In 1997, a HP 9000 engineer wouldn't blink telling about a server that
had been running continuously for over five years.I found this
remarkable at the time, and couldn't imagine a Windows server lasting
that long. I have moved on, and frankly expect my Windows servers to
survive that long today. Very few share this position, and I'm trying to
find out why it's so lonely on this side of the fence.
4. Windows Updates
It's Lab Time!
Open a console on Windows (7, 2008, whatever), and enter the following as a single line (unfortunately wrapped here, but it is a single line):
for /L %a in (1,1,30) do @(echo %a & waitfor /t 1 signal 2>NULL) >numbers
What's that all about you ask? Well, it sets up a loop, a counter (%a) that increases from 1 to 30. On each iteration, the value of %a is echod to the standard output, and WAITFOR (normally a Resource Kit file, included in Windows 7/2008 R2) pauses for one second waiting for a particular signal. 2>NULL just means I'm not interested that the signal never arrives and want to throw away the error message (there's no simple sleep command I can find in Windows available to the console). Finally >numbers sends the output to the file numbers.
As soon as you press enter, the value 1 is written to the first line of a file called numbers. One second later, a line is over-written with the value 2, and so on for thirty seconds.
Now open another console in the same directory while this first is running (you've got thirty seconds, go!) and type (note, type is a command that is typed in, it's not a command for you to start typing):
type numbers & del numbers
If the first command (the for loop) is still running, you'll get the contents of the file (a number), followed by an error when the delete command is attempty - this makes sense as the first loop is still busy writing to the file.
This demonstrates a very basic feature of Windows called File Locking. Put simply, it's a traffic cop for files and directories. The first loop opens a file and writes the first value, then the second, then the third, all while holding a lock on the file. This is a message to the kernel that nobody else is allowed to alter the file (deletes, moves, modifications) until the lock is released, which happens when the first program terminates or explicitly releases the file.
This is great for applications (think editing a Word document that someone else wants to modify), but when it comes time to apply updates or patches to the operating system or applications it can make things very complex. As an example, I have come across a bug in Windows TCP connection tracking that is fixed by a newer version of tcpip.sys, the file that provide Windows with an IP stack. Unfortunately, if Windows is running, tcpip.sys is in use (even if you disable every NIC), so as long as this file is being used by the kernel (always) it can never be overwritten. The only time to do this is when the kernel is not running - but then how do you process a file operation (performed by the kernel), when the kernel is not available.
Windows has a separate state it can enter before starting up completely where it processes pending operations. Essentially, when the update package notices it needs to update a file that is in use it tells Windows that there is a newer version waiting, and Windows places this in a queue. When starting up, if there are any entries in this queue, the kernel executes them first. If these impact the kernel itself (e.g. a new ntfs.sys), the system performs another reboot to allow the new version to be used.
This is the only time a reboot is necessary for file updates. Very often administrators simply forget to do simple things like shut down IIS, SQL or any number of other services when applying a patch for those components. A SQL Server hotfix is unlikely to contain fixes for kernel components, so simply shutting down all SQL instances before running the update will remove the reboot requirement entirely.
Similarly, Internet Explorer is very often left running after completing the download of updates, some of which may apply to Internet Explorer itself. Even though this is not a system component, the file is in use and it is scheduled for action at reboot. Logging in with a stripped-down, administrative privileged account to execute updates removes the possibility that taskbar icons, IE, an explorer right-click extension or anything else is running that may impede a smooth, rebootless patch deployment that updates interactive user components.
This is simply a function of the way Windows handles file locking, and a bit of planning to ensure no conflicts arise can remove unnecessary reboots in a lot of cases.
Previous: Part 3. Console Applications, Java, Batch Files and Other Red Herrings
Thursday, 10 October 2013
Wednesday, 9 October 2013
WYCRMS Part 3. Console Applications, Java, Batch Files and Other Red Herrings
In 1997, a HP 9000 engineer wouldn't blink telling about a server that
had been running continuously for over five years.I found this
remarkable at the time, and couldn't imagine a Windows server lasting
that long. I have moved on, and frankly expect my Windows servers to
survive that long today. Very few share this position, and I'm trying to
find out why it's so lonely on this side of the fence.
3. Console Applications, Java, Batch Files and Other Red Herrings
Not to start this off on a downer, but I need to let you know I'll be insulting a few types of people in this post. I also need to make one things extra-clear: I hate Java.
The idea is great: write code once and run it on any platform without recompilation. Apart from the hideously long time it took for Java to come to 64-bit Linux, support is pretty good too. Sun (then Oracle) have been responsive in fixing bugs, but being a platform it is somewhat more difficult to roll out updates so huge amounts of obsolete JRE deployments are available for nefarious types and buggy software to run amuck. The reason I hate it is twofold: it allows developers to be lazy about memory management and rely on automatic garbage collection, and the fact that almost every application I've come across (except Apache Tomcat-based WARs) explicitly constrain support to certain platforms. This is not what I was promised.
When someone talks about "Windows running out of handles", "memory leaks", "stale buffers" or any number of technical-sounding pseudo-buzzphrases they almost always are trying to describe a software malfunction that appears as a Windows failure, or are simply too lazy to investigate and realise it almost invariably is caused by lazy programming. Java does this, but I don't blame Java, I blame Java programmers. The opinion is rife that Windows get less stable the longer Java applications run and that reboots are a Good Thing™. If someone genuinely believes that server stability can be impacted by poor software, but not report it to the vendor, I will inform that person he/she is lazy.
As I mentioned in Part 1, Windows engineers seem to scale their experience of Windows at home to their professional roles, and I've seen developers do the same. Windows doesn't do pipes very well, or they are language- or IDE-specific Outputting to the Event Log is slightly arcane and in fact requires compilation of a DLL to make most output meaningful. It's rarely used outside Microsoft themselves. So developers rely on consoles for display of meaningful output.
These consoles then become part of the deployment practice, perhaps wrapped in a batch file. If your program relies on a console window (and therefore a logged-in, interactive user session) or worse requires me to edit a batch file to apply configuration changes (as opposed to, say, a settings file parsed by said batch file), your software is nowhere near mature enough to be deployed on a system I would expect people to depend on. As a programmer, I question your maturity too.
It's people and organisations like that who typically have one response to issues that crop up: install the latest Service Pack, maybe the latest Windows Updates too (that fixes everything, right?), and if all else fails upgrade to the Latest Version of our software - don't worry that it's got a slew of new features that likely have bugs too, they'll be fixed in the next Latest Version. Rinse, repeat.
As a Windows Engineer, your job is to defend the platform from all attackers. That's not just bad folks out there trying to steal credit card numbers and use you as a spam bot, it's also bad-faith actors trying to deflect the blame from their own inadequacy. It's application owners prepared to throw your platform under the bus to hide their poor procurement and evaluation standards. It's users who saw a benefit in a reboot once and think it's a panacea.
It is in everyone's interest to call people out when they fail to deal with this stuff properly, or you'll quickly find yourself supporting a collection of workarounds instead of a server platform.
Previous: Part 2. Windows Just Isn't That Stable
3. Console Applications, Java, Batch Files and Other Red Herrings
Not to start this off on a downer, but I need to let you know I'll be insulting a few types of people in this post. I also need to make one things extra-clear: I hate Java.
The idea is great: write code once and run it on any platform without recompilation. Apart from the hideously long time it took for Java to come to 64-bit Linux, support is pretty good too. Sun (then Oracle) have been responsive in fixing bugs, but being a platform it is somewhat more difficult to roll out updates so huge amounts of obsolete JRE deployments are available for nefarious types and buggy software to run amuck. The reason I hate it is twofold: it allows developers to be lazy about memory management and rely on automatic garbage collection, and the fact that almost every application I've come across (except Apache Tomcat-based WARs) explicitly constrain support to certain platforms. This is not what I was promised.
When someone talks about "Windows running out of handles", "memory leaks", "stale buffers" or any number of technical-sounding pseudo-buzzphrases they almost always are trying to describe a software malfunction that appears as a Windows failure, or are simply too lazy to investigate and realise it almost invariably is caused by lazy programming. Java does this, but I don't blame Java, I blame Java programmers. The opinion is rife that Windows get less stable the longer Java applications run and that reboots are a Good Thing™. If someone genuinely believes that server stability can be impacted by poor software, but not report it to the vendor, I will inform that person he/she is lazy.
As I mentioned in Part 1, Windows engineers seem to scale their experience of Windows at home to their professional roles, and I've seen developers do the same. Windows doesn't do pipes very well, or they are language- or IDE-specific Outputting to the Event Log is slightly arcane and in fact requires compilation of a DLL to make most output meaningful. It's rarely used outside Microsoft themselves. So developers rely on consoles for display of meaningful output.
These consoles then become part of the deployment practice, perhaps wrapped in a batch file. If your program relies on a console window (and therefore a logged-in, interactive user session) or worse requires me to edit a batch file to apply configuration changes (as opposed to, say, a settings file parsed by said batch file), your software is nowhere near mature enough to be deployed on a system I would expect people to depend on. As a programmer, I question your maturity too.
It's people and organisations like that who typically have one response to issues that crop up: install the latest Service Pack, maybe the latest Windows Updates too (that fixes everything, right?), and if all else fails upgrade to the Latest Version of our software - don't worry that it's got a slew of new features that likely have bugs too, they'll be fixed in the next Latest Version. Rinse, repeat.
As a Windows Engineer, your job is to defend the platform from all attackers. That's not just bad folks out there trying to steal credit card numbers and use you as a spam bot, it's also bad-faith actors trying to deflect the blame from their own inadequacy. It's application owners prepared to throw your platform under the bus to hide their poor procurement and evaluation standards. It's users who saw a benefit in a reboot once and think it's a panacea.
It is in everyone's interest to call people out when they fail to deal with this stuff properly, or you'll quickly find yourself supporting a collection of workarounds instead of a server platform.
Previous: Part 2. Windows Just Isn't That Stable
Tuesday, 8 October 2013
WYCRMS Part 2. Windows Just Isn't That Stable
In 1997, a HP 9000 engineer wouldn't blink telling about a server that
had been running continuously for over five years.I found this
remarkable at the time, and couldn't imagine a Windows server lasting
that long. I have moved on, and frankly expect my Windows servers to
survive that long today. Very few share this position, and I'm trying to
find out why it's so lonely on this side of the fence.
2. Windows Just Isn't That Stable
Ah BlueScreen of Death, how I've missed you. Actually, I haven't, since finding out what caused them was a nightmare, and recovering without a remote console solution is not conducive to a predictable social life (or sleep schedule). That said, they were so common we even had joke screen savers mimicking them for our own geekish amusement. Since Microsoft acquired Sysinternals they're even available to download directly from Microsoft. Imagine your in-car entertainment system being configured to show you fake warnings of a failed brake line, or a cracked cylinder head. "Would you like the free video package of Ford vehicles endangering passengers' lives with your new Focus sir?". IT people are weird.
I've analysed my Windows 7 x64 installation, and in the last three years I've had six bluescreens. Once was my graphics card (pretty unique), all the others were my Bluetooth headphones putting my cheapo-Bluetooth dongle in a spin. I blame the dongle, not Windows.
OK, that's not fair to the dongle maker: I blame Windows, but only the Bluetooth stack since it's never been something I expect Windows to do well - multiple dongle-headphone combinations have yet to produce a pleasant experience (three dongles, two headphone models). The network card, storage stack, print drivers, memory management, process scheduler (NUMA-aware these days apparently): These all work so well I haven't notice them doing their job, and I am very familiar with what a complex job they have.
I expect roughly once a month to see a BSoD on public transport, or at stations, or many airports, or billboards. The layout of the BSoD has changed over the years, with each version of Windows getting a little tweak so that you can spot the version even if the error itself is gibberish, and I conclude from viewing these blue non-advertisements: These systems tend to be A) old, B) written in languages and coding styles that aren't that good, and C) interface with devices with terrible drivers.
This is not typical of modern Windows servers.
I would never dream of subjecting a server to the amount of change my hard-working personal workstation endures. AMD updates my video drivers multiple times a year, I attach and detach USB/phone/iSCSI devices more often than I refill my car's tank, and run code from pretty much anywhere as long as it promises me utility or entertainment. A server is different, running things I trust to go on processing without attendance, cleaning up after itself, and basically staying up. If I do make changes, it's controlled, tested and left the hell alone.
Windows Server is solid, and every iteration gets more solid. It's expanding to 64-bit spaces, handling multipath-iSCSI with ease, more cores than I have fingers in byzantine NUMA layouts, hosting server instances in their own right with Hyper-V and pushing gigabytes around through network cards and storage interfaces, crunching data and most importantly providing services.
Yet the very people who spend time and money proving they are skilled in designing and administering these systems so that they can adorn their signatures and office receptions with impressive Microsoft-approved decals are the first to tell you not to trust a given server (without even knowing the workload or configuration) to remain available. They express surprise and concern on viewing a server continuously running for over a year.
I'm surprised and, yes, concerned that they react this way. Isn't this what your sales folks promised me in the first place?
Previous: Part 1: But I Have to Reboot My Own Windows System All the Time!
2. Windows Just Isn't That Stable
Ah BlueScreen of Death, how I've missed you. Actually, I haven't, since finding out what caused them was a nightmare, and recovering without a remote console solution is not conducive to a predictable social life (or sleep schedule). That said, they were so common we even had joke screen savers mimicking them for our own geekish amusement. Since Microsoft acquired Sysinternals they're even available to download directly from Microsoft. Imagine your in-car entertainment system being configured to show you fake warnings of a failed brake line, or a cracked cylinder head. "Would you like the free video package of Ford vehicles endangering passengers' lives with your new Focus sir?". IT people are weird.
I've analysed my Windows 7 x64 installation, and in the last three years I've had six bluescreens. Once was my graphics card (pretty unique), all the others were my Bluetooth headphones putting my cheapo-Bluetooth dongle in a spin. I blame the dongle, not Windows.
OK, that's not fair to the dongle maker: I blame Windows, but only the Bluetooth stack since it's never been something I expect Windows to do well - multiple dongle-headphone combinations have yet to produce a pleasant experience (three dongles, two headphone models). The network card, storage stack, print drivers, memory management, process scheduler (NUMA-aware these days apparently): These all work so well I haven't notice them doing their job, and I am very familiar with what a complex job they have.
I expect roughly once a month to see a BSoD on public transport, or at stations, or many airports, or billboards. The layout of the BSoD has changed over the years, with each version of Windows getting a little tweak so that you can spot the version even if the error itself is gibberish, and I conclude from viewing these blue non-advertisements: These systems tend to be A) old, B) written in languages and coding styles that aren't that good, and C) interface with devices with terrible drivers.
This is not typical of modern Windows servers.
I would never dream of subjecting a server to the amount of change my hard-working personal workstation endures. AMD updates my video drivers multiple times a year, I attach and detach USB/phone/iSCSI devices more often than I refill my car's tank, and run code from pretty much anywhere as long as it promises me utility or entertainment. A server is different, running things I trust to go on processing without attendance, cleaning up after itself, and basically staying up. If I do make changes, it's controlled, tested and left the hell alone.
Windows Server is solid, and every iteration gets more solid. It's expanding to 64-bit spaces, handling multipath-iSCSI with ease, more cores than I have fingers in byzantine NUMA layouts, hosting server instances in their own right with Hyper-V and pushing gigabytes around through network cards and storage interfaces, crunching data and most importantly providing services.
Yet the very people who spend time and money proving they are skilled in designing and administering these systems so that they can adorn their signatures and office receptions with impressive Microsoft-approved decals are the first to tell you not to trust a given server (without even knowing the workload or configuration) to remain available. They express surprise and concern on viewing a server continuously running for over a year.
I'm surprised and, yes, concerned that they react this way. Isn't this what your sales folks promised me in the first place?
Previous: Part 1: But I Have to Reboot My Own Windows System All the Time!
Monday, 7 October 2013
WYCRMS Part 1: But I Have to Reboot My Own Windows System All the Time!
In 1997, a HP 9000 engineer wouldn't blink telling about a server that had been running continuously for over five years.I found this remarkable at the time, and couldn't imagine a Windows server lasting that long. I have moved on, and frankly expect my Windows servers to survive that long today. Very few share this position, and I'm trying to find out why it's so lonely on this side of the fence.
1. But I Have to Reboot My Own Windows System all The Time!
I've mentioned before how Windows makes you lazy. One of the great things about Microsoft Windows as a platform is that software developed on a $500 workstation can be installed on a $50,000 server and probably work without problems. Of course, getting your home-brew software to scale is a different matter, but you get the idea: One platform, different size.
Almost every Windows engineer cuts their teeth on Windows at home, and this informs their experience and expectations of the platform. Like everyone I get tired of the bogging down after a few days/weeks/months uptime and reboot just to clear things up, but that's my fault and not Windows.
I'm lazy.
Typically, I'm running browsers, office suites, anti-virus, any number of games, and install new stuff roughly once a fortnight. Flash, Java and Windows Update are constantly pestering me to reboot after updates. I've even been the one to reinstall completely after a year to see the wonder of a zippy start-up and responsive GUI, only to have it slowly crawl as I add functionality (including those games). Happily, my Windows 7 installation has lasted two years by now with no significant falloff in responsiveness, so that's getting much better, and I only power down/reboot of my own volition when I'm fitting lights and need mains power off - even then it's more likely to be a hibernate.
Servers are not workstations. Any good enterprise has controls for how changes are made to IT systems, and even simple patching requires testing and approved windows to take the system down and update it. In my experience a server will undergo a major overhaul at most twice in its' operational lifetime, and organisations with exceptional controls have zero - new version? New server!
A good server (and I think of Windows Server 2003+ as good servers) will run for decades given quality power and no moving parts. Of course hardware fails, but Microsoft have put in man-decades to get Windows to handle routine changes without downtime. I remember Windows NT 4.0 needing a reboot for an additional IP address. Modern versions of Windows can hot-plug an entire NIC (physically) without a blink, though admittedly I've never actually encountered anyone who uses the facility.
If an engineer merely mentions that, in their experience, Windows needs rebooting I question their experience. I mean it: I question their experience!
Windows is solid, and I can recall only one confirmed bug where Windows will fail (actually, begin to fail, an outage is not a certainy) for the simple factor of running continuously for a given time. When someone speaks of a memory leak that has caused Windows to run out of (insert wooly term here), again I question their experience and the quality of the software/vendor driver code. I've stopped blaming Microsoft.
When I run my applications on Windows Server and, more importantly, when I am paying someone to manage those systems for me, I expect them to have faith in their products and promise me server availability. Rebooting breaks availability.
Previous: Why You Can't Reboot my Server
1. But I Have to Reboot My Own Windows System all The Time!
I've mentioned before how Windows makes you lazy. One of the great things about Microsoft Windows as a platform is that software developed on a $500 workstation can be installed on a $50,000 server and probably work without problems. Of course, getting your home-brew software to scale is a different matter, but you get the idea: One platform, different size.
Almost every Windows engineer cuts their teeth on Windows at home, and this informs their experience and expectations of the platform. Like everyone I get tired of the bogging down after a few days/weeks/months uptime and reboot just to clear things up, but that's my fault and not Windows.
I'm lazy.
Typically, I'm running browsers, office suites, anti-virus, any number of games, and install new stuff roughly once a fortnight. Flash, Java and Windows Update are constantly pestering me to reboot after updates. I've even been the one to reinstall completely after a year to see the wonder of a zippy start-up and responsive GUI, only to have it slowly crawl as I add functionality (including those games). Happily, my Windows 7 installation has lasted two years by now with no significant falloff in responsiveness, so that's getting much better, and I only power down/reboot of my own volition when I'm fitting lights and need mains power off - even then it's more likely to be a hibernate.
Servers are not workstations. Any good enterprise has controls for how changes are made to IT systems, and even simple patching requires testing and approved windows to take the system down and update it. In my experience a server will undergo a major overhaul at most twice in its' operational lifetime, and organisations with exceptional controls have zero - new version? New server!
A good server (and I think of Windows Server 2003+ as good servers) will run for decades given quality power and no moving parts. Of course hardware fails, but Microsoft have put in man-decades to get Windows to handle routine changes without downtime. I remember Windows NT 4.0 needing a reboot for an additional IP address. Modern versions of Windows can hot-plug an entire NIC (physically) without a blink, though admittedly I've never actually encountered anyone who uses the facility.
If an engineer merely mentions that, in their experience, Windows needs rebooting I question their experience. I mean it: I question their experience!
Windows is solid, and I can recall only one confirmed bug where Windows will fail (actually, begin to fail, an outage is not a certainy) for the simple factor of running continuously for a given time. When someone speaks of a memory leak that has caused Windows to run out of (insert wooly term here), again I question their experience and the quality of the software/vendor driver code. I've stopped blaming Microsoft.
When I run my applications on Windows Server and, more importantly, when I am paying someone to manage those systems for me, I expect them to have faith in their products and promise me server availability. Rebooting breaks availability.
Previous: Why You Can't Reboot my Server
Why You Can't Reboot My Server
When I was an on-site server engineer in 1997, I stood next to a HP
9000 engineer waiting for a SCSI hard drive at our parts depot, and we
got chatting about his next work order: He was off to install a tape drive. I
asked him what the new hard drive had to do with it, and he mentioned
that the server in question had been running continuously for over seven years, and at
least one drive was likely to get stuck and refuse to spin again once
he turned the frame back on.
I found this remarkable at the time, and couldn't imagine a Windows server lasting that long. I have moved on, and frankly expect my Windows servers to survive that long today. Very few share this position, and I'm trying to find out why it's so lonely on this side of the fence.
In this series of posts, I'll be looking at the most common complaints from Windows engineers and administrators they feel are adequate to justify rebooting servers, either as (or instead of) a diagnostic step, on a schedule that can best be described as arbitrary, or even artificially to apply fixes for problems the system doesn't have.
In this series:
Part 1: But I Have to Reboot My Own Windows System All the Time!
Part 2. Windows Just Isn't That Stable
Part 3. Console Applications, Java, Batch Files and Other Red Herrings
Part 4. Windows Updates and File Locking
Part 5. Nobody Ever Runs a Server That Long
Part 6. It's OK, the Resilient Partner Can Take Over
Part 7. I Don't Think You Understand What A Server Is
I found this remarkable at the time, and couldn't imagine a Windows server lasting that long. I have moved on, and frankly expect my Windows servers to survive that long today. Very few share this position, and I'm trying to find out why it's so lonely on this side of the fence.
In this series of posts, I'll be looking at the most common complaints from Windows engineers and administrators they feel are adequate to justify rebooting servers, either as (or instead of) a diagnostic step, on a schedule that can best be described as arbitrary, or even artificially to apply fixes for problems the system doesn't have.
In this series:
Part 1: But I Have to Reboot My Own Windows System All the Time!
Part 2. Windows Just Isn't That Stable
Part 3. Console Applications, Java, Batch Files and Other Red Herrings
Part 4. Windows Updates and File Locking
Part 5. Nobody Ever Runs a Server That Long
Part 6. It's OK, the Resilient Partner Can Take Over
Part 7. I Don't Think You Understand What A Server Is
How to Make Your Customers Feel Like Meat in a Tube
Few things annoy me more than web-based forms for initiating customer contact. My experience of them ranges from poor to dismal, and even when I point out that I expect companies to fail in their response I am rarely surprised by brilliance (or even adequacy).
The first problem with these forms is actually the result: Your enquiry ends up not as an e-mail for a person, but a record in a database. Some forms are worse than others in betraying this, but if you even have to select your company size or decision-making company role you can be sure you're being slotted into a Customer Spamming Service machine.
From there, around four out of five responses make no reference to your original query. Unlike e-mail, where you can save your initial contact in your Sent folder, and typically hiting Reply generates a new mail on top of your original one, the first response you receive almost always has no history, so you're left scratching your head wondering if you really forgot to mention your product's model number, even when you remember having to look up the unicode for the unnecessarily accented é in the product name.Whether a human typed out your reply, selected a form response or some machine logic matched your keywords to information already available in the FAQ, I will offer odds, without knowing who the company is, that the original question is not included for reference.
It's a pain to fill in forms like these repeatedly for each individual question, so you might be tempted to put more than one question in your query. Beware traveller - the company will choose which answer most closely matches their prepared form responses and send that to you, regardless of the amount of prominence you try to give to the one you really need answered first.
Errors on the form? How about not residing in the US so skipping the "state" field, only to be told the field is mandatory. OK, I live in Wyoming, Netherlands. Ah, the form now tells me having a state filled in outside the US in an invalid choice? Check the dropdown - yep, only US states available and no way to not pick one. Don't bother complaining about the logic in your actual request - you see, the people choosing stock responses to send that don't adequately deal with your query, they're in no way connected with the end of the sausage maker that ruins your customer contact experience from the start. They just turn the handle.
While sending an enquiry to a prominent software vendor, I happened to have NoScript turned on and found the form broken beyond use. This is simply not justifiable. Oh well, I'll enable the site for JS, but lo! The form fails to complete again. This time it is because a piece of code from a marketing firm has not arrived. So prominent, it even has the name market in its' name - answering my question vs completing my digital profile for a third party: Which do you think they care about most?
All this from an IT Security company, that sells products to control mobile phone policies to stop users from doing things like installing untrusted software that sends their data to unknown parties, without telling you.
Why am I running a marketing company's JavaScript to collect my personal information to initiate an evaluation of your products?
I am just meat in a sausage to you people, aren't I?
The first problem with these forms is actually the result: Your enquiry ends up not as an e-mail for a person, but a record in a database. Some forms are worse than others in betraying this, but if you even have to select your company size or decision-making company role you can be sure you're being slotted into a Customer Spamming Service machine.
From there, around four out of five responses make no reference to your original query. Unlike e-mail, where you can save your initial contact in your Sent folder, and typically hiting Reply generates a new mail on top of your original one, the first response you receive almost always has no history, so you're left scratching your head wondering if you really forgot to mention your product's model number, even when you remember having to look up the unicode for the unnecessarily accented é in the product name.Whether a human typed out your reply, selected a form response or some machine logic matched your keywords to information already available in the FAQ, I will offer odds, without knowing who the company is, that the original question is not included for reference.
It's a pain to fill in forms like these repeatedly for each individual question, so you might be tempted to put more than one question in your query. Beware traveller - the company will choose which answer most closely matches their prepared form responses and send that to you, regardless of the amount of prominence you try to give to the one you really need answered first.
Errors on the form? How about not residing in the US so skipping the "state" field, only to be told the field is mandatory. OK, I live in Wyoming, Netherlands. Ah, the form now tells me having a state filled in outside the US in an invalid choice? Check the dropdown - yep, only US states available and no way to not pick one. Don't bother complaining about the logic in your actual request - you see, the people choosing stock responses to send that don't adequately deal with your query, they're in no way connected with the end of the sausage maker that ruins your customer contact experience from the start. They just turn the handle.
While sending an enquiry to a prominent software vendor, I happened to have NoScript turned on and found the form broken beyond use. This is simply not justifiable. Oh well, I'll enable the site for JS, but lo! The form fails to complete again. This time it is because a piece of code from a marketing firm has not arrived. So prominent, it even has the name market in its' name - answering my question vs completing my digital profile for a third party: Which do you think they care about most?
All this from an IT Security company, that sells products to control mobile phone policies to stop users from doing things like installing untrusted software that sends their data to unknown parties, without telling you.
Why am I running a marketing company's JavaScript to collect my personal information to initiate an evaluation of your products?
I am just meat in a sausage to you people, aren't I?
Wednesday, 18 September 2013
Streetview and WiFi - Courts Need Some Education
I'm hanging my head in my palm in a manner not unlike the Jean-Luc Picard meme today, after reading a decision by a court in the United States. EFF has a great article summarising the effects, but I'd like to expand and go into the cause too.
So Google drove around with an antenna on their Street View cars for a few years, sniffing for wireless networks. This is very useful if you'd like to know your location but can't get a GPS signal, especially on devices with lower quality antennas or a location with poor sky visibility. As long as you have a data connection, you send the local Access Points off to Google's servers, and they will look up the location and feed it back to you. Simple, right?
Well, sniffing for access points (AP) is ridiculously simple. Your phone does that every time you look at a list of networks in your location, by looking for a special network frame called a beacon, which a regular access point send out roughly ten times a second. It's crucial to how WiFi works. It uses the same frame type as normal traffic, so even without a beacon you can still see at least the presence of traffic, and the MAC address associated with the AP. If the network is unencrypted, your WiFi network card automatically accepts those traffic frames too, then has it discarded by your kernel because it is not destined for your computer/smartphone/tablet etc ("your device").
I've done sniffing myself, in a practise known as "war driving". It sounds ominous, but it's also a very interesting excercise, for which I purchased a specific Atheros WiFi NIC, thanks to their products having excellent Linux support. Hook up a GPS receiver, and just go places. The software figures out where you are, looks at the list of APs nearby and pins them to a map. The problem here is that simply enabling your card to listen for APs does cause your system to store those traffic frames, since they are usefuol for determining the IP range in use on that network. Note I'm not trying to use those networks, I'm just interested in seeing how they're being used.
Now comes the interesting part: The court decided these signals being intercepted were not "radio communications" (despite being carried by photons) for the purposes of a legal interpretation, not "readily accessible to the general public" without "sophisticated hardware and software", and finally "most of the general public lacks the expertise to intercept and decode payload data transmitted over a Wi-Fi network".
On each point:
I'm used to seeing courts being out of touch with reality, especially in computing cases, but this is beyond unreasonable. I have no doubt Google had zero intention of capturing user detail such as e-mails, usernames or passwords (why would they, they run an e-mail service?), and are now being prosecuted for users' inability to secure their own networks.
But mostly: Physics!
So Google drove around with an antenna on their Street View cars for a few years, sniffing for wireless networks. This is very useful if you'd like to know your location but can't get a GPS signal, especially on devices with lower quality antennas or a location with poor sky visibility. As long as you have a data connection, you send the local Access Points off to Google's servers, and they will look up the location and feed it back to you. Simple, right?
Well, sniffing for access points (AP) is ridiculously simple. Your phone does that every time you look at a list of networks in your location, by looking for a special network frame called a beacon, which a regular access point send out roughly ten times a second. It's crucial to how WiFi works. It uses the same frame type as normal traffic, so even without a beacon you can still see at least the presence of traffic, and the MAC address associated with the AP. If the network is unencrypted, your WiFi network card automatically accepts those traffic frames too, then has it discarded by your kernel because it is not destined for your computer/smartphone/tablet etc ("your device").
I've done sniffing myself, in a practise known as "war driving". It sounds ominous, but it's also a very interesting excercise, for which I purchased a specific Atheros WiFi NIC, thanks to their products having excellent Linux support. Hook up a GPS receiver, and just go places. The software figures out where you are, looks at the list of APs nearby and pins them to a map. The problem here is that simply enabling your card to listen for APs does cause your system to store those traffic frames, since they are usefuol for determining the IP range in use on that network. Note I'm not trying to use those networks, I'm just interested in seeing how they're being used.
Now comes the interesting part: The court decided these signals being intercepted were not "radio communications" (despite being carried by photons) for the purposes of a legal interpretation, not "readily accessible to the general public" without "sophisticated hardware and software", and finally "most of the general public lacks the expertise to intercept and decode payload data transmitted over a Wi-Fi network".
On each point:
- It's radio. Learn physics. The lower court's opinion that the law covered "predominantly auditory broadcast" is an inference form the court; 18 USC § 2511 mentions audio only for satellite transmission, and only then to describe an audio channel used as a carrier for digital communications therein. If I speak ones and zeros into my walkie-talkie, does this suddenly become digital communications? Your meaning is divorced from reality, and I think it suits an agenda instead of fact.
- If I walk down a street, glancing into shops as I go, and see a person in one shop/office/etc handing a big photo with a red X through it to another person, with person in photo turning up dead and either of the two persons implicated at trial, I can't be prohibited for testifying because I got information not "readily accessible to the general public"(i.e. they were not standing on a street in plain view); a police officer seeing the same thing under the same circumstances is not prohibited from using the information for lack of a warrant or probable cause - it still doesn't affect the fact that photons bounced off the photo and got interpreted by "specialised hardware " (eyes) and "specialised software" (brain). Nobody's privacy is invaded, but information was blasted into the street nonetheless.
- WiFi NIC cost: $10 (shipping costs vary), down to as low as one. These devices are sophisticated, don't get me wrong, but then most computers are mind-numbingly powerful today. Linux kernel cost: nothing (download costs may vary, but is unlikely to make you hit your ISP's download cap), easily installed in an array of distributions. Laptop cost: Variable, but if you've got one lying around you already have your solution.
- Interception is easy stuff. Decoding is easy stuff, and your device "decodes" it as part of its' primary function.
- A further point the court asserted is that regular (AM/FM) radio communications can be received miles away, versus WiFi that "fail to travel far beyond the walls" of a location. Again, physics. Oh, and define "far" - my balcony is less than 15 meters from my AP and my signal comes and goes, while the street is 30 metres away (in the opposite direction) and I still get an association (but not much throughput) fairly reliably. I despise vagueness in court proceedings.
I'm used to seeing courts being out of touch with reality, especially in computing cases, but this is beyond unreasonable. I have no doubt Google had zero intention of capturing user detail such as e-mails, usernames or passwords (why would they, they run an e-mail service?), and are now being prosecuted for users' inability to secure their own networks.
But mostly: Physics!
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