Wireless, Clueless, And Hopeless, Part 17

| Working | July 31, 2016

(I work for a small company as the network administrator. Being a small company our IT department consists of me and my manager, supporting approximately 100 users at four sites across the US. A user’s hard drive had just crashed and I installed a new drive and OS, essentially creating a “new” PC. Now the user is trying to work from home the following day and connect to our VPN.)

User: “I’m having trouble connecting to the VPN. It’s asking for my username and password.”

Me: “Okay, it’s the same user password combo that you use to log in at the office.”

User: “I know that! It’s not working.”

Me: “That’s weird; the VPN client should be giving you an error message. What’s the message?”

User: “It says that I have to select a local connection. What does that mean?”

Me: “Are you connected to the Internet?”

User: “Yes, of course!”

Me: “Okay, try opening the browser and connecting to [Website].”

User: “It’s not working. This computer used to just connect to the Internet.”

Me: “Right, but since I just re-installed the OS, you’re going to have to join it to your home network again. It’s no big deal. Just connect to your wireless connection and put in your wifi password.”

User: “I don’t know it.”

Me: “Okay, all is not lost. Do you have an Ethernet cable? You can just hardwire it to your router.”

User: “What’s an Ethernet cable?”

(I ended up driving out to the user’s house and giving them a cable.)

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