From a support manager's perspective

I know work related posts are a bit risky, but I just wanted to share this one with you...

A small group of our users have been having persistent, intermittent problems. These have been difficult to track down as we're supporting an internet system. So it was decided that the best way to resolve the problems was to create a series of standard questions that would aid us and the wonderful technical guys to track down what was causing the problem (they're IT infrastructure, our servers or something in between).

Here's an example of one of the responses we got to one of the requests for more information (bear in mind that these users are getting incredibly frustrated and want the problem solved NOW!):

Can you provide details of the exact error message that is shown - ideally a screenshot?
No

You can see why sometimes I just want to stay in bed?