Triona's Tech Tips

Since the 1980s I’ve been fixing computers that won’t start up, won’t print, or can’t find files. The Internet adds an extra level of complexity, but we’re still facing the same basic tech support problems.

1. Your computer won’t start up.
There are three possibilities: your computer isn’t getting any power, it can’t find the hard drive, or there’s something wrong with your system software. The latter is by far the most common, and may be the result of a virus, a program conflict, or just bad luck.

First, try powering your computer down. If it doesn’t start up, follow the prompts on the screen. But don’t expect your PC to work properly in Safe Mode, which is meant as a diagnostic tool only. Once you’re in you need to find what caused the error and fix it. Likely suspects are new programs or devices. Run your virus scanner not just once, but several times. If your startup failure is caused by a virus you may need a tool like Malwarebytes to get rid of it completely. Reboot several times to make sure things are working, and make an immediate backup (but don’t overwrite the old one in case you still need it).

2. You can’t print.
Once again, three possibilities: the printer has no power, it’s not connected to the computer, or there’s a software error. Let’s assume you’ve tried rebooting and you’ve checked the cables. If you’ve printed successfully in the past, then it’s probably a problem with the software or file. Try a different file as well as a different program. You can look up any error messages or misbehavior on the printer’s support site. As a last resort you can unplug your printer, remove its software, and reinstall according to manufacturer instructions.

3. Your data is missing.
The default directory for Windows XP files is My Documents. In Vista and Windows 7 it’s Documents, as it is for Mac users. But this is just the default location; files can be saved almost anywhere. If your file or folder isn’t where you expect, try searching for it by name or date.

What if all your data is gone? If your desktop also looks different, you may be logged in under the wrong account. Check under the Start menu in Windows or the Apple menu on a Mac to see your login name.

In the previous case the data was simply misplaced. What if it really is gone? The sooner you try to recover a file, the better your chances of success, although it’s far easier to recover from a backup. In truly grim situations you might have to send your drive to a data recovery service.

4. You can’t get on the Internet.
Sometimes it’s not your Internet connection, just one specific program. But if none of your Internet applications are working and a reboot doesn’t help, it’s time for some diagnostics.

First, check your cables and the lights on our router and/or DSL modem. As I explained in a previous article, you should familiarize yourself with what “normal” looks like for your setup so you know what “not normal” looks like. Power everything off and back on, wait a few moments, and try again.

If it’s a wireless problem you may be able to connect with a wire, and this is a good way to determine if it’s just the wireless or the whole network.

5. You can’t open an attachment.
This almost always means your computer doesn’t know which program to use. You should be able to open anything with a common file type: TXT, DOC, PDF, JPG. But you might receive an attachment created in a program you don’t have. One common example of this is receiving a DOCX file, the new Word format that replaced DOC. If you can’t open DOCX files you either need a plug-in for your word processing program (typically free to download) or the person who created the file needs to resave as DOC.

Once you get the hang of common tech support problems, they waste less of your time.

(I’ll be sharing some of my thoughts on Steve Jobs’ passing soon. In the meantime here’s my latest article from The Northwest Herald.)

Computer glitches have a tendency to build up until you’re ready to toss your machine in the trash, but fixing small problems can prevent larger ones later on…

One of the things I mention in the article is taking control of your startup programs, all those little icons that show up in the lower right corner (Windows) or upper right corner (Mac). Some of these are vital, like your antivirus, but others can be removed in order to free up memory and reduce program conflicts.

You can disable these one by one, but how about an easier way? Windows XP users can use msconfig by going to Start, Run and typing “msconfig” (without quotes). Microsoft has some additional advice for Windows 7 users here. You can also use the free Microsoft utility AutoRuns which works on Windows XP and up.

Mac users will find startup programs in System Preferences, Accounts, Login Items. You can also manipulate login items via Terminal, but I don’t advise you to do that unless you’re familiar with UNIX because there’s potential to seriously screw up your machine.

I’m a big fan of programs running only when I need them, so I like a minimum of startup items. But you want to make sure you’re not disabling too much. Obviously your antivirus has to stay. Program updaters also need to stay because it’s the best way for you to keep your computer patched and secure. Before disabling a program, write down its name so you remember what it was in case you need to re-enable it later.

If you’re worried about your kids’ Internet safety, you’re not alone. The rapid pace of tech innovation often leaves parents feeling lost, but the latest parental control software gives you the ability to keep up with the trends.

One of my current favorites is a freebie from an old friend. Symantec’s Norton Online Family lets you protect all the computers in your house from one convenient web-based control panel. What’s nice about Norton Online Family is that it works with both PC and Mac. First, set up your initial account on the Online Family web site, then add accounts for each child based on age. You’ll receive emails notifying you of any blocked sites or unwanted activity, and as the parental administrator you can permit or deny sites as you prefer. The default settings work great for blocking popups and ads on the sites your kids visit. And did I mention, it’s free?

There are some other freebies available to you if you have Windows 7 or Mac OS X Snow Leopard or Lion. The latest versions of these systems include improved parental control features.

I’m often asked if kids can get past parental controls. Of course they can, if they try hard enough. Using your computer’s built-in features offers resistance to “accidental” attempts to disarm the safeties, but I think a better deterrent is good old-fashioned communication. Even using the term “parental control software” can put your teen into a combative stance. Instead, call it what it is: part of your Internet safety arsenal. There are good reasons to protect kids’ computers that have nothing to do with parental trust. Stuff you don’t want will appear on even the most innocuous sites, or the sites themselves can be redirected somewhere unsavory. With parental control software you have an added level of protection on top of your antivirus software.

You may think you’re using your computer to read yet another fabulous Tech Tips article, but in reality you are fighting a war in which the cybercriminals are the winners and the rest of us are the losers.

Cybercriminals, as I’ve discussed before, use innocent victims to do their dirty work. They write viruses that commandeer your computer, create malicious lookalike Web sites that harvest your passwords, and hijack your accounts so they can send crud to all your contacts. It’s one area of the economy that’s, sadly, thriving. And the only person who can protect you is you. (Well, I’ll help, but you have to do your part.)

You know the drill: use good security software, keep your passwords strong and your software updated. But there’s something else you can do: educate your family, friends, neighbors, casual acquaintances, even complete strangers about the need for computer security.

The biggest problem consumers and small businesses face is not lack of information about computer security, but lack of usable information. You’ll hear plenty of news stories about viruses or cyber attacks. Some of them even include a few tidbits about what you can do to protect yourself, but few explain that computer security is a mindset. Just as you have to be aware of your surroundings when you walk down the street, you have to be aware of Internet threats and take action to avoid them.

Why not start today by asking a friend to join you in a conscious effort to become more security-aware? You’ll appreciate the results.

We’ve all been there. You’ve got something vital to do, you click on your Web browser and… nothing. Hourglass. Spinning beachball. Page Not Found.

Never fear, many Internet problems are easily repaired. Here are my top five ways to fix your Internet connection.

1. Reboot your computer. It’s possible your computer is simply misbehaving itself, in which case a reboot will clear up the problem. This is especially true if other computers on your network are still able to see the Internet.
2. Reboot your network. Turn off your computer(s), your router, and your DSL or cable modem. Leave them off about thirty seconds, then turn them back on in reverse order waiting a minute or two between devices.
3. Examine the blinky lights. The lights on modems and routers give you lots of good info. You should jot down what they look like when they’re working so you can recognize when they’re not. Typically you’ll have a steady green Power light, a flickering Activity or LAN light, and a green light for the Internet (might be called WAN or DSL). You may have other lights depending on your device. Check your manufacturer’s Web site for manuals that will explain which lights should be steady, which should flicker, and which may turn amber or red if there’s an error.
4. Check the cables. You’d be surprised the number of times a simple loose wire is the culprit. Shut down your computer and check all the cords coming out of it, as well as all the cords coming out of your router and modem. Unplug each and plug it back in, but be sure to put it back in the same place!
5. Is the Internet light out? If the Internet or DSL light is out, the problem is likely with your service provider. You should contact their support and have them test to see if your connection is active.

If you like I can help you document your setup on my next service visit. I’ll show you what the lights on your router represent, and I’ll label your wires in case you need to unplug them in the future.

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Programs don’t install themselves in one nice, neat place. Your computer puts most of the program in a main folder, but scatters the rest into obscure locations that aren’t always easy to find. Programs sometimes leave these pieces behind when you uninstall. So how do you get rid of them?

The first step is to use the traditional method to uninstall the program. In Windows XP, go to Start, Control Panel, Add/Remove Programs. In WIndows Vista and 7, go to Start, Control Panel, Programs, Programs And Features. Mac users, go to the Application folder on your Macintosh HD.

If you can’t uninstall that way, try the Start menu and see if there is an uninstaller in the folder for the program. There may also be one on the original installation CD or on the software maker’s Web site. These usually work better than Add/Remove Programs.

Next, run a cleaning program. Don’t mistake fake cleaners with bona fide software like CCleaner for Windows and Snow Leopard Cache Cleaner for Mac. These utilities get rid of orphaned files left behind by untidy uninstallers.

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My column in today’s Northwest Herald talks about the four steps you need to take to minimize computer security risks: a security software suite, a hardware firewall, strong and unique passwords, and a method for keeping your software updated.

Here are some recommendations on security software suites.

• Triona’s Tech Tips: New AVG 2011 And How To Choose Security Software

You’ll notice I didn’t mention Norton. While Norton is adequate, it doesn’t have the best detection rates, and it takes up a significant amount of memory especially on older computers. I wrote several years ago about the reasons why I started recommending alternatives to Norton. Although recent versions of Norton have fixed some of these issues, I still prefer the alternatives.

Here’s my guide to creating secure passwords:

• Triona’s Tech Tips: How To Create Secure Passwords

Plus, an article on what to do if your account is hijacked.

• Triona’s Tech Tips: What To Do If Your Email Account Is Hijacked

I mentioned several utilities that can help you keep your software up to date. For Windows, try Secunia’s Personal Software Inspector. Two possibilities for Mac users are AppFresh and Mac Informer.

If you’re interested I have a number of upcoming seminars including Blogs For Business, Leveraging LinkedIn, Social Networking, Expanding Your Online Presence and more. You can find my upcoming events schedule on my web site, or watch examples of my previous seminars.

If it seems like your computer is the dustiest thing in your house, you’re probably right. Computers attract dust through static electricity, especially on their internal components. But dust is death to a computer. Cleaning on a regular basis can increase the lifespan of your hardware.

For best effect you’ll want to clean your computer inside and out. This involves taking off the computer case. Most cases have a side panel that either unscrews or pops off. If you check your manufacturer’s web site you should be able to find specific instructions.

Use a can of compressed air to blow out the dust. Pay particular attention to the computer’s fan. If the fan clogs your computer will overheat and likely fail at some point. Also blow out any dust in the vents on the computer case, to keep air flowing and temperatures down.

The same can be said of other devices such as network routers and wireless access points. You won’t want to unscrew the cases for these, but you should blow the dust out of the vents to keep them from getting clogged. Printers gather not only dust but tiny particulates from paper. You can use compressed air to keep the paper path clean. For keyboards, a combination of compressed air and isopropyl alcohol works well.

What about your screen? Don’t bother with commercial screen cleaners. Instead, use a soft cotton cloth with perhaps a bit of distilled water but no solvents. Modern LCDs can be scratched by dust particles and damaged by alcohol-based cleaners.

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My article in today’s Northwest Herald talks about fake computer cleaning software scams. Like fake antivirus software, fake cleaning programs are scams trying to trick you into installing them on your computer. They show up in search engine results and are advertised via television, radio, and spam emails. You might even get a phone call urging you to purchase a fake software product. I encourage you to avoid any computer cleaning software unless you are positive it is legitimate.

My two favorite tools are CCleaner for Windows and Snow Leopard Cache Cleaner for Mac (which, despite the name, also works on previous versions of the Mac OS as well). I’m particularly fond of these programs because they work by giving you a convenient way to run the tools already built into your Windows or Mac computer. That makes them safe and reliable.

Of course, before you run any utility that might change your computer system, you should always make at least one backup (preferably two or three to different backup devices). These cleaning programs don’t run all the time like your antivirus software, but you can run them whenever you think your computer might be getting a little slow.

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I frequently hear about computers that seem excessively slow. What can you do to keep your computer running at peak performance?

1. Make sure it’s free of viruses. Infection is the number one reason computers slow down. Use a good security suite, scan often for viruses, and follow best security practices to keep your computer clean.
2. Reboot regularly. Restarting your computer forces it to refresh its memory, which will often speed things up. Turning your computer off and on is more effective than simply using the Restart command.
3. Use bona fide computer cleaning software. This can be trickier than it sounds, because just as there are fake antivirus programs, there are also fake computer cleaners. I recommend CCleaner for Windows and Snow Leopard Cache Cleaner for Mac.
4. Remove files and folders from your desktop. Aliases (aka shortcuts) are fine, because they are merely links. But if you are storing the majority of your documents on your desktop, your computer will be correspondingly slower.
5. Remove unnecessary startup programs. In Windows, go to Run under the Start menu (or Start, Search Programs And Files in Vista and Windows 7), then type the command MSCONFIG. The Startup tab will show you what’s running, and you can remove anything you no longer use. On a Mac, go to the Apple Menu, System Preferences, Accounts, Login Options and select the Login Items tab for your account.

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