This phone call happened at work last Wednesday. With the holidays comes an increase in idiots attempting to work remotely. Let's call the caller "Mary." All instances of caps really are her yelling.
Me: Thank you for calling the service desk, how can I help--
Mary: NOTHING WORKS!!! EVERYTHING IS FROZEN!!!!! I CAN'T BELIEVE THIS!!!!!!!!!!!!!!!!!! NOTHING EVER WORKS!!!!!!!!!!!!!!!!!!!
Me: So Windows is frozen or is it a particular application?
Mary: OUTLOOK. I OPEN IT AND IMMEDIATELY OUTLOOK DOESN'T WORK!!!!!!!!!
Me: OK, let me see if I can remote to you. Hmm...I don't see your PC online. Are you working remotely?
Mary: YES!! AND NOTHING IS WORKING!! I JUST WANTED TO WORK FROM HOME AND HAVE TO DEAL WITH THIS!!!!!!!!!!!!!!
Me: Can you try restarting your PC?
Mary: I'M GOING TO LOSE AN EMAIL IF DO THAT!!!! I DON'T WANT TO RESTART!!!!
Note that she just told me that she opened Outlook and it immediately froze...so what email?
I check her ticket history and notice that she has a loaner laptop, which explains why her own PC is offline. She neglected to mention this.Me: I see that you have a loaner laptop. Are you trying to work using the VPN or in Citrix?
Mary: I DON'T KNOW!!! HOW AM I SUPPOSED TO KNOW THIS?!?!!?!??! THIS LAPTOP IS DIRTY, BY THE WAY, YOU GUYS DO SUCH A BAD JOB!!!!
Note- Everyone knows this. There are only two ways to work remotely at the firm.Me: When you connected to the firm network, did you click on a little icon that said "Cisco VPN" or did you log onto a website first?
Mary: I HAVE NO IDEA WHAT YOU'RE TALKING ABOUT! I JUST TRIED OUTLOOK AND IT FROZE!!!
Me: OK, it sounds like you're not connected to the firm at all. You'll need to do that before you can use anything on that laptop.
I walk her through using the VPN software. You need a token to connect to it. She claims she doesn't have the token generating software, so I pull up her account and see that she has apps for it on both her iPad and iPhone. When I explain this to her, she suddenly realizes what I'm talking about.Mary: THIS IS SO STUPID! WHY DO I HAVE TO CONNECT TO THE FIRM FIRST?!?!?!?!?
Me: Uh, well...if you just turn on the laptop at home, you'll be on your home network. You can't just connect to the firm network when you're not in the building.
Mary: THAT IS RIDICULOUS! WHY DID YOU GUYS SET IT UP THIS WAY!??!
Me: That's how remote software works anywhere. You have to connect to the network you want to use first.
Mary: ....Oh. Really?

Me:
Yes.Mary: OK. But I STILL HAVE NO CONNECTION!! IT DOESN'T WORK!
Me: Can you open up your web browser for me and try going to any website? Let's try CNN.com.
Mary: NOTHING IS LOADING!!!
I-- oh. It says I have no Internet connection.

Me: ......
She connects to her home network (I am amazed she knows how to do this) and then as if by magic, remembers how to generate a token code and connects to the VPN.Mary: Well, that would explain it, wouldn't it?

Don't mind me. I'm just crazy.
