Author Archives: Jason Thomas

Cloud Storage? Why? Which?

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Cloud StorageCloud Storage? Why? Which?

Let’s start off by addressing the use of the word “Cloud” by saying that it is basically just a fancy marketing word used for the internet.  When you connect to “Cloud” storage, or a “Cloud” based application, you are simply connecting to a service on the internet.  There is little to no difference to what everyone has been doing for years, except that the services have become more robust and user friendly.  In fact some of the services are exactly the same with just new client interfaces or front ends on them.  A great example of this is the calendar systems that everyone is using to sync their Apple devices to.  They run on the iCal to WebDAV systems, and iCal was developed in 2002 and WebDAV was started back in 1996.  Even some of the file storage systems are using WebDAV, FTP, or SFTP which has also been around for a long time.  The point I’m trying to make, is that this technology really isn’t that new, and all the hype and worry about storing stuff in the “Cloud”/ internet shouldn’t make everyone worry so much.  Like anything in computers, have a backup, and think security.

Now on to storage…  You can now store basically any file type on the internet, but it depends on what you want to store and why you want to store it.  It makes no sense to go out and get a Carbonite account, if you want to stream media, how ever if you want a cheap but reliable backup service, then it makes perfect sense.  I like to break online storage up into a few categories:  Backup, Syncing of user files, and Calendars/Contacts.

Backups are a must….  You should always have at least two, and I always recommend one on site backup (for quick use) and one offsite backup (either removable drives or online).  There are several online backup sites such as Carbonite, Mozy, etc.  Check for pricing, privacy, and ease of use.  I currently recommend Carbonite for their price and ease of use.  I have also gotten really good feedback from clients on their service.  If you are looking for something more private then there are always local vendors doing backup services as well.  The big thing to remember about backup services is they are designed specifically for that, BACKUP….  Yes, some will let you access specific files remotely, but that is not what they are built for, nor do their interfaces make it easy.

Syncing of user files is something that everyone should get used to….  If you’re not doing it, you soon will be.  The major companies in the tech industry are pushing us there (personally I love it).  There are many different services to use, and yes most of the big ones are done by big tech companies.  Google has Google Drive, Apple has iCloud, and Microsoft has their Sky Drive.  Each of these services are built to revolve around their products, but also allow for others to make use of parts if not all of the storage.  This does not mean that you are stuck using their service if you are using their products. My personal favorite syncing service is DropBox.  It gives you a folder on your computer to drag and drop things into, and then these files are available online and on your other devices.  There are also other services such as SugarSync, Box, and Insync.

Simply put Calendars and Contacts are normally best stored on the platform that you use the most.  If you are a Google and Andriod type person then you should clearly be using Google.  If you are an Apple and iOS type person then you should be using iCloud.  And yes Microsoft, Blackberry, and many others have their systems for syncing as well.  The big issue is what happens if you use multiple platforms.  Just through trial and error (more like pulling teeth and hair) I have found that using Google as the main storage of Calendars and Contacts appears to be the most reliable and interchangeable when using multiple platforms.

There are many other reasons to store information online that we have not covered and many other services.  Just make sure that you choose the right service for your particular needs.  You will probably find out that you need several services to meet all your needs.  We currently use Drop Box, iCloud, and Google Drive, all for different reasons.  You may need a service like MediaFire that allows a large amount of data to be stored.  You may need a streaming media service like iTunes (yes you can upload media to iTunes to be played across other devices).  The point is to do your research, and ask opinions to find the best service for your needs.

The last thing to discuss is security and privacy.  There are very few, if any, services that have not yet been hacked or found a security hole.  So when you are putting things online, make sure that they are not things that would be detrimental if they got into the open.  You can also use software to encrypt files before uploading them, and decrypt them when you use them.  Protect yourself and your data, don’t rely on the service to do that for you……

Jason Thomas
J&J Computers 

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Buyer Beware! The Return Scam…..

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The Return ScamBuyer beware of The Return Scam!  

This isn’t really a new scam, but it is newer for the tech industry and it’s becoming more prevalent every day.  The basics of the scam is that you buy a new high end tech toy (i.e. Table, Computer, etc.) and when your ready to unwrap and play with your great new device it’s a fake, dud, or maybe not even in the box.

What appears to be happening is that some very unworthy people are buying devices, taking them out and keeping them (or selling them to someone else for profit) and then returning the original wrapping / container for a full refund.  The retail stores are then putting them back on the shelf and reselling them, in-which others then buy.  These people / criminals are even going to the extent of putting in fake versions of the devices or re-shrink wrapping them so they look like they were never opened.  Unfortunately the end buyer then has to take up the issue with the retail store and try to prove that they didn’t take the original device and that they bought it that way from the store.  It also normally takes a lot to get the retail store to admit that they were originally had by the scammer and put the returned item back for sale.

For the purpose of this writing we are going to assume that everyone reading this agrees that the scammer is a low life thief,  and not worth anymore time typing about.  Our big issues is with the retail stores that are somewhat helping the scammer get away with it.  If I’m buying a new high end gadget, that is very expensive, I expect that device to have come from the factory and sold to me only.  Not to have been sold, returned, and then resold…..  Even if it looks like it hasn’t been opened.  Scamming aside, what if it was dropped after purchase, or left out in a hot car, etc….  Even these things can cause damage.

Retail stores have to take returns.  I get that!  However they have different outlets for dealing with those returns.  Some have the ability to return them to the manufacturer.  Some have outlet stores.  Some even sell their returns to companies that specifically resell returned items.  At the least, they can mark the item as a returned item and offer either a discount or a warranty with the product.  A great example of this is Fry’s Electronics.  They take items back all the time.  They open the packaging up, inspect it, mark it as a return (so everyone, including the next buyer knows it) and then place it back on the shelf with a small discount.  But other retailers shouldn’t be putting returns straight back on the shelf to sell to an unknowing customer.

WHAT CAN YOU DO?  This is a great question, and we have a few suggestions….

1.  When ever possible buy directly from the factory or company that makes the product.  An example of this is any Apple product.  Why would you buy an Apple product from a Target, Walmart, or Best Buy, when you can buy it directly from an Apple store for the same price?  They will know their products better and have less issues with returns than a general store that sells multiple companies products.

2.  When possible, open up the product in the store to inspect it.  No I don’t mean go around opening a bunch of boxes.  What I mean is that if the store allows it within their policies, open only the one you intend to buy.  If its not a store that would allow this, open it up and inspect it as soon as possible.  The less time between purchase and finding an issue, the less issues you will have if there is a problem.

3.  Always inspect the packaging of the item you intend to purchase.  If the shrink wrap, box, container, plastic security tab, or any thing doesn’t look right, pick out another one on the shelf.  Each one on the shelf should look identical, and if one stands out for any reason, don’t purchase that one.

At the end of the day retail stores are not trying to sell products that aren’t worthy of sale, but they should have better systems in place to track and stop return situations like these.  As consumers, we need to be aware of these situations and do what we can to protect ourselves when possible.

Recent related article:  CNN

Jason Thomas
J&J Computers 

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Java….. Why do you still have it?

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Over the past few months I have had to post so many things on Facebook and have read so many articles about Java exploits and patches that need to be done, that I am plain sick. This isn’t even mentioning the repeated annoyance of the Java update agent constantly popping up. Why do we keep subjecting ourselves to this software, and do we really need it?

The plain truth is that most of us don’t actually need Java anymore, but yet most (even after several warnings to do so) won’t uninstall it. As a computer tech, you would think that I would be the one that needs this software for at least some small function. However, I uninstalled it over three months ago now, and have not run across even one situation in which I do. Even for those that do need it, if you uninstall it and then need it, you’ll get a notice that it needs to be installed. Then you can just install it again. This way at least you are running the most up-to-date version.

Almost every time I mention to someone that they should uninstall it, they ask the question “What will happen if I don’t?” We’ll the answer is hopefully nothing, but it leaves you open to known security issues, and may result in you getting infected with either Viruses, Trojans, or Malware which all can cause lots of issues and down time. No matter how many times they update this software, they can’t seem to get it secure (probably due to it’s root functions). This past couple of months it got so bad that Home Land Security issued a warning about uninstalling it, and Apple forced it to be disabled in it’s OS (operating system).

The other big issue with this software package is that even bigger companies aren’t paying close attention to it. Just in this past month it was reported that Microsoft, Apple, & Facebook all had internal issues of infection due to Java Exploits. How and why is it that such big companies can’t and aren’t uninstalling Java? Do they really need it for their internal systems? And is our information and systems compromised due to them being vulnerable (and by reports infected)? These are big questions that their administrators and we as users of their systems should be thinking about and taking to heart.

I ask and I plead with readers of this article, if you don’t need Java then uninstall it. If you do need it, then make sure you are only and always running the most up-to-date version. We pride ourselves at keeping our clients protected as much as possible, but even we have had multiple issues over the past months due to clients getting infected from Java exploits by not heeding our warnings.

Jason Thomas
J&J Computers 

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iPad, Kindle, or Nook?

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A lot of people have written about which in their opinion is the better device to get as an eReader.  This short but sweet post will be the same, but yet possibly different.

All three devices can download ebooks and let you read them.  All three have their plusses and their minuses.  Let’s look at a few.

Readability:  If you are looking for ease on the eyes, then the iPad is not for you!  The Kindle and Nook do a much better job of being easy on the eyes due to their screen technology.  Instead of using a traditional screen style they use a black/white e-ink screen.  This type of screen is very easy to read and therefore makes it easier to read for a longer time.  This type of screen also makes it much easier to read in direct sunlight, where as the iPad has glare issues.

Speed:  The iPad is fairly fast at loading and page turns.  The Kindle does not seem to be as fast as the iPad, and the Nook about the same, if not a little slower.

Battery Life:  This all comes down to the model or generation that you buy.  Each newer version appears to be getting better at this.  Everything I have read does suggest however, that the Kindle and Nook have a better battery life than the iPad, and most likely this is due to the e-ink screen mentioned earlier.  This type of screen does not use backlighting as the iPad does, therefore uses less energy.

Connectivity:  This too differs from model to model.  All three have WiFi only versions, and all three have 3G + WiFi versions.  This just comes down to what you need and what price you are willing to pay for it.

Price:  Yep, this is a big one!  I’m not going to quote prices (mainly due to them always changing), but let’s sum it up as the iPad is a lot more!  The Kindle and Nook have very similar prices for very similar features.

Functions:  With the BIG price tag of the iPad also comes a lot of features….  It is not just an eReader!  And I don’t care what others are saying, it is a mini computer, and for some people can be a laptop replacement.  It has lots and lots of apps, and can do a lot of functions that laptops can do.  Now I will say that it is very limited as far as being a computer, but for those that mainly just surf the net and read, it is a great device.  The Kindle and the Nook however are just eReaders.

These are just a few things to think about before buying one of these devices.  As for which is the best one, well that depends on the person.  Each person needs to go and test each one, then make their own decision.  As for me, the iPad is the way to go!

One last food for thought….  Is it the right time to get one of these devices?  Well maybe not…  There are already rumors of another version of iPad being released, and the majority of people are speculating that it will now have at least one camera and even better screen.  There is also the possibility that the Kindle and Nook may go color in the next year with the invent of new color e-ink screens.  Well that’s the way technology is!  Wait a year and everything is smaller, thinner, faster, and better.

Jason Thomas
J&J Computers 

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How to Change XP Desktop or Picture

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1.  Right click on any blank area of your desktop, then select “Properties” from the menu.

2.  The “Display Properties” box will appear.  Click on the “Desktop” tab at the top.

3.  From here you can select any of the pictures listed in the “Background” selection box, or you can click the “Browse” button to browse your computer for another picture.

4.  After selecting the picture you want for your background from either the “Background” selection box or from the “Browse” button, you need to deside how you want the picture to be displayed via the “Position” drop down menu.  You have the choices of: Center, Tile, or Stretch.  After you select one the preview display will show you what it will look like on screen.

5.  You can also change the color of the background behind the picture by using the “Color” drop down selection box.

6.  After making all these selections, hit “Apply” and then “OK”.  You should now have the new background displayed with the choices you wanted.

 

Jason Thomas
J&J Computers 

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How to Set your Home Page in Internet Explorer

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1.  Start by opening up Internet Explorer and selecting the “Tools” menu in one of these two areas.  Then select “Internet Options” on this menu.

2.  This will open up the “Internet Options” box.  Make sure you are on the “General” tab.  It will look like this.

3.  In the “Home Page” dialoge box you can type in the home page or pages you want to open.  You can also select the button “Use Current” and it will automatically put in the url’s of the pages that are currently open in your browser.  For faster loads of your browser to type in your own url, you can select the “Use Blank” button and this will set the broswer to open a blank home page ready for you to type an adress into.

4.  After you are done, click “Apply” and the “OK”.  This will implement the changes and close the “Internet Options” box.

Jason Thomas
J&J Computers 

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First Line Help Desk Technicians

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So, we have all probably been there, it’s 10:00 am and you have a project that’s due at 10:30 but your internet isn’t working so you can’t finish it.  You call your internet provider for help and you get some first line help desk technician that wants to know your name, your address, your telephone number (just in case they lose contact with you), your last four of your social, your make and model of computer, your brand of modem, etc.  After 10 minutes of answering questions that have nothing to really do with the issue, and then they start walking you through this mundane check list of:   Is your computer connected directly to your modem (which almost no one is anymore).  Does your modem have power?  How many lights are lit on your modem?  And the list of questions goes on and on…  They will even ask you to reboot your modem, and reboot your computer.  (Don’t get me wrong, this list of questions is necessary for figuring out the problem, but most of us have already checked these things before we even called them, and even if you have checked these things, they will normally make you do them again.)
Now if it was a simple problem, the standardized checklist given to these people has done its job, and you are back up and running.  It doesn’t matter to them that this took 30 minutes to do, as long as you are up and running.  Now if this list doesn’t fix the issue, then they ask you to hold on for just a minute to see if there is an outage in your area (Yes, this should have been checked already, but they normally don’t!)  After about 2 – who knows how long on hold, they come back with a response that there isn’t an outage in your area (assuming there actually wasn’t), and that their not actually sure what the problem is but they want to have you try some things.
They will then have you double click on some icons, read some settings, and do any of a number of procedures.  During this process they will put you on hold numerous times for unknown reasons, and come back with another great thing to look at.  For the truth of the matter, they don’t know what the issue is and they are putting you on hold to check with more skilled people or to look into a data base of pre-worded scripts to read from, all the time hoping that one of these things will get you back on line.
In the end, and way after your deadline, one of three things will happen:  1. They will either accidentally come across something that fixes your issue.  2. They will forward you to a second line technician (that will probably start some if not all of this process over again.)  3. They will tell you that the problem is not on their end and that you should have your computer looked at by someone.
I’ve known several people that have worked these types of jobs and the fact is that they don’t get a lot of training, and the majority of the time they are reading scripts of the most common easy to answer problems there are, and they are fighting the clock of how long they have been on the phone with you (Yes, a lot of them are scored by their employers how fast they can solve your problem, get you off the phone, and answer the next call.)  Every so often you will get someone skilled with extra knowledge, but this isn’t the norm.
I recently had a client that was putting up a new website, and although she could connect to the internet, she could not see her new site.  All other sites were working, just not her site.  So she started the phone calls to see what the problem was.  Her first call was to the web host for her new site.  The web host front line tech told her that there wasn’t a problem with the site and that they could see it just fine.  After a few simple procedures, they referred her to her internet provider.  So following this advice, she called her internet provider.  The front line tech for her internet provider went through the normal BS as front line techs are trained to do.  This resulted in basically nothing and she was forwarded to a second line tech.  The second line tech went through all kinds of procedures that my client didn’t understand and went even as far as taking remote control of one of her computers to hunt down the issue.  In the end, the second line tech had no clue and told my client that the issue wasn’t on their end and that something had to be wrong with her system and she should have someone look at it.
At this point my client had basically wasted more than one and a half hours on the phone with help desk technicians reading scripts and fumbling through the problem, so she then calls me.  Luckily I have remote access to this clients system, so I log in remotely.  I test on my local machine the URL (web address) for her new site and the tech from the web host is correct, the site is up and running.  I test it on her machine and it isn’t available.  So I bring up a DOS window and ping that URL of the site.  It responds back that the DNS (Domain Name Server) can’t resolve the IP address.  I ping it on my local machine to get the IP address and then type this address into the browser on her system, and poof the site appears.  It’s a DNS issue!  I look up her DNS server IP addresses and verify that they are the standard addresses for her internet provider.  I change my DNS servers to hers and poof, I can’t get to the site anymore either.  I then set her DNS servers to use an additional server not provided by her internet provider and she is up and running!
The whole process of fixing the issue took all of 30 minutes, and the majority of the time was spent on the phone with the client getting an explanation of the problem and what she had to go through with the other techs.    Not only was this problem easy to find, it was easy to resolve.  The other techs either just didn’t have the training, knowledge, or care.  A few days later we were able to take the additional server out of her DNS list because the internet provider’s DNS servers finally got the necessary information to make her site show up.
This is not an isolated instance and I could tell many more scenarios where things like this have happened.  The big issue is that companies are worried about their bottom line so much, that they aren’t spending the time training their people to actually support you.  It is all about the efficiency of time and money to them.  The main reason I used this real case scenario, was that not only should all three techs before me have been able to find and fix this issue, but that both companies could have corrected this issue on their end if their techs had the knowledge to be able to find the problem.  Instead, this site and possibly others from this web host, were not available to most of the internet clients from this provider for an extended amount of time.
Two final thoughts:  1. Companies need to start taking the time and money to train their support people properly.  In the long run it will only benefit the company to give the proper support and keep their clients happy with the services they are contracted to supply.  2.  If you find yourself in one of these situations that a first line help desk technician can’t find your issue, don’t get mad!  Just realize that they are just doing the job the best way they can and the way their company has trained them too.  And just because they can’t find the issue and resolve it, doesn’t mean that a call to a more knowledgeable resource is in vain.

Jason Thomas
J&J Computers 

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