Chapter 1

COMPUTER MAINTENANCE AND

TECHNICAL SUPPORT

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Chapter Outline
General concepts about PC and technical support
Laboratory procedures and maintenance tools
Static energy and its effect on computers
Safety rules
Preventive maintenance and troubleshooting

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General concepts about PC and
technical support
Computer system consists of hardware and software
components
The tangible parts that make up the computer are called
“Hardware” and “Software” is a set of instructions that tells
computer hardware what to do.
We can use the generic term computer program to refer any
piece of software
Some software are specially designed for the primary
functions of the computer to manage its operations while
some software are designed for the users to get their work
done.
E.g. to prepare a letter.
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Cont.…
By some sort, those may function inappropriately
Hardware or software may malfunction due to
◦ Inoperability
◦ Have defect
You must be able to maintain and troubleshoot problems
related to those components

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Lab Procedures and
maintenance tools
Injury prevention is everyone’s responsibility.
Stay alert to situations that could result in an injury.
Developing and using safe work practices is by far the best
method for preventing injuries in the workplace.
In order to best prevent injury, follow these simple rules at all
times
◦ Follow all national, industry, and workplace safety rules.
◦ Be alert and be awake.

A tired worker can be a danger to one’s self and others.

Training is essential when working with electricity, power tools,
or any other potentially hazardous equipment.
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Cont.…
 Use safety equipment, Protect people from injury, Protect
equipment from damage
 Many back injuries are caused by people bending over to
lift a heavy object.
 The work place is never the place for drugs or alcohol.
 Always act professionally. Clowning around or playing
practical jokes can result in injury.
 Stay current on issues related to safety and health in the
workplace.

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Identify hardware tools and
their purpose
Specialized Tools
 Identify tools and software used with personal computer
components and their purposes.
 For every job there is the right tool.
 Make sure that you are familiar with the correct use of
each tool and that the right tool is used for the current task.
 Skilled use of tools and software makes the job less
difficult and ensures that tasks are performed properly and
safely.

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Workspace
 The first order of business when working on any type of
electronic equipment is to prepare a proper work area. You need
a clear, flat workspace on which to rest the device.
 Make sure that your workspace is large enough to accommodate
the work piece.
 Confirm that you have an adequate number of power
receptacles to handle all the equipment you may need.
 Try to locate your workspace in a low-traffic area
 Good lighting is a prerequisite for the work area because the
technician must be able to see small details, such as part
numbers, cracked circuit foils, and solder splashes.
 An adjustable lamp with a shade is preferable
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 Organizational Aids
 Because some troubleshooting problems may require more
than one session, it is a good idea to have some organizational
aids in-hand before you begin to disassemble any piece of
equipment.
The following list identifies some of the organizational aids
you need:
 A parts organizer to keep track of small parts, such as screws
and connectors, you may remove from the device
 A roll of athletic or masking tape. You can use the tape to
make tags and labels to help identify parts, where they go, and
how they are connected in the circuit
 A small note
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Organizational Aid tools and
purpose
Organizational Tools
 Document all services and repairs
 The documentation can then be used as reference material for
similar problems
Personal reference tools
 Notes – Make notes as you go through the investigation and repair
process
 Journal – Document the upgrades and repairs that you perform.
 The documentation should include descriptions of the problem,
possible solutions to correct the problem, and the steps taken to
repair the problem
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Diagnostic and Repair Tools
 Anyone who wants to work on any type of equipment
must have the proper tools for the task
Hand Tools
 The well-prepared technician’s toolkit should contain
 Screwdrivers (flat blade, Philips, torx,), needle-nose
pliers, wire cutters, air compressor, soldering Irun
tweezers, flashlight,
 Multimeter…
Other related tools include
 Magnifying glass
 Foam swabs etc..
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Identify software tools and
their purpose
Software Tools
 Bootable disk
 The best diagnostic tool for DOS machines is bootable disk.
 Diagnostic and configuration programs can be loaded to those disk
System File Checker utility that scans the operating system critical files and
replaces any files that are corrupted
Disk Management system utility used to manage hard drives and partitions
Protection Software
Windows XP Security Center or latest version
Antivirus Program (AVG, Avira, McAfee, etc…)
Spyware Remover

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Static energy and its effects on
computer
Electrostatic discharge (ESD), Commonly known as static
electricity, is an electrical charge at rest
A stationary charge of electricity normally caused by friction
and potentially very damaging to sensitive electronic
components.
It can be a serious problem in environments of low humidity.
If You touch a chip on an expansion card or motherboard,
damage the chip with ESD, and never feel, hear, or see the
discharge.
The usual symptom is in the form of a parity-check (memory)
error or a totally locks up system

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Cont. …
To protect the computer against ESD, always ground
yourself before touching electronic components, including the
hard drive, motherboard, expansion cards, processors, and
memory modules.
 You can ground yourself and the computer parts by using
 Antistatic gloves. You can purchase antistatic gloves
designed to prevent an ESD discharge between you and a
device as you pick it up and handle it
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
 Ground mats.
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Safety rules
Electrical Precautions
 Unplug the power cable!
 Don't just turn it off and think that's enough
 Disconnect all external cables from the PC before opening it up.
 Stay out of the power supply unless you know what you are
doing
 Use ESD rules when working with Monitors
 Watch out for components being left inside the box. Dropping a
screw inside your case can be a hazard if it isn't removed before
the power is applied

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Cont.…
Mechanical Precautions
Make sure you have a large, flat area to work on. That will
minimize the chance of components falling, getting bent, or
getting lost.
 Don't tighten screws too far or you may strip them or make it
impossible to loosen them later
Data Precautions
 Back up your sensitive data before you open the box, even if
the work you are doing seems "simple".
Make a copy of your system's BIOS settings before doing any
major work or changing anything in the BIOS.
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Cont.…
Electrostatic Discharge Precautions
 Work at a static-safe station or use a commercial grounding strap
System must be plugged into a properly grounded three-wire outlet.
Safety with Children
Electrical devices must be put out of reach of children or must be
supervised
The damage is to both the children as well as to the equipment
Other safety rules
 Use UPS (Uninterruptible power supply) to keep equipment running
during power failure.

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Preventive maintenance and
troubleshooting
 Prevent certain computer problems from occurring
 The more preventive maintenance you do initially, the
fewer problems you are likely to have later and the less
troubleshooting and repair you will have to do.
 Preventive maintenance is required
 To protect the computer,
 To extend the life of the components,
 And to protect the data
 Increased equipment stability
 Reduced computer down time and repair cost

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 Cont.…
Preventive maintenance is divided into
Hardware maintenance and Software maintenance
Hardware Preventive Maintenance
Make sure that the hardware is operating properly and protected
 Repair or replace any components that show signs of abuse or excess
wear.
 Place the computer on safe place
 Use undamaged power cables to prevent electric shock and shortness
 Do not place any liquid around your PC
 Use perfect power adapters and outlets
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Cont.…
 Do not defeat the safety feature of three-prong power plugs by
using two-prong adapters
 Clean dust from your PC and Equipment's periodically
 Before cleaning around the computer with liquids, make certain
to unplug all power connections to the system, and its peripherals
 Schedule Preventive Maintenance
 Keep components clean in order to reduce the likelihood of
overheating

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Cont....
Software Preventive Maintenance
 Verify that the installed software is up to date (latest
version)
 Follow the policies of the organization when installing
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.

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Cont.…
 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.

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Troubleshooting process steps
Step 1 - Identify the problem
During the troubleshooting process, gather as much information
from the customer as possible, but always respectfully.
Use the following strategy during this step:
1. Start by using open-ended questions to obtain general
information.
2. Continue using closed-ended (yes/no) questions to get relevant
information.
3. Then document the responses in the work order and in the
repair journal.
4. And lastly, verify the customer’s description by gathering data
from the computer by using applications such as

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Event Viewer
 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
 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
 Although the Event Viewer lists details about the error, you might need to
further research the solution

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Device Manager
 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 is flagged with an error icon.

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Beep Codes
Each BIOS manufacturer has a unique beep sequence for
hardware failures.
When troubleshooting, power on the computer and listen.
As the system proceeds through the POST (Power-On-
Self-Test), most computers emit one beep to indicate that the
system is booting properly.
If there is an error, you might hear multiple beeps

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BIOS Information:
If the computer boots and stops after the POST, investigate
the BIOS settings to determine where to find the problem
A device might not be detected or configured properly.
Refer to the motherboard manual to make sure that the
BIOS settings are accurate

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Diagnostic Tools
Conduct research to determine which 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.
For instance, a hard drive manufacturer, might provide a
tool that you can use to boot the computer and diagnose why
the hard drive does not boot Windows

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Cont…
Step 2 - Establish a theory of probable causes
 Create a list of the most common reasons why the error
would occur.
 List the easiest or most obvious causes at the top with the
more complex causes at the bottom

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Cont….
Step 3 – Determine an exact cause
 Determine the exact cause by testing the theories of
probable causes one at a time, starting with the quickest and
easiest.
 After identifying an exact cause of the problem, determine
the steps to resolve the problem.
 If the exact cause of the problem has not been determined
after you have tested all your theories, establish a new
theory of probable
causes and test it.

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Cont.…
Step 4 – Implement the solution
Sometimes quick procedures can determine the exact cause
of the problem or even correct the problem. If it does, you
can go to step 5.
 If a quick procedure does not correct the problem, you
might need to research the problem further to establish the
exact cause.
 Divide larger problems into smaller problems that can be
analyzed and solved individually.

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Cont…
Step 5 – Verify solution and full system functionality
Verify full system functionality and implement any
preventive measures if needed.
 Ensures that you have not created another problem while
repairing the computer

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Cont…
Step 6 – Document findings
 Discuss the solution with the customer.
 Have the customer confirm that the problem has been
solved.
 Document the process:
 Problem description
Steps to resolve the problem
Components used in the repair

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The End
ANY QUESTIONS?!

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