Caller: Hi. I'm a computer repair technician working on a customer of yours machine. It is giving me an error that the name and password are incorrect.
Me: What are you typing in for the name?
Caller: (gives wrong username even though the username is actually the customers name)
Me: We do not show that username on our system. We do have one that is spelled this way though (gives correct username which is customers name)
Caller: Oh, let me check (caller tells customer how we have her name spelled, which she confirms is correct). Ok we will try that. Thanks.
----10 minutes later ----
Caller: Hi. I'm a computer repair technician working on a customer of yours machine. It is giving me an error that the name and password are incorrect. Someone there just told me what it is but it doesn't work
Me: ok how did you spell the username?
Caller: well the username is spelled right but I cant save the password.
Me: why not?
Caller: well this is my 3rd time through the set up wizard and it keeps telling me I cannot finish the setup because a connection with that name already exists and I should pick a different name. I don't know what that means
Me: It means you already set up a connection the first time and used a connection name and now you can't set up another one with teh same name
Caller: I dont understand
Me: That connection name already exists, you cant just keep returning to the wizard and making the same file name over and over. You already made it once. So you have to pick a different name for it or probably easiest is to stop using the wizrd, find the connection you did make, and just retype the name and password.
Caller: ok we will try that.
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