troubleshooting

Do I have a virus on my Android phone?

Episode 1417

Diane from Oxnard, CA

Diane got a message that said "downloading virus" when she went to a website on her Android phone. Leo says that's a bogus popup designed to scare her into downloading something. There's no legitimate message on her phone warning her that it will download a virus. She has a blank screen now, though. Leo says that is probably coincidental. It sounds like her phone's screen has gone out, or she could have a bad charging cable or clogged charging port preventing it to charge. There is a forced recovery mode for Android to bring it back up.

Why did the touch screen on my point of sale system go out?

POS

Episode 1415

Kevin from Palm Desert, CA

Kevin has a point of sale touch screen system and it blacked out right in the middle of sale and didn't come back. What can he do? Leo says that when a screen goes out, it could sometimes be the backlight. If he looks at an angle, he may see a very dim screen. But if it's totally black, that means that the screen completely died. Or it may be a bad cable. Leo suggestions changing out the cable to start. If it's proprietary hardware and software, then it's not going to be user repairable.

What's wrong with my computer?

Hard Drive

Episode 1409

Peter from Escondido, CA

Peter is having problems connecting his Echo to the internet, but his computer is still having problems and he thinks it has died out. Leo says it's probably coincidental that the computer went down, but it may be related since Peter said the connection interrupted and a power surge may have occurred. If Windows was indexing the hard drive, it could have spewed a word salad of 1s and 0s, making the hard drive unreadable.

How can I get Windows to find my printer again?

Windows 10 Start Menu

Episode 1408

Steve from Murrieta, CA

Steve's Windows machine updated to Windows 10 and now he has trouble connecting to his printer. Leo says that he may want to remove the printer, and then research it according to its name, not IP. He can also go into his router and reserve the IP address for his printer. Lastly, he should give his printer a static IP address and tell the router. But that's the worst case because it could affect the router assigning IP addresses on the network, called "IP Collision."

Why does my computer keep resetting?

Episode 1401

Carol from Dana Point, CA

Carol's computer monitor died, and she bought a new one. Now she has a screen that says "Welcome to your new computer" and her settings have vanished. After running a restore point, she got it back to normal, and the same thing happened the next day. Leo says that the her Windows profile may have gotten corrupted, which can happen. Carol can find instructions on how to fix a corrupted profile at support.microsoft.com. The best way to fix it is to reinstall Windows, though.

How can I reset my iPad?

Apple iPad

Episode 1401

Ashley from Newport, CA

Ashley's having problems with her refurbished iPad, so Leo advises resetting it. To do that, she'll need to press and hold the on/off switch and home button at the same time until she sees the Apple logo. Another option is a DFU reset. She'll have to plug in her iPad to the computer, open iTunes, then turn if off, and press and hold the on/off button for 3 seconds. Then she'll add the Home button for another 10 seconds. This will reset the firmware. If she sees the Apple logo, she'll have to start over.

Why are weird text files appearing on my desktop?

Episode 1393

George from Houston, TX

George wants to know why he's getting weird text files being saved onto his desktop. Leo says it sounds like an app was written with debugging turned on, and when he uses that program, it saves the error messages to a text file. It's a harmless mistake left over by the developer. The trick is to figure out which app it is. George should check out Microsoft's Process Explorer. It should be able to help him track down what app it is. It's at Sysinternals.com.