194: Blowing Up Your Zendesk Tickets

Topics:

Sam's team worked on a 27" mid-2011 iMac with surprising results.  Could it have been the drive enclosure this whole time?

-Friend of the show Mike Dent (@mcdent) of Ubertechs provides some insight on his experiences using a different drive enclosure:  https://www.zapals.com/akasa-ak-hda-03-black-2-5-to-3-5-ssd-hdd-adapter.html
-Equally important is the thermal sensor: https://eshop.macsales.com/item/OWC/DIDIMACHDD11/

The rates conversation is revisited with each of the hosts bringing up their model for attracting MSP clients while not shying away from those "break/fix" clients.

Sam brings up a quick option to use Apple's Volume Purchase Program to purchase an app for a client when no credit card was on file.

While on the subject, he brings up a great little product for keeping volumes mounted even when the disconnect unexpectedly.  AutoMounter: https://itunes.apple.com/us/app/automounter/id1160435653?mt=12

An old favorite FTP app called Rumpus: 

Joe found an intriguing (and possibly dangerous) problem with power adapters for an iPad in the office.

During a slow period, Jerry shares his thoughts on Watchman monitoring and ZenDesk integration and particularly how to turn them in to billable work with clients.

Jerry found an odd Apple Mail issue where it was slow to launch.  Keychain related?

Sam shares a great tip about how to login to a non-admin account on a Mac when the screen is locked...only to find that this feature does not function in Sierra!  Thanks to Kevin Ginger for the quick research.
-https://www.jamf.com/jamf-nation/discussions/21385/unlock-standard-user-s-screensaver-as-admin-broken-in-10-12

Joe's client has an issue where Safari would not load any websites.  The fix related to reinstalling the Security Update 2016-003 Supplemental (10.11.6).

Little Flocker is highly recommended from Jerry for detecting and protecting a Mac from malware and other security concerns: https://www.littleflocker.com.  Comes from the mind of Jonathan Zdziarski https://www.zdziarski.com/blog/

Jerry experiences a "wonky" iPhone search issue.

Sam encounters an odd situation with static DNS values ending up in his network settings after visiting a client.  Jerry chimes in with the possibility of a hacked router.  Sam will follow up on that on a future show.

As a special bonus, Jerry shares a great kitchen tool called the Rapid Egg Cooker: http://amzn.to/2lsJaJb

193: Uncle Jimmy's Search Bar & Selfie Of Ulysses

Are there any CCP listeners out there that are not a members of the Apple Consultants Network? We would love to hear from you. Tell us your story!

Topics:

Joe gets a juicy emergency support job and shares the details with us.  It brings about a discussion on surcharges and fees.

Friend of the show David Sparks comes up in conversation as the guys kick around details of contract agreements with clients.

The age old MSP & billing discussion gets kicked around, as it does on occasion.  

While on the topic of the MSP model, we all chime in about an incredible product to manage your fleet of Macs, Addigy.  Give it a test drive by visiting http://www.addigy.com/cmd-ctrl-pwr

Sam brings up a "break/fix" client that wants immediate responses but doesn't want the commitment.

Sam shares an almost unbelievable story of a client that had random photos appear in her Photos library only to find that someone had been signing in to an iPhone using her Apple ID (photo below).

192: Calendar Bankruptcy & Skunky Third Party Memory

- We're sponsored this week by:

Watchman Monitoring, a favorite tool of ours that should be in every professional consultant's toolkit.

You can visit WatchmanMonitoring.com/cmdctrlpwr and sign up for your free trial to find out how Watchman Monitoring can keep an eye on your client machines and notify you of over 100 issues. Be sure to tweet @cmdctrlpwr #CCPsentme to support the show!

TOPICS:

Joe describes his tough day with a client router failing.  PSA: Check your network equipment warranties!

As Joe brings up how great iCloud has been, Sam tells a personal story of woe about syncing issues.  Joe & Jerry offer free consulting advice.

Resetting network settings in iOS resolved an issue for Sam where a user had fiddled with many settings, including which apps operate over cellular.

Joe has some follow up about his fix for removing incompatible extensions in the last show.

A story of another great win for our pals at Watchman Monitoring & Gruntwork!

Sam presents a real head scratcher of a case where an iMac spontaneously kicks the user out of their session and goes back to the login window.  Any suggestions?

Billing and discounts is a common discussion in our world, and Joe recalls some handy tips for showing clients your appreciation.

While on the subject, Sam had a recent need to increase rates for clients and recounts one particular story with a client.

Jerry encounters a situation we have all probably dealt with, when clients attempt to glean as much information from you as possible in an attempt to "do it yourself".

Jerry's client has some challenges working with external displays alongside the new 13" MacBook Pros.

Use the LG UltraFine 4K Display with your MacBook or MacBook Pro
https://support.apple.com/en-us/HT207447

Use the LG UltraFine 5K Display with your Mac
https://support.apple.com/en-us/HT207448

191: Cause & Effect

Jerry had more than one instance of clients with Airports requiring a firmware update to version 7.7.8 due to portables not connecting properly. 

Continuing on the wifi discussion, Sam discusses testing Ubiquiti access points at a residential client by temporarily running ethernet throughout the house to determine permanent locations.

Sam had the daunting task of giving an internet safety presentation at a middle school in the area.  Helpful hint: bribe them with Jolly Ranchers.

Temporary tattoos!  An anonymous listener kindly donates these temporary tattoos to the gang at CCP.  

Joe runs in to a startup issue after migrating a client to a new iMac.  Joe finds that adding /Library/Extensions to his troubleshooting process will help diagnose similar issues.
https://www.justinsilver.com/technology/os-x-el-capitan-10-11-1-hanging-on-boot-fixed/

Webex causes Sam some grief as the installer silently fails when attempting to install the plug-in.  The fix is created a missing folder:  ~/Library/Internet Plug-Ins
https://supportforums.cisco.com/discussion/12578216/cant-installrun-webex-my-mac

Sierra Logs rehash: https://eclecticlight.co

Sam goes back on the psychiatrist couch to discuss working with a client when you have a personal relationship.

ARD - /var/folders & /var/db - Locations that are handy when troubleshooting or grabbing settings for ARD.

190: Interview With Yochai Gal of the Boston TechCollective

Joe & Sam interview Yochai Gai of the Boston TechCollective, a worker-owned cooperative in the greater Boston area.  After working first independently and then with other organizations, Yochai founded and operated the San Francisco TechCollective in 2006.  In late 2012, he took that idea coast to coast and co-founded the Boston office.

The organizations were formed based on a simple, powerful idea: that tech experts, rather than managers, should be the ones in charge of a tech support enterprise.  Have a listen as we talk to Yochai about the business, structure and technical aspect as well.

https://bostontechcollective.com

189: New Years Holiday Mix 2017

-The gang starts off the new year with a brief chat with Justin Esgar, founder of the ACEs Conference.  This year's conference will be held in Phoenix, AZ and is selling fast!  Use the promo code "command" when registering to receive 10% off the current ticket price:
https://acesconf.com/

-Joe follows up on his Apple Mail issues that have plagued his new MacBook Pro.

Sam discusses finally receiving and setting up his new MacBook Pro.  He reviews the manual steps he took to set his computer up from scratch as opposed to a migration. VPN profiles and System Keychain proved to be the bigger sticking points.
How to properly backup and restore the System Keychain: http://www.sebastiencouture.com/post/88839839716/backup-restore-system-keychain-os-x

-Jerry recounts an issue he had with an SSD upgrade in an iMac.  It brings back the conversation of the issues dealing with the mid 2011 models.

-Joe had some interesting issues with his MacBook Pro having a “hard freeze”.  Holding down Command Control Power had no effect!

-As our friend Pam Lefkowitz’s Twitter handle says, It’s “Always DNS”.  Sam describes an issue where DNS caused an issue with authenticating to Active Directory.

-Jerry’s Pro Tip of the week - Meraki’s MDM solution is free for up to 100 devices.

-Not to be outdone, Joe give us a pop quiz: Try it at home - Cmd+Shift+6.  He goes into some other “cool” features of macOS.

-Cautionary tale from Jerry - Don’t be cavalier with your backups.

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