A Tale of Computer Troubleshooting

I’m a tech. And a one-man Help Desk. And I’ve been one for a long time.. since Windows 95, to give you an idea. The other day I get a call. (No surprise there.)

The caller tells me that when they went to turn on their computer that morning.. the screen is solid black. And they are quite concerned, of course, as they have tons of work to do that needs doing yesterday.

They tell me it’s an old Dell with Windows XP, and, no, (unprompted) they hadn’t visited any naughty sites, nor seen any ‘strange behavior’.

So I ask some questions, and have them try rebooting, you know, I go through the SOP.

They tell me the power light comes on, they can hear the fans, and that it “sounds normal.. there’s just nothing on the screen.” (am I hearing a case of the notorious “black screen”? No, this is a Desktop.)

So what would your diagnosis be?

You might guess the monitor died.. right? That they need to go buy a new one?

Well, I tell the caller that there are several possibilities (causes) as for their ‘black screen’ trouble, either hardware or software, and the only way I could zero in on it would require I have access to the machine (not over the phone), and that in all fairness they should be thinking about buying a new machine instead of repairing that old XP. (I wrote It is time to face facts and finally dump Windows XP way back in early 2011.. 2 years ago now.) Pay me to rescue and transfer their data, not keep a relic alive for another .. who knows how long?

Well, that’s not an option, so can I come over? And .. I don’t have much money.. (why do people always say that..?)

So I go over to their house and quickly verify that, as I suspected, it is not a dead monitor (by plugging one of my own).

See, my first suspect, and line of thought as I was driving over, was that a Windows Update had ‘gotten stuck’. Why? Because the day before the call was ‘Patch Tuesday‘, and Update glitches are a cause of startup failures (and black screens). I knew this last batch of Updates had had some troubles.. as two other calls, the day before, had shown. In short, a software failure.

And I knew there were other possible suspects. I have been doing this a while..

But when I powered up their machine to test my monitor/video cable. I heard something my caller had failed to mention — five long beeps, with a short beep. Which points at hardware. Those beeps are a code, you see, and their number and sequence tell a tech what is wrong (um.. at least, that’s the idea behind POST Beep Codes.)

So I powered up my laptop and went to the Dell website and downloaded the technical manual for that model, and looked up the beep code and discovered that the code I was hearing meant that their problem was a failure with the RAM memory.
Which will also produce a ‘black screen’.

So I looked at the RAM specs and then went out to my car and grabbed my package of 2x 1GB PC3200 DDR modules out of my kit (for just such occasions) and went back in their house, opened the computer’s case, popped out the old RAM and put mine in, and BINGO! — their computer started right up, faster than before. (Because their old modules were only 512 MB’s).

And I charged them $75. (One half-hour labor plus the parts.)

My client was delighted and flabberghasted. They were expecting to pay much, much more.. And they not only were able to get right back to work, but had gotten an unexpected upgrade.

I tell you this story not to blow my own horn, or drum up more clients. I tell you this because my client, upon hearing the bill, expressed what I find to be an extremely prevalent conception out there in “average computer user” land — that technicians are crooks, gougers, and/or incompetent, and/or always tell you to buy a new device.

Or they think they can “Google it”, and fix it themselves.

I tell you that story to try to explain why that conception, out there, common though it be,  isn’t fair to us techs.

We know what to look for (and listen for), what questions to ask, and can (usually) get right to the heart of the trouble and get you back online again in  jiffy. In today’s marketplace, with literally TONS of unemployed IT types willing to fix your computer, we simply cannot gouge in our pricing (were we so inclined).

And if we tell you a part needs replacing, it does. And I (and I’m sure other techs, too) do not profit on parts — we order ’em cheap and pass the saving on to our clients.

.. to test my theory, try googling ‘black screen’. See how many answers you have to read before you find “replace your RAM”.

I know this little story isn’t going to change the world’s view of repair techs but.. if your computer won’t start up, the screen is black, and it’s beeping at you? Be sure to tell your tech about them, won’t you? Have a great day, everyone!

Today’s reco: Windows Repair (All In One) – A GREAT Utility For The Tech Toolbox

“When it comes to computers we can find ourselves getting into all sorts of situations where it is very difficult to assess and fix the problem. For example, a couple of friends of mine recently ran into a situation where the windows updates service was broken on a computer they were working on and they had to resort to researching the matter on the internet in order to get a fix.” Read more..

Today’s quote: “You may not realize it when it happens, but a kick in the teeth may be the best thing in the world for you.” ~ Walt Disney

Copyright 2007-2013 © “Tech Paul” (Paul Eckstrom). All Rights Reserved.

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All we really have, in the end, are our stories.
Make yours great ones. Ones to be proud of.

Windows Update Broken? Fix it!

Microsoft has made available an automatic repair which will reset, and repair, the components of Windows Update. This can resolve issues where updates will not install.

To reset the Windows Update components automatically, click the Fix it button or link. Click Run in the File Download dialog box, and then follow the steps in the Fix it wizard.

Note: this Fix it Solution has two modes Default and Aggressive. You should run the Fix it solution in Default mode and determine if it resolves your problem with Windows Update before running it in Aggressive mode.

Note: this wizard may be in English only; however, the automatic fix also works for other language versions of Windows.

Note: if you are not on the computer that has the problem, save the Fix it solution to a flash drive or a CD and then run it on the computer that has the problem.

Check whether the Windows Update components are reset. If the Windows Update components are reset, you are finished. If the Windows Update components are not reset, or do not solve your Update problem, you can contact Microsoft support — which is free for security-related issues such as this.

Today’s quote: “Promise only what you can deliver. Then deliver more than you promise.” ~ Unknown

Copyright 2007-2011 © “Tech Paul” (Paul Eckstrom). All Rights Reserved.

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Cure for Windows Update Error 66A

Shutting down for the night, I noticed that my 64-bit Vista machine had “Updates ready to install” for the 3rd night in a row.. which is a pretty good clue that at least one Update was failing to install.

So, I clicked on the Start button > All Programs > Windows Update > “View update history“.

Sure enough, in the “Status” column, I saw a “failed”.. on an Update named “Security Update for Microsoft .NET Framework 4 (KB2160841)” (also applies to KB2446708).

So to find out what the problem was, I right-clicked > “View details”. What I am looking for is the “error code”.

I saw that the code in this case is 66A. Clicking “Get help with this error” led to several ‘solution’ suggestions – too many. So I will tell you the one that works for me.

Step 1) Click Start > Control Panel > Programs and features.

Step 2) Scroll down until you find Microsoft .NET Framework 4 Client Profile, and click on it, once, to “select” it (turn it blue), then click the Uninstall/Change menu button (above list).

Step 3) A new window will open. Make sure the “Repair” radio button is selected, and press “next”. The automatic repair may take a few minutes to complete.

Step 4) Return to Windows Update (as per Step 1) and make sure that only the “Security Update for Microsoft .NET Framework 4 (KB2160841) is checked, and click “Retry” or “Install Updates”. Now the Update should succeed. If it doesn’t, get the “standalone” installer by clicking here and choose either 32 (x86) or 64 bit (x64) to match your system.

If that fails, I suggest calling Microsoft’s support number for free tech support (as this qualifies as a security issue) 1-866-PC-SAFETY.
(That’s right. Free. Microsoft provides free support for any safety/security related problem.)

* Orig post: 4/17/11

Free offer: Folks, I just noticed that on buy.com, you can get a free 6 months of CA’s (Computer Associates) antivirus + anti-spyware.. if you need some protection. Click here for details.

Copyright 2007-2011 © “Tech Paul” (Paul Eckstrom). All Rights Reserved.

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I Do Not Want IE 8*

IE 8 is an “Important” Update, Yes, But I Don’t Want It

Sometimes we need to tell Windows Update to stop prompting us to install a particular Update.

When Microsoft has released important and/or critical Updates (aka “patches”) for us, Windows has various ways of letting us know, including a System Tray icon. [note: The normal route for accessing Update choices is Start >Windows Update, or Start >Programs >Windows Update. Click “View available updates”.]

I am a big fan of Updates. I (almost) always install them the moment I become aware of them. I use Secunia’s Personal Software Inspector to keep an eye on all my installed programs’ update state.. and I recommend you do too. Updates are ‘good’ and you want them.

Tip of the day: Manage Windows Updates prompts.
Currently, Microsoft Update is annoying me by continuously nagging me that there are Updates available. And when I click on the icon to see just what these updates are…

.. and I see that there is just one Update Microsoft wants me to install (the others only rate “optional”) — Internet Explorer 8.
Now, I understand why Microsoft wants us to be using a more secure browser (and I understand why it’s considered “important”) and I will upgrade from IE7 on most of my machines — but not all. Not yet.

So I right-click on the Update I don’t want to be nagged about and then click on “Hide update”.

That’s it. I’m done. Windows Update will no longer prompt me to install this (now) ‘hidden’ update. At a later date, to see Updates that I’ve hidden, I just click on “Show hidden updates”. I can undo my change.

Note: This technique can be used on troublesome Updates that cause incompatibility issues such as a BSOD. If a Windows Update install causes you trouble, and you need to uninstall it, the “Hide” tip won’t help you (it’s too late). Please refer to the 3rd answer in this article, IE’s Menu bar, Taskbar icons, and bad Updates*, to see how to remove Updates.
After you get that Update uninstalled, (then) use the Hide feature to prevent Windows Update from re-Installing it on you again.

To uninstall IE 8: Uninstalling IE 8 will automatically restore your older version. Please see Microsoft’s official How To, here, How do I uninstall or remove Internet Explorer 8?

Today’s free link(s): Panda Cloud Antivirus – Free Cloud Protection
Panda Security has launched a brand new type of antivirus, and Security blogger Bill Mullins has this excellent write up. “FREE, antivirus thin-client service for consumers which is able to process and block malware more efficiently than locally installed signature-based products.” Click the link for more..
[update: For more, also see Panda Cloud Antivirus – Is it netbook ready?]

Today’s free download: Adeona is the first Open Source system for tracking the location of your lost or stolen laptop that does not rely on a proprietary, central service. This means that you can install Adeona on your laptop and go.

Orig post: 4/30/09

Copyright 2007-9 © Tech Paul. All rights reserved. post to jaanix

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An Update is causing BSOD, what do I do?

Q: An recent Windows Update is causing my computer to blue screen, what do I do to fix this?

A: From time to time a Microsoft security Update will not be compatible with the software and/or device drivers on your machine and the instability will trigger the Blue Screen Of Death (for more on BSOD’s and what to do, see “When good computers go bad“). Usually, Microsoft will repair this and issue a new Update … eventually.

In the meantime, remove the Update (If you’re not sure which Update is the perp, remove the most recent ones) by going to Add/Remove Programs in your Control Panel. (Start >Settings >Control Panel >Add/Remove Programs) Now look to the top area and place a check (select) in the “Show updates” checkbox. Now you will be able to see the list of installed Updates.

Click on the Update you want to remove, and then click on the “Remove” button. (You may need to reboot your PC afterwards.)

Today’s free link:(s) I do NOT recommend uninstalling security updates unless they cause your machine to become inoperable. I am a big fan of security updates and want all my vulnerabilities patched. If you’re like me in that aspect, Secunia’s Personal Software Inspector is for you.

* Microsoft Releases Internet Explorer 8 Today

Copyright 2007-9 © Tech Paul. All rights reserved. post to jaanix

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IE’s Menu bar, Taskbar icons, and bad Updates*

Reader questions this week bring me back to IE 7 and the Taskbar, and a new topic: what to do when an Update causes crashes and other troubles. So today I will not post my usual Tip of the day, but the (hopefully) now familiar “Q’s and their A’s” format.

IE 7 Questions:   (you may want to review my post on IE7 Security zones, and Questions answered, as well.)

Q: My Explorer menu bar disappeared, how do I get it back?
A: In IE version 7, the old familiar menu bar (File, Edit, View, etc.) was removed from the default configuration to ‘streamline’ IE’s look, and quite possibly because Microsoft was aware that people were installing their own toolbars (see “toolbar madness“). To get it back, use a method similar to the one used for Windows’ Taskbar. Click on the down arrow next to the gray “gear” icon marked “Tools” and click on the Menu bar option. Now a checkmark will appear next to it, and your menu bar is back. To keep it there, hover your mouse over the option below Menu bar, “Toolbars”, and click on (select) the “Lock the toolbars” option.
While you’re there, you may want to play around with the “Customize” option and tweak which buttons appear on your bars.

Q: I can’t add a site to my Trusted zone:
A: I answered this in the previous answers post, but this detail is worth repeating: The person was on their personal machine and was running as an administrator, so there’s no problem there. The trouble was they hadn’t cleared the checkbox next to “Require server verification (https:) for all sites in this zone”.The difference is the “s” at the end of “http”, which indicates a special, secured Internet protocol. You will know if you’re on such a Website by the gold lock icon that appears in the URL window (and/or elsewhere on the page). It is an encrypted connection generally only used for electronic payment sites. A check here prevents you from adding regular websites.

Q: Can I make IE block sites when my child is browsing, but allow them for me?
A: This is a great question! And the answers are: yes, sort of, and … how many sites are we talking about? There are a couple of ways to go about this, but I want to spend more time on this topic than there’s room for here today. Protecting your children from the dangers of the Internet is a huge subject. Please see my page on this topic. 

Taskbar question:

Q: What happened to the icons in my Taskbar?
A: These “my icons disappeared” questions depend on if we’re talking about the Notification area (on the right, by the clock), or the Quick Launch area (on the left, by the Start button).
In the Notification area, an icon’s disappearance usually indicates that the “process” has gone idle and is not “running” at the moment.That means it isn’t needed, and hasn’t been needed for quite some time. It will run when it’s needed so, in this case don’t worry about it. In some instances, such as the speaker icon or the the two PC’s network icon,

a checkbox has become unchecked and you simply need to check it again. Click on Start >Control Panel >Speakers and Audio devices, and select (check) the “Place an icon in the Taskbar”.

If the Quick Launch icons have disappeared, right-click on a blank area in the Taskbar and select Properties. Click on the Taskbar tab, and place a check in the checkbox labeled “Show Quick Launch”. As I have mentioned before, these Quick Launch icons are simply shortcuts. You can add more shortcuts here by simple drag-and-drop, or remove the ones you never use.

NOTE: If your icons have always been there and then, suddenly, some (or all) of them are gone — you may have picked up some malware. I recommend that you run “deep” antivirus and an anti-spyware scans immediately.

Windows Update:

Q: An Update is causing BSOD’s, what do I do?
A: From time to time a Microsoft security Update will not be compatible with the software and/or device drivers on your machine and the instability will trigger the Blue Screen Of Death (for more on BSOD’s and what to do, see “When good computers go bad“). Usually, Microsoft will repair this and issue a new Update … eventually. In the meantime, remove the Update (If you’re not sure which Update is the perp, remove the most recent ones) by going to Add/Remove Programs in your Control Panel. (Start >Settings >Control Panel >Add/Remove Programs) Now look to the top area and place a check (select) in the “Show updates” checkbox. Now you will be able to see the list of installed Updates.

Click on the Update you want to remove, and click on the Remove button.

Today’s free link: I do NOT recommend uninstalling security updates unless they cause your machine to become inoperable. I am a big fan of security updates and want all my vulnerabilities patched. If you’re like me in that aspect, Secunia’s Personal Software Inspector is for you. While this software is still in beta, it is very good at scanning all your programs and reporting any missing updates and open vulnerabilities. (Thanks Ryan!)

Copyright 2007-8 © Tech Paul. All rights reserved. post to jaanix

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Taskbar,blue screens,IE 7– Holiday Edition

It is my sincere wish that all of you are enjoying a long Holiday weekend. In that spirit, I am taking the day off and reposting an earlier article that answers reader questions and includes links to several important topics. I hope you didn’t miss yesterday’s article,.. and that you are staying warm. Enjoy.

Reader questions this week bring me back to IE 7 and the taskbar, and a new topic: what to do when an Update causes crashes and other troubles. So today I will not post my usual Tip of the day, but the (hopefully) now familiar “Q’s and their A’s” format.

IE 7 Questions:   (you may want to review my post on IE7 Security zones, and Questions answered, as well.)

Q: My Explorer menu bar disappeared, how do I get it back?
A: In IE version 7, the old familiar menu bar (File, Edit, View, etc.) was removed from the default configuration to ‘streamline’ IE’s look, and quite possibly because Microsoft was aware that people were installing their own toolbars (see “toolbar madness“). To get it back, use a method similar to the one used for Windows’ taskbar. Click on the down arrow next to the grey “gear” icon marked “Tools” and click on the Menu bar option. Now a checkmark will appear next to it, and your menu bar is back. To keep it there, hover your mouse over the option below Menu bar, “Toolbars”, and click on (select) the “Lock the toolbars” option.
While you’re there, you may want to play around with the “Customize” option and tweak which buttons appear on your bars.

Q: I can’t add a site to my Trusted zone:
A: I answered this in the previous answers post, but this detail is worth repeating: The person was on their personal machine and was running as an administrator, so there’s no problem there. The trouble was they hadn’t cleared the checkbox next to “Require server verification (https:) for all sites in this zone”.The difference is the “s” at the end of “http”, which indicates a special, secured internet protocol. You will know if you’re on such a website by the gold lock icon that appears in the URL window (and/or elsewhere on the page). It is an encrypted connection generally only used for electronic payment sites. A check here prevents you from adding regular websites.

Q: Can I make IE block sites when my child is browsing, but allow them for me?
A: This is a great question! And the answers are: yes, sort of, and … how many sites are we talking about? There are a couple of ways to go about this, but I want to spend more time on this topic than there’s room for here today. Protecting your children from the dangers of the Internet is a huge subject. I wrote a series of four articles on it, and to read it click here.

Taskbar question:

Q: What happened to the icons in my taskbar?
A: These “my icons disappeared” questions depend on if we’re talking about the Notification area (on the right, by the clock), or the Quick Launch area (on the left, by the Start button).
In the Notification area, an icon’s disappearance usually indicates that the “process” has gone idle and is not “running” at the moment.That means it isn’t needed, and hasn’t been needed for quite some time. It will run when it’s needed so, in this case don’t worry about it. In some instances, such as the speaker icon or the the two PC’s network icon, a checkbox has become unchecked and you simply need to check it again. Click on Start >Control Panel >Speakers and Audio devices, and select (check) the “Place an icon in the taskbar”.

If the Quick Launch icons have disappeared, right-click on a blank area in the taskbar and select Properties. Click on the Taskbar tab, and place a check in the checkbox labeled “Show Quick Launch”. As I have mentioned before, these Quick Launch icons are simply shortcuts. You can add more shortcuts here by simple drag-and-drop, or remove the ones you never use.

NOTE: If your icons have always been there and then, suddenly, some (or all) of them are gone — you may have picked up some malware. I recommend that you run “deep” antivirus and an anti-spyware scans immediately.

Windows Update:

Q: An Update is causing BSOD’s, what do I do?
A: From time to time a Microsoft security Update will not be compatible with the software and/or device drivers on your machine and the instability will trigger the Blue Screen Of Death (for more on BSOD’s and what to do, see “When good computers go bad“). Usually, Microsoft will repair this and issue a new Update … eventually. In the meantime, remove the Update (If you’re not sure which Update is the perp, remove the most recent ones) by going to Add/Remove Programs in your Control Panel. (Start >Settings >Control Panel >Add/Remove Programs) Now look to the top area and place a check (select) in the “Show updates” checkbox. Now you will be able to see the list of installed Updates.

Click on the Update you want to remove, and click on the Remove button.

Today’s free link: How about playing some games today.. in light of the long holiday weekend. Hop over to Armor Games for a nice selection of time wasters. These Flash-based games are for kids of all ages.

Copyright © 2007 Tech Paul. All rights reserved.

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