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2.0 Troubleshooting, Repair and Maintenance
- Identify the problem
- Question the user and identify user changes to computer and perform backups before making changes
- Establish a theory of probable cause (question the obvious)
- Test the theory to determine cause
- Once theory is confirmed determine next steps to resolve problem
- If theory is not confirmed re-establish new theory or escalate
- Establish a plan of action to resolve the problem and implement the solution
- Verify full system functionality and if applicable implement preventative measures
- Document findings, actions and outcomes
- OS related symptoms
- Bluescreen
- System lock-up
- Input/output device
- Application install
- Start or load
- Windows specific printing problems
- Print spool stalled
- Incorrect / incompatible driver
- Hardware related symptoms
- Excessive heat
- Noise
- Odors
- Status light indicators
- Alerts
- Visible damage (e.g. cable, plastic)
- Use documentation and resources
- User / installation manuals
- Internet / web based
- Training materials
- Manage print jobs
- Print spooler
- Printer properties and settings
- Print a test page
- Issues
- Power conditions
- Video
- Keyboard
- Pointer
- Stylus
- Wireless card issues
- Methods
- Verify power (e.g. LEDs, swap AC adapter)
- Remove unneeded peripherals
- Plug in external monitor
- Toggle Fn keys or hardware switches
- Check LCD cutoff switch
- Verify backlight functionality and pixilation
- Check switch for built-in WIFI antennas or external antennas
- Physical inspection
- Updates
- Driver
- Firmware
- OS
- Security
- Scheduling preventative maintenance
- Defrag
- Scandisk
- Check disk
- Startup programs
- Use of appropriate repair tools and cleaning materials
- Compressed air
- Lint free cloth
- Computer vacuum and compressors
- Power devices
- Appropriate source such as power strip, surge protector or UPS
- Ensuring proper environment
- Backup procedures
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