Whizbang wrote:The support script is the only workable solution to the problem of people thinking they know what they are doing, without spending gobs and gobs of time and money to train support techs, and even more time and money training users. Even the best tech will fall into the trap of the "smart" user who has "tried everything", only to find out that "everything" didn't include checking the plug or turning on/off some minor and obvious setting.
It sucks. It is excruciating for everyone involved, but it works and avoids spending heaps of time on more complex fixes when the solution is something simple. So, unfortunately both techs and users need to run through the script.
Sometimes it just takes having someone stand over your shoulder, making you take it one step at a time.
If it helps, try thinking of the support script as the equivalent of a NASA pre-flight checklist: "rebooted?" "check" "all plugs secure?" "check" "power to all components?" "check" "tried running task manager to check whether the service runs?" "I'm not using Windows..."
Okay, so it only works if your computer fits the script, but still...