Preventative Maintenance by Kerrie Stubblety

Computer Maintenance Cluster

Preventative Maintenance

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Preventative Maintenance ♦ OH&S standards ♦ Manufacturer's requirements ♦ Environmental conditions o Activity 1: Health and safety ♦ Maintenance schedule ♦ Preventative maintenance o Activity 2: Mouse cleaning o Activity 3: Keyboard cleaning o Activity 4: Case cleaning o Activity 5: Monitor cleaning o Activity 6: Physical inspection ♦ Specific maintenance requirements o Activity 7: Preventative maintenance utilities ♦ Warranty ♦ Service Level Agreement o Activity 8: SLA ♦ Hardware protection methods ♦ System protection devices ♦ Protective devices ♦ Requirements when moving hardware ♦ Storage principles for hw and associated peripherals and media o Activity 9: Protective devices ♦ Patch management ♦ windows update o Activity 10: Review the update log ♦ application update ♦ driver update o Activity 11: Updating software ♦ Data backups o Activity 12: Backups ♦ Disposal of Consumables and Computer Equipment o Activity 13: Disposing of equipment o Activity 14: Review questions ♦ Assignment 2: Hardware preventative maintenance ♦ Assignment 3: Internet speed discussion board ♦ Wrap Up

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Preventative Maintenance This section covers basic troubleshooting scenarios and the tools you can use to solve them. In this section you will cover: • • • • • • • • • •

the procedures for dealing with workplace hazards and incident reporting function of an MSDS and identifying correct procedures for handling components appropriate maintenance schedules procedures and use of equipment to clean input and output devices use tools to optimise drive performance know the importance of taking ESD precautions when installing and upgrading computer components use appropriate power devices such as power strips, surge suppressors and UPS identify and apply system updates and driver/firmware updates use procedures and tools to back up user data identify means for disposal and recycling of components and consumables in line with environmental protection legislation

OH&S standards

All employers have a responsibility to make their workplace a safe environment. They should practice a duty of care to make sure that all reasonable measures and practices are undertaken to protect the health and safety of the people in the workplace. It is up to the employer to organize the workplace to ensure that employees are safe and healthy at work. When new computer hardware is introduced into a workplace there are a number of aspects that need to be taken into account:

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•

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equipment should be installed in a suitable place, so that: o persons at work are not exposed to noise in excess of the exposure standard (eg it is a legal responsibility, under the OH&S Act, for an employer to minimise noise in the workplace. In an open workplace screens should be erected to minimise noise and noisy equipment should be separate from work stations, even in another room if the noise level warrants it.) o there is sufficient space allowed for operation and access (eg room to open doors) o there is adequate ventilation and/or heating to ensure that safe operation of the equipment is possible equipment should be correctly installed (eg stable and level on base) ensuring that an adequate power source is available without overloading existing outlets employees should be trained in the safe operation of the equipment regular maintained should be carried out to ensure the equipment remains in a safe state any hazardous materials that are needed to either operate or maintain a piece of equipment need to be stored in a suitable and safe location

Source (graphic): www.comcare.gov.au

Manufacturer's requirements New equipment will usually come with an Owner's Manual or Operating Instructions. Within this documentation will be all the Do's and Don'ts as recommended by the manufacturer. Information will range from environmental recommendations to warnings regarding the safe operation of the equipment. Most manufactures will not honour any warranty or damages claims if you have not followed their recommendations.

Examples of environmental recommendations These extracts are from a variety of computer hardware owners manuals: •

• •

Do not allow the equipment to come into contact with, or become immersed in, water or other liquids. Do not allow liquids to enter the interior. The equipment has not been waterproofed. If the exterior comes into contact with liquids or salt air, wipe it dry with a soft, absorbent cloth. In the event that water or other foreign substances enter the interior, immediately turn the power off and unplug the power cord from the power outlet. Continued use of the equipment may result in fire or electrical shock. Do not block the ventilation openings of the equipment. Do not install in a confined space. Observe the following environmental requirements when you use the equipment: Temperature: 10ºC -‐ 32.5ºC (50ºF -‐ 90.5ºF) Relative humidity: 20-‐80% RH with no condensation

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Install the equipment on a stable stand and floor which can support the weight. Ensure that the stand surface is flat and its area is larger than the bottom area of the equipment. Do not use the equipment in any vehicle or where it may be subject to excessive dust, heat, moisture or vibrations.

Examples of warnings These extracts are from a variety of computer hardware owners manuals: • •

•

• •

Do not touch the metal surface of a USB plug when connecting/disconnecting a USB cable. It may cause electrical shock. Do not handle the power cord if your hands are wet. Handling with wet hands may lead to electrical shock. When unplugging the cord, ensure that you hold the sold portion of the plug. Pulling on the flexible portion of the cord may damage or expose the wire and insulation, creating the potential for fires or electrical shock. Do not place the batteries near a heat source to expose them to direct flame or heat. Neither should you immerse them in water. Such exposure may damage the batteries and lead to the leakage of corrosive liquids, fire, electrical shock, explosion or serious injury. Do not plug too many appliances to the same power socket. Do not damage the power cord. For children's safety, do not leave children alone with the equipment. Do not allow children to climb onto it.

Environmental conditions

We established that manufacturers will identify any special needs associated with their equipment. These conditions will have to be met if you are not going to void your warranty. If there are no special conditions then a general rule of thumb is that if the conditions would be comfortable for a person then they will be fine for a machine. Conditions to be considered include: • • • • • • • • •

temperature ventilation air pollution humidity noise vibration electrical & magnetic interference safety & stability convenience of location

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Temperature

Computers generate a great deal of heat. Modern computers, which can run very fast, generally have a number of internal fans which help to protect the components from over heating. The room in which you site your computer(s) should be cool and the immediate area around the computer should be clear to allow a good circulation of air. Place all equipment away from direct sunlight as this will cause plastic casings to become brittle and crack.

Air pollution

Dirty, dust and grease which is in the air can be the cause of harm to both computers and any peripherals. Dirt from the air can get into the electrical components and can reduce performance, cause overheating and, worst case scenario, total failure of a component. Any moving parts in a device can be contaminated by dirt which could cause more wear and tear than would normally be expected. A good air conditioning system will help to eliminate airborne dirt.

Physical location

Not only should the location of the computer equipment be large enough to allow a good flow of air but should also be large enough to allow maintenance to be carried out in a safe manner. There should be plenty of light and power in the room. To eliminate interference from other equipment the computers should be on their own fuse circuit. Cables should be run in racks around the room and if carpet is present it should be anti-‐static. As people walk around the room they generate static which can be transferred to equipment simply by touching it and this discharge can seriously damage electronic components.

Activity 1: Health and safety Read Module 4/ Unit 3 Preventative Maintenance -‐ Health and Safety • • • • • • • •

Electrical safety High voltage equipment Trip hazards Lifting and manual handling Thermal hazards Laser and high-‐power light sources Moving parts Materials handling

and

View Professor Messer -‐ CompTIA A+ 220-‐701: 6.1 -‐ Managing Safety Hazards video

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Maintenance schedule When you purchase computer equipment normally you receive an Owners Manual or Installation instructions. Within this documentation there will usually be a section where the manufacturer indicates ways in which you can maximise the life of the item. In some cases this information is provided in written or CD format but more usual now is that the manufacturer will have a web site with this information available. This site will also be used as a forum for Frequently Asked Questions (FAQ's) and as a place where updates or known problems can be highlighted. When you install the new piece of equipment the necessary maintenance activities should be noted and a schedule established to ensure that the required task is carried out within the recommended period. The typical information that would be written into the schedule would be: • • • • • • •

location date of purchase where purchased warranty period maintenance period date of next scheduled maintenance problems

This information is typically kept in a spreadsheet or database so that the records can be easily updated, added to and reports generated.

Preventative maintenance

Computer equipment needs maintaining and you should always follow the manufacturers instructions paying particular attention to the recommended cleaning materials that should be used. There are however standard maintenance tasks that should be carried out on a regular basis. Depending on the environment these basic cleaning tasks will be carried out either weekly or once every five to six months. • • • • • • • • •

User who does not smoke and has no pets -‐ Clean the computer every five months. User who does not smoke and has pets -‐ Clean the computer every four months. User who smokes but has no pets -‐ Clean the computer every three months. User who smokes and has pets -‐ Clean the computer every two months. Business with clean office environment -‐ Clean the computers every five months. Business with clean office environment, multiple users use each computer -‐ Clean the computers every three months. Business that is a factory environment -‐ Clean the computers every two months. School computers with young adult users -‐ Clean the computers every three months. School computers with pre-‐teen users -‐ Clean the computers every month. In some cases this may need to be weekly or daily.

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Mouse

If you find your mouse is not responding as it should it might benefit from being cleaned. You should clean your mouse on a regular basis whether it is playing up or not. •

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optical and mechanical (ball) mouse o use a cloth moistened with isopropyl alcohol or warm water and rub the surface of the mouse and each of its buttons o vacuum or shake the mouse mat free of dust and debris mechanical (ball) mouse -‐ not many of these in existence these days but just in case you come across one: o remove the back cover of the mouse, generally by twisting counter-‐ clockwise o remove the mouse ball o clean loose debris from the interior of the mouse with a blower bulb or can of compressed air o moisten a cotton swab with isopropyl (rubbing) alcohol and clean each roller to remove any lint build up o clean the mouse ball with compressed air or a blower bulb o replace the mouse ball and cover plate

Activity 2: Mouse cleaning Clean your own mouse and mouse mat. Even an optical mouse can be wiped over to ensure it is not covered in dust and dirt.

Keyboard Every time you touch a keyboard you leave behind some oil from your skin. Dust and debris, including skin particles, stick to the oil and drop between the keys. This build up of dirt, dust and hair can cause the keyboard to not function properly as well as being unhygienic, particularly if many people use the one machine. A simple way to remove all the debris is to turn the keyboard upside down and give it a good shake and a smack. Compressed air is a more effective method. Aim the air between the keys and blow away all of the dust and dirt that has gathered. With the computer turned off spray a little disinfectant onto a cloth or damp a cloth with alcohol and rub each of the keys on the keyboard. Never spray any type of liquid onto the keyboard.

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Activity 3: Keyboard cleaning Clean your own keyboard

Before After

Casing

The plastic case that houses the PC components can be cleaned with a lint free cloth that has been slightly dampened with water. For stubborn stains, add a little household detergent to the cloth. It is recommended that you never use a solvent cleaner on plastics. We have already mentioned that it is very important to keep your computer cool. If you look at your computer casing you will see that there are lots of vents to allow air circulation. Make sure that you regularly dust your computer casing so that dust is not sucked inside the machine. Make sure all vents and air holes are hair and lint free by rubbing a cloth over the holes and vents. It is also helpful to take a vacuum around each of the hole, vents, and crevices on the computer. It is safe to use a standard vacuum when cleaning the outside vents of a computer.

Activity 4: Casing cleaning Clean your own computer casing. Before After

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Monitor

Dirt, dust and fingerprints can cause the computer screen to be difficult to read. The monitor screen can be cleaned with a specialised cleaner or a damp microfibre type cloth. Be sure to remove power from the monitor and spray the cleaner onto a lint free cloth so the fluid doesn't leak into the electrical components inside the monitor. Vacuum off any dust that has settled on top of the monitor, and make sure no books or papers have been placed on the air vents. Obstructed monitor vents can cause the monitor to overheat or even catch on fire.

Activity 5: Monitor cleaning Clean your own monitor.

Activity 6: Physical inspections Read Module 4/ Unit 4 Physical Inspections • General preventative maintenance issues • General cleaning issues • Input device cleaning issues • Laptop maintenance issues and

View Professor Messer -‐ CompTIA A+ 220-‐701: 2.5 Preventative Maintenance parts 1 and 2 video

Specific maintenance requirements

Preventative maintenance will extend the life of a piece of computer equipment and help to ensure that the performance level is always at its best. Accurate records should be maintained to track the life of an individual hardware item. This information can be used to schedule on-‐going maintenance, track any recurring problem and be used to help in future purchasing decisions. There are many maintenance tasks that you can do in order to keep your PC in top working condition, but some main tasks should be: • •

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Scan for Viruses (covered in Viruses section) Backup: Backup your PC, preferably everyday if your data is important and it changes regularly. Plus, ensure that you store your backup media (i.e. tapes, CDs, DVD's, etc) in a secure location Disk cleanup: Rids your system of unwanted files. Complete about once a month

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Defragment: Run the defragmenter program every 1 to 2 months if you have a system running an older operating system. Modern operating systems run this is a background task thus eliminating the need to run it manually. Use help if you wish to find out how to run this task manually. Window updates: Latest patches and enhancements can be downloaded and applied to your operating system and other software UPS: Purchase a UPS or a surge protector, to protect your PC from power surges

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Activity 7: Preventative maintenance utilities Read Module 4/ Unit 4 • • • • •

Maintaining and Optimizing Drives CHKDSK Disk defragmenter Disk cleanup Startup Programs

Do some more research on MSCONFIG. Write a set of steps on how to use this to manage and possibly remove some of the programs that are automatically running on startup. Post your set of steps to Optimising startup wiki.

Warranty The warranty conditions and the length that the warranty applies will differ for each piece of equipment. You are legally entitled to a refund, exchange or repair if within the warranty period the item: • • • •

is defective does not do what you were informed it would is not the same as a sample or example you were shown is not how it is described in an advertisement

You however have certain responsibilities when you purchase an item, and a business does not have to give a refund if: • • • •

you haven't retained proof of purchase you change your mind it has been damaged since you purchased the item you bought it knowing about a fault or defect

Many companies offer extended warranties, this is a maintenance contract that you enter into, with the company that sold you the item or the manufacturer. On offer could be: • •

on-‐site maintenance with parts and labour included return-‐to-‐base, where parts and labour is included

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return-‐to-‐base where only the cost of parts is included

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Service Level Agreement - SLA A service-‐level agreement (SLA) is a part of a service contract where the level of service is formally defined. In practice, the term SLA is sometimes used to refer to the contracted delivery time (of the service) or performance. As an example, internet service providers will commonly include service level agreements within the terms of their contracts with customers to define the level(s) of service being sold in plain language terms. In this case the SLA will typically have a technical definition in terms of mean time between failures (MTBF), mean time to repair or mean time to recovery (MTTR); various data rates; throughput; jitter; or similar measurable details. Source: http://en.wikipedia.org/wiki/Service-‐level_agreement An SLA is often negotiated between management and the support team. This support team may be internal or external. The help desk and team providing the support need to be fully aware of the conditions within the SLA so that they can advise clients on how and when their problem will be fix. For example IT equipment may be under warranty and it may be a part of the SLA that the support team deal with the products manufacturer to have a piece of equipment fixed under warranty. They will then liaise with the client to ensure that this is done with the least amount of disruption. This may include having loan computers in stock whilst a clients computer is returned to the manufacturer for repair.

Activity 8: SLA Review the following sample SLA template. Have a look at some SLA agreements: • • •

AT&T Broadband -‐ Business Edition Service Level Agreements Appendix B: Sample SLA Service Level Agreements PDF

Hardware protection methods

System protection devices

Threats to the system can be from a number of different areas. Natural disasters can pose a physical threat to a company's computer system (eg flood, fire and earthquake). These threats are to a certain extent outside of human control. The location of a company's computer system can be chosen with the likelihood of this type of threat in mind but it is not possible to control nature and all a company can do is choose the location carefully and take out insurance against these 'Acts of Nature'. There are threats against the hardware components that are deliberate (eg theft or vandalism) or threats that attack the software elements of the system (eg virus attack).

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The protection required to safeguard against this type of threat is more able to be controlled. Physical security can be installed (eg guards, fences, locked doors) to protect the physical safety of the equipment.

Protective devices

There are many devices which can be used to protect your computer equipment including: • •

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line filters: remove small scale variations in the electrical power. uninterruptible power supply (UPS): this system will not necessarily keep your system running indefinitely but will allow an orderly shut down. The amount of time that the UPS will operate is directly related to the size of the battery or generator installed. surge protectors: prevent large fluctuations in power.

Requirements when moving hardware When moving any equipment you must ensure that equipment is adequately protected. You would be well advised to read the Owner's Manual before attempting the move so that you can comply with manufacturers requirements. It is quite common for some internal parts to be 'locked' into position and then 'unlocked' when the move is complete to protect delicate mechanisms.

Storage principles for hardware and associated peripherals and media

Procedures need to be put into place to ensure that both equipment and information is stored in an appropriate way. Hardware spares and consumables like toner and paper need to be stored in a suitable cupboard that allows free access without being too high so that users can get at items using correct lifting techniques. Some peripheral devices (eg printers, scanners) often require potentially hazardous chemical for both their operation and maintenance, these must be stored in a safe location. It is equally important that any cleaning or refilling of equipment is carried out by staff that have been properly trained. Information needs to be stored so that in the event of either a hardware or software problem data is not lost. The backup procedure needs to be comprehensive and the storage of the backup media itself should keep the data safe from both physical damage and degradation of the media. Media needs to be stored in an area which maintains a constant temperature and away from direct sunlight. If the media contains backups then a fireproof cupboard or container should be considered. The loss of backup media can cause serious loss to a company and a copy of any backups should be stored off-‐site as an added precaution.

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Activity 9: Protective devices Read Module 4/ Unit 4 Preventative maintenance -‐ Environment • • • • •

Environment Static electricity and ESD RFI/EMI Power problems UPS

Patch management

Software updates and fixes are often released in the format of a patch that is applied to fix a problem. Some software applications will only run on Operating Systems that have had patches applied.

windows update

Microsoft Windows has a Windows Update feature that will check your system and list any updates that have been released that should be applied to your system. The WindowsUpdate.txt log records update activity. If an update fails you can check the log for the error code. You can then use this error code to look up the Microsoft Knowledge Base in

order to find a solution to the install problem. The following article steps you through finding the windows update log: How to View Windows Update History Details in Windows 7

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Activity 10: Review the update log Read Module 4/ Unit 4 Preventative maintenance -‐ Patch management • • •

Windows update Automatic updates Key features of service packs

Access the WindowsUpdate log on your PC. If you are using another operating system use the help system within it to find out how to view updates. Check for any past updates that have failed. Write down the error code and use the Knowledge Base to see if there are any known issues with the software or hardware that you were trying to install.

application updates Software applications may require updating. Reputable software companies will release patches or updates for software if they find that a problem exists. One of the most important pieces of software that all technology users need ensure is always up-‐ to-‐date is their anti-‐virus software.

driver updates Windows OS is shipped with a number of core drivers so many devices that you install will not require the use of any software as the drivers will be already available. Updates to these drivers are released by Windows quite often and can be installed using the Windows Update facility. You can also download the latest driver updates from the manufacturers website. To do this visit the manufacturers website and download the driver. The use Device Manager to install the new driver by right clicking on the device and choosing Update Driver Software...

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Activity 11: Updating software Read Module 4/ Unit 4 Preventative maintenance -‐ Patch management • • •

Application updates Driver updates BIOS upgrades

Data Backups A user or a business that uses technology should have original copies of the software that is installed on their machine. If a failure occurs software can be reinstalled from this media. However if a failure occurs it is not possible to get back all the data that has been created using this software unless a backup of it has been taken. Data loss can cause serious financial problems for any business so a backup plan is vital.

types of backups

There are three main types of backups: full, incremental and differential. The operating system uses the file attribute archive to see whether a file needs to be backed up. When a file is created the archive attribute is switched on. Type Data Selections Backup/Restore Time Archive Attribute Full As the name implies High/low (one media set) Upon completing a this backups all full backup the selected files and archive attribute of all files is set to off folders. (or cleared) Incremental This type of backup Low/high (multiple media The archive bit is will backup all files sets) set to off (or that are new or have cleared) been modified since the last backup Differential All data modified Moderate/moderate(not The archive bit is since the last full not cleared so it is more than 2 sets) backup still set to archive. Source: Module 4 Unit 3 CompTIA A+ Certification Essentials Support Skills Since a full backup takes a long time it is typical for a full backup to be only done at the end of each week. At the end of each day the organisation will decide to backup data using either an incremental or differential backup. The difference between the two is that the incremental takes a shorter period of time each day to complete as it is only backing up new or changed files for that day. The differential will back up new or changed files from that day and any previous days back to when the full back up was completed as it does not clear the archive bit so it backs up files that we backed up previously. You may think this is a waste of time but when it comes to restoring data from a backup it is faster. Let's look at a scenario.

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Day Friday afternoon Monday afternoon Tuesday afternoon Wednesday afternoon Thursday mid-‐day system crash

Scenario 1 Full backup Incremental backup Incremental backup Incremental backup

Scenario 2 Full backup Differential backup Differential backup Differential backup

No backup completed yet as it is completed after 6pm

To restore the system in scenario 1 you would have to install the full backup plus the 3 incremental backups. All data from Thursday morning is lost due to no backup completed until later that day. To restore the system in scenario 1 you would install the full backup plus the Wednesday differential backup. This is because this backup contains all files that have been altered or are new since the last full backup.

backup utilities The Windows OS has a backup utility as a part of the operating system software.

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Activity 12: Backups Read Module 4/ Unit 4 Preventative maintenance -‐ Data Backups • • • • •

Data backups Backup types Media type rotation Drive imaging Restoring data and verifying backups

Read How to Backup and Restore in Windows 7 -‐ [URL-‐ http://www.howtogeek.com/howto/1838/using-‐backup-‐and-‐restore-‐in-‐ windows-‐7/] Create a backup of your music files on your computer. If you do not have any music files make a backup of some other important data on your computer.

Disposal of Consumable and Computer Equipment Computers, peripherals and the consumables they use and those that are required for cleaning and maintenance contain many dangerous substances. Disposal of these should adhere to any government regulations to ensure the safety of people and the environment.

Activity 13: Disposing of equipment Read Module 4/ Unit 4 Preventative maintenance -‐ Disposal of Consumable and Computer Equipment • • • •

Batteries Toner kits and cartridges Computers Chemical Solvents and Cans

Activity 14: Review Questions Complete the review questions at the end of Module 4 Unit 4 Preventative maintenance Click on the Troubleshooting Scenarios quiz and complete the answers to the questions. This is not assessment but will gauge your understanding of this section.

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Assessment & Wrap up Assignment 2: Hardware preventative maintenance

Assignment 2 instructions and marking guide are located under the Assessment link. Please ensure you follow the instructions and submit to the Assignment 2 Hardware preventative maintenance assignment link once completed.

Assignment 3: Internet speed discussion board Assignment 3 instructions and marking guide are located under the Assessment link. Please ensure you follow the instructions and submit to the Assignment 3 Internet speed discussion board link once completed. These are the key concepts you covered in this section: • • • • • • • • • •

Where to now You are now ready to move onto the next section.

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