Running on Autopilot

I recently replaced some equipment for a customer who has been using their system for quite some time.  After getting everything hooked up and transferred, as usual, I ask for them to test the system to make sure everything is working the way it is expected  They said everything looks OK.

I received a call the next day, and was told that they couldn't do a certain task.  I asked what they are trying to do and no one could explain exactly what that was.  All they could tell me is that before when they "clicked the button" it just worked. 

This makes it a little hard for me fix when they can't tell me what they are trying to do.  They got so used to just "clicking" buttons and not really understanding what they are actually doing.  I am not saying you need to know how all the "Under the hood" stuff works, but its helpful to know if you're trying to transfer a file over the network or from one place to another.

I went back on site for them to show me what they were trying to do.  It ended up being a critical part of their procedure that no one tested while I was on site the first time. 

It mostly had to do with what Windows calls a "MRU" or "Most Recently Used" list.  This is the list of files that shows up when you select a file that you have opened in the past.  Most of the time Windows remembers the folder and files that were last used. 

In this case, since the computer was replaced, Windows was using the default location of the "My Documents" folder.  I have become pretty good at transferring data from one PC to another. That includes all your mail, contacts, Internet favorites, and desktop icons, but I have not found a way to transfer the MRU list.  I know why I cant, but its not an easy thing to explain the registry entries involved. 

Although the fix was as simple as browsing to the folder where the files were kept once, it caused confusion, and frustration for everyone involved.  We all like to be on auto pilot and just click and go. We have to remember that, if something changes, we need to know how to get back to auto pilot mode That would include knowing what folder(s) your files are kept, knowing  if the files are local or on a local or remote PC, and how to explain your problem. 

You'd be surprised at how many different ways there is to explain something.  Much of the time your CCS techs can figure out what you're trying to say.  Documenting what you do and how you get there, can help save time money and frustration for the next person who may need to use or repair your computer.

If you have any system problems or concerns, give the CCS Retail Systems Support Department a call at 425-672-4806 or email_us.  We are always here to help.

-Bryan alt

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