I'll never escape.......

I work in a helpdesk group, recently promoted to Tier 2. We have one large client in particular that is an absolute mess, the previous admins really screwed the pooch at virtually ever office (over 100 offices). Today I picked up a ticket that had been escalated to us from Tier 1, subject "Scanner not working".

Call the user, spend 10 minutes figuring out that the scanner in question is for IDs and other card type items. As I feared, this scanner interfaces with the EMR system that runs on Java in Internet Explorer.

Another 5 minutes pass before the user is able to express what the scanner is supposed to do. It's supposed to scan both sides of the card, but it only scans one.

My sisters in Christ, I will not say how long I spent frantically googling. Eventually, I despaired and called my team lead. Literally a split second after I share my screen to demonstrate the issue, I see it. There in the print dialogue is a setting for simplex or duplex. For those not in the know, in the context of printers and scanners this means one-sided or double-sided. I set it to duplex and lo and behold, it scans both sides.

Relieved, I inform the user that the issue has been fixed, and demonstrate the setting in question. But I truly fear that I will never escape the bane of printers and scanners.......