DirecTV Software Update Causes HD DVR Outage

Earlier this morning the KXL newsroom received a tip from an, understandably, frustrated listener who couldn't get through to DirecTV support... seems the caller's DirecTV HD DVR had locked up and they were unable to change the channel.

Some surfing of the Internet this morning helped me discover the problem was, apparently, a software update overnight blast to the receivers that didn't quite work as planned for some customers.

DirecTV has since responded using their own Twitter account with this simple advice:

HDDVR customers: If your HDDVR will NOT power on, unplug the unit from the wall, wait 15sec, then replug, & repeat 1x to restore service.

(If you have a DirecTV DVR and can verify this worked for you, please comment below.)

Using the above software glitch as a case-study, there are some things you might try before any service call:

• First off, don't panic. Often you can make matters MUCH worse... we've all torn apart the home entertainment system or ripped apart our computer to discover it was a cable that fell out of the wall, or another simple fix. Take a deep breath, relax, analyze the problem systematically and don't add to your problems.
  
• Power cycle everything. Sure, your monitor might appear to be working just fine and your lamp doesn't *appear* to be having troubles, but sometimes it's best to take a few extra seconds to disconnect power (unplug it from the wall socket or power strip completely) from the electronic gizmo causing grief, wait 30 seconds, and plug it back in.
  
• Check for loose cables.
  
• Are others having the same issue? (Ask around your office, check online (do a Twitter search), call a buddy)
  
• Gather the necessary information before calling tech support (account numbers, serial numbers, exact description of the problem, what you've tried previously)
  
• Be patient. They may walk you through the exact same things you've already tried-- but remember they're trying to help. It will take a few extra minutes, but best to try again and be confident.
  
• Disclaimer: The above tips are general suggestions only and not meant to replace your hard-working IT staff and the manufacturer's own recommendations. Actual mileage may vary

And now, just in time for World Cup Soccer, your DVR is back up and running! Right?

For more on this and other tech stories, tune to Newsradio 750 KXL (750 AM in Portland, OR and online at KXL.com) each Friday morning at 6:20am & 8:20am.

Surviving Layoffs: How-To Guide

The economy has claimed countless jobs and the tech sector is certainly not immune. With a recession on our hands, companies are slashing workforce and tightening their belts. Local employers are also trimming their payrolls.

First, the (grim) news:

• Wall Street Journal: Burn Rate: Even More Tech Layoffs To Come
• TechCrunch: Layoff Tracker
• CNET: Tech Layoffs

The news locally isn't much better:

• Silicon Florist: More sad news: Iterasi layoff
• Mike Rogoway's Silicon Florest: Updated tally of tech layoffs

For those recently unemployed -- my condolences... I've been there. After your week of decompression and relaxation, I'd like to offer some tips for finding that next job (even if you're not subject to a layoff):

A) Network. A tough economy and record-setting jobless rate is no time for being an introvert. Meet as many people as you can and get your name out there. (Why wait for the pink slip? Start networking NOW!) Join a group, attend a meeting, get to know your neighbours (physical or virtual). These are great times for tools such as Twitter (follow me!), social networking sites such as LinkedIn (add me!), Facebook (ditto), and countless professional social networking communities.
B) Attend local events. Important enough to warrant it's own bullet, but extremely related to the above tip -- get out there and meet your local community at area events, many free. Portland is fortunate to have many great meet-ups (I'm a huge fan of Beer & Blog linked to the right) and even more fortunate to have them aggregated in one spot thanks to Calagator: Portland's Tech Calendar.
C) Refresh your skills. Portland is a great place to learn. Teachstreet.com, a Northwest startup in Seattle, Portland, SF Bay Area (and soon more), is one of my favorites: You can literally learn *anything* on this uber-directory-of-all-classes. While the site has lots of yoga and karate instructors, there are also valuable career-oriented classes available.

If you've got more advice, or resources, for jobless listeners... pass them along, I'll post them here.

And if you're hiring, like local techie OpenSourcery (as posted on Silicon Florist), let's spread that news as well...

To hear this story, as broadcast on Newsradio 750 KXL on 11 Dec 2008, click here (MP3)

Online Holiday Shopping How-To: Essential Money-Saving Tips

It's no secret the hot holiday gadgets this year will be very similar to last year's list: Wii, Wii Fit, many of the Rock Band 2 / Guitar Hero / related accessory packs, automobile GPS navigation units, digital cameras and -- especially this year -- flat screen televisions. To get these must-have items, you're going to need to do a bit of cyber-sleuthing... try these tips:

First tip: Patience. Often persistence, patience and some good-'ole fashioned hard work will land that essential gift. Befriend a local store manager, call the local big box each morning, and shop online - often. There's no telling when a sold-out item will be in stock and as they say: "the early bird..." (you get the idea).

Don't be afraid to use technology to find technology. There are sites that scour the web for you - many will even notify you if an item becomes available at the price you're willing to pay. I used one, NowInStock.net last year to find Wii consoles for friends and family. (Note: the website appears to have turned off mobile notifications (via. Twitter) given improved stock in online retailers... this may, of course, change as the gift-giving season heats up.) Other e-tailers, such as Amazon.com, will have built-in notifiers. Sign up to be alerted and prepare to drop everything and BUY NOW! (Experts recommend having an account created and login information handy to minimize the purchase time.)

Finally, there are four tips EVERYONE should ALWAYS do before hitting the virtual check-out:

A) Shop around. Amazon.com might be convenient, but they don't always have the best price. Use price comparison sites such as pricegrabber.com or even Google itself to check average prices. Be sure to check total price, including shipping and any taxes / fees.

B) Use a rebate site (my favorite, and I've mentioned it on the show before, EBATES.com) or referral bonuses (check your airline website for air mile opportunities for example) for maximum return on your holiday dollar. Seriously, folks, don't buy before you first visit EBATES.com -- you're leaving money on the table.

C) Look for coupons & free-shipping offers. This one's easy: search for the name of the retailer + . For example, if I see the word "Bargain Saver Code" in an online checkout site, that's a clue to search the web for + "bargain saver code". Different retailers use different names for their discounts -- but the logic here is this: Instructions on how to use the code are frequently re-posted by others, or even the retailer itself. The key phrase is often something like this: "Go to supershoemonkey.com and enter Monkey-Saver Code: XYZ123." By searching for "Monkey-Saver Code supershoemonkey.com", you're looking for those deals. Try it. Thank me later. ;-)

D) Check the return policy and save your receipt. Especially in this economy, prices are subject to change. Learn your retailers return policy and price adjustment practices. And check back. Another retailers may offer a lower price (repurchase/return) while some may drastically reduce their own prices. Online retailers with physical stores near you may allow in-store returns (or price adjustments), but check policies carefully before you buy. I spent over $100 at Banana Republic this past weekend only to return the next day to find out they were offering an additional %10 and other savings -- I got a bonus tie with the extra savings!

Happy Holiday bargain hunting!

12/1 Update: Hear this story as broadcast on Newsradio 750 KXL (KXL.com) during our Cyber Monday coverage. Listen to the MP3 now.

Printer Problems? Try these tips!

They cause a lot of problems for corporate IT departments and home users alike... We're talking PRINTERS. Fortunately for anyone who's ever walked down the hall only to crumble up their hard copy in frustration -- I've got some tips to make the most of your printer.

Update your printer driver -- software (we're talking operating systems, browsers, accounting software, even your favourite word processing program) is regularly updating itself with new and fresh updates -- especially with internet-connected machines these days. Your printer needs software check-ups as well. A great first step to reducing problems is to download the latest driver suitable for your operating system. Find the driver you need at your printer makers' website.

Don't get frustrated Know that printers cause headaches for even the most skilled technicians -- you're not alone. Patience, logical troubleshooting techniques (think of the basics first: is it properly connected, did you recently update your software, can another computer print okay, is the toner/ink properly inserted and fresh?) can often identify and solve problems quickly.

Proper care and feeding is important. Follow manufacturer's directions for everything from what supplies to use to how to regularly clean your printer. Think of a printer as a car -- it needs oil changes, cleaning and occasional repairs to run properly. Neglecting any of these maintenance tasks will shorten the life of your printer (and, like your car -- you'll be stranded when you need it most!).

While we're talking printers... recycled cartridges can be a good way to save some cash -- but be cautious, they're not all created equal -- look for cartridges sold by a vendor you trust (the big box office supply stores, for instance) that are designed specifically for your printer. If your printer is under maintenance contract or extended warranty -- be sure you are not violating these agreements to save a few bucks.

Be an eco-friendly printer: Print only what's necessary (do you really need to print that email?), use the "print preview" function to check pagination, reduce font size and margins when possible, and try double-sided or N-up (multiple images on one side) printing, especially with large documents. Give online reviewing options a try when editing documents, and use electronic PDF receipts for web transactions and bill payment verifications.

Perhaps you've got a tip on how to extend the life of your printer? Want to share an eco-friendly way to save paper and reduce trips to the office printer? Drop me a line (techexpert (AT) brianwestbrook (DOT) com) or leave a comment below.

Please, think twice before printing this blog! :)

Gmail Outage: How to cope WHEN technology fails?

Outages happen.

Earlier this afternoon, the Twitter community was abuzz of cries that Google's popular email service, Gmail, was down. While this outage appeared system-wide and affected millions of users, some downtime can affect certain elements of a system with as few as a single user.

I thought I'd take this opportunity to pass along some basic troubleshooting tips. These, while certainly not exhaustive, may help you deal with future outages:

• Plan -- The best thing you can do to prepare for any outage (power, email, computer malfunction) is to plan ahead. While this might seem incredibly obvious, think of the number of times you've fumbled around a dark, powerless, house looking for flashlight batteries? You probably promised yourself you'd put fresh batteries in an easy-to-find spot "just as soon as the lights come back on". (Did you?) In the case of technology we rely upon daily, planning ahead is just as critical. While some outages (this latest Gmail as an example) lasted just a few minutes, other outages may be days, weeks, longer. Think about each system you use daily and how you would live without it for minutes, hours, or days.
• Backup -- While most free email systems are robust and unlikely to break (and if they do, will likely be back quickly), remember you "get what you pay for". Just like your hard drive, it's crucial to have some degree of redundancy. Now might be a great time to set up a backup email account (with a completely separate provider) in case your primary account goes down. Depending on how much you rely on your mobile provider, internet connection, or other online services -- a backup might be a good idea for these as well.
• Diversify -- With many users switching to less-expensive telephone lines from Voice-over-IP providers like Vonage or services from internet providers like Comcast or Verizon, you may be putting all your eggs in one basket: If your connection to the Internet goes down, so too does your home phone service. Following the logic of backup, you'll probably be able to use your mobile phone should you lose internet connectivity at home. Some businesses may find having a few backup circuits from the telephone company worth the cost -- or even a backup internet connection for those accidental "fiber cuts" we dread. (Don't forget: telephone lines that run on internet connections will go out during a power outage if your cable/DSL modem and home networking gear do not have backup power from a UPS or standby generator!)
• Diagnose -- I like to advise users to take a step back, thinking about a current problem or outage from an objective standpoint. Ask questions like: Does this work on another computer? Are my neighbours (or coworkers) having similar trouble? Did something change (new software installed, different internet connection, etc.) on my end? Did it work before? Think outside the box, you may be able to fix your own problem!
• Report -- Tell someone about your experience. Report the facts, objectively as much as possible, and provide details. Helpful information: time, symptoms, duration, specific observations, troubleshooting you've tried. Less helpful information: frustration, anxiety, vague recollections, exaggerations, generalizations (Are you sure the ENTIRE Internet is down.... or perhaps just YOUR connection TO the Internet? ;-)).
• Patience -- Now I understand there are mission-critical systems that absolutely cannot fail. I've supported these systems and understand that getting them back up and running is rarely an exercise in patience for management, users, and the pager-carrying IT guys tasked with fixing them... but for the rest of the world: email, blogs, web browsing, and certainly social networking sites -- can likely wait a few minutes. Take a break, catch up on your filing or offline projects, have an impromptu brainstorming session or just bang your head against the desk repeatedly. In many cases the system or service you "can't live without" will be back before you know it.

(I'm also a fan of bringing the IT Guys that get you back up and running home-baked treats... but that's entirely optional (and perhaps somewhat biased?) advice.)

Do you have any more outage-related advice? Horror stories? Feel free to post in the comments.

And hey, look at that... Gmail's back up and running (for me, anyway)! Yay!

Mother's Day: Tech & Tips

Tech Expert Segment for 9 May 2008

With Mother's Day coming up on Sunday, there are a few things you might be wondering... what to get, where to go, how to honor the mother in your life. Today on Newsradio 750 KXL we talked Moms, here are some ideas:

Mother's Day Gifts
A great opportunity to get Mom that digital camera or photo printer to capture and print the family memories, think also of photo books and digital photo frames. Two items you might not have considered:

• The Amazon Kindle eBook reader came out last Holiday season, but is now readily available. Perfect for the reading Mom on-the-go, new bookes and magazines can be downloaded right to the device.


• For the power-shopper Mom, check out the SmartShopper grocery list organizer. Speak the item you need to add to the list into the magnetic-mount organizer and it will sort and categorize your shopping list. When you're heading to the store click "Print" and the device dispenses a list, sorted by aisle, to save time at the store.
• There are, however, some devices to avoid according to a clever list on DVICE. (We do disagree on the SmartShopper, though their observations are valid.) Nothing says "I Love you Mom" quite like a ... surge protector?! *sigh*

Mother's Day Tips
Opting for a non-tech holiday? Use the web to make brunch reservations at OpenTable.com, they've got lots of restaurants in the Northwest with space-available on Sunday. Or perhaps you'd like to spend time with Mom showing her how to make the most of her computer, camera, or that gadget that seemed like a good idea last December.

With the holiday comes a reminder of the dangers of e-greeting cards. Clicking a link that looks like a friendly note could in fact be looking or your personal information -- be cautious. Especially troubling, emails circulating to high-level executives purporting to be subpoenas from the FBI. Law enforcement will not send a subpoena via. email. Toss 'em in the trash.

Happy Mother's Day to all the Moms and thanks again for listening!

Essential Sites for Travel Trouble

Tech Expert Topic Notes for 11 April 2008

If there's one thing I can't travel without its my Macbook Air.

More than an inflight entertainment system or essential communications tool -- when travel plans require flexibility, the sleek ultraportable becomes an airline rebooking engine.

With flight cancellations dominating the news in recent weeks, and a record-breaking summer travel season to follow -- there are a few websites you should keep handy to deal with inevitable disruption:

Airline websites: In the event of a flight cancellation, you may not be able to rebook online, but you will be able to find alternate flights, check availability, or -- if necessary -- buy another ticket altogether (on a different carrier if necessary). Don't forget many carriers also have sites designed for work on mobile phones like the iPhone or Blackberry. Check flight delays, routes and schedules, aircraft types and get the latest operational status.

Flyertalk.com: If there's a community of travel experts -- this is it. Many members of this online community fly every week, some more often, and they know the tricks of the trade.

SeatGuru.com: It won't necessarily help you find an alternate flight, but it will get you a comfortable seat. A must-visit resource when planning any travel.

TripAdvisor.com: The travel portal for community reviews and information to the tune of nearly 18 million! Whether you're looking for a good quiet hotel to get a decent night's sleep before trying to get home the next day, or want to know where to plan your next vacation -- this site, by the same people that run the online travel kings Expedia.com and their discount brother Hotwire.com, has it all!

Tech Tips for Travelers:

• Always carry your chargers with you. Gadget batteries don't last forever and if your luggage is lost, or stuck in the bowels of the airport -- you'll want a recharge.
• Go online! While many are lining up for the few rebooking agents at an airport, jump on the web and rebook yourself. (In some cases you may not be able to rebook a specific ticket, or reuse credits -- but buying a new ticket may get you home and not be an option hours later when you reach the front of the line!)
• Find a hotspot. Most airports have gone wireless - some, like PDX, are free. And if you don't have a laptop, airport lounges, internet kiosks and business centers are a great place to get online.
• Download airline flight schedules before you head to the airport. A copy (usually a PDF but a printout works too) of a carrier's schedule will help you find alternative flights and routings (think outside the box -- maybe Portland to Los Angeles to get to Denver?)

All the gadgets in the world can not replace the most essential carry-on: Patience.

As the motto goes, "Be Prepared". Flight cancellations, delays and other travel disruptions are a reality... those prepared and armed with the information and tips to get their travel plans back on track -- will find themselves home with the loved ones first.

Listen to this report, originally broadcast on KXL-AM Friday April 11: kxl_techexpert-travelwebsites_20080411.mp3 (MP3)

Silence Pesky Cell Phone Users, Illegally.

The NY Times ran a story on cell phone jammers -- devices that block cell phone reception around them -- and the debate over their use is intriguing.

Make no mistake, use of these jamming devices is prohibited by federal law.

That doesn't stop commuters tired of hearing your conversation from pressing the power button on a portable device that will make you think you've traveled outside the coverage area.

Agree with the vigilante approach or not -- there are courtesies both side of the discussion could adopt:

• Be considerate. Use your mobile phone only where you will not disturb others. The call may be important to you -- the rest of the cafe' may prioritize your discussion differently.
  
• Think silent-mode The latest dance track that puts your feet into motion when your friend calls you? Others might prefer to smash your handset with their own feet.
  
• Don't spoil the darkness Checking your text messages during a movie can be just a disruptive as answering a call. Avoid both.
  
• Take it outside How many times have you been at a dinner table listening to half a conversation while one person at the table takes a call? Take it outside so the rest of the group can enjoy themselves.

Do you have other tips or cell phone courtesies? Pass them along!