If I need help with a computer problem, what information will I need to tell the technician when I call?

You will need to describe the symptoms. Depending on your initial statements, the technician may ask the following:

• What kind of computer do you have and what version of Windows are you running?
• When in the computer start sequence does the problem occur?
• Computer doesn’t turn on
• Turns on but nothing on screen
• Turns on and begins to boot, but halts before getting to Windows
• Windows starts but never gets to full desktop
• Gets to desktop but stops before all items are loaded
• In an application after Windows boots successfully
• During shutdown
• What event occurred before this problem started?
• Installed a program
• Installed a device
• Power outage
• Thunderstorm
• Uninstalled a program
• Deleted some files
• Has never worked successfully
• Circumstances when this problem occurs
• Occurs repeatedly or sometimes
• Only in one program
• Only when the web is accessed
• Only when two things are done together
• Only when someone else on the network is doing something
• Randomly at any time
• Error Messages
• What is the error message?
• Write it down or read it from the screen
• What modules are involved?
• Memory locations are not as important (usually)
• When in the sequence does it occur?

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My computer is responding more slowly than it used to. What can I do about it?

There are a number of things that could cause a slow-down.

• If the difference in response occurred suddenly after a particular event (such as installing a program or a new device), the program or device may not have been installed properly. Uninstall and re-install it.
• If the problem persists, the program or device may be incompatible with your system as configured. Change your system configuration or don’t install the program or device.
• If the slow-down occurred gradually, try the following operating procedures to bring back the response:
  • Keep the number of windows open to a minimum (close programs you are not using)
  • Keep programs to a minimum that open automatically at Windows start
  • If the computer is kept on all the time, reboot it occasionally, especially if the problem is occurring
  • Keep your hard drive from getting too full. Windows needs approximately 10% of your hard drive space to operate effectively
  • Remove temporary files, including temporary Internet files, from your hard drive
  • Periodically defragment the hard drive
  • Make sure a virus does not infect your computer by regularly running your antivirus program and keeping your virus scan files up-to-date
• The following configuration changes can also speed up response:
  • Increase hardware memory (RAM)
  • Upgrade your device drivers to the latest available
  • Depending on the version of your operating system, upgrade it
  • Upgrade program versions and their patch fixes
• If the slow-down occurs only when you are on-line, keep in mind that sending data over phone lines with an ordinary modem is a very slow process.
  • To get a faster transfer rate, upgrade to DSL or Cable Modem service

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When is it time to replace my old computer with a new one?

The answer depends upon how you use your computer and it involves some value judgments on your part.

• You may be driven to purchase a new computer whenever you want to add a program, device, or capability that your present computer cannot handle
• Sometimes upgrading your present computer can accommodate the new capability
• If you plan to use your computer in the same way as you are now with the same programs and devices, you can keep it as long as the electronics continues to work, which may be a very long time.
  • If a component or device fails, then you need to make the value judgment of whether to put money into an old computer or to put that money toward the purchase of a new, updated computer.

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Should I upgrade my computer to Windows Vista?


Windows Vista is Microsoft’s latest version of the Windows operating system. Windows Vista provides more security, reliability, and performance than previous versions. It also has enhanced graphics capabilities involving more animation and better movement effects across the screen.

The minimum system requirements for installing Windows Vista are an 800 MHz processor, 512 MB of memory, and at least 15 GB of free space on your hard drive. But these are just the minimum capabilities to install Vista. To take advantage of all of Vista’s enhancements, the recommended minimum requirements are: 1 GHz processor, 1 GB of memory, a graphics adapter with 128 M (256M preferred) graphics memory, at least a 40 GB hard disk drive (the larger the better), and a DVD-ROM drive. The full graphics capability needs to have Windows Aero capable graphics and Windows Driver Display Model support.

When you consider upgrading a computer which was not originally made for Windows Vista, you may find that a device or program on your computer is not compatible with Windows Vista. You may need to replace the device, especially a graphics adapter. If the device is compatible, the device driver may not be compatible. In these cases the manufacturer may have a new version of the device driver that will allow your device to operate with Vista. With some programs, you may have to update to a newer version of the program.

If you do not want to be concerned with system requirements, graphics capabilities, or device and program compatibility, the easiest way to upgrade may be to get Windows Vista on a new computer.

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I received a lot of printed material and disks with my new computer. Do I need to keep all that stuff?

You should keep your installation disks, your user's and setup manuals, and your original invoice and warranty information.

Usually your operating system (e.g., Windows), device drivers, and programs come pre-installed on a new computer. So you don't need the disks to install them at that time.

However, if you ever need to re-install any of the devices or programs in the future, you will need these disks. So by all means keep them in a place that you can get them easily when you need them.

• Installation disks
• Windows disk may be required to re-install your operating system, to extract and restore a file, or to add files for an upgraded capability or new device. Your computer may install Windows from a system restore disk, if you did not receive a separate Windows disk. You will also need your product ID that comes with a Windows disk.
• Disks for installing device drivers may come individually or in combination on a motherboard driver disk. You may need to re-install device drivers if a problem occurs. Or if you do a clean re-installation of Windows, you will need these device drivers to make your devices operate properly
• You need to have installation disks for any programs that came with your computer in case they need to be re-installed. Note, also, that you need to have installation disks for any programs you install on your own after you get your computer for the same reason.
• User manuals and setup guides can be a handy reference for information and procedures for your computer.
• Original invoice and warranty information
• May be needed if any warranty work needs to be done
• Your invoice and accompanying data may provide system and component information, if needed

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When I move my mouse, it skips and stalls and operates erratically. What can I do about it?

The ordinary mouse in wide use today uses opto-mechanical sensors to determine its position as the ball on the underside of the mouse moves. Because the ball is open to the surface it rolls on, foreign matter can enter the housing and interfere with the action of the sensors. Regular cleaning and dusting can prevent or correct this problem. You should also keep the surface the mouse rolls over as clean as possible. A mouse pad is better to use than an ordinary surface since it collects less debris.

To clean your mouse, make sure your computer is off. Turn the mouse over, move the retaining ring to the open position, and take out the ring. Remove the ball and set it aside. Remove any accumulated dust and debris from the inside of the mouse. (A canister of compressed air is helpful here.) Dampen a cotton swab with isopropyl alcohol and wipe each roller very carefully. Gently scrub away any accumulation of gunk that might be deposited.

Wash the ball thoroughly in warm, soapy water. You can also use an ammonia/water mix. Dry the ball completely using a lint-free cloth or paper towel. Be sure to remove any hair or debris that remains on the ball. Once everything is clean and dry, reinsert the ball and secure it with the retaining ring. It is now ready for service.

A word of caution: do not use harsh solvents, wood alcohol, or chemicals inside the device or on the ball. You can assemble the cleaning materials yourself or purchase a cleaning kit with everything included.

Alternatives to the common opto-mechanical mouse on desktop computers are a track ball and an optical mouse. A track ball is an inverted mouse using the same technology but with the ball on top. It needs to be cleaned like the opto-mechanical mouse but probably less often. An optical mouse uses optical sensors, which are enclosed within the bottom of the mouse. Since it has an enclosed case, you simply clean the exterior with a soft cloth.

The TrackPoint devices and pressure-sensitive touch pads found on notebook computers require virtually no cleaning.

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What is spyware and how can I get rid of it from my computer?

Spyware is unsolicited software that installs without the user’s consent. It tracks web site visits and collects user information. This information is then used to tailor advertising campaigns, consisting of popup ads and email, to bombard the user. Spyware can also change your internet browser selections and direct your computer to sites designated in the spyware programs. It can slow down your computer and stop it from starting some programs and accessing Internet sites.

In most cases, spyware comes embedded within freeware and shareware programs that are downloaded from the Internet. File sharing programs, such as the music sharing ones popular with teenagers, bundle spyware/adware within their programs. Spyware can also be loaded into your computer when you visit some sites, either silently or by asking permission while disguising itself as a legitimate program that will enhance your browsing experience.

Follow these tips to reduce the adverse effects of spyware on your computer:

1. Update windows with all critical security updates.



2. Do not download any freeware programs unless you are sure the web site can be trusted.
• It is easy to inadvertently click YES on a popup window that asks if you want to install some software that claims to improve your computer.
• Do not do it unless you know what that software is and you actually want to install it.
• It is best not to answer these windows—not even with a NO—but rather close the window by clicking on the X in the upper right corner.


3. Do not install file sharing networks and their programs (e.g., Kazaa, Morpheus, etc.).



4. Do not download an ActiveX program unless you are sure the web site can be trusted.



5. There are many spyware removal programs available, but the present major antivirus programs now find and block spyware as well as viruses. Therefore, you can use only one program to keep your computer free from viruses and spyware. So the recommended tips are:
   • Install one of the major antivirus programs (Norton, McAfee, Trend Micro)
   • Note that some of the broadband Internet providers provide an antivirus program with your broadband subscription. However, you must download the program for it to run on your system.
   • Run the scan at least weekly—more often if you observe spyware (or virus) symptoms.
   • Update the program’s files as updates are available.

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