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"Kids Can't Use Computers" is now ten years old, and it's only gotten worse
(www.coding2learn.org)
this post was submitted on 10 Jul 2023
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I also ask "what have you tried so far" mostly because too many times I get into troubleshooting and then discover that they've created a new problem while doing their own troubleshooting. (Like one time they plugged in a second cable between two switches - good god was that hard to troubleshoot remotely)