Computer Lab Manager Training Course

Module 1: Maintenance, Troubleshooting and Repair

Summary
This module covers topics relating to keeping computers in good condition,
troubleshooting computer problems and performing basic repairs on computers.
The online instruction portion of this module includes concepts related to computer
parts, software, viruses and basic maintenance. The face-to-face training involves
hands-on sessions with troubleshooting and repair. If practical, both laptop and
desktop computers will be used for these sessions. While these materials were
primarily designed for users of Windows operating systems, open source operating
systems are also discussed.

Module 1 Table of Contents

1. Introduction
1.1.
Introduction to the Computer Lab Manager Training Course
1.2.
Importance of Practical Learning
1.3.
Importance of Self Study
1.4.
Introduction to Module 1
1.5.
Assignments/Activities
2. Basic Computer Technical Knowledge
2.1.
How a Computer Works
2.2.
Hardware
2.3.
Software
2.4.
Assignments/Activities
3. Computer Maintenance
3.1.
Why Maintain?
3.2.
Updating Software
3.3.
Virus and Malware Prevention and Removal
3.4.
Computer Hardware Maintenance
3.5.
Peripheral Hardware Use and Maintenance
3.6.
Assignments/Activities
4. Setting Up or Customizing a Computer
4.1.
When a Computer Arrives
4.2.
Partitioning a Hard Drive
4.3.
Installing Operating Systems
4.4.
Installing and Uninstalling Other Software
4.5.
Setting Up User Accounts
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5.

6.
7.
8.

4.6.
Assignments/Activities
Computer Troubleshooting and Repair Basics
5.1.
Improving Slow Performance
5.2.
Stepwise guides for Common Problems
5.3.
Understanding Error Messages
5.4.
How to Search for Information
5.5.
How to Distinguish a Software Issue from a Hardware Issue
5.6.
Fixing Software Problems
5.7.
Fixing Hardware Problems
5.8.
Troubleshooting and Repairing Printers
5.9.
Managing E-Waste
5.10.
Assignment/Activities
Overall Assignments/Activities
List of Internet Resources
Bibliography

Module 1 Text
1. Introduction
1.1.

Introduction to the Computer Lab Manager Training Course

The Computer Lab Manager Training Course was developed by Zambia
Pacific Trust in collaboration with a variety of organizations working on IT
related development projects in Zambia. While these projects are in several
different sectors (health, education, agriculture and community), all of the
organizations recognized the need to increase the number of people who
have training in computers past the standard level of a computer user. A
particular need that was identified was for individuals who could maintain
dynamic and well functioning computer labs and other centers for IT use
within a particular project. Therefore, a multi-faceted training course was
developed to meet these needs including both the hard skills of computer
maintenance, repair, and networking and the soft skills of management,
leadership, communication and instruction. Readers may find more
emphasis shown on educational projects, since that is the area of Zambia
Pacific Trusts experience. However, most topics discussed apply equally well
in the other sectors where IT is used.
The resource books for these modules are designed to be used as a
part of an instructor-led four module course, with each course including both
a distance (online) instruction component and a one week face-to-face
workshop. This resource book is written to accompany the first of the four
modules listed below.
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Module
Module
Module
Module

1:
2:
3:
4:

Computer Maintenance, Troubleshooting and Repair

Management and Leadership
Instruction, Facilitating IT Use and IT in Education
Networking, Communication and Web 2.0

The target audience for this training course is adult learners who
already have intermediate computer user skills and significant experience
using computers. Ideally, participants are already employed as computer lab
managers, computer project coordinators or Internet caf managers. While
the course is tailored to those working in educational or community
organizations, the course is still valuable for those working in a similar
capacity in the private sector.
These learning materials are also valuable for people who are not
involved in a formal course, but instead are studying independently to
become computer lab managers or improve their skills as computer lab
managers. Learners who are using these materials for self study are
encouraged to make the training as hands-on as possible, performing as
many of the assignments and activities as they can practically achieve.
1.2.

Importance of Hands-On Learning

Throughout the computer lab manager training course, a strong
emphasis is placed on practical learning. Learners will find that theoretical
topics are covered quite briefly and more attention is paid to topics that
relate to activities that the learners will perform in their computer labs. In
the distance learning portion of each module, the majority of the
assignments require the learners to think and then act. This includes using a
local computer lab (both the computers and the community of people found
there) as an opportunity to try out skills, test out ideas and implement
improvements. The face-to-face workshops also will emphasize active
learning. Learners are asked to participate in discussions and role plays, and
are given many opportunities to learn and practice technical skills using the
available computers.

1.3.

Importance of Self Study

Every participant in this course is going to have a different starting
point of skills and knowledge. Perhaps one participant has strong computer
user skills and already has some knowledge of computer hardware
maintenance and repair, but has little skill in management and leadership.
Another participant may have significant experience in management, but not
in an IT setting. In addition, some course participants will have a high level
of formal education (such as completion of a university degree) and others
will not have had formal training past the level of grade 12. Therefore, it is
important for a learner to be self aware of his or her strengths and
weaknesses, and to work hard to overcome deficiencies due to lack of
previous training or experience.
3

There are some areas where lab managers in Zambia and other
developing countries are likely to need more training compared to their
counterparts in countries where individuals have had more experience using
computers and reading and writing in English. These three areas are listed
below:
Touch typing including proper typing posture, home keys, knowing
which fingers press which keys, using capital letters and
punctuation, typing without looking, and significant speed-building
practice
English Reading and Writing including reading comprehension,
proper spelling, grammar and punctuation, communicating clearly in
writing, and formulating/organizing letters, essays and other
documents.
Computer User Skills Including significant skill and practice with
use of an operating system, file management, and standard office
software (word processing, spreadsheets and presentation software)
Learners are encouraged to identify their own strengths and weaknesses in
these areas and self study to improve as needed. Participants in the course
will be provided with suggested resources to assist their learning (via
instructors or the assignments at the end of this chapter).
1.4.
Introduction to Module 1: Computer Maintenance,
Troubleshooting and Repair
Imagine that a community committee plans and implements a new
computer lab at a youth resource center. When the lab opens, everyone is
proud of their efforts and excited for the future. The computers are new and
fast, and everything is working perfectly. When the committee assembles
two months later for a meeting at the center, though, it is apparent that
there are a few problems. Not only is the room dusty and hot, but there are
already some signs of equipment problems. The computers are significantly
slower, and one has stopped working altogether. The committee is now
discouraged and wonders if all of the effort and funds were well spent.
No one likes to see scenarios such as the one described above, but
sadly this sort of situation is very common in new computer projects. If the
computers are not well maintained, they easily fall prey to problems caused
by heat, dust, viruses, misuse and fluctuating electrical supplies. Therefore,
a computer lab manager needs to be well trained in ways to maintain
computers and then repair them when unavoidable problems do occur. Thus
the emphasis of this module is on computer maintenance and basic repairs.
Although the theory of how a computer works is not emphasized, the module
does begin with the background knowledge that is most helpful for people
involved in hands on work in a computer lab. Some time is also spent
discussing the initial setup and customization of computers.
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1.5.
Assignments/Activities
1.5.1.Self Assessment: Touch Typing. Go to the website www.typingtest.com
and take a few typing speed tests (using different texts each time).
Report your scores to your instructor.
1.5.2.Self Study: Touch Typing. Based on your typing test results and your
ability to access the Internet, your instructor will recommend to you a self
study strategy for touch typing. If you do not have an instructor, here are
a couple of suggestions: 1. Find a free touch typing training program that
you can use on your computer (without an Internet connection). One
option is the Rapid Typing Tutor, available at www.rapidtyping.com/typingtutor.html. 2. Find a free online touch typing training program that you
can participate in. Some options are the typing courses and tutorials
offered at http://alison.com, www.sense-lang.org, www.typeonline.co.uk
and www.goodtyping.com.
1.5.3.Assessment: Computer User Skills. Discuss your computer user skills
with your instructor, and demonstrate your skills by performing a practical
activity that your instructor develops. For example, he or she might ask
you to type and format a small document using a word processing
program, or enter some information into a spreadsheet and do some
simple calculations using that data. If you do not have an instructor, find
an IT literate individual in your community who can assess your skills. You
can also perform a self assessment by attempting suggested activities in
an IT user skills curriculum that is available in your area. You can also
download sample test papers for the ICDL/ECDL certification
(International/European Computer Driving License) from www.icdl.org.
1.5.4.Self Study: Computer User Skills. Discuss with your instructor to
determine the best course of study for you to continue to improve your
computer user skills. If you do not have an instructor, find an appropriate
IT curriculum that you can work through on your own. Many community
computer projects will have access to the Microsoft Unlimited Potential or
Microsoft Digital Literacy learning materials. You can also study the
Microsoft Digital Literacy course and other IT courses online for free
through http://alison.com.
1.5.5.Assessment: English Reading and Writing. Discuss your English
reading and writing skills with your instructor, and demonstrate your skills
by performing practical activities that your instructor develops. For
example, he or she might ask you to read and explain a short document
or write a professional letter. Alternatively, you can take an online
business English test at http://alison.com/courses/Business-English-Test-LTE. A simpler English test can be taken at www.busuu.com/quiz. The
English-Online website (http://www.english-online.org.uk/course.htm)
provides a variety of tests to help users asses their level of English
understanding.
1.5.6.Self Study: English Reading and Writing. Discuss with your instructor to
determine the best course of study for you to continue to improve your
5

English reading and writing skills. If you do not have an instructor, there
are some free online options to help you improve your English including
basic online courses and tutorials through www.busuu.com and
www.gcflearnfree.org. Some intermediate level courses are available
online through http://alison.com. Some more advanced quizzes and
activities (but not full courses) are available through
www.bbc.co.uk/worldservice/learningenglish/, http://a4esl.org,
www.usingenglish.com, www.englishlearner.com and
www.englishcafe.com. The last site also provides opportunities to
practice and learn through conversation. For all English learners, the
most important thing to do is practice your skills. Read, write and speak
English as frequently as is possible.
Table of Contents

2. Basic Computer Technical Knowledge

2.1.

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):

Input

Processing

Stor

Via keyboard,
mouse
or microphone
Thecod
in
The
information
is digitized, becoming a simple

Output

Further Processing

Information is shared via monitor,

If instructed
printer, speakers
to do so,or
the
projector
informatio

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!
2.2.
Hardware
2.2.1.
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
7

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
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 computers 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 computers 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.

Figure - Inside a Desktop Computer Case

10

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 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.
2.2.2.
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.
11

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.

12

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.

Serial Port (left)

Parallel Port (right)

PS/2 Ports

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.

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

PS/2. Until recently, this type

of port was commonly used to
USB Ports
connect keyboards and mice to
computers. Most desktop
Figure - Back of Desktop Computer Showing Ports
computers have two of these
round ports for six pin connectors, one for the mouse and one for the
keyboard.
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.
TRS. TRS (tip, ring and sleeve) ports are also known as ports for minijacks 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.
13

2.3.
Software
2.3.1.
Software Types and Categories
As mentioned in section 2.1, 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. 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 arent 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 (see section 3.3).
Productivity Software. This is one term used to describe the type of
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.
2.3.2.
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 arent 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 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
14

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.
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.
2.4.
Assignments/Activities
Please Note: Throughout this module there are assignments that require a
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 caf 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.
2.4.1.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.
2.4.2.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.
2.4.3.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 also state
whether they are proprietary or open source. If you are having trouble
15

finding out information about some of your programs, here are some tips:
To find out about your computers 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.
2.4.4.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.
2.4.5.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? What factors went into the decision to
choose an operating system?
2.4.6.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.
2.4.7.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.
2.4.8.Workshop Activity: Participate in a group discussion or a debate on the
advantages and disadvantages of using open source software.
2.4.9.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.
Table of Contents

3. Computer Maintenance
3.1.

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 dont 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 dont 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.
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3.2.

Updating Software
Software programmers gradually develop updates for their software
packages as they 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.
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
computers 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 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 www.microsoft.com/downloads.
17

3.3.

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 anti-virus 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
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 downloads 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 AntiMalware 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.
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 isnt 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

3.4.

Computer Hardware Maintenance

18

There are some common hardware problems that can be avoided, or at

least made less frequent by taking particular preventive measures with
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
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 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
19

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 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 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.
3.5.

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 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.
20

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 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 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.
3.6.
Assignments/Activities
3.6.1.Find and open the anti-virus software on a computer. Check to see if
the virus database is up to date. If it isnt, 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.
3.6.2.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 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.
3.6.3.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.
3.6.4.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.
21

3.6.5.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.
3.6.6.Workshop Activity: Using provided tools, find and tighten all of the
screws on a laptop computer.
3.6.7.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

4. Setting Up or Customizing a Computer

4.1.
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 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).
4.2.

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 users documents and settings are not lost in the process. This
sort of partitioning is usually done when installing a computer operating
22

system. Computer lab managers can see the tip box in the next section for
more information on this process.
A computer lab manager can,
however, create a new partition at
any time. If a new computer arrives
with an operating system installed
but without a separate partition, the
computer lab manager may want to
add one or two partitions. A
separate partition can also be used
by a computer lab manager that
would like to have two different
operating systems on the same hard
drive, with one operating system
loaded onto each partition. The tip
box here describes the process for
creating a partition after an
operating system has already been
installed.

Tips for Partitioning a Hard Drive

Please Note: The instructions below are for a
computer running Windows XP or Vista that
a computer lab manager would like to add a
partition to without reinstalling the current
operating system.

1. Go to Start Control Panel

Administrative Tools (for Windows
Vista, Administrative Tools is found inside
System and Maintenance).
2. Double click on Computer
Management, and then from the left
side of the window select Disk
Management.
3. The window that appears will show the
different disks in the computer. Right
click in the space to the right of the label
4.3.
Installing Operating
for the hard disk, and click New Simple
Systems
Volume. The New Simple Volume wizard
If a computer project receives
will open. Follow the prompts to format
a new computer with no software or
the new volume with an NTFS file system.
with an unlicensed operating
Please Note: if a disk is already partitioned,
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 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.

23

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!
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
4.4.

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 unnecessary,
inappropriate or slowing down the computer. The steps for properly
uninstalling software are shown in the tip box here.
24

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 arent 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.
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.

25

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 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 giving you some
options about how to setup the program, including language choices,
4.5.
Setting Up User Accounts
A user account is a set of information that is used by a computers
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 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
26

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 or
change the passwords on user accounts as needed to control access.
4.6.
Assignments/Activities
4.6.1.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.
4.6.2.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 arent sure which software is
unnecessary, ask for assistance and permission first.
4.6.3.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 browse through
the different categories of programs. See if you can find some that would
be useful for a computer project in your area.
4.6.4.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?
4.6.5.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.
4.6.6.Workshop Activity: As a group, install a new operating system on a test
computer.
4.6.7.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 computer used in the
previous activity.
Table of Contents

5. 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
27

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.
5.1.

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 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.
5.1.1.
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 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.
5.1.2.
Excess/Unused Files
As a hard disk becomes full, a computers 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 computers hard disk. Therefore, it is wise for a
computer user not to keep files that are no longer needed. Files that have
been stored in a users 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
28

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 then (with the users
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.
5.1.3.
Excess/Unused Software
Excess software, particularly if it is software that loads when the
computer is booting up, can certainly slow 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.
5.1.4.
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. 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
29

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.
5.1.5.
Malware
Viruses, worms, spyware and adware are collectively known as
malware. These undesirable programs, which are usually added without a
users 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 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.
5.1.6.
Overheating
Excessive heat can cause a significant decrease in computer
performance. In order to cool down an overheated 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.
5.1.7.
Insufficient RAM
If none of the measures discussed above have resulted in improved
performance, its 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
30

operate slowly 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 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 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.
5.2.

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.
5.2.1.
The Computer Freezes
It is relatively common for a computer to freeze. When a computer
freezes it might look like everything on the screen has gone still, or the
computer may no longer responding to the inputs (such as mouse clicks) of
the user. It is also possible that a single program will freeze while the rest of
the computer remains functional. These problems are not something to panic
31

over, since often they

instead a sign of a
small glitch 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.
5.2.2.
The
Computer
Wont Turn On
It can be very
frustrating to have
a computer that is
totally dead. Its
not working at all
and the user
doesnt know the
cause. This tip
box includes some
steps to take to
identify and
address some

are not a sign of a major hardware problem but

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

32

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 arent 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.
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 wasnt 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

5.3.

Understanding Error Messages

Often when there is a problem with a computers 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.
5.3.1.
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 doesnt 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.
33

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.
5.3.2.
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:
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.
5.3.3.
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 suggestions for managing the Blue Screen of
Death are shown in the tip box here.

34

Tips for Managing the Blue Screen of Death

1. Take a deep breath. It may not be a serious problem, and panicking
wont 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. Its possible that the event was random and wont occur again,
or its 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 speed and RAM) for running that
software.
5. Make sure that the computers 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).
5.4.

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 Help and Support
and then see which categories of help best match the problem.
If a computer lab manager doesnt 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
35

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.
5.5.

How to Distinguish a Software Issue from a Hardware Issue

It isnt always
easy to know the
Tips for Distinguishing Between Hardware
source of a computer Problems and Software Problems
problem, but
determining whether
1. Make sure you reduce possible external problems
the problem is with
before proceeding. This means unplug any external
devices (such as hard drives, scanners or printers),
hardware or software
and remove any floppy, CD or DVD disks from their
will help give a
drives.
computer lab
2.
Were there any loud noises or smoke when the
manager some
problem first appeared? Then it is probably a
direction for action in
hardware problem, with the most likely culprit
troubleshooting and
being the power supply unit.
repair. Some
3. Is the computer entirely dead? Or the screen blank?
general guidelines
Or the screen showing a poor/incomplete picture?
for distinguishing
These faults are probably also due to hardware
between hardware
problems.
problems and
4. Does the computer produce a series of beeps? This
is a code that can be used to distinguish some
software problems
hardware problems.
are in the tip box
5.
Does the system give any error codes or
here, but one
descriptions while booting? These can be due to
general bit of advice
hardware or software problems. Take careful note
is important for all
of all information given in the error code.
computer
6. Does the computer produce error information after
troubleshooters:
it has booted or only when you open specific
think about what
programs? These error codes are probably due to
was happening just
software problems.
before the problem
7. Have any recent changes been made to hardware
or software (including BIOS settings)? If so, these
occurred. If new
are likely culprits.
software was just
8. Has the computer been exposed to viruses or other
installed, it is quite
malware? This could be a cause of software
likely that the
problems.
problem is caused by
9. Use the Device Manager, which can found on many
that new software. If
a power surge occurred, it is possible that hardware problems were caused
by that power surge.

5.6.
Fixing Software Problems
5.6.1.
Using Safe Mode
36

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).
5.6.2.
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 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 softwares 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 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.
5.6.3.
Reinstalling Software
If updates and patches havent 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. Its 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
37

manager should make sure that all computer data has been backed up
before taking this action.
5.6.4.
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
computers 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.
5.6.5.
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 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.
5.6.6.
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 computers
38

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 an image, the computer lab manager should make sure
that the computer is set up Tips for Creating a Computer Image
perfectly and free of any
malware. Images are best
A computer that is going to serve as an
made when a computer is
image or clone, to be used on other
newly setup, before it has
computers, should meet the following
seen much use. However
criteria:
the lab manager should
1. Its make, model and hardware are
make sure that the
identical (or nearly so) to the computers
computer that is being
that it is going to be used to clone. It is
used to create the image
important that it only be used to reimage
has already been loaded
computers that have hard drives of the
with all the utilities,
same size or larger.
productivity software and
2. It is new or has recently had its operating
educational materials that
system and other software reinstalled.
are commonly used in that
This reduces the chance that it would
computer lab. The tip
have any malware or have had
box here suggests some
undesirable changes made to software
items. The computer lab
settings. Also all of the software should
manager should also make
have been recently updated.
sure that all of the
3. It does not contain any personal files or
programs have been
other unnecessary files, folders or
updated fully, as discussed
software.
in section 5.6.2 of this
4. It does include software that is going to
module.
be commonly used on the computers that
it is going to be used to image. For
Before creating an
example it should include:
image, a computer lab
a. Common utilities such as antivirus
manager needs to consider
software and printer drivers
two questions: 1. What
b. Productivity software such as Microsoft
drive should be used to
Office or Open Office
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
39

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 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 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.
5.7.
Fixing Hardware Problems
5.7.1.
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 labs 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 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
40

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 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 equipment such as RAM, CPUs and
motherboards. Therefore it is important for the computer lab manager
to ground him or
herself before
Tips for Avoiding Electrostatic Shocks
working with
computer
1. Avoid walking around as much as possible
equipment. The tip
while working on a computer. Shuffling
box here gives
your feet (particularly on carpeted
some suggestions.
surfaces) can build up electrostatic
If electrostatic mats
charges.
or grounding wrist
2. Make sure to ground yourself before
straps are available
beginning a computer repair. The
locally, these items
simplest way to do this is to touch a large
can also be used to
metal object (such as a filing cabinet or
prevent
metal computer case).
electrostatic shocks. 3. Before picking up each new computer
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 workers 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.
5.7.2.

Hardware Repair Planning and Strategy

41

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 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.
5.7.3.
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.
42

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
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
Figure - Replacing a Power Supply
power supply. Doing this one by one
For the complete procedure see
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.
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 below to replace the hard
drive with a known working hard drive.
43

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 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 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.
Figure - Removing a Hard Drive
4. Remove the long ribbon cable For the complete procedure see
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 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
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.

44

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 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 compartment and
unscrew the screw or screws
holding the lid in place.
Remove the lid and examine
how the hard drive is
attached to the computer.
Figure - A Laptop Hard Drive in its "Cage"
Most likely you will see that
the hard drive is attached to a For the complete procedure see
cage or brackets that will slide out with the hard drive (see photo).
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 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
45

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
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 and press down firmly on
the top of the RAM at both ends
(see photo). When the RAM
module is correctly seated, the
Figure - Installing RAM
retaining clips will automatically
For the complete procedure see
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. When the screws for this
compartment are removed (but dont 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,
46
Figure - Replacing Laptop RAM
For the complete procedure see

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 for accessing and removing these parts. 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!
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.
5.8.
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 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
47you are using and not the printer.
application (productivity software)
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.

5.9.

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

5.10.
Assignments/Activities
5.10.1.
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.
5.10.2.
Update the operating system and productivity (office) software
for a computer. Describe the process you used in each case.
5.10.3.
Practice running a disk defragmenter and disk cleanup program
on a computer. Note any change in performance from before and after
defragmentation.
48

5.10.4.
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.
5.10.5.
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).
5.10.6.
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.
5.10.7.
Observe a computer repair technician in action. Notice what
techniques he or she uses to avoid 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.
5.10.8.
Practice properly uninstalling and reinstalling a software program.
Choose something that you have a current installer file for.
5.10.9.
Practice starting a computer in Safe Mode. Take note of which
features of your computer function in Safe Mode and which have been
disabled.
5.10.10.
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.
5.10.11.
Workshop Activity: Practice troubleshooting malfunctioning
computers. The instructor may intentionally produce malfunctions in
computers in order to provide you with practice
5.10.12.
Workshop Activity: Replace the hard drive in a desk top computer.
5.10.13.
Workshop Activity: Take apart a laptop computer, including
accessing all RAM, the keyboard and screen. Then put the laptop back
together!
Table of Contents

6. Overall Assignments/Activities
6.1.
Revisit and reflect on your own skill level after having completed this
module:
6.1.1.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.
49

6.1.2.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.
6.1.3.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 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.
6.2.
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?
6.3.
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.
6.4.
Workshop Activity: Participate in a workshop evaluation process.
Table of Contents

7. 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
TypingTest.Com
Rapid Typing
Alison (free online courses)
Sense-Lang.org
TypeOnline.co.uk
Good Typing
European/International Computer
Driving License
Busuu.com (language training)
English Online
Goodwill Community Foundation (free
courses)

Web Address (URL)

www.typingtest.com
www.rapidtyping.com/typing-tutor.html
http://alison.com
www.sense-lang.org
www.typeonline.co.uk
www.goodtyping.com
www.icdl.org
www.busuu.com
http://www.englishonline.org.uk/course.htm
www.gcflearnfree.org
50

BBC World Service Learning English

Activities for ESL Students
UsingEnglish.com
EnglishLearner.com
EnglishCafe.com
Source Forge
Official Ubuntu Documentation
Microsoft Downloads
AVG Free Antivirus
Avast Antivirus
Malwarebytes Anti-Malware
Microsoft Community MAR Program
CNET Download.com
Symantec Ghost
Clonezilla
Foner Books Replacing PC Parts
Corsair Memory
Crucial (computer memory)
Desco Electronic Recyclers

www.bbc.co.uk/worldservice/learningeng
lish/
http://a4esl.org
www.usingenglish.com
www.englishlearner.com
www.englishcafe.com
www.sourceforge.net
http://help.ubuntu.com
www.microsoft.com/downloads
http://free.avg.com
www.avast.com
www.malwarebytes.org
www.microsoft.com/communitymar
www.download.com
www.ghost.com
www.clonezilla.org
www.fonerbooks.com/replace.htm
www.corsairmemory.com
www.crucial.com
www.desco.co.za
Table of Contents

8. 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=336735006
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?
title=Computer_port_(hardware)&oldid=338140393
Computers for Zambian Schools. (2008). Basic Computer Maintenance and
Troubleshooting. Lusaka, Zambia.
51

PCTechBytes. (2009). Computer Troubleshooting Zone. Retrieved January 26, 2010,

from PCTechBytes: http://www.pctechbytes.com/troubleshooting/
Rosenthal, M. (2009). Replacing Laptop Hard Drives. Retrieved January 26, 2010,
from Foner Books: http://www.fonerbooks.com/laptop_1.htm
Rosenthal, M. (2008). Replacing PC Parts. Retrieved January 26, 2010, from
http://www.fonerbooks.com/replace.htm
Rosenthal, M. (2009). Upgrading Laptop Memory. Retrieved January 26, 2010, from
Foner Books: http://www.fonerbooks.com/laptop_2.htm
Yarnold, S. (2008). Upgrading and Fixing a PC, Second Edition. Warwickshire,
United Kingdom: In Easy Steps Limited.

52