> One slightly more generic tip is that your task isn't to to solve the maybe unsolvable thing; ... learn more about it, communicate expectations to those who care
I have to go through this at least once a week in my support role, knowing a problem does not have an obvious solution or that it might but we have yet to find it - and not being able to necessary say that to the user in those words - 'setting expectation' and 'communicate expectations to those who care.
Often I find that this is often 'good enough' for the short to medium term, get them back up and working as best you can, show that you understand the issue even if you don't know the solution.
I have to go through this at least once a week in my support role, knowing a problem does not have an obvious solution or that it might but we have yet to find it - and not being able to necessary say that to the user in those words - 'setting expectation' and 'communicate expectations to those who care.
Often I find that this is often 'good enough' for the short to medium term, get them back up and working as best you can, show that you understand the issue even if you don't know the solution.