Beginner Monday–More Terminology

So there’s a lot of users in the workforce that confuse terminology, and inadvertently say the wrong thing to their IT support. This post is about correcting some of those misperceptions. That way, when you talk with your Tech Support, you can say the right things (hopefully) and get them on the right path. Because if you say server, and you mean wi-fi, you can send your tech support down the wrong path (and thus take a lot longer to fix your issue).

1. Network – This is any setup that allows one computer to talk with another. Any method that allows two computers to interact is a network. There are a lot of types of network, but there are two categories that most users care about: wired (or LAN), and wireless (or WI-FI). More on these terms later.

2. Server – This refers to an actual machine type, called a server. It has a special operating system. There are three versions, Windows Server, Linux Server (which has several sub-versions, called distros), and Unix Server. Some applications are accessed on a server. Some network items are done from servers – such as your account and relevant password, anything done by Citrix, emails, websites, and much more.

3. LAN/Wired network – This is when you plug a network cable into your laptop/desktop/netbook. It uses a special type of cable, the most prolific of which is known as an “ethernet” cable, or RJ-45. It looks like a phone plug, but larger.

4. Wireless/Wi-fi – This is a huge up-and-coming technology. Like anything else in computers, there are several types. But for simplicity’s sake, we’ll leave it in general terms, and just call it “wireless”. There’s been some misconception about wireless – it only refers to networking, nothing else. For some reason, a lot of people think that it refers to wireless power (thus no need for a charging cable), which is absurd.

Wireless networking requires two items: a wireless router or wireless access point, and a wireless-capable device. The device is usually a tablet, cell phone or laptop. The “wireless” is only between these two items. Some confusion is people thinking the router didn’t need to be plugged into the wall. There still need to be power and network cables between the router/AP and the wall; just not between the router/AP and the laptop/device.

The general range of wireless is a couple of hundred feet if you’re really crazy lucky. House walls and lots of power lines and metal construction can interfere with signal. Most of the time is pushing it after 50 feet in real-world conditions.

5. Bluetooth – this is a type of wireless that requires a special mention here. It’s a type of radio signal (similar to your car radio), but with a very short range; about 35 feet. It has to be “paired” with devices, so the bluetooth-capable device has to have a passcode to connect. The most common use of bluetooth technology is between a cell phone and headphones. Though, it can be used between a computer and other devices: printers, speakers, docking stations, keyboards, mice, and even between a computer and a cell phone or another computer.

6. Internet – This is the network of all networks. It is a network of networks. Connecting to anything beyond your own building/house/structure is almost certainly going to the Internet before it gets to the destination. The Internet carries the signal from computer to websites or other buildings/cities/countries.

7. Intranet – This is an internal network, meaning it’s only accessible if you’re connected to the same network as the other device (the internet doesn’t count, as it’s not one network, it’s millions of networks). Some portions of a company’s network can only be asked if you’re on the same network; some websites, email, etc. If your intranet is not available, that doesn’t necessarily mean that your internet is down. The reverse is also the case; just because the internet is down, doesn’t mean your intranet is not working. If both are not working, then it’s a local network issue, or a problem with your PC not connecting.

Monday – Backups and You

Okay, so today’s topic is backups, and how they apply to you.

What is a backup?

First off, let’s discuss what a backup is NOT. A backup is NOT another copy of the file on the same disk. This throws a lot of people off. Sure, a tech might make a 2nd copy of a file they are working with to ensure they have a quick restoration option, but it’s not a true backup, regardless of what it seems.

A backup is a copy of a folder, file, database, or system that exists entirely on a separate physical device. That last part is KEY. In order for a backup to be a backup, it cannot be on the same piece of hardware. I can’t re-iterate this enough. It must exist on another drive, such as another hard drive (internal or external), a flash drive, a CD/DVD, a server file share, or even in a cloud backup like Google Drive or Microsoft’s Skydrive.

“Why, JR? If it’s a second copy, why isn’t it a backup if it’s on the same drive?” – Good question, Reader. And the answer lies in disaster recovery.

Disaster Recovery

Disaster Recovery is, as the name implies, recovery from a disaster. But in the scope of our conversation today, we’re referring to disasters to computer components and peripherals. Disaster Recovery can be quite expensive and time consuming, or quick, easy and cheap. Which method you need or take advantage of is up to you.

Disasters come in all forms in relation to computer equipment: fire, dropping, electrical shock (including static discharge), water, and yes…user stupidity. Don’t deny it – every single person who’s used a computer has been guilty of it at some point. The trick is admitting it to themselves, and learning from the experience, instead of lying about it just to save face.

Backup Option #1: A Separate Hard Drive

There are two types of hard drives, internal and external. An internal hard drive is analogous to the C: drive we’re all starting to be familiar with. But it is a physically separate hard drive – just installed inside your computer’s tower. This is frequently (but not always) given the designation of F: drive, though the letters mean pretty much nothing at this stage.

An external hard drive is basically the same thing, but outside your tower. Probably connected by a USB cable, network cable, eSATA cable, or Firewire (more on the specifics of these connection technologies later). It’s a separate physical device, and is thus a prime candidate for use as a backup media.

Some external hard drives come with software to perform backups, but Windows 7 has its own backup option in the Control Panel:

You can backup either specific folders (such as your My Documents and My Music folders, for example), or you can backup your entire system. Just remember that you can only restore what you backup. So if you only backup a couple of folders, you can only restore those same couple of folders.

Backup Option #2: Backup to a server

This is usually only an option in companies that employ file servers (which most mid- and large-size companies do), or in the cases of home users that set up a home server. Most home users do not, as it’s usually more economical to use an external hard drive.

In these cases, a section of the server is set aside for each user, or group of users, for them to save files to. These server-hosted files are backed up (if the sysadmin has any sense) periodically, with frequency determined by use and criticality of the files on the server. Setting up the backup frequency, location and duration (and the recovery thereof) is determined and managed by the sysadmin(s). So in setting this up, if you’re using company equipment and servers, is usually already done for you. If using a home-based file server, talk to whoever controls the server.

Backup Option #3: Cloud-Based Backup

In the past couple of years, a number of cloud-based file backup options have emerged:

• Dropbox
• Box
• Google Drive
• Microsoft Skydrive
• Mozy
• And about a thousand others

 

Why you should care about all this

Your IT can only do so much, so you need to keep in mind what your role is in all this. If you do not take the necessary steps to protect your own data, then it can (and eventually will) be lost forever. It is YOUR responsibility to protect your data, not your IT support. But they can give you the tools to protect yourself.

If you keep all your files on your own PC (frequently referred to as the “C: Drive”), then you need to create a 2nd copy on another drive. Remember above where I said that a backup must be at least two separate copies on two separate devices? Well, your C: Drive is one device. You need to put the 2nd copy on another drive.

Your IT support may give you a “home” drive or a network drive assigned to you. These are on a server, and are not on your PC. That meets the 2nd device rule if you save a copy on there. And most companies will back that server drive on yet another media, making a THIRD (or even more) copy.

There are other network folders, often referred to as “shared folders”, which are in essence identical to the home drive described above, except that they are accessible by more people.

So YOUR job in this role is to make sure you save a copy of any important/critical files in this fashion. IT cannot make you (well, they can, but that causes other problems in most companies). If you are a laptop user at work (or even home), this is ESPECIALLY important, and even has less possibility to have IT automate any backup of files.

 

JR, you harped on our role in backups. Why?

Because I still take calls and tickets from users who did no backups, and then accidentally delete one or make changes and saved them without thinking. And invariably, they ask if I can restore a backup of a file. I would ask where the file was originally saved, and they might say “the ‘My Documents’” folder (a folder on the aforementioned C: Drive). I ask if they made a backup, because we don’t/can’t backup files on everybody’s C: Drive.

They would say no, they expected us to do the backup. Wrong. We provide the tools, but if the USER doesn’t use them, then the end result is nothing gets done.

You see, IT is a toolbag. A bag of tools. We don’t do your job. We make your job possible, easier, more efficient, more accurate. We do not do it for you. If we did your job for you, we wouldn’t need you, now would we?

Wednesday–What is VPN, and What is it used for?

So on Monday, I covered the difference between Intranets (there are many thousands) and the Internet (of which there is only one – no Highlander jokes). And, if you read that topic, you’d know I ended it with a parting note about VPN, and how it can connect one from outside to inside.

“Wait, JR. Does that mean you’re about to show me how I can in two places at once…digitally speaking?”

Yes. That’s exactly what I’m going to talk to you about today.

NOTE: Today’s discussion uses the word “company” a lot, even though intranets and VPN connectivity is not solely the purview of businesses. This topic can apply to any private network, be it a charity, or even your home network (which is almost always a type of intranet, whether you meant to or not). The use of the term “company” is to represent all these circumstances for today’s discussion.

VPN – Virtual Private Network

So last Monday’s post alluded to a certain type of privacy – network privacy. People on the outside could not connect, or even SEE the intranet on the inside of a company. So that means an intranet is a network that private for that company or organization. It’s not meant to be accessible to anybody who types in a URL into a web browser.

But what if you can’t be at work? Perhaps you’re snowed in. Perhaps you’re on a working holiday. Perhaps you’re on a business trip to some conference and you have your laptop. Whatever the reason, you need to connect to your company’s intranet while not actually being at your company. How might one connect when you can’t even get to the network you need?

The answer: VPN, or Virtual Private Network

VPN is used to create a virtual (as opposed to actual) private connection. In other words, it simulates actually being connected to your company’s network, even though you aren’t.

Does this mean you’re suddenly transported, a la Star Trek, to your company? No, of course, not. We’re not at that level of technology, yet (dammit). But your computer thinks that you have.

So, you’re now at your home, or your hotel, or poolside at some swanky beach resort….AND you’re connected to your company’s network back in the 7th Circle of Hell (or Cloud 9, if you have a kick-ass job). Thus, you are virtually in two places at once. Neat, huh?

JR, How does this work?

Well, there are several methods with which this is accomplished. I won’t go into all of the overly technical details on it, but the basic concept comes down to one word: tunneling.

What all these methods do is create a sort of tunnel, created by encryption. It’s a two-end tunnel – one end at your laptop, the other end at your company. The “walls” of the tunnel are built and fortified with very strong encryption.

So, Why Couldn't I Just Create A VPN to Anything?

Because, even though it’s virtual, a tunnel still needs to be built – just like any physical structure. And like any structure, one needs tools to build it properly. Otherwise, it will all just fall down – if it ever gets upright in the first place. And, as any carpenter will tell you, there are almost always multiple versions of a tool, with some working better than others, and some are specialized for a specific job.

So we need tools to build our tunnel, and there are many to pick from; from the built-in functionality of Windows (which requires a specific configuration of Windows Server on the company side), to Palo Alto’s Net Connect to Cisco’s VPN Client software (both of which also require complementing server configurations).

We also need encryption keys, usually four: two to encrypt and two to decrypt. Once everything is set up, each side (your laptop and the company’s server) each has a pair. One key encrypts the traffic, and the other decrypts it for use. These keys are created and handled by the software I was mentioning in the previous paragraph. The whole package, then, is the tool bag that creates the tunnel.

So that’s why I can’t see my company’s intranet from home? Because I don’t have the right tool bag?

In essence, yes. Without the right tools, the correct tunnel cannot be built, and you’re out of luck for now. If you’re interested in getting the right tools, see your company’s network administrator or helpdesk – they will know how to set it up for you (though, be warned that you may be restricted to using company laptops only, or have to be granted specific access to use it).

So that’s all I need? A laptop, and the software my company’s IT gave to me?

Uh…not quite. There is one more tool that’s the required: The Internet.
“Wait, what? Didn’t you say that my Intranet and the Internet were two different things?” Yes, but to create a tunnel, you have to have something in which to create it. There is still a signal that needs to be carried; encrypted or not. The Internet carries that signal from your swanky beach resort pool to your company’s server.
Why do I mention this? Only because MANY a helpdesk analyst has been called by somebody who’s home internet is down, but won’t understand why they can’t get access to their intranet from home.
The Internet carries ALL computer signals (and most TV and phone signals) beyond your house; and TO your house. So if there’s no signals coming from or going to your house, then even encrypted/tunneled signals aren’t going, either.

So who do I thank for all this complexity?

Thank your network engineer at your company. Most of you will never meet or even talk to him or her. It’s their job to make sure it works, and it’s there job to make setting all this up on your end as painless as possible.
NOTE: I am not a network engineer. Those guys are paid VERY well, and for good reason. I just know enough of the “basic” concepts to pass it along to end users, like most of you reading this blog. Trust me when I say that network engineers earn every penny they make, to make your job easier (and in some cases, to make it possible).

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Questions, comments or feedback?  Comment below or email me at jackrockblc+blog@gmail.com

del.icio.us Tags: IT,Internet,Intranet,VPN,Privacy,Encryption,Cisco,Palo Alto,Tunneling

Monday’s Beginners–Intranet vs. Internet

So there are two buzzwords that people like to throw around. Intranet and Internet. Surprisingly, very few users actually know the difference.

The Internet

So, a little while back, we covered the difference between the Internet and the browser. The first part of that discussion applies here. If you would like a refresher, you can read that article here.

In short, the Internet is a GLOBAL Network of networks. It spans the entire world, and exists in one form or another in pretty much every country in the world. It consists of millions of computers and networks, which can (and probably does) include your company’s network, or at least a part of it.

The Intranet

So this is a part that screws up a lot of people. And to be fair, the difference is rarely explained properly to them. The simplest, most direct (and correct) answer I was able to come up with is this: Intra = within || Inter = between

This means the Internet is a net(work) between networks. This also means an Intranet is a net(work) within the network.

“Wait, JR. What are you talking about?” Good question. Let me explain how it works in terms as it applies to our discussion here today.

See, the Internet is what we use to connect to computers all over the world – an INTRAnet is used specifically within the organization to which you belong (usually your company). It is also only accessible inside your company (as in, you must be in your company’s building, connected to the network, or LAN, to access it). You would not be able to access an intranet if you were, for example, at home – since your home network is not part of your company’s network (even though you work for said company), it’s not going to work out.

Yes, yes. I can hear a lot of people who have a little more tech knowledge say “What about VPN?'”. And they would be right to ask such a question. VPN allows somebody on an outside connection (say, from home) to connect to an intranet. But it’s beyond the scope of this discussion today. For now, we’re discussion just the differences between INTRAnet and INTERnet. Maybe I’ll cover VPN on Wednesday’s topic.

 

Comments?  Questions? Feedback?  Leave a comment below, or email me at jackrockblc+blog@gmail.com.

 

del.icio.us Tags: Internet,Networking,PC Terminology,Intranet

Monday’s Beginners: Address vs. Search bars

So I figured I’d run with a particular bone in many analysts’ shoes: the address bar, and what it really is (and is NOT).  As a helpdesk agent, and as a PC technician, I’ve fielded calls from users who didn’t know the difference between the Address Bar, and the Search Bar.

You see, when we ask somebody to type an address into the Address Bar, and you type it into the Search Bar, it causes different reactions on your computer.  This is especially problematic when typing such things into a company-owned computer instead of your home PC (the reason for that is the subject of next week’s post).

Here’s a screenshot showing the difference on Google’s page.

And MSN’s home page (the default home page of Internet Explorer):

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In the Address Bar, one can type the search terms you want (i.e., what you want to search for), OR, you can type in the URL or web address.  A URL starts with “http”, and has dots and frequently slashes in it.  A good example is “http://www.google.com”.  Later browsers sometimes leave out the “http://” portion, but it is assumed.  It’s there, but the browser doesn’t show you, for simplicity’s sake.

In the Search Bar, you should only type in terms you want to search for.  You can phrase it like an actual question:

“What is the omnibar in Google Chrome?”

or, you can simply type in a few key words.  Remember here that the more you type, the more specific your results will be, but the more likely that a page you need will not show up in the listings.  So more is not better, here.

However, if you type only one word, you may have too many results, making it difficult to find a good page.

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Here’s the main tip to take away from this: Don’t type the web address (URL) into the search bar.  Yes, it may get you eventually to where your going, but it takes a lot longer, and sometimes counterproductive (which we’ll cover next week).

Remember that a URL is an address.  Just like the address on your house.  So typing a URL into the Search Bar is like writing down the address on a piece of paper, driving over to the local post office, and asking them what address this address is at.  See what you did there?  You asked what address that address is at….kinda redundant, isn’t it?  And once you bring intranets into the picture, that may turn up a negative result.

So URLs (web addresses) into the Address bar, and search terms into either the Address Bar or the Search Bar.

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Questions, comments or feedback?  Comment below or email me at jackrockblc+blog@gmail.com

del.icio.us Tags: Browsers,Internet Explorer,Firefox,Mozilla,Chrome,Google,MSN,Bing,Address Bar,Search Bar,URL

Monday’s Beginners–Basic Terminology

So a good first post to start with, methinks. 

Many times, I’ve fielded calls and requests from people who use the wrong terminology.  Sometimes, it’s genuine lack of knowledge.  But, all too often, it’s somebody who not only doesn’t know what he/she is saying, but they are using these terms to sound smarter.  This is detrimental in so many ways.

You see, using the wrong terminology puts us on the wrong path to solving your problem.  If you say the problem is with your hard drive, but the problem is actually on your telephone….well…we might spend a LOT of time making no headway.  That’s expensive in the “time is money” thought, and wastes not just my time, but YOUR time, as well.

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So let’s start with the basic components of a desktop PC:

1. Tower – The actual computer itself; the brain.  This part is what does all the actual “computing”. 
Frequently used (but incorrect) terms: CPU, Hard Drive, Modem (though, the tower can, and usually does, contain these items)

2. Monitor – This is just for display.  It doesn’t do any actual “work”, it just shows you the results of the Tower’s work.  NOTE: Turning off the monitor does not turn off the actual computer at all.

3. Speakers – these are for hearing the sounds from your PC.  Most modern PCs do not contain speakers inside the tower, so these usually need to be purchased and installed separately.

4. Keyboard – For typing

5. Mouse – For moving the pointer around the desktop

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Now, let’s focus on what you see on the display:
 
1. Desktop – This is the screen that shows up after you finish logging into Windows.  It includes the background picture, (this example is the default, but most people change it), any icons, the taskbar, and any widgets you may have activated.
Frequently used, but incorrect, terms: Home Page, “My Main Screen”
2. Start Button – the round button in the lower left of the display (though, it CAN be in other corners, but this is usually not done)
NOTE: The Windows 7 Start Button looks quite different from Windows Vista and prior versions of Windows – Older versions actually said the word “Start” on them.  Windows 7 no longer does.
3. Task Bar – Technically, this is the entire bar from the Start Button all the way to the Notification Area, and everything in between.
4. Notification Area – Though frequently called the “System Tray”, this is technically incorrect.  However, all helpdesk analysts and technicians will know what you mean.  Most of us use the term “System Tray”, anyway.
5. Home Folder – This is new in Windows 7, but functions as a collective of the My Documents, My Pictures, My Videos and other folders. 
NOTE: This is user-specific, meaning the Home Folder for John has different files than the one for Debbie.  But to see your Home Folder, you must log in with your username; if somebody else logs into Windows, their Home Folder will appear instead.
6. Shortcuts – The little arrow in the left corner of an icon means it is a shortcut.  It’s not the file itself, just a shortcut to get to the actual file or program.  You can delete a shortcut, and not affect the file/program at all.  It will just make it harder to get to next time (though, this is easily fixed).

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And the last thing to know for today’s post is the Start Menu:
 
Your start menu can, and WILL look different than mine.  In fact, I work on one of four separate computers at any one point in time, and they all have different-looking Start Menus.  But the layout is the same, in general, as long as you’re comparing the same version of Windows.
As time goes on, and you use your PC more often, the Programs that show up here will change.  It’s based on usage, meaning the more frequently you use a program, the higher up on the list it will appear (on the left side only; the right half of the Start Menu is pretty static, but later lessons will show you how to change this to some degree)
The layout shown above is for Windows 7 (Starter Edition was used for the example).  The layouts for Windows Vista and Windows XP will differ considerably.  But a user gets to the Start Menu in the same way in all three versions – click the Start Button.

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That’s all for today.  It’s a very basic overview of terminology, but we all start somewhere. If you have any suggestions, feel free to comment on this page, or email me at jackrockblc+blog@gmail.com.