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Getting Started with PC Hardware Support and Troubleshooting Models

This guide introduces the foundational knowledge required for understanding PC hardware and troubleshooting methodologies. It covers the identification of external components, differentiates between hardware, software, and firmware, and presents various troubleshooting models. Each section is structured to help learners recognize physical components such as monitors, CPUs, and peripherals, as well as understand the basics of software operations and firmware functions. Several effective troubleshooting models, including CompTIA standards, are detailed to enhance problem-solving skills.

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Getting Started with PC Hardware Support and Troubleshooting Models

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  1. Getting started with PC hardware support Unit objectives • Identify the external components of a PC • Distinguish between hardware, software, and firmware • Describe troubleshooting models

  2. Topic A • Topic A: Computer components overview • Topic B: Hardware, software, and firmware • Topic C: Troubleshooting models

  3. External components Monitor Speaker Case Keyboard Mouse

  4. Internal components CD-ROM drive Power supply Floppy drive CPU/fan Adapter Hard drive Motherboard

  5. Activity A-1 Identifying external components of a PC

  6. Notebook computer Monitor Keyboard Touchpad

  7. Activity A-2 Identifying the components of a network computer

  8. Topic B • Topic A: Computer components overview • Topic B: Hardware, software, and firmware • Topic C: Troubleshooting models

  9. Hardware • Physical components: • Monitor • Printer • CD or DVD drive • CPU processing chip

  10. Software • Instructions processed by CPU • Operating system • Word processors • Spreadsheets • Graphics editors

  11. Firmware • Software stored on a chip • Software written permanently or semi-permanently to a computer chip

  12. Activity B-1 Comparing hardware, software, and firmware

  13. Topic C • Topic A: Computer components overview • Topic B: Hardware, software, and firmware • Topic C: Troubleshooting models

  14. Troubleshooting models • CompTIA A+ troubleshooting model • CompTIA Network+ model • Novell network troubleshooting model • The ASID model

  15. Basic stages of troubleshooting • Back up data • Divide and analyze • Verify • Research • Document

  16. CompTIA A+ model • Identify • Analyze • Test • Evaluate • Document

  17. 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

  18. 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

  19. The ASID model • Acquire • Simplify • Implement • Document

  20. Documentation • Paper vs. software • Organization scheme • Level of detail

  21. 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

  22. Activity C-1 Troubleshooting problems

  23. Unit summary • Identified the external components of a PC • Distinguished between hardware, software, and firmware • Described troubleshooting models

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