New user attempts to log into the software I support but can't. I troubleshoot but cannot find a cause of the problem. I chalk it up to user error and do a manual forced login on the user's behalf.
This happens again the very next day. Now I'm curious. I ask the user to tell me what she is using for her password.
User: Well, I know it needs at least one special character, so I used my middle name but put a dollar sign in place of the s, then the down-and-back arrow, and then the middle part of my phone number with an exclamation mark for the one.
Me: The down-and-back arrow?
User: Yeah. That's a special character, right?
Me: I'm not familiar with a down-and-back arrow. Do you mean one of the slashes?
User: No, the down-and-back arrow! On my keyboard, it's above the Shift key.
Me: <looks at keyboard> ... The Enter key?
User: Yeah, that one.
I was going to explain how pressing Enter was the same as telling the computer you were done entering your password, but I changed my mind. I just told her that the down-and-back arrow was not a valid special character for this system. She picked a new password and seems to be doing just fine now.
This happens again the very next day. Now I'm curious. I ask the user to tell me what she is using for her password.
User: Well, I know it needs at least one special character, so I used my middle name but put a dollar sign in place of the s, then the down-and-back arrow, and then the middle part of my phone number with an exclamation mark for the one.
Me: The down-and-back arrow?
User: Yeah. That's a special character, right?
Me: I'm not familiar with a down-and-back arrow. Do you mean one of the slashes?
User: No, the down-and-back arrow! On my keyboard, it's above the Shift key.
Me: <looks at keyboard> ... The Enter key?
User: Yeah, that one.
I was going to explain how pressing Enter was the same as telling the computer you were done entering your password, but I changed my mind. I just told her that the down-and-back arrow was not a valid special character for this system. She picked a new password and seems to be doing just fine now.
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