Bend in the Weather (Entries tagged as support)

Teddy bear moments

mbottrell@gmail.com (Matt) — Tue, 20 Oct 2009 02:15:00 +1100

I think we can all attest to the phenomenon known as the Teddy Bear troubleshooting.

I think we all probably need our own Teddy Bears in each of our ~~human office box~~ cubicles or work desks.

So next time you need to do some serious troubleshooting or some heavy lifting when debugging - try pulling out the Teddy Bear.
Even better, you can hug something after it's solved!

Automating Software Update Downloads

mbottrell@gmail.com (Matt) — Tue, 02 Jun 2009 01:59:00 +1000

Even as a Linux desktop user, I still have a need to run various pieces of legacy software under Windows.
Ideally, I would love to find a Linux alternative, but whilst the itch remains, I still need to scratch it.

As such, I run various Virtualbox Virtual Machines running Windows XP.

This gives me the added benefit of still being able to run my preferred operating system as my main desktop (Linux), whilst still using some legacy applications under Windows.

This is nothing new, and most people do this all the time. With most modern CPU chipsets from both AMD (AMD-V) and Intel (VT-x) providing hardware assisted virtualization solutions - it has become a simple task for many people.

One thing that has annoyed me, and any user that has ever had to reinstall a Windows machine (it happens to the best of us -- Windows often decides to eat it's own registry), is that whilst you might install straight from CD, it also means you have to then spend a good few hours applying all the service packs and then all the updates from the Microsoft website (and sit back and watch a dozen or so reboots between multiple updates). It's enough to send any sane person around the bend.

Once you've done it - you vow never to do it again, yet as Murphy would have it... it's bound to happen again. This is partly due to the fact that Windows Deteriorates over time, until one day the performance is so shoddy you can swear you saw a snail push the cursor on your screen. Once it comes to that, it's time to reinstall again.

Microsoft also recognised it's a problem, particularly in corporate environments that run many desktop PCs. As such they released WSUS. That's fine and well -- if you run a Microsoft Windows 2003/2008 Server. Unfortunately most home users don't.

Don't dispair! Some geeky German's have released a GPLv3 licensed utility that will pretty much undertake the task for you without the need for an expensive Microsoft Windows Server anywhere in sight. c't Offline Update, allows you to use either Linux or Windows to download all the updates for both Microsoft Office and Microsoft Windows platforms. In addition it can handle different language versions, and even build a nice ISO off all the updates so you can take it on the road, hand it to friends, etc.

Why on earth would they code it to download the Windows Updates on Linux? Well, it makes it easier to install in a central location -- say on a Samba server so that all your desktop machines can then install the updates from a central location over your LAN. (Call it a poor man's WSUS!)

To run under Linux it couldn't be easier. Once you have downloaded c't Offline Update and extracted it... change into the sh subdirectory. It's then just a matter of running the DownloadUpdates.sh shell script with the right arguments:

$ ./DownloadUpdates.sh -help

**********************************************************
*** c't Offline Update Downloader ***
*** for Linux Systems ***
*** ***
*** http://www.heise.de/ct/projekte/offlineupdate/ ***
*** Authors: Tobias Breitling, Stefan Joehnke ***
**********************************************************

Usage: ./DownloadUpdates.sh [system] [language] [parameter]

Supported systems:
w2k, wxp, wxp-x64, w2k3, w2k3-x64, w60, w60-x64, oxp, o2k, o2k3, o2k7, all-x64, all-x86

Supported languages:
enu, deu, nld, esn, fra, ptg, ptb, ita, rus, plk, ell, csy
dan, nor, sve, fin, jpn, kor, chs, cht, hun, trk, ara, heb

Parameter:
/excludesp - do not download servicepacks
/makeiso - create ISO-Image
/dotnet - download .NET-Framework
/nocleanup - do not cleanup client directory
/proxy - define proxyserver( /proxy http://[username:password@]:)

Example: ./DownloadUpdates.sh wxp deu /dotnet /makeiso

$

c't Update also provides a simple Windows GUI to automate the task:

Tab 1: Download
Windows Updates

Tab 2: Download
Office Updates

Installing the updates on the client.
Once you've downloaded the updates and either burnt them to a CD/DVD (for easy portability) or made them available on a network share (Tip: share the sub-directory called client) Windows users can then easily apply the updates.

A user can run UpdateInstaller.exe (in the root directory of the CD or the share). The UpdateInstaller will determine what you have installed already (and grey these options out). It's then just a case of selecting the options you want.

Client Installation
of the various updates.

Now for those family members who are in dire need of a 'computer fix' and need me to reinstall Windows for them, they'll be given burnt copies of the latest ISOs, so they can in future undertake the task themselves. I would rather educate someone how to undertake the rebuild themselves for future use. (That, and I really don't have the spare time/desire to rebuild dozens of Windows machines a year! )

Finally it's also worthwhile downloading and running the free Microsoft Baseline Security Analyzer which will ensure you have all the updates applied (and inform you if you are missing any). It's also a good idea to disable any non-essential services the tool recommends.

Hopefully this tip will speed up the time it takes to fully patch a Windows desktop after a reinstall.

Seen your stimulus package?

mbottrell@gmail.com (Matt) — Fri, 17 Apr 2009 01:14:00 +1000

The Australian Federal government announced the $12.2 billion Household Stimulus Package in the wake of the Worldwide Financial Downturn.

Payments are to have commenced during March, and the Tax Bonus for Working Australians in April. As yet I don't know anyone who has received them?

These payments are made up of:

A Tax Bonus for Working Australians of up to $900 for eligible taxpayers, depending on income thresholds.
A Single-Income Family Bonus of $900 to provide additional assistance for families that have one main income earner and may otherwise receive less assistance from the package than dual income families with similar household income.
A Farmer's Hardship Bonus of $950 which will be paid to farmers and others receiving Exceptional Circumstances related income support.
A Training and Learning Bonus of $950 to assist students, those returning to study or training, and some income support recipients.
A Back to School Bonus of $950 per child to assist low- and middle-income families eligible for Family Tax Benefit A with school-age children.

Whether you are for or against them... they are coming.

Has anyone out there received their 'Bonus'?
From all reports they are to be staggered out... yet I don't know an individual yet that has received them.

Would be happy to hear from someone that has got that 'cheque in the mail' so to speak.

Linux Printing - where is the fun in that

mbottrell@gmail.com (Matt) — Thu, 22 Jan 2009 04:16:00 +1100

Ahh the good ol' days.

I distinctly remember the days when you would stick a printer on the network and then wrestle with the sucker getting the right settings so your printouts didn't look like Egyptian hieroglyphics.
Installing custom filters and weird control files were all the norm. Not so much now.

Thanks to Michael Fox advice, I purchased a Brother Mono Laser printer this week (that handles Duplex/Networking as well). The Brother HL-5250DN works 100% under Linux and just required installing the PPDs off LinuxPrinting.org (though it was working fine prior to that just via CUPS and the included driver). What's even more surprising is that they have a Linux section on the Brother website.

I had the printer uninstalled from the box, read the 'setup instructions' included (plug this, remove that, etc), and had it printing duplex in < 10 minutes!

Before Michael's advice -- I had avoided Brother printers -- mainly due to having a PoS Brother plain-paper Fax machine. It seems their printers are much better than their Faxes.

So a big thanks to Michael.

So I ask Linux developers... stop making it so easy to install hardware. Otherwise everyone will be running Linux before too long!

Now -- I only need a bookcase in my office, and I've completed my new office setup!

Bring on the presents : It's SysAdmin Appreciation Day!

mbottrell@gmail.com (Matt) — Fri, 25 Jul 2008 11:34:00 +1000

I'm eagerly awaiting large amounts of presents for all those demanding users out there that think sleep is a value-added extra for Sysadmins, or that weekends/public holidays/holidays in general are something that don't apply to us.

Today is System Administration Appreciation Day.

So before you ring me up today to fix your urgent problem, ensure to have that present sent over first.
Any calls raised without the appropriate attached gift will be ignored today.

Geek presents earn additional bonus points. Caffeine and chocolate substances are also welcome.

Sourceforge mirror now on Internode

mbottrell@gmail.com (Matt) — Wed, 04 Jun 2008 00:19:00 +1000

On Tuesday, Internode announced that they are now mirroring Sourceforge.

This is fantastic news for all OSS lovers down here in Australia.

Whilst we have had the up and down again service from Optus for some time, it's great to have an alternative. (Having said that - I don't see Optus being offered on Sourceforge any more? Has Optus mirroring disappeared again?)

Even better, customers of Internode will actually get those downloads for free now. (Whilst I don't download Gb's of data each month of Sourceforge, I do grab things regularly off it! -- and every little bit helps.) More importantly, having a speedy mirror to grab code off is what counts.

It's great to see Internode -- a company that uses a lot of OSS software in their service delivery give back to the community that makes it happen.

Their range of free mirrored content is quite appealing. They run their own download mirror site and for a Linux lover there is a huge selection of distros, and updates mirrored. Even better it supports rsync so you can grab your updates quickly and easily! Add to it, now Sourceforge and MajorGeeks (for Windows software lovers). I regularly make use of their free streaming radio content. They have stuff also for gamers (who's got the time ?! ) as well as some other content. You can take a peep here.

The Sourceforge content is hosted here: http://internode.dl.sourceforge.net/ but you'll need to use the Sourceforge website to pick a download, then select Adelaide, Australia from the list of download options. (The direct link to the Internode mirror isn't browsable).

— — —

After reviewing this post, it does sound like an advert for Internode!
Having said that, I've used a bunch of ISPs over the years, and I haven't been happier than I am now with Internode.

The service is always faultless, 13-NODE (Tech support) is answered always promptly by someone who actually understands technical details (and not a messenger service for a tech team).
I've even had technical staff diagnose and fix routing issues whilst I've been on the phone with them!

So if you're in the market for a new ISP, give them a go. Sure, they aren't the cheapest ISP going around, but they are probably the best technical ISP and have some real added bonuses for OSS fans.

Tip: For those that do wish to sign up with Internode, one way to pickup an ongoing discount of 15% is to register as a SAGE-AU member. Get the benefits of being a SAGE-AU member -- and cheaper Internet access. (You will need a valid SAGE-AU membership number to be entitled to the discount).
For me, the cost of the SAGE-AU membership is less than the discount.. so I come out ahead!

Pimped out tech support

mbottrell@gmail.com (Matt) — Fri, 30 May 2008 11:55:00 +1000

I think the recent Dilbert comic is something many computer geeks often face.

Whilst I personally haven't experienced the 'date and dump support' that Dilbert refers to hear, I do see close resemblances of it enough to annoy me.

First off let me explain the personal tech support I don't mind.
I don't mind helping friends and family out. Indeed I enjoy it. This brings me a sense of accomplishment and I love watching the light-bulbs go on when I explain a technical concept or show them how to resolve the same issue in future.
For me, family tech support is not a burden at all and something I don't mind.

Those close enough to me to receive support, don't normally just have their issue 'fixed', but an explanation of what occurred, how to resolve it in future and how to mitigate it from ever happening again.

I only recently moved my Aunt from Windows (which she's quite proficient on) across to Linux. She's now running a dual boot Windows XP and Ubuntu 8.04 system.
She has been going great guns! She's got all her peripherals working correctly (monitor/video, card reader, printer and scanner). The only bug bear we currently have is her Palm Zire 21. Though it appears a little more tweaking we will have Palm USB Syncing sorted out.

She's already finding replacement applications under Linux to do away with those she's used under Windows. And we're in the process of moving her data over.

In the long term, we'll probably remove most of the applications off Windows XP and then shrink the partition size down so she can have a larger Linux partition. There will be a few applications that are Windows only and for that she'll more than likely keep a Windows XP partition for those legacy applications (that or we migrate them into a Virtualized Windows machine using something like KVM or VMWare). Some of her 3-D FPS games however are Windows only (and not even available under Wine) -- so Windows on a real partition does have some merit here.

In that sense my Aunt has taken the lead, she's done a lot of ground work and is experimenting and learning at the same time. I love to encourage that and assist her when needed. It's fantastic watching the journey of self-discovery in relation to Linux.

It's these types of jobs (Windows or Linux) I love to see...

Those who can be bothered to take ownership of their own problem and want guidance on how to resolve it, I'm more than happy to assist!

Now, onto the types of personal support I don't like.

How many of you attend a social gathering of someone you know and whilst mingling you're introduced to someone you have never met before?

You're either introduced by your common acquaintance as the 'computer insert phrase here like guru/genius/geek/nerd'. The conversation then quickly swings to one of the following themes:

I am thinking of buying a new computer...
Can you get me a new computer cheap?
Do you have a copy of insert either a Microsoft product or other proprietary software?
Something is wrong... (goes on to explain how they have ~~porn adverts~~ adverts popping up on their screen).
I clicked on this link/Email. (goes on to explain that ever since his computer does weird things -- basically infected by a virus/trojan/is now part of a zombie network).
Where can I download (goes on to say they want pirated software/music/videos).

I have learnt over the years how to brush these off. Not because I can't help. Not because I'm an angry person but mainly if I don't I would find that every waking hour I would be doing personal technical support.

Anyone who works in tech support in any capacity knows that their most precise item is time (Something sadly we appear to have less and less of these days).

These naive people (it's not really there fault, granted ... but some thinking prior to speaking would help!) don't realize just how offending it can be.

Seriously, I didn't study for years and hone my skills over thousands of countless hours so I can be your walking technical wizard that you can wave over "your" issue at your whim!

Those that expect me to sit down and fix their computer for hours at a time... they are the ones I want to drop, they end up becoming multiple offenders, and never actually learn.

So is this a common occurrence for others as well?
Have you learnt how to shake of those needy tech support whores that never want anything more than you to solve their problem and aren't interested in fixing it themselves?

Seriously, what is it with computer tech support? I have friends that are plumbers, mechanics, electricians, chiropractors, lawyers and a range of other professions. I don't get them to fix my taps, car, lights, back, etc all on their personal time and for free. Why is tech support expected to be?

Seriously, I don't want to do it outside hours for a fee anyway. I'm busy enough with work, homelife and attempting to build a house anyway.