Chapter 4

12/8/2022
Chapter 4: Preventive
Maintenance and
Troubleshooting
IT Essentials v7.0
4.1 Preventive Maintenance
© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2
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PC Preventive Maintenance Overview

Benefits to Preventive Maintenance
Preventive maintenance plans are developed based on at least two factors:
Computer location or environment - Dusty environments, such as

construction sites, requires more attention than an office environment.
Computer use - High-traffic networks, such as a school network, might

require additional scanning and removal of malicious software and
unwanted files.

Preventive Maintenance - Dust
 Use a cloth or a duster to clean the outside of
the computer case. If using a cleaning product,
put a small amount onto a cleaning cloth and
then wipe the outside of the case.
 Dust on the outside of a computer can travel

through cooling fans to the inside.
 Accumulated dust prevents the flow of air and

reduces the cooling of components.
 Hot computer components are more likely to

break down.
 Remove dust from the inside of a computer

using a combination of compressed air, a low-
air-flow ESD vacuum cleaner, and a small lint-
free cloth.
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Preventive Maintenance – Internal Components
A basic checklist of components to inspect for dust and
damage includes:
 CPU heat sink and fan assembly
 RAM modules
 Storage devices
 Adapter cards
 Cables
 Power devices
 Keyboard and mouse

Preventive Maintenance – Environmental Concerns
 An optimal operating environment for a

computer is clean, free of potential
contaminants, and within the temperature and
humidity range specified by the manufacturer.
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Preventive Maintenance – Software
Verify that installed software is current.
• Follow the policies of the organization when installing security updates,
operating system, and program updates.
Create a software maintenance schedule to:
• Review and install the appropriate security, software, and driver updates.
• Update the virus definition files and scan for viruses and spyware.
• Remove unwanted or unused programs.
• Scan hard drives for errors and defragment hard drives.
4.2 Troubleshooting Process
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Troubleshooting Process Steps

Introduction to Troubleshooting
Troubleshooting requires an organized

and logical approach to problems with
computers and other components.
Troubleshooting is a skill refined over

time.
Before you begin troubleshooting

problems, always follow the necessary
precautions to protect data on a
computer.
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Identify the Problem

Establish a Theory of Probable Cause
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Test the Theory to Determine the Cause

Establish a Plan of Action to Resolve the Problem and Implement
the Solution
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Verify Full Functionality and, If Applicable, Implement Preventive
Measures

Document Findings, Actions, and Outcomes
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Common Problems and Solutions for PCs

PC Common Problems and Solutions
 Computer problems can be attributed to hardware, software, networks, or some combination of the
three. These are 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.
 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.

Common Problems and Solutions for Storage Devices
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Common Problems and Solutions for Motherboards and Internal
Components

Common Problems and Solutions for Power Supplies
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Common Problems and Solutions for CPUs and Memory

Common Problems and Solutions for Displays
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Apply Troubleshooting Process to Computer Components and Peripherals

Personal Reference Tools
 Personal reference tools include troubleshooting guides, manufacturer manuals, quick
reference guides, and repair journals. In addition to an invoice, a technician keeps a
journal of upgrades and repairs:
 Notes - Make notes as you go through the troubleshooting and repair process. Refer to
these notes to avoid repeating steps and to determine what needs to be done next.
 Journal - Include descriptions of the problem, possible solutions that have been tried
to correct the problem, and the steps taken to repair the problem. Note any
configuration changes made to the equipment and any replacement parts used in the
repair. Your journal, along with your notes, can be valuable when you encounter similar
situations in the future.
 History of repairs - Make a detailed list of problems and repairs, including the date,
replacement parts, and customer information. The history allows a technician to
determine what work has been performed on a specific computer in the past.

Internet Reference Tools
The Internet is an excellent source of information about specific hardware problems and
possible solutions:
• Internet search engines
• News groups
• Manufacturer FAQs
• Online computer manuals
• Online forums and chat
• Technical websites
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Advanced Problems and Solutions for Hardware
13

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12/8/2022

4.1 Preventive Maintenance

PC Preventive Maintenance Overview

Computer location or environment - Dusty environments, such as

Computer use - High-traffic networks, such as a school network, might

PC Preventive Maintenance Overview

 Dust on the outside of a computer can travel

 Accumulated dust prevents the flow of air and

 Hot computer components are more likely to

 Remove dust from the inside of a computer

PC Preventive Maintenance Overview

 Keyboard and mouse

PC Preventive Maintenance Overview

 An optimal operating environment for a

PC Preventive Maintenance Overview

4.2 Troubleshooting Process

Troubleshooting Process Steps

Troubleshooting requires an organized

Troubleshooting is a skill refined over

Before you begin troubleshooting

Troubleshooting Process Steps

Troubleshooting Process Steps

Troubleshooting Process Steps

Troubleshooting Process Steps

Troubleshooting Process Steps

Troubleshooting Process Steps

Troubleshooting Process Steps

Common Problems and Solutions for PCs

Common Problems and Solutions for PCs

Common Problems and Solutions for PCs

Common Problems and Solutions for PCs

Common Problems and Solutions for PCs

Common Problems and Solutions for PCs

Apply Troubleshooting Process to Computer Components and Peripherals

Apply Troubleshooting Process to Computer Components and Peripherals

Apply Troubleshooting Process to Computer Components and Peripherals

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