CompTIA

InstallingA+ Certification:
Windows A Comprehensive
XP Professional Approach
Using Attended Installation
for all 2009 Exam Objectives

Chapter 3
PC Technician Professional
Best Practices
Ver. 1.0 Session 3 Slide 1 of 38
CompTIA
InstallingA+ Certification:
Windows A Comprehensive
XP Professional Approach
Using Attended Installation
for all 2009 Exam Objectives
Objectives

In this session, you will learn to:

Identify common hardware and software tools used by
professional personal computer technicians.
Identify the best practices for PC technicians to follow to
promote electrical safety.
Identify the best practices for PC technicians to follow to
promote environmental safety and proper handling of
materials.
Identify and apply the general preventative maintenance best
practices that PC technicians should employ.
Identify the general diagnostics and troubleshooting best
practices that PC technicians should employ.
Identify best practices for PC technicians to use to
communicate appropriately with clients and colleagues and
conduct business in a professional manner.

Ver. 1.0 Session 3 Slide 2 of 38

CompTIA
InstallingA+ Certification:
Windows A Comprehensive
XP Professional Approach
Using Attended Installation
for all 2009 Exam Objectives
Tools of the Trade

The common hardware and software tools used by

professional personal computer technicians are:
Multimeters
Loopback plugs
Hardware toolkit
Software diagnostic tools

Ver. 1.0 Session 3 Slide 3 of 38

CompTIA
InstallingA+ Certification:
Windows A Comprehensive
XP Professional Approach
Using Attended Installation
for all 2009 Exam Objectives
Multimeters

A multimeter is an electronic instrument used to measure

voltage, current, and resistance.

Digital multimeter Analog multimeter

Ver. 1.0 Session 3 Slide 4 of 38

CompTIA
InstallingA+ Certification:
Windows A Comprehensive
XP Professional Approach
Using Attended Installation
for all 2009 Exam Objectives
Loopback Plugs

A loopback plug is a special connector used for diagnosing

transmission problems that redirects electrical signals back
to the transmitting system.

Crosses over transmit/receive lines

Ver. 1.0 Session 3 Slide 5 of 38

CompTIA
InstallingA+ Certification:
Windows A Comprehensive
XP Professional Approach
Using Attended Installation
for all 2009 Exam Objectives
Types of Hardware Toolkits

The different types of hardware toolkits that are commonly

used in PC maintenance and repair are:
Basic
Network
Circuit board

Ver. 1.0 Session 3 Slide 6 of 38

CompTIA
InstallingA+ Certification:
Windows A Comprehensive
XP Professional Approach
Using Attended Installation
for all 2009 Exam Objectives
Software Diagnostic Tools

A software diagnostic tool or utility is a computer repair

tool that contains software routines that test hardware and
software components for problems.

Ver. 1.0 Session 3 Slide 7 of 38

CompTIA
InstallingA+ Certification:
Windows A Comprehensive
XP Professional Approach
Using Attended Installation
for all 2009 Exam Objectives
Firmware

Firmware is software stored in memory chips that retains

data whether or not power to the computer is on.

}/* Startup sequence */

Contains code to
fix errors or if
support new ((usd=socket(AF_INET,SOCK_DGRAM,IPPROTO_
hardware UDP))==-1)
Internet
{perror
("socket");exit(1);}
setup_receive(usd, INADDR_ANY,
udp_local_port);
setup_transmit(usd, hostname,
NTP_PORT);
Firmware_update.exe primary_loop(usd, probe_count,
cycle_time);
close(usd);
return 0;
}
Firmware
manufacturer

Programmable ROM chip

Ver. 1.0 Session 3 Slide 8 of 38

CompTIA
InstallingA+ Certification:
Windows A Comprehensive
XP Professional Approach
Using Attended Installation
for all 2009 Exam Objectives
The System BIOS

A Basic Input/Output System (BIOS) is a set of

instructions that is stored in Read Only Memory and that is
used to start the most basic services of a computer system.

ROM BIOS chip

Ver. 1.0 Session 3 Slide 9 of 38

CompTIA
InstallingA+ Certification:
Windows A Comprehensive
XP Professional Approach
Using Attended Installation
for all 2009 Exam Objectives
CMOS RAM

Complementary Metal Oxide Semiconductor RAM

(CMOS RAM) is special memory that has its own battery to
help it keep track of its data even when the power is turned
off.

CMOS RAM chip

Ver. 1.0 Session 3 Slide 10 of 38

CompTIA
InstallingA+ Certification:
Windows A Comprehensive
XP Professional Approach
Using Attended Installation
for all 2009 Exam Objectives
The Power-On Self Test (POST)

POST is a built-in diagnostic program that is run every time

a personal computer starts up.
The following hardware components are checked during
POST:
Power supply
CPU
BIOS
CMOS RAM
Memory
I/O bus or I/O controller

Ver. 1.0 Session 3 Slide 11 of 38

CompTIA
InstallingA+ Certification:
Windows A Comprehensive
XP Professional Approach
Using Attended Installation
for all 2009 Exam Objectives
Hard Drive Self Tests

HDD manufacturers provide a diagnostic tool that enables a

hard disk drive to test itself when the computer starts.
HDD self test can be:
Built into drive’s firmware
Separate utility available for download from the drive
manufacturer’s website

Ver. 1.0 Session 3 Slide 12 of 38

CompTIA
InstallingA+ Certification:
Windows A Comprehensive
XP Professional Approach
Using Attended Installation
for all 2009 Exam Objectives
Software Diagnostic Tests

Software diagnostics tests assist you in detecting, repairing,

and preventing hardware and software problems.

Ver. 1.0 Session 3 Slide 13 of 38

CompTIA
InstallingA+ Certification:
Windows A Comprehensive
XP Professional Approach
Using Attended Installation
for all 2009 Exam Objectives
Electrical Safety

The most common electrical states and electrical hazards

which PC technicians face are:
Static Electricity
Electrostatic Discharge (ESD)
Electrical Hazards
Electrocution
Electric shock
Burns
Collateral injuries

Ver. 1.0 Session 3 Slide 14 of 38

CompTIA
InstallingA+ Certification:
Windows A Comprehensive
XP Professional Approach
Using Attended Installation
for all 2009 Exam Objectives
Static Electricity

Static electricity is a build-up of a stationary electrical charge

on an object.

Object 1 Object 2

Object 1
Object 2

Ver. 1.0 Session 3 Slide 15 of 38

CompTIA
InstallingA+ Certification:
Windows A Comprehensive
XP Professional Approach
Using Attended Installation
for all 2009 Exam Objectives
Electrostatic Discharge

Electrostatic discharge (ESD) occurs when electrons rush

from one body with a static electrical charge to another with
an unequal charge.

Ver. 1.0 Session 3 Slide 16 of 38

CompTIA
InstallingA+ Certification:
Windows A Comprehensive
XP Professional Approach
Using Attended Installation
for all 2009 Exam Objectives
ESD Prevention Techniques

You can protect against ESD in your work environment by:

Eliminating unnecessary activities that create static charges.
Removing unnecessary materials that are known charge
generators.
Using anti-static vacuums for cleaning computer components.
Using anti-static materials.
Grounding conductive materials.
Using anti-static bags to store computer components.
Using an air ionizer, which releases negative ions into the air.
Humidifying the air to speed up static discharge from
insulators.
Grounding yourself before touching electronic equipment.

Ver. 1.0 Session 3 Slide 17 of 38

CompTIA
InstallingA+ Certification:
Windows A Comprehensive
XP Professional Approach
Using Attended Installation
for all 2009 Exam Objectives
An ESD Toolkit

An ESD-protection equipment includes:

Wrist or ankle strap
Grounded floor mat or grounded work-surface mat
Anti-static bags
ESD smock

Ver. 1.0 Session 3 Slide 18 of 38

CompTIA
InstallingA+ Certification:
Windows A Comprehensive
XP Professional Approach
Using Attended Installation
for all 2009 Exam Objectives
Electrical Hazards

The following are some potential electrical hazards you

should be aware of when servicing a PC:
Electrocution (fatal)
Electric shock
Burns
Collateral injuries

Ver. 1.0 Session 3 Slide 19 of 38

CompTIA
InstallingA+ Certification:
Windows A Comprehensive
XP Professional Approach
Using Attended Installation
for all 2009 Exam Objectives
Environmental Safety and Materials Handling

Some potential environmental hazards you might face as a

PC technician are:
Atmospheric Hazards
Situational Hazards
Physical Hazards
Chemical Hazards
Liquid Hazards

Ver. 1.0 Session 3 Slide 20 of 38

CompTIA
InstallingA+ Certification:
Windows A Comprehensive
XP Professional Approach
Using Attended Installation
for all 2009 Exam Objectives
Safety Precautions for Physical Hazards

To minimize the physical hazards associated with computing

environments, you should understand the following
recommendations:
Use cord protectors to prevent tripping
Laser
Never point a laser beam in someone’s eyes.
Never look directly at a laser beam.
Never disable safety mechanisms when servicing a device with
an embedded lasers.

Ver. 1.0 Session 3 Slide 21 of 38

CompTIA
InstallingA+ Certification:
Windows A Comprehensive
XP Professional Approach
Using Attended Installation
for all 2009 Exam Objectives
Safety Precautions for Physical Hazards (Contd..)

Eyestrain
Special glasses
Artificial tears
Noise
Keep printers separate
Noise reduction hoods

Ver. 1.0 Session 3 Slide 22 of 38

CompTIA
InstallingA+ Certification:
Windows A Comprehensive
XP Professional Approach
Using Attended Installation
for all 2009 Exam Objectives
Chemical Hazards

To minimize the chemical hazards associated with

computing environments, you should understand the
following recommendations:
If you spill laser printer toner avoid cleaning it up with regular
vacuum cleaner. Do not use warm water to wash toner off
from hands.
Thoroughly wash your hands after handling capacitors.
Handle batteries carefully as they contains dangerous
chemicals.

Ver. 1.0 Session 3 Slide 23 of 38

CompTIA
InstallingA+ Certification:
Windows A Comprehensive
XP Professional Approach
Using Attended Installation
for all 2009 Exam Objectives
Liquid Hazards

Hazardous liquids are used sometimes to clean or condition

computing equipments. Always read the labels carefully and
follow instructions of using hazardous liquids.

Ver. 1.0 Session 3 Slide 24 of 38

CompTIA
InstallingA+ Certification:
Windows A Comprehensive
XP Professional Approach
Using Attended Installation
for all 2009 Exam Objectives
The Materials Safety Data Sheet (MSDS)

MSDS give users and emergency personnel information about

the proper procedures of storage and handling of a hazardous
substance.
MSDS includes the information about the following items:
•The name of the material
•The physical properties of the material
•Any hazardous ingredients contained in the material
•Reactivity data, such as fire and explosion data
•Procedures for spills or leaks
•Special precautions
•Health hazards
•Special protection requirements

Ver. 1.0 Session 3 Slide 25 of 38

CompTIA
InstallingA+ Certification:
Windows A Comprehensive
XP Professional Approach
Using Attended Installation
for all 2009 Exam Objectives
Incident Reports

An incident report is a record of any instance where a person

is injured or computer equipment is damaged due to
environmental issues.

Ver. 1.0 Session 3 Slide 26 of 38

CompTIA
InstallingA+ Certification:
Windows A Comprehensive
XP Professional Approach
Using Attended Installation
for all 2009 Exam Objectives
Hazardous Material Disposal Procedures

Proper disposal of hazardous materials is an essential part

of maintaining a safe work environment.
Display devices, Liquid cleaners and empty containers
Follow your company’s guidelines for disposing of CRT tubes
and liquid cleaning materials & containers.
Toner
Empty toner cartridges should not be tossed into the trash
because of the damage the residual chemicals can do to the
environment.
Ozone filter
Follow the manufacturer’s recommendations for replacement and
disposal of a laser printer’s ozone filter.
Batteries
Used batteries should not be tossed into the trash, but should be
disposed of following your company’s guidelines.

Ver. 1.0 Session 3 Slide 27 of 38

CompTIA
InstallingA+ Certification:
Windows A Comprehensive
XP Professional Approach
Using Attended Installation
for all 2009 Exam Objectives
Perform Preventative Maintenance

Some general considerations for preventive maintenance

that apply to virtually all components are:
Visual/audio inspection
Driver/firmware updates
Scheduling preventative maintenance
Using appropriate repair tools and cleaning materials
Ensuring proper environment

Ver. 1.0 Session 3 Slide 28 of 38

CompTIA
InstallingA+ Certification:
Windows A Comprehensive
XP Professional Approach
Using Attended Installation
for all 2009 Exam Objectives
Computer Component Maintenance Techniques

The following are some preventative maintenance

techniques you can use to maintain personal computer
components:
Use a power strip, surge protector, or Uninterruptible Power
Supply (UPS)
Clean peripheral components
Clean internal system components

Ver. 1.0 Session 3 Slide 29 of 38

CompTIA
InstallingA+ Certification:
Windows A Comprehensive
XP Professional Approach
Using Attended Installation
for all 2009 Exam Objectives
Cleaning Compounds and Materials

The following are the cleaning materials for computers:

Monitor and keyboard wipes
Lint-free cloths
Rubbing alcohol
Household cleaners
Cotton swabs
Window cleaners
Toothpicks
Artist’s paint brush
Compressed air
Computer vacuum
Toner cloth
Latex gloves

Ver. 1.0 Session 3 Slide 30 of 38

CompTIA
InstallingA+ Certification:
Windows A Comprehensive
XP Professional Approach
Using Attended Installation
for all 2009 Exam Objectives
Activity 3-4

Activity on Performing
Preventative Maintenance

Ver. 1.0 Session 3 Slide 31 of 38

CompTIA
InstallingA+ Certification:
Windows A Comprehensive
XP Professional Approach
Using Attended Installation
for all 2009 Exam Objectives
Activity 3-5

Activity on Using a UPS

Ver. 1.0 Session 3 Slide 32 of 38

CompTIA
InstallingA+ Certification:
Windows A Comprehensive
XP Professional Approach
Using Attended Installation
for all 2009 Exam Objectives
Troubleshooting Theory

The following are the general factors that will apply in any
troubleshooting situation:
Backups
Assessment
Simple solutions
Research
Documentation

Ver. 1.0 Session 3 Slide 33 of 38

CompTIA
InstallingA+ Certification:
Windows A Comprehensive
XP Professional Approach
Using Attended Installation
for all 2009 Exam Objectives
The Troubleshooting Process

The troubleshooting process moves through the following

logical stages:
Identify the problem.
Analyze the problem, including potential causes (hardware,
software, or both).
Test related components to solve the problem or identify a
likely solution.
Implement the identified solution.
Evaluate results.
Document activities and outcomes.
Verify user satisfaction.

Ver. 1.0 Session 3 Slide 34 of 38

CompTIA
InstallingA+ Certification:
Windows A Comprehensive
XP Professional Approach
Using Attended Installation
for all 2009 Exam Objectives
Communication Skills

Using the proper communication skills when dealing with

clients and colleagues provides professional environment
that is conducive to solving the problem at hand.
Verbal communication includes:
Use test and discretion in communication
Use clear, concise, and direct statements
Avoid using jargons
Use timing to set the pace of conversation
Non-verbal communication includes:
Use proper body language
Use the proper level of eye contact
Use facial expressions to reinforce the spoken message
Be aware of physical positioning and gesture
Be aware of the effect of tone and voice

Ver. 1.0 Session 3 Slide 35 of 38

CompTIA
InstallingA+ Certification:
Windows A Comprehensive
XP Professional Approach
Using Attended Installation
for all 2009 Exam Objectives
Communication Skills (Contd.)

Listening skill includes:

Listen to the user
Allow the user to complete statments
Employ passive listening techniques
Employ active listening techniques

Ver. 1.0 Session 3 Slide 36 of 38

CompTIA
InstallingA+ Certification:
Windows A Comprehensive
XP Professional Approach
Using Attended Installation
for all 2009 Exam Objectives
Professional Conduct

Acting in a professional manner when dealing with

colleagues and clients provides a work environment where
problems can be solved efficiently. The following
Appearance
Respect
Accountability
Confidentiality
Ethics
Honesty
Prioritizing
Verbal communication

Ver. 1.0 Session 3 Slide 37 of 38

CompTIA
InstallingA+ Certification:
Windows A Comprehensive
XP Professional Approach
Using Attended Installation
for all 2009 Exam Objectives
Summary

In this lesson, you learned that:

The common hardware and software tools used by
professional personal computer technicians are:
Multimeters
A loopback plug
Hardware toolkit
Software diagnostic tools
The most common electrical states and electrical hazards
which PC technicians face are:
Static Electricity
Electrostatic Discharge (ESD)
Electrical Hazards
Electrocution
Electric shock
Burns
Collateral injuries

Ver. 1.0 Session 3 Slide 38 of 38

CompTIA
InstallingA+ Certification:
Windows A Comprehensive
XP Professional Approach
Using Attended Installation
for all 2009 Exam Objectives
Summary (Contd.)

Some potential environmental hazards you might face as a

PC technician are:
Atmospheric Hazards
Situational Hazards
Physical Hazards
Chemical and Liquid Hazards
Using the proper communication skills when dealing with clients
and colleagues.
Acting in a professional manner when dealing with colleagues and
clients.

Ver. 1.0 Session 3 Slide 39 of 38