Being your own tech support person speeds up fixing the problem. While you’re not the expert in whatever fails to work the way you expect it, many companies have set up self-help systems anyway or they’ll ask if you did this ‘n that. So trying to solve the problem — or narrow it — can save you time as you’ll have the answers to standard tech support questions.

Photo from sxc.hu user laser

Tech support often follows a script. You contact them to report a problem. “Is it plugged in?” “Is it turned on?” They’ll continue down the list from the simple to the complex depending on your answers. Think of it like a flow chart: if yes, go this way. If no, go that way.

These steps are not in a specific order as different problems call for different approaches. The 10 steps will solve the most common problems.

• Reboot or shut down/turn back on. This works for almost every computer, accessory, mobile device and other electronics. When my digital video recorder (DVR) freezes or acts weird, I shut it down and turn it back on. This solves the DVR’s problem 99.99 percent of the time. We had to call the service provider once or twice in all these years. With laptops and PCs, try to shut down the computer before rebooting. Sometimes it can take a long time to shut down. Go do something else for a while and if the computer looks frozen, then turn it off. Wait a few minutes before turning it back on. I had a monitor acting weird (the other was fine) and asked my husband about it. He told me to turn it off and back on. (I can’t believe I didn’t even think of this.) It worked. I had never encountered this problem and sometimes we overlook the obvious.
• Run and update your anti-virus (daily) and anti-spyware software (weekly). I know plenty of successful professionals who don’t have their anti-virus applications automatically checking for updates on a regular schedule (more than once a day). Sometimes a situation requires turning off the anti-virus app and people forget to turn it back on. They forgot they turned off the software and never turned it back on. Most standard anti-virus apps run a full-system scan at least once a week.  Make sure yours does.
• Check cables and switches. The cable on my printer sometimes falls out. (The cable is barely long enough.) So first thing I do when printer doesn’t turn on — check that cable. My son has a laptop that only works if plugged in because the battery is dead and not worth replacing. He said the laptop wasn’t working. It was the surge protector where he had it plugged that was turned off.
• Go to manufacturer and developer websites. Manufacturer and developer websites often have forums, Q&As, support pages, knowledgebases and documentation with common problems and their solutions.
• Search the problem. Some of us forget that people experience the same problems and post them somewhere outside of the developer or manufacturer website. Look at this post I did in 2008 that solves the problem of the mouse not working in Microsoft Word. Notice the latest comment is a couple of months old. This is a three-year-old post. It’s tempting to ask a blogger, writer or expert for help. They won’t all respond or take the time to help because they get many requests like yours. They’re not trying to be rude, but they have jobs to do plus they are thinking “Let me Google that for you.” Be specific as possible in your search by entering error messages (if you get one) and the name of the application. Copy the error message or take a screen shot.
• Know how to save, export and import files in different formats. Many people emailed me when Office 2007 came out because they couldn’t open the .docx, .xlsx and .pptx files. Two solutions: Have the sender save these files as .doc, xls and ppt, and download the free Office file converter from Microsoft. Make “File > Save as” your friend. Thankfully, we’re seeing more standard formats like CSV files and ical, which you can import into Outlook, Gmail, Apple Address Book and more. Also find a resource (search for them — many free ones out there) that lets you save files into Adobe Acrobat (.pdf) format because the reader is free and everyone can open and view them.
• Narrow down the causes. A new tablet kept posting a notification that the new microSD card may be corrupted. I looked for a microSD card reader so I could test it out to rule out the possibility it was a bad card. Two of my readers were broken! Luckily, I found one and it confirmed the microSD card worked. I also verified there were no files on it. If it had files, I would transfer them somewhere else for safekeeping before reformatting the card. Problem solved. No more notifications.
• Uninstall and reinstall. After trying everything, remove and reinstall the app unless it’s something big like an operating system. First, back up your data files to a safe place.
• Test it on another computer or app. A client’s website looked weird in Firefox. Rather than panicking thinking the client’s website had a serious problem, I checked the website in other browsers and it showed up fine. The problem was a small one (it would’ve been a biggie had it happened on all browsers).
• Backup and sync all data. I have a stand-alone external drive that holds a backup of all my computer data AND I also backup to a cloud service. The cost of various backup solutions have gotten cheaper so there’s no excuse for not having a backup. Remember to backup your devices, too.

Solving the problem on your own saves time, avoids sugary sweet scripts thanking you for being a valued customers and how they want to help you or waiting for someone to respond to your call or email. Even if you can’t find the answer, you have a list of steps you’ve taken and can get through the script faster.

What tech support tricks do you have?

Copyright secured by Digiprove © 2011 Meryl Evans

A friend of mine bought another PDA when her Zire 22 wouldn’t charge. I asked her why didn’t she tell me as the solution could be an easy one. Nonetheless, I told her to try a soft reset and then a hard reset. She said she was charging the new one and then was going to put the new one into the old one’s cradle to see if it charges. Good idea, but I’d try the reset first.

Info on resets: Before doing any kind of reset, backup the device, if possible. A soft reset compares to rebooting a computer. Doing a reset doesn’t erase the data.

Most devices come with a small hole on the back. The tip of your stylus might be able to press it. If not, get a paperclip and straighten it. This works most, if not all, the time. Just insert the clip or stylus into the hole until you see the welcome screen appear. Some devices don’t have the reset button in an obvious place like the Tungsten T3 requires sliding it open to access the hole or the Treo 650 that has its reset button behind the battery door.

A hard reset erases all the data and returns the device to the way it was when you two first met. Again (can’t remind folks too many times), back up your data before doing a hard reset. Put the paper clip or stylus into the hole on the back of the device and hold it down while you press the power button until you see the screen appear with either a message asking if you want to erase the data, or the device’s default welcome screen. Also, check your device’s documentation because the hard reset process could be different — but this one is common.

After doing a hard reset, sync your device with the computer to restore the data. Before doing this, check the device’s documentation on restoring data. For instance, Palm OS users need to open HotSync and select Custom. Select the Conduit and click Change to “change the action to Desktop overwrites handheld.” Windows Mobile users open ActiveSync, click on Tools and then Backup/Restore. Select the Restore tab and click on the Restore Now button.

The Treo takes up one whole chapter of this book plus references in the communication-related. Still although the Treo is a popular PalmOS-based device, it rightfully doesn’t dominate the book. After all, many owners of PalmOS devices don’t need or want to have a powerful device like the Treo.

In spite of “hacks” in its name, the book isn’t as geeky or technical as it sounds. A hack is also known as a trick or add-on for adding more power to a program or system. However, not all of the tips are technically hacks because they provide how-to advice: annotate everything, find anything, get the most out of the date book, how to become a better student, and so on.

One caveat, when the book references another hack or figures, the light gray text barely appears and it is difficult to read. MacHaffie also refers to third-party software as a way to add more options, games, and functionality to the PalmOS device. It’s tough to please people with varying interests. It might’ve been better to refer to places where you can find and download software. Many people would appreciate these discoveries.

The games section, for example, has references to quite a few role-playing games (RPG) in comparison to other types of games. Most of the sections only take a few pages, so it’s not a big waste if the topic doesn’t catch your eye. Again, it’s tough to address a wide audience and there wouldn’t be enough material to create a separate book addressing only PalmOS games, student tips, and advice for business users.

Roughly about a fourth of the book covers communications, phone PDA hybrid tips, and multimedia. So those who have basic PDAs without any connections still get a bulk of information they can use. The 55 tips are listed in the table of contents listed on the book’s Web page (http://www.oreilly.com/catalog/palmtreohks/toc.html) and checking it out should give you a good idea if you’ll find the book useful or not.

You won’t find much tech jargon so the hacks are easy to understand. The book has tips for beginners, moderate users, and experts and each hack is represented by thermometer’s temperature (high for expert and low for easy) for quick reference. Very few hacks are at the expert level, so beginners and moderates should have no trouble applying most or all of the hacks.

Title: Palm and Treo Hacks
Author: Scott MacHaffie
Publisher: O’Reilly
ISBN: 059610054X
Date: October 2005
Format: Paperback
Pages: 234
Cover Price: USD: $24.95 Amazon: $16.47

If you run a weblog using Movable Type, then you can easily make it available for PDA readers. It takes under 30 minutes to set it up.

Select the weblog to convert to PDA format. Click on LIST & EDIT TEMPLATES > CREATE NEW INDEX TEMPLATE (just above the gray boxed area that lists your existing templates) .

In the NAME box, enter a name for the weblog. Mine says, “Portable meryl’s notes.”

In the OUTPUT FILE box, enter a name for the file with a .html extension. Here I enter, “pdanotes.html.”

Copy and paste the following and change the <TITLE> and the <DIV> right after the <BODY> tag.

<!DOCTYPE html PUBLIC "-//W3C//DTD XHTML 1.0 Transitional//EN"
"DTD/xhtml1-transitional.dtd">
<html>
<head>
<meta http-equiv="Content-Type" content="text/html;
charset=iso-8859-1" />
<TITLE>meryl's notes on the go!</TITLE>
<style type="text/css">
<!--
body {
	color:#333;
	background-color:white;
	margin:20px;
	padding:0px;
	font:11px verdana, arial, helvetica, sans-serif;
	leftMargin=0
}
h1 {
	font:bold 12px/12px verdana, arial, helvetica,
                       sans-serif;
	margin:0px 0px 0px 0px;
	padding:0px;
}
p {
	font:11px verdana, arial, helvetica, sans-serif;
	color:#333333;
	margin:0px 0px 0px 0px;
	padding:0px;
}
.Content>p {margin:0px;}
.Content>p+p {text-indent:0px;}
.tinyfont { font:8px verdana, arial, helvetica, sans-serif; }
.smallfont { font:9px verdana, arial, helvetica, sans-serif; }
.titlefont { font:14px verdana, arial, helvetica, sans-serif; }
a {
	color:#000000;
	font-family:verdana, arial, helvetica, sans-serif;
	text-decoration:none;
}
A:link { color: #09c; TEXT-DECORATION: none }
A:visited { color: #07a; TEXT-DECORATION: none }
A:active { TEXT-DECORATION: none }
A:hover {
	FONT-WEIGHT: normal; FONT-STYLE: normal
	BACKGROUND: #eee;
}
#Header {
	margin:50px 0px 10px 0px;
	padding:17px 0px 0px 20px;
	/* For IE5/Win's benefit height = [correct height] +
[top padding] + [top and bottom border widths] */
	height:33px; /* 14px + 17px + 2px = 33px */
	border-style:solid;
	border-color:black;
	border-width:1px 0px; /* top and bottom borders: 1px;
left and right borders: 0px */
	line-height:11px;
	background-color:#eee;
/* Here is the ugly brilliant hack that protects IE5/Win
from its own stupidity. Thanks to Tantek Celik for the
hack and to Eric Costello for publicizing it. IE5/Win
incorrectly parses the ""}"" value, prematurely
closing the style declaration. The incorrect IE5/Win
value is above, while  the correct value is below. See
http://glish.com/css/hacks.asp for details. */
	voice-family: ""}"";
	voice-family:inherit;
	height:14px; /* the correct height */
}
/* I've heard this called the "be nice to Opera 5" rule.
Basically, it feeds correct length values to user agents
that exhibit the parsing error exploited above yet get
the CSS box model right and understand the CSS2
parent-child selector. ALWAYS include a "be nice to
Opera 5" rule every time you use the Tantek Celik
hack (above). */
body>#Header {height:14px;}
.Content {
	margin:5px 5px 5px 5px;
	padding:2px;
}
.dateheader {
	position:relative;
	width:auto;
	min-width:120px;
	margin:0px 0px 0px 0px;
	padding:5px;
	z-index:3;
}
-->
</style>
</HEAD>
<BODY>
<DIV id=Header>... meryl's notes on the go!</DIV>
<div align="left">
<MTEntries lastn="15">
<MTDateHeader>
<div class="dateheader"><H1><$MTEntryDate format="%A, %B %e,
%Y"$></H1></DIV>
</MTDateHeader>
<br>
<DIV class="content">
<span class="titlefont"><i><$MTEntryTitle$></i>
(<$MTEntryDate format="%I:%M%p"$>)<br /></span>
<$MTEntryBody$>
<MTEntryIfExtended>
<p><$MTEntryMore$></p>
</MTEntryIfExtended>
<MTEntryIfAllowComments>
<p>:: Comments left behind ::</p>
<MTComments>
<$MTCommentBody$>
<span class="smallfont">:: <$MTCommentAuthorLink$>
<$MTCommentDate$></span><br /><br />
</MTComments>
</MTEntryIfAllowComments>
</div>
</MTEntries>
</div>
<HR width="75%">
<P CLASS="tinyfont" align="center">
<a href="http://www.movabletype.org">Powered by
MovableType</a></P>
</body>
</html>

Hit SAVE and do a REBUILD.

That’s it for the Movable Type portion. Next step is to go to AvantGo and log in.

Click on MY ACCOUNT (upper right side of the screen) > CREATE CUSTOM CHANNEL WIZARD > in CHANNEL LOCATION, enter the URL to your new .html file that you just created. For this, it is: http://www.meryl.net/blog/pdanotes.html.

Click on VIEW to make sure it takes you to the .html page you created to verify it is the correct URL. Once confirmed, close the window and you’re back at AvantGo.

Proceed through the Channel Wizard. It has instructions for each screen so you can determine what you’d like to do. Remember, PDAs holds various amounts of data depending on the user’s PDA. Some are as small as 2 MB and others have 32 MB.

Click NEXT > Enter a CHANNEL TITLE (meryl.net articles) > Enter the CHANNEL MAX SIZE based on reading the instructions > NEXT > Select YES or NO for FOLLOW OFFSITE LINKS based on instructions > NEXT > Determine CHANNEL LINK DEPTH upon reading instructions > NEXT > Select YES OR NO for INCLUDING IMAGES (I recommend NO) > NEXT > FINISH (or go BACK if you need to revise something).

You’ll return to the MY CHANNELS screen. Select EXPORT CHANNELS. COPY the new channel you just have created by highlighting the entire URL and pressing CTRL-C. PASTE it in an email or word processor by pressing CTRL-V. This is the URL you give to others or put in your Web site for others to access your pages through the PDA.

Consider yourself portablized!