Module Number6 : C-CCIT1 – Introduction to Computing - Overview of Preventive Maintenance

and the Troubleshooting Process

Time Frame : Five (5) hours

I. Overview
This module introduces preventive maintenance and the troubleshooting process. This chapter
discusses troubleshooting as a concept. Detailed troubleshooting techniques are outlined in
subsequent chapters as they apply to specific software and devices.

Preventive maintenance is a regular and systematic inspection, cleaning, and replacement of

worn parts, materials, and systems. Preventive maintenance helps to prevent failure of parts,
materials, and systems by ensuring that they are in good working order.

Troubleshooting is a systematic approach to locating the cause of a fault in a computer system. A

good preventive maintenance program helps minimize failures. With fewer failures, there is less
troubleshooting to do, thus saving an organization time and money. Preventive maintenance can
also include upgrading certain hardware or software such as a hard drive that is making noise,
upgrading memory that is insufficient, or installing software updates for security or reliability.

Troubleshooting is a learned skill. Not all troubleshooting processes are the same, and
technicians tend to refine their troubleshooting skills based on knowledge and personal
experience. Use the guidelines in this chapter as a starting point to help develop your
troubleshooting skills. Although each situation is different, the process described in this chapter
will help you to determine your course of action when you are trying to solve a technical problem
for a customer. (CiscoPress, 2010)

II. Desired Learning Outcomes

At the end of this module, the learner should be able to:

● Explain why preventive maintenance must be performed on personal computers

● Identify the steps of the troubleshooting process

III. Content / Discussion

Module 6 Chapter 4 Overview of Preventive Maintenance and the Troubleshooting Process

(5 hours.)

1. Chapter Overview

This module discusses the concepts of preventive maintenance and the troubleshooting process.
▪ Regular preventive maintenance reduces hardware and software problems.
▪ Before beginning any repair, back up the data on a computer.
▪ The troubleshooting process is a guideline to help you solve computer problems in an efficient manner.
▪ Document everything that you try, even if it fails. The documentation that you create is a useful resource
for you and other technicians. (IT Essentials: PC Hardware and Software., 2014)

2. Course Content
Faculty: MAYBELL L. PANLAQUI 1|Page
 Overview of Preventive Maintenance and the Troubleshooting Process

a. Preventive Maintenance

b. Troubleshooting Process

3. Discussion

 Online Discussion
Benefits of Preventive Maintenance
Reduces potential hardware and software problems, computer downtime, and repair costs by:
▪ Improving data protection
▪ Extending the life of the components
▪ Improving equipment stability
Preventive Maintenance Tasks
Hardware tasks include:
▪ Remove dust from fans, power supply, internal components, and peripherals, clean the mouse, keyboard,
and, display, check for and secure any loose cables.

Software tasks include:

▪ Review and install appropriate OS, security and driver updates, regularly update virus definition files,
regularly scan for virus and spyware, remove unwanted programs, regularly scan hard drive for errors.
Clean the Case and Internal Components
▪ Dust or dirt can accumulate inside the computer.
▪ Accumulated dirt and dust block airflow inside the case.
▪ Use a low-air-flow ESD vacuum cleaner
▪ Make sure to keep the following internal components clean: Heat sink and fan assembly, RAM, adapter
cards, motherboard, fans, power supply and internal drives.
Inspect Internal Components
▪ Examine the computer on a regular schedule.
▪ The main components to inspect are: CPU heat sink and fan assembly, RAM, storage devices, adapter
cards, screws, cables, power devices, keyboard and mouse.
Environmental Concerns
▪ Computers should not be operated in harsh environmental conditions.
▪ Due to their mobile nature, laptops are subject to various environmental conditions.
Guidelines to help ensure optimal computer operating performance include:
▪ Do not obstruct vents or airflow to the internal components.
▪ Keep the room temperature between 45 to 90 degrees Fahrenheit (7 to 32 degrees Celsius).
▪ Keep the humidity level between 10 and 80 percent.
Introduction to Troubleshooting
▪ Requires an organized and logical approach to problems.
▪ Eliminates variables and identifies causes of problems in a systematic order.
▪ Troubleshooting skills get better with experience.
▪ Before troubleshooting, protect user data.
Identify the Problem
▪ Ask the customer questions and be respectful.
▪ Use both open-ended and closed-ended questions.
▪ Listen to beep codes.
▪ Use BIOS or UEFI to identify POST problems.
▪ Use Event Viewer, Device Manager, Task Manager and other diagnostics tools to help identifying the
problem.
Establish a Theory of Probable Cause
Faculty: MAYBELL L. PANLAQUI 2|Page
▪ Create a list of the most common reasons for the error.
▪ List the easiest or most obvious causes at the top and more complex causes at the bottom.
▪ Research the symptoms.
Test the Theory to Determine Cause
▪ Test your theories one at a time.
▪ If none of the theories can be confirmed, create new ones.
Establish a Plan of Action to Resolve the Problem and Implement the Solution
▪ Write down a plan to solve the identified problem.
▪ May require simple or complex procedures.
Verify Full System Functionality and, if applicable, Implement Preventive Measures
▪ The troubleshooting process is not over until full system functionality is confirmed.
▪ If the system is working properly, implement preventive measures if needed.
Document Findings, Actions and Outcomes
▪ Explain the problem to the customer, both verbally and in writing.
▪ The customer should try to reproduce the problem after the solution has been implemented.
▪ Document the entire process for future reference.
PC Common Problems and Solutions
Computer problems can be attributed to hardware, software, networks, or some combination of the
three.
Common PC hardware problems include:
▪ Storage device problems
▪ Motherboard and internal components problems
▪ Power supply problems
▪ CPU and memory problems
Source: (IT Essentials: PC Hardware and Software., 2014)

Online Videos - Chapter 4 Preventive Maintenance and Troubleshooting, Troubleshooting Process

Steps
 https://www.youtube.com/watch?v=GQSUeIPw-3Q

Lecture 4 Troubleshooting and Maintenance (with demos) | Computer Hardware & Software
Architecture
⮚ https://www.youtube.com/watch?v=3_GPm3RhBVE

Computer Preventive Maintenance Training by ComputerAfterCare

 https://www.youtube.com/watch?v=rtZCnNCsQ2E

4. Terminologies

Faculty: MAYBELL L. PANLAQUI 3|Page

● Hardware Maintenance - involves taking care of the computer's physical components, such as its
keyboard, hard drive and internal CD or DVD drives.
● Software Maintenance - is the act of fine-tuning a software product. It’s about repair, upkeep and
ongoing optimisation.
● Preventive Maintenance - is maintenance that is regularly performed on a piece of equipment to
lessen the likelihood of it failing.
● Troubleshooting - is a form of problem solving, often applied to repair failed products or processes
on a machine or a system. It is a logical, systematic search for the source of a problem in order to solve
it, and make the product or process operational again.

IV. Rubrics

Conditions Grade Equivalent

Faculty: MAYBELL L. PANLAQUI 4|Page

 1 100 % of the laboratory activity/exercise was
90-100
complete and the expected output are correct

2 75% of the laboratory activity/exercise was

80-89
complete and the expected output are correct

3 50 % of the laboratory activity/exercise was

75-79
complete and the expected output are correct

4 Below 50 % of the laboratory activity/exercise was

60-74
complete and the expected output are correct

5 Nothing was accomplished / Absent 60

Rubrics for Reflection/Essay

4 3 2 1

Expert Accomplished Capable Beginner

Features

Quality of Writing Piece was written Piece was written in Piece had little Piece had no
in an an interesting style style or voice style or voice
extraordinary and voice
Gives some new Gives no new
style and voice
Somewhat information but information
Very informative informative and poorly organized and very poorly
and well- organized organized
organized

Grammar, Usage Virtually no Few spelling and A number of So many

& Mechanics spelling, punctuation errors, spelling, spelling,
punctuation or minor grammatical punctuation or punctuation
grammatical errors grammatical errors and
errors grammatical
errors that it
interferes with
the meaning

V. References
Cisco Networking Academy Program: Introduction to Networks. (2014). Indianapolis: Cisco Press.
Information Technology: Fundamentals. (2015). Jimczyville Publications.
Kim, D. (2018). Fundamentals of Information Systems Security. Jones & Bartlett Learning.
O'Leary, T. J. (2013). Computing Essentials 2013: Making IT Work You. New York: McGraw-Hill Technology
Education.

Faculty: MAYBELL L. PANLAQUI 5|Page

Robertazzi, T. (2017). Introduction to Computer Networking. Springer.
Solomon, M. G. (2015). Fundamentals of Communications and Networking. Jones & Barlett Learning.
Vermaat, M. (2014). Discovering Computers: Technology in a World of Computers, Mobile Devices and the
Internet. Australia: Cengage Learning.
CHETMUOY. (2020). Chapter 4 Preventive Maintenance and Troubleshooting, Troubleshooting Process
Steps. Retrieved June 16, 2020, from Youtube: https://www.youtube.com/watch?v=GQSUeIPw-3Q
CiscoPress. (2010). Basics of Preventive Maintenance and Troubleshooting. Retrieved June 15, 2020, from
https://ptgmedia.pearsoncmg.com/:
https://ptgmedia.pearsoncmg.com/images/9781587132636/samplechapter/
9781587132636_ch04.pdf
COMPTIA IT Fundamentals. (n.d.). Retrieved June 3, 2018, from COMPTIA:
https://certification.comptia.org/certifications/it-fundamentals
Heros, N. (2020). Lecture 4 Troubleshooting and Maintenance (with demos) | Computer Hardware &
Software Architecture. Retrieved June 15, 2020, from Youtube: https://www.youtube.com/watch?
v=3_GPm3RhBVE
IT Essentials. (n.d.). Retrieved June 4, 2018, from Cisco Networking Academy:
https://www.netacad.com/courses/os-it/it-essentials
IT Essentials: PC Hardware and Software. (2014). Retrieved June 6, 2018, from Cisco Networking
Academy:
http://ptgmedia.pearsoncmg.com/images/9781587132636/samplepages/158713263X.pdf

Powell, D. (2013). Computer Preventive Maintenance Training by ComputerAfterCare. Retrieved June 15,
2020, from Youtube: https://www.youtube.com/watch?v=rtZCnNCsQ2E

Faculty: MAYBELL L. PANLAQUI 6|Page