1. Chapter 4 Overview of Preventive Maintenance
PC Support & Repair
Chapter 4
Overview of Preventive Maintenance

2. Objectives
After completing this chapter, you will meet these objectives:
Explain the purpose of preventive maintenance.
Identify the steps of the troubleshooting process.
Explain the purpose of data protection.
Identify the problem.
Establish a theory of probable causes.
Test the theory to determine an exact cause.
Establish a plan of action to resolve the problem and implement the solution.
Verify full system functionality, and if applicable, implement preventive measures.
Document findings, actions and outcomes.

3. Preventive Maintenance
What is it?
Regular and systematic inspection, cleaning, and replacement of worn parts, materials, and systems.
Helps to prevent failure of parts, materials, and systems by ensuring that they are in good working condition.
Be proactive!
Troubleshooting is the systematic process used to locate the cause of a fault in a computer system and correct the relevant hardware and software issues.
In this chapter, you will learn general guidelines for creating preventive maintenance programs and troubleshooting procedures. These guidelines are a starting point to help you develop your preventive maintenance and troubleshooting skills.

4. Hardware Preventive Maintenance
Clean components reduce overheating
Replace components damaged or worn
Name some tasks…
Remove dust from fans, dust from inside pc, clean mouse, clean keyboard, check for loose cables, visual inspection for condition of equipment, look for wear & tear, inspect area around the outside for possible spill problems, heat vents, clean the case, clean monitor with wipes, clean expansion card slots,

5. Software Preventive Maintenance
Name some…
Is software current, check software & security updates, update anti-virus software, run AV check, remove unwanted or unused programs, defrag non-SSD hard drives, driver updates

6. Preventive Maintenance Benefits
What are they?
Develop a plan & stick to it
Computer environment
Computer in wood shop
Needs cleaning more often
Computer use
High-traffic networks
Document!
Maintenance reduces problems!
Protect data, extend the life if equipment, reduce repair costs, reduce equipment failures

7. What’s important to keep clean?

8. How to Remove Dust Compressed Air ESD vacuum cleaner Lint-free cloth
Hold can upright
Hold fan blades
ESD vacuum cleaner
Remove dust from inside bottom of case
Lint-free cloth
Clean outside of case
Always spray cleaner on cloth, not case
UNPLUG!!!!
Hold fan blades- prevents over-spinning & fan from spinning in wrong direction
What else would you inspect?
CPU heat sink and fan assembly - Examine the CPU heat sink and fan assembly for dust buildup. Make sure that the fan can spin freely. Check that the fan power cable is secure. Check the fan while the power is on to see the fan turn.
RAM connections - The RAM chips should be seated securely in the RAM slots. Sometimes the retaining clips can loosen. Reseat them, if necessary. Use compressed air to remove dust.
Storage devices - Inspect all storage devices. All cables should be firmly connected. Check for loose, missing, or incorrectly set jumpers. A drive should not produce rattling, knocking, or grinding sounds. Read the manufacturer’s documentation to learn how to clean the optical drive and tape heads. You can buy laser lens cleaning kits for computer optical drives. Tape head cleaning kits are also available.
Adapter cards - Adapter cards should be seated properly in their expansion slots. Loose cards can cause short circuits. Secure adapter cards with the retaining screw or clip to avoid having the cards come loose in their expansion slots. Use compressed air to remove dirt and dust on the adapter cards and the expansion slots.
Screws - Loose screws can cause problems if they are not immediately fixed or removed. A loose screw in the case can cause a short circuit or roll into a position where the screw is hard to remove.
Cables - Examine all cable connections. Look for broken and bent pins. Ensure that all connector retaining screws are finger-tight. Make sure cables are not crimped, pinched, or severely bent.
Power devices - Inspect power strips, surge suppressors (surge protectors), and UPS devices. Make sure that there is proper and unobstructed ventilation. Replace the power device if it does not work properly.
Keyboard and mouse - Use compressed air to clean the keyboard, mouse, and mouse sensor.

9. Basic Checklist of Maintenance

10. Basic Checklist of Maintenance
CPU heat sink & fan assembly
Examine for dust buildup
Make sure fan can spin freely
Check that fan power cable is secure
Check to see the fan turn
RAM connections
RAM chips should be seated securely
Use compressed air to remove dust
Storage devices
All cables should be firmly connected
Check for loose, missing, or incorrectly set jumpers
A drive should not produce rattling, knocking, or grinding sounds
Buy laser lens cleaning kits for optical drives
Adapter cards
Should be seated in expansion slots
Secure adapter cards with the screw
Use compressed air to remove dirt and dust on the adapter cards and the slots
Screws
Loose screw in the case can cause a short circuit or roll into a position where the screw is hard to remove
Cables
Examine all cable connections for broken and bent pins
Make sure cables are not crimped, pinched, or severely bent
Power devices
Make sure that there is proper & unobstructed ventilation
Keyboard and mouse
Use compressed air to clean the keyboard, mouse, and mouse sensor

11. Assignment Make a Preventive Maintenance Guide
Each student will use Word to make a handout describing:
A maintenance action/steps
Materials/supplies
Benefits
How often
Pictures
Clean LCD monitor, clean CRT monitor, clean keyboard, clean case, clean mouse, organize cables, cooling pad, clean CD/DVD drive, clean & take care of media, keeping cool & open around fans, no liquids, surge protector,

12. Review- Q

13. Troubleshooting An approach to finding a problem
A skill that will improve over time
THIS IS IMPORTANT IN ORDER TO HELP THE CUSTOMER QUICKLY & EFFICIENTLY!

14. Before You Work on a Computer…
Back up their data or make sure it has been done
You could be held liable
Check when, & if it actually was done correctly
In business, backups are done routinely
Ask customer to sign a liability release form
A liability release form should contain at least the following information:
Permission to work on computer without a current backup
Release from liability if data is lost or corrupted
Description of the work to be performed

15. Troubleshooting Process

16. Conversation Etiquette
Ask direct questions to gather info
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

17. Step 1: Identify the Problem
Ask open-ended questions
Allow them to explain problem
Ask closed-ended questions
Yes or no
DOCUMENT answers
Open/Closed Quiz A

18. Open or Closed Ended? Have you ever used a computer?
What did you like about your last position?
How long did it take to become proficient in your current role?
Why did you apply for your current position?
When did you graduate from school?
Which do you most like to do in your spare time, watch TV, or read a good book?
What kind of boss do you work for, one who is controlling or one who lets you do your own thing?
What did you do the last time someone didn’t like an idea you were proposing?
Do you like exercising?
What route do you take to get into work?

19. Identify the Problem- Event Viewer
Look at EVENT VIEWER
What problem occurred
Date and time of the problem
Severity of the problem
Source of the problem
Event ID number
Which user was logged in when the problem occurred
Handout & Look at Events on classroom computer

20. Identify the Problem- Device Manager
Displays configured devices
Device is not functioning
No response/bad drivers
? Doesn’t know what driver to install
Device disabled

21. Other Ways to ID Problems
Beep codes
BIOS info
Task Manager
Other diagnostic tools

22. Step 2: Theory of Possible Causes
List easiest to hardest

23. Step 3: Test Theory to Determine Cause
Test your theories, easiest first
You may need to escalate
Document what you tried

24. Step 4: Plan of Action & Implement Solution
Get a plan to solve
Implement
Try quick, easy stuff first
May need to research answers

25. Step 5: Verify Solution
Make sure it works
Have customer verify too

26. Step 6: Document Tell customer the problem & solution Document
Description of the problem
Steps to resolve the problem
Components used in the repair

27. Videos
First Help desk

28. Project Handout of common problems Read each situation
List possible causes and solutions

29. Review

30. 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.

31. Chapter 4 Overview of Preventive Maintenance
PC Support & Repair
Chapter 4
Overview of Preventive Maintenance