A Guide to Managing and Maintaining your PC, 6e

1
A Guide to Managing and Maintaining your PC, 6e

• Chapter 3
• PC Repair Fundamentals (v0.9)

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Introduction

• Basic repair skills
• Developing a maintenance plan
• Implementing a maintenance plan
• Working inside a computer case
• Following sequence of events that occur at
  startup
• Advanced repair skills
• Using common-sense guidelines to solve problems
• Interviewing a user
• Determining if a problem occurs before or after
  boot
• Troubleshooting and solving a problem of a failed
  boot

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PC Support Technician Tools

• Help you maintain a computer
• Help you diagnose and repair computer problems
• Criteria for choosing tools
• Level of PC support you expect to provide
• Amount of money you can spend
• Some essential tools
• Ground bracelet, ground mat, or ground gloves
• Torx screwdriver set
• Recovery CD, DVD, or floppy disk for target OS
• Store tools in toolbox for PC troubleshooting

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Figure 3-1 PC support technician tools
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Recovery CDs

• Used to boot a system
• Also used to repair and reinstall Windows
• Primary recovery CD sources
• PC manufacturer (preferred)
• Operating system distributor, such as Microsoft
• Some hard drives have a hidden recovery
  partitions
• A hidden partition can be used to reinstall
  Windows
• A utility for creating recovery CDs may be
  provided
• Access hidden utilities by pressing a Fn key at
  startup

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Figure 3-2 Windows Setup CD and Windows Recovery
CDs for a notebook computer
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Loop-Back Plugs

• Used to test various ports
• Some port types serial, parallel, USB, network
• How to use a loop-back plug
• Plug in the loop-back plug
• Run the software that comes with the plug

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Figure 3-3 Loop-back plugs used to test serial
and parallel ports
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Cleaning Pads and Solutions

• Various types are designed for specific uses
• Example contact cleaner
• Cleans contacts on expansion cards
• Warning solutions may be flammable and/or toxic
• Sources of safety and emergency instructions
• Side of the can of solution
• Material safety data sheet (MSDS)
• Adhere to safety procedures of your employer
• Example fill out an accident report (if
  required)

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Figure 3-5 Each chemical you use should have
available a material safety data sheet
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Post Diagnostic Cards

• Report computer errors and conflicts at POST
• How to use a POST diagnostic card
• Install card in an expansion slot on the
  motherboard
• Attempt to boot your system
• Record any error codes appearing in LED panel
• Look up the entry associated with the error code
• Examples of Post diagnostic cards
• PCI Error Testing/Debug Card by Winic Corporation
  
• POST card V3 by Unicore Software, Inc.
• Post Code Master by MSD, Inc.

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Figure 3-6 Post Code Master diagnostic card by
MSD, Inc.
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Personal Computer Preventive Maintenance

• Preventive maintenance reduces number of problems
• Goals of preventive maintenance plans
• Prevent failures
• Reduce repair costs
• Reduce downtimes
• Goal of disaster recovery plan manage failures
• Some causes of PC failure heat, dust, spills,
  viruses

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When a PC is your Permanent Responsibility

• Tasks and procedures to prepare for
  troubleshooting
• Keep good backups of data and system files
• Document all setup changes, problems, and
  solutions
• 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
• Physically protect your equipment

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Figure 3-9 Configure antivirus software to scan
e-mail and instant message attachments and to
download updates automatically
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Creating a Preventive Maintenance Plan

• Plan based on history or pattern of malfunctions
• Example PCs in dusty areas need more maintenance
• Goals common to maintenance plans
• Extend the working life of a PC
• Anticipate problems that could disrupt service
• Ensure data is secure and backed up
• Provide support to PC users
• Basic steps involved in designing a plan
• Define your overall goals
• Incorporate procedures for achieving goals

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Dealing with Dust

• Dust accumulates in layers over components
• Two major problems due to dust blankets
• PC components directly overheat
• Cooling fans jam, also resulting in overheating
• Maintenance task remove the layer of dust
• Two tools used to remove dust
• Antistatic vacuum
• Compressed air

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Preparing a Computer for Shipping

• Adverse factors to consider
• Rough handling
• Exposure to water, heat, and cold
• Misplacement or theft of computer
• Some shipping guidelines to follow
• Backup the hard drive onto a backup medium
• Remove inserted disks, tape cartridges, or CDs
• Coil and secure all external cords
• Separately wrap hardware components
• Purchase insurance on the shipment

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Disposing of Used Equipment

• Various guidelines for disposing of equipment
• Table 3-2
• Manufacturer documentation
• Local environmental regulators
• Danger posed by monitors and power supplies
• Residual charge in capacitors can cause shock
• Modern devices discharge if unplugged for 60
  minutes
• Older devices may require discharge with a probe
  
• Destroy secondary storage devices with sensitive
  data

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Table 3-2 Computer parts and how to dispose of
them
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How to Work Inside a Computer Case

• Objective dismantle a computer, put it back
  together
• Some safety precautions to follow
• Make notes that will help you backtrack
• Keep screws and spacers orderly
• Do not stack boards on top of each other
• Do not touch the chips on circuit boards
• Do not use a graphite pencil to change DIP
  settings
• Turn off the power, unplug and ground the
  computer
• Do not remove covers of monitors or power
  supplies
• Keep components away from hair and clothing

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Static Electricity

• Build-up of charge due to absence of conductors
• Electrostatic discharge (ESD)
• Due to dissimilar electrical surfaces making
  contact
• Only 10 volts of ESD can damage PC components
• 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
• Ground bracelet, ground mats, static shielding
  bags, antistatic gloves
• If working inside a monitor, do not ground
  yourself

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Figure 3-13 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
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Steps to Take Apart a Computer

• Essential tools
• Ground bracelet
• Phillips-head screwdriver
• Flat-head screwdriver, paper, and pen
• Follow safety precautions at all times
• Summary of Steps 1 - 4
• 1. Enter CMOS and write down customized settings
• 2. Power down the system, unplug all components
• 3. Put the computer on a good-sized table
• 4. Remove the cover of the PC

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Figure 3-19 Removing the cover
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Steps to Take Apart a Computer (continued)

• Summary of steps 5 - 11
• 5. Diagram cable connections and switch settings
• 6. Identify cables connecting drives to
  motherboard
• 7. Remove the cables to all drives
• 8. Remove the expansion cards
• 9. Remove the motherboard (or drives)
• 10. Remove the power supply from the case
• 11. Remove each drive (if not already removed)

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Figure 3-33 Remove the motherboard from the case
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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

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Understanding the Boot Process

• Key learning objectives
• Know how to boot a PC
• Understand what happens first when a PC is turned
  on
• Understand how an operating system is loaded

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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
• Click Start
• Click Turn Off Computer
• Click Restart

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Choosing Between a Hard Boot and a Soft Boot

• Hard boots are more stressful on machines
• Power surges through system when PC is turned on
• Reasons to choose a soft boot over hard boot
• Less stressful on the machine
• Faster due to skipping initial steps
• Some computers have a soft and hard power switch
• Soft power switch shuts down and restarts Windows
• Hard power switch cuts power and restarts machine

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The Startup BIOS Controls the Beginning of the
Boot

• The startup BIOS gets a system up and running
• Four phases of the boot process
• BIOS runs the POST and assigns system resources
• POST power-on self test
• BIOS searches for and loads an OS
• OS configures system and completes its own
  loading
• Application software is loaded and executed

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Figure 3-40 Boot Step 1 The ROM BIOS startup
program surveys hardware resources and needs and
assigns system resources to satisfy those needs
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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
• Example press F8 before Windows screen appears

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Figure 3-42 Numbered steps show how BIOS searches
for and begins to load an operating system (in
this example, Windows NT/2000/XP is the OS)
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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

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Steps to Solving a PC Problem

• Key advice
• Ask good questions
• Document the process
• Four-step problem solving process
• Step 1 Interview the user
• Step 2 Back up data
• Step 3 Solve the problem
• Step 4 Verify the fix and document the solution

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Figure 3-44 General approach to troubleshooting
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Troubleshooting a Failed Boot

• It takes time to acquire troubleshooting skills
• Hands-on training troubleshooting a failed boot

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My Computer Wont Boot

• First step maintain your calm
• Second step develop a game plan
• Figure 3-45 provides a procedure
• Plan is driven by a set of yes-no questions
• Example Does the PC boot properly?
• If no, troubleshooter is directed to another
  question
• If yes, troubleshooter is directed to stop (for
  now)

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Figure 3-45 Use this flowchart when first facing
a computer problem
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Troubleshooting Major Subsystems Used For Booting

• Categories of troubleshooting steps in Figure
  3-45
• The electrical subsystem
• Essential hardware devices
• The motherboard, memory, and the CPU
• Video
• Reading from the hard drive
• Key aides tables identifying error codes

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Table 3-4 Beep codes and their meanings
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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 organizations 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

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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