Their IT says it's our machine, not the network

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  • Oze
    Ricoh Fanboy

    1,000+ Posts
    • Jul 2008
    • 1663
    #16
    Re: Their IT says it's our machine, not the network

    I particularly dislike the way I.T guys log a call and in the call description request that we "change the nic".
    Remember old HP's where you could just swap out the interface card?
    They still have that mindset.
    I had a Govt client I.T rep who insisted that we troubleshoot their sporadic printing by "swapping out the NIC"....on an MPN4504.
    I explained to them that not only did we not have any machines on hand to part but the process of ordering parts for troubleshooting can be tiresome if you haven't attended the machine prior to ordering and also that the "nic" is built onto the controller board.
    I went onsite and reported to them that the sporadic issue seemed to be isolated to the switch that they were using.
    They didn't believe me...of course.
    So I went onsite again(3 hours away) and plugged my laptop into the machine and printed just fine.
    Typed up a huge assed report stating this and that I would not re-attend until they swapped out the switch.
    They swapped out the switch and replied to me that it appears to have fixed the issue "Temporarily" and that they are still convinced the fault is machine side.
    It's been 6 months and I haven't heard a peep.

      Comment

      • KenB
        Geek Extraordinaire

        2,500+ Posts
        • Dec 2007
        • 3945
        #17
        Re: Their IT says it's our machine, not the network

        Originally posted by Oze
        I particularly dislike the way I.T guys log a call and in the call description request that we "change the nic".
        Remember old HP's where you could just swap out the interface card?
        They still have that mindset.
        I had a Govt client I.T rep who insisted that we troubleshoot their sporadic printing by "swapping out the NIC"....on an MPN4504.
        I explained to them that not only did we not have any machines on hand to part but the process of ordering parts for troubleshooting can be tiresome if you haven't attended the machine prior to ordering and also that the "nic" is built onto the controller board.
        I went onsite and reported to them that the sporadic issue seemed to be isolated to the switch that they were using.
        They didn't believe me...of course.
        So I went onsite again(3 hours away) and plugged my laptop into the machine and printed just fine.
        Typed up a huge assed report stating this and that I would not re-attend until they swapped out the switch.
        They swapped out the switch and replied to me that it appears to have fixed the issue "Temporarily" and that they are still convinced the fault is machine side.
        It's been 6 months and I haven't heard a peep.
        “I think you should treat good friends like a fine wine. That’s why I keep mine locked up in the basement.” - Tim Hawkins

          Comment

          • slimslob
            Retired

            Site Contributor
            25,000+ Posts
            • May 2013
            • 36833
            #18
            Re: Their IT says it's our machine, not the network

            Originally posted by blackcat4866
            I think it was a cemetery office that was having a huge fit about their Kyocera not printing intermittently. I connected the laptop to the network, pulled the network cable from the copier, and what do you know ... I'm still getting pings?!

            The office manager (still in her fit) calls the IT support desk. I try to explain that there's a dupe. They say no, it's impossible.
            NetScan tells me that it's a Samsung MAC address (probably a cell phone). I ask the manager who has a Samsung cellphone? Well Susie does ... Can she please turn it off for a moment? Well look at that? No more pings.

            The IT guy hung up on me. =^..^=
            I had a similar problem at a county water agency. We had just delivered a new color MFP and set the IP address to what their IT said to use. Next day they called that they could not print or scan. I drove up there. The bottom of the display showed IP conflictx. To make a long story short, IT company was new and had not yet happy out the entire network. There was a VPN that they didn't know about. The address they gave me was one of the ones for the VPN addresses. we

              Comment

              • blackcat4866
                Master Of The Obvious

                Site Contributor
                10,000+ Posts
                • Jul 2007
                • 22930
                #19
                Re: Their IT says it's our machine, not the network

                I did a new Copystar setup at a large company about 7 years ago. Their local IT does all the networking. The way this usually works is that I call the IT department. They issue me an IP. I put in the IP and plug in the cable, and I'm done. But they don't always go that easy:

                My usual contact was a little more dense than usual that morning. He issues me the IP. I check NetScan ...
                "... um, no. That one is already in use."
                "It can't be. I issue all IP's and I haven't issued that one yet."
                "I'm sorry to be the one to tell you, but somebody's using it. Can we issue a different one, please?"
                "No we have to use that one."
                "All right ... but you're creating a dupe. Would you like to know the MAC address of the current user of that address?"
                ... long silence...
                ... more long silence, clicking in the background ...
                "Joe? Are you still there?"
                ... silence...
                "How about if we use 10.0.0.225? Noone is using that one."
                ... sigh... "yeah, use that one."
                "Thanks."

                Well that was unnecessarily difficult. =^..^=
                If you'd like a serious answer to your request:
                1) demonstrate that you've read the manual
                2) demonstrate that you made some attempt to fix it.
                3) if you're going to ask about jams include the jam code.
                4) if you're going to ask about an error code include the error code.
                5) You are the person onsite. Only you can make observations.

                blackcat: Master Of The Obvious =^..^=

                  Comment

                  • Lagonda
                    Service Manager

                    Site Contributor
                    1,000+ Posts
                    • Aug 2008
                    • 1649
                    #20
                    Re: Their IT says it's our machine, not the network

                    It's worse when its our IT section that claims its the copier thats at fault. At least if its the customers IT that gets it wrong I can give them the bill for wasting a techs time, but when its in-house I just have to grin and bare it.
                    At least 50% of IT is a solution looking for a problem.

                      Comment

                      • fshead
                        Service Manager

                        1,000+ Posts
                        • Jan 2009
                        • 2356
                        #21
                        Re: Their IT says it's our machine, not the network

                        i HAte most IT guys,primadonnas,,,,,,,,,,,,,

                          Comment

                          • blackcat4866
                            Master Of The Obvious

                            Site Contributor
                            10,000+ Posts
                            • Jul 2007
                            • 22930
                            #22
                            Re: Their IT says it's our machine, not the network

                            Occasionally I come across an IT guy that feels the need to change the password, or set up authentication on EVERYTHING, and won't share the password.

                            "Would you like my help on this? If yes, I'll need to know the password."
                            "Just tell me what to do. I'll change it."
                            "I need to see the settings to know what needs to change."
                            "I can't give you that password. ... hey, where are you going?"

                            =^..^=
                            If you'd like a serious answer to your request:
                            1) demonstrate that you've read the manual
                            2) demonstrate that you made some attempt to fix it.
                            3) if you're going to ask about jams include the jam code.
                            4) if you're going to ask about an error code include the error code.
                            5) You are the person onsite. Only you can make observations.

                            blackcat: Master Of The Obvious =^..^=

                              Comment

                              • Santander
                                Senior Tech

                                Site Contributor
                                500+ Posts
                                • May 2009
                                • 768
                                #23
                                Re: Their IT says it's our machine, not the network

                                Originally posted by Santander
                                It is always the machine and not the network, yeah right! Let's take it one step further when a customer calls today at 4:30 PM and says the new computer they just had their third party IT install and it cannot scan via SMB! The unit they replaced was a Win10 machine and worked in a five unit network of Win10 machines and the new unit will not authenticate. Their third party IT person says that it is the machine blocking the Scanning even though there are four other computers running Win10 that scan just fine! Do these supposed IT people realize how dumb they sound to us when they state that four other Win10 machines can scan, but this one cannot and it has to be the machine blocking the scanning? How does the unit choose favorites? The SMB scanning protocol is set for all machines and if one out of five units cannot scan would it not be settings in the computer? According to IT, no it has to be the machine. Just an easy out. To make matters worse, they demanded we have someone on site before 5:00 PM so they could go home!! Would not give a plumb nickel for most IT people as I think they have no clue to how things actually work. Case in point from earlier today, had a call for a unit not being able to print. Arrived on site and had the IT people ping the supposed IP address of the unit while I held the network cable in my hand. Guess what., they got responses to their ping, they had two devices with the same IP address, no wonder they could not print! Blaming the machine is just too easy of an out for many IT people because they do not know what is going on in their own network.
                                Just an update on this situation. Went out to the customer's site and found that they had the computer set to NOT be discovered on the network AND the user name they were using did not exist! No wonder the unit could not scan! How can the machine scan to the computer via SMB with a wrong/non-existent username?? Great IT support here. Sadly this customer is paying good dollars for people that do not know what they are doing

                                  Comment

                                  • KenB
                                    Geek Extraordinaire

                                    2,500+ Posts
                                    • Dec 2007
                                    • 3945
                                    #24
                                    Re: Their IT says it's our machine, not the network

                                    Originally posted by Santander
                                    Just an update on this situation. Went out to the customer's site and found that they had the computer set to NOT be discovered on the network AND the user name they were using did not exist! No wonder the unit could not scan! How can the machine scan to the computer via SMB with a wrong/non-existent username?? Great IT support here. Sadly this customer is paying good dollars for people that do not know what they are doing
                                    Not that many years ago, IT actually knew what they were doing.

                                    Not so much these days.

                                    Unfortunately, it’s become a “Me Too” industry. Far too many pretenders out there, making a bad name for those who are actually qualified.
                                    “I think you should treat good friends like a fine wine. That’s why I keep mine locked up in the basement.” - Tim Hawkins

                                      Comment

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