IT Essentials chapter 4
what are two factors that are considered in implementing a preventive maintenance plan?
computer location/environment and computer use.
what are four additional benefits of performing preventive maintenance?
improves data protection, extends the life of the components, improves equipment stability, and reduces the number of equipment failures.
What is troubleshooting?
the systematic process used to locate the cause of a fault in a computer system.
What are common problems related to the display and memory? (placeholder)
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What are the characteristics of a logical approach to troubleshooting? (Placeholder)
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What are eight typical steps in developing a software maintenance schedule?
1.Review and install the appropriate security updates. 2.Review and install the appropriate software updates. 3.Review and install the appropriate drive updates. 4.Update the virus definition files. 5.Scan for viruses and spyware. 6.Remove unwanted or unused programs. 7.Scan hard drive for errors. 8.Optimize (defragment) hard drives.
What is shown in Device Manager?
All devices configured on the computer.
How is the term customer defined when troubleshooting?
Any user that requires technical computer assistance.
What are the five guidelines of conversation etiquette in talking with a customer?
Ask direct questions to gather information, 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
What should be done if a customer does not have a back-up and a back-up cannot be created?
Ask the customer to sign a liability release form.
What components should be included on a check list for a regular inspection?
CPU heat sink and fan assembly, RAM modules, storage devices, adapter cards, screws, cables, power devices, keyboard and mouse
What should be done in hardware maintenance?
Check the condition of the cables, components and peripherals. / Clean components, repair or replace components that show signs of damage or excess wear.
Describe an optimal operating environment for a computer.
Clean, free of potential contaminants and within the temperature and humidity range specified by the manufacturer
How should the outside of the case be cleaned?
Cloth or a duster
Why do you need to verify full system functionality?
Confirm that you have solved the original problem and ensures that you have not created another problem while repairing the computer
What is data backup?
Copy of the data on a computer hard drive that is saved to another storage device or to cloud storage.
Where should you start when troubleshooting a problem?
Create a list of the most common reasons for the error
What items regarding back-ups should be verified withe the customer before troubleshooting?
Date of the last backup, Contents of the backup, Data integrity of the backup, Availability of the backup media for a data restore.
What should be included in your documentation?
Description of the problem, Steps to resolve the problem, Components used in repair
What three guidelines should be used to insure optimal computer performance?
Do not obstruct vents or airflow to the internal components, Keep the room temperature between 45 to 90 degrees Fahrenheit (7 to 32 degrees Celsius), Keep the humidity level between 10 and 80 percent
What is the final step in the troubleshooting process?
Document Findings, Actions, and Outcomes
What are two characteristics of the approach to troubleshooting?
Eliminate variables and identify causes of problems in a systematic order
If a technician is unable to find an exact cause, what should they do?
Establish a new theory of probable cause and test it, If necessary escalate the problem to a technician with more experience.
What is the best method for keeping a computer clean?
Examine on a regular schedule
What are common problems related to CPU and memory?
Faulty installations, Incorrect BIOS settings, inadequate cooling and ventilation, and compatibility issues
What are common hardware problems related to power supplies?
Faulty power supply, loose connections, and inadequate wattage
What are seven internal components that must be kept properly cleaned and free of dust?
Heat sink and fan assembly, RAM, Adapter cards, motherboard, Fans, Power supply, and internal drives
Where might you research to find possible solutions?
Helpdesk repair log, Other technicians, Manufacturer FAQ websites, Technical websites, News groups, Computer manuals, Device manuals, Online forums, Internet search
How often are backups done?
However often the user or technician set. (Daily, Weekly, or Monthly)
What is the first step in the troubleshooting process?
Identify the problem.
What are common hardware problems related to motherboards and internal components?
Incorrect or loose cables, Failed components, Incorrect drivers and Corrupted updates
How long does it take a technician to work though more complex issues in the troubleshooting process?
It depends on the technician, a technician with more experience might have solved a problem like the one presented and know the fix right away.
How will a disabled device be identified?
It will have a red circle with an X
What are common hardware problems related to storage devices?
Loose or incorrect cable connections, incorrect drive and media formats, and incorrect jumper and BIOS settings
What are three tools that can be used to remove dust from inside the computer?
Low-air flow ESD vacuum cleaner, Compressed air, Lint-free cloth
What are the three common areas of computer problems?
Motherboard and internal components, Power supply, CPU and memory
Are all beep codes the same?
No, They vary depending on manufacturer
How does dust inside a computer affect the flow of air and what effect doe it have on components?
Prevents the flow of air and reduces the cooling of components. Hot components are more likely to break down.
What is an open-ended question?
Questions that allow the customers to explain
why should you do preventive maintenance?
Reduce potential hardware and software problems, Reduce computer downtime and repair cost.
Summarize the four topics discussed in Preventive Maintenance and Troubleshooting.
Regular preventive maintenance reduces hardware and software problems, Before beginning any repair backup the data on a computer, The troubleshooting process is a guideline to help you solve computer problems in a efficient manner, Document everything that you try even if it fails. The documentation that you create are a useful resource for you and other technicians.
After testing for obvious issues what should follow in the troubleshooting process?
Testing each possible cause
How do you determine an exact cause?
Testing your theories of probable causes one at a time starting with the quickest and easiest.
Apart from the technician, who is the best person to test full system functionality?
The customer
What does a yellow question mark indicate?
The system does not know which driver to install for the hardware.
How do you know a device is operating incorrectly?
There is a yellow circle with an exclamation point.
How are troubleshooting skills refined?
They are refined over time, Every time you solve a problem your troubleshooting skills get better.
What are beep codes used for?
They indicate different problems using beeps. (Different codes depending on the manufacturer)
How should the problem and solution be communicated to the customer?
Verbally and in writing
What two things should the technician do before beginning software tasks?
Verify that installed software is current and Follow the policies of the organization.
What information does Event Viewer record 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.
When should the technician begin the documentation process?
When the problem is fixed and verified
What type of response should you expect from a close-ended question?
Yes or no