Instructor Materials Chapter 4: Overview of Preventive Maintenance

Instructor Materials
Chapter 4: Overview of
Preventive Maintenance
IT Essentials v6.0
Presentation_ID
2008 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
Chapter 4:
Overview of Preventive
Maintenance
IT Essentials v6.0
Presentation_ID
Cisco Confidential
10
Chapter 4 - Sections & Objectives

4.1 Preventive Maintenance
Explain why preventive maintenance must be performed on personal
computers.
4.2 Troubleshooting Process

Explain how to troubleshoot computer problems.
4.3 Chapter Summary
Presentation_ID
Cisco Confidential
11
4.1 Preventive
Maintenance
Presentation_ID
Cisco Confidential
12
PC Preventive Maintenance Overview

Benefits of Preventive Maintenance
Reduces potential hardware and software

problems, computer downtime and repair costs by:
Improving data protection
Extending the life of the components
Improving equipment stability
Preventive Maintenance Tasks
Hardware tasks include:

remove dust from fans, power supply, internal
components and peripherals, clean the mouse,
keyboard, and display, check for and secure any
loose cables.
Software tasks include:

review and install appropriate OS, security and
driver updates, regularly update virus definition
files, regularly scan for virus and spyware,
remove unwanted programs, regularly scan
hard drive for errors.
Presentation_ID
Cisco Confidential
13
PC Preventive Maintenance Overview (Cont.)

Clean the Case and Internal Components
Dust or dirt can accumulate inside the computer.
Accumulated dirt and dust block airflow inside the

case.
Use a low-air-flow ESD vacuum cleaner
Make sure to keep the following internal

components clean: Heat sink and fan assembly,
RAM, adapter cards, motherboard, fans, power
supply and internal drives.
Inspect Internal Components
Examine the computer on a regular schedule.
The main components to inspect are: CPU heat

sink and fan assembly, RAM, storage devices,
adapter cards, screws, cables, power devices,
keyboard and mouse.
Presentation_ID
Cisco Confidential
14
PC Preventive Maintenance Overview (Cont.)

Environmental Concerns
Computers should not be operated in harsh

environmental conditions.
Due to their mobile nature, laptops are subject to

various environmental conditions.
Guidelines to help ensure optimal computer

operating performance include:
Do not obstruct vents or airflow to the internal

components.
Keep the room temperature between 45 to 90

degrees Fahrenheit (7 to 32 degrees Celsius).
Keep the humidity level between 10 and 80 percent.
Presentation_ID
Cisco Confidential
15
4.2 Troubleshooting Process
Presentation_ID
Cisco Confidential
16
Troubleshooting Process
Troubleshooting Process Steps

Introduction to Troubleshooting
Requires an organized and logical approach to

problems.
Eliminates variables and identifies causes of

problems in a systematic order.
Troubleshooting skills get better with experience.
Before troubleshooting, protect user data.
Identify the Problem
Ask the customer questions and be respectful.
Use both open-ended and closed-ended questions.
Listen to beep codes.
Use BIOS or UEFI to identify POST problems.
Use Event Viewer, Device Manager, Task Manager

and other diagnostics tools to help identifying the
problem.
Presentation_ID
Cisco Confidential
17
Troubleshooting Process Steps (Cont.)

Establish a Theory of Probable Cause
Create a list of the most common reasons for the error.
List the easiest or most obvious causes at the top and

more complex causes at the bottom.
Research the symptoms.
Test the Theory to Determine Cause
Test your theories one at a time.
If none of the theories can be confirmed, create new ones.
Establish a Plan of Action to Resolve the Problem

and Implement the Solution
Write down a plan to solve the identified problem.
May require simple or complex procedures.
Presentation_ID
Cisco Confidential
18
Troubleshooting Process Steps (Cont.)

Verify Full System Functionality and, if applicable,
Implement Preventive Measures
The troubleshooting process is not over until full system

functionality is confirmed.
If the system is working properly, implement preventive

measures if needed.
Document Findings, Actions and Outcomes
Explain the problem to the customer, both verbally and in

writing.
The customer should try to reproduce the problem after the

solution has been implemented.
Document the entire process for future reference.
Presentation_ID
Cisco Confidential
19
Common Problems and Solutions

PC Common Problems and Solutions
Computer problems can be attributed to hardware,

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

Storage device problems
Presentation_ID
Motherboard and internal components

problems
Power supply problems
CPU and memory problems
Cisco Confidential
20
4.3 Chapter Summary
Presentation_ID
Cisco Confidential
21
Chapter Summary
Summary
This chapter discussed the concepts of preventive maintenance and the troubleshooting
process.
Regular preventive maintenance reduces hardware and software problems.
Before beginning any repair, back up the data on a computer.
The troubleshooting process is a guideline to help you solve computer problems in an
efficient manner.
Document everything that you try, even if it fails. The documentation that you create is a
useful resource for you and other technicians.
Presentation_ID
Cisco Confidential
22
Presentation_ID
Cisco Confidential
23
Presentation_ID
Cisco Confidential
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Instructor Materials

2008 Cisco Systems, Inc. All rights reserved.

2008 Cisco Systems, Inc. All rights reserved.

Chapter 4 - Sections & Objectives

4.2 Troubleshooting Process

4.3 Chapter Summary

2008 Cisco Systems, Inc. All rights reserved.

2008 Cisco Systems, Inc. All rights reserved.

PC Preventive Maintenance Overview

Reduces potential hardware and software

Extending the life of the components

Improving equipment stability

Preventive Maintenance Tasks

Hardware tasks include:

Software tasks include:

2008 Cisco Systems, Inc. All rights reserved.

PC Preventive Maintenance Overview (Cont.)

Dust or dirt can accumulate inside the computer.

Accumulated dirt and dust block airflow inside the

Use a low-air-flow ESD vacuum cleaner

Make sure to keep the following internal

Inspect Internal Components

Examine the computer on a regular schedule.

The main components to inspect are: CPU heat

2008 Cisco Systems, Inc. All rights reserved.

PC Preventive Maintenance Overview (Cont.)

Computers should not be operated in harsh

Due to their mobile nature, laptops are subject to

Guidelines to help ensure optimal computer

Do not obstruct vents or airflow to the internal

Keep the room temperature between 45 to 90

Keep the humidity level between 10 and 80 percent.

2008 Cisco Systems, Inc. All rights reserved.

4.2 Troubleshooting Process

2008 Cisco Systems, Inc. All rights reserved.

Troubleshooting Process Steps

Requires an organized and logical approach to

Eliminates variables and identifies causes of

Troubleshooting skills get better with experience.

Before troubleshooting, protect user data.

Identify the Problem

Ask the customer questions and be respectful.

Use both open-ended and closed-ended questions.

Listen to beep codes.

Use BIOS or UEFI to identify POST problems.

Use Event Viewer, Device Manager, Task Manager

2008 Cisco Systems, Inc. All rights reserved.

Troubleshooting Process Steps (Cont.)

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

List the easiest or most obvious causes at the top and

Research the symptoms.

Test the Theory to Determine Cause

Test your theories one at a time.

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

Establish a Plan of Action to Resolve the Problem

Write down a plan to solve the identified problem.

May require simple or complex procedures.

2008 Cisco Systems, Inc. All rights reserved.

Troubleshooting Process Steps (Cont.)