It's October 2009 and I have not posted here since last November LAST year. It's not that I have any more time today just that I feel guilty for not at least posting something. The summer went far too fast and the new school year is well under way.
Fix My PC 2 is keeping me very busy with new viruses and Trojans infecting machines every week. One of the most frequent questions I get from my customers is "I have an Antivirus so how come I still get these infections". My reply is simple, you have seat belts in your car, you have anti lock brakes and airbags but if you insist on driving off a cliff you will probably die. In the case of your computer if you allow your antivirus to do it's job, stay up to date with the latest virus definitions and respond appropriately when it pops up and tells you to act on a found infection you will keep your computer clean of these annoying, time consuming and ultimately expensive infections. I am still advocating the use of AVG Anti virus for my clients, and many times after removing Norton or McAfee not only will the PC run better but subsequent installation of AVG will find a Trojan or a Virus. This year I also had my first incident of a Mac virus and expect to see more as this platform becomes more popular. currently Symantec (Norton) is the only anti virus option I have found effective for Mac's
On October 22, 2009 Microsoft is releasing their new operating system, Windows 7. I have installed a trial copy and it is definitely an improvement over Windows Vista. They appear to have overcome the poor performance of the Vista systems and reduced a lot of those annoying warnings. Home networking is even simpler than Windows XP. However, I did not find the differences enough to justify changing from Windows XP but if you are currently running Windows Vista it is worth upgrading. Two caveats, one the cost of the upgrade is about $100 ($149 for a 3 PC family pack) and I mention this because Vista was SO bad I think Microsoft should be giving this away for FREE. Two, upgrades to operating systems NEVER work as well as a "clean install". This means backing up all your data, music, pictures and documents, wiping your hard drive clean, installing a fresh copy of Windows 7 only (rather than upgrading an exiting XP or Vista install) then reinstalling your programs (do you still have all those disks and or download install keys) and then finally copying your backed up files back to the PC. This is a lot of work.
Finally, I continue to see PC's (and Macs) that are not backed up! Today there is no excuse, local, remote or both it is so easy. For local backups on the Mac use the built-in Time Machine on systems 10.5 and above. For PC's checkout a similar product from Geniesoft called Timeline (genie-soft.com/Products/genie_timeline/default.html $35). Remote solutions are also very affordable, checkout Mozy (mozy.com) Dell Datasafe (dell.com/datasafe) and Carbonite (carbonite.com).
I will not leave it another year before I write again and until then.
Ctrl-Alt-Del.
Sunday, August 9, 2009
Tuesday, November 18, 2008
Your Identity - Gone Phishing - Let's hope not!
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Phishing - the practice of luring unsuspecting Internet users to a fake Web site by using authentic-looking email with the real organization's logo, in an attempt to steal passwords, financial or personal information, or introduce a virus attack; the creation of a Web site replica for fooling unsuspecting Internet users into submitting personal or financial information or passwords.
Sunday, October 5, 2008
IMPORTANCE OF BACKUPS
WARNING
These past two weeks I have had 8 service calls where the client's PC or laptop would not start-up properly. Some would simply not recognize the hard drive (the place where the operating system, the programs and your data is stored) and some would simply freeze with a blue screen with white text aka "The Blue screen of Death".
Until recently, I have been very successful in either repairing these "corrupted"
disks or, in the worse case, I have been able to retrieve the clients data before the drive gave up the ghost completely.
However, recently I have had 3 incidents where the hard drive was NOT recoverable and the client's pictures, music, financial data and documents were lost forever.
While I sympathize with these users I have to say that in today's environment of cheap storage there is NO excuse for not backing up your important files. If you are a recipient of my newsletter and are not backing up your computer data, no matter how insignificant you may feel it is, let this be a wake up call for you to act, and act now. I will state that "any PC that is more than 4 years old is at a high risk of it's hard drive failing". That is not to say that if you just bought a brand new PC or Mac that you are safe. The reason that manufacturers give a 90 day warranty is that the first 90 days of any electronic product is the period when it may experience what is termed "early life failure". That is the period during which, if a new product is going to fail, because of a manufacturing defect or weak component, it will most likely fail. Get past the first 90 days and you will be safe, at least from this effect. From 90 days to say 4 or 5 years, you are not totally out of the woods either, a local lightning strike, a can of Coke poured into the keyboard by your three year old or a malicious virus can wipe out your photographic, musical and written memories in an instant.
So, if I have not convinced you of the importance of backups by now you obviously don't drink milk and if you do you don't cry when you spill it, if you get my gist.
If on the other hand I have convinced you to install a backup system, what should you do?
Local and Remote Options
First of all there are two major types of backup. The first is a "local" back up, in other words a device that somehow attaches to your computer and receives a copy of all the important data on it. This device is either next to your computer or at least in the same house as your computer so, in the event of any type of computer or hard drive failure you would have a backup. However, as I tell all my clients, in the event that you have a fire, the last thing you would do is to grab the computer or it's back up device as you are running out the door. Which brings us to the other type of backup device, the "remote" backup. This type of backup, which until recently was only available and affordable to corporate users, is now very affordable and easy to install for the individual. This is a backup system that relies on your Internet connection and backs up important files that you specify while the computer is not being used for anything else. Choosing the remote backup pretty much negates the need for a local back up in many cases.
Personally, I like the idea that I can locally recover an accidentally deleted file without downloading a complete back up from my remote back up vendor, so I maintain both. For most people that choose the remote backup option, it is enough and the small cost per month will be about equal to the cost of a local backup device and software amortized over say a couple of years.
Local Backup Options
So what are your options for each type? Well there are many and it can be confusing.
Let's first look at local backups. On the latest Apple iMacs or MacBooks running Leopard or Mac OS Version 10.5 you simply plug in a network attached or local USB drive and the Apple "Time Machine" will prompt you into backup heaven. For the rest of us we fall into one of two categories, a single PC user or a household with multiple PC's and laptops on a wired or wireless network. For the single PC house a simple USB attached external hard drive with equally simple "set it and forget it" software is the best solution. I cannot stress enough, you must have an automated backup software solution otherwise you WILL forget to manually backup on a regular basis and then you might as well just attach a brick to your PC. Any external hard drive will do the trick although I am partial to Seagate as a manufacturer. The software I use all the time is "Second copy" by Centered Systems. This award winning backup software is simple, reliable and costs just $30. If you really want simple, there is a PC product called "Click Free Easy Backup". It is an external hard drive with automatically loading backup software. You simply plug it in and it does the rest and for $180 for 180 Gigabytes it is the easiest way to achieve peace of mind. ( I have this in stock if you want to purchase it). If you have more than one PC or Mac and you are networked, in other words your computers all share the same Internet connection through a Router, then you might consider a shared standalone backup device that attaches to your wired or wireless network known as a "Network Attached Storage" or NAS for short. These devices are simple computers in their own right but are managed through a simple interface program that you run from one of your existing computers. They come in various flavors and configurations and require a little understanding of networks to set up properly. The Apple "Time Capsule"
is an all singing all dancing unit that also replaces your existing router. It comes in two sizes, 500 Gigabytes and 1000 Gigabytes or 1 Terabyte, priced at $300 and $400 respectively. Modern (Leopard) Mac's automatically back up to the Time capsule using the built-in "Time Machine" software. To back up automatically from your PC's you would need to add additional software like "second Copy". LinkSys, Netgear and ZyXEL are just some of the manufacturers of NAS units. Most of these units do come without the storage hard drives which you have to add. Although this does require a little more understanding, it does give you more flexibility as well as the ability to simply swap a drive if it goes bad. Most units support fully redundant (RAID) drive systems. This means if a drive goes bad there is a second "Mirror" running avoiding any lost data or downtime.
Remote Backup Options
Remote backups are becoming more and more affordable and hence more popular. They are all subscription based and their cost is based on how much you want to backup.
In fact if you back up requirements are 2 Gigabytes (a Gigabyte is 1024 million bytes, about 500 digital photographs or 300 iTune songs) or less then the two companies I am about to mention currently offer FREE backups up to a total of 2 Gigabytes.
To activate you simply download their software, install and configure, simply a matter of deciding what you want to back up, how frequently to do it and at what time of day. Mozy, www.mozy.com, is an EMC company which has been around for decades and offers unlimited back up from a single PC for just $4.95 a month. For those who want to spend less and have less to back up, Dell Data Safe, www.dell.com/datasafe provides a prorated service starting at just $30 per year for up to 10 Gigabytes of back up. Both these companies encrypt your data before sending your information over the Internet to protect your privacy.
Finally, and although not strictly designed as a backup system there is a free service run by Microsoft called FolderShare, www.foldershare.com. As the name suggests you can share folders with other computers that have Internet access. For example, if you have a home PC and a remote Office PC that you are able to configure (i.e. your own business), you can create a FolderShare account and synchronize data folders between them. This not only ensures your most recent work is always available to you, but automatically gives you a remote backup.
Finally,
I hope I have convinced you that backing up your computer is not only essential but very inexpensive. Digital photographs of your children or those special vacations and events can never be reproduced. Music documents and financial data are just going to cost you time aggravation and money. Act now and if you need help deciding or implementing the best solution for you please feel free to call me call me for a consult.
Until then Ctrl-Alt-Del,
Steve Holder
Fix My PC 2, llc
These past two weeks I have had 8 service calls where the client's PC or laptop would not start-up properly. Some would simply not recognize the hard drive (the place where the operating system, the programs and your data is stored) and some would simply freeze with a blue screen with white text aka "The Blue screen of Death".
Until recently, I have been very successful in either repairing these "corrupted"
disks or, in the worse case, I have been able to retrieve the clients data before the drive gave up the ghost completely.
However, recently I have had 3 incidents where the hard drive was NOT recoverable and the client's pictures, music, financial data and documents were lost forever.
While I sympathize with these users I have to say that in today's environment of cheap storage there is NO excuse for not backing up your important files. If you are a recipient of my newsletter and are not backing up your computer data, no matter how insignificant you may feel it is, let this be a wake up call for you to act, and act now. I will state that "any PC that is more than 4 years old is at a high risk of it's hard drive failing". That is not to say that if you just bought a brand new PC or Mac that you are safe. The reason that manufacturers give a 90 day warranty is that the first 90 days of any electronic product is the period when it may experience what is termed "early life failure". That is the period during which, if a new product is going to fail, because of a manufacturing defect or weak component, it will most likely fail. Get past the first 90 days and you will be safe, at least from this effect. From 90 days to say 4 or 5 years, you are not totally out of the woods either, a local lightning strike, a can of Coke poured into the keyboard by your three year old or a malicious virus can wipe out your photographic, musical and written memories in an instant.
So, if I have not convinced you of the importance of backups by now you obviously don't drink milk and if you do you don't cry when you spill it, if you get my gist.
If on the other hand I have convinced you to install a backup system, what should you do?
Local and Remote Options
First of all there are two major types of backup. The first is a "local" back up, in other words a device that somehow attaches to your computer and receives a copy of all the important data on it. This device is either next to your computer or at least in the same house as your computer so, in the event of any type of computer or hard drive failure you would have a backup. However, as I tell all my clients, in the event that you have a fire, the last thing you would do is to grab the computer or it's back up device as you are running out the door. Which brings us to the other type of backup device, the "remote" backup. This type of backup, which until recently was only available and affordable to corporate users, is now very affordable and easy to install for the individual. This is a backup system that relies on your Internet connection and backs up important files that you specify while the computer is not being used for anything else. Choosing the remote backup pretty much negates the need for a local back up in many cases.
Personally, I like the idea that I can locally recover an accidentally deleted file without downloading a complete back up from my remote back up vendor, so I maintain both. For most people that choose the remote backup option, it is enough and the small cost per month will be about equal to the cost of a local backup device and software amortized over say a couple of years.
Local Backup Options
So what are your options for each type? Well there are many and it can be confusing.
Let's first look at local backups. On the latest Apple iMacs or MacBooks running Leopard or Mac OS Version 10.5 you simply plug in a network attached or local USB drive and the Apple "Time Machine" will prompt you into backup heaven. For the rest of us we fall into one of two categories, a single PC user or a household with multiple PC's and laptops on a wired or wireless network. For the single PC house a simple USB attached external hard drive with equally simple "set it and forget it" software is the best solution. I cannot stress enough, you must have an automated backup software solution otherwise you WILL forget to manually backup on a regular basis and then you might as well just attach a brick to your PC. Any external hard drive will do the trick although I am partial to Seagate as a manufacturer. The software I use all the time is "Second copy" by Centered Systems. This award winning backup software is simple, reliable and costs just $30. If you really want simple, there is a PC product called "Click Free Easy Backup". It is an external hard drive with automatically loading backup software. You simply plug it in and it does the rest and for $180 for 180 Gigabytes it is the easiest way to achieve peace of mind. ( I have this in stock if you want to purchase it). If you have more than one PC or Mac and you are networked, in other words your computers all share the same Internet connection through a Router, then you might consider a shared standalone backup device that attaches to your wired or wireless network known as a "Network Attached Storage" or NAS for short. These devices are simple computers in their own right but are managed through a simple interface program that you run from one of your existing computers. They come in various flavors and configurations and require a little understanding of networks to set up properly. The Apple "Time Capsule"
is an all singing all dancing unit that also replaces your existing router. It comes in two sizes, 500 Gigabytes and 1000 Gigabytes or 1 Terabyte, priced at $300 and $400 respectively. Modern (Leopard) Mac's automatically back up to the Time capsule using the built-in "Time Machine" software. To back up automatically from your PC's you would need to add additional software like "second Copy". LinkSys, Netgear and ZyXEL are just some of the manufacturers of NAS units. Most of these units do come without the storage hard drives which you have to add. Although this does require a little more understanding, it does give you more flexibility as well as the ability to simply swap a drive if it goes bad. Most units support fully redundant (RAID) drive systems. This means if a drive goes bad there is a second "Mirror" running avoiding any lost data or downtime.
Remote Backup Options
Remote backups are becoming more and more affordable and hence more popular. They are all subscription based and their cost is based on how much you want to backup.
In fact if you back up requirements are 2 Gigabytes (a Gigabyte is 1024 million bytes, about 500 digital photographs or 300 iTune songs) or less then the two companies I am about to mention currently offer FREE backups up to a total of 2 Gigabytes.
To activate you simply download their software, install and configure, simply a matter of deciding what you want to back up, how frequently to do it and at what time of day. Mozy, www.mozy.com, is an EMC company which has been around for decades and offers unlimited back up from a single PC for just $4.95 a month. For those who want to spend less and have less to back up, Dell Data Safe, www.dell.com/datasafe provides a prorated service starting at just $30 per year for up to 10 Gigabytes of back up. Both these companies encrypt your data before sending your information over the Internet to protect your privacy.
Finally, and although not strictly designed as a backup system there is a free service run by Microsoft called FolderShare, www.foldershare.com. As the name suggests you can share folders with other computers that have Internet access. For example, if you have a home PC and a remote Office PC that you are able to configure (i.e. your own business), you can create a FolderShare account and synchronize data folders between them. This not only ensures your most recent work is always available to you, but automatically gives you a remote backup.
Finally,
I hope I have convinced you that backing up your computer is not only essential but very inexpensive. Digital photographs of your children or those special vacations and events can never be reproduced. Music documents and financial data are just going to cost you time aggravation and money. Act now and if you need help deciding or implementing the best solution for you please feel free to call me call me for a consult.
Until then Ctrl-Alt-Del,
Steve Holder
Fix My PC 2, llc
Tuesday, September 16, 2008
The Problem with Mac's
I like the Apple line of products, first it's designed in Cupertino California in the good ole USA, even though it's manufactured just about everywhere else in the world but here, and no matter how much a fan you may be of Microsoft Windows the Mac user interface has never been surpassed by any other operating system. Also, once you have your Macbook or iMac set up with all the peripherals you need and the software you use is installed, it's about as stable a product as you will find anywhere. The reason is the Mac operating system is UNIX based (means very robust) and will hardly ever crash or stop working. However, if after a couple of years you decide to add a new software package or external device to your Mac then this is where your troubles could begin.
So basically any software that "needs" to be updated, like tax programs, financial software or programs that are still under development may cause you major problems. I think that part of the reason is that Apple computers are still in the minority and also Apple does make fairly frequent updates to it's operating system so software companies that write software for Apple computers not only will not see as large a return on these Mac versions but they quickly find they have problems when Apple decides to update their operating system.
I was recently reminded of the problems with a fiasco that panned out at one of my recent clients. My customer, had been given an iMac by his daughter a couple of years ago. At that time the operating system was version 10.3.9 and the CPU or the "brain" of the computer was a Motorola Power PC chip. Now this customer, new to the computer, wanted to write his biography but not being a typist asked if there was any other way to enter the text. So having installed many "Dragon Naturally Speaking" software packages on regular PC's I went to their web site where I found a Mac version that stated it ran on Mac Operating system version 10.3. Great, so I obtained a copy for the customer. Now you have to understand that these older dictation software packages took hours of personal commitment to "train" the computer into recognizing your particular voice and speaking style and this customer I know put hours into this exercise. However when he clicked the button to analyze his hours of speaking the software promptly crashed.
Upon calling the company they sadly told me that the Mac version only worked on Mac Operating systems up to version 10.3.6. Now that stinks! But wait it is not over yet... Okay so during this "learning" exercise I discussed with the same client applications that can be used to put his book together, applications that can format and flow text and graphics that eventually can be sent to a printer. In the publishing industry the two main players are Quark and Adobe. After some research we opted for "InDesign C3" by Adobe only to find that the minimum Mac Operating System required is version 10.4. So the bottom line was that his iMac was too new for one piece of software and too old for another.
Finally there is another company that has released an acclaimed dictation software for the later version Macs and using the same core technology as "Dragon Naturally Speaking". However, go to their web site and they will quickly tell you that their software only works on Macs with Intel Multi-Core processors.. you will recall my client's Mac is a Power PC. He ended up buying a new iMac for about $1500. So the next time someone raves about the Mac and Apple products remember nothing in this world is perfect and when it is we won't need computers anyway.
By the way I run a Mac mini, and I love it, but there again I love all computers.
So if you need help with your PC or a Mac just give me a call.
Until then Ctrl - Alt - Delete
Steve Holder
Office: (201) 652-7108
Mobile: (201) 294-8355
P.O. Box 462
Paramus, NJ 07653-0462
So basically any software that "needs" to be updated, like tax programs, financial software or programs that are still under development may cause you major problems. I think that part of the reason is that Apple computers are still in the minority and also Apple does make fairly frequent updates to it's operating system so software companies that write software for Apple computers not only will not see as large a return on these Mac versions but they quickly find they have problems when Apple decides to update their operating system.
I was recently reminded of the problems with a fiasco that panned out at one of my recent clients. My customer, had been given an iMac by his daughter a couple of years ago. At that time the operating system was version 10.3.9 and the CPU or the "brain" of the computer was a Motorola Power PC chip. Now this customer, new to the computer, wanted to write his biography but not being a typist asked if there was any other way to enter the text. So having installed many "Dragon Naturally Speaking" software packages on regular PC's I went to their web site where I found a Mac version that stated it ran on Mac Operating system version 10.3. Great, so I obtained a copy for the customer. Now you have to understand that these older dictation software packages took hours of personal commitment to "train" the computer into recognizing your particular voice and speaking style and this customer I know put hours into this exercise. However when he clicked the button to analyze his hours of speaking the software promptly crashed.
Upon calling the company they sadly told me that the Mac version only worked on Mac Operating systems up to version 10.3.6. Now that stinks! But wait it is not over yet... Okay so during this "learning" exercise I discussed with the same client applications that can be used to put his book together, applications that can format and flow text and graphics that eventually can be sent to a printer. In the publishing industry the two main players are Quark and Adobe. After some research we opted for "InDesign C3" by Adobe only to find that the minimum Mac Operating System required is version 10.4. So the bottom line was that his iMac was too new for one piece of software and too old for another.
Finally there is another company that has released an acclaimed dictation software for the later version Macs and using the same core technology as "Dragon Naturally Speaking". However, go to their web site and they will quickly tell you that their software only works on Macs with Intel Multi-Core processors.. you will recall my client's Mac is a Power PC. He ended up buying a new iMac for about $1500. So the next time someone raves about the Mac and Apple products remember nothing in this world is perfect and when it is we won't need computers anyway.
By the way I run a Mac mini, and I love it, but there again I love all computers.
So if you need help with your PC or a Mac just give me a call.
Until then Ctrl - Alt - Delete
Steve Holder
Office: (201) 652-7108
Mobile: (201) 294-8355
P.O. Box 462
Paramus, NJ 07653-0462
If you ever felt stupid read this...
This has to be one of the funniest things in a long time. I think this guy should have been promoted, not fired. This is a true story from the WordPerfect Helpline, which was transcribed from a recording monitoring the customer care department. Needless to say the Help Desk employee was fired; however, he/she is currently suing the WordPerfect organization for 'Termination without Cause.'
Actual dialogue of a former WordPerfect Customer Support employee.
(Now I know why they record these conversations!):
Operator: 'Ridge Hall, computer assistance; may I help you?'
Caller: 'Yes, well, I'm having trouble with WordPerfect.'
Operator: 'What sort of trouble??'
Caller: 'Well, I was just typing along, and all of a sudden the words went away.'
Operator: 'Went away?'
Caller: 'They disappeared'
Operator: 'Hmm. So what does your screen look like now?'
Caller: 'Nothing.'
Operator: 'Nothing??'
Caller: 'It's blank; it won't accept anything when I type.'
Operator: 'Are you still in WordPerfect, or did you get out?'
Caller: 'How do I tell?'
Operator: 'Can you see the 'C: prompt' on the screen?'
Caller: 'What's a sea-prompt?'
Operator: 'Never mind, can you move your cursor around the screen?'
Caller: 'There isn't any cursor; I told you, it won't accept anything I type.'
Operator: 'Does your monitor have a power indicator??'
Caller: 'What's a monitor?'
Operator: 'It's the thing with the screen on it that looks like a TV. Does it have a little light that
tells you when it's on?'
Caller: 'I don't know.'
Operator: 'Well, then look on the back of the monitor and find where the power cord goes into it. Can you see that??'
Caller: 'Yes, I think so.'
Operator: 'Great. Follow the cord to the plug, and tell me if it's plugged into the wall.
Caller: 'Yes, it is.'
Operator: 'When you were behind the monitor, did you notice that there were two cables plugged into the back of it, not just one? '
Caller: 'No.'
Operator: 'Well, there are. I need you to look back there again and find the other cable.'
Caller: 'Okay, here it is.'
Operator: 'Follow it for me, and tell me if it's plugged securely into the back of your computer.'
Caller: 'I can't reach.'
Operator: 'OK. Well, can you see if it is?'
Caller: 'No.'
Operator: 'Even if you maybe put your knee on something and lean way over?'
Caller: 'Well, it's not because I don't have the right angle -- it's because it's dark.'
Operator: 'Dark?'
Caller: 'Yes - the office light is off, and the only light I have is coming in from the window.'
Operator: 'Well, turn on the office light then.'
Caller: 'I can't.'
Operator: 'No? Why not?'
Caller: 'Because there's a power failure.'
Operator: 'A power .... A power failure? Aha. Okay, we've got it licked now. Do you still have the boxes and manuals and packing stuff that your computer came in?'
Caller: 'Well, yes, I keep them in the closet.'
Operator: 'Good. Go get them, and unplug your system and pack it up just like it was when you got it. Then take it back to the store you bought it from.'
Caller: 'Really? Is it that bad?'
Operator: 'Yes, I'm afraid it is.'
Caller: 'Well, all right then, I suppose. What do I tell them?'
Operator: 'Tell them you're too damned stupid to own a computer!'
Actual dialogue of a former WordPerfect Customer Support employee.
(Now I know why they record these conversations!):
Operator: 'Ridge Hall, computer assistance; may I help you?'
Caller: 'Yes, well, I'm having trouble with WordPerfect.'
Operator: 'What sort of trouble??'
Caller: 'Well, I was just typing along, and all of a sudden the words went away.'
Operator: 'Went away?'
Caller: 'They disappeared'
Operator: 'Hmm. So what does your screen look like now?'
Caller: 'Nothing.'
Operator: 'Nothing??'
Caller: 'It's blank; it won't accept anything when I type.'
Operator: 'Are you still in WordPerfect, or did you get out?'
Caller: 'How do I tell?'
Operator: 'Can you see the 'C: prompt' on the screen?'
Caller: 'What's a sea-prompt?'
Operator: 'Never mind, can you move your cursor around the screen?'
Caller: 'There isn't any cursor; I told you, it won't accept anything I type.'
Operator: 'Does your monitor have a power indicator??'
Caller: 'What's a monitor?'
Operator: 'It's the thing with the screen on it that looks like a TV. Does it have a little light that
tells you when it's on?'
Caller: 'I don't know.'
Operator: 'Well, then look on the back of the monitor and find where the power cord goes into it. Can you see that??'
Caller: 'Yes, I think so.'
Operator: 'Great. Follow the cord to the plug, and tell me if it's plugged into the wall.
Caller: 'Yes, it is.'
Operator: 'When you were behind the monitor, did you notice that there were two cables plugged into the back of it, not just one? '
Caller: 'No.'
Operator: 'Well, there are. I need you to look back there again and find the other cable.'
Caller: 'Okay, here it is.'
Operator: 'Follow it for me, and tell me if it's plugged securely into the back of your computer.'
Caller: 'I can't reach.'
Operator: 'OK. Well, can you see if it is?'
Caller: 'No.'
Operator: 'Even if you maybe put your knee on something and lean way over?'
Caller: 'Well, it's not because I don't have the right angle -- it's because it's dark.'
Operator: 'Dark?'
Caller: 'Yes - the office light is off, and the only light I have is coming in from the window.'
Operator: 'Well, turn on the office light then.'
Caller: 'I can't.'
Operator: 'No? Why not?'
Caller: 'Because there's a power failure.'
Operator: 'A power .... A power failure? Aha. Okay, we've got it licked now. Do you still have the boxes and manuals and packing stuff that your computer came in?'
Caller: 'Well, yes, I keep them in the closet.'
Operator: 'Good. Go get them, and unplug your system and pack it up just like it was when you got it. Then take it back to the store you bought it from.'
Caller: 'Really? Is it that bad?'
Operator: 'Yes, I'm afraid it is.'
Caller: 'Well, all right then, I suppose. What do I tell them?'
Operator: 'Tell them you're too damned stupid to own a computer!'
Monday, July 21, 2008
“Help my Internet is down!”
“Help my Internet is down!” I hear it all the time… technology takes time to stabilize and I am sure that eventually not being “connected” will be a thing of the past or at the very least a rarity. I know I am going to regret saying this but I have had Verizon FIOS for over a year now and it has NEVER gone down. Verizon have had their share of problems with failing Actiontec Wireless routers, but I think they have now resolved that issue. I have been asked more than once ”how long should a router last?” It's a strange question because in a perfect world these totally electronic devices “should” last forever but they don't and I replace 1 per week on average. “In a perfect world” is the key here, I can tell you that in most cases customers are not using a good “surge suppressing” power strip. Spend at least $30 on one of these power strips from a company like Belkin and it will pay for itself.
On the subject of Verizon FIOS, I, like many of you, signed up for the $99 TV, Phone and Internet package a little over a year ago. Since my year was up my June bill went up by a whopping 45%. However a quick call to Verizon and my agreement to stay with Verizon for another 2 years brought my costs back down to within a couple of dollars of the original promo price. So call, it is worth it.
So what can YOU do today when you have no Internet? Well there are a few simple tests and procedures that you can perform and in many cases will get you back on line. The following is broken down based on the type of Internet connection you have.
DSL (In our area Verizon, AT&T, Earthlink and AOL provide DSL service)
DO NOT PRESS THE HIDDEN RED RESET BUTTON AS IT WILL RESULT IN LOSS OF ACCOUNT NAME AND PASSWORDS ESSENTIAL TO ACCESS THE INTERNET VIA DSL.
DSL stands for “Digital Subscriber Line” and is based on a technology that sends high speed data down the same wire used for your “Plain Old Telephone System” (POTS). As with all diagnostic procedures you have to remember that it “was” working and so either someone changed something or something has broken. First check that nothing has been added to the phone line, a new phone, a fax or someone removed the in-line filter on one of the phones. No changes? Okay now go find the DSL Modem/Router, usually a small black, cream or silver box with a phone line plugged into it and another cable connecting it to your computer. These devices have multiple indicator lights on them. First check you have the power light on and if not, make sure the device is powered on. Next check the Ethernet or USB light and if you don't have either check your connection to the computer.
Now check the DSL light, it should be on and NOT flashing. If it is off check you have a phone line plugged into the device and that there is a dial tone on the phone line. If the light flashes slow then fast then slow again this means the DSL signal is not strong enough to pass high speed data. Pick up any phone on the same line and make sure there is no “crackling” on the line “behind” the dial tone sound. If there is call your telephone and DSL provider.
Finally if the previous 3 lights are lit but the Internet light is not, then power cycle the device by unplugging and plugging in or, if the device has one, use the power switch. This is usually a rocker switch. Wait 1 minute and if you still do not have the Internet light lit or access to the Internet call your DSL provider.
DO NOT PRESS THE HIDDEN RED RESET BUTTON AS IT WILL RESULT IN LOSS OF ACCOUNT NAME AND PASSWORDS ESSENTIAL TO ACCESS THE INTERNET VIA DSL.
CABLE (In our area called Optonline, and provided solely by Cablevision)
The cable Internet system uses the same cable used to provide you with a television signal to connect you to the Internet. If you have no Internet check that no one has changed anything like an additional set top box, or TV. Check no one has changed or added devices to the cable splitters that distributes the cable throughout your house. It is highly recommended that the “Cable Modem” (a black or cream device with indicator lights) be connected to the first two way splitter as the cable enters your home. The more splitters present before the cable modem, the weaker the signal and the more likely you will have problems. If you purchased phone service from the cable company you can also pick up a house phone and check for a dial tone. If you have dial tone restart your computer and check the connection between the cable modem and the computer. If you still do not have Internet connection ensure the indicator lights on the cable modem are illuminated. Power, Sync (or Internet) and Ethernet should all be lit. You can try power cycling the cable modem but wait for the sync light to go solid before trying the Internet again. NOTE: If you change the computer or router attached to a cable modem you must power cycle the cable modem after each change. Leave the modem off for 30 seconds each time you power cycle.
FIOS (In our area provided solely by Verizon)
Verizon FIOS (FIber Optic Service) is a new medium that utilizes an optical fiber about the thickness of a human hair to deliver TV, phone service and Internet via transmission of light through an optical fiber. When the fiber arrives at your home an electronic box converts the light of various frequencies (colors) into a TV cable signal, Telephone signal and Internet signal. All these signals are distributed within your home using conventional copper wire methods. The Internet signal is sent via ether TV cable or Ethernet to a router. Although it is rare to have problems with FIOS you will from time to time have to power cycle the router.
DO NOT PRESS THE HIDDEN RED RESET BUTTON AS IT MAY RESULT IN LOSS OF ESSENTIAL SETTINGS THAT ARE REQUIRED FOR PROPER OPERATION.
If power cycling the router (Black Actiontec box or others) does not resolve the loss of Internet connectivity, check you have TV and of phone service. If your TV and or Phone are working you may have a defective router and you should call Verizon FIOS support.
Summary
These high speed network connections to your home are complex and problems are not often easy to fix. In general you need to be methodical and patient and remember the problem may not be in your house, so if you know a neighbor that uses the same provider, speak to them to see if they have an Internet connection.
If all else fails, call your provider and if that becomes too frustrating for you I am always here to help.
Until then, Ctrl - Alt - Delete
On the subject of Verizon FIOS, I, like many of you, signed up for the $99 TV, Phone and Internet package a little over a year ago. Since my year was up my June bill went up by a whopping 45%. However a quick call to Verizon and my agreement to stay with Verizon for another 2 years brought my costs back down to within a couple of dollars of the original promo price. So call, it is worth it.
So what can YOU do today when you have no Internet? Well there are a few simple tests and procedures that you can perform and in many cases will get you back on line. The following is broken down based on the type of Internet connection you have.
DSL (In our area Verizon, AT&T, Earthlink and AOL provide DSL service)
DO NOT PRESS THE HIDDEN RED RESET BUTTON AS IT WILL RESULT IN LOSS OF ACCOUNT NAME AND PASSWORDS ESSENTIAL TO ACCESS THE INTERNET VIA DSL.
DSL stands for “Digital Subscriber Line” and is based on a technology that sends high speed data down the same wire used for your “Plain Old Telephone System” (POTS). As with all diagnostic procedures you have to remember that it “was” working and so either someone changed something or something has broken. First check that nothing has been added to the phone line, a new phone, a fax or someone removed the in-line filter on one of the phones. No changes? Okay now go find the DSL Modem/Router, usually a small black, cream or silver box with a phone line plugged into it and another cable connecting it to your computer. These devices have multiple indicator lights on them. First check you have the power light on and if not, make sure the device is powered on. Next check the Ethernet or USB light and if you don't have either check your connection to the computer.
Now check the DSL light, it should be on and NOT flashing. If it is off check you have a phone line plugged into the device and that there is a dial tone on the phone line. If the light flashes slow then fast then slow again this means the DSL signal is not strong enough to pass high speed data. Pick up any phone on the same line and make sure there is no “crackling” on the line “behind” the dial tone sound. If there is call your telephone and DSL provider.
Finally if the previous 3 lights are lit but the Internet light is not, then power cycle the device by unplugging and plugging in or, if the device has one, use the power switch. This is usually a rocker switch. Wait 1 minute and if you still do not have the Internet light lit or access to the Internet call your DSL provider.
DO NOT PRESS THE HIDDEN RED RESET BUTTON AS IT WILL RESULT IN LOSS OF ACCOUNT NAME AND PASSWORDS ESSENTIAL TO ACCESS THE INTERNET VIA DSL.
CABLE (In our area called Optonline, and provided solely by Cablevision)
The cable Internet system uses the same cable used to provide you with a television signal to connect you to the Internet. If you have no Internet check that no one has changed anything like an additional set top box, or TV. Check no one has changed or added devices to the cable splitters that distributes the cable throughout your house. It is highly recommended that the “Cable Modem” (a black or cream device with indicator lights) be connected to the first two way splitter as the cable enters your home. The more splitters present before the cable modem, the weaker the signal and the more likely you will have problems. If you purchased phone service from the cable company you can also pick up a house phone and check for a dial tone. If you have dial tone restart your computer and check the connection between the cable modem and the computer. If you still do not have Internet connection ensure the indicator lights on the cable modem are illuminated. Power, Sync (or Internet) and Ethernet should all be lit. You can try power cycling the cable modem but wait for the sync light to go solid before trying the Internet again. NOTE: If you change the computer or router attached to a cable modem you must power cycle the cable modem after each change. Leave the modem off for 30 seconds each time you power cycle.
FIOS (In our area provided solely by Verizon)
Verizon FIOS (FIber Optic Service) is a new medium that utilizes an optical fiber about the thickness of a human hair to deliver TV, phone service and Internet via transmission of light through an optical fiber. When the fiber arrives at your home an electronic box converts the light of various frequencies (colors) into a TV cable signal, Telephone signal and Internet signal. All these signals are distributed within your home using conventional copper wire methods. The Internet signal is sent via ether TV cable or Ethernet to a router. Although it is rare to have problems with FIOS you will from time to time have to power cycle the router.
DO NOT PRESS THE HIDDEN RED RESET BUTTON AS IT MAY RESULT IN LOSS OF ESSENTIAL SETTINGS THAT ARE REQUIRED FOR PROPER OPERATION.
If power cycling the router (Black Actiontec box or others) does not resolve the loss of Internet connectivity, check you have TV and of phone service. If your TV and or Phone are working you may have a defective router and you should call Verizon FIOS support.
Summary
These high speed network connections to your home are complex and problems are not often easy to fix. In general you need to be methodical and patient and remember the problem may not be in your house, so if you know a neighbor that uses the same provider, speak to them to see if they have an Internet connection.
If all else fails, call your provider and if that becomes too frustrating for you I am always here to help.
Until then, Ctrl - Alt - Delete
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