Computer Maintenance COM_MAINT_GUIDE PDF

1.1.1 Cases and Power Supplies Common PSU Connectors Type Description Illustration P1 A 20-pin or 24-pin connector that provides power to the motherboard. On some P...

1.1.1 Cases and Power Supplies Common PSU Connectors Type Description Illustration P1 A 20-pin or 24-pin connector that provides power to the motherboard. On some PSUs, the P1 is split into one 20-pin connector and one 4-pin connector which can be combined if required to form a 24-pin connector. ATX12V A 4-pin or 8-pin power connector that goes to the motherboard in (or P4) addition to a 20-pin P1 to supply power to the processor. Molex A 4-pin peripheral power connector that supplies power to IDE disk drives and CD-ROM/DVD drives. Computer Maintenance (SN43001FP) 10  1.1.1 Cases and Power Supplies Common PSU Connectors Type Description Illustration Berg A 4-pin power connector that supplies power to the floppy disk drive (or Mini- (it can also be used as an auxiliary connector for AGP video cards). Molex) Serial ATA This is a 15-pin power connector mainly used for SATA hard drives. PCIe power A 6-pin or (more recently) 8-pin power connector used for PCI Express connector graphics cards. Some 8-pin connections allow for either a 6-pin or an 8-pin card to be connected by using two separate connectors on the same cable (one with 6 pins and another with 2 pins). Computer Maintenance (SN43001FP) 11  1.1.1 Cases and Power Supplies “80 Plus” Certification Voluntary certification program intended to promote efficient energy use in computer power supply units (PSUs). Certifies products that have more than 80% energy efficiency at 20%, 50% and 100% of rated load. Computer Maintenance (SN43001FP) 15  1.1.2 Motherboard The main printed circuit board. Contains the buses, or electrical pathways found in a computer. ▪ Buses allow data to travel among the various components. Also known as the system board, or the main board. Accommodates CPU, RAM, expansion slots, heat sink/fan assembly, chip set, sockets, BIOS, internal and external connectors, various ports, and the embedded wires that interconnect the motherboard components. All devices communicate with CPU on motherboard. A peripheral devices link to motherboard via cable. Input/Output (I/O) ports ▪ Keyboard, mouse, parallel, USB ports, sound ports. Computer Maintenance (SN43001FP) 16  1.1.2 Motherboard MUST KNOW WHAT THE CONNECTORS ON THE MOTHERBOARD IS FOR Example of a Motherboard – Side View (Shows different types of computer interface ports that used to connect various peripheral devices) Computer Maintenance (SN43001FP) 17  1.1.2 Motherboard Motherboard Chipset Most chipsets consist of the following two types: ▪ Northbridge – Controls high speed access to the RAM and video card. ▪ Southbridge – Allows the CPU to communicate with slower speed devices including hard drives, Universal Serial Bus (USB) ports, and expansion slots. Computer Maintenance (SN43001FP) 24  1.1.3 Central Processing Unit (CPU) Enhancing CPU Operation ▪ The amount of data that a CPU can process at one time depends on the size of the Front Side Bus (FSB). This is also called the CPU bus or the processor data bus. Higher performance can be achieved when the width of the FSB increases, much like a roadway can carry more cars when it has many lanes. The width of the FSB is measured in bits. A bit is the smallest unit of data in a computer. Current processors use a 32-bit or 64-bit FSB. d. Overclocking is a technique used to make a processor work at a faster speed than its original specification. ▪ Overclocking is not a recommended way to improve computer performance and can result in damage to the CPU. e. CPU throttling is the opposite of overclocking. It is a technique used when the processor runs at less than the rated speed to conserve power or produce less heat. 37 Computer Maintenance (SN43001FP)  1.1.3 Central Processing Unit (CPU) Enhancing CPU Operation f. CPU virtualization is a hardware feature supported by AMD and Intel CPUs that enables a single processor to act as multiple processors. ▪ With CPU virtualization multiple operating systems can run in parallel on their own virtual machines as if they were running on completely independent computers. Computer Maintenance (SN43001FP) 38  1.1.3 Central Processing Unit (CPU) Cache Memory A cache is a smaller, faster memory, closer to a processor core, which stores copies of the data from frequently used main memory locations. Divided into three main levels: ▪ Level 1 (L1) cache. Fastest memory that is present in a computer system. In terms of priority of access, L1 cache has the data the CPU is most likely to need while completing a certain task. ▪ Level 2(L2) cache. Slower than L1 cache, but bigger in size. Its size typically varies between 256KB to 8MB. Holds data that is likely to be accessed by the CPU next. ▪ Level 3 (L3) cache. It feeds information to the L2 cache, which then forwards information to the L1 cache. Slower compared to L2 cache, but is still faster than the main memory (RAM). Computer Maintenance (SN43001FP) 43  1.1.4 Types of Memory Types of ROM Types Description Read Only Memory Information is written to a ROM chip when it is manufactured. A ROM chip (ROM) that cannot be erased or re-written is now obsolete. Programmable Read Information on a programmable read-only memory chip is written after it is Only Memory (PROM) manufactured. PROMs are manufactured blank and then can be programmed by a PROM programmer when needed. Generally, these chips cannot be erased and can only be programmed once. Erasable Programmable Is non-volatile but can be erased by exposing it to strong ultraviolet light. Read Only Memory EPROMs usually have a transparent quarts windows on the top of the chip. (EPROM) Constant erasing and reprogramming could ultimately render the chip useless. Computer Maintenance (SN43001FP) 48  1.1.4 Types of Memory Types of ROM Types Description Electrically Erasable Information is written to an EEPROM chip after it is manufactured and without Programmable Read removing it from the device. It also called Flash ROMs since its contents can Only Memory (EEPROM) be “flashed” for deletion. EEPROMs are often used to store a computer system’s BIOS. Computer Maintenance (SN43001FP) 49  1.1.4 Types of Memory Random Access Memory (RAM) Temporary working storage for data and programs that are being accessed by the CPU. RAM is volatile memory More RAM means more capacity to hold and process large programs and files, as well as enhance system performance. Adding more RAM in a computer enhances the system performance. However, the maximum amount of RAM that can be installed is limited by the motherboard. Computer Maintenance (SN43001FP) 50  1.1.4 Types of Memory Types of RAM Types Description Dynamic RAM Older technology, popular until the mid-1990s. (DRAM) Used for main memory. DRAM gradually discharges energy so it must be constantly refreshed with pulses of electricity in order to maintain the stored data in the chip. Synchronous DRAM that operates in synchronous with the memory bus. Dynamic RAM Able to process overlapping instructions in parallel – e.g. It can process a read before a write has been completed. (SDRAM) Higher transfer rates. Double Data Transfers data twice as fast as SDRAM. Rate SDRAM Able to support two writes and two reads per CPU clock cycle. Connector has 184 pins and a single notch. (DDR SDRAM) Uses lower standard voltage (2.5 V). Family: DDR2, DDR3, DDR4 Computer Maintenance (SN43001FP) 51  1.1.4 Types of Memory Types of RAM Types Description DDR2 Also transfers data twice as fast as SDRAM. SDRAM Runs at higher clock speeds than DDR (553 MHz vs. DDR at 200 MHz). Improves performance by decreasing noise and crosstalk between signal wires. Connector has 240 pins. Uses lower standard voltage (1.8 V). DDR3 Expands memory bandwidth by doubling the clock rate of DDR2. SDRAM Consumes less power than DDR2 (1.5 V). Generates less heat. Runs at higher clock speeds (up to 800 MHz). Connector has 240 pins. Computer Maintenance (SN43001FP) 52  1.1.4 Types of Memory Types of RAM Types Description DDR4 Quadruples DDR3 maximum storage capacity. SDRAM Consumes less power than DDR3 (1.2 V). Runs at higher clock speeds (up to 1600 MHz). Connector has 288 pins. Available with advanced error correction features such as error-correcting code memory (ECC memory) to detect multiple bit errors. GDDR The “G” stands for Graphics. SDRAM RAM specifically designed for video graphics. Used in conjunction with a dedicated GPU. Family: GDDR, GDDR2, GDDR3, GDDR4, GDDR5. Each family member improves performance. Each family member lowers power consumption. Processes massive amounts of data but not necessarily at the fastest speeds. Computer Maintenance (SN43001FP) 53  1.1.4 Types of Memory Types of RAM Types Description Static RAM Requires constant power to function. (SRAM) Often used for cache memory. Uses lower power consumption. Much faster than DRAM. More expensive than DRAM. Computer Maintenance (SN43001FP) 54  1.1.5 Adapter Cards and Expansion Slots Adapter Cards Adapter cards increase the functionality of a computer by adding controllers for specific devices or by replacing malfunctioning ports. ▪ Sound adapter – Provides audio capability. ▪ Network Inteface Card (NIC) – Connects a computer to a network using a network cable. ▪ Wireless NIC – Connects a computer to a network using radio frequencies. ▪ Video Adapter – Provides video capability. ▪ Capture card – Sends a video signal to a computer so that the signal can be recorded to a storage drive with video capture software. Computer Maintenance (SN43001FP) 66  1.1.5 Adapter Cards and Expansion Slots Adapter Cards Sound Adapter NIC eSATA card Video Adapter Computer Maintenance (SN43001FP) 68  1.1.6 Types of Storage Devices Data drives provide non-volatile storage of data, meaning that when the drive loses power, the data is retained and available the next time the drive is powered on. Data storage devices can be classified according to the media on which the data is stored; magnetic like HDD and tape drives, solid state, or optical. Hard Disk Drive Optical Drive Computer Maintenance (SN43001FP) 75 Solid State Drive Tape Drive  1.1.7 Types of Storage Devices Optical Storage Devices CD, DVD, and BD media can be pre-recorded (read only), recordable (write once), or re-recordable (read and write multiple times). DVD and BD media can also be single layer (SL) or dual layer (DL). Dual layer media roughly doubles the capacity of a single disc. Computer Maintenance (SN43001FP) 82  Occupational Safety and Health Framework Guiding principles of the new framework: Reducing risks at the source by requiring all stakeholders to eliminate or minimize the risks they create; Instilling greater ownership of safety and health outcomes within the industries; and Preventing accidents through higher penalties for compromises in safety management. Computer Maintenance (SN43001FP) Page 6  What is a safety sign? A safety sign provides information about safety or health and can be a signboard, color, acoustic signal, verbal communication, or hand signal. A signboard is a sign that provides information or instruction using a combination of shape, color and symbols but no writing. It should not contain text. This is because the symbols or pictograms on a signboard are intended to be understood, independently of the language ability of the worker viewing Computer Maintenance (SN43001FP) Page 11  Safety Sign Codes ✓Red for prohibition ✓Yellow for caution ✓Green for positive action ✓Blue for mandatory actions ✓O Discs for prohibitions and instructions ✓Δ Triangles for warnings ✓□ Squares and rectangles for emergency and information signs Computer Maintenance (SN43001FP) Page 12  Risk Management Steps Identify Assess & Analyze Plan Action Monitor & Implement Measure & Control Computer Maintenance (SN43001FP) Page 14  Identify hazards in your workplace A hazard is anything can cause harm to you or the environment. Types of hazards: Workplace hazards, such as a workshop's layout Activity hazards, such as using grinding machinery in your workshop Environmental hazards, such as the dust created when using grinding machinery Computer Maintenance (SN43001FP) Page 15  Types of Hazards Physical and Mechanical Hazards Are factors within the environment that can harm the body without necessarily touching it. Chemical Hazards Occur when a worker is exposed to any chemical preparation in the workplace in any form (solid, liquid or gas). Biological Hazards Associated with working with animals, people, or infectious plant materials. Computer Maintenance (SN43001FP) Page 17  Types of Hazards Ergonomic Hazards Occur when the type of work, body positions and working conditions put strain on your body. Electrical Hazards Occur due to improper handling of electrical equipment. Computer Maintenance (SN43001FP) Page 18  Risk Levels and Risk Control Evaluate the risks: Once you have identified the hazards, you need to decide what to do about them Consider your existing precautions and decide whether the remaining risk of harm from a hazard is high, medium or low. Low: then your existing precautions are likely to be adequate High or medium: it is likely that you need to take further steps to lower the risk Computer Maintenance (SN43001FP) Page 21  Types of Risk Control Elimination Eliminating the hazard or physically removing it is the most effective hazard control. Substitution Involves replacing something that produces a hazard with something that does not produce a hazard. Engineering controls These do not eliminate hazards, but rather isolate people from hazards. Computer Maintenance (SN43001FP) Page 24  Types of Risk Control Administrative controls Administrative controls are changes to the way people work. Examples of administrative controls include procedure changes, employee training, and installation of signs and warning labels. Administrative controls do not remove hazards, but limit or prevent people's exposure to the hazards Personal Protective Equipment Ensuring workers use the PPE without risking their health. PPE is the least effective means of controlling hazards because of the high potential for damage to render PPE ineffective. Personal protective equipment (PPE) includes gloves, respirators, hard hats, safety glasses, high-visibility clothing, and safety footwear. Computer Maintenance (SN43001FP) Page 25  1.3 Safety Handling of Computer Importance of Grounding & Static Discharge Protection Electrostatic Discharge (ESD) Static electricity is the buildup of an electric charge resting on a surface. This buildup may zap a component and cause damage to it. At least 3,000 volts of static electricity must build up before a person can feel ESD, but less than 30 volts of static electricity can damage a computer component. ESD Protection: Use antistatic bags to store components. Use grounded mats on workbenches. Use grounded floor mats in work areas. Use antistatic wrist straps when working on computers. Computer Maintenance (SN43001FP) Page 5  1.3 Safety Handling of Computer ESD Protection Antistatic Bag Grounded mat for workbench Grounded floor mat Antistatic Wrist Strap Computer Maintenance (SN43001FP) Page 6  1.5 BIOS & UEFI Settings BIOS and CMOS All motherboards need a BIOS to operate. BIOS is a ROM chip on the motherboard that contains a small program that controls the communication between the operating system and the hardware. Along with the POST, BIOS also identifies: ▪ Which drives are available ▪ Which drives are bootable ▪ How the memory is configured and when it can be used ▪ How PCIe and PCI expansion slots are configured ▪ How SATA and USB ports are configured ▪ Motherboard power management features Computer Maintenance (SN43001FP) Page 47  1.5 BIOS & UEFI Settings UEFI Most computers today run Unified Extensible Firmware Interface (UEFI). All new computers come with UEFI, which provides additional features and addresses security issues with legacy BIOS. UEFI can run on 32-bit and 64-bit systems, supports larger boot drives, and includes additional features such as secure boot. ▪ Secure boot ensures your computer boots to your specified operating system. ▪ This helps prevent rootkits from taking over the system. Computer Maintenance (SN43001FP) Page 49  1.5 BIOS & UEFI Settings BIOS and UEFI Security The legacy BIOS supports some security features to protect the BIOS setting, however UEFI adds additional security features. Some common security features found in the BIOS/UEFI systems includes: ▪ Passwords - Passwords allow for different levels of access to the BIOS settings. ▪ Drive encryption - A hard drive can be encrypted to prevent data theft. ▪ LoJack – This is a security feature that allows the owner to locate, lock, and delete the device. ▪ Trusted Platform Module (TPM) – This is a chip designed to secure hardware by storing encryption keys, digital certificates, passwords, and data. ▪ Secure boot - Secure Boot is a UEFI security standard that ensures that a computer only boots an OS that is trusted by the motherboard manufacturer. Computer Maintenance (SN43001FP) Page 51  2.1 Various Peripheral Devices The Original Input Devices Input devices all the user to communicate with a computer. Some of the first input devices include: ▪ Keyboard and Mouse – these are the two most commonly used input devices ▪ ADF / Flatbed Scanner – these devices digitize an image or document ▪ Joystick and Gamepad – these devices are used for playing games ▪ KVM Switch – a hardware device that can be used to control more than one computer while using a single keyboard, monitor, and mouse Computer Maintenance (SN43001FP) Page 5  2.1 Various Peripheral Devices New Input Devices Some new input devices include touch screen, stylus, magnetic strip reader, and barcode scanner: ▪ Touch screen – input devices with touch or pressure sensitive screens ▪ Stylus – a type of digitizer that allows a designer or artist to create artwork by using a pen-like tool ▪ Magnetic strip reader – a device that reads information magnetically encoded on the back of plastic cards ▪ Barcode scanner – a device that reads the information contained in the barcodes affixed to products Computer Maintenance (SN43001FP) Page 6  2.1 Various Peripheral Devices More New Input Devices A few newer input devices: ▪ Digital camera – devices that capture digital images and videos ▪ Webcams – video cameras that can be integrated into a computer ▪ Signature pad – a device that electronically captures a person’s signature ▪ Smart card reader – a device used on a computer to authenticate the user. A smart card may be the size of a credit card with an embedded microprocessor that is typically under a gold contact pad on one side of the card. ▪ Microphone – a device that allows a user to speak into a computer and have their voice digitized Computer Maintenance (SN43001FP) Page 7  2.1 Various Peripheral Devices More Recent Input Devices The newest input devices include NFC devices and terminals, facial recognition scanners, fingerprint scanners, voice recognition scanners, and virtual reality headsets: ▪ NFC devices and terminals – Near Field Communication (NFC) tap to pay devices ▪ Facial recognition scanners – devices identifying a user based on unique facial features ▪ Fingerprint scanners – devices identifying a user based on unique fingerprint ▪ Voice recognition scanners – devices identifying a user based on unique voice ▪ Virtual reality headset – used with computer games, simulators, and training applications with virtual reality functionalities. Computer Maintenance (SN43001FP) Page 8  2.1 Various Peripheral Devices Monitor Characteristics There are many types of computer monitors available and they vary by use, size, quality, clarity, brightness and more. Computer monitors are usually described by: ▪ Screen size – The diagonal measurement of the screen (i.e., top left to bottom right) in inches. ▪ Resolution – Resolution is measured by the number of horizontal and vertical pixels. For example, 1920 x 1080 (i.e., 1080p) means it has 1920 horizontal pixels and 1080 vertical pixels. ▪ Monitor resolution – This relates to the amount of information that can be displayed on a screen. ▪ Native resolution – This identifies the best monitor resolution for the specific monitor. Computer Maintenance (SN43001FP) Page 12  2.2 External Peripheral Device Interfaces Video Ports and Cables ▪ DVI (Digital Visual Interface) – Provides support for transmitting uncompressed digital video. Includes DVI-A(analog), DVI-D(digital), and DVI-I(integrated). The DVI connector consists of as many as 24 pins (3 rows of 8 pins) for digital signals, up to 4 pins for analog signals, and a flat pin called a ground bar. Computer Maintenance (SN43001FP) Page 27  2.2 External Peripheral Device Interfaces Video Ports and Cables ▪ HDMI (High-Definition Multimedia Interface) – Carries the same video information as DVI but is also capable of providing digital audio and control signals. ▪ DisplayPort – Designed to replace both DVI and VGA for computer monitors while including high bandwidth video and audio signals. ▪ Thunderbolt 1 or 2 – allows for high-speed connection of peripherals such as hard drives, RAID arrays, network interfaces, and it can transmit high-definition video using the DisplayPort protocol. Computer Maintenance (SN43001FP) Page 28  2.2 External Peripheral Device Interfaces Video Ports and Cables ▪ Thunderbolt 3 – uses the same connector as USB- C. It has twice the bandwidth of Thunderbolt 2. Uses less power and can provide two 4K monitors with video. ▪ RCA (Radio Corporation of America) - These connectors have a central plug with a ring around and are used to audio or video. RCA connectors are often found in groups of three, where a yellow connector carries the video, and a pair of the red and white connectors carries left and right audio channels. Computer Maintenance (SN43001FP) Page 29  2.3 Printer Technologies and Interfaces Printer Type Comparison Inkjet Printer Using Electrostatic Spray Technology. Use ink-filled cartridges that spray ink onto a page through tiny holes, or nozzles. The ink is sprayed in a pattern on the page, one column of dots at a time. Advantages: Easy to use, cheaper than laser printers, low cost, high resolution. Disadvantages: Some nozzles prone to clog, Cartridges can be expensive, and ink can be wet after printing. Computer Maintenance (SN43001FP) Page 41  2.3 Printer Technologies and Interfaces Printer Type Comparison Thermal Printer Thermal printers are used in retail as part of a cash register system and within older fax machines. Heat from the print head makes the image on the paper. Advantages: ▪ Last a long time due to few moving parts ▪ Quiet ▪ No cost for ink or toner Disadvantages: ▪ Thermal paper is expensive and must be stored at room temperature ▪ Images on thermal paper degrade over time, are poor quality, and cannot be in color Computer Maintenance (SN43001FP) Page 47  2.3 Printer Technologies and Interfaces Printer Type Comparison Thermal Printer Two Categories of Thermal Printer ▪ Direct thermal printers. Use chemically-treated paper that darkens when heated by a thermal print head. Direct thermal printers do not use separate ink, toner, or ribbon supplies. Direct thermal printers are most commonly used to print items such as receipts and shipping labels. ▪ Thermal transfer printers. Use a thermal print head to transfer a solid ink from a ribbon onto a label supply (usually made from vinyl, polyester, nylon, or other thicker materials) to produce a permanent print. Ribbon is usually made from wax, resin, or a combination of the two, and is bonded to the label supply surface with heat and pressure. Computer Maintenance (SN43001FP) Page 48  2.3 Printer Technologies and Interfaces Printer Type Comparison Impact Printer Impact printers – dot matrix and daisy wheel Have print heads that strike an inked ribbon with a specific number of pins ▪ Higher number of pins means better quality Advantages: ▪ Ribbons are less expensive supplies than other types ▪ Can use regular paper or continuous feed paper ▪ Can print carbon copies Disadvantages: ▪ Noisy ▪ Graphics are low-resolution ▪ Limited color capabilities Computer Maintenance (SN43001FP) Page 49  3.1 Hardware Compatibility and Minimum Requirements Hardware Compatibility Refer to the compatibility of computer hardware components with a particular CPU architecture, bus, motherboard or operating system. Hardware that was designed for one operating system may not work for another, if device or kernel drivers are unavailable.  Backward Compatibility is the usability or compatibility of newer or extended versions of a technical object or standards referred to on the conditions of an earlier version.  Forward Compatibility is the availability or compatibility of older or obsolete versions of a technical object or standards referred to on the conditions of a newer version. Computer Maintenance (SN43001FP) Page 4  3.2 Process of Upgrading Computer Devices Motherboard Upgrade If you upgrade or replace a motherboard, consider that you might have to replace other components including:  CPU  Heat sink and fan assembly  RAM A new motherboard must fit in the old computer case and the power supply must support it. There are enough expansion slots, interfaces to support the number of existing devices. Computer Maintenance (SN43001FP) Page 11  3.2 Process of Upgrading Computer Devices CPU Upgrade One way to increase the power of a computer is to increase the processing speed by upgrading the CPU. CPU Requirements:  The new CPU might require a different heat sink and fan assembly.  The assembly must physically fit the CPU and be compatible with the CPU socket.  The CPU must operate with the existing motherboard and power supply.  The new CPU must be compatible with the motherboard chipset.  It must also be adequate to remove the heat of the faster CPU by installing additional case fans. CAUTION: You must apply thermal compound between the new CPU and the heat sink and fan assembly. Computer Maintenance (SN43001FP) Page 14  3.2 Process of Upgrading Computer Devices RAM Upgrade RAM are required to store processing data for applications currently running. Low amount of RAM will cause the applications to run slower and the system may be unstable. When selecting new RAM, check the compatibility with the current motherboard from the manufacturer’s website. The speed of the new RAM should be the same or faster than the existing RAM to enjoy maximum performance. Checking existing RAM and RAM Slots. If memory is already installed in your computer memory slots, some or all of it need to be removed before more memory can be added. Computer Maintenance (SN43001FP) Page 15  3.2 Process of Upgrading Computer Devices Storage Device Upgrade Instead of purchasing a new computer to get faster speed and more storage space, you might consider adding another hard drive. There are several reasons for installing an additional drive:  Increase storage space  Increase hard drive speed  Install a second operating system  Store the system swap file  Provide fault tolerance  Back up the original hard drive Computer Maintenance (SN43001FP) Page 16  3.2 Process of Upgrading Computer Devices Graphic Card Upgrade Graphic Card upgrading are essential to address video quality issues or lack of video resources to perform video activities. Before upgrading, user must ensure interface is supported by motherboard as well as availability of the expansion slot (e.g. PCI-e). Graphic card consumes high amount of power and it is vital that PSU can supply the power required. User can refer motherboard manufacturer’s website to do a verification check. Check expansion slot availability Verify that the computer has an available expansion slot for the graphic card. If user is planning on taking out the previous graphic card to install the new graphic card, ensure that the slot will be compatible with the new graphic card. Computer Maintenance (SN43001FP) Page 18  3.2 Process of Upgrading Computer Devices Replacing Laptop Components Overview of Hardware Replacement Some parts of a laptop, typically called customer-replaceable units (CRUs), can be replaced by the customer. CRUs include components such as the laptop battery and RAM. Parts that should not be replaced by the customer are called field- replaceable units (FRUs). FRUs include components such as the motherboard, LCD display, and keyboard. Computer Maintenance (SN43001FP) Page 21  3.2 Process of Upgrading Computer Devices Replacing Laptop Components Power These are some signs that the battery may need to be replaced: The battery does not hold a charge. The battery overheats. The battery is leaking. Computer Maintenance (SN43001FP) Page 25  3.3 Removal Procedure of Unused/Obsolete Device Drivers Often, unused drivers should be removed to prevent unnecessary conflicts with new device hardware driver. When system reports errors with the existing device hardware drivers, user is strongly recommended to update the driver. Current hardware device drivers can be removed or updated in Device Manager. Computer Maintenance (SN43001FP) Page 34  4.2 Error Codes and Startup Messages POST Error Codes - Examples Computer Maintenance (SN43001FP) 18  4.2 Error Codes and Startup Messages POST Error Codes - Examples Computer Maintenance (SN43001FP) 19  4.3 Troubleshooting Process Step 1: Identify the Problem During this step, gather as much information as possible from the customer and from the computer. Conversation Etiquette guidelines when talking to the 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. Computer Maintenance (SN43001FP) Page 29  4.3 Troubleshooting Process Step 1: Identify the Problem Some of the information to gather from the customer: Open-Ended and Closed-Ended Questions ▪ Open-ended questions allow customers to explain the details of the problem in their own words. Use open-ended questions to obtain general information. ▪ Based on the information from the customer, you can proceed with closed-ended questions. Closed-ended questions generally require a yes or no answer. Documenting Responses ▪ Document the information from the customer in the work order, in the repair log, and in your repair journal. Write down anything that you think might be important for you or another technician. Beep Codes ▪ If there is an error, you might hear multiple beeps. Document the beep code sequence, and research the code to determine the specific problem. Computer Maintenance (SN43001FP) Page 30  4.3 Troubleshooting Process Step 1: Identify the Problem Some of the information to gather from the customer: Device Manager ▪ displays all the devices that are configured on a computer. ▪ The operating system flags the devices that are not operating correctly with an error icon. ▪ A yellow triangle with an exclamation point indicates that the device is in a problem state. ▪ A red X means that the device is disabled, removed, or Windows can't locate the device. ▪ An arrow down means the device has been disabled. ▪ A yellow question mark indicates that the system does not know which driver to install for the hardware. Computer Maintenance (SN43001FP) Page 33  4.4 Common Problems and Solutions PC Common Problems and Solutions Computer problems can be attributed to hardware, software, networks, or some combination of the three. Some common hardware problems: ▪ Storage Device - Storage device problems are often related to loose, or incorrect cable connections, incorrect drive and media formats, and incorrect jumper and BIOS settings. ▪ Motherboard and Internal Components - These problems are often caused by incorrect or loose cables, failed components, incorrect drivers, and corrupted updates. ▪ Power Supply - Power problems are often caused by a faulty power supply, loose connections, and inadequate wattage. Computer Maintenance (SN43001FP) Page 47  4.4 Common Problems and Solutions PC Common Problems and Solutions Some common hardware problems: ▪ CPU and Memory - Processor and memory problems are often caused by faulty installations, incorrect BIOS settings, inadequate cooling and ventilation, and compatibility issues. ▪ Displays – Display problems are often caused by incorrect settings, loose connections, and incorrect or corrupted drivers. Computer Maintenance (SN43001FP) Page 48  5.2 Key Activities of the First Level IT Help Desk Quick summary of the 3 Technical Support Levels First level - Initial support level responsible for basic customer issues. Second level - More in-depth technical support level than Tier I and more experienced support staff are required. Third level - Highest level of support in a three-tiered technical support model responsible for handling the most difficult or advanced problems and requires expert level troubleshooting and analysis. Computer Maintenance (SN43001FP) Page 8  5.2 Key Activities of the First Level IT Help Desk Technical Support Level One Key activities Initial support level responsible for basic user reported issues. Gather and verifying the customer’s personal information. Gather as much information as possible from the end user about the computer and problem/issue reported (details at later slides). Determine the customer’s issue by analysing the symptoms and figuring out the underlying problem. Information needs to be recorded into the issue tracking system. Once identification of the underlying problem is established, the specialist can begin sorting through the possible solutions available. Computer Maintenance (SN43001FP) Page 9  5.2 Key Activities of the First Level IT Help Desk Technical Support Level One Key activities Examples of reported issues/problem are resolving username and password problems, uninstalling/reinstalling basic software applications, verification of proper hardware and software set up, and assistance with navigating around application menus. Typically, Level One Support can handle and solve 70% to 80% of the user problems. Making the decision to escalate the reported issue/problem to Level Two. Computer Maintenance (SN43001FP) Page 10  5.3 Techniques for Effective Communication in Delivering Customer Service Know, Relate, and Understand Computer Maintenance (SN43001FP) Page 18  5.3 Techniques for Effective Communication in Delivering Customer Service Active Listening Allow the customer to tell the whole story. During the time that the customer is explaining the problem, occasionally interject some small word or phrase, such as “I understand,” or “Yes.” Do not interrupt the customer to ask a question or make a statement. Listen carefully when your customers speak and let them finish their thoughts. An open-ended question usually involves information about what the customer was doing, what they were trying to do, and why they are frustrated. After listening to the customer explain the whole problem, summarize what the customer has said. Follow-up questions should be targeted, closed-ended questions based on the information that you have already gathered. Closed-ended questions should focus on obtaining specific information. The customer should be able to answer a closed-ended question with a simple “yes” or “no” or with a factual response, such as “Windows 10.” Computer Maintenance (SN43001FP) Page 19  5.3 Techniques for Effective Communication in Delivering Customer Service Using Professional Behavior with the Customer When dealing with customers, it is sometimes easier to explain what you should not do. The following list describes things that you should not do when talking with a customer: Do not minimize a customer’s problems. Do not use jargon, abbreviations, acronyms, and slang. Do not use a negative attitude or tone of voice. Do not argue with customers or become defensive. Do not say culturally insensitive remarks. Do not disclose any experiences with customers on social media. Do not be judgmental or insulting or call the customer names. Avoid distractions and do not interrupt when talking with customers. Computer Maintenance (SN43001FP) Page 20  5.3 Techniques for Effective Communication in Delivering Customer Service Using Professional Behavior with the Customer Do not take personal calls when talking with customers. Do not talk to co-workers about unrelated subjects when talking with the customer. Avoid unnecessary holds and abrupt holds. Do not transfer a call without explaining the purpose of the transfer and getting customer consent. Do not use negative remarks about other technicians to the customer. Computer Maintenance (SN43001FP) Page 21  5.3 Techniques for Effective Communication in Delivering Customer Service Tips for Helping a Talkative Customer Do allow the customer to talk for about one minute. Do gather as much information about the problem as possible. Do politely step in to refocus the customer. This is the one exception to the rule of never interrupting a customer. Do ask as many closed-ended questions as you need to after you have regained control of the call. Do not encourage non-problem related conversation by asking social questions such as “How are you today?” Computer Maintenance (SN43001FP) Page 25  5.3 Techniques for Effective Communication in Delivering Customer Service Tips for Helping a Rude Customer Do listen very carefully, as you do not want to ask the customer to repeat any information. Do follow a step-by-step approach to determining and solving the problem. Do try to contact the customer’s favorite technician, if they have one, to see if that technician can take the call. Tell the customer, “I can help you right now, or see if your preferred technician is available.” If the customer wants the preferred technician and they are available, politely transfer the call. If the technician is not available, ask the customer if he or she will wait. If they will wait, note that in the ticket. Do apologize for the wait time and the inconvenience, even if there has been no wait time. Do reiterate that you want to solve their problem as quickly as possible. Do not ask the customer to do any obvious steps if there is any way you can determine the problem without that information. Do not be rude to the customer, even if they are rude to you. Computer Maintenance (SN43001FP) Page 26  5.3 Techniques for Effective Communication in Delivering Customer Service Tips for Helping a Knowledgeable Customer Do consider setting up a call with a level two technician, if you are a level one technician. Do give the customer the overall approach to what you are trying to verify. Do not follow a step-by-step process with this customer. Do not ask to check the obvious, such as the power cord or the power switch. Consider suggesting a reboot instead Computer Maintenance (SN43001FP) Page 27  5.3 Techniques for Effective Communication in Delivering Customer Service Tips for Helping an Angry Customer Do let the customer tell their problem without interrupting, even if they are angry. This allows the customer to release some of their anger before you proceed. Do sympathize with the customer’s problem. Do apologize for the wait time or inconvenience. Do not, if at all possible, put this customer on hold or transfer the call. Do not spend the call time talking about what caused the problem. It is better to redirect the conversation to solving the problem. Computer Maintenance (SN43001FP) Page 28  5.3 Techniques for Effective Communication in Delivering Customer Service Tips for Helping an Inexperienced Customer Do allow the customer to talk for about one minute. Do gather as much information about the problem as possible. Do politely step in to refocus the customer. This is the one exception to the rule of never interrupting a customer. Do ask as many closed-ended questions as you need to after you have regained control of the call. Do not encourage non-problem related conversation by asking social questions such as “How are you today?” Computer Maintenance (SN43001FP) Page 29