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The PC and Gadget Help Desk: A Do-It-Yourself Guide To Troubleshooting and Repairing

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The PC and Gadget Help Desk: A Do-It-Yourself Guide To Troubleshooting and Repairing

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  • Copyright 2015
  • Dimensions: 7" x 9-1/8"
  • Edition: 1st
  • eBook (Watermarked)
  • ISBN-10: 0-13-385823-5
  • ISBN-13: 978-0-13-385823-5

A Do-It-Yourself Guide To
Troubleshooting and Repairing

Your EASY, comprehensive technology troubleshooter!

PCs, smartphones, tablets, networks, cameras, home theater and more—all in one book!

We all use technology—and we all have problems with it. Don’t get frustrated… and don’t waste money on costly repair or support calls! Solve the problems yourself, with the one guide that makes it easy: The PC and Gadget Help Desk. Using clear pictures, handy “symptom tables,” and easy-to-use flowcharts, Mark Edward Soper walks you step-by-step through identifying, solving, and preventinghundreds of today’s most aggravating tech problems. Soper covers all your major platforms: iPhones, iPads, Android devices, Windows systems, and more. He even helps you fix the weird problems that happen when you use them together!

  • Regain lost Internet access and fix broken Wi-Fi connections
  • Solve problems with viewing and sharing media or other files
  • Track down power problems wherever they arise
  • Troubleshoot printing problems and print from smartphones or tablets
  • Fix missing video or audio on your HDTV or home theater system
  • Get syncing working right on your Apple or Android device
  • Improve your PC’s 3D gaming performance
  • Identify and replace flaky memory chips
  • Prevent overheating that can damage your equipment
  • Solve common problems with digital cameras and DV camcorders
  • Troubleshoot iOS or Android antennas, updates, screens, and connectivity
  • Get FaceTime working right on your iPhone or iPad
  • Troubleshoot eReaders and display your eBooks on additional devices
  • Sensibly decide whether to upgrade, repair, or replace

Mark Edward Soper has spent 30 years as an instructor and corporate trainer, helping thousands of people work more happily with personal technology. He is the author of PC Help Desk in a Book, and is the co-author of Leo Laporte’s PC Help Desk, as well as more than 25 other books on Windows, digital imaging, networking, the Internet, IT certification, and computer troubleshooting. Soper is a CompTIA A+ Certified computer technician and Microsoft Certified Professional.

BONUS ONLINE VIDEOS: Includes access to free, studio-quality how-to videos that make troubleshooting and repair even easier!

Sample Content

Table of Contents

Introduction 1

Why You Need This Book 1

How to Use This Book 2

How This Book Is Organized 3

Chapter 1, “PC, Tablet, Mobile Device, Home Theater, Digital Camera, and Camcorder Anatomy 101” 4

Chapter 2, “Upgrade, Repair, or Replace?” 4

Chapter 3, “Troubleshooting Internet Problems” 4

Chapter 4, “Curing Malware and Stopping Scams” 4

Chapter 5, “Solving Problems with Viewing Your Photos and Videos” 4

Chapter 6, “Keeping Devices Powered Up” 5

Chapter 7, “Desktop Power Supply Troubleshooting” 5

Chapter 8, “Fixing Windows Devices That Can’t Start” 5

Chapter 9, “Solving File Sharing Problems” 5

Chapter 10, “Troubleshooting Device Sharing” 5

Chapter 11, “Troubleshooting Printing” 5

Chapter 12, “Troubleshooting Home Theater, HDTVs, and Projectors” 5

Chapter 13, “Fixing Slow 3D Gaming” 6

Chapter 14, “Keeping Your Devices Updated” 6

Chapter 15, “Dealing with Contrary Memory” 6

Chapter 16, “Keeping Devices Cool” 6

Chapter 17, “Troubleshooting Touchscreens, Keyboards, and Mice” 6

Chapter 18, “Upgrading and Troubleshooting Storage Devices” 6

Chapter 19, “Software Troubleshooting” 7

Chapter 20, “Digital Camera Troubleshooting” 7

Chapter 21, “HD Camcorder and Video Troubleshooting” 7

Chapter 22, “iOS Troubleshooting” 7

Chapter 23, “Android Troubleshooting” 7

Chapter 24, “Troubleshooting Flowcharts” 7

Glossary 8

1 PC, Tablet, Mobile Device, Home Theater, Digital Camera, and Camcorder Anatomy 101 9

One Device = Many Subsystems 9

    Hardware, Software, and Firmware 10

Desktop and Laptop PC Subsystems 10

Stop ESD—Don’t Fry Your PC! 11

Desktop PC Anatomy 13

    Front Views of Typical Desktop Computers 13

    Rear Views of Typical Desktop Computers 16

    Internal Components 20

    Expansion Slots 21

    Points of Failure Inside the Computer 23

Laptop and Netbook PC Anatomy 28

    Laptop External Ports and Features 29

    Laptop Internal Features 31

    Points of Failure on a Laptop Computer 32

All-in-One PC Anatomy 33

    External Ports and Features 33

    Internal Components 34

    Points of Failure 34

Windows Tablet Anatomy 34

    External Ports and Features 35

    Internal Components 36

    Points of Failure 37

Preparing a Windows-Based Computer or Tablet for Easier Troubleshooting 37

    Taking Pictures of Your BIOS Settings 37

    Recovering from Firmware Settings Failure 40

    Configuring Windows to Keep STOP (Blue Screen) Errors Displayed 41

    Setting Up System Protection 42

    Setting Up Windows Backup (Windows 7) 44

    Setting Up File History (Windows 8/8.1) 47

Android Tablet and Smartphone Anatomy 49

    Android External Ports and Features 49

    Android Internal Components 49

    Points of Failure 49

iOS Device Anatomy 50

    iOS External Ports and Features 50

    Internal Components 50

    Points of Failure 50

HDTV Anatomy 50

    Video Ports 51

    Audio Ports 51

    Attachment Points 51

    Points of Failure 51

Projector Anatomy 51

    Video and Signal Ports 52

    Audio Ports 52

    Projector Controls 52

    Internal Components 53

    Points of Failure 53

Monitor Anatomy 54

    Video Ports 54

    Audio Ports 54

    Attachment Points 54

    Points of Failure 54

Receiver/Sound Bar Anatomy 54

    Audio and Video Ports 55

    Points of Failure 55

Digital Camera Anatomy 55

    Control Buttons and Switches 55

    External Features 56

    Interchangeable Components 57

    Internal Components 59

    Points of Failure 59

Camcorder Anatomy 59

    Control Buttons 60

    External Features 60

    Connection and Add-ons 61

    Points of Failure 61

2 Upgrade, Repair, or Replace? 63

The 50% Rule 63

    Applying the Rule 64

    Exceptions 66

OEM Versus Third-Party Components 66

    When to Use OEM Repair/Replacement Parts 66

    Benefits of Third-Party Repair/Replacement Parts 66

    Finding the Best Values in Third-Party Components 67

3 Troubleshooting Internet Problems 69

Fast Track to Solutions 69

Speeding Up a Slow Wireless Network 70

    Choosing an Uncluttered Channel 71

    Understanding Encryption 73

    Wireless-N or Wireless-AC+WPA2 Encryption—Speed and Better Security 74

    Why WEP and WPA’s Time Is Over 75

    Why Some Wireless-N and AC Devices Run Faster Than Others 76

    Old Computer, New Router? Boosting Wi-Fi Speed 77

    Dealing with Slow, Insecure Devices on Your Home Network 79

Setting Up a Secure Wireless Network 80

    Encryption Keys Problems and Solutions 81

    Wi-Fi Protected Setup Problems and Solutions 82

Solving Signal Strength Problems 82

    Improving Antenna Positioning 84

    Installing and Using a Signal Repeater 85

    Using Powerline Networking 88

Speeding Up a Slow Wired Network 88

    Checking Your Network Cable 90

    Checking Your Computers for Gigabit Ports 91

    Checking Your Router or Switch 92

Airplane Mode Versus Wi-Fi Mode 94

Switching Connection Types Manually 96

Mobile Hotspots and Connection Security 96

    Using a Cellular-Enabled Device as a Hotspot 96

Switching Between Mobile and Desktop Websites 99

Router Configuration 101

Firmware Updates 103

    Updating Your Router 103

4 Curing Malware and Stopping Scams 109

Fast Track to Solutions 109

Got Malware? What It Is and What It Does 110

Malware Attacks via Your Browser 111

Malware Attacks via Email 113

Malware Attacks via Phone Calls from Alleged Helplines 114

Malware Attacks via USB or Flash Memory 114

Your Role in Stopping Malware—An Overview 114

Avoiding Online and Email Scams 115

    Signs of Fraudulent Websites 115

    Check Before You Click 117

    Don’t Click the Zip 117

    Log In, Don’t Click In 118

    Let Your Browser Protect You 118

Preventing and Removing Malware on Windows Devices 124

Preventing and Removing Malware on iOS Devices 127

Preventing and Removing Malware on Android Devices 130

Repairing Malware Damage on Windows Devices 131

Repairing Malware Damage on iOS or Android Devices 132

5 Solving Problems with Viewing Your Photos and Videos 133

Fast Track to Solutions 133

Can’t View RAW Files on Your PC 134

    What Is a RAW File? 135

    RAW Versus JPEG Files 135

    What Is a Codec? 136

    Finding and Installing RAW Codecs 136

Can’t View RAW Files on Your Android Device 139

    Finding and Using RAW Apps for Android 139

Can’t View RAW Files on Your iOS Device 141

Can’t View Video on Your PC 142

    Updating Adobe Flash 143

    Determining Codecs Used by Windows Media Player 143

    Installing Additional Codecs 146

    Alternatives to Windows Media Player 146

Can’t View Video on Your Android Device 146

    Playing Adobe Flash Video on Android 148

Can’t Play Video on Your iOS Device 150

Choosing a Video Player for Your PC or Device 152

Troubleshooting Codecs 153

6 Keeping Devices Powered Up 155

Fast Track to Solutions 155

Smartphone Versus Tablet—Charging Requirements 155

    Dual USB Port Charging Pitfalls 157

Setting Up Your PC’s USB Ports for

Full-Time Charging Support 157

    Software Drivers for Faster Charging 158

Troubleshooting a Device or Battery That’s Not Charging 158

    Wattage and Amperage 158

    Troubleshooting Laptop Power Issues 159

    Smartphone or Tablet Cable or Charger? 161

    Battery Testing 161

    Battery Not Charging or Not Holding a Charge 162

Replacing Your Device’s Battery 162

    Rechargeable AA/AAA/C/D Batteries 163

    Alkaline Versus Lithium Batteries 164

    Proprietary Laptop, Digital Camera, or Camcorder Batteries 164

    Built-in Batteries 165

Extending Battery Life 165

7 Desktop Power Supply Troubleshooting 167

Fast Track to Solutions 167

What Bad Power Does to Your System 168

Determining Whether Your Power Supply Is Overloaded or Failing 169

    Overheating 169

    Bus-Powered USB Devices Are Failing 169

    Not Enough 12V Power 170

    Low Efficiency 172

    Random System Crashes or Lockups 172

Troubleshooting Overheating and Airflow Problems 172

Has Your Power Supply Failed? 173

    System Won’t Turn On 173

    Power Supply Comes On for a Moment, Then Stops 174

    System Reboots Itself 175

    Power Supply Fan Fails 176

    Power Supply Smells 176

Testing Your Power Supply 176

    Using a Digital Power Supply Tester 176

    Ideal and Acceptable Voltage Levels 179

    Checking Voltage Levels with PC Health/Hardware Monitor 179

    Using a Multimeter 179

Replacing the Power Supply 182

    Essential and Desirable Features 183

    Selecting the Right-Sized Power Supply 185

    Understanding 80PLUS Standards 186

    Upgrading Power Supplies in Dell Computers 186

    Removing the Old Power Supply 187

    Installing the New Power Supply 188

Choosing Power Protection Devices 189

    Checking Wall Outlets 190

    Choosing a Surge Suppression Device 191

    Choosing a Battery Backup Device 193

8 Fixing Windows Devices That Can’t Start 197

Fast Track to Solutions 197

Troubleshooting a Windows Tablet or Computer That Can’t Start 198

BIOS Configuration Settings 198

Windows Configuration Issues 199

BIOS Startup Error Messages and Solutions 200

    Disconnecting USB Drives 200

    Checking and Changing Drive Boot Order 201

    STOP (Blue Screen) Errors at Startup 203

    Loose Drive Data and Power Cables 208

    Drive Failure 212

Windows 7 Error Recovery and Advanced Boot Options 213

    Using Windows 7 Repair Tools 215

    Using Automatic Startup Repair 216

    Using System Restore 218

    Using Last Known Good Configuration 220

    Using Safe Mode Options 220

    Using MSConfig 220

    Enable Low-Resolution Video 222

    Disable Automatic Restart on System Failure 222

    System Image Recovery 222

Windows 8 Error Recovery and Advanced Boot Options 222

    Using Windows 8/8.1 Repair Tools 225

    Refresh Your PC 226

    Reset Your PC 227

9 Solving File Sharing Problems 229

Fast Track to Solutions 229

Troubleshooting HomeGroup Settings 230

    Creating a Homegroup—and What to Do if You Can’t 230

    Joining an Existing Homegroup 238

    Can’t Join an Existing Homegroup 241

    Using the HomeGroup Troubleshooter 243

    Opening Homegroup Folders 247

    Homegroup Manual Repairs 249

    Custom Sharing Settings 254

File Sharing with Portable Devices 261

    Troubleshooting File Sharing with Portable Devices 263

10 Troubleshooting Device Sharing 265

Fast Track to Solutions 265

Setting Up a Printer or Multifunction Device on the Network 266

    Connecting to a Wired Network 266

    Connecting a Device to a Wireless Network 268

Installing a Network Multifunction Device or Printer Driver 270

Troubleshooting a Network Multifunction Device or Printer 271

Installing a Network-Attached Drive 272

Troubleshooting a Network-Attached Drive 274

11 Troubleshooting Printing 277

Fast Track to Solutions 277

Troubleshooting Printer Driver Issues 278

    32-Bit Versus 64-Bit Windows and Printer Drivers 278

    Get All the Printer Features You Paid For 281

    Need a New Printer Driver? Here’s How to Get One 282

    Removing an Incorrect Printer Driver 282

    No Driver for Your Version of Windows? Workarounds and Fixes for You 284

Troubleshooting Inkjet Printers 287

    Testing Print Quality 287

    Cleaning Print Heads 289

    Aligning Print Heads 292

    Selecting the Correct Paper Type and Print Quality Settings 293

    Third-Party Versus OEM Inks 295

    High-Capacity Inks and Ink Cartridge Recycling 295

Troubleshooting Printing from Memory Cards 295

Troubleshooting Laser Printers 299

    Laser/LED Printer Status Lights and Messages 300

    Common Laser/LED Problems and Solutions 301

    Checking Firmware and Number of Pages Printed 305

    Using Maintenance Kits 305

Troubleshooting Scan/Copy/Fax Issues 305

    Documents Jamming in Paper Feeder 305

    What Scan/Copy Settings Should I Use? 306

    Can’t Use Fax 306

    Lines, Streaks, or Specks 306

Troubleshooting iOS and Android Printer Support 306

12 Troubleshooting Home Theater, HDTVs, and Projectors 309

Fast Track to Solutions 309

I Can’t See Computer or Device Display on HDTV, Projector, or Monitor 310

    Troubleshooting TV and Video Inputs 310

    Detecting HDTV, Projector or Additional Monitor with Windows 314

    Adjusting the HDTV Desktop Size in Windows 317

Can’t Hear Computer Audio Through AV Receiver 322

    Connecting Analog Audio Ports to a Receiver 322

    Connecting Digital Audio to a Receiver 323

    Selecting the Correct Audio Output Type on Your PC 324

    Selecting the Correct Speaker Configuration on Your PC 325

    Selecting the Correct Input Type on Your Receiver 326

I Want to Play Music on My iOS Device Through My Receiver 327

    Using an Audio or USB Cable 327

    Using a Docking Device 327

    Using Bluetooth on iOS 328

    Apple AirPlay 329

    Using Wi-Fi 329

I Want to Play a Movie on My iOS Device Through a Home Theater System 329

    Apple AV Cable and Compatible Cable and Docking Products 329

    Apple TV 330

    Using AirPlay and Mirroring 331

I Want to Play Music on My Android Device Through a Home Theater System 332

    Using an Audio or USB Cable 332

    Using Bluetooth on Android 332

    Using Wi-Fi on Android 333

I Want to Play a Movie on My Android Device Through a Home Theater System 334

I Can’t Sync Music with my iOS or Android Device 334

    Troubleshooting Syncing to an iOS Device 334

    Troubleshooting Syncing to an Android Device 338

    Selecting the Correct Settings for Ripping a CD 338

I Can’t Play Back Content Through AV Receiver 340

    Incorrect Input Selected 340

    Incorrect Cabling Between Devices 340

    Loose Speaker Wires 340

    Receiver or Device Muted 341

    Content Not Supported 341

I Can’t Play Back My Blu-ray Movies 341

    Checking Your Device for HDCP Support 341

    Checking the AV Cable Connections Between Your PC or Player and Your Display or HDTV 341

    Upgrading Firmware in Your Blu-ray Player 342

13 Fixing Slow 3D Gaming 343

Fast Track to Solutions 343

Updating Drivers 344

Adjusting 3D Settings 346

    AMD 3D Settings 346

    NVIDIA 3D Settings 348

    In-Game Controls 349

Installing a Second Graphics Card 350

    Enabling SLI 352

    Enabling CrossFireX 354

Overclocking Your Graphics Card 355

    Using Overclocking Software 356

    Improving GPU Cooling 359

Improving Your Display 360

    Upgrading to IPS LED Displays 360

    Faster-Response HDTVs 361

14 Keeping Your Devices Updated 363

Fast Track to Solutions 363

Using Windows Update 364

    Normal Settings for Windows Update 364

    Viewing and Changing Windows Update Settings 365

    Enabling Microsoft Update 368

    Installing Updates Manually 370

    Getting Service Packs 374

Using Vendor-Supplied Update Tools 376

Updating Device Drivers 378

    Rolling Back Bad Driver Updates 378

Updating iOS Devices 379

Updating Android Devices 382

15 Dealing with Contrary Memory 387

Fast Track to Solutions 387

Troubleshooting Slow System Performance 387

Choosing a Memory Upgrade 391

    Upgrading to Faster Memory 394

    When to Choose High-Performance Memory 395

Removing and Installing Memory Modules 396

    Removing and Installing SODIMMs 396

    Installing and Removing DIMMs 399

    Completing the Process 400

Signs of Memory Problems 400

    Finding a Defective Memory Module 401

Testing Memory 401

16 Keeping Devices Cool 405

Fast Track to Solutions 405

What Excessive Heat Does to Your Device 406

Keeping Your Desktop Computer Cool 406

    Checking Fan Speeds and System Temperatures with the System BIOS 407

    Fan Connections on the Motherboard 408

    Troubleshooting Fan Failures 410

    Using Desktop Health Monitoring Software 410

    Adding and Replacing Fans 411

    Using Third-Party Active Heat Sinks for Your Processor 415

Keeping Your Laptop Cool 417

    Avoiding Blocked Airflow 418

    Adjusting Power Settings 418

    Cooling Pads for Laptops 419

Preventing Desktop and Laptop Overheating with Preventative Maintenance 421

Troubleshooting iOS and Android Device Overheating 421

17 Troubleshooting Touchscreens, Keyboards, and Mice 423

Fast Track to Solutions 423

Cleaning Mobile and PC Touchscreens 423

Calibrating and Testing Touchscreens 424

    Calibration in Windows 7/8/8.1 424

    Testing and Calibration in Android 425

    Calibration on iOS 427

Updating Your Operating System or Drivers 428

Choosing and Using a Stylus 428

Troubleshooting Wired Mice and Keyboards 428

    Troubleshooting Pointing Device Problems with Control Panel 429

Troubleshooting Wireless Mice and Keyboards 432

    Using Device Manager to Troubleshoot Wireless Mice and Keyboards 433

    Troubleshooting Problems with Wireless Input Devices 433

Troubleshooting Bluetooth Mice and Keyboards 435

    Pairing a Bluetooth Mouse 435

    Pairing a Bluetooth Keyboard 439

    Troubleshooting Problems with Bluetooth Devices 442

Troubleshooting IR Keyboards 444

18 Upgrading and Troubleshooting Storage Devices 445

Fast Track to Solutions 445

Signs of Drive Problems 446

Using SMART Drive Monitoring 446

    When Should You Check SMART Attributes? 448

Checking Your Windows Drives for Errors 449

    When Should You Check Drives for Errors? 450

Checking USB and Flash Memory Devices for Errors 451

    When Should You Check USB and Flash Memory Drives for Errors? 452

Using Format to Solve Disk Errors 452

Using Drive Vendors’ Disk-Testing Software 454

    When Should You Use Drive Vendors’ Test Programs? 456

Recovering “Lost” Data 456

    Restoring Files from the Recycle Bin 457

    Restoring a Previous Version 460

    Retrieving Files from a Backup (Windows 7) 466

    Using a Data-Recovery Program 468

Recovering Files from Optical Discs 472

    Cleaning and Polishing the Disc’s Data Surface 472

    Using Optical Disc Recovery Software 474

Freeing Up Storage Space on Your Windows Computer or Tablet 475

    Using Disk Cleanup 476

    Using Windows Libraries 477

    Using Cloud Storage 481

    Using OneDrive with Windows 481

    Troubleshooting Cloud Storage 486

Cloning Your Hard Disk 487

Freeing Up Storage Space on Your iOS Device 489

    Using iCloud to Free Up Storage Space 491

Checking Android Devices for Storage Errors 492

    Troubleshooting MicroSD Cards on Android Devices 493

Freeing Up Storage Space on Your Android Device 496

    Using Google Drive 498

19 Software Troubleshooting 501

Fast Track to Solutions 501

Solving Software Licensing Issues 502

    Deactivating an App 502

    Installing Software in Trial Mode 503

    Problems with Activating Microsoft Programs 504

    Adding or Changing a Product Key or License Number 507

Solving Problems with a Faulty Program or App 508

    Freeing Up Memory 509

    Checking Your System’s Memory Size and Processor Speed 510

    Freeing Up Disk Space 510

    Updating a Program or App 511

    Uninstall/Reinstall the App 511

    Repairing a Program 512

Using the Program Compatibility Wizard and Compatibility Tab 514

    Using the Compatibility Tab 514

    Using the Program Compatibility Wizard in Windows 7 516

    Using the Program Compatibility Troubleshooter in Windows 8/8.1 518

Fixing Problem Apps with Regedit 519

Windows System Restore and Problem Apps 519

Using Windows 8/8.1 Refresh 519

Updating Windows Store Apps 519

20 Digital Camera Troubleshooting 521

Fast Track to Solutions 521

Image Quality Problems and Solutions 522

    Changing Settings 523

    Scene Mode 525

    Color Problems 526

    Exposure Problems 529

    Image Blur (Out of Focus) 531

    Camera Shake 532

    Motion Blur 534

    Wrong Lens or Zoom Setting 536

    Dirty Lens 537

    Dirty Image Sensor 538

Shooting in RAW Mode 539

Slow Burst Mode 541

    Switching to JPEG from RAW 541

    Choosing Fast Flash-Memory Cards 541

File Transfer Problems 543

    Avoiding Camera-to-Computer File Transfer Problems 543

    Using and Troubleshooting a Card Reader 543

    Better Picture Transfer Without Duplications 546

Memory Card Problems and Solutions 548

    Emptying the Contents of a Memory Card 549

    Fixing Data Errors and Recovering Lost Photos 549

Protecting Your Equipment 549

    Protective Filters 549

    Lens and Body Caps 550

    Changing Lenses 551

    Cases 551

Lens Compatibility Problems and Solutions 551

    Checking Model Numbers and Terminologies 552

    Lens Re-chipping 553

    Lens Adapters 554

Installing Firmware Updates 555

Battery Failure and Replacement 556

21 HD Camcorder and Video Troubleshooting 557

Fast Track to Solutions 557

Video Quality Problems and Solutions 558

    Selecting the Best Resolution 558

    Improving Low Video Quality 560

    Choosing the Best Recording Speed 561

    Improving Color in Your Videos 562

    Improving Exposure in Your Videos 562

    Image Blur Caused by Camera Shake 562

    Adding Additional Light 563

Poor-Quality Sound 565

    Using an External Microphone 565

    Adjusting Microphone Gain 566

    Protecting Your Microphone from Wind Noise 567

    Removing or Changing Housings on an Action Camera 567

Can’t Play or Edit Video 567

Skipping Frames During Recording 568

22 iOS Troubleshooting 571

Fast Track to Solutions 571

Can’t Make or Receive Phone Calls 572

    iPhone Configuration Issues 572

    iPhone Updates 572

    Hardware- and Carrier-Related Issues 572

    iPhone 4/4s-Related Issues 573

Can’t Connect to a Bluetooth Headset or Keyboard 573

Wi-Fi Issues 573

4G Issues 574

FaceTime Issues 574

Can’t Print from Your iOS Device 576

Dealing with an Overheated iOS Device 576

Troubleshooting iOS Charging Issues 576

Can’t View Files on a Wireless Drive 576

Can’t Play or Sync Media 576

Updating Your iOS Device or Apps 577

Running Short of Space on Your iOS Device 577

Stopping Malware in its Tracks 577

Troubleshooting an iOS Device That Stops Responding 577

    Restarting an iOS Device 577

    Resetting an iOS Device 578

Resetting iOS Settings to Defaults 578

Troubleshooting an iOS Device That Can’t Start 579

Backing Up Your iOS Device 579

Erasing All Contents and Settings 580

Restoring from a Backup 581

Resetting Your Device to Like-New Condition 582

Restarting Your Device in Recovery Mode 582

23 Android Troubleshooting 585

Fast Track to Solutions 585

Can’t Make or Receive Phone Calls 586

Can’t Connect to a Bluetooth Device 586

Wi-Fi Issues 587

Can’t Print from Your Android Device 587

Dealing with an Overheated Android Device 587

Troubleshooting Android Charging Issues 587

Can’t View Files on a Wireless Drive 588

Can’t Play or Sync Media 588

Updating Your Android Device or Apps 588

Running Short of Space on Your Android Device 588

Preventing Malware Attacks 588

Backing Up Your Android Device’s Data 589

Performing a Factory Reset/Restore 590

    Using Factory Reset Mode 592

24 Troubleshooting Flowcharts 593

Troubleshooting Methodology 593

    The First Step—Finding Out What Happened 593

    How to Check Out the Computing Environment 594

    Your Diagnostics Toolbox 596

    The Troubleshooting Cycle 597

    Testing a Subsystem 599

    Where to Start? 599

    Where to Go for More Information 600

    Keeping Track of Your Solutions 600

Summarizing the Troubleshooter’s Philosophy 601

Ethernet Performance Troubleshooting 602

Troubleshooting a System That Won’t Start 603

Troubleshooting a System That Displays Errors at Startup 604

Can’t Join or Create a HomeGroup 605

Troubleshooting Inkjet Print Quality 606

Determining Whether a Power Supply Should Be Replaced 607

Troubleshooting Blu-ray Playback Quality 608

Troubleshooting Noises Inside Computer 609

Troubleshooting Laptop Crashes 610

Troubleshooting Wireless Keyboards 611

Troubleshooting Wireless Mice 612

Glossary 613

Index 637



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Contests and Drawings

Occasionally, we may sponsor a contest or drawing. Participation is optional. Pearson collects name, contact information and other information specified on the entry form for the contest or drawing to conduct the contest or drawing. Pearson may collect additional personal information from the winners of a contest or drawing in order to award the prize and for tax reporting purposes, as required by law.


If you have elected to receive email newsletters or promotional mailings and special offers but want to unsubscribe, simply email information@informit.com.

Service Announcements

On rare occasions it is necessary to send out a strictly service related announcement. For instance, if our service is temporarily suspended for maintenance we might send users an email. Generally, users may not opt-out of these communications, though they can deactivate their account information. However, these communications are not promotional in nature.

Customer Service

We communicate with users on a regular basis to provide requested services and in regard to issues relating to their account we reply via email or phone in accordance with the users' wishes when a user submits their information through our Contact Us form.

Other Collection and Use of Information

Application and System Logs

Pearson automatically collects log data to help ensure the delivery, availability and security of this site. Log data may include technical information about how a user or visitor connected to this site, such as browser type, type of computer/device, operating system, internet service provider and IP address. We use this information for support purposes and to monitor the health of the site, identify problems, improve service, detect unauthorized access and fraudulent activity, prevent and respond to security incidents and appropriately scale computing resources.

Web Analytics

Pearson may use third party web trend analytical services, including Google Analytics, to collect visitor information, such as IP addresses, browser types, referring pages, pages visited and time spent on a particular site. While these analytical services collect and report information on an anonymous basis, they may use cookies to gather web trend information. The information gathered may enable Pearson (but not the third party web trend services) to link information with application and system log data. Pearson uses this information for system administration and to identify problems, improve service, detect unauthorized access and fraudulent activity, prevent and respond to security incidents, appropriately scale computing resources and otherwise support and deliver this site and its services.

Cookies and Related Technologies

This site uses cookies and similar technologies to personalize content, measure traffic patterns, control security, track use and access of information on this site, and provide interest-based messages and advertising. Users can manage and block the use of cookies through their browser. Disabling or blocking certain cookies may limit the functionality of this site.

Do Not Track

This site currently does not respond to Do Not Track signals.


Pearson uses appropriate physical, administrative and technical security measures to protect personal information from unauthorized access, use and disclosure.


This site is not directed to children under the age of 13.


Pearson may send or direct marketing communications to users, provided that

  • Pearson will not use personal information collected or processed as a K-12 school service provider for the purpose of directed or targeted advertising.
  • Such marketing is consistent with applicable law and Pearson's legal obligations.
  • Pearson will not knowingly direct or send marketing communications to an individual who has expressed a preference not to receive marketing.
  • Where required by applicable law, express or implied consent to marketing exists and has not been withdrawn.

Pearson may provide personal information to a third party service provider on a restricted basis to provide marketing solely on behalf of Pearson or an affiliate or customer for whom Pearson is a service provider. Marketing preferences may be changed at any time.

Correcting/Updating Personal Information

If a user's personally identifiable information changes (such as your postal address or email address), we provide a way to correct or update that user's personal data provided to us. This can be done on the Account page. If a user no longer desires our service and desires to delete his or her account, please contact us at customer-service@informit.com and we will process the deletion of a user's account.


Users can always make an informed choice as to whether they should proceed with certain services offered by InformIT. If you choose to remove yourself from our mailing list(s) simply visit the following page and uncheck any communication you no longer want to receive: www.informit.com/u.aspx.

Sale of Personal Information

Pearson does not rent or sell personal information in exchange for any payment of money.

While Pearson does not sell personal information, as defined in Nevada law, Nevada residents may email a request for no sale of their personal information to NevadaDesignatedRequest@pearson.com.

Supplemental Privacy Statement for California Residents

California residents should read our Supplemental privacy statement for California residents in conjunction with this Privacy Notice. The Supplemental privacy statement for California residents explains Pearson's commitment to comply with California law and applies to personal information of California residents collected in connection with this site and the Services.

Sharing and Disclosure

Pearson may disclose personal information, as follows:

  • As required by law.
  • With the consent of the individual (or their parent, if the individual is a minor)
  • In response to a subpoena, court order or legal process, to the extent permitted or required by law
  • To protect the security and safety of individuals, data, assets and systems, consistent with applicable law
  • In connection the sale, joint venture or other transfer of some or all of its company or assets, subject to the provisions of this Privacy Notice
  • To investigate or address actual or suspected fraud or other illegal activities
  • To exercise its legal rights, including enforcement of the Terms of Use for this site or another contract
  • To affiliated Pearson companies and other companies and organizations who perform work for Pearson and are obligated to protect the privacy of personal information consistent with this Privacy Notice
  • To a school, organization, company or government agency, where Pearson collects or processes the personal information in a school setting or on behalf of such organization, company or government agency.


This web site contains links to other sites. Please be aware that we are not responsible for the privacy practices of such other sites. We encourage our users to be aware when they leave our site and to read the privacy statements of each and every web site that collects Personal Information. This privacy statement applies solely to information collected by this web site.

Requests and Contact

Please contact us about this Privacy Notice or if you have any requests or questions relating to the privacy of your personal information.

Changes to this Privacy Notice

We may revise this Privacy Notice through an updated posting. We will identify the effective date of the revision in the posting. Often, updates are made to provide greater clarity or to comply with changes in regulatory requirements. If the updates involve material changes to the collection, protection, use or disclosure of Personal Information, Pearson will provide notice of the change through a conspicuous notice on this site or other appropriate way. Continued use of the site after the effective date of a posted revision evidences acceptance. Please contact us if you have questions or concerns about the Privacy Notice or any objection to any revisions.

Last Update: November 17, 2020