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Thread ID: 47122	2004-07-16 10:50:00	FAQ # 101, Help Us to Help You. Not the pocket version. Comments Please.	Murray P (44)	Press F1

Post ID	Timestamp	Content	User
252884	2004-07-16 10:50:00	This is the companion FAQ to the proposed Sticky . I suggest you read the sticky first then read this . As with the Sticky, please point out any errors or omissions you spot . If you are new here or to computers or, have new issues to deal with, this FAQ and the Sticky are for you . Your comments are most welcome, please don't be shy . STOP . Turn back now if you have not read the Sticky go on, go away, read it first . Look I've even put a Link To It ( . pcworld . co . nz/thread . jsp?forum=1&thread=49251" target="_blank">pressf1 . pcworld . co . nz) for your convenience . FAQ # 101 How To Get Effective Help on PF1 . Help Us to Help You . (Not the Pocket Version) If you have come here from the Sticky: How To Get Effective Help on PF1 . Help Us to Help You welcome, and read on:- Alternatively, if you have found your way here via the Press F1 FAQ page, there is a much shorter version posted near the top of the Forum message board . The short version will give you a basic idea of how to get the most effective help from Press F1 and its members, so try that first, it may be all you need . Some problems are very hard to resolve, in fact some are virtually impossible to diagnose without at least knowing what operating system you are using, what errors or error messages you are getting, and most probably having information about your basic hardware as well . Don’t know what’s inside the box? Links to reliable software that can extract comprehensive information about your computer are located further down the FAQ . This FAQ is intended to help you ask the correct questions about your computer related issue, so that you get the fastest and most relevant replies in return . In order to do this, you will need to provide information to us that perhaps you don’t even know right now! Don’t worry; you will soon know what information you will need and how to get it so please spend a little time reading and absorbing this FAQ . You can print out a copy by going to your web browser File menu and choosing the Print option . Where you see a LINK ( . pcworld . co . nz/faq . jsp?forum=1" target="_blank">pressf1 . pcworld . co . nz) in this colour and underlined, it is a hypertext link to useful information or software . This one takes you to the PF1 FAQ page, so give it a try . Be aware though that the FAQ files can take a while to load . Please be patient as it is well worth the wait . So, what do we need to know to be able to help you?: 1) Let’s start with your topic title (the subject of discussion) Try and make the topic of your post as specific to the problem or issue you want resolved . If a particular programme or hardware device is causing you trouble, or you want to know something about it, put it in the topic title . For example: “Internet Explorer: Page Not Found;” or “PC won’t start; Invalid System Disk;” or “Win XP Stop Error . 2) The Question, Your Post: Be as specific as you can and include any error messages you receive . Briefly describe the pop up boxes or things that are not what you expect or want to happen . If you can, please include the name, model and/or version of the software or hardware that is causing the problem . If you are unsure, just ask, or follow this [Link]* . 3) Your system description, i . e . what operating system (OS) is installed on your computer? The operating system allows you to interact with your computer . Basically it communicates with your hardware and your software applications in machine language and with you in English on a level that you can understand and use to operate your computer and your programs . There are several common operating systems, and a number of different versions within the same generic operating system type . Common operating systems are Windows, Linux, MacOS, OS/2 Warp, Unix, and MS-DOS . Of these, Windows is by far the most common . If you are curious, a more extensive list is available Here ( . computerhope . com/os . htm" target="_blank">www . computerhope . com) Examples of common Microsoft Windows (MS Win) versions are: Windows 3 . 1, Windows 3 . 11 (Windows for Workgroups), Windows 95 A, B & C, Windows 98 & 98SE, Windows ME (Millennium), Windows NT (lots), Windows 2000 and 2000 Pro, Windows XP Home and XP Pro . Note: Windows 95, 98, 98SE & 98ME are collectively known as Windows 9x, and Windows NT, Windows 2000 & XP variants are all based on Windows NT (New Technology) which was Microsoft’s original “industrial strength” business-oriented OS . In addition to these versions of Microsoft Windows there have been many Service Packs (SP) (updates) and patches (problem fixes) issued by MS . These are identified by “SP” followed by a release number, for example Windows 2000 Pro SP 4 . The least amount of information needed is the major version as described in the previous paragraph . If you can supply SP and patch information as well, that is absolutely fantastic as this information can have quite a significant bearing on how your issue is approached . Advisory: Windows 3x and NT and their many variants were once the mainstay of home and business computing (respectively) but are rarely used now . In the interests of brevity, they are not dealt with in this FAQ so if you have a question about either of these, try to provide the equivalent information to that required for the later Windows versions Gathering information about your PC: It is not hard to find information about a Windows PC, but the method varies a little between some of the versions: Windows 9x, 2000 & XP The Control Panel Method: When reading these instructions, the symbol > means “go to this next” or “select this option next from the menu” . Right click on My Computer choose Properties > System > General tab or click on the Start icon > Settings > Control Panel > System (or System Properties) . In Windows 98, 98SE & Me, to display all the Control Panel icons, you may need go to the Tools Menu > Folder Options > View tab and make sure the circle (radio button) or check box next to “Show hidden files and folders” is checked . Other information available to you on the “System Properties > General” tab includes the computer name, registration key, Central Processor Unit (CPU or computer chip) type and speed, and the amount of installed RAM (less any shared with onboard video if this applies) . Most of the important system settings can be carried out from within the Control Panel, and if you have computer problems you will most likely end up in there at some stage . MS System Information method: Click on the Start icon > Run, and type 'msinfo . exe' without the quotes in the text box, click OK or press Enter on your keyboard . Or alternatively, Click, Start > Programs > Accessories > System Tools > System Information . If neither of the above work, try Start > Search > For Files > type “msinfo32 . exe” into the search box and click OK or press Enter . If the file appears in the results, double click it to start it . In either case, a split-pane window will open . Click on the + sign next to any entry in the left pane to expand a list of items within that topic . Double clicking an item will provide information about various system settings, versions, and configuration in the right hand pane . Have a good look around and get to know it . If you cannot access the Control Panel and/or System (Properties) try the CD discs or manuals that came with your computer . Don't worry if you can't get all the information, you will still get help, especially if you have tried . There are other ways to get information from your computer, see How can I interrogate my computer? further down the FAQ . Unix, Linux & Mac, etc OS users: Sorry, but there’s not much specific info for you here, however the general information requirements are the same: Supply your OS name, distribution, version, kernel version, hardware platform, etc . For Linux information see FAQ # 80: “How to in Linux” . Important: If you are not using a Microsoft product, put the OS type in your topic title to ensure that you attract the people with specific knowledge of that operating system to help you . 4) What do you think the issue is related to? Is it the operating system, a programme, a hardware item, or a combination of both? You are not expected to know all the answers to this, but if you can, please include in your post what you were doing at the time the problem first reared its head, what programme you were using and what other programmes were running at the time (if you know) . Also tell us how frequently the problem is occurring and when it happens, in relation to either starting your computer and/or using the programme . Tell us what hardware or device were you using at the time, as this will most likely be related to the programme you were using or vice versa . For example, if you were playing a game that requires the Game CD to be inserted in the CD player, then that is a hardware device that is worth noting, perhaps along with your video/graphics card, sound card etc . Strange noises, or the total absence of the usual clicks, whirring noises and lights can point to a hardware problem or even a lack of the commodity known as electricity (you have checked, haven't you?) . If you do not know how to find out what start up programmes run, or all the programmes and processes that are running on your computer, guidance can be given . As per the game example above, what you need to find is probably specific to your particular issue . Which leads nicely to the next subject . 5) What error messages are you getting, or what is happening? Write down as much detail as you can about any error messages you receive . Is there an error message in a little pop up dialogue box or is it a full-blown “Blue Screen of Death” (Windows’ famous blue background with white text error screen, generally known as a BSOD) . Does it have an application/programme name or is it a Windows error message? What happens next? Does the computer re-boot spontaneously or does something seem to prompt it? Does the computer lock up completely? Does it hang momentarily or freeze for a minute or two? Does the programme you are using crash (shut down or go back to your Windows desktop screen) or does it just lock up (freeze) but other things still work? Does everything slow down or stutter? Is there a function missing, or perhaps more than one? Test it! Are there any odd or unusual sounds, lights, or lack of them? For example, you might write like this: “My printer does not print when I try to print a picture from Word 95 . Instead I get a Windows error message saying “not enough memory to render page” my printer is a Kamikaze, Model 123z . ” This example will get you much further towards resolving your problem than: “Help, Urgent, my printer won’t work, I've tried everything what do I do? ”Well I don't know, buy a new one perhaps?” might be the answer you get to the latter version . 6) What is your basic hardware configuration? #1 It may only be necessary to tell us what hardware device you believe to be causing the problem is, its make, model, and as much other relevant detail as you can provide . It could be very helpful though, if you can include the make and model of the computer, and a bonus if you can provide the Central Processing Unit (CPU, for example Intel Pentium 4, AMD Athlon etc) and its speed . Your hard drive size, make, and model would be nice too; along with how much free space you have left . If you can, tell us the amount of installed memory (RAM), make and model of CD ROM /DVD drive, video/graphics card model (is it onboard or a add in card?) and monitor (if the issue is related to your display, poor playing of games/picture, image editing), sound card (is it onboard?), USB connections/ports, printer, scanner as applicable . Note: “onboard” video and sound are built into the motherboard instead of being separate plug in cards . They are commonly found on cheaper mass produced systems and although usually lower performance than discrete versions, modern examples work very well for the average user . If you know your basic hardware, please include those details as a matter of course . If you do not know full details, just provide as much as you can . If you have supplied the previous information about your OS, help on finding out hardware specifics is close at hand . There are some links further down the FAQ that will lead you to handy software utilities that can provide just about all the information you need to know about your computer, and that will be enough for us as well! . 7) What is your configuration? #2: More detail, hardware and software? If your question is about a connection to the internet or a computer network, please include such things as your internet browser and version number (e . g . IE 6 . 0, Mozilla 1 . 6, Opera 7 . 50 etc), and the program you use to send and receive email (your email client) The same applies here as for your browser, but please be specific . Outlook Express [OE] is not the same as Outlook and vice- versa . We may also need to know details of your internet service provider or ISP (e . g . Xtra, Paradise, Orcon, Ihug, Freenet etc) and type of internet connection, e . g . dialup, Jetsurf, Jetstream, Clear Highspeed, Woosh, Cable etc . Next we need your connection hardware information, i . e . modem (internal or external, USB or parallel connection), DSL/broadband modem (or router), network card, etc . If your question relates to word-processing or other productivity activities, tell us what office suite or major productivity applications you use . Is it MS Office, Open Office or Star Office, Adobe PageMaker etc? Similar information is required for graphics or image management problems, and any other software program you are using . Don't forget the program version numbers please . 8) What have you changed recently? Some things just wear out, an outside event or agent may damage them, or they just stop working for some inexplicable reason . However, most problems are triggered by something you or your software or hardware has done in the normal course of usage . Have you installed or updated some software recently, or perhaps you have put a new video card in, or got your friendly local computer tech to do it? Is Windows Update set to Auto? Did you click on something while you were surfing the net (especially a pop up) or an attachment in your email client? Have you recently updated device drivers or firmware? You don’t need to include every tiny detail; very few issues will require straight off all the information listed above and elsewhere in the FAQ . Initially you should just include what you think is relevant to your problem . This will keep people from nodding off reading your post, but if you can, try to have more information at the ready . I include most virus/malware events under this category, as by and large they are preventable, i . e . Something you have done or omitted to do . Read on please . 8a) Has your computer suddenly started misbehaving? If your computer is exhibiting any of the following list of symptoms: (i) Restarting spontaneously after a minute or two of operation, (Windows ME, 2000 & XP only) . (ii) Slow, laboured operation and/or loading of the OS and programmes . (iii) Unexpected high hard drive and CPU activity (e . g . constant bursts of hard drive activity or “thrashing”) . (iv) The free space on your hard drive is disappearing fast without any action by you . (v) Your computer is attempting to connect to the Internet or another computer on a network without any action by you . (vi) Your dial-up connection or DSL modem shows unusual amounts of activity when it should be idle . (vii) You are redirected to web sites you did not intend to go to, or your home page is changed from the one you set yourself . (viii) You get unwelcome pop-up windows or programmes running while using the computer, usually but not necessarily while on the Internet . (ix) A strange new icon has appeared in your task bar or desktop . (x) Your computer turns itself on with no help from you . If any of the above sound familiar, then chances are your computer has been infected by some form of virus/malware or hacked by intruders . So, before you do anything else, make sure your anti-virus programme is up to date (check for updates at least twice a week, daily is better) and make sure it is turned on and running in the background . Then run a manual scan for viruses . You do have an anti-virus programme don't you? You don’t?? Cripes! Ok then, get yourself over to Grisoft ( . grisoft . com/freeweb . php" target="_blank">free . grisoft . com) and get AVG free, install it, update the virus definitions, then set it to run a full computer scan . Alternatively, go to Trend Micro House Call (http://housecall . trendmicro . com/) and follow the instructions there to scan your computer online, free . Download and install the latest versions of both Spybot S&E ( . safer-networking . org/en/download/index . html" target="_blank">www . safer-networking . org) and Adaware (http://www . lavasoftusa . com/), install them both, update their Security Rules (Spybot) or reference File (Adaware) then run them . Do use the inoculate feature in Spybot,and check for updates regularly in both programmes . Install a software firewall! Some free firewalls are, Kerio Personal ( . kerio . com/kpf_home . html" target="_blank">www . kerio . com), Zone Alarm Free ( . zonelabs . com/store/content/catalog/products/zonealarm/znalm_details . jsp?lid=nav_za" target="_blank">www . zonelabs . com) and Outpost Free ( . agnitum . com/download/outpost1 . html" target="_blank">www . agnitum . com) . Most of this software also comes in paid versions which have more features that the free versions, check out the web sites if your interested . Others are free or shareware but do accept donations, if you find the software useful and keep it, feel free to donate, you can find out how at their web sites . PC World and it's affiliates takes no responsibility for the effectivenes or otherwise of any of the software linked to in this FAQ . If you use Windows XP, do not rely on its built in firewall, it only blocks incoming traffic, not outgoing . Firewalls and anti-virus software can be complicated to set up and operate properly so that they do their job of blocking unwanted data exchange without blocking wanted information . Read the Help and FAQ sections of their web sites before doing anything, and if necessary download the appropriate manual or Read-Me file (if separate from the programme) and Read It . This is known as RTFM and it is a very important step in the installation and trouble free running of any software or hardware on your computer system . If you get stuck, you can ask for help on PF1, but please make sure you first read the manual . Did I mention already that you should read the manual? It is one of the first questions we will probably ask you! Note: Some anti-spyware/anti-adware programmes advertised on the internet actually contain malware or spyware themselves . Please ask advice before downloading anything not recommended on PF1, or do an internet search with the name of the programme “+ spyware” or “+ malware” (without the quotes) . See FAQ #'s 8a, 8b, 8b Spyware, 16 & 18 which have excellent step-by-step guides on system protection and removal of virus/malware . Take a look at FAQ 1b Basic computer maintenance, too, it contains some very helpful advice . Some virus/malware issues will require specific expert guidance to fix them, which may also entail the installation of specialised software . Ask some more questions if necessary . 9) What have you tried so far? Tell us what you have tried to fix the problem, or what you have done so far to find out what is wrong . Have you checked out the other Press F1 FAQ's ( . pcworld . co . nz/faq . jsp?forum=1" target="_blank">pressf1 . pcworld . co . nz) or used the Press F1 Search ( . pcworld . co . nz/search . jsp" target="_blank">pressf1 . pcworld . co . nz) feature (3rd button from right, top of page) . Unless you are looking for posts by a specific forum member, the user name and ID are not required . Unless you want lots of results going back many years, use the date function to restrict your search to the last 30 or 90 days, that will cover most recurring problems . Have a play with the number of results displayed per page too . Ten per page will load faster on a dial-up connection, but you will have to move on to the next page sooner or later and you may find 30 more convenient . Don't enter too much information into the query box or you will either get too many unrelated returns, or none at all . The KISS method applies here, so play around to test its capabilities . Enter error messages into Google and you may find the answer faster than PF1 can provide it, in fact if you post a common error message you may simpley be advised to Google it . We pretty much hope that you will have taken some basic steps yourself as that saves us a lot of time, and the help we offer can then be focussed more accurately on your problem 10) How can I interrogate my computer to find its specifications? Apart from the Control Panel and System Information utility (MsInfo32 . exe) mentioned previously, Windows 9x (except W95a) & XP versions have a utility called MS System Configuration or msconfig . exe . To open it, click Start > Run, type “msconfig” (without the quotes) into the text box, then click OK, or press Enter on your keyboard . There is a wealth of OS, software, system process and system hardware information available through this handy tool, but please do not change any settings without first seeking advice unless you are sure you know what you are doing . We will probably asked you to use this feature to disable start up items (programmes and files that run when Windows is starting up) from within the Start Up tab as part of the diagnostic process . Msconfig for Windows 2000 and Windows 95A Unfortunately, Microsoft decided to leave this handy feature out of Windows 2000, however all is not lost . You can download the XP version from Inside Project Here ( . insideproject . com/showguide . cfm?guideid=31" target="_blank">www . insideproject . com) . Download it at the link near the bottom of the web page, unzip it and copy/move it to your C:\WINNT\System32 folder . Alternatively, if you prefer you can get the Windows 98 version from Perfect Drivers Here ( . perfectdrivers . com/howto/msconfig . html" target="_blank">www . perfectdrivers . com) . Click on the download link for the version you want . This site has a version for Windows 95a as well, and you install the W95 version in the C:\Windows\System folder . Other helpful Software There are some really handy utilities that can help you gather all this information, and more, into one place . You can even print off a report on your computers specification and configuration . What’s more, these system diagnosis and information utilities come in free downloadable versions . Get your copy of SiSoft Sandra Standard Here ( . sisoftware . net/index . html?dir=dload&location=sware_dl_x86&langx=en&a=" target="_blank">www . sisoftware . net) or a copy of Everest Home Edition Here ( . lavalys . com/products/overview . php?pid=1〈=en" target="_blank">www . lavalys . com) or a copy of Aida32 Here ( . pcworlddownload . com/system-utilities/diagnostics/AIDA32-Personal-System . htm" target="_blank">www . pcworlddownload . com) . Aida recently changed to Everest, but some people still prefer the older version . Do not be tempted to fiddle with the “Burn In” or any of the “Bench Mark” applets in these programmes . They are designed to stress-test the components of your computer and its settings, and “stress” is the operative word here, things may break! Besides, some of these tests take an age to go through their routines . You can also get pro or paid versions of diagnostic/benchmarking software, but the ones listed above should suffice for most people . 11) Posting Etiquette: Diagnosing computer problems is often a progressive Q & A exercise, and a process of elimination . Unfortunately we cannot see what you have on your screen, but we have probably seen it before and will recognise it if you can describe it accurately enough . Please do not use txting language, ‘133t or 1337 speak’ or other abbreviated/coded language . Some of our more experienced advisers are not young enough to be able to read it, or to be bothered learning how . Please keep all your questions related to your problem in the one topic thread . If you get no answers to your problem or it does not appear to be getting resolved, DO NOT start a new thread on the same problem . Just add another post in your original thread to say that you still need help . Maybe you need to add or modify the information to help people understand your problem . PF1 has an incredible success rate, but not every problem can be solved on line, some need a hands-on attack to be able to diagnose effectively . You do not need to plead for help, Press F1 is a help forum so that pretty much explains why we are here (see OT topic exceptions below) . Please don’t clutter up your post with unnecessary text that just gets in the way of putting your information across clearly and concisely . Do your best to punctuate correctly, and use the PF1 spell checker if spelling is not your strong point . The easier your post is to read, the sooner you will get the help you need, and PLEASE DON’T POST ALL IN CAPS, it is considered to be shouting and is very bad form . If the offered fix or fixes solve your problem, a quick post to that effect in the thread you started would be nice, and it will be helpful to others who may follow that thread during a search . If the suggested fix(es) don’t work, post back with what you tried including what may have helped in some respects, and what did not work at all . More advice may be required, so be prepared to provide any new information you have discovered . Please read the Press F1 Forum Rules Here ( . pcworld . co . nz/thread . jsp?forum=1&thread=40651" target="_blank">pressf1 . pcworld . co . nz) and adhere to them . This FAQ itself is not a set of rules, it is just a guideline to help you help us to help you . If you have a topic you want to post that is not directly or remotely connected to computers, Type OT (Off Topic) in front of the topic title . Now that really wasn't too bad was it! Happy Posting, and let’s get to grips with your problem . Cheers Murray P With special thanks to Billy T, debugging and stress-testing department .	Murray P (44)
252885	2004-07-16 11:11:00	Comments... Comments... Hmm... If you ask me it smells of brilliance and hard-work :-) Well done Murray!	Chilling_Silence (9)
252886	2004-07-16 12:41:00	You certainly have been putting some time in on this, it looks great :)	Jen C (20)
252887	2004-07-16 23:29:00	Good one :D	Megaman (344)
252888	2004-07-17 00:39:00	Once agen, A work of art Keep it up B-)	Gods-Hitman (1419)
252889	2004-07-18 06:46:00	Thanks for the kind word people. Any suggestions for this one before it goes to press? Cheers Murray P	Murray P (44)
252890	2004-07-18 07:46:00	Thanks for the great effort, very detailed Well, 4272 words.... [similar length to the longest essay I've written all my life!]	~~~~~ s y ~~~~~ (2054)
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