• buddascrayon@lemmy.world
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    6 days ago

    As someone who’s an IT person I can tell you the vibe is actually, “Well shit, I guess I’m going to actually have to diagnose something.”

    • littlecolt@lemm.ee
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      6 days ago

      As an IT person, I assure you, I do not believe that you actually restarted it.

      • nucleative@lemmy.world
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        6 days ago

        The amount of time I reset it myself and the problem went away is too damn high.

        Usually the end user kinda smirks and says huh, weird, I tried that! You must be magic!

        • Ironfacebuster@lemmy.world
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          6 days ago

          With a lot of solar equipment, the tech support has access to a lot of settings us installers don’t, so we’ve had times where we tell the tech that we’ve done everything we can, including restarting it (and with my experience with Generac inverters, restarting them can and will break something!), and sometimes it really feels like they do click a magic button, say “how about now?”, then it works

      • MrShankles@reddthat.com
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        6 days ago

        As someone who has been asked to restart the computer, even though I already did that before calling IT support… I internally sigh, but begrudgingly do it again just to appease their process. Because I assume plenty of people don’t do it and make y’alls life a tiny bit harder, when a restart would’ve fixed it

        Also, how many are solved by making sure the power cable is not just plugged into the wall, but seated into the back of the computer as well?

        • Localhorst86@feddit.org
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          6 days ago

          As someone working as on-site IT support for over 15 years, I can’t tell you how often I have asked people to restart their computer over the phone and they swore they did (“multiple times even”), only for me to eventually come around to their desk and having them actually reboot the device in my presence and for the problem to actually fix itself.

          One Lady I asked to restart their computer said “all right, hold on.” only to respond not even 10 seconds (!) later "I did, its still not working„ and after the third time I went to her desk and asked her to show me what she did. She leaned forward, turned off the monitor, then turned it back on. “I did this 10 times already, and its still not working”.

          Some people just lie about rebooting, some simply don’t actually know how to reboot properly. After a few months, you get to know who’s lying, who’s doesn’t know better and who’s actually telling you the truth, you get to know your coworkers.

          • MrShankles@reddthat.com
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            4 days ago

            She leaned forward, turned off the monitor, then turned it back on. “I did this 10 times already, and its still not working”.

            And this is why I couldn’t work in IT support; I just don’t have the patience for certain things. I always love teaching people new things, but most people don’t care when it comes to computers; they just want it to work effortlessly even when they’re the one screwing it up.

            And especially working on-site! Oh my life, I bet there’s that same few people… just constantly failing to even try lmao

        • thermal_shock@lemmy.world
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          6 days ago

          well shutdown isn’t a full restart anymore, it literally saves your issues and reloads it when it turns on. so we have to doublecheck that too. it should count as restart, but doesn’t.

          • MrShankles@reddthat.com
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            6 days ago

            Honestly, I would try the restart first (cause it was easier/more automated), and then a full shutdown and power-up. It’s been many years since I called any IT support though, but that was mu process. Cause I hated having to call for help lol

              • MrShankles@reddthat.com
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                6 days ago

                I hear ya, and appreciate the info because I didn’t know that. I was saying that I would do both before calling, and then again when they asked me

                But this was back in like 2004-ish, so I’m not sure what was best practice back then. I would just try it all before calling lol… going so far as to shut down and unplug for a few seconds or more

        • Pazuzu@midwest.social
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          6 days ago

          Or they shutdown and turn it back on, which doesn’t count in windows as restarting unless you disable fast-startup. So you get annoyed tech support thinking the user is a liar and an annoyed end user that knows they turned it off and on again.

          • thermal_shock@lemmy.world
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            6 days ago

            I usually just explain why we have to do a restart again, which is what you described cause I run into that a lot

      • positiveWHAT@lemmy.world
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        6 days ago

        I do believe you restarted the PC, but the program that has frozen is on the cloud, so we’ll have to restart the cloud.

    • Sylvartas@lemmy.world
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      6 days ago

      I swear I could hear the call center employee (probably not really an IT guy at this stage) sweating when I called them after a thunderstorm fried my router’s entry port and I read them the list of troubleshooting I already went through before calling them.

    • Dicska@lemmy.world
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      6 days ago

      I remember some old movie that was on TV ~30 years ago. A terrorist group broke into some computer room to destroy the data. They shot the monitors to smithereens and ran away.

      (AFAIR they weren’t Macs)

      • LANIK2000@lemmy.world
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        6 days ago

        Considering our IT department replaces computers without moving over our files (like come on, just swap the drives!), I honestly wouldn’t be surprised if that’s how they’d treat it.

    • SLVRDRGN@lemmy.world
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      6 days ago

      Honestly most unsavvy people don’t even realize they can turn their monitors off. Especially if the buttons are behind or under the screen, they wouldn’t even know the buttons were there.

      • Ziglin@lemmy.world
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        6 days ago

        There’s some older ones where there are actual buttons on the bottom of the screen. Beats me how the people who press them to turn it off manage to press the power button for the PC to turn it on.

      • Zink@programming.dev
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        6 days ago

        I just had to search to find my work monitors’ controls yesterday! All the way on the back.

        I get credit for knowing they were turnoffable though.

  • Kuragi2@lemmynsfw.com
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    6 days ago

    Then you look at the uptime. 247 days. No longer have you been elevated. Now you’re the vilest of vile. You’re the user that lies. You just say what you think we want to hear, don’t you? Well, now you’re getting put on hold. For as long as your uptime was.

    • Pazuzu@midwest.social
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      6 days ago

      Except when they’re not lying but windows by default has ‘fast-startup’ enabled, so every time they shutdown the uptime never resets.

    • Bosht@lemmy.world
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      6 days ago

      Yup this is exactly what I was going to post. Was in the industry for 10 years and call me pessimistic but the second they told me they’d already rebooted I’d check uptime.

    • DokPsy@infosec.pub
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      6 days ago

      We have a running leader board for uptime. Servers don’t count. That said, I’ve seen some people who think they actually are turning it off but the machine just enters sleep mode. I only trust

      shutdown /r /t 0

  • Smallwater@lemmy.world
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    7 days ago

    My wife’s standing at her company’s IT dept skyrocketed during COVID lockdowns.

    Why? Because we were both working from home, and aside from helping her with basic troubleshooting, I also helped her formulate her tickets better.

    Turns out, tech support folks like it when a ticket has concise info, instead of “screen broke”.

    • disgrunty@lemmy.world
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      7 days ago

      As a former IT help desk person, I can confirm that we do in fact love it when people give us good info. People who write screen broke shouldn’t be working with technology more advanced than a shovel

      • DokPsy@infosec.pub
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        6 days ago

        “please call so and so, they’re having issues with their browser”

        Call the user, they are out for the day. Leave message to call back

        Either never hear back or the issue was not browser related

        Either way, tell the original ticket creator to have the person having the issue call us if they want prompt service

      • rottingleaf@lemmy.zip
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        6 days ago

        People who write screen broke shouldn’t be working with technology more advanced than a shovel

        Shovel gay, pen have, paper end, rock good.

    • Ookami38@sh.itjust.works
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      6 days ago

      It’s the same as going to a mechanic and saying “my car doesn’t work!” No shit? That’s usually why people come here. Wanna be more specific?

      • laranis@lemmy.zip
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        6 days ago

        I find this a fascinating phenomenon. Some of it is ignorance of the technology. Which I get because you can’t expect everyone to be experts (but if you don’t know the difference between a browser and your desktop just fuck off back to the bronze age).

        The other is a true lack of empathy in the context of communication. Being able to communicate effectively with an equal onus on both parties to understand and adapt the dialog until the information has effectively been transferred is not hard, really, but some people just don’t care enough about the person on the other end of the line to be bothered.

        That is infuriating when you’re trying to be helpful.

  • limelight79@lemm.ee
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    7 days ago

    I was on the phone with our ISP after our internet service went out. The rep asked me if the box had a green light on it - yes - then asked me to plug a light into the same outlet and confirm the power was on. I said, “Look, I understand you have to follow a script, but you literally just asked me to confirm the power light on the box was on. Clearly the power is working.”

    Same ISP sends me an email whenever we have a power outage letting me know that our internet might not work when the power is out. (I’ve joked that this email arrives before the ceiling fans have come to a stop.) But when my internet goes down, they’re completely clueless. “Ohhhh it must be that your power is out even though we monitor that closely and aren’t showing a power outage right now!”

  • lennivelkant@discuss.tchncs.de
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    7 days ago

    I work in our service department myself (not as support tech though), but obviously, all tickets are supposed to go through 1st level. I don’t wanna be the dick skipping queue, so I did then one time I had an issue.

    There’s a unique feeling of satisfaction to submitting a ticket with basically all the 1st level troubleshooting in the notes, allowing the tech to immediately escalate it to a 2nd level team. One quick call, one check I didn’t know about, already prepared the escalation notes while it ran. Never have I heard our support sound so cheerful.

    • Sabata@ani.social
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      7 days ago

      Still riding the high of RMAing my Index. Included all the steps I did and the reply was essentially, “Thanks for troubleshooting, confirm your address and we’ll ship your replacement.”

    • Xanis@lemmy.world
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      7 days ago

      My favorite little story was while working short-term at a company. Had some issues, did my normal troubleshooting steps and Google searches, identified what I felt the issue was and knew I wouldn’t have enough access to fix it. Reached out and got a response “Blah blah blaaah schedule blah blah Remote-In.”

      Later on he sent me a message and remotes into my computer. I take control quick, open up notepad, and type out “Hi!”

      To this day I swear that little show earned me more difficult fake phishing attempts. Which I mention because he specifically told me one day he had experience in the information security sector. Lo’ and behold!

      • Ziglin@lemmy.world
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        6 days ago

        If someone sends a bug report with minimal effort and expects me to fix I’ll skip their report unless I have nothing better to do.

  • Ironfacebuster@lemmy.world
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    6 days ago

    I have a dark secret. I used to have CenturyLink DSL around 5 years ago, and the tech asked me if I had restarted the modem during one of the many stints where I would get bits per second rather than the “10mbps” we were supposed to get

    I lied every time. I’m sorry CenturyLink tech support employee, but man did CenturyLink suck, and man am I absolutely sure that it never fixed the issue.

    At one point I filed a complaint with the FCC and got a letter from CenturyLink telling me that they knew about the complaint!

        • PaintedSnail@lemmy.world
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          6 days ago

          The metrics are the only important part! How else are we supposed to know how good the line is unless we constantly stress test the line by collecting data? Your ability to use the line is not a useful metric, so we don’t worry about that.

  • 🇰 🔵 🇱 🇦 🇳 🇦 🇰 ℹ️@yiffit.net
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    7 days ago

    If I am calling IT to fix anything, it’s because I’ve exhausted all the usual things to fix it (restart, clear cache, make sure everything is seated, googled the issue, etc). 9 times outta 10, they’re just as stumped as I am and the device simply gets replaced. That 10th time tho it’s something I’ve never encountered but they have.

    • BigPotato@lemmy.world
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      I would call IT and give them error codes and attempted remedies. They would do house calls and leave with a few rip its. Everyone in my office usually had my call IT because they (my coworkers and the IT guys) knew I’d at least tried something. If someone else from the office called IT, they knew that I was out of the office or the user was lying about something.

    • Ookami38@sh.itjust.works
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      6 days ago

      I support doing the troubleshooting yourself. Just be aware, if you call with one of those 9 out of 10 cases, we’re still going to have to do ALL of those steps again, so I can document that we tried them before sending any hardware. I’ve been burned one too many times by someone telling me they’ve already tried something.

    • psivchaz@reddthat.com
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      6 days ago

      I started in IT before switching to development. I have CCNA, A+, and Apple Pro certifications. I run Arch at home, btw. But when I have to contact IT, usually for something that needs elevated permissions or bad hardware, I’m just another user. It’s mildly infuriating to go through all the steps again, even after explaining what I did. I get it, I really do, but it’s not fun at all.

    • JeSuisUnHombre@lemm.ee
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      8 days ago

      Yeah, 50% person actually restarted, 30% chance person is lying, 20% chance person just turned the monitor off and back on.

      • frunch@lemmy.world
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        7 days ago

        My buddy works IT for a company and that 20% chance is one he encountered just last week!!

      • Rai@lemmy.dbzer0.com
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        7 days ago

        I lied while RMAing a video card… kinda.

        I spoke with an incredibly nice Indian fellow, and he asked me to try some troubleshooting. I had done all of it before, so I… pretended. But I told him all of the things I experienced when I did those steps (and lied further by giving ample time to pretend to do things.)

        He RMA’d it just fine in the end and it works five years later. But I did feel bad about lying. I just didn’t want to take my whole working setup and do the troubleshooting steps again D:

        You get a lot of shit MSI, but you did me goodly.

      • OR3X@lemm.ee
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        7 days ago

        I just recently had a wfh user ship me one of his monitors back because we had exhausted every thing I could think of troubleshooting-wise. When it arrived I unboxed it, plugged it in and the damn thing worked fine. I followed up with him and finally realized he had been trying to push the damn power LED instead of the actual power button.

        • lad@programming.dev
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          6 days ago

          Searching for a button is sometimes really hard, as manufacturers are quite inventive. But then again, reading an instruction is usually an option even if it is last resort (in the list it’s right after mailing the monitor to the support, it seems)

    • Godort@lemm.ee
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      7 days ago

      I tend to just check uptime before asking this question.

      If I see the machine has been up for weeks and they tell me they rebooted it, I know i’m dealing with someone who doesn’t know that pressing the power button on the monitor doesn’t turn the computer off.

      • I2jgwh0hYtxrCZQ@lemmy.sdf.org
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        7 days ago

        Could also be windows fault.

        It likes to do soft restarts and not actually restart.

        I started telling my users to always hold shift when shutting down or restarting to make sure it shuts down fully.

        • SteveTech@programming.dev
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          7 days ago

          AFAIK fast startup only affects shutdown, clicking restart will always do a full reboot. Shift clicking shutdown will do a full shutdown like you said, but shift clicking restart will start recovery mode.

        • EonNShadow@pawb.social
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          7 days ago

          I explain fast boot to people by saying “for some reason Microsoft went and made the Shut Down button not actually shut down your PC, it really just puts it into a ‘deep sleep’ mode, and to their credit, it lets them say that boot times are faster… But it also means that in order to FULLY restart the PC, you have to click restart… I know it’s a pain”

          Usually I get looked at like I’m from another planet, but that reaction means they’ll probably remember it later.

      • lightnsfw@reddthat.com
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        7 days ago

        I don’t even bother checking. I tell them I’m going to do something on my side that might cause their computer to reboot and then reboot it remotely.

    • doctordevice@lemmy.ca
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      7 days ago

      The user always lies. Or even if they don’t, they can’t intimidate the ghosts in the machine like you can.

  • samus12345@lemmy.world
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    7 days ago

    “Did you make sure it’s plugged in?”

    “Of course I did! Do you think I’m an idiot?”

    “You mind just checking for me real quick?”

    “…”

    “Sir?”

    “Never mind, it’s working now.”

    • Zozano@lemy.lol
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      7 days ago

      I’ve unironically had this happen to me, same friend, twice.

      They had the audacity to blame me, despite being generous enough to perform some basic maintenance and performance enhancements.

      Then when they got home, forgot to plug it back in.

      • samus12345@lemmy.world
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        7 days ago

        I’ve done it before, although I figured it out before asking for help. We all do dumb stuff sometimes. Just admit it and don’t be a jerk about it!

    • saruwatarikooji@lemmy.world
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      I had one where yes everything was plugged in but… The power strips never plugged into the wall… They were just plugged into each other.

      That one turned out to be an annoying bit of cable management that I wouldn’t have had to do if they would have just left things alone and let me handle the original ticket

  • SSTF@lemmy.world
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    Took my freshly re-cobbled together computer to local computer guy after an upgrade with hand-me-down parts. He asked what was wrong and I said there was an alarm for the CPU fan, and that I’d torn the case open and hooked a second fan into the CPU fan connection and it also didn’t work, and the I plugged the CPU fan into a different connection and got it working, so by elimination I was pretty sure the fans were good and the connection in the motherboard was bad.

    He seemed mildly amused/impressed by my spiel. I’m not really a computer person, but swapping out parts to narrow down the source of the problem seemed logically basic.

    I ended up chilling with him while he worked on things. He found WinZip on my desktop and let out a “whoa retro.” which hurt me deeply.

    • marcos@lemmy.world
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      8 days ago

      I’m not really a computer person

      Yes, you are.

      seemed logically basic

      See. You are.

        • marcos@lemmy.world
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          7 days ago

          Yes, retro.

          Did it display the payment nag screen ironically or seriously?

          • can@sh.itjust.works
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            7 days ago

            You thinking of WinRAR? I always assumed that was for enterprise use and they knew everyone was content to be nagged.

            • RisingSwell@lemmy.dbzer0.com
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              That’s exactly what it’s for. If you use it commercially without paying winrar will come for you, but as a personal use case it’s just ad ware. You get the product, and deal with their ad every boot. You could pay for it, but it probably the least annoying ad on the internet right now.

              • marcos@lemmy.world
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                7 days ago

                Did they ever come for anybody though?

                Enterprises are very averse to risks, and it’s very cheap, so it’s a non-brainier. But I’m not sure there’s any actual enforcement there.

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                  6 days ago

                  I remember hearing that they have gone for companies before, but that was a while ago and, ya know, just something I read that may or may not be particularly accurate.

              • can@sh.itjust.works
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                7 days ago

                And we’ve all moved to 7zip now anyway. Half expecting to be told that’s outdated now too.

              • Rose Thorne@lemm.ee
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                I’ve thought about it, because I almost feel a little guilty. I’ve used WinRAR for a decent chunk of my life, across a multitude of systems.

                I still haven’t, but I think about it sometimes when I see the window.

    • iAmTheTot@sh.itjust.works
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      8 days ago

      If you are messing around the inside of a desktop pc, you are already more of a computer person than the average person.

    • 𝕸𝖔𝖘𝖘@infosec.pub
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      7 days ago

      “I restart every day before going home”

      Uptime: 19:23:07:24

      Yeah… Logging off isn’t restarting…

      (Brought to you by my actual day today)

      E: correct autocorrect

      E2: of course that’s not why I told her. I explained how fastboot sometimes takes over and doesn’t actually restart the device, only “refreshes” the experience. I recommended she restart at least once a week. We’ll see what happens.

      • umbrella@lemmy.ml
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        7 days ago

        windows doesnt actually shut down, its some kind of hybrid hibernation now. it only really reboots if you actually reboot. so they may actually be “shutting down” every day.

        • Holzkohlen@feddit.de
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          They have successfully circumvented the reboot. I just always turn that setting off. SSDs are ubiquitous, nobody needs a fake shutdown. It just causes more issues.

      • lud@lemm.ee
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        7 days ago

        If you are internal IT you (or someone at least) should disable fastboot though GPOs

        • lennivelkant@discuss.tchncs.de
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          Idk how that person’s IT works, but in mine, that would probably warrant a lot of paperwork. The techs would have to pitch the change to client management, client management would have to pitch it to change management and provide test results to show it has no side effects, then deal with the techs complaining about the uptick in tickets about slow boot times or people justifying never shutting down or restarting with it taking so long to boot.

          Not that they’re actually slow, our users are just super entitled. I got to observe the rollout of automatic screen lock for security reasons, and the ensuing pushback. The audacity of having to reenter your password if you’ve spent more than ten minutes doing nothing!

          Security even managed to push for reducing it to five minutes after some unfortunate incident… but it got reverted for reasons you can probably guess. Hint: shit always flows downward.

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            7 days ago

            I recommend looking into Windows hello for business to reduce the usage of passwords in the first place. It’s so much nicer to use your fingerprint, face, or even a PIN.

            • rekorse@lemmy.world
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              7 days ago

              I would never consider fingerprints or face scans to be secure even for personal devices. I guess if theres literally nothing to protect, if thats possible.

              • lud@lemm.ee
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                7 days ago

                Passwords can in most scenarios be considered to be even less secure.

                Remember that you aren’t replacing 64 character passwords with fingerprints. You are replacing 8 character shit passwords with fingerprints.

                Also pretty much everyone in IT security agrees that passwordless is the way to go.

                Passwords REALLY fucking sucks for so many reasons.

                • rekorse@lemmy.world
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                  6 days ago

                  I do understand the point that the biometrics are replacing very short pins usually, oftentimes 4 digits only but I dont quite see how that makes the passcodes worse than the biometrics.

                  I’d say even a 6 digit passcode with a randomized number pad, alongside an emergency wipe pin, would do better than biometrics, which also need to have a passcode setup as backup anyhow.

                  Maybe you could play out a few scenarios that illustrate your point?