20854132 PC Repair Technician

PC Repair TechnicianPC Repair Technician

By Ben DennisBy Ben Dennis

A+ Guide to Hardware, 4eA+ Guide to Hardware, 4e 22

ObjectivesObjectives How a PC Tech deals with customers How a PC Tech deals with customers Tools needed by the PC techTools needed by the PC tech How PC a Tech works inside a computer How PC a Tech works inside a computer

casecase How The PC Tech approaches and solves How The PC Tech approaches and solves

a problem or problemsa problem or problems

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IntroductionIntroduction Repair Skills:Repair Skills:

Using common-sense guidelines to isolate Using common-sense guidelines to isolate and solve problemsand solve problems

Working inside the computer caseWorking inside the computer caseDetermining if a problem occurs before or Determining if a problem occurs before or

after a boot after a boot Troubleshooting and solving failed boot Troubleshooting and solving failed boot

problemsproblemsTroubleshooting Intermittent problemsTroubleshooting Intermittent problems

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Customer InteractionCustomer Interaction

Set and agree on repair costs and fees before Set and agree on repair costs and fees before doing any repair work.doing any repair work.

Ask detailed questions about the computer, the Ask detailed questions about the computer, the problems it has and what happened when it problems it has and what happened when it stopped workingstopped working

Ask if manuals, CDs, DVDs and other computer Ask if manuals, CDs, DVDs and other computer information can be obtained for the repairs from information can be obtained for the repairs from the customerthe customer

Give the customer an estimate, that must be Give the customer an estimate, that must be agreed on, before repairs begin agreed on, before repairs begin

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PC Support Technician ToolsPC Support Technician Tools Help Repair a computerHelp Repair a computer

Help diagnose and repair computer problemsHelp diagnose and repair computer problems Criteria for choosing tools:Criteria for choosing tools:

Level of PC support expected to provideLevel of PC support expected to provide Amount of money that can be spendAmount of money that can be spend

Some essential tools:Some essential tools: Ground bracelet, ground mat, antistatic bagsGround bracelet, ground mat, antistatic bags Assortment of hand tools and test equipmentAssortment of hand tools and test equipment Recovery CD, DVD, or USB Drive for target OS and Recovery CD, DVD, or USB Drive for target OS and

other required softwareother required software Store tools in toolbox for PC troubleshootingStore tools in toolbox for PC troubleshooting

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PC technician tools

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Recovery CDs Recovery CDs

Used to boot a systemUsed to boot a system Also used to repair and reinstall WindowsAlso used to repair and reinstall Windows Primary recovery CD sourcesPrimary recovery CD sources PC manufacturer (preferred)PC manufacturer (preferred) Operating system distributor, such as MicrosoftOperating system distributor, such as Microsoft Some hard drives have a hidden recovery partitionsSome hard drives have a hidden recovery partitions A hidden partition can be used to reinstallA hidden partition can be used to reinstall WindowsWindows A utility for creating recovery CDs may be providedA utility for creating recovery CDs may be provided Access hidden utilities by pressing a Fn key at startupAccess hidden utilities by pressing a Fn key at startup

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The Repair Tech must Deal with DustThe Repair Tech must Deal with Dust

Dust accumulates in layers over componentsDust accumulates in layers over components Two major problems due to dust blanketsTwo major problems due to dust blankets

PC components directly overheatPC components directly overheat Cooling fans jam, also resulting in overheatingCooling fans jam, also resulting in overheating

Maintenance task: remove the layer of dustMaintenance task: remove the layer of dust Two tools used to remove dust:Two tools used to remove dust:

Antistatic vacuum Antistatic vacuum Compressed air Compressed air

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How Repair Techs work inside ComputersHow Repair Techs work inside Computers

Objective: dismantle a computer, put it back togetherObjective: dismantle a computer, put it back together Some safety precautions techs follow:Some safety precautions techs follow:

Make notes that help backtrackMake notes that help backtrack Keep screws and other hardware orderlyKeep screws and other hardware orderly Do not stack boards on top of each otherDo not stack boards on top of each other Do not touch the chips on circuit boardsDo not touch the chips on circuit boards Do not use a graphite pencil to change DIP settingsDo not use a graphite pencil to change DIP settings Turn off the power, unplug and ground the computerTurn off the power, unplug and ground the computer Do not remove covers of monitors or power suppliesDo not remove covers of monitors or power supplies Keep components away from hair and clothingKeep components away from hair and clothing

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How Repair Techs deal with Static ElectricityHow Repair Techs deal with Static Electricity

Build-up of charge due to absence of conductorsBuild-up of charge due to absence of conductors Electrostatic discharge (ESD)Electrostatic discharge (ESD)

Due to dissimilar electrical surfaces making contact Due to dissimilar electrical surfaces making contact Only 10 volts of ESD can damage PC componentsOnly 10 volts of ESD can damage PC components Walking across carpet generates up to 12,000 voltsWalking across carpet generates up to 12,000 volts

Two types of damage: catastrophic and upset failureTwo types of damage: catastrophic and upset failure Tools and methods for grounding Tools and methods for grounding

Ground bracelet, ground mats, static shielding bags, Ground bracelet, ground mats, static shielding bags, antistatic glovesantistatic gloves

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A ground bracelet, which protects computer components from ESD, can clip to the side of the computer case and eliminate ESD

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How Repair Techs Troubleshoot a PC ProblemHow Repair Techs Troubleshoot a PC Problem

They make no assumptions and check simple things firstThey make no assumptions and check simple things first They don’t overlook the obvious and they isolate the They don’t overlook the obvious and they isolate the

problem; eliminating the unnecessary itemsproblem; eliminating the unnecessary items They approach problems systematically and make They approach problems systematically and make

backups before making any changesbackups before making any changes They use troubleshooting tools, equipment and They use troubleshooting tools, equipment and

procedures (both hardware and software)procedures (both hardware and software) They use Post diagnostic cards, Diagnostic software, They use Post diagnostic cards, Diagnostic software,

and General-Purpose Utility Software (Antivirus security and General-Purpose Utility Software (Antivirus security testing, recovery, tune-up and benchmarking software)testing, recovery, tune-up and benchmarking software)

They use outside help when necessary (computer They use outside help when necessary (computer OEMs, other techs, and the internet)OEMs, other techs, and the internet)

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Steps Techs use to Solving a PC Steps Techs use to Solving a PC ProblemProblem

Four-step problem solving process:Four-step problem solving process: Step 1: Interview the CustomerStep 1: Interview the Customer Step 2: Back up dataStep 2: Back up data Step 3: Solve the problemStep 3: Solve the problem Step 4: Verify the fix and document the Step 4: Verify the fix and document the

solutionsolution

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Investigating the Computer ProblemInvestigating the Computer Problem What OS is installed?What OS is installed? What physical components are installed, CPU, memory What physical components are installed, CPU, memory

type, drives, expansion cards, peripherals, and networkstype, drives, expansion cards, peripherals, and networks What is the nature of the problem-occurred before or What is the nature of the problem-occurred before or

after boot? Failed to Boot? Any error Messages?after boot? Failed to Boot? Any error Messages? Does the computer hang?Does the computer hang? Can the problem be duplicated?Can the problem be duplicated?

ISOLATING THE PROBLEM:ISOLATING THE PROBLEM: Eliminate simple things firstEliminate simple things first Eliminate the unnecessaryEliminate the unnecessary Trade good for suspected badTrade good for suspected bad Trade suspected bad for goodTrade suspected bad for good

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Preparing a Computer for ShippingPreparing a Computer for Shipping

Adverse factors to consider: Adverse factors to consider: Rough handlingRough handling Exposure to water, heat, and coldExposure to water, heat, and cold Misplacement or theft of computerMisplacement or theft of computer

Some shipping guidelines to follow:Some shipping guidelines to follow: Backup the hard drive onto a backup mediumBackup the hard drive onto a backup medium Remove inserted disks, tape cartridges, or CDs Remove inserted disks, tape cartridges, or CDs Coil and secure all external cords Coil and secure all external cords Separately wrap hardware components Separately wrap hardware components Purchase insurance on the shipment Purchase insurance on the shipment

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ReferencesReferences

Tools from Tecratools.com Tools from Tecratools.com Visuals from TechRepublic.comVisuals from TechRepublic.com

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20854132 PC Repair Technician

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