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

As a deaf person, I love technology and it helps connect me to many people. But even I can’t believe this true story from Michael Katz of Blue Penguin Development, Inc and I disagree with the conference leader’s actions.

{Begin story}

I attended the Inbound Marketing Summit here in Boston. It promised several excellent speakers, offered lots of interesting topics, and the entire thing was blogged, twittered, flickred and videoed from start to finish. So I put on a suit (yes, I own several) and headed on down to the Cambridge Marriott.

That’s when things got interesting. The keynote speaker addressed a packed room of about 300 people. He spoke for 40 minutes or so, after which they opened it up for questions from the audience. Sort of.

Because as it turns out, the only way you were allowed to ask a question was by emailing it or Tweeting it to the front of the room. The conference leader then selected the questions he liked and read them to the speaker.

Huh? I’m sitting ten feet from the stage, but if I want to ask a question, I have to mail it in? If you ask me, this makes about as much sense as telling restaurant customers that the only way to eat in the dining room is to first have your meal delivered to your home and then drive it back to the restaurant.

And so as someone who’s been trying to follow in his wife Linda’s example of making the world a better place, I figured I ought to say something. So immediately after the session, I walked up to the conference leader and politely offered my feedback:

Me: “You know, it struck me as kind of odd that with a roomful of real, live, people, the only way to ask a question of the speaker is to send an email.”

Conference Leader: “You can also Tweet it.”

Me: “Wouldn’t it make sense, particularly at a conference whose central theme is “community,” to let people interact directly with the speaker?”

Conference Leader: “Do you have an iPhone? You could use that.”

Anyway, realizing I was getting nowhere, I thanked him for his time and promised to email him a hearty handshake.

Here’s the point. Technology, for all the wonderful things it brings (particularly to us small business owners), can lull us into missing the bigger picture. The Acres of Diamonds, if you will.

My conference leader friend, for example, was so taken by the Internet’s ability to help people connect instantly across time and space, that when offered the real thing, he chose the simulation.

That’s big. But it’s not just him, we all do it:

…We attend conferences and meetings with our laptops open, listening with one ear and typing emails with the other (not that I think you type with your ear).

…We let the phone go to voicemail every time instead of picking it up when it rings, because it’s more efficient to only return the calls that “really matter.”

…We love our E-Newsletter for the way it lets us stay top of mind with our list of contacts, but when one of those contacts emails with a question, we don’t bother replying.

You get the picture: Technology is great, but it’s no substitute for human interaction. And every time we use it to cut the people out of the equation – whether in the name of efficiency, a desire to appear bigger, or some other “too busy for business” rationalization – we miss out on a golden marketing opportunity.

Because in a world filled with unanswered emails, unreturned phone calls and unreachable corporations, sometimes just looking someone in the eye and listening to what they have to say puts you and your company at the front of the line.

{End story}

Does it seem unreal to you? I’d LOVE to have this feature if I should speak at a conference — but not to this extreme. I’m comfortable with public speaking. My fear comes in not hearing the questions asked. So this would make a great work around. Instead of taking this approach, here’s what I’d do:

1. Tell people to send me questions through a Tweet or an IM.
2. Call out the person’s name asking the question.
3. Let the person ask the question out loud while I read the question.
4. Answer the question.

This allows the person to ask the question face-to-face for all to hear while taking the fear of not hearing the question out of the picture. Hmm … makes me wonder if I should speak at sxsw where everyone brings a computer. But what would you like to hear about?

I bought my first portable mouse when it was on sale for very cheap. At first, I thought it was a bad investment because I didn’t use it for a long time. However, I started using my laptop for all work for a specific client and needed to use a regular mouse instead of the touchpad. The mouse has a lot of mileage.

I had the opportunity to try out the Logitech VX Nano Cordless Laser Mouse pricey (69.99 list price / $49.99 Amazon price) ultra-portable mouse with a tiny receiver. Instantly, I liked the package when I saw the small size of the receiver — it looked like a USB plug. But then I realized, it would be easy to lose in a house full of kids.

Two AAA batteries powered the mouse and the package came with batteries (hope it didn’t drive up the price). When I opened the battery compartment, I saw the “Nano Receiver” label. When not using the receiver, you put it in the battery compartment next to the label to store it and close the battery compartment keeping it safe while on the move or not using the mouse. Innovative.

Although, it was no problem to keep the receiver plugged in even on the go since it barely protruded. It was a nice change not having to duck doorways to avoid hitting the two-inch long receiver from the old portable mouse. It had a few run-ins in its lifetime.

Plugged in the USB receiver, put batteries in mouse and the mouse went to work right away. It worked without the installing the included CD. However, the CD contained more features for taking advantage of side-to-side scrolling, Internet search, and button customization.

Have you noticed some mice have scroll wheels that click as you scroll and others don’t click (frictionless for long scrolling)? This one did both. Push the scroll wheel to toggle between the two modes. Click scrolling (friction) worked well for precise scrolling and frictionless scrolling performed best with long documents.

The box also included a carrying case and a USB extension stand for using the mouse with a desktop. These can stay tucked in one of the laptop’s smaller pockets out of the way.

My old portable mouse shut itself off unreasonably fast when idle. Moving the mouse wouldn’t wake it up — it called for either moving the scroll wheel or pushing the buttons on both the receiver and mouse to wake it up. This one required neither. It woke up every time I moved it. The receiver didn’t even have a button, so I only had to push the one on the mouse to make the first connection.

This high quality portable mouse wasn’t without a flaw — the size. My medium-sized hand missed the older and slightly larger sized portable mouse. But with time, it will adapt. The mouse felt snug and comfortable to the top part of my hand and fingers (the bottom of my palm dragged on the table more than usual). Oh, and it felt wonderfully light. I weighed it with the batteries and the scale showed 3.5 ounces.

Some might find the scroll wheel “too loose” — in other words, you can easily spin it. This feature is a matter of personal preference rather than a good or bad thing. Overall, Logitech VX Nano Cordless Laser Mouse is a great portable and cordless mouse if you’re willing to spend the money. The receiver alone can make it a worthy buy.

Pros: Tiny receiver, precise movements, lightweight, complete package (USB for desktop, receiver, mouse, carry case and batteries)

Cons: Price, mouse size is a little small for some

Does your notebook need legs or feet? The latest product from LapWorks Inc. gives legs to PC notebooks and feet to Mac notebooks for keeping them cool while throwing a curveball to carpal tunnel. All it takes to add the accessories to your notebook is to peel ‘n stick. Of course, make sure you put them in the right place unless you like your notebook upside down or on its side.

Most laptops don’t come with fold down legs anymore because they broke. The missing legs have been found and they’re better quality and sturdier than the ones that came built-in. The legs have three options, which are big feet, little feet, and no feet. Did I just channel Dr. Seuss?

When you’re on the move and not using your notebook, use no feet to flatten the legs or put them at rest so nothing pokes at you or sticks out of your bag. Big feet and little feet depend on your comfort level. Big feet elevate the keyboard higher than the little feet.

Lapworks says, “The legs support a constant weight load of 15 pounds indefinitely and have been tested to fail at a 40 pound weight maximum.” So, mamas, don’t let your babies sit on notebooks—with or without the legs. My notebook doesn’t weigh 15 pounds, but it’s considered weighty for a notebook due to the wide screen. The legs have no trouble withstanding the heavy load and typing is more comfortable thanks to the feet that add height like heeled-shoes do for its wearer.

I have seen notebooks experience problems from overheating. Adding legs or feet helps alleviate the problem. I’m still using Lapworks’ Laptop Desk 2.0 and never have burned legs or hot spots left from where the notebook rested. Some people may prefer the Legs since there are no additional objects to carry as the legs stick right onto the notebook. The Laptop Desk is a separate accessory.

Each package comes with four legs or feet for use with two notebooks. Laptop Legs are PC gray while Mac Feet are Mac white, but they fit all standard notebooks. The difference is the color for better matching with your notebook. The regular price is $24.95, but the company has an introductory price of $19.95 from now through April 30, 2005.

Shopping for a laptop is overwhelming because of the numerous choices. No one can tell you what you need or don’t need, except maybe your spouse, parent, kid, local geek, or know-it-all who knows you. But it’s still good to know a few things about buying a laptop. An educated customer is a happy customer, right?

Most important question when starting this research: do you need a laptop? If you need a combo desktop / laptop, you can get a laptop with a docking station.

A common question is whether or not to get one with wireless. The question to you — are you going to use it? Will you have places to wirelessly connect with? Remember, when you have a wireless laptop, it has to connect to a hub or Wi-Fi (like Starbucks or a cell phone). Some hotels are starting to set up wireless and others requiring plugging in. If you buy a laptop without wireless and change your mind, you can add it later with a card. Only difference is it won’t be built-in. Not a big deal. Mine is not built-in.

FYI: Most laptops come with a 10/100 Ethernet NIC built-in.

For me, I have a cheap dial-up account with a national service. Good thing because I used it in the hospital. Not every place has wireless or free wireless (Starbucks isn’t free, or at least, not all locations from what I understand). So before I travel, I look up the service’s local numbers of where I am going so I’ll have them.

As for what model — you’ll get different answers from everyone. People love and hate Dells. Love and hate IBMs. What makes Dell different is that you can pick and choose what items you want on your laptop. IBM has a good reputation. Of course, Macs are nice, if you want to go the Apple way. Buying a refurbished laptop is cool. We have two of them in our house and we’re happy with ‘em. Saved a bit of money, too.

Screen. Picking the right screen is based on graphical need. I got a nice wide one, but my laptop be heavy, dude. I don’t travel much, so weight isn’t an issue. When I do travel, the weight of the laptop isn’t a big deal because I benefit from the video memory more than the weight.

The video card is built into the motherboard, just like a lot of desktops. What you have to watch with a laptop is make sure you get the video you want. If you are going to use graphic intensive programs, then go for more video memory. In the past laptops were not geared toward graphic intense applications. Then the DVD came along and changed that.

A screen is not as replaceable to interchangeable like a harddrive, a wireless card, or a DVD drive. I invest more in the screen so it lasts longer since everything else can be upgraded or replaced.

How often do you plan to lug it around? Believe me. No matter how light the laptop feels, it’s a bag of bricks when you’ve walked with it all day at a conference. That’s why I have a backpack case for my laptop. Much easier for long treks with the laptop. So weight didn’t get a priority with me.

A laptop is useless without an operating system and software. Before we get into details. There is a snag. If you are buying from a major reseller (IBM, Dell, HP, Compaq, etc.) It is going to come with an operating system, whether you like it or not. This is due to their licencing agreements with Microsoft. If this is not an issue, here are the considerations.

Do you want it to come with it or do you have licensed software you can load on it? When buying a computer with the operating system and bonus software, remember you don’t get books or separate CDs loaded with the applications. Some companies provide CDs for using when you have to reformat a computer and these programs will load back up. Some people don’t like this and prefer to buy the applications separately.

This is a suggested process for shopping for a laptop:

* Decide what you must have and write those down.
* Search for products that have these things.
* Search for and read reviews on the finalists.
* Narrow down the list as much as possible (one to three items) to the ones you will be happy with buying.
* Comparison shop for the best offer.

Previously, I’ve covered the Laptop Desk Version 2.0, a lightweight tray about 21 inches long and 11 inches wide for holding the laptop or a handheld device and keyboard. Lapworks has released a lighter version of this called the Laptop Desk UltraLite for items weighing five pounds or less.

The UltraLite is 14.6 ounces in comparison to version 2.0′s 1 pound and 6 ounces. It’s half the thickness at 5/16 of an inch and longer by 1.5 inches to provide a larger area for the mouse. Underneath are rubber pads to prevent slippin’ and slidin’ when using a smooth surface.

The lite version is for lightening the load of the person always on the go or frequent traveler who carries a laptop, other gadgets, or both everywhere. Like its predecessor, it folds in half for easy storage in a laptop case and the additional weight is not noticeable.

When attending a conference, I have a hard time typing on the handheld keyboard since it slightly collapses. This isn’t a problem with the Laptop Desk UltraLite, which rests comfortably in my lap. There are five incline positions for finding your comfortable typing zone.

The thinner and lighter desk prevents the laptop from burning your legs, but you can still feel the warmth. The disadvantage is that it’s not as sturdy as version 2.0 as it lightly shakes during typing. It’s more comfortable to use in your lap compared to having nothing.

As for which to buy, it’s based on your needs. If your laptop is at or over five pounds, go for Laptop Desk version 2.0. For those with lighter equipment, it’s dependent on the importance of sturdiness and the weight difference. Both are great accessories.

The UltraLite retails for $29.95, the same as the version 2.0, but it’s initially available for $19.95 after a $10 instant rebate when purchased from LapWorks.

Tired of the laptop burning your leg or hurting your hands when you type? The Laptop Desk Ensemble is the solution to a more ergonomic and comfortable setting.

The Laptop Desk version 2.0 is a lightweight tray that’s roughly 21 inches long and 11 inches wide for holding the laptop or even handheld device keyboard. It doesn’t buckle when you put the tray on your lap and the laptop on top of it. Some handheld device keyboards don’t stay flat when in your lap and this tray takes care of the problem.

Fold the tray in half for storage or creating an ergonomic angle for typing on the keyboard. It has five typing and viewing angles as it has ridges underneath for increasing or decreasing the angle with a holder.

The tray has ridges that act as ventilation for the laptop. In between the ridges are non-skid contact pads to add an extra grip onto the laptop or keyboard.

The ensemble also includes the SwivlPad and MouzPad. In this household, we have one laptop and constantly share it. Sometimes we slide the laptop around to show the other person something on the laptop screen. This means lifting and turning around, which is not a healthy thing to do when you’re leaning over and putting stress on the lower back. The SwivlPad goes right under the tray NOT underneath the laptop to make it possible to rotate the laptop.

It works some of the time depending on the surface. The bed is not the best surface on which to use it and that’s one place we frequent share it. However, if you try swiveling the tray, it’s more difficult. The SwivlPad, similar to the size of a burrito tortilla, weighs six ounces and stores in the tray when folded, but the tray doesn’t stay closed. Jiggling the disc, it isn’t possible to get it to fix perfectly in the folded tray where the tray stays flat. It’ll stay close if you put the folded tray holding the disc into a side pocket of the laptop carrying case.

The MouzPad is the third piece of the ensemble, which like its name is for using the mouse. While you can use the mouse on the tray, there may not be enough room or the right amount of traction for effective use. It adds about three inches to the length of the tray.

The MouzPad add-on snaps right onto the tray on either side, so lefties can use it on the left side. It also has notches and holes for holding cables in place. When using a mouse with a cable, slide the cable through a hole to prevent it from falling when jiggling the laptop. It tests well with a wireless mouse.

If for whatever reason I need to work away from the desktop, I can take the wireless keyboard and mouse and put them on the tray to use it on my lap or the floor. In fact, I am typing this paragraph using the tray.

The lightweight ensemble includes the tray, SwivlPad, and MouzPad sells for $49.95. The tray alone sells for $29.95. Visit the Laptop Desk web site.