2026-09-16 15:19 UTC
Apparently its really hard to describe issues with things (e.g. computers/software) in a way that the person reading it knows what's going on and can give helpful feedback.
E.g. just now I received a text message from my gf: "I need help, the virtual machine does not start"
And I immediately wrote back: "what exactly are you doing? clicking where? do you get any error message?" (I was thinking maybe the last kernel update did not trigger a rebuild of the virtualbox kernel modules)
In the end it turned out that an update changed the UI and the list of VMs is now hidden in a tab, and she just clicked on "open" which allows to open a VM via the file system and got lost. I think this change is stupid, but that's not my point here.
Is there any good info on "how to write a good support ticket or bug report", but for people like my mom, gf, my 80 y/o neighbour etc. so I can spend my time helping solving problems and not figuring out what the problem actually is?
#haveyoutriedturningitoffandonagain #itproblems
Replies (2)
-
@bbeaker@mastodon.social 2026-09-16 17:05
@stereo4x4@techhub.social Reminds me of some of the Repair Cafe pre-booking forms where the customer gets to describe the fault. Although we don't get a back channel until they are sat in front of us. "Clock. Not working. Lost it's tic-tok." Either the pendulum has dropped off, or they've sprayed the interior with old engine oil or even worse WD40.
-
@cazabon@mindly.social 2026-09-16 19:25
@stereo4x4@techhub.social There is a brief traditional template that goes like this: 1. What did you do? 2. What did you expect the computer to do? 3. What did the computer actually do? That may not be detailed enough for non-technical users. It's difficult to tease enough detail out of them at the best of times.