16/10/2024

Preventive Maintenance and

Troubleshooting

1. Preventive Maintenance

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PC Preventive Maintenance Overview

What is Preventive Maintenance?
❖ Preventive maintenance

▪ This is the regular and systematic inspection, cleaning, and

replacement of worn parts, materials, and systems

▪ Reduces potential hardware and software problems, computer

downtime and repair costs by:

o Improving data protection

o Extending the life of the components

o Improving equipment stability

PC Preventive Maintenance Overview

Preventive Maintenance – Environmental Concern
❖ Preventive maintenance plans are developed based on at least two
factors:

▪ Computer location or environment

o Computers exposed to dusty environments, such as those used on construction

sites, require more attention than computers located in an office environment

▪ Computer use

o High-traffic networks, such as a school network, might require additional

scanning and removal of malicious software and unwanted files

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PC Preventive Maintenance Overview

Preventive Maintenance – Environmental Concerns

❖ An optimal operating environment for a computer is

o Clean

o Free of potential contaminants

o Within the temperature and humidity range specified by

the manufacturer

▪ Computers should not be operated in harsh

environmental conditions

▪ Due to their mobile nature, laptops are subject to various

environmental conditions

PC Preventive Maintenance Overview

Preventive Maintenance – Environmental Concerns
❖ Guidelines to help ensure optimal computer operating
performance include:

▪ Do not obstruct vents or airflow to the internal components

▪ Keep the room temperature between 45 to 90 degrees

Fahrenheit (7 to 32 degrees Celsius)

▪ Keep the humidity level between 10 and 80 percent

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PC Preventive Maintenance Overview

Preventive Maintenance - Dust
▪ Dust on the outside of a computer can travel through
cooling fans to the inside

▪ Accumulated dust prevents the flow of air and

reduces the cooling of components

➢ Hot computer components are more likely to

break down

▪ Use a cloth or a duster to clean the outside of the computer case

▪ If using a cleaning product, put a small amount onto a cleaning cloth and then wipe the outside of the
case

▪ Remove dust from the inside of a computer using a combination of compressed air, a low-air-flow ESD
vacuum cleaner, and a small lint-free cloth

PC Preventive Maintenance Overview

Preventive Maintenance – Hardware
❖ Hardware tasks include:

▪ Remove dust from fans, power supply, internal

components and peripherals
o This is because dust can block fan vents, or, if deep enough,
actually insulating parts, causing overheating
o Dust build up over time can impede airflow, and airflow is
vital for keeping system temperatures down
o If the system overheats, it'll likely throttle its performance
down to cope

▪ Clean the mouse, keyboard, and display

▪ Check for and secure any loose cables

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PC Preventive Maintenance Overview

Preventive Maintenance - Dust
❖ Clean the Case and Internal Components

▪ Dust or dirt can accumulate inside the computer, eventually blocking airflow
inside the case

▪ Use a low-air-flow vacuum cleaner and a small lint-free cloth

▪ If you use compressed air from a can, keep the can upright to prevent the
fluid from leaking onto computer components

▪ Keep the following internal components clean: Heat sink and fan assembly,
RAM, adapter cards, motherboard, fans, power supply and internal drives

▪ Use a cloth or a duster to clean the outside of the computer case

➢ Don’t spray cleaning product directly on the case

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PC Preventive Maintenance Overview

Preventive Maintenance – Internal Components
❖ A basic checklist of components to inspect for dust
and damage includes:
▪ CPU heat sink and fan assembly

▪ RAM modules

▪ Storage devices

▪ Adapter cards

▪ Cables

▪ Power devices

▪ Keyboard and mouse

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PC Preventive Maintenance Overview

Preventive Maintenance – Internal Components
❖ Inspect Internal Components

▪ Examine the computer on a regular schedule

▪ CPU heat sink and fan assembly

o Examine for dust build up

o Check if the fan can spin freely

o Check that the fan power cable is secure

▪ RAM modules

o The RAM modules should be seated securely in the RAM slots

o Ensure the retaining clips are not loose

o Use compressed air to remove dust

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PC Preventive Maintenance Overview

Preventive Maintenance – Internal Components
▪ Storage devices

o Ensure all cables are firmly connected

o Check for loose, missing, or incorrectly set jumpers

o A drive should not produce rattling, knocking, or grinding

sounds

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PC Preventive Maintenance Overview

Preventive Maintenance – Internal Components
▪ Adapter cards

o They should be seated properly in their expansion slots

o Secure with the retaining screws or clips to avoid having the cards
come loose in their expansion slots
o Use compressed air to remove dirt and dust on the adapter cards
and the expansion slots

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PC Preventive Maintenance Overview

Preventive Maintenance – Internal Components
▪ Screws

o Immediately affix or remove any loose screws

o A loose screw can cause a short circuit or roll into a position

where the it is hard to remove

▪ Cables

o Look for broken and bent pins

o Ensure that all connector retaining screws are finger-tight

o Make sure cables are not crimped, pinched, or bent

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PC Preventive Maintenance Overview

Preventive Maintenance – Internal Components
▪ Power devices

o Inspect power strips, surge suppressors (surge protectors),

and UPS devices
o Make sure that there is proper and clear ventilation

o Replace the power device if it does not work properly

▪ Keyboard and mouse

o Use compressed air to clean the keyboard, mouse, and mouse

sensor

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PC Preventive Maintenance Overview

Preventive Maintenance – Software
❖ Create a software maintenance schedule to:

▪ Review and install the appropriate security, software, and driver updates

▪ Update the virus definition files

▪ Scan for viruses and spyware

▪ Remove unwanted or unused programs.

▪ Scan hard drives for errors and defragment hard drives

❖ Verify that installed software is current

▪ Follow the policies of the organization when installing security updates, operating system, and program
updates

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PC Preventive Maintenance Overview

Preventive Maintenance – Software
❖ Software tasks include:

▪ Review and install appropriate OS, security and driver

updates

o This is done so as to stay protected from security

threats
o Older software will continue to have the same bugs and
exploitable holes in the code that allow hackers and
cyber criminals to get up to good
o This is made even more serious by the fact that all of
these exploitable entry points have generally been
made public after the release of updates
o Updates also add new and improved features to make
the end-user experience that much better

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PC Preventive Maintenance Overview

Preventive Maintenance – Software
❖ Software tasks include:

▪ Regularly update virus definition files

o Also called virus signature files

o is a file or multiple files that are downloaded by a security

program to identify a computer virus
o The files enable detection of malware by the antivirus (and
other antimalware) software in conventional file scanning
and breach detection systems

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PC Preventive Maintenance Overview

Preventive Maintenance – Software
❖ Other software tasks include:

▪ Regularly scan for virus and spyware

▪ Remove unwanted programs

▪ Regularly scan hard drive for errors

Document the tasks that must be performed and the frequency of each task
Then use this list of tasks to create a preventive maintenance plan

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2. Troubleshooting Process

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Troubleshooting Process Steps

Introduction to Troubleshooting
❖ Introduction to Troubleshooting

▪ The process used to locate causes of faults in a computer

system and correct the relevant issues

▪ Requires an organized and logical approach to problems

▪ Eliminates variables and identifies causes of problems in a

systematic order

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Troubleshooting Process Steps

Introduction to Troubleshooting
❖ Perform a backup before beginning any troubleshooting
procedures
▪ If your work results in data loss for the customer, you or your
company could be held liable

❖ Data Backup

▪ A copy of the data on a computer hard drive

▪ Saved to another storage device or to cloud storage

▪ In an organization, backups may be performed on a daily, weekly, or

monthly basis
▪ If you are unsure that a backup has been done, do not attempt any
troubleshooting activities until you check with the customer

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Troubleshooting Process Steps

Introduction to Troubleshooting
❖ Perform a backup before beginning any troubleshooting procedures

▪ If your work results in data loss for the customer, you or your company could be held liable

❖ Data Backup

▪ If the customer does not have a current backup and you are not able to create one, ask the
customer to sign a liability release form (waiver form)
▪ This is a legal document which prohibits one party from suing another in the event of an accident

▪ A liability release form contains at least the following information:

o Permission to work on the computer without a current backup available

o Release from liability if data is lost or corrupted

o Description of the work to be performed

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Troubleshooting Process Steps

Introduction to Troubleshooting
❖ Here is a list of items to verify with the customer that a
backup has been performed:
▪ Date of the last backup

▪ Contents of the backup

▪ Data integrity of the backup

▪ Availability of all backup media for a data restore

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Troubleshooting Process Steps

Introduction to Troubleshooting

▪ Troubleshooting requires an organized and

logical approach to problems with
computers and other components

▪ Troubleshooting is a skill refined over time

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Troubleshooting Process Steps

Introduction to Troubleshooting

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Troubleshooting Process
Identify the Problem
1. Identify the Problem

▪ Ask the customer questions and be respectful

o Ask direct questions to gather information
o Do not use industry jargon
o Do not talk down to the customer
o Do not insult the customer
o Do not accuse the customer of causing the problem
▪ Use both open-ended and closed-ended questions

▪ Open-ended questions allow customers to explain the details of the problem in their own words

▪ Use open-ended questions to obtain general information

▪ Closed-ended questions generally require a yes or no answer

➢ Document the information from the customer in the work order, in the repair log, and in your
repair journal

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Troubleshooting Process
Identify the Problem
❖ Other tools to use:

▪ Listen to beep codes

▪ Use BIOS or UEFI to identify POST problems

▪ Use Event Viewer, Device Manager, Task Manager and other diagnostics tools to help
identifying the problem

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Troubleshooting Process Steps

Identify the Problem

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Troubleshooting Process Steps

Identify the Problem
❖ Event Viewer

▪ When system, user, or software errors occur on a computer, the Event Viewer is updated with
information about the errors
▪ It is a tool in Windows that displays detailed information about significant events on your computer

▪ The Event Viewer records the following information about the problem:

o What problem occurred

o Date and time of the problem

o Severity of the problem

o Source of the problem

o Event ID number

o Which user was logged in when the problem occurred

➢ Using the event logs in Event Viewer, you can gather information about hardware, software, and system problems
and monitor Windows security events

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Troubleshooting Process Steps

Identify the Problem
❖ Event Viewer

▪ To access the Event Viewer in Windows 8.1, Windows 10, and Server 2012 R2:

o Right click on the Start button and select Control Panel > System & Security and
double-click Administrative tools
o Double-click Event Viewer

o Select the type of logs that you wish to review (ex: Application, System)

o NOTE: To access the Application Logs once in Event Viewer, go to Windows Logs >
Application, for shutdown errors refer to Application and System logs

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Troubleshooting Process Steps

Identify the Problem
❖ Device Manager

▪ Displays all the devices that are configured on a computer

▪ The OS flags the devices that are not operating correctly with an error icon

o A yellow circle with an exclamation point (!) indicates that the device is in a problem state

o A red circle with an X means that the device is disabled

o A yellow question mark (?) indicates that the system does not know which driver to install for
the hardware

▪ Accessed through the Control Panel

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Troubleshooting Process Steps

Identify the Problem
❖ Device Manager

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Troubleshooting Process Steps

Identify the Problem
❖ Task Manager

▪ Displays the applications and background

processes that are currently running
▪ With the Task Manager, you can close
applications that have stopped responding

▪ You can also monitor CPU performance and

virtual memory; view all processes that are
currently running, and view information about the
network connections

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Troubleshooting Process Steps

Identify the Problem
❖ Diagnostic Tools

▪ Conduct research to determine which software is available to

help diagnose and solve problems
▪ There are many programs to help you troubleshoot hardware

▪ Manufacturers of system hardware usually provide diagnostic

tools of their own
▪ For instance, a hard drive manufacturer might provide a tool to
boot the computer and diagnose why the hard drive does not
start the operating system

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Troubleshooting Process Steps

Establish a Theory of Probable Cause
2. Establish a Theory of Probable Cause

▪ Create a list of the most common reasons for the error

▪ List the easiest or most obvious causes at the top and more complex causes at the bottom

▪ Research the symptoms

➢ The next steps of the troubleshooting process involve testing each possible cause

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Troubleshooting Process Steps

Establish a Theory of Probable Cause
▪ Common causes of hardware problems include:

o Power problems

o Loose external or data cable connections

o Loose adapter card

o Faulty RAM

o Incorrect device driver

o CMOS battery problem

o Failed parts

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Troubleshooting Process Steps

Test the Theory to Determine the Cause
3. Test the Theories to Determine Cause

▪ Test your theories one at a time

▪ Starting with the quickest and easiest

▪ If none of the theories can be confirmed, create new ones

▪ If necessary, escalate the problem to a technician with more experience

▪ Before you escalate, document each test that you tried

▪ After identifying an exact cause of the problem, you then determine the steps to resolve the problem

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Troubleshooting Process Steps

Test the Theory to Determine the Cause

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Troubleshooting Process Steps

Test the Theory to Determine the Cause
▪ Some common steps to determine the cause include:

o Restarting the computer

o Disconnecting and reconnecting the cables

o Securing adapter card

o Roll back or reinstall the device driver

o Secure or replace the CMOS battery

o Listen to beep codes

o Look for error codes or messages

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Troubleshooting Process Steps

Establish a Plan of Action to Resolve the Problem and Implement the Solution

4. Establish a Plan of Action to Resolve the Problem and Implement the Solution

▪ Write down a plan to solve the identified problem

▪ May require simple or complex procedures

▪ If a quick procedure does not correct the problem, research the problem further and then return to the
third step to establish a new theory of the probable cause

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Troubleshooting Process Steps

Establish a Plan of Action to Resolve the Problem and Implement the Solution

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Troubleshooting Process Steps

Verify Full Functionality and, If Applicable, Implement Preventive Measures

5. Verify Full System Functionality and, if applicable, implement

Preventive Measures

▪ The troubleshooting process is not over until full system functionality is

confirmed

▪ If the system is working properly, implement preventive measures if needed

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Troubleshooting Process Steps

Verify Full Functionality and, If Applicable, Implement Preventive Measures

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Troubleshooting Process Steps

Document Findings, Actions, and Outcomes
6. Document Findings, Actions and Outcomes

▪ Explain the problem to the customer, both verbally and in writing

▪ The customer should try to reproduce the problem after the

solution has been implemented

▪ Document the entire process for future reference including:

o Description of the problem

o Steps to resolve the problem

o Components used in the repair

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Troubleshooting Process Steps

Document Findings, Actions, and Outcomes

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Common Problems and Solutions for PCs

PC Common Problems and Solutions

❖ PC Common Problems and Solutions

▪ Computer problems can be attributed to hardware, software,

networks, or some combination of the three
▪ Common PC hardware problems include:

o Storage device problems

o Motherboard and internal components problems

o Power supply problems

o CPU and memory problems

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Common Problems and Solutions for PCs

PC Common Problems and Solutions
❖ Some common hardware problems

▪ Storage Device

o Storage device problems are often related to loose, or incorrect cable connections, incorrect drive and
media formats, and incorrect jumper and BIOS settings

▪ Motherboard and Internal Components

o These problems are often caused by incorrect or loose cables, failed components, incorrect drivers,
and corrupted updates

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Common Problems and Solutions for PCs

PC Common Problems and Solutions
▪ Power Supply

o Power problems are often caused by a faulty power supply, loose connections, and inadequate
wattage

▪ CPU and Memory

o Processor and memory problems are often caused by faulty installations, incorrect BIOS settings,
inadequate cooling and ventilation, and compatibility issues

▪ Displays

o Display problems are often caused by incorrect settings, loose connections, and incorrect or corrupted
drivers

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Common Problems and Solutions for PCs

Common Problems and Solutions for Storage Devices

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Common Problems and Solutions for PCs

Common Problems and Solutions for Motherboards and Internal Components

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Common Problems and Solutions for PCs

Common Problems and Solutions for Power Supplies

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Common Problems and Solutions for PCs

Common Problems and Solutions for CPUs and Memory

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Common Problems and Solutions for PCs

Common Problems and Solutions for Displays

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Apply Troubleshooting Process to Computer Components and Peripherals

Personal Reference Tools
❖ What are Personal Reference Tools?

▪ These include

o troubleshooting guides

o manufacturer manuals

o quick reference guides

o repair journals

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Apply Troubleshooting Process to Computer Components and Peripherals

Personal Reference Tools
❖ In addition to an invoice, a technician keeps a journal of upgrades and repairs:

▪ Notes

o Make notes as you go through the troubleshooting and repair process

o Refer to these notes to avoid repeating steps and to determine what needs to be done next

▪ Journal

o Include descriptions of the problem, possible solutions that have been tried to correct the problem, and
the steps taken to repair the problem
o Note any configuration changes made to the equipment and any replacement parts used in the repair

o Your journal, along with your notes, can be valuable when you encounter similar situations in the future

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Apply Troubleshooting Process to Computer Components and Peripherals

Personal Reference Tools
▪ History of repairs

o Make a detailed list of problems and repairs, including the date, replacement parts, and

customer information

o The history allows a technician to determine what work has been performed on a specific

computer in the past

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Apply Troubleshooting Process to Computer Components and Peripherals

Internet Reference Tools
❖ The Internet is an excellent source of information about specific hardware problems and
possible solutions:

▪ Internet search engines

▪ News groups

▪ Manufacturer FAQs

▪ Online computer manuals

▪ Online forums and chat

▪ Technical websites

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