If you don't save your files, they won't be saved.
Posted by ryankrage77@reddit | talesfromtechsupport | View on Reddit | 70 comments
A few days ago, a user came to the helpdesk with the issue that their most recent changes to some Word documents had been lost after they rebooted their mac.
I started digging, and found that there was no version history - which is unusual. My org is mostly a Microsoft shop, and by default their org-licensed copy of office should create new files in OneDrive. I took a look at the Save settings in Word and found everything unchecked. It looked something like this, to give you an idea of what I mean.
I hoped maybe they'd managed to save their files to their personal iCloud account^1 since they were using a mac - no dice, they had an iCloud subscription, but they'd disabled syncing to iCloud.
And as I was expecting by this point, they did not have the OneDrive desktop client installed. It wasn't just that they had never signed in - it wasn't installed. Which means it must have been manually be uninstalled, since it's part of the Office suite.
So it seemed like a reasonable case of them following the bad practice of only saving work locally on their machine. That stymied any recovery efforts, but why had the work been lost in the first place?
I asked the user to show me how they normally go about saving documents. They brought up a Word document that they were currently editing.
It was a new file, and had never been saved. They had written about 12 pages of text, and it basically only existed in RAM^2. Apparently they'd had this document open since the aforementioned reboot, which was several days prior.
I thought I was used to this sort of thing by now, but I found myself needing a few seconds to process and mentally press ctrl-s/cmd-s a few times in prayer.
I explained as diplomatically as I could, that because they weren't using any of the auto-save or cloud options, they needed to manually save their work.
Thankfully they were amenable to using OneDrive and I got it set up for them, so even if they learned nothing they might be OK for a while.
EDIT: I almost forgot the weirdest detail - it turned out their actual 'saving' process was to copy-paste the entire document and airdrop from their mac to their phone, to send in an email. I'm still not sure how anything was saved on their laptop to begin with.
^1 During the course of troubleshooting I learned that iCloud's auto-saving features only apply to Pages, not Word - but moot point since they'd turned it off in Settings anyway.
^2 I know that's not quite how it works due to the local autosave and filelocks and whatnot, but for practical intents and purposes... no doubt they would ignore an 'unsaved work' prompt when closing Word too.
DiodeInc@reddit
This sub deters me from wanting to be an IT tech
Terrible_Shirt6018@reddit
This sub helped prepare me for IT when I was an intern during my school years.
DiodeInc@reddit
Good luck!
CynicalAltruist@reddit
Good
spacetstacy@reddit
Yep! I'm only a user. When I started at my agency 12 years ago, we didn't use OneDrive. We had a "G-Drive" that we were supposed to save our own files in.
I guess I wasn't told this or didn't listen. 6 years into working there, our server crashed (or died, or whatever they do), and 6 years' worth of policies, procedures, orientation material, PPT's, you name it.... was gone. GONE! Never to return.
I got some back from other people. I learned my lesson.
RitterWolf@reddit
This is only facepalm levels of annoying; I've had users where I've wanted to hold their head in a bucket of water until the bubbles stop.
thecyberwolfe@reddit
Like the user I had who had been not only saving emails in her Outlook Recycle Bin, but actually had a full folder stack in there for organization?
It took so much effort to keep my mouth shut.
UsedToLikeThisStuff@reddit
Had a lot of users doing that with exchange because it didn’t count against their quota. Sysadmins notice server is low on space, fires off a job to empty everyone’s trash/recycling bin. Hell breaks loose.
I once had to placate a high level person by visiting their office to explain. I picked up a paper from her desk and asked, “Is this important? “ she looked at me incredulously and said it was. I bent down, pulled out her trash, and said, “ I’ll just store it here for safekeeping.” I think she understood but was still pretty mad.
djshiva@reddit
I dealt with this recently. She insisted she had a reason and I calmly explained that it's called "Deleted Items" for a reason. WORDS MEAN THINGS!
NotTheOnlyGamer@reddit
Had something like that happen once in Outlook. I genuinely didn't know it was the Trash/Recycle Bin, because the time I set it up, I thought I was clicking on Inbox. Is it my fault that my eye issues and my mouse collaborated to put a folder in Trash? Yes, probably. Did I feel shame when I realized it? Not at all.
Nightcinder@reddit
My CSR department CC's themselves on every email so they can take the email and sort it instead of just pulling the sent one out of the sent folder
NotTheOnlyGamer@reddit
I don't mind that one as much - it shows that it was received, not just sent. I've had problems with local (POP3, admittedly) clients where my computer swore up down and sideways that it had sent the email, but the email never actually went to the intended recipients. By CC'ing or BCC'ing yourself, you can guarantee that the message was at least sent by the server you connected to, without relying on not-always-compatible read receipts.
DiodeInc@reddit
Time for a story!
RitterWolf@reddit
Okay, so this is from when Windows 7 went EOL. The helpdesk lass would kick off the Win10 upgrade process at the end of the day, and then I would get in a bit earlier in the morning to do the reboots and make sure it's all working. There were a couple of PCs that you then had to run Windows Update again to get it to install a working graphics card driver so the both monitors would work. Not a big deal because people could still do their jobs, it was just a bit annoying while Windows worked through its stuff.
I explained this to my stupidest user who could be outwitted by a sack of hammers. "You can work, but you'll only have one monitor. You'll get a message asking you to reboot, reboot and then both monitors will be working again." I go back to the IT room to do other stuff and after about an hour her manager comes in how long until deadshit's computer is working. Turns out deadshit told her manager that I said that the computer is unusable. I don't know why she said this, and I'd probably have to beat myself to near death with a hammer to get to that level of thinking so I'm not touching it. So many people where happy when she left, and not just in IT.
CarlosFer2201@reddit
She was lazy
Potato-Engineer@reddit
Working with only one monitor annoyed her, therefore "unusable."
meitemark@reddit
Well, as any human, I would considering working on only one monitor to be akin to torture.
Ich_mag_Kartoffeln@reddit
A mate of mine had an outburst at a retro LAN party once.
"How the fuck did we ever manage with such tiny monitors?!?"
Even when you grew up with 12"/13" screens, after having dual 34" apparently a 17" CRT just doesn't cut it.
meitemark@reddit
My back still screams at me on the memory of lugging around a 21" CRT to LANs . My computer in that era was something like... 30Kg (~60lbs) as well, with half of that being the case and the rest parts. But at least that beast had wheels.
Potato-Engineer@reddit
And it's only for a few hours, until the drivers update. I'd find an excuse to visit another department for a while, too.
VanorDM@reddit
I remember when I first got a second monitor, back in the early 2000s I think. I remember trying it for 2-3 minutes and thinking "I'll never be able to go back to a single monitor again."
puckstop101@reddit
please don't remind me of the Windows 7 EOL to Windows 10 upgrade..... that was my first month on the job lol
Nightcinder@reddit
I was working at Ford via Dell for that, we literally just replaced all the computers with reimaged win10 versions and gave the users a packet 'here you go, bye!'
gryphonB@reddit
It could have been a good time to tell the manager "the problem is located between the keyboard and the chair", but the user would have just requested a new chair...
DiodeInc@reddit
Happy Cake Day
Responsible-End7361@reddit
You sure it wasn't manager comes in, sees (L)user playing on phone, asks "why aren't you working?" "IT."
shifty_coder@reddit
The employee was just looking for an excuse not to work, and they one monitor out gave them an opportunity.
MidLifeEducation@reddit
And popcorn!
NotYetReadyToRetire@reddit
That won’t really help. It just contaminates the water, and the employer will just hire another of the seemingly infinite number of clueless lusers who never learn.
RitterWolf@reddit
There's clueless, and then there's people who's only use for their brain is a structural support for the top of their cranium.
NotYetReadyToRetire@reddit
I know exactly the type you’re talking about, although I’ve always thought that an autopsy would just find either solid bone or an empty space between the ears, with no indication that any brain cells were ever present beyond the minimum required to regulate breathing and heartbeat. Thankfully I left all that behind January 31 - the only IT support I do these days is for my wife, and she’s also a retired programmer.
meitemark@reddit
Doing that on the really stupid people may be dangerous, as the near vacum inside their head may turn into an implosion.
jamenjaw@reddit
OMG. Had to cover my mouth so I didn't wake up my wife!
VanorDM@reddit
Yeah at least in this case the user didn't blame the IT Person for them not saving the file.
IraqiWalker@reddit
I've had:
-Cleaning people unplugging the servers at random time whenever they clean the server room
User called in for tech support for her new wireless printer not working (she didn't plug it into the electrical outlet "cuz it's wireless")
800 employee company continue to use Win 7 until 2022 (it went EOL in 2020).
Same company, C level execs fought tooth and nail not to move from Skype For Business to Teams (again, in 2022. Long after Skype had been dead and buried)
Client with 18! Yep, eighteen. Not a typo. 18 FIREWALLS! Because they used them to split the departments into separate networks (the technology to do the job with one router, or L3 Switch had existed since the late 80s)
I can also count on one hand the number of times users actually followed instructions in a company-wide warning/advisory email in the past 8 years.
Don't even get me started on all the lying. Intentional or otherwise.
In spite of all that (or maybe because of it) I love my job. Although, I'm now the helpdesk manager, so my new job is sitting in meetings talking idiot execs out of stupid decisions they think are smart.
FlamingSea3@reddit
My company only a few weeks ago migrated away from Skype for Business 🤣
DiodeInc@reddit
sammypants123@reddit
“I didn’t change anything.”
Double_Lingonberry98@reddit
That's not better
Nightcinder@reddit
Most companies are not gonna pay for Slack + 365 so pick your battles
IraqiWalker@reddit
It's at least alive.
Kuro_Necron@reddit
Same, those moments remind me that i am alive, and actually good at something, just a nice break from the imposter sydrome.
excuse me, what? how did this happen not only once, but multiple times? How is your server room that easily accessible?
IraqiWalker@reddit
Client has their servers in the copy room (small client). We started noticing outages and server downs happening around 6 PM, and couldn't figure out why. Drove the NOC team insane for two weeks straight.
One day, I was doing an on-site inspection and noticed they had a camera installed in the room.
We pulled the footage and witnessed the horror.
Rathmun@reddit
This is what the NEMA L5-## outlets are for. You literally can't plug a standard power cord into one. Replace the outlets, get new cables for the server power supplies, and the cleaners will stop.
IraqiWalker@reddit
Yeah, they ran an extension cord into the room, and called it a day. This was a small company, and they didn't want to pay for anything pricier than 5 bucks.
Mikhael_Xiazuh@reddit
Don't do it, you'll notice how mentally disabled way too many people truly are. It can drive you insane.
davethecompguy@reddit
Oh wait... There are people who turn their (corded) mouse around, because they think the tail goes DOWN. Or who shut their computer down by turning off the monitor... so it hasn't restarted in MONTHS.
Nightcinder@reddit
you don't force reboots?
TraditionalTackle1@reddit
I was on the phone troubleshooting with this valley girl type sales girl and I asked her to reboot her computer. 2 seconds paste she says ok it’s rebooted. I said no computers don’t reboot that fast what button did you press? The one on the monitor. Facepalm
DMaybes@reddit
It’s a trip. I was working IT fresh outta college. One of the users actually asked to work with a higher tier tech because I was too young and they didn’t trust me. I was 25.
quaderrordemonstand@reddit
While this is a perfectly reasonable complaint, why do people have to save? There are editors that save and restore the state of unsaved documents when they close. We assume that you should save because that's what we know, but its kind of just busy work. Saving habitually is more about the fact that we don't trust applications to not crash.
ascii4ever@reddit
Users like this are an endless source of posts to this thread.
HSC_IT@reddit
This takes "storing files in the recycling bin" logic to the next level wow.
Mikhael_Xiazuh@reddit
Had this before...
HMS_Slartibartfast@reddit
Unfortunately most people I've encounter who use Mac think "It does what I want!" and don't bother to learn how to get it to do what they want. Then they are upset at IT when it doesn't "Do what I want!".
NotTheOnlyGamer@reddit
That mindset has always confused me - Mac does what Mac wants, not what the user wants.
Rathmun@reddit
Their marketing department is very good at convincing people they want what Mac wants. So for a remarkable number of people, it really does do what they want. It's just that the causal relationship is the other way around.
Rathmun@reddit
It especially doesn't do what you want when you go out of your way to lie to it about what you want.
angrytwig@reddit
this post made me want to die. especially your last sentence oh my god
Laser_Fish@reddit
So I've been in the field for 10 years and I recently made this mistake. I believe that either Microsoft changed something or there is some org setting that I had at previous jobs and don't have here. Essentially, Office has auto saved since 2007 and there is a folder in, I believe, AppData, that has all of those auto saved files, and those get consolidated when you name the file and give it a location. With the newest version I have to turn autosave on every time I start a new document.
pockypimp@reddit
I think with the newer versions of Office and the OneDrive integration you have to save it once first then the autosave turns on. I know when I start a document the autosave slider at the top of the screen is off until I save the document once.
Laser_Fish@reddit
That's exactly what happens. It's just a departure from the older versions.
Reinventing_Wheels@reddit
So they had disabled all options to automatically save their files, and they were never manually saving?
They just left Word open, with the doc loaded??
Am I understanding that correctly???
They went through a lot of effort to be that stupid.
ryankrage77@reddit (OP)
That was exactly it. The document they were writing was quite technically dense too, so I guess a case of only knowing their field and little about computers.
eragonawesome2@reddit
This reads more like someone not wanting it to be possible to track down edits tbh
MidLifeEducation@reddit
Some people are naturally gifted with that much stupid
Dark54g@reddit
Jesus fuck. Some ppl are clueless
xFayeFaye@reddit
This is why I hate tasks getting more "easier". Kids those days do not grow up with installing drivers manually, replacing shady .exe files for cracking a game or even saving playlists. Two students we have doing tech support asked me why "we're all going instagram" because there was a "hashtag" next to something that was for indicating a number in our frontend. I now understand all grumpy IT people that have been doing this for the last 20 years or more lol.
Loko8765@reddit
This sounds like they grew up using a computer not their own, like a parent’s or a public computer.
Stryker_One@reddit
Obligatory: https://xkcd.com/763/