Stump the Genius

A few days ago I encountered a little glitch when using the accessibility feature Voice Over in iPhone 4. Because I have had an exceptionally good experience with my Apple products, especially my iPhone 3GS, I just assumed I was once again playing “Stump the Genius.”

It’s a fun game, and it is not meant to make the Genius look bad. The game was launched in my head when I first ran into, and could not get out of, touch typing in the iPad, and again when I lost the “spoken menus” in both my iPod Nanos. Come to think of it, “Stump the Genius” always involves accessibility, and that is because it is a rare Genius that really knows Apple Accessibility.

So I’m trying to help a lovely friend get comfortable entering contacts with multiple phone numbers into her new iPhone 4. Yes, that would be the iPhone 4 I told her she just could not live without. We found it was not possible to enter multiple phone numbers while using Voice Over. Her husband, however, discovered that this feature did work just fine in Zoom.

Informed by my past experience (Just Genius) I have learned not to take no for an answer. I’m asking for the fix to a problem and never feel satisfied without a solution.

When we pulled up two stools at the Genius Bar, I was certain we would be walking out happy. It quickly became clear that our Genius was not aware of this iPhone 4 Voice Over problem. My friend looked at me and said proudly, “I think we’re teaching the Genius something he doesn’t know.” I smiled and shook my head in agreement. Still I was confident that he would figure it out.

After several consultations and a fair amount of searching their Geniuses explained why this was not working – something to do with database interaction that I did not understand. No cure yet available, the only way around the glitch, for a Voice Over user, was to input your multiple fields in contacts by computer and sync back to the phone.

Although it is never a win, I felt sure we had stumped the Genius. I was wrong.

I sent several email messages to the accessibility group at Apple, where I usually get the answers I’m looking for. This time I was not prepared for the polite acknowledgement I received quickly in response, it said politely, “This is a known issue that our engineers are looking into. Thanks for your feedback.”

I was very disappointed – not sure if I should continue to recommend the iPhone to people in need of Voice Over. And, not sure if I should upgrade my iPhone software and deal with this glitch. Would the benefits of the new version be worth the loss of this feature (temporarily)?
I haven’t quite made the decision, but I’m leaning toward the update. I asked a couple of iPhone Voice Over aficionados – and they seemed unfazed by this problem as they sang praises to new features like “Touch Typing” and the improved speed and ease. It may be a bit of a trade off – but still well worth the gains. We shall see.

The Set Up

Figuring out how some electronic device works is not my idea of a good time. The sight of a User’s Guide or a Manual, gives me the willies. I could blame this shortcoming on my impaired vision, but to be perfectly honest, I was not any better at doing these things when my vision was a clear 20/20.

To avoid feeling like a woman on the verge of a nervous breakdown, I have instituted a hard and fast rule – I do not buy electronics without making sure they are programmed and operational, before I leave the store.

From the smallest thing like the talking pedometer I bought and believed it was “easy” to set up just pull the tape to start the battery. I pulled the tape and the battery started, then I put it back in the package, where it sat for months, because I had no idea how to set it. Then I bit the bullet and invested 45 minutes figuring out how to set it up and clock my miles. Sadly, during its first excursion, the pedometer popped off my waist band and fell to the pavement, forever stopping the clock at 3.7 miles.

A “60 Minutes” report on CBS titled “Get Me the Geeks!” helped me to realize, I was not the only one having trouble. It was a relief to know that most of us were struggling for control over our technology, regardless of visual ability. Figuring out how to operate a new refrigerator, coffee maker, alarm clock, today can be problematic, “giving rise to the Geeks.”

I bought my last television at Best Buy and the Geek Squad set me up. I bought my last computer at the Apple Store and the Geniuses set me up. I had Mobile Me set up so my iPhone and iPad will wirelessly update and back up automatically, so the data and the settings will never be lost, even if the device is.

Same goes for watches, telephones, electric toothbrushes, and all kitchen appliances – I do not leave the store unless they are properly set up and fully operational. If I did not stick to this rule, many things would never leave their packages.

Recently, I had a momentary lapse and (foolishly) attempted to set up my iPad data plan with AT&T. I heard it was “easy.” Not for me. For one hour I grappled with the (not-so-accessible) form on the touch screen. It timed out twice and I had to start the excruciating process over again. Then I came to my senses, walked into the Apple Store, and in three minutes they had my 3G activated.

It’s not about you, and it’s not about me.

It is totally about The Set Up.

Just Genius

I must admit I have been spending quite a bit of time at the Genius Bar. It can be a happy hour, but no liquor is served. In fact, what I get at this bar is technical support with an Apple Genius. .

I don’t mess around, any more, when I can’t figure something out about my iPod, iPhone, iPad or iMac – I go straight to the Genius Bar and get the answer. Appointments are easy to schedule on line or in person and they’re even lined up to help you 24 hours a day at Apple Fifth Avenue. It’s an incredibly powerful (and priceless) perk that comes with the purchase of any Apple product.

My experience with the Geniuses has been very good. They are smart, and kind, and never judgmental. They are incredibly well trained and most of the time they are spot on with the answers. On the occasions they don’t know, they will consult with the literature and with their fellow Geniuses.

Although I generally chalk up my technology issues to my own, sometimes embarrassing ineptitude, I have come to realize the Geniuses are learning all the time too!

As good as they are there are some things about accessibility settings like Voice Over that they are learning right along with me. In fact, I’ve even had the chance to show a Genius a thing or two.

My nephew was showing a friend of his how the iPhone works with Voice Over. He returned the phone to me and asked how to turn back on the screen? I did not know you could turn it off. We shut down and rebooted, pressed all available buttons, the phone was fully operable, but no picture on the screen.

To the Genius Bar I went and they recommended restoring the settings. I agreed. The very next day I was talking with another iPhone user and he showed me the feature he loved most – the screen curtain. Three fingers tapped twice blacks out the screen in Voice Over; two more of the same taps bring it back. It was a lesson learned, just a day late.

During the first week of getting acquainted with my iPad (using Voice Over) I apparently performed a gesture on the iPad screen, unknowingly. As well versed as I am with the double tap and the split tap, suddenly my keyboard was responding to a single tap. It was strange and I did not understand how to type this way or how to get back to the double tap typing (now so comfortable).

Several Geniuses were consulted but we could not return my iPad two-tap typing. When all else failed they recommended “restore settings.” Not so fast, I decided to look further for the solution.

I sent an inquiry to someone who specializes in the development of these brilliant things and got back the answer. There is a new iPad accessibility option in Voice Over for touch typing. I accidentally turned this on with an inadvertent two fingered twist, which activates the ‘rotor,’ followed by a flick that switched mode to touch typing. In this mode you can touch type on the iPad keyboard (I admit I have yet to practice). You can also simply scroll the keyboard with one finger and lift it to type, when you hear the letter, number, or symbol you want. It takes some getting used to.

My most recent opportunity to give back came just a day ago. I have two iPod nanos that tragically lost their ability to speak the menus. Not sure how or why this happens and no one else I encountered seemed to know either. By now I do not take “restore” for an answer, so I reached out for a little insider information and I’m delighted to report my nanos are telling me everything I need to know, again.

I’m going to share this solution with the Genius Bar and with you too: Before you restore, try this: disable voice, sync, then re-enable voice and sync again. This should re-generate the spoken phrases for the contents of your nano. If that doesn't work, then you can certainly try restoring.

It worked!

There is a little genius in everyone – just dying to come out.