PC Pest Control
Exterminate your system's bugs with this essential toolkit.Stuart J. Johnston
For Karl Kasca, it was the upgrade from hell. Kasca, an information researcher in Pasadena, California, thought installing a critical update to Windows 98 would solve a few annoying problems he'd experienced in Word and Outlook. Instead, bugs within the update caused countless new problems. For starters, during the installation process, the Office 2000 update began spitting out error messages. To get rid of them, Kasca followed the complex instructions in a Knowledge Base article, but he still couldn't open Word. Then after 3 hours on the phone with Microsoft tech support, Kasca finally got his PC working again. "By then we had mutual empathy like prisoners of war and their captors," he recalls.
Kasca still had to face repeated reinstallations of Office 2000, multiple rounds of editing Windows Registry settings, and endless reboots. But those efforts were just the beginning. (Don't get him started on the Outlook glitch.) "It took almost a day to get the problems sorted out, and even then things weren't working perfectly," says Kasca. "I'm the sole proprietor of my business, and any time I spend figuring out PC problems is time that I lose on work for clients."
The Bug Blues
Kasca's experience, we're sad to say, is all too common. And we won't see an end to the bug problem anytime soon. For one thing, at PC World we continue to receive tons of complaints from you, day after day, about all kinds of computing snarls. (Keep those e-mail missives coming.) It's clear to us that traditional bugs within programs--say, where your financial app makes wacky calculations--still happen. (See last month's Bugs and Fixes for details about snafus in Microsoft Money 2001.)
You also have to factor in all the new things a PC is expected to do, along with the various devices we now hook up to it--a recipe for incompatibility headaches. Yet other problems are due to our being so tightly wired to the Web. Not only is our universe rampant with as many bad bugs as before, but the scope of the troubles is widening. Holes appear that can allow hackers to access your system remotely and run riot.
To find out why today's software is still so buggy, we talked to companies like Corel, Lotus, Microsoft, Network Associates, and Symantec. These companies feel, first of all, that the computing world is more complex than ever. They argue that they can't possibly predict every single hardware and software incompatibility or test how users will put their machines through their paces. In addition, some of them insist that problems happen partly because of consumers' lust for new and better features.
Software developers claim that the latest programming tools enable programmers to write considerably higher quality, cleaner code. And Microsoft feels that the buggy software situation is improving--although Scott Culp, security program manager at Microsoft's Security Response Center, adds this caution: "You've got systems getting more and more complex at the same time that the tools and testing are getting better."
Certainly, today's programs provide many more features than before and allow us to do more stuff. For instance, most e-mail apps let you send a newsletter as an HTML page rather than as plain text. But do greater capabilities mean more bugs? Experts believe there are fewer bugs per line of code now than in the past. But there are many more lines of code, too, increasing the total number of bugs.
Par for the Course
At the other end of the spectrum, some advocates for users believe we've become too complacent; we simply expect bugs to show up as a matter of course. According to Steve Gibson, security pundit and founder of Gibson Research, bugs should not exist in properly designed and tested software. "If the handle of your car came off, you'd be really upset, because [the defect is] inexcusable; but very similar, nonlethal things happen on your computer all the time, and you take it for granted," Gibson argues. "There's this responsibility put on the user [for problems] that aren't the user's fault."
At the technical level, Richard M. Smith, chief technology officer for the Denver-based Privacy Foundation, believes that many of the current problems users encounter have to do with drivers for USB devices--pieces of code that control devices like your scanner or DSL modem, for instance. These drivers usually come from the hardware manufacturer. "The quality control on many of these drivers is awful," Smith adds.
It's a Bug's Life
With the explosive growth of the Internet, we report a lot of security flaws in Bugs and Fixes these days. Both Netscape Navigator and Internet Explorer are vulnerable to hackers eager to take advantage of every hole they can find.
How much should you worry about these new security bugs? Experts say it's important to keep your guard up. But they point out that most holes in browsers and e-mail products are theoretical weaknesses. In other words, most of them haven't been exploited by the bad guys by the time the flaws have been detected and patches for them released.
Steve Gibson blames the overheated software development schedule for a lot of the trouble with bugs. Ship dates are often based on arbitrary promises by the software company or on the business's need to pump up earnings in a given financial quarter. Such pressures, though, lead to mistakes by programmers who are just going too fast. But it doesn't have to be that way. "I contend perfection is absolutely achievable," says Gibson.
In the meantime, if you're having trouble with your operating system, your office suite, your browser, or any other applications you use, you'll find some practical solutions in these pages. "Top Tips for Busting Bugs" lists ways to help keep your PC bug-free. Check out "Utilities to Keep Your System Humming." And consult "Friends of the Infested" to discover some of the Web's best sources of useful advice about software and hardware bugs.
Bug-Free Future?
The glint of a long-term solution to our buggy world is visible in the distance. You've probably heard about application service providers (ASPs) and the development of Web-based software. With today's slew of services, you don't have to plonk down a few hundred bucks for a shrink-wrapped software package; instead, you have the option of going online to access an app for a monthly or yearly fee (or for free, in some cases). Right now, a bunch of Internet-based office suites, financial software, and project management programs are available. The idea is that we'll pay for software services just as we now pay for phone service. (For a full discussion of ASPs and Web-based software, see "So Long Shrink-Wrap?")
Bugs can emerge in Web-based apps as well, but here's what happens: Instead of your having to download a fix, the ASP automatically updates the software on its servers. The downside? Apps continuously change outside your control. Plus, updates could introduce new bugs.
Web-based software has advantages, but not everyone views the arrangement optimistically. Richard M. Smith believes we will never be completely free of bugs. "Software is just too complicated [for companies] to get all the details right in every circumstance," he contends.
In any case, each vendor has a responsibility to fix bugs quickly and properly. And as far as we're concerned, the sorry state of software today reflects a continuing failure to meet that obligation. This means that for the immediate future our systems will remain susceptible to the kinds of problems that Karl Kasca endured. "We're able to play the programs in our Office suite like violins, but when they don't work, neither do we," says Kasca, "and when we get stuck in seemingly infinite loops, we despair."
Let's hope that someday soon we'll be playing more symphonies than dirges with our software. At present, however, the outlook remains rather bleak--and we don't plan on holding our breath while we wait for a rosier future to arrive.
Essential Fixes
If you haven't had time in the past few months to deal with your PC's misbehavior, we've got you covered. Here's our PC Survival Guide, a collection of must-have fixes for operating systems, office suites, browsers, e-mail software, and other common applications.
Operating Systems
The folks at Microsoft are nothing if not consistent. No matter which Windows environment your PC has, you need some crucial fixes to keep your system running smoothly.
Windows 98: The original Windows 98 is a fairly stable system, though it has minor problems with certain Plug and Play devices. To download Service Pack 1, which fixes these and other problems, go to Windows Update, click Product Updates, and scroll down and select 'Windows 98 Customer Service Pack.' Or go to this Microsoft Windows 98 downloads page. If you have Windows 98 Second Edition installed on your system, you don't need to get the Service Pack. SE includes the Service Pack as part of its release. That said, SE did carry its own small set of snafus, such as shutdown problems with networked drives on computers. For Microsoft's SE fixes, go to Windows Update, click Product Updates, and then select the patches available for Windows 98 SE.
Windows Me: If you upgraded to Windows Me--depending on your PC's configuration--the journey may have been rocky. Early adopters reported all kinds of frustrations with hardware incompatibilities, faulty modem connections, and Internet Explorer troubles. Microsoft has posted suggested solutions to a broad range of problems. Visit Microsoft's Windows Me support page, and click Solution Center. You can choose from a long list of help areas broken down by categories like printing, hardware, networking, and display. (For more details about the litany of problems with the new OS, see last month's news story "Life With Me: First 100 Days.")
Windows 2000: Users generally agree that Windows 2000 is far more stable and secure than other versions of Windows, but it's also very complicated to install and maintain. Windows 2000 Service Pack 1 fixes more than 250 minor bugs identified in the original February 2000 release. Some bugs may not apply to your version of the operating system. To find out, see this article.
Even if you don't install SP1, you'll want this security patch to ensure that you're surfing safely. The patch will prevent a malicious Web site operator from unleashing damaging code on your PC.
Every two or three months since Windows 2000 shipped, Microsoft has released updates that help popular games or other programs run under the operating system. So if you want to make sure your favorite apps work under Windows 2000, check out the latest list of programs.
Windows NT 4.0: Microsoft corrected more than 600 separate bugs on this slab of code--including a multitude of security glitches along with dual-booting and password problems--with six service packs. The latest version, Service Pack 6a, accumulates all the bug fixes from previous service packs. At 30MB, though, this patch downloads like several hours of Niagara Falls. If that doesn't sound like your idea of fun, consider coughing up $20 for the CD-ROM version instead. Call Microsoft at 800/370-8758.
Windows 95: If you run an early version of Windows 95, make sure that you install Windows 95 Service Pack 1. To determine which version of Win 95 you have, select Start, select Settings, click Control Panel, and then double-click System. If the version number is anything below 4.00.950 A, your system is running an early version. (For additional information about your PC's version of Windows, check out Microsoft's posting.) Service Pack 1 fixes numerous annoying glitches and bugs, including file-saving problems with Office 95 applications, Windows 3.1 printer drivers, and some fuzzy math calculations. Later releases of Windows 95 already incorporate these fixes. If you have version Windows 95 A or later, you are in luck--you don't need SP1. You can find the service pack, along with many additional details about installing it, here.
Essential Fixes: Office Suites
Having a gaggle of useful applications that work together in an office suite can be great. But it also creates more opportunities for bugs to sneak in. Here are our picks for the most-essential updates.
Microsoft Office 97 and 2000: If you're running Office 2000, you need Office 2000 Service Release 1a. It will restore Windows Registry settings for commonly used files. You may not have the patience to sit through a 33MB download, though--it can take up to three hours. Consider ordering the free CD-ROM (you're charged for shipping).
In addition to obtaining Office's SR1a, consider installing the latest security patches. These patches close up holes that could allow a malicious hacker on the Net to gain access to your machine, either to read your files or scramble your PC. Get patches to deal with Microsoft Word vulnerabilities that affect Office 97 and Office 2000; to fix problems with HTML tagging; and to resolve another HTML-related problem affecting Office 2000 and PowerPoint 97.
Office 97 Only: Remember the Y2K bug? If you still have your trusty copy of Office 97, make sure that it's Windows 2000-compatible. Microsoft maintains a Web page to help you determine which release of Office 97 you're using (and whether your system already has Service Release 1 and Service Release 2 installed). The page also provides instructions for downloading and installing the necessary patches. Service Release 2b fixes the date problems, but you must install SR1 ahead of time. If you already have SR2 (but not 2b) installed, you may still need to download a separate patch for Outlook. But proceed with some caution: Microsoft admits that not all users have succeeded in installing the update.
Corel WordPerfect Office 2000: If you use WordPerfect Office 2000, you'll probably want to install either Service Pack 3 or Service Pack 4. SP4 is a multifaceted package: Besides fixing various bugs, it enables you to customize your keyboard with menu commands, improves the user interface, and makes other significant upgrades to the computing experience. SP4 includes all the fixes contained in the first three service packs. You have to order SP4 from Corel, however--it isn't available as a download. Call 800/772-6735, or visit Corel's online services page. There is a $10 shipping charge. Corel says that SP4 is primarily designed for users with disabilities such as impaired vision, hearing, or mobility. In addition, prior to installing SP4, you must uninstall your current version of WordPerfect Office 2000.
SP3 includes all the patches released in SP1 and SP2. In addition, it fixes a number of annoying problems such as the original application's inability to import documents that were created using earlier versions of WordPerfect Office.
WordPerfect 8: If you have been dragging your heels about upgrading to WordPerfect Office 2000, you'll need to do some preventive maintenance to keep your software bug-free. Download the latest service pack for WordPerfect Suite 8. Service Pack 7 fixes a number of small bugs, including situations in which the bullets and numbering toolbar override WordPerfect's Windows Menu function. It has the patches from all six earlier service packs and adds filters for importing other documents.
Essential Fixes: Browsers & E-Mail
Because browsers and e-mail applications act as gateways to your PC, they can leave your system in a vulnerable state. Consequently, keeping these programs up-to-date is especially important. Whether you use Netscape or Internet Explorer, the patches offered for these products should keep your computer safe from harm.
Netscape Communicator: The long-awaited Netscape 6 is out, but we recommend that you wait awhile, until most of the bugs get shaken out. By the time you read this, Netscape may have released a fix or two. (At press time, Netscape had not issued any updates.)
While you're waiting, it's a good idea to upgrade to Communicator 4.75 to block any gate-crashers from attacking your machine over the Internet.
Internet Explorer: Service Pack 5, the latest service pack for Internet Explorer, gives you the program's most recent bug fixes and security patches along with all the features of Internet Explorer 5.5, so you can install the entire browser even if you previously weren't running IE at all. In addition, SP5 fixes a pesky memory leak.
Outlook and Outlook Express: Recent viruses have shown the ability to infect your machine just by appearing in Microsoft Outlook's preview pane. So be sure to plug any holes an attacker might use as a way into the program. On the other hand, be aware that some of the fixes cause Outlook to block e-mail attachments at its default settings--and once you start the installation process, you can't back out of it. Get the latest security fix here.
Eudora: For users of Qualcomm's Eudora 5.0 or 5.0.1, the company posted a patch (5.0.2) that eradicates a slew of problems. It ends crashes during system start-up and shutdown and when you click on a URL within the program. It also corrects problems with printing, the Find Message command, and the MoodWatch feature, as well as many glitches with Eudora's address book.
Essential Fixes: Antivirus Software
Visit your antivirus company's Web site regularly to detect conflicts with other apps (Windows ScanDisk utility, for example). If your PC encounters a conflict, the simplest solution is to disable antivirus detection temporarily until your machine completes the disk scan or the download; afterward, you can reenable the antivirus detection feature.
Norton AntiVirus 2001: Symantec wastes no time in adding updates to its AntiVirus Research Center. For details on the latest killer viruses, surf over to Symantec's Knowledge Base or its security updates page.
McAfee VirusScan If you experience system conflicts, get a patch that makes VirusScan 5.x and Windows Me compatible. Alternatively, you can upgrade to VirusScan 5.15 by downloading this patch.
Stuart J. Johnston and Dan Littman are both contributing editors for PC World.
Top Tips for Busting Bugs
Bugs are devious and relentless, but with a little foresight and some basic maintenance, you can keep infestations at bay.
Before You Install
Back up--and restore: Install a tape backup, Zip drive, or CD-RW drive--or dedicate a second hard drive to back up your system. Practice restoring data; that way you'll learn the drill, and you'll know that the backup itself isn't corrupted.
Do the homework: You can find Internet discussions of virtually any piece of hardware or software that you plan to buy, as well as detailed commentaries on the problems they can cause. If your ISP provides direct access to Usenet newsgroups, look under comp.* and alt.comp.*. If it doesn't, Deja.com is one excellent place to start looking for relevant sources of information. It offers access to more than 50 discussion groups.
Heed company warnings: Sometimes computer companies and software publishers post information on their Web sites about bugs or incompatibilities (or as they like to call them, "known issues"). Visit company Web sites regularly to check for new drivers.
Be prepared: Don't just hope for the best. Anticipate that a new program or device could cause problems. Make sure the maker or reseller offers a money-back guarantee. Have the appropriate tech-support phone numbers and e-mail addresses handy.
Avoid the upgrade treadmill: Upgrading one program or system resource often necessitates upgrading something else. So if your system is working well with the old stuff and you don't need the features that differentiate the hot new version, play it safe and stick with the status quo.
After You Install
Uninstall carefully: Dragging unwanted software to the Recycle Bin or deleting it in Windows Explorer leaves a lot of junk behind and fails to update the Registry files. Instead of taking this messy approach, run the program's own uninstaller; if it doesn't have one, use the Add/Remove program feature via Windows (select Start, Settings, Control Panel, Add/Remove Programs). If that procedure leaves your system out of whack, call the software's manufacturer. And consider getting an uninstaller utility (consult "Utilities to Keep Your System Humming").
Stay informed on bug fixes: You paid good money for half-baked software, so check the company's Web site and other sources (see "Friends of the Infested") for new and improved versions. You might also want to wait a decent interval after a new patch comes out before installing it. Some patches introduce almost as many bugs as they fix. Let other users be the guinea pigs.
Complain: Bad publicity has a way of straightening out a company's priorities fast. Contact the vendor immediately with complaints. You can also describe your PC problems in discussion groups on the Internet (see "Friends of the Infested")--you may even get help with a temporary workaround. And don't forget to tell us all about it.
--Dan Littman
Utilities to Keep Your System Humming
Bugs can sneak up on you with little or no warning, so you need something that will watch your back. A handful of utility programs fit the bill.
Behind the scenes, Network Associates' $70 McAfee Office 3 and Symantec's $60 Norton SystemWorks 2001 install dozens of utilities that lock out bad bits on your hard disk, prevent applications from confusing your Registry, help banish unwanted software, and safely stash backups of deleted files in case you need them later on.
McAfee Office includes a bunch of different programs: Crash Protector helps prevent crashes and restarts a crashed application without wiping its data from memory; DiskMinder diagnoses and repairs disk problems; and Trash Guard lets you retrieve files that you wish you hadn't deleted so hastily.
Norton SystemWorks 2001 is equally comprehensive. Its Speed Disk reorganizes data on your hard drive to speed access; Disk Doctor examines your hard drive when you notice trouble; and System Doctor runs in the background to identify emerging problems. Registry Tracker retains information for restoring your PC to an earlier state; and UnErase lets you squirrel away deleted files for grabbing later.
Our recommendation? Both SystemWorks 2001 and McAfee Office take care of the most important tasks, but Norton's interface is generally better organized and easier to navigate, making it a bit less daunting for new users.
One Step Back
When you surf the Web or try out new software, it's handy to have a utility that can roll your system back to the condition it was in before any troublemaker showed up. Symantec sells its CleanSweep uninstaller for $40 (also included in SystemWorks 2001); Network Associates packs UnInstaller 6 in its $69 McAfee Office and sells it separately for $19. Roxio's $50 GoBack lets you return your PC's hard drive to a previous state if something goes wrong. GoBack works transparently in the background, keeping a log of every move that alters the hard drive. And by allowing you to restore your PC to a previous state, it lets you fix your system without knowing what the problem is--a solution that's sometimes a lot easier than going through the uninstall process.
--Dan Littman
| Buying Information |
McAfee Office Network Associates http://www.mcafee.com 972/308-9960 |
| Buying Information |
GoBack Roxio http://www.goback.com 408/259-7694 |
| Buying Information |
Norton SystemWorks 2001 Symantec http://www.symantec.com 800/497-6180 |
Friends of the Infested
Bugs got you down? Can't chase them away? You're not alone. Fortunately, the Web is crawling with good Samaritans who offer information and advice--much of it at no charge.
BugNet is a commercial service geared toward IS folk, but it provides a lot of free information about current bugs in hardware, software, and drivers, and tells you where to get the fixes. You can sign up to receive in-depth analyses and to gain access to the complete bug database; the cost per year is $65 for home users and $150 for small businesses.
Computer Hope maintains a vast searchable database of Q&A's and troubleshooting tips on hardware and software problems. It doesn't address specific bugs, but you can ask Computer Hope's staffers general questions about bugs and conflicts--or anything else computer-related--and get an answer online. In addition, it's all free.
Though Computing.Net relies on self-appointed experts to answer questions for free, the experts are polite with newbies, so everyone feels welcome. The site's discussion groups focus on operating systems and hardware, downloads of up-to-date drivers, and lots of how-to advice.
Log on and let Symantec Security Check analyze your PC for security risks. The free service tells you where the weak spots are and suggests ways to toughen up your system. However, Symantec says your PC will receive the site's complete battery of tests only if you use Internet Explorer version 4.01 or later. And don't be surprised if you encounter some fairly blatant marketing tactics: Symantec naturally recommends that you purchase and install only Symantec utilities to clean up and protect your computer.
The folks at Tech Support Guy provide detailed info about all kinds of puzzling problems--18 articles focus on Windows fatal exception errors alone. Plus, you can post questions on forums run by volunteer moderators and get answers from other visitors or from site staffers.
User Groups
Users all over the country gather in local member groups to play with new toys, grouse about vendors, and exchange tips and tricks. To find a group in your area or one that focuses on your concerns, check out the Network for Computer User Groups, the Association of PC User Groups, and Microsoft's links to user group info.
--Dan Littman
Bug Awards: All-Time Hall of Shame
It's tough to choose the nastiest bugs from the busy hive of worthy candidates. Nevertheless, PC World crowns five products for their success at causing widespread panic.
Hostile Hardware
The Pentium Problem: After Intel launched the hot new Pentium chip in 1994, a math professor quickly noticed that it made subtle computational errors. Imagine that--a computer that couldn't do math. Intel replaced the algebraically challenged processor for anyone who requested it.
Zip Drive Click of Death: Iomega's roomy Zip drive was designed to satisfy the removable-media storage needs of millions of floppy-phobes. Just one problem: The early Zip drive had a tendency to croak, taking your backed-up data with it. Owners of the early drive will never forget the sound: It made an ominous clicking noise just before it self-destructed.
Disobedient Software
Internet Explorer: Microsoft's popular Web browser has required more security patches than a pair of threadbare wool socks. Some 4.x and 5.x versions allowed hackers to spoof your cookies and pretend to be you. And until version 5.5, Internet Explorer permitted online marketeers to attach a secret spying tool to your computer that reported your every click. IE versions 4.0 and 4.01 let Web sites stuff your machine with enough data to make it eventually crash.
Netscape Navigator: You probably didn't intend to allow Web site operators to snag your browser preferences, including your passwords. Well, with Netscape versions up to 4.05, they could. For their part, versions 4.05 through 4.74 permitted malicious operators to install a Java applet and read any file on your hard disk.
All Windows: You probably have the feeling that most of your computer's ailments involve Windows. Sure, the operating system's versatility improves with each release, but Microsoft also regularly launches less-than-perfect versions.
When Windows 2000 first shipped, it clashed with the BIOS on many computers; the first fix for Windows 2000--despite curing a number of ills--created conflicts with popular firewalls. And when Windows 98 first shipped, it didn't recognize the drivers for many peripherals already attached to a machine. Windows 95's touted Plug and Play capability left users wondering if the feature would ever work properly. And according to some readers, the new Windows Me doesn't recognize mice and keyboards made by--guess who?--Microsoft.
--Dan Littman