One user had login problems when I asked him to make sure I had transferred all the documents that he needed. He had forgotten his password. So I logged on to the domain and set it up so that the password would be required to be changed on the next login. Then I logged out and got him to the password change screen.
I explained that he was to set up a new password. To do that, he was to enter the password he wanted in the top field, and then enter it again, exactly the same way, in the bottom field.
He entered a password in the first box, then entered something in the second, and got a message that the passwords didn't match. I explained to him what happened and how to do it correctly, so he tried again. This time I noticed that he put his username in the new password box and typed his new password in the bottom box. Of course, the attempt failed.
He tried again -- same result. At this point, I asked if he would be comfortable sharing his new password with me so that I could type it in. He agreed, and I showed him what I was doing. We finally got his password changed and him logged in.
Later this same day, I set up another new computer and went through a similar process with another user. She too had a hard time understanding that she had to type her new password in twice, confirming it. At one point, out of frustration, she even pressed Cancel after finally entering the information correctly. We eventually got it right.
Keeping calm and polite (at least outwardly) and explaining things as basically and clearly as possible can be hard to do. But I remind myself that it's how I'd want it to be if it were me.
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