troubleshooting

Why is my internet so slow?

Netgear R7000P

Episode 1524

Adrian from Loredo, TX

Adrian is living in a rural area having an issue with slow internet service. He got a new router, but the problem still persists. Rich says this could be because of living in a rural area. He should try and bypass the router and do a speed test. If it works better, then it points to the router as the issue. But Rich doesn't think it's the router, since Adrian bought a new one. Rich thinks there may be an issue between the modem and the router. He should do a factory reset on the modem (better yet, ask his ISP for a new one).

Why is my NAS to slow?

Synology NAS

Episode 1522

Aaron from Hannibal, MS

Aaron has a Synology NAS, and he handles a lot of really large image files. But they load really slowly. Leo says that while loading it can bog down and there are several issues in the chain. He shouldn't treat his NAS as local storage. He should transfer his data to a hard drive. It still shouldn't be that slow, though. Leo suspects a misconfiguration issue. Aaron should make sure SMB File Sharing is turned on. That could help.

Why is AirPlay stalling in AppleTV?

Apple TV

Episode 1522

Brian from Marina Valley, CA

Brian has two Apple TVs that stream music from his computer and iTunes, but lately it just stops after a few minutes. Apple says that it's a corrupted library, but Leo disagrees since it doesn't happen when he streams music on his computer directly. Leo has a hunch it's the router. Using AirPlay, he could be dealing with buffering issues. He also should make sure nothing else is connected to his AirPlay device. It could also be an issue with home sharing and his router configuration. It could be a blocked port issue.

How can I recover my Windows 10 password?

Windows 10

Episode 1521

John from Dana Point, CA

John has a Lenovo X5 and he put a special PIN code password into his computer. Now it won't accept the code because of the special characters he used. It also won't accept his fingerprint ID. Leo says that there should be an option to recover his account with his Microsoft ID. He should go to another computer and sign onto his Microsoft account to make sure it's working and valid. He can reset it with a new login, just in case. Then he should see if the recovery option appears.

Why can't I read my Gmail in Outlook?

Episode 1519

Lloyd from Billings, MT

After having his computer replaced, Lloyd opened his Outlook, and now his email disappears or deletes when he tries to read them. What is going on? Leo suspects that the technician did a lousy job moving over his data and apps. Leo recommends to log into Gmail online and verify that your email is actually there. It's probably still there. Then, what Leo would do is reconfigure Outlook under account settings. Delete Gmail and then reconfigure it. You can google how to setup Outlook with Gmail. It's easy to redo it. There's also a repair Outlook option under Programs and Features.

Scott Wilkinson ... Returning

Episode 1519

A few questions. Caller is having issues with his ARC in his home theater system. A SmarTV needs to be able to run audio from the TV to the home theater system without latency. That's where AV ARC (audio return) option comes in. But your home theater and TV has to support it. It is essentially sending the audio the other way along with HDMI system. It also needs CEC, consumer electronics control. You also need a high speed HDMI cable, and you have to be sure to plug it into the right HDMI port, which will be labeled HDMI ARC.

Why doesn't my computer see my optical drive?

Optical Drive

Episode 1518

John from Traverse City, MI

John is having an issue with his optical drive on his computer after a Windows 10 update. Leo says to check the cables to see if there's a bad cable first. Since the EFI Setup/BIOS doesn't see it, then that points to a hardware issue. It could be a bad board. He should try clearing the ESCD data in the memory. That could help. He can look in setup for it. There may also be a jumper on the motherboard to do it. If he still can't see it, then it's likely a bad CD player circuit board. The good news is, CD players are cheap.

Why doesn't my printer read my new ink cartridges?

Episode 1516

Diane from Banning, CA

Diane's printer ran out of black ink, and she bought a new cartridge, but the printer doesn't recognize it. She's tried three times. No joy. Leo says that it sounds like a printer issue. You want to be sure you hear the "click" when you put the cartridge in. Perhaps bringing the printer into the store and have a technician take look, perhaps clean it out.

Why does my mouse keep crashing?

AmazonBasics 3-Button USB Wired Mouse

Episode 1511

Greg from Newport Beach, CA

Greg's mouse cursor is freezing and it's making a loud audible noise. Leo says he suspects the mouse is experiencing a hard crash of the mouse. Unplugging the mouse and plugging it back in will fix it. It's also a sign of a worn out mouse cable, causing connectivity issues. It could also be a problem with his USB plug, or even the USB controller chip on the motherboard. He should check the drivers. And then, try to get a cheap PCI USB card and see if he can make it work. If it does, then he'll know it's the motherboard USB controller. But Leo suspects it's the mouse drivers.