I've worked in IT for over 20 years and have run across some amazing experiences, with users and equipment alike. At the same time, I've learned a lesson or two about the small details in IT that aren't covered in the courses or, often, in the job description.
Persistence pays off
At one time, I worked in tech support for a large computer manufacturer. We got calls for a variety of problems, and we were encouraged to uphold a reputation of quality service. We never said no and never gave up, as long as the customer was willing to stay on the phone and help us troubleshoot.
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One day I received a call from a customer regarding a pair of systems that could not be powered on at the same time. Either system could be powered on, but not while the other was running. These systems were physically separated by several hundred feet, on separate power circuits.
After hours of troubleshooting, I wasn't getting any closer to the answer. I decided to step back and tackle another problem I'd noticed.
Both systems, which were identical, had the same model of internal DSL modem plugged into the same phone line. Having some DSL experience, I knew that the configuration would never work, as only one of the modems could sync on the line at a time, and having two would probably prevent either from syncing.
I synced one modem to a different phone line, then asked the customer to adjust the cords to plug into the correct phone lines. The customer did so, then excitedly said, "That did it!"
Unexpectedly, the original problem was fixed: Both systems had powered on.