Fix Your Own PC are wonderful tools that occasionally refuse to work the way they should. When something does go wrong, you can avoid frustrating (and costly) downtime by learning to fix your own PC. Use the basic troubleshooting techniques and step-by- step instructions in this issue to solve hundreds of common hardware and problems.

Fix Your PC

3 The Tao Of Troubleshooting Pinpoint The Source Of Your Problem

7 How To Handle Error Messages Computers Say the Darnedest Things

What To Do When

10 Your PC Won’t Start

14 Your Printer Won’t Print 52 You Can’t Delete 18 You Can’t Get Online Something 22 Your Browser Has Been Hijacked 54 You Accidentally 25 You’re Pestered By Pop-up Ads Delete Something

27 Your PC Has A Virus 56 Your PC Starts Slowly

30 Your LAN Isn’t 59 Your PC Runs Slowly Or Erratically Working

33 You Can’t Access A WLAN

37 You Can’t Send Or Receive Email

40 You Can’t Open 63 Your PC Internet Connection Is Slow Email Attachments 66 Your PC Shuts Down Slowly Or Won’t Shut Down At All 42 You’re Having Video Problems 68 You Can’t Burn A CD/DVD

46 You’re Having Audio Problems 71 Your Won’t Work

50 You Can’t Install Something 73 Your Cell Phone Won’t Work Table Of Contents l Reference Series Volume 11, Issue 1 Editorial Staff: Ronald D. Kobler / Rod Scher / Sally Curran / Linne Ourada / Corey Russman / Christopher Trumble / Calvin Clinchard / Katie Sommer / Katie Dolan / Raejean Brooks / Michael Sweet / Nate Hoppe / Trista Kunce / Sheila Allen / Joy Martin / Vince Cogley / Ashley Finter / Tara Simmons / Leah Houchin / Patrick Kean / Marty Sems / Blaine Flamig / Kylee Dickey / Josh Gulick / Basic Troubleshooting Andrew Leibman / Jennifer Johnson / Nathan Lake / Holly Zach / Barbara Ball

Web Staff: Dorene Krausnick / Laura Curry / PC Components Kristen Miller / Jessie Danekas Subscription Renewals: Connie Beatty / Charmaine Vondra / Linda Miner / Miden Ebert / 75 Audio Cards Kathy DeCoito / Stephanie Contreras / Katie Bunkers / Scott McHenry 78 CD/DVD Drives Art & Design: Lesa Call / Fred Schneider / Carrie Benes / Ginger Falldorf / Sonja Warner / Aaron 82 Graphics Cards Weston / Aaron D. Clark / Lori Garris / Jason Codr / Andria Cogley / Erin Rodriguez / Lindsay Anker

85 Hard Drives Marketing: Mark Peery / Bob Chester / Marcy Kremer / Kelly Richardson / Matt Bolling / Greg Krzycki / 88 Motherboards Chad Hanthorn / Jen Clausen / Scot Banks / Travis Brock / Lindsay Albers / Lana Matic / Jeff Ashelford / 91 Ports Brynn Burtwistle / Toni Hinn / Thomas Trumble Software Advertising Sales: Susan Miller / Grant Ossenkop / 93 Power Supplies Julie Lausterer / Eric Cobb / David Bartholomai / Rob Downey / Blake Johnston / Joy Caldwell / Matt Johns 96 Processors 145

98 RAM 149 Browsers Copyright 2007 by Sandhills Publishing Company. All rights reserved. Reproduction of material appearing in Smart Computing REFERENCE SERIES: Fix Your Own PC is 100 Screens & Monitors 153 Email strictly prohibited without written permission. Printed in the U.S.A. GST # 123482788RT0001. Smart Computing is published monthly by Sandhills Publishing Company. 131 157 Firewalls West Grand Drive, P.O. Box 85380, Lincoln, NE 68501. POSTMASTER: Send address changes to Smart Networking Components Computing, P.O. Box 85380, Lincoln, NE 68501.

103 Cable Modems Online-Only Web Services (For questions about our Web site.) 106 DSL Modems [email protected] The following troubleshooting material is avail- (800) 368-8304 109 Dial-up Modems able online at SmartComputing.com as an extra bonus to our readers. You do not need to sub- Customer Service (For questions about your subscription.) 112 Network Interface Cards scribe to Smart Computing to read this material; [email protected] just browse to the address indicated. Smart Computing P.O. Box 85380 114 Routers & Hubs Lincoln, NE 68501-5308 BIOS Hours 117 Wireless Access Cards www.smartcomputing.com/rs1101/bios Mon. - Fri.: 7a.m. to 8p.m. (CST) Sat.: 8a.m. to 4p.m. (CST) Cables & Connectors To Place An Order Or Change An Address Peripherals www.smartcomputing.com/rs1101/cables (800) 733-3809 FAX: (402) 479-2193 Camcorders Subscription Renewals 119 Digital Cameras (800) 424-7900 www.smartcomputing.com/rs1101/camcorders FAX: (402) 479-2193 122 Inkjet Printers www.smartcomputing.com Cellphones Authorization For Reprints 126 Keyboards www.smartcomputing.com/rs1101/cellphones Reprint Management Services Toll Free: (800) 290-5460 (717) 399-1900 ext. 100 128 Laser Printers IRQs FAX: (717) 399-8900 www.smartcomputing.com/rs1101/irq Editorial Staff 132 Multifunction Devices [email protected] Mice & Trackballs FAX: (402) 479-2104 136 Scanners 131 W. Grand Drive www.smartcomputing.com/rs1101/mice Lincoln, NE 68521 140 Speakers Advertising Staff Notebook PCs (800) 848-1478 www.smartcomputing.com/rs1101/notebooks 120 W. Harvest Dr. 142 External Storage Lincoln, NE 68521 FAX: (402) 479-2193 FIX YOUR PC The Tao Of Troubleshooting Pinpoint The Source Of Your Computer Problem

s time goes on, PCs continue to in- knowing how to fix it, so read on to become a pro at crease in complexity and our reliance investigating your problem and discovering that upon them continues to grow. More crucial cornerstone. often than not, both increases are per- fectly complementary, as millions of Before You Dive In peopleA across the globe turn their computers on each day to use them for research, leisure, entertainment, Although it’s tempting to start troubleshooting or learning. But that paired reliance—us relying on your PC as soon as it displays symptoms, you’ll save our PCs and our PCs relying on us for mainte- yourself a potential headache if you back up your nance—isn’t always a happy fairy tale; sometimes digital valuables first (assuming that your PC’s the experience breeds frustration, especially when problem doesn’t prevent you from doing so). Sure, the PC just doesn’t work, and we don’t know why. the average software conflict, driver reinstallation, Thankfully, however, troubleshooting a PC is or loose monitor cord isn’t much of a threat to your largely an exercise in the process of elimination; fol- files, but we’ve seen seemingly small problems turn lowing a standardized procedure with the right tools into PC-crippling disasters before. can go a long way toward diagnosing your comput- If you’re in the “better safe than sorry” camp, jot er’s ailment and getting you back on the right track. down a quick list of the files you want to protect: Knowing what is broken is the cornerstone of documents, music or video files, emails, and maybe that list of Favorites you’ve built up over the years (in Internet Explorer, click File, Import And Export to start the wizard that lets you back up Favorites). Move them to removable media or (if you don’t suspect that your PC has a virus) to another PC on your net- work. Now you can tackle your PC’s problem with- out worrying about losing your data.

Hardware Or Software? It’s not always easy to determine whether your hardware or software is to blame, but it’s a good place to start trouble- shooting: If you’re fairly confident that the prob- lem is one or the other, you’ve eliminated several troubleshooting steps.

Reference Series / Fix Your Own PC 3 FIX YOUR PC Troubleshooting Basics

Ruling out causes is the best path to are often more subtle, and usually let to a different room and now find that troubleshooting success. you access most parts of your com- it won’t power on, for example, you Look for common hardware symp- puter. A conflict between two pro- should kick off the troubleshooting by toms. Hardware problems, such as grams, for example, may prevent you identifying the components that may damaged components or loose cables, from accessing certain applications, have changed during the move. Check generally cause obvious, dramatic but may not crash Windows itself. the wall outlet to make sure it is func- problems. For example, if your com- In many cases, the software that’s tioning properly, and check the power puter won’t power on at all, you’re experiencing trouble will display cord to make sure it is plugged firmly looking at a hardware problem, rather an error message. Unfortunately, into the outlet and the PC’s PSU than software. You should also sus- many error messages don’t offer (power supply unit). (Don’t forget that pect a hardware problem if your com- much immediate help: The message transporting a computer any signifi- puter powers on, but no images will likely display a cryptic warning or cant distance can result in video cards appear on your monitor. If you can’t a bunch of numbers and letters that and other devices vibrating loose.) don’t mean anything This approach will also help you to anyone other than a determine whether you have a soft- programmer. Unless ware problem. If you installed a new you receive an error program last night and now your message saying that Desktop doesn’t display the family hardware is to blame, photo you were using as a Desktop the error message is a background, you’re probably not good indicator that facing a hardware issue. The longer you’re facing a soft- you own a PC, the more often you’ll ware problem. find that the simplest explanation for If your problem the problem is often the right one. doesn’t prevent you from accessing the Find The Source Of The Problem Internet, try looking up the error message Once you know (or think you Windows’ System Restore lets you revert your PC to an earlier at Smart Computing’s know) whether you’re dealing with a condition without losing your important files. You can use this Tech Support Center. hardware or software problem, you feature to undo bad hardware and software installations. The site offers an on- can really dig into the next question: line database of error Which hardware component or pro- messages for hundreds gram is the source of the trouble? If access any software (even the BIOS of programs, including the Windows you can answer this question, you [Basic Input/Output System]), you’re OS (). To learn more won’t have any trouble finding an ar- not looking at a software issue. about an error message, visit www ticle in this issue that addresses your Of course, not all hardware issues .smartcomputing.com/techsupport problem. Here are some tips for nar- display such obvious symptoms, and and then click Browse Error Messages rowing the troubleshooting field. some hardware problems exhibit Alphabetically or Search By Error Hardware problems. Once you sus- symptoms similar to those caused by Message Text. If you choose the pect a hardware problem, list the software problems. For example, if Search feature, enter the text of the components (internal or external) your PC runs slowly, it may have too error message word-for-word to get that might be the cause of the prob- many unnecessary programs running the best results. Each error message in lem and then check each component, at once, or a virus or may be the database includes an explanation one at a time. In some cases, this may crippling your system; obviously, of the message’s meaning and at least mean checking external and internal these are software problems. On the one potential solution. hardware. For example, if your print other hand, these same symptoms can Consider recent events. If you call a documents don’t reach the printer or be caused by an overheated processor, tech support service, one of the first you see error messages that say your something that’s just as obviously a questions the tech will ask is, “What printer isn’t connected to the com- hardware issue. were the last things you did before the puter, you’ll want to check the USB Look for common software symp- problem occurred?” Remembering any cable that runs from your computer toms. Whereas hardware problems actions you’ve taken over the past few to the printer to make sure neither of often reduce your computer to an days may help you narrow down the the connections is loose. You’ll also oversized paperweight, software issues problem. If you moved your computer want to be sure that your computer’s

4 www.smartcomputing.com / Fix Your Own PC FIX YOUR PC Troubleshooting Basics

USB port is functioning. (You The exception to this rule, can test this by plugging another however, is the component that is USB device, such as a USB flash damaged. If Windows knows your drive, mouse, or external hard NIC isn’t working, it will auto- drive into that port.) matically expand the Network In some cases, you may suspect Adapters category to display any that an internal component is networking components in your damaged, but not be in a position PC. You’ll see a red X next to the to confirm the defect. If you damaged NIC. To learn more think that your computer’s lost about the NIC’s problem, right- network connection is due to a click it and then select Properties. damaged or incorrectly config- The General tab of the NIC’s ured Ethernet NIC (Network Properties window includes a Interface Card), you probably Device Status section that offers a don’t have an extra Ethernet card The lets you quickly determine whether brief explanation of the problem. that you can swap out. This your PC’s components are working properly. A red X You can also pinpoint certain is where the Device Manager, indicates a problem. problems, such as excessive heat, a built-in Windows tool, can help by checking the PC’s BIOS. All PCs you identify problems without open- Processors, DVD/CD-ROM Drive, have a BIOS, which is a very basic op- ing your PC or bumming spare parts and Display Adapters. erating system that allows your sys- from your friends. By default, the list shows only the tem’s components to communicate. To open the Device Manager, right- component categories, rather than Most BIOSes have a PC Health or click the My Computer icon on the the components themselves. If you Status page that lists system fan speeds Desktop, and then click Properties. want to see the names of your specific and system and processor tempera- When the System Properties window CD-RW and DVD-RW drives, for ex- tures. To learn more about entering the appears, select the Hardware tab and ample, you’ll need to click the plus BIOS, see “Basic Troubleshooting: then click the Device Manager button. (+) sign next to DVD/CD-ROM Processors,” on page 96. The Device Manager displays a list of Drives. The list will then expand Software problems. If you’re fairly your PC’s components by category, to reveal all of the components in certain you’re facing a software prob- such as Disk Drives (hard drives), that category. lem, but you haven’t been able to identify the offending program, your best bet may be to use Windows XP’s Things To Check First System Restore. This feature is especially useful if you’ve installed lthough a list of things to check won’t catch every PC problem you en- multiple programs recently. System A counter, you’ll be surprised at how often the simple steps below can lead to Restore reverts your computer to the troubleshooting success. Whether you’re kicking off a troubleshooting session or condition it was in few days or even a at your wits’ end after hours of fruitless research, here are some good tips to try. few weeks ago, without destroying any of the documents, emails, music, Is the PC’s power supply switch turned on? Some PCs have a power switch at or video files you’ve created. the back. Make sure it hasn’t been switched off. Thanks to System Restore, any pro- Are all cables connected? Loose connections regularly cause headaches. Remove grams you installed after the Restore and reconnect each plug firmly, even if you’re sure it’s connected. Point (the date in the past to which you restore Windows) won’t appear Are all peripherals turned on? Make sure a powered-off print isn’t pre- on your PC. Once you complete the venting your printer from working. restore, you can reinstall the applica- Does the Device Manager display any problems? Check this tool for red Xs, tions one at a time and check your PC which indicate a malfunctioning or disabled device. for problems after each installation. System Restore is enabled by de- Is there a new driver? Updated drivers often fix hardware problems. If you can’t find fault in Windows XP, which means new drivers (check the manufacturer’s Web site), try reinstalling your existing driver. that System Restore has already cre- Have you installed software updates? Software publishers sometimes release ated Restore Points automatically, patches via their Web sites. Also, check to see if your software recently installed even if you’ve never used the System updates automatically. In rare cases, a software update may introduce problems. Restore feature before. To access

Reference Series / Fix Your Own PC 5 FIX YOUR PC Troubleshooting Basics

Checkpoints; you can create your own could indicate a problem with your Drivers labels for Restore Points that you create motherboard, video card, or memory. yourself.) Select the Restore Point and If the PC doesn’t power on at all, ecause hardware uses special then follow System Restore’s instruc- check the power cord and the surge B software (known as drivers) to tions to restore your system to this ear- protector. Many surge protectors have communicate with your PC, a hard- lier date. Finally, make sure your PC is switches that let you kill power to any ware problem sometimes is a soft- operating without trouble. If it is, of the devices that plug into them: ware problem. Your PC manufact- you’ve narrowed the problem to one of Check to make sure your pet didn’t urer installed the driver when it first the programs that System Restore just accidentally trip that switch. added the device to the PC, but the uninstalled (or to another program on Next, check the wall outlet by plug- device’s manufacturer may have re- your PC that conflicted with one of ging a different device into the socket leased new drivers since then. New these programs). Now you’re ready to your PC’s power cord occupied. If drivers often contain fixes for bugs, hunt for the problem program. you’re certain that power is flowing to which means that a new driver may the PC, you’ve ruled out the most cure your device. Troubleshooting 101 basic problems and can focus on To check for new drivers, make more advanced troubleshooting tips, sure you know the device’s model As we mentioned earlier, trou- such as those discussed in “What To number and its current driver ver- bleshooting is largely a matter of Do When: Your PC Won’t Start” on sion (you can usually find this eliminating parts or programs that are page 10. information in Windows’ Device working until you find the part that Manager or by using third-party causes the problem. Consider this sce- When All Else Fails software), and then visit the manu- nario: You pressed your PC’s power facturer’s Web site. In most cases, button this morning only to find that If you exhaust this issue’s trou- you’ll find drivers in the site’s it didn’t start. The PC worked just bleshooting tips without finding a solu- Support or Downloads section. fine last night, and you haven’t re- tion, it’s time to turn to the Web or to cently performed any maintenance on contact tech support. You’ll find a the system’s interior. searchable database of thousands of ar- System Restore, click Start, All Prog- If you start by making sure your PC ticles at Smart Computing’s online Tech rams, Accessories, System Tools, and truly isn’t powered on, you’ll save Support Center. Smart Computing also System Restore. yourself several troubleshooting steps. operates a free tech support hotline: Once you click the Restore My Check the monitor’s light: Is the Call (800) 368-8304, Monday through Computer To An Earlier Time radio monitor on? If not, you’ll want to Friday, from 8 a.m. to 8 p.m., CST. button and click Next, System Restore check its power cords. Once the mon- If you call your PC manufacturer’s will display a small with sev- itor is on, take a second look at your tech support line, be sure to have eral of the dates in bold. All bold dates PC. Do any lights appear when you some basic information about your have at least one Restore Point. (Note try to power on the system? If you see system handy, including the model that Windows refers to automatically- lights, or if you can see or hear run- number and serial number. Many PCs created Restore Points as System ning fans at the back of the computer, display the model name and number the system doesn’t have a on the front panel, whereas the serial power problem. Instead, number often resides on a side panel the PC may be having or the back of the computer. RS trouble sending an image to your monitor, which BY JOSHUA GULICK & ROBERT HALLOCK

Software To The Rescue hether you’re planning to download drivers for a device or simply want to W search for information about it online, you’ll need its model number. In many cases, you can find this info via the Device Manager, but if you’re looking for Some third-party system applications, such as your motherboard’s model number or the name of the motherboard’s chipset, CPUID’s free PC Wizard 2006, offer detailed in- you’ll probably need to download a third-party system information program, formation about your hardware, including such as CPUID’s free PC Wizard 2006 (www.cpuid.com). Such programs scan your your motherboard’s chipset. system and then display model numbers, chipset names, and other info.

6 www.smartcomputing.com / Fix Your Own PC FIX YOUR PC

Windows Error Messages,” published in 1998 by O’Reilly. Nowadays, Ezzell is the director of software develop- How To Handle ment for IDComm, a California-based developer of RFID (Radio Frequency IDentification) products. He’s seen a lot of error messages in his time and Error Messages has little patience for them. We asked him what kinds of error messages Computers Say The Darnedest Things users run into, and he was pretty blunt about it: “There’s stupid, misleading, and erroneous,” he said. Okay, seriously: There are hardware errors, software errors, and user errors. “Most errors fit in these categories,” says Ezzell, “and while the least [com- mon] errors are hardware errors, the problem is that most [of what the soft- ware calls] user errors should actually be software [error] messages.” If you think about your working re- lationship with your computer, or with any technology, you’ll get the idea pretty quickly. Ezzell uses an example with which most are intimately familiar: “Think of the phone company. You must first dial a one before dialing a long-distance number. They already know what you’re doing, but they just don’t want to accept it.” Instead, you receive an over-the-phone “error mes- sage” that forces you to hang up and re- dial, this time entering the number one. The phone company already knows that you’re dialing long-distance, so they hen we were kids, we you deal with the different kinds of could just put you through; this is a imagined that the future errors you run into while working prime example of a software error being W held flying cars and moon with your PC. turned into a user error. bases. Technology and humanity In his book, Mr. Ezzell provides ad- would be in perfect sync. Our ma- An Error For Every Season vice to programmers who want to com- chines would anticipate our needs, municate problems to their users. He leaving us to pursue only the most Error messages are communica- even has a recipe for the perfect error relevant, important work. tions from the PC to you. To create message. It has three “ingredients,” in Well, it hasn’t happened yet; we’re one, a programmer must anticipate the form of answers to these questions: still very much slaves to our machines an action you might take with which 1. What is the problem? instead of the other way around. It the system will disagree or by which 2. Why is it a problem? sometimes seems we can’t go an hour the system will become confused. 3. What can I do to solve the problem? without intercepting some bad news Depending on how well the software from our computers: missing drivers, is designed, these messages may either For a good example, consider a no paper in the printer, an exception at be informative or—so it sometimes common type of user error: those re- memory address 32xxff00. . . . Can’t we seems—deliberately obtuse. lated to printing. A good error mes- just get our work done? For Ben Ezzell, error messages are sage would inform you that your Don’t go back to pen and paper too often the result of lazy program- printer is out of paper, that you won’t just yet. We’ve got some tips to help ming. He’s the author of “Developing be able to print unless you load more

Reference Series / Fix Your Own PC 7 FIX YOUR PC Error Messages

paper into the tray, and entering the text of the that solution may be beyond your com- that you should click message into Google’s fort level. Even worse, your error may Print after you have search engine, or you be preventing you from accessing the loaded it. can check out Smart Internet in the first place, which elimi- If you’re a user who Computing’s online err- nates your best hope of tracking down often feels a victim of or message database at and correcting such problems. (This is your computer, you can tinyurl.com/yx67td. most common when attempting to deal rest assured that if you The database allows you with hardware driver problems or ap- see an error message that to either view all error plication reinstallation.) In these cases, doesn’t meet these cri- messages alphabetically you might consider calling in some ex- teria, the programmer is or search for the text pert assistance. That doesn’t have to almost certainly the one Ben Ezzell is the author of of your error message mean shelling out cash: Free support at fault, not you. O’Reily’s “Developing in particular. exists for many people in the form of Windows Error Messages.” The results of your friends or family. (And, naturally, you But It’s Your Problem search will not only yield can call Smart Computing’s free tech what caused the error but support line: (800) 368-8304.) Unfortunately, the programmer is not may also suggest actions you can take to However, if you do know a com- usually available to take to task for a work around it. Some solutions also in- puter expert, be sure to employ his ser- poorly written error message. So what clude links to articles for further infor- vices judiciously; after all, he can’t can you do to solve it? There are more mation. With thousands of error spend all of his time being your per- resources than ever to help you out. messages in the SmartComputing.com sonal tech support line. Be prepared The first step is to read the error database and hundreds of thousands before calling for help: Write down message. We know, we know: It accessible via Google, chances are good your exact error message and provide a seems obvious. But many users have you’ll find your answer at one place or detailed account of the actions that so little faith in their ability to under- the other. led to the error. Also, regardless of stand these messages that they don’t But sometimes you won’t be able to whether you’re speaking to a friend or bother reading them. While the pro- find a solution, or else implementing to a company tech support rep, be sure grammer may not have written a par- ticularly useful error message, there may be just enough information to The Lighter Side Of Error Messages help you troubleshoot the problem, especially if it reminds you of some- rror messages enjoy an amusing spot in the popular consciousness. After all, thing you just did. E these are the only means a computer has of talking to us, and let’s face it, For example, here’s one of our fa- computers say the darnedest things. Here are a couple of our favorite online spots vorite error messages, from Outlook for the error aficionado: Express: “Some errors occurred while Ben Ezzell’s Error Message Contest. Ranging from the baffling to the hilarious, au- processing the requested tasks.” This thor/developer Ben Ezzell has collected dozens of error messages, featuring screen message may appear after attempting shots and commentary. Our favorite is the windows dialog box that announces, to log in to your email account; if you “An unnamed file was not found.” enter the information incorrectly, See www.ezzell.org/Error%20Messages/Error_Frame.html you might see this message. The error message itself is quite cryptic: Atom Smasher’s Error Message Gallery. Some users have enjoyed creating their How many errors are “some” errors? own error messages. If you don’t find a favorite here, follow the links to assemble Which errors are they? Which tasks your own. are we talking about? Fortunately, the See atom.smasher.org/error/gallery/ context is fairly clear—the error oc- 404 Research Lab. The Page Not Found (or error 404) error may be the most com- curs whenever you attempt to sign on, monly seen error message. They’re usually pretty boring, but here is a gallery of and the solution is simple enough: 404 pages that are much more interesting than most. Just re-enter your credentials, this See www.plinko.net/404/ time correctly. In some cases, though, the context BSoD Gallery. Featuring images of Windows crashing everywhere. You’ll learn of your actions won’t give you a much about what devices around us run Windows, and you’ll get a kick out of clue as to what to do. That’s where seeing them inoperable. the Internet comes in. You can try See daimyo.org/bsod/

8 www.smartcomputing.com / Fix Your Own PC FIX YOUR PC Error Messages to have on hand information that will cryptic or obscure error messages. This versions of that enable him to help you. This includes is no longer the case, however, and de- will walk you through possible causes such things as your operating system velopers are starting to catch up. “In a for a range of issues. (including any installed updates or ser- way,” says Ezzell, “they’ve gone over- So, while we will definitely not be vice packs), the model (and in some board, because they want to link you to holding our breath waiting for flying cases, the serial number) of your com- the Web for more information. They cars, we can look forward to a day puter, and a list of hardware and soft- assume you have a high-speed connec- when our computers will at least ware you’ve added. This will help you tion, and this is not [necessarily] valid.” speak to us more clearly. RS avoid wasting your tech’s time, which There are also troubleshooters and makes it much more likely that you’ll step-by-step wizards built into recent BY AARON VEGH receive the help you’re seeking. User forums are another free resource for technical as- The Blue Screen Of Death sistance. These are online com- munities at which users post he most infamous error by Windows may deliver a If you still see blue questions and receive help Tmessage is the Blue message such as the fol- screen errors in Safe Mode, from other users. One exam- Screen Of Death. It’s so well- lowing: “0x0000001E, restart again and use F8 to ple comes from Annoyances known that it has crept into KMODE_EXCEPTION get to the advanced op- .org, named after the popular the vernacular: “Aw, man! I _NOT_HANDLED.” tions. This time, choose O’Reilly series of Annoyances was almost finished with my And if you don’t find Restore Last Known Good books. Here you can search for term paper when I got blue- that sufficiently informa- Configuration, which is a posts in which people have screened!” The phenom- tive, you’ll see four variables snapshot of your system as asked about the same problem enon is also known by its in parentheses to help de- it existed before you last in- with which you’re currently acronym, BSOD. velopers figure out what’s stalled any drivers or other dealing, or you can enter a The conditions that happening. Again, none of software. You will lose any question yourself and probably cause a blue screen have this will mean much to system changes you’ve receive a useful reply. changed since the days of most of us, but a support made since that point, but Windows 95/98, as has rep or developer can often your documents will nor- Help Is Coming what it means. In either learn a great deal from such mally remain untouched case, chances are pretty cryptic messages. by this process. Error messages are getting good that, if you get blue- Fortunately, blue screens If you’re still having better. By author Ben Ezzell’s screened, any unsaved are rare in recent versions problems, you are likely lights, “Things have improved work will be lost, as either of Windows and may dis- suffering from a hardware dramatically. I like to think I’ve Windows (in NT/2000/XP) appear after a reboot. But if problem or a corruption of had an influence, but there are or your application (in the problem recurs, you vital system files. Again, any other factors.” In the early days 95/98) has been shut down. could have a real problem. hints that you can glean of computing, Ezzell notes, re- The BSOD is perhaps Here are some trou- from the error message sources were so scarce that pro- the most despised error bleshooting steps to follow could help you (or a tech grammers had to be terse with not only because it has if you encounter a BSOD: support rep) trace the their language, which led to wiped away countless While your system is source of the problem. hours of work booting, press F8 and select Remove any recently in- over the years, Safe Boot Mode, which stalled hardware and try but because of loads a subset of Windows booting again. the obtuse way with minimal drivers. If In the worst case, it’s not in which it does things run smoothly in Safe uncommon to have to re- so. The messages Mode, you likely have a sort to reinstalling device delivered in the software problem with a drivers or even the whole typical blue recently installed applica- operating system. screen are meant tion. Try to decipher the Ultimately, the best cure for developers error message to see if you for the BSOD is prevention: more than end can trace it to a specific Save often, create frequent Possibly Windows’ most reviled error message, the users. For ex- program. If all else fails, backups, and burn a little Blue Screen Of Death provides information that ample, a blue uninstall your most re- incense to curry favor with can help developers track the cause of an error. screen delivered cently-installed application. capricious PC spirits. ❙

Reference Series / Fix Your Own PC 9 WHAT TO DO WHEN . . .

What To Do When . . . Your PC Won’t Start

e build our lives on expecta- happens during the failed boot from the moment you tions. When we flip on a light press the power button to the moment the boot rou- switch, we expect the room to tine grinds to a sudden halt. Write these details, in- get bright. When we turn the cluding the full text of any error messages you see, on key in the ignition, we expect a piece of paper so that you can refer to them later. Wthe motor will roar to life. When we press the power button on a computer, we expect that the operating No Power At All system will appear on-screen. And when the ex- pected does not happen, we . . . well, some of us As grave as this may seem at first blush, a com- freeze, some of us panic, and some of us gather our puter that refuses to start isn’t usually all that wits and prepare to fix the problem. serious. The first step in restoring an expectation is to Oftentimes, something outside the computer it- figure out specifically what went wrong. It’s not self is to blame for a powerless computer. enough to say the lights won’t work or the car won’t Power cord. A loose power cord is usually the start or the computer is on the blink. We have to problem that prevents your computer from starting. determine whether a light bulb has burned out or a Check each end of the cord to make sure it’s firmly fuse is blown, whether we’re out of gas or the bat- in place. Also be sure to check the cables that run to tery is dead, whether a cord is unplugged or the your monitor. hard drive has crashed. Fortunately, making this Power supply switch. See if your computer’s kind of determination is rather simple, even when it power supply has an on/off switch that lets you kill involves a PC. power to the PC without removing the cable. This Finding the specific cause of a failed boot involves button, located on the back of your computer, can some detective work. Take note of everything that get accidentally bumped. Surge protectors, outlets, and fuses. Make sure the surge protector is firmly plugged into the wall outlet and that the power button on the surge protector is in the on position. If that checks out, see if the devices plugged into other outlets on the power strip are functioning. If not, the surge protector might be to blame. Another likely culprit is a faulty wall outlet. Plug your computer directly into the outlet, sans surge protector. Ensure that the GFCI (ground fault circuit inter- rupter) hasn’t been tripped. If your PC still won’t turn on, plug something else, such as a lamp, into the socket to see if it works. Finally, check your fuse box or cir- cuit breaker to make sure there isn’t a blown fuse or tripped circuit. There are also a number of factors in- side the computer that could prevent it from starting.

10 www.smartcomputing.com / Fix Your Own PC WHAT TO DO WHEN . . . Your PC Won’t Start

Motherboards and power supplies. Most motherboards have a tiny light on them that lights up when the power supply is connected, even if the PC is off. If this LED (light-emitting diode) is lit, your PC is getting power, and your problem lies elsewhere. Power supplies can sometimes go bad, and if you’ve followed our trou- bleshooting steps to this point, you may have a dead PSU (power supply unit). To figure out whether this is the case, use a power supply tester. Follow the manufacturer’s instruc- tions to check the well-being of your PSU. Power button cables. If you’ve re- Some power supplies have switches that let you cut power to your system. Make sure you haven’t cently performed any repairs to your turned off your power supply. system, it’s quite possible that you ac- cidentally pulled the power button cable has come loose. Barring that, ENTER. (Ntdetect.com is another cable free from the motherboard. If make sure none of the keys are stuck boot file that, when missing, can gen- you spot an unplugged cable, check and that all of the pins in the connec- erate the NTLDR error.) your motherboard for labels that in- tors are straight. If it’s still malfunc- After the copy process completes, dicate the prongs that support the tioning, try a new keyboard—most type Exit and press ENTER. Your power switch. In the event there are models are quite inexpensive. computer will restart. no such labels, check your mother- Memory and parity errors. These board’s users manual (which are usu- error messages indicate problems A Beeping Computer ally available online). with your PC’s memory modules. Remove memory modules and care- Should something go wrong during Error Messages Prior To Windows fully reseat them in another slot. the boot process that prevents the If the computer restarts properly, computer from even sending data to Dealing with a PC that seems to be the slot is likely to blame; if it the monitor or starting the computer, starting up but stops and coughs up doesn’t, it’s likely the memory itself you need some way to identify the an error message before it can load is the problem. problem. When something goes Windows is one of the more frus- Unexpected Interrupt In Protected wrong that causes the BIOS to be un- trating situations a computer user can Mode. This is indicative of an incom- able to start the computer properly, it experience. Fortunately, these mes- patible change to your BIOS (Basic uses specific patterns of beeps to give sages do have a rhyme and reason. Input/Output System). Enter your you clues to what the underlying Often (but not always), they indicate BIOS setup menu and look for an op- problem is. a minor problem. tion to reset the BIOS to its defaults. New hardware. It’s easy to acci- Easy fixes. If an error message of- NTLDR missing. NTLDR (think dentally bump something while fers Last Known Good Configuration NT Loader) is the first file that exe- working inside a computer. Retrace or Safe Mode, the error has some- cutes during the boot process; it can your steps and ensure everything is thing to do with Windows’ startup. get moved, accidentally deleted, or firmly in place. Reboot your com- Selecting the former option can solve corrupted. Restore NTLDR from the puter. If the beeping continues, re- a world of unknown ills. The latter is Windows XP Setup CD via the move the new hardware and see if the a good choice if you’ve recently added . At the command beeping goes away. new hardware. prompt, type cd .. and press ENTER. Beep codes. There aren’t any stan- Make sure there isn’t any re- Enter the letter of your CD-ROM dard beep patterns. To make sense of movable media, including floppy drive (probably D:, unless you have the beeps, you first need to identify diskettes, CDs, and thumb drives, in multiple drives) and press ENTER. your BIOS. The documentation for any drive. Type cd i386 and press ENTER. Type your motherboard likely contains If you see an error message re- copy c: and press ENTER. Type this information. With this data in garding keyboards, it’s most likely the copy ntdetect.com c: and press hand, search online for the meanings

Reference Series / Fix Your Own PC 11 WHAT TO DO WHEN . . . Your PC Won’t Start

behind the beeps. Many sites offer and browse for error messages. Work Windows. There’s a difference be- such information. from Safe Mode to repair any errors tween a true Windows OS disc and Defective components. If your you find. the image restoration discs many problem persists, it’s time to look at Safe Mode. Select Safe Mode from manufacturers ship with PCs. If you replacing the troublesome compo- the Windows Advanced Options only have the latter, the following tips nent. If your beep codes indicate menu. Safe Mode loads Windows may not work. that the RAM is failing, you might with a minimal set of drives and Windows’ repair option attempts need to first figure out which processes for more effective trou- to re-create the Registry and restore module in particular is the problem, bleshooting. Perform some basic settings without removing or altering because most computers have more system maintenance, such as an an- user data. When a repair is available than one memory module installed. tivirus scan and Chkdsk. Reboot your and works as planned, it’s a great way Depending on how old the com- computer. If this fails to solve the to get a troubled system running puter is, you should be able to take problem, go back to Safe Mode and again without starting from scratch. out the memory modules one at a use Add/Remove Programs to un- Boot into your Windows installation time and reboot the computer to see install anything you recently added disc or system recovery CD. When if the problem goes away; doing so to your system. Also try a System prompted to choose between setting will identify the problematic up Windows, accessing the stick of RAM. Recovery Console, or quit- If your video card is the ting Setup, press ENTER to problem, swap it out with a enter Windows Setup. Press new one and see if the F8 to accept Microsoft’s li- problem continues. Make cense agreements and then sure that the video card you press R to Repair the se- choose to troubleshoot or re- lected Windows installation place yours with is compat- when prompted. ible with your motherboard Recovery console. If you The Windows XP Recovery Console is your key to recovering from and your operating system— have any way to back up many errors. otherwise, you will only your data, do so. Boot from create new problems. your Windows installation For troubleshooting purposes, it is Restore, which will roll the OS (oper- CD (a manufacturer’s restoration CD helpful to have another computer ating system) back to its state at an won’t work). Press R from the you can borrow parts from. It is earlier date. Go to Start, All Programs, Welcome screen. Select your Win- best to work through the trouble- and Accessories. Select System Re- dows installation if prompted and shooting and be fairly confident of store from the System tools submenu enter your administrator password. your diagnosis before you run down and follow the prompts. At the command line, delete your ex- to the local computer retailer and Last Known Good Configuration. isting Registry files by typing delete start buying replacements. If the new If you can’t perform a System Restore c:\windows\system32\config\ parts don’t fix the problem, you may from Safe Mode, select Last Known system. Repeat four times, substi- be stuck with parts you can’t return. Good Configuration from the Ad- tuting software, sam, security, and vanced Options menu. Last Known default for system, each in turn. Now Error Messages After Windows Starts Good Configuration rolls back your copy pristine versions of those files by Registry and device drivers to the last entering copy c:\windows\repair\ When Windows launches but setting under which your computer system c:\windows\system 32\ won’t go any further without locking shut down successfully. config\system. Repeat four times re- up or spewing forth error messages, Windows CD. Use your Windows placing system in both portions of the check out the following options. installation disc or system recovery command with the words software, Windows utilities. Repeatedly CD. Insert the disc and boot up. You sam, security, and default. Type exit, press F8 (check your PC’s documen- need to press any key in order to boot press ENTER, and reboot. tation for another option if this key from the disc. If not, you’ll have doesn’t work) during startup to to enter the BIOS and set your optical A Continually Restarting PC launch the Windows Advanced drive as the primary boot option. Options menu. Select Enable Boot After setting the optical drive as The continuous reboot problem Logging. When Windows starts, go to the primary boot drive, restart can have a variety of causes, in- C:\WINDOWS, open Ntbtlog.txt, your system and try booting into cluding faulty or unseated memory

12 www.smartcomputing.com / Fix Your Own PC WHAT TO DO WHEN . . . Your PC Won’t Start modules; out-of-date, corrupt, or manual for specific instructions missing drivers; software con- on how to perform this opera- flicts; overheating components; tion. Restart the computer. virus or ; bad software; Restarting sans error mes- or bad hardware. sage. If your system is infected Hardware. Your computer with a virus or malware or expe- may immediately fail to boot if riencing system-crippling errors, one of your memory modules is you may never see error mes- unseated. The memory modules sages that can provide clues as to are long, narrow sticks that attach why your computer continu- to the motherboard located near ously reboots. Windows is set to the processor and have clips at ei- If you can boot into Safe Mode, disable unnecessary reboot when it encounters a ther end. If one or both of the startup programs that may be breaking Windows’ bootup. critical error. Disabling this can clips is not closed or laying flat let you view error messages and against the edges of the module, on-screen prompts. press down on the edge of the nearest see options to Load Defaults, Load To change the setting in WinXP, to the clip. You may have to remove Optimized Defaults, Load Fail-Safe boot into Safe Mode and access the the memory module and reseat it. Defaults, or something similar. First, . If you’re using Restart the computer. try loading the Optimized Defaults. If Win2000/XP with the Control Panel Your computer may also immedi- your computer still fails, re-enter the displayed in Classic View, simply ately reboot if another piece of hard- BIOS and load the Fail-Safe Defaults. double-click the System icon. If ware fails, has a loose connection, or If you don’t have a choice, simply you’re a WinXP user viewing the becomes disconnected. Check that load the default settings as described Control Panel in Category View, click power plugs from your power supply in your computer or motherboard Performance And Maintenance and are connected to the appropriate manual. Confirm your choice and click System from the bottom of the components and that those connec- allow the system to reboot. You dialog box. Click the Advanced tab tions are secure. Listen for your hard may have to select the Save And Exit and then click the Settings button drive to start spinning. If it is silent, option to restart your system. from the Startup And Recovery sec- then it may be faulty or disconnected Sometimes, your computer won’t tion of the System Properties dialog from the motherboard. Also, be sure even let you access the BIOS. In these box. Next, deselect the checkbox in the fans on your motherboard or instances, you may have to reset the front of Automatically Restart in the graphics card start spinning. If any BIOS using a more hands-on ap- System Failure portion of the dialog component seems unresponsive, re- proach. The CMOS (complementary box. Click OK and click OK again. place it. metal-oxide semiconductor) memory Close the Control Panel and restart BIOS. If the settings in the BIOS retains your computer’s BIOS set- the computer. Now, when your have changed or become unstable, tings but can be reset by moving a system encounters an error, it will re- you may need to reset the settings to jumper on a three-pin header on the main on-screen. get your system to boot again. Restart motherboard and then moving it your computer and access the BIOS back to its original position after a The Path To PC Well-being setup utility. When you have access short wait. You’ll have to consult to the BIOS setup utility, you should your computer or motherboard Whatever the circumstances sur- rounding a particular boot failure, the important thing is to address the issue immediately. Follow the steps we’ve described here, refer to the product documentation that came with your computer, and contact the computer manufacturer’s support resources for step-by-step guidance in resolving the problem. And take heart: You will get Reseat your your PC up and running again. RS memory modules one COMPILED BY SALLY CURRAN side at a time.

Reference Series / Fix Your Own PC 13 WHAT TO DO WHEN . . .

specialized connector, such as a USB What To Do When . . . hub, disconnect the printer, connect it directly to your PC, and attempt to reprint the document. If this resolves the problem, you may need to replace the hub, or your printer may not be Your Printer able to operate through one. Won’t Print Print A Test Page Open the and select Printers And Faxes. Locate your can resolve a surprising number of printer’s icon and double-click it. In printing problems and help to de- the resulting display (print queue fine others. (NOTE: Throughout window), look for your document in this article, “open the Print dis- the list. See if there are other jobs play” means to open the docu- ahead of the job you are printing. If ment you want to print and so, select Cancel All Documents press CTRL-P, or you can open from the Printer menu and try to the File menu and select Print.) print the job again. If there are no First, ensure the printer is jobs ahead of the one in question, turned on and securely check the status. If it is Paused, click connected to the PC. the listing, and from the Document Check the lights and menu, select Resume. displays on the print- If you do not see your document er to ensure it is in an listed in the print queue, print it online (connected and again. Watch your printer for changes ready) state. Some printers in status lights (flashing is com- have an indicator light; others mon) or the message display, noting oday’s printers are wonderful have a text display. If necessary, check changes or messages you see. If you devices. They’re inexpensive, your documentation to see how your see changes in the printer’s status T easy to install and use, and printer signals you. If it is not ready lights or message indicator, it gener- can produce pages—and even color or online, look for hints as to the ally means Windows is communi- prints—that faithfully reproduce the problem, which may be a paper jam, an cating with the printer. originals. Nevertheless, when they do out-of-paper, or low-ink condition. If If Windows issues an error message fail, deciphering the problem can be nothing appears to be wrong with the (other than the standard “This Doc- frustrating. Fortunately, a host of paper or ink, turn the printer off, wait a ument Failed To Print” balloon) when basic troubleshooting routines can few seconds, and turn it help you resolve 95% of all printing back on. issues. The solutions in this article are If you are printing generic to all types of printers run- from a removable me- ning Windows XP Home, and with a dium, such as a Zip or few minor modifications, many of USB drive or a CD or these solutions will work with other DVD, copy the file to versions of Windows, as well. your hard drive. Make sure you have enough A Failure To Communicate free drive space (three to five times the size of If your document will not print or the file) for Windows to the printed page contains garbage char- spool (process to the hard acters, such as symbols and meaning- drive) the document and less text, the problem may be that the then attempt to reprint it. The Printers And Faxes display in Windows will show you PC and printer are not communicating If your printer’s con- which printers your system has installed and is your gateway efficiently or at all. A few basic steps nection runs through a to further problem solving.

14 www.smartcomputing.com / Fix Your Own PC WHAT TO DO WHEN . . . Your Printer Won’t Print

Sending a test page to the printer will determine from the drop-down menu. Select the whether the printer and PC Advanced tab and click the New are communicating effectively. Driver button. Follow the prompts to update the printer driver. If this does not work, your port you should contact the may be corrupt. Return to the Ports manufacturer. If the self- display, select the port, click Delete test page prints, you have Port, and then restart Windows. The a problem with the PC or system should detect the printer and its connections. reinstall the port. If it does not, your Open Printers And Faxes, PC may be damaged and you should right-click your printer’s icon, and se- contact the manufacturer for further lect Properties. Click the Ports tab assistance. If Windows detects the and look for your printer. Parallel port but still cannot print, delete and you print, write it down and skip to printers (which have a large con- reinstall the printer. the Error Messages section of this ar- nector about 2 inches wide) should be ticle. If there is no error message but set to LPT1. USB printers (which have Test Pages Print, But Not Documents the document does not print, check a small connector about half an inch the status in the print queue window wide) should be set to a USB port. If you can print a test page, the PC again. If there is no status, or it shows Change the port settings if necessary. and your printer are communicating as Spooling or Printing, the file may be If you have a USB printer and can- and the problem lies with the pro- very complex and may need more time not change it from LPT1 (common gram or your file. Open the Print dis- to process, so wait a few more minutes with printers offering both parallel play and make sure you chose the before you cancel the job. and USB connections), delete and re- right printer (refer to The Printer Is If the status is Error – Printing, the install the printer (as described begin- Not Available section in this article document has failed to print. Select ning with the second paragraph of for instructions). Make sure the Print the job in the print queue window and the Printer Is Not Available section To File checkbox is not selected. select Cancel from the Document below). When Windows recommends With the settings correct, create and menu. Check your printer’s documen- a port to use, select attempt to print a tation to identify and resolve prob- USB. If USB is not simple document— lems signaled by the lights or messages an option, connect one page, no or very you recorded, such as a paper jam, an the printer through simple graphics, out-of-paper, or ink condition or some another USB port only system (native other printer-based problem. on your PC and/or to Windows) fonts If you see no printer status changes replace the print- such as Times Ro- or error messages and the document er’s USB cable. If man or Arial. If it does not print, cancel the print job, that doesn’t work prints, the original right-click your printer’s icon, and se- and you know the document is likely lect Properties. On the General tab, USB ports on your either too complex click Print Test Page. Test Pages check PC are good, con- or contains corrupt the ability of the printer to reproduce tact the printer’s data. Open Print- basic text and graphics and provide manufacturer for ers And Faxes and information on the printer’s driver (a assistance. You can If your printer is not associated with right-click the icon program that acts as a translator be- also install the the correct port or the port is not for your printer. tween the PC and the printer). printer via the par- selected, you will not be able to print. Click the Advanced allel cable if your tab and change the Test Page Won’t Print PC has a match- spool settings to ing port. Spool Print Documents So Program If a test page will not print, the PC If port settings are correct but the Finishes Printing Faster and, under and printer are not communicating. printer still can’t print, contact the that setting, select Start Printing After First, check the printer’s documenta- printer’s manufacturer for the latest Last Page Is Spooled. If this doesn’t tion for instructions on printing a driver and then return to the Printers work, change the spool setting to Print self-test page. If this will not print, And Faxes window. Right-click your Directly To The Printer. (Also, try clos- the problem lies with the printer and printer’s icon and select Properties ing other open programs before you

Reference Series / Fix Your Own PC 15 WHAT TO DO WHEN . . . Your Printer Won’t Print

reprint.) Experiment with and make sure the color set- these settings to see if any ting is correct. Use the drop- spool setting works. down menu to ensure the If adjusting the spool set- media type is correct. Click tings doesn’t help, reprint the the Advanced tab. Look for original document one page choices relating to print at a time to see if a particular quality (choose High Qual- page is causing problems. ity or Fine if print quality Once you isolate the prob- is poor), font substitution lematic page, or if the docu- (don’t allow substitution ment is only one page or still with device fonts if text is won’t print at all, examine not printing in the right your fonts and graphics. typeface), and other op- TrueType fonts are the tions. Your printer’s manual most universally accepted may help you sort through fonts; check the font menu these options. in your program to see if If your pages are printing the fonts you are using are The Fonts folder in Windows XP Home will show you whether the but appear cut off, click the TrueType. To do so, open fonts in your document are TrueType (highly compatible) fonts or Layout tab and check the the Format menu and select some other type of fonts. paper orientation. You also Font. If there is no indica- may have created a page tion, note the fonts used in the docu- and graphics are improperly posi- larger than your printer can repro- ment and check the Fonts folder tioned on the page, it may be a duce. In the main Print display, under (X:\Windows\Fonts, with X being problem with your printer. However, Zoom, set Scale To Paper Size to the drive on which you installed first check the printer settings in match the size of your printer sheet. Windows). TrueType fonts are noted Windows. From the program in If the settings are correct, check in parentheses after the font name. which you are trying to print, open your printer to see if it needs mainte- Exchange non-TrueType fonts for the Print display and click Properties. nance. You may need to replace ex- TrueType and try to print again. Note that if you want to change these hausted print cartridges, clean or Also, Font Explorer, a free utility settings on a global rather than a doc- align the printer heads, and perform available at www.karenware.com, can ument level, open Printers And Faxes, other tasks. (Refer to your printer’s tell you which specific fonts your right-click your printer’s icon, and se- documentation for help with this.) If printer supports. lect Printing Preferences. (NOTE: The your printer offers the option to print If you are using TrueType fonts (or following options listed may vary de- a test page from the controls on the no fonts), your graphics may be too pending on printer type.) printer, do so and check the color complex or corrupt. If you reduced a For problems with color or print quality and alignment. Finally, using large graphic after you placed it in the quality, click the Paper/Quality tab low-quality paper can reduce print file, reduce it to the correct size in a quality. Use high-quality printing graphics-editing program and then paper, not copy paper. reimport it. If no particular graphic seems suspect, delete and reimport all The Printer Is Not Available graphics in the document and reprint. If none of these solutions helps Open the Print and you have a program that creates display, and if Adobe PDF (Portable Document For- your printer does mat) files, save the file as a PDF and not appear in the try printing that. Name field, click the drop-down ar- Document Prints, row to the right. But Not As Expected Look for it there. Another program If your document does The Advanced printing settings in Printers may have installed print, but the quality or And Faxes may help you eliminate a plethora a printer driver colors are off or the text of color and print quality problems. that moved your

16 www.smartcomputing.com / Fix Your Own PC WHAT TO DO WHEN . . . Your Printer Won’t Print

add the printer, allowing Windows to detect the printer automatically. Provide either the updated driver files or the files you originally in- stalled if Windows prompts you to do so. After installation, locate the printer in the Printers And Faxes window, right-click it, and select Set As Default Printer. Your printer should now ap- pear in all Print dialog boxes and function correctly. If Windows does not locate and install your printer automatically, try using the Add Printer Wizard to install it manually. Most printers have one or more test pages Error Messages (pictured is a color alignment test page) they Printing error messages fall into two and then provide the new driver can print to determine if things are working categories: generic and model-specific. If during installation. properly on their ends. you do not see your error message listed Out Of Resources. This message here, it is likely specific to your printer. indicates you have insufficient printer down the list. If you see it, select Query the Microsoft Knowledge Base memory or hard drive space. Close it. If you do not see your printer listed, (support.microsoft.com) using the exact programs, free some drive space, and it may not be installed properly or you error message as your search string, or try to print again. may have accidentally deleted it. contact the printer’s manufacturer for Open the Printers And Faxes win- further assistance. Generic printing Final Thoughts dow. If you see your printer listed, messages in WinXP Home are fairly un- right-click its icon and select Delete. usual, but you may encounter the ones The suggestions we have offered Select Server Properties from the File listed below. here should resolve 95% of printer menu, click the Drivers tab, and se- Device Is Not Ready. This mes- woes. If not, try using the printer lect your printer. Click Remove and sage indicates that with another PC. confirm your decision (this forces Windows does not If it doesn’t work, Windows to extract a clean driver recognize the print- contact the print- file). Shut down Windows and turn er as being ready to er’s manufacturer off the printer. Make sure your accept data. Check for further assis- printer and PC are securely con- the printer power tance. If it does nected and then turn the printer back and cable and make work, then con- on and wait until it indicates a state sure it is turned on sider reinstalling of readiness. Restart Windows. and online. If you Windows. If you Windows should locate and install are using a network think your prob- the printer automatically. printer, make sure lem may be specifi- If not, check with the printer’s the network is up cally related to ink- manufacturer for updated installa- and you have the jet printers, laser tion or driver files. If there is an up- appropriate print printers, or MFDs dated executable (containing the permissions. (multifunction de- When you delete and reinstall your .EXE file extension) installation pro- (NOTE: There are vices), other arti- printer, delete your printer’s driver, as gram, download it to your PC, click other, similar vari- cles in this issue well, to force Windows to replace the the Start menu, select Run, and navi- ants to this message, may help, as well. driver file. gate to the file to install it. If not, as well.) See “Basic Trou- check the printer’s documentation to Incompatible bleshooting: Inkjet see if there are special installation Print Driver. You’ll see this error if Printers” on page 122; see “Basic instructions (if so, follow them). you upgrade to WinXP and the ex- Troubleshooting: Laser Printers” on Otherwise, return to the Printers isting printer driver is not compat- page 128; and see “Basic Trou- And Faxes window and click Add ible. Contact the manufacturer for bleshooting: MFDs” on page 132. RS Printer (under Printer Tasks in the an updated driver, delete the print- left pane). Follow the instructions to er as described above, reinstall it, BY JENNIFER FARWELL

Reference Series / Fix Your Own PC 17 WHAT TO DO WHEN . . .

What To Do When . . . You Can’t Get Online

etting online is fast becoming apply broadly to Macs and will work the main reason people use with most makes and models of uses for the G computers these days. Sure, modems and routers, such as those Internet) will reset. An IP address is we still do our taxes, write letters to from Belkin, Netgear, and Linksys. almost like a home mailing address loved ones in Microsoft Word, and or telephone number; the hardware play computer games occasionally. Hardware Trouble might get occasionally confused Still, perhaps the most interesting about which address to use. Some activity on a PC is browsing the Web, If a problem with your system’s hardware, such as the Belkin Pre-N finding unusual news stories, chat- hardware prevents you from accessing Wireless Router, requires that you ting over instant messaging, or just the Internet, rebooting hardware leave the device unplugged for as checking our email. Perhaps that’s will reset the device and may correct much as a minute for the refresh. what makes a dead connection so any problems. If you are having trouble accessing frustrating. You double-click your Modem and router fixes. Whether the Internet and you recently config- browser’s icon on your Desktop, wait you have a cable or DSL (Digital Sub- ured your home router, you may need a few seconds, and nothing. For some scriber Line) modem or a home to perform a hard reset, which returns unknown reason, you can’t tap into router, you’ll want to unplug the the router back to its factory default your favorite shopping Web site or power cable, wait at least 15 seconds state. For many models, this means un- search Google.com. What do you do or up to a minute, and then reinsert plugging the power cable from the when you can’t get online? the cable. The device will refresh itself router, holding down the reset button Often, the easiest fix involves re- and the IP (Internet Protocol) ad- (located on the back of the router), and booting your hardware. You may also dress (a unique number the device plugging in the power cable as you have to reboot your PC. hold down and release the Resetting these hardware reset button. Consult your devices works in many router manual for the spe- cases because in most cific steps because some cases the Internet con- routers require that you nection has a conflict on press the reset button for your network or with a few seconds to perform your PC, and resetting a reset. Also, some cable your equipment can re- modems, such as those solve these issues. made by Belkin, come Of course, this solu- with a button on the mo- tion doesn’t always work. dem that disables Inter- In this problem-solving net access; make sure that guide, we’ll cover some button is not activated so of the common problems you can get online. that prevent you from If you tried resetting getting online, including your hardware and the how to reset hardware. device is still not work- Most of these instruc- Sometimes your computer’s LAN (local-area network) card becomes disabled ing, you may need to tions apply to Windows when you switch to a wireless connection or if you install a program on your call technical support XP, but the concept can laptop that automatically disables the card. and send the unit in for

18 www.smartcomputing.com / Fix Your Own PC WHAT TO DO WHEN . . . You Can’t Get Online

Often, the easiest fix involves rebooting your hardware.

repairs. It’s a good idea to inquire connection is active. If you can access the ISP, your provider may need about warranties (many routers have some sites but not one particular site, to send out a technician to inspect a two- or three-year warranty) or re- you may simply need to try accessing the line. Before you request a techni- pair costs, especially because you may the site at a later time. You can also cian, be sure to turn off the modem be able to spend less on a new model try deleting your Internet temporary and wait a few minutes to refresh the than to pay for shipping and repair. files. To do this in Internet Explorer settings and then turn the modem Cable issues. Another common 7, for instance, open the Tools menu on again to see if you still experi- reason you may not be able to make and select Internet Options. Next, ence problems. Also, try rebooting an Internet connection is because click the Delete button under the your computer and router (if you are your network cable is unplugged or it Browsing History section and click using one). isn’t firmly seated in the LAN (local- Delete All. When you delete these Trouble with IE and . If you area network) port. Check the back of temporary files, IE can access Web experience frequent system crashes your desktop or the LAN port on sites instead of using possibly out- while surfing the Internet using IE your laptop and make sure the cable dated local files on your computer for or Mozilla Firefox, it is possible that the is connected. On most computers, if a particular site. person responsible for designing the the network cable is inserted cor- Contact your ISP. If you checked site didn’t use the correct coding when rectly, you will see a green light indi- the common causes of Internet con- building the site. This also may be the cating an active connection. After you nection problems, such as a loose cause if you only see a few graphics confirm the cable is se- load, before your browser cure and that you have closes suddenly or dis- an active connection, try plays an error message. your browser again. The solution: Either avoid the site or try using a dif- Issues Specific ferent browser. If you are To The Internet using IE, for example, try downloading and run- If your troubles stem ning Firefox instead. A from the Internet or spe- second common reason cific Web sites, read on for for crashes has to do with possible explanations and Windows XP. If other fixes that will have you programs you use, such surfing again in no time. as Microsoft Word or Unavailable Web site. Adobe Photoshop, also Occasionally, you may be tend to crash, you may unable to access a Web If you see “HTTP 404” in your browser, it’s likely a sign that your computer can’t have or a virus site that you visited pre- connect to a specific Web site because the site is temporarily unavailable. loaded on your PC. It is viously without any trou- also possible that your bles. This can happen if system has become un- the Web site’s ISP (Internet service network cable or a disabled LAN stable due to corrupted files or memory provider) temporarily disabled the card, consider contacting your ISP problems. If programs you use fre- site, if the administrator failed to for technical support and ask about quently tend to crash just as often as a renew the Web registry data, or if too possible outages. Some ISPs experi- , consider rebuilding the many people try accessing the site ence occasional problems in certain system by reinstalling WinXP or at the same time. Often when a site areas. In fact, when you call for upgrading to . If your you access is unavailable, you will re- technical support, you may hear a troubles are primarily with your ceive the “HTTP 404 Not Found” recording that will list the affected browser crashing, you may need to re- error message. cities and estimate timeframes for install IE. (You can download IE from One way to know if a site is tem- when the ISP will have the problem Microsoft [www.microsoft.com/win porarily down is to check another resolved. If there is a connection dows/ie] and download Firefox from commercial site to see if your Internet problem between your modem and Mozilla [www.mozilla.com].)

Reference Series / Fix Your Own PC 19 WHAT TO DO WHEN . . . You Can’t Get Online

Web site comes up blank. When problems with some Web sites and you visit a Web site that appears to can actually cause slowdowns. You be working but only shows minimal can easily check the speed of your text and no graphics, it’s possible connection by visiting a site such as that the entire site runs as a pop-up. www.testmy.net. Click the Down- If your browser automatically blocks load Test link to perform the test. pop-ups, then you won’t see the Web A plug-in is necessary. Some sites site. To disable pop-ups in Internet won’t load because they use a plug- Explorer, just type the URL, hold in, such as Adobe Flash or Adobe down the CTRL and ALT keys, and PDF (Portable Document Format), press ENTER. For Firefox, type the or because they require ActiveX (a URL, hold down CTRL and press Microsoft add-on for application- ENTER. Holding down the CTRL rich Web sites). key will temporarily disable pop-up Often the best solution for loading blocking. Of course, you can disable A firewall can sometimes become too plug-ins is to just let your browser pop-up blocking for most Web sites aggressive in blocking ports on your download the plug-in and follow the (which will also display banner ads) computer, especially if you select the Don’t on-screen prompts. For example, permanently. In IE 7, open the Tools Allow Exceptions option in Windows XP. Firefox will prompt you to down- menu, select Internet Options, and load Adobe Flash when it visits a site click the Privacy tab. Under Pop-up that uses Flash. You can also install Blocker, click Settings and change plug-ins manually. For example, if the Filter Level to Low. Then click you visit Adobe.com, you will see a OK twice. In Firefox, go to the Tools link for Flash. menu, select Options, and click the Content tab. Deselect the Block Pop- Other Adjustments up Windows checkbox and click OK. Now, all pop-ups will appear for If you ruled out hardware issues most sites. and still have problems connecting A site takes an inordinate amount to the Internet, don’t despair. There of time to display. If you get online are a few more things you can check. and the Internet is running slow, Check firewall settings. A fire- your surfing experience might not wall is useful for making sure a be enjoyable. Sometimes all the con- virus or a spyware client doesn’t in- A pop-up blocker is remarkably nections, cables, and hardware work vade your computer while you’re effective at blocking banner ads and properly, but there are other reasons online. However, sometimes a fire- other annoying Web intrusions, but it for the slowdown. One reason may wall can also prevent you from can also block legitimate Web sites. be that you are accessing a popular accessing the Internet. A firewall Disable a pop-up blocker by using Web site that may be experiencing blocks Internet ports that control CTRL-ALT in Internet Explorer 7. high traffic at the time you visit. the flow of information from your Another cause for a slower Inter- PC to the Internet. net could be because many people in Some firewalls might be too ag- your neighborhood are accessing the popular sites load faster. Using gressive in blocking ports, especially Internet at the same time. A cable a Web accelerator can also help. if you decide to use a file-transfer modem, for example, will run slower Google offers a free Web accelerator program or swap photos over an in- if numerous visitors connect at the at webaccelerator.google.com. How- stant messaging client. In WinXP, a same time. ever, accelerators are known to cause common firewall problem is that the To resolve these issues, you can choose to access popular Web sites or browse the Web at different times Often the best solution for loading plug-ins of the day (such as late at night) or call your ISP and request a faster is to just let your browser download the throughput speed. If you upgrade from 3Mbps (megabits per second) to 5Mbps, you’ll notice that even plug-in and follow the on-screen prompts.

20 www.smartcomputing.com / Fix Your Own PC WHAT TO DO WHEN . . . You Can’t Get Online system is configured to not allow right-click Local Area Connection The wireless connection on your firewall exceptions. and click Status. In the resulting laptop is not configured properly. To change this, right-click the Local dialog box, double-click Internet You may have trouble connecting to Area Connection icon in the Sys- Protocol (TCP/IP), select the Obtain the Internet because your system tem Tray and select An IP Address Au- isn’t connected wirelessly to a router. Change Windows tomatically radio In this situation, your laptop con- Firewall Settings. button, and click nects to the router, which itself con- Deselect the Don’t OK. Click OK again nects to a cable or DSL modem and Allow Exceptions and then reboot then connects to the Internet. So, if checkbox and click your PC. your laptop can’t make the connec- OK. Try accessing Your computer tion, the Internet will be unavailable the Web again. If LAN adapter is dis- to you. Often, a wireless connection you use a different abled. A common configured incorrectly is the cause of firewall, such as issue that prevents this type of problem. For example, Zone Alarm or the some people from you may be connecting to the wrong Symantec Internet connecting to the SSID (Service Set Identifier; the wire- Security Suite 2007, Internet is a dis- less network name that the router consult the manual abled LAN. In some uses) or attempting to connect to an Some Internet products, such as for advanced fire- instances, if you or 802.11g network with an 802.11b Web cams and network storage wall options that another user de- client adapter. drivers, will configure your LAN might block un- cided to use a wire- The solutions: Connect to a wire- card with a static IP (Internet known sites. less connection, less router that provides Internet ac- Protocol) address; use a dynamic Check the IP ad- someone may have cess or configure the router to allow IP to resolve the issue. dress. It is possible disabled the LAN clients to connect over 802.11b. that your computer card. Another rea- Router configuration is an advanced is set to use a static IP address. For son your LAN card may be disabled process but usually involves enabling example, if you bought a Web cam is because your laptop may be con- or disabling options. You can access that runs on a wireless or wired net- figured to save power by disabling your router by typing its IP ad- work, the setup may have instructed devices that use extra power. To en- dress into Internet Explorer. To find you to configure a static IP address. able the LAN card, open the Control the router’s IP address, consult the Most computers are configured to Panel, double-click Network Connec- router’s manual. use a dynamic IP address, but a static tions, right-click Local Area Con- For more information regarding IP forms a direct connection between nection, and select Enable. If the card wireless network troubleshooting, in- your PC and another device for in- fails to enable, there may be a physical cluding how to check for Internet-re- stallation purposes. To see wheth- problem with the card or the network lated problems, see “You Can’t Access er your system is using a static or cable may be disconnected. Check the A WLAN” on page 33. dynamic IP address, begin by opening cable connection. If you continue to the Control Panel and double- have trouble with your LAN card, Get Back Online clicking Network Connections. Next, contact technical support. For many of us, getting online is something we do every day without any trouble. When problems do arise, such as a loose cable or a Web site that is temporarily unavailable, the fix is usually quick and solves the problem completely. Some pesky problems do persist, but you can resolve those is- If you can’t access sues with a repair or by replacing the every site you visit, device. And then it’s back to Web first check the network surfing, instant messaging, and all the cable on the back of other activities we rely on during our your desktop or laptop online escapades. RS to make sure the cable is secure. BY JOHN BRANDON

Reference Series / Fix Your Own PC 21 WHAT TO DO WHEN . . .

for being hijacked is to switch from What To Do When . . . Internet Explorer to an alternative Web browser such as Firefox 2 (free; www.mozilla.com/en-US/firefox) or Opera 9 (free; www.opera.com). Hi- jackers focus their efforts on IE be- Your Browser Has cause so many people use it, and programs designed to exploit flaws in IE won’t work when applied to other Been Hijacked browsers. Firefox and Opera continue to gain in popularity, and this may in- crease to a point where those browsers ou open up your Web brow- those entries back to their original become targets, as well. But for now, if ser, just like any other day, settings (which we’ll discuss later). you currently use IE, switching over to Y but something’s not right. The Many hijackers rely on users in- a different browser comes with im- page that always loads when the stalling software, either inadvertently mense security benefits. browser starts is different. There are or on purpose, that gives them broad- If you use IE, make sure to keep it shortcuts in your Favorites folder that er access to the system. Some of these as up-to-date as possible because you can’t recall putting there, and hijackers prevent you from changing Microsoft constantly identifies and other abnormal things happen when your home page or search engine back fixes security holes. To do so, open IE, you browse. Worst of all, even though to what you want by completely expand the Tools menu, and click you manually switch everything back disabling those settings in Inter- . Click either Ex- to the original settings, the changes net Explorer. Others do even worse press or Custom (or update the Win- don’t stick. Or maybe the options to things, for instance, causing pop-up dows Update software, if necessary) revert to the old settings aren’t even advertisements to appear even when and install all of the patches that are there at all. you aren’t browsing the Web. available for Internet Explorer. Your browser has been hijacked, No matter what Web browser you and although most hijackers are not An Ounce Of Prevention use, it is extremely important to install interested in destroying files or doing multiple antispyware applications on the malicious things associated with One of the easiest ways to practi- your computer and regularly update other attacks, such as that of cally eliminate the potential them. These programs scan for current viruses, a hijacked browser is problems, and many of them also lock still a major problem that must down the computer so hijackers can’t be handled immediately. Hi- easily use the most common routes of jackers are designed to redi- entry. You can use as many antispyware rect your Web browser to applications on the same computer Web sites of the hijacker’s that you want to (unlike antivirus choosing to direct more traffic software, where you must stick to a to specific sites so that they can single program). We recommend generate more advertising revenue. Windows Defender (free; www.mi crosoft.com/athome/security/spy Hijack Basics ware/software/default.mspx), Spybot Search & Destroy (free; www.safer- Browsers may be hijacked in a networking.org), Ad-Aware (free; number of ways. The most basic at- www.lavasoftusa.com), and Spy- tack is triggered when you view a Web wareBlaster (free; www.javacoolsoft page and code within that page (or ware.com/spywareblaster.html). code that is automatically down- Update these programs at least once loaded when the page is viewed) uses per month if they don’t come with the a security loophole to change your de- ability to do so automatically. fault home page, default search page, Also, we recommend downloading and browser settings. It doesn’t do and running BugOff (free; www.spy anything other than that, meaning wareinfo.com/~merijn/programs.php), you can fix the problem by changing which fixes a lot of exploits commonly

22 www.smartcomputing.com / Fix Your Own PC WHAT TO DO WHEN . . . Your Browser Has Been Hijacked

Web pages in your browser. The navigated to becomes the default worst hijackers gain access to the home page, or you can enter it manu- computer because people unknow- ally (such as entering www.google ingly install them on their computers .com if you want to use Google as by clicking a button or link in a your home page). Click Apply when pop-up window that appears while you’re finished. browsing or by installing down- Click the Settings button in the loaded software that lets the hijacker Search section to re-establish your de- get a piggyback ride onto the hard fault search settings. Click to highlight drive. Don’t blindly click links in- the incorrect search entry, click Re- cluded in emails and never click any- move, and then highlight the entry where in a pop-up advertisement you want to use and click Set Default. (you can press CTRL-W to close an Click OK. If the search service you IE window without having to click to want to use doesn’t appear on the list, close it). Also, be on the lookout for click Find More Providers, click the Be very careful when using BugOff, or you may pop-ups that look like alerts from entry for the service you want to add, accidentally disable a legitimate program. Windows but are actually disguises follow any prompts that are provided designed to get you to click a button, (if any), and the service should now inadvertently giving your permission be available when you establish de- to download whatever the hijacker fault settings. There is also a Create wants to install. Your Own option on this page that lets you add any search service that A Pound Of Cure isn’t represented on Microsoft’s master list. Heading off the hijackers doesn’t If you think your browser has been take a lot of work, but you have real hijacked, checking to see if the culprit is problems if the browser has already the oft-used CoolWebSearch hijacker been infiltrated. Before getting into or one of its myriad offshoots should Use Windows Update to keep Windows XP and specific fixes, it is important to note be your first priority. These hijackers your Web browser as up-to-date as possible. that the steps provided in this article are designed to drive Web traffic apply to the latest version of Inter- to www.coolwebsearch.com (don’t net Explorer 7. If type that address into used by hijackers. BugOff is trickier to you use an earlier your Web browser!) use than the other programs men- version of IE, you or other advertising tioned because you must enable or dis- should upgrade to sites. They accom- able entries manually and doing so can the latest version or plish this using many have impact on programs you actually use an alternative means, ranging from want to use. When running BugOff, browser for secu- making the compu- the goal is to click Disable for as many rity reasons. ter think that popular entries as possible but check the Side If you’re lucky sites such as Yahoo! Effects text closely to make sure doing and the hijacker Search don’t exist so won’t interfere with your applica- simply changed your (and instead redi- tions. For example, disabling the IE settings without recting you to an ad Microsoft.XMLHTTP Object closes a installing any other CWShredder detects and removes all site) to making IE hole that a hijacker can use, but it also software on your known versions of the annoying think that restrict- prevents Windows Update and Gmail computer, you can CoolWebSearch hijacker from your ed Web sites should from working properly, so leaving it easily revert to the computer. be trusted. enabled is probably worth the risk. settings you want to Fortunately, there Clicking the Disable button instantly use. To establish the default home is a free tool called CWShredder that makes the change, so simply close the page, open IE, navigate to the page you will detect and remove all known ver- program when you are finished. want to use for a home page, ex- sions of this annoying hijacker. To use Finally, always be on your guard pand the Tools menu, click Internet the tool, download it from www.inter when browsing or clicking links in Options, and select the General tab. mute.com/spysubtract/cwshredder_ emails or other documents that open Click Use Current, and the page you download.html, double-click the file’s

Reference Series / Fix Your Own PC 23 WHAT TO DO WHEN . . . Your Browser Has Been Hijacked

icon, and click I Agree. Click Check from the ZIP archive to the Desk- inserted, open the Edit menu, and For Update, click Fix, and then click top (or any other folder you like), click Paste. Click Post New Topic OK to scan the computer for the double-click HighjackThis.exe and when you are finished. CoolWebSearch software and eradi- click Do A System Scan And Save Be extremely patient and courteous cate it if it is discovered. A Log File. Wait for the scan to when waiting for a response. The fo- Sometimes hijack attempts aren’t complete, and a new rums are run by vol- reversed this easily, and you’ll file should appear unteer experts and need specialized tools and a lot of on the Desktop (or are extremely busy, help to complete the job. The best in the folder where and it may take days tool by far is HijackThis (free; www you ran Hijack- for them to get back .tomcoyote.org/hjt), which thor- This) that is labeled to you, so check the oughly scans the computer to find Hijackthis.log. This forums every so often everything that is taking advantage is the magic data to see if your topic of a known security loophole in you need to has any new posts. Internet Explorer and Windows. at the forums. When you do get a HijackThis is an extremely powerful To use the forums, response, follow the tool, which is its biggest drawback. go to www.tomcoyote instructions the ex- Scans return information on legiti- .org and click the Fo- pert provides to the mate programs, as well as hijackers, rums link near the letter, and they’ll let If your browser is hijacked, pray it and there’s no way for a novice to top of the page. Look you know if they is a program that only changes know what to fix and what to leave for a Register link in need any additional your default home page and alone. Fortunately, there are loads of the Welcome screen, information or logs search page settings because that experts ready to offer free help, day click it, and sign up to get to the bottom problem is very easy to fix. for a free user ac- of the problem. count (you can’t post Once you know about your problem unless you reg- what to disable, fixing things using ister). Be sure to enter a valid email ad- HijackThis is very easy. Run the pro- dress when signing up because a gram, perform another scan, and confirmation email is sent to make sure select the checkboxes next to any your registration is legitimate. When entries you want to remove. Click Fix the email arrives, open it, click the acti- Checked, click Yes to delete the items, vation link, and sign in using the in- and then click Yes again to reboot the formation you entered during the computer and see if the problem is registration process. Scroll down to fixed. If it isn’t, you can always head Update your antispyware software, such as the Computer Help section and click back to the forums. SpywareBlaster shown here, regularly to the HijackThis Logs And Spyware/ ensure the best possible protection. Malware Removal link. Be sure to Bottom Line read the Welcome New Members post in the Important Topics section Avoiding a hijacked browser is or night, at the TomCoyote.com before proceeding. not impossible if you take preventa- Web forums. To post your specific log, click the tive steps and use caution while If you’ve just performed a spy- New Topic button. Enter a brief de- browsing the Web. The bottom line ware scan using any antispyware scription of your problem in the is that you don’t want to let your tool, reboot the computer before Topic Title box and then provide browser be hijacked, and if it does using HijackThis. To download the more detailed information in the happen, you want to fix the prob- software, go to the aforementioned white text box. You now need to lem as soon as possible. We’re confi- Web site and click the HijackThis copy and paste the contents of the dent that our provided suggestions download button. The software is log file you just generated, so will work, but if you’re still having stored in a compressed ZIP file, so double-click it (it should open in problems, be sure to read “Basic you’ll need to use a utility such as Notepad), open the Edit menu, click Troubleshooting: Browsers” on page IZArc (free; www.izarc.org) or the Select All, open the Edit menu again, 149 to see if your browser woes built-in ZIP utility included with and click Copy. Switch back to your aren’t related to hijackers at all. RS Windows Me/XP to extract it. Once forum post, click in the white text the HighjackThis.exe file is moved box where you want the log file to be BY TRACY BAKER

24 www.smartcomputing.com / Fix Your Own PC WHAT TO DO WHEN . . .

Unlike antivirus programs, you can What To Do When . . . have more than one antispyware pro- gram installed on your computer at the same time. Although it doesn’t hurt to have more than one antispy- ware program, there’s no reason to go You’re Pestered overboard and install countless anti- spyware programs, either. Before run- ning a scan using your antispyware By Pop-up Ads program, update the program with the latest malware definitions. Most antispyware programs will op-up ads are intrusive, both- username and password information, examine all running processes on ersome, and annoying. Given to the writers of the spyware or ad- your computer. If you’re curious as P that many pop-up ads contain ware. Spyware and adware are serious to what programs and processes are scams, it’s no wonder we don’t like threats to your computer and to your running on your computer, use the these unfriendly windows. Whether personal identity. Windows to find out. your computer displays large quanti- To check your computer for spy- Open the Windows Task Manager in ties of pop-up ads incessantly or you ware or adware, download and install Windows XP by right-clicking the see one pop-up ad while browsing an antispyware program. There are a and then selecting Task the Web, all of us want to eliminate number of free antispyware pro- Manager. The Applications tab will pop-ups so we can use our computer grams, including ’s Ad-Aware list all running programs. On the in peace. Fortunately, you can re- SE Personal Edition (www.lavasoft Processes tab, you’ll see all of the move and prevent pop-ups. Let’s usa.com) and Javacool’s Spyware- processes running on your com- explore some of the things we can do Blaster (www.javacoolsoftware.com). puter. Because many of these pro- to eliminate and guard from pop- You may also want to install an anti- cesses have vague names, do not end up ads. spyware program that can guard a process unless you’re sure you If you’ve ever tried to close persis- your computer from spyware before know what it does. tent pop-up ads, you know it can be a it is downloaded to your system, futile effort. Instead of clicking the such as Spybot - Search & Destroy Stay Healthy red X located in the upper-right (free; www.safer-networking.org) or corner of most windows, press ALT CounterSpy ($19.95; www.sunbelt In addition to adware and spyware and F4 on your keyboard to close a software.com). protection, you’ll need an antivirus pop-up ad. Alternatively, you can program that will check to see if use the Windows Task Manager there are any viruses, worms, or to close pop-up ads, but be Trojan horses on your com- careful not to close critical puter. Viruses, worms, or Windows processes or legiti- Trojan horses can cause pop- mate applications that are up ads and can prevent currently in use. your system from func- tioning. Just as a cold Play I Spy can pass from one mem- ber of your family to Many persistent pop-up another, a virus can ads are the result of spyware transfer from your com- or adware on your com- puter to other com- puter. In addition to dis- puters on the network playing pop-up ads, these or to your friends via malicious programs can email or IM (instant wreak havoc on your ma- messaging) programs. chine. They can slow down Pop-up ads caused by your computer, change your viruses can be more harm- home page settings, and report ac- ful than other pop-up ads tivity from your computer, including because of a virus’ ability to

Reference Series / Fix Your Own PC 25 WHAT TO DO WHEN . . . You’re Pestered By Pop-up Ads

spread and cause The Internet Explorer pop-up blocker lets you additional damage. choose to allow pop-ups from specific sites. If you don’t al- ready have one, install a reliable and then click Close. Next, close any antivirus program, other open programs and files. When such as Norton the System Configuration dialog box AntiVirus 2007 appears and asks you to restart the ($39.99; www.symantec.com), McAfee 2. Microsoft claims the Internet computer, click the Restart button. VirusScan Plus ($39.99; us. Explorer Pop-up Blocker is smart .com), or AVG Anti-Virus Free Edi- enough to know not to block pop-up Add-ons Can Cause Problems tion (free; www3.grisoft.com). In ad- windows that you have opened inten- dition to virus protection, McAfee tionally by clicking a link. For ex- Add-ons are special programs that VirusScan Plus includes firewall and ample, if you are on a shopping site work inside of Internet Explorer and antispyware protection. and click a link to open a pop-up other browsers. Add-ons can include In order to be effective, you must window containing your receipt, the search toolbars, games, and programs update an antivirus program on a reg- pop-up window will open because that let you view Web sites offline. ular basis. Because most antivirus you opened it on purpose. However, add-ons can also invade programs conflict with one another, When Internet Explorer blocks a your privacy, especially when spyware never install more than one antivirus pop-up ad, you’ll see a notification in or adware installs them without your program at a given time. If you the Information Bar located below the knowledge or permission. choose to switch from one antivirus Address Bar. If you want to allow a The Internet Explorer Add-on program to another, first uninstall the pop-up for a particular site, you can Manager lists all add-ons installed on existing program and then install the click the Information Bar and choose your computer that are used by new program. whether to allow pop-ups from that Internet Explorer. You can use the site on a temporary or permanent Internet Explorer Add-on Manager to A Toolbar With Protection basis. You can also access other set- enable or disable each add-on indi- tings for the pop-up blocker through vidually. To access the Internet Another way to shield from pop-ups this Information Bar. Explorer Add-on Manager in Internet is to install a toolbar that has built- Explorer 7, click Tools, Manage Add- in pop-up protection. The Google Stop Immediate Loading ons and then select Enable Or Disable Toolbar (free; toolbar.google.com) Add-ons. If you want to disable an and the Yahoo! Toolbar (free; tool Some spyware and virus programs add-on, click to select it and then bar.yahoo.com) have built-in pop-up will run automatically when you boot click the radio button next to Disable blockers. These toolbars will automati- your computer. In addition to anti- in the Settings area of the Manage cally block pop-ups. When necessary, spyware and antivirus programs, Add-ons window. When you’re fin- ished changing the add-on settings, click OK. You may need to restart Internet Explorer in order for the changes to take effect. The Google Toolbar keeps a running total of all pop-ups it has blocked. Pop-up Free you can allow individual sites to dis- advanced users may want to look at Although everyone is likely to see a play pop-ups. This allows you to see the number of programs that start up pop-up ad from time to time, pop-up pop-ups when necessary, and avoid automatically when you boot your ads should not overrun your computer. them otherwise. computer. Click Start and then select By removing adware, spyware, viruses, Run. In the Run dialog box, type and other malicious software from your Built-in Protection and click the OK button. machine, you can decrease the amount The System Configuration Utility will of pop-up ads you see. With fewer pop- Many Web browsers now protect appear. You can prevent certain pro- ups, you can use your computer and against pop-up ads. The Microsoft grams from starting up automatically surf the Web without interruption. RS pop-up blocker for Internet Explorer using the Startup tab. When you’re comes with Windows XP Service Pack finished making changes, click Apply BY JENNIFER JOHNSON

26 www.smartcomputing.com / Fix Your Own PC WHAT TO DO WHEN . . .

What To Do When . . . Your PC Has A Virus

hether you suspect that a Back up your files to a CD, DVD, or virus is causing your PC to other removable media—not to an- W behave oddly or your an- other PC. Some viruses infect docu- tivirus software finds a bug lurking on ments and other popular file types, your computer, it’s hard to think which means that your own files may about anything else until you’ve re- carry the virus to the removable media. moved the virus. Because your com- You’ll need to scan your backup media puter isn’t healthy, your valuable with an antivirus program before you documents, music and video files, and return the files to your computer or email are at risk. move them to another PC. In theory, removing a virus should be easy: Run your antivirus software’s Update Your Virus virus scanner until it locates the bug Step 2 Definitions and then zap it. Although antivirus Antivirus software publishers programs can indeed catch and kill create massive databases of virus defi- many of the viruses that find their nitions that help your software iden- way to your PC from the Web, there tify the bugs. Because malicious users are plenty of elusive bugs that can regularly create new viruses (and pub- evade your antivirus software for one lishers regularly create new virus defi- reason or another. We’ll show you nitions to catch them), your antivirus arrow will appear in the System Tray how to use two popular antivirus ap- software is out of date as soon as you while McAfee searches for updates. plications to catch and kill viruses, install it. You’ll need to download the The process won’t take long (about 15 and we’ll also provide tips for re- latest definitions from the software seconds, in our experience) over a moving the bugs that refuse to budge. publisher before you run your an- broadband connection. Once the defi- tivirus scan—otherwise, the program nition update completes, you are ready Back Up, may miss a new virus. Many antivirus to scan your computer for viruses. Step 1 Back Up, Back Up applications include a 12-month sub- Symantec Norton AntiVirus 2007. If your PC has any files you don’t scription to the publisher’s antivirus Norton automatically updates its defi- want to lose, resist the temptation definitions; if your subscription has nitions, as well. If your virus defini- to hunt for that virus right away. expired, the software may instruct tions are out of date, The Norton Although your antivirus software may you to pay for a new subscription. Protection Center will display a red X be able to remove the problem without McAfee VirusScan Plus. VirusScan next to Protection Updates (which in- disturbing your OS (operating sys- updates definitions automatically, but cludes the virus definitions). To tem), you can’t predict the sorts of you can check to make sure you have download the Protection Updates, trouble you may run into. This is an the latest updates. The McAfee Se- click Run LiveUpdate in the Quick especially important step if you haven’t curityCenter, which is the software’s Tasks menu on the left side of the yet installed antivirus software. Al- main window, lets you know whether Norton Protection Center. though most program installations go your system’s virus definitions and When the LiveUpdate tool opens, smoothly, we’ve experienced more other components are up-to-date. click the Next button and then wait than our fair share of software and To download virus definitions and for the tool to check Symantec’s hardware installations that crippled any other updates, click the Update servers. The tool will display all of the our test PCs’ operating systems. button. A small icon that has an components it can update, including

Reference Series / Fix Your Own PC 27 WHAT TO DO WHEN . . . Your PC Has A Virus

your virus definitions. When you click uncheck the Scan And Remove Next again, the tool will automatically Tracking Cookies box. Once download and install all of the de- you’ve configured the scan op- finitions. Once you click the Finish tions, click Scan Now. button, Norton AntiVirus may restart You can work on other pro- your computer. You are now ready to grams while your virus scan runs scan your computer for viruses. in the background. Simply click the Minimize icon in the upper- right corner of the window. If Step 3 Scan Your Computer you need to devote your PC’s re- When you run a virus scan, your sources to a particularly resource- antivirus software scours your com- intensive application, click the puter in search of files that match its scan’s Pause button. Click the virus definitions. You don’t need to Resume button to start the scan sit by your computer as it scans: It where it stopped. Once your scan completes, Norton Antivirus 2007 will identify viruses and display a re- Symantec Norton AntiVirus displays a report that identifies threats. Click the port once it completes the scan. 2007. Norton Antivirus offers two Attention Required tab to learn more about the McAfee VirusScan Plus. To scan types of scans: a Quick Scan, malicious files and determine how to remove them. your computer for viruses, click the which checks commonly infected Scan link, which appears on the left files, and Full System Scan, which of- the top of the window. You’re ready side of the SecurityCenter (if you’re fers a thorough scan of your entire PC. to remove the virus. using SecurityCenter’s Advanced in- To run a Quick Scan, click the Scan terface, the Scan link is under Home). Now link, which appears under Quick Once the Scan page opens, you can Tasks in the Norton Protection Step 4 Remove The Virus configure your scan. Check the My Center. To run a Full System Scan, Today’s software makes removing click the Norton AntiVirus most threats a breeze. Many applica- tab (next to the Protection tions can automatically remove minor Center tab) and then click threats or suggest removal actions. Tasks & Scans. Next, click McAfee VirusScan Plus. Once the Run A Scan and then click virus scan completes, an alert will ap- Run Full System Scan. pear and the SecurityCenter will display Scan times vary from one basic information about the threats the PC to the next—the scan may scan found and actions it took. To view finish in a minute, or it may the individual threats and specify take several minutes. If you actions, click View Details. This page want to work while the scan names each threat, displays its category runs in the background, click (such as Potentially Unwanted Pro- the Minimize icon at the top gram) and displays the file path so you Norton Antivirus 2007’s Norton Protection Center tells of the scan window. When can see where the threat sat on your you which security features need your attention. You can the Perform Background computer. VirusScan Plus can automat- look at this window to quickly determine whether you Scan? Window appears, check ically fix some problems (including un- have the latest Protection Updates. the Do Not Ask Me Again wanted tracking cookies), but if you box and then click the Yes want to take a particular action, you can button. Now you can mini- use the I Want To section. Computer box in the Locations To mize the scan at any time and focus on VirusScan automatically removes Scan area if you want to ensure that your other tasks while the scan runs. some unwanted threats. Rather than the entire system, including any re- The scan’s window will pop up again deleting these files, it moves them movable media in your optical and when the scan completes. to the Quarantined Programs And floppy drives, is included in the scan. The Results Summary page appears Tracking Cookies section. To view the The Options section lets you fine- in the scan’s window when the scan files and delete them (or restore them, tune the scan. If you want to run a finishes. If the scan finds viruses, if you decided you want certain full-system scan, check all of the you’ll see a number in the pink Total cookies, for example), click the boxes in this section. However, if Items That Require Attention bar. Advanced Menu link at the bottom of you’re searching only for viruses, Click the Attention Required tab at the SecurityCenter and then click the

28 www.smartcomputing.com / Fix Your Own PC WHAT TO DO WHEN . . . Your PC Has A Virus

Restore button. You can now view in- McAfee FreeScan (us.mcafee.com Ad-Aware SE Personal (www.lavasoft formation about quarantined items /root/mfs/default.asp) and Symantec usa.com) and Grisoft’s AVG Anti- without harming your PC. also has a Spyware & Viruses scan Virus Free (free.grisoft.com). Symantec Norton AntiVirus 2007. (www.symantec.com/home_home The Attention Required tab in the office/support/index_virus.jsp). You When All Else Fails scan’s Results Summary window lists can also use these tools if you think each threat (including nonvirus threats, your existing antivirus software hasn’t If your antivirus and other apps fail such as cookies) and suggests an action caught a virus on your PC. to remove your PC of its malady, it may in the Action column. You can use the Some lesser-known publishers also be time to wipe the system clean and re- drop-down menu to select an action offer online scanners. If you choose to install your OS. Be sure that once your (such as Fix, Ignore, or Exclude), or you use a scanner you don’t recognize, fresh OS is installed, you update can leave the suggested action in place. search the Web for other users’ opin- Windows completely and install your When you’re ready to remove the ions. Malicious users can create legiti- antivirus software before you reintro- threats, click the Apply Actions button. mate-looking security programs that duce your backed up files to your PC. In some cases, Norton AntiVirus “find” phantom viruses and ask you After all, they may still carry viruses. RS may not be able to automatically fix the to pay for the software to remove it. problems it finds. If it finds virus infec- Once you know the name of your BY JOSHUA GULICK tions in system files, for example, it PC’s virus, you can may recommend that you use your OS search for information installation CD to replace a damaged about removing it. Some Protect Your PC file. You’ll find information about the software publishers offer problem in the Attention Required tab. special, downloadable everal security software publishers offer If you think that a particular file is tools for nasty viruses. S free or trial versions of their antivirus and infected, but Norton doesn’t flag it as In some cases, you’ll antispyware/adware applications. Here are some suspicious, you can move it to the need to install a full an- popular programs that can help rid your system Quarantine, which is a protected en- tivirus program to de- of unwanted bugs. vironment that won’t let the file do stroy the virus. any further damage. Click the Norton Comodo AntiVirus tab and then click Tasks & www.comodogroup.com Viruses vs. Adware Comodo AntiVirus (Free) Scans. Click Manage Quarantined & Spyware Items and click Go To Quarantine. When the Security History: Quar- Many antivirus ap- Grisoft antine window appears, you can click plications don’t search www.grisoft.com Add Item To Quarantine to use the for adware and spy- free.grisoft.com Manual Quarantine tool, which lets ware. If you’ve run an- AVG Internet Security 7.5 (30-day trial) you browse for the suspicious file. tivirus scanners without AVG Anti-Malware 7.5 (30-day trial) any luck, the program AVG Anti-Spyware 7.5 (30-day trial) AVG Anti-Virus Free (Free) Online Resources that’s causing your computer to behave AVG Anti-Spyware Free (Free) Don’t panic if you think you have a oddly may fall into the virus but don’t already have antivirus adware or spyware cate- Lavasoft software. Some antivirus software gory. Several security www.lavasoftusa.com publishers offer free online scanning publishers offer free an- Ad-Aware SE Personal (Free) tools that can search your computer in tispyware/adware pro- minutes. McAfee, for example, offers grams such as Lavasoft’s McAfee us.mcafee.com McAfee Internet Security Suite 2007 (30-day trial) One At A Time McAfee VirusScan Plus (30-day trial) lthough it’s certainly tempting to load your PC with all of the Symantec A best antivirus programs you can find, you’re much better off www.symantec.com with a single program. As with firewall software, multiple antivirus Norton Internet Security 2007 (15-day trial) programs may cause conflicts that create more trouble—on top of Norton AntiVirus 2007 (15-day trial) the problems your virus stirred up. ❙ Norton AntiSpam 2005 (15-day trial)

Reference Series / Fix Your Own PC 29 WHAT TO DO WHEN . . .

Problem: We had a brief blackout, What To Do When . . . and I had to reset my main computer. When it came back up, though, I was unable to access the Web, and my personal LAN can’t, either. Solution: It sounds as though your Your LAN computer has temporarily lost its IP (Internet Protocol) address and can’t identify itself to your ISP (Internet ser- Isn’t Working vice provider). Several conditions can cause this problem. The first thing to try is a normal f you asked somebody how Windows reboot, as the OS (oper- to successfully do a jigsaw ating system) doesn’t respond well I puzzle, they’d probably tell to sudden interruptions in service you match whatever you can, and may not have come back cor- and good luck. Think that’s rectly. Shut down your PC and a good analogy to trouble- manually turn off your cable/ shooting LANs (local-area DSL (Digital Subscriber Line) networks)? We’d need to modem and router. Wait about throw in half a dozen or more a minute, then start up your puzzles, together. The field is computer and turn those de- filled with software and hard- vices back on. Wait a couple ware designed to build and minutes and see if the restart maintain networks, similar in was sufficient to reset your IP generalities but often very unalike address. If not, click Start and Run, in detail. This makes offering prob- then type ipconfig/ release in the lem-solving adice that’s applicable to Open field of the Run dialog box all LANs very challenging. and press ENTER or click OK. This But there are some difficulties that sends a request to your provider’s repeat between networks, and some Bluetooth devices, and cordless DHCP (Dynamic Host Configuration conditions that hold true for all be- phones. Even wireless mice, garage Protocol) server to blank or uncon- cause they involve Windows XP or door remotes, and brick walls have figure your IP address. Wait a few sec- good basic maintenance practices. So been known to cause problems. In onds and then click Start and Run while we can’t guarantee that this ar- short, overlook nothing and test again, only this time type ipconfig/ ticle will make your network problem- everything if your wireless LAN expe- renew and click OK. free, we think it provides a good riences periodic performance drops. The DHCP server will now attempt chance of fixing things before you Found the problem? Just because to establish a new IP address for your get into the rocket science of unique interference is present, that doesn’t computer. You may need to reboot at network complexities. mean it’s omnipresent. Try moving the end of this process, but either way your router. Raise it several feet, or you should once more be able to Problem: I’ve got a wireless net- put it in an area away from other communicate with your provider. work, and my connection is spotty electronic gear. Even a difference at best. of a few inches may make the differ- Problem: My networked computers Solution: Wireless connections can ence between a good, solid connec- have suddenly stopped communi- be tricky. Sometimes they can work tion and a poor, spotty one. Or cating with one another. Are there over relatively long distances but fail lacking that, try moving your wire- any possibilities I can look into before across the room. If your clients are less clients away from interference- getting help from someone more within signal range of your router, causing devices. technically savvy than myself? begin by looking for other electronic Another solution is to upgrade the Solution: Sometimes the most devices that can generate electronic antenna on your router, or add a straightforward solution is the right interference. Microwaves are frequent range extender. Some antennas are re- one, and because it’s so obvious it goes culprits; others are additional wire- movable, and you can purchase more overlooked. So start by doing the ob- less units, such as wireless speakers, powerful models. vious: Check the cables that connect

30 www.smartcomputing.com / Fix Your Own PC WHAT TO DO WHEN . . . Your LAN Isn’t Working your router or hub with your PCs. checkbox. Finally, note at the bottom entry and click the Start button in While unconnected cables should of the Sharing tab whether your fire- the Service Status portion of the show up in your Network Communi- wall is configured to permit network General tab in the dialog box that cations window or as a faulty device in sharing of that file or folder. appears. You’ll also want to make your Device Manager, a partially has an option to sure Automatic is selected in the seated or damaged cable may not. disallow this because it assumes you Startup Type drop-down menu and Don’t just check visually. Make sure might be accessing your computer at click OK. the cables are well-seated by hand. If times in less secure locations, such as Some users who want more mem- you feel a lot of give, the plug or its airports, offices, and cars. If you’re ory for applications disable these corresponding port may be poorly se- using a third-party firewall, you’ll types of services because they tie up cured. Try reconnecting to a different want to make sure it’s set to allow system memory whether they’re cur- port, then try using a different net- network sharing, as well. rently in use or not. If you share the work cable. system in question with other users, Make sure that all devices are you might want to see if one of them properly powered up. It’s not un- has stored a profile that automatically heard of for power cords to come disables Computer Browser upon loose as a result of movement or the startup. Click Start, Shut Down, and addition or subtraction of other Restart, then watch to see if Windows power cords to or from an outlet, or offers you a choice of user profiles in- perhaps someone “borrowed” the stead of simply starting up. power outlet your small network de- pends upon. If this reveals nothing, Problem: When I try renewing a check out the status of all your de- DHCP lease it fails. I get this message: vices’ LEDs. Green is usually good, “An error occurred while renewing in- but orange, red, or anything that terface [NAME]. The system cannot flickers between orange or red and find the file specified.” another color isn’t. Check Windows’ Device Manager to Solution: This can happen when find your network adapter’s driver the DHCP Client service has been Problem: I’m trying to print a doc- versions and manufacturing dates. stopped and your IP address is ument from a computer on my net- showing up as 0.0.0.0. To fix this, work other than the one it’s connected click Start and right-click My Com- to and it won’t work. Everything else Also note that some files and folders, puter, then click Manage. In the works fine. such as program files and Windows Computer Management window, Solution: This sounds like an issue system folders, cannot be shared. click the plus sign next to Services with a Windows networking compo- And Applications in the left pane, nent called File And Printer Sharing Problem: One of the computers on then double-click Services. Double- For Microsoft Networks. Is it installed my network repeatedly gets the mes- click DHCP Client in the right pane, and enabled? Some people deliber- sage “The list of servers for this work- then click the Start button in the ately leave it disabled because of fears group is not currently available” when General tab if the Service Status shows that it permits breaches to security. I attempt to open its Network Neigh- that it’s Stopped. Next, make sure This is inaccurate, because you’d have borhood window. Automatic is selected in the Startup to fulfill a number of other important Solution: It sounds like your Type drop-down menu rather than conditions to leave your computer Computer Browser service is dis- Manual or Disabled, and click OK. open to general access. abled. Click Start, right-click My Make sure that the files you want to Computer, then click Manage in the Problem: How can I tell if my net- print can be shared; use Windows context menu. In the Computer work card is working properly, or was Explorer to locate them, then right- Management window that appears, installed correctly? click each one and select Properties in click the plus sign (+) next to Ser- Solution: The easiest way is to use the pop-up menu that appears. In vices And Applications in the left the PING (Packet Internet Groper) each file’s Properties dialog box, click pane, and then double-click Services. utility. Click Start, All Programs, the Sharing tab and make sure the Scan the list of services in the right Accessories, and Command Prompt. Local Sharing And Security op- pane to find Computer Browser. If it Then in the Command Prompt tion isn’t checked. Instead, select lists Stopped in the status field, window that appears, type ping the Network Sharing And Security double-click the Computer Browser 127.0.0.1 and press ENTER.

Reference Series / Fix Your Own PC 31 WHAT TO DO WHEN . . . Your LAN Isn’t Working

The numbers 127.0.0.1 constitute name, I get the following message: and see if it’s set to allow access to the standard IP address for producing a “Ping request could not find host computer B. loopback network connection (though [NAME]. Please check the name and you can substitute ping localhost, as try again.” Problem: I can use my network to well). It should produce a listing of sev- Solution: This is probably a case of directly browse Web pages, but when eral lines as replies, along with a few not having enabled NetBIOS Over I run a program that goes out to concluding lines of statistics. If you re- TCP/IP. As a result, your client only the Web, instead, such as Windows ceive a message that transmission failed makes sense of IP addresses, and Media Player, Norton Internet Se- or an error occurred, you probably doesn’t know what to make of names curity’s LiveUpdate, and so on, have network card problems. given to computers. To fix this, Windows prompts me to create an click Start and Control Panel, then Internet connection. Problem: I’ve tried using PING, double-click Network Connections. Solution: This can occur if you but nothing happens at all. Right-click your local area network use WinXP’s New Connection Wiz- Solution: Sounds like you don’t connection listing and click Prop- ard to create a broadband connec- have your TCP/IP (Transmission erties in the pop-up menu, then tion. The problem is that the Wizard Control Protocol/Internet Protocol) double-click the Internet Protocol doesn’t enable proxy automatic de- installed. These protocols facilitate tection for broadband connections network and Internet communica- requiring authentication. To solve tion, so you’ll need to install them. this, launch Internet Explorer, click Click Start and Control Panel, then the Tools menu and Internet Op- double-click Network Connections. tions, and click the Connections tab Right-click the connection to your in the Internet Options dialog box. network and click Properties, then Click your broadband connection’s check the list of items in the This listing in the Dial-Up And Virtual Connection Uses The Following Private Network Settings field, then Items field for an Internet Protocol click the Settings button to the right (TCP/IP) entry. If it’s not there, click and select the Automatically Detect the Install button below, then Settings checkbox under Automatic double-click Protocol. Now find Configuration. Click OK to close TCP/IP (may appear as Microsoft both dialogs, and you should be TCP/IP version 6) in the Network Make sure your DHCP Client service is in business. Protocol field of the Select Network set to automatic, or your IP address Protocol dialog, click to select it, and lease may not renew itself properly. Problem: I connect to a net- click OK. worked PC using my WinXP Re- If after installing TCP/IP you’re mote Desktop Connection, then try still not getting a response from (TCP/IP) entry in the list of items in- to copy and paste data from one PING, check your physical connec- stalled for your connection on the system to another. Either it doesn’t tions (make sure your network cable General tab. Click the Advanced work or I get a message stating, plugs are properly seated in their button in the resulting dialog’s “Cannot copy file: Cannot read ports) and then check to see if you General tab, click the WINS tab in from the source file or disk.” have a firewall running that isn’t al- the next dialog, and if the Disable Solution: This can occur if drive lowing your system to access the NetBIOS Over TCP/IP radio button redirection isn’t enabled. Click Start, Web. Many firewalls can be config- is selected near the bottom of the tab, All Programs, Accessories, Com- ured to refuse access without in- select instead the Enable NetBIOS munications, and Remote Desktop quiring of the user whether they Over TCP/IP option. Click the OK Connection. Click the Options button desire it. If that’s the case, scan the button on each of the three dialog at the bottom of the dialog that ap- program’s interface or check its Help boxes to close them. pears, then click the Local Resources files for the menus and commands tab. Click to select the Disk Drives you can use to configure your firewall Problem: I can PING computer B checkbox in the Local Devices portion to allow outbound access. (These from computer A on my LAN, but not of the tab, then click Connect. RS vary from program to program.) the other way around. Solution: The most usual cause of BY BARRY BRENESAL Problem: I can PING a computer this is a firewall that’s incorrectly con- by using its IP address. But if I use its figured. Check computer A’s firewall

32 www.smartcomputing.com / Fix Your Own PC WHAT TO DO WHEN . . .

the network, further adding to the What To Do When . . . challenge of solving the problem. In most cases, you’ll begin your troubleshooting efforts by checking the configuration on your remote PC. Note that it is the frustrating nature of You Can’t wireless connections that any one of the suggestions below or a combina- tion of them may work, or not. In Access A WLAN many cases, there is no definite “this solution fixes that problem,” only a se- ries of “things to try.” You have to keep aving a wireless connection you through steps to solve the three trying fixes until the network works. to access your home net- basic wireless connection problems Open Network Connections by H work or a public network at you may experience: no connectivity, clicking Start, My Network Places, an airport or other hotspot is a won- chronic dropped connections, and and View Network Connections. In drous capability. Not being able to get slow speeds. the right pane in the window that your wireless connection up and run- opens you’ll see a list of all the pos- ning, or having your functioning net- No Connectivity sible ways you can connect to the net- work suddenly stop working, can be a work and the Internet based on the thunderous inconvenience. The com- Connectivity problems can afflict networking hardware your system is plex workings of WLAN (wireless your computer when you’re first in- currently set up to work with. local-area network) connections stalling your network. They can also Our computer, for example, shows sometimes break. But there are some occur after your network has been four types of connections: a dial- basic fixes you can try to get your net- running perfectly for months and up connection via modem, a 1394 work humming again. you’ve long forgotten how to access FireWire connection, a 10/100BaseT For the purposes of this article, the network interface on both your Ethernet LAN connection, and a we’re assuming you have Windows remote PC and your wireless router. wireless 802.11g radio connection. XP on your computer. We will walk Perhaps it wasn’t even you who set up The Status column shows whether the connection is enabled or disabled. If it’s disabled, it will say so in the Status column. If it is enabled, the status will be Connected, Not Connected, or Disconnected. When the system is working, the status of your connec- tion of choice will be Connected. Unfortunately, just because it says it’s connected doesn’t mean you’ll actu- ally have network access. If your Wireless Network Connec- tion status is Disabled, you or another user (say, a co-worker if you’re using a laptop that co-workers share) has manually disabled it. To enable the connection, right-click Wireless Network Connection in the Name column and select Enable. The menu will close and a status box will show that “Enabling” is in progress. In a few seconds the status of the device should change to Connected, Not Connected, or Disconnected and the status box should disappear. If the status has changed to Connected, try

Reference Series / Fix Your Own PC 33 WHAT TO DO WHEN . . . You Can’t Access A WLAN

opening your browser. You should be own network. If your network is not your computer is attempting to log connected and running. listed, the trouble could be that your onto the chosen network. This at- If the status changes to Discon- router or modem is not working prop- tempt can take some time, so be nected, right-click Wireless Net- erly. Check them to make sure that all patient. When the connection com- work Connection again and choose the indicator lights are on as they pletes, try accessing the Internet. If Connect. In a moment or two the should be. If necessary, check the man- you are successful, you know that the status should change to Connected. If uals for those devices to get them in problem with your network is prob- it does, try accessing a Web site with working order. ably at the router, not the remote PC. your browser. If your network is on the list, double- If the attempt fails, the problem could click it. A status box will be with your PC or with the network appears showing the at- you tried to access. If there are other tempt to connect. After open networks available, try accessing a few seconds the net- them. If you can’t log on to any, the work chosen will give problem is likely the configuration of the message, “Acquiring your remote computer. Network Address.” If If your Wireless Network Connec- everything goes well, tion reads Connected and the avail- a Connected message able network list also shows it as will appear. Open your Connected, the problem could be browser and you should with your broadband modem or have access to the Web. your router’s connection to it. If the If both the Wireless modem’s indicator lights all read Network Connection OK, try replacing the cable between The Network Connections window shows all of the possible and Network Connec- the router and the modem and try ways you can connect to the network and the Internet. tion windows show your connecting. If you still have no network as Connected Internet access, you’ll have to dig but you still can’t access deeper into the Windows Network Under most circumstances you the network or the Internet, your prob- Connections interface. should be on the ’Net. If there’s still lems run deeper. To go to the next level of trou- no Internet connectivity, you’ll have The list of available networks will bleshooting, right-click Wireless to dig deeper. indicate which networks are secured Network Connection in the Network If the status is Not Connected, the and which ones are open. If you can’t Connections window and select problem may be as simple as the wire- get online using your own network, Properties. In the Wireless Network less radio being off. Check the phys- you can try connecting to one of the Connection Properties dialog box the ical switch (if there is one) on your other open networks. Try to only General tab displays a list of items notebook or type the appropriate key connect to networks you know, how- your wireless connection uses. In fact, combination (for example, FN-F2) ever, because connecting to unknown depending on what’s listed and for turning on the radio. The status and/or unsecure networks can open checked, your system may not be should change to Connected. If it your computer to potential secur- using all of the services, and one or does, open your browser. You should ity hazards. In the list be connected and online. of networks, double- If, when checking the radio, you find click the open network that it’s already on, right-click Wireless with the best connection Network Connection and choose View (that is, the one with the Available Wireless Networks. A new most green bars). A window, Wireless Network Connec- status box shows that tion, opens. This window offers a list of all the available wireless networks within range and prompts you to The Wireless Network Choose A Wireless Network from the Connection window offers a list and click Connect. You should rec- list of available wireless ognize which network is yours. If the networks within range and window doesn’t indicate any network prompts you to Choose A as connected, you should first try your Wireless Network from the list.

34 www.smartcomputing.com / Fix Your Own PC WHAT TO DO WHEN . . . You Can’t Access A WLAN two could be causing your headaches. be in an environment conducive to On our computer the items listed in- getting your work done efficiently. clude Client For Microsoft Networks The next best thing to moving the and File And Printer Sharing For computer is moving the source of the Microsoft Networks. Both of these signal. Moving the router or installing services can be disabled, and in simple an access point or range extender can wireless networks where you mainly move the wireless signal’s origination just want to share an Internet connec- A status box graphically indicates your point to a direct line of sight to the re- tion these services should be disabled. attempt to connect to a wireless network. ceiver and dramatically shorten the dis- If they are listed and active in your tance the signal has to travel to reach network and you’re sure you don’t the receiver. This requires an additional need them, uncheck them. Another outlay of money (although neither item that you can uncheck, if listed, is piece of equipment is very expensive, Client Service For Netware. and well worth the cost if they fix the There can be other unnecessary problem) and some additional wiring items in this list to uncheck. The three (which is what wireless networks are basic services you want to have active supposed to help you avoid). You can at all times are QoS Packet Scheduler, get wireless range extenders or signal Network Monitor Driver, and Inter- boosters, but you need to power these net Protocol (TCP/IP) or Microsoft devices. So wherever you place them TCP/IP Version 6 (both may be listed; you’ll need an outlet nearby. keep only one active). Before you invest in additional Click the Wireless Networks tab to equipment, check that the channel in get a list of available networks. You your router’s setup utility is set for au- should see an antenna symbol next to tomatically finding the clearest the network name. If you see a red X, channel. If the channel is assigned, the the configuration has problems. In The General tab in the Wireless Network default channel is usually channel 11, this event check the router for pos- Connection Properties dialog box lets you and that channel often ends up being sible problems and/or try moving the identify and change the items your wireless the most heavily trafficked. There remote PC closer to the router. connection uses. should be a radio button or other se- Click your network and click the lection method to choose the auto- Properties button under the network (802.11b/g, but not 802.11a) wireless matic channel selection option. list. The resulting dialog box will networks use the 2.4GHz band of Choose that and be sure to apply the show the encryption standard in use radio frequency, as do many other change or click OK if your router soft- and include a box in which you can radio-wave producing devices, in- ware requires it. Then close the setup enter your WEP (Wired Equivalent cluding wireless phones, microwaves, utility and try your connection again. Privacy) key. Windows can occasion- various household wireless devices, If you want an assigned channel, ally lose this key. Try typing in your and some toys. If your work area is try one that’s used less frequently WEP key. While you’re here, click the several rooms away from the router or than channel 11. Channels 1, 6, and Authentication tab and make sure on a different floor, wave interference 11 are normally used for public that authentication for the network is can disrupt the signal enough to keep 802.11b WLANs and by many home enabled. In most cases it should be, it from passing cleanly through walls networks. Optimally you want your and when used it must be activated and floor. channel to be as far away as possible on the router, too. Check the router There are a few things you can do from the others. If there are only a configuration to be sure. Click OK to to improve reception and keep the few other competing networks, try close each of the open dialog boxes. signal clear. The easiest, but not nec- channel 1; the logic here is based on essarily the most convenient, thing to the probability that the others are set Chronic Dropped Connections do is to shorten the distance between to the default channel 11. the router and the receiver. You can, One of the utilities built into Everyone who’s ever used a radio for instance, move the computer to a Windows, WZC (Wireless Zero Con- has experienced periods of static, spot near the router. This is easily figuration), is smart enough to recog- white noise, and, depending on the lo- done if your receiver is in a laptop, nize when the access point you’re cation, other stations coming through but although your signal may im- using may not be pumping out the on the current frequency. Common prove your computer may no longer strongest signal within range of your

Reference Series / Fix Your Own PC 35 WHAT TO DO WHEN . . . You Can’t Access A WLAN

computer. Its job is to switch your more likely about airwaves than about laptop to the available access point anything else. with the same SSID (service set identi- If all has been well and now isn’t, the fier) issuing the strongest available most probable cause is signal interfer- signal, all without any user interven- ence. There are some questions you can tion. That’s a great idea when all the ask yourself to help determine possible access points are hooked into the same problems and solutions. Have you network. If, however, the new access moved the position of your remote PC? point is on a different network, which If you’re working on a laptop, are you in the case of a home network it will in your usual workspace or have you be, your connection to the network set up in a different location? If you’ve with the weaker access point gets moved, try going to your regular loca- broken. For a home network, all it tion and see if things are back to takes is for your neighbor to have an normal. If you are in your normal spot access point in range to prompt the and you’ve notice the slowdown for a WZC to attempt to switch you to the while, check the list of available net- access point with the strongest signal. The Wireless Networks tab in the Wireless works in your area. If there are some This cuts you off from your own net- Network Connection Properties dialog box new ones, they may be causing interfer- work and connects you to your neigh- displays a list of available networks. ence. Try not broadcasting your SSID. bor’s. You can disable this service, but (You set this in your router’s interface.) your best bet is to simply reassign Have you bought any new radio- your network a unique SSID, which is settings. Be sure you are familiar with wave emitting devices recently? They recommended in any case. all the terms and functions and may be wreaking havoc on your You might also encounter a problem closely follow the steps in the router’s signal. Have you bought any new after installing WinXP Service Pack 2 documentation if you try this tactic. heavy pieces of furniture that happen or a Windows Update, in which your Resetting the router means that you now to be standing between the connection hangs when acquiring a also have to put the required settings receiver and the router? Have you network address or your connection in place in Windows, too, as we’ve spoken with your neighbors? Perhaps becomes limited or nonexistent even if seen throughout this article. one of them has a new wireless phone. your radio is on. Microsoft offers a Try changing channels on your router patch to fix these problems. It’s called Slow Speeds as described above. If that doesn’t the Update For Windows XP Service work, try talking your neighbor into Pack 2 (KB884020) and is available for Speed is a relative issue. In WLANs exchanging the phone for a router- free from its download center. To find your actual wireless transmission friendly one. Move the router and re- the patch visit www.microsoft.com speed rarely reaches the rated speed. ceiver close together. /downloads, enter 884020 in the search Even so, when your wireless network box, and click Go. has been tooling along at speed X and Further Support If none of the above suggestions fix it suddenly slows to speed Y, you’ll your WLAN’s chronically dropped find you’re waiting for Web pages to With most WLAN problems have to connections, try resetting the router, load and files to download longer do with settings rather than equip- which will restore all its settings to than before. At that point it doesn’t ment. If the solutions in this article the factory defaults. You’ll then have matter what speed X is; you’re at don’t fix your WLAN problems, use a to set up the network as if it were speed Y and not happy. Unfortu- computer with working Internet access new, including choosing a personal nately, if you’re getting the signal but to visit Smart Computing’s Tech Sup- SSID, WEP encryption key, and other the signal is not strong or clear, it’s port Center. Go to www.smartcom puting.com, click the Tech Support Wireless network problems, Center link, and under the Basic such as the “Limited or no Troubleshooting Articles heading click connectivity” message the View ALL Basic Troubleshooting displayed here, can occur Articles link. You’ll find further infor- after installing Windows XP mation under the Networking – Wired Service Pack 2 or a Windows & Wireless heading. RS Update. Microsoft has a fix for this problem. BY DAVID A. FINCK

36 www.smartcomputing.com / Fix Your Own PC WHAT TO DO WHEN . . .

What To Do When . . . You Can’t Send Or Receive Email

“Running,” this means the program is active but for some reason it isn’t visible to you. Click your email pro- gram to highlight it and click the Switch To button to see if that opens the program. If that doesn’t work or if the program isn’t visible in the Applications tab, click the Processes tab and look for Outlook.exe, which should be listed under the Image Name column. Click your email pro- gram and then click the End Process button. A Task Manager Warning box will warn you that you’ll lose any unsaved data if you click the Yes button. Click the Yes button to end the process and then close the Task Manager window. There are times ending and receiving email is nothing happens. The most com- when Task Manager will list Out- one of the fundamental expec- mon cause of this problem is that look.exe several times; eliminate all S tations of any connected PC. It Outlook didn’t close properly or en- of these listings in order to clear your should be as easy to do as turning on tirely the last time you used it. A PC’s memory. You should be able to your computer—but sometimes it piece of the program may still be in open Outlook now. isn’t. Simple as it seems, emailing is your computer’s memory, so Win- actually a complicated procedure that dows may believe the program is al- Email Is Not Talking has many possible points of error. ready running. To fix this, just wait; When your email client starts deliv- Windows XP often cleans its own One of the most common error ering arcane error codes, a simple memory of remnant program code messages you may get from the process gets complicated quickly. For on its own, but this can take a while. Outlook email client is Outlook Is these troubleshooting situations, Another fix is to reboot your PC, Unable To Connect To Your In- we will be using the most common which restarts Windows with a clean coming POP3 E- Server. The email client, Microsoft’s Office Out- memory slate. first thing to do in this instance is look 2003. Many of the principles The shortcut fix to this problem is to check your Internet connection. and fundamental fixes for these to end the Outlook “process” that’s Open a Web browser window and programs work similarly in other still operating in the background. try to navigate to a Web site. If the clients such as , Press CTRL-ALT-DELETE to bring browser also is unable to connect Mozilla Thunderbird, and Eudora. up the Windows Security window to the Internet, then your problem and click the Task Manager button. is with your network connection Email Just Won’t Start In the Task Manager, click the Ap- or the connection to your ISP (In- plications tab and look to see if ternet service provider), not with You can’t get your mail if you Outlook is listed under the Task your email client. We won’t get into double-click your Outlook icon and column. If it’s listed and the status is general troubleshooting of a bad

Reference Series / Fix Your Own PC 37 WHAT TO DO WHEN . . . You Can’t Send Or Receive Email

network connection here, but you Outgoing Mail Server (SMTP) should email, try deleting the Incoming Mail should first check your network look something like smtp.yourISP Server (POP3) and Outgoing Mail cables, any router you may have, name.com. Your ISP may have chang- Server (SMTP) entries and retyping the and your cable or DSL (Digital ed these settings because of an email correct addresses. Subscriber Line) modem to make client upgrade or a system change, so Another possibility is that your sure that they are plugged in and be sure to double-check them. ISP’s email server isn’t responding connected properly. If the settings look correct and the because it needs you to use SPA (Se- Before tinkering with your email program still isn’t sending or receiving cure Password Authentication). If client settings, you should also check there isn’t a check mark in the Log your security software and firewall On Using Secure Password Authen- settings. It is possible that one of tication (SPA) box, check it and then these programs is interfering with click Next and Finish. In other cases, how your email client communi- you may get error messages from cates with the Internet. Every secu- the server such as, SSL Negotiation rity program works differently, but Failed. In that case, uncheck the Log to check if this is the trouble, try On Using Secure Password Authen- temporarily disabling your fire- tication (SPA) box because the serv- wall or security protection. Security ers are incompatible with it. suites such as Norton and McAfee The most common error message from an have quick disable buttons, which email client indicates that your network The Settings Are Correct will come up if you right-click their connection is out. icons in the System Tray or click If you’re certain your email client the first window of the program. If is properly configured and net- you do this and your email client work and Internet connections are works properly, then the issue in- working properly, but your Send/ volves your security suite and you Receive process still fails, then try need to consult its documentation rebuilding your email account. for the fix. Sometimes you have to delete and re-establish your email settings for Send & Receive Errors them to work properly. First, make sure you have all of If you succeed in isolating the the necessary information for your problem in your email client, then account and ISP: username, pass- you need to check out its configura- word, outgoing/incoming server tion settings. In Outlook, click the names, and any other settings the Tools menu and E-mail Accounts to ISP requires. open up the E-mail Account wizard. In Outlook, click Tools and E-mail Under E-mail, click View Or Change Accounts to open up the E-mail Existing E-mail Accounts and click Account wizard. Under E-mail, click the Next button. In the E-mail Ac- View Or Change Existing E-mail counts window under Name, click to Accounts and click the Next button. highlight your default email account Highlight your default email account and then click the Change button, and click the Remove button. (This which brings you to the email pro- will not delete your old email mes- gram’s settings screen. sages.) Next, click the Add button. In Outlook you need to confirm that Most user email accounts use a the client is reaching out to the correct POP3 email server (unless your ISP server addresses at your ISP. Every ISP tells you otherwise), so select the POP3 will be different, so you need to get the radio button and click Next. In the right email setup instructions from The heart of your email client is the next window, fill in your User In- your provider. In most cases, however, configuration settings pages, which formation (name and email address) your Incoming Mail Server (POP3) tell the programs how and where to and Logon Information (the username listing should read something like communicate with your ISPs’ (Internet for the account and the password). On mail.yourISPname.com and your service providers’) mail servers. the right side of the window, fill in the

38 www.smartcomputing.com / Fix Your Own PC WHAT TO DO WHEN . . . You Can’t Send Or Receive Email

Server Information we outlined ear- 3MB, or more. A large attachment lier (incoming mail is mail.yourISP can also produce an error message name.com and outgoing mail is because the upload takes so long smtp.yourISPname.com). In Outlook that the client drops the connection. you can test your settings by clicking To determine whether the attach- the Test Account Settings button. The ment is the cause, try sending the next screen tests all of your settings and same message after removing the at- reports where exactly the problem may Outlook has a self-test routine that can test tachment. You can also use Window be. If Outlook can’t find the network your email client configuration and help XP’s native file compression pro- connection, then the problem lies with pinpoint the source of the errors. gram to stuff the file into a smaller the ISP. If it can’t find the SMTP package. To do this, right-click the (Simple Mail Transfer Protocol) or or wrong. If you’re certain the ad- file you want to attach to your email, POP3 (Post Office Protocol 3) server, dress is correct, then the message select Send To from the drop- then the outgoing or incoming mail means there is a problem with the down menu, and click Compressed servers are probably mislabeled. Once recipient’s email server. Later, try re- (Zipped) Folder. This process cre- your settings pass all of the tests, click sending the email again. ates a new ZIP file that should be Next and Finish to return to the client. smaller and easier to send. If your account settings are working Is It Better To Give Than To Receive? Another workaround for send- properly, you should receive a test mes- ing huge attachments is to use a sage in your Inbox from Outlook the Sending email often is more error- Web-based email service such as next time you click Send/Receive. prone than the retrieval process. You Google’s Gmail, MSN’s Hotmail, may get error messages from your or Yahoo! Mail. Sign up for an ac- But I Put In My Password! email client that it Cannot Contact count with these free services and The SMTP Server or that The Server you can send enormous file attach- A common email frustration oc- Connection Timed Out when trying ments that would otherwise choke curs when your client repeatedly asks to send a message. Sometimes, the your POP3 account. you to enter your password and fails client will alert you that it was try- to make contact with the server. In ing to contact the outgoing server Am I A Spammer? many cases you already have your for one minute and asks whether it password embedded in the program’s should continue. When you send a single email to a configuration but the password In some cases, this message is a large list of people, your ISP may re- window keeps popping up. In our result of your email client losing turn an error message such as The experience, this has usually indicated contact with the correct outgoing Message Could Not Be Sent Be- a temporary problem with our port on your computer or the SMTP cause One Of The Recipients Was ISP’s email servers and not a pro- server. The most common fix for Rejected By The Server. In order to blem with our local email client. this is to close down and restart your block spammers, most ISPs limit the To fix this problem, close out of email client. The program may is- number of people to whom you can Outlook and try again later. If sue an alert and ask whether to send the same message to—usually the problem persists, then use the send the unsent messages before between 25 and 50 recipients. With steps we outlined earlier to search shutting down; tell it not to send mass mailings, try sending multi- the client’s configuration settings anything and close the client. Wait ple instances of the same message and check to see that it still has about 30 seconds to let any rem- to only 20 recipients at a time. your password entered properly. nants of the program clear out of You can solve many of the most Otherwise, email or call your ISP the memory and then restart and common email problems with one to inquire about the status of its send the message again. of the fixes we discussed in this sec- email servers. tion. However, you will need to keep Shrink Your File in mind that the background pro- Bad Host cesses for email can involve complex Your email may “time out” or re- exchanges between your PC and the Some email messages you try to turn an error message from the servers at your ISP. When all else send will return an error message server related to “attachment size.” fails, you may want to call your ISP’s indicating Host Unknown. Usually, Many ISPs put an upper limit on tech support. RS it is most likely that the recipi- the file size you can attach to an ent’s email address is incomplete outgoing message: sometimes 2MB, BY STEVE SMITH

Reference Series / Fix Your Own PC 39 WHAT TO DO WHEN . . .

What To Do When . . . You Can’t Open Email Attachments

aybe you’re expecting a open your antivirus photo of your newest grand- program and M baby, waiting for a cute scan the file you forward from a friend, or looking for just saved. If it’s an important business contract. too late, and you Regardless of the contents, when an suspect you may email message arrives, you want to have opened an in- open it. Unfortunately, that’s not al- fected attachment, see ways easy; attachments that accom- “What To Do When... disabling pany many emails can be difficult to Your PC Has A Virus” the program tem- open. To help, we’ve rounded up some on page 27. porarily. When you’re fin- tips and tricks to assist you in opening Some files are difficult ished viewing the attachment, make troublesome email attachments. to open as an attachment. sure you re-enable the antivirus pro- In this case, you’ll want to save the file gram and restore any security set- Safe & Saved to your hard drive and open it from tings you may have changed. For there. If you still have difficulties more information on working with Because email attachments can opening the file, right-click it and antivirus programs, see page 145. contain viruses and other harmful choose Properties. On the General files, the software installed on our tab, look for an option to Unblock the Email Settings computers often tries to protect us file. If available, click the checkbox from attachments. In doing so, this next to Unblock and then click OK. Some email programs, such as software prevents us from opening Now, try to open the file again. Outlook Express, block potentially those attachments, even if the at- Rather than trying to open a saved unsafe attachments. To open attach- tachment and email is legitimate. attachment directly, you may also try ments that are blocked by Outlook There are ways around this, but it’s loading the program first, then Express, you’ll need to change your best to proceed with caution. Be- clicking File and Open. Some users security settings. In Outlook Express, cause of the damage viruses can prefer this method to other methods click Tools, Options, and navigate to cause, it’s always a good idea to of opening files. Use the method you the Security tab. Uncheck the box make sure that the attachment you feel most comfortable with. next to Do Not Allow Attachments are trying to open is legitimate and To Be Saved Or Opened That Could safe before opening it. An Overzealous Antivirus Potentially Be A Virus. Click Apply Although most trustworthy an- and OK, then try to open the attach- tivirus programs scan your email and Although we highly recommend ment again. After viewing the attach- attachments, it never hurts to save an having an antivirus program in- ment, close it, and then re-apply the attachment to your hard drive and let stalled, updated, and running on security setting in Outlook Express the antivirus program scan it there. your computer, especially when for best protection. Never assume that an attachment is using email, some antivirus pro- safe until it has been scanned; even grams will stop you from opening The Right Software friends may unknowingly send you certain types of attachments. When an infected file. Use your email pro- you can’t open a legitimate file, Sometimes, the lack of a software gram to save the attachment to a check your antivirus’ security set- program stops your computer from location on your hard drive. Then, tings. You may have to go as far as opening an email attachment. When

40 www.smartcomputing.com / Fix Your Own PC WHAT TO DO WHEN . . . You Can’t Open Email Attachments

unable to find a com- patible program from the Open With dialog box, click the link for If The Program You Want Is Not In The List Or On Your Computer, You Can Look For The Appro- priate Program On The Web to find a suitable program. Some Web-based email programs, such as For example, if someone sends you MSN Hotmail (www.hotmail.com), scan all an image file in .EPS (Encapsulated attached files to ensure there are no viruses PostScript) format, and your computer in the attachment. doesn’t have a program that will read EPS files, you won’t be able to open the and never receive the message, check attachment. In this case, you have two with your ISP to see if it limits the size Use the Open With dialog box to select a options: you can ask the sender to re- of messages you can receive. If your compatible program to open an email send the document in a different friend sent an email with a 5MB at- attachment, or look for an appropriate format that is compatible with the pro- tachment, but your ISP limits email application on the Web. grams on your computer, or you can sizes to 2MB, you may never receive install software that will read the file in the message. Some ISPs will send a your email program can’t find an ap- its current format. Using the aforemen- message to the sender to let him know propriate application to use in open- tioned link to search for a program that that you never received his message. ing the attachment, you may get an will open EPS files, we found a couple This isn’t always the case, though, and error similar to the following: This of applications that will let us view the some messages are lost forever. File Does Not Have A Program Asso- file, including IrfanView (free; www.ir ciated With It For Performing This fanview.com). Ask For Help Action. If this happens, you may also If you don’t know if your computer see the Open With dialog box that lets has the required software to open the When you’re unsure as to why your you choose a program from a list. If attached file, look for the file’s exten- computer won’t open a particular at- your computer has a program you sion, denoted by a period and three or tachment file, ask the sender of the know will open the file, select it four letters that follow the file name. message what program she used to from the list, and click OK. Assum- A file’s extension will tell you what create and view the file. If you have the ing the file is compatible with the type of file you’re dealing with. You same program, double-check to make program you chose, the attachment can then check to see if your com- sure it’s the most recent version and should open successfully. If you’re puter has a program associated with the program functions without errors. that file type by clicking Start, My Occasionally, files can become cor- Computer, Tools, and Folder Op- rupted during the transport process. If tions. Look for the file’s extension in you receive an attachment in a format the File Types tab. If you find the file your computer can read, but the file format you’re trying to open in the won’t open, ask the sender to resend it. list, but the program associated with that file type is incorrect or different Be Persistent from what you would prefer, click the Change button to select a different Email attachments aren’t always program to use in opening all files easy to open. Because email attach- with that extension. ments come in many different for- mats and sizes, no single solution Missing Messages will open every attachment. With a little persistence and these tips, you Some ISPs (Internet service pro- should be able to open the majority of Sometimes, you’ll need to change security viders) limit the size of emails you can email attachments. RS settings, such as this setting in Outlook receive. If you’re expecting an email Express, in order to view attachments. with a large attachment from someone BY JENNIFER JOHNSON

Reference Series / Fix Your Own PC 41 WHAT TO DO WHEN . . .

Tighten the screws on the video cable What To Do When . . . connector to make sure you’re getting the best connection possible. Inspect both cables for exposed wires and kinks. If these exist, or if the video cable connector has some bent pins, You’re Having you may need to replace the cable or monitor. Press the power button on the monitor. If you see a light, then you know the monitor is receiving Video Problems power. If your monitor has physical brightness and contrast knobs or but- tons on the unit, try adjusting these to make sure they were not accidentally turned to low or high. If all else fails and you have a spare monitor handy, try plugging it into your computer. If the alternate mon- itor works, then you’ll need to trou- bleshoot the former monitor itself. For more information on specifically troubleshooting monitors, refer to “Basic Troubleshooting: Screens & Monitors” on page 100. If both moni- tors fail to display video, then you may need to dig a bit deeper. Check the graphics card. Your graphics adapter is responsible for everything that you see, so video prob- lems commonly relate to graphics adapter issues. PCs typically come with one of two types of graphics adapters: the standalone variety, called graphics cards, or the built-in variety, which we’ll refer to as graphics t’s not un- determine if the adapters. Built-in graphics adapters common to feel computer is running are actually a component of the moth- I completely in the dark by listening for fan noise and erboard, so refer to “Basic Trouble- when your computer’s video or dis- looking for lit LEDs (light-emitting shooting: Motherboards” on page 88 play seems to be acting up. Often, diodes) on the front of the PC. for more information. video problems prevent you from fol- Sometimes you’ll hear a beep from the To inspect a standalone graphics lowing the normal troubleshooting internal speaker as the computer card, shut down the computer and routines and lack error messages boots. If your PC won’t boot, then open the case. While the computer is that hint at the real problem. The refer to “Your PC Won’t Start” on still plugged in and before touching following are some common prob- page 10. any internal components, touch a lems you may encounter and solu- Check the monitor. If your mon- metal part of the case to discharge tions to help you back into the light. itor is blank, make sure its power static electricity. Next, unplug the cable is connected to a working outlet power cable, unplug the video cable, If Your Monitor Is Blank . . . and fully inserted into the monitor it- and examine the graphics card. If it self. Also make sure the video cable is looks like it is not fully inserted, or if Check the computer. The first step connected to the appropriate VGA the card is dusty or difficult to fully in- is to make sure your computer is con- (Video Graphics Array) or DVI spect, then you’ll have to remove the nected to a working outlet. Press the (Digital Visual Interface) port on the power supply connectors (if applic- power button. Commonly, you can graphics card or motherboard. able); unscrew the rear bracket screw;

42 www.smartcomputing.com / Fix Your Own PC WHAT TO DO WHEN . . . You’re Having Video Problems

The CMOS firmly into the slots and allow the (complimentary clips to snap into place. Close the metal-oxide case, plug in the PC, and restart it. If semiconductor) the problem persists, you may need to jumper, which troubleshoot your RAM. Refer to appears in the “Basic Troubleshooting: RAM” on middle of the image, page 98. lets you reset your If you’ve attempted all the above BIOS (Basic but still don’t see anything on the Input/Output display, any number of your PC’s System) to its components may be causing your default settings. computer to fail to boot. Turn to the PC Components section of this issue to begin troubleshooting other possi- bilities, such as your PC’s ports (see “Basic Troubleshooting: Ports” on page 91), power supply (see “Basic and unlatch the card by sliding, problem, you may need to trou- Troubleshooting: Power Supplies” pushing, or pulling the latch that holds bleshoot your graphics card. Refer on page 93), or processor (see “Basic the card into the slot (usually found on to “Basic Troubleshooting: Graphics Troubleshooting: Processors” on AGP [Accelerated Graphics Port] and Cards” on page 82. page 96). PCI [Peripheral Component Intercon- Check other internal components. Clear the CMOS. The CMOS (com- nect] Express slots). You may need to Sometimes, components besides the plimentary metal-oxide semicon- bend a tab to free the card from the monitor and graphics card can cause ductor) keeps track of your computer’s slot. Gently ease the card out of the video problems. One common culprit internal clock and basic system set- slot. Now inspect the card for obvious is RAM. If the RAM modules in your tings. If the BIOS (Basic Input/Output problems, wipe away dust with a clean, system are improperly seated or have System) settings have been improperly dry cloth, and also wipe the slot on the failed, your display won’t initialize configured and your computer won’t motherboard. Reinsert the graphics and your computer will fail to boot. boot, then you may need to clear the card, making sure the metal contacts Shut down your computer, open the CMOS memory and restore your PC on the graphics card are aligned with case, touch a metal part of the case to to its factory default settings. the slot. Screw the bracket into place, dissipate static electricity, and unplug Don’t attempt to clear the CMOS slide the latch on the port (if applic- the computer. The RAM modules are unless you feel comfortable doing so. able), and reconnect the power con- commonly located to the right of the This procedure involves opening your nectors (if applicable). Connect the processor. To remove the modules, case, so exercise caution. Shut the video cable to the back of the card press the clips at either end of each computer down, open the case, dis- and replace the case cover. Restart module down. The module should charge static electricity as described the computer. pop out of the slot. Examine the above, and unplug the computer. If you have another graphics card, modules for visible damage, remove Next, locate the button battery that try installing it in the current graphics dust with a clean, dry cloth, and rein- powers the CMOS. This battery is like card’s place. If this doesn’t solve the sert them if they appear undamaged. a smooth nickel. Near this battery Make sure the modules you’ll find the CMOS jumper, which are oriented in the slot consists of three jumpers, or pins, on correctly (the slots are the motherboard. To clear the CMOS, keyed to prevent im- remove the jumper cap and move it proper orientation) and so that it caps the middle pin and the then press the modules pin that was previously exposed. Leave the cap here for approximately You might be able to access 10 seconds. Next, move the jumper Windows by highlighting the cap back to its original position. It’s Last Known Good very important that you return the Configuration (Your Most jumper cap to its original position, Recent Settings That Worked) otherwise the computer won’t boot. and pressing ENTER. Now that the CMOS has been cleared,

Reference Series / Fix Your Own PC 43 WHAT TO DO WHEN . . . You’re Having Video Problems

it may not have been the most up-to- date version available. Any time you upgrade hardware, it’s a good idea to download the latest driver from the manufacturer’s Web site (if you haven’t already done so) and save it to your Desktop. Top graphics card manufacturers Nvidia (www.nvidia.com) and ATI (ati.amd .com) make finding the right graphics card driver easy. From Nvidia’s site, click the Download Drivers link at the top of the page and follow the on- screen instructions for downloading the appropriate driver. From ATI’s site, click the Drivers & Software icon, click Find A Driver, and then click the appropriate options to download the latest driver for your video card. Next, uninstall the existing driver, as well as any related graphics config- When you see this pop-up, click No to launch System Restore from Safe Mode. uration software, using the Add Or Remove Programs utility. In WinXP, click Start and Control Panel and close the case, plug in the PC, and make sure the Restore My Computer then click (double-click in Classic restart. You may need to press a key To An Earlier Time radio button is View) Add Or Remove Programs. If while the computer boots to acknowl- enabled and click Next. Select a you’re using Win98/2000, click Start, edge that the settings have been reset Restore Point from the calendar Settings, Control Panel and then to the factory defaults. on the left, particularly one that double-click the Add Or Remove was saved prior to when you first Programs icon. Scan the Currently Windows Won’t Boot encountered the problem, and then Installed Programs list for the click Next. Click Next to restore graphics card’s manufacturer and Use the last known good configu- your computer. then click the Remove or Change ration. Sometimes, after installing a /Remove button on all items that graphics card driver, you’ll be unable Trouble With New Video Cards pertain to the graphics card. to boot into Windows. Restart your Restart the computer and double- computer and, as the computer boots, Reboot your computer. If you re- click the executable files for the new repeatedly press the F8 key until you cently installed a new video card and graphics card drivers you previously see the Windows Advanced Options driver, then your computer will rely downloaded. Follow the on-screen in- Menu. Use the arrow key to highlight on the generic VGA driver until you structions to install the driver and the Last Known Good Configuration reboot the system. To start using your restart the computer. option and then press ENTER. new card to its full potential, reboot Check the BIOS. Sometimes, im- Use a system restore point. Restart the system. proper BIOS settings can result in your computer and, as the computer Uninstall the current graphics a conflict between AGP and PCI boots, repeatedly press the F8 key card driver and install an updated graphics cards. To make sure your until you see the Windows Advanced driver. If you didn’t uninstall the BIOS is properly configured, restart Options Menu. Use the arrow key to previous driver, then your system your PC and immediately begin press- highlight the Safe Mode option and probably opted to use the generic ing the designated key that grants you then press ENTER. Log on to your VGA driver when it determined that access to the BIOS. This key varies computer as you normally would. the current graphics card wasn’t from system to system, so check your Before you see the Windows Desk- designed to run with the installed computer or motherboard manual for top, you’ll see the Windows Is Run- driver. Even if you installed the information about which key to press. ning In Safe Mode pop-up. Click No. graphics driver from the disc that ac- You may also see instructions for ac- In the System Restore dialog box, companied your new graphics card, cessing the BIOS appear on-screen as

44 www.smartcomputing.com / Fix Your Own PC WHAT TO DO WHEN . . . You’re Having Video Problems

vary greatly by PC, so con- The Desktop Doesn’t Look Right sult the documentation that came with your computer Adjust the display settings. If you or motherboard. can see your Windows Desktop when Once you’ve changed you boot the PC, then open the display the settings, press the Save properties and adjust the settings. And Exit key, typically F10. Right-click anywhere on the Desktop, If at any point you made a click Properties, and click the Settings change to the BIOS that tab. Here you’ll find the Display, you want to undo, you can Screen Resolution, and Color Quality reset the BIOS by pressing settings. If your computer is configured the designated Load De- to use multiple monitors, make sure faults key. The Save And you select the appropriate one from the Instructions for navigating and changing Exit and Load Defaults keys usually Display drop box. Adjust the Screen settings in the BIOS (Basic Input/Output appear on the main BIOS options Resolution and Color Quality settings System) typically appear at the bottom or on screen. For more information on to the highest settings that your mon- the right side of the screen. troubleshooting BIOS issues, refer to itor supports. You may need to consult “Basic Troubleshooting: BIOS” at the documentation or manufacturer’s the computer boots. Some common SmartComputing.com. Web site to determine these settings keys are DELETE, ESC, F1, or F2. If Roll back your driver. Sometimes, for your monitor. Click Apply and you’re required to press a function key, installing an updated graphics driver then click Yes if the Desktop looks sat- make sure you don’t have F-LOCK en- will actually cause more problems isfactory. If the icons and text appear abled on your keyboard. Press the key than it solves. Although this is a rare too small, move the Screen Resolution repeatedly until you enter the BIOS. occurrence, it may force you to use an slider to the left one increment, click Changing BIOS settings can cause older graphics driver until a fixed one Apply, and then click Yes if you pre- your computer to fail to boot, so exer- becomes available. To perform this fer the new setting. If not, click No, cise caution. If you’re using an AGP or step, you’ll need to be able to access and move the slider an additional PCI graphics card, make sure the BIOS your Windows Desktop. Click Start, increment. Continue this trial and is configured to initialize the display right-click My Computer, click error process until you find a setting with whichever type of card you use. Manage, click Device Manager from that works. Common resolutions sup- Some older PCs are set by default to the left pane of the Computer ported by most 17-inch or larger moni- recognize PCI graphics cards before Management window, and then click tors include 800 x 600, 1,024 x 768, and AGP graphics cards. Examine the the plus (+) symbol in front of Display 1,280 x 1,024. BIOS menus for an option that lets Adapters in the right pane. Right-click Occasionally, the Screen Resolutions you change this to the appropriate the graphics adapter, click Properties, on the Display Properties box don’t setting for your graphics card. click the Driver tab, and then click the match those supported by your mon- Individual menu and options names Roll Back Driver button. Click Yes to itor. If you choose a setting that isn’t continue on the Are You supported, and the monitor goes Sure You Would Like To blank, wait 14 seconds to allow the Roll Back To The Previous system to reset your monitor to the Driver window. If at one previous setting. Often the monitor time you installed an old- will display a message such as No er driver, the Roll Back Connection, No Input, or No Signal procedure will restore it as during this short interval. the main graphics adapter Typically, you’ll want to set the driver. If not, Roll Back Color Quality to the highest available will remove the current setting, which is usually Highest (32- driver and begin using the bit). Some software applications re- generic VGA driver. Click quire lower Color Quality settings, so if Close to complete the you see errors pertaining to Color process. Click OK in the Quality when running a given applica- Select a bolded date from the calendar on the System Properties dialog tion, adjust the setting accordingly. RS left and click Next to use a Restore Point to box and then close the Device Man- restore your computer. ager window. BY ANDREW LEIBMAN

Reference Series / Fix Your Own PC 45 WHAT TO DO WHEN . . .

When Silence Is Not Golden What To Do When . . . The most common audio frustra- tion seems to be not being able to get any audio at all. Unfortunately, there are many sources of this problem, from the embarrassingly obvious to You’re Having the most technically daunting. First, check your hardware: Make sure that you’ve correctly connected the speakers to the audio outputs of Audio Problems the computer and that you properly power up the entire set. Most external PC speakers require their own power s computers and notebooks and you can even track these issues source that you need to plug in and evolve into multimedia play- back into your computer’s most basic turn on. After power outages, for in- A back centers, reliable, quality operating code, the BIOS (Basic stance, when you turn your comput- sound becomes ever more important. Input/Output System). If your com- er back on, your speakers may not Alas, many problems with your com- puter’s audio doesn’t sound quite power back up unless you do so man- puter’s audio can arise at any mo- right or isn’t making any sounds at ually. Also, make sure that you turn ment. Audio troubles can originate all, try walking through these audio the speaker volume back up to au- from hardware and software sources, troubleshooting basics. dible levels. These may seem like painfully obvious solutions, but in our experiences we can trace back many “no sound” problems to the simplest oversights. Next, check to make sure that Win- dows recognizes your audio hardware. Click the Start menu, select Settings, and click Control Panel. In the Con- trol Panel window, double-click the System icon. In the System Properties window, click the Hardware tab and then under Device Manager, click the Device Manager button. This window shows an outline of your hardware and the software drivers that make them work properly with Windows. Double-click Sound, Video And Game Controllers to check to make sure none of your audio devices has a red X on it. If you see a red X, this means that your computer recognizes the audio hardware, but the drivers are not properly installed. In this case, you’ll need to reinstall your audio controller drivers. To do this, please see “Basic Troubleshooting: Audio Cards” on page 75. If all of the hardware is operating correctly and you still can’t hear any- thing, then you need to check the volume settings in Windows XP. First, open up (or a music player of your choice) and

46 www.smartcomputing.com / Fix Your Own PC WHAT TO DO WHEN . . . You’re Having Audio Problems

Click OK to see the full range of play- back channels available to you. Be sure to set the volume levels for all channels at about 70%. In some con- figurations you may have trouble recording from a microphone or us- ing a headset for voice chatting if the Line-In or Microphone channels are set to Mute. If they are, simply uncheck the Mute boxes in each of these channels and test the audio It all sounds like one output channel, but PC audio is made up of many audio channels recording again. where things can go wrong. The most effective way to set your audio input is through the well- hidden Sound Hardware Test Wizard start playing a song so you have a matches your speaker configuration in WinXP. First, connect your micro- constant audio stream for testing. and then click OK. phone or headset to your line-in or Click the Start menu, select Settings, microphone input on your PC. Go and then click Control Panel. In the Can You Hear Me Now? into the Sound And Audio Properties Control Panel window, double-click window and click the Voice tab. Sounds And Audio Devices. In the Getting a microphone to work Under Voice Recording, click the Sounds And Audio Devices Properties properly on a PC can be a daunting Test Hardware button, and Windows window under Device Volume, look task in itself. For starters, the micro- will start a wizard that helps trou- to see if there’s a check mark in the phone signal may be coming into bleshoot voice input channel prob- Mute box; if there is, click the box to your PC across one of several chan- lems and then sets the right levels for uncheck it. In this same area, move nels. To ensure that all of them are acceptable playback. the Device Volume setting to High. open, go back into the Sound And If this doesn’t work, then click the Audio Devices Properties menu via Isn’t This Supposed To Be A CD Player? Advanced button in this area. In the the Control Panel (see directions Play Control window, you’ll see dif- above). Click the Volume tab and the Yes, your PC is supposed to play ferent sliders that control the various Advanced button in the Device CDs at least as well as most dedi- channels of your audio. The Play Volume area. In the Play Control cated CD players, but it doesn’t al- Control slider (far left) is for overall window, click the Options menu and ways work out that way. If you want output level, but other sliders regulate make sure Advanced Controls has your music CDs to start right away the output for specific audio types. a check mark next to it so that you and use the media player software of Most of your Windows sound effects can see all of the available channels. your choice, then double-click the and media playback come through With the same Options menu open, My Computer icon on your Desk- the Wave channel, and some CDs click Properties. In the Properties top. Right-click your optical disc play through the CD Player channel. window under Adjust Volume For, drive and select Properties from the Make sure there are not check marks select Recording. Under Show The in these channels’ Mute boxes and set Following Volume Controls, put the sliders to about 70% (a line or check marks in all of the available two away from the top). boxes and click OK. You should now If this doesn’t work, you will have see all of the possible recording chan- to make sure that the PC knows you nels from your hardware. It’s most have speakers connected. In the likely that the microphone or head- Sounds And Audio Devices Properties set is using the Microphone or Line- window, click the Advanced button In channel, so make sure the volume in the Speaker Settings box. In the levels on each of these is at 70%. Speaker tab, if the Speaker Setup field Again, in the Play Control Window says No Speakers, then your PC may click Options, Properties, and this not be driving any sound to the time select Playback and place check Windows includes a Sound Hardware output channels. Click the drop- marks in all of the boxes under Show Test Wizard that helps you pinpoint down arrow to select the setup that The Following Volume Controls. recording problems.

Reference Series / Fix Your Own PC 47 WHAT TO DO WHEN . . . You’re Having Audio Problems

drop-down menu. In the drive’s (Click Start and select Programs from window, click the tab and the menu). If your audio functions the drop-down menu arrow to choose come straight from your mother- Music CD. Under Actions, click the board, then you may be looking for Select An Action To Perform radio control software from Realtek, button. The list below will show you Nvidia, ESS, C-Media, AD Sound- all the possible actions Windows can MAX, or Via/IC Ensemble, to name perform whenever you put in a CD. some of the most likely providers. Highlight your choice and click OK to activate it. Weird Noises In The Attic If your CD is already playing but you don’t hear any sound, then open The source of audio distortion can the Sounds And Audio Device Prop- be just as elusive as “no sound” prob- erties window from the Control Pan- lems. Again, the first response is to el. Click the Advanced button under check the hardware. If your audio Device Volume and check to make comes through an add-in card, you sure that CD Player volume slider may be suffering interference from the is set to 70% and that the Mute box You can automate Windows XP to play many radio-emitting parts within a does not have a check in it. your CDs with any player installed on computer. For instance, if you hear Another final fix to try on an older your computer. chirping or buzzing when your hard computer is to see if the CD drive drive is active, then your audio card itself has a volume knob below the cases, MP3 music and basic sound ef- may be picking up “noise” inside the disc tray. If it does, turn the volume fects will only play back in stereo (two computer case. One common cure is to up to just below maximum and see speakers) unless you’ve specifically in- move the audio card into the slot fur- if that brings your CD sound back. structed your audio hardware to “ex- thest from the hard drive and from any pand” all audio to your full four- or network interface card. Before moving I Have 5.1 Speakers & 2.1 Sound five-speaker set. To expand all audio, the card, uninstall the audio drivers you must find your audio hardware’s so you can reinstall them fresh after Just because you have a fancy sur- control software. (Please see “Basic moving the audio card. (Please see round sound speaker kit doesn’t mean Troubleshooting: Audio Cards” on “Basic Troubleshooting: Audio Cards” that your Windows computer knows page 75 for more information.) on page 75 on how to do this.) how to use all six channels. Very often, software upgrades and audio The Twisted Chain Of Audio Settings No Fun settings from other programs will reset your audio output for standard In many PCs, two sources con- Some of the most vexing audio two- or three-speaker arrangements trol your audio input/output: WinXP problems arise when playing computer even if you have full surround sound. and software associated with an games, DVD movies, or MP3 audio If you aren’t getting audio from all audio add-on card or the built-in files. Audio and video often inter- of the speakers attached to your com- audio chipset for your motherboard. act with one another, and each can puter, then go into the Sound And This can make the process of trou- undermine the other’s performance. Audio Devices Properties window bleshooting audio problems frus- Entertainment software that uses 3D (see above for directions). Click the trating because your settings may be graphics or 5.1 audio tends to push Volume tab and the Advanced but- proper in the WinXP control boxes, your system to its limits and expose ton under Speaker Settings. In the yet the audio hardware’s drivers and underlying weaknesses that can affect Speakers tab, under Speaker Setup, software may be overriding the system sound quality. For instance, video per- click the drop-down menu to select settings. Most of the tips in this ar- formance in 3D games can affect the the appropriate speaker setup. Sur- ticle deal with WinXP settings be- audio, and you may get audio pauses or round sound games and DVDs will cause the software for your audio “hiccups” in the audio tracks during only take advantage of all of your hardware is particular to that hard- gameplay. In this case, your first line of speakers if the basic speaker setup is ware. As a general rule, however, you defense is to address the video. Try to correct in this window. should locate that software. If it is update the drivers for your graphics Keep in mind that only some audio an add-in card, one of the most like- card because the card processes the im- sources will take advantage of all six ly manufacturers is Creative Labs, ages and sends that information across speakers in a 5.1 audio setup. In many so look for that listing in Programs the motherboard, which can impact

48 www.smartcomputing.com / Fix Your Own PC WHAT TO DO WHEN . . . You’re Having Audio Problems

Audio Properties window via the Con- trol Panel. Click the Volume tab and the Advanced button under Device Volume. In the Play Control window, set all of the volume sliders to 70% or 80% and leave them there. Setting your computer’s output volume to the max tends to overdrive the onboard amplifier, which generally isn’t as effi- cient as the amplifier in your external speakers. From now on, if you rely on Got hissing or buzzing? The most likely culprit on many PCs is the Line-In channel on your your speakers to control volume, you audio card. should get a cleaner sound. If the hissing or buzzing persists, the audio track, as well. Of course, up- one notch below the Full setting. then you are probably experiencing date your sound card or audio chipset This disables some of the most ad- interference from one of the multi- drivers, too. (Please see “Basic Trouble- vanced audio features and may pro- ple audio channels going into and shooting: Graphics Cards” on page 82 duce cleaner multimedia sound. Click out of the computer. The Line-In for more information.) OK to activate the setting. channel is the most likely suspect Audio “burps” may also come from In games or other multimedia such when it comes to a constant hissing. a setting buried deep within your as DVD and MP3 playback, audio In the same Play Control window as Sound And Audio Devices Proper- burps can also come from a badly above, click the Mute box under the ties window. Access those controls fragmented hard drive. Over time, Line-In column to block any audio through the Control Panel (see pre- pieces of saved files are stored in input coming from that channel. Of vious directions) and click the Audio different places on your hard drive, course, if you use that audio input for Tab. Under Sound Playback, click the which makes your computer strain a microphone or some other external Advanced button. The Advanced harder when accessing data and inter- audio input, then you will need to Audio Properties window controls the rupts the audio flow. If your audio un-Mute the channel whenever you quality and range of audio features problems occur when you can see the need to use the external device. Windows uses. If you’re experiencing hard drive access light flicker on your The other culprit may be your persistent audio distortion in games PC or hear the drive loading data, Microphone channel. Again, in the or even in music, click the Perfor- then you may need to defragment the Play Control window, look for the mance tab in this window and move drive. Double-click My Computer, Microphone channel. If it doesn’t show the Hardware Acceleration slider to right-click the drive letter where your up, click the Options menu and select computer stores Windows (usually the Properties from the drop-down menu. C: drive), and select Properties from Under Show The Following Volume the drop-down menu. Click the Tools Controls, place a check mark in the tab and under Defragmentation, click Microphone box and click OK. You the Defragment Now button. The should now see the Microphone box. process could take up to an hour or Place a check mark in its Mute box more to complete, but it creates a to silence any background noise that cleaner pathway for your data, in- may be coming from that channel. In cluding audio files. fact, you can keep your audio clean by muting any input or output channel Hiss that you don’t need. In the end, if you’re having computer The interior of a computer can pro- audio problems, the general rule is don’t duce electrical “noise” that results in set anything to the max. Also, be sure to background hissing through your always check for obvious solutions to speakers or headphones. The first cure your problems (be sure speaker cables are Pulling back on the Hardware Acceleration is letting your speaker system do the connected correctly) and then move on slider can disable some of the most advanced amplification rather than your audio to the less obvious. RS audio features in your sound chipset but also card or motherboard. As in the exam- eliminate conflicts and distortion. ples above, go into the Sounds And BY STEVE SMITH

Reference Series / Fix Your Own PC 49 WHAT TO DO WHEN . . .

One final note about system require- What To Do When . . . ments: Manufacturers will often list minimum system requirements as well as recommended ones. Though the software may work with the minimum requirements, it’s probably a good idea You Can’t Install to make sure that your system has the recommended ones because the pro- grams you install will generally run a lot smoother and crash less if your Something system doesn’t have to use every bit of its resources just to load them. t all seemed like such a good idea Do You Have Permission? I at the time. You picked up the newest, Another common problem users coolest video-editing run into when installing new soft- suite this afternoon and ware, especially on newer machines, spent the whole drive stems heavily from something called home thinking of how user permissions. Machines running your video creations Windows NT/2000/XP are all config- were going to put ured with an Administrator login, Martin Scorsese to which is usually included so that shame. However, normal users can’t access certain parts every time you of the computer. You’ll know you tried to install the have a problem with user permissions software, your when your error message includes the computer coughed up some new and System heading, you’ll find your cur- words “Please contact your system exotic error that gave you no idea as to rent operating system, as well as the administrator.” what the actual problem was. While Service Pack that’s currently installed. Of course, you probably don’t have the causes of install errors are many In the lower-right quadrant of this a system administrator. You’re prob- and varied, we’ve got you covered with window, you’ll find information on ably running the computer at home, some of the most common ones—and your processor speed and available not at an office. So why is your com- how to go about fixing them. memory. Take note of all of this infor- puter asking you to contact someone mation; if your system’s specifications who probably doesn’t exist? Insufficient Resources don’t match or exceed the require- ments listed by the manufacturer, then There’s one error that you may be the software won’t properly function able to circumvent before even buying on your computer. the software. Too often, you can trace Some software packages will also installation problems back to insuffi- have specific requirements for your cient system resources. Most software video card, as well. While still in the manufacturers list the system require- System Properties window, you can ments for their products right on the check these by clicking the Hardware software packaging itself, but that tab and then clicking the Device helpful information really means Manager button. To see what kind of nothing if you don’t know what video card your system has, click the you’re looking at or what resources plus (+) symbol next to the Display your system has. Adapters icon. (You can also find this Let’s take a look at your system’s re- information by double-clicking the sources. In Windows XP, simply click Display icon in the Control Panel and Start, then Control Panel, then double- then clicking the Settings tab; the video click System. In the window that pops card should be listed under the You can find a wealth of information on your up, click the System tab. Under the Display: heading about halfway down.) system in the System Properties window.

50 www.smartcomputing.com / Fix Your Own PC WHAT TO DO WHEN . . . You Can’t Install Something

You can will give you a fresh error that’s re- sidestep a large lated to installation. number of The problem here is that many installation types of software cannot install prop- headaches if erly if there is an older version of the you make sure same software already present on the to log in as an computer. Though this error can be Administrator frustrating, it’s fortunately rather easy before you try to fix. Click Start, then Settings, then adding any new Control Panel. Double-click the Add software to or Remove Programs icon. When you see this little exclamation point, your system. A list of the software that is cur- you know you’ve got a device conflict, which rently installed on the machine also means you’ve got a bit of work headed User privileges are sometimes tricky should appear. Scroll down through your way. to negotiate, but the first step is to the list until you find a match for the make sure that you’re logged into software you’re trying to install (for your machine meets or exceeds the your computer under the machine’s example, if you’re trying to install the manufacturer’s requirements for the Administrator account. To do this, newest Adobe Flash Player, check the new part to operate. click the Start button in the lower list for any mention of that name). If your system requirements are in left-hand corner of the screen and When you do find a match, click the order, make sure that your machine then click Log Off USERNAME. When software name and then click the has the correct drivers installed to the system comes back up, choose the Change/Remove button. run the new piece of hardware. Administrator profile and then type Your computer will uninstall the These will usually come in the box in your password, which should have old version of the software. Some- with the new hardware, most often been set up at the time Windows times, Windows will require you to on a CD. Run this CD to install the was installed or set up on the com- restart your computer to complete the proper set of drivers for the new puter. After you’ve logged in as an process. Once the computer is fin- hardware. Also, the hardware manu- Administrator, try to install the pro- ished rebooting, log in as an Admin- facturer’s Web site may also have gram again. You shouldn’t see any istrator and then try installing the the driver for the hardware available more error messages asking you to software again. for download. contact anyone. Now that the drivers are installed If It Isn’t The Software in your well-above-specs system, Old News everything should work as advertised. So far, we’ve mainly covered soft- If it doesn’t, however, you may want Installation problems don’t always ware installation problems, but an- to check for a device conflict. This crop up while you’re installing that other set of errors can cause just as error occurs when more than one de- brand-spankin’ new piece of software. much frustration for the average home vice is trying to use the same resource Every once in a while, a program user. Instead of purchasing the newest, or set of resources on your computer. you’ve used with delight for years coolest video-editing suite, you’ve in- To see if this is the case, open the stead just purchased some new hard- Device Manager as described above ware, in the form of a DVD-R drive for and then check the list for any piece your machine. You followed the in- of hardware that registers a device struction sheet to the letter, but when conflict (there will usually be a red ex- you turn your computer on, the new clamation mark in a yellow circle next component still won’t work. What to the names of such devices). Check gives? There are many reasons why a with the hardware manufacturer newly installed piece of hardware on how to resolve these errors, or might not work, but we’ll cover three check the “How To Install . . . Just of them in general here. About Anything” section of Smart- The first reason should look rather Computing.com’s Tech Support familiar, as it’s also a common cause Center at www.smartcomputing Some programs require that you remove any of software installation problems: .com/techsupport. RS old versions of the software before upgrading system requirements. Check in the to a new one. hardware’s packaging, and make sure BY SHAWN KUPFER

Reference Series / Fix Your Own PC 51 WHAT TO DO WHEN . . .

What To Do When . . . You Can’t Delete Something

eleting something is usually example, if you delete a file stored in a closed (you exited the application), but it one of the easiest computing thumb drive, there won’t be any Recycle is still running in the background. D tasks to accomplish. So much Bin to bail you out if you change your For example, some applications don’t so that OS (operating system) devel- mind. Ditto for network drives, which close all the way when you exit but con- opers such as Microsoft (www.micro usually don’t have a Recycle Bin either; tinue to run in the background. These soft.com) have added safeguards to usually, a file stored in a network drive apps may appear as a small icon on your their products to make sure trigger- is immediately deleted. But, since net- System Tray (the area in Windows on happy users think twice before deleting work drives are frequently backed up by the lower-right portion of the screen the wrong file and doing irreparable businesses, there may be a copy of the where you may see a number of small harm to their data or systems. file that you can retrieve from backup icons). If you suspect this is the problem, But there are times when the simple media if you accidentally delete some- simply locate the application’s icon in act of deleting something can go awry. thing you needed after all. the System Tray and close the applica- The causes are many, from the simple to tion. For most programs, right-clicking the exotic, but they all have one thing in Try, Try Again the System Tray icon will launch a small common: They can be extremely vexing menu that contains an Exit or Close and frustrating when you just want to, You try to delete a file, but you receive command. Click the appropriate com- well, throw out the digital trash. a warning telling you the file can’t be mand and then delete the file. deleted. When this occurs, the first step If the application using the file you Working Status is to determine whether the file is in use want to delete is closed, there is no by a program. For example, if you at- System Tray icon, and you still can’t Deleting a file is usually quite simple. tempt to delete a file that is open in delete the file, you may be grappling The application that you’re working in Microsoft Word, switch to Word and with a poorly programmed app that re- may provide you with a warning before then close the file within Word. Once fuses to release a file even after you exit you delete a file, asking you to confirm you close the file in Word, you should the application in the normal way. that you indeed want to delete the file be able to delete it with no problem. To close this type of stubborn pro- before proceeding. Once confirmation In most cases, Windows XP tells you gram, press CTRL-ALT-DELETE to is given, that’s all it takes. the application that is using the file in launch the Windows Task Manager. Windows versions since Windows 95 question, so it’s pretty simple to close the Click the Processes tab and look through all feature the Recycle Bin, the trash can file and then delete it. You can also get a the list of programs and processes run- icon on your Desktop that temporarily clue as to the application that is using ning in your system. Unfortunately, the stores deleted files. The Recycle Bin is the file by the file’s icon or the extension. contents of this list are usually program there in case you have second thoughts For example, if a file extension is .PDF names ending in .EXE or file names and decide you need a deleted file after (Portable Document Format), you know ending in .DLL, so things may appear a all and is just an area on your hard disk this is an Adobe Acrobat (www.adobe bit cryptic. Usually, the name of the pro- set aside to temporarily hold files marked .com) file that is viewed using Adobe gram executable file for an application for deletion. Files stored in the Recycle Acrobat or Adobe Acrobat Reader. matches the name of the application: For Bin may last for a while, depending on Sometimes, even closing an applica- example, Excel’s program executable file the size of the Bin. (By default, Win- tion using a file isn’t enough. This can is Excel.exe. Scan the list, find your ap- dows makes the Recycle Bin 10% of happen because an application does not plication’s executable file, and click the whatever the hard disk capacity is.) play nice and refuses to let go of the file End Process button to close it. But be aware that the Recycle Bin even though the application is closed. In If the name of the application’s pro- doesn’t exist in certain situations. For some cases, an application may appear gram executable file is not obvious,

52 www.smartcomputing.com / Fix Your Own PC WHAT TO DO WHEN . . . You Can’t Delete Something

Video File Issues editing the Registry.) To do this, click Start and Run and then type regedit in It is possible that you may receive an the text box. With Registry Editor Access Denied or Windows Can’t open, locate the following key: Delete The File Because It’s In Use HKEY_CLASSES_ROOT\System error message while trying to delete a FileAssociations\.avi\shellex\Property file ending in the .AVI (Audio Video Handler\{87D62D94-71B3-4b9a- Interleave) file extension. This problem 9489-5FE6850DC73E}. can occur because WinXP creates Click the key in the right-hand pane thumbnails for video files (such as AVI of the Registry Editor to highlight it, files) that show the first frame of the right-click the key, and select Delete video. This makes it easy for users to from the context menu. You’ll give up see what video content a file contains the thumbnail previews of video files The Processes tab in the Windows Task Manager without having to open it. feature, but you’ll now be able to delete window shows a list of all processes currently To provide this functionality, the offending AVI file. running in your system. In some cases, this may WinXP uses a file called the Shell be the only way to close an application that Media Extension (Shmedia.dll). This For Your Own Protection refuses to release a file you want to delete. feature usually works perfectly, but whenever a video file is corrupted or You keep deleting a file in one of browse to the program folder that con- not playing nice with Shmedia.dll, the your Windows system folders, but tains the application’s program files. To system “locks” the file and doesn’t re- whenever you open the folder that con- do this, double-click My Computer, lease it, even after you reboot. tained the file, the file is there again. Local Disk (C:), and the Program Files To solve this problem, you can do What’s going on? folder. Scroll through the list of folders one of two things. First, you can open To prevent users from accidentally until you locate the folder containing the up a command line by clicking Start destroying their Windows installations, program in question and then double- and Run and typing cmd in the text Win2000/XP contains a feature— click it to open it. Look for file names box. At the command prompt, type which is enabled by default—called ending with .EXE; one of those will be CD drive where file is stored:\folder . (The feature the app’s main program executable, where file is stored and press ENTER. is called System File Protection in which you can then close using the For example, if the file is kept in a WinMe.) If you delete a file that Windows Task Manager’s Processes tab. folder called Video in your C: drive, Windows deems important, that file is If all else fails, the inability to delete a type CD C:\Video to open the folder. automatically restored to its proper lo- file may be an indicator of Type dir at the command prompt to cation from a cache of critical files that corruption. This means the area of the see the list of files contained in the Windows keeps on your hard drive. hard drive where the file is stored is cor- folder and then type DEL file name If you’re trying to delete a file lo- rupted. This could be due to a software (where file name is the name of the file cated in any of the Windows system or hardware issue. For example, if an you want to delete) to delete the file. folders, chances are you won’t be able area of your hard drive is physically dam- If the name of the folder is greater to do it unless you disable Windows aged, strange behavior can occur. than six characters, you must shorten File Protection. And disabling Win- To have Windows find and correct it by entering ~1 after the first six dows File Protection, while straightfor- file system errors, click Start, All Pro- characters. For example, if the name of ward, requires some editing of a DLL grams, Accessories, System Tools, and the folder you are trying to get to is file using a hex editor. Disk Defragmenter. Click the Analyze called Program Files, to open the Unless you have a really good reason button in the Disk Defragmenter folder from a command prompt you to do this, you’re better off leaving window. Windows will look for file must type CD C:\progra~1 to open Windows File Protection alone. It’s there system errors and correct anything it the folder. That’s because the com- for your protection. Only technically finds, if possible. Now try to delete. mand prompt environment can’t savvy users who are very experienced at If you still can’t delete the file after handle long file names. tweaking and customizing their systems trying this software fix, there may be se- The second approach requires modi- should attempt to remove Windows File rious errors with your hard disk signaling fying your . (NOTE: Protection and delete files stored in the an impending hard drive failure. And Making changes to the system using the Windows system folders. RS that is a real problem requiring swift ac- Registry Editor may cause errors that tion. Back up your important files and render the operating system unstable. You BY SIXTO ORTIZ replace the hard disk as soon as possible. should always create a backup before

Reference Series / Fix Your Own PC 53 WHAT TO DO WHEN . . .

Search For Your Files What To Do When . . . Often, just searching for a file can tell you if you really deleted it or acci- dentally saved it to another location. First, check the list of recently ac- cessed programs and files Windows You Accidentally XP keeps at the left of the Start menu. Windows programs such as Word and Excel also keep a list of recently opened files specific to that program Delete Something on the File menu. Clicking the File menu in Word, for example, shows easier to execute but po- you four recently accessed Word doc- tentially as effective. First, uments and their locations. though, it will help to Another option is Windows’ Search know what you’re dealing tool (click Start, Search). In the with when you lose data, Search Results dialogue box under the accidentally or otherwise. Search Companion pane are options to search for Pictures, Music, Or Where Deleted Files Go Video; Documents (Word Processing, Spreadsheet, Etc.); All Files And Many users assume once Folders; and Computers And People. a letter, photo, song, or Try clicking All Files And Folders and other file is deleted that it’s entering appropriate text in the All Or gone for good, but this Part Of The File Name and A Word isn’t the case. Deleting a Or Phrase In The File text fields. file essentially only erases Next, click My Computer from the the bookmark that Win- Look In drop-down menu and click dows uses to retrieve the Search. Your results will display to the t some point in your com- file. What deleting a file really tells right. If Search doesn’t find what puting life, you will lose data, Windows is that you no longer wish to you’re after, try using a wildcard (*) A whether it’s due to something reserve hard drive space for the file. character and the document’s file ex- as serious as a system crash or some- Thus, the file remains on your drive tension, such as *.doc or *.xls. Search thing less drastic but equally as frus- until Windows writes over it with new also has such advanced search options trating, such as accidentally deleting a data. Until then, there’s a chance of re- as Search Hidden Files And Folders file. While the sting of losing a cov- trieving your accidentally deleted data. and searching by file size, last modi- eted photo, spreadsheet, or audio file Initially, the best thing you can do fied date, and other criteria. definitely smarts, it may ease your is actually nothing, as any new data pain knowing there’s a good chance you save to your hard drive could Check The Recycle Bin of getting your data back if you act write over the file you want to re- quickly and logically. trieve. Also, running a disk defrag- If Search proves fruitless, check For this article we’re assuming menter could wreak havoc on your that Windows isn’t holding the file in you’ve accidentally deleted or mis- deleted file. If you’ve scheduled the Recycle Bin (double-click the placed a file, folder, icon, or similar Windows’ Disk Defragmenter to run Recycle Bin Desktop icon). Most files data and a backup copy isn’t available. automatically, disable the option you manually delete remain in the Data lost to such problems as malfunc- (click Start, Programs, Accessories, Recycle Bin, taking up hard drive tioning hardware/software or Win- System Tools, Scheduled Tasks) until space until you empty the bin (click dows-related errors often require more you retrieve the data. Ultimately, get- File and Empty Recycle Bin). By de- time-consuming and complicated ting your file back may mean using an fault, the Recycle Bin uses 10% of solutions—uninstalling/reinstalling undelete program. At worst, a data re- your hard drive’s capacity (change Windows, using Windows’ Repair or covery service can retrieve data from this by right-clicking Recycle Bin, Recovery Console utilities, replacing a even a presumed dead hard drive, but clicking Properties, and adjusting the hard drive, and more—than those typically at a stiff price (more on these Maximum Size Of Recycle Bin slider.) we’ll discuss here, which are generally options later). When the capacity is full, Windows

54 www.smartcomputing.com / Fix Your Own PC WHAT TO DO WHEN . . . You Accidentally Delete Something drops off older files as new ones are Stompsoft’s Recover Lost Data added. If you have a large-capacity ($39.99; www.stompsoft.com). Well- hard drive, your files can remain in known manufacturers such as the bin for a long time. If your file is Symantec (Norton SystemWorks in the Recycle Bin, highlight it, click Standard, $69.95; Save & Restore, File, and click Restore to retrieve it. $49.99; Norton Ghost 10, $69.99; www .symantec.com) and McAfee (Internet Use System Restore Security Suite, $49.99; www.mc af ee.com) also offer recovery tools. System Restore is Windows’ utility that can roll your system’s settings Use A Data Recovery Service back to a previous date, or Restore Point. System Restore doesn’t alter Depending on how valuable your files you’ve recently created, such as lost data is, a data recovery service is an email and Word docs. Using a Restore To make certain you really accidentally excellent option. The bad news is that Point will remove any Windows up- deleted a file and didn’t actually save it to such services are typically time-con- dates or program-specific upgrades another location, use Windows’ Search tool to suming and expensive, ranging from (particularly virus and spyware defini- (hopefully) find the file. hundreds to thousands of dollars. tions) you installed after the Restore Typically, after evaluating the drive, the Point’s date. You’ll need to reinstall consider one that you can download service will provide a cost estimate for these after the restoration. To use to and run from a removable storage, getting your data back. Further, you System Restore, click Start, Programs, such as a CD/DVD, floppy diskette, or may get multiple estimates based on Accessories, System Tools, System USB keydrive, as, again, installing an different factors that may influence the Restore, and follow the steps given. app to your hard drive could write ability to get back your data, such as if over the files you want to retrieve. the hard drive is physically damaged. Use Undelete Software Additionally, although programs Before choosing a service, ask what differ in how they search for retriev- data you can expect it to retrieve, in- If your file is still missing, it’s time able data, most offer quick and deep- cluding the specific data you want to consider using an undelete pro- scanning options and filters for back. Check if the company performs gram, which will scan your hard drive searches and viewing results. This last retrievals in its offices, onsite, or offers for data that’s still active but that point is important, as typically a pro- software you can operate yourself at Windows doesn’t recognize. Note, gram will return hundreds to thou- home. Most importantly, make certain however, that an undelete program sands of files that may date back years. the company adequately answers all may only retrieve portions of a file Finally, look for an app that rates the privacy-related questions, as the ser- due to several reasons, including how chances of retrieving files, such as PC vice will have access to all the data on Windows stores data. Rather than Tool’s File Recover does using Poor your hard drive, including personal in- save a file in one location on a hard (partially recoverable) or Excellent formation. Two data recovery services drive, Windows chops the file into (fully recoverable) qualifiers. include DriveSavers (www.drivesav smaller chunks, or clusters, that it fits For this article we used various ers.com) and Ontrack Data Recovery into spaces on the drive as they be- demo, free trial, and final versions of (www.ontrack.com/services). come available. These spaces usually PC Tools’ File Recover ($29.95; www Overall, some preparation is often aren’t next to one another, and as new .pctools.com), WinRecovery Soft- the best solution for getting acciden- data is saved to a drive, it can write ware’s WinUndelete ($49.95; www.win tally deleted data back. This means over various portions of the file. undelete.com), OfficeRecovery’s Free routinely backing up important files Although undelete programs range Undelete (free; www.officerecovery and having an undelete program on in price and difficulty of use, most can .com), Executive Software’s Undelete hand so you can immediately search also scan removable storage devices 5.0 Home ($29.95; www.executive for the file after you realize it’s gone. and include a search tool and helpful .com), and R-tools Technology’s R- Additionally, many Windows pro- filters for narrowing down searches. Undelete ($54.99; www.r-undelete grams have auto-save and backup fea- Many free undelete apps are available, .com). Other apps include Que- tures, such as Word’s Always Create but most will only display the files Tek Consulting’s File Scavenger 3 Backup Copy setting (Click Tools and they can retrieve until you pay the ($49; www.quetek.com), Active@Data Options and click the Save tab). RS program’s full version to retrieve Recovery’s Active@File Recovery them. When looking at undelete apps, ($29.95; www.file-recovery.net), and BY BLAINE A. FLAMIG

Reference Series / Fix Your Own PC 55 WHAT TO DO WHEN . . .

What To Do When . . . Your PC Starts Slowly First, take a deep breath, open up the computer (assuming it isn’t a laptop), and turn it on. Check that all the fans are spinning. Some fans are temperature-sensitive and won’t speed up (or even start spinning) until things are warm, so consider leaving it run- ning this way for a little while. Make a note of any fans that seem dead; have a professional replace them or, if you know what you’re doing, replace them yourself. Next, turn the PC off and take a good look at the CPU’s heatsink. (You may have to remove a plastic shroud that surrounds the CPU.) If it’s cov- Cs that boot even the most ered with dust and grime, clean it with slowly are among thorough, intricate soft- a can of compressed air (readily avail- P the most common ware cleaning job. And if you able at most electronics stores) or a complaints users have, but there’s notice your boot process suddenly small brush. This ensures the CPU is slow and then there’s slow. A com- taking longer after recently adding new cooling itself properly, because most puter that needs a minute between hardware or software, you may have modern CPUs throttle back to a lower pressing the power button and let- already determind the root of your clock speed if they’re overheating. And ting you start a program is perfectly startup problem. a lower clock speed can contribute to normal, even if those 60 seconds may Finally, although there may indeed a slower boot process. feel like an eternity. A computer that be a smoking gun—a large, single A marginally working CPU, hard takes a little longer may be suffering problem causing the delay—long drive, or memory module can also from a minor problem (or might just boots are frequently a result of many slow the boot process down, espe- be an older machine), but a com- small delays and inefficiencies added cially when the failing component puter that takes four or five minutes together. Booting a computer requires still “sort of works.” For example, a (or more!) to get rolling is almost dozens of sequential steps, so it’s cer- failing hard drive might finally work certainly suffering from one or more tainly possible to save 60 seconds by after 10 attempts at reading from it, problems that need your attention. eliminating 10 six-second delays. and Windows may retry using that Most slow-boot problems have to failing hard drive many times before do with software; specifically, there’s Basic Hardware Checks giving up. too much software running automati- Fortunately, we recommend a free cally when Windows boots, but this It isn’t uncommon for a computer bootable CD called the Ultimate Boot shouldn’t be the first thing you at- to slow as one or more of its compo- CD, which you can download from tempt to tackle. You should check nents starts to fail, and a slow boot may www.ultimatebootcd.com. It has hardware problems first. Follow that just be the only noticeable symptom. dozens of generic tests for your CPU by checking for spyware and viruses, Fortunately, performing tests and and memory and includes all the because these issues can undermine checking the obvious is fairly easy. major hard drive manufacturers’

56 www.smartcomputing.com / Fix Your Own PC WHAT TO DO WHEN . . . Your PC Starts Slowly

Lavasoft’s Ad-Aware SE, exactly what you’re changing. And if often your first line of your system only uses SATA (Serial defense against spyware, Advanced Technology Attachment) can purge malware drives, then set all the IDE positions that’s plaguing your to None. startup. Finally, if you never boot from a floppy diskette drive, CD/DVD ROM alter the tasks it per- drive, USB device, or network con- forms by accessing nection, set the hard drive as your your system’s BIOS first boot device. This prevents your setup. Immediately PC from checking for bootable media after you turn on elsewhere every time. your computer, take a close look at the Clearing Bad Parasitic Software screen for a message such as “Press F2 To After you’ve eliminated any hard- Access BIOS Setup” ware issues and streamlined your or similar language BIOS, it’s time to deal with the bad and press that key. software: viruses and spyware. If your hardware tests. And because it’s a Your PC’s/motherboard’s users man- computer boots slowly but works rea- bootable CD, you don’t need to load ual should also identify the appro- sonably well once it completely boots, Windows (and, after all, loading priate keystroke. With luck, it may any malware that’s snuck into your Windows is really the problem in the even describe some BIOS options. system is probably a minor infesta- first place) to run the disc’s tests. You If your goal is to eliminate as many tion, which means it’s probably one can run through all the CPU tests in small delays as possible, then there are you can clear with automated tools. a few minutes, but let one of the a few changes you can make to your If you have antivirus software in- memory checkers run overnight. The BIOS. First, look for an option called stalled, it’s time to update your defini- hard drive tests will only need a few Quick Boot and enable it; this elimi- tions and run a full scan. And if your minutes to do a quick check, but if nates some of the system tests during commercial antivirus subscription (for you can spare another night, opt for the boot. This feature’s name may vary example, Norton AntiVirus) has ex- running a deep test for better results. on a different BIOS, but you should pired, either renew your subscription If your hardware checks out, you generally enable any option that ap- or uninstall what you have and install a can move on. pears to accelerate your boot speed. free antivirus product, such as AVG Next, move to the Hard Drive Anti-Virus Free (free.grisoft.com) BIOS Tweaks Detection (sometimes called IDE or AOL’s Active Virus Shield (www Detection) screens, and switch the .activevirusshield.com). Because When you fire up your PC, its BIOS IDE (Integrated Drive Electronics) viruses evolve rapidly, it’s critically im- (Basic Input/Output System) leaps positions you know to be empty from portant to use an antivirus product into action, initializing hardware, Auto to None—in other words, if you with current definitions. Don’t bother testing RAM and other hardware, and don’t have a Primary Slave IDE drive, with out-of-date antivirus software. looking for a bootable device. You can set Primary Slave to None. You can Spyware can also bog down your identify an IDE drive by boot, so you should clear that, too. the flat, wide cable that Like antivirus software, antispyware connects the drive to the products need current definitions to motherboard, but when do an effective job, so update what you you start making changes have before running a full system scan. to your BIOS, always be If you don’t have any antispyware certain you understand tools and don’t think you have a se- rious spyware problem, then try a Although the BIOS (Basic couple of free programs to be safe. Input/Output System) is Most of the free scanners don’t have unfamiliar territory, making always-on components, and different a few changes could speed scanners tend to focus on different up your system. types of threats; you can usually install

Reference Series / Fix Your Own PC 57 WHAT TO DO WHEN . . . Your PC Starts Slowly

Msconfig will help you prevent case, P17Helper is an ASIO (audio infrequently used applications from stream input output) driver for a starting alongside Windows. Sound Blaster card, which allows for high-speed digital audio recording. If the ZIP file you download and you never record digital audio, you double-click Autoruns.exe to should consider disabling it. Many run it. Like Msconfig, each Web sites that identify startup pro- checked entry is set to run au- grams also state if you can safely dis- tomatically at startup, and able the programs. unchecking a program disables Deciding what to disable can be it at startup. (You’ll still be able tricky if you can’t find guidance on- a few and let them scan without wor- to use program but will have to manu- line, but there are useful guidelines the rying that one program will interfere ally start it each time.) AutoRuns is adventurous can follow. If you disable with another. Two that work well to- more thorough in ferreting out a program related to hardware, reboot gether are Ad-Aware SE (www.lava auto-start programs, so its list is and see if the hardware still works. If it softusa.com) and Spybot Search & much longer than Msconfig’s and doesn’t, re-enable the program. Ditto Destroy (www.safer-networking.org). broken down into different auto- for software application helpers— Perform each application’s antispy- start methods. To whittle that list and make sure the main application they ware scan individually instead of run- focus on third-party software, click help still runs after you restart. ning them simultaneously. Options, Hide Microsoft Entries, and Many programs, such as Microsoft the Refresh button. Office, Adobe Acrobat, and RealPlayer, Clearing “Good” Parasitic Software Regardless of which utility you preload some parts of an application choose, you shouldn’t just uncheck into your system’s memory under the It should come as no surprise that everything in the list. (Although inter- assumption that the associated applica- software often installs itself to auto- estingly, WinXP will run just fine— tions will start a few seconds faster matically run every time Windows and quite fast—with everything when you actually run them. You can starts, but the sheer volume of this par- disabled in the Msconfig Startup tab). safely disable these preloaders, but the ticular software that’s running on your Instead, you need to figure out what trade-off is that your application might system may shock you when you count each item is and decide if it’s some- take a few extra seconds to load. Some it all up. Limiting your software that thing that you really need to run every applications install their own sched- starts on boot to just the programs, time Windows starts. For example, ulers or version checkers, which is utilities, and drivers you always need many peripherals, such as PDAs and something you can usually do manu- can dramatically reduce boot times. game controllers, have supporting ally. Don’t forget to check for updates There are two challenges to face programs that start automatically yourself if you disable these programs here. The first is finding a list of pro- every time (you can usually see their at startup. grams that start automatically, and the icons in the System Tray), but how Ideally, when you identify a startup second is to know which programs often do you really HotSync your program you want to disable, you you can safely disable at boot time. Treo or play a game? If you don’t fre- should disable it from within the pro- Fortunately, there’s a handy tool quently use the peripherals that re- gram itself. If there’s no such option, that’s built into every version of quire these support applications, simply uncheck its entry in Msconfig Windows (except Windows 2000) that consider disabling them at startup. or AutoRuns. shows you almost all your auto-start When you plan to actually use the de- programs: msconfig. To run it, click vice, manually run the program in- The Payoff Start and Run. Type msconfig and click stead. For example, only run the Palm OK. Next, click the Startup tab to see HotSync Manager when you actually By carefully pruning your auto- the auto-start list; a check mark next to need to HotSync your PDA. start programs, optimizing the BIOS, an application means that it’s starting You should only disable programs and eliminating hidden malware, you every boot, while an empty checkbox that you can properly identify; deter- should be able to reduce your boot means the program is disabled. mining which programs you can dis- time from three or four minutes to If you have Win2000 or want a able occasionally requires some less than a minute. Over the course of more advanced tool, then try us- sleuthing. For example, you can track a year of daily startups, that can really ing AutoRuns for Windows (www down an oddly named program, such add up. RS .microsoft.com/technet/sysinternals as P17Helper, by doing an Internet /utilities/Autoruns.mspx). Just extract keyword search. In this particular BY WARREN ERNST

58 www.smartcomputing.com / Fix Your Own PC WHAT TO DO WHEN . . .

so that someone else can attempt to What To Do When . . . solve it.

Sudden Problem Or Your PC Runs Long-standing Issue? If you suddenly notice your PC acting up, consider if you’ve made any recent changes. Have you installed any Slowly Or Erratically new hardware or software lately? Does your PC’s bizarre behavior happen to coincide with the new addition? If so, then the new stuff becomes your prime suspect, and following these tips could help you crack the case. New software is likely to slow a system down if it has some sort of “always-on” component, such as a background virus checker or a sched- uler, but even software which lacks such a feature can occasionally cause problems. Try uninstalling the new software with its uninstaller first. You can also uninstall by using Add Or Remove Programs in the Control Panel. (Click Start, Control Panel, and double-click Add Or Remove Programs.) Once you’ve removed the software, reboot and see if your com- puter is still running slowly. New hardware can also slow down a system, especially if you’re using an o, your computer is acting person or phone support techie older driver. Ironically, if you’ve fol- strangely. Is it running slowly? rarely solves. These folks will usually lowed the hardware’s installation S Does it clip along normally fix what’s obviously broken and documentation to the letter, then one moment, only to grind to a halt move on, but much of the time, you probably used the drivers/soft- minutes later? You better be ready to a slow or erratic system is suffering ware that the manufacturer included roll up your sleeves to tackle this one from something that isn’t obviously on the installation disc, and those yourself, because this is the sort of or completely broken. Your com- drivers could be old. First, try down- problem that a computer repair puter’s only in good enough shape loading and installing the most re- to “mostly” work cent versions of drivers and any most of the time. bundled software from the manufac- Ultimately, al- turer’s Web site. These updates often though it seems like fix bugs or glitches that can affect just about anything system performance. could slow a PC or If the slowness remains, remove the prompt weird be- new hardware; if it was an upgrade havior, there are to existing hardware, reinstall the several things that old hardware. If your system returns tend to be the root to normal, then the new hardware is of these problems. either faulty or not completely Even if you can’t compatible with your PC. Consider The Ultimate Boot CD contains a plethora of completely solve the problem, you can using an alternative product from diagnostics and utilities to fix a finicky PC. frequently narrow the problem down another vendor.

Reference Series / Fix Your Own PC 59 WHAT TO DO WHEN . . . Your PC Runs Slowly Or Erratically

from different hard drive manufac- or one of the case fans stop spinning turers. Run the utility that matches (or spin at a reduced rate) or a CPU your drive and let it run through heatsink clogs with dust, this is exactly both the quick test and the thorough what can happen. Although the CPU test, which take approximately 20 is only protecting itself from burning minutes and several hours, respec- out, from a user’s point of view, the tively, to complete. computer starts a cycle of acting nor- Some computers also come with a mally and then slowing down. “diagnostic partition,” which you Opening your PC and cleaning out can access by pressing a certain key all the dust is a task you should prob- at boot-up. Your manual should ably do at least once a year. So if your provide more explicit information, PC is acting oddly, cleaning it should but if you look quickly as your com- be high on your list. While you’re in puter is in the first few seconds of its there, clean the CPU heatsink with a boot sequence, you should see a mes- can of compressed air or a small brush. sage on the bottom of your screen (You may need to remove a plastic or If you suspect your CPU’s running hot enough that may read something like “Press metal shroud that directs airflow to the to scramble eggs, free software such as F8 For Boot Menu” or “Press F10 CPU.) If the fans are covered with SpeedFan should be able to tell you if For Diagnostics.” If you see this, gunk, hold the blades in place to keep overheating is causing your slowdowns. press the key as directed and select the fan from spinning if you use the Double-Check The Hardware: the choice that seems to be diag- compressed air to blow them clean. The Basics nostic software. Odds are that these After you’ve cleaned it out, turn the diagnostic tools are geared specifi- computer on while it’s still open and Although system slowdowns tend cally for your hardware (rather than check that all the fans start spinning. to be software-related, there’s no the generic utilities found on The If there’s any fan that refuses to spin point in chasing down an elusive soft- Ultimate Boot CD) and can ferret or sounds rough or gravelly, it may ware problem unless you know your out any hardware troubles. need replacing. hardware is working properly. The If you aren’t sure if a fan is running main components to check are the Double-Check The Hardware: as fast as it’s supposed to, then you CPU, RAM, and hard drive. System Cooling should also check the processor’s tem- There are many diagnostic pro- perature while Windows is running to grams out there, but perhaps the sim- It goes without saying that your ensure it isn’t overheating. This task is plest way to go is to the Ultimate Boot PC’s internal components generate easily accomplished with free soft- CD, which is available as a free down- heat, but have you considered what ware, such as SpeedFan. To download load from www.ultimatebootcd.com. would happen to your PC if your CPU SpeedFan, open a Web browser with If you choose to download the appli- overheated? Those clever engineers at an active Internet connection and go cation and burn it to a disc, your Intel and AMD have, burning software must be able to burn and most (though not ISO (International Organization for all) modern CPUs will Standardization) image files. If you automatically throttle don’t have the necessary software, the back when their built-in Web site maintains a list of people thermistors (which are who can create and mail you a phys- transistor-sized ther- ical copy, usually for a nominal fee. mometers) detect when When you have the CD, start your a system is overheating. computer with the disc in your CD- After a few minutes (or ROM drive. After the program loads, even seconds) of oper- start with a CPU test and let it run for ating at a lower speed to at least 30 minutes. Then, start a reduce the CPU temper- RAM test and let it run overnight. ature, the CPU throttles (Memtest86+ is a good one.) If your up to full speed again. computer passes these tests, run a This scenario should never happen Windows’ can contain logs of hard drive check. The Ultimate Boot in a computer that’s functioning any errors or other misbehavior. You can often CD also contains the latest utilities properly. But if the CPU cooling fan find a solution online.

60 www.smartcomputing.com / Fix Your Own PC WHAT TO DO WHEN . . . Your PC Runs Slowly Or Erratically

any problems you did scanning or use a self-booting CD find, focus on software. with antivirus tools, the Ultimate And whenever you deal Boot CD. Just remember, like any an- with software problems tivirus application, the Ultimate Boot and weird slowdowns, CD’s included antivirus software will computer viruses and eventually become outdated, re- spyware should imme- quiring you to manually download an diately come to mind. updated version. Fortunately, there are a Spyware can also slow things down lot of automated tools when it kicks into gear and starts doing to help clear out this its job. You should obviously remove pesky malware. spyware along with any viruses you Viruses are constantly might find. Two free scanners, Ad- evolving, so there’s a Aware SE (www.lavasoftusa.com) and good chance your an- Spybot Search & Destroy (www.safer- tivirus program isn’t networking.org) do a pretty good job If you need help deciphering the processes catching everything if you haven’t up- of clearing out most basic spyware, running on your system, Microsoft’s Process dated your antivirus definitions in while Webroot’s Spy Sweeper (www Explorer will track down the original program a little while. Therefore, start by up- .webroot.com/consumer/products/spy that’s running a background program. dating your antivirus software and sweeper) does an excellent job of clear- doing a full scan. If you’ve let your an- ing stubborn spyware infestations. to www.almico.com/speedfan.php. tivirus subscription lapse and don’t Click Download and SpeedFan 4.31. want to pay for a renewal, consider Identify & Solve Choose where you’d like to download using a free tool such as AVG Free Core Windows Problems the installer file and double-click the (free.grisoft.com) or AOL’s Active installer file’s icon once it has fully Virus Shield (www.activevirusshield All versions of Windows have downloaded. The installation wizard .com), which features the excellent many programs running in the back- will guide you through the process; Kaspersky antivirus engine. ground, including drivers, services, open SpeedFan when you have in- If your updated antivirus program and other applications. Occasionally, stalled it. SpeedFan’s Reading tab detects and cleans anything, be sure one or more of these programs begins should display your CPU’s current to reboot a few times and repeat the having trouble and makes your whole temperature. Be sure to check your scan; stubborn viruses may find a way system start acting oddly. Fortunately, CPU’s temperature during and to evade just one cleaning. If repeated it’s relatively easy to see if any of these after you’ve placed it under load. cleanings won’t take care of a virus, it core applications are having problems (Playing a demanding 3D video game may have weaved itself into Windows and to take corrective action. is a good way to do this.) and become impossible to clean with Start by running the Event Viewer, Although CPU manufacturers list Windows running. In these cases, which you can access by right-clicking the maximum recommended temper- your best bet is to either transfer the the My Computer icon and clicking atures for their CPUs, as a general rule hard drive to a second computer for Manage from the pop-up menu. Then of thumb, any CPU temp higher than 64 degrees Celsius is cause for concern. AVG Free is You should look into replacing a mal- free antivirus functioning fan, installing a better software that heatsink/fan combination if your stock should clear fan is working fine, or look for some out any other cooling problem. If your CPU pesky viruses temperatures are lower than its max- that have imum rating, then overheating isn’t infiltrated causing your system’s slowdowns. your system.

Clear Out The Software Nasties After you’ve verified there aren’t any hardware problems or corrected

Reference Series / Fix Your Own PC 61 WHAT TO DO WHEN . . . Your PC Runs Slowly Or Erratically

is working exactly as intended, either replace it or make it play nice. uninstalling or reconfiguring First, open the program and try to it may speed up your slow- find any settings to reduce CPU pri- moving system. ority. We also suggest disabling any First, display the Windows functions you don’t need or use. Task Manager, which will Alternatively, there may be a more launch when you press CTRL- efficient application that does essen- SHIFT-ESC, and click the Pro- tially the same thing as your trouble- cesses tab. Then click the CPU some program. Try replacing one column header twice to sort the program with another (for example, list of background processes using Zone Alarm Firewall instead of Use Msconfig to disable memory-hungry with the highest CPU utilization at the Norton Internet Security) to see if background applications and free up your top. Take a few minutes to look over it’s less of a burden. system resources. the column as it updates, noting what programs occasionally jump to the top Lighten The Background Process Load expand the Event Viewer icon in the of the list. You can leave this window tree on the left-side pane, revealing the open while you use other programs, al- Once you’ve cleared away the gross Application, Security, and System lowing you see which programs are offenders of CPU power consump- logs. If you’re interested, Microsoft consuming the most of your system tion, the last thing to do is review all explains the purpose of these logs at resources as you normally use your of the programs that automatically support.microsoft.com/kb/308427, PC. In fact, if you only occasionally see launch when Windows starts up and but, put simply, each log lists applica- a dramatic slowdown, you should keep determine if any are unnecessary. tion, security, and system messages this window open until the slowdown The Task Manager lists how many and warnings. You should look for occurs and note the processes that processes are running at the bottom warnings and errors that tend to jump to the top of the list. left corner of its window; if you have frequently recur. Double-click an After initially booting your com- more than 50, you probably have entry in the right-side pane to view the puter, System Idle Process should more running than you really need. full message. consistently be 95 or higher, which We cover this topic in detail in For example, if you saw the same basically means 95% of your sys- “Your PC Starts Slowly” (see page 56), hard disk page file error again and tem’s resources should be available. but in a nutshell, run msconfig. Click again, it may be time to update your If it isn’t, then one or more other Start and Run and type msconfig in motherboard’s drivers or run a diag- programs are consuming excess the empty field. Click OK. When nostic scan on the motherboard, hard resources and are probably con- msconfig starts, click the Startup tab. drive controller, or hard drive. If you tributing to the slowdown. These The resulting list shows all your saw a driver that was unable to start programs should appear just under- startup programs, and removing the repeatedly, consider looking for an neath System Idle Process. Ide- checkmark next to an entry prevents it updated driver or determine if the ally, the programs will be obvious, from starting alongside Windows. hardware that the driver controls is such as WINWORD.EXE (Microsoft Before using this method to force pro- malfunctioning. If an antivirus up- Word) or ipodservice.exe (Apple grams not to start during Windows’ dater constantly causes error mes- iTunes). For dealing with mysteri- startup, try disabling any auto-start sages, you should fix or replace your ously named programs, Microsoft’s functionality directly from within the antivirus software. And if the exact (www.microsoft program itself. nature of the error isn’t clear from the .com/technet/sysinternals/utilities message, entering the message into an /ProcessExplorer.mspx) does a good The Payoff: Speed & Stability Internet search engine may yield solu- job of tracing a background program tions that have worked for other folks. to its base application. If shutting Hopefully, you’ll find that after you down any of these programs restores run through all these steps, your Eliminating Rogue Programs your system to full speed, then system feels far more sprightly and you’ve found your problem. You isn’t prone to weird pauses. And If your PC is still acting slow or may need to manually do this for without the hiccups and delays, your erratically, focus on software runn- multiple programs. overall computing experience should ing in the background that’s com- If you’ve traced a slowdown to a be that much better. RS mandeering too many resources. busy background program and its Even though most of this software parent application, you need to BY WARREN ERNST

62 www.smartcomputing.com / Fix Your Own PC WHAT TO DO WHEN . . .

and fixed wireless), each with its own What To Do When . . . causes of performance degradation. Start any diagnosis of suspected net- work problems by getting quantitative data. There are a number of Web sites Your PC Internet for performance testing; one of the best is at www.speedtest.net. It presents users with a world map of various test Connection Is Slow points relative to your location (which it does a good job of deducing from your Internet address), providing a convenient way to check speed against a number of servers. Speedtest.net re- members your PC from session to ses- sion, recording all your tests to a database to allow comparisons of re- sults over time. Try testing at different ne of the more frustrating you can sort the list by name, amount times over several days. If you see re- aspects of computer usage in of CPU time, or memory usage. sults coming in below the rated speed O the Internet era are the times If you sort by CPU time and notice a of your service, it’s time to investigate. when your PC slows to a crawl for no couple programs trying to grab all the Depending on your specific connec- apparent reason. Suddenly it seems as CPU, it’s a clue something has gone tion type, there are a number of quick if the bits are passing through mo- awry. If you identify an unknown pro- things to check when troubleshooting lasses as they travel from the Internet gram hogging all the CPU, you can degraded Internet performance. to your living room. stop it by right-clicking the name and Dial-up. A slow connection is often The good news is that there are so- selecting End Process. But be careful: caused by a poor phone circuit. For ex- lutions to nearly every common accidentally killing a valid Windows ample, dialing in from a new house in Internet problem. While the problems process may cause other problems, re- the suburbs, with new wiring all the vary depending on how you connect quiring a reboot to fix. way to the phone central office, will to the Internet, there are trouble- Check the drivers. You also may be likely approach the theoretical max- shooting tactics and system tweaks overloading the network pipe. For ex- imum of 56Kbps (kilobits per second), you can use to optimize performance. ample, if you’re using a dial-up con- while connections from older homes or And if all else fails, there are ways to nection, you likely won’t be able to rural areas may be lucky to reach make life more bearable on a slow watch the latest YouTube video while 28.8Kbps. If your dial-up connection is Internet connection, using add-on downloading email. When you notice slow, start by redialing or changing tools that can speed up browsing and performance deterioration, make sure your access number. Persistently poor downloading under such conditions. your system has the latest network connections may be due to bad home and modem drivers. These are often wiring or too many line splitters be- Generic Problems automatically updated by Microsoft tween the wall jack and your PC. Make Update (see www.microsoft.com sure wiring is as short as possible. The first things to examine when- /athome/security/update/msupdate_ Broadband DSL. DSL circuits are ever system performance slows to a keep_current.mspx), but if you know dedicated to your location, so you crawl are the tasks, or processes, your your modem or network card model, should get the full-advertised band- PC is running. No matter how fast of a it doesn’t hurt to check the manufac- width. However, they require special CPU you have, running too many apps turer’s Web support site for updates. line filters if a phone is used on the at once can slow everything down. same line. If your connection is slow, Check running applications. Use the Physical Network Problems & isolate wiring problems by unplugging Windows Task Manager to check on Troubleshooting Tips all phones and fax machines, con- hidden apps that could be starving necting your DSL modem to the wall your browser of precious time. Right- Dial-up connections use the same socket, and retesting your connection. click the Taskbar, select Task Manager, basic technology: a modem connected If the speed improves, you may have a and click the Processes tab. You’ll see a to a phone line. But there are a number bad line filter or too many splitters on list of every process (Windows calls of broadband technologies (DSL the same line. Put your DSL modem them Images) running on your PC; [Digital Subscriber Line], cable TV, on a dedicated phone line, if possible.

Reference Series / Fix Your Own PC 63 WHAT TO DO WHEN . . . Your PC Internet Connection Is Slow

Broadband cable. Cable TV circuits Your browser keeps copies of pages are shared with other homes in your you visit, including the graphical con- neighborhood—perhaps as many as tent, in the cache. When you revisit a 50—so download rates vary and are page that has been cached, your usually slower during prime time. browser looks for elements that haven’t Signal problems on cable circuits changed since your last visit and uses should be visible on your television, the local copies instead of redown- particularly on local channels (e.g. 2 loading. Given the enormity of today’s to 12), and generally require a service hard drives, most browsers have con- call to correct. If your television signal servative defaults for cache size, usually looks good, try checking the speed at less than 50MB. Bumping this up to off-peak hours to see if your neigh- 100 to 250MB can help. In Internet bors are hogging bandwidth. Explorer, select Tools, Internet Options Wireless. Fixed wireless uses a por- and click the General tab. Under tion of the broadcast spectrum to Speedtest.net provides an easy way to Temporary Internet Files, click the transmit to a stationary receiver. Signal performance-test your PC. Settings button. Enter a new amount of strength can affect download speed and disk space used for the cache. depends on placement of the receiver Either position the phone base station If you’re on a very slow link, you can in relation to the antenna. Try moving and wireless router as far from each also to have the browser block most the receiver to different locations. If the other as possible or get a phone that bandwidth hogs, including images, Java best location isn’t close to your PC, runs on the 900MHz or 5.8GHz band. applets, and ads. Firefox offers the many wireless companies offer mod- To get a detailed look at what is most flexibility in controlling what is ules that can route the connection to going on in the Wi-Fi ether, MetaGeek displayed, with settings contained on other locations over electrical wiring. has a great gadget called Wi-Spy (www the Options:Content tab. Internet If none of these do-it-yourself solu- .metageek.net). It’s a USB key with so- Explorer can be configured by selecting tions works, call your service provider phisticated software that analyzes and Tools, Internet Options, clicking the to see if it can isolate the problem. graphically charts interference, quickly Advanced tab, and scrolling down to identifying any problems. the Java and Multimedia sections Home Network Changes Occasionally the default network where you can check or uncheck a se- settings from your ISP can cause a ries of boxes to control whether various Beyond your ISP (Internet service slowdown. All Internet applications use multimedia elements display. provider), Internet connection slow- DNS (domain name system) servers to Unwanted pop-up windows are an- down can also result from problems on look up the Web addresses of sites you other source of frustration on slow your home network. If you don’t share access. When a broadband router con- links. Internet Explorer 7 comes with a your Internet connection (most dial-up nects to the ISP, it picks up addresses pop-up blocker add-on. Firefox also users), you can skip this section. for the DNS servers and passes these comes with a free add-on, Adblock Wireless technology, also known as along to your PC. If these servers are Plus. Adblock and other Firefox add- Wi-Fi, operates on a portion of the slow, changing to an OpenDNS server ons are available by selecting the Add- radio spectrum also used by many can alleviate the bottleneck. Details on ons menu and clicking the Get Ex- cordless phones and microwave ovens. how to start using OpenDNS are avail- tensions button. Within this spectrum, Wi-Fi routers able at www.opendns.com/start. run on one of 11 channels. If you live If all else fails, reboot your modem System Configuration Changes in close quarters such as an apartment and router. This ensures the router building, a neighbor’s router could be picks up the latest configurations and Windows has a number of network configured to run on the same channel can often clear up problems. parameters defined in the system as yours, causing interference. If you Registry. The default values provide notice a slowdown, use your router’s Browser Configuration Changes good performance, but they are not al- Web configuration page to try a dif- ways optimal. While modifying the ferent channel; your PC will automati- Tweaking some browser settings Registry is not for the faint of heart, cally find the new channel. can also help improve Internet con- CableNut (www.cablenut.com) pro- Cordless 2.4GHz phones operate nection performance. The simplest vides a simple interface for changing over the same frequencies as Wi-Fi, so change is to increase the size of your the relevant parameters. CableNut in- you’ll likely notice a slowdown or lost Internet cache, or Temporary Internet cludes a number of preset configura- connection when the phone is in use. Files in Internet Explorer parlance. tions for various connection types and

64 www.smartcomputing.com / Fix Your Own PC WHAT TO DO WHEN . . . Your PC Internet Connection Is Slow can back up and restore previous Registry settings, should you need Web Acceleration Software to back out of any changes. Program Compression Client OS Browser Network Server Connection Airstream Text/HTML Windows, Any PC – ISP (Internet Dial-up Tools (www.airstream (Hypertext Mac service provider) comm.net) Markup A number of ISPs and third- Language), party products attempt to accel- erate dial-up connections by Artera Turbo Text/HTML, Windows Any PC – Artera server Any (dial-up, using compression on different (www.arteraturbo.com) Images, email broadband, downloaded elements such as wireless) text and graphics. With these Google Yes Windows IE, PC – Broadband high-speed, dial-up services, the Web Accelerator Firefox Google server ISP runs an acceleration server (www.google.com) that acts as an intermediary be- ISP Booster (Slipstream) Text/HTML, Windows Any PC – ISP Dial-up tween your PC and Web servers. (www.ispbooster.com) Images, email The acceleration server uses its Onspeed Text/HTML, Windows, Any PC – Any broadband connection to fetch (www.onspeed.com) Images, Flash, Mac, mobile Onspeed server and cache pages you request and Office Docs then compresses the data before Propel Text/HTML, Windows, IE, PC – Propel server Any sending it to your PC, where it is (www.propel.com) Images, email Mac Firefox, decompressed by a small client Opera program running on your PC. Proxyconn Text/HTML, Windows, Any PC – Proxyconn Any While many data types used on Web Accelerator Images, Flash, Mac, mobile server the Internet are already highly (www.proxyconn.com) Office Docs compressed, much is not. De- Toonel Text/HTML, Windows, Any PC only Any pending on the page, these accel- (www.toonel.net) Images, email Linux, erated services often load more Mac, mobile than three times faster than an unaccelerated dial-up account. If your favorite blogs or other RSS-aware slowest broadband service. Use of off- ISP doesn’t offer high-speed service, sites for later perusal, similar in func- line reading software, coupled with several third parties provide equivalent tion to a number of third-party simple changes in usage habits, can functionality usable with any account readers such as Newz Crawler (www also greatly reduce the frustration of (see the sidebars on this page for lists of .newzcrawler.com) or Feed-Demon working with a slow connection. RS ISPs and software). (www.newsgator.com/NGOLProd Be aware that most of the client- uct.aspx?ProdId=FeedDemon). BY KURT MARKO only products, such as Accelerate Firefox and IE6 also have a “work off- (accelerate.webroot-software-inc line” mode (available from the File .qarchive.org) or Net Accelerator menu) that allows you to browse pre- High-Speed Dial-up (www.programurl.com/net-acceler viously visited pages; however, this ator.htm), really just automate the feature has been eliminated in IE7 in Providers tweaking of Windows network settings, preference of the more powerful RSS •· 550 Access: www.550access.com similar to what CableNut allows you to subscriptions that automatically • Basic ISP: www.basicisp.net do by hand, offering little extra value. download new content without hav- • Budget Dialup: www.budget Another way to increase your on- ing to manually access the site. dialup.com/index.htm line efficiency is by using offline Intermittent Internet connection • Copper.Net: www.copper.net reading tools. You can configure problems are an unpleasant reality, but • Earthlink: www.earthlink.net/ email clients such as Outlook and there are a number of techniques and dialup Thunderbird to download all new tools you can use to solve most basic • ISP.com: www.isp.com mail and disconnect, letting you read problems and fine-tune your connec- • NetZero: www.netzero.net and reply to mail offline. Both IE7 tion. For those stuck with slow dial-up • PeoplePC Online: www.people and Firefox offer RSS (Really Simple links, high-speed services are available pc.com/connect/index.asp Syndication) news-reading add-ons that provide noticeable improvement, •· TotalUSA.net: www.totalusa.net that can download content from your although they still fall short of even the • TurboUSA: www.turbousa.com

Reference Series / Fix Your Own PC 65 WHAT TO DO WHEN . . .

What To Do When . . . Your PC Shuts Down Slowly Or Won’t Shut Down At All

overlooked. Proper maintenance select Properties. Next, click the Power is essential to good hard drive Management tab, clear the Allow The function. All versions of Win- Computer To Turn Off This Device To dows 98 and later have a Save Power checkbox, and click OK. built-in drive Cleanup Util- ity. Cleaning your drive not When Your System Hangs only helps you liberate some extra hard drive space, but One of the most commonly encoun- it can also help improve tered Windows problems is when you overall operating system shut down your computer and the performance including system process takes an excessive amount of shutdown. To access the Clean- time to complete. The OS is made up up Utility, open the Start menu; of a collection of small programs; select Programs (All Programs in therefore your computer must end Windows XP), Accessories, and Sys- each program individually during shut- tem Tools; and click . down. Any anomaly in just one of these Another maintenance task is the reg- smaller programs can prolong shut- t seems to happen at the worst ular defragmenting of the hard drive. If down or cause the process to fail. time: You’re in a hurry and when you have a heavily fragmented hard Delays follow a new installation. If I you shut down your computer, drive, the OS has to search the drive for you experience shutdown delays and you get an hourglass that spins and a all the pieces of scattered data. The you installed new apps recently, you’ll computer that fails to shut down longer your OS has to search, the want to determine if the new programs quickly or at all. This has happened to slower all functions become. To defrag- are the cause. Try uninstalling the pro- many other people. And while you ment your system, navigate to System grams starting with the last one first. In could simply pull the plug on your PC Tools and click Disk Defragmenter. Windows, the last program you install or hit its power switch, you may know Although many PCs on the market will appear at the end of your Start from previous experience that failing to these days have just about all the pe- menu list of applications. That is, un- properly shut down a PC results in an ripherals you would want, some sys- less you sorted this list by name. Then extended boot process. That’s because tems also offer an abundance of USB you’ll need to do a little searching. improperly shutting down your com- ports for connecting additional hard- When uninstalling a program, you puter forces Windows to check your ware. If you suspect that a recently can use the application’s built-in unin- system’s hard drive for data errors. added USB device is causing a slow stall feature (located in its folder entry Shutdown issues are among the com- shutdown, it’s possible the added pe- in the Start menu) or the Add Or mon types of problems you’ll en- ripheral doesn’t support the Selective Remove Programs utility (click Start, counter with Windows. Read on for Suspend power management feature. select Control Panel, and double-click some simple steps you can take to To correct this, try disabling the Power Add Or Remove Programs). After re- make shutdown a faster process. Management option for your USB hub. moving the program in question, Right-click My Computer and select restart your machine and attempt the Basic Troubleshooting & Maintenance Properties. Select the Hardware tab shutdown again. If your PC shuts and click the Device Manager button. down properly, you’ll know the appli- Sometimes the simplest thing at the Expand Universal Serial Bus con- cation was the cause. One note: Before root of a slow shutdown is the most trollers, right-click USB Root Hub, and you remove the suspected application,

66 www.smartcomputing.com / Fix Your Own PC WHAT TO DO WHEN . . . Shutdown Troubles

your computer, WinXP this does substantially increase shut- can close any applica- down time. The page file works as vir- tions that hang, and it tual memory (storage) in WinXP and will do so without any can, on occasion, grow to mammoth further input from you proportions. Because some third- during the process. party applications could use the page If you experience file to temporarily store sensitive in- shutdown problems formation in virtual memory, some after installing updates, people prefer to set their machines to new drivers, or software, clear the page file at shutdown. you can usually return If you think your system is running your PC to its preup- slow because you enabled the Clear When determining what programs you date condition using System Restore. Pagefile option, you can tweak the installed recently, check your Start menu. Open the Start menu; select All Registry and make things run quicker. The last program you install will appear at Programs, Accessories, and System Back up your system first. Then open the end of the Start menu, unless you tools and then click System Restore. the Registry Editor and navigate to recently sorted the list by Name. By default, WinXP enables System HKEY_LOCAL_MACHINE\SYSTEM\ Restore on all your computer’s hard CURRENTCONTROLSET\CON- you may want to check the manufac- drives provided you have enough hard TROL\SESSIONMANAGER\MEM- turer’s Web site for patches and/or up- drive space (about 200MB). After ORY MANAGEMENT. Double-click dates that may be available for you to rolling back to a restore point, start up ClearPageFileAtShutdown in the download and make the program op- and shut down your PC once or twice right pane and set the Value Data erate correctly. to confirm the slow shutdown problem field to 0. Trouble stems from an update. is resolved. It’s important to note that When you initiate the Windows shut- System Restore isn’t a substitute for System Delays & Increased down procedure from the Start menu, uninstalling a program. Therefore, you Internet Activity Windows may prompt you for some will need to remove the offending ap- type of user input when an app crashes plication as we previously mentioned. Despite our best efforts, viruses and or fails to respond. When this happens, System issues occur after adding spyware sometimes take refuge in our Windows halts the shutdown process new a profile. You recently added a PCs causing systems to shut down until you permit Windows to stop the new profile on your computer for a slowly or worse, not at all. If you sus- nonresponsive application. Fortu- family member and now your system pect your system has a virus, make sure nately, there is a temporary work- hangs at logoff or when you shut down you update your virus signatures and around for this situation. By making the system. The biggest reason for this run a complete scan on your machine. a simple adjustment to Windows’ problem is Windows is unable to un- Antivirus alone is not enough these Registry, you can instruct WinXP to load a user profile because system days, so good spyware prevention soft- automatically close pesky crashed ap- processes and/or apps occasionally ware is a must. Microsoft’s Windows plications. Before tweaking the Reg- maintain connections to Registry keys Defender (free; www.microsoft.com/at istry, you should back up your system in the user profile even after the user home/security/spyware/software in case you need to return it to a pre- logs off. Microsoft’s Download Center /default.mspx) scans your system to vious setting. For specific instructions (www.microsoft.com/downloads) pro- ferret out spyware that could be on backing up the Registry, visit the vides User Profile Hive Cleanup Ser- slowing down your PC. Microsoft Help And Support article at vice, a free utility that cleans user support.microsoft.com/kb/322756. profiles. The utility is available for reg- Take Action After you create the backup, open istered Windows users, and it is specifi- the Start menu, click Run, type regedit cally engineered to make certain that Although some people have learned in the Open field, and click OK. user sessions are completely terminated to live with their computers’ slow shut- In Registry Editor, navigate to HKEY_ when a user logs off. down times, that doesn’t need to be the CURRENT_USER\CONTROL Slow shutdown occures after en- case. Proactive intervention will cer- PANEL\DESKTOP. Double-click abling the Clear Pagefile On System tainly speed up a computer’s shutdown AutoEndTasks in the right panel, type a Shutdown option. Although it is true process, and it may eliminate most of 1 in the Value Data field, and click OK. that clearing the page file on system the common problems altogether. RS Close Registry Editor and restart your shutdown will delete all data stored machine. Now when you shut down there so others can’t retrieve it, doing BY DOUGLAS SCHWEITZER, SC.D.

Reference Series / Fix Your Own PC 67 WHAT TO DO WHEN . . .

What To Do When . . . You Can’t Burn A CD/DVD The good news is that there but I keep getting an error message are logical reasons for these that the remaining tracks on my orig- problems, and we’ll cover sev- inal won’t fit on my copy. This is de- eral of them here. We’ll also try spite the fact that the media are of to give you the most likely and identical length. least expensive solutions, so Solution: You’re probably experi- you don’t blow your bankroll encing a buffer underrun. This occurs on a state-of-the-art combo when a CD copy is “closed” to any fur- drive only to discover that it, ther burning before it has truly been too, refuses to copy your entire filled. Low memory’s usually the cul- collection of home movies. prit: You have too little available by the time you reach point X on your CD Problem: I got a real deal copy, so burning terminates as though on 300 blank CD-Rs from an you’ve reached the end of the disc. The off-brand manufacturer. But best way to combat this is to provide I’ve found that only five of more memory, and you can do that by the first 15 I tried actually closing all windows and memory-resi- worked; the rest were rejected dent applications (screensavers, virus by my CD burner. checkers, emulators, etc.) that you Solution: We all like bar- normally use while engaged in the gains, but the reason many burning process. Whatever you do, off-brand CDs are such a avoid running memory-intensive or the most part, DVD-R/RW great deal is that their manufacturers background processes such as defrag- (recordable/rewriteable) and have less-than-exacting standards menting your hard drive while burn- F CD-R/RW drives work as ad- where quality control is concerned. ing—we all love to multitask, but this vertised, giving us a convenient, af- This even applies to some name-brand is the worst time for it. fordable way to make archival copies discs, which are simply rebranded, Slowing the burn speed might help, of software, media files, and the like priced-up versions of off-brand CDs. too. The faster you burn, the more in- and to create our own multimedia We’ve had very good luck with Ver- tensive the process. Note, too, that the masterpieces. Yet sometimes the batim and Maxell. They’re not the maximum burn speed for your CD/ burning process (that of writing data least expensive CDs around, but when DVD drive may not be the best for to a CD or DVD) stops midway, with you factor in frequent duds lost to bad your entire system. A very fast drive in some enigmatic message appearing on manufacturing that show up on some a (relatively) underpowered CPU with our screens; or the results won’t play other labels, they’re more cost-effec- low memory isn’t going to be live up properly; or the drive itself is no tive. So before you decide your soft- to its potential. longer recognized by Windows. It’s ware or CD player is bad, go out and Finally, you may be experiencing a enough to make one yearn for the buy some really good media. You’ve buffer underrun if you’re employing days of audio cassettes and VHS tapes. saved some real money if that solves some forms of data compression on the The copies you made were always a your problem. source drive. This slows down access degraded image of the original, but time, since the data has to be decom- barring mechanical failure in the Problem: I’m trying to make an pressed before it can be transferred to media, they worked. exact copy of a CD in my collection, your writer.

68 www.smartcomputing.com / Fix Your Own PC WHAT TO DO WHEN . . . You Can’t Burn A CD/DVD

doesn’t mean your computer can au- tomatically handle that. Try au- thoring discs at a lower write setting and see if that lessens or eliminates the distortion.

Problem: I’ve been burning CD- RWs lately because I like being able to reformat them and overwrite the old contents. But I now find that the music compilation discs I’ve made and updated over time won’t play on all my gear, and a couple of my CD- RWs won’t even play in players that previously worked fine. Solution: Yes, rewriteable CDs are great when you want to keep just a few discs around. You can theoretically re- place their contents as often as you wish, as opposed to CD-Rs, which only let you write to them once. Most CD burning programs let you select the bit rate (measured in kilobits per second) But there are a couple of drawbacks you want your audio files to use. to CD-RWs. First, older readers may not recognize them, and that seems to Problem: I’m trying to burn a disc, present themselves. The most likely be in part what you’ve discovered. but my CD drive isn’t coming up as is unfortunately the most unpleasant Second, some have raised concerns that an available source or destination. to consider: combo drives typically the material that makes up some CD- Solution: Windows isn’t recog- use a dual-laser setup; so if DVDs fail RWs’ data layer can too easily go bad nizing your CD-ROM drive. The most but CDs can still be used, it’s very and become unreadable, though when likely cause is an outdated driver. On a likely a case of the DVD laser giving this happens it usually occurs after a Windows XP system, right-click My up the ghost. couple of years, not weeks or months. Computer, then click System Prop- So CD-RWs are a good, econom- erties. Click the Hardware tab in the Problem: The sound of my burned ical bet if you don’t plan to use them System Properties dialog box and then CD copy is very distorted. for archival purposes and if you only click the Device Manager button. Click Solution: This could be due to sev- want to play them on equipment pur- the plus (+) sign next to DVD/CD- eral possible issues. First, have you chased in the last couple of years. ROM Drives, double-click the drive checked to make sure that the source CD-R media, on the other hand, you want to check, and then click the disc is still in good shape? Contrary to has been touted as having a life ex- Driver tab in the resulting dialog box. manufacturer claims in the early years pectancy of 50 years barring manufac- Under Driver Date, you should see the of CD technology, CD surfaces can de- turing defects, scratches, high heat, issue date of that driver. Go to the teriorate over time. Second, are those and/or humidity. In any event, we manufacturer’s Web site and check to source files of decent quality? There are recommend that you play it safe; if see if an update is available. If one is, MP3 files available with a bit rate as you want to keep a CD forever, make create a System Restore point (if you’re low as 32Kbps (kilobits per second; al- a fresh backup copy every few years. using System Restore), install the though 80 or 96Kbps is more com- newer driver, and then reboot. mon). You can fit a lot of material on a Problem: I just got the latest version disc using such a low bit rate, but the of a great burner software package I’ve Problem: My PC is equipped with audio quality will suffer. For good, rela- used in the past. Suddenly, I’m getting a CD/DVD combo drive. Recently, tively distortion-free transfers, 128Kbps tons of errors while making copies. I’ve been unable to play or burn is a good minimum bit rate. Solution: Unfortunately, new appli- DVDs on it, although I can still use it Finally, is your system capable of cations aren’t always released in a to burn CDs. handling the write speed you’ve “ready for prime time” condition. Solution: If you can’t use both CDs chosen? Just because the CD-ROM Some require one or more software and DVDs, a number of possibilities drive comes with a very high setting patches, or updates, to bring them up

Reference Series / Fix Your Own PC 69 WHAT TO DO WHEN . . . You Can’t Burn A CD/DVD

later CD-Rs. At some point, even commercial software and music CDs will go unrecognized. Fortunately, CD drives are very inexpensive these days, and replacing one yourself is relatively easy.

Problem: I tried to burn a CD today, but my drive wouldn’t open. Solution: The most likely explana- tion is that your drive is stuck in an attempt to read a damaged or un- readable disc. Power down your system, then gently probe the small hole just below the tray (often on the right side) with a straight, sturdy piece of wire, such as a straightened paper clip. This should trigger the drive door’s opening mechanism, and you’ll be able to slowly pull it the rest of the way open. Remove the Check your optical drive’s driver software version in Windows’ Device Manager. disc, close the drive, and start up your system. If this problem persists, to speed. Some media-authoring pro- players won’t accept this. Check your you may need to look at replacing grams are particularly notorious for player’s manual to find out. the drive. this. The only real solution is to put Third, are you using an audio aside that latest major release for sev- format that your players are compat- Problem: My DVDs are taking eral months, which may mean unin- ible with? CD-ROM drives are unusu- longer and longer to burn. I didn’t no- stalling the software and reinstalling ally broad in terms of what formats tice it at first, but where I used to burn the previous version. If the problems they’ll accept and reproduce, but you’ll one in fewer than 10 minutes, the you’re having go away, you’ll know need to check your manuals to be sure. process now takes 30 minutes or more. what’s to blame. Fourth, try burning another copy Solution: DVD burning uses a lot of In any case, when you install new using higher-quality media. That hard drive space, so that’s the first software, always check the publisher’s might make a considerable difference. place to look. Do you defragment your site for the most recent updates. Fifth, make sure you transferred drive often? A surprisingly large num- the disc from the computer to other ber of people go for months without Problem: I burned a CD on my players in a manner that prevented it defragmenting their hard drive, and computer, but it won’t play in my car from acquiring dust or scratches. it makes caching torturously slow. stereo or the CD player in my home Either imperfection can and will Another problem is the accumulation entertainment center. prevent a proper read. of junk files on your hard drive. A Solution: There are several possibil- good hard drive utility package such as ities here. The most likely is that you Problem: My CD-ROM drive reads Iolo System Mechanic Professional didn’t finalize (or close) the burning commercial software and music CDs, (www.iolo.com) or Vcom System session when you finished writing to but if I load a CD I’ve made just a few Suite (www.v-com.com) contains tools it. If you haven’t finalized it, it can weeks ago, the drive won’t recognize that defragment and also let you ex- only be read by the burner you used to it and acts as though no CD is there. amine user-defined junk files for po- make it. (By the way, you’ll want to Solution: Reboot your PC and tential deletion. If these are done leave an uncompleted disc open, as then try loading other CDs you’ve regularly, DVD burning should show a that will let you add to it at a future made and successfully run before. If significant increase in speed. As a side time. Once a read-only disc is final- your drive fails to recognize the effect, you should see an improvement ized, you can’t amend its contents.) others, as well, your drive itself may in speed to many of your other appli- Second, are you trying to play a be on its last legs. Typically, when the cations, as well. RS copy of a commercially recorded, drive laser begins to weaken, it begins store-purchased CD? Because some to have trouble reading CD-RWs and BY BARRY BRENESAL

70 www.smartcomputing.com / Fix Your Own PC WHAT TO DO WHEN . . .

What To Do When . . . Your System Restore Won’t Work

ou’ve just installed new soft- System Restore Service Properties di- Insufficient drive space can cause a ware on your system, but after alog box to verify that the service is set second, more serious problem with Y the requisite reboot, the PC to automatically start. System Restore. When drive space fails to work properly. Slowed per- This dialog box also offers general reaches 50MB on the drive that the formance or an improperly working information about the Service name service is running, System Restore will application leads you to use the Win- (srservice), its executable path, and be suspended across the entire system, dows XP System Restore utility, but it Service status. Under the Log On tab, meaning that no Restore Points will fails to work. What do you do? check to make certain the System be created from there on out. So even Error messages related to System Restore service is enabled for the spe- when you free 200MB to allow the Restore contain a description of the cific hardware profile. For example, System Restore service to engage, problem along with suggestions for when laptops are docked, the service there may be missing restore points resolving the problem. While Sys- may be automatically disabled. due to the service shutting down. tem Restore should not be your only The System Restore service may To avoid this problem, especially method of backup, you can try some also only be accessible by an adminis- on smaller drives that do not require simple solutions when System Restore trator, leaving the local user unable to backup, you can turn off System fails to work properly. restore previous backup points. In Restore for that particular drive. this case, log out of the Windows pro- You can do this by accessing System Where To Start file and log back in as a local adminis- Restore through the System Proper- trator before proceeding. ties dialog box. Go to Control Panel, The first thing to do is verify the You can quickly verify the System double-click the System icon, and System Restore service is actually Restore service status through a com- choose the System Restore Tab. Then running. You can do this two ways: mand prompt window. Go to Start select the appropriate drive, click through the Computer Management and Run, and in the Open box, type Settings, and in the box that pops up, dialog window or through a com- command. At the prompt, type Net click the checkbox for Turn off Sys- mand line interface. Start. A list of Windows Services that tem Restore on this drive. To access the Computer Manage- have been started will scroll through If the System Restore service is au- ment dialog window, go to Start and the display. This method only verifies tomatically running and drive space Run, and in the Open box, type comp that the service has been started and isn’t the issue, try installing an older mgmt.msc or go to Control Panel and offers no additional information. restore point. Sometimes this is where Administrative Tools, and click Com- users also run into challenges. If the puter Management. Once you’re in the Troubleshooting System Restore disk space usage for Computer Management window, ex- a certain drive is set too low in the pand Services and Applications in the One of the most common problems System Restore tab under System left-hand pane and click Services. All is insufficient drive space. A minimum Properties, the number of restore services locally running on the system of 200MB on the drive the service is points may be significantly reduced, will appear in the right-hand pane. running is required for System Restore leaving few restore point options. System Restore Service should have a to properly operate. Once you free up Unfortunately, older restore points Status of Started and a Startup Type as the required space, which you can do are not always available. System Automatic. If it is not running, high- by using the Disk Cleanup tool or Restore uses a First In, First Out light the service and right-click to by manually deleting needless files, process for decreasing the size of the open a menu that will let you Start or folders, or programs from the drive, data store to 75% of the total size Restart the service, as well as access the System Restore should function again. when the data store reaches 90% of its

Reference Series / Fix Your Own PC 71 WHAT TO DO WHEN . . . Your System Restore Won’t Work

total allotment—either by default or HKEY_CLASSES_ROOT\MIME\ that set by the user. This deletion is Database\Content Type\text/x-com- automatic regardless of the amount of ponent total disk space available. Value name: CLSID Restore points have a life span of 90 Value data: {3050f4f8-98b5-11cf- days, so if the restore point is past this bb82-00aa00bdce0b} mark, it will be automatically deleted Create a second entry with the fol- and thus unavailable. lowing values: Value name: Extension Bare Bones Boot Value data: .htc HKEY_CLASSES_ROOT\CLSID\{3 If you have been unable to success- 050f4f8-98b5-11cf-bb82-00aa00 fully install a restore point operating bdce0b} in a normal Windows environment, Value name =“Microsoft Html reboot the machine into Safe Mode Using the Command prompt, you can Component” by holding down F8 during the initial quickly verify that the System Restore HKEY_CLASSES_ROOT\CLSID\ boot sequence until the is running. {3050f4f8-98b5-11cf-bb82-00aa00 Advanced Options Menu appears. bdce0b}\InProcServer32 Choose the first option: Safe Mode. keys below by finding the first category Value name: Default Upon logging in, Windows offers you and subsequent categories by ex- Value data: “C:\Windows\System the immediate option of restoring the panding the appropriate folders. The 32\Mshtml.dll” machine to a previous state using following keys should be present in the Create a second entry with the fol- System Restore by simply clicking No. Registry for the System Restore lowing values: By choosing this option, System Calendar to be properly populated with Value name: “ThreadingModel” Restore automatically opens. valid restore point configuration. If one Value data: “Apartment” You can also run System Restore of the Registry keys is not present, you from a command prompt. In the same will need to create a new key. If this procedure results in returning way you booted into Safe Mode, ac- To create a new key in the Registry, the Restore Points to the Calendar and cess the Windows Advanced Options first open the Registry editor by going you use the System Restore tool, the Menu and choose the third option: to Start and Run, and type regedit earlier configuration may not have the Safe Mode with Command Prompt. in the Open box. Locate the corre- necessary Registry entries needed to With this option, instead of offering sponding keys in the directory tree in populate the Calendar. Check to be immediate System Restore, a com- the left pane of the Registry editor certain the Registry Keys are present, mand line interface window opens. At and add the following values. To add and if not, repeat the Registry edits and the command prompt, type %system keys, highlight the working directory create a new restore point by going to root%\system32\restore\rstrui.exe to in the tree to which you want to add a Start, Programs, Accessories, System manually launch System Restore. key and select Edit, New, and Key. Tools, and System Restore. Choose To add a new Value name, highlight Create a restore point and click Next. Blank Calendar the key, and in the right pane, right- In the next window, enter a description click to obtain the New menu and for the restore point and click Create. If you see that the restore point cal- choose String Value. Right-click the If the System Restore continues to endar on the left side of the Select A String Value and rename to the corre- fail, check the Event Viewer System Restore Point window is blank, there sponding key information below. Log, which records all system errors. could be a problem requiring adjust- Right-click the renamed String Value Go to Control Panel, choose Admin- ments to the Registry. This may be due and choose Modify to edit the Value istrative Tools, and double-click Event to the file association for HTML data to correspond to the key informa- Viewer. Click System in the left-hand (Hypertext Markup Language) compo- tion below. Do this for all keys listed. pane to display the log on the right. nent (.htc) files missing from the HKEY_CLASSES_ROOT\.htc Sort the list by clicking the Source tab, Registry. (NOTE: Making changes to the Value name: Content Type and look for entries with sr or srser- system using the Registry Editor may Value data: text/x-component vice. Double-click each entry to view cause errors that render the operating HKEY_LOCAL_MACHINE\Soft- the Event Properties for a detailed de- system unstable.) ware\Classes\.htc scription of the error. RS To check the Registry, go to Start Value name: Content Type and Run, and type regedit. Locate the Value data: text/x-component BY SANDRA KAY MILLER

72 www.smartcomputing.com / Fix Your Own PC WHAT TO DO WHEN . . .

What To Do When . . . Your Cell Phone Won’t Work f you watch TV, you’ve probably Cellular antennas broadcast and re- seen the series of commercials ceive radio waves over relatively short I that feature the cell phone signal distances (about 10 square miles) and strength indicator and customers’ are dispersed to create a “quilt” of cov- muted yelling about their cellular net- erage with as little overlap as possible. work dropping calls or a loss of ser- Since the cellular providers don’t want vice causing social awkwardness. As to cover the same area twice, there are good as cellular phone service has be- naturally some spots where coverage cellular coverage is better. Having said come, there are still times when we can’t be guaranteed. These areas are that, there are some things to do to in- just want to hurl our phones through called “dead zones.” As you near the crease your signal strength when you’re a window. We either can’t connect a edge of a tower’s coverage area, the on the fringes of a cellular tower’s cov- call or the signal strength keeps drop- signal strength will drop off signifi- erage area. First off, manufacturers rec- ping off and cutting us off midcon- cantly to avoid overlap, as well. If ommend that you keep your finger versation. Though the majority of you’re located in a dead or weak-sig- away from the phone’s antenna while these problems are beyond our con- naled zone, no matter how briefly, you making a call. Your body can draw trol, there are a couple of things we will have problems with reception. signal strength away from , can do to at least increase our chances resulting in a poor connection. Some of making or keeping a call, and we’ll manufacturers also recommend using a discuss them below. For general trou- wired hands-free kit to effectively in- bleshooting, please see our online cell crease the antenna length of your cell phone article at www.smartcom phone. Anything you can do to bring puting.com/rs1101/cellphones. extra cellular radio waves into your cel- lular handset might help. Problem: Sometimes my cell If you drive a lot and are willing to phone drops a call. spend a little money, you can also Solution: There could be any purchase an antenna to help boost the number of problems causing dropped signal to your phone. These antennas calls. If you can’t connect, the net- can be mounted on the outside of work might be busy. Try hanging your car and will draw in as much up and making the call a few mo- cellular radio signal as possible. ments later. You should also make Companies such as Wilson Elec- The Dual-Band Dome Antenna from Wilson sure that your cell phone battery is tronics (www.wilsoncellular.com) Electronics (www.wilsoncellular.com) is fully charged. A low battery can af- manufacture antennas that can be designed to be mounted on your ceiling or an fect the transmitter or receiver in mounted on your roof or trunk and internal wall to boost the signal being your cell phone handset. You can require no external power source to broadcast to your cell phone. also try cycling the power of your provide a possible increase in cellular handset. As with all other tech- reception while you’re driving. nology, sometimes turning it off and Problem: The signal to my cell then on again can fix the problem. If phone in my car is poor. Problem: Cell phone reception is none of these things work, you Solution: If you’re passing through a bad in my home or office. might just be falling victim to the dead zone, there’s nothing you can do Solution: If you happen to be in a nature of the system. but wait until you’re in an area where cellular dead zone, you can’t just

Reference Series / Fix Your Own PC 73 WHAT TO DO WHEN . . . Your Cell Phone Won’t Work

move your residence approval means that to an area with better the government has coverage. You should inspected the product discuss your location and deemed it appro- with your cellular ser- priate for its listed use. vice provider to de- It doesn’t guarantee termine whether or The Yagi 1800-1900MHz PCS Antenna from Wilson Electronics is compatible with that the device will not you’re actually PCS providers such as Cingular (www.cingular.com), Sprint (www.sprint.com), and solve your problem, in a location without T-Mobile (www.t-mobile.com). but it will help you that provider’s cov- avoid fly-by-night erage. If that’s the case, you will either companies who provide shoddy equip- have to make and receive calls outside ment. While searching the FCC Web your home or switch to a service site might not be the best way to go, a provider with coverage in your area. manufacturer will usually want to brag Fortunately, with the rise in popu- about their product and will say some- larity of mobile phones over the past thing like “FCC accepted” somewhere few years, cellular service providers in the product documentation. have spent millions to increase their Finally, you should also determine coverage across the United States, so whether or not it will be compatible this is becoming less of a problem. Of with your cellular phone. An amplifier course, just because you get service needs to match the network type of doesn’t mean that the quality will be When used with an external antenna, Wilson’s your phone. When looking at your good. If you have determined that Mobile Wireless Cellular Amplifier amplifies network type, look for acronyms like your residence is in an area with cel- and wirelessly broadcasts Verizon (www.ver 3G (third-generation cellular, which lular coverage, you might be losing izon.com) and Alltel (www.alltel.com) signals will include most newer cellular hand- signal due to your surroundings. inside your car. sets), CDMA (Code Division Multi- Metal, concrete, and glass all diminish ple Access), TDMA (Time Division the signal strength from the outside of Multiple Access), GSM (Global Sys- a building to the inside. If your apart- and rebroadcast weak cellular signals. tem for Mobile Communications) or ment is in the middle of a building The amplification can provide a boost EDGE (Enhanced Data for GSM or your home contains a lot of AC to cellular signal strength. If it’s a Evolution). Cellular service providers ducting, metal superstructure, or con- wired connection, you will need to will give you this information about crete, the signal just might not be connect the amplifier directly to your your specific handset, as will most reaching your cell phone. Wilson phone through your phone’s accessory reputable antenna or amplifier manu- Electronics also offers antennas that port, while a wireless connection is facturers about their products. mount on your roof or an exterior more universal since it doesn’t require When considering an antenna or wall and will draw in as much signal a direct connection to your phone. amplifier, you also need to consider as possible and might increase the cel- the frequency range of the device. All lular signal strength within your Problem: I’m interested in pur- cellular networks operate on a specific home or office. chasing signal boosting technology, frequency, measured in GHz (giga- but I don’t know what to look for. hertz) or MHz (megahertz), de- Problem: The cellular signal is so Solution: You will need to consider pending on whether the network is weak that an antenna won’t help. your own personal requirements be- analog or digital and the network type. Solution: If you drive in areas with fore you purchase an antenna or am- Your amplifier’s operational range will little cellular signal or your home is lo- plifier. Do you need a wireless signal, need to support the frequency of your cated in a fringe area, a passive an- or can you live with a wire connected handset in order to provide the appro- tenna (one that doesn’t require any to your phone in the car or at home? priate signal. Information about your power to operate) just might not be Is there a power supply available network and the hardware you’re con- enough. If you determine that to be where you plan to use the device? sidering should be available from your the problem, you can opt for a signal In addition to your usage prefer- service provider and the manufac- repeater or amplifier. These active de- ences, you should consider whether turer, respectively. RS vices require a power source such as a the device has been approved by wall outlet or cigarette lighter to op- the FCC (Federal Communications BY DAVID MILLER erate but will actually draw in, amplify, Commission; www.fcc.gov). FCC

74 www.smartcomputing.com / Fix Your Own PC PC COMPONENTS

Basic Troubleshooting Audio Cards

In between are hybrid designs that utilize a PCI card cabled to an external box, or a housing that fits into a drive bay, with var- ious jacks and controls. Product information. If you don’t know the make and model of your card—say, it came installed, and you’ve never needed to identify it before—you can find this infor- mation in Windows’ Device Manager. There’s more than one way to access the Device Manager, but the quickest is to right-click the My Computer icon and, from the pop-up menu, select Properties. Next, click the Hardware tab and the Device Manager button. Now click the plus (+) sign next to Sound, Video And Game Controllers to open its list and find the entry for your sound card. For further information, right-click the listing and select Proper- he function of an audio card, or sound ties from the menu. card, is pretty self-defining: It sends Working status. If your audio card is acting up, an audio signal out of (and may allow the symptoms will usually be obvious: no sound, one into) your PC. In addition to ana- poor sound, unexpected hardware behavior after in- log signals, some sound cards send stallation, and so on. We’ll cover each of these and andT receive digital audio through coaxial and/or op- more, but if you suspect that your problem lies with tical jacks. Many sound cards also handle MIDI your speakers, rather than your sound card, consult (Musical Instrument Digital Interface), a protocol “Basic Troubleshooting: Speakers” on page 140. for controlling and synchronizing electronic music gear and software. Problem: I’m not getting any sound at all . . . or Although their function is the same, sound I’m getting sound from some audio sources, but cards come in different forms. The most basic is a not others. circuit board that plugs into a computer’s PCI Solution 1: A problem this nebulous can stem (Peripheral Component Interconnect) slot. from one of several causes, so first eliminate the Because a PCI sound card’s faceplate has a limited things that would make you slap your forehead if amount of space, some manufacturers pack in you discovered them after an hour of serious effort. more connectivity options than there’s room for Software settings are a good place to start. Open the on the faceplate by including a breakout cable, an System Tray at the end of the Taskbar, click the octopus-like plug sprouting multiple audio inputs Volume icon, and make sure the slider isn’t set to and outputs. zero or the Mute box checked. At the other end of the design spectrum are ex- Solution 2: For a more thorough look at things, ternal sound cards, which aren’t cards at all, but pe- right-click the Volume icon and select Adjust Audio ripheral devices that route audio to and from the Properties. This opens the Sounds And Audio computer through a USB or FireWire cable. Devices Properties dialog. Under the Volume tab,

Reference Series / Fix Your Own PC 75 PC COMPONENTS Audio Cards

as described in Solution 2, then click the Hardware tab, select your audio card in the list, and click the Trouble- shoot button.

Problem: I’ve performed an oper- ating system upgrade or installed other software, and now my sound card isn’t working the way it used to or doesn’t work with the new pro- gram I installed. Solution: You may have introduced a software incompatibility to what had been a stable setup. First, check your card driver’s version number. Go to Windows’ Device Manager, right-click your sound card’s listing, and, from the pop-up menu, choose Properties, then click the Driver tab. Now visit your audio card manu- facturer’s Web site and see if they’ve issued any updated drivers for your card. If they have, download and in- stall the latest driver. Check the re- lease notes to see if they specifically cover what you might have installed Two audio cards, two different designs: M-Audio’s Audiophile 2496 ($129.95; www.m-audio.com) to cause the incompatibility. is a PCI (Peripheral Component Interconnect) card with a breakout cable. Creative’s Sound Blaster X-Fi Elite Pro ($299.99; www.soundblaster.com) pairs a PCI card with an external box. Problem: My audio has low levels of hiss, static, or crackling. click Advanced. Now you’ll see a Solution 4: Give your connections Solution: Internal sound cards can Volume Control mixer. This includes a thorough inspection. Make sure all be sensitive to EMF (electromagnetic sliders and mute boxes not only for the cables are firmly seated in their jacks. field) interference caused by such master volume, but also for compo- And if the cables are exposed, make system components as the power nents such as CD audio and the line sure they’re not frayed or damaged— supply and other circuitry. Fortunately, input for an external device. Make sure pets and small children can be effec- increasing the distance between com- these channels aren’t set to silence one tive gremlins. If you have an audio ponents by even a small amount can or more sources. system that requires its own power, eliminate, or at least minimize, EMF Also, if necessary, click the Audio such as a 2.1 speaker system with a problems. Try isolating your sound tab and make sure that the expected subwoofer, make sure it’s plugged in card by moving it to another slot, as far sound card is the device selected and turned on, with the volume up. from other components as possible. under Sound Playback. Solution 5: Try plugging the audio EMF problems can also come from Solution 3: Make sure that your card into another PCI slot. It’s pos- external devices: fluorescent lamps, audio card’s driver is properly installed. sible that the card is fine, but the slot cell phones, home entertainment Navigate to Windows’ Device Manager itself, or the bus that serves it, has gear, and other gadgets. If you’ve re- by right-clicking the My Computer failed. If you’re using an external cently placed anything of the sort in icon and selecting Properties. Click the sound card, try a different USB or your computer’s vicinity, unplug or Hardware tab followed by the Device FireWire cable, in case the original move it and see if that makes a differ- Manager button and open the Sound, has gone bad, as well as plugging the ence in your audio performance. Video And Game Controllers list. If cable into different jacks on each end. If your PC came with an integrated you see a question mark or an exclama- Solution 5: If you would like sound card, and you’ve determined tion point next to your card’s listing, or Windows to provide a guided walk- that the problem is internal interfer- if you don’t see it listed at all, reinstall through to pinpoint a problem, open ence, you’re not going to have a the sound card’s driver. Sounds And Audio Devices Properties quick fix. An integrated sound card is

76 www.smartcomputing.com / Fix Your Own PC PC COMPONENTS Audio Cards hardwired in as part of the mother- Solution: This sounds like an IRQ Some digital devices automatically board, which helps lower the price (Interrupt Request) conflict between reset to the sample rate they’re re- tag but introduces a greater possi- the card and another hardware device ceiving; others must be set manually. bility of EMF interference. If you or component. Windows’ IRQ system Where your PC is concerned, you’ll can’t live with it, you’ll need to install is its means of handling the continual likely set the sample rate in the sound a different card. stream of requests for the processor’s card driver’s control panel or in the attention. For smooth operation, software you’re using, such as record- Problem: I’ve tried replacing the components need a unique identi- ing software. integrated card with a new, better fying number. If two devices end up Also, some sound cards that offer PCI card, but it seems both coaxial and optical to operate erratically connections permit only or not at all. one to be active at a Solution: Before in- time. Check the card’s stalling a new audio control panel to ascer- card, disable the inte- tain that the connection grated audio card. Begin you want to use is the by deleting its driver. designated choice. Navigate to Windows’ As for bit depth, de- Device Manager (right- vices communicating at click My Computer, se- different rates will still The Volume Control mixer shows that the CD Audio is turned down. Now, aren’t lect Properties, click the be compatible, but it’s you glad you checked simple stuff like this first? Hardware tab and then better to send a lower- the Device Manager rate signal to a higher- button) and expand the Sound, Video with the same number, they’re asking rate destination. If, say, a 16-bit signal And Game Controllers list. Right-click for trouble. flows into a 24-bit destination, such as the driver and, from the pop-up menu a recording application, you’ll capture that appears, click the Uninstall option.GaWhuowt cadher okt. i itnsid soD’wMet Hhcltek ’vs cio higacdltCr-e;oli nrwyta(dn hDbr tPcfeogtv dMnreim gaoR,c rhsIteo pcktisvahe nlCitsdQret yncglup oeanh luSb n,erawotc syug’nRe,hiUnd tfoSravcIit sgemeiV Anktcido)e yaits nbhuod, gpslyibctnolu. ePfhcd,a rfbsgeotIln yProblem:,rmGIsi codkxeg Spa,st duirxetc.r ’laeb-.mitasliCle o esrnlortl I’m trying to run an audio the audio in full fidelity. Record a Next, disengage the integrated audio signal into or out of a digital jack on card by restarting your PC. As your my sound card, but I’m getting ugly system reboots, press and hold the noise in the signal, or no sound. proper key to access your BIOS (Basic Solution: First, let’s address how Input/Output System) settings. This digital audio differs from analog audio. varies according to manufacturer, but Digital audio is a data stream with two the DELETE key is the most common. settings, one of which is crucial to es- Once you’re in the BIOS, select the tablishing a digital connection. Advanced option (although we have The first setting is the sample rate. found the audio card under a category This denotes how many times per labeled Integrated Peripherals). Which- second an analog audio signal has its ever location you go to, look for an picture taken, so to speak, during the item called Onboard Audio, Audio conversion process. Music CDs use a Device, or something similar. Choose sample rate of 44.1kHz—each second its disable option, then press Escape consists of 44,100 slices of audio data. and select Save And Exit from the main The second setting is bit depth. This BIOS menu. After your PC boots into denotes the resolution for the volume Windows, shut it down, install the new of each sample. The higher the bit sound card, restart the PC, and install depth, the greater the resolution, the the drivers for the new sound card. smoother the sound, and the greater its Windows’ Device Manager is key to several dynamic range. Music CDs are 16-bit. troubleshooting procedures for your sound card. Problem: I’ve properly installed a For two digital audio devices new sound card, but it seems dead, or to communicate successfully—one 24-bit signal as a 16-bit file, however, the sound gets stuck on a small sending, the other receiving—they and you’ll be lopping off 8 bits of data, snippet of audio, or the machine need to communicate at the same which can degrade audio quality. RS manifests some other bizarre hard- sample rate. When they are, they’re ware behavior. considered locked. BY BRIAN HODGE

Reference Series / Fix Your Own PC 77 PC COMPONENTS

your drive in the drop-down menu at Basic Troubleshooting the top. InfoTool 4.03 reported our ND-3500AG’s firmware version, 2.16, in the Drive tab’s upper-right corner. CD/DVD Drives Universal Troubleshooting Steps You can solve many optical drive problems with these simple tips. If you’re wondering whether your drive is going bad, download Sony’s free DriveCheck diagnostic utility (sony .storagesupport.com/cdrw/diagnos tics.htm) and run it. Reading errors are usually due to smudged, scratched, or defective discs. Clean a troublesome disc with a CD/DVD cleaning spray from a con- sumer electronics store. The water vapor from your breath can do in a pinch. Wipe the disc’s recorded sur- face in straight lines from the inner hole to the outside edge with a clean, soft cloth. Never rub a disc sideways or in circles. Any contact with a cloth leaves microscopic scratches on a disc, but scratches that run radially from the center of the disc outward usually Ds for a quarter, DVDs for a All Will Be Revealed won’t cause skips like ones that follow dollar. Talk about cheap the spiral track of data around the C storage for your data. Open your computer’s case and disc. Occasionally run a special lens- With a DVD±RW or CD-RW look at your optical drive’s label to cleaning disc through your drive or drive and a disc-burning utility such find its brand and model number, disc player to remove dust from the as Roxio or Nero, you’re all set to such as the Lite-On SHM-165H6S. If laser lens. If all else fails, try reading make your own music, backup, and this is a hassle, open the Device the disc in a different drive. video discs. On the other hand, Manager by right-clicking there’s plenty that can go wrong. the My Computer icon, Burning CDs and DVDs with an choosing Properties. Then, optical drive still isn’t as easy as click the Hardware tab and copying files to a hard drive or USB the Device Manager button. memory key, although Windows Next, click the plus sign (+) Vista finally adds belated DVD- that’s beside DVD/CD-ROM writing support. Drives, and you should see There are many different kinds of your drive’s information, CD/DVD errors, including media such as _NEC DVD_RW defects, disc incompatibilities, play- ND-3500AG for the NEC back problems, drive errors, and ND-3500AG burner. software bugs. In this article, we’ll For some kinds of prob- tell you about some universal trou- lems, you’ll need to find out bleshooting steps that can fix the ma- your drive’s firmware ver- Most CD and DVD drives use the IDE interface. However, jority of these, or at least reveal the sion number, too. Down- some Plextors (such as this PX-755SA) and Samsungs are likely cause so you can try a new load Nero InfoTool (www SATA (Serial ATA) drives, and therefore don’t have the tack. We’ll also get into specific fixes .cdspeed2000.com) and in- jumper, cable, and DMA (direct memory access) mode issues for other problems. stall it. Run it, then choose that can crop up with IDE units.

78 www.smartcomputing.com / Fix Your Own PC PC COMPONENTS CD/DVD Drives

Writing errors may generate a of media. If the drive manufacturer’s warning in the burning software, or site lists a newer firmware version they may only show up later as skip- than the one InfoTool says your drive ping or stuttering audio and video or is using, consider downloading it and errors in burned data files. Defective updating your drive (called flashing CDs and DVDs aren’t uncommon, so the firmware). The drawback is that if try another disc. A different brand or the flashing session fails or is inter- type of media (such as a DVD-R in- rupted, your CD/DVD drive might be stead of DVD+R) might be in order. useless afterward. Hey, at least new Next, try writing at a slower speed, drives are cheap. such as 1X for DVDs or 4X to 8X for First, be certain that the firmware is CDs. Finally, try reading the help file There’s no major difference between regular for your specific drive model. Also, in your burning software or the FAQs CD-R/RWs and pricier ones marked “Music” or closely follow the instructions in the on the developer’s Web site. “Video,” but some standalone disc recorders update’s Readme file or on the down- Always store your discs in jewel require you to use the latter. load page. For example, some LG cases or sleeves to avoid scratches and drives require you to place them as dirt. Never toss a bare disc on your the Master, and only, device on the desk or dashboard if there’s anything to give the cached data somewhere to IDE data cable during a flash update. important on it. Finally, keep in mind go. Plan on at least 800MB of free Also, many firmware update utilities that too much direct sunlight, exces- space before you burn a CD, 5GB for require you to turn off your antivirus, sive heat, and prolonged humidity can a DVD, and at least 9GB if you’re antispyware, and other security appli- make any CD or DVD unplayable. writing a DL (double-layer) disc. cations during the update process. Defragment the partition before you Optical Irritations burn the disc to keep the hard drive Problem: A DVD you’ve burned from scattering the data and slowing doesn’t play back in a consumer If the universal steps above don’t down the process. player. The video or menu may freeze help you, perhaps the tip you need is after a few seconds, or it may gen- listed below. Note that some solutions Problem: Recording doesn’t work erate an “unknown disc” error. apply to more than one problem. correctly with a particular drive. Solution: In general, the newer the Solution: A firmware update may player, the more formats and types of Problem: Recording doesn’t always solve certain problems with your media it will support. Some players at work correctly with a particular burner and/or expand its compati- the low end may sacrifice some com- burning utility. bility with various brands and speeds patibility for an inexpensive price, Solution: Check the soft- however. And some stand- ware developer’s site for alone recorders might re- updates. The site might also quire that you pay extra have a forum or knowl- to use recordable media edgebase that could help marked “for video” as a you with error messages. sort of pre-emptive tax on Also, search for keywords unauthorized copying. such as the brands and The discs most likely to types of your drive and the play back without prob- discs you’re using, such as lems in consumer players Verbatim DVD+R 16X or are DVD-R, DVD+R, and Plextor PX-716. DVD+RW, in that order. Next, check your soft- DVD-RW wasn’t initially ware’s settings to find the designed to be a video cache or temp folder it playback format, although uses to temporarily store some consumer recorders files on the hard drive be- may support it. fore burning them to disc. If you want to make You should maintain un- If your LightScribe labels seem too faint even on the Best quality setting, DVD-Video discs with used space on that hard try LightScribe 1.2 media or download the Extended Label Contrast Utility DVD+R/RW media, your drive partition (such as C:) (www.lightscribe.com/support/index.aspx?id=306). drive might hold the key

Reference Series / Fix Your Own PC 79 PC COMPONENTS CD/DVD Drives

to better compatibility. CD-ROMs faster than Some DVD burners can 40X, although the drive’s change the book type of rated 48X or 52X. DVD+R/RW/DL discs, Solution: This behavior making them seem to be is intentional in many DVD-Rs or DVD-ROMs drives. Because prere- to players and drives. If corded CD-ROMs’ data your drive can do this, layers are generally made called bitsetting, you’ll see of aluminum with pits Book Type-related set- stamped into it, some discs tings in recent versions of may be slightly out of bal- burning software. Set the ance and/or might have Book Type to DVD-ROM structural weaknesses. At or DVD-R, and your disc rotation speeds above 40X, should stand a better some might even fly apart, chance of playback in damaging the drive and more players. Windows’ Device Manager will report the brand and model number of your possibly injuring some- CD or DVD drive, so you don’t have to open your computer case. one in front of the drive. Problem: Either an Plextor has even gone as SVCD (Super Video CD) or VCD far as to build tougher bezels that (Video CD) doesn’t play in a are designed to contain plastic consumer DVD player or on a shrapnel from disintegrating media. computer with DVD playback CD-R/RWs use a dye-based software, plays with video errors, recording layer, and don’t seem to or is only recognized as an MP3 be as vulnerable to this phenom- audio file disc. enon as CD-ROMs. However, im- Solution: Some DVD players properly applied labels can throw simply don’t support these types any disc out of balance. Also, any of discs. Others may play VCDs cracks in a disc can come under or SVCDs only if the discs were stress at high rotational speeds, authored with certain settings, causing the disc to shatter. which the VCD/SVCD/DVD cre- You can force some 48X and ation software may point out. 52X drives to temporarily bypass The same goes for DVD playback the 40X limitation by following the software, although the developer manufacturer’s directions. This may provide a patch or plug-in to Nero InfoTool (www.cdspeed2000.com) can tell you your usually involves holding down the enable this functionality. optical drive’s firmware version, plus just about anything drive’s eject button for a few sec- First, consult the DVD player’s else you want to know. onds until the activity LED (light- documentation for VCD/SVCD emitting diode) blinks and then support. If your DVD player al- inserting the CD-ROM you want lows firmware updates, as some DVD SVCDs with Nero 7 Ultra Edition’s to read at high speed. Plextor calls this recorders do, try updating it. Update NeroVision Express, but not with feature SpeedRead; other manufac- your DVD playback software if there’s Nero Express. turers use different marketing terms, if a later version you can download. Read up on your disc authoring they draw attention to this safety fea- You can also try burning a new disc at software’s settings for VCDs and ture workaround at all. Most drives will a slower speed and/or using a dif- SVCDs in its help file and options, as revert to 40X max speed after you eject ferent brand of CD-R. well as the support section of the de- the disc. You might find that different veloper’s Web site. Try different set- Note that most drives can only read burning software, even from the tings related to disc compatibility. If an optical disc at the maximum rated same developer, may make discs that all else fails, try options that make speed near the outer edge. The edge are compatible with your player. For nonstandard discs. of the disc is the last section to be an Apex DVD player with a check- recorded, so if a disc isn’t full, you’ll ered history of disc compatibility, as Problem: A CD-RW or DVD±RW never see those 48X or 52X transfer an example, we created compatible drive will not read prerecorded rates from it. Therefore, you may not

80 www.smartcomputing.com / Fix Your Own PC PC COMPONENTS CD/DVD Drives notice much of a speed difference there isn’t one available yet, try an- Your goal is a disc with all of its songs during typical use, although you may other brand of media. in its root directory. shave some seconds off of a CD rip or software installation. Of course, if a Problem: Your brand new Blu-ray Problem: A drive doesn’t read or $50 game CD-ROM does fly apart in or HD DVD drive doesn’t read or write discs properly, and may freeze your $35 drive, that’s $85 down the write to CDs. the PC temporarily, when set to the drain. In general, setting read speeds Solution: The first generation of Master or Slave jumper settings. above 40X isn’t really worth the risk. BD and HD DVD drives don’t sup- Solution: Some drives work best port CD media. Fortunately, record- with their jumpers set to the CS Problem: Pops and/or other noises able DVD drives do. Many cost less (Cable Select) setting. One such drive when playing back a music CD than $35 online, so if your computer was Sony’s DRU-820A with its initial you’ve burned. has room, run a DVD burner along- firmware version. Solution: The write speed may have side your blue laser unit. Shut off your PC. Move the DVD been too fast in comparison to the drive’s jumper to the CS setting, then data supplied by the original CD or reboot. If problems persist, turn off hard drive. Try recording at a slower the PC and try a different data cable. speed, especially if your burner is too old to have buffer underrun protec- Problem: Other owners of the tion, and leave the computer alone same drive report faster burning until the new disc is finished. times and read rates. If you’re copying one CD to an- Solution: Until recently, DVD and other on a computer, set the burning CD burners could get by with old 40- software to cache the music data wire ATA-33 data cables because they on the hard drive before writing it weren’t capable of sending more than to the blank disc. A hard drive will 33MBps. Today, some drives only typically be faster than the optical work properly with 80-wire ATA- drive reading the original CD, so it 66/100/133 cables, which actually still shouldn’t let the data stream dry up use the same 39- or 40-pin connectors during a burn. Defragment the hard The Blu-ray (25GB or 50GB) and HD DVD (High- as ATA-33 cables (the extra wires are drive partition designated for this Definition DVD) (15GB or 30GB) formats can for grounding). The rule of thumb is cache, and make sure there’s at least store much more than DVD±R/RW (DVD that when you install a new drive, use 800MB of free space on it. Recordable/Rewritable) (4.7GB) or DVD±R/RW the cable that came with it. If these steps don’t help, try a dif- DL (Dual-layer) (8.5GB), but current BD and HD Don’t forget to check that your drive ferent brand of CD-R. Verify that the DVD drives are way too slow and expensive. is running in DMA mode (see the drive’s data cable is connected se- “Your Hard Drive Is Much Slower” curely and shows no visible damage. Problem: Your car stereo can only problem in “Basic Troubleshooting: Make sure that the optical drive’s play MP3s on a CD-R from one Hard Drives” on page 85. Also, know jumpers are set correctly, meaning folder at a time, not from all the that different media, firmware versions, that it’s the Master device if it’s on the folders on the disc in one playlist. and burning software versions will have end connector on the data cable or Solution: Some car stereos and an effect on how fast your drive writes the Slave device if it’s on the middle other CD players are MP3-compat- discs, as will your overall system speed. connector. Also, check for updates to ible but nevertheless can’t handle your burning software. folders very well. Many music lovers Problem: You’ve downloaded an Samsung adds that some CD store each album in a separate fol- ISO file, but you can’t seem to burn recorders don’t write audio frame der on their hard drives, so it’s the disc image it contains onto a CD headers on music CDs, which can tempting, but not advisable, to or DVD instead of the ISO itself. cause noises during playback. create MP3 discs with the same Solution: When you start a project folder structure. The best way to or compilation in your burning soft- Problem: Your drive theoretically make an MP3 disc is to use Nero’s or ware, enable the option or setting to supports a new type of media, but it Roxio’s suggested applications. “Burn Image,” “Burn From Disc won’t burn it at its top speed. You can also drag and drop files to Image,” “Record Disc From Image,” Solution: This is the type of a CD-R in Windows XP or Vista. If or something similar. RS problem that a firmware update you do the latter, only transfer files to might fix, as mentioned above. If the disc, not the folders they’re in. BY MARTY SEMS

Reference Series / Fix Your Own PC 81 PC COMPONENTS

If you don’t have the original docu- Basic Troubleshooting mentation and still don’t know the model and manufacturer of your graphics card, then your last resort may be to physically open the case, remove the card from your system, Graphics Cards and inspect it for a sticker that identi- fies it. To locate your standalone graphics card with your case open, graphics card’s most find the VGA (Video Graphics Array) up-to-date driver. or DVI (Digital Visual Interface) port If you can access your that connects to your monitor cable. Windows Desktop, click This port is located on the back of the Start, right-click My standalone graphics card. For more Computer, and click details about removing your graphics Manage. Click Device card, refer to the Inspect Your Con- Manager from the left nections solution in the first problem. pane of the Computer Management window, Fix Your Graphics click the plus (+) sign beside Display Adapters If you notice problems with any- to expand it, and then thing you see on your display, then double-click the graphics you’ll probably need to troubleshoot adapter installed on your your graphics adapter. To eliminate our graphics card, or graphics system. Take note of the model and the possibility that your monitor is adapter, is the component of manufacturer as described on the the source of the problem, however, Y your PC responsible for pro- General tab. refer to “Basic Troubleshooting: cessing everything you see on the If you don’t see the Display Adap- Screens & Monitors” on page 100. computer’s display, including your ters option and instead see a yellow The following are a series of com- operating system’s GUI (graphical exclamation mark in front of Video mon graphics card-related problems user interface), software applica- Controller, then your computer can’t and possible solutions. If you don’t tions, videos, still images, and text. recognize your graphics card. To see your particular problem listed Depending on your computer, your verify this, right-click anywhere on below, download the latest graphics graphics adapter is either a stand- your Desktop, click Prop-erties, and card driver from the manufacturer’s alone graphics card or an integrated then click the Settings tab. If you see Web site, uninstall the existing driver, chip built into the motherboard. For Default Monitor under the Display restart the computer, and then install instance, most desktop PCs feature heading, then your computer is using the new driver. For more details, see graphics cards plugged into a PCI a generic display driver rather than the Resolve Driver Conflicts solution (Peripheral Component Intercon- one designed for your graphics hard- later in this article. nect), AGP (Accelerated Graphics ware. See the Resolve Driver Conflicts Port), or PCI Express slot on your section below for information on Problem: The PC seems to boot, computer’s motherboard. On the downloading and installing an up- but the display is blank. other hand, notebooks and small dated driver. Solution 1: Check your display. form factor systems commonly use You may not be able to view your Make sure your monitor is plugged integrated graphics adapters. Desktop if your graphics adapter is into a working power outlet, con- malfunctioning. In these instances, the nected to the appropriate VGA or Identify Your Adapter documentation that came with your DVI port on the graphics card or computer or standalone graphics card motherboard, and powered on. Also, If you suspect that your graphics is your best source of information check the VGA or DVI cable connec- adapter is causing problems with about the model and manufacturer. If tors for bent pins that may interfere your system, then a useful first step is your graphics adapter is an integrated with your video signal. to verify if your computer can recog- chip, then check the documentation Solution 2: Inspect your connec- nize it. Identifying your graphics for your motherboard or computer or tions. Check to make sure the gra- adapter is also useful for finding the check the PC manufacturer’s Web site. phics card is fully inserted into the

82 www.smartcomputing.com / Fix Your Own PC PC COMPONENTS Graphics Cards motherboard’s PCI, AGP, or PCI- AGP 1.0-compatible motherboard E slot. To check and reseat a can typically run an AGP 8X-com- standalone graphics card, start by patible graphics card, but it will shutting the computer down, un- only run at slower 1X or 2X AGP plugging it, unplugging the mon- speeds, resulting in poor graphics itor cable, and removing the PC’s performance. Also, newer mother- side panel. Touch a grounded boards may have multiple slots piece of metal to dissipate static that a PCI-E graphics card will fit electricity before touching any in- into, but these slots may operate at ternal component. Unless you different speeds. You’ll typically have a tool-free case, use a screw- want to install a PCI-E graphics driver to remove the screw that This graphics card from ATI requires a single 6-pin power card in the fastest slot available. secures the card bracket to the connector from the PC’s power supply. You may need to consult your case’s rear panel. If your graphics documentation or a manufactur- card requires one or two power er’s Web site for these details. connectors, disconnect them before video card documentation for the Solution 2: Resolve driver con- removing the card from the slot. recommended ranges. To resolve the flicts. Make sure you uninstall the Next, examine the slot that the gra- problem, remove the side panel from old graphics card driver and configu- phics card is plugged into. AGP and your case and examine the graphics ration software before installing a PCI-E ports typically have some form card for dust buildup. Use a dry cloth new graphics card or the latest of locking mechanism that holds the or canned air to remove the dust graphics driver for your existing card in place. Unlock the card by from your fans, vents, and compo- card. Even if you already installed the sliding, pushing, or pulling the latch. nents. Start the PC again to make new card or driver without unin- On some motherboards, you’ll need sure your case fans and graphics card stalling the old drivers, it’s best to to gently bend a tab while pulling the fan are working properly. download the latest driver for your card out of the slot. Slowly and care- Solution 2: Check your power new graphics card from the manu- fully pull the card straight out of the supply. If the video card has one or facturer’s Web site (if you haven’t al- slot and examine it for damage or more power connectors, make sure ready done so), uninstall the existing other obvious problems. Remove dust they are plugged into the power driver, and then reinstall the latest from the card and slot with a clean, supply. Intermittent restarts can also driver. Both Nvidia (www.nvidia dry cloth and reinstall the graphics be the result of an overtaxed power .com) and ATI (ati.amd.com) offer card, making sure to insert the card supply. Consult the documentation unified drivers that work for all fully into its slot. Plug in all the power that came with your computer or graphics card models of the same se- connectors that you unplugged and power supply to determine its wattage ries, such as GeForce and Radeon. restart the computer. capabilities and then make sure your If you plan to play games, down- graphics card doesn’t push your load the latest version of DirectX at Problem: Your system crashes system over that limit. For more www.microsoft.com/windows/di intermittently or when running information on troubleshooting rectx/default.mspx before uninstalling graphics-intensive applications. a power supply, refer to “Basic the old graphics driver. Save the latest Solution 1: Check your card’s Troubleshooting: Power Supplies” on driver and DirectX executable files to cooling. Your graphics card produces page 93. your Desktop and then uninstall the a lot of heat under normal condi- old graphics card driver and configu- tions. That heat output can dramati- Problem: Your system intermit- ration software. Installing the latest cally increase when running 3D tently freezes, reboots, or displays driver can also resolve graphics issues games and other graphically de- poor graphics performance. that sometimes appear after installing manding applications. Some com- Solution 1: Verify compatibility. Windows XP’s Service Pack 2. puters feature built-in sensors that let Before purchasing any new compo- To uninstall the old driver and you monitor your case temperatures. nent, you should always make sure that configuration software, use the Add If applicable, consult your documen- it will work with your existing hard- Or Remove Programs utility. In tation for information about your ware and software. Even if you’ve in- WinXP, click Start, Control Panel, PC’s temperature monitoring capa- stalled a PCI, AGP, or PCI-E graphics and then click (double-click in Classic bilities. Video cards all have different card into the appropriate slot View) Add Or Remove Programs. If recommended operating tempera- types in your PC, you may still en- you’re using Windows 98/2000, click tures, so consult your computer or counter problems. For instance, an Start, Settings, and Control Panel and

Reference Series / Fix Your Own PC 83 PC COMPONENTS Graphics Cards

then double-click the Add Or Remove mechanism on the slot), insert the your computer to fail to boot. Restart Programs icon. Scan the Currently other graphics card, and lock it in your computer and enter the BIOS Installed Programs list for the place. Plug in any necessary power ca- utility, commonly by pressing graphics card’s manufacturer and bles, close the case, connect the mon- DELETE, ESC, F1, or F2. You may then click the Remove or Change/ itor, and restart the computer. Once need to consult your computer or Remove button on all items that per- Windows loads, install the appro- motherboard manual for which key to tain to the graphics card. Now you priate driver and reboot. If everything press. Press the function key that loads can double-click the new driver’s exe- goes smoothly, you can assume that the default settings and then press the cutable file to install it. If applicable, your existing card is the cause of the designated Save And Exit key, which install the graphics card configuration problem. If the same glitch occurs, typically appears somewhere on the software and DirectX. you may need to troubleshoot an- BIOS screen. Your PC should load Solution 3: Install new mother- other aspect of the system. Windows after you exit the BIOS, and board chipset drivers. The chipset If the problems started after you in- you can then find out whether resetting on the motherboard is responsible stalled a new graphics card, try the old the BIOS fixed your problem. for communications between the card again to eliminate the possibility CPU and graphics card Problem: The display slot. For this reason, you flickers continuously. may be able to resolve Solution: Adjust the re- some graphics card prob- fresh rate. A low refresh rate lems by installing the latest can cause CRT (cathode-ray version of your mother- tube) monitors to flicker. board chipset’s driver. To To change the refresh rate, determine your chipset right-click anywhere on the driver, click the Start but- Desktop, click Properties, ton, right-click My Com- and click the Settings tab. puter, click Manage, select Click the Advanced button Device Manager from the and the Monitor tab and left pane of the Computer then click the Hide Modes Management Window, and That This Monitor Cannot then click the plus (+) sign Display checkbox to select it. in front of System Devices. The graphics card is typically located in the top-most PCI (Peripheral You may need to consult Your chipset should ap- Component Interconnect), AGP (Accelerated Graphics Port), or PCI your monitor’s documenta- pear as multiple entries in Express slot on the motherboard, just below the CPU. tion or the manufacturer’s this list. For instance, if Web site to determine the re- you see “Intel® 955X Processor to that the new card is damaged. Uninstall fresh rates your monitor supports. Use I/O Controller – 2774,” then your the new card’s drivers, shut the system the drop-down box to choose a higher chipset is the Intel 955X Express. down, remove the new card, insert the supported refresh rate. A refresh rate of Visit the motherboard or computer old card, restart the system, and re- 75Hz or faster should prevent screen manufacturer’s Web site to down- install the old card’s driver. If the flicker. Click Apply, click OK, and close load the driver. Install it and restart problem is resolved after you reinstall the Display Properties dialog box. your computer. the old card’s driver, and you have Solution 4: Try another graphics eliminated the possibility that there is a I Can See Clearly Now card. If you have access to a spare hardware or software conflict, then you graphics card, you can eliminate the can assume that the new card is faulty Troubleshooting your graphics possibility that another aspect of your or has been damaged. card can be frustrating because often system is causing the problem by Solution 5: Reset the BIOS to de- you won’t see any error messages or swapping the problematic card with faults. Often, improper settings in the on-screen prompts that might clue the spare. Shut the computer down, BIOS (Basic Input/Output System) you in to the source of the problem. dissipate static electricity by touching utility can wreak havoc on your system. But you’re not flying blind. Anyone a metal portion of the case, and then For more specific information on navi- can resolve a vast majority of graphics unplug it. Next, remove the monitor gating the BIOS, see www.smartcom adapter problems using the proce- cable from the back of the graphics puting.com/rs1101/bios. Always exer- dures listed above. RS card, remove the existing graphics cise caution when changing the BIOS card (making sure to open the locking settings, as one wrong move can cause BY ANDREW LEIBMAN

84 www.smartcomputing.com / Fix Your Own PC PC COMPONENTS

Basic Troubleshooting Hard Drives

our PC’s hard drive affects some common mal- nearly everything your com- adies for single (non- Y puter does. It stores your op- RAID [redundant array erating system, your applications, of independent disks]) your games, and your personal files. If hard drives, as well it “forgets” a few bytes of data, you’ll as a few relatively un- get errors, hangs, and possibly a loss common ones. to spot because it of any documents or photos you uses a wide ribbon haven’t backed up yet. Drive(rs) License Or Other Form Of ID cable instead of SATA’s In addition, your PC hits your hard skinny cables. In the drive for data much more often than Before you start to research a po- Device Manager, look under IDE the slower CD/DVD drive or Internet tential problem, jot down the model ATA/ATAPI Controllers for your IDE connection. In a very real sense, then, numbers of the parts involved, such or SATA controller chip’s name. If an your hard drive is your computer’s as the hard drive and controller chip expansion card handles data flow to main bottleneck, because it’s the or card. You may be able to ID all the your hard drive (the drive’s data cable slowest data-moving device your parts involved without cracking open connects to a card instead of the moth- system commonly accesses. If your your computer case. If your PC uses a erboard), it might be listed under SCSI hard drive slows down, your entire controller card rather than a con- And RAID Controllers instead. computer becomes less responsive troller built onto the motherboard to and fun to use. And if it breaks, run your hard drive, however, you nothing else works. may need to open the case to check Universal Troubleshooting Steps This article delves into basic trou- the card’s brand and model number. When you suspect your hard drive bleshooting for these mass storage In the Device Manager (right-click is having problems, before you do devices. We’ll get into solutions for My Computer, choose Properties, anything else, open your computer’s and click the Hardware tab), look case and make sure that its power and under Disk Drives for your hard data cables (both ends) are snugly at- drive’s model number, such as HTS tached. Back up your personal data to 548040M9AT00. A Google search of another hard drive, a DVD, or a CD. that number will likely lead you to Try not to replace an earlier backup if the drive manufacturer’s site that’s your only copy of the data, as and an ID of the drive’s ad- you don’t want to overwrite a good vertised name, such as backup with possibly corrupted files. Travelstar 5K80. Next, update your controller’s driv- Consumer desk- ers in case there’s a later bug fix you top hard drives need. If you’ve combined hard drives come with ei- in a RAID, make sure you download ther IDE (In- and install a RAID-compatible driver. If your tegrated Drive Scan for errors. In Windows Ex- only com- Electronics, also plorer (right-click Start and choose plaint about called ATA [Advanced Explore), right-click a partition on your hard drive is Technology Attachment], your hard drive, such as C:. Select how noisy it is, start PATA [Parallel ATA], EIDE Properties, the Tools tab, and Check shopping for a low-decibel [Enhanced IDE], or DMA [direct Now under Error-Checking. Click model. Seagate offers some memory access]) or SATA (Serial both options’ checkboxes to enable a of the quietest drives around. ATA) interfaces. An IDE drive is easy longer, more thorough scan of your

Reference Series / Fix Your Own PC 85 PC COMPONENTS Hard Drives

bad sectors, which will After Disk Cleanup, defragment erase the data stored on your drive so that it stores data in a them but will also more orderly manner. In Windows prompt the hard drive XP, right-click the drive letter, choose to map out the de- Properties, and click the Tools tab fective areas so that and Defragment Now. The nice thing they’re never used about third-party programs such as again. Allow the over- Diskeeper (www.diskeeper.com) or write, then run another Raxco PerfectDisk (www.raxco.com) full scan afterward. is that most can move the apps you When your drive has a use most to areas of the hard drive clean bill of health, that take less time to access. This can eject the SeaTools CD shave a second or two off the time it The Device Manager tells you your hard drive’s and controller’s or diskette and reboot. takes to launch an app. Watch out, model numbers, which is essential troubleshooting information. Drives are dispos- though—on rare occasions, defrag- able. Most drives de- ging the partition with the currently velop a few bad sec- running OS (operating system) on it, drive, including every bit of its disk tors over time. This isn’t a big deal. such as the C: drive, can cause prob- surfaces. Finally, click Start. A scan of On the other hand, if your drive ac- lems such as file system errors. your C: drive may require a reboot. cumulates more bad sectors every If the scan turns up errors on your time you run a scan, it’s probably Problem: Your hard drive is sud- drive, or if Windows runs erratically gradually failing. If so, replace the denly much slower. or not at all, restart your PC and drive. Like power supplies and RAM Solution: To check an IDE hard enter the BIOS (Basic Input/Output modules, hard drives are replaceable, drive, launch the Device Manager. System) setup, usually by pressing not fixable, commodities. If your Under IDE ATA/ATAPI Controllers, the DELETE or ESC key during the drive gets wiggy on you, it’s time to right-click Primary IDE Channel (this boot process. Enable SMART (Self- buy a new one. may be called Parallel ATA Controller Monitoring Analysis and Reporting on some motherboards, such as those Technology) monitoring, if your hard Hard Problems using nForce chipsets). Next, choose drive supports it. This setting can be Properties and click the Advanced in several places in the BIOS, but it’s If error and surface scans come up Settings tab (or the Primary Channel usually in menus having to do with clean, your hard drive probably or Secondary Channel tabs, if pre- the hard drive, SATA, and/or IDE set- works fine. Of course, some of the sent). Make sure that your hard drive’s tings. Save your changes and exit. data stored on it could be at fault. Transfer Mode is some variation on Next, use a different computer to Rolling your PC back to an earlier Ultra DMA. You may first need to set download Seagate’s SeaTools (www time with System Restore or unin- the Transfer Mode to DMA If Avail- .seagate.com/support/seatools) and stalling and reinstalling a trouble- able or uncheck the Let BIOS Select install it on a bootable CD-R or some application may help. Transfer Mode box, depending on the floppy diskettes. Boot your problem If not, read on for some possible settings available to you. PC with SeaTools in the CD or floppy fixes for various problems. Many hard SATA drives can run slightly drive. Use a PS/2 (Personal System/2) drive maladies and remedies overlap, slower without certain settings en- mouse instead of a USB one to avoid so it’s worthwhile to try everything abled, too. Under IDE ATA/ATAPI having to navigate SeaTools with the listed here. Controllers in the Device Manager, TAB key, the Spacebar, the arrow right-click a SATA Controller entry keys, and combinations of ALT + un- Problem: Your computer seems to and choose Properties. In its Ad- derlined letter keys, such as ALT-N run slower over time. vanced Settings, Primary Channel, or for Next. After the utility loads, run a Solution: After checking for errors, Secondary Channel tabs, as applic- full scan of the suspect hard drive. run Disk Cleanup (in My Computer, able, make sure that read and write Click View Report to read the results, right-click C: or another drive letter, caching are enabled, as well as should a yellow or red circle icon in- then choose Properties and Disk Command Queueing. dicate trouble. Cleanup) to free up storage space. If your drive has some bad sectors, Make sure there’s at least 1GB of un- Problem: Your computer suddenly you’ve lost the files stored on them. used space on the drive, or Windows doesn’t recognize a drive previously SeaTools will offer to overwrite the won’t run as fast as it should. in use.

86 www.smartcomputing.com / Fix Your Own PC PC COMPONENTS Hard Drives

Solution: If you’ve recently worked changing the jumper setting, install a on, press DELETE or the indicated inside your computer, you might have controller card that circumvents the key to enter your BIOS setup. Find inadvertently bumped a data cable motherboard’s 137GB limitation. the boot priority device list, adjust loose. It’s very easy to nudge a SATA For a 3Gbps (gigabits per second). it, and save your changes when data cable out of place, so check that SATA hard drive, you might need to you exit. If you have multiple hard these are snug. set a jumper on it to change it to drives, you may need to choose In one isolated case, we once found 1.5Gbps (150MBps [megabits per which drive is the boot device in a a drive’s SATA power connector to be second]) mode to get an older con- separate setting. unreliable. If your SATA hard drive troller to recognize it. This will limit has both SATA and Molex (4-pin) the drive’s speed negligibly, if at all, Problem: A drive is noisy. power connectors, unhook the former but it may solve a compatibility issue Solution: If it’s a new noise, espe- and connect the latter. You should with a 1.5Gbps controller. cially a loud or unusual one, the never attach both types of power hard drive could be failing. Make hookups to a drive, however. Problem: Your PC doesn’t power sure it’s not just a fan or an imbal- on or occasionally crashes after you anced disc in your DVD drive that’s Problem: Your computer doesn’t add a hard drive. whining or howling. recognize a new hard drive you’ve Solution: If your power supply unit If your hard drive is only noisy just added. doesn’t have enough amperage on the during periods of heavy seek activity, Solution: For an IDE drive, verify 12V and 5V rails to fire up your PC check to see whether the manufac- that you’ve moved its plastic jumper with the addition of a new drive, con- turer offers a download that can near the power and data ports to the sider removing less important devices change your drive from its perfor- correct pins. Set the drive on the or upgrading your PSU (power supply mance mode to a quieter mode with end connector of the data cable to unit). Flip forward to “Basic Trouble- acoustically optimized seeks. The Master (a boot drive may work best as shooting: Power Supplies” on page 93 drive will act slightly slower after the the Master device on the Primary in this issue for some tips. change, but it shouldn’t be as loud. Channel), and any other hard drive Certain drives such as the Maxtor or CD/DVD drive on the middle Problem: After a hard drive is dis- D740X with standard bearings are data cable connector to the Slave connected from and then recon- audible even when idle. Most cur- setting. Don’t use the Cable Select nected to your PC, the computer rent drives use fluid dynamic bear- jumper setting unless it’s necessary to won’t load the OS and reports that ings, which help eliminate the whine solve a drive problem. However, if there’s no boot device. that older drives can emit. You can you’ve just built an external drive out Solution: When some BIOSes de- replace the drive with a quieter of a spare hard drive and an enclosure tect that a hard drive is removed, model, such as a Seagate drive. Look kit, the kit manufacturer might rec- they automatically change the de- for a maximum dB (decibel) rating ommend Cable Select for best results. vices in the boot priority list. in the 28dB or lower range for near- You may also need to update your However, most of these BIOSes silent operation. RS motherboard’s BIOS to the latest ver- don’t reverse the changes when the sion. Follow the manufacturer’s in- missing device is reattached. BY MARTY SEMS structions to the letter. During your PC’s POST (power Often, installing a SATA or ATA/ on self test) when you first turn it 133 controller card solves a lot of compatibility issues, espe- cially on an older motherboard. After you install the controller card according to its instruc- tions, connect the hard drive’s data cable to the card instead of the motherboard. To get a recent, high-capacity IDE hard drive to work on an older motherboard without a card, try limiting the drive’s ca- pacity to 137GB with a jumper setting, if present. If it works after Once you’ve located your drive’s model number, Google it to find its name and specs.

Reference Series / Fix Your Own PC 87 PC COMPONENTS

latest version, double-click the file, and Basic Troubleshooting click the Motherboard entry in the Hardware section. The most impor- tant information you’ll need when troubleshooting is the model and SMBus type. It is highly recommended Motherboards that you visit the computer or motherboard manufacturer’s f momma ain’t happy, no Web site every few months to one’s happy. That old joke download and install the latest I is just as true for com- motherboard driver software, puters as it is for people, at and you’ll need to know the least where the computer’s exact model of the mother- motherboard is involved. board to obtain the right The motherboard is the software to perform this up- large circuit board that every grade. Keeping the driver up- other computer component to-date helps eliminate bugs connects to, and it serves as the in your system, improves sole communications conduit hardware compatibility, and between those devices. When may even boost your com- the memory banks need some puter’s overall performance. data from the hard drive, when Motherboard problems a video game needs informa- are notoriously difficult to tion from the video card, a key troubleshoot because many is pressed, the mouse is moved, of the problems experi- or any other action is performed by enced with them are also any piece of hardware, the mother- associated with particular board routes the output to the appro- signs of corrosion. Also, look for cor- hardware devices. For example, moth- priate input. This universal role means rosion and signs of bulging on all of erboard problems can cause system that when something goes wrong with the barrel-shaped capacitors on the lockups, but trouble with memory, the computer, it could be a bad piece motherboard, as these types of damage video cards, and power supplies can of connected hardware, or it could be a indicate the need for a motherboard also freeze the computer. If the com- malfunctioning motherboard. replacement. If any part of the mother- puter refuses to turn on, it may be a The motherboard is hard to miss board is cracked, scratched, or has a motherboard issue, but it is more when you open the computer’s case. It soldered-on component that has likely to be a problem with the hard holds the expansion cards, the memory broken loose, a complete replacement drive or with Windows. Damage to modules and the processor, and also is also in order. the motherboard can cause hardware has connections for the cables coming Finally, make sure the ends of all ca- malfunctions, and improper mother- from your hard drive, CD or DVD bles are pressed completely into their board settings can cause hardware in- drive, and other components. Check to respective slots. Moving internal cords compatibilities, but faulty hardware see that all of the expansion cards and and cables out of the way to make generally is to blame. Despite their memory modules are fully seated in room when removing or adding com- complexity, motherboards are pretty their respective slots and that all locking ponents can sometimes pull cables reliable if the drivers are up-to-date, clips or other restraining devices are loose, causing the hardware on the and you should always troubleshoot completely closed. Cards and memory other end of that cable to malfunction. other hardware before focusing your modules are not properly seated if a The best place to find out the exact attention on the motherboard. large portion of the metal contacts on motherboard your computer uses is to Motherboards are very susceptible to the bottom of the unit are visible above look in the documentation that came damage from static electricity so be sure the motherboard slot, or if metal con- with the system, but there are a to touch a grounded piece of metal be- tacts at one end stick up more than number of free tools that provide even fore you start poking around. Better those at the other end, indicating that more information than the manual still, get a grounded wrist strap, which the unit is seated crooked in the slot. does. One of the best tools is System should be available at nearly every com- Look closely at the metal contacts Information For Windows (free; puter store, and always wear it while on expansion and memory slots for www.gtopala.com). Download the working inside the computer’s case.

88 www.smartcomputing.com / Fix Your Own PC PC COMPONENTS Motherboards

Problem: Nothing happens when I Solution: Those beeps you hear are video rather than a separate video press the power button. diagnostic codes that indicate the card, install a video card in the moth- Solution: In rare cases, the power motherboard has detected some se- erboard’s video expansion slot and button itself breaks, so open the case rious trouble. The beeping patterns change the BIOS setting to bypass the and inspect the button for damage be- and their meanings differ depending integrated video hardware. If none of fore trying anything else. If that isn’t on the type of motherboard you have, those options work, you may need to the cause, then the motherboard may so you’ll need to refer to the mother- replace your system’s motherboard. be fried due to electrical damage, but board’s documentation or contact the You can learn more about tweaking a this problem most often happens after manufacturer to find out the specifics. BIOS in “Basic Troubleshooting: you install a hardware component and BIOSes” at www.smartcomputing accidentally unseat the motherboard’s Problem: When I press the power .com/rs1101/BIOS. internal power plug from its socket. button, the computer seems to boot Problem: I just installed a new The size and shape of this socket (the fans run properly, for example) video card or sound card but the new (and sometimes there are two separate but nothing appears on the monitor. one isn’t detected. sockets) varies depending on the type Solution: This indicates a problem Solution: Many motherboards have and age of your motherboard, but the with the video card, the monitor, or integrated sound and video hardware, documentation that came with your the motherboard’s integrated video or and the problem in this scenario is that computer should let you know where video expansion card slot. Check the the motherboard isn’t switching audio to look. You are looking for the power cable between the video output and or video responsibilities over to the supply’s ATX (Advanced Technology the monitor, make sure the monitor is new hardware device. To force your Extended) plug, which has either 20 or turned on and set to the appropriate motherboard to relinquish control to 24 pins, and the ATX socket, which input, and reboot the computer. If the new add-in card, you must disable has an equal number of holes to ac- there is still no video, open the case to the integrated audio or video hardware commodate the power pins. Some make sure your add-in video card (if using the motherboard’s BIOS settings. motherboards that have 20-pin ATX you have one) is seated properly and This procedure differs from mother- sockets also have a 4-pin ATX socket secured into place. If that’s not the board to motherboard so you’ll need to located elsewhere on the board, and problem, remove the video card ac- consult the computer’s manual. both of these must be powered by sep- cording to the instructions it came arate cables for the motherboard to with, connect the monitor to the Problem: I have to install a new function. All you need to do is make motherboard’s integrated video output hardware component or remove an sure the power plugs are fully seated (if your motherboard has an integrated old one, but the force needed to in- in the sockets and the computer video output—not all do), making sert or remove it seems excessive, and should boot. sure to enable the appropriate BIOS I’m afraid I’ll crack the board. (Basic Input/Output System) setting as Solution: No component should Problem: When I press the power detailed in the computer’s manual, cause the motherboard to flex when it button, nothing appears on the mon- and see if that works. If your system is inserted or removed, let alone cause itor and the computer begins to beep. uses the motherboard’s integrated enough force to threaten cracking the board. If this problem arises when in- serting memory modules, check the edges of the memory slot to make sure any locking clips are completely opened. Most memory module clips are designed to lock into place auto- matically when the module is fully seated in the slot, but you may need to manually push each clip into its completely locked position. Another common problem when inserting memory modules is that some are designed to be pressed straight down into the slot while others are designed to be inserted at a The contacts on expansion cards are the shiny silver or gold metal bars that are seen here. Make slight angle and then swung into a sure they extend evenly from any expansion slot, and never touch the metal. vertical position, where they lock into

Reference Series / Fix Your Own PC 89 PC COMPONENTS Motherboards

Solution: Bad memory modules aren’t very common, but test the com- puter with a different module if pos- sible to see if the one you originally installed was a dud. The most com- mon cause of this problem is that some motherboards require that memory modules be installed in pairs. Most RIMM memory modules, for ex- ample, must be installed in pairs that match exactly in speed and capacity or they won’t work. Newer systems that support dual-channel DDR SDRAM (Double Data Rate Synchronous Dynamic Random Access Memory) modules will work when the memory modules are installed singly, but per- formance is enhanced (sometimes dra- When a video card requires external power plugs (two of them in the case of this energy-hungry matically) if you install matched pairs card) make sure your power supply is up to snuff. of RAM modules instead (i.e. you get better performance using two 512MB place. Look at the instructions that PC won’t boot or reboots itself at modules than from using a single 1GB came with the modules or the docu- random times. module, even though the overall mentation that came with the moth- Solution: Inexpensive computers memory capacity remains the same). erboard to see which insertion often come with very basic power sup- Check the manual carefully when in- method your memory slots require. plies that can’t provide enough elec- stalling memory to make sure you When inserting expansion cards, tricity to accommodate the fastest place the modules in the correct slots. particularly video cards, look for video cards, multiple hard drives, or locking clips that must be opened be- other power-hungry components. Problem: The computer never fore the card is inserted or held open Unfortunately the total wattage ratings keeps track of time properly. as the card is inserted. Most modern most power supply manufacturers Solution: Motherboards have a motherboards have video card slots apply to their products overstate the CMOS (complementary metal-oxide with locking mechanisms that must amount of electricity they can consis- semiconductor) memory area that is be manually held open when a card is tently output, so even if you add up all used to store the time, date, and essen- removed, so look for one before acci- of the wattage used by your compo- tial data the PC used when starting up. dentally applying excessive force nents and it comes in under the stated The CMOS must be constantly pow- when you remove the card. Never output of the power supply, these ered to retain data, even when the PC is rock an expansion card or memory types of problems can still happen. turned off or unplugged, so it is at- module back and forth to get it into First you should remove the newly- tached to a small battery. Open the place or you risk damaging the metal added hardware and see if the com- case, find the small silver battery on the contacts, and never put pressure on puter runs in its original configuration. motherboard, and remove it carefully. the side of the card or the memory If it does, you’ll likely need to upgrade Take it to a battery or electronics store module or you’ll risk breaking off the to a new power supply or replace the to find an exact replacement, put the delicate plastic slot. Don’t touch any new component with something that new one in, and access the BIOS or metal contacts on the motherboard uses less wattage. Be sure to check CMOS setup screen to make any neces- or the hardware, and be extremely carefully with the manufacturer before sary changes to the BIOS, as those set- careful when screwing or unscrewing ordering a new power supply because tings are lost when the battery is expansion cards into place, because if some motherboards, like those found removed. If you don’t see a silver bat- the screwdriver slips it can scratch in a lot of Dell systems, use proprietary tery, the motherboard may use a sol- and ruin the motherboard. connections that prevent the installa- dered-on battery, in which case you’ll tion of a third-party power supply. need to have it professionally replaced Problem: I just installed a new or purchase a new motherboard. RS hardware component that requires Problem: I installed more memory a power connection, and now the but Windows doesn’t recognize it. BY TRACY BAKER

90 www.smartcomputing.com / Fix Your Own PC PC COMPONENTS

Basic Troubleshooting Ports

ou wouldn’t be able to in- resetting the port by re- teract with your PC very well starting your PC and re- Y at all if it weren’t for PC ports. connecting the device. If Ports are the pathways for connecting this doesn’t work, it’s hardware devices to your computer. time for some trial-and- Lots of important devices use ports, error troubleshooting. such as monitors, keyboards, and To try to determine printers. With the advent of the USB whether the port or a port, it became easier to connect a malfunctioning device is wide variety of gadgetry to your com- causing the problem, connect the key you need to press to enter your puter. Now you can transfer photos hardware device to another com- PC’s BIOS, watch for a message as your from a digital camera, connect a flash puter. If it works, the problem may be system starts for the key(s) to press. drive, and synchronize your PDA related to the port. If you don’t have Repeatedly pressing the key(s) as your through USB ports. another computer available, you can computer is starting helps to ensure try plugging a different device into the you press them at the correct moment. How To Obtain Port Information port. For example, if you plug a key- When the BIOS setup screens ap- board into a USB port and it’s not pear, take care not to inadvertently To identify the types of ports in- working, try a USB mouse or flash change settings. The on-screen display stalled on your computer, you can drive. If it works, you can focus on should note how to exit the screens check the specifications that came with troubleshooting the nonworking pe- without saving changes, if you need to. your PC. You can also check the PC ripheral device and not the port. As you review the BIOS information, manufacturer’s support Web site to look for the BIOS version and write it find information about ports and con- General Port Troubleshooting down. You can check the manufactur- nections included with the model of er’s Web site for BIOS update instruc- your computer. But the most reliable Problem: My hardware works tions after you exit the BIOS setup. method of checking port information when it’s connected to a different Next, check the BIOS settings for is the Windows Device Manager. To PC’s USB/parallel/serial port, but not the port you are troubleshooting. Port open Device Manager, right-click My on this PC. What should I do next? settings are normally located in the Computer, click Properties, click the Solution: If you determine the Advanced menu. If your computer is Hardware tab (if present), and click probable cause is not a hardware Device Manager. For parallel and serial issue, the next steps are to check the port information, click Ports in the list computer’s BIOS (Basic that appears in the Device Manager Input/Output System) window. For USB information, click settings and to check for Universal Serial Bus Controllers. upgrades to the com- Double-click an item to display its puter’s BIOS. Properties dialog box with additional To check the BIOS set- details about the port. up screens, you press a key or key combination Port Problem Or Hardware Problem? as your PC is starting, be- fore Windows begins to Because you use ports to connect pe- load. Common setup ac- ripherals such as printers and PDAs to cess keys are DELETE, An external USB hub, such as this model from Adaptec, can give your computer, inoperable hardware is ESC, and F function keys. your computer more USB ports. However, they can also cause a symptom of a port problem. Try If you’re not sure which problems for some USB devices.

Reference Series / Fix Your Own PC 91 PC COMPONENTS Ports

newer, the BIOS setup screens may Check the Power tab in USB Root Hub not include port information. If that’s properties to check the power usage. the case, simply exit the BIOS to con- To access the Power tab, open the tinue the PC startup. Device Manager, expand Universal If the BIOS setup screens contain Serial Bus Controllers, and double- settings for the port you are trou- click the USB Root Hub. In the Prop- bleshooting, check to make sure the erties dialog box, click the Power tab port is enabled. You may need to en- and check the Hub Information area able additional features, depending on for details about power usage. Repeat the hardware device you want to con- this process for each USB Root Hub nect to the port. For example, if you are listed in the Device Manager. working with a parallel port for your printer, you may need to enable bidi- Printer (Parallel) Ports & Serial Ports rectional capabilities in the BIOS. ECP (Extended Capability Port) mode is a The Device Manager provides information Problem: My printer won’t print to bidirectional parallel port standard that and tools for managing system components, the parallel port. lets modern printers communicate including parallel, serial, and USB ports. Solution: To determine whether a with your PC and vice versa. Check printing problem is due to a faulty your documentation for instructions. parallel port, try sending data to the If the port continues to malfunction Solution: External USB hubs are parallel port through the command after you check the BIOS information, either self-powered (obtain power prompt. Click Start, click Run, type you can move on to troubleshooting from an AC/electrical outlet) or bus- command in the Open box, and Windows settings with the Device powered (obtain power from the USB press ENTER. In the command Manager. To open Device Manager, port on the PC that it’s plugged into). prompt window that displays, type right-click My Computer, click Prop- Bus-powered hubs can only handle dir > lpt1 and press ENTER. You erties, click the Hardware tab, and low-power USB devices that use may need to type this more than click Device Manager. For parallel and 100mA (milliamps) or less, such as once to send enough data to the serial port information, click Ports in mice, keyboards, joysticks, or USB de- printer to cause a page to print. If a the list that appears and expand vices that are self-powered (use an AC page does print, the printing Universal Serial Bus Controllers for a power connector). They can’t handle problem is not related to the parallel USB issue. (NOTE: If you are using devices that require 100 to 500mA of port, and you should troubleshoot Windows 98/Me, check the Microsoft power, such as video cameras, scan- the printer. See “Basic Trouble- Knowledge Base article at support ners, and external drives. If the device shooting: Inkjet Printers” on page .microsoft.com/kb/133240/EN-US for is a high-power device, attach it to a 122 and “Basic Troubleshooting: details about using Device Manager.) USB port on the PC or purchase and Laser Printers” on page 128 for more In the Device Manager, look for install a self-powered hub. Or you can information about dealing with error messages or symbols (such as an try distributing high-power and bus- printer problems. exclamation point on a yellow back- powered USB devices across your ground) next to the controller or near PC’s USB ports, so that not all high- Problem: I connected a serial de- items in the expanded list. If a mes- power devices are on the same ex- vice to my computer, and Windows is sage or symbol does not appear, check ternal hub. not detecting it. each item in the expanded list by Solution: The problem may be that right-clicking it and clicking Proper- Problem: None of my USB devices Windows is misinterpreting the hard- ties. Check the Device Status box to work when plugged into the USB ware as a nonserial device and is not determine if there is an error associ- port on my computer. enabling the port. Microsoft has cre- ated with the device. If so, follow the Solution: Verify that the power re- ated a tool to help you enable and dis- suggested solution. quirements of the USB port are not ex- able serial ports. For a link to download ceeded. USB devices can draw a the tool, see Microsoft Knowledge Base Troubleshooting USB Ports maximum of 500mA per connection. article 819036 at support.microsoft If a device attempts to draw more than .com/kb/819036. RS Problem: When I use my external this, Windows may disable the port USB hub, Windows does not recog- until the system power cycles. In addi- BY CARMEN CARMACK nize the device I attached to it or it tion, if the device draws less than stops working. 50mA, the port never becomes active.

92 www.smartcomputing.com / Fix Your Own PC PC COMPONENTS

particular should look deeper into a Basic Troubleshooting PSU’s specs, especially the tempera- ture (such as 50 degrees Celsius, or 122 degrees Fahrenheit) at which the manufacturer logged those specs. If the rated temperature is lower than Power Supplies the typical temp inside a running computer, such as 25 C, the PSU will be less efficient and provide less about 6 inches wide by power during normal use. The 3.5 inches tall by sev- hotter the temperatures, the weaker eral inches long, with a a power supply will be due to in- mass of wires coming creased resistance. Also, the number out of the front of it. of amperes on each 12V rail (sepa- Most PSUs have one or rate circuit) is important because more fans that vent high-end graphics cards require rela- warm air out the back tively large amounts of power. of the PC. Put It To The Test Identify The Suspect If you suspect your power supply Should you need to has failed, you can check it with an verify your PSU’s brand inexpensive testing device. One ex- and model to look up ample with a long name sells for its specs or seek tech $14.99 at www.frozencpu.com/psu- any computer users never support, you’ll need to read its label. 165.html. know what a PSU (power This probably will require you to open If you have access to another power M supply unit) is until they your PC’s case. supply with sufficient wattage and the have a problem with one. Most of the Power supplies are marketed pri- same connectors, try it in place of the time, a power supply just works, marily by wattage ratings. This is old one. You don’t have to physically which is why users who don’t tinker both a blessing and a curse. It’s a install the second unit in the case, but with their PCs may have never no- blessing because in general, a novice you do have to disconnect the old one ticed that they own one. If your com- can pretty much assume that a cur- from each device and use the power puter suddenly stops working, starts rent-generation PSU with x number connections from the spare PSU. to generate errors, or randomly shuts of watts and the right connectors will Alternatively, a repair shop can run a down (especially after you install a handle his computer’s needs, and quick test for you with a known good new device), the PSU should be one more often than not, he’ll be right. power supply. of the first suspects on your list. There’s no real penalty Technically, what we call a power (and even some power- supply is actually a switching trans- saving benefits to be former. It transforms AC (alternating had) from purchasing a current) into DC (direct current). It power supply with “too also reduces the voltage from 110 much” wattage, save a volts to 12V, 5V, and 3.3V to run the higher price. On the CPU, hard drives, and other devices. other hand, manufac- Instead of using a “wall wart” or a turers don’t all report black adapter in the middle of a their products’ wattage power cord, like a notebook or an ex- the same way, and there ternal hard drive, a computer keeps are many caveats and its power supply inside the case. It’s electrical formulae be- the device that the main power cable hind that deceptively connects to. In a tower-style case, simple number. you’ll usually see the power supply Performance enthu- A typical power supply looks like a metal box with wire near the top and rear. It’s a metal box, siasts and gamers in harnesses sprouting from one side.

Reference Series / Fix Your Own PC 93 PC COMPONENTS Power Supplies

meant to be reused af- hard drives and DVD/CD drives, re- ter they’ve taken one for quire 12 volts to run. For this reason, the team. many servers start up their hard drives If other devices or in a staggered sequence so that they room lights aren’t work- don’t overtax the PSU. This feature is ing either, check your possible with SATA (Serial ATA) hard home’s breaker switches. drives, but as yet, staggered spin- If none have tripped, try up isn’t commonly supported in another outlet, then an- desktop PCs. other power cord. Your next steps require a test- Problem: The PSU sparks, makes er device or a spare PSU noise, or smokes. as outlined above, or a Solution: Sometimes, power sup- repair shop. plies die quietly. At other times, they Just about every tower-style PC has its power supply located in go out with a bit of drama. the upper-rear corner of the system’s case. Problem: Brownouts, If there’s a popping noise, a burning weird errors, or a dead smell, smoke, or sparks when your PC PC since a new device suddenly stops working (usually when was added. you turn it on), immediately unplug it. Solution: A common Make sure that nothing is on fire, then problem with a premade open the computer case. See whether computer from a major anything looks scorched or blackened, manufacturer is a power especially on the motherboard. If not, supply that’s just good perhaps your power supply failed. Your enough for the devices main concern now is to make sure that that shipped with the PC. it didn’t take other devices with it. Add a new multicore pro- If you have a spare PSU, replace the cessor or a hot new video old one and its power cord. Only con- card or two, and you nect the replacement to the mother- might find that the com- board, the video card (if necessary), Four screws usually hold a PSU in place. However, this Lian-Li puter works erratically and the floppy or CD drive. Plug in computer case uses an additional plate to mate the power under load, if at all. If your computer, insert a bootable supply to the case’s rear panel. your upgraded system floppy or disc, and try to start your dies every time you start PC. If possible, use a floppy made with up a taxing game such as MemTest86 (www.memtest86.com) Powerful Problems F.E.A.R., for example, you might need because this utility will test your CPU, a stronger PSU. And if your PC doesn’t RAM (try installing only one RAM Most power supply troubles stem work at all after the upgrade, either the module at a time if you encounter er- from one device or upgrade too many, new device is defective enough to cause rors), and motherboard for problems. so several of the following problems a major electrical problem, or the total If your PC boots, and a few minutes and solutions overlap to some degree. wattage your PC now requires to run is of MemTest86 indicates no problems, more than the PSU can supply. shut the system off. Reconnect one de- Problem: The PC doesn’t turn on. Also, make sure that your PC’s fans vice (such as the hard drive) and boot Solution: Before you try a different provide enough airflow. As men- the PC. If that device seems OK, repeat PSU or a tester as described above, tioned above, a hot power supply the process until you’ve discovered any check that the master switch on the doesn’t provide as much current as a damaged components. Hopefully, back of the PSU is turned on. Make cooler one, all else being equal. you’ll only have to replace the old sure the cord is firmly plugged in on Note that your power supply may be power supply. Don’t forget to throw both ends, and that your surge pro- ready and willing to supply more cur- away the dead PSU’s power cord, too. tector is powered on. rent to devices that run on 5V or 3.3V If the surge protector has tripped due power, but that doesn’t matter if the Problem: The PC’s case fans are to a power spike, its reset button may 12V devices overwhelm the 12V rail’s too loud. be sticking out. If so, buy a new one. capability. Most power-hungry devices, Solution: Some PSUs’ “Fan Only” Most consumer surge protectors aren’t from the CPU to the graphics card to line supplies 12V to fans with Molex

94 www.smartcomputing.com / Fix Your Own PC PC COMPONENTS Power Supplies connectors, which runs them at hand, a cutting-edge PSU might full speed; others send a lower not have a plug that a 6-year-old voltage for quieter operation al- motherboard needs. For older beit with less airflow. Some motherboard connections, you power supplies adjust the will need to research and buy a power on the Fan Only circuit PSU with the correct plugs. by case temperature. Device connections are more If your Molex-style fans run forgiving. You’ll find many in- too loud, install a fan controller expensive adapters for sale on- in a drive bay. You’ll find them line or at computer stores. on major reseller sites such as Many adapters, such as Molex- Newegg (www.newegg.com) as to-PCI-Express and Molex- well as on enthusiast sites such to-SATA, are included with as FrozenCPU.com. particular graphics cards or Intrepid tinkerers with pin After you remove its retaining screws and disconnect all its motherboards. Note that some removal tools from Frozen- power plugs, your power supply should slide out the back of SATA hard drives can accept ei- CPU.com might reverse the pins the PC. Don’t let the power supply fall into the case. ther SATA or Molex power con- in the fan’s connector so that it nectors, but you should never takes 5V (from the red wire) instead of Problem: Your computer requires attach both to a drive at the same time. 12V (from the yellow wire). Most fans connectors the PSU doesn’t have. will run very quietly on 5V, although Solution: Current PSUs have a va- Problem: Molex connectors don’t they won’t move as much air. If you do riety of plugs to support recent and fit together easily. this, switch the pins for the black near-future motherboard require- Solution: This problem seems to ground wires on the inside of the con- ments, such as a 24-pin main power crop up more and more in recent nector, too. Note that bigger fans, such connector that splits off 4 pins to fit in years, and it happens with PSUs from as 120mm, may not run on 5V. an older 20-pin socket. On the other well-respected vendors as well as value brands. The trouble seems to be that the male and female metal pins inside the Shopping For A New One connectors just don’t seem to fit as snugly as in Molex connectors of yes- ower supplies are meant to be 80 to 85% or better means your elec- teryear. Each pin has “wings” that flare P replaced, not fixed, so trouble- tricity bill shouldn’t suffer, and a noise out after the pin is inserted into the shooting a PSU usually ends in shop- rating of 28dB or less means your new plastic connector during manufacture. ping for a new one. Whatever you do, PSU’s fans probably won’t make your These wings act like the barb on a fish- don’t go cheap with an off-brand. As PC any louder. hook, making it difficult for the pin to with RAM, a low-quality power supply If you play PC games, shop for a come back out of the connector. If means you’re more likely to experience PSU labeled “SLI Ready” and/or OEMs make the pins out of thinner errors and hangs, with reboots and “CrossFire Certified”. These indicate metal to cut costs, the wings won’t be random shutdowns thrown in. Stick that the power supply meets the re- as rigid. The result is pins that “float” with a good brand such as Corsair quirements to run two video cards si- around in the connector instead of (www.corsairmemory.com), Enermax multaneously, should you ever want staying centered. Obviously, this (www.enermaxusa.com), FSP to upgrade your PC in this way for makes it harder to connect two plugs. (www.fsp-group.com.tw), OCZ faster 3D performance. More powerful Try grasping the juncture of the (www.ocztechnology.com), or PC graphics card combos require beefier wires and the base of the connector Power & Cooling (www.pcpower.com). PSUs, so check specific card/PSU com- using your thumb and forefinger. A long warranty is a good indicator of patibility at Nvidia’s site (www.nvidia Usually, this puts pressure on the pins relative quality. .com) for SLI or AMD’s site (www so that they all point in roughly the A PSU in the 400W to 600W range .amd.com) for CrossFire. same direction. As you attach the con- will be more than enough for most Of course, many power supplies nector to a device’s plug, wiggle it a users for the next several years. with sufficient amperage (at least 17A little. Assuming the pins aren’t dam- Support for EPS12V ensures good on each 12V rail) and connectors will aged, the connector should slide in. RS compatibility with your next mother- run dual graphics cards even without board upgrade. An efficiency rating of these certifications. ❙ BY MARTY SEMS

Reference Series / Fix Your Own PC 95 PC COMPONENTS

Basic Troubleshooting Processors

echnology writers often refer on page 88. You to the processor as a comput- choose the article T er’s “brain” because it handles that seems to fits much of your system’s data pro- your PC’s trouble cessing. The similarity doesn’t end and follow its trou- there: as with a brain, the processor is bleshooting steps. extremely fragile. You can damage it If one article doesn’t solve by bending its pins, by gouging its the problem, you’ve just protective casing, or by running the eliminated that part as processor without a heatsink. the trouble source; now follow the other article’s steps. Make & Model processor will reduce your heatsink’s Problem: I recently installed a new ability to adequately cool your CPU. If your computer can boot into processor. Now my PC runs slowly. Remove your heatsink and then Windows, you won’t have much Solution: Reseat the processor inspect the CPU and CPU socket. trouble identifying your CPU’s model in the motherboard’s CPU socket. Although motherboard sockets vary number. The easiest way to find it is to Whether you installed a new CPU or by motherboard manufacturer (and right-click the My Computer icon on a new heatsink, you may not have socket type), most have a lever or your Desktop and then click Proper- seated the processor correctly. This similar mechanism that locks the ties. When the System Properties problem affects both CPUs that have processor firmly into the socket. Lift window opens, the General tab’s Com- pins and CPUs that lack pins; if the this lever and then press the edges of puter section lists your CPU’s manu- processor sits at even a slight angle, the processor gently to make sure it is facturer, model number, and speed. the heatsink won’t sit flush against the flush with the socket. Next, snap the CPU’s protective shield. Even small lever back into place, according to Is Your CPU The Problem? gaps between the heatsink and the your motherboard’s instructions. Be sure to secure the lever gently to avoid If your PC has an ailing CPU, it will jolting the CPU out of place. probably display some dramatic symp- Next, you’ll need to remove the toms: Windows may crash or freeze, or thermal paste (or thermal pad) from your system may not even start its the top of the CPU and bottom of POST (power on self test) when you the heatsink. To remove the old boot up the PC. In some cases, a CPU thermal material, drip rubbing al- that isn’t sitting properly in its socket cohol onto a lint-free cloth (PC en- will run Windows very slowly. thusiasts often use coffee filters) and Unfortunately, a defective mother- then rub the CPU and heatsink board may have similar symptoms, lightly. Once the alcohol dries, you which makes it difficult to identify can apply new thermal paste (follow the source of the problem (unless, the thermal paste’s instructions to of course, you have a similar CPU or make sure you apply the appropriate motherboard on hand, in which case amount of paste). you can swap it with your system’s cur- If your old heatsink included a rent part). If you’re not sure wheth- thermal pad, instead of thermal er your CPU or motherboard is the The System Properties Window lists basic paste, consider buying a new heat- problem, read this article and see “Ba- information about your computer’s processor sink: once the thermal pad softens sic Troubleshooting: Motherboards” and system memory. (from your CPU’s heat), it fills the

96 www.smartcomputing.com / Fix Your Own PC PC COMPONENTS Processors heatsink’s microscopic divots. Thor- When the BIOS appears, use the ar- be sure to spray out the spaces be- oughly removing a used thermal pad row keys to find your BIOS’ Status or tween the CPU heatsink’s fins. is more difficult than removing used Health section, which should display Step 4: Check your system’s air- thermal paste. your CPU’s temperature. flow. Although fancy PCs sometimes Finally, reattach the heatsink ac- Step 2: Check the CPU heatsink/fan. have exotic cooling systems, such as cording to its instructions. Make sure Your processor’s metal heatsink quick- special fan designs or watercooling, the heatsink sits flush against the ly pulls heat away from the CPU. The most PCs have a standard cooling processor. Before you power on your fan, which sits at the top (or, on some setup: one or two intake fans at the system, check to see if the heatsink’s models, the side) of the heatsink, forces lower-front portion of the PC suck power cable is connected to the moth- cool air through the heatsink’s fins to cool air through the front panel and erboard’s connector (your heatsink remove heat from the heatsink. If your push it over the hard drives and into won’t do much good if the fan doesn’t heatsink fan power cable detaches from the system. Then, a fan at the upper- spin to dissipate the heat). If your com- the motherboard, the fan won’t spin back portion of the case sucks the puter still runs slowly, the CPU isn’t and the processor will quickly overheat. internal air (including the hot air the problem. See “Basic Trouble- Make sure the heatsink fan’s power coming from the CPU heatsink) and shooting: Your PC Starts Slowly” exhausts it out the rear of the PC. on page 56 or “Basic Trouble- Make sure your fans are func- shooting: Your PC Runs Slowly tioning and that cables aren’t dis- Or Erratically” on page 59 to check rupting the airflow from the front out other troubleshooting tips. to the back of the PC. You can use plastic cable ties to bunch ca- Problem: My computer some- bles together and run them away times crashes or freezes, or dis- from the PC’s center. plays other odd behavior. Solution: Check for and fix Buying A New Heatsink overheating problems. Heat is your computer’s worst enemy, Although new CPUs generally whether you live in hot or mod- include a heatsink, many PC erate climates. If your PC doesn’t equipment sellers offer OEM Double-check the heatsink fan’s motherboard connector have a strong airflow, susceptible CPUs that don’t have heatsinks or before powering on your system if you’ve recently moved components, such as the hard traditional packaging. Whether your PC or performed maintenance inside the case. drives, video cards, and the CPU, you’re buying a heatsink for an will behave erratically or slowly. OEM CPU or simply want to re- Although newer CPUs have much connector is plugged into the mother- place your current heatsink, you’ll want better protection against heat than board connector marked CPU and to consider a couple heatsink features their older counterparts (most new then power on your system without re- as you shop. processors have heat shields that cover placing the PC’s side panel so you can For one thing, make sure your new the processor die and help rapidly dis- make sure that the fan is spinning. heatsink supports the motherboard’s tribute heat to the PC’s heatsink), all Step 3: Dust your PC. Although a processor socket. If you buy a new processors suffer when their temps PC that stands on the floor will suck AMD Athlon 64 processor that uses rise too high. We’ll show you how to up more dirt and pet hair than a PC the AM2 motherboard socket, for ex- identify common heat issues. on a desk, your system is vulnerable ample, you’ll need to buy a compatible Step 1: Check the CPU temp via the to dust no matter where it stands. heatsink. The heatsink’s packaging lists BIOS (Basic Input/Output System). Dust collects on components and the sockets it supports. Your motherboard has a built-in fea- traps the heat, reducing the effective- Also, consider a copper heatsink (or ture that determines your processor’s ness of your PC’s fans. Speaking of an aluminum heatsink that has copper temperature. Although CPU manu- those fans, many PCs have a filter that heatpipes). Although aluminum is less facturers offer max temperatures for sits between the PC’s front fans and expensive than copper, it can’t dissi- individual processor lines, you can its front panel. If you haven’t cleaned pate heat as efficiently. If you’re wor- generally expect your CPU to operate this filter (you can usually pull it from ried that your current aluminum efficiently at temperatures in the 40 the bottom of the front panel), your heatsink isn’t providing enough CPU to 45 degree Celsius range. To check dirt-laden filter may be causing air- cooling, try a copper device. RS your CPU temperature, press DELETE flow problems. Use a can of com- as the PC boots to enter your BIOS. pressed air to clean out your system; BY JOSHUA GULICK

Reference Series / Fix Your Own PC 97 PC COMPONENTS

Basic Troubleshooting RAM

hen you boot your OS (op- assume you’re running erating system) or launch your RAM at its rated W an application, your com- speed, voltage, and tim- puter grabs data off the hard drive and ing specifications. You stores most of it in solid state RAM, or can find these by search- random-access memory. RAM is much ing for the RAM’s model faster than a hard drive or other storage number on the manufac- medium, so it makes a computing ses- turer’s site, and you can sion more responsive and the user verify and/or adjust them more productive. However, if there’s a in many motherboard’s minuscule defect anywhere in a RAM BIOS (Basic Input/Output module’s silicon chips, and it drops a System) Setup (during bootup, press however, as most DIMM manufac- 0 or a 1, the file stored in that location DELETE, ESC, or the indicated key). turers build their modules using RAM becomes corrupted. The result is that chips from semiconductor foundries your OS or application will crash, The Very Model such as Samsung. freeze, or report errors. This article tells you how to trou- Windows won’t tell you a DIMM’s Universal Troubleshooting Steps bleshoot RAM with universal testing (dual inline memory module) brand tips as well as solutions for common and model number, so shut off your Bad RAM can manifest itself in var- problems. For stability reasons, we’ll PC and pop open your computer case. ious error messages, application hangs, Remove one of your RAM and OS crashes. If malware scans come modules by pressing the up clean, System Restore doesn’t help, retention clips on either and your computer’s power supply is end of the module down- known to be good, RAM should be ward (toward the mother- your prime suspect in this case. board). As the clips pivot Memtest86 (www.memtest86.com) away from the DIMM, is free RAM testing software that’s ex- they’ll simultaneously lift tremely easy to use. After you down- it out of the slot. load it, you can create a bootable CD Hopefully a label on the or floppy diskette with it, depending module’s chips or metal on the version you choose. Restart heat spreader will tell you your system with the bootable me- the module’s brand and dium in its drive, and Memtest86 will model number, such as automatically test your memory until Corsair CMX256A-3200 you press ESC to stop it. (Make sure C2. There may be several your floppy or CD/DVD drive comes similar alphanumerical before the hard drive in your PC’s markings, so be prepared boot device order in the BIOS.) You to search for each mark- should allow the utility to run at least ing on the manufacturer’s one complete pass, which may take New types of RAM use different edge connectors to keep site until you can confirm most of an hour. users from placing them in older memory slots. From top to which one is the model We downloaded Memtest86 3.2 as bottom here’s DDR2 (double data rate), DDR, and regular number. Don’t look up an ISO (International Organization for SDRAM (synchronous dynamic RAM), followed by truly the numbers printed on Standardization) file by clicking the ancient EDO (extended data output) and Fast Page DRAM. individual memory chips, self-explanatory link. We then used the

98 www.smartcomputing.com / Fix Your Own PC PC COMPONENTS RAM free IMGBurn utility (www documentation to determine .imgburn.com) to create a which slots should work best bootable CD. At this writing, with the number and size of the link to the floppy version’s your RAM module(s). handful of files was called Download – Pre-Compiled Problem: You can’t run Memtest86 v3.2 Installable your RAM in dual channel From Windows And DOS. To mode, which allows the CPU make a bootable diskette with to access both sticks simulta- it, run the file called Install neously for a slight perfor- .BAT. Both Memtest86 down- mance gain. loads are compressed in the Solution: Both the moth- ZIP format, so if your OS can’t erboard and processor must open ZIPs as WinXP and Vista support dual channel memo- can, use a compression utility ry access. For example, a 939- Sometimes it helps to eject your RAM modules and reseat them. If such as WinZip (www.winzip pin Athlon 64 CPU supports you seat the DIMMs deep enough into their slots, the retention .com) to extract Memtest86’s dual channel, but a 754-pin clips on the ends will flip up into place. ISO or files. Athlon 64 CPU can’t. Also, Troubleshooting errors. If you must place the pair(s) your diagnostic utility reports any er- airflow over the RAM and other de- of DIMMs in particular slots, which rors, turn off your PC and remove all vices. Carefully blow out any dust. are color-coded on some mother- but one stick of RAM. Re-run the Also, verify in the BIOS that the RAM boards. Dual channel mode may not memory diagnostic for a while with is running at its specified voltage, such work well unless you use identical each DIMM by itself until you’ve iso- as 2.2v. RAM modules. lated the module with a problem. Try the troubleshooting solutions in the Problem: Your RAM works with Problem: The metal heat spreader section below, as applicable. one motherboard, but not another. covering the module doesn’t touch all If you have access to another PC Solution: Check the motherboard the chips. that uses the same type of RAM, put manufacturer’s site for compatibility Solution: Your best option is to your suspect memory in it and run with specific brands and model num- send the RAM module back for re- Memtest86 on that computer. If no bers of RAM modules. Note that some placement, if it’s still under warranty. errors surface, the RAM might be in- motherboards may be compatible with If your warranty coverage has run compatible with the memory con- particular sticks of memory only at out, you can try removing and re- troller in the original motherboard’s slower timings (such as a CAS [column seating the heat spreader. Buy some chipset (for Intel-based PCs) or in the address strobe] setting of 4 or 5) or FSB double-sided thermal tape from an processor (for AMD Athlon 64, X2, (front side bus)/system bus/Hyper- enthusiast site such as FrozenCPU Sempron, and FX-based computers). Transport speeds, such as 667MHz. .com. Next, carefully work off the If a DIMM causes errors consis- Timings refer to how often (usually in heat spreader’s clips with a small tently or intermittently on both PCs, CPU clock cycles) different operations screwdriver. Remove the metal heat you can bet it’s defective in some way. happen in the RAM, whereas the spreader halves, then clean the old Contact the reseller or manufacturer FSB/system bus/HT speed describes tape residue from it and the DIMM’s about replacing it or getting a refund. the rate of data transfer between the chips with isopropyl alcohol. If either RAM and the CPU. You may be able to heat spreader piece is bent, straighten Lapses Of Memory change some or all of these settings in it so that it will make better contact the BIOS. Other boards may require with the chips. Sometimes bad things happen with you to slightly increase the voltage to Apply new thermal tape to the heat good RAM. Here’s a list of common the DIMM slots in order to get the spreader halves, then attach them to problems and possible fixes. RAM to run stably. the RAM module in the correct posi- tions. Squeeze the spreader halves Problem: Errors start only after the Problem: The RAM is approved for firmly over each pair of chips to help PC has been running for a few min- your motherboard, but it’s still the thermal tape adhere, then reattach utes or during heavy workloads. causing problems. the spreader’s clips. RS Solution: Check that the PC’s fans Solution: Try different DIMM are all running and that there is decent slot(s). Consult the motherboard’s BY MARTY SEMS

Reference Series / Fix Your Own PC 99 PC COMPONENTS

Basic Troubleshooting Screens & Monitors nlike other PC components, you connect a dif- when your monitor isn’t ferent monitor to U working exactly the way you your PC to see if the expect it to, it’s relatively easy to see problem persists. If what’s wrong. Blank screens, over- it does, the issue saturated displays, wavy lines, and likely stems from other issues are easy to spot. The cure, the graphics card though, isn’t always as evident. and not the moni- Before trying a fix, first take stock tor. Or, you can plug of your device and note the manufac- the monitor into a different PC. If the by a button on the monitor’s bezel. turer and model number. Then, ei- problem still exists, it’s likely an issue OSDs let you change settings in- ther view the documentation that with the monitor. cluding contrast and brightness. came with the monitor or visit the Because OSDs vary from one manu- manufacturer’s Web site for detailed Monitor Adjustments facturer to the next, we recommend information. If your difficulty is with, you view your product documenta- say, improperly sized application win- Sometimes the images on your tion or visit the manufacturer’s Web dows, knowing the device’s specs may monitor just don’t look quite right, site for a description of how to use the make all the difference when trou- but you can often overcome those is- OSD for your monitor. In addition, bleshooting the problem. One spec to sues by making a few monitor adjust- overhead lighting, especially fluores- pay close attention to with an LCD ments. Here are several ways you can cent light, or outdoor light streaming monitor is the native resolution. Na- fix these kinds of problems. into in your office may create a glare tive resolution is the resolution the that makes the display appear washed monitor is designed for, and it is Problem: I can see the images on out. (NOTE: With fluorescent lighting, based on the number of pixels in the my display, but the display is either try to sit facing the same direction as display. When your monitor is set to too light or too dark. the length of the bulbs. This can help its native resolution, the picture you Solution: Get to know your on- minimize eyestrain and headaches.) see will be of the best quality possible. screen display controls. Almost all And, keep in mind that one of the monitors have an OSD (on-screen Problem: The image isn’t centered more difficult tasks, when faced with display) function, or a list of image on the screen, and there’s a black a troublesome display, is figuring out quality adjustments, that is controlled border along the sides (or one side) whether the problem lies with the of the screen. monitor itself or the graphics card. Solution: Along with controlling a The graphics card, also known as a display’s contrast and brightness, the video card, is the device in your PC on-screen display typically controls that controls all of the images and how the entire display appears on your colors displayed on the monitor. screen. In a perfect world, the display Therefore, we’ll cover some monitor will cover the screen entirely, with no issues here first and give you some black borders. Sometimes, however, tips on when it might be necessary to the display is shifted horizontally troubleshoot your graphics card. If The OSD (on-screen display) feature typically or vertically. That’s where the OSD you suspect the problem may lie with lets you manually adjust contrast, brightness, comes in handy, because it has a ver- the graphics card, we recommend and display position. tical or horizontal adjustment control.

100 www.smartcomputing.com / Fix Your Own PC PC COMPONENTS Screens & Monitors

Again, if you don’t know how to monitor. In this case, start the PC in work your display’s OSD, consult your Safe Mode. When booting the ma- monitor manufacturer’s documenta- chine, press the F8 key until the tion for instructions. Startup menu appears. Select Safe Mode. When the Desktop appears, Problem: The image colors aren’t open the Control Panel. In Classic very sharp, or I see faint flickering, or View, double-click the Display icon. my application windows are too large Select the Settings tab. Move the or too small. Screen Resolution slider bar to the Solution: While these problems monitor’s native resolution (check may seem unconnected, they likely your monitor manufacturer’s instruc- have one thing in common: the meth- tions or Web site if you don’t know od for solving them. The Windows the monitor’s native resolution). Display Properties feature regulates Click Apply. many items relating to how images appear on your display. Right-click Problem: A snowy display, streak- the Desktop and select Properties Upping the refresh rate on your CRT (cathode- ing colors, or other unclear display. from the context menu. In the Dis- ray tube) monitor can eliminate flickering. I’ve tried the above solutions, but play Properties dialog box, select nothing seems to work. the Settings tab. If your monitor’s Solution: Your monitor’s hardware image colors are somewhat muted, isn’t the only thing that affects your it could be that you aren’t taking display. Sometimes the fault lies with full advantage of the available color the graphics card, in which case no depth. In the Color Quality drop- amount of fiddling with the monitor down menu, select the highest avail- will fix an unacceptable display. We in- able option. For newer systems, this vite you to read “Basic Trouble- is 32-bit color. shooting: Graphics Cards” on page 82 On the other hand, if the program for more information. windows are too large or too small, you’ll want to change the screen reso- The Monitor Is Not Working Properly. lution settings. The optimal setting will depend upon several factors, Some display problems are worse including your eyesight and your than simple image quality issues. monitor’s native resolution (if you’re What if your monitor doesn’t display using an LCD monitor). You’ll find If your computer is automatically shutting anything at all, or mysteriously shuts the appropriate setting with a bit of down after a period of time, change the power down? Don’t worry, you can usually trial and error. Remember that the saver settings to Never. fix those problems too. higher the resolution, the sharper (and smaller) the images. Move the Problem: I turned on the com- Screen Resolution slider bar in the Problem: An “out of range” mes- puter, but all I see is a black screen. desired direction and click Apply. sage appears on the LCD. Solution: When faced with a “dead” If the problem is screen flicker, it Solution: As with many monitor monitor, it may be easier to bring it could be that the refresh rate, or the problems, if you see an “out of range” back to life than you think. Before rate at which the monitor redraws the error message on your display, your you place that frantic phone call to screen, is set too low. Click Advanced first step should be to check the cables tech support, take a good look at your in the Settings tab of the Display and make sure all connections are se- hardware setup. Even we (yes, we Properties dialog box. Click the cure. If they are, it could be because freely admit it) have been momen- Monitor tab and check the Hide your monitor is trying to display data tarily stumped by a blank screen, only Modes That This Monitor Cannot but can’t because it doesn’t work with to realize that a co-worker (or child, Display checkbox to select it. From your computer’s settings. This is or spouse, or cat, or you name it) has the Screen Refresh Rate drop-down more typically the case with LCD hit the power switch on the monitor, menu, select the highest available screens, and it happens when the PC’s inadvertently or perhaps intentionally speed. Click OK. Close the Display settings for the screen resolution and turning the unit off. Check the cable Properties dialog box. refresh rates do not work with the that runs between the monitor and

Reference Series / Fix Your Own PC 101 PC COMPONENTS Screens & Monitors

the PC, and unplug and replug it to Solution 2: Windows 98 users may verify the connections are solid. Also, run into similar “wavy line” difficulties check the power supply and ensure it with some makes and models of moni- is firmly connected both to the mon- tors. For example, if you’re using a itor and to the outlet. MAG DX-1795 monitor, a solution to wavy lines on a display may be to man- Problem: The monitor tends to ually install your monitor. Open the turn off unexpectedly. Control Panel via Start, Settings, and Solution: Assuming the cable con- double-click Display. Click the Settings necting the PC to the monitor is firmly tab. Click Advanced. Select the Mon- in place (if not, this can also cause the itor tab. Clear the Automatically monitor to shut down), the solution Detect Plug & Play Monitors check- likely lies in the Power Saver settings. box and click Change. Click Next. Windows PCs have a power saving fea- Click Display A List Of All The Drivers ture that powers down your monitor In A Specific Location and click Next. after a predetermined amount of time. Changing the screen resolution can lead to Click Show All Hardware. In the You may wish to disable this fea- larger or smaller application windows. Manufacturers box, select the monitor ture completely. To do so, open the brand and choose the model in the Control Panel. (If using Windows XP, Models box. Click Next and follow the for the purpose of this exercise, switch to fix this on your own, but you may on-screen instructions. to Classic View.) Double-click the be able to get a replacement monitor Power Options icon. Select the Power from the manufacturer. Manufacturers Problem: Photos and other images Schemes tab. From the Turn Off have varying standards for what consti- that look great on the display don’t Monitor drop-down menu, select tutes an unacceptable monitor when it look as good when I print them. Never. Click OK. (NOTE: Even if you comes to dead pixels, and most of them Solution: Invest in high-quality want to keep the power saver feature en- lay out that information in black and paper and fresh ink . . . and know that abled, keep in mind the system generates white on their Web sites. HP, for in- there’s no perfect solution to this a power surge when the monitor turns stance, notes that LCD monitors under problem. It’s just a fact of life; what back on. Setting the monitor to shut off warranty are allowed a maximum of you see on the screen does not always after a short time, of, say, 10 minutes, three bright pixel defects (a bright pixel match what you print. This may not is counterproductive.) on a dark background), five dark pixel matter much when you’re printing defects (a dark pixel on a light back- text documents, but when you’re Problem: The images are fluctu- ground) or a combination of five pixel printing photographs, we know how ating. One second they’re there, and defects total. If your HP monitor falls frustrating it can be to spend time fid- the next they’re not. above that threshold, you may be enti- dling with photo-editing software to Solution: If the connection be- tled to a replacement monitor. achieve the perfect color and light bal- tween your PC and your monitor isn’t ance only to have the photo look far perfect, the data may have difficulty Problem: I see distortion or wavy different from what you expect. Avoid making its way from the computer to lines on the screen. using plain (non-photo) inkjet paper, the screen. Take a look at the cable Solution 1: Computers are sensitive which tends to show colors at their running between the PC and the to other electronic devices. If you dullest. Purchase fresh ink. Study your monitor. Is it bent or crimped? Are keep a fan near your desk, or another monitor’s documentation and cali- the pins not straight? Are the connec- monitor, or a television, or another brate it so the colors display as accu- tors loose? If you answer yes to any of piece of electronic equipment, the rately as possible. Lastly, look at your these questions, you may need to re- device may be interfering with your printer’s and image-editing software’s place or secure the cable. monitor’s ability to do its job. We documentation and help files and ex- recommend you move such items periment with various color options. Problem: I see dead pixels on my several feet from the monitor. If that If the latter becomes too laborious, LCD monitor. doesn’t do the trick, it’s also possible you’re better off accepting the discrep- Solution: Dead pixels, or tiny spots the power source is the culprit. Some ancies between the monitor output on the monitor that do not display the electricity lines, especially those in and the printer output. RS correct color, can be an annoyance, older homes, are susceptible to line and too many of them can be a signifi- noise problems. Try powering up BY HEIDI ANDERSON cant problem. You shouldn’t attempt your PC in another location.

102 www.smartcomputing.com / Fix Your Own PC NETWORK COMPONENTS

Basic Troubleshooting Cable Modems

roadband access has become so ubiqui- The rear of the cable modem will have ports for the tous that you can get this high-speed coaxial cable, a power supply, and Ethernet and USB ’Net connection almost everywhere. cables. You’ll also often find a reset button—more on Most users rely on a cable modem or that later. a DSL (Digital Subscriber Line) mo- When your cable modem is working as it demB for obtaining this fast connection, should, most of the front lights will be il- and these modems are almost al- luminated. Either the Ethernet or ways external. That means that USB light should be off, de- these modems will take up pending on which connection some extra desk space, but it was used to hook the cable also makes it easier to find modem up to your PC. The out what’s wrong and Power light should natu- troubleshoot the devices. rally be glowing steadily as Cable Internet access should the Cable light, typically offers transfer which indicates you have speeds of 1Mbps (mega- a connection to your bit per second) or more Internet service provider. —that’s at least 20 times The Data light or the faster than the speediest upload/download lights dial-up modem. As their will flash depending on name implies, cable modems your traffic. Even if you’re connect to the same coaxial not actively browsing the Web cable that brings you your TV or downloading a file, these lights signal. Most of them then connect to may flash as an application on your your computer either via an Ethernet or a computer might be sending small bits of USB connection. data to a Web site or the cable provider might be broadcasting data across the network. Most of the On The Outside time, this is innocent background noise, but make sure that you haven’t been infected by a virus by You can glean a lot of information about your keeping your antivirus software up-to-date. cable modem just by looking at it. For example, the (Ironically, antivirus programs are also applica- manufacturer name and model number will be on tions that will sometimes take part in this back- the device somewhere, usually on a sticker on the ground “chatter.”) back. This can come in handy when you’re searching online for updates or troubleshooting help. Problem Solving The front of the cable modem usually features a se- ries of indicator lights; the most commonly used ones OK, now that you know what your cable modem say Power, Cable, Data, Ethernet, and USB. The Cable should be doing when it’s working properly, let’s light might also be called an Online light on some talk about some scenarios where everything is not modems, and the Data light is sometimes divided into going quite as smoothly. Having an always-on con- two lights for uploads and downloads. These LEDs nection usually means you’ll never have to worry (light-emitting diodes) can also be quite helpful when about your Internet connection. But as anyone you’re troubleshooting as they will flash (or not flash) who’s ever had a broadband connection knows, “al- differently as a way of delivering error messages. ways on” can also mean “sometimes off.” Before

Reference Series / Fix Your Own PC 103 NETWORK COMPONENTS Cable Modems

you call your cable guy or gal, there and PC connection. You’ll need to to call your cable service provider are a number of do-it-yourself fixes wait a minute or two while the cable during the process. They’ll need the you can try to keep your cable modem re-establishes communica- serial number and MAC address modem and broadband connection tion with your provider and your number of your specific cable working at top speed. PC, but this step often does the trick modem so it is allowed to sync up when your connection is down. with their network. Problem: My cable modem doesn’t If you still don’t have a con- have a connection to the Internet. nection to the Internet, you’ll need Problem: My cable access is slow. Solution: The first thing you to call your provider to find out Solution: When cable modems should check when your cable what’s going on. Often, it’ll have a were first introduced, the biggest modem connection goes down is voice menu letting you check on ser- criticism of cable Internet access was whether or not your television is vice in your area or telling you about that you would share a connection working. Because the coaxial cable is current connection problems. with your neighbors. So theoreti- bringing both the TV and cally, if all of your neigh- Internet signals down the bors were online at the same pipe to your home, same time, you’d face a turning on your cable TV huge slowdown. is a quick and easy way to This limitation has pret- make sure there’s not a ty much been overcome, major problem with your but it’s still not uncharac- cable provider. teristic to see slowdowns If your cable television during peak Internet usage is working, then you’ll time, such as the late after- want to check all the con- noon and early evening nections to and from your when kids are home from cable modem to make school and adults are sure that a cable hasn’t home from work. If you’re been accidentally un- seeing slowdowns during plugged or loosened. The other times of the day, indicator lights can give however, it’s something The connections and indicator lights on the D-Link DCM-202, a common you some clues about that needs to be addressed. cable modem used by many providers. which cables to check. First, check your speed If all the lights are on with an online test site and all the cables are snugly affixed, Problem: I can’t get my new cable such as www.bandwidthplace.com reboot your PC. This simple act can modem to work. /speedtest or www.speakeasy.net solve a good chunk of computer Solution: Many cable service /speedtest. Some of these sites also problems all on its own. providers let you save an installation have comparative information so you If this doesn’t help, you can also fee if you set up your cable modem can see how your Internet speed reset the modem at the same time. yourself. Because it’s an external in- stands up to typical cable modem ac- Resetting the modem is easy if stallation, even a computer novice cess in your area. there’s a reset button (usually you can usually handle it smoothly. But If your cable access is slower than just hold it down for five seconds or there are problems you may run into average, check with your provider. It so, or use a paper clip to press it if during installation. may have different tiers of access it’s a recessed reset button), but you If you can’t get your new cable and you might be signed up for the may want to follow these steps to en- modem up and running, make sure lowest one (but even the lowest sure a proper “hard” reset. First, un- all the cable connections are tight. cable modem tier should be plenty plug the power cord from the back For example, make sure the Ether- fast for browsing the Web and light of the modem. Next, unplug the net cord is snapped into the modem online gaming). connection to your PC, either USB all the way (you’ll hear a snap), and If your connection is really slow, or Ethernet. Then, wait a couple of that the coaxial cable is tightened you can try resetting your modem by minutes. You can reboot your PC securely. Reboot your system and following the directions above. If again during this time just to ensure reset the modem. you’re still having serious slow- you’re working with a clean slate. Even if you’re doing the modem downs at odd times, talk to your Finally, reconnect the power cord installation yourself, you may need Internet service provider. It may

104 www.smartcomputing.com / Fix Your Own PC NETWORK COMPONENTS Cable Modems need to replace your cable modem You should also have an antivirus or external wiring. application running to prevent in- fection or Trojan horse attacks. If Problem: My cable connection you have antivirus software and your keeps going in and out. computer is acting suspiciously, run Solution: If your cable modem is a full system scan to see if you’ve having problems maintaining a con- been infected. If you don’t currently stant connection to the Internet, it have antivirus software installed, could be because the signal isn’t Grisoft’s AVG is an excellent—and strong enough. If you have a splitter also free—program available at on the coaxial cable line (a y-shaped www.grisoft.com. device used to connect two cables to one main cable line), this could be Problem: My wireless network isn’t weakening the signal. Make sure that working through my cable modem. your cable modem has a dedicated Solution: A broadband connection coaxial line. such as cable is excellent for multiple Also, you’ll want to recheck all the Turning off File and Print Sharing is one easy computers connected to a wireless connections to and from your mo- way to help secure your broadband network. But it’s not uncommon for dem and make sure that every cord is connection, and for most users, it’s a good idea. secondary PCs on a Wi-Fi network to attached snugly. And it never hurts to have access problems while your main reset the modem and reboot your computer is still able to access the computer. But if this intermittent Internet through the cable modem. connection goes on too long, you’ll Although this isn’t a problem with need to contact your service provider. Without a reset button, your cable modem per se, you can If the cable signal in the room where you can simply unplug the often fix this problem by resetting you have your cable modem isn’t power cable and the PC your cable modem. strong enough, your service provider connection cable from If that doesn’t work, you’ll also can add a signal booster that will beef your modem to reset it. want to reset your wireless router it up so it’s strong enough for high- and any wireless adapters you’re speed data transfer. using on other PCs in your home. This means rebooting all your note- Problem: I’m afraid of getting book computers and desktops con- hacked. How can I protect my In- nected to the network, as well as ternet connection? unplugging the power from your Solution: Cable modem connec- wireless router and plugging it back tions, like other always-on broad- and free—firewall available at www in (or pressing the reset button if band connections, are vulnerable to .zonelabs.com. your router has one). It may take a outside attacks. While these are fairly You’ll also want to make sure that few minutes for all your wireless rare for most users, it’s still good to you don’t have File and Print Shar- equipment to reset all the connec- protect yourself when you have ing turned on if you’re not sharing tions, but this will fix most wireless broadband access. files or printers over a network. In network problems. First of all, make sure you’re run- Windows 2000/XP, open the Con- Hopefully, our solutions to these ning a software firewall. This applica- trol Panel (Start, Control Panel) and problem scenarios can save you tion will prevent unwanted users then click Network and Internet some lengthy phone calls with your from accessing your system. Windows Connections and then Network cable service provider. It’s always XP has a firewall built in, so make Connections (if you’re in Classic better if you can troubleshoot a PC sure it’s up and running. You can view, just double-click Network problem yourself. You save time access it in the Control Panel by Connections). Right-click the Local and you always learn something in selecting Network and Internet Area Connection icon and select the process. RS Connections and then Windows Properties from the pop-up menu. Firewall (in the Classic view of the In the window that appears, uncheck BY JOEL STRAUCH Control Panel, Windows Firewall is the box in front of File and Printer its own icon). If you’re not running Sharing for Microsoft Networks and WinXP, Zone Alarm is an excellent— then click OK.

Reference Series / Fix Your Own PC 105 NETWORK COMPONENTS

nearby microwave or cordless phone Basic Troubleshooting if you’re using a WiFi network. (Microwaves, cordless phones, and even remote controls can play havoc with WiFi signals.) Your first chore is finding out if DSL Modems your problem is with the modem it- self or another device, and the best way to do that is by a process of elimi- o much to see, so little time. It’s nation. If you’re using a router of any a common problem for anyone kind, look at it closely: Are its lights S who surfs the Web, where you flashing green, yellow, or red? Check can find sites on everything from your router’s user guide to see what British monarchs to blowfish. the lights mean, and whether or With DSL (Digital Subscriber not they indicate a problem with Line), you can find them quickly, the DSL line or the router itself. too—unless there’s a problem (We’ll discuss the lights on your with your DSL modem. modem in greater depth below.) Common DSL modem prob- The next step is more drastic, lems include no downloads, slow but conclusive: Disconnect your downloads, or downloads that router and connect your DSL blaze one second then crawl the next. modem directly to the phone jack Blinking lights on the modem, strange in the wall. To do this, of course, errors with cryptic codes, loose cables, you’ll have to turn off your equip- and router problems can mess things ment, move it, and perhaps re- up, too. (A router is a device that sits configure your modem. But if you between your DSL modem and the The simplest way to find this is to look can surf the Web when your DSL Internet; it lets you share your Internet on the modem itself. On the under- modem is linked directly to your DSL connection among many computers) side, you’ll see a label with the manu- line—and not when it’s connected facturer’s name and the modem’s through your router—then you know Where To Start? model and serial numbers. your router is on the fritz. If for some reason that’s missing, Because DSL splits your phone line Before you can fix your modem, you can also get the information into voice and data channels, you need you need to know what kind of from the user guide that came with to use a filter—a small, plastic device modem you have. By and large, DSL your modem, or even from Windows your DSL provider gave you when you modems come in two flavors: Ether- itself. In Windows XP, click Start, set up your account—on every device net and USB. An Ethernet modem right-click My Computer, and click that connects to your phone line ex- connects to your computer using a Properties. Click the Hardware tab cept your DSL modem itself. This standard network cable—most often and then click the Device Man-ager means every phone, fax machine, caller it’s blue—with RJ-45 jacks (they look button. You’ll see a list of all the ID box, and even your TiVo. Be sure a lot like phone jacks, only bigger). To hardware installed on your system. that each device has a filter before you use an Ethernet modem, you’ll need Click the plus sign next to Modems look to the modem itself. to have a notebook or desktop with a or Network Adapters to locate your network card, also called a network DSL modem and then double-click Fixing Problems adapter. In contrast, USB modems its name for more information. connect to your computer through Once you’ve determined that a USB port, and they tend to in- What’s Wrong?!? your modem is the culprit, use the stall without much fuss. Some mo- problem/solution suggestions below dems offer you both Ethernet and If you have a connection problem, to fix it. USB connections. you’ll know it at once. What you You’ll also want some nuts-and- won’t know, sadly, is what’s causing Problem: I can connect, but my bolts information such as your it. Is it your modem? Your router? connection is slow. modem’s make and model, in case The ISP (Internet service provider)? It Solution: If you can view a Web you need to contact the manufacturer. could be your phone jack or even a site but it takes forever to download,

106 www.smartcomputing.com / Fix Your Own PC NETWORK COMPONENTS DSL Modems try a different site. A If it’s the connection good test site is www light that’s amber, red, or .purple.com, which has blinking, check to make nothing on its homepage sure your modem’s ca- but a bright purple back- bles are securely attached ground, to help it load to your computer. If they quickly. (Big, splashy are, you may need new sites like CNN, MSN or cables, or even a new AOL can load slowly on modem if the USB cable even the fastest modems is hardwired to the mo- because they have so dem’s chassis. It’s also much content and so possible—but unlikely— many users.) that power problems are If your downloads are causing your modem to glacial no matter where lose and regain its Inter- you go, reboot your PC If your computer starts your dial-up (that is, analog) connection when you net connection. and try again. If the expect to use your DSL, you can fix the program in the Control Panel. Click problem persists, cycle Start, Control Panel, and then double-click the Internet Options icon. Problem: I can’t con- the modem’s power. nect at all. Start by turning it off, or Solution: If you can’t simply unplugging it if there’s no slower than molasses only to speed back get any connection to the Internet, on/off switch. (Some USB modems up without any input from you, then make sure that your DSL provider has draw their power from the computer it’s highly likely that you’re losing your set up your service. It’s not un- they’re attached to, so you’ll have to DSL signal, due to a problem in your common for users to install their detach the modem from the com- phone line or a problem in your modems only to find their phone puter itself.) Next, reboot your PC. modem itself. companies or Internet service pro- Last, turn the modem back on, con- Start by checking the lights on your viders are a day or two behind them. nect to the Internet, and test your DSL modem. Most often you’ll have a Of course it also helps to check download speed. power light, a line light (which indi- the basics, too. Does your modem Still slow? If your modem has a cates the status of your DSL line), a have power? Do you have a dial Reset switch, use it. A Reset switch is connection light (which indicates that tone? If the answer to both those a small hole on the back of the your modem is connected to your PC), questions is yes, make sure the modem’s case that can only be and an activity light (which blinks modem is correctly installed on your pressed with a paper clip, the tip of a when your PC is downloading data). PC. Open the Device Manager by sharp pencil, and so on. Be sure to re- These lights may go by different names clicking Start and then right-clicking boot your system as well and then try on your particular modem. The line My Computer and choosing Prop- to access a Web site. light is often labeled Sync, Ready, DSL, erties from the context menu. Click If your Internet connection is still ADSL, PPPoE, Status, Network, or the Hardware Tab followed by the slow, check your system for spyware. Line. The connection light is often la- Device Manager button. Now locate Spyware can download huge amounts beled Ethernet, USB, Link, or LAN your modem in the equipment list of data without your permission, (local-area network). (you’ll find it under Modems or clogging your connection or scotching If the line light is amber, red, or Network Adapters). If you don’t see it completely. Programs from Syman- slowly blinking in any color, consult it, it’s not installed, and you’ll have tec (www.symantec.com), McAfee your modem’s user guide for the cor- to run the setup procedure outlined (www.mcafee.com), TrendMicro rect interpretation. Often it means in your modem’s user guide. (www.trendmicro.com), and LavaSoft there’s a problem between your mo- If the modem appears but has a red (www.lavasoftusa.com) can scan dem and the phone line, or a problem “x” or a yellow question mark by its and remove offensive code from in the phone line itself. If that’s the name, there was a problem with the your machine. case, there’s a help desk call in your modem’s installation. You have two future, since there’s little you can do options: You can uninstall and rein- Problem: My connection is fast to fix your phone lines yourself. (You stall the modem, or you can call your one minute but slow the next. can, however, try using a different ISP’s help line, as they can help you Solution: If your connection nor- jack; sometimes merely switching tweak the modem’s advanced proper- mally works fine but suddenly becomes jacks will clear things up.) ties or download a firmware update.

Reference Series / Fix Your Own PC 107 NETWORK COMPONENTS DSL Modems

(Firmware is software installed on the modem itself; sometimes new Most firewalls, including well-known firmware can fix a faulty connection, but only your service provider can versions from McAfee and Symantec, tell you where to find and download the fix.) If your modem has two connection will show you the names of programs that options—Ethernet and USB—try connecting it with the option you’re not using now. have tried to upload or download data.

Problem: When I open my Web error message may differ slightly from give you access to their event logs, browser, my PC starts to dial a the ones below). which not only show you which pro- number through my analog modem. grams have tried to go online, but Solution: This is an easy problem Problem: I get a message on my when they did so, too. to fix. Click Start, Control Panel, screen that says “Error 602: The Internet Options, and then select the modem is in use by another dial-up Problem: I just received an error Connections tab. Choose Always Dial networking connection” message that says “Error 619: The My Default Connection. In the list Solution: Make sure that no other port was disconnected” above it, make sure your DSL connec- programs, such as remote access Solution: Your username and/or tion is set to the default. If not, select programs or spyware, have estab- password failed. If the problem per- it, and then click the Set Default lished an Internet connection. One sists, call your service provider. button. Now click Apply and OK. way to do this is to open the Windows Task Manager to see a list Problem: I was connected, when Problem: I’m prompted for my of all running programs. Just press suddenly I received an “Error 629: username and/or password. CTRL-ALT-DELETE and then click You have been disconnected from the Solution: Sometimes your user- the Processes tab. Of course, the computer you dialed” message. name or password is slightly different Task Manager gives you a com- Solution: This commonly indicates than what you think it is. For in- plete list of the software running a problem with your Internet service stance, one service on your system, provider’s hardware. You’ll need to provider may use and that list can call them to alert them of the problem jdoe as a username, be long and con- you’re having. and a second may fusing. Software use jdoe@service names not only in- Problem: I’m trying to use the provider.com, while clude easy-to-deci- Internet, and I get an “Error 650: The yet a third may use pher entries, such remote access server is not re- a random series of as Outlook.exe or sponding” message. numbers or letters. Napster.exe, but Solution: First, reboot your ma- If you’re positive less comprehen- chine. If you still have the problem, that you’ve typed sible names, such delete then re-establish your DSL net- your username and as MSKAgent.exe work connection. To delete your con- password correctly, or Mcvsshld.exe. nection in WinXP, click Start, My contact your ISP If you’d like to Computer, My Network Places, View to have them reset know which of Network Connections. Locate your your account’s log- these programs is DSL connection, right-click it, and To set DSL as the default connection, in information. trying to access the choose Delete. Click Create A New click the Connections tab in the In-ternet, try your Connection to launch the New Con- Internet Options dialog box, then firewall. Most fire- nection Wizard, then consult your DSL Error Messages choose your connection from the list. walls, including modem’s or service provider’s user There are dozens well-known ver- guide for precise instructions from of error messages that indicate a DSL sions from McAfee and Symantec, this step forward, since it varies from problem. Here are some of the most will show you the names of pro- provider to provider. RS common DSL issues, along with their grams that have tried to upload or solutions (the exact wording of your download data. Some firewalls also BY DAVID GARRETT

108 www.smartcomputing.com / Fix Your Own PC NETWORK COMPONENTS

Some software, such as Microsoft Basic Troubleshooting Outlook and Outlook Express, can disconnect your call after you send and receive email. In Outlook, click Tools, Options, Mail Setup, and uncheck the box marked Hang Up Dial-up When Finished With A Manual Send/Receive. You should also consult your fire- wall’s users guide for issues that mask Modems themselves as modem problems. Problem: I can’t get the modem hink of your dial-up to connect. modem as your comput- Solution: Let’s start with the T er’s link to the outside basics. Does your modem have world. It’s a slow, noisy device, the most up-to-date software, in- but it gives you access to mil- cluding drivers and firmware? lions of Web sites, email, and all Drivers are programs that let the marvels of the Internet— your modem communicate with when it’s working. When it’s not, your system. Firmware is software a modem can be as much fun as a that resides on the modem itself and dentist’s drill. To fix it, you first need governs how the device acts. Both can to gather some basic information be flashed—that is, updated with a about the modem you have. download from the manufacturer’s Nearly all analog modems (as Web site. So before you do anything opposed to cable and DSL [Digital keep your computer from getting on- else, find a computer with an active Subscriber Line] modems) are in- line, including your phone line itself. Internet connection, get online, ternal. Just look for the phone jack on When you pick up your phone, do download an update if one exists, and the back or the side of your PC, and you hear static, hissing, or crackling? copy it to a floppy diskette or burn it you’ve found your modem. You can It’s called “line noise,” and it can to a CD. The Web site should tell you find out the manufacturer and model prevent modems from connecting how to install it. number by looking in the Windows or keeping a connection active. If your modem starts a call and Device Manager. In Windows XP, (We’ll discuss line noise in more only gets halfway through the hand- click Start, then right-click the My depth below.) shake—the loud, high-pitched noise Computer icon. Choose Properties, Bad weather can also give your that indicates your modem is con- click the Hardware tab, then click the modem the blues, because rain and necting to a computer on the other Device Manager button. Now click excessive humidity can introduce end of the line—open the Device the plus sign next to Modems to noise into an otherwise normal phone Manager and click the plus sign next see each modem installed on your line. Adapters, line splitters, and cable to the word Modems, then right-click system. If you want more informa- extenders can do the same. the modem you’re using and choose tion, right-click your modem and Have you tried a different phone Properties. Click the Advanced tab, choose Properties. If you don’t find jack? If you can keep a connection on and then click the Change Default what you need here, you can always one jack but not another, there’s a Preferences button. Set the number in check your modem’s or your PC’s good chance the problem is the jack the Cancel The Call If Not Connected users guide and packaging, where itself, or frayed wires inside it. Try re- Within box to 180 or even 240 sec- you’ll get a complete list of tech specs. moving the phone jack’s wall plate onds (the default setting is 60). Click and looking inside; if you see exposed OK twice to return to the Device Find The Culprit copper or old, decaying plastic, you Manager, then close the Device Man- may have found the root of your con- ager and try to connect again. You also need to know if the prob- nection woes. Still no luck? Sometimes it helps lem is your modem or something else Even software can prevent you to add special commands to your that’s keeping you from connecting to from getting online, or staying online modem’s initialization string (a spe- the Internet. Plenty of problems can once you’ve established a connection. cial set of numbers and letters that tell

Reference Series / Fix Your Own PC 109 NETWORK COMPONENTS Dial-up Modems

the modem how to connect to a com- puter on the other end of the call). The commands you’ll add are text strings themselves, such as S95=1+MS=11 or &KO. To find them, check the Web site of your modem’s manufacturer or search the large database at www .ModemHelp.org for your modem’s make and model. When you’ve found the string you’d like to try, first open the Device Manager, right-click your modem, choose Properties, and click the Advanced tab. Enter your commands in the box named Extra Initialization Commands and try to connect again. If that fails, line noise or faulty hardware in the modem could be to blame. There’s no fix for faulty hard- ware; only a replacement modem will do. If you checked for line noise be- fore getting started, keep in mind that modems can detect far more noise than the human ear. Call your phone company and tell them you think you have a noise problem that’s pre- venting your modem from con- necting; they can test the line from their office or send a specialist to your Most analog modems are internal modems that look similar to the house to tweak line settings such as one shown above. Note the phone jacks that allow you to plug gain control—that is, how much their your modem directly into your phone’s wall outlet. equipment boosts your phone line’s signal, adding noise in the process. data packets to your ISP to defeat heart- return to the Control Panel. Close it, Problem: The modem connects, beat systems. One well-known program reboot your system, and try your then drops the call. for this is Stay Live 2000 (www.gregory connection again. Solution 1: If you can get a connec- braun.com/StayLive.html). Solution 4: If the problem con- tion but can’t keep it, try everything in Solution 2: Do you have call wait- tinues, try connecting at a lower speed. the step above, as it applies to this ing? If so, incoming calls may force The higher your connection speed, the problem, too. Remember that certain your modem to drop a connection. less stable your call. To change your software (email programs are constant Your phone company can tell you how connection speed, open the Device offenders) can disconnect your call to disable call waiting prior to placing a Manager, right-click your modem, after performing key functions. modem call; often, it’s as simple as choose Properties, then click the If your call disconnects after 10, 20, pressing #43# on your phone. Advanced Tab and the Change De- or 30 minutes, call your ISP (Internet Solution 3: If that fails to work, fault Preferences button. In the Data service provider) and ask if they use you should turn off your modem’s Connection Preferences section, set the a heartbeat message for incoming data compression feature. Open the Port Speed to a lower number and try modem calls. A heartbeat is a small Device Manager, right-click your to reconnect. Repeat the process if the signal sent from the ISP’s server to your modem, choose Properties, then click problem persists, choosing a lower computer, to see if your machine is still the Advanced Tab and the Change number each time. You can also click active. If not, the ISP will disconnect Default Preferences button. In the the Advanced Port Settings button on you, to keep its lines open and save Data Connection Preferences section, the Advanced tab and set both the money. You can also download free- set the Data Compression menu to Receive and Transmit buffers to their ware or shareware that sends regular Disabled, then click OK twice to lowest options. If that fails to work,

110 www.smartcomputing.com / Fix Your Own PC NETWORK COMPONENTS Dial-up Modems uncheck the Use FIFO your connection, or your modem it- Buffers option and try self may need to be replaced. to reconnect. If your modem con- Problem: When I try to connect, I tinues to drop calls, call see a message that says “A dial-up your ISP’s help desk or connection could not be established” the support line at your or “The protocol is not configured.” modem’s manufacturer. Solution: You may have a problem with your network protocols. A pro- Problem: The mo- tocol is simply a convention used dem’s download speed to govern the connection between is extremely slow. devices. Common protocol names Solution: Does your are TCP/IP (Transmission Control connection slow to a Protocol/Internet Protocol), IPX/SPX crawl? Are you a year (Internetwork Packet Exchange/ older when a page loads? To find out your modem’s name, model number, and man- Sequenced Packet Exchange), and If so, remember that ufacturer, open the Windows Device Manager and look in Client for Microsoft Networks. Dif- analog modems aren’t the Modems section. ferent ISPs use a different blend of the fastest connections protocols to let your modem connect around. DSL and cable to their machines; if you receive an boast speeds up to 50 times faster, and your modem is connecting to another error message that mentions proto- sometimes more. computer—is a key step in the con- cols, call your ISP’s help desk to see What’s more, even a 56K modem nection process. It helps your modem which protocols they use, then turn won’t connect at 56K. Speeds in the 30 identify connection settings and error off extra protocols that can interfere to 50Kbps (kilobits per second) range correction rates (error correction lets with a connection. (Often, your ISP are far more common, given problems your modem deal with a change in the won’t need the IPX/SPX protocol, with phone lines, line noise, and quality of the phone line’s signal with- which Windows turns on by default.) modems themselves. In fact, when out disconnecting the call). To turn off a protocol, click Start, computer and modem makers say There are two types of error correc- Control Panel. Double-click the “56K,” what they mean is “56K under tion: hardware and software, of which Network Connections icon and right- ideal conditions that don’t exist out- hardware is far and away the best. click your modem’s dial-up connec- side our labs.” Problems that keep Check your modem’s users guide to tion. Choose Properties from the your connection from achieving its see which type of error correction you context menu. In the section named fastest speed include your distance have. If it’s software, consider buying Use These Components With this from the phone company’s switching a different modem, as software-based Connection, click the Networking tab station and whether your neighbor- error correction can slow down data and uncheck the box next to any pro- hood or apartment building has a con- rates drastically. tocol you don’t want. If you need to centrator (a device that converts If your modem’s error correction add a protocol, click the Add button analog phone lines into digital signals). feature is hardware-based, update and select your protocol type from Last, your DNS (Domain Name your firmware using the directions the list. Then follow the prompts to System) and DUN (dial-up net- outlined above. Old firmware is a add it to your system. working) settings can add molasses to common cause of long handshakes. If all else fails, call your ISP’s help your modem. Rather than tweak them desk again and report the problem yourself, it’s best to call your ISP’s help Problem: When I try to connect, in detail. Often they’re a better desk, explain the problem, and ask I’m told there’s no dial tone. source of advice than your modem’s them for guidance, as the settings they Solution: Have you checked the manufacturer because they deal with recommend may depend on the con- phone line itself? If your phones get modem problems day in, day out, all figuration of their internal systems. a dial tone but your modem doesn’t, year long. With some luck you’ll get check your modem’s connection to your problem fixed and be surfing in Problem: My modem’s “hand- the wall jack. Make sure it’s tight. If no time. RS shake” process goes on and on and you have an external modem, check on but never connects. your modem’s power cable and BY DAVID GARRETT Solution: The handshake—the power supply. If they all check out, loud, high-pitched noise that indicates you may have too much line noise in

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but will work with other versions of Basic Troubleshooting Windows with slight modifications.

General Troubleshooting Problem: The NIC doesn’t run as Network fast as advertised. Solution: Click Start, Control Pan- el, and Switch To Classic View (if nec- essary), and double-click Network Interface Cards Connections. Right-click Local Area Connection, click Properties, and click hether you have a home Configure. Select the Advanced tab and network or are among the click the speed-related entry in the W ever-increasing number of Property box (on our PC it was labeled people signing up for broadband Link Speed & Duplex, but this may Internet access, your computer’s vary depending on the NIC that is NIC (Network Interface Card) is installed). Use the Value drop- its lifeline to the rest of the down box to select the fastest world. Making sure your NIC speed your NIC supports, which runs at peak performance (or is likely 10/100Mbps (megabits runs at all) is a big priority for per second) Full Duplex but may any PC user, and doing so has be 1,000Mbps Full Duplex if you become increasingly difficult be- have a Gigabit Ethernet card in- cause of the problems associated stalled. Click OK and reboot the with wireless NICs. computer. The card should operate Most of today’s computers have a at its full speed, assuming your router NIC integrated directly into the com- and the network computer you’re con- puter’s motherboard. If you have an necting to also support that speed. older computer, the NIC is most The speed of a wireless NIC depends likely installed in a PCI (Peripheral difficult to tell if the NIC is respon- mainly on the strength of the wireless Component Interconnect) slot, or it sible when those types of connections signal it receives. You can get a quick may have an external NIC that at- go haywire. With wired and wireless read of the strength of your NIC’s wire- taches to a USB port. NICs, if the connection is working less connection by hovering the mouse If the computer has a wired NIC, but seems very slow (especially over cursor over the wireless icon in the you can identify it by looking for an the network), then the NIC is likely to system tray and waiting for a balloon to Ethernet port, which looks like an blame. If there is no connection at all, appear that tells you the overall signal oversized phone jack and has lights check the router and broadband strength. If it doesn’t say Excellent or above or below it that flash to indicate modem first to make sure they are Very Good, then you may need to network activity. An Ethernet cable at- plugged in and operational. Wired move the computer closer to the wire- taches to the jack, and then the other NICs are incredibly reliable, while less router, upgrade the router, or in- end of the cable attaches to a broad- wireless NICs are notoriously unreli- vest in an antenna that attaches to the band modem or to a router (also called able, so keep that in mind when de- router and boosts the signal. a gateway or access point) if you have a termining what is responsible for home network. Wireless NICs typically network and Internet problems. Problem: The NIC has power (the attach to one of the computer’s USB If the router and broadband mo- lights blink), but my computer ports (or slide into an expansion bay if dem seem to be working properly won’t connect to the network or to you have a notebook computer), al- and you don’t see any lights blinking the Internet. though some wireless NICs designed on the NIC, the NIC is likely dead Solution: Sometimes the NIC must for desktop PCs use a PCI slot and have and needs to be replaced. Beyond be “reset” so the router recognizes it. an antenna instead of an Ethernet port. that, there are several common trou- Click Start, Control Panel, and Switch The NIC is just one link in the bleshooting steps you can take that To Classic View (if necessary), and chain between the computer and the will clear up most problems. All of the double-click Network Connections. Internet or network, so it’s sometimes following tips apply to Windows XP Click Repair This Connection in the

112 www.smartcomputing.com / Fix Your Own PC NETWORK COMPONENTS Network Interface Cards

Network Tasks box, wait for the process to complete, and click Close. If the connection still doesn’t work, you may need to uninstall and reinstall the NIC according to the instructions it came with.

Problem: My NIC has an inherent problem that I’ve heard is fixable by applying a driver and/or firmware up- date, but I don’t know how to do this. The easiest way to spot Solution: Drivers are software that most integrated NICs Windows uses to communicate with (Network Interface Cards) your hardware, while firmware is soft- or standard wired NICs ware that is installed in a special is to look for the port that memory chip on the NIC and that con- looks like a large phone jack. trols all aspects of the NIC’s operation. Updating to the latest drivers and firmware revisions can fix bugs, en- hance compatibility, and add new fea- wireless bridge. Bridges are a lot like Solution: Sometimes the wireless tures to the NIC that can help you wireless NICs except they have more NIC simply doesn’t turn on or fails avoid further trouble. You must down- internal hardware that lets them act to connect to the network on its ini- load the latest drivers and firmware as a sort of wireless cable. This means tial attempt. When this happens, the from the manufacturer’s Web site, and bridges work with just about every wireless icon in the system tray has a when doing so you must make sure it type of network-enabled product, red X next to it, so right-click the matches up with the exact make and whereas wireless NICs only work icon and click Repair. If that doesn’t model of NIC you use. To find out this with products that have enough inte- establish the connection, right-click information, look for a sticker on the grated networking hardware to rec- the icon and click View Available bottom of an external NIC. For in- ognize the NIC and manage the Wireless Networks. Find your net- ternal NICs, click Start, right-click My network connection. work on the list, click its entry, and Computer, click Properties, and select If the device requires a bridge, click Connect. the Hardware tab. Click Device Man- you’ll need to buy one, attach it to ager, expand the Network Adapters your router, and configure it to work Problem: My NIC says it supports entry by clicking the plus (+) sign next with your network according to the speeds that are much faster than the to it, and write down the exact name instructions provided with the router. 802.11g or 802.11a specifications that appears there. Once you configure the bridge, it allow, but I never achieve those high Use the instructions provided by should work with all of your network- speeds when transferring network files. the manufacturer to install the drivers enabled devices simply by plugging it Solution: 802.11g and 802.11a (the or firmware. This is especially impor- into their Ethernet ports. two most popular high-speed wire- tant during firmware upgrades as If the device is supposed to work less Ethernet standards) operate at mistakes during the process can with a wireless NIC, then it must have up to 54Mbps (megabits per second), render the NIC useless. some network setup menu that you but most manufacturers add speed- can access to input network settings boosting technology to their wireless Troubleshooting Wireless NICs such as the network name and pass- products that allow for much faster word. Check the documentation that speeds. Unfortunately, these tech- Problem: I attached a wireless NIC came with the device to figure out nologies are not standardized and to a device (such as a game console or how to enter this data, which must therefore do not work with similar digital video recorder), but the device match the settings that were estab- products from other manufacturers, does not have access to my home net- lished when you set up and secured so stick to products from the same work or to the Internet. your wireless router. company (that use the exact same Solution: The first thing to do is to speed-boosting technology) to benefit determine whether the device is Problem: I booted the computer from a faster connection. RS compatible with a NIC, because but can’t access either the network or there’s a good chance it needs a the Internet. BY TRACY BAKER

Reference Series / Fix Your Own PC 113 NETWORK COMPONENTS

your area and can test the connection Basic Troubleshooting from the ISP to your modem to make sure it’s working properly. The repre- sentative can probably even test your modem remotely, as well. Once you’ve determined that the Routers & Hubs ISP and modem are not to blame, disconnect your computer from the router and instead plug the PC’s router or hub is the corner- Ethernet cable directly into the mo- stone of the average home dem. Be sure to enable your firewall A network. An Ethernet hub, software before you try this test, as which has several Ethernet ports, you’ll bypass the router (and its lets users share folders and files built-in hardware firewall) com- among all of the computers con- pletely. (You can use Windows nected to the home network. A XP’s built-in Firewall: Open the router generally has a built-in Control Panel, double-click hub and also has features that Windows Firewall, and then let it share a broadband Internet choose the On radio button.) If connection with the networked your computer can connect to PCs. Routers also usually include the Internet, you’re looking at a other features, such as wireless router problem. If the PC still connectivity and a hardware fire- won’t connect to the Internet, you’ll wall that can protect your computers need to troubleshoot the PC itself. from many of the digital threats floating around the Web. Problem: My firmware is not up- Because the router is the center of to-date. your network, many network problems troubles by eliminating other net- Solution: Before you dive into the can be traced back to it. A defective de- work devices as the problem sources. specific problems and solutions vice, bad settings, old firmware, and Chances are, there’re only a few poten- below, make sure your router’s firm- firewall issues can all put your network tial troublemakers beyond your router: ware is up-to-date. This step is im- on the blink. We’ll show you how to the connection from your ISP (Internet portant—in fact, we provide all other troubleshoot your router or hub so you service provider) to your home, the solutions in this article under the as- can spot and fix common problems. broadband modem that translates the sumption that you have already up- data from your phone or cable line, or dated your router’s firmware without Know Your Model a troubled network card. You can rule solving the problem. out the first two problem sources easily Unlike peripherals, which require Some of our problem/solutions enough (see “Basic Troubleshooting: drivers to communicate with your below may send you to the router Network Interface Cards” on page 112 PC, your router needs only firmware, or hub manufacturer’s Web site to for network adapter troubleshooting). which is a small program stored in the download product updates. To down- To determine whether your cable device’s memory. Firmware controls load the right updates, you’ll need to modem is the problem, you’ll need the device and provides a menu of know the unit manufacturer and to reset it. If your cable (or DSL features that you can access via an model number of your device. Many [Digital Subscriber Line]) modem Internet browser. routers and hubs bear the model doesn’t have a reset button, you can As they do with drivers, device number on the front panel and other probably reset it by unplugging the manufacturers often release updated information (such as the serial num- power cord from the device for a few versions of firmware that fix bugs and ber) on the bottom of the device. minutes. Once you plug the power add new features. If you’re experi- cord back into the cable modem, it encing any problems with your How To Tell If The Router Or Hub Is will try to reconnect to your ISP. router, you should kick off your trou- The Problem If the reset doesn’t solve the prob- bleshooting session by making sure lem, call your ISP’s tech support that the device has the most recent You can determine whether your number. The representative will let firmware release—after all, the new router is the source of your network you know if Internet access is down in firmware version may fix the problem

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and installing it is a very simple process. Once you’ve downloaded the new firmware, check your man- ual for installation instructions. In our experience, the manual will tell you to return to your router’s ex- isting firmware and use a built-in update feature that can automati- cally update the device via the file you just downloaded.

Problem: I can access the Internet when I connect directly to my broad- band modem, but not when I put a Routers and hubs usually have router between the modem and my PC. multiple LEDs that indicate data transfer activity, Solution 1: Update your firmware transfer speed and other information. Check out your by following our instructions in the manual to learn more about your device’s lights. previous problem and solution, as buggy firmware might be the problem. If you already have the latest automatically or provide tools that browser, look for the firmware ver- version of the router’s firmware, use will let you fix the problem. sion number, which generally appears the firmware menu to return all of the To determine the router’s current on the front page of the menu. If you features to their default settings. If firmware version, you’ll need to open don’t see the firmware version, check this solves the connection prob- the firmware menu. Open your your manual—the manufacturer lem, be sure to make future settings Internet browser (such as Firefox or likely placed the version number changes one at a time so you’ll know Internet Explorer) and then enter the somewhere else in the menu. what setting causes trouble if you router’s IP (Internet Protocol) address Once you have your current firm- encounter problems again. in the browser’s Address bar. Your ware version number, visit the Solution 2: Reset your network de- router’s users manual will come in router manufacturer’s Web site and vices. This gives them the chance to handy here (if you don’t have it any head for the Support section. Look reassign IP addresses and connect to longer, download the manual from the up your router’s model number to each other without conflicts. To com- Support section of the manufacturer’s see whether the manufacturer has a pletely reset your network devices, Web site), as it will include the router’s more recent version available for power off your PC and then unplug IP address (such as 192.168.1.1). You download. Don’t panic if you don’t your broadband modem and router. will almost certainly see a login screen have the latest version: Downloading Leave the units unplugged for a few before the menu appears. Con- minutes. Consult your device sult your manual for the login manuals to determine whether information if you haven’t you need to perform any addi- already changed the username tional tasks to reset the devices and password (and don’t forget (some units have Reset buttons, to change the username and for example). Finally, plug in password later on—default and power on your devices, login info leaves your network starting with the broadband open to even the most inexperi- modem, then your router, and enced hackers). then your PC. You can visit the router’s IP address via your Internet Problem: I can’t access cer- browser whether your Internet tain Web sites from computers connection is working or not: on my network. the data travels between your Solution: Chances are good PC and the router via your One of the easiest hardware fixes around is the firmware that your software firewall is Ethernet cable. When the firm- update. New firmware releases often contain fixes that the culprit, rather than your ware menu appears in your address common problems with PC hardware. router. Software firewalls might

Reference Series / Fix Your Own PC 115 NETWORK COMPONENTS Routers & Hubs

block your access to certain To force a DHCP release, Web sites for a variety of rea- enter your router’s firmware sons. If your computer runs a menu and look for a DHCP software firewall, start your Release feature. Your router’s troubleshooting by first dis- manual or the firmware’s sup- abling the software firewall and port documentation will help then visiting the Web site you find the feature. Many again. If you still can’t access routers feature DHCP Release the site, enter your router’s and DHCP Renew buttons firmware menu and then navi- that let you quickly complete gate to its filtering settings. this task. Anyone who can log into your router’s firmware (via the user- Problem: My hub’s connec- name and password you de- tions work fine but the Speed fined) can use the router’s Reassign IP addresses to break your router free of a LED doesn’t light up for one of filtering features to create a dropped wireless connection. In our experience, we’ve had my connections. list of Web sites that the router the best luck by powering off the computer that dropped Solution: The connection will block access to. As we the connection before forcing the DHCP release. that isn’t triggering the LED is mentioned, this is a much less not operating at the hub’s max- likely scenario than your soft- imum data transfer speed. Most ware firewall detecting something on programs that let you configure your hubs support at least two speeds the Web site that triggers its own network, but don’t panic if your (10Mbps [megabits per second] and blocking features. equipment doesn’t include such 100Mbps), and some also support software. Windows has a built-in gigabit (1,000Mbps) speeds. Rather Problem: All of my computers can Network Setup Wizard that can con- than clutter the hub’s front panel with access the Internet via the router, but figure your computers and put them LEDs for each of the hub’s supported they can’t see each other. into a network group. Once you com- speeds, the manufacturer simply Solution: You can easily solve this plete the wizard on each networked added a single LED (per port) that problem by configuring your PCs to PC, you’ll be able to see all of your lights up only when the port is oper- recognize each other (and share files, network computers’ shared folders in ating at full speed. Many hubs have a folders, and printers) over the net- the My Network Places window and separate LED that indicates whether work. Although your computers are access any shared printers. To start data is currently transferring across physically networked, they may not the wizard, click Start, All Programs, the port. If this LED doesn’t light up yet belong to a specific network group Accessories, Communications, Net- when you attempt to send data, you and may lack other settings (such work Setup Wizard, and then follow may have a connection problem. as file sharing settings). Some net- the Wizard’s instructions. Otherwise, you’re simply facing a port working devices include file-sharing that isn’t operating at its top speed. Problem: My wireless router If you expected the port to operate dropped the connection to my home at its maximum speed, double-check computers. the cable that connects to the port, as Solution: Your wireless router as- well as the network adapter in your signs an IP address to each of the PC. The adapter is particularly impor- computers on your network. If your tant—if it doesn’t support the same computer drops its wireless connec- top speed that your hub supports, the tion and doesn’t produce any error data transfer will slow the adapter’s messages, you can probably reinstate speed. The cable can also affect data the connection by reassigning an IP speed in some situations. Standard address via router. Routers generally 10/100 hubs transfer data over CAT5 use DHCP (Dynamic Host Config- (Category 5) Ethernet cables, whereas Although your router is already sharing uration Protocol) to automatically as- gigabit hubs need CAT5e cables to Internet access with all of the computers on sign IP addresses, so you’ll want to offer top data transfer speeds. RS your network, you’ll need to run Windows’ release the router’s DHCP assign- Network Setup Wizard or third-party software ments and then force it to assign new BY JOSHUA GULICK to share files and printers. IP addresses.

116 www.smartcomputing.com / Fix Your Own PC NETWORK COMPONENTS

adapter’s Properties window, click the Basic Troubleshooting Driver tab, and then Update Driver. When the Hardware Update Wizard appears, click the No, Not This Time radio button and then click Next. Click the Install From A List Or Specific Wireless Access Location (Advanced), click Next, and then check the Include This Location In The Search box. Click the Browse button, navigate to the downloaded Cards driver on your hard drive, and then complete the wizard. If your adapter connects to one of ireless access cards, the PCI (Peripheral Component also known as wire- Interconnect) slots in your com- W less adapters, replace puter, keep in mind that you may standard Ethernet cables to need to remove the adapter before create a wireless link between you start the driver installation. your PC and a wireless AP (ac- (Your adapter’s manual will let cess point) or router. Although you know if you need to discon- wireless networking equipment nect it.) Keep a screwdriver handy. offers convenience to users who want to place computers in multiple Problem: My PC’s wireless rooms without running Ethernet ca- adapter won’t connect to my wireless bles around the house, the equipment AP or router. isn’t foolproof: You’re bound to run Solution 1: Make sure your AP or into network problems at some point. router supports the same wireless net- We’ll help you troubleshoot an un- for months (and sometimes years) working standard that your adap- ruly wireless adapter. after they release them. Software pub- ter uses. For example, you can use lishers update their programs via 802.11b and g devices without any Make & Model patches, while hardware manufac- compatibility problems, but you can’t turers tweak their hardware with use an 802.11a adapter to connect to Whether you plan to call tech sup- firmware updates and new driver re- an 802.11g network. This may seem port or simply want to search for dri- leases. Updated drivers sometimes add like a “no kidding” sort of solution, vers on the manufacturer’s Web site, functionality, but they also often in- but if you’ve ever fretted over a seem- you’ll need to know your device’s clude important bug fixes. If you’re ex- ingly dead PC, only to discover that model number. In most cases, finding periencing any problems with your the power cord was unplugged, you’ll the model number is a snap: If you wireless adapter, we recommend that agree that sometimes the obvious an- don’t see the model number on the you download and install the latest swer is the one we overlook. device itself, you can find it via your driver for your adapter. Solution 2: Renew the router’s computer’s Device Manager. Click To determine your driver’s version DHCP (Dynamic Host Configuration Start, Control Panel, and then open number, click Start, Control Panel, Protocol) settings. Your router most System. Click Device Manager and and then open System. Click Device likely uses the DHCP networking pro- then click the plus (+) sign next to Manager and then click the plus sign tocol to automatically assign IP (Inter- Net-work Adapters. Your adapter’s next to Network Adapters. Right-click net Protocol) addresses to all of the name will appear and will most likely your wireless adapter and then click PCs on your network. You can often include a model number. The adap- Properties. Finally, click the Driver fix a dropped connection by entering ter’s software will also generally dis- tab, which will display your driver your router’s firmware menu and using play its model number. version and driver release date. the firmware’s DHCP Release/Renew Next, visit the Support section of the feature (see “Basic Troubleshooting: Update Your Drivers manufacturer’s Web site and see if a Routers & Hubs” on page 114 to learn newer driver is available. If it is, down- more about forcing a DHCP release). Software publishers and hardware load the driver to your hard drive. To Solution 3: Switch your wireless manufacturers tweak their products uninstall your existing driver, open the connection software. Chances are,

Reference Series / Fix Your Own PC 117 NETWORK COMPONENTS Wireless Access Cards

you’re using the adapter manufactur- wireless routers that have re- er’s software. Windows XP includes the movable antenna. If you can Wireless Zero Configuration Utility, detach your router’s antenna, but your adapter’s software overrides it you can replace it with an an- by default. You can switch to the Zero tenna that offers more dBi Configuration Utility only if your (decibels relative to isotropic). adapter’s software permits it. Find Chances are, your router’s the adapter’s icon (which appears in manufacturer also offers an op- the System Tray) and then right-click tional range-boosting antenna. it. You may see Use Windows XP Repeaters, which are devices Wireless Configuration (or a similar that resemble APs, also boost link). Click the link, open the Control your router’s signal strength Panel and then open Network Connec- and are great for throwing the Your wireless adapter’s software can display available tions. Next, double-click the Wireless signal around corners. Unlike networks and lets you configure the adapter’s settings. Network Connection icon to view antennae, which attach directly available networks. to the router, a repeater can sit far from a router, pick up the router’s a channel. Most standard networking Problem: My wireless connection signal, and “repeat” it. If your PC sits devices choose a channel by default and is weak or drops frequently. behind a particularly thick wall or then let users change the channel, but Solution 1: Determine whether other physical barrier, consider placing enhanced devices that offer extra range physical obstacles are weakening the a repeater between the router and and speed functionality may insist on a signal. Not surprisingly, wireless net- the PC that drops connections. specific channel until you disable the works offer the strongest signals in Solution 2: Move your wireless performance-boosting feature. open spaces, but unless your home adapter or your computer. If your resembles a hanger, your wireless computer sits under your desk or Problem: I can’t find my wireless network must negotiate walls and in a cupboard, consider buying a access point or router. floors, both of which can reduce wireless USB adapter that includes Solution: When you first try to the strength and range of the a lengthy cable. You can run the connect to your network, your wire- signal. Today’s home networking USB adapter’s antenna up to the less adapter’s software will scan the equipment can reach as far as top of your desk, where it may get area for available networks and then 300 feet in the very best circum- better reception. display a list of networks. If you don’t stances, but your home’s metal Solution 3: Change your wire- see your own list in this network, you and concrete will savage your less channel. If you live in an area may have disabled the router’s SSID router’s signal strength. If the that has many wireless networks, (Service Set Identifier) feature, which computers closest to your wireless you may see a performance boost broadcasts the SSID to local wireless AP or router aren’t dropping the when you change your router’s adapters. Disabling the SSID broad- wireless connection and the com- wireless channel. Other APs and cast is a common security method, as puter that is dropping the connec- wireless routers that use the same it effectively stealths your network, tion is at the far end of the house, channel your router uses may re- making it that much harder for you can probably blame your net- duce the strength of your signal. would-be hackers to spot. work troubles on distance and Your router supports up to 11 The good news is that your adapter physical barriers. channels, which means you have doesn’t need to see the SSID to connect There are two popular types of plenty of wiggle room. to your router. Your adapter’s software signal-strengthening devices on the To change your router’s channel, includes a manual connection feature market for home users: range- you’ll need to enter its firmware that lets you enter your network’s in- boosting antennae and repeaters. menu via an Internet browser (see formation, including the SSID (which Several manufacturers offer APs and “Basic Troubleshooting: Routers & means that you’ll need to know your Hubs” on page 112 to learn more router’s SSID—refer to the router’s about accessing the menu). Once firmware to find it). Once you enter the Optional antennae, such as this you enter the menu, browse appropriate SSID and encryption in- D-Link ANT24-0700 2.4GHz Omni for the router’s wire- formation, you’ll be able to connect to Directional 7dBi Indoor Antenna, less settings, which your router without any trouble. RS can boost your AP’s (access will include a field point’s) wireless signal. that lets you choose BY JOSHUA GULICK

118 www.smartcomputing.com / Fix Your Own PC PERIPHERALS

Basic Troubleshooting Digital Cameras

igital cameras make taking photos easy, but only when our cameras function properly. When your camera misbehaves, there are steps that you should take to troubleshoot itD so you can start snapping photos again.

Identify Your Camera Before we dive into trouble-shooting your digital camera, we’ll take a look at some of the important in- formation about and specifications for your camera that you should know. First, identify the manufac- turer and model of your camera. Common manufac- turers include Canon, Fujifilm, HP, Kodak, Nikon, cations. Some of the details of your camera’s specs Olympus, Pentax, and Sony, as well as many others. are visible from a simple examination of the cam- The camera manufacturer’s name is usually printed era’s body. You can probably identify most of the on the body of the camera. You’ll also find it printed shooting modes by examining the camera’s mode on your owners manual. dial. You’ll also find that the focal range of a lens is Likewise, the model name and number of your dig- usually printed around the barrel, close to the lens. ital camera is probably printed on the camera’s body. You’ll probably find many of the specifications Most cameras have a series name, such as Canon’s printed on the box that your camera came in. PowerShot line, Nikon’s Coolpix line, or Sony’s Detailed specifications are usually available in your Cyber-shot line. In addition, most cameras also have a users manual and on the manufacturer’s Web site. model number. For example, Canon’s PowerShot SD40 is from the PowerShot line and has a model In-Camera Errors number of SD40. Once you know the manufacturer, series name (if applicable), and model number of Problem: My digital camera doesn’t recognize your camera, you can search the manufacturer’s site, my flash memory card. the Web, and other resources for information about Solution: There are several reasons that a camera any problems that you encounter with your camera. may not recognize a memory card. To troubleshoot, Finally, if you need to call the camera manufacturer first determine if the card worked in your camera in for technical support, you should try to locate the se- the past. If it worked in your camera before but now rial number of your digital camera before you place your camera doesn’t recognize the card, the card is the call. The serial number usually starts with “SN,” likely either formatted wrong or corrupted. “SN#,” or “No.” and is printed on a label or a barcode If you formatted your memory card on your com- on the bottom of the camera. If you can’t find the se- puter rather than in your camera, there’s a good rial number, the manufacturer should be able to help chance that this is the source of the problem. Digital you locate it when you call for tech support. cameras use the FAT () file system, which is the same file system used by Windows Find Other Camera Specs 9x/Me/NT. Windows XP can also use a FAT system, but it also supports a newer technology, NTFS (NT As you troubleshoot your camera’s problem, file system). The FAT file system is available in sev- you’ll find that it helps to know the camera’s specifi- eral forms, including 12-, 16-, 32-, and 64-bit.

Reference Series / Fix Your Own PC 119 PERIPHERALS Digital Cameras

Although your computer likely uses Next, click the Start button. You will card from the reader, insert the card in NTFS or FAT32, your digital camera lose any data on the card, and this will your digital camera. If your camera probably uses FAT12 or FAT16. These format your card in FAT16, which is still can’t recognize it, the card itself is file systems are older than the ones compatible with most digital cameras. probably damaged, and you should that your computer uses, and therefore After Windows finishes formatting invest in a new memory card. your digital camera may not be able to the card in FAT16, right-click the If your camera can’t recognize a read newer formats such as FAT32. card reader’s icon and click Eject. new memory card, either, you’ll need You camera will not recognize NTFS- Remove the memory card, insert it in to contact the manufacturer to repair formatted data. your digital camera, and turn your your camera. There may be a problem If your camera no longer recog- camera on. Your camera will probably with either the camera’s memory card nizes a card that you formatted with recognize the card. If so, before you slot or the camera’s internal mother- Windows, you can try to resurrect the do anything else, format the card in board that causes data corruption. card by reformatting it in Windows the camera, according to the manu- Finally, to avoid formatting prob- using a different file system. Connect facturer’s instructions. lems in the future, always format a card a flash memory card reader to your If your camera still doesn’t recog- using your digital camera instead of computer and insert the memory nize the memory card, insert your Windows. The method of formatting a card. Double-click My Computer and memory card in the card reader again. card varies among camera brands and then the icon that represents the card Click Start and Run. In the Open field, models, so you’ll need to consult your reader. Make sure that you’ve selected type cmd.exe and click OK. When you users manual for instructions. the correct drive so that you don’t ac- see a command prompt, type the letter cidentally delete the data on one of of your memory card reader, followed Problem: My digital camera’s LCD your other connected drives. Right- by a colon (:). For example, if your displays an error code or error mes- click the icon for your card reader card reader is the G: drive, you would sage that I’m not familiar with. and click Format. In the resulting type g:. Then type /FS:FAT. So if your Solution: Consult your camera’s window, click to select FAT under File card reader is the G: drive, you’ll type users manual or the manufacturer’s System. Make sure that Default g:/FS:FAT at the command prompt. Web site to determine what the error Allocation Size is selected. Then make Press ENTER. Finally, close the code means. For example, according sure that both the Quick Format and window with the command prompt. to Canon’s Web site, when a Canon Compression checkboxes are selected. After you properly eject the memory digital camera displays “E18” on the LCD, there is some type of problem with either the lens or the lens cover. Take the time to research the error message. Armed with knowledge about the error, you may be able to solve the problem yourself.

Difficulties Moving Photos From Camera To PC Problem: I’ve connected my camera to my computer, but my camera can’t transfer the photos to the PC. Solution: First, double-check the transfer procedures for your camera. Some cameras require only that you press the power button. Other cam- eras also require that you turn a mode dial to a USB Transfer mode. Sometimes data transfer problems occur because your camera’s driver (software that tells your PC how to communicate with an external device) has become corrupted. You have a Your camera’s model number and focal range is probably printed on the face of the camera. couple of options. You may download

120 www.smartcomputing.com / Fix Your Own PC PERIPHERALS Digital Cameras the most recent driver for your camera from the manufacturer’s Web site, in- stall it, restart your computer, and then try to transfer photos again. Another option is to bypass the driver problem by using a card reader to transfer photos to your PC. Make sure that you buy a card reader that supports the type of memory card that your camera uses. When you use a card reader, you’re less likely to encounter the device con- flicts that often occur when a cam- era’s driver conflicts with another device’s driver. (This is especially likely to happen if there’s more than one digital camera in your home.) The serial number is usually located on the bottom of the camera. Problem: My camera’s batteries don’t last long enough to reliably transfer images from my camera to If you still can’t find an icon for your Problem: Some of my photos on my my computer. camera in My Computer, remember card are messed up. For example, part Solution: As we discussed in the that some cameras show up as remov- of the image is missing, there are col- previous solution, memory card able drives. ored stripes running across my photo, readers are an excellent alternative to or it has random color blobs and dig- transferring images directly from your Trouble Viewing Photos On A PC ital noise throughout the image. digital camera. Card readers don’t re- Solution: When you see garbled or quire an external power Problem: I can’t open otherwise “messed-up” images on your supply. They gather all of RAW images on my PC. camera, it usually indicates that the im- the power that they need Solution: To view ages are corrupted. Luckily, there are from a PC’s USB or Fire- RAW images on your software programs that may be able to Wire port, so you don’t computer, you’ll need to repair corrupted images. For example, need to worry about the use special software. You PhotoRescue Wizard PC ($29; www toll that transfers take on may use the software that .datarescue.com) is software that ap- your camera’s batteries. came with your digital plies algorithms to corrupted data on a Also, data corruption is camera, or you can use an memory card to recover lost data. This less likely because you application that supports doesn’t always work, but often you can don’t need to worry about viewing and processing save at least some of your photos. losing battery power dur- RAW images. For ex- If you don’t need to recover the ing a data transfer. ample, the Adobe Camera photos from the memory card, try to If your camera no RAW plug-in for the format the card in your camera. If longer recognizes a Problem: I don’t see an Photoshop and Photo- you continue to see corrupted im- memory card because icon for my digital cam- shop Elements programs ages in the future, you should buy a you formatted it using era in My Computer. lets you open and process new memory card. If you still see Windows, you can try Solution: First, make RAW images. Because corrupted images, even after switch- to format the card sure that the cable for your RAW files are proprietary ing to a new memory card, you again, this time camera is firmly connected to each digital camera, should contact the camera manufac- selecting FAT-16 as to both the camera and to you’ll need to save your turer because there may be a prob- the file format. your PC. Also, double- images in a universal lem with your camera that is causing check that your camera is format, such as TIFF it to write corrupted data to your turned on and, if it has a USB Transfer (Tagged Image File Format) or JPEG memory cards. RS mode, that you have pressed the right (Joint Photographic Experts Group) button or turned the mode dial to the when you’re done processing the BY KYLEE DICKEY proper position. RAW file.

Reference Series / Fix Your Own PC 121 PERIPHERALS

You may also find it helpful to Basic Troubleshooting have a copy of your printer’s specifi- cations. You can usually find the specs either in your users manual or on the manufacturer’s Web site. Typically, on a company’s Web site, Inkjet Printers specs are located either on the product page or in the Support sec- tion. In the specifications, you’ll ost of us have experi- find information such as the enced the frustration of maximum paper-handling ca- M encountering a printer pacity of your printer so that you error just as we attempt to print a don’t overload the inkjet tray quick copy of a document. It with paper. You’ll also find what seems that printer problems never resolutions the printer supports, occur at a convenient time, but at which can help you determine if least with the right knowledge and your prints reflect the image a little bit of effort, you can trou- quality you would expect from bleshoot your way through most the printer. The specifications of your inkjet printer woes. also contain vital information, such as what types and weights What You Need To Know of papers are safe to use with your printer. Before you begin to trouble- shoot your printer, make sure Basic Troubleshooting that you know if you have an inkjet printer or a laser printer. look in your users manual or visit the Regardless of the type of problem There are several differences between manufacturer’s Web site. you have with your printer, you an inkjet and laser printer. For in- This article deals primarily with the should start with several basic trou- stance, an inkjet printer dispenses type of problems you may encounter bleshooting steps, which we’ve listed small droplets of liquid ink from a when you use an inkjet or photo below. By checking these things first, cartridge onto a sheet of paper. A printer. If you have a laser printer, see you can save a lot of time as you try to laser printer, on the other hand, uses the article “Basic Troubleshooting: solve your printer’s problem. toner, a powdered form of ink. To Laser Printers” on page 128. Check cable connections. First, make the toner adhere to the paper, The first thing you should do is check to ensure that the power and the toner must be hot so that the identify the manufacturer of your data cables are firmly connected on powder can fuse to the paper. A laser printer, as well as its model name or both ends. If a cable is loose, data printer uses a laser and static elec- number. Usually this information is communication errors may occur tricity to do this. You may not be printed on the face of the printer. when you try to print. able to tell just by looking at your Some common inkjet printer manu- Update drivers. Visit the manufac- printer whether it is an inkjet or a facturers include Canon, Epson, HP, turer’s Web site and check the laser printer, but generally paper and Lexmark, among others. The Support, Downloads, or similar sec- comes out of an inkjet printer rela- model number usually (but not al- tion for the most recent drivers for tively cool, whereas paper comes out ways) consists of a series name, one or your printer. If you find a newer of a laser printer quite warm to the two letters, and a string of numbers. driver version than the one that you touch. Often, you can tell from the For example, you might have an have installed, download and install name of a printer whether it’s a laser Epson Stylus Photo R300. Epson is it. Often, a simple driver update re- or an inkjet. For instance, laser the manufacturer, Stylus Photo is the solves a problem. printers may contain the word series name, and R300 is the model Check the paper tray. This may “laser” in the product name, and number. It’s important to have this sound obvious, but when your inkjets may contain the words “jet” information so that you can down- printer refuses to print, you should or “photo” in the name. Of course, load drivers, manuals, and any other verify that there is paper in the tray the best way to find out for sure necessary files from the manufac- and that no sheets of paper are which type of printer you have is to turers’ Web site. jammed in the printer.

122 www.smartcomputing.com / Fix Your Own PC PERIPHERALS Inkjet Printers

Print a test page. Some printers in- cannot send documents to the print- may not even attempt to print any clude the option to print a test page. er properly. more documents until you remove The test page is a document that Check the Page Setup and Print the paper that’s stuck. prints directly from the printer and options. In most applications, you that does not require you to load a file can access both Page Setup and Print Problem: My document won’t from your computer. through the File menu. Check the print, and there’s a light flashing on If you cannot print a specific doc- configurations in both of these dialog the body of the printer. ument on your computer but you boxes. Often, the source of a problem Solution: When a light flashes on can print a test page, the problem is a simple misconfiguration. the face of the printer, it usually most likely lies with the software means that the printer has encoun- you’re using, the printer driver, or When Nothing Prints tered an error. That’s the bad news. some other software-based element The good news is that you can usu- that resides on your computer. If The first and probably most dis- ally learn more about the nature of your printer will not print a test tressing type of problem is when you the error by examining how many page, you know that the cause is can’t get anything to print at all. times the light blinks or by launching more than just a problem with the There are several potential causes. the printer utility that came with program in which you opened the your printer. document you wanted to print. If a Problem: When I send a document First, consult your users manual or printer cannot even print a built-in to the printer, nothing happens. I the manufacturer’s Web site and look test page, something is wrong with don’t hear the printer charge the ink, for “Blink codes,” “LED (light-emit- the computer itself. This could be attempt to pull paper through its ting diode) status codes,” or similar something as serious a printer mal- rollers, or anything. guidelines to printer errors. You may function or as easily-remedied as a Solution: As you should with any learn, for instance, that a certain paper jam. troubleshooting venture, start by number of blinks indicates that the If you don’t know if your printer checking the simplest things. Start by printer is out of paper and that a dif- can generate test pages, consult your verifying that the power cable is ferent number of blinks means that users manual or the manufacturer’s plugged into the printer and a wall there’s a paper jam. Web site for more information. The outlet, power strip, or surge pro- If your printer doesn’t have LED procedure varies depending on your tector. Next, make sure the printer’s codes, launch the printer utility that brand and model of printer, and power button is turned on and that came with your printer. Often, this some inkjet printers do not produce a the printer’s data cable is connected tool provides valuable information test page at all. (Test pages are more to both the printer and your PC. about the type of error your printer common on laser printers than on Next, make sure there isn’t a sheet encountered. For example, the printer inkjet printers.) of paper stuck in the printer. If there utility may tell you that one of your Print a different document. Make was a paper jam earlier, your printer ink cartridges is empty, that your sure that you have tried to printer lost its connection print more than one doc- to your PC, or that a nec- ument. This will help you essary driver is missing. to determine whether the source of the problem Something Prints, But It lies with a single, pos- Looks Bad sibly corrupted docu- ment or if the problem is Problem: There are more widespread. tiny, blurry smudges Print from a different across my print. application. Whenever Solution: Usually, if you have a problem you see small smudges printing, you should try across your prints, some to print a document from type of lint or other debris another application. This has worked its way into way, you can determine if your printer. As the ink the printing problem is heads deposit ink, some of system-wide or if it is it soaks the small bits of just a single program that Check the manufacturer’s Web site for the most recent drivers for your printer. debris, which are then

Reference Series / Fix Your Own PC 123 PERIPHERALS Inkjet Printers

forced through the printer’s compo- Again, your printer utility should have more of the ink heads is dry and nents along with the paper. As a a tool for aligning the print head. clogged, your printer cannot deposit result, you’ll see smudges of ink If you’ve cleaned and realigned the the proper proportions of colored ink on the paper where the ink-soaked print head but you’re still having on the paper. debris rubbed against the sheet of problem with gaps in prints, you If you notice a color cast, the first paper. thing to do is clean the print The key to handling such ink head, as we discussed earlier in smudges is first to ensure that this article. If the color cast con- you keep your printer clean and tinues after you clean the print free of debris. Next, make sure head a few times, you should that you only use papers which buy a new cartridge to replace are safe to use in your printer. the one that you suspect is dried For example, if you want to use out. To avoid such problems in a cloth-based paper, such as a the future, try to print some- velvet or canvas, check your thing at least once every week or documentation or call the man- two. You don’t need to use a lot ufacturer to confirm that this of ink to do this. You can print a type of paper will work with test page from your printer or a your printer. very small document. You may If your printer has already A common cause of printer errors is a simple paper jam. even conserve ink by printing in accumulated debris, the best draft mode. The important way to clean things up is to thing is that every so often, the clean the print head. The pro- ink cartridge dispenses some ink cedure for cleaning the print so that the ink heads don’t get head is different for each clogged with dried ink. printer, but usually you do this Besides dried-out ink car- either by pressing a button on tridges, there are a couple of the face of the printer or by other things that can cause a clicking a button such as Clean color cast. First, an improperly Print Head in the printer calibrated monitor may display utility. You may need to clean colors that are quite different the print head several times to than the colors that print. remove debris if your printer is Calibration is a complicated especially dirty. Cleaning the Most printers have an LED (light-emitting diode) that blinks topic that requires more space print head consumes some ink, when there is a printing error. than what we have here. How- so plan to use up a bit of the ever, you can search the Smart ink in your cartridges. Computing Tech Support Center If cleaning the print head does not should either take your printer to an (www.smartcomputing.com/techsup clean the printer enough to remove authorized repair center or buy a new port) and the Web to find information smudges from prints, you will need to printer. (Keep in mind that inkjet about monitor calibration. call an authorized repair center. Do printers aren’t very expensive, so it Finally, some printer manufac- not try to disassemble and clean the may be cheaper to buy a new printer turers have specially formulated inks printer yourself. than to repair your current printer.) that do not appear as the correct colors unless they are used with the Problem: There are small, white Problem: My prints have a severe manufacturer’s proprietary inkjet pa- lines or gaps in my print. color cast. The overall tint seems to pers. For example, if you use Canon Solution: When you see small gaps be more red, yellow, green, or blue paper in an Epson printer, some of in your printouts, this, too, usually than it should be. the colors may look funny. The best means that it’s time to clean the print Solution: You’re likely to see a option in this case is to buy the paper head. See the previous problem and color cast in your prints if you haven’t that the manufacturer recommends. solution for more information about used your printer for several weeks or cleaning the print head. months. This is because the nozzles of Problem: There’s a slight difference Rarely, gaps in printing occur be- the ink cartridges can dry out if they between how my photos looked on my cause a print head is out of alignment. aren’t used periodically. If one or computer monitor and how they look

124 www.smartcomputing.com / Fix Your Own PC PERIPHERALS Inkjet Printers when I print them. Specifically, it seems as at a time, there are three likely causes. your paper in a dry location and re- if some colors are darker or lighter than The first is that you’re using a paper trieve paper only when you’re ready they were on the screen. type or thickness that your printer to use it. Solution: Start by cleaning the doesn’t support. (Check your docu- The third cause of a printer grab- print head and calibrating your mon- mentation to determine if the paper is bing more than one sheet of paper at itor. Also, though, check your print the problem.) a time is a malfunction. It’s possible settings. Make sure that you that the rollers that grasp the have selected the right type of paper may need an adjustment. paper, the desired print quality, If you can find no other logical and the correct color settings (if reason for the misfeeds, you the option is available). If you should contact an authorized have not selected the right type repair center to do this work of paper in the Print Setup or for you. Print Properties dialog boxes, your printer may deposit the Problem: I can hear the wrong amount of ink on the printer attempt to grab paper, page. For example, if the Print but no sheets are actually en- dialog box indicates that you’ll tering the printer. print on glossy photo paper but Solution: A printer that can- you insert standard inkjet There are several things that can cause a print to have not grasp paper likely has one paper, your printer will likely a color cast, which throws off the tint in the image. of the same problems that we print much too heavily for the just discussed (wrong paper weight and finish of the stan- type, high humidity, or mal- dard inkjet paper. The second possible cause is hu- function). Read the previous solu- Likewise, if the Print Properties di- midity. If your printer is in a humid tion for more guidance in resolving alog box says that you will print on room, the sheets of paper may be- these problems. transparency paper, your printer will come slightly moist and curl or stick leave much less ink on the page than together, causing them to feed Problem: My printer supports it would if it were printing on stan- through the printer improperly. You borderless photo printing, but dard paper. Always make sure that have a few options to fix this there’s a gap around the edges of you’ve selected the right type of paper problem. First, you can run an air the pictures I print. before you begin printing. conditioner or a dehumidifier in the Solution: First, make sure that room. This will remove excess mois- you’ve selected the proper paper Paper Problems ture from the air. Second, you can size, such as Borderless 4x6, in the move your printer to a room where Page Setup and Print Properties di- Problem: A sheet of paper is stuck the air is drier. Third, you can store alog boxes. Then look for your in the printer. printer’s Expansion setting. The Solution: Unfortunately, most of name may be slightly different de- us have had a sheet of paper get stuck pending on the make and model of in the printer at some time. It can be a your printer. If you can’t find this very common occurrence. To resolve setting, consult your users manual. a paper jam, you usually gently pull Many printers that support border- the sheet of paper back out of the less printing let you configure the printer and then reset the printer. degree to which your printer should However, to avoid damage to your expand your images to make sure printer, you should consult the users that they print all the way to the manual to first ensure that you re- edges of the paper you’re using. If move the paper jam in a way that is the current expansion setting is too safe for your printer. low, increase the expansion setting a little bit and try again. This should Problem: The printer feeds more fix the problem. RS than one sheet through at a time. Check the expansion settings if your Solution: If your printer pulls borderless prints don’t print all the way to BY KYLEE DICKEY more than one sheet of paper through the edge of the paper.

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Problem: You’ve spilled fluid on Basic Troubleshooting the keyboard. Solution: Drink enough coffee, soda, or other beverage around your computer, and accidents are bound to happen including spilling liquid on Keyboards your keyboard. If this happens, acting quickly is imperative, as the underlying circuitry is in immediate risk of magine a computing world being permanently damaged. To without a keyboard. Doesn’t (hopefully) rescue the keyboard, I seem plausible, does it? first shut your system down to Though they’re often taken for turn off electricity to it and then granted, keyboards are vital toward tip the keyboard to drain as much helping us input data into email, fluid as possible. Follow up by Word and Excel documents, Web wiping it with a dry rag or towel. sites, and more. They also let us If the fluid was something oth- quickly open Windows programs, er than water, use warm water execute commands, control multi- to wipe the board clean. Some ex- media content, and play games. If perts advise rinsing the entire you’ve experienced a keyboard- board. If you do, make certain the related problem, you know com- keyboard is completely dry before puting life seemingly stops until plugging it back in, as electricity the problem is rectified. and water don’t mix. Using a hair Depending on whether you use dryer can accelerate the drying a notebook or desktop system, process, especially underneath the your keyboard likely has 80 to 110 keys incorrect characters or no characters at keys, but take care not to damage the and uses a traditional QWERTY layout all displaying on-screen, multimedia circuitry with excessive heat. For safe- vs. a Dvorak or other layout. Most key- keys not functioning, error messages ty reasons, consider waiting several boards connect to a computer via a indicating a keyboard isn’t present, or days before using the keyboard again. cable that has a connector that plugs keys sticking. The following are com- If these steps don’t do the trick, a re- into a computer PS/2 or USB port. The mon keyboard-related problems and placement is probably necessary. connection provides the keyboard possible fixes. power and relays electrical signals Problem: Certain keys stick when between the keyboard and computer. Simple Problems, Simple Solutions you press them. Wireless keyboards typically use battery Solution: Your keyboard will usu- power and a receiver that you connect Most keyboard problems usually ally let you know if a key is sticking by to the computer for communicating, relate to the keyboard’s cable, propri- ringing out a continuous beep, indi- usually via RF (radio frequency) or etary software, its cleanliness, or me- cating the keyboard’s memory buffer Bluetooth technology. chanical failures. Fortunately, most of is packed. Otherwise, characters may Inside a keyboard, a built-in micro- these problems are easily corrected. display erratically, or you’ll physically processor and circuitry manages those feel the key is stuck. Keys stick for electrical pulses, which occur when you Problem: Your keyboard only types several reasons, including if the board press a key and it connects to a sensor capital letters or the numeric keypad is particularly dirty. Over time, key- that’s underneath. The microprocessor, won’t display numbers or text you boards accumulate significant dirt, or controller, analyzes the pulses, con- enter overwrites existing characters. dust, and debris on and under keys. A verts them to binary form, and passes Solution: These problems are usu- cloth tissue with a little water usually them to the operating system, which ally caused by keys with functions you is enough to clean the board’s surface, executes the appropriate command or can toggle on and off. For example, if and using a can of compressed air will enters content into the proper pro- the keyboard only displays capital let- clear most junk from underneath the gram. Fortunately, keyboards are fairly ters, the CAPS LOCK key is probably keys. If you still notice keys sticking, simple devices and don’t generally ex- on. Press it to turn the function off. power your system down and try to perience many problems. Still, there The same applies to the NUM LOCK, gently pry off the stuck key with a may come a time when you notice INSERT, and SCROLL LOCK keys. flathead screwdriver, cleaning the

126 www.smartcomputing.com / Fix Your Own PC PERIPHERALS Keyboards space with a cotton ball and some the PS/2 or USB port or a motherboard trouble holding down two keys at isopropyl alcohol. controller may be bad, and it’s possible once, such as CTRL-Z. With Sticky- you’ll have to replace the motherboard. Keys turned on, you can push one key Beyond The Basics Finally, if the keyboard is plugged into one at a time to perform a key combi- a USB hub, the hub may not be capable nation. Pressing the SHIFT key five Although most keyboard-related of supplying sufficient power to the times turn StickyKeys on. Pressing problems aren’t severe, a few go be- keyboard. Try connecting the keyboard SHIFT five times again turns it off. yond a cable simply being loose. The directly to a dedicated USB port. following problems require a bit Problem: Characters repeat on- more effort to resolve. Problem: The multimedia or screen when you type. quick-launch keys won’t work. Solution: If characters consistently Problem: Your computer isn’t rec- Solution: Many keyboards include and unintentionally repeat on-screen, ognizing your keyboard. special keys for controlling multimedia adjusting the sensitivity of your key- Solution: If Windows displays an content, such as adjusting volume board’s keys can help. Do this in Win- error message that a keyboard isn’t levels, or for opening commonly used dows XP by clicking Start and Control present or characters you type aren’t programs, such as a Web browser. Panel and then double-clicking Key- displaying on-screen, check the con- Accessing these functions or custo- board. On the Speed tab, use the sliders nection to the computer. Shut your mizing the keys usually requires in- under Repeat Delay and Repeat Rate to system down and then look at its back stalling proprietary software and a experiment with how long you have to to make sure the connector is securely device driver that the keyboard’s man- hold a key down before it repeats and plugged into the proper PS/2 or USB ufacturer provides. If these keys aren’t the rate at which repeated characters port. PS/2 keyboard ports are typically working, check that the software is display. When you find a setting you’re colored purple, and the connector will installed and the configurations set comfortable with, click OK. only fit one way. Check also that the correctly. Check also that the keyboard connector’s pins aren’t bent or broken. meets Microsoft’s compatible tests. Other Keys To Success It’s possible to gently bend a pin back (You can check at testedproducts.win in place, but if it’s broken, replacing the dowsmarketplace.com.) If your board Other options for curing what’s keyboard is your only option. isn’t listed, check with your manufac- ailing your keyboard include checking If the pins are fine but you suspect turer for updated software. if Device Manager shows the keyboard the board isn’t receiving power, plug as being problematic. In WinXP, click another keyboard into the computer. If Problem: You accidentally turned Start and Control Panel and then it works, your keyboard’s circuitry may on StickyKeys and can’t turn it off. double-click System. In the System be damaged, and you’ll likely need a re- Solution: Windows provides the Properties dialogue box, click the placement. If the substitute also fails, StickyKeys tool for those who have Hardware Tab, click Device Manager, and look for the Keyboards entry. If your see a yellow exclamation mark or red X, there is a problem. Highlight the keyboard and click the Uninstall button. Reboot the system, and Win- dows will reconfigure the board. If your board displays odd charac- ters on-screen, check that Windows is using the correct language setting by opening Control Panel and double- clicking Regional And Language Options. On the Languages tab, click Details and check that English (United States) – US is set as the default. If not, click the Add button under Installed Devices and select it from the drop- down menu. RS If you see error messages indicating a keyboard isn’t present, it could mean your keyboard cable is unplugged, loose, or plugged into the wrong port. Most keyboards plug into a purple PS/2 port or BY BLAINE A. FLAMIG USB port. Make certain the board isn’t plugged into the green PS/2 port for mice.

Reference Series / Fix Your Own PC 127 PERIPHERALS

are optimally designed to work with Basic Troubleshooting their laser printers. Before opening your laser printer’s case, unplug the printer to prevent electrical shock from the printer’s in- ternal components. If you recently Laser Printers used the laser printer, let it cool down for a few minutes so that the fuser mechanism and photoconductor aser printers are a complex drum don’t burn your fingers. combination of mechan- Don’t touch the OPC drum or L ical, electrical, and chemical the oil on your skin may stick to components. Without the proper its surface, get baked onto the care and operation, a laser printer’s roller, and cause smudges on all inner workings can suffer and your future prints. If toner gets cause printer malfunctions or poor on your clothes, wipe it off with a print quality. But you can apply dry cloth and wash your clothes logical troubleshooting to identify in cold water because hot water many laser printer issues and per- will set the toner into the fabric. form the appropriate laser printer maintenance or software adjust- Laser Printer Paper Problems ment to resolve many printing problems. The following problems Problem: My laser printer re- and solutions assume that your ports it has a paper jam, how do I printer is responsive (see “What remove it? To Do When . . . Your Printer Solution: Open the front panel Won’t Print” on page 14) and concen- Wheels Within Wheels of the printer. Your printer’s users trate on correcting the most common guide, user CD with flash animation, laser printer annoyances. To transfer a digital image to paper, or an illustration on the printer can Although your first instinct may be laser printers employ a xerographic show you how to do so. Remove the to rip open the printer and look for the printing process that requires the toner cartridge from the printer and “smoking gun,” the printer’s outputted near-instantaneous interaction of all hold it horizontal to the floor to keep pages provide the most solid trail of evi- its components. The printer shoots a the toner from spilling. Place it on a dence. If your pages are flawed by laser beam onto an OPC (optical pho- disposable sheet of paper to confine smears, smudges, or lines, the problem toconductor) drum, and the drum’s any loose toner. Once you find the is most likely within the printer because electrostatic charge attracts a black or paper jam, gradually pull the paper it’s doubtful a print setting could cause colored powder called toner. The out so that you don’t tear the jammed such defects. Laser printer components toner is then applied to the paper and page. If the page can’t be moved, look tend to degrade over a long period of passed through a fuser that bonds the for illustrations next to the rollers that time, so sudden changes in printer per- toner to the paper through heat and indicate how to manually advance the formance are more often the result of pressure. For the process to work per- paper. Should the paper rip, remove an improper print configuration in fectly, the toner cartridge, drum, all the torn pieces, or they may jam your application or printer settings. For fuser, and paper in the laser printer the printer again. example, if you have trouble printing must meet product specifications. from Microsoft Word but not from When purchasing any replacement Problem: The paper is stuck at the Internet Explorer or Microsoft Excel, a parts, make certain the product is rear of the laser printer. print setting in Word is causing the compatible with your laser printer’s Solution: A paper jam stuck in the problem. If you’re unsure what your model. If you don’t know your model printer’s fuser mechanism is often un- print problem is, first check your appli- or manufacturer, it’s displayed on the reachable from the front panel. For this cation settings or printer properties for laser printer’s case, many times near reason, many laser printers include a faulty print configurations. A quick in- the control panel or in the upper-left removable rear panel. You may need to spection of these settings can save you or right-hand side. To ensure quality, remove a few screws from the panel from wasting time and frustration pur- purchase replacement products from and the fuser assembly to reach the suing other solutions. the manufacturer because their parts paper jam. Once the back cover is

128 www.smartcomputing.com / Fix Your Own PC PERIPHERALS Laser Printers open, gradually extract the paper from the paper farther into the tray to acti- compatible sheets because unsuitable the fuser assembly and pick up any vate the trigger switch. If the printer transparencies may melt and injure torn pieces inside the printer. still uses the main tray, change your your printer’s internal components. printer’s properties to always grab Problem: The laser printer often media from the manual feed tray. Problem: I’m having trouble feeds multiple pages into the printer. Click Start, Printers And Faxes, and feeding envelopes in the laser printer Solution: Laser printer paper then right-click your printer and and getting the text to appear in the comes in many weights (the heavier choose Properties. Click the Device correct location. the weight, the sturdier the paper) and Settings tab and in the Paper Source Solution: Each laser printer handles finishes. Generally, laser printers work drop-down menu choose Manual envelopes in a different fashion, and with a variety of paper types, but Feed. Once you finish printing from you should follow the laser printer’s check your product specifications to the manual tray, change the Paper guidelines exactly. Typically, the make certain the paper currently in Source back to Main Tray, or it will manual feed tray’s paper path is better the tray is compatible with your continue to grab media from the at handling thicker and smaller media, printer. The main paper tray of most manual tray. so it’d be best to insert your envelopes laser printers supports paper weights in the manual tray. Any envelopes you from 20 to 24 pounds, and the manual Problem: My laser printer won’t use should fall within the type and feed tray is designed to work better feed transparency sheets, or the thickness recommended in your laser with heavier or specialty paper such as transparencies are coming out printer’s manual and meet general transparencies, stationery, and en- melted or warped. laser printer standards. The heat and velopes. Check that the paper isn’t Solution: Before you print a trans- pressure applied to the glue during the warped or stuck together because this parency, remove the white piece of fusing process could seal unsuitable can cause the feeder to grasp multiple gripper edge tape because the printer envelopes. When you insert an enve- pages. Pick up the stack of paper and may have trouble grabbing or moving lope, adjust the paper guides so that separate any pieces that may be stuck the polished edge through its paper they will pull the envelope straight together by fanning the stack with path. Typically, transparencies feed through the printer. Remember to re- your thumb. Remove any warped or better through the manual tray be- configure your printer’s software for bent pages and straighten a wavy stack cause it’s designed to handle specialty the proper envelope size. Once you set of paper by bending it in the opposite media. Transparencies have a rough the correct media size, use the print direction. After you insert the paper, and smooth side, and you should print preview function to make certain the slide the back guide and side guides on the rough, grainy side of the sheet. text is correctly formatted. until they fit tightly against the stack If your transparencies come out of the of paper but not so firm that they laser printer slightly melted or warped, The Print Quality Is Poor cause the paper to bow. Avoid mixing you need to purchase laser printer different paper types in the same tray because Problem: My laser their different textures printer prints out pages and weights can make it with randomly faded-out difficult for the printer to areas or blank spots. grab a single sheet. Solution: The paper manufacturing process can Problem: The printer sometimes cause paper to won’t use its manual reject toner. Try a different feed tray. type or brand of paper in Solution: Laser print- the printer. If your paper ers typically automati- is stored in a humid envi- cally sense paper in the ronment such as a base- manual feed tray through ment or storage room, a trigger switch next to check the paper for moist manual tray’s entrance. If spots on its surface. The the paper or media isn’t paper may not feel damp, firmly inserted into the but its moisture content tray, you may need to set Laser printers often feature a removable rear panel to reach paper jams in may affect how the toner the side guides or insert the fuser mechanism at the back the printer. fuses to the paper. Set the

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paper in a dry room or storage con- Print Density is set correctly, your your users manual to both clean and tainer for a week or two before re- toner cartridge may be damaged or in- correctly install it. inserting it in the printer. The toner correctly installed, causing it to release cartridge may also be running out of too much toner. Remove the toner car- Problem: The printer only outputs toner. Remove the cartridge and shake tridge and make certain it fits within blank pages. it horizontally to redistribute the re- your laser printer’s product specifica- Solution: If the toner cartridge is maining toner. If the blank spots still tions. Although a little loose toner is new, make certain you removed the crop up, it’s time for a sealing tape covering the new toner cartridge. toner cartridge’s opening. If you noticed the laser Problem: Blank spots printer outputting lighter or faded-out areas ap- and lighter pages, the pear in the same spot on toner cartridge may be every page. running out of toner. Solution: The photo- conductor drum under- Problem: The printer neath or inside your toner occasionally prints com- cartridge needs to be pletely blank pages. cleaned, or it has been Solution: Your laser damaged. Although the printer may be configured drum may not appear to separate different print dirty, it could have re- jobs by attaching a blank If you live in a humid environment or store your paper in a humid storage sidual electrical charges page after each individual room, the paper may draw in moisture, become warped, and create poor that impede the laser document or image. Click prints or jam your laser printer. Try storing your print media in a dry room or printer from applying new Start, Settings, and Printers storage container to keep out the unwanted moisture. charges. Depending on And Faxes. Double-click your printer, its software your printer, select the may include an internal Printer menu, and click cleaning utility that can Properties. Click the Sep- wipe the OPC drum of arator Page button, remove both residual toner and the separator page file, and electric charges. Various click OK. If no separator programs label their utili- page is selected, you may ties differently, but your have extra spaces or blank users manual will indicate lines attached to the end of which program to use and your documents. provide step-by-step in- structions. You could also Problem: The same ob- purchase laser printer ject or letter repeats down cleaning sheets that feed the length of the page at through the printer to even intervals. remove toner particles Solution: This effect is If possible, print your envelopes through the manual feed tray because its from the internal rollers called ghosting, and it usu- paper path handles thick and small media better than the main tray. and drums. If cleaning ally occurs with images the print drum doesn’t that require a large amount fix your problem, you may need normal, excessive amounts within your of toner. When the toner cartridge to purchase a new toner cartridge or printer not only cause bad prints, but can’t provide sufficient toner, a OPC drum. will eventually cause the failure of your residual electrical charge can be left on printer’s mechanical parts. Wipe the the drum that will repeat down the Problem: The entire page prints internal printer cavity with a dry, lint- length of the page. To resolve ghosting, out black. free cloth and use a brush to clean try printing in Landscape mode be- Solution: If your printer has a Print toner particles off the components. If cause the different perspective may Density setting, verify that it has not the toner cartridge needs to be cleaned, distribute the toner better. Click the been turned to the darkest level. If the follow the manufacturer’s directions in Start menu, select Settings, and then

130 www.smartcomputing.com / Fix Your Own PC PERIPHERALS Laser Printers

Once you insert an envelope, adjust the paper guides so that they’re flush but not so tight that they bend the envelope. click Printers And Faxes. Double-click within the printer’s specifications or try Problem: The page is full of garbled your printer and select Properties. In using another kind of paper. If the laser text or is missing portions of text. the laser printer’s Preferences, change printer is outputting a scanned image, Solution: The cable that connects its Orientation radio button from the paper on the scanner may have your laser printer to the computer Portrait to Landscape. If that doesn’t moved during the scanning process. may be too long or has become dam- do the trick, lower the Print Density aged. Your printer’s specifications setting through your printer’s control Problem: There are black hori- usually list a recommended length; panel. You could also try inserting a zontal or vertical lines on every page. parallel cables generally need to be high-quality paper that will better ad- Solution: Other than smoke bil- less than 6 feet, and USB cables here with the toner. In most cases, this lowing from the printer, consistent should be less than 10 feet long. If you condition only affects certain images black horizontal or vertical lines are connect the laser printer to a USB because their detail requires a sizeable the worst problem a laser printer can hub, your printer may be sharing the amount of toner. display. In most cases, the black lines same port with another device that’s mean the printer’s OPC drum has a causing interference. Directly connect Problem: My photo prints tend to scratch that has accumulated baked- the printer to the computer’s USB look mediocre. on toner. Even if you clean off the port. If the printer still outputs rub- Solution: Although standard office toner, new toner will collect each bish, download and install an updated paper works great with text, photos time you print a page and result in driver for your printer from the man- have greater detail and look dreadful the same horizontal or vertical line. ufacturer’s Web site. on anything less than photo-quality Because the drum is a cylinder, the laser printer paper. If your photos still lines will appear at equal distances The Next Step look bad using photo-quality paper, down the page. However, a dirty make certain the printer is configured corona wire can also cause distinct If your problem isn’t covered in to output on photo-quality, glossy, or lines and fuzzy areas along the this article, consider searching your thick paper. Besides setting the paper length of the page. Your users manufacturer’s Web site for some quality, make certain your printer is manual will indicate the correct way model-specific troubleshooting. If set to output on the highest resolu- to access the wire, and you can clean the manufacturer doesn’t offer many tion possible. Each printer’s software the particles off it by running a online solutions, try running the is different, but typically you can brush or cotton swab along the wire. software CD that came with your choose the paper quality and print Check the printer’s preferences and printer. Many newer laser printers quality in the printer’s preferences. verify the line isn’t caused by any include a CD with troubleshooting watermarks or hidden lines in your advice and flash animations to help Problem: Some images in photo application. If the line persists and you perform basic maintenance. If prints are wavy or seem twisted. the laser printer is older, consider you’re still unable to fix the problem, Solution: Typically, this happens purchasing a new one because a new call the manufacturer’s tech support with photo paper or glossy paper that toner cartridge or print drum can be for further advice. RS isn’t intended for use with laser almost as expensive as a brand new printers. Make certain the paper fits laser printer. BY NATHAN LAKE

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includes a driver that’s newer than the Basic Troubleshooting one WinXP has listed. WinXP’s in- stallation wizard might “hang” when automatically installing a plug-and- play MFD unit. Instead, first pull out the MFD’s Multifunction quick installation guide. Pay close at- tention to whether you should physi- cally connect the device before you insert the installation CD, or whether Devices the steps should be reversed. The in- structions may tell you to cancel FDs (multifunction de- WinXP’s Found New Hardware vices) are a staple in wizard, a step you would likely not M homes and home of- take if you were following the same fices across the country, and procedures you typically do for it’s easy to see why. They have numerous other types of devices. dropped dramatically in price over the past couple years, mak- Problem: I followed the instal- ing them affordable for nearly lation instructions to the letter, any budget. You can typically but my PC still doesn’t recognize print, copy, scan, and maybe my MFD. even fax with one such machine, Solution: All-in-one devices which saves valuable space in may do it all, but they don’t op- what might be a crowded work erate in a vacuum. Most compo- area. Plus, you have to learn how nents rely in some way upon the to use only one machine, not two, interaction they have with your three, or even four. But the trade- PC. And if you’re using, say, a off is that if something goes Windows 98 PC and your device wrong with your all-in-one device, it mean the machine necessarily won’t supports only WinXP and later OSes, you may be stuck without any of its work with your PC. Instead, there you could be out of luck. Make sure essential components. could be a simple solution. you read the system requirements for That’s why knowing a few basic the MFD that you want to buy before troubleshooting steps can be critical. Problem: I’ve plugged in all the ca- you buy it to make sure it’s compat- With so many manufacturers, makes, bles and followed the procedures on ible with your PC. and models out there, figuring out ex- the installation disc that came with actly what is causing a problem may my device, but when I reboot my PC, not be an easy task. Still, there are the computer doesn’t recognize any some common issues that affect MFDs new hardware. across the board. Before you throw up Solution: When you first receive your hands in frustration, inspect your your new MFD, it’s tempting to pull device, noting the manufacturer’s everything out of the box and start name and the device model number the installation process without taking printed on it. Then, gather any of its a look at the documentation. After all, documentation, take a couple of deep it’s fairly obvious where the cables breaths, and read through our trou- connect, and we all know how to in- bleshooting solutions. sert and follow directions on a CD. Don’t give in to that temptation. Your Installation Issues OS (operating system) and your MFD’s manufacturer may have dif- If you have acquired a new MFD ferent techniques for installing a new When your multifunction device, such as this and can’t get even the first step—in- piece of hardware, and they may con- MFD from Brother, stops functioning correctly, stallation—to go smoothly, it doesn’t flict. For example, suppose you’re you may lose your printer, copier, scanner, and mean the machine is a dud. Nor does running Windows XP, and your MFD fax machines all at once.

132 www.smartcomputing.com / Fix Your Own PC PERIPHERALS Multifunction Devices

If you’re running the required OS Finally, install the ScanJet software Solution: MFDs are complicated but the two units aren’t communicating and reboot your computer—and devices with complex device drivers. properly, the conflict may lie in the don’t forget to turn the antivirus soft- If one component “suddenly” stops connector between the two. Most ware back on. working, a likely culprit is a device MFDs these days connect to PCs via driver. Visit the manufacturer’s Web USB cables, and some newer ones re- General Non-working Issues site to download the latest drivers. Or, quire they be connected to a USB 2.0 you may have recently installed an- port, or Hi-Speed USB port. If you try It can be difficult to diagnose why other piece of hardware or software to connect the MFD to a USB 1.1 port your MFD stops working altogether. that conflicts with that particular (more common on older PCs), the de- Here are some possible scenarios. component. Uninstall the new appli- vice may not work. To determine cation to see if that fixes the problem. whether your PC has a USB 2.0 port, go to Start, My Computer. Under System Problem: The MFD went into Tasks, select View System Information. power saving mode. When I tried to In the System Properties dialog box, se- get it to come back on in full power, lect the Hardware tab. Click the Device it no longer works. Manager button. Scroll through the list Solution: This is a known issue of devices until you see Universal Serial with some HP MFDs when they are Bus controllers, and click the plus (+) plugged into surge protectors. The sign to expand it. If the list contains a device goes into a sleep mode, and device that contains a phrase like when you “wake” it, the unit registers “USB2 Enhanced” or simply “En- Run a nozzle check to verify your MFD (multi- a significantly higher power usage. hanced,” you have a USB 2.0 port. function device) hardware is working properly. The surge protector, depending upon Also, keep in mind that some the model, may consider this to be a motherboards have both USB 1.1 and power surge. Doing what good surge 2.0 ports on the same board. If you Problem: My MFD was func- protectors do, the surge protector suspect the trouble is a faulty port or tioning just fine, but it has simply limits the increase in power to the one that has too low a speed, be sure stopped working. MFD, which may cause some or all to try to connect the MFD to various Solution: As with any computer pe- components to stop working. Unplug ports on your PC. ripheral, the first items to examine are the MFD from the surge protector the physical connections. Is the power and plug it directly into a wall outlet. Problem: I’m trying to install soft- cord firmly in place in both the back of ware for my HP ScanJet MFD, but I the device and in the wall outlet or Paper Problems get the error message: “An unex- power strip? Is the USB cable secure? Is pected internal error has occurred. the cable plugged into the proper spot Whether you’re copying or printing, Click OK to close the program, and on the PC? Once you’ve eliminated paper problems can really jam you up. then try one of the following: Restart these obvious causes, consider any se- the program. Restart the PC and then curity features your device may have. try again. Reinstall the Photo & Some units have features that prevent, Imaging Software and try again.” for instance, unauthorized copying. Solution: Our experience has been For example, several Epson all-in-ones that this occurs with a number of HP have security locks, which appear as MFDs. You can ignore the error mes- prompts in the LCD panel. When the sage and continue to install the soft- lock is on, you are prompted to enter a ware, but the scanning component of PIN code. To disable the lock in this your HP device may not work prop- type of Epson MFD, insert the Epson erly. To remedy the situation, we rec- installation CD. Open the SecurityLock ommend you uninstall the ScanJet Tool folder and double-click the pro- software. Then, install all Windows gram in the folder. Select Security Lock Updates. Next, install the Msjavax86 Off and click OK. Click OK again. .exe file from www.hi-teach.com/in Using the correct paper size and type can elimi- fohub/help.htm. When that is com- Problem: One component (fax, nate various printing problems; check your plete, temporarily disable any an- scan, copy, print) has stopped working, MFD’s (multifunction device’s) software set- tivirus software you have running. but the others are still operational. tings to verify they match the paper in the tray.

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Problem: Paper won’t feed heads. Many MFDs have utilities through the machine. that clean print head nozzles. Solution: When paper won’t Visit the manufacturer’s Web feed through your MFD, it’s site for detailed instructions on often a hardware issue. Over how to clean the nozzles. time, rollers get dirty and either feed paper through askance or Problem: I’m able to get not at all. Throw into the mix a paper to feed through the ma- paper jam that isn’t fully cleared chine and ink to print onto (it can be difficult to find that the paper, but the output is last, tiny scrap of paper stuck in fuzzy or the print quality is your MFD), and the paper feed otherwise poor. mechanism may break down. Solution: This is another To see whether your PC has a USB 2.0 port for your MFD (multi- Open the device and check all of problem that may need multiple function device), take a look at your Device Manager dialog box. the housings and other mecha- troubleshooting steps to solve. nisms in the unit. Make sure First, keep in mind that with re- each is clear of any impediment gards to print quality, there are and securely close each one. two main types of MFDs: inkjet Also, you may need to clean the and laser printers. If you are rollers. The specific steps will using the wrong paper for your vary, depending upon the unit, device, the output may be but your first step should be to blurred. (Plus, you run the risk of turn off and unplug the device. using unnecessarily excessive Rub a lint-free cloth, lightly amounts of ink when you print moistened with pure or distilled from an inkjet device onto paper water, across the rollers. designed for a laser machine or It’s possible that the problem vice versa.) Also, check the soft- has nothing to do with the ware settings and make sure that MFD’s hardware and can be you have them set for the highest fixed by adjusting the paper Make sure your MFD (multifunction device) device drivers are desired quality rather than the stack. Make sure paper is up-to-date by downloading the latest drivers and patches Draft or other “low-quality” set- straight (no bent or curled from the manufacturer’s Web site. ting. In addition, most MFDs edges) and that all the paper in have some type of check that you the stack is of the same size and can run to verify the device is type. Check the manufacturer’s performing up to par. For ex- recommendations for the num- ample, when you open a Dell ber of sheets; a stack that is too unit’s Control Panel software ap- large may cause the rollers to plication for many of the Dell all- balk at loading paper. Also, in-one models, press the Main- check the paper settings in the tenance button. You can select MFD’s software application to from a variety of options, in- make sure they match the paper cluding Clean To Fix Horizontal in the paper tray. Streaks, which may improve print quality. Explore your own Problem: Paper is feeding device’s software cleaning op- through the machine, but the To cure slow copying woes, change your MFD (multifunction tions. If this fails, you may need output is entirely blank. device) settings to a faster setting. to clean the unit’s print head Solution: This is a problem nozzles; visit the manufacturer’s with many possible solutions. The you installed the latest print drivers? Web site for instructions. first one is to make sure you follow Is the MFD selected as the default the manufacturer’s procedures for re- printer? Are the settings appropriate Scanning & Copying placing and properly installing the ink for the paper size you’re using? If cartridges. If that doesn’t do the trick, you’ve answered yes to all three ques- Some MFD users think of their de- check your devices’ software. Have tions, it’s time to check the print vices as glorified printers, but when

134 www.smartcomputing.com / Fix Your Own PC PERIPHERALS Multifunction Devices you rely on the scanning and copying Faxing components, it can be frustrating when they aren’t working as expected. Faxing has become less popular now that it’s so easy to email files to Problem: The scan output is dis- remote locations, but faxing still has playing bizarre characters that weren’t its place. Whether you need to send in the original, printed document. or receive a fax, it’s critical to be able Solution: Scanning software appli- to rely upon your MFD’s fax capabili- cations can treat files in one of two pri- Installing an inexpensive DSL (Digital Subscriber ties (assuming the unit has them). mary ways: as images or as text Line) filter can get your MFD’s (multifunction documents. When scanning a text doc- device’s) fax component operational. Problem: The product’s Web site ument, if you don’t want the option of says I can use my MFD as a fax ma- editing the text of the scanned file, your chine, but there’s no telephone or fax best option is to scan it as an image file application, which can be convenient if function button. How does this work? rather than a document. This helps en- you plan to edit or otherwise manipu- Solution: Some MFDs, even those sure the scanned output is nearly iden- late an image. There are some known without telephone handsets, can act as tical to the original file. If you’re conflicts, however. For instance, users virtual fax machines, provided your scanning the document as a text file, of some Dell units report that when MFD is connected to a PC that is the software’s OCR (optical character they try to scan an image into Paint equipped with a fax modem. The exact recognition) function kick in. The text Shop Pro Studio, the system runs procedure for sending a fax will vary is scanned one character at a time, and slowly or stops running altogether. One according to the MFD, but here’s one the OCR software translates the char- work-around is to scan the photo into example. Suppose you have an Epson acter images into ASCII (American another application or simply to scan it MFD that advertises virtual fax capa- Standard Code for Information onto your PC’s hard drive, and then to bilities. Before installing the Epson, launch Paint Shop Pro Studio (or make sure your PC already has a fax similar image-editing application) utility. (WinXP comes bundled with and open the scanned image from such a program, called Fax Services.) within that application. Then, after the MFD installation, place the document on the MFD’s glass Problem: The copying function “table,” press the keypad numbers on of my MFD is much too slow. the unit to enter the fax number, and Solution: Keep in mind that press the Start button. The image is the more complex the original scanned and converted to a fax image. document, the longer it will take to copy. Plus, other variables af- Problem: I’m trying to fax over a fect copy speed, some of which telephone line that is connected to a If your PC has a fax utility, you may be able to fax you can manipulate to make the DSL (Digital Subscriber Line) modem, from your MFD (multifunction device) even if it copying process proceed more and there’s too much interference. doesn’t have a telephone handset. quickly. Check your product’s Solution: Depending upon your documentation for instructions MFD, you may be trying to send a fax on how to determine if the through a machine designed to Interchange), which the computer can copying function is running in the handle analog data, while your DSL read. If the OCR software isn’t up to fastest possible operation mode. setup is delivering digital data to your snuff, you may end up with “mistrans- Then, time the copying process. If PC via the phone line. Installing a lated” text characters. Investing in it is significantly lengthier than DSL filter on the line can eliminate some high-quality OCR software the manufacturer’s specifications, unwanted interference. (For detailed should solve this problem. testing and cleaning the hardware instructions on how to do this, read may solve your problem. Wipe down the article “Good Connections: Get Problem: When I try to scan an the scanner glass with a cloth lightly The Vibe For Fast, Reliable Internet image directly into my third-party covered with glass cleaner, making Access” online at www.smartcom photo-editing software, it takes what sure no cleaner drips into the unit. puting.com/2006/internetaccess.) RS seems like an eternity. Then, follow your manufacturer’s Solution: Many MFDs let you scan instructions for cleaning the con- BY HEIDI ANDERSON images directly into a photo-editing tacts of the ink cartridges.

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Steps For Troubleshooting Typical Basic Troubleshooting Scanner Problems Because most scanner problems have multiple solutions, we list a se- ries of troubleshooting actions for each problem. Try the actions in the order presented, testing after each. If Scanners the action taken does not resolve your problem, move on to the next action.

Problem: My computer can’t find canners convert text docu- the Device Manager, right-click My the scanner or the scanner doesn’t ments, paper photographs and Computer, click Properties, select the start scanning. S images, slides and negatives, Hardware tab, and click Device Solution 1: Check the power supply and even small three-dimensional ob- Manager. Expand the Imaging Dev- and cable. Verify that the power light jects into digital files. Essentially elec- ices section to view a list of installed is on and the scanner is ready. Make tronic copy machines, most scanners devices, including scanners. sure to use the power equipment that come in three main types: flatbed Typically, scanner problems are re- came with the scanner. If the power scanners, sheetfed scanners, and mul- lated to one or more of four general supply is plugged into a power strip tifunction/all-in-one devices. areas: a faulty cable or connection, is- or surge protector, try plugging it di- A flatbed scanner features a hori- sues with the scanner software settings rectly into the wall. zontal glass pane, usually in letter or Solution 2: Check the USB cable, if legal size, on which you place a docu- applicable. If your scanner is con- ment for scanning. Scanners with an nected to the computer with a USB ADF (automatic document feeder; a cable, use the cable that came with slanted tray that holds documents the scanner. If you are using a dif- for scanning) are sheetfed scan- ferent USB cable, it should be ners. A sheetfed scanner may no more than 6-feet long. Try or may not include the flat- plugging the USB cable into a bed component, and de- different USB port on the pending on the scanner PC. If the USB cable is model, you can place one plugged into a USB hub, try or more documents to scan connecting the cable di- in the ADF. Finally, many rectly to the computer. If multifunction or all-in-one you have another compat- machines include scanning ible cable, try replacing the capabilities, together with current cable. other features such as copying, Solution 3: Check the SCSI printing, and faxing. or FireWire cable, if applicable. In addition to the hardware, Some high-capacity scanners use a most scanners come with software SCSI or FireWire interface. Use the for editing images, previewing scans, cable that came with the scanner, and and setting scan properties. To con- double-check the connections on your vert documents into digital text, computer and the scanner itself. Try many scanners include OCR (optical or the driver, physical characteristics of disconnecting and reconnecting the character recognition) software. the document to be scanned, or main- cables. If you have another compatible To identify your scanner’s manu- tenance/cleaning issues. The following cable, try replacing the current cable. facturer and model information, first troubleshooting section discusses typ- Solution 4: Check the shipping check the exterior of the scanner ical scanner problems and provides lock. If the scanner has a shipping for brand and model labeling. If multiple solutions. If none of the sug- lock, verify that it is in the unlocked you cannot locate identifying infor- gestions work, contact the scanner position. The shipping lock prevents mation on the scanner itself, try the manufacturer for assistance in case the carriage damage to the scanner Windows Device Manager. To open scanner needs repairs or replacement. during shipping.

136 www.smartcomputing.com / Fix Your Own PC PERIPHERALS Scanners

scanned image dictates the dpi/ppi level to use. Ideally, you can use the following guidelines for dpi/ppi set- tings. If your computer is running out of memory or hard drive space, how- ever, try a lower setting. Image for email or CRT (cathode- ray tube) display: 75dpi/ppi Image for on-screen LCD display: 200dpi/ppi Text documents and medium- quality images for printing: 300dpi The Kodak i150 scanner /ppi uses an ADF (automatic High-quality images for printing: document feeder) to load 600dpi/ppi documents for scanning. High-quality images for enlarging: 1,200dpi/ppi (may require 100MB or Solution 5: Reset the scanner. know the correct software settings, more of drive space) Follow the manufacturer’s instruc- change the settings to the factory de- Solution 2: Reduce memory use. tions to reset the scanner. If you do fault, or refer to the software’s online Close all unnecessary applications, such not have instructions, disconnect the help or support information. as email and word processing software. cable that connects the scanner to the Solution 9: Close all open pro- You can also reduce the number appli- computer. Disconnect the scanner grams and disable antivirus software. cations running in the background power cable to turn the scanner off. If this solves the problem, the an- with the Windows configuration tool. Turn off the computer and wait a tivirus software may be interfering To do this, click Start and Run. In the couple of minutes. Turn on the com- with the scanning software. Check Open dialogue box, type msconfig and puter, reconnect the scanner power with the antivirus software manufac- click OK. Select the Startup tab and re- cable to turn the scanner on, and re- turer to resolve the conflict. move the checks from any applications connect the cable that connects the Solution 10: Try repairing the you do not want your computer to scanner to the computer. scanner software. Click Start, Control start automatically. If you’re not sure, Solution 6: Update the scanner Panel, and Add Or Remove Programs. do not remove the check—write down driver and software. Check for updates Select the scanning software and click the name of the item and research it to device drivers and new software Change or Repair. Follow the on- later. When you have completed patches. Install the updates as in- screen instructions. unchecking items, click OK and restart structed by the manufacturer. Solution 11: Uninstall and reinstall your computer. Windows restarts in Solution 7: Check the device driver scanner software. Click Start, Control the Selective Startup state. If your in the Windows Device Manager. To Panel, and Add Or Remove Programs. system does not operate correctly in open the Device Manager, right-click Select the scanning software and click Selective Startup or you want to return My Computer, click Properties, select Remove. Follow the on-screen in- to the previous state, select Normal the Hardware tab, and click Device structions to remove the software. Startup and restart Windows again. Manager. Look in the Imaging Devices Reinstall the scanner software using Solution 3: Increase hard drive section for a yellow exclamation mark the original installation CD. space. To up the amount of space or red X indicating a problem with the available on your computer’s hard device or driver. If a problem is indi- Problem: I don’t have enough disk drive, start by emptying the Recycle cated, right-click the scanner and click space, or memory errors occur when I Bin. To do this, right-click the Recycle Properties. In the Device Status box, use my scanner. Bin on the Windows Desktop and look for any messages about problems Solution 1: Try scanning to a lower click Empty. You can also run the with the scanner, or click the Trouble- resolution. Most scanners let you Disk Cleanup utility. To do this, click shooting button for additional help. scan at different resolutions. Image Start, Programs, Accessories, System Solution 8: Verify scanning software resolution is measured in dpi (dots Tools, and Disk Cleanup. Follow the settings. Most scanning software auto- per inch), which is sometimes re- on-screen prompts to select files to matically opens when you attempt to ferred to as ppi (pixels per inch). As remove. You can free additional space perform a scan. If yours does not, open dpi/ppi increases, so do image quality by removing applications you do not the software manually. If you don’t and file sizes. How you plan to use the need. Click Start, Settings, Control

Reference Series / Fix Your Own PC 137 PERIPHERALS Scanners

Panel, and Add Or Remove Pro- glossy or semi-glossy coating, try Solution 5: Check the scanning grams. For each application you no non-glossy paper. software. Verify that photo scanning longer need, select the application Solution 5: Clean the ADF. Follow is not selected for text or line draw- and click Remove. the manufacturer’s instructions for ings and vice versa. cleaning the ADF assembly. If parts Solution 6: Check for bleed Problem: My ADF is experiencing such as pads or rollers appear worn, through. If the original document is feed errors and paper jams. refer to the manufacturer’s in- Solution 1: Inspect documents for structions for replacing them. obstructions. Make sure the docu- ments you are attempting to scan do Problem: My scans are blank not have staples, paper clips, binder or of poor quality. holes, glued edges, punch holes, tears, Solution 1: Check ADF docu- or other characteristics that interfere ment placement. If you are with the ADF. using an ADF, make sure you Solution 2: Check document com- have placed the documents cor- patibility. Do not place documents in rectly in the ADF. For example, the feeder that the ADF is not de- make sure it is facing up or signed to handle, such as multipart down, as indicated in the manu- forms. If you’re scanning a document facturer’s directions. The Windows System Configuration utility lets you that’s not a standard size, check the Solution 2: Inspect the orig- control the programs that automatically start when you scanner documentation to verify the inal document or image. Verify turn on your computer. You can deselect some of the sizes it supports. that the original is clear and not items to increase your computer’s available memory. Solution 3: Confirm ADF installa- distorted or damaged. tion and document placement. Verify Solution 3: Clean the scanner two-sided, the information from the the ADF is installed properly and in glass. Most manufacturers recom- reverse side of the document may the correct position. If you are scan- mend cleaning with a lint-free cloth bleed through. Adjust brightness, ning multiple documents, do not ex- and nonabrasive glass cleaner or iso- contrast, and threshold settings to re- ceed the recommended ADF capacity, propyl alcohol. duce bleed through. and fan the pages prior to placing Solution 4: Preview the scan. If Solution 7: Reinstall or update the them in the ADF to separate them. available, use your scanning soft- scanner driver. Check the manufactur- Solution 4: Work with different ware’s preview feature to verify the er’s Web site for an updated driver or types of documents and sizes. If you scan quality. Adjust software settings reinstall the current driver following are scanning pages of different sizes, to increase sharpness and/or resolu- the manufacturer’s instructions. try scanning only the same size pages tion. For color images, use 24-bit at the same time, or scan each page output, and for black and white use Problem: My scans have vertical one at a time. If the paper has a 256 shades of gray (8-bit grayscale). lines or stains. Solution 1: Scan a blank sheet of paper. If the lines or stains continue to appear, clean the scanner components. Solution 2: Clean the scanner glass. Most manufacturers recom- mend cleaning with a lint-free cloth and nonabrasive glass cleaner or iso- propyl alcohol. Solution 3: Clean the ADF mecha- HP’s Photosmart nism. Follow the manufacturer’s in- 2570 All-in-One structions for cleaning the ADF Printer, Scanner, assembly. If parts such as pads or Copier is designed rollers appear worn, refer to the for home users. It manufacturer’s instructions for re- has a glass flatbed placing them. that you can place documents on for Problem: The scans are clipped, in- scanning. complete, or skewed.

138 www.smartcomputing.com / Fix Your Own PC PERIPHERALS Scanners

cropping feature enabled. Solution 1: Change to black and Additionally, if the scan- white. Reduce scan time by choosing ning software includes an black-and-white output, if possible. automatic straightening Solution 2: Adjust resolution and feature, it may attempt to file size. Modify the scanner software straighten an image that in- to reduce the resolution and decrease cludes a large graphical de- the file size. Avoid using the 24-bit sign. Turn the feature off color output, if possible. Lower-quality and try the scan again. If a settings generally result in faster scans. page is missing from the Solution 3: Decrease the image size. scanned document, turn Crop or resize the photo to a smaller off any scanning software scan dimension. options that automatically remove blank pages. Problem: Text created by the OCR Scanners are listed in the Imaging Devices section of the software is incorrect. Windows Device Manager. You may need to turn the scanner Problem: The scanned Solution 1: Ensure software settings on for it to display in Device Manager. image’s color or bright- are correct. Check the scanner soft- ness is incorrect. ware to be sure you selected a text doc- Solution 1: Verify soft- ument for scanning. Also, select a ware settings. Check the minimum dpi of 300. Even under ideal settings for color and conditions, the OCR software may not brightness. Adjust as be able to convert all text correctly. needed, using the pre- Solution 2: Check the original doc- view feature if available. ument. OCR software is less reliable Solution 2: Move the when the quality of the original docu- document. Try rotating ment is poor. the original document 90 Solution 3: Reformat the scanned degrees in the scanner. document. Word processors may not Solution 3: Use default be able to read all of the scanned docu- settings. Set the scanner ment’s fonts if the font is not available and software to the original on your PC. Also, the OCR software factory default settings. may not preserve columns, tables, and Solution 4: Adjust set- other formatting. Use the word The preview feature of scanning software lets you adjust the tings for colored paper. processor to reformat the document as scanned image before it is finalized and saved to a file. If you are using colored needed after scanning. RS paper, set the output type Solution 1: Place the image or doc- to black and white. Change the color BY CARMEN CARMACK ument correctly. If you are placing the channel to red, green, or blue to deter- image on a scanning bed, make sure it mine the channel that works best with is positioned correctly. Try turning the the background. Magazine image 90 degrees and rescanning. pictures and postcards might Solution 2: Check ADF issues. If benefit from the descreening you are using an ADF, align the page option, if available, which re- in the sheet guides and do not exceed duces undesirable patterns. the ADF sheet capacity. Make sure the sheet guides are not loose or broken. Problem: Scanning is For multi-page scans, especially pages very slow. of different sizes, scan one page at a time. If the paper you’re using has a glossy or semi-glossy coating, try Settings in the scanner software non-glossy paper. help you define the correct Solution 3: Verify your scanner’s settings for different types of software settings. Check whether your documents, such as text scanning software has an automatic documents and graphics.

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the file, it could take a few seconds or a Basic Troubleshooting few hours to download an audio clip. Finally, check to see if you can hear sound from other applications. Put an audio CD in your computer’s CD- ROM drive and play the files using an audio player such as Windows Media Player. If you’re able to hear sounds Speakers from other applications, make sure you have the appropriate software plug-in to listen to the audio file, keeping in mind that some Web sites Sometimes, the sound card in use very specific audio players. your computer, rather than your speakers, causes the Problem: Regardless of the appli- audio problems you’re ex- cation, I cannot hear sound coming periencing. If you suspect from my computer speakers. this is the case, take a look Solution 1: Check all of the jacks at our articles on trou- that connect your speakers to the bleshooting sound cards computer. Disconnect and recon- on pages 46 (“You’re nect the cords to ensure there is a Having Audio Problems”) solid connection. Make sure you and 75 (“Basic Trouble- have the appropriate speaker cords shooting: Audio Cards”). plugged into the appropriate jacks on your computer; look for Line In, No Sound At All Line Out, Microphone, and Joystick- specific jacks. Problem: You click a link to an Solution 2: Verify the external audio file on a Web site, but hear speakers have power by looking for a nothing. light on the speakers. Plug a dif- fter downloading a new track Solution: Some Web pages open a ferent device such as a lamp into the from your favorite online separate window in order to initiate the same outlet to make sure that the A music store, you’re ready to audio player. Popup blockers some- outlet is live. jam. Much to your disappointment, times block this new window from Solution 3: If your speakers have an you discover there’s something wrong opening. If you have a popup blocker external volume control, turn up the with your computer’s speakers. You installed, add the Web site you’re ac- volume past the minimum sound can’t hear a thing, even though the cessing to the whitelist to allow all level. If you’re having difficulty hearing program you’re using to play the popups. For more in- sound in a specific pro- track appears to be outputting sound. formation on popup gram, check to see if In this article, we’ll look at some of blockers, see “You’re the program has vol- the things you should check when Pestered By Popup ume controls or a mute there is no sound coming from your Ads” on page 25. button that you may computer’s speakers. If you don’t have a need to adjust. Most laptops have built-in speakers. popup blocker, or if Solution 4: Check With a laptop, you also have the option it’s set to allow all pop- the volume settings of connecting external speakers. Many ups from the site you within Windows XP; laptops have the ability to mute the are visiting, make sure navigate to the Control speakers and adjust volume using your computer has Panel and then open hardware buttons on the laptop. If you completely dowloaded Sounds And Audio have a desktop computer, there may the audio file you’re Devices. In the Sounds be an integrated speaker in the case, trying to listen to. And Audio Devices but you will need separate, external Depending on your Use Sounds And Audio Devices to Properties dialog box, speakers in order to play music and Internet connection configure your computer’s various make sure the box next other audio files. speed and the size of sound settings. to Mute is unchecked.

140 www.smartcomputing.com / Fix Your Own PC PERIPHERALS Speakers

especially if you are using a dial- Sounds And Audio Devices Properties up modem or are downloading dialog box. Also, make sure you have multiple things at once. the most current driver available for your sound card. Problem: I can hear sound from some applications, but Problem: I can hear audio from not others. programs on my computer, but I’m Solution: Check all settings unable to hear audio from music within the program that will CDs that I’ve inserted into my CD- not play sound. Look for any ROM drive. volume control or mute op- Solution: Check the wire that con- tions. You may also want to nects your sound card to your sys- With the Device Manager, you can easily see if a device look into the possibility that the tem’s CD-ROM or DVD-ROM drive is working properly or has an error (denoted by an program you are using is having to verify it is properly connected. exclamation mark). a conflict with your sound card. Also, make sure the CD audio isn’t If necessary, contact the Check other volume settings in this di- software manufacturer for infor- alog box and click the Speaker Volume mation on troubleshooting with button to set the volume level for your your sound card. speakers. Open the master Volume In addition, it never hurts to Control by clicking the Advanced check the volume settings on the button. In the Volume Control dialog speaker to make sure they are set box, make sure that none of the boxes to appropriate levels. Next, check next to Mute are checked. the volume settings on your com- Solution 5: Make sure the appro- puter to ensure they are turned priate driver for your sound card is in- up and not muted. You may need Make sure all of the Mute boxes in Volume Settings stalled. To check for drivers, right click to check the volume settings both are unchecked to ensure you’ll hear audio from My Computer, select Properties, navi- in Windows and in your specific various sources. gate to the Hardware tab, and click the audio player. To check volume Device Manager button. In the Device settings in Windows, click the Manager, expand the tree for Sound, Start menu, navigate to All Pro- Video And Game Controllers. First, grams, then highlight Acces- verify that the sound card is enabled. If sories, Entertainment, and click the sound card is disabled, there will Volume Control. In the Volume be a red X through the device icon in Control window, make sure all the tree listing. sound levels are set to appropriate If there is no red X through the levels and not muted. Most sound cards since 1999 use Microsoft’s PC 99 sound card icon, right-click the sound standard for color-coding microphone, line-in, card and choose Properties. In the Problem: I have a multi- and line-out jacks. sound card properties dialog box, nav- speaker setup, and I’m only igate to the Driver tab. On the Drivers hearing sound from some of the muted and is set to an appropriate tab, you will see driver information for speakers in my setup. level in Volume Settings. your sound card. To update the driver Solution: Check to make sure that for your sound card, click the Update your computer is set to use all of your Jam Time Driver button. A wizard will walk you speakers. Navigate to the Control through the update process. For more Panel, and double-click Sounds And With a little bit of time, you should information on troubleshooting sound Audio Devices. Select the Audio tab, figure out what’s preventing your card problems, see “Basic Trouble- and then click the Advanced button speakers from producing sound. If you shooting: Audio Cards” on page 75. under Sound Playback. On the Ad- suspect that the problem is with your vanced Audio Properties Speakers sound card, rather than your speakers, Problem: I hear audio from a Web tab, choose the speaker setup that refer to “Basic Troubleshooting: Audio site, but it stops abruptly. most closely resembles your setup. If Cards” on page 75. RS Solution: Make sure the audio file you change this setting, click Apply, has finished downloading; be patient, OK, and then OK again to exit the BY JENNIFER JOHNSON

Reference Series / Fix Your Own PC 141 PERIPHERALS

Basic Troubleshooting External Storage

he large storage capacity and accompanying portability of external hard packaging or T drives and flash drives make ex- user’s guide. ternal storage an extremely convenient Operating systems way to back up, transport, and swap created after Windows has power and files. Many of us now rely solely on ex- 98 don’t require you to in- that its connector is ternal storage to back up our internal stall any drivers to recognize external plugged into the computer. Note that hard drive or to transport multimedia storage drives. Therefore, you can some external storage devices work libraries on our key chain. However, trace the majority of detection prob- poorly or not at all when connected to when the external storage device you’ve lems to a misconnection or incorrectly a hub; try connecting the drive directly come to depend on is operating poorly configured port. If you’re experiencing to a port on the computer. If the drive or not at all, it can be frustrating and sluggish file transfer and drive access, still isn’t detected, test an external hard inconvenient—especially if the drive the problem is more likely because of drive’s cable by switching it with an- contains important work documents or inadequate USB or FireWire hardware other USB or FireWire cable. the entire contents of your hard drive. within your computer. While you can The following troubleshooting tips resolve both detection and slow drive Problem: My external storage de- can help you restore and improve your problems, an external hard drive that vice is connected but not recognized external storage drive’s swapping and exhibits grinding noises or extremely by Windows. storing capabilities. hot running temperatures may be on Solution: If you use an external hard its last legs and you should remove drive, ensure the AC power cord and Malfunction Junction data from the drive as soon as possible. any subsequently connected power strip securely plugs into the power When troubleshooting an external The Computer Isn’t Detecting My outlet and that both are switched on. hard drive or flash drive, it’s wise to External Drive Eliminate the port as the source of the search the Internet for known incom- problem by connecting your flash drive patibilities relevant to your device and Problem: My external storage de- or external hard drive to another port. to visit the manufacturer’s Web site to vice isn’t listed in My Computer. If the external storage isn’t recognized make certain you don’t need any spe- Solution: Partially connected USB in another port, open Device Manger cial software or drivers. To find the or FireWire connectors (or devices to determine if your port or drive has a appropriate download, you need to that are inadvertently unplugged) are a system conflict. Select the Start button, know the drive’s name, model num- common cause of undetected drives. Settings, and then click Control Pan- ber, or serial number and its storage The plug may appear firmly seated, el. Double-click System, select the capacity. Typically, external hard but you should disconnect and recon- Hardware tab, and then click the De- drives display this identification nect the USB or FireWire connector to vice Manager button. Click the plus above the bar code on the bottom of ensure the drive is plugged in. If your sign (+) next to Universal Serial Bus the drive, and flash drives include external storage drive connects to a Controllers for a drive that connects via a name and model number in the USB or FireWire hub, ensure the hub USB and the plus sign next to IEEE

142 www.smartcomputing.com / Fix Your Own PC PERIPHERALS External Storage

1394 Bus Host Controllers for a Fire- an unused drive letter from the drop- can’t access it on Macintosh operat- Wire connected drive. down list and click OK. You should ing systems. A yellow exclamation point signifies now see the flash drive listed under Solution: You drive is most likely the port has a driver conflict, and a red that drive letter in My Computer. formatted in the NTFS (NT file sys- “X” indicates the port has been dis- tem) file format. To use external abled. Right-click and select Enable to Problem: My computer runs Win- storage on both Windows and Mac- reopen a disabled port. To resolve a dow 98 and it won’t recognize my intosh operating systems, it must be port conflict, right-click and choose external storage device. in the FAT32 (32-bit file allocation Uninstall for each controller until all Solution: To use any USB device table) format. You’ll need to reformat the USB or IEEE 1394 Controllers are on Win98, you need to update your the drive and choose FAT32 when removed. After you uninstall each con- installation of Windows 98 via the prompted for a file format. To re- troller, restart your computer and it Windows Update Web site. Some USB format the drive, right-click it in My will reinstall the proper Bus Host devices have problems in Win98FE Computer and click Format. Controllers. To check for an external (First Edition) and most work better storage conflict, select the Disk Drives in Win98SE (Second Edition). You’ll My External Storage Works Slowly heading and find your external storage also need to install the Win98 driver drive. If the drive has a conflict, you that came with your accompanying Problem: My new external storage software. FireWire devices only device is USB 2.0 compatible but my work in Win98SE, and you’ll files don’t transfer any faster than need to download a FireWire up- they did with the USB 1.1 external date before you can detect your storage device. FireWire drive. Solution: At 480Mbps (megabits per second), USB 2.0 can transfer up I Can’t Read/Write Data To My to 40 times faster than USB 1.1. But External Storage Device both your computer and any con- nected hub must have USB 2.0 hard- Problem: My external storage ware to perform the higher-speed device shows up in My Com- transfer. If you’re unsure of the com- puter, but I can’t access or write puter’s USB capabilities, look under On an external hard drive, you can locate a drive’s to the drive. the Universal Serial Bus Controllers in name, model number, or serial number above the bar Solution: The drive may be Device Manager. USB 2.0 is denoted code on the bottom of the drive. incorrectly formatted for Win- by either Standard Enhanced or USB dows or have a corrupt partition. 2.0 Enhanced. If your computer may need to install its included soft- Windows 2000 and XP feature a utility doesn’t support USB 2.0, you can in- ware and proprietary driver for the called Disk Management that analyzes stall an add-on card to take advantage computer to recognize the device. If the your external drive and assigns it an of the greater transfer speed. Note that drive still can’t be detected, uninstall Online, Healthy, or Unreadable status. for Windows to support USB 2.0, you the external drive and then reboot the Open the utility by right-clicking the must install Service Pack 2 for WinXP computer to facilitate its detection. My Computer icon and selecting or Service Pack 4 for Win2000. Manage. Under the Storage heading, Problem: My flash drive works fine double-click Disk Management to view Problem: My FireWire external at home, but isn’t recognized on my your external storage drive’s status. If it storage device transfers slowly. work computer. has an Unreadable status, you need to Solution: FireWire 800 (also known Solution: Many office networks use format the drive to remove the corrupt as IEEE 1394b) can only transfer at mapped network drives that override partition or incompatible Windows file 800Mbps when used with a 9-pin to 9- Windows’ drive lettering system for re- format. Before you do, attempt to pin FireWire cable. A 9-pin to 6-pin movable devices. Through the Disk transfer the drive’s data onto another cable allows for backward compati- Management utility you can manually computer because formatting com- bility between older FireWire devices, assign a drive letter to your flash pletely erases the files on the drive. To but it only transfers data at 400Mbps. storage device. Right-click the My format, simply right-click the external A major benefit of FireWire devices Computer icon, select Manage, and hard drive and click Format. is that you can connect them in a then double-click Disk Management. chain, meaning you can connect your Right-click your flash drive and choose Problem: My external storage digital camcorder to your external hard Change Drive Letter And Path. Select device works with Windows, but I drive and expect both to communicate

Reference Series / Fix Your Own PC 143 PERIPHERALS External Storage

with your computer. However, the en- button and select Automatically Fix converter tool that lets you convert a tire FireWire chain shares the same File System Errors and Scan For And drive from FAT32 to NTFS without re- bandwidth, and if multiple devices are Attempt Recovery Of Bad Sectors. moving any files from the drive. Before active, you can significantly reduce During the repair, Check Disk may running the converter tool, Windows your transfer speed. If you must daisy- stop to give you the option to save un- advises you to back up the drive’s data chain FireWire devices, connect the ex- recoverable data. This data is an inde- because an error during the conversion ternal hard drive to the computer and cipherable jumble of characters that process could corrupt it. Click the place the slower FireWire devices at the won’t provide any usable files—don’t Start menu, select Run, type cmd, and end of the chain. In this fashion, your recover the data and let Check Disk then click OK. At the DOS prompt, continue the repair. type convert (drive letter): /fs: and press Enter. For example, if your ex- External Drive ternal drive’s letter is E, type convert E: Produces Errors /fs:ntfs to change it from FAT32 to NTFS. After you enter the command Problem: Windows re- line, you may be required to enter the ports my USB or FireWire drive’s volume name, which will be flash drive is write-protected. listed in My Computer next to the ex- Solution: Some flash drives ternal drive’s letter. have a write-protect switch located on the side of the Past Basic Troubleshooting drive that locks data from being written to it. Use a ball- Most external hard drive and flash point pen or small object to drive manufacturers maintain substan- unlock the drive’s write-pro- tial online databases that can help you External USB storage devices may not work when tection. It’s also possible to resolve difficulties. If you experience a connected to a USB hub. If the drive isn’t recognized, trigger write-protection by problem we didn’t have room to cover directly connect it to the computer’s USB port. unplugging a drive in the in this article, see if your drive’s manu- process of writing data. Al- facturer covers the problem online. external drive’s data won’t have to pass though it’s typically fine to through the slower devices. remove an idle flash drive, the Safely Remove Hardware Problem: My external storage drive tool in the taskbar is designed accesses data slowly when it’s full. to stop Windows from ac- Solution: You can improve your cessing the drive. You can external drive’s performance by run- click this icon, even after the ning Windows’ Disk Defragmenter error has occurred, to re- utility to better organize the files on move the write-protection your drive. Select the Start menu, from the drive. If the drive is Programs, Accessories, System Tools, still protected, you may need and then click Disk Defragmenter. In to connect the flash drive to Some external hard drives have a power button that may the Disk Defragmenter window, select another port and reboot your need to be switched on. your external drive and then click computer to reset the flash Analyze. Although Windows may in- drive’s settings. dicate the drive doesn’t need to be Should you need to call the manu- defragmented, doing so may still im- Problem: Windows reports that my facturer’s tech support line, have your prove its performance. Check Disk (or external storage is full even when it product identification handy and out- ScanDisk as it’s known in older ver- has more than enough free space. line any steps you’ve already taken to sions of Windows) is another helpful Solution: If your drive uses the solve the problem. This information utility that locates errors and bad sec- FAT32 file format, Disk Is Full or Not will not only help expedite the trou- tors on your drive. Open My Com- Enough Space error messages can bleshooting process, but it will also puter and find the icon for your occur when you transfer files larger provide the tech support agent a better external storage device. Right-click the than 4GB. Although FAT32 can’t work understanding of your problem. RS icon, select Properties, and then click with files over 4GB, the NTFS file the Tools tab. Click the Check Now format can. Win2000 and XP feature a BY NATHAN LAKE

144 www.smartcomputing.com / Fix Your Own PC SOFTWARE

Basic Troubleshooting Antivirus Software

computer viruses and other malware that prolif- erate on the Internet. Life is good when your AV software is working and up-to-date. But when your AV software conflicts with other programs or refuses to remove or isolate a detected culprit, you’ll be tempted to disable the software because it’s not doing the job it was intended to do. AV software can also eat up precious system re- sources and make your computer lag like a snail, when you want it to work now. AV software usually works behind the scenes, so there aren’t any obvious signs re- porting everything that is happening while the software is doing its job. This is a good thing, because it lets you sit back, relax, and watch your AV software do the job you paid it to do.

Virus Updates Windows makes it fairly easy for you to iden- tify the type of AV software your computer is using. The best place to go if you are using Windows XP Home Edition, including Service Pack 2 (if you are still using Service Pack 1, it’s a good idea to run your Windows Update to download Service Pack 2), is the Windows Security Center. The Security Center detects and lists currently installed AV software (including third-party software). The f you are using any of the most popular AV Security Center also works behind the scenes, con- (antivirus) software programs, including stantly checking the state of your AV software. Norton AntiVirus, McAfee VirusScan, To get to the Windows Security Center, click Start AVG Antivirus, BitDefender, Kaspersky and Control Panel. Click the Security Center icon Anti-Virus, F-Secure Anti-Virus, or Trend (in the Classic or Category view). The Windows IMicro PC-cillin, and you haven’t already run into Security Center dialog box opens. Notice the three problems, chances are, at least statistically speaking, security essentials: Firewall, Automatic Updates, and you will soon enough. Virus Protection. To best protect your computer, For most computer users, AV software is the first Microsoft recommends all three of these security es- line of defense from viruses that rampage about, sentials remain on. Click the Virus Protection selec- seeking to destroy data or simply make life miserable. tion to expand a description of the AV software AV software detects, identifies, and eliminates running on your computer.

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AV software from most major ven- Recommendations button in the Virus dors will download and apply up- Protection section (should be shaded dates, also known as virus definition red). Click the checkbox marked I files, on a regular basis. These updates Have An Antivirus Program That I’ll are necessary to protect your com- Monitor Myself. If you choose this op- puter from new threats that evolve on tion, be advised that Windows will not the World Wide Web. Most computer send any alerts indicating that the AV manufacturers include a trial version software is out of date. of AV software on a new computer. If you prefer to have Windows alert And if you like the software you are you (or not alert you) about your using, you can renew (on an annual antivirus program, you can also subscription basis) the software when modify the Alert Settings in the Wind- Symantec’s Norton AntiVirus is one of the most the trial period expires. ows Security Center. If you modify popular antivirus software programs available. these settings, you are either telling Identifying Problems Windows to stop alerting you alto- While the Windows Security Cent- gether about the status of your AV er can detect most types of antivirus Even if you have antivirus software software or you want Windows to alert software, it does not detect all an- installed on your PC, it doesn’t always you if your computer is at risk. tivirus types, as some antivirus pro- mean it is functioning properly or get- To modify the Alert Settings, in the grams do not report their status to ting regular updates from the Internet. Resources section on the left side of the Windows. If you are sure that your The Windows Security Center makes Security Center dialog box, click the computer is running AV software and it easy for you to verify that your AV last link in the list titled Change The the Security Center is not detecting it, software is functioning as it should be. Way The Security Center Alerts Me. check with the AV software manufac- To verify that your AV software is Click the Virus Protection checkbox to turer to see if the software is sup- functioning properly, click Start and have Windows alert you if your com- ported. If the software is supported, Control Panel. Click Security Center puter may be at risk because of your you may need to uninstall and rein- (in the Classic or Category view). The AV software settings. Uncheck the stall your AV software and update Windows Security Center dialog box checkbox if you do not want Windows Windows to allow Windows to report opens. Check the Virus Protection to alert you about your AV software. your AV software properly. category. If it’s shaded blue and in- The Security Center isn’t the only cludes a green light and the word ON, Common Problems & Solutions place to find out what type of AV soft- your AV software is reporting that it is ware you are using. Click Start and All up-to-date and that virus scanning is There are literally dozens of prob- Programs (or Programs if Windows is on. The Security Center will also re- lems that can happen to AV software, using the classic Start menu). In the port the name of the software your and most are specific to the program list of programs, look for the word computer is running. you have installed. We’ve identified a “antivirus.” (Refer to the first para- If the Virus Protection category few of the more general problems and graph of this article for the names of is shaded red, your virus protection outlined their solutions. some common AV software names.) is turned off. If this is the case One other way to find out what an- on your computer, click the tivirus program you’re running is to Recommendations button and hover your mouse pointer over the follow the on-screen instruc- icons in the Taskbar’s System Tray tions. You can either turn area (the area in the bottom right of on your installed AV software your screen that includes the system or obtain another antivirus clock) and wait a brief moment for a program. yellow description box to appear. The If the status in the Security box should include the word “an- Center indicates that the an- tivirus.” Once you’ve found the an- tivirus program on your com- tivirus program, right-click the icon, puter needs attention, but you and a Properties menu appears. The know that it is installed and menu should include choices to open functioning correctly, you can the AV software or to activate the override the Security Center’s The Windows Security Center identifies whether your program options. monitoring by clicking the computer’s virus protection is on or off.

146 www.smartcomputing.com / Fix Your Own PC SOFTWARE Antivirus Software

Problem: My AV software is con- Problem: I am running two AV AV software, this is accomplished by flicting with other programs. software programs on the same com- right-clicking the Taskbar icon and Solution: It happens all the time. puter, but I’m still getting virus and then choosing to disable the AV mon- You are trying to install a program and malware alerts. itor (for example, if you are using you receive an error related to your AV Solution: Most AV software manu- Norton AntiVirus, choose Disable software, and the installation stops. Or facturers admit that their software isn’t Auto-Protect). Disabling the AV mon- perhaps you have installed a program 100% bulletproof. In other words, cer- itor does not mean you are disabling and all of a sudden that program stops tain malicious code types can bypass the entire AV solution; you’re only dis- responding, or your AV software stops some signature- and heuristic-based abling the part that automatically scans working. AV software is powerful, and technology. Although it’s not recom- files before they are executed. it can easily conflict with other software mended, you may be tempted to run programs, including Office applica- two antivirus programs on the same You can disable tions, drivers, and even Windows itself. PC. If you want to do this, be aware most antivirus To avoid further conflict, temporarily that there’s a difference between an software programs disable your AV software. When the AV monitor and an AV on-demand by right-clicking the program icon on the AV software is disabled, you can finish scanner. An AV monitor is the part of Taskbar and selecting Disable from the menu. installing your other program (or rein- AV software that constantly checks stall if necessary) or uninstall the pro- files before they are executed. An AV Problem: My AV software has gram causing the conflict. Most AV on-demand scanner is the part of AV flagged something as potentially dan- software programs can be disabled by software that runs on a scheduled gerous, but it can’t isolate or remove it. right-clicking the AV program icon on basis, checking all files for viruses. Solution: As we’ve said before, the Taskbar and selecting Disable from If you have two antivirus programs not every AV program is bulletproof. the menu. Just be sure to turn your AV installed on the same computer, you Sometimes intelligent or brand new program back on once you’re done in- shouldn’t run two AV monitors at the viruses can squeeze into your computer stalling or reinstalling the applications. same time. AV monitors wire them- before your AV software gets a chance You can also try running your AV selves deep into Windows and scan to automatically update itself with the software updates to check for a new files before they load for execution. If latest virus definitions. Chances are version. Sometimes the manufacturer two AV monitors are running simulta- your computer has contracted a virus, will discover a bug, so it updates the neously, they can interfere with each and your AV software does not know software to include the fixes for those other, causing the computer to hang or how to handle it. While the software bugs, which might resolve the conflict slow down. The solution here is to dis- detects suspicious activity, it needs the you are experiencing. able one of the AV monitors. For most proper virus definition file to rid your system of what it has contracted. There are several possible solutions to this problem. What To Look For In AV Software The first thing you should do is he best AV (antivirus) software set, easy installation and setup, and manually update your virus definition T should be easy for anyone (both detailed help documentation. files. Along with automatic updating, novice and expert) to use and install. Most AV software manufacturers any good AV software will include an Look for software that effectively include a troubleshooting center or option to manually update the latest seeks out and identifies virus threats knowledge base area on their Web virus definition files. When you open but also cleans or isolates infected site. Your AV software manufacturer’s Norton AntiVirus 2006, for example, files and is light on the system re- Web site should include common there’s an option on the upper left of sources at the same time. AV software troubleshooting tips, FAQs, and arti- the screen to run a Live Update. This that includes understandable re- cles and insight from industry experts update will check for the latest virus porting and superb help and support as well as peer users. If you are experi- definition files, as well as the latest is also commendable. Some criteria encing problems that are discussed in Symantec products and components commonly used to evaluate AV this article and still haven’t resolved you have installed. After the latest virus software includes: ease of use, effec- your problem after trying our recom- definition files have been downloaded, tiveness at identifying viruses, mendations, it is important to get run a full system scan on your com- effectiveness at cleaning or isolating your problem remedied as soon as puter to see if your AV software elimi- infected files, easy-to-understand ac- possible to maintain the security of nates the culprit it found. tivity reporting, well-rounded feature your machine. ❙ If the AV software still fails to re- move the flagged file or files (and you

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are already infected), or if the file your press to enter Safe Mode. Press the requirements typically increase with AV program identified is not a virus key when prompted. newer versions. but is, for example, a worm, Trojan, or Some types of viruses automatic- Perhaps your hard drive is the cause backdoor file, the file will most likely ally start on bootup and cannot be of the problem. An almost-full hard not be disinfected and will need to be cleaned because the infected files drive will slow down any system. You removed by a program that deals with are being used by the computer. should free up as much hard drive these types of culprits. Because viruses Removing these types of viruses space as possible by removing unneces- requires special procedures; sary programs, deleting temporary files, consult your AV software and defragmenting your hard drive. manufacturer’s Web site for You can use the built-in Windows specific instructions on how to Defragmenter or third-party software do this. A word of caution: such as Diskeeper 2007 Home (www This usually requires editing .diskeeper.com). You should also scan the Registry, so be sure to your hard drive for possible corrup- follow your manufacturer’s details explicitly.

Problem: My AV software is using too many of my system resources. If you need to manually update your virus definition Solution: Some AV software files, most antivirus software products include an option programs are known to drag a to do so. Norton AntiVirus 2006, for example, makes the computer down because they Live Update feature readily available. are resource hogs. It’s no fun when you expect good perfor- and other malicious code are becoming mance from your computer and the smarter, AV software manufacturers one program that you don’t want to are continually developing software- care about actually bothers you. BitDefender is a popular antivirus software based removal tools that do the tedious Some antivirus programs take product that doesn’t consume as many system job of removing infections for you. more system resources to run than resources as some products. Removal tools aid you in repairing the others, but sometimes your system damage that may already be done. may be lending itself to the problem. Check your AV software manufactur- Verify that your system meets the tion. A hard drive with bad sectors will er’s Web site for a removal tool section. minimum system requirements of throw any program out of kilter. The AV program will also frequently the AV software. If you can’t find You also may want to consider tell you the name of the malicious pro- the information on the software buying more RAM. Adding more gram it found, even if it can’t remove packaging or instruction manual, memory (make sure you don’t exceed it. Try entering the name of the mali- you can usually find the same your system’s capacity) can improve cious program into a search tool such information on the manufacturer’s the performance of all your programs. as Google (www.google.com) to find a Web site. Be aware that system As a last resort, if speed is your No. removal tool available online. 1 priority and you can part If the flagged file still shows up, it with the AV software that is could be that the infected file is one slowing you down, investi- Windows is using. Make sure you gate other options that may shut down every program (other than not be so taxing on your your AV software) before you run a system. A few of the lighter full scan on your system. If this fails products available include to remove the virus, Windows will those from BitDefender have to be run in Safe Mode, or at (www.bitdefender.com), least be running in a minimum con- Kaspersky (www.kaspersky figuration to get rid of the virus. To .com), and F-Secure (www get into Safe Mode, reboot your com- .f-secure.com). RS puter and watch the on-screen mes- Kaspersky Labs includes a troubleshooting center or sages. You’ll be given a specific key to knowledge base area on its Web site. BY CHRIS A. MACKINNON

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likely don’t have a current version of Basic Troubleshooting your browser.

Working Status Your browser depends on a stable, unimpeded connection to the Internet. If your browser does not appear to Browsers function, it may be your online con- nection rather than your browser that is actually at fault. If you have current versions of both Firefox and IE in- tagnant for years, the Web applicable to other browsers, such as stalled on your PC—and why not, browser is seeing a new wave of Opera and Safari. since they’re both free?—when one S excitement crest as major ver- browser isn’t working, start the other sions of Microsoft Internet Explorer Product Information one and see if you can reach the Web. and Mozilla Firefox have been released If you can’t reach the site you’re trying recently. While early browsers were Since your browser is a piece of to reach, then try to reach another big limited to the display of Web pages, software, you can easily obtain the site that will likely be up—examples modern browsers are more properly version number to aid you in your include www.google.com, www.yahoo thought of as frameworks for viewing .com, and www.microsoft.com. If you and interacting with a variety of sites, can reach any site through another including Web-based applications browser, you can eliminate the such as email and rich media possibility that your Internet such as video—not just tra- connection is malfunc- ditional HTML (Hyper- tioning. Also, check the text Markup Language) network connection icon pages. Users are excited in the System Tray (the about the features and area next to your com- functionality that the new puter’s clock) to make browsers offer, but these sure that the network con- updates open the door to nection is up. a different set of software Another way to verify issues and problems. your Internet connection is Over the next few pages, through this simple test: we’ll show you how to fix Click the Windows Start common kinds of browser button on your Desktop. errors, as well as how to Select Run . . . determine if the problem In the Run window’s “Open” is really with your Web text box, enter the word com- browser in the first place. We’ll mand, and then click OK. focus on troubleshooting the latest troubleshooting. To determine your In the Command window that ap- versions of the most popular browsers browser version, follow these steps: pears, enter the command ping for Microsoft Windows XP—Internet 1. Click on the Help menu and se- www.google.com and then press Explorer 7 and Mozilla Firefox 2— lect About Firefox . . . (for Firefox) or ENTER. (If you get a security check two free programs that control over About Internet Explorer (for IE 7). from your firewall, give permission 90% of market share by most esti- 2. In the window that appears, look for the connection.) You should get mates. While we won’t explicitly con- for the version number immediately several lines of text, including a sider other operating systems, Firefox under the product name. number of lines that say something has versions available for other oper- Earlier versions may have slightly along the lines of “Reply from ating systems, so some of the infor- different selections in the Help menu; 209.73.186.238: bytes=32 time=34ms mation presented herein may be if so, look for an About option or an TTL=51.” (The numbers in the re- applicable to those versions. As well, option that appears like it. If you sponse will vary.) If the number after some of the general tips may be don’t see anything like these, you “time” is relatively low—for instance,

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under 100 for most modern connec- pre-Windows XP PC), upgrade to the Panel. (Control Panel may be in the tions—the problem is not your latest version of Firefox. If your PC Settings menu.) Select Internet Op- Internet connection. can’t run either Firefox 2 or IE 7, then tions. In the window that appears, If you get a response like “Ping re- you should seriously consider up- under the General tab, change the quest could not find host www.google grading your PC—the security bene- Home Page box to about:blank. Click .com. Please check the name and try fits of these browsers make this a OK. Try to start IE and browse to an- again,” try entering the command great reason to upgrade your PC. other Web site—but not your original ping www.yahoo.com. If you get an The only reason that you shouldn’t home page; if it works, the problem is error with that one as well, then you switch is if you have certain applica- with the home page you are using. likely have a bad Internet connection. tions that will not run in Firefox 2 Try troubleshooting with the plug-in or in IE 7. Examples of section below. this might be a propri- 4. Clear all cached data. Go to etary system at work Internet Options as described above. In that works in only one the General tab, under Browsing browser. (In general, History, click Delete. Click Delete Files you should never up- and then confirm by clicking Yes. Click grade a work system Delete Cookies and then confirm by without first talking to clicking Yes. Click Delete History and the appropriate IT pro- then confirm by clicking Yes. Click fessional at your em- Close and then OK in the primary ployer.) If you have to window. Try to start IE; if it works, Running a ping test. Make sure that your Internet connection use a certain browser you’ve likely solved the problem. isn’t the issue by running a ping test. version for a particular 5. Disable unused extensions. Go application, then con- to Internet Options as described If you get a set of responses that in- sider using that browser for only that above. On the Programs tab, click the clude “Request timed out” and some- reason and using the latest version of Manage Add-ons . . . button. Disable thing like “Reply from 209.73.186.238: Firefox or IE for everything else. any add-ons that you don’t use by bytes=32 time=34ms TTL=51” and/or If you are using IE on a pre-XP clicking on the add-on listing and you have a number after “time=” that’s system, at the very least, make sure click the Disable radio button. When over 200, then this means that your that you have the latest version of you have disabled all of the add-ons Internet connection may be up, but it IE by using Windows you don’t use, click may be slow. If this happens with only Update at windowsup OK, and then click one site, it indicates a problem with the date.microsoft.com. OK in the Options Web site you’re trying to reach. If you window. Try to start get that kind of result with multiple Problem: Browser IE. If it works, one of sites, then the problem is probably with won’t start. the add-ons was the your Internet connection or your Solutions for Inter- problem. Re-enable Internet service provider—not with net Explorer: Try each each of add-ons in your browser. of these steps and, turn by following the To troubleshoot an Internet con- after each, see if IE Cleaning Firefox’s cache. steps above, except nection, see “What To Do When . . . starts correctly. Selecting Clear Private Data from click the Enable radio You Can’t Go Online” on page 18. 1. Reboot. First re- the Tools menu lets you clean out button for each. After start your computer the cache quickly. you enable one, try to Problems & Solutions and see if the browser start IE. If it fails, then will work after rebooting. you know that extension was at fault. Problem: Issues with browsers ear- 2. Check for malware. Update your 6. Use Default Settings. Go to In- lier than Firefox 2 and IE 7. antispyware and antivirus software ternet Options as described above. Go Solution: Upgrade. and do complete antivirus and spy- to the Advanced tab. Click Restore The latest version of Firefox and IE ware checks on your PC. If malware is Advanced Settings. Then click Reset. offer many security and functionality found, remove it and then try to start Confirm that you want to do this by upgrades. If you don’t upgrade, you IE. If it starts, the malware was prob- clicking Reset in the window that ap- will not experience the full bene- ably causing the issue. pears. Click OK and try IE again. fit of the modern Web. If you can’t 3. Try a different home page. Click 7. Reinstall. If none of these steps upgrade to IE 7 (e.g. you have a the Start button and select Control work, then reinstall IE 7. First, down-

150 www.smartcomputing.com / Fix Your Own PC SOFTWARE Browsers load the executable 4. Clear all cached the Start button and select Control at www.microsoft data. Click the Start Panel/Add Or Remove Programs. .com/windows/ie button and select My Then click on the listing for Mozilla /downloads. (If you Computer. Go to the Firefox and click Remove. After don’t have another folder C:\Documents clicking through the removal routine, browser installed, and Settings\[Your run the Firefox executable that you use another system Username]\Local downloaded. to download the exe- Settings\Application cutable, then copy it Data\Mozilla\Fire- Problem: A page does not behave to your primary PC.) fox\Profiles. Under correctly—the formatting is messed Then, if you can, each folder in Pro- up or it just doesn’t work properly. uninstall IE 7. Click files, delete the Cache If you have a problem with a spe- the Start button and folder. Then go to cific Web page, it is generally a con- select Control Panel C:\Documents and figuration problem, or there may be /Add Or Remove Controlling IE. Select Internet Tools Settings\[Your User- an incompatibility with the browser Programs. (Remem- from the Control Panel to get to the name]\Application you’re using. ber, Control Panel General tab, where you can reset your Data\Mozilla\Fire- Solutions for Internet Explorer: may be nested in the home page and clear out your cache. fox\Profiles. Delete Try each of these steps in turn and see Settings menu. If IE the History.dat file if it corrects the problem. 7 came installed with from each folder in 1. If you have Firefox installed, try your PC, you may not be able to the Profiles folder. Try to start Firefox. it for the Web site in question. This uninstall it using the Add Or Remove 5. Remove extensions and plugins. can allow you to work around the Programs window. If this is the case, Using My Computer as shown in Step problem if nothing else helps, as some then skip this step.) Then, click on the 4, delete the contents of the C:\ sites work better in Firefox than in IE. listing for Internet Explorer 7 and Program Files\Mozilla Firefox\Ex- 2. Reboot. First restart your com- click Remove. After clicking through tensions but not the folder itself. puter and see if the browser will work the removal routine, run the IE 7 exe- Delete the contents of the C:\Program after rebooting. cutable that you downloaded. Files\Mozilla Firefox\Plugins folder 3. Check for malware. Update your Solutions for Firefox: Try each of but not the folder itself. (If Firefox is antispyware and antivirus software these steps and, after each, see if installed in a different folder, you and do complete antivirus and spy- Firefox starts correctly. will need to change the C:\Program ware checks on your PC. 1. Reboot. First restart your com- Files\Mozilla Firefox above to corre- 4. Clear all cached data. Follow the puter and see if the browser will work spond to the folder in which you in- cache clearing instructions in the after rebooting. stalled Firefox.) “Browser won’t start” section above. 2. Check for malware. Update your 6. Reinstall. If none of these steps 5. Pop-ups. Select Internet Options antispyware and antivirus software work, reinstall Firefox. First, using IE, from the Tools menu. Then click the and do complete antivirus and spy- download the executable at www Privacy tab. If the Turn On Pop-up ware checks on your PC. If malware is .mozilla.com. Uninstall Mozilla. Click Blocker box is unchecked, go to the found, remove it and next step. Otherwise, click the Settings then try to start Firefox. button immediately next to Block 3. Try starting in Safe Pop-up Windows. In Mode. From the Start/ the window that ap- All Programs (or Pro- pears, enter the do- grams)/Mozilla Firefox main of the Web site menu, select Mozilla that you are having a Firefox (Safe Mode). If problem with in the you can get Firefox run- Address Of Website ning in Safe Mode, try To Allow box and steps 4 and 5 under then click Add. Click the “Problem: A page Close, then OK. does not behave cor- 6. Reset Security. rectly . . . ” section—if Click Tools/Internet that doesn’t help, con- Allowing pop-ups in Firefox. If you don’t allow pop-up windows, some Web sites won’t Options. Click the tinue with step 4. work correctly. Security tab. Click on

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7. Javascript and Java. Select Tools/Options . . . , then click the Content tab. Make sure that the Enable Javascript and Enable Java boxes are checked. Click OK. 8. Accept Cookies. Click Tools/ Options . . . . Then click the Privacy tab. Make sure that the Accept Cookies From Sites box is checked, then click the Exceptions button im- mediately next to Accept Cookies From Sites. Check the list to see if Firefox is blocking cookies from the problem site. If it is, highlight the listing for the problem site. Click Disabling add-ons in IE. A bad add-on can disable your IE. Disable them in the Manage Add-on screen. Remove Site. Click Close, then OK. 9. Remove Cookies. Click Tools/ Clear Private Data. Select Cookies Internet Zone if it’s not already se- Select Cache and Authenticated Ses- only, and then click OK. lected. Set the Security Level For sions only, and then click OK. This Zone selector to Medium-high. 5. Check for updates. Select Tools/ Problem: Music, video, or some If the Reset All Zones To Default Check For Updates. The window that other media won’t play in a Web site. Levels button is active, click it. Click appears will tell you if there are updates Solution: This is almost always a the Privacy tab. If the Security sli- to be downloaded. If there are, follow plug-in-related issue. A plug-in (or der is set to a setting higher than the instructions in the window and up- add-on) is a helper program that ex- Medium, then set it to Medium. date your Firefox. tends a browser’s capabilities. The Click OK. 6. Popups. Select Tools/Options. . . steps to correct a plug-in issue are 7. Upgrade. Make sure Then click the similar in both IE 7 and Firefox. that you’re using the latest Content tab. If IE and Firefox will often prompt version by going to win the Block Pop- you with a bar at the top of the dowsupdate.microsoft up Windows window telling you that a plug-in is .com and downloading the needed and giving you in- latest updates. structions to install it. If Solutions for Firefox: this doesn’t happen, most Try each of these steps in Web sites indicate what turn and then try using plug-ins are needed to run Firefox to see if the step the site and include a link corrects the problem. to download the latest 1. If you have IE in- version. Go to the site in stalled, try it for the Web question and download site in question. This can the updated plug-in ver- allow you to work around sion. Exit your browser, the problem if nothing and then install the plug-in. Clearing cache in Internet Explorer. Clearing out the cached data can solve a else helps, as some sites If you still don’t know multitude of problems. will not work in Firefox no where to go to install the matter what you do. plug-in, see the Web sites 2. Reboot. Restart your PC and see box is unchecked, then you are done addons.mozilla.org for Firefox and if the browser works after rebooting. with this step. Otherwise, click the www.ieaddons.com for IE for more in- 3. Check for malware. Update your Exceptions button immediately next formation. These sites include links to antispyware and antivirus software to Block Pop-up Windows. In the download and install all of the major and do complete antivirus and spy- window that appears, enter the do- plug-ins for the various browsers. RS ware checks on your PC. main of the Web site with which you 4. Clear your cache. Select Clear are having a problem and click Allow. BY SHAWN MUMMERT Private Data from the Tools menu. Click Close, and then click OK.

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be written in a message field and sent Basic Troubleshooting without difficulty or received in a timely fashion and formatted in such a way that reading it all is just a mat- ter of scrolling down the page. More high-level functionality in- cludes making sure an address book is working or that identity protec- Email tions are in place, but again, prob- lems in those spheres will result in an error message. In other words, no OE system messages mail has become as much tends to mean that all is well. a part of everyday life as E cell phones, Google, and Problem Set Paris Hilton news. There are a wealth of options for those Although it would be nice to who want to swap messages zip through life with no error with friends, family, and col- messages ever, Outlook Express is leagues—email applications an application and, like any piece range from free, open-source of software, can have difficulty in options to simple Web-based combining with specific system types, such as Hotmail (www settings or in transferring or .hotmail.com) or Yahoo! Mail storing data. Here are some (mail.yahoo.com), to the most common problems in OE and ubiquitous of all applications, how to get rid of them quickly. Microsoft Outlook and Outlook Express, or OE, (www.microsoft.com). Message Handling Like any software, email programs have their glitches in terms of message Problem: Server error messages handling, security, storage space, and application. (In our case, we’re using come up when I send and receive mail. general operations. Fortunately, they Outlook Express 6.) Solution: There are a number of also tend to be fairly straightforward Normal operation of any email messages that might crop up related applications, which can make trou- program, including Outlook Express, to the server while it is trying to bleshooting easier. is fairly straightforward: Emails can deliver or send mail. These might include: Working Status No connection could be made because the target The first step in identi- machine actively refused it. fying potential problems is The server could not be to understand the version found. of the email program you There are several areas are using and how it oper- to check when the server is ates normally. For the pur- involved, with the first poses of this article, we’ll being firewalls. Often, fire- be using Outlook Express. walls are configured to To identify the specifi- restrict the type of network cations of Outlook Express on a system, navigate to the Help drop-down menu You can easily find the version and click About Micro- of your Outlook Express email soft Outlook Express. A program by clicking About pop-up box will come up Microsoft Outlook Express in the with the version of the Help drop-down menu.

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traffic that it considers suspicious or to The Address Book failed to load. messages meant for managing the ser- only allow certain applications to send Outlook Express is incorrectly config- ver could be stop-ped if Outlook Express information over the network. ured, please re-install. is reinstalled.) If using a firewall from McAfee Some of the recipients for this message (www.mcafee.com) or Symantec are not valid. Please verify the names. Problem: An attachment you re- (www.symantec.com), you’ll have to If the message in question contains ceived has been blocked. check the application permissions. For an attachment, the first step would be Solution: If the sender attempts to example, with McAfee, that would in- to ask the sender to retry without the resend a previously blocked message volve right-clicking the McAfee icon, attachment. The system, and particu- without the attachment, and it gets navigating to Personal Firewall, and larly the firewall, could be blocking the through fine, the difficulty might be then clicking Internet Applications. message because it finds it suspicious. that Outlook Express is blocking the What will appear is a Permissions list With all three error messages, a fix attachment. To get it through, go to of the applications that are allowed to might be to remove and reinstall Tools in the OE menu bar and select access the Internet. If Outlook Express Outlook Express. If using Windows Options. In the Options window, se- is not checked for approval, select it XP Home, click Start and Run. In the lect the Security tab and uncheck the and then restart the computer. text box, type appwiz.cpl and click option for Do Not Allow Attachments (NOTE: Keep in mind that with OK, which will cause a screen to ap- To Be Saved Or Opened That Could some troubleshooting fixes, it might pear with Add Or Remove Programs. be necessary to temporarily turn off se- Navigate to Add/Remove Windows curity features on the system. If this is Components. In the list that appears, the case, be sure to put security mea- click to clear the Outlook Express sures back into place or restart the checkbox and click Next. Outlook computer, so it can boot up with the Express will be removed. proper security settings after mending Run through the same process to the problem.) add it back in: Go to Start, Run, type Another common error message is: Your server has unexpectedly termi- nated the connection. Possible causes for this include server problems, network problems, or a long period of inactivity. What might be happening is that One way to get through a troublesome server is timing out before messages attachment is by unchecking the Do Not can be sent. Basically, the connection Allow Attachments To Be Saved Or Opened opens for a certain amount of time, but That Could Potentially Be A Virus box. the server isn’t leaving the window open long enough. To fix the problem, Potentially Be A Virus and click OK. go to the Tools menu in OE and click Before doing this, make sure that virus Accounts and then the Mail tab to view Sometimes uninstalling and reinstalling protection is in place, however. After the list of accounts. Highlight the POP3 Outlook Express is enough to solve a problem. you receive the attachment, change account in question and click the An easy way to do this is by using the your settings back to ensure no unwel- Advanced tab to view your current set- Windows Components Wizard. come attachments make it through. tings. Microsoft recommends gradually In a workplace, changing attach- increasing the timeout setting using the appwiz.cpl, and instead of removing ment security settings is not possible slider until you find the right setting for Outlook Express, check the box, click because Microsoft administrators your machine. Next, and it will be added back in. Once consider some file types to be too the installation is done, click Finish. dangerous to let onto a system. These Problem: You receive an error This will reinstall the application using might include file extensions such as when opening messages or sending to default settings and hopefully reset the .EXE, .CMD, and .MSP. people in your address book. application and its components. Solution: When there is a problem (NOTE: Don’t attempt to remove Problem: The messages in my In- in message handling that isn’t server- Outlook Express from a computer run- box aren’t in the order I want them. related, error messages may include: ning Microsoft Windows Server 2003, Solution: Outlook Express gives you There was an error opening this which relies on the email application to the option to select how you would like message. run properly. For example, automated to arrange the messages within your

154 www.smartcomputing.com / Fix Your Own PC SOFTWARE Email folders. To change the arrangement of Solution: With the growth of video Because OE is a Microsoft product, your messages, click Tools and Sort By. content, PowerPoint files, and other it might be prudent to utilize the In the resulting drop-down menu you media-rich applications, it’s increas- company’s newly refreshed IE 7 can choose to arrange your messages ingly common that large files present a browser, which you can download at by Priority, Attachment, Flag, From, challenge for email users. Whereas www.microsoft.com/windows/ie. Subject, or Received. At the bottom of photos and images can be sent sepa- The Web site will guide you through the drop-down menu, you can also se- rately, something such as a PowerPoint the downloading process. After the in- lect Sort Ascending or Sort Descending presentation can’t be broken down into stallation, make sure that IE is the de- for each of the categories. components. Fortunately, with com- fault browser so that when Web links So, for example, if you want your pression software, it doesn’t have to be. messages to display with the most re- One particularly popular option is cent messages at the top of your Inbox, WinZip (www.winzip.com), made by click Tools, Sort By, and Received and Corel. The latest version, 11.0, can be select the Sort Descending option. This purchased online for $29.95 and has a menu can also be helpful if you want number of intuitive features. To to find a specific email or group of “stuff” a file and make it smaller for emails. You an easily select the criteria emailing, open the WinZip applica- you’re looking for, such as From or tion, and a screen will appear with op- Subject, to find the email in question tions that include New, Wizard, Add, and then change your settings back to and Extract. The easiest way to Zip a what you prefer as the default once file is to using the WinZip Wizard. you’ve identified the email you need. When you open WinZip, the Wiz- ard may open automatically. If not, If you use Internet Explorer as your browser, Storage Challenges click the Wizard button and select Create A New Zip File when you’re setting it as your default browser in Internet Problem: You receive a message asked What Do You Want To Do?. Properties will help to ensure that links within notifying you that your storage limit Click Next and follow the instructions your emails will open properly. has been reached. to create your new Zip file. After Solution: Many email programs are you’ve saved the file to a folder of your appear in an email, it will use IE to building more storage into the system choice, you can attach it to an email as open them. To do that, select Control for users, but large attachments, such you would any other file and send. Panel from the Start menu, double- as photos and video, can still bring a Other choices for compression in- click Internet Options, and click the mailbox to its limit. clude PKZIP ($29; www.pkware.com), Programs tab. In the Default Web After receiving a message about StuffIt Standard ($24.99; www.stuffit Browser section, make sure the Tell Me storage limitations, the easiest tactic is .com), and ZipGenius (free; www.zip If Internet Explorer Is Not The Default to do some digital housecleaning. genius.it). Web Browser box is checked and click Delete some messages, focusing specifi- OK. The next time IE is opened, it will cally on those that have attachments. Problem: Web links don’t work ask to be the default browser. Click Yes. Another option is to download at- from inside an email message. tachments to the hard drive, so you can Solution: Problems with Web links Sources Of Help delete the email. To do this, select the can occasionally be an issue with the message with the attachment, go to the type of browser being used, but more For many general questions, in- File menu, and select Save Attach- often it’s associated to the way the email cluding those related to security, ments. If the email has more than one program interacts with the browser. storage, or message routing, answers attachment, you will have the option to One solution might be to download may be found by accessing OE’s Help save just one of or all of the attach- the latest version of your preferred function, which can be accessed by ments. Once that option is chosen, you browser, whether it’s Firefox (www pressing F1 or by clicking Contents can save the attachment anywhere, .mozilla.com), Internet Explorer, And Index in the Help menu. such as on a CD or to the Desktop. Opera (www.opera.com), or any of You can access Help files by using the other browser options. Some users the Content, Index, and Search tabs. General Operations don’t keep their browsers up-to-date, The Contents tab is organized by sub- and settings that are revamped in ject, and the Index tab contains an al- Problem: My file is too large to be Outlook Express can conflict with phabetical list of subjects. If you are sent over email. older versions. unsure where to start, use the Search

Reference Series / Fix Your Own PC 155 SOFTWARE Email

tab to help you narrow down topics fairly stripped down that might be helpful. and straightforward. Another choice if problems keep Users can employ occurring with Outlook Express is to tools to limit junk consider buying repair and recovery mail, set a different utilities, available though the Micro- reply-to address for soft site and developed by companies messages, create cus- such as ScanDBX (www.scandbx.com), tom filters that send incoming messages to specific folders, and get alerts on a mobile device when- ever there’s a new message. For Hotmail, set- tings can be tweaked, The Mail Display Settings menu in Hotmail (www.hotmail.com) and troubleshooting allows you to adjust your display to meet your preferences and needs. can be done by se- lecting Options from the upper-right corner of the Web Express than previous iterations. In page. That will bring up a page with a terms of its current mail application, Outlook Express’ Help menu has a wealth of number of features to access, and the however, it resembles Hotmail, in- information. To find documents on a specific one usually most helpful when there cluding having its Options link at the topic, use the Search tab to narrow the choices. are email difficulties is Mail Display top-right corner of the page. Settings, located under the Mail tab. But Yahoo! trumps its online com- DataNumen (www.datanumen.com), Another helpful section can be ac- petitor in terms of having more Recovery ToolBox (www.oemailre cessed through the Help link in the complete troubleshooting infor- covery.com), and Accurate Solution lower-right corner of the screen. mation in its Help section, including (www.accuratesolution.net). Click Common Problems With POP the opportunity to contact customer The ScanDBX tool, for example, is Accounts to access subsequent screens care directly. designed to repair damaged OE files to help you identify what the diffi- Other email programs, such as and installations, while DataNumen’s culty might be, such as trying to ac- Google’s Gmail (www.gmail.com) and Advanced Outlook Express Repair is cess an MSN email account from Apple’s Mac Mail (www.apple.com), geared toward file recovery. behind a corporate firewall. also put their troubleshooting tips into Yahoo! is currently testing a beta a section called Help and give tips on Web Mail version of its forthcoming Webmail, creating different mail settings as well which looks more like Outlook as fixing any problems that crop up. In addition to Outlook Express, In general, whether using Outlook many users opt to have Web-based ac- Express, a subscription service such as counts as well, either as a supplement Mac Mail, an account from a local ISP to OE, or as their sole email. Providers such as Comcast (www.comcast.com), such as Hotmail or Yahoo! sometimes or just a vanilla Web-based app such act as a “junk mailbox” for users who as Yahoo!, email can be a boon for want to limit the amount of spam and communication, and in some ways, it e-newsletters that are delivered to their doesn’t matter which software you primary accounts. pick. After all, a message is the same Much more simplified than a full- whether sent through Hotmail or featured application such as Out- Outlook Express. But tapping into the look Express, Web mail tends to be troubleshooting power folded into every application will definitely make sure those messages don’t get lost in ScanDBX (www.scandbx.com) is a third-party the digital ether. RS repair tool for OE that may be able to help you troubleshoot problems with damaged files. BY ELIZABETH MILLARD

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including your ActiveX and JavaScript Basic Troubleshooting settings, click Tools, Internet Options, and Security.)

The Nitty Gritty If you think your firewall is at fault, Firewalls try the steps below to fix the most common problems. If you don’t find what you need, try your software’s users guide, Web site, or support line, since most firewall problems are well-known When the firewall to the companies that make them. stops working, so does your Internet Problem: I can’t send or receive connection or even data on my computer. your whole com- Solution: A firewall keeps the bad puter. But there stuff out and the good stuff in, but are ways to fix it, sometimes it can keep programs you and most of them need from sending and receiving are simple. the data they need to function. In that case, the program is said to be Who’s At Fault? “blocked.” Often you’ll see a pop-up window explaining this and prompting First things first. Before you to unblock the program or con- you get started, you need to know tinue to block it. For instance, if what’s truly causing your problem. Is it Windows Firewall has blocked a pro- eeping safe online can be ex- your firewall? Your ISP (Internet ser- gram, it will show you a message plained in two easy steps: vice provider)? Your phone line? reading, “To help protect your com- K Keep the bad stuff out and the The best way to determine if your puter, Windows Firewall has blocked good stuff in. Firewalls can do both, firewall is playing tricks on you is to some features of this program.” The which makes them a vital piece of turn it off and see if your problem message has three buttons: Keep software in today’s age of hack attacks, persists. If the problem disappears, Blocking, Unblock, and Ask Me Later. adware, and spyware of every kind. you know what the culprit is. If you know and trust the program A firewall is like a moat around your If the problem persists, remember that’s trying to send or receive data, computer. It screens inbound and out- that many things can prevent you from just click the Unblock button, and bound traffic to determine if it should viewing a Web site, sending or re- the problem is solved. (NOTE: The pass, keeping malicious code such as ceiving email, using a chat program, Windows Firewall only blocks incoming virus attacks from getting into your streaming a movie, or sending photos data. Only third-party firewalls, such system and keeping private data from to Flickr (www.flickr.com) or My- as the firewall in Symantec’s Norton getting out when keylogging programs Space (www.myspace.com), all of Internet Security or McAfee’s Internet and other nasty codes try to steal it. which are tasks governed by firewalls Security Suite, will block data from Windows XP (Service Pack 2) comes because they involve the transmission leaving your computer as well as with a built-in firewall called the of data over the Internet. For instance, invading it.) Windows Firewall. But many note- if you can’t view a Web site, the books and desktops come preloaded problem could be the settings in your Problem: I need to unblock a pro- with third-party software from Syman- Web browser or a problem on the gram, but I’m not prompted to do so. tec (www.symantec.com), McAfee Web site itself. Some Web sites use Solution: Most firewalls will show (www.mcafee.com), CA (www.ca ActiveX and JavaScript—types of code you an alert when a program tries to .com), Zone Labs (www.zonelabs that give a Web page advanced features send or receive data over the Internet, .com), and others. To see which fire- but also give hackers a way to exploit prompting you to block the program, wall you have (or whether you have your computer—which your browser unblock it, or defer your decision. If one at all), click Start and All Programs may block for safety. (To check your you don’t see an alert, you’ll have to and look for the vendor’s name. security settings in Internet Explorer, unblock the program directly.

Reference Series / Fix Your Own PC 157 SOFTWARE Firewalls

Files, the default location for double-click the File And Printer Windows software.) From Sharing option in the Programs And there, just follow the prompts Services menu and click the Change to return to the Desktop and Scope button in the Edit a Service di- reboot your system. alog box. In the Change Scope dialog box, make sure that My network Problem: I can’t print to (subnet) only is checked and follow a networked printer or the prompts to return to the Desktop access documents on an- and reboot your system. other computer. But even that can expose you to un- Solution: Sometimes your needed risk. A far better way to fix the firewall will keep you from problem is to use a third-party firewall using a network resource, that will give you full access to your such as a printer or a docu- network, without exposing your ma- In Windows XP (Service Pack 2) the Windows Security ment store, on your small or chine to the dangers of the wild, wild Center includes a basic firewall that blocks unwanted home office network. If your Web. By Microsoft’s own admission, inbound traffic from making its way onto your system. company gave you the com- the Windows Firewall is not designed puter and the IT department to give you full protection, merely installed your network and to add a basic layer of defense firewall, it’s best to let some- to Windows. one from your company re- solve this problem. You’re Problem: I can’t turn my fire- not passing the buck; you’re wall on. just being careful because you Solution: Two things will keep you might change a setting that from using your firewall: The first is a unwittingly opens your cor- faulty installation, which you can often porate network to attack. fix quickly. The second is more worri- If you’re using your own some. Spyware and other malware can network and have more turn off or completely kill your firewall leeway to alter your soft- as part of its plan to hijack your system. This is the interface for McAfee’s Personal Firewall Plus, one ware’s settings, you can fix If you think your firewall did not in- of the most popular current firewalls. Unlike the Windows the problem fairly quickly. If stall properly, uninstall and reinstall it Firewall, it blocks inbound and outbound traffic alike. you’re using the built-in Windows Firewall, which is the software most likely to The procedure varies slightly from block a printer or file share, open the program to program, but it’s largely Windows Security Center by clicking the same. For instance, to unblock a Start and Run and typing Wscui.cpl program using the firewall in Norton in the Open box. Then click OK. Internet Security, look for the Norton In the Windows Security Center icon in the System Tray (the set of window, click the Windows Firewall icons in the bottom-right corner of link at the bottom, choose the Ex- your screen, next to the clock). The ceptions tab, and select the File and icon, which differs slightly from ver- Printer Sharing option from the sion to version, looks like a globe Programs And Services list. Click OK combined with a grid. When you’ve and close the Security Center window found the icon, double-click it to and reboot your computer. This will open the Norton control panel. give you access to shares that were Next, click Personal Firewall and blocked, but there’s a catch: Using the Your firewall is not always to blame then Configure. Click the Programs File And Printer Sharing exception on for your connection problems. If you tab. In the Manual Program Control any computer that’s directly connected can’t see a specific Web site, look at section, Click Add and then browse to to the Internet can give hackers access your browser’s security settings. In the program you’d like to add. (Most to the shared documents on your net- Internet Explorer, click Tools, Internet programs can be found in C:\Program work. To guard against this, you can Options, and Security.

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Most firewalls give you Problem: I can’t uninstall my fire- near-complete control over which wall. programs can send and receive Solution: Firewalls can be hard to data over the Internet. This screen uninstall. Spyware, adware, and hack shows access permissions in attacks can try to alter or remove your McAfee’s Personal Firewall Plus. firewall from your system, so firewall vendors make the programs stick to it. The best way to remove a firewall is using the directions that came to use the Add Or Remove Programs in your software’s users guide feature in the Windows Control Panel (or see the problem below on because it triggers the firewall’s built- uninstalling your firewall). in removal process. If the Add Or On the other hand, if your Remove Programs feature doesn’t firewall installed correctly and work, consult your users guide or worked fine until you clicked vendor’s Web site to see if there are a suspicious Web site or opened a spe- steps, contact your firewall vendor different ways to remove the software. cious email, use a spyware/adware de- again to seek help. For instance, you can remove certain tector to clean your system. Norton, McAfee programs, including the McAfee, Zone Labs, and LavaSoft Problem: My firewall turned off McAfee Personal Firewall Plus, with (www.lavasoftusa.com) all make well- Internet Connection Sharing. a program called the McAfee Re- known programs that can remove most Solution: ICS (Internet Connection moval Tool that you can download but not all malware from your system. Sharing) is a Microsoft program that from www.mcafee.com. You can also contact your firewall lets you share one Internet vendor to see if it offers a fix. For in- connection among many stance, McAfee’s firewalls can be at- computers. Some firewalls tacked by spyware that very subtly turn it off when they in- edits the Windows Registry to disable stall, along with connec- it. (The Registry is a master database tion sharing programs of program settings in nearly all ver- from any vendor. sions of Windows.) It alters the fol- One solution is to repeat lowing Registry key: the ICS setup. But first HKEY_LOCAL_MACHINE\SOFT- check with your firewall WARE\Microsoft\Windows NT\Cur- vendor; some make tools rentVersion\\Notify\Sens- you can download to re- Logn establish your ICS con- nection quickly. You can to read as follows: download the tools from HKEY_LOCAL_MACHINE\SOFT- the vendors’ Web sites. WARE\Microsoft\Windows NT\Cur- Also be careful about the To change access permissions for inbound traffic in the rentVersion\Winlogon_disable\No- effects ICS can have on Windows Firewall, open the Windows Security Center and tify\SensLogn your firewall. Some vendors click the Windows Firewall link at the bottom. note that you can install In the second key, there’s an extra their firewall on the ICS Click the Exceptions word (“disable”). Rather than fix it gateway (that is, the com- tab in the Windows yourself, it’s better to contact your sup- puter that’s directly con- Firewall dialog box to port team because even the smallest nected to the Internet) and see a list of programs change to the Registry can result in dis- guard all computers that that are not blocked astrous effects. share its connection from from receiving inbound Once you’ve run a spyware tool or malicious inbound traffic. traffic. If you don’t see a utility from your firewall vendor, But if you want to guard the program you’d like you may have to reinstall your firewall against outbound traffic, to unblock, click the because malware can leave it so dam- you’ll have to install the Add Program button aged that you need a fresh copy. If the firewall on every ICS com- to open the Add A problem still persists after all these puter you want to protect. Program dialog box.

Reference Series / Fix Your Own PC 159 SOFTWARE Firewalls

Problem: I have adware programs on block heartbeats because they tend to two firewalls running your system to ensure use protocols that hackers also exploit. at once. a hack attack is not the Zone Labs is one such firewall, but Solution: By all root of your problem. you can instruct it to permit heart- means, turn one off. beats. If and when your ISP cuts your Using more than one Problem: I can’t connection, open the Zone Labs Log firewall does not make connect to my office Viewer by clicking the Alerts & Logs your system any safer. VPN. button in the Zone Labs interface. It just makes it harder Solution: A virtual Then peruse the list to find the discon- to manage inbound private network lets nection alert and note the Source DNS and outbound traffic you send encrypted in- in the Entry Detail field. (DNS stands by setting rules, poli- In the Add A Program dialog box, formation through the for Domain Name System, the method cies, and exceptions you can choose the program from a Internet to your office computers use to translate domains or because you now have list or click the Browse button to computers, keeping it Web site names into a set of numbers, twice as much work. look even deeper into your system. safe even though it and vice versa. Most experts sug- moves through a high- Once you’ve found the DNS infor- gest you use a third-party product ly public set of networks. On occasion, mation—a series of four numbers over WinXP’s built-in firewall because your firewall will conflict with your separated by dots—add it to Zone the Windows version only protects VPN software, leaving you without a Labs’ Trusted Zone. If you can’t find against malicious inbound traffic. If connection to the office. the DNS number you need, call your you’ve unknowingly installed a piece of spyware that begins to send your The Browse window lets personal data over the Internet, you choose any program on Windows Firewall has no way of pro- your Windows system. By tecting against it. (The firewall in default, most programs are Windows Vista does protect against stored in C:\Program Files malicious outbound traffic, but users and sorted by vendor. have to configure the protection themselves because it’s turned off ISP to ask for the DNS by default.) number of the server that sends out heart- Problem: I can’t configure my fire- beats. Tell them why wall. All the options and advanced you need it, too, since settings are grayed out. If this happens, contact your help it’s not every day that someone asks Solution: This is an occasional desk or IT department and notify them for private network data. problem with the Windows Firewall. It them of the problem. If you alter your If you keep your firewall in good means that you’re not logged on to firewall or VPN settings, you could working order, you can trust it to your system as an administrator and unknowingly open a hole in your keep you safe from the threats that don’t have the right permissions to corporate network. mar an otherwise wonderful Web. RS alter sensitive system settings. To fix the problem, log off and then log back Problem: I keep losing my Internet BY DAVID GARRETT on as an administrator. If you’re using connection. a corporate desktop or notebook, your Solution: If you can’t keep a connec- account may not have administrator’s tion, check your modem, phone line, rights, and you’ll have to ask your IT or any software that governs your con- department to do the work for you. nection. But there’s a chance your fire- (It’s possible your IT group did this to wall is the nosy culprit. keep you from changing your settings Some ISPs save money by discon- and leaving a hole in the network.) necting idle users to keep them from If you can’t alter the advanced chewing up modems and bandwidth. settings of firewalls from Norton, To determine if a user is idle, the ISP McAfee, Trend Micro (www.trend sends a heartbeat message—a small micro.com), Zone Labs, and others, packet of data to test your connec- You can identify programs by their extension, you should run antispyware and anti- tion—to your machine. Some firewalls which is always .exe.

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