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Getting started with PC hardware support
Unit objectives Identify the external components of a
PC Distinguish between hardware,
software, and firmware Describe troubleshooting models
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Topic A
Topic A: Computer components overview
Topic B: Hardware, software, and firmware
Topic C: Troubleshooting models
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External components
Case Monitor Speaker
Keyboard
Mouse
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Internal componentsPower supply
CD-ROM drive
Hard drive
CPU/fan
Motherboard
Adapter
Floppy drive
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Activity A-1
Identifying external components of a PC
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Notebook computer
Monitor
Keyboard
Touchpad
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Activity A-2
Identifying the components of a network computer
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Topic B
Topic A: Computer components overview
Topic B: Hardware, software, and firmware
Topic C: Troubleshooting models
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Hardware
Physical components:– Monitor– Printer– CD or DVD drive– CPU processing chip
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Software
Instructions processed by CPU– Operating system– Word processors– Spreadsheets– Graphics editors
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Firmware
Software stored on a chip– Software written permanently or semi-
permanently to a computer chip
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Activity B-1
Comparing hardware, software, and firmware
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Topic C
Topic A: Computer components overview
Topic B: Hardware, software, and firmware
Topic C: Troubleshooting models
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Troubleshooting models
CompTIA A+ troubleshooting model CompTIA Network+ model Novell network troubleshooting model The ASID model
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Basic stages of troubleshooting
Back up data Divide and analyze Verify Research Document
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CompTIA A+ model Identify Analyze Test Evaluate Document
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CompTIA Network+ model
Identify the exact issue Re-create the problem Isolate the cause Formulate a correction Implement the correction Test the solution Document the problem and solution Provide feedback
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Novell troubleshooting model
Try some quick, obvious fixes Gather basic information Develop a plan Execute your plan Verify user satisfaction Document the problem and solution
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The ASID model
Acquire Simplify Implement Document
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Documentation
Paper vs. software Organization scheme Level of detail
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Microsoft Knowledge Base
Problem and solution references Download patches and new releases Explanations for many Microsoft error
messages URL is support.microsoft.com Print articles or save articles for later
reference
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Activity C-1
Troubleshooting problems
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Unit summary
Identified the external components of a PC
Distinguished between hardware, software, and firmware
Described troubleshooting models