I have had reports of my remote workstation freezing for several months, and it turns out that this is happening:
- User goes to print something to PDF (or save it).
- The file dialog box comes up asking where they want the file to go.
- They click something else, or the dialog otherwise somehow ends up behind something.
- They sit and stare at the PDF software that won't do anything, because it's waiting for them.
- They decide the "computer" is "frozen" and call in to have it restarted, which my other (Non IT) staff just does.
- They complain to me that the computer is slow and keeps freezing.
This seems to be happening a lot. We are a bookkeeping company and do a lot of printing / PDF work.
I've tried the human approach, which would be educating the users. No luck. I don't think they are going to get it.
How can we fix this? Is there a way to make Windows (or Acrobat, if you know anything about that – it's my very favorite program) just put the file somewhere by default to prevent the user from having to deal with the file dialog?
This is a Windows 7 x64 computer, accessed remotely via Remote Desktop Connection.
Best Answer
Here is your problem. This is not a technical fault, so don't try and implement a technical solution.
Instead, you should implement a process whereby every call or ticket for this type of problem actually gets troubleshooted before any action is taken. People tend to stop making silly mistakes when you make them fix it themselves.
If a user calls in with this problem - just ask them if they have any open dialogue windows, or if they have tried pressing ALT+TAB.
Make a wiki item on your help page with some simple troubleshooting steps that the user can take. That way when they call in with this problem, you can ask if they've checked the "My computer is frozen" troubleshooting guide.