pc support & repair chapter 4 preventive maintenance & troubleshooting
DESCRIPTION
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!TRANSCRIPT
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PC Support & RepairChapter 4Preventive Maintenance & Troubleshooting
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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.
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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!
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Hardware Preventive Maintenance•Name some…
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Software Preventive Maintenance•Name some…
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Preventive Maintenance Benefits•What are they?
•Develop a plan & stick to it▫Computer in wood shop▫Needs cleaning more often▫Document!
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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
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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!
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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
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Troubleshooting Process
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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
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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
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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?
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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
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Device Manager•Displays configured devices
• Device is not functioning▫No response/bad drivers
•? Driver installed but device not functioning properly
• Device disabled
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Other Ways to ID Problems •Beep codes•BIOS info•Other diagnostic tools
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Step 2: Theory of Possible Causes• List easiest to hardest
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Step 3: Determine Exact Cause•Test your theories, easiest first
•You may need to escalate
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Step 4: Implement Solution•Get a plan to solve• Implement
•Try quick, easy stuff first▫May need to research answers
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Step 5: Verify Solution•Make sure it works•Have customer verify too
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Step 6: Document•Tell customer the problem & solution•Document▫Description of the problem ▫Steps to resolve the problem ▫Components used in the repair
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Review
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PC Support & RepairChapter 4Preventive Maintenance & Troubleshooting