Dear users,
If it says "incorrect username or password" when you try to login, then tell us that's what it says. A "blocked" message is a completely different issue.
@KrllGojira It is amazing the lengths to which users will go to actively AVOID giving us the information that we quite obviously need to accurately diagnose the problem.
Why is everyone so cagey by default? It's like trying to get blood out of a stone sometimes.
@avon_deer it really is a bizarre phenomenon. Like when someone reports that a printer needs toner, but don't tell me which colour, and when I get there it's actually saying quite clearly "replace waste toner box". :/
@KrllGojira "Can you read me the error message out please?
The you're told they did not think that was relevant.
@avon_deer @KrllGojira "My account is locked!"
*checks account* "Hmm, that's odd because it doesn't say that here. Could you read the message to me directly?"
"It says 'Your password has expired and must be changed'."
Also swap the message out with "Account disabled". These were the most common ones we got when I was still working on the help desk. Absolutely incredible that they don't just write it down.
@renbymon @avon_deer but then on the other extreme, I've seen someone write down an entire BSOD screen to show me... Or that one who left their computer on with the BSOD on it over a school half term, with the CRT monitor turned on 'cos who doesn't love screen burn?
@KrllGojira @avon_deer Oooof jeez of course they'd leave the monitor on.
