Hawassa University

IoT, Faculty of Informatics

Department of IS

Course Code INSY3151

Course Title: Computer Maintenance and Technical Support

Target Group: 3rd year Information Systems Students

Year /Semester Year: III, Semester: I

INSTRUCTOR: SOLOMON D. OCTOBER 2019

Chapter One

Introduction
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Describe a computer system

 Computer is a device that accepts input, processes data, stores data,

and produces output, all according to a series of stored instructions.
 A computer system consists of hardware and software components.
 Hardware is the physical equipment such as the case, storage drives,
keyboards, monitors, cables, speakers, motherboards and others.
 The term software includes the operating system and programs.
 The operating system instructs the computer how to operate. These
operations may include identifying, accessing, and processing
information. Programs or applications perform different functions.
 Programs vary widely depending on the type of information that will be
accessed or generated.
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1.1 The Three Stages of Computing

 A modern computer looks like a complicated device. It is constructed

of many hardware components connected with what seem to be
miles of interwoven wires. Despite this apparent complexity, however, a
computer, just like a calculator, handles information in three
stages: input, processing, and output.
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1.1 The Three Stages of Computing

 Each piece of hardware can be classified as working in one (and

sometimes two) of these three stages. We can also use these three
stages to classify any aspect of a computer's operation or the
function of any of its components. During the troubleshooting phase
of a repair job, it is often useful to categorize a problem according to
which of the three stages it occurs in.
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1.1.1 Input

 Input is the first stage of computing, referring to any means that

moves data (information) from the outside world into the processor—
or from one component of the computer to another. Today's PC can
support a wide variety of input devices. Keyboards, mouse devices,
voice recognition devices, sound cards, modems, scanners, tape
drives, CD/DVD drives, and digital cameras are some of the most
common.
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1.1.2 Processing

 Processing is the second stage of computing. This is the actual

manipulation of data by the computer. Processing on early
computers involved the tedious task of "number crunching" and then,
later, storing large amounts of often-redundant data. Microprocessors
run most of our mechanical and electronic devices including cars,
cameras, VCRs, microwave ovens, telephones, and even
supermarket checkout systems.
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1.1.3 Output

 Output is the third stage of computing. All the input and processing in
the world won't do us any good unless we can get the information
back from the computer in a comprehensible and usable form.
Output devices today come in many forms: monitors, printers, fax
machines, modems, plotters, CD-Rs, sound cards, and more.
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1.1.4 Input, Processing and Output

Application Function
Input: Typing your words
Word processor Processing: Formatting the text (such as word wrap and fonts)
Output: Storing the text and allowing you to retrieve or print it
Input: Typing or providing numbers (such as sales figures)
Processing: Applying one or more formulas to the data
Spreadsheet
Output: Displaying the results of the calculation in numeric or
graphical form
Input: Moving your chess piece
Processing: Computer calculating how to respond to your
Game
move
Output: Computer making a move
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1.2 Internal Components

Identify the internal components

 Motherboards
 Buses
 CPUs
 Cooling systems
 Memory
 Adapter cards
 Expansion slots
 Storage drives
 Internal cables
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1.2 Components of a Computer

 These are computer system components that can be touched by the

human hand. Examples include:
 Display monitor.
 Keyboard.
 Mouse.
 Motherboard.
 Memory modules.
 Disk drive.
 These parts are housed within the laptop or desktop system unit housing. For
the desktop, however, the keyboard and mouse are attached externally.
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1.2 Components of a Computer Cont…

 The most important piece of hardware is the microprocessor chip. It is

commonly known as the central processing unit (CPU).

 New and slim laptop computers merge the traditional CPU and the
graphics processing chip (GPU) into what is called accelerated processing
unit (APU). These chips are usually attached to the motherboard in this slim
laptops.

 The CPU and APU are responsible for all arithmetic and graphics
manipulation.
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1.2 Components of a Computer Cont…

 A component just as important is the disk drive. This is where computer data
is stored. It is classified as secondary memory.
 There are two popular types of disk drives to choose from.
 Hard disk: This drive is mechanical by design and stores data on magnetic
and metallic platters. Its data is read magnetically by read/write heads
which make it reliant on an uninterrupted supply of power. A sudden power
outage can lead to data loss or drive failure. It must be used properly for
the sake of data integrity and long lifespan.
 Solid state disk: This new type of disk drive stores data on flash memory
chips and is less prone to erratic behavior. It is faster and reliable even in the
event of sudden power outages.
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1.2 Components of a Computer Cont…

 Another vital part within a system is the motherboard. It provides

communication and direct connectivity to devices throughout the
computer.
 Connectivity to a motherboard can be internal or external.
Internal devices External
Microprocessor (CPU). Monitor
Disk drive. Keyboard
Random access memory (memory modules). Mouse

Power supply unit (PSU). Printer

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1.3 Basics of Electronic Communication

 Electronic communication consist of three basic components, a

transmitter, a communication channel (medium), and a receiver.
Messages are converted to electrical signals and sent over electrical or
fiber-optic cable or free space to a receiver.
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1.3 Basics of Electronic Communication

 E-mail
 Podcasting
 Discussion Boards
 Blogs
 Text Messaging
 Chatting, etc.
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1.4 Identify safety procedures to protect equipment
from damage and data from loss (1)

 Electrostatic discharge (ESD), harsh climates, and poor-quality sources

of electricity can cause damage to computer equipment. Follow
proper handling guidelines, be aware of environmental issues, and
use equipment that stabilizes power to prevent equipment damage
and data loss.
 ESD
Static electricity is the buildup of an electric charge resting on a
surface. This buildup may zap a component and cause damage. This
is known as electrostatic discharge (ESD).
 ESD can be destructive to the electronics in a computer system.
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1.4 Identify safety procedures to protect equipment
from damage and data from loss (2)

 At least 3,000 volts of static electricity must build up before a person

can feel ESD. For example, static electricity can build up on you as
you walk across a carpeted floor. When you touch another person,
you both receive a shock. If the discharge causes pain or makes a
noise, the charge was probably above 10,000 volts. By comparison,
less than 30 volts of static electricity can damage a computer
component.
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1.4 Identify safety procedures to protect equipment
from damage and data from loss (3)

ESD Protection Recommendations

 ESD can cause permanent damage to electrical components. Follow
these recommendations to help prevent ESD damage:
 Keep all components in antistatic bags until you are ready to install them.
 Use grounded mats on workbenches.
 Use grounded floor mats in work areas.
 Use antistatic wrist straps when working on computers.
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1.4 Identify safety procedures to protect equipment
from damage and data from loss (4)

 Climate
Climate affects computer equipment in a variety of ways:
 If the environment temperature is too high, equipment can overheat.
 If the humidity level is too low, the chance of ESD increases.
 If the humidity level is too high, equipment can suffer from moisture
damage.
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1.4 Identify safety procedures to protect equipment
from damage and data from loss (5)

 Power Fluctuation Types

The following types of AC power fluctuations can cause data loss or
hardware failure:
 Blackout – complete loss of AC power. A blown fuse, damaged
transformer, or downed power line can cause a blackout.
 Brownout – reduced voltage level of AC power that lasts for a
period of time. Brownouts occur when the power line voltage drops
below 80% of the normal voltage level. Overloading electrical
circuits can cause a brownout.
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1.4 Identify safety procedures to protect equipment
from damage and data from loss (6)

 Noise – interference from generators and lightning. Noise results in

unclean power, which can cause errors in a computer system.
 Spike – sudden increase in voltage that lasts for a very short period
and exceeds 100% of the normal voltage on a line. Spikes can be
caused by lightning strikes, but can also occur when the electrical
system comes back on after a blackout.
 Power surge – dramatic increase in voltage above the normal flow
of electrical current. A power surge lasts for a few nanoseconds, or
one-billionth of a second.
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1.4 Identify safety procedures to protect equipment
from damage and data from loss (7)

 Power Protection Devices:

To help shield against power fluctuation issues, use protection devices
to protect the data and computer equipment:
1. Surge Suppressor – helps protect against damage from surges and
spikes. A surge suppressor diverts extra electrical voltage on the line to
the ground.
2. Uninterruptible Power Supply (UPS) – helps protect against potential
electrical power problems by supplying electrical power to a
computer or other device. The battery is constantly recharging while
the UPS is in use. The UPS is able to supply a consistent quality of power
when brownouts and blackouts occur.
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1.4 Identify safety procedures to protect equipment
from damage and data from loss (8)

 Standby Power Supply (SPS) – helps protect against potential

electrical power problems by providing a backup battery to supply
power when the incoming voltage drops below the normal level. The
battery is on standby during the normal operation. When the voltage
decreases, the battery provides DC power to a power inverter, which
converts it to AC power for the computer. This device is not as reliable
as a UPS because of the time it takes to switch over to the battery. If
the switching device fails, the battery will not be able to supply power
to the computer.
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1.5 Identify hardware tools and their purpose (1)

 A toolkit should contain all of the tools necessary to complete

hardware repairs. As you gain experience, you will learn which tools to
have available for different types of jobs. Hardware tools are grouped
into these four categories:
 ESD tools
 Hand tools
 Cleaning tools
 Diagnostic tools
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1.5 Identify hardware tools and their purpose (2)

 1. ESD Tools: The antistatic wrist strap protects computer equipment

when grounded to a computer chassis. The antistatic mat protects
computer equipment by preventing static electricity from
accumulating on the hardware or on the technician.
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1.5 Identify hardware tools and their purpose (3)

 2. Hand tools: Most tools used in the computer assembly process

are small hand tools. They are available individually or as part of a
computer repair toolkit. Toolkits range widely in size, quality, and
price.
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1.5 Identify hardware tools and their purpose (4)

 3. Cleaning Tools: Having the appropriate cleaning tools is essential

when maintaining or repairing computers. Using these tools ensures
that computer components are not damaged during cleaning.
Example: soft cloth and compressed air.
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1.5 Identify hardware tools and their purpose (5)

 4. Diagnostic Tools: A digital multi-meter and a loopback adapter

are used to test hardware.
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1.6 Identify software tools and their purpose (1)

 A technician must be able to use a range of software tools to help

diagnose problems, maintain hardware, and protect the data stored
on a computer.
 Disk Management Tools
You must be able to identify which software to use in different
situations. Disk management tools help detect and correct disk errors,
prepare a disk for data storage, and remove unwanted files.
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1.6 Identify software tools and their purpose (2)

 Fdisk or Disk Management – used to create and delete partitions on a

hard drive
 Format – used to prepare a hard drive to store information
 Scandisk or Chkdsk – used to check the integrity of files and folders on
a hard drive by scanning the disk surface for physical errors
 Defrag – used to optimize space on a hard drive to allow faster
access to programs and data
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1.6 Identify software tools and their purpose (3)

 Disk Cleanup – used to clear space on a hard drive by searching for

files that can be safely deleted.
 Disk Management – a system utility used to manage hard drives and
partitions, which performs tasks such as initializing disks, creating
partitions, and formatting partitions
 System File Checker (SFC) – a command-line utility that scans the
operating system critical files and replaces any files that are corrupted
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1.7 Preventive Maintenance and Troubleshooting (1)

Preventive Maintenance
 Is a regular and systematic inspection, cleaning, and replacement of
worn parts, materials, and systems. Preventive maintenance helps to
prevent failure of parts, materials, and systems by ensuring that they
are in good working order.
 A good preventive maintenance program helps minimize failures.
With fewer failures, there is less troubleshooting to do, thus saving and
organization time and money.
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1.7 Preventive Maintenance and Troubleshooting (2)

Troubleshooting
 Is a systematic approach to locating the cause of a fault in a
computer system.
 Is a learned skill. Not all troubleshooting processes are the same, and
technicians tend to refine their troubleshooting skills based on
knowledge and personal experience.
 Is a skill that you will refine over time. Each time you solve another
problem, you will increase your troubleshooting skills by gaining more
experience.
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The Purpose of Preventive Maintenance

 Preventive Maintenance reduces the probability of hardware or

software problems by systematically and periodically checking
hardware and software to ensure proper operation.
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Preventive Maintenance for Hardware

Check the condition of cables, components and peripherals. Clean

components to reduce the likelihood of overheating. Repair or replace
any components that show signs of damage.
 Use the following tasks as a guide to create a hardware maintenance
program:
 Remove dust from fan intakes.
 Remove dust from the power supply.
 Remove dust from components inside the computer.
 Clean the mouse and keyboard.
 Check and secure loose cables.
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Preventive Maintenance for Software (1)

 Verify that installed software is current. Follow the policies of the

organization when installing security updates, operating system updates,
and program updates.
 Many organizations do not allow updates until extensive testing has
been completed. This testing is done to confirm that the update will not
cause problems with the operating system and software.
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Preventive Maintenance for Software (2)

 Use the tasks listed as a guide to create a software maintenance

schedule that fits the needs of your computer equipment:
 Review security updates.
 Review software updates.
 Review driver updates.
 Update virus definition files.
 Scan for viruses and spyware.
 Remove unwanted programs
 Scan hard drive for errors.
 Defragment hard drives.
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Benefits of Preventive Maintenance

 Be proactive in computer equipment maintenance and data

protection. By performing regular maintenance routines, you can
reduce potential hardware and software problems. Regular
maintenance routines reduce computer downtime and repair costs.
 The following are the benefits of preventive maintenance:
 Increases data protection
 Extends the life of the components
 Increases equipment stability
 Reduces repair costs
 Reduces the number of equipment failures
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Identify the Steps of the Troubleshooting Process (1)

 Troubleshooting requires an organized and logical approach to

problems with computers and other components. A logical approach to
troubleshooting allows you to eliminate variables in a systematic order.
Asking the right questions, testing the right hardware, and examining the
right data helps you understand the problem. This helps you form a
proposed solution to try.
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Identify the Steps of the Troubleshooting Process (2)

 The following troubleshooting process is a guideline that you can modify

to fit your needs.
 Explain the purpose of data protection.
 Identify the problem.
 Establish a theory of probable causes.
 Test the theory to determine the exact cause.
 Establish a plan of action to resolve the problem and implement the solution.
 Verify the full system functionality, and if applicable, implement preventive
measures.
 Document finding, actions and outcomes.
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1.8 The role of computer service professional (1)

 Computer service professionals provide support to people and

organizations that use computer.

 Some of the roles are

 Testing, training and troubleshooting computer networks.

 Installing, maintaining and troubleshooting software onto computers.

 Selecting and setting up computers and peripherals for customers and

employees.
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1.8 The role of computer service professional (2)

 Performing repairs on computers and peripherals.

 Answering tech-related questions from customers and fellow employees.

 Training non-IT professionals in the use of computers and software.

 Adjusting access to servers, drives, systems and files for company employees.

 Providing emergency services in case of a disaster, malware attack, or other

issue that disables or slows a company's IT systems.
N.B Some of the contents is not included because we’ll
see it on the lab sessions.
End of Chapter One