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May 1, 2000
Loose Ends, "Bad Users," and Printer Troubleshooting 1A
by Bill Bateman
Looking back over the past six months, I find a few loose ends I would like to clear up. I also promised more on the security questions, and if space permits, we can tackle those pesky printer problems. First, lets go to the mailbag.
I've gotten a number of requests about "joining my mailing list". I appreciate the thought, but I don't have a mailing list. I do this column right here, and I hope you'll stop by each month to see what I'm up to. However, should I ever begin such a list, I am saving the requests and will be pleased to include each of you who've asked.
Last month I lightly scratched the surface of the Security issues in our workplaces. I'd like to clarify a few things and add a bit to the mix. Let's go first to the question of Policies and Districts.
I'm hoping I don't sound critical of Districts and their Policies. Though it appears to me that some have becoming increasingly draconian in scope, primarily out of a knee-jerk reaction, there are definitely strong liability and responsibility issues to be concerned about. My point? Even if you have an ironclad policy, it is no better than your weakest link. Enforce it fairly across the board or scrap it. Then re-write it. If the teaching staff and para-educators aren't an active part of that decision-making process, then the tech program has just been tossed out of the plane without a parachute.
Let's move on to the Security issues from last month. I found an interesting feature I'd like to share with you: Users. From the Start go to Settings>Control Panel and at the bottom of my screen is Users. It is a two-person icon, and when you click on it you are given the opportunity to set up multiple users after sign-on. This works well for a stand-alone machine. Or so I'm told.
I set this up by following the Wizard and selecting the settings I wanted my Guest to have access to such as the Directory or the My Documents folder. The one thing you definitely better do FIRST is to set up an Administrator file with all of the choices marked. This will allow you to get back IN and update as needed. My big concern with this is its effectiveness. I created a guest file for a substitute teacher to allow them some access to my stand-alone during my vacation. I gave them a personal password and allowed them to log in as Guest.
That worked fine. But I spent about an hour today toggling the settings off and on, re-starting the computer, and then trying to write or edit from existing files and folders. No matter what I checked, as far as I could tell the machine worked exactly the same. It could be a case of operator error. But aside from providing an individual log-in, I think I'd use this feature in connection with several others instead of relying on it as your first line of defense. I will keep at it and get back to you when I have more.
One of my co-workers took me to task on the topic of passwords. I said that all log-ins were not case sensitive and all passwords are. They pointed out that they knew of some sites where that was not the case. I stand corrected. I'm talking about System log-ins, such as on your NT server, the Novell or the new Win2K. "Uncle Bob's World of Tools" may do it differently, but I'm talking about at work.
I also wanted to mention the default settings. As you poke around in your computer and investigate Security settings you will not only find default settings, but the opportunity to change them. Ask yourself: Why do I want to change this? Being able to change a setting and needing to change a setting are two very different things. If you install a new DVD player or add a hard drive, then going into the Control Panel and changing the default setting for which drive plays music makes pretty good sense. Otherwise, I normally leave them alone.
Changing defaults just to see what happens is something I'd suggest you avoid. There is quite a lot of interconnection inside your box. While I encourage trying new things, I also recommend a full backup before you try it out. And do I even need to say it after all this time? NOT on the Network!
In my password recommendations I did forget one thing. If you do forget a password, it is not a federal offense. Call the IT folks, they will talk you through it, and you will work out a way to remember it. Ours are set up to expire if we don't change them regularly; this is to encourage us to stay on top of them.
Now if you forget one a week, you can realistically expect to be put on the "Bad Users" list. Oddly enough, I'm not joking about that. Problem users or those who don't play well with others can easily be set in a more restrictive environment with less access or permissions. Remember kindergarten and "If you hit Timmy with the blocks one more time I'm going to take them away from you?" Same idea here. While this is common in business, it is seldom done in education. (See my comment on Policies and enforcement above.)
Along those same lines, I have a fascinating story from a few weeks back. It fits almost everything we've covered so far. Someone had come into our main office during lunch and while chatting with one of the staff, spilled most of a can of soda into the keyboard of one of our units. I believe this machine was one of the servers in our office. A good-hearted soul knew how to take it apart right there on the spot and cleaned it out. When that didn't work, they took it home and washed the sugar off the plastic insides and re- washed it until it was like new. Now I think it is wonderful someone would do that. But my question is, and you really have to picture Sam Kinison here to make the image work right, "What were they doing Eating and DRINKING at the computer stations next TO THE SERVER in the first place? Ahhhh! Ahhhh!"
Campers, even my beloved chocolate-covered glazed donuts from Krispy-Kreme don't get within five feet of my workstation. Neither does the coffee or my sugary fingers. Food and beverages around the computer much less the server are the computer equivalent of running with scissors. "Bad users" indeed.
Now to the question of printing problems. When you look at them from the users' perspective they are frustrating, capricious, and most likely due to evil demons. One gentleman suggested following the Hawaiian tradition for appeasing the volcano goddess Pele, and pouring a bottle of gin in the printer. We talked him out of it, but he presented a convincing argument. The printer, which has your stuff, the very document you need inside of it, won't give it to you! The most hysterical calls come from folks with printer-related problems.
Calm yourselves. Here are three under-used ideas:
- Use basic troubleshooting techniques first.
- Follow the built-in helps that come with the printer.
- Close down properly and restart.
Prior to writing this I began to log the complaints and the actual problems relating to printers. In a three-month period almost 80% of the calls were: "It just won't print." My advice to you: Apply basic troubleshooting techniques to every printer problem.
My favorite printer problem of all involved a teacher who'd spent an hour trying to get anything, even the self-test function to work. The print queue was backed up 15 deep. I went in and did what I suggest you should do. First I checked the power plug and then the cable connecting the unit to the computer. Know what was wrong? The printer cable was disconnected.
Often we figure that the darned thing must be hooked up correctly. It worked yesterday, right? So it must be the drivers or something? Troubleshooting means:
- Start at the wall and see if it is plugged in. (3 calls)
- Is the power strip turned on? ( 4 calls)
- Are there paper and an ink cartridge in it? (NO, I'm not being a wise guy. I got two calls for that very reason.)
- Is the cable connected correctly to the computer?
- Switch the power cord with a spare, or one from another machine you know works. (Don't bend them like a clothesline please.) (1 call)
- All connections should be tight. (5 calls)
- Is the fuse blown? (Hasn't happened, but I mention it in case.)
If all of those things are in place, then go to the Start>Settings>Printer Location and see which printer has the check mark next to it. That should be your default printer. Remember the "Right Click" session we had some time back? This is an excellent time to use it. On my 98, when I right click and select Properties, I am presented with a screen with a number of tabs. You should get the General Setting first, and if you look at the lower right corner of the box you'll see a "Test Printer" button. Try that. If it prints, then your problem is in the application, not the printer. You can then check the other tabs. Setup will allow you to see if you have the proper printer set-up as the default. Choosing Features will allow you to make sure you have the correct paper and orientation settings. Having your machine set up for landscape transparency will wreak havoc with a simple text document. Poke around and see if your settings are what you want them to be. Once again, if there is nothing wrong with your defaults, re-installing the drivers is your last step. We can talk more about updating your drivers next month.
Finally, if you have tried everything else, save your work and re-start. Printers are often memory pigs, and if you are running right on the edge of your limit, a big job can simply be too much. By re-starting, you'll free up some of the memory you had in use. In all cases, I suggest closing down unused applications when you print. Look at your program memory requirements and what you have in your machine. Maybe it is time to add some RAM?
Will that solve all the printer problems? Sadly, no. But it's a very good start. I'm out of time for this month. I have to go think up something to start up a mailing list for, now that I've got all these names. Next month, we'll look briefly at drivers and spend a great deal of time on the art of peaceful co-existence with your IT staff.
Email:Bill Bateman
First Electronic Serial Rights: CMP Media, Inc.
All others: (c) Bill Bateman 2000
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