SAST 06

I need to close out a few open issues from recent blog posts, so it’s time for a Short Attention Span Theater.

A couple of weeks ago, I wrote about a poor QA/good customer service issue I had with the Project Fi Travel Trolley.

I’m pleased to report that Swyft customer support came through with the promised travel socks. And they’re just as silly as we had hoped.

Let’s be clear: these aren’t the full height compression socks designed to prevent Deep Vein Thrombosis. These are ankle socks. But they have little rubberized bumps on the underside to prevent slippage when you take your shoes off to go through the TSA’s scanners. If you follow the often-quoted advice to take off your shoes on the plane and walk up and down the aisle a couple of times during the flight, they should be fine for that. They even seem rugged enough to wear to bed so you can stagger into the bathroom in the middle of the night without having to hunt for slippers.

Most importantly, though, they’re black, they’re fuzzy–kind of snuggly, in fact–and they’ve got a Project Fi logo on the side. Amusing. And I intend to wear them next time I fly.

And I will test the Travel Trolley again.

Moving on.

Last Thursday, I mused a little about the Mariners’ attempt to get above .500 for the first time this year.

Not only did they win Thursday night behind rookie Andrew Moore, but they also won Friday behind veteran Felix Hernandez.

Friday, they also sent Moore back to the minors. Weird game, baseball.

No, it wasn’t because they were displeased with his performance. Whoever made up the schedule decided the Ms needed two days off this week. Never mind that the All-Star Break is less than two weeks away and will bring almost everyone in the league a four-day holiday.

But with both Monday and Thursday off, the Ms didn’t really need five starting pitchers, so Moore went down to AAA. Chances are he’ll be back with the Mariners sooner rather than later.

But I digress. After that victory Friday the Ms were two games over .500. Celebrations ensued.

Saturday and Sunday, they lost to Houston, the team with the best record in baseball. Tuesday and Wednesday, they lost to Philadelphia, the team with the worst record in baseball.

Just like that, they’re back in familiar territory, two games short of respectability.

But that’s the Mariners for you. Ever since Houston came over from the National League, the Mariners have had trouble beating them. And losses breed.

Even with the losses, though, the Mariners are still only three games out of the Wild Card. Of course, the are eight other teams at three games out or less, so it’s a bit of an uphill climb.

Based on their performance so far this season, I expect the Mariners to bounce around .500 for the next few weeks, until they go to Houston July 17. That’ll put them in a short decline. They’ll recover and get back to .500 or a bit more in August, make a serious run at the Wild Card–and then go into a nose dive when the Astros come to Seattle September 4.

Because Mariners.

Moving on.

Apple is promoting the new iPad Pro it introduced earlier this month. The commercials are in heavy rotation during baseball games.

That’s expected. What isn’t is how stereotyped the ads are. The emo girl who hates everything. The power addict who literally explodes with pleasure. The ghost of a dead laptop.

Really, Apple? If you can’t give us a revolutionary computer–and let’s face it, the iPad Pro may be a heck of a good computer, but it’s neither years ahead of the competition nor unique–can’t you at least give us a revolutionary ad or two? One that doesn’t rely on the same easy compartmentalization we’ve seen in the media for far too long?

WQTS 11

Would you believe there’s a WQTS (Who QAed This Shit) story with a happy ending?

I’ll get there. But first, a tale that’s not so much WQTS as WTTWAGI (Who Thought This Was a Good Idea).

I’m calling out the Holiday Inn Express in Sedalia for gross violations of common sense in their handling of technology. And, just to be perfectly clear, I’m not talking about HIE hotels in general. As far as I know, these problems are unique to that particular location.

Let’s start with the hotel Wi-Fi. Finding good Wi-Fi in a hotel is a rare event, one that should be celebrated with parades and (hopefully brief) speeches by elected dignitaries. The Sedalia Holiday Inn Express’ Wi-Fi is not that sort. To be fair, once you get connected, it’s no worse than many other hotels’. It’s just that getting to that point is by far the worst experience I’ve had with, not just hotel wireless, but any public wireless.

Like most such, the SHIE uses a “captive portal” setup: once you connect, a web page launches, allowing you to enter whatever login credentials are needed. Many hotels either ask for your name and room number or a global password which changes periodically. The page is generally simple so it can display cleanly on anything from an old phone to a modern laptop.

SHIE has a huge page filled with text. That’s necessary because it offers three different ways to log in. Three.

There’s the traditional “last name and room number”.

There’s a numeric code. The web page calls it a PIN, but the envelope your room key comes in calls it an “Internet Access Code”. Calling the same thing by different names is just asking for trouble.

And there’s the third method, which requires half-again as much screen space as the other two combined. That’s because it’s only available to Holiday Inn Express Club members, and the portal login page has to explain all of the benefits of club membership, only one of which the ability connect to the Wi-Fi in any HIE hotel with your email address*.

* No password, at least not on the login page–I’m not a HIE Club Member, so I didn’t try to go any further–but the text strongly implied that all you need is your email address. Which means that if you know an HIE Club member’s email address, you can get all the free Wi-Fi you want in Sedalia. Assuming you want hotel-quality Wi-Fi. I wouldn’t want to download illegal images on something that slow, but if I wanted to launch a virus, how better than to do it through a hotel using someone else’s email address?

The login methods, all crammed onto the one login page. Any half-way competent user interface developer or QA engineer will tell you that having multiple methods of doing the same thing risks confusing your users. And indeed, while I was checking in, there was a couple at the front desk asking for help connecting their laptop to the wireless*.

* They were looking for where to enter that Internet Access Code. Remember, the page calls it a PIN. At least on a laptop they could see the whole page. Imagine how much zooming and scrolling they would have had to do on a phone before they even arrived at that level of confusion.

For the record, the desk clerk couldn’t help them. She had to call the “technical expert”. I left before I got to overhear that conversation. Must have been a doozy.

And don’t forget, by the way, that the portal was set up so you had to re-enter your login information every time you reconnected to the Wi-Fi. Go to dinner? Re-enter. Lose signal? Re-enter.

But enough about the wireless. Let’s move on to the computers in the so-called “Business Center” in the lobby. The hotel is very proud to have Microsoft Office on the computers. So proud, they put up a sign advertising it. And, to be fair, it’s a big step up from last year, when the only software on those machines was Windows itself. But let’s face it: Office is the least you can expect to find on the computers in anything that calls itself a Business Center.

I was impressed to see that the computers were running Windows 10. I was rather less impressed to see that they needed a password to use. Why bother? It’s not like the hotel was exercising any control over who uses the machines. I asked for the password at the desk–and note, by the way, that there were no signs telling would-be users how to get the password. Amazingly, the clerk knew it. It’s all lower-case, with no digits or punctuation, and it’s one of the first three words anyone of even moderate intelligence would try–and it’s not “password” or “guest”. I don’t know if they’re supposed to confirm that users are staying in the hotel, but if so, she didn’t.

So if you’re not limiting usage, why put passwords on them? If you want to exercise enough control to keep kids from tying the up all day playing games, just have the clerks glance in that direction occasionally. The computers sit in the lobby, no more than ten feet away from the front desk.

And it’s not like the password prevents people from mistreating the machines. I couldn’t use the first one I tried because some prankster had changed the password and locked everyone out of the machine. On the other machine, someone had created his own account, presumably so he wouldn’t have to remember the hotel’s password.

On many public computers, the USB ports are disabled to keep people from installing malware. Well-designed Business Centers have heavy-duty virus protection, but allow you to use the USB ports to transfer your work from your laptop to the computer. SHIE found a different security method: they put the computers under the desk, forcing users to crawl around on the floor to plug in a thumb drive. OK, so it’s not totally effective security, but it’s better than nothing.

The final blow? There’s no printer in the Business Center. Instead, there’s a networked printer hidden somewhere behind the front desk. Can you imagine what your corporate information security team is going to say about you using that printer to run off last-second changes to your presentation about buying the Holiday Inn chain?

sigh

OK, ready for that happy ending? This one really is a WQTS story.

This time last year, I wrote about Project Fi and how pleased I was with it.

I’m still happy with Project Fi, and when I heard about the Project Fi Travel Trolley shortly before my Sedalia trip I was totally charmed.

The Trolley, in case you haven’t already heard about it, is a glorified vending machine set up in several major airports around the US. It’s stocked with small items that might be of use to travelers: USB cables, luggage tags, sleep kits, playing cards, and–the real prize–fuzzy travel socks. Project Fi customers can get a free goody just by tapping their phone against the kiosk. The kiosk and your phone use NFC to validate your Fi account and generate a QR code. The kiosk then scans the code and dispenses the prize you wanted.

That’s the theory. In practice, somebody missed a bug.

Either there’s a hidden problem in the kiosk’s NFC reader, or nobody thought to test the scenario where a customer has more than one account on their phone.

Maggie and I both have two accounts on our phones. When we tried to use the Trolley, instead of getting QR codes, we got an endless series of browser windows opening, each of which informed us that we were logged into the wrong account. Logging into Google with the correct account did no good. Neither did any of several other methods we tried to convince the system we were Project Fi customers.

No fuzzy travel socks for us.

Our trip wasn’t ruined. Somehow we soldiered onward, cold toes notwithstanding. (For the record, temperatures in Sedalia were in the high eighties. Frostbite was not a significant concern.)

The happy ending?

I reported the problem to Project Fi support, who referred me to Swyft, the company that manufacturers and supports the Travel Trolley kiosks. Within minutes, I received an apology for the “bad experience,” an assurance that the issue will be investigated, and a promise to send us socks.

Now, it might just have been a bedbug letter. We’ll find out next time I fly through an airport with a Travel Trolley–I fully intend to see if they’ve come up with a fix. One can never have too many sleep masks and earplugs, after all.

But I’ll take a Happy Ending For Now–as long as I really do get my socks.