Credit where it’s due: Thanksgiving tech support has gotten easier

I spend a lot of time venting about tech being a pain in the neck, but I will take a break from that to confirm that my annual Thanksgiving-weekend routine of providing technical support has gotten a lot easier over the last 10 years.

The single biggest upgrade has been the emergence of the iPad as something usable as the only computer in the house. It took a few years for Apple to make that happen–remember when you had to connect an iPad to a computer for its setup and backups?–but Web-first users can now enjoy a tablet with near zero risk of malware and that updates its apps automatically.

As a result, when I gave my mom’s iPad a checkup Wednesday afternoon, the worst I had to do was install the iOS 12.1 update.

That left me free to spend my tech-support time rearranging that tablet’s apps to keep the ones she uses most often on the first home screen.

Things have gotten easier on “real” computers too. Apple and Microsoft ship their desktop operating systems with sane security defaults and deliver security patches and other bug fixes automatically. The Mac and Windows app stores offer the same seamless updates for installed programs as iOS and Android’s. And while Google Chrome and Mozilla Firefox aren’t in those software shops, they update themselves just as easily.

But the openness of those operating systems makes it easier for people to get into trouble. For example, a few weeks ago, I had to talk a relative through resetting Chrome’s settings to get rid of an extension that was redirecting searches.

Other computing tasks remain a mess. On a desktop, laptop or tablet, clearing out storage to make room for an operating-system upgrade is as tedious as ever, and it doesn’t help when companies like Apple continue to sell laptops with 128-gigabyte SSDs. Password management continues to be a chore unless (duh) you install a password manager.

Social media looks worst of all. Facebook alone has become its own gravity well of maintenance–notifications to disable to curb its attention-hogging behavior, privacy settings to tend, and propaganda-spewing pages to avoid. There’s a reason I devoted this year’s version of my USA Today Thanksgiving tech-support column to Facebook, and I don’t see that topic going out of style anytime soon.


A different default browser with a different default search

Several weeks ago, I switched my laptop to a setting I’d last maintained in the previous decade: Mozilla Firefox as the default browser.

Firefox took the place of Microsoft’s Edge, which I’d decided to give a shot as part of my reintroduction to Windows before seeing Edge crash too often. In another year, I would have made Google’s Chrome the default instead–but a combination of privacy and security trends led me to return to an old favorite.

Firefox had been my default browser in Windows since February of 2004, when it was an obvious pick over the horrific Internet Explorer 6. But a few years after the 2008 introduction of Chrome, Firefox had stopped keeping up, and I began relying on Chrome in Windows.

I kept Safari as the default on my Macs for its better fit with the operating system–although its memory-hogging habits had me close to also dumping it for Chrome until a recent round of improvements.

Last year, however, Mozilla shipped a faster, more memory-efficient version of Firefox. That browser has since finally caught up with Chrome in supporting “U2F” two-step verification, where you plug in a cryptographically signed USB flash drive to confirm a login. And as I realized when writing a browser-comparison columns for USA Today, Firefox comes close to Safari at protecting your privacy across the Web–especially if you install its Facebook Container extension, which blocks Facebook’s tracking at other sites.

This doesn’t mean I’ve dropped Chrome outright. I almost always keep both browsers open, with much of my Chrome tabs devoted to such Google services as Gmail and Google Docs. (Confession: I only learned while writing this that Google Docs’ offline mode now works in Firefox.) Chrome continues to do some things better than Firefox–for instance, while it doesn’t offer a simplified page-display option like Firefox’s Reader View, it’s been more aggressive at disciplining intrusive ads.

When I set Firefox as the default in Windows, I also switched its default search from Google to the privacy-optimized DuckDuckGo. That’s something I’d done in my iPad’s copy of Safari years ago, then recommended to readers last July in a Yahoo post; it seemed a good time to expand that experiment to a browser I use more often.

Since DuckDuckGo doesn’t match such Google features as the option to limit a search to pages published within a range of dates, I’m still flipping over to Chrome reasonably often for more specialized searches. But even there, I’ve reduced my visibility to Google by setting a sync password to encrypt my browsing history.

All this adds up to considerably less Google in my Web life. I can’t say it’s been bad.

How I inspect laptops at tech events

BERLIN–I’ve spent the last three days here at the IFA tech trade show poking and prodding at new laptops to see if they might be worth your money. That inspection has gotten more complicated in recent years, thanks to some new features I welcome and a few others I could do without.

The following are the traits I now look for after such obvious items as weight, screen size, if that screen is the rare Windows laptop display that doesn’t respond to touch, advertised battery life, storage, memory and overall apparent sturdiness.

Acer Swift 7 close-up

  • Screen resolution: On smaller screens, 4K resolution eats into battery life without making a meaningful difference in picture quality–from most viewing distances, you can’t even see the pixels on a 1080p laptop screen anyway.
  • USB-C charging: Now that I have a laptop and a phone that can both use the same charger, I never want to go back to needing a proprietary power cable for a computer. You shouldn’t either.
  • USB ports: Laptops that only include USB-C ports can be thinner than those with full-sized USB ports, but I’m willing to accept a little bulk to avoid having to pop in an adapter for older USB cables or peripherals.
  • Other expansion options: For people who still use standalone cameras, SD or microSD Card slots will ease data transfer. I also look for HDMI ports, which ease plugging the laptop into a TV. (Since my own laptop doesn’t have one of those: Anybody have a recommendation for a USB-C-to-HDMI cable?) And now that I’ve seen a laptop here without a headphone jack, I need to confirm that audio output’s presence too.
  • Backlit keyboard: Typing without one in a darkened hall is no fun. While I’m looking for that, I’ll also see if the trackpad is governed by Microsoft’s simple Precision Touchpad control or janky third-party software.
  • Webcam placement: Some laptops stash the webcam not at the top of the screen but below it, which leaves video callers stuck with an up-the-nostril perspective of the laptop user.
  • Windows Hello: Fingerprint-recognition sensors are cheap, while having to type in a password or PIN every time you log in imposes its own tax on your time. I’m not so doctrinaire about Windows Hello facial recognition if fingerprint recognition is there.

This list is a little involved, but on the upside I no longer have to worry about things like WiFi or serial ports. So now that you know what I fuss over when inspecting laptops at tech events like this, what else should I be looking for on each new computer?

When your old laptop dies at the perfect time

My old MacBook Air is now not only retired but dead. And it could not have happened at a better time.

I had resolved to donate the 2012-vintage laptop I’d finally replaced with an HP Spectre x360 last fall by donating it to the local Apple user group Washington Apple Pi, whose MacRecycleClinic refubishes still-functional Macs for reuse and scavenges the rest for parts. And since I’m speaking at Saturday’s Pi meeting about the state of computer security–the gathering runs from 9:30 a.m. to noon-ish in Enterprise Hall room 178 at George Mason University’s main campus in Fairfax, with my spot a little after 11 a.m.–I could bring the old Air with me to hand over.

So yesterday afternoon, I made one last backup of the Air’s files, signed it out of its Web services as per Apple’s advice, and rebooted it into macOS Recovery to wipe the drive and re-install macOS High Sierra from that hidden partition. Then I followed the counsel of experts for a USA Today column earlier this month and used Apple’s FileVault software to encrypt its solid state drive all over again.

Several hours later, High Sierra wrapped up that chore. I once again rebooted into Recovery, used Disk Utility to wipe the SSD–and then couldn’t install High Sierra, because the installer reported that the drive’s Self-Monitoring, Analysis, and Reporting Technology (SMART) software had found a problem that left the volume unusable.

After a moment’s irritation, I realized that this timing was perfect. It followed not just five years of trouble-free drive performance but a complete erasure, re-encryption and re-erasure of the volume, so there could be nothing left to recover–and therefore no need to apply physical force to destroy the drive. This Mac has failed me for the last time, and I am okay with that.

Advanced Mac tinkering: performing a drive transplant on a 9-year-old machine

Friday’s work toolkit got a little weird. It included two suction cups, multiple sizes of Torx screwdriver bits, a pair of tweezers, a can of spray air, a microfiber cloth and a lot of patience.

Were Apple a company that updated its computers on a regular and predictable pattern, I would have replaced this desktop long ago. But first it spent years neglecting its desktops, then my laptop needed replacing first, and now the “new” iMac has gone almost a year without an update.

iMac SSD in placeInstead, two other things got me to upgrade my desktop the cheap but hard way. First my backup hard drive died without warning, then I noticed that an SSD upgrade kit was down to $200 and change at the longtime aftermarket-Mac-hardware vendor Other World Computing. That would be a cheap price for a vastly faster storage system, and anyway I couldn’t resist the challenge here. So I placed my order… and then waited two weeks as the Postal Service somehow lost and then recovered the package that it only had to run from the nearest UPS to our front porch.

In the meantime, I did a complete Time Machine backup on my new external drive, then used Shirt Pocket’s SuperDuper to put a bootable copy of the iMac’s entire drive on a second partition of that external volume. With those redundant backups done and my schedule somewhat clear Friday, it was time to risk breaking my desktop computer with the sort of involved tinkering I last seriously attempted around the turn of the century, when I owned a Mac clone in which almost everything inside was user-accessible.

Step one–as explained in a how-to video that would have been more effective as written instructions illustrated with animated GIFs–was to get the iMac’s LCD out of the way. I used the suction cups to lift the outer glass off the magnets holding it in place (you can imagine my relief at not having to battle with any glue), then removed eight Torx screws holding the LCD assembly, using the tweezers to ensure they wouldn’t get lost inside the iMac. I carefully tilted that out and held it away from the rest of the computer, then detached four ribbon cables from their sockets inside the computer–each time feeling a little like I was about to fail to defuse a bomb.

The next step was to extract the old hard drive. After removing another two screws and plucking out a further three cables, I just had to undo four other screws to get the hard drive out of its mounting bracket… which is when I realized that the second screwdriver included in OWC’s kit wasn’t the right size.

iMac LCD attachmentFortunately, the second neighbor I checked with had an extensive set of Torx screwdriver bits. After finding one properly sized to liberate the drive bracket, I used the spray air to knock nine years’ worth of dust out of the innards of the computer, then completed the drive transfer by securing the SSD to the bracket, connecting it to the original cables and fastening the new drive to the computer. I did the same routine with the LCD assembly, wiped it and the glass panel with the microfiber cloth, then finally clicked that outer glass back onto its magnets.

With the computer once again whole, I plugged it in, attached the backup drive, pressed the power button–and was delighted to see it boot properly off that external drive.

Installing macOS High Sierra from the backup drive to the SSD went remarkably fast; running a complete Time Machine restore of all my data and apps did not. But by the end of Friday, I had an old computer that no longer felt so old. And the pleasant sense that I haven’t completely lost my DIY-tech skills.

Updated 10/29/2018 to fix a couple of grammatical glitches.

A sick Spectre returns, apparently healthy

About a month after it fell ill, the HP Spectre x360 laptop I bought in November seems once again fine–thanks to a little cybernetic surgery bracketed by free air travel.

Spectre hinge close-upI thought repair might be necessary after my last post on this subject, when even reinstalling Windows from a clean recovery image failed. I jumped on HP’s tech-support chat (I’ve never had to call for help, which is nice), and after a quick recap of my situation to date (the rep didn’t ask me to reboot the computer, which is nice), my remote interlocutor agreed that the laptop would require hands-on care.

The next morning, FedEx delivered a box, prepaid return label included, in which I could ship the x360 for repair. The laptop was on its way back that afternoon, and the next day I got an e-mail predicting a return on April 26th. It came back on the 24th, something I found out first from a phone call from FedEx the evening before.

Parts of this machine have been replaced, but I’m not entirely sure which. A printout in the box reported the following details:

“Operating System Reloaded: NO”

“Parts Replaced: LCD DISPLAY”

“Other Repair Actions: PART REPLACED”

Well okay, then! But I do know that the laptop has been working properly since, so I am going to tell myself that the PART REPLACED was, in fact, a part that needed to be replaced.

My Windows laptop doesn’t seem to want to run Windows anymore

A week ago, I was sure I could cure the squirrelly behavior of the laptop I bought less than six months ago the hard way–by wiping the hard drive and reinstalling Windows from scratch. And for at least two days, that worked.

But then the laptop failed to wake from sleep, and when I force-rebooted it, the machine got stuck in the same “Preparing Automatic Repair” state that left this HP Spectre x360 unusable for a few days last month.

And this time, the laptop was back to refusing to recognize the USB recovery drive I’d created on it–even while it did boot up my ancient ThinkPad.

A chat session with HP’s tech support didn’t unearth any fixes for the problem, so the rep said he’d send me a second USB recovery drive. To HP’s credit, that drive arrived the next day.

But while this “Recovery Media” can erase the hard drive and reload all the necessary installation files on its recovery partition, the computer can’t then load Windows off that partition. At some point into the installation process, it gets stuck at a blank screen that features only Windows’ spinning circle of dots.

The Kafkaesque angle to all this: Installing Ubuntu Linux off a flash drive was no problem at all. Alas, this distribution of the open-source operating system doesn’t seem to recognize my laptop’s touchscreen, fingerprint sensor or Windows Hello facial-recognition cameras, so it’s not a long-term solution.

My next attempt will be to create a Windows recovery drive from the disc image you can download off Microsoft’s site. But if that doesn’t work either, this laptop’s next business trip will involve it going back to HP in a box.