Easing the Job of Family Tech Support? 932
DarkDevil writes "Ever since I was introduced to computers at a very young age, I've been the resident tech support for a household of 7 users. I've been in a cycle for the last ~8 years where something happens to my parents' computer, I spend a week or two trying to non-destructively fix the problem (and try to explain to the users what caused it and how to avoid it), and then if it's not easily fixed I'll reformat and start from scratch. Most often, the level of infection warrants a reformat, which usually ends up taking even more time to get the computer back to how my parents know how to use it. 4-8 months later, it happens again. Recently, I found ~380 instances of malware and 6 viruses. I only realized something was wrong with their computer after it slowed down the entire network whenever anyone used it. My question for Slashdot is: are there any resources out there that explain computer viruses, malware, adware, and general safe computer practices to non-technical people in an easy-to-digest format? The security flaws in my house are 9, 26, and ~50 years old, with no technical background aside from surfing the internet. Something in video format would be ideal as they are perfectly happy with our current arrangement and so it'll be hard to get them reading pages and pages of technical papers."
Give Up (Score:3, Interesting)
People use something they don't understand...Or just don't want to know how to...
Simple economics: (Score:2, Interesting)
I know a lot of people have a hard time mustering up the courage to tell their folks to pay up, but take my advise - you're doing them a favor in the end (not to mention giving them a lesson the value of what you do).
The last time I had this problem... (Score:5, Interesting)
Re:Correct User Access (Score:3, Interesting)
Mod parent up; this is the only way to do this. I give my family a basic user account, and then furthermore go through their registry and then deny all write permissions to the "Run" sections of the registry so nothing can install itself in their user account. If absolutely necessary, give them an admin account to be used only for installing things (I gave it to my little brother and not my mom and this arrangement worked quite well).
Re:just install linux the next time you reformat (Score:4, Interesting)
A friend in your situation ... (Score:2, Interesting)
A friend in your situation put his parents and grandparents on live CD's. Trouble over. One grandfather objected because he wanted to save emails and a local store advertised "Recovery Services." My friend referred the old man to the store. With Gmail and Google Docs, web browsers, email correspondents and light-duty word processors don't need local storage. Viruses can't infect a CD Rom.
Re:Give Up (Score:4, Interesting)
I live six states away from my nearest blood relative. Of course, that didn't stop my sister (who lives on the other frickin' coast of the continent) from calling me up, asking me to help her troubleshoot an issue with qmail on one of her webservers (she owns a small webservice company).
She was mildly miffed when her company got invoiced at the 'family rate' ($75/hr) - but at least haven't had any further requests for pro-level help since. :)
Re:You have the control, so use it! (Score:3, Interesting)
Run windows in a virtual machine on Linux (Score:3, Interesting)
How about running Windows in a virtual machine (e.g. virtualbox.org) in Linux? You just have to configure it so that the VM starts in fullscreen mode automatically.
So, once installed to a state that you know is OK, you can simply make a snapshot image. If need be, it's easy to revert to that snapshot, or any future snapshots.
The only issue is going to be data. Well, you can store that on a separate partition and make daily/weekly backups using cron jobs. Now that 1TB and 1.5TB harddrives are standard, it should be no problem at all to have a liberal backup scheme.
Then, if there's some issue, you can simply SSH into the machine and revert to a working image and the machine will be reset to an acceptable state again.
Re:Simple economics: (Score:3, Interesting)
Well I wouldn't want to charge my parents anything, even if I do get calls once a month about computer problems and have to walk them through every single step. Main reason being, what if my parents decided to send a bill my way for room and board and financial help they've given me, it could take me years to pay that off! It's a pretty sweet deal in my opinion.
What you can do is to write a bill, charging a reasonable rate like $60 per started hour including your journey time (if it is not at your home), and at the end give them a 100% rebate. Make sure that they see the real cost. Then take them to the nearest Apple Store. Show the bill to the salesperson and ask "what can we get for three times this amount". Obviously make sure that your bill is high enough to get them a nice suitable Mac.
Re:just install linux the next time you reformat (Score:1, Interesting)
My 67-year-old mother-in-law just got Ubuntu and OpenOffice installed, she loves it. It's "so much faster than Windows" (on her old machine) and she hasn't managed to break it yet, though she's sure tried!
Hurray, opening docx files is possible again without buying more software!
Re:Oblig. XKCD (Score:4, Interesting)
Re:Give Up (Score:3, Interesting)
Actually, the wonderful thing about family is that you can tell them to "sod off" and quit.
There are a few points that, for my sanity, I made my more recalcitrant relatives understand:
That said, you don't need to "convince" them to move to something different. As you said, that's generally not possible anyways. But, if they want your help, their computer will be locked down afterwards. If that's not acceptable, that's fine; Best Buy will happily take their money.
It sounds harsh, but I have an impractically large family; I tried and cannot be as generous as I'd like with support calls. After their machines are locked down, I don't get any more support calls, and they're (eventually) happier since their computer quit breaking.
Re:Give Up (Score:5, Interesting)
We've had this discussion around the cooler. (Score:3, Interesting)
I work as a programmer and we have this conversation a lot.
In the last few years I've noticed a serious trend. We're now mostly 35-40 and we are tired of working on home computers.
The solution? Get a mac.
EVERYONE who has one agrees (Don't believe me, ask around). If you want to know, go ask a PC user how he supports his family's computers--the story will generally be like yours, then go ask a mac user how he supports his family's computers--If he's been using one long enough it's going to be by getting them to buy macs, then not having to mess with them any more.
It really is THAT easy. Many mac users that I work with just tell their families that they don't understand the new-fangled windows even though they work with it every day (few programmers are lucky enough to be able to use macs at work).
For yourself--get a mac and install a windows partition for gaming, or if you are into high-performance gaming buy two computers... It's worth it.
By the way, this is from someone who occasionally tried macs before intel and couldn't stand them (and still would not use a pre-intel mac). The dual-core and OSX are essential for usability because the Mac UI tends to be pretty chunky with just one CPU.
I've owned a computer since 1978. I run a Linux server at home, and have 2 windows computers I NEVER turn on at home. I use windows all the time at work. I've built almost every computer I've owned except my 2 macs. I'll probably never buy another non-mac (Might convert the mac mini to a linux server eventually.
It's very sad (Score:4, Interesting)
I find it sad an disturbing that both the OP, and many of the posters, only want to force the family to do one thing or another so he doesn't have to deal with them anymore.
I spent many hours patiently fixing my dad-in-laws computer when he'd managed, somehow, to mess it up again. Didn't bother me much as it gave me a chance to visit with him and mom.
They're both gone now - and I'd give much to hear the phone ring and Dad say "son, I've managed to mess it up again, why don't you come over and fix it, and then we'll have dinner and catch the ball game".
Re:Get a Mac (Score:5, Interesting)
This. My 60-year-old father can tell the make and model of any car manufactured before the catalytic converter, just by hearing the sound of an engine. As a career veterinarian with 30+ years of experience and an interest in staying abreast, he is intimately familiar with the latest in small animal medicine. But when it comes to anything with transistors, he knows only the basics. He's always found them frustrating and irritating, and only started using email about 6 years ago when forced into it by an extended vacation my mother took alone. He only got a cell phone 2 years ago. I used to spend hours each month helping him maintain his slow-because-he-bought-a-P4-with-SDRAM Windows computer.
After being fed up with years of parental support, I convinced him with much prodding this past spring that instead of an HP, he should spend a bit more to buy a refurbished aluminum iMac with a full extended warranty and a Time Capsule. I was done with limited Windows profiles, spyware,Firefox with IE skins and changed icons, and all the rest. The Mac was a great decision. He's in love with it, and my Mom is now plotting her own mac purchase.
I spent the largest part of the two hours of setup copying files via thumb drive, configuring his Safari Top Sites page, and getting Skype turned on so he can talk to my brother in Italy. Haven't really thought about it since, but after years as a reluctant computer user, he's blossomed with the Mac. The iPod he never used to use is suddenly full of podcasts and music, and we'll talk about the Writer's Almanac show a couple of times a week. His digital camera no longer stores all of his photos for viewing on the little screen, and he doesn't go to Walgreen's to get help make prints anymore. - instead, they're in iPhoto with face tags, organized into events, and he uses his own inkjet with photo paper now. He never has to futz with the mic or camera when he's doing a video call with my siblings. He's an avid skier, so we put the snow reports for his season ticket resorts on his Dashboard, as well as the weather reports and clocks for various places around the world where we have family.
This is turning into a Mac ad, and I didn't mean that. Clearly all of these things can be done with Windows/Linux. My point is that the right combination of technology, in my case an iMac, managed to excite my father into an interest in my own passions, while simultaneously opening up all the really cool parts of the internet to him. And in the process, I no longer have to do any tech support for him. I don't have to worry about backups, I don't have to worry about viruses, I don't have to worry about email attachments, I don't have to worry about "How do I..." phone calls.
Instead, we have more things to talk about, and he's able to finally use these fantastic tools from which I've made my career. So: if the technology your family is using doesn't work for them, whether they're currently on Apple, Linux, or Microsoft OS's, try a different one. It's made all the difference for me.
Caveat: I really can't recommend buying a computer without a user-serviceable hard disk unless you also buy the extended warranty. Apple wants $450 to replace the 320GB hard disk on an out-of-warranty iMac with another 320GB. I found out the hard way on my own iMac. To replace the disk in an iMac you have to remove the glass and the screen. Get dust between those two during the repair, and it's game over. This is the rare case where the warranty is money well spent.
Re:Install Ubuntu (Score:3, Interesting)
Technical solutions always fail when applied to a Social problem. That problem lies directly with the people themselves and their attitudes. They see any changes *THEY* have to make as a failure on *YOUR* part. You just can't explain why Windows sucks so much and why they should expend the effort to change to a better operating system. Try explaining that to an executive. They mad the decision to use Windows. It is your job to make it happen regardless of the consequences and how much work it is on your part.
At this point I see only 2 reasons to stay with MS (There may be more, feel free to add)
1) Games. This is still a consideration, although it seems things are getting better with the ability to emulate them and use them in virtual systems.
2) Legacy business apps. Sometimes you just can't get them to run under Linux.
There is a solution though, and a technical one at that:
1) Virtual Machines. Maintain a common virtual machine in which you control the updates and installed software. Make everyone use the virtual images and disallow any changes to the machines. A reboot will take you back to a clean machine.
2) A file server for all the virtual machines. Set the My documents directory on all the virtual machines to the file server. This way you even have a common space where family members can exchange files.
This way everyone gets to use Windows and you don't have to hear any complaints. Since the virtual machines are always clean on a reboot, the only thing you have to worry about is the data on the file server. That is one place though and should be a lot easier to manage.
Re:Install Ubuntu (Score:5, Interesting)
no technical background aside from surfing the internet. Sounds like a perfect audience for an OS with fewer security flaws.
In the same situation, let me relate my story: Over at my parents' for the WE almost a year ago I had yet again to reinstall the whole shebang after a hardware improvement was 'refused' by XP. After a day and a half installing XP, downloading SPs and updates, downloading all apps, configuring them, etc, it crashed during the XP3 install. Wouldn't boot. I had 2 hours left.
As an experiment and a last minute move, I installed Kubuntu. 10 minutes for the install, 20 minutes to configure custom icons on the desktop links to firefox, kmail, dolphin, Xsane and a SD card image transfer script. I didn't even show them the result, just as an experiment. And I left. They called only once after 2 weeks: "Yeah it works fine, but we don't have skype anymore", which I promptly remotely installed. I consider this experiment a great success.
On the other hand, in order to escape Linux, my sister bought a Mac.
Re:Give Up (Score:3, Interesting)
Won't work - ask the Bank of Arnerica (Score:4, Interesting)
Read the subject line carefully - "Bank of Arnerica" - it isn't spelled "B a n k [space] o f [space] A m e r i c a" either in the subject or on this line.
Re:MS SteadyState (Score:3, Interesting)
No. Try Ubuntu.
Well, that is true, as long as they just want things Ubuntu does out of the box. For virus resistance, Linux rocks. I've had a hell of a time getting other features figured out with linux though.
I spent nearly every night of a two week span trying to get audio working properly on my HTPC setup (well, the first few days was video) with Ubuntu 9.04, and finally gave up.
Installed Windows 7, and it worked right away, I kid you not.
I am DAMN good with computers, and that all just baffled me. I seriously lost HOURS and hours of sleep for two weeks trying to figure it out.
It really turned me off of Linux. I've dabbled with it for years and I love some of the power it has for low level stuff, but man, just trying to get audio working on a surround setup over HDMI with *some* 2 channel audio clips and some 4, 5, or 6 channel clips was hell in a way I've NEVER had with Windows.
Anyway, i realize this article is about viruses and the users want simple functionality like web browsing that Linux would probably be fine for, but I feel like some people here would just recommend it by default as soon as they see the headline, and honestly, Ubuntu is really not the best answer.
I'm not sure what is though. I support our office of windows PCs and McAffee does a decent job of protecting us from viruses, but eventually I do have to go in an fix things.
-Taylor
Re:here's where we get to hear someone spew (Score:3, Interesting)
Even if you don't like, macs, get them a mac anyway. Regardless of how well windows or linux or whatnot works for you, you're not buying it for you so quit making the choice on what works for you and not for them. Recommend something that will be easy for them to use without frustrations, as unbreakable as possible, and require as little maintenance as possible. Never forget who will be using the computer, and that it either (1) needs to be maintenance free, (2) they need to be able to maintain it - really, or (3) YOU get to be 24/7 support until they throw it through a window.
For the average computer noob, a mac is by far the easiest to work with, safest, and lowest maintenance. My mom (definite noob) bought a pc, had a horrible time with it, against my advice bought another pc, had an even worse time with it, and finally said I've had it I'm getting a mac. Hated it the first week because it was unfamiliar. Now she just raves about it and it's been 99% troublefree. On the couple occasions there was a minor problem, VNC remoted in and had it fixed in under 5 minutes. That's how family computer support should work.
If they refuse to buy what you recommend they get, (mac or otherwise) and keep coming to you for help, tell them flat out I can't support this, get what I told you to get and I will guarantee you a good experience and good help, and remind them of how easy the problem would be to fix (or that it would never have happened in the first place) if they'd have listened to you. Make sure they fully comprehend that you will NOT provide ANY support if they ignore your advice. Too many times I hear "but I thought you were the computer expert and would help me!". No. Not with that I won't, you are on your own.
That's what I did when she was shopping for her second pc, and that's why her third machine was a mac. With her windows machines she was spending several hundred dollars twice a year to have someone fix her computer (and twice losing everything) before it finally sunk in.
Re:here's where we get to hear someone spew (Score:3, Interesting)
Re:Give Up (Score:2, Interesting)
I have family scattered to the four winds and my method for maintaining their systems uses the following:
Hamachi (set up to run as a service) - separate networks for various arms of the family
UltraVNC (also running as a service) - so I can connect remotely if I need to
AVG/Microsoft Security Essentials - basic antivirus
Firefox w/Adblock Plus & Web of Trust
Routers set up to use OpenDNS with custom filters (depending on their needs)
Disabling/removing Internet Explorer if at all possible (this usually involves 5 minutes of explaining that the blue E stands for Evil)...=)
With all of the above running the only thing I usually end up fixing is the casual settings-based things or dealing with the occasional hardware failure...YMMV of course...=)
Re:Give Up (Score:5, Interesting)
"A stranger walks up to you on the bus, and says 'My name is Rev. Kwame. I want a reliable person who could assist us to transfer the sum of ... Do you give them your bank account number?"
An example that's more "real world" to the average user. Regrettably, in the real world, people (especially older folks) do fall prey to scams or otherwise obvious fraud.
No kidding. I still shudder when I remember what happened years ago to my aunt, who is over 70. I came to her house to visit and found a man in his 30s sitting in the living room drinking coffee. My aunt says "you remember so-and-so, I met him on the way to the grocery store and asked him in. Fancy that, he's now an antiques dealer and may be interested in buying some of my stuff." Well, this was NOT who she thought it was. It was a total stranger who realized she had mistaken him for somebody else and decided to take advantage of the situation. Now my aunt is a retired jeweler and "her stuff", some of which was exposed in the coffee table, consists of unique pieces and precious stones that she kept for sentimental reasons.
I didn't want to scare her by exposing the impostor, so I asked to have some coffee too. When she left I told the guy I knew what was going on and if he didn't want me to call the cops immediately he would show me his ID and, as soon as aunt was back, make an excuse and leave. Fortunately he was not a violent criminal, just a lowlife who saw an opportunity to scam an old lady. So he left and aunt never figured out what had happened.
When I read about old people giving thousands of $$ to Nigerian schemers, it reminds me of this story.
Re:here's where we get to hear someone spew (Score:3, Interesting)
I still help some people who are distant. Echogent's EchoVNC is a wonderful tool. I schedule people's virus scans to run at boot time, reboot, and then tell them to call me if there are any problems. Usually I don't get the call back. Usually the reboot will fix their problem, but in case it was a virus, that'll be fixed too by the time it comes back up. Come on, what other problems can a Windows user possibly have? :)