Workstation Setup Evaluation and Troubleshooting

Managing File and Folders

Rules for naming files and folders

• Name so the file or folder you want is easy to find
• Make names short but descriptive
• Use 25 characters or fewer
• Avoid using special characters
• Use capitals and underscores
• Consider using a date format

Introduction to Workstation Evaluation, Setup, and Troubleshooting

Screen Capture and Tools

Screen capture on macOS

Saves screenshots on the desktop.

• Command + shift +3
  • Capture entire screen
• Command + shift +4
  • Capture part of the screen
• Command + shift +5
  • Capture as photo/video

Screen captures on Windows

Saves screenshots to the screenshot folder.

• Windows + PrintSc
  • Capture entire screen
• Alt + PrintSc
  • Capture active window
• Windows + Shift + S (Opens up snip and sketch tool)
  • Entire screen
  • Part of the screen
  • Active window

Screen captures on a Chromebook

Saves screenshots to Downlaods or Google Drive.

• Ctrl + Show Windows
  • Capture entire screen
• CTRL + shift + show windows
  • Capture part of the screen

Evaluating Computing Performance and Storage

Assessing processor performance

• The processor’s speed
• The number of cores
• The bus types and speeds
  • Located on the processor’s perimeter
  • The data highway wiring from the processor to other board components
• The presence of cache or other onboard memory

Bus types

Historically, three bus types:

Bus alternatives

Replacement technologies include:

And others.

Cache

• Consist of processor platform memory that buffers information and speeds tasks
• Can help offset slower processor speeds

Storage

RAM error symptoms

• Screen or computer freezes or stops working
• Computer runs more slowly
• Browser tabs error or other error messages display
• Out-of-memory or other error messages display
• Files become corrupt
• Computer beeps
• A “blue screen” with an error message displays

Workstation Evaluation and Setup

Identifying user needs

Environment: Where does the use work?

What are the user’s workspace conditions?

Network access: What are the user’s options?

Data storage requirements:

Application requirements:

Evaluating peripheral needs

Suggested computing solutions

Evaluating computing options

Purchasing decisions

Four important considerations:

Workstation setup

Environment

• Is a desk present or needed? If so, is the desk safe and sturdy?
• Is a chair present? If so, is the chair safe and sturdy?
• Is lighting present?
• Are electrical outlets present, of appropriate amperage and grounded?
• Can the use physically secure the computer?

Unboxing

• Read and follow the manufacturer’s practices for workstation setup
• Move boxes and packing materials into a safe location, out of the user’s workspace

Cable management

Reduce service calls with three practices

• Install shorter cable lengths where possible
• Securely attach and identify each cable
• Collect and tie the cables together

Electrical

Safety for you and your user:

• Label each electric cable.
• Verify that electrical connections are away from the user and are accessible.
• Connect power supplies to their assigned wall or power strip location. Note the wall outlet number.

Ergonomics

Can the user work comfortably?

• Feet are on the floor.
• Monitor at or just below eye height.
• Arms are parallel with the keyboard, table, and chair.
• Shoulders are relaxed and not hunched.
• The environment provides enough light to see the display and keyboard.
• Cords and cables are out of the way.

Workstation setup

• Power on the workstation and peripherals
• Setup the operating system and options for the user:
  • User logon credentials
  • Keyboard options
  • Monitor resolution
  • Printer connections
  • Sound options
  • Security options
  • Network connections
• Select the user’s default browser
• Uninstall bloatware or unnecessary software
• Install and configure additional productivity software
• Modify the desktop Productivity pane
• Setup backup options

Introduction to Troubleshooting

3 Basic Computer Support Concepts

• Determining the problem
  • Ask questions
  • Reproduce the problem
  • Address individual problems separately
  • Collect information
• Examining the problem
  • Consider simple explanations
  • Consider all possible causes
  • Test your theory
  • Escalate if needed
• Solving the problem
  • Create your plan
  • Document the process beforehand
  • Carry out the solution
  • Record each step
  • Confirm the system is operational
  • Update your documentation

Troubleshooting

“Troubleshooting is a systematic approach to problem-solving that is often used to find and correct issues with computers.”

Troubleshooting steps

1. Gathering information
2. Duplicating the problem
3. Triaging the problem
4. Identifying symptoms
5. Researching an online knowledge base
6. Establishing a plan of action
7. Evaluating a theory and solutions
8. Implementing the solution
9. Verifying system functionality

Restoring Functionality

Common PC issues

Internet Support

Manufacturer Technical Support

• Before contacting support:
  • Have all documentation
  • Be prepared to provide:
    • Name of the hardware/software
    • Device model and serial number
    • Date of purchase
    • Explanation of the problem

CompTIA troubleshooting model

The industry standard troubleshooting model comes from The Computing Technology Industry Association (CompTIA)

CompTIA model steps

1. Identify the problem
2. Gather information
3. Duplicate the problem
4. Question users
5. Identify symptoms
6. Determine if anything has changed
7. Approach multiple problems individually
8. Research knowledge base/Internet
9. Establish a theory of probable cause
10. Question the obvious
11. Consider multiple approaches
12. Divide and conquer
13. Test the theory to determine the cause
14. Establish a plan of action
15. Implement the solution or escalate
16. Verify fully system functionality and implement preventive measures
17. Document findings/lessons, actions, and outcomes

Advanced Microsoft Windows 10 Management and Utilities

Policy management

• Applies rules for passwords, retries, allowed programs, and other settings
• Type “group policy” in the taskbar search box
• View Edit group policy and click open
• Select the User Configuration settings to view its details and edit policy settings

Process management

• Schedules processes and allocates resources
• Task manager

Memory management

Windows uses:

• RAM for frequent memory tasks

• Virtual memory for less-frequent tasks

  When you notice that:

• Performance is slow
• You see errors that report “low on virtual memory”

Service management

• Automatically manages background tasks and enables advanced troubleshooting of performance issues.
• Capabilities include:
  • Stopping services
  • Restarting services
  • Running a program
  • Taking no action
  • Restarting the computer

Driver configuration

Drivers are the software components that enable communications between the operating system and the device

Utilities

Utilities help you administer and manage the operating system:

Introduction to Business Continuity Principles

Business continuity

• Risk management strategies minimize productivity issues
• Business continuity is having a plan to deal with disruptions
• Necessary for all businesses to remain operational under any circumstances

Fault tolerance

• Ability of a system to continue operating when one or more components fail
• Anticipates disruptions and develops contingency plans
• Design systems without single points of failure

Redundancy

• Minimizes the effects of system outages
• System redundancy strengthens existing fault tolerance levels
• Network redundancy seeks to prevent system outages
• Hardware redundancy serves as a solution to a server outage
• Additional capacity of a computer network above what is needed
• Safety net for the almost inevitable system or component failure
• Backup system at the ready
• 5 types of redundancy

Data redundancy

• First type of redundancy
• When the same piece of data exists in multiple places
• Might cause data inconsistency
• Multiple versions of the same file on a network
• Real-time syncing of data across all backups to ensure consistency

RAID redundancy

• Redundant array of independent disks (RAID)
• RAID 0: Allows a storage system to tolerate individual disk unit failures
• RAID 1: Exact copy (mirror) of a set of data on two or more disks
• RAID 5: Minimum of three hard disk drives (HDDs) and no maximum

Network redundancy

• Process of adding additional network devices and lines of communication
• Features include:
  • Multiple adapter cards and/or ports for individual hosts
  • Load balancing to distribute traffic across multiple servers
  • Multiple network paths
  • Routers can detect issues and reroute data

Site redundancy

• Ability to lose an entire site without losing signaling or application state data
• Guards against total loss of operations
• Employs the process of replication to synchronize data among multiple sites
• Ensures data access

Power redundancy

• Two independent power sources
• Eliminates potential downtime from the loss of the primary power source
• An uninterruptible power supply (UPS) adds another layer of protection against system downtime
• UPS is less expensive than a backup power generator

Backup requirements

• Create a copy of data from which a business can restore when the primary copy is damaged or unavailable
• Have a specific and sequential strategy for backups
• Identify key backup concerns
• Select appropriate backup types

Backup methods

• Full – Copies all files
• Incremental – Copies only those files that have been altered since the last full backup
• Differential – Saves only the difference in the data since the last full backup
• Daily – keeps a backup of just those files that have been modified the same day the backup is done

Backup storage devices

• Used to make copies of data that is actively in use
• Provide redundancy of data residing on primary storage (usually a hard disk drive)
• Examples: USB drive, external hard drive, LAN, and tape

Backup considerations

• Costs:
  • Can include hardware, software, maintenance agreement, and training
• Location:
  • Backup to the cloud
  • Consider keeping a data copy in an additional location
• Requirements of each backup approach

Disaster recovery plan

• Organization’s strategy for restoring functionality to its IT infrastructure
• Explains the actions to be taken before, during, and after a disaster
• Strategies for specific scenarios
• Method depends on needs and resources