Windows Explored

Everyday Windows Desktop Support, Advanced Troubleshooting & Other OS Tidbits

Archive for August 19th, 2010

The Case of the Persistent Logon Prompt

Posted by William Diaz on August 19, 2010

While trying to open an application on her workstations, our user was encountering a logon prompt each time:
Entering her logon info failed to get pass the logon prompt. Clicking Cancel also did not dismiss the prompt and it remained stuck here. The tech handling the call was about to give up and have the application reinstalled, but I was asked to take a look for a second opinion. Read the rest of this entry »


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Back(space)up A Moment

Posted by William Diaz on August 19, 2010

This is rather mundane, but an issue that another technician was unable to resolve required my assistance. The problem was that at random times while the user was typing in any Office application, the Save As dialog box would suddenly open. We also established that he was not using any special keyboard, such as the ones that turn various common commands into a single button or key-stroke paradise or 3rd party kb management software. Nope, just a plain-jane standard usb kb.

Working remote and with nothing to go on, I decide to open Process Monitor.

OK, I’m kidding.

Actually, I asked the user to compose a message while I watched. He was a fast typist but I soon noticed a trend, the Save As would open when he was correcting a typo using the backspace key. The question then became how do you invoke the Save As dialog box from keyboard? F12. Backspace happens to be right under F12 on most standard keyboards. The proximity of the Backspace key to the F12 was probably causing some debris or other electrical quirkiness against the F12 key, too, making it act as if it was being depressed each time Backspace was.

The solution, in case you haven’t caught on by now, was to replace keyboard.

Not all my encounters are this exciting.

And, yes, I just had to take a picture:

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Windows 7 Problem Step Recorder

Posted by William Diaz on August 19, 2010

Windows 7 includes a neat tool called Problem Step Recorder. The idea here is when the user runs into a reproducible error, they can start the Problem Step Recorder to record the actions that led to the error. After the problem has been produced, the user ends the recorder and the actions are wrapped up into a file that can be sent off to their tech support staff. I am eager to see our users submit incidents to us using this. Read more about here:

Video tutorial:

And on both monitors:

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