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Computer Systems 1Fundamentals of Computing
Maintaining & Upgrading
Computer Systems 1 (2004 - 2005)
Maintenance & Upgrades Support issues
Methods suitability
Maintenance Routine tasks
Upgrading Issues
Working with the computer hardware Static precautions Electrical precautions
Computer Systems 1 (2004 - 2005)
Lean on me...PC Support… Hardware Support
Advising on new purchases Maintaining & repairing existing equipment Installing & testing new systems
Software Support Installing & configuring new software Upgrading and maintaining existing software Virus prevention & infection removal
Operational Support / Requirements Training staff Maintaining data security Advising on legal aspects of information systems Maintaining machine configuration records
Computer Systems 1 (2004 - 2005)
Upgrading What to upgrade?
Depends on requirements Storage space Performance Specialist tasks
Usual upgrades Processor / Motherboard RAM Video Card Sound Card Secondary / Replacement Hard Disks Drives: Floppy, CD, DVD, ZIP, tape Interfaces
Usually via a card
Computer Systems 1 (2004 - 2005)
Lean on me... Support
Some form is technical support will be required ‘Insurance’ in case of technical failure
Especially with specialist equipment Main types:
Manufacturer Usually provide a guarantee (fixed term)
On site (in house) support Involves employing one or more person(s)
3rd Party support Service Level Agreements
Computer Systems 1 (2004 - 2005)
Keep on Runnin’… Maintenance
Checks of equipment working order Routine maintenance checks / tasks
Upgrading equipment and softwareKeeping systems performance highContinually updating any ‘live’ services
Especially sales & marketing
Consumables Disks, paper, ink, CD-R’s, etc.
Computer Systems 1 (2004 - 2005)
Keep on Runnin’… Maintenance
‘Prevention is better than cure’… Keep things running smoothly
but… ‘If it ain’t broke, don’t fix it’ Too much poking and prodding causes problems
How often to perform checks?What to do?
Hardware? Software?
Computer Systems 1 (2004 - 2005)
Keep on Runnin’… Maintenance Tasks
Check for external visual signs Loose connections / Cards not seated properly Fraying cables
Cleaning Case, monitor, keyboard, mouse Removal of dust & crumbs Laws of cleaning:
Only use special fluid / foam Use clean (lint free) cloths and splints Don’t spray or pour cleaner directly onto the machine
Computer Systems 1 (2004 - 2005)
Keep on Runnin’… Maintenance Tasks
Discuss performance and needs with users Identify training needs Identify hardware / software needs or improvements
Backup Check users are backing up their own data Make backup of all central / server data
SCANDISK De-fragmentation Virus software update / sweeps
Computer Systems 1 (2004 - 2005)
Keep on Runnin’… Annual Maintenance Tasks
Clean inside case and all componentsCheck all connectors / plugsClean card edge connectors
Using cleaning fluid and / or a rubber Alternately, decant some vodka
Clean floppy drive headsAdjust / Degauss the monitor
Computer Systems 1 (2004 - 2005)
Troubleshooting / Fault Finding
Making Users Aware Cold Starts
Don’t use a machine that has been at low temperatures straight away
Try to bring it back to room temperature
Moisture Don’t use a machine that has excess moisture or liquid
near it Allow machine or hardware to dry first
Viruses Make staff aware of methods, risks & consequences
Computer Systems 1 (2004 - 2005)
Troubleshooting / Fault Finding
Making Users AwareHandling
How to handle equipment and components
Backups How to safely store data in case of disaster
Getting help Clear procedure to request & document
assistance
Computer Systems 1 (2004 - 2005)
Troubleshooting / Fault Finding
A support system or technician should: Provide a prompt response Use systematic methods to fault find Maintain records on machines and modifications or
jobs Work safely
Risk of electric shock Many precaustions
One hand in the pocket approach
Risk of Electro-Static Discharge (ESD) Precautions
Work legally
Computer Systems 1 (2004 - 2005)
Who’s job is it?
Computer Systems 1 (2004 - 2005)
Working with the Computer Use proper tools
Screwdrivers Variety of flavours
Pliers Needle nose & standard
Snips Torch Cotton swabs Cleaning fluid Soldering iron, solder & de-soldering braid Electro-static equipment Tweezers / IC extraction tools Hammer and saw
Brute-force approach Jelly babies
Computer Systems 1 (2004 - 2005)
Fancy a screw?
Computer Systems 1 (2004 - 2005)
Personal Tools Most computer problem situations require interaction Use communication skills to
Get a basic description of the problem Learn the user’s perspectives on the problem
Find out what the user has done to cause / resolve the problem
Probe for additional information Crucial communication skills
Basic listening skills Active listening Critical questions Probes Explanation and verification skills
Successful support staff are adept at using these skills
Computer Systems 1 (2004 - 2005)
Electrical safety precautions Don’t work with powered machine
No touching components Don’t add and remove cards
Safest method is to unplug Monitors and certain pieces of equipment can
contain capacitors E.g.- Electrolytic capacitors Can hold a large charge, even when unplugged
Don’t open Power Supply Unit (PSU) Leave this to a qualified electrician
Computer Systems 1 (2004 - 2005)
ESD Precautions Always handle cards and components by their
edges Touch insulated areas only Leave components in anti-static packing until
needed Provide static discharge
Wrist bands Desk / Floor Mats
Computer Systems 1 (2004 - 2005)
ESD Precautions Electrostatic
Protect sensitive hardware / circuits From static built up in your body Can irreparability damage components
Create a connection between the static source and ground / Earth Any grounded object will do
Taps Radiator Earth socket or stud Computer chassis
Measures Electrostatic Wristband Electrostatic Mats Electrostatic Bags
Computer Systems 1 (2004 - 2005)
CS1: Week 13 What you know now: Support issues
Methods suitability
Maintenance Routine tasks
Upgrading Issues
Working with the computer hardware Static precautions Electrical precautions
