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rule 1 of hollywood tech support: Always take what the editor says with a massive pinch of salt. I spent ten years in the movie industry, and the people that
by KaiserPro 7y ago
rule 1 of hollywood tech support:
Always take what the editor says with a massive pinch of salt.
I spent ten years in the movie industry, and the people that were the most forthright, and almost universally wrong about technical things were editors.
"The monitor is out of grade" No, you've set the background lights to red.
"The sound is out of sync" No, you've turned off the amp and somehow managed to get the crappy test tv to play sound
"the hardrive is corrupt" no, its clearly asking you to update OSX
my personal favorite:
"my station is slow" No, what you appear to be doing is copying 135 TBs of data from one share to another.
- rock_artist 7y agoAny non tech savvy would provide or will be treated by grain of salt. But, I have several reports from colleagues.
- KaiserPro 7y agooh indeed, its a pinch of salt, not ignore entirely :)
- nkozyra 7y agoWhat you're describing sounds like industry-specific anecdotes from a very common, cross-industry reality about non technical users.
- jon-wood 7y agoI'd revise that to the far more irritating segment of users who think they're more technical than they really are. Actual non technical users are fine, because they generally know when they don't understand a thing. The thinks-their-technical users will bravely throw in whatever phrases they've heard mentioned in relation to a completely unrelated problem.
- xiconfjs 7y agoAmen.
- apecat 7y agoWhat, will you refuse to help me if I call you in deep distress and said that "xcode command line tools is failing to update because of the nginx 503 errors clearly visible in Safari"
- glitchc 7y agoYes
- apecat 7y agowell, you're not wrong
- dspillett 7y agoI wouldn't absolutely refuse to help, but if you are like some users I've dealt with and you keep repeating that instead of answering specific questions I've actually asked† then I'll drop the call and mark the support ticket as paused‡ until the information requested is provided. [†] Q: can you check A, User: why if the problem is Z? Q: could you do B and tell me what the response is?, User: but I'm sure the problem is Z, Q: what version of C do you have?, User: that shouldn't' matter because the problem is Z, ..." [‡] meaning it is not running against any SLA clocks The two matters could be separate symptoms of the same underlying problem for which more information is needed. Admittedly in this case you would probably be right and the tool is likely failing to update because it is getting the same 503:Overloaded responses from the http server, but that is not necessarily the case (perhaps the server is agent sniffing and provides a different, more human interpretable, response to requests from browsers, the response for humans is proxied by this server from another and that is currently overloaded, so the update tool isn't getting the same 503 responses that you are).
- technofiend 7y agoIt's definitely not unique to Hollywood... Before I switched to infrastructure development I ran a Linux engineering group and among other things handled production support escalations. The job was often finding the actual problem while gently dissuading my customer the issue wasn't a pet theory and/or something they just Googled. In fact sometimes the escalations came specifically so I could weigh in on root cause after joining the bridge because the various parties couldn't agree. A favorite was someone to run free and declare the system was "out of memory and must be swapping". It recurred so often I think that theory passed from group to group like a treasured heirloom until we wrote a FAQ on the subject. Fortunately in my opinion getting ops and development to work together built mutual respect for respective skill sets.
- dmd 7y agohttp://3e.org/xy.png http://3e.org/xy.png
- baxter001 7y agoOn two occasions I have been asked, — "Pray, Mr. Babbage, if you put into the machine wrong figures, will the right answers come out?" In one case a member of the Upper, and in the other a member of the Lower, House put this question. I am not able rightly to apprehend the kind of confusion of ideas that could provoke such a question. - Charles Babbage - Passages from the Life of a Philosopher (1864), ch. 5 "Difference Engine No. 1"
- beat 7y agoIf you want to use incorrect data to get correct answers, you need a human. That's one of the fundamental differences between humans and computers.
- archi42 7y agoFloating point numbers are trying hard to rectify this ;-)
- dragonwriter 7y ago> If you want to use incorrect data to get correct answers, you need a human. More often, that just gets answers that are incorrect in ways other than (sometimes, in addition to, othertimes, instead of) those explicable by the incorrect data.
- PhasmaFelis 7y ago"I am not able rightly to apprehend the kind of confusion of ideas that could provoke such a question" is my all-time favorite way to say "What is wrong with this clueless dipshit."
- human20190310 7y agoThe question makes sense rhetorically, to establish that the machine is still only as good as its operator, just faster.
- SilasX 7y agoOn slashdot, someone proposed the theory that this is a good question to ask if you have rational worldview, and know this kind of thing should be possible, but aren't sure if you're dealing with a scam artist who will tell you what you want to hear.
- tlogan 7y agoWorking with support issues for at lest 20 years... My take on this is that there are two types of non-technical users: - stupid ones - intelligent one The intelligent ones know what they don't know. Or at least they understand what is their area of expertise. They focus on explanation of the problem and they do not make random conclusions. The stupid ones do not know what they do not know and, of course, they think they are smart and know everything. It is so hard to work with them. It is interesting that education level, nationality, race, etc. does not give any reasonable indication whether a non-technical users is intelligent or not.
- munificent 7y agoThat's generally true, but there's a more specific affliction you sometimes run into that the parent comment is referring to. There are some single software programs so big and complex that you can build entire careers out of them. People who do that become wizards within that software suite, and then incorrectly generalize that to believing they know everything about computers. When really, they are Photoshop jockeys, Avid editors, Maya artists, etc. and they are mostly lost outside of those applications. If you haven't worked in creative fields like video you may not have run into them, but they are definitely a breed. (Developers fall prey to this sometimes too, but our job tends to require us to use a variety of tools and the underlying operating system itself, so we do end up with a greater breadth of experience.)
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- jayd16 7y agoWith the exception of the OSX update, most of these sound like technical issues they're just not bothered to fix themselves. My understanding is that editors don't usually set up their own workstations so why would they troubleshoot them?
- KaiserPro 7y agomostly its down to them fiddling. editors _fiddle_ but then don't take responsibility for what they've done. The monitor issue its a two-for-one. The editor was doing a technical edit, that is matching some shots up to someone else's spec. They were proxies(as in small previews to make the machine run faster) and were not graded. What they had done is fiddle with the room lights, because they wanted to make the room feel better. Obviously this made the monitor look more blue. My college (who is a junior, in a junior department) gets an angry phone call because the workstation isn't up to par. Its a lot of dick waving for no real gain. Another fun one was in about 2009 an editor decided for a quick preview edit that it would be quicker and easier to laser out a digital shot to film, cut and splice by hand on a stienbeck, and then re-scan it in. We had all the shots loaded on the workstation. Not all editors are like this. but there are enough to give them a bad name.
- anigbrowl 7y agoYeah but when they are all having the same problem that means it's a problem. I've been on both sides of that situation, generic dismissals like this are not useful or helpful.
- pdimitar 7y agoYou are moving the goalposts. The topic here is that people misjudge a problem but believe they are correct.
- anigbrowl 7y agoKinda hard to be moving the goalposts when there was no prior comment of mine to move them from. I'm just disagreeing. When everyone is suddenly having the same problem the probability that they are all coincidentally falling victim to the same misjudgement asymptotically approaches zero.
- KaiserPro 7y agoAddendum: I used to support a large range of artists and technical staff. Every class of worker would have their own proclivities. Compositors, at the slightest hint of any technical issue would immediately start thinking up workarounds. By the time we'd get there to see whats gone wrong, they'd be telling us there's a problem with the workaround, and not tell us the original problem. Modellers, normally maya has crashed because they are really pushing it, they would have forgotten to publish for a while. producers, love busting out to spreadsheets, sometimes it doesn't marry up to shotgun/ftrack, or the macro is broken because someone has changed the naming convention. pipeline, Always trying to sneak the next new thing into production by the back door.
- imagetic 7y agoha, I'm in the same boat. Spent 8+ years doing engineering for live/post-production television. And the younger they got, the less technical they were.