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As my TSG username might suggest I am a big fan of Linux. I like the freedom Linux provides. I like the way with Linux there is no inherent design or desire to lock my computer down. My desire for openness with my data has led me to the Toshiba Gigabeat MP3 player. The Gigabeat F series was shipped running a version of Linux. This version of the Gigabeat, however, still attempts to control media somewhat by requiring the use of the Toshiba software for transferring of songs.

Because of this limitation I began researching what it would take to modify or enhance the Linux environment on the Gigabeat. This research led me to Rockbox. Rockbox is a Linux based firmware for various MP3 players. With Rockbox you can copy your music to your MP3 player just as you would any other file. The device is basically an external hard drive. Put the songs anywhere on your MP3 player and Rockbox will play them.

Working with Rockbox and the Gigabeats I have purchased I soon learned that when these devices displayed certain errors they could be fixed by either the installation of Rockbox or a reconnect of the hard drive. I have worked with 8 Gigabeat players, three of which I bought with “System Error” messages displayed.

I will take a moment here to digress. I never considered purchasing an Ipod because I loath digital rights management (DRM). DRM hinders end users much more than it helps artists keep their earnings. Not only does the Ipod, and most other MP3 players, require you to use either iTunes or Windows Media Center, it locks down how many machines on which the music can be stored without going through licensing hassles. Browsing the Rockbox site, I discovered Rockbox was available for every generation of the Ipod.

I did some investigation of Ipod errors and came to discover the error with a folder and a sad face was a hard drive error. Having replaced or reconnected hard drives in my Gigabeat I did not think it would be much an issue to do the same for an Ipod so off I went to eBay to find myself a broken Ipod. I found several and to date have fixed four Ipods, all 4th generation, by simply reconnecting the hard drive. In the event a hard drive needed replacing you will find several items listed for Ipod replacement hard drives. For the 4th generation Ipods the model number of the hard drive needed is MK2006GAL.

Once I had working a single working Ipod I did not hesitate to install Rockbox. The Rockbox interface can be themed, yet another advantage to using an open firmware, however the default interface is very similar to what Ipods normally show. But with Rockbox on my Ipod I do not have to worry about DRM and transferring files to my Ipod can be done via Windows Explorer or its Linux counter-parts Nautilus and Konqueror.

We have all at one time or another experienced the dreaded call to your internet helpdesk. Most if not all ISP’s have one or sometimes even several depending on the number of subscribers they have. The technicians who work there are monitored very closely and must meet very demanding criteria such as call times, calls per hour, first call problem fix rates, time between calls (usually only 30 seconds), time ready to take calls (you are almost chained to a chair) and many more! To further add pressure, calls are randomly monitored. Yes, big brother is listening! It is a low paying high stress jobs for most people. I spent three and a half years working for helpdesks and feel there are some basic rules you can use to make your experience more tolerable for both parties involved.

Rule#1: Never call when you’re irate

I realise you may have spent hours trying to remedy your issue or it is an ongoing issue or it has happened many times before and you are fit to be tied at this point! Please wait until you calm down to call your helpdesk as it is impossible to help an angry screaming customer. Swearing or yelling gives the technician the right to end the call.

Rule#2: Do not get angry at the technician

This person is trying to help you. They have no control over what they can or cannot help you with. They have limited time for each call although they cannot tell you this and if you think it is easy try calling a friend and do something as simple as configure their e-mail account over the telephone. You will be surprised!

Rule#3: If you do not like the technician helping you trade them for another tech

Does the technician have a really thi ck accent? Do you feel the tech is not up to par? Have a bad connection? Do not hang up on them. Just end the call by telling the technician you have to go or someone is at the door, or some other excuse. Call again. Your chances of getting the same person are about one in a million, depending on the size of the ISP.

Rule #4: It is probably your fault

Most problems incurred are the end-user’s fault. Hard pill to swallow, however, it is a fact. You browsed pages of less than tasteful content, downloaded things from the internet that were harmful to your PC, installed programs that you should not have, opened infected e-mails, did not install updates, the list is endless. We all do it. Do not blame the helpdesk.

Rule#5: Let them do their job

You may know more about computers and e-mail or internet than the technician does but you called them so please just follow instructions. I know you may have tried what the technician is doing but the technician probably has a script that must be followed. Remember they want to fix your problem and end the call even more than you do! If you are computer illiterate do not worry, the technician is trained for that, if they are rude or snotty, and some are, use rule #3.

The next time you call a helpdesk please try to use these rules. Keep in mind most technicians are under trained, under paid, working all kinds of hours including weekends and holidays a lot of whom are young students who probably are in school full time. A helpdesk is usually a free service to the client therefore ISPs do not want to make a huge investment into it so the pressure falls on these technicians.

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