troubleshooting

Why does my iPhone screen go black when using Facebook?

Episode 1505

George from Victor, MT
Apple iPhone 7 and 7 Plus

George has an iPhone 7 Plus and the screen goes black when he's in Facebook. Leo says that it's possible that his case could be squeezing the phone, causing it to shut down. Also, restarting the phone once a week will clear out any code that could cause problems.

Scooter X says that in iOS 9, there was an issue where Facebook would go dark. So George should make sure he's updated. While he's at it, he should just uninstall Facebook and download and reinstall the app. There could be a problem with Facebook. There was something similar happening a few years ago.

Why can't I connect my iPhone to my TV?

Episode 1505

Tim from Murrietta, CA
Apple TV 4K

Tim has an iPhone 6S and when hooking it up to his smart TV, nothing happens. The TV says it has the signal, but nothing happens. It has worked in the past. Leo says that it sounds like HDCP may be the issue. That's digital copy protection. Everything in the chain has to be HDCP compliant to work. But that should only be an issue if he's watching YouTube or a movie. It should work with photos and home videos no problem. Tim says a friend's iPhone works though. Leo says it sounds like an iOS issue, then.

How can I figure out what's wrong with my PC monitor?

Episode 1504

Steve from San Diego, CA
Dell Inspiron

The monitor of Steve's Dell Inspiron has finally bit the dust. Leo says it's probably the cable that has gone bad or worked its way loose. He should try to change the monitor cable. If that doesn't fix it, he should swap out the monitor and see if that's it. Once he has eliminated the easy stuff, then he can look inside the computer. These days, the video card is wired into the motherboard, so that means either replacing the motherboard or getting a new computer. But he should try the easiest stuff first.

Why don't my laptop speakers work?

Episode 1494

Mark from Escondido, CA
Headphone jack

Mark has an HP laptop for a backup when his other PC is busy. The internal speakers are not working now, but USB headphones work. What can he do? Leo says that if he can hear sound through the headphones, that means his sound card driver is working. And he can't really replace the hardware anyway because it's soldered to the motherboard. The miniJack, however, doesn't work. Leo says that points to the headphone jack being broken. If he's handy with a soldering iron, he could fix it. But that also doesn't solve the speaker problem.

Why does my computer slow down so much?

Episode 1488

John from Las Vegas, NV
https://commons.wikimedia.org/wiki/File:Windows_10_Logo.svg

John built a Windows 10 machine, upgrading from Windows 7. But now it's slowing down while playing videos and he has to do a hard reboot to restart it. Leo says there's a setting in the video driver that is for "hardware acceleration." If it's on, he should turn it off. If it's off, he should turn it on. That may fix it. He can right click on the desktop, then click through the following: personalize, display, change display settings, advanced settings, graphics property box, troubleshooting, change settings, display adapter troubleshooter for hardware acceleration.

Why can't I visit a certain website?

Episode 1483

Alan from Murrieta, CA
Website

Alan has been having issues visiting a website on his computer, but his wife can do it on hers. Rich says that it could be that if Dave had installed a program recently, it could be interfering with his web browser. Another possibility is that Dave's Java isn't updated. He should try updating that. Also, Dave should turn off all of his browser extensions. If he can access the site after that, then he'll know that an extension is the culprit. To find out which extension is causing it, he can just go in and turn each extension on one by one until the site doesn't work again.

Is my Roku busted?

Episode 1479

Alan from Lynn, MA
roku.com

Alan has a Roku Ultra, and after a month, it's starting to get out of sync, and it doesn't matter what app he's using. The video speeds up, but the audio stays the same. Alan has called Roku and they said to remove the apps and reinstall them. Unfortunately, it didn't fix the problem. Leo has a hunch it's a defective Roku device. Leo would demand they replace it. It may be a bandwidth issue, but Leo isn't convinced.

Why did my webcam stop working after removing malware?

Episode 1478

Melanie from Irvine, CA
HP Webcam

Melanie finally managed to get her Gmail fixed. After the computer tech removed malware from her computer, her webcam doesn't work. Leo says that there's a lot of people out there that know a lot about computers and considering how bad tech support has gotten, they can be valuable help. But sometimes they can break more than they can fix, and this is one example of that. Leo suspects that while the tech was cleaning out the malware, the malware attached itself to a file and it was then removed. Or, he wiped out Melanie's browser plugins. It's hard to tell.

Why can't I upgrade to macOS High Sierra?

Episode 1477

Bob from Danville, CA
macOS High Sierra on MacBook Pro

Bob has a 2011 MacBook Pro with an SSD. Now he's trying to upgrade to macOS High Sierra and he's having issues. Leo says that it's looking for the original drive, and since Bob installed it as a secondary drive, it keeps looking to install on the first drive. The simple solution is to swap his drives and put the SSD as the main drive, and the other drive as his second hard drive.