A+ Hardware and Software tools

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In this session, you will learn to:
Objectives
Identify common hardware and software tools used by
professional personal computer technicians.
Identify the best practices for PC technicians to follow to
promote electrical safety.
Identify the best practices for PC technicians to follow to
promote environmental safety and proper handling of
materials.
Identify and apply the general preventative maintenance best
practices that PC technicians should employ.
Identify the general diagnostics and troubleshooting best
practices that PC technicians should employ.
Identify best practices for PC technicians to use to
communicate appropriately with clients and colleagues and
Ver. 1.0 Session 3 Slide 1 of 38
conduct business in a professional manner.
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The common hardware and software tools used by
Tools of the Trade
professional personal computer technicians are:
Multimeters
Loopback plugs
Hardware toolkit
Software diagnostic tools
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A multimeter is an electronic instrument used to measure
Multimeters
voltage, current, and resistance.
Digital multimeter Analog multimeter
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A loopback plug is a special connector used for diagnosing
Loopback Plugs
transmission problems that redirects electrical signals back
to the transmitting system.
Crosses over transmit/receive lines
Ver. 1.0 Session 3 Slide 4 of 38
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The different types of hardware toolkits that are commonly
Types of Hardware Toolkits
used in PC maintenance and repair are:
Basic
Network
Circuit board
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A software diagnostic tool or utility is a computer repair
Software Diagnostic Tools
tool that contains software routines that test hardware and
software components for problems.
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Firmware is software stored in memory chips that retains
Firmware
data whether or not power to the computer is on.
Contains code to
}/* Startup sequence */
Internet
if
((usd=socket(AF_INET,SOCK_DGRAM,IPPROTO_
UDP))==-1)
{perror
("socket");exit(1);}
setup_receive(usd, INADDR_ANY,
Co ta s fix errors or
support new
hardware
Firmware_update.exe
udp_local_port);
setup_transmit(usd, hostname,
NTP_PORT);
primary_loop(usd, probe_count,
cycle_time);
close(usd);
Firmware
manufacturer
return 0;
}
Ver. 1.0 Session 3 Slide 7 of 38
Programmable ROM chip
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A Basic Input/Output System (BIOS) is a set of
The System BIOS
instructions that is stored in Read Only Memory and that is
used to start the most basic services of a computer system.
Ver. 1.0 Session 3 Slide 8 of 38
ROM BIOS chip
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Complementary Metal Oxide Semiconductor RAM
CMOS RAM
(CMOS RAM) is special memory that has its own battery to
help it keep track of its data even when the power is turned
off.
CMOS RAM chip
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Power-POST is a built-in diagnostic program that is run every time
The Power On Self Test (POST)
a personal computer starts up.
The following hardware components are checked during
POST:
Power supply
CPU
BIOS
CMOS RAM
Memory
I/O bus or I/O controller
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HDD manufacturers provide a diagnostic tool that enables a
Hard Drive Self Tests
hard disk drive to test itself when the computer starts.
HDD self test can be:
Built into drive’s firmware
Separate utility available for download from the drive
manufacturer’s website
Ver. 1.0 Session 3 Slide 11 of 38
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Software diagnostics tests assist you in detecting, repairing,
Software Diagnostic Tests
and preventing hardware and software problems.
Ver. 1.0 Session 3 Slide 12 of 38
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The most common electrical states and electrical hazards
Electrical Safety
which PC technicians face are:
Static Electricity
Electrostatic Discharge (ESD)
Electrical Hazards
Electrocution
Electric shock
Burns
Collateral injuries
Ver. 1.0 Session 3 Slide 13 of 38
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Static electricity is a build-up of a stationary electrical charge
Static Electricity
on an object.
Object 1 Object 2
Object Object 1
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2
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Electrostatic discharge (ESD) occurs when electrons rush
Electrostatic Discharge
from one body with a static electrical charge to another with
an unequal charge.
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You can protect against ESD in your work environment by:
ESD Prevention Techniques
Eliminating unnecessary activities that create static charges.
Removing unnecessary materials that are known charge
generators.
Using anti-static vacuums for cleaning computer components.
Using anti-static materials.
Grounding conductive materials.
Using anti-static bags to store computer components.
Using an air ionizer, which releases negative ions into the air.
Humidifying the air to speed up static discharge from
insulators.
Grounding yourself before touching electronic equipment.
Ver. 1.0 Session 3 Slide 16 of 38
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An ESD-protection equipment includes:
An ESD Toolkit
Wrist or ankle strap
Grounded floor mat or grounded work-surface mat
Anti-static bags
ESD smock
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The following are some potential electrical hazards you
Electrical Hazards
should be aware of when servicing a PC:
Electrocution (fatal)
Electric shock
Burns
Collateral injuries
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Handling
Some potential environmental hazards you might face as a
Environmental Safety and Materials PC technician are:
Atmospheric Hazards
Situational Hazards
Physical Hazards
Chemical Hazards
Liquid Hazards
Ver. 1.0 Session 3 Slide 19 of 38
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To minimize the physical hazards associated with computing
Safety Precautions for Physical Hazards
environments, you should understand the following
recommendations:
Use cord protectors to prevent tripping
Laser
Never point a laser beam in someone’s eyes.
Never look directly at a laser beam.
Never disable safety mechanisms when servicing a device with
an embedded lasers.
RSI
Rest
Therapy
Surgery
Prevention
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Hazards (Contd..)
Eyestrain
Safety Precautions for Physical Special glasses
Artificial tears
Noise
Keep printers separate
Noise reduction hoods
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To minimize the chemical hazards associated with
Chemical Hazards
computing environments, you should understand the
following recommendations:
If you spill laser printer toner avoid cleaning it up with regular
vacuum cleaner. Do not use warm water to wash toner off
from hands.
Thoroughly wash your hands after handling capacitors.
Handle batteries carefully as they contains dangerous
chemicals.
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Hazardous liquids are used sometimes to clean or condition
Liquid Hazards
computing equipments. Always read the labels carefully and
follow instructions of using hazardous liquids.
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The Materials Safety Data Sheet (MSDS)
MSDS give users and emergency personnel information about
the proper procedures of storage and handling of a hazardous
substance.
MSDS includes the information about the following items:
Physical data
Toxicity
Health effects
First aid
Reactivity
Storage
Safe-handling and use precautions
Disposal
Protective equipment
Spill/leak Ver. 1.0 Session 3 Slide 24 of 38
procedures
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Incident Reports
An incident report is a record of any instance where a person
is injured or computer equipment is damaged due to
environmental issues.
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Material Disposal Proper disposal of hazardous materials is an essential part
Hazardous Procedures
of maintaining a safe work environment.
Display devices, Liquid cleaners and empty containers
Follow your company’s guidelines for disposing of CRT tubes
and liquid cleaning materials & containers.
Toner
Empty toner cartridges should not be tossed into the trash
because of the damage the residual chemicals can do to the
environment.
Ozone filter
Follow the manufacturer’s recommendations for replacement and
disposal of a laser printer’s ozone filter.
Batteries
Used batteries should not be tossed into the trash, but should be
company’s guidelines
Ver. 1.0 Session 3 Slide 26 of 38
disposed of following your company s guidelines.
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Maintenance
Some general considerations for preventive maintenance
Perform Preventative that apply to virtually all components are:
Visual/audio inspection
Driver/firmware updates
Scheduling preventative maintenance
Using appropriate repair tools and cleaning materials
Ensuring proper environment
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The following are some preventative maintenance
Computer Component Maintenance Techniques
techniques you can use to maintain personal computer
components:
Use a power strip, surge protector, or Uninterruptible Power
Supply (UPS)
Clean peripheral components
Clean internal system components
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Cleaning Compounds and Materials
The following are the cleaning materials for computers:
Monitor and keyboard wipes
Lint-free cloths
Rubbing alcohol
Household cleaners
Cotton swabs
Window cleaners
Toothpicks
Artist’s paint brush
Compressed air
Computer vacuum
Toner cloth
Mask
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Latex gloves
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Activity 3-4
Activity on Performing
Preventative Maintenance
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Activity 3-5
Activity on Using a UPS
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Troubleshooting Theory
The following are the general factors that will apply in any
troubleshooting situation:
Backups
Assessment
Simple solutions
Research
Documentation
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The Troubleshooting Process
The troubleshooting process moves through the following
logical stages:
Identify the problem.
Analyze the problem, including potential causes (hardware,
software, or both).
Test related components to solve the problem or identify a
likely solution.
Implement the identified solution.
Evaluate results.
Document activities and outcomes.
Verify user satisfaction.
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Using the proper communication skills when dealing with
Communication Skills
clients and colleagues provides professional environment
that is conducive to solving the problem at hand.
Verbal communication includes:
Use test and discretion in communication
Use clear, concise, and direct statements
Avoid using jargons
Use timing to set the pace of conversation
Non-verbal communication includes:
Use proper body language
Use the proper level of eye contact
Use facial expressions to reinforce the spoken message
Be aware of physical positioning and gesture
Be aware of the effect of tone and voice
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Communication Skills (Contd.)
Listening skill includes:
Listen to the user
Allow the user to complete statments
Employ passive listening techniques
Employ active listening techniques
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Professional Acting in a professional manner when dealing with
Conduct
colleagues and clients provides a work environment where
problems can be solved efficiently. The following
Appearance
Respect
Accountability
Confidentiality
Ethics
Honesty
Prioritizing
Verbal communication
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Summary
In this lesson, you learned that:
The common hardware and software tools used by
professional personal computer technicians are:
Multimeters
A loopback plug
Hardware toolkit
Software diagnostic tools
The most common electrical states and electrical hazards
which PC technicians face are:
Static Electricity
Electrostatic Discharge (ESD)
Electrical Hazards
Electrocution
Electric shock
Burns
Ver. 1.0 Session 3 Slide 37 of 38
Collateral injuries
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Summary (Contd.)
Some potential environmental hazards you might face as a
PC technician are:
Atmospheric Hazards
Situational Hazards
Physical Hazards
Chemical and Liquid Hazards
Using the proper communication skills when dealing with clients
and colleagues.
Acting in a professional manner when dealing with colleagues and
clients.
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