troubleshooting

Why don't my headphones work with my home theater system?

Episode 1541

Eileen from Upland, CA

Eileen bought a Bose sounds system, which is connected to a optical splitter, so they can use her headphones too. But now the headphones don't work after a power surge. Leo says it's possible that the power surge fried the optical splitter. Check if the headphones work with your TV (you may need to change your audio settings in the TV). It may also be possible that the settings changed in your TV. Look in there and see what it's offering. You may need to reset it to PCM unencoded audio. Or something similar. Try different settings.

Why can't I open my pictures in Apple Photos?

Apple iMacs

Episode 1539

Gary from Scottsdale, AZ

Gary has an iMac, and there's a large percentage of JPGs he can't preview. What is that all about? Leo says if the dimensions read "0" by "0", then the Mac thinks that the files are damaged and need to be repaired, even though Gary can read them on a PC. He should try opening them in Preview first. If he can read them there, then he can export them. Gary can also open them in Picasa, and so Leo suggests exporting them out from there. That can fix them and the Mac apps should be able to open them from there.

How can I unjam a carousel CD player?

CD Changer

Episode 1538

Mike from Colorado Springs, CO

Mike has a CD player with a tray that's jammed up. Leo says it's likely a titled CD that's blocked it and it's jammed. It may also be a torn table that has unglued itself and is gumming up the works. There may be a tiny hole that he can use a paperclip to free up the mechanism. Outside of that, he'll have to take it apart.

Image by Andrey Korzun [CC BY-SA 4.0 ], from Wikimedia Commons

Why does my iPhone disconnect when listening in the car?

iPhone X

Episode 1538

Barry from Torrance, CA

Barry's Bluetooth connection in his Infinity keeps dropping his iPhones when he's listening to Amazon music. Leo says that Bluetooth is really finicky, but it's all we've got. It shouldn't happen, but chances are, the problem is on Infinity's end and not Apple's. It could also be an issue with Amazon Music. He should try using iTunes and see if the problem is repeated. He should also check his app settings that could change the behavior. Maybe the app thinks he's getting a call and it's "ducking" the audio.

Why can't I read my Western Digital portable hard drive?

Western Digital MyPassport

Episode 1538

Ron from Westminster, CA

Ron bought a Western Digital Passport USB hard drive and he's having issues with it. Ron can see it in the device manager, but he can't access it on the computer. Leo says that a USB connected drive only means the computer can see the device. Doesn't mean it can read it. Drives do die, and sometimes they die sooner rather than later. That's why Leo recommend SSD drives for the main drive and a spinning drive for data. It sounds like his drive has simply died.

Why does my mac hang up after updating to Mojave?

Episode 1535

Brett from Woodbridge, NJ

Brett just updated to OSX Mojave and hangs up on the login screen. Leo says clearing the PRAM or parameter ram can sometimes solve issues like this. Also, reboot with CMD R and that will enable you to reinstall the OS. Maybe it wasn't updated properly. If that doesn't work, Leo recommends making an appointment at the Genius Bar in the Apple Store.

Chatroom says to boot into safe mode, press and hold the shift key, and it will install the absolute minimum. If it works OK after that, then there's an app that isn't compatible that's hanging things up.

Why can't I connect to the internet?

Episode 1533

Shelley from Palmdale, CA

Shelly has Windows 10 and Microsoft EDGE, but she's having issues with her internet access. The website pages keep timing out. Leo says that antivirus software like Trend Micro may be working too zealously to protect you. Leo recommends only using Microsoft Defender on Windows 10. So try disabling Trend Micro or removing it and see if that helps. Check to see if other devices can get online, like your mobile phone. If you can, then it's a Windows issue. If not, then you're not connected at all. Are you sure you have connected your computer to your modem?

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).