Jimma Institute of Technology

Faculty of Informatics and Computing

Course Title: Computer Maintenance and

Technical Support
 Chapter 1
Basic Personal Computer Parts
 Objective

After completing this chapter you will be able to

•Identify common technician qualities

•Understand basic computer terms

•Identify common computer parts

•Recognize and identify common computer ports

•Identify Lab procedures and maintenance tools

•Recognize Safety rules

 Computer Technician

What is computer technician?

A computer technician must be a jack-of-all-trades:

• A software expert in various operating systems and applications.

• A hardware expert in everything ranging from processors to the latest printer.

• A good listener to elicit computer symptoms from customers (and from the
computer).

• An empathetic counselor to make customers feel good about their computers and
confident in the technician’s skills.

• These characters do not come overnight and not all of them can be taught.

• A technician can constantly develop and fine-tune each of them.

 Safety Note

Poor Safety Habits Can Harm Both The User And The Computer!

To protect both yourself and the computer:

• Make sure power is off when disassembling, installing or removing hardware, or

doing preventive maintenance (cleaning).

• Never disassemble the monitor or power supply unless you have been
specifically trained on these components.

• Monitors develop high voltage when turned on, and both monitors and power
supplies have capacitors (electronic parts that hold an electrical charge) that can
hurt you even if the power has been removed.

• A charged CRT carries high voltage—about 27,000 volts in a color unit. You
could electrocute yourself unless you handle the display using the appropriate
safety procedures.
 Basic Computer Parts

 Computer systems are composed of hardware, software, and firmware.

• Hardware is something you can touch and feel; the physical computer
itself is an example of hardware

• Software is the operating system and applications that make the

hardware work; the software provides instructions for the hardware to
carry out. Examples are: Windows XP, Microsoft Office, Adobe Acrobat
Reader, and WordPerfect.

• The operating system is an important piece of software that coordinates

the interaction between hardware and software applications, as well as
the interaction between a user and the computer. Operating system
examples include: DOS, Windows 98, NT Workstation, Windows 2000,
Windows XP, and Unix, Windows 7, 8, 8.1, 10, 11.
 Basic Computer Parts

• A device driver is a special piece of software designed to enable a hardware

component. The device driver allows the operating system to see, control, and
use the hardware component. Its both hardware and operating system specific
and is required by each piece of installed hardware for the operating system
being used.

• Firmware combines hardware and software into important chips inside the
microcomputer that can be touched and felt like hardware, but have software
written into them. An example is the ROM (Read Only Memory) chip. These are
electronic chips that have software in them all the time.

• A microcomputer, also called a computer or PC, is a unit that performs tasks

using software and comes in three basic models:

1. A desktop model that normally sits horizontally on top of a desk.

2. A tower model that sits vertically under a desk.

3. A laptop model, which is portable.

 Basic Computer Parts

 A fourth type is a handheld computer called a PDA (Personal Digital

Assistant), these computers are like electronic organizers for managing
schedules, contacts, phone numbers, taking notes, exchanging e-mail,
etc., and are becoming very popular.
 Basic Computer Parts

• A computer consists of a case (chassis), a keyboard that allows users to

provide input into the computer, a monitor that displays information, and
a mouse that allows data input or is used to select menus and options.
 Basic Computer Parts

• Internal components of the computer include:

– Power supply - Converts AC voltage from the wall outlet to DC

voltage the computer can use, supplies DC voltages for internal
computer components and has a fan to keep the computer cool.

– Floppy drive - Common storage device that allows data storage to

floppy disks (storage media) which can be used in other computers.

– Hard drive - Or hard disk, is a common storage device for

maintaining files inside the computer, usually mounted below or
beside the floppy drive.

– CD drive - Holds disks (CDs) that have data, music, or software

applications.

– DVD (Digital Versatile Disk) drive - Popular alternative to a CD drive

that supports CDs as well as music and video DVDs.
Basic Computer Parts
 Basic Computer Parts

Motherboard with Expansion Slots and Adapter

 Basic Computer Parts

• More internal components of the computer are:

– Motherboard - The main circuit board that contains most of the

electronics and is the largest electronic circuit board in the computer,
all computer components connect to, or communicate through, the
motherboard.

– Adapters - Smaller electronic circuit cards that normally plug into an

expansion slot on the motherboard allowing other devices to interface
with the motherboard, they also may control some devices.

– Expansion slot - A special connector on the motherboard that allows

an adapter to plug in and connect to the motherboard.

– Riser board - A small board with expansion slots that plugs into the
motherboard and allows adapters to connect at a different angle.
 Basic Computer Parts

Microcomputer with Riser Board

 Basic Computer Parts

• Internal components of the computer also include:

– Memory - This important component holds applications, part of the

operating system, and user documents or images; types are:

• RAM (Random Access Memory)- volatile memory (loses data

inside the chips when power is shut off) that holds applications
and user data while the computer is operating.

• ROM (Read-Only Memory)- non-volatile memory (retains data

when power is shut off).

• ROM BIOS- an important chip on the motherboard that holds the

start-up software for the computer to operate.

• This software is called POST (Power On Self Test)

 BIOS, CMOS, UEFI

• BIOS: Basic Input Output System.

– Firmware that is built into the computer’s motherboard.

– Initializes the computers' hardware as the PC is being booted.

– It then search for a boot device (optical or storage drive) to boot

software, such as an OS.

– It will beep.

– The BIOS is stored on the BIOS chip on the motherboard.

– The BIOS chip is non-volatile.

But after the computer is turned off, the computer does need to maintain
certain settings.

– Like Date & Time, Boot sequence, Hardware settings.

 BIOS, CMOS, UEFI – Cont’d

• The BIOS settings are stored on the motherboard in the CMOS chip.

• But the CMOS chip is volatile. So, the CMOS battery maintains these
settings. If the CMOS battery is removed, the BIOS will reset back to its
default settings.

• Erase any customs settings that you have configured.

• Generally, the BIOS is the firmware or program that comes with your
motherboard.

– The BIOS is stored in the BIOS chip

– The BIOS settings are retained in the CMOS chip.

• A new type of BIOS is UEFI (Unified Extensible Firmware Interface).

– UEFI features include User friendly Access and Secure Boot

 Basic Computer Parts

RAM and ROM chips

 Basic Computer Parts

• Turning the computer on with the power switch for a computer that is not
running is known as a cold boot; a user can use this technique when
running POST is required to help diagnose a problem.

• A warm boot is performed when a computer that is already on is

restarted without using the power switch. This can be accomplished by
pressing the CTRL, ALT, and DEL keys at the same time, or pressing
the computer’s reset switch. This can be helpful when a technician has
made changes to the files that execute when the computer powers on
and needs these changes to take effect, it does not run POST.

• Generally, other devices such as Zip drives, sound cards, and tape
backup units can also be installed in a computer, but the most basic
components are the monitor, keyboard, mouse, power supply, floppy
drive, hard drive, CD drive, motherboard, and adapters.
 External Connectors

• Port – Is a connector on the motherboard or on a separate adapter that

allows a device to connect to a computer; these may include keyboard,
mouse, serial, parallel, network, sound, or video ports.

• Integrated motherboards – Motherboards with ports built into them.

• Male ports – Have pins that project out from the connector and require a
cable with a female connector.

• Female ports – Have holes in the connector to accept the male cable’s
pins.

• D-shell connector – A connector with more pins or holes on the top row
than on the bottom so a connected cable can only be attached in one
direction and not accidentally connected the wrong way; generally
represented with the letters DB and the number of pins such as, DB-9, DB-
15, or DB-25.
 External Connectors

• DIN connector – Round with small holes and normally keyed; the
keyboard and mouse are usually this type of connector with either 5 or 6
pins.

• The motherboard generally has a combination of DIN and D-shell

connectors.
 Video Ports

• A video port is used to connect a monitor. Today, there are two types
normally seen and they both have three rows.

• Video port –A three row, 15-pin female D-shell connector for newer
VGA monitors.

• The newer port is called a DVI port (Digital Visual Interface) and it has
three rows of square holes.
 VGA (Video Graphics Array)

• Also called a DB-15 port, is a 15-pin female port that transmits analog
video. All older monitors use VGA ports.

• Female connections are having inward holes that allow the male cable
to fit perfectly with the female connection.

• Though VGA is still in use today, it's rapidly being replaced by newer
interfaces like DVI and HDMI.
 DVI and HDMI

• DVI (Digital Video Interface) port transmits digital or analog video.

• The DVI connectors are of three types: DVI-A (analog), DVI-D (digital)
and the DVI-I (integrated). Based on the data rates, these are further
divided as the single-link and dual-link types.

• An HDMI (High-Definition Multimedia Interface): port transmits digital

video and audio (not analog transmissions) and is often used to connect
to home theater equipment.
 Display Port

• Display Port: transmits digital video and audio (not analog transmissions)
and is slowly replacing VGA and DVI ports on personal computers.
 Thunderbolt

• Thunderbolt is a high-speed technology interface that outputs one serial

signals from a combination of PCI express and DisplayPort.

• Can daisy chain up to 6 devices.

• It was released in 2011 and was mainly used in apple products and now
it has become available to PCs.

• There are three different version of Thunderbolt. Versions 1 and 2 use

the same connector as the mini DisplayPort. Version 3 uses a USB type-
C connectors.
 Parallel Port

• Parallel port – A 25-pin female D-shell connector used to connect a

printer to a computer. Other parallel devices include tape drives,
scanners, Iomega’s Zip drive, and external hard drives.

• Serial port – (Also known as a COM port or RS-232) can be a 9-pin

male D-shell connector (most common), or a 25-pin male D-shell
connector
 Mouse and Keyboard Ports

• Mouse port – Usually a smaller, keyed 6-pin DIN connector commonly

known as a mini-DIN or PS/2.

• Keyboard port – Normally a 6-pin mini-DIN like the one used for a
mouse, but can be a larger 5-pin DIN on older computers or keyboards.

• Bus mouse – A mouse used on a computer where the mouse port isn’t
built in to the motherboard, normally connected by a 9-pin DIN (D-shell).

• Keyed – A connector that has an extra metal (or plastic) piece or notch
that matches an extra piece or notch on the cable, so it can only be
installed one way.
 Mouse and Keyboard Ports

5- and 6-Pin DIN Connectors

Introduction – Figure #16

 USB Ports

• USB (Universal Serial Bus) port – A 4-wire connector that allows up to

127 devices to connect and transmit data at either 480Mbps, 12Mbps or
1.5Mbps. All types of peripheral devices can connect including printers,
scanners, cameras, keyboards, mice, and others. USB ports and
devices can come in 3 versions – 1.0, 1.1, and 2.0.
USB Ports
 IEEE1394 Port

• IEEE 1394 ports – A serial technology developed by Apple Computer

sometimes called the FireWire port. A 6-wire cable/port (4 for data, 2 for
power) that connects up to 63 of all types of digital devices using cable
lengths up to 14 feet at speeds of 100, 200, 400, 800, and 1200 Mbps.

FireWire Ports
 IEEE 1394 Port

IEEE 1394 Adapter Ports

 Network Ports

• Network ports – Used to connect a computer to other computers,

including a server and are available in two types-Ethernet and Token
Ring; a network cable connects to the network port.

• Ethernet – These adapters are the most common type of network card
with BNC, RJ-45 (most common today), a 15-pin female D-shell
connector (sometimes called AUI), or any combination of all of them.

– The BNC connector attaches to a thin coax cable.

– The 15-pin D-shell (AUI) connector attaches to thick coax cable.

– The RJ-45 connects to UTP (Unshielded Twisted Pair) cable.

• Game ports – A 15-pin D-shell connector for attaching gaming devices

like a joystick that is sometimes confused as a network connector.
 Network Ports

Ethernet Ports

Introduction – Figure #22

 Network Ports

• Token Ring – Have two different connectors, both RJ-45 or 9-pin female
D-shell. May have a small green sticker with the numbers 4/16 on them,
indicating the speeds (4Mbps and 16Mbps) the cards can run at. This is
helpful with identification as these cards are sometimes confused with
older video adapters.

Token Ring Ports

Introduction – Figure #24

 Sound Card Ports

• Sound card – Or audio cards have several ports, but their main purpose
is to convert digital computer signals to sounds (analog signals), or
sounds to digital signals. They connect numerous types of devices, as
well as the joystick/MIDI (or game) port – (see illustration).

Sound Card Ports

Introduction – Figure #25

 Modem Ports

• Modem – Connects a computer to a phone line and can be either and

internal or external device. An internal modem has 2 RJ-11 connectors
for connecting to phone lines; the one labeled Line connects to the
phone jack in the wall of your home or office, the one labeled Phone
allows you to connect a telephone (if there is only 1 RJ-11 connector it
goes to the wall jack).
Internal Modem Ports

Introduction – Figure #26

 Pros and Cons of Integrated Motherboards

Pros Cons

• Provides expandability because • Motherboard must be replaced

ports are built in and allow more when one port goes bad, unless it
room for expansion cards. supports disabling the faulty port.

• Built in ports are faster than those • If ports cannot be disabled, there
on adapters. could be conflicts with adding
expansion cards.
• Computers are easier to set up
because the manufacturer
configures the ports.

• Systems with integrated

motherboards are normally easier
to troubleshoot.
 Pros and Cons of Integrated Motherboards

Introduction – Figure #27

Lab Procedures and Maintenance Tools
 Lab Procedures and Maintenance Tools

• Injury prevention is everyone’s responsibility.

• When you work on a computer, it is possible to harm both the computer

and yourself.

• The most common accident that happens when attempting to fix a

computer problem is erasing software or data.

• Experimenting without knowing what you are doing can cause damage.

• To prevent these sorts of accidents, as well as the physically dangerous

ones, take a few safety precautions.
 Lab Procedures and Maintenance Tools

The workplace should have safety guidelines to:

•Protect people from injury.

•Protect equipment from damage.

•Protect the environment from contamination

Characteristics of a Safe Workplace

• Clean, organized, and properly lit workspace

• Proper procedures for handling equipment

• Proper disposal or recycling of component containing hazardous

materials
 Safety Guidelines

• Most companies require reporting any injuries, including description of

safety procedures not followed.

• Damage to equipment may result in claims for damages from the

customer.

• Types of safety guidelines: General, Electrical, Fire.

PROTECT YOURSELF AGAINST ELECTRICAL SHOCK AND BURNS

• To protect yourself against electrical shock, when working with any

electrical device, including computers, printers, scanners, and network
devices, disconnect the power if you notice a dangerous situation that
might lead to electrical shock or fire.
 Note that any of the following can indicate a potential danger:

• The power cord is frayed or otherwise damaged in any way.

• The device has been dropped or you notice physical damage.

• You smell a strong electronics odor.

• The power supply or fans are making a whining noise.

• You notice smoke coming from the computer case or the case feels
unusually warm.

• Water or other liquid is on the floor around the device or spilled on it.

• The device has been exposed to excess moisture.

 Safety Guidelines Cont.

• When working inside computers, printers, and other electrical devices,

remove your jewelry that might come in contact with components.

• Jewelry is made of metal and might conduct electricity if it touches a

component.

Power supplies and CRT monitors contain capacitors.

• A capacitor holds its charge even after the power is turned off and the
device is unplugged.

• If you are grounded and touch a charged capacitor, its charge can flow
through you to the ground, which can shock you!

Therefore, if you ever work inside one of these devices, be careful that you
are not grounded.
 Safety Guidelines Cont.

• Never use water to put out a fire fueled by electricity because water is a
conductor and you might get a severe electrical shock.

• A computer lab needs extinguisher that is rated to put out electrical fires.

Fire extinguishers are rated by the type of fires they put out:

• Class A: This is suitable for cloth, wood, rubber, paper, various plastics
and regular combustible fires. The extinguishing agent is water or foam.

• Class B: This is suitable gasoline, grease, and oil fires. The

extinguishing agent is a dry chemical or carbon dioxide.
 Safety Guidelines Cont.

• Class D: This is suitable for combustible metals. The extinguishing

agent is a dry powdered chemical.

• Class K: This is suitable for Kitchen fires, including oil, grease, and fat.
The extinguishing agent is a wet or dry chemical.

There several types of fire extinguishers that combined together.

• Class ABC: This is an all purpose fire extinguisher that works on class
A, B, and C fires.

How To Use Fire Extinguishers:

• First: Try to position yourself with your back to an unobstructed exit so

that you can get out quickly if you need to. The discharge range for
extinguishers can run from 6 to 20, and you want to be far enough away
to not be in danger of being burned.
• Second: to use the extinguisher with proper technique, just remember
the acronym "PASS“:
 Protect the equipment against static electricity or ESD

Electrostatic Discharge (ESD)

•To protect the computer against electrostatic discharge (ESD), commonly

known as static electricity, always ground yourself before touching
electronic components, including the hard drive, motherboard, expansion
cards, processors, and memory modules.

•ESD can cause two types of damage in an electronic component.

 Upset failures or Catastrophic failures.

 Upset failures - result in gate leakage

 Catastrophic failures - occur in two forms, Direct and Latent

 Cont’d

• Direct catastrophic failures occur when a component is damaged to the point where
it is DEAD NOW and it will never again function.

• Latent failures occur when ESD weakens or wounds the component to the point
where it will still function properly during testing, but over time the wounded
component will cause poor system performance and eventually complete system
failure. Because latent failures occur after final inspection or in the hands of your
customer, the cost for repair is very high. Not only is this type of damage hard to
find, but it severely affects the reputation of your company's product.

• An upset failure occurs when an electrostatic discharge has caused a current flow
that is not significant enough to cause total failure, but in use may intermittently
result in gate leakage causing loss of software or incorrect storage of information.

• Upset or latent failures may pass your company's quality control testing program. In
other words, static damage may occur that cannot be felt, seen, or detected through
normal testing procedures.
• Caution Unless you are measuring power levels with a multi-meter,
never, ever touch a component or cable inside a computer case while
the power is on.

• The electrical voltage is not enough to seriously hurt you but more than
enough to permanently damage the component.

• Before touching or handling a to protect it against ESD, always ground

yourself first. You can ground yourself and the computer parts by using
one or more of the following static control devices or methods.
• Ground bracelet. A ground bracelet, also called an ESD strap,
antistatic wrist strap, or ESD bracelet, is a strap you wear around your
wrist.

• Which protects computer components from ESD, can clip to the side of
the computer case and eliminate ESD between you and the case.
• Ground mats. A ground mat, also called an ESD mat, dissipates

• ESD and is commonly used by bench technicians

• Ground mats have a connector in one corner that you can use to
connect the mat to ground.

• If you lift a component off the mat, it is no longer grounded and is

susceptible to ESD, so it’s important to use a ground bracelet with a
ground mat
• Antistatic gloves. Wear antistatic gloves, also called ESD gloves,
designed to prevent an ESD discharge between you and a device as you
pick it up and handle it.

• Caution: A CRT monitor can also damage components with ESD. Don’t
place or store expansion cards on top of or next to a CRT monitor
• The best way to guard against ESD is to use a ground bracelet together
with a ground mat or wear antistatic gloves.

• Consider a ground bracelet or antistatic gloves essential equipment

when working on a computer.

• However, if you are in a situation in which you must work without one,
touch the computer case or the power supply before you touch a
component in the case, which is called self-grounding.
 Some rules that can help protect computer parts against ESD

• Rule 1: When passing a circuit board, memory module, or other sensitive

component to another person, ground yourself and then touch the other
person before you pass the component.

• Rule 2: Leave components inside their protective bags until you are
ready to use them.

• Rule 3: Work on hard floors, not carpet, or use antistatic spray on the
carpets.

• Rule 4: Don’t work on a computer if you or the computer have just come
in from the cold because there is more danger of ESD when the
atmosphere is cold and dry.
 EMI

• Intrusion of outside electromagnetic signals in a transmission media,

such as copper cabling.

• Sources can be: Man-made, natural events, climate or any source

designed to generate electromagnetic energy.

Follow some EMI reduction methods:

• Shielding:

• Distance: EMI Weakens with Distance.

– Distance Power and Signal Cables

 EMI

• Proper connections:

– Poor connections lead to EMI

• Different Power Supplies:

– Different power supplies for power and signal cable

• Proper power routing:

TOOLS USED BY A PC REPAIR TECHNICIAN
 TOOLS USED BY A PC REPAIR TECHNICIAN

• Every PC repair technician needs a handy toolbox with a few essential

tools.

• Several hardware and software tools can help you maintain a computer
and diagnose and repair computer problems

• Ground bracelet, ground mat, or antistatic gloves to protect against ESD

when working inside the computer case

• Flathead screwdriver, Phillips-head or crosshead screwdriver

• Software, including recovery CD or DVD for any OS you might work on.
 TOOLS USED BY A PC REPAIR TECHNICIAN

• Help you maintain a computer

• Help you diagnose and repair computer problems

• Criteria for choosing tools:

– Level of PC support you expected to provide

– Amount of money you can spend

• Some essential tools:

– Ground bracelet, ground mat, or ground gloves.

– Screwdriver sets

– Recovery CD, DVD, or bootable flash disk with targeted OS

• Store tools in toolbox for PC troubleshooting

 Hardware Tools

• ESD Tools: to mitigate a threat of static electricity.

• Hand Tools: include various screwdrivers, needle-nose pliers, hex

drivers, wire cutters, tweezers, part retriever, flashlight, Assorted flat-
blade screwdrivers, Assorted Phillips screwdrivers, Assorted small nut
drivers, Assorted small torx bit drivers, Diagonal pliers.

• Cleaning Tools: include soft cloth, compressed air can, cable ties, and
parts organizer.

• Diagnostic Tools: include digital multi-meter and network cable tester

• Other related tools include:

– Magnifying glass
– IC extractors
– Contact cleaner
 Software Tools

Disk Management Tools

•FDISK: used to create and delete partitions on a hard drive.

•Format: used to prepare a hard drive to store information.

•Scandisk or CHKDSK

•Defrag: used to optimize space on a hard drive to allow faster access to

programs and data

•Disk Cleanup: used to clear space on a hard drive by searching for files that
can be safely deleted

•System File Checker (SFC)

•Operating System Software

•Application Softwares
 Cont’d

• Protection Software Tools

• Windows Security Center

• Antivirus program

• Antispyware program

• Window Firewall program

• Organizational Tools
• Notes
• Journal
• History of repairs
• Internet Reference
 Proper Tool Use

• Safety in the workplace is everyone's responsibility.

• Before cleaning or repairing equipment, check to make sure that tools
are in good condition.
• Proper use of an antistatic wrist strap can prevent ESD damage to
computer components.
• CAUTION: Never wear an antistatic wrist strap if you are repairing a
monitor or CRT.
• Proper use of an antistatic mat transfers static electricity away from
equipment to a grounding point.
• Proper use of hand tools.
• Proper Use of Cleaning Materials.
• CAUTION: Before cleaning any device, turn it off and unplug the device
from the power source
 POST DIAGNOSTIC CARDS

• A POST diagnostic card, also called a POST card, or motherboard test

card, can be of great help to discover and report computer errors and
conflicts that occur when you first turn on a computer and before the
operating system is launched.

• The BIOS programs are stored on a special ROM (read-only memory)

chip; because these embedded programs are so closely tied to the
hardware, they are called firmware.

• When the computer is not receiving power, the firmware chip is powered
by a battery nearby so it does not lose the data it holds in the memory
on the chip, which is called CMOS RAM.
 Cont’d

• CMOS RAM holds the motherboard configuration or settings and

includes the computer date and time, power-on passwords, and which
devices to look to when the BIOS is searching for an operating system
(OS) to launch.

The motherboard BIOS serves three purposes:

• System BIOS manages essential devices (such as the keyboard,

mouse, hard drive, and monitor) before the OS is launched.

• Startup BIOS is used to start the computer.

• BIOS setup or CMOS setup is used to change the motherboard

configuration or settings.
Overview of Preventive Maintenance
 Preventive maintenance and Troubleshooting

• Preventive Maintenance :- is a regular and systematic inspection,

cleaning, and replacement of worn parts, materials, and systems.

• Preventive maintenance helps to prevent failure of parts, materials, and

systems by ensuring that they are in good working order.

• A good preventive maintenance program helps minimize failures.

• With fewer failures, there is less troubleshooting to do, thus saving an

organization time and money.

• Preventive maintenance can also include upgrading certain hardware or

software such as a hard drive that is making noise, upgrading memory
that is insufficient, or installing software updates for security or reliability
• Troubleshooting :- is a systematic approach to locating the cause of a
fault in a computer system.

• Troubleshooting is a learned skill. Not all troubleshooting processes are

the same, and technicians tend to refine their troubleshooting skills
based on knowledge and personal experience.
 The Purpose of Preventive Maintenance

• Reduce the possibility of hardware or software problems by

implementing a preventive maintenance plan based on at least two
factors:
– Computer location
– Computer use

• Benefits of Preventive Maintenance are:

– Reduced computer down time and repair costs.
– Increased data protection.
– Extended life of the components.
– Increased equipment stability.
– Reduces the number of equipment failures
 Cont’d

Preventive Maintenance can be divided into:

Hardware maintenance
•Check the condition of cables, components, and peripherals.
•Repair or replace any components that show signs of excess wear.
•Keep components clean to reduce the likelihood of overheating.

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

program:
•Remove dust from fan intakes.
•Remove dust from the power supply.
•Remove dust from components inside the computer.
•Clean the mouse and keyboard.
•Check and secure loose cables
 Cont’d

Software Maintenance

•Use the tasks listed as a guide to create a software maintenance schedule

that fits the needs of your computer equipment

 Verify current version.

 Review security, software, and driver updates.

 Update virus definition files.

 Scan for viruses and spyware.

 Remove unwanted programs.

 Scan hard drives for errors.

 Defragment hard drives

 Cont’d

• A computer exposed to a dusty environment, such as a construction

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

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

scanning and removal of malicious software or unwanted files.

• Document the routine maintenance tasks that must be performed on the

computer equipment and the frequency of each task.
 Steps of Troubleshooting Process

• Troubleshooting requires an organized and logical approach to

problems with computers and other components.

• A logical approach to troubleshooting allows you to eliminate variables in

a systematic order.

• Asking the right questions, testing the right hardware, and examining the
right data helps you understand the problem. This helps you form a
proposed solution to try.

• Troubleshooting is a skill that you will refine over time.

• Each time you solve another problem, you will increase your
troubleshooting skills by gaining more experience.

• You will learn how and when to combine, as well as skip, steps to reach
a solution quickly.
• The following troubleshooting process is a guideline that you can
modify to fit your needs.
Step Troubleshooting Process
1 Identify the Problem
2 Establish a Theory of Probable Cause

3 Test the Theory to Determine Cause

4 Establish a Plan of Action to Resolve the Problem

and Implement the Solution
5 Verify Full System Functionality and, if Applicable,
Implement Preventive Measures
6 Document Findings, Actions, and Outcomes

Caution: Before you begin troubleshooting problems, always follow the

necessary precautions to protect data on a computer. Some repairs,
such as replacing a hard drive or reinstalling an operating system, might
put the data on the computer at risk.
 Data Protection

• Before troubleshooting problems, always follow the necessary

precautions to protect data on a computer.

• If unsure that a backup has been done, do not attempt any

troubleshooting activities until the following are verified:

 Date of the last backup.

 Contents of the backup.

 Data integrity of the backup.

 Availability of all backup media for data restore.

• If no backup can be created, ask customer to sign a liability release form.

 Troubleshooting Process Steps

• Step 1 - Identify the problem

• During the troubleshooting process, gather as much information from the

customer as possible, but always be respectful.

• Use the following strategy during this step:

 Start by using open-ended questions to obtain general information.
 Continue using closed-ended (yes/no) questions to get relevant information.
 Document the responses in the work order and in the repair journal.
 Verify the customer’s description by gathering data from the computer using
applications such as:
 Event Viewer
 Device Manager
 Beep Codes
 BIOS Information and Diagnostic Tools
 Example

• Some example of open end questions?

– What problems are you experiencing with your computer or network?

– What software has been installed on your computer recently?

– What were you doing when the problem was identified?

– What hardware changes have recently been made to your computer?

– When did you log in to Network for the last time?

 Example

• Closed-Ended Questions

• These questions are intended to get the most relevant information in the
shortest time possible. Some examples of closed ended questions are:

– Has anyone else used your computer recently?

– Have you changed your password recently?

– Are you currently logged in to the network?

 Gather Data from the Computer – Event Viewer

• When system, user, or software errors occur on a computer, the Event

Viewer is updated with information about the errors:

• What problem occurred

• The date and time of the problem

• The severity of the problem

• The source of the problem

• Event ID number

• Which user was logged in when the problem occurred.

• Although this utility lists details about the error, you may still need to
research the solution.
 Gather Data from the Computer – Device Manager

• A flag of ! indicates the device is acting incorrectly.

• A flag of X indicates the device is disabled.

 Gather Data from the Computer - Cont.

• When troubleshooting, power on the computer and listen to the beep

code sequence.

• Document the beep code sequence and research the code to determine
the specific hardware failure.

• If the computer boots and stops after the POST, investigate the BIOS
settings to determine where to find the problem. Refer to the
motherboard manual to make sure that the BIOS settings are accurate.

• Conduct research to find software to use to diagnose and solve

problems. Often, manufacturers of system hardware provide diagnostic
tools of their own.
 Documenting Responses

• Write down anything that you think might be important for you or another
technician.

• Often, the small details can lead to the solution of a difficult or

complicated problem.

• It is now time to verify the customer’s description of the problem by

gathering data from the computer.
 Cont’d

Step 2 - Establish a theory of probable cause

•Create a list of the most common reasons why the error would occur.

•Start with the easiest or most obvious causes at the top.

Step 3 – Test the Theory to Determine cause

•Determine the exact cause by testing the theories of probable cause one
at a time, starting with the quickest and easiest.

•After identifying an exact cause of the problem, determine the steps to

resolve the problem.

•If the exact cause of the problem has not been determined after all
theories have been tested, establish a new theory of probable causes and
test it.
 Cont’d

Step 4 – Establish a Plan of Action to Resolve the Problem and Implement

the solution

•After the exact cause of the problem is determined, establish a plan of

action to resolve the problem and implement the solution.

•Sometimes quick procedures can determine the exact cause of the

problem or even correct the problem.

•If a quick procedure does not correct the problem, further research is
needed to establish the exact cause.

•Divide larger problems into smaller problems that can be analyzed and
solved individually.
 Cont’d

Step 5 – Verify Full System Functionality and, If Applicable, Implement

Preventive Measures.

•Verify full system functionality and implement any preventive measures if

needed.

•Ensure that you have not created another problem while repairing the
computer.
 Cont’d

Step 6 – Document Findings, Actions, and Outcomes

•Discuss the solution with the customer

•Have the customer confirm that the problem has been solved.

Document the process:

•Problem description

•Steps to resolve the problem

•Components used in the repair