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Troubleshooting Methodology
Troubleshooting Methodology
Popular Troubleshooting Models
Basic Troubleshooting Stages
Novel 's Model
The ASID Model
Gathering Information from the User
Some Examples
Identifying Hardware or Software Problem
Information Resources
Demo – Help and Support in XP
Demo – Help and Support in Vista
Problem and Resolution Tracking
Professional Communication Guidelines
Pitfalls of Communication
Effective Communication
Verbal Communication
Verbal Guidelines
Nonverbal Communication
Customer Satisfaction
Service–level Agreement
Operating Systems
Windows
Microsoft Vista Business Edition
Macintosh (Mac) OS
Linux
Windows XP Professional Features
32–bit versus 64–bit
The Windows Vista Desktop
Windows XP Professional Desktop
Windows Aero
Aero System Requirements
Control Panel Search
Computer Management Console
Network Folder
Command–line Utility
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Task Manager
Microsoft Management Console
Demo – Vista Features
Directory Structure
Binary and Text Files
File Names and Extensions
Sharing Files with Local Users
Public Folder Sharing in Vista
Demo – Sharing a Folder
Permissions
Demo – Setting NTFS Permissions
Electricity and Power Supplies
Electricity and Power Supplies
Characteristics of Electricity
Alternating and Direct Current
Characteristics, continued
Electricity
Safety Precautions
Electrostatic Discharge (ESD)
Preventing Static Buildup
Preventing Static Discharge
Live Demo – ESD
Live Demo – Outside of the Computer
Live Demo – Inside of the Computer
A PC Power Supply
Voltage Selection Switch
Live Demo – Modern Power Supply
Live Demo – Legacy Power Supply
Power Supply Specifications
Typical Power Requirements
Standard Outputs
Power Connectors
Live Demo – Peripheral Power Connector
Floppy Power Connector
SATA Power Connector
Live Demo – Wire Colors
Motherboard Power Connectors
Live Demo – Motherboard Power Connectors
Power Supply Form Factors
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CPUs and Motherboards
CPUs and Motherboards
Central Processing Unit (CPU)
Control Units
Execution Units
CPU Performance
CPU Design Characteristics
Multiple–processor Support
Processor Specifications
Live Demo – Processor Instal ation
Inside the Case
Chipsets
Northbridge and Southbridge
CPU Packaging
PGA (Pin Grid Array) Package
SECC (Single Edge Cartridge ) Package
Packages
Common Desktop Sockets and Slots
Pentium with MMX CPU & Socket 7 Socket
Live Demo – Cooling Fins and a Fan
Live Demo – Processor Fan
Other Cooling Techniques
Live Demo – Cooling Method
Motherboards
Components
Live Demo – Motherboard
Daughter Board
Live Demo – Riser Card
Form Factor
The Basic Input/Output System
The Basic Input/Output System
Firmware
BIOS
CMOS
BIOS Configuration Procedure
Determining the BIOS Version
Flashing the BIOS
POST Process
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Beep Codes
Numeric Codes
Logo Screen
The Boot Process
Boot Devices
Boot Devices In The System BIOS
Memory Systems
Memory Systems
Memory
Measuring Memory
Larger Memory Units
Memory Types
Volatile vs. Non–volatile Memory
Dynamic vs. Static Memory
Asynchronous vs. Synchronous
Memory Access Types
Task Manager
Performance Tab Indicators
The Performance Tab
Demo – Task Manager
Virtual Memory
Optimizing the Page File
Bus Structures
Bus Structures
Buses
PCI Bus Slots
Video Bus
An AGP Video Bus Slot
System Interaction
Interrupts
IRQs
Device Manager: IRQs
I/O Addresses
Device Manager: I/O Addresses
DMA Channels
Device Manager: DMA Channels
Base Memory Addresses
Device Manager: Base Memory
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Demo – Device Manager
Bus Types
Multifunction Cards
Need for Video Buses
VESA Local Bus
VLB Adapter
PCI–based Video
AGP
Expansion Cards
Expansion Cards
Controllers and Interfaces
PC Drive Interfaces
IDE/ATA
ATA Standards
ATA Motherboard Connectors
Standard ATA Drive Cable
High–speed 80–pin ATA Drive Cable
SATA Data Cable
Live Demo – Drive Identification
SCSI
USB Interfaces
IEEE 1394 (FireWire, i.Link) Interfaces
Video Adapters
Creating an Image
Maximum Colors
Video Standards
SuperVGA
PC Sound
Sound Card Components
A Sound Card
Peripheral Connection Types
Peripheral Connection Types
Ports
Serial Ports
Parallel Ports
Parallel Port Resources
Keyboard Port and Connector
AT Keyboard Port and Connector
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Mouse Port and Connector
Instal ing USB Device via USB Port
Instal ing USB Devices
FireWire Features
Multimedia Connections
Data Storage Devices
Data Storage Devices
Hard Drive Components
Partitioning
Partition Types
File Systems
Formatting
Components of a CD
Chkdsk
Disk Defragmenter
Disk Defragmenter in Windows XP
Video Output and Image Input Devices
Video Output and Image Input Devices
CRT Monitor
CRT Components
Flat–Panel Monitor
LCD Advantages
How an LCD Works
Scanners
Flatbed Scanner
Memory Cards
Printing Images
Digital Camera Connections
Memory Card Readers
Web Cameras
Webcam Example
Printers
Printers
Dot–Matrix Printer
An Inkjet Printer
Laser Printer
Live Demo – Printers
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Other Printer Types
Plotter
Demo – Installing a Printer
Printer Options
Maintenance
Connecting Computers
Connecting Computers
Local Area Network
Basic Types of Networks
The Peer–to–Peer Model
Modems
Modulation/Demodulation
Portable Computers
Portable Computers
Notebook Computer
Typical Notebook Components
Netbooks
Notebook Batteries
Battery Types
Power Adapters
PC Card Types
Monitoring and Management
Monitoring and Management
Windows Diagnostics
System Information Window
Command–Line System Information
Task Manager
The Applications Tab
The Registry
Power Management
Power Option Configuration
Power Plans
Demo – Power
Sleep and Hibernation Modes
Power Options: Notebooks
Power Options: Desktops
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Operating System Troubleshooting
Operating System Troubleshooting
Startup Files
Startup Process
Startup Messages
Operating–System Load Errors
Windows Shutdown Error
Startup Modes
System Configuration Utility
Services Page
Startup Modes for Troubleshooting
System Restore
Security
Security
User Accounts
User Names and Passwords
Password Protection
Creating Strong Passwords
User Account Types
Groups
Authentication
Encryption
Firewalls
Windows Installation and Upgrades
Windows Installation and Upgrades
Instal ing Windows Operating Systems
Clean Instal ation vs. Upgrade
Pre–Instal ation Tasks
File Backup and Transfer
Partitions and Formatting
Windows Vista Instal ation Methods
Devices and Drivers
Driver Signing
Safety and Maintenance
Safety and Maintenance
Office Hazards: Floor Surfaces
Office Hazards: Fire Safety
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Office Hazards: Electrical Safety
Office Hazards: Air Quality
Computer Hazards
Physical Hazards
Laser Printer and Copier Toner
Electrical Hazards
Incident Reporting
Printer/Scanner Maintenance
Power Conditioning
Cleaning Computer Equipment
Laptop Safety
Troubleshooting Hardware
Troubleshooting Hardware
Hardware Related Symptoms
Power–Supply Problems
The Power_Good Signal
Troubleshooting Motherboards & CPUs
Motherboard and CPU Problems
Memory Problems
Drive Controller Problems
Video Adapter Problems
Sound Card Problems
Modem Problems
NIC Indicator Lights
Hard Drive Problems
CD Drive Problems
DVD Drive Problems