Chapter 4 Basics of Preventive Maintenance and Troubleshooting
Chapter 4 Basics of Preventive Maintenance and Troubleshooting
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:
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:
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.
Step 2.
Step 3.
Step 4.
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Step 6.
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.
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:
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:
Customer information
Company name
Contact name
Address
Phone number
Computer configuration
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:
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
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
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.
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.
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.
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:
Event ID number
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.
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.
Have the customer verify that the problem has been solved.
Document the steps taken to solve the problem in the work order and in the
technicians journal.
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: