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

2. 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.

3. 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.

4. Benefits of Preventive Maintenance
Develop a plan based on:
Computer location
Computer in wood shop needs cleaning more often
Computer use
High-traffic networks
Document tasks you need to do & how often
Be proactive w/ regular maintenance
Preventive maintenance also offers these benefits:
Improves data protection
Extends the life of the components
Improves equipment stability
Reduces the number of equipment failures
Maintenance reduces problems!

5. Hardware Preventive Maintenance Tasks
Check condition of cables, components & peripherals
Clean components reduce overheating
Repair or replace components damaged or worn
What tasks would you have in your plan?
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

6. Software Preventive Maintenance Tasks
Verify software is current
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 (defrag) hard drives
Check with organization for policies about updates. Some do not update immediately. They need to test the updates to make sure the update will not mess anything up.

7. Keep it clean!

8. Clean Case and Components
Dust outside of case can travel inside through fans
Dust prevents air flow and reduces cooling
Hot components can break down
Keep these clean:
Heat sink and fan
RAM
Adapter cards
Motherboard
Fans
Power supply
Internal drives
Regularly cleaned (or replaced) air filters in the building in which the computer is used will significantly reduce the amount of dust in the air.

9. How to Remove Dust Compressed Air ESD vacuum cleaner Lint-free cloth
Hold can upright
Hold fan blades
ESD vacuum cleaner
Use to pull in dust from compressed air
Remove dust from inside bottom of case
Lint-free cloth
Clean outside of case
Always spray cleaner on cloth, not case
UNPLUG FIRST!!!!
Hold fan blades- prevents over-spinning & fan from spinning in wrong direction
Missing expansion slot covers that let dust, dirt, or living pests into the computer
Regular cleaning also gives you a chance to inspect components for loose screws and connectors:
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.

10. Inspect Internal Components
Check CPU heat sink & fan assembly- no dust, fan can spin, power cables plugged in
Check RAM- seated securely, no dust
Check Storage devices- cables connected, no noises
Check Adapter cards- seated properly, screwed in, no dust
Check for loose Screws- can cause short circuit
Check Cables- look for broken/bent pins, no bent or crimped cables
Check Power devices – power strips/surge/UPS, good ventilation
Check Keyboard and mouse- compressed air, wipes

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

12. Project Make a Preventive Maintenance Scavenger Hunt Presentation
Two teams
Each team will find issues on school PCs and fix them
The maintenance action and/or steps
Materials/supplies needed
How often it should be done
Pictures of before & after
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,

13. Troubleshooting Process
4.2

14. 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.

15. 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

16. Troubleshooting Process

17. 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

18. Step 1: Identify the Problem
Gather information
Ask open-ended questions
Allow them to explain problem
Ask closed-ended questions
Yes or no
DOCUMENT answers
Open/Closed Quiz
Question the user and identify user changes to computer and perform backups before making changes.
PROBLEM: COMPUTER WON’T TURN ON

19. Activity- Open or Closed Ended?

20. Identify the Problem- Use 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

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

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

23. Step 2: Theory of Possible Causes
List easiest to hardest possible causes
Question the obvious.
Once you have determined what the problem is, you need to develop a theory as to why it is happening. No video? It could be something to do with the monitor or the video card. Can’t get to your favorite website? Is it that site? Is it your network card, the cable, your IP address, DNS server settings, or something else? Once you have defined the problem, establishing a theory about the cause of the problem—what is wrong—helps you develop possible solutions to the problem.
POSSIBLE THEORY: PC NOT PLUGGED INTO AC OUTLET

24. Step 3: Test Theory to Determine Cause
Test your theories, quickest & easiest first
You may need to escalate
Document what you tried
If it works, great! If not, go back to step 2 and test again.
Is it plugged in?
Is it turned on?
Do the chips and cables need to be reseated?
Is it user error?
It’s amazing how often a simple computer restart can solve a problem.
If escalating- note what you attempted.
PLUG PC IN THE AC OUTLET.

25. 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
PLUG IT IN. MANY PROBLEMS ARE MORE COMPLICATED. COULD BE A LOOSE OUTLET AND YOU NEED TO CALL AN ELECTRICIAN.

26. Step 5: Verify Functionality
Make sure it works & you didn’t create another problem
Have customer verify too
TEST THE SOLUTION. MAKE SURE PC WORKS.
IMPLEMENT PREVENTIVE MAINTENANCE IF POSSIBLE.

27. 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

28. Videos
First Help desk

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

30. Review- 16Q D A
A & B C B

31. 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.

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