Story Transcript
ICTSAS308
Run standard diagnostic tests This unit describes the skills and knowledge required to troubleshoot problems, identify and implement preventative maintenance techniques, and conduct diagnostic tests on a range of platforms. It applies to individuals who, while working under a level of supervision, have responsibility to action tasks in a frontline technical support capacity.
STUDENT RESOURCE
ivet.edu.au
1300 00 IVET
IVET Institute: RTO ID: 40548
CONTENTS
Elements and performance criteria.........................................................................................................................................3 Identify common symptoms and preventative maintenance techniques...........................................................5 Plan troubleshooting processes for ICT software and hardware..................................................................................................5 Determine the relevant symptoms.............................................................................................................................................................................. 9 Hardware-related faults.......................................................................................................................................................................................................... 9 Excessive heat.....................................................................................................................................................................................................................................11 Noise........................................................................................................................................................................................................................................................... 12 Software-related faults...........................................................................................................................................................................................................13 Common symptoms of software-related faults...........................................................................................................................................13 Printer-related faults..................................................................................................................................................................................................................15 Identify and select testing and preventative maintenance techniques..............................................................................16 Hard disk drive maintenance............................................................................................................................................................................................19 Operate system diagnostics.................................................................................................................................................... 23 Run the system diagnostic program according to specifications............................................................................................23 Monitor and remove system viruses.................................................................................................................................... 34 Scan system to check and maintain virus protection...........................................................................................................................37 Reporting identified viruses and proposed actions................................................................................................................................. 38 Implement approved actions to remove detected virus infections....................................................................................... 38 Document virus symptoms and removal information......................................................................................................................... 38 Conclusion....................................................................................................................................................................................... 39
Suites 210 – 212 189E South Centre Road Tullamarine VIC 3043 © IVET Created: 21/9/22 Version: 1.0
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Elements and performance criteria
ICTSAS308 Run standard diagnostic tests ELEMENT
PERFORMANCE CRITERIA
Elements describe the essential outcomes.
Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Identify common symptoms and preventative maintenance techniques for ICT software and hardware
2. Operate system diagnostics
1.1 Plan troubleshooting processes for ICT software and hardware to guide the resolution of common ICT problems based on requirements for ICT testing and maintenance 1.2 Determine and document common symptoms of ICT problems for ICT software and hardware to increase troubleshooting process efficiency and focus 1.3 Identify and select testing and preventative maintenance techniques taking into consideration the common symptoms of ICT problems to complete planning troubleshooting processes
2.1 Run the system diagnostic program according to specifications to identify required modifications in line with requirements for ICT testing and maintenance 2.2 Modify the system configuration as indicated by the diagnostic program to address symptoms 2.3 Carry out preventative maintenance techniques to address common symptoms of ICT problems
3.1 Scan system to check and maintain virus protection
3. M onitor and remove system viruses
3.2 Report identified viruses and proposed actions to superior to gain approval 3.3 Implement approved actions to remove detected virus infections using software tools and procedures and by restoring backups 3.4 Document virus symptoms and removal information to keep a record of actions for future application
3
Performance evidence The candidate must demonstrate the ability to complete the tasks outlined in the elements and performance criteria of this unit; including evidence of the ability to: y
Identify and document six ICT problems and corresponding testing and preventative maintenance techniques to provide for troubleshooting process planning
y
Implement preventative maintenance techniques to address three common symptoms of problems associated with each of the following:
y
y
desktop application
y
operating system
y
laptop
y
mobile device
y
printer
Identify and address three virus infections using a system diagnostic program
Knowledge evidence The candidate must be able to demonstrate knowledge to complete the tasks outlined in the elements and performance criteria of this unit. This includes: y
Impact of organisational structure, diagnostic testing procedures and guidelines, and software specifications on conducting diagnostic testing
y
Hardware and software diagnostic tools, including products that manage:
y
y
backup procedures
y
configuration procedures
y
hardware maintenance
y
security
Common symptoms of problems associated with: y
desktop applications
y
operating systems
y
laptops
y
mobile devices
y
printers
y
Preventative maintenance techniques relevant to maintaining hardware and software applications
y
Common diagnostic testing approaches
For more information on this unit of competency visit: https://training.gov.au/Training/Details/ICTSAS308
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Identify common symptoms and preventative maintenance techniques Whether we like it or not, computers are not failsafe. On any given day, they run multiple applications, use hardware components, interact with peripherals, and send and receive traffic. They can be in use all day, every day, and sometimes never get turned off. Problems can range from a hardware component no longer working to a software application not responding, or even worse, a virus infection or the feared ‘blue screen of death’. As an ICT support team member, part of your role will be to identify, troubleshoot, and resolve these problems, often with nothing else to go on than ‘my computer doesn’t work’. This will include troubleshooting to identify and resolve issues and undertake preventative maintenance to stop future problems from occurring. In this unit, we will explore: y
Identifying common symptoms and preventative maintenance techniques for both ICT hardware and software
y
How to operate basic systems diagnostics programs and tests
y
How to monitor and remove system viruses.
Plan troubleshooting processes for ICT software and hardware Imagine this… A team member in your organisation is working to a deadline, the pressure is on, and then all of a sudden for no reason whatsoever their computer stops working, and of course, they need the issue resolved ASAP! “My computer doesn’t work” is something that is heard around the workplace more often than you’d like to think. It indicates a problem but doesn’t give you any detail whatsoever
to identify what the actual problem might be, let alone the cause, or any possible solution. If you are operating within ICT support, whether in a primary or secondary capacity, this is the first thing they will tell you. Unfortunately, the words “my computer doesn’t work” have no real meaning to them at all! In your role, you need to learn how to ask the right questions and take notes relating to what they are saying; you then need to become versed at filling in the gaps with what they’re not saying. On most occasions, you will have the potential to visit and inspect the computer on-site, but sometimes, you may be operating remotely and can’t see the computer or device.
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ICTSAS308 - Run standard diagnostic tests
Ask questions Firstly, listen to what they are saying about the incident, then ask them questions that have a definable answer, for example, how often has this happened? Find out the “who”, “what”, and “when” of the situation. Did they install any new software or hardware recently, what time of the day did the event occur? Attempt to define whether it is a resolvable software issue or whether it may be hardware related. Form a theory on the cause but remember that you also need to test those theories to refine your understanding of the situation. ICT troubleshooting is a process of elimination and thorough fact-checking. A user may be able to give you pieces of information that will help guide you towards the error. These include error messages, which might give you a code or point of reference if a file has become corrupted etc. They may also provide event logs, including details of an error that the software encountered. Identifying the problem is about exploring possibilities and eliminating what they may or may not be. This may take some time as you need to isolate the problem, and this may take some time and a long list of questions. Try to isolate the problem into a single question. XX happens when I do XX, and XX is the result. For example: y
‘When I try to share a link on SharePoint, it produces an error’
y
‘I tried to export a video file from Premiere, and the application crashed’
y
‘I’m trying to load a web page, but the internet isn’t responding’
y
‘I’m trying to print a document, but the printer isn’t working’
Establishing a theory based on what the probable cause might be Sometimes, you may determine what you think the problem might be based on past experience, whereas other times you will need to search online resources for information that may lead you to a range of possibilities you can explore. You need to measure the evidence against the error; some problems may be very specific, for example, if a program crashes when undertaking a certain task. Or, it may be very broad, for example if the user can’t hear any sound from their speakers The reality is that it could be any number of things, and you’ll have to go through a process of elimination until you can find a specific issue and then apply a suitable solution. Remember, technology and programs are driven by a series of processes which means a list of set tasks, and if there’s a variable within that task, then the outcome will be changed.
6
Test the theory to determine whether it is the cause You will potentially have to test a range of the most common ideas before you hit the exact one, and that’s because the error could relate to any number of issues, but most likely, it will only relate to one. For example
Establish a plan of action
If a team member says they can’t hear any sound, you could start with either the hardware or the software. Make this decision based on the information you are given.
There can be any number of ways that the sound may have become muted on a computer. Some keyboards have a volume control on them, which, if you accidentally press will mute the sound.
For the case of the missing audio, it might pay to start with the hardware. You could ask: ‘Is the power light showing as being switched on?’
Muting sound within a software program such as the Desktop Spotify application may also have adjusted the volume settings, potentially without the user’s knowledge. So, what we want to deal with now is how we can implement a solution.
Yes. Then ‘Are the speakers plugged in and turned on, and is the volume up on the speakers?’ Yes. Then the volume level should be adequate.
Unmuting the sound is relatively simple. Click on the sound icon on the bottom right hand of the screen.
‘Is the audio cable connected from the sound output on the computer to the speakers?’ Yes. Then the hardware should be functional. Now we move to the software.
And then click on the speaker icon with the x next to it.
‘Is the volume on the sound (bottom right of screen) on, or muted?’
Oh, it’s muted. You should now hear a windows sound. If you can hear the sound, then you have resolved their issue. If not, then you need to continue exploring possibilities.
Bingo! You have identified the problem and can move on to the next stage.
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ICTSAS308 - Run standard diagnostic tests
Check technology is now operating and implement additional preventative measures You need to confirm that the issue is resolved, but how can you do that? Perhaps you could open up YouTube and play a video to verify that you can hear audio? If that is successful, then you have confirmed that the technology is working again. You could then discuss with the team member what might have caused the issue so that if the error occurs again, they know how to resolve it themselves.
Document your findings, actions and outcomes for later reference It is important to document each fault that occurs within the organisation. If similar errors are regularly occurring, then an ICT Manager may identify the repeat occurrences in the logbook and explore a patch or update that can be rolled out across the network to resolve any subsequent issues. Alternatively, it may be deemed appropriate to produce a FAQ document to educate staff on basic troubleshooting and possible resolutions. The most effective method of electronic record keeping is using a database to use queries to find relevant information quickly and easily.
Determine and document common symptoms of ICT problems You can fix hardware, software and network faults in a computer system with a wide range of tools. There are a variety of software applications provided with operating systems, or available for download from the internet, which you can use to help identify and resolve these faults. Using correct sources of information is also important in solving computer faults. Manufacturer manuals, websites and discussion forums all offer varying degrees of assistance to users and technical support staff. Photo by Ninel - stock.adobe.com
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Determine the relevant symptoms A computer system may suffer a vast array of faults, each requiring a different set of tools and knowledge. Knowing the causes of the most common problems and the symptoms they display is essential for identifying the source of the problem. Once the problem is identified, then you can take the necessary steps to solve the fault. Most issues fall into one of four categories: y
Hardware
y
Software
y
Network
y
Printing.
Hardware-related faults Hardware-related faults occur within the physical components of the computer. These include the Central Processing Unit (CPU), motherboard, Random Access Memory (RAM), and graphics card. Faulty hardware will generally need to be replaced; the difficult part is identifying which component is causing the fault.
POST beep codes When a computer is turned on, the motherboard BIOS (Basic Input/ Output System) completes a series of tests on the internal hardware. This ensures the basic functionality of components, and that they are all engaging with the motherboard. This is called the Power-On-Self-Test (POST). If a component fails a test,
the POST will attempt to alert the user about which piece of hardware is at fault by playing a sequence of audible ‘beeps’ through the PC speaker.
Power-on self-test
The number of beeps indicates the component that may be at fault. This can be especially handy when adding new components to a computer. For example, if you mount a new graphics card and it’s not sitting correctly, then an alert will sound.
AWARD and AMI are two companies that produce BIOS’s for motherboards. Both use different beep codes for their POST to identify faults.
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ICTSAS308 - Run standard diagnostic tests
Solving POST beep codes faults Understanding what to do once the fault source has been identified will allow you to fix the problem. The following is a list of POST beep codes from the AWARD BIOS, with descriptions of the fault and possible solutions: AWARD BIOS Beep Number/Type
Description
Possible Solutions
1 short
System boot successful
No fix required; the computer will continue to boot the OS
2 short
CMOS setting error
Caused by an incorrect setting in the CMOS (configurable section of the BIOS) Press F8 or Delete (depends on motherboard) to access CMOS Reset the CMOS settings to factory state (default)
1 long, 1 short
Memory or motherboard error
Faulty RAM or motherboard Take out and re-insert RAM Re-insert RAM module one stick at a time and reboot to identify which one is faulty Replace RAM or motherboard
1 long, 2 short
1 long, 3 short
Monitor or graphics card error
Faulty monitor or graphics card
Keyboard error
Faulty keyboard
Disconnect and reconnect the monitor Replace monitor and/or graphics card Disconnect and reconnect keyboard to the same, then a different port (if using USB) Replace keyboard
1 long, 9 short
BIOS ROM error
BIOS faulty Wipe the BIOS and re-install (‘flash’)
Continuous long beeps
Graphics card not inserted properly
Take out and re-insert the graphics card into its slot (most likely PCI-E)
Continuous short beeps
Power error
Disconnect all internal hardware from the power supply Reconnect CPU, motherboard and graphics card only Reconnect all other components one at a time If the error still present, replace Power Supply Unit.
It is important to note that passing the POST only indicates that all hardware passes basic functionality tests. It does not imply that the hardware device will function automatically. There may still be issues with outdated or corrupt drivers. Many other hardware faults will only arise once the hardware is required to complete greater processing loads and tasks that push them to maximum capacity.
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Excessive heat Hardware components will fail if they become too hot. This is done as fail-safe protection. A PC may overheat for several reasons, such as: y
High ambient room temperature
y
An inadequate cooling system
y
Sustained high processing load.
Computers have multiple cooling systems to regulate the temperature of internal components and the ambient temperature inside the computer case. Heat is generated by the components themselves that can, in turn, then heat other components In recent years, as computer components have become faster and more powerful, adequate cooling has become even more critical. High-end graphics cards by themselves can generate a lot of heat and may require dedicated cooling systems. The main components of a cooling system are heat sinks and fans. A heat sink is a large piece of metal usually made up of aluminium and copper that is tightly CPU cooler secured to the surface of a heat-generating component such as a CPU, drawing heat out of the component and dissipating it into the surrounding air. Fans keep air flowing through the system, removing heated air and replacing it with cooler air from outside the computer case.
Cooling system components A cooling system should contain several components: y
A heat sink/fan combination on both the CPU and graphics card
y
An intake fan at the bottom front of the case to draw in cool air
y
An exhaust fan located at the top of the case, or the back to remove warm air.
The heat sinks and fans supplied with a new computer will be adequate for almost all situations. Aftermarket products such as liquid cooling, or additional fans can be purchased to upgrade the cooling system if the standard solutions are not sufficient for the environment or processing load.
Symptoms of excessive heat The most common symptom of excessive heat is the computer randomly restarting, usually when under a high processing load. A component such as the CPU or graphics card may have been under a high processing load for an extended period. This generates a large amount of heat that the cooling system cannot remove fast enough to prevent the component from overheating. The computer will either restart or shut down to avoid overheating, causing damage to the component. 11
ICTSAS308 - Run standard diagnostic tests
Identifying excessive heat Computers monitor the temperature of their CPU, graphics card and motherboard chipset. These readings can be found in two ways: y
Accessing the temperature monitoring section of the BIOS
y
Installing hardware monitoring software in the operating system, such as HW Monitor (https:// www.cpuid.com/softwares/hwmonitor.html).
The maximum operating temperature of CPUs and graphics cards can vary, so the best way to test a heat issue is to repeat the processing load that you think is causing the fault while using the monitoring software. Suppose the computer consistently restarts when the CPU/graphics card reaches a certain temperature. In that case, it is reasonable to assume heat is the issue.
Solving heat-related faults
Noise Noise coming from a PC can make using it an unpleasant experience. The most common noise source is worn-out cooling fans spinning at very high revolutions-per-minute (RPM). This can be fixed by replacing them with larger, higher quality fans that spin at lower RPMs. Their increased size allows for a similar amount of air to be moved through a case while decreasing the noise generated. The most common fan sizes are 80mm and 120mm. Each case will fit a certain type, so it is important to purchase the correct one.
There are many ways to solve heat-related issues: y
Put more fans inside the computer to increase airflow in and out of the case
y
Purchase and install a higher quality heat sink/fan for the CPU or graphics card
80mm and 120mm case Fans
NG ACT NI
ITY IV
LEAR
Note: Installing a heat sink is a relatively tricky task and should not be attempted without thorough research into the process and closely following all of the instructions provided.
1
Group discussion - when computer components fail
Discuss in small groups any time where you have had a computer component fail to operate correctly. Discuss and answer the following questions: y
What was the piece of computer hardware?
y
Were you able to self-diagnose and repair it or did you require external help?
y
What was the cause of the problem?
y
Was the hardware able to be repaired, or did it need to be replaced?
y
Were there any preventative measures that could have been undertaken to prevent the incident from occurring?
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Software-related faults Software faults are related to three main areas: y
The operating system
y
Hardware drivers
y
Applications.
The operating system is responsible for the management of all the hardware and software installed on the computer. Examples of operating systems include Windows by Microsoft and OS X by Apple. Malware, programming bugs, incompatible programs and incorrect settings are the main causes of operating system issues. Hardware drivers are software installed on the computer that allows the operating system to communicate with and control the computer hardware. Applications are all the programs installed on the computer. Similar to hardware drivers, programming
bugs and out-of-date applications can cause software incompatibilities that affect the stability of a computer.
Common symptoms of software-related faults Blue-screen of death The blue-screen of death (BSOD, officially called a STOP error) is a Windows-based error screen that occurs when a critical error occurs that the system cannot recover from. A BSOD will display diagnostic information to notify the user of the source of the error. A wide variety of issues can cause a BSOD error. The most common are file system errors, incorrectly installed/out-of-date hardware drivers, and damaged/overheating hardware.
A BSOD
Hardware drivers are pieces of software that communicate between the hardware and the operating system. If they are not correctly installed, a hardware fault may occur and generate a BSOD. Many device drivers come pre-installed with Windows. However, hardware manufacturers often release updated versions to fix bugs in the driver or improve performance. While new drivers can be downloaded from manufacturer sites, you can also use Windows Update to check for and install updated drivers. Faulty hardware can also cause a BSOD, and if found, must be replaced as the hardware will most likely continue to fail. Any new hardware purchased must be compatible with the current computer setup. Overheating hardware may also cause a BSOD and can be fixed using the methods described in the Excessive Heat section of this chapter.
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ICTSAS308 - Run standard diagnostic tests
Application ‘not responding’ A relatively common software fault occurs when an application appears to ‘crash’. Here no button or icons in the application will respond to commands, and the application greys out. This generally means the application has encountered an error, and its status in the Task Manager will change from ‘Running’ to ‘Not Responding’. The application must be restarted, meaning work that has not been saved will be lost, unless the software has a robust data recovery mechanism in place. Applications are restarted by selecting the ‘Not Responding’ application in Task Manager and clicking the End Task button. Most ‘not responding’ errors are caused by bugs in the way the software application has been programmed. By downloading and installing the latest updates to all software installed on a computer, a user can be confident they have the most up-to-date and bug-free version of the software. Network issues such as a slow internet connection or a faulty ethernet cable may also cause applications to stop responding as they become stuck waiting to receive data that will never arrive. In particular, this can cause issues on autosave on applications such as Microsoft Word. Fortunately, the software will save a local copy of the file if it fails to autosave a cloud version.
Malware Malware which is short for ‘malicious software’ is a collective term used to describe software that is intended to cause harm to a computer, such as viruses, worms, trojans and key-loggers. These pieces of software can cause a wide range of issues on a computer system. In-depth descriptions of each type and how to remove such software will be detailed later in this unit.
Re-installation of OS and applications
NG ACT NI
ITY IV
LEAR
If the operating system and application software both appear to be up to date but are still suffering from errors, the next step is to reinstall the error-prone software. This involves making sure you have the installation media such as the setup executable file or installation CD, uninstalling the application through the Programs and Features menu, and reinstalling the software. Updates should then be downloaded and installed. This process should restore the application to its default state and remove any preference or settings errors in the application.
2
Group discussion - when computer software fails
Discuss in small groups any time where you have had a computer software program crash or not work correctly. Discuss and answer the following questions: y
What was the software program?
y
What was the issue?
y
Was the software patched and updated?
y
If not, why not?
y
Was it a legal copy of software or a pirated version?
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y
Was it a conflict issue with your hardware or a known bug?
y
Were you able to resolve it or did you need to devise a workaround?
y
Did you need to search online for a solution?
Printer-related faults There are a number of printer related faults you may come across.
Print spooler service Many printer errors can be fixed by simply turning the printer off, unplugging it from the wall socket for a couple of minutes, plugging back in and turning it back on. If this does not solve the fault, it may be caused by errors in the print spooler. The print spooler is an application within the operating system that manages, stores and sends documents to the printer. If the spooler fails, no documents from that computer will print. To restart the print spooler service, follow the steps below: 1.
Open Task Manager by pressing Ctrl + Shift + Esc.
2. Select the Processes tab. 3. Click the Show processes from all users button. 4. Select spoolsv.exe 5. Click on the End Process button. 6. Select on File > New Task (Run…). 7. Type spoolsv.exe 8. Click OK. Any jobs in the print queue should be cleared, and the connection to the printer will be re-established.
Printing a test page Another way of testing a printer is to print a test page. A test page will provide information about the printer such as name, location and the driver versions installed. To print a test page: 1. Select Start > Devices and Printers. 2. Right-click on the printer you wish to send the test page to and select printer properties. 3. On the General tab, select the Print test page button. A test page will be sent to the printer, confirming if it works.
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ICTSAS308 - Run standard diagnostic tests
Identify and select testing and preventative maintenance techniques Preventative maintenance techniques are strategies that stop issues from occurring. Solving faults after they occur can be time-consuming and expensive. This section will go through various techniques that will support the other maintenance strategies outlined earlier in this unit.
System failure and backup procedures A system may fail for various reasons, including software faults, viruses and malware, physical hardware damage and natural disasters. Each of these causes varies in their magnitude of system failure, ranging from one workstation that affects a single user, all the way to the destruction of a company’s IT infrastructure affecting the entire organisation.
Backup file history This application allows files to be copied to an external drive, so they can be restored if the originals are lost. To setup File history: 1. Connect an external HDD or USB flash drive to a USB port (preferably USB 3.0 or greater). 2. Select Control Panel > System and Security > File History 3. Select Add a drive. File history will search for the external HDD. Select the external HDD once found. 4. The Automatically back up files option should appear and be set to On.
5. Back up my files, select how regularly the backup should run – daily should be enough for most users. 6. Under Keep my backups, select how long backups should be stored for – Forever is the default. 7. Back up these folders, check that all the folders to be backed-up are shown. If not, click Add a folder and select the folder to backup. 8. Click the Back up now button to start the first backup. This may take some time, depending on the size of the files and folders being backed up. To stop using the drive for backup purposes, click the stop using drive button in the back-up options. 16
Power devices Faults within the electrical power supply of a computer system are one of the main causes of system failure. Lightning strikes, power outages, tripped circuit breakers or even accidentally pulling out the power cord from the wall, are common causes of power issues. Two methods of protecting computer equipment against power issues are surge protectors and uninterruptable power supplies. A surge protector is usually found inside a power board connected between the computer and the wall socket, allowing multiple electrical devices to connect to a single powerpoint. The surge protects devices from voltage spikes coming from the wall socket, which may overload and cause damage to the devices. Using a power board with an inbuilt surge protector is highly recommended for all sensitive electrical devices.
A power-board
An uninterruptable power supply (UPS) is an electrical device that provides surge protection and a backup electrical supply to a computer system if the normal mains electrical supply fails. It is essentially a large battery connected between the computer and the wall socket. If the power goes out in a building, the UPS will take over the supply of power from the mains, allowing the computer to continue functioning for as long as the UPS contains electrical charge. Depending on the capacity/quality of the UPS and power requirements of the computer system, a UPS may be able to supply power anywhere from a few minutes up to a number of hours, with the largest UPS able to power entire data centres. The main purposes of a UPS is to stop computers from unexpectedly losing power, which may lead to data corruption and hardware failure, and to allow time to correctly shut down the computer.
A UPS
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ICTSAS308 - Run standard diagnostic tests
Physical inspection
Cleaning tools
Regular inspection of the physical state of a computer system is a very important for preventing issues. Having a close look at, and physically using the external components of the computer do this. Common areas to inspect include:
Over time, internal computer hardware tends to accumulate layers of dust, dirt, carpet fibres and even pet hair inside the case. This is often the result of the cooling fans pushing air through the case and the fact that computers generally sit in the same spot for some years. These layers of dust limit the amount of air that can be moved by the cooling fans, increasing the temperature of the internal hardware. Severe levels of dirt and grime may cause overheating and lead to a critical hardware failure.
Monitor Check for cracks on the display area Check for any signs of dirt or grime on display area Check any dead pixels (LCD based monitors)
Compressed air
Check cords are securely in place
Dust can be removed from internal components using cans of compressed air. The computer
Check cords are not tangled, stretched or frayed
should be disconnected from power and disassembled into separate components before cleaning.
Check for any cracks to the monitor housing (plastic parts) Check brightness/contrast levels are appropriate
The internal components should be cleaned about once a year; however, it may require more frequent cleaning in high dust environments, such as in rooms that contain carpet. Cans of compressed air can be bought from computer stores for about $20.
Mouse Check that all buttons are functional Check and clean the underside pads if required Check cords are not tangled, stretched or frayed Keyboard Check all keys are functional Check for signs of wearing out keys Check that keys have not been moved to different positions
Lint-free cloth
Check cords are not tangled, stretched or frayed
For cleaning the monitor and other surfaces of the computer system, it is recommended to use a cotton, lint-free cloth which does not leave any residue or smears after wiping. Slightly dampen the cloth and wipe over the surface to remove any grime that may have built up. The use of chemical-based cleaners is not recommended, especially on the monitor as they can affect the anti-glare coating.
Case Check all buttons are functional Check all ports have no obstructions/bent pins Ensure there is no rubbish around the case (fire hazard) Check that there is enough room around the air vents for adequate cooling
18
Hard disk drive maintenance The hard disk drive (HDD) is one of the most important components of a computer system. The HDD acts as the long-term storage device, storing all the files/folders a user creates, along with each application and the operating system. A failing or faulty HDD can potentially lose data that can never be recovered; unless a sufficient backup strategy is in place! Keeping a HDD in good working order is paramount to preventing issues that may dramatically affect an organisation. Windows comes installed with tools to optimise the functioning of a HDD and check for faults. These tools are Chkdsk (pronounced ‘Check disk’), Disk Defragmenter and Disk Cleanup. These tools can also be used on solid-state drives (SSDs) and USB flash drives, to varying degrees.
Chkdsk Chkdsk is a tool used to check for and fix errors in the file system on the HDD. The file system is used by the OS and HDD to organise the physical locations of files on the HDD. Errors in the file system can make a computer unbootable. Chkdsk can also scan the surface of the HDD for physical errors known as ‘bad sectors’, which are then marked as being unusable. Chkdsk may also be able to fix some physical errors and recover some data that would otherwise have been lost. Chkdsk can be run in a number of ways. If there is an unexpected shut down, such as a BSOD or power failure, Chkdsk will run automatically once the computer is restarted to check for any file system corruption. This scan will take a few minutes, after which a report on the HDD will be shown.
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ICTSAS308 - Run standard diagnostic tests
There are two main ways to run Chkdsk manually. The first is via the command prompt: y
Click on Start
y
Type CMD
y
Right-click on cmd.exe
y
Select Run as administrator
This will open a command prompt window. Type the command ‘chkdsk’ (without the quotes) into the prompt and press Enter. Running Chkdsk in this way will only check for errors in the file system, it will not fix any issues that are found. To make it fix errors, use the /r switch – type’ chkdsk /r’ into the command prompt. The tool will prompt you that it cannot run as it cannot lock the ‘volume’ (the HDD, as other applications are still using it) but it will schedule itself to run at the next reboot. Note that running Chkdsk this way will only run the tool on the primary HDD, installed by the operating system. A list of all the ‘switches’ that can be used with the Chkdsk tool can be found here: https://docs.microsoft.com/en-us/windows-server/administration/windows-commands/chkdsk
The second method is via the user interface. Select Start > Computer > right-click on the disk you want to check > select Properties > select the Tools tab > select ‘Check now’ in the Error checking section of the window. This will open the chkdsk window. To fix errors on the HDD, make sure both boxes are ticked. The tool will prompt you that it cannot run right now but can be scheduled to run at the next reboot. Select the Schedule disk check button. Chkdsk can be run on any storage device, such as hard disk drives, solid state drives and USB drives.
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Disk Defragmenter Over time, the opening, editing, saving and deleting of files makes the contents of the many thousands of files stored on a HDD become separated into non-contiguous physical sectors of the HDD. Put simply, files become separated into ‘chunks’ located on different parts of the HDD as they are used. This is called file fragmentation, and it slows down file access on the PC. Files and applications will take longer to open, save and close if they are heavily fragmented, as the mechanical head of the HDD has to spend more time moving around the surface of the HDD to access all the data of files that are being used. The image below demonstrates how files can become fragmented.
To solve the issue of file fragmentation, a user can run the Windows tool, Disk Defragmenter. This tool reorganises the physical location of files on a HDD, so that the entire contents of a file are contained in contiguous sectors, speeding up file access. By default, Windows is set up to automatically run Disk Defragmenter in the background. However, after heavy HDD use over a sustained period of time, it may be beneficial to run the tool manually. To open the tool, click on Start > All Programs > Accessories > System Tools > Disk Defragmenter.
In the image above, line 1 shows five files, named A, B, C, D, E and a section of free space on a HDD.
Select the disk you want to defragment and click the ‘analyse disk’ button. If file fragmentation is above 15%, click on the ‘Defragment disk’ button to start the defragmentation process. This process may take a long time, depending on the level of file fragmentation. It is important to note due to their use of flash-based memory that contain no moving parts, solid-state drives and USB memory drives do not suffer any slowdown effects due to file fragmentation and should never be defragmented as this speeds up the process of wearing out the memory chips on these types of disks.
At line 2, a user has deleted file B, and the space on the HDD that used to be taken up by file B is now marked as free space. At line 3, a user has created a new file called F that uses the first section of free space found (the old B area) however it does not take up all the free space. At line 4, the user has created another file, G, that takes up the remaining free space of what was used for file B. At Line 5, the user adds content to file F. However, there is no more contiguous space after F, so the new contents of this file are stored in the next bit of free space, after file E.
Windows will automatically disable scheduling of Disk Defragmenter on any SSD installed in a computer; however, it is beneficial to check
this setting just to be sure. To do this, open Disk Defragmenter and check that scheduling is turned off completely, or is only set to run on HDDs, and not any SSDs installed in the computer.
File F has now become fragmented, and it will take longer for the HDD to open it.
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ICTSAS308 - Run standard diagnostic tests
Disk Cleanup Disk Cleanup is a tool that is used to remove temporary files from a HDD. When installing applications, browsing the Internet or editing documents, temporary files are often created and stored in various folders on the HDD. The number and size of these files increases with time, to the point where many gigabytes of data can be taken up with temporary files that are no longer relevant. Disk Cleanup allows you to select groups of files to permanently delete, freeing up space of the HDD to install more applications or create new files. To open Disk Cleanup, click Start > All Programs > Accessories > System Tools > Disk Cleanup. Tick the boxes for the groups of files to be removed. The amount of disk space that will be gained is shown. Click ‘OK’ to remove the files. Disk Cleanup can be used just as effectively on SSDs.
Learning Checkpoint 1 1.
If you were presented with a computer problem what would you try to do to find out what was wrong with it?
2. Why is it important to document ICT problems that occur within an organisation? 3. Why is it important to take preventative measures with an ICT network?
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Operate system diagnostics There are a variety of different features within an operating system and third-party software applications that can be used to perform system diagnostics of your computer. It is important to understand what each feature or application does and how it will benefit the computer user. Regularly you may wish to perform systems diagnostics testing on a computer. This might occur every 3 or 6 months. Think of it as equivalent to a vehicle getting serviced. Your organisation may define the time required between systems checks as well as what tests to perform.
Run the system diagnostic program according to specifications A computer operating system isn’t stagnant. Changes occur in the systems registry, and files can be updated, deleted, and sometimes becomes corrupted. This requires regular servicing and maintenance. There are a number of things you can do to keep the Windows operating system running efficiently. You need to have administrator access to the PC for most of these, as core system files may be changed. Follow your organisation’s policies and procedures for logging into a computer and making these adjustments.
Computer operation maintenance Just as a computer’s hardware needs maintenance or servicing from time to time, so too does the actual running of the computer. This includes the Operating System as well as software applications that are installed on a computer. While you can’t perform maintenance on the majority of hardware components, you can do things like updating firmware or installing updated drivers that will make them function and perform better.
What is firmware? Firmware is permanent software that is installed onto a piece of hardware. Firmware is installed on the BIOS with a computer and may also be installed on certain devices such as graphics cards. To update the firmware, you will need to follow specific instructions to update the BIOS. On a very rare occasion, you’ll update firmware, but you should only do this if you have been instructed to. Incorrectly attempting to install the firmware, and especially accidentally installing the wrong BIOS, can ‘brick’ your device, which will make it unusable.
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ICTSAS308 - Run standard diagnostic tests
For example We are going to upgrade the BIOS on this Aorus RTX 3080 Master. Firstly, you must know what model number your device is; including the revision number. This may be found on the box as in the image below.
We click Next and it will download the file:
We can see that this is an Aorus GeForce RTX 3080 Master 10G Revision 1.0
Once downloaded, there will be instructions on what to do:
The graphics card has an application called Aorus Engine, which allows us to check for any firmware updates. We can launch the application and then go to the settings.
Once the BIOS is installed, it will ask you to restart the system. You can then run the software application to see if any additional updates are required.
We get it to check for updates and it comes back with:
If all is correct, it’ll tell you there are no updates.
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Operating system updates Operating system updates close security holes within the OS, in order to stop hackers and malware from accessing the system. There are also updates that contain bug fixes and performance enhancements to improve the efficiency of the operating system or software. Being aware of update schedules allows system administrators to prepare for updates, which can occasionally cause problems with other software. If a major security threat has been identified, Microsoft will release a critical update outside the normal schedule to close the threat as soon as possible. Updates to Windows are downloaded and installed using the Windows Update tool. Run the tool by clicking on Start > All Programs > Windows Update. From this tool, you can change how and when updates are applied to the computer, check the log of previously installed updates, or start a manual check for updates. All Microsoft products can be updated using this tool.
Windows update
It is recommended that a computer should check for, and install, the latest updates every day, at a time when the computer is likely to be on but is not being used.
Photo by Claudio Divizia - stock.adobe.com
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ICTSAS308 - Run standard diagnostic tests
Start-up applications
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The number of programs running at start-up can have a dramatic effect on the performance of the computer. Having more programs running at start-up, uses more RAM to store the data they need. This means that less RAM is available for other applications. There may also be incompatibilities between two programs that are set to start automatically. It may help stop one of them from running.
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Practical - optimising your workstation
Following the instructions listed above, take steps to optimise your computer workstation. You may need Administrator access to perform some tasks.
System tray A simple way to get a rough indication of the number of applications running at start-up is to boot the computer, look at the system tray, located to the left of the clock, and count the number of icons displayed. Each of these icons represents a Windows tool or software application that is currently running. A new installation of Windows will by default display 2-4 tool icons (volume control, network, battery and action centre) depending on the hardware installed in the computer. Other icons will most likely represent software that has been installed.
System tray
If you don’t use an application very often, it may not need to be opened each time you start the computer. To stop these applications from running at start-up, access the properties of the application and look for a ‘run at Windows start-up’ or similar option and de-select it. The next time the computer boots, the application shouldn’t appear in the system tray.
Start-up folder The next place to check is the start-up folder in the start menu. Applications with a shortcut in this folder will start whenever Windows is loaded. Deleting any unrequired application shortcuts from this folder will stop applications from loading.
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The start-up tab of this tool displays a list of all the applications that will run each time the computer boots. This list displays each application’s name, manufacturer, file location (plus any commands) and registry entry location. De-selecting an application checkbox will stop the application from running at start-up; however, a user must be fully aware of the application’s purpose, as it may be required for the computer to function properly.
System configuration
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ICTSAS308 - Run standard diagnostic tests
Disabling Windows services The final way to manage start-up items is to disable unneeded Windows and application services. Most features built into Windows are run as a service, as part of a svchost.exe application. Many of these can be found in Task Manager. Disabling any unneeded services will reduce the RAM needed by the svchost. exe file. However, just like the disabling of start-up items, the user must be careful not to disable any required services that may result in Windows not functioning correctly or, worse, not rebooting. To view the list of services, click on Start > type Services.msc > Click on services.msc. This will open a list showing all the services on the operating system and whether or not they are currently running. Services can be stopped from running at start-up by: y
Right-clicking on a service
y
Selecting properties
y
Changing Start-up type to ‘Manual’ or ‘Disabled.’
As with start-up applications, services must be researched, and their purpose understood before deciding to disable them. One of the best resources for Windows services configurations is https://www. blackviper.com/service-configurations/ which includes detailed information about each service and recommended start-up settings based on the functionally required for the PC.
Driver updates Depending on the software applications that you use, there will be occasions that you need to update hardware drivers. These are the files that help the operating system know how to use the features and functions of the computer hardware. This is extremely important with a graphics card as different software applications may change how they use the hardware component to improve resource allocation. There may also be different subsets of drivers. For example, if you are using an NVIDIA graphics card, there are two types: y
Gaming drivers: designed for playing computer games. These are regularly updated to respond to new game releases.
y
Studio drivers: targeted at those using their graphics cards in conjunction with software applications such as Adobe Photoshop or 3D modelling and animation software. These are updated to respond to software patches and updates.
You can choose your preference from the GeForce Experience application as well as downloading the drivers directly from the website. It always pays to check drivers and updates, especially when new versions of the software are released. 28
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Practical - updating drivers
Check to see if there are any available updates for drivers for computer components such as a graphics card or component. Perform an update on the driver as listed above.
Updating and patching software Computer software and applications can often have bugs in them. This is not unusual, especially when you’re dealing with large software packages that have advanced computations or functions. Software developers will endeavour to roll out patches and fixes as they correct or eliminate these bugs. Your system may be set to automatic updates or you may need to check manually. Adobe Creative Cloud for example, can automatically update your applications in the background – if given the correct permissions – and you can review these updates from the Creative Cloud Desktop > Updates tab.
Device Manager Driver versions can be checked using the device manager, a tool that displays the manufacturer, version number and date for all drivers installed on the PC. Drivers can also be rolled back to a previous version if a newer version causes issues with the computer.
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ICTSAS308 - Run standard diagnostic tests
Review Windows Task Manager Task Manager is used to viewing information such as processes running, hardware utilisation, and start-up items. It can be helpful to identify if an application has crashed or uses a high amount of system resources. The most important tabs within Task Manager are: Processes Displays a list of all running processes and their current CPU, memory, disk, network, and GPU utilisation. Any processes that have crashed or are using a large amount of CPU/memory resources while idle should be closed by selecting the process and clicking End Task. Performance Displays a visual representation of system resources currently being used. If a component shows very high (99%) usage while the PC appears to be idle, it is likely the application has become stuck in a loop. Start-up Displays a list of applications that open automatically when the computer is turned on. Applications that are not required should be disabled; however, this may disable certain computer functionality.
Windows Memory Diagnostic (WMD) This application is a tool that checks the Random-Access-Memory (RAM) hardware for errors. RAM errors can cause issues such as application crashes or a BSOD. If WMD detects errors, at least one stick of RAM is faulty and needs to be replaced. To start WMD, click on Start > Windows Administrative Tools, Windows Memory Diagnostic. The computer needs to restart to run WMD, which may take some time to complete.
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Performing maintenance on laptops When performing maintenance of laptops, there are a number of things you need to do. Clean monitor Laptop monitors should be cleaned regularly to remove dirt, grime and fingerprints. The best way to do this is to use a lint-free cloth, slightly damp with lukewarm water. Check cooling vents and fans
Laptops are often used and moved from one spot to another, potentially even outside. The cooling vents and fans on a laptop should be checked to ensure they have not become blocked with dust and dirt, which may reduce airflow and increase temperatures of the internal hardware. The best way to clean laptop vents and fans is to unscrew the case and use a vacuum blower. Care must be taken when opening the laptop case.
Check case and ports for damage
The portability of a laptop means that it is far more likely to suffer physical damage to the case and ports than a desktop computer. The case and ports should be checked regularly for early signs of damage. These parts can only be replaced by the manufacturer but replacing them at the first sign of damage reduces the chances of damage to the more expensive internal components.
Performing maintenance on printers There are a series of regular processes you can perform to maintain the quality of your printer and its output. Since a printer is used on a regular basis, often by multiple staff or in some cases an entire department, you may need to schedule these performance checks on a monthly or fortnightly basis. Your printer’s user manual will have a suggested list of the checks and tests you can undertake to maintain the quality that may include: y
Running a nozzle check
y
Cleaning the print heads
y
Aligning the print heads
You may also want to open up the printer and check if any debris – such as pieces of paper or dust – might be collecting inside the device. Be careful how you remove anything caught inside. Don’t force or twist internal pieces of the peripheral as they may snap and break, damaging the equipment. Again, always follow your organisation’s policies and procedures on what you can and can’t do.
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ICTSAS308 - Run standard diagnostic tests
Mobile devices Like any other technology, mobile devices can have a variety of software and hardware problems that may occur. Identifying the difference between a hardware issue versus a software issue will determine whether the issue can be resolved by technical support or whether the device needs to be sent away to be repaired. There are two main types of operating systems for mobile phones. They are iOS (Apple) or Google Android (Samsung and other brands). Android is based on Linux and is partially open-source, making it more PC like than iOS, and enabling you to customise and control more of the features. iOS, on the other hand, is seen as more user-friendly and consumer-centric. They each operate differently with their own unique protocols, so for specific troubleshooting, you should search online for possible solutions. In terms of general solutions however, here are some of the more common issues that you may encounter: Slow phone
This may be caused by your Random Access Memory (RAM) being full of apps or files that you aren’t using; these may be running in the background. You should close any background apps that are running and clear the cache data. If the user has recently installed an app that has caused the device to operate slowly, then you may need to uninstall that. If that doesn’t work then you may need to back up the phone’s data (images, music etc.), perform a factory reset and then restore the data.
Bad battery life
If the user is experiencing short battery life, check the screen brightness and whether GPS, WiFi or BlueTooth are turned on and not being used. All of these will drain the battery while running in the background. By adjusting the screen brightness, the device won’t drain as much battery. There is also a power-saving mode that will minimise background apps and make the battery last longer. You can also check battery usage in your phone settings and close or disable any applications that are draining large amounts of battery.
Overheating phone
If the device is overheating, it could be due to the environment it is in or the battery being on the way out. It could also be related to your charger and where you store your device. Obviously, a device left in direct sunlight on a hot day is more likely to overheat than a device stored in the shade or in a room. Most devices will alert the user that they are overheating and disable functionality for a few minutes while the internal parts of the device attempt to wait for the temperature to cool down.
Full storage space
People often forget that while their images and music may be accessible from the cloud, they may also still be stored locally on the device. This also includes installing applications and games; they all take up storage space on the device which can cause it to operate slowly. When the device is full, the user won’t be able to install anything new or take any new photos. Users should regularly off-line their photos and uninstall apps they no longer use. These can either be stored on another device (PC or Mac) or in a cloud-based storage system such as OneDrive or Dropbox.
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App crashes or freezes
Although apps have been tested before delivery, they may still encounter bugs either from the software itself caused by how it interacts with the operating system or your specific hardware. If you have an older device, you may not be able to use some of the functionality coded into some of the new apps. Always check the minimum specifications that the app requires before installing. If the app regularly crashes, restart the phone and start using the app again. If that doesn’t resolve the issue, then stop the app and clear the cache data. If that doesn’t work, uninstall and reinstall the app. Search online to see if it is a common bug or something specific to your device. You may need to report the bug to the developers to see if they can resolve it.
Phone freezes
Sometimes the device can freeze, and you are unable to restart it. This will require a forced restart. Depending on your device the instructions will be as follows: Apple (iOS8 or higher)
Click volume up once Click volume down once Hold the power key for 15 seconds.
Apple (iOS7 or lower)
Press the power key + volume down key at the same time for 10 seconds or until the Apple logo appears.
Samsung
Press the power key + volume down key at the same time for 15 seconds or until the Samsung logo appears.
Sony
Press the power key + volume up at the same time for 10 seconds When the phone vibrates, press the power key like normal to turn ON the mobile phone.
Nokia/HMD
Press the power key + volume up at the same time for 15 seconds or until the Android logo appears.
Apps Not Downloading
This is usually be due to a corrupt cache on the device. You can resolve this by clearing the app’s cache, restarting the device and trying again. It could also be due to insufficient space on the device, so you may need to uninstall any apps that aren’t being used.
Micro SD card not working
The card may have errors, so try to remove it and connect via a card reader to your PC. If the card is brand new, it may need formatting. Restart the mobile device and then insert the SD card again.
Phone freezes
Sometimes the device can freeze, and you are unable to restart it. This will require a forced restart.
Damaged charging port
This can be a result of debris (dirt or dust) getting caught in the device over time. It’s safest to take to a service centre, but you can use a new and dry toothbrush to brush the port, or a dry cotton swab. Brush lightly to see if that resolves the situation.
There are other common problems specific to devices which you can search for solutions to. Remember as with any troubleshooting, compile as many of the symptoms as you can to test possible solutions.
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ICTSAS308 - Run standard diagnostic tests
Learning Checkpoint 2 1.
What is the benefit of running systems diagnostics programs on a computer?
2. Why should you be careful when you modify system configurations? 3. If a large Hard Drive was running slowly what could you do to improve its performance?
Monitor and remove system viruses A computer virus is designed to spread from computer to computer – also known as a host – and replicate itself, thereby spreading independently of the original creator. Viruses cannot exist on their own they need to be enclosed in a software application, whether it be a file or document. In slightly more technical terms, you should think of a computer virus as a type of malicious code or a
written program to alter or corrupt the way a computer operates or processes specific actions, with the intent to spread from one computer and infect another. The harm the virus may cause will depend on the design; however, it may include stealing information, hijacking resources, the corruption of files, and data destruction. A computer virus is attached to a program, a file, or a document. When that code is executed, it will infect the computer and run itself, meaning that the malicious code will sit dormant on your computer until executed. However, it is important to understand that once executed, it can steal passwords and data, log your keystrokes, corrupt your files, hijack your email contacts and spam them, and even take over your entire computer. Some of these things may only be a minor annoyance, but it’s important to note that they can also crash entire networks, steal financial records, and commit fraud on an epic scale.
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Computer viruses can be spread through a variety of means. They can arrive via email and text messages, internet file downloads and social media scam links. Your phone can also become infected with mobile viruses through the download of apps from unreliable sources. Viruses can hide within socially shared content like images, greeting cards, and video and audio files. It can be hard to tell if you’ve been infected with a virus – that may be part of the design – but there are tell-tale signs that you might be infected. These include: y
Frequent pop-up windows.
y
Changes to your homepage
y
Changes to your default search engine
y
Mass emails being sent from your email account
y
Frequent computer crashes
y
Slow computer performance
y
Unknown programs starting up when you turn on your computer
y
Unusual activities like password changes on accounts
Below are a range of common virus types: y
Boot sector virus: initiates when you turn on your computer. It can be spread by plugging an infected USB drive into your computer.
y
Web scripting virus: uses code within a web browser or web pages to infect your computer.
y
Browser hijacker: can redirect URLs and change default search engines.
y
Resident virus: sits inside your computer memory and can execute itself anytime an operating system loads.
y
Direct action virus: requires a host file containing the file to execute; otherwise, it remains dormant.
y
Polymorphic virus: changes its code each time an infected file is executed. It does this to evade detection from antivirus programs.
y
File infector virus: inserts malicious code into executable files that allow it to perform certain functions or operation on a computer system.
y
Multipartite virus: this kind of virus uses multiples approaches to infect and spread. It has the ability to infect both program files as well as system sectors.
y
Macro virus: these are written in the same macro languages used in software applications such as Microsoft Word. They spread when an infected document is opened, often through email attachments.
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ICTSAS308 - Run standard diagnostic tests
Windows security Windows has a native tool designed to protect the security of the computer from threats to its data or performance. Known as Windows security it is broken up into seven sections: y
Virus and threat protection: protects against malware and ransomware.
y
Account protection: manages sign-in options, including Windows Hello (biometric login).
y
Firewall: protects against worms and controls application access to the network.
y
App and browser control: prevents against potentially malicious applications and contains settings for secure browsing using Microsoft Edge.
y
Device security: contains options for hardware level security. Only some devices contain the hardware required for this feature.
y
Device performance & health: reports on issues with the computer, such as low disk space, application crashes, and incorrect time settings.
y
Family options: contains parental controls to monitor and protect child use of the computer.
The icon representing each section will contain a green tick if no problems are currently detected. Windows security will display notifications in the system tray if an issue is found.
Anti-virus and malware protection Most organisations will have policies and procedures in place to protect them from potential viruses. One of the means in which they can undertake this task is by requiring that antivirus software be installed on all of their workstations. Antivirus software should be running at all times, active in the background. This means anytime a file is downloaded, it is scanned before being allowed to open. This provides a security buffer for an organisation. As well as real-time protection, you can also schedule system scans of all or selected drives. We’ll take a look now at the user interface in TotalAV as an example. Total AV has 25 million users who make use of the software. It provides real-time protection and includes features such as the ability to block phishing websites, real-time antivirus and a host of others features.
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It has a control panel that allows you to customise the controls of what it filters and protects in realtime. You can also schedule a routine scan from Antivirus Scans. You can schedule a scan to occur weekly, fortnightly or monthly, and you can choose what time this will occur. It makes sense to run the scans outside of normal work hours as it can slow down your work operations. Refer to your specific software’s user manual for how to set up a scan.
Scan system to check and maintain virus protection You are also able to manually initiate a virus scan at any time; this can be beneficial in troubleshooting a potentially non-responsive computer to identify or eliminate any concerns whether the non-responsive nature is due to a potential infection.
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With Total AV this can be done from the application front by running a Smart Scan which will scan the computer memory and other resources.
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Class discussion - anti-virus software
Discuss as a class what antivirus software you have installed on your own devices or computers at home. y
How many different packages are there?
y
Are there differences between them or is there a reason that they have been chosen over another?
List all the available software packages you can find that have antivirus features and discuss what sort of business might want to use them.
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ICTSAS308 - Run standard diagnostic tests
Reporting identified viruses and proposed actions Malware can seriously damage the operating system and files of a computing system. These files will be of value to a business and may also have intellectual and financial value. There is also the potential that secure information such as passwords and credit card details may have been compromised. It may also mean that a computer is off-line for a period of time while it is repaired and the malware is removed, so there may be a loss in productivity. You should always report the discovery of malware to a superior to gain approval prior to resolving the issue for multiple reasons. Firstly, ascertain whether the chosen methodology for resolving the situation is correct. While most malware can be removed with the use of anti-virus software, others may require a system restore to repair them, and this could mean the loss of valuable data. Secondly, you need to identify whether the malware is an isolated incident. Is it attached to one workstation, or has it potentially spread through the network? What network system checks need to be undertaken. Thirdly, if there is a potential breach of usernames, passwords and credit card details, additional action will be required i.e. changing passwords, freezing credit cards so that no fraud or theft occurs.
Implement approved actions to remove detected virus infections Once you communicate to your superior the situation details and they authorise the action, you should implement them as efficiently and effectively as possible by either using malware antivirus software or restoring backups as nominated.
Document virus symptoms and removal information After this is complete and the computer has been returned to normal working order (you should run another anti-virus test at this stage to confirm that the malware has been cleared and removed), you should document all of your findings to keep a record of the malware details, how they came about, and what you did to resolve them. This will be handy for future reference and help the organisation to develop and update an infrastructure around electronic security measures that may need to be updated or expanded upon. Your organisation will have policies and procedures relating to the documentation of virus attacks and responses and logging systems in place for the management and maintenance of computer hardware, components, software and peripherals. Your organisation may have software to manage these processes or they might be populated into a Microsoft Excel document.
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Practical - running a virus scan
Spend some time with the Antivirus software you have access to. Familiarise yourself with the features and options available. Run a virus scan on your system to detect for any viruses. If you don’t have an Antivirus software installed, then install one and run a scan.
Conclusion As you become more experienced in diagnostic testing, you will be able to identify and resolve situations more efficiently and recognise signs and symptoms as they occur. Always be willing and open to learning from additional resources such as your colleagues and superiors and proactively engaging in online resources, such as YouTube troubleshooting videos or discords and forums to broaden your knowledge.
Learning Checkpoint 3 1.
How do you check if a computer has been infected by a Virus?
2. Why do you need to report identified virus to your manager or supervisor? 3. Once given the approval to eliminate the virus, what should you do? 4. Why should you document virus symptoms and removal information?
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