Price Computer Support

Hi All,

            Wayne here. The below article I found of interest. How you all have been doing? It has been a very soggy May and murky June in York Maine. Hope your cellars are dry!

Wayne

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    Last month, Microsoft Corp. officially released the second beta version of its much-anticipated Windows Vista operating system. It’s built to be a more polished preview of the OS that will ship for enterprises late this year, and for consumers early next year. There is still work to be done, a fact even Microsoft admits [see GCN Insider, Page 33]. But based on reviews in the GCN Lab, Vista is a compelling product that agencies will want to start evaluating sooner rather than later. Whereas the first beta of Microsoft Windows Vista was more or less a proof of concept [GCN.com, Quickfind 586], the second beta is loaded with features that feel more like a finished product. Microsoft has made significant improvements in two main areas: usability and security.

The overall user interface is a leap ahead of Windows XP. At a recent meeting with GCN, Microsoft officials said one of its development goals with Vista was to “eliminate the bottleneck between the user and his data.” In other words, the more transparent the OS, the better the user experience. Vista pretty well achieves this level of transparency, although its level of flair depends on which of four modes you run it in.

In Windows Classic mode, the screen and menus look pretty much like they did in Windows 2000. If you want to drill down through several menu layers to find the right tool, feel free. There is also a Basic interface, which looks like Classic mode but features easier menus. These two modes are here solely to ease the transition to Vista.

The Standard mode employs Vista’s new Windows Driver Display Model graphics technology, which means windows open quickly and programs generally run smoothly. For example, we opened a large folder of images and the thumbnails displayed almost instantly—a huge improvement over XP running on the same system.

But the way most people will want to experience Vista is through the new Aero interface. Aero is about the best way we’ve seen to manage and display information. A bit of warning, though: The Aero interface is resource-intensive. Your experience will depend on your hardware. Running Vista and Aero on a 1.7-GHz laptop with 512MB of RAM, for instance, the system tended to bog down, a problem we didn’t have running similar programs with XP.

Microsoft is recommending Aero users look for what they’re calling a “Vista Premium Ready PC,” which includes a CPU of at least 1 GHz, 1GB of RAM and an Aero-friendly graphics processor with 128MB of its own memory. We’d say that for Aero, these are definitely minimum requirements.

On a “premium” PC, Aero is a much-improved way to work. Unless you’re overtaxing the processor, thumbnails are everywhere you need them to be. Hovering the mouse over minimized applications will display small high-resolution thumbnails showing exactly what the information looks like. And the thumbnails are live. While burning a CD in a minimized window, we were able to hover over the app in the task bar and see how far it had progressed. This capability works even for minimized videos.

Building on the live thumbnail concept, if you press the Windows and Tab keys, Vista will put all your running applications into a scrollable 3-D view. As you scroll your mouse, the 3-D windows cascade down the screen like a waterfall—just click on the one you want. With 10 windows open, this worked extremely smoothly in the GCN Lab.

Vista definitely makes it easier to find the tools you need, but it also does the same for data. You no longer need one folder for your business presentations and one for your personal records, for example. Vista can help store your data however you want, no matter how your brain works.

Many ways to tag documents

The OS will reference documents based on file type, name and even terms within the documents. Office 2007 programs (also now in beta 2) will let users add metadata describing each document they create. With our beta version of Vista, we could do this tagging by hand.

From there, users can almost live in the Vista search pane, which can be found almost everywhere in the OS. Start typing in the information you’re looking for, not just the file name, and Vista does a good job of finding it. You can also sift through documents by metadata. For example, once you’ve rounded up a bunch of documents using the search tool, you can then use drop-down menus to display according to certain fields, such as author.

For searches you tend to perform over and over, Vista has upscaled XP’s Saved Searches to something called Search Folders (previously known as Virtual Folders). These XML-based folders look like regular data folders, but when you click on them, they launch a saved search and bring back the most up-to-date information.

Next-generation security

Vista beta 2 security is good—and largely unintrusive. From a user’s standpoint, it mostly requires prompts at the right times. For example, when you first connect your computer to a network, the system asks if it’s a public or a private network and explains why it’s important you answer correctly.

A public network might be one you use at work (not exactly what a network admin might call public) or connect to while traveling. A private network would be one you have at home where, for example, you don’t mind if family members share files or resources. The labels are a bit confusing but the OS gives clear examples of what it means by public and private. Once you answer, appropriate security settings are automatically configured. This one-button security configuration can be changed later from within the control panel, or you can search for “network security” from Vista’s search tool.

One of Vista’s most-talked-about security features is User Account Control, which offers fine-grained tools for managing security on user desktops. For example, admins can set a minimum security standard that must be met before a system is allowed to connect to a network. They can also control how Vista systems handle key drives from the group policy settings.

What Microsoft said it still needs to fine-tune in UAC—and we agree—is the end-user experience. When a new program needs to run, even if the user did not specifically launch it, the screen will darken and a window will pop up identifying the program and what it’s trying to do. You could say you don’t recognize that program and not allow it to run, or let it continue, which gives it a green flag in the future. If the application’s behavior changes in any way, such as trying to send data over the Internet, UAC will prompt you again.

Frankly, and Microsoft acknowledges this, UAC is currently too quick to pop up a security alert. You can train it over time, but before Vista ships, it will have to discern the difference between a potentially harmful user action and a routine, user-initiated task.

Vista allows more control over security than ever and, for the most part, the features are powerful. Remote administrators have basic access to programs but can elevate their security status and downgrade normal users as necessary. Moreover, every change to the OS made either by users or administrators is logged in great detail. This should go a long way toward audit compliance for government organizations and will really speed up the work of auditors trying to figure out who changed a system and when a change took place.

More to explore

Microsoft says millions of users will be able to test drive Vista beta 2 in the coming months. It’s definitely worth spending time with, because there are a slew of other new features.

For example, Microsoft put Vista’s accessibility tools (magnifier, speech recognition, etc.) in a central location called the Ease of Access Center. It’s a powerful addition for agencies striving to adhere to Section 508 accessibility requirements. We were especially impressed with the improved Narrator function, which reads menu items in a pleasing, natural voice.

The BitLocker Drive Encryption utility is also ready to roll in beta 2 (and is one of those programs that generates a UAC alert), but keep in mind it will only be available in Vista Ultimate and Enterprise Editions.

The OS intuitively walks you through preparing a drive to be encrypted. It needs at least two partitions, both formatted in NTFS. You then turn on BitLocker and a wizard helps you set up your drive encryption. BitLocker can also work with the Trusted Platform Module 1.2 on many of today’s PCs as an added measure of security. For non-TPM systems, BitLocker can run in a mode that requires a security key on a USB key drive in order to boot.

Bottom line: Vista beta 2 shows great promise. Predictably, it’s not yet ready for prime time, but in all the time we ran it, the OS was stable, secure and responsive. System requirements are an issue. Agencies will have to look hard at whether they want to time a PC refresh with the Vista release, or perhaps scale back some of Vista’s whiz-bang features to get the added security in place right away.

Is Vista worth the upgrade, especially now that XP has evolved into a more secure, stable OS platform? Based on our first look, we think so.

GCN chief technology editor Brad Grimes contributed to this review.

Easy PC fixes

Does this sound familiar? Your PC malfunctions, you wait (seemingly endlessly) on the phone to get help from the manufacturer’s tech-support service, only to find it can’t help you fix the problem. Finally, you do what you considered doing first anyway: You call your computer-savvy child, who calmly fixes things and then shows you how to fix it should it ever happen again.

Our latest Computer Tech Support Survey, by the Consumer Reports National Research Center, found experiences like this unnervingly common. Only 55 percent of those who contacted free support had their problem solved. Roughly 15 percent of users with problems didn’t even bother contacting the manufacturer’s support because of past bad experiences.

But when we asked more than 20,000 subscribers with computer trouble how they solved their problems with and without the manufacturer’s help, we found hope. Here are some of the highlights:

• You might be more computer-capable than you know. Fifty percent of our survey participants who tried solving their own problem, after free tech support failed them, were able to solve it.

• Outside help can be very effective. More than 90 percent of those who skipped tech support entirely and called an independent service at their own expense had their problem solved. Those services could typically solve problems that tech support had failed to fix.
• You should indeed think of calling the kids first next time. More than 60 percent of those who turned to family and friends after free support failed had their computer problem fixed.

  Drawing on those survey experiences and the expertise of the computing experts at Consumer Reports, here’s a step-by-step guide to help you solve common computer problems yourself, get the most from free manufacturer support, use an outside support service if necessary, and keep your PC in top running shape.

Step 1

TRY TO FIX IT Yourself

Consider these first. When trouble strikes, one of these four all-purpose computer fixes might do the trick:

• Turn off the computer and any misbehaving peripherals for a minute and restart them.

• If a printer or other device isn’t working, turn it off, then disconnect and reconnect all cables securely to their proper ports. Check the power plug, too.
• For trouble with sound, video, or printing, review the device’s settings (usually in Windows’ Control Panel).
• Remove recently installed hardware or software. If you are running Windows XP, use System Restore to reinstate the computer’s previous settings.

  Consult guides here and online. The computer manufacturers offer online guides, but our survey showed that they helped only about a third of the time. You might instead want to check the 11 problems and solutions in our June 2006 report on how to fix computer problems yourself.

  Next, if you’re a do-it-yourselfer, try the free diagnostics at PC Pitstop ( www .pcpitstop.com ), which also runs a user-forum site and offers for-pay support.

  For problems with a particular piece of software or hardware, check the FAQ and knowledge base at its manufacturer’s site.

  User forums and newsgroups provide a wealth of free information, often from volunteer experts who scour such sites and answer questions. Access them from groups.google.com or groups.yahoo.com. You can also use the newsreader program in applications such as Microsoft Outlook Express for access to the tens of thousands of free online discussion groups known collectively as Usenet.

Step 2

maximize free TECH Support

If you’ve exhausted your own expertise and that of family and friends, it’s time to consider calling tech support. But before you do, check your coverage. At least a year’s free tech support is the norm, but see whether on-site support is for hardware repair only or includes diagnostic help. Apple offers 90 days of free phone support, after which it charges $49 per incident. (Support is always free in person at the Genius Bars in Apple retail stores.)

If you’re covered, follow these steps:

Consider the manufacturer’s track record. In our June 2006 report on laptops and desktops, satisfaction with tech support varies widely by manufacturer. Calling tech support is more likely to pay off with Apple Computer, or IBM (Lenovo) for laptops, which solved, respectively, 76 and 64 percent, of problems than with low-scoring Compaq, which solved just 38 percent of problems and typically kept customers waiting a long time before getting help.

Decide how to reach support. Phoning isn’t the only way to get free support, but we found that it offered better results than the other ways. Most manufacturers also offer help through e-mail, online chat, their Web site, or sometimes via remote control of your computer. Unfortunately, as our survey shows, none of them worked very well. For example, half of respondents had at least one problem with phone service; most common were a long wait and being bumped from technician to technician. Of those who e-mailed the manufacturer, 29 percent either waited more than 48 hours for a reply or received none at all.

We also found that those we surveyed used the phone for support more frequently than they used e-mail or the Web.

Organize system information. Write down important information about your computer, such as the service code, model, and serial number, ahead of time. Keep your receipts in the same place. Also jot down all pertinent specifications, such as the amount of memory, processor type, and anything you’ve installed since you purchased the system. Keep handy all the system discs, backup discs, and software that came with your computer.

Record what happened. Be able to tell the technician what the exact problem is, when it occurred, and what you were doing when it began. Record error messages and what you were doing when they appeared.

Get identification. As soon as you’re in touch with a technician, get his or her name or ID number, or an incident number. That way, if you’re cut off and call back, you can ask for the same person. Also immediately provide your name and phone number so that the technician can get back to you if necessary. Keep a log of calls made, dates, and resolutions.

Try to avoid reformatting. Tech-support services often advise reformatting your hard drive when there might be less-drastic solutions. Before taking that advice, try to check it out with a third party, such as a computer-savvy friend or relative, or even a paid professional. If reformatting is necessary, or if you must send in or leave your PC for repairs, back up all your personal files first.

Step 3

PAID HELP Independent tech-support services like this one above solve problems better than most computer makers’ support, but they can be expensive.

consider Independent Support

Independent support consultants solved close to 90 percent of the problems that users in our survey brought to them after manufacturers’ support could not solve them. Such services cover computers, peripherals, operating systems, and software, so you avoid the runarounds you often encounter with manufacturer’s support.

Here’s a sampling of the kinds of problems several independent services will solve and how much they charge. We have not assessed their performance.

• PlumChoice (www.plumchoice.com) emphasizes remote-control services for hardware and software troubleshooting for $25 per 15 minutes. There’s also a subscription option that performs virus scans, spyware cleanup, and Windows Updates for $24.95 per month.

• PC Pinpoint (www.pcpinpoint.com) runs a series of diagnostic tests, then lets you solve the problem or gives a technician access via remote-control software. It also offers e-mail, chat, and phone support. Prices are $25 per incident or $75 per year.
• Ask Dr. Tech (askdrtech.com) specializes in remote diagnostics. Phone and e-mail support costs $19 per incident, $24 per month, or $89 per year.
• PC Pitstop ( www.pcpitstop.com ), which also offers user forums and free tips, sells paid support for fees ranging from $19.95 per incident to $99 per year.
• GeeksOnTime ( www.geeksontime.com ) and Geek Squad ( www.geeksquad.com ) send someone to your home to perform any of a variety of tasks such as setup, maintenance, and repairs. You can find Geek Squad at many Best Buy stores. On-site services from Geek Squad range from $129 to $229. GeeksOnTime starts at $89 per hour on-site.

  When choosing an independent support service, here’s what to look for:

  Satisfaction guaranteed. Many of these companies offer warranties for their services. For example, with a one-year subscription, if PC Pinpoint can’t solve your problem in 30 days, you’ll get a full refund. PlumChoice guarantees its remote services for five days.

  Certification. Ask the service provider about the certifications its tech-support personnel have. Some important certifications are CompTIA A+ (an internationally recognized credential sponsored by the Computing Technology Industry Association); MCSE (Microsoft Certified Systems Engineer); and MCP (Microsoft Certified Professional, which covers any of several specialty Microsoft-certified areas). For network-related jobs, the technician should have a network certification. Also look for certifications for specific manufacturers, such as Dell.

  24/7 service. Look for a service provider that is available around the clock, especially if you are subscribing. Odds are you’ll never need service at 3 a.m., but it’s nice to know that help will be there if you do. The price charged should be the same no matter the time of day.

  No minimum times. Some companies charge for a full 15 minutes when you are on the line for less. A subscription service might cost less, especially if you think you’ll be needing help again.

  No travel charges. Choose an on-site tech-support service that doesn’t charge for travel time. The clock should start ticking when the technician arrives.

Step 4

PREVENT future problems

Maintain your computer properly. Detailed instructions are available at ConsumerReports.org. Click on “Electronics & computers,” then on “Easy fixes for computer problems.”

• Empty the Recycle Bin and the temporary Internet files.

• Run Microsoft’s maintenance tools: ScanDisk, Disk Cleanup, and Disk Defragmenter.
• Enable automatic Windows Updates.
• Delete unneeded items from the Windows Startup menu.
• Back up your data.
• Remove dust from vents on the case.
• Don’t install software you don’t need, especially from the Internet.
• Install antivirus and antispyware programs, and use a firewall.
• Turn your computer off when not in use for long periods, such as at night.
• Enable Windows XP’s System Restore or install a program such as Norton GoBack from Symantec, which can return your PC to its pre-problem state.

	CR Quick Take
		Drawing upon the results of our comprehensive Computer Tech Support Survey of online subscribers and on our staff’s expertise, we found that: • Free manufacturer support was dismal, except for Apple and IBM (Lenovo) laptops. Extended support plans might not be worth the cost. • You might well be able to solve your computer problems on your own. For 11 problem-solving tips, see our June 2006 report on how to fix computer problems yourself. • Independent support services were very effective problem solvers. For advice on using them, see consider independent support.

Step 5

weigh extended support

If you’re buying a new computer, consider our Ratings of major brands’ tech support. Some manufacturers offer an extended warranty that you can buy along with a new computer, which adds premium services. For example, Gateway offers a one-year plan for $60 that includes on-site visits for hardware repair only. Prices for a two-year upgrade from Dell start at $50, depending on the system type. A three-year plan from Sony that includes on-site visits costs $250.

For most brands of computer, such plans aren’t worth buying. According to our survey, they didn’t reduce many of the hassles people experienced with free support, though they did solve slightly more problems. And 7 percent of those who had bought them ended up paying an independent service to solve their problem. However, IBM (Lenovo) extended laptop support is worth considering because it solved 75 percent of users’ problems. So are Apple’s three-year AppleCare plans, since the phone support that comes with a new Mac is free for only 90 days.

“The browser is the most dangerous application,” says Christoph Fischer, an expert in IT security from Karlsruhe. Browser programs are indispensable for depicting internet pages on the computer, but are anchored deep into the operating system. At the same time they make direct contact with the chaotic realm of the internet. That makes them an inviting target for the ill-intentioned.

Adding to the problem is the increasing complexity of browsers, Fischer notes. All modern browsers include embedded support programs and languages like Java, Java Script, Flash, and ActiveX. This is a result of the trend toward more colourful web sites loaded down with animated “do-dads.” Without the corresponding plug-ins, the pages cannot be properly depicted with the browser.

This “featuritis” has made no friends at the German Federal Agency for Information Technology (BSI) in Bonn.

Frank W Felzmann, the division head for IT safety in operating systems, says, “That makes the browser easier to attack.” Every program has weak points that can be exploited once they are discovered. Among other problems, this means that market leader Microsoft has “grave security problems with its older browsers,” Fischer feels.

Even the Firefox browser from the Mozilla Foundation, developed as a stripped down counterpart to Microsoft’s Internet Explorer (IE), now features numerous add-ons. These helper programs allow the browser to be customized to meet personal preferences.

BSI expert Felzmann estimates that the current version of IE has more weak spots than Firefox. Yet this has cost IE many users. “That makes Firefox more interesting for attackers, since they react to the market share,” Felzmann explains. “Attackers will go after the browser that is most widespread.” The new IE 7, expected on the market in the second half of this year, may well become a prime target for so-called malware authors.

Microsoft has recognized, however, that “significant investments in security are a constant necessity,” explains Andreas Schoenberger, the company’s marketing manager in Munich. Dangers through phishing must be taken just as seriously as viruses and worms. The new IE 7 browser will therefore also offer both an anti-spyware function and a “phishing filter.” This involves tests to prevent attacks luring online banking users into revealing their access data.

The first step in the process is a comparison of the web site being visited with a local list of recognized genuine sites. Another step involves checking the site for characteristics typical of phishing sites. Finally a comparison is made against a constantly updated online service from Microsoft, which notes “good” and “bad” sites. If a phishing alarm is triggered, then the surfer is provided a warning or the page is blocked.

BSI expert Felzmann warns against overconfidence. The new IE 7, whose beta version is already available, has not been written completely from scratch. “Parts of earlier versions were used, and these contain some security holes.” Moreover, protection based on a list of banned sites is a “cat-and-mouse game,” since new phishing sites appear on the web constantly.

IT expert Christoph Fischer points out that this process also involves certain privacy risks. Microsoft is ultimately being informed about visited web sites in real time, which not all internet users may appreciate. Fischer also complains about the lack of transparency for the browsers. Certain functions can in fact be turned off, but “Which users know about it? They are too complex for normal users to master.”

As a result, many simply ignore security issues “because they’re annoying.” The IT expert also implores surfers to take basic precautionary measures, regardless of which browser they use. This includes switching off browser features like ActiveX and Java Script, which can be used to sneak in spy programs. The automatic downloading of plug-ins should also be deactivated.

Alongside the regular update of the operating system, virus protection program and firewalls, Felzmann also advises surfers to be vigilant about security threats and to approach unknown web sites with caution. The consequences of security gaps are not clear to everyone, Christoph Fischer adds: “Millions of people are spied on every day by spyware. They’re standing buck naked on the web.”

INFO BOX: Create separate user profile for surfing. Computer users should create a user profile with restricted access rights to be used when web surfing, advises Frank W. Felzmann from the German Federal Agency for Information Technology (BSI) in Bonn. Most users foolishly surf using their administrator account. That allows any malware that sneaks onto the machine to gain full control of it.   

By Felix Rehwald,