troubleshooting

How Can I Adjust Audio Sync On TV While Streaming?

DisplayLag

Episode 1731

Bruce from Glendale, CA

Bruce is having issues with audio sync on his TV and home theater/DVD player. Leo says that sync is often built-in and should be in the settings for the device. Bruce gave up on his FireStick. Leo says that a lot of people have. There are some tricks like turning off encoding (or on). Look at the TV settings as well. Maybe a better HDMI cable would help. 

From the chatroom - check the manual for AV Sync. https://www.sony.com/electronics/support/articles/00012347

Why are my USB ports failing intermittently?

USB3 Card

Episode 1728

Brant from Upstate New York

Brant is having an intermittent problem with his USB ports not working. He has to reboot to get them working again. Leo says it could be hardware or software. Hardware-wise, the solders could be coming off and the computer has to warm up to reseat the solder connections. The easy fix is to get a USB card to add to your system and bypass the onboard connections altogether. It could also be your computer is underpowered or your power supply is getting flakey. Try unplugging your USB items and reboot. If could also be a bad USB driver. You can try removing them and then rebooting.

Why is my Chromebook asking to create a gmail account?

Chromebook Powerwash

Episode 1728

Jim from Costa Mesa, CA

Jim uses Chromebooks, has three of them. But on his newest one, he keeps getting a notice to add Gmail to his Google Account, even though he already has one. Leo suggests that it may be time to "powerwash" it. Make sure all your local data is stored in the cloud and then select powerwash in the settings and relog in. You should never get that message again. 

How do I get Windows 10 to recognize my keyboard?

Windows 10

Episode 1720

Tom from Costa Mesa, CA

Tom got a notice from Microsoft to update Windows 10, but now it won't recognize his keyboard, so he can't log in. Leo says that Tom can eliminate the keyboard as the problem by trying it with another computer. But likely, the update deleted or corrupted the USB drivers. Log into safe mode and see if it works. If you can at least get into the BIOS setup, then you know it isn't the keyboard. 

Why Won't My Printer Print After Swapping Cartridges?

HP OfficeJet Pro 8715

Episode 1719

Elizabeth from Rancho Mirage, CA

Elizabeth has an HP OfficeJet Pro 8715 printer. But her menus say 8710 on the screen. Leo says the printer probably uses the same drivers because it's part fo the 8710 line. She is also being told she needs new ink cartridges and she replaced them, but now it won't print anything. Leo says to look in the setup menu to see what the error message is. It may also be security software from a third party or counterfeit cartridges. HP won't allow them. That could be the issue.

She may also need to update the drivers. 

Why can't I get online with the new version of Windows 10?

Windows 10

Episode 1716

Mike from Burbank, CA

Mike recently upgraded his old Acers to Windows 10. But after running the Microsoft System File Checker, he's having issues accessing features in his account, particularly settings. So he did a repair reinstall. Now he can't get back online to the Internet. 

Leo says to go into the device manager (Windows + X) and see if any devices are missing or have a red "x" or "!" in the corner. It could be a driver issue. Also, look in the settings to see if sleep is enabled and turn it off.

But your WiFi card may not be supported anymore. Luckily, they're cheap.

Why is my TV image cropping?

Aspect Ratios

Episode 1710

Donald from Camarillo, CA

Donald is dealing with a horizontal crop issue on his TV. He tried to change the aspect ratio, but all he seems to be able to do is zoom it in, which doesn't help. Leo says that there could be a fit screen option that's been enabled. It could be called Zoom or Stretch. Underscan may also be the option. Try looking for that and disable it. Also, look for 1-for-1 / 1:1.or 16:9. Some movies may end up with letterboxing however. If it does, then zooming it will distort the image and crop off the image like that. So check your aspect ratio settings.

Why Can't I Use Google Duo on My Cell Phone?

Duo

Episode 1709

Nus from Palm Beach, FL

Nus is having issues with Google and his Duo app. Leo says that click on the three dots in the right-hand corner and it will show what account users are signed in with. It's possible that Nus signed out or removed his account accidentally. Nus says it doesn't remember it and tells him "something went wrong." Leo says that usually means it can't write to it. He recommends uninstalling Duo and reinstalling. Leo also recommends going into the phone app settings and look under the DUO app for clearing storage and cache. That will wipe it clean and start over. 

What happened to my Windows 10 Start Menu?

Windows 10

Episode 1708

Andy from Missoula, Montana

Andy has updated his mom's computer with Windows 10 Home. He's got her Defender AntiVirus all updated. But now, her start menu won't come up and the Windows key doesn't work. Should he look at the registry? Leo says NO!  Trust the solutions at Microsoft.com. Leo says that any user who isn't sure what they are doing can mess things up in the course of learning to use their system. The reality is, Windows is too powerful for your mother or someone who isn't a sophisticated user. Leo recommends replacing that Windows 10 system with a Chromebook.