Computer help desk

[angelic_one2002]

Can anyone who has Norton Antivirus tell me...if I have my Liveupdate set to update virus definitions automatically, will it still let me know after it's downloaded and installed the updates? I have mine set to ask me first, then I download/install...but somehow, a worm entered my computer. I'd like to set it to automatic, but I still want to know after it's downloaded/installed. Thanks!

[speedbump]

I have mine set to auto and it always lets me know when it's finished.

[lobeck]

same here

[angelic_one2002]

Thanks! I had no idea how it worked set to download/install automatically. I like to know after it's been done, to know that it's working properly.

[phat32]

Thanks! I had no idea how it worked set to download/install automatically. I like to know after it's been done, to know that it's working properly.

I have DSL at home, and so I have a persistent connection from the moment I'm logged in and through to Windows. Theoretically, Norton should download new definitions the moment I'm looking at my Desktop.

Lately, however, I've noticed that I can be online for an hour or two before the definitions are downloaded and I'm informed.

Something to keep in mind.

ETA: You can always download them manually.

[Callie]

Ugh... I'm currently having horrible computer problems with my laptop... it won't even TURN ON!! (I'm currently on my roommate's computer).

So I call my computer's technical support phone number to help me (I'm not gonna say their name just to save them face..) and after about a MILLION times of having them tell me to "turn on the computer, okay... now turn it off... oh ok turn it back on now... oh wait... turn it back off" I finally told them "look it's really late... I'm just going to call back tomorrow" and then at the end of the call he's telling me the number to call back at tomorrow, and what my case number and all this other stuff I need to know for future reference.. and here's the real kicker...

He says: "Ma'am... do you want me to email all this information to you?"

It took me a second to realize what he just said... did he not remember that my computer isn't even TURNING ON?!

So.. my response was... "well what's the point of you emailing it to me when I can't even get on my computer. Am I suppose to get it through telapathy?!"

He wasn't very happy with my comment and just replied with "I guess not. Thank you for calling ____ support line, goodnight" *click*

This is what I want:

• Technical support that speaks english
• Technical support that is based in USA and not in India
• Somebody with common sense to help me..

[ZitsMom]

This is what I want:

• Technical support that speaks english
• Technical support that is based in USA and not in India
• Somebody with common sense to help me..

I totally agree and feel your frustration. Our new computer suddenly would not shut down, and I foolishly tried calling tech support. Could hardly understand the person. Had me doing stuff that made the situation worse. It still wouldn't shut down, and I was getting all kinds of error messages. I asked him to please tell me how to undo everything so I could go back to the way it was... guy HANGS UP ON ME.

ZM

[phat32]

ETA: It occurred to me that if the laptop is not powering up at all, ask a technician to replace the CMOS battery. Every modern motherboard, for either a desktop or laptop, requires a CMOS battery, which looks almost exactly like the kind of battery your watch uses. They typically last for years, but when one runs down or goes weak, your computer is apt to do some wonky things. Good luck.

CallieCutie,

As both a Microsoft-certified Systems Analyst (the "computer guy")--and an Asian-American--I can certainly understand your frustration, believe me.

Certainly, I realize that you expect and require excellent service when you experience issues with your PC. If I were in your shoes, I would expect no less.

However, let's not make the "outsourcing" of jobs overseas, primarily to India, part of your frustration. If anyone should be concerned about this trend, it's me and the other information workers in this country whose livelihoods depend on their IT training, their work, and the hope that that work will not disappear across an ocean.

(At the same time, I'm not going to knock the next guy--or gal--for trying to make a buck [or a rupee]. Hey, that's capitalism. I can't enjoy the system then cry "Foul!" when it works against my favor. I adapt...or die out. )

Now, back to the issue at hand:

1. When you say it doesn't even "turn on," what are we talking about? Does it "POST"? That is, do you see any lights to indicate the power is on? Do you see any letters against a black screen when the computer runs through BIOS? Computer maker's logo? Anything?

2. Have you tried removing the battery, then reinserting the battery? Do you have another battery you can try?

3. Have you removed the AC adapter, then plugged the adapter back into the laptop?

4. If the computer continues to boot past the BIOS and POST, try Windows "Safe Mode." After pressing the power button, push and release F8 about once every second until it's past the POST stage and attempting to boot into Windows. You should be presented with a menu (in Windows 2000 and Windows XP). Select Safe Mode.

5. Equipment like laptop computers can be quite fragile, and it's not unusual for the unit to fail during power-up if it's been jolted, taken a power surge, dropped, etc. etc. Also, don't rule out the possibility that the unit's battery may be dead and the AC adapter may be defunct. Yes, at the same time. Hey, stranger things have happened and have. I've seen it.

If you don't successfully boot into Windows Safe Mode, reboot the computer and boot normally into Windows, then give your tech support department a chance to work.

Good luck.

[Callie]

However, let's not make the "outsourcing" of jobs overseas, primarily to India, part of your frustration. If anyone should be concerned about this trend, it's me and the other information workers in this country whose livelihoods depend on their IT training, their work, and the hope that that work will not disappear across an ocean.

I don't have a problem with them being in India or whereever, as long as I can understand them. Which I couldn't do and it was frustrating to keep saying "what?"

1. When you say it doesn't even "turn on," what are we talking about? Does it "POST"? That is, do you see any lights to indicate the power is on? Do you see any letters against a black screen when the computer runs through BIOS? Computer maker's logo? Anything?

When I turn it on... it comes up a COMPLETELY black screen, with no blinking cursor or ANYTHING, and the power light is on, on the computer and no other light and not even the caps lock or number lock light or anything, just the power light.

If I let it go for a couple hours, and try again... it will atleast go to the Dell Screen, then the Windows Screen, and then to my desktop, and then it'll go right back to this blue screen with white lettering and at the bottom (from what I can remember) it says panport.sys or something like that at the way bottom... and then some other stuff after that about memory disloading or something like that (I can't remember much when I'm angry)

2. Have you tried removing the battery, then reinserting the battery? Do you have another battery you can try?

yes, yes, and no

3. Have you removed the AC adapter, then plugged the adapter back into the laptop?

yes and yes

4. If the computer continues to boot past the BIOS and POST, try Windows "Safe Mode." After pressing the power button, push and release F8 about once every second until it's past the POST stage and attempting to boot into Windows. You should be presented with a menu (in Windows 2000 and Windows XP). Select Safe Mode.

I tried that with the Dell support guy and my computer froze while it was in safe mode, then I went to turn back on the computer, and I got a completely black screen again.

[phat32]

Sounds like a hardware issue: either the screen on the laptop is going out or the motherboard may be going defunct.

You should have a hardware specialist at work look at it. Any tech worth his salt should be able to throw the hard disk from the laptop into a similar (or same) spare laptop they have lying around. (We buy in bulk, like most IT outfits, and I can't imagine that they wouldn't have another laptop of the same model.)

You'd be back up and going in no time. Without the laptop in front of me, there's very little more I can do.