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Bits & Pieces
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Solving problems
– MORE IS LESS - what NOT to do
By Fred Litt, Family Technology Associates
Anyone you meet (even strangers), will offer you
a
solution to your PC problem. While your current problem is making you
crazy, implementing bad advice can make matters worse and can put
your important documents and music in jeopardy. Please note:
garbage advice, garbage results.
Don’t take everyone’s advice.
My
strongest recommendation is that you take the advice of an
experienced and ‘referred’ technology support professional. In
consumer technology, everyone considers themselves a problem solver
and will gladly offer a solution to your problem.
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A real-world story
A new residential
client, extremely frustrated by the ineffective service she had
received from her cable internet provider, called to have me review
her wireless network difficulties. As I was reviewing her
network and asking my new client several diagnostic questions, the
dishwashing machine installer stopped what he was doing, came over
to listen to my discussion with my client and volunteered his
opinion on what the problem was and how to solve it. The
client looked at me and asked me what I thought of the installer’s
recommendation. My client’s desperation was apparent. It also
explained why her network wasn’t working – too much advice.
Yes, I was a bit shocked by the question, but quickly composed
myself and told the client “Before I offer any recommendations, let
me finish asking you a few additional questions so that I can
carefully diagnose your problem.” With that
statement, the dishwasher installer quickly disappeared and I was
able to quickly and correctly solve her problem. She had simply
installed the network cable in the wrong place. Elapsed time:
about 10 minutes. My client had spent over a week trying to solve
this problem. She had spoken with or emailed Microsoft, Symantec,
Linksys, et al. FYI, the dishwasher recommended (incorrectly) that
her Internet signal was probably being degraded by too many users in
her neighborhood - a popular myth in our area. Oh, brother! |
Don’t install more firewalls.
Actually, if
your PC is having a serious problem, remove your firewall software.
If you cannot access the Internet, the firewall software may
actually be the problem. When installed properly, firewalls can
provide protection from sophisticated on-line intruders. In most family situations, firewalls
provide protection against a low-probability attack. Effective
marketing by software providers has convinced PC users that they
need more protection. There is something comforting and strong in
the word ‘firewall’. The problem is that most PC users don’t
understand what firewalls do and how they need to be set up. If
your PC is already acting badly, it’s too late for a firewall. Now
for the ultimate catch-22. Firewall software will shut down your
internet access if it believes your PC is being attacked. In most
cases, your wireless router has a built-in firewall. In addition,
Microsoft XP Service Pack 2 has a built in software firewall.
That’s plenty. If you're not sure about setting up this
software, don't do it.
Avoid changing settings.
If you have a problem
connecting to the Internet, every software, hardware, or Internet
broadband provider will blame the ‘other guy’ and ask you to change
settings of other software – which will almost certainly make
matters worse. If you do change any setting, keep notes on
what you are doing - in case you have to undo it later.
Avoid PC help from the cable/help guy.
If a technician from the cable or phone company
visits you to install your high speed connection (cable or DSL), let
them make sure this equipment works properly – and that’s it. Too
often, you will ask them about other PC or network issues. A
sympathetic technician will try to provide some quick assistance.
They are not qualified and NOT ALLOWED to do this and, if there are
problems after they leave, you will not be able to find them to
determine ‘what they did’.
This article may
be reproduced with permission of Fred Litt, Family Technology
Associates. Contact Fred at 201-315-4943
fred@FamilyTechnology.com for details. |
