PC Support & RepairChapter 4Preventive Maintenance & Troubleshooting

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.

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!

Hardware Preventive Maintenance•Name some…

Software Preventive Maintenance•Name some…

Preventive Maintenance Benefits•What are they?

•Develop a plan & stick to it▫Computer in wood shop▫Needs cleaning more often▫Document!

Assignment•Make a Preventive Maintenance Guide

•Each student will use Word to make a handout describing:▫A maintenance action/steps▫Materials/supplies▫Benefits▫How often▫Pictures

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!

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

Troubleshooting Process

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

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

Quick Quiz• 1. ___ Have you ever used a computer?• 2. ___ What did you like about your last position?• 3. ___ How long did it take to become proficient in your current role?• 4. ___ Why did you apply for your current position?• 5. ___ When did you graduate from school?• 6. ___ Which do you most like to do in your spare time, watch TV, or read a good

book?• 7. ___ What kind of boss do you work for, one who is controlling or one who lets

you do your own thing?• 8. ___ What did you do the last time someone didn’t like an idea you were

proposing?• 9. ___ Do you like exercising?• 10. ___ What route do you take to get into work?

Identify the Problem 2• 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

Device Manager•Displays configured devices

• Device is not functioning▫No response/bad drivers

•? Driver installed but device not functioning properly

• Device disabled

Other Ways to ID Problems •Beep codes•BIOS info•Other diagnostic tools

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

Step 3: Determine Exact Cause•Test your theories, easiest first

•You may need to escalate

Step 4: Implement Solution•Get a plan to solve• Implement

•Try quick, easy stuff first▫May need to research answers

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

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

Videos•First Help desk

Review

PC Support & RepairChapter 4Preventive Maintenance & Troubleshooting