Information technology

learn more to known tehonolgy This chapter detailed the steps used to assemble a computer and to boot the system for the first time. These are some important points to remember: • Computer cases come in a variety of sizes and configurations. Many of the components of the computer must match the form factor of the case. • The CPU is installed on the motherboard with a heat sink/fan assembly. • RAM is installed in RAM slots found on the motherboard. • Adapter cards are installed in PCI and PCIe expansion slots found on the motherboard. • Hard disk drives are installed in 3.5-inch drive bays located inside the case. • Optical drives are installed in 5.25-inch drive bays that can be accessed from outside the case. • Floppy drives are installed in 3.5-inch drive bays that can be accessed from outside the case. • Power supply cables are connected to all drives and the motherboard. • Internal data cables transfer data to all drives. • External cables connect peripheral devices to the computer. • Beep codes signify when hardware malfunctions. • The BIOS setup program is used to display information about the computer components and allows the user to change system setttings Computer Assembly Assembling computers is a large part of a technician's job. As a technician, you will need to work in a logical, methodical manner when working with computer components. As with any learned trade, computer assembly skills will improve dramatically with practice. After completing this chapter, you will meet these objectives: • Open the case. • Install the power supply. • Attach the components to the motherboard and install the motherboard. • Install internal drives. • Install drives in external bays. • Install adapter cards. • Connect all internal cables. • Re-attach the side panels and connect external cables to the computer. • Boot the computer for the first time. Computer cases are produced in a variety of form factors. Form factors refer to the size and shape of the case. Prepare the workspace before opening the computer case. There should be adequate lighting, good ventilation, and a comfortable room temperature. The workbench or table should be accessible from all sides. Avoid cluttering the surface of the workbench or table with tools and computer components. An antistatic mat on the table will help prevent physical and ESD damage to equipment. Small containers can be used to hold small screws and other parts as they are being removed. There are different methods for opening cases. To learn how to open a particular computer case, consult the user manual or manufacturer's website. Most computer cases are opened in one of the following ways: • The computer case cover can be removed as one piece. • The top and side panels of the case can be removed. • The top of the case may need to be removed before the side panels can be removed. Install the power supply A technician may be required to replace or install a power supply. Most power supplies can only fit one way in the computer case. There are usually three or four screws that attach the power supply to the case. Power supplies have fans that can vibrate and loosen screws that are not secured. When installing a power supply, make sure that all of the screws are used and that they are properly tightened. These are the power supply installation steps: 1. Insert the power supply into the case. 2. Align the holes in the power supply with the holes in the case. 3. Secure the power supply to the case using the proper screws Install a CPU and a heat sink/fan assembly The CPU and the heat sink/fan assembly may be installed on the motherboard before the motherboard is placed in the computer case. CPU Figure 1 shows a close-up view of the CPU and the motherboard. The CPU and motherboard are sensitive to electrostatic discharge. When handling a CPU and motherboard, make sure that you place them on a grounded antistatic mat. You should wear an antistatic wrist strap while working with these components. CAUTION: When handling a CPU, do not touch the CPU contacts at any time. The CPU is secured to the socket on the motherboard with a locking assembly. The CPU sockets today are ZIF sockets. You should be familiar with the locking assembly before attempting to install a CPU into the socket on the motherboard. Thermal compound helps to keep the CPU cool. Figure 2 shows thermal compound being applied to the CPU. When you are installing a used CPU, clean the CPU and the base of the heat sink with isopropyl alcohol. Doing this removes all traces of old thermal compound. The surfaces are now ready for a new layer of thermal compound. Follow all manufacturer recommendations about applying the thermal compound. Heat Sink/Fan Assembly Figure 3 shows the heat sink/fan assembly. It is a two-part cooling device. The heat sink draws heat away from the CPU. The fan moves the heat away from the heat sink. The heat sink/fan assembly usually has a 3-pin power connector. Figure 4 shows the connector and the motherboard header for the heat sink/fan assembly. Follow these instructions for CPU and heat sink/fan assembly installation: 1. Align the CPU so that the Connection 1 indicator is lined up with Pin 1 on the CPU socket. Doing this ensures that the orientation notches on the CPU are aligned with the orientation keys on the CPU socket. 2. Place the CPU gently into the socket. 3. Close the CPU load plate and secure it in place by closing the load lever and moving it under the load lever retention tab. 4. Apply a small amount of thermal compound to the CPU and spread it evenly. Follow the application instructions provided by the manufacturer. 5. Align the heat sink/fan assembly retainers with the holes on the motherboard. 6. Place the heat sink/fan assembly onto the CPU socket, being careful not to pinch the CPU fan wires. 7. Tighten the heat sink/fan assembly retainers to secure the assembly in place. 8. Connect the heat sink/fan assembly power cable to the header on the motherboard. Install the RAM Like the CPU and the heat sink/fan assembly, RAM is installed in the motherboard before the motherboard is secured in the computer case. Before you install a memory module, consult the motherboard documentation or website of the manufacturer to ensure that the RAM is compatible with the motherboard. RAM provides temporary data storage for the CPU while the computer is operating. RAM is volatile memory, which means that its contents are lost when the computer is shut down. Typically, more RAM will enhance the performance of your computer. Follow these steps for RAM installation: 1. Align the notches on the RAM module to the keys in the slot and press down until the side tabs click into place. 2. Make sure that the side tabs have locked the RAM module. Visually check for exposed contacts. Repeat these steps for additional RAM modules Install the motherboard The motherboard is now ready to install in the computer case. Plastic and metal standoffs are used to mount the motherboard and to prevent it from touching the metal portions of the case. You should install only the standoffs that align with the holes in the motherboard. Installing any additional standoffs may prevent the motherboard from being seated properly in the computer case. Follow these steps for motherboard installation: 1. Install standoffs in the computer case. 2. Align the I/O connectors on the back of the motherboard with the openings in the back of the case. 3. Align the screw holes of the motherboard with the standoffs. 4. Insert all all of the motherboard screws. 5. Tighten all of the motherboard screws. Install internal drives Drives that are installed in internal bays are called internal drives. A hard disk drive (HDD) is an example of an internal drive. Follow these steps for HDD installation: • Position the HDD so that it aligns with the 3.5-inch drive bay. • Insert the HDD into the drive bay so that the screw holes in the drive line up with the screw holes in the case. • Secure the HDD to the case using the proper screws Install drives in external bays Drives, such as optical drives and floppy drives, are installed in drive bays that are accessed from the front of the case. Optical drives and floppy drives store data on removable media. Drives in external bays allow access to the media without opening the case. After completing this section, you will meet these objectives: • Install the optical drive. • Install the floppy drive. Install the optical drive An optical drive is a storage device that reads and writes information to CDs and DVDs. A Molex power connector provides the optical drive with power from the power supply. A PATA cable connects the optical drive to the motherboard. Follow these steps for optical drive installation: 1. Position the optical drive so that it aligns with the 5.25-inch drive bay. 2. Insert the optical drive into the drive bay so that the optical drive screw holes align with the screw holes in the case. 3. Secure the optical drive to the case using the proper screws. Install the floppy drive A floppy disk drive (FDD) is a storage device that reads and writes information to a floppy disk. A Berg power connector provides the FDD with power from the power supply. A floppy data cable connects the FDD to the motherboard. A floppy disk drive fits into the 3.5-inch bay on the front of the computer case. Follow these steps for FDD installation: • Position the FDD so that it aligns with the 3.5-inch drive bay. • Insert the FDD into the drive bay so that the FDD screw holes align with the screw holes in the case. • Secure the FDD to the case using the proper screws. Install adapter cards Adapter cards are installed to add functionality to a computer. Adapter cards must be compatible with the expansion slot. This section focuses on the installation of three types of adapter cards: • PCIe x1 NIC • PCI Wireless NIC • PCIe x16 video adapter card After completing this section, you will meet these objectives: • Install the NIC. • Install the wireless NIC. • Install the video adapter card. Install the NIC A NIC enables a computer to connect to a network. NICs use PCI and PCIe expansion slots on the motherboard. Follow these steps for NIC installation: 1. Align the NIC to the appropriate expansion slot on the motherboard. 2. Press down gently on the NIC until the card is fully seated. 3. Secure the NIC PC mounting bracket to the case with the appropriate screw. Install the wireless NIC A wireless NIC enables a computer to connect to a wireless network. Wireless NICs use PCI and PCIe expansion slots on the motherboard. Some wireless NICs are installed externally with a USB connector. Follow these steps for wireless NIC installation: 1. Align the wireless NIC to the appropriate expansion slot on the motherboard. 2. Press down gently on the wireless NIC until the card is fully seated. 3. Secure the wireless NIC PC mounting bracket to the case with the appropriate screw. Install the video adapter card A video adapter card is the interface between a computer and a display monitor. An upgraded video adapter card can provide better graphic capabilities for games and graphic programs. Video adapter cards use PCI, AGP, and PCIe expansion slots on the motherboard. Follow these steps for video adapter card installation: 1. Align the video adapter card to the appropriate expansion slot on the motherboard. 2. Press down gently on the video adapter card until the card is fully seated. 3. Secure the video adapter card PC mounting bracket to the case with the appropriate screw. Connect all internal cables Power cables are used to distribute electricity from the power supply to the motherboard and other components. Data cables transmit data between the motherboard and storage devices, such as hard drives. Additional cables connect the buttons and link lights on the front of the computer case to the motherboard. After completing this section, you will meet these objectives: • Connect the power cables. • Connect the data cables. Connect the power cables Motherboard Power Connections Just like other components, motherboards require power to operate. The Advanced Technology Extended (ATX) main power connector will have either 20 or 24 pins. The power supply may also have a 4-pin or 6-pin Auxiliary (AUX) power connector that connects to the motherboard. A 20-pin connector will work in a motherboard with a 24-pin socket. Follow these steps for motherboard power cable installation: 1. Align the 20-pin ATX power connector to the socket on the motherboard. [Figure 1] 2. Gently press down on the connector until the clip clicks into place. 3. Align the 4-pin AUX power connector to the socket on the motherboard. [Figure 2] 4. Gently press down on the connector until the clip clicks into place. SATA Power Connectors SATA power connectors use a 15-pin connector. SATA power connectors are used to connect to hard disk drives, optical drives, or any devices that have a SATA power socket. Molex Power Connectors Hard disk drives and optical drives that do not have SATA power sockets use a Molex power connector. CAUTION: Do not use a Molex connector and a SATA power connector on the same drive at the same time. Berg Power Connectors The 4-pin Berg power connector supplies power to a floppy drive. Follow these steps for power connector installation: 1. Plug the SATA power connector into the HDD. [Figure 3] 2. Plug the Molex power connector into the optical drive. [Figure 4] 3. Plug the 4-pin Berg power connector into the FDD. [Figure 5] 4. Connect the 3-pin fan power connector into the appropriate fan header on the motherboard, according to the motherboard manual. [Figure 6] 5. Plug the additional cables from the case into the appropriate connectors according to the motherboard manual. Connect the data cables Drives connect to the motherboard using data cables. The drive being connected determines the type of data cable used. The types of data cables are PATA, SATA, and floppy disk. PATA Data Cables The PATA cable is sometimes called a ribbon cable because it is wide and flat. The PATA cable can have either 40 or 80 conductors. A PATA cable usually has three 40-pin connectors. One connector at the end of the cable connects to the motherboard. The other two connectors connect to drives. If multiple hard drives are installed, the master drive will connect to the end connector. The slave drive will connect to the middle connector. A stripe on the data cable denotes pin 1. Plug the PATA cable into the drive with the pin 1 indicator on the cable aligned to the pin 1 indicator on the drive connector. The pin 1 indicator on the drive connector is usually closest to the power connector on the drive. Many motherboards have two PATA drive controllers, which provides support for a maximum of four PATA drives. SATA Data Cables The SATA data cable has a 7-pin connector. One end of the cable is connected to the motherboard. The other end is connected to any drive that has a SATA data connector. Floppy Data Cables The floppy drive data cable has a 34-pin connector. Like the PATA data cable, the floppy drive data cable has a stripe to denote the location of pin 1. A floppy drive cable usually has three 34-pin connectors. One connector at the end of the cable connects to the motherboard. The other two connectors connect to drives. If multiple floppy drives are installed, the A: drive will connect to the end connector. The B: drive will connect to the middle connector. Plug the floppy drive data cable into the drive with the pin 1 indicator on the cable aligned to the pin 1 indicator on the drive connector. Motherboards have one floppy drive controller, which provides support for a maximum of two floppy drives. NOTE: If pin 1 on the floppy drive data cable is not aligned with pin 1 on the drive connector, the floppy drive will not function. This misalignment will not damage the drive, but the drive activity light will display continuously. To fix this problem, turn off the computer and reconnect the data cable so that the pin 1 on the cable and the pin 1 on the connector are aligned. Reboot the computer. Follow these steps for data cable installation: 1. Plug the motherboard end of the PATA cable into the motherboard socket. [Figure 1] 2. Plug the connector at the far end of the PATA cable into the optical drive. [Figure 2] 3. Plug one end of the SATA cable into the motherboard socket. [Figure 3] 4. Plug the other end of the SATA cable into the HDD. [Figure 4] 5. Plug the motherboard end of the FDD cable into the motherboard socket. [Figure 5] 6. Plug the connector at the far end of the FDD cable into the floppy drive. [Figure 6] Re-attach the side panels and connect external cables to the computer Now that all the internal components have been installed and connected to the motherboard and power supply, the side panels are re-attached to the computer case. The next step is to connect the cables for all computer peripherials and the power cable. After completing this section, you will meet these objectives: • Re-attach the side panels to the case. • Connect external cables to the computer. Connect external cables to the computer After the case panels have been re-attached, connect the cables to the back of the computer. Here are some common external cable connections: • Monitor • Keyboard • Mouse • USB • Ethernet • Power When attaching cables, ensure that they are connected to the correct locations on the computer. For example, some mouse and keyboard cables use the same type of PS/2 connector. CAUTION: When attaching cables, never force a connection. NOTE: Plug in the power cable after you have connected all other cables. Follow these steps for external cable installation: 1. Attach the monitor cable to the video port. [Figure 1] 2. Secure the cable by tightening the screws on the connector. 3. Plug the keyboard cable into the PS/2 keyboard port. [Figure 2] 4. Plug the mouse cable into the PS/2 mouse port. [Figure 3] 5. Plug the USB cable into a USB port. [Figure 4] 6. Plug the network cable into the network port. [Figure 5] 7. Connect the wireless antenna to the antenna connector. [Figure 6] 8. Plug the power cable into the power supply. [Figure 7] Boot the computer for the first time When the computer is booted, the basic input/output system (BIOS) performs a check on all of the internal components. This check is called a power-on self test (POST). After completing this section, you will meet these objectives: • Identify beep codes. • Describe BIOS setup. Identify beep codes POST checks to see that all of the hardware in the computer is operating correctly. If a device is malfunctioning, an error or a beep code alerts the technician that there is a problem. Typically, a single beep denotes that the computer is functioning properly. If there is a hardware problem, the computer may emit a series of beeps. Each BIOS manufacturer uses different codes to indicate hardware problems. Figure 1 shows a sample chart of beep codes. The beep codes for your computer may be different. Consult the motherboard documentation to view beep codes for your computer. Describe BIOS setup The BIOS contains a setup program used to configure settings for hardware devices. The configuration data is saved to a special memory chip called a complementary metal-oxide semiconductor (CMOS), as shown in Figure 1. CMOS is maintained by the battery in the computer. If this battery dies, all BIOS setup configuration data will be lost. If this occurs, replace the battery and reconfigure the BIOS settings. To enter the BIOS setup program, you must press the proper key or key sequence during POST. Most computers use the DEL key. Your computer may use another key or combination of keys. Figure 2 shows an example of a BIOS setup program. Here are some common BIOS setup menu options: • Main – System time, date, HDD type, etc. • Advanced – Infrared port settings, parallel port settings, etc. • Security – Password settings to setup utility • Others – Low battery alarm, system beep, etc. • Boot – Boot order of the computer • Exit – Setup utility exit ………………………… Summary This chapter discussed the concepts of preventive maintenance and the troubleshooting process. • Regular preventive maintenance reduces hardware and software problems. • Before beginning any repair, back up the data on a computer. • The troubleshooting process is a guideline to help you solve computer problems in an efficient manner. • Document everything that you try, even if it fails. The documentation that you create will become a useful resource for you and other technicians. Computer maintenance and the troubleshooting This chapter introduces preventive maintenance and the troubleshooting process. Preventive maintenance is a regular and systematic inspection, cleaning, and replacement of worn parts, materials, and systems. Preventive maintenance helps to prevent failure of parts, materials, and systems by ensuring that they are in good working order. Troubleshooting is a systematic approach to locating the cause of a fault in a computer system. A good preventive maintenance program helps minimize failures. With fewer failures, there is less troubleshooting to do, thus saving an organization time and money. Troubleshooting is a learned skill. Not all troubleshooting processes are the same, and technicians tend to refine their own troubleshooting skills based on knowledge and personal experience. Use the guidelines in this chapter as a starting point to help develop your troubleshooting skills. Although each situation is different, the process described in this chapter will help you to determine your course of action when you are trying to solve a technical problem for a customer. After completing this chapter, you will meet these objectives: • Explain the purpose of preventive maintenance. • Identify the steps of the troubleshooting process. Purpose of preventive maintenance Preventive maintenance is used to reduce the probability of hardware or software problems by systematically and periodically checking hardware and software to ensure proper operation. Hardware Check the condition of cables, components, and peripherals. Clean components in order to reduce the likelihood of overheating. Repair or replace any components that show signs of abuse or excess wear. Use the tasks listed in Figure 1 as a guide to create a hardware maintenance program. What additional hardware maintenance tasks can you add to the list? Software Verify that installed software is current. Follow the policies of the organization when installing security updates, operating system updates, and program updates. Many organizations do not allow updates until extensive testing has been completed. This testing is done to confirm that the update will not cause problems with the operating system and software. Use the tasks listed in Figure 2 as a guide to create a software maintenance schedule that fits the needs of your computer equipment. What other software maintenance tasks can you add to the list? Benefits Be proactive in computer equipment maintenance and data protection. By performing regular maintenance routines, you can reduce potential hardware and software problems. Doing this will reduce computer down time and repair costs. A preventive maintenance plan is developed based on the needs of the equipment. A computer exposed to a dusty environment, such as a construction site, will need more attention than equipment in an office environment. High-traffic networks, such as a school network, may require additional scanning and removal of malicious software or unwanted files. Document the routine maintenance tasks that must be performed on the computer equipment and the frequency of each task. This list of tasks can then be used to create a maintenance program. Some benefits of preventive maintenance are listed in Figure 3. Can you think of any other benefits that preventive maintenance provides? Identify the steps of the troubleshooting process Troubleshooting requires an organized and logical approach to problems with computers and other components. A logical approach to troubleshooting allows you to eliminate variables in a systematic order. Asking the right questions, testing the right hardware, and examining the right data helps you understand the problem. This helps you form a proposed solution to try. Troubleshooting is a skill that you will refine over time. Each time you solve another problem, you will increase your troubleshooting skills by gaining more experience. You will learn how and when to combine, as well as skip, steps to reach a solution quickly. The troubleshooting process is a guideline that can be modified to fit your needs. In this section, you will learn an approach to problem solving that can be applied to both hardware and software. Many of the steps can also be applied to problem solving in other work-related areas. NOTE: The term customer, as used in this course, is any user that requires technical computer assistance. After completing this section, you will meet these objectives: • Explain the purpose of data protection. • Gather data from the customer. • Verify the obvious issues. • Try quick solutions first. • Gather data from the computer. • Evaluate the problem and implement the solution. • Close with the customer. Explain the purpose of data protection Before you begin troubleshooting problems, always follow the necessary precautions to protect data on a computer. Some repairs, such as replacing a hard drive or reinstalling an operating system, may put the data on the computer at risk. Make sure that you do everything possible to prevent data loss while attempting repairs. CAUTION: Although data protection is not one of the six troubleshooting steps, you must protect data before beginning any work on a customer's computer. If your work results in data loss for the customer, you or your company could be held liable. Backup Data A backup is a copy of the data on a computer hard drive that is saved to media such as a CD, DVD, or tape drive. In an organization, backups are routinely done on a daily, weekly, and monthly basis. If you are unsure that a backup has been done, do not attempt any troubleshooting activities until you check with the customer. Here is a list of items to verify with the customer about data backups: • Date of the last backup • Contents of the backup • Data integrity of the backup • Availability of all backup media for a data restore If the customer does not have a current backup and you are not able to create one, you should ask the customer to sign a liability release form. A liability release form should contain at least the following information: • Permission to work on the computer without a current backup available • Release from liability if data is lost or corrupted • Description of the work to be performed Gather data from the customer During the troubleshooting process, gather as much information from the customer as possible. The customer will provide you with the basic facts about the problem. Figure 1 lists some of the important information to gather from the customer. Conversation Etiquette When you are talking to the customer, you should follow these guidelines: • Ask direct questions to gather information. • Do not use industry jargon when talking to customers. • Do not talk down to the customer. • Do not insult the customer. • Do not accuse the customer of causing the problem. By communicating effectively, you will be able to elicit the most relevant information about the problem from the customer. Open-Ended Questions Open-ended questions are used to obtain general information. Open-ended questions allow customers to explain the details of the problem in their own words. Figure 2 shows some examples of open-ended questions. Closed-Ended Questions Based on the information from the customer, you can proceed with closed-ended questions. Closed-ended questions generally require a "yes" or "no" answer. These questions are intended to get the most relevant information in the shortest time possible. Figure 3 shows some examples of closed-ended questions. The information obtained from the customer should be documented in the work order and in the repair journal. Write down anything that you think may be important for you or another technician. Often, the small details can lead to the solution of a difficult or complicated problem. Verify the obvious issues The second step in the troubleshooting process is to verify the obvious issues. Even though the customer may think that there is a major problem, start with the obvious issues before moving to more complex diagnoses. If the problem is not resolved when you verify the obvious issues, you will need to continue with the troubleshooting process. If you find an obvious issue that fixes the problem, you can go to the last step and close with the customer. These steps are simply a guideline to help you solve problems in an efficient manner. Try quick solutions first The next step in the troubleshooting process is to try quick solutions first. Obvious issues and quick solutions sometimes overlap each other and can be used together to repair the problem. Document each solution that you try. Information about the solutions that you have tried is vital if the problem needs to be escalated to another technician. Figure 1 identifies some common quick solutions. If a quick solution does not resolve the problem, document your results and try the next most likely solution. Continue this process until you have solved the problem or have tried all of the quick solutions. Document the resolution for future reference, as shown in Figure 2 Gather data from the computer The next step in the troubleshooting process is to gather data from the computer, as shown in Figure 1. You have tried all of the quick solutions, but the problem is still not resolved. It is now time to verify the customer's description of the problem by gathering data from the computer. Event Viewer When system, user, or software errors occur on a computer, the Event Viewer is updated with information about the errors. The Event Viewer application shown in Figure 2 records the following information about the problem: • What problem occurred • The date and time of the problem • The severity of the problem • The source of the problem • Event ID number • Which user was logged in when the problem occurred Although this utility lists details about the error, you may still need to research the solution. Device Manager The Device Manager shown in Figure 3 displays all of the devices that are configured on a computer. Any device that the operating system determines to be acting incorrectly will be flagged with an error icon. This type of error is denoted as a yellow circle with an exclamation point ("!"). If a device is disabled, it will be flagged with a red circle and an "X". A yellow question mark "?" indicates that the hardware is not functioning properly because the system does not know what driver to install for the hardware. Beep Codes Each BIOS manufacturer has a unique beep sequence for hardware failures. When troubleshooting, power on the computer and listen. As the system proceeds through the POST, most computers will emit one beep to indicate that the system is booting properly. If there is an error, you may hear multiple beeps. Document the beep code sequence and research the code to determine the specific hardware failure. BIOS Information If the computer boots and stops after the POST, you should investigate the BIOS settings to determine where to find the problem. A device may not be detected or configured properly. Refer to the motherboard manual to make sure that the BIOS settings are accurate. Diagnostic Tools Conduct research to determine what software is available to help diagnose and solve problems. There are many programs available that can help you troubleshoot hardware. Often, manufacturers of system hardware provide diagnostic tools of their own. A hard drive manufacturer, for instance, may provide a tool that can be used to boot the computer and diagnose problems with the hard drive when it will not boot Windows. Evaluate the problem and implement the solution The next step in the troubleshooting process is to evaluate the problem and implement the solution. Evaluate the problem and research possible solutions. Figure 1 lists possible research locations. Divide larger problems into smaller problems that can be analyzed and solved individually. Solutions should be prioritized, starting with the the easiest and fastest to implement. Create a list of possible solutions and implement them one at a time. If you implement a possible solution and it does not work, reverse the solution and try another. Close with the customer After the repairs to the computer have been completed, finish the troubleshooting process by closing with the customer. Communicate the problem and the solution to the customer verbally and in all documentation. Figure 1 shows the steps to be taken when you have finished a repair and are closing with the customer. Verify the solution with the customer. If the customer is available, demonstrate how the solution has corrected the computer problem. Have the customer test the solution and try to reproduce the problem. When the customer can verify that the problem has been resolved, you can complete the documentation for the repair in the work order and in your journal. The documentation should include the following information: • The description of the problem • The steps to resolve the problem • The components used in the repair