2. Objectives
⢠Learn about tools youâll need as a PC support
technician
⢠Learn how to develop a preventive maintenance plan
and what to include in it
⢠Learn how to work inside a computer case
⢠Learn what happens when you first turn on a PC
before the OS is loaded
3. Objectives (continued)
⢠Learn how to approach and solve a PC problem
⢠Learn how to troubleshoot a failed boot before the
OS is loaded
4. Introduction
⢠Basic repair skills
â Developing a maintenance plan
â Implementing a maintenance plan
â Working inside a computer case
â Following sequence of events that occur at startup
⢠Advanced repair skills
â Using common-sense guidelines to solve problems
â Interviewing a user
â Determining if a problem occurs before or after boot
â Troubleshooting and solving a problem of a failed boot
5. PC Support Technician Tools
⢠Help you maintain a computer
⢠Help you diagnose and repair computer problems
⢠Criteria for choosing tools:
â Level of PC support you expect to provide
â Amount of money you can spend
⢠Some essential tools:
â Ground bracelet, ground mat, or ground gloves
â Torx screwdriver set
â Recovery CD, DVD, or floppy disk for target OS
⢠Store tools in toolbox for PC troubleshooting
7. Recovery CDs
⢠Used to boot a system
⢠Also used to repair and reinstall Windows
⢠Primary recovery CD sources
â PC manufacturer (preferred)
â Operating system distributor, such as Microsoft
⢠Some hard drives have a hidden recovery partitions
â A hidden partition can be used to reinstall Windows
â A utility for creating recovery CDs may be provided
â Access hidden utilities by pressing a Fn key at startup
8. Figure 2-2 Windows Setup CD and Windows Recovery CDs
for a notebook computer
9. Loop-Back Plugs
⢠Used to test various ports
â Some port types: serial, parallel, USB, network
⢠How to use a loop-back plug
â Plug in the loop-back plug
â Run the software that comes with the plug
11. Cleaning Pads and Solutions
⢠Various types are designed for specific uses
⢠Example: contact cleaner
â Cleans contacts on expansion cards
⢠Warning: solutions may be flammable and/or toxic
⢠Sources of safety and emergency instructions:
â Side of the can of solution
â Material safety data sheet (MSDS)
⢠Adhere to safety procedures of your employer
â Example: fill out an accident report (if required)
12. Figure 2-5 Each chemical you use should have available
a material safety data sheet
13. Post Diagnostic Cards
⢠Report computer errors and conflicts at POST
⢠How to use a POST diagnostic card:
â Install card in an expansion slot on the motherboard
â Attempt to boot your system
â Record any error codes appearing in LED panel
â Look up the entry associated with the error code
⢠Examples of Post diagnostic cards:
â PCI Error Testing/Debug Card by Winic Corporation
â POST card V3 by Unicore Software, Inc.
â Post Code Master by MSD, Inc.
15. Personal Computer Preventive
Maintenance
⢠Preventive maintenance reduces number of problems
⢠Goals of preventive maintenance plans:
â Prevent failures
â Reduce repair costs
â Reduce downtimes
⢠Goal of disaster recovery plan: manage failures
⢠Some causes of PC failure: heat, dust, spills, viruses
16. When a PC is your Permanent
Responsibility
⢠Tasks and procedures to prepare for troubleshooting
â Keep good backups of data and system files
â Document all setup changes, problems, and solutions
â Protect the system against viruses and other attacks
⢠Always use a firewall (software or hardware barrier)
⢠Install and run antivirus software
⢠Keep Windows Updates current
â Physically protect your equipment
17. Figure 2-9 Configure antivirus software to scan e-mail and
instant message attachments and to download updates
automatically
18. Creating a Preventive Maintenance
Plan
⢠Plan based on history or pattern of malfunctions
â Example: PCs in dusty areas need more maintenance
⢠Goals common to maintenance plans
â Extend the working life of a PC
â Anticipate problems that could disrupt service
â Ensure data is secure and backed up
â Provide support to PC users
⢠Basic steps involved in designing a plan
â Define your overall goals
â Incorporate procedures for achieving goals
19. Dealing with Dust
⢠Dust accumulates in layers over components
⢠Two major problems due to dust blankets
â PC components directly overheat
â Cooling fans jam, also resulting in overheating
⢠Maintenance task: remove the layer of dust
⢠Two tools used to remove dust:
â Antistatic vacuum
â Compressed air
20. Preparing a Computer for Shipping
⢠Adverse factors to consider:
â Rough handling
â Exposure to water, heat, and cold
â Misplacement or theft of computer
⢠Some shipping guidelines to follow:
â Backup the hard drive onto a backup medium
â Remove inserted disks, tape cartridges, or CDs
â Coil and secure all external cords
â Separately wrap hardware components
â Purchase insurance on the shipment
21. Disposing of Used Equipment
⢠Various guidelines for disposing of equipment:
â Table 2-2
â Manufacturer documentation
â Local environmental regulators
⢠Danger posed by monitors and power supplies
â Residual charge in capacitors can cause shock
â Modern devices discharge if unplugged for 60 minutes
â Older devices may require discharge with a probe
⢠Destroy secondary storage devices with sensitive data
23. How to Work Inside a Computer Case
⢠Objective: dismantle a computer, put it back together
⢠Some safety precautions to follow:
â Make notes that will help you backtrack
â Keep screws and spacers orderly
â Do not stack boards on top of each other
â Do not touch the chips on circuit boards
â Do not use a graphite pencil to change DIP settings
â Turn off the power, unplug and ground the computer
â Do not remove covers of monitors or power supplies
â Keep components away from hair and clothing
24. Static Electricity
⢠Build-up of charge due to absence of conductors
⢠Electrostatic discharge (ESD)
â Due to dissimilar electrical surfaces making contact
â Only 10 volts of ESD can damage PC components
â Walking across carpet generates up to 12,000 volts
⢠Two types of damage: catastrophic and upset failure
⢠Tool and methods for grounding yourself and the PC
â Ground bracelet, ground mats, static shielding bags,
antistatic gloves
⢠If working inside a monitor, do not ground yourself
25. Figure 2-13 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
26. Steps to Take Apart a Computer
⢠Essential tools:
â Ground bracelet
â Phillips-head screwdriver
â Flat-head screwdriver, paper, and pen
⢠Follow safety precautions at all times
⢠Summary of Steps 1 - 4
â 1. Enter CMOS and write down customized settings
â 2. Power down the system, unplug all components
â 3. Put the computer on a good-sized table
â 4. Remove the cover of the PC
28. Steps to Take Apart a Computer
(continued)
⢠Summary of steps 5 - 11
â 5. Diagram cable connections and switch settings
â 6. Identify cables connecting drives to motherboard
â 7. Remove the cables to all drives
â 8. Remove the expansion cards
â 9. Remove the motherboard (or drives)
â 10. Remove the power supply from the case
â 11. Remove each drive (if not already removed)
30. Steps to Put a Computer Back
Together
⢠1. Install power supply, drives, motherboard, cards
⢠2. Connect all data and power cables
⢠3. Plug in the keyboard, monitor, and mouse
⢠4. Ask instructor to check work (if in a classroom)
⢠5. Turn on the power and check PC functions
31. Understanding the Boot Process
⢠Key learning objectives
â Know how to boot a PC
â Understand what happens first when a PC is turned on
â Understand how an operating system is loaded
32. Booting a Computer
⢠Process that drives a computer to a working state
⢠Hard (cold) boot: turn the power switch on
⢠Soft (warm) boot: allow the OS to reboot
⢠How to soft boot Windows XP
â Click Start
â Click Turn Off Computer
â Click Restart
33. Choosing Between a Hard Boot and a
Soft Boot
⢠Hard boots are more stressful on machines
â Power surges through system when PC is turned on
⢠Reasons to choose a soft boot over hard boot
â Less stressful on the machine
â Faster due to skipping initial steps
⢠Some computers have a soft and hard power switch
â Soft power switch shuts down and restarts Windows
â Hard power switch cuts power and restarts machine
34. The Startup BIOS Controls the
Beginning of the Boot
⢠The startup BIOS gets a system up and running
⢠Four phases of the boot process:
â BIOS runs the POST and assigns system resources
⢠POST: power-on self test
â BIOS searches for and loads an OS
â OS configures system and completes its own loading
â Application software is loaded and executed
35. Figure 2-40 Boot Step 1: The ROM BIOS startup program surveys
hardware resources and needs and assigns system resources to satisfy
those needs
36. Changing the Boot Sequence
⢠BIOS looks to CMOS RAM to locate the OS
⢠Boot sequence: order of drives checked for an OS
⢠Change boot sequence using CMOS setup utilities
⢠Access CMOS setup utilities when PC is turned on
â Example: press F8 before Windows screen appears
37. Figure 2-42 Numbered steps show how BIOS searches for and begins to load
an operating system (in this example, Windows NT/2000/XP is the OS)
38. How to Troubleshoot a PC Problem
⢠Assume the attitude of an investigator
⢠Do not compound the problem by your own actions
⢠Look at the problem as a learning opportunity
⢠Ask questions until you understand the problem
⢠Believe that you can solve the problem
39. Steps to Solving a PC Problem
⢠Key advice:
â Ask good questions
â Document the process
⢠Four-step problem solving process:
â Step 1: Interview the user
â Step 2: Back up data
â Step 3: Solve the problem
â Step 4: Verify the fix and document the solution
41. Troubleshooting a Failed Boot
⢠It takes time to acquire troubleshooting skills
⢠Hands-on training: troubleshooting a failed boot
42. My Computer Wonât Boot
⢠First step: maintain your calm
⢠Second step: develop a game plan
⢠Figure 2-45 provides a procedure
â Plan is driven by a set of yes-no questions
â Example: Does the PC boot properly?
⢠If no, troubleshooter is directed to another question
⢠If yes, troubleshooter is directed to stop (for now)
43. Figure 2-45 Use this flowchart when first facing a computer problem
44. Troubleshooting Major Subsystems
Used For Booting
⢠Categories of troubleshooting steps in Figure 2-45
â The electrical subsystem
â Essential hardware devices
⢠The motherboard, memory, and the CPU
â Video
â Reading from the hard drive
⢠Key aides: tables identifying error codes
46. Summary
⢠Some PC repair tools: recovery CDs, screwdrivers,
POST, cleaning pads and solutions, diagnostic cards
⢠Preventive maintenance plans extend the life of a PC
⢠Follow an organizationâs preventive maintenance
plan, or develop one if it does not exist
⢠Computers present chemical and electrical hazards
⢠Protect components in case from ESD by grounding
yourself and the PC
47. Summary (continued)
⢠Assembling and reassembling a PC prepares the
technician for actual repair work
⢠Startup BIOS controls when the boot process begins
⢠Four step boot process: POST, loading the OS, OS
initializing itself, loading and executing applications
⢠Expert troubleshooters ask good questions
⢠Before tackling a problem, develop a game plan