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

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.

Hardware Preventive Maintenance Clean components reduce overheating Replace components damaged or worn Name some tasks… Remove dust from fans, dust from inside pc, clean mouse, clean keyboard, check for loose cables, visual inspection for condition of equipment, look for wear & tear, inspect area around the outside for possible spill problems, heat vents, clean the case, clean monitor with wipes, clean expansion card slots,

Software Preventive Maintenance Name some… Is software current, check software & security updates, update anti-virus software, run AV check, remove unwanted or unused programs, defrag non-SSD hard drives, driver updates

Preventive Maintenance Benefits What are they? Develop a plan & stick to it Computer environment Computer in wood shop Needs cleaning more often Computer use High-traffic networks Document! Maintenance reduces problems! Protect data, extend the life if equipment, reduce repair costs, reduce equipment failures

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 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

Basic Checklist of Maintenance CPU heat sink & fan assembly Examine for dust buildup Make sure fan can spin freely Check that fan power cable is secure Check to see the fan turn RAM connections RAM chips should be seated securely Use compressed air to remove dust 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 Buy laser lens cleaning kits for optical drives Adapter cards Should be seated in expansion slots Secure adapter cards with the screw Use compressed air to remove dirt and dust on the adapter cards and the slots Screws 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 for broken and bent pins Make sure cables are not crimped, pinched, or severely bent Power devices Make sure that there is proper & unobstructed ventilation Keyboard and mouse Use compressed air to clean the keyboard, mouse, and mouse sensor

Assignment Make a Preventive Maintenance Guide Each student will use Word to make a handout describing: A maintenance action/steps Materials/supplies Benefits How often Pictures 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,

Review- Q

Troubleshooting An approach to finding a problem A skill that will improve over time THIS IS IMPORTANT IN ORDER TO HELP THE CUSTOMER QUICKLY & EFFICIENTLY!

Before You Work on a Computer… Back up their data or make sure it has been done You could be held liable Check when, & if it actually was done correctly In business, backups are done routinely Ask customer to sign a liability release form A liability release form should contain at least the following information: 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? Have you ever used a computer? What did you like about your last position? How long did it take to become proficient in your current role? Why did you apply for your current position? When did you graduate from school? Which do you most like to do in your spare time, watch TV, or read a good book? What kind of boss do you work for, one who is controlling or one who lets you do your own thing? What did you do the last time someone didn’t like an idea you were proposing? Do you like exercising? What route do you take to get into work?

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

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

Step 4: Plan of Action & Implement Solution Get a plan to solve Implement Try quick, easy stuff first May need to research answers

Step 5: Verify Solution Make sure it works Have customer verify too

Step 6: Document Tell customer the problem & solution 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

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