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Mike Meyers’ CompTIA A+® Guide to

Managing and Troubleshooting PCs

Third Edition

The Complete PC TechChapter 27

© 2010 The McGraw-Hill Companies, Inc. All rights reserved

Mike Meyers’ CompTIA A+® Guide to

Managing and Troubleshooting PCs

Third Edition

Overview

• In this chapter, you will learn how to

– Describe how computers work

– Implement a troubleshooting methodology

– Describe a technician’s toolkit

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Mike Meyers’ CompTIA A+® Guide to

Managing and Troubleshooting PCs

Third Edition

How Computers Work

• Somewhat redundant at this point but recapped here– Three key components when you run an application

• Input• Processing• Output(Storage also

needed as source for files)

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Mike Meyers’ CompTIA A+® Guide to

Managing and Troubleshooting PCs

Third Edition

Computing Process—Game Example

• Same process in a game– Input with keyboard or mouse– Processed by OS, CPU, and servers– Output by sound and video cards

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Mike Meyers’ CompTIA A+® Guide to

Managing and Troubleshooting PCs

Third Edition

Computing Process—Game Example (continued)

• Communicating withservers

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Mike Meyers’ CompTIA A+® Guide to

Managing and Troubleshooting PCs

Third Edition

Troubleshooting Theory

• A set of mental steps combined with computing knowledge to diagnose and fix a computer– Identify the problem– Establish a theory of probable cause (question the

obvious)– Test the theory– Establish plan and implement solution– Verify system works and preventive measures– Document findings, actions, and outcomes

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Mike Meyers’ CompTIA A+® Guide to

Managing and Troubleshooting PCs

Third Edition

Identify the Problem

• Ask the user about recent changes and perform backups before “fixing” anything– Don’t be accusatory– Offer to perform a backup

of all critical information

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Mike Meyers’ CompTIA A+® Guide to

Managing and Troubleshooting PCs

Third Edition

Establish a Theory of Probable Cause

• Don’t overlook obvious solutions in favor of serious troubleshooting– Take a look outside the case

• Damaged or mangled connectors• Broken/disconnected cables or wires• Is the system running hot?• Strange sounds or vibrations• Smell anything odd?

– Now look inside the case• Physical damage• Bulging or ruptured capacitors• Fans running• Strange smells, sounds, or vibrations

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Mike Meyers’ CompTIA A+® Guide to

Managing and Troubleshooting PCs

Third Edition

Test the Theory

• Usually means verifying something is broken– If confirmed, develop the next

steps to resolve the problem– If not confirmed, develop a new

theory

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Mike Meyers’ CompTIA A+® Guide to

Managing and Troubleshooting PCs

Third Edition

Establish Plan and Implement Solution

• Once you’ve identified the cause, determine how you can implement the corrective actions

• If it’s beyond your skills, escalate the problem– Don’t be afraid to ask for help

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Mike Meyers’ CompTIA A+® Guide to

Managing and Troubleshooting PCs

Third Edition

Verify and Prevent

• Verifying makes sure the customer is happy– Watch the customer use the

system for a few minutes

• If applicable, educate the customer on how to avoid this problem again

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Mike Meyers’ CompTIA A+® Guide to

Managing and Troubleshooting PCs

Third Edition

Document Findings, Actions, and Outcomes

• Documenting problems allows you to track a machine’s history, enabling long-term decisions

• Also helps fellow technicians if they have to follow up

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Mike Meyers’ CompTIA A+® Guide to

Managing and Troubleshooting PCs

Third Edition

Tech Toolkit

• Be prepared with thetools for the job– Tech Toolkit (discussed

in Chapter 2)– Also bring FRUs

(spare parts)

• Backup– Ensure the user’s data is backed up before taking

action that could compromise the data

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Mike Meyers’ CompTIA A+® Guide to

Managing and Troubleshooting PCs

Third Edition

Utilities

• Many times, Windows utilities are not enough– Third-party vendors can supply outstanding tools

for the most common issues• Malware cleaners (on a bootable optical disk/thumb drive)• Anti-malware programs• Boot tools• Password clearer• Zip file tool• Backup

– Don’t forget your FRUs (spare parts)• RAM, video cards, NICs, power supplies, etc.

© 2010 The McGraw-Hill Companies, Inc. All rights reserved

Mike Meyers’ CompTIA A+® Guide to

Managing and Troubleshooting PCs

Third Edition