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09/20/2011 09:10:10 AM · #1 |
I mentioned in the thread about my 7D problems that I was unable to open Microsoft Excel. Yesterday I spent hours with Microsoft support taking remote control of my computer to try to sort out the problem. First they removed and re-installed Excel with no success. Then they removed and re-installed the whole Office Suite and it was working. Until I shut down the computer for the night! At this stage the computer installed 15 updates. Lo and behold this morning I was back to square one. I emailed the guy at support a few hours ago, but having not had any response I went back to Google. Yesterday I couldn't find anything, but today I was sure it was the updates, so I knew what to look for.
Without too much trouble I found this link:
When Windows Update Makes Things Worse
In two minutes I had found and removed the offending update and Excel now opens.
Now if I just knew why Microsoft support didn't know what to do. The whole thing took about 4 hours yesterday and it was all unnecessary.
Edit: typo
Message edited by author 2011-09-20 11:35:30. |
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09/20/2011 09:32:39 AM · #2 |
Working in tech support (in a related tech industry) I can tell you that a company's tech support and especially a particular individual, does not always know everything. Before I worked here, I had an understanding that somehow tech support was all-knowing. There is SOOO much out there that can cause issues that you have not heard of before. Frequently, I have to take down the symptoms and then research the problem with a web search myself until I happen across a clue or someone else that has had the same issue.
For example, when Mac OS 10.7 was recently released, we got a call that scanning to a shared folder would not work to a 10.7 computer. Naturally, the technician called us as the first line of support, not Apple (Since the problem surfaced when using our equipment, and we will actually attempt to help). After some googling I found out what the problem was is that Apple switched out the very compatible open-source SAMBA package for their own internally developed protocol stack, and it does not support all the legacy SMB functions. I have since found that the problem is occurring with various makes and models throughout the industry. Whether or not Apple fixes it remains to be seen. They may now feel they are big enough that everyone else needs to comply with their standards.
Message edited by author 2011-09-20 09:34:34.
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09/20/2011 10:30:17 AM · #3 |
this kind of stuff can and does happen, with Microsoft, Apple, and others. I had a recent go-around with this. After installing Win7 SP1, my Microsoft Streets & Trips 2010 no longer opened. No response by Microsoft to posts to their tech forums. This went on for a couple months, until someone (not me) went to the trouble of stopping/starting services individually, and discovered that the problem was related to the Microsoft service that enables tablet input. Since I don't need that service, I disabled it, et voila! So, even though Microsoft wrote and sells both products, they were not able (or willing) to provide a solution. Again, it's not just Microsoft, it's pretty much everybody.
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09/20/2011 12:18:59 PM · #4 |
| dont ever bother with calling tech support, search the internet, you'll always have better success. the people that really know how to fix problems dont work for the companies, they are members of online communities. |
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09/20/2011 12:25:48 PM · #5 |
 mike_311 that's what I usually do. I was trying to find a solution on the internet but my father decided to phone Microsoft. I'm not sure I would have worked it out yesterday because my computer also had some sort of virus in the last couple of days and at first I thought the two things might be connected. But once the problem had been sorted out and then recurred as soon as I shut the computer down, I was sure an update was to blame. Luckily only one update was specific to Excel and it proved to be the right one.
Message edited by author 2011-09-20 12:27:01. |
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