Hawassa University

IoT, Faculty of Informatics

Department of Information Technology

Course Code InTe3031

Course Title Computer Maintenance and Technical Support

Target Group IT (BSc.)

Year /Semester Year: III, Semester: II

INSTRUCTOR: SOLOMON D. MARCH, 2023

Chapter One

Introduction
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Contents

 Basics of computer system and Technical support

 Internal component
 Hazardous material disposal
 Safe lab procedure and proper tool use
 Preventive maintenance and troubleshooting
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1.1 Describe a computer system (1)

 It is an electronics device that accepts input, processes

data, stores data, and produces output, all according to a
series of stored instructions.
 A computer system consists of hardware and software
components.
 Hardware is the physical equipment such as the case,
storage drives, keyboards, monitors, cables, speakers,
motherboards and others.
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1.1 Describe a computer system (2)

 The term software includes the operating system and

programs.
 The operating system instructs the computer how to operate.
These operations may include identifying, accessing, and
processing information. Programs or applications perform
different functions.
 Programs vary widely depending on the type of information
that will be accessed or generated.
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Technical support

 A PC technician support is a professional who does

troubleshooting, maintenance, installation and repairs of
computer hardware and diagnoses software issues.

 The professionals are usually available to provide technical

assistance and support to any employee using a PC for work.
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1.2 Internal Components

Identify the internal components

 Motherboard
 Buses
 CPUs
 Cooling systems
 Memory
 Adapter cards
 Expansion slots
 Storage drives
 Internal cables
1.3 Safe Lab Procedures and Proper Tool use 8

1.3.1 Introduction

 This topic covers basic safety practices for the workplace, hardware
and software tools, and the disposal of hazardous materials.
 Safety guidelines helps to protect individuals from accidents and injury
and protect equipment from damage.
 Some of these guidelines are designed to protect the environment
from contamination by discarded materials. Stay alert to situations
that could result in injury or damage to equipment.
 Warning signs are designed to alert you to danger. Always watch for
these signs and take the appropriate action according to the warning
given.
1.3 Safe Lab Procedures and Proper Tool use 9

1.3.1 Introduction
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1.3.2 The purpose of safe working conditions
and procedures

 Safe working conditions help to prevent injury to people and damage

to computer equipment.
 A safe workspace is clean, organized, and properly lighted.
 Follow proper procedures for handling computer equipment to
reduce the risk of personal injury, damage to property, and loss of
data.
 Any damage or loss may result in claims for damage from the owner
of the property and data.
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1.3.2.1 General Safety Guidelines (1)

 Follow the basic safety guidelines to prevent cuts, burns, electrical

shock, and damage to eyesight. As is best practice, make sure that a
fire extinguisher and first-aid kit are available in case of fire or injury.
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1.3.2.1 General Safety Guidelines (2)

 CAUTION: Power supplies and monitors contain very high voltage.

 Do not wear the antistatic wrist strap when repairing power supplies or
monitors.
 CAUTION: Some printer parts may become very hot when in use and
other parts may contain very high voltages.
 Make sure that the printer has had time to cool before making the repair.
Check the printer manual for locations of various components that may
contain high voltages. Some components may retain high voltages even
after the printer is turned off.
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Hazardous material disposal

Electronic equipment may contain heavy metals and other materials

that can be hazardous to human health and the environment.
Computers and electronic equipment typically contain:
 Lead: Computer monitors contain a picture tube known as a cathode
ray tube (CRT). CRT's contain leaded glass, and are the largest source
of lead in municipal waste. Solder used in printed circuit boards may
also contain lead.
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Hazardous material disposal…..

 Cadmium - The largest source of cadmium in municipal waste is

rechargeable nickel-cadmium (NiCd) batteries. These batteries are
found in portable devices.
 It is considered a cancer-causing agent.
 Mercury - Some electronic equipment also contains recoverable
quantities of mercury, which is a toxic metal.
The proper disposal or recycling of hazardous computer components is
a global issue.
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Hazardous material disposal…..

 There are a few different standard hazardous waste disposal methods.

Another increasingly popular way to handle it is to recycle it. While
recycling is preferable to other methods, it is not always viable.
 Treatment is another way to approach waste rather than simply
disposing of it.
 The three top disposal methods
 Underground disposal
 Landfill disposal
 Ocean dumping
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1.3.2.2 Identify safety procedures to protect
equipment from damage and data from loss (1)

 Electrostatic discharge (ESD), harsh climates, and poor-quality

sources of electricity can cause damage to computer equipment.
Follow proper handling guidelines, be aware of environmental issues,
and use equipment that stabilizes power to prevent equipment
damage and data loss.
 ESD
Static electricity is the buildup of an electric charge resting on a surface.
This buildup may destroy a component and cause damage. This is
known as electrostatic discharge (ESD).
 ESD can be destructive to the electronics in a computer system.
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1.3.2.2 Identify safety procedures to protect
equipment from damage and data from loss (2)

 At least 3,000 volts of static electricity must build up before a person

can feel ESD.
 Forexample, static electricity can build up on you as you walk
across a carpeted floor. When you touch another person, you both
receive a shock. If the discharge causes pain or makes a noise, the
charge was probably above 10,000 volts.
 By
comparison, less than 30 volts of static electricity can damage a
computer component.
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1.3.2.2 Identify safety procedures to protect
equipment from damage and data from loss (3)

ESD Protection Recommendations

 ESD can cause permanent damage to electrical components. Follow
these recommendations to help prevent ESD damage:
 Keep all components in antistatic bags until you are ready to install them.
 Use grounded mats on workbenches.
 Use grounded floor mats in work areas.
 Use antistatic wrist straps when working on computers.
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1.3.2.2 Identify safety procedures to protect
equipment from damage and data from loss (4)

 Climate
Climate affects computer equipment in a variety of ways:
 If the environment temperature is too high, equipment can overheat.
 If the humidity level is too low, the chance of ESD increases.
 If the humidity level is too high, equipment can suffer from moisture
damage.
 Proper ventilation (cooling) system can resolve climate problem.
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1.3.2.2 Identify safety procedures to protect
equipment from damage and data from loss (5)

 Power Fluctuation Types

The following types of AC power fluctuations can cause data loss or
hardware failure:
 Blackout– complete loss of AC power. A blown fuse, damaged
transformer, or downed power line can cause a blackout.
 Brownout – reduced voltage level of AC power that lasts for a
period of time. Brownouts occur when the power line voltage drops
below 80% of the normal voltage level. Overloading electrical
circuits can cause a brownout.
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1.3.2.2 Identify safety procedures to protect
equipment from damage and data from loss (6)

 Noise– interference from generators and lightning. Noise results in

unclean power, which can cause errors in a computer system.
 Spike– sudden increase in voltage that lasts for a very short period
and exceeds 100% of the normal voltage on a line. Spikes can be
caused by lightning strikes, but can also occur when the electrical
system comes back on after a blackout.
 Power surge – dramatic increase in voltage above the normal flow
of electrical current. A power surge lasts for a few nanoseconds, or
one-billionth of a second.
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1.3.2.2 Identify safety procedures to protect
equipment from damage and data from loss (7)

 Power Protection Devices:

To help shield against power fluctuation issues, use protection devices
to protect the data and computer equipment:
1. Surge Suppressor – helps protect against damage from surges and
spikes. A surge suppressor diverts extra electrical voltage on the line to
the ground.
2. Uninterruptible Power Supply (UPS) – helps protect against potential
electrical power problems by supplying electrical power to a
computer or other device. The battery is constantly recharging while
the UPS is in use. The UPS is able to supply a consistent quality of power
when brownouts and blackouts occur.
 UPS provides constant power, while an SPS only provides power when the main power source fails

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1.3.2.2 Identify safety procedures to protect
equipment from damage and data from loss (8)

 Standby Power Supply (SPS) – helps protect against potential

electrical power problems by providing a backup battery to supply
power when the incoming voltage drops below the normal level. The
battery is on standby during the normal operation. When the voltage
decreases, the battery provides DC power to a power inverter.
 This device is not as reliable as a UPS because of the time it takes to
switch over to the battery. If the switching device fails, the battery will
not be able to supply power to the computer.
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1.3.3 Identify tools and software used with personal
computer components and their purposes (1)

 For every job there is the right tool. Make sure that you are familiar
with the correct use of each tool and that the right tool is used for the
current task. Skilled use of tools and software makes the job less
difficult and ensures that tasks are performed properly and safely.
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1.3.3 Identify tools and software used with personal
computer components and their purposes (2)

Computer Maintenance Toolkit

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1.3.3.1 Identify hardware tools and their purpose (1)

 A toolkit should contain all of the tools necessary to complete

hardware repairs. As you gain experience, you will learn which tools to
have available for different types of jobs.
 Hardware tools are grouped into these four categories:
 ESD tools
 Hand tools
 Cleaning tools
 Diagnostic tools
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1.3.3.1 Identify hardware tools and their purpose (2)

 1. ESD Tools: The antistatic wrist strap protects computer equipment

when grounded to a computer chassis. The antistatic mat protects
computer equipment by preventing static electricity from
accumulating on the hardware or on the technician.
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1.3.3.1 Identify hardware tools and their purpose (3)

 2. Hand tools: Most tools used in the computer assembly process are
small hand tools. They are available individually or as part of a
computer repair toolkit. Toolkits range widely in size, quality, and price.
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1.3.3.1 Identify hardware tools and their purpose (4)

 3. Cleaning Tools: Having the appropriate cleaning tools is essential

when maintaining or repairing computers. Using these tools ensures
that computer components are not damaged during cleaning.
Example: soft cloth and compressed air.
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1.3.3.1 Identify hardware tools and their purpose (5)

 4. Diagnostic Tools: A digital multi-meter and a loopback adapter are

used to test hardware.
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1.3.3.2 Identify software tools and their purpose (1)

 A technician must be able to use a range of software tools to help

diagnose problems, maintain hardware, and protect the data stored
on a computer.
 Disk Management Tools
You must be able to identify which software to use in different situations.
Disk management tools help detect and correct disk errors, prepare a
disk for data storage, and remove unwanted files.
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1.3.3.2 Identify software tools and their purpose (2)

 Fdisk or Disk Management – used to create and delete partitions on a

hard drive.
 Format – used to prepare a hard drive to store information.
 Scandisk or Chkdsk – used to check the integrity of files and folders on
a hard drive by scanning the disk surface for physical errors.
 Defrag – used to optimize space on a hard drive to allow faster
access to programs and data.
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1.3.3.2 Identify software tools and their purpose (3)

 Disk Cleanup – used to clear space on a hard drive by searching for

files that can be safely deleted.
 System File Checker (SFC) – a command-line utility that scans the
operating system critical files and replaces any files that are corrupted
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1.4 Preventive Maintenance

Preventive Maintenance
 It 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.
 A good preventive maintenance program helps minimize
failures. With fewer failures, there is less troubleshooting to do,
thus saving and organization time and money.
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The Purpose of Preventive Maintenance

 Preventive Maintenance reduces the probability of

hardware or software problems by systematically and
periodically checking hardware and software to ensure
proper operation.
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Preventive Maintenance for Hardware

 Check the condition of cables, components and peripherals.

 Clean components to reduce the likelihood of overheating.
 Repair or replace any components that show signs of damage.
Use the following tasks as a guide to create a hardware maintenance
program:
 Remove dust from fan intakes.
 Remove dust from the power supply.
 Remove dust from components inside the computer.
 Clean the mouse and keyboard.
 Check and secure loose cables.
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Preventive Maintenance for Software (1)

 Verify that installed software is current.

 Follow the policies of the organization when installing security updates,

operating system updates, and program updates. Many organizations
do not allow updates until extensive testing has been completed. This
testing is done to confirm that the update will not cause problems with
the operating system and software.
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Preventive Maintenance for Software (2)

 Use the tasks listed as a guide to create a software maintenance

schedule that fits the needs of your computer equipment:
 Review security updates.
 Review software updates.
 Review driver updates.
 Update virus definition files.
 Scan for viruses and spyware.
 Remove unwanted programs
 Scan hard drive for errors.
 Defragment hard drives.
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Benefits of Preventive Maintenance

 Be proactive in computer equipment maintenance and data protection.

By performing regular maintenance routines, you can reduce potential
hardware and software problems. Regular maintenance routines
reduce computer downtime and repair costs.
 The following are the benefits of preventive maintenance:
 Increases data protection
 Extends the life of the components
 Increases equipment stability
 Reduces repair costs
 Reduces the number of equipment failures
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1.5 Troubleshooting

Troubleshooting
 Is a systematic approach to locating the cause of a fault in
a computer system.
 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.
 Is a skill that you will refine over time. Each time you solve
another problem, you will increase your troubleshooting skills
by gaining more experience.
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Identify the Steps of the Troubleshooting Process (1)

 Troubleshooting requires an organized and logical approach

to problems with computers and other components.

 A logical approach to troubleshooting allows you to eliminate

variables in a systematic order. Asking the right questions,
testing the right hardware, and examining the right data helps
you understand the problem. This helps you form a proposed
solution to try.
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Identify the Steps of the Troubleshooting Process (2)

 The following troubleshooting process is a guideline that you can modify

to fit your needs.
 Explain the purpose of data protection.
 Identify the problem.
 Establish a theory of probable causes.
 Test the theory to determine the exact cause.
 Establish a plan of action to resolve the problem and implement the solution.
 Verify the full system functionality, and if applicable, implement preventive measures.
 Document finding, actions and outcomes.
End of Chapter One