© 2007 Cisco Systems, Inc. All rights reserved. module 13 advanced laptops and portable devices 13.0 Introduction   With the increase in demand for mobility, the popularity of laptops and portable devices will continue to grow. During the course of your career, you will be expected to know how to configure, repair, and maintain these devices. The knowledge you acquire about desktop computers will help you service laptops and portable devices. However, there are important differences between the two technologies. To facilitate mobility, laptops and portable devices use wireless technologies more than desktops. All laptops use batteries when they are disconnected from a power source. Docking stations are commonly used to connect a laptop to peripheral devices. As a computer technician, you will be required to configure, optimize, and troubleshoot these docking stations and accessories, as well as the laptop or portable device that they accompany. Many laptop components are proprietary, so some manufacturers require that you complete specialized certification training to perform laptop repairs. Servicing laptops can be very challenging. Mastering the skills necessary to work on laptops is important to your career advancement. After completing this chapter, you will meet these objectives: list of 5 items • Describe wireless communication methods for laptops and portable devices. • Describe repairs for laptops and portable devices. • Select laptop components. • Describe preventive maintenance procedures for laptops. • Describe how to troubleshoot a laptop. 13.1 Describe wireless communication methods for laptops and portable devices  Wireless devices give people the freedom to work, learn, play, and communicate wherever they want. People using wireless-capable devices do not need to be tied to a physical location to send and receive voice, video, and data communications. As a result, wireless facilities, such as Internet cafes, are opening in many countries. College campuses use wireless networks to allow students to sign up for classes, watch lectures, and submit assignments in areas where physical connections to the network are unavailable. This trend toward wireless communications will continue to grow as more people use wireless devices. After completing this section, you will meet these objectives: list of 5 items • Describe Bluetooth Technology. • Describe Infrared Technology. • Describe Cellular WAN Technology. • Describe Wi-Fi Technology. • Describe Satellite Technology.  13.1   Describe wireless communication methods for laptops and portable devices       13.1.1   Describe Bluetooth Technology    table end Bluetooth is a wireless technology that enables devices to communicate over short distances. A Bluetooth device can connect up to seven other Bluetooth devices to create a wireless personal area network (WPAN). This technical specification is described by the Institute of Electrical and Electronics Engineers (IEEE) 802.15.1 standard. Bluetooth devices are capable of handling voice and data and are ideally suited for connecting the following devices: list of 6 items • Laptops • Printers • Cameras • PDAs • Cell phones • Hands-free headsets list end Refer to Figure 1 for common Bluetooth characteristics. The distance of a Bluetooth personal area network (PAN) is limited by the amount of power used by the devices in the PAN. Bluetooth devices are broken into three classifications as shown in Figure 2. The most common Bluetooth network is Class 2, which has a range of approximately 33 feet (10 m). Bluetooth devices operate in the 2.4 to 2.485 GHz radio frequency range, which is in the Industrial, Scientific, and Medical (ISM) band. This band often does not require a license if approved equipment is used. The Bluetooth standard incorporates adaptive frequency hopping (AFH). AFH allows signals to "hop" around using different frequencies within the Bluetooth range, thereby reducing the chance of interference when multiple Bluetooth devices are present. AFH also allows the device to learn frequencies that are already in use and to choose a different subset of frequencies hopping. Security measures are included in the Bluetooth standard. The first time that a Bluetooth device connects, the device is authenticated using a personal identification number (PIN). Bluetooth supports both 128-bit encryption and PIN authentication. Wireless Technologies - Bluetooth Bluetooth Characteristics •Bluetooth is a short-range wireless technology designed to eliminate the need for cables between portable or fixed-configuration devices. Operates at 2.4 to 2.485 GHz in the unlicensed Industrial, Scientific, and Medical (ISM) band. Low power, low cost, and small size. Uses adaptive frequency hopping. Infrared Cellular WAN Wi-Fi Class Satellite  13.1   Describe wireless communication methods for laptops and portable devices       13.1.2   Describe Infrared Technology    table end Infrared (IR) wireless technology is a low-power, short-range wireless technology. IR transmits data using Light Emitting Diodes (LEDs) and receives data using photodiodes. IR wireless networks are globally unregulated. However, the Infrared Data Association (IrDA) defines the specifications for IR wireless communication. Refer to Figure 1 for common IR characteristics. There are four types of IR networks: list of 4 items • Line of sight – Signal is transmitted only if there is a clear, unobstructed view between devices. • Scatter – Signal is bounced off ceilings and walls. • Reflective – Signal is sent to an optical transceiver and is redirected to the receiving device. • Broadband optical telepoint – Transmission can handle high-quality multimedia requirements. list end Infrared networks are ideal for connecting laptops to the following types of devices that are in close proximity: list of 6 items • Multimedia projector • PDA • Printer • Remote control • Wireless mouse • Wireless keyboard list end The setup and configuration of IR devices is quite simple. Many IR devices connect to the USB port on a laptop or desktop computer. Once the computer detects the new device, Windows XP install the appropriate drivers as shown in Figure 2. The installation is similar to setting up a local area network connection. IR is a practical, short-range connection solution, but it has some limitations: list of 4 items • IR light cannot penetrate ceilings or walls. • IR signals are susceptible to interference and dilution by strong light sources, such as florescent lighting. • Scatter IR devices are able to connect without the line of sight, but data transfer rates are lower and distances are shorter. • IR distances should be 3 feet (1 m) or less when used for computer communications. Wireless Technologies - Infrared Wireless Technologies - Infrared Wireless Technologies Bluetooth Characteristics Infrared (IR) wireless technology is low-power, short-range wireless technology that uses Light Emitting Diodes. Infrared light signals operate in the lowest light frequency and transmission distances are limited to a few feet or meters. Infrared light cannot penetrate ceilings or walls. Infrared Cellular WAN Wi-Fi Satellite  13.1   Describe wireless communication methods for laptops and portable devices       13.1.3   Describe Cellular WAN Technology    table end Originally, cellular networks were designed for voice communication only. Cellular technology has been evolving and now enables the transfer of voice, video, and data simultaneously. It also enables the use of laptops and portable devices remotely. With a cellular WAN adapter installed, a laptop user is able to travel and access the Internet. Refer to Figure 1 for common cellular WAN characteristics. Although slower than DSL and cable connections, cellular WANs are still fast enough to be classified as a high-speed connection. To connect a laptop to a cellular WAN, you should install an adapter that is designed to work with cellular networks. A cellular adapter needs to support some or all of the following: list of 7 items • Global System for Mobile Communications (GSM) – Worldwide cellular network • General Packet Radio Service (GPRS) – Data service for users of GSM • Quad-band – Allows a cellular phone to operate on all four GSM frequencies: 850 MHz, 900 MHz, 1800 MHz, and 1900 MHz • Short Message Service (SMS) – Text messages • Multimedia Messaging Service (MMS) – Multimedia messages • Enhanced Data Rates for GSM Evolution (EDGE) – Provides increased data rates and improved data reliability • Evolution-Data Optimized (EV-DO) – Faster download rates list end Connecting to a cellular WAN is a simple process. Cellular WAN cards, as shown in Figure 2, are Plug and Play (PnP). These cards plug in to the PC Card slot or are built in to the laptop. Cellular WAN connections are powerful two-way wireless networks that have been around since the late 1970s. Cellular networks operate in one of two ranges: approximately 800 MHz and approximately 1900MHz. Three generations of cellular WAN include voice-only analog, digital, and high-speed data and voice. Infrared • Cellular WAN • Wi-Fi Wireless Technologies Satellite  13.1   Describe wireless communication methods for laptops and portable devices       13.1.4   Describe Wi-Fi Technology    table end The wireless technology Wi-Fi is based on IEEE 802.11 networking standards and specifications. The number 802.11 denotes a set of standards that are specified in the IEEE 802.11 documentation. Hence, the terms 802.11 and Wi-Fi are interchangeable. Figure 1 shows some characteristics of Wi-Fi. There are currently four major Wi-Fi, 802.11 standards: list of 4 items • 802.11a • 802.11b • 802.11g • 802.11n (draft standard) list end Technicians often refer to Wi-Fi standards by just the final letters. For example, a technician may refer to an 802.11b wireless router as simply a “b” router. The 802.11g standard was released in 2003 and is currently the most common Wi-Fi standard. The 802.11n standard was released in draft form in 2006 and may be modified slightly before becoming an official IEEE standard. The 802.11b, 802.11g, and 802.11n standards use the 2.4 GHz frequency band. The 2.4 GHz frequency band is unregulated and heavily used. The large amount of traffic can cause wireless signals in the 2.4 GHz range to be interfered with by other 2.4 GHz wireless devices. For this reason, the 802.11a standard was designed to use the 5.0 GHz frequency band. As a result, 802.11a is not compatible with other 802.11x standards. See Figure 2 for data rate and range information. Security is a major concern for wireless networks. Anyone within the coverage area of a wireless router can potentially gain access to the network. These precautions should be taken for security purposes: list of 4 items • Never send login or password information using clear, unencrypted text. • Use a VPN connection when possible. • Enable security on home networks. • Use Wi-Fi Protected Access (WPA) security. list end Wi-Fi Protected Access standards (WPA, WPA2) are used to secure Wi-Fi networks. WPA uses a sophisticated encryption and authentication technology to protect data flow between Wi-Fi devices. WPA uses a 128-bit encryption key and should be enabled on all wireless devices. WPA was introduced to replace wired equivalent privacy (WEP), which had known security issues. Wireless Fidelity (Wi-Fi) is a wireless technology that provides a simple connection from anywhere within the range of a base station. Connection distances of 300 feet (91m) or more, depending on the environment. Ease of access makes Wi-Fi a simple solution for network connectivity. Infrared • Cellular WAN • Wi-Fi Standard Satellite  13.1   Describe wireless communication methods for laptops and portable devices       13.1.5   Describe Satellite Technology    table end Satellite service is ideal for rural or remote users who require high-speed, broadband access in areas where no other high-speed services are available. However, because of the higher initial cost and relatively slower speeds, high-speed satellite network connections are recommended only if a cable or Digital Subscriber Line (DSL) connection is unavailable. Refer to Figure 1 for common satellite characteristics. Satellite Internet connections use two-way data channels. One channel is used for uploading and another for downloading. Both download and upload can be accomplished using a satellite connection. In some cases, a telephone line and modem are used for the upload. Download speeds are typically in the 500 Kbps range, while uploads are around 50 Kbps, making this an asymmetrical connection similar to DSL. Satellite connections are slower than cable or DSL connections but faster than telephone modem connections. Connecting by satellite has some advantages: list of 3 items • Two-way, high-speed Internet access, available in rural and remote areas • Quick file downloads • Satellite dish may be also be used for TV access list end Proper placement, installation, and configuration of a satellite system are important for the system to work effectively. Even if you point the satellite dish toward the equator where most satellites orbit the Earth, obstructions and adverse weather can still interfere with signal reception. Specific equipment is needed to set up a satellite connection: list of 3 items • 24-inch (610 mm) satellite dish • Modem for uplink and downlink • Coaxial cable and connectors list end   Activity Wireless Technologies Complete the wireless technology matching activity in Figure 2   Satellite networks are faster than dial-up connections but slower than cable and DSL connections. Satellite service is ideal for rural or remote Internet users. Downloading files is faster than uploading files. Adverse weather conditions can interfere with satellite reception. Infrared Cellular WAN Wi-Fi Bluetooth Satellite 13.2 Describe repairs for laptops and portable devices  When a laptop or portable device begins to malfunction, what should you do? There are some parts of a laptop – typically called Customer Replaceable Units (CRUs) – that can be replaced by the customer. CRUs include such components as the laptop battery and additional RAM. Parts that should not be replaced by the customer are called Field Replaceable Units (FRUs). FRUs include such components as the laptop motherboard, LCD display, and keyboard. In many cases, the device may need to be returned to the place of purchase, a certified service center, or even to the manufacturer. A repair center can provide service on laptops made by different manufacturers, or a repair center may specialize in a specific brand and be considered an authorized dealer for warranty work and repair. The following are common repairs performed at local repair centers: list of 8 items • Hardware and software diagnostics • Data transfer and recovery • Hard drive installation and upgrades • RAM installation and upgrades • Keyboard and fan replacement • Internal laptop cleaning • LCD screen repair • LCD inverter and backlight repair list end Most repairs to LCD displays must be performed in a repair center. The repairs include replacing the LCD screen, the backlight that shines through the screen to illuminate the display, and the inverter that produces the high voltage required by the backlight. If the backlight has failed, the screen is only visible when looking at it from an angle. If no local services are available, you may be required to send the laptop to a regional repair center or to the manufacturer. If the laptop damage is severe or requires specialized software and tools, the manufacturer can decide to replace the laptop instead of attempting a repair. CAUTION: Before attempting to repair a laptop or portable device, check the warranty to see if repairs during the warranty period must be done at an authorized service center to avoid invalidating the warranty. If you repair a laptop yourself, you should always back up the data and disconnect the device from the power source.   Worksheet Investigating Repair Centers Research repair center services 13.3 Select laptop components  Laptop components need to be replaced for a variety of reasons. The original part may be worn, damaged, or faulty. You may want additional functionality, such as a wireless PC card that supports new standards. You may want to improve performance by adding memory. When implementing any of these changes, make sure that all new components are physically and electrically compatible with the existing components and operating system. It is always a good idea to purchase components from a reputable source and research the warranty information. Components generally fall into two categories: retail packaged or original equipment manufacturer (OEM). Retail packaged, or retail box, components usually come with documentation, a full warranty, cables, mounting hardware, drivers, and software. OEM components are usually sold without packaging. OEM components require the user to locate documentation, software, drivers, and any additional hardware that may be needed. OEM components are usually less expensive and offer a shorter warranty period than similar retail packaged components. Using OEM components can result in substantial savings when upgrades are performed in bulk on many laptops and additional support is not needed. After completing this section, you will meet these objectives: list of 4 items • Select batteries. • Select a docking station or port replicator. • Select storage devices. • Select additional RAM.  13.3   Select laptop components       13.3.1   Select batteries    table end How do you know when you need a new laptop battery? The signs may not always be apparent, but some are obvious: list of 4 items • Laptop shuts off immediately when AC power is removed • Battery is leaking • Battery overheats • Battery does not hold a charge list end If you experience problems that you suspect are battery related, exchange the battery with a known, good battery that is compatible with the laptop. If a replacement battery cannot be located, take the battery to an authorized repair center for testing. A replacement battery must meet or exceed the specifications of the laptop manufacturer. New batteries must use the same form factor as the original battery. Voltages, power ratings, and AC adapters must also meet manufacturer specifications. NOTE: Always follow the instructions provided by the manufacturer when charging a new battery. The laptop can be used during an initial charge, but do not unplug the AC adapter. Ni-Cad and NiMH rechargeable batteries should occasionally be discharged completely to remove the charge memory. When the battery is completely discharged, it should then be charged to maximum capacity. CAUTION: Care should always be taken when handling batteries. Batteries can explode if improperly charged, shorted, or mishandled. Be sure that the battery charger is designed for the chemistry, size, and voltage of your battery. Batteries are considered toxic waste, and must be disposed of according to local laws.  Worksheet Laptop Batteries Research laptop batteries    13.3   Select laptop components       13.3.2   Select a docking station or port replicator    table end Docking stations and port replicators increase the number of ports available to a laptop. A port replicator may contain a SCSI port, a networking port, PS/2 ports, USB ports, and a game port. A docking station has the same ports as a port replicator, but adds the ability to connect to PCI cards, additional hard drives, optical drives, and floppy drives. Docking stations make it convenient to connect a laptop to an office network and peripherals. A laptop connected to a docking station has the same capabilities as a desktop computer. Figure 1 shows several docking stations and port replicators that support the same laptop. Docking stations and port replicators offer several connection options: list of 11 items • Ethernet (RJ-45) • Modem (RJ-11) • S-Video, TV out • USB 2.0 port • External monitor • Parallel port • High-speed serial port • IEEE 1394 port • Stereo headphone output • Stereo microphone input • Docking port list end Some docking stations connect to a laptop using a docking station port that is located on the bottom of the laptop as shown in Figure 2. Other docking stations are designed to plug directly into a USB port of the laptop. Most laptops can be docked when in use or while shut off. The addition of new devices when docking can be handled by using PnP technology that recognizes and configures the newly added components, or by having a separate hardware profile for the docked and undocked state. Many docking stations and port replicators are proprietary and only work with particular laptops. Before buying a docking station or port replicator, check the laptop documentation, or the website of the manufacturer to determine the appropriate make and model for the laptop.  Worksheet Docking Station Research laptop docking stations  13.3   Select laptop components       13.3.3   Select storage devices    table end Storage devices are CRUs, unless a warranty requires technical assistance. There are several options when adding, replacing, or upgrading a storage device for a laptop: list of 3 items • External USB hard drive • Firewire hard drive • DVD/CD burner list end The form factor of an internal hard drive storage device is smaller for a laptop than for a desktop computer. However, the smaller drive may have a greater storage capacity. An external USB hard drive connects to a laptop using the USB port. Another type of external drive is the IEEE 1394 external hard drive that connects to the Firewire port. A laptop automatically detects when an external hard drive is plugged into a USB or Firewire port. A DVD/CD RW drive is an optical drive that reads and writes data to and from a CD, and reads data from a DVD. This is a convenient method of creating backups and archiving data. The two most common types of writable CDs and DVDs are writable (R) and rewritable (RW). Before purchasing a new internal or external hard drive, check the laptop documentation or the website of the manufacturer for compatibility requirements. Documentation often contains Frequently Asked Questions (FAQs) that may be helpful. It is also important to research known laptop component issues on the Internet.  Worksheet DVD Drive Research Research DVD drives    13.3   Select laptop components       13.3.4   Select additional RAM    table end Adding RAM can make a laptop perform better. Additional RAM speeds up the process by decreasing the number of times the operating system reads and writes data to the hard drive swap file. Reading and writing data directly from RAM is faster than using swap files. Also, RAM helps the operating system run multiple applications more efficiently. Graphic processing in laptops is usually performed by the CPU and often requires extra RAM to store the video while the CPU decodes it for viewing. New applications, such as video sharing and video editing, demand increased performance from laptops. Installing expansion RAM can help increase laptop performance. The make and model of the laptop determines the type of RAM chip needed. It is important to select the correct memory type that is physically compatible with the laptop. Most desktop computers use memory that fits into a Dual Inline Memory Module (DIMM) slot. Most laptops use a smaller profile memory chip that is called Small Outline DIMM (SODIMM). SODIMMs are smaller than DIMMs, so they are ideal for use in laptops, printers, and other devices where conserving space is desirable. When replacing or adding memory, determine if the laptop has available slots to add memory, and that the laptop supports the quantity and type of memory to be added, as shown in Figure 1. Before purchasing and installing additional RAM, consult the laptop documentation or the website of the manufacturer for form-factor specifications. Use the documentation to find where to install RAM on the laptop. On most laptops, RAM is inserted into slots behind a cover on the underside of the case, as shown in Figure 2. However, on some laptops, the keyboard must be removed to access the RAM slots. CAUTION: Before installing RAM, remove the battery and unplug the computer from the electrical outlet to avoid damage related to ESD when you are installing memory modules. To confirm the currently installed amount of RAM, check the POST screen, BIOS, or System Properties window. Figure 3 shows where the amount of RAM can be found in the System Properties window: Start > Control Panel > System > General Tab  Worksheet Laptop RAM Research laptop expansion memory   13.4 Describe preventive maintenance procedures for laptops  Preventive maintenance should be scheduled at regular intervals to keep laptops running properly. Because laptops are portable, they are more likely than desktop computers to be exposed to these harmful materials and situations: list of 6 items • Dirt and contamination • Spills • Wear and tear • Drops • Excessive heat or cold • Excessive moisture list end Properly managing data files and folders can ensure data integrity. After completing this section, you will meet these objectives: list of 2 items • Describe how to schedule and perform maintenance for laptops. • Explain how to manage data version control between desktops and laptops.  13.4   Describe preventive maintenance procedures for laptops       13.4.1   Describe how to schedule and perform maintenance for laptops    table end Proper care and maintenance can help laptop components run more efficiently and extend the life of the equipment. An effective preventive maintenance program must include a routine schedule for maintenance. Most organizations will have a preventive maintenance schedule in place. If a schedule does not exist, work with the manager to create one. The most effective preventive maintenance programs require a set of routines to be conducted monthly, but still allow for maintenance to be performed when usage demands it. The preventive maintenance schedule for a laptop may include practices that are unique to a particular organization, but should also include these standard procedures: list of 3 items • Cleaning • Hard drive maintenance • Software updates list end To keep a laptop clean, be proactive, not reactive. Keep fluids away from the laptop. Do not eat when you are working on your laptop, and close the laptop when it is not in use. When cleaning a laptop, never use harsh cleaners or solutions that contain ammonia. Nonabrasive materials, as shown in Figure 1, are recommended for cleaning a laptop: list of 4 items • Compressed air • Mild cleaning solution • Cotton swabs • Soft, lint-free cleaning cloth list end CAUTION: Before you clean a laptop, disconnect it from all power sources. Routine maintenance includes the monthly cleaning of these laptop components: list of 5 items • Exterior case • Cooling vents • I/O ports • Display • Keyboard list end NOTE: At any time, if it is obvious that the laptop needs to be cleaned, clean it. Do not wait for the next scheduled maintenance. The operating system should also be maintained. The hard drive can become disorganized as files are opened, saved, and deleted. The computer can slow down if the operating system is searching through fragmented files. Fortunately, Windows XP has two programs that help clean up the hard drive: list of 2 items • Disk Cleanup • Disk Defragmenter list end To Run Disk Cleanup [Figure 2]: list of 4 items 1. Select the hard drive that you want to clean. 2. Right-click and choose Properties. 3. On the General tab, click Disk Cleanup. 4. A series of check boxes displays the files that are available for deletion. Check the boxes of the file that you want to delete, and click OK. list end To Run Disk Defragmenter [Figure 3]: list of 3 items 1. Select the hard drive that you want to clean. 2. Right-click and choose Properties. 3. On the Tools tab, click Defragment Now. The length of time to complete the defragmentation varies according to how fragmented the hard drive is. list end NOTE: It may be necessary to close all programs running in the background before running Disk Defragmenter.  13.4   Describe preventive maintenance procedures for laptops       13.4.2   Explain how to manage data version control between desktops and laptops    table end It is important to manage your data files and folders properly. Restore and recover procedures, as well as backups, are more successful if the data is organized. Windows XP has a default location, sometimes available as an icon on the desktop called My Documents. You can use My Documents to create a folder structure and store files. When moving files from a laptop to a desktop computer, start by creating a similar folder structure in both locations. Files can be transferred over a network, with an optical disc, or with a portable drive. You should be careful that data copied from one computer does not inadvertently overwrite data on the other computer. When you are copying a file to a destination folder, you might encounter a “Confirm File Replacement” message as shown in Figure 1. This message indicates that Windows XP has stopped the copying process until you choose whether to replace or not to replace the original file with the file that is being transferred. If you are unsure, select “No”. To determine which file to keep, compare the dates and file size. You may also open the files to view their content. NOTE: No operating system allows files with the same name to exist in the same folder. CAUTION: Be careful not to unintentionally “cut” a file from its original location when you only meant to “copy” it. 13.5 Describe how to troubleshoot a laptop  The troubleshooting process helps resolve problems with the laptop 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.  13.5   Describe how to troubleshoot a laptop       13.5.1   Review the troubleshooting process    table end Computer technicians must be able to analyze the problem and determine the cause of the error to repair a laptop. 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 laptops. After the obvious issues have been verified, try some quick solutions. Figure 4 lists some quick solutions to laptop 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 laptop. 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, you close with the customer. Figure 7 is a list of the tasks required to complete this step. List of open-ended questions about laptop errors. (This list is NOT comprehensive.) In what environment are you using your laptop? When did the problem start? What problems are you experiencing? Can you describe precisely what happens when the laptop boots? Is there anything else you can tell me about the problem?  13.5   Describe how to troubleshoot a laptop       13.5.2   Identify common problems and solutions    table end Laptop problems can be attributed to hardware, software, networks, or some combination of the three. You will resolve some types of laptop problems more often than others. Figure 1 is a chart of common laptop problems and solutions. Verify the Obvious Issues Problem Symptom Possible Solution A laptop user complains that numerous peripheral cables are constantly getting tangled. Provide information to the user about cordless peripherals. A laptop user is unable to connect to the wireless network. Reconfigure the wireless security on the laptop to connect to the security system used by the network. The laptop keyboard no longer works. The keyboard is a FRU. Advise the customer to take the laptop to a repair center or return it to the manufacturer. A user reports that the laptop battery needs recharging more frequently than when it was new. Have the user completely discharge the battery, then fully recharge it. A user obtains a new laptop and reports that it does not fit in the existing docking station. Docking stations are proprietary. Verify that the user has a compatible model.  13.5   Describe how to troubleshoot a laptop       13.5.3   Apply troubleshooting skills    table end Now that you understand the troubleshooting process, it is time to apply your listening and diagnostic skills. The worksheet is designed to reinforce your communication skills to verify information from the customer.  Worksheet Verify work order information Verify the information gathered by the level-one technician   13.6 Summary  This chapter has described components of laptops and portable devices. Here are some important concepts contained in this chapter: list of 13 items • Bluetooth creates a small wireless PAN for connected cell phones, printers, and laptops. • An IR network uses infrared light to create short-range networks that are primarily used to control input devices and mobile devices. • A cellular WAN allows you to use your cell phone and laptop for voice and data communications. • The most popular wireless technology is Wi-Fi. There are four major Wi-Fi releases, each with different speed and bandwidth ratings: IEEE 802.11 a, b, g, and n. • Satellite networks are faster than modems, but slower than DSL and cable networks. Satellite networks are primarily used in remote locations. • A CRU is a component that a user can easily install without technical training. • A FRU is a component that a trained service technician may install at a remote location. • Most repairs can be done at customers’ sites or at any local repair center. However, there are occasions when a laptop must be sent directly to the manufacturer for repairs. • Professional technicians follow preventive maintenance schedules to keep their equipment at optimal performance levels. • Laptops are more susceptible to contamination and damage. A well-maintained laptop will reduce repair costs. • A docking station allows a laptop to easily connect to peripheral devices similar to those found on desktop computers. A port replicator can be added to a laptop if the user needs more I/O ports. • Mastering the steps in troubleshooting laptop problems is considered a career milestone by many technicians. • A well-trained technician must possess good customer communications skills.