JAMIE MILLER

BNED ICT Yr 2

UNIT 12 P1

Tools and techniques for Technical support

System Information is accessed through the start menu. It can be found through the accessories/system tools from the program menu.

What to look at

I/O

What it tells you This is a list of all attached input/output devices and addon cards

Interrupt Requests. Status updates of them and if there is a problem. IRQs

Memory

Make a note of how much memory you have.

Why you need to know This not only gives you a list of what is attached or being used internally and externally but also if they are working ok or not. This is shown under the Status Interrupt Requests let the processor know when there is some processing to do. Depending on the input of what needs processing depends on what IRQ channel is used. This is useful as it tell you if there are any conflicts. This can play a big role is how often your computer will crash. The more ram genuinely, the less chance it will crash.

JAMIE MILLER

BNED ICT Yr 2

UNIT 12 P1

Audio Codec

The files in charge of decoding audio from audio and video files

The files in charge of decoding video from video files. Video Codec

The measurement of what the computer reads the screen resolution at.

Display Resolution

Storage

To information regarding the hard drive itself and data contained on hard drive.

Tell you if the system picked up any problems. Problem Devices

Startup Programs - Msconfig

This isnt in the System Information tool. In fact if you want to get to this you have to click start-run and type Msconfig. This is now the startup program tool.

This screen will let you know if there is anything wrong with any audio codec which may be responsible for you not being able to get sound from certain files. This screen will let you know if there is anything wrong with any video codec which may be responsible for you not being able to get video from certain files. There is always an optimal resolution, usually when a screen is not on its optimal resolution the picture can look strange. Found out if the resolution stated in the system information is the same as you optimum resolution, otherwise set the resolution to that through the properties when you right-click the desktop (Personalize in windows Vista and 7) Look at the space available. If this gets too low then you may completely run out of space and into other problems. Occasionally delete things you do not need. Sometimes a computer can find a device problem even if it appears to be functioning correctly. This is handy as sometime some problems can be overlooked. You can get a brief view of what is loaded at computer start up from system information. Although if you bring up Msconfig then you will be able to deactive unnecessary things from loading at windows startup. Thus, speeding up computer use and start-up.

JAMIE MILLER

BNED ICT Yr 2

UNIT 12 P1

Event viewer is accessed from control-panel\administrative-tools\event-viewer.

This shows a log of actions taken on the system. Whether the action was taken by yourself or automatically by the system it will be shown here. The log is split into 3 parts, application, security and system. Application shows actions taken by programs running on your computer. Security logs any action taken by the system to update, investigate, or utilise any features to do with security, like firewalls and anti-viruses of the like. Lastly, system, is anything associated to the system specifically.

POST (Power-on system test)

The POST will check the devices and components connected to the computer and make sure that can respond to commands. The BIOS (Basic input and output system) is loaded which configures the cpu and a memory (RAM) check is put in place to place sure the amount of memory is working and being counted correctly. This particular test can be turned off. Any overclocked settings and boot

JAMIE MILLER

BNED ICT Yr 2

UNIT 12 P1

settings are loaded. Computer system beeps to indicate start-up is ok, if there is more than one beep there is a problem. A manual will indicate how many beeps mean what problem.

System changes System changes can be made from the windows control panel.

Display, keyboard, internet and region & language options are all available from the control panel. The control panel can be accessed from the Start menu Control panel.

Any of these settings can be double clicked to change them. An example of what can be changed on each is in the following: Display Resolution, background wallpaper and such Keyboard Keyboard layout, typing blinker rate, sticky keys Internet options Proxy, Homepage, clear history/cookies etc Region and language Keyboard language, area you live in (time zone) for the clock.

JAMIE MILLER Techniques to find faults

BNED ICT Yr 2

UNIT 12 P1

Questioning is to allow the technician to quickly get a good idea of the computer problem or type of help needed he will have to be able to understand your non-technical talk about the problem. Keeping to the conversation on topic will help to quickly solve the problem by allowing the technician to concentrate You can use internet calling, telnet, remote desktop connection, email, VoIP, and telephones to remotely access or help from afar. A history of faults is recorded into a fault log, and how they were solved. This will aid technicians as they may be able to solve problems using previous fault logs, or even learn from their, or others, mistakes.