I don’t even work in user support and that’s still part of my troubleshooting routine when folks (mostly techies) ask me for help.
Like, step 1: Did you restart the thing?
Step 2: Let’s redo the obvious troubleshooting steps together.
Step 3: Is it the proxy?
The thing is, it’s just really easy to go through the obvious steps again. So, even if there’s just a 5% chance that they missed something, or that some error message can be seen that gives me more info, or heck, even if it just gives me more time to think, then it’s worth doing.
I don’t even work in user support and that’s still part of my troubleshooting routine when folks (mostly techies) ask me for help.
Like, step 1: Did you restart the thing?
Step 2: Let’s redo the obvious troubleshooting steps together. Step 3: Is it the proxy?
The thing is, it’s just really easy to go through the obvious steps again. So, even if there’s just a 5% chance that they missed something, or that some error message can be seen that gives me more info, or heck, even if it just gives me more time to think, then it’s worth doing.