IT Essentials Update session
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|[pic] |Cisco Networking Academy program |
|Title Slide |IT Essentials: PC Hardware and Software v4.0 |
| |Chapter 4: Basics of Preventive Maintenance and Troubleshooting |
| | |
|[pic] |Slide 2 – Purpose of this Presentation |
|Slide 2 |The purpose of this PowerPoint is to provide to instructors an overview of ITE PC v4.0 Chapter 4, including|
| |the following: |
| |List of chapter objectives |
| |Overview of the chapter contents, including student activities included in the course content and some |
| |potential student misconceptions |
| |Reflection/Activities for instructors to complete to prepare to teach |
| |Additional resources |
| | |
|[pic] |Slide 3 – Chapter 4 Objectives |
|Slide 3 |The purpose of this chapter is to introduce preventive maintenance and the troubleshooting process. Upon |
| |completion of this Chapter, students will be able to perform tasks related to: |
| |4.1 Explain the purpose of preventive maintenance |
| |4.2 Identify the steps of the troubleshooting process |
| | |
|[pic] |Slide 4 – Chapter 4 Worksheets, Labs, and Activities |
|Slide 4 |There are no labs or worksheets in this chapter. |
| |4.2.7 Activity: Troubleshooting Process (Put into sequence the steps of the troubleshooting process.) |
| |Slide 5 – The Purpose of Preventive Maintenance |
|[pic] |4.1 Explain the purpose of preventive maintenance |
|Slide 5 |Preventive maintenance is used to reduce the likelihood of hardware or software problems by systematically |
| |and periodically checking hardware and software to ensure proper operation. |
| | |
| |Teaching Strategy: The purpose of preventive maintenance is to prevent problems pro-actively. A regular |
| |schedule of preventive maintenance allows you to perform many actions that will keep problems from |
| |developing. It also allows you to choose the time and place of equipment servicing rather than the |
| |occurrence of failures dictating when these activities are performed. |
| | |
| |To protect the computer, extend the life of the components, and protect the data, proper preventive |
| |maintenance is required. Performance issues may arise without regular maintenance and cleaning. Reliable |
| |and stable equipment is a result of good preventive maintenance procedures. |
| | |
| |The purpose of this chapter is to introduce you to the troubleshooting process and to describe preventive |
| |maintenance. Not all troubleshooting processes are the same. In time, you will develop your own |
| |troubleshooting style based on your personal experiences and the nature of your workplace. |
| |After completing this section, the student will meet the following objective: |
| |Explain what preventive maintenance is and why it is needed. |
| |Slide 6 – Hardware Maintenance |
|[pic] |Make sure that the hardware is operating properly. |
|Slide 6 |Check the condition of cables, components, and peripherals. |
| |Repair or replace any components that show signs of abuse or excess wear. |
| |Keep components clean in order to reduce the likelihood of overheating. |
| |Use the tasks listed on the slide as a guide to create a hardware maintenance program that fits the needs |
| |of your computer equipment. |
| |Remove the 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. |
| |For example, some environments, such as construction sites, may require computer equipment to be cleaned |
| |more often than other environments. |
| |What additional hardware maintenance tasks can you add to the list? |
| |Slide 7 - Software Maintenance |
|[pic] |Verify that the installed software is current. Follow the policies of the organization when installing |
|Slide 7 |security updates, operating system updates, and program updates. Many organizations do not allow updates |
| |until extensive testing has been completed. This testing is done to confirm that the update will not cause |
| |problems with the operating system and software. |
| | |
| |Use the tasks listed on the slide as a guide to create a software maintenance schedule that fits the needs |
| |of your computer equipment. |
| |Review security updates. |
| |Review software updates. |
| |Review driver updates. |
| |Update virus definition files. |
| |Scan for viruses and spyware. |
| |Remove unwanted programs. |
| |Scan hard drives for errors. |
| |Defragment hard drives. |
| |For example, high-traffic networks, such as a school network, may require additional scanning and removal |
| |of malicious software or unwanted files. |
| |What other software maintenance tasks can you add to the list? |
| | Slide 8 - Preventive Maintenance Benefits |
|[pic] |Be proactive in computer equipment maintenance and data protection. By performing regular maintenance |
|Slide 8 |routines, you can reduce potential hardware and software problems. This will reduce computer down time and |
| |repair costs. |
| |A preventive maintenance plan is developed based on the needs of the equipment. A computer exposed to a |
| |dusty environment, such as a construction site, will need more attention than equipment in an office |
| |environment. High-traffic networks, such as a school network, may require additional scanning and removal |
| |of malicious software or unwanted files. Document the routine maintenance tasks that must be performed on |
| |the computer equipment and the frequency of each task. This list of tasks can then be used to create a |
| |maintenance program. |
| |Increases data protection |
| |Extends the life of the components |
| |Increases equipment stability |
| |Reduces repair costs |
| |Reduces the number of equipment failures |
| |Can you think of any other benefits that preventive maintenance provides? |
| |Teaching Strategy: To protect the computer, extend the life of the components, and protect the data, proper|
| |preventive maintenance is required. Performance issues may arise without regular maintenance and cleaning.|
| |Reliable and stable equipment is a result of good preventive maintenance procedures. |
| |Slide 9 – The Troubleshooting Process |
|[pic] |4.2 Identify the steps of the troubleshooting process |
|Slide 9 |Troubleshooting requires an organized and logical approach to problems with computers and other components.|
| |A logical approach to troubleshooting allows you to eliminate variables in a systematic order. Asking the |
| |right questions, testing the right hardware, and examining the right data helps you understand the problem.|
| |This helps you form a proposed solution to try. |
| | |
| |Troubleshooting is a skill that is refined over time. As you deal with more problems, you will increase |
| |your troubleshooting skills by gaining more experience. You will learn how to combine and skip steps to |
| |reach a solution quickly. The troubleshooting process is a guideline that can be modified to fit your |
| |needs. |
| | |
| |NOTE: The term customer, as used in this course, is any user that requires technical computer assistance. |
| | |
| |Teaching Strategy: There is a basic troubleshooting process that includes the elimination of variables one|
| |at a time in a logical progression. When following a structured approach to troubleshooting, you will avoid|
| |following unnecessary leads, which will waste time and cause frustration. A newly employed technician would|
| |benefit from following a senior technician on a repair job. Communication skills (soft skills) are very |
| |important to the success of a career as a repair technician. |
| | |
| |After completing this section, the student will meet the following objective: |
| |Explain the purpose of data protection |
| |Gather data from the customer |
| |Verify the obvious issues |
| |Try quick solutions first |
| |Gather data from the computer |
| |Evaluate the problem and determine the solution |
| |Close with the customer. |
| |Slide 10 – Data Protection |
|[pic] |4.2.1 List precautions a technician should take before starting the troubleshooting process |
|Slide 10 |Before troubleshooting problems, always follow the necessary precautions to protect data on a computer. |
| |Some repairs, such as replacing a hard drive or reinstalling an operating system, may put the data on the |
| |computer at risk. Make sure that you do everything possible to prevent data loss while attempting repairs. |
| |Some data is irreplaceable. Before you attempt any type of repair or modification to a computer, make sure |
| |that the data has been properly backed up. |
| |CAUTION: Although data protection is not one of the six troubleshooting steps, you must protect data before|
| |beginning any work on a customer's computer. If your work results in data loss for the customer, you or |
| |your company could be held liable. |
| | |
| |If you are unsure that a backup has been done, do not attempt any troubleshooting activities until you |
| |check with the customer. |
| |Here is a list of items to verify with the customer about data backups: |
| |Date of the last backup |
| |Contents of the backup |
| |Data integrity of the backup |
| |Availability of all backup media for data restore |
| | |
| |If the customer does not have a current backup and you are not able to create one on the computer that has |
| |the problem, you should ask the customer to sign a liability release form. |
| |A liability release form should contain at least the following information: |
| |Permission to work on the computer without a current backup available |
| |Release from liability if data is lost or corrupted |
| |Description of the work to be performed |
| |Teaching Strategy: A technician should take precautions before starting the troubleshooting process. For |
| |liability reasons, either perform a backup or have access to a backup. |
| |Often, your best troubleshooting resource will be the owner or operator of the equipment which you are |
| |working on. Use software and hardware tools to make backups of the customer's data. Bring with you hardware|
| |and software that will allow you to change out suspect hardware with known good hardware and boot an |
| |operating system that is not booting properly. If you need to make repairs on a system that the customer |
| |has not backed-up and if the problem prevents you from making a backup, then obtain written permission from|
| |your customer to proceed without the backup. The customer must understand that there is an inherent risk to|
| |the data that is stored on the hard drive in many situations. |
| |Slide 11 – Gather Data from the Customer |
|[pic] |4.2.2 Gather data from the customer |
|Slide 11 |The customer will provide you with the basic facts about the problem. |
| |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 talk down to the customer. |
| |Do not insult the customer. |
| |Do not accuse the customer of causing the problem. |
| | |
| |By communicating effectively, you will be able to elicit the most relevant information about the problem |
| |from the customer. |
| |You should start the data-gathering process by asking general, open-ended questions. Open-ended questions |
| |are used to obtain general information and to allow the customer to explain the details of the problem in |
| |their own words. |
| |Use the information that you collect from open-ended questions to narrow down the problem with closed-ended|
| |questions. Closed-ended questions generally require a "yes" or "no" answer. These questions are intended to|
| |get the most relevant information in the shortest time possible. |
| |The information obtained from the customer should be documented in the work order and in the repair |
| |journal. Write down anything that you think may be important for you or another technician. Often, the |
| |small details can lead to the solution of a difficult or complicated problem. |
| |Teaching Strategy: Examples of the questions a technician might ask: |
| |When was the last time the computer worked properly? |
| |Was anything new added to the system (equipment or software, downloads, updates, auto-updates [live |
| |update], etc), power outages or lightning? |
| |Has there been any construction nearby? |
| |Is air-conditioning working properly? |
| |Has a circuit breaker tripped? |
| |Are there any utility trucks in the area? |
| |Slide 12 - Verify Obvious Issues |
|[pic] |4.2.3 Verify the obvious issues |
|Slide 12 |The second step in the troubleshooting process is to check the simple or obvious issues first. Even though |
| |the customer may think that there is a major problem, start with the obvious issues before moving to more |
| |complex diagnoses. |
| |Here is a list of obvious issues to check: |
| |Loose external cable connections |
| |Incorrect boot order in BIOS |
| |Non-bootable disk in floppy drive |
| |Power switch for an outlet is turned off |
| |Surge protector is turned off |
| |Device is powered off |
| |If the problem is not resolved when you verify the obvious issues, you will need to continue with the |
| |troubleshooting process. If you find an obvious issue that fixes the problem, you can go to the last step |
| |and close with the customer. These steps are simply a guideline to help you solve problems in an efficient |
| |manner. |
| | |
| |Teaching Strategy: The customer may say that a device is broken, but the problem may be a connection issue|
| |or some other simple issue. Even if the customer is in a panicked state, start with the basics before |
| |moving to more difficult troubleshooting techniques. This could save you and the customer time. |
| | |
| |Based upon the problem that the user is experiencing, make sure that simple, basic problems that can be |
| |easily seen and corrected are covered. Very often, obvious issues can be overlooked by the customer. |
| |The list of suggested obvious issues is not an exhaustive list. The more experience you gain with |
| |troubleshooting, the larger this list will become and the easier these problems will be to identify. |
| |Slide 13 – Try Quick Solutions |
|[pic] |4.2.4 Try quick solutions first |
|Slide 13 |The next step in the troubleshooting process is to try quick solutions first. Obvious issues and quick |
| |solutions sometimes overlap each other and can be used together to repair the problem. Document each |
| |solution that you try. Information about the solutions that you have tried is vital if the problem needs to|
| |be escalated to another technician. |
| | |
| |If a quick solution does not resolve the problem, document your results and try the next most likely |
| |solution. Continue this process until you have solved the problem or tried all of the quick solutions. |
| |Slide 14 – Gather Data from the Computer |
|[pic] |4.2.5 Gather data from the computer |
|Slide 14 |The next step in the troubleshooting process is to gather data from the computer. You have tried all of the|
| |quick solutions, but the problem is still not resolved. It is now time to verify the customer's description|
| |of the problem by gathering data from the computer. |
| |When system, user, or software errors occur on a computer, the Event Viewer is updated with information |
| |about the errors. The Event Viewer application records the following information about the problem: |
| |What problem occurred |
| |The date and time of the problem |
| |The severity of the problem |
| |The source of the problem |
| |Event ID number |
| |Which user was logged in when the problem occurred |
| |Although this utility lists details about the error, you may still need to research the solution. |
| |Teaching Strategy: After you have determined the problem from the customer’s perspective, verified the |
| |obvious issues, and tried quick solutions, then it is time to gather data from the computer. Clues that the|
| |computer provides you can be found in the event logs, error codes, device manager, and the condition of the|
| |computer, peripherals, and other devices. Comparing information that the customer provided with information|
| |that you can get from the computer will narrow down the possible problems. |
| | |
|[pic] |Slide 15 – Gather Data from the Computer |
|Slide 15 |The Device Manager displays all of the devices that are configured on a computer. Any device that the |
| |operating system determines to be acting incorrectly will be flagged with an error icon. This type of error|
| |is denoted as a yellow circle with an exclamation point ("!"). If a device is disabled, it will be flagged |
| |with a red circle and an "X". |
| |Slide 16 – Gather Data from the Computer |
|[pic] |Each BIOS manufacturer has a unique beep sequence for hardware failures. When troubleshooting, power on the|
|Slide 16 |computer and listen. As the system proceeds through the POST, most computers will emit one beep to indicate|
| |that the system is booting properly. If there is an error, you may hear multiple beeps. Document the beep |
| |code sequence and research the code to determine the specific hardware failure. |
| |If the computer boots and stops after the POST, you should investigate the BIOS settings to determine where|
| |to find the problem. A device may not be detected or configured properly. Refer to the motherboard manual |
| |to make sure that the BIOS settings are accurate. |
| |Conduct research to determine what software is available to help diagnose and solve problems. There are |
| |many programs available that can help you troubleshoot hardware. Often, manufacturers of system hardware |
| |provide diagnostic tools of their own. A hard drive manufacturer, for instance, may provide a tool that can|
| |be used to boot the computer and diagnose problems with the hard drive when it will not boot Windows. |
| |Do you know of any third-party tools that you can use to troubleshoot computers? |
| |Teaching Strategy: Be prepared with information of various third-party tools to share with students. |
| |Discuss keywords to use when searching for these tools on the Internet. |
| | |
|[pic] |Slide 17 – Evaluate the Problem, Implement the Solution |
|Slide 17 |4.2.6 Evaluate the problem and implement the solution |
| |The next step in the troubleshooting process is to evaluate the problem and implement the solution. Divide |
| |larger problems into smaller problems that can be analyzed and solved individually. Solutions should be |
| |prioritized, starting with the easiest and fastest to implement. |
| |Create a list of possible solutions and implement them one at a time. If you implement a possible solution |
| |and it does not work, reverse the solution and try another. |
| |Slide 18 – Close with the Customer |
|[pic] |4.2.7 Close with the customer |
|Slide 18 |After the repairs to the computer have been completed, you should finish the troubleshooting process by |
| |closing with the customer. Communicate the problem and the solution to the customer verbally and in all |
| |documentation. The steps involved in closing with the customer include: |
| |Discuss the solution implemented with the customer. If the customer is available, demonstrate how the |
| |solution has corrected the computer problem. |
| |Have the customer test the solution and try to reproduce the problem. |
| |Slide 19 – Completed Work Order |
|[pic] |4.2.7 Close with the customer |
|Slide 19 |Document the repair in the work order and in your journal. The documentation should include the following |
| |information: |
| |The description of the problem |
| |The steps to resolve the problem |
| |The components used in the repair |
| |The amount of time spent to resolve the problem |
| |Finalizing a work order is the goal of any technician solving a problem. |
| |Student Activity: Troubleshooting Process (The student course content includes a sequencing activity in |
| |4.2.7. To complete this activity, students will put into sequence the steps of the troubleshooting |
| |process.) |
| | |
|[pic] |Slide 20 - Chapter 4 Summary |
|Slide 20 |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 will become a useful |
| |resource for you and other technicians. |
| | |
|[pic] |Slide 21 – Instructor Training Activities |
|Slide 21 | |
| |Slide 22 – Activities for Instructor Training |
|[pic] |These activities are suggested for use in instructor training. |
|Slide 22 |Take the Quiz provided in Chapter 4 course content. |
| |In 4.1, there are 3 questions posed to the students. Generate lists of additional tasks and benefits to |
| |refer to when teaching this course. |
| |What additional hardware maintenance tasks can you add to the list? |
| |What other software maintenance tasks can you add to the list? |
| |Can you think of any other benefits that preventive maintenance provides? |
| |Conduct research to collect samples of work order forms and liability release forms. Your own organization |
| |may have these available. |
| |In 4.2.5, software diagnostic tools are presented. List any third-party tools that you are familiar with |
| |that can be used to troubleshoot computers. If you don’t know of any, then conduct Internet research to |
| |identify a few. |
| |Slide 23 – Instructor Training Discussion |
|[pic] |Discuss questions. Participate in discussion or journal your answers to discussion questions. |
|Slide 23 |Share with the other instructors, your lists of additional hardware and software maintenance tasks and |
| |additional benefits of preventive maintenance. These lists will be useful to use in a discussion with a |
| |student class. |
| |Share the samples of work order forms and liability release forms you have collected. |
| |Share your list of third-party software diagnostic tools that can be used to troubleshoot computers. |
| | |
|[pic] |Slide 24 – Q and A |
|Slide 24 | |
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|[pic] | |
|Slide 25 | |
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