Should ImproveIT not charge when an error isn't removed?The last 2 days, we've had 2 client complain about their invoices due to the fact that the error's were not removed as such. No fix 1 In 1 case, the error is an IMAC that freezes periodically for up to 5-10 minutes at a time, only the mouse still works, everything else is "not responding". The error is triggered by Internet content or when browsing online, it's not entirely certain which. What I tried in the 2 hours I spent looking at it, before leaving the client to observe if the problem re-occured after all that we tried (it's not a provocable error, so we agreed I shouldn't sit and wait for it to re-occur, since we charge per hour): - Reinstall safari - Install Chrome/firefox to see if error was Safari-localized. It wasn't. - Repair file permissions - Disk check - Install all software updates - Antivirus check - Check if problem re-occurs if cabled connection instead of wireless - Check if problem occurs on a PC - is it related to the ISP or the router - Check with new RJ-45 cable No fix 2: Open university account cannot be accessed from behind a Fritz!box WLAN Fox 7570 router. Comodo Internet security also installed. Also periodic shutdowns of PC. - I tried the following in 3 hours of work, I was looking to identify/solve both errors, that I judge were unrelated. - Inactivate Comodo - Trust/allow traffic / programs in Comodo - Remove Comodo - Inactivate windows firewall - Port check tool to see if traffic was coming through the router - Virus scan (shutdown troubleshooting) - Windows update (for drivers for the shutdown) - Check if class-sessions worked with Hide-my-IP (It did) - Port forwarding on the router (didnt work for some reason, at which point I wanted to contact AVM support to get help with the fritzbox that clearly blocks the traffic, but client wanted a fix now - Client chose to pay for Hide-my-IP premium service but now complains about the cost, it however makes the class sessions work. - Checkdsk to find any harddisk errors that could cause shutdown In all honesty I think my clients should pay in full for the time spent trying to remove these errors, but they dont think so, since as of now, the errors haven't been fixed. 1 has chosen to contact one of my competitors, who of course says the class-session issue is fixeable (and that hide-my-ip is used to hack the PC!) Good luck. I could volunteer the confusing information from AVM support - that the fritzbox supposed only blocks port 443 if remove router administration is activated (which it isnt). The other is going to get the IMAC repaired under warranty, which is also the solution I recommended, but feels I dont deserve payment for not having fixed the error. Are my clients right or wrong? If you read this and got input, please contact me on
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