1

Debre Tabor University

Faculty of Technology
Department of Information Technology
Basics of Computer Maintenance and Technical
Support

Compiled by: Ayenew K. (MSc.)

Debre Tabor, Ethiopia
Jan, 2024
 General concepts about PC
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In the world of computers, computer systems can be:

 Hardware - The computer’s physical components, such as monitor,

keyboard, motherboard, and hard drive.

 Software - The set of instructions that directs the hardware to

accomplish a task.

 To perform a computing task, software uses hardware for four basic

functions: input, processing, storage, and output. And also hardware
components must communicate both data and instructions among
themselves.
 Fig1: Computer activity consists of Input, Processing, Storage,
and Output
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 General concepts about PC Maintenance
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 Types of Computer Maintenance
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 ICT Maintenance is distinguished as: Preventive, Corrective,

Adaptive and Perfective.

 Preventive and Corrective maintenance are both critical

factors in maintaining ICT system’s availability and

performance.
 A. Preventive Maintenance
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 It is usually done in regular time intervals (according to each item’s

specifications).

 Which aims in retaining the system’s capabilities before the occurrence

of any problem (e.g. system failure).

 Ad-hoc preventive maintenance is performed after new software

product releases or versions, if they are recommended for bug fixing.

 ,,, Cont’d
7

B. Corrective Maintenance

 Required after the occurrence of a problem or failure, which aims

in restoring the defective item(s) to the required state.

C. Adaptive maintenance

 Required mostly in unstable legislative, institutional and/or

technical environments which focus in adjusting a software product
to properly interface with a changing environment.

 It is performed ad-hoc, in accordance with the frequency the

environment changes.
 ,,, Cont’d
8

D. Perfective Maintenance

 It is normally part of a successful system’s life cycle, and refers to

further extensions and improvements beyond the initial specifications.

 It may include the implementation of new software modules and/or new

OS and off-the-self software versions which aim in performance

improvement.

 In some cases, additional hardware is required to improve system

security and performance.

 ,,, Cont’d

 Different authors state different classifications

 IEEE Std. (2006) classifies as

 By Lientz and Swanson (1980):- corrective, adaptive, and perfective maintenance.

 Corrective maintenance: reactive modification of a software product
performed after delivery to correct discovered faults.

 Adaptive maintenance: modification of a software product performed after

delivery to keep a computer program usable in a changed or changing
environment.
 ,,, Cont’d
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 Perfective maintenance: modification of a software
product performed after delivery to improve performance
or maintainability.
 Preventive maintenance:
 It is a regular and systematic inspection, cleaning, and
replacement of worn parts, materials, and systems.
 It helps to prevent failure of parts before it actually
occurs.
 With fewer failures, there is less troubleshooting to do,
thus saving an organization time and money.
 The purpose of preventive maintenance
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 Preventive maintenance is used to:

 Maximize performance of production equipment

 Prevent breakdown or failures

 Minimize production loss from failures

 Increase reliability of the operating systems

 Reduce the probability of hardware or software problems by

systematically and periodically checking hardware and software to
ensure proper operation.
 ,,, Cont’d

Benefits of Preventive maintenance

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 Be proactive in computer equipment maintenance and data protection.
 Perform regular maintenance routines to reduce potential hardware and software
problems.
 Plan is developed based on the needs of the equipment like construction site or
office env’t.
 Regular maintenance routines reduce computer downtime and repair costs.
 The following are the benefits of preventive maintenance:
 Increase data protection
 Extend the life of components
 Increase equipment stability
 Reduce repair costs
 Reduce the number of equipment failures
Preventive Maintenance Plan
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 It is developed based on the needs of the equipment that must be

performed on the computer equipment and the frequency of tasks:

 A computer exposed to a dusty environment, such as a

construction site, needs more attention than equipment in an
office environment.

 High-traffic networks, such as a school network, might require

additional scanning and removal of malicious software or
unwanted files.

 Document the routine maintenance tasks.

 Preventive Maintenance Tasks
Hardware
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 Check the condition of cables, components, and peripherals.
 Repair or replace any components that show signs of excess wear.
 Removing dust from inside the computer and fans should be part of every
preventive maintenance plan.
 Keep components clean to reduce the likelihood of overheating.
 Use the following tasks as a guide to create a hardware maintenance program.
 Remove dust from fan intake
 Remove dust from power supply
 Remove dust from components inside the computer
 Clean mouse and keyboard
 Check and secure any loose cables
 ,,, Cont’d

Software
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 Verify that installed software is current.
 Follow the policies of the organization when installing:
 Security updates,
 Operating system, and
 Program updates.
 Use the following tasks as a guide to create a software maintenance schedule:

 Review and install the appropriate security, software, and driver updates.

 Update the virus definition files and scan for viruses and spyware.

 Remove unwanted or unused programs

 Scan hard drives for errors

 Defragment hard drives

 ,,, Cont’d
Dust
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 Use a cloth or a duster to clean the outside of the computer case.

 If using a cleaning product, put a small amount onto a cleaning cloth
and then wipe the outside of the case.
 Dust on the outside of a computer can travel through cooling fans to
the inside.
 Accumulated dust prevents the flow of air and reduces the cooling of
components.
 Hot computer components are more likely to break down.
 Remove dust from the inside of a computer
 ,,, Cont’d

Internal components
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 Inspect Internal Components.

 Examine the computer on a regular schedule.

 A basic checklist of components to inspect for dust and damage includes:

 CPU heat sink and fan assembly

 RAM modules

 Storage devices

 Adapter cards

 Cables

 Power devices
 ,,, Cont’d

Environmental concerns
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 An optimal operating environment for a computer is clean, free of

potential contaminants and within the temperature and humidity

range specified by the manufacturer.

 Computers should not be operated in harsh environmental

conditions.
 The purpose of data protection process
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 Before you begin troubleshooting problems, always follow the necessary

precautions to protect data on a computer.

 Some repairs, such as replacing a hard drive or reinstalling an operating system

may create data risk.

 Make sure that you do everything possible to prevent data loss while attempting
repairs.

Backup Data: Backup is the first step before any troubleshooting on a computer system is done.

A backup is a copy of the data on a computer hard drive that is saved to media such as
a CD, DVD, external hard disk, on a cloud storage server etc.
 ,,, Cont’d

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 It is better to have a data back up daily, weekly, and monthly

 If you are unsure that a backup has been done, do not attempt any
troubleshooting activities until you check with the customer.

 Here is a list of items to verify with the customer about data backups:

 Date of the last backup

 Contents of the backup

 Data integrity of the backup

 Availability of all backup media for a data restore

 If the customer does not have a current backup and you are not able to
create one, you should ask the customer to sign a liability release form.
 What is troubleshooting?
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 It is a systematic approach to locating the cause of a fault in a

computer system.

 It is the detection and removal of faults in the computer system.

 It is a learned skill.

 Not all troubleshooting processes are the same, technicians tend to

refine their own troubleshooting skills based on knowledge and
personal experience.
 Troubleshooting process
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 Troubleshooting requires an organized and logical approach to problems with

computers and other components.
 Asking the right questions, testing the right hardware, and examining the right
data helps you understand the problem.
 Troubleshooting is a skill that you will refine over time.
 The troubleshooting process is a guideline that can be modified to fit your needs.
 Troubleshooting process includes:
Step Troubleshooting Process
1 Identify the Problem
2 Establish a Theory of Probable Cause
3 Test the Theory to Determine Cause
4 Establish a Plan of Action to Resolve the Problem and Implement
the Solution
5 Verify Full System Functionality and, if Applicable, Implement
Preventive Measures
6 Document Findings, Actions, and Outcomes
 ,,, Cont’d

Step-1: Identify the problem

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 Gather as much information from the customer as possible, but always be

respectful.

 The customer will provide you with the basic facts about the problem.

 Use the following strategy to identify the problem:

 Start by using open-ended questions to obtain general information.

 Continue using closed-ended (yes/no) questions to get relevant information.

 Document the responses in the work order and in the repair journal.

 Verify the customer’s description by gathering data from the computer using
applications such as event viewer, device manager, BIOS info., diagnostic tools.
 ,,, Cont’d

 Conversation Etiquette
 When you are talking to the customer, you should follow these guidelines:
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 Ask direct questions to gather information.
 Do not use industry jargon when talking to customers.
 Do not talk down to the customer.
 Do not insult the customer.
 Do not accuse/blame the customer of causing the problem.
 Open-Ended Questions
 It allow customers to explain the details of the problem in their own words.
 Some examples of open-ended questions are:-
 What problems are you experiencing with your computer or network?
 What software has been installed on your computer recently?
 What were you doing when the problem was identified?
 What hardware changes have recently been made to your computer?
 Closed-Ended Questions ,,, Cont’d
 It requires a "yes" or "no" answer.
 These questions are intended to get the most relevant information in the
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shortest time possible.
 Some examples of closed ended questions are:-
 Has anyone else used your computer recently?
 Can you reproduce the problem?
 Have you changed your password recently?
 Have you received any error messages on your computer?
 Are you currently logged in to the network?
 Documenting Responses
 Document the information obtained from the customer in the work order
and in the repair journal.
 Write down anything that you think may be important for you or another
technician.
 Often, the small details can lead to the solution of a difficult or complicated
problem.
 ,,, Cont’d

 Verify the customer’s description of the problem by gathering data from the
computer using applications.
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 Using Event Viewer

 When system, user, or software errors occur on a computer, Event Viewer is

updated with information about the errors.

 The Event Viewer application records the following information about the
problem:
 What problem occurred
 Date and time of the problem
 Severity of the problem
 Source of the problem
 Event ID number
 Which user was logged in
when the problem occurred
 ,,, Cont’d

Using Device Manager

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 It displays all of the devices that are configured on a computer.

 Any device that the operating system determines to be acting incorrectly is

flagged with an error icon (has a yellow circle with an exclamation point (!))

 If a device is disabled, it is flagged with a red circle and an?.

 A yellow question mark (?) indicates that the hardware is not functioning
properly because the system does not know which driver to install for the
hardware.
 ,,, Cont’d

Beep Codes

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 Each BIOS manufacturer has a unique beep sequence for hardware failures.
 BIOS is a program used by a computer to start the computer system after it is powered on.

 When troubleshooting, power on the computer and listen.

 As the system proceeds through the POST, most computers emit one beep to
indicate that the system is booting properly.
 Power On Self-Test (POST) is part of a computer’s startup program that is used to diagnose
the keyboard, the Random Access Memory (RAM), disk drives, and other hardware to
make sure they are working properly.

 If there is an error, you might hear multiple beeps.

 Document the beep code sequence, and research the code to determine the
specific hardware failure.
 ,,, Cont’d
 Diagnostic Tools
 There are many programs available that can help you troubleshoot hardware.
 Often, manufacturers of system HW provide diagnostic tools of their own.
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 For instance, a hard drive manufacturer might provide a tool that you can use to boot
the computer and diagnose why the hard drive does not boot Windows.
Step-2:- Establish a Theory of Probable Causes
 The second step in the troubleshooting process is to verify the obvious issues.

 Even though the customer is familiar about the problem, start with the obvious
issues before moving to more complex diagnoses.
 If the problem is not resolved when you verify the obvious issues, you will need to
continue with the troubleshooting process.
 Some of obvious problems are

 Loose external cable connections

 No-bootable disk in designated boot drive
 Incorrect boot order in BIOS
 Power switch for an outlet is turned off
 Surge protector is turned off
 Device is powered off
 ,,, Cont’d

Step-3:- Test the Theory to Determine an Exact Cause

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 The next step in the troubleshooting process is to try quick solutions first.

 If a quick solution does not resolve the problem, document your results and try
the next most likely solution.

 Continue this process until you have solved the problem

 Quick solutions include

 Check that all cables are connected to the proper locations

 Remove and reconnect cables

 Reboot the computer and network device

 Check computer for the latest operating system

 Login as a different user

 ,,, Cont’d

Step-4:- Establish a Plan of Action to Resolve the Problem and

Implement the solution
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 After you have determined the exact cause of the problem, establish a plan of
action to resolve the problem and implement the solution.

 Create a list of possible solutions and implement them one at a time.

 Some of the sources for solving a problems are:

- Problem solving experience - Manufacturer website

- Other technicians - Device manuals

- Internet search - Online forums

- Technical websites
 ,,, Cont’d

Step 5:- Verify Full System Functionality and, if Applicable,

Implement Preventive Measures
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 The troubleshooting process is not over until full system functionality is

confirmed.
 Verifying full system functionality confirms that you have solved the original
problem and ensures that you have not created another problem while repairing
the computer.
 Some of the activities to verify functionality of the system are:-
 Reboot the computer
 Ensure multiple applications work properly
 Verify network and internet connections
 Print a document from one applications
 Ensure all attached devices work properly
 Ensure no error message are received
 ,,, Cont’d

Step 6 – Document Findings, Actions, and Outcomes

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 Finish the troubleshooting process by closing with the customer.

 Communicate the problem and the solution to the customer.

 If possible, demonstrate how your solution has solved the problem.

 Document the entire process for future reference.

 The document should include the following information:

 The description of the problem

 The steps to resolve the problem

 The components used in the repair

 PC common problems and Solutions
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 Computer problems can be attributed to hardware, software, networks, or some
combination of the three.
 These are some common hardware problems:
 Storage Device:- Storage device problems are often related to
 Incorrect cable connections
 Incorrect drive and media formats
 Incorrect jumper
 Incorrect BIOS settings.
 If “ The computer does not recognize storage device”
 ,,, Cont’d

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 Motherboard and Internal Components - problems are often caused by

 Incorrect or loose cables
 Failed components
 Incorrect drivers
 Corrupted updates.
 Temperature can affect motherboards, CPUs, and hard drive.
 Plugging in cables while the computer is on, can cause the motherboard to short-
circuit.
 Longer boot time and incorrect system time can be caused by the CMOS battery.
 If “ The clock on the computer is no longer keeping the correct time or the
BIOS settings are changing when the computer is rebooted”
 ,,, Cont’d

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 Power Supply - Power problems are often caused by:

 Faulty power supply
 Loose connections
 Inadequate wattage.
 Smell of burning electronics.
 Unexpected shutdown.

 If “The computer will not turn on”

 ,,, Cont’d

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 CPU and Memory - Processor and memory problems are often caused by
 Faulty installations
 Incorrect BIOS settings
 Inadequate cooling and ventilation
 Compatibility issues.
 Adding RAM can improve performance problems.
 Be sure RAM is installed correctly and firmly seated.
 Improperly seated RAM can cause the PC to not boot.
 If “The computer will not boot or it locks up”
 ,,, Cont’d

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 Displays – Display problems are often caused by

 Incorrect settings

 Loose connections

 Incorrect or corrupted drivers.

 Video problems can be caused by setting in the BIOS.

 If “Display has power but no image on the screen”

Common Problems and Solutions for Software
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 Antivirus software is out of date or expired.

 Update or renew, then run a full virus scan.
 Scandisk
 A utility program that will check the hard disk drive for errors.
 Tries to fix “bad sector” problems on hard drive.

 May fix corrupted files.

 May fix file linking errors

 Disk Cleanup
 Internet browser software download pages and graphics to your hard drive
as you surf the Web.
 These files are stored in a cache or temporary directory for faster access to
the information.
 Hardware maintenance
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 Check the condition of cables, components, and peripherals.

 Clean components to reduce the likelihood of overheating.

 Repair or replace any components that show signs of

damage or excessive wear.

 ,,, Cont’d

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Use the following tasks as a guide to create a hardware maintenance

program:
 Remove dust from fan intakes.

 Remove dust from the power supply.

 Remove dust from components inside the computer.

 Clean the mouse and keyboard.

 Check and secure loose cables.

 Software Maintenance
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 Verify that installed software is current.

 Follow the policies of the organization when installing security updates,

operating system updates, and program updates.

Tasks listed as a guide to create a software maintenance:

 Review security updates and software updates.

 Review driver updates and Update virus definition files.

 Scan for viruses and spyware.

 Remove unwanted programs

 Scan hard drives for errors and Defragment hard drives.

 Guidelines of Troubleshooting Process
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 Explain the purpose of data protection.

 Identify the problem.

 Establish a theory of probable causes.

 Test the theory to determine an exact cause.

 Establish a plan of action to resolve the problem and implement the solution.

 Verify full system functionality, and if applicable, implement preventive measures.

 Document findings, actions, and outcomes.

 General Do’s and Don'ts
Do:
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 Always shut down your computer properly

 Do regular Scan disk to check the hard disk surface for damage

 Defragment the hard drive periodically

 Delete all files & programs you no longer need from your computer

 Use an anti-virus program to prevent a virus on you computer

 Back up data to floppy disks or zip disks to ensure you have a copy

 Use an anti-virus program to scan for viruses on a disk

 Do not try to erase and record information on a disk by write-protecting it

 Don't:
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 Do not eat around the computer

 Do not drink around the computer

 Do not use magnets around a computer

 Do not use magnets around a disk

 Do not separate the disk

 Do not remove the disk while it is in use

 Do not store in extremely hot or cold locations

 Do not spill liquids on the disk

 Job Roles of a Professional PC Support Technician
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 As a PC troubleshooter, you might have to solve a problem on your own PC

or for someone else.

 As a PC technician, you might fulfill several different job roles:

 PC support technician.

 PC service technician.

 Technical retail associate.

 Bench technician.

 Help-desk technician.
 PC support technician:
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 Works on site, closely interacting with users, and is responsible for

ongoing PC maintenance.

 The only one responsible for the PC before trouble occurs.

 Therefore, you are able to prepare for a problem by

 Performing routine preventive maintenance

 Keeping good records

 Making backups of important data (or teaching users how to do so).

 PC service technician:
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 Goes to a customer site in response to a service call and, if possible,

repairs the PC on site.

 Are usually not responsible for ongoing PC maintenance but usually

do interact with users.

 Other job titles might include

 Computer repair technician

 Field technician

 Field service technician.

 Technical retail associate:
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 Responsible for selling computers and related equipment are often

expected to have technical knowledge about the products they sell.

 Salespeople work in somewhat of a consulting role and are

expected to advise customers about:

 The best technology to meet their needs

 How to apply the technology

 May be even how to configure entire networks

 Interconnected applications and equipment.

 Bench technician:
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 Works in a lab environment, might not interact with users of the PCs being

repaired, and is not permanently responsible for them.

 Also apply to someone who repairs any type of electronic equipment.

 Probably don’t work at the site where the PC is kept. They might be able to
interview the user to get information about the problem, or they might simply
receive a PC to repair without being able to talk to the user.

 A bench technician who repairs computers rather than any type of electronic
equipment is sometimes called a depot technician.
 Help-desk technician:
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 Provides telephone or online support.

 Who do not have physical access to the PC, can interact with users over the
phone, by a chat session, or by remote control of the user’s computer and must
obviously use different tools and approaches than technicians who are at the PC.

 Other job titles in this category include:

 Remote support technician

 Service desk technician

 Call center technician.

 RECORD-KEEPING AND INFORMATION TOOLS
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 If you work for a service organization, it will probably have most of the tools
you need to do your job, including

 printed forms

 online record-keeping

 procedures, and manuals.

 In some cases, help-desk support personnel might have software to help

them do their jobs, such as programs that support the remote control of
customers’ PCs.
 WHAT CUSTOMERS WANT: BEYOND TECHNICAL KNOW-HOW
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Trait 1. A positive and helpful attitude.

Trait 2. Listening without interrupting your customer.
Trait 3. Proper and polite language.
Trait 4. Sensitivity to cultural differences.
Trait 5. Taking ownership of the problem.
Trait 6. Dependability and reliability.
Trait 7. Credibility.
Trait 8. Integrity and honesty.
Trait 9. Know the law with respect to your work.
Trait 10. Looking and behaving professionally.
54

SAFE LAB PROCEDURES AND MAINTENANCE

TOOLS
55

 Safety guidelines help to protect

 Individuals from accidents and injury
 Equipment from damage
 The environment from contamination by discarded materials.
 Stay alert to situations that could result in injury or damage to equipment.
 Warning signs are designed to alert you to danger.
 Always watch for these signs and take the appropriate action according to the
warning given.
 The workplace should have safety guidelines to follow to:
 Protect people from injury
 Protect equipment from damage
 Protect the environment from contamination
Purpose of safe working conditions and procedures
56
 Safe working conditions protect users from accident and injury.
 Proper procedures for handling computer components prevent equipment
damage and data from loss.
 Proper disposal of computer components protects the environment.
 Professional technicians follow proper safety procedures.
 Customers prefer to deal with responsible technicians.
 New staff and visitors must be informed of the appropriate safety procedures.
 Developing and using safe work practices is by far the best method for
preventing injuries in the workplace.
 Characteristics of a Safe Workplace
 Clean, organized, and properly lit workspace
 Proper procedures for handling equipment
 Proper disposal or recycling of components containing hazardous materials
 Safety guidelines
 ,,, Cont’d

57

 To best prevent injury, follow these simple rules at all times:

 Follow all national, industry, and workplace safety rules.

 Be alert and be awake. A tired worker can be a danger to one’s self and others.

 Training is essential when working with electricity, power tools, or any other
potentially hazardous equipment.
 Use safety equipment.

 Lift with the legs, not the back. Many back injuries are caused by people
bending over to lift a heavy object.
 The work place is never the place for drugs or alcohol.

 Always act professionally. Clowning around or playing practical jokes can

result in injury.
 Stay current on issues related to safety and health in the workplace.
 Safety procedures and Potential hazards for users and
technicians
 Safety in the lab and in the workplace is an important issue when working on
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computers and other electrical devices.
 General safety guidelines and fire safety guidelines protect the technician and the
equipment.
 General Safety Guidelines
 Follow the basic safety guidelines to prevent cuts, burns, electrical shock, and
damage to eyesight.
 As is best practice, make sure that a fire extinguisher and first-aid kit are
available in case of fire or injury.
 Poorly placed or unsecured cables usually cause tripping hazards in a network
installation.
 Cables should be installed in conduit or cable trays to prevent hazards to users.
Caution
 Power supplies and monitors contain very high voltage.
 Only experienced technicians should attempt to repair them.
 Make sure that the printer has had time to cool before making the repair.
 ,,, Cont’d

Here are some general safety guidelines

59

 Remove your watch or any other jewelry and secure loose clothing.
 Turn off the power and unplug equipment before opening the case and
performing service.
 Cover any sharp edges inside the computer case with tape.
 Never open a power supply or a monitor.
 Do not touch areas in printers that are hot or use high voltage.
 Know where the fire extinguisher is located and how to use it.
 Know where the first aid kit is located.
 Keep food and drinks out of your workspace.
 Keep your workspace clean and free of clutter.
 Bend your knees when lifting heavy objects to avoid back injury.
 ,,, Cont’d

Safety Procedures to Protect equipment from damage

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and data from loss

 Electrostatic discharge (ESD) is the rapid transfer of electric charge

from one object to another.

 ESD can be destructive to the electronics in a computer system.

 ESD, harsh climates, and poor-quality sources of electricity can cause

damage to computer equipment.

 Follow proper handling guidelines, be aware of environmental issues,

and use equipment that stabilizes power to prevent equipment damage
and data loss.
 ,,, Cont’d

ESD Protection Recommendations

61

 ESD can cause permanent damage to electrical components.

 ESD can be harmless to humans, but it can be devastating for sensitive
electronics.
 Follow these recommendations to help prevent ESD damage:
 Keep all components in antistatic bags until you are ready to install them.
 Use grounded mats on workbenches.
 Use grounded floor mats in work area floor.
 Use antistatic wrist straps when working on computers.
 Avoid working on carpeted areas if possible.
 Electromagnetic Interference (EMI)
62

 Electromagnetic interference (EMI) is the intrusion of outside

electromagnetic signals in a transmission media, such as copper cabling. In a
network environment, EMI distorts the signals so that the receiving devices
have difficulty interpreting them.

 EMI does not always come from expected sources, such as cellular phones.

 There are many sources of EMI:

 Any source designed to generate electromagnetic energy

 Man-made sources like power lines or motors

 Natural events such as electrical storms, or solar and interstellar radiations

 ,,, Cont’d
Power Fluctuation
 Computer circuits need voltage and current to operate electronic components.
 When the voltage in a computer is not accurate or steady, computer components
63
may not operate correctly.
 Unsteady voltages are called power fluctuations.
 The following types of AC power fluctuations can cause data loss or hardware
failure:
 Blackout – complete loss of AC power. A blown fuse, damaged transformer, or
downed power line can cause a blackout.
 Brownout – reduced voltage level of AC power that lasts for a period of time.
Brownouts occur when the power line voltage drops below 80% of the normal
voltage level. Overloading electrical circuits can cause a brownout.
 Noise – interference from generators and lightning. Noise results in unclean
power, which can cause errors in a computer system.
 Spike – sudden increase in voltage that lasts for a very short period and exceeds
100% of the normal voltage on a line.
 Power surge – dramatic increase in voltage above the normal flow of electrical
current. A power surge lasts for a few nanoseconds, or one-billionth of a second.
 ,,, Cont’d

64

 Use protection devices to protect the data and computer equipment from
power fluctuation:
 Surge Suppressor – helps protect against damage from surges and spikes. A
surge suppressor diverts extra electrical voltage on the line to the ground.
 Uninterruptible Power Supply (UPS) – supplies electrical power to a
computer or other device when electrical power problem exists. It is able to
supply a consistent quality of power when brownouts and blackouts occur.
 Standby Power Supply (SPS) –provides backup battery to supply power when
the incoming voltage drops below the normal level.

CAUTION: Never plug a printer into a UPS device. UPS manufacturers suggest
not plugging a printer into a UPS for fear of burning up the printer motor.
 Safety procedures to protect the environment from
65
contamination
 Computers and peripherals contain materials that can be harmful to the
environment.
 These materials can contain high concentrations of heavy metals such as
cadmium, lead, or mercury.
 Contact the local recycling or waste removal authorities in your community for
information about disposal procedures and services.
 Material Safety and Data Sheet (MSDS)
 It is a fact sheet that summarizes information about material identification
 To determine if a material is classified as hazardous, consult the manufacturer's
MSDS.
 The MSDS information included with products purchased for computer repairs
or maintenance can be relevant to computer technicians.
 ,,, Cont’d

66

 The MSDS contains valuable information such as:

 The name of the material
 The physical properties of the material
 Any hazardous ingredients contained in the material
 Reactivity data, such as fire and explosion data
 Procedures for spills or leaks
 Special precautions
 Health hazards
 Special protection requirements

 The MSDS is valuable for determining how to dispose of any potentially

hazardous materials in the safest manner.
 ,,, Cont’d

67
 Computers and other computing devices are eventually discarded because of
one of the following reasons:
 Parts or components begin to fail more frequently.
 The computer becomes obsolete/outdated.
 Newer models have improved features.

 Before discarding a computer or any of its components, it is crucial to consider safe

disposal of each separate component.
 Proper Disposal of Batteries: Batteries from portable computer systems may
contain lead, cadmium, lithium, alkaline manganese, and mercury.
 Proper Disposal of Monitors or CRTs : CRTs may contain up to 4 pounds (1.8
kg) of lead
 Proper Disposal of Toner Kits, Cartridges, and Developers: Used printer toner
kits and printer cartridges must be disposed of properly or recycled.
 Proper Disposal of Chemical Solvents and Aerosol Cans:- Contact the local
sanitation company to learn how and where to dispose of the chemicals and
solvents used to clean computers.
 Maintenance Tools
68
 For every job there is the right tool.
 Make sure that you are familiar with the correct use of each tool and that the right
tool is used for the current task.
 Skilled use of tools and software makes the job less difficult and ensures that tasks
are performed properly and safely.
 Software tools are also available that help diagnose problems. Use these tools to
determine which computer device is not functioning correctly.
 Hardware tools and their purpose
 The correct tools can save time and help you avoid damaging the equipment.
1) ESD Tools : Antistatic wrist strap and Antistatic mat
 ,,, Cont’d

69

2) Hand tools
Screwdrivers, Needle-nose pliers, Wire cutters, Flashlight etc
3) Cleaning Tools
Soft cloth, Compressed air can, Cable ties, Parts organizer
4) Diagnostic Tools
Digital multimeter, Loopback adapter

 Software tools and their purpose

 A technician must be able to use a range of software tools to help diagnose
problems, maintain hardware, and protect the data stored on a computer.
 You must be able to identify which software to use in different situations.
 ,,, Cont’d

70

 antistatic wrist strap: protects computer equipment when grounded to a

computer chassis.

 antistatic mat: protects computer equipment by preventing static electricity

from accumulating on the hardware or on the technician.

 Flat-head screwdriver(used to open screw): Used to tighten or loosen

slotted screws.

 Phillips-head screwdriver: Used to tighten or loosen cross-headed screws.

 Torx screwdriver: Used to tighten or loosen screws that have a star-like

depression on the top, a feature that is mainly found on laptops.
 ,,, Cont’d

71

 Hex driver: Used to tighten or loosen nuts in the same way that a
screwdriver tightens or loosens screws (sometimes called a nut driver).

 Needle-nose pliers: Used to hold small parts.

 Wire cutters: Used to strip and cut wires.

 Tweezers: Used to manipulate small parts.

 Part retriever: Used to retrieve parts from locations that are too small for
your hand to fit.
 ,,, Cont’d

72

 Flashlight: Used to light up areas that you cannot see well.

 Wire stripper: A wire stripper is used to remove the insulation from wire
so that it can be twisted to other wires or crimped to connectors to make a
cable.

 Crimper: Used to attach connectors to wires.

 Punch-down tool: Used to terminate wire into termination blocks. Some

cable connectors must be connected to cables using a punch down tool.
 ,,, Cont’d

73

 Soft cloth: Used to clean different computer components without

scratching or leaving debris.

 Compressed air: Used to blow away dust and debris from different
computer parts without touching the components.

 Cable ties: Used to bundle cables neatly inside and outside of a computer.

 Parts organizer: Used to hold screws, jumpers, fasteners, and other small
parts and prevents them from getting mixed together.
 ,,, Cont’d

74

 Multi meter: A device that measures AC/DC voltage, electric current, and
other cable and electrical characteristics.
 Power supply tester: A device that checks whether the computer power
supply is working properly.
 Cable tester: A device that checks for wiring shorts or faults, such as wires
connected to the wrong pin.
 Loopback plug: A device that connects to a computer, hub, switch, or
router port to perform a diagnostic procedure called a loopback test.
 ,,, Cont’d

75

 Disk Management Tools:

 help to detect and correct disk errors, prepare a disk for data storage, and remove
unwanted files.
 Fdisk : used to create and delete partitions on linux

 Format: Used to prepare a hard drive to store information

 Scandisk or Chkdsk: Used to check the integrity of files and folders

 Defrag: Used to optimize space on a hard drive

 Disk Cleanup: Used to clear space on a hard drive

 System File Checker (SFC) – used to scan the operating system critical files
and replaces any files that are corrupted
 Run cmd as administrator

 Type [Link] /Online /Cleanup-image /Restorehealth

 After the operation completed sucessfully

 Type sfc /scannow

 ,,, Cont’d
Protection Software Tools
76
 Viruses, spyware, and other types of malicious attacks infect computers.
 They can damage an operating system, application, and data.
 To protect data and the integrity of the operating system and hardware, you should
use software designed to guard against attacks and to clean out malicious programs.
 Examples of protection software tools:
 Windows Security Center: Allows you to check the status of essential security
settings on the computer.
 Antivirus software: Protects a computer against virus attacks
 Spyware remover: Protects against software that sends information about web
surfing habits to an attacker.
 Firewall: A program that runs continuously to protect against unauthorized
communications to and from your computer.
Organizational tools and their purpose
 Personal Reference Tools
 Include troubleshooting guides, manufacturer manuals, quick reference guides, and
77
a repair journal.
 Notes
 Journal
 History of repairs

 Internet Reference Tools

 Internet is an excellent source of information about specific hardware problems and
possible solutions.
 Examples of Internet reference tools include the following.
 Internet search engines
 News groups
 Manufacturer FAQs
 Online computer manuals
 Online forums and chat
 Technical websites
78 Questions?