Chapter 4: Preventive

Maintenance and
Troubleshooting
Instructor Materials

IT Essentials v7.0
Chapter 4: Preventive Maintenance and
Troubleshooting

IT Essentials 7.0 Planning Guide

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Chapter 4: Preventive
Maintenance and
Troubleshooting

IT Essentials v7.0
Chapter 4 - Sections & Objectives
▪ 4.1 Preventive Maintenance
• Explain why preventive maintenance must be performed on personal computers.
• Describe PC preventive maintenance.
▪ 4.2 Troubleshooting Process
• Troubleshoot problems with PC and Peripheral devices
• Describe each step of the troubleshooting process.
• Identify common problems and solutions for PCs.
• Troubleshoot computer components and peripherals using the six-step troubleshooting process.

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4.1 Preventive Maintenance

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PC Preventive Maintenance Overview
Benefits to Preventive Maintenance
Preventive maintenance plans are developed based on at least two factors:

Computer location or environment - Dusty environments, such as

construction sites, requires more attention than an office environment.

Computer use - High-traffic networks, such as a school network, might

require additional scanning and removal of malicious software and
unwanted files.

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PC Preventive Maintenance Overview
Preventive Maintenance - Dust
▪ Use a cloth or a duster to clean the outside of
the computer case. If using a cleaning product,
put a small amount onto a cleaning cloth and
then wipe the outside of the case.

▪ Dust on the outside of a computer can travel

through cooling fans to the inside.
▪ Accumulated dust prevents the flow of air and
reduces the cooling of components.

▪ Hot computer components are more likely to

break down.

▪ Remove dust from the inside of a computer

using a combination of compressed air, a low-
air-flow ESD vacuum cleaner, and a small lint-
free cloth.
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PC Preventive Maintenance Overview
Preventive Maintenance – Internal Components
A basic checklist of components to inspect for dust and
damage includes:
▪ CPU heat sink and fan assembly

▪ RAM modules

▪ Storage devices

▪ Adapter cards

▪ Cables

▪ Power devices

▪ Keyboard and mouse

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PC Preventive Maintenance Overview
Preventive Maintenance – Environmental Concerns

▪ An optimal operating environment for a

computer is clean, free of potential
contaminants, and within the temperature and
humidity range specified by the manufacturer.

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PC Preventive Maintenance Overview
Preventive Maintenance – Software
Verify that installed software is current.
• Follow the policies of the organization when installing security updates,
operating system, and program updates.
Create a software maintenance schedule to:
• Review and install the appropriate security, software, and driver updates.
• Update the virus definition files and scan for viruses and spyware.
• Remove unwanted or unused programs.
• Scan hard drives for errors and defragment hard drives.

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4.2 Troubleshooting Process

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Troubleshooting Process Steps
Introduction to Troubleshooting

Troubleshooting requires an organized

and logical approach to problems with
computers and other components.

Troubleshooting is a skill refined over

time.

Before you begin troubleshooting

problems, always follow the necessary
precautions to protect data on a
computer.

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Troubleshooting Process Steps

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Troubleshooting Process Steps
Identify the Problem

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Troubleshooting Process Steps
Establish a Theory of Probable Cause

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Troubleshooting Process Steps
Test the Theory to Determine the Cause

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Troubleshooting Process Steps
Establish a Plan of Action to Resolve the Problem and Implement
the Solution

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Troubleshooting Process Steps
Verify Full Functionality and, If Applicable, Implement Preventive
Measures

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Troubleshooting Process Steps
Document Findings, Actions, and Outcomes

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Common Problems and Solutions for PCs
PC Common Problems and Solutions
▪ Computer problems can be attributed to hardware, software, networks, or some combination of the
three. These are some common hardware problems:
▪ Storage Device - Storage device problems are often related to loose, or incorrect cable
connections, incorrect drive and media formats, and incorrect jumper and BIOS settings.

▪ Motherboard and Internal Components - These 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.
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Common Problems and Solutions for PCs
Common Problems and Solutions for Storage Devices

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Common Problems and Solutions for PCs
Common Problems and Solutions for Motherboards and Internal
Components

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Common Problems and Solutions for PCs
Common Problems and Solutions for Power Supplies

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Common Problems and Solutions for PCs
Common Problems and Solutions for CPUs and Memory

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Common Problems and Solutions for PCs
Common Problems and Solutions for Displays

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Apply Troubleshooting Process to Computer Components and Peripherals
Personal Reference Tools
▪ 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.
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Apply Troubleshooting Process to Computer Components and Peripherals
Internet Reference Tools
The Internet is an excellent source of information about specific hardware problems and
possible solutions:
• Internet search engines
• News groups
• Manufacturer FAQs
• Online computer manuals
• Online forums and chat
• Technical websites

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Apply Troubleshooting Process to Computer Components and Peripherals
Advanced Problems and Solutions for Hardware

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Apply Troubleshooting Process to Computer Components and Peripherals
Lab – Using 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.

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Apply Troubleshooting Process to Computer Components and Peripherals
Lab – Troubleshoot Hardware Problems

In this lab, you will diagnose the cause of various hardware problems and solve
them.

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4.3 Chapter Summary

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Conclusion
Chapter 4: Preventive Maintenance and Troubleshooting
4.1 Preventive Maintenance
• Explain why preventive maintenance must
be performed on personal computers.
• Describe PC preventive maintenance.
4.2 Troubleshooting Process
Troubleshoot problems with PC and Peripheral
devices
• Describe each step of the troubleshooting
process.
• Identify common problems and solutions for
PCs.
• Troubleshoot computer components and
peripherals using the six-step troubleshooting
process.

© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 40