this post was submitted on 27 Jul 2023
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Same. I work for a vendor of a certain device that needs an ethernet connection. The amount of times I've remotely checked it out and determined it must be an issue with the connection only to be told it's not by IT and then gone on site to find a connection issue is rediculous.
Either the cable's fucked up somewhere in the roof, or not plugged into the switch on the other end, or the switch is overheating making an intermittent connection, or....it's literally not plugged in.
Honestly, if I'm calling IT it because I'm pretty damn sure that its not an issue on our end and I'm hoping they can help me determine if there is an issue on the client's network. I'm not trying to point the finger, I'm trying to collaborate towards a resolution for the client, which is both good for us as a service provider and them as their technical support. WE'RE ON THE SAME SIDE! LOL
If we fix this, we both look good.
Same. If I'm contacting the customers IT I've already put at minimum 1hr into it. In one case I drove a 4hr round trip twice over something stupid like this. First trip where I said "Yeah there's gotta be a dying switch somewhere" but the individual that was there didn't know where the network closet was. IT said everything was fine and it must be a problem with our stuff. I go out there again and get the business owner to show me the network closet and in like 2 seconds find the little 8 port switch that was too hot to touch. Moved the connection I needed to another port and it worked. After pulling the power from that switch I told the customer it was a fire hazard and that they would need to have their IT replace it.
It pisses me off though that the guy didn't even check but he's well known for that kind of thing.
When I get the finger point from vendors, the problem I have is: show me what part of the software is getting screwed up. What is it expecting that it's not getting. Is it a port/network issue? A server spec issue? Drivers? OS patch? Latency? Just saying "it's not us, it's something on your side that's the issue" is no better than kicking the can down the road for someone else to deal with.