Comp tia a+_session_03

CompTIA A+ Certification: A Comprehensive Approach
Installing Windows XP Professional Using Attended Installation
for all 2006 Exam Objectives
Objectives

In this session, you will learn to:
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
conduct business in a professional manner.

Ver. 1.0 Session 3 Slide 1 of 38

Tools of the Trade

The common hardware and software tools used by
professional personal computer technicians are:
Multimeters
Loopback plugs
Hardware toolkit
Software diagnostic tools


Multimeters

• A multimeter is an electronic instrument used to measure
voltage, current, and resistance.

Digital multimeter Analog multimeter


Loopback Plugs

• A loopback plug is a special connector used for diagnosing
transmission problems that redirects electrical signals back
to the transmitting system.

Crosses over transmit/receive lines


Types of Hardware Toolkits

The different types of hardware toolkits that are commonly
used in PC maintenance and repair are:
Basic
Network
Circuit board


Software Diagnostic Tools

• A software diagnostic tool or utility is a computer repair
tool that contains software routines that test hardware and
software components for problems.


Firmware

• Firmware is software stored in memory chips that retains
data whether or not power to the computer is on.

}/* Startup sequence */
Contains code to
fix errors or if
support new ((usd=socket(AF_INET,SOCK_DGRAM,IPPROTO_
hardware UDP))==-1)
Internet
{perror
("socket");exit(1);}
setup_receive(usd, INADDR_ANY,
udp_local_port);
setup_transmit(usd, hostname,
NTP_PORT);
Firmware_update.exe primary_loop(usd, probe_count,
cycle_time);
close(usd);
return 0;
}
Firmware
manufacturer

Programmable ROM chip


The System BIOS

• A Basic Input/Output System (BIOS) is a set of
instructions that is stored in Read Only Memory and that is
used to start the most basic services of a computer system.

ROM BIOS chip


CMOS RAM

• Complementary Metal Oxide Semiconductor 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


The Power-On Self Test (POST)

• POST is a built-in diagnostic program that is run every time
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


Hard Drive Self Tests

HDD manufacturers provide a diagnostic tool that enables a
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


Software Diagnostic Tests

Software diagnostics tests assist you in detecting, repairing,
and preventing hardware and software problems.


Electrical Safety

The most common electrical states and electrical hazards
which PC technicians face are:
Static Electricity
Electrostatic Discharge (ESD)
Electrical Hazards
• Electrocution
• Electric shock
• Burns
• Collateral injuries


Static Electricity

Static electricity is a build-up of a stationary electrical
charge on an object.

Object 1 Object 2

Object 1
Object 2


Electrostatic Discharge

Electrostatic discharge (ESD) occurs when electrons rush
from one body with a static electrical charge to another with
an unequal charge.


ESD Prevention Techniques

You can protect against ESD in your work environment by:
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.


An ESD Toolkit

An ESD-protection equipment includes:
Wrist or ankle strap
Grounded floor mat or grounded work-surface mat
Anti-static bags
ESD smock


Electrical Hazards

The following are some potential electrical hazards you
should be aware of when servicing a PC:
Electrocution (fatal)
Electric shock
Burns
Collateral injuries


Environmental Safety and Materials Handling

Some potential environmental hazards you might face as a
PC technician are:
Atmospheric Hazards
Situational Hazards
Physical Hazards
Chemical Hazards
Liquid Hazards


Safety Precautions for Physical Hazards

To minimize the physical hazards associated with
computing 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


Safety Precautions for Physical Hazards (Contd..)

Eyestrain
• Special glasses
• Artificial tears
Noise
Keep printers separate
Noise reduction hoods


Chemical Hazards

To minimize the chemical hazards associated with
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.


Liquid Hazards

Hazardous liquids are used sometimes to clean or condition
computing equipments. Always read the labels carefully and
follow instructions of using hazardous liquids.


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 procedures


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.


Hazardous Material Disposal Procedures

Proper disposal of hazardous materials is an essential part
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
disposed of following your company’s guidelines.


Perform Preventative Maintenance

Some general considerations for preventive maintenance
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


Computer Component Maintenance Techniques

The following are some preventative maintenance
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


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
Latex gloves


Activity 3-4

Activity on Performing
Preventative Maintenance


Activity 3-5

Activity on Using a UPS


Troubleshooting Theory

The following are the general factors that will apply in any
troubleshooting situation:
Backups
Assessment
Simple solutions
Research
Documentation


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.


Communication Skills

Using the proper communication skills when dealing with
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


Communication Skills (Contd.)

Listening skill includes:
• Listen to the user
• Allow the user to complete statments
• Employ passive listening techniques
• Employ active listening techniques


Professional Conduct

Acting in a professional manner when dealing with
colleagues and clients provides a work environment where
problems can be solved efficiently. The following
Appearance
Respect
Accountability
Confidentiality
Ethics
Honesty
Prioritizing
Verbal communication


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
• Collateral injuries


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.


Comp tia a+_session_03

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