[RANT] tech support

[korgul]

As you can guess this is a RANT about tech support.

(RANT)

Ok I work in techsupport for a small company, about 200 users. There are about 80 users at the home location, my location. We have been having problems with something causing out Citrix servers to crash. My boss has been in contact with M$ to try and figure out what is causing the problem. M$ says that it is printer drivers that are causing the Memory dumps. They said that we should use Laserjet 4P drivers for our HP2200 and HP2100 printers. I go around and change all of the drivers for everyone that has these printers installed. Took better part of a day. This did not fix the problem we are still getting mem dumps. They are sporadic throughout the week, we could get 1 on monday then 15 or more on Tuesday, none on wed, thur, and friday the server could be rebooting every hour. I get an E-mail form my boss today saying that I have to go around to all machines and delete the printers that are installed and reinstall the printers using the HP 4P drivers. That is 80 users x 5 or 6 printers each. I also have to rebuild 26 machines by the end of next week, plus handle all tech support calls that come in. I am the only one that handles the calls that come in to tech support. There are 3 of us but the other tech only handles 1 program ( microstation) my boss handles the servers and I get everything else. I get paid a heck of alot less then the rest of tech support but do 5x as much work as the other tech.

I want to call my boss and thank him for ruining my Easter but feel that could put my job in jeapordy. I think that I might just have to ask him to get the other tech to help out on this one. They just keep throwing things on me and expect me to get it done, while they sit at their PC's and take no calls, fix no users problems.

(/RANT)

Ok got that out of the system now, only feel a little better

korgul

[brandon184]

That sucks.

[CERuppel]

To heck with getting it out of your system, you need to get it into your bosses system...

PS: This sounds like a marvelous opportunity to set up an April Fools prank...

Did I just say something????

[pickel]

Man, if you can do what you say you do, I'd be in the market for a NEW job. Nothing like having NO respect and being taken advantage of at the same time. Handing out shopping carts at Walmart sounds better than your present situation....Good Luck

[Mortis]

Sorry to hear this Korgul!

Mortis

[desmocat]

Korgul, Mrs. desmocat had a very similiar problem with a Metaframe XP server running on Windows 2000 Advanced Server doing the same thing, the memory dumps, etc.
Here is some help for your situation from her:

Part of our problem was the Multitech serial cards. But we also redirected our printers using the WTSUPRN.INF file located in Winnt\System32 folder. We redirected every HP printer that was listed to either a HP Laserjet, HP Deskjet or HP Laserjet 4 for the new printers. Didn't have to change the printer drivers on the machines connecting just the WTSUPRN.INF file which tells it to use a certain driver when it sees a printer connecting with one that needs to be redirected. We also forced all the connection to only connect the default printer which limits the numbers of printers that are trying to autocreate at one time. No more fax printers!

We were also running Citrix on the same system and had memory dumps that we were never able to completely get rid of until we installed on a slower and older machine (no more crashes).

Hope this helps as we haven't been able to get any help from Citrix on any of our problem either. The support forum also has tons of issues relating to printers but no real solutions. After swapping out the Multitech cards with Digi cards and using WTSUPRN.INF to redirect all printers in the list we have been up for one whole week without any memory dumps, and believe me that is a record!
END Mrs. desmocat help file.....

If you want to ask her some more stuff, just send an E-mail our way and maybe she could lend a hand. She says she wished someone could have helped her out when they were encountering all their problems. Don't pull too much hair out. desmo

[angelcat]

Originally posted by pickel
Handing out shopping carts at Walmart sounds better than your present situation....

And what may I add, is wrong with handing out carts at Wal-Mart? LOL