Today I was reminded of one of my favorite catch phrases …

If nothing has changed, and something doesn’t work the same as it did before, than something has changed.

This happens very often when I’m assisting support with a problem … the customer will claim that nothing has changed, but the application doesn’t work anymore.

99.9% of the time there HAS been a change … just one that the customer is aware of.

This often happens when it comes to communication programs … since there is so much that change change that’s undetectable by the application.  A firewall has been reconfigured, a setting has been changed, etc.

My personal advice … if you’re in this situation, before you call support, ask yourself “What could have changed?”.

If you’re on the support end of this situation, ask the customer (internal or external) the same question.

About David:
David is a Principal Software Engineer for PTC, Integrity Business Unit. He cut his teeth on the S/36 and has more than 25 years of experience on the IBM i / System i / iSeries / AS400. He primarily works in Java and ILE RPG specializing in cross platform integrations. David has received the COMMON Distinguished Service award and was named an IBM Power Systems Champion. David is an active volunteer with the American Diabetes Association's Tour de Cure fundraising bike ride. He is currently captain of Team RED Chicago. David runs and maintains midrange.com. His personal blog is Geeky Ramblings.