Topic: Computer issues - wireless and DSL.

[Quemaqua]

Okay, so there's this blind lady my mom helps out, and I really like her so I try to lend her a hand when I can.  She's been having some issues with her computer and I was wondering if anyone had any suggestions.

Firstly, she's got a Dell thing.  It's just a standard XP computer, really, but she's got voice software on it.  Anyway, it's got a wireless mouse and keyboard that sync to some little peripheral, but for some reason I can't get the keyboard to respond in any way.  Mouse seems to be working fine, and the keyboard shows up as fine in the device manager and such, but I get no response.  I tried pressing the little green button on the bottom (the mouse had a similar one and that seemed to get it syncing fine), but that didn't work.  I know nothing about wireless devices so just wanted to know if I was missing something obvious.  Should I just try reinstalling the drivers, or is her keyboard probably just fucked?  We tried putting in new batteries and that was a no go too.

The second thing is her DSL line.  She's got the modem, which appears fine according to the computer, and all of her lines are plugged into the right jacks and stuff.  Ethernet card seems fine.  But her modem refuses to light the little lights on the front saying it can find the local network or the broadband line.  Could there be anything potentially obvious that I'm missing, or should I just try a driver reinstall?

I'd have just tried that outright for both issues except that she's missing a CD drive right now and, as per the DSL problems, has no internet access.  I doubt there's anything anyone can tell me, I just feel bad that I can't help her and thought there was a slight chance somebody had a magical suggestion or something.

Anyway, thanks mates.

[WindAndConfusion]

Try hitting it.

Or perhaps telling us:

• the model of the keyboard and mouse
• the model of the modem.
• the name of the ISP.
• a report from DXDiag.exe

Have you tried a different keyboard/mouse to see if that works?

[Quemaqua]

No, I don't have any spare wireless stuff because I hate wireless stuff, so I can't try using a different anything.  And everything is Dell, as I mentioned.  It's a package system.  And there's no need to try another mouse because the mouse works fine.  The ISP is SBC, though I fail to see what difference that makes.  I have no idea about the model of the modem.  Another Dell thing.

[scottws]

Who owns the DSL modem?  SBC or the woman?

The no lights are a problem.  There might be a problem with her modem, or maybe she doesn't have DSL filters on all her phone lines (except for the modem).  Or there might be something up with her DSL service.

I had to call Cincinnati Bell from my parents' house because their DSL wasn't working.  The guy "made a few changes on his end" and it started working great.

As for the keyboard, I don't know.  I have no experience with wireless peripherals other than my Xbox 360 controller and it's little USB base station.  The obvioius thing to say here is that you could go to Dell's site or search the web for online support or to call Dell directly.

One other thing that I just thought of:  I think that these wireless things a lot of times have to be in pairing mode to sync.  Like on my 360 thing, I had to press a little button until the light started blinking on the base unit.  After that then I pressed a similar button on the controller and then the lights started spinning around until it settled on the 1st controller spot and then the light on the base station went back to solid.

See if the little base unit has a button too.  If so press it or press and hold it until something happens.  Then try pressing the green button on the keyboard.

[WindAndConfusion]

No, I don't have any spare wireless stuff because I hate wireless stuff, so I can't try using a different anything. 

A regular keyboard, you dolt. Did you try a regular keyboard?

And everything is Dell, as I mentioned.  It's a package system. 

Dell is not a model of computer. Dell is a high-volume low-margin beige-box reseller. Where's that DXDiag report? (You can find DXDiag.exe in, I think, N:/Windows or thereabouts. Normally I'd tell you to go Start>Run>"DXDiag.exe", but with no keyboard that'll be hard.)

The ISP is SBC, though I fail to see what difference that makes. 

OK, I see the problem. SBC DSL sucks. I know, because I have it. I suggest switching to Charter, which is actually the lesser of two evils.

I have no idea about the model of the modem.  Another Dell thing.

Well, my DSL modem is a Siemens Speedstream 4100, and you can get advanced diagnostic information about it by going to 192.168.0.1 and typing in the modem access code, found on the bottom of the modem itself. (This assumes that you can get a connection between the modem and the computer.)

[sirean_syan]

Huh. I never thought I'd see the day where we get a computer help post like that here. Go fig.

[Quemaqua]

A regular keyboard, you dolt. Did you try a regular keyboard?

Why would I do that, you dolt, when I already know the ports work fine and I'm merely trying to see whether or not the wireless keyboard is broken and needs replacing?

Dell is not a model of computer.

I never said it was.  I said it's a bunch of Dell shit.  I have no idea what any of it is and I don't really care.  I was just asking if there was anything obvious related to any of this stuff that I could be missing because I've never used wireless peripherals or DSL before.

OK, I see the problem. SBC DSL sucks. I know, because I have it. I suggest switching to Charter, which is actually the lesser of two evils.

Of SBC's suckiness I have no doubt.  My friend works for them and he's been trying to get me to switch for years.  I've never heard of Charter, and I've no idea whether switching is an option for her.  I'm not sure SBC sucking is the problem in this case anyway.

Well, my DSL modem is a Siemens Speedstream 4100, and you can get advanced diagnostic information about it by going to 192.168.0.1 and typing in the modem access code, found on the bottom of the modem itself. (This assumes that you can get a connection between the modem and the computer.)

That could be helpful, in theory.  I'll give it a shot if I get back over there.

And Scott, yeah, I tried to sync up the keyboard in the manner you describe, but it didn't work.  Worked okay with the mouse, though.  As for the DSL stuff... I don't know if she's called anyone or not.  She's blind, so this whole thing is a bit haphazard.  She can't do any of it herself, and she hires people to do the other stuff.  I'm just trying to save her the money since it seems like her regular guy is kind of a dipshit.  So I don't know what he has or hasn't done, let alone the other people that have fiddled with it.

[scottws]

Well at the point your at I would call SPC for support of the DSL modem and call Dell about the keyboard.

[Quemaqua]

In which case you get directed to India where you can't understand anything the tech support person is saying.  I believe she's tried that.  And, since she's blind, that's rough... and I have no desire to go sit at somebody's house while sitting on tech support.  Maybe I'll just buy her a wired keyboard and tell her to deal with it, then call SBC.

[scottws]

Yeah, it's a tough situation.  It sucks to call tech support at all because they treat you like an idiot ("Is the power cable plugged in?").

But trust me, they treat you like an idiot because they have to.  I do tech support and if you don't ask those questions there are true idiots out there that didn't check the power you'll spend a good 10 minutes trying to figure out some weird problem when the problem is something so obviously simple that you didn't bother to ask because you think even the most computer unsavvy person would know it.

I've seriously had stuff like:

User: "My monitor is broke.  I need a new one."
Me: "When you say it is 'broken,' what exactly do you mean?"
User: "The screen is all black.  I've tried pressing buttons on the keyboard and moving the mouse but it won't come back."
Me: "If you press the monitor's power button, what happens?"
User: "I feel like an idiot. That worked.  Sorry!"
Me (what I say): "You're not an idiot.  We get calls like this all the time.  It's easy to overlook things.  Have a nice day."
Me (what I actually think): "Yep.  You are an idiot and I'll be laughing at you with my co-workers as soon as I get off this call."

On a different note, my favorite is this:
Me:  "Locate the computer.*  It is the black box near the desk that says 'IBM' on it."
User:  "Oh here it is.  It's the one that says 'APC' on it, right?"
Me (what I think):  "On what fucking planet are 'APC' and 'IBM' the same thing?"

* It is unbelievable how many people don't know the difference between the computer and the monitor.

[Quemaqua]

Yeah, it sucks that it has to go that way, but what can you do?  That's why it sucks to have to sit with them on stuff.  I try to like... clue them in that I'm not a tool and I've built computers and stuff, and sometimes that works and they start not being so obvious, but sometimes it doesn't.