chapter pc repair fundamentals

87

PC Repair Fundamentals

• About toolsyou’ll need as aPC supporttechnician

• How to developa preventivemaintenance planand what toinclude in it

• How to workinside a computercase

• What happenswhen you firstturn on a PCbefore the OS isloaded

• How to approachand solve a PCproblem

• How to trouble-shoot a failedboot before theOS is loaded

In this chapter,you will learn:

CHAPTER

3

In the last two chapters, you have been introduced to hardware andoperating systems. In this chapter, you will learn about your job as

a PC support technician and the tools and techniques you’ll use.The best support technicians are good at preventing a problem fromhappening in the first place, so in this chapter, you’ll learn how todevelop a preventive maintenance plan and use it. You’ll also learnhow to work inside a computer case and about what happens whenyou first turn on a PC.

Next in the chapter, you’ll learn about some common-sense guide-lines to solving computer problems. You’ll learn how to interview theuser, how to isolate a problem into one that either happens before orafter the boot, and how to troubleshoot and solve a problem with afailed boot. This chapter is the first of several chapters that take youone step at a time into diagnosing and solving PC problems.

This chapter lays a strong foundation for troubleshooting that wewill build on in later chapters. Much of what is covered in this chap-ter is introductory in nature; in later chapters, we’ll dig into the manydetails of troubleshooting each subsystem introduced in this chapter.

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9781435429185, A+ Guide to Managing and Maintaining Your PC by Jean Andrews, Ph.D. - © Cengage Learning

PC SUPPORT TECHNICIAN TOOLS

Several hardware and software tools can help you maintain a computer and diagnose andrepair computer problems. The tools you choose depend on the amount of money you canspend and the level of PC support you expect to provide.

Essential tools for PC troubleshooting are listed here, and several of them are shown inFigure 3-1. You can purchase some of these tools in a PC toolkit, although most PC toolkits contain items you really can do without.

CHAPTER 388 PC Repair Fundamentals

AC groundtester

Network cabletesters

Multimeter

Cable ties

Figure 3-1 PC support technician tools

Here is a list of essential tools:

Ground bracelet, ground mat, or ground gloves to use when working inside the com-puter case. How to use them is covered later in the chapter.Flat-head screwdriverPhillips-head or cross-head screwdriverTorx screwdriver set, particularly size T15Tweezers, preferably insulated ones, for picking pieces of paper out of printers ordropped screws out of tight placesExtractor, a spring-loaded device that looks like a hypodermic needle (When you pushdown on the top, three wire prongs come out that can be used to pick up a screw thathas fallen into a place where hands and fingers can’t reach.)Recovery CD, DVD, or floppy disk for any OS you might work on (You might needseveral, depending on the OSs you support.)

The following tools might not be essential, but they are very convenient:

Cans of compressed air or anti-static vacuum cleaner to clean dust from inside acomputer caseCleaning solutions and pads such as contact cleaner, monitor wipes, cleaning solutionsfor CDs, DVDs, and tapes and drivesMultimeter to check the power supply output (see Appendix B)Needle-nose pliers for removing jumpers and for holding objects in place while youscrew them in (especially those pesky nuts on cable connectors)Cable ties to tie cables up and out of the way inside a computer caseFlashlight to see inside the PC case

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89PC Support Technician Tools

Figure 3-2 Windows Setup CD and Windows Recovery CDs for a notebook computer

AC outlet ground testerNetwork cable testerLoop-back plugs to test portsSmall cups or bags to help keep screws organized as you workAntistatic bags (a type of Farady Cage) to store unused partsChip extractor to remove chips (to pry up the chip; a simple screwdriver is usuallymore effective, however)Pen and paper for taking notesDiagnostic cardsUtility software, virus detection software, and diagnostic software on floppy disks or CD

Keep your tools in a toolbox designated for PC troubleshooting. If you put disks andhardware tools in the same box, be sure to keep the disks inside a hard plastic case to pro-tect them from scratches and dents. In addition, make sure the diagnostic and utility soft-ware you use is recommended for the hardware and software you are troubleshooting.

Now let’s turn our attention to the details of several support technician tools, includingrecovery CDs, loop-back plugs, cleaning pads and solutions, and POST diagnostic cards.

RECOVERY CDsA recovery CD can be used to boot a system and repair or reinstall the Windows operatingsystem. This recovery CD should be the Windows Setup CD that was used to originallyinstall Windows. However, in a pinch, you can use another Windows Setup CD as long as itis for the version of Windows you are using.

If you have a notebook computer or a brand-name computer such as a Dell, IBM, orGateway, use the recovery CD provided by the manufacturer instead of a regular WindowsSetup CD. This recovery CD, as shown in Figure 3-2, has drivers specific to your system, andthe Windows build that is on the recovery CD might be different from the one provided by anoff-the-shelf Windows Setup CD. For example, a Windows XP Home Edition installation on anotebook computer might have been built with all kinds of changes made to it by the note-book manufacturer. These changes will make it different from a Windows XP Home Editioninstallation that was sourced from a package bought in a retail store. When you purchase a

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brand-name computer, the recovery CD is sometimes included in the package. If it is notincluded, you can order it from the manufacturer. To order it, go to the manufacturer’s Website support section and find the recovery CD specific to your desktop or notebook computer.

For some brand-name computers, the hard drive contains a hidden recovery partitionthat can be used to reinstall Windows. Sometimes this hidden partition contains a utilitythat can be used to create a recovery CD. However, know that the CD must have alreadybeen created if it is to be there to help you in the event the entire hard drive fails. Toaccess the utilities on the hidden partition, press a key during startup. Which key to pressis displayed on the screen early in the boot before the OS is loaded. For example, oneGateway computer displays the message “Press F11 to start recovery.” When you pressF11, a menu is displayed giving you the opportunity to reinstall Windows from setup fileskept in the hidden partition.

LOOP-BACK PLUGSA loop-back plug is used to test a serial, parallel, USB, network, or other port. To use one totest a port, you plug in the loop-back plug and then run the software that comes with theplug to test the port. Figure 3-3 shows loop-back plugs that come with CheckIt diagnosticsoftware from SmithMicro Software (www.smithmicro.com).


Figure 3-3 Loop-back plugs used to test serial and parallel ports

CLEANING PADS AND SOLUTIONSAs a PC technician, you’ll find yourself collecting different cleaning solutions and cleaningpads to clean a variety of devices, including the mouse and keyboard, CDs and DVDs andtheir drives, tapes and tape drives, and CRT and LCD monitors. Figure 3-4 shows a fewof these products. The contact cleaner in the figure is used to clean the contacts on expan-sion cards, which might solve a problem with a faulty connection. You’ll learn how andwhen to use these products later in this chapter and in other chapters in the book.

Most of these cleaning solutions contain flammable and poisonous materials. Take carewhen using them that they don’t get on your skin or in your eyes. To find out what to do ifyou accidentally get exposed to a dangerous solution, look on the instructions printed onthe can or check out the material safety data sheet (see Figure 3-5). A material safety datasheet (MSDS) explains how to properly handle substances such as chemical solvents.

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91PC Support Technician Tools

Figure 3-4 Cleaning solutions and pads

Figure 3-5 Each chemical you use should have available a material safety data sheet

An MSDS includes information such as physical data, toxicity, health effects, first aid, stor-age, shipping, disposal, and spill procedures. It comes packaged with the chemical, or youcan order one from the manufacturer, or find one on the Internet (see www.ilpi.com/msds).

If you have an accident with these or other dangerous products, your company or organi-zation might require you to report the accident to your company and/or fill out an accidentreport. Check with your organization to find out how to handle reporting these types ofincidents.

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POST DIAGNOSTIC CARDSAlthough not an essential tool, a POST diagnostic card can be of great help to discover andreport computer errors and conflicts at POST. If you have a problem that prevents the PCfrom booting that you suspect is related to hardware, you can install the diagnostic card inan expansion slot on the motherboard and then attempt to boot. The card monitors theboot process and reports errors, usually as coded numbers on a small LED panel on thecard. You then look up the number in the documentation that accompanies the card to getmore information about the error and its source.

Examples of these cards are listed below. The Post Code Master card is shown inFigure 3-6:


PCI Error Testing/Debug Card by Winic Corporation (www.winic.com)POSTcard V3 by Unicore Software, Inc. (www.unicore.com)Post Code Master by MSD, Inc. (www.postcodemaster.com)

Before purchasing these or any other diagnostic tools or software, read the documentationabout what they can and cannot do, and, if possible, read some product reviews. The Internetis a good source of information.

PERSONAL COMPUTER PREVENTIVE MAINTENANCE

Much in this chapter is about troubleshooting, but it is much better to know how to takesome steps to prevent certain computer problems from occurring in the first place. The morepreventive maintenance work you do initially, the fewer problems you are likely to havelater, and the less troubleshooting and repair you will have to do.

If you are responsible for the PCs in an organization, make and implement a preventivemaintenance plan to help prevent failures and reduce repair costs and downtime. In addition,you need a disaster recovery plan to manage failures when they occur. PC failures are causedby many different environmental and human factors, including heat, dust, magnetism, powersupply problems, static electricity, human error (such as spilled liquids or an accidental changeof setup and software configurations), and viruses. The goals of preventive maintenance areto reduce the likelihood that the events that cause PC failures will occur and to lessen the dam-age if they do.

Figure 3-6 Post Code Master diagnostic card by MSD, Inc.

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3This section focuses on several preventive maintenance tasks including what to do when

a computer becomes your permanent responsibility, how to create a preventive maintenanceplan, how to deal with dust, how to prepare a computer for shipping, and how to dispose ofused equipment.

WHEN A PC IS YOUR PERMANENT RESPONSIBILITYWhen you are the person responsible for a PC, either as the user or as the ongoing supportperson for the PC and the user, you need to prepare for future troubleshooting situations.This section describes tasks and procedures for doing this.

KEEP GOOD BACKUPS OF DATA AND SYSTEM FILESSuppose the hard drive on your computer stopped working. It’s totally dead and everything onit is lost. How would that affect you? What would be lost and what would that cost you intime, stress, and money? You need to keep good backups of data, including your data files, e-mail address list, and e-mail attachments. You also need backups of Windows system filesincluding the registry. How toback up Windows system files iscovered in Chapter 12 and howto keep good backups of userdata is covered in Chapter 13.

DOCUMENT ALL SETUPCHANGES, PROBLEMS,AND SOLUTIONSWhen you first set up a newcomputer, start a record bookabout this computer, using eithera file on disk or a notebook ded-icated to this machine. In thisnotebook or file, record anychanges in setup data as well as any problems you experience or maintenance that you do onthis computer. Be diligent in keeping this notebook up to date, because it will be invaluable indiagnosing problems and upgrading equipment. Keep a printed or handwritten record of allchanges to setup data for this machine, and store the record with the hardware and softwaredocumentation. This record needs to include changes to BIOS and jumper settings on the moth-erboard, which you’ll learn how to do later in the chapter.

If you are not the primaryuser of the computer, youmight want to keep the hard-ware documentation separatefrom the computer itself.Label the documentation sothat you can easily identifythat it belongs to this com-puter. Some support peopletape a large envelope insidethe computer case, containingimportant documentation and records specific to that computer. On the other hand, ifyou’re also responsible for software reference manuals, know that these manuals need tobe kept in a location that is convenient for users.

93Personal Computer Preventive Maintenance

In most situations, you don’t need to back up installed appli-cations. If the application gets corrupted, you can install itagain using the setup CDs. It’s extremely important that youhave the original setup CDs handy when a hard drive fails–without these CDs, you won’t be able to reinstall the software.If you like, you can also make one backup copy of a setup CD.According to copyright laws, you have the right to make abackup of the installation CD or floppy disks in case the CD ordisks fail. You can keep your copy in a safe place in the eventthat something happens to the original. Users that you sup-port also need to understand that you cannot reinstall soft-ware installed on their systems if the software has beenpirated and the CDs are no longer available.

Notes

You can also keep a record of all troubleshooting you do on acomputer in a word-processing document that lists all the prob-lems you have encountered and the solutions you used. Thiswill help you save time in troubleshooting problems you haveencountered before. Store the document file on a flash drive orfloppy disk that you keep with the computer’s documentation.You might want to make a new printout each time the documentchanges.

Notes

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PROTECT THE SYSTEM AGAINST VIRUSES AND OTHER ATTACKSIn today’s world, most people have Internet access and the Internet is full of viruses, worms,and other malicious software looking for a way into your system. To protect your system,use the following tips:

Always Use a FirewallA firewall is hardware or software that prevents hackers or malicious software from gettinginto your computer without your knowledge. For Windows XP, you can use WindowsFirewall. (Windows 2000 and Windows 9x/Me do not offer a firewall. For these OSs, youneed to use third-party software.) Within Windows XP, you can change firewall settings byclicking Start and right-clicking My Network Places. Then, select Properties from the short-cut menu. The Network Connections window opens, as shown in Figure 3-7.


Figure 3-7 Use the Windows XP Network Connections window to change firewall settings

Select your network connection (in the figure, the Local Area Connection is selected), andclick Change Windows Firewall settings. The Windows Firewall window opens, as shownin Figure 3-8. Make sure On (recommended) is selected and click OK to apply the change.You’ll learn more about this and other firewalls in Chapter 19.

Install and Run Antivirus SoftwareInstall and run antivirus (AV) software and keep it current. Configure the AV software sothat it automatically downloads updates to the software and runs in the background.To be effective, AV software must be kept current and must be turned on. Set the AV

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Keep Windows Updates CurrentMicrosoft is continually releasing new patches, fixes, and updates for Windows XP, and, toa limited degree, for Windows 2000. For these OSs, you need to keep your installation ofWindows current with all the latest updates. Many of these updates are to fix bugs in thesystem and to plug up security leaks.

Figure 3-9 Configure antivirus software to scan e-mail and instant message attachments and to downloadupdates automatically

Figure 3-8 Turn on Windows Firewall to protect your system

software to automatically scan e-mail attachments (see Figure 3-9). You’ll find a list ofAV software in Chapter 19 and more information about how to use it effectively toprotect your system.

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Windows XP offers a way to automatically download and install updates. To verify thatWindows XP is automatically maintaining updates when connected to the Internet, clickStart, right click My Computer, and select Properties from the shortcut menu. The SystemProperties dialog box opens. Click Automatic Updates, as shown in Figure 3-10. For bestresults, select Automatic (recommended) and chose the day and time to download andinstall updates. Click OK to apply your changes.


Figure 3-10 Set Windows XP to automatically download and install updates

Windows 2000 does not offer automatic updates. For this OS, you need to periodicallygo to the Microsoft Web site (update.microsoft.com) and manually download and installupdates. Currently, Microsoft only updates Windows 2000 to solve problems with security.There are no more updates for Windows 9x/Me. You’ll learn more about Windows2000/XP updates in Chapter 11.

PHYSICALLY PROTECT YOUR EQUIPMENTThere are some things you can do to physically protect your computer equipment. Here ismy list of do’s and don’t’s. You can probably add your own tips to the list:

Don’t move or jar your computer when it’s turned on. Before you move the computercase even a foot or so, power it down. Don’t put the computer case under your deskwhere it might get bumped or kicked. Although modern hard drives are sealed andmuch less resistant to vibration than earlier models, it’s still possible to crash a driveby banging into it while it’s reading or writing data.Don’t smoke around your computer. Tar from cigarettes can accumulate on fans,causing them to jam and the system to overheat. For older hard drives that are notadequately sealed, smoke particles can get inside and crash a drive.

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Don’t leave the PC turned off for weeks or months at a time. Once my daughter lefther PC turned off for an entire summer. At the beginning of the new school term, thePC would not boot. We discovered that the boot record at the beginning of the harddrive had become corrupted. PCs, like old cars, can give problems after long spans ofinactivity.Don’t block air vents on the front and rear of the computer case or on the monitor.Proper air circulation is essential to keeping a system cool. Also, for optimum air flow,put covers on expansion slot openings on the rear of the case and put faceplates overempty bays on the front of the case (see Figure 3-11).

Figure 3-11 For optimum airflow, don’t leave empty expansion slots and bays uncovered

Use keyboard covers for dirty environments. You can purchase plastic keyboard cov-ers to protect the keyboard in a dirty or extremely dusty environment.High humidity can be dangerous for hard drives. I once worked in a basement withPCs, and hard drives failed much too often. After we installed dehumidifiers, the harddrives became more reliable.In CMOS setup, disable the ability to write to the boot sector of the hard drive.This alone can keep boot viruses at bay. However, before you upgrade your OS, suchas when you upgrade Windows XP to Windows Vista, be sure to enable writing to theboot sector, which the OS setup will want to do. How to make changes to BIOS set-tings using the CMOS setup utility is covered later in the chapter.If your data is really private, keep it under lock and key. You can use all kinds of securitymethods to encrypt, password protect, and hide data, but if it really is that important, oneobvious thing you can do is store the data on a removable storage device such as a flashdrive and, when you’re not using the data, put the flash drive in a fire-proof safe. And, ofcourse, keep two copies. Sounds simple, but it works.Protect your CDs, DVDs, and other storage media. To protect discs, keep them awayfrom direct sunlight, heat, and extreme cold. Don’t allow the bottom of a CD or DVDto be scratched. Don’t open the shuttle window on a floppy disk or touch the disk’ssurface. Keep floppy disks and hard drives away from magnetic fields. In Chapter 10,you’ll learn how to clean CDs and DVDs.Keep magnets away from your computer. Don’t work inside the computer case withmagnetized screwdrivers and or sit magnets on top of the computer case.

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Don’t unpack and turn on a computer that has just come in from the cold. If yournew laptop has just arrived and sat on your doorstep in freezing weather, don’t bringit in and immediately unpack it and turn it on. Wait until a computer has had time toreach room temperature to prevent damage from condensation and static electricity.In addition, when unpacking hardware or software,to help protect against static electricity, remove thepacking tape and cellophane from the work area assoon as possible.

CREATING A PREVENTIVE MAINTENANCE PLANIt is important to develop an overall preventive mainte-nance plan. If your company has established written guide-lines for PC preventive maintenance, read them and followthe procedures necessary to make them work. If your com-pany has no established plan, make your own.

A preventive maintenance plan tends to evolve from ahistory or pattern of malfunctions within an organization.For example, dusty environments can mean more mainte-nance, whereas a clean environment can mean less mainte-nance. Table 3-1 lists some guidelines for developing apreventive maintenance plan that may work for you.

The general idea of preventive maintenance is to do whatyou can to make a PC last longer and cause as little troubleas possible. You may also be responsible for ensuring thatdata is secure and backed up, that software copyrights are not violated, and that users aresupported. As with any plan, when designing your preventive maintenance plan, first defineyour overall goals, and then design the plan accordingly. The guidelines listed in Table 3-1primarily address the problems that prevent a PC from lasting long and fromperforming well.

The A+ IT 220-602 examexpects you to know how tokeep computers and monitorswell ventilated and clean andto use protective covers forinput devices such as thekeyboard.

A+ Exam Tip6

The A+ Essentials examexpects you to know how toclean internal and externalcomponents and use appro-priate cleaning materials aspart of a regular preventivemaintenance plan.

A+ Exam Tip6

Inside the case Make sure air vents are clear. Yearly

Use compressed air to blow the dust out of thecase, or use a vacuum to clean vents, power supply, and fan.

Ensure that chips and expansion cards are firmly seated.

CMOS setup Keep a written record of any changes you make Whenever changesto CMOS setup, or you can back up CMOS are made to CMOS using third-party software such as Norton setupUtilities by Symantec (www.symantec.com).

Floppy drive Clean the floppy drive only when the drive When the drive does not work. does not work

Hard drive Perform regular backups (covered in Chapter 13). At least weekly

Delete temporary files and empty the Recycle MonthlyBin (covered in Chapter 13).

Component Maintenance How Often

Table 3-1 Guidelines for developing a PC preventive maintenance plan

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DEALING WITH DUSTDust is not good for a PC because it insulates PC parts like ablanket, which can cause them to overheat. Dust inside fanscan jam fans; fans not working can cause a system to over-heat (see Figure 3-12). Therefore, ridding the PC of dust is an important part of preventivemaintenance. Some PC technicians don’t like to use a vacuum inside a PC because they’re con-cerned that the vacuum might produce ESD. However, inside the PC case, it’s safe to use a spe-cial antistatic vacuum designed to be used around sensitive equipment. If you don’t have one ofthese vacuums, you can use compressed air to blow the dust out of the chassis, power supply,and fans. The dust will get all over everything; you can then use a regular vacuum to clean upthe mess. While you’re cleaning up dust, you can also blow or vacuum out the keyboard.

Defragment the drive and scan the drive for Monthlyerrors (covered in Chapter 13).

Using third-party utility software such as Norton Whenever Utilities, back up the partition table to floppy disk. changes are made

Keyboard Clean the keyboard (covered in Chapter 9). Monthly

Mouse Clean the mouse rollers and ball (covered in MonthlyChapter 9).

Monitor Clean the screen with a soft cloth. At least monthly

Printers Clean out the dust and bits of paper, using At least compressed air and a vacuum. Small pieces of monthly or as paper can be removed with tweezers, preferably recommended by insulated ones. the manufacturer

Clean the paper and ribbon paths with a soft, lint-free cloth.

Don’t re-ink ribbons or use recharged toner cartridges.

If the printer uses an ozone filter, replace it as recommended by the manufacturer.

Replace other components as recommended by the manufacturer. You can purchase maintenancekits from the printer manufacturer, which include a scheduled maintenance plan for the printer.

UPS/Surge Run weak battery test. As recommended Suppressors Run diagnostic test. by manufacturer

Software If directed by your employer, check that only At least monthlyauthorized software is present.

Written records Keep a record of all software, including version Whenever changes numbers and the OS installed on the PC. are made

Keep a record of all hardware components installed, including hardware settings.

Record when and what preventive maintenance is performed.

Record any repairs done to the PC.

Component Maintenance How Often

Table 3-1 Guidelines for developing a PC preventive maintenance plan (continued)

Preventative Maintenance

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PREPARING A COMPUTER FOR SHIPPINGWhen shipping a desktop or notebook computer, remember that rough handling cancause damage, as can exposure to water, heat, and cold. The computer can also be mis-placed, lost, or stolen. When you are preparing a computer for shipping, take extra pre-cautions to protect it and its data. Follow these general guidelines when preparing toship a computer:

Back up the hard drive onto a tape cartridge or other backup medium separate fromyour computer. If you don’t have access to a medium that can back up the entire drive,at the least, back up important Windows system files and all data to another media.Whatever you do, don’t ship a computer that has the only copy of important data onthe hard drive, or data that should be secured from unauthorized access. How to backup system files is covered in Chapter 12, and how to back up data is covered inChapter 13.Remove any removable disks, tape cartridges, or CDs from the drives. Make sure thatthe tapes or disks holding the backup data are secured and protected during transit.Consider shipping them separately.Turn off power to the computer and all other devices.Disconnect power cords from the electrical outlet and the devices. Disconnect allexternal devices from the computer. For notebook computers, remove the battery.If you think someone might have trouble later identifying which cord or cable belongsto which device or connection, label the cable connections with white tape or whitelabels.Coil all external cords and secure them with plastic ties or rubber bands.Pack the computer, monitor, and all devices in their original shipping cartons or simi-lar boxes with enough packing material to protect them. Each device needs to bewrapped or secured separately so devices will not bump against each other.Purchase insurance on the shipment. Postal insurance is not expensive and can saveyou a lot of money if materials are damaged in transit.

Figure 3-12 This dust-jammed fan caused a system to overheat

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3DISPOSING OF USED EQUIPMENTAs a PC technician, it will often be your responsibility to dispose of used equipment and con-sumables, including batteries, printer toner cartridges, hard drives, and monitors. Table 3-2lists such items and how to dispose of them. Manufacturer documentation and local environ-mental regulators can also provide disposal instructions or guidance.

101How to Work Inside a Computer Case

Alkaline batteries including Dispose of these batteries in the regular trash. First check to AAA, AA, A, C, D, and 9 volt see if there are recycling facilities in your area.

Button batteries used in These batteries can contain silver oxide, mercury, lithium, or digital cameras, Flash Path, cadmium and are considered hazardous waste. Dispose of and other small equipment; them by returning them to the original dealer or by taking them battery packs used in to a recycling center. To recycle, pack them separately from notebooks other items. If you don’t have a recycling center nearby, contact

your county for local regulations for disposal.

Laser printer toner cartridges Return these to the manufacturer or dealer to be recycled.

Ink-jet printer cartridges Check with local county or environmental officials for laws and

Computer cases, power regulations in your area for proper disposal of these items.

supplies, and other computer The county might have a recycling center that will receive

parts them. Discharge a monitor before disposing of it..

Monitors

Chemical solvents and cans

Storage media such as hard Do physical damage to the device so it is not possible for drives, CDs, and DVDs sensitive data to be stolen. Then the device can be put in

the trash.

Part How to Dispose

Table 3-2 Computer parts and how to dispose of them

Monitors and power supplies can contain a charge even after the devices are unplugged.Most CRT monitors today are designed to discharge if allowed to sit unplugged for 60 minutes or more. To manually discharge a monitor, ahigh-voltage probe is used with the monitor case opened.Ask a technician trained to fix monitors to do this for you.

Don’t throw out a hard drive that might have personal orcorporate data on it unless you know the data can’t be stolenoff the drive. To assure yourself there’s no way someone isgoing to read from the drive, you can take a hammer and nailand punch the drive housing, forcing the nail straight throughto the other side so that all drive disks are damaged. To dis-pose of CDs, floppy disks, DVDs and other storage media, dosimilar damage, such as breaking a CD in half.

HOW TO WORK INSIDE A COMPUTER CASE

In this section, you’ll learn how to take a computer apart and put it back together.When working inside a computer, note that you can damage both the computer andyourself. Here are some important safety precautions that will help keep you and

The A+ Essentials examexpects you to know how tofollow environmental guide-lines to dispose of batteries,CRTs, chemical solvents, andcans. If you’re not certainhow to dispose of a product,see its MSDS document.

A+ Exam Tip6

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your equipment safe as you go through the process of taking it apart and putting itback together:

Make notes as you work so that you can backtrack later if necessary. (When you’refirst learning to take a computer apart, it’s really easy to forget where everything fitswhen it’s time to put it back together. Also, in troubleshooting, you want to avoidrepeating or overlooking things to try.)To stay organized and not lose small parts, keep screws and spacers orderly and in oneplace, such as a cup or tray.Don’t stack boards on top of each other: You could accidentally dislodge a chip thisway.When handling motherboards and expansion cards, don’t touch the chips on theboards. Hold expansion cards by the edges. Don’t touch any soldered components ona card, and don’t touch chips or edge connectors unless it’s absolutely necessary.All this helps prevent damage from static electricity.To protect the chip, don’t touch it with a magnetized screwdriver.Don’t use a graphite pencil to change DIP (dual inline package) switch settings,because graphite is a conductor of electricity, and the graphite can lodge in the switch.In a classroom environment, after you have reassembled everything, have your instruc-tor check your work before you put the cover back on and power up.To protect both yourself and the equipment when working inside a computer, turn offthe power, unplug the computer, and always use a ground bracelet (which you willlearn more about later).Never ever touch the inside of a computer that is turned on.Consider the monitor and the power supply to be “black boxes.” Never remove thecover or put your hands inside this equipment unless you know about the hazards ofcharged capacitors and have been trained to deal with them. Both the power supplyand the monitor can hold a dangerous level of electricity even after you turn them offand disconnect them from a power source. The power supply and monitor containenough power to kill you, even when they are unplugged.When unpacking hardware or software, to help protect against static electricity,remove the packing tape and cellophane from the work area as soon as possible.To protect against static electricity, keep components away from your hair and clothing.

The last two bullets in this list are about static electricity. This topic is so important that itwarrants its own subsection. That section comes up next; afterward, you’ll read about howto take a computer apart and put it back together.

STATIC ELECTRICITYSuppose you come indoors on a cold day, pick up a comb, and touch your hair. Sparks fly!What happened? Static electricity caused the sparks. Electrostatic discharge (ESD), commonlyknown as static electricity, is an electrical charge at rest. When you came indoors, this chargebuilt up on your hair and had no place to go. An ungrounded conductor (such as wire that isnot touching another wire) or a nonconductive surface (such as your hair) holds a chargeuntil the charge is released. When two objects with dissimilar electrical charges touch, elec-tricity passes between them until the dissimilar charges become equal.

To see static charges equalizing, turn off the lights in a room, scuff your feet on the car-pet, and touch another person. Occasionally, you can see and feel the charge in your fingers.If you can feel the charge, you discharged at least 1,500 volts of static electricity. If you hearthe discharge, you released at least 6,000 volts. If you see the discharge, you released at least

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8,000 volts of ESD. A charge of only 10 volts can damageelectronic components! You can touch a chip on an expan-sion card or motherboard, damage the chip with ESD, andnever feel, hear, or see the discharge.

ESD can cause two types of damage in an electroniccomponent: catastrophic failure and upset failure. A cata-strophic failure destroys the component beyond use. Anupset failure damages the component so that it does notperform well, even though it may still function to somedegree. Upset failures are more difficult to detect becausethey are not as easily observed. Both types of failures per-manently affect the device.

To protect the computer against ESD, always groundyourself before touching electronic components, includingthe hard drive, motherboard, expansion cards, processors,and memory modules. You can ground yourself and thecomputer parts by using one or more of the following staticcontrol devices or methods:

Ground bracelet. A ground bracelet, also called an antistatic strap or ESD bracelet, is astrap you wear around your wrist. One end attaches to a grounded conductor such asthe computer case or a ground mat, or plugs into a wall outlet. (Only the ground prongmakes a connection!) The bracelet also contains a resistor that prevents electricity fromharming you. Figure 3-13 shows a ground bracelet.

The A+ Essentials examemphasizes that you shouldknow how to protect computerequipment as you work on it.

A+ Exam Tip6

A monitor can also damagecomponents with ESD. Donot place or store expansioncards on top of or next to amonitor, which can dischargeas much as 29,000 voltsonto the screen.

Caution

Figure 3-13 A ground bracelet, which protects computer components from ESD, can clip to the side of the computer case and eliminate ESD between you and the case

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Ground mats. Ground mats dissipate ESD and are commonly used by bench techni-cians (also called depot technicians) who assemble and repair computers at their work-benches or in an assembly line. Ground mats have a connector in one corner that youcan use to connect the mat to ground (see Figure 3-14). If you lift a component off themat, it is no longer grounded and is susceptible to ESD, so it’s important to use aground bracelet with a ground mat.


Static shielding bags. New components come shipped in static shielding bags, alsocalled antistatic bags. These bags are a type of Faraday Cage, named after MichaelFaraday, who built the first cage in 1836. A Faraday Cage is any device that protectsagainst an electromagnetic field. Save the bags to store other devices that are not cur-rently installed in a PC. As you work on a computer, know that a device is not pro-tected from ESD if you place it on top of the bag; the protection is inside the bag (seeFigure 3-15).

Figure 3-14 A ground mat dissipates ESD and should be connected to ground

Figure 3-15 Static shielding bags help protect components from ESD

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Antistatic gloves. You can purchase antistatic gloves designed to prevent an ESD dis-charge between you and a device as you pick it up and handle it (see Figure 3-16). Thegloves can be substituted for an antistatic bracelet and are good for moving, packing,or unpacking sensitive equipment. However, they tend to get in the way when workinginside computer cases.

The best way to guard against ESD is to use a ground bracelet together with a ground mat.Consider a ground bracelet essential equipment when working on a computer. However, ifyou are in a situation in which you must work without one, touch the computer case or thepower supply before you touch a component. When passing a circuit board, memory module,or other sensitive component to another person, ground yourself and then touch the otherperson before you pass the component. Leave components inside their protective bags untilyou are ready to use them. Work on hard floors, not carpet, or use antistatic spray on thecarpets. Generally, don’t work on a computer if you or the computer have just come in fromthe cold, because there is moredanger of ESD when the atmos-phere is cold and dry.

There are exceptions to therule of always being groundedwhen you work with PCs. Youdon’t want to be grounded whenworking inside a monitor, insidea power supply, or inside high-voltage equipment such as alaser printer. These devices main-tain high electrical charges, even

Figure 3-16 Use antistatic gloves to prevent static discharge between you and the equipment you are handling

When working inside the older AT cases, it was safe enough toleave the power cord plugged into the power outlet if thepower switch was turned off. Leaving the power cord pluggedin helped to ground the case. However, with newer ATX and BTXcases, residual power is still on even when the power switch onthe rear of the case is turned off. Some motherboards evenhave a small light inside the case to remind you of this factand to warn you that power is still getting to the system.For this reason, when working on newer ATX and BTX systems,be certain to unplug the power cord before working insidethese cases.

Notes

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when the power is turned off. Inside a monitor case, the electricity stored in capacitors can be dan-gerous. When working inside a monitor, laser printer, or power supply, you don’t want to begrounded, because you would provide a conduit for the voltage to discharge through your body.In this situation, be careful not to ground yourself. Don’t wear a ground bracelet when workinginside these devices, because you don’t want to be the ground for these charges!

STEPS TO TAKE APART A COMPUTERA PC technician needs to be comfortable with taking apart a computer and putting it backtogether. In most situations, the essential tools you’ll need for the job are a ground bracelet,a Phillips-head screwdriver, a flat-head screwdriver, paper, and pen. As you work insidea computer, be sure to use a ground bracelet, the safety precautions in the chapter, and theguidelines in the following list:

1. If you are starting with a working computer, enter CMOS setup and write down anycustomized settings you have made so that, in the event you must return CMOS toits default settings, you can restore the customized settings. Back up any importantdata on the hard drive.

2. Power down the system and unplug it. Unplug the monitor, mouse, keyboard, andany other peripherals or cables attached and move them out of your way.

3. Put the computer on a table with plenty of room. Have a plastic bag or cup handy tohold screws. When you reassemble the PC, you will need to insert the same screws inthe same holes. This is especially important with the hard drive, because screws thatare too long can puncture the hard drive housing.

4. Sometimes I think figuring out how to open a computer case is the most difficult partof disassembling. To remove the cover of your PC, do the following:

• Many newer cases require you to remove the faceplate on the front of the casefirst. Other cases require you to remove a side panel first, and really older casesrequire you to first remove the entire sides and top as a single unit. Study yourcase for the correct approach.

• If you find screws on the rear of the case along the edges such as those in Figure 3-17,start with removing these screws.

Figure 3-17 Locate the screws that hold the cover in place

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• For a desktop case or tower case, locate and remove the screws on the back ofthe case. For a desktop case, like the one in Figure 3-17, look for the screws ineach corner and one in the top. Be careful not to unscrew any screws besidesthese. The other screws probably are holding the power supply in place (seeFigure 3-18).

• After you remove the cover screws, slide the cover forward and up to remove itfrom the case, as shown in Figure 3-19.

Power supply mounting screws

Rear view

Figure 3-18 Power supply mounting screws

First, removethe screwsholding thecover in place

Then carefullypull the covertoward theback

Removing a standard case cover

Removing a tower case cover

Remove screws Pull cover back, then up, to remove

Figure 3-19 Removing the cover

• Older tower cases also have the screws on the back.Look for screws in all four corners and down thesides (see Figure 3-19). Remove the screws andthen slide the cover back slightly before lifting it up

Opening a Computer Case

Video 8

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to remove it. Some tower cases have panels on either side of the case, held in placewith screws on the back of the case (see Figure 3-20). Remove the screws and slideeach panel toward the rear, then lift it off the case.

Figure 3-20 Slide a side panel to the rear and then lift it off the case

• Newer cases require you to pop the front panel off the case before removing theside panels. Look for a lever on the bottom of the panel and hinges at the top.Squeeze the lever to release the front panel and lift it off the case (see Figure 3-21).Then remove a single screw (see Figure 3-22) and slide the side panel to the frontand then off the case. Also, know that some case panels don’t use screws; theseside panels simply pop up and out with a little prying and pulling.

Figure 3-21 Newer cases require you remove the front panel before removing the side panels of a computer case

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5. If you’re working on a tower case, lay it on its side so the motherboard is on the bottom.If you plan to remove several components, draw a diagram of all cable connections, DIPswitch settings, and jumper settings. You might need the cable connection diagram tohelp you reassemble. If you want, use a felt-tip marker to make a mark across compo-nents, to indicate a cable connection, board placement, motherboard orientation, speakerconnection, brackets, and so on, so that you can simply line up the marks when youreassemble.

6. Drives are connected to the motherboard with ribbon cables or thinner serial ATAcables. Before removing any ribbon cables, look for a red color or stripe down oneside of each cable. This edge color marks this side of the cable as pin 1. Look on theboard or drive that the cable is attached to. You should see that pin 1 or pin 2 isclearly marked, as shown in Figure 3-23. However, some boards mark pin 34 orpin 40. For these boards, pin 1 is on the other side of the connector. Also know thatsome boards and drives don’t mark the pins, but rather have a notch in the connectorso that a notched ribbon cable can only be inserted in one direction (see Figure 3-24).

Figure 3-22 One screw holds the side panel in place

Figure 3-23 Pin 1 for this IDE connection is clearly marked

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Verify that the edge color is aligned with pin 1. Serial ATA cables can only connect toserial ATA connectors in one direction (see Figure 3-25).


Figure 3-24 The notch on the side of this floppy drive connector allows the floppy drive cable to connect in only one direction

Figure 3-25 A serial ATA cable connects to a serial ATA connector in only one direction

7. A system might have up to three types of ribbon cables. A floppy drive cable has34 pins and a twist in the cable. IDE cables have 40 pins. A CD or DVD drive canuse the 40-conductor IDE cable, but most hard drives today use the higher quality 80-conductor IDE cable. See Figure 3-26 for a comparison of these three cables.

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Remove the cables to all drives. Remove the powersupply cords from the drives. Notice as you discon-nect the power cord, the Molex connector is shapedso it only connects in one direction (see Figure 3-27).

34-pin floppy drivecable with twist

40-pin IDE cablewith 40 wires

40-pin IDE cablewith 80 fine wires(80 conductorcable)

Figure 3-26 A system might have up to three types of ribbon cables

Figure 3-27 Molex power connector to a drive orients in only one direction

Replacing an Expansion Card

Video 8

8. Do the following to remove the expansion cards:

• Remove any wire or cable connected to the card.

• Remove the screw holding the card to the case(see Figure 3-28).

• Grasp the card with both hands and remove it bylifting straight up. If you have trouble removing itfrom the expansion slot, you can very slightlyrock the card from end to end (not side to side).Rocking the card from side to side might spreadthe slot opening and weaken the connection.

Some video cards use a latchthat helps to hold the cardsecurely in the slot. To removethese cards, use one finger tohold the latch back from theslot, as shown in Figure 3-29,as you pull the card up andout of the slot.

Notes

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Figure 3-28 Remove the screw holding an expansion card to the case

Figure 3-29 Hold the retention mechanism back as you remove a video card from its expansion slot

• As you remove the card, don’t put your fingers on the edge connectors or touch achip, and don’t stack the cards on top of one another. Lay each card aside on aflat surface.

9. Depending on the system, you might need to remove the motherboard next or removethe drives next. My choice is to first remove the motherboard. It and the processor arethe most expensive and easily damaged parts in the system. I like to get them out ofharm’s way before working with the drives. However, in some cases, you must remove

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the drives or the power supply before you can get to the motherboard. Study your sit-uation and decide which to do first. To remove the motherboard, do the following:

• Unplug the powersupply lines to themotherboard. You’llfind a main powerline, and maybe oneauxiliary power linefrom the power sup-ply to the mother-board. There mightalso be an audio wirefrom the CD drive tothe motherboard.Disconnect it fromthe motherboard.

• The next step is to disconnect wires leading from the front of the computer case tothe motherboard. If you don’t have the motherboard manual handy, be very care-ful to diagram how these wires connect because they are never labeled well on amotherboard. Make a careful diagram and then disconnect the wires. Figure 3-30shows five leads and the pins on the motherboard that receive these leads. Thepins are color-coded and cryptically labeled on the board. You’ll learn more aboutmatching these wires to their connectors in Chapter 6.

Older AT power supplies and motherboards use two main powerlines that plug in side-by-side on the motherboard and arelabeled P8 and P9. You will want to be certain that you don’tswitch these two lines when reconnecting them, because thiswould cause the wrong voltage to flow in the circuits on themotherboard and could destroy the board. Fortunately, mostconnections today only allow you to place the lines in the cor-rect order, which is always black leads on P8 next to blackleads on P9. For these older boards, remember, “blackto black.”

Notes

Figure 3-30 Five leads from the front panel connect to two rows of pins on the motherboard

• You’re now ready to remove the screws that hold the motherboard to the case. For anolder motherboard, instead of screws you’ll see spacers that keep the board from rest-ing directly on the bottom of the computer case. Carefully pop off these spacers and/orremove the screws (up to nine) that hold the board to the case (see Figure 3-31) and

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then remove the board. Set it aside in a safe place. Figure 3-32 shows a motherboardsitting to the side of these spacers. One spacer is in place and the other is lying besideits case holes. Also notice in the photo the two holes in the motherboard where screwsare used to connect the board to the spacers.


Figure 3-31 Remove up to nine screws that hold the motherboard to the case

Figure 3-32 This motherboard connects to a case using screws and spacers that keep the board from touching the case

• The motherboard should now be free and you can carefully remove it from thecase as shown in Figure 3-33.

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10. To remove the powersupply from the case,look for screws thatattach the power supplyto the computer case, asshown in Figure 3-34.Be careful not to remove

Figure 3-33 Remove the motherboard from the case

Figure 3-34 Removing the power supply mounting screws

Some processors have heavy cooling assemblies installed ontop of them. For these systems, it is best to remove the cool-er before you take the motherboard out of the case becausethe motherboard is not designed to support this heavy coolerwhen the motherboard is not securely seated in the case. Howto remove this cooler is covered in Chapter 5.

Caution

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any screws that hold the power supply housing together. You do not want to take thehousing apart. After you have removed the screws, the power supply still might notbe free. Sometimes, it is attached to the case on the underside by recessed slots. Turnthe case over and look on the bottom for these slots. If they are present, determine inwhich direction you need to slide the power supply to free it from the case.

11. Remove each drive next, handling the drives with care. Here are some tips:

• Some drives have one or two screws on each side of the drive attaching the driveto the drive bay. After you remove the screws, the drive slides to the front or tothe rear and then out of the case.

• Sometimes, there is a catch underneath the drive that you must lift up as you slidethe drive forward.

• Some drive bays have a clipping mechanism to hold the drive in the bay. First releasethe clip and then pull the drive forward and out of the bay (see Figure 3-35). Handlethe drives with care.


Figure 3-35 To remove this CD drive, first pull the clip forward to release the drive from the bay

• Some cases have a removable bay for small drives (see Figure 3-36). These bays can holdnarrow drives such as hard drives, floppy drives, and Zip drives. The bay is removed firstand then the drives are removed from the bay. To remove the bay, first remove thescrews or release the clip holding the bay in place andthen slide the bay out of the case. The drives are usu-ally installed in the bay with two screws on each sideof each drive. Remove the screws and then the drives(see Figure 3-37).

STEPS TO PUT A COMPUTER BACK TOGETHERTo reassemble a computer, reverse the process of disassembling. Do the following:

1. Install the power supply, drives, motherboard, and cards in the case. When installingdrives, know that for some systems, it’s easier to connect data cables to the drives andthen slide the drives into the bay.

Replacing a Power Supply

Video 8

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2. Connect all data and power cables. Before you replace the cover, take a few minutes todouble-check each connection to make sure it is correct and snug.

3. Plug in the keyboard, monitor, and mouse.

4. In a classroom environment, have the instructor check your work before youpower up.

5. Turn on the power and check that the PC is working properly. If the PC does notwork, most likely the problem is a loose connection. Just turn off the power and go

Figure 3-36 Push down on the clip and then slide the removable bay forward and out of the case

Figure 3-37 Drives in this removable bay are held in place with screws on each side of the bay

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back and check each cable connection and each expansion card. You probably havenot solidly seated a card in the slot. After you have double-checked, try again.

UNDERSTANDING THE BOOT PROCESS

Another skill you need as a PC support technician is to know how to fix a problem withbooting the PC. The first steps in learning that skill are to know how to boot a PC and tounderstand what happens when you first turn on a PC and it begins the process of loadingan operating system. That’s the subject of this section of the chapter.

BOOTING A COMPUTERThe term booting comes from the phrase “lifting yourself up by your bootstraps” and refersto the computer bringing itself up to a working state without the user having to do anythingbut press the on button. This boot can be a “hard boot” or a “soft boot.” A hard boot, orcold boot, involves turning on the power with the on/off switch. A soft boot, or warm boot,involves using the operating system to reboot. For Windows XP, one way to soft boot is toclick Start, click Turn Off Computer, and then click Restart (see Figure 3-38). For WindowsNT/2000 and Windows 9x/Me, click Start, click Shut Down, and then select Restart andclick OK. For DOS, pressing the keys Ctrl, Alt, and Del (or Delete) at the same time per-forms a soft boot. (You will often see this key combination written as Ctrl+Alt+Del.)


Figure 3-38 Windows XP Turn off computer dialog box

CHOOSING BETWEEN A HARD BOOT AND A SOFT BOOTA hard boot is more stressful on your machine than a soft boot because of the initial powersurge through the equipment that occurs when you press the power switch. Thus, wheneverpossible, use a soft boot. Also, a soft boot is faster because the initial steps of a hard bootdon’t happen.

To save time, you should always use the soft boot to restart unless soft booting doesn’twork. If you cannot soft boot, look for power or reset buttons on the front or rear of thecase. My newest computer has three power switches: a power button and a reset buttonon the front of the case and a power switch on the rear of the case (see Figure 3-39).The power button in front is a “soft” power button, causing a normal Windows shutdownand restart, and the reset button is a “hard” power switch, abruptly turning off power andthen restarting. The switch on the rear of the case simply turns off the power abruptly andis a “hard” power button. Know, however, that some systems only have a single powerswitch on the front of the case.

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THE STARTUP BIOS CONTROLS THE BEGINNING OF THE BOOTThe startup BIOS is programming contained on the firmware chip on the motherboard thatis responsible for getting a system up and going and finding an OS to load. A successfulboot depends on the hardware, the BIOS, and the operating system all performing withouterrors. If errors occur, they might or might not stall or lock up the boot. Errors are commu-nicated as beeps or as messages onscreen. Some of these error messages and beep codes arelisted in Table 3-4 at the end of this chapter.

The functions performed during the boot can be dividedinto four parts, as shown in the following numbered list.The first two items in the list are covered in detail in thissection. (The last two steps depend on the OS being usedand are covered in later chapters.)

1. The startup BIOS runs the POST and assigns system resources. The POST (power-on self test) is a series of tests performed by the startup BIOS to determine if itcan communicate correctly with essential hardware components required for asuccessful boot. The startup BIOS surveys hardware resources and needs, andassigns system resources to meet those needs (see Figure 3-40). The startup BIOSbegins the startup process by reading configuration information stored primarilyin CMOS RAM, and then comparing that information to the hardware—theprocessor, video slot, PCI slots, hard drive, and so on. (Recall that CMOS RAM isa small amount of memory on the motherboard that holds information aboutinstalled hardware.)

2. The startup BIOS program searches for and loads an OS. Most often the OS is loadedfrom logical drive C on the hard drive. Configuration information stored in CMOSRAM tells startup BIOS where to look for the OS. Most new BIOSs support loading theOS from the hard drive, a floppy disk, a CD, a DVD, or a USB device. The BIOS turnsto the specified device,reads the beginning filesof the OS, copies theminto memory, and thenturns control over to theOS. This part of the load-ing process works thesame for any operatingsystem; only the OS filesbeing loaded change.

119Understanding the Boot Process

Soft power buttondoes a normalWindows shutdown

Hard power buttonabruptly reboots

Hard power switchon rear of case

Figure 3-39 This computer case has two power buttons on the front and one power switch on the rear of the case

Beep Codes

Video 8

The four system resources on a motherboard that the OS andprocessor use to interact with hardware are IRQ lines, I/Oaddresses, memory addresses, and DMA channels, all defined inTable 3-3. Older systems using DOS and Windows 9x/Me requireda technician to make decisions about managing these resourceswhen installing hardware devices, but newer systems generallymanage these resources without our involvement. For an expla-nation of how each resource works, see Appendix A.

Notes

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USB

PCIslots

Serialport

Printerport

Harddrive

Floppydrive

AGPslot

Keyboard

StartupBIOS

I havethese

resources.

I/O addresses 60-6Fand IRQ1, please!

System Resources

IRQ

012...

15

DMAchannel

0123567

I/Oaddresses

0123...

3FF

Memoryaddresses

A0000A0010

.

.

.FFFFF

Figure 3-40 Boot Step 1: The ROM BIOS startup program surveys hardware resources and needs and assigns system resources to satisfy those needs

IRQ numbers A line of a motherboard bus that a hardware device or expansion slot can use to signal the CPU that the device needs attention. Some lines have a higher priority for attention than others. Each IRQ line is assigned a number (0 to 15) to identify it.

I/O addresses Numbers assigned to hardware devices that software uses to send a command to a device. Each device “listens” for these numbers and responds to the ones assigned to it. I/O addresses are communicated on the address bus.

Memory addresses Numbers assigned to physical memory located either in RAM or ROM chips. Software can access this memory by using these addresses. Memory addresses are communicated on the address bus.

DMA channels A number designating a channel on which the device can pass data to memory without involving the CPU. Think of a DMA channel as a shortcut for data moving to and from the device and memory.

System Resource Definition

Table 3-3 System resources used by software and hardware

3. The OS configures the system and completes its own loading. The OS checks some ofthe same settings and devices that startup BIOS checked, such as available memoryand whether that memory is reliable. Then the OS loads the core components neces-sary to access the files and folders on the hard drive and to use memory, the expansionbuses on the motherboard, and the cards installed in these expansion slots. The OSalso loads the software to control installed devices, such as the mouse, the video card,

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3the DVD drive, or the scanner. These devices generally have device drivers stored onthe hard drive. The Windows desktop is then loaded.

4. Application software is loaded and executed. Sometimes an OS is configured to auto-matically launch application software as part of the boot. After this, the user is in con-trol. When the user tells the OS to execute an application, the OS first must find theapplication software on the hard drive, CD, or other secondary storage device, copythe software into memory, and then turn control over to it. Finally, the user can com-mand the application software, which makes requests to the OS, which, in turn, usesthe system resources, system BIOS, and device drivers to interface with and control thehardware.

POST AND ASSIGNMENT OF SYSTEM RESOURCESWhen you turn on the power to a PC, the processor begins the boot by initializing itselfand then turning to startup BIOS for instructions. The startup BIOS first performs POST.The following list contains the key steps in this process:

1. When the power is first turned on, the system clock begins to generate clock pulses.

2. The processor begins working and initializes itself (resetting its internal values).

3. The processor turns to memory address FFFF0h, which is the memory addressalways assigned to the first instruction in the ROM BIOS startup program.

4. This instruction directs the processor to run POST.

5. POST first checks the BIOS program operating it and then tests CMOS RAM.

6. A test determines that there has been no battery failure.

7. Hardware interrupts are disabled. (This means that pressing a key on the keyboardor using another input device at this point does not affect anything.)

8. Tests are run on the processor, and it is initialized further.

9. A check determines if this is a cold boot. If so, the first 16 KB of RAM is tested.

10. Hardware devices installed on the computer are inventoried and compared to config-uration information.

11. The video card is tested and configured. During POST, before the processor haschecked the video system, beeps sometimes communicate errors. Short and longbeeps indicate an error; the coding for the beeps depends on the BIOS. After POSTchecks and verifies the video controller card (note that POST does not check to see ifa monitor is present or working), POST can use video to display its progress.

12. POST checks RAM by writing and reading data. The monitor displays a runningcount of RAM during this phase.

13. Next, the keyboard is checked, and if you press and hold any keys at this point, anerror occurs with some BIOSs. Secondary storage—including floppy disk drives andhard drives—ports, and other hardware devices are tested and configured. The hard-ware that POST finds is checked against the data stored in the CMOS chip, jumpers,and/or DIP switches to determine if they agree. IRQ, I/O addresses, and DMA assign-ments are made; the OS completes this process later. Some hardware devices haveBIOSs of their own that request resources from startup BIOS, which attempts toassign these system resources as requested.

14. Some devices are set up to go into “sleep mode” to conserve electricity.


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15. The DMA and interrupt controllers are checked.

16. CMOS setup is run if requested.

17. BIOS begins its search for an OS.

STARTUP BIOS FINDS AND LOADS THE OSAfter POST and the first pass at assignment of resources are complete, the next step is toload an OS. The startup BIOS looks to CMOS setup to find out which device is set to bethe boot device. Most often the OS is loaded from logical drive C on the hard drive.The minimum information required on the hard drive to load an OS is shown in the follow-ing list. You can see some of these items labeled in Figure 3-41.


Even though a hard drive is a circular affair, it must begin somewhere. On the outer-most track, one sector (512 bytes) is designated the “beginning” of the hard drive.This sector, called the Master Boot Record (MBR), contains two items. The first itemis the master boot program, which is needed to locate the beginning of the OS on thedrive.The second item in the MBR is a table, called the partition table, which contains amap to the partitions on the hard drive. This table tells BIOS how many partitions thedrive has and how each partition is divided into one or more logical drives, which par-tition contains the drive to be used for booting (called the active partition), and whereeach logical drive begins and ends. Chapter 11 covers partitions and logical drives inmore detail.At the beginning of the boot drive (usually drive C) is the OS boot record, which loadsthe first program file of the OS. (A program file contains a list of instructions stored ina file.) For Windows NT/2000/XP, that program is Ntldr, and for Windows 9x/Me,that program is Io.sys.The boot loader program for the OS (Ntldr or Io.sys) begins the process of loading theOS into memory. For Windows NT/2000/XP, Ntbootdd.sys is optional and used next(if the hard drive uses SCSI technology, which is discussed in Chapter 8), followed by

Logical drive C

Logical drive D MBR program

Partition table holdsinformation aboutwhere each logicaldrive is located

Identifies boot drive

Drive C begins here with the OS boot record

Master BootRecord

Very beginning ofthe hard drive

Hard drive

Figure 3-41 For a successful boot, a hard drive must contain a healthy Master Boot Record (MBR) and a healthy OS boot record

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3Boot.ini. For Windows 9x/Me, Msdos.sys is requirednext, followed by Command.com. These two files,plus Io.sys, are the core components of the real-modeportion of Windows 9x/Me. In addition to the filesintroduced here, Windows NT/2000/XP requires sev-eral more startup files, which you will learn about inChapter 14.

CHANGING THE BOOT SEQUENCEThe BIOS looks to CMOS RAM settings to find out which secondary storage device shouldhave the OS (see Figure 3-42). CMOS might contain the setting for BIOS to look first todrive C, and, if it finds no OS there, then try drive A, or the setting might be first A then C.The order of drives that the BIOS follows when looking for an OS is called the bootsequence. You can change the boot sequence on your PC by using CMOS setup unlessanother technician responsible for the system has password protected it.


Program files can be a partof the OS or applications andhave a .com, .sys, .bat, or.exe file extension. Ntldr isan exception to that rulebecause it has no file extension.

Notes

Step 2

MBR

OSboot

record

Ntldr

I’m the beginningof the OS. I’ll take

it from here!

BIOS RAM on CMOSchip

Where do Ifind an OS ?

Step 1

Drive Cstarts here

OSboot record

Ntldr

Hard drive

BIOS

MBR, can youstart the OS boot?

Master BootRecord

Only if I canfind Ntldr

Only if Ican find the OS

boot record

4

5

Step 3

3

1

First look on drive Cand then drive A.

2

6

MBRprogram

Figure 3-42 Numbered steps show how BIOS searches for and begins to load an operating system (in this example, Windows NT/2000/XP is the OS)

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CMOS setup is accessed when you first turn on a computer. The keystrokes to enterCMOS setup are displayed somewhere on the screen during startup in a statement such as“Press the Del key to enter setup” or “Press F8 for setup.” Different BIOSs use differentkeystrokes. The CMOS setup does not normally need to be changed except, for example,when there is a problem with hardware, a new floppy drive is installed, or a power-savingfeature needs to be disabled or enabled. The CMOS setup can also hold one or two power-on passwords to help secure a system. Know that these passwords are not the same pass-word that can be required by a Windows OS at startup. Figure 3-43 shows a CMOS setupscreen that shows the boot sequence to be: (1) CD/DVD drive, (2) floppy drive, and(3) hard drive.


Figure 3-43 CMOS Setup Boot menu

Reboot your PC and look for the message on the first orsecond display screen that tells you how to enter

CMOS setup. Press that key. What version of BIOS are you using? Explore the CMOS setupmenus until you find the boot sequence. What is the order of storage media that startupBIOS uses to find an OS? What keystrokes do you use to change that order? Exit setupwithout making any changes. The system should reboot to the Windows desktop.

APPLYING CONCEPTS

HOW TO TROUBLESHOOT A PC PROBLEM

When a computer doesn’t work and you’re responsible for fixing it, you should generallyapproach the problem first as an investigator and discoverer, always being careful not to com-pound the problem through your own actions. If the problem seems difficult, see it as anopportunity to learn something new. Ask questions until you understand the source of theproblem. Once you understand it, you’re almost done, because most likely the solution will beevident. Take the attitude that you can understand the problem and solve it, no matter howdeeply you have to dig, and you probably will. In this section, you’ll learn some fundamentalrules useful when troubleshooting, and you’ll also learn how to approach a troubleshootingproblem, including how to interact with the user and how to handle an emergency.

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125How to Troubleshoot a PC Problem

STEPS TO SOLVING A PC PROBLEMGenerally, when troubleshooting a PC problem (or any problem for that matter), you beginby asking a question and finding its answer (see Figure 3-44). Based on the answer, you thentake appropriate action and evaluate the result. Always keep in mind that you don’t want tomake things worse, so you should use the least destructive solution. If you want to be anexpert troubleshooter, there’s one last, very important step: Document what you learned soyou can carry it forward into the next troubleshooting situation.

Ask aquestion

Answer thequestion

Take action

No

Documentwhat youlearned!

Yes

Evaluate whatchanged

Done?

Figure 3-44 General approach to troubleshooting

When facing a problem with a PC, follow this four-stepprocess:

1. Interview the user. You need to know what happenedwhen the problem occurred, if valuable data is notbacked up, and what you must do to reproduce theproblem.

2. Take appropriate action to protect any valuable dataon the computer that is not backed up. How to backup data is covered in Chapter 13.

3. Analyze the problem, make an initial determination of the problem, and begin testing,evaluating, and researching until the problem is solved.

4. If you think the problem is fixed, test the fix and the system. Make sure all is workingbefore you stop. Then document activities, outcomes, and what you learned.

STEP 1: INTERVIEW THE USERBegin by asking the user questions like these to learn as much as you can about the problemand its root cause:

Please describe the problem. What error messages, unusual displays, or failures didyou see? (Possible answer: I see this blue screen with a funny looking message on itthat makes no sense to me.)When did the problem start? (Possible answer: When I first booted after loading thisneat little screen saver I downloaded from the Web.)What was the situation when the problem occurred? (Possible answers: I was trying tostart up my PC. I was opening a document in MS Word. I was researching a projecton the Internet.)

The A+ Essentials and IT 220-602 exams expect you toknow about all the aspects oftroubleshooting theory andstrategy and how to apply thetroubleshooting proceduresand techniques described inthis section.

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What programs or software were you using? (Possible answer: I was using InternetExplorer.)Did you move your computer system recently? (Possible answer: Well, yes. YesterdayI moved the computer case across the room.)Has there been a recent thunderstorm or electrical problem? (Possible answer: Yes, lastnight. Then when I tried to turn on my PC this morning, nothing happened.)Have you made any hardware, software, or configuration changes? (Possible answer:No, but I think my sister might have.)Has someone else used your computer recently? (Possible answer: Sure, my son uses itall the time.)Is there some valuable data on your system that is not backed up that I should knowabout before I start working on the problem? (Possible answer: Yes! Yes! My termpaper! It’s not backed up! You gotta get me that!)Can you show me how to reproduce the problem? (Possible answers: Yes, let me showyou what to do.)

A good PC support technician knows how to interactwith a user so that the user gains confidence in your skillsand does not feel talked down to or belittled. In Chapter 22,you’ll learn more about these communication skills.

STEP 2: BACK UP DATAAfter you have talked with the user, be sure to back up anyimportant data that is not currently backed up before youbegin work on the PC. If valuable data is at stake and youhave not yet backed it up, don’t do anything to jeopardizeit. Back it up as soon as possible. If you must take a riskwith the data, let it be the user’s decision to do so, notyours.

If the PC is working well enough to boot to theWindows desktop, you can use Windows Explorer tocopy data to a flash drive, floppy disk, or other storagemedia. Chapter 13 covers backups in more detail. If youare about to change Windows configuration or install

hardware or software, back up Windows system files as appropriate. How to do that iscovered in Chapter 12.

STEP 3: SOLVE THE PROBLEMYou are now ready to solve the problem. It’s impossible to give a step-by-step plan thatwill solve any PC problem; therefore, in this section, you’ll learn about the fundamentalprinciples that you can apply to solve any computer problem. Then, later in this chapterand in other chapters in the book, you’ll learn the step-by-step procedures you can useto solve problems with each major subsystem and component in a computer. In thissection, you’ll learn about several troubleshooting principles. The first is to establishyour priorities.

Establish Your PrioritiesThis rule can help make for a satisfied customer. Decide what your first priority is.For example, it might be to recover lost data, or to get the PC back up and running assoon as possible. Ask the user or customer for advice when practical.


The A+ Essentials examexpects you to know how tointeract with a user andknow what questions toask given a troubleshootingscenario.

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The A+ Essentials examexpects you to know theimportance of making back-ups before you make changesto a system.

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3Know Your Starting PointFind out what works and doesn’t work before you take anything apart or try some possible fix.Suppose, for example, you decide the power supply is bad and exchange it. After you make theexchange, you discover the CD-ROM drive doesn’t work. You don’t know if you broke the drivewhile working on the system or it was already broken before you started. As much as possible,find out what works or doesn’t work before you attempt a fix. For example, you can reboot thecomputer and read a file from CD or use an application to print a file on the network.

To help you solve the problem, gather as much information as you can about the problemby examining the computer. Find out the answers to these questions:

What operating system is installed?What physical components are installed? What processor, expansion cards, drives, andperipheral devices are installed? Is the PC connected to a network?What is the nature of the problem? Does the problem occur before or after the boot?Does an error message appear? Does the system hang at certain times? Start from acold boot, and do whatever you must do to cause the problem to occur. What specificsteps did you take to duplicate the problem?Can you duplicate the problem? Does the problem occur every time you do the abovesteps, or is the problem intermittent? Intermittent problems are generally more difficultto solve than problems that occur consistently.

Approach the Problem SystematicallyWhen trying to solve the problem, start at the beginning and walk through the situation in athorough, careful way. This one rule is invaluable. Remember it and apply it every time. If youdon’t find the explanation to the problem after one systematic walkthrough, then repeat theentire process. Check and double-check to find the step you overlooked the first time. Mostproblems with computers are simple, such as a loose cable or circuit board. Computers arelogical through and through. Whatever the problem, it’s also very logical. First, try to repro-duce the problem, and then try to figure out whether it is a hardware or software problem.Determine if the problem occurs during or after the boot.

MAKE NO ASSUMPTIONSThis rule is the hardest to follow, because there is a tendency to trust anything in writing andassume that people are telling you exactly what happened. But documentation is sometimeswrong, and people don’t always describe events as they occurred, so do your own investigat-ing. For example, if the user tells you that the system boots up with no error messages, butthat the software still doesn’t work, boot for yourself. You never know what the user mighthave overlooked.

Analyze the Problem and Make an Initial DeterminationGiven what you’ve learned by interviewing the user, examining the computer, and duplicatingthe problem, consider what might be the source of the problem, which might or might not beobvious at this point. For example, if a user complains that his Word documents are gettingcorrupted, possible sources of the problem might be that the user does not know how to savedocuments properly, the software or the OS might be corrupted, the PC might have a virus,or the hard drive might be intermittently failing. Then, based on what you have initially dis-covered, decide if the problem is caused by software, hardware, or the user.

Check Simple Things FirstMost problems are so simple that we overlook them because we expect the problem to bedifficult. Don’t let the complexity of computers fool you. Most problems are easy to fix.


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Really, they are! To save time, check the simple things first such as whether a power switch isnot turned on or a cable is loose. Here are some practical examples of applying this principle:

When a Word document gets corrupted, the most obvious or simplest source of theproblem is that the user is not saving documents properly. Eliminate that possibility asthe source of the problem before you look at the software or the hard drive.When a CD-ROM drive doesn’t work, the problem might be that the CD is scratchedor cracked. Check that first.If the video does not work, the problem might be with the monitor or the video card.When faced with the decision of which one to exchange first, choose the easy route:Exchange the monitor before the video card.

Beware of User ErrorRemember that many problems stem from user error. Watch what the user is doing and askquestions.

Divide and ConquerThis rule is the most powerful. Isolate the problem. In the overall system, remove one hard-ware or software component after another, until the problem is isolated to a small part ofthe whole system. As you divide a large problem into smaller components, you can analyzeeach component separately. You can use one or more of the following to help you divideand conquer on your own system:

In Windows, stop all non-essential services running in the background to eliminatethem as the problem.Boot from a bootable CD or floppy disk to eliminate the OS and startup files onthe hard drive as the problem.Remove any unnecessary hardware devices, such as a scanner card, internal modem,CD drive, and even the hard drive. Once down to the essentials, start exchanging com-ponents you know are good for those you suspect are bad, until the problem goesaway. You don’t need to physically remove the CD drive or hard drive from the baysinside the case. Simply disconnect the data cable and the power cable. Remember thatthe problem might be a resource conflict. If the network card worked well until theCD drive was reconnected and now neither works, try the CD drive without the net-work card. If the CD drive works, you most likely have a resource conflict.

Trade Known Good for Suspected BadWhen diagnosing hardware problems, this method works well if you can draw from agroup of parts that you know work correctly. Suppose the monitor does not work; itappears dead. The parts of the video subsystem are the video card, the power cord to themonitor, the cord from the monitor to the PC case, and the monitor itself. Also, don’tforget that the video card is inserted into an expansion slot on the motherboard, and themonitor depends on electrical power. Suspect each of these five components to be bad;try them one at a time. Trade the monitor for one that you know works. Trade thepower cord, trade the cord to the PC video port, move the video card to a new slot,and trade the video card. When you’re trading a good component for a suspected badone, work methodically by eliminating one component at a time. Don’t trade the videocard and the monitor and then turn on the PC to determine if they work. It’s possiblethat both the card and the monitor are bad, but assume that only one component isbad before you consider whether multiple components need trading.


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3In this situation, suppose you keep trading components in the video subsystem until you

have no more variations. Next, take the entire subsystem—video card, cords, and monitor—to a PC that you know works, and plug each of them in. If they work, you have isolated theproblem to the PC, not the video. Now turn your attention back to the PC: the motherboard,the software settings within the OS, the video driver, and other devices. Knowing that thevideo subsystem works on the good PC gives you a valuable tool. Compare the video driveron the good PC to the one on the bad PC. Make certain the CMOS settings, software set-tings, and other settings are the same.

Trade Suspected Bad for Known GoodAn alternate approach works well in certain situations. If you have a working PC that is config-ured similarly to the one you are troubleshooting (a common situation in many corporate oreducational environments), rather than trading good for suspected bad, you can trade suspectedbad for good. Take each component that you suspect is bad and install it in the working PC. Ifthe component works on the good PC, then you have eliminated it as a suspect. If the workingPC breaks down, then you have probably identified the bad component.

Become a ResearcherFollowing this rule is the most fun. When a computer problem arises that you can’t easilysolve, be as tenacious as a bulldog. Read, make phone calls, ask questions, then read more,make more calls, and ask more questions. Take advantage of every available resource, includ-ing online help, the Internet, documentation, technical support, and books such as this one.Learn to use a good search engine on the Web, such as www.google.com. What you learnwill be yours to take to the next problem. This is the real joy of computer troubleshooting.If you’re good at it, you’re always learning something new.

Write Things DownKeep good notes as you’re working. They’ll help you think more clearly. Draw diagrams.Make lists. Clearly and precisely write down what you’re learning. Later, when the entireproblem gets “cold,” these notes will be invaluable.

Keep Your Cool and Don’t RushIn an emergency, protect the data and software by carefully considering your options beforeacting and by taking practical precautions to protect software and OS files. When a computerstops working, if unsaved data is still in memory or if data or software on the hard drive hasnot been backed up, look and think carefully before you leap! A wrong move can be costly.The best advice is not to hurry. Carefully plan your moves. Read the documentation if you’renot sure what to do, and don’t hesitate to ask for help. Don’t simply try something, hoping itwill work, unless you’ve run out of more intelligent alternatives!

Don’t Assume the WorstWhen it’s an emergency and your only copy of data is on a hard drive that is not working,don’t assume that the data is lost. Much can be done to recover data. If you want torecover lost data on a hard drive, don’t write anything to the drive; you might write ontop of lost data, eliminating all chances of recovery.

Reboot and Start OverThis is an important rule. Fresh starts are good for us and uncover events or steps that wemight have overlooked. Take a break; get away from the problem. Begin again.


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STEP 4: VERIFY THE FIX AND DOCUMENT THE SOLUTIONIf you think you have solved the problem, reboot the system and make sure everything isworking before you stop. Ask the user to verify all is working. Then document what hap-pened so you can take what you learned into the next troubleshooting situation.Write down the initial symptoms, the source of the problem, and what you did to fix it.


TROUBLESHOOTING A FAILED BOOT

It’s really hard to learn to troubleshoot a PC in one fell swoop, so we’re going to ease intoit slowly. This section is your first introduction to troubleshooting, and we’ll only cover sim-ple problems, which, in this case, prevent the computer from booting correctly and don’tinvolve loading the Windows desktop. Solutions in this section are limited to things thatyou can do that are quite simple.

MY COMPUTER WON’T BOOTIt’s been a long day; you’ve worked late, and now you sit down in front of your home PC tohave a little relaxing fun surfing the Web, chatting with friends in foreign places, and updat-ing your blog. You turn on your PC, and this big problem smacks you in the face; you justwant to cry. Been there? I have.

What do you do first? First thing to remember is don’t panic. Most PC problems are sim-ple and can be simply solved, but you do need a game plan. That’s what Figure 3-45 givesyou. As we work our way through it, you’re eliminating one major computer subsystemafter another until you zero in on the problem. After you’ve discovered the problem, manytimes the solution is obvious.Does the PC boot properly? If not, then ask, “Is the screen blank?” If it is blank andyou cannot hear any spinning fans or drives and see no lights, then assume the problemhas to do with the power system and begin troubleshooting there. If the screen is blank

Intermittent problems can make troubleshooting chal-lenging. The trick in diagnosing problems that come and

go is to look for patterns or clues as to when the problems occur. If you or the user can’t reproducethe problem at will, ask the user to keep a log of when the problems occur and exactly what messagesappear. Tell the user that intermittent problems are the hardest to solve and might take some time,but that you won’t give up. Show the user how to get a printed screen of the error messages whenthey appear. Here’s one method to print a screen shot:

1. Press the Print Screen key to copy the displayed screen to the Windows Clipboard.

2. Launch the Paint software accessory program and paste the contents of the Clipboard into thedocument. You might need to use the Zoom Out command on the document first. You can thenprint the document with the displayed screen, using Paint. You can also paste the contentsof the Clipboard into a document created by a word-processing application such as Word.

APPLYING CONCEPTS

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131Troubleshooting a Failed Boot

Begintroubleshooting

Does the PC boot to theWindows desktop with no errors?

Is the screen blank? Problems after the boot will becovered in later chapters.

Can you hear a spinning driveor fan or see lights?

Can you hear a single beepduring the boot?

Follow steps totroubleshoot theelectrical system.

Follow the steps to

troubleshootthe videosystem.

Follow thesteps to

troubleshootPOST before

video is active.

Has the OS begun to load?

Problems with theloading of the OS

are covered in laterchapters.

Search Table 3-4 for the error message displayedand follow the directions

in the table.

YesNo

Yes No

YesNo NoYes

YesNo

Is the problem relatedto reading from the

hard drive?

Boot from a startupCD or disk and usecommands on the

CD or disk toexamine the harddrive for errors.

Troubleshootthe faileddevice.

NoYes

Figure 3-45 Use this flowchart when first facing a computer problem

and you heard a single beep,then the BIOS has signaledthat POST completed success-fully and you can assume theproblem must be with thevideo system. Thus, youshould then begin trou-bleshooting video. If you seean error message onscreen, but Windows has not started to load, then use the error mes-sage to help you identify the problem.

TROUBLESHOOTING MAJOR SUBSYSTEMS USED FOR BOOTINGThe remainder of this section is divided into the major categories of troubleshooting stepslaid out in Figure 3-45. We’ll look at problems with the electrical subsystem, problems withessential hardware devices such as the motherboard, memory, and the processor, problemswith video, and problems with reading from the hard drive.

The A+ Essentials and IT 220-602 exams expect you to beable to recognize and isolate problems during the boot causedby video, power, overheating, the keyboard, the hard drive,and memory. You also need to know how to deal with an errorat POST.

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TROUBLESHOOTING THEELECTRICAL SYSTEMWithout opening the computercase, the following list containssome questions you can askand things you can do to solvea problem with the electricalsystem. The rule of thumb is“try the simple things first.”In the next chapter, you will

learn much more about the electrical system and more things you can try.

Are there any burnt parts or odors? (Definitely not a good sign!) Read Chapter 4before you do anything else!Is the power cord plugged in? If it is plugged into a power stripe or surge suppressor,is the device turned on and also plugged in?Is the power outlet controlled by a wall switch? If so, is the switch turned on?Is the circuit breaker blown? Is the house circuit overloaded?Are all switches on the system turned on? Computer? Monitor?Is there a possibility the system has overheated? If so, wait awhile and try again. If thesystem comes on, but later turns itself off, you might need additional cooling fansinside the unit. Where and how to install them is covered in the next chapter.

The next thing to do is to open the case and begin checking electrical components insidethe case, which is covered in the next chapter.

TROUBLESHOOTING POST BEFORE VIDEO IS ACTIVEIf the electrical system is working, one of the first things startup BIOS does is check theessential hardware components on the motherboard it must have to boot. If it sees a prob-lem with a device it checks before it has access to video, BIOS communicates that problemas a beep code.

If you observe that power is getting to the system (you see lights and hear fans or beeps)but the screen is blank, turn off the system and turn it back on and carefully listen to anybeep codes. Each BIOS manufacturer has its own beep codes, but Table 3-4 lists the morecommon meanings. For specific beep codes for your motherboard, see the Web site of themotherboard or BIOS manufacturer. Look in the motherboard documentation for the nameof the BIOS manufacturer. If you can’t find the name, then know that in Chapter 6 you’lllearn how to identify the BIOS and motherboard.

Here is a list of the Web sites for the most common BIOS manufacturers:

AMI BIOS: www.ami.comAward BIOS and Phoenix BIOS: www.phoenix.comCompaq or HP: thenew.hp.comDell: www.dell.comIBM: www.ibm.comGateway: www.gateway.com

If no beeps are heard, even after you reboot a couple of times, then assume the problem iswith the processor, the BIOS, or the motherboard. All these problems are covered inChapters 5 and 6.

Because we’re still early in the book, we have not coveredproblems that occur when a new component, operating system,or application has just been installed or some other majormodification to the system has just been made. In suchcases, you would assume that the problem was related tothese changes. These types of problems are covered in laterchapters.

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133Troubleshooting a Failed Boot

TROUBLESHOOTING VIDEOIf you hear one beep during the boot and you see a blank screen, then BIOS has successfullycompleted POST, which includes a test of the video card. You can then assume the problemmust be with the monitor or the monitor cable. Ask these questions and try these things:

1. Is the monitor electrical cable plugged in?

2. Is the monitor turned on? Try pushing the power button on the front of the monitor.It should turn yellow or green, indicating the monitor has power.

3. Is the monitor cable plugged into the video port at the back of the PC and the connec-tor on the rear of the monitor?

4. Try a different monitor and a different monitor cable that you know are working.

More things to do and try concerning the video system are covered in Chapter 9.

TROUBLESHOOTING ERROR MESSAGES DURING THE BOOTIf video and the electrical systems are working, then most boot problems show up as anerror message displayed onscreen. These error messages can have several sources:

After video is active, a hardware device such as the keyboard, hard drive, or CD drivefailed POST.After POST, when startup BIOS turned to the hard drive to find an OS, it could notread from the drive. Recall that it must be able to read the Master Boot Record con-taining the master boot program and partition table, the OS boot record, and the firstOS boot program (Ntldr or Io.sys).After Ntldr or Io.sys are in control, they could not find the OS files they use to loadthe OS.

Now let’s look at some possible error messages listed in Table 3-5, along with their mean-ings. For other error messages, look in your motherboard or computer documentation oruse a good search engine to search for the error message on the Internet.

One beep followed by three, Motherboard problems, possibly with DMA, CMOS setup chip, four, or five beeps timer, or system bus. Most likely the motherboard will need

replacing. How to do this is covered in Chapter 6.

Two beeps The POST numeric code is displayed on the monitor. See the list of numeric codes later in this section.

Two beeps followed by three, First 64K of RAM has errors. The solution is to replace RAM, four, or five beeps which is covered in Chapter 7.

Three beeps followed by Keyboard controller failed or video controller failed. Most likely three, four, or five beeps these are embedded components on the motherboard. How to

deal with these motherboard problems is covered in Chapter 6.

Four beeps followed by Problem with serial or parallel ports, system timer, or time of two, three, or four beeps day, which probably means the motherboard must be replaced.

Continuous beeps Problem with power supply. The power supply might need replacing; see Chapter 4.

Beeps During POST Description

Table 3-4 Beep codes and their meanings

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Numeric codes during POST Sometimes numeric codes are used to communicate errors at POST. Some examples for IBM XT/AT error codes include:

Code in the 100 range Motherboard errors. Troubleshooting the motherboard is covered in Chapter 6.

Code in the 200 range RAM errors. Troubleshooting RAM is covered in Chapter 7.

Code in the 300 range Keyboard errors. Verify the keyboard is plugged in or try a known good keyboard.

Code in the 500 range Video controller errors. The video card might need replacing. This is covered in Chapter 9.

Code in the 600 or 7300 Floppy drive errors. Verify CMOS setup has the floppy drive range configured correctly.

Code in the 900 range Parallel port errors

Code in the 1300 range Game controller or joystick errors

Code in the 1700 range Hard drive errors

Code in the 6000 range SCSI device or network card errors

Configuration/CMOS error Setup information does not agree with the actual hardware the computer found during boot. May be caused by a bad or weak battery or by changing hardware without changing setup. Check setup for errors.

Hard drive not found The BIOS cannot locate the hard drive, or the controller card Fixed disk error is not responding. How to solve hard drive problems is covered

in Chapter 8.

Invalid drive specification The BIOS is unable to find a hard drive or a floppy drive that setup tells it to expect. Look for errors in CMOS setup. In Chapter 14, you’ll learn to use the Diskpart command in the Windows 2000/XP Recovery Console to check the hard drive partition table. For a Windows 9x/Me system, use the Fdisk command on the Windows 9x/Me startup disk to check the partition table. Fdisk is covered in Chapter 15.

No boot device available The hard drive is not formatted, or the format is corrupted, and there is no disk in drive A. Use Diskpart or Fdisk to examine the partition table on the hard drive.

Invalid partition table The Master Boot program at the beginning of the hard drive Error loading operating system displays these messages when it cannot find the active Missing operating system partition on the hard drive or the boot record on that Missing NTLDR partition. Use Diskpart or Fdisk to examine the drive for Invalid boot disk errors.Inaccessible boot device

Error in Config.sys line xx In a Windows 9x/Me environment, an entry in Config.sys is incorrect or is referencing a 16-bit program that is missing or corrupted.

Nonsystem disk or disk error The disk in drive A is not bootable. Remove the disk in Bad or missing Command.com drive A and boot from the hard drive. If you still get the error, No operating system found use Diskpart or Fdisk to examine the partition table on the Can’t find NTLDR hard drive. If you can access drive C, look for missing system

files on the drive. For Windows 9x or DOS, use the Sys command to restore system files.

Error Message Meaning of the Error Message

Table 3-5 Error messages and their meanings

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135Chapter Summary

Not ready reading drive A: The disk in drive A is missing, is not formatted, or is Abort, Retry, Fail? corrupted. Try another disk or remove the disk to boot fromGeneral failure reading drive A:; the hard drive.Abort, Retry, Fail?

Missing operating system, error The MBR is unable to locate or read the OS boot sector on the loading operating system active partition, or there is a translation problem on large

drives. Boot from a bootable floppy or CD and examine the hard drive file system for corruption.

Device or service has failed These errors occur late in the boot when the OS is loading to start services and device drivers. How to handle these errors is An error message about a covered in Chapter 14.reference to a device orservice in the registry

While Windows 2000/XP is These errors are called stop errors or blue screen errors andloading, an unknown error are usually caused by viruses, errors in the file system, amessage on a blue background corrupted hard drive, a corrupted system file, or a hardware displays and the system halts. problem. How to handle blue screen errors is covered in

Chapter 14.

Error Message Meaning of the Error Message

Table 3-5 Error messages and their meanings (continued)

Notice in the table that several problems pertain to BIOS not being able to read from thehard drive, and the suggested next step is to try booting from another media, which can beeither a CD or floppy disk.

Each OS provides one or more methods and media to use if booting from the hard drivefails. Windows XP uses the setup CD or a floppy disk for this purpose, Windows 2000 usesthe setup CD or a set of four rescue disks, and Windows 9x/Me uses a single rescue disk.In later chapters you’ll learn to use all these methods for each OS.

>> CHAPTER SUMMARY

Tools used by a PC support technician might include screwdrivers, tweezers, recovery CDs,cans of compressed air, cleaning solutions, needle-nose pliers, multimeter, cable ties, flashlight,AC outlet ground tester, loop-back plugs, POST diagnostic cards, and utility software.

To protect against ESD, a support technician can use a ground bracelet, ground mat, anti-static bags, and antistatic gloves.

The goals of preventive maintenance are to make PCs last longer and work better, protectdata and software, and reduce repair costs.

When a PC is your permanent responsibility, keep good backups of data and system files,document all setup changes, problems, and solutions, and take precautions to protect thesystem against viruses and other attacks.

To protect a system against attack, use a firewall, install and run antivirus software, andkeep Windows updates current.

A PC preventive maintenance plan includes blowing dust from the inside of the computercase, keeping a record of setup data, backing up the hard drive, and cleaning the mouse,monitor, and keyboard.

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Protecting software and hardware documentation is an important preventive maintenancechore.

Never ship a PC when the only copy of important data is on its hard drive.

CMOS setup holds most of the motherboard configuration information. In addition, somemotherboards use jumpers or DIP switches for a few settings.

The boot process can be divided into four parts: POST, loading the OS, the OS initializingitself, and loading and executing an application.

The startup BIOS is in control when the boot process begins. Then the startup BIOS turnscontrol over to the OS.

During the boot, the ROM BIOS startup program performs a power-on self test (POST)and assigns system resources to devices. It then searches secondary storage for an OS.

When the OS loads from a hard drive, the BIOS first executes the Master Boot Record(MBR) program, which turns to the partition table to find the OS boot record. The pro-gram in the OS boot record attempts to find a boot loader program for the OS, which forWindows NT/2000/XP is Ntldr. For Windows 9x/Me, the program is Io.sys.

When troubleshooting a failed boot, the subsystems to check are the electrical system, themajor components on the motherboard and other hardware required to boot, the videosystem, and errors that occur when BIOS tries to read from the hard drive.


>> REVIEWING THE BASICS

1. What is the difference between a hard boot and a soft boot?

2. What are the four main parts of the boot process?

3. What memory address is always assigned to the first instruction in the ROM BIOS startupprogram?

4. How does startup BIOS communicate errors during POST if video is not yet available?

5. Name the program that is needed to locate the beginning of the OS on a drive.

6. List three types of information contained in a hard drive’s partition table.

7. What is the name of the Windows NT/2000/XP boot loader program?

8. How many startup disks are needed to boot Windows 2000 from floppy disks?

>> KEY TERMS

boot recordbootingcold bootCommand.comdiagnostic cardDIP (dual inline package) switchelectrostatic discharge (ESD)ground bracelet

hard bootIo.sysloop-back plugMaster Boot Record (MBR)material safety data sheet

(MSDS)Msdos.sysNtldr

partition tablePOST (power-on self test)program filesoft bootstartup BIOSstatic electricitywarm boot

For explanations of key terms, see the Glossary near the end of the book.

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137Thinking Critically

>> THINKING CRITICALLY

1. As a help-desk technician, list some good detective questions to ask if the user calls to say,“My PC won’t boot.”

2. Starting with the easiest procedures, list five things to check if your PC does not boot.

3. Someone calls saying he has attempted to install a modem, but the modem does not work.List the first four questions you would ask.

4. If a PC boots first to the hard drive before checking the floppy disk for an OS, how do youchange this boot sequence so that it first looks on the floppy disk for an OS?

9. When troubleshooting a failed boot, if you don’t see any lights or hear any noises, whathardware system do you first assume is at fault?

10. When booting your computer and you see a blank screen, but hear a single beep, what canyou assume worked with no errors?

11. When booting your computer and you see a blank screen, but hear a single beep, whatcomponent should you check first?

12. Using the rule “trade good for suspected bad,” describe how to easily troubleshoot a videoproblem.

13. Give five possible questions that should be asked of a user who is experiencing computerproblems.

14. What is the best way to document intermittent problems?

15. Using Windows, list the steps to print a screen that shows an error message.

16. What preventive maintenance measures need to be done inside the case at least once ayear?

17. List at least three tasks you should complete before moving or shipping a computer.

18. How do you properly dispose of a battery pack from a notebook computer? A brokenmonitor? A toner cartridge from a laser printer?

19. If you are unsure how to properly dispose of a can of contact cleaner, how can you findout the acceptable method of disposal?

20. What two tools can be used to remove dust from inside a computer case?

21. What are three types of ribbon cables you might find inside a PC?

22. Why is it important to not rock an expansion card from side to side as you remove it fromits slot?

23. What type of expansion card can have a retention mechanism at the bottom of the card tohelp stabilize it in the slot?

24. Name three tools that you can use to protect a system against ESD as you work on it.

25. If you suspect that a USB port is faulty, what tool can you use to test the port?

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>> HANDS-ON PROJECTS

PROJECT 3-1: Observing the Boot Process

If your computer has a reset button, press it and then watch what happens. If your computerdoes not have a reset button, turn it off, wait a few seconds, and then turn it back on. Try tonote every beep, every light that goes on or off, and every message you see on the screen.Compare your notes to those of others to verify that you did not overlook something. Then,answer these questions from observing the boot:

1. What type of video card are you using?

2. Who is the BIOS vendor, and what version of the BIOS are you using?

3. As the computer boots, memory is counted. Observe the memory count and record theamount of memory detected. What number system is used to count this memory?

4. Unplug the keyboard and reboot the computer. What is different about the boot? Writedown your observations. (Some systems report a missing keyboard and some do not.)

5. Plug in the keyboard again, unplug the monitor, and reboot. After you reboot, plug in themonitor. Did the computer know the monitor was missing?

6. Put a floppy disk that is not bootable in drive A, and reboot. Write down what youobserve. If the PC booted to the desktop as usual, why didn’t it look to the floppy disk toload the OS?

PROJECT 3-2: Developing Help-Desk Skills

Work with a partner who will play the role of the user and a third person who will create aproblem. Sit with your back to the partner/user, who is in front of the PC. Troubleshoot theproblem and talk the user through to a solution. Abide by these rules:

1. A third person created an error so that the PC does not boot successfully. Neither younor your partner knows what the third person did.

2. The user does not have technical insight but is good at following directions and is willingto answer any nontechnical questions.

3. You can’t turn around to look at the screen.

4. You have to practice professional mannerisms and speech.

5. As you work, you have to keep a log of the “phone call to the help desk,” recording inthe log the major steps toward diagnosing and correcting the problem.

When the problem is resolved, have the third person create a different problem that caus-es the PC not to boot correctly, and exchange roles with your partner.

PROJECT 3-3: Saving CMOS Setup Using Freeware

Research the Internet for freeware to save CMOS setup data on a floppy disk. Print the Webpage of the product. Download the program and use it to save the setup data to disk. Whenyou run the software, print the main menu of the software. Try these Web sites when look-ing for software: www.zdnet.com, www.cnet.com and www.download.com.

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3PROJECT 3-4: Researching Disposal Rules

Research the laws and regulations in your community concerning the disposal of batteriesand old computer parts. Answer these questions regarding your community:

1. How do you properly dispose of a monitor?

2. How do you properly dispose of a battery pack used by a notebook computer?

3. How do you properly dispose of a large box of assorted computer parts, including harddrives, floppy drives, computer cases, and circuit boards?

139Real Problems, Real Solutions

>> REAL PROBLEMS, REAL SOLUTIONS

REAL PROBLEM 3-1: Taking Apart a Computer and Putting It Back Together

A PC technician needs to be comfortable with taking apart a computer and putting it backtogether. To learn the most from this project, do it using more than one system. Be sure touse a ground bracelet as you work, and follow the other safety precautions in the chapter.You’ll also need a Phillips-head screwdriver, flat-head screwdriver, paper, and pen. Do thefollowing:

1. Following the instructions in the chapter, begin to take apart the PC. When you get thecase cover removed, identify the following major components. (Drawings in this and pre-vious chapters should help.)

Expansion cards

Power supply

Floppy disk drive

CD drive

Hard drive

Motherboard

2. Remove the expansion cards, drives, power supply, and motherboard. As you work,don’t force anything. If you find yourself needing to force something, ask your instructorfor help.

3. You are ready to reassemble. Reverse the preceding disassembling activities. Install thepower supply, drives, motherboard, and cards in the case. Connect all internal cables andcords.

4. Before you replace the case cover, ask your instructor to check your work.

5. Replace the case cover and plug in the keyboard, monitor, and mouse.

6. Turn on the power and check that the PC is working properly. If the PC does not work,don’t panic! Just turn off the power and go back and check each cable connection andeach expansion card. You probably have not solidly seated a card in the slot. After youhave double-checked, try again.

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chapter pc repair fundamentals

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