Some repairs, such as replacing a hard
drive or reinstall your operating
system, can jeopardize the data in the
CAUTION: You must protect your data
before starting any work on a customer's
computer. If your work causes a loss of
data to the client, you or your company
must be responsible.
BACKUP: This is a copy of data from a
computer hard disk is stored in a medium
such as a CD, GIVEN a USB or a copy
Ahead, is a list of items that you should check with
the customer regarding backups of data:
~ Date of last backup.
~ Contained in the backup.
~ Integrity give the backup.
~ Availability of all backup media for data
restoration. If the client does not have a current
backup and can not create one, you should ask you to
sign a disclaimer form. A disclaimer form must
contain at least the following information:
* Permission to work in the computer without a
backup currently available.
* DISCLAIMER if lost or damaged data.
* Description of data to be held.
CUSTOMER DATA EXTRACTION:
Label conversation when talking with
the client, you must follow these
~ Perform direct questions to gather
~ Do not use industry jargon.
~ Do not speak condescendingly
~ Do not insult the customer.
~ Do not blame the client causing the
VERIFICATION OF THE OBVIOUS
Although the client believes there is a
major problem, start with the obvious
issues before moving on to more complex
The questions and quick
overlap and can be
used together to solve
the problem. Document
each solution attempt.
The information about
the solutions will be
vital try whether to
refer the issue to
OF PROBLEM SOLVING
PROCESS EVALUATION OF
PROBLEM AND SOLUTION
The next step in the
troubleshooting process is
to evaluate the problem and
implement the solution.
Assess the problem and look
for possible solutions.
CONCLUDE WITH THE
Check the solution with the
customer. If the client is
available, show as the solution
has corrected the problem on
the computer. The
documentation must include
the following information:
~ The description of the
~ The steps for solving the
~ The components used in the
~ In this chapter, we presented the concepts of
preventive maintenance and troubleshooting
~ The periodic preventive maintenance reduces
hardware and software problems.
~ Before you begin a repair, back up the data
on the computer.
~ The problem solving process is a guideline to
help you solve computer problems effectively.
~ Document all solutions to try, even if they do
not work. The documentation will be a recueros
generate useful for you and other technical leg.