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The Complete PC Tech

The Complete PC Tech. Chapter 27. Overview. In this chapter, you will learn how to Describe how computers work Implement a troubleshooting methodology Describe a technician’s toolkit. How Computers Work. Somewhat redundant at this point but recapped here

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The Complete PC Tech

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  1. The Complete PC Tech Chapter 27

  2. Overview In this chapter, you will learn how to Describe how computers work Implement a troubleshooting methodology Describe a technician’s toolkit

  3. How Computers Work Somewhat redundant at this point but recapped here Three key components when you run an application Input Processing Output (Storage also needed as source for files)

  4. Computing Process—Game Example Same process in a game Input with keyboard or mouse Processed by OS, CPU, and servers Output by sound and video cards

  5. Computing Process—Game Example (continued) Communicating withservers

  6. Troubleshooting Theory A set of mental steps combined with computing knowledge to diagnose and fix a computer Identify the problem Establish a theory of probable cause (question the obvious) Test the theory Establish plan and implement solution Verify system works and preventive measures Document findings, actions, and outcomes

  7. Identify the Problem Ask the user about recent changes and perform backups before “fixing” anything Don’t be accusatory Offer to perform a backup of all critical information

  8. Establish a Theory of Probable Cause Don’t overlook obvious solutions in favor of serious troubleshooting Take a look outside the case Damaged or mangled connectors Broken/disconnected cables or wires Is the system running hot? Strange sounds or vibrations Smell anything odd? Now look inside the case Physical damage Bulging or ruptured capacitors Fans running Strange smells, sounds, or vibrations

  9. Test the Theory Usually means verifying something is broken If confirmed, develop the next steps to resolve the problem If not confirmed, develop a new theory

  10. Establish Plan and Implement Solution Once you’ve identified the cause, determine how you can implement the corrective actions If it’s beyond your skills, escalate the problem Don’t be afraid to ask for help

  11. Verify and Prevent Verifying makes sure the customer is happy Watch the customer use the system for a few minutes If applicable, educate the customer on how to avoid this problem again

  12. Document Findings, Actions, and Outcomes Documenting problems allows you to track a machine’s history, enabling long-term decisions Also helps fellow technicians if they have to follow up

  13. Tech Toolkit Be prepared with thetools for the job Tech Toolkit (discussed in Chapter 2) Also bring FRUs (spare parts) Backup Ensure the user’s data is backed up before taking action that could compromise the data

  14. Utilities Many times, Windows utilities are not enough Third-party vendors can supply outstanding tools for the most common issues Malware cleaners (on a bootable optical disk/thumb drive) Anti-malware programs Boot tools Password clearer Zip file tool Backup Don’t forget your FRUs (spare parts) RAM, video cards, NICs, power supplies, etc.

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