances are good that it’s something environmental causing this issue (and the fact that she’s the only one having it doubles the chances that it’s something physical and near her).

Third, if she really is losing connection like this, and I’m connected to her remotely, I’ll lose connection as well, and that means getting her to log me back in, etc. once her connection is restored. Even doing something like an IP release/renew would cut me off from her computer.

I called the VIP, who seemed surprised to hear from me. She literally thought I could remote into that computer, work my magic and fix it. In fact, she specifically wanted it done now becauseĀ the user is in meetings all morning and she thought it would give me all the time I needed to root around looking for a solution! Yeah, sorry, but the user not being there makes thingsĀ harder, not easier. Even for issues that aren’t about connectivity, there might be restarts necessary, and I might need to login as the user, meaning the user has to be there in case I can’t get reconnected or we need their login.

But apparently I’m a magician and I should be able to figure out a way around these things…

3 thoughts on “People really do think we’re magicians…

  1. Well, it is possible to set up a system so that you can view their desktop at any time without asking permission. Auto-install a silent VNC server, then simply connect to it. There are very good reasons this isn’t done in most places… but I’d almost expect it in a CS cube. But VIP should know that’s not being done, and should know why not. That said, there is still real magic required here, remoting in through a flaky connection… and while I’ve done that, it is the sort of thing that makes techs tear their hair out.

    • True, and some of our offices do have that option set up (and other similar setups) but the ones set up like that are few and far between and no one at that location has ever had this setup.

  2. I’ll follow up with this story now that it has a resolution: the user herself did call in, and it turns out that she wasn’t getting randomly disconnected from the network at all. She was getting randomly disconnected from her Citrix XenDesktop, which is where all of her apps are (this is how users in her area are set up). I reinstalled the receiver, and it’s been working flawlessly ever since.

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