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.

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.

Subscribe free to Tech Tips and receive bonus tips, tricks and product reviews. Click here to subscribe or send email to techtips-request-at-guidryconsulting-dot-com, subject “subscribe”.

If your Internet connection is slow or unreliable, it may be due to an old router.

Routers that are more than a few years old predate current network technologies. While these old routers may still work, they often don’t work at peak efficiency, and may even make your connection so intermittent as to be unusable. Replacing them can be an inexpensive way to improve your Internet performance.

I have also seen this problem with old cable and DSL modems. If you contact your Internet provider they will tell you if your modem is still supported. The trick is, you have to ask; they will not be proactive in contacting you to let you know your modem is out of date, and they may not recognize the cause if you call to report problems.

A new router can also improve your network security, as the latest consumer devices now include firewall technologies previously available only on more expensive business-class models. If you have an older wireless router (wireless B or G), upgrading to a wireless N device can boost your speed. While you’re at it, you should check your network cables to make sure they’re still good quality.

Subscribe free to Tech Tips and receive bonus tips, tricks and product reviews. Click here to subscribe or send email to techtips-request-at-guidryconsulting-dot-com, subject “subscribe”.

We’re all familiar with computer security, but when was the last time you thought about security for your smart phone? With the amount of confidential data carried on these devices, security is something to consider.

Viruses can and do propagate via smart phones, although the effect is mitigated because viruses usually can’t travel between different types of phones. Even so, you might want to consider antivirus software for your phone.

Physical security is another concern. You should use your phone’s options to set passwords to protect your data. Some phones come with encryption features. It goes without saying that you should always have a backup of any data on your phone in case it is lost, stolen or broken.

Other ways you can protect your phone include turning off Bluetooth and/or WiFi when you’re not using them, to prevent unauthorized access. Bear in mind that using a unsecured public WiFi hotspot from your phone is just as risky as doing so from your computer.

Most phones allow you to clear memory and cache of potentially sensitive data. Some also have a setting that will erase all data after a specified number of incorrect password attempts. While no security measures are perfect, these tips will help you reduce the risks.

Subscribe free to Tech Tips and receive bonus tips, tricks and product reviews. Click here to subscribe or send email to techtips-request-at-guidryconsulting-dot-com, subject “subscribe”.

I was minding my own business, installing a wireless router for a client, when Linksys gave me the screaming heebie-jeebies.

At first I was pleased with the latest Linksys/Cisco installer. It’s become common knowledge that wireless routers aren’t secure out of the box, but what isn’t widely known is how to configure them correctly. So the wireless makers have been improving the install process to help folks secure their wireless networks. The installer for the Linksys WRT110 walks you through password-protecting first the router itself, then the wireless network. Nice, I thought, until I got to the last screen…

Heebie-jeebies! Bad enough to display those passwords right there on the screen, but saving them by default to a text file on the desktop?! Text files are like candy to viruses, easy to devour. How soon before some malcontent writes a virus that searches for those text files? Hackers already scan the wireless networks of hapless users, hoping to get in with a default password. Saving plain text files of passwords is like leaving the code to the burglar alarm on the front door. The Linksys installer gives people a false sense of security, helping to change the passwords then revealing them in plain sight.

Shame on Linksys for such an obvious security gaffe, and let’s hope they eliminate it in their next installer version.

Planned obsolescence is the idea that computer manufacturers deliberately design hardware to force customers into continual replacement.

Does planned computer obsolescence exist? If not, recent manufacturing quality (or lack thereof) certainly leads to that impression. I am positive that computer printers made fifteen years ago last longer than those made today. Cases in point: the high percentage of ancient HP LaserJet printers I encounter, bless their little electronic hearts. On the other hand, newer printers of all brands, especially the low-end models, seem to suffer a less-than-two-year lifespan.

Computers are the same. That $500 PC… well, you may get what you pay for in a few years. Then again, you could buy a $5,000 PC and have the same experience. In general, Macs seem to resist planned obsolescence more readily, perhaps because Apple’s stranglehold on the Mac hardware market limits competition. Even so, design decisions like the Intel Macs force customers to invest in new hardware.

Sometimes you have no choice but to follow the industry’s “rip and replace” mantra. A recent flaw in the wireless security protocol WPA may soon mean that if your wireless access point is more than a few years old, you will have to replace it or risk being hacked. But it’s not always feasible to spend yet more money on another piece of equipment when you feel like you just bought the one you have.

What can you do? Don’t worry if your computer isn’t the latest and greatest. If it does what you want, fine. If it’s slow, try software repairs before resorting to a new system, or see if you can upgrade rather than replace. Not only will this curtail planned obsolescence, but it’s better for your budget as well as our ewaste-encrusted planet.

Next month I’ll share with you the biggest secret in the tech world, Should You Buy PC Or Mac? If you have any computer questions, click Comments below this article, and be sure to sign up for the email version of Tech Tips for bonus tips and product reviews.

Admit it, we’ve all done it: used someone’s unsecured wireless connection without their knowledge.

It’s called WiFi poaching, and there’s been debate as to whether it’s actually illegal. In Britain, there have been prosecutions for poaching, but in the U.S. the legality is less clear.

Some argue that those who run unsecured connections set themselves up for the situation. But most wireless access points are unsecured by default. Is it the fault of the unwitting consumer, who likely has no idea?

Either way, it’s best to protect yourself by enabling security on your wireless access point. The best security is an encrypted passphrase called WPA. There’s another standard for passphrases (WEP) but don’t use it, as it’s easily cracked. Your access point’s Web management feature will allow you to set this passphrase, which you will then have to enter on each computer connecting to your wireless network.

It goes without saying–don’t give out your passphrase! And while you’re in that web management panel, change your access point’s default administrator password, to keep snoops from resetting your security.

Do you think WiFi poaching is unethical? Discuss the issue here (click Comments below any article), and be sure to sign up for the email version of Tech Tips for bonus tips and product reviews.

[This article is reprinted from the March 2008 issue of Triona's Tech Tips. Look for more computer security tips in the October issue.]

[This article is reprinted from the February 2007 issue of Triona's Tech Tips. I continue to see many zombied computers on my daily rounds, so be sure to keep your antivirus and other protections updated. See the sidebar (below right) for Windows and Mac security options.]

It seems a strange time of year to think about monsters, but there could be a zombie lurking right in front of you. Your computer is a prime target in the botnet wars, waged by criminals making money at your expense.

Zombies are compromised computers, organized into so-called botnets and offered to the highest bidder. Advertising, spam, spyware–most of it comes from zombied computers, their owners blissfully unaware. Security experts estimate there are up to 3.5 million zombies active worldwide, and at least 250,000 are added daily. Fifty percent of the targets are home computers, and new attack variants are up 536% from last year (according to Ciphertrust). The statistics alone are scary.

If that weren’t enough, it’s hard to tell the good guys from the bad. I almost flipped the first time I saw one of those commercials on TV, offering to “stop computer viruses”. It was from a company that has been known to distribute spyware! How is the average consumer supposed to know whom to trust? It’s hard enough for an IT pro like me to keep up.

So let me tell you how you can protect yourself and your computers from this nightmare. The best defense is prevention. Once your computer is infected, the only sure way to disinfect it is to reinstall from scratch. The standard safety rules apply: use a firewall, and keep your protection software up-to-date. As I’ve mentioned, you should avoid opening attachments from people you don’t know, or that you’re not expecting. You’ll want to curb your enthusiasm for e-cards and those cute PowerPoint presentations that make the rounds on any given holiday.

Know who makes the software and services you use. Symantec and McAfee may have their quirks, but they’re not going to install spyware on your computer. (Or if they do, a la the Sony BMG fiasco a while back, people are sure to find out!) Just because a company has a slick website or a special offer, does not make its product reliable. You should know that there are some nefarious companies out there masquerading as their legitimate counterparts, down to copying the same logos and color scheme. They sometimes use Web addresses that are misspelled versions of the true address. This happens with banks, too, and it’s called phishing, a term you’ve probably heard. Such ploys can be very convincing. When in doubt, you are always wise to type your destination manually, instead of clicking a link.

Please be careful when using public network connections, such as WiFi hotspots or Internet-cafe computers. Your data could easily be captured in transit. I would particularly avoid using a credit card number on any public system. There are programs called keyloggers that record every key you type, and they’re waiting for such juicy morsels. Your own computer could be infected with a keylogger, too, if you wind up with one of the nastier spyware versions out there.

How do you know if you’re faced with a zombie? The most common symptoms are slow performance, and tons of pop-up ads. If this sounds familiar, it’s time to update your software and run some scans. Zombies can be notoriously difficult to destroy, so you may need to call upon a professional exterminator like yours truly to be fully rid of them.