Computer Maintenance and Technical

Support (ITec 3031)

Chapter 2
BASICS OF PREVENTIVE MAINTENANCE AND
TROUBLESHOOTING

School of Computing
Debremarkos Institute of Technology

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 Types of Computer Maintenance
 Different authors state different classifications
 Hardware vs Software
 IEEE Std. (2006) classifies as

 By Lientz and Swanson (1980):- corrective, adaptive, and perfective

maintenance.
 Corrective maintenance: reactive modification of a software
product performed after delivery to correct discovered faults.
 Adaptive maintenance: modification of a software product
performed after delivery to keep a computer program usable in a
changed or changing environment.
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 ,,, Cont’d

 Perfective maintenance: modification of a software product performed after

delivery to improve performance or maintainability.
 Preventive maintenance:
 It is a regular and systematic inspection, cleaning, and replacement of worn
parts, materials, and systems.
 It helps to prevent failure of parts before it actually occurs
 With fewer failures, there is less troubleshooting to do, thus saving an
organization time and money

Troubleshooting:
 It is a systematic approach to locating the cause of a fault in a computer system.
 It is the detection and removal of faults in the computer system.
 It is a learned skill.
 Not all troubleshooting processes are the same, technicians tend to refine their
own troubleshooting skills based on knowledge and personal experience.

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 The purpose of preventive maintenance
• Preventive maintenance is used to:
 Attempt to maximize performance of production
equipment efficiently and regularly
 Prevent breakdown or failures
 Minimize production loss from failures
 Increase reliability of the operating systems
 Reduce the probability of hardware or software
problems by systematically and periodically
checking hardware and software to ensure
proper operation.
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Benefits
 Be proactive in computer equipment maintenance and data protection.
 Perform regular maintenance routines to reduce potential
hardware and software problems.
 Plan is developed based on the needs of the equipment like
construction site or office env’t.
 The following are the benefits of preventive maintenance:
 Increase data protection
 Extend the life of components
 Increase equipment stability
 Reduce repair costs
 Reduce the number of equipment failures

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 Preventive Maintenance Tasks
 Hardware
 Check the condition of cables, components, and peripherals.
 Repair or replace any components that show signs of excess wear.
 Removing dust from inside the computer and fans; should be part of
every preventive maintenance plan.
 Keep components clean to reduce the likelihood of overheating.

 Use the following tasks as a guide to create a hardware maintenance

program.
 Remove dust from fan intake
 Remove dust from power supply
 Remove dust from components inside the computer
 Clean mouse and keyboard
 Check and secure any loose cables 6
 ,,, Cont’d
 Software
 Verify that installed software is current.
 Follow the policies of the organization when installing
 Security updates,
 Operating system, and
 Program updates.
 Use the following tasks as a guide to create a software
maintenance schedule
 Review and install the appropriate security, software, and driver updates.
 Update the virus definition files and scan for viruses and spyware.
 Remove unwanted or unused programs
 Scan hard drives for errors
 Defragment hard drives
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 ,,, Cont’d

 Dust
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.
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.
Remove dust from the inside of a computer

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 Internal components
• Inspect Internal Components.
• Examine the computer on a regular schedule.
 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

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 ,,, Cont’d

 Environmental concerns
 An optimal operating environment for a computer is clean,
free of potential contaminants, and within the temperature
and humidity range specified by the manufacturer.
 Computers should not be operated in harsh environmental
conditions.
 Guidelines to help ensure optimal computer
operating performance include:
 Do not obstruct vents or airflow to the internal components.
 Keep the room temperature between 7 to 32 0c
 Keep the humidity level between 10 and 80 percent.

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 The purpose of data protection process
• 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, may create data risk.
• Make sure that you do everything possible to prevent data loss while
attempting repairs.
 Backup Data
• A backup is a copy of the data on a computer hard drive that is saved to media
such as a CD, DVD, or tape drive.
• It is better to have a data back up daily, weekly, and monthly
• 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 11
 ,,, Cont’d

 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

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 Steps of the troubleshooting process
 Troubleshooting requires an organized and logical approach to
problems with computers and other components.
 Asking the right questions, testing the right hardware, and examining
the right data helps you understand the problem.
 Troubleshooting is a skill that you will refine over time.
 The troubleshooting process is a guideline that can be modified to fit
your needs.
Troubleshooting process includes:
Step Troubleshooting Process
1 Identify the Problem
2 Establish a Theory of Probable Cause
3 Test the Theory to Determine Cause
4 Establish a Plan of Action to Resolve the Problem
and Implement the Solution
5 Verify Full System Functionality and, if
Applicable, Implement Preventive Measures

6 Document Findings, Actions, and Outcomes

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 ,,, Cont’d
Step-1: Identify the problem
 Gather as much information from the customer as
possible, but always be respectful.
 The customer will provide you with the basic facts about
the problem.
 This information will be used to aid in solving the
problem.
Use the following strategy to identify the problem):
 Start by using open-ended questions to obtain general information.
 Continue using closed-ended (yes/no) questions to get relevant information .
 Document the responses in the work order and in the repair journal.
 Verify the customer’s description by gathering data from the
computer using applications such as event viewer, device manager,
BIOS info., diagnostic tools

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 Conversation Etiquette
• 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.
 Open-Ended Questions
• It 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?

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 Closed-Ended Questions
• It requires 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?
 Documenting Responses
• Document the information obtained from the customer in the work order
and in the repair journal.
• Write down anything that you think may be important for you or another
technician.
• Often, the small details can lead to the solution of a difficult or complicated problem.
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 Verify the customer’s description of the problem by gathering data
from the computer using applications.
 Using Event Viewer
• When system, user, or software errors occur on a computer, Event
Viewer is updated with information about the errors.
• The Event Viewer application records the following information
about the problem:
 What problem occurred
 Date and time of the problem
 Severity of the problem
 Source of the problem
 Event ID number
 Which user was logged in
when the problem occurred

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 ,,, Cont’d
 Using Device Manager
• It displays all of the devices that are configured on a computer.
• Any device that the operating system determines to be acting
incorrectly is flagged with an error icon (has a yellow circle with an
exclamation point (!))
• If a device is disabled, it is flagged with a red circle and an?.
• A yellow question mark (?) indicates that the hardware is not
functioning properly because the system does not know which driver
to install for the hardware.

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 Beep Codes
• Each BIOS manufacturer has a unique beep sequence for hardware failures.
• When troubleshooting, power on the computer and listen.
• As the system proceeds through the POST, most computers 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, 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.
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 Diagnostic Tools ,,, Cont’d

• There are many programs available that can help you troubleshoot hardware.
• Often, manufacturers of system hw provide diagnostic tools of their own.
• For instance, a hard drive manufacturer might provide a tool that you can use to
boot the computer and diagnose why the hard drive does not boot Windows.
Step-2:- Establish a Theory of Probable Causes
 The second step in the troubleshooting process is to verify the obvious issues.
 Even though the customer is familiar about the problem, start with the obvious
issues before moving to more complex diagnoses.
 If the problem is not resolved when you verify the obvious issues, you will need
to continue with the troubleshooting process.
 Some of obvious problems are
• Loose external cable connections
• Noon-bootable disk in designated boot drive
• Incorrect boot order in BIOS
• Power switch for an outlet is turned off
• Surge protector is turned off
• Device is powered off 20
 ,,, Cont’d

Step-3:- Test the Theory to Determine an Exact Cause

• The next step in the troubleshooting process is to try quick solutions first.
• 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
• Quick solutions include
 Check that all cables are connected to the proper locations
 Remove and reconnect cables
 Reboot the computer and network device
 Check computer for the latest operating system
 Login as a different user

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Step-4:- Establish a Plan of Action to Resolve the Problem and
Implement the solution
• The next step in the troubleshooting process is to evaluate the
problem and implement the solution.
• After you have determined the exact cause of the problem, establish a
plan of action to resolve the problem and implement the solution.
• Evaluate the problem and research possible solutions
• 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.
• Some of the sources
- Problem solving experience - Manufacturer website
- Other technicians - Device manuals
- Internet search - Online forums
- News groups - Technical websites

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Step 5:- Verify Full System Functionality and, if Applicable,
Implement Preventive Measures
• The troubleshooting process is not over until full system functionality is
confirmed.
• Verifying full system functionality confirms that you have solved the
original problem and ensures that you have not created another problem
while repairing the computer.
• Whenever possible, have the customer verify the solution and system
functionality.
• Some of the activities to verify functionality of the system are:-
 Reboot the computer
 Ensure multiple applications work properly
 Verify network and internet connections
 Print a document from one applications
 Ensure all attached devices work properly
 Ensure no error message are received
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Step 6 – Document Findings, Actions, and Outcomes
• Finish the troubleshooting process by closing with the customer.
• Communicate the problem and the solution to the customer.
• If possible, demonstrate how your solution has solved the problem.
• Document the entire process for future reference.
• The document should include the following information:
 The description of the problem
 The steps to resolve the problem
 The components used in the repair
• The following are the way how to close with the customers
 Discuss the solution implemented with the customer
 Have the customer verify that the problem has been solved

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 PC common problems and Solutions
• Computer problems can be attributed to hardware, software,
networks, or some combination of the three.
• These are some common hardware problems:
 Storage Device:- Storage device problems are often related to
 Incorrect cable connections
 Incorrect drive and media formats
 Incorrect jumper
 Incorrect BIOS settings.
• If “ The computer does not recognize storage device”

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 Motherboard and Internal Components - problems are often
caused by
 Incorrect or loose cables
 Failed components
 Incorrect drivers
 Corrupted updates.
• Temperature can affect motherboards, CPUs, and hard drive.
• Plugging in cables while the computer is on, can cause the
motherboard to short-circuit.
• Longer boot time and incorrect system time can be caused by the
CMOS battery.
• If “ The clock on the computer is no longer keeping the correct time or the
BIOS settings are changing when the computer is rebooted”

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 Power Supply - Power problems are often caused by a
 faulty power supply
 loose connections
 inadequate wattage.
• Smell of burning electronics.
• Unexcepted shutdown.
• If “The computer will not turn on”

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CPU and Memory - Processor and memory problems are often
caused by
 Faulty installations
 Incorrect BIOS settings
 Inadequate cooling and ventilation
 Compatibility issues.
• Adding RAM can improve performance problems.
• Be sure RAM is installed correctly and firmly seated.
• Improperly seated RAM can cause the PC to not boot.
• If “The computer will not boot or it locks up”

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Displays – Display problems are often caused by
 incorrect settings
 loose connections
 incorrect or corrupted drivers.
• Video problems can be caused by setting in the BIOS.
• If “Display has power but no image on the screen”

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 Common Problems and Solutions for Software
• Antivirus software is out of date or expired.
• Update or renew, then run a full virus scan.
 Scandisk
• A utility program that will check the hard disk drive for
errors.
• Tries to fix “bad sector” problems on hard drive.
• May fix corrupted files.
• May fix file linking errors
 Disk Cleanup
• Internet browser software download pages and graphics to your
hard drive as you surf the Web.
• These files are stored in a cache or temporary directory for
faster access to the information.
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