preventive computer maintenance. preventive maintenance regular and systematic inspection, cleaning,...
TRANSCRIPT
![Page 1: PREVENTIVE COMPUTER MAINTENANCE. Preventive Maintenance regular and systematic inspection, cleaning, and replacement of worn parts, materials, and systems](https://reader033.vdocument.in/reader033/viewer/2022061617/5697bfc11a28abf838ca46e5/html5/thumbnails/1.jpg)
PREVENTIVE COMPUTER MAINTENANCE
![Page 2: PREVENTIVE COMPUTER MAINTENANCE. Preventive Maintenance regular and systematic inspection, cleaning, and replacement of worn parts, materials, and systems](https://reader033.vdocument.in/reader033/viewer/2022061617/5697bfc11a28abf838ca46e5/html5/thumbnails/2.jpg)
Preventive Maintenance
• regular and systematic inspection, cleaning, and replacement of worn parts, materials, and systems
• helps to prevent failure of parts, materials, and systems by ensuring that they are in good working order
• can also include upgrading certain hardware or software such as a hard drive that us making noise, upgrading memory that is insufficient, or installing software updates for security or reliability
![Page 3: PREVENTIVE COMPUTER MAINTENANCE. Preventive Maintenance regular and systematic inspection, cleaning, and replacement of worn parts, materials, and systems](https://reader033.vdocument.in/reader033/viewer/2022061617/5697bfc11a28abf838ca46e5/html5/thumbnails/3.jpg)
Preventive Maintenance
BENEFITS:
• reduces the probability of hardware or software problems by systematically and periodically checking hardware and software to ensure proper operation
• extends life of the components
• increase equipment stability
![Page 4: PREVENTIVE COMPUTER MAINTENANCE. Preventive Maintenance regular and systematic inspection, cleaning, and replacement of worn parts, materials, and systems](https://reader033.vdocument.in/reader033/viewer/2022061617/5697bfc11a28abf838ca46e5/html5/thumbnails/4.jpg)
Troubleshooting
• systematic approach to locating the cause of a fault in a computer system
• 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
![Page 5: PREVENTIVE COMPUTER MAINTENANCE. Preventive Maintenance regular and systematic inspection, cleaning, and replacement of worn parts, materials, and systems](https://reader033.vdocument.in/reader033/viewer/2022061617/5697bfc11a28abf838ca46e5/html5/thumbnails/5.jpg)
Troubleshooting Process
1. Explain the purpose of data protection
2. Identify the problem
3. Establish a theory of probable causes
4. Test the theory to determine an exact cause
5. Establish a plan of action to resolve the problem and implement the solution
6. Verify full system functionality, and if applicable, implement preventive measures
7. Document findings, actions, and outcomes
![Page 6: PREVENTIVE COMPUTER MAINTENANCE. Preventive Maintenance regular and systematic inspection, cleaning, and replacement of worn parts, materials, and systems](https://reader033.vdocument.in/reader033/viewer/2022061617/5697bfc11a28abf838ca46e5/html5/thumbnails/6.jpg)
[ 1 ] explain the purpose of data protection
• Always follow the necessary precautions to protect data on a computer.
• Some repairs, such as replacing hard drive or reinstalling an operating system, might put the data on the computer at risk.
• Caution:
(a) You must protect data before beginning any work on a customer’s computer.
(b) If your work results in data loss for the customer, you could be held liable.
![Page 7: PREVENTIVE COMPUTER MAINTENANCE. Preventive Maintenance regular and systematic inspection, cleaning, and replacement of worn parts, materials, and systems](https://reader033.vdocument.in/reader033/viewer/2022061617/5697bfc11a28abf838ca46e5/html5/thumbnails/7.jpg)
DATA BACKUPIf you are unsure that a backup has been done, do not attempt any troubleshooting activities until you check with the customer…
• List of items to verify with the customer about data backups:
(a) date of last backup
(b) contents of the backup
(c) data integrity of the backup
(d) availability of all backup media for a data restore
[ 1 ] explain the purpose of data protection
![Page 8: PREVENTIVE COMPUTER MAINTENANCE. Preventive Maintenance regular and systematic inspection, cleaning, and replacement of worn parts, materials, and systems](https://reader033.vdocument.in/reader033/viewer/2022061617/5697bfc11a28abf838ca46e5/html5/thumbnails/8.jpg)
DATA BACKUP cont’d…If the customer does not have a current backup and you are not able to create one, you should ask the customer to sign a liability release form…
• A liability release form should contain at least the following information:
(a) permission to work on the computer without a current backup available
(b) release from liability if data is lost or corrupted
(c) description of the work to be performed
[ 1 ] explain the purpose of data protection
![Page 9: PREVENTIVE COMPUTER MAINTENANCE. Preventive Maintenance regular and systematic inspection, cleaning, and replacement of worn parts, materials, and systems](https://reader033.vdocument.in/reader033/viewer/2022061617/5697bfc11a28abf838ca46e5/html5/thumbnails/9.jpg)
Gather as much information from the customer as possible. The customer should provide you with the basic facts about the problem.
• List of some of the important information to gather from the customer:
• Customer Information Name, Address, Cellphone/ Phone Number
• Computer Hardware Specifications and Configuration Manufacturer and model, Operating System Information, etc.
• Description of the Problem Open-ended and Closed-ended questions
[ 2 ] identify the problem
![Page 10: PREVENTIVE COMPUTER MAINTENANCE. Preventive Maintenance regular and systematic inspection, cleaning, and replacement of worn parts, materials, and systems](https://reader033.vdocument.in/reader033/viewer/2022061617/5697bfc11a28abf838ca46e5/html5/thumbnails/10.jpg)
CONVERSATION ETIQUETTE
When you are talking to the customer, you should follow these guidelines..
• Ask direct questions to gather information.• Do not use industry jargon when talking to customers.• Do not insult the customer.• Do not accuse the customer of causing the problem.
[ 2 ] identify the problem (cont’d..)
![Page 11: PREVENTIVE COMPUTER MAINTENANCE. Preventive Maintenance regular and systematic inspection, cleaning, and replacement of worn parts, materials, and systems](https://reader033.vdocument.in/reader033/viewer/2022061617/5697bfc11a28abf838ca46e5/html5/thumbnails/11.jpg)
[ 2 ] identify the problem (cont’d..)
OPEN-ENDED QUESTIONS
Open-ended questions allow customers to explain the details of the problem in their own words. Some examples of open-ended questions are…
• What problems are you experiencing with your computer or network?
• What software has been installed on your computer recently?
• What were you doing when the problem was identified?
• What hardware changes have recently been made to your computer?
![Page 12: PREVENTIVE COMPUTER MAINTENANCE. Preventive Maintenance regular and systematic inspection, cleaning, and replacement of worn parts, materials, and systems](https://reader033.vdocument.in/reader033/viewer/2022061617/5697bfc11a28abf838ca46e5/html5/thumbnails/12.jpg)
[ 2 ] identify the problem (cont’d..)
CLOSED-ENDED QUESTIONS
Open-ended questions require a yes or no answer. 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?• Have you received any error messages on your
computer?• Are you currently logged in to the network?
![Page 13: PREVENTIVE COMPUTER MAINTENANCE. Preventive Maintenance regular and systematic inspection, cleaning, and replacement of worn parts, materials, and systems](https://reader033.vdocument.in/reader033/viewer/2022061617/5697bfc11a28abf838ca46e5/html5/thumbnails/13.jpg)
[ 2 ] identify the problem (cont’d..)
DOCUMENTING RESPONSES
• Document the information obtained from the customer in the work order and in the repair journal.
• Write down anything that you think might be important for you or another technician.
![Page 14: PREVENTIVE COMPUTER MAINTENANCE. Preventive Maintenance regular and systematic inspection, cleaning, and replacement of worn parts, materials, and systems](https://reader033.vdocument.in/reader033/viewer/2022061617/5697bfc11a28abf838ca46e5/html5/thumbnails/14.jpg)
[ 2 ] identify the problem (cont’d..)
VERIFICATION
Verify the customer’s description by gathering data from the computer by using application such as….
• Event Viewer• Device Manager• Beep Codes• BIOS Information• Diagnostic Tools
![Page 15: PREVENTIVE COMPUTER MAINTENANCE. Preventive Maintenance regular and systematic inspection, cleaning, and replacement of worn parts, materials, and systems](https://reader033.vdocument.in/reader033/viewer/2022061617/5697bfc11a28abf838ca46e5/html5/thumbnails/15.jpg)
[ 2 ] identify the problem (cont’d..)
VERIFICATION – EVENT VIEWER
When system, user, or software errors occur on a computer, Event Viewer is updated with information about the errors. It records the following information:
• 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
![Page 16: PREVENTIVE COMPUTER MAINTENANCE. Preventive Maintenance regular and systematic inspection, cleaning, and replacement of worn parts, materials, and systems](https://reader033.vdocument.in/reader033/viewer/2022061617/5697bfc11a28abf838ca46e5/html5/thumbnails/16.jpg)
[ 2 ] identify the problem (cont’d..)
VERIFICATION – DEVICE MANAGER
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.
• This type of error has a yellow circle with an exclamation point (!).
• If a device is disabled, it is flagged with a red circle and an ?.
• A yellow question mark (?) indicates that the hardware is not functioning properly because the system does not know which driver to install for the hardware.
![Page 17: PREVENTIVE COMPUTER MAINTENANCE. Preventive Maintenance regular and systematic inspection, cleaning, and replacement of worn parts, materials, and systems](https://reader033.vdocument.in/reader033/viewer/2022061617/5697bfc11a28abf838ca46e5/html5/thumbnails/17.jpg)
[ 2 ] identify the problem (cont’d..)
VERIFICATION – BEEP CODES
• Each BIOS manufacturer has a unique beep sequence for hardware failures.
• When troubleshooting, power on the computer and listen.
• Most computers emit one beep to indicate that the system is booting properly.
• If there is an error, you might hear multiple beeps. Document the beep code sequence.
![Page 18: PREVENTIVE COMPUTER MAINTENANCE. Preventive Maintenance regular and systematic inspection, cleaning, and replacement of worn parts, materials, and systems](https://reader033.vdocument.in/reader033/viewer/2022061617/5697bfc11a28abf838ca46e5/html5/thumbnails/18.jpg)
[ 2 ] identify the problem (cont’d..)
VERIFICATION – 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.
![Page 19: PREVENTIVE COMPUTER MAINTENANCE. Preventive Maintenance regular and systematic inspection, cleaning, and replacement of worn parts, materials, and systems](https://reader033.vdocument.in/reader033/viewer/2022061617/5697bfc11a28abf838ca46e5/html5/thumbnails/19.jpg)
[ 2 ] identify the problem (cont’d..)
VERIFICATION – DIAGNOSTIC TOOLS
• Conduct research to determine which software is available to help diagnose and solve problems.
![Page 20: PREVENTIVE COMPUTER MAINTENANCE. Preventive Maintenance regular and systematic inspection, cleaning, and replacement of worn parts, materials, and systems](https://reader033.vdocument.in/reader033/viewer/2022061617/5697bfc11a28abf838ca46e5/html5/thumbnails/20.jpg)
[ 3 ] establish a theory of probable cause
• 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.
![Page 21: PREVENTIVE COMPUTER MAINTENANCE. Preventive Maintenance regular and systematic inspection, cleaning, and replacement of worn parts, materials, and systems](https://reader033.vdocument.in/reader033/viewer/2022061617/5697bfc11a28abf838ca46e5/html5/thumbnails/21.jpg)
[ 3 ] establish a theory of probable cause cont’d…
Example: The computer is running terribly slowly, what would be the probable cause?
• Probable Cause: stole the RAM chip, low capacity of RAM, loaded HDD, virus/ malware program has taken over the computer
![Page 22: PREVENTIVE COMPUTER MAINTENANCE. Preventive Maintenance regular and systematic inspection, cleaning, and replacement of worn parts, materials, and systems](https://reader033.vdocument.in/reader033/viewer/2022061617/5697bfc11a28abf838ca46e5/html5/thumbnails/22.jpg)
[ 4 ] 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 the 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 cause and test it.
![Page 23: PREVENTIVE COMPUTER MAINTENANCE. Preventive Maintenance regular and systematic inspection, cleaning, and replacement of worn parts, materials, and systems](https://reader033.vdocument.in/reader033/viewer/2022061617/5697bfc11a28abf838ca46e5/html5/thumbnails/23.jpg)
[ 5 ] 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 6.
• 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.
![Page 24: PREVENTIVE COMPUTER MAINTENANCE. Preventive Maintenance regular and systematic inspection, cleaning, and replacement of worn parts, materials, and systems](https://reader033.vdocument.in/reader033/viewer/2022061617/5697bfc11a28abf838ca46e5/html5/thumbnails/24.jpg)
[ 5 ] implement the solution cont’d…
• When researching possible solutions for a problem, use the following sources of information:• Your own problem-solving experience• Other technicians• Internet search• Newgroups• Manufacturer FAQs• Computer manuals• Device manuals• Online forums• Technical websites
![Page 25: PREVENTIVE COMPUTER MAINTENANCE. Preventive Maintenance regular and systematic inspection, cleaning, and replacement of worn parts, materials, and systems](https://reader033.vdocument.in/reader033/viewer/2022061617/5697bfc11a28abf838ca46e5/html5/thumbnails/25.jpg)
[ 6 ] verify the 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.
![Page 26: PREVENTIVE COMPUTER MAINTENANCE. Preventive Maintenance regular and systematic inspection, cleaning, and replacement of worn parts, materials, and systems](https://reader033.vdocument.in/reader033/viewer/2022061617/5697bfc11a28abf838ca46e5/html5/thumbnails/26.jpg)
[ 7 ] Document Findings
• Discuss the solution with the customer.
• Have the customer confirm that the problem has been solved.
• Document the process:• Description of the Problem• Steps to resolve the problem• Components used in the repair
![Page 27: PREVENTIVE COMPUTER MAINTENANCE. Preventive Maintenance regular and systematic inspection, cleaning, and replacement of worn parts, materials, and systems](https://reader033.vdocument.in/reader033/viewer/2022061617/5697bfc11a28abf838ca46e5/html5/thumbnails/27.jpg)
![Page 28: PREVENTIVE COMPUTER MAINTENANCE. Preventive Maintenance regular and systematic inspection, cleaning, and replacement of worn parts, materials, and systems](https://reader033.vdocument.in/reader033/viewer/2022061617/5697bfc11a28abf838ca46e5/html5/thumbnails/28.jpg)
Hardware Maintenance
• Remove dust from fan intakes• Remove dust from power supply• Remove dust from components inside the computer• Clean mouse and keyboard• Check and secure any loose cables
![Page 29: PREVENTIVE COMPUTER MAINTENANCE. Preventive Maintenance regular and systematic inspection, cleaning, and replacement of worn parts, materials, and systems](https://reader033.vdocument.in/reader033/viewer/2022061617/5697bfc11a28abf838ca46e5/html5/thumbnails/29.jpg)
Software Maintenance
• Review security updates• Review software updates• Review driver updates• Update virus definition files• Scan for viruses and spyware• Remove unwanted programs• Scan hard drives fro errors• Defragment hard drives
![Page 30: PREVENTIVE COMPUTER MAINTENANCE. Preventive Maintenance regular and systematic inspection, cleaning, and replacement of worn parts, materials, and systems](https://reader033.vdocument.in/reader033/viewer/2022061617/5697bfc11a28abf838ca46e5/html5/thumbnails/30.jpg)
Assignment
• Research at least one Windows Computer Diagnostic Tool.