Filed under: Features, Troubleshooting
Troubleshooting 101 : How to fix the family computer and save your holiday
Face it, if you're even slightly more computer literate than the rest of your family you've been pegged "the computer guy"; Henceforth doomed to a life of unpaid tech support. There's no time when it's more readily apparent than the holidays. If you're like most of the Download Squad, your family are already preparing their laundry list of "Hey, can you look at this?" items to bombard you with as soon as you step off the plane looking for your Thanksgiving turkey leg.
Maybe you're not even the person they should be looking to for fixes and patches. It can take as little as being the first one in your family to have loaded up an Mp3 player or burned a home movie DVD; Regardless, you're on the hook and we're here to help you with some basic troubleshooting tips and tricks.
Bring the basics
As the Boy Scouts say, "Be Prepared!" For less than $20 you can buy yourself a key-chain sized USB drive to load with some basic spyware, adware, and malware cleaning tools. Add in a fresh copy of Firefox, a free anti-virus scanner plus any other utilities you find useful in keeping your own computer running well and you'll come to the Thanksgiving table prepared to tackle some of the most common free tech support requests.
Must have software for your USB repair kit include the USB PC Repair System and Clam Anti-Virus. Another great looking kit -- although we've not tested it -- is the Computer Repair Utility Kit which includes Clam AV and leaves you with one less thing to download.
Also useful in your arsenal, blank media. There are few things worse than having to run around hunting for blank CD-Rs or DVD-Rs during the holidays. Stuff a few from your own stash into your carry-on bag and it's likely you'll be happy you did.
For the advanced family computer expert, and for the really tough problems, it's also a great idea to pack a bootable rescue CD or "live" CD based on Linux. The recently released Ubuntu 7.10 even includes read/write support for NTFS so you'll save time having to scramble for the rescue tools you need to get mom's data back.
Start from square one
When you're doing tech support duties, it's easy to get wrapped up in details. The best advice is to start from the most basic issue which could be causing the problem and work up from there. Keep notes, and make changes one at a time. Paying careful attention to detail can easily mean the difference between catching the game on TV, or being stuck in your mother's home office pulling out your hair while everyone else is lounging in the family room.
For example; Don't spend all day trying to fix the supposed software problem with that USB printer before you check the basics. Is it connected? Is it connected through an el cheapo USB hub? Get rid of it. Plug the printer directly into the PC see if anything changes. Basics like this may only solve your problem one time in ten but, that one time will save you endless frustration, and make you look like a pro. Ok, looking like a pro is only going to get you more phone calls for free support in this instance but, you would've gotten those anyway. At least you got to see the game.
Start with the simplest potential cause of the problem and work forward from there, keeping notes and eliminating possible causes.
Don't bite off more than you can chew
The last thing you want to do is create more problems than you solve, especially if you've got a return plane ticket in the next few days. If the problem is too big, or if you think you're headed into deep water with little chance of making a difference, don't be afraid to say so. A little diplomacy goes a long way. Grab the phone book and find a good local computer shop you think has the skills. Your helpful and understandable problem description should make things easier for the tech who winds up with that family computer on his bench, and you'll have saved your family from the big expense and poor service available from a big-box retail chain service desk. You'll rest easy knowing that you not only saved your holiday time, but saved your family some cash.
As the Boy Scouts say, "Be Prepared!" For less than $20 you can buy yourself a key-chain sized USB drive to load with some basic spyware, adware, and malware cleaning tools. Add in a fresh copy of Firefox, a free anti-virus scanner plus any other utilities you find useful in keeping your own computer running well and you'll come to the Thanksgiving table prepared to tackle some of the most common free tech support requests.
Must have software for your USB repair kit include the USB PC Repair System and Clam Anti-Virus. Another great looking kit -- although we've not tested it -- is the Computer Repair Utility Kit which includes Clam AV and leaves you with one less thing to download.
Also useful in your arsenal, blank media. There are few things worse than having to run around hunting for blank CD-Rs or DVD-Rs during the holidays. Stuff a few from your own stash into your carry-on bag and it's likely you'll be happy you did.
For the advanced family computer expert, and for the really tough problems, it's also a great idea to pack a bootable rescue CD or "live" CD based on Linux. The recently released Ubuntu 7.10 even includes read/write support for NTFS so you'll save time having to scramble for the rescue tools you need to get mom's data back.
Start from square one
When you're doing tech support duties, it's easy to get wrapped up in details. The best advice is to start from the most basic issue which could be causing the problem and work up from there. Keep notes, and make changes one at a time. Paying careful attention to detail can easily mean the difference between catching the game on TV, or being stuck in your mother's home office pulling out your hair while everyone else is lounging in the family room.
For example; Don't spend all day trying to fix the supposed software problem with that USB printer before you check the basics. Is it connected? Is it connected through an el cheapo USB hub? Get rid of it. Plug the printer directly into the PC see if anything changes. Basics like this may only solve your problem one time in ten but, that one time will save you endless frustration, and make you look like a pro. Ok, looking like a pro is only going to get you more phone calls for free support in this instance but, you would've gotten those anyway. At least you got to see the game.
Start with the simplest potential cause of the problem and work forward from there, keeping notes and eliminating possible causes.
Don't bite off more than you can chew
The last thing you want to do is create more problems than you solve, especially if you've got a return plane ticket in the next few days. If the problem is too big, or if you think you're headed into deep water with little chance of making a difference, don't be afraid to say so. A little diplomacy goes a long way. Grab the phone book and find a good local computer shop you think has the skills. Your helpful and understandable problem description should make things easier for the tech who winds up with that family computer on his bench, and you'll have saved your family from the big expense and poor service available from a big-box retail chain service desk. You'll rest easy knowing that you not only saved your holiday time, but saved your family some cash.
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They key to getting good at Graveyard Shift is learning to use ...
Reader Comments (Page 1 of 1)
Insomnic said 1:07PM on 11-07-2007
This is valuable advice. I would also add that many times they have a warranty for support on their computer. Pushing people to call their support by mentioning that is part of what they paid for will lighten your load a bit - especially if they call them before you get out there.
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gregger said 2:56PM on 11-07-2007
For extending the fun after the plane ride, you can download Hamachi (http://www.hamachi.cc) and install that with TightVNC (http://www.tightvnc.com) to do remote support later. I do that for a number of reasons when I have to ensure that a loved one's computer doesn't get screwed up during finals season.
Don't forget PortableApps (http://portableapps.com/). You can run some tools from that USB stick to make sure things are working as you expect them prior to uninstalling / reinstalling stuff. The Clam Anti-Virus is on there.
TTFN
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michael said 7:23PM on 11-07-2007
IE7 is just as secure, or is more secure than Firefox btw. You can just search it, and the latest IE7 is much more secure than Firefox. So I don't get why all FF lovers keep promoting that 'feature'. I just think that FF users think all IE versions are like IE6, and have never tried IE7.
All you really need is:
IE7
Anti-Virus software / security suite.
That's really it. I never ever had a problem on Windows since. Neither does my family or friends.
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Grant Robertson said 7:33PM on 11-07-2007
I've re-read my article twice and, I never wrote anything about one browser being more secure than another. Many people just happen to prefer Firefox. I know I've turned nearly every single family member on to the Firefox love and none of them have ever looked back. Sure, IE7 is nice, but don't you think it was just a day late and a dollar short?
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julian said 8:36PM on 11-07-2007
this is so true
cant wait to get home and get computer questions
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Blake said 8:42PM on 11-07-2007
I actually needed a floppy-disk last time I went home and spent an hour searching the house to find one in the bottom of a desk drawer.
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audiodrumm said 8:25AM on 11-08-2007
I second that about IE7 being a day late and a dollar short. From my experience with IE7, I feel that it wants to take parts from Firefox but still have the microsoft control on the product. I love Firefox, mainly because I can tell it what to do. IE7 would be much better if users could modify it to their liking.
Back on topic, I really appreciate the article. I'm that person in the family (and my girl friend's family) who's asked to fix the PCs. I'm currently trying to get them to switch to Ubuntu, but as I have only now gotten them all on FF, I have a feeling it's going to take a while.
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KnightRyder said 9:08PM on 11-08-2007
Install logmein on EVERYONE'S computer you touch...if you haven't heard of it go check it out and you can thank me later!!!
It is basically like gotomypc only better and it is free!!! This program is a lifesaver and should be on all your friends and families computers for long distance support!
Enjoy!
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undertheradar said 1:30PM on 11-08-2007
The FF in your toolbox is primarily there so that the family computer (that's been used/abused by the teenage boys or the unaware internet user who doesn't understand how to properly clear a pop-up) can be recovered from the standard hijacking and you can demonstrate that the problem is browser specific by installing a clean FF and surf freely - that simple demo brings ooos and ahhs from the crowd and maybe THEN they'll listen to you when you teach them that the CLOSE button built into the popup is THE SAME AS THE INSTALL BUTTON!!! then you go about the business of clearing the problem...
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David said 2:41PM on 11-08-2007
I love the way they say "my monitor's broken" or "my mouse doesn't work" and it turns out that the machine won't boot.
Btw., IE 7 may be as secure as Firefox (don't know myself, but if you say so), but it's more annoying with all those little yellow popups at the top of the browser window.
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Chris B. said 2:40PM on 11-08-2007
I definitely agree that you should have firefox on the USB drive. When a computer is infected with spyware the install of IE on the machine is generally screwed -- it is also among the first applications to be targeted by malicious software if you were to reinstall it. Firefox suffers far less from these issues.
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John Bokma said 3:01PM on 11-08-2007
The first step should be: give each member of the family his/her own account with LIMITED USER RIGHTS.
Too many people work with Administrator rights while they don't need those most of the time or even never. Some think they do need them all the time. I know that some software needs those rights now and then, but for some programs this can be easily solved (for example Nero, use burnrights, see: http://johnbokma.com/mexit/2007/01/30/nero-burnrights-installing-and-configuring.html )
And for programs that are too troublesome, complain with the developers. Some are willing to fix the issue if enough people complain about it.
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Pat Cahalan said 3:25PM on 11-08-2007
Generally speaking, I would not recommend using a computer that has been infected with malware. Simply put, a machine that has suffered a root-level compromise can't ever be "cleaned" with assurance by anyone that isn't a professional (I'm not talking GeekSquad here, I'm talking an Infosec specialist), and a professional isn't going to bother to try to do this unless there is a forensic or major business need.
If you find malware on your computer, copy your data files off the machine and reinstall it from scratch. Anything else and you're probably leaving your machine connected to a botnet.
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Finity said 2:47AM on 11-09-2007
As a Windows VISTA user I can say that EI7 suffers from constant freezes and crashes often when used in the same way I use FF - that is multi-tabs - It also loves opening new links in new windows even when I use the ctrl key. I update date regularly so that isn't the issue. I will even say VISTA is great (once you spend the time to customize it and turn off some of the annoying security features) I am not saying to run w/out security just some of the annoying 'new' Microsoft tweaks.
Great article, I suppose I will be making use of these tools at family gatherings shortly. I suggest a portable hard drive as well as a USB - My 60 gig Simple Tech fits in my shirt pocket and cost me less than a dollar a gig. I have dropped it several times and it still preforms without a problem after 16 months.
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ben said 12:56AM on 11-09-2007
Well there are a couple of things i have seen in the comments so far that i would like to address.
1) it has been asked why choose Firefox and disregarding the issue of safety and that it is a hell of a lot more customizable, it is so much easier to install. You can just have the latest install file on a flash drive and install it in maybe 30 seconds. with IE7 you need to go to the Microsoft website or windows update and spend 10 minutes just validating that the copy of windows is legit and then it takes 15-30 min to install IE7 in a process which looks like brain surgery. To put it simple, it is just tons easier.
2) There was a comment above by Pat Cahalan which I disagree with 100%. There is no reason to format your hard drive if all you have is a malware infection. There are so many websites out there which specialize in malware removal and have specific forums in which people who have infections get free help from experts. When I say expert I really mean it because I have seen what they do and it is incredible how much they know about the effects of malware. It is amazing how they can perfectly clean a computer that is so trashed and infected that it seems to be heading to the dumps. Some examples of these websites include Geekstogo.com and Castlecops.com.
Thanks for listening
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mmmork said 11:58PM on 11-09-2007
I would add the small stand-alone programs Hijackthis and SIW to the USB drive.
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mikeh2 said 12:06AM on 11-16-2007
For advice on removing spyware see my site:
http://michaelhorowitz.com/removespyware.html
I agree with the recommendation of portableapps.com, it's a great site with many useful portable programs. I use the portable version of Firefox and Thunderbird all the time.
I would add the free and portable HDTune to the list of software to carry around. It can scan the hard disk for bad sectors and also displays the SMART information for the hard disk which can be useful.
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