Contact: Is There A Problem Here?: Contact

Showing posts with label Contact. Show all posts

20110904

Problem ID: 1088484084066274912
Entered by: Ben Simo

Who are you?

When someone sends me a Skype contact request, Skype Mobile appears to show me nothing more than the requester's Skype name and the default "Hello! Please add me to your Contact list." message. It offers options to Accept or Reject the request, but it gives me no option to see their profile information or chat with them to find out if they are someone I want to add as a contact.

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20110829

Problem ID: 6505022546456262844
Entered by: Ben Simo

Contact HP

I click the "Contact HP" link at the top-right of the HP SureSupply home page.

A new page opens and asks that I confirm my location before I continue. (I had just entered my location and language on the previous page.)

I click the "Submit" button to confirm my location.

I am returned to the HP SureSupply home page. I think I've been here before. ;)

What happens if I click "Contact HP" again?

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20110825

Problem ID: 8237310668572294034
Entered by: Anonymous

Not Seamless

If I have to contact a system administrator, it ain't seamless.

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20100216

Problem ID: 586599128031671234
Entered by: Ben Simo

Restriction Policy

"Both cash machines have a windows security error showing on screen #fail" - @aventureben

Instead of improving security, might this security restriction policy error potentially leave a customer's private information, and maybe even funds, open to the next person to come across the machine?

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20100124

Problem ID: 7117915253723892658
Entered by: Ben Simo

Find the stack trace in the HTML source?

Do developers of the Manfrotto web site really expect consumers looking at camera tripods and tripod heads to view the page source code and look for a stack trace to deal with errors? And why would a stack trace be output to the user in an HTML file and not be displayed without viewing the source?

How do I contact an administrator?

What is Jahia?

Why should I find a stack trace in source code to send to an unknown site manager if an email has been sent to an administrator?

Clicking the link to return to Jahia -- whatever that may be -- displays the following.

The Manfrotto web site developers must be thinking their photographer users are also web developers who are willing to investigate their software issues. Right? ;)

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20100102

Problem ID: 4678683467860058782
Entered by: Ben Simo

E 74

"ehhh this sucks I got the E74 xbox360 error" - revenuerobot

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20091230

Problem ID: 2168307173698043040
Entered by: Ben Simo

Please supply credentials for the account we failed to create

Tweeted by @hugo_dc.

We failed to create your account, but you may be asked to supply login credentials for the account we failed to create. What!?

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20091228

Problem ID: 4913312301677297934
Entered by: Ben Simo

Frustrated with headache

“our SOS quit working. the sql server is giving me errors uninstalled and reinstalled still same. @AOPHomeschool frustrated w/ headache now. here's the error in case someone out there can help me” - @mtdewlvr74

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Problem ID: 2224774962871648862
Entered by: Ben Simo

Irony Spike

Submitted by James Bach.

Yes, there was a problem viewing a YouTube video of an Is There A Problem Here? video in Google Reader in Firefox.

Contact the application's support team... Which application? Firefox? Google Reader? YouTube? Microsoft? Adobe/Macromedia?

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20090512

Problem ID: 6652492075109784676
Entered by: Ben Simo

Have them rectify this

I encountered this visiting a marketing site of a big software development and testing tool vendor.

Are visitor's to the site expected to know the webmaster? What is the support number?

It says "please" but has a demanding tone with a word like "immediately" in the instructions.

Who uses the word rectify on a marketing site?

I can easily rectify this by going to a competitor's site.

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20090306

Problem ID: 6386622763629019557
Entered by: Ben Simo

Timeout: Contact your administrator

Should every user really contact their administrator every time their session times out due to inactivity?

Here's a feature administrators are going to love: You timed out. Now, go pester your Quality Center administrator for no good reason.

What is an administrator to do other than get frustrated as they repeat "Log in again" to each timed out user that contacts them?

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20090302

Problem ID: 150606462872900479
Entered by: Ben Simo

versionPlease

An internal error occurred on your web site and I should upgrade my IE version and contact my administrator? I don't think so.

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20090224

Problem ID: 5734695422498151686
Entered by: Ben Simo

Quick, hide the computer before the cops come!

Back when I did software tutoring for new computer users, I got more repeat questions about this Windows 95/98 dialog than anything else.

Did I break the law? I didn't mean to do anything illegal. What did I do? Am I in trouble? Is Microsoft going to report me to the police? I'm afraid to use my computer. I don't want to be an accidental law breaker.

When software incorrectly leads users to believe they've done something illegal, I say there's a problem here.

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20090214

Problem ID: 5635318078363453077
Entered by: Ben Simo

Was part of my request completed?

What part of my multi-part request was not completed? We're my plane tickets purchased but no hotel reservations made? Was my credit card charged? My travel agent is a web site. Who do I call? Is it safe to use the browser back button?

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Usability Heuristics

• Visibility of system status Visibility of system status: The system should always keep users informed about what is going on, through appropriate feedback within reasonable time.

• Match between system and the real world Match between system and the real world: The system should speak the users' language, with words, phrases and concepts familiar to the user, rather than system-oriented terms. Follow real-world conventions, making information appear in a natural and logical order.

• User control and freedom User control and freedom: Users often choose system functions by mistake and will need a clearly marked "emergency exit" to leave the unwanted state without having to go through an extended dialogue. Support undo and redo.

• Consistency and standards Consistency and standards: Users should not have to wonder whether different words, situations, or actions mean the same thing. Follow platform conventions.

• Error prevention Error prevention: Even better than good error messages is a careful design which prevents a problem from occurring in the first place. Either eliminate error-prone conditions or check for them and present users with a confirmation option before they commit to the action.

• Recognition rather than recall Recognition rather than recall: Minimize the user's memory load by making objects, actions, and options visible. The user should not have to remember information from one part of the dialogue to another. Instructions for use of the system should be visible or easily retrievable whenever appropriate.

• Flexibility and efficiency of use Flexibility and efficiency of use: Accelerators -- unseen by the novice user -- may often speed up the interaction for the expert user such that the system can cater to both inexperienced and experienced users. Allow users to tailor frequent actions.

• Aesthetic and minimalist design Aesthetic and minimalist design: Dialogues should not contain information which is irrelevant or rarely needed. Every extra unit of information in a dialogue competes with the relevant units of information and diminishes their relative visibility.

• Help users recognize, diagnose, and recover from errors Help users recognize, diagnose, and recover from errors: Error messages should be expressed in plain language (no codes), precisely indicate the problem, and constructively suggest a solution.

• Help and documentation Help and documentation: Even though it is better if the system can be used without documentation, it may be necessary to provide help and documentation. Any such information should be easy to search, focused on the user's task, list concrete steps to be carried out, and not be too large.

Consistency Heuristics

-F amiliar Familiar: The product is not consistent with the pattern of any familiar problem.

E xplainable Explainable: The product is explainable.

W orld World: The product is consistent with the real world.

H istory History: The present version of the product is consistent with past versions of it.

I mage Image: The product is consistent with an image that the organization wants to project.

C omparable Products Comparable Products: The product is consistent with comparable systems.

C laims Claims: The product is consistent with what important people say it’s supposed to be.

U ser Expectations User Expectations: The product is consistent with what users want.

P roduct Product: Each element of the product is consistent with comparable elements in the same system.

P urpose Purpose: The product is consistent with its purposes, both explicit and implicit.

S tatutes Statutes: The product is consistent with applicable laws.

FAILURE Heuristics

F unctional Functional: The error detecting, reporting, and handling functions properly.

A ppropriate Appropriate: Errors are reported at the appropriate time in an appropriate manner.

I mpact Impact: The impact of the failure is communicated to those impacted.

L og Log: The error is appropriately logged; or not logged.

U ser Interface User Interface: The error is reported in the user interface in terms that the user understands.

R ecovery Recovery: The user is informed of what they need to do to recover from the error.

E motions Emotions: The error handling and reporting has a positive influence on user emotions.

Security Vulnerabilities

1. Injection Injection: Injection flaws occur when untrusted data is sent to an interpreter as part of a command. The attacker’s hostile data can trick the interpreter into executing unintended commands or accessing data without authorization.

2. Broken authentication and session management Broken authentication and session management: Application functions related to authentication and session management are often not implemented correctly, allowing attackers to compromise passwords, keys, or session tokens, or to exploit other implementation flaws to assume other users’ identities.

3. Cross-Site Scripting Cross-Site Scripting (XSS): XSS flaws occur whenever an application takes untrusted data and sends it to a web browser without proper validation or escaping. XSS allows attackers to execute scripts in the victim’s browser which can hijack user sessions, deface web sites, or redirect the user to malicious sites.

4. Insecure Direct Object References Insecure Direct Object References: A direct object reference occurs when a developer exposes a reference to an internal implementation object, such as a file, directory, or database key. Without an access control check or other protection, attackers can manipulate these references to gain unauthorized access to data.

5. Security Misconfiguration Security Misconfiguration: Good security requires having a secure configuration defined and deployed for the application, frameworks, application server, web server, database server, and platform. Secure settings should be defined, implemented, and maintained, as defaults are often insecure. Additionally, software should be kept up to date.

6. Sensitive Data Exposure Sensitive Data Exposure: Many web applications do not properly protect sensitive data, such as credit cards, tax IDs, and authentication credentials. Attackers may steal or modify such weakly protected data to conduct credit card fraud, identity theft, or other crimes. Sensitive data deserves extra protection such as encryption at rest or in transit, as well as special precautions when exchanged with the browser.

7. Missing Function Level Access Control Missing Function Level Access Control: Most web applications verify function level access rights before making that functionality visible in the UI. However, applications need to perform the same access control checks on the server when each function is accessed. If requests are not verified, attackers will be able to forge requests in order to access functionality without proper authorization.

8. Cross-Site Request Forgery Cross-Site Request Forgery (CSRF): A CSRF attack forces a logged-on victim’s browser to send a forged HTTP request, including the victim’s session cookie and any other automatically included authentication information, to a vulnerable web application. This allows the attacker to force the victim’s browser to generate requests the vulnerable application thinks are legitimate requests from the victim.

9. Using Components with Known Vulnerabilities Using Components with Known Vulnerabilities: Running software components with known vulnerabilities can compromise the vulnerable components and anything those components can access -- undermining defenses.

10. Unvalidated Redirects and Forwards Unvalidated Redirects and Forwards: Using untrusted data, without validation, to determine the destination of redirects and forwards can enable attackers to redirect victims to phisihing or malware sites.

Is There A Problem Here?

20110904

Who are you?

20110829

Contact HP

20110825

Not Seamless

20100216

Restriction Policy

20100124

Find the stack trace in the HTML source?

20100102

E 74

20091230

Please supply credentials for the account we failed to create

20091228

Frustrated with headache

Irony Spike

20090512

Have them rectify this

20090306

Timeout: Contact your administrator

20090302

versionPlease

20090224

Quick, hide the computer before the cops come!

20090214

Was part of my request completed?

Problem or no problem?

Usability Heuristics

Consistency Heuristics

FAILURE Heuristics

Security Vulnerabilities

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