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This document discusses basic troubleshooting techniques, including improving computer performance, caring for computer hardware, performing maintenance, and troubleshooting steps. It provides tips on ensuring sufficient system resources, storage space, and hardware care. Troubleshooting guidance includes collecting information on issues, trying basic solutions, seeking help from specialists, and documenting incidents to prevent future problems.
L05 slides
- 1. Lesson 5: Basic Troubleshooting Techniques • Computer performance • Care of the computer • Working with hardware • Basic maintenance • Basic troubleshooting © CCI Learning Solutions Inc. 1
- 2. Increasing the Computer’s Performance • System resources too low to process work, especially RAM • Hard drive does not have enough room to install new programs or save files • Not enough space on hard drive for operating system to handle multiple programs • File is quite large and will not open or close quickly due to speed of microprocessor • Document takes long time to display on screen • Component of operating system, software program, or data file generating system errors but still trying to work in background • Hardware component or software program recently added and causing slowdowns or conflicts with other system components © CCI Learning Solutions Inc. 2
- 3. Taking Care of the Computer • Use surge suppressor or UPS to protect from power surges, brownouts, or general fluctuations • Avoid connecting too many electrical devices • Avoid connecting electrical equipment that draw large quantities of power on same electrical circuit • When in another country with different voltage system, use converter that adapts electrical system and voltage • Always turn computer off during stormy weather • Position computer in location to prevent theft • Purchase security cables to lock computer to fixed apparatus © CCI Learning Solutions Inc. 3
- 4. Taking Care of the Computer • File server should be in locked room with special entry access • Do not store near heat source or cold environment • Avoid liquids near computing device • Refrain from eating or drinking around keyboard • Ensure there are no magnetic items near computer • Turn computer off before you move it • Notebook carrying case should be durable and padded • Be careful when carrying notebook • Be careful where you place any portable device © CCI Learning Solutions Inc. 4
- 5. Taking Care of the Computer • Keep cables clear of walkways • Clean computer or printer of dust or paper particles • Use technical support specialist to help or perform changes • Always make backups of data • Always ensure antivirus program is up to date and scan computer regularly © CCI Learning Solutions Inc. 5
- 6. Working with Hardware • If you cannot open any files from hard drive, could be problem with hard drive • If you cannot read files from media, check disk for scratches or dirt • If you cannot print, check printer connected and on − Check cable connections − Check printer exists and is active • If connections active but printer does not print, check for error messages © CCI Learning Solutions Inc. 6
- 7. Working with Hardware • If you cannot log on the network, check you are using correct logon ID and password − Ensure network connection is active − If wireless connection, ensure you are connected to correct network − Check cables connected and all other network hardware working correctly • Age of computer can also be source of problems • Newly installed hardware device may not work for number of reasons © CCI Learning Solutions Inc. 7
- 8. Performing Hardware Maintenance • Clean keyboard or mouse occasionally • Computer Life Cycle − May be able to replace items easily − May be able to upgrade items such as video cards, ergonomic keyboards • If printing smeared or is missing content, may need to clean printer − Use care when removing paper jams and check all areas that need clearing • Consider how to manage files on hard drives © CCI Learning Solutions Inc. 8
- 9. Performing Hardware Maintenance • Delete temporary files − Generated when you install programs, use attachments, visit Web sites, or register/subscribe on Web site • Consider doing defragmentation occasionally − Reorganizes file contents − Speeds retrieval of files • Ask for help from specialist when unsure how to proceed with changes − Work with specialist to learn how to make changes safely and effectively © CCI Learning Solutions Inc. 9
- 10. Performing Basic Troubleshooting 1 Collecting Information − Write information down for reference − Keep notes about frequency of each message and what you were doing when message appeared 2 Analyzing the Information − Analyze information for any patterns or common themes 3 Attempting Basic Solutions − Try simple troubleshooting 4 Finding Help − Seek help and advice from technical support specialist 5 Communicating the Problem Accurately − Be accurate and concise when communicating problem © CCI Learning Solutions Inc. 10
- 11. Performing Basic Troubleshooting 6 Analyzing and Selecting the Proper Action − Provide as much detail so specialist can provide list of options 7 Implementing the Solution − Follow solution provided to resolve problem 8 Confirming the Problem is Fixed − Try to duplicate problem to see if error occurs again 9 Documenting and Communicating the Incident − Document incident to use for future reference and share document with others 10 Avoiding Similar Problems in the Future − Documenting issue can help prevent similar problems in future © CCI Learning Solutions Inc. 11
- 12. Lesson Summary • Computer performance • Care of the computer • Working with hardware • Basic maintenance • Basic troubleshooting © CCI Learning Solutions Inc. 12
Editor's Notes
- #4: Pg 25Objectives 1-1.2.1, 1-1.2.2, 1-1.2.3Go through the different ways one can take care of their computer, especially if it’s a portable device. You may want to also include how having a UPS at home may not totally save your computer in an area that is prone to electrical storms or surges in power for whatever reason. An inexpensive UPS also may not have a smooth transition between the outlet and primary power, and could result in modest surges or drop-offs.Some of these points may not have been considered by people such as needing a converter when travelling outside of their own country.
- #5: Pg 25Objectives 1-1.2.1, 1-1.2.2, 1-1.2.3Go through the different ways one can take care of their computer, especially if it’s a portable device.The point about having liquids or foods around a computer are pretty logical and common sense but many people still do it. Caution students that they need to take care when eating around a computer, especially a notebook or keyboard. Be prepared to provide examples of why this can be a factor, especially in a classroom environment, e.g., sticky keys, having to replace a keyboard due to spilled liquid, etc.The last point cannot be emphasized enough, especially with people who use their iPhone or Blackberry as the main source of contact for sharing information. People often forget when they take their phone with them everywhere and then inadvertently leave it on a table.
- #6: Pg 25-26Objectives 1-1.2.1, 1-1.2.2, 1-1.2.3Go though these basic maintenance issues, especially those one can do on their own and those that may require a specialist to assist.To lighten the topic, you may want to discuss how the home vacuum should never be used to clean any electrical equipment. There are special items you can purchase to clean the keyboard (e.g., canned/compressed air) or the printer.Emphasize how they should always look to a specialist if there is any doubt about making any changes to a computer. This may be less expensive in the long run.
- #9: Pg 27Objectives 1-1.2.4, 1-1.2.5, 1-1.2.6, 1-1.2.7, 1-1.2.8Go through each of these points with the class, discussing different reasons as to why you might want to do something even though it may not be a serious error. For example, if the mouse seems to be moving a bit slower or not as smooth on the desk when you move it, the bottom of the mouse may need to be cleaned of any dust or dirt it has picked up during use.At this point you should introduce what file management is and how much importance it should play in storing files on the computer. For instance, someone may install programs on the computer whenever they get one without giving any consideration to the amount of space it may be taking up on the system. This is when they should consider uninstalling any programs, or deleting any data files, that are no longer needed. While this doesn’t necessarily free up RAM, it does free up space on the hard drive and may result in faster retrieval of data after a defrag is done. Be careful about discussing the option of reconfiguring unused programs to start up when you power up or log in; this does free up RAM for use but can lead to an area you don’t want students to be using until they are much more knowledgeable about an operating system. This should be done only by a technical specialist or someone who is experienced with this option.
- #10: Pg 27-28Objectives 1-1.2.4, 1-1.2.5, 1-1.2.6, 1-1.2.7, 1-1.2.8Discuss these simple options for managing files. If possible, show students an example of how temporary files are created and then stored, e.g., Windows\\Temp.This courseware does not go into any disk maintenance tools so you may want to have some screens available that show what this feature can do. Be sure to mention that defragmenting a flash drive or a hard drive too often can lead to reducing the life of that drive, and in the case of a flash drive, usually does not improve the performance.Remind students how they should always look to working with a technical specialist at any time they are uncomfortable with making any changes to the computer. They can learn simple tasks by working with the specialist and also build their confidence.
- #11: Pg 28Objectives 1-1.2.4, 1-1.2.5, 1-1.2.6, 1-1.2.7, 1-1.2.8Go through these steps when trying to troubleshoot simple problems, as well as what to do or try first before automatically calling for help.
- #12: Pg 29Objectives 1-1.2.4, 1-1.2.5, 1-1.2.6, 1-1.2.7, 1-1.2.8Continue with the rest of the list. Provide examples at each step to show how their participation can make the resolution much faster as well as a learning opportunity to prevent these types of issues in future.