What to Do in an Emergency

jjmarcus is here to help you use and enjoy your tech, and to help you avoid technological emergencies. We work with you to set up backup systems, spare equipment, and crisis-recovery plans. If we have implemented such plans, and you keep regular appointments to make sure everything is in good shape, then we are happy to try to get you out of the occasional jam.

Most emergencies, however, are better handled by other parties, such as your internet service provider or computer manufaturer. If you are experiencing such a technological emergency, we ask that you consider the following recommendations:

If your internet service is down, please contact your internet service provider immediately. Ask them:

  1. whether their Internet service is up in your area, and
  2. Whether they can “see your modem.”

Time Warner’s phone number is 210-224-0500, AT&T’s is 877-SBC-DSL5 (877-722-3755), and Grande’s is 210-320-4600.

If your ISP says your internet is working, then try restarting your modem, router, and other networking devices, by unplugging them one at a time, waiting 10 seconds, then plugging them back in.1

Some might find it valuable, or imperative, to maintain an internet connection at all times. Such folks should consider a secondary internet connection, such as a mobile broadband card, ClearSpot, or Mifi, or turn on the tethering feature on their iPhone.

If your computer hardware is failing, please contact the manufacturer. For example, if your Mac exhibits issues that are clearly hardware-related — such as a failed screen, reluctance to turn on or to sleep, or poor battery life — and your Mac is younger than three years and is still covered by AppleCare, please call 800-275-2273 or schedule a Genius Bar appointment online. Look in the right sidebar of this page, toward the bottom, for links to local San Antonio Apple stores.

When possible, consider purchasing a spare or replacement unit. Having a secondary computer, camera, printer, and network switch on hand is a superb way to stave off downtime.

Similarly, if you are having problems with a particular piece of software, especially professional apps, and you have a support agreement for that application, you might send an email to their tech support department.

If you have not yet explored the online Mac community, it is also incredibly helpful. Much knowledge can be found at sites such as MacFixit.com, MacInTouch.com, and Apple’s own Support site.

Please understand that we offer these suggestions to save you time, money, and headache, and we happily anticipate the opportunity to help you avoid any such emergencies from affecting you in the future.

  1. Geeks call this turning off and on “power cycling,” and it is one of the fundamental troubleshooting techniques in the world of gadgets. ↩