Before posting a computer problem...

[hypnotizeminds]

I just wanted to take a moment to mention the importance of providing us as much information as possible when seeking assistance with a computer problem. I can't stress enough how difficult it is for a tech to help another user out after receiving a message like this:

"Hello, my computer is having problems. Please help!"

Or, even worse...

"AHHH! SYSTEM GON CRAZY!!!1 PLZ HELP!"

It's like going to an auto repair shop - without your vehicle - and only telling them that it's not running right. What are they supposed to do with that bit of information?

This also ties into posting HijackThis logs in the Cyber Safety forum. Before even bothering to post one, visit www.merijn.org and check that you are working with the latest version of the software. Too many things are changing with it as time goes by and it's nearing the point where most of us won't even work with anything but the most current. You will be asked to update, so save us all some time and do that beforehand. Once you've properly posted your log, be sure to include a message more informative these wonderous riddles:

"I"ve been hacked, fix me."

"Need help ASAP, my computer is not working right!"

And my favorite...

"Here's my HJT, tell me what to do."

All of these are valid statements, but without a specific reason as to why you are going through the trouble of posting a log at all, we are left with nothing more than the assumption that you need a simple checkup.

It's all about helping us help you. The more effort you put into keeping us informed of your situation, the more effort we are going to put into helping you turn it around.

Finally, here's a brief checklist of things to go over before posting a problem to us:

[ ] Have you told us what type of system you are running? Is it a desktop or a laptop? What processor and how much RAM is installed? How much hard drive space do you have available? Anything else you can think of, the more, the better.

[ ] Have you told us what operating system you are using when experiencing this problem? "Windows" is not enough information to diagnose any problem short of the system being hit by an 18-wheeler. I also neglected to mention the very important point of being sure to post in the right forum. If you are using Windows 98, does your thread belong in the Windows 98 Forum? It is very possible. Consider that most hardware issues fit best in the Hardware Forum and most virus/malware issues best fit in the Cyber Safety Forum, despite the OS. Now, if you are booting to Windows 98 and it makes it halfway and gives you a BSOD, you might want to start in the proper OS forum.

[ ] Have you tried any fixes yourself before asking us for help? What did you try? Did anyone else (in person, phone support, other forum) give you help? What did they have you do? Much time can be saved by telling us that you've already tried a fix, rather than waiting for us to suggest it and coming back 14 seconds later with an uplifting "no - already tried that - anyone else got any bright ideas?".

[ ] Tell us what the problem is. Plain and simple. In order to help, there are a few things we need to know more than anything. What is wrong? How long ago did it start? What were you doing when it happened? Other intelligent things to point out to us might be if you've installed any new hardware or software around the time the problem first occured.

As you can see, there are many things to consider when inquiring for help. We are always happy to help, no matter who you are or how computer literate you may be, but we are not psychic. Take a look at what you have using the Preview Post button before submitting the post and see if you think you've supplied a fair amount of info. If you don't think so, you can count on us feeling the same way, and that only makes the process take longer.

That is all I have for now. Any other members that would like to add to the checklist, make any comments, points, additions, etc., feel free.

Thanks for taking the time to read this. :)

[z1p]

Hear, Hear Gary -

So many times I find myself having to respond to a post with questions, instead of being able to offer a suggestion to fix the problem.

I wonder if other forums beside the cybersecurity forum could benefit from a sticky on what you should include in your post. I know its not always cut and dry, but there is a basic set that is usually helpful.

-z1p

[sho-dan]

:wave: how u doin Gary and z1p

me thinks there was some talk about this same subject a while ago,maybe i 'll find it and post back
1.used the search option to find similar problems that you have with your computer
2.search the forums also to similar problems
3. Post back if problem was fixed
most members,not all want a quick fix to their problem not really thinking on how to post correctly,some dont no how to post or they're afraid,nervous or what not.goto go enjoy the day
TJ

[hypnotizeminds]

:wave: how u doin Gary and z1p
Great sho-dan, and even better when asked. :D

Post back if problem was fixed
Post back whether or not the problem was fixed. Knowing was can fix a problem is just as important as knowing what doesn't, this will help future search users who stumble upon such threads avoid wasting there time. I'd much rather spend an hour fixing a problem than 5 minutes trying something that's not going to do the trick.

I wonder if other forums beside the cybersecurity forum could benefit from a sticky on what you should include in your post.
Most definitely. :)

Thanks for the comments, z1p and sho-dan. :wave:

[renegade600]

Lets not forget posting the full error message and the specific version of the software or the specific model of hardware causing the problems. Rather have too much than not enough.

[hypnotizeminds]

Lets not forget posting the full error message and the specific version of the software or the specific model of hardware causing the problems. Rather have too much than not enough.
Good point, Dan.

Full error messages are a necessity if you are looking to find out why they appeared in the first place. There are hundreds of thousands of blue screen errors out there, saying "Help, I got the BSOD, how do I fix?" isn't going to get you anywhere.

Thanks for all the input guys. I am hoping to help a little in getting the ball rolling just a little faster around here. By becoming a Hijack Helper, I can help get more logs taken care of in a given amount of time, and if only we can get those that post with problems to be a little more thorough, we would all be able to use our time on the forums much more efficiently. :)

[amnell71]

I wonder if other forums beside the cybersecurity forum could benefit from a sticky on what you should include in your post. Yes, the problem is that they are seldom read. I am on a forum with a very specific template of what info is needed before you ask for help, and noone follows it. There are also FAQ's that will answer most questions and they are seldom read. Newbies are the worst, but even some longer-term members don't pay attention.

[Vercades]

Posting your pc problems is a team effort! Gary, I am going to read that, but with a clear head lately alots been on my mind, so I'll save it till later. And make a new comment.

[hypnotizeminds]

Take a second to consider the amount of time it might take the average reader to read through the first post in this thread. I, for one, will admit that I would probably get through the first paragraph and quickly become bored or distracted, or just realize that I really don't care. But following the guidelines provided by myself and the additions from others thus far is almost guaranteed to save each user much more time in getting a thread resolved. We all have seen how it can take days at times to help a user work out an issue. The next time you see one of these threads, take a look at how many questions the helper has to ask the person being helped just to fully understand what the problem is and how it came about. Then, usually hours later, the real tech support can begin. I have seen most of the active users on this board post threads and can say that the majority of you are doing a good job and do not usually leave much relevant information out. But for those of you that find yourselves being asked tons of questions by our helpers before getting any advice at all, I strongly recommend you read everything that's been said in this thread to this point, and subscribe to it so that you can stay up to date with any additions. You will undoubtedly find that you can resolve many computer issues with us within 15 minutes of the threads first response, all it takes is a good start.

[renegade600]

If you could say the same in a lot fewer words instead of some of the commentary/explaination it would not be like reading a brick wall for some visitors. It would help with the attention span.

[hypnotizeminds]

If you could say the same in a lot fewer words instead of some of the commentary/explaination it would not be like reading a brick wall for some visitors. It would help with the attention span.
Using as few words as possible is your thing, Dan. :p

Personally, I don't really care if someone posts without reading this thread, I am just trying to help them along. I don't usually bother with people that ask for help and can't handle the task of telling a little bit about what they need help with, and I know quite a few techs who are the same way. Odds are if you can't sit still long enough to read what I've said, then you probably won't be able to sit still long enough to formulate a decent inquiry for help, either.

[renegade600]

Using as few words as possible is your thing, Dan. :p

no one listens to me anyway. :michaelan

Personally, I don't really care if someone posts without reading this thread, I am just trying to help them along. Odds are if you can't sit still long enough to read what I've said, then you probably won't be able to sit still long enough to formulate a decent inquiry for help, either.

I admit, I am one of those who does not read. That is why I have a large library of audiobooks. :rotflmao:

Seriously, you have a good start on the checklist. Don't give up, tweak it because if it helps one person, it was worth it.

[hypnotizeminds]

if it helps one person, it was worth it.
It will help one person if one person reads it. That ratio will always be the same unless they ignore what they have read, or they were already doing a good job of writing informative posts.

[Vercades]

Much time can be saved by telling us that you've already tried a fix, rather than waiting for us to suggest it and coming back 14 seconds later with an uplifting "no - already tried that - anyone else got any bright ideas?".

Guilty as charged. :laugh:

I have read what you posted now my head finally cleared and I understood the majority of what you said, although it wasn't easy for me.

You have to keep your mental state in check while doing all these things, paranoid thoughts, or w/e can usually lead you down bad judgement and not really completely solve the issue you need. Thats my little problem I have occasionally OMG a virus is somewhere but in reality my monitor resolution just changed. :rotflmao:

http://www.merijn.org/

You probably didn't stress enough on that site I think, so I suggest making it bold or more apparent to the reader that is a decent site.

I'm going with what you said I haven't got the opportunity to participate in its services and maybe give a little preemptive guidance, ie give a run down of your routine there.

Overall that's all I got out of the original post.

[hypnotizeminds]

I only mentioned Merijn.org as a location for users to go for the latest HijackThis download, but if you feel it deserves more emphasis, feel free to promote it's use all you want to, Vercades. :D

[Vercades]

Ahh that makes sense.

Forgot to make my suggestion, isn't there a way to alter the reply page on cyber safety and put little reminds in areas of the page? Things like major problems of the forum. It probably is too much of a hassle to do well, that's my suggestion anyway.

[bAdWaYz]

So I guess a post that starts off saying "Help my puter is broke" wouldn't be to good ehh?

[hypnotizeminds]

So I guess a post that starts off saying "Help my puter is broke" wouldn't be to good ehh?
They won't be getting help from me, that's for sure. At best, I might send them a link to this thread. No message, let them figure it out. ;)

[Vercades]

Haha, maybe I should start making wierd post titles with alot of symbols that look pretty? Think that'll work to?

[AnnMarie]

I understand that this topic was started with the best of intentions and I applaud the motive however I want to tell you all a true story.

A few moons ago when I was new to computing and before I knew about forums, my PC got infected with a virus. At the time I was using a free antivirus program called InoculateIT Personal Edition by Computer Associates.

The AV intercepted the virus and reported it to me but I didnt know whether or not it had been removed (because of my naivity and lack of knowledge regarding how InoculateIT worked) so I fired off an email to Computer Associates in the US (who did not offer support for the freebie) which read

"HELP, I have a virus"

and sat at my PC, staring at the screen, cold and dry mouthed with shock and fear of data loss, biting my nails.

Some kind person at Computer Associates, picked up my email and replied to me within ten minutes (even though they had no obligation to do so). After asking me a couple of questions via email, they gently advised me how to determine if my PC was still infected and what to do if it was. I just cannot describe the relief.

I will never forget how I felt and for that reason, I will always reply to "Help my puter is broke".

[hypnotizeminds]

Great story, Annie. Thanks for the input, also. :)

I just hope you realize that I never said not to reply to those that don't elaborate enough in their first post. Without those who reply to the simple messages, there would be countless users a day left with no support from any forum anywhere. I just hope to help some of them realize that more can be done in less amount of time if they are more informed about what types of things they should include in an inquiry for any kind of help.

[bAdWaYz]

Just to clear this up for those that may not know...I made a post to a help forum when I was 14 years old and the all the post said was "Help my puter is broke". So Annie I both understand and can very much relate to what you posted :) The fact of the matter is we all start out as n00bs its just some of us want to learn more while others don't care to learn they just want a fix for the problem at hand. The idea that a person would take the time to read a sticky or post in a way that helps to fix his/her issue is nice, but its also rare that is actually happenes. In a perfect world we would all know what to do and when to do it.

[hypnotizeminds]

The idea that a person would take the time to read a sticky or post in a way that helps to fix his/her issue is nice, but its also rare that is actually happenes.
But, again, if we only help one person, it was worth it.

[degsy]

So I guess a post that starts off saying "Help my puter is broke" wouldn't be to good ehh?
They won't be getting help from me, that's for sure. At best, I might send them a link to this thread. No message, let them figure it out. ;)


I just hope you realize that I never said not to reply to those that don't elaborate enough in their first post.


You will reply, but you just won't help them?


Maybe you understand why CTH is held in such hi regard. Because the Mods will help :)

[hypnotizeminds]

Are you trying to say that I've contradicted myself? What I said was that I do not usually take the time to try and figure out the puzzle that is the post of a user who does not clarify his/her problem, but I never said that you shouldn't help these people. This whole thread was started because I believe that these people should be helped, which is what I would be doing by getting these people to read this thread before they post, hence the threads title.

Maybe I don't get what you are trying to say.

Maybe you understand why CTH is held in such hi regard. Because the Mods will help
The mods don't help anymore than most other active users around here do. I participate in more threads than I can keep track of, and that's not just going from thread to thread suggesting simple, mundane fixes without the slightest of what I am talking about. I do my very best to put forth every last bit of my applicable knowledge to use everytime I log into the forums here, as I'm sure is true for you as well, degsy.

Anyways, I feel this thread is getting slightly off-topic.

To revert back to the original cause, all new users and also those of you who feel you are having trouble getting help from us here, please read the first post in this thread. It will help you to enhance your inquiries, therefore allowing you to recieve the best possible responses from the knowledgable folks here at CyberTechHelp. :)

[degsy]

I never said not to reply
I am not saying that you are contradicting yourself because of that quote.

The mods don't help anymore than most other active users around here do
I would like to see the Stats of the forums without Mod participation ;)

[hypnotizeminds]

Although I would never say that the forum would be fine without mods, I don't think the average mod helps in threads anymore than the average active user does. You mods do a lot more other stuff then us regular members will ever see, and that is what truly makes you important here, IMO. A lot goes on behind the scenes, but I like to think we do a fair job of keeping the public threads under control as far as tech support goes.

But we could sit and argue this all night (and I would if I didn't have to work in the morning :D ), so I'm not talking about this stuff anymore.

[zipulrich]

The other day someone asked for help with a browser problem. They really couldn't put it very succinctly exactly what the problem was, just sort of 'rambled' in the hopes someone would figure what they were talking about.

I told him to press the F11 key.

That fixed the problem, and he was kind enough to post back and say so. Question asked, answer given, another happy camper. As someone else used to say, "we're only here to help." :)

[hypnotizeminds]

Well, it seems as though I've stirred up a few small storms. I seem to be good at that, although I want everyone to know it was not my intent.

The thing I said about not giving help to those that don't describe their problems well enough was just fooling around, although I suppose I am not very good at making it clear when I am kidding and when I am not. Take a look at some threads I've helped out in, I help everyone when I feel my knowledge is applicable, and make educated guesses if I feel I might be able to suggest a clue.

I feel that all who need assistance should recieve it, no matter how well they are able to describe their situation. Hopefully this thread will help those who aren't so good at it excel a little in that area and maybe that will allow them to recieve better support over the net here.

Anyways, apologies to anyone I rubbed the wrong way. You have all made excellent points and I did my best to incorporate them into the overall message that this thread was originally designed to put forth to those who'd read it. I hope it can still fulfill it's purpose.

I'm done here. :)

[lufbra]

You're just "flogging a dead horse" here, this subject and similar have been brought up many a time at CTH, the Moderators have "talked" about such things to see if they can maybe "change" the way folks post here. Examples....

Posting HJT lists in any forum other than the one created for such a thing.

Posting Internet Explorer problems in OS forums.

Not even having the decency/respect to post a reply of thanks to anyone who may have helped them.

You see folks signatures (just like your own), asking folks to follow the rules etc. These are some of the rules of CTH, but I guess rules are rules, and many folks don't like being told/asked to do things, it doesn't matter about having a little respect/kindness/thoughtfulness in actually saying "thanks for the help, it worked".

At the end of the day, this is a totally "mute" subject, your time would be best spent helping those who have the common decency to reply. :)

This s in no way criticising you in any way, I've seen the help you give, and it's a great feeling knowing that folks like yourself are prepared to give up your free time in order to help each other.

As for the Mods, they aren't "expected" to help simply because they are Mods. They were "voted" into their position simply because the "Powers that be" here at CTH felt they needed more help in that work. If they do help, and "most" of them do, then just like yourself, that's their choice. :)

*goes back into lurk mode*

[Vercades]

Spoken from experience, good read Lufbra.

[dammit]

It's true sadly... no amount of coaxing will get to ignorant people who do not reply. :disgust:

[Nick Grana]

Just went through this thread. I see the same familiar names posting the same old ideas of the way things would work in Utopia. Just check the posts dated after this thread and see how many adhered to even a small fraction of the advice that was made. Still not enough info without much prompting, no replies back, very few thank you's, and the beat goes on and on and on and........
All you kind people were just talkling to yourselves on what you and many already know. So how's it working for you?
You can lead a horse to water.........
or
You may be able to show a person what is best, you cannot force him to it - even though it is in his interest.

[hypnotizeminds]

Darth,

my only goal was (and I think Dan put it best) if this thread only helped one person or made a difference in one post, it was worth it. Just the fact that it had this many replies shows that it had some amount of impact, no matter how little. I am satisfied. :)

[Nick Grana]

hypnotizeminds,
Your goal was most admirable. You should be satisfied if the messages get to at least one person. Now getting more than one to actually read all this great advice would be astonishing. Maybe a feedback to this link when the unknowing or uncaring does the posting. But how can one be expected to read three excellent pages of forum advice if all they can muster in their original question:
Help!!! My computer quit working.
Help!!!
My computer is dead.
Why do I have to start before I shutdown?:michaelan
My thanks to you and all the inputs. May the computer God shine on the blissful
technically challenged.:wave: