Well, here's another in my small series on how to do things an admin needs to know how to do.
This one relates to IIS (Internet Information Services) which is the service, or rather series of services, that hosts connections to your server. This is also what holds up OWA and your web portal if you are self hosting.
Sample from a blog article I wrote:

One thing alot of admins don't know, is that you should never EVER restart the actual IIS service from the Services console. It's not because this sort of restart can cause harm, it's really because when you stop the IIS service several other services are stopped at the same time.

These services are dependent on IIS to run correctly. When IIS is restarted incorrectly, it doesn't usually come up with a list of services that were stopped during that time. Unless you have all these services memorized, it's best to not do an IIS restart this way.

Instead, it would be preferable to restart IIS with the methods I've outlined for you below. These will restart most of the services that IIS pulls down and will allow your system to resume regular operation the soonest.




Ok, so that's it. I have a MS article linked below for you to look at too, if you need it. :) Enjoy!!

Here's a Microsoft TechNet article with more detailed information about IIS.
http://www.microsoft.com/technet/prodtechnol/WindowsServer2003/Library/IIS/003ed2fe-6339-4919-b577-6aa965994a9b.mspx?mfr=true

Labels: how to, iis, instructions, management console, method, microsoft, MS, phone support, support, system, tech, technical, technical support, windows

I'll preface this by saying, I would love to work from home. It's always been my dream to be a freelance "something" like a web developer or something. I would love to set my own schedule and not have to deal with office politics or put on pants. You know, the fun stuff. I would like to advise any Admins out there who want to work from home, do so! We admire you for having that ability.

That being said... get an office (that locks) in your home or send the kids to daycare. If I hear screaming kids in the background and your phone gets cut off in the middle of our conversation I will not attempt to help you. I will tell you whatever you want to hear to get you off the damn phone.

Be reasonable will you? I can't troubleshoot with you if I have to call you back ten times, or if your computer gets turned off by a rambunctious 2 year old. I don't appreciate having to yell to be heard, and let's face it, what person wants to sit by and listen to some poor kid get yelled at or spanked on a BUSINESS phone call?

Keep home separate from work PLEASE.

Labels: advice, baby, call centers, calling, kids, phone, phone support, stupid, support, tech, technical, technical support

My customer called me today, because something he has set up is doing what it's supposed to be doing and he doesn't like that. He had set his system to alert him whenever it got to a certain threshold, and then delete the oldest item when the threshold was met. He didn't like the alerts, because it was freaking out his client. lol

I explained to the customer that this is expected behavior, but he didn't believe me. He wanted me to go through all of his settings to make sure they were set up correctly.

We looked at his settings, in this case it was a threshold, it had...

...these three things:

Number of items:
1500
1000
500

Maximum size: KBMB

How long to keep?
90
60
30 days.

... and he wanted me to explain what these values mean. What do you think these values mean?? I thought it was pretty obvious.
So, I explained it all to him including the other options on the page, and he still didn't completely get it.

Labels: calling, changes, questions, stupid, support, tech, technical, technical support

The latest news from the The Fun Company Tech support front:

News Flash! Software company removes redundant feature! More at 10'o clock....

So, recently we put out a new version of our software. Lets call it The Bean version 2.0.
It is a piece of software that is run with another program that goes on servers.

In our original software - Jumping Bean v.1 it jumped all on it's own, because the platform we were installed on (called The Table) was flat and unmoving. Recently, The Table was changed to The Trampoline Table and now the jumping component of our Jumping Bean v. 1 is obsolete.

We recently changed the name and removed that functionality, so now it's just "The Bean v2.0". We also have an optional add-on called "SuperJump" that can be purchased at an additional fee.


I had an admin call me yesterday, and this was the basic conversation:



Admin: "So, I found out you took the jump out of the Jumping Bean Software."

Me: "Yes Sir, the regular Jump function no longer exists."

Admin: "I was using that function. Why did you take it out? "

Me: "Well, Sir, because your Table software added the Trampoline function, it does the bouncing now. "

Admin: " I don't like the way my Table software does the bouncing. I want your software to do the bouncing."

Me: "I'm sorry sir, we no longer bounce in this version. But if you like, you can get an extra high bounce by purchasing this add-on called SuperJump .
Or, alternatively, you can uninstall the new The Bean software, and use the old Jumping Bean software instead, or you can also make it jump by hand. "

Admin: "I don't want to pay more. I don't want to make it jump by hand and I don't want to back up to the old version.
I think your company should tell me how to use The Table Trampoline's jump function because you no longer do the jumping."

((Now, remember a few posts back where I gave advice on not asking for advice for a third party program?))

Me: "Mr. Customer, I am not authorized to support the jump feature on your Table Trampoline software. If you would like us to help your beans jump really high, you'll need to get the SuperJump feature in our software."

Admin: "I want you to tell whoever you need to tell that they shouldn't have removed the jump function. I was using that, and it's not fair that you can't tell me how to use the Trampoline function in my Table Trampoline software."


So, this is what happens when software changes. We understand that you are comfortable using the old familiar way. But sometimes that isn't an option. We love that you love our software so much, and we understand that the other guy charges, but that doesn't change the fact that we were doing something that's already being done.

We have a better option, but the better option charges. The reason is because the better option is more of a service, and you get updates every ten minutes. Where before, the option was free, but only getting updates every few months.

Labels: call centers, calling, changes, gone, software, tech, technical, technical support

In case I forget to post before then, I just had to get that out... Now on to today's story:

Frequently I get called because someone isn't able to use their proxy. (We have a proxy that a lot of people use.) Most commonly, the reason it doesn't work is because when they were installing it, the program threw up a wonderful DNS error, and rather than fixing it... they ignore it and continue to install the program.

Three weeks later....

They finish setting it up, only to discover that they can't add LDAP users, or get out to the internet.... Or the program is really really slow.

So I tell them, "Mr. Customer, you need to fix your DNS. Now, understand that DNS is not my area of expertise. I deal purely with the program itself. The issue you are having is clearly a DNS issue, and we know this because <insert lengthy troubleshooting steps here> and your symptoms clearly show that YOU ARE HAVING A DNS ISSUE!. "

"But my DNS is perfect." They always say.

"WHAT!?!? There's no fricken way your DNS is perfect. During our troubleshooting you asked me how to find out what OS you have - you dummy." Oh... sorry... That was the dialog in my head. Not what I said to the customer. hee hee.

Now remember, like I've said before, these people make 2 to 3 times my salary. They are A-D-M-I-N-S and most went to school to get all those useless neat certificates to say how much more superior they are to me.

So then, then I have to go to DNSStuff.com (a neat place to check DNS) and prove to them that they are missing a PTR record, or an A record... or whatever is the case at that point.

Then they understand, and I suggest they call an actual expert, like Microsoft or something. Then they get all hot and bothered because no one wants to PAY for support. That's why they call us first. We're free.

Know what else? We don't troubleshoot DNS!

Labels: admin, call centers, dns, microsoft, question, questions, stupid, tech, technical, technical support

Todays lesson is: Don't ask a question if you're not ready for the answer.

This applies in two ways. One, if you ask a question, pause your talking long enough to hear an answer. Two, if you ask a question that requires I give you information to write down or type, have your keyboard/paper ... READY.

That's all for today.

Labels: be ready, call centers, calling, instructions, listen, listening, phone, phone support, question, support, tech, technical, technical support

You don't have the most current version. Why do you say that if you don't really know?


Ok, so today... today I'm talking to a customer. It's way too early in the morning. I have a headache and the customer didn't help. So I ask him: "What version of -this product- do you have on your system?"


He answers, "I have the latest version. Version 5.0.5.366...." Then he proceeds to talk and talk and talk. It takes him 5 minutes to pause long enough for me to say anything. Come on!


So finally, I can say something, but it's not important right now to tell him that he's an idiot and has like, 4 versions back. No sir. You do not have the most current version. Not by a long shot.


The worst part about this is that this is a common issue. Many many people do exactly the same thing. I can't believe they have the gall to call and not have the information they need ready. Or in the very least, be willing to say they don't know.
I much prefer to hear..."I don't know" and have the customer be willing and ready to find out then the "I have the latest version..." while not actually knowing they do for sure, without even knowing what version they actually have!!

Labels: call centers, calling, calling back, listen, listening, phone, phone support, question, questions, support, tech, technical, technical support, wrong product

Hi! Sorry it's been awhile. I haven't been here for some time because I've been a little busy. I'm working on a book, and have been making some mini-movies, and of course I have multiple blogs that I log to regularly. So here it is.

Today's advice is:
...you need listening skills. When you call support be prepared to listen. Not just talk. On every call I verify what product the person is calling about, because I support six different products, and there are many more that my company makes. Sometimes the customer isn't paying attention and answers me without thinking, which means that they get 5-10 minutes of each of us not understanding what the other is talking about.

Here's an example:

I say: "Thank you for calling FunCompany my name is Reine. Can I get your name please? "
Customer answers: "Joe Bob"
I say: "Can you tell me what company you're calling from?"
Customer answers: "FunCompany Software for my PC"
I say: "Yes, I understand that you need support for the FunCompany software, but what company do you work for? I need that information for verification..."
Customer answers: "OH! You mean MY company... I'm calling on behalf of ID10T company."
I say: "Thank you. I'm showing here that you are calling about the FunCompany Jumping Bean Software, is that correct?"
Customer answers: "Yes."
I say: "Ok, how can I help you with that?"
Customer answers: "Well, my Magic beans aren't growing a beanstalk."
I say: "Well, our jumping beans don't grow beanstalks."
Customer says: "Well, I bought this FunCompany product and it's not growing beanstalks. I know its supposed to grow beanstalks. I even put it in dirt."
I say: "Are you calling about the FunCompany Jack n' The Beanstalk Software?"
Customer says: "Yeah, that's the product I need help with."
I say: "Well, then you're on the wrong line. Let me transfer you to the FunCompany Jack n' The Beanstalk Software support queue."

........End.

Ok, so that's the end of my example. See what I mean? Had he listened to begin with he would have saved himself alot of time and aggrivation.

Labels: call centers, calling, instructions, listen, listening, phone support, question, questions, tech, technical, technical support, wrong product

Today's advice is: Don't take shortcuts.

Follow the instructions even though they don't make full sense. If you have to know why they are how they are, then ask. Then follow the instructions.



I had a young woman contact me today about registering her product. The process involved knowing enough about her network to be able to get past her proxy/firewall for the registration. Short of being able to do that, she needed to be able to type a long command prompt-style string to bypass the proxy/firewall.

I sent her a copy of it so she could literally copy/paste most of it, but there were a few places where she'd need to fill in the appropriate information. Unfortunately for her, it required full path information to the files she was trying to use.

Every time she got to one of those variables instead of typing the full path:

c:\example folder\example.exe

She would attempt to use a system variable:

%drive%:\example folder\%filename%

Or some such nonsense.



Now, that may be ok in some circumstances, but the instructions clearly stated that she need the fully qualified path.

In the end, the process failed. Even after I tried time and time again to get her to put in the correct information.

She could have saved herself alot of time and aggravation by just filling in the correct information the first time instead of trying to buck the system. Those instructions are there for a reason. If you knew how to do it your way then why are you calling for help??? Because you don't know how.


So, the moral of the story is:

Capitalize on someone else's experience and do it the tried and true way. Don't try to be a hero.

Labels: call centers, calling, instructions, method, question, questions, support, tech, technical, technical support

So, I understand, my program doesn't do exactly what you want it to because your environment is screwy. Your car wouldn't be happy if you drove it on roads made of nails or tacks or broken glass. Why does it bother you then if other things don't work with every situation?

Just because you have to be different. Just because my program works with 90% of other people and it doesn't work for you. Or in this case, it doesn't work easily with your broken glass road. You make me feel guilty, you say "your program won't to this." "Your program won't do that..."


I'm sorry that the whole world doesn't revolve around you. If you don't like it, buy something else and stop threatening to, as if I can change your program. If you want to leave feedback with the company; if you take 5 little minutes out of your day to tell someone who can do something, then maybe it might happen for you. Telling the technician won't do you any damn good. Stop trying to make me feel guilty for your bad purchase.

Labels: guilt, phone support, support, tech, technical, technical support, wrong product

Hi to all you good people out there! I'm back with a new tale of woe for those wonderful Admins out there!

So the topic for today is asking someone else for what you didn't get from me!
If you've called support before and then called back in later for another question, then you are aware that from time to time you'll get inconsistent information. This happens in all support, it's not just ABC company, or XYZ company. It doesn't matter if the support is in the U.S., England, Japan, or India. The main reason for this is that there's almost always more than one way to tackle a problem. So if you call in saying that your computer's monitor doesn't show any pictures, there may be more than one way to look at it.

1. Did you plug it in?
2. Did you turn it on?
3. Is the screen broken?
4. Do you have the appropriate drivers?
5. Is your OS experiencing problems?
6. etc....

Ok, now if on one call you did 1 and 2, then logically on the next call you'd move on to #3. Or possibly, because customers are notorious for giving their support person invalid info, you may go back over 1 and 2 in a different way before getting to number 3. This is called t-r-o-u-b-l-e-s-h-o-o-t-i-n-g.
Once you get a final answer, though, and it's no longer troubleshooting, then the answer you get is the answer you get, and it's most likely not going to change. Don't call back just to get a new answer.
We understand fully if you want to get at it from a different angle, or if you have new info you didn't get to us last time, that makes sense

If I tell you on your first call that your monitor has a crack in it and needs to be replaced, you're not going to hear something different by calling back 5 minutes later and telling someone the same story.

So don't ask Mom to give you something different from Dad. The rules are the same for everybody. If your monitor is cracked, calling 10 times is not going to change that fact. If there's something you need to do, do it. Then call us back with more information!

Labels: call centers, calling back, phone support, support, tech, technical, technical support

Ok, I work in a call center-like environment. I get calls from people who've been on hold for an hour. They are upset because of the amount of time that they were on hold, so in retribution they hold you up asking lists of dumb, time-consuming questions or insisting that you hold their hand through the simplest of procedures.
They never seem to understand that our hold times would be shorter if they didn't create a laundry list and expect every whim to be fulfilled just because they had to sit for an extra 10 minutes on hold.
We understand you've been waiting a long time and we would love to help you as fast as possible, but if you take your time and stall for no real reason, you will be the reason that someone else will do the same thing. If you want faster service be kind to those behind you in line and limit your call to the issue at hand. Save the laundry list of items for your user guide or online/email support.
If you absolutely must call in for support, in the case of the documentation not fulfilling your needs, try to call very early in the morning. Morning hours are the best times to get support - every place I've ever worked in support was always dead during the first hour. If you choose to call at lunch time, expect to be on hold for 30 - 60 minutes at least. This is especially the case within the first month after a new version of your software is released, or right after a national holiday.
If you're looking for a good day to call in, the day before Christmas, Thanksgiving, and Easter. Also, if your support center is open on weekends or other travel holidays, call in on those days.

Have a great day and enjoy calling!

Labels: call centers, calling, holidays, phone, phone support, tech, technical, technical support

Today is the day that I address the problem of being vague.



I'm going to try to use examples, but because I don't want to reveal actual people, I'm going to replace parts of the examples with something else. For this one I'm going to use a VCR and TV.


Customer: "I would like to configure my TV, my remote, and my VCR."
Me: "Ok Mr. Customer, what would you like to configure it to do?"
Customer: "Well, I currently have my remote in my hand, and my TV is on."
Me: "Well, Mr. Customer, did you have a question regarding the remote? "
Customer: "I've turned my tv on, and I want to change my settings on my VCR to make my TV blink. I also want my recordings to be taped on certain days. I'd like my TV to do that."
Me: "Mr. Customer, these two items are not related in that way. You are able to change settings on the TV if you would like to make it blink. The settings for the tapings need to be changed on the VCR."
Customer: "But that's not what the VCR tech told me!"
Me: "I'm sorry Mr. Customer, but the VCR is what determines the times that tapings get done."
The customer, irate at this point requests to talk to another person. He doesn't feel that I've given him the correct information, and swears the programs are related to eachother.
Me: "Ok, I can transfer you back into the queue if you'd like, but there's a possiblity that you may get me again."
Customer: "Fine. I just don't think you're understanding me."
So I transferred him.

--end--


So, this customer didn't really know what he wanted or what to ask for. This is an example of being vague. This is also an example of not-knowing-what-you-want-itis. On a side note, the calls I take are from network administrators. These folks should already know how frustrating it is to get a call or email from someone asking for something that means nothing, or calling for help and never saying what they want.

I've had at least three people call me with vague-itis today. When you don't know what you want, you frustrate the person you're calling to for help. You won't get anything taken care of. If you want to talk to a technician, make a list. Make a list before you call! Decide what questions you'd like to ask. Determine what direction you'd like to go. Read the documentation that comes with your item and use that as a spring board to get what you want.

Just remember, we really do want to help you get what you want if its within our power to achieve. We just want to know what it is!

Labels: listen, phone, phone support, question, questions, stupid, support, tech, technical, technical support, vague