A Day in the Life: Education Services Day 2

I spent 58 minutes with a customer today because he couldn't get signed in to our website..

We tried everything

We cleared the history, temporary internet files and cookies

We added our website to his pop-up blocker list

We added our website to his trusted sites

We refreshed the screen

We restarted his computer

Everything in my brain tool box

Finally, the screen was white

Nothing was there

So I asked the customer if he was connected to the internet, on a hunch...

He told me he was...

I asked him to try a different browser window and see if he could open up a new screen in a different browser.

Same thing.

The screen was blank and said it couldn't access the page

So I had him test out going to our website and an error came up saying that he was not connected to the internet

58 minutes of troubleshooting and he wasn't even connected to the internet?!

Now I know to ask if a customer is connected to the internet first when a customer has any sort of problem!