PC Maint. & Mang. Chp 4

What is data backup?

A copy of the data on a computer hard drive that is saved to another storage device or to cloud storage

What is shown in Device Manager?

All devices that are configured on a computer

What is an open-ended question?

Allows customer to explain in details or the problem in their own words

What are the characteristics of the approach to troubleshooting?

Allows you to eliminate variables and identify causes of the problems in a systematic order

How is the term customer defined when troubleshooting?

Any user that required 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

How do you determine an exact cause?

By testing your theories of probable causes one at a time

What components should be included on a check list for regular inspection?

CPO heat sink and fan assembly, RAM connections, storage devices, adapter cards, screws, cables, power devices, keyboard and mouse

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 duster

What are three tools that can be used to remove dust from inside the computer?

Compressed air, low-air-flow ESD vacuum cleaner, small lint-free cloth

What are two factors that are considered in implementing a preventive maintenance plan?

Computer locations or environment and computer used

Why do you need to verify full system functionality?

Confirms that you have solved the original problem and ensures that you have not created another problem while repairing the computer

Where should you start when troubleshooting a problem?

Create a list of the most common reasons why the error would occur

Apart from the technician, who is in the best position to test full system functionality?

Customer

What should be done if a customer does not have a backup and a back-up cannot be created?

Customer can sign a liability release form

How often are backups done?

Daily, weekly, or monthly basis

What items regarding back-ups should be verified with the customer before troubleshooting?

Data of the last backup Contents of the last backup Data integrity of the backup Availability of all backup data restore

What should be included in your documentation?

Description of problem, steps to resolve problem, components used in the repair

What three guidelines should be used to insure optimal computer performance?

Do not obstruct vents or airflow to the internal components, a computer can overheat if air circulation is obstructed Keep the room temp between 45 to 90 degrees F Keep the humidity level between 10 and 80%

If a technician is unable to find an exact cause, what should they do?

Establish a new theory of probable causes and test it

What is the best method for keeping a computer clean?

Examine computer on a regular basis

What are common problems related to CPU and memory?

Fault installations, incorrect BIOS settings, inadequate cooling and ventilation, compatibility issues

What are common hardware problems related to power supplies?

Faulty power supply, loos connections, and inadequate wattage

What are seven internal components that muse be kept properly cleaned and free of dust?

Heat sink and fan assembly, RAM, adapter cards, motherboard, fans, power supply ,internal drives

Where might you research to find possible solutions?

Help desk repair logs, other technicians, manufacturer FAQs. technical websites, new groups, computer manuals, device manuals, online forums, internet search

What is the first step in the troubleshooting process?

Identify the problem

What are four additional benefits of performing preventive maintenance?

Improves data protection, extends the life of the components, improves equipment stability, reduces the number of equipment

What are common hardware problems related to motherboards and internal components?

Incorrect or loose cables, failed components, incorrect drives, and corrupted updates

After testing for obvious issues what should follow in the troubleshooting process?

List the more complex diagnoses

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

Are all beep codes the same?

No

What are two characteristics of the approach to troubleshooting?

Organized and logical

How does dust inside a computer affect the flow if air and what effect does it have on components?

Prevents air flow and reduces the cooling of componenets

How wll a disabled device be identified?

Red circle and an X

Why should you do preventive maintenance?

Reduce potential hardware and software problems

What should be done in hardware maintenance?

Remove duct from fan intakes, remove dust from the power supply, remove dust from the components inside the computer and peripheral equipment such as printers, clean mouse, keyboard, and display, check for an secure any loose cables

What are eight typical steps in developing a software maintenance schedule?

Review and install the appropriate security updates. Review and install the appropriate software updates. Review and install the appropriate drive updates. Update the virus definition files Scan for viruses and spyware. Remove unwanted or unused programs. Scan hard drive for errors Defragment non-SSD hard drive

.What are the three common areas of computer problems?

Storage device, motherboard, internal components, power supply

What does a yellow question mark indicate?

System does not know which drive to install for the hardware

What is preventive maintenance

The regular and systematic inspection, cleaning, and replacement of worn parts, materials, and systems

What is troubleshooting?

The systematic process used to locate the cause of a fault in a computer system and correct the relevant hardware and software issues

What are beep codes used for?

To identify hardware problems

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. Follow the policies of the organization when installing security update, operating system updates, and program updates

What is the final step in the troubleshooting process?

Verify the solution with the customer

What information does Event Viewer record about the problem?

What problem occurred, date and time of problem, security of problem, source of problem, event ID as which user was logged on when event occurred

How do you know a device is operating incorrectly?

Yellow circle with an exclamation mark

What type of response should you expect from a close-ended question?

Yes or no