One of the most bewildering aspects of remote tech support is when I connect to the user's computer, there's an error message on the screen telling exactly what to do to fix the problem, and the user says, "Just close that, it always pops up."

I respond with, "Well, that's a safe error message, so I'm going to click on it and resolve it so it doesn't keep being an annoyance."

And then their problem is fixed and I invoice them.

It would make sense to me if they said, "I'm not sure if it's okay to click on that, or if it's trying to trick me."

But when they don't think it's related to the problem - I don't know how to explain that.

#HelpDesk