The PC and Gadget Help Desk

Mark Edward Soper has helped users deal with problems with computers, digital cameras, and other personal tech devices for more than 25 years. He is the author of PC Help Desk in a Book and co-author of Leo Laporte's PC Help Desk, as well as more than two dozen other books on Windows, digital photography, networking, broadband Internet, CompTIA A+ Certification, and computer troubleshooting and upgrading. With this level of experience, Mark is experienced at helping readers understand and use creative solutions to connectivity, configuration issues, data recovery, and other types of problems that can beset users of personal technology. Mark is also the creator of Building and Repairing PCs (Que Video), which provides more than two hours of detailed, hands-on help for building, repairing, and upgrading desktop and laptop computers.

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