Tag: techsupport

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I used to get annoyed when someone would send a complete screen shot along with their tech support request. I thought it was a waste of bandwidth when a simple text message would do just as well, and be faster to send, receive and display.

But the thing is, screenshots have their advantages. For one thing, they’re exact. There’s no risk of an error code being mistyped.

More importantly, a screenshot can tell you other information that the user hasn’t thought to mention. This is critical, because the reason people call tech support is because they don’t know how to solve a particular problem…and that often means they don’t know which information is relevant.

Like, say, the fact that they’re running another program which happens to conflict with the one that they’re calling about.

Still, I wish Windows would create a file instead of copying the screen to the clipboard. Users need to paste it into something, so they paste it into what they’re most familiar with: Microsoft Word — something even less suited for sending images by email than a .BMP file created by Paint.

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  • Got a compliment on good tech support 🙂 … but it was intended for another company with a similar name. 🙁
  • I alternate between finding it amusing & annoying that I get spam for local businesses in Brazil. It’s a bit of a drive from SoCal.
  • It’s sad to get Christmas cards for someone who used to live at your address. We’ve gotten two this year, but none last year. Maybe last year’s were still forwarded, and the forwarding order expired.

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After nearly 4 years of faithful service, our G4 PowerBook has crashed. This machine has been rock-solid through 2 OS upgrades, a RAM upgrade, and a battery recall. On Sunday, the hard disk finally gave out.

We only lost a few recent files. I had a chance to grab them on Saturday, but unfortunately I misread the signs and thought it was a software problem. Hey, you install a bunch of stuff including a system update, and the machine freezes, you figure it’s a software problem. Until it happens again, and this time it won’t come back up. 😡

After doing all the diagnostics & resets I could possibly come up with, I set up an appointment at the local Apple Store’s “Genius Bar” during my lunch break today. They confirmed it was the drive, and since it’s long out of warranty, they pointed me to a local repair shop. (They were willing to do the job, but can only order parts directly from Apple, so it would’ve been insanely expensive just for the drive.)

Fortunately, as far as laptop hardware failures go, a hardware drive is relatively easy to fix. If the case were simpler, I’d be willing to do it myself, but as the Apple tech joked, “It takes 36 screws just to get the case open.” At least, I think he was joking.

So instead of having to replace the entire computer, or send it in and wait several weeks, we’re looking at ~$200 and 3–5 days. And while I was at it, I sprang for double the capacity.

I can live with that.

Update: It turned out to be the RAM upgrade, not the disk, which makes it considerably simpler to resolve. Finally got it back the following Monday.

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I got into work this morning to find my desk’s keyboard and KVM switch non-responsive. The only way to reset the switch was to turn it off and back on, which meant disconnecting all the keyboard and mouse cables. (A KVM switch doesn’t need much power, so many of them just draw power from the computer, the same way an actual keyboard or mouse would.) It switched immediately to the Linux box, which was happily displaying its screen saver, so I switched back to the Windows box where it had been… and it got stuck again.

OK, so the Windows box had crashed. It’s been doing that lately, though usually I actually get a blue screen with the dreaded IRQL_NOT_LESS_THAN_OR_EQUAL, which could mean anything from a driver conflict to failing hardware. I haven’t taken the time to track it down, but maybe I should. I rebooted the Windows box, which seems fine for the moment, though there’s no sign of the crash—or even my forced reboot—in the system log.

Then I switched over to the Linux box, and the mouse wasn’t responding. When the mouse gets messed up, sometimes it’s enough to switch out of X into text mode and back. No luck. Sometimes closing X entirely and starting it again is enough. Not this time. I actually had to reboot the Linux box to get my mouse back. That really annoyed me.

So here are three things that went wrong.

  1. The Windows box crashed. This is probably a driver or hardware problem.
  2. The KVM switch got stuck. This should not be possible. Even if it’s getting confusing signals from one set of ports, it should be able to switch to another port.
  3. The Linux box (Fedora Core 4) could not recover from having the mouse unplugged for 10 seconds. There should be an easy way to tell it to check for the mouse again.

It’s #2 and #3 that bug me the most. Maybe it’s the man-bites-dog effect (I expect Windows to crash and/or require frequent reboots, so it’s more annoying when Linux does it), or maybe it’s just the fact that they’re simple error-recovery issues. I mean, seriously, unplugging the mouse for a few seconds makes it unusable?

Update: I forgot to check the second Windows box on the switch. It also had stopped responding to the mouse even after I reset the KVM switch. I’m beginning to think that problem #3 was in the switch itself, not the Linux mouse driver, since the non-crashed Windows box had the exact same problem.