Problem: A user reported that she couldn't print to a network printer unless she also had her MacBook Pro physically plugged into the network. The printer is an HP Color Laserjet 4600, installed with the standard HP driver, which works just fine while wired. So, I dusted off my MacBook and tested wireless printing, too. Same thing, no print. Apparently, the HP drivers don't support wireless printing on the Macs; at least I couldn't get it to work.
Solution: I installed another instance of the printer on the Mac, this time choosing "Generic PostScript Printer". It works for me.......
Wednesday, June 10, 2009
Thursday, February 26, 2009
Google Search
Problem: No problem. I just logged on today to add Google Search to my Favorite Links. In fact, if I did have a problem, I'd probably just go to Google, key in one or two relevant words and hit the "I'm Feeling Lucky" button. Chances are the hit would be exactly right and solve my problem. It's almost too easy.........
On second thought, I think I really do have a problem. I originally started this blog to serve as a repository of notes about problems and solutions, mostly for my own reference, so I wouldn't be spending all of my time re-inventing the wheel while searching for solutions. I'm finding that I don't even use the site anymore. I just go to Google. I'm here to help people solve computer problems. They come to me after they've lost all hope of solving some horrible mess they're in. I listen intently, pat them on the back and try to assure them they've come to the right place. I say, "I'll get back to you", and then go off to my cube and fire up Google. Ususally, in a matter of seconds, the answer to the problem is right at the top of the search results. Google gives me the answers so fast that I can't even go back to the user right away. It would seem too simple and it might embarrass them. Oh right, who am I kidding? If they found out where I get my answers they wouldn't bother coming to me anymore. The answers to all problems in the world are being supplied by Sergey Brin and Larry Page. These guys are truly beyond genius.
Solution: Google
On second thought, I think I really do have a problem. I originally started this blog to serve as a repository of notes about problems and solutions, mostly for my own reference, so I wouldn't be spending all of my time re-inventing the wheel while searching for solutions. I'm finding that I don't even use the site anymore. I just go to Google. I'm here to help people solve computer problems. They come to me after they've lost all hope of solving some horrible mess they're in. I listen intently, pat them on the back and try to assure them they've come to the right place. I say, "I'll get back to you", and then go off to my cube and fire up Google. Ususally, in a matter of seconds, the answer to the problem is right at the top of the search results. Google gives me the answers so fast that I can't even go back to the user right away. It would seem too simple and it might embarrass them. Oh right, who am I kidding? If they found out where I get my answers they wouldn't bother coming to me anymore. The answers to all problems in the world are being supplied by Sergey Brin and Larry Page. These guys are truly beyond genius.
Solution: Google
Tuesday, November 18, 2008
Apple might not Care
Problem: About a year ago I wrote a post entitled AppleDoesCare, which I wrote after a long battle with the Apple support structure. I was happy with the final solution but it was a terribly long ordeal. I had been royally pissed, but in the end, I relented and decided that at least some people at Apple do care about satisfying customers.
A recent incident has me re-thinking that post. This new incident had me investigating the possible repair of a MacBook Pro which was accidentally dropped by one of our users. I dutifully jumped through the hoops and got in contact with Apple Online Support. Very quickly, they set me up with an appointment at the local Apple store with a "Genius" to work on my problem. (Sounds good, eh? I'm glad they're all geniuses. It gives me an extra sense of hope that they're going to know.......well, pretty much everything). As it turned out, the Genius didn't dazzle me with omniscience. I think he was actually just quoting from a script, automaton-like. I'll paraphrase: "Sorry sir, but the damage to your machine was accidental. That's not covered by the AppleCare Agreement. To fix that broken display will cost you $758.00. I'd better take it in the back to check for other problems". (wait.....wait.....wait.....) Ten minutes later: "Sorry, but there are other problems. I suggest you send the machine to our factory for the flat-rate fix of all the problems. That will cost you $1240.00". .......... All of this with a completely straight face. He was a nice enough guy, but then they all seem nice around the Apple store. Anyhow, $1240.00 is about the price of a new machine. Thanks, but no thanks, Apple.
The Whopping repair fee is only part of the problem. I wrongly assumed that having an extended warranty might give us some kind of a price break. Not a chance. The Genius told me that AppleCare doesn't cover accidental damage at all. Also, the online support technician who sent me to the Apple store knew the damage was accidental and didn't bother to tell me that it was going to cost us to fix it. The trip to the Apple store was a complete waste of my time.
I don't know how they compete. Most of our machines are Dells. And, when we order a Dell laptop, we generally also order the Complete Care option, which covers accidental damage. Dell's quality is just as good as Apple's, maybe even better for some things. When something goes wrong with a Dell, the Technician will come right to the site to work on it, if you want him/her to.
I'm not sure why we ever buy Apple products other than the fact that some of our people get caught up in the Apple hype. You've got to hand it to the marketing guys. Every TV show or movie where you happen to see a computer in the scene usually shows a Mac. If you ever go to an Apple store you'll see hoards of people standing elbow-to-elbow waiting for iPhones, iPods, iThis and iThat. iThink that most of their products are so immensely popular that their customers are completely blinded to what's happening behind the scenes. So, Apple obviously has something going for it. However, not for me.......
Solution: Dell
A recent incident has me re-thinking that post. This new incident had me investigating the possible repair of a MacBook Pro which was accidentally dropped by one of our users. I dutifully jumped through the hoops and got in contact with Apple Online Support. Very quickly, they set me up with an appointment at the local Apple store with a "Genius" to work on my problem. (Sounds good, eh? I'm glad they're all geniuses. It gives me an extra sense of hope that they're going to know.......well, pretty much everything). As it turned out, the Genius didn't dazzle me with omniscience. I think he was actually just quoting from a script, automaton-like. I'll paraphrase: "Sorry sir, but the damage to your machine was accidental. That's not covered by the AppleCare Agreement. To fix that broken display will cost you $758.00. I'd better take it in the back to check for other problems". (wait.....wait.....wait.....) Ten minutes later: "Sorry, but there are other problems. I suggest you send the machine to our factory for the flat-rate fix of all the problems. That will cost you $1240.00". .......... All of this with a completely straight face. He was a nice enough guy, but then they all seem nice around the Apple store. Anyhow, $1240.00 is about the price of a new machine. Thanks, but no thanks, Apple.
The Whopping repair fee is only part of the problem. I wrongly assumed that having an extended warranty might give us some kind of a price break. Not a chance. The Genius told me that AppleCare doesn't cover accidental damage at all. Also, the online support technician who sent me to the Apple store knew the damage was accidental and didn't bother to tell me that it was going to cost us to fix it. The trip to the Apple store was a complete waste of my time.
I don't know how they compete. Most of our machines are Dells. And, when we order a Dell laptop, we generally also order the Complete Care option, which covers accidental damage. Dell's quality is just as good as Apple's, maybe even better for some things. When something goes wrong with a Dell, the Technician will come right to the site to work on it, if you want him/her to.
I'm not sure why we ever buy Apple products other than the fact that some of our people get caught up in the Apple hype. You've got to hand it to the marketing guys. Every TV show or movie where you happen to see a computer in the scene usually shows a Mac. If you ever go to an Apple store you'll see hoards of people standing elbow-to-elbow waiting for iPhones, iPods, iThis and iThat. iThink that most of their products are so immensely popular that their customers are completely blinded to what's happening behind the scenes. So, Apple obviously has something going for it. However, not for me.......
Solution: Dell
Wednesday, April 16, 2008
Techies Never RTFM
It's true. Techies never read. Even people who just think they're Techies never read. Let's face it, reading just isn't macho; at least not macho enough for Techies. Some of us try to write. But, we know in our hearts we're just writing to hear ourselves talk. (I used to have 2 readers, but now it's just me and my diary, and I still write sometimes). But READ? Never!!!
Problem: The Lovely Mrs. K (who I'll refer to as: LMK) and I bought a new refrigerator 6 months ago. It's a beautiful thing, stainless steel French doors, lots of space, very quiet. Even makes ice. Well, now it does. For the first 6 months it didn't. It's not because I hooked up the water wrong. Water was actually making it's way to the ice maker and filling up the tray. The problem was that the tray just wouldn't dump. Now (Diary), I know you'd like to hear the whole story, but it's just too long and ugly and I think even you would be bored, let alone the Techies who really should be reading this. So, I'll skip the first 5 months and 29 days, the many phone calls between the LMK and several refrigerator technicians and other service people and countless hours of wondering why this thing wouldn't work. I'll jump to the day the light came on, so to speak, when the final technician showed up with the 3rd ice maker, which also didn't initially dump the ice. The conversation went something like this:
LMK: "It's still not working."
Tech: "Yeah, I see."
LMK (the pseudo-technician, holding up a part): "Were you supposed to put this in?"
Tech: "Oh, yeah. That's the arm that controls the rotation of the tray. Hand it here. Now, hand me that short phillips head."
LMK: "What am I, your gofor?"
Tech: "Please, ma'am."
....15 minutes later....
Tech: "There, now it should work."
LMK: "Yeah but it doesn't."
Tech: "I see."
.... tic, tic, tic ....
LMK: "It should have worked 6 months ago."
Tech: (looking at the LMK, faint grinding sound coming from jaw area)
LMK: "What do you think could be wrong?"
Tech: "I don't know, yet."
LMK: "Did Lowes send you here?"
Tech: "No, I work for the manufacturer. They sent me."
LMK: ("comforting")
Tech: ("what to do?......what to do?.......hmmmmmmm")
LMK: (looking at the control panel inside the door) "What's that little blue light?"
Tech: (looking, .....furrowed) "Hmmm, I don't know."
LMK: "Hey, it's not just a light, it acually says something. Let me get my glasses."
....we wait....
LMK: (squinting through glasses) "It says, 'No Ice'. What does that mean? ...... We don't want any ice?"
Tech: "I don't know!"
LMK: (pushing button #1 on the control panel *) "I wonder what this does?"
(whirring sound as the ice tray turns over, .... rattle, rattle ,etc.... as the ice dumps out of the tray)
Tech: (scratching his head; still furrowed) "Well, I'll be darned!"
Solution: RTFM
* Samsung - Refrigerator User Manual, Code No. DA68-01632A REV(0.3), pg. 20 - Operating the SAMSUNG French Door Refrigerator - USING THE CONTROL PANEL
Problem: The Lovely Mrs. K (who I'll refer to as: LMK) and I bought a new refrigerator 6 months ago. It's a beautiful thing, stainless steel French doors, lots of space, very quiet. Even makes ice. Well, now it does. For the first 6 months it didn't. It's not because I hooked up the water wrong. Water was actually making it's way to the ice maker and filling up the tray. The problem was that the tray just wouldn't dump. Now (Diary), I know you'd like to hear the whole story, but it's just too long and ugly and I think even you would be bored, let alone the Techies who really should be reading this. So, I'll skip the first 5 months and 29 days, the many phone calls between the LMK and several refrigerator technicians and other service people and countless hours of wondering why this thing wouldn't work. I'll jump to the day the light came on, so to speak, when the final technician showed up with the 3rd ice maker, which also didn't initially dump the ice. The conversation went something like this:
LMK: "It's still not working."
Tech: "Yeah, I see."
LMK (the pseudo-technician, holding up a part): "Were you supposed to put this in?"
Tech: "Oh, yeah. That's the arm that controls the rotation of the tray. Hand it here. Now, hand me that short phillips head."
LMK: "What am I, your gofor?"
Tech: "Please, ma'am."
....15 minutes later....
Tech: "There, now it should work."
LMK: "Yeah but it doesn't."
Tech: "I see."
.... tic, tic, tic ....
LMK: "It should have worked 6 months ago."
Tech: (looking at the LMK, faint grinding sound coming from jaw area)
LMK: "What do you think could be wrong?"
Tech: "I don't know, yet."
LMK: "Did Lowes send you here?"
Tech: "No, I work for the manufacturer. They sent me."
LMK: ("comforting")
Tech: ("what to do?......what to do?.......hmmmmmmm")
LMK: (looking at the control panel inside the door) "What's that little blue light?"
Tech: (looking, .....furrowed) "Hmmm, I don't know."
LMK: "Hey, it's not just a light, it acually says something. Let me get my glasses."
....we wait....
LMK: (squinting through glasses) "It says, 'No Ice'. What does that mean? ...... We don't want any ice?"
Tech: "I don't know!"
LMK: (pushing button #1 on the control panel *) "I wonder what this does?"
(whirring sound as the ice tray turns over, .... rattle, rattle ,etc.... as the ice dumps out of the tray)
Tech: (scratching his head; still furrowed) "Well, I'll be darned!"
Solution: RTFM
* Samsung - Refrigerator User Manual, Code No. DA68-01632A REV(0.3), pg. 20 - Operating the SAMSUNG French Door Refrigerator - USING THE CONTROL PANEL
Friday, April 11, 2008
Connect Wireless NIC Before Logon
Problem: A user with no cached credentials couldn't get to the domain to be authenticated for logon while using only a wireless NIC.
Solution: Again, several of our colleagues on the internet also had this problem and suggested a solution. It turns out that some wireless NICs (for some odd reason) don't activate until the user logs on. Of course this doesn't do you much good if you need to contact the domain for authentication before you're allowed to logon. Anyhow, if you set Windows to control the NIC, it will connect before anyone logs on. So:
- Start the Wireless Zero Configuration (WZC) service if not already started.
- Go to your Wireless Network Connection Properties and choose the Wireless Networks tab.
- Check the box labeled "Use Windows to configure my wireless network settings".
Friday, November 09, 2007
AppleDoesCare
I was poised to write a nasty blog about the problem below, but I counted to 10. I'm really glad I did, because when I don't give myself time to cool down I make a bigger-than-normal ass out of myself. Fortunately, I found out that Apple really does care about my problems (at least they seemed to after the nasty note I sent to THEM). Anyhow, I did get a satisfactory answer from them instead of the usual curt "you'll have to call AppleCare", and thus I didn't have to entitle this entry AppleDontCare.....
Problem: I had a drive go bad in a Macintosh Xserve RAID array. This had happened before and it wasn't a big deal at the time because the equipment was under warranty, and all that was needed was a simple call to AppleCare. That time, a technician showed up in a few days, slid the new drive into the array and the array rebuilt itself. This time, now that our AppleCare agreement is expired, I can't make that simple call, so I had to find my own solution. (Interlude: Apple doesn't extend their service contracts. I guess they'd rather not be in the repair business if they don't have to. Hey, who can blame them if they can get us to just buy new stuff when the service agreement runs out?). When the AppleCare agreement ran out, it was difficult to find anyone who knew anything about Apple server equipment, let alone anyone who would sign a service agreement. But Apple told me they would be glad to drop-ship any parts I needed in the future. Yeah, I bet they would be glad; check their prices! Anyhow, this is fine as long as you can figure out which part you need. So, when the drive failed, I logged onto our friendly Apple Store and found that the price of a replacement drive would be $499.00 ............................................[audible gulp]. Okay, next stop was Weirdstuff.com, where I found a viable replacement drive for $49.95. Guess which one I chose. So, the drive from Weirdstuff didn't have the fancy carrier for inserting the drive into the RAID device, but I was willing to put the new drive into the old carrier to save $450. Besides, I was getting a replacement drive with exactly the same part number, from the original manufacturer (Hitachi). What could possibly go wrong? Well, the bottom line is that it didn't work in the array. The drive was fine; I had no trouble initializing it and partitioning it any way I wanted, and I tried it many different ways. No matter what I did, I couldn't get the Xserve RAID device to recognize the drive. RAID Admin would only report "Not installed", like it wasn't even there. After a couple weeks of total frustration, I checked the drive specs on the paper label for the 10th time, and compared it to the original drive. I noticed that the original drive had 251GB of space while the new drive specified 250GB. This rang a bell from the past; somewhere it's written that "when replacing a drive in a RAID array you must use a drive of the same size or larger". Could 1GB difference on a drive with exactly the same part number possibly cause the drive to be not recognized and be reported as "Not installed"? (I know this is a long story but I really need to practice being verbose for my up-coming novel. So, please bear with me; we're finally getting to the real problem). I had no one to ask about this. I had never found anyone who knew anything about Apple Server technology. I couldn't call Weirdstuff; there was absolutely nothing wrong with their replacement drive; I could prove that 7 different ways. I couldn't call Apple; well, I could call Apple and get rejected by the AppleCare agreement cops; I'd been down that road before. At this point you might say I should have ordered the $499 drive from Apple..... (Well, I thought about it; for maybe a nanosecond). Then I tried an old Apple technical contact, but didn't get an answer. I finally bit the bullet and called the Apple Sales Rep. A few terse notes went back and forth, and I could see my question going nowhere. I was caught in the old no-we-won't-extend-your-AppleCare-agreement-but-you-must-call-AppleCare-with-a-valid-agreement-number-before-we-will-talk-to-you, Catch-22.
Solution: That's when I finally snapped and wrote the nasty note to Apple. I really hate to call this the "solution" but this is what it took to get people to listen. It's unfortunate that we have to get so angry before someone realizes that we need help. In this case, several people jumped to my rescue, including a very knowledgeable Apple SE. He must have seen the problem before; he was very quick to confirm that the 1GB difference was enough to cause the disk drive to be unrecognizable and for RAID Admin to report it as "Not installed". One simple thing could have averted this entire fiasco: instead of the non-specific message "Not installed", perhaps RAID Admin could have looked at the drive and determined that there was not enough space and said something like, "Get a bigger disk drive, DUMB ASS"!! This might not have made me feel any better but it would have been a hell of a lot quicker.
Problem: I had a drive go bad in a Macintosh Xserve RAID array. This had happened before and it wasn't a big deal at the time because the equipment was under warranty, and all that was needed was a simple call to AppleCare. That time, a technician showed up in a few days, slid the new drive into the array and the array rebuilt itself. This time, now that our AppleCare agreement is expired, I can't make that simple call, so I had to find my own solution. (Interlude: Apple doesn't extend their service contracts. I guess they'd rather not be in the repair business if they don't have to. Hey, who can blame them if they can get us to just buy new stuff when the service agreement runs out?). When the AppleCare agreement ran out, it was difficult to find anyone who knew anything about Apple server equipment, let alone anyone who would sign a service agreement. But Apple told me they would be glad to drop-ship any parts I needed in the future. Yeah, I bet they would be glad; check their prices! Anyhow, this is fine as long as you can figure out which part you need. So, when the drive failed, I logged onto our friendly Apple Store and found that the price of a replacement drive would be $499.00 ............................................[audible gulp]. Okay, next stop was Weirdstuff.com, where I found a viable replacement drive for $49.95. Guess which one I chose. So, the drive from Weirdstuff didn't have the fancy carrier for inserting the drive into the RAID device, but I was willing to put the new drive into the old carrier to save $450. Besides, I was getting a replacement drive with exactly the same part number, from the original manufacturer (Hitachi). What could possibly go wrong? Well, the bottom line is that it didn't work in the array. The drive was fine; I had no trouble initializing it and partitioning it any way I wanted, and I tried it many different ways. No matter what I did, I couldn't get the Xserve RAID device to recognize the drive. RAID Admin would only report "Not installed", like it wasn't even there. After a couple weeks of total frustration, I checked the drive specs on the paper label for the 10th time, and compared it to the original drive. I noticed that the original drive had 251GB of space while the new drive specified 250GB. This rang a bell from the past; somewhere it's written that "when replacing a drive in a RAID array you must use a drive of the same size or larger". Could 1GB difference on a drive with exactly the same part number possibly cause the drive to be not recognized and be reported as "Not installed"? (I know this is a long story but I really need to practice being verbose for my up-coming novel. So, please bear with me; we're finally getting to the real problem). I had no one to ask about this. I had never found anyone who knew anything about Apple Server technology. I couldn't call Weirdstuff; there was absolutely nothing wrong with their replacement drive; I could prove that 7 different ways. I couldn't call Apple; well, I could call Apple and get rejected by the AppleCare agreement cops; I'd been down that road before. At this point you might say I should have ordered the $499 drive from Apple..... (Well, I thought about it; for maybe a nanosecond). Then I tried an old Apple technical contact, but didn't get an answer. I finally bit the bullet and called the Apple Sales Rep. A few terse notes went back and forth, and I could see my question going nowhere. I was caught in the old no-we-won't-extend-your-AppleCare-agreement-but-you-must-call-AppleCare-with-a-valid-agreement-number-before-we-will-talk-to-you, Catch-22.
Solution: That's when I finally snapped and wrote the nasty note to Apple. I really hate to call this the "solution" but this is what it took to get people to listen. It's unfortunate that we have to get so angry before someone realizes that we need help. In this case, several people jumped to my rescue, including a very knowledgeable Apple SE. He must have seen the problem before; he was very quick to confirm that the 1GB difference was enough to cause the disk drive to be unrecognizable and for RAID Admin to report it as "Not installed". One simple thing could have averted this entire fiasco: instead of the non-specific message "Not installed", perhaps RAID Admin could have looked at the drive and determined that there was not enough space and said something like, "Get a bigger disk drive, DUMB ASS"!! This might not have made me feel any better but it would have been a hell of a lot quicker.
Friday, February 23, 2007
How To Support Vista
Problem: With Vista now on the streets, users are starting to ask almost every day, "Okay, what's this Vista all about? What do we get with it? When are we going to install it?"; the usual questions following the hype of a new product. Well, I've been putting them off because I haven't even had a chance to try it yet myself. Until this week, I didn't think I'd be ready to do anything with Vista for a loooong time ...............
Solution: I had the great opportunity to attend Mark Minasi's 2-day Vista support class. Mark pointed out all of the good, bad and ugly features we needed to get started with supporting Vista. It was not only informative; it was the most entertaining technical discussion I've ever attended! Just where does he get his energy? If you look to the right, you'll see that I have also added a link to Minasi.com, for future browsing.
Thanks, Mark!
Solution: I had the great opportunity to attend Mark Minasi's 2-day Vista support class. Mark pointed out all of the good, bad and ugly features we needed to get started with supporting Vista. It was not only informative; it was the most entertaining technical discussion I've ever attended! Just where does he get his energy? If you look to the right, you'll see that I have also added a link to Minasi.com, for future browsing.
Thanks, Mark!
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