Microsoft OneDrive Screws the Pooch

Having OneDrive on a non-NTFS partition is no longer allowed…

Over the past week or so, many, but not all, Microsoft OneDrive users have been dealing with a very confusing and very troubling issue regarding Microsoft OneDrive – If your OneDrive data store is on any other volume other than an NTFS volume, OneDrive will stop synching and display the following error message

OneDrive Error Message

Like many Windows users, during the week of 2017-06-25 through 2017-07-01, everything was fine. My Surface Book and OneDrive were working as expected. With the extended Independence Day holiday here in the States, most users – myself included – were off between 2017-06-30 through 2017-07-04. My first day back to work that week was Wednesday 2017-07-05. I didn’t have my Surface Book out that day, as my day had me pretty much confined to my desk due to my extended holiday break. While my work PC has OneDrive on it, my synched files are on the main drive, and its formatted to NTFS already.

The next day, I was greeted with the error message dialog box shown above. I was totally taken by surprise and really didn’t know what to do. So, I took to Twitter, and asked one of my most reliable contacts, Mary Jo Foley if she knew what was going on. She did, and the news was both good and bad.

OneDrive NTFS

It was nice to know that the issue was known and that someone had tried to start a conversation with Microsoft on it. What I found disturbing, was that Microsoft was – and still is – virtually nonexistent on the thread. They haven’t replied at ALL to any of the users looking for any kind of answers. However, one user – Jeremy Chu – did get an answer to the inquiry he made directly with Microsoft. I’ve reproduced it in its entirety, here:

Hi,

We stopped supporting non-NTFS file systems. This is affecting users with FAT32, Exeats and ReFS file systems. Users can get unblocked by converting the drive to NTFS.

Basically all you have do is, from a command prompt, type:

convert D: /fs:ntfs (if the drive in question is currently d:\)

Or visit – http://odsp.westeurope.cloudapp.azure.com/qq/onedrive-sync-client-pushed-out-a-change-where-we/ to get more insights!!!

Unfortunately, if you were unable to do so, contact our windows support team : https://support.microsoft.com/en-us/contact/menu/

Thanks,
OneDrive Team

It’s nice that Microsoft has finally acknowledged the issue; but it took them over four days to do so; and to be honest, the thread that I’m referencing is the OFFICIAL issue thread, and they haven’t responded there at all.

At all…

As far as many of us are concerned on that thread, their lack of communication was making many think that this is a simple bump in the road; and that at some point, Microsoft would “correct” the problem. With the response that Jeremy got, that’s clearly NOT the case. And it’s very unfortunate.

Now… there are a couple of issues here. I haven’t really jumped on my rant soapbox this month, at least not until now, so please bear with me. I’m going to cover them as quickly as I can.

Terms of Service
There has to be an out for Microsoft in the OneDrive Terms of Service that basically says,

“we provide the service (even if you pay for it); and you’ll use what you’re given, the way we give it to you, or you can go elsewhere.” Or in more legal terms,

“we reserve the right to change the way the service works as we see fit, with or without any notice to you”

And if this is the case, AND you agreed to those terms of service before you started using Microsoft OneDrive, then you have little to no recourse in the matter. In truth, if you didn’t agree to the service’s terms of service, you wouldn’t be in the boat, because you wouldn’t be using it. You can’t use the service without agreeing to its terms, first. Which brings me to my second point…

Communications
Like many users, this likely wouldn’t have been an issue or a problem at all – provided that Microsoft had communicated the change – giving users the opportunity to prepare for the change. There may be some OneDrive users – and I’m thinking specifically of OneDrive for Business users – that may not be able to convert their drives to NTFS for one reason or another

If there had been some kind of notice on this, many would have had the chance to prepare for the change and either convert their drives – via the process outlined by the OneDrive Team, above – or to just blow the old data store and resync everything.

However, without any kind of heads up or official notice from Microsoft that the change was coming, many users were caught off guard… which is problematic. You never want to catch your users off guard. While the service owner can do almost anything they want once they Terms of Service are accepted by a customer, there is an aspect of service interruptions and uptime that needs to be addressed, and unfortunately, the way this initially appeared, despite the error dialog box, above, this appeared as an outage and not as the dropping of support for non-NTFS formatted drives on local data stores.

Bad form, Microsoft. Bad form!

What about other platforms??
The one big thing that I see missing here, is any kind of statement from Microsoft on how this change effects other platforms – like macOS. macOS uses HSF+ and ApFS (Apple File System) and Microsoft hasn’t said anything about how the switch to NFTS will or will not affect Macs and Mac users using OneDrive for Mac.

Then again, they also haven’t said if this has anything to do with Files on Demand or any other feature, either. Though to be honest, it like does have something to do with some OneDrive updates that are scheduled to hit in the Fall Creators Update (FCU).

However, what’s really kind of confusing is whether or not OneDrive’s NTFS requirement also excludes drives formatted with ReFS or Microsoft’s Resilient File System. ReFS is close to NTFS, but apparently doesn’t support one of the big features that OneDrive needs – reparse points. If this is the case, the question that is begged here is whether or not OneDrive will work (or continue to work) with ReFS; or better yet why Microsoft hasn’t updated ReFS to work with OneDrive.

Did you bump into this problem over the past week or so? Did you have OneDrive synching your data to an SD card or to an older, external drive that was formatted as FAT32? How did you resolve the issue? Did you do what I did and just knuckled under and reformatted the drive and resynchronized? Or did you convert the drive? Why don’t you meet me in the Discussion area below, and let me know? I’d love to hear from you!

Related Posts:

Waxing iNostalgic – iPhone’s 10th Anniversary

I’ve got very specific memories of using Apple’s early iPhones…

I’ve been an iPhone user for quite a long time. In fact, I covered iPhone 3G Day for Gear Diary’s Judie Lipset Stanford back in the day when I helped her get Gear Diary off the ground as writer number 3 for the site (Judie was writer number 1, Mitchel Oke was writer number 2…). Back then, Gear Diary was really a mobile first site, covering any and all mobile technologies. I wrote a lot for her between 2006 and 2008.

In July of 2008, I stood in line at a local AT&T store and picked up an 8GB iPhone 3G. It was the big boy back in its day, and it was the BOMB… or so I thought. I ended up selling the device just three months later. It wasn’t a hard decision to make, as I recall. At the time, I had had just about enough.

At that time, AT&T had a HUGE wireless coverage problem. At the time, no one seemed to be able to understand that a wireless internet device was only as good as the coverage it needed for internet connectivity. I, however, put two and two together, and made the “3G light bulb” come on for many bloggers. At the time, someone submitted my article to Slashdot, and Gear Diary came down as a result of the entire internet reading the article… apparently, all at the same time. It was very exciting, but very troubling for the site, as we tried to figure out how to keep it from falling over due to the avalanche of traffic.

Ultimately, it was AT&T’s numerous coverage issues that caused me to dump my iPhone 3G. To be honest, I just couldn’t take it any longer. When you’re sitting completely still, and your call drops 8 times in under 30 minutes, something has to change. That kind of connectivity problem didn’t exist with other smartphones at the time. I sold my iPhone 3G and was much, much happier.

However, I recognized and realized that the formula that Apple was working on would eventually gain ground over both Blackberry and PocketPC (Microsoft), the two industry leaders at the time, and had mixed feelings about my sold iPhone soon after. However, I was determined to wait it out.

I came back to iPhone with the iPhone 4S, three full revisions later (the iPhone 3Gs and the iPhone 4 were released prior to the iPhone 4S). By that point, Apple’s ecosystem of apps, music and video content had matured enough that it was a much more compelling smartphone choice; AND more importantly, AT&T had done a great deal of clean up on their network coverage issues. I’ve been a consistent iPhone user since the release of the iPhone 4S, and so has the rest of my family.

With 2017 being the 10th anniversary of Apple’s iconic iPhone, I’m looking forward to the release of whatever they end up designating as their 10th Anniversary model, be that the iPhone 8, the iPhone X. By any name, it’s bound to be an iconic device, and definitely one for the history books.

Stick around, kids. I’ve got some really fun and interesting Apple related updates and reviews coming in the next week or so.

Related Posts:

MacSales Introduces 2.0TB Aura Pro SSD

MacBook Pro upgrades are few and far between; and you NEED to look at this one, long and hard…

I’ve been using Apple computers since 2006 when Apple made the switch from PowerPC chips to Intel. At that point, due in large part to Apple’s Boot Camp, it made perfect sense. Back during this time, it was really easy to upgrade nearly every Mac. Today, Apple’s Boot Camp even supports Windows 10, continuing to make it a perfect multiplatform solution.

In 2012, Apple released the retina MacBook Pro. This display change signaled not only a change in Apple display technology, but a change in its notebook architecture. At this point, according to Apple, the MacBook Pro was no longer user upgradable.

That is… until now.

On 2017-06-26, MacSales and OWC (Other World Computing) announced the availability of a 2.0TB SSD upgrade for the mid-2012 to early 2013 Apple MacBook Pro with Retina display. This particular upgrade is a HUGE deal. OWC and MacSales are one of the very few providers of upgrades for this class of MacBook Pro notebook. The upgrade comes in two flavors – one with an external enclosure and one without.

The Aura Pro 2.0TB SSD upgrade frees up and boosts capacity on the internal hard drive – at over five years of MacBook Pro ownership. The Aura Pro drive is also available as a kit with an Envoy Pro enclosure to immediately reuse an Apple internal hard drive, creating a new external USB 3.1 Gen1 portable drive. This is the perfect upgrade for a middle aged Mac, as it increases storage by at least 1TB (for those MacBook Pros that came with a native 1.0TB internal SSD).

aura

The Aura SSD line is a professional storage line that offers increased performance not only over the native SSD, but other SSD replacements. It also provides

The Aura Pro SSD offers a wide range of industry-leading controller technologies for performance and reliability, including:
• Global wear leveling algorithm automatically distributes data evenly and manages program/erase count, maximizing SSD lifespan.
• StaticDataRefresh technology manages free space, gradually refreshing data across the SSD over time, enhancing data integrity.
• Hardware BCH ECC corrects errors up to 66-bit/1KB for superior data retention and drive health.
• Best-in-class power consumption.
• Advanced security protocols support AES 128/256-bit full-drive encryption.
The cost of the 2.0TB Aura Pro is $899.99 USD for the drive only. If you’re looking for the kit with the Envoy Pro enclosure, it will set you back a cool $939.99 USD.

I had an Aura Pro 480GB SSD for the Late 2012 MacBook Air that I had for a couple of years. The performance of that drive was totally awesome. The performance bump on that i5 based Mac was definitely noticeable and a huge boon. It was more than worth the cost of the drive.

I am currently working with OWC and MacSales to see if I can get one of these drives for review. I will let you know how that effort goes. It will be a nice contrast review against the Mid 2017 15″ MacBook Pro and OWC/ MacSales USB-C Dock and Thunderbolt 3 Dock that I have waiting in the wings.

Related Posts:

Top 10 Tips to Avoid Malware

In light of the latest bit of ransomware – Petya – here are tips to prevent getting hacked

The latest bit of ransomware – dubbed Petya – is currently running through banks, financial institutions and healthcare facilities in both Asia and Europe. The bug, like most ransomware, encrypts corporate data by encrypting hard drives, preventing access to needed data and computer systems. It also seems to have crossed the pond and entered the US.

Pharmaceutical manufacturer Merck reported that it had become infected with the malware as did multinational law firm DLA Piper, which counts over 20 different offices in the United States. Heritage Valley Health Systems, a health care network that runs two hospitals in Western Pennsylvania, also confirmed in a statement to Recode on Tuesday to be the victim of the same ransomware attack that has spread around the globe.

Petya in and of itself is a bit problematic in that this particular bug has the ability to adapt and mutate quickly, often working around patches that have been released by operating system and anti-malware vendors alike. With Petya, it’s difficult to insure your computing systems stay malware free. Anti-malware and OS vendors are having a great deal of trouble staying ahead of the game.

So, what’s the best way to stay Petya (as well as other phishing and ransomware infections) free? The best advice I can give ANYONE is to follow these top 10 computer security tips.

1. What’s in a Name?
Just because you see an email in your inbox from a name you recognize doesn’t mean they sent it to you. Be wary of all email in your inbox. Inspect the email address. If it looks suspicious or if you don’t recognize the domain (the wording after the “at sign” – for example @microsoft.com), don’t open it. Delete it immediately.
2. Look but don’t Click
Hover your mouse over any embedded links in any of the emails you receive. Don’t click before you do. A tool tip should appear showing the actual email address, or in the case of browser based clients, the address should display in the status bar at the bottom of your browser window. If the address isn’t one you recognize or if it looks strange, again, don’t click it.
3. Check for Spelling or Grammar Mistakes
Legitimate messages don’t have major spelling errors or clumsily structured sentences. If the message reads strangely and strikes you as unprofessional, its likely a fake. Delete it.
4. Analyze the Salutation
Messages from financial institutions will always address you by your name. They’re never going to call you, “Valued Customer.” If you get something like this from one of your financial institutions, I’d delete it and ignore it.
5. Don’t Give out Your Personal Information
Legitimate companies will never ask you to provide identity information or credentials via email. EVER.
6. Beware of Urgent or Threatening Language in the Subject Line of any eMail
Invoking fear via threatening or urgent language is a common phishing tactic. Be wary of any email indicating that your “account has been suspended,” or your account has had an “unauthorized login attempt.” There’s an excellent chance the emails are bogus.
7. Review the Signature Line
Lack of details about the signer or the absence of their contact information at the end of the message strongly suggests a phishing attempt
8. Don’t Click on Attachments
Malware payloads are often embedded in email attachments. Don’t open any you weren’t expecting, even from someone you know. Contact them offline, if possible, and confirm they sent you the attachment.
9. Don’t Trust the Information in an eMail Header
Hackers are smart enough now a days to spoof not only the display name, but the mail header as well. Even if you know how to check this information, you may not be able to validate it as genuine, so don’t bother. Assume this information is fraudulent in any suspect email.
10. Don’t Believe Anything you see
This is NOT your father’s internet any more. The world is hell bent on stealing everything you own and could own in the future (your identity, your credit, etc.), so the best defense is a strong offense – don’t trust anyone or anything you suspect is illegitimate. It may look valid, but it’s better to err on the side of caution that to spend the next 8 to 14 months straightening out your credit because you were the victim of a phishing attack. If you have even the slightest doubt or it even remotely looks suspicious, don’t open the message.

The point of all of this is that THIS particular piece of malware REQUIRES diligence.

Petya is rapidly changing. Its mutating and adapting to patches and detection engines in popular and well known, professional grade malware prevention products. You HAVE to be careful here, or you may end up losing everything on your PC.

Aside from the above, you should also do the following proactive steps on a regular basis. (start NOW if you haven’t done these yet, and insure that you do it malware free):

1. Install and Run an Anti-Malware Package
I have used a number of different packages over the years. Right now, one of my favorites is IOBIT Advanced SystemCare 10 Pro. Regardless of what you use, get one, install it, and use it… often.
2. Get your data on a cloud service
Whether we’re talking productivity files (Word, Excel, etc.) or pictures and home movies, it doesn’t matter. Get your data synchronizing with a cloud service so that you have an easy way to get your data back if it gets taken hostage.
3. Start a Local Backup Regimen
Macs have Time Machine. Windows users have Windows Backup; or you can use AOMEI Backuper and AOMEI Image Deploy. However, any way you cut it, you need to start and execute a local backup plan.
4. Start an Off-Site Backup Regimen
In order to do this, you need an off-site back up service like Carbonite or Backblaze. These low cost, subscription based services allow you to back up your computer over the internet and allow you to do a simple restore as well via the internet or via a hard drive that you can order and have delivered to you.

So, in summary:

1. Trust your Gut. Don’t open goofy looking email. Just delete them
2. Backup your data
3. Install and run an antimalware app

Have you gotten hit by ransomware? Have you paid the ransom, or have you just blown or replaced the drive and started over? I’d love to hear from you if you have gotten bitten. If you have, hit me up in the Discussion area, below, and tell me all about it.

Related Posts:

AOMEI Image Deploy

Deploy a consistent drive image to any networked PC with this must have Windows tool.

Whether you’re a tech savvy consumer or an IT tech looking to make your life easier, one of the biggest challenges I’ve ever seen faced is building and deploying a consistent PC image. What I mean is – have you ever taken the time to build your PC’s Windows installation and gotten it JUST the way you want it, only to have viruses and bad software make it the worst PC you’ve ever seen? I have; and it’s frustrating beyond words trying to get it back to the way it was before everything went sideways. That is… until now.

This is the biggest reason why I like AOMEI Image Deploy. It’s a Windows tool that allows you to quickly and very easily put a standardized image on any PC connected to your (home or corporate) network.

In a corporate or business IT setting, IT techs often deploy specific desktop and laptop hardware. They often take time to craft one installation on each of the hardware types they support and then take a snapshot or image of the drive. The idea here is to deploy the exact SAME Windows build and software installs to each and every like piece of hardware you support. Then, when you have a faulty drive or the need to recreate that install elsewhere, it’s very easy to get that computer back to where it was. Troubleshooting takes minutes instead of hours.

If you opt to pay for AOMEI Image Deploy Technician, the app provides support for dissimilar hardware. This will allow you to deploy a single image to multiple clients, even if those computers are configured with different components. Having different drives, graphic boards, mother boards, etc. won’t mater. You’ll be able to ensure normal system startup on Dells, Lenovo’s, etc. with the same image.

AOMEI Image Deploy is a free image deployment and network cloning app that supports deploying and restoring images to multiple computers over a network. It will not only offer a free deployment solution, but it will allow you to do it simultaneously.

App Pro’s: End to end Free deployment solution, Easy to use, can deploy a single image to a number of different PC’s simultaneously

App Con’s: Free version doesn’t support dissimilar hardware, Technician Edition is $200USD, Free version has low priority support

Conclusion: While I have never been a PC tech, I’ve gone down the image deployment route for my own PC restore needs. With the large number of shareware titles I’ve reviewed over the years, having an app like AOMEI Image Deploy would have made my life SOOOO much easier. All you need is a standard image and a network connection. The software will do the rest. Images deployed by AID are created in AOMEI Backuper. Thankfully, that app is ALSO free and available here on Soft32.com.

The images are easily created and stored. The deployment software is easy to use. Since both are free, this is probably one of the easiest decisions I’ve ever had to make.

Please note that AOMEI Image Deploy it works only in conjunction with the company’s AOMEI Backupper Professional Edition backup software.

URL: http://aomei-image-deploy-free.soft32.com/

 

Related Posts:

Surface Book Supplies are Constrained – Part 2

This is not something you want to hear when you’ve got a fatal problem with your Surface Book…

Last time, I waxed poetically about how my three month old Surface Book turned up defective. It wasn’t a happy time over here, and I did my best to get Microsoft to cover its replacement under warranty. I was successful, but it took a bit of doing on my part; and it also uncovered an unknown and previously unannounced product constraint on the Surface Book.

There are effectively no additional units to be had (as of 10 days ago, based on the date that I’m writing this, 2017-06-12). I guess this just really bothers me. When something like this happened to me with my Surface Pro 3 a couple of years ago, product constraints weren’t an issue. I was able to get everything swapped out without issue. Now, there’s a problem getting replacement Surface Book units.

I was a bit curious about all of this, so I contacted my good friend, Mary Jo Foley, through Twitter:

I had heard about the rumor that Surface Book may be replaced, but it seemed to me to be insubstantial. I’m also not buying that the product’s supplies are being constrained NOW for a refresh later this year.

Yeah… I trust MJF completely, but I find that her not having heard anything about the current constraint to be concerning. She usually has the inside track (hence the “All About Microsoft” thing and her going so well together.

Since this whole incident went down, almost 10 days ago, things have been going pretty well over here for me and my Surface Book. However, this is not the first time that I’ve had a Surface device die on me when trying to restore the device to a previous version of Windows.

It happened twice with my Surface Pro 3, as well.

I don’t know if this speaks to a problem with the SSD, the SSD drive controller, the driver for the SSD or the controller, or just the process in general. However, to be honest, this is not something that I really want to repeat, any time soon. It’s gotten to the point where I really don’t have any trust in the Windows 10 Restore process.

I think it would have been fine if I had started everything with the Surface Book Recovery Image Image; but in truth, I don’t know for certain. It may just have been a bad controller. However, I wasn’t experiencing any issues or problems with my Surface Book that would leave me to believe I had a hardware issue. I just wanted to return to the previous build, which shouldn’t have been a problem. As soon as the device restarted for the first time, things went sideways.

If this were just an issue with the SSD (and not, as I have postulated, the drive controller), then the device should have started up from the Recovery USB stick. We should have gotten a different set of screens. Instead, all we saw was a flashing Surface Logo and the UEFI setup screens.

I think the things I find most concerning about all of this are the following:

1. No one seems to know what that drive icon with the “X” through it on the UEFI setup screen really means.
Is it a bad driver, bad drive or bad drive controller? According to the service techs at Microsoft’s Answer Desk (read the MS Genius Bar…), your guess is as good as mine… or theirs. They don’t have any documentation on it.
2. No one knows why Surface Book Supplies are currently constrained.
They also don’t know when they will get stock; or when the constraint will end. They can’t fulfill warranty replacements when someone brings in a three month old lemon and asks for an exchange, even if you’ve purchased their extended warranty (which I haven’t; but was suggested to me). I find this to be very confusing AND very concerning.
3. Microsoft tried to sell me an extended warranty for a broken unit they couldn’t replace. I’m also not pleased that the original service tech suggested that I lay down an extra $250 for an extended warranty that wouldn’t do me any good until God knows when. That didn’t – and still doesn’t – sit very well with me. It seems like the guy was trying to score points for a warranty sale that would benefit HIM instead of me.

So, at the end of the day, what am I left with?

1. A replaced Surface Book. I appreciate the Manager going the extra mile here and cannibalizing a business order to replace my defective consumer unit, but honestly, this should have been her first, go to answer. I shouldn’t have had to turn to leave and then beg her and the store staff for some other kind of solution to my replacement problem.
2. A bit of customer service concern. Again, I shouldn’t have to beg for something that should have been a very easy fix on Micrsoft’s part. They also shouldn’t have tried to sell me an extended warranty for something that I was in their store trying to have replaced. That was kinda tacky.
3. Confusion about the supply constraint. No one seems to understand why the Surface Book is currently constrained. At best all we’ve got is conjecture and rumor; and potentially upset customers who need replacement units, if needed.
4. Concern about Windows 10’s Restore Process. This isn’t the first time that I’ve had an entire unit break because I tried to use Windows’ Restore PC process. I think there’s enough here to warrant some kind of internal investigation. At this point, I can’t recommend users running Restore at all, especially on a Microsoft Surface device. I haven’t been able to run Restore without the process killing my device.

Microsoft…? Are you listening? I’d really appreciate an off line conversation, here. I’d really appreciate some answers. To be honest, I’m not completely comfortable with the results noted above, and I’d like to hear a response from someone at your office.

What about you, kids..? Has anyone here had issues with Microsoft’s Restore PC process in either Windows 8.x or Windows 10? Has it bricked your device? Have you done it on a Surface Book and then had trouble replacing it due to the supply constraint? Were you able to recover?

I’d love to hear from you on all of this. Why don’t you meet me in the discussion area below and give me your side of the story?

Related Posts:

Surface Book Supplies are Constrained – Part 1

This is not something you want to hear when you’ve got a fatal problem with your Surface Book…

A short while ago, I got a Surface Book. After searching for something to replace my Surface Pro 3, I have, in a sense, come home. During this journey, I have found that the old adage is true; and that you truly do get what you pay for.

So, realizing that a Surface device is really what I wanted, I sold the ASUS Transformer Mini T102HA in late January 2017. About a month later, since there is a Microsoft Store located near the office, I ran over and purchased an entry level Surface Book in mid-February 2017. When I purchased the device, the President’s Day sale was still going on, and the price was $250 cheaper.

On the whole, I’ve been fairly satisfied with the purchase and the model choice. It gets the job done, has all of the Surface features that I’m looking for, and didn’t break the bank.

Yeah… the clouds darken somewhat at this point.

So, I bumped into a problem with my Surface Book and needed to go back to a previous version of Windows. I plugged the Surface Book into its AC adapter and began the Restore Process that I detailed out in a two part columnar series here on Soft32 (Part 1, Part 2). I have done this before, and after you get through the preliminaries in making choices about what you want to keep and what you can live without, it’s really nothing more than letting the machine do its work.

So, I was very surprised after I started the restore and noticed that the device would only boot to its UEFI screen and then wouldn’t go any farther. In the upper right corner of the UEFI screen, you could see an icon that appears to look like a hard drive with some kind of “X” in the middle of it.

As the device was just about three (3) months old, I decided to take a two pronged approach here.

1. Follow the instructions noted on the support page Surface Turns on but Windows won’t Start. This included downloading a recovery image for my Surface Book, and then building and starting my Surface Book with the bootable USB drive that the process created.
2. Make an appointment at the Microsoft Store for service – just in case the above steps didn’t work.

To be very honest, the instructions in step number one, above, haven’t really failed me. Ever… until now.

In one previous case, I had to go to the Microsoft Store and THEY got the recovery image to boot, so when I tried and couldn’t get past the UEFI screen, I thought that they certainly would be able to.

I was wrong.

Even THEY couldn’t get my three month old Surface Book to boot from the USB based recovery image. From what we were able to determine that hard drive icon with the “X” through it indicates a bad drive controller. They declared the device dead in the water, and it qualified for a free replacement, being only 3 months old.

At this point, I was a bit upset, as I was looking at a three month old brick. There was nothing that the Microsoft Store could do to get the device to boot. However, it did qualify for a free replacement, and I thought I would be back up and running shortly.

Unfortunately, they told me, they didn’t have any replacement units available in the store. They also informed me that Microsoft’s Online Store also didn’t have any available. I gave them the whole “deer in the headlights” look. I had a difficult time understanding – there were no Surface Books to be had. From anywhere… I was dumbfounded.

What was worse, the only explanation that I got was that Surface Book supplies were, “constrained.” And that’s all anyone was able to tell me. They had no other information to share.

At this point, my options were few:

1. Leave the store with a non-functional device
This option had me calling the store to determine if they received any stock of the entry level Surface Book that could be set aside as a replacement for my defective unit. They weren’t especially confident that I’d be able to get anything from them any time soon. Again, Surface Book supplies were “constrained” was the only explanation they could give me.
2. Contact Microsoft Complete Advanced Replacement Program
Microsoft Complete provides additional and advanced warranty options for your Microsoft Surface device, should you need them. The service is $249USD and like Apple’s Apple Care, adds an additional 2 years of warranty coverage. They’ll also send you an advanced replacement if you’re a Microsoft Complete customer, should your device need immediate replacement.

There are a couple of problems with these options – because supplies of Surface Book are currently constrained, neither gets me a replacement any time soon. Due to the supply constraint, it’s also not known when a device would become available to replace my defective Surface Book. The Microsoft Complete option would also cost me $1750.00, plus tax ($249 for the privilege of having them charge me – and hold on my credit card, indefinitely – $1500 for a replacement device that they will send to me, again whenever they get one, requiring me to send my defective unit back to them).

After speaking to a manager and not finding any solution, I turned around to leave (effectively choosing option 1…).

I stopped about 5 steps away from the counter and turned back around. There were Surface Books – floor/ demo units – all over the store. Surely they could give me one of those…

NOPE! Those are demo units, and are not part of store inventory. (Awesome…!)

At that point, the manager came back over and I asked her about any other possible avenues. She quietly asked the tech that I was working with if there were any business orders prepped in the back with an appropriate Surface Book unit.

The tech nodded his head, excused himself and went into the back room again. A few moments later, he returned with a replacement unit. The Microsoft Store Manager cannibalized a business order to satisfy a consumer warranty replacement issue.

Shortly after the replacement was finished, I walked back to the office and began setting up my new Surface Book, a happy man.

Come back next time when I wrap everything up and attempt to look into a potential constraint cause, as well.

Related Posts:

Why Don’t they just Upgrade, Already..?!?

Is it me, or does this seem like it would be a no brainer??

I’ve been in IT for a LONG time. I cut my teeth on Windows 95, Windows 98 and Windows 98SE. Microsoft’s Windows XP days were some of my biggest hay days because I wrote literally THOUSANDS of tips covering ALL of these Windows versions and Office 95 – 97 and Office 2000 – 2007 during my tenure there. When I got through it, I was – and still am – one of the more knowledgeable Windows pundits out there.

Given all of the ransomware recently targeting older machines running unsupported versions of Windows – like Windows XP and Windows 8, a lot of people are starting to point fingers at others trying to figure out who exactly is at fault. Some blame Microsoft, because they’re Microsoft, because they run 97% plus of all the computers that run the businesses of the world, and because they have bazillions of dollars. Others blame the IT departments and workers in those businesses for not either abandoning those outmoded operating systems for something more modern.

My former co-worker Paul Thurrott had this to say in his 2017-05-19 Short Takes:

WannaCry is not Microsoft’s fault

If you’re looking to point the finger of blame for WannaCry, I think we can find some better culprits than Microsoft. For example, the hackers responsible for this attack are an obvious place to start. The businesses—which include hospitals and other medical facilities, banks, and more—that are still inexplicably running Windows XP and putting their customer’s data in harm’s way. And yes, sorry, also the over-cautious IT staffs at businesses around the world who delay Microsoft security patches for far too long because they are in some cases trying to justify their employment or have just lost sight of what’s really important in the risk/benefit debate around Windows patching. I know it’s not everyone. But the sheer scope of this attack says a lot about how we do things. And it says almost nothing about Microsoft except that, in this case, they did the right thing. Stop deflecting the blame.

There are a number of issues in Paul’s quote – as well as other mitigating circumstances – that I want to touch on, but let’s start at the beginning… There are a lot of folks out there that may not know what WannaCry is.

WannaCry is a serious strain of malware/ ransomware targeting Windows PC’s worldwide. The attacks from this nasty bug started on Friday 2017-05-12. The bug was targeted at computers and systems running Windows XP and Windows 8 machines, and while it effected systems around the world, it was initially targeted at the UK’s National Health Service. Infected machines had their data encrypted and users were locked out, unable to access any data on any connected drive or system.

This originated as a phishing attack. Meaning that someone emailed a potential target a message with an infected attachment . That person opened the attachment, releasing the virus. The hackers responsible demanded $300USD in bitcoin to unencrypt the effected machines. Aside from the UK’s NHS, Germany’s rail system, Renault and Nissan factories, FedEx, Spanish telecom Telefonica, and even Russia’s central bank got hit by the data encrypting malware. In the end, well over 300,000 computers were infected globally.

There are a couple of things of note here:

  1. Why are these Older Systems Still Out there?
    To be blunt, there could be a number of reasons – The company using the machine doesn’t want to spend the money to replace the system, or they don’t have the money to replace the system because (reasons).More than likely, the effected machine is a legacy system sitting on a medical device or label printer or some other mission critical piece of equipment that is ONLY guaranteed to run on certain versions of an operating system, and the company that owns it can’t afford to replace it because nothing else like it is available; or they can’t find a way around the loss of the machine to their business process, or some other cost prohibitive reason that mandates that THAT specific machine stays exactly where it is, doing that one specific thing that the company can’t seem to live without.I’ve seen this happen at hospitals with ultrasound machines or some other medical device that can’t be replaced or upgraded due to licensing, budget or other cost based issues. I’ve also seen this happen in industrial settings (like the cited FedEx example, above) where there’s one piece of equipment that only runs software/ drivers that are compatible with a specific version of Windows and the business can’t or won’t replace it due to cost, or some other reason.As of this writing no known US government systems have been infected.
  2. Why haven’t the IT Department Updated/ Upgraded these Systems?This is a multi-faceted issue. No matter how you slice this issue, the effected IT department carries a large part of the blame. In some cases, the IT department got overruled and management has opted to roll the dice and risk getting hit by malware. However, Microsoft itself is also partially to blame, here. Allow me to elaborate…Microsoft has a huge history of releasing security patches and then patches for those patches because their testing process failed to account for every driver of every peripheral possibly attached to any and every partner, OEM’ed version of Windows out there. In other words, no matter how extensively Microsoft’s QA department tests, they’re always going to miss testing some testing some edge cases and that causes stuff to break in the wild.So, because there’s so many different kinds of computers that can work with some many different kinds of devices and peripherals, Microsoft can’t release patches without breaking something, somewhere.As a result, many IT departments/ businesses unwilling to risk having some mission critical piece of equipment going down due to a bad or faulty patch being applied opt NOT to patch, leaving their systems buggy and vulnerable to attack.

    IT departments are also largely unwilling to apply patches to every day production machines without the “proper” amount of testing being completed in their own test labs, prior to deployment. In fact, in many cases, Microsoft releases patches for previous patches and instead of updating their systems and living with the new problems (which could be bigger problems than the ones they’re currently living with), they wait for “early adopters” to discover them. These wait and see IT departments gain the benefit of avoiding new bugs and issues at the expense of remaining unpatched and vulnerable to known vulnerabilities.

    For them, patching Windows has historically been a lose-lose game.

So, given all of this mess, what SHOULD you do?

That’s simple –

  1. Stop running an unsupported operating system.
    Even though Microsoft patched the WannaCry exploit months ago and also provided patches for Windows XP and Windows 8 (even when they said they weren’t going to provide patches for those OS’ any longer), the best thing that you can do is find a way off the out dated, unsupported platform.
  2. Update Your Mission Critical Components
    In the case of mission critical hardware requiring drivers or other middleware only rated to run on older machines/ operating systems – find a way to live without them. Period. Change the business process, change operating systems/ platforms… do SOMETHING other than staying where you’re at. While it may be costly, in the end, it’s going to be cheaper than figuring out how to disinfect or decrypt effected systems
  3. Upgrade Already!
    Microsoft is never going to allow the circumstances that allowed Windows XP to stay on the market for 15 or so years to recur again. It’s YOUR business’ responsibility to figure out how they’re going to get you from one major OS version to another without killing the company’s productivity.WannaCry doesn’t target Windows 10. It also doesn’t work on patched systems.

So, is my PC at risk?

Your PC is at risk if its running

  • Windows Vista
  • Windows 8.x
  • Windows Server 2008 R2
  • Windows Server 2012
  • Windows Server 2012 R2
  • Windows Server 2016

If you’re running Windows XP, you need to upgrade immediately. If you’re running any of these other operating systems, Microsoft has issued patches to prevent WannaCry from infecting your system. Run the patch or upgrade your computer.

Regardless of which version of Windows you’re using, you need to make certain you’re up to date on all of your security patches.

OK, now that that’s out of the way, let’s talk about Paul’s statements and wrap this all up.

It’s not all Microsoft’s fault
There are literally hundreds if not thousands of different kinds of Windows compatible peripherals out there that require some kind of driver or middleware to work and Microsoft can’t buy and test them all. When you start working out the different permutations on all of these, it’s easy to get dizzy very fast. The best anyone can expect from Microsoft is to test those combinations that seem to be the most popular. After that, you’re on your own.

IT Departments Need to Upgrade
Debugging Windows problems can be a huge headache. The biggest way to avoid the problems is to not patch in many cases. Not everyone is going to get hit by every problem out there, so reducing cost by increasing risk can save a lot of time, money and headaches. However, when issues do arise, they tend to be big ones…

If your computer has been infected, you have a couple of options

  1. Restore from an Uninfected Backup
    Having a redundant backup plan is important. If you’re hit by WannaCry or any other virus and can’t get clean, restoring from a known, good backup may get you back up and running quickly. If you don’t have a redundant backup plan (local backup, local backup of backup and off site backup) figure one out now.
  2. Blow the Machine and Start Over
    Cutting your losses and starting over may be the only option you have, especially if you don’t have an uninfected backup to restore to. In this case, starting over is likely your only option. This may be less painful if you have your data stored on a cloud service like Drop Box, Google Drive or Microsoft OneDrive. That way, with all of your data easily resyncable to your computer, all you need to do is install the OS, reinstall your apps and download all of your data. This is somewhat similar to the work in option #1, above.

The last thing you’ll need to do is make certain you have an anti-malware package installed and running on your machine. Having an offline anti-malware scanner for when you get bugs that your regular scanner can’t remove is also helpful.

Did you or anyone you know get hit by WannaCry? Have you ever gotten hit by any kind of ransomware or other piece of malware that basically killed your access to your computer and all of your data? Did you pay the ransom? Did you get your data back? Did the hacker make you pay more than once? How did you get rid of the infection? I’d love to hear about your situation, in detail. Why don’t you meet me in the discussion area, below and tell me all about it?

Related Posts:

Stay in touch with Soft32

Soft32.com is a software free download website that provides:

121.218 programs and games that were downloaded 237.780.356 times by 402.775 members in our Soft32.com Community!

Get the latest software updates directly to your inbox

Find us on Facebook