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Finally, and most importantly, you should cultivate a good troubleshooting methodology It s difficult to give you a specific checklist, but the following guidelines should help: Make sure you have the proper tools for the situation Back up as much as possible before touching anything Analyze, progress from simple to complex, and swap known good for bad Don t forget that many times, the client will be there with you, hanging on your every word Explain the steps you are taking to configure a new system, or to repair damage and recover data from hardware failure or malicious software When backing up data prior to working on a system, err on the side of caution; make your best effort to determine which data is vital to your client and to their business, even if they are vague about what data needs to be protected Try to give them realistic expectations of what you likely can or cannot do, so that the outcome is a pleasant surprise rather than a bitter disappointment
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Ideally, you should have a classmate play the role of the client while you play the role of the PC tech Work through the scenario in a live person-to-person role-playing of the situation, just as if it were real If possible, try to work with different classmates through each of the different scenarios, and try to spend time playing the client as well as the tech
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Lab Exercise 2001: Scenario #1: Computer Obsolescence and Expense of Replacement
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An independent salesperson for a multi-line musical instrument dealer walks into your shop carrying a weathered laptop case He lays the case on the counter and asks simply, Is there anything you can do You open the case to find a late-1990s model IBM ThinkPad You open the lid on the ThinkPad and
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294 20: The Complete PC Technician
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see a semicircle indentation and spider-web cracks all across the screen The liquid crystal display (LCD) panel has been completely smashed!
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As the expert in this situation, you have to make some decisions about what would ultimately be the most timely and cost-effective solution You then have to explain your recommendations to the client carefully and respectfully, as either solution will most likely be costly and therefore stressful for him
Cross-Reference
Before you work through the role-playing scenarios, go back and re-read 20, The Complete PC Tech, in Mike Meyers CompTIA A+ Guide to Managing and Troubleshooting PCs, Vol 1: Essentials
Learning Objectives
This exercise will test your ability to stay cool in the face of a concerned client, even as you may have to deliver news that the client doesn t want to hear At the end of this lab, you ll be able to Assess the damage and back up the client s data Convey the options available to the client Provide a recommended solution to the client
Lab Materials and Setup
The materials you need for this lab are A partner or classmate to play the role of the client (if you don t have a partner, you can still work through the scenario and complete the Lab Analysis Test at the end of the chapter) A notepad or computer-generated trouble ticket to simulate the practice followed in many computer support organizations A demo computer and/or Internet access, to re-create the scenario and research options on vendor Web sites and tech forums (optional)
Getting Down to Business
To begin, have your partner read the Client section that follows You will then read the PC Tech section and use the specifics to analyze the situation and recommend the best course of action Sit down and work through the scenario with your partner If possible, use the Internet or demo computers to make the role-playing scenario more valid
Lab Exercise 2002: Scenario #2: Hardware Failure, or I Can t See Anything! 295
CLIENT:
You are an independent salesperson for a multi-line musical instrument dealer and spend about 20 days a month on the road You use the laptop to keep all of your customer data and product information up to date You were finishing up a particularly busy week when you fell asleep with the laptop on your lap You placed the laptop next to your bed in the hotel only to step on it in the middle of the evening Your entire business relies on the information contained in the computer, and having it down, even for a short time, is going to create problems Along with the time-critical issues, you are also basically self-employed, since you are an independent salesperson; you pay your own travel and lodging expenses, health benefits, and life insurance A costly repair or replacement was not in the planned budget until forever You do know that working with a dial-up connection to the Internet in hotels and using floppies to transfer files between your laptop and your home computer (when you re there) is becoming cumbersome
PC TECH:
As the technician, you are going to analyze the laptop and quickly recommend that the hard drive be backed up immediately Using a laptop Integrated Drive Electronics (IDE) harness and duplicating the hard drive to a volume on the shop data server, you can alleviate the customer s concern that all his data will be lost You know that the computer is over six years old, and that the replacement screen and labor to install it are probably going to cost a fair amount You use the Internet to research replacement LCD screens and try to estimate the overall cost of the repair Not only is it expensive, the availability of the screen is backlogged over three weeks It is also a good bet that other components in the computer will begin to age and fail even if the screen repair is warranted The laptop does not have wireless access, there is no Universal Serial Bus (USB), and the CD-ROM drive is just that, a CD-ROM drive! Your job is laid out before you You need to discuss the options of repairing the current computer, warts and all, or having the client upgrade to a current-day laptop
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