Workers' Edge

On Saturday afternoon, my Hewlett-Packard notebook computer was working fine. On Sunday morning, the machine wouldn't start. The power would blink on and go off just as quickly.

If I held the power button in the on position, I could keep the power indicator and other of the machine's LEDs lit, but nothing would happen: no power-on self-test, no BIOS message, and definitely no Windows.

My first thought was that it was a power glitch. I unplugged the machine and tried starting it on battery power, but no go. I removed the battery and tried using just AC power, but that didn't help. I replaced the battery and tried again. Still nothing.

Next on my list of suspects was a bad memory module. The machine was only 18 months old, but it has been on a couple dozen road trips already, so it has been jostled and exposed to temperature changes quite a bit. Installing a new memory module had no effect.

I turned my attention to the hard drive. I was unable to boot from my system CD, nor from a Windows installation DVD. I went so far as to order a replacement drive, but unfortunately, the notebook remained inert, even with a new drive in place.

I wasn't quite ready to accept the fact that this machine was toast, though that conclusion was becoming more and more difficult to deny. I took the laptop to my local PC repair shop--definitely a last resort for me. The repair person disassembled the machine and concluded that the system board was fried.

It doesn't help to learn that HP tablets are prone to motherboard failures. My machine is well out of warranty, and at 18 months old it's probably not worth spending $350 for a new system board. I travel quite a bit for my job, so I rely on my notebook. That's why I bit the bullet and bought a new machine (a Sony).

What bugs me more than seeing a year-and-a-half old laptop turn into a doorstop is how difficult notebooks have become to repair. In fact, I'm beginning to think of the machines as closed-box systems. In the past, I've replaced several notebook hard drives, memory modules, and other components, but troubleshooting this HP tablet was a real challenge.

Ultimately, I needed the assistance of a PC professional to diagnose the problem. That doesn't mean you should throw in the towel when you experience technical difficulties with your laptop, though.

You'll find a great notebook-troubleshooting guide on the Developer Shed site. The InformIT site has a useful section on troubleshooting portable PCs. Finally, there's a tremendous amount of technical detail on laptop problems in this excerpt from the Laptop Repair Workbook by Morris Rosenthal.

I just hope your search for a solution to your notebook woes has a better outcome than mine did.

Nothing will stall your workday faster than a dropped network connection or recalcitrant peripheral. There's a good chance that just a few tweaked Windows settings will get you rolling again. With some luck, the tools built into the OS will be all the help you need. And if Windows' diagnostic tools come up short, there are some other resources at your troubleshooting disposal.

Diagnose network disconnections in Vista and XP
One of Vista's most useful new tools is the revamped Network Diagnostics utility. When a Web page won't load in Internet Explorer, you may be prompted to run the utility by clicking Tools > Diagnose Connection Problems. You can also open the program by clicking the network icon in the system tray, choosing Network and Sharing Center, and clicking Diagnose and Repair in the left pane.

Some problems the program will fix automatically, but it may also display instructions for correcting the glitch manually, or it might simply point to Vista's Help and Support file. The tool can't diagnose problems outside of the local PC, such as your ISP's servers being down, but it helps you determine whether the source is in your system or something else.

XP's Network Diagnostics tool lacks the troubleshooting chops of its Vista counterpart, but it can help you pinpoint the location of the failure. To run it from Internet Explorer, click Tools > Diagnose Connection Problems. To open it without IE, click Start > Run, type %windir%\network diagnostic\xpnetdiag.exe, and press Enter.

If everything checks out with your PC's network settings, ping your ISP's servers to make sure the connection is working. Click Start > All Programs > Accessories > Command Prompt, type ping cnet.com (or any domain name), and press Enter. If your network link is working, you'll see four lines of replies, followed by a list of ping statistics. A failed ping test indicates a lost connection to your ISP. Before you get on the horn to your ISP, try turning off your router and then turning it back on again. This is sometimes sufficient to reset the device. If that doesn't reestablish your network link, it's time to get on the phone to the company's support line. (To get a more detailed look of the path packets take from your PC to a Web site, type tracert, the domain name, and press Enter to see a list of all the stops the packets make along the way to their destination.) When you're done, type exit and press Enter to close the Command Prompt window.

Ping a Web site from Windows' Command Prompt to determine whether the link to your ISP is working.

Fixes for AWOL hardware
If a printer, monitor, or other device starts acting up, make sure all cables are plugged in tight, and all adapter connections are nice and snug. You might think it's an urban myth, but it happens: about a year ago I thought my hard drive was toast, but it turns out an internal cable had come loose. (Also make sure the danged thing is powered on; that happens too.)

It's easy to tell someone to update their drivers, but it's not so easy to do, especially if the device is more than a year or two old, and the hardware vendor has abandoned it. First, you have to search the vendor's site for the latest driver for that specific model, and after you find and download it, you have to open Windows Device Manager, navigate to and double-click the entry for the device in question, and then run the Update Driver wizard, pointing to the new driver when prompted to. On top of everything, there's no guarantee the new driver will solve the problem.

You may have more luck using System Restore to turn back the clock to a time when the device worked, but this is no guaranteed fix either. Another longshot is running Windows' built-in troubleshooters. In my experience, they're a waste of time: I must've tried the troubleshooting wizards dozens of times over the years, and not once were they any use. You'll find them in the troubleshooting section of the inappropriately named Help and Support Center: press F1 from the desktop to open the app.

Rather than looking to Windows or the device's vendor for help diagnosing your problem, your time may be better spent searching one of the many Web forums for the category of product. Two of my favorites are those at Tom's Hardware, and CNET's PC Hardware Forum.

Tomorrow: automate your online storage without spending a dime.

My 3-year-old Hewlett-Packard PC stopped playing optical discs a couple of months ago. Not only were the built-in DVD and CD-ROM drives out of commission, I couldn't even get a brand-new external DVD drive to work. I searched and searched for driver updates, but came up empty. It wasn't until I happened upon a Registry patch on Chris Pirillo's great Lockergnome site that I got the machine to recognize the optical drives.

The patch was provided by a volunteer who had no affiliation with HP, Microsoft, or the drive vendors. It's not uncommon for PC experts to tell people to update their drivers, but I wonder if these people ever look for updates themselves.

Here's another example: I've got a Samsung SyncMaster 170MP LCD monitor that I've been using for going on five years now. It's a great little monitor (though at 17 inches diagonal it wasn't considered "little" when I bought it). Unfortunately, when I upgraded to Vista, I noticed some minor pixel swimming. As PC nuisances go, the dancing pixels are trivial--they're apparent only where a dark window edge meets a light one--but I'd rather they stopped their shuffling.

I just visited the support section of Samsung's site only to find that the company doesn't offer a Vista version of the driver for this model. Nor could I find one at any of the many sites that specialize in device-driver downloads. So I guess I'll have to put up with the pixel sizzle until I collect enough loose change to buy a new Vista-ready monitor.

Rules for avoiding hardware obsolescence
1) Don't upgrade your operating system. If the OS didn't come with the hardware, there's a great chance that an update will render some of your PC's components unusable.

2) Don't expect hardware vendors to support the products you buy from them more than a year after the purchase. In fact, you can't count on much help from them at all after the standard warranties expire. You may get troubleshooting help from other users of the products, however.

3) Before you buy any hardware, find out when it was originally released. I believe all PC components should come with a freshness date. About a year ago I bought a Linksys router that was reviewed favorably by several independent tech sites--when it was originally released 18 months earlier. In the interim, it was found to require a firmware update, but I didn't find out about its outdated firmware until I spent a day and a half trying unsuccessfully to install it on my home network. (After I downloaded the update, it worked without a hitch.)

4) Be careful when you mix and match old and new hardware and software. Replacing the hard drive on your trusty-but-ancient PC with an enormous-capacity drive that spins twice as fast as the old one will work only if the system is capable of supporting the faster speed and higher capacity. You may find it's more efficient to spend the money as part of the cost of a new PC.

5) When all else fails, bug the vendor. Send an e-mail to the company's support address (but don't bother calling the toll-free support number unless you have lots and lots of time on your hands). Detail the problem, and ask for a solution. Just don't expect to be offered one. However, if enough people complain about the same problem, the chances improve that the vendor will actually do something useful, even if it's simply to offer a discount on a replacement.

Wednesday: The first steps toward a New Year's resolution to compute in a Microsoft-less (and Apple-less) world.