Lesson Learned: Don’t Update an iOS Device on the Day the Update is Released

I learned it the hard way — and won’t forget.

Yesterday, I spent about 3 hours in an Apple Store. It was not pleasant.

It all started when, in preparation to update my iPhone and iPad 2 to iOS 5, I synced my two iOS devices. I got an error message. Thinking that was probably not a good thing before doing an OS update, I made an appointment at the local Apple Store — which is walking distance from our Phoenix place — with an iOS Genius. An hour later, I walked over with my iPhone, iPad, and syncing computer, a MacBook Pro.

The “genius” (and this guy definitely deserves his title put in quotes) looked at the situation and told me that because the error message appeared on my Mac and not on my iOS device, he couldn’t help me. But he could make an appointment for me later that day.

If there’s every a way to piss me off, it’s to tell me I’ve wasted my time and need to come back later in the day to waste more time. I gave him a lot of grief, which he deserved. It gave me a really good idea about the quality of management at the Biltmore Apple Store: it sucks. It was the first time I’d ever left the store angry, without my problem resolved.

I went back to my office and started troubleshooting on my own. That’d when the iOS 5 update was released. Since the problem had been resolved on my iPhone, I figured I’d update that. Things went smoothly — on our fast Internet connection, I was able to get the download in less than 15 minutes. But the upgrade kept failing.

So I showed up at the Apple Store again for my second appointment of the day. This time, they put me with a Mac expert. He listened to my problems, looked at his watch, and told me he had to go to lunch in 8 minutes.

What was I saying about Biltmore Apple Store management? Oh yeah. It sucks.

He started out by using Software Update to look for updates. I’d done that first thing in the morning and there weren’t any. But now there was — Mac OS X 10.7.2 — making me look like an idiot. He began the install and while it was working, left for lunch.

Another genius stepped up to fill his spot. I told her that since the process would take some time, she should help someone else. I’d try to resolve it on my own and let her know how I did.

I got the Mac OS update done and then tried again to update my iPhone. No joy. By this point, everyone was tweeting about server problems. I didn’t think this was server related, but when I realized that some kind of verification was going on and that’s where it was failing, I agreed that was the issue. I kept trying.

Connect to iTunesMy phone became “bricked” — completely unusable — with a “Connect to iTunes” image after the fifth try.

Now a small seed of panic began growing inside me. My iPhone is my only phone. It’s for personal and business use. It’s the only way I can be contacted by voice communication.

After trying a few more times, I talked to the new genius they’d assigned to me. (I hadn’t moved from my stool at the Genius Bar.) He tried updating from another computer. When that failed twice, he took it in the back of the store somewhere.

I sat with my laptop and iPad, researching possible solutions on the Web and Twitter.

After 20 minutes, he returned with my phone and some bad news: he wanted to replace my phone.

Now if he was offering to replace it with a factory new iPhone 4, never touched by human hands since leaving China, I would have gone for it. But he was offering a reconditioned phone. And I have terrible luck with previously owned devices. The idea of using a phone that once belonged to someone else — who may have dropped it in the toilet for all I knew — really wigged me out. I told him I’d keep trying.

He set me up with an Ethernet connection to the Internet and a power cord.

And I did. I kept trying updates and failing. While that was going on, I kept searching for troubleshooting tips. @singhpanther on Twitter suggested Lifehacker. I found “How Do I Fix My Bricked iPhone, iPad, or iPod touch?” and worked my way through the instructions, including the DFU mode stuff. I kept trying updates…and failing.

All the while, people kept coming in with iPhone 4s showing the same “Connect to iTunes” icon I had. I counted about a dozen of these people, all looking lost and bewildered.

Finally, after spending a total of about two hours on that damn Genius Bar stool, it worked. My phone was recovered and working properly with iOS 5.

I don’t think it’s anything special that I did. I think I just managed to squeeze into the server queue at the right time for success.

By that time, the lunching genius was back at his place. I showed him my phone. “Got it working, ” I said.

“Of course,” he said smugly. “What do you think we were doing back there?”

You were doing nothing that worked, I felt like snapping back to him. After all, they hadn’t fixed it. They wanted to replace it and put it back on iOS 4.2. It was my perseverance and refusal to let them take the phone away that had resulted in success.

But as I age, I’m realizing that it just isn’t worth arguing with smug assholes like him. So I just got up off the stool and left.

What was I saying about the management of the Biltmore Apple Store? Oh, yeah. It sucks.

The lesson I learned from all this is this:

With millions of iPhones and iPads out in the world and a rabid user base that’s willing to wait overnight in long lines for new devices, it’s not a good idea to update iOS on the first day of its release. Wait a day or two — it’ll all go more smoothly.

And yes, iOS 5 is worth the wait.

A New Computer

The end of a rough month brings a nice reward.

I’d been thinking about replacing my aging 24-inch iMac computer with a newer, faster model for some time. I almost did it in April, but some Twitter friends wisely advised me to wait for the new models, which were due out in May. By that time, I was hard at work on My Mac OS X Lion book, racing against a deadline set not only by the software’s pending release but by my annual trip to Washington State for cherry drying work. I didn’t get the book done before I had to leave, so I packed up my iMac and other office equipment and headed north. I decided to wait until I was finished with the book. If I had a computer sitting there, waiting for me to set it up, I’d be too distracted to get any work done.

Death of a[nother] Hard Disk

Not buying the new computer turned out to be a bad decision. On Friday, June 17, the iMac gave me a weird error message about ejecting a disk — when I hadn’t ejected a disk. I was running out the door to take care of other business and when my computer wouldn’t shut down the usual way, I just powered it off. Later that day, it wouldn’t start from its internal hard disk.

That’s when I started to realize I might have a problem.

I knew I had a problem the next day when Disk Utility — the Mac software that can usually fix disk and directory related problems — couldn’t fix the disk.

My last full backup had been in May. I use Time Machine for effortless backup, but I’d disconnected the backup drive when I left home. Although I didn’t bring the drive with me last year, I did bring it this year. I’d been thinking about hooking it back up, but laziness got the best of me. So my most recent backup was about three weeks old.

Since then, I’d written at least a dozen chapters of my book.

I was lucky. Really lucky. I was able to mount the disk and suck important documents off it — including those all-important manuscript files. I also sucked off the applications, which had not been backed up. With my most important files on an external hard disk and the big Time Machine backup handy, I tried to format the hard disk, figuring I’d reinstall the software I needed to finish up the book.

My luck didn’t hold. The hard disk just wouldn’t consistently mount. I couldn’t successfully reinstall the operating system on it. It looked as if it needed a new hard disk. Again.

A Temporary Solution

So now I had a book project due very soon that required a working computer with a big monitor to complete. After all, I do layout for my Visual QuickStart Guide books and I shudder to think of laying out a book in InDesign on a 13-in MacBook Pro.

I stayed amazingly calm. First, I hopped into the truck and went to Wenatchee. At Costco, I bought yet another portable WD 1TB USB hard disk.

Yes, I know FireWire would be faster, but it isn’t as if Wenatchee, WA has a lot of choices when it comes to computer hardware. Besides, rain was moving in and there was a good chance I’d need to fly. I didn’t have time to look for a better option.

A new internal hard disk was out of the question. Special tools and expertise is required to disassemble an iMac and install a hard disk. I lacked both.

So I set up a USB hard disk with Snow Leopard, Photoshop, and InDesign. I had the original discs with me, since I planned to do a clean install on my new computer when I got it. I didn’t even bother updating any of them. I just got back to work.

And I was surprised. I expected the computer to be painfully slow. After all, it was booting from an external USB 2 hard disk. It was running some pretty intense software from the same disk. Although I saw a spinning beach ball a lot more often than I like to, it was tolerable.

The New Computer

Of course, while all that software was installing, I was on my laptop, configuring the computer’s replacement. I ordered a very sweet system:

    27" iMac

  • Computer Model: 27-inch iMac – the monitor size is 3 inches larger than my old computer, but it’s widescreen instead of standard so it really doesn’t seem that much bigger.
  • Processor: 3.4GHz Quad-Core Intel Core i7 – this is the best and fastest processor offered for this computer. The Apple sales guy told me that it was faster than current Mac Pro models. (Of course, those are due to be updated shortly.)
  • RAM: 8GB 1333MHz DDR3 SDRAM (2x4GB) – this is twice as much RAM as I had. And the configuration will allow me to double it in the future because there are 4 RAM slots and I’m only using two.
  • Hard Drives: 1TB Serial ATA Drive + 256GB SSD – yes, that’s two hard disks to destroy.
  • Graphics: AMD Radeon HD 6970M 2GB GDDR5 – this is the best offered. I figured it would come in handy for my video editing work.
  • Mouse: Apple Mouse – call me old-fashioned, but I don’t like to depend on battery power for a mouse. Besides, already I have all kinds of Bluetooth pointing devices I had to buy to write about.
  • Keyboard: Apple Num Keyboard – I don’t like to depend on batteries for a keyboard, either. I do have a Bluetooth keyboard if I decide I want to use it.

The computer cost a small fortune. I get a minuscule discount from Apple as a Peachpit author; it was almost enough to cover sales tax. But I can justify the expense. I use my desktop computer for so many things in all of my business endeavors, from writing and laying out books to processing video to invoicing and accounting to creating marketing materials. Why settle for less than the best (if you can afford it) when the best can make you more productive?

It took nine days for the computer to arrive. It was shipped via FedEx directly from China. (I sure do wish Apple and other companies would build things here.) It was delivered to my RV in Quincy, WA, where I’m living for the summer, the day I finished writing the book. It sat in its box overnight as I finished up a bunch of editing.

There was no unboxing ceremony. I deactivated Photoshop and InDesign on my old iMac and shut it down. I moved it from desk to countertop, wiped down the desk, and set up the new computer.

I know this is going to make me sound like an Apple fan-girl, but as I took the crystal clear cellophane off the monitor, I couldn’t help but think how beautiful the computer was. And, as I thought about it, I realized how incredibly weird that was. Hell, it’s just a computer.

Setting Up

My Hard DisksBecause the computer had two internal hard disks, I decided to get a bit fancy with the setup. I left the operating system and applications on the smaller SSD drive and moved my Home folder to the larger ATA drive. I didn’t just put my home folder on that drive. I made my home folder the drive itself. Not only does the disk icon look like a Home folder icon, but when you open it, you find the contents of my Home folder. One less level of folders to dig through.

As for hard disk names, I always try to give my disks meaningful names. Now I had two disks to name. It was quite a dilemma for me. I put it to my Twitter friends and @BrianDunning came up with an interesting suggestion: Cyclic and Collective. At first, I didn’t think they were quite right. But the names grew on me and I wound up using them.

I spent most of yesterday installing software from original program disks and downloads from the Internet. My Internet connection here is via MyFi with a 3 GB monthly bandwidth cap. (I’ve already hit 6 GB this month; that’ll cost me an extra $30.) So I did most of my downloading from a coffee shop yesterday morning and from a wine bar yesterday afternoon. Microsoft Office 2011 was contained in a 1 GB file; other updaters were nearly as large. Had a hiccup with my Final Cut Pro installation and had to restart it; sure hope it works this time because it seems to take forever.

As for Time Machine, I also bought a Seagate 2TB desktop hard drive at Costco. I set that up to back up both drives. I plan on getting some mirroring software to mirror each disk on portable drives. That’ll be a total of two full backups. Lesson learned.

I have some final editing to do on my book and I expect to get to that this afternoon. I’m sure it’ll take quite a while to get the new computer set up the way I need it to. But I’m looking forward to the process and having a clean installation of software and files on a much faster computer.

Just Say NO to Flash

Are you as frustrated as I am about Web sites relying on Flash?

I need to share a little rant here.

Flash LogoUntil recently, I never realized how many Web sites are built around Flash. I’m not talking about sites that include Flash animations here and there. I’m talking about sites completely contained in a Flash animation.

Like this monstrosity: http://www.stingraysushi.com/

Stingray Sushi is a restaurant. Its site includes a menu, which can only be viewed in that Flash animation.

Now I don’t know about you, but sometimes I look for a restaurant when I’m on the go. I’ll whip out my iPhone or iPad, open the Maps app, and search for restaurant. Or I’ll use the Safari browser to Google a specific restaurant. Either way, my goal is to see the Home page for the restaurant so I can learn more about it and the food it serves before I drive/walk over. To do that, I need to be able to see the Home page or, at least, a menu.

Unfortunately (or perhaps fortunately), I’ll never be able to see the Home page for Stingray Sushi on my iPhone or iPad.

Now you might want to blame Apple for this. After all, it’s Apple that decided that it won’t support Flash.

But I blame the Web developer. Apple mobile devices, including the iPhone and iPad, have been available for nearly four years. Apple is currently the fourth largest seller of mobile phones, with millions of iPhones out in the wild. Apple is also the top seller of tablet computers, with millions of iPads out in the wild. Developers who continue to base entire sites on Flash are basically thumbing their noses at iPhone/iPad users, telling them that they simply aren’t important enough to view the oh-so-valuable Flash content on their Web sites.

I have two words for these developers, and they’re not “thank you.”

So when I reach a site I can’t view on my device — whatever that device is — do you think I’ll visit that business?

Do you think that I’m interested in rewarding a business for the frustration their Flash-based site has generated by actually buying something there?

There are alternatives to Flash. Many alternatives. HTML 5 is one of them. But apparently, Web developers would rather lean on a crutch like Flash than move forward with new, more compatible technology.

Why does this continue to be an issue?

Just say no to Flash.

Outraged about Apple Tracking Your Every Move? Read This.

Once again, mainstream media, fed by tech journalists who should know better, get half the facts wrong and blow the other half out of proportion.

The big tech news these days is the story about Apple’s iDevices, including iPhone and iPad, “secretly” logging location information as you go about your daily business. The information is stored on your iDevice and then backed up to your computer when you sync — just like all the other information on your iDevice. (That’s what a backup does: it makes a copy so you have in case data is lost.) The media grabbed this one and ran with it, making a big deal about privacy concerns and even going so far as to suggest that this data is somehow getting back to Apple, which might be using it for some dark, secret purpose. The “discoverers” of this plot even worked up a program that can extract this data from your backup and plot it on a map. Just to show how thorough this information is, tech journalists were quick to seize it and plot their own movements.

Makes you angry, huh? To think that some big corporation is tracking your every move?

To hear interviewees on the radio, read blog posts and news stories, and read the comments left on blog posts, you’d think the government should be knocking down Apple’s doors and grabbing every storage device in sight to snatch this oh-so-valuable information from them. The media is outraged and they’ve made the public outraged, too.

Don’t Let the Truth Get in the Way of a Good Story

There’s just one problem: The story, as reported by most media outlets and bloggers, isn’t entirely true.

Sure, iOS does log location information in a “hidden” file that’s synced to your computer when you back up your device. And sure, that hidden file isn’t encrypted (although it is hidden). But it doesn’t go anywhere else — certainly not to Apple. As was pointed out by someone actually knowledgeable about the situation in an NPR interview I heard yesterday (sorry; can’t find link), the state of California has laws governing the gathering and use of this information. It would be very stupid for Apple to violate this law.

(And do you honestly think that Apple devices are the only ones logging this kind of information?)

You Said they Could!

Guess what? In the iPhone Software License Agreement users agree to give Apple permission to gather this information:

(b) Location Data. Apple and its partners and licensees may provide certain services through your iPhone that rely upon location information. To provide and improve these services, where available, Apple and its partners and licensees may transmit, collect, maintain, process and use your location data, including the real-time geographic location of your iPhone, and location search queries. The location data and queries collected by Apple are collected in a form that does not personally identify you and may be used by Apple and its partners and licensees to provide and improve location-based products and services. By using any location-based services on your iPhone, you agree and consent to Apple’s and its partners’ and licensees’ transmission, collection, maintenance, processing and use of your location data and queries to provide and improve such products and services. You may withdraw this consent at any time by going to the Location Services setting on your iPhone and either turning off the global Location Services setting or turning off the individual location settings of each location-aware application on your iPhone. Not using these location features will not impact the non location-based functionality of your iPhone. When using third party applications or services on the iPhone that use or provide location data, you are subject to and should review such third party’s terms and privacy policy on use of location data by such third party applications or services.

Credit Where Credit is Due

So what’s the real deal? You could probably learn more about the facts by reading a blog post written by someone who discovered this back in 2010. Yes, this isn’t a new discovery. It was uncovered not long after the release of iOS 4. It was presented at the Paraben Forensics Innovation Conference in Salt Lake City in November 2010. It was covered in an Apress book called iOS Forensic Analysis that was released in December 2010. It was published in a paper in January 2011; the same month it was presented at the 2011 44th Hawaii International Conference on System Sciences.

In other words, this isn’t news. Evidently, the “discoverer” who has the most media connections and can shout the loudest gets all the credit.

What’s the Big Deal?

And how can so many people be so outraged about this? It’s absurd in a time when many well-connected iPhone users — and others — are publicly broadcasting their location day in and day out by check-ins on Foursquare, Twitter, Facebook, and countless other sites.

The irony of the outrage was best summed up in a tweet that came down my Twitter stream from Mike_FTW yesterday:

7:04: Check-in from bathroom. 7:38: Check-in from café. 8:15: Check-in from bus stop. (Mayor!) 8:35: Bitch about Apple tracking my location.

So what’s the big deal? There’s a log of your locations on your phone and in a hidden file on your backup computer. I’m sure as I type this there’s already an app under development that’ll wipe it clean for anyone who’s really concerned.

Why I Bought a MacBook Air

I needed a new test mule. Really.

MacBook Air MeasurementsToday, I finally broke down and bought an 11-in MacBook Air. For those of you who don’t know what this is, it basically a full-powered Mac OS computer that measures in at 11.8 x 7.56 x 0.68 inches and weighs 2.3 pounds. It’s the laptop I wanted two years ago when I needed a new laptop and the smallest thing Apple offered was a 13-in MacBook Pro.

Mac OS X 10.6 Snow LeopardOf course, back then I did buy the MacBook Pro. I bought it as a “test mule” for the book I was working on: Mac OS X 10.6 Snow Leopard: Visual QuickStart Guide for Peachpit Press. Test mule is my name for a computer I own primarily to run software on while I’m writing a book about the software. I bought the 13-in MacBook Pro to run Snow Leopard, which had several features that took advantage of the computer’s touchpad. My older MacBook Pro (15-inch; just handed it off to my husband for use) didn’t support all the new features. At the time, I even wrote a blog post lamenting why I couldn’t fully enjoy my new computer.

When I was finished with the book, I outfitted the computer for my own everyday use. It would replace the aged 12-in PowerBook I’d bought long before. (At this point, you must think that I’ve had a lot of Macs since my first one in 1989. You’d be right.) Since then, the old test mule has become my traveling computer and has been many miles with me.

Outlook for Mac 2011Recently, when I began working on Microsoft Outlook for Mac 2011 Step by Step for Microsoft Press, I needed a test mule to run Office 2011 on while I wrote the book. I didn’t want to sacrifice my 13″ MacBook Pro, since it had really become my main travel computer. So I dug out my 15-in MacBook Pro and installed the software on that. It worked like a charm. Problem solved.

But now I’m starting work on a new book about software that simply won’t run on that old 15-in MacBook Pro. Worse yet, if I installed the software on my 13-in MacBook Pro, it would significantly impact how I could use the computer. This was quite a dilemma.

I had two options:

  • Stop using the 13-in MacBook Pro as a travel computer and use it as a test mule. Hmmm…that sounds like fun. Either face the next two months without a laptop or spend hours on the time-consuming, nightmarish task of shifting software and data files to the older laptop still in my possession.
  • Buy a new test mule. And oh, by the way, wouldn’t that 11-in MacBook Air that you’ve been admiring be the perfect machine for the job?

Guess which option was more attractive to me (although less attractive to my bank account)?

MacBook AirI picked it up at the Apple Store today. I went all out and got the faster processor, bigger flash drive, and 4 GB of RAM. I got a tiny discount because of my relationship with one of my publishers and that saved enough money to buy a neoprene case for it. The wireless Epson printer, which I’ll use in my RV this summer, was free after rebate.

So now I can begin a new lament. As I type this in my Phoenix office on my 13-in MacBook Pro, sitting beside it on the desk is my brand new 11-in MacBook Air. So far, I’ve plugged it in, started it up, told it who I am and how to access the network, and downloaded 1.6 GB of updates to installed software. Not exactly fun stuff. But right now, it’s downloading the beta software I need to write my book. All work, no play for this new puppy.

It’s okay. when I’m done with this book and the other projects lined up after it, I might actually use it for my own computing needs. We’ll see.