It essentials chapter 4

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• #2: Cisco Networking Academy program IT Essentials: PC Hardware and Software v4.0 Chapter 6: Laptops and Portable Devices
• #3: Slide 3 – Chapter 6 Objectives Upon completion of this Chapter, students will be able to perform tasks related to: 6.1 Describe laptops and other portable devices 6.2 Identify and describe the components of a laptop 6.3 Compare and contrast desktop and laptop components 6.4 Explain how to configure laptops 6.5 Compare the different mobile phone standards 6.6 Identify common preventive maintenance techniques used for laptops and portable devices 6.7 Describe how to troubleshoot laptops and portable devices
• #4: Slide 6 - Introduction 6.0 Chapter Introduction Do you know when the first laptops were developed? Who do you think used the early laptops? One of the original laptops was the GRiD Compass 1101. It was used by astronauts on space missions in the early 1980s. It weighed 11 lb (5 kg) and cost US $8,000 - $10,000! Laptops today often weigh less than one-half the weight and cost less than one-third the price of the GRiD. The compact design, convenience, and evolving technology of laptops have made them as popular as desktops. Laptops, Personal Digital Assistants (PDAs), and Smartphones are becoming more popular as their prices decrease and technology continues to progress. As a computer technician, you need to have knowledge of portable devices of all kinds. This chapter focuses on the differences between laptops and desktops and describes the features of PDAs and Smartphones. After completing this chapter, students will meet these objectives: Describe laptops and other portable devices. Identify and describe the components of a laptop. Compare and contrast desktop and laptop components. Explain how to configure laptops. Compare the different mobile phone standards. Identify common preventive maintenance techniques for laptops and portable devices. Describe how to troubleshoot laptops and portable devices.
• #5: Slide 7 – Laptops and Portable Devices 6.1 Describe laptops and other portable devices Notebooks, laptops, and tablets are types of portable computers. For clarity and consistency in this course, all portable computers will be called "laptops". Today, laptops are very popular because advances in technology have resulted in laptops that cost less, weigh less, and have improved capabilities. PDAs and Smartphones are examples of portable, hand-held devices that are becoming more popular. PDAs offer features such as games, web surfing, e-mail, instant messaging, and many other features offered by PCs. Smartphones are cell phones with many built-in PDA capabilities. After completing this section, you will meet these objectives: Identify some common uses of laptops. Identify some common uses of PDAs and Smartphones.
• #6: Slide 8 – Common Uses of Laptops 6.1.1 Identify some common uses of laptops Common uses of laptops include: Taking notes in school or researching papers Presenting information in business meetings Accessing data away from home or the office Playing games while traveling Watching movies while traveling Accessing the Internet in a public place Sending and receiving email in a public place Can you think of other uses for laptops? Other uses for a laptop are traditional desktop functions plus portability (Office productivity, doctor offices, filling out forms, utility meter readers)
• #7: Slide 9 – Common Uses of PDAs and Smartphones 6.1.2 Identify some common uses of PDAs and Smartphones The PDA is an electronic personal organizer with tools to help organize information: Address book, Calculator, Alarm clock, Internet access, Email, Global positioning. The Smartphone is a mobile phone with PDA capabilities. Other uses of PDAs and Smartphones are to take phone calls, voice memos, taking notes, text messaging, browsing the internet, reading eBooks, playing games, internet chat, music, contacts, calendar and GPS. Student Activity: The student course content includes the worksheet, 6.1.2 Research Laptops, Smart Phones, and PDAs. To complete this worksheet, students will conduct research on laptops and other portable devices they would like to own. In this activity, students will list the details of the features and specifications along with the purchase price. Students might use various resources to gather this information. Resources may include the Internet, a newspaper, and/or a visit to a local store or advertisements.
• #8: Slide 10 – The Components of a Laptop 6.2 Identify and describe the components of a laptop Common laptop features: Small and portable Integrated display screen in lid Integrated keyboard AC power source or rechargeable battery Hot-swappable drives and peripherals Some type of docking station or port replicator to connect to peripherals In this section, students will look closely at the components of a laptop and will also examine a docking station. Remember, laptops and docking stations come in many models. Components may be located in different places on different models. After completing this section, students will meet these objectives: Describe the components found on the outside of the laptop. Describe the components found on the inside of the laptop. Describe the components found on the laptop docking station.
• #9: Slide 11 – Components Outside of a Laptop 6.2.1 Describe the components found on the outside of a laptop The virtual laptop is used to illustrate the components found on the outside of the laptop. Potential misconception: Not all laptops are the same. The virtual laptop will have components that are not found on all laptops. Also, the location of each component may vary. There are six outside views available in the virtual laptop. Top view of the virtual laptop The Bluetooth status LED indicates when the Bluetooth wireless transceiver is enabled. Bluetooth is a wireless industry standard that enables portable devices to communicate over short distances. The battery status LED indicates the condition of the computer battery. A laptop computer can use a battery or an AC power adapter to operate. The type of battery and how the laptop is used affects how long a battery charge will last. The Standby LED indicates the power status of the laptop. Standby mode reduces the amount of electricity used by the laptop by shutting off the monitor, hard drive, and CPU. A small amount of electricity is used to keep the RAM active and to make the data available. A laptop computer may enter standby mode when it has not been used for a predefined amount of time.
• #10: Slide 12 – Components Outside of a Laptop 6.2.1 Describe the components found on the outside of a laptop Rear view of the virtual laptop The battery bay is a connector that is used to attach a laptop battery. The AC power connector is a connector that is used to attach the AC power adapter to the laptop and to charge the battery. The parallel port is a socket that is used to connect a device such as a printer or scanner.
• #11: Slide 13 – Components Outside of a Laptop 6.2.1 Describe the components found on the outside of a laptop Left side view of the virtual laptop The security keyhole is a hard point in the laptop frame that is used to attach a security cable. The Universal Serial Bus (USB) port is a socket that is used to connect one or more peripherals. The S-video port is a four-pin mini-DIN connector that is used to output video signals to a compatible device. S-video separates the brightness and color portions of a video signal. The RJ-11 modem port is a device that is used to connect the laptop to a standard telephone line. The modem can be used to connect the computer to the Internet, to fax documents, and to answer incoming calls. The Ethernet port is an RJ-45 socket that is used to connect the laptop to a cabled local area network. The two network LEDs are lights that indicated the status of the network connection. The green link light indicates network connectivity. The outer LED light indicates the traffic to and from the laptop. The headphone jack is a socket that is used to output audio signals to connected stereo headphones or speakers. The microphone jack is a socket that is used to connect a microphone used for audio input. The ventilation grill is a series of vents that allow hot air to be expelled from the interior of the laptop. The PC combination card slot is an expansion slot that supports the PCExpress expansion cards in the top slot and PC cards in the bottom slot.
• #12: Slide 14 – Components Outside of a Laptop 6.2.1 Describe the components found on the outside of a laptop Front view of the virtual laptop The infrared port is a line-of-sight wireless transceiver that is used for data transmission. Speakers are an output device that converts audio signals produced within the laptop to sound. The laptop latch is a lever that is used to open the laptop lid. The ventilation grill is a series of vents that allow hot air to be expelled from the interior of the laptop.
• #13: Slide 15 – Components Outside of a Laptop 6.2.1 Describe the components found on the outside of a laptop Right side view of the virtual laptop The optical drive is a disk drive that is used to read and write to CDs and DVDs. The optical drive activity indicator is an LED that illuminates when the drive is in use. The drive bay status indicator is an LED that illuminates when a drive is installed in the laptop bay. The VGA port is a 15-pin socket that connects to external displays and projectors.
• #14: Slide 16 – Components Outside of a Laptop 6.2.1 Describe the components found on the outside of a laptop Underside view of the virtual laptop The hard drive access panel is a cover that provides access to the internal hard drive bay. The two battery latches are levers that are used when inserting, removing or securing the laptop battery. The docking connector is a socket that is used to attach a laptop to a docking station. The RAM access panel is a cover that provides access to the expansion memory. Optional Student Activity: The student course content includes an optional virtual laptop activity for students to explore the different views of the virtual laptop. This student activity should be performed in the Explore Mode of the virtual laptop. System requirements to use the virtual laptop include a minimum of 512MB RAM and Windows 2000 or XP.
• #15: Slide 17 – Components Inside of a Laptop 6.2.2 Describe the components found on the inside of the laptop The virtual laptop is also used to illustrate the components found on the inside of a laptop. There are two inside views. Open inside view of the virtual laptop The keyboard is a compact input device and has multi-functional keys. The volume controls are buttons that control audio output. The input devices are the touch pad, which consists of right and left click buttons, and a pointer controller. The touchpad and pointer controller can be used instead of a mouse for the laptop. The power button is a control that turns the laptop on and off. The fingerprint reader is an input device used for security authentication.
• #16: Slide 18 – Components Inside of a Laptop 6.2.2 Describe the components found on the inside of the laptop LEDs inside of the virtual laptop The wireless LED indicates the activity of the wireless network connection. The Bluetooth status LED indicates when the Bluetooth wireless transceiver is enabled. Bluetooth is a wireless industry standard that enables portable devices to communicate over short distances. The num lock LED indicates the on/off status of the 10-key number pad. The caps lock LED indicates the on/off status of the caps lock. The hard drive activity LED indicates the activity of the hard drive. The power on LED indicates the on/off status of the laptop. The battery status LED indicates the condition of the laptop battery. A laptop can use a battery or an AC power adapter to operate. The hibernate or standby LED indicates whether the computer is in standby mode or if it is entering or leaving hibernate mode. Optional Student Activity: The student course content includes an optional virtual laptop activity for students to explore the virtual laptop keyboard. This student activity should be performed in the Explore Mode of the virtual laptop. System requirements to use the virtual laptop include a minimum of 512MB RAM and Windows 2000 or XP.
• #17: Slide 19 – Components on a Docking Station 6.2.3 Describe the components found on the laptop docking station Top view of the virtual laptop docking station The docking connector is a socket that is used to attach a laptop to a docking station. The eject button is a lever that releases the laptop from the docking station so that the laptop can be removed. The power button is a control that turns the power on and turns the power off to the laptop when the laptop is connected to the docking station.
• #18: Slide 20 – Components on a Docking Station 6.2.3 Describe the components found on the laptop docking station Rear view of docking station The exhaust vent is an outlet that expels hot air from the interior of the docking station. The AC power connector is a socket that is used to connect the AC power adapter to the docking station. The Ethernet port is an RJ-45 socket that is used to connect the laptop to a cabled local area network. The RJ-11 modem port is a device that is used to connect the laptop to a standard telephone line. The modem can be used to connect the computer to the Internet, to fax documents, and to answer incoming calls. The PC combination card slot is an expansion slot that supports the PC Express expansion cards in the top slot and PC cards in the bottom slot. The serial port is a socket that is used to connect a device such as a mouse or trackball. The VGA port is a 15-pin socket that allows output to external displays and projectors. The parallel port is a socket that is used to connect a device such as a printer or scanner. The DVI port is a socket that is used to attach a digital video monitor. The external-diskette-drive connector is a socket that is used to connect an external disk drive. The headphone connector is a socket that is used to attach an audio output device. The Line In connector is a socket that is used to attach an audio source. The Universal Serial Bus (USB) port is a socket that is used to connect one or more peripherals. The keyboard port is a PS/2 socket that is used to attach an external keyboard. The mouse port is a PS/2 socket that is used to attach an external mouse.
• #19: Slide 21 – Components on a Docking Station 6.2.3 Describe the components found on the laptop docking station Right side view of docking station The key lock is a socket into which a key is inserted to lock the laptop to the docking station. Optional Student Activity: The student course content includes an optional virtual laptop activity for students to explore the different views of the virtual laptop docking station. This student activity should be performed in the Explore Mode of the virtual laptop. System requirements to use the virtual laptop include a minimum of 512MB RAM and Windows 2000 or XP. Student Activity: The student course content includes the worksheet, 6.2.3 Laptop Docking Stations. To complete this worksheet, students will review statements about the virtual laptop docking station and mark each statement as either “True” or “False”.
• #20: Slide 22 – Compare Laptop Components and Desktop Components 6.3 Compare and contrast desktop and laptop components Desktop components tend to be standardized. They usually meet universal form factors. Laptop components are much more specialized than desktop components. This difference is because laptop manufacturers focus on refining laptop components to make them more efficient and compact. As a result, manufacturers design laptop components to follow their own specific form factors. Laptop components are proprietary, so you may not be able to use components made by one laptop manufacturer to repair a laptop made by another manufacturer. NOTE: Technicians may have to obtain certification for each laptop manufacturer that they support.   After completing this section, students will meet these objectives: Compare and contrast desktop and laptop motherboards. Compare and contrast desktop and laptop processors. Compare and contrast desktop and laptop power management. Compare and contrast desktop and laptop expansion capabilities.
• #21: Slide 23 – Compare Motherboards 6.3.1 Compare and contrast desktop and laptop motherboards Desktop motherboards have standard form factors, which allow desktop motherboards from different manufacturers to be interchangeable. Laptop motherboards vary by manufacturer and are proprietary. It is strongly recommended that you obtain a replacement motherboard from the manufacturer of the laptop.
• #22: Slide 24 – Compare CPUs 6.3.2 Compare and contrast desktop and laptop processors The central processing unit (CPU), or processor, is the brain of the computer. The CPU interprets and processes instructions that are used to manipulate data. Laptop processors are designed to use less power and create less heat than desktop processors. As a result, laptop processors do not require cooling devices that are as large as those found in desktops. Laptop processors also use CPU throttling to modify the clock speed as needed to reduce power consumption and heat. This results in a slight decrease in performance. It also increases the lifespan of some components. These specially designed processors allow a laptop to operate for a longer period of time when using a battery power source. NOTE: Technicians should refer to the laptop manual for processors that can be used as replacement processors and for processor replacement instructions. Common Error: Lower voltage does not necessarily equal lower speed.
• #23: Slide 25 – Compare Power Options 6.3.3 Compare and contrast desktop and laptop power management Power management controls the flow of electricity to the components of a computer. Desktops are usually set up in a location where they remain plugged into a power source. Desktop power management distributes electricity from the source to the components of the desktop. There is also a small battery in the desktop that provides electricity to maintain the internal clock and BIOS settings when the desktop is powered off. When the laptop is plugged in, laptop power management sends electricity from the AC power source to the laptop components. When the laptop is unplugged, laptop power management takes electricity from the battery and sends it to the laptop components. There are two methods of power management: Advanced Power Management (APM) is an earlier version of power management. With APM, the BIOS was used to control the settings for power management. Advanced Configuration and Power Interface (ACPI) has replaced APM. ACPI offers additional power management features. With ACPI, the operating system controls power management.  
• #24: Slide 26 – Compare Expansion Capabilities 6.3.4 Compare and contrast desktop and laptop expansion capabilities Many expansion devices can be used with both laptops and desktops – external drives, modems, network cards, wireless adapters, printers, and other peripherals. Expansion devices are attached to laptops and desktops differently. A desktop attaches these devices with serial, parallel, USB, and FireWire ports. A laptop attaches these devices with the same ports and PC Cards. USB and FireWire standards make it possible to connect and remove external components without the need to power off the system. Desktops have internal bays that support 5.25" and 3.5" drives. Additionally, there is space to install other permanent expansion drives. Laptops have limited space so the expansion bays on laptops are designed to allow different types of drives to fit into the same bay. Drives are hot-swappable and are inserted or removed as needed.
• #25: Slide 27 – Compare Expansion Capabilities 6.3.4 Compare and contrast desktop and laptop expansion capabilities Laptops use the PC Card slot to add functionality. The PC Card slot uses an open standard interface to connect to peripheral devices using the CardBus standard. PC Cards follow the PCMCIA standard. They come in three types: Type I, Type II, and Type III. Each type of PC Card is different in size and can attach to different devices. A newer type of PC Card is called the PC ExpressCard. The PC ExpressCard has 34-pin and 54-pin configurations. Suppose you need to purchase a wireless NIC for a laptop. Which type of PC Card would you select?   Teaching Strategy: A USB wireless NIC could be used with a laptop or desktop. A PC card wireless NIC could be used with any laptop that has the appropriate PC card socket. An ExpressCard wireless NIC could be used with any laptop that has the appropriate ExpressCard socket. Some laptops use an internal wireless NIC that fits in a Mini-PCI slot. Student Activity: The student course content includes the worksheet, 6.3.4 Laptop Expansion. To complete this worksheet, students will answer questions regarding the details of laptop expansion.
• #26: Slide 28 – Configure Laptops 6.4 Explain how to configure laptops To allow applications and processes to run smoothly, it may be necessary to configure and allocate system resources, install additional components and plug-ins, or change environmental settings to match software requirements. Adding external components is usually accomplished through the use of Plug and Play, but occasionally driver installation and additional configuration may be required. Proper configuration of the power settings will help you get the maximum performance from a laptop, such as increasing the length of time the laptop can be used on battery power. A laptop can be customized for specific purposes by adding external components. For example, a second hard drive can be installed in a laptop to provide additional storage capacity. Components need to be carefully inserted or connected to bays, connectors, and proprietary expansion areas to avoid damage to the equipment. It is important to follow safe removal procedures when disconnecting hot-swappable and non-hot-swappable devices.   After completing this section, students will meet these objectives: Describe how to configure power settings. Describe the safe installation and removal of laptop components.
• #27: Slide 29 – Configure Laptop Power Settings 6.4.1 Describe how to configure power settings Proper configuration of the power settings will help you get the maximum performance from a laptop, such as increasing the length of time the laptop can be used on battery power. The Advanced Configuration and Power Interface (ACPI) standards create a bridge between the hardware and OS and allow technicians to create power management schemes to get the best performance from the computer. The ACPI standards can be applicable to most computers, but they are particularly important when managing power in laptops. NOTE: There is no standard name for each power management state. Manufacturers may use different names for the same state. 
• #28: Slide 30 – Checking the ACPI Settings in the BIOS 6.4.1 Describe how to configure power settings Technicians frequently are required to configure power settings by changing the settings found in BIOS. Configuring power settings in BIOS affects the following conditions: System states Battery and AC modes Thermal management CPU PCI bus power management NOTE: When working in Windows XP, the ACPI power management mode must be enabled in BIOS to allow the OS to configure all of the power management states.  Here are the steps to check the ACPI settings in the BIOS: Enter BIOS setup by pressing the appropriate key or key combination while the computer is booting. Typically this is the Delete key or the F2 key, but there are several other options. Locate and enter the “Power Management settings” menu item. Use the appropriate keys to enable ACPI mode. Save and Exit BIOS setup. NOTE: These steps are common to most laptops and should be used only as a guideline. Be sure to check your laptop manual for specific configuration settings. 
• #29: Slide 31 – Power Settings in Windows XP 6.4.1 Describe how to configure power settings You can adjust power management by using Power Options in the Control Panel. The Power Options displays only the options that can be controlled.  NOTE: Power Options will automatically detect devices that may be unique to your computer. Therefore the Power Options windows may vary by the hardware that is detected.  To configure your power settings, click: Start > Control Panel > Power Options Power Schemes are a collection of settings that manage the power usage of the computer. Both the hard drive and the display consume large amounts of power. They can be configured under the Power Schemes tab.  When you open Power Options, you will notice that Windows XP has preset power schemes. These are the default settings and were created when Windows XP was installed. You can use the default Power Schemes or create customized schemes that are based on specific work requirements. If you do not want to completely shut down the laptop, you have two options – Standby and Hibernate. Standby – Documents and applications are saved in RAM, allowing the computer to power on quickly Hibernate – Documents and applications are saved to a temporary file on the hard drive, and will take a little longer than Standby to power on. In Windows XP, you can set the low battery warnings. There are two levels: Low Battery Alarm and Critical Battery Alarm. The Low Battery Alarm will warn you that the battery is low. The Critical Battery Alarm will initiate a forced standby, hibernate, or shutdown. Student Activity: The student course content includes the worksheet, 6.4.1 ACPI Standards. To complete this worksheet, students will write in the appropriate ACPI standard to match the power management state description.
• #30: Slide 32 – Replacing Laptop Components 6.4.2 Describe the safe installation and removal of laptop components Remember always to make sure that you have the correct replacement component and tools as recommended by the manufacturer. Some components are hot-swappable, which means they can be removed and replaced while the computer is on. NOTE: Each laptop manufacturer uses unique hardware installation and removal procedures. Check the laptop manual for specific installation information and follow safety installation and ESD precautions. CAUTION: Always disconnect power and remove the battery before installing or removing laptop components that are not hot-swappable.  The student course content details the steps for replacing a battery, an optical drive, a hard drive, expansion memory, a PC expansion card, and a hot-swappable device. CAUTION: On some laptops, the PC Card, Optical Drive, and USB devices are hot-swappable. However, the internal hard drive, RAM and battery are NOT hot-swappable. Optional Student Activity: The student course content includes an optional virtual laptop activity for students to replace components and devices in the virtual laptop. This student activity should be performed in the Explore Mode of the virtual laptop. System requirements to use the virtual laptop include a minimum of 512MB RAM and Windows 2000 or XP.
• #31: Slide 33 – Mobile Phone Standards 6.5 Compare the different mobile phone standards When people began to use cell phones, there were few industry-wide standards applying to cell phone technology. Without standards, it was difficult and expensive to make calls to people that were on another network. Today, cell phone providers use industry standards, which make it easier to use cell phones to make calls.  When the industry started, most cell phone standards were analog. Today, cell phone standards are mostly digital.  NOTE: Cell phone standards have not been adopted uniformly around the world. Some cell phones are capable of using multiple standards, whereas others can use only one standard. As a result, some cell phones can operate in many countries and other cell phones can only be used locally.  The student course content details the five generations of cell phone standards. New technologies that add multimedia and networking functionality can be bundled with cell phone standards. This table lists common technologies that may be added to the cell phone bundle of services. Most cell phone providers will charge extra for adding these features. 
• #32: Slide 34 – Proper Cleaning Procedures 6.6 Identify common preventive maintenance techniques used for laptops and portable devices It is important to keep a laptop clean and to ensure that it is being used in the most optimal environment possible. This section covers preventive maintenance techniques for the laptop.  After completing this section, students will meet these objectives: Identify appropriate cleaning procedures. Identify optimal operating environments 6.6.1 Identify appropriate cleaning procedures Always read all warning labels on the cleaning products. Consult the laptop manual for additional information and cleaning suggestions. The student course content details cleaning procedures for various parts of a laptop CAUTION: Do not spray cleaning solution directly onto the LCD display. Use products specifically designed for cleaning LCD displays CAUTION: Use a soft, lint-free cloth with an approved cleaning solution to avoid damaging laptop surfaces. Apply the cleaning solution to the lint-free cloth, not directly to the laptop.
• #33: Slide 35 – Optimal Operating Environments 6.6.2 Identify optimal operating environments An optimal operating environment for a laptop is clean, free of potential contaminants, and within the temperature and humidity range specified by the manufacturer. Follow these guidelines to help ensure optimal operating performance from your laptop: Pack laptops and all accessories securely to prevent damage during transport.   Clean the laptop frequently to remove dust and potential contaminants. Do not obstruct vents or airflow to internal components. A laptop can overheat if air circulation is obstructed. Keep the room temperature between 45 to 90 degrees Fahrenheit (7 to 32 degrees Celsius). Keep the humidity level between 10 to 80 percent. Note: Temperature and humidity recommendations will vary by laptop manufacturer. You should research these recommended values, especially if you plan to use the laptop in extreme conditions.
• #34: Slide 36 - Troubleshooting 6.7 Describe how to troubleshoot laptops and portable devices When troubleshooting problems with laptops or portable devices, you should determine if a repair is cost-effective. To determine the best course of action, the cost of the repair should be compared to the replacement cost of the laptop or portable device less the salvage value. 
• #35: Slide 37 – Troubleshooting Process When troubleshooting problems with laptops or portable devices, you should determine if a repair is cost-effective. To determine the best course of action, compare the cost of the repair with the replacement cost of the laptop or portable device less the salvage value.  Because many portable devices change rapidly in design and functionality, portable devices are often more expensive to repair than to replace. For this reason, portable devices are usually replaced, whereas laptops can be replaced or repaired.  Follow the steps outlined in this section to accurately identify, repair, and document the problem. The troubleshooting process:  Gather data from the customer Verify the obvious issues Try quick solutions first Gather data from the computer Evaluate the problem and implement the solution Close with the customer After completing this section, students will meet these objectives: Review the troubleshooting process. Identify common problems and solutions.
• #36: Slide 38 – 1. Gather Data from the Customer 6.7.1 Review the troubleshooting process The first step in the troubleshooting process is to gather data from the customer. The technician must organize the information about the customer, the device and the reported problem. Often a work order is used to collect this information. Open-ended questions cannot be answered with “yes” or “no” answers. The purpose of open-ended questions is to allow the customer to explain the history of the problem and the details of when the problem happened in their own words. Utilizing open-ended questions may take a long period of time and may not give the technician the specific details needed to troubleshoot the problem. Examples of open-ended questions: What are the problems that you are experiencing with the laptop? What software has been installed recently? What was happening when you first experienced the problem? What system changes were made on the laptop recently? Closed-ended questions can usually be answered with “yes” or “no” answers. Closed-ended questions guide the customer to the specific details about the computer and the error messages. This type of question can help a technician focus in on an error and locate the exact problem once a potential solution is being tested. However the technician may not ask the exact question needed to obtain the details of the problem. Examples of closed-ended questions: Is the laptop under warranty? Is the laptop currently using the battery as the power source? Is the battery charged more than 50%? Can the laptop operate using the AC adapter? Can the laptop boot and show the operating system desktop? When a customer is not able to accurately describe the problem, there are other ways to evaluate the situation in the next steps of the troubleshooting process.
• #37: Slide 39 – 2. Verify the Obvious Issues 6.7.1 Review the troubleshooting process Examine the most obvious causes of a problem. Loose or improper connections Sometimes a problem can be solved by something as simple as finding a loose or improper connection. Check the Device Manager for information. A component may need to be removed and reinserted properly. Power issues Check the battery LED and the AC power LED. Is the correct AC adapter being used? Is the battery or the AC adapter damaged? Is the wall outlet supplying power? Wireless network issues Check wireless network LED and Ethernet LED. Check Network Connections in Control Panel. Check wireless signal strength. Sound and audio issues Function (Fn) keys can cause error messages if used incorrectly and may affect audio and video. Fn keys control these features on most laptops; volume, mute, LCD brightness, and external monitor. Stylus issues The stylus or digitizer controls the position of the screen cursor by responding to the pressure of a stylus on the PDA screen. The stylus may need to be re-calibrated or re-aligned. Clean the screen. Check the settings for the stylus.
• #38: Slide 40 – 3. Try Quick Solutions First 6.7.1 Review the troubleshooting process If you identify simple problems and solutions early, you can save significant amounts of time for the technician and money for the client. Here are some quick solutions: Reboot the computer. Many problems can be resolved by rebooting the computer. Verify BIOS settings. BIOS settings may have been altered by mistake. BIOS can be reset to the default setting to undo any changes made by the user. Remove or unplug unnecessary peripherals. Removing a peripheral eliminates a variable that has the potential to cause a problem. If the problem is eliminated by removing peripherals, the technician can observe as peripherals are added back to the system. The last peripheral added before a problem recurs is likely to be the cause of the problem and may need to be checked for the correct system resource assignment. Use the Last Known Good Configuration option. If the laptop has a problem caused from adding a new application, driver, or device, Last Known Good Configuration will allow you to boot the computer with the same settings that you had prior to the problem.
• #39: Slide 41 – 4. Gather Data from the Computer 6.7.1 Review the troubleshooting process Data gathered from the laptop can be used to confirm the problem description given by the customer. System Properties Device Manager Network Settings Power Options Event Viewer Operating System Information Error messages Beep sequences
• #40: Slide 42 – 5. Evaluate Problem & Implement Solution 6.7.1 Review the troubleshooting process Evaluate the information you have from the customer and from the laptop Determine possible solutions Consider talking to other people that work with technology. Always consult the available documentation, search the web for white papers, and review technical information Implement the best one
• #41: Slide 43 – 6. Close with the Customer 6.7.1 Review the troubleshooting process The technician must completely document the customer contact information, problem description, and steps to resolve the issue in the work order. Explain to the customer each step you took to solve the problem. The customer needs to understand what caused the problem in order to avoid future errors of the same nature. Turn on the laptop and let the customer verify that the problem has been solved. Finally, have the customer reboot the system and check for any problems.   Give the customer the invoice for the repair and explain the charges for labor and repair parts. Provide the customer with manuals or other product documentation, if available. If any parts were replaced, give the customer the broken or replaced items. Answer any questions the customer may have. Make sure to maintain a technician repair journal that details the process you used to solve each problem. You never know when something you learned from one repair can help in another. You can use the notes from the journal for future reference and to build a knowledge database.   NOTE: A repair is final when you have thoroughly tested the laptop and completed all paperwork.
• #42: Slide 44 – Common Problems and Solutions 6.7.2 Identify common problems and solutions Computer problems can be attributed to hardware, software, networks, or some combination of the three. You will resolve some types of computer problems more often than others. Other common printer problems and possible causes to consider: Problem: LCD laptop screen is not displaying anything. Possible solution might be to disconnect any external monitors and use Fn key sequence to activate the LCD. Problem: Image on the LCD screen is too dim. Possible solution might be to swap laptop to AC power and adjust brightness controls for the LCD. Problem: Image on the LCD screen contains a black border. Possible solution might be to adjust display resolution setting. Student Activity: The student course content includes the worksheet, 6.7.2 Research Laptop Problems. The instructor will provide the student with specifications of a particular laptop. Based on that information, the student will research the Internet for the manufacturer site, other websites providing resources to support and maintain that laptop and details of any service notices regarding the laptop specified.
• #43: Slide 40 – Chapter 6 Summary Some of the important concepts to remember from this module:  Laptops and PDAs are becoming increasingly popular due to reduced costs, lighter weights, increased capabilities, and battery power for portability. PDAs and Smartphones are small handheld devices with many of the capabilities of a computer, such as an address book, calendar, e-mail, and Internet access. Laptops and desktops have ports that are virtually the same, so peripherals are interchangeable. Laptops can use docking stations or port replicators to quickly connect to desktop peripherals and AC power. Desktop and laptop components, such as motherboards, are not interchangeable. Additionally, laptop components tend to be proprietary to each manufacturer and designed with unique form factors. The laptop CPU is designed to use less power and create less heat than the desktop computer. It uses CPU throttling to reduce power consumption and heat. Functionality of the laptop can be expanded by adding components via PC Card or ExpressCard slots and USB, Firewire, and parallel ports. An important component of laptop portability is the ability to run on battery power. The current method of managing power is through the operating system with the Advanced Configuration and Power Interface (ACPI). The ACPI standard defines six power management states. There are several components of a laptop that may need to be replaced. Steps are defined to replace the battery, optical drive, hard drive, memory, and PC Cards. Cell phone standards were developed in the 1980s. The current third-generation standards enable cell phones to share some laptop functions, such as e-mail, Internet access, address, and calendar functions. Standards have not been adopted worldwide. Preventive maintenance will ensure optimal operation of the laptop. It is important to keep the laptop clean and in safe environments. It is critical to use the correct materials and techniques when cleaning the various components of a laptop. Procedures for cleaning the components are presented. Dust, temperature, and humidity can affect laptop performance. Basic guidelines are to keep the laptop clean, with good ventilation and room temperature between 45 to 90 degrees F (7 to 32 degrees C) and humidity levels in the range of 10 to 80 percent. Always verify that repair of a laptop is cost-effective. Troubleshooting laptop problems requires the technician to identify, repair, and document the problem. Troubleshooting steps include: Gather data from customer, verify the obvious, try quick solutions first, gather data from the computer, evaluate the problem, implement the solution, and close with the customer. When troubleshooting wireless-capable devices, check all status LEDs and signal strength indicators. Remove all unnecessary peripherals to isolate the problem. Check for external problems, such as connection errors, power errors, and function key errors. Connection errors can often be solved by removing and reinserting components. Check in Device Manager for errors. Power errors can be caused by the use of incorrect adaptors, damaged batteries, damaged AC adaptors, or dead wall outlets. Check components controlled by Function keys. Try quick solutions first to solve laptop problems. Reboot and verify the BIOS settings, start the laptop in safe mode, and use the Last Known Good Configuration Option. For problem resolution, gather information from the computer from the Device Manager, Network Settings, Power Options, Event Viewer, and System Configuration. Resources for troubleshooting should include the following: other technicians, Internet resources, manufacturers’ FAQs, and online forums. The final steps in the troubleshooting process are to test the laptop in all scenarios, discuss the solution with the customer, fill out all necessary paperwork and billing documents, and document the solution.
• #44: Slide 46 – Instructor Training Activities
• #45: Slide 47 – Activities for Instructor Training These activities are suggested for use in instructor training. Take the Quiz provided in Chapter 6 course content. Conduct Internet research to pre-screen online resources for students to use in completing the student worksheet, 6.7.2 Research Laptop Problems. Complete the virtual laptop instructor activities and participate in discussion or journal your answers to discussion questions.
• #46: Slide 48 – Virtual Laptop The virtual laptop and Virtual Desktop are stand-alone tools designed to supplement classroom learning and provide an interactive “hands-on” experience in learning environments with limited physical equipment. Hands-on labs will remain an essential element of the course. System requirements to use the virtual laptop include a minimum of 512MB RAM and Windows 2000 or XP. All virtual laptop activities are optional.
• #47: Slide 49 – Objectives for Virtual Laptop Activity Learning Objectives for virtual laptop instructor lesson Describe the three modes of the virtual laptop. Remove and install laptop components in the virtual laptop. Participate in discussion of various teaching strategies to use with the virtual laptop.
• #48: Slide 50 – Virtual Laptop Activity Launch virtual laptop. To launch, open the Index.html file. Once launched, you may skip the tutorial and go directly to Learn Mode. After completing all four layers of the Learn Mode, go to Test Mode. If the Test Mode does not start with the underside of the laptop, then click on the Underside Layer under Learn Mode and go back to the Test Mode. While using the virtual laptop, begin thinking of ways to use this in teaching (both students and instructors). Participate in discussion or journal your answers to discussion questions.
• #49: Slide 51 – Discuss Virtual Laptop Discuss questions. Participate in discussion or journal your answers to discussion questions. Do you have any questions now that you have used the Beta version of virtual laptop? How do you think your students will react to this tool? What ways do you think you will use virtual laptop in ITE PC v4.0? Other comments or thoughts about virtual laptop?
• #50: Slide 52 – Instructor Training Discussion Discuss questions. Participate in discussion or journal your answers to discussion questions. Share with the other instructors the online resources you found that students might use in completing the research activity worksheet, 6.7.2 Research Laptop Problems Discuss the troubleshooting process presented in this chapter. NOTE: Keep in mind that the student is taking on the role of a level-one technician in troubleshooting laptops and portable devices in this chapter. In Chapter 13, the student will take on the role of a level-two technician. Maintain that perspective as you discuss the following questions. What are some benefits of open-ended and closed-ended questions? What are other open-ended and closed-ended questions that might be used to gather data from the customer? What are other obvious issues that could be added to the list to check? What are other quick solutions for troubleshooting a laptop or a portable device? Are there specific online resources that you would recommend to use in researching possible solutions to laptop problems? What methods will you use in the classroom to illustrate and reinforce the effective communication that should be part of the step of closing with the customer?
• #51: Slide 53 – Additional Resources Whatis?com: IT Encyclopedia and Learning Center http://whatis.com TechTarget: The Most Targeted IT Media http://techtarget.com ZDNet: Tech News, Blogs and White Papers for IT Professionals http://www.zdnet.com HowStuffWorks: It's Good to Know http://computer.howstuffworks.com CNET.com http://www.cnet.com PC World http://www.pcworld.com ComputerWorld http://www.computerworld.com WIRED NEWS http://www.wired.com eWEEK.com http://www.eweek.com
• #52: Slide 54 – Q and A