This chapter outlines the objectives of preventative maintenance and troubleshooting. It discusses the importance of preventative maintenance through regular inspection and cleaning to prevent failures. The troubleshooting process is described as a 5-step approach: 1) identify the problem, 2) generate potential causes, 3) test theories, 4) implement a solution, and 5) verify the solution and document findings. Backing up data and obtaining liability waivers are also emphasized before any repair work.

1. CHAPTER 5:
PREVENTING MAINTENANCE &
TROUBLESHOOTING

2. Objectives
• After completing this chapter, you will meet these
objectives:
▫ Explain the purpose of preventive maintenance.
▫ Identify the steps of the troubleshooting process.
▫ Explain the purpose of data protection.
▫ Identify the problem.
▫ Establish a theory of probable causes.
▫ Test the theory to determine an exact cause.
▫ Establish a plan of action to resolve the problem and
implement the solution.
▫ Verify full system functionality, and if applicable, implement
preventive measures.
▫ Document findings, actions and outcomes.

3. Preventive Maintenance
• What is it?
▫ Regular and systematic inspection, cleaning, and
replacement of worn parts, materials, and systems.
▫ Helps to prevent failure of parts, materials, and
systems by ensuring that they are in good working
condition.
• Be proactive!

4. Hardware Preventive Maintenance
• Clean components reduce overheating
▫ Replace components damaged or worn
• Name some tasks…

5. Software Preventive Maintenance
• Name some…

6. Preventive Maintenance Benefits
• What are they?
• Develop a plan & stick to it
▫ Computer environment
 Computer in wood shop
 Needs cleaning more often
▫ Computer use
 High-traffic networks
• Document!

7. What’s important to keep clean?

8. How to Remove Dust
• Compressed Air
▫ Hold can upright
▫ Hold fan blades
• ESD vacuum cleaner
▫ Remove dust from inside bottom of case
• Lint-free cloth
▫ Clean outside of case
▫ Always spray cleaner on cloth, not case

9. Basic Checklist of Maintenance

10. Troubleshooting
• An approach to finding a problem
• A skill that will improve over time
• THIS IS IMPORTANT IN ORDER TO HELP THE
CUSTOMER QUICKLY & EFFICIENTLY!

11. Before You Work on a Computer…
• Back up their data or make sure it has been done
▫ You could be held liable
▫ Check when, & if it actually was done correctly
• In business, backups are done routinely
• Ask customer to sign a liability release form
▫ A liability release form should contain at least the following
information:
 Permission to work on computer without a current backup
 Release from liability if data is lost or corrupted
 Description of the work to be performed

12. Troubleshooting Process

13. Conversation Etiquette
• Ask direct questions to gather info
• 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

14. Step 1: Identify the Problem
• Ask open-ended questions
▫ Allow them to explain problem
• Ask closed-ended questions
▫ Yes or no
• DOCUMENT answers
• Open/Closed Quiz

15. Open or Closed Ended?
• Have you ever used a computer?
• What did you like about your last position?
• How long did it take to become proficient in your current role?
• Why did you apply for your current position?
• When did you graduate from school?
• Which do you most like to do in your spare time, watch TV, or read a good
book?
• What kind of boss do you work for, one who is controlling or one who lets
you do your own thing?
• What did you do the last time someone didn’t like an idea you were
proposing?
• Do you like exercising?
• What route do you take to get into work?

16. Identify the Problem- Event Viewer
• Look at EVENT VIEWER
▫ 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

17. Identify the Problem- Device Manager
• Displays configured devices
• Device is not functioning
▫ No response/bad drivers
• ? Doesn’t know what driver
to install
• Device disabled

18. Other Ways to ID Problems
• Beep codes
• BIOS info
• Task Manager
• Other diagnostic tools

19. Step 2: Theory of Possible Causes
• List easiest to hardest

20. Step 3: Test Theory to Determine Cause
• Test your theories, easiest first
• You may need to escalate
▫ Document what you tried

21. Step 4: Plan of Action &
Implement Solution
• Get a plan to solve
• Implement
• Try quick, easy stuff first
▫ May need to research answers

22. Step 5: Verify Solution
• Make sure it works
• Have customer verify too

23. Step 6: Document
• Tell customer the problem & solution
• Document
▫ Description of the problem
▫ Steps to resolve the problem
▫ Components used in the repair

24. Review

25. Summary
• This chapter discussed the concepts of preventive
maintenance and the troubleshooting process.
• Regular preventive maintenance reduces hardware and
software problems.
• Before beginning any repair, back up the data on a
computer.
• The troubleshooting process is a guideline to help you
solve computer problems in an efficient manner.
• Document everything that you try, even if it fails. The
documentation that you create is a useful resource for
you and other technicians.