How To Get Help
By Cate Eales
Appeared April 16, 2009 on castanet.net
I can take apart a laptop, remove the keyboard, reseat a
cable and breath life into the keyboard again. But do not ask me to change
the oil in my own car --- that's a mystery to me. Still, when the car acts
up, I can't just take it to the repair shop and say, "my car doesn't work"
and expect them to fix it right away.
When you have a computer problem and you need help,
there are several ways you can approach the situation, some more effective
than others.
If you want to throw your hands in the air and just say
"my computer doesn't work" then go for it! That's what we're here for,
after all. But if you want to help someone help you, read on.
What is it (not) doing?
It will save you time (and therefore money!) if you take a deep breath and
try to briefly state the problem. "The computer won't start!" will get my
attention, there's no doubt about it.
But, "When I try to start Windows, I get a message that
says..." is far more helpful. Make a note of any error messages (the EXACT
wording). Error messages are my best friends when I am looking for the
cause of a problem.
click to enlarge image
When did it start/stop doing that?
Did this problem start right after you installed a new program? A new
printer? You might be able to fix the problem by uninstalling the program
or selecting "Last known good configuration" from your Windows boot menu.
(XP users look
here.
Vista users look
here.)
Does the problem only happen when you are using a certain program, or is
it always present? This is a very important clue!
What, exactly, is broken?
Sometimes it's impossible to tell, and that's why you're calling for help.
It's not critical that you know the name of each and every chip and wire,
but it's really helpful if you know the difference between a modem and a
monitor.
click to enlarge image
Here
is a very clear explanation, with pictures, of the components that
make up what we call a "computer."
Is it plugged in and turned on?
Start with the really simple stuff. I can't tell you how many times I find
the problems with "no sound" and "no internet connection" were caused by a
cable plugged into the wrong port, or a power cord kicked loose by someone
cleaning. Or a really large cat.
What is your mother's maiden name?
Have your passwords handy.
If you have a wireless network, and it's secured, then you have a login
name and a password for your router, AND you have a network name and a
password for your wireless network. These are not the same thing. You
should have that information written down and stored in a safe but handy
place.
Even if you don't have a wireless network or a router, you do have an
email user name and password. Yes, you do! I promise! Without a password,
you would not be able to collect your mail. Your email program asked for
this information when you set it up, and then remembered it so you don't
have to.
click to view comic
But when something goes haywire, or if you want to
migrate to a new computer, you are going to need this information. If you
don't know your user name and password, phone up your internet provider
and ask them for it. Again, write it down and store it in a safe, handy
place.
Friendly reminders
On another subject, Tuesday, April 14 was another Patch Tuesday, and
Microsoft issued a big whack of updates. Make sure you have your computer
set to update automagically, or visit Microsoft Update
(http://update.microsoft.com/) to check. Besides the Windows patches,
there are updates for Microsoft Office, too. To stay current with security
patches from many vendors, visit the Secunia Online Inspector
(http://secunia.com/vulnerability_scanning/online/).
Do you need help with your computer? With your
scanner/printer/camera/music player? Do you have a virus or a
spyware problem? Do you have a new computer and now you're wondering
how to get the files from the old one over to the new one? I'm here to
help you and your computer get along! To ask a question, make a comment or
suggestion, or schedule a visit, email
cate@rlis.com. You can read previous columns
here. If you'd like to
subscribe to this column by email,
please visit this link. It's easy, and free. If you'd prefer the
RSS Feed, click here.
Links
XP "Last Known Good Configuration"
http://support.microsoft.com/kb/307852
Vista "Last Known Good Configuration"
http://support.microsoft.com/kb/927525
Parts of a computer
http://windowshelp.microsoft.com/Windows/en-us/help/b7bf360d-67e7-4bad-976d-7623e6deb6dd1033.mspx
XKCD A webcomic of romance,sarcasm, math, and language.
http://xkcd.com/565/
Microsoft Update
http://update.microsoft.com/
Secunia Online Software Inspector
http://secunia.com/vulnerability_scanning/online/
Getting Along With Your Computer Column Archives
http://rlis.com/column.htm
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http://www.feedblitz.com/f/f.fbz?Sub=20618
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---
Cate Eales has been helping people make online computing safe, accessible
and fun for over 20 years. She lives in Kelowna with her husband, Eric,
and her dog, Sandy. Cate is a partner in Real Life Internet Solutions,
helping individuals and small businesses with virus, spyware and malware
eradication; personal computer training and management; digital image
management; music transfer; and website design, hosting and management.
Email Cate at cate@rlis.com with your
comments, suggestions, or questions. To browse the column archives, visit
the Real Life Internet Solutions website at
www.rlis.com.
©
Cate Eales 2009 – All Rights Reserved
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