I worked at a non-AOL ISP as tech support back in the day and still have the occasional flashback to having to talk folks through uninstalling the custom TCP/IP stack the “Try AOL” CDs would install.
Click on start. Yeah that’s in the bottom left. Yup that one. Then look for settings. No the word settings. Has a little arrow next to it. Yeah hit that. It didn’t do anything? Wait, click with the mouse button on the left. Yeah it brought up a little menu to the right? That’s good. Now look for… ok let’s start over and remember not to click anywhere besides where I tell you to. And keep the mouse where it is. Ok find the start button again. No its in the bottom left of your screen…
Same here. With call forwarding our 24/7 support usually rang at my house. Night was the 'drunk shift' and usually login problems. One user was particularly edgy about his password and would not say it even to me, they were stored as crypts, so I could reset it. He said he had pasted it from another place (which probably means he forgot it and was too arrogant to admit it) Round and round until I checked the logs and he was trying to sign on with a pw of '********' which is how it had gone into the clipboard. Instead of engaging with him further I set his pw to that. Problem solved.
My greatest win was to add a few lines to our RADIUS server to flip case one time on bad logins, so if 'mYpASSWORD123' failed it would try 'MyPassword123' and let them in if it worked. Logs showed thousands of fixed logins per month and reduced tech support calls to less than a third. We declared victory over CAPSLOCK.
