AppleCare Technician Training program: a follow-up

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Regarding the AppleCare Technician Training program (mentioned here last time): Canada Several readers pointed out that, despite the quote from Apple stating that the program was only open to U.S. residents, the Terms and Conditions page includes a statement about residents of Quebec, implying that the program is also available to Canadian residents. Indeed, additional text from the source we quoted last time stated: "Initially sold only in the United States, AppleCare Technician Training will soon be available in Canada. Apple is working on the details of International distribution." What the program is not Just to be clear, purchase of this Training program does not include the cost of taking the certification exam. Further, "successful completion of the service certification exams does not imply any authorization by Apple to perform repairs nor to conduct business directly with Apple or on Apple's behalf." In other words, passing the test does not make you an Apple Authorized Service Provider, eligible to do warranty repairs. Personally, I am curious if purchasing the program or passing the test will give you access to Apple's private Service Source web site material. A technician's view Finally, Apple Technician Tim Sitkiewicz offers this somewhat negative assessment of the program (we make no claim that this is a representative view): "The materials Apple provides are not that great. In my experience, I can troubleshoot a problem using my own common sense, 85% of the time and only then do I go to Apple's materials to validate my assumptions. The MacTest Pro software rarely ever finds a problem and when it does, it's usually an incorrect diagnosis because of an incompatibility with the MTP software. The take-apart information is very useful though, especially with the new iMacs."

MasterJuggler and disappearing fonts in list: the solution

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Bryan Forrest writes: "We noticed when we upgraded to MasterJuggler 2.03, that all of a sudden fonts were disappearing from our list. The fonts were open, but they didn't show up in our open fonts list in Juggler. We called Alsoft, who confirmed this software bug." We asked Alsoft for more details on this matter and they replied: Actually, all he needs to do is turn on the option "Show all open files in open list." Here is our standard reply: There is a minor issue in MasterJuggler 2.0.3/2.1. This problem will exhibit itself by open fonts not being displayed in the Open Files list. Until we are able to produce an update do the following to work around the problem. Launch MasterJuggler, select Options from the Special menu. Locate the "Show all open fonts in open list" option and enable it. Save the change that you made to the MasterJuggler Options and all the open fonts will now be displayed in the Open List allowing you to close them at any time.

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AirPort Software 1.1: Software Base Station and Ethernet network access; Modem init string modifications

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Regarding the new AirPort Software 1.1 (see MacFixIt Extra): Software Base Station and Ethernet network access Michael Salesin has been experimenting with using his G4 (with an AirPort card) as a Software Base Station to his iBook. So far, all the file sharing and Internet access functions have been working fine. However, setting the G4 up as a Base Station switched its AppleTalk and TCP/IP settings from Ethernet to AirPort. This appeared to be the cause of a problem: Mike could no longer print to his Ethernet-connected printer - either from the iBook or the G4. The work-around, at least for printing from the G4, is to switch the settings back to Ethernet when the AirPort connection is not needed. Hopefully, the next update to the Software Base Station (which Apple admits is currently only a "preview" version) will fix this. [Note: This limitation is confirmed in the About AirPort file: "The AirPort software base station only supports printing using TCP/IP."] Modem init string modifications Michael Miller found that AirPort Software 1.1 apparently eliminated one option present in 1.0 that he found helpful: the ability to modify the init string of the Base Station modem.

Epson Stylus Driver Update 1.0ES: a further reply from Epson

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Regarding our previous reports of problems with the Epson Stylus Driver Updater 1.0ES (which is now available again): A representative from Epson's Advanced Product Support group re-asserts that Epson has been unable to duplicate any of these problems. He adds: "I would suspect that the customers who are experiencing issues may be having extension conflicts or that they may not have all the necessary Mac OS or application updates needed for compatibility." He did note that after installing the Update, it is important to: "Select the printer icon in the Chooser and its Port connection. Failure to do this step will occur in an error and is because installation of the updater deletes the preferences. This is the reason we must reselect the printer in the Chooser." By the way, the file has now been renamed MAC_STYLUS_UPDATE_1.SEA.hqx (see this related item).

Logitech cameras and tech support: Logitech replies

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We know we said that the last posting on Logitech would be the last (we probably already devoted too much "ink" to this matter). But we finally received a reply from Logitech's Michael Doyle (Senior Manager, Customer Support). So, to be fair, we are posting this excerpt from it: Please let me assure you that Logitech does not consider the Mac to be an inferior platform nor would we ever belittle Mac users for their choice of systems. Logitech has and continues to produce Mac related products. In fact, we have in the past and continue to deal directly with Apple to produce OEM products, such as mice, which ship with their systems. It is important to note that Logitech's current retail product lines are definitely focused on the Windows/Intel platform. Again, this isn't to say that we feel Windows/Intel is superior. It is simply the business we have chosen to pursue in the retail area given our resources and expertise. Where it makes business sense, we try to leverage our Windows/Intel products by creating drivers and software for the Mac platform. The email goes on to respond directly to Jennifer Reed's description of her interaction with Logitech Tech Support (see previous item): I can state with certainty that if one or more of the customer support representatives in my organization made a habit of making such statements to Logitech customers that I would have seen far more complaints. I am not claiming that Logitech's customer support never makes mistakes nor that we do not have the occasional incident in which a customer does not receive the optimal level of support. [However], I believe these incidences to be the rare exception rather than the rule. Finally, the message confirms again that there is indeed a new version of the QuickCam Pro camera and that the new version does not work with the Mac. However, contrary to previous reports, Mr. Doyle writes: "We are currently working on Mac support for the newer QuickCam Pro. I apologize, but I do not currently have a date for the release of that software."

Mac-to-NT FTP access may have problems

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Richard Radke forwarded me a copy of an email sent from a web host provider to a client who was having difficulty with ftp access to their files. Apparently, the files were stored on a machine running Windows NT: "You may experience difficulties connecting to your Website via FTP from your Apple based system. We have found numerous postings on this topic on the Web and in newsgroups, and have confirmed this to be a problem. This is a design change in Service Pack 6a to the Windows NT Operating System. We have reported this problem to Microsoft, and spoken to their engineers. A case has been opened with the following number: SRX991228602825 and the problem seems to stem from the tcpip.sys file updated with SP 6a. Though it is our interpretation that there will likely be little action taken on this problem in the near future, Microsoft has promised to update us later this week." We have received no other reports of this problem as yet.

Microsoft KnowledgeBase access problem

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John DeMillion notes (and we can confirm) that when you try to go the Microsoft KnowledgeBase main page, you no longer wind up at the expected full-featured version of the page. Instead, you are routed to a Personal Support Center page "for those browsers that don't support JavaScript," even if your browser does support JavaScript. This happened to me both with Explorer and Communicator. Even if you try to go to the Knowledge Base from the link near the bottom of this Mactopia page, the same thing happens.

Utilities Updates: IPNetMonitor; ClipPad; textSOAP; Sleeper; TattleTech; more

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IPNetMonitor 2.4.2 is the latest update to this integrated set of Internet tools for monitoring your connection to the Internet. IPNetRouter 1.4.8.1 is the latest update to this utility that allows you to share your cable modem, ADSL, or dial-up Internet connection with your entire LAN. You can also use multiple IP interfaces at the same time (such as Ethernet and OT/PPP for example). EmptyTempFolder 1.6.3 is an update to this utility that deletes files from the invisible Temporary Items folder. It fixes a spelling error, and selecting multiple files then hitting trash actually deletes all the unused files. ClipPad 1.6.1 is the latest update to this clippings editor. It added the ability to drop a folder on ClipPad's Finder icon. complete clipping file management utility available. ClipPad handles text, sound, and picture clippings as well as Internet Location Files (ILF). Fileinfo Peeper 2.32 can do what the Finder's Get Info command can do plus more (editing Type and Creator codes, for example). Program Switcher 5.0.1 is an update to the just released 5.0 version of this application switching utility. textSOAP 2.6 is the latest version of this text cleaning utility. The update features numerous new cleaners (20), many bug fixes, additional AppleScript support, and an improved custom cleaner editor. Jeremy's CSM Bundle 2.1 is a package of Control Strip Modules, designed to work with Apple's Control Strip or the third-party Extensions Strip. Version 2.1.0 introduces the G3 and G4 Temperature Module and the Server Mode Module, and has bug fixes and enhancements to several of the modules. IP Showcase 2.0 shows your computer's IP address when it's connected to Internet. You can copy it to clipboard and even send it as e-mail, and no additional e-mailer is required. The Apple Startup Set 5.0 replaces the "Welcome to Mac OS" startup with the name and picture of your Mac. DebuggerTools 1.0 is a simple set of applications to activate and deactivate MacsBug "on the fly." SETI@home 2.0.2 is the latest update to this program that "downloads and analyzes radio telescope data" in search of alien life. And still in beta: Sleeper 3.2.1b7 is the latest revision to this screen saver and energy saving utility. This beta release also corrects compatibility problems with Mac OS 9's Multiple Users feature, improves the Sleeper Strip control strip module, and expands Sleeper's scriptability. TattleTech 2.81b10 is the latest beta version of this hardware/software profiling utility. (Thanks, Steve Chelotti.) StartEmUp 2.0b1 restarts the items in your StartUp Items folder (useful after a program such as Disk First Aid quits them all). It can also quit running processes and delete items in the Temporary Items folder. Virex 6.1 RC is the latest beta version of this anti-virus utility. Eudora Internet Mail Server 3.0b6 fixes a few bugs from the previous beta version.

Odds & Ends: Mac Help error; Software Update freeze; Audio Update miscellany; Acrobat versions (again!)

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Mac Help memory error: the solution The other day I started having a problem where, every time I tried to do a search in Mac Help, I got an error that said there was not enough memory to perform the operation. Deleting the files in the Help Preferences folder fixed the glitch. Software Update freezes/stalls (okay now?) Several readers reported freezes or long stalls when running the Software Update control panel. The program would get stuck at the stage where the "barber pole" bar is on. We have not been able to duplicate this. However, after having this problem for a day or two, Kenneth Graham found that the problem went away. Perhaps there was a temporary glitch at Apple's end. On a somewhat different note, Robin Walker could not get Software Update to work when connecting via a web proxy. Audio Update 1.3 miscellany Arved von Brasch found that his problems with Myth II were remedied when he updated to Myth 1.3.1 and Audio Update 1.3 (see previous report in Troubleshooting QuickTime 4.1). Also good to hear, a MacFixIt Forums thread asserts that updating from Audio Update 1.2 to 1.3 fixed a freeze that was apparently caused by the 1.2 version. However, we have received other email describing system crashes that began only after updating to version 1.3. Although these may be isolated cases, rather than a general issue, we continue to track this. Yet more confusion over Acrobat versions Amidst the continuing confusion (see item from last week) regarding Acrobat 4.05 vs. 4.05a vs. 4.06, an Apple Tech Exchange thread (thanks, Casey Common) adds a new wrinkle. It suggests that Adobe has posted a "new" version of 4.05 (4.05a?), with the only change being a new option whose main purpose is to promote Adobe's new Create Adobe PDF Online service.

Do you have a potential Late-Breaker? Email us and let us know.

Recent hot spots on MacFixIt... Reports & Extras AirPort Software 1.1: What's New Troubleshooting QuickTime 4.1 (and Audio Update 1.2) Troubleshooting Y2K Bugs MacFixIt's Year in Review: 1999 AirPort: Not Yet Ready For Prime Time? Troubleshooting Mac OS 9 Report The new iMacs Power Macintosh G4 The iBook and AirPort Top Troubleshooting Stories of 1999 (& "Why Crashes" Expo session) MacFixIt Downloads MacFixIt Sherlock Plug-in MacFixIt MacHeadlines Lite

Recent hot spots on MacFixIt Forums... Forums Troubleshooting Mac OS 9 Forum Apple Hardware Fall 99 Forum Top Ten Most Visited Topics January 2000 Bad Blocks and TCP/IP Dropouts Modem Connect Speeds Quark 4.04 & OS 9 - "Stalls" IomegaWare Update 2.1.1 Install Problems Discussion [poll] Mac OS 9 RAM Usage Quicken 2000 Y2K Issue Eudora 4.2.2 Slows Everything Down Under OS 9 Memory (RAM) Allocation/Reallocation Work around for StyleWriter 4000 series Netscape users: Please Read

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