Help! My Computer Froze Up and I Lost my Work!
It's Saturday night. You've been working for hours on an important project. In a hurry, you send it to the printer ignoring a warning message. Suddenly, the computer freezes. You re-boot, only to find that your project is gone, the printer doesn't work and the computer is acting strange. You do your best to recover, but sometimes all this technology is just too overwhelming to figure out.
In the past you might have called the manufacturer of your operating system or computer, or perhaps your Internet Service Provider (ISP). These days, many of the major computer product manufacturers and ISPs cannot handle the number of trouble calls they receive in a timely manner. Additionally, many of them limit their phone support to weekday business hours. Some even limit your free support to a warranty period or restrict you to a few free calls before they request a service charge.
There are, however, several ways you can get help. Some are free, others charge a fee, and you can access them via phone support or online, but in all cases you will need to have some information handy to have a productive support discussion.
First, write down your computer configuration. Windows users can go to the Control Panel and click on the System icon to get some of the following information:
- Computer manufacturer or brand
- Laptop or Desktop
- CPU or Type of Processor
- Operating system, plus service pack or revision level
- RAM (memory size)
- Hard Drive size
You should also know your type of internet connection ( DSL, dial-up, wireless), the manufacturer and model number of any problem hardware having the problem, and the manufacturer and version of problem software. And, while it is fresh in your mind, jot down exactly what you were doing when the problem happened, what actions you took to recover from or correct the problem, and the results.
For good free advice and community support, post your computer problem to the AARP Computer Help Message Board. At this social, on-line forum there are friendly, experienced individuals who enjoy solving a wide range of computer-related problems. Many regularly respond to posts and are skillful at giving easy-to-understand instructions that you can use to navigate through menus or web sites to solve your own problem. You may want to read through the list of existing message threads to see if your problem has already been addressed. Remember to make the title of your post relevant to your problem and provide the above configuration information in your first posted message when you describe your problem.
Another free source of help could be a trusted friend or family member who is computer savvy. They don't even have to come to your house to fix your computer if they use a free screen sharing utility called CrossLoop. Both of you download the free CrossLoop utility onto your computers, then you initiate the session by giving your helper a special CrossLoop password. This allows your trusted friend to take over your computer in real-time and fix it remotely. By using the phone and the computer simultaneously, you can discuss the problem and see what is happening on your computer. Once the session is done you use CrossLoop to disconnect your helper. It's important to note that your helper cannot use the password you provided ever again.
If you don't know someone who can help solve computer problems, or you want faster service, go to one of many on-line service centers such as YourTechOnline.com or Support.com. They both offer online technical support 24 hours a day, 7 days a week and have trained technicians to provide real-time computer servicing and problem repair. Many of these types of services also use screen-sharing software via the Internet. You initiate the online service session with a toll-free phone call or through their web site. After you describe details about your configuration and problem they will give you an estimate of how much time it will take to fix the problem and the cost for that block of time.
With these online sources, the AARP Computer Help Center Message Board, screen sharing software, and the help of family or friends, you should be able to solve your computer problems — even on a Saturday night.
AARP does not recommend or endorse any of these products or web sites. Please be advised that there are other similar products and web sites available which were not reviewed and are not listed here.
About the Author
Susan Ayers Walker is a leading-edge boomer with over 35 years experience in emerging technologies.
