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In my line of work as a Computer Support Technician at a conglomeration of local libraries, oftentimes at work I am confronted with patrons experiencing issues with their mobile technology. This could be in the form of a laptop / netbook computer causing issues but mostly revolves around tablets or cell phones malfunctioning. One of the most frequently observed problems I have experienced has been operating systems failing to update. Unfortunately, the majority of these issues occur on more modestly specified hardware that may or may not feature upgradeable storage. In short, the device has run out of long term solid state storage and must be cleaned out (if possible) to allow the update. If the end user is working with an iPhone I have to unfortunately recommend paying for extra storage via iCloud. This can be a challenge for people working with limited income, so I do my best to find alternative solutions before recommending a monetary approach to the problem.

One such example of needing to replace the phone happened recently. A patron approached me and described how their phone was endlessly restarting before showcasing the problem to me. Sure enough, the patron could use their phone for a few seconds, perhaps a minute or two, but would then see their phone reboot to a black screen and proceed to the startup display messages. Unfortunately this patron’s phone was caught in a boot-loop and after careful research into the exact make and model of their phone it appeared that the problem was a software bug. This occurred after the latest software updates which meant the problem ran deeper than merely restarting the phone, applying an update or performing a hard reset. Thankfully, the patron had supplemental insurance from their wireless carrier which covered the replacement of the phone. In this case they were lucky; not many people have this kind of a “golden parachute” to get out of a difficult technological situation.

Finally, there are the problems that are baffling to ascertain in the moment but ultimately have simple or elegant solutions. Take, for instance, the endless commentating of an Android phone. What I mean by this is that somehow the patron has activated a feature of their phone wherein the device narrates every action the user performs. To make matters more frustrating, certain tasks like pressing or tapping buttons no longer function in the same manner they did before. So, you have a situation where the technology will not cooperate as it was designed to do and it constantly reiterates what you are trying to do. Thankfully, the problem is fairly straightforward to resolve. On most Android devices the user must press both volume buttons simultaneously for a few seconds to deactivate this mode, also known as “TalkBack.” There are other methods of turning this off and you should double check your device manufacturer, version of Android as well as your version of TalkBack in order to resolve this issue. Now that I am well versed in this particular problem I can rapidly assess and implement the proper procedure to rectify the situation for patrons who come in looking for help.

Not only are the patrons happier for the prompt problem resolution but I am, too, for applying on the job wisdom to help others have a better day with technology.

Thumbnail Credits
"SEG DVD 430 - Printed circuit board-4276.jpg © Raimond Spekking / CC BY-SA 4.0 (via Wikimedia Commons)"
"Hand holding a mobile phone with No WiFi sign © Marco Verch / CC By 2.0