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1. PC Repair Fundamentals

2. Objectives
• Learn about tools you’ll need as a PC support technician
• Learn how to develop a preventive maintenance plan and
what to include in it
• Learn how to work inside a computer case
• Learn what happens when you first turn on a PC before the OS
is loaded
• Learn how to approach and solve a PC problem
• Learn how to troubleshoot a failed boot before the OS is
loaded
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3. Introduction
• Basic repair skills
– Developing a maintenance plan
– Implementing a maintenance plan
– Working inside a computer case
– Following sequence of events that occur at startup
• Advanced repair skills
– Using common-sense guidelines to solve problems
– Interviewing a user
– Determining if a problem occurs before or after boot
– Troubleshooting and solving a problem of a failed boot
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4. PC Support Technician Tools
• Help you maintain a computer
• Help you diagnose and repair computer problems
• Criteria for choosing tools:
– Level of PC support you expect to provide
– Amount of money you can spend
• Some essential tools:
– Ground bracelet, ground mat, or ground gloves
– Torx screwdriver set
– Recovery CD, DVD, or floppy disk for target OS
• Store tools in toolbox for PC troubleshooting
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5. Figure 2-1 PC support technician tools
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6. Recovery CDs
• Used to boot a system
• Also used to repair and reinstall Windows
• Primary recovery CD sources
– PC manufacturer (preferred)
– Operating system distributor, such as Microsoft
• Some hard drives have a hidden recovery partitions
– A hidden partition can be used to reinstall Windows
– A utility for creating recovery CDs may be provided
– Access hidden utilities by pressing a Fn key at startup
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7. Figure 2-2 Windows Setup CD and Windows Recovery CDs
for a notebook computer
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8. Loop-Back Plugs
• Used to test various ports
– Some port types: serial, parallel, USB, network
• How to use a loop-back plug
– Plug in the loop-back plug
– Run the software that comes with the plug
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9. Figure 2-3 Loop-back plugs used to test serial and parallel ports
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10. Cleaning Pads and Solutions
• Various types are designed for specific uses
• Example: contact cleaner
– Cleans contacts on expansion cards
• Warning: solutions may be flammable and/or toxic
• Sources of safety and emergency instructions:
– Side of the can of solution
– Material safety data sheet (MSDS)
• Adhere to safety procedures of your employer
– Example: fill out an accident report (if required)
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11. Figure 2-5 Each chemical you use should have available
a material safety data sheet
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12. Post Diagnostic Cards
• Report computer errors and conflicts at POST
• How to use a POST diagnostic card:
– Install card in an expansion slot on the motherboard
– Attempt to boot your system
– Record any error codes appearing in LED panel
– Look up the entry associated with the error code
• Examples of Post diagnostic cards:
– PCI Error Testing/Debug Card by Winic Corporation
– POST card V3 by Unicore Software, Inc.
– Post Code Master by MSD, Inc.
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13. Figure 2-6 Post Code Master diagnostic card by MSD, Inc.
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14. PC Preventive Maintenance
• Preventive maintenance reduces number of problems
• Goals of preventive maintenance plans:
– Prevent failures
– Reduce repair costs
– Reduce downtimes
• Goal of disaster recovery plan: manage failures
• Some causes of PC failure: heat, dust, spills, viruses
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15. PC is your Permanent Responsibility
• Tasks and procedures to prepare for troubleshooting
– Keep good backups of data and system files
– Document all setup changes, problems, and solutions
– Protect the system against viruses and other attacks
• Always use a firewall (software or hardware barrier)
• Install and run antivirus software
• Keep Windows Updates current
– Physically protect your equipment
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16. Figure 2-9 Configure antivirus software to scan e-mail and
instant message attachments and to download updates
automatically
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17. Preventive Maintenance Plan
• Plan based on history or pattern of malfunctions
– Example: PCs in dusty areas need more maintenance
• Goals common to maintenance plans
– Extend the working life of a PC
– Anticipate problems that could disrupt service
– Ensure data is secure and backed up
– Provide support to PC users
• Basic steps involved in designing a plan
– Define your overall goals
– Incorporate procedures for achieving goals
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18. Dealing with Dust
• Dust accumulates in layers over components
• Two major problems due to dust blankets
– PC components directly overheat
– Cooling fans jam, also resulting in overheating
• Maintenance task: remove the layer of dust
• Two tools used to remove dust:
– Antistatic vacuum
– Compressed air
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19. Preparing a Computer for Shipping
• Adverse factors to consider:
– Rough handling
– Exposure to water, heat, and cold
– Misplacement or theft of computer
• Some shipping guidelines to follow:
– Backup the hard drive onto a backup medium
– Remove inserted disks, tape cartridges, or CDs
– Coil and secure all external cords
– Separately wrap hardware components
– Purchase insurance on the shipment
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20. Disposing of Used Equipment
• Various guidelines for disposing of equipment:
– Table 2-2
– Manufacturer documentation
– Local environmental regulators
• Danger posed by monitors and power supplies
– Residual charge in capacitors can cause shock
– Modern devices discharge if unplugged for 60 minutes
– Older devices may require discharge with a probe
• Destroy secondary storage devices with sensitive data
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21. Table 2-2 Computer parts and how to dispose of them
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22. How to Work Inside a Computer
• Objective: dismantle a computer, put it back together
• Some safety precautions to follow:
– Make notes that will help you backtrack
– Keep screws and spacers orderly
– Do not stack boards on top of each other
– Do not touch the chips on circuit boards
– Do not use a graphite pencil to change DIP settings
– Turn off the power, unplug and ground the computer
– Do not remove covers of monitors or power supplies
– Keep components away from hair and clothing
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23. Static Electricity
• Build-up of charge due to absence of conductors
• Electrostatic discharge (ESD)
– Due to dissimilar electrical surfaces making contact
– Only 10 volts of ESD can damage PC components
– Walking across carpet generates up to 12,000 volts
• Two types of damage: catastrophic and upset failure
• Tool and methods for grounding yourself and the PC
– Ground bracelet, ground mats, static shielding bags,
antistatic gloves
• If working inside a monitor, do not ground yourself
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24. Figure 2-13 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
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25. Steps to Take Apart a Computer
• Essential tools:
– Ground bracelet
– Phillips-head screwdriver
– Flat-head screwdriver, paper, and pen
• Follow safety precautions at all times
• Summary of Steps 1 - 4
– 1. Enter CMOS and write down customized settings
– 2. Power down the system, unplug all components
– 3. Put the computer on a good-sized table
– 4. Remove the cover of the PC
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26. Figure 2-19 Removing the cover
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27. Steps to Take Apart a Computer
• Summary of steps 5 - 11
– 5. Diagram cable connections and switch settings
– 6. Identify cables connecting drives to
motherboard
– 7. Remove the cables to all drives
– 8. Remove the expansion cards
– 9. Remove the motherboard (or drives)
– 10. Remove the power supply from the case
– 11. Remove each drive (if not already removed)
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28. Figure 2-33 Remove the motherboard from the case
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29. Put a Computer Back Together
• 1. Install power supply, drives, motherboard,
cards
• 2. Connect all data and power cables
• 3. Plug in the keyboard, monitor, and mouse
• 4. Ask instructor to check work (if in a
classroom)
• 5. Turn on the power and check PC functions
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30. Understanding the Boot Process
• Key learning objectives
– Know how to boot a PC
– Understand what happens first when a PC is turned
on
– Understand how an operating system is loaded
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31. Booting a Computer
• Process that drives a computer to a working
state
• Hard (cold) boot: turn the power switch on
• Soft (warm) boot: allow the OS to reboot
• How to soft boot Windows XP
– Click Start
– Click Turn Off Computer
– Click Restart
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32. Hard Boot and a Soft Boot
• Hard boots are more stressful on machines
– Power surges through system when PC is turned on
• Reasons to choose a soft boot over hard boot
– Less stressful on the machine
– Faster due to skipping initial steps
• Some computers have a soft and hard power switch
– Soft power switch shuts down and restarts Windows
– Hard power switch cuts power and restarts machine
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33. BIOS Controls & Beginning of the
•
Boot
The startup BIOS gets a system up and running
• Four phases of the boot process:
– BIOS runs the POST and assigns system resources
• POST: power-on self test
– BIOS searches for and loads an OS
– OS configures system and completes its own
loading
– Application software is loaded and executed
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34. Figure 2-40 Boot Step 1: The ROM BIOS startup
program surveys hardware resources and needs and
assigns system resources to satisfy those needs
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35. Changing the Boot Sequence
• BIOS looks to CMOS RAM to locate the OS
• Boot sequence: order of drives checked for an
OS
• Change boot sequence using CMOS setup
utilities
• Access CMOS setup utilities when PC is turned
on
– Example: press F8 before Windows screen
appears
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36. Figure 2-42 Numbered steps show how BIOS searches for and begins
to load an operating system (in this example, Windows NT/2000/XP is
the OS)
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37. How to Troubleshoot a PC Problem
• Assume the attitude of an investigator
• Do not compound the problem by your own
actions
• Look at the problem as a learning opportunity
• Ask questions until you understand the
problem
• Believe that you can solve the problem
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38. Steps to Solving a PC Problem
• Key advice:
– Ask good questions
– Document the process
• Four-step problem solving process:
– Step 1: Interview the user
– Step 2: Back up data
– Step 3: Solve the problem
– Step 4: Verify the fix and document the solution
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39. Figure 2-44 General approach to troubleshooting
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40. Troubleshooting a Failed Boot
• It takes time to acquire troubleshooting skills
• Hands-on training: troubleshooting a failed
boot
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41. My Computer Won’t Boot
• First step: maintain your calm
• Second step: develop a game plan
• Figure 2-45 provides a procedure
• Plan is driven by a set of yes-no questionsExample: Does the
PC boot properly?
• If no, troubleshooter is directed to another question
• If yes, troubleshooter is directed to stop (for now)
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42. Figure 2-45 Use this flowchart when first facing a computer problem
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43. Major Subsystems Used For Booting
• Categories of troubleshooting steps in Figure
2-45
– The electrical subsystem
– Essential hardware devices
• The motherboard, memory, and the CPU
– Video
– Reading from the hard drive
• Key aides: tables identifying error codes
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44. Table 2-4 Beep codes and their meanings
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45. Summary
• Some PC repair tools: recovery CDs, screwdrivers,
POST, cleaning pads and solutions, diagnostic cards
• Preventive maintenance plans extend the life of a PC
• Follow an organization’s preventive maintenance
plan, or develop one if it does not exist
• Computers present chemical and electrical hazards
• Protect components in case from ESD by grounding
yourself and the PC
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46. Summary
• Assembling and reassembling a PC prepares the
technician for actual repair work
• Startup BIOS controls when the boot process begins
• Four step boot process: POST, loading the OS, OS
initializing itself, loading and executing applications
• Expert troubleshooters ask good questions
• Before tackling a problem, develop a game plan
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