I'm getting a message on my computer screen that warns that I may have malware or some kind of virus, and it gives a toll-free number to call for assistance. Should I call?
    We have received several calls in the last few months from clients about this problem. Some folks have even called the number only to be charged $200-$350 by the person on the other end of the line to fix the problem. Folks, in every case we have encountered, this message is a hoax! It apparently is generated by a link from a compromised web site and usually the "problem" magically fixes itself if the computer is simply restarted. Occasionally the message doesn't display any kind of way to close the window in order to make the computer restart normally. In such cases, the best thing to do is press and hold the computer power button for five-to-ten seconds, waiting until the computer completely turns itself off. Then press the button again to restart the computer.
   The insidious thing about this scam, besides potentially bilking you out of a couple hundred dollars to fix something that isn't really broken at all, is that the technique for fixing the problem by a remote technician gives that stranger carte blanche to peruse everything on your computer. Your e-mail, your financial documents, your saved passwords -- everything -- is accessible to that person. Worse, the intruder is quite free to leave himself a way to come back into your computer later without your permission. There is a very good article on this and related threats ('New Scams to Avoid') in the January-February 2016 issue of the "AARP Bulletin".
   Granting anyone remote access to your computer is potentially a very dangerous situation. In the past, we used to employ remote access software for clients specifically requesting it so that we could make minor repairs without needing to make an on-site visit. We don't use the tactic anymore because it just isn't worth the possibility of being misused by a third party. This is not to say that there aren't legitimate and very honest services that provide valuable remote access assistance, but we feel obliged to strongly caution against using them unless you are absolutely sure that you know all the issues involved.
   Anytime your computer displays a warning message, please consider calling Terri or me first before relying on an unseen voice on a phone call to somewhere on the planet for assistance. If you feel you may have been duped by one of these bogus messages, we are always happy to discuss your options over the phone and help you evaluate what, if anything, you may need to do after-the-fact to protect your computer and your privacy.

OK, I've been having trouble with my internet connection and when I called my provider, I was connected to a technician who wanted me to agree to let him take control of my computer to fix it. Given what you have described, what should I do?
    This is not the same situation described earlier. Generally, if you initiated the telephone call to your provider, granting such access is probably safe enough. Be advised that while such support used to be without cost to the client, some providers have started charging a hefty fee for the service. And we usually advise clients with internet connectivity problems to try power-cycling both the computer and its associated network hardware (gateway, modem and/or router) before seeking paid service from anyone.
    However, if the call appears to be from your provider (or claims to be from Microsoft or Apple), we suggest that you firmly decline the offer. Here's why: If your provider actually believes there is a significant problem with your computer that is causing issues on their network, they will not call you. Instead, they will shut down your internet connection and wait for you to call them so that they may discuss the issues with you. More ominously, anyone calling you claiming to be from Microsoft or Apple and offering to resolve a problem on your computer that they have detected remotely (sometimes even in a threatening tone for non-compliance) is clearly lying to you. Hang up immediately and don't fall for their nonsense. The AARP article described earlier also references this scenario.
    The bottom line is that when you have any kind of computer problem, take care to be sure you know whom you are dealing with. You have every reason to be wary of any problem on your computer that offers a phone number for a solution to that problem. When was the last time your television or your car developed a problem that you weren't aware of, then conveniently offered a phone number for repair? One Click Wonders never charges for a quick telephone or e-mail question from a client and we encourage you to contact us (first, we hope!) anytime you have a computer-related concern.

Have you and Terri ever considered implementing some kind of an optional service retainer arrangement with clients (as some doctors and lawyers do with their patients)?
   Yes, we have discussed the concept a few times over the more than ten years we have been partners. We've never seriously pursued it for several reasons...some financial and some philosophical.
   Financially, a retainer arrangement would guarantee some baseline income for OCW. But every approach to a retainer system we've looked at has an element of risk for both parties. For you the client, a retainer could mean paying for services you never actually receive. For us, billing retainers and keeping up with what is (or is not) covered by the retainer for each client for what length of time could quickly become a logistical nightmare for a small business like ours. We don't have the luxury of a back-office staff.
   More importantly for us, a retainer system would imply that some customers are somehow more important to us than others and worthy of preferential treatment. Philosophically we just don't work that way. All of our clients are equally important to us. We make every effort to see that every client gets prompt, reliable and reasonably-priced service every time we are called upon for assistance. Ours has always been a referral-based business and that's exactly the way we like it.
    As a referral-based business, One Click Wonders is dependent on the kind words of our customers! We appreciate every existing client who comes back to us with a new problem. And we appreciate every phone call or e-mail from a stranger that starts with "A friend of mine said you might be able to help me with my computer..." And we especially appreciate those clients (both new and long-standing) who have taken the time to give us public feedback on their experience with us by posting a review on Angie's List.

Do you offer any services besides computer repair?
   We have a long-standing joke that many of our clients sometimes assume that we work on anything that plugs into the wall. There's probably a grain of truth to that. I know I've gotten occasional questions about microwave ovens and toasters.
   A more accurate description of our services beyond computer training and repair is that we can help you set up your electronic devices such as your blu-ray player, Amazon Fire TV, Google Chromecast, Apple TV, etc. over your network which will allow you to stream tv shows, movies, music and such. We're pretty good with smartphones, especially iPhones. We will try to help you understand how to use those multi-function remote controls for home electronics. We can can even help you maintain your website, if you have one already built. While we don’t do web design or development, we are both able to make changes and additions to existing websites.
   The bottom line is that we both will work with any situation presented to us that is even remotely related to computers and the internet experience. If we don't know the answer to your question or issue, we will do our best to provide a resolution based on our experience and, if necessary, we will research the problem and get back to you later (even if that means referring you to another expert).