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.