Supporting Hardware

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					CHAPTER   Supporting
  5       Hardware
          In this chapter, students begin to learn how to support hardware. They
          determine if hardware is functioning properly, determine the likely cause
          of a problem, add new hardware to a computer system, and learn how to
          update and roll back component drivers.
          At the beginning of the chapter, introduce the Troubleshooting Hardware
          Job Aid in Appendix A. Explain that hardware problems fall into two
          categories: mechanical problems and configuration problems.

          Preparing to Teach
          To prepare for this chapter, complete the following tasks:
             Read the entire chapter and complete all the exercises and other
              step-by-step tasks.
             Familiarize yourself with the ticket tracking portion of your
              school database.
             Load the Web sites of major computer component
              manufacturers (such as Toshiba, Sony, AGP, etc.) to your
              Internet Explorer Favorites folder.
             Disable a non-essential component of your computer, such as
              the sound card, so that you can show students the symbol that
              Device Manager displays when a component is not functioning.
             Obtain a piece of hardware that can be attached to a computer
              with a USB drive port and the installation disk for the
              hardware; or, identify the Web site of the device manufacturer.
             Ensure that a networked printer is available to the students, and
              that it is not currently installed on the student computers.
             Disable one or more hardware components on several
              computers so that students can diagnose the problems and fix
              them. Be sure to document exactly what you do to disable the
              components so that you can be sure to fix them.

          Solving Mechanical Problems
          In this section and the following sub-sections, students learn how to
          determine if a component is malfunctioning; that is, it is either not
          receiving power, or is receiving power and not functioning at all. When a
          component functions, but functions incorrectly, it is classified as a
          configuration problem.
                     Deploying Student Technical Support Solutions Teacher’s Guide 1
Checking Connections
Although often overlooked, the adequate connection of cables between
the computer and peripherals, or between a computer or peripheral and
the power source, is a frequent problem. When teaching this section,
show different types of cables, and quiz students on the type of cable and
the type of port that it connects to.
Emphasize that a peripheral should be turned off before being connected
to a computer or power source, and that the operating system should be
shut down before a computer is powered off.

Using Device Manager to Check for
This section can be used as an exercise. Students should perform the
steps in this section, either while or after you demonstrate it. Device
Manager is used throughout the remainder of this course.
In Device Manager, show students the different symbols that display if a
component is not functioning.

Adding New Hardware
This section can be used as an exercise. Students should perform the
steps in this section, either while or after you demonstrate the task(s).
You must provide a device for them to install. A USB-connected external
hard disk is an easily accessible choice, and can be used by each member
of the class sequentially.
Be sure to discuss the Windows XP Professional Plug and Play feature,
which automatically installs many types of hardware. Explain that the
Add Hardware Wizard is typically used when a piece of hardware is not
being recognized by the operating system.

Other Tips for Solving Mechanical Problems
Review the tips presented for getting hardware components to work.

Solving Configuration Problems
Explain that configuration problems are non-mechanical hardware

Updating and Rolling Back Drivers
In this section, explain that configuration problems are usually related to
drivers, and explain why drivers can go bad. Discuss with students which
of the problems in the “Check This Out” box could be avoided through
preventive maintenance measures, such as restricting a user’s ability to
install software or delete important files.

           Deploying Student Technical Support Solutions Teacher’s Guide 2
Discuss the four ways to find drivers. Demonstrate how to go to
Windows Update and to a manufacturer’s Web site to find drivers.
This section can be used as an exercise. Students should perform the
steps in this section, either while or after you demonstrate the task(s).
Demonstrate how to update the driver for the device that you previously
disabled on your computer.
Discuss and demonstrate how to roll back a driver.

Installing Network Printers
This section can be used as an exercise. Students should perform the
steps in this section, either while or after you demonstrate the task(s). If a
new network printer is not available for students to add, then have them
delete a currently installed printer and then add it.
Installing network printers is an important and frequent task for any
technician supporting a school with networked computers. Have each
technician add a networked printer to his or her computer.

Solving Non-Driver Configuration Problems
Explain that devices have other properties that can be configured, and
demonstrate how to find those properties. Emphasize to students that
they should never configure any setting on the Resources tab of a
device’s Properties dialog box.

     Exercise 5-1: Find Configuration Options
In this exercise, students use Device Manager to determine the non-
driver configuration options that are available for specific devices. The
answers in italics might not reflect exactly what is available on the
devices in students’ computers.
1. Disk drive(s): Click the Policies tab. What can you configure here?
        Caching settings
2. Disk drive(s): Click the Volumes tab, click Populate, click a Volume
letter, and click Properties. Write the names of the tabs that are available
for configuration.
        General, Tools, Hardware, Sharing, Security, Quality
3. CD-ROM/DVD drives. What tabs and configuration options are
        Properties tab--Volume setting, and Enable Audio setting
        DVD Region tab--DVD region
        Driver tab--Driver update, rollback, and uninstall

           Deploying Student Technical Support Solutions Teacher’s Guide 3
4. Network Connection (under Network Adapters): What tabs appear?
        General, Advanced, Driver, Resources, and Power Management
5. On which tab can you configure Properties?
        All but the General tab

     Common Hard Disk Configuration Tasks
This section can be used as an exercise. Students should perform the
steps in this section, either while or after you demonstrate the task(s). In
this section, students learn to defragment a hard disk drive, and to use
Disk Cleanup to delete unnecessary files. You might explain the effect of
fragmentation on a disk by likening the disk to a spinning car wheel. Ask
students what would be easier—picking up several pieces of small dirt
off the spinning tire if they were all together, or if they were spread all
over the tire. Explain that when a disk retrieves data from or writes to a
disk, it is far easier to do so on a disk that is not fragmented.

     Exercise 5-2: Troubleshoot a Hardware
In this exercise, you need to supply students, or small groups of students,
with computers that have Windows XP Professional installed, and which
have a hardware problem. You might be able to use the same computers
that students used to learn about hardware. Instruct students to use the
Hardware Troubleshooting Job Aid, Device Manager, System
Information, and any other tools to identify and document the problem,
and then to resolve the problem, and document those steps. Examples of
this documentation appear in the Student’s Guide.
Introduce the ticket tracking portion of the database and have students
start a ticket, enter the problem and solution, and then close the ticket.

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           Deploying Student Technical Support Solutions Teacher’s Guide 4

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