Preventive Maintenance

Preventive maintenance is used to reduce the probability of hardware or software problems by systematically and
periodically checking hardware and software to ensure proper operation.
Check the condition of cables, components, and peripherals. Clean components to reduce the likelihood of
overheating. Repair or replace components that show signs of abuse or excess wear. Use the following tasks as a
guide to create a hardware maintenance program:

Remove dust from fan intakes.

Remove dust from the power supply.

Remove dust from components inside the computer.

Clean the mouse and keyboard.

Check and secure loose cables.

Verify that installed software is current. Follow the policies of the organization when installing security updates,
operating system updates, and program updates. Many organizations do not allow updates until extensive testing
has been completed. This testing is done to confirm that the update will not cause problems with the operating
system and software. Use the tasks listed as a guide to create a software maintenance schedule that fits the needs of
your computer equipment:

Review security updates

Review software updates

Review driver updates

Update virus definition files

Scan for viruses and spyware

Remove unwanted programs

Scan hard drives for errors

Defragment hard drives

Be proactive in computer equipment maintenance and data protection. By performing regular maintenance
routines, you can reduce potential hardware and software problems. Doing this will reduce computer downtime
and repair costs.
A preventive maintenance plan is developed based on the needs of the equipment. A computer exposed to a
dusty environment, such as a construction site, will need more attention than equipment in an office
environment. High-traffic networks, such as a school network, can require additional scanning and removal of
malicious software or unwanted files. Document the routine maintenance tasks that must be performed on the
computer equipment and the frequency of each task. This list of tasks can then be used to create a maintenance
program. Remember, the more you use your computer, the more frequently you should perform preventive
maintenance. This can include doing a defragmentation of the hard drive weekly rather than monthly, continually
scanning files for viruses rather than performing a scan once a week, and checking for updates for software and
hardware every two weeks rather than monthly.

Some benefits of preventive maintenance include the following:

Increases data protection

Extends the life of the components

Increases equipment stability

Reduces repair costs

Reduces the number of equipment failures

Steps of the Troubleshooting

Process
Troubleshooting requires an organized and logical approach to problems with computers and other components.
A logical approach to troubleshooting allows you to eliminate variables in a systematic order. Asking the right
questions, testing the right hardware, and examining the right data help you understand the problem. This helps
you form a proposed solution.
Troubleshooting is a skill that you will refine over time. Each time you solve another problem, you will increase
your troubleshooting skills by gaining more experience. You will learn how and when to combine, as well as skip,
steps to reach a solution quickly. The troubleshooting process is a guideline that you can modify to fit your needs.
In the following sections, you will learn an approach to problem solving that you can apply to both hardware and
software. You also can apply many of the steps to problem solving in other work-related areas.
The troubleshooting process consists of the following steps:
Step 1.

Gather data from the customer.

Step 2.

Verify the obvious.

Step 3.

Try quick or less intensive solutions first.

Step 4.

Gather data from the computer.

Step 5.

Evaluate the problem and implement the solution.

Step 6.

Close with the customer.

It is best to follow this process and document the process as you go through it. This will help you to identify
solutions the next time you encounter a similar problem and help you work backward if you made unwanted
changes.

Purpose of Data Protection

Before you begin troubleshooting problems, always follow the necessary precautions to protect data on a
computer. Some repairs, such as replacing a hard drive or reinstalling an operating system, can put the data on
the computer at risk. Make sure that you do everything possible to prevent data loss while attempting repairs.

A backup is a copy of the data on a computer hard drive that is saved to media such as a CD, DVD, or External
Hard Drive. In an organization, backups are routinely done on a daily, weekly, and monthly basis.

If you are unsure that a backup has been done, do not attempt any troubleshooting activities until you check with
the customer. Here is a list of items to verify with the customer about data backups:

Date of the last backup

Contents of the backup

Data integrity of the backup

Availability of all backup media for a data restore

If the customer does not have a current backup and you are not able to create one, you should ask the customer to
sign a liability release form. A liability release form should contain at least the following information:

Permission to work on the computer without a current backup available

Release from liability if data is lost or corrupted

Description of the work to be performed

Gather Data from the Customer

During the troubleshooting process, gather as much information from the customer as possible. The customer will
provide you with the basic facts about the problem. Here is a list of some of the important information to gather
from the customer:

Customer information

Company name

Contact name

Address

Phone number

Computer configuration

Manufacturer and model

Operating system information

Network environment

Connection type

Description of problem

Open-ended questions

Closed-ended questions

When you are talking to the customer, you should follow these guidelines:

Ask direct questions to gather information.

Do not use industry jargon when talking to customers.

Do not talk down to the customer.

Do not insult the customer.

Do not accuse the customer of causing the problem.

By communicating effectively, you will be able to elicit the most relevant information about the problem from the
customer.
When gathering information from customers, use both open-ended and closed-ended questions. Start with openended questions to obtain general information. Open-ended questions allow customers to explain the details of the
problem in their own words. Some examples of open-ended questions are

What problems are you experiencing with your computer or network?

What software has been installed on your computer recently?

What were you doing when the problem was identified?

What hardware changes have recently been made to your computer?

Based on the information from the customer, you can proceed with closed-ended questions. Closed-ended
questions generally require a yes or no answer. These questions are intended to get the most relevant information
in the shortest time possible. Some examples of closed- ended questions are

Has anyone else used your computer recently?

Can you reproduce the problem?

Have you changed your password recently?

Have you received any error messages on your computer?

Are you currently logged in to the network?

The information obtained from the customer should be documented in the work order and in the repair journal.
The work order is a record of what was done and the time that it took to make the repair. The repair journal is a
written record of anything that was learned during the repair that can help you on future projects. Write down
anything that you think might be important for you or another technician. Often, the small details can lead to the
solution of a difficult problem.

Verify the Obvious Issues

The second step in the troubleshooting process is to verify the obvious issues. Even though the customer might
think that there is a major problem, start with the obvious issues before moving to more complex diagnoses.
Verify the following obvious issues:

Loose external cable connections.

Incorrect boot order in BIOS.

Power switch for an outlet is turned off.

Surge protector is turned off.

Device is powered off.

If you find an obvious issue that fixes the problem, you can go to the last step and close with the customer. These
steps are simply a guideline to help you solve problems in an efficient manner. If the problem is not resolved
when you verify the obvious issues, you will need to continue with the troubleshooting process.

Try Quick Solutions First

The next step in the troubleshooting process is to try quick solutions first. Obvious issues and quick solutions
sometimes overlap each other and can be used together to repair the problem. Document each solution that you
try. Information about the solutions that you have tried is vital if the problem needs to be escalated to another
technician.
Some common quick solutions include

Check that all cables are connected to the proper ports.

Remove and reconnect cables.

Reboot the computer or network device.

Log in as a different user.

Check computer for the latest OS patches and updates.

If a quick solution does not resolve the problem, document your results and try the next most likely solution.
Continue this process until you have solved the problem or have tried all the quick solutions. Document the
resolution for future reference.

Gather Data from the Computer

The next step in the troubleshooting process is to gather data from the computer. You have tried all the quick
solutions, but the problem is still not resolved. It is now time to verify the customers description of the problem
by gathering data from the computer.
To help gather information from the computer, you will need to be aware of some of the most common utilities
or features of a computer. These utilities or features include the Event Viewer, Device Manager, BIOS
information and beep codes, and various diagnostic tools.

Event Viewer
When system, user, or software errors occur on a computer, the Event Viewer is updated with information
about the errors. The Event Viewer application, records the following information about the problem:

The problem that occurred

The date and time of the problem

The severity of the problem

The source of the problem

Event ID number

The user who was logged in when the problem occurred

Although this utility lists details about the error, you might still need to research the
solution.

Device Manager
The Device Manager, displays all the devices that are configured on a computer. Any device that the operating
system determines to be acting incorrectly will be flagged with an error icon. This type of error is denoted as a
yellow circle with an exclamation point (!). If a device is disabled, it will be flagged with a red circle and an X.

Beep Codes
Each BIOS manufacturer has a unique beep sequence for hardware failures. When troubleshooting, power on the
computer and then listen. As the system proceeds through the power-on self test (POST), most computers will
emit one beep to indicate that the system is booting properly. If there is an error, you might hear multiple beeps.
Document the beep code sequence, and research the code to determine the specific hardware failure.

BIOS Information
If the computer boots and stops after the POST, you should investigate the BIOS settings to determine where to
find the problem. A device might not be detected or configured properly. Refer to the motherboard manual to
make sure that the BIOS settings are accurate.

Diagnostic Tools
Conduct research to determine what software is available to help diagnose and solve problems. There are many
programs available that can help you troubleshoot hardware. Often, manufacturers of system hardware provide
their own diagnostic tools. A hard drive manufacturer, for example, might provide a tool that can be used to boot
the computer and diagnose problems with the hard drive when it will not start Windows.

Evaluate the Problem and Implement the Solution

The next step in the troubleshooting process is to evaluate the problem and implement the solution. When
researching possible solutions for a problem, use the following sources of information:

Your own problem-solving experience

Other technicians

Internet search

Newsgroups

Manufacturer FAQs

Computer manuals

Device manuals

Online forums

Technical websites

Divide larger problems into smaller problems that you can analyze and solve individually. You should prioritize
solutions, starting with the easiest and fastest to implement. Create a list of possible solutions and implement
them one at a time. If you implement a possible solution and it does not work, reverse the solution and try
another.

Close with the Customer

After the repairs to the computer have been completed, finish the troubleshooting process by closing with the
customer. Communicate the problem and the solution to the customer verbally and in all documentation. The
steps to be taken when you have finished a repair and are closing with the customer include

Discuss the solution implemented with the customer.

Have the customer verify that the problem has been solved.

Provide the customer with all paperwork.

Document the steps taken to solve the problem in the work order and in the
technicians journal.

Document any components used in the repair.

Document the amount of time spent to resolve the problem.

Verify the solution with the customer. If the customer is available, demonstrate how the solution has corrected the
computer problem. Have the customer test the solution and try to reproduce the problem. When the customer can
verify that the problem has been resolved, you can complete the documentation for the repair in the work order
and in your journal. The documentation should include the following information:

The description of the problem

The steps to resolve the problem

The components used in the repair