Name ________________________________________________________ Date __________________
Chapter 4: Overview of Preventive Maintenance
After completion of this chapter, students should be able to:
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Describe the purpose and benefits of preventive maintenance for personal computers.
Explain the purpose of PC preventive maintenance.
Identify the steps of the troubleshooting process and perform basic PC troubleshooting.
List and explain the purpose of each of the troubleshooting process steps.
Identify common problems and solutions for PCs.
4.0 Overview of Preventive Maintenance
4.0.1 Introduction
4.0.1.1 What is preventive maintenance?
1. What is troubleshooting?
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.
4.1 Preventive Maintenance
4.1.1 PC Preventive Maintenance Overview
4.1.1.1 Benefits of Preventive Maintenance
2. What are two factors that are considered in implementing a preventive maintenance plan?
A-Computer location or environment
B-Computer use
3. Why should you do preventive maintenance?
you can reduce potential hardware and software problems.
4. What are four additional benefits of performing preventive maintenance?
A-Improves data protection
B-Extends the life of the components
C-Improves equipment stability
D-Reduces the number of equipment failures
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4.1.1.2 Preventive Maintenance Tasks
5. What should be done in hardware maintenance?
Remove dust from fan intakes.
6. What two things should the technician do before beginning software tasks?
A-Verify that installed software is current.
B- extensive testing
7. What are eight typical steps in developing a software maintenance schedule?
A-Review and install the appropriate security updates.
B-Review and install the appropriate software updates.
C-Review and install the appropriate driver updates.
D-Update the virus definition files.
E-Scan for viruses and spyware.
F-Remove unwanted or unused programs.
G-Scan hard drives for errors.
H-Defragment non-SSD hard drives.
4.1.1.3 Clean the Case and internal Components
8. How does dust inside a computer affect the flow of air and what effect does it have on
components?
it prevents the flow of air and reduces the cooling of components. Hot computer components are more
likely to break down than properly cooled components.
9. What are seven internal components that must be kept properly cleaned and free of dust?
Heat sink and fan assembly
RAM
Adapter cards
Motherboard
Fans
Power supply
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Internal drives
10. What are three tools that can be used to remove dust from inside the computer?
A- compressed air
B- a low-air-flow ESD vacuum cleaner
C- small lint-free cloth
11. How should the outside of the case be cleaned?
cloth or a duster
4.1.1.4 Inspect Internal Components
12. What is the best method for keeping a computer clean?
to examine the computer on a regular schedule.
13. What components should be included on a check list for regular inspection?
CPU heat sink and fan assembly -, RAM connections, Storage devices, Adapter cards,
Screws, Cables, Power devices, Keyboard and mouse.
4.1.1.5 Environmental Concerns
14. Describe an optimal operating environment for a computer.
is clean, free of potential contaminants, and within the temperature and humidity range specified by the
manufacturer
15. What three guidelines should be used to insure optimal computer performance?
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Do not obstruct vents or airflow to the internal components. A computer can overheat if air circulation
is obstructed.
Keep the room temperature between 45 to 90 degrees Fahrenheit (7 to 32 degrees Celsius).
Keep the humidity level between 10 to 80 percent.
4.2 Troubleshooting Process
4.2.1 Troubleshooting Process Steps
4.2.1.1 Introduction to the Troubleshooting Process
16. What are two characteristics of the approach to troubleshooting?
organized and logical approach to problems with computers and other components.
17. What are the characteristics of a logical approach to troubleshooting?
allows you to eliminate variables and identify causes of problems in a systematic order. Asking
the right questions, testing the right hardware, and examining the right data helps you
understand the problem and form a proposed solution to try.
18. How are troubleshooting skills refined?
Each time you solve a problem, you increase your troubleshooting skills by gaining more experience. You
learn how and when to combine steps or skip steps to reach a solution quickly.
19. How is the term customer defined when troubleshooting?
is any user that requires technical computer assistance.
20. What is data backup?
is a copy of the data on a computer hard drive that is saved to another storage device or to cloud
storage.
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21. How often are backups done?
daily, weekly, or monthly basis.
22. What items regarding back-ups should be verified with the customer before
troubleshooting?
Date of the last backup
Contents of the backup
Data integrity of the backup
Availability of all backup media for a data restore
23. What should be done if a customer does not have a back-up and a back-up cannot be
created?
sign a liability release form.
4.2.1.2 Identify the Problem
24. What is the first step in the troubleshooting process?
identify the problem
25.
ABCDE26.
What are the five guidelines of conversation etiquette in talking with a customer?
Ask direct questions to gather information.
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.
What is an open-ended question?
Open-ended questions allow customers to explain the details of the problem in their own words.
27. What type of response should you expect from a close-ended question?
yes or no answer.
28. What information does Event Viewer record about the problem?
What problem occurred
Date and time of the problem
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Severity of the problem
Source of the problem
Event ID number
Which user was logged in when the problem occurred
29. What is shown in Device Manager?
displays all the devices that are configured on a computer
30. How do you know a device is operating incorrectly?
. The operating system flags the devices that are not operating correctly with an error icon
31. What does a yellow question mark indicate?
A yellow circle with an exclamation point (!) indicates that the device is in a problem state.
32. How will a disabled device be identified? (sketch it)
A red circle and an X means that the device is disabled
33. What are beep codes used for?
34. Are all beep codes the same? Explain
No they are all different depending on the problem.
4.2.1.3 Establish a Theory of probable cause
35. Where should you start when troubleshooting a problem?
First, create a list of the most common reasons why the error would occur.
36. After testing for obvious issues what should follow in the troubleshooting process?
start with the obvious issues before moving to more complex diagnoses.
37. How long does it take a technician to work through more complex issues in the
troubleshooting process?
Roughly 25 to 30 mins
4.2.1.4 Test the Theory to Determine an Exact Cause
38. How do you determine an exact cause?
by testing your theories of probable causes one at a time, starting with the quickest and easiest.
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39. If a technician is unable to find an exact cause, what should they do?
establish a new theory of probable causes and test
4.2.1.5 Establish a Plan of Action and Implement the Solution
40. Where might you research to find possible solutions?
research the problem further and then return to Step 3 to establish a new theory of the probable cause.
4.2.1.6 Verify Solution and Full System Functionality
41. Why do you need to verify full system functionality?
Verifying full system functionality confirms that you have solved the original problem and ensures that
you have not created another problem while repairing the computer
42. Apart from the technician, who is in the best position to test full system functionality?
Whenever possible, have the customer verify the solution and system functionality.
4.2.1.7 Document Findings, Actions, and Outcomes
43. What is the final step in the troubleshooting process?
finish the troubleshooting process with the customer
44. How should the problem and solution be communicated to the customer?
Communicate the problem and the solution to the customer verbally and in writing
45. When should the technician begin the documentation process?
When the customer can verify that the problem has been resolved,
46. What should be included in your documentation?
Description of the problem
Steps to resolve the problem
Components used in the repair
4.2.2 Common Problems and Solutions for PC’s
4.2.2.1 PC Common Problems and Solutions
47. What are the three common areas of computer problems?
hardware, software, networks, or some combination of the three.
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48. What are common hardware problems related to storage devices?
Storage device problems are often related to loose or incorrect cable connections, incorrect drive and
media formats, and incorrect jumper and BIOS settings
49. What are common hardware problems related to motherboards and internal components?
These problems are often caused by incorrect or loose cables, failed components, incorrect drivers, and
corrupted updates,
50. What are common hardware problems related to power supplies?
Power problems are often caused by a faulty power supply, loose connections, and inadequate wattage
51. What are common problems related to CPU and memory?
Processor and memory problems are often caused by faulty installations, incorrect BIOS settings,
inadequate cooling and ventilation, and compatibility issues,
4.3 Overview of Preventive Maintenance and Troubleshooting
4.3.1 Summary
4.3.1.1 Summary
52. Summarize the four topics discussed in Preventive Maintenance and Troubleshooting.
A- Regular preventive maintenance reduces hardware and software problems.
B- Before beginning any repair, back up the data on a computer.
C- The troubleshooting process is a guideline to help you solve computer problems in an
efficient manner.
D- Document everything that you try, even if it fails. The documentation that you create is a
useful resource for you and other technicians.
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