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An Unanswerable Question

I like to receive questions from subscribers — it's fun to figure out the answer, it helps them, and it gives me an easy way to write newsletter articles. As anyone who has ever written a newsletter can tell you, the hardest thing about writing the newsletter is coming up with the topics for the articles.

Sometimes, though, the writer has a problem that's not solvable by email — or doesn't give enough details about the problem to get a chance at a successful answer.

I received this question this week from a new subscriber.

i cant download anything, niether can listen any sound on web pages
please help

While I can commiserate with this reader, he hasn't given nearly enough information for anyone to provide an effective solution. Further, there's no hint as to his experience level.

The inability to download files could be a significant issue or a trivial one. Similarly, not hearing sounds on web sites could mean that he has his sound muted, his speakers turned off, or that the web site he wants to hear requires a program that he doesn't have installed.

I wasn't able to help him, but I pointed him to help...

I suggested that he find a local friend who can help him walk through the multitude of problems that might cause these results. Or, he could take his computer to a local computer shop.

Basic information anyone would need in order to try to help him by email include things like:

1. the operating system
2. the web browser he is using
3. what happens when he tries to download — details — not just "I can't"
4. what happens when he goes to a web page that has music that he want to hear
5. example URLs of web pages that have sound that he can't hear

The problems could be related or could be totally independent. They could be the results of malware, of file corruption, of settings on your computer, or even — based on his description — be because his computer is turned off and he was just pulling my leg.

If his computer is running, can connect to a web site, but can not download, that will going to prevent almost any remote support via email or even remote control software. For example, in today's world, my first suggestion would be to scan with good antivirus and antispyware software — from a different manufacturer(s) than his current versions - — if he can't download, he'll need someone to download the software for him. Many, but not all, antivirus and antispyware companies offer free fully-functional trials of their products.

There are just too many different ways to have the problems he described. In this case, he needs someone with a working computer to help him solve the problems.

Copyright © 2008-2009 Terry A. Stockdale. All rights reserved.