Friday, 29 August 2014

Our most popular posts

Contributed by Farzana Rasheed

We have strived to maintain a blog since we started the company. The objective of the blog is to present a commentary and online-diary of our company. We want to chart our progress, our successes and day-to-day challenges of an IT company in Liberia. We want to come across as a group that is very passionate about delivering quality IT services in a challenging environment in Liberia. We are not afraid to talk about challenges and difficulties, either. 

It is difficult to post regularly since we are a small business and, not everyone has time to write about what they are doing. Our technical staff, brilliant and hardworking as they are, have been shy to express themselves and also have very little writing experience. Although they are the ones on ground and would be able to write highly interesting posts about what it is like to deliver IT service in Liberia, they struggle to find the time or confidence to write. 

But I do push my staff to write! Last year, writing an end-of-the year post was mandatory for all my staff before we closed shop for Christmas. 

I also try to enoucourage my business partner and Head of Operations to frequently put pen to paper. 

We have also had part time and temporary positions filled in our company. For instance, we had a Marketing Officer who used to come and work for us for three times a week. He often contributed with a post. That post was filled after his departure too but only briefly.  I've also had some English teachers who provided English writing lessons to our staff. One of them contributed a post.  

Once we have a new blog entry, we also post a link on our Facebook page.

As far as feedback is concerned, very few comments are posted on our blog. But  I notice that people do read our blog. I often get comments first hand from individuals. 

So, we need to keep writing. 

Here are some of our popular posts:

2) Xerox 7125 Work Centre Printer Error 010-333. It received 1,028 hits. 

3) Shipping News. It received 100 hits. 

4) Is XP extinct? It received 53 hits. 

6) There is a baby in the office! It received 73 hits. 

9)  Back to Liberia  It received 65 hits.

10) Sad Day It received 65 hits.

Thursday, 28 August 2014

How does a business cope with an ebola-struck economy?

Contributed by Farzana Rasheed
Haresh Karamchandani

It is doubtful guidebooks written by business gurus appearing on the prestigious New York Times bestseller list or a graduate of the Harvard Business School could advise a company on how to handle the deteriorating situation as the likes of which we are now facing in ebola-struck Liberia. Not that we doubt these institutions!  Basic principles apply to business anywhere you operate in any part of the globe but many models and practices applicable to highly developed economies would not apply to fragile ones as in an emerging market such as Liberia.

Experience of the country, practical gut instincts, calm head, firm resolve, a do-as-the-Romans-do approach and a positive attitude are required more than anything else.

Most of last year, 2013, was kind of slow for business to begin with. Many of our clients in the mining and agribusiness sectors had tightened spending since they were transitioning from an exploration phase to trying to acquire mining and full operating licenses.  The public sector too was not spending as it had in the previous couple of fiscal years.

Besides IT services, NATC also regularly participates in public bids and has imported goods for various Liberian government ministries and the United Nations Peacekeeping Mission in Liberia (UNMIL).

The deadly epidemic struck Liberia in the first quarter of 2014. It has also hit Sierra Leone and Guinea. The official number of victims killed by this deadly virus are 1,200 but this number is probably much higher.

Ebola first hit Liberia in Lofa Country (close to the border with Guinea) earlier in the year but it was not until people in Monrovia started falling ill with ebola, where at least one-third of the population resides, that the government declared emergency: the porous borders were sealed, non-essential government staff were told to stay at home and even travel restrictions were imposed between the 13 counties.  As the situation stared to deteriorate - the healthcare infrastructure simply could not cope - the government placed one of its the biggest slums under Army-enforced quarantine after an ebola treatment center was attacked by residents. A curfew was also put in place from 9 PM to 6 AM. 

Some international staff of NGOs have been evacuated. Some of NATC's clients are operating with bare essential staff and have halted operations for now. Almost all regional and international flights including British Airways, Air France, Gambia Bird, Arik Air and Kenya Airways have suspended flights to and from Liberia. One of the long-standing carriers to and from Europe, SN Brussels, first announced it had suspended flights but later informed the public it would continue service, to the relief of expatriates, many of them working in NGO and private sectors. It feels as if Liberia itself has been put under quarantine.

Some of our friends who were away on holidays, especially those with children, decided to remain abroad. This includes myself (Farzana, CEO of NATC). The head of operations, Haresh, was away on holiday for almost a month but is back since 17 August. But I wonder how long I can stay away?

Things are extremely uncertain and worrying at the moment. The country has been isolated by the regional and international community by suspending flights and refusing entry to visitors from Liberia despite WHO advice. The containment of West Point, a crowded slum where some of the poorest folks of Liberia live, is creating frustration and fear of riots and chaos. Many shops and businesses remained closed on Wednesday, 20 August when the curfew was announced. 

A view of Randall Street a day after the curfew was announced.
Photo by
Haresh Karamchandani
I heard from a friend lately that Indians who were employed with Indian businesses were trying to leave, too.

News from the media and health NGOs operating in Liberia stressed the inability of Liberia's healthcare system and the limited infrastructure to handle the crisis. Moreover, people suffering from other illnesses or pregnant women could not receive care since hospitals and clinics were already over-stretched. This reality struck hard for NATC since our senior staff, Jonathan Barwon, complained of illness. He was not able to receive any adequate care anywhere. To get decent medical care has always been a nightmare in Liberia but during this crisis, it has become acute.

Jonathan was suffering from the usual typhoid and malaria combination that seems to inflict everyone in Liberia as well as a very bad stomach ulcer, he sought care from local clinics. He was told by the doctor that his blood count was getting low which may be caused due to internal bleeding from the stomach ulcer.  We took  him to Air Med a South African new clinic behind Royal Hotel where for $ 190.00 he was examined and confirmed that he was generally better from the typhoid and malaria treatment but the ulcer needed further medication. He has been going back for regular check ups and seems to be recovering. If the situation gets worse, and since flights are suspended, we would have to evacuate him through Air Med at an expense of more than US$45,000.00 as he does not have any insurance cover. 

Business it self has definitely slowed down. Calls for IT support and requests for supplies have all but dwindled. Many of our clients have drastically down scaled operations. We are still receiving RFQs and public bids though. For instance, the US Embassy put out a huge RFQ (Request for Quote) for printers, toners and office supplies. We have submitted our bid and keeping our fingers crossed. Another RFQ from the Liberia Revenue Authority to link 5 Ministries and Government Agencies via WiMax has been submitted. There are many more RFQ’s from UNMIL and Government Ministries. This will keep us busy, and hopefully we will win a few tenders.

Our colleagues in the private sector are all complaining about bad business. Many of them have traveled out and cannot return due to the flight situation. There seems to be a looming cooking gas shortage on hand, too.

The general environment is not normal. Traffic has reduced considerably. Many shops on Water Street are still shut. The Waterside market has moved up to Ashmun street. It's like a wait and watch situation. Streets are dark and quiet in the evenings. Most businesses close early so their staff can get home before the 9 PM curfew. Banks are over crowded as people are trying to withdraw and keep their cash in their pockets, just in case. 

All offices, banks are observing strict sanitary rules. Everyone has to wash hands and get their temperature checked before entering.

Haresh was walking down the street one evening this week and overheard a group of private security guards complaining about police brutality during the curfew hours.

Businesses who import and stock commodities will make more money as they will hoard and increase prices gradually as the situation deteriorates. Staff are being relieved of their jobs at the slightest opportunity to reduce cost.

In the end, NATC which has worked too hard to try to establish itself as a premier IT Services and Products company. We just have to dig our heels in, remain patient and hope for things to come back to normal. We will continue to provide the best possible IT services and patiently wait for good times which are inevitable.

Wednesday, 27 August 2014

A Message from NATC

Contributed by Farzana Rasheed

See the message that was sent to all our clients and partners today via e-mail.  

Dear valued clients,

During this time of tragic crisis as the ebola epidemic has struck Liberia and the authorities are struggling to contain it, we at New Africa Technology Company (NATC) would like to say we are still here.

Haresh, our head of operations, was out of the country for about a month (late July to mid August) but has been back in the country since 17th of August. Farzana, our CEO, has been away on long holiday (family visit/surgery) with Baby Kavita but has had to extend her sojourn due to the crisis in Liberia.

NATC is observing the curfew and, ensuring its staff are safe and healthy to the best of its abilities.

We are here to respond to any queries for supplies and, requests for support.

We wish for the safety of all our clients, partners, staff, friends and indeed, all our fellow Liberians.


NATC Management Team

Sunday, 6 July 2014

Scanner Error 30.03.45 in HP M525 DN Laserjet Monochrome Multi-Function Printer

Contributed by Haresh Karamchandani

We got an order from the Liberia Electricity Corporation after a successful competitive tender process to supply 7 pcs of HP M525DN MFP’s.

The printers were imported from source in the USA and we supplied them to the client. It was agreed in our proposal that we would supply and install the printers.

We fixed a date with the client and proceeded to go and install the machines and designated offices in their multi storied building.

We unpacked the printers one by one and got down to installing them. Six machines were installed with no problems and tested by the client. One was reading a Fatal Scanner Error Code 30.03.45 after we would start it up. The notification was: Restart the machine and if the error persists contact HP Tech Support.

We decided to bring back the machine to our Lab for further diagnostics.

The DC Board was switched to see if this was the problem but it still gave the same error. 

Then we suspected that the problem may have been caused due to damage to the scanner assembly and got down to getting a new scanner assembly from HP under the warranty arrangements. HP tech support said that before they send the replacement scanner they would like to do some troubleshooting with us.

We called up HP tech support and they asked us to do the following troubleshooting:

  1. Start the printer. 
  2. Hide the error message.
  3. Go into Administration>Reports>Configuration/Status pages>Configuration page>Print page
  4. The printer was able to print out the configuration page.
  5. Then the HP Technician advised that we download the Firmware from:>support>Enter product name which is M525dn>One match found, click on the match>Select Cross Operating System(BIOS, Firmware, Diagnostics etc)>Download Firmware>Download the 134.2MB firmware>After downloading the firmware, Extract the files and save on a blank USB stick> Insert the USB stick into the USB port, located on the left side of the screen panel>Click on Device Maintenance>USB Firmware Upgrade.
  6. Sit back, have a coffee, relax.
  7. The machine will automatically upgrade the firmware and it will restart 3-4 times during the process.
  8. Finally after the process is completed, the machine comes on without the error message!!
  9. The machine has been tested and it can print copy scan as usual.

We have packed the machine back into its box and will have it delivered and installed at the client site immediately.

Thanks to HP Tech Support!

Tuesday, 27 May 2014

NATC goes to Harper for a Maintenance Visit

Text by Farzana Rasheed
Photos by Haresh Karamchandani

NATC has several maintenance contracts with clients in the mining, NGO, UN and banking sectors. Each contract is tailored for a client's needs including Danish Refugee Council (DRC). Our contract entails regular visits to their offices in Harper which is the capital of Maryland Country in the eastern part of Liberia. 

See pictures of our most recent visit in the third week of May. 

En route!

We hitched a ride on a regular UN Helicopter flight to Harper 

Inside the heli

We managed to get some great photos of the coastline
as we lifted off and headed east. 

Since helicopters fly at a height of 10,000 - 15,000 feet, lower than fixed-wing aircraft,
one can get some great shots of the terrain. 

Since helicopters fly at a height of 10,000 - 15,000 feet, lower than fixed-wing aircraft,
one can get some great shots of the terrain. 

The Harper airport

We arrive and start working

But before we start work, we have to have lunch!

After lunch, we can get to work! 

Some pictures of the town

Tuesday, 20 May 2014

Business trip to Ivory Coast, Ghana and Nigeria

Our head of operations, Haresh, recently made a business trip to Ivory Coast, Ghana and Nigeria to source some goods for a battery bank supply order. 

These are some photographs from his trip, mostly in Abidjan. There's also a photo of his reunion with his secretary from 100 years when he used to live and work in Lagos, Nigeria. 

Monday, 5 May 2014

HP M4345 Multi-Function Printer, Printing Blank Pages!

Contributed By Jonathon Barwon

We have a huge contract with a UN Organization to maintain and service about 91 printers, copiers, scanners.

During our last maintenance visit we routinely serviced a HP M4345 MFP and carried out a regular test print. The user signed off on our maintenance log and all was well.

About a week later we got an email from the client that the printer was printing blank pages and they started blaming us for this problem. They said that they had tried to replace the toner to no avail. I was dispatched by my Head of Operations to go and check out what may be the issue.

On arrival my first observation was that the client was using fake toners. I straight away condemned the toner and told the client that if we get a genuine toner from our stock the problem would be resolved. The client accepted and we sent for a Genuine HP toner.

To my utter shock and embarrassment, on insertion of the Genuine HP toner the machine rejected it and we got a message on the printer: “ Remove Orange tab”, this was already removed before the toner was inserted into the printer, and all of us were surprised and confused on what may be the problem. The client mocked me and said that your toner too is fake and that the printer was not able to recognize it!!!

We brought the printer to our lab and got down to diagnosing the problem.

We had some spare parts available and swapped the main PSU (Power Supply Unit), the High Voltage PSU, the scanner board, the DC controller and the formatter. We also swapped the transfer roller. 

All these ideas did not help at all.

On a thorough examination, my Head of Operations noticed that there is a spring on the left side of the printer that should make contact with the toner sensors. He suspected that this may be malfunctioning. He called up HP tech support in the USA and they advised that the problem may be due to a broken laser shutter flag.

I decided to go back to the client to inspect another similar printer to see if there is indeed any laser shutter flag in a working printer, and to also check the spring. And lo and behold, I noticed that the spring in the working printer was placed quite differently than the spring in our faulty printer. I quickly rushed back excitedly and placed the spring back correctly and carried out a test print.

Guess what? The printer is now working perfectly well. Imagine what one tiny spring can do? This spring was apparently dislodged when a user jammed in a toner cartridge. When dislodged it was right down below the white piece of plastic, whereas the actual position should be above the white plastic.

See picture below.