Dealing with a PC can often be frustrating, especially when you have no idea why - or how - the problem has occurred.

Case in point: I recently upgraded to a new, faster computer, unaware that I would be testing my patience when trying to get it to work with my cable modem. I figured, like the dolt I am, that all I had to do was plug the modem into the Ethernet port of my computer and I was back in business.

Boy, was I wrong!

After endless reboots, probing and tweaking, I finally gave up and made the last-ditch, desperate call to Tech Support. The result would have embarrassed any technogeek, causing him to sulk in the corner for hours.

"Did you try unplugging the modem?" I was asked. The solution was that simple.

It seems that the MAC address of my old computer was stored in the modem's memory. And, when it didn't receive a signal from a computer it recognized, it blocked my access to the Internet. Unplugging the modem cleared its memory and I was back online in less than a minute.

This is only one instance among many when common sense should prevail over ego when working with PCs - sort of like stopping and asking for directions when you're lost on some unknown stretch of road.

You hear horror stories like this all the time - my e-mail inbox is full of them. The solutions are often simple, and knowing who to ask for directions can often stop you from spending a day making a multitude of wrong turns.

Although I'm not a big fan of the folks who man technical-support lines, I've come to realize that a few really know their stuff. And you can be up and running in no time if you happen to get the right person.

Knowing when - and who - to call can be a real lifesaver. Here are a few tips:

- Don't call on a weekend or a holiday. Often you get someone who's just filling in for the regular crew or a frustrated tech-support person who's the only one working that day. The result could be less than satisfactory.

- Be prepared with all the vital information concerning your problem, including serial numbers of software or hardware and a detailed listing of how the problem occurred.

- Be at your computer so that you can try their suggestions before getting off the phone. Having to recall tech support is often more frustrating than dealing with the problem.

- No matter how simple the recommendations are - or how dumb they make you feel - swallow your pride and give them a try.

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