Out of State Internet?

Email:

Is webct.csusm.edu accessible out of state?

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No, I think the internet stops at the California border.

Hotmail?

User: I cannot open my email attachment in gmail..
Tech: Okay, what kind of file is it? A word document?
User: Yeah, i think...it says .docx
Tech: Okay, that means that it is a word 2007 file.
User: Okay I don't have the new word.
Tech: I would suggest hitting "View as HTML" at the bottom of your email.
Tech: This will allow you to copy all of the information from your attachment into a new word document.
User: OH!! Cool, I didn't know that if you hit "Hotmail" that it would let you see the document.
Tech: You mean HTML? heh. It's not hotmail, it's an abbreviation for a computer language..all you need to know is that it will allow you to see the text.

Ready when you are..

Email conversation:

User: "I keep getting this error when I am on Internet Explorer."

Tech: "Please give us a call at 4111 so we can remote control and investigate."

User: "Hi I’m here do you have a minute now?"

Tech: "We have several staff here in the event that I am on a call."

User: "So are you available now?"

Tech: "If I am not on a call I am available – at the time of this writing I am available, but we have several qualified staff that can also assist you in the event of the phone ringing."

User: "Ok I’m ready if you are"

User: "I am still getting the error message. When will I be able to have someone find out why it is happening? Error message attached. Thanks"

Tech: "Please give us a call at 4111 so we can remote control and investigate."

Peoplesoft is hard.

User: "I need to find... where I enter my grades"
Tech: "Ok start by going to (website)..."
User: "Oh I'm here I just don't see what to do.."
Tech: :: proceeds to have her try and navigate for 10 minutes ::
User: "I don't see any of that here. Now I haven't logged in yet. Should I log in?"
Tech: "....please log in"
User: "Okay so.. umm.. lets see... there's um.... " :: continues to talk :::
Tech: "Are you logged in now?"
User: "I see these other things... there's some icons.. and a place to login at the bottom."
Tech: "Log in please."

User eventually logs in, and we make an appointment to get her trained.

UPDATE: We discover she wasn't entering semester grades. She was actually entering grades for an individual test, which is done in WebCT, not peoplesoft.

I want your wireless!

User: "I can't connect to wireless anymore."
Tech: "And you're off campus?"
User: "Yes, the wireless name I usually connect to isn't there."
Tech: "What internet provider do you use?"
User: "Oh I don't have one of those."
Tech: "Well, then, you probably were using someone else's wireless... something that they paid for, but was left unsecured. It could be gone for a number of reasons".
User: "What? I thought since you gave me the laptop, you also provided internet."
Tech: "We don't really do that. You'll have to be on campus to get our internet"
User: "Well I want the school's wireless at home."
Tech: "...."
"Let me transfer you to telephone services."

File BACKUP

User: "Something happened to my excel file."
Tech: "Let me remote you. So, what seems to be the problem?"
Users: "There's two copies of my excel file. You can see it right here."
Tech: "You mean the one called sunday brunch.xls and sunday brunch BACKUP.xls"?
User: "Did something happen with the servers? Do you think a restart would fix it.?"
Tech: "No, that wouldn't do anything. More than likely this was deliberately done by someone with access to the folder. We don't really duplicate files and then rename them, especially a file so far into your department shared folder."
User: "I'm not saying you did. I'm just asking if you might know how it got that way. I don't know what file to work on."
Tech: "Does someone else have access to the folder?"
User: "Yes one other person"
Tech: "Have you tried contacting her to see if she made a backup?"
User: "No, she's out of the office."
Tech: "I would try your best to contact her via email to see if she made a backup. Most likely she did."
User: "Well how am I suppose to work? I don't know what to work on."
Tech: "I would work on the one that doesn't say BACKUP on it. It's probably the same one you're used to."
User: "No no that's unacceptable. I'll just have to figure this out."
:: hangs up :::

Save to where?

User: I need to open a document and save it as another document.
Tech: Okay, like "Save As"
User: Yes I used to be able to do that, and now with Vista I can't do that anymore, and it's a hassle to create a new document over and over. I just want to save as each time.
Tech: Okay, are you working in Word, or Excel?
User: Umm, I don't know. Its like new, and umm..
Tech: What does it say at the very top of the window.
User: Oh! Microsoft Word
Tech: Okay, do you see the windows icon in the upper left hand corner? It looks like 4 squares linked together.
User: No...oh there it is.
Tech: Can you click on that and tell me what you see. You should see the option that says "Save As"
User: I don't see that.
Tech: What do you see?
User: I don't know.
Tech: Okay, I'm going to have my supervisor remote control. Is that okay with you?
User: Sure (angry tone).
Tech: Is this what you were looking for? (After clicking the windows icon)
User: yes. how did you do that.
Tech: I clicked here. With my mouse.


The user was just upgraded to Vista but had in fact been working in Office 07 for a while now...really?...

User Babble

"Wait a second, I need to figure out how to write an "f"
- anonymous user

- The user was writing down her temporary password at the time.

Vistasoft?

User: "Is there anything wrong with Peoplesoft? I logged in and I don't remember where I logged in. :: laughs :: I just got a new Vista machine. I don't know how to shut it down. How do you shut it down? Ctrl Alt Delete? There's no option."
Tech: Click on the icon on the bottom left of the taskbar, then click shutdown.
User: "Oh it's hidden!"

Confidential Info

Man: "I need to find out what class my wife is in right now."
Tech: "Sorry, we're not allowed to give that out."
Man (upset): "It's a medical emergency. A family medical emergency. I absolutely must see her!"
Tech: "I'm very sorry."
Man (upset): "Let me talk to your supervisor!"
Supervisor: "I'm very sorry but we're not allowed to disclose her whereabouts."
Man is enraged and leaves.

Turns out he came to find her because she did not turn up to their divorce hearing.

Motherly Closeness

Mom: "Hi. I'm calling for my daughter. We can't log into her account."
Tech: "Is your daughter over 18?"
Mom: "Yes"
Tech: "Then we need to talk to her directly. I'm sorry."
Mom: "Oh no. We have a VERY open family. We're open about grades and everything. That's just how we raise our kids."
Tech: "I'm sorry but we still need to speak to her directly."

Black Box

Orientation team to new students: "All of our podiums use black box technology"
Techs: "....."

Deleted Items

User: "Yeah every month or so some of my emails get deleted in my Outlook folders."
Tech: "Let me remote you."
User: "Okay"
Tech: "These are the folders?"
User: "Yes"
Tech: "The ones underneath deleted items?"
User: "Yes that's them."
Tech: "You've been working out of the deleted items folders? For how long?"
User: "Oh I've always used these ones. Can you recover my old folders?"
Tech: "You didn't call us when you first noticed the issue?"
User: "Oh I didn't get around to it. But now I need something."
Tech: "Well what's been happening is your inbox has been cleaning itself once a month, and because all your folders are in the deleted items folder, they're assuming you don't want these, and that they can be deleted."

This happens too often..

User: "I haven't received any emails today."
Tech: "Let me remote you."
::: Presses the + sign next to Today in Outlook :::
User: "Oh there they are! How did you do that!"

Class Roster

User: "I'm in peoplesoft and clicking on the class roster but it's not doing anything".
Tech: "That's odd. Let me have a peoplesoft specialist call you back in a bit."

Peoplesoft expert to Tech: "Yeah so it turns out she was clicking on the example button. It was just a jpeg image."

Your website isn't working.

Old lady: "Your website isn't working."
Tech: "Are you at home?"
Old Lady: "Yes"
Tech: "Are you able to get to another website?"
Old Lady: "No, your website isn't working."
Tech: "Can you try typing in www.yahoo.com into your browser?"
Old Lady: "It says page cannot be displayed."
Tech: "Then that's a connection problem you are having at your house. Who is your internet provider?"
Old Lady: "AT&T"
Tech: "We unfortunately cannot help you. We would recommend that you talk to your ISP or Best Buy or Fry's tech support."
Old Lady: "My grandson set this up for me. Let me talk to your supervisor!"

-supervisor goes to her house -

Supervisor: "She had been screwing around with her wires. She said she was using a screwdriver? She had a couple of them switched and it seemed to work now"

- the next day -

Old lady: "My internet is having the same issue!"

- supervisor goes to her house -

- the next day -

Old lady: "Your supervisor was here. She could not fix my problem. My modem was off. I turned it on. Now there's a red blinking light."
Tech: "We unfortunately cannot support you on a personal computer or network. Have you called AT&T?"
Old Lady: "I did but they put me hold and I'm never gonna call back again!!"
:: hangs up :::

Keyboards

User: "Do you have any keyboards?"
Tech : "Let me check." "Yes you can come pick..."
User: "Okay I'm in room 444."
Tech: "Okay."
User: "Is it very difficult to hook up a keyboard?"