the complete pc tech

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The Complete PC TechChapter 24

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Overview

• In this chapter, you will learn to

– Describe how computers work

– Explain the nuances of dealing with customers

– Implement a troubleshooting methodology

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CompTIA A+Essentials

Essentials

Getting the Right Sound CardHow Computers Work

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• Three key components

– Input

– Processing

– Output

• Storagealso needed

Computing Process

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Computing Process—Game Example

• Same process in a game– Input with keyboard or mouse– Processed by CPU and servers– Output by sound and video cards

CPU, the w key was just pressed.

I want to go over there.

Okay controller!Taking care of it.

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Computing Process—Game Example

• Processing involves many components

Okay boss, I’m sending the files

now!

Joe wants to go to the island. Hard drive, get the files to RAM; NIC, grab the new data from the server.

Okay CPU, grabbing those packets now.

I’m getting those files from the hard drive.

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Computing Process—Game Example

• Output can be multiple components– Sound and video

Video and Sound, here’s the new data.

Okay CPU, got your changes.

Okay CPU, got the new sound.

Sound cardVideo card

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Sound card

Video card

Computing Process—Game Example

Monitor, update NOW!

Wow, another command from the video card. It

just never stops

And the music plays on.

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Computing Process—Game Example

• Communicating withservers

Second Life servers

Internet

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• Good techs understand the components used for different processes– Input– Processing– Output– Storage

• Knowing which device is used for which process makes troubleshooting easier– Sound problem: look at sound components– Video problem: look at video components

Troubleshooting

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Dealing with Customers

• Eliciting answers– Listen to the customer– Use nonaccusatory communications– NOT, “What did you do?”– Instead, “When did it last work?”

• Integrity– Respect privacy and property of user– Avoid learning other’s passwords– Ethic of reciprocity (or the Golden Rule)– Never do work outside the scope of your duties

without approval from your supervisor

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Dealing with Customers

• Respect– Communicate with users the way you want them to

communicate with you– Act and speak professionally– Remain positive

• If the customer begins to get angry, remember they aren’t angry with you—they are frustrated with the situation

– Don’t let outside interruptions affect your work• Don’t take personal calls

– Remember, without the user needing a tech, you wouldn’t have a job

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Dealing with Customers

• Assertive Communication1. Show understanding and empathy

– “I understand how frustrating it feels to lose data.”

2. State the problem clearly– “Help me understand how the network cable keeps

getting unplugged during your lunch hour.”

3. State what’s needed– “I can’t promise the keyboard will work well if it

gets dirty.”

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• Be prepared with thetools for the job– Tech Toolkit (discussed

in Chapter 2)– Also bring FRUs

(spare parts)

• Backup– Ensure the user’s data is backed up before taking

action that could compromise the data

Troubleshooting Methodology

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Troubleshooting Methodology

• Steps– Analyze the problem

• Identify possible solutions• For example, consider power, connectivity, CMOS, OS

– Test• Test your possible solutions• Test only one solution at a time• If an action doesn’t solve the problem, return the system to

its previous state

– Complete• Evaluate—check all results of your actions• Escalate—ask for help if necessary• Clean up the work environment• Document—follow your company’s policies

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