I’ve been doing this job long enough to know I should never assume anything. The trouble is that the more I do something, the more I believe I know best, which sometimes prevents me from looking at things from every angle.
A great example of this was Bob’s desktop computer. Bob was a new customer who called me to say that his keyboard and mouse weren’t working. After a brief chat, I arranged a visit and arrived on the day with an armful of input devices. Unfortunately, after a bit of fiddling, none of my stuff worked, so I decided the best option was to take the machine away and investigate further.
With the computer back in my office, I rigged it up to a KVM switch and found no issues using the attached keyboard and mouse. I thought that was strange, but other problems soon grabbed my attention. Bob had somehow reset Windows, so I decided to concentrate instead
