Maintenance of

Computer Equipment
Basic

Ricardo Zendejas Huerta

Essential Knowledge Manual 1

 Index

Presentation 3
Justification 4
Purpose of the Module 6
Weighting Table 6
Development
Learning Notes
Learning Unit 1 7
Learning Outcome 1.1
Exercises RA 1.1 16
Activities RA 1.1 18
Resultado de Aprendizaje 1.2 20
Exercises RA 1.2 26
Activities RA 1.2 27
Learning Outcome 1.3 28
Exercises RA 1.3 34
Activities RA 1.3 35
Rubric 36
Learning Unit 2
Learning Outcome 2.1 38
Exercises RA 2.1 49
Activities RA 2.1 50
Learning Outcome 2.2 51
Exercises RA 2.2 54
Activities RA 2.2 55
Rubric 56
Learning Unit 3
Learning Outcome 3.1 58
Learning Outcome 3.2 60
Activities RA 3.2 63

Essential Knowledge Manual 2

 Rubric 64
Sources of Consultation 71

Glossary 76

Annexes 77

Essential Knowledge Manual 3

 Presentation
State Director

Essential Knowledge Manual 4

 Justification
(Introduction to the Module)

In the mid-1980s, it emerged in the world as a glimpse of the future

the possibility of interacting with new technologies where the
personal computers played the main role, that is, these devices
technological advancements were already in our reality suggesting a new way of
to do the jobs so far conventional. Creating a new
paradigm in the educational fields, meaning that the architect replaces the
restrainer for the use of computerized programs for editing
plans, the accountants would leave behind the use of tabular sheets to
replace them with programs capable of carrying out huge accounts
of some companies, designers in the industry would leave the
implementation in the background through the simulation of its new ideas
thus optimizing the economy and production processes.
However, the most significant transformation would take place in the
formation of new professions that would be able to create
new applications, new technological improvements, new content
educational, and above all new solutions to the technical problems that
these technologies require for their proper functioning.
For this reason, maintenance of the computing equipment plays a role
primordial for the new current production processes since our
modernity is overwhelmed by a great diversity of computing equipment
such as: personal and portable computers, tablets, smartphones, among others
others, along with the software and hardware applications that these
teams need to demand qualified technical staff capable of solving
cualquier problema tecnológicos que estos equipos demanden.
Conalep has taken on the responsibility of training technical professionals.
with the technical skills necessary to provide a solution to the
technical computing problems, how much demand there currently is
society. Here we offer you the Equipment Maintenance module
Basic Computing with the acronym or siglema MAPE-02, which hereinafter we
we will refer to the module by its acronym.

Essential Knowledge Manual 5

 Purpose of the Module

Keep the computer equipment operational with preventive or corrective actions.

focused on the basic hardware and software of the equipment, guiding them to identify
risk situations in the operation and to problem-solving in person or to
distance, considering the manufacturers' recommendations, the documentation
technique and the use of monitoring and diagnostic tools.

Essential Knowledge Manual 6

 Weighting Table.
The weighting table is the instrument that assigns value to each result of
learning from this module.
ACTIVITY ASPECTS
DD FOR % Weight % Weight
UNIT RA % Specific Weight
EVALUATION EVALUATE Achieved Accumulated
ON
C P A
1.1 Diagnosing potential failures
using monitoring commands and
interpreting error codes,
focused on the hardware and software of the
computer equipment.
Maintenance 1.2 Provide maintenance
estimate in hardware estimate for the team a
components through cleaning the a
hardware and components and adjustments to the equipment of
software of computation, considering the
team of manufacturers' recommendations.
computation.1.3 Perform preventive maintenance
the team’s software, through
cleaning of records, updates
1.3.1 ▲ ▲ ▲ 30%
system programs y
basic applications, considering the
manufacturer recommendations.
% WEIGHT FOR THE UNIT 30%
2.1 Fix hardware failures in the
computer equipment based on
preliminary diagnosis, to the interpretation
of the error codes and
2. Maintenance
considering the recommendations
corrective in from the manufacturer.
components
2.2 Fix software faults in the
hardware and
computer equipment based on
software of
prior diagnosis, using the
team of
diagnostic utilities,
computation. 2.2.2 ▲ ▲ ▲ 40 %
interpreting the error codes,
updating or reinstalling
programs based on the
manufacturer recommendations.
% WEIGHT PER UNIT 40 %
3.1 Provides technical support for
in person, considering the
3. Support manufacturer recommendations.
Technician. 3.2 Provides technical support to
distance, considering the 3.2.1 ▲ ▲ ▲ 30%
manufacturer's recommendations
% WEIGHT FOR THE UNIT 30%
TOTAL WEIGHT OF THE MODULE 100 %
Table#1, Weighting

The table shows that the Basic Computer Equipment Maintenance module with
siglemaMAPE-02 includes seven learning outcomes that will be evaluated with the
activities assigned to each learning outcome, along with their respective rubrics.

Manual of Essential Knowledge 7

 Development
MODULE: Basic Computer Equipment Maintenance
Correct potential problem situations in hardware and software.
PURPOSE OF THE UNIT: which could result in interruptions in the operation of the equipment if not
attended to, considering the manufacturers' recommendations.
Preventive maintenance on hardware and software components
LEARNING UNIT
computer equipment.
1.1 Diagnose potential failures using monitoring commands and
RESULTADO DE APRENDIZAJE: interpreting error codes, focused on the hardware and software of the equipment
of computing.
Think critically and reflectively
COMPETITION FOR
DEVELOP
5. Develop innovations and propose solutions to problems based on
established methods.

Learning Notes. (RA 1.1)

As a first step for computer equipment maintenance, it is necessary
determine the type of service that needs to be provided to the equipment, that is, we need to identify
the type of maintenance.
Definitions:
Maintenance is the set of actions aimed at preserving equipment in a way
that over time it remains in optimal functional condition, in addition to
to extend its lifespan, providing better performance to the equipment user.
Types of Maintenance:
Preventive: These are the actions taken on the equipment to prevent deterioration or avoid
that a discontent arises in them, it is considered that the team is functioning.

Corrective: This type of maintenance is performed only when the equipment presents a failure or
malfunction

Characteristics of Maintenance.
Type of Maintenance Features
It allows to ensure its operability for a longer time, the
Preventive Maintenance: the equipment is functioning.
➢ They are the actions performed on the teams. The activities are scheduled with the purpose of
to prevent deterioration or to avoid that it reduce failures and extend its lifespan.
produce a dissatisfaction in them. The activities are periodic based on a plan
established and not to a user request. Called
Planned Preventive Maintenance (PPM).
The equipment shows physical damage.
Corrective Maintenance: The equipment is not working
➢ This type of maintenance is performed only The team shows some failure in its performance.
when the team presents any failure or malfunction
operation.
Table #2, Maintenance Characteristics.

Essential Knowledge Manual 8

 To perform preventive maintenance on computers, it is usually
they apply the same actions or activities used in a wide variety of teams,
we can observe its description in table #3. Maintenance Activities
Estimate.
Preventive Maintenance Activities.
Both in terms of operation and safety, it
inspect: physical damage, missing parts,
Periodic inspection of the equipment
temperature suitable, functioning of
fans, cables, screws, absence of noises,
pollution (excess dust), agents
strange, poorly installed or loose elements.
Those that show wear or deterioration, even,
when they do not show signs of
Adjustment or replacement of parts breakdown. It can be the replacement of
supply of equipment such as the ink of a
printer or the oil of a lathe.
From the internal parts, of the fans and of
Cleaning. every part that by the action of the environment
impregnated with powder or oxide.
Of the axes, of the bronze horns which can
Lubrication. cause the locking of mobile mechanisms.
Of the axes, of the brass horns which can
Calibration. cause the jamming of mobile mechanisms.
Table#3, Preventive Maintenance Activities

It is understood by computer equipment, any technological implement capable of

process and store information. This implies that the team has at least
a certain amount of memory, hard disk for mass storage of information,
input and output devices (keyboard, mouse, monitor, printer, camera, modem,
etc.).
Currently, there is a wide variety of computerized devices, in table #4
the commonly used ones are shown, which you probably already know.

Computer Equipment
Personal Computer (PC)
Processors Laptop
Table’s
Of Impression Printers (Dot Matrix, Inkjet, Laser, Thermal)
Plotters, Printers in metal or other materials.
Optical Scanner, Barcode Reader. Webcams.
Of Energy Regulators, UPS.
Communication Devices Smartphone, Smart TV.
Table #4, Computer Equipment.

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 In every computing device, especially computers, maintenance is essential.
we can classify the preventive as follows: the physical, oriented towards the parts
that make up the team and the logic that is exclusively for the hosted applications
on the computer's hard drive.

Figure #1, Classification of preventive maintenance.

In figure #1 you can see how the maintenance of computer equipment is divided.
according to the characteristics of the team.

Materials and Tools for Maintenance Service.

For the maintenance service application for the computer equipment it is necessary
to have certain tools and materials that allow for the service to be performed.
Among the Tools, it is necessary:

Tools and Materials for Maintenance Service

Tools and Material Software Chemicals
Set Screwdrivers Manuales, Sistema Operativo. Solution Cleaner type
Electric Screwdriver. Foam.
Multímetro, Cautín, Soldadura, Pinzas Antivirus. Isopropyl Alcohol.
Cutting Plier, Needle-Nose Pliers.
Anti-static wrist strap, AC cables, lubricant handling programs.
Electric Energy, Internet Signal (Drivers)
Brush, Adhesive Tape Air Cleaner Discs for Cleaner for parts
Compressed. CD-ROM. electronics.
Compressor with moisture filter. Application Programs. Grease for printers.
Multi socket electrical extension.
Table #5, Tools and Materials.

It is also recommended to have a reserved space for the execution of the service.
(table or workbench).

Essential Knowledge Manual 10

 Service Strategy.
When receiving the computer equipment for preventive maintenance, it is always
It is advisable to have a service strategy, this relates to customer service.
Client, it is always good for the client to have the best impression of our work.
Upon receiving equipment for preventive maintenance, you must ensure that:
A) That it is functioning correctly
B) Conduct a physical inspection, assessing the condition of the equipment.

C) Check the status of the consumables (Printers).

D) Identify the team's data and proceed to generate the work order.

E) Specify the type of maintenance.

F) Program the team for the service.

G) Proceed to perform the service.

The inspection process is the first thing you should do upon receiving a
team and is divided into Physics and Electrical:

➢ Physical Inspection:
A) Inspect covers, looking for physical damage

B) Inspect button panels, damaged or missing keys

C) Inspect levers, rollers, knobs, that are not bent, burned, or broken.

D) Inspect port entries (USB, SERIAL, RJ45, PARALLEL, OTHERS).

E) Inspect power and interface cables.

F) Missing screws, covers, cartridges, toners, or ribbons.

G) Record any observations in the work order.

➢ Electrical Inspection.
A) Energize the team.

B) Identify in the equipment manual the procedure to perform the self-test of the equipment.
It is usually a combination of keys.
If you do not have the manual or do not know how to do the self-test, you will need to improvise practically.

D) If any problem is detected, inform the owner and record it in the work order.

E) Regularly, this is where the type of service that the equipment needs is determined.

Manual of Essential Knowledge 11

 Factors that affect the operation of equipment.
There are a whole series of factors that in one way or another affect the well
performance of the computer team, among these we can mention:
octopus
Recommendation: Periodically remove dust from inside the PC and
from the expansion cards. The period between cleanings is
approximately one year at home and 6 months in the office.
Although this depends on the location where the PC is installed. The
the place where dust accumulates the most is around the fans of the fountain
of feeding
b) Water and pollutants
Recommendation: Avoid liquid spills from the operator over the
keyboard, prevent corrosion, sweat, water, sulfuric acid, salt, leaks, etc.
c) Magnetic Fields
Recommendation: Avoid exposure to magnetic fields as
these cause permanent data loss on Hard Drives,
avoid all types of magnets and clip fasteners.
d) Heat
Recommendation: Avoid exposing the equipment to nearby sources of heat.
check that the power supply fan is properly installed, monitor the sensor
Given the existing temperature, it is sometimes necessary to install a fan.
extra in the source.
e) Electrical energy problems.
Recommendations: Check that the power supply has the switch.
of selecting voltage from 220Vac to 120Vac, this generates effects
strangers on the team, make sure the team contains a
voltage regulator that protects the equipment.

In general, it is important to raise awareness with the client about the importance of the service.
I continue to work with your team, as this tends to extend the lifespan of your equipment.

Essential Knowledge Manual 12

 Computer Equipment Diagnosis
The Diagnosis of the Computer Equipment consists of a thorough review of functionality.
of this and is performed when the equipment starts to show functional failures either in
permanent or intermittent form.
In the case of a permanent failure, all the hardware of the equipment must be reviewed.
to name all the parts that make up the computer equipment, trying to detect any
physical anomaly first and electrical subsequently.
Most of the time, the final decision involves changing some part of the equipment,
in the worst case the Hard Drive (HDD) or the Mainboard (motherboard). Another type
Failures are related to the software configuration (Applications), this requires the
installation of drivers or the reinstallation of conflicting applications, all this
It will be necessary to determine through the diagnosis.

Currently, there are several ways to perform a diagnosis on the computer equipment.
in the case of personal computers and any electronic equipment, for
manufacturing standard, include diagnostic programs within its
functional programming, to access those diagnostic programs it is necessary
have the manufacturer's manual where it specifies how to access these
diagnoses.
In the case of personal computers, when the device is turned on, it automatically
start a self-test, if it is positive the equipment will continue its functionality without any details,
Otherwise, it will emit a series of long and short tones, this sequence is coded.
In such a way that the sequence provides us with information about the origin and nature of the failure.

This self-test technique is known as POST (Power On Self Test), and it is

a standard that all computing equipment must contain at manufacturing, is that it should be truthful
you just have to recognize these codes and you will be able to diagnose very accurately the
nature of the failure.
There is also the technique of numerical diagnostic codes, this technique consists of
to place a test board specifically designed to be mounted on the bus of the
computer (Figure #2, Figure #3, Figure #4) in such a way that a program interprets
the audible codes and converts them to visible numeric codes on an indicator
seven-segment numeric display, which can be consulted in the manual of
manufacturer of the test board.

Figure #2 Figure #3 Figure #4

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 In the diagnostic process, knowing the sequence of audible tones allows us to diagnose with
precision, the origin of the failure. Table #6 shows the sequence of tones (beeps) and their relationship with
the failure. See Appendix #0 for further details.

Table #6, Diagnostic Tones.

The Computer and Its Parts.

Regularly when talking about maintenance whether preventive or corrective, in the
In most cases, we refer to personal computers, as they are
those that demand the most service. For this reason, we will describe each of the parts.
that make it up.
Given the great diversity of manufacturers and the variety of configurations they offer.
it has initially preserved a minimal configuration with which the
personal computers are assembled, meaning all the equipment contains:
➢ Power Supply (Power Supply, PS) It is regularly found integrated in the box.
➢ Case
➢ Motherboard
➢ Central Processing Unit (CPU or Microprocessor)
➢ Memory Modules (RAM)
➢ Hard Disk Drive (Large Scale Storage Unit)
➢ Keyboard, Mouse, Speakers, Microphone (Input and Output Devices)

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 ➢ CDROM or DVD drive.
➢ Monitor
It is worth mentioning that the current design mindset incorporates peripheral devices that previously
they were assembled as individual cards and are now integrated into the board
mother as is the case of:

➢ Video Card
➢ Audio Card
➢ Communications Card (MODEM)
➢ Network Interface Card (NIC)
➢ Keyboard Interface
However, the user will always be able to add a peripheral device to their computer, using
the expansion slots of the motherboard (Slots).

Figure #6, Parts of the PC.

Figure #6 shows the internal parts of the personal computer, in one of its
daily configurations. This configuration is known as Tower.
Pedagogical Resource #1.
For more information, you can check the following video with URL:
[Link]

Essential Knowledge Manual 15

 Figure #7, Parts of a Computer

Pedagogical Resource #2.

Get to know your PC from the inside: [Link]

Pedagogical Resource #3
Internal parts of the computer: [Link]

Essential Knowledge Manual 16

 Exercises and Activities
General Instructions.
Every exercise or activity that is submitted must include the following elements:
a) Identification Elements_1 (Use the header of the sheet to put the
name of the school, and acronym of the module. (See example.)

Conalep Tijuana #1 MAPE-02

b) Identification Elements_2 (Use the footer of the sheet to put the

last name and first name of the student, group, and teacher's name. (See example.)

Jalacables Culebro Juanito / 507 Mtro: Eng. R. Zendejas H.

c) In the upper left corner of the page, you should put the name of the
activity, or name of the exercise. And in the upper right corner, you should put
Act. #, followed by the Activity No. In case of being an exercise, you will put E#.
followed by the exercise number. See example:

Conalep Tijuana #1 MAPE-02

Questionnaire 1 Act. # 1

d) You will use the middle part of the sheet to develop your activity, you must
use Arial 12 in bold (For Titles), use Arial 10 for the development of
text.
e) You will be able to include images, drawings, tables, calculations, text, and if the copies of
You should include the reference after the conclusion at the end of.
activity.
f) Every Research Activity must include an introduction, a development and
a conclusion at the end.
g) All activities or exercises must be uploaded to the platform.

In case of not having a computer.

Note_1: You must do it by hand in your best handwriting, following the general instructions.
Note_2: For drawings and tables, a combined use of colors and geometric instruments is recommended.
Note_3: For the text you should use only black or blue pen, but not both in the same activity.
Note_4: Both activities and exercises must be compiled in a folder of evidence.
Note_5: Review Annex for the formation of the evidence folder.
Note_6: The folder of evidence will be delivered to the institution on the day and time indicated by the authorities.
Note_7: It is recommended to transcribe the exercises and activities on white sheets, following the instructions closely.
generalize and resolve what is indicated, to later attach to the evidence folder.

Essential Knowledge Manual 17

 Exercise #1: Timeline. RA 1.1
Instructions: Conduct research on the evolution of computers and build a timeline.
In time, the exercise should preferably be edited on a computer using various
colors, be clear and concise. Otherwise, follow the corresponding notes for the delivery of the exercise and
Activities without a computer. See Annex #1 for an example of a timeline.

Exercise #2: Column Association. RA 1.1

Instructions: Match the columns with the statement that fits the definition of the
presented terms
1.- Maintenance ( ) POST

2.- Preventive Maintenance ( ) This type of maintenance is performed only when the equipment
it presents some failure or malfunction.
3.- Corrective Maintenance ( ) Computer Equipment

4.- They are Activities of ( ) Numeric Diagnosis Codes.

Maintenance
5.- Technological implementation ( ) Physical and Logical.
capable of processing and storing
information
6.- Encoded sequence about ( ) It is the set of actions aimed at preserving equipment for
the origin and nature of the fault to remain in optimal functional condition
on the computer team.
7.- Classification of ( ) They are the actions taken by teams to prevent the
Preventive maintenance. deterioration or preventing a disagreement from occurring in them
8.- It consists of placing a ( )
test board as a technique Cleaning, Lubrication, Calibration.
of diagnosis.
9.- Failure in the Video Card. ( ) 1 long tone and 3 short ones
10.- Failure in EGA Card. ( ) {"1 tono largo y 2 cortos":"1 long tone and 2 short tones"}

Table #7, Column Relationship.

Exercise #3: Cleaning Elements. RA 1.1

Instructions: From the following list, identify the necessary items for cleaning your
personal computer, according to the following coding:

(P) Cleaning products (A) Areas Tools (N) Does not correspond to any

Cutting Pliers ( ) Cleansing Foam ( )

Estopa ( ) Set of Manual Screwdrivers ( )
Locking Pliers ( ) Hammer ( )
Lint-free cloths ( ) Smooth Surface Table ( )
Parakeet ( ) Magnifying lamp ( )
Electric Screwdriver ( ) Electrical contacts ( )
Dark Room ( ) Isopropyl Alcohol ( )
Cotton Swab ( ) Vacuum cleaner ( )
Compressed Air ( ) Welding, Adhesive Tape ( )
Antistatic Bracelet ( ) Brushes and Fine Bristle Brush. ( )
Soldering iron ( ) Grease for Printers ( )
Powder detergent ( ) CD Cleaners Disc. ( )
Table #8, Cleaning Elements.

Essential Knowledge Manual 18

 Activity #1: Questionnaire RA 1.1

Instructions: Answer the questions of the questionnaire correctly.

1.- Describe the Purpose of this module MAPE-02.

2.- Describe the concept of maintenance.

3.- Describe the types of maintenance for computer equipment.

4.- Menciona y Describe 4 de los factores que afectan el funcionamiento de un equipo de cómputo.

5.- Explain what the process of physical inspection of computer equipment consists of.

7.- Explain what the electrical inspection process of the computer equipment consists of.

8.- Mention the characteristics of corrective maintenance.

9.- Describe y explica tres de los factores que afectan el funcionamiento del equipo de cómputo.

10.- What is the function of diagnosis for the computer equipment.

11.- What does the POST diagnosis consist of?

12. - What does numerical diagnosis consist of?

13.- Name 5 parts of a computer.

14.- At the end of the POST, the computer beeps: 6 short beeps. What does it mean?

15.- Name given to the fundamental electronics of the computer equipment.

Evaluation activity #2: Map RA 1.1

Instructions: Conduct research on the constitution of a computer team and its parts, and
build a Conceptual Map with the information you have researched, the exercise must be
preferably edited on a computer using various colors, to be clear and concise. Of the
The opposite follows the corresponding notes for the submission of exercises and activities without a computer.

Definition

Conceptual Map: It is a visual representation that organizes your thoughts (ideas) around a
topic of interest. See Appendix #1 for an example of a conceptual map.

Pedagogical Resource #4:

Concept Mapal: What is a concept map?

Pedagogical Resource #5:

Timeline:[Link]
arrows_3690937.htm

Manual of Essential Knowledge 19

 Activity #3: Relationship of Parts. RA 1.1
Instructions: Identify the following parts of the CPU, assigning the corresponding name to each.
image in the table, in its corresponding section.

A) B) C)

D) E) F)

G) H) I)

J) H) L)
Table #9, Relationship of Parts

Evaluation
Value of the Signature (30%) Indicator (RA) Evidence Accumulated Weight
Act. #1 4%
1.3.1 1.1 Act. #2 3%
Act. #3 3%

Essential Knowledge Manual 20

 MODULE: Basic Computer Equipment Maintenance
Correct potential problem situations in hardware and software.
PURPOSE OF THE UNIT: which could translate into interruptions in the operation of the equipment if it were not for
attended to, considering the recommendations of the manufacturers.
1. Preventive maintenance on hardware and software components
LEARNING UNIT:
computing equipment.
1.2 Provides preventive maintenance to the hardware of the equipment through
LEARNING OUTCOME: from cleaning to the components and adjustments to the computer equipment,
considering the manufacturers' recommendations.
Think critically and reflectively
COMPETITION FOR
DEVELOP
5. Develop innovations and propose solutions to problems based on
established methods.

Learning Notes. (RA 1.2)

Definition

Hardware: It is the set of physical components that make up the computing equipment:
Case (Cabinet), CPU, Memory, Hard Drive (HDD), Keyboard, Mouse, Speakers, Monitor,
Power Supply, Cables, etc.
To initiate the preventive maintenance process for the computer equipment, you must
follow a whole process (Protocol) to ensure its functionality.
First, upon receiving the equipment, you must generate a work order, this is to
legal purposes, since most of the time we do not know the origin of
the computer equipment, with the work order, we gathered the client's information
como: Nombre, Dirección fiscal. Teléfono, correo electrónico.
Also in the same work order, data about the equipment is collected: brand, model,
serial number and the conditions under which it is received, it is important to conduct the inspection
visual in the presence of the client in case the team presents evidence of blows
scratches, missing parts, burned, broken, as well as loose screws and agents
pollutants, for which you must keep a written record in the observations of the
work order clarifying the initial conditions of the equipment.
It is also necessary to specify the type of service (Preventive or Corrective), whether it is urgent or
normal, once everything is done, then we proceed to carry out the electrical inspection,
to verify the functionality of the equipment. A copy of the order must be given to the client.
Pedagogical Resource #6:
Work Order:[Link]
maintenance/#

Essential Knowledge Manual 21

 of work, ensuring that the order has a document for legal aspects that
agree. In order to better clarify this process, observe the flowchart at
continuation:

Reception
of Team

Generation
of Order
of Work.

There are anomalies

physical

Inspection Si
Inform the client
Physics
(Register in Order of
Work

All good.

Inspection
Electric

Continue with the

review

Figura #8. Diagrama de Flujo.

Manual de Conocimientos Esenciales 22

 Let's assume that the client's team has no physical problems, and it has
It is determined that preventive maintenance will be carried out on the computer equipment.

Pasos para el Mantenimiento Preventivo al Equipo de Cómputo.

Remember that this is where you will apply what concerns the activities of
preventive maintenance: cleaning, lubrication, calibration. (Table #3).
Step 1: You must remove all types of energy that arrive at the equipment, then
You will remove the covers from the equipment; for this, you will use one of the cross screwdrivers.
remove each screw until you can take off the cover of the box and the internal parts of it
equipment remain exposed.

Image #5 shows the screw assembly in the part

back of the box that makes up the computer.
There are different types of boxes so that you
I recommend that before removing any screw
Observe first and think about what you are going to do.

In the case of image #5, when removing the screws

the entire cover of the equipment comes off, leaving
exposed all the parts of this. How did you take it off?
this is how you should put it again.

Image #5, Retrieved from:Disarming of the equipment

[Link]

In image #6, the lid has already been removed.

sideways, once the screws are removed you will be able to
observe from the side the
components of the equipment, as you will see
there is no reason to remove the components
team members.
In any case, you should always take care
the safety rules and regulations.
Annex #2

Image #6, Retrieved from:[Link]

Essential Knowledge Manual 23

 Step 2: Cleaning, with the help of a compressor or compressed air, vacuum cleaner, or brushes
According to what you have on hand, carefully apply air throughout the interior of the equipment.
or use the brush to gently clean the internal components of the equipment, trying
always avoid damaging any internal parts, if you use a vacuum cleaner, try not to touch the
components only remove dust and contaminants that you observe. Only in
in case it is very necessary or due to excessive contamination, you will remove the internal parts.
from the team, otherwise there is no reason to disassemble the computer equipment.

Image #7, Retrieved from: [Link]

In Image #7, the use of the vacuum cleaner can be observed as a tool, to
the cleaning activity of the case (CPU box), and its internal parts. It has to be
be careful not to touch the tip of the vacuum cleaner with the components. This is a very important task.
delicate since you could damage some component with the tip of the vacuum at
bring it too close to the components.
All dust must be removed from the equipment, clean the hard drive (HDD) area, the fan.
For the power supply, it is recommended to clean the power supply first and then the
the rest of the components, the storage units must be cleaned from the
same form, the compact disc readers (CD ROM, DVD, Blu Ray), The
connectors for the network cards, video, audio, keyboard, and mouse, you must ensure
to arrange the internal interconnection cables, you can use a Velcro strap, or a
plastic ties for binding, but you will not use common black tape, since
Due to the internal heat of the equipment, it detaches, becoming an agent.
contaminant, cases have been detected where the tape falls into the fan of the
CPU causing damage to its operation.

Essential Knowledge Manual 24

 Step_3: Closure, once the internal cleaning of the box (CPU) is completed, you will proceed to
put the covers back in their original position, you must close the box. Making sure first
to carry out a physical inspection to ensure that nothing is loose or out of place
place.
Keyboard Cleaning
Next, using the cleansing foam and following the instructions of the
manufacturer, clean the keyboard, mouse and other peripherals. Likewise, do not
You really need to disassemble the keyboard, you will only clean it, you can use a brush depending on
how dirty is the keyboard, and you will spray the foam on a clean cloth and with the cloth
You will gently clean the keyboard. As seen in Image #8 and #9.

Image #8, Cleaning of Keyboard Retrieved from:[Link]

computer-keyboard-few-minutes-72901

Image #9, Cleaning of Recovered Keyboard from: [Link]

Note: Under no circumstances should you spill liquids on the keyboard.

Essential Knowledge Manual 25

 Monitor Cleaning (Screen).
For cleaning the monitor, you will use the cleaning foam on the screen and
the covers where there are no slots for the foam to penetrate. This also includes the
cleaning the cable and the visual inspection of the connector. See figure #10 and #11.
Figure 10.

Keyboard Cleaning Recovered from: [Link]

Image #11, Keyboard Cleaning Retrieved from:[Link]

Note: Remember that during preventive maintenance, the equipment must be

disconnected.

Essential Knowledge Manual 26

 Exercise #4: Work Order. RA 1.2

Instructions: Design and build a work order format in Word or Excel that gathers all the
identification elements, necessary for both legal aspects and for their service in the workshop or
work area. If you do not have a computer, follow the corresponding notes to the
submission of exercises and activities without a computer. You can base it on the example of order of
work of Annex #3.

Exercise #5: Flowchart RA 1.2

Instructions: Build a Flowchart that shows the sequence for maintenance

estimate for a computer equipment, it is assumed that you already have the work order and that you just finished
finish the physical inspection. Use Word for drawing the flowchart as it has everything
type of figures to carry it out, you must add a brief explanation of the flowchart, remember
adhere to the general instructions for the development of exercises and activities.

In case you do not have a computer, follow the corresponding notes for the delivery of
exercise and activities without a computer.

Ejercicio #6: Relaciones las preguntas y respuestas. RA 1.2

Instructions: Relate the columns with the statement that fits the definition of the
terms presented
It is the set of physical components that
( ) They are parts of the Work Order.
make up the computing team
2. Document that formalizes the maintenance ["Remove covers","Cleaning","Closure"]
( )
estimate.
3. Case (Cabinet), CPU, Memory, Disk Maintenance Tools
["Hard Drive (HDD)","Keyboard","Mouse","Speakers"] ( ) quote.
Monitor, Power Supply, Cables
4. Brand, model, serial number and the Maintenance materials
conditions under which it is received.
( )
estimate.
Recommendation to start the
5. Steps of Preventive Maintenance. ( )
maintenance.
6. Screwdrivers, vacuum cleaner, brushes, rags, Elements of the Computer Equipment.
( )
compressor.
7. Isopropyl alcohol, Cleaning foam, Security measure for the
( )
cotton. Cotton swabs. preventive maintenance
8. Disconnect the electrical power ( ) Work Order.
9. Clean the fountain first and then the rest
( ) CDROM, DVD, BLUE RAY
of the components
10. They are storage units,
( ) Hardware.
laptops.

Activity #4: Preventive Maintenance on Hardware. RA 1.2

Essential Knowledge Manual 27

 Instructions: In this activity, you will produce a video where you will apply what you have learned.
the previous learning outcomes (LO). That is to say, you will put into practice the
preventive maintenance.
For this, you will obtain a desktop computer, preferably.
broken down and you will start the entire preventive maintenance process in it. If not
you have the equipment, try to get it from a relative or acquaintance, any way,
You will return it.

Recommendation: Set up a workspace at home where you won't disturb your

relatives, it can be outside the house at any table, you can use a screwdriver
from brushes and damp cloths with water or another cleaning liquid. If you have a vacuum cleaner
better.
Also, to certify this learning outcome, during the video, you must...
gather the following evidence:
At the beginning of the video, you will introduce yourself by giving your name, group, and
name of the subject and mention activity #4, do not forget to mention
the date.
b) At the beginning of the video, you will show your work order, made in the
Exercise #4, and you will explain each point of the work order.
c) The video should show the work area and the tools that
you will use for maintenance service.
You will produce a video with a camera or phone, where it shows the
preventive maintenance work.
e) During the video, you must identify each part of the equipment.
oral computation.
f) You will identify the steps of preventive maintenance: Remove
covers, cleaning, closure.
You must include the monitor and the keyboard, and mouse as part of the
maintenance.
h) At the end of the service, you will log out and say goodbye.
You will upload your video to the learning platform (Virtual Classroom).

Note: In case you do not have a computer, you must edit a detailed summary of the
process incorporating well-made drawings of each part of the equipment and identifying them
You will attach it to your evidence folder.
Evaluation
Value of the Rubric (30%) Indicator (RA) Evidence Accumulated Weight

1.3.1 1.2 Act. #4 10 %

MODULE: Basic Computer Equipment Maintenance

Manual de Conocimientos Esenciales 28

 Correct potential problem situations in hardware and software,
PURPOSE OF THE UNIT: which could translate into interruptions in the operation of the equipment if not
attended to, considering the manufacturers' recommendations.
1. Preventive maintenance on hardware and software components
LEARNING UNIT:
computer equipment.
1.3 Provides preventive maintenance to the equipment software through the
LEARNING OUTCOME: cleaning the components and adjustments to the computer equipment, considering the
recommendations from the manufacturers.
Think critically and reflectively
COMPETITION FOR
DEVELOP
5. Develop innovations and propose solutions to problems based on
established methods.

Learning Notes. (RA 1.3)

Definition

Software: The term Software refers to the set of programs and applications that
they are part of our computing team, although currently there are different
computing devices each of them differs in its type of software, there is
software for mobile devices such as: Smartphones (Smart phones), tablets,
laptop computers, video game consoles, simple robots, etc. However,
All these teams have something in common, all of them operate based on a system.
operational.
Operating System: A set of programs or commands that aim to
allow human-machine interaction, this means that these programs make it easier for you
the user's life of the team. They are intermediary programs that carry out management tasks
logical, arithmetic, and control between the processing unit and the user.
There are a large number of operating systems, but fundamentally there are two.
trends based on UNIX and those based on DOS, in our case the system
the most commonly used is DOS (DISK OPERATING SYSTEM), operating system of
disk, receives this name because in the beginning the first computers did not have drives
fixed storage (Hard Disk), and a flexible disk is used to load the system
operational and then load the applications that were used back then.
Currently, the computers already have a hard drive (unit of
mass storage), in which the operating system (windows10) is stored for
our current case. It is worth mentioning that the operating system is responsible for managing
the startup and configuration of the system, both hardware and software, this is how it is
hardware and software need to be configured for their proper functioning, this
The process used to be carried out manually, that is to say, by a specialized technician.

Manual of Essential Knowledge 29

 was responsible for making the hardware configurations and later those of the
software.
Previously, the hard drive had to be formatted, in fact, there were two formats, one physical.
and the other logical. In the logical format, a part of the hard drive space is reserved
(partition) for the installation of the operating system.
In these times, it is the operating system itself that carries out all these
operations, including the initialization of the hard drive.
It also has very advanced processes for configuration and recognition.
of hardware with a technology called (Plug and Play). This is very helpful already
that in most cases there is no need to have hardware drivers
and the software, as it was done before. This represents a significant time saving,
and a better response for our customers.

Definition

Preventive maintenance for software.

The process by which the software that has been installed is improved and optimized.
computer equipment, this maintenance is performed to prevent possible
problems that may arise as the computer is used.
Reasons for Software Maintenance:
a) Improvement and optimization of processes.
b) Optimization of hard disk space.
c) Deletion of temporary files.
d) Elimination of possible instability in the system.
e) Review and removal of viruses.
f) Improve the computer's performance.
g) Disk defragmentation.
Virus: Viruses are programs that reside in memory, that is, when you turn on the
computer, its code is loaded into memory in the same way that the system does
operational, resides all the time in memory and is ready to invade processes, to
those who are designed, causing serious discomfort for the user, in fact some
Sometimes the damage is very severe, and it will be necessary to reinitialize the hard drive (Format).
and reinstall all the applications again.
The purpose of these viruses is to damage our device or to annoy in some way.
There are thousands of types of computer viruses that one can be exposed to.
computers.

Manual of Essential Knowledge 30

 Steps for Software Maintenance.
At this point, you must ensure that the software installed on the equipment is operating.
Correctly, in case you detect any problem you must inform your client.
and decide what needs to be done.
Recommendation: It is not advisable for you to back up information, as
the functional state of the information is not accurately known, it is recommended that it be
the client who backs up their information, so any problems that arise will be
responsibility of the client and not of the technician, if at the client's request backup is requested,
this will be charged separately as it is not part of the software maintenance, and moreover
an additional process and special tools are needed for the realization of the
backup, and that there is no warranty on the integrity of the backed-up information.
Recommendation: Before proceeding, you must have the equipment fully assembled.
(CPU, Keyboard, Mouse, and Monitor), and with the cable connected to the electrical power (CPU
and the monitor), here you will conduct dynamic tests, that is, with energy.

Step_0:
General review for virus detection and removal on the hard drive of the device.
Note: Remember that you will need to get an antivirus in order to do the
service. In some cases, the customer brings it installed on the equipment.

Paso_1:
Make sure that the software is working correctly before starting the
maintenance.
Step_2:
Deletion of temporary files from the computer, each process carried out by
the team dumps trash in the form of a temporary file, these files have a
extension with TMP ending, and they can be located in the Windows directory
inside the temp folder, the operating system stores these at this location
temporary files, these files should be deleted as they only take up space
on the hard drive and have the effect of slowing down the execution processes of applications,
for that reason they must be eliminated.

Step 3:
Disk space release involves freeing up space and redistributing it
information on the disk in such a way through a process of relocation of the
information, the space is optimized. To do this you need to position the mouse in
In the local disk, right-click the mouse button, a menu will appear and you will select
the properties option. A window will appear and you will select the General option
and you will select the option to Free up space you will follow the instructions guided by the
menus.

Manual of Essential Knowledge 31

 Step 4:
Empty the recycle bin, this option is an icon that you can usually find.
find on your computer desktop, select Recycle Bin, it
will open a window and select empty recycle bin, automatically the
computer will start deleting all the documents found in the tray
for recycling, once the operation is finished return to the desktop.
Paso_5:
Error checking, through this option we can perform a review.
complete hard drive scan for errors or damaged sectors on the disk. Upon detection
Some will be marked so that they are not written on and the information cannot be damaged.

To access this option, we go to Alexplorador and select the local disk.

we select the properties option from the menu window we select that
it appears we select the tools option and from the options that appear
You will select it. The rest will be managed through menus.
Step_6:
Disk defragmentation. Defragmentation of a hard drive is the
process by which the disk files are reorganized, allowing access
del sistema operativo a los mismos sea más rápido. Durante el proceso de
defragmentation, the fragments of a file are copied into memory
delcomputerand then they move to a free spot on the disk with the intention of
group them." Retrieved from: [Link]
defragment-the-disk-371584541447
To start the defragmentation, you must position the mouse on the local disk and press.
right-click, select properties, a menu will open and you will select the option
You will optimize the process through management tools and selection.
of menus.
Once you have completed this 6-step process, you will have finished the maintenance on
team software.

Essential Knowledge Manual 32

 Figure
Flowchart for Preventive Software Maintenance.

Detection and
Step_0:
Virus elimination

Assurance
Paso_1: Functional of the
Software

Step 2: Removal of
Temporary Files

Space release
Step_3:
on hard drive

Paso_4: Empty trash from

recycling

Verification of
Step 5:
Errors

Step 6: Defragmentation of
Hard Drive

Note: Preventive maintenance for software is recommended to be applied.

strictly in this order, indicated by each of the steps.

Essential Knowledge Manual 33

 Final review of preventive maintenance.
As a final point, once preventive maintenance on the hardware (RA 1.2) has been carried out
and to the Software (RA 1.3), you will proceed to carry out a general review via software, look for
You will find the CCLEANER program on the Internet and download it, preferably the version.
portable, you will install this program on the computer and run it, this
the program contains several diagnostic routines for all the hardware of the equipment, choose
conduct a complete test and once the test is completed, print the final report of
prueba que genera el programa, este reporte será tu evidencia y se la darás al cliente
when you pick up your equipment.

Resources for Both Types of Maintenance (Hardware and Software).

Pedagogical Resource #7:
CCLEANER PORTABLE:[Link]

Pedagogical Resource #8:

How to apply Preventive Maintenance to softwareare:The content of the video cannot be directly translated as it requires context or spoken dialogue, which is not provided here.

Pedagogical Resource #9:

Preventive maintenance of PC hardware:[Link]

Pedagogical Resource #10:

How to Clean the PC Inside / goodbye DUST / :[Link]

Pedagogical Resource #11:

How to delete temporary files from the PC:[Link]

Pedagogical Resource #12:

Basic tools for repairing computers: [Link]

Note: In case you do not have a computer, you must edit a detailed summary of the
process incorporating well-made drawings of each part of the equipment and identifying them
you will attach it to your evidence folder.

Note: Try to always have white sheets, colors, and a geometric set on hand.
so you are always ready to carry out your activities.

Essential Knowledge Manual 34

 Exercise #7: Conceptual Map of Software Maintenance. RA 1.3

Instructions: using the reading on software maintenance and complementing it with the
Research, build a conceptual map related to software maintenance, the exercise.
It should preferably be edited on a computer using various colors, and be clear and concise.
Otherwise, follow the corresponding notes for the delivery of exercise and activities without
computer. See Appendix #1 for an example of the timeline.

Exercise #8: Timeline of Operating Systems. RA 1.3

Instructions: Conduct research on the evolution of operating systems and build a

timeline, the exercise should preferably be edited on a computer using various
colors, be clear and concise. Otherwise, follow the corresponding notes for the delivery of exercise and
activities without computer. See Appendix #1 for an example of a timeline.

Exercise #9: Relationship table. RA 1.3

Instructions: Match the columns with the statement that fits the definition of the
presented terms
Technology for the recognition
( ) Software
automatic hardware
2. Set of programs or commands that
Reasons for Maintenance of
their purpose is to allow interaction ( )
Software
machine man
3. Process by which it is improved and optimized
software that has been installed on the device ( ) Virus
of computing
4. Set of programs and applications that Its purpose is to cause harm to
( )
they are part of our computing team team software.
5. Review and removal of viruses,
( ) Step 6
Disk defragmentation.
6. They are resident programs in memory ( ) Preventive Software Maintenance
7. Virus ( ) Operating System
8. Disk defragmentation ( ) Plug and Play
Step_2 ( ) Step 5
10. Error checking ( ) Deletion of Temporary Files

Essential Knowledge Manual 35

 Activity #5: Preventive Maintenance to Software RA 1.3

Instructions: In this activity, you will produce a video where you will apply what you have learned.
the previous learning outcomes (LO). That is to say, you will put into practice the
preventive maintenance for Software.
For this, you will need to get a desktop computer, preferably functioning.
and you will start in it, the whole process of preventive maintenance of the software. If you don't have
the team tries to get it through a relative or acquaintance, in any case, it
you will return.
Recommendation: Set up a workspace in your home where you won't disturb your
relatives, it can be outside the house at any table, you can use a
cross screwdriver, brushes and wet rags with water or another cleaning liquid. Yes
you have a better vacuum cleaner.

Also, to validate this learning outcome, during the video, you must
gather the following evidence:
a) At the beginning of the video, you will introduce yourself by stating your name, group, and
name of the subject and mention activity #5, don't forget to mention
the date.
b) At the beginning of the video, you will give a brief description explaining each
service point.
c) The video should show the workspace and the tools that
you will use for the maintenance service.
d) Producirás un video con una cámara o teléfono, donde se muestre la
preventive maintenance work on the software.
e) During the video, you must identify each part of the process (Steps) of
oral form.
f) You will identify the steps of preventive maintenance for the software: Each
one of the steps
At the end of the service, you will log out and say goodbye.
You will upload your video to the learning platform (Virtual Classroom).

Note: In case you do not have a computer, you must edit a detailed summary of the
process incorporating well-made drawings of each part of the equipment and identifying them
You will attach it to your evidence folder.
Evaluation
Value of the Rubric (30%) Indicator (RA) Evidence Accumulated Weight

1.3.1 1.3 Act. #5 10%

Essential Knowledge Manual 36

 At this point, you complete your first full rubric, in which you will be assigned the evaluation.
corresponding to your performance shown with your: Exercises, Activities, Practices and
your evidence folder.
Therefore, you must submit:
Exercises.
a) Ejercicio #1: Línea de Tiempo. (RA 1.1)
b) Exercise #2: Column Relationship (RA 1.1)
c) Exercise #3: Cleaning Elements. (RA 1.1)
d) Exercise #4: Work Order. (RA 1.2)
e) Exercise #5: Flow Diagram. (RA 1.2)
f) Exercise #6: Match the questions and answers. (RA 1.2)
g) Exercise #7: Conceptual Map of Software Maintenance. (RA 1.3)
h) Exercise #8: Timeline of Operating Systems. (RA 1.3)
i) Exercise #9: Relationship table. (RA 1.3)

Activities.
a) Activity #1: Questionnaire (RA 1.1)
b) Activity #2: Map (RA 1.1)
c) Activity #3: Relationship of Parts (RA 1.1)
d) Activity #4: Preventive Maintenance on Hardware. (RA 1.2)
e) Activity #5: Preventive Maintenance on Software. (RA 1.3)

Rubric or Evaluation Criteria

Name Maintenance to Name of the
Siglema: del team of student
basic computing.
module:
Teacher Group: Date:
Ing. R. Zendejas H.
Evaluator:
Result of 1.3 Provides maintenance Activity of 1.3.1 Clean the components,
learning hardware quote for the team evaluation check connection cables,
through the cleaning to the identify the mounting method and
components and adjustments to the equipment normal operating values of the
of computing, considering the components.
recommendations of the
manufacturers.
CRITERIA
INDICATORS %
Excellent Sufficient Insufficient
Vacuum the easily accessible areas, Aspire the easy areas Omit some of the
before proceeding a the access, before proceeding to following actividades:
disconnection and disassembly of the disconnection and dismantling Vacuum the easy areas
components. of components. access, before proceeding to
Identify the way they are. Identify the way in which the disconnection y
conectados los componentes, they are connected to the disassembly of
Cleaning of components and Before disconnecting them, to components, before of components. Identify the
20
contacts carry out the cleaning (supporting) disconnect them, to carry out shape in what they are
with photographs). the cleaning (is supported by connected the
Use cleaning techniques. photographs). components, before
direct and indirect (application) Use the techniques to disconnect them. for
cleaner preview on a cloth, direct and indirect cleaning carry out the cleaning (supported
so that this is carried out (previous application of the in photographs). Use the
cleaning of the component). cleaner on a cloth, for

Manual of Essential Knowledge 37

 Disconnect cables and connectors that this is carried out direct cleaning techniques
cleaning of the component). the indirect (application
Identify the type of device Identify the type of device Omite alguna de the
Keyboard cleaning, font what is going to be cleaned. what is going to clean. following activities:
power, hard drive Identify the interface of Identify the interface of Identify the type of
disk reader units device a clean: DIN, device to clean: DIN, device that is going to clean.
motherboard and memory. MiniDIN, USB or wireless MiniDIN, USB or wireless Identify the interface of the
20
as the case may be. as the case may be. device to clean: DIN,
Face the difficulties that arise MiniDIN, USB or wireless
they present it to him and he is aware of as the case may be.
its values, strengths y
weaknesses.
Identify the next Identify the next Skip any of the
Preventive maintenance to files: [Link]; [Link]; files: [Link]; [Link]; next actividades:
Windows registry. [Link]; [Link], describe [Link]; [Link], describe Identify the following
its function and the process of its function and the process of archivos: [Link]; [Link];
maintenance. maintenance. [Link]; [Link]
Clean the Windows registry Clean the Windows registry describe its function and the
of invalid or unhelpful keys. of invalid or unhelpful keys. maintenance process.
Download and install the utility Download and install the utility Clear the registry of
RegCleaner RegCleaner. Invalid keys on Windows
30
Cleaning and configuration of the Cleaning and configuration of the or not useful. Download and
Windows startup Windows startup. install the utility
Identify websites with Identify websites with RegCleaner. Perform the
utilities of cleaning y cleaning tools y cleaning and configuration of
maintenance. maintenance. Windows startup.
Update the manual Update the manual for Identifying websites
maintenance that is in maintenance that is in with cleaning supplies and
manufacturing process. manufacturing process.
Articulates knowledge from various
Defragment the registry of Defragment the registry of Omit some of the
Windows, remove the spyware, Windows, remove the spyware, next actividades:
delete the history, files delete the history, files Defragment the registry of
garbage and temporaries, identify garbage y temporary, Windows to eliminate the
restore points, create a identify points of spyware, delete history
restore point, scan restoration, create a point files garbage y
Windows of restoration, scan temporaries, identify
Identify weaknesses in the Windows. restoration points,
security, create disk of Identify weaknesses in the create a point of
start and back up files and security, prepare disk of restoration y scan
settings, boot and backup Identify files Windows.
General maintenance, to the
Identify drivers in and configurations. weaknesses in security
drivers and the software of
state of error and corrects them, Identify controllers in create a boot disk and
security. 30
updates antivirus, firewall, error status and corrects them, backup files y
antispyware e identifies the current antivirus, firewall, settings. Identify
operational state of the software antispyware and identify it controllers in state of
of communications y of the state operational of the error and corrects it, update
application software. communication software and antivirus firewall
Update the manual of the application software. antispyware and identify it
maintenance started Update the status manual operational of
Adopt a constructive attitude, maintenance started. communication software
consistent with the and application software.
knowledge and skills with Update the manual of
those who count, to carry out the maintenance started.
maintenance inside of
different teams

Essential Knowledge Manual 38

 Development
MODULE: Basic Computer Equipment Maintenance
Correct the potential problem situations in hardware and software.
PURPOSE OF THE UNIT: which could result in interruptions in the operation of the equipment if not
attended, considering the manufacturers' recommendations.
2. Corrective maintenance on hardware and software components.
LEARNING UNIT:
computer equipment.
2.1 Correct hardware failures in the computer equipment based on the
LEARNING OUTCOME: prior diagnosis, to the interpretation of error codes and considering
the manufacturer's recommendations.
Think critically and reflectively
COMPETITION FOR
DEVELOP
5. Develop innovations and propose solutions to problems based on
established methods.

Notas de Aprendizaje. (RA 2.1)

Definition

Correcting hardware faults requires deep knowledge of electronics.

computer, this learning unit does not aim for you to learn electronics,
but you should at least have basic knowledge of some circuits
semiconductors, and the function of each of the boards that make up the equipment of
computation.
Generally, when a problem is detected in the hardware, the equipment does not work and
The damaged plate is being replaced. That plate is not repaired due to its cost.
it is too low and it is more convenient to replace it, so the strategy of
Hardware correction boils down to a good diagnostic strategy.
However, at times you will be forced to make some repairs like the
connectors of the monitors, the connectors of the keyboard or mouse, what usually fails
but it is the power supply and the RAM. Fortunately, they are easy parts
easy to exchange and easy to obtain.
Among the most common tools are the soldering iron and the screwdriver, for desoldering.
Some pieces, however, require quite a bit of experience to avoid damage and to use.
some materials like activated flux, 60/40 solder, and an extractor for removal
of the component to be changed.

If you have no experience, it's better not to even try because you will definitely damage the motherboard.
of the equipment and this is generally the most expensive part of the equipment. Next,
The figure shows the fundamental elements of the computer equipment.

Manual of Essential Knowledge 39

 Figure

Elements of the computing equipment

Internal PC Components at the Motherboard Level

Element Example Comentarios
Microprocessor, device in
CPU 486DX, 486SX, Pentium, 68000 loaded to carry out the operations
logical, arithmetic, and control.
Set of parallel paths by
Bus ISA, VLB, PCI. Of 8, 16 or 32.
BUS where information flows in form
Bits
of Bits.
EPROM memory, where it
stores low-level software
BIOS IBM, AMI, INTEL, COMPAQ, HP. what allows to pull out the
team operations.
BIOS (Basic Input/Output System)
System speed is measured
CPU speed 1 GHz, 3 GHz. according to its operating frequency
in Hertz.
Board in charge of the operations
the video on the team, can be different
Video Card CGA, EGA, MDA, VGA
capabilities in its resolution and
quality of presenting the image.
Assigned communication port
Parallel Port Bidirectional usually a the printer
currently discontinued.
Random access memory,
regularly used for the
RAM memory SIMM, DIMM
temporal processing of the
Extended or expanded information.
Device manager del
Sound Card 8 or 1 Bit MIDI, Wave table.
audio processing.
NIC 8, 16 Bits. Ethernet, Token Device in charge of the
Network Card
Ring. communication via modems
Electronic device that allows
Hard Disk Interface IDE, SCSI, ESDI the communication between the hard drive
and the processor.
Expansion slots, the larger
Slots 3...8
better
DMA 4...8 Direct Memory Address.
IRQ 8 or 16 Interruptions
Keyboard XT, AT Includes Chip controller.
Serial Port USB Communication Port
Device that supplies power to
Power Source AT
the elements of the System.
CDROM, DVD, Blue Ray Elements for storage
Storage Units
Portable units mass information.
Main plate that incorporates
Motherboard Great diversity of models
integrated cards, CPU base,

Below are the most relevant and commonly used technical characteristics in
technical environments.

Essential Knowledge Manual 40

 The Central Processing Unit (CPU).

It is the chip that executes the instructions of the programs. It is the heart of the PC.
The CPU determines the computer's capacity.

Essential characteristics of the CPU:

Speed: number of microinstructions performed per second (Mhz).

Microcode efficiency: number of clock cycles reversed in each
operation.
Record size: number of bits it can operate with in a
instruction.
Data input size: number of bits that can be read from the bus in
an operation.
- Numeric coprocessor: some CPUs can perform operations in
floating point directly.
Number of instruction pipelines: number of instructions that
can be carried out simultaneously.
Internal cache: high-speed RAM within the CPU.
Addressable memory: Size of the RAM that can be addressed with
the CPU (MB).

Memory architectures:

Memory is used to store data and programs, and it is a great support in the
execution of processes, there are different presentations, but we can
technologically classify them into two types:

Dynamic RAM (DRAM): simpler, cheaper, and slower

Static RAM (SRAM): more complex, expensive, and fast

Designing all SRAM type RAM would be good (it could be accessed to the
CPU speed) but it would be very expensive.

•Solution: Massive DRAM type RAM. A small part of SRAM type.

(cache). Some CPUs include cache: internal cache or L1. Sometimes they are placed
cache chips on motherboards (64 - 512 KB of external SRAM or L2):

486 8 KB L1
486DX4: 16 KB L1
Pentium: 16 KB L1 (8+8, no write-back, busq./pred.)
•P6: 16 KB L1 + 256 KB L2
External cache chips. 64 - 512 KB L2

Essential Knowledge Manual 41

 In the first computers it is simple:
RAM (Random Access Memory).
ROM (Read Only Memory).
First computers: 1K, 4K, ... 48K, 64K ...
First PCs (8088 / 8086) 640 KB of RAM.
Now it is more complicated: conventional memory, extended memory, memory
expanded or LIM. Cause:
Lack of planning (it was thought that 640 KB would be more than enough).
"Need" to maintain compatibility.
Memory in computers:
Main memory (RAM).
volatile.
small amount (typically 2% - 4% of HD capacity).
fast (response in some ns).
Secondary memory (HD):
non-volatile.
greater amount than RAM (800 MB / 16 MB).
slow (response times about 100-1000 times higher).
Where is the RAM?
➢ In chips (rows of chips on the motherboard).
➢ In SIMM modules (of 30 or 72 pins) (Single In-line Memory Module).
➢ On memory cards.

Warning: When the memory fails, the machine does not turn on.

Figure

RAM Memory Modules, Retrieved from:[Link]

Essential Knowledge Manual 42

 The PC Bus.
The BUS is a set of parallel electric pathways through which flow the
information, whether it is data, addressing, or control, you can normally
visualize them in the slots or expansion slots of the PC. These vary according to
manufacturer and its technical design.

Altair bus (back-plane).

Bus Apple.
•PC (1981). Expansion slots (from 0 to 10): PC Bus.
62 lines:
8 of data
20+20 address lines (1MB) (Memory and I/O devices)
•2 control (Mem-I/O and read-write)
•4 power supply (+5, -5, +12, GND)
•3 control (reset, clock, and memory refresh)
3 for IRQ interruptions (IRQ0 .... IRQ7)
•2 for DMA channels (DMA0 .... DMA3)

The ISA Bus.

•8-bit PC bus. When the 80286 appeared, the 16-bit ISA bus emerged.
The ISA bus is an upgrade of the PC bus, compatible with it. It maintains the
62-pin connector and add a 36-pin one (98 lines in total):
➢ 8 additional bits of data (up to 16)

➢ 12+12 address bits (reaching 32+32: addresses 4GB)

➢ 1 bit for IRQ (reaching 16 IRQs)

➢ 1 bit for DMA (up to 8 channels)

➢ 2 control bits

In a 16-bit slot, you can place an 8-bit card or a 16-bit card.

Slots of 8 bits are also left
ISA bus speed:
➢ PC bus at 4.77 MHz; clones at 7.16 MHz.

➢ ISA bus at 6 MHz; then at 8 MHz.

➢ In 1985, Compaq released an AT clone (Deskpro 286/12) with a 12 MHz CPU.

It keeps the ISA bus at 8 MHz (to maintain compatibility with cards). The circuits
from the board at 12 MHz; the bus at 8 MHz.

➢ All later versions of plates (12, 16, 20, 25... MHz) have maintained the bus
ISA at 8 MHz.

Essential Knowledge Manual 43

 ➢ Ventajas: compatibilidad. Inconvenientes: tarjetas en las que interesa transferencia
data speed (memory expansions, video cards).

Local Bus
In 1986, the 80386DX 16 MHz with 32 bits of data emerges: New needs
on the bus.
It is advisable to keep the ISA bus to be able to use hardware. It is necessary a
new bus to take advantage of the features of the 386.
Compaq developed boards with a special bus for memory. Intel another.
Micronics another.

Everyone with 32 bits of data + 32 bits of addresses and board speeds

base (16, 20, 25, 33 MHz). But incompatible with each other.

Private bus or local bus.

Buses MCA (Micro Channel Architecture)

In 1987, IBM released the PS/2 computers with the new MCA bus to solve
the limitations of the ISA bus.
MCA Characteristics:
Less noisy than the ISA.
Improved speed: 10 MHz (instead of 8 MHz).
Data buses of 16, 32, and 64 bits.
•Software configuration of cards (neither jumpers nor DIP switches).
Cards can share interrupts (used rarely).
Bus mastering (transfer between cards without CPU).
Incompatible with ISA.
(Incorporated in PS/2 models with 386 at 50 and 80 MHz).

EISA Bus (Extended ISA).

The MCA bus is interesting, but IBM did not make the technical specifications public.

•WATCH-ZONE (Wyse, AST, Tandy, Compaq, Hewlett-Packard, Zenith, Olivetti,

NEC and Epson join forces to develop a competitor to MCA. EISA (1989):

Essential Knowledge Manual 44

 ➢ Compatible with ISA and less noisy.

➢ 32 bits of data + 32 of addresses.

➢ 64 I/O addresses.

➢ Software configuration (without jumpers or DIP switches).

➢ 8 MHz (slower than MCA).

➢ There are no additional IRQs or DMAs.

➢ Bus mastering.

VESA Local Bus (VLB).

Need for a fast and standard local bus for memory expansions,
video cards, SCSI cards, etc.
•VESA (Video Electronics Standard Association). VLB. A standard local bus.
suitable for video cards.
It is a quick 32-bit version of the ISA.
Lacks the advantages of MCA and EISA (software configuration and bus)
mastering).

PCI Bus (Peripheral Component Interconnect).

High-performance local bus developed by Intel.
High speed (33 or 66 MHz).
Bus mastering.
-Software configuration: plug-and-play (1992). (IRQs, DMAs).
All elements (including the CPU) connected through a buffer.
It is independent of the microprocessor. It is also used in computers.
no PC compatibles (Macintosh, DEC Alpha, etc.).
–64 data lines (compatible with 32):
•132, 264, 528 MB/seg.
Compatible with ISA and EISA. Different connectors. On PCI boards.
ISA-EISA connectors are usually used.

Essential Knowledge Manual 45

 Power Supply
The power supply or energy source. It is the fundamental part of the PC (Personal Computer), without
The computer just doesn't work (It doesn't turn on). The ATX power supply is a
device that is mounted internally in the computer case and is responsible
basically transforming the alternating current from the line into direct current, which
is used by the electronic and electrical circuits of the computer. Others of its
The function is to supply the amount of current and voltage that the circuits require.
for its operation, as well as to protect them from variations in line voltage
The power supplies provide +12V, -12V, +5, +3.3V, the voltages of +12V and -12V are
used for the feeding of servomechanisms, and motors whether from the hard drive or
from the CD drive controllers, the +5V and +3.3V voltages power the circuitry in
general according to its type of technology. It is worth mentioning that the power supply
it is one of the elements that fails the most in the PC, in most cases it fails due to some
overvoltage in the power line, in others due to some overload of elements
that the client adds to their PC, these sources are limited in terms of their transmission
of power, so if you add an additional hard drive to the PC, and an extra DVD, and some
high-performance cards for video games, what you do is load more from the power supply
nutrition, sooner or later it will fail you, so if you add more elements
You also need to add a higher wattage power supply to the PC.

Note: If you do not have knowledge of electronics, do not open the power supply or
If you try to fix it, you could receive a strong electric shock.

Figure

Power source, Retrieved from: [Link]

Essential Knowledge Manual 46

 Figure

Source Connector, Retrieved from: [Link]

Figure

Parts of the Fountain, Retrieved from:[Link]

Manual of Essential Knowledge 47

 Figure

Font Color Codes, Retrieved from: [Link]

General recommendations.
Currently, except for the power supply and RAM, devices such as:
a) Sound Card.
b) Network card.
c) Video Card.
d) Keyboard and Mouse Drivers
e) Mathematical Processors
f) Access to Hard Disk and CDROM, DVD, BLUE RAY, and others.
g) Access to Power Connectors.
h) Access to connectors for LED and general indicators.
i) Access to the base for the Microprocessor (Socket).
They all come integrated on the motherboard, so their repair
Depending on the failure, it ends up being a replacement of the main board (MotherBoard).
and since its cost is relatively low, they are not repaired.
On some occasions, at the request of the client, I could disable the damaged card of the
motherboard and if there is space in the expansion slots insert a card that
replace the damage on the motherboard.

Essential Knowledge Manual 48

 That is to say, for example: if the audio processing fails, the section of
audio from the motherboard and a sound card is installed in the expansion slot
available. To disable any of the motherboard devices, it is necessary to
having the manufacturer's manual on hand, as it specifies which bridges are it
that needs to be reconfigured (jumpers). The manuals for the boards, sometimes the
You can find it on the internet by having the manufacturer and the model of the motherboard, this way
like the drivers for your hardware and software configuration. If you do not have the
you will hardly be able to perform this type of service manually and with the controllers.
Figure

Motherboard, Retrieved from:[Link]

In the figure, the integration of the different devices on the board can be seen.
mother for commercial use.

Pedagogical Resource #13:

PC Assembly [Link]://[Link]/#F!4Qt3UQRa!VUmTNgP2i...

Essential Knowledge Manual 49

 Ejercicio #10: Tabla de relaciones. RA 2.1

Instructions: Match the columns with the statement that fits the definition of the
presented terms
1. Microprocessor, device in charge of Regularly used for the
perform logical and arithmetic operations ( ) temporal processing of the
and control. information.
2. Acronym for BIOS ( ) Hard Drive Interface
Set of parallel paths by
3. CPU speed ( ) where information flows in the form of
Bits.
4. Device that supplies power to the
( ) Motherboard
elements of the System.
5. Electronic device that allows the {"CDROM":"CDROM","DVD":"DVD","Blue Ray":"Blue Ray","Unidades":"Units"}
communication between the hard drive and the ( )
laptops
processor
6. Main board that incorporates cards It is measured according to its frequency of
( )
integrated, CPU base operation in Hertz.
7. Elements for storage of
( ) Video Card
massive information.
8. RAM ( ) Basic Input Output System.
9. Bus ISA, VLB, PCI. Of 8, 16, or 32 (Bits) CPU
10. Plate in charge of operations
video on the team, with different
( ) Power source.
capabilities in their resolution and quality of
present the image

Exercise #11: Summary RA 2.1

Instructions: In this exercise you will create a detailed summary of RA 2.1, at least two pages.
You must adhere to what is presented in the general instructions. Try the following:

a) Be original, don't make a copy of the content, explain what you feel from your
You have understood.
Use clear and technical language in the handling of concepts.
c) Highlight the concepts you consider most important, you can mark them.
yellow
Include a flowchart or conceptual map as you see fit.
e) Remember to add a learning conclusion at the end of the summary.

Exercise #11: Glossary of Terms RA 2.1

Instructions: In this exercise you will create a glossary of technical terms and their
meaning, make sure that there are at least 50 terms and their definitions. For that, you must
base yourself on the entire manual.

Essential Knowledge Handbook 50

 Actividad #6: Cuestionario RA 2.1

Instructions: Answer correctly what is being asked.

1.- What is a microprocessor and what is its function in the computing device.

2.- What is RAM, and what is its function.

3.- Menciona cada uno de los BUS, y describe sus características.

4.- Menciona 5 características esenciales del CPU.

5.- What is the function of a Power Supply.

6.- Describe the colors corresponding to the following voltages of the power supply.

+12 volts, -12 volts, +5 volts, -5 volts, 3.3 Volts, Tierra

7.- They are the elements that get damaged the most in the PC.

8.- Line of the power source used to supply servomechanisms and motors.

9.- Mention the reasons why power supplies get damaged.

10.- What pin number is assigned to PWR_Ok in the power supply connector in its two versions.

11.- Company that designs a new BUS standard that incorporates the PS2.

12.- Define the concept of BUS.

13.- Recommendations for repairing a device that won't turn on.

14.- Mention the different interfaces for a hard drive.

15.- The CGA, EGA, VGA standards are for.

16.- They are standard for network cards.

18.- Function and meaning of the acronym BIOS.

19.- Where is the RAM located.

20.- Name of the document used for the reconfiguration of the Motherboard.

21.- Main board that includes integrated cards, and is the base of the microprocessor.

22.- What elements are not integrated into the motherboard.

23.- Mention the tools for the removal of electronic components.

It arose in 1986 with 32 Bits of Data.

25.-Card responsible for video operations in the equipment, with different capabilities in its resolution.

27.- Placa que se encarga de procesar señales que entran al micrófono y con salida a bocinas.

Evaluation
Value of the Rubric (30%) Indicator (RA) Evidence Accumulated Weight

2.2 2.1 Act. #6 20%

Essential Knowledge Manual 51

 MODULO: Basic Computer Equipment Maintenance
Correct potential problem situations in hardware and software,
PURPOSE OF THE UNIT: which could result in interruptions in the operation of the equipment if not
attended to, considering the manufacturers' recommendations.
2 Corrective maintenance on hardware and software components
LEARNING UNIT:
of the computing team.
2.2 Correct software faults in the computer equipment based on the
previous diagnosis, using the diagnostic tools, interpreting the
RESULTADO DE APRENDIZAJE:
error codes, updating or reinstalling programs based on the
manufacturer's recommendations.
Think critically and reflectively
COMPETITION FOR
DEVELOP
5. Develop innovations and propose solutions to problems based on
established methods.

Definition

In this learning outcome, the most common criteria for providing a solution are reviewed.
the problems caused by the software, most of these problems are
caused by the same user, due to poor handling and use of it, this
the type of problems in some cases is very complicated to solve, however,
To start introducing ourselves, we can classify some in the following way:

Software problems arising from:

a) The presence of malicious programs (Viruses).
b) The lack or unintentional removal of any software driver.
c) For damage caused by file chain disruptions due to abrupt interruption.
d) Due to a misconfiguration of the software in its installation.
e) For damages to the operating system.
f) For mixed operating system versions.
g) For compatibility.
h) Due to licensing issues.
For the installation of pirated software.
j) Due to damage in the storage unit Hard Drive.

In general, the solution to this type of causes of the problem is resolved in a

practice, carrying out a process of re-initialization of the operating system, that is to say
install everything again.

Essential Knowledge Manual 52

 For any of these causes of problems, you should always have a unit.
to initiate the system (a unit that performs the boot), preferably a USB
or a boot DVD.
This boot unit will allow you to reinitialize the operating system of the
machine (reinstall Windows), leaving the device in the conditions of a device
new, that is to say without installed applications, of course you should always consult with the
client to back up their information, and make sure they have the programs
originals of their everyday use.
Regularly in this boot unit, there is the operating system and some
application programs such as office, and others, you must consider that the software is
controlled by companies that monitor rights, so if you use pirated software,
You must be aware that you are violating the law (IMPI).
So you should always request the original programs from your client for their
installation, and that it is he who assumes the responsibility for his applications.

Eye:
Software piracy is a colloquial term used to
describe reproduction, distribution, marketing, and the use of
software in any unauthorized form, which is prohibited in
Mexico by the Federal Copyright Law (LFDA) and the Code
Federal Penal (CPF), with penalties of up to 10,000 days
of minimum wage for each infraction (Article 232 LFDA) and up to ten
years of imprisonment (Article 424 CPF).
Recovered from:[Link]
other-financial-and-tax-risks-from-the-use-of-illegal-software-in-companies-arise-payment-of
violations-compensations-lack-of-deductibility-of/

However, there are avenues where you can use programs without any problem.
Free and open source software applications are always options you should have.
at hand, to offer them to your customers.

Essential Knowledge Manual 53

 Recommendations:
a) In the best case, try to perform a complete reinstallation of this
You will avoid wasting time, and you will undoubtedly correct the initial problem.
b) You should always have the drivers for various motherboards at hand and
adapters, this is a resource that is always used.
c) It is impossible to have all the drivers, so you will have to have access.
to different internet pages to download them and be able to use them. If you are from
Bad memory, you should bring your list of pages with you. Or you can also upload.
the pages and drivers to a website or to Dropbox, or to Google Drive.
d) If the client does not have an antivirus, you should have at least one and be
updating it all the time since viruses are changing gradually.
e) Before doing anything on the machine, check with the client first.
What happened, what problem does he/she have, and provide a description.
f) Often, the problems are related to the configuration of
peripherals (printers), so your client will need to bring the drivers
(drivers) for its configuration.
g) If you use a work order, don't forget to include in the fine print, the
clause that the client assumes responsibility for the origin of the software, thus
as the use he gives it accumulates. This could eliminate many problems.
h) Always make sure to have internet access.
You should always have your USB or boot disk handy, and make sure
that it has the same operating system as the client, otherwise you will have a
version clash of the system and it could worsen the problem.
j) Software problems often take up a lot of time, so
you will need to make quick and effective decisions, remember that your client is not going to
Pay if the team is the same, even if you have already invested hours of review in it.

Pedagogical Resource #14:

How to create a bootable USB of Windows 10:[Link]

Pedagogical Resource #15: Drivers for Windows 10:

[Link]

Evaluation
Value of the Rubric (30%) Indicator (RA) Evidence Accumulated Weight

2.2 2.2 Act. #7, 8, 9. 20%

Manual of Essential Knowledge 54

 Actividad #7: Cuestionario RA 2.2

Instructions: In this activity you will need to research how to create a bootable USB.
and you will describe the procedure in the format for activities, in the instructions
general, include a flow diagram of how you should do it and a description of
its use.

Activity #8: Controllers. RA 2.2

Instructions: Complete the following table, you should search online for three different ones.
manufacturers for devices and you will also look for the internet address for them
drivers. Or search in the manufacturers' manuals for the websites where you can
find the information.

Controllers.
Device Manufacturer Internet address.

Network card

Audio Card

Video Card

Motherboard

Printer

Scanner

Essential Knowledge Manual 55

 Activity #9: Controllers. RA 2.2

Instructions: Complete the following table, you should search the internet for 10 different ones.
software failures for computer equipment you will also look for possible solutions to the
faults.

Software Failures
Description of the Software Failure Solution
1.-

2.-

3.-

4.-

5.-

6.-

7.-

8.

9.-

10.

Essential Knowledge Manual 56

 Rubric or Evaluation Criteria
Name Maintenance to Student's name
Siglema: delete computer equipment
basic.
module:
Teacher Group: Date:
Ing. R. Zendejas H.
Evaluator:
Result of Fix software failures in the Activity of 2.2.1 Fix problems in
learning computer equipment based on assessment the components of the team
preliminary diagnosis, using the that hinder the operation
diagnostic tools, interpreting normal, leaning on the
the error codes, updating or methodology y
reinstalling programs based on technical recommendations and
the manufacturer's recommendations. from the manufacturer.

CRITERIA
INDICATORS %
Excellent Enough Insufficient
Identify the components Identify the components Omit some of the
installed, detecting those that are installed, detecting the following activities:
in error state. that are in a state of Identify the
Disconnect the equipment from the power supply. error. installed components,
nutrition, before starting the Disconnect the equipment from the detecting those who are
opening of the cabinet for its power supply, before in an error state.
cleaning. to initiate the opening of the Disconnect the equipment from
Vacuum the easily accessible areas, cabinet for its cleaning. the power supply,
before proceeding with the disconnection and Aspire the easy areas before starting the
Corrective maintenance disassembly of components. access, before proceeding to opening of the cabinet
through cleaning of Identify the low component disconnection and dismantling for its cleaning.
30%
components and prediagnosis and the components of components. Vacuum the easy areas
contacts. connected to him, before Identify the low component access, before
disconnect them, to carry out the prediagnosis and the proceed to the
cleaning. components connected to disconnection and
he, before disconnecting them, dismantling of
to carry out the cleaning. components.
Identify the component
under prediagnosis and the
connected components
to him,

In addition to meeting the competencies Prepare file backup Omit some of the
described at the sufficient level: in the system. following activities:
Prepare diagnostic reports and Prepare installation disks Prepare a backup of
solution methodology, and includes or identify in which partition files in the system.
solved problems. it is located the Windows Prepare discs of
Ask when you have doubts and pre-installed. installation.
consult the possibility of putting in Replace disk, applying identify in what
put into practice your ideas or suggestions. the instructions of the partition is located at
In addition, share your experience, disassembly and assembly of the Pre-installed Windows.
knowledge and resources for the I disco and identifying it. Replace disk, applying
harmonic performance of the group. file system. the instructions of
Corrective maintenance Define the number of disassembly and assembly of the
30%
for disk replacement. partitions and space disc.
reserved. Identify the system of
Format disk, files.
selecting the system of Define the number of
files. particiones y espacio
Check that the formatting has reserved.
successfully completed. Format disk
Install Windows accordingly selecting the system
with instructions and of files.
manufacturer's procedure.
Prepare the report of
diagnosis and

Essential Knowledge Manual 57

 Use the Windows tool Use the tool of Omit some of the
Problem reports and Windows” Informesde next activities:
solutions problems and solutions. Use the tool of
Identify the problems that have arisen Identify the problems that Windows Reports
presented and the solutions have been presented and the problems and solutions
earrings pending solutions. Identify the problems
Corrective maintenance
Look for solutions to the problems Look for solutions to the that have been presented and
identifying problems and 30%
pending, installing those that pending issues, the solutions
solutions.
they exist. installing those that pending.
Provide viewpoints with openness and they exist. Search for solutions to the
consider your colleagues' pending issues,
group to propose ways to installing those that
use the reporting tool and exist.
problems.
Perform corrective maintenance Perform the maintenance Does not perform any of the
restoring the system to a point corrective restoring the next steps:
of restoration prior to a change. system, to a point of Carry out the
Uninstall the installed program or restoration prior to a corrective maintenance
restore to a previous point, if the change. restoring the system, to
System restoration. 10%
computer freezes or starts Uninstall the program a restore point
installed or restore to a prior to a change.
previous point, if the
the computer freezes or
starts

Essential Knowledge Manual 58

 MODULE: Basic Computer Equipment Maintenance
Correct potential problem situations in hardware and software,
PURPOSE OF THE UNIT: which could translate into interruptions in the operation of the equipment if it were not for
attended to, considering the manufacturers' recommendations.
LEARNING UNIT: 3. Technical Support.
3.1 Provides technical support in person, considering the
RESULTADO DE APRENDIZAJE:
manufacturer's recommendations.
Think critically and reflectively
COMPETITION FOR
DEVELOP
5. Develop innovations and propose solutions to problems based on
established methods.

Technical Support.
This type of service is provided on the client's site, meaning that the technician ...
physically transfer to the company or home of the client where the equipment is located
computation.
And the purpose of this is to provide a preventive maintenance service or
corrective, as the case may be.
Characteristics of Technical Support.
It must be carried out by a very experienced technician.
b) The technician must always maintain the confidentiality of the client.
c) To assist with field services, the technician must have all the
identification elements of the company (ID badge, Uniform, Tool).
d) If the transfer is by vehicle, the vehicle must be labeled.
A service route must be established for more optimized time management.
and resources. This way, more than one client can be attended to.
f) The maximum onsite service time is an average of three hours.
A portable kit of special tools for service must be available.
h) Attach a replacement kit for the computer equipment, if information is available.
better preview of the problem.
The costs associated with the service vary according to the distance and the items.
damaged.
The service techniques are the same as those of preventive maintenance.
and corrective.
The technician must have an empathetic profile and must be very polite.
The technician performing the service must ensure to maintain integrity.
physics of the area where the service is performed. (Keep it clean)
m) Once the service is completed, payment is collected in full or the signature is obtained in
the service policy, if any.

Essential Knowledge Manual 59

 Cleaning operations can be carried out in the company vehicle, so it
always recommend a van-type truck adapted for the service. If there were
vehicle, the technician must improvise a workspace at the customer's home
preferably outside (to avoid contamination by dust), with prior permission from
client.
The work area where the service is performed must be left as it was received.
Benefitsfrom technical support.
The main benefits of hiring on-site support services are:
• Increase in user satisfaction.
• Reduction of costs and support times.
• Compliance with service level agreements.
• We minimize staff turnover problems.
• Reduction of payroll costs.
• Use of key IT staff in critical business functions.
• Achievement of IT continuity in the organization.

Benefits. Retrieved from[Link]

Pedagogical Resource #15:

Technical Support:[Link]

Pedagogical Resource #16:

Explanation of PC components: [Link]

Pedagogical Resource #16:

What are the computer connections for?: [Link]

Pedagogical Resource #17:

Computer Interface Ports: [Link]

Pedagogical Resource #18:

BASIC EXTERNAL CONNECTORS OF THE PC: [Link]

Essential Knowledge Manual 60

 MODULE: Basic Computer Equipment Maintenance
Corregir las situaciones de problemas potenciales en el hardware y software,
PURPOSE OF THE UNIT: which could result in interruptions in the operation of the equipment if not
attended to, considering the manufacturers' recommendations.
LEARNING UNIT: Technical Support.
3.2Brinda soporte técnico a distancia, considerando las recomendaciones
LEARNING OUTCOME: from the manufacturer.
Think critically and reflectively
COMPETITION FOR
DEVELOP
5. Develop innovations and propose solutions to problems based on
established methods.

Remote Technical Support.

This type of service consists of providing technical assistance to the customer via telephone, and
this way to solve the technical problems that your computer equipment may have.

What types of technical support exist?

The types of remote technical support can be provided through different means,
among those included:

• Email.
• Application software.
• Technicians: Although one of the most requested and employed is the telephone one.

Among the different types of remote technical support we have:

Online technical support

It is a customer service chat support designed to provide assistance to

the clients and advice either on issues related to the products
or services related to the company or the use of these, are managed by
professionals in the area or operators via the internet.

Nowadays, it is one of the most used types of remote technical support.

efficient, as there is no need to wait a long time for the in-person assistance of a
technical, but ratherprovides through chat and websites, it is very efficient.

Essential Knowledge Manual 61

 Online support is much safer regarding the exchange of information, being
much more effective than support via telephone, as customers will be able to review the
written conversation if you forget any detail, being a more effective way to resolve the
problems or doubts.

This type of support is very fast, easy, and can provide great solutions to the
users, providing them with convenience and they can go to it at any time of the day,
learning to solve problems on their own, with guidance from
professionals at a distance.

Supporttechnical support via phone

Another excellent type of technical support, as it allows for fast and effective communication.
between the user and the company. Furthermore, through this method we understand the tone of voice of
customer, collaborating with the improvement in service.

Aerial Technical Support

It is one of the types of support that allows professionals to provide technical support.
remotely, navigating the user's computer, in order to
detect the problem and provide a solution without the need to go to the home.

Auxiliary technical support

It is provided through a person willing to give support, but it is not a technician.

professional, so in some cases the expected solutions are not achieved.

On-site technical support

It is the type of assistance provided to users when one of the products of

the company presents failures, anomalies, damages or even problems and needs a
on-site support.

In this case, the service is provided at the location of the equipment, whether for
resolve a software or hardware problem, in this case a technician will carry out a
home visit and will provide the necessary repair.

Essential Knowledge Manual 62

 Types of customers in technical support

There are various types of customers in remote technical support, knowing them helps to
to provide a better service, among them we have:

• Indecisive customer: It is that customer who has many doubts and who always
request information about the service or product you are acquiring.

This type of customer requires more time from technical support than others.
It is better for the company to be brief and to show several solutions to its problem.
avoiding overwhelming him with data or burdening him.

• Silent customers: They are one of the types of customers in technical support.
distance that remain silent and are not very expressive, but are very
good listening, so it is advisable to provide help through means
telephone, providing good valuable information.
• Advisor or discussant client: They tend to show superiority over the staff who assist them.
take care, so it must be addressed with safety and firmness, being the most
assertive possible.
• Proud client: They always want to control the conversation, demanding respect.
and also showing superiority.

The ideal is for support to provide them with objective data and listen to them actively,
showing calmness and expressing opinions confidently.

One should avoid showing them that they are wrong or interrupting them while they speak.

• Friendly customer: They are one of the best types of customers in technical support.
from a distance, as they are more receptive and peaceful, although they can be a bit
undecided.

With this type of clients, we need to find a way to show them that the service or product
it is reliable, offering them a large number of alternatives.

The technical support provided by companies is of great importance, as it is this that

the way to gain greater reliability with the customer and build a relationship
durable, providing effective solutions when any inconvenience arises.

Essential Knowledge Manual 63

 Activity #10: Script. RA 3.2

Instructions: In this activity, you should design a script where you will assume the role of
service technician and a hypothetical client. The script should respond to the solution of
A technical problem. For the development of the script, you should consider the following:

a) Identification Elements of the Technician.

b) Customer data and validity review.
c) Equipment and service policy data.
d) Description of the Problem by the client.
e) Guía para la solución.
Once the problem is resolved, the technician says goodbye.
• Remember that you should guide the client so that together you can solve the problem.

Stick to the formats of the general instructions.

Activity #11: Summary. RA 3.2

Instructions: In this activity you will create a summary of pedagogical resource #17.
Review it in detail and draft it with a high level of language, try to be as technical as possible.
Possible. Stick to the formats of the general instructions.

Actividad #12: Resumen. RA 3.2

Instructions: In this activity you will create a summary of the educational resource #13.
Review it in detail and draft it with a high level of language, try to be as technical as possible.
possible. Stick to the formats of the general instructions.

Remote Technical Support. Retrieved from: [Link]

remote technician

Pedagogical Resource #19:

Basic Technical Support Course: [Link]

Pedagogical Resource #20:

Example of a Call Center call for Technical Support: [Link]

Essential Knowledge Manual 64

 Rubric or Evaluation Criteria.
Name Maintenance to Student name
Siglema: del computer equipment
basic.
module:
Teacher Group: Date:
Ing. R. Zendejas H.
Evaluator:
Result of 3.2. Provides technical support to Activity of 3.2.1. Provide support
learning distance considering the evaluation hardware or software technician
manufacturer recommendations. in person and
remote.

CRITERIA
INDICATORS %
Excellent Sufficient Insufficient
Use the equipment manual and the methodology Use the manual of the Omit performing any of
of diagnosis, logs the code in the logbook team and methodology the following aspects:
the error message presented. of diagnosis, records Utilizar el manual del
Diagnose the type of failure. in the logbook the code or team and the methodology
Determine the solution according to the type of error message diagnosis, register
failure either in hardware or in software and presented. in the log the code or
advises the client on how to Diagnose the type of error message
correct it step by step, if necessary failure. presented.
do it this way. Determine the solution Diagnose the type of
Explain to the client how to activate the according to the type of fail.
Team troubleshooter, if it is failure either in Determine the solution of
it is viable to provide support in this way hardware or in software according to the type of failure already
Technical support technical and advise the client be it in hardware or in
35%
(In person) Listen carefully to the customer and convey about the way of software and advise the
a positive attitude in your language not correct it step by step, client about the way of
verbal. if it is relevant correct it step by step, yes
do it this way it is relevant to carry it out from
shape. this way.
Explica al cliente la Explain to the customer the
form of activation the way to activate the
Solver of Solver of
team problems, team problems, yes
if it is viable from this It is viable this way
way to carry out the provide support
technical support. technician.

Use the equipment manual and the methodology. Use the manual of Omit some of the
diagnostic, logs the code in the logbook team and the methodology next activities:
the error message presented. of diagnosis, records Use the manual of the
Diagnose the type of failure by in the log the code or team and the methodology
telephone conversation with the client. error message diagnosis, register
Determine the solution according to the type of presented. in the log the code or
failure either in hardware or in software and Diagnose the type of error message
advises the client on how to fault through presented.
correct it step by step, if relevant telephone conversation Diagnose the type of
do it this way. with the client. falling through
Explain to the customer how to activate the Determine the solution telephone conversation
Remote assistance 40% Team problem solver, if it is according to the type of with the client.
it is viable to provide support in this way failure either in Determine the solution of
technician. hardware or software according to the type of failure already
Apply the software tool to and advises the client be it hardware or in
provide remote technical support, which about the way of software and advise to the
considered viable after using the correct it step by step, customer about the way of
information technologies and if it is pertinent correct it step by step, yes
communication to process and interpret do it like this it is relevant to carry it out from
information and to correct the fault shape. this form.
detected: CamStudio, CrossLoop, Skype and Explain to the client the Explain to the client the
Unite, Myko. way to activate the way to activate the
Solver of Solver of

Essential Knowledge Manual 65

 team problems, team problems, yes
if it is feasible from this it is viable this way
way to perform the provide support
technical support. technical.
Apply the tool Apply the tool of
of software for software to carry out the
provide support technical support to
remote technician, who distance, that I consider
consider viable. viable.

According to the checklist, register According to the list of Omit some of the
the type of failure detected and the treatment verification registers the next activities:
Preparation of
given to it in the control log. type of failure detected and Use the list of
control logs of the 20%
the treatment given to the verification.
technical support.
same in the log of
control.
I provide technical support in hardware or I provide support I omit some of the
software in person and remotely. hardware technician or next activities:
I follow instructions and procedures software in a way Provide support
established. in-person and remote. hardware technician or
My performance exceeds the standard I follow instructions and software in a way
established. procedures in-person and remote.
Self-assessment 5% established. Follow instructions and
My performance meets procedures
satisfactorily established.
with the standards of
the competition. My performance does not meet expectations.

with the standards of the

competition.

Essential Knowledge Manual 66

 Units and Learning Outcomes of
Content of the Study Program

Essential Knowledge Manual 67

 Sources of Consultation:
[Link]
sound-of-a-dell-desktop-computer
POST codes:

Recovered from:[Link]

Benefits.

Recovered from:[Link]

Remote Technical Support.

Recovered from:[Link]

Pedagogical Resources.
Pedagogical Resource #1.

Explanation of PC components:[Link]

Pedagogical Resource #2.

Get to know your PCntro: [Link]

Pedagogical Resource #3
Internal parts of the computernow[Link]

Teaching Resource #4:

Conceptual Map: What is a conceptual map?

Pedagogical Resource #5:

Timeline:[Link]
arrows_3690937.htm

Pedagogical Resource #6:

Work Order:What is a work order for?
under-maintenance/#

Pedagogical Resource #7:

Ccleaner Portablee: [Link]

Pedagogical Resource #8:

How to apply Preventive Maintenance to softwareare:[Link]

Pedagogical Resource #9:

Essential Knowledge Manual 68

 Preventive maintenance of PC hardware:[Link]

Pedagogical Resource #10:

How to Clean the PC Inside / goodbye DUST / :[Link]

Pedagogical Resource #11:

How to delete temporary files from the PC:[Link]

Pedagogical Resource #12:

Basic tools for repairing computers: [Link]

Pedagogical Resource #13:

PC Assembly [Link]://[Link]/#F!4Qt3UQRa!VUmTNgP2i...

Pedagogical Resource #14:

How to create a bootable USB of Windows 10:[Link]

Pedagogical Resource #15:

Technical Support:[Link]

Pedagogical Resource #16:

Explanation of components PC:[Link]

Pedagogical Resource #16:

What are the connections of the Computer for?now:[Link]

Pedagogical Resource #17:

Computer Interface Portsnow[Link]

Pedagogical Resource #18:

BASIC EXTERNAL CONNECTORS OF THE PC: [Link]

Pedagogical Resource #19:

Basic Technical Support Courseo: [Link]

Pedagogical Resource #20:

Example of a call to the Call Center for Technical Supporto:[Link]

Essential Knowledge Manual 69

 References:
Reference Page:
[Link] card slots

Table of Contents.
Table #1, Weighting.

Table #2, Maintenance Characteristics.

Table #3, Preventive Maintenance Activities

Table #4, Computing Equipment.

Table #6, Diagnostic Tones. Retrieved from:[Link]

Table #7, Relationship of columns.

Table #8, Cleaning Elements.

Table #9, Relationship of Parts. Retrieved from: [Link]

de-hardware/

Figures.
Figure #1, Classification of preventive maintenance.

Figure #2,3,4, Diagnostic Cards. Retrieved frome: [Link]

Figure #6, Parts of the PC. Retrieved from: [Link]

parts of a PC
Figure #7, Parts of a Computer. Retrieved from:
[Link]

Images
Image #1, Conceptual Map of Free Software. Retrieved from:[Link]
informatica/?tag=concept-map

Image #2, Conceptual Map of Computer Workshop. Retrieved from:

[Link]

Image #3, Timeline map. Retrieved from:[Link]

time-word-251084

Image #4, Education with value. Retrieved from:[Link]

Image #5, Recovered from: [Link]

Image #7, Retrieved from:[Link]

Essential Knowledge Manual 70

 Image #8, Keyboard Cleaning Retrieved from:[Link]
computer-keyboard-few-minutes-72901

Image #9, Keyboard Cleaning Retrieved from:[Link]

Image #10, Keyboard Cleaning Retrieved from:[Link]

Image #11, Keyboard Cleaning Retrieved from:[Link]

Image #12, Work Order. Retrieved from:[Link]

[Link]

Glossary.
Hardware

Software.

Maintenance

Virus

Operating system

Essential Knowledge Manual 71

 Annex 0. POST codes for different types of BIOS.

The meaning of the beeps during the computer startup

AMI BIOS

• Continuous tone: Defect in the power supply.

• Short tone: Defective or incorrectly connected RAM.
• 2 short tones: Defective or improperly connected RAM.
• 2 short beeps, 1 long: Graphics card inserted incorrectly.
• 2 short beeps, 2 long: Faulty graphics card or motherboard.
• 3 short tones: Defective or improperly connected RAM.
• 3 short beeps, 3 long beeps, 3 short beeps: Faulty or poorly connected RAM.
• 4 short tones: Faulty RAM or battery.
• 5 short tones: Defective processor.
• 6 short tones: Defective motherboard.
• 7 short tones: Incorrect processor frequency or defective processor.
• 8 short beeps: Defective or improperly inserted graphics card.
• 9 short tones: Defective motherboard due to BIOS.
• 10 short tones: Defective motherboard due to the BIOS.
• 11 short beeps: Defective motherboard due to L2 cache.
• 1 long tone, 1 short: Defective motherboard.
• 1 long tone, 2 short: Defective graphics card or improperly inserted.
• 1 long tone, 3 short: Monitor not recognized or faulty motherboard.
• 1 long tone, 4 short ones: Defective motherboard.
• 1 long tone, 5 short: Defective processor.
• 1 long tone, 6 short: Keyboard not recognized or faulty motherboard.
• 1 long tone, 7 short: Defective motherboard.
• 1 long tone, 8 short: Defective motherboard.
• 1 long high tone, 1 long low tone: Defective processor.

BIOS Award

• Continuous tone: RAM or graphics card not recognized.

• Constant beeping: Motherboard is receiving too low voltage.
• Tone like a siren: Temperature or supply voltage on the board too high due to
possible defect in the power supply or in the fan.
• 1 long tone: Defective RAM or incorrectly inserted.
• 1 long tone, 1 short: Defective motherboard.
• 1 long tone, 2 short: Defective graphics card or incorrectly inserted.
• 1 long beep, 3 short beeps: The keyboard or graphics card is not recognized.
• 3 long beeps: The keyboard is not recognized or faulty motherboard.
• 1 sharp long, 1 grave long: The tension for the processor or CPU is incorrect.

Essential Knowledge Manual 72

 BIOS Phoenix

• Continuous tone: The processor has an excessively high temperature, possibly due to having the
broken fan.
• 1 short tone, 1 short, 3 shorts: The BIOS has an incorrect entry or the battery is dead.
• 1 short tone, 1 short, 4 shorts: Faulty BIOS or the motherboard battery is depleted.
• 1 short tone, 2 shorts, x short tones: Defective motherboard.
• 1 short tone, 3 shorts, 1 short: Faulty RAM, incorrectly inserted or motherboard
defective.
• 1 short tone, 3 shorts, 2 shorts: Incorrect type of RAM.
• 1 short tone, 3 shorts, 3 shorts: Defective or incorrectly inserted RAM memory.
• 1 short tone, 3 shorts, 4 shorts: Defective or incorrectly inserted RAM.
• 1 short tone, 4 short tones, x short tones: Faulty or improperly inserted RAM.
• 2 short beeps, 1 short beep, x short beeps: Defective or improperly installed RAM.
• 3 short beeps, 1 short, x short beeps: Defective motherboard.
• 3 short tones, 2 short, 4 short: Defective motherboard.
• 3 short tones, 3 shorts, 4 shorts: Defective graphics card.
• 3 short beeps, 4 short beeps, 1 short beep: Defective graphics card.
• 3 short beeps, 4 short beeps, 2 short beeps: Defective graphics card or monitor not recognized.
• 4 short tones, 2 shorts, x short tones: Defective motherboard.
• 4 short tones, 3 short tones, 1 short: Defective RAM, poorly inserted, or motherboard error
base.
x short tones: it means the number of socket or slot on the motherboard where the problem occurs.

Tables of codes retrieved from:[Link]

safety-and-hygiene-for-preventive-and-corrective-maintenance/the-meaning-of-the-squeaks-during-startup
of the computer

Essential Knowledge Manual 73

 Annex #1
Examples of concept maps.
Concept map of Free Software.

Image #1, Conceptual Map of Free Software. Retrieved from:[Link]

conceptual

Image #2, Conceptual Map of Computer Workshop. Retrieved from:[Link]

conceptual-explaining-the-computer-workshop/

Essential Knowledge Handbook 74

 Example of Timeline.

Image #3, Timeline Map. Retrieved from:[Link]

251084

timeline of education with value.

Image #4, Education with Value. Retrieved from:[Link]

Essential Knowledge Manual 75

 Annex #2. Hygiene and Safety Standards.

1. Electrical safety: Carefully check the electrical connections and make sure they are not
they are tangled and not at floor level. This prevents any possible existence of
liquid at floor level, did not affect the electrical connections and damaged the
team.
2. Do not allow eating or drinking near the PC. These affect the
functioning. Among the most harmful agents, the most dangerous is sugar.
It surpasses even liquids, except when they are sweet like sodas,
For example. Sugar chemically acts on the circuits and destroys them.
3. keep the place where the peripherals are placed clean.
4. Install antivirus, firewalls, anti-spam: To prevent attacks on your
information.
5. If you have critical information, compress it with winzip or winrar, and name them
password (different from your login).
6. Make sure that the equipment is completely turned off at the time of
disconnect it or disassemble parts from it.
7. Use appropriate materials to provide better maintenance for the equipment.
8. Computing. For example, compressed air and specialized rags in
equipos de cómputo.
Use a static wristband to avoid receiving a shock when touching.
checking the equipment parts.
10. Update the software installed on the PC with the recommended patches.
manufacturer of that program; this will prevent compatibility problems between
programs and the equipment itself.
11. Make backups, as nothing guarantees correct operation.
continuously from the team.
12. When turning off or restarting the PC, remove the floppy disks, USB drives, or optical discs.
13. Analyze the content of the downloaded files, as they may contain some
malware.
14. Stay alert for suspicious actions of possible viruses, all thanks to
a good antivirus.
15. Use a soft/antistatic bristle brush, lint-free cloths and
some swabs for the less accessible areas.

Manual of Essential Knowledge 76

 Annex #3. Example of Work Order.

Image 12. Work Order. Retrieved from:[Link]

[Link]

Essential Knowledge Manual 77

Essential Knowledge Manual 78