When engineers first received the Bomgar appliance back in March, the company had just released a new version, so the new documentation did not match the user interface (UI) on the old appliance.

I love my 78-year-old mother and do whatever I can to help. But when she has computer trouble, she spins into a frustrated tech spiral, starts lashing out, and I want nothing to do with her. The ...

Jeff Carlson writes about mobile technology for CNET. He is also the author of dozens of how-to books covering a wide spectrum ranging from Apple devices and cameras to photo editing software and ...