I was working with a customer who was upgrading all of their PCs from Windows 7 to Windows 10. Many of the existing programs were old, outdated, and incompatible with Windows 10.
One particular issue we had was installing their Digital Persona fingerprint scanner to work with the TIB website. It turns out that on HP devices that have HP Protect Tools, or any of the built in HP security software features, those must be uninstalled first before the fingerprint reader software will install.
I uninstalled Protect Tools, and tried to run the fingerprint scanner installer again, but received an error that HP Protect Tools was still installed. Research showed to rename certain folders in C:\programs and even to rename certain .dll files as well. Did all of that, and it still showed that Protect Tools was installed.
I called support for TIB since they were the ones that provided the initial troubleshooting steps, and it was their fingerprint scanner. They were unable to help beyond mentioning the .dll files to rename. I then called HP support to see if there were any particular registry keys that I might need to change to prevent the error. They said there were not any, and suggested that I would need to reinstall the OS to remove any of their preinstalled software. This was not a viable solution as I had spent hours already installing other software, and this was one of the last items remaining on our list of programs to install. I continued to research and one article suggested I would need to go to HP website and reinstall Protect Tools, and then uninstall it again.
I reinstalled Protect Tools and then went through the uninstall process again. This time I paid closer attention to the uninstaller. While the uninstaller is running, there are a few prompts that come up, asking for verification of uninstallation. One of those prompts is a little sneaky and turned out to be the culprit. It is a yes/no prompt and asks if you wish to proceed with uninstallation. It provides information about the uninstall, but if you keep reading, it says "Press Yes to save current settings and preserve data for future use, Press No to completely uninstall."  Those aren't the exact words, but something similar. I clicked No and after the Protect Tools uninstaller finished, the Digital Persona software installed without issues.


If you're frustrated with trying to edit text on your mobile device and placing the cursor in the correct location, try this:
  • Press and hold the space bar on the virtual keyboard
  • When the keyboard goes blank (on iOS), drag the cursor where you want to edit then release
  • This also works in all directions so you can move the cursor up and down, or left/right. You don't have to stay in the area of the virtual keyboard.


As iPhone models have advanced, Apple has been changing the process for resetting (rebooting) iPhones. Up until the 6s model it was a matter of pressing and holding the power button and the home button, at the same time, until the phone screen turned off and the Apple logo appeared.
With the iPhone 7 you would press and hold the Volume Down button and the Power button and wait for the screen to turn off and the Apple logo to appear.
Beginning with the iPhone8, the process has changed to a sequence. Press and release Volume Up then Volume Down then press and hold the Power button until the Apple logo appears.
Knowing how things have changed is important because now, should you resort to the old "press and hold" technique, the results are much different. I learned this when I was attempting to reset my new phone. I pressed and held a volume button and the power button and as I waited I noticed an emergency call (911) was being initiated. Fortunately the screen shows a countdown and you can release the buttons without calling 911.
During the same "how do I reset my phone" episode, I pressed the power button rapidly several times (at least five times). I learned this also (by default, although it can be disabled) starts an emergency call. Since the call was in progress I stayed on until the call was answered and I explained the call was an accident. (I didn't get in trouble.) Should you accidentally call 911, don't hang up. Emergency service dispatchers must treat every call as an emergency. If you hang up, it takes time and resources as they have to call you back and if they can't reach you may send out the police to check on you.  
By the way. If you initiate the Emergency SOS feature TouchID or FaceID is disabled and you will need to enter your passcode to unlock your phone. This feature keeps a malicious person from access to your phone by pointing the phone at your face or placing your finger on the reader.
This is an example of "version freeze." Many (most) users may never realize software and device enhancements as we continue to do things out of habit. Usually based on the version we first learned. 


With our move to Nessus for our audit scanning, we are digging deeper into unsupported software. In these checks, there has been a software that has shown up across a majority of different customers which is unsupported Microsoft XML Parser and XML Core Services.
Microsoft XML Parser and XML Core Services are used to create and validate data in XML documents and have the ability to parse and process the data. More info can be found here:
One customer that I was working with had questions about the software because it was showing up as unsupported for a server that they just installed on the network. After doing some investigation, we found that the server did in fact have the unsupported Microsoft XML Parser and XML Core Services installed along with the current version of the software. After doing some additional research, it appears that when there is a new version of the software released, the update installs the new software, but does not remove the old unsupported software.
If the current version of the software is installed, then the unsupported versions can be removed manually.


The First Problem
After I installed Cisco Webex Teams, Skype began to crash each time I launched it.  I found some articles stating you can only have one application use Outlook for status updates and if you have both Webex Teams and Skype, it can cause Skype to crash (see and  My guess is this is what was causing Skype to crash.  However, it sounds like this issue didn't occur with others in our company so what was different with my install?  Well, my install was a little unique as I apparently already had a "personal" Webex account from when we used Webex years ago for webinars within our company.  With a personal account, you have options to integrate with Microsoft Outlook – my guess is one of these settings was enabled prior to "converting" to an enterprise account (with enterprise, these settings are not available).
The Solution to the First Problem
  1. First, I uninstalled Cisco Webex Teams.  After uninstalling Webex Teams, Skype would work fine, but if I reinstalled Webex Teams, Skype would crash again.
  2. Second, I tried installing Webex Teams and then running a "repair" on Outlook.  This seemed to fix the issue with Webex Teams and Skype (I could have both installed and Skype would not crash); however, this created my second problem – Outlook no longer showed "online status" or "presence" for company users (see internal staff status when I send emails in the "To" field).
The Second Problem
After running the repair on Outlook to fix the problem with Skype crashing when Webex Teams was installed, Outlook no longer display the "online status" or "presence" – while this doesn't seem like a critical issues, it has helped me ensure I don't send internal emails to customers with similar names in the past, so I wanted to get it fixed.
The Solution to the Second Problem
  1. First, I found the setting where you can enable online status ( but it was checked.
  2. Second, I researched the Registry settings for Skype and Cisco Webex Teams and found the following two settings I needed to change in order for Outlook to show "online status"
    1. Computer\HKEY_CURRENT_USER\Software\IM Provider
      1. Had to change the DefaultIMApp from "Cisco Spark" to "Lync"
    2. Computer\HKEY_CURRENT_USER\Software\IM Providers\Cisco Spark
      1. Had to change "UpAndRunning" from 2 to 0


I recently worked with two Outlook 2016 installs that had been working fine for months, then both experienced an issue when attempting to launch Outlook. They were 'randomly' getting one of the following errors:
Your mailbox has been temporarily moved to Microsoft Exchange server.
A temporary mailbox exists, but might not have all of your previous data.
You can connect to the temporary mailbox or work offline with all of your old data.
If you choose to work with your old data, you cannot send or receive e-mail messages.
'AD lookup for email address failed "0x800500d"'
When attempting to create a new mail profile for testing, the new profile would come up in the following format - outlook_[letters and numbers]
During this time, both Outlook Web Access and ActiveSync access were working properly, along with building a mail profile using Outlook 2010 or 2013. I later found out that both clients had their email address for AspireMail added as an alias to a Microsoft account. We considered removing the alias, but we eventually came across the following article:
Starting in Outlook 2016 version 16.0.6741.2017, Microsoft enabled a new feature called Direct Connect to Office 365. It was designed to quickly connect Outlook 2016 to Office 365.
However, if Microsoft's Autodiscover is not working on the source server or the connection between a computer and the source email server is interrupted, Direct Connect may cause Outlook to connect to Office 365 prior to cutover, even though the Autodiscover DNS path is still pointing to the source server.
Once we added the DWORD registry key ExcludeExplicitO365Endpoint Value : 1 to the HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Outlook\AutoDiscover, Outlook 2016 was then able to successfully authenticate the email account, finding the appropriate Autodiscovery DNS path.


I recently built a new VM with Windows Server 2016 and installed Exchange Server 2016. As part of hardening the server, I implemented our normal security header and cipher suite hardening steps. The Exchange Control Panel (ECP) appeared to function properly after these changes were implemented, but about a week later I found an issue where one of the less commonly used pages would not open. The page would not load the style sheets and you could not navigate to the page when using the FQDN from the local server. The page mostly worked when accessing it via https://localhost/ecp or from the FQDN outside the network.

During troubleshooting, I decided to remove the security headers to see if that would resolve the issue and it did. I determined that adding the X-Content-Type-Options security header broke some pages in ECP. The only option for X-Content-Type-Options is "nosniff", so there is no alternate value to set. Basically, the Exchange style sheets aren't specifying the content in the style sheets and "nosniffs" tells the browser not to guess the MIME types. I implemented all of the other common security headers, but did not implement X-Content-Type-Options.


For our audits, we run VMware Health Analyzer (VMHA) on any vCenters to collect information on ESXi build numbers, snapshots, dormant VMs, etc. Recently, a customer we were scanning had two vCenters, and while VMHA worked fine on one of them, we were getting errors on the other. Standard troubleshooting didn't work, and the customer didn't know why we weren't able to collect the information this year. After running nmap on the vCenter, we determined the customer had redefined the port used for this vCenter instance and simply defining the port in our scan credentials solved the issue.


I was working with a user who uses Windows Fax and Scan to scan documents. One day it stopped scanning and threw an error that read, "A problem prevented the document from being scanned. Please try again or see Help and Support or the information that came with the scanner."
All research pointed to running the application as an administrator. Tested running as admin and we were able to scan. We then tried running normally again and the error occurred. Running as an admin was not a viable solution, but as a temporary fix, I created an alternate local admin account and a runas shortcut to run the application with while I searched for a true solution.
I found one article that caught my eye, because it referred to issues saving scans as .tiff format, which this user was trying to do. Turns out that when Windows Fax and Scan saves as .tiff, it creates a temporary version of the file and saves it in C:\users\%username%\app data\local\Temp. Once the magic number of 10,000 files is reached, it will no longer accept new temp files. When you run it as an admin since that is technically saving to the admin's temp directory it appears to work magically. I checked the user's temp files and sure enough there were 10,001 .tiff files. Deleted them all, tested scanning again and it scanned without issues.