What to do if you don't have a "computer geek" on your payroll?

Ok... Your system dies on the weekend. You call Tech Support and a nice message comes on telling you that "You're a valued customer" - but support hours are Monday to Friday.

Or... You've tried the 800 number and ended up hanging up after about 45 minutes... You try the "regular" number (not toll free) and hang up after 10 minutes.

What do you do? It looks like you're on your own. Well, that's almost true. You do have to take matters into your own hands, but I wouldn't say you were "alone." There are LOTS of resources out there in the big ol' world to help you. Take a deep breath and say "patience is good."

The first question is: Do you have Internet Access? The Internet SHOULD NOT be your LAST resort when looking for help. It should be your FIRST stop.

If you do not have Internet access, your first step has to be getting it back (assuming you had it to begin with.) Call your ISP (Internet Service Provider - the company you get internet access from) and get their technical support people to help you get back online.

If your ISP doesn't have 24 / 7 service, you need a new provider!

Once you get online, you have to decide what the problem is. That will help you know where to start looking for a solution.

There are three major types of problems that drive us all nuts. These relate to: hardware, operating system (i.e. Windows or MacOS), and software. I know, technically speaking, the operating system IS software. What I mean here is the software you can control, like your word processor or your sales and inventory system.

ISSUE 1 - HARDWARE

Hardware problems include the computer itself, disk drives, modems, monitors, keyboards, printers, etc.

Step one is always to shut down the computer (and printer, monitor, whatever...) and start it back up again. Make notes of any error messages that come up when restarting the system.

Then, go to the web site for your computer manufacturer. For example, if you have a Dell computer, you can go to www.dell.com (Of course, if you have a Dell computer, you probably got through to technical support without waiting 45 minutes on hold!)

Almost all of the information you need will be on the web site for the product you are having problems with. You see, it is in the best interests of the manufacturer to put as much information on the site as possible. Then they can hire fewer Tech Support people to HELP you. This is one of the reasons you DO wait 45 minutes on hold. They WANT you to get off the phone and find the information yourself. So the sooner you learn how to do this, the better prepared you will be for future problems (because you know you WILL have problems.)

When you go to the web site, try looking for a SUPPORT link. Once there, see if there is a SEARCH link that lets you type in any error messages you saw when restarting the system. When doing a search, it is a good idea to enter LESS information instead of more. For example, if you have a problem with your CD drive, you would want to search for "CD", not "PANASONIC Q-45x 32X CD ROM DRIVE". Once you find the item you are looking for, you're likely to find a description of the problem you have and the solution.

Sometimes, a problem that you think is hardware related is really controlled by the operating system.

ISSUE 2 - OPERATING SYSTEM

Suppose you just installed a new scanner on your computer - but it's not working. Well, there is a small chance that the new scanner is bad, but it is more likely that your computer simply doesn't recognize the scanner yet. This is a problem (not really a BUG) with the operating system. You may need a different, or updated, driver - which is the link that tells the operating system how to work with the hardware. You can usually download the latest version from the scanner manufacturer web site.

After you get the updated driver, try uninstalling the hardware and reinstalling it. This will let your Operating System know how to work with your new hardware. There is a lot more that the operating system takes care of besides new scanners. Your Display, Mouse, Keyboard, Modem and Disk Drive are all controlled by the Operating System.

In fact, the operating system controls EVERYTHING your computer does. So if you have a really BAD problem, you may have to reinstall the operating system. Take it from me, reinstalling Windows can be a VERY time consuming task. Not only that, you have a very good chance of loosing everything on your hard disk. (YOU HAVE BACKUPS, RIGHT! See my AWN article on backups from last [Sarah, please insert the date of the backup article here...J) Try doing everything else you can before you take the step of reinstalling the operating system.

ISSUE 3 - SOFTWARE
Problems with software can range from a bad installation, to user error. This is still a good time to go to the internet to find an answer. Of course, you'll want to go to the company's web site to look for the answer to your problem. The good news though, is that MOST of us in the Software arena still answer our phones. Sometimes, we even answer questions about Hardware and the Operating System.

FREE ADVICE
One of the most wonderful things about the Internet is the abundance of user groups. Try to look for a user group or chat room related to your problem. You can ask other people, who also use the product, what they might have done to solve your problem. There are LOTS of people out there that just like to help out.

What DO you do when you don't know WHAT to do? Rent an expert. It's great for you to learn as much as you can about how your computer works. But if it's going to take you a DAY to do something that someone else can do in half an hour... think about it.

Obvious choices for assistance with computer problems include the major computer stores such as CompUSA, BestBuy, etc. These companies are usually a bit pricey. I have heard that Wal-Mart stores are currently running a test in 12 stores where they are offering computer service and repair. If the test is successful, they plan to offer maintenance services in ALL of their stores!

But here's something to consider. Where might you go to find inexpensive help with the latest technology? As strange as it may seem, (and in spite of the Compaq, IBM and Dell commercials on TV) the cutting edge of technology is not pushed by BUSINESS users. It just so happens that if you're looking for the industry that uses the very latest computer technology, you should look at GAMES. Computer games use the most up-to-date video drivers, memory management, and data access. This is what makes them FAST. And who do you think installs, configures and uses the games? Kids...

In order to run these awesome games, Generation Xers are learning about how to maintain computers. What does this mean for you? Well, in many cases, you might want to go find one of these kids to help you with your system. They're usually very smart (in spite of what you may think of how they dress...) and can resolve Windows and Networking issues pretty quickly.

Try walking into your local Radio Shack, where you can almost always find a youngster, and ask if they want to earn a little extra. Ask about your problem. They'll probably give you some free advice. And you might want to invite them over to help. You will probably end up paying something like $20/hour instead of the $80 - $120/ hour that "consultants" charge.

Good luck. And remember, you're not really alone.