May 2008

apple_beachball_spinner It seems to me that Apple rushed out the 10.5.3 operating system update. And that really pissed me off. Not because of the fact that they are releasing updates to fix bugs or security holes or pre systems for up-coming announcements…that stuff I like. What I don’t like is if these fixes and enhancements are rushed out the door without good Quality Assurance testing. This latest release seems to be a prime example.

My experience was simple. I got notified of the update, I installed it, my system rebooted and I logged back in and I went to work. When I came home, the system was frozen. So I did a hard restart (holding button down for 5+ seconds to shut down and then restarted). After that, my nightmare began. The system would reboot, and then start in an endless cycle of slightly changing screens like it was trying to draw the Login Window but never getting to it and then trying again and again in an endless loop. What the heck!

So, I tried the fcsk fix through Single User mode. I tried disk and permission repair using a TechTools drive partition. I deleted some .plist files. I deleted control panel preferences. I booted in verbose mode to look for the crash information. You name it, I think I tried it.

Just for reference, MacFixIt has numerous thread running about the issues here, here and here. There is also a thread (“After 10.5.3 update the system doesn’t start up”) on the Apple Support forums where I posted my solution (here). The list of issues is very long (and growing):

  • iTunes crashes
  • Time Machine slowness kernelpanic
  • Failure of the update itself
  • Freezing when changing network locations
  • Disk utility error
  • Refusal to boot (MY PROBLEM)
  • CPU spikes
  • Random application crashes and freezes
  • Fan runs more frequently
  • Login Window loop
  • Kernel panics (I only had one)
  • …and probably others

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tivo This post was originally conceived as a rant but now I am writing it as a bit of constructive criticism and advice directed towards Tivo, as well as other companies that do any kind of Customer Service/Support or Public Relations (so that would be most companies out there, right?). We have always been taught that 1 story of something bad that a company did has the same weight as multi-fold good things. It’s always the negative that rises up and is heard by many. When was the last time you heard something good about a company or something that an employee did that went above and beyond your expectations? Hardly ever, right? So to supposedly combat this, companies build up Customer Service departments and spend countless hours developing policies and procedures for dealing with pissed off customers.

I have run a couple of Customer Service teams. These organizations are double edged swords. On one side, talking to pissed off customers can ruin your day and can make you question your position at a company, the company’s product or the company itself. You have to sit and “take it” as someone yells at you or challenges your knowledge of the product or tries to even profess their superiority or intelligence over your own. On the other side is the fact that Customer Service Departments can be huge sources of learning where you get large amounts of detailed information from customers, their likes and dislikes of your product, suggestions, work-arounds, and enhancements for your products. You can even develop some pretty solid relationships through these conversations, and it doesn’t have to be if they are yelling at you or helping you.

It is no wonder that there are new companies coming out to help companies become more visible and more efficiently help, engage and communicate with their customers. Take GetSatisfaction, for example. The have created a platform to facilitate this communication and engagement with the customer or end user, encouraging companies to “get real with their customers.”

So back to my issue at hand and the reason for this post. Small companies are great, they want to make everyone happy. They try hard to excel, to “bend over backwards” and to “go the extra mile.” Tivo was like this many years ago. I remember it well because I signed up with them fairly early. They had (and still have) and incredible product and an equally incredible group of people running the show. But I think what has happened to them is what happens to many companies that grow, they lose sight of how to talk to their customer and become less personal and more machine-like. Procedures are developed, forms created, scripts written, all with the good intention of creating efficiencies and streamlining the support process. But if it is not done well, these Support and CS departments simply become gears in wheel of a machine, churning out stats and meeting quotas. Lost is the focus on the customer and why they requested support.

Believe it or not, my issue with Tivo was only over a $65 charge that I did not feel I needed to pay. But that was not the reason why I was upset. I won’t bore you with the details of my problem (well, maybe I will), but I need to provide a few facts for a frame of reference. 1) I had Tivo service for many many years, 2) I am a huge advocate of their product 3) I participated in numerous beta tests with new iterations of the the Tivo software (I tested Tivo Desktop, Rhapsody and, of course the Tivo software itself, among other things) and, 4) I even tried to publicly help them with some product ideas.

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Small Phoenix Logo.lg_horizYears ago, when space travel was new, people stopped everything just to watch a space ship take off or land or someone walk on the Moon. Those were and still are, HUGE achievements. We have yet to send another manned mission to the Moon and with a huge Federal deficit and a world-wide recession looming, it’s a miracle that space exploration receives any funding whatsoever. Just look at the California School System, Arts and Sciences were among the first programs to be cut. How can the U.S. even think about the next generation of space exploration if children are not even exposed to science, unless the school funding is supplemented in some way to infuse this type of learning into the curriculum.

But I digress from the main point of this post. A new generation of information is truly upon us. Whereas before, the nation and world huddled around the one or two media devices available (TV or Radio) to watch, listen and think about these space events unfold as a collective, nowadays, people have too many distractions to really dedicate time to something as important as landing on Mars. With the frequency of the Space Shuttle launching and landing and main-stream media giving us virtualized space travel daily with Star Trek, Star Wars and Battlestar Galactica, it is no wonder that people just don’t see the importance or grandeur of the Phoenix landing on Mars on Sunday.

I think that NASA has realized that they have to now cut through the huge amount of clutter that pervades the digital mediums around us. It’s a new generation, one of blogs, social networking and texting, where communication is instantaneous. I have to admit, I almost missed the entire Phoenix landing event completely. But the way that I found out about it is part of the reason I’m writing about this. I had just come from a family outing of a Sunday AM movie matinee and decided to check my Twitter account on my iPhone. (For those that don’t know Twitter, it’s essentially a community-based, web-based, instant messaging platform where you have “followers” – people who actively watch what you write – and people you “follow” – people whose status updates you want to read. It was originally launched to allow to to write about, or “tweet”, what you were currently doing or thinking, but has evolved into a mass communication platform to do anything from simple socializing to advanced 1-on-1 PR.) Back to the story…on my Twitter list or feed was a mention that the Phoenix was going to be landing in 3 hours and included a link to the NASA Phoenix website.

Checking out the NASA website, I was able to find out about the various TV broadcasts that were going to happen during the landing event. Once we got home, I got the big screen tuned to the broadcast and started to educate my 3 girls (oldest being 9) about space travel, Mars, science and physics. There was a great couple-minute introduction to the EDL (Entry, Decent and Landing) stage, which engaged the kids a bit. (The linked video is actually a summary of the landing.) Since it wasn’t up to the media supremacy of Hollywood, my kids lost a bit of interest (regained during the actual landing though). With my kids somewhat abandoning me, that is when I turned to Twitter.

The NASA engineers did something very creative this time. They actually set up a Twitter account for the Phoenix Lander for the event and for subsequent missions. You can follow the tweets of the Phoenix here. What I also found interesting, was the decision to make it all in the first person. Once landed, Mars Phoenix declared “Cheers! Tears!! I’m here!” They also have set up the NASA Phoenix Landing Blog.

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I’m not a developer, more of a tinkerer, looking at people’s code and tweaking things. Never had an hour of coding schooling in my life but I can step through some stuff and get the jist of it and even mod it to my own liking (fixed a few WP theme issues and plugins).

There are a couple of plugins that I liked but wished I could create a hybrid of them. I love the WP Automatic Update, but unfortunately, I have issues when activating my plugins (as of WP 2.5). I just installed Plugin Central for bulk updates of plugins and I used to use PlugInstaller until WP 2.5 came out.

So, I’m calling out to a developer to make the following WordPress plugin for me – “Plugin State Saver” (nice name, right?) Here are the features I would want:

  • Ability to name sets of plugin and preserve their active/deactive state
  • Ability to deactivate all active plugins
  • Ability to deactivate/activate a named set
  • Ability to export plugin sets to port to other WP instances
  • Ability to import plugin sets (note these import and exports would be of states and not necessarily the plugins themselves; but that would be great too, if you could export and zip full sets of the plugins)
  • Management feature of sets (time/date stamps, set names, import/export, click to activate/deactive sets)

Pretty simple, right? Well not for me, but I’m sure that someone could bang it out in a weekend. I wish I could! Drop me a comment if you can think of any other features to add to this (like some of the upgrading of plugins that the other ones mentioned above). Also, if you develop it, I will use it and write about it. If something like this exists, please let me know as well. THANKS! [click to continue…]

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Transition from DD-WRT to Tomato on Linksys Router

May 15, 2008

I decided I was tired of waiting around for the next version of DD-WRT to come out (v24) which, as of this writing, was at RC7, I believe. I twittered today that I was tired of waiting and got a tweet back saying that I should check out Tomato and that people were saying some [...]

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Fix it: Cannot Sync iPhone with Any Computer

May 13, 2008

Today I received an email with a plea for help from Rav. The contents are as follows: In desperation I am emailing to you for help or direction. I cannot connect my iphone to any computer ( used different computers and cables). Was able to do so but I think I downloaded software through installer [...]

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Apologies to Rafe at Webware.com!

May 12, 2008

It must be Monday. I must be tired. And I shouldn’t operate heavy social media tools for a while. Today I mistakenly associated Rafe Needleman with TechCrunch, an error that Rafe did not let pass by un-noticed. My job as Technology Evangelist gets me connecting with many people around the world as I try to [...]

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