1. © CCI Learning Solutions Inc. 1 Lesson 5: Basic Troubleshooting Techniques Computer performance Care of the computer Working with hardware Basic maintenance Basic troubleshooting

2. Increasing the Computer’s Performance System resources too low to process work, especially RAM Hard drive does not have enough room to install new programs or save files Not enough space on hard drive for operating system to handle multiple programs File is quite large and will not open or close quickly due to speed of microprocessor Document takes long time to display on screen Component of operating system, software program, or data file generating system errors but still trying to work in background Hardware component or software program recently added and causing slowdowns or conflicts with other system components © CCI Learning Solutions Inc. 2

3. Taking Care of the Computer Use surge suppressor or UPS to protect from power surges, brownouts, or general fluctuations Avoid connecting too many electrical devices Avoid connecting electrical equipment that draw large quantities of power on same electrical circuit When in another country with different voltage system, use converter that adapts electrical system and voltage Always turn computer off during stormy weather Position computer in location to prevent theft Purchase security cables to lock computer to fixed apparatus © CCI Learning Solutions Inc. 3

4. Taking Care of the Computer File server should be in locked room with special entry access Do not store near heat source or cold environment Avoid liquids near computing device Refrain from eating or drinking around keyboard Ensure there are no magnetic items near computer Turn computer off before you move it Notebook carrying case should be durable and padded Be careful when carrying notebook Be careful where you place any portable device © CCI Learning Solutions Inc. 4

5. Taking Care of the Computer Keep cables clear of walkways Clean computer or printer of dust or paper particles Use technical support specialist to help or perform changes Always make backups of data Always ensure antivirus program is up to date and scan computer regularly © CCI Learning Solutions Inc. 5

6. 6 Working with Hardware If you cannot open any files from hard drive, could be problem with hard drive If you cannot read files from media, check disk for scratches or dirt If you cannot print, check printer connected and on − Check cable connections − Check printer exists and is active If connections active but printer does not print, check for error messages

7. © CCI Learning Solutions Inc. 7 Working with Hardware If you cannot log on the network, check you are using correct logon ID and password − Ensure network connection is active − If wireless connection, ensure you are connected to correct network − Check cables connected and all other network hardware working correctly Age of computer can also be source of problems Newly installed hardware device may not work for number of reasons

8. Performing Hardware Maintenance Clean keyboard or mouse occasionally Computer Life Cycle − May be able to replace items easily − May be able to upgrade items such as video cards, ergonomic keyboards If printing smeared or is missing content, may need to clean printer − Use care when removing paper jams and check all areas that need clearing Consider how to manage files on hard drives © CCI Learning Solutions Inc. 8

9. Performing Hardware Maintenance Delete temporary files − Generated when you install programs, use attachments, visit Web sites, or register/subscribe on Web site Consider doing defragmentation occasionally − Reorganizes file contents − Speeds retrieval of files Ask for help from specialist when unsure how to proceed with changes − Work with specialist to learn how to make changes safely and effectively © CCI Learning Solutions Inc. 9

10. Performing Basic Troubleshooting 1Collecting Information − Write information down for reference − Keep notes about frequency of each message and what you were doing when message appeared 2Analyzing the Information − Analyze information for any patterns or common themes 3Attempting Basic Solutions − Try simple troubleshooting 4Finding Help − Seek help and advice from technical support specialist 5Communicating the Problem Accurately − Be accurate and concise when communicating problem © CCI Learning Solutions Inc. 10

11. Performing Basic Troubleshooting 6Analyzing and Selecting the Proper Action − Provide as much detail so specialist can provide list of options 7Implementing the Solution − Follow solution provided to resolve problem 8Confirming the Problem is Fixed − Try to duplicate problem to see if error occurs again 9Documenting and Communicating the Incident − Document incident to use for future reference and share document with others 10Avoiding Similar Problems in the Future − Documenting issue can help prevent similar problems in future © CCI Learning Solutions Inc. 11