We fix your tech problems
APC and its readers can be one giant helpdesk. If you have a technical problem, chances are one of us can solve it.
HARDWARE
LAPTOP SCREEN PROBLEMS
I have a HP 15-ac152sa laptop that I purchased in 2015. I switched it on recently, and the display showed some kind of tearing effect. Is it worthwhile getting a replacement screen, or can you advise me on a similar model or two-in-one model to replace it? Maranda Greenidge
This might be anything from a loose cable to a failed screen. If you felt brave enough you could try and track down a service manual, then follow the disassembly instructions to see if the problem is as simple as reconnecting (or replacing) the ribbon-like cable that connects the display to the motherboard. If the screen was faulty, a replacement would cost you around $100 including delivery from a screen parts specialist — this assumes you can fit the screen yourself. Alternatively, shop around online for a fully fitted service where a local supplier might come to your location or offer a pickup/ return service. While you might be tempted to purchase a new laptop, we think your machine has a good few years of life left in it, once the screen is fixed, thanks to its spec (8GB RAM, Intel Core i5 fourth-generation chip). For around $300 you could replace the screen and switch its hard drive to a 500GB SSD, which would have a noticeable effect on performance, and would be much better value than forking out on a whole new laptop. Carrie Marshall
WINDOWS
FILE EXPLORER ISSUES AFTER MAY UPDATE
Since the last big May update, I’ve lost both OneDrive and Format from File Explorer. I don’t use OneDrive, so is it important? However, I do need format for my discs. Terry Clark
Unfortunately, Terry didn’t respond to our follow-up email, so we can only give generic advice. Regarding OneDrive, it’s not needed so can be safely ignored if you’re not using it. If you are, check it’s present under ‘Start > Settings > Apps > Apps & features’ under Microsoft
OneDrive. Visit https://go.microsoft. com/fwlink/p/?LinkId=248256 for a direct link to the installer file. Regarding the missing Format button, this may indicate a deeper problem with your DVD writer and Windows itself — start by downloading and running FixWin 10 (https://bit.ly/ fixwin10), then selecting ‘Troubleshooters > Hardware and Devices Troubleshooter’. If this doesn’t work, go to https://support.microsoft. com/kb/314060 and follow the steps from method 3 onwards to see if the suggestions offered can fix your problem. Nick Peers
NETWORK
TROUBLESOME HOMEPLUG NETWORK
In recent weeks I’ve discovered my home wired network – which includes no fewer than four HomePlugs to extend it to different rooms in my house – has started to play up. I’ll periodically lose access to the router from my PC, while my wireless devices continue to
function fine. What’s happening? Dodgy router? Richard Telford
In the course of troubleshooting this problem, we stumbled on the answer: electrical line noise. The more devices on an electrical circuit, the greater the interference generated. Richard had recently fitted new sockets to his front room to eliminate an eight-plug extension lead. This extension had a built-in noise filter. Removing it, and plugging devices directly into the mains, meant interference was being generated on his network. Switching off one of the HomePlugs, along with an Ethernet connected security camera, fixed the problem, but now Richard has to work out how to balance his electrical needs with his network ones. Ian Sleightholm
SECURITY
MY BACKUPS ARE INFECTED
Out of the blue, my antivirus software has started informing me that two old documents in my Time Machine backup contain W97M viruses. As they can’t be modified, what can I do? John Craddock
They’re almost certainly spurious false positives. But before assuming they are, ensure that all other storage connected to your Mac is as clean as a whistle.If any viruses are detected there, that could indicate a genuine problem. Most antivirus products look for files with suspicious signatures. When their definitions
are updated, they sometimes gain new signatures that trigger warnings incorrectly in this way. Check with the vendor’s support site and forums to see if other users are reporting similar problems. Use the app’s settings to exclude the files from scans. Consider switching to a more reliable antivirus tool, such as Malwarebytes (malwarebytes.com/mac) or DetectX (sqwarq.com), which don’t appear to be as prone to such false positives. If you do think these files might be infected or infectious, you’ll need to delete them using the Time Machine app. Find and select the files there, then click the toolbar’s Action button (a cog) for an option to delete all versions. As they’re claimed to carry W97M, they’re only a concern if passed to a vulnerable system, not your Mac. Note that macOS’s built-in security only checks for and removes malware that affects macOS, not Windows. Howard Oakley
WINDOWS
WHAT, NO REGISTRY BACKUPS?
I recently read an article on WindowsReport. com that claims Windows 10 no longer stores Registry backups by default. The article claimed that “[Users] still think that System Restore is backing up their system on a regular basis. In fact, no backup files are stored on your system even though it says, ‘The operation completed successfully’.” Is this true? Jack Couper
The author of the article has mistakenly conflated the fact Windows 10 switches off System Restore after every major update with a Knowledgebase article admitting that, “The system registry is no longer backed up to the RegBack folder starting with Windows 10 version 1803”. This latter article (see https:// support.microsoft.com/kb/4509719 for details and remedial action to take if you’re personally affected) referred to an obscure scheduled task that used to run automatically at startup to create backup copies of the Registry files. Experienced system users could use these backups to repair Windows when it wouldn’t boot and System Restore points failed. For the average user, this is not a major issue – many people won’t even have the scheduled task set up or running, and a better way to protect your system is with a drive-imaging tool such as Macrium Reflect Free (www.macrium.com/reflectfree. aspx). More importantly, you should type ‘system restore’ into the Search box and click ‘Create a restore point’. If System Restore is off on all your drives, select your system drive, click Configure and choose ‘Turn on system protection’ to rectify the problem. Nick Peers
MEDIA
NO METADATA IN WMP
What’s happened to the metadata provider for Windows Media Player? I’m running Windows 7 and I’ve been unable to pull in any information when ripping CDs since the end of June. Nicola Leclero
This is because Microsoft has removed its old metadata provider – fai.music.metaservices.microsoft. com – which affects Windows Media Player in Windows 7 as well as Windows Media Center in Windows 7, 8 and 8.1. It doesn’t, however, affect Windows Media Player in Windows 8, 8.1 or 10. It effectively spells the end of Windows Media Player in Windows 7, but thankfully there are thirdparty alternatives you can try. We recommend MusicBee (https:// getmusicbee.com), which gets its metadata from other, universal sources so won’t stop working any time soon. Ian Sleightholm
“Experienced system users could use these backups to repair Windows”.