Luser: My computer is locked up.
Me: OK, I want you to turn the power off, wait 10 seconds and turn it back on.
Luser: OK <CLICK>
Me: <10 seconds later> Ok, that’s good enough, now turn it back on.
Luser: OK <CLICK>
Me: OK now you should be getting the startup screen and it will be a network login prompt in a few seconds (this was DOS/Win 3.1/Novell)
Luser: Nope, no login prompt.
Me: Well, where did it leave you?
Luser: It’s still locked up.
Me: Where did it lock up in the boot process? What’s on your screen?
Luser: The same thing that was there when it locked up.
Me: ?!? Did you turn off the COMPUTER?
Luser: Yup!
Me: Try it again
<time passes>
Luser: Nope, same thing.
Me: You cycled power on the computer, correct?
Luser: Yeah, I flipped the switch on the monitor. That’s the computer, right?
Me: <puts phone on mute, verbalizes obscene and physically impossible acts that the Luser should do to himself – takes phone off mute>
Luser: Are you still there?
Me: That’s NOT the computer, that’s your MONITOR. The computer is the box under your desk.
Luser: Oh, I thought that was the modem.
I used to do telephone support for nearly 50 offices nationwide. I would get a call like that at LEAST once a week.
The sad part is that I produced a good set of simplified docs, short, sweet and to the point that EVERY office got, explaining the basics of what was what (with drawings/pictures) so when they called for help we’d have a basis for communications.
It was a pointless exercise in futility.
Another:
My partner sent a internal PC modem out to an office. The manager told him “no problem, I can put it in.” Docs were sent to explain the procedure.
A few days later my partner gets a call from the manager saying that he’s got the computer open, had a hell of a time doing it and now can’t figure out where the modem goes (this was a standard 386/AT clone box). After sometime with nothing making any sense from the descriptions, my partner FINALLY figured it out.
The manager had OPENED THE BACK OF THE CRT AND WAS TRYING TO PUT THE ISA CARD IN THE DISPLAY!