Good to know there are things you can count on

This IT support pilot fish dreads Monday mornings. "They always, without fail, bring the oddest cases," he says. "There is just something that happens to people that arrive back and attempt to be productive while their brain is still sleeping in.

"A call came in from one of the users. Her email looked different from the screens that she had on Friday, she said. She was really concerned and thought she had done something wrong or downloaded something.

"The user's location was 20 minutes away, so we didn't want to send someone there to work on it, especially given that this sounded like a simple problem.

"We went through the usual troubleshooting questions -- did you do anything different this morning? do you have the laptop lid open? -- but all responses were as expected, without an anomaly. There should not have been a problem. We were stumped.

"The phone was silent for a few seconds. Then she said, 'Oops -- that was my Gmail account.'"

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