© 2007 Cisco Systems, Inc. All rights reserved. 
module 11 advanced personal computers 
 11.0
Introduction  

In your career as a technician, you may have to determine if a component for a customer's computer should be upgraded or replaced. It is important that
you develop advanced skills in installation procedures, troubleshooting techniques, and diagnostic methods for computers. This chapter discusses the importance
of component compatibility across hardware and software. It also covers the need for adequate system resources to efficiently run the customer's hardware
and software.

After completing this chapter, you will meet these objectives:

list of 6 items
• Give an overview of field, remote, and bench technician jobs. 
• Explain safe lab procedures and tool use. 
• Describe situations requiring replacement of computer components. 
• Upgrade and configure personal computer components and peripherals. 
• Identify and apply common preventive maintenance techniques for personal computer components. 
• Troubleshoot computer components and peripherals. 


 11.1
Give an overview of field, remote, and bench technician jobs 

Your experience working with computers and earning a technical certification can help you become qualified for employment as any of the following:

list of 3 items
• Field technician 
• Remote technician 
• Bench technician 
list end

Technicians in different computer careers work in different environments. The skills required by each career can be very similar. The degree to which different
skills are needed vary from one job to the next. When you train to become a computer technician, you are expected to develop the following skills:

list of 7 items
• Building and upgrading computers 
• Performing installations 
• Installing, configuring, and optimizing software 
• Performing preventive maintenance 
• Troubleshooting and repairing computers 
• Communicating clearly with the customer 
• Documenting customer feedback and the steps involved in finding the solution to a problem 
list end

Field technicians, shown in Figure 1, work in various conditions and businesses. You might work for one company and only repair that company's assets. Alternatively,
you may work for a company that provides onsite computer equipment repair for a variety of companies and customers. In either of these situations, you
need both excellent troubleshooting skills and customer service skills, because you are in regular contact with customers and work on a wide variety of
hardware and software.

If you are a remote technician, you might work at a help desk answering calls or e-mails from customers who have computer problems, as shown in Figure 2.
You create work orders and communicate with the customer to try to diagnose and repair the problem.

Good communication skills are valuable because the customer must clearly understand your questions and instructions. Some help desks use software to connect
directly to a customer's computer to fix the problem. As a remote technician, you may work on a team of help desk technicians for an organization or from
home.

As a bench technician, you typically would not work directly with customers. Bench technicians are often hired to perform computer warranty service in a
central depot or work facility, as shown in Figure 3.   

Worksheet 
Job Opportunities
Research computer-related jobs

 11.2
Explain safe lab procedures and tool use 

Safety should always be your priority on a job or in the lab. As a computer technician, you should be aware of the many workplace hazards, and you should
take the necessary precautions to avoid them. 

You should try to practice safety in the lab so that it becomes part of your regular routine. Follow all safety procedures and use the correct tools for
the job. This policy will help prevent personal injury and damage to equipment.

To accomplish a safe working environment, it is better to be proactive rather than reactive. Figure 1 gives a list of safety rules to help you maintain
a safe working environment.

After completing this section, you will meet these objectives: 

list of 4 items
• Review safe working environment and procedures. 
• Review names, purposes, characteristics, and safe and appropriate use of tools. 
• Identify potential safety hazards and implement proper safety procedures for computer components. 
• Describe environmental issues. 

Safety Rules
Keep the work area clean and free of clutter.
Keep food and drinks out of the work area.
Never open a computer monitor unless you have been properly trained.  
Remove all your jewelry and watches.
Make sure that the power is off and that the power plug has been removed.
Do not look into the laser beams located in the computer equipment.
Make sure that there is a fire extinguisher and first aid kit available.
Cover sharp edges with tape when working inside the computer case.

  11.2  
Explain safe lab procedures and tool use      
11.2.1  
Review safe working environments and procedures    
table end

Workplace safety is necessary to ensure that you, and everyone near you, stay unharmed. In any situation, you should always follow these basic rules:

list of 4 items
• Use antistatic mats and pads to reduce the chance of ESD damaging your equipment. 
• Store hazardous or toxic materials in a secured cabinet. 
• Keep the floor clear of anything that might trip someone. 
• Clean work areas on a regular basis. 
list end

You should use caution when you move computer equipment from one place to another. Make sure that customers follow the safety rules in your work area. You
may need to explain these rules and assure customers that the rules are there to protect them.

Follow local codes and government rules whenever you dispose of such things as batteries, solvents, computers, and monitors. Failing to do so may result
in a fine. Many countries have agencies to enforce safety standards and ensure safe working conditions for employees. What are some of the documents that
describe work safety codes and standards in your country?

  11.2  
Explain safe lab procedure and tool use      
11.2.2  
Review names, purposes, characteristics, and safe and appropriate use of tools   
table end

A computer technician needs proper tools to work safely and prevent damage to the computer equipment. There are many tools that a technician uses to diagnose
and repair computer problems: 

list of 21 items
• Straight-head screwdriver, large and small 
• Phillips-head screwdriver, large and small 
• Tweezers or part retriever 
• Needle-nosed pliers 
• Wire cutters 
• Chip extractor 
• Hex wrench set 
• Torx screwdriver 
• Nut driver, large and small 
• Three-claw component holder 
• Digital multimeter 
• Wrap plugs 
• Small mirror 
• Small dust brush 
• Soft, lint-free cloth 
• Cable ties 
• Scissors 
• Small flashlight 
• Electric tape 
• Pencil or pen 
• Compressed air 
list end

Static electricity is one of the biggest concerns for computer technicians when working in many environments. The tools you use and even your own body can
store or conduct thousands of volts of electricity. Walking across carpet or a rug and touching a computer component before grounding yourself can severely
damage the component. 

Antistatic devices help control static electricity. Use antistatic devices to prevent damage to sensitive components. Before you touch a computer component,
be sure to ground yourself by touching a grounded computer chassis or mat. These are some antistatic devices:

list of 4 items
• Antistatic wrist strap – Conducts static electricity from your body to ground 
• Antistatic mat – Grounds computer frame 
• Antistatic bag – Keeps sensitive computer components safe when not installed inside a computer 
• Cleaning products – Maintains components without creating a buildup of static electricity 
list end

CAUTION: Do not wear an antistatic wrist strap when working with high-voltage circuits, such as those found in monitors and printers. Do not open monitors
unless you are properly trained. 

  11.2  
Explain safe lab procedure and tool use      
11.2.3  
Identify potential safety hazards and implement proper safety procedures for computer components   
table end

Most internal computer components use low-voltage electricity. Some components, however, operate with high voltage and can be dangerous if you do not follow
safety precautions. The following dangerous, high-voltage computer components should only be serviced by authorized personnel:

list of 3 items
• Power supplies 
• Display monitors 
• Laser printers 
list end

Power Supplies
The cost to repair a power supply can sometimes equal the cost of a new power supply. For this reason, most broken or used power supplies are replaced.
Only experienced certified technicians should service power supplies.

Display Monitors
The internal electronic parts of a display monitor cannot be repaired, but they can be replaced. Monitors, especially CRT monitors, operate using high
voltages. Only a certified electronic technician should service them.

Laser Printers
Laser printers can be very expensive. It is more cost effective to fix broken printers by repairing or replacing broken parts. Laser printers use high
voltages and may have very hot surfaces inside. Use caution when servicing laser printers.

  11.2  
Explain safe lab procedure and tool use      
11.2.4  
Describe environmental issues   
table end

The Earth's environment is delicately balanced. The hazardous materials found in computer components must be disposed of in specific ways to help maintain
this balance. A computer recycling warehouse is a place where discarded computer equipment can be taken apart. Computer parts that are still usable can
be recycled for repairing other equipment. Figure 1 shows a computer recycling warehouse.

Recycling warehouses must obey the codes and regulations for the disposal of each type of computer part. Before parts are recycled, they are separated into
groups. CRT monitors contain as much as 4 to 5 lbs (1.6 to 2.3 kg) of lead, a dangerous element. Much of the lead is inside cathode ray tubes. Other materials
inside computer equipment are also dangerous:

list of 3 items
• Mercury 
• Cadmium 
• Hexavalent chromium 
list end

Batteries are used to power laptop computers, digital cameras, camcorders, and remote-control toys. Batteries may contain some of these toxic materials:

list of 4 items
• Nickel cadmium (Ni-Cd) 
• Nickel metal hydride (Ni-MH) 
• Lithium ion (Li-ion) 
• Lead (Pb) 
list end

Discarding Components
Many organizations have policies that define disposal methods for the hazardous components found in electronic equipment. These methods typically include
programs to reuse, recycle, or exchange.

You may need to dispose of computer components because they have become outdated, or you may need additional functionality. In addition to recycling parts,
you can donate them to other people or organizations. Some businesses exchange used computer equipment for partial payment of new equipment.

 11.3
Describe situations requiring replacement of computer components 

Situations that require the replacement of computer components include the repair of broken parts or an upgrade for functionality.

After completing this section, you will meet these objectives:

list of 7 items
• Select a case and power supply. 
• Select a motherboard. 
• Select a CPU and cooling system. 
• Select RAM. 
• Select adapter cards. 
• Select storage devices and hard drives. 
• Select input and output devices. 


  11.3  
Describe situations requiring replacement of computer components      
11.3.1  
Select a case and power supply   
table end

You should determine the customer's needs before making any purchases or performing upgrades. Ask your customer what devices will be connected to the computer
and what applications will be used. 

The computer case holds the power supply, motherboard, memory, and other components. When purchasing a new computer case and power supply separately, you
should ensure that all of the components will fit into the new case and that the power supply is powerful enough to operate all of the components. Many
times a case comes with a power supply inside. You still need to verify that the power supply provides enough power to operate all the components that
will be installed in the case.

  11.3  
Describe situations requiring replacement of computer components      
11.3.2  
Select a motherboard   
table end

New motherboards often have new features or standards that may be incompatible with older components. When you select a replacement motherboard, make sure
that it supports the CPU, RAM, video adapter, and other adapter cards. The socket and chip set on the motherboard must be compatible with the CPU. The
motherboard must also accommodate the existing heat sink/fan assembly.

The existing power supply must have connections that fit the new motherboard. Pay particular attention to the number and type of expansion slots. Do they
match the existing adapter cards? For instance, the new motherboard may lack an AGP connector for an existing video adapter. The motherboard may have PCIe
expansion slots that the existing adapter cards cannot use. Finally, the new motherboard must physically fit into the current computer case. 

  11.3  
Describe situations requiring replacement of computer components      
11.3.3  
Select the CPU and heat sink/fan assembly   
table end

Replace the CPU when it fails or is no longer adequate for the current applications. For example, you may have a customer who has purchased an advanced
graphics application, as shown in Figure 1. The application may run poorly because it requires a faster processor than the current CPU.

Before you buy a CPU, make sure that it is compatible with the existing motherboard:

list of 3 items
• The new CPU must use the same socket type and chip set. 
• The BIOS must support the new CPU. 
• The new CPU may require a different heat sink/fan assembly. 
list end

Manufacturers' websites are a good resource to investigate the compatibility between CPUs and other devices. When upgrading the CPU, make sure the correct
voltage is maintained. A voltage regulator module (VRM) is integrated into the motherboard. The voltage setting for the CPU can be configured with jumpers
or switches located on the motherboard. Figure 2 shows two similar CPUs that use different sockets.

  11.3  
Describe situations requiring replacement of computer components      
11.3.4  
Select RAM   
table end

New RAM may be needed when an application locks up or the computer displays frequent error messages. To determine if the problem is the RAM, replace the
old RAM module as shown in Figure 1. Restart the computer to see if the application runs properly.

NOTE:To close a stalled application, press Ctrl-Alt-Delete to open the Task Manager. In the window, select the application. Click End Task to close it,
as shown in Figure 2.

When selecting new RAM, you must ensure that it is compatible with the current motherboard. It must also be the same type of RAM as installed in the computer.
The speed of the new RAM must be the same or faster than the existing RAM. It may help to take the original memory module with you when you shop for the
replacement RAM.


  11.3  
Describe situations requiring replacement of computer components      
11.3.5  
Select adapter cards   
table end

Adapter cards, also called expansion cards, add extra functionality to a computer. Figure 1 shows some of the adapter cards available. Before you purchase
an adapter card, do some research:

list of 2 items
• Is there an open expansion slot? 
• Is the adapter card compatible with the open slot? 
list end

If the motherboard does not have compatible expansion slots, external devices may be an option:

list of 2 items
• Are USB or FireWire versions of the external device available? 
• Does the computer have an open USB or FireWire port? 
list end

Consider the following situation for an adapter card upgrade. A customer requires a wireless card to connect to the network. The new wireless adapter card
must be compatible with the existing wireless network and with the computer.

Investigate wireless NICs before you purchase one. You should ensure that the new wireless NIC is compatible with the 802.11 wireless standard being used
on the wireless network.

Examine the computer for an available expansion slot or an open USB port. Purchase either an adapter card that will fit an available expansion slot or a
USB wireless NIC. Cost, warranty, brand name, and availability are the last factors for you to consider.


  11.3  
Describe situations requiring replacement of computer components      
11.3.6  
Select storage devices and hard drives   
table end

You may need to replace a hard drive when it no longer meets your customer's needs for data storage or fails. The signs that a hard drive is failing include:

list of 3 items
• Unusual noises 
• Error messages 
• Corrupt data or applications 
list end

If your hard drive exhibits any of these symptoms, you should replace it as soon as possible. Figure 1 shows PATA, SATA, and SCSI connectors. 

ATA was renamed Parallel ATA, or PATA, with the introduction of Serial ATA (SATA). PATA hard drives can use a 40-pin / 80-conductor cable or a 40-pin /
40-conductor cable.

SATA
SATA hard drives connect to the motherboard using a serial interface. SATA hard drives have a higher data-transfer rate than PATA drives. The smaller data
cable allows for improved airflow through the computer case. Early versions of SATA offered a speed of 1.5 Gbps. Current versions offer a speed of 3.0
Gbps.

SCSI
The small computer systems interface (SCSI) standard is usually used for hard drives and for tape storage. However, printers, scanners, CD-ROM drives,
and DVD drives can also use SCSI. Today, SCSI devices are used mostly on servers or computers that require high transfer speeds and reliability.

SCSI is a more advanced interface controller than PATA or SATA. It is ideal for high-end computers, including network servers. Devices may include hard
drives, CD-ROM drives, tape drives, scanners, and removable drives. SCSI devices are typically connected in a series, forming a chain that is commonly
called a daisy chain, as shown in Figure 2. Each end of the daisy chain must be terminated to prevent signals from bouncing off the ends of cables and
causing interference. Generally, the SCSI controller on one end of the SCSI bus has onboard termination. The other end of the SCSI cable is either terminated
by a resistor on the last drive on the chain or a physical terminator on the end of the SCSI bus.

Most SCSI buses can handle a total of seven devices and a SCSI controller. The channels are numbered from 0 through 7. Some versions of SCSI support a total
of 15 devices plus the SCSI controller. These channels are numbered 0 through 15. Each device on a SCSI channel must have a unique SCSI ID. For example,
the primary drive would be 0, and the controller card is usually 7. The SCSI ID is generally set by jumpers on a SCSI drive.

The SCSI bus was originally 8-bits wide and operated at a transfer rate of 5 MBps. Later SCSI technologies used a 16-bit bus and operated at 320 – 640 MBps.
Figure 3 shows the different types of SCSIs. Current and future SCSI technologies use a serial interface for increased speed.

  11.3  
Describe situations requiring replacement of computer components      
11.3.7  
Select input and output devices   
table end

An input device can be any piece of equipment that transfers information into a computer: 

list of 7 items
• Mouse 
• Keyboard 
• Scanner 
• Camera 
• Process control sensor 
• MIDI interface 
• Microphone 
list end

An output device transfers information to the outside of the computer:

list of 5 items
• Display monitor 
• Projector 
• Printer 
• Process-control equipment 
• Speaker 
list end

To select input and output devices, you should first find out what the customer wants. Next, you should select the hardware and software by researching
the Internet for possible solutions. After you determine which input or output device the customer needs, you must determine how to connect it to the computer.
Figures 1 shows common input and output port symbols. 

Technicians should have a good understanding of several types of interfaces: 

list of 6 items
• USB 1.1 – Transfers data at a maximum speed of 12 Mbps 
• USB 2.0 – Transfers data at a maximum speed of 480 Mbps 
• IEEE 1394 (FireWire) – Transfers data at 100, 200, or 400 Mbps 
• Parallel (IEEE 1284) – Transfers data at a maximum speed of 3 MBps 
• Serial (RS-232) – Early versions were limited to 20 Kbps, but newer versions can reach transfer rates of 1.5 Mbps 
• SCSI (Ultra-320 SCSI) – Connects as many as 15 devices with a transfer rate of 320 MBps 
list end
  
Worksheet 

Selecting Replacement Components
Research computer components



 11.4
Upgrade and configure personal computer components and peripherals 

Computer systems need periodic upgrades for various reasons:

list of 3 items
• User requirements change 
• Upgraded software packages require new hardware 
• New hardware offers enhanced performance 
list end

Changes to the computer may cause you to upgrade or replace components and peripherals. You should research the effectiveness and cost for both options
- upgrading and replacing. 

After completing this section, you will meet these objectives: 

list of 6 items
• Upgrade and configure a motherboard. 
• Upgrade and configure a CPU and a heat sink/fan assembly. 
• Upgrade and configure RAM. 
• Upgrade and configure BIOS. 
• Upgrade and configure storage devices and hard drives. 
• Upgrade and configure input and output devices. 

  11.4  
Upgrade and configure personal computer components and peripherals      
11.4.1  
Upgrade and configure a motherboard   
table end

To upgrade or replace a motherboard, you may have to replace several other components, such as the CPU, heat sink/fan assembly, and RAM. 

A new motherboard must fit into the old computer case. The power supply must also be compatible for the new motherboard and be able to support all new computer
components.

You should begin the upgrade by moving the CPU and heat sink/fan assembly to the new motherboard. These are much easier to work with when they are outside
of the case. You should work on an antistatic mat and wear a wrist strap to avoid damaging the CPU. Remember to use thermal compound between the CPU and
the heat sink. If the new motherboard requires different RAM, install it at this time.

When it is time to remove and replace the old motherboard, remove the cables from the motherboard that attach to the case LEDs and buttons. They may have
the same labels, but there may be minor differences. Make the appropriate notes in your journal to know where and how everything is connected before you
start the upgrade. 

Note how the motherboard secures to the case. Some mounting screws provide support, and some may provide an important grounding connection between the motherboard
and chassis. In particular, you should pay attention to screws and standoffs that are non-metallic. These may be insulators. Replacing insulating screws
and supports with metal hardware that conducts electricity may have disastrous results.

Make sure that you use the correct screws. Do not swap threaded screws with self-tapping metal screws; they will damage the threaded screw holes and may
not be secure. Make sure that threaded screws are the correct length and have the same number of threads per inch. If the thread is correct, they will
fit easily. You may make a screw fit by using force, but you will damage the threaded hole and it will not hold the motherboard securely. Using the wrong
screw can also produce metal shavings that can cause short circuits.

NOTE: It does not matter if you replace a screw made for a slotted screwdriver with one made for a Phillips-head screwdriver, as long as the threaded part
of the screw is the same length and has the same number of threads.

Next you should connect the power supply cables. If the ATX power connectors are not the same size (some have more pins), you may need to use an adapter.
Connect the cables for the case LEDs and buttons.

After the new motherboard is in place and cabled, you should install and secure all expansion cards. Check your work. Make sure there are no loose parts
or leftover wires. Connect a keyboard, mouse, monitor, and power. If there is any sign of trouble, you should shut the power supply off immediately.

Do not forget that an expansion card can have the same functionality that is integrated into the motherboard. In this case, you may need to disable the
onboard functions in the system BIOS. Use the documentation that came with the motherboard to learn what BIOS adjustments may be required.  

Lab 
NIC
Install a NIC and disable an integrated motherboard network adapter

  11.4  
Upgrade and configure personal computer components and peripherals      
11.4.2  
Upgrade and configure a CPU and a heat sink/fan assembly   
table end

One way to increase the apparent power of a computer is to increase the processing speed. You can often do this by upgrading the CPU. However, there are
some requirements that you must meet:

list of 4 items
• The new CPU must fit into the existing CPU socket. 
• The new CPU must be compatible with the motherboard chip set. 
• The new CPU must operate with the existing motherboard and power supply. 
• The new CPU must operate with the existing RAM. The RAM may need to be upgraded or expanded to take advantage of the faster CPU. 
list end

If the motherboard is older, you may not be able to find a compatible CPU. In that case, you would replace the motherboard.

CAUTION: Always work on an antistatic mat and wear a wrist strap when installing and removing CPUs. Place a CPU on the antistatic mat until you are ready
to use it. Store CPUs in antistatic packaging.

To change the CPU, you should remove the existing CPU by releasing it from the socket using the zero insertion force lever. Different sockets have slightly
different mechanisms, but all serve to lock the CPU in place after it is correctly oriented in the socket. 

Insert the new CPU into place. Do not force the CPU into its socket, or use excessive force to close the locking bars. Excessive force may damage the CPU
or its socket. If you encounter resistance, make sure that you have aligned the CPU properly. Most have a pattern of pins that will fit only one way. If
there is a question, examine the new CPU to insure it is physically similar to the old one.

The new CPU may require a different heat sink/fan assembly. The heat sink/fan assembly must physically fit the CPU and be compatible with the CPU socket.
The heat sink/fan assembly must also be adequate to remove the heat of the faster CPU.

CAUTION: You must apply thermal compound between the new CPU and the heat sink/fan assembly. 

With some types of BIOS, you can view thermal settings to determine if there are any problems with the CPU and the heat sink/fan assembly. Third-party software
applications can report CPU temperature information in an easy to read format. Refer to the motherboard or CPU user documentation to determine if the chip
is operating in the correct temperature range. Some CPU and case fans turn on and off automatically depending on the CPU temperature and the internal case
temperature. The temperatures are measured through thermal probes built into the fan assembly, or internal circuitry in the CPU.

  11.4  
Upgrade and configure personal computer components and peripherals      
11.4.3  
Upgrade and configure RAM   
table end

Increasing the amount of system RAM almost always improves overall system performance. Prior to upgrading or replacing the RAM, there are some questions
you must answer:

list of 4 items
• What type of RAM does the motherboard currently use? 
• Can the RAM be installed one module at a time, or should it be grouped into matching banks? 
• Are there any available RAM slots? 
• Does the new RAM chip match the speed, latency, type, and voltage of the existing RAM? 
list end

CAUTION: When working with system RAM, work on an antistatic mat and wear a wrist strap. Place the RAM on the mat until you are ready to install it. Store
RAM in antistatic packaging.

Remove the existing RAM by freeing retaining clips that secure it. Pull it from the socket. Current DIMMS pull straight out and insert straight down. Earlier
SIMMS were inserted at an angle to lock into place. 

Insert the new RAM, and lock it into place with the retaining clips. 

CAUTION: Make sure to insert the memory module completely into the socket. RAM can cause serious damage to the motherboard if it is incorrectly aligned
and shorts the main system bus. 

The system discovers the newly installed RAM if it is compatible and installed correctly. If the BIOS does not indicate the presence of the correct amount
of RAM, check to make sure that the RAM is compatible with the motherboard and is correctly installed.  

Lab 
Install RAM
Install additional RAM into the computer

  11.4  
Upgrade and configure personal computer components and peripherals      
11.4.4  
Upgrade and configure BIOS   
table end

Motherboard manufacturers periodically release updates for their BIOS. The release notes, such as those shown in Figure 1, describe the upgrade to the product,
compatibility improvements, and the known bugs that have been addressed. Some newer devices only operate properly with an updated BIOS. 

Early computer BIOS information was contained in ROM chips. To upgrade the BIOS information, the ROM chip had to be replaced, which was not always possible.
Modern BIOS chips are EEPROM, or flash memory, which can be upgraded by the user without opening the computer case. This process is called "flashing the
BIOS".

To view the current BIOS settings on your computer, you must enter the BIOS setup program as shown in Figure 2. Press the setup sequence keys while the
computer is performing the power-on self test (POST). Depending on the computer, the setup key may be the F1, F2, or Del key. Watch the text on the screen
or consult the motherboard manual to find the setup key or combination of keys.

The first part of the boot process displays a message that tells you which key to press to enter the setup, or BIOS mode. There are a variety of settings
in the BIOS that should not be altered by anyone unfamiliar with this procedure. If you are unsure, it is best not to change any BIOS setting unless you
research the problem in depth.

To download a new BIOS, consult the manufacturer's website and follow the recommended installation procedures as shown in Figure 3. Installing BIOS software
online may involve downloading a new BIOS file, copying or extracting files to a floppy, and then booting from the floppy. An installation program prompts
the user for information to complete the process.

Although it is still common to flash the BIOS through a command prompt, several motherboard manufacturers provide software on their websites that allow
a user to flash the BIOS from within Windows. The procedure varies from manufacturer to manufacturer. 

CAUTION: An improperly installed or aborted BIOS update can cause the computer to become unusable.  

Lab 
BIOS
Search for newer BIOS versions

  11.4  
Upgrade and configure personal computer components and peripherals      
11.4.5  
Upgrade and configure storage devices and hard drives   
table end

Instead of purchasing a new computer to get increased access speed and storage space, you may consider adding another hard drive. There are several reasons
for installing an additional drive:

list of 6 items
• To install a second operating system 
• To provide additional storage space 
• To provide a faster hard drive 
• To hold the system swap file 
• To provide a backup for the original hard drive 
• To increase fault tolerance 
list end

There are several things to consider before adding a new hard drive. 

If the new drive is PATA and is on the same data cable, one of the drives must be set as the master drive and the other must be set as the slave drive.
Figure 1 shows jumper settings on the back of a PATA hard drive. Also, any new partitions or drive letter assignments should be well-planned. The boot
order in BIOS may need to be adjusted.

Arrays, such as a redundant array of independent disks (RAID), improve fault tolerance when connecting multiple hard drives, as shown in Figure 2. Some
types of RAID require two or more hard drives. You can install RAID using hardware or software. Hardware installations are usually more dependable, but
are more expensive. Software installations are created and managed by an operating system, such as Windows Server 2003.   

Lab 
Upgrade and Configure Hard Drive 
Install and configure a second hard drive

  11.4  
Upgrade and configure personal computer components and peripherals      
11.4.6  
Upgrade and configure input and output devices   
table end

If an input or output device stops operating, you may have to replace the device. Some customers may wish to upgrade their input or output devices to increase
performance and productivity. 

An ergonomic keyboard, shown in Figure 1, may be more comfortable to use. Sometimes a reconfiguration is necessary to enable a user to perform special tasks,
such as typing in a second language with additional characters. Finally, replacing or reconfiguring an input or output device may make it easier to accommodate
users with disabilities.

Sometimes it is not possible to perform an upgrade using the existing expansion slots or sockets. In this case, you may be able to accomplish the upgrade
using a USB connection. If the computer does not have an extra USB connection, you must install a USB adapter card or purchase a USB hub, as shown in Figure
2. 

After obtaining new hardware, you may have to install new drivers. You can usually do this by using the installation CD. If you do not have the CD, you
can obtain updated drivers from the website of the manufacturer.

NOTE: A signed driver is a driver that has passed the Windows hardware quality lab test and has been given a driver signature by Microsoft. Installing an
unsigned driver can cause system instability, error messages, and boot problems. During hardware installation, if an unsigned driver is detected you will
be asked to stop or continue installation of this driver.

 11.5
Identify and apply common preventive maintenance techniques for personal computer components 

To keep computers working properly, you must maintain them by performing preventive maintenance. Preventive maintenance can extend the life of the components,
protect data, and improve computer performance.

After completing this section, you will meet these objectives:

list of 3 items
• Clean internal components. 
• Clean the case. 
• Inspect computer components. 


  11.5  
Identify and apply common preventive maintenance techniques for personal computer components      
11.5.1  
Clean internal components   
table end

One important part of computer preventive maintenance is to keep the system clean. The amount of dust in the environment and the habits of the user determines
how often to clean the computer components. Most of your cleaning is to prevent the accumulation of dust. 

To remove dust, do not use a vacuum cleaner. Vacuum cleaners can generate static and can damage or loosen components and jumpers. Instead, you should use
compressed air to blow the dust away. If you use compressed air from a can, keep the can upright to prevent the fluid from leaking onto computer components.
Always follow the instructions and warnings on the compressed air can. 

Regular cleaning also gives you a chance to inspect components for loose screws and connectors. There are several parts inside the computer case that you
should keep as clean as possible:

list of 7 items
• Heat sink/fan assembly 
• RAM 
• Adapter cards 
• Motherboard 
• Case fan 
• Power supply 
• Internal drives 
list end

CAUTION: When you clean a fan with compressed air, hold the fan blades in place. This prevents over-spinning the rotor, or moving the fan in the wrong direction.

  11.5  
Identify and apply common preventive maintenance techniques for personal computer components      
11.5.2  
Clean the case   
table end

Dust or dirt on the outside of a computer can travel through cooling fans and loose computer case covers. Dirt can also enter a computer through missing
expansion slot covers, as shown in Figure 1. If dust accumulates inside the computer, it can prevent the flow of air and affect cooling. 

Use a cloth or duster to clean the outside of the computer case. If you use a cleaning product, do not spray it directly on the case. Instead, put a small
amount onto a cleaning cloth or duster and wipe the outside of the case.

While cleaning the case, you should look for and correct things that might cause a problem later:

list of 3 items
• Missing expansion slot covers that let dust, dirt, or living pests into the computer 
• Loose or missing screws that secure adapter cards 
• Missing or tangled cables that can pull free from the case 


  11.5  
Identify and apply common preventive maintenance techniques for personal computer components      
11.5.3  
Inspect computer components   
table end

The best method of keeping a computer in good condition is to examine the computer on a regular schedule. Cleaning provides a good opportunity to make this
inspection. You should have a checklist of components to inspect:

list of 4 items
• CPU and cooling system – Examine the CPU and cooling system for dust buildup. Make sure that the fan can spin freely. Check that the fan power cable is
secure, as shown in Figure 1. Check the fan while the power is on to see the fan turn. Inspect the CPU to be sure that it is seated securely in the socket.
Make sure that the heat sink is well attached. To avoid damage, do not remove the CPU for cleaning. 
• RAM connections – The RAM chips should be seated securely in the RAM slots. Figure 2 shows that sometimes the retaining clips can loosen. Reseat them,
if necessary. Use compressed air to remove any dust. 
• Storage devices – Inspect all storage devices including the hard drives, floppy drive, optical drives, and tape drive. All cables should be firmly connected.
Check for loose, missing, or incorrectly set jumpers, as shown in Figure 3. A drive should not produce rattling, knocking, or grinding sounds. Read the
manufacturer's manual to learn how to clean optical drive and tape heads by using cotton swabs and compressed air. Clean floppy drives with a drive cleaning
kit. 
• Adapter cards – Adapter cards should be seated properly in their expansion slots. Loose cards, as shown in Figure 4, can cause short circuits. Secure
adapter cards with the retaining screw to avoid the cards coming loose in their expansion slots. Use compressed air to remove any dirt or dust on the adapter
cards or the expansion slots. 
list end

NOTE: The video adapter can sometimes become unseated because the large monitor cable can put pressure on it, or it is mishandled when someone is tightening
the retainer screws.

NOTE: If a video adapter is used in an expansion slot, the integrated video adapter from the motherboard is likely to be disabled. If you connect a monitor
to it in error, the computer appears not to work.

These are some common computer items to inspect:

list of 4 items
• Power devices – Inspect power strips, surge suppressors (surge protectors), and UPS devices. Make sure that there is proper and unobstructed ventilation.
Replace the power strip if there have been electrical problems or excessive thunderstorms in the area. 
• Loose screws – Loose screws can cause problems if they are not immediately fixed or removed. A loose screw in the case may later cause a short circuit
or roll into a position where the screw is hard to remove. 
• Keyboard and mouse – Use compressed air or a small vacuum cleaner to clean the keyboard and mouse. If the mouse is the mechanical type, remove the ball
and clean off any dirt. 
• Cables – Examine all cable connections. Look for broken and bent pins. Ensure that all connector retaining screws are finger tight. Make sure cables are
not crimped, pinched, or severely bent. 

 11.6
Troubleshoot computer components and peripherals 

The troubleshooting process helps resolve problems with the computer or peripherals. These problems range from simple, such as updating a drive, to more
complex problems, such as installing a CPU. Use the troubleshooting steps as a guideline to help you diagnose and repair problems. 

After completing this section, you will meet these objectives:

list of 3 items
• Review the troubleshooting process. 
• Identify common problems and solutions. 
• Apply troubleshooting skills. 


  11.6  
Troubleshoot computer components and peripherals      
11.6.1  
Review the troubleshooting process   
table end

Computer technicians must be able to analyze the problem and determine the cause of the error to repair the computer. This process is called troubleshooting.


The first step in the troubleshooting process is to gather data from the customer. Figures 1 and 2 list open-ended and closed-ended questions to ask the
customer.

Once you have talked to the customer, you should verify the obvious issues. Figure 3 lists issues that apply to computer hardware.

After the obvious issues have been verified, try some quick solutions. Figure 4 lists some quick solutions to computer hardware problems.

If quick solutions did not correct the problem, it is time to gather data from the computer. Figure 5 shows different ways to gather information about the
problem from the computer.

At this point, you have enough information to evaluate the problem, research, and implement possible solutions. Figure 6 shows resources for possible solutions.

After you have solved the problem, close with the customer. Figure 7 is a list of the tasks required to complete this step.


List of open-ended questions about computer errors. (This list is NOT comprehensive.)
Can you describe precisely what happens when the computer boots?
How often does the computer fail to start? 
What is the first screen you see when you turn on your computer?
What sounds does the computer make as it starts? 
Is there a pause, or does the computer restart instantly? 
Flash movie end


  11.6  
Troubleshoot computer components and peripherals      
11.6.2  
Identify common problems and solutions   
table end

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. Figure 1 is a chart of common hardware problems and solutions. 

Common Problems and Solutions
Problem Symptom
Possible Solution
Sound card does not work 
Turn off the integrated audio on the motherboard using the BIOS setup program 
Cannot use SCSI drive 
Check SCSI IDs for duplicates
Cannot detect drive after boot up
Check and reseat power cable
System does not start after installing new processor
Reseat processor, verify motherboard compatibility with the BIOS version and the CPU, flash the BIOS
Cannot use external SCSI drive 
Turn on drive before booting computer
System runs for a few minutes, and then locks up 
Check fan power cable, verify fan operation, and verify that thermal compound is properly applied


  11.6  
Troubleshoot computer components and peripherals      
11.6.3  
Apply troubleshooting skills   
table end

Now that you understand the troubleshooting process, it is time to apply your listening and diagnostic skills. 

The first lab is designed to reinforce your skills with PC hardware problems. You will troubleshoot and repair a computer that does not boot.

The second lab is designed to reinforce your communication and troubleshooting skills with PC hardware problems. In this lab, you will perform the following
steps: 

list of 3 items
• Receive the work order 
• Take the customer through various steps to try and resolve the problem 
• Document the problem and the resolution 
list end
 
 Lab: 
Boot Problem
Repair a computer boot problem

Lab: 
Remote Technician Boot Problem
Instruct a customer on how to repair a computer boot problem

 11.7
Summary 

In this chapter, you learned about advanced computer diagnosis and repair, and how to consider upgrades and select components. This chapter also presented
some detailed troubleshooting techniques to help you locate and resolve problems, and present your findings to the customer.

list of 10 items
• You learned about the roles of the field, remote, and bench technicians and the job possibilities that are available to those who enter the workforce
with some knowledge of advanced troubleshooting skills. 
• You are able to explain and perform safe lab procedures and tool use. You can describe basic electrical safety, especially as it applies to monitors and
laser printers. You understand the purpose and enforcement of worker safety standards. 
• You know the safe disposal procedures for various types of computer batteries and types of hardware, such as monitors. 
• You have the ability to advise customers of ways to protect their computers by using good preventive maintenance practices. 
• You can describe ways to clean the external components of a computer, including the monitor, case, printer, and peripherals. You can describe how to clean
internal components of a computer, such as the motherboard, CPU and cooling system, RAM, and adapter cards. 
• You know how to advise customers when it is best to upgrade a computer and components and when it is best to buy new products. 
• You can explain the steps involved in adding and configuring a second hard drive. You can describe the steps involved in updating various computer components,
such as cases, power supplies, the CPU and cooling system, RAM, hard drives, and adapter cards. 
• You are able to demonstrate the use of open- and closed-ended questions that are appropriate for a level-two technician to determine the problem. 
• You can describe the troubleshooting steps, including gathering data from the customer, verifying obvious issues, trying quick solutions first, evaluating
problems, and implementing solutions until the problem is fixed. 
• You have an understanding of the role of the level-two technician, and how to build on the troubleshooting efforts of a level-one technician.