1.

Introduction

1.1 Describe a computer system

A computer system consists of hardware and software components. Hardware is the physical
equipment such as the case, storage drives, keyboards, monitors, cables, speakers, motherboards
and others. The term software includes the operating system and programs. The operating system
instructs the computer how to operate. These operations may include identifying, accessing, and
processing information. Programs or applications perform different functions. Programs vary
widely depending on the type of information that will be accessed or generated. For example,
instructions for balancing a checkbook are very different from instructions for simulating a virtual
reality world on the Internet.

1.2 Internal Components

Identify the internal components
• Motherboards
• Buses
• CPUs
• Cooling systems
• ROM and RAM
• Adapter cards
• Expansion slots
• Storage drives
• Internal cables
1.3 Safe Lab Procedures and Proper Tool use
1.3.1 Introduction

This topic covers basic safety practices for the workplace, hardware and software tools, and the
disposal of hazardous materials. Safety guidelines help protect individuals from accidents and
injury and protect equipment from damage. Some of these guidelines are designed to protect the
environment from contamination by discarded materials. Stay alert to situations that could result
in injury or damage to equipment. Warning signs are designed to alert you to danger. Always
watch for these signs and take the appropriate action according to the warning given.

1.3.2 Explain the purpose of safe working conditions and procedures

Safe working conditions help to prevent injury to people and damage to computer equipment. A
safe workspace is clean, organized, and properly lighted. Everyone must understand and follow
safety procedures.

Follow proper procedures for handling computer equipment to reduce the risk of personal injury,
damage to property, and loss of data. Any damage or loss may result in claims for damage from
the owner of the property and data.

The proper disposal or recycling of hazardous computer components is a global issue. Make sure
to follow regulations that govern how to dispose of specific items.

1.3.2.1 Identify safety procedures and potential hazards for users and technicians

General Safety Guidelines:

Follow the basic safety guidelines to prevent cuts, burns, electrical shock, and damage to
eyesight. As is best practice, make sure that a fire extinguisher and first-aid kit are available in
case of fire or injury.
CAUTION: Power supplies and monitors contain very high voltage. Do not wear the antistatic
wrist strap when repairing power supplies or monitors.

CAUTION: Some printer parts may become very hot when in use and other parts may contain
very high voltages. Make sure that the printer has had time to cool before making the repair.
Check the printer manual for locations of various components that may contain high voltages.
Some components may retain high voltages even after the printer is turned off.

Fire Safety Guidelines:

Follow fire safety guidelines to protect lives, structures, and equipment. To avoid an electrical
shock, and to prevent damage to the computer, turn off and unplug the computer before beginning
a repair.

Fire can spread rapidly and be very costly. Proper use of a fire extinguisher can prevent a small
fire from getting out of control. When working with computer components, always consider the
possibility of an accidental fire and know how to react. If there is a fire, you should follow these
safety procedures:

 Never fight a fire that is out of control or not contained.

 Always have a planned fire escape route before beginning any work.
 Get out of the building quickly.
 Contact emergency services for help.

Be sure to locate and read the instructions on the fire extinguishers in your workplace before you
have to use them. Safety training may be available in your organization.

In the United States, there are four classifications for fire extinguishers. A different letter, color,
and shape identify each fire extinguisher classification, as shown in the figure below. Each type
of fire extinguisher has specific chemicals to fight different types of fires:
  Class A – Paper, wood, plastics, cardboard
 Class B – Gasoline, kerosene, organic solvents
 Class C – Electrical equipment
 Class D – Combustible metals

It is important to know how to use a fire extinguisher. Use the memory aid P-A-S-S to help you
remember the basic rules of fire extinguisher operation:

P - Pull the pin.

A - Aim at the base of the fire, not at the flames.
S - Squeeze the lever.
S - Sweep the nozzle from side to side.

1.3.2.2 Identify safety procedures to protect equipment from damage and data from
loss

Electrostatic discharge (ESD), harsh climates, and poor-quality sources of electricity can cause
damage to computer equipment. Follow proper handling guidelines, be aware of environmental
issues, and use equipment that stabilizes power to prevent equipment damage and data loss.

ESD
Static electricity is the buildup of an electric charge resting on a surface. This buildup may zap a
component and cause damage. This is known as electrostatic discharge (ESD). ESD can be
destructive to the electronics in a computer system.

At least 3,000 volts of static electricity must build up before a person can feel ESD. For example,
static electricity can build up on you as you walk across a carpeted floor. When you touch another
person, you both receive a shock. If the discharge causes pain or makes a noise, the charge was
probably above 10,000 volts. By comparison, less than 30 volts of static electricity can damage a
computer component.
ESD Protection Recommendations
ESD can cause permanent damage to electrical components. Follow these recommendations to
help prevent ESD damage:

 Keep all components in antistatic bags until you are ready to install them.
 Use grounded mats on workbenches.
 Use grounded floor mats in work areas.
 Use antistatic wrist straps when working on computers.

Climate
Climate affects computer equipment in a variety of ways:

 If the environment temperature is too high, equipment can overheat.

 If the humidity level is too low, the chance of ESD increases.
 If the humidity level is too high, equipment can suffer from moisture damage.

Power Fluctuation Types

Voltage is the force that moves electrons through a circuit. The movement of electrons is called
current. Computer circuits need voltage and current to operate electronic components. When the
voltage in a computer is not accurate or steady, computer components may not operate correctly.
Unsteady voltages are called power fluctuations.

The following types of AC power fluctuations can cause data loss or hardware failure:

 Blackout – complete loss of AC power. A blown fuse, damaged transformer, or downed

power line can cause a blackout.
 Brownout – reduced voltage level of AC power that lasts for a period of time. Brownouts
occur when the power line voltage drops below 80% of the normal voltage level.
Overloading electrical circuits can cause a brownout.
 Noise – interference from generators and lightning. Noise results in unclean power,
which can cause errors in a computer system.
 Spike – sudden increase in voltage that lasts for a very short period and exceeds 100% of
the normal voltage on a line. Spikes can be caused by lightning strikes, but can also occur
when the electrical system comes back on after a blackout.
 Power surge – dramatic increase in voltage above the normal flow of electrical current.
A power surge lasts for a few nanoseconds, or one-billionth of a second.

Power Protection Devices:

To help shield against power fluctuation issues, use protection devices to protect the data and
computer equipment:

 Surge Suppressor – helps protect against damage from surges and spikes. A surge
suppressor diverts extra electrical voltage on the line to the ground.
 Uninterruptible Power Supply (UPS) – helps protect against potential electrical power
problems by supplying electrical power to a computer or other device. The battery is
constantly recharging while the UPS is in use. The UPS is able to supply a consistent
quality of power when brownouts and blackouts occur. Many UPS devices are able to
communicate directly with the operating system on a computer. This communication
 allows the UPS to safely shut down the computer and save data prior to the UPS losing
all electrical power.
 Standby Power Supply (SPS) – helps protect against potential electrical power
problems by providing a backup battery to supply power when the incoming voltage
drops below the normal level. The battery is on standby during the normal operation.
When the voltage decreases, the battery provides DC power to a power inverter, which
converts it to AC power for the computer. This device is not as reliable as a UPS because
of the time it takes to switch over to the battery. If the switching device fails, the battery
will not be able to supply power to the computer. The following figure shows some
examples of surge suppressors, UPS, and SPS devices.

CAUTION: Never plug a printer into a UPS device. UPS manufacturers suggest not plugging a
printer into a UPS for fear of burning up the printer motor.

1.3.2.3 Identify safety procedures to protect the environment from contamination

Before discarding a computer or any of its components, it is crucial to consider safe disposal of
each separate component.

Proper Disposal of Batteries

Batteries often contain rare earth metals that can be harmful to the environment. Batteries from
portable computer systems may contain lead, cadmium, lithium, alkaline manganese, and
mercury. These metals do not decay and will remain in the environment for many years. Mercury
is commonly used in the manufacturing of batteries and is extremely toxic and harmful to
humans.

Recycling batteries should be a standard practice for a technician. All batteries, including
lithium-ion, nickel-cadmium, nickel-metal hydride, and lead-acid are subject to disposal
procedures that comply with local environmental regulations.

Proper Disposal of Monitors or CRTs

Handle monitors and CRTs with care. Extremely high voltage can be stored in monitors and
CRTs, even after being disconnected from a power source. CRTs contain glass, metal, plastics,
lead, barium, and rare earth metals. According to the U.S. Environmental Protection Agency
(EPA), CRTs may contain approximately 4 lbs (1.8 kg) of lead. Monitors must be disposed of in
compliance with environmental regulations.

Proper Disposal of Toner Kits, Cartridges, and Developers

Used printer toner kits and printer cartridges must be disposed of properly or recycled. Some
toner cartridge suppliers and manufacturers will take empty cartridges for refilling. There are also
companies that specialize in refilling empty cartridges. Kits to refill inkjet printer cartridges are
available but are not recommended, because the ink may leak into the printer, causing irreversible
damage. This can be especially costly because using refilled inkjet cartridges may also void the
inkjet printer warranty.

Proper Disposal of Chemical Solvents and cans

Contact the local sanitation company to learn how and where to dispose of the chemicals and
solvents used to clean computers. Never dump chemicals or solvents down a sink or dispose of
them in any drain that connects to public sewers.

The cans or bottles that contain solvents and other cleaning supplies must be handled carefully.
Make sure that they are identified and treated as special hazardous waste. For example, some
aerosol cans may explode when exposed to heat if the contents are not completely used.

1.3.3 Identify tools and software used with personal computer components and their
purposes

For every job there is the right tool. Make sure that you are familiar with the correct use of each
tool and that the right tool is used for the current task. Skilled use of tools and software makes the
job less difficult and ensures that tasks are performed properly and safely.

Software tools are available that help diagnose problems. Use these tools to determine which
computer device is not functioning correctly.

A technician must document all repairs and computer problems. The documentation can then be
used as a reference for future problems or for other technicians who may not have encountered
the problem before. The documents may be paper based, but electronic forms are preferred
because they can be easily searched for specific problems.
1.3.3.1 Identify hardware tools and their purpose

A toolkit should contain all of the tools necessary to complete hardware repairs. As you gain
experience, you will learn which tools to have available for different types of jobs. Hardware
tools are grouped into these four categories:

 ESD tools
 Hand tools
 Cleaning tools
 Diagnostic tools

ESD Tools
There are two ESD tools: the antistatic wrist strap and the antistatic mat. The antistatic wrist
strap protects computer equipment when grounded to a computer chassis. The antistatic mat
protects computer equipment by preventing static electricity from accumulating on the hardware
or on the technician.

Hand Tools
Most tools used in the computer assembly process are small hand tools. They are available
individually or as part of a computer repair toolkit. Toolkits range widely in size, quality, and
price.
Cleaning Tools
Having the appropriate cleaning tools is essential when maintaining or repairing computers.
Using these tools ensures that computer components are not damaged during cleaning. Example:
soft cloth and compressed air.

Diagnostic Tools
A digital multi meter and a loopback adapter are used to test hardware.

1.3.3.2 Identify software tools and their purpose

A technician must be able to use a range of software tools to help diagnose problems, maintain
hardware, and protect the data stored on a computer.

Disk Management Tools

You must be able to identify which software to use in different situations. Disk management tools
help detect and correct disk errors, prepare a disk for data storage, and remove unwanted files.

 Fdisk or Disk Management – used to create and delete partitions on a hard drive
 Format – used to prepare a hard drive to store information
 Scandisk or Chkdsk – used to check the integrity of files and folders on a hard drive by
scanning the disk surface for physical errors
 Defrag – used to optimize space on a hard drive to allow faster access to programs and
data
 Disk Cleanup – used to clear space on a hard drive by searching for files that can be
safely deleted
 Disk Management – a system utility used to manage hard drives and partitions, which
performs tasks such as initializing disks, creating partitions, and formatting partitions
 System File Checker (SFC) – a command-line utility that scans the operating system
critical files and replaces any files that are corrupted
Protection Software Tools
Each year, viruses, spyware, and other types of malicious attacks infect millions of computers.
These attacks can damage an operating system, application, and data. Computers that have been
infected may even have problems with hardware performance or component failure.

To protect data and the integrity of the operating system and hardware, use software designed to
guard against attacks and to remove malicious programs.

Various types of software are used to protect hardware and data:

Windows XP Security Center – allows you to check the status of essential security settings on
the computer. The Security Center continuously checks to make sure that the software firewall
and antivirus programs are running. It also ensures that automatic updates are set to download
and install automatically.

 Antivirus Program – protects a computer against virus attacks.

 Spyware Remover – protects against software that sends information about web surfing
habits to an attacker. Spyware can be installed without the knowledge or consent of the
user.
 Firewall – a program that runs continuously to protect against unauthorized
communications to and from your computer.

1.3.3.3 Identify organizational tools and their purpose

It is important that a technician document all services and repairs. These documents need to be
stored centrally and made available to all other technicians. The documentation can then be used
as reference material for similar problems that are encountered in the future. Good customer
service includes providing the customer with a detailed description of the problem and the
solution.

Personal Reference Tools

Personal Reference tools include troubleshooting guides, manufacturer manuals, quick reference
guides, and a repair journal. In addition to an invoice, a technician keeps a journal of upgrades
and repairs. The documentation in the journal should include descriptions of the problem,
possible solutions that have been tried in order to correct the problem, and the steps taken to
repair the problem. Be sure to note any configuration changes made to the equipment and any
replacement parts used in the repair. This documentation will be valuable when you encounter
similar situations in the future.

 Notes – Make notes as you go through the investigation and repair process. Refer to these
notes to avoid repeating previous steps and to determine what steps to take next.
 Journal – Document the upgrades and repairs that you perform. The documentation
should include descriptions of the problem, possible solutions that have been tried in
order to correct the problem, and the steps taken to repair the problem. Be sure to note
any configuration changes made to the equipment and any replacement parts used in the
repair. Your journal, along with your notes, can be valuable when you encounter similar
situations in the future.
  History of repairs – Make a detailed list of problems and repairs, including the date,
replacement parts, and customer information. The history allows a technician to
determine what work has been performed on a computer in the past.

Internet Reference Tools

The Internet is an excellent source of information about specific hardware problems and possible
solutions:

 Internet search engines

 News groups
 Manufacturer FAQs
 Online computer manuals
 Online forums and chat
 Technical websites

Miscellaneous Tools
With experience, you will discover many additional items to add to the toolkit. A working
computer is also a valuable resource to take with you on computer repairs in the field. A working
computer can be used to research information, download tools or drivers, or communicate with
other technicians.

1.3.4 Implement proper tool use

Safety in the workplace is everyone's responsibility. You are much less likely to injure yourself or
damage components when using the proper tool for the job.

Before cleaning or repairing equipment, check to make sure that your tools are in good condition.
Clean, repair, or replace any items that are not functioning adequately.

1.3.4.1 Demonstrate proper use of an antistatic wrist strap

As discussed previously, an example of ESD is the small shock that someone receives when you
walk across a room with carpet and touch a doorknob. Although the small shock is harmless to
you, the same electrical charge passing from you to a computer can damage its components.
Wearing an antistatic wrist strap can prevent ESD damage to computer components.

The purpose of an antistatic wrist strap is to equalize the electrical charge between you and the
equipment. The antistatic wrist strap is a conductor that connects your body to the equipment that
you are working on. When static electricity builds up in your body, the connection made by the
wrist strap to the equipment, or ground, channels the electricity through the wire that connects the
strap.

The wrist strap has two parts and is easy to wear:

1. Wrap the strap around your wrist and secure it using the snap or Velcro. The metal on the
back of the wrist strap must remain in contact with the skin at all times.
2. Snap the connector on the end of the wire to the wrist strap and connect the other end
either to the equipment or to the same grounding point that the antistatic mat is connected
to. The metal skeleton of the case is a good place to connect the wire. When connecting
 the wire to equipment you are working on, choose an unpainted metal surface. A painted
surface does not conduct the electricity as well as unpainted metal.

NOTE: Attach the wire on the same side of the equipment as the arm wearing the antistatic wrist
strap. This will help to keep the wire out of the way while you are working.

Although wearing a wrist strap will help to prevent ESD, you can further reduce the risks by not
wearing clothing made of silk, polyester, or wool. These fabrics are more likely to generate a
static charge.

NOTE: Technicians should roll up their sleeves, remove scarves or ties, and tuck in their shirts to
prevent interference from clothing. Ensure that earrings, necklaces, and other loose jewelry are
properly secured.

CAUTION: Never wear an antistatic wrist strap if you are repairing a monitor or CRT.

1.3.4.2 Demonstrate proper use of an antistatic mat

You may not always have the option to work on a computer in a properly equipped workspace. If
you can control the environment, try to set up your workspace away from carpeted areas. Carpets
can cause the buildup of electrostatic charges. If you cannot avoid the carpeting, ground yourself
to the unpainted portion of the case of the computer on which you are working before touching
any components.

Antistatic Mat
An antistatic mat is slightly conductive. It works by drawing static electricity away from a
component and transferring it safely from equipment to a grounding point.

1. Lay the mat on the workspace next to or under the computer case.
2. Clip the mat to the case to provide a grounded surface on which you can place parts as
you remove them from the system.

Reducing the potential for ESD reduces the likelihood of damage to delicate circuits or
components.

NOTE: Always handle components by the edges.

Workbench
When you are working at a workbench, ground the workbench and the antistatic floor mat. By
standing on the mat and wearing the wrist strap, your body has the same charge as the equipment
and reduces the probability of ESD.

1.3.4.3 Demonstrate proper use of various hand tools

A technician needs to be able to properly use each tool in the toolkit. This topic covers many of
the various hand tools used when repairing computers.

Screws
Match each screw with the proper screwdriver. Place the tip of the screwdriver on the head of the
screw. Turn the screwdriver clockwise to tighten the screw and counterclockwise to loosen the
screw.

Screws can become stripped if you over-tighten them with a screwdriver.

Use a flat head screwdriver when you are working with a slotted screw. Do not use a flat head
screwdriver to remove a Phillips head screw. Never use a screwdriver as a pry bar. If you can not
remove a component, check to see if there is a clip or latch that is securing the component in
place.

CAUTION: If excessive force is needed to remove or add a component, something is probably

wrong. Take a second look to make sure that you have not missed a screw or a locking clip that is
holding the component in place. Refer to the device manual or diagram for additional
information.

Phillips Head Screwdriver

Use a Phillips head screwdriver with crosshead screws. Do not use this type of screwdriver to
puncture anything. This will damage the head of the screwdriver.

Hex Driver
Use a hex driver to loosen and tighten bolts that have a hexagonal (six-sided) head. Hex bolts
should not be over-tightened because the threads of the bolts can be stripped. Do not use a hex
driver that is too large for the bolt that you are using.

CAUTION: Some tools are magnetized. When working around electronic devices, be sure that
the tools you are using have not been magnetized. Magnetic fields can be harmful to data stored
on magnetic media. Test your tool by touching the tool with a screw. If the screw is attracted to
the tool, do not use the tool.

Part Retriever, Needle-Nose Pliers, or Tweezers

The part retriever, needle-nose pliers, and tweezers can be used to place and retrieve parts that
may be hard to reach with your fingers. Do not scratch or hit any components when using these
tools.

CAUTION: Pencils should not be used inside the computer to change the setting of switches or
to pry off jumpers. The pencil lead can act as a conductor and may damage the computer
components.

1.3.4.4 Demonstrate proper use of cleaning materials

Keeping computers clean inside and out is a vital part of a maintenance program. Dirt can cause
problems with the physical operation of fans, buttons, and other mechanical components. On
electrical components, an excessive buildup of dust will act like an insulator and trap the heat.
This insulation will impair the ability of heat sinks and cooling fans to keep components cool,
causing chips and circuits to overheat and fail.

CAUTION: Before cleaning any device, turn it off and unplug the device from the power source.
Computer Cases and Monitors
Clean computer cases and the outside of monitors with a mild cleaning solution on a damp, lint-
free cloth. Mix one drop of dishwashing liquid with four ounces of water to create the cleaning
solution. If any water drips inside the case, allow enough time for the liquid to dry before
powering on the computer.

LCD Screens
Do not use ammoniated glass cleaners or any other solution on an LCD screen unless the cleaner
is specifically designed for the purpose. Harsh chemicals will damage the coating on the screen.
There is no glass protecting these screens, so be gentle when cleaning them and do not press
firmly on the screen.

CRT Screens
To clean the screens of CRT monitors, dampen a soft, clean, lint-free cloth with distilled water
and wipe the screen from top to bottom. Then use a soft, dry cloth to wipe the screen and remove
any streaking after you have cleaned the monitor.

Clean dusty components with a can of compressed air. Compressed air does not cause
electrostatic buildup on components. Make sure that you are in a well-ventilated area before
blowing the dust out of the computer. A best practice is to wear a dust mask to make sure that you
do not breathe in the dust particles.

Blow out the dust using short bursts from the can. Never tip the can or use the compressed air can
upside down. Do not allow the fan blades to spin from the force of the compressed air. Hold the
fan in place. Fan motors can be ruined from spinning when the motor is not turned on.

Component Contacts
Clean the contacts on components with isopropyl alcohol. Do not use rubbing alcohol. Rubbing
alcohol contains impurities that can damage contacts. Make sure that the contacts do not collect
any lint from the cloth or cotton swab. Blow any lint off the contacts with compressed air before
reinstallation.

Keyboard
Clean a desktop keyboard with compressed air or a small, hand-held vacuum cleaner with a brush
attachment.

CAUTION: Never use a standard vacuum cleaner inside a computer case. The plastic parts of the
vacuum cleaner can build up static electricity and discharge to the components. Use only a
vacuum approved for electronic components.

Mouse
Use glass cleaner and a soft cloth to clean the outside of the mouse. Do not spray glass cleaner
directly on the mouse. If cleaning a ball mouse, you can remove the ball and clean it with glass
cleaner and a soft cloth. Wipe the rollers clean inside the mouse with the same cloth. You may
need to use a nail file to clean the rollers on the mouse. Do not spray any liquids inside the
mouse.