ITE PC v41 Chapter4

5/18/2018 ITE PC v41 Chapter4

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2007-2010 Cisco Systems, Inc. Al l r ights reserved. Cisco PublicI! PC v".1Ch#$ter " 1

Ch#$ter "% sicso' Preventive(#inten#nce #ndroubleshooting

IT Essentials: PC Hardware and Software v4.1


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Chapter 4 Objectives

".1 !)$l#in the $ur$ose o' $reventive m#inten#nce

".2 Identi'y the ste$s o' the troubleshooting $rocess


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The Prpose of Preventive !aintenance

+educe the lielihood o' h#rd#re or so't#re$roblems by system#tic#lly #nd $eriodic#lly checingh#rd#re #nd so't#re to ensure $ro$er o$er#tion.

Preventive (#inten#nce c#n be divided in%

/#rd#re m#inten#nce

So't#re m#inten#nce

&ene'its o' $reventive m#inten#nce #re%

+educed com$uter don time #nd re$#ir costs.

Incre#sed d#t# $rotection

!)tended li'e o' the com$onents

Incre#sed eui$ment st#bility


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The Trobleshootin" Process

ollo #n org#nied #ndlogic#l $rocedure.

!limin#te v#ri#bles one #t #time.

roubleshooting is # sillth#t is re'ined over time.

he 'irst #nd l#st ste$sinvolve e''ectivelycommunic#ting ith thecustomer.


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#ata Protection

&e'ore troubleshooting $roblems, alwa$s'ollo thenecess#ry $rec#utions to $rotect d#t# on # com$uter.

I' you #re unsure th#t # b#cu$ h#s been done, do not#ttem$t #ny troubleshooting #ctivities until you chec iththe customer%

4#te o' the l#st b#cu$

Contents o' the b#cu$

4#t# integrity o' the b#cu$

Av#il#bility o' #ll b#cu$ medi# 'or

d#t# restore

I' no b#cu$ c#n be cre#ted,

#s customer to sign # release for%.


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Trobleshootin" Process StepsStep 1 & Identif$ the proble%

4uring the troubleshooting $rocess, g#ther #s much in'orm#tion'rom the customer #s $ossible, but alwa$s respectfll$.

6se the 'olloing str#tegy during this ste$%

1. St#rt by using open&ended'estionsto obt#in gener#l in'orm#tion.

2. Continue using closed&endedyes8no9 'estionsto get relev#ntin'orm#tion.

*. hen doc%ent the responses in the or order #nd in the re$#ir :ourn#l.

". And l#st, verif$the customer;s descri$tion by g#thering data fro% theco%pter by using #$$lic#tions such #s%

!vent


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Trobleshootin" Process StepsStep ( & Establish a theor$ of probable cases

Crete # list o' the most common re#sons hy the error ouldoccur.

>ist the e#siest or most obvious c#uses #t the to$ ith the more

com$le) c#uses #t the bottom.

Step ) * #eter%ine an e+act case

4etermine the e)#ct c#use by testing the theories o' $rob#blec#uses one #t # time, st#rting ith the uicest #nd e#siest.

A'ter identi'ying #n e)#ct c#use o' the $roblem, determine theste$s to resolve the $roblem.

I' the e)#ct c#use o' the $roblem h#s not been determined #'teryou h#ve tested #ll your theories, est#blish # ne theory o'$rob#ble c#uses #nd test it.


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Trobleshootin" Process Steps

Step 4 * I%ple%ent the soltion

Sometimes uic $rocedures c#n determine the e)#ctc#use o' the $roblem or even correct the $roblem. I' it

does, you c#n go to ste$ 3. I' # uic $rocedure does not correct the $roblem, you

might need to rese#rch the $roblem 'urther to est#blishthe e)#ct c#use.

4ivide l#rger $roblems into sm#ller $roblems th#t c#n be#n#lyed #nd solved individu#lly.


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Step , * -erif$ soltion and fll s$ste% fnctionalit$


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Chapter 4 S%%ar$

+egul#r $reventive m#inten#nce reduces h#rd#re #ndso't#re $roblems.

&e'ore beginning #ny re$#ir, b#c u$ the d#t# on #com$uter.

he troubleshooting $rocess is # guideline to hel$ yousolve com$uter $roblems in #n e''icient m#nner.

4ocument everything th#t you try, even i' it '#ils. hedocument#tion th#t you cre#te ill become # use'ulresource 'or you #nd other technici#ns.


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ITE PC v41 Chapter4

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