Information Technology
Outcome 1: Computer Basics
[HIGHER]
About this section
Part 1: Computer basics
Part 2: Files
Part 3: SAQ answers
3
5
15
35
Acknowledgements
No extract from any source held under copyright by any individual or organisation has been
included in this learning pack.
All screen images are copyright of the Microsoft Corporation.
ABOUT THIS SECTION
INTRODUCTION
What this section is about
This section is designed to help you to develop the skills needed to use a computer system
effectively in order to process a range of data types.
You will learn:
• how to use various hardware devices to input, process, store and retrieve data
• how to use the computer system correctly
• how to manage your data
• how to identify and correct simple faults.
Aims and objectives of this section
The aim of this section is to give you the basic skills to use your computer efficiently.
By the end of this Study Section you will be able to :
• start up a computer
• use a variety of hardware devices
• use Windows 98 to carry out basic functions
• open and run a games program.
Approximate study time for this section
This Study Section should take approximately 5 hours to complete.
Other resources required for this section
To complete this Study Section you will need to have access to a computer with:
• Windows 98
• Microsoft Office 97
• Paint.
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ABOUT THIS SECTION
Assessment information for this section
How you will be assessed for this section
The assessment for this section is based on how you use an IT system over a period of time.
When and where you will be assessed for this section
Assessment for this section is carried out while you complete the work for the other
sections. At various stages your tutor will observe you carrying out tasks and record your
performance on a checklist. You will be told when this is happening.
What you have to achieve for this section
You must use a computer system responsibly, ensuring the security and your management of
data are efficient and effective. Your use of the operating system must be correct and
effective and you must use at least five hardware devices.
You will also be assessed on how you diagnose and correct at least one fault.
Opportunities for reassessment for this section
Opportunities for reassessment will be provided where necessary.
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COMPUTER BASICS
PART 1
What is a computer?
A basic definition is that ‘a computer is an electronic machine for processing data
automatically’. To understand just what that means it is helpful to look at each important
word in turn.
Electronic
doesn't just mean that a computer is powered by electricity, although it is.
An electronic machine is one that is made up of electronic components – in
the case of computers this means chips.
Data
is what we enter into the computer. It can be facts, figures, instructions,
words or sentences.
Processing
is what the computer does with the data it receives. This doesn't just
mean doing calculations on figures. That is only part of a computer's job.
Computers can also compare things with each other, handle text, fetch
records, store information, sort things into order, answer questions, and
move information from place to place. Jobs like this are all forms of
processing and can be done by computers without the need for human
intervention. In other words, it is done automatically.
A computer is a system that accepts inputs, processes data, stores data and returns output.
These jobs are carried out by a number of electronic devices as shown below:
output
storage
input
processor
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COMPUTER BASICS
Personal computer systems
A personal computer, or PC as it is more commonly known, is the kind of computer system
most of us use. These systems consist of various hardware components:
the processor, where the processing occurs;
input devices, such as the keyboard and the mouse;
output devices, such as printers and monitors;
backing storage, which is where data and programs are stored until needed.
Processor
Output
Backing
storage
Input devices
Processing unit
The base unit of a PC is where the thinking and processing is carried out. There are various
names for this part of the computer, for example case or tower, but whatever you call it,
this part contains the electronic components needed to process data and instructions,
including the central processing unit (CPU).
The CPU is the ‘brain’ of the computer and is the part that does the calculating work and
sends the instructions and information to the other parts of the computer, such as the
printer.
The base unit also contains disk drives. We will find out more about them later.
Input
Input is the term used to describe giving instructions to the
computer or passing data for processing. There are many
different ways to do this. With a PC, the two most common
methods are to use a keyboard and mouse.
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COMPUTER BASICS
Keyboard
The keyboard is one of the most common and familiar input devices. A full size keyboard
usually has about 100 keys, including letters, numbers, punctuation and a number of keys
that have special functions when used with a program, such as Help and Print. There are a
variety of different layouts but the traditional ‘QWERTY’ typewriter keyboard is the most
popular. The name refers to how the first six keys are arranged.
There are a number of other layouts but these are not so common. Sometimes a special
keyboard is used where the information to be input is limited. You may have seen
keyboards like this in shops, banks or restaurants.
Mouse
The mouse is an alternative way of giving instructions to the
computer. As the mouse is moved across a flat surface, a
pointer is moved on the screen. When the pointer is over an
item on the screen, the buttons on the mouse are used to select
it.
Joysticks
Joysticks are a popular category of interactive graphics input devices,
often used with games programs. A joystick allows you to indicate the
direction, speed and duration of the motion of an object on the screen.
Cursor motion stops immediately when you remove your hand from the
input device.
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COMPUTER BASICS
Output
Output is how the computer returns data to us. With a PC, the two most common forms of
output are to the screen or to a printer.
• Graphics and text material can be output to a wide selection of printers and plotters.
This is known as hard copy. It can be read immediately or stored and read later.
• Soft copy is usually a screen-displayed output. This is a short-lived form of output and is
lost when the computer is turned off.
Hard copy
There are a variety of different types of printer available. The three main factors that differ
are speed, quality of print and cost.
Laser printers are fast, quiet and give very good quality print. They work by shining a very
thin pattern of laser light onto a metal drum. A black powder, called toner, sticks to parts of
the drum exposed by the laser and the drum then prints the toner onto the page.
The print is formed from dots, typically at around 640 dots per square inch. This means
that you cannot see the individual dots and each line looks like it has been drawn with a pen,
giving very high quality. These printers are relatively expensive.
Inkjet printers also make text and pictures out of dots, but this time by squirting droplets of
ink onto the paper. They also work quietly but are usually slower than laser printers. The
quality of the print is almost as good as laser, but these printers are often much cheaper.
Soft copy
A PC uses a screen to display text and pictures. This is usually a separate piece of
equipment but is sometimes included in the main unit, for example, with a portable laptop
computer or in some Macintosh machines.
The screen is the front part of a monitor or VDU (visual display unit).
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COMPUTER BASICS
Storage
Storage is used for long-term storage of large quantities of data. It also allows the processor
rapid access to the data. Disks are the most common backing storage media in use today.
Disks come in two categories – hard and floppy.
Floppy disks
• Floppy disks are cheap, reliable and can be carried around from
machine to machine
• They have a thin magnetised disk inside a hard cover
• Data is written onto and read from the disk by a machine called a
disk drive, in a way similar to recording on audio or video tape
• Storage is limited to around 1.44 Megabytes but you can use as
many as you need.
Hard disks
• Hard disks are permanently built into the computer
inside a dust-free box
• They are made of thin metal with a magnetic coating
• They can be written to and read from much faster than a
floppy
• They can hold a lot more information than a floppy,
typically around 10 Gigabytes in a PC.
CD ROMs
A computer CD player works in a similar way to an
ordinary CD player, except that the data that is read is
computer digital data instead of audio data. Like floppy
disks, CD ROMs are removable and they can hold a lot
of information. However, CD ROMs are able to hold
much more information than floppies. In fact, one CD
ROM can hold approximately the equivalent of 500
high density floppy disks. One drawback is that most
computer systems can only read from them not write
to them.
The word CD ROM is an acronym; it stands for ‘compact disk: read-only memory’.
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COMPUTER BASICS
This is a self assessment question.
It is here to test how well you have understood the information you have just read. You will
find this type of question at key points throughout the course material. Follow the
instructions given then check your answer with the one given at the end of this section. If
you get the questions wrong, read the notes over and try again.
?1
Write down brief answers to these questions.
1.
Why do computers need backing storage devices?
2.
Name two kinds of backing storage.
3.
What is the purpose of an input device?
4.
Name two input devices.
5.
What is the purpose of an output device?
6.
Name two output devices.
Check your answers with the ones given on page 35 at the end of this Study Section.
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COMPUTER BASICS
Switching on your equipment
It is important to take care of your equipment and use it in the correct manner. Before you
begin any work on the computer, you should look at the correct way to switch on your
computer system.
The general steps involved in powering up a PC are:
• Check that the monitor and system unit are connected to
the mains supply.
• Check the floppy drive is empty and switch on the system
unit.
• Switch on the monitor and check that the indicator light
illuminates. Make any necessary adjustments to the
display, such as altering the contrast or brightness.
• Check that your printer is plugged in to the mains supply and switch it on.
• Load with ribbon or toner if necessary and make sure there is a supply of paper. Then
run a self test. Make any adjustments necessary.
If you are unsure how to do any of these, you may need to ask for help from someone like a
tutor or teacher or refer to the manufacturer’s instructions if they are available.
Now that you know the correct way to switch on the equipment, you are ready to begin
using the computer.
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COMPUTER BASICS
A1
Getting started
When you start your computer up, the first screen you see is called the desktop. This screen
contains a number of small pictures called icons. Each icon represents a Windows 98
application.
Along the bottom of your screen there is a grey bar. This is called the Task Bar. This is
where you will see information about the programs that are currently running, the System
Clock and the Quick Launch toolbar.
Your screen should look similar to the one shown below. It will not look exactly the same,
because your computer will have been set up differently.
Icons
Start
Button
12
Quick
Launch
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Task
Bar
Syste
Clock
COMPUTER BASICS
Using the mouse
The mouse is used in a variety of different ways to issue commands.
A mouse commonly has two buttons on the top, simply called the
left button and the right button. The left button is used much more
often than the right.
Single click
To select something on the screen, the mouse is used to point to
it and the button on the mouse is clicked.
Double click
Sometimes a double click is required. To do this, you will need
to press the left mouse button twice in rapid succession.
Dragging
If you want to move an item from one part of the screen to
another, you use a technique called dragging. To do this, click
on the item and hold down the mouse button then drag the
mouse across the desk, letting go when the item is in the
required location.
Try these techniques out now.
Ø Point to the My Computer icon and click once. The icon should change colour.
Ø Click away from the icon anywhere on the desktop and it will return to normal.
Ø Now double click on the My Computer icon.
Ø The My Computer window will be displayed if you have done this correctly.
Ø Close the window by clicking once on the close box in the top right-hand corner of the
screen.
Ø Point again to the My Computer icon, click once but this time hold down the mouse
button and drag the icon to the middle of the screen. Watch how the icon remains in its
original position and a ghost icon follows the pointer until you release the mouse button.
Then the icon appears in its new location.
Ø Try it again. Click on the icon again and drag it back to its original location.
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COMPUTER BASICS
Closing down procedures
Just as there is a correct way of starting up, there is also a correct way of closing down.
Ø Click on the Start Button and choose Shut Down.
The Shut Down dialog box will be displayed, as shown below.
You will see that there are little circles beside each of the choices. These are known as
radio buttons. A black dot in the circle beside ‘Shut down the computer’ shows that
this option has been selected.
Ø Check that you have selected this option and click on Yes to close the system down.
Ø Follow any extra messages displayed on the screen.
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FILES
PART 2
Files
Filenames
Programs and data are held on backing storage media, such as hard
and floppy disks, until needed. Each file is given a name to identify it and
this name is used by the computer to find and load the file when
required. There are rules about what names are given to files so that
the software you are using can find the files when they are needed. For
example, the operating system you use will have rules that limit the
number of characters you can have in a file name.
So that you can identify what your files contain, use sensible names that describe what the
file holds.
Saving and locating files
A floppy disk can contain hundreds of files and a hard disk can contain many thousands.
This can make finding a file very difficult. To overcome this, files need to be stored in a
logical way so that they are easy to retrieve when needed.
Files are organised on a disk using a system derived from a manual filing system. Files are
held in different compartments called directories, or more commonly, folders. Each folder
can contain a combination of files and other folders (sub-folders).
The resulting structure is known as a tree. At the top of the tree is the root folder, with
branches (sub-folders) spreading from it.
You store your files in these folders and sub-folders. They are not provided for you. You
have to construct the structure. Some points to note:
• the number of folders and their structure must suit the nature of the data being stored
• each folder should be named to label its contents clearly and only relevant files should be
stored in a folder
• regular housekeeping is needed to ensure that the structure is kept up-to-date.
To get to any file, a path is taken from the root folder through other subsequent folders and
sub-folders until the file is reached. In this kind of structure, each file can be fully described
in terms of its name and where it is stored. This helps you and the computer to find it.
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FILES
root directory
DOS directory
help.com
sys.com
command.com
apps directory
clients directory
address.dbf
letters
directory
autoexec.bat
invoices
directory
The above diagram shows an example of a disk filing system. Note the folders and subfolders and the files they contain.
?2
A small firm is starting to use computers for the first time and want to get their files
organised right from the beginning. They will be storing word-processed memos,
reports and correspondence, spreadsheets, and staff and customer databases. In
addition, they want each of their five staff to have somewhere to store their personal
information. There will also need to be somewhere to store publicity material and
mailshots.
Design a suitable directory structure for them and draw it on a tree diagram like the
one shown above.
Check your answer with the one given on page 35 at the end of this Study Section.
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FILES
A2
Using Windows Explorer to manage files
Windows Explorer is used to manage the files. This utility can be used to set up directories
on a disk and copy, move, name, rename and delete files.
In this activity you will learn how to carry out all these operations.
Ø To start Windows Explorer, click on the Start Button and choose Programs. You will
see Windows Explorer listed in the program window that pops up. It should look
similar to the picture below.
2. Choose
Programs
V
V
1. Click on
Start button
3. Click on
Windows
Explorer
V
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FILES
The screen will show the contents of the drives available in your computer, the structure of
folders within them and the files they contain. The screen is split into two panes. Simply
click a folder in the left pane of the window to display its contents in the right pane, or click
the plus signs to display the folders within a folder.
You can change the size of either pane of the window by dragging the bar that separates the
two panes to the left or right.
Ø Try it out now.
Copying files
You can copy a file on to the same drive or disk or to a new file in another drive. When you
copy a file you put a copy of the file into an area in the computer’s memory called the
clipboard.
Ø Choose a data file from the C: drive.
Make sure it is a data file and not a
program file.
Ø Point to the Edit Menu and choose Copy.
A copy of the file is now on the clipboard.
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FILES
Pasting files
To make the copy of the file appear in a folder you
need to ‘paste’ it from the clipboard into the folder.
Ø Double click on the folder that the file is to be
copied to.
Ø Click on the Edit menu, then on Paste.
Renaming files
Making a backup copy of important files is good practice as it protects your data in case of
accidents. When you do this it is usual to give the copy a different name.
Ø Highlight any data file.
Ø Make a copy of this file on the clipboard using Edit,
Copy.
Ø Stay in the same folder and choose Paste from the
Edit menu.
The copy file appears in the listing as ‘Copy of’
whatever filename you choose, as in this example
where the file called ‘Computers’ has been copied.
Ø Choose Rename from the file menu. The original file name is highlighted. Simply type
the name you wish to give the file now. In this case rename the file Copy1.
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FILES
Deleting files
You can delete files when you no longer need them. Let's try this out.
Ø Highlight the file called Copy1.
Ø Press the delete key on your keyboard.
Ø The following dialog box will be displayed. Confirm the file name is the one you wish to
delete, then click on the Yes button in the dialog box.
Different Views
The View option contained within Windows Explorer lets you look at information about
your files in a variety of ways and lets you choose how much information about files you can
see.
Ø Point to the View menu. Look at the options listed. You can
choose to view the files as large icons, small icons, as a list of
file names, or as a list with all of the file details showing.
Ø Choose the Large Icons option to see how this displays your
files.
Ø Choose the Small Icons option to see the difference.
Ø Choose the List option and note how the files are displayed
now.
All of the above options give you the same information about the files on your disk, but they
display them in different ways. You can choose to view in the way that suits you best.
Ø Now choose the Details option. You will see that this displays more information about
each file.
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FILES
Formatting a new disk
Formatting a disk means making it ready to receive data. New disks come ready formatted
but used disks may need to be formatted for your computer. This is also a quick way to
remove all data from a disk. With that in mind, make sure you are not using a disk with
anything you want to keep on it for this exercise. There is no way to get data back after you
do this.
Ø Insert floppy disk into the A drive and double click the My Computer icon.
Ø Click on the floppy drive icon in the My
Computer window to make sure the
computer is accessing the floppy disk in
the A drive.
Ø Click the icon for the disk you want to
format, in this case the A drive. Be sure
not to double click the disk icon,
because you can't format a disk if it is
open in My Computer or Windows
Explorer.
Ø Click on the File menu, then on Format.
Ø The dialog box shown here should appear on the screen.
Read the information carefully. Make sure title bar shows
3½ Floppy (A:). Do NOT proceed if it does not.
Ø Click on the Start button to start formatting the disk.
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FILES
When formatting is complete you will see a message
displayed on the screen like the one shown on the
right.
This gives details of the results of the format. The
figures for the bytes, total disk space and the bytes
available on disk should be the same.
If any bytes are shown in bad sectors, this means the
disk is faulty and you should not continue to use it as it
is likely you will lose data.
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FILES
Keeping your files safe
In most computer systems, it is the data held in files that is the most valuable asset. The
hardware and software elements can be replaced when they break down, but the data may
represent years of work and may never be able to be replaced. It therefore makes sense to
take care of it.
Save frequently
While you are working with data files, save your work frequently. This is one way to avoid
losing data if your computer loses power for any reason (such as a power cut or someone
switching your machine off by accident). If you are working on a network machine any faults
in the network could cause your work to be lost, so saving frequently, every ten minutes for
example, could save you the bother of redoing work.
Viruses
It is generally accepted that the first PC computer virus appeared in January 1986. This was
called Brain and was relatively harmless. Since then thousands of viruses have been
developed.
Computer viruses are usually the result of deliberate attempts to cause damage to computer
files, either by deleting information or corrupting it so that it becomes useless. Many of
these programs are designed to attach themselves to other files. When the user runs these
programs the virus is activated. Other types are activated by a particular event, such as a
date like Friday 13th.
Although there are thousands of viruses around, these are variations on just a few general
categories:
Virus
program attaches itself to other program files and may carry out other
activities
Worm
similar to above but attacks the resources of the computer rather than
files, making multiple copies of itself until the system becomes clogged
Trojan horse
disguises itself as something else, such as a game or graphic, then when
this program is run some kind of damage is caused
Time bomb
a trojan horse virus triggered by a certain date or time.
Virus-checking software should be installed on every computer to automatically check for
infected files. Manual checkers can be used for floppy disks. The software needs to be
regularly reviewed and updated as new viruses are discovered.
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FILES
Virus detection software works either by scanning through existing files or by logging file
characteristics and monitoring for changes. Spotting a virus after it has affected the system
is all well and good, but the damage caused may not always be able to be repaired.
Virus protection is also required. This means looking for viruses before they have a chance
to cause damage. Anti-virus software is available to scan for the characteristics of viruses as
data is received by the system.
An ever increasing range of anti-virus software products are available. However, the range
of viruses continues to grow and as soon as protection software is available, it is often outof-date. Most of the bigger providers now offer online updates to overcome this.
Remember, data is valuable and needs to be protected. Use virus detection and protection
software every time you start up your computer and always scan floppy disks before use.
Passwords
Passwords can be used to limit access to data files.
Some applications allow you to use a password to protect access to your data. A password
shouldn’t be something too obvious (like your birthday) as other people may guess it, but it
must be something you will be able to remember easily. Passwords are only secure if they
are kept secret; they shouldn’t be written down so anyone can read them.
Most systems require passwords to log on to computer networks. Other systems require
different passwords to access particular software and data.
Back-ups
Files can be lost or damaged. The computer system might not work or the hard disk might
break down or there might be a fire or flood. Your data files need to be protected against
these disasters as well.
Copies of files can be stored on removable media, such as floppy disks, which can be stored
somewhere safe away from the computer system.
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FILES
?3
1.
What are the two purposes of virus protection software?
2.
What is a trojan horse virus?
3.
How does a time bomb virus work?
Check your answers with the ones given at the end of this Study Section.
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FILES
Handling faults
Equipment and software will not always work as you expect. Things do go wrong
occasionally. One of the most frequent complaints about computers is that they are always
going wrong. Quite often, though, this is not due to problems with the equipment, but is
more to do with the user’s lack of experience or knowledge.
We all come across ‘faults’ when working with
computers, but often these ‘faults’ are merely caused by
our own inexperience. For example, if a printer does not
print, it may be because the printer is broken (a fault),
but it could also be because the correct print driver is
not installed (an error on somebody’s part but not a
fault).
Other examples of this kind of ‘fault’ include:
The screen goes blank after
a short time
Check the settings – a power saving device has
switched off the power to the monitor
A file cannot be saved onto
a floppy
Check the write protect tab on the disk. If this
small square hole in the corner of the disk is open,
files cannot be saved
Almost anyone can deal with simple faults caused by conditions such as:
•
•
•
•
the power being switched off at the mains
connections coming loose at the back of the machine
the monitor’s brightness and contrast being turned right down
the mouse ball having been removed by a previous user.
As you become a more experienced user of IT, you will learn to distinguish between what is
truly a fault and what is not.
There will be some conditions you will deal with yourself, and there will be others which
you will have to refer to more qualified technical staff.
Let’s look now at how you can deal with some problems yourself.
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FILES
Dealing with problems
How do you decide what to do? Below we look at some of the things you will have to
consider when your computer does something unexpected.
Stop and assess the problem.
When you experience a problem: Don't panic!
Stop and assess the problem by following these guidelines.
Find out what you are using
To help diagnose the problem, you need to be aware of exactly what you are using in terms
of hardware, operating system and application software.
Hardware
Note both the make and model of the computer you are using and of any peripherals
involved in the problem – a printer, for instance, or a CD ROM drive.
Operating system software
You also need to find out what operating system your computer uses – for example
Windows95 or Windows98.
Software
The program you were using when the problem occurred may be important, so make a note
of this as well as which release of the program you have (i.e. the version number).
Is there a history of problems?
Try to remember as much as possible about precisely what you were doing when the
problem occurred. For example, did you notice anything unusual prior to the problem’s
appearance?
If the problem is that you are unable to do something, for example print a file from a
program, do you know if it was possible before?
If so, try to remember any changes that may have been made since then on the computer
you’re using. Has any new software or hardware been installed? Has anyone apart from you
worked on the computer? Has the start-up routine been altered?
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FILES
Write down the error message
If there is an error message associated with your computer
problem, write it down if at all possible. In many cases, error
messages that seem to be the same can have very different
meanings or causes. Note carefully any error numbers or
memory addresses listed in the error message.
Be aware of your computer ’s limitations!
Keep in mind that there may be things you’d like your computer to do that are either not
possible or possible only at high cost in products or support. Any time you need to seek
help for a computer problem, it’s a good idea to go in with a clear idea of just how much a
solution is worth to you.
For example, consider the case where a user wants his computer to process a large
database file within thirty seconds but his computer can’t do it. He reports it as a fault, but
it’s really only because the computer has insufficient memory. This user has to consider
whether it is worth the extra cost of new memory chips to get the computer to carry out
the necessary processing quickly. Is the processing absolutely necessary or can he wait a bit
longer for it?
Now that the problem has been assessed, it is time to decide what to do about it. There
are two choices here. You can do something about it yourself or you can get help from
someone more qualified.
Finding a solution on your own
Once you’ve collected the necessary information about the problem, you’re ready to look
for a solution. The answer to your problem can come from many different sources.
Written documentation
Most computer hardware and software products come with user manuals. For a great
many problems, written manuals provide the best and most concise solutions, so don’t
overlook them.
Help documentation can come in several different forms. Let’s look at some of the common
types.
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Online help
One of the easiest types of documentation to use is online help. For example,
Microsoft Windows compliant programs will contain a Help menu on the
menu bar, which will give access to a help index with a search mechanism.
The factory manual
In most cases, the hard copy manual supplied by the manufacturer is the most authoritative
source of information for a computer product. Many contain troubleshooting guides with
information on how to correct simple faults.
The table below shows a few typical examples.
No power from the PC
Check the fuse in the mains plug
Check all connections are secure
Check all power switches are on
Check for ‘sleep’ function
No picture on the screen
Check all cables are secure
Check brightness and contrast settings
The mouse pointer is not
moving properly
Clean the mouse ball
Use a mouse mat
No sound is coming from
the speakers
Check all cables are connected to the correct sockets
Check all cables are secure
Check the master volume (click on speaker icon at
bottom right of the screen)
These manuals usually also include details on how to access further technical support, for
example a telephone number or the website address of a helpline.
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Third-party manuals
Generally not as authoritative as the factory manual, a third-party manual is often more
readable for day-to-day use. Third-party documentation often appears on the market well
after the introduction of the product it relates to and is often made up of information
gleaned from the experiences of many users.
In selecting a book, you should shop around for the one that best matches your needs. A
good shopping technique is to go to the bookstore with one or two problems to solve and
check out the available manuals to see which one gives you the best and quickest solutions.
The World Wide Web
The Web is fast becoming the most often used source of information, and information on
computer problems is widely available. For example, you should be able to link to most of
the big computer manufacturers and software companies to get technical information on
their products.
Internet newsgroups
Another source of abundant help on the Internet can be found in the almost innumerable
newsgroups. There are many of these available and they can be used to read discussion
groups for computer help.
Mailing lists
There are a number of mailing lists around the world that deal with various computers,
peripherals and programs. Most have searchable FAQs (Frequently Asked Questions) to
answer common questions.
Once you have an answer to your problem, make a note of it and keep it safe for future
reference. This way you will build up your own information bank of problems and how to
solve them.
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FILES
?4
Use one of the methods listed on the previous page to diagnose these faults.
A
The user was in the middle of typing a letter using Word 97 when the screen
froze.
B
You have switched your computer on but nothing is happening. The monitor
lights are on but there is no sign of activity from the computer itself.
C
Your computer is not booting up by itself but it will boot from a floppy disk.
D
You have switched your computer on and everything appears to be working
normally. The lights are on at the side of the system unit and the monitor
lights are also on. However, there is nothing showing on the screen.
Check your answers with those on page 36 at the end of this Study Section.
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What if you can’t do it alone?
You will not be able to solve everything yourself. There will be times when you need to
refer the problem on to someone more technically qualified. So, how do you do this?
For most of us it is a case of referring the problem on to someone who will be able to solve
it. This may be a helpdesk or it may be a computer technician. In extreme cases, it could be
a computer engineer or even the computer manufacturer.
Referring the problem on to someone else often involves the use of a form to record
information about the problem and what you have already done.
Using fault report sheets
If you cannot resolve the non-routine condition yourself by making the sort of checks that
you are authorised to carry out, you will have to report it to qualified technical support staff
who will try to resolve it for you. They will find it quicker and easier to do this if you can
provide clear, precise information about the fault. To help them, you should:
• take a note of when the fault occurred and write down exactly what you were doing at
the time
• give precise details about the equipment, e.g. location, make, model
• note any software you were using when the fault occurred
• copy down any error messages exactly as they appear on your screen
• write down anything that you have checked yourself and any corrective action you’ve
taken.
In college or school, you will probably be limited to making visual checks for hardware
faults, for example, checking to see if cables are frayed or not plugged in correctly. For
software faults, you will have to use your experience of the software to check the main
features. Your lecturer or tutor may also be able to help. If between you you cannot resolve
the problem, then you will have to refer it on.
Most organisations have their own forms for reporting faults to
technical staff. The one on the next page is a typical example and
shows the kind of information that would need to be recorded
before referring the fault to technical staff.
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FILES
Typical fault report form
Help desk technician’s name
Reported by
Telephone number
Processor make
Processor model
Other peripherals
in use
RAM size
OS version
Outline of problem
Date of call
Time of call
Location
Display make
Display model
Hard Disk size
Network type
Action taken
Diagnosis
Passed to
Requires visit
Equipment required
Supplier
Maintenance house
Visiting technician
Time
Time
Ref. No.
Time
Comments (e.g. case history)
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Sample of a Fault Reporting Form ready for passing to technical staff
Help desk technician’s name
Joe Bloggs
Reported by
J Smith
Telephone number
238
Date of call
Time of call
Location
Processor make
Processor model
Other peripherals
in use
RAM size
OS version
Outline of problem
Display make
Display model
20th Any Month
3.30pm
Laser printer
640kb
Hard Disk size
Network type
10 gbyte
Using Microsoft Word 97.
When tried to save changes to a document, got a message
saying the document was read-only.
Action taken
User copied the file and tried to save the changes to the new
version but got the same error message. Also copied the file
onto another disk but this didn't work either.
Diagnosis
Passed to
Requires visit
Equipment required
Supplier
Maintenance house
Visiting technician
Time
Time
Ref. No.
Time
Comments (e.g. case history)
The file is saved on a floppy disk which includes 3 other files
which can't be altered either.
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SAQ ANSWERS
PART 3
SAQ answers
? 1: Answers
1.
The computer’s memory is limited and backing storage provides a way to store
unlimited information.
2.
Backing storage media include floppy disk and CD ROM.
3.
An input device is used to feed data into the computer.
4.
Input devices include mouse and keyboard.
5.
An output device returns data to the user.
6.
Output devices include the screen and printers.
? 2: Answers
One possible answer is shown below. Yours may not be exactly the same, but as long as you
have somewhere for each of the items to be stored you will be correct.
root directory
word processing spreadsheets
memos
reports
databases
correspondence
staff
publicity
materials
customers
personal
mailshots
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SAQ ANSWERS
? 3: Answers
1.
The two purposes of virus protection software are
• virus prevention
• virus detection.
2.
A trojan horse virus disguises itself as a different type of program and is activated
when the program is run.
3.
A time bomb virus is triggered by a certain date or time.
? 4: Answers
A
The computer probably does not have enough memory to handle what it has been
asked to do. Any application packages not in use need to be shut down. The
computer will probably have to be restarted to solve this problem.
B
The computer is not booting up. You would have to switch it off and try again. If
that doesn’t work you would have to boot it using a floppy disk.
C
Once you have booted it up from the floppy, you need to access the hard disk and
check the set-up files are not corrupt.
D
In this case, everything is probably fine and all that is required is that the monitor is
adjusted. The contrast and brightness need to be adjusted until the display is visible.
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