Chapter 24You Will Learn…Troubleshooting PerspectivesEssential Troubleshooting ToolsUseful Troubleshooting ToolsBootable Rescue DiskDiagnostic Cards and SoftwarePOST Diagnostic CardsDiagnostic SoftwareGeneral-Purpose Utility SoftwareGeneral-Purpose Utility SoftwareFundamental Rules for TroubleshootingSlide 13Gathering InformationInteracting with the UserGuidelines for Working with a UserInvestigating the Problem on the ComputerIsolating the ProblemIntermittent ProblemsPreventive MaintenanceWhen a PC Is Your Permanent ResponsibilityA Preventive Maintenance PlanA Preventive Maintenance PlanMoving EquipmentDisposing of Used EquipmentDisposing of Used EquipmentFire ExtinguishersChapter SummaryChapter 24Troubleshooting and Maintenance FundamentalsYou Will Learn…About your role as a PC technician in troubleshooting and maintenance, and tools available to help you in those rolesHow to approach a troubleshooting problemHow to develop a preventive maintenance plan and what to include in itTroubleshooting PerspectivesPC support technicianPC service technicianBench technicianHelp-desk technicianEssential Troubleshooting ToolsBootable rescue disk for any OS you might work on (may need several)Ground bracelet and/or ground matScrewdrivers (flat-head, Phillips-head or cross-head, Torx set, particularly size T15)Tweezers, preferable insulatedChip extractor and a spring-loaded extractorUseful Troubleshooting ToolsMultimeterNeedle-nose pliersFlashlightAC outlet ground testerSmall cups or bagsAntistatic bagsPen and paperDiagnostic cards and softwareUtility softwareVirus detection software on disksBootable Rescue DiskCan boot the PC even when the hard drive failsEnsures cleanest boot possibleDiagnostic Cards and SoftwarePOST diagnostic cardsDiagnostic softwareGeneral-purpose utility softwarePOST Diagnostic CardsDiscover and report computer errors and conflicts at POSTExamples:• Amber Debug Card (Phoenix Technologies)• PCI Error Testing/Debug Card (Trigen Industries)• POSTcard V3 (Unicore Software, Inc.)•Post Code Master (MSD, Inc.)• POSTmortem Diagnostics Card (System Optimization, Inc.)Diagnostic SoftwareIdentifies hardware problemsExamples:•PC-Technician (Windsor Technologies, Inc.)•PC-Diagnosys (Windsor Technologies, Inc.)General-Purpose Utility SoftwareDiagnoses problemsRepairs and maintains software on a PCRecovers corrupted or deleted data on hard drive or floppy disksProvides securityMonitors system performanceDownloads software updates from InternetGeneral-Purpose Utility SoftwareFundamental Rules for TroubleshootingMake backups before making changesApproach the problem systematicallyIsolate the problem; eliminate unnecessary hardware and softwareDon’t overlook the obviousCheck simple things firstMake no assumptionscontinu ed …Fundamental Rules for TroubleshootingBecome a researcherWrite things downReboot and start overEstablish prioritiesKeep your cool and don’t rushDon’t assume the worstKnow your starting pointGathering InformationInteracting with the userInvestigating the problem on the computerIsolating the problemIntermittent problemsInteracting with the UserAsk questions with diplomacyFind out exactly what happened when the computer stopped workingConsider yourself a guest when working at the user’s deskGuidelines for Workingwith a UserDon’t take drastic action before asking the user about data that may not be backed upProvide alternatives before making decisions for the userProtect confidentiality of data on the PCDon’t disparage user’s choice of hardware or softwareIf you make a mistake or must pass the problem on to someone with more expertise, be honestInvestigating the Problemon the ComputerWhat OS is installed?What physical components are installed – processor, expansion cards, drives, peripheral devices? PC connected to network?What is the nature of the problem – occur before or after boot? Any error messages? Does the system hang?Can you duplicate the problem?Isolating the Problem Consider the possibilitiesEliminate simple things firstEliminate the unnecessaryTrade good for suspected badTrade suspected bad for goodIntermittent ProblemsMore challengingLook for patterns or cluesKeep a log of when problems occur and exactly what error messages appearPreventive MaintenanceGoals•Reduce likelihood that events that cause PC failures will occur• Lessen the damage if they do occurMake and implement a preventive maintenance plan to help prevent failures and reduce repair costs and downtimeDevelop a disaster recovery plan to manage failures when they occurWhen a PC Is Your Permanent ResponsibilityOrganize hard drive boot directoryCreate rescue disksDocument all setup changes, problems, and solutionsRecord setup dataTake practical precautions to protect software and data• Back up original software• Back up data on the hard driveA Preventive Maintenance Plancontinu ed …A Preventive Maintenance PlanMoving EquipmentBack up hard driveRemove removable disks, tape cartridges, or CDs from drivesTurn off power to PC and devicesDisconnect power cords and external devicesLabel cable connectionsCoil all cords and secure themPack in original shipping cartonsPurchase insuranceDisposing of Used EquipmentDisposing of Used EquipmentFire ExtinguishersMount a fire extinguisher for Class C fires (ignited and heated by electricity) near your workbench, but not directly over itKnow how to use the fire extinguisherChapter SummaryCommon-sense guidelines to solving computer problems•Avoid making situation worse by damaging equipment, software, or data, or by placing undue stress on users•Follow safety