Actual conversation with tech support



  • Me: Hi, I am unable to connect to ClearCase because the license server on [host] is down
    TS: Please run the following command: cleartool hostinfo -long
    Me: Um, no, the LICENSE SERVER is down - nothing can connect to it b/c
    host [host] needs to be started
    TS: We'll get back to you
    ...ten minutes later...
    TS: Can you please ask your colleagues to run the command: cleartool hostinfo -long
    Me: no No NO! We all use the same license server - it needs to be booted

    ...I try to connect to our db via DbArtisan and discover it uses the same license server
    Me: DB Support: the license server on [host] is down
    ...and the same exact conversation ensues

    This is happening in real time as I write this
    *sigh*
    


  •  Did you try running cleartool hostinfo -long?



  • @bstorer said:

     Did you try running cleartool hostinfo -long?

    The first time it happened to me years ago, I tried that and found out that Cleartool accesses the license server before trying to execute the subcommand, so there's absolutely no way that would bear fruit.

    Had I tried it again, well that would be TRWTF!



  • @snoofle said:

    @bstorer said:

     Did you try running cleartool hostinfo -long?

    The first time it happened to me years ago, I tried that and found out that Cleartool accesses the license server before trying to execute the subcommand, so there's absolutely no way that would bear fruit.

    Had I tried it again, well that would be TRWTF!

    No.  The TRWTF is that you've dealt with these people so many times, and yet it hasn't entered your mind to say, "Yes, I've tried that, and it complains that the license server is down."  You know, you don't *actually* *have* to *actually* run the command in this case.



  • @snoofle said:

    @bstorer said:

     Did you try running cleartool hostinfo -long?

    The first time it happened to me years ago, I tried that and found out that Cleartool accesses the license server before trying to execute the subcommand, so there's absolutely no way that would bear fruit.

    Had I tried it again, well that would be TRWTF!

    It think the point was did you (pretend to) do it and tell the person on the other end of the phone what the result is, so that they can get beyond that particular point in the script, or did you just argue with them?


  • @PJH said:

    It think the point was did you (pretend to) do it and tell the person on the other end of the phone what the result is, so that they can get beyond that particular point in the script, or did you just argue with them?

     


    M:   Look, I CAME HERE FOR AN ARGUMENT, I'm not going to just
    stand...!!

    Q:   OH, oh I'm sorry, but this is abuse.

    M:   Oh, I see, well, that explains it.



  • All: yes, I did tell them that I tried it and got nowhere - that's why they huddled and decided to get me to ask my colleagues to try it.



  • @tgape said:

    No.  The TRWTF is that you've dealt with these people so many times, and yet it hasn't entered your mind to say, "Yes, I've tried that, and it complains that the license server is down."  You know, you don't actually have to actually run the command in this case.
      @PJH said:
    It think the point was did you (pretend to) do it and tell the person
    on the other end of the phone what the result is, so that they can get
    beyond that particular point in the script, or did you just argue with
    them?

    Hivemind.

    That said I would have to agree. Surely someone working within the bureaucracy of a large company should know these things?

    The conversation should go...

    "Did you run-"

    "Yes"

    "Did you check-"

    "Yes"

    "How about-"

    "Yes"

    and so on and so forth...



  • @DOA said:

    Hivemind.

    That said I would have to agree. Surely someone working within the bureaucracy of a large company should know these things?

    The conversation should go...

    "Did you run-"

    "Yes"

    "Did you check-"

    "Yes"

    "How about-"

    "No - OMG - wait - Brilliant!  You have saved the project!!!"

     

     

    FTFY - for when any non-technical boss type may be listening.  Job security and all...



  • @snoofle said:

    Me: Hi, I am unable to connect to ClearCase because the license server on [host] is down
    TS: Please run the following command: cleartool hostinfo -long
    Me: Um, no, the LICENSE SERVER is down - nothing can connect to it b/c
    host [host] needs to be started
    TS: We'll get back to you
    ...ten minutes later...
    TS: Can you please ask your colleagues to run the command: cleartool hostinfo -long
    Me: no No NO! We all use the same license server - it needs to be booted

    ...I try to connect to our db via DbArtisan and discover it uses the same license server
    Me: DB Support: the license server on [host] is down
    ...and the same exact conversation ensues

    This is happening in real time as I write this
    *sigh*
    

     

    You should run "cleartool hostinfo -long" anyway and tell them what it says (that the license server is down). Then they will get someone who knows how to fix it, if they don't. Consider that 99% of tech support calls are probably from idiots. View this conversation from the TS's point of view, but assuming you're talking to an idiot and you will see it makes sense then.



  • @immibis said:

    You should run "cleartool hostinfo -long" anyway and tell them what it says
    Um... http://forums.thedailywtf.com/forums/p/12262/199404.aspx#199404



  • TRWTF is paying a fortune for ClearCase licenses when there are dozens of better options available for free.

    My place does it too.  We developers just nod, smile, and set up a little script to update ClearCase every now and again from the various SVN and git repos we use for real work.



  • @Iago said:

    TRWTF is paying a fortune for ClearCase licenses when there are dozens of better options available for free.

    My place does it too.  We developers just nod, smile, and set up a little script to update ClearCase every now and again from the various SVN and git repos we use for real work.
    +1 Realist


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