9 Types of Maintenance

9 Types of Maintenance: From Preventive Maintenance to
Corrective Maintenance and Everything in Between

As far as I am concerned terminology is not important. Other than making sure we are talking
about the same thing. If what I consider to be condition-based maintenance you call predictive
maintenance that doesn’t really matter. As long as we can sensibly talk about the underlying
principles.
When to use condition-based maintenance. And how to use it.
However, as I’m often asked questions about the different types of maintenance I decided to put
a quick overview together of the types of maintenance. At least, the way I see it:

What are the Types of Maintenance?

There are 9 Types of Maintenance split between Preventive Maintenance and Corrective
Maintenance. Preventive Maintenance is done before a failure occurs and consists of
maintenance types like: Time Based Maintenance, Failure Finding Maintenance, Risk Based
Maintenance, Condition Based Maintenance and Predictive Maintenance. Corrective
maintenance is done after a failure has occurred either as Deferred Corrective Maintenance or as
Emergency Maintenance.
In the rest of this article, I will discuss each of these different types of maintenance I detail:
Preventive Maintenance
 Time Based Maintenance (TBM)

 Failure Finding Maintenance (FFM)
 Risk Based Maintenance (RBM)
 Condition Based Maintenance (CBM)
 Predictive Maintenance (PDM)
Corrective Maintenance (CM)
 Deferred Corrective Maintenance

 Emergency Maintenance (EM)
But before we delve into those definitions, let's have a look at the fundamental difference
between preventive maintenance and corrective maintenance.
Preventive Maintenance vs Corrective Maintenance
At the top level, I see maintenance being either preventive or corrective:
 When we do preventive maintenance we are doing a task before a failure has occurred.
That task can be aimed at preventing a failure, minimising the consequence of the failure
or assessing the risk of the failure occurring.
 When we are conducting corrective maintenance the failure has now occurred and we
are basically reinstating equipment functionality. To be clear, corrective maintenance can
be the result of a deliberate run-to-failure strategy.

Preventive Maintenance
Preventive maintenance can be defined as “an equipment maintenance strategy based on
replacing, or restoring, an asset at a fixed interval regardless of its condition. Scheduled
restoration tasks and replacement tasks are examples of preventive maintenance tasks.” 1
Preventive maintenance (or preventative maintenance) is basically a type of maintenance that is
done at a regular interval while the equipment is still functioning with the objective of preventing
failure or reducing the likelihood of failure.
Preventive maintenance can be time based i.e. every week, every month or every three months.
But preventive maintenance can also be based on usage e.g. every 150 cycles, every 10,000hrs or
like your car: service every 10,000km.
Apart from the regular interval approach (time based maintenance) there are also other types of
maintenance that fall within the category of preventive maintenance:
 Time Based Maintenance (TBM)

 Failure Finding Maintenance (FFM)
 Risk Based Maintenance (RBM)
 Condition Based Maintenance (CBM)
 Predictive Maintenance (PDM)
In the following paragraphs, I will explore each of these types of maintenance in more detail
including when you should consider using them.
Time-Based Maintenance (TBM)

Time-Based Maintenance refers to replacing or renewing an item to restore its reliability at a
fixed time, interval or usage regardless of its condition. This is what Moubray calls Scheduled
Restoration or Scheduled Discard tasks in his RCMII book.
I limit the use of that phrase as for some reason people then jump to the conclusion that another
maintenance is not scheduled. When in fact, of course, all maintenance should be scheduled
through our Weekly Schedule. The only exception would be Emergency Maintenance, which due
to its very nature of requiring immediate attention cannot be scheduled.
The purpose of Time Based Maintenance is to protect yourself against the failure of known
wearing parts which have predictable Mean Time Between Failure (MTBF) i.e. Time Based
Maintenance assumes that the failure is age related and a clear service life can be determined. Or,
that it’s simply not worth the effort to assess the condition and a time based replacement is more
economical and still (reasonably) effective.
Time Based Maintenance can never effectively manage non-age related failure modes and
therefore should only form a small part of your overall maintenance program as >70% of the
failure modes in your plant are not age related (refer to the article 9 Principles of Modern
Maintenance).
It is important to realise that in many industries companies do have to complete certain tasks to
meet regulatory compliance requirements and these would typically be executed on a fixed time
interval i.e. Time Based Maintenance. But even with compliance related maintenance, there are
often opportunities to engage a regulator and look at moving to for example risk-based
approaches. A good example of this would be adopting Risk-Based Inspection (RBI) for vessel
inspections instead of e.g. 4-yearly internal vessel inspections.
Failure Finding Maintenance (FFM)

Failure Finding Maintenance tasks are aimed at detecting hidden failures typically associated
with protective functions. Think pressure safety valves, trip transmitters and the like.
This type of equipment won’t be required to function until something else has failed. That means
that under normal operating conditions you will not know whether this equipment is still
functional i.e. the failure modes are hidden.
And since these failures are hidden, you’ll need to find them before you are relying on that
equipment to protect you.
Simple really.
It’s important to realise that failure finding maintenance tasks do not prevent failure but simply
detect it. And once detected you’ll have to repair the failure you found. Failure Finding
Maintenance is conducted at fixed time intervals typically derived from legislation or risk based
approaches.
Risk Based Maintenance (RBM)

Risk Based Maintenance (RBM) is when you use a risk assessment methodology to assign your
scarce maintenance resources to those assets that carry the most risk in case of a failure
(remembering that risk = likelihood x consequence).
As a result, equipment that has a higher risk and a very high conseauence of failure would be
subject to more frequent maintenance and inspection. Low risk equipment may be maintained at
a much lower frequency and possibly with a much smaller scope of work.
When you implement a Risk Based Maintenance process effectively you should have reduced
the total risk of failure across your plant in the most economical way.
Risk-Based Maintenance is essentially preventive maintenance where the frequency and scope of
the maintenance activities is continuously optimised based on the findings from testing or
inspection and a thorough risk assessment. Examples of Risk-Based Maintenance would be Risk-
Based Inspection as applied to static equipment like vessels and piping or even pressure relief
valves.
Condition Based Maintenance (CBM)

Most failure modes are not age related. However, most failure modes do give some sort of
warning that they are in the process of occurring or are about to occur.
If evidence can be found that something is in the early stages of failure, it may be possible to
take action to prevent it from failing completely and/or to avoid the consequences of failure.
Condition Based Maintenance as a strategy therefore looks for physical evidence that a failure is
occurring or is about to occur. Thinking of CBM in this way shows its broader applications
outside condition monitoring techniques often only associated with rotating equipment.
An important concept within Condition Based Maintenance is the P-F curve shown in the figure
below:

The curve shows that as a failure starts manifesting, the equipment deteriorates to the point at
which it can possibly be detected (point “P”).
If the failure is not detected and mitigated, it continues until a functional failure occurs (point
“F”). The time range between P and F, commonly called the P-F interval, is the window of
opportunity during which an inspection can possibly detect the imminent failure and give you
time to address it.
It is important to realise that CBM as a maintenance strategy does not reduce the likelihood of a
failure occurring through life-renewal, but instead is aimed at intervening before the failure
occurs, on the premise that this is more economical and should have less of an impact on
availability.
In other words: condition monitoring does not fix machines and condition monitoring does not
stop failures. Condition monitoring only lets you find problems before they become a failure.
A common rule of thumb is that the interval between CBM tasks should be one-half or one-third
of the P-F interval.
How much more effective CBM is above breakdown maintenance depends on how long the P-F
interval is. With plenty of warning the rectification can be planned, materials and resources can
be mobilised and breakdown prevented (though production is still stopped for the maintenance
duration). When the P-F interval is only a few days the resulting organisational and workplace
actions are much like a breakdown and the value of CBM is largely lost.
For CBM to be effective as a strategy, early intervention is essential. This requires an efficient
and effective process for data gathering, data analysis, decision making and finally intervention.
For failure modes where the P-F interval shows a large variability, condition monitoring is not an
effective strategy.
If you're interested to find more about how to best manage failure modes don't forget to check
out my article Reliability Centered Maintenance - 9 Principles of Modern Maintenance.

Predictive Maintenance (PDM)

Up until recently when people spoke about Predictive Maintenance (PDM) this was essentially
as a synonym for Condition Based Maintenance. But in my view with the advent of Artificial
Intelligence, much lower costs of equipment sensors (IIoT) and machine learning there is clearly
a difference appearing between Predictive Maintenance (PDM) and Condition Based
Maintenance (CBM), at least in my view.
I see Predictive Maintenance as an extension, a more advanced approach to CBM where we use
potentially many process parameters gained from online sensors to determine if our equipment is
moving away from stable operating conditions and is heading towards failure.
There are a lot of (very large) companies actively moving into this space and it is certainly a fast-
moving and exciting part of our discipline as Maintenance & Reliability professionals. However,
I do still believe that even the most advanced Predictive Maintenance approaches need to be
underpinned by sound reliability principles and understanding.
Corrective Maintenance (CM)

A Run to Failure or Corrective Maintenance strategy only restores the function of an item after it
has been allowed to fail. It is based on the assumption that the failure is acceptable (i.e. no
significant impact on safety or the environment) and preventing failure is either not economical
or not possible.
Apart from being the outcome of a deliberate Run to Failure strategy Corrective Maintenance is
also the result of unplanned failures which were not avoided through preventive maintenance.
A run to failure strategy can effectively be used for general area lighting, smart process
instrumentation (without trip functionality) etc. where the consequence of failure is limited and
would not necessitate a need for an urgent repair.
When opting for corrective maintenance as a strategy it is essential to ensure that the failure
modes under consideration do not have the potential to become Emergency Maintenance. You
see, if you adopt run-to-failure for equipment that once it has failed must be restored
immediately to have doomed your organisation to a reactive maintenance environment. A
reactive maintenance environment is not where you want to be. It is more expensive, less
efficient, and less safe.
So although a run-to-failure strategy can be a good option, make sure you decide wisely.
Deferred Corrective Maintenance

In the chart of maintenance types I broke ‘corrective maintenance’ into two sub-types:
 Deferred Corrective Maintenance

 Emergency Maintenance (EM)
And that was very deliberate because it is so essential that we absolutely minimize the amount of
Emergency Maintenance we allow into our organisations. As I already pointed out above
Emergency Maintenance is expensive, various sources have suggested that Emergency
Maintenance is 3 to 5 times as expensive as ‘normal’ preventive maintenance. Emergency
Maintenance typically leads to longer equipment outages and more production impact. And it is
less safe. So when a corrective maintenance work request is raised it is essential that you
prioritise it properly to make sure that where possible you defer the work request and give your
team the time to properly plan and schedule the work.
If you want to read more about prioritisation of corrective maintenance have a look at the article
You Will Fail Without Planning & Scheduling.
Emergency Maintenance (EM)

Emergency Maintenance is corrective maintenance that is so urgent that it breaks into your
Frozen Weekly Schedule (you do have one don’t you?).
It upsets your plans and schedules and typically throws everything into disarray.
Some people thrive in this type of environment and often get heralded as heroes when they’ve
worked 16hrs non-stop to get production back online. But when it comes to the Road to
Reliability it is a dead end.
So Emergency Maintenance is the one and only maintenance type that we really want to avoid as
much as possible. In fact, World Class organisations ensure that less than 2% of their total
maintenance is Emergency Maintenance.
How much Emergency Maintenance do you have?
Types of Maintenance: A Comparison Chart

The Table below shows a brief summary of:
 the different types of maintenance;

 what type of tasks are involved;
 the objective of the task;
 and how the interval between the tasks is determined.
An efficient and effective Preventive Maintenance Program will have a mix of all these different
types of maintenance.

Which type of maintenance is most expensive?
The most expensive type of maintenance is Emergency Maintenance because this is the type of
maintenance that is so urgent that you drop everything to run off and fix the problem. That
means that Emergency Maintenance is usually not well planned (prepared) and therefore is
highly inefficiency and expensive (typically at least 3 - 5 times as expensive as well planned
preventive maintenance).
Types of Maintenance PDF

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simply click on the link below and leave your details:
So what is breakdown maintenance?

And frequently asked question is ‘what is breakdown maintenance’ and as it’s not in my
explanation I thought I’d just covered it here briefly. As far as I am concerned, breakdown
maintenance is simply corrective maintenance and not another type of maintenance in itself. In
the case of breakdown maintenance you’ve had a failure and so now it needs to be fixed. And
depending on the risk associated with that breakdown it could be urgent or less urgent.
But, in many people’s mind, breakdown maintenance is urgent maintenance, maintenance that
needs to be done right now i.e. Emergency Maintenance. And if that’s the case for you, you
know what to do: get rid of it!
What is the difference between preventive maintenance and predictive

maintenance?
I think I have covered this in the article, but as it’s such a frequently asked question I’ll just
summarise the key differences here:
 Preventive maintenance covers multiple types of maintenance that are used before a
failure has occurred. Predictive maintenance is a form of preventive maintenance.
 When most people talk about preventive maintenance they really mean Time Based
Maintenance which is a repair or replacement on a fixed interval irrespective of the
condition of the equipment. The interval can be time-based (days, weeks or months) or
usage-based (operating hours, cycles or km).
Are Planned Maintenance and Preventive Maintenance the Same?
In my view, they are not the same. Planning refers back to the maintenance planning &
scheduling process so planning maintenance is about preparing the maintenance work so that is
ready to execute. whereas preventive maintenance is maintenance that has been identified to
prevent or mitigate a failure mode.
So in my view, Planned Maintenance is maintenance that has been through the planning process
and is properly prepared with all job steps, labour, parts, and tools identified and organised.
All Preventive Maintenance should be Planned Maintenance as it has been identified upfront and
there is no reason why it would not go through the normal maintenance planning & scheduling
process.
The opposite of Planned Maintenance is Unplanned Maintenance which has not properly been
prepared and is planned on the plan as the job is done. This is highly inefficient and something
you should avoid at all cost. The only time you should be conducting unplanned maintenance is
when you have a high priority work request that comes in and is so urgent that you break into the
Frozen Weekly Schedule to complete the work without going through the normal planning &
scheduling process. I refer to this as Emergency Maintenance.
And what about Autonomous Maintenance?
The above table of types of maintenance does not include Autonomous Maintenance or
Autonomous Care (also referred to as Front Line Maintenance in other organisations). The
CLAIR (Clean, Lubricate, Adjust, Inspect and Repair) activities conducted under Autonomous
Care are essentially a combination of the above strategies, but conducted on a higher frequency
by frontline staff.
Which type of maintenance is most expensive?
This an interesting question and generally speaking unplanned corrective maintenance i.e.
Emergency Maintenance is the most expensive to conduct. This is because this type of
maintenance does not go through the full maintenance planning & scheduling process because
it's so urgent and it's simply planned on the fly. That means when you execute Emergency
Maintenance you typically have very low efficiency with additional time wasted looking for
materials, organising access to the equipment, waiting on other trades etc. Another common
issue with Emergency Maintenance is that often parts and services are expedited to arrive faster
and increased costs are incurred to make that happen.
Why is Preventive Maintenance better than Breakdown

Maintenance?
In general, prevention of a failure is simply a lot cheaper and safer than letting equipment fail.
Plus, preventive maintenance would have much less impact on production than breakdown
maintenance (i.e. running to failure).
However, there are instances that a deliberate run-to-failure maintenance strategy is the right
thing to do. A good example would be something like general area lighting in an industrial plant
where you will simply wait till you have a number of lights that have ailed and then you replace
them. Trying to replace these lights before they fail would be a waste of money because we
cannot accurately predict when lightbulbs will fail. And because the consequence is low we can
simply accept that general lighting is run to failure.
Which is better, Preventive Maintenance or Predictive Maintenance?

Predictive Maintenance really is a type of Preventive Maintenance as they both see you
conducting maintenance before the failure has occurred. The issue is though that most people
think of the traditional Time-Based Maintenance when they talk about Preventive Maintenance.
So from that perspective which is better? Neither. You need to select the right maintenance type
based on the failure mode you're trying to manage and its characteristics.
If you have a failure mode that is random in nature you would want to opt for a condition-based
or predictive maintenance task so that you can see the potential failure coming closer and take
action before the failure occurs.
But, if you have a failure mode that is very clearly age-related or where a condition based task is
simply not economical then you would use a time-based maintenance task.
Lube oil change out on a turbine with thousands of litres of oil is often best done on condition to
ensure you get maximum life out of the oil. But, if you are only dealing with 50 liters of oil the
time and effort it takes to sample the oil and analyse it probably means it's not worth going
condition-based and you simply change that oil out based on a fixed time or fixed number of
running hours.
Preventive Maintenance and Troubleshooting
 By Cisco Networking Academy.

 Sample Chapter is provided courtesy of Cisco Press.
 Date: Mar 28, 2020.
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Chapter Information
Contents
1. Objectives
2. Key Terms
3. Introduction (4.0)
4. Preventive Maintenance (4.1)
5. Troubleshooting Process (4.2)
6. Summary (4.3)
7. Practice
8. Check Your Understanding Questions
Chapter Description
In this sample chapter from IT Essentials Companion Guide v7 for Cisco Networking Academy,
you will learn about the many benefits of conducting preventive maintenance for both hardware
and software.
From the Book
IT Essentials Companion Guide v7
$72.00 (Save 10%)
Troubleshooting Process (4.2)

Troubleshooting is a systematic process used to locate the cause of a fault in a computer system
and correct the relevant hardware and software issues. Approaching problem solving using a
logical and methodical approach is essential to successful resolution. Although experience is
very useful to problem solving, following a troubleshooting model will enhance effectiveness
and speed.
Troubleshooting Process Steps (4.2.1)
In this section, you will learn that to troubleshoot a problem quickly and effectively, you need to
understand how to approach the issue. Troubleshooting is a way of discovering what is causing a
problem and fixing it.
Introduction to Troubleshooting (4.2.1.1)
Troubleshooting requires an organized and logical approach to problems with computers and
other components. Sometimes issues arise during preventive maintenance. At other times,
customers may contact you with problems. Taking a logical approach to troubleshooting allows
you to eliminate variables and identify causes of problems in a systematic order. Asking the right
questions, testing the right hardware, and examining the right data helps you understand the
problem and form a proposed solution.
Troubleshooting is a skill that you refine over time. Each time you solve a problem, you increase
your troubleshooting skills by gaining more experience. You learn how and when to combine
steps, or skip steps, to reach a solution quickly. The troubleshooting process is a guideline that is
modified to fit your needs.
This section presents an approach to problem solving that you can apply to both hardware and
software.
NOTE
The term customer, as used in this book, refers to any user who requires technical computer
assistance.
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, might put the data on the computer at risk. Make sure you do everything possible to
prevent data loss while attempting repairs. If your work results in data loss for the customer, you
or your company could be held liable.
Data Backup
A data backup is a copy of the data on a computer hard drive that is saved to another storage
device or to cloud storage. Cloud storage is online storage that is accessed via the Internet. In an
organization, backups may be performed on a daily, weekly, or monthly basis.
If you are unsure about whether 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
regarding whether 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
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. A liability release form contains at least the following
information:
 Permission to work on the computer without having a current backup available
 Release from liability if data is lost or corrupted
 Description of the work to be performed
Troubleshooting Process Steps (4.2.1.2)
The troubleshooting process steps are as follows:
 Step 1. Identify the problem.
 Step 2. Establish a theory of probable cause.
 Step 3. Test the theory to determine the cause.

 Step 4. Establish a plan of action to resolve the problem and implement the solution.
 Step 5. Verify full system functionality and, if applicable, implement preventive

measures.
 Step 6. Document findings, actions, and outcomes.
Identify the Problem (4.2.1.3)
The first step in the troubleshooting process is to identify the problem. During this step, gather as
much information as possible from the customer and from the computer.
Conversation Etiquette
When you are talking to a customer, follow these guidelines:
 Ask direct questions to gather information.
 Do not use industry jargon.
 Do not talk down to the customer.
 Do not insult the customer.
 Do not accuse the customer of causing the problem.
Table 4-1 lists some of the information to gather from the customer.
Table 4-1 Step 1: Identify the Problem

 Company name
 Contact name
Customer information
 Address
 Phone number
 Manufacturer and model
 Operating system
Computer configuration
 Network environment
 Connection type
Problem description  Open-ended questions

 Closed-ended questions
Error messages
Beep sequences
LEDs
POST
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.
Based on the information from the customer, you can proceed with closed-ended questions. A
closed-ended questions generally requires a yes or no answer.
Documenting Responses
Document the information from the customer in the work order, in the repair log, and in your
repair journal. Write down anything that you think might be important for you or another
technician. The small details often lead to the solution of a difficult or complicated problem.
Beep Codes
Each BIOS manufacturer has a unique beep sequence, a combination of long and short beeps, 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 problem.
BIOS Information
If the computer boots and stops after the POST, investigate the BIOS settings. A device might
not be detected or configured properly. Refer to the motherboard documentation to ensure that
the BIOS settings are correct.
Event Viewer
When system, user, or software errors occur on a computer running Windows, the Event Viewer
is updated with information about the errors. The Event Viewer, shown in Figure 4-2, records the
following information about the problem:
 What problem occurred
 The date and time of the problem

 The severity of the problem
 The source of the problem
 The event ID number
 Which user was logged in when the problem occurred
Figure 4-2 Event Viewer
Although the Event Viewer lists details about an error, you might need to further research the
problem to determine a solution.
Device Manager
The Device Manager, shown in Figure 4-3, displays all the devices that are configured on a
computer. The operating system flags the devices that are not operating correctly with an error
icon. A yellow triangle with an exclamation point indicates that the device is in a problem state.
A red X means that the device is disabled or removed or that Windows can’t locate the device.
An downward-pointing arrow means the device has been disabled. A yellow question mark
indicates that the system does not know which driver to install for the hardware.
Figure 4-3 Device Manager
Task Manager
The Task Manager, shown in Figure 4-4, 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 the performance of the CPU and virtual memory, view all
processes that are currently running, and view information about the network connections.
Figure 4-4 Task Manager
Diagnostic Tools
Conduct research to determine what software is available to help diagnose and solve problems.
Many programs can 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.
CHECK YOUR UNDERSTANDING 4.2.1.4: IDENTIFY THE PROBLEM
Refer to the online course to complete this activity.
Establish a Theory of Probable Cause (4.2.1.5)
The second step in the troubleshooting process is to establish a theory of probable cause. First,
create a list of the most common reasons for the error. Even if the customer thinks there is a
major problem, start with the obvious issues before moving to more complex diagnoses, as
outlined here:
1. Check whether the device is powered off.
2. Determine whether the power switch for an outlet is turned off.
3. Check whether the surge protector is turned off.
4. Ensure that there are no loose external cable connections.
5. Check whether there is a non-bootable disk in the designated boot drive.
6. Look for the incorrect boot order in the BIOS setup.
List the easiest or most obvious causes at the top. List the more complex causes at the bottom. If
necessary, conduct internal (logs, journal) or external (internet) research based on the symptoms.
The next steps of the troubleshooting process involve testing each possible cause.
Test the Theory to Determine the Cause (4.2.1.6)
You can determine an exact cause by testing your theories of probable causes one at a time,
starting with the quickest and easiest. Some common steps to determine the cause of the problem
are as follows:
1. Ensure that the device is powered on.
2. Ensure that the power switch for an outlet is turned on.
3. Ensure that the surge protector is turned on.
4. Ensure that external cable connections are secure.

5. Ensure that the designated boot drive is bootable.
6. Verify the boot order in the BIOS setup.
Once the theory is confirmed, you can determine the steps to resolve the problem. As you
become more experienced at troubleshooting computers, you will work through the steps in the
process faster. For now, practice each step to better understand the troubleshooting process.
If you cannot determine the exact cause of a problem after testing all your theories, establish a
new theory of probable cause and test it. If necessary, escalate the problem to a technician with
more experience. Before you escalate, document each test that you tried, as shown in Figure 4-5.
Figure 4-5 Work Order
Establish a Plan of Action to Resolve the Problem and Implement the Solution (4.2.1.7)
After you have determined the exact cause of the problem, establish a plan of action to resolve
the problem and implement the solution. Sometimes quick procedures can correct the problem. If
a quick procedure does correct the problem, verify full system functionality and, if applicable,
implement preventive measures. If a quick procedure does not correct the problem, research the
problem further and then return to Step 2 to establish a new theory of the probable cause.
NOTE
Always consider corporate policies, procedures, and impacts before implementing any changes.
After you have established a plan of action, you should research possible solutions such as the
following:
 Help desk repair logs
 Other technicians
 Manufacturer FAQs
 Technical websites
 News groups
 Computer manuals
 Device manuals
 Online forums
 Internet search
Divide large problems into smaller problems that can be analyzed and solved individually.
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
correct the problem, reverse the action you just took and then try another solution. Continue this
process until you have found the appropriate solution.
Verify Full Functionality and, if Applicable, Implement Preventive Measures (4.2.1.8)
After the repairs to the computer have been completed, continue the troubleshooting process by
verifying full system functionality and implementing the preventive measures needed, as
outlined here:
1. Reboot the computer.
2. Ensure that multiple applications work properly.
3. Verify network and Internet connections.
4. Print a document from one application.
5. Ensure that all attached devices work properly.
6. Ensure that no error messages are received.
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.
Document Findings, Actions, and Outcomes (4.2.1.9)
After the repairs to the computer have been completed, finish the troubleshooting process with
the customer. Explain the problem and the solution to the customer verbally and in writing. The
steps to take when you have finished a repair are as follows:
1. Discuss the solution implemented with the customer.
2. Have the customer verify that the problem has been solved.
3. Provide the customer with all paperwork.
4. Document the steps taken to solve the problem in the work order and in the technician’s
journal.
5. Document any components used in the repair.
6. Document the amount of time spent on resolving 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. Include the following
information in the documentation:
 Description of the problem
 Steps to resolve the problem
 Components used in the repair
CHECK YOUR UNDERSTANDING 4.2.1.10: NUMBER THE STEPS
Common Problems and Solutions for PCs (4.2.2)
As a technician, you will run into technical problems in your day-to-day routine that need your
attention. As the issues arise, take the time to better understand the causes of problems and work
through possible fixes. Be sure to document all that you do. This section discusses several
common PC problems and suggested solutions.
PC Common Problems and Solutions (4.2.2.1)
Computer problems can be attributed to hardware, software, networks, or some combination of

the three. You will resolve some types of problems more often than others.
Some common hardware problems are as follows:
 Storage device: 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: Motherboard and internal component

problems are often caused by incorrect or loose cables, failed components, incorrect
drivers, and corrupted updates.
 Power supply: Power problems are often caused by a faulty power supply, loose
connections, and inadequate wattage.
 CPU and memory: Processor and memory problems are often caused by faulty
installations, incorrect BIOS settings, inadequate cooling and ventilation, and
compatibility issues.
 Displays: Display problems are often caused by incorrect settings, loose connections, and
incorrect or corrupted drivers.
Common Problems and Solutions for Storage Devices (4.2.2.2)
Table 4-2 shows the probable causes and possible solutions for storage devices.
Table 4-2 Common Problems and Solutions for Storage Devices

Identify the Problem Probable Causes Possible Solutions
The power cable is loose. Secure the power cable.
The data cable is loose. Secure the data cable.
The computer does not
The jumpers are set incorrectly. Reset the jumpers.
recognize a storage
device. A storage device failed. Replace the storage device.
The storage device settings in Reset the storage device settings in
BIOS are incorrect. BIOS.
The disc is inserted upside down. Insert the disc correctly.
There is more than one disc Ensure that there is only one disc
The computer does not inserted in the drive. inserted in the drive.
recognize an optical disc. The disc is damaged. Replace the disc.
A disc is the wrong format. Use the correct type of disc.
The optical drive is faulty. Replace the optical drive.
Insert a pin in the small hole next to
The optical drive is jammed. the eject button on the drive to open
The computer will not the drive.
eject an optical disc. The optical drive has been locked
Reboot the computer.
by software.
The optical drive is faulty. Replace the optical drive.
The removable external drive cable Remove and re-insert the drive
is not seated properly. cable.
The external ports are disabled in Enable the ports in the BIOS
recognize a removable
the BIOS settings. settings.
external drive.
The removable external drive is Replace the removable external
faulty. drive.
A media reader cannot The media reader does not support
Use a different memory card type.
read a memory card that the memory card type.
works properly. Ensure that the media reader is
The media reader is not connected
connected correctly in the
correctly.
computer.
The media reader is not configured Reconfigure the media reader in the
properly in the BIOS settings. BIOS settings.
The media reader is faulty. Install a known good media reader.
Replace the motherboard with a
The motherboard does not support
USB 3.0-capable motherboard or
Retrieving or saving data USB 3.0 or 3.1.
add a USB 3.0 expansion card.
from the USB flash drive
The USB Flash drive might be
is slow. The port is set to full speed in the
connected to a USB port rated
BIOS settings.
slower or not configured properly.
Common Problems and Solutions for Motherboards and Internal Components (4.2.2.3)
Table 4-3 shows common problems and solutions for motherboards and internal components.
Table 4-3 Common Problems and Solutions for Motherboards and Internal Components
The clock on the computer is no The CMOS battery may
Secure the battery.
longer keeping the correct time or be loose.
the BIOS settings are changing The CMOS battery may
Replace the battery.
when the computer is rebooted. be drained.
Contact the motherboard
After updating the BIOS The BIOS firmware manufacturer to obtain a new BIOS
firmware, the computer will not update did not install chip. (If the motherboard has two
start. correctly. BIOS chips, the second BIOS chip
can be used.)
The CPU settings are not
Set the advanced BIOS settings
The computer displays incorrect correct in the advanced
correctly for the CPU.
CPU information when the BIOS settings.
computer boots. BIOS does not properly
Update the BIOS.
recognize the CPU.
The hard drive LED
Reconnect the hard drive LED cable
cable is not connected or
to the motherboard.
is loose.
The hard drive LED on the front
The hard drive LED
of the computer does not light. Correctly orient the hard drive LED
cable is incorrectly
cable to the front case panel
oriented to the front case
connection and reconnect it.
panel connections.
The built-in NIC has stopped The NIC hardware has Add a new NIC to an open expansion
working. failed. slot.
The computer does not display BIOS settings are set to Disable the built-in video in the
any video after a new PCIe video use the built-in video. BIOS settings.
card is installed. The monitor cable is still
Connect the monitor cable to the new
connected to the built-in
video card.
video.
The new video card Connect any required power
needs auxiliary power. connectors to the video card.
The new video card is
Install a known good video card.
faulty.
The speakers are not
Connect the speakers to the correct
connected to the correct
jack.
jack.
The new sound card does not The audio is muted. Unmute the audio.
work. The sound card is faulty. Install a known good sound card.
BIOS settings are set to
Disable the on-board audio device in
use the on-board sound
the BIOS settings.
device.
Check that the removable drives do
not contain media that is interfering
Media was left in a
with the boot process and ensure that
removable drive.
the boot order is configured
System attempts to boot to an correctly.
incorrect device. Check that the removable drives do
not contain media that is interfering
Boot order configured
with the boot process and ensure that
incorrectly.
the boot order is configured
correctly.
User can hear fans spinning, but POST procedure is not
Faulty cabling or damaged or mis-
the computer does not start, and executing.
seated CPU or other motherboard
there are no beeps from the
component needs to be replaced.
speaker.
Motherboard capacitors are Damage has occurred Replace the motherboard.
distended, swollen, emitting due to heat, ESP, power
residue, or bulging. surge, or spike.
Common Problems and Solutions for Power Supplies (4.2.2.4)
Table 4-4 lists common problems and solutions for power supplies.
Table 4-4 Common Problems and Solutions for Power Supplies

The computer will not turn on. The computer is not Plug the computer into a
plugged into the AC outlet. known good AC outlet.
Plug the computer into a
The AC outlet is faulty.
known good AC outlet.
Use a known good power
The power cord is faulty.
cord.
The power supply switch is Turn on the power supply
not turned on. switch.
The power supply switch is Set the power supply switch
set to the incorrect voltage. to the correct voltage setting.
The power button is not Correctly orient the power
connected correctly to the button to the front case panel
front panel connector. connector and reconnect.
The power supply has Install a known good power
failed. supply.
The computer reboots and turns off Replace the power supply.
The power supply is
unexpectedly; or there is smoke or the
starting to fail.
smell of burning electronics.
Common Problems and Solutions for CPUs and Memory (4.2.2.5)
Table 4-5 lists common problems and solutions for CPUs and memory.
Table 4-5 Common Problems and Solutions for CPUs and Memory
The CPU has overheated. Reinstall the CPU.
The CPU fan is failing. Replace the CPU fan.
Add fan(s) to the case.
The computer will not boot or it locks up.
The CPU has failed. Replace the CPU fan.
Replace the CPU.

The CPU fan is making an unusual noise. The CPU fan is failing. Replace the CPU fan.
Reset to the factory
default settings for the
The front-side bus is set too
motherboard.
high.
Lower the front-side bus
The computer reboots without warning,
settings.
locks up, or displays error messages.
The CPU multiplier is set Lower the multiplier
too high. settings.
The CPU voltage is set too Lower the CPU voltage
high. settings.
After upgrading from a single-core CPU
The BIOS does not Update the BIOS
to a dual-core CPU, the computer runs
recognize the dual-core firmware to support the
more slowly and shows only one CPU
CPU. dual-core CPU.
graph in the Task Manager.
Replace the CPU with a
A CPU does not install onto the The CPU is the incorrect
CPU that matches the
motherboard. type.
motherboard socket type.
The computer does not recognize the The new RAM is faulty. Replace the RAM.
RAM that was added. The incorrect type of RAM Install the correct type of
was installed. RAM.
The RAM that has been Install the correct type of
added is not the same type RAM.
of RAM that was already
installed.
The new RAM is loose in Secure the RAM in the
the memory slot. memory slot.
Install additional RAM.
After upgrading Windows, the computer have enough RAM.
runs very slowly. The video card does not Install a video card that
have enough memory. has more memory.
Common Problems and Solutions for Displays (4.2.2.6)
Table 4-6 lists common problems and solutions for displays
Table 4-6 Common Problems and Solutions for Displays

The video cable is loose or
Reconnect or replace the video cable.
damaged.
Display has power but no
The computer is not Use the Fn key along with the multi-
image on the screen.
sending a video signal to purpose key to toggle to the external
the external display. display.
Images on the screen are
Adjust the screen refresh rate.
not refreshing fast enough.
The display is flickering. The display inverter is
Disassemble the display unit and
damaged or
replace the inverter.
malfunctioning.
Check the repair manual for
The image on the display The LCD backlight is not instructions about calibrating the
looks dim. properly adjusted. LCD backlight. Adjust the LCD
backlight properly.
Pixels on the screen are dead Power to the pixels has
Contact the manufacturer.
or not generating color. been cut off.
The display is not properly Disassemble the display and check
The image on the screen connected. the connections.
appears to flash lines or Disassemble and clean the computer,
The GPU is overheating.
patterns of different color and checking for dust and debris.
size (artifacts). The GPU is faulty or
Replace the GPU.
malfunctioning.
The display is not properly Disassemble the display and check
connected. the connections.
Color patterns on a screen are Disassemble and clean the computer,
incorrect. checking for dust and debris.
The GPU is faulty or
Replace the GPU.
malfunctioning.
Display settings have been Restore the display settings to the
changed. original factory settings.
Disassemble the display to a point
The display is not properly
where you can check the display
Images on a display screen are connected.
connections.
distorted.
Disassemble and clean the computer,
checking for dust and debris.
The GPU is faulty or
Replace the GPU.
malfunctioning.
Power off the display and unplug it
from the power source for a few
The display has a “ghost” The display is experiencing hours.
image. burn-in. Use the degauss feature, if it is
available.
Replace the display.
The driver has become Update or reinstall the driver in safe
The images on the display corrupted. mode.
have distorted geometry. The display settings are Use the display’s settings to correct
incorrect. the geometry.
The monitor has oversized corrupted. mode.
images and icons. The display settings are Use the display’s settings to correct
incorrect. the geometry.
The fan has failed. Replace the fan.
The projector overheats and The vents are clogged. Clean the vents.
shuts down. The projector is in an Remove the enclosure or ensure
enclosure. proper ventilation.
Use the display control panel to
The settings for multiple
In a multiple-monitor setup, identify each display and set the
monitors are not correct.
the displays are not aligned or alignment and orientation.
are incorrectly oriented. The driver has become Update or reinstall the driver in safe
corrupted. mode.
The computer is in safe
Reboot the computer.
mode.
The display is in VGA mode.
corrupted. mode.
Apply Troubleshooting Process to Computer Components and Peripherals

(4.2.3)
Troubleshooting requires that you always have a plan of action. Asking the right questions,
narrowing down the cause, re-creating the problem, and attempting to fix the issue based on your
plan is a good process for both internal and peripheral components. Once you start
troubleshooting, write down each step you take for your future use and that of other technicians.
Personal Reference Tools (4.2.3.1)
Good customer service includes providing the customer with a detailed description of the
problem and the solution. It is important for a technician to document all services and repairs and
that this documentation be available to all other technicians. The documentation can then be used
as reference material for similar problems.
Personal reference tools include troubleshooting guides, manufacturer manuals, quick reference
guides, and repair journals. In addition to an invoice, a technician keeps a journal of upgrades
and repairs:
 Notes: Make notes as you go through the troubleshooting and repair process. Refer to
these notes to avoid repeating steps and to determine what needs to be done next.
 Journal: Include descriptions of the problem, possible solutions that have been tried to
correct the problem, and the steps taken to repair the problem. Note any configuration
changes made to the equipment and any replacement parts used in the repair. Your
journal, along with your notes, can be valuable when you encounter similar situations in
the future.
 History of repairs: Make a detailed list of problems and repairs, including the date,
replacement parts, and customer information. The history allows a technician to
determine what work has been performed on a specific computer in the past.
Internet Reference Tools (4.2.3.2)
The Internet is an excellent source of information about specific hardware problems and possible
solutions. Visit the following for helpful information:
 Internet search engines
 News groups
 Manufacturer FAQs
 Online computer manuals
 Online forums and chat
 Technical websites
CHECK YOUR UNDERSTANDING 4.2.3.3: REFERENCE TOOLS

Advanced Problems and Solutions for Hardware (4.2.3.4)
Table 4-7 lists advanced problems and solutions for hardware.
Table 4-7 Advanced Problems and Solutions for Hardware

The external RAID Check the power
controller is not receiving connection to the RAID
power. controller.
Reconfigure the BIOS
RAID cannot be found. The BIOS settings are
settings for the RAID
incorrect.
controller.
The RAID controller has Replace the RAID
failed. controller.
The external RAID Check the power
controller is not receiving connection to the RAID
RAID stops working. power. controller.
The RAID controller has Replace the RAID
failed. controller.
Install additional RAM.
have enough RAM.
The computer exhibits slow performance.
The computer is Clean the fans or install
overheating. additional fans.
The OS does not have the
Download the correct
correct drivers for the
drivers for the drive.
The computer does not recognize a removable external drive.
removable external drive. The USB port has too Attach external power to
many attached devices to the device or remove some
supply adequate power. of the USB devices.
Restore the original
firmware from the onboard
backup, if one is available.
The BIOS firmware If the motherboard has two
After updating the BIOS firmware, the
update did not install BIOS chips, the second
computer will not start.
correctly. BIOS chip can be used.
Contact the motherboard
manufacturer to obtain a
new BIOS chip.
The computer reboots without warning, RAM is failing. Test each RAM module to
locks up, or displays error messages or the determine if they are
operating correctly.
Reset to the factory default
The front-side bus is set settings of the
too high. motherboard.
BSOD. Lower the FSB settings.
Lower the multiplier
The CPU multiplier is set settings.
too high. Lower the CPU voltage
settings.
After upgrading from a single-core CPU to
The BIOS does not Update the BIOS firmware
a multi-core CPU, the computer runs more
recognize the multi-core to support the multi-core
slowly and shows only one CPU graph in
CPU. CPU.
Task Manager.
LAB 4.2.3.5: USE A MULTIMETER AND A POWER SUPPLY TESTER
In this lab, you will learn how to use and handle a multimeter and a power supply tester.
LAB 4.2.3.6: TROUBLESHOOT HARDWARE PROBLEMS
In this lab, you will diagnose the causes of various hardware problems and solve them.
6. Summary (4.3) | Next Section Previous Section
ITE 7.0 Chapter 4 Quiz Answers

1. Which task should be performed on a hard drive as part of a preventive
maintenance plan?
o Ensure the disk spins freely.
o Ensure cables are firmly connected.
o Blow out the inside of the drive with compressed air to remove dust.
o Clean the read and write heads with a cotton swab.
Answers Explanation & Hints:
Storage device problems are often related to loose or incorrect cable connections.
2. An employee mentions that opening a large document file is taking longer
than usual. The desktop support technician suspects that there might be a
fault in the hard disk. What should the technician do next?
o Perform the disk cleanup procedure.
o Replace the hard disk with a new one to pinpoint the exact problem.
o Back up the user data from the workstation.
o Contact a data recovery company for service.
Always perform a backup before beginning any troubleshooting.
3. What are two effects of not having a preventive maintenance plan for users
and organizations? (Choose two.)
o increased documentation needs
o increased management tasks
o increased repair costs
o increased number of regular updates
o increased downtime
Having a preventive maintenance plan in place can lead to improved reliability,

performance, and efficiency in the IT infrastructure. If a preventive maintenance
plan is not in place, it can often lead to issues that will cause infrastructure
downtime and significant repair costs. A preventive maintenance plan helps ensure
that these costly issues are handled before they become a problem.
4. A user has opened a ticket that indicates that the computer clock keeps
losing the correct time. What is the most likely cause of the problem?
o The CMOS battery is loose or failing.
o The operating system needs to be patched.
o The CPU needs to be overclocked.
o The motherboard clocking crystal is damaged.
The CMOS battery holds the saved system BIOS settings, including the correct
date and time. If the CMOS battery is dead or not connected properly, those
settings can be lost.
5. Which task should be part of a hardware maintenance routine?

o Update virus definition files.
o Check for and secure any loose cables.
o Review security updates.
o Adjust the monitor for optimum resolution.
o Remove dust from inside the hard drive.
Hardware maintenance tasks include these procedures:

• Remove dust from fan intakes;
• Remove dust from power supply;
• Remove dust from components found inside the computer;
• Clean mouse and keyboard;
• Check for and secure any loose cables.
Maintenance tasks like defragmenting a disk or scanning a hard drive for errors are
part of a software maintenance routine.
6. A scientific expedition team is using laptops for their work. The

temperatures where the scientists are working range from -13 degrees
Fahrenheit (-25 degree Celsius) to 80 degrees Fahrenheit (27 degrees
Celsius). The humidity level is around 40 percent. Noise levels are low, but
the terrain is rough and winds can reach 45 miles per hour (72 kilometers
per hour). When needed, the scientists stop walking and enter the data
using the laptop. Which condition is most likely to adversely affect a laptop
that is used in this environment?
o the rough terrain
o the wind
o the humidity
o the temperature
Even though laptops are normally manufactured to operate within a wide range of
temperatures, the lower temperature is below freezing and not an optimal
environment.
7. What is the most important reason for a company to ensure that computer
preventive maintenance is done?
o Preventive maintenance enables the IT manager to check on the location and state
of the computer assets.
o Preventive maintenance helps to protect the computer equipment against future
problems.
o Preventive maintenance provides an opportunity for junior technicians to obtain
more experience in a non-threatening or problem environment.
o Preventive maintenance allows the IT department to regularly monitor the
contents of user hard drives to ensure computer use policies are being followed.
Preventive maintenance includes tasks such as cleaning the device, which can
prolong the life of the device.
8. After a problem is identified, what is the next step for the troubleshooter?
o Implement a solution.
o Establish a theory of probable causes.
o Document the findings.
o Verify the solution.
o Determine the exact cause.
The steps of the troubleshooting process.

Step 1. Identify the problem.
Step 2. Establish a theory of probable cause.
Step 3. Test the theory to determine the cause.
Step 4. Establish a plan of action to resolve the problem and implement the
solution.
Step 5. Verify full system functionality and, if applicable, implement preventive
measures.
Step 6. Document findings, actions, and outcomes.
9. What task should be completed before escalating a problem to a higher-

level technician?
o Replace all hardware components with components that are known to work.
o Redo each test to ensure the accuracy of the results.
o Document each test that was tried.
o Ask the customer to open a new support request.
Before escalating a ticket, document each test that has been performed.
Information about the tests is vital if the problem needs to be escalated to another
technician.
10.A customer reports that recently several files cannot be accessed. The
service technician decides to check the hard disk status and the file system
structure. The technician asks the customer if a backup has been
performed on the disk and the customer replies that the backup was done
a week ago to a different logical partition on the disk. What should the
technician do before performing diagnostic procedures on the disk?
o Run the CHKDSK utility.
o Perform file restore from the existing backup copy at the logical partition.
o Install a new hard disk as the primary disk, then make the current disk a slave.
o Back up the user data to a removable drive.
Always perform a backup before beginning any troubleshooting. Even though the
data was backed up to a different partition, the data is still on the same hard drive.
If the drive crashes, the data might not be recoverable.
11.Which cleaning tool should be used to remove dust from components

inside a computer case?
o cotton swabs
o duster
o damp cloth
o compressed air
To remove dust inside a computer, use a can of compressed air.
12.Which step in the troubleshooting process is important to help avoid

repeating repair processes that were performed previously?
o implementation of the solution
o identification of the problem
o documentation of the problem and its solution
o preparation of a plan of action
13.What is a symptom of a failing power supply?
o The computer sometimes does not turn on.
o The display has only a blinking cursor.
o The power cord will not attach properly to either the power supply or wall outlet
or both.
o The computer displays a POST error code.
A failing power supply could also cause a computer to reboot unexpectedly. If the
power cord does not attach properly, then it is likely that the wrong type of power
cord is being used.
14.Which procedure is recommended when cleaning inside a computer?

o Invert the can of compressed air while spraying.
o Hold the CPU fan to prevent it from spinning and blow it with compressed air.
o Remove the CPU before cleaning.
o Clean the hard drive heads with a cotton swab.
Hold the fan blades in place when you clean the inside of the computer with
compressed air to prevent over-spinning the rotor or moving the fan in the wrong
direction.
ITE 7.0 Chapter 4 Quiz Answers

1. Which task should be performed on a hard drive as part of a preventive
maintenance plan?
o Ensure the disk spins freely.
o Ensure cables are firmly connected.
o Blow out the inside of the drive with compressed air to remove dust.
o Clean the read and write heads with a cotton swab.
Storage device problems are often related to loose or incorrect cable connections.
2. An employee mentions that opening a large document file is taking longer

than usual. The desktop support technician suspects that there might be a
fault in the hard disk. What should the technician do next?
o Perform the disk cleanup procedure.
o Replace the hard disk with a new one to pinpoint the exact problem.
o Back up the user data from the workstation.
o Contact a data recovery company for service.
Always perform a backup before beginning any troubleshooting.
3. What are two effects of not having a preventive maintenance plan for users
and organizations? (Choose two.)
o increased documentation needs
o increased management tasks
o increased repair costs
o increased number of regular updates
o increased downtime

Having a preventive maintenance plan in place can lead to improved reliability,
performance, and efficiency in the IT infrastructure. If a preventive maintenance
plan is not in place, it can often lead to issues that will cause infrastructure
downtime and significant repair costs. A preventive maintenance plan helps ensure
that these costly issues are handled before they become a problem.
4. A user has opened a ticket that indicates that the computer clock keeps
losing the correct time. What is the most likely cause of the problem?
o The CMOS battery is loose or failing.
o The operating system needs to be patched.
o The CPU needs to be overclocked.
o The motherboard clocking crystal is damaged.
The CMOS battery holds the saved system BIOS settings, including the correct
date and time. If the CMOS battery is dead or not connected properly, those
settings can be lost.
5. Which task should be part of a hardware maintenance routine?

o Update virus definition files.
o Check for and secure any loose cables.
o Review security updates.
o Adjust the monitor for optimum resolution.
o Remove dust from inside the hard drive.
Hardware maintenance tasks include these procedures:

• Remove dust from fan intakes;
• Remove dust from power supply;
• Remove dust from components found inside the computer;
• Clean mouse and keyboard;
• Check for and secure any loose cables.
Maintenance tasks like defragmenting a disk or scanning a hard drive for errors are
part of a software maintenance routine.
6. A scientific expedition team is using laptops for their work. The

temperatures where the scientists are working range from -13 degrees
Fahrenheit (-25 degree Celsius) to 80 degrees Fahrenheit (27 degrees
Celsius). The humidity level is around 40 percent. Noise levels are low, but
the terrain is rough and winds can reach 45 miles per hour (72 kilometers
per hour). When needed, the scientists stop walking and enter the data
using the laptop. Which condition is most likely to adversely affect a laptop
that is used in this environment?
o the rough terrain
o the wind
o the humidity
o the temperature
Even though laptops are normally manufactured to operate within a wide range of
temperatures, the lower temperature is below freezing and not an optimal
environment.
7. What is the most important reason for a company to ensure that computer
preventive maintenance is done?
o Preventive maintenance enables the IT manager to check on the location and state
of the computer assets.
o Preventive maintenance helps to protect the computer equipment against future
problems.
o Preventive maintenance provides an opportunity for junior technicians to obtain
more experience in a non-threatening or problem environment.
o Preventive maintenance allows the IT department to regularly monitor the
contents of user hard drives to ensure computer use policies are being followed.
Preventive maintenance includes tasks such as cleaning the device, which can
prolong the life of the device.
o Establish a theory of probable causes.
o Verify the solution.
o Determine the exact cause.
The steps of the troubleshooting process.

Step 4. Establish a plan of action to resolve the problem and implement the
solution.
Step 5. Verify full system functionality and, if applicable, implement preventive
measures.
9. What task should be completed before escalating a problem to a higher-

level technician?
o Replace all hardware components with components that are known to work.
o Redo each test to ensure the accuracy of the results.
o Document each test that was tried.
o Ask the customer to open a new support request.
Before escalating a ticket, document each test that has been performed.
Information about the tests is vital if the problem needs to be escalated to another
technician.
10.A customer reports that recently several files cannot be accessed. The
service technician decides to check the hard disk status and the file system
structure. The technician asks the customer if a backup has been
performed on the disk and the customer replies that the backup was done
a week ago to a different logical partition on the disk. What should the
o Run the CHKDSK utility.
o Perform file restore from the existing backup copy at the logical partition.
o Install a new hard disk as the primary disk, then make the current disk a slave.
o Back up the user data to a removable drive.
Always perform a backup before beginning any troubleshooting. Even though the
data was backed up to a different partition, the data is still on the same hard drive.
If the drive crashes, the data might not be recoverable.
11.Which cleaning tool should be used to remove dust from components

inside a computer case?
o cotton swabs
o duster
o damp cloth
o compressed air

To remove dust inside a computer, use a can of compressed air.
12.Which step in the troubleshooting process is important to help avoid

repeating repair processes that were performed previously?
o implementation of the solution
o identification of the problem
o documentation of the problem and its solution
o preparation of a plan of action
13.What is a symptom of a failing power supply?
o The computer sometimes does not turn on.
o The display has only a blinking cursor.
o The power cord will not attach properly to either the power supply or wall outlet
or both.
o The computer displays a POST error code.
A failing power supply could also cause a computer to reboot unexpectedly. If the
power cord does not attach properly, then it is likely that the wrong type of power
cord is being used.
14.Which procedure is recommended when cleaning inside a computer?

o Invert the can of compressed air while spraying.
o Hold the CPU fan to prevent it from spinning and blow it with compressed air.
o Remove the CPU before cleaning.
o Clean the hard drive heads with a cotton swab.
Hold the fan blades in place when you clean the inside of the computer with
compressed air to prevent over-spinning the rotor or moving the fan in the wrong
direction.
IT Essentials (Version 7.0) Chapter 4 Exam Answers
admin Send an email Mar 2, 2020

0
1. What are two effects of not having a preventive maintenance plan for users and
organizations? (Choose two.)
 increased number of regular updates

 increased downtime*
 increased repair costs*
 increased documentation needs
 increased management tasks
Explanation:Having a preventive maintenance plan in place can lead to improved reliability,

performance, and efficiency in the IT infrastructure. If a preventive maintenance plan is not in place, it
can often lead to issues that will cause infrastructure downtime and significant repair costs. A preventive
maintenance plan helps ensure that these costly issues are handled before they become a problem.
2. What is the most important reason for a company to ensure that computer preventive
maintenance is done?
 Preventive maintenance provides an opportunity for junior technicians to obtain more

experience in a non-threatening or problem environment.
 Preventive maintenance enables the IT manager to check on the location and state of the
computer assets.
 Preventive maintenance helps to protect the computer equipment against future problems.*
 Preventive maintenance allows the IT department to regularly monitor the contents of user hard
drives to ensure computer use policies are being followed.
Explanation:Preventive maintenance includes tasks such as cleaning the device, which can prolong the
life of the device.
3. A customer reports that recently several files cannot be accessed. The service technician
decides to check the hard disk status and the file system structure. The technician asks the
customer if a backup has been performed on the disk and the customer replies that the
backup was done a week ago to a different logical partition on the disk. What should the
 Install a new hard disk as the primary disk, then make the current disk a slave.
 Run the CHKDSK utility.
 Back up the user data to a removable drive.*
 Perform file restore from the existing backup copy at the logical partition.
Explanation:Always perform a backup before beginning any troubleshooting. Even though the data was
backed up to a different partition, the data is still on the same hard drive. If the drive crashes, the data
might not be recoverable.
 Verify the solution.
 Document the findings.
 Implement a solution.
 Establish a theory of probable causes.*
 Determine the exact cause.
Explanation:The steps of the troubleshooting process.

Step 4. Establish a plan of action to resolve the problem and implement the solution.
Step 5. Verify full system functionality and, if applicable, implement preventive measures.
5. Which step in the troubleshooting process is important to help avoid repeating repair
processes that were performed previously?
 implementation of the solution

 documentation of the problem and its solution*
 preparation of a plan of action
 identification of the problem
6. A web designer installed the latest video editing software and now notices that when the
application loads, it responds slowly. Also the hard disk LED is constantly flashing when
the application is in use. What is a solution to solve the performance problem?
 replacing the hard disk with a faster model

 upgrading to a faster CPU
 replacing the video card with a model that has a DVI output
 adding more RAM*
Explanation: RAM problems are often caused by faulty RAM modules, loosely seated modules, an
inadequate amount of RAM, and compatibility issues. When there is not enough RAM in the computer,
data needs to be swapped often between the RAM and the hard disk (indicated by hard disk LED
constantly flashing), which significantly slows down data access speeds.
7. An employee reports that each time a workstation is started it locks up after about 5
minutes of use. What is the most likely cause of the problem?
 The hard disk is failing.

 The RAM is malfunctioning.
 The CPU is overheating.*
 The power supply fails to provide adequate voltage and current.
Explanation: Processor problems are often caused by faulty installations, incorrect CMOS setup,
inadequate cooling and ventilation, and BIOS compatibility issues.
8. A technician is troubleshooting a 4-year-old computer that takes a long time to boot, and
identifies that the BIOS rediscovers all the hardware at every boot. What action would fix
this problem?
 Replace the CMOS battery.*

 Launch Device Manager to discover new hardware.
 Reset the BIOS using the CMOS jumper.
 Start the computer with the last known good configuration.
Explanation: The CMOS battery helps the BIOS to keep the discovered hardware as non-volatile
information. The Device Manager will discover new hardware in the operating system. Resetting the
BIOS using the CMOS jumper will erase the stored information about the hardware found. The last
known good configuration is used to restore the operating system to the last working state.
9. A user has noticed that the hard drive LED on the front of the computer has stopped
working. However, the computer seems to be functioning normally. What is the most likely
cause of the problem?
 The hard drive data cable is malfunctioning.

 The motherboard BIOS needs to be updated.
 The hard drive LED cable has come loose from the motherboard.*
 The power supply is not providing enough voltage to the motherboard.
Explanation: Each light on the front of the case is powered by the motherboard through a cable that
attaches somewhere on the board. If this cable comes loose, a particular light on the front of the case
will not work.
10. During the troubleshooting of a PC that will not boot, it is suspected that the problem is
with the RAM modules. The RAM modules are removed and put into another PC, which
successfully powers on. The RAM modules are then put back into the original PC and it
now successfully powers on as well. What was the most likely cause of the problem?
 The RAM modules have bad blocks.

 The RAM modules were not seated firmly.*
 The RAM modules did not match the PC specs.
 The RAM modules were inserted backwards into the DIMM slots.
Explanation: If RAM is not seated firmly in the motherboard DIMM slots, it will not function properly.
RAM cannot be inserted backwards into a DIMM slot because both the RAM chip and the slot are keyed
so they only fit one way.
11. What component is most suspect if a burning electronics smell is evident?

 CPU
 hard drive
 RAM module
 power supply*
Explanation: A burning electronics smell is often detected when a power supply is overloaded and
damaged.
12. When troubleshooting a computer, where can a technician find updated information
about errors caused by the system, the user, or the software?
 Event Viewer*
 Device Manager
 the BIOS
 vendor diagnostic tools
Explanation: Information about errors caused by the system, user, or software can be found in Event
Viewer. Event Viewer is an application that records detailed information about problems including:What
problem occurred and the date and time of the occurrence. The severity and source of the problem. An
event ID assigned to the problem. The user who was logged in when the problem occurred.
13. During what step in the troubleshooting process does the technician demonstrate to the
customer how the solution corrected the problem?
 Verify full system functionality.

 Establish a plan of action to resolve the problem.
 Document the findings, actions, and outcomes.*
 Establish a theory of probable cause.
Explanation: Once all repairs have been made, the last step of the troubleshooting process is to verify to
the customer the problem and the solutions and demonstrate how the solution corrected the problem.
14. If a technician is unable to create a backup of data on a customer computer, what three
pieces of information should the technician include on the liability release form signed by
the customer before beginning work? (Choose three.)
 a description of the problem

 the steps required to resolve the problem
 permission to work on the computer without a current backup available*
 a release from liability if data is lost or corrupted*
 the components used in the repair
 a description of the work to be performed*
Explanation: If there is not a current backup of the data and the technician is not able to create one,
then a liability release form signed by the customer should contain 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
15. What should a technician do before beginning any troubleshooting steps on a customer
computer?
 Perform a data backup.*

 Document the findings.
 Identify the problem.
 Establish a plan of action.
Explanation: Because a technician could be held liable for any data loss as a result of working on a
customer computer, a backup should be performed before beginning any troubleshooting.
16. After consulting the manufacturer manuals, a technician applies a series of

recommended solutions that resolve a problem with a workstation computer. What is the
next step in the troubleshooting process that the technician should perform?
 Verify the solution and confirm full system functionality.*

 Document the findings, actions, and outcomes.
 Test the theory of probable cause.
 Determine the next steps to resolve the problem.
Explanation: After the recommended solutions have been applied to resolve the problem, full system
functionality should be verified and preventive measures implemented if applicable. This would be
followed by documenting the solution and actions. Determining the next steps to resolve the problem
and testing the theory of probable cause have already been completed in this scenario.
17. A customer asks for a solution to a printer problem that is beyond the knowledge level
of the technician. What should the technician do?
 Try to fix the problem anyway.

 Tell the customer to call the printer manufacturer to fix the problem.
 Gather as much information as possible and escalate the problem.*
 Ask the customer to call again when another technician can provide a solution to the problem.
Explanation: Trying to fix a problem that is beyond the knowledge level of the technician may create
additional problems.
18. A computer technician performed a number of actions to correct a problem. Some

actions did not solve the problem, but eventually a solution was found. What should be
documented?
 everything that was done to try to solve the problem*

 only the solution, because this solved the problem
 only the failed attempts, so that future technicians will know what not to try
 a description of the problem and solution
Explanation: Everything that was done to solve a problem should be documented, including failed
attempts and the eventual solution. A description of the problem would have been previously
documented.
19. A specific computer has an issue that could not be resolved by the help desk technician.
The on-site technician finds that Windows updates have been disabled. The technician re-
enables the update service, configures the computer for automatic updates, downloads and
installs all missing updates, ensures the computer boots successfully, and verifies with the
customer that the issue has been resolved. Which step, if any, is next?
 Document the findings, actions, and outcomes.*

 No further action is needed.
 Establish a plan of action to resolve the problem and implement the solution.
 Verify full system functionality and, if applicable, implement preventive measures.
 Test the theory to determine the cause.
Explanation: No technical job is finished until the documentation is complete.
20. A helpdesk technician takes a call, “Good morning, this is the helpdesk. My name is
Greg. How may I help you today?” The frantic caller states, “My computer will not turn on
and I have a presentation in 15 minutes.” The technician responds, “Now calm down and
let us see what we can do.” The technician then proceeds to lead the caller through the
process of checking power cables and power lights. Which troubleshooting step is being
used at this point?
 Identify the problem.*

 Establish a theory of probable cause.
 Establish a plan of action to resolve the problem.
 Implement a solution.
Explanation: By leading the caller through the a series of steps the technician is attempting to identify
what the caller means by saying that “the computer will not turn on.” Once the problem is identified,
then a probable cause can be established and a solution developed and implemented.
21. What is the purpose of documenting the information that is obtained from the customer
in the work order?
 to create a centralized database of possible problems

 to use the information for marketing purposes
 to keep track of parts that are ordered
 to use the information to aid in solving the problem*
Explanation: It is always important to document the information that is obtained from the customer in
the work order and repair journal. This information can assist in solving the problem. The information
can also be useful if another technician is assigned to the case or for future problems.
22. What is the next step after a possible solution is implemented during a troubleshooting
process?
 Test another possible solution.

 Identify other possible causes for the problem.
 Document the cause and the solution for the problem.
 Verify the full system functionality and apply maintenance procedures. *
Explanation: After the repairs have been completed, continue the troubleshooting process by verifying
full system functionality and implementing any needed preventive measures.
23. An employee reports that the output of a workstation display is distorted. The
technician checks the manufacturer website and downloads the latest version of the video
driver. After the video driver is installed, what should the technician do next?
 Schedule the next system checkup with the employee.

 Log the previous and current version numbers of the video driver.
 Move the display card to another slot to see if the video performs better.
 Open a video editing application to verify the video performance.*
full system functionality.
24. Which two types of data should be backed up before troubleshooting a computer for a
customer? (Choose two.) (Choose two.)
 BIOS system file

 driver files for the hard disk
 Internet Explorer favorites files*
 Windows operating system files
 documents that are created by the customer *
Explanation: Only customer created data is necessary for backup as a precaution to the troubleshooting
process.
25. In which step of the troubleshooting process would a technician have to do more
research on the Internet or within the computer manual in order to solve a problem?
 Test the theory to determine the cause.

 Document findings, actions, and outcomes.
 Establish a plan of action to resolve the problem and implement the solution.*
 Identify the problem.
Explanation: Once the cause of the problem is determined, a technician should research possible
solutions, sometimes by visiting various web sites and consulting with manuals.
26. What are three benefits of computer preventive maintenance? (Choose three.)
 elimination of the need for repairs

 improvement in data protection*
 extension of the life of components*
 reduction in the number of equipment failures*
 time savings for technicians making repairs
 improvement in RAM access time
Explanation: Preventive maintenance can reduce the need for future repairs, but cannot eliminate them
entirely. Preventive maintenance does not affect a technician making repairs. Preventive maintenance
has no effect on RAM access time. The remaining options are all benefits of performing preventive
maintenance.
27. What is the best way to determine if a CPU fan is spinning properly?
 Spin the blades of the fan quickly with a finger.

 Spray compressed air on the fan to make the blades spin.
 Visually inspect the fan when the power is on to ensure it is spinning.*
 Listen for the sound of the fan spinning when the power is on.
Explanation: Spinning the fan blades with the power off, especially by using compressed air, can damage
the fan. The best way to ensure the fan is working is to visually inspect it with the power on.
28. A technician is performing hardware maintenance of PCs at a construction site. What

task should the technician perform as part of a preventive maintenance plan?
 Remove dust from intake fans.*

 Back up the data, reformat the hard drive, and reinstall the data.
 Develop and install forensic tracking software.
 Perform an audit of all software that is installed.
Explanation: Construction sites are normally very dusty environments. The accumulation of dust in a PC
can lead to failure of various components. There is a high risk of overheating due to cooling fans failing
because of excessive dust buildup. The technician should ensure that all dust is removed from the intake
fans as part of the maintenance process.
29. What is a primary benefit of preventive maintenance on a PC?
 It extends the life of the components.*

 It enhances the troubleshooting processes.
 It simplifies PC use for the end user.
 It assists the user in software development.
Explanation: Preventive maintenance helps reduce software and hardware problems by preventing
undue wear on components, thereby extending the life of the components. It also assists in identifying
failed components that require replacement, such as cooling fans.
30. An employee reports that the antivirus software cannot obtain updates. The support
technician notices that the license for the software has expired. The technician adds a new
license to the software and completes the update service. What should the technician do
next?
 Record the new license number in the log.

 Download advanced antivirus software from another vendor.
 Run a full virus scan on the computer.*
 Review the Event Viewer for the date and time that the last software update was performed.
full system functionality and implementing any needed preventive measures.
ITE v7.0 – IT Essentials (Version 7.0) – IT Essentials 7.0

Chapter 4 Exam Answers
1. A web designer installed the latest video editing software and now notices
that when the application loads, it responds slowly. Also the hard disk
LED is constantly flashing when the application is in use. What is a
solution to solve the performance problem?
o adding more RAM
o upgrading to a faster CPU
o replacing the video card with a model that has a DVI output
o replacing the hard disk with a faster model
Explanation:
RAM problems are often caused by faulty RAM modules, loosely seated modules,
an inadequate amount of RAM, and compatibility issues. When there is not
enough RAM in the computer, data needs to be swapped often between the RAM
and the hard disk (indicated by hard disk LED constantly flashing), which
significantly slows down data access speeds.
2. An employee reports that each time a workstation is started it locks up

after about 5 minutes of use. What is the most likely cause of the problem?
o The hard disk is failing.
o The RAM is malfunctioning.
o The CPU is overheating.
o The power supply fails to provide adequate voltage and current.
Explanation:
Processor problems are often caused by faulty installations, incorrect CMOS

setup, inadequate cooling and ventilation, and BIOS compatibility issues.
3. A technician is troubleshooting a 4-year-old computer that takes a long

time to boot, and identifies that the BIOS rediscovers all the hardware at
every boot. What action would fix this problem?
o Replace the CMOS battery.
o Launch Device Manager to discover new hardware.
o Reset the BIOS using the CMOS jumper.
o Start the computer with the last known good configuration.
Explanation:
The CMOS battery helps the BIOS to keep the discovered hardware as non-
volatile information. The Device Manager will discover new hardware in the
operating system. Resetting the BIOS using the CMOS jumper will erase the
stored information about the hardware found. The last known good configuration
is used to restore the operating system to the last working state.
4. A user has noticed that the hard drive LED on the front of the computer
has stopped working. However, the computer seems to be functioning
normally. What is the most likely cause of the problem?
o The hard drive data cable is malfunctioning.
o The motherboard BIOS needs to be updated.
o The hard drive LED cable has come loose from the motherboard.
o The power supply is not providing enough voltage to the motherboard.
Explanation:
Each light on the front of the case is powered by the motherboard through a cable
that attaches somewhere on the board. If this cable comes loose, a particular light
on the front of the case will not work.
5. During the troubleshooting of a PC that will not boot, it is suspected that

the problem is with the RAM modules. The RAM modules are removed
and put into another PC, which successfully powers on. The RAM modules
are then put back into the original PC and it now successfully powers on as
well. What was the most likely cause of the problem?
o The RAM modules have bad blocks.
o The RAM modules were not seated firmly.
o The RAM modules did not match the PC specs.
o The RAM modules were inserted backwards into the DIMM slots.
Explanation:
If RAM is not seated firmly in the motherboard DIMM slots, it will not function
properly. RAM cannot be inserted backwards into a DIMM slot because both the
RAM chip and the slot are keyed so they only fit one way.
6. What component is most suspect if a burning electronics smell is evident?

o CPU
o hard drive
o RAM module
o power supply
Explanation:
A burning electronics smell is often detected when a power supply is overloaded

and damaged.
7. When troubleshooting a computer, where can a technician find updated

information about errors caused by the system, the user, or the software?
o Event Viewer
o Device Manager
o the BIOS
o vendor diagnostic tools
Explanation:
Information about errors caused by the system, user, or software can be found in
Event Viewer. Event Viewer is an application that records detailed information
about problems including:What problem occurred and the date and time of the
occurrence.
The severity and source of the problem.
An event ID assigned to the problem.
The user who was logged in when the problem occurred.
8. During what step in the troubleshooting process does the technician

demonstrate to the customer how the solution corrected the problem?
o Verify full system functionality.
o Establish a plan of action to resolve the problem.
o Document the findings, actions, and outcomes.
o Establish a theory of probable cause.
Explanation:
Once all repairs have been made, the last step of the troubleshooting process is to
verify to the customer the problem and the solutions and demonstrate how the
solution corrected the problem.
9. If a technician is unable to create a backup of data on a customer

computer, what three pieces of information should the technician include
on the liability release form signed by the customer before beginning
work? (Choose three.)
o a description of the problem
o the steps required to resolve the problem
o permission to work on the computer without a current backup available
o a release from liability if data is lost or corrupted
o the components used in the repair
o a description of the work to be performed
Explanation:
If there is not a current backup of the data and the technician is not able to create
one, then a liability release form signed by the customer should contain 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
10.What should a technician do before beginning any troubleshooting steps

on a customer computer?
o Perform a data backup.
o Identify the problem.
o Establish a plan of action.
Explanation:
Because a technician could be held liable for any data loss as a result of working
on a customer computer, a backup should be performed before beginning any
troubleshooting.
11.After consulting the manufacturer manuals, a technician applies a series of

recommended solutions that resolve a problem with a workstation
computer. What is the next step in the troubleshooting process that the
technician should perform?
o Verify the solution and confirm full system functionality.
o Test the theory of probable cause.
o Determine the next steps to resolve the problem.
Explanation:
After the recommended solutions have been applied to resolve the problem, full
system functionality should be verified and preventive measures implemented if
applicable. This would be followed by documenting the solution and actions.
Determining the next steps to resolve the problem and testing the theory of
probable cause have already been completed in this scenario.
12.A customer asks for a solution to a printer problem that is beyond the
knowledge level of the technician. What should the technician do?
o Try to fix the problem anyway.
o Tell the customer to call the printer manufacturer to fix the problem.
o Gather as much information as possible and escalate the problem.
o Ask the customer to call again when another technician can provide a solution to
the problem.
Explanation:
Trying to fix a problem that is beyond the knowledge level of the technician may
create additional problems.
13.A computer technician performed a number of actions to correct a

problem. Some actions did not solve the problem, but eventually a solution
was found. What should be documented?
o everything that was done to try to solve the problem
o only the solution, because this solved the problem
o only the failed attempts, so that future technicians will know what not to try
o a description of the problem and solution
Explanation:
Everything that was done to solve a problem should be documented, including

failed attempts and the eventual solution. A description of the problem would have
been previously documented.
14.A specific computer has an issue that could not be resolved by the help
desk technician. The on-site technician finds that Windows updates have
been disabled. The technician re-enables the update service, configures the
computer for automatic updates, downloads and installs all missing
updates, ensures the computer boots successfully, and verifies with the
customer that the issue has been resolved. Which step, if any, is next?
o No further action is needed.
o Establish a plan of action to resolve the problem and implement the solution.
o Verify full system functionality and, if applicable, implement preventive
measures.
o Test the theory to determine the cause.
Explanation:
No technical job is finished until the documentation is complete.
15.A helpdesk technician takes a call, “Good morning, this is the helpdesk.
My name is Greg. How may I help you today?” The frantic caller states,
“My computer will not turn on and I have a presentation in 15 minutes.”
The technician responds, “Now calm down and let us see what we can do.”
The technician then proceeds to lead the caller through the process of
checking power cables and power lights. Which troubleshooting step is
being used at this point?
o Establish a theory of probable cause.
o Establish a plan of action to resolve the problem.
measures.
Explanation:
By leading the caller through the a series of steps the technician is attempting to
identify what the caller means by saying that “the computer will not turn on.”
Once the problem is identified, then a probable cause can be established and a
solution developed and implemented.
16.What is the purpose of documenting the information that is obtained from

the customer in the work order?
o to keep track of parts that are ordered
o to use the information for marketing purposes
o to use the information to aid in solving the problem
o to create a centralized database of possible problems
Explanation:
It is always important to document the information that is obtained from the

customer in the work order and repair journal. This information can assist in
solving the problem. The information can also be useful if another technician is
assigned to the case or for future problems.
17.What is the next step after a possible solution is implemented during a

troubleshooting process?
o Test another possible solution.
o Identify other possible causes for the problem.
o Document the cause and the solution for the problem.
o Verify the full system functionality and apply maintenance procedures.
Explanation:
After the repairs have been completed, continue the troubleshooting process by
verifying full system functionality and implementing any needed preventive
measures.
18.An employee reports that the output of a workstation display is distorted.

The technician checks the manufacturer website and downloads the latest
version of the video driver. After the video driver is installed, what should
the technician do next?
o Schedule the next system checkup with the employee.
o Log the previous and current version numbers of the video driver.
o Move the display card to another slot to see if the video performs better.
o Open a video editing application to verify the video performance.
Explanation:
verifying full system functionality.
19.Which two types of data should be backed up before troubleshooting a

computer for a customer? (Choose two.)
o BIOS system file
o driver files for the hard disk
o Internet Explorer favorites files
o Windows operating system files
o documents that are created by the customer
Explanation:
Only customer created data is necessary for backup as a precaution to the
troubleshooting process.
20.In which step of the troubleshooting process would a technician have to do

more research on the Internet or within the computer manual in order to
solve a problem?
o Test the theory to determine the cause.
o Document findings, actions, and outcomes.
o Establish a plan of action to resolve the problem and implement the solution.
measures.
Explanation:
Once the cause of the problem is determined, a technician should research possible
solutions, sometimes by visiting various web sites and consulting with manuals.
21.What are three benefits of computer preventive maintenance? (Choose

three.)
o elimination of the need for repairs
o improvement in data protection
o extension of the life of components
o reduction in the number of equipment failures
o time savings for technicians making repairs
o improvement in RAM access time
Explanation:
Preventive maintenance can reduce the need for future repairs, but cannot
eliminate them entirely. Preventive maintenance does not affect a technician
making repairs. Preventive maintenance has no effect on RAM access time. The
remaining options are all benefits of performing preventive maintenance.
22.What is the best way to determine if a CPU fan is spinning properly?

o Spin the blades of the fan quickly with a finger.
o Spray compressed air on the fan to make the blades spin.
o Visually inspect the fan when the power is on to ensure it is spinning.
o Listen for the sound of the fan spinning when the power is on.
Explanation:
Spinning the fan blades with the power off, especially by using compressed air,
can damage the fan. The best way to ensure the fan is working is to visually
inspect it with the power on.
23.A technician is performing hardware maintenance of PCs at a construction

site. What task should the technician perform as part of a preventive
maintenance plan?
o Remove dust from intake fans.
o Back up the data, reformat the hard drive, and reinstall the data.
o Develop and install forensic tracking software.
o Perform an audit of all software that is installed.
Explanation:
Construction sites are normally very dusty environments. The accumulation of

dust in a PC can lead to failure of various components. There is a high risk of
overheating due to cooling fans failing because of excessive dust buildup. The
technician should ensure that all dust is removed from the intake fans as part of the
maintenance process.
24.What is a primary benefit of preventive maintenance on a PC?

o It extends the life of the components.
o It enhances the troubleshooting processes.
o It simplifies PC use for the end user.
o It assists the user in software development.
Explanation:
Preventive maintenance helps reduce software and hardware problems by

preventing undue wear on components, thereby extending the life of the
components. It also assists in identifying failed components that require
replacement, such as cooling fans.
25.An employee reports that the antivirus software cannot obtain updates.
The support technician notices that the license for the software has
expired. The technician adds a new license to the software and completes
the update service. What should the technician do next?
o Record the new license number in the log.
o Download advanced antivirus software from another vendor.
o Run a full virus scan on the computer.
o Review the Event Viewer for the date and time that the last software update was
performed.
Explanation:
verifying full system functionality and implementing any needed preventive
measures.

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9 Types of Maintenance: From Preventive Maintenance to

Corrective Maintenance and Everything in Between

When to use condition-based maintenance. And how to use it.

What are the Types of Maintenance?

 Time Based Maintenance (TBM)

Corrective Maintenance (CM)

 Deferred Corrective Maintenance

 Time Based Maintenance (TBM)

Time-Based Maintenance (TBM)

Failure Finding Maintenance (FFM)

Risk Based Maintenance (RBM)

Condition Based Maintenance (CBM)

Predictive Maintenance (PDM)

Corrective Maintenance (CM)

Deferred Corrective Maintenance

 Deferred Corrective Maintenance

Emergency Maintenance (EM)

How much Emergency Maintenance do you have?

Types of Maintenance: A Comparison Chart

 the different types of maintenance;

Which type of maintenance is most expensive?

Types of Maintenance PDF

So what is breakdown maintenance?

What is the difference between preventive maintenance and predictive

Are Planned Maintenance and Preventive Maintenance the Same?

And what about Autonomous Maintenance?

Which type of maintenance is most expensive?

Why is Preventive Maintenance better than Breakdown

Which is better, Preventive Maintenance or Predictive Maintenance?

Preventive Maintenance and Troubleshooting

 By Cisco Networking Academy.

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IT Essentials Companion Guide v7

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Troubleshooting Process (4.2)

Troubleshooting Process Steps (4.2.1)

Introduction to Troubleshooting (4.2.1.1)

 Date of the last backup

 Contents of the backup

 Data integrity of the backup

 Availability of all backup media for a data restore

 Permission to work on the computer without having a current backup available

 Release from liability if data is lost or corrupted

 Description of the work to be performed

Troubleshooting Process Steps (4.2.1.2)

The troubleshooting process steps are as follows:

 Step 1. Identify the problem.

 Step 2. Establish a theory of probable cause.

 Step 3. Test the theory to determine the cause.

 Step 5. Verify full system functionality and, if applicable, implement preventive

 Step 6. Document findings, actions, and outcomes.

Identify the Problem (4.2.1.3)

When you are talking to a customer, follow these guidelines:

 Ask direct questions to gather information.

 Do not use industry jargon.

 Do not talk down to the customer.

 Do not insult the customer.

 Do not accuse the customer of causing the problem.