Dealing With The Always-Breaking Family PC?

Corby Ziesman asks: "I am sure many on Slashdot are entrusted to maintain computers for their family members. I've built a few computers for my sister over the years; however she constantly complains to me that 'something's wrong' with the computer, and claims that it 'just stopped working' all by itself. She blames the computer I built, calling it 'a piece of crap', yet it works flawlessly once I start using her old computer after she has upgraded. I've considered revoking her access to Windows, and giving her Ubuntu Linux or something, however she has a lot of games and art applications like Corel Painter that require Windows. How do I get her up and running, so that I don't have to keep fixing the computer every month? I'm tired of digging in the registry, checking the processes for spyware, and all that. I have also tried to educate her about how to use a computer intelligently, but she seems to lack common sense when it comes to what software is suspicious and bloated, and what is trustworthy. So I ask the Slashdot community: how do you cope with your family members who have a talent for torturing computers?"

Comments

Do the Pro method

[jellomizer]

I say do what the professionals do. Use XP Professional, and set family up with User level access, and tight security settings, that will stop her from doing stupid stuff. Giving them Linux or a Mac usually works best but if you family is going to need windows only apps and give a fuss if they don't have it. Then spend the extra cash and get XP Professional.

When setting up permissions make sure they cannot install software without access. And don't give them Administrator access and not the admin password. But make sure these is enough for their apps to work.

The next step is removing as many traces of Internet Explorer as possible and get them to use Firefox or Opera as the default browser. Also make sure they have a Virus Protection software and anti-Spyware tools. If they are not freeware make sure they are registed and will keep themselves updated automatically.

Finally explain to you family about the last system they said was broken and state you noticed no problems with it. Let them know their actions can damage the Software, and there is nothing that you can do, or Dell or Compact, to stop that. You need to tell them that it is not worth it to overly cutify your PC, while some are reputable most will damage the software, and for most cases there is no good way to know if it bad or good from observations, or guessing by the quality of the website, or the terms in the legalese.

Ground Rules

[SanityInAnarchy]

The basic thing I do is lay some ground rules for whether I will fix a computer.

For instance: If there is enough space to backup an image of the OS, I create that backup, and lay Ground Rules of:

• Run the automagic backup program and make sure it's working. (Best if it's automated, but hey.)
• Every time you install/configure something on Windows that's important (and going to be a pain to do again), including Windows Updates, you should:
  1. Backup your data
  2. Restore the software image
  3. Restore your data
  4. Install/configure new software
  5. Confirm that it works
  6. Backup your data
  7. Backup the software image

  Yes, that's a pain, so do it once every couple of months. But have a schedule, and stick to it.

• If you've proven that you cannot be trusted to choose software, do NOT install software without permission. Ideally, you won't be allowed to -- you should have a very limited account.
• Don't use Internet Explorer to look at porn. Use Firefox for that, if you must.
• Don't use Internet Explorer to visit any site you don't trust.
• Please, just don't use Internet Explorer, period.

Now, if these instructions didn't work, or if you didn't follow them, here's the rules for when I swing by to help out:

• I am the boss. I'm willing to work with you to find something that's easy for me and works for you. But at the end of the day, it's my way, or I don't help. I don't have to be doing this.
• This is a favor. That means you don't get to complain to me that I'm doing it wrong. Instead, you get to do me a favor in return -- bake me cookies, bring me tea and coffee. I don't have to be doing this.
• I'm going to need access. Either tell me any passwords I'll have to know, or log me in (type your password, I won't look) and change it to something temporary that I can use. I refuse to come find you and get you to type your password every time I have to reboot -- which will probably be a lot.
• Let me drive. This was a phrase an old boss used, and it means "Give me the keyboard, and let me sit down." Chances are, the solution to your problem is something you really don't want to learn how to do by yourself.
• If I have something to teach you, then I'll let you sit down, because that makes it easier for you to remember. But follow my instructions exactly. I can point you to some hilarious but disturbing examples of what happens when you do what you think I mean, and not what I said.
• Do what I say, exactly. My mother has this insanely irritating habit of finishing my sentences for me, and she has never, ever been right that I can remember. Let me put it this way -- I say "Now I want you to..." and she says "Do this?" I shout "NO" just as she anihilates what we were doing, and we have to start over. The problem is, she gets deeper and deeper into the wrong thing because she assumes she knows what I'm trying to say.
• I am your tech while I'm here. Unless I tell you to, do NOT go to another person for help while I'm here. "I'm not sure you know what you're talking about here, let me call Jim." Only not quite so obviously, but that is what you're saying when you want to call Jim and I don't. Look, if I don't know what I'm talking about, I'll say so, and I'll tell you to call Jim or whoever you need to call.
• I know more than you do about this problem. It's arrogant, but true. Feel free to offer your advice, but unless I defer to your greater knowledge of BloatyAppX, you don't get to second-guess me. If we've got to reinstall Windows from scratch, then that's what we'll do. It will be a huge pain in the ass, but not as much as it would for me to fix it in the state it's in. If you don't like it, I stop helping.

These are not intended to be as oppressive as they are. I'm actually fairly nice, cheerful, helpful, knowledgeable, and understanding.

Re:Uh-Oh...

[Yvan256]

Nice to see you put computers and operating systems before your own family.

As for your actual comment, this is exactly what I did: someone in family bought a Mac and ever since the only questions are about how to use the computer/which software to use. I haven't had to "repair/fix" his computer since he bought it almost a year ago (Mac mini G4/1.25GHz, 512MB).

To be honest, with OS X and all the software it comes with (iLife, etc), the Mac really is the computer for the average user.

Re:The schedule feature is your friend.

[Mistlefoot]

Once again I'll suggest the easiest solution I have come across. And it really does work. Visit http://www.mvps.org/winhelp2002/hosts.htm and download the hosts file. Set it up (takes about 2 minutes) and then make it read only. Once a month or so - whenever you visit, update the hosts file. The file on this site is updated regularly. The last update is from yesterday. This file is released under the Creative Commons license and prevents 'bad' pages or sites from loading. Obviously, spyware from unknown sites is not stopped by this but it prevents such a high percentage of unwanted crap that it has resulted in NO calls from friends or family members to fix spyware related problems on their pc's.