Monthly Archives: November 2006

Strange telstra ADSL problem

Computer Aid Posted on by

Customer would like her ADSL connected, her multifunction printer setup, and some basic training on using the PC, and spreadsheets in particular (given her accounting background)

To setup broadband, I do the usual: I connect directly to the modem using IE. I check the lights and the modem has an ADSL link (ie it knows it has an ADSL link to the exchange), but the username/password is invalid.

I try a few variations, but eventually decide to call telstra. They reset the password, I keep trying, but after 40 minutes, we decide to call back and ask for more help.

They try to connect using their own modem (and our new password), and it works for them. All we can think of, is that maybe there is a fault with the modem. Problem is escalated, and Telstra will get in touch within 2 days… So I leave, and promise to return to do some training after the internet connection is fixed.

Remote desktop testing on DSL-G604T

Computer Aid Posted on by

This customer had previously asked me to setup remote desktop, so that a software vendor could connect and update its software remotely.

I had previously setup the port forwarding (d-link call it: virtual server) to allow port 3389 to pass through to the main PC.

Also had to disable the windows firewall (asked to do so by the software vendor), in order to allow access. I’ve since found the correct way to bypass the windows firewall without disabling it!

A week later, I’m told that remote desktop access is no longer working… Grrr

I take a look, and I see that the main PC now has a different IP address… So I connect to the DSL-G604T router and then setup for a fixed IP address. I also setup the PC with a fixed IP address (not using DHCP)… it takes a while, but eventually, everything is working correctly.

I try remote desktop from a second PC (to the internal LAN IP address) and it works well.

I try using the same PC to connect to the “external” fixed IP address… but no go.

I try many different variations, but still no go.

By looking at some online help, I see some mention of the need for a firmware upgrade. I’d like to avoid this if I can, so I keep searching. I also find a vague mention that you cannot use remote desktop to control a “remote” PC, if that PC is on the same LAN(ie I cannot “go out to the internet” and then “connect back in”).

So I call my wife and ask her to try connecting from the office PC… But it doesn’t seem to work. She eventually realises that I didn’t say to put a dot between the first and second IP numbers (Doh!)… but even after that has been corrected, it still doesn’t work.

At this point, I’ve been onsite for 4.5 hours, and I’m running out of ideas. I decide to try ultraVNC, but don’t have time to test it… I promise to return, once I have a solution.

Once back at the office, before trying VNC, I take a look at RD, … I hit the options button, and I notice the domain is set to “martindom”… I clear the domain field, hit the connect button, and I’m surprised to see that I’m connected.

I quickly call the customer (and apologise for disrupting their PC while they are working) and tell him that the PC is finally able to be updated.

I login a few days later and disable VNC, and I email the customer, strongly advising that he updates his passwords, as they can easily be guessed.

Looks like RD cannot be properly tested without using a remote site…

MSI continuous install problem.

Computer Aid Posted on by

Customer gets multiple photo gallery install windows popping up every time he starts his PC.

He clicks ‘cancel’ but it still pops up again at the next restart.

Click on ‘ok’ to install, and it wants an install CD (which customer doesn’t have).

I look at all the obvious places (startup folder, the 2 areas of the windows registry, windows services), but I find nothing.

Since the main reason for the visit is to fix a laptop that runs very slow over the internet (yet other PCs work just fine), I tell the customer I’ll do some research and get back to him with an answer.

I spend a lot of time trying to track down the reasons for the laptop running slowly while loading most websites (and downloading emails in outlook express). I clear temp folders, clear IE caches, I try some ping tests, but the response speeds seem quite normal… very strange. I try to disable TIS, but the laptop is still slow. I eventually have to admit that the problem could be still be TIS (uninstalling it will prove it), but I don’t think it is the cause. I believe that the laptop just needs to have windows reinstalled (much as I hate having to do it).

Customer doesn’t mind re-installing TIS, so I remove Trend.

Well, I’m very surprised to find that the laptop is much faster without TIS!!!

Given that the customer is reasonably computer literate, I tell him to download and install antivir, spywareblaster, and winpatrol (which he is happy to do on his own).

Once back at the office, I do some carefully phrased searches on the continuous photo gallery install. I find the answer from microsoft: msicuu2.exe

I email the program to him, and guide him through using it over the phone… and it works well.

The customer later asks for some website and SEO information for his business… so I might get some ongoing work from this.

difficult motherboard to diagnose

Computer Aid Posted on by

Speaking to a new customer over the phone, it seemed like during POST, the PC failed to detect the HDD, so we suspect a possible HDD fault. 

Once I got there, I could see that the PC would start, get partway through the POST, then freeze.

I started removing components to isolate the problem: removed all drives, an internal modem, yet problem persisted.

Removing the RAM was inconclusive: fans would spin, but there was no POST (monitor stays black, but it could be expected behavior), however, there was no MoBo beep to say “wheres the RAM“? This is unusual (unless the MoBo speaker wasn’t working…

I plug the RAM back in, but now I’m still getting no POST… blast, I’ve just made things worse!

At this point: I suspect its either the CPU, the motherboard, or the PSU.

I tried a new PSU, but the problem remains.

So I put the old PSU back, and I get a burnt plastic smell (I very quickly power off!!!). I look, but cannot see what got burnt.

I’d say that given I could see the POST message (at the start of this adventure), then the CPU must be OK, so the only thing left is the MoBo.

Customer is happy to purchase a new (nearly identical MoBo).

I revisit to re-install, and in the process I find the source of the burnt plastic smell: the RAM socket… looking at the RAM, I see one of the gold connectors is black (possibly charred plastic; or maybe the RAM got fried due to the high current)… things are not looking good at this stage.

Anyway, i plug in the MoBo, connect the CPU, the power connector, and power to the MoBo.

I hit the power switch, and fans start to spin, but the screen stays black, and no beeps 🙁

As a last resort, I decide to try the RAM (which might make things worse)… and I get POST!

I plugin all the rest, and windows actually boots!

XP asks to be revalidated, and I let it do so over the internet.

I update the incorrect video and sound drivers, then my job is done… I’m amazed at how well XP coped with a totally new (but similar) MoBo.

Update:

A few days later, the customer calls with a strange problem with her video display: she says that the text appears very small within each window, and she cannot get the display to 256-bit colour.

I insist that 32-bit colour should be fine (I don’t mention that there is no such thing as 256-bit colour… the human eye is not that good!), as it should also be able to display 256 colour games… I assume she got 256 colour and 256 bit colour confused.

However I cannot picture the problem with the small text… I get her to change the windows font sizes, the IE font sizes, the screen resolution… but its never quite right. She says she will call me out again to fix the problem (once she can afford to).

more telstra cable internet difficulties (DI-624)

Computer Aid Posted on by

Customer would like to get his wireless router working with his broadband modem.

I get there, and to my dismay, I find out he has Telstra cable internet… Hmmm, this will be painful 🙁

I start out by looking at the router (d-link 4-port wireless router) settings and take note of all the important modem and router settings.

I then look at getting the dreaded telstra cable heartbeat to pass through the router. I find it uses port 5050.

I also find that plugging the modem into the router WAN port almost works (when I ping a site, the dns server returns its IP address (although the actual ping fails)

I setup the router to forward port 5050 to the main PC (which is running the heartbeat client). But no go.

I read somewhere that port 5051 also needs to be forwarded. I try that, but also no go.

I disable TIS (in case its blocking anything), but no go.

I also find the dlink site, indicating how to setup the router specifically for telstra cable. I figure: this looks much more promising… there is actually an area within the router, where you can setup a heartbeat client for telstra!

So I setup the router as per the instructions (eg setup the heartbeat server IP address for QLD), but still no go!!!

As a last resort, I take a close look at the troubleshooting guide from the dlink website… What? clone the MAC address! I’ve never had to do anything like that before… but I figure its worth a try… and this time everything works well. 

I could see the wife was wanting to get me off the computer, as she needed to do some work… so the pressure was on!

Anyway, once the router was going, I quickly setup the router WPA security, etc etc… then gave the PC back to a relieved wife. Then I went downstairs and setup the PC (that already had a wireless card and drivers installed).

The wireless setup took 10 minutes (after 1hr 50 minutes of fighting the router)… just a case of disabling the dlink utility. It seems that none of the vendors wireless utilities support wpa-psk using AES encryption… only the older (less secure) TKIP encryption… yet XP SP2 supports (and defaults to) AES… go figure!

Anyway another learning experience which might not be of much use in the future: During my research, I found that Telstra are going to be phasing out the heartbeat system (woohoo!!!).

Update:

Customer contacted me a week later, saying that the wireless PC is “taking over” and slowing down the internet connection. After a few questions, I find out that the wireless PC is running the heartbeat client, so I ask him to disable the heartbeat client from all PCs… there should only be 1 client per site.

Irritating IE7 menu bar behaviour

Computer Aid Posted on by

I (and many of you) have tried IE7 by now.

Although it is more secure, I find 2 things irritating (so far):

  1. It doesn’t have a menu bar by default. Yes, Windows Media Player is similar. Yes, MS want to make things as non-technical as they can. Yes it means they can put IE7 into settop boxes, mobile phones, and kitchen sinks, without confusing ordinary people. Yes, you can easily put it back (I got it back on my 5th or 6th guess).
  2. You can’t move the various “bars” around. Most of you are used to having the menu bar at the top, just below the window title. But I cannot move the @#$%*& bar anywhere. In fact, I don’t seem to be able to move much at all. In fact, to move the menu bar to its “rightful” place, I need to edit the registry (which very few people are game to try). To fix it, just do a google search on: moving ie7 “menu bar”

I hope IE7.01 will address these problems. Not that I care much, since I use Maxthon, but because its going to confuse a lot of people.

Norton systemworks reactivates antivirus

Computer Aid Posted on by

Previously, customer said she would move to ADSL, so at the time, I installed antivir, and deactivated NAV (which had expired)

After a few weeks, I got called back, due to the PC running very slow, When I got there, I noticed that NAV had been reactivated, so I deactivated NAV services plus any entries from the registry. I also used add/remove programs (to uninstall the NAV component of systemworks)…

6 weeks later, it has reactivated again! Wife says hubby probably clicked somewhere and reactivated it.

This time I totally uninstall systemworks… its not worth mucking around with this… 2 return visits for essentially the same problem is excessive. I try not to visit existing customers more than once every 6 months.

Wireless access point range

Computer Aid Posted on by

Another strange problem (which started out quite normally)…

Customer has wireless “dropouts” and has difficulty maintaining a reliable internet connection. He also doesn’t have wireless security.

So I decide to setup WPA security, and then look into what dropout he has.

He also has a wireless repeater, so to avoid confusion, I switched it off while working on the router.

With a laptop right next to the netgear WAP + 4 port router, I easily setup WPA on the router and the laptop.

I then setup another laptop in an office (about 10 meters away), but get no signal…

I pickup the laptop and walk over to the main house where the WAP is located… as I enter the room, the laptop connects, and it is on the internet. Ah, good… I didn’t make a mistake with the setup.

So now I decide to look at the wireless repeater, as it looks like I’ll need it to get a signal to the office.

The way it works is: press the sync button when it is close to the WAP, and it will lock-in on the strongest wireless signal. Then connect it a little further away, and it will remember the last WAP it synchronised with, and it will basically extend the range on the WAP (acting like a go-between).

However, since I disabled the SSID broadcast on the WAP, the repeater won’t be able to synchronise (and it doesn’t know the keyphrase I used!)… so I need to connect to it via ethernet and manually enter the WAP details (like SSID and keyphrase). After that, it synchronises correctly.

I then setup the repeater 2 rooms away, and it cannot connect with the WAP… whats going on?

I set it up in the kitchen, but still no go.

I try a bookcase just 3 meters (and 2 walls) away from the WAP, and it finally syncs (at last!).

I then try a laptop, but no go 🙁

I am having some serious signal attenuation problems!

I switch off the repeater and concentrate on the WAP: as soon as I walk out the door with the laptop, the signal drops to half strength, and pings just stop.

At this stage I’m sure there must be something in the walls that are blocking the signal.

I cannot do much more, so I recommend that the customer abandons the wireless and goes with a wired solution.

On my way home, I start thinking that the problem could be with the WAP antenna. A frayed cable would give the same symptoms that I’ve been seeing (although I’ve never heard of a wireless antenna failing).

I arrange a second visit, where I will test the signal strength using another WAP that I know works well… Except he cancels the very next day, since he doesn’t want to deal with the wireless anymore… he will just go with a wired setup as I suggested. I also suggested he get a proper electrical contractor to install the wiring, as I don’t have the knowledge to do electrical kind of work (eg running wires within wall cavities, proper RJ45 wall outlets, etc).

I guess I won’t find out what the problem was, but I’ll remember to check the antenna, next time something like this happens.

Brisbane website design and SEO by Computer Aid

Computer Aid Posted on by

After creating, recreating and countless cycles of refining our own websites (me and my wife), we got a customer who wanted a personal website designed. (We aren’t pushing the web design (or SEO) side of the business, we just want it to grow naturally, as part of the general computer help and repair side of Computer Aid)

He had already purchased the domain name (dazx.com.au) and a hosting package from unlimited-space.com.

He wanted something like what he currently had with a free website hosting company, so we decided to go for a simple site (one html page, and the rest using the apps supplied by unlimited-space).

We decided to try frontpage, but eventually went back to using Nvu. We created a photo gallery using Coppermine, a joke section as a blog using WordPress, and a guestbook using ViPER.

Mandy wanted to create a great website, but given that this was a ‘budget’ website, I had to insist we tone down the extra features. Creating a consistent look and feel across all the applications was worth doing, but creating fancy navigation buttons, with a mouseover effect, was going too far. It would have cheapened our service (the equivalent of offering a Merc for the price of a Hyundai)… subsequent customers could expect similar service levels, which we cannot afford to deliver (given the huge amount of time it takes to design and customise).

Anyway, the customer is very pleased.

I did a handover (setup email, and gave instructions on how to update the contents of the website).

It all went very well.

Computer training … the simple stuff

Computer Aid Posted on by

I’ve had a few training sessions recently.

Its amazing how people can make use of computers without actually knowing how to do some of the most basic of tasks.

For example, I’ve had to teach people how to resize windows, and how to use the maximise / minimise / restore buttons on the top right of every window. I’ve also had to explain what those buttons at the bottom of the screen (iconised apps) mean… and how to use them.

Oddly enough, a more advanced concept (cut / copy / paste) is actually easier to explain, since everyone has done cutting, copying and pasting as small children.

I guess it comes down to having patience (of which I have lots), and being able to explain simple things in a simple way (which is not a simple as it sounds!).

I find the training sessions the most rewarding of all the work I do. Its good to see people smile, knowing they have mastered some aspect of the computer which they had never understood.