1 00:00:06,930 --> 00:00:09,960 - Part 3 of the Mobile Device Troubleshooting. 2 00:00:09,960 --> 00:00:14,400 Let's discuss some application issues and wireless issues. 3 00:00:14,400 --> 00:00:16,110 First of all, the apps won't load. 4 00:00:16,110 --> 00:00:18,540 What if you can't load an app when you tap on it 5 00:00:18,540 --> 00:00:20,190 on your smartphone? 6 00:00:20,190 --> 00:00:21,930 Well, the first thing you wanna do 7 00:00:21,930 --> 00:00:23,850 is you want to check that your screen 8 00:00:23,850 --> 00:00:25,260 is actually working properly, 9 00:00:25,260 --> 00:00:27,510 is your touch screen working properly. 10 00:00:27,510 --> 00:00:28,343 Is it clean? 11 00:00:28,343 --> 00:00:31,290 Do you need to replace the screen protector? 12 00:00:31,290 --> 00:00:33,610 You can try power cycling the device 13 00:00:34,530 --> 00:00:36,180 and remove the battery if necessary 14 00:00:36,180 --> 00:00:38,340 and see if the app will come up then. 15 00:00:38,340 --> 00:00:40,560 But a lot of the times what you'll have to do 16 00:00:40,560 --> 00:00:42,660 is update the app. 17 00:00:42,660 --> 00:00:44,190 It might not load because 18 00:00:44,190 --> 00:00:46,920 you hadn't update to the operating system 19 00:00:46,920 --> 00:00:49,080 and then the app won't actually run properly. 20 00:00:49,080 --> 00:00:51,120 So you have to update the app 21 00:00:51,120 --> 00:00:55,140 or uninstall it and install the latest version. 22 00:00:55,140 --> 00:00:56,643 Now, on the laptop, 23 00:00:57,538 --> 00:00:58,896 you may have seen that MSConfig can disable some apps 24 00:00:58,896 --> 00:01:03,090 you may have seen that MSConfig can disable some apps 25 00:01:03,090 --> 00:01:05,990 and you can also do this in the task manager in Windows 8. 26 00:01:07,440 --> 00:01:09,360 If it's been disabled there, 27 00:01:09,360 --> 00:01:10,560 then you're not gonna be able to run it. 28 00:01:10,560 --> 00:01:12,900 And even if you double click it, it might do nothing 29 00:01:12,900 --> 00:01:14,910 or it might give you an error message. 30 00:01:14,910 --> 00:01:18,510 So you wanna see if it's been disabled in that MSConfig 31 00:01:18,510 --> 00:01:19,950 or in the task manager 32 00:01:19,950 --> 00:01:22,170 and re-enable it so that it will run. 33 00:01:22,170 --> 00:01:24,060 And of course, you can also update it 34 00:01:24,060 --> 00:01:26,343 within the control panel if necessary. 35 00:01:28,860 --> 00:01:30,690 Slow performance. 36 00:01:30,690 --> 00:01:34,353 Slow performance could be because of a lot of reasons. 37 00:01:35,220 --> 00:01:37,950 And we talked about this a little bit. 38 00:01:37,950 --> 00:01:42,030 Applications tend to use a lot of power. 39 00:01:42,030 --> 00:01:44,760 CPU power, battery power, 40 00:01:44,760 --> 00:01:47,400 and all this will slow down your mobile device, 41 00:01:47,400 --> 00:01:49,800 especially, you know, what we're talking about 42 00:01:49,800 --> 00:01:52,950 is the smartphones and the tablets. 43 00:01:52,950 --> 00:01:56,130 Now, you can find out what applications you're running 44 00:01:56,130 --> 00:01:57,480 by tapping on the apps key, 45 00:01:57,480 --> 00:01:59,790 by tapping on the apps key, 46 00:01:59,790 --> 00:02:04,140 the apps switching button, which is usually here or here. 47 00:02:04,140 --> 00:02:05,820 And it's an actual thing that you can tap. 48 00:02:05,820 --> 00:02:07,470 It's not on the screen. 49 00:02:07,470 --> 00:02:09,870 And that'll show you the list of apps that are running. 50 00:02:09,870 --> 00:02:11,970 If you have 30 or 40 apps running, 51 00:02:11,970 --> 00:02:13,440 and I see this all the time, 52 00:02:13,440 --> 00:02:14,970 well, you need to close some of 'em. 53 00:02:14,970 --> 00:02:18,420 And what you do is you just swipe 'em, either to the side 54 00:02:18,420 --> 00:02:21,600 or on a tablet, you might swipe 'em up and down. 55 00:02:21,600 --> 00:02:23,130 And that closes 'em. 56 00:02:23,130 --> 00:02:25,650 And you'll find that that frees up your RAM 57 00:02:25,650 --> 00:02:27,510 and it frees up a lot of CPU power 58 00:02:27,510 --> 00:02:30,810 and a battery will last longer and all that good stuff. 59 00:02:30,810 --> 00:02:33,480 And they have programs out there that'll close apps for you, 60 00:02:33,480 --> 00:02:36,870 like, the Task Killer and stuff like that. 61 00:02:36,870 --> 00:02:38,850 So, make sure that you close the apps. 62 00:02:38,850 --> 00:02:39,720 That's the first thing. 63 00:02:39,720 --> 00:02:42,660 Because they will cause the device to run slower. 64 00:02:42,660 --> 00:02:44,610 And on a laptop, if you're running Windows, 65 00:02:44,610 --> 00:02:46,500 you can do Alt + Tab 66 00:02:46,500 --> 00:02:48,960 and that'll, you know, hold the Alt button down 67 00:02:48,960 --> 00:02:50,160 and press the Tab key, 68 00:02:50,160 --> 00:02:52,500 and that'll allow you to switch between the applications 69 00:02:52,500 --> 00:02:54,450 and it'll show you how many are running. 70 00:02:54,450 --> 00:02:56,040 The more applications are run, 71 00:02:56,040 --> 00:02:57,930 the slower the system's gonna perform. 72 00:02:57,930 --> 00:02:59,700 That's all there is to it. 73 00:02:59,700 --> 00:03:01,350 Now, it's all these applications 74 00:03:01,350 --> 00:03:03,420 that tend to slow down the mobile device, 75 00:03:03,420 --> 00:03:06,900 eat up battery reserves, cause a power drain, 76 00:03:06,900 --> 00:03:09,000 or even make the device run hot, 77 00:03:09,000 --> 00:03:14,000 especially GPS programs, games, streaming media apps. 78 00:03:14,190 --> 00:03:15,510 But just about any app 79 00:03:15,510 --> 00:03:18,123 could cause a slowdown in performance. 80 00:03:19,080 --> 00:03:20,850 Also you have the aging effect. 81 00:03:20,850 --> 00:03:24,030 Newer apps don't run so well on older devices 82 00:03:24,030 --> 00:03:27,150 because of the lack of resources. 83 00:03:27,150 --> 00:03:28,770 And so, unfortunately again, 84 00:03:28,770 --> 00:03:30,690 there's not that much you can do 85 00:03:30,690 --> 00:03:35,340 besides removing apps that are might be causing the problem 86 00:03:35,340 --> 00:03:37,230 or again, just closing them 87 00:03:37,230 --> 00:03:39,333 and forced closing them, if you have to. 88 00:03:42,180 --> 00:03:45,150 Now, here's another thing, unable to decrypt email. 89 00:03:45,150 --> 00:03:47,100 I see this sometimes as well. 90 00:03:47,100 --> 00:03:50,250 And I see it, I see two different possibilities. 91 00:03:50,250 --> 00:03:51,450 First of all, it could be 92 00:03:51,450 --> 00:03:55,170 that a person is connecting to an encrypted email system 93 00:03:55,170 --> 00:03:57,990 and they might be using TLS or S/MIME 94 00:03:57,990 --> 00:03:59,610 or something like that. 95 00:03:59,610 --> 00:04:03,750 And you need to make sure that the email account 96 00:04:03,750 --> 00:04:05,850 has been configured properly, 97 00:04:05,850 --> 00:04:09,270 whether it's in Windows or Android or iOS, 98 00:04:09,270 --> 00:04:10,200 you wanna make sure 99 00:04:10,200 --> 00:04:13,320 that you are using the right type of connection. 100 00:04:13,320 --> 00:04:14,260 You don't wanna use a POP3 email account 101 00:04:14,260 --> 00:04:18,420 You don't wanna use a POP3 email account 102 00:04:18,420 --> 00:04:21,210 if you're working with encrypted email. 103 00:04:21,210 --> 00:04:25,050 And let's say, the person is using an encryption, 104 00:04:25,050 --> 00:04:27,330 an account that uses encryption, 105 00:04:27,330 --> 00:04:29,980 you don't want to connect to that with a POP account. 106 00:04:31,230 --> 00:04:34,770 You want to use the correct protocols for that. 107 00:04:34,770 --> 00:04:36,240 You're gonna want to use S/MIME, 108 00:04:36,240 --> 00:04:39,180 you're gonna want to use more than just a POP account. 109 00:04:39,180 --> 00:04:42,240 You're gonna want to make sure it's an HTTPS connection 110 00:04:42,240 --> 00:04:43,620 that's using TLS. 111 00:04:43,620 --> 00:04:45,840 So you have to make sure that the protocol is correct 112 00:04:45,840 --> 00:04:48,423 and you're gonna want to check that on your device. 113 00:04:50,520 --> 00:04:52,800 Now, the second part to that is 114 00:04:52,800 --> 00:04:56,550 it could be that a person is getting their email, 115 00:04:56,550 --> 00:04:59,670 but the attachments cannot be decrypted. 116 00:04:59,670 --> 00:05:02,340 And that could be due to the program 117 00:05:02,340 --> 00:05:03,870 that's being used to decrypt them. 118 00:05:03,870 --> 00:05:07,230 If you're using the built in decryption in Windows, 119 00:05:07,230 --> 00:05:09,270 that might not be what's necessary. 120 00:05:09,270 --> 00:05:12,660 You know, EFS might not be what you want to work with. 121 00:05:12,660 --> 00:05:15,570 You might have to use WinZip or another program 122 00:05:15,570 --> 00:05:19,980 that a person used, like PGP to decrypt those attachments. 123 00:05:19,980 --> 00:05:22,020 That gets more into the security side 124 00:05:22,020 --> 00:05:25,770 and into the encryption and decryption in general. 125 00:05:25,770 --> 00:05:27,210 So, anyways, 126 00:05:27,210 --> 00:05:29,700 if you're unable to decrypt your standard email, 127 00:05:29,700 --> 00:05:32,373 make sure that you're using the right protocols. 128 00:05:34,080 --> 00:05:35,460 Intermittent wireless connections. 129 00:05:35,460 --> 00:05:37,110 Well, we talked about that a lot already. 130 00:05:37,110 --> 00:05:40,830 And you know, you're gonna wanna check for interference, 131 00:05:40,830 --> 00:05:43,020 you're gonna wanna check the distance 132 00:05:43,020 --> 00:05:46,020 of the device from the wireless access point, 133 00:05:46,020 --> 00:05:47,640 and you're gonna wanna check and make sure 134 00:05:47,640 --> 00:05:50,654 that your antennas are installed 135 00:05:50,654 --> 00:05:51,487 are set up in the right direction 136 00:05:51,487 --> 00:05:53,820 are set up in the right direction 137 00:05:53,820 --> 00:05:57,510 if you can use an antenna on a laptop. 138 00:05:57,510 --> 00:05:59,400 And you may want to actually consider 139 00:05:59,400 --> 00:06:03,090 upgrading the wireless card on the laptop. 140 00:06:03,090 --> 00:06:05,670 But generally we're talking interference and distance. 141 00:06:05,670 --> 00:06:07,800 That's what you're looking for with intermittent wireless. 142 00:06:07,800 --> 00:06:11,133 And again, we talked about that a lot in other lessons. 143 00:06:12,390 --> 00:06:14,280 Finally, GPS not functioning. 144 00:06:14,280 --> 00:06:15,690 Well, if GPS doesn't function, 145 00:06:15,690 --> 00:06:18,270 then you can't use your location services. 146 00:06:18,270 --> 00:06:21,390 The first thing you wanna do is you wanna turn on GPS 147 00:06:21,390 --> 00:06:22,773 in your settings. 148 00:06:23,700 --> 00:06:27,450 Either GPS or location services or Geo tracking, 149 00:06:27,450 --> 00:06:29,130 that type of thing. 150 00:06:29,130 --> 00:06:30,810 It depends on what you need. 151 00:06:30,810 --> 00:06:33,210 But you turn on GPS in the system, 152 00:06:33,210 --> 00:06:35,730 that's the first thing you check if it's enabled. 153 00:06:35,730 --> 00:06:39,630 And then you might also have an application 154 00:06:39,630 --> 00:06:42,183 that requested to use GPS, 155 00:06:43,260 --> 00:06:44,790 but you didn't allow that, 156 00:06:44,790 --> 00:06:48,180 you dis-allowed the application access to GPS. 157 00:06:48,180 --> 00:06:51,393 So, you might have to enable that for the individual app. 158 00:06:52,260 --> 00:06:56,520 In addition, you wanna check the entire wireless settings. 159 00:06:56,520 --> 00:06:58,830 Maybe the device is in airplane mode 160 00:06:58,830 --> 00:07:01,083 and that's why GPS is not functioning. 161 00:07:01,980 --> 00:07:03,660 And there might be a security policy. 162 00:07:03,660 --> 00:07:07,290 You know, if you have a BYOD type of environment 163 00:07:07,290 --> 00:07:10,110 where you're bringing your own device into work, 164 00:07:10,110 --> 00:07:13,680 the network administrator might put a policy on the network 165 00:07:13,680 --> 00:07:16,920 and all devices will have GPS turned off 166 00:07:16,920 --> 00:07:18,180 when you enter the building. 167 00:07:18,180 --> 00:07:19,290 You never know. 168 00:07:19,290 --> 00:07:21,570 So, there's a couple things to check for that. 169 00:07:21,570 --> 00:07:23,420 And that's the end of the sub-listen.