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330: "A Cautionary Tale" With Richard Wingfield Of Envision Design

Topics:

-This week we have the pleasure of sitting down with Richard Wingfield, owner and Head Geek at Envision Design based in Houston, TX

-Richard is a frequent contributor to the show, not just on air but behind the scenes in frequent communications with the hosts

-After taking the time to emotionally recover, he is ready to share a personal story of data loss with a long time customer.

-Envision Design has minimum requirements for a Synology: + system, 4 bay or more, that support Btrfs (https://www.synology.com/en-global/dsm/Btrfs), which supports roll backs

-Their company keeps an offsite data center in Austin, TX where they can provide redundant backups for their customers.  It is out of the flood zone and drivable to quickly access their data.

-Costs for offsite backup are higher than the large companies like CrashPlan or Backblaze but the personal service and quick turnaround is a compelling sales pitch

-Richard describes some of the options he presents to his clients for data redundancy and backup. He now requires a level of minimal redundancy that he will not budge on. 

-Richard’s story is of a drive failure that went horribly wrong.  This was initially due to a software bug that was compounded by human error.

-As Richard takes us through this, we find there was a software bug with DSM 6 that began syncing local deletions on their Synology to their offsite copy.  Since the client did not want to spend money, they opted for a sync solution on the archive server as opposed to any kind of versioning.

-They relied on Drive Savers to restore data. Unfortunately, after a couple of months of working on it, all of the header information was missing so they received a bunch of files without names or metadata.

-All totaled, the burden of cost was placed on Envision Design and ended up costing them upwards of around $12,000.

-With all this talk of data restoration, Jerry recalls a story of working with Drive Savers and a rescinded commission

-Envision Design sticks with all Iron Wolf drives to populate their Synology devices with.  One of the benefits of additional health data if you go with 4 TB or greater.

-Bonding multiple NICs is another benefit that Richard’s team takes advantage of.

-Cost of downtime is a language that most clients will understand when helping them decide on budget 

-Sam is eager to look into off-site backup storage as another area of recurring revenue 

329: DAKboard & PODMod

Topics:

-Joe is questioned by Jerry about a product that he used for many years called Statusboard for iOS by Panic https://library.panic.com/statusboard/. He has since moved to a solution that runs off a Mac mini in his office. Joe recommends products called Geek Tool & Feedwind to add dynamic calendar content that he displays for clients to see when in his office

-An excellent customizable display solution called DAKBoard https://dakboard.com/site/business is what Jerry uses for his family to run his shared calendars

DAKboard at Casa de Jerry

DAKboard at Casa de Jerry

DAKboard stock photo

DAKboard stock photo

Statusboard at PsiMac World Headquaters

Statusboard at PsiMac World Headquaters

-Jerry has an iPod eBay story to share. iflash.xyz sells boards that can be inserted into specific iPods to increase storage. He uses that along with open source software called Rock Box to play FLAC (Free Lossless Audio Codec ) files. 
https://www.iflash.xyz/store/iflash-solo/
https://www.dcsoundop.com/88-ipod-classic-sd-card-upgrade-w-iflash-xyz-adaptor/
https://www.iflash.xyz/prepare-sdxc-exfat-for-use-with-the-ipod/
https://www.youtube.com/watch?v=Q-B2DJKKSCA

-Joe & Jerry get philosophical and reflect on how technology has changed over the years

328: I am Not My Brothers Printer

Topics:

-The band is back together!  

-Jerry discusses upgrading from the iPhone 7 Plus to the iPhone 11.  He is “whelmed”

-Sam & Joe still haven’t pulled the trigger on upgrades

-A little time is spent talking about the latest product releases.  The Always On feature of the watch isn’t blowing our socks off.

-Jerry’s 2015 MacBook Pro went sideways and he had to put his skills to work on his own hardware

-An old issue that Jerry experienced before was related to Automated Device Enrollment at Setup Assistant

-Sam ran into an intriguing conundrum with blog posts created by our friends at the TidBITS Content Network
https://tcn.tidbits.com

-Joe realizes that marketing is a part of his business that he needs to incorporate more

-The practice of sending using breached password combinations to gain access to secure information is called “Credential Stuffing”.  Jerry thinks Joe is talking about Thanksgiving

-Clients sending passwords via email is nothing new but Joe reveals how it can also lead to the client paying for time to have their consultant now change their credentials.  He also discusses how you as the consultant can be tied to this bad practice.

-Jerry shows up to a client site to do a hard drive upgrade on a Mac mini.  He heads into trouble when a keyboard he brings with him does not allow him to boot in to Target Disk Mode.

-He has another story at a client site where he was troubleshooting the wrong Brother printer

Thank you to our Patreon sponsors!

Thank you to our Patreon sponsors!

327: Bob's Your Uncle

Topics:

-Sam and Joe are back after a one week hiatus

-On one of them’s latest travels, he is a fellow passenger with their flight entertainment system July Joe has a story of helping a friend with theory and their HomePod while visiting line

-Sam’s local mail truck catches fire!

IMG_8950.JPG
IMG_3758.jpg

-Joe and Sam are discuss the filters in iOS Mail app and how it can confuse end-users

-Ignoring the support ticket is a perk that Sam thoroughly enjoys

- In recent work with a local Unifi controller, Sam discovers just how easy it is to access the database and reset the admin password:
https://techreally.com/ubiquiti-controller-forgot-password/

-Sam and Joe discuss the origin of “Bob‘s your uncle”

-In what can be filed in the “I should have known this” section of the show, Sam discovers keyboard shortcuts in the calendar app that blow him away

-The new iPhone and Apple Watch models are briefly discussed and the guys kick around ideas about upgrading

-An interesting new development is the Apple Independent Repair Program: https://support.apple.com/irp-program

326: Interview With John Moder of Crisp Solutions, LLC - Part Two

Topics:

-This week we continue our conversation with John Moder, owner of Crisp Solutions, LLC in Des Moines, IA

-We kick off the show talking about billing practices, MSP, value based billing

-It took John about 7 months of hourly billing when he started 4 years ago before he started being able to sign his first managed care contract

-John discusses coming up with his formula and the struggles in doing so. Jerry can relate to those difficulties.

-The hosts ask John for his opinion about value based billing on a recent episode with Tim Nyberg. Methods of efficiency and grey areas make it difficult to diagnose.

-Jerry has an tough story to tell with macOS Server 10.10 and legacy software that simply went south.

-NOC (Not Our Customer) is a concept that a friend introduced John to. If a client doesn’t get the value that we add, perhaps they simply are “Not Our Customer”.

-One of John’s customers took on an email migration project on his own, only to raise the white flag requiring emergency assistance over a holiday weekend.

-John is curious about Jerry’s one man show and that ultimately leads to business growth and exit strategies

-Hiring is not only a question of quality, but how it may directly impact your own income.

-No matter who you hire, they will not have the same desire as the owner. This is a challenge many of us know all too well.

-John attended the ACEs Conference this year and took a lot out of the experience that he can apply to his business

-John is very active on the MacAdmins Slack as @jmoder. You can also find him online at crispsolutions.net

324: Update Your Gateway, We're Not In Kansas Anymore

Topics:

-Jerry compares a client to an itchy mosquito bite. He also references one of our old favorite methods of troubleshooting - removing items in the /var/folders directory.

-While working on an iMac, Jerry hears that “pop” sound and immediately knows that it is the stand hinge has snapped. One method of repair is from “The Mac Hack”:
https://themachack.com

-Joe questions the organization and direction of icons on the Mac. Sam compares it to a direct opposite of Windows desktop icons.

-The Ubiquiti UniFi initial splash screen raises unnecessary alarm bells

-Ever since diagnosing the Cloud Key disconnects as being power related, Joe’s team has had major strides in stability of the gen 1 Cloud Key by connecting to power as opposed to relying on POE.

-Sam has some follow up on using his offsite controller and adopting his client devices into sites

-Although discussed before, figuring out how to sell additional services like UniFi monitoring to existing clients is a challenge

-Autofill options in Safari were prompting for Keychain credentials with one of Joe’s clients. After some research, he found similar instances with a laptop in clamshell mode. The odd fix was to disable Touch ID for use in Safari.

-As regular listeners are aware of, Jerry has recently located. He has an odd story of unmarked trucks making deliveries from Amazon. With enough pushback, he was able to push for a change to licensed drivers and companies.

323: Catalina Ready - Interview With Jason Dettbarn / Founder & CEO of Addigy - Cloud Based Mac Management Platform

Topics:

Jason Dettbarn.jpeg

-This week we have the pleasure of speaking with Jason Dettbarn, founder and CEO of Addigy Technology. Addigy Technology provides Cloud Based IT Management of Mac Computers.

-Jason left his job at Kaseya to start Addigy in 2014.

-He talks about the annual Addigy User Summit, held in Miami, FL. The dates for 2020 are March 25-27. Go to addigy.com/command to find out more.

-Jason talks about how MDM is the path forward, but you need additional tools that go beyond the configuration profiles of MDM.

-Some of the macOS Catalina changes to watch out for are:
—64-bit application requirements
—Notarized software
—Z shell default

-A very interesting tidbit of information from Jason - Little Snitch is the genesis for Privacy Preferences Policy Control settings that began in Mojave

-Scripting is still a big component and Jason talks up its importance, as well as submissions from the community to assist others.

-The Addigy community is the future of the product and our peers is what makes it powerful: https://support.addigy.com/support/solutions/folders/8000086921

-With the big changes coming to macOS, blocking upgrades may be a necessity and Addigy is a tool that can assist

-The Addigy agent can also assist with peer to peer downloads of large packages, like the macOS installer

-Jerry asks the questions on pricing and how to get started: addigy.com/signup

-The fact that Addigy is a true multi-tenant platform allows consultants to have separate APNs certificates and Apple Business Manager tokens for each of their clients

-Okta integration is here and Azure as well as others are just around the corner. Keep up with Addigy updates to learn the latest and greatest.

322: Dante's Ring Of Sonos

Topics:

-Since Sam missed last weeks show, he wanted to get the latest updates from Jerry on his home/office move

-Jerry raves about the Eero product as he has a trouble free set up in the new house. https://eero.com/shop/pro-wifi-system

-With Joe doing more Synology installations, he questions his co-hosts on their choices of RAID and comfort level with redundancy.

-Continuing the NAS conversation, Joe mentions the options for SHR2 and how a client surprised him with questions regarding Synology RAID F1, a RAID format specifically for use with SSDs.  The idea being that SSDs would normally have a similar lifespan, so F1 is an uneven parity distribution approach will lead to that one SSD reaches its lifespan earlier than others 

-The elders of the Internet (IT Crowd reference)
https://www.youtube.com/watch?v=iDbyYGrswtg

Joe’s discussion about a Synology causes Sam to recall the story of a Synology failure at a client.  The series of events, like restoring from Backblaze B2 and Hyper Backup’s proprietary format made a new approach necessary.

-Jerry recalls a funny story of how a client thought they were taking Drobo backups offsite by removing one of the drives and taking it home

-Sam has one of those days where he goes down the rabbit hole at a completely new client.  His almost comical experience with UniFi and Sonos equipment took him the entire day and still left him scratching his head.

321: Green Acres

Topics:

-Special thanks to Puelle Design in Portland, Maine for hosting Joe's mobile recording studio this week.

-Joe is in the Northeast! He is visiting family for some milestones before heading on the road again

-Jerry is in the midst of a move to a new home and new headquarters of MacWorks.  He calls it the reverse Green Acres.

-After having a car mishap, Jerry discovers CarPlay in his rental car

-A recurring theme for our show has been value based billing and, of course managed services plans.  Joe & Jerry share ideas about their formulas for monthly billing.  Ideas like billing per user or per device, preset hours per month, and services used are among the topics of discussion.

-Prepaid discounts are an enticing way for clients to buy in to ongoing services.  “Monthly check-ins” are also something that clients seem to be drawn to.

-Do you install Watchman Monitoring on client devices for free as a “loss leader” or break even point?  What happens if you end the relationship?

-Jerry has a couple of funny client anecdotes with his classic impersonations

-He also has his fair share of gripes

-Joe's client had an issue in Calendar on her Mac: "The server responded with an error. There is insufficient storage space for "event title" in "calendar name" in account "iCloud". The choices were Try Again, Ignore, or Revert to Server. He removed a calendar she didn't need that only had a few events on it, and it solved the problem. Then we added a few tests, and she seemed to hit the limit again. We then moved a calendar with a lot of events to a local On My Mac calendar for archival purposes, and instructed the client to move needed events back onto a calendar on the server. Hasn't happened since.
https://support.apple.com/en-us/HT202158

Thanks to our Patreon Sponsors!

Thanks to our Patreon Sponsors!

320: Ya Gotta Monitor The Monitoring

Topics:

-Jerry follows up with Joe about clients with monthly plans and miscommunications that can occur

-Sam has a story to share about how something related to this occurred to him and he had to rectify this with the client

-Using Daylite, Sam now has checks and balances in place to make sure alerts are functioning.  He does this by using the Forms feature for checklists

-Jerry also has a similar story to share with a Gmail account that needed security features adjusted.  He also discusses the need to “monitor the monitoring”

-VMs need monitoring too!  Joe talks about using Watchman Monitoring on virtual machines

-Joe wants an easy ability to view external displays via tools like Watchman Monitoring or Addigy.  It would help when creating specs for a computer upgrade.

-Joe continues on his wish list of items to include like mouse battery alerts, applications opened over time, etc.

-PSA from Jerry about upgrades.  All consultants with Windows 7 computers should look at upgrading to Windows 10 by January of 2020

-Another tip is an app from Saint Claire Software called Go64.  This will alerts you about apps that are not 64-bit and not ready for macOS 10.15 Catalina
https://www.stclairsoft.com/Go64/index.html

-Joe tries to make sense of names listed in ALL CAPS

abbreviation.png

-Sam is put out by a client that shortens all names to one letter initials

-What’s worse is people that text Jerry with computer issues and only their number is displayed

-Clients that frustrate us make us rethink the relationship.  Joe may have more patience than Jerry in that regard.

-Google Chrome’s messaging language is still a source of annoyance for Joe

-Always coming back to password management, we discuss phishing attempts in conjunction with old passwords

319: We All Have Some Value Based Billing In Our Soul

Topics:

-As much as we love Ubiquiti, Jerry has an axe to grind on this week’s show with regards to Cloud Keys

-Joe addresses the details of the issue based on his own experiences with Cloud Key power failures and the mongo database that Ubiquiti uses

-Specifically with the first generation Cloud Keys, Joe’s solution was to add power instead of relying on POE. This has been addressed with the newest generation, which now has a battery backup.
https://store.ui.com/products/unifi-cloudkey-gen2-plus

-Jerry doesn’t stop there. He has another saga dealing with a Ubiquiti install

-A strong case for an off-site controller that Richard Wingfield brought up is updating a singular controller as opposed to each cloud key at client sites 

-Circling back to value based billing, the crew reflects how they have already been using it in some respects and how to implement it properly in the future. As Jerry said, “We all have value based billing in our soul”. 

-Sam’s concern with this method is that there is no formula to calculate jobs

-Calculating monthly costs for monitoring & managing network devices leads us down the MSP path. How to bill appropriately? Do you require it? What’s not included? Questions that must be addressed when proposing services like this. 

318: Interview With Tim Nyberg Of The MacGuys+ - Value Based Billing

Topics:

-From the days of the Apple II, Tim Nyberg was known as “The Mac Guy” in his college days because he could confidently fix any Apple computer. Tim kept the name, opened The MacGuys+ in 1991 and today he and his team are still obsessed with Macs and Apple technology. 

-Tim talks about his history from typing papers for fellow students, to a job at Kinkos, and eventually landing back in Minneapolis to build his current business. 

-Tim has a brick and mortar location that serves a purpose for walk in traffic and repairs. 

-Having a location has its challenges but provides opportunity and space to perform some large scale tasks 

-As Tim’s business has seen changes over the years, Jerry notes that the tools that he uses has allowed him to work more efficiently

-Tim starts to see himself being more of the business end of the company and transitioning from the technical end of the company. He is on his way to obtaining his MBA. 

-There are some clients that have been around for 20 years who want nothing to do with managed services 

-Value based billing is a concept that Tim has been presenting to his clients. Part of this is setting expectations with the customer and making them realize what the value of the work is. 

-As Jerry asks for a practical example, Tim talks about value based billing in projects like Synology setups, Wi-Fi roll outs where the value of expertise and padded time for potential pitfalls are covered as a part of the cost. 

-If projects go more smoothly than expected, it provides opportunity to offer a discount to the customer.

-One book that provided good information on this topic was "Value-Based Fees" By Alan Weiss

-It is important to express to the customer what your value is. Less important than total hours on an invoice is the details of all the work performed. 

-Like many of us, Tim leverages the TidBITS Content Network and a variety of social media tools to provide content to his customers. 

317: Working On & Working In

Topics:

-Joe kicks off the show bringing up leisure time and time management 

-Working ON the business vs working IN the business

-A challenge for Sam is meeting interruptions that occur when clients reach out. Not just for him but for his staff

-Sam may be on the lookout for a new hire but does he look for an admin or a tech?

-The CCP crew are very appreciative of the collective audience and their feedback/advice

-“This is not for everyone”. Sam comes to the realization that running a business isn’t something everyone can handle. 

-A continual question for Sam is taking on Windows clients. 

-Joe explores marketing new services to current clients as a method of increasing revenue. For instance, offering Ubiquiti installations for clients in need of upgraded Wi-Fi. 

-QuickTime screen recording to the rescue for Sam as he tries to see a message that quickly disappears on his screen

-Joe has some follow up to how he sets up his clients with individual Ubiquiti UniFi controllers. While Sam is moving to a central controller, specific logins per client is something they agree on. 

-Cloud Key stability has plagued all of us. After some research, Joe has dug up information about the Mongo database and how it is prone to failure during a power loss. To combat this, Joe discusses his backup power plan for the Cloud Key. 

-After a recent discussion with Christopher Stout on Episode 311, Sam is looking to setup a closed system like UniFi, Synology Surveillance Station or Security Spy

-Sam learns some interesting details from a SonicWALL vendor about true throughput 

-Friend of the show, Weldon Dodd points out a great write up by Rich Trouton on his site, Derflounder. It’s an interesting piece about enabling Touch ID for sudo commands.

316: Wi-Fi On A Stick

Special Thanks To Our VIP Sponsors!

Topics:

wifistick.jpg

-Sam has a first run working with the ”Wi-Fi on a stick” method of mapping out Wi-Fi. He uses a product from wifistand.com and NetSpot to create a map":
https://wifistand.com

-Joe brings up a great tool called Magic Plan to create floor plans on iOS:
https://www.magicplan.app/en/

-The nanoHD is a particular Ubiquiti model that same used and likes to deploy

-Joe warns of things to be aware of when scouting out an environment for Wi-Fi

-Another new monthly service that Sam is offering is hosting a UniFi controller in his environment to manage firmware updates and alerts. Joe weighs the responsibilities that comes with such an offering.

-Joe throws Sam a curve ball explaining how he has a singular login for his clients

-Another issue in the long line of networking troubles that Sam has experienced: finding incompatibility between a SonicWall and WAN connection at a NYC client. The fix? A dumb switch!

-That story rings a bell for Joe who has a similar story to tell about a Zywall and WAN connection that turned out to be a multi pronged problem.

Thanks to our Patreon Sponsors!

Thanks to our Patreon Sponsors!

314: Give Your Dough To The Baker

Topics:

-Sam has some follow up regarding his “Ubiquiti Hell” from a few weeks ago.  In the end, it turned out to be a bad UniFi USG device.

-Joe has some wise sayings to share that ring true in our industry and the value we bring as consultants:
"Let the Baker Bake the Bread, even if he takes half the Dough" - Persian Saying 

“Give your Dough to the Baker, even if he will eat half the bread.” 

-Sam says we are like bomb technicians.  “You are paying us to know which wire to cut.”

-Jerry has some follow up about two factor authentication being baked in to one of our favorite apps, 1Password.  This was brought to our attention by long time listener, Michael Reinhart.

-Jerry is curious about the various methods of how 1Password can sync you data and what Joe & Sam use

-1Password’s secure options for recovering your security related data can sometimes be off-putting for some users and drive them away from password management tools

-1Password has an affiliate program that is fairly easy to sign up for.  It is run by commission junction.

-Moving back to Addigy territory, Joe expresses his frustrations with the interface at times

-Joe shares a tip about creating a custom table view. There is a view option in the column toggle icon in the top right of the Devices list.  Then you can adjust it and Save the changes using the table view menu in the top left of the Devices list.

-Joe encourages the group to scratch beneath the surface of Addigy and find resources available in the community

-For Sam, he’s been utilizing Addigy to enable MDM features like white listing Kernel Extensions (KEXT) and deploying PPPC profiles.  In the case of PPPC, there is a great Git Hub project that makes the process easier for those who are not familiar with these profiles:
https://github.com/jamf/PPPC-Utility

-Joe covers the topic of User Approved MDM and Sam tags along with a discussion of Apple Business Manager and enrolling into MDM at Setup Assistant.

-Another Git Hub project, UMAD, provides a nice GUI interface to encourage your users to onboard and enroll into UAMDM
https://github.com/erikng/umad

313: Addigy And More...

Topics:

-Joe has spent time recently dedicating his focus on Addigy and Watchman Monitoring and understanding how to best leverage those tools

-Scripts has been what Joe has been concentrating on and he has found a tremendous amount of help and support through the MacAdmins Slack and the Addigy community

- Joe created a script to help ensure your client's Mac fleet gets restarted regularly, according to the best practice you decide. Initial prompt to gently suggest a restart after a "recommended" uptime, default to do nothing if ignored. Second prompt when uptime reaches "preferred", defaulting to gracefully restart if ignored. Final prompt when uptime reaches "limit", defaulting to try a graceful restart and then try a forcible restart if needed. Default values: 7 days, 21 days, 75 days. "I prefer HyperCard"

- Joe's script, for Addigy users: Restart Mac per Best Practice gets approved while recording the show!

-Sam talks about the “Easy Button” he learned while working with Jamf. He likes the thought of empowering the users to have them complete step 0 before calling support.

-These conversations seem to always point to how it weaves into your managed services or hourly plans. And having clients wonder why they have you if things are working so well.

-Joe also created a couple of great scripts to work with Watchman Monitoring functionality:
— This script to easily "Adjust Watchman Monitoring Time Machine Warning", default 21 days. For those users who just can't seem to run a backup regularly whether by circumstance or habit. Previously used to connect remotely to adjust this, since it can't be changed remotely in the Monitoring Client web interface. Now we can deploy it remotely, even across multiple machines or an entire client!
—Another script to "Adjust Watchman Monitoring Root Capacity Warning", default 95%. For those users who perpetually, or periodically, ride the edge of Apple's recommended best practice and you want to give them a bit more leeway. Again, it can't be changed remotely in the Monitoring Client web interface and we used to have to connect remotely to adjust this.

-Jerry gets a call from a new client in a remote location and discovers a 2011 iMac that was fairly unresponsive. Jerry is tasked with the job of migrating to a new iMac. He sees an old version of TeamViewer on the computer and discovers a surprise!

-Jerry & Joe discuss an episode of the CYBER podcast - Snowden on iPhone: with Android, patching landscape is a disaster because manufacturers discontinue phones quickly and don't continue providing software updates, and because phone vendors don't control chipset updates like for WiFi and cellular chips. This leaves many older phones vulnerable but in many different ways so there's no simple exploit or "skeleton key" for all devices. This mitigates the kind of widespread attack that can be developed for iPhone, since so many iPhones are running the same versions of iOS and have the same chips and firmware running on the chips.

-A worrisome story about sharing sensitive data with others on Dropbox is shared by Joe. It leads him to think of a method of phishing or scamming end users: create phony Dropbox accounts, create shared folders, share some data with strangers "accidentally" in a folder with a generic name like “SECURE”. Listen as Joe talks about how he would set his trap.

-Dave Provine brought up the SS7 vulnerability in the MacAdmins Slack, which was originally demonstrated at the Chaos Communication Congress hacker conference in 2014 and made some news on 60 Minutes in April 2016. It exploits vulnerabilities in a system called Signaling System No 7 (SS7), originally developed in 1975. So it's not just SIM hijacking that makes SMS a weak link. By hacking SS7, an attacker could silently snoop on SMS text messages, phone calls, and access phone location data. Yikes!

-iOS 12.3 and macOS 10.14.5: wow they fixed a lot of security issues! "An application may be able to execute arbitrary code with system privileges" and "A malicious application may be able to read restricted memory" and "A malicious application may be able to elevate privileges" and "A local user may be able to modify protected parts of the file system" and "Processing maliciously crafted web content may lead to arbitrary code execution"

312: The Sunk Cost Fallacy

Special Thanks To Our VIP Sponsors!

Topics:

-Jerry discusses the origin of the Jer-RE-SEND

-Jerry’s dad gets schooled on email security. His dad makes a statement that many of our clients share: “how am I supposed to know these things?"

-One of Joe’s clients thinks Touch ID will be “hacked”

-While on the topic of security, 1 Password is highly recommended by us but the built in iCloud Keychain has come a long way and may fit the bill for some customers

printshop.jpeg

-Jerry’s dad provides some additional comic relief during a modem upgrade

-This story reminds Joe of The Print Shop software by Broderbund and the “tractor feed” paper

-Sam gets a little salty when describing a day that went sideways when attempting to adopt Ubiquiti Unifi equipment on site.  Something he aways recommends against.

-We discuss the important concepts of the sunk-cost fallacy, or escalation of commitment. How can we know when we're being tenacious, and when we're succumbing to commitment bias?

-Joe's issue connecting to public WiFi, captive portal login page doesn't load. There are workarounds, like closing the popup login page (which displays "A problem occurred: The web page couldn't be loaded.") and then manually loading captive.apple.com in Safari, and refreshing the page repeatedly when necessary. Or loading the router's IP address in Safari. But it turns out that it's a bug in Sophos Home that affects Mojave, and they are working on a solution: Captive Portal / Login Page does not load on MacOS when connecting to a Public/Guest Wi-Fi Hotspot

- Joe uses a resource by Matt Coneybear to automate the process of connecting to VPN when on non-secure networks:
http://matt.coneybeare.me/how-to-setup-an-auto-reconnect-script-for-an-ikev2-vpn-service-on-your-mac

311: Interview With Chris Stout Of STOUT

Topics:

Interview with Chris Stout of STOUT

-Chris shares how he and Sam met at the Jamf Nation User Conference (hint: it involves a Command Control Power t-shirt)

-Chris has a great and unique domain at stout.computer.  He discusses acquiring that domain and some of the initial challenges with a different URL and email address

-Jerry is a fan of the site and the design

-Sam is curious about Chris’ business relationships in the field to grow his operation.  A reliable wiring person can go a long way

-Chris made the push to become a Jamf Integrator about a year and a half ago and tells our audience how that relationship works and how he uses it to help grow his business

-Moving to CA while his wife had worked lined up became the catalyst for him to be able to pursue becoming a Jamf Integrator

-A question Sam posed to the group: have you acquired a new client that had networking equipment you were not familiar with and if so, how do you handle it?

-A subject that Chris is familiar with is surveillance and IP cameras

-Chris backs a product called Security Spy, which is a Mac based product:

https://www.bensoftware.com/securityspy/

-The most common conversation that Chris has is comparing closed circuit camera systems like Security Spy or Surveillance Station to the simple cloud services like Nest or Canary

-Giving users the ability to maintain their own recordings and the ability to fully control who possesses the video is a big selling point

-When making camera solution suggestions, Chris is always looking to spec for growth

-Bringing it all home to managed services, Chris is looking to tie in his security offering to be included in an ongoing monthly management piece

310: What Is Your Specialty?

Topics:

- Jimmy Obomsawin at jimmymacsupport.com in Washington DC and suburban Maryland had some followup to Joe's story about batch renaming files using the Finder, which Joe found out through this iMore article. Jimmy did some investigative work to determine this feature was released back in Yosemite!

- We discuss clients taking matters into their own hands: Jerry's client unplugs Ethernet cables because they claim he told them that would fix it, and Sam's client reset the AirPort back to factory defaults... "was that bad?"

- Joe shares the story of a one-time client with all the wrong equipment, which had been recommended and configured by a "computer friend". The Seagate NAS RAID enclosure failed, and now she's running off of RAID 0 primary storage. Needs new primary storage and new backup, and new workflows, and doesn't have the budget or interest. Sam points out the importance of walking away from a scenario like this before taking on the responsibility (and liability), and Jerry seconds this: "run away!"

- Sam has an update about a client forwarding his recommendations to the former (current?) "IT guy" who will be doing the new equipment setup remotely from Florida.

- Sam talks about lessons shared by Jerry and Joe on a previous show, about how to navigate personal relationships with clients.

- Sam talks about the challenges of selling subscription security services on firewalls, and clients finding parts for cheaper online.

- Jerry reveals a new wrinkle with his MacBook Pro 13-inch 2015 model that may have fallen off the back of a truck, when it comes back from repair and shows it's under management by Amazon

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309: The Tech Power Of Magnets

Topics:

-Sam discusses the work/life balance when he’s on the road

-Jerry describes being in “BusyCal Hell” with a small medical office. Joe & Sam weigh in with their thoughts

-As Jerry describes this situation as a hornet’s nest, it reminds Joe of Apple Knowledge Base Article HT201657 where they describe sync services “as if it were a swarm of bees”.

-Jerry reminds us of how BusyCal/BusyMac has changed hands some time ago

-The former “IT guy”. Trust is large part of our relationships and Sam spins a yarn about how that trust was completely broken with a new client relationship.

-An episode of Command Control Power wouldn’t be complete without a gripe from Joe. Safari suggestions is his latest target.

-In some truly amazing sleuthing, Joe shares a client story where he diagnosed an issue with a Mac going dark at seemingly random moments. From afar, he appears to have correctly pointed towards a multitude of magnets that the customer wears. He also recounts a similar story from episodes of the past where he diagnosed an issue with lighting and solar powered keyboards.

-Jerry shares a PSA about Startup Security Utility on Mac computers with a T2 chip: https://support.apple.com/en-us/HT208198

-Joe has real time follow up! While recording the show, he heard back from the magnetized client who confirms that he was right on the money with his diagnosis.