We fix read­ers’ com­put­ing prob­lems.

APC and its read­ers can be one gi­ant helpdesk. If you have a tech­ni­cal prob­lem, chances are one of us can solve it.

APC Australia - - Contents -


I re­cently in­stalled a pro­gram and now I find that my Win­dows 10 PC has slowed to a crawl. The app is ob­vi­ously to blame, but how am I sup­posed to re­move it when ev­ery­thing keeps hang­ing and crash­ing all the time? Can you help? Ed­die Oswald

If you can get into Win­dows 10, click Start and hold Shift as you se­lect Restart. When the ‘Choose an op­tion’ screen ap­pears, se­lect Trou­bleshoot > Ad­vanced Op­tions > Startup Set­tings and click Restart. When the boot menu ap­pears, press 5 to launch Win­dows in Safe mode, then re­move the trou­ble­some pro­gram via Start > Set­tings > Sys­tem > ‘Apps & fea­tures’. Once re­moved, restart your PC and it’ll boot back into nor­mal mode, with your prob­lem hope­fully rec­ti­fied. Mayank Sharma


I’m run­ning Malwarebytes Anti-Mal­ware Premium and I’ve started get­ting mes­sages telling me that the real-time pro­tec­tion is switched off. If I try to switch it back on again, it doesn’t seem to work — it ap­pears to be linked to the web pro­tec­tion mod­ule. Can you as­sist? Al­bert Lechaude

Malwarebytes’ web pro­tec­tion layer helps block web­sites marked as ma­li­cious from a range of pro­grams, in­clud­ing Skype as well as your web browser. Ver­sion 3.0.6 was sup­posed to fix a range of real-time pro­tec­tion is­sues, but this prob­lem per­sists for many. First, open Malwarebytes and go to Set­tings > Pro­tec­tion. Now scroll down to the Startup Op­tions sec­tion and flick the switch marked ‘En­able self-pro­tec­tion mod­ule early start’ to On. Re­boot your PC and see if the prob­lem now fixes it­self. You may still get a warn­ing about the web pro­tec­tion mod­ule be­ing switched off from time to time, but click­ing the but­ton to re­solve it should now work. Nick Peers


What’s the most ef­fi­cient way to ob­tain soft­ware up­dates for my iMac and Mac­Book with­out ex­ceed­ing my broad­band cap? Colin Heaton The largest up­dates you’re likely to need are to macOS it­self. Rather than down­load­ing them from the Mac App Store, check Ap­ple’s sup­port pages ( sup­port.ap­ple.com) a day or so af­ter re­lease. Search for some­thing like ‘macOS 10.12.6’, and get the smaller, in­cre­men­tal up­date (which up­dates only from the ver­sion im­me­di­ately be­fore its tar­get), not the much larger Combo ver­sion. These are de­liv­ered as disk im­ages, which you can copy to and re­use on ad­di­tional Macs. Mac App Store apps can be copied from one Mac to an­other, but you may be asked for your Ap­ple ID to reau­tho­rise the sec­ond one. See ap­ple.co/29b5KzD if you have trou­ble. OS X Server can cache up­dates for macOS, apps, per­sonal iCloud data, and other store down­loads when one Mac re­quests it, and dis­trib­ute it to oth­ers as needed, but this im­poses its own over­head. Ian Sleightholm


My Mi­crosoft Maps app has stopped work­ing. I ran a trou­bleshooter that in­di­cates the Maps’ cache is cor­rupt. Please help! Alan Or­rell

The Off­line Maps cache is the cul­prit here, and there are three main ar­eas you can in­ves­ti­gate in or­der to try and

re­solve the prob­lem: Set­tings, the cache folder and fi­nally the Reg­istry. Here’s how to in­ves­ti­gate fur­ther. 1 Click Start > Set­tings > Sys­tem and then se­lect ‘Off­line maps’ from the left pane. If you’re able to, try click­ing the ‘Delete all maps’ op­tion or chang­ing the stor­age lo­ca­tion to see if that is able to re­solve the prob­lem with Maps. 2 If that doesn’t work (or the ‘Off­line maps’ page load­ing gets stuck), browse to the fol­low­ing folder and delete all of its con­tents: C:\ Pro­gramData\Mi­crosoft\MapData\ diskcache\BundleS­tore. Try Maps again. With a lit­tle luck it should work this time. 3 Still no joy? Press Win­dows-R, type regedit and En­ter. Browse to HKEY_LOCAL_MACHINE\SYS­TEM\ Maps. Look for a Stor­age key — if it doesn’t ex­ist, right-click Maps and choose New > Key and name it ‘Stor­age’ . 4 If the key al­ready ex­ists, look for a Map­sPre­ferredDe­viceGuid value in the right pane. Right-click this, then choose Delete to re­move it and re­set the off­line maps cache back to its de­fault lo­ca­tion on your C drive. The Maps app should now work cor­rectly. Nick Odantzis


I have got my knick­ers in a twist, hav­ing for­got­ten what pass­word I orig­i­nally used when set­ting up Last­Pass. I want to start over by clear­ing out the old pass­word, but I keep go­ing around in cir­cles. Is there a set pro­ce­dure I should fol­low? Bryan Lit­tle If you’re try­ing to re­cover your mas­ter pass­word, then your op­tions are sadly lim­ited since Last­Pass has no record of it stored for ob­vi­ous se­cu­rity rea­sons. If you’ve pre­vi­ously man­aged to log on suc­cess­fully with your mas­ter pass­word, then open the browser you logged on through, go to last­pass.com/

re­cover.php and fol­low the prompts. If suc­cess­ful, you’ll ac­ti­vate a lo­cally gen­er­ated one-time pass­word that will en­able you to gen­er­ate a new mas­ter pass­word, or — if you’ve up­dated the mas­ter pass­word within the last 90 days — re­vert back to the pre­vi­ous one. If this fails, you’ll have to re­set your ac­count — this will free up your email ad­dress for use with Last­Pass, but all your ex­ist­ing saved data will be lost. Go to last­pass.com/delete_ ac­count.php?np=1 if you’re happy to go down this route, as Bryan was. Cat El­lis


How can I eas­ily trans­fer emails from my old in­ter­net provider to Gmail? Ber­nadette Wal­lis You could sim­ply for­ward them on to your Gmail ad­dress, but the fol­low­ing tech­nique is quicker, and should work with other cloud providers such as Hot­mail too. We’ve used Thun­der­bird here ( get­thun­der­bird.com), but you should be able to adapt it to your own par­tic­u­lar email client. 1 Log into your Gmail ac­count at mail.google.com us­ing your web browser. Click Set­tings and se­lect the ‘For­ward­ing and POP/IMAP’ tab. Scroll down, se­lect En­able IMAP and then click Save Changes to ac­cess Gmail through your email client. 2 Open your email client and add Gmail as an ad­di­tional ac­count — in Thun­der­bird, se­lect Local Fold­ers and click Email un­der ‘Cre­ate a new ac­count’. Skip the new ad­dress prompt, type your Gmail ad­dress and pass­word and click Con­tinue. 3 Leave IMAP se­lected, then click Done. You’ll need to sign in to Google and au­tho­rise the con­nec­tion to com­plete the process. Thun­der­bird will now be­gin to down­load all your mail (in­clud­ing any fold­ers) — you don’t have to wait for it to fin­ish. 4 Now you can now sim­ply trans­fer your mes­sages by drag­ging them from your old email ac­count into the de­sired folder on Gmail (you could set up a ded­i­cated folder for this pur­pose). They should au­to­mat­i­cally sync on­line when you’re next con­nected. Rob Mead-Green

“Rather than down­load­ing them from the Mac App Store, check Ap­ple’s sup­port pages a day or so af­ter re­lease.”

En­able ‘early start’ to re­solve web pro­tec­tion is­sues.

Re­move trou­ble­some apps us­ing Safe Mode.

OSX Server’s Cach­ing ser­vice can make Mac App Store up­dates avail­able lo­cally to save your in­ter­net band­width.

If chang­ing the stor­age lo­ca­tion or man­u­ally delet­ing the off­line map cache doesn’t work, you’ll have to nav­i­gate to the reg­istry and cre­ate a new ‘ Stor­age’ key.

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