How to handle a Virus - Spyware & Adware - Maintain Your Own PC  - Tech Support Guidelines  
Basic Troubleshooting  - Understanding Security  - Backing Up Your Own Data - Shortcut Keys

Networking Basics

   There are three main areas that I will be discussing here, Basics of Cabling, (or how to wire your house and make your own ethenet cable) TCP/IP (basics of TCP/IP and how the internet works), and Troubleshooting (steps to take when that dratted connection drops). There is TONS of stuff out there for you to look at, but in a NUTSHELL:

Cabling Basics:  There are 2 main type of wiring standards. They apply to a given stretch of cable, either from Patch Panel to Jack, or RJ45 plug to RJ45 plug, or a combo of the same. Here are the diagrams for 586B and 568A.

586B	568A

1. For patch cables, 568-B wiring is by far, the most common method.
2. There is no difference in connectivity between 568B and 568A cables. Either wiring should work fine on any system.
3. For a straight through cable, wire both ends identical.
4. For a crossover cable, (OR Punch/Jack to Plug) wire one end 568A and the other end 568B.
(See FULL FREE ARTICLE HERE)

On-Site Cabling Expertise Provided! Call Us Now!! 

TCP/IP (Internet) Basics:  The IP (or internet) protocol is the very essential to internet-working. without all the proper settings, your connection will fail. Each computer connection requires the following components:

• a working Network card, commonly referred to as a NIC (network interface card) connected via Ethernet
• IP - In the form xxx.xxx.xxx.xxx (ie. 192.168.1.100)
• Netmask - Defines the subnet your PC resides on. Usually in the format 255.255.255.xxx where x is a special binary derivative.
• Gateway: This IS the connection off your subnet. (typical IP address [using examples above]: 192.168.1.1)
• DNS: This critical component is how your machine turns URLs (like www.yahoo.com) into an IP address (66.94.234.13) in the web.

Troubleshooting Basic Internet Connectivity (SOHO):

To find out where the problem is occurring, one must take a few steps as follows:

Check physical connection, unless inaccessable.

Open a dos prompt by clicking START, then Run.. type in 'cmd' and press enter.

At the blinking cursor, type 'ipconfig', and press enter. You should have something that looks like the following:

If you are getting IP address information, this is good, it means that you are connected and all is well. Media Disconnected

If not, then I would suggest resetting the device you are connected to either the Modem or Router. and repeat the above steps. If that fails you should try switching the connection from the router to the modem directly, as your router may have failed. If that fails to get an IP or you don't have a router, then you should call us, you may have a bad NIC.

Assuming that you got an IP, the next thing to test is your connection to the web by using the 'Ping' command. In the following example I chose to ping dell.com:

If the ping test works, great - you're connected. If not, then that means that the connection from the modem to the web (or the router to the modem) is at fault. To narrow it down, try pinging the modem/router address. The default gateway is what we'll use for the IP. Looking at the example above, I would be using 'ping 192.168.15.1' If that doesn't work then, if possible, switch the connection from your router to your modem, and repeat the ping on the gateway. If you only have a modem, try resetting it again (cable modems must be left unplugged for about 10 seconds to reboot them). If you still cannot connect, you may wish to have your ISP check things, or have a tech visit to look at your setup. Give us a call!

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How to handle a Virus

Viruses & Virus myths are rampant these days, especially with everyone on email and cruising the web from their workstations. And today, Viruses don't just come from infected floppies, they can come on innocent looking email, or directly thru your browser from an infected website. There are some things you can do however.

Most importantly, get a good Anti-Virus scanner, install it and update it frequently! We at Expertek stand behind AVG AntiVirus, for several reasons, most importantly is that the current version auto-updates itself and also scans every folder, program and document you open or look at, including files as they're being downloaded, from whatever source. They also have excellent support, both from the web and when you call in. EVEN IF YOU DON'T USE AVG, GET SOMETHING AND KEEP IT CURRENT.

Here are some other tips and links to virus related info:

Don't open suspicious email without a good virus scanner in place and updated. Many of the WORM viruses today mail themselves to unsuspecting friends from your address book, so even mail from your long time friends may potentially carry an infected payload - When in doubt, email or call your friend to confirm that they intended to send you the email in question.

Virus myths are not always easy to understand, but generally if the message states that you need to warn everyone you know, it is a myth. The best place on the web to get info on virus myths is Vmyths.com. (Other Myths and urban legends choke Email Servers and Network Traffic - Check them out on Snopes.com.)

Be sure to check out the Symantec AntiVirus Research Center (SARC). If you need to find info on what a virus does, how to clean it, and stop it from happening again, all the info is on their site.

Here are some virus terms that can help you to understand the nature of the type of virus you may be dealing with:

Trojan Programs - Trojan viruses are defined as a program that loads into memory and then either destroys your local/network data, or capture information as you type it in (such as logon info and password info.) Symptoms range from accounts being used without your knowledge, to an inability to boot. These files are always executable (files with an exe, or com extension) and generally run in the background. The difference between a trojan and a virus is that trojans do not reproduce.

Viruses - Viruses replicate by themselves and can do just about anything nasty that you can think of. All viruses are Trojans, but not all Trojans are viruses. Viruses attack in a variety of ways; by copying a piece of their code into other files which then does the same thing, overwrite existing files completely, destroying subdirectories, or the entire data structure on your drive, clearing your CMOS (hardware) setup, etc. Viruses can do just about anything, and also do not have to be a standard EXE or COM program, but hide in any kind of file your computer can read. Most viruses have a specific target however and rarely infect other file types.

File Infectors - Infector viruses are nasty little programs that copy themselves into or overwrite other executable files on your local/network drive. These nasty little files will also infect files that handle, view, and scan them, and bad ones can bring the network down by overwriting crucial network operating system files. Symptoms include inability to open files, run files, file size change, content change and file date change. These files are always executable (files with an exe, or com extension) and run in the background. These viruses only attack executable file (files with an exe, or com extension).

Boot-Sector Infectors - Boot-sector viruses attack your system when booting from an infected disk. In most cases, the first thing they do is attempt to infect the boot-sector of your hard-disk. then subsequent disks that are inserted into the floppy drive are infected as you copy files and read data on the disk. While a lot of boot-sector viruses are not horribly damaging, some will damage the FAT (tells your PC where files are stored on the drive) and cause you to lose data, or the ability to boot. Frequent symptoms include GPF's in windows, and other memory related problems. These viruses are not visible as files, and usually require a special removal boot disk.

Macro - Macro viruses are macros that run inside another program such as MS Word or MS Excel. They can be set to do anything, and are usually destructive to the documents that are infected. These macros can be set to search and modify numbers, words, add words, wipe the document out, in other words, just about anything that'll ruin your day...

WORM or VB Script Viruses - The most prolific viruses today, these little script files spread across the web from several different sources, email, email attachments, and thru infected websites. The impact of these viruses show up several ways, the sheer volume of mail generated by a few infected users can bring a networks performance to a standstill, flooding email servers and crashing them, and generally being a nuisance to the users receiving them. these users who are not protected by an antivirus agent of some sort, and starts the process in their company and soon you can see why some companies shut down their Internet connection when a virus like this strikes.

HOAX Viruses - Many viruses being reported these days via email are hoaxes. Some warning create the panic of a virus so intense that everyone follows the instructions in the fictitious email & sends email about it to "everyone you know". (By The Way, this is usually the tip-off that the email is bogus). Be sure to ask your consultant about any virus warnings you receive, before passing the info to your friends, or check it out @ http://www.vmyths.com or http://www.snopes.com. 

Here are two FREE Anti-Virus Programs: (these are well known not to contain spyware, and to also be very  effective)
   - AVG Free 
   - Avast!

This Whitepaper (PDF) also has some good advice on avoiding viruses & spyware.

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The Nitty-Gritty: Methods of attacking the attackers:

First is a scanner of some sort, there are many out there, the best (most reliable without false positives) we have found are: CounterSpy, Adaware, and Spybot S&D.  A scanner is really good because it searches for signs of malware and confirms your suspicions, and then offers to remove the items for you. On the downside of scanners, it is not always obvious what should be removed and some programs generate False Positives (an indication that a uninfected file or registry entry is malware when it is not) and removal of files or registry entries that affect your PC ability to boot or use some of the features.

Manual removal of Malware is not always easy, and the best method is to examine your startup programs, the processes that are running in the background, and then Identifying these programs as to whether or not you need them. 

1. Run MSCONFIG, go to the Startups tab, and disable all programs (this does NOT uninstall these programs, merely stops them from running on the next boot, until they are re-enabled). 
   
   
2. Go to the Services Tab, click the box marked Hide all Microsoft services and then disable the items that remain. 
   
   
3. Click OK, the system will offer to reboot, and when you log back in, you will get a message that indicates that the system is running in Troubleshooting mode. 
4. Click OK and it will bring MSCONFIG back up. Select the Startups Tab again, and see if any items there have re-enabled themselves. These re-enabled items are usually malware. You can check these items out by going to http://sysinfo.org/ and searching for the name of the program in their Startups database. This will help to identify the type of program, and you can usually determine if you need it from there. Make a note of the file or program name for removal during step 7.
5. Next, bring up Task Manager (in XP Home, press ctrl-alt-del), then select the Processes Tab. 
   
   
6. Click the column header labeled "username" and then review the items that are listed by your login name. If all is well, you should see, MSCONFIG, TASKMAN, EXPLORER and not much else. other items should be checked under http://sysinfo.org/. Be sure to make a note of the program names.
7. Using Task Manager, stop these rogue processes from running, then search your computer for the program name, and delete it.
8. Reboot and repeat steps 4 - 7 until the signs of the malware have gone away. go back into MSCONFIG and re-enable the programs you want to start automatically on each boot.

If there are no signs of malware during the above steps, you may actually be experiencing a hardware problem or a software conflict, try selectively re-enabling the startup items a few at a time and rebooting to see if the problem recurs, if and when it does, narrow down the last few items you enabled and reboot until you have determined which program is causing the issue.

Programs like Hijackthis are extremely effective, but ONLY if you know how to use them. Be sure to get some help and at the very least, google what you're not sure of.

Format & re-install: This is worst case scenario; you've tried a few of the recommended scanners, and gone thru the manual removal steps, and are still having issues. In this situation, it is possible that your registry is very messed up, or you may be having a hardware issue. To confirm that your hardware is OK, it will be best to back up your data, format, and re-install. The Windows installation process is very hardware intensive and will reveal any hardware defects by giving errors during the install. If you are unfamiliar with this process, please consult with an expert technician to ensure a proper backup of data, and then getting the OS & drivers reloaded properly. Call us @ 901-952-7728 for assistance!!

Here are two FREE Anti-Spyware Programs:
   - SpyBot Search & Destroy
   - Hijackthis

This Whitepaper (PDF) also has some good advice on avoiding viruses & spyware.

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Maintain Your Own PC

Windows keeps getting more stable program than each previous version, but it still requires minor maintenance when the system is responding unusually. This is easily performed by the end user following these steps about once every 2 weeks or whenever you're having trouble in Windows:

- Close all active applications but Don't exit windows!

- open your temp area (this will vary depending on which windows version you're running)

- Press CTRL-A (should tag ALL the files)

- Press Del and send ALL the files to the recycling bin

There may be a dialog asking you to confirm that you want to delete certain types of files:

- regarding system, read-only & EXE (executable) files - go ahead and delete them. (say "yes to all")

- if it says that the deletion will affect a REGISTERED Program - it's OK to delete them!! (Say "yes to all") if the directory is needed again, it will recreated.

- Once this folder is cleared out, Close the temp files window and restart your computer (Start / Shutdown / Restart the computer)

FOLLOW UP FAQ:

- WHAT ARE TEMP FILES AND HOW DO THEY GET LEFT BEHIND?
Temp files get created whenever the application you're working in needs more memory than what you have available. These files are usually cleaned up when the application is done using them, or when it is shut down. However, if a lockup occurs, each application you have to terminate can leave behind any temp files that were in use. If the application happened to be in the process of writing these files, they can be incomplete or damaged.

- WHY DO TEMP FILES CAUSE PROBLEMS?
Windows reads the contents of the active TEMP dir every time it starts up to see if there is anything needing to be recovered from the previous session. If there is anything in there that is damaged or garbled, they can cause unusual problems. The Bottom line is that if there are no windows applications running, there should be no temporary files. 

- WHAT ELSE CAN I DO TO HELP MAINTAIN MY COMPUTER?
As a follow-up, every month or so, run Scandisk (In Win9x, go into Start / Programs / Accessories / System Tools) or Norton Disk Doctor to check your hard drive for errors. 
When that has been completed, Defrag your systems harddisk with disk defragmenter (In Win9x, go into Start / Programs / Accessories / System Tools) or Norton Speedisk.
TIP: Be sure to close all apps and disable your screen saver before starting either of the above programs, run only one at a time, and don't try to use your system while the maintenance programs are running (Any disk access will cause Scandisk and defrag to start over from the beginning). 

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Tech Support Guidelines

People frequently ask me which Brandname system I prefer. I typically mention that brandname systems are no more reliable than clones, and that typically the best way to judge a corporate brand is to look at how they take care of their products and their customers. Good support groups acknowledge that not all people have the skills required to install or operate their designs, and that their Support line is essentially PR for their products. Prior to 2005, Dell was the premier support line, with the best all-American support available (Now corporate greed has taken over and sent these valuable jobs overseas). My primary criteria for choosing Dell as still the best is due to the fact that their online resources are by far the most complete and least confusing available on the web.

However, problems still exist, even in the best of support organizations. To maximize your results when calling Tech Support, be sure to ALWAYS:

- Get the name of the Individual you're relying on. (and USE it, "John, I've tried to remove....")
- Be in front of the computer you're experiencing difficulty with.
- Listen to the tech, and answer his/her questions as 'to the point' as possible.
- Let the tech know if you are having trouble understanding them (accent or noise).
- Try to stay focused on the problem you called about, don't let him wander.
- Try not to get ahead of (or behind) the tech who is helping you.
- If you suspect incompetence, or bad chemistry, you can always call back.
- Case # should always be collected at the end of the call if there is the possibility that the problem may recur.

Also:

Do some of your own troubleshooting! If you get crashes or strange behavior, turn off all unnecessary peripherals and see if the problem persists. If it goes away, then the problem is not with the crashing product, but its interaction with something else. This is useful info for tech support. The more work you can do to isolate the problem, the less time it will take to devise a solution. 

Whenever you call a company for support, first ask the tech straight out, "Do you work for the company that makes (this product), or do you work for a support company?" This is the only circumstance under which their employees may admit the truth without risk of termination. Immediately tell your support person your level of expertise and the tests you have done to resolve your problem. This will help the employee get past the stock answers s/he is required to give you and get down to giving you the help you really need. 

Pay close attention to every question suggestion given, looking for a temp or untrained newbie. If you are suspicious, ask them how long s/he has been supporting this particular product. If you determine that you are more knowledgeable than the support tech, ask to be transferred to a supervisor. Tell the supervisor that you were treated courteously and competently by the previous tech but that you need more advanced help. Don't give the supervisor any reason to give that worker a black mark, unless, of course, you were treated poorly. 

Ask each tech at each level if s/he is under time constraints or can take the time to help you now. This will let them off the hook if the call is recorded and later reviewed and s/he has to explain why it took 20 minutes instead of the three they are normally allotted. 

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Basic Troubleshooting

When your PC starts to act irrationally, there are several things you can do.

• Reboot. Does the problem persist? Try some disk maintenance.
• Still problems? Ask yourself, "What changed Last?", then back out the last change, if possible.
• Does this appear to be a hardware or software problem? Can you disable the program or piece of hardware that is indicated in any  error messages that have come up?
• Read the error message carefully - does any of it make sense? The important things to note are the file or programs names mentioned. If you plan on calling a tech, be sure to either leave the error on the screen or write it down, so you can read it to your support person.
• Problem with a specific peripheral? (printer, modem, video) try going to the manufacturers website and getting an updated driver for that device.

After performing the above detailed steps, if the error(s) still occur, then the problem may be more serious, and should be handled by a pro. Call us!

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Understanding Security

Two things are real important to understanding Computer Security. The first is that unconfigured network devices and systems should not be considered secure, by default or "out-of-the-box". They must be set up by someone who knows what to change in the existing security setup to make it difficult to get past, and the changes must be documented, and that documentation must be stored securely as well.

The second thing people need to know is that any lock, hardware or software, only keeps honest people out. It doesn't stop someone who is determined to get at your data, and it certainly doesn't stop people from trying. (this was brought to my attention by a very good local locksmith who said, "Locks only keep your friends out.")

But once again, there ARE things you can do to protect your data.

- Secure your network hardware behind locked doors, and only allow limited access to the systems.
- Use some sort of firewall, hardware or software, when maintaining an active connection to the internet. This keeps hackers and worms out of your LAN.
- Share your data sparingly on your LAN, and secure with passwords whenever possible.
- RTFM: Read the furnished manual :) - Meaning; that you need to read and understand how your security devices & applications work to ensure that you're protected, while providing the best throughput for the applications you need to use.

Please read the segment about Viruses & Spyware to get familiar with threats to your system. 

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Backing up your own data

Many people ask us what data to grab and how to go about getting it. Here are several points to consider about data:

• What DATA is and is not. Data consists of the files and folders that you have created or that have been modified by a program you are using. Data is not typically the programs themselves or settings in the programs that are installed on your computer. Programs installed in Windows place their files to the 'Program Files' folder on your C:, as well as into the windows and windows\system32 folders, as well as adding info to the registry during installation and configuration, so it should be obvious that the ONLY way to move programs to another system is to re-install them from CD or download.
• Is my data retrievable from a damaged hard-drive? If windows is attempting to load, you can usually get at your data, but special software/hardware assistance may be required. If windows won't boot, you should probably call a professional or consult google for suggestions on your specific error message or scenario.
• Where is my data located? The 'My Documents' folder should contain the bulk of your data. Depending on your operating system, this resides in various places on your C-drive. Starting with Windows 2000 and including XP, these files are located:

  c:\documents and settings\[user profile name]\my documents

  With Vista, they are now located under:

  c:\users\[user profile name]\my documents

  and contain many other folders that have data.

• How do I keep it safe, long term? When selecting the destination for your valuable data, you should consider how often you may need to access it, and how long you intend to keep it around. Daily accessing of your archives generally won't involve modification of the data, so, in general, your long term choice should be CD or DVD. If the data will be frequently accessed and potentially modified, then using a set of external drives with a syncronization program will be very beneficial.
• Backing up the system vs. backing up select folders & files. People sometimes ask about backing up their ENTIRE system, programs, settings and all. This can be done using disk imaging software, but requires a second internal drive or DVD-burner to be effective. If you experience a frequent need to re-install your OS, then imaging is what we would recommend. the thing to understand is that to re-install your image, you typically need to re-install the OS first, then put the image back (unless you set up a bootable cd/dvd based image).

Our in-shop backups start @ $75 under 10GB - come in for some help if you need it!

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Shortcut Keys

Most people, using their computers today, keep moving their hand back and forth from the keyboard to the mouse to manipulate their programs and data. An incredible amount of time can be saved by knowing a few shortcut keys, generic to windows and most applications, and also by knowing the applications you use and their internal shortcuts.

Common or Global Windows shortcut keys

Windows Shortcut Keys

+ E	Opens Windows Explorer
+ R	Opens the RUN Command
+ D	Toggles Desktop
+ F	Opens The Find Files/Folders Dialog
+ M	Minimizes all Minimizable windows
+ L	In Win 2k/XP, locks console
+ Pause/Break	Opens System Properties

Browser Shortcuts

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