Chapter 1: computer maintenance and troubleshooting
- 1. Chapter 1 COMPUTER MAINTENANCE AND TECHNICAL SUPPORT 1 Computer maintenance and troubleshooting
- 2. Chapter Outline General concepts about PC and technical support Laboratory procedures and maintenance tools Static energy and its effect on computers Safety rules Preventive maintenance and troubleshooting 2
- 3. General concepts about PC and technical support Computer system consists of hardware and software components The tangible parts that make up the computer are called “Hardware” and “Software” is a set of instructions that tells computer hardware what to do. We can use the generic term computer program to refer any piece of software Some software are specially designed for the primary functions of the computer to manage its operations while some software are designed for the users to get their work done. E.g. To prepare a presentation(Application Software). 3
- 4. Cont.… Computer hardware is the physical part of the computer that you can see, you use and the parts you can touch we can divide computer hardware into four: Input Device(Mouse, Keyboard, screen) Central Processing Unit (CPU) Storage Device(HDD, USB) Output Device(monitor, LCD) For integrate all this components we have motherboard 4
- 5. Cont.… System software Operating system Language software Utility software Application software • Word Processing • Adobe Photoshop • Database Management system (DBMS) • Presentation Graphics • etc 5
- 6. Lab Procedures and maintenance tools Injury prevention is everyone’s responsibility. Stay alert to situations that could result in an injury. Developing and using safe work practices is by far the best method for preventing injuries in the workplace. In order to best prevent injury, follow these simple rules at all times ◦ Follow all national, industry, and workplace safety rules. ◦ Be alert and be awake. A tired worker can be a danger to one’s self and others. Training is essential when working with electricity, power tools, or any other potentially hazardous equipment. 6
- 7. Cont.… Use safety equipment, Protect people from injury, Protect equipment from damage Many back injuries are caused by people bending over to lift a heavy object. The work place is never the place for drugs or alcohol. Always act professionally. Clowning around or playing practical jokes can result in injury. Stay current on issues related to safety and health in the workplace. 7
- 8. Identify hardware tools and their purpose Specialized Tools Identify tools and software used with personal computer components and their purposes. For every job there is the right tool. Make sure that you are familiar with the correct use of each tool and that the right tool is used for the current task. Skilled use of tools and software makes the job less difficult and ensures that tasks are performed properly and safely. 8
- 9. Workspace The first order of business when working on any type of electronic equipment is to prepare a proper work area. You need a clear, flat workspace on which to rest the device. Make sure that your workspace is large enough to accommodate the work piece. Confirm that you have an adequate number of power receptacles to handle all the equipment you may need. Try to locate your workspace in a low-traffic area Good lighting is a prerequisite for the work area because the technician must be able to see small details, such as part numbers, cracked circuit foils, and solder splashes. An adjustable lamp with a shade is preferable 9
- 10. Organizational Aids Because some troubleshooting problems may require more than one session, it is a good idea to have some organizational aids in-hand before you begin to disassemble any piece of equipment. The following list identifies some of the organizational aids you need: A parts organizer to keep track of small parts, such as screws and connectors, you may remove from the device A roll of athletic or masking tape. You can use the tape to make tags and labels to help identify parts, where they go, and how they are connected in the circuit A small note, used to write the step we use for our activity 10
- 11. Organizational Aid tools and purpose Organizational Tools Document all services and repairs The documentation can then be used as reference material for similar problems Personal reference tools Notes – Make notes as you go through the investigation and repair process Journal – Document the upgrades and repairs that you perform. The documentation should include descriptions of the problem, possible solutions to correct the problem, and the steps taken to repair the problem 11
- 12. Diagnostic and Repair Tools Anyone who wants to work on any type of equipment must have the proper tools for the task Hand Tools The well-prepared technician’s toolkit should contain Screwdrivers (flat blade, Philips, torx,), needle-nose pliers, wire cutters, air compressor, soldering Irun tweezers, flashlight, Multimeter… Other related tools include Magnifying glass Foam swabs etc.. 12
- 13. Identify software tools and their purpose Software Tools Bootable disk The best diagnostic tool for DOS machines is bootable disk. Diagnostic and configuration programs can be loaded to those disk System File Checker utility that scans the operating system critical files and replaces any files that are corrupted Disk Management system utility used to manage hard drives and partitions Protection Software Windows Security Center or latest version Antivirus Program (AVG, Avira, McAfee, etc…) Spyware Remover 13
- 14. Static energy and its effects on computer Electrostatic discharge (ESD), Commonly known as static electricity, is an electrical charge at rest A stationary charge of electricity normally caused by friction and potentially very damaging to sensitive electronic components. It can be a serious problem in environments of low humidity. If You touch a chip on an expansion card or motherboard, damage the chip with ESD, and never feel, hear, or see the discharge. The usual symptom is in the form of a parity-check (memory) error or a totally locks up system 14
- 15. Cont.… To protect the computer against ESD, always ground yourself before touching electronic components, including the hard drive, motherboard, expansion cards, processors, and memory modules. You can ground yourself and the computer parts by using Antistatic gloves. You can purchase antistatic gloves designed to prevent an ESD discharge between you and a device as you pick it up and handle it A ground bracelet, 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. 15
- 16. Safety rules Electrical Precautions Unplug the power cable! Don't just turn it off and think that's enough Disconnect all external cables from the PC before opening it up. Stay out of the power supply unless you know what you are doing Use ESD rules when working with Monitors Watch out for components being left inside the box. Dropping a screw inside your case can be a hazard if it isn't removed before the power is applied 16
- 17. Cont.… Mechanical Precautions Make sure you have a large, flat area to work on. That will minimize the chance of components falling, getting bent, or getting lost. Don't tighten screws too far or you may strip them or make it impossible to loosen them later Data Precautions Back up your sensitive data before you open the box, even if the work you are doing seems "simple". Make a copy of your system's BIOS settings before doing any major work or changing anything in the BIOS. 17
- 18. Cont.… Electrostatic Discharge Precautions Work at a static-safe station or use a commercial grounding strap System must be plugged into a properly grounded three-wire outlet. Safety with Children Electrical devices must be put out of reach of children or must be supervised The damage is to both the children as well as to the equipment Other safety rules Use UPS (Uninterruptible power supply) to keep equipment running during power failure. 18
- 19. Preventive maintenance and troubleshooting Prevent certain computer problems from occurring The more preventive maintenance you do initially, the fewer problems you are likely to have later and the less troubleshooting and repair you will have to do. Preventive maintenance is required To protect the computer, To extend the life of the components, And to protect the data Increased equipment stability Reduced computer down time and repair cost 19
- 20. Cont.… Preventive maintenance is divided into Hardware and Software Preventive maintenance Hardware Preventive Maintenance Make sure that the hardware is operating properly and protected Repair or replace any components that show signs of abuse or excess wear. Place the computer on safe place Use undamaged power cables to prevent electric shock and shortness Do not place any liquid around your PC Use perfect power adapters and outlets 20
- 21. Cont.… Do not defeat the safety feature of three-prong power plugs by using two-prong adapters Clean dust from your PC and Equipment's periodically Before cleaning around the computer with liquids, make certain to unplug all power connections to the system, and its peripherals Schedule Preventive Maintenance Keep components clean in order to reduce the likelihood of overheating 21
- 22. Cont.... Software Preventive Maintenance Verify that the installed software is up to date (latest version) Follow the policies of the organization when installing security updates, operating system updates, and program updates. Many organizations do not allow updates until extensive testing has been completed. This testing is done to confirm that the update will not cause problems with the operating system and software. 22
- 23. Cont.… Review security updates. Review software updates. Review driver updates. Update virus definition files. Scan for viruses and spyware. Remove unwanted programs. Scan hard drives for errors. Defragment hard drives. Remove cache from your browser 23
- 24. Troubleshooting process steps Step 1 - Identify the problem During the troubleshooting process, gather as much information from the customer as possible, but always respectfully. Use the following strategy during this step: 1. Start by using open-ended questions to obtain general information. 2. Continue using closed-ended (yes/no) questions to get relevant information. 3. Then document the responses in the work order and in the repair journal. 4. And lastly, verify the customer’s description by gathering data from the computer by using applications such as 24
- 25. Event Viewer When system, user, or software errors occur on a computer, the Event Viewer is updated with information about the errors. The Event Viewer application records the following information about the problem: What problem occurred Date and time of the problem Severity of the problem Source of the problem Event ID number Which user was logged in when the problem occurred Although the Event Viewer lists details about the error, you might need to further research the solution 25
- 26. Device Manager The Device Manager displays all of the devices that are configured on a computer. Any device that the operating system determines to be acting incorrectly is flagged with an error icon. 26
- 27. Beep Codes Each BIOS manufacturer has a unique beep sequence for hardware failures. When troubleshooting, power on the computer and listen. As the system proceeds through the POST (Power-On-Self-Test), most computers emit one beep to indicate that the system is booting properly. If there is an error, you might hear multiple beeps 27
- 28. BIOS Information: If the computer boots and stops after the POST, investigate the BIOS settings to determine where to find the problem A device might not be detected or configured properly. Refer to the motherboard manual to make sure that the BIOS settings are accurate 28
- 29. Diagnostic Tools Conduct research to determine which software is available to help diagnose and solve problems. There are many programs available that can help you troubleshoot hardware. Often, manufacturers of system hardware provide diagnostic tools of their own. For instance, a hard drive manufacturer, might provide a tool that you can use to boot the computer and diagnose why the hard drive does not boot Windows 29
- 30. Cont.… Step 2 - Establish a theory of probable causes Create a list of the most common reasons why the error would occur. List the easiest or most obvious causes at the top with the more complex causes at the bottom 30
- 31. Cont.…. Step 3 – Determine an exact cause Determine the exact cause by testing the theories of probable causes 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 you have tested all your theories, establish a new theory of probable causes and test it. 31
- 32. Cont.… Step 4 – Implement the solution Sometimes quick procedures can determine the exact cause of the problem or even correct the problem. If it does, you can go to step 5. If a quick procedure does not correct the problem, you might need to research the problem further to establish the exact cause. Divide larger problems into smaller problems that can be analyzed and solved individually. 32
- 33. Cont.… Step 5 – Verify solution and full system functionality Verify full system functionality and implement any preventive measures if needed. Ensures that you have not created another problem while repairing the computer 33
- 34. Cont.… Step 6 – Document findings 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 34