Articles in Category: Leo’s blog

Leo’s less formal, more random and occasional commentary on all things technology, business and Ask Leo! related, along with some philosophy at times as well.

So You Want to Work a Helpdesk

What’s most important when trying to help people struggling with technology?

A Viking warrior standing in a rugged landscape, holding a large shield with the word 'Security' emblazoned on it. The Viking wears traditional armor with a helmet, displaying a powerful and determined expression. The background is a dramatic, cloudy sky, with the warrior prepared for battle, symbolizing the strength and vigilance of security.

In Search of Perfect Security

Perfect security is a myth. What’s important is to pay attention to the trade-offs you make.

The Deep, Dark Secret Behind Ask Leo!

Not long ago, I came up with the words to describe part of what I do. It was kind of a secret… until now.

An image illustrating the concept of piracy versus legal alternatives for software. On one side, an open laptop shows a warning symbol and the word 'Piracy,' with dark, shadowy tones surrounding it, representing theft. On the other side, the same laptop screen shows free software options with bright, positive colors. Between them, a person is reaching towards the ethical side, with a thoughtful expression. The background subtly reflects a global setting, with subtle references to technology education.

Why Can’t the Poor Just Pirate Software?

Commercial software can be expensive. Can you just pirate software if you can’t afford it? You can guess my answer, but even better: theft isn’t necessary.

A large sports stadium filled with thousands of people, with a focus on the crowd, illustrating the idea of being one in a large group. In the foreground, a person stands alone in the crowd, but the attention is clearly on the mass of people, not the individual. In the background, subtle hints of digital elements, such as faint ads or security icons, blend into the scene, symbolizing the concepts of online privacy, security, and targeted advertising.

Why I Keep Saying You’re Just Not That Interesting

Many people are concerned that they are specifically targeted by hackers, advertisers, and others. Nope.

Do You Really Need to Reply?

One way to reduce the amount of email you get is to reduce the amount you send. One way to do that? Think twice before replying.

An over-the-shoulder view of a gray-haired elderly person using a computer. On the screen is a video call with several children ranging in age from 5 to 16, smiling and chatting with the person.

You’re Never Too Old!

“I’m old” is a frustratingly common complaint. I talk a little about how that mindset might get in the way of the incredible opportunities technology presents.

A Viking warrior standing tall, dressed in traditional Viking armor and furs, holding a modern mobile phone in his hand. The Viking has a long, braided beard and is wearing a horned helmet, with the rugged landscape of a Nordic fjord in the background. The phone glows slightly as he looks down at it, juxtaposing ancient and modern worlds.

Thou Art Not Too Old: Viking Edition

Legendary thoughts on aging.

Why Do Things That Aren’t Broken Keep Changing?

Change is inevitable. But sometimes, an online service’s improvements are viewed as just the opposite by some.

A photorealistic image of a frustrated user sitting at a computer with a blue screen error. The scene should show a cluttered desk with open forums and complaint posts on the monitor, depicting user frustration over unresolved bugs. The background includes sticky notes with various technical error messages. The overall mood is one of frustration and confusion, with the user looking exasperated.

Why Didn’t Microsoft Fix This Horrible Bug?

Not all bugs will be fixed or fixed quickly. Not all bugs are even bugs.

A computer desk with an open laptop showing an error message related to ransomware (CryptoWall), a few external hard drives, and a person looking distressed. In the background, you can see a family photo frame, and the overall scene should convey a sense of data loss and urgency.

A Story of Data Loss and What Could Have Been

I repaired a friend’s machine’s hard disk failure only to discover something much, much worse.

A frustrated person sitting in front of a computer screen filled with error messages, yet looking away with a confused expression.

Get Better, Faster Answers by Reading What’s in Front of You

I vent a little about people missing what’s right in front of them (including myself) and then discuss why taking the time to read what your machine is telling you is so important to a less frustrating experience with your technology.

Are We at Risk of Losing Our Digital Information Over Time?

Technologies change, media wears out, and hardware that we once took for granted becomes difficult to find. How does all this impact the archives of our digital lives?

The Technology Behind Ask Leo!

Over the years, the technology that runs Ask Leo! has changed a little. I’ll give you an overview of the current state of affairs.

The concept of 'support email black hole'. A frustrated person looking at a computer screen with an email icon disappearing into a black hole.

Why Don’t Companies Answer My Email?

It’s not uncommon for email messages to companies to disappear into a black hole. I’ll look at why that might be and steps you can take to reduce the odds of it happening to you.

Your efforts will pay off fortune cookie.

Do We Really Need to Get Used to Things?

“Getting used to it” might not always be ideal, but being open to it can result in surprising improvements. Besides, you’re doing it already almost every day.

Publicly posting email and phone on a "Hello my name is" badge

Are You Giving Away Your Privacy?

We rail against intrusions into our private affairs and private information and then post our private information publicly. Where’s the logic in that?

A serene individual meditating in a tranquil setting. The person appears calm and centered, seated in a traditional meditation pose in front of a desktop PC, illustrating a blend of mindfulness and technology. Surrounding them are floating digital icons, including a cloud, folders, and error symbols, symbolizing technological stress. These icons are depicted as being calmly ignored by the meditating person.

Dealing With Inexplicable Change?

Yes, I deal with frustrating changes too. It’s not that I never get frustrated; it’s what I choose next that makes for a much happier experience.

A cluttered desk in a home office setting. The desk is covered with a variety of technology gadgets such as a smartphone, a tablet, external hard drives, and a soldering iron. In the center of the desk, there's a computer with its screen displaying open code, possibly an IDE or text editor filled with programming code. Nearby, a coffee mug, The scene is illuminated by the soft glow of the computer screen and a desk lamp, creating a cozy yet dynamic workspace that reflects a deep passion for technology and coding. This setup symbolizes the fusion of personal interests and professional expertise, typical for a tech enthusiast or software developer's desk.

I Don’t Claim to Be a Journalist

My background is most assuredly not journalism. I bring something else entirely to the table: experience.

A scene that metaphorically represents the challenge of learning the technical language of computers and technology, similar to learning a new spoken language. Imagine a person standing before a giant, glowing computer screen filled with complex technical diagrams, code, and jargon. The person looks intrigued but slightly overwhelmed, holding a dictionary of computer terms. In the background, diverse symbols and icons of technology, such as circuit boards, USB symbols, and cloud computing icons, float in the air, signifying the vastness of technology's language.

Terminology Matters

When it comes to technology, it seems like there’s a whole ‘nother language to learn. Using the right terminology is important to being understood and getting your problems resolved.

Concept image of the six most common questions and answers on a signpost.

The Secret Behind Ask Leo! I Know Less Than You Think

I know less than you think I do, but I make up for it with a very important skill — a skill anyone can benefit from improving.

Everything Is Awesome!

A movie I watched reminded me that we are surrounded by awesome. I need to do a better job of reminding myself, and you, of all the awesomeness I see.

Image in the style of a Renaissance painting, depicting a scene where a scholar from the Renaissance era is holding a magnifying glass, examining a collection of objects that symbolize modern technology - like a computer, cloud symbol, smart home device, and network cables. The objects should be creatively integrated to appear as if they belong in the Renaissance period, with a prominent question mark woven into the scene. The painting should have the rich color palette, detailed textures, and depth characteristic of Renaissance art

Why I Don’t Believe in Conspiracies

There are many conspiracy theories in the tech industry. I’m a hard one to convince, and you should be, too.

Wait.

In which I diagnose an issue online and come to an interesting conclusion.

Is Outsourcing Tech Support Evil?

Cost-cutting by sending tech support overseas is often derided as a terrible move, but it’s not the location that matters, it’s the quality.

Midjourney generated "20 year service award"

What I’ve Learned Answering Questions for 20 Years

It was 20 years ago today I started having something to say.

Why I (No Longer) Avoid BitLocker

BitLocker is a fine encryption program if used properly. The problem is that it’s too easy for the average user to skip steps that could result in data loss.

Ignored by Online Services? Remember, You Are Not the Customer

When free services seem to change arbitrarily, it’s easy to wonder if they’re paying attention to their customers. They probably are — just not the ones you think.

Why Do People Create Free Software?

Free software exists for reasons ranging from pure altruism to pure deceit.

The One Thing Every Non-Technical Person Needs to Know

If there’s one precaution I want everyone to embrace, it’s this.

Why Ask Why?

It’s common to ask “Why?” when it comes to computers. It’s also common to be frustrated with the answer.

Why I Rarely Panic

I have a fairly laid-back style, but I feel it’s with good reason. So much of we hear about just isn’t panic-worthy, even if news reports make it seem like it is.

“Right to Be Forgotten”: Misguided and Misleading

“The right to be forgotten” is a misleading and ineffectual technique to prevent people from finding information on the internet. Bottom line: it can’t work.

My Favorite Question

My favorite question? You’ll never guess. Hint: it makes my job super easy, and you don’t want that.

How Do I Permanently Close My Account?

I often hear from people wanting to close an email account for one reason or another. The problem is that closing an email account is often the wrong solution to their real problem.

Security: It’s a Spectrum, Not a State

Many people want to be secure, not realizing there’s no such thing.

Why Are There So Many Internet Jerks?

The internet, and social media specifically, seems like a breeding ground for jerks. Did it actually create them, or just expose those already among us?

Don’t Call Yourself Stupid

Some people call themselves “dumb” or “stupid” when it comes to computers. There’s little that frustrates me more.

Avoiding Tech Support Scams

What do you do when you suddenly find yourself on the phone with a scammer? Step One: Be Skeptical!

Why UEFI?

UEFI is a replacement for the original BIOS that’s been running computers for almost a quarter of a century. UEFI allows manufacturers to take advantage of the security capabilities of the machines they produce.

On Confidence and Technology

Confident computing: it’s what you can expect, and a reminder to me of what I’m trying to deliver.

Let’s Talk About LastPass

LastPass recently announced that vulnerabilities were discovered in the LastPass vault. The question is… did they then do the right thing?

Is There Really A Reason to Hide From Your ISP using a VPN?

I discuss the recent decision by the U.S. Congress to roll back rules relating to privacy and internet service providers, and whether a VPN is really the right solution for most people.

To Video? Or Not to Video?

How much value do you receive from Ask Leo! video blogs? You can tell me.

You Can’t Un-Ring a Bell

An overview of what happens to your data when you post online. Once posted, it gets copied faster than you may think!

One of the Reasons I Think Backups Are SO Important

I have a good reason to always be talking about backups… Once upon a time everything was lost.

Focusing on Security and Privacy

In the first of a periodic series on increasing privacy concerns, we look at “HTTPS Everywhere” from the Electronic Frontier Foundation.

Giving Thanks

In which I give thanks for many things, including you.

Could My Car Get Hacked?

The technical answer is, “Yes.” And this gets more interesting when we consider the “Internet of Things” – but is this something to worry about?

The Perils of Digital Archiving

So much of our important data is stored digitally now. But what does that mean for future archives? Will our important documents, images and music be readable one hundred years from now?