[PLUG] Email question

wes plug at the-wes.com
Thu Jul 9 14:17:48 UTC 2009


On Wed, Jul 8, 2009 at 11:24 PM, linux-yug <linux-yug at xprt.net> wrote:

> All
>
>
> I am applying for a tech support job and have to answer this question..
>
> Problem
> If an end user were to call you saying they cannot send email through
> their local hosted POP3/SMTP server, how would you go about
> troubleshooting the issue
>
>
> Reponse:
>
> 1.. Ask if the mail has ever worked..
>
> 2.. If mail has worked ask when was the last time it worked correctly
>
> 3.  Ask if any hardware/software has been installed since the mail last
> worked.
>
> 4.  When was the last time the computer was booted.
>
> 5.  Have customer boot computer again and check email
>
> 6.  Have customer check  POP3 and SMTP settings.
>
> 7.  Have customer reenter POP3 and SMTP settings.
>
> 8  Reboot computer and try email again.
>
> 9. If email is still not working ...Have customer open terminal window
> and ping both POP and SMTP servers..
>
> 10.  I email is still not working..Have customer call local ISP and see
> if there are problems there...
>
>
> #########################
>
> Is there a better/quicker way/method ?????
>
> Have I missed some obvious step??
>
>
>
> TIA
>
> Linux-yug
>
>
I don't see any mention of asking for an error message. Since most end-users
don't know what an "error message" is, my favorite way to get them to tell
it to me is to ask "what happens when you try to [whatever they are
complaining about not being able to do]?"

it works well for me. YMMV.

-wes



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