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chap27 - All-In-One CompTIA Network All-in-One Exam Guide...

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CHAPTER 27 1197 The Complete PC Tech In this chapter, you will learn how to • Describe how computers work • Implement a troubleshooting methodology • Describe a technician’s toolkit When a mission-critical computer goes down, regardless of the industry, people get upset. Workers can’t work, so they feel guilty. Employers can’t get product out on time, so they feel anxious. Supervisors blame employees for fouling things up, or at least the employees fear such blame, even if they did not break the machine. Into this charged atmosphere comes the tech, ready to fix the computer and move on to the next challenge. Accomplishing this task, though, requires three things: First, a good tech must know the broken machine inside and out—how it’s supposed to work when working properly. Second, the tech has to calm the workers and supervisors, and get answers to questions to gain relevant information about the problem. Third, the tech must troubleshoot the problem and fix the machine. This chapter starts with an overview of how computers work and then dives into a section on dealing with customers and how to get them to tell you what you need to know and smile about it. The chapter wraps up with a proven troubleshooting method- ology to help you figure out the source of problems and point you to the fix quickly. Essentials How Computers Work You’ve spent a lot of time going through this book, reading about technologies and components in great detail. Each chapter contained troubleshooting information and methodologies for the components explained in that chapter. In Chapter 5, “Microprocessors,” for example, you learned all about CPUs, from how they work to how to install them. You also learned about issues specific to CPUs, including the potentially difficult task of adding or removing the fan and heat sink assembly that all CPUs require. In Chapters 11, “Hard Drive Technologies,” and 12, “Imple- menting Hard Drives,” you dove into hard drives in gory detail. With each chapter,
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CompTIA A+Certification All-in-One Exam Guide 1198 you added more and more information about the pieces that make up the personal computer today. In this chapter, I want you to distill that knowledge, to think about the computer as a coherent machine. Each of the computer’s components works together to enable people to produce some amazing things. To master the art of troubleshooting as a PC tech, you need to approach a technical problem and answer one question: “What can it be? What can be causing this problem?” (Okay, that was two questions, but you get the idea.) Because every process involves mul- tiple components, you must understand the interconnectedness of those components. If Jane can’t print, for example, what could it be? Connectivity? Drivers? Paper jam? Slow network connection? Frozen application? Solar flares? Let’s look at the process.
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