Avoiding Apple Store Snafus

What drives employees crazy at the Apple Store’s Genius Bar? In short, it’s all the un-genius things customers do or don’t do before they come in for help. You can get better service if you prepare your phone and account before you walk in.

A recent article in Yahoo News surveyed current and former Apple Store employees about their biggest complaints when people visit the Genius Bar at stores. The complaints involve a number of time wasters, and they revolve around all the things that customers can and should do before their visits for problems or repairs with iPhones – and likely their iPads, too.

Here’s their advice that can make you a genius in their eyes:

  • Know your Apple id (hint: it’s usually your email address) and your password for your Apple and iCloud accounts. If you and Apple can’t access your data, Apple won’t do any work on your phone or device because they won’t take any responsibility for losing your data (unless it’s entirely their fault). If your device is totally inoperable, you can reset your password at home from a computer. Apple Store personnel can sometimes help you reset it, but more often than not, they’ll ask you to come back when you’ve resolved your password issue.
  • Have all your data backed up to iCloud. That includes your Contacts, photos and videos and anything else that can be possibly stored on your phone. As with all computing, we recommend regular backups to protect your data. Backing up to iCloud is simple: Go into your Settings and tap your name. Then tap iCloud and scroll to iCloud Backup. Make sure it’s turned on and tap it. Then tap Back Up Now. You can also back up your device to your iTunes account. It’s a little more complicated, but Apple has a support page to walk you through the process. The reason this is critical is because once Apple opens your phone or device, all data stored within is wiped clean. If Apple (or any other seller) provides a new phone or device, they’ll transfer your iCloud (or iTunes) data to your new device.
  • Make sure your device is fully charged. If it’s DOA when you get to the store, so’s your appointment. You can probably charge it there, but you’ll probably have to go the back of the line for getting help.
  • Be honest about what happened to your device. On a technical level, the wrong information you provide can delay Apple employees from getting to the right diagnosis.
  • Don’t ask them for help with your Gmail or Facebook password. If they have time, Apple people can usually help you out, but it’s not their job. And technically, they are not trained to solve these problems. Any organization that requires a password usually has a recovery process, and that process usually offers you an option to verify or authenticate your identity via a text message or email.

We sometimes encounter the same problems with our clients when it comes to dealing with data and password recovery or computers or devices that are “dead as doornails.” We can take the time to help resolve issues, and with devices that aren’t operating properly, we can sometimes fix software problems or help you determine the right questions to ask at the Genius Bar.

If you’re having trouble getting your Apple products ready for a visit to the Apple Store, contact us by phone – 973-433-6646 – or email for help. We might be able to solve your problem and find a solution to prevent it from happening again. Or, we may be able to help you maximize your time at the Genius Bar.

Convenience vs. Competition: What do You Think?

The Department of Justice is beginning an investigation of “big data” companies and their hold on your online activity. This is not intended to be a political rant, but we’d like to know your thoughts on convenience vs. competition.

Here’s the executive summary of the DOJ’s investigation:

  • DOJ is reviewing whether and how market-leading online platforms – Amazon, Apple, Facebook, Google and the rest of the usual suspects – have achieved market power and are engaging in practices that have reduced competition, stifled innovation, or otherwise harmed consumers.
  • The review will consider the widespread concerns about competition that consumers, businesses, and entrepreneurs have expressed about search, social media, and some retail services online.
  • The goal of the review is to assess the competitive conditions in the online marketplace in an objective and fair-minded manner and to ensure Americans have access to free markets in which companies compete on their merits to provide services that users want. 
  • If violations of law are identified, the DOJ will proceed appropriately to seek redress.

The investigation – or review – caught our attention because Amazon’s recent Prime Day blew projected numbers out of the water. Why not? When you want to buy a product, what do you usually do? You use Google to find the best price or fastest delivery, and you generally go to an Amazon website – where Amazon has your address and credit card info on file. Yes, it’s basically one click or just a few, and your shiny new object is on its way – sometimes with same-day delivery.

I admit, that’s how we sometimes shop for products and make our purchase decisions. I don’t know if the size of Google and Amazon limits my choices – or if they limit them significantly. I might never know if a local merchant has a better product, price or customer service because smaller businesses don’t have the numbers to show up in a Google search where I can easily see it. I don’t know if another search engine (not Bing, which is Microsoft) would give me better results because Google is ingrained in my mind. It’s even become a verb.

We recognize that technology and laws are complex fields, and we’ll all have different opinions about what makes a good law. But we’d like your thoughts on competition and convenience. If you would answer a few questions either by return email or by leaving comments for everyone to see, we can share what’s important to us:

  • Do you automatically use Google for product searches?
  • Would you use another search engine if it were readily available and gave the results you needed?
  • Do you go to websites only at the top of a Google search?
  • Do you click on the ads at the top of the search results?
  • Do you go to a product provider’s website directly before or after seeing Amazon results?
  • Do you really care that Google and Amazon are so big that they might be stifling competition and limiting your choices?

Thanks in advance for sharing your thoughts.

Inside the World of Updates

Facetime updates got a lot of face time recently with all the reports about how a 14-year-old discovered a bug that left a mic open even if a recipient didn’t answer a group Facetime call. It was shocking but not surprising, based on how updates are developed and implemented.

Apple, Microsoft, Google and other technology companies are huge corporations and, as such, are highly compartmentalized. When I visit trade shows and conferences and can find an engineer or software developer to discuss very specific issues related to hardware, firmware or software, the conversations very technical and very tightly focused. They are brilliant people, but they operate in silos.

So, when a problem like the Facetime issue surfaces, it’s likely to involve a piece of code that only one person or a small team worked on – based on instructions that may have come down through several layers of command. That person or team didn’t talk the public or get any feedback based on a personal interaction. Further, the amount of code needed to implement a feature such as a group Facetime session is massive. It’s written in sections and assembled in sections, and even though they are tested, errors can occur each time lines of code from various teams are put together. The people involved do a great job, and the percentage of errors to lines of code written is practically microscopic.

The bottom line is that bugs will show up in the real world, and they need to be found and fixed before any catastrophic consequences show up. But code is not the only factor in updating software for use on a computer or device. We see a lot of old computers and devices with old operating systems that simply cannot handle updates.

We were reminded of the technology gap that opens up when working with older systems. It involved a family business, and technical challenges arose as some family members wanted capabilities that were requested by others. The challenges came as we had to work with computers and devices with a wide range of ages and with differences between Windows 7 and Windows 10. We had to be mindful that Windows 7 is 12 years old and that we are six versions into Windows 10.

Our common thread in the solution had to be sealing up security breaks. We can’t emphasize enough that security patches are the biggest improvements in upgrades and updates, although we all get excited about new features and capabilities. And the problem is that an older system can only handle a limited number of security and feature updates.

At some point, it doesn’t pay for a software or hardware provider to support older systems. Their developers have to jump from one issue to another like playing Whac-A-Mole, and then there is a smaller universe of real-world users to provide feedback on the new code and then use it.

One of our missions is to make the most efficient use of your money. We’ll always do our best to avoid having you buy new equipment or software by trying to find a good workaround. But sometimes, buying new technology can give you a better return on your investment, and one of the reasons to do so is to take advantages of upgrades and updates that are used by a larger universe of people and businesses. That can be especially beneficial based on the how the update world lives.

We can help you install, configure and test updates, and we can advise you on whether to upgrade or keep your current technology. Call us – 973-433-6676 – or email us for a consultation.

Tech Preps for Trips

For all the acclaim that Israel gets for technology, I was shocked at how slow the wi-fi service was while we visited there. With all the advanced security systems in place and all the tech startups and established R&D places there, I was expecting blazing internet service. Instead, I found internet service was based on DSL technology, and I had to ask why??? It was the slowest internet service I’ve experienced anywhere on the planet (though I’m sure I haven’t visited the places that are even slower).

While your experiences in Israel may differ from mine, the visit reinforced the need to plan for your tech needs as you plan your itinerary. In our case, I brought two phones, and we had Danit’s phone.

I ordered SIM cards for Israeli cellular service for my iPhone X and Danit’s iPhone before we left the US. They were ready for me at the airport, and using a little tool I carry, it was a simple matter to pop out our US SIM cards and install the Israeli cards. Our cost was $60 for the two cards, and we got 10 gigabytes each of data usage plus the ability to make unlimited calls worldwide. We also got the 4G cellular data service, and it was really fast.

Of course, that meant my iPhone X did not have my US phone number. That meant I lost access to voice mail for my number, and I lost the ability to receive text messages. The solution was to carry an old iPhone 5, which was activated for my US number. That gave me the ability to monitor US calls and texts and to use my “Israeli” phone to call and text as needed. The only issue with SIM cards in other countries is that you are likely to get text messages in the language of the country tied to the phone number. Along that line, if you are using your phone for GPS car navigation, you should check your settings to make sure you get displays and voice directions in English – and maybe in kilometers, too.

There are a number of workarounds for phone-number challenges. One is to get a Google Voice number through Google. You can then forward that to any phone number you want, such as the phone number tied to your SIM card in another country. I chose to get a US phone number in Israel for my Israeli phone, and people who needed to reach me immediately could use that number. That helped me balance time away while being accessible.

If you are averse to getting a SIM card and changing your phone number, you can arrange for international service with your cellular carrier. That can be expensive (“expensive” can be a relative term), and if you have an iPhone phone that you bought from a Verizon store, you’re stuck with just a CDMA radio in your phone. Without getting overly technical, CDMA is one of the two radio systems used in cell phones, and it’s used in the US. GSM is the other radio system, and it’s used worldwide.

Most Android-based phones, all iPhones sold in AT&T stores and iPhones sold in Apple stores have both radios built in, giving you seamless service if you decided to use an international phone plan from your carrier. If you are planning to buy a new iPhone and want to use Verizon as your carrier, we recommend buying it in the Apple store to get both radios and keep more options available.

If you opt not to have cellular service on your phone, you can still use wi-fi for email, browsing and making calls through various apps, such as WhatsApp, Viber, Skype and others. Just be aware of security needs when using public networks. You can also rent a cellphone in the country you are visiting.

We can help you plan for tech needs for travel. Give us a call – 973-433-6676 – or email us to talk about what’s available in the countries you’ll be visiting.

Security Not Top-of-Mind at CES

It’s fair to say I was disappointed when talking to IoT device manufacturers at CES in Las Vegas last month. Security was not the big thing on their minds. And except for a TV screen that you can roll up like paper (which I couldn’t see at the show), there wasn’t anything I wanted to bring home and install.

The lack of emphasis on security was baffling, especially when you consider that a lot of companies at CES were talking about AI (artificial intelligence) and 5G networks. The latter are the newer, faster wireless data networks that will play an important role, along with AI, in the next generation of the IoT, especially autonomous vehicles (AVs), which are expected to be an established mode of transportation in the next 10 years. We’re simply going to require more data at a faster speed to make AVs work.

However, it seems that AI – and maybe 5G – was more concerned with what we’ll be running to the store to buy instead of how we’ll get there. Samsung, which makes refrigerators, among other appliances, started to show off Bigsby, its version of Alexa. And when you combine it with a smart refrigerator, this new power team can create a shopping list for you. You can even use voice commands for your washing machine. OK…

There is still a big push to get more devices into the home, and we certainly have more than our share in ours. We find the ones we have to be either great conveniences or highly useful. We just wish that the manufacturers were paying more attention to security, especially with hacking and information theft so prevalent. However, nothing stood out like that TV that rolls up. I really would have liked to be able to see it, even if I couldn’t buy it.

On the other hand, one of the more ridiculous things I saw was either a blanket or mattress pad with dual temperature control and a discounted price of $2,000. Sony also had a Walkman that weighed 5 pounds and had a heftier price tag: $2,500. Sony said there’s a market for it: audiophiles who want high-quality sound.

Speaking of sound, I took note of Panasonic’s automotive offerings, though none was available for consumer purchase. Rather, it seems that the automotive manufacturers are going to rely more on electronics manufacturers and the mobile operating systems to provide the devices and infrastructure for in-car infotainment systems. As part of that trend, we note that Toyota is dropping its plan to introduce a proprietary infotainment system.

We applaud Toyota’s decision for three reasons:

  1. In-car systems from the automakers don’t work well.
  2. Each in-car system has its own way of displaying and using information, and that can be confusing for people who drive multiple cars, including rental cars, where roads and a car’s system are unfamiliar.
  3. Because they are built into the car, it’s difficult to update them in a timely manner.

Just about all manufacturers offer connectivity to either Apple or Android in-car systems – or both – throughout their product lines. Our devices are already customized for driving directions and play lists, and we know how to use them. We also can make our devices secure in the same way we update our OS and applications on our computers.

I think some exciting new products and changes in the way we use technology are a year or two away, but that doesn’t mean we should sit on our hands. If you need a new IoT product now, we can help you we can help you select and install one for today – and make sure it’s secure – and see how it could fit your future needs. Call us – 973-433-6676 – or email us to talk about it.

Spectre and Meltdown Raise Need to Update

We’ve seen lots of patches from chip manufacturers and operating-system publishers trying to resolve the Spectre and Meltdown issues. Their effectiveness is mixed, but there are a couple of things you can do to help protect your systems: backup your files and update your software.

The patches came out quickly last month, and they kept on coming as chip manufacturers and publishers of apps and operating systems tried to close the open doors that Spectre and Meltdown use to get into a computer. If you installed all the updates, even multiple updates from chip manufacturers and software publishers, you did the best you could to mitigate problems.

If you haven’t installed updates for operating systems, applications, firmware, browsers and antivirus protection, do it NOW. If you have not set up your systems to automatically install updates, we suggest you do that now, too. Every supplier with a stake in your success is working ‘round the clock to shore up any weaknesses in their products. The faster you install them, the faster you’ll protect your systems and data.

Here is what you and the computer industry are up against:

Meltdown breaks the most fundamental isolation between user applications and the operating system. This attack allows a program to access the memory, and the secrets, of other programs and the operating system. If your computer has a vulnerable processor and runs an unpatched operating system, you risk leaking sensitive information. This applies both to personal computers as well as the cloud’s infrastructure.

Spectre also breaks the isolation between applications. It allows an attacker to trick error-free programs, which follow best practices, into leaking their secrets and may actually make applications more susceptible to attacks.

While Spectre and Meltdown affect chips, they resulted in computer failures that, in turn, resulted in the losses of apps and data files. In a number of cases in which our clients were affected, we found that Google Chrome was piece of every problem. We don’t say this to point a finger at Google; we note it to make sure you have the latest version of your browser installed.

In the more severe cases, we had to reinstall software systems – with all the cumulative patches – and data files because everything was wiped out. In the most extreme cases, we had to replace computers. This, of course, required that all data files were backed and that all software for operating systems and applications were licensed.

Using subscriptions for operating and application software can eliminate just about all problems associated with keeping your systems up-to-date and licensed. They also can provide access to backed-up data files to help restore your system. The bottom-line benefit is that if your system is struck by some disaster, which can include Spectre and Meltdown, a ransomware attack, or a virus or malware invasion, we can wipe your computers and servers of infections and initiate clean installations of your operating system, firmware, and application software and then restore settings and data.

Without the subscription, you may need to purchase software and then recreate all of your settings as best as possible. And if you don’t have data files in a separate, secure location, you’ll need to find the latest files you have and then restore them in your recreated system.

As we make these points, we are aware that everyone has budget restrictions. However, you need to look at the costs associated with an interruption due to an IT system failure. Any money you may have saved by hanging onto old equipment and software can be wiped by a single event.

By making smart investments to your system, you’ll be able to maximize your security and efficiency. That’s important for home use as well as a business. More and more, we have multiple users conducting some sort of transactions over the internet, and those activities can take place from remote locations. It’s a continuing trend in our use of technology. Subscriptions are a continuing trend, too, in the way we keep our systems ready to do all the things we do.

We can help you make the best decisions to balance your IT needs and available funds. Call us – 973-433-6676 – or email us to discuss your update needs and develop a plan to meet them.

Managing Assistants

Alexa, Google Home, Siri and Cortana are online assistants who can help you get information and even order products without you ever having to tap a screen or look at one. They are a convenience, but they also raise privacy and security issues.

Siri (Apple) and Cortana (Microsoft) are associated with devices, such as phones, tablets and computers. In that type of user environment, you need to activate them with the device in your hand or on your desk, and they’re typically used for getting information, such as the weather, restaurant info or the answer to which person played for both the New York Rangers and Brooklyn Dodgers.

Alexa and Google Home may present other issues. In addition to answering questions, Alexa is tied to Amazon and its online shopping capabilities. We hear that Google Home may tie in with Walmart. With shopping available, you have another layer of concern. Somewhere, they have access to your credit-card information, and it may be possible for any voice to make a purchase.

We’ll be going to CES, the huge annual trade show for consumer electronics, in Las Vegas this month, and we plan to talk to all the manufacturers about their security and privacy protection measures. Until we have more information, here are some things you should know and can do to minimize your risk of a privacy breach or unwanted purchase – especially with Alexa, whom I call Alex when I don’t want to wake her.

Alexa and her fellow assistants remain asleep until they hear their “wake” word, but their microphones are always on. Being on is how they stay ready for your commands, but they should not be active until you wake them. So, here are some ways to help you protect from someone turning them on without your knowledge:

  • Change your “wake” word. Like most things in the IoT world, these assistants come with a default “wake” word. Go into the setup menu on the app, which you can get for your cell phone, and change it.
  • Use the mute button. Yes, it’s a pain to physically walk over to Alexa and push a button (some of you will cringe at memories of getting up to change a television channel), but it is effective – and easier than trying to run through 80-something over-the-air TV channels.
  • Use a PIN to make purchases or disable the function to make purchases by voice commands. Again, it’s an inconvenience, but we’ve discussed the tradeoff between security and convenience many times before.
  • Keep them away from windows so that any activity outside doesn’t activate them.
  • Use your app to see what’s been recorded through your assistant and delete any or all of those recordings. You can also your app to configure and toggle sound notifications, even for multiple units in one home (or office).

You can also follow the IoT cybersecurity steps we’ve published over the past year or so:

  • Change default usernames and passwords immediately. Make your new passwords strong and unique.
  • Install upgrades and updates from your IoT manufacturers. They usually contain security patches and bug fixes.
  • Make sure your Wi-Fi systems and firewalls are secure. That’s your first line of defense. Install upgrades and updates for your gateways and anti-virus and anti-malware apps.
  • Only use secure Wi-Fi networks.

We can audit your Wi-Fi security and help you fine tune the settings for your virtual assistant. Just call us – 973-433-6676 – or email us for an appointment, and follow us on Twitter and Facebook for reports from CES.

iPhone X is a 10

Naturally, we have our iPhone X, and it’s everything we hoped it would be. Getting it was almost as much fun as using it because the Apple hype machine adds so much more intrigue. I was one of 25 people who showed up at the UPS terminal in Parsippany to get our phones when the counter opened at 7:30 in the morning on a Friday, two weeks ago. The guy at the counter grumbled a bit, but they knew what to expect. We had all been waiting for our phones from the minute we placed our order.

That’s when the fun started. I was able to track my phone before Apple and UPS sent us any kind of information. Working the web, I learned when my phone left the factory in China, when it left Hong Kong for the US, and when it arrived in Anchorage – before going to Louisville and Newark and then on to Parsippany.

In reality, I can’t blame UPS and Apple for being so spare with information. A truck was robbed near San Francisco, and a number of phones were stolen. New iPhones are hot commodities in more ways than one.

So, was it worth all the excitement? Yes.

The iPhone X’s facial recognition is top notch, and I love all the features and the speed. To a geek like me, this is one step closer to heaven. The only difficulty I’ve had is getting used to the absence of a Home button, which has been an iPhone hallmark. I’m still getting used to all the gestures and swipes, and switching back and forth with Danit’s older iPhone makes it harder to settle into a routine. But, hey, I’m not complaining.

If you’re in the market for the iPhone X, the waiting time to get one is three to four weeks. If you’re trying to decide whether to buy it at an Apple store or through your cellular carrier, I’d recommend the Apple store. One big reason is that you can buy the Apple Care insurance program that’s cheaper and better than what the carriers offer.

The coverage is recommended – along with the purchase of a good case for your new phone – because the units have glass fronts and backs and are extremely fragile. They can break very easily, and a replacement screen is $579.

The iPhone X has a lot of outstanding features, and most people will find a learning curve – while getting used to the gestures and no Home button. If you have any questions about the new phone or need any help in getting it set up and integrated into your life, we’re available to help. Just call us – 973-433-6676 – or email us.

‘KRACKing’ Your Wi-Fi Network

KRACK is an ominously named crypto attack that exploits a flaw in the process of connecting a device and a Wi-Fi network. By allowing network access without the password, effectively it opens up the possibility of exposing credit card information, passwords, and practically any other data on your device. Here’s how to protect yourself – somewhat.

Using WPA2 security, the standard of protection for the past 13 years, is still the way to go, and setting a strong, secure password is just as important as it ever was. But it’s like a lock on your front door. Locks, according to conventional wisdom, keep out honest people. But a lock that’s strong enough to delay a would-be thief was thought to still be effective.

That was until KRACK (Key Reinstallation Attack) was discovered. It exploits a flaw in the four-way handshake process between a user’s device trying to connect and a Wi-Fi network, allowing an attacker to access a network without the password. It’s an equal-opportunity attack, too. It can affect Android, Linux, Apple, Windows, OpenBSD, MediaTek, Linksys and others, but the most current versions of Windows and iOS devices are not as susceptible to attacks because of how Microsoft and Apple implemented WPA2. Linux and Android-based devices are more vulnerable to KRACK.

Fortunately, it’s not a helpless situation. Attacks can only be successful when someone has access to the wireless network you’re on at the time of the attack. That means you need to be especially careful on public networks. You can further help yourself by:

  • Making sure you’re up to date with all available security patches
  • Using a VPN, which will encrypt your internet traffic
  • Visiting only websites that use HTTPS, though it’s not a guarantee you’ll be safe.

We’ll keep you updated on developments against KRACK, and we can help you now by taking a look at your systems and security to make sure you’ve maximized your protection. Call us – 973-433-6676 – or email us for an appointment.

iOS 11 Has a Lot to Like

Apple has released iOS 11 for mobile phones and tablets, and it has a lot of great features. For cars, we really like the “Do Not Disturb, I’m Driving” response to text messages, and for iPads, we like the drag-and-drop feature.

The “Do Not Disturb” feature has been available on Android phones, and for somebody like me, who spends a lot of business time traveling to clients while always on call, it could be a lifesaver. You can activate in one of three ways: Bluetooth, when your vehicle reaches a specified speed, or manually. I have been able to add a customized message to let texters know that they can call because I can talk while I drive. Because the screen stays dark in this mode, I am looking at the phone a lot less now, and that’s much, much safer.

The camera on the iPhone is getting better, too. You can take Portrait Mode images with optical image stabilization, True Tone flash and HDR. Memory movies are optimized to play in portrait and landscape orientation, and more memories, such as photos of pets or birthdays, are automatically created and a new technology, called High Efficiency Image File Format (HEIF), reduces the file size of every photo taken with iPhone 7 and newer models.

Siri has new male and female voices that are more natural and expressive, adjusting intonation, pitch, emphasis and tempo while speaking, and it can translate English words and phrases into Mandarin, French, German, Italian or Spanish. It uses on-device learning to offer suggestions based on personal usage of Safari, News, Mail, and Messages.

For AR (augmented reality), there’s a new platform for developers to create experiences on phones and tablets using the built-in camera and the latest computer vision technologies. You’ll likely see content for interactive gaming, immersive shopping experiences, industrial design and more.

iPad’s drag-and-drop capability across the entire system makes it easier to move images and text, and when combined with the new Files app, you can keep things in one place, whether you store files locally or in the cloud. Its new, customizable Dock and a redesigned control center give you access to frequently used apps and documents from any screen and let you move documents between apps using a split screen or Slide Over. Apple Pencil lets you draw or add notes from the lock screen through the Instant Notes feature opens Notes by tapping Apple Pencil on the display.

The new screen sharing capability, however, tops off all the new features. It enables two people to share screens in real time on any iOS-powered device. For us, that will increase our capability to help clients troubleshoot problems in a timely manner.

Make the most of your Apple devices by understanding all the features of iOS 11 and how they work. Call us – 973-433-6676 – or email us if you have any questions, and have more fun with your devices or make them more useful.