Web Culture

5 Things Users Tell IT Support and What They Really Mean

Ryan Dube 29-09-2014

Sometimes what people tell you they need, isn’t always what they really need. Sometimes, you just have to know better.


This is especially the case in the world of IT, or in face any field where you have a certain degree of technical expertise on a topic, and you need to help someone who doesn’t.  It isn’t easy.

Whether you work at an IT help desk Top 10 Sites for Computer Troubleshooting and Tech Support Things go wrong. When it is a computer it can bring our life to a standstill. Here are the top 10 troubleshooting sites for your tech problems on the web. Read More , work the phones at a technology company, or are part of the tech support crew at a college or major corporation – the following are some of the most frequently stated problems Keep Track Of Customer Problems & Priorities With Close Support Help Desk Software Read More from Windows users, and ways that you can help them cure their problem with the least amount of effort.

“My Program is Missing!”

The more humorous call is usually the one that comes from the users with the least amount of exposure to the Windows desktop environment.

Problem: The user is convinced that all of the applications they use have disappeared from the computer. 

These are typically users who may work on the same computer every day and usually don’t even touch the start menu. Everything they use is configured as shortcuts on their desktop.


When those desktop shortcuts disappear, panic ensues.


Cause: User is logged into a different user account. 

Usually, the cause of this event is someone else logging into the PC under a different account. Different accounts have individualized desktops on Windows, so while the computer is logged into that alternate account, all of the desktop shortcuts the user is accustomed to seeing is gone.


Solution: Educate the user about multiple accounts and desktop shortcuts. 

This is a good educational opportunity to teach the user how to check to see who is currently logged into the computer, as well as the difference between desktop shortcuts, and actual applications.




Make sure they understand that their own desktop icons will disappear whenever someone else logs into the computer.

“I Can’t Get To My Website!”

This issue is most common among older users who are not accustomed to the fact that their web browser has been “remembering” their login details for websites like Gmail and Facebook. Inevitably, the grandchildren come over, use the computer, and log grandma or grandpa out of their favorite websites. The kids leave, and suddenly they can’t log into the sites that used to log in automatically.

Problem: Poor user credential management. 

This is a problem for even veteran computer users. The problem is that now browsers and password management applications let us forget our passwords, things go wrong. The password management software gets uninstalled, or a fresh install of Windows erases the history of sites – and all of a sudden you “can’t get to your website” anymore.


Whatever the reason, it’s easy to get into a situation where you depend on technology too much for remembering your passwords.


Cause: User was logged out.  

This kind of thing can happen in a corporate environment just as easily as at home. People at work may have internal web pages that auto-log in based on their network ID and password. Every few months, when the user is required to change that network password, sometimes other related services break. When the user can’t access those websites, it isn’t always obvious that it’s related to the account password change.

Solution: Fix auto-login software (e.g. LastPass, 1Password) and educate user about password management. 

Obviously, fixing the immediate problem – updating the password in whatever is auto-logging in – is the first priority. However, educating the user about keeping track of where and how their passwords are being used is just as important. A little bit of user education today will avoid countless similar phone calls tomorrow.

“I Can’t Access My Files!”

One common issue in a corporate environment is when a certain shortcut to a common data file no longer works. This is often connected to the inability for the user to access a specific shared drive. Most corporate environments have many of these shared drives, causing many shared drive problems.

Problem: User can’t access a file or shortcut path.

Many computer users are very routine-oriented. They come to work, click on the same link on their desktop day after day, which opens a document into which they enter data. Imagine you have routinely done this for 10 to 15 years. When that shortcut no longer works, it’s a complete disaster – or at least, it feels like one.

Cause: Too many to name.

There could be a wide variety of reasons Run Through This Checklist Before Calling IT Support Being the IT support person sucks. Everyone lays their issues on you, and blame everything but themselves for whatever's going on with their computer. Read More for a broken link to a mounted shared drive. The most common are the following:

  • They’re logged into someone else’s account, so the mounted drives are different.
  • They’ve lost authentication to access the shared drive, usually due to their domain account expiring.
  • They are logged in through VPN at home, and the drive may have a long delay before being fully accessible.
  • They accidentally deleted the mounted share.

Regardless of the reason behind it, a broken path to a shared drive can wreak havoc on the workflow for many office workers, so you would do well to react quickly and fix the problem before the panic gets out of hand.

Solution: Remount the drive. 

It sounds ridiculously simple, but if you don’t know the path of the deleted link, then you might be out of luck.  You might be able to find a coworker who accesses the same file on the user, and then look at their shortcut to see which shared drive it accesses. If the shortcut still exists on the user’s desktop, just right click on it and look at the “Target:” field in the properties.


The standard is to place a “$” at the end of the share name, so in the above example, all you have to do is re-mount the share drive \\server4038\production$, and the link will work again. If the path has a letter instead of a server name, then you’ll have to find another co-worker who accesses the same file, and check their share path to see what server/share is actually mounted.

Once you’ve discovered the name of the share, it’s just a matter of re-mounting it from File Explorer. Just right click on “Computer” and select “Map network drive…”


Then just map the correct path to match the path of the shortcut on the user’s desktop.


Mounting a missing or broken share would be one of the easiest fixes here. You may run into difficulties when it comes to permission issues, where the user no longer has access to the share. In that case, you’ll have to follow whatever your company policies are for requesting access (or re-requesting access) to a company shared drive. However, if the user is complaining about not being able to access some files, the lost or missing network share is a good first place to look.

“I Can’t Access Anything!!!”

There is nothing worse than getting that phonecall in the middle of the night from someone who claims that every single server in the company is down. Once you get over the panic, start thinking logically. How likely is that scenario?

Problem: The key phrase from the user here is “I can’t access anything.”

Even more telling is if they say they can’t access the Internet. In fact, if they can’t get to any of their network shares, trying to visit a website with the browser is a good quick test to check if they’re having an overall network problem on the computer side of things, and not a problem with the company’s servers.

Cause: Nine times out of ten, it’ll be a network issue.

And what’s the first thing to check when that happens? You guessed it, the network cable.


Solution: Plug the network cable back in.

It sounds insanely simple, but after spending several decades in the tech field, you wouldn’t believe me if I told you how many times the phrase, “I can’t access anything!” ended with the user slapping themselves upside the head after they realized they accidentally kicked the network cable out of the computer.

Thankfully, as more of the world migrates over to wireless devices, this is becoming less of a problem. Of course, now there’s the issue where the user accidentally knocks the laptop “wireless” switch into the “off” position…

“My Screen Is All Blue!”

Problem: Blue Screen of Death.

Hearing a user say “my screen is all blue” is a nightmare scenario for an IT technician. You may hope against all odds that maybe someone visited fakeBSOD.com and pressed F11, but the odds aren’t good.


Cause: Surprisingly not just a Windows XP or a Windows  7 thing.

The blue screen of death can strike Windows 8 users as well, but have no fear, it’s not as scary as it appears. If you’re a seasoned IT technician, then you know that there’s often a recently installed driver or application that led to this issue. Interrogating… I mean “nicely” asking the user what was recently installed on the computer will turn up a treasure trove of information that should help you find the culprit.

Solution: At the very least, ask the user for the error code that’s displayed on the screen then check recently installed software, drivers or updates.

You may consider making use of Chris’s Windows 8 blue screen Windows 8 Crashing? How to Easily Troubleshoot Blue Screen & Other Issues Windows 8 isn't perfect. That said, most blue screens and application crashes aren't Windows' fault. Our tips will help you identify exactly what's wrong with your PC and fix it. Read More troubleshooting guide, or any of our other articles on troubleshooting the blue screen of death 11 Tips to Help You Fix the Windows 10 Blue Screen Error What is a blue screen in Windows? How do you fix blue screen errors? Here are several fixes for this common Windows problem. Read More .  The odds are good that you can reboot the PC into safe mode, uninstall the offending driver or app, and all will be right with the world again.

Do you have some experience in the world of IT Why Being The IT Guy Sucks Do you have any experience in tech support? How did it work out for you? Read More ? Any favorite “user lingo” that always sets off red flags? Let’s discuss and reminisce in the comments section below!

Image Credits: Multitask Via Shutterstock, Stokkete via Shutterstock, Georgii Shipin via Shutterstock, JaysonPhotography / Shutterstock.com

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  1. Dave Feland
    October 5, 2014 at 6:00 pm

    "It just shuts down in the middle of working with it." What the user didn't say, it was getting really loud recently, so they moved it into a closed compartment in their desk. Way too much dust inside caused fans to crank up, and after he closed it up even more, overheats and total shutdown.

  2. Bruce E
    October 1, 2014 at 1:30 pm

    "The computer won't turn on!" Turns out the user was hitting the power switches on both the computer and monitor every time turning one on and the other off. Just could not grasp the idea of only pressing one button and not the other. Dozens of other times it would be the power cables were loose or disconnected by the cleaning crew and not reconnected after they had completed vacuuming, or the power switch on a strip was turned off.

    "It takes an hour to log on/off the network!" User had a PST file in his NT profile which was being copied to his computer with every login and back to the server on logoff. That one file was over 1.4GB and he was on a 100Mb switched network segment with 11 other users. Of course it's going to take an hour to log in especially when you have a couple of large AutoCAD drawings being copied over as well.

    "All of yesterday's work is gone!" User was directly accessing his data files in his profile directory ON THE SERVER. He'd update them and save them. Then when he logged off, the old version on his computer was overwriting the updated file on the server.

    Incomplete understanding of technology brings these delightful little surprises.

  3. Jorge B
    October 1, 2014 at 1:54 am

    There was a user that had a problem when she was trying to save a slideshow on Powerpoint. To put it simply, it froze halfway. I managed to isolate the problem. One of her slideshows was over 1GB!!! (To this day, I'm still unable to fathom such size in a PPT file) Too many embedded objects, it seems.

    Problem was, she needed that PPT as a point of origin to another set of slideshows, and every time she copied and pasted content on that slideshow, after saving, the problem I mentioned above happened.

    My solution: screenshots of the content she needed from that file.

  4. Joe
    September 30, 2014 at 10:22 pm

    "Where is the "Any" key I'm supposed to press?" was one of my favorites. (I have actually seen a couple of input devices that had one!)

  5. Don
    September 30, 2014 at 5:05 pm

    Just had this one last week:

    First phone call of the day.
    Me - Good morning
    User - Hi. This is . Sorry to bother you but I can't get into my computer.
    M - You mean it won't turn on?
    U - No. It's on. I just can't get into it.
    M - Into what?
    U - Into my program. I click the button but it doesn't go anywhere.
    M - Which button?
    U - The one on my screen that looks like a computer with a circle in front.
    (I presume she means Remote Desktop. We use it to connect to our corporate office.)
    M - Does it give you an error message, like incorrect password or network not found or something like that?
    U - No. It doesn't do anything.
    M - OK, I'll be there in a few.

    I walk out to the user's cube in the admin area. She points to the Remote Desktop icon on her desktop (I guessed right). Actually, there were at least 10 copies of the Remote Desktop icon. Ignoring that, I find the original one from when I set up her work station and double click it. Nothing. Tried it once more for good measure. Nada. OK, something's amiss. I notice that there are multiple copies of several other icons on the desktop so I decide to clean up the mess before proceeding. I hit Ctrl-A to select all in preparation for deleting the many extras. Nothing. I think 'keyboard problem' and press the Windows key to see if it opens the start menu. No dice. Hit Right-Ctrl-A and all the icons on the desktop light up. Aha, problem is on the left side of the keyboard. I flip it over to see if I can shake out a paper clip or some other obstruction. Coffee dribbles into my lap. I take a deep breath and start counting to ten so as not to upset the poor dear by speaking too harshly. Serenity now....Serenity now.....

    M - You didn't mention that you spilled coffee on the keyboard.
    U - I didn't spill a lot. Just a little bit splashed on it. But I wiped it all up.
    M - Serenity now....Serenity now.....Serenity now....Serenity now.....Serenity now....Serenity now!!!!!!!

  6. Chris Ficara
    September 30, 2014 at 1:12 am

    A lot of my customers tell me they are running out of memory, when they are actually running out of storage

  7. Jack White
    September 29, 2014 at 6:05 pm

    Well looks interesting BUT if you check source forge the comments sections states that it's bundled with adware so.... yeah I shy away, better off using something else I use for the most part Ccleaner's registry tool when doing a clean up of left overs but for regular use when removing apps I use Revo uninstaller or Iobit Uninstaller (different niche) but since I'm doing reg cleanup when uninstalling in theory not many leftovers to clean afterwords.

    • Scott
      October 1, 2014 at 12:26 pm

      Jack, what application are you talking about?