What Can Go Wrong During a Computer Support Session

As a professional in the computer support industry living and working in Westchester,  I have encountered my fair share of unexpected hitches and common pitfalls during tech support sessions. IT people do not have a magic wand and cannot even expect customers to use the tech lingo. Very often, however, what the customers describe is or too generic or refers to something else. We cannot blame the suer for that, because we are there just trying to help and to offer a decent service.

From hardware malfunctions to software bugs, technical issues can arise without warning, making it vital to be prepared for any scenario.

Common pitfalls during computer support sessions include miscommunication with the customer, lack of technical expertise, and not being able to effectively troubleshoot issues. These challenges can be frustrating for both the customer and the technician, but with the proper approach, they can be resolved efficiently.

It’s important to understand that computer support is a complex field that requires technical expertiseTroubleshooting computer issues is not just a matter of following a set of rules, but rather a combination of knowledge, experience, and creativity. Sometimes, the solution to a problem is not obvious, and it takes a bit of trial and error to find the right approach.


During a computer support session, effective communication is key. Unfortunately, communication breakdowns can happen all too easily. When they do, it can be frustrating for both the customer and the support technician. In this section, I will discuss some common communication pitfalls and strategies for troubleshooting.

Common Communication Breakdowns

One common communication breakdown is using jargon or technical terms that the customer may not be familiar with. This can lead to confusion and frustration on their end. It’s important to use plain language and explain technical terms in a way that is easy to understand.

Another issue that can arise is when the customer is not clear in explaining their problem. They may not have the technical vocabulary to accurately describe the issue, which can make it difficult for the technician to diagnose and fix the problem. In these cases, it’s important to be patient and ask clarifying questions to get a better understanding of the issue.

Finally, communication can break down simply due to a poor phone or internet connection. This can make it difficult to hear or understand each other. In these cases, it’s important to be patient and understanding, and to try different communication methods if necessary.

Effective Troubleshooting Strategies

When troubleshooting, it’s important to stay calm and focused. If you become frustrated or flustered, it can make the customer feel dismissed or ignored. Instead, try to stay positive and assure them that you are doing everything you can to help them.

It’s also important to be systematic in your troubleshooting approach. Start with the most obvious and common issues first, and work your way through the possibilities until you find the solution. If you’re not sure what the problem is, don’t be afraid to ask for help from a colleague or supervisor.

Finally, remember that effective troubleshooting often involves trial and error. It’s okay to try different solutions, even if they don’t work at first. The important thing is to keep trying until you find what works.


Effective Response

The customer is yelling and using profanity

“I’m sorry that you’re feeling frustrated. I’m here to help you resolve the issue as quickly as possible.”

The customer is refusing to follow troubleshooting steps

“I understand that this is frustrating, but these steps are necessary to diagnose the issue. Let’s work through them together.”

The customer is demanding a refund or compensation

“I’m sorry that you’re unhappy with the service. Let me see what I can do to resolve the issue for you.”

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If you feel that you may need technical support or network monitoring, please  contact our support number in Westchester and let us know your needs

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In summary, dealing with difficult customers is an inevitable part of computer support. By remaining calm, actively listening, providing excellent customer service, and utilizing effective communication strategies, you can handle these situations with grace and professionalism.

There are specific examples of computer sessions, remote and in person that went wrong for lack of communication or lack of means on both ends. Having worked with our clients for almost 15 years here in Westchester NY helped us build a set of issues we can all learn from. Let’s discuss what happened during those sessions so that companies can communicate better with IT support and computer technicians can be more prepared when receiving a request for computer help in Westchester county New York.


If a user calls saying that the computer does not turn on, and a session is remote, the help desk should ask if the user can unplug the power cord, push the power button for 30 seconds to drain the last energy out of the device and plug the power cord back on. Sometimes tech support, however, fails to ask if the monitors are turned on as well, because it happens sometimes that the computer is on but the monitors are turned off or unplugged.


If a user forgot the password to login, a system administrator will user Active Directory to reset the users’ password and prompt him/her to create a new one. If it’s a password for a website or an application, the tech support can solve the issue by logging in with admin credentials. If instead the user forgot a password for a local standard account, the local admin account can reset the password for him and create a new one.