SYSTEM ADMINISTRATION AND MAINTENANCE NOTES PERIYAR UNIVERSITY

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VG PRUCAS PENNAGARAM
Laptops and Portable Devices
Notebooks, laptops, and tablets are types of portable computers. all portable computers will be called
"laptops".
Common Uses of Laptops
 Taking notes in school or researching papers
 Presenting information in business meetings
 Accessing data away from home or the office
 Playing games while traveling
 Watching movies while traveling
 Accessing the Internet in a public place
 Sending and receiving email in a public place
Common Uses of PDAs and Smartphone’s
 The PDA is an electronic personal organizer with tools to help organize information
 The Smartphone is a mobile phone with PDA capabilities.
 Other uses of PDAs and Smartphone’s are to take phone calls, voice memos, taking notes, text
messaging, browsing the internet, reading eBooks, playing games, internet chat, music,
contacts, calendar and GPS.
The Components of a Laptop
Common laptop features:
 Small and portable
 Integrated display screen in lid
 Integrated keyboard
 AC power source or rechargeable battery
 Hot-swappable drives and peripherals
 Some type of docking station or port replicator to connect to peripherals
Components Outside of a Laptop
 Top view of virtual laptop
o Bluetooth status LED
o Battery status LED
o Standby LED
 Rear view of virtual laptop
o AC power Parallel port
o Battery bay connector
 Left side view of virtual laptop

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o Ventilation grill
o RJ-11 modem Network LEDs
o Microphone
o Ethernet
o USB
o PC card
o jack port
o port slot
o Headphone
o Security
o S-video jack
o keyhole port
 Front view of virtual laptop
o Latch
o Infrared Speakers port
o Ventilation grill
 Right side view of virtual laptop
o Optical drive
o VGA port
o Optical drive indicator Drive bay indicator
 Underside view of virtual laptop
o Hard drive access panel
o Battery latches
o Docking connector
o RAM access panel
Components Inside of a Laptop
 Open laptop
o Volume controls Power button
o Keyboard
o Touchpad
o Pointer controller
o Finger print reader
 LEDs inside laptop
o Hard
o Wireless Bluetooth Caps lock
o Num lock drive Battery
o Power Standby on
Components on a Docking Station
 Top view of docking station

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o Power
o Docking connector button
o Eject button
o External-diskette-drive connector
 Rear view of docking station
o AC power PC card VGA connector slot port
o Exhaust fan
o Ethernet port
o RJ-11 Serial port
o Headphone connector
o USB Line In port DVI connector port
o Parallel Keyboard port port
o Mouse port
 Right side view of docking station
o Key lock
Compare Laptop Components and Desktop Components
 Desktop components tend to be standardized. They usually meet universal form factors.
 Laptop manufacturer’s focus on refining laptop components to make them more efficient and
compact as a result, laptop components are proprietary.
 You may not be able to use components made by one laptop manufacturer to repair a laptop
made by another manufacturer.
Compare Motherboards
 Desktop motherboards have standard form factors. The standard size and shape allow
motherboards from different manufacturers to be interchangeable.
 Laptop motherboards vary by manufacturer and are proprietary.
 Laptop motherboards and desktop motherboards are designed differently.
 Components designed for a laptop generally cannot be used in a desktop.
Compare CPUs
 Laptop processors are designed to use less power and create less heat than desktop processors.
 Laptop processors do not require cooling devices that are as large as those found in desktops.
 Laptop processors also use CPU throttling to modify the clock speed as needed to reduce power
consumption and heat.
Compare Power Options
 Power management controls the flow of electricity to the components of a computer.
 Desktops are usually set up in a location where they remain plugged into a power source.
 Laptops are small and portable. This portability feature is achieved by combining the small size
and weight of a laptop with the ability to operate from a battery.

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 When the laptop is plugged in, laptop power management sends electricity from the AC power
source to the laptop components.
 The laptop power management also recharges the battery. When the laptop is unplugged,
laptop power management takes electricity from the battery and sends it to the laptop
components.
There are two methods of power management:
■Advanced Power Management (APM): APM is an earlier version of power
management. With APM, the BIOS was used to control the settings for power management.
■Advanced Configuration and Power Interface (ACPI): ACPI has replaced APM. ACPI
offers additional power management features. With ACPI, the operating system controls power
management.
Compare Expansion Capabilities
 Expansion capabilities add functionality to a computer. Many expansion devices can be used
with both laptops and desktops:
o External drives
o Modems
o Network cards
o Wireless adapters
o Printers
o other peripherals
 Expansion devices are attached to laptops and desktops differently.
o A desktop attaches these devices with USB ports and parallel ports.
o A laptop attaches these devices with USB ports, parallel ports, and PC Cards.

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Configure Laptops
 To allow applications and processes to run smoothly:
o Configure and allocate system resources
o Install additional components and plug-ins
o Change environmental settings to match software requirements.
 A laptop can be customized for specific purposes by adding external components.
 Adding external components is usually accomplished through the use of Plug and Play, but
occasionally driver installation and additional configuration may be required.
 Follow safe removal procedures when disconnecting hot-swappable and non-hot-swappable
devices.
Configure Laptop Power Settings

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Checking the ACPI Settings in the BIOS
Here are the steps to check the ACPI settings in the BIOS:
1. Enter BIOS setup by pressing the appropriate key or key combination while the computer is booting.
Typically this is the Delete key or the F2 key, but there are several other options.
2. Locate and enter the “Power Management settings” menu item.
3. Use the appropriate keys to enable ACPI mode.
4. Save and Exit BIOS setup.
Power Settings in Windows XP
 To configure your power settings, click:
Start > Control Panel > Power Options
Replacing Laptop Components
 CAUTION: Always disconnect power and remove the battery before installing or removing
laptop components that are not hot swappable.
Mobile Phone Standards

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Common Preventive Maintenance
Proper Cleaning Procedures
Follow proper cleaning procedures to clean a laptop, Keyboard, Floppy drive, Ventilation ,Optical disk
drive ,LCD display ,CD or DVD disc

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Optimal Operating Environments
An optimal operating environment for a laptop is clean, free of potential contaminants, and
within the temperature and humidity range specified by the manufacturer.
It is important to transport or ship laptops carefully. Use a padded laptop case to store your
laptop.
Laptops are transported to many types of environments. Dust particles, temperature, and
humidity can affect the performance of a laptop. Follow these guidelines to help ensure optimal
operating performance from your laptop:
 Clean the laptop frequently to remove dust and potential contaminants.
 Do not obstruct vents or airflow to internal components. A laptop can overheat if air circulation
is obstructed.
 Keep the room temperature between 45 and 90 degrees Fahrenheit (7 and 32 degrees Celsius).
 Keep the humidity level between 10 and 80 percent.
Troubleshooting
 Determine if a repair is cost-effective.
 The cost of the repair should be compared to the replacement cost minus the salvage value.
Troubleshooting Process
Step 1 Gather data from the customer
Step 2 Verify the obvious issues
Step 3 Try quick solutions first
Step 4 Gather data from the computer
Step 5 Evaluate the problem and implement the solution
Step 6 Close with the customer
1. Gather Data from the Customer
 Customer information Company name, contact name, address, phone number
 Laptop information Manufacturer, model, OS, network environment, connection type
 Description of problem
 Open-ended questions
o What was happening when you first experienced the problem?
 Closed-ended questions
o Is the laptop currently using the battery as the power source?
2. Verify the Obvious Issues
Examine the most obvious causes of a problem.
 Battery, L EDs, Function keys, Cable connections

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 Loose or improper connections Check the Device Manager; remove and reinsert components
 Power issues Check power LEDs and power source
 Wireless network issues Check network LEDs, Network Connections and wireless signal strength
 Sound and audio issues
 Stylus issues
3. Try Quick Solutions First
A quick solution can save time and money.
 Reboot the computer.
 Verify BIOS settings.
 Remove or unplug unnecessary peripherals.
 Use the Last Known Good Configuration option.
4. Gather Data from the Computer
Data gathered from the laptop can be used to confirm the problem description given by the customer.
5. Evaluate Problem & Implement Solution
1. Evaluate the information gathered from the customer and from the laptop
2. Determine possible solutions
o Previous experience of solving problems with Computer
o computers manuals
o Manufacturer FAQs
o Device manuals
o Other technicians

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o Internet search engines.
o Online forums and chat
o News groups.
o Technical websites
3. Implement the best solution
6. Close with the Customer
 Discuss with customer the solution implemented.
 Have customer verify problem is solved.
 Provide all paperwork to customer.
 Document steps of solution.
 Document components used in repair.
 Document time spent to resolve the problem.
Common Problems and Solutions
Printers and Scanners
Introduction
 Printers produce paper copies of electronic files. Hard copies of computer documents remain
important today.
 Scanners allow users to convert paper documents into electronic files.

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Types of Printers
 Computer technicians should know how to purchase, repair, or maintain a printer.
 A customer may request a technician to:
o Select a printer
o Install and configure a printer
o Troubleshoot a printer
Characteristics and Capabilities of Printers
Printers available today are:
 Laser printers using electro photographic technology
 Inkjet printers using electrostatic spray technology
 Dot matrix printers using impact technology Used in applications that require multiple
(“carbon”) copies
 When selecting a printer, consider the following criteria:
o Capacity
o Speed
o Color
o Quality
o Reliability
o Cost
Capacity and Speed
 Printer capacity and speed are factors to consider when selecting a printer
 Printer speed is measured in pages per minute (ppm):
o Inkjet Printer 2 -6 ppm
o Laser Printer 8 -200 ppm
 Price of a printer reflects its capacity and speed
Printers: Color and Quality
 The choice between a black-and-white printer and a color printer depends on the needs of
customers.
 A printer produces colors using subtractive mixing.
o The eye sees a color that reflects from the combination of colors on the paper.
 Quality is measured in dots per inch (dpi).
 The more dpi, the higher the resolution
Printers: Reliability and Cost
 Factors of reliability include:
o Warranty

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o Scheduled servicing
o Mean time between failures (MTBF)
 Total Cost of Ownership (TCO) includes:
o Initial purchase price
o Cost of supplies, such as paper and ink
o Price per page
o Maintenance costs
o Warranty costs
o The amount of material to be printed
o The expected lifetime of the printer
Printer to Computer Interfaces
 To access a printer, a computer must have an interface with it. The following are common
interface types:
 Serial data transfer is the movement of single bits of information in a single cycle.
 Serial ports are D-shell and are either male or female ports
 Parallel data transfer is the movement of multiple bits of information in a single cycle.
 Parallel data transfer is faster than serial data transfer
 Small Computer System Interface (SCSI), pronounced “scuzzy”, uses parallel communication to
achieve high data-transfer rates.
 Universal Serial Bus (USB) is a common interface for printers and other devices.
More Interface Types
 Firewire is also known as i.LINK or IEEE 1394 and is a high-speed, communication bus that is
platform independent. Firewire devices are hot-swappable.
 Ethernet is an interface for network printers, which are usually a resource shared on a network.
 Wireless printing technology:
o Infrared requires transmitters and receivers on both devices, a clear line of sight
between the transmitter and receiver, and a maximum distance of 15 ft (4.5 m).
o Bluetooth technology uses an unlicensed radio frequency for short-range
communication.
o Wi-Fi or IEEE 802.11 is a standard for wireless communication.
Laser Printers
 A laser printer is a high-quality, fast printer that uses a laser beam to create an image.
 The main components contained within a laser printer:
o Toner cartridge
o Laser scanner
o High-voltage power supply
o Paper transport mechanism

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o Transfer corona
o Fuser assembly
o Control circuitry
o Ozone filter
 NOTE: You should know the components of a laser printer and the steps required to print a
page.
Laser Printing Process
 The laser printer process involves six steps to print information onto a single sheet of paper
WARNING
 The primary corona wire or grid, or the conditioning roller, can be very dangerous.
 The voltage runs as high as -6000 volts.
 Only certified technicians should work on the unit.
 Before working inside a laser printer, you should make sure that voltage is properly discharged.
Impact Printers
 Impact printers form characters when the print head impacts a printer tape or inked ribbon to
create characters. (Daisywheel and dot-matrix printers)
 Advantages:
o Uses inexpensive consumables
o Uses continuous feed paper
o Has copy printing ability (“carbon copies”)

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 Disadvantages:
o Noisy
o Low resolution graphics
o Limited color capability
o Slow printing, normally 32 to 76 characters per second (cps)
Inkjet Printers
 Use ink-filled cartridges that spray ink onto a page through tiny holes, or nozzles. The ink is
sprayed in a pattern on the page, one column of dots at a time.
 Produce high quality print
 Easy to use
 Inexpensive compared to laser printers
 Two types of inkjet nozzles:
o Thermal -A pulse of electrical current is applied to heating chambers around the nozzles.
The heat creates a bubble of steam in the chamber which forces ink out through the
nozzle.
o A charge is applied to piezoelectric crystals, located in the ink reservoir at the back of
each nozzle. This charge causes the crystals to vibrate. The vibration controls the flow of
ink onto the paper.
Inkjet Printer Components
 A feeding mechanism draws paper in and the paper passes by the print head where ink is
sprayed onto it.
 Paper leaves the printer through the discharge mechanism, and is wet for about 15 seconds.
Solid-ink Printers
 Use solid sticks of ink rather than toner or ink cartridges
 The printing process:
o Step 1: Cleaning
o Step 2: Spraying
o Step 3: Transferring
 Advantages:
o Produces vibrant color prints
o Easy to use
o Can use many different paper types
 Disadvantages:
o Expensive (the printer and ink)
o Slow to warm up

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Thermal Printers
 A thermal printer uses chemically-treated paper that becomes black when heated.
 A thermal transfer printer uses heat-sensitive ribbon, which the print head melts onto the
paper.
 Thermal printers have a longer life because there are few moving parts.
 Disadvantages:
o Paper is expensive
o Paper has a short shelf life
o Images are poor quality
o Paper must be stored at room temperature
Dye-Sublimation Printers
 Also called thermal dye printers
 Usually used in producing photo-quality images for graphic printing
 Uses solid sheets of ink that change directly from solid to gas when heated, in a process called
sublimating
 Advantages:
o Very high quality images
o Overcoat layer reduces smearing, increases moisture resistance
 Disadvantages:
o Media can be expensive
o They are better for color than for grayscale (black and white)
Installation and Configuration of Printers
 When purchasing a printer, the installation and configuration information is usually supplied by
the manufacturer:
o An installation CD that includes drivers, manuals, and diagnostic software
o Also available as downloads from the manufacturer's website
How to Set Up a Printer
1. Check the box to ensure all required cables are provided.
2. Remove packing materials from the printer and plastic inserts from the consumables.
3. Place printer in position. Ensure that the printer location will not cause overheating.
4. Install paper trays.
5. Install paper.
6. Read and follow the instruction manual .

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7. Connect cables.
8. Test print from computer.
Power and Connect the Printer
1. Connect the appropriate data cable to the communication port on the back of the printer.
2. Attach the power cable to the printer and the other end to an available electrical outlet.
 Warning: Never plug a printer into a UPS. The power surge that occurs when the printer is
turned on will damage the UPS unit.
Printer Driver
 Printer driver is the software program that enables the computer and the printer to
communicate with each other.
1. Find out if a newer driver is available on the manufacturer’s website
2. Download the driver files to your computer
3. Install the driver automatically or manually
4. Test the new printer driver
Printer Firmware
 Firmware is a set of instructions stored on the printer to control how the printer operates.
 If printing problems occur or you need new features, consider upgrading the printer's firmware.
 Download the upgrade file from the manufacturer's website and run a setup file to install it.
Printer Memory
 Printer memory is used to buffer print jobs, create pages, or draw images for documents.
o Adding printer memory can improve printing speed and allow the printer to handle
more complex print jobs.
 Print-job buffering is the ability of the printer to capture as much of the print job into its internal
memory as possible.
 Consult the documentation for memory requirements:
o Memory specifications
o Memory population and availability
Upgrade Printer Memory
1. Turn off the printer.
2. Disconnect all cables.

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3. Open the memory compartment.
4. Replace memory modules or add new modules.
5. Close the memory compartment.
6. Reconnect all cables.
7. Power on printer.
8. Run a self-test.
9. Print a test page.
Configuration Options and Defaults
 Common printer settings:
o Paper type
o Print quality
o Color printing
o Black-and-white printing
o Grayscale printing
o Paper size
o Paper orientation
o Print layout
o Duplex
Optimize Printer Performance
 Print spool settings
o You may store documents that are prepared for printing in a file in RAM called the print
spool.
o Spooling programs allow the application you are printing from to finish faster. You may
also print directly to the printer.
 Printer calibration
o You can adjust settings to match the colors seen on the screen and the colors on printed
sheet.
 Paper orientation
o You can select landscape or portrait image layout.
Print a Test Page
Print from an Application
 To print from Notepad: Start > Programs > Accessories > Notepad
o A blank document will open.

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o Enter some text in the document.
o File > Print
Test a Printer from the Command Line
 Printing from the command line is limited to ASCII files only, such as .txt and .bat files.
 To send a file to the printer from the command line, use this path: Start > Run
 The Run box should pop up. Type cmd in the Run box, and then click OK.
 At the command line prompt, enter the following command: Print thefile.txt
Test Printer from Printer Panel
 Most printers have a front panel with controls to allow you to generate test pages.
 This method of printing enables you to verify the printer operation separately from the network
or computer.
 Consult the printer manufacturer's website or documentation to learn how to print a test page
from the front panel of the printer.
Sharing a Printer
 Printer sharing enables multiple network users or clients to access a printer. Windows 2000/XP
installs the print sharing capability in the basic setup.
Printer Sharing
1. Click Start > Printers and Faxes.
2. Right-click the printer and choose Properties.
3. Select the Share tab.
4. Click the Share this printer radio button.
5. Keep or change share name.
6. Click Apply.
 To connect to the shared printer from another computer: Choose Start > Printers and Faxes >
Add Printer Follow the steps using the Add Printer Wizard
Types of Scanners
 Technicians may be required to purchase, repair, or maintain a scanner.
 The following are tasks that a customer may request:
o Select a scanner
o Install and configure a scanner
o Troubleshoot a scanner

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 Scanners convert printed data or images into an electronic data format that a computer can
store or process as required.
 A scanned image can be saved, modified, and even e-mailed as you would with any other file.
 Scanner’s Types:
o All-in-one scanner
o Flatbed scanner
o Handheld scanner
o Drum scanner
Resolution and OCR
 Features, quality, and speed of scanners vary.
o Scanners typically create an RGB image that can be converted into image formats such
as JPEG, TIFF, Bitmap, and PNG.
o An RGB image has three channels: red, green, and blue.
 Some scanners can create text documents using optical character recognition (OCR).
o OCR software is used to convert a scanned printed page into text that can be edited
with a word processor.
o Resolution of a scanner is measured in dots per inch (dpi). Like printers, the higher the
dpi, the better the quality of the image.
Interfaces and Cables
 To allow communication of data, the scanner and computer must have compatible interfaces.
 Interfaces and cables used for printers are typically the same as those used for scanners.

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All-in-one Scanners
 An all-in-one device combines the functionality of multiple devices into one physical piece of
hardware. Scanner, Printer, Copier, and/or Fax
 Advantages:
o All devices are built in
o Low cost.
o One upgrade for all devices
o Easy connection and setup devices
o Uses one port for all devices
 Disadvantages:
o One problem effects all
o Not designed for heavy use
Flatbed Scanners
 Often used to scan books and photographs for archiving.
 Image is acquired by placing the document face down on the glass. The scanner head lies
beneath the glass and moves along the item, capturing the image.
 Sheet feeders can be used with flatbed scanners to scan multiple pages automatically.
 Maintenance:
o Keep flatbeds scanning glass clean.
o Avoid placing items in the scanner that can scratch the glass.
Handheld Scanners
 Pass the scanner head across the surface you want to scan.
 When you want to scan an item larger than the head of the handheld scanner, you must make
more than one pass to capture the full image and then put the images back together to form a
single image of the item that was scanned.

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Drum Scanners
 Produce a high-quality scanned image
 Usually used in commercial operations
 Being replaced by lower priced, high-quality flatbed scanners
 Still in use for high-end reproductions, such as archiving photographs in museums
 To scan an image using a drum scanner:
o Attach the image to a revolving drum or load it into a supporting canister.
o Drum is rotated at high speed across optical scanners. Optical scanners move slowly
across the drum surface until the entire image is captured. The captured image is then
reproduced by the computer as a digital image file.
Installation and Configuration
 An installation CD that includes drivers, manuals, and diagnostic software will be included with
the scanner.
 The same tools may also be available as downloads from the manufacturer's website.
Power and Connect a Scanner
 Scanners can connect to a computer using a USB, FireWire, network, or parallel port. Some
scanners may connect using a SCSI interface.
 Some scanners can draw all the power they need from the USB or FireWire connector.
 All-in-ones connect directly to AC power.
 Scanners that do not include a printer can connect using an AC power adapter.
 After unpacking the scanner, connect the appropriate power and data cables.
 CAUTION: Some scanners are packed for shipping with the scanner assembly taped or blocked
off to prevent damage in transport.
Install and Update Device Driver
 Once the scanner is connected and started, the computer operating system may be able to
discover the scanner through the Plug and Play (PnP) process.
 Install the driver software from the manufacturer.
 The manufacturer's website may provide more up-to-date software.
Configuration Options and Defaults
Preventive Maintenance Techniques
 Printers and scanners have many moving parts that can wear out over time or through extended
use. Moving parts can be affected by dust and other particles.
 Clean printers and scanners regularly to avoid downtime, loss of productivity, and high repair
costs.

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Printer Maintenance
 Printers have many moving parts and require more maintenance than most electronic devices.
 CAUTION: Unplug the printer from the electrical source before beginning maintenance.
 Techniques for maintaining printers:
o Use manufacturer monitoring and diagnostic software.
o Dot matrix printers have roller surfaces that you should clean with a damp cloth.
o Inkjet printers have paper-handling mechanisms that may collect particles of paper over
time. Wipe the area with a damp cloth.
o Clean a laser printer with a special vacuum cleaner (not a household type) if you spill the
toner. Unplug a laser printer before cleaning it due to the high voltages.
Printer Paper and Ink
 The correct type of paper helps the printer operate better.
 Types of printer paper available include inkjet and laser.
 Some papers, especially photo paper and transparencies, have a right and wrong side marked by
an arrow on the package.
 Manufacturer will recommend the brand and type of ink to use.
 If the wrong type of ink is used, the printer may not work or the print quality may be reduced.
 Do not refill ink cartridges because the ink may leak.
Scanner Maintenance
 The scanner surface should be kept clean. If the glass becomes dirty, consult the manufacturer's
user manual.
 To prevent liquid from leaking into the scanner case, do not spray glass cleaner directly on the
device. Dampen a cloth with cleaner, and then apply gently to the glass.
 If the inside of the glass becomes dirty, check the manual for instructions on how to open the
unit or remove the glass from the scanner. If possible, clean both sides of the glass.
 When the scanner is not in use, keep lid closed.
 Never lay anything heavy on a scanner.
 Store handheld scanners in a safe place.
Troubleshooting Printers and Scanners
Step 1 Gather data from the customer
Step 2 Verify the obvious issues
Step 3 Try quick solutions first
Step 4 Gather data from the computer
Step 5 Evaluate the problem and implement the solution

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Step 6 Close with the customer
1. Gather Data from the Customer
 Customer information Company name, contact name, address, phone number
 Printer or scanner information Manufacturer, model, OS, network environment, connection
type
 Description of problem
o Open-ended questions
 What were you doing when the problem was identified?
o Closed-ended questions
 Can you print from an application?
2. Verify the Obvious Issues
 Some of the areas to investigate or have the customer confirm include:
o Loose cable connections.
o Out of paper
o Errors on equipment display.
o Printer queue
o Errors on computer screen.
o Paper jams
o Equipment power.
o Low ink warning
3. Try Quick Solutions First
 Printer or scanner problems may be either in the hardware or the software.
 Quick hardware solutions to try:
o Restart the printer or scanner Restart the computer
o Ensure printer doors are closed Reconnect the cables
o Check printer for paper jams Reseat paper in trays
o Open and close printer trays
 Quick software solutions to try:
o Print from another application
o Remove all print jobs from the queue: Start > Printers and Faxes > double-click the
printer > Printer > Cancel All Documents
4. Gather Data from the Computer
 The data gathered from the computer can be used to confirm the data obtained from the
customer.
 Ensure the correct printer is selected as default.
 Check that the correct services are running.

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 Check print monitor.
 Ensure there are no hardware issues in Device Manager.
 Ensure the printer or scanner is configured correctly in the Control Panel.
5. Evaluate Problem & Implement Solution
 If necessary, research and prioritize other possible solutions, from the easiest to implement to
the most difficult.
 Go to the manufacturer's website to get the most recent information about the printer or
scanner:
o Known issues with hardware
o Latest version of the drivers
o Proper driver for software platform
o Latest version of utilities and software
o FAQs
 Note: Try each solution one at a time. If a solution is tried and the problem is not fixed, then the
technician should totally reverse the attempted solution before proceeding to the next step.
6. Close with the Customer
 Closing with the customer is the final step in the troubleshooting process.
o Complete the work order.
o Communicate what the problem was and how it was fixed.
o Have the customer test the solution and verify that the printer or scanner is working
correctly.
 Complete all documentation and prepare an invoice for the customer, if applicable. Include the
problem, the solution, the time it took to resolve the problem, and your contact information.
Common Problems and Solutions

SYSTEM ADMINISTRATION AND MAINTENANCE NOTES PERIYAR UNIVERSITY

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