1. Chapter 2
PC Repair Fundamentals

2. Objectives
• Learn about tools you’ll need as a PC support
technician
• Learn how to develop a preventive maintenance plan
and what to include in it
• Learn how to work inside a computer case
• Learn what happens when you first turn on a PC
before the OS is loaded

3. Objectives (continued)
• Learn how to approach and solve a PC problem
• Learn how to troubleshoot a failed boot before the
OS is loaded

4. Introduction
• Basic repair skills
– Developing a maintenance plan
– Implementing a maintenance plan
– Working inside a computer case
– Following sequence of events that occur at startup
• Advanced repair skills
– Using common-sense guidelines to solve problems
– Interviewing a user
– Determining if a problem occurs before or after boot
– Troubleshooting and solving a problem of a failed boot

5. PC Support Technician Tools
• Help you maintain a computer
• Help you diagnose and repair computer problems
• Criteria for choosing tools:
– Level of PC support you expect to provide
– Amount of money you can spend
• Some essential tools:
– Ground bracelet, ground mat, or ground gloves
– Torx screwdriver set
– Recovery CD, DVD, or floppy disk for target OS
• Store tools in toolbox for PC troubleshooting

6. Figure 2-1 PC support technician tools

7. Recovery CDs
• Used to boot a system
• Also used to repair and reinstall Windows
• Primary recovery CD sources
– PC manufacturer (preferred)
– Operating system distributor, such as Microsoft
• Some hard drives have a hidden recovery partitions
– A hidden partition can be used to reinstall Windows
– A utility for creating recovery CDs may be provided
– Access hidden utilities by pressing a Fn key at startup

8. Figure 2-2 Windows Setup CD and Windows Recovery CDs
for a notebook computer

9. Loop-Back Plugs
• Used to test various ports
– Some port types: serial, parallel, USB, network
• How to use a loop-back plug
– Plug in the loop-back plug
– Run the software that comes with the plug

10. Figure 2-3 Loop-back plugs used to test serial and parallel ports

11. Cleaning Pads and Solutions
• Various types are designed for specific uses
• Example: contact cleaner
– Cleans contacts on expansion cards
• Warning: solutions may be flammable and/or toxic
• Sources of safety and emergency instructions:
– Side of the can of solution
– Material safety data sheet (MSDS)
• Adhere to safety procedures of your employer
– Example: fill out an accident report (if required)

12. Figure 2-5 Each chemical you use should have available
a material safety data sheet

13. Post Diagnostic Cards
• Report computer errors and conflicts at POST
• How to use a POST diagnostic card:
– Install card in an expansion slot on the motherboard
– Attempt to boot your system
– Record any error codes appearing in LED panel
– Look up the entry associated with the error code
• Examples of Post diagnostic cards:
– PCI Error Testing/Debug Card by Winic Corporation
– POST card V3 by Unicore Software, Inc.
– Post Code Master by MSD, Inc.

14. Figure 2-6 Post Code Master diagnostic card by MSD, Inc.

15. Personal Computer Preventive
Maintenance
• Preventive maintenance reduces number of problems
• Goals of preventive maintenance plans:
– Prevent failures
– Reduce repair costs
– Reduce downtimes
• Goal of disaster recovery plan: manage failures
• Some causes of PC failure: heat, dust, spills, viruses

16. When a PC is your Permanent
Responsibility
• Tasks and procedures to prepare for troubleshooting
– Keep good backups of data and system files
– Document all setup changes, problems, and solutions
– Protect the system against viruses and other attacks
• Always use a firewall (software or hardware barrier)
• Install and run antivirus software
• Keep Windows Updates current
– Physically protect your equipment

17. Figure 2-9 Configure antivirus software to scan e-mail and
instant message attachments and to download updates
automatically

18. Creating a Preventive Maintenance
Plan
• Plan based on history or pattern of malfunctions
– Example: PCs in dusty areas need more maintenance
• Goals common to maintenance plans
– Extend the working life of a PC
– Anticipate problems that could disrupt service
– Ensure data is secure and backed up
– Provide support to PC users
• Basic steps involved in designing a plan
– Define your overall goals
– Incorporate procedures for achieving goals

19. Dealing with Dust
• Dust accumulates in layers over components
• Two major problems due to dust blankets
– PC components directly overheat
– Cooling fans jam, also resulting in overheating
• Maintenance task: remove the layer of dust
• Two tools used to remove dust:
– Antistatic vacuum
– Compressed air

20. Preparing a Computer for Shipping
• Adverse factors to consider:
– Rough handling
– Exposure to water, heat, and cold
– Misplacement or theft of computer
• Some shipping guidelines to follow:
– Backup the hard drive onto a backup medium
– Remove inserted disks, tape cartridges, or CDs
– Coil and secure all external cords
– Separately wrap hardware components
– Purchase insurance on the shipment

21. Disposing of Used Equipment
• Various guidelines for disposing of equipment:
– Table 2-2
– Manufacturer documentation
– Local environmental regulators
• Danger posed by monitors and power supplies
– Residual charge in capacitors can cause shock
– Modern devices discharge if unplugged for 60 minutes
– Older devices may require discharge with a probe
• Destroy secondary storage devices with sensitive data

22. Table 2-2 Computer parts and how to dispose of them

23. How to Work Inside a Computer Case
• Objective: dismantle a computer, put it back together
• Some safety precautions to follow:
– Make notes that will help you backtrack
– Keep screws and spacers orderly
– Do not stack boards on top of each other
– Do not touch the chips on circuit boards
– Do not use a graphite pencil to change DIP settings
– Turn off the power, unplug and ground the computer
– Do not remove covers of monitors or power supplies
– Keep components away from hair and clothing

24. Static Electricity
• Build-up of charge due to absence of conductors
• Electrostatic discharge (ESD)
– Due to dissimilar electrical surfaces making contact
– Only 10 volts of ESD can damage PC components
– Walking across carpet generates up to 12,000 volts
• Two types of damage: catastrophic and upset failure
• Tool and methods for grounding yourself and the PC
– Ground bracelet, ground mats, static shielding bags,
antistatic gloves
• If working inside a monitor, do not ground yourself

25. Figure 2-13 A ground bracelet, which protects computer components from ESD,
can clip to the side of the computer case and eliminate ESD between you and
the case

26. Steps to Take Apart a Computer
• Essential tools:
– Ground bracelet
– Phillips-head screwdriver
– Flat-head screwdriver, paper, and pen
• Follow safety precautions at all times
• Summary of Steps 1 - 4
– 1. Enter CMOS and write down customized settings
– 2. Power down the system, unplug all components
– 3. Put the computer on a good-sized table
– 4. Remove the cover of the PC

27. Figure 2-19 Removing the cover

28. Steps to Take Apart a Computer
(continued)
• Summary of steps 5 - 11
– 5. Diagram cable connections and switch settings
– 6. Identify cables connecting drives to motherboard
– 7. Remove the cables to all drives
– 8. Remove the expansion cards
– 9. Remove the motherboard (or drives)
– 10. Remove the power supply from the case
– 11. Remove each drive (if not already removed)

29. Figure 2-33 Remove the motherboard from the case

30. Steps to Put a Computer Back
Together
• 1. Install power supply, drives, motherboard, cards
• 2. Connect all data and power cables
• 3. Plug in the keyboard, monitor, and mouse
• 4. Ask instructor to check work (if in a classroom)
• 5. Turn on the power and check PC functions

31. Understanding the Boot Process
• Key learning objectives
– Know how to boot a PC
– Understand what happens first when a PC is turned on
– Understand how an operating system is loaded

32. Booting a Computer
• Process that drives a computer to a working state
• Hard (cold) boot: turn the power switch on
• Soft (warm) boot: allow the OS to reboot
• How to soft boot Windows XP
– Click Start
– Click Turn Off Computer
– Click Restart

33. Choosing Between a Hard Boot and a
Soft Boot
• Hard boots are more stressful on machines
– Power surges through system when PC is turned on
• Reasons to choose a soft boot over hard boot
– Less stressful on the machine
– Faster due to skipping initial steps
• Some computers have a soft and hard power switch
– Soft power switch shuts down and restarts Windows
– Hard power switch cuts power and restarts machine

34. The Startup BIOS Controls the
Beginning of the Boot
• The startup BIOS gets a system up and running
• Four phases of the boot process:
– BIOS runs the POST and assigns system resources
• POST: power-on self test
– BIOS searches for and loads an OS
– OS configures system and completes its own loading
– Application software is loaded and executed

35. Figure 2-40 Boot Step 1: The ROM BIOS startup program surveys
hardware resources and needs and assigns system resources to satisfy
those needs

36. Changing the Boot Sequence
• BIOS looks to CMOS RAM to locate the OS
• Boot sequence: order of drives checked for an OS
• Change boot sequence using CMOS setup utilities
• Access CMOS setup utilities when PC is turned on
– Example: press F8 before Windows screen appears

37. Figure 2-42 Numbered steps show how BIOS searches for and begins to load
an operating system (in this example, Windows NT/2000/XP is the OS)

38. How to Troubleshoot a PC Problem
• Assume the attitude of an investigator
• Do not compound the problem by your own actions
• Look at the problem as a learning opportunity
• Ask questions until you understand the problem
• Believe that you can solve the problem

39. Steps to Solving a PC Problem
• Key advice:
– Ask good questions
– Document the process
• Four-step problem solving process:
– Step 1: Interview the user
– Step 2: Back up data
– Step 3: Solve the problem
– Step 4: Verify the fix and document the solution

40. Figure 2-44 General approach to troubleshooting

41. Troubleshooting a Failed Boot
• It takes time to acquire troubleshooting skills
• Hands-on training: troubleshooting a failed boot

42. My Computer Won’t Boot
• First step: maintain your calm
• Second step: develop a game plan
• Figure 2-45 provides a procedure
– Plan is driven by a set of yes-no questions
– Example: Does the PC boot properly?
• If no, troubleshooter is directed to another question
• If yes, troubleshooter is directed to stop (for now)

43. Figure 2-45 Use this flowchart when first facing a computer problem

44. Troubleshooting Major Subsystems
Used For Booting
• Categories of troubleshooting steps in Figure 2-45
– The electrical subsystem
– Essential hardware devices
• The motherboard, memory, and the CPU
– Video
– Reading from the hard drive
• Key aides: tables identifying error codes

45. Table 2-4 Beep codes and their meanings

46. Summary
• Some PC repair tools: recovery CDs, screwdrivers,
POST, cleaning pads and solutions, diagnostic cards
• Preventive maintenance plans extend the life of a PC
• Follow an organization’s preventive maintenance
plan, or develop one if it does not exist
• Computers present chemical and electrical hazards
• Protect components in case from ESD by grounding
yourself and the PC

47. Summary (continued)
• Assembling and reassembling a PC prepares the
technician for actual repair work
• Startup BIOS controls when the boot process begins
• Four step boot process: POST, loading the OS, OS
initializing itself, loading and executing applications
• Expert troubleshooters ask good questions
• Before tackling a problem, develop a game plan