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Getting started with PC hardware support

Unit objectives Identify the external components of a

PC Distinguish between hardware,

software, and firmware Describe troubleshooting models

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Topic A

Topic A: Computer components overview

Topic B: Hardware, software, and firmware

Topic C: Troubleshooting models

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External components

Case Monitor Speaker

Keyboard

Mouse

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Internal componentsPower supply

CD-ROM drive

Hard drive

CPU/fan

Motherboard

Adapter

Floppy drive

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Activity A-1

Identifying external components of a PC

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Notebook computer

Monitor

Keyboard

Touchpad

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Activity A-2

Identifying the components of a network computer

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Topic B

Topic A: Computer components overview

Topic B: Hardware, software, and firmware

Topic C: Troubleshooting models

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Hardware

Physical components:– Monitor– Printer– CD or DVD drive– CPU processing chip

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Software

Instructions processed by CPU– Operating system– Word processors– Spreadsheets– Graphics editors

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Firmware

Software stored on a chip– Software written permanently or semi-

permanently to a computer chip

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Activity B-1

Comparing hardware, software, and firmware

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Topic C

Topic A: Computer components overview

Topic B: Hardware, software, and firmware

Topic C: Troubleshooting models

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Troubleshooting models

CompTIA A+ troubleshooting model CompTIA Network+ model Novell network troubleshooting model The ASID model

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Basic stages of troubleshooting

Back up data Divide and analyze Verify Research Document

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CompTIA A+ model Identify Analyze Test Evaluate Document

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CompTIA Network+ model

Identify the exact issue Re-create the problem Isolate the cause Formulate a correction Implement the correction Test the solution Document the problem and solution Provide feedback

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Novell troubleshooting model

Try some quick, obvious fixes Gather basic information Develop a plan Execute your plan Verify user satisfaction Document the problem and solution

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The ASID model

Acquire Simplify Implement Document

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Documentation

Paper vs. software Organization scheme Level of detail

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Microsoft Knowledge Base

Problem and solution references Download patches and new releases Explanations for many Microsoft error

messages URL is support.microsoft.com Print articles or save articles for later

reference

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Activity C-1

Troubleshooting problems

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Unit summary

Identified the external components of a PC

Distinguished between hardware, software, and firmware

Described troubleshooting models