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The Complete PC Tech. Chapter 27. Overview. In this chapter, you will learn how to Describe how computers work Implement a troubleshooting methodology Describe a technician’s toolkit. How Computers Work. Somewhat redundant at this point but recapped here - PowerPoint PPT Presentation
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© 2010 The McGraw-Hill Companies, Inc. All rights reserved
Mike Meyers’ CompTIA A+® Guide to
Managing and Troubleshooting PCs
Third Edition
The Complete PC TechChapter 27
© 2010 The McGraw-Hill Companies, Inc. All rights reserved
Mike Meyers’ CompTIA A+® Guide to
Managing and Troubleshooting PCs
Third Edition
Overview
• In this chapter, you will learn how to
– Describe how computers work
– Implement a troubleshooting methodology
– Describe a technician’s toolkit
© 2010 The McGraw-Hill Companies, Inc. All rights reserved
Mike Meyers’ CompTIA A+® Guide to
Managing and Troubleshooting PCs
Third Edition
How Computers Work
• Somewhat redundant at this point but recapped here– Three key components when you run an application
• Input• Processing• Output(Storage also
needed as source for files)
© 2010 The McGraw-Hill Companies, Inc. All rights reserved
Mike Meyers’ CompTIA A+® Guide to
Managing and Troubleshooting PCs
Third Edition
Computing Process—Game Example
• Same process in a game– Input with keyboard or mouse– Processed by OS, CPU, and servers– Output by sound and video cards
© 2010 The McGraw-Hill Companies, Inc. All rights reserved
Mike Meyers’ CompTIA A+® Guide to
Managing and Troubleshooting PCs
Third Edition
Computing Process—Game Example (continued)
• Communicating withservers
© 2010 The McGraw-Hill Companies, Inc. All rights reserved
Mike Meyers’ CompTIA A+® Guide to
Managing and Troubleshooting PCs
Third Edition
Troubleshooting Theory
• A set of mental steps combined with computing knowledge to diagnose and fix a computer– Identify the problem– Establish a theory of probable cause (question the
obvious)– Test the theory– Establish plan and implement solution– Verify system works and preventive measures– Document findings, actions, and outcomes
© 2010 The McGraw-Hill Companies, Inc. All rights reserved
Mike Meyers’ CompTIA A+® Guide to
Managing and Troubleshooting PCs
Third Edition
Identify the Problem
• Ask the user about recent changes and perform backups before “fixing” anything– Don’t be accusatory– Offer to perform a backup
of all critical information
© 2010 The McGraw-Hill Companies, Inc. All rights reserved
Mike Meyers’ CompTIA A+® Guide to
Managing and Troubleshooting PCs
Third Edition
Establish a Theory of Probable Cause
• Don’t overlook obvious solutions in favor of serious troubleshooting– Take a look outside the case
• Damaged or mangled connectors• Broken/disconnected cables or wires• Is the system running hot?• Strange sounds or vibrations• Smell anything odd?
– Now look inside the case• Physical damage• Bulging or ruptured capacitors• Fans running• Strange smells, sounds, or vibrations
© 2010 The McGraw-Hill Companies, Inc. All rights reserved
Mike Meyers’ CompTIA A+® Guide to
Managing and Troubleshooting PCs
Third Edition
Test the Theory
• Usually means verifying something is broken– If confirmed, develop the next
steps to resolve the problem– If not confirmed, develop a new
theory
© 2010 The McGraw-Hill Companies, Inc. All rights reserved
Mike Meyers’ CompTIA A+® Guide to
Managing and Troubleshooting PCs
Third Edition
Establish Plan and Implement Solution
• Once you’ve identified the cause, determine how you can implement the corrective actions
• If it’s beyond your skills, escalate the problem– Don’t be afraid to ask for help
© 2010 The McGraw-Hill Companies, Inc. All rights reserved
Mike Meyers’ CompTIA A+® Guide to
Managing and Troubleshooting PCs
Third Edition
Verify and Prevent
• Verifying makes sure the customer is happy– Watch the customer use the
system for a few minutes
• If applicable, educate the customer on how to avoid this problem again
© 2010 The McGraw-Hill Companies, Inc. All rights reserved
Mike Meyers’ CompTIA A+® Guide to
Managing and Troubleshooting PCs
Third Edition
Document Findings, Actions, and Outcomes
• Documenting problems allows you to track a machine’s history, enabling long-term decisions
• Also helps fellow technicians if they have to follow up
© 2010 The McGraw-Hill Companies, Inc. All rights reserved
Mike Meyers’ CompTIA A+® Guide to
Managing and Troubleshooting PCs
Third Edition
Tech Toolkit
• Be prepared with thetools for the job– Tech Toolkit (discussed
in Chapter 2)– Also bring FRUs
(spare parts)
• Backup– Ensure the user’s data is backed up before taking
action that could compromise the data
© 2010 The McGraw-Hill Companies, Inc. All rights reserved
Mike Meyers’ CompTIA A+® Guide to
Managing and Troubleshooting PCs
Third Edition
Utilities
• Many times, Windows utilities are not enough– Third-party vendors can supply outstanding tools
for the most common issues• Malware cleaners (on a bootable optical disk/thumb drive)• Anti-malware programs• Boot tools• Password clearer• Zip file tool• Backup
– Don’t forget your FRUs (spare parts)• RAM, video cards, NICs, power supplies, etc.
© 2010 The McGraw-Hill Companies, Inc. All rights reserved
Mike Meyers’ CompTIA A+® Guide to
Managing and Troubleshooting PCs
Third Edition