Chapter 4 Overview of Preventive Maintenance PC Support & Repair Chapter 4 Overview of Preventive Maintenance 5 days

Objectives After completing this chapter, you will meet these objectives: Explain the purpose of preventive maintenance. Identify the steps of the troubleshooting process. Explain the purpose of data protection. Identify the problem. Establish a theory of probable causes. Test the theory to determine an exact cause. Establish a plan of action to resolve the problem and implement the solution. Verify full system functionality, and if applicable, implement preventive measures. Document findings, actions and outcomes.

Preventive Maintenance What is it? 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 condition. Be proactive! Troubleshooting is the systematic process used to locate the cause of a fault in a computer system and correct the relevant hardware and software issues. In this chapter, you will learn general guidelines for creating preventive maintenance programs and troubleshooting procedures. These guidelines are a starting point to help you develop your preventive maintenance and troubleshooting skills.

Preventive Maintenance Benefits What are they? Develop a plan & stick to it Computer location Computer in wood shop Needs cleaning more often Computer use High-traffic networks Document tasks you need to do & be proactive BENEFITS: Improves data protection Extends the life of the components Improves equipment stability Reduces the number of equipment failures Maintenance reduces problems!

Hardware Preventive Maintenance Clean components reduce overheating Replace components damaged or worn Name some tasks… Remove dust from fans. Remove dust from the power supply. Remove dust from the components inside the computer and peripheral equipment, such as printers. Clean the mouse, keyboard, and display. Check for and secure any loose cables. Visual inspection for condition of equipment, look for wear & tear Clean the case, clean monitor with wipes

Software Preventive Maintenance Name some… Review and install the appropriate security updates. Review and install the appropriate software updates. Review and install the appropriate driver updates. Update the virus definition files. Scan for viruses and spyware. Remove unwanted or unused programs. Scan hard drives for errors. Optimize (defragment) hard drives.

What’s important to keep clean?

How to Remove Dust Compressed Air ESD vacuum cleaner Lint-free cloth Hold can upright Hold fan blades ESD vacuum cleaner Remove dust from inside bottom of case Lint-free cloth Clean outside of case Always spray cleaner on cloth, not case UNPLUG!!!! Hold fan blades- prevents over-spinning & fan from spinning in wrong direction Regular cleaning also gives you a chance to inspect components for loose screws and connectors: Missing expansion slot covers that let dust, dirt, or living pests into the computer Loose or missing screws that secure adapter cards Loose or tangled cables that can pull free from the case and components What else would you inspect? CPU heat sink and fan assembly - Examine the CPU heat sink and fan assembly for dust buildup. Make sure that the fan can spin freely. Check that the fan power cable is secure. Check the fan while the power is on to see the fan turn. RAM connections - The RAM chips should be seated securely in the RAM slots. Sometimes the retaining clips can loosen. Reseat them, if necessary. Use compressed air to remove dust. Storage devices - Inspect all storage devices. All cables should be firmly connected. Check for loose, missing, or incorrectly set jumpers. A drive should not produce rattling, knocking, or grinding sounds. Read the manufacturer’s documentation to learn how to clean the optical drive and tape heads. You can buy laser lens cleaning kits for computer optical drives. Tape head cleaning kits are also available. Adapter cards - Adapter cards should be seated properly in their expansion slots. Loose cards can cause short circuits. Secure adapter cards with the retaining screw or clip to avoid having the cards come loose in their expansion slots. Use compressed air to remove dirt and dust on the adapter cards and the expansion slots. Screws - Loose screws can cause problems if they are not immediately fixed or removed. A loose screw in the case can cause a short circuit or roll into a position where the screw is hard to remove. Cables - Examine all cable connections. Look for broken and bent pins. Ensure that all connector retaining screws are finger-tight. Make sure cables are not crimped, pinched, or severely bent. Power devices - Inspect power strips, surge suppressors (surge protectors), and UPS devices. Make sure that there is proper and unobstructed ventilation. Replace the power device if it does not work properly. Keyboard and mouse - Use compressed air to clean the keyboard, mouse, and mouse sensor.

Basic Checklist of Maintenance Check CPU heat sink & fan assembly Check RAM Check Storage devices Check Adapter cards Check for loose Screws Check Cables Check Power devices Check Keyboard and mouse

Temperature & Humidity You can control these at your own place Don’t obstruct vents/airflow to internal components Keep room temperature between 45-90 degrees Keep humidity between 10-80%

Assignment Make a Preventive Maintenance Guide Each student will make a brochure or handout describing: A maintenance action and/or steps Materials/supplies needed Benefits How often it should be done Pictures of items/steps Clean LCD monitor, clean CRT monitor, clean keyboard, clean case, clean mouse, organize cables, cooling pad, clean CD/DVD drive, clean & take care of media, keeping cool & open around fans, no liquids, surge protector,

Troubleshooting Process 4.2

Troubleshooting Need an organized & logical approach A skill that will improve over time THIS IS IMPORTANT IN ORDER TO HELP THE CUSTOMER QUICKLY & EFFICIENTLY! Allows you to eliminate variables and identify causes of problems in a systematic order. Asking the right questions, testing the right hardware, and examining the right data helps you understand the problem and form a proposed solution.

Before You Work on a Computer… Back up their data or make sure it has been done You could be held liable Unsure if it was done? Check before you work! In business, backups are done routinely No backup & you can’t create one? Ask customer to sign a liability release form #1 or #2 Permission to work on computer without a current backup Release from liability if data is lost or corrupted Description of the work to be performed

Troubleshooting Process

Conversation Etiquette Ask direct questions to gather info Do not use industry jargon Do not talk down to the customer Do not insult the customer Do not accuse the customer of causing the problem

Step 1: Identify the Problem Ask open-ended questions Allow them to explain problem Ask closed-ended questions Yes or no DOCUMENT answers Open/Closed Quiz A

Open or Closed Ended?

Identify the Problem- Event Viewer Look at EVENT VIEWER 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 Handout & Look at Events on classroom computer

Identify the Problem- Device Manager Displays configured devices Device is not functioning No response/bad drivers ? Doesn’t know what driver to install Device disabled

Other Ways to ID Problems Beep codes BIOS info Task Manager Other diagnostic tools

Step 2: Theory of Possible Causes List easiest to hardest possible causes

Step 3: Test Theory to Determine Cause Test your theories, quickest & easiest first You may need to escalate Document what you tried

Step 4: Plan of Action & Implement Solution You determined the cause, now plan to solve & implement Try quick, easy stuff first May need to research answers

Step 5: Verify Functionality Make sure it works & you didn’t create another problem Have customer verify too

Step 6: Document Explain problem & solution to customer Verify with them it now works Document Description of the problem Steps to resolve the problem Components used in the repair

Videos First Help desk

Project Handout of common problems Read each situation List possible causes and solutions 4.2.2.1

Review- 16Q D A A & B C B

Summary This chapter discussed the concepts of preventive maintenance and the troubleshooting process. Regular preventive maintenance reduces hardware and software problems. Before beginning any repair, back up the data on a computer. The troubleshooting process is a guideline to help you solve computer problems in an efficient manner. Document everything that you try, even if it fails. The documentation that you create is a useful resource for you and other technicians.

Chapter 4 Overview of Preventive Maintenance PC Support & Repair Chapter 4 Overview of Preventive Maintenance