LECTURE NOTES

On

Computer Maintenance and Troubleshooting

By

Robert Keter

Table of Contents

1. Basic Computer Technical Knowledge

1.1. Introduction
 1.2. How a Computer Works
1.3. Hardware
1.4. Software
1.5. Assignments/Activities
2. Computer Maintenance
2.1. Why Maintain?
2.2. Updating Software
2.3. Virus and Malware Prevention and Removal
2.4. Computer Hardware Maintenance
2.5. Peripheral Hardware Use and Maintenance
2.6. Assignments/Activities
3. Setting Up or Customizing a Computer
3.1. When a Computer Arrives
3.2. Partitioning a Hard Drive
3.3. Installing Operating Systems
3.4. Installing and Uninstalling Other Software
3.5. Setting Up User Accounts
3.6. Assignments/Activities
4. Computer Troubleshooting and Repair Basics
4.1. Improving Slow Performance
4.2. Stepwise guides for Common Problems
4.3. Understanding Error Messages
4.4. How to Search for Information
4.5. How to Distinguish a Software Issue from a Hardware Issue
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 4.6. Fixing Software Problems
4.7. Fixing Hardware Problems
4.8. Troubleshooting and Repairing Printers
4.9. Managing E-Waste
4.10. Assignment/Activities
5. Overall Assignments/Activities
6. List of Internet Resources
7. Bibliography

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1. Basic Computer Technical Knowledge
1.1 . Definition
What is a computer?
A computer is a machine or device that performs processes, calculations and operations based on instructions provided by a software or hardware
program. It is designed to execute applications and provides a variety of solutions by combining integrated hardware and software components.
A computer is a programmable machine.
The two principal characteristics of a computer are: It responds to a specific set of instructions in a welldefined manner and it can execute a pre
recorded list of instructions (a program).
A computer is made up of multiple parts and components that facilitate user functionality.
A computer has two primary categories:12
• Hardware: Physical structure that houses a computer's processor, memory, storage, communication ports and peripheral devices.
• Software: Includes operating system (OS) and software applications.
A computer works with software programs that are sent to its underlying hardware architecture for reading, interpretation and execution.
Modern Computers Defined
Modern computers are electronic and digital. The actual machinery — wires, transistors, and circuits — is called hardware; the instructions and
data are called software.

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 All general-purpose computers require the following hardware components:
Memory: enables a computer to store, at least temporarily, data and programs.
Mass storage device: allows a computer to permanently retain large amounts of data. Common mass storage devices include solid state drives
(SSDs) or disk drives and tape drives.
Input device: usually a keyboard and mouse, the input device is the conduit through which data and instructions enter a computer.
Output device: a display screen, printer, or other device that lets you see what the computer has accomplished.
Central processing unit (CPU): the heart of the computer, this is the component that actually executes instructions.
In addition to these components, many others make it possible for the basic components to work together efficiently. For example, every
computer requires a bus that transmits data from one part of the computer to another.
1.2. How a Computer works:
A computer is a fabulous instrument that turns human inputs into electronic information that it then can store or share/distribute through
various output devices. A computer performs (if instructed to do so) the steps shown in the diagram below, using information that a user
provides (such as a typed sentence):

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 Input Processing Storage
Via keyboard, mouse The information is digitized, The information is
or microphone becoming a simple code that stored as a part of the
the computer can store computer’s memory

Output Further Processing

Information is shared via If instructed to do so, the
monitor, printer, speakers or information is edited or enhanced
projector with input from the user

All of the equipment (hardware) and the instructions (software) needed to complete the above steps are described in the next section.

Amazingly, the information that the user inputs into a computer is processed so that it becomes a simple code made up of only two digits:
zero and one! For all its complexity, a computer is only able to handle these two choices. This is because it is based on electrical signals
that have only two options (such as either on or off). But computers compensate for this very simple code by using it in huge quantities.
A single unit of this zero/one code is called a bit. Grouping 8 bits together makes a unit of information called a byte. Typing a single
page of typed text on a computer requires a minimum of about 20 kilobytes (20 KB or 20,000 bytes) of information to be stored. Good
quality digital photographs are usually 1 megabyte (1 MB or 1,000,000 bytes) or larger. So a computer is a very ―busy‖ machine
indeed!

1.1. Hardware Components

1.1.1. Basic Hardware Components
Hardware is the physical equipment needed for a computer to function properly. The basic hardware parts are briefly described here.
Many computer lab managers will already have been exposed to computer hardware through other courses, but those desiring additional
information can find it in a variety of texts and online sources. A desktop computer is used in the photos, but all of this equipment is also
found (in a more compact arrangement) in a laptop computer. Case. The computer case (also called a tower or housing) is the box that
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 encloses many of the parts shown below. It has attachment points, slots and screws that allow these parts to be fitted onto the case. The
case is also sometimes called the CPU, since it houses the CPU (central processing unit or processor), but this designation can lead to
confusion. Please see the description of the processor, below.
Power Supply. The power supply is used to connect all of the parts of the computer described below to electrical power. It is
usually is found at the back of the computer case. Fan. A fan is needed to disperse the significant amount of heat that is generated by
the electrically powered parts in a computer. It is important for preventing overheating of the various electronic components. Some
computers will also have a heat sink (a piece of fluted metal) located near the processor to absorb heat from the processor.

Motherboard. The motherboard is a large electronic board that is used to connect the power supply to various other electronic parts,
and to hold these parts in place on the computer.
The computer’s memory (RAM, described below) and processor are attached to the motherboard. Also found on the motherboard is
the BIOS (Basic Input and Output System) chip that is responsible for some fundamental operations of the computer, such as linking
hardware and software. The motherboard also contains a small battery (that looks like a watch battery) and the chips that work with
it to store the system time and some other computer settings.
Drives. A computer’s drives are the devices used for long term storage of information. The main storage area for a computer is its
internal hard drive (also called a hard disk). The computer should also have disk drives for some sort of removable storage media.
A floppy disk drive was very common until recent years, and is still found on many older desk top computers. It was replaced by
CD-ROM and DVD drives, which have higher storage capacities. The current standard is a DVD-RW drive, which can both read
and write information using both CD and DVD disks. The USB ports (described later) on a computer can also be used to connect
other storage devices such as flash drives and external hard drives.

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 Power Supply

Drives

Fan Housing. The

processor is
underneath on
the motherboard.

RAM

Cards

Figure 1 - Inside a Desktop Computer Case

Cards. This term is used to describe important tools that allow your computer to connect and communicate with various input and
output devices. The term ―card‖ is used because these items are relatively flat in order to fit into the slots provided in the computer
case. A computer will probably have a sound card, a video card, a network card and a modem. RAM. RAM is the abbreviation for

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 random access memory. This is the short term memory that is used to store documents while they are being processed. The amount
of RAM in a computer is one of the factors that affect the speed of a computer. RAM attaches to the motherboard via some specific
slots. It is important to have the right type of RAM for a specific computer, as RAM has changed over the years.

Processor. The processor is the main ―brain‖ of a computer system. It performs all of the instructions and calculations that are
needed and manages the flow of information through a computer. It is also called the CPU (central processing unit), although this
term can also be used to describe a computer case along with all of the hardware found inside it. Another name for the processor is a
computer ―chip‖ although this term can refer to other lesser processors (such as the BIOS). Processors are continually evolving and
becoming faster and more powerful. The speed of a processor is measured in megahertz (MHz) or gigahertz (GHz). An older
computer might have a processor with a speed of 1000 MHz (equivalent to 1 GHz) or lower, but processors with speeds of over 2
GHz are now common. One processor company, Intel, made a popular series of processors called Pentium. Many reconditioned
computers contain Pentium II, Pentium III and Pentium 4 processors, with Pentium 4 being the fastest of these.
Peripheral hardware. Peripheral hardware is the name for the computer components that are not found within the computer case.
This includes input devices such as a mouse, microphone and keyboard, which carry information from the computer user to the
processor, and output devices such as a monitor, printer and speakers, which display or transmit information from the computer
back to the user.
1.1.2. Computer Ports
The peripheral hardware mentioned above must attach to the computer so that it can transmit information from the user to the computer
(or vice versa). There are a variety of ports present on a computer for these attachments. These ports have gradually changed over time
as computers have changed to become faster and easier to work with. Ports also vary with the type of equipment that connects to the
ports. A computer lab manager should become familiar with the most common ports (and their uses), as described below.
Serial Port. This port for use with 9 pin connectors is no longer commonly used, but is found on many older computers. It was used for
printers, mice, modems and a variety of other digital devices.

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 Parallel Port. This long and slender port is also
no longer commonly used, but was the most
common way of attaching a printer to a
computer until the introduction of USB ports
(see below). The most common parallel port
has holes for 25 pins, but other models were
also manufactured.
VGA. The Video Graphics Array port is found
on most computers today and is used to
connect video display devices such as monitors
and projectors. It has three rows of holes, for a
15 pin connector.
PS/2. Until recently, this type of port was
commonly used to connect keyboards and
mice to computers. Most desktop computers
have two of these round ports for six pin
connectors, one for the mouse and one for the
keyboard.

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 Serial Port (left)
Parallel Port (right)

PS/2 Ports

USB Ports

VGA Port
TRS (mini-jack)
Ports
Phone/Modem Jacks (top)
Ethernet Port (bottom)

USB Ports

Figure 2 - Back of Desktop Computer Showing Ports

USB. The Universal Serial Bus is now
the most common type of port on a
computer. It was developed in the late
1990s as a way to replace the variety of
ports described above. It can be used
to connect mice, keyboards, printers,
and external storage devices such as
DVD-RW drives and flash drives. It
has gone through three different
models (USB 1.0, USB 2.0 and USB
3.0), with USB 3.0 being the fastest at
sending and receiving information.
Older USB devices can be used in
newer model USB ports.

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 TRS. TRS (tip, ring and sleeve) ports
are also known as ports for mini-jacks
or audio jacks. They are commonly
used to connect audio devices such as
headphones and microphones to
computers.
Ethernet. This port, which looks like
a slightly wider version of a port for a
phone jack, is used to network
computers via category 5 (CAT5)
network cable. Although many
computers now connect wirelessly, this
port is still the standard for wired
networked computers. Some
computers also have the narrower port
for an actual phone jack. These are
used for modem connections over
telephone lines.
1.2. Software
1.2.1. Software Types and Categories
A computer software is the
term used for the instructions that
have been programmed to allow a
computer to process information.
Software comes in three main
categories, described below:

Operating Systems. These are the

basic software programs that are
needed to for a computer to work.

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 They give a computer the basic
information needed for it to process
and store information. Currently all
common operating systems are also
graphical user interfaces (GUIs) which
means they use graphics to help the
user to easily input instructions, and
open other programs. The most
common operating systems (OS) are
the Windows family of operating
systems, from Microsoft. A computer
lab manager is likely to encounter
Windows 2000, Windows XP,
Windows Vista and Windows 7 (the
most recent Microsoft OS) in a
computer lab. Other operating systems
are described in the next section.

Utility Software. This is a broad

category of programs that allow a
computer to perform tasks that aren’t a
part of the operating system, but are
still practical and useful. For example,
a utility might instruct a computer on
how to copy (burn) information to a
CD-ROM disk, or it might be an anti-
virus program .

Productivity Software. This is one

term used to describe the type of

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 software used to perform standard
office computer tasks. Word
processing, presentation, spreadsheet
and database software are all common
examples of productivity programs.
The most common set of productivity
programs is Microsoft Office, offered
by the Microsoft Corporation.

1.2.2. Proprietary Software vs. Open

Source Software
The Microsoft operating system and
productivity software packages
mentioned above are very common and
used around the world in business and
education. The Apple Corporation also
has very popular and successful
operating systems used for their
Macintosh computers. Despite the
success of these software products,
they aren’t the best choices for
everyone. They are proprietary, which
means that their use and modification
are restricted. They can be quite costly
to buy licenses for, and they are not
adaptable to meet local needs. Some
users, particularly in developing
countries, illegally use unlicensed (also
known as pirate) copies of this
software. This is legally unwise, and

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 can also keep the user from accessing
important software updates.

Users who cannot afford proprietary

software or prefer software that can be
locally modified, can choose to use
open source (often called free and open
source or FOSS) software. For most of
the standard computer uses, an open
source software option is available.
This includes the Linux family of
operating systems (which includes
Ubuntu, a common operating system in
African countries) and the
OpenOffice.org productivity programs.
The Source Forge website
(www.sourceforge.net) is a good
resource for finding and downloading
open source programs. While open
source software often does not come
with professional support available,
there are user groups found on the
Internet who can offer assistance to
puzzled users. This training module
does describe how to perform some
tasks using the Ubuntu operating
system, but does not provide thorough
coverage. Further assistance with
Ubuntu is available through the
website: http://help.ubuntu.com.

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 When first setting up a computer lab,
the steering committee for a computer
project should discuss the benefits of
both proprietary and open source
software and make an informed and
intentional choice on which way to go.
The computer lab manager should then
make sure that he or she is aware of all
policies related to software choices.

It is possible that a computer project

will choose to use proprietary software
for some purposes and open source
software for others. For example, a
project might be able to obtain used
computers that have a Windows
operating system legally installed (such
as through a Microsoft Authorized
Refurbisher) but these computers do
not include other Microsoft programs.
In this case the organization might
choose to continue to run Windows on
its computers, but choose open source
options for all utility and productivity
software.

1.3. Assignments/Activities
Please Note: Throughout this module
there are assignments that require a

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 learner to have access to computers
and the Internet. Students who are not
already working as computer lab
managers may find performing these
assignments to be difficult. These
learners are encouraged to consult with
the staff of a local computer project or
Internet café to gain access to
equipment and the Internet. It is even
possible that short term internships
could be arranged that would be
beneficial to both the learner and the
computer project.

1.3.1. Study the exterior of a particular

computer. See if you can identify
the power supply, the drives, and
all of the ports described in this
chapter.
1.3.2. Find a broken or disused desktop
computer. Figure out how to open
up the case. Identify all of the
hardware components that have
been described in this chapter.
1.3.3. What type of software is used on
the computer you use most
frequently? Identify the operating
system, the productivity software,
the Internet browser and the anti-
virus software. For each of these

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 also state whether they are
proprietary or open source. If you
are having trouble finding out
information about some of your
programs, here are some tips: To
find out about your computer’s
operating system, right click on the
Computer or My Computer icon
from your desktop or Start menu.
Choose Properties. To find out
about a productivity program, open
that program and then find a menu
that includes the word ―About‖.
To find the About screen in
Microsoft Office 2007, click on the
Microsoft Office Button, then click
on Options  Resources  About.
1.3.4. How much RAM does the
computer you use most frequently
have? Also how fast is the
processor on this computer? To
find this information, right click on
the Computer or My Computer icon
from your desktop or Start menu.
Choose Properties.
1.3.5. Have a discussion with a
manager of a local computer lab
about computer operating systems.
What operating systems are being
used in that computer lab and why?

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 What factors went into the decision
to choose an operating system?
1.3.6. Workshop Activity: In a group,
observe the exterior of computer.
How many ports and hardware
devices can your group identify?
Ask the instructor for assistance
with any items that cannot be
identified.
1.3.7. Workshop Activity: In a group,
open up the case of a computer.
Identify all of the hardware
components that have been
described in this chapter.
1.3.8. Workshop Activity: Participate
in a group discussion or a debate on
the advantages and disadvantages
of using open source software.
1.3.9. Workshop Activity: Experiment
with an operating system that you
are not familiar with. See if you
can figure out how to change the
background, open and close
windows, open and close programs,
and perform any other computer
tasks that you frequently perform
with other operating systems.

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 2. Computer Maintenance
2.1. Why Maintain?
Think of a computer as being like a human
body. We are advised to perform certain
tasks to keep our body in good shape.
These maintenance tasks such as eating
well, avoiding some harmful activities and
getting exercise keep our body in good
condition. If we don’t maintain our
bodies, we might end up in the hospital
with problems that result from the abuse
such as high blood pressure from eating
too much salt, obesity from not exercising
or lung problems from smoking.
Similarly, if we allow our computers to
intake harmful materials (such as dust) and
programs (such as viruses) and we don’t
keep our software in good condition
(updated) then the computer may also end
up with significant problems that are then
harder to deal with. Proper maintenance of
a computer, on the other hand, can keep it
running smoothly for years and years.
Some of the different categories of
computer maintenance are described
below.

2.2. Updating Software

Software programmers gradually develop
updates for their software packages as they

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 discover problems with the software and
design tools to address or fix these
problems. This can be true for any of the
types of software described in section 2.3,
but is typically most common and
important for operating systems. It is
important for a computer user to find and
install software updates in order to have
well performing computers. Updating
software can be done in a variety of ways,
described below.
• Automatic Updates. If a
computer is on a reasonably
fast Internet connection, the
easiest way to keep it up to date
is to allow the programs to
automatically check for updates
and download and install them
as needed. When setting up a
new computer with Microsoft
Windows, this is the choice that
the software recommends. It
does not require any action on
the part of the user, and results
in a computer system that is
current. To turn on automatic
updates for a Windows
operating system, find the
Systems and Maintenance
options in the Control Panel.

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 • Automatic Alerts for
Updates. If a computer is
connected to the Internet, but
the connection is slow at some
times of the day, another option
is to have the computer
automatically check for updates
but not download or install
them until the user elects to do
so. For Microsoft Windows
computers, if this option is
selected, an alert appears in the
computer’s system tray stating
that there are updates waiting,
and then the user can wait until
the Internet is faster to install
these updates.
• Manual Updating. A
computer user can also turn off
all automatic update checking
and choose to manually check
for updates. For a computer
that is rarely connected to the
Internet, this would be a good
option as long as the user
remembered to check when
connecting to the Internet.
Also some programs do not
have automatic update options,
and can only be updated in this

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 manner. A program usually has
a menu item titled
―check for updates‖ that a user
can click on when connected to
the Internet.
• Offline Updating. If a
computer is in a location that
never has access to the Internet,
a computer lab manager will
need to download updates from
a computer that is connected to
the Internet and then transfer
them (via a disk or flash drive)
to the computer in question to
be installed. This option is also
useful if a computer lab has
several computers that all need
the same update. Instead of
having each computer
download the update separately,
one computer could download
the update and then it could be
shared amongst all of the
computers. Offline updates for
operating systems can easily be
found through Internet
searches. Updates to download
for Windows computers can
also be found through

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 www.microsoft.com/downloads
.

2.3. Virus and Malware Prevention and

Removal
Viruses, spyware and other malicious
programs can all be referred to together
as malware. Malware prevention is a
significant maintenance task for a
computer lab manager. Without
vigilance, a computer lab will quickly
become prey to malware. It will spread
from machine to machine causing the
computers to slow down, work
improperly or possibly even stop
working altogether. The computer lab
manager needs to make sure that all of
the computers have antivirus software
installed, and that this software is set
up so that it regularly updates its virus
databases and scans the computers.
The tip box here gives more details on
how to do this.

The computer lab manager also needs

to have strict policies in place to
prevent virus infection. Since viruses
are easily spread by the use of flash
drives, the policy could prohibit the use
of flash drives, or require them to be

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 scanned by a staff member before use.
Another policy to consider is the
prohibition of downloading, since
unsuspecting users can accidentally
download malware. A firewall that
blocks dangerous download can also be
useful.
Tips for Using Anti-Virus Software
1. You can get very good
antivirus protection using the
free edition of AVG, available
online at http://free.avg.com.
No anti-virus software is
perfect, however, so you
might choose to have a back-
up antivirus program as well.
Avast antivirus, available at
www.avast.com will work well
and will not conflict with AVG
if it is not set up to scan
automatically. Another good
back-up program is
Malwarebytes’ Anti-Malware
program, available at
www.malwarebytes.org.
2. After installing antivirus
software, make sure that you
have selected the settings
needed for the software to
automatically download and
install updates from the
Internet. This allows the
software to protect against
newer viruses. To change the
settings for AVG choose
Update Manager from the
Overview screen.

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 3. When setting up antivirus
software, make sure that you
choose the proper settings so
that the computer is
automatically scanned for
viruses on a regular basis
(such as every day at 12:00).
Also make sure that you have
selected for the scheduled
scans to “run on computer
startup if task has been
missed”. In other words, if
you have chosen to have
scans run at 8:00, but the
computer isn’t turned on until
10:00, it will still run a scan. In
AVG these options are chosen
by choosing Manage
Scheduled Scans from the
Computer Scanner screen.
4. Make sure that your computer
has the proper date and time
set. If it is not set properly,
the update manager and
schedule scans may not run at
the time you desire. If your
computer does not keep
proper time, this is a sign that
the small (watch style) battery
on the motherboard needs to
be replaced.

2.4. Computer Hardware Maintenance

There are some common hardware
problems that can be avoided, or at
least made less frequent by taking
particular preventive measures with

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 computers. These preventive measures
are listed below.

Dust Control. Dust is very harmful

for computer parts. Excess dust can
cause mechanical failures, particularly
on computer components with moving
parts. Minimizing dust in a computer
lab is an important part of computer
maintenance. Computer lab cleaning
advice is discussed further in Module
2. The computers themselves should
be regularly dusted (wiped with a dry
cloth or duster) and if the computers
are housed in a particularly dusty area,
the use of dust covers (when the
computers are turned off) is advised.
In addition, when a computer case is
opened for other repairs, the dust that
has built up inside the case should be
blown out. This works best with
forced air. Different mechanical and
electrical tools are available to
compress air. These tools are
described in section 5.7.1.

Heat Control. Computer parts, in

particular the CPU, produce a large
amount of heat while operating. It is
important for this heat to dissipate, so

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 that the computer is not damaged by
overheating. Computers do have fans
and heat sinks, but these will only work
well if the air flow to the computer is
not blocked. This means, for example,
that a laptop computer should not be
left running for any length of time on a
soft surface (like a sofa) that conforms
around it, and a desktop computer case
should not be used while in an
enclosed cabinet. In addition, it is
ideal that the computer lab temperature
be kept low. Using air conditioners is
a good option, since the windows can
also be kept closed to minimize dust,
but many computer projects cannot
afford air conditioners or the associated
electricity costs. Therefore curtains (to
reduce the heat of the sunlight), open
windows and fans are often the best
alternatives, although their use requires
increased vigilance against dust.

Surge Protection. In many countries,

the electrical supply does not have a
uniform (well controlled) voltage.
Voltage is also variable due to surges
that occur, particularly during
thunderstorms and when power is
returning after an outage. Voltage

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 surges can be very damaging to
computers and other electrical
components, and it is important to
protect against these events. The
simplest form of surge protection is to
purchase surge protecting power
(adaptor) strips. These devices contain
4 or 5 outlets that are protected by a
fuse that is blown in case of a power
surge. The quality of these power
strips varies, though, and they cannot
be guaranteed to be the safest form of
surge protection. A second form of
surge protection is a surge suppressor
that is installed where the main power
enters a computer lab. These devices,
though more expensive, are of higher
quality and will protect all of the
electrical components plugged in to
electrical sockets within the room. A
third option to consider is to purchase
uninterrupted power supplies (UPSs) to
share between every two computers in
a computer lab (since a UPS includes
six to ten electrical sockets). A UPS
regulates the voltage sent to the sockets
located on the UPS itself, and also
contains a battery that allows for
continued operation of a computer after
a power outage. Depending on the

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 UPS model and the amount of
equipment attached to the UPS, the
battery might last for an hour or for just
a few minutes, but even just a few
minutes allows enough time for the
user to save their work and shut the
computer down properly.

Laptop Maintenance Issues. For

computer labs using laptop computers,
there are a couple of additional issues
to be aware of that can affect the
lifespan of the computer. Because
laptop computers are moved around
from place to place and handled more
roughly than desktop computers, they
are more likely to have hardware
problems develop. One problem area,
for example, is in the AC adaptor port.
If it is found in the back of a laptop
computer, it is easy for the computer
user to tilt the laptop backwards and
unintentionally place pressure on the
AC adaptor as it is forced against the
table top. The AC port (and any other
port located on the back of a laptop)
can be easily damaged from this stress.
Therefore computer users should be
instructed on the proper technique to
use when picking up a laptop

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 computer. A second problem area for
laptop computers is that the screws on
the laptop body gradually become
loosened as the computer is moved
about. A computer lab manager should
periodically (perhaps twice a year)
tighten the screws on all laptop
computers.

2.5. Peripheral Hardware Use and

Maintenance
Peripheral hardware will also last
longer if it is well maintained. For
peripheral hardware such as printers,
projectors and external drives, all of
the advice above about heat, dust and
power surge control is still relevant and
important. In addition, there are some
tips below for using printers and
projectors that will help these pieces of
equipment work efficiently and last a
long time.

Proper Use of an LCD Projector. An

LCD projector is a valuable tool for
making presentations and assisting in
training courses. However, these
projectors are very expensive to
purchase. If a computer project has
had the good fortune of being able to

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 purchase a projector, it is important
that every effort be taken to make sure
that the projector is kept in good repair.
Some suggestions are shown here:
• Store and carry the projector in
a padded case. This will keep
dust out of the projector and
cushion it in case of rough
handling.
• Keep a designated surge
protecting power strip (adaptor
strip) with the projector, and
make sure that all projector
users know the importance of
using the projector with surge
protector.
• Make sure that the appropriate
procedure for shutting down the
projector is used, and inform all
projector users about the
procedure. For most projectors,
the proper shut down procedure
includes not unplugging the
projector until the cooling
process is complete. This is
indicated by a status light
changing color, or a fan turning
itself off. It is important to
allow the projector bulb to cool

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 completely in order to extend
the life of the bulb.
It is particularly important to note that
the projector bulb, which is the most
expensive part in a projector, will wear
out and need to be replaced eventually.
Projector bulbs can cost half the price
of buying a new projector! A
computer project will need to make a
plan for bulb replacement, ideally even
keeping a spare bulb on hand.

Efficient Use of a Printer. Most

computer labs will have at least one
printer for the use of the computer lab
manager and selected computer lab
users. Printers are a great resource, but
if not controlled well they can be
overused. This puts unnecessary wear
on the printer, and also uses up
expensive ink and paper. It would be
wise for a computer lab manager to
have in place some policies about what
sort of material can be printed, and
when color ink use is allowed. Users
should also be instructed to preview
their work before printing, to avoid
printing unnecessary pages. In
addition, many printers have different
printing settings that control the quality

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 of the printouts and thus the amount of
ink used. Inkjet printers, for example,
usually have an option for ―draft‖ or
―fast‖ printing that uses significantly
less ink, but still looks reasonably
good. To find this option when
printing a document, select Print from
the File menu (or the Office Button in
MS Word 2007). When the print menu
opens, there will be a Properties
button next to the selected printer.
Clicking here will bring up choices
such as the print quality and whether
the printout should be in color or black
and white.

2.6. Assignments/Activities
2.6.1. Find and open the anti-virus
software on a computer. Check to
see if the virus database is up to
date. If it isn’t, update the software
and also see if there is an option to
setup the program to automatically
look for updates. Also see if there
is an option that allows you to
schedule regular (daily) scans.
2.6.2. Go to a local computer lab and
ask the computer lab manager
about maintenance tasks. What
tasks does he or she do to keep the

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 computers in good condition, and
how often are these tasks
performed (daily, weekly, monthly
or yearly)? If the computer lab
manger does not have any
maintenance systems in place,
instead report your
recommendations for computer
maintenance.
2.6.3. Open the case of a computer and
observe the dust inside. What tools
do you have at hand that could be
used to safely remove that dust
without damaging the equipment?
Experiment with the equipment that
is available to you and report your
findings.
2.6.4. Figure out how to set up a printer
so that the default print settings are
black and white
(not color) and ―draft‖ or ―fast‖
printing.
2.6.5. Workshop Activity: Observe a
demonstration on how to properly
set up and shut down an LCD
projector. Make sure that you have
an opportunity to practice these
techniques yourself sometime
during the workshop.

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 2.6.6. Workshop Activity: Using
provided tools, find and tighten all
of the screws on a laptop computer.
2.6.7. Workshop Activity: Participate
in a role play (and follow up
discussion) in which a lab manager
tries to convince a person with a
home computer to bring it in to the
lab for updates.
Table of Contents

3. Setting Up or Customizing a Computer

3.1. When a Computer Arrives
What should be done before using a
new computer? This depends very
much on where the computer came
from and what software was already
installed. If a computer project
receives new computers complete with
an operating system and all
productivity software, little needs to be
done before using the computers. The
computer lab manager should check,
however, to make sure the computer is
fully set up to meet the needs of the
project. Some items to investigate are
listed here:
• Does the computer already have
all of the programs that are
desired for the project? This

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 could include, for example, an
Internet browser, productivity
(office) software, antivirus
software or perhaps some
educational software.
• Does the computer already have
all of the files that are desired
for the project? For example,
an educational project might
want to have an encyclopedia
or some educational
presentations loaded on all of
the computers.
• Does the computer have
separate user accounts with
passwords? This is a good way
to control what access some
users have to particular
programs, files or settings. See
section 4.5 for more
information. Another option to
consider is installing and using
Microsoft
SteadyState as a way to control
what part of a computer certain
users can access (see Module 2,
section 6.2.4 for more
information).

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 3.2. Partitioning a Hard Drive
A partitioned hard drive is one that has
two (or more) different sections for
storage of different types of
information. In some cases, one
partition is used to store the operating
system and related files, while the
other partition is used to store user
documents and settings. This
partitioning is valuable in cases when
the hard disk has not failed, but the
partition with the operating system
needs to be reformatted due to some
sort of localized problem. Then the
computer user’s documents and
settings are not lost in the process.
This sort of partitioning is usually done
when installing a computer operating
system. Computer lab managers can
see the tip box in the next section for
more information on this process.
installed but without a
A computer lab separate partition, the
manager can, computer lab manager may
however, create want to add one or two
a new partition partitions. A separate
at any time. If a partition can also be used
new computer by a computer lab manager
arrives with an that would like to have two
operating system different operating systems

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 on the same hard 1. Go to Start  Control
drive, with one Panel  Administrative
Tools (for Windows
operating system Vista, Administrative
loaded onto each Tools is found inside
System and
partition. The
Maintenance).
tip box here 2. Double click on
describes the Computer
Management, and then
process for
from the left side of the
creating a window select Disk
partition Management.
3. The window that
Tips for
appears will show the
Partitioning a different disks in the
Hard Drive computer. Right click in
Please Note: The the space to
instructions the right of the label for
below are for a the hard disk, and click
computer New Simple Volume. The
running New Simple Volume wizard
Windows XP or will open. Follow the
Vista that a prompts to format the new
computer lab volume with an NTFS file
manager would system. Please Note: if a
like to add a disk is already partitioned,
partition to right clicking on a partition
without volume and will give you
reinstalling the options to change its size or
current delete the partition.
operating
system.
after an operating system has already
been installed.

3.3. Installing Operating Systems

If a computer project receives a new
computer with no software or with an

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 unlicensed operating system, the
computer lab manager will need to
install a new operating system. The
computer lab manager will need to
choose between installing an open
source operating system (such as
Ubuntu) or go with a proprietary
operating system (such as Microsoft
Windows). While legal copies of the
most current Microsoft operating
system (Windows 7 in 2010) are
expensive, a computer project may be
able to find less expensive or free
copies of older versions of Windows,
through a Community Microsoft
Authorized Refurbisher (MAR). Some
computer refurbishing centers in
developing countries are MARs.
Please see the website:
www.microsoft.com/communitymar.

An operating system should be

installed from a CD-ROM or DVD
disk. Before installation, the computer
lab manager needs to set up the
computer so that it boots from the CD
or DVD drive first. This is the default
arrangement for newer computers, but
older computers may boot first from
the floppy drive. After installing the

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 new operating system, the lab manger
needs to be sure to change this back
again to the standard boot order.
Details on how to change the boot
order and how to install an operating
system are shown in the tip box here.

Tips for Installing an Operating

System

1. Make sure that the computer

is set to boot first from the
CD/DVD drive. To do this,
enter the BIOS Setup program
when starting up the
computer. This will require
pressing a key during startup.
The key (often one of the
function keys or the delete
key) is specified at the bottom
of the first screen during boot
up. When the BIOS Setup
program opens, scroll down
(using the down arrow) to the
“First Boot Device” line, and
then use the onscreen
instructions to select CDROM
and save the change.
2. Shut down the computer, put
the operating system CD or
DVD into the drive, and then
start the computer again.
3. The installation will
automatically start, and you
will be guided through the
process by on screen tips and
questions. Make sure you
read each screen!

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 4. You will be asked for your
preferences in regards to
installation language, time
and currency formats and
keyboard layouts. Please note
that the more common
keyboard layout in your
country might be United
States English, even for those
using the British English
language.
5. When prompted, enter the
product key (for Microsoft
Windows operating systems).
This is an important step for
affirming the legality of your
copy, and will allow your
computer full access to online
updates. Make sure,
however, that you know how
many computers your product
license is good for, and then
do not load the operating
system onto too many
computers.
6. When prompted, choose the
location (which partition) for
installing the operating
system. You may also be
given the option of creating
new partitions at this step. If
so, the partition created for
the operating system should
be at least 20 GB, preferably
30 GB. Make sure that you
format the partition using the
NTFS file system.
7. Follow any more on screen
prompts and then wait

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 patiently for the installation to
finish.
8. Don’t forget to change your
boot order back to the original
setting!

3.4. Installing and Uninstalling Other

Software
Knowing the proper method for
installing and uninstalling programs is
important for any computer lab
manager. Consider the situation, for
example, when a computer lab
manager has been using fee-based
antivirus software, but the free trial
subscription has expired. He or she has
decided to install free anti-virus
software, rather than pay a subscription
fee for the original software, but needs
to know how to uninstall the initial
anti-virus software first. It is possible
that if the original anti-virus software
remains, it will cause conflicts with the
new anti-virus software, either
preventing it from functioning properly
or slowing down the computer.
Another reason it is useful to know
how to uninstall software, is to know
how to respond when a computer lab
user has downloaded software that is

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 unnecessary, inappropriate or slowing
down the computer. The steps for
properly uninstalling software are
shown in the tip box here.

Tips for Uninstalling Software

1. Make sure that the software

you wish to remove is not
vital for the functioning of the
computer. If you aren’t sure,
ask co-workers or search the
Internet to learn more about
that software.
2. Once you are sure that you
want to remove that
software, go to the Start
menu and select Control
Panel. In Windows XP you
should click on the choice for
Add/Remove programs. In
Windows Vista, click on the
choice for Programs then
select Uninstall a Program.
3. A list of installed software will
appear. Choose the program
that you wish to remove, and
then select Uninstall or
Remove. You will then be
guided through the removal
steps.
4. If not prompted to do so,
restart your computer after
completing the removal
process. When the computer
restarts, check the list of
programs again to make sure
the desired program was fully
removed.

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 Installing software is typically easier
than uninstalling. The Add/Remove
programs screen can be used to install
software, but most software will
automatically install once you open its
installer program. It is important,
however, that a computer lab manager
make sure that he or she is installing
software that is beneficial for the
computers, compatible with the current
operating system and will not slow
down the functioning of the computers.
A good way to find these programs is
through the C-Net website,
www.download.com. More details are
included in the tip box here, which uses
touch typing practice software as an
example.

Tips for Finding and Installing

Software

1. Consider carefully what

software will be beneficial for
your computer users. Then go
to the website
www.download.com to find
software that has been
previously tested and

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 reviewed by users, and is
known to be free of spyware.
2. At the above website, search
for programs that are
compatible with your
operating system, and meet
your needs. In this example,
enter “free touch typing” in
the search box.
3. Click on one of the software
choices: “Rapid Typing
Tutor”. Then read some
reviews and make sure that
the software is compatible
with your operating system. If
it meets your needs, select
“download now”.
4. Your computer will prompt
you to confirm that you wish
to download and/or install the
software. If given a choice,
choose to save the software
to install it later. The file you
save can then be used to
perform the installation on
other computers without
needing to download the
software again. Make sure
that you save the file in a
place that you will be able to
find it again.
5. Once the download is
complete, open the file to
begin the installation. You will
be asked to confirm the
installation and a wizard will
guide you through the
installation process. In this
example, installation of Rapid
Typing will be followed by

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 giving you some options about
how to setup the program,
including language choices,
keyboard layout and whether
typing speeds should be
recorded in words per minute
(wpm) or characters per
minute (cpm).

3.5. Setting Up User Accounts

A user account is a set of information
that is used by a computer’s operating
system to designate the settings that a
particular user prefers (such as desktop
background or icon size), control what
files and folders a user can access, and
control what changes a user is
permitted to make to a computer.
After a new operating system has been
installed on a computer, the user is
required to set up an initial user
account. This account is by default an
administrator account, which means
that the user of this account has the
ability to access and change all
computer settings, and install and
uninstall programs as desired. In most
cases, a computer lab manager will not
want all of the other lab users to also
have these privileges and will therefore
want to set up more restricted user

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 accounts for other computer users.
Depending on the type of computer
project, the lab manager might want to
set up general accounts for all users of
a certain type (such as an account
called ―students‖ or ―clients‖) or they
might want to set up specific password
protected accounts for individual users.

User accounts can be easily set up by a

lab manager who is logged into a
computer using an administrator
account. For a Windows computer the
lab manager would select Start 
Control Panel  User Accounts. On
a computer running the Ubuntu
operating system the lab manager
would go to the main menu and choose
System  Administration  Users
and
Groups. Once there, the lab manager
will able to set up the account and
choose the privileges for those users.
For Windows computers, the
―standard‖ account type should be
chosen for all users that the lab manger
does not want to have administrative
privileges. The lab manager can also
log in to his or her administrative
account on a computer to remove users

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 or change the passwords on user
accounts as needed to control access.

Assignments/Activities
3.5.1. Is the computer you usually use
partitioned? Follow the instructions in
the ―Tips for
Partitioning a Hard Drive‖ tip box
to the point where you can see
what partitions are already there
and what their sizes are. If your
computer is already partitioned,
what sorts of files or programs are
stored on each partition? See if
you can find this out by opening
My Computer.
3.5.2. Following the steps in ―Tips for
Uninstalling Software‖ tip box, find
and uninstall a bit of unnecessary
software that you find on your
computer. If the computer is not
yours, or if you aren’t sure which
software is unnecessary, ask for
assistance and permission first.
3.5.3. Explore the www.download.com
website. Can you tell the
difference between sponsored (paid
advertising) links and the programs
that are recommended by CNET?
Summarize your findings. Also

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 browse through the different
categories of programs. See if you
can find some that would be useful
for a computer project in your area.
3.5.4. Set up a new user account on a
computer and then log into the
computer using this account. How
is the appearance different and how
are the privileges different?
3.5.5. Workshop Activity: As a group,
find a list of installed software on a
computer (for Windows computers
this can be done through the
Add/Remove Software tool in the
Control Panel). Review the list and
discuss what each software
program does. Determine whether
or not any of these programs should
be removed from the computer.
3.5.6. Workshop Activity: As a group,
install a new operating system on a test
computer.
3.5.7. Workshop Activity: As a group,
discuss what types of software are
needed for a new computer.
Develop a list of software that
would work well in a computer
project in your area. If time allows
and the software is available, install
all of these programs on the

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 computer used in the previous
activity.
Table of Contents

4. Computer Troubleshooting and Repair

Basics
This section of Module 1 is designed to
empower the computer lab manager to
take care of minor computer problems.
Without the knowledge here, many lab
managers will end up letting computers
sit idle that could be easily put back
into service, or paying for expensive
repairs that could have been handled
locally. There will still be times when
computers fail and need to be sent out
for repair by an expert, but those times
should be few and far between.

4.1. Improving Slow Performance

Many of us have had an experience
with a computer in which we open a
program, and then find that we are
waiting for over a minute for the
program to actually open. Some of us
have also had the experience of turning
on a computer and then having to wait
several minutes for the computer to

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 fully start up and load all of the
features that we are accustomed to
seeing on the desktop. There can be
several reasons for this sort of slow
speed, and many of these reasons are
due to problems that can be easily
addressed. Several possible problems
and the strategies for addressing them
are described in the sections below.
Please note that software solutions are
discussed before hardware solutions
since the software solutions are usually
the right place to start for computers
that have gradually decreased in
performance over time. In some cases,
however, such as much older
computers with small amounts of RAM
and slow processors, the hardware
solutions will be more effective.

4.1.1. Hard Disk Fragmentation

Over time, all computer hard disks
become fragmented. Fragmentation is
when files are stored in different
―pieces‖ in different places on a hard
drive, depending on what storage space
was available when the file was last
modified. As the amount of free space
on a hard drive decreases, typically the
fragmentation increases. Accessing

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 files becomes slower because the
computer has to look around in
different places on the hard drive to
find the different pieces of a file. To
address this problem, a hard drive
should be defragmented.
Defragmenting can also become a
regular maintenance task for heavily
used computers to keep them
performing well. Most computers
come with a defragmentation program
installed. On a Windows computer it
should be found in Start  All
Programs  Accessories  System
Tools. If no defragmenting program is
found there, some free defragmenting
programs are available from
www.download.com.

4.1.2. Excess/Unused Files

As a hard disk becomes full, a
computer’s performance is reduced. It
takes more time to find and access
needed files, and defragmentation is
not as successful due to a lack of free
space to temporarily move files to
while they are being rearranged. For
best performance, there should be at
least 1 GB of free space on the
computer’s hard disk. Therefore, it is

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 wise for a computer user not to keep
files that are no longer needed. Files
that have been stored in a user’s
documents folder that are no longer
needed (such as extra photos or older
versions of documents) are best deleted
individually by the user. A computer
lab manager should also have a policy
and procedure for regularly deleting
old files created by computer lab users
on shared computers. In an
educational lab, for example, the lab
manager could announce that student
files are deleted at the end of every
term, unless the student makes special
arrangements to preserve his or her
work.

Sometimes there are other files, such as

temporary Internet files, that are stored
on a computer without the user
knowing it. To delete these sorts of
files, perform both of the following
techniques:
• Disk Cleanup. In a Windows
computer the Disk Cleanup
utility is found in Start  All
Programs  Accessories 
System Tools. It scans a hard
disk for unnecessary files, and

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 then (with the user’s
permission) removes these
files.
• Deleting Browsing History.
When using the Internet, the
browser stores the recent
history of the web pages that
the user has viewed, in order to
make it easier to find and load
these web pages again. The
browser also stores other small
bits of information such as data
entered into forms and
usernames or passwords if a
user has asked a web page to
―remember me‖ (although this
is not a good idea for shared
computers). This stored
information can be easily
deleted. In Mozilla Firefox,
choose Clear Recent History
from the Tools menu. In
Internet Explorer, choose
Delete Browsing History from
the Tools menu.

4.1.3. Excess/Unused Software

Excess software, particularly if it is
software that loads when the computer
is booting up, can certainly slow

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 performance. If a user is certain that a
particular program is not used and is
not needed for the computer to function
properly, then this software can and
should be deleted, as described in
section 4.4. It is also possible to stop
some software from automatically
starting up when the computer boots.
For computers running Windows
operating systems, the System
Configuration Utility can be used to
perform this task. From the Start
menu choose Run then type in
―MSCONFIG‖ (for Windows Vista
users, find the Run command line from
Start  All Programs  Accessories 
Run). From the window that appears,
choose the Startup tab, and then
unselect any programs that do not need
to be enabled during computer start up.

4.1.4. Hard Disk Faults

Most computers come installed with a
program that allows a user to scan the
hard disk for faults and even repair
them if possible. On many Windows
computers there is a program called
Scandisk, found in Start  All
Programs  Accessories  System
Tools  Scandisk.

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 Another option is to run a program
called Chkdsk, available on all
Windows computers. To run
Chkdsk, go to Start  My Computer
and then right click on the image for
the C: drive. Select Properties and
then click on the Tools tab. Under
Error Checking, click Check Now.
The computer may require the check to
happen while restarting the computer
and if so will schedule this task to
occur.

4.1.5. Malware
Viruses, worms, spyware and adware
are collectively known as malware.
These undesirable programs, which are
usually added without a user’s
knowledge, can significantly slow
down the performance of a computer.
Keeping antivirus software up to date
and running scans on a regular basis
are the best ways to prevent virus
infections. This is discussed further in
section 3.3. Occasionally, however, a
computer will still become infected
with a virus or other bit of malware
that the anti-virus program did not
catch. Some signs of these infections,
other than slow speed, could be strange

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 files popping up in folders, new small
programs that appear (with an .exe file
extension) or odd performance issues.
When this occurs, the computer lab
manager can do an Internet search
using the names of the strange files or
programs, or a description of other
symptoms. These searches will often
result in information about the
particular malware infection and how
to remove it. Another option for
computer lab manager is to try
scanning the computer with a second
anti-virus program, which might
identify the infection that the other
anti-virus software missed. However,
the lab manager needs to be aware of
the possibility that the two anti-virus
programs will conflict with each other
and themselves cause the computer to
run poorly. If a second anti-virus
program is installed, the computer lab
manager should make sure that it is not
also set up to do any sort of automatic
scanning.

4.1.6. Overheating
Excessive heat can cause a significant
decrease in computer performance. In
order to cool down an overheated

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 computer processor, the first step to
take is to try to cool the environment
around the computer. Avoid operating
the computer if the case is in an
enclosed space (such as a drawer or
cupboard). Also try to cool the room
with fans or air-conditioning. The next
step is to verify that all of the fans in
the computer case are functioning
properly. Check around the computer
vents to see if the spinning of the fans
can be observed or if airflow can be
detected. If neither of these steps
address the problem, the computer lab
manager could consider installing
additional fans or replacing the existing
fans with higher quality ones.

4.1.7. Insufficient RAM

If none of the measures discussed
above have resulted in improved
performance, it’s possible that a
computer does not have sufficient
RAM to perform the desired functions.
This problem is most likely if the
computer is rather old and has had a
newer (and more memory demanding)
operating system installed. For
example, a computer with only 256
MB of RAM would operate slowly

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 with Windows XP, and would not be
able to operate Windows Vista. One
option to address this problem is to
install a less demanding operating
system. The lightweight open source
operating system Xubuntu, for
example, only requires 192 MB of
RAM.

Another option is to add more RAM to

the computer. Before taking this step,
the computer lab manager would need
to find out the answers to the following
questions:
• How much RAM does the
computer already have? (This
information is available from
right clicking on My
Computer from the Start
menu.)
• What kind of RAM does the
computer take? And how much
RAM can be added to the
computer? The answers to
these questions are going to
depend on the number of
memory slots available, and the
capacity of the type of RAM
that is compatible with the
computer. The best way to find

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 the answers to these questions
is via an Internet search using
the brand and model of the
computer, ―memory‖ and
―upgrade‖ as search terms, or
by visiting the website for an
online RAM sales company
(see section 5.7.3). This should
result in the necessary
information to make sure that
the right kind of memory is
purchased (such as size and
type – for example is it
SDRAM or DDR2 SDRAM?).
It will also be important to note
whether or not the memory
needs to be installed in pairs or
if a single strip of RAM will
suffice.
• Does the computer have
enough slots to add in the
desired memory? It is possible
that a computer will already
have all of the memory slots
filled (for example, there are
only two slots and each is
already filled with 128 MB
RAM strips). In this case, it
would not be possible to
upgrade to 512 MB of RAM by

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 adding a single strip of 256 MB
RAM. The lab manager instead
would need to purchase two
256 MB strips of RAM, and
take out both of the 128 MB
strips.

The actual replacement of RAM will be

discussed in section 5.7.3 of this
module.

4.2. Stepwise Guides for Common

Problems
There are some computer
problems that are common enough that
is helpful for a computer lab manager
to have some standard steps that he or
she can follow in case this sort of
problem occurs. Below are the
stepwise guides for addressing some
standard problems.

4.2.1. The Computer Freezes

It is ―freezes‖ it might look like
relatively everything on the screen has
common gone still, or the computer may
for a no longer responding to the
computer inputs (such as mouse clicks)
to freeze. of the user. It is also possible
When a that a single program will
computer freeze while the rest of the

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 computer do this to help prevent you
from panicking, but it also is a
remains
good way to see if the
functional. program can fix itself. Perhaps
it was engaged in a task that
These
was using significant memory
problems and just needed extra time.
2. See if some windows or
are not
programs are still functioning
something and active. If so, save any
changes in the functioning
to panic
programs you are working on
over, since and then close those
programs. This might free up
often they
memory so that the computer
are not a can finish whatever task it was
sign of a working on.
3. If a program is still frozen, but
major the computer is functioning in
hardware other ways, simultaneously
press the Ctrl, Alt and Del
problem (Delete) keys. In a Windows
but instead computer this brings up a
small program called the Task
a sign of a Manager, or gives you options
small glitch including starting the Task
Manager. Start the Task
Tips for Manager and click on the
Applications tab. Click on the
Troublesho
names of any programs that
oting the you know are not functioning
or say they are “Not
“Frozen” Responding”. Then click on
Computer End Task. If you are asked to
confirm ending the task, do so.
Then wait a bit, because it can
1. Take a
take some time for the
deep
computer to end the task.
breath
4. If step 3 doesn’t work, or the
and wait
entire computer is frozen, the
a
only step left is to turn off the
minute.
computer “the wrong way”, by
You
holding down the power
should
button until the computer

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 turns off. it is best to be avoided if at all
This possible. After shutting down
method in this manner, the next time
can be the computer is started it will
harmful alert the user to the fact that
to the computer was not shut
running down properly, and will scan
program for any files that need to be
s or open repaired or recovered due to
files, so the improper shut down.
that can be easily fixed by restarting a
program or the computer. The tip box here
shows some simple steps that the computer
lab manager can follow.

4.2.2. The Computer Won’t Turn On

It can be very frustrating to have a
computer that is totally ―dead‖. It’s not
working at all and the user doesn’t know
the cause. This tip box includes some
steps to take to identify and address some
common causes.

Tips for Troubleshooting a “Dead”

Computer

1. Evaluate the situation more fully. Are

the computer and the monitor
plugged in to a functioning surge
protector or UPS? Is the surge
protector or UPS plugged into a
functioning outlet on a circuit that has
not blown or tripped? If you aren’t
sure, try to plug something else that
you know works into the same outlet.
If that item works, try swapping the
power cable with one from a
functioning computer.

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 2. For desktop computers, has the
computer supply been set to the
wrong voltage? Check and make sure
that the switch on the power supply is
set to the proper voltage for your
country (230V in Zambia). If it wasn’t
set properly, switch it and try again,
although the power supply may now
be damaged. Also make sure that the
on/off switch on the power supply is in
the on position. If there are still no
lights visible on the computer, try
replacing the power supply (see
section 5.7.3).
3. If there are lights on, but the
computer is still not starting, you can
try booting from a different drive (see
section 5.6.5).
4. If the computer produces a series of
beeps when you attempt to boot it,
there is a problem with the memory.
Try reseating or replacing the memory
(see section 5.7.3 for information).
5. If a desktop computer is producing all
of the usual startup sounds and lights,
but the monitor is not displaying any
information, perhaps there is a
problem with the monitor. Make sure
that it is connected to a power source,
and also that the VGA cable is
connected to the computer. If there is
still no image, try pressing the Fn key
and the function key for monitor
choices a few times. The proper
function key depends on the computer
model, but should show a picture of a
computer monitor on the key. Also try
adjusting the brightness dial on the
monitor. If there is still no image, try
connecting a different monitor.

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 4.3. Understanding Error Messages
Often when there is a problem with a
computer’s hardware or software, the
computer will show an error message that
explains what the problem is. The
computer lab manager should make sure
that he or she reads these error messages
and takes the information within them
into account. Below are some common
error message categories and steps that
can be taken to address the problems.

4.3.1. Out of Memory Errors

Out of memory error messages can be
caused by a variety of problems, including
memory glitches (that will be solved by
rebooting), insufficient memory, poor
memory management, not enough hard
disk space, faulty memory and software
problems. The user may be running too
many programs at once, and could try
closing some of the open programs. If this
doesn’t work, the next step to try is to
reboot the computer and see if that fixes
the problem. If it does not, the following
approaches could be considered:
1. Create more space on the hard drive
by deleting unnecessary files and
then defragmenting.

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 2. Investigate any recently added
software. Does the computer
system have enough RAM to run
this software? Are there any
updates or patches for this software
available on the Internet?
3. Is some memory management
software running? If so, disable it
and see if performance improves.
4. There may be a physical problem
with the memory or its connection
to the motherboard. Try reseating
(removing and replacing) the RAM
and if that does not work swapping
the RAM (see section 5.7.3) with
the RAM from a working
computer.

4.3.2. Memory Parity Errors

The term parity has to do with two items
matching in terms of size, type or
operation. A problem with memory parity
could be caused by conflicts between two
memory (RAM) strips that are of different
brands or types. The error could just be a
random occurrence, however, so it is best
to try to reboot the computer first. If this
does not help, the following approaches
could be attempted:

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 1. Remove any recently installed
RAM (see section 5.7.3) to see if it
is causing the issue.
2. Try a different power outlet or
power strip, because a poor power
supply could also cause this error.
3. There may be a physical problem
with the memory or its connection
to the motherboard. Try reseating
the RAM and if that does not work
swapping the RAM with the RAM
from a working computer.
4. There may be a problem with the
motherboard. Consider replacing
the motherboard.

4.3.3. “The Blue Screen of Death”

―The Blue Screen of Death‖ is the
colloquial name given to the error code
that occurs with Windows operating
systems when a critical error has occurred
that causes the system to shut down to
prevent further errors. Its nickname comes
from the fact that the screen turns blue in
color, and the computer ―dies‖ or
―crashes‖, meaning it is shut down.
These errors are often caused by poorly
functioning device drivers, hardware
problems (such as with memory, power
supplies or system overheating), or
problems with the system software. Some

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 suggestions for managing the Blue Screen
of Death are shown in the tip box here.

Tips for Managing the “Blue Screen of

Death”

1. Take a deep breath. It may not

be a serious problem, and
panicking won’t help. Also if you
have been saving your work
frequently as you go (which is
always a good idea), you will not
have lost much information.
2. Make a note of any error code
numbers shown in the text on the
blue screen. If the problem
persists later it might be helpful
to look these error codes up on
the Internet (from another
computer).
3. Restart the computer. First do
not open the program that you
were using when the crash
occurred, but instead see if other
programs operate normally. Then
open that program to see if the
crash occurs again. It’s possible
that the event was random and
won’t occur again, or it’s possible
that there is a problem with the
software program you were
using.
4. If it appears to be a problem with
a specific piece of software,
search online for updates or
patches for that program, or try
reinstalling the program. Also
make sure that the computer
meets the specifications
(operating system, processor

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 speed and RAM) for running that
software.
5. Make sure that the computer’s
operating system is fully updated.
6. If the problem appears to occur
when using a specific computer
device, the driver could be faulty.
When the computer is running,
check the Device Manager for
problems and possible solutions
(see section 5.5 and 5.7.2).
7. Check for problems with the
computer’s fans, power supply or
memory, as discussed in section
5.1.

4.4. How to Search for Information

It is very important that a computer lab
manager not ―give up‖ easily when
presented with a computer problem.
Instead the computer lab manager should
turn the problem into an opportunity to
gain knowledge about computers. This
includes asking for help and searching for
information about the particular problem,
its causes and solutions. The first step in
this process is to see what advice is
available on the computer itself (or another
one running the same operating system).
With Windows computers, there are
―Help and Support‖ documents located on
the computer, and more available on the
Internet. From the Start menu, click on

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 Help and Support and then see which
categories of help best match the problem.

If a computer lab manager doesn’t find the

needed answers using Help and Support
on the computer, the next step is to find
answers on the Internet. In most cases,
the computer problems that a lab manager
encounters will not be new or unique.
Someone else would have had the same
problem and would have written a
description of how they solved the
problem. It is important that the computer
lab manager give very specific search
terms and try different terms if not
successful at first. For example, if a lab
manager is having problems getting the
sound to work on a specific computer,
―sound problems‖ would not be a
specific enough search. The lab manager
would be better trying ―sound problem
Dell D600‖ or ―sound failure Dell D600‖.
If the lab manager knows that the problem
is due to the device driver, an even better
search would be
―sound device driver problem Dell
D600‖.

4.5. How to Distinguish a Software Issue

from a Hardware Issue

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 It isn’t for distinguishing between
always hardware problems and
easy to software problems are in the
know the tip box here, but one general
source of a bit of advice is Tips for
computer Distinguishing Between
problem, Hardware Problems and
but Software Problems
determinin
1. Make sure you reduce
g whether possible “external” problems
the before proceeding. This
means unplug any external
problem is devices (such as hard drives,
with scanners or printers), and
remove any floppy, CD or
hardware DVD disks from their drives.
or software 2. Were there any loud noises
or smoke when the problem
will help
first appeared? Then it is
give a probably a hardware
computer problem, with the most likely
culprit being the power
lab supply unit.
manager 3. Is the computer entirely
dead? Or the screen blank?
some Or the screen showing a
direction poor/incomplete picture?
These faults are probably
for action also due to hardware
in problems.
4. Does the computer produce
troubleshoo
a series of beeps? This is a
ting and code that can be used to
distinguish some hardware
repair.
problems.
Some 5. Does the system give any
general error codes or descriptions
while booting? These can be
guidelines due to hardware or software

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 problem error information after it has
s. Take booted or only when you
careful open specific programs?
note of These error codes are
all probably due to software
informa problems.
tion 7. Have any recent changes
given in been made to hardware or
the error software (including BIOS
code. settings)? If so, these are
6. Does the likely culprits.
compute 8. Has the computer been
r exposed to viruses or other
produce malware?
important for all computer This could be a
cause of software problems.
9. Use the Device Manager, which can found on
many Windows
troubleshooters: think
computers (for
Windows XP go to Start  Control Panel 
about what was happening System
 Device Manager). The Device Manager
will list all of the hardware devices installed
on a PC. Any device with a
just before the problem
problem will
have a warning symbol next to it, and double
occurred. If new software clicking
on that device would give details and
suggested remedies for the problem.
was just installed, it is quite likely that
the problem is caused by that new
software. If a power surge occurred,
it is possible that hardware problems
were caused by that power surge.

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 4.6. Fixing Software Problems
4.6.1. Using Safe Mode
Safe Mode is a convenient tool for both
troubleshooting and repairing software
problems. It is a simplified version of a
Windows operating system, which can
often be used when a computer is having
problems that prevent its standard
Windows operating system from loading.
To boot a computer in Safe Mode the user
should turn on the computer and
immediately start tapping the F8 key.
After a few moments, the Windows
Advanced Options menu will appear.
Using the arrow keys, the user can select
Safe Mode and then click Enter to proceed.

Once a computer has been started in Safe

Mode, it is possible to access the
diagnostic tools such as Chkdsk (described
in section 5.1.4). Other options at this
point include running virus scans,
uninstalling suspicious software, or using
System Restore (see section 5.6.4).

4.6.2. Finding and Installing Updates and

Patches
If a computer user has identified that there
is a problem with a particular piece of
software, before uninstalling that software

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 it is wise to see if the software producers
have identified and fixed any problems
with that software. In many cases this can
be done easily by selecting the
―Check for Updates‖ command in the
software, often found in the Help menu.
Updates are groups of software patches
(small fixes to the software’s program) that
address problems that were found after the
software was released, or provide
improvements to the software. If there are
any updates available, these should be
downloaded and installed. In many cases
the computer (or at least the particular
software program being updated) will need
to be restarted after installation.

If a particular piece of software does not

have a ―Check for Updates‖ option, the
user will need to go to the website for that
software and search there for updates.
This can also be used to search for
individual software patches to address the
particular problem that the user has found.
It is also possible to do general web
searches on a particular software problem
and find patches that have been produced
by individuals or organizations other than
those that produced the software. This can
result in good fixes, but can also introduce

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 other problems into a computer system
(such as other unforeseen software
conflicts or malware). A computer lab
manager should proceed very cautiously
down this path, if at all.

4.6.3. Reinstalling Software

If updates and patches haven’t fixed the
problem with a particular piece of
software, reinstalling that software is a
good step to try next. This will solve
problems caused by the corruption of
software (damage to the programs) that
can be caused by malware. It’s important
to properly uninstall all software before
reinstalling it. More information on
uninstalling and reinstalling software is
found in section 4.4 of this module.
Reinstalling an operating system is also an
option (see section 4.3), but the computer
lab manager should make sure that all
computer data has been backed up before
taking this action.

4.6.4. Using System Restore

System Restore is a utility program that is
found with most versions of the Microsoft
Windows operating system. It periodically
(when major software changes are made or
at scheduled times) takes images of the

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 computer’s operating system and other
software. These images, called restore
points, are saved so that the user can
―reset‖ the computer system to that restore
point and thus avoid problems that were
caused by later changes. If a computer is
reset to an earlier restore point, however,
any software (whether it was problematic
or not) that was installed after the restore
point will be uninstalled. To access the
System Restore utility on a Windows
computer, go to Start  All Programs 
Accessories  System Tools  System
Restore.

4.6.5. Booting from a Different Device

During typical use a computer boots
(starts) from information and instructions
that are in its internal hard drive. A
computer can also be booted, however,
from other devices such as floppy disks,
CD/DVD disks, flash drives or external
hard drives. Booting from these devices is
the only option if the software on the hard
drive has been corrupted to the point that it
will not start the computer. The standard
boot order for a computer (the order in
which the computer looks for startup files)
starts with the floppy drive (for older
computers), then is followed by the CD or

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 DVD drives and then the internal hard
drive. This means that any time the
computer starts up it will first read any
disk in the floppy drive to see if startup
files are contained there, and then moves
on to the CD/DVD drive if startup files are
not found. This order can be changed by
following the steps in the tip box in section
4.3 of this module.

In order to boot from a disk, the computer

user must have a boot disk or recovery
disk for that computer. Boot disks contain
only critical startup files, and they are best
prepared and used by experienced
computer technicians. They can also be
used as a part of the reimaging process,
described below. Recovery disks used to
come standard with all new computers. In
recent years, however, the computer
manufacturers have instead set up systems
for users to create their own recovery disks
when first using a new computer. If a
computer lab manager has recently
received new computers, he or she would
be wise to create recovery disks before
putting the computers into general use.

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 4.6.6. Reimaging Computers
One very handy ―tool‖ for a computer lab
manager to have for managing software
problems is disk reimaging (also known as
cloning). The idea here is that a lab
manager can create a complete copy of a
computer’s system when it is running
perfectly. These copies, which are known
as images or clones, include all software
and files. The purpose of having these
images is that when a computer in the
computer lab fails due to a software
problem, the computer lab manager can
choose to reimage or clone the computer
using the perfect image, rather than
uninstalling and reinstalling each software
program separately until the problem is
identified and fixed. One type of
proprietary reimaging software is called
Symantec Ghost (see www.ghost.com). A
common open source reimaging program
is called Clonezilla (see
www.clonezilla.org).

Before creating set up ―perfectly‖ and

an image, the free of any malware.
computer lab Images are best made
manager should when a computer is newly
make sure that setup, before it has seen
the computer is much use. However the

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 lab manager section 5.6.2 of this
should make module.
sure that the
computer that Tips for Creating a
Computer Image
is being used to
create the A computer that is going to
serve as an image or clone,
image has to be used on other
already been computers, should meet
loaded with all the following criteria:
1. Its make, model and
the utilities, hardware are identical
productivity (or nearly so) to the
computers that it is
software and
going to be used to
educational clone. It is important
materials that that it only be used to
reimage computers
are commonly
that have hard drives of
used in that the same size or larger.
computer lab. 2. It is new or has recently
had its operating
The tip box
system and other
here suggests software reinstalled.
some items. This reduces the
chance that it would
The computer have any malware or
lab manager have had undesirable
changes made to
should also
software settings. Also
make sure that all of the software
all of the should have been
recently updated.
programs have
3. It does not contain any
been updated personal files or other
fully, as unnecessary files,
folders or software.
discussed in
4. It does include
software that is going

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 to be antivirus software
commonly and printer drivers
used on the b. Productivity
computers software such as
that it is Microsoft Office or
going to be Open Office
used to c. Educational
image. For materials that will
example it be useful locally.
should This could include
include: touch typing
a. Commo programs,
n encyclopedias, or
utilities any locally
such as appropriate
Before creating an image, a computer lab
manager needs to consider two questions:
1. What drive should be used to boot the
computer from while creating the image
and reimaging a computer? And 2. What
media will be used to store the computer
image? The answers to these questions
will depend on the imaging program being
used and the limitations of the computer
system. When using Clonezilla Live, for
example, the program can be downloaded
from the Internet to fit onto a bootable CD
ROM disk. Therefore one option is to
boot the computers from the Clonezilla
Live CD. The image that is created then
can be easily stored on a flash drive or
external hard drive, using the USB port.
For complete instructions on using

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 Clonezilla Live, please see the
www.clonezilla.org website.

Once an image has been created, it can be

stored until needed to reimage the
computer it was created from or any other
computer with identical hardware. This is
very useful for a computer lab that
received a donation of ten identical
computers, for example. If using the
image to reimage another computer in a
computer lab, however, there are some
important points that the computer lab
manager needs to keep in mind. The first
is computer identity. Any cloned
computers will have the same name and
Security Identification (SID). The
computer lab manager should change the
name of the computer after reimaging by
right clicking on the Computer (or My
Computer) icon or menu item and then
selecting Properties. The computer SID
can remain unchanged.

The second important point is that the

software license keys will be the same for
all cloned computers. If the computers are
running proprietary software, the computer
lab manager needs to be aware of how
many computers are permitted to run on a

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 single license. If a license is only for an
individual computer, the computer lab
manager will need to buy additional
license keys for the software in question
and enter the proper license keys into the
computer.

4.7. Fixing Hardware Problems

4.7.1. Tools and Safe Repair Practices
What tools will a computer lab manager
need to perform basic hardware repair?
This will depend on the type of computers
being worked on, and also on what tools
are locally available. However, good
quality screwdrivers in different sizes will
be on every lab’s equipment list. The
majority of the screws encountered in
computers are of the Phillips type (the
screw head has an X shape on the top), but
flat head and hex head screws may also
occur. A computer lab manager can look
and see what types of screws are in use in
the lab before making a purchase.
Magnetic tip screwdrivers can be very
useful since the screws will stay
magnetically attached to the screwdriver
while the lab manager locates the screw
hole. However it is very important to
avoid touching the tips of magnetic
screwdrivers to RAM or hard drives, since

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 the magnetic storage on those devices
could be damaged. A pair of needle nose
pliers may also be useful to assist when
working in narrow spaces.

For cleaning computer parts, a computer

lab manager will need some method for
blowing dust out of computer hardware. If
an electric blower is available, this is a
very good option. Otherwise a hand
operated blower (with a bellows or bladder
attached to a narrow outlet) will do. If
affordable, a computer lab manager can
also purchase compressed air in aerosol
cans. For dusting and cleaning computer
and monitor cases, a lint free cloth is best.
Screens (LCD and CRT) can be cleaned
with slightly damp cloths or with small
amounts of mild cleaning solutions that
have been reported to be safe for computer
monitors. If RAM needs to be cleaned,
isopropyl alcohol and lint free swaps can
be used.

There are several safety concerns (both for

the lab manager and for the computer
equipment) that need to be attended to.
They are listed below.
• Working Environment. The
computer work room should be

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 clean, well organized and properly
lit. Avoid hazards to the computer
(such as dust or moisture) and
hazards to the workers (such as
electrical cords that can be tripped
over). The lab manager should also
consider good organization as a
way to make repair work more
efficient. It should be easy for a
worker to return to a project
without any difficulty finding the
parts involved.
•
Static Electricity. Static electricity
discharges (sparks) can be
significantly damaging to
computer computer equipment. The tip
equipment box here gives some
such as suggestions. If electrostatic
RAM, CPUs mats or
and Tips for Avoiding
motherboard Electrostatic Shocks

s. Therefore 1. Avoid walking around as

it is much as possible while
working on a computer.
important for
Shuffling your feet
the computer (particularly on carpeted
lab manager surfaces) can build up
electrostatic charges.
to ground
2. Make sure to ground
him or yourself before beginning
herself a computer repair. The
simplest way to do this is
before
to touch a large metal
working with

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 object cabinet or metal
(such as a computer case).
filing 3. Before picking up each
new computer
component, ground
yourself again.

grounding wrist straps are

available locally, these items
can also be used to prevent
electrostatic shocks.
 Electrical Shock. Before
opening up the case of a
computer or any other
electronic device or cleaning it
with any fluid, make sure that it
is unplugged. Otherwise,
electricity can be transmitted
through the electronic device
and into the worker’s body.
This can cause severe injury or
even death. Laptop batteries
should also be removed before
performing any laptop
computer repairs. It is best to
avoid attempting repairs on
computer monitors, particularly
CRT monitors due to a risk of a
dangerous electrical discharge.

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 4.7.2. Hardware Repair Planning and
Strategy
Before beginning a computer hardware
repair, it is important to make sure that
the repair is necessary and that a repair
plan is in place. To determine if a
repair is necessary, the lab manager
should have worked through the
troubleshooting steps described earlier
in this module. If a computer is still
operational, the lab manager should be
using software tools to diagnose (and
in some cases repair) problems before
physically opening the computer. For
example, the Device Manager
(described in section 5.5) can be used
to check for hardware faults, and a hard
drive diagnostic tool (such as Chkdsk,
described in section 5.1.4) can be used
to determine if a hard drive needs to be
replaced. Also remember that error
messages can give important
information about what is wrong with a
computer.

When developing a repair plan, the

computer lab manager needs to know
which parts are going to be replaced
and how to find and remove those parts
from the computer. It is also important

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 to have replacement parts on hand that
are known to be in good condition.

Part re-seating and part swapping are

both good strategies to keep in mind
when repairing computers. Re-seating
means removing or disconnecting a
part, cleaning it if appropriate, and
correctly replacing the part.
Sometimes a computer part can
function poorly just because a
connection is loose or dirty, and re-
seating will improve its performance.
If this does not solve a problem, a good
next step is to try to swap the same part
with one from a functioning computer.
This can be a useful part of
troubleshooting, since it helps the lab
manager identify whether or not that
part truly is the source of a computer
problem, before a purchase is made.
People who are just learning about
computer repair can easily practice this
with peripheral devices. If a desktop
computer keyboard appears not to be
working, for example, try replacing it
with a keyboard that is known to work
properly.

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 4.7.3. Basic Hardware Repairs
Below are descriptions of some of the
most common hardware repairs,
including key steps in the process. In
all cases, however, the lab manager
who is just beginning to work on
computer repair would be encouraged
to complete these repairs alongside a
more experienced technician as they
gain skill and confidence. If the lab
manager has an opportunity (through
this course or any other) to attend a
hardware repair training session, he or
she should insist on being involved in
as much hands-on training as is
possible.

Replacing a Power Supply. For

desktop computers in developing
countries, power supply failure is a
common problem. This is due to an
uneven or ―dirty‖ voltage and power
surges. Before replacing a power
supply, a lab manager should make
sure that it truly is dead by following
the tip box in section 5.2.2. Then
follow the steps below:
1. Unplug the power cord from
the back of the computer case.

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 2. Open up the computer case.
The method varies with the
brand and model of computer,
but often involves laying the
case on its side and opening up
the side panel. Some computer
cases use screws and others
have buttons to press that
release one side panel.
3. Find and unscrew all of the
screws attaching the power
supply to the back of the case.
Usually there will be four
screws, located just outside the
cut out in the case (or along the
mesh grid) where the power
supply is found. Do not
disconnect the various cables
yet. Move the dead power

Figure 3
-
Replaci
ng a
Power
Supply
For the
complet
e
procedu
re see
http://w
ww.fon

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 erbooks
.com/r_
power.h
tm
supply as far out of the way as
the cables will allow. You may
be able to set the power supply
on top of the case (see photo).
4. Install the new power supply
and screw in all screws.
5. One by one, detach the cables
from the old power supply to
the various computer
components, and replace them
with the cables from the new
power supply. Doing this one
by one will help make sure that
no components are missed.
There will be power supply
connectors for the motherboard
and all drives. When removing
the cables, keep an eye out for
latches that need to be
depressed to release the
connector. All of the
connectors should only fit in
one direction, and with little
force. If a connector does not
attach easily, make sure that it
is properly aligned before
pushing harder.

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 Replacing a Hard Drive. Replacing a
faulty hard drive is not a difficult task,
but a lab manager should have done
some investigative work first to
determine if the hard drive is faulty.
This could include running the Chkdsk
utility, as described in section 5.1.4,
listening for unusual noises coming
from the hard drive and also checking
to make sure the cables to the hard
drive are still fully connected. The
computer may also present error codes
during start up that indicate a problem
with the hard drive. Before replacing a
hard drive, it is worth trying to reset
the BIOS to the default settings to see
if this fixes the problem. To do this,
enter the BIOS during computer start
up (as described in section 4.3) and
choose the default settings. Then save
the new settings and exit. The
onscreen instructions in the BIOS
program will guide the computer lab
manager through these steps.

Once it has been determined

that a hard drive problem is
likely, the computer lab
manager should follow the steps

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 below to replace the hard drive
with a known working hard
drive.
1. Disconnect the computer case
from electricity and then open
the computer case (as described
above).
2. Locate the hard drive. It will
likely be found in a metal case
or cage near

Figure 4
-
Removi
ng a
Hard
Drive
For the
complet
e
procedu
re see
http://w
ww.fon
erbooks
.com/r_
hard.ht
m
the front of the computer case,
below the other drives. It could
be mounted directly on the cage
or it could be mounted on rails

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 that will slide out of the case
(see photo).
3. Unscrew the hard drive from
the cage or slide the rails out
and unscrew the hard drive
from the rails.
4. Remove the long ribbon cable
from hard drive. There may
have been a small amount of
glue used to hold the ribbon in
place that will also need to be
removed. Then remove the
smaller power cable. If it is
difficult to remove, gently
wiggle the connector back and
forth along its long axis as you
pull. Note the orientation of the
connector (which end is the red
wire on?) to make sure that the
new hard drive is connected in
the same manner.
5. If there are two hard drives in a
computer, one is called the
master and the other the slave.
On older hard drives, an
electrical connection needs to
be changed to indicate whether
the hard drive is a master or a
slave. If the hard drive being
installed has not been used

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 before, it will be correctly set as
a master (or also on the
acceptable ―Cable Select‖
setting, used when the ribbon
cable has two connectors – one
for a master and one for a
slave). If the hard drive has
been previously used as a slave,
however, it will need to be
changed to a master. To do
this, look for a diagram on the
hard drive that shows the
pattern for connecting
(jumping) two of the eight pins
located between the two cable
connectors on the front end of
the hard drive. Then using
needle nose pliers, pull off the
jumper that is connecting two
of the pins and replace it to
connect the proper pair.
6. Connect the cables to the new
hard drive. Then screw the
hard drive back on to the rails
and slide the rails into position
(or screw the hard drive directly
to the cage if there are no rails).
Make sure that all of the other
ribbons and cables are as they
were found. Close the case and

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 the repair is complete. Note
that if any new noises or
problems appear after the
installation, it is possible that
another device or cable was
disrupted during the repair and
needs to be reattached or
reseated.

Replacing a Hard Drive for a Laptop

Computer. Hard drives for many
laptop computers can be replaced quite
easily because the manufacturers have
made the hard drives accessible from
hatches on the underside of the
computer. To replace the hard drive on
a laptop with an accessible hard drive
follow the steps below:
1. Remove the laptop battery
before making this (or any
other) laptop repair. This is
important in order to avoid
electricity from the battery
flowing through the computer
during repair, which could be
damaging to computer
components. The technique for
removing the battery depends
on the make and model of the
laptop, but often involves

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 unlocking the battery at one or
two points (on the underside of
the computer) and then sliding
it out.
2. With the laptop resting upside
down on a table, find the hard
drive
Figure 5
-A
Laptop
Hard
Drive in
its
"Cage"
compartment and
unscrew the screw
For the
complete procedure

see or screws
holding the lid in
place.

http://www.fonerboo
ks.com/laptop_1.htm

Remove the lid and examine

how the hard drive is attached
to the computer. Most likely
you will see that the hard drive
is attached to a cage or brackets
that will slide out with the hard
drive (see photo).

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 3. Slide out the assembly
containing the hard drive in its
cage or brackets. You may
have to push the assembly in or
lift it up first in order to clear
anything else used to hold the
assembly in place.
4. Remove any screws attaching
the laptop to its cage/brackets,
remove the damaged hard
drive, replace it with a
functioning laptop hard drive
and then retighten all screws.
5. Slide the assembly back into
the laptop and secure it as it
was previously. Make sure that
you push hard enough to
reattach the hard drive to the
power and data connectors.
Push horizontally (or as close
as possible to horizontally)
when reconnecting.
6. Close the hard drive
compartment and replace all
screws. Then replace the laptop
battery, turn the computer over
and restart it.

Replacing RAM. As discussed in

section 5.1.7, a lab manager may want

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 to add RAM to speed up a slow
computer. RAM also can fail or come
loose from its housing and need to be
reseated.
If a lab manager has decided that a
computer needs new or additional
RAM, it is important to make sure that
the RAM used is compatible with the
computer system. There are several
online RAM sales companies that will
identify the appropriate RAM if a user
inputs the computer make and model.
Two example companies are Corsair
(www.corsairmemory.com) and
Crucial (www.crucial.com). Once the
RAM has been obtained, the lab
manager should follow the steps below
to replace the RAM. Please Note:
RAM is very easily damaged by
electrostatic charges, so it is very
important for the user to be grounded
before picking up RAM. Also RAM
should only be handled by the edges.
1. Open the computer case as
previously described. Find the
RAM slots (long parallel
connectors). Note which slots
are occupied and if the slots are
numbered (at the ends). If the
slots are not numbered, the

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 slots closest to the processor are
probably the lower numbered
slots and should be filled first.
2. Simultaneously push down and
out on both retaining clips (on
each end) of a RAM slot to
remove the old RAM. Note the
orientation of the RAM so that
the replacement RAM can be
put in facing the same
direction. There should be
some notches on the bottom
edge of the RAM that can be
used as a guide.
3. Gently place the new RAM in
the socket Figure 6 - Installing

RAM and press down firmly on

the top of the For the complete
procedure see
h
ttp://www.fonerbooks.com/
r_ram.htm RAM at both ends
(see photo). When the
RAM module is correctly
seated, the retaining clips will
automatically close.
4. Close the computer case as
previously described.

Replacing Laptop RAM. Laptop

computers have a compartment on the
back side designed for accessing RAM.

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 When the screws for this compartment
are removed (but don’t forget to
remove the laptop battery first for
safety reasons!), the RAM should be
visible. For some laptops, however,
only the slot for expansion (extra)
RAM is visible. In these cases the rest
of the RAM is can be accessed by
removing the keyboard, a more
difficult task (discussed below).
Laptop RAM rests horizontally, with
the slot on one end. To install RAM,
hold the RAM by its edges, and bring it
up towards its slot at about a 30 degree
angle (see photo). Then gently push
the RAM in while flattening out the
angle.

Other Laptop
Repairs. It is possible to
replace the keyboard,
individual keys or the
screen on a laptop with
only a moderate amount
of difficulty. The
challenge, however, is
that every different
model of laptop requires
a different method
Figure 7 - Replacing Laptop

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 RAM for accessing and
removing these parts.
For the complete procedure see

http://www.fonerbooks.com/
laptop_2.htm

Either a lab manager should watch

other people do these repairs and learn
from them, or find information on the
Internet for the specific desired repair.
Specific searches should result in
detailed diagrams, descriptions or
videos. For example, if someone
wanted to replace a key on a Dell
laptop, the search terms ―replacing
laptop keys Dell‖ will yield useful
results. Similarly, if someone wanted
to replace the entire keyboard on a
Toshiba laptop, the search terms
―replacing laptop keyboard Toshiba‖
will suffice. In general when
performing laptop repairs, the
computer lab manager should
remember these guiding principles:
1. Always remove the battery first
for safety reasons.
2. Keep note of what screws are
removed and in what order.
Also keep track of the actual
screws!

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 3. When taking a laptop apart, be
slow and mindful of the
process. This will make it
easier to put the computer back
together afterwards. For
complicated repairs, consider
keeping notes of the steps
performed.

4.8. Troubleshooting and Repairing

Printers
Problems with a printer are generally in
the following categories:
1. Software problems with the
computer, including problems
with the printer driver
2. Poor connections or electrical
problems with the printer
3. Insufficient ink
4. Paper jam
5. Printer hardware problems
All of these except for number five are
easily managed by a trained computer
lab manager. The tip box here gives
some suggestions for troubleshooting a
faulty printer.

Tips for Troubleshooting Printer

Problems

1. Try restarting the printer (by

turning it on and off at the

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 switch) and the computer (using
the standard restart technique).
2. Make sure that the computer is
sending the document to the
right printer by checking the
printer name in the dialog box
that comes up when printing a
document. To change the default
printer (on a Windows computer)
choose the Printer window in the
Control Panel. If the printer you
are using is not listed, you will
need to add that printer and
install the drivers for that printer.
Printer drivers are usually
available online by going to the
website for the printer
manufacturer and searching for
the drivers for the particular
printer model.
3. Try to print a test page for the
printer. If you are using MS
Windows, open the Printer
window in the Control Panel,
right click on the icon for the
printer you are using, choose
Properties and then select “Print
Test Page”. If the test page prints
successfully, the problem is with
the application (productivity
software) you are using and not
the printer.
4. If the printer does not
successfully print as above, note
what happens. Does it start to
print and then stop? Does it
make unusual noises? These are
signs of a paper jam or a
hardware problem. Open up the
top of the printer and look for
any jammed paper.
5. Does the printer print faintly or
with only some colors? This is a
sign that the ink cartridges need

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 to be primed or that the printer is
running out of ink. Look at the
printer’s instruction book or use
the menu and buttons on the
printer to figure out how to
prime the printer.

4.9. Managing E-Waste

In concluding this module, it is
important to recognize that not all
computer problems can or should be
fixed. Sometimes computers become
too old or obsolete to make the effort
of repairing them worthwhile, and
some repairs (such as repairs to CRT
computer monitors) are not advisable
except by experts. Due to these
realities, computer labs often have a
collection of old and broken computers
and peripheral equipment that develops
and increases over the years. This
equipment is collectively known as
electronic waste or e-waste. In many
developing countries ewaste is a
problem because the equipment can
contain hazardous materials and there
often are not recycling or waste
facilities that are capable of managing
these hazardous materials properly.

The first step in managing e-

waste is to try to reduce the amount of

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 it that is produced by a computer lab.
A lab manager can do this by avoiding
accepting donations of equipment that
is already very old or obsolete, since
this equipment will not remain useful
for long. A lab manager can also make
sure that existing equipment is
maintained well so that it remains
useful for a longer period of time. The
computer lab manager should also
work with any organizations donating
computers to discuss the e-waste
problem and strategize how the
computers will be disposed of properly
when they are no longer useful.

Options for proper disposal of e-waste

will vary from country to country. In
some countries there will be private
companies that collect e-waste, and in
others there will be government
projects for e-waste disposal. Larger
non-profit organizations that donate
used computer equipment often have
plans for collecting and managing e-
waste. If no e-waste options exist in a
particular country, several computer
projects could team together to ship a
container of e-waste to an e-waste
facility in a neighboring country. One

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 e-waste management facility that
accepts shipments is Desco Electronic
Recyclers in South Africa
(www.desco.co.za).

4.10. Assignments/Activities
4.10.1. Compare the start up speed
between two computers, by actually
starting them both up and noting
the time it takes for the desktop to
be fully loaded. Then compare the
factors that can control the start up
time for each computer. Which
computer has more programs that
load on start up (see section 5.1.3)?
Which computer has more RAM?
What is the processor speed of each
computer? What operating system
does each computer use?
Summarize your findings.
4.10.2. Update the operating system
and productivity (office) software
for a computer. Describe the
process you used in each case.
4.10.3. Practice running a disk
defragmenter and disk cleanup
program on a computer. Note any
change in performance from before
and after defragmentation.

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 4.10.4. Practice finding help and
support on a computer use or
troubleshooting topic, both on a
computer and online. Choose a
computer topic of interest to you.
If you do not have a topic
in mind, here are some examples:
installing a printer, changing the
size of desktop icons, using a text
reader (text to voice tool), or taking
a screen shot (a picture of what is
on your desktop screen).
Remember to be as specific as
possible in your word choice. If at
first you are not successful, try
other related words.
4.10.5. Practice using diagnostic tools
on a computer. For computers
running Windows operating
systems, try Chkdsk (described in
section 5.1.4) and the Device
Manager (described in section 5.5).
4.10.6. Investigate a laptop computer.
Figure out how to replace and
remove the battery. Also identify
all ports and the access panels for
the hard drive and memory.
4.10.7. Observe a computer repair
technician in action. Notice what
techniques he or she uses to avoid

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 electrostatic shocks and to clean
computer components. Observe at
least one software repair and one
hardware repair from start to finish.
Take notes on these procedures for
future use.
4.10.8. Practice properly uninstalling
and reinstalling a software
program. Choose something that
you have a current installer file for.
4.10.9. Practice starting a computer in
Safe Mode. Take note of which
features of your computer function
in Safe Mode and which have been
disabled.
4.10.10. Workshop Activity: As
a team, set up a computer
―perfectly‖ so that it is ready to
produce an image or clone. Then
participate in the process of
preparing an image and using it to
reimage another computer.
4.10.11. Workshop Activity: Practice
troubleshooting malfunctioning
computers. The instructor may
intentionally produce
malfunctions in computers in
order to provide you with practice
4.10.12. Workshop Activity: Replace
the hard drive in a desk top computer.

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 4.10.13. Workshop Activity:
Take apart a laptop computer,
including accessing all RAM, the
keyboard and screen. Then put the
laptop back together!
Table of Contents

5. Overall Assignments/Activities
5.1. Revisit and reflect on your own skill
level after having completed this module:
5.1.1. What skills do you still feel you
need in the categories covered by
this module? Make a plan for
gaining those skills and (if
appropriate) discuss the plan with
your supervisor.
5.1.2. What skills do you still feel you
need in the self-study areas
(English reading/writing, touch
typing and computer user skills)
presented at the beginning of this
module? Make a plan for gaining
those skills and (if appropriate)
discuss it with your supervisor.
5.1.3. Consider the topics covered in
Modules 2, 3, and 4 of this course
(as described in the introduction to
this module). Do you think that

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 taking those courses (or studying
the learning materials for those
courses independently) will help
you meet your career goals?
Discuss this with your instructor
and your supervisor (if appropriate)
and consider your next steps.
5.2. If you work in a project that
uses Microsoft or other types of
proprietary software, consider making
a shift over to an entirely open source
environment. What would the benefits
and drawbacks of such a shift be?
Make a list of all the FOSS software
you would need, including the names
of specific programs if possible. Also
what training would need to occur if
you made this switch?
5.3. Workshop Activity: Participate
in a team project to overhaul an old
computer. Clean the components, add
RAM to the computer, install an
appropriate operating system and
install all other necessary software.
5.4. Workshop Activity: Participate in a
workshop evaluation process.
Table of Contents

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 6. List of Internet Resources
The table below provides a list
of the Internet resources previously
mentioned in this document. The
resources are listed in the order they
appeared in this module.
Title Web Address (URL)
TypingTest.Com www.typingtest.com
Rapid Typing www.rapidtyping.com/typing-tutor.html
Alison (free online courses) http://alison.com
Sense-Lang.org www.sense-lang.org
TypeOnline.co.uk www.typeonline.co.uk
Good Typing www.goodtyping.com
European/International Computer Driving License www.icdl.org
Busuu.com (language training) www.busuu.com
English Online http://www.english-online.org.uk/course.htm
Goodwill Community Foundation (free courses) www.gcflearnfree.org
BBC World Service Learning English www.bbc.co.uk/worldservice/learningenglish/
Activities for ESL Students http://a4esl.org
UsingEnglish.com www.usingenglish.com
EnglishLearner.com www.englishlearner.com
EnglishCafe.com www.englishcafe.com
Source Forge www.sourceforge.net
Official Ubuntu Documentation http://help.ubuntu.com
Microsoft Downloads www.microsoft.com/downloads
AVG Free Antivirus http://free.avg.com
Avast Antivirus www.avast.com
Malwarebytes’ Anti-Malware www.malwarebytes.org
Microsoft Community MAR Program www.microsoft.com/communitymar
CNET Download.com www.download.com

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 Symantec Ghost www.ghost.com
Clonezilla www.clonezilla.org
Foner Books – Replacing PC Parts www.fonerbooks.com/replace.htm
Corsair Memory www.corsairmemory.com
Crucial (computer memory) www.crucial.com
Desco Electronic Recyclers www.desco.co.za

Table of Contents

7. Bibliography

Bit. (2010). In Wikipedia, The Free

Encyclopedia. Retrieved January 26, 2010,
from: http://en.wikipedia.org/w/index.php?
title=Bit&oldid=339499368
Blue Screen of Death (2010). In Wikipedia,
The Free Encyclopedia. Retrieved January
26, 2010, from:
http://en.wikipedia.org/w/index.php?
title=Blue_Screen_of_Death&oldid=336735
006 Computer. (2010). In Wikipedia, The
Free Encyclopedia. Retrieved January 26,
2010, from:
http://en.wikipedia.org/w/index.php?
title=Computer&oldid=339667990
Computer Ports (Hardware). (2010). In
Wikipedia, The Free Encyclopedia. Retrieved
January 26, 2010, from:
http://en.wikipedia.org/w/index.php?

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 title=Computer_port_(hardware)&oldid=3381
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Table of Contents

About Zambia Pacific Trust

There are many challenges for schools and
community organizations in Zambia to
consider when starting or maintaining

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 computer projects. Sourcing good quality
computers is just the beginning. The
organizations also need to consider
infrastructure issues, staff training, computer
education curricula, and internet connectivity.
Zambia Pacific Trust (ZPT) helps institutions
address these challenges through advice,
training, and a cost-sharing grant process.
ZPT currently works with five schools in the
Lusaka area, but has plans to add other
organizations in the future. For more
information please contact info@zptrust.org.

About Heidi Neff

Heidi Neff is a former high school science
teacher with 15 years of experience in the
classroom. While teaching in Seattle,
Washington, she used computers extensively
as a part of her curriculum. She also assisted
with computer training in Zambian schools as
a part of the Seattle Academy Zambia
Program. Ms. Neff starting working with ZPT
in 2006, assisting their efforts to support
school computer projects in Zambia. She is
currently a consultant specializing in IT in
Education. For more information please
contact her at heidi.h.heff@gmail.com.

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