Knowledge Libary

Symptoms:
1) Computer seems to randomly crash without errors?
Faulty RAM
Solution:
Get new RAM


2) Blue screens of death
Faulty RAM

3) Corrupted Data
Faulty RAM & and Faulty Hard drive

4) Some memory- intensive programs crash on start up
Faulty RAM

5) The screen changes colour and flickers
Faulty Graphics Card

6)

Validity of Information

Whose advice do i value most in solving IT problems?
Steve Hay for programming,
Steve Rossiter for Computer system
Ross Brown for Computer system
Leam for detecting problems
Which person is more expert in a particular Application?

My areas of Expertise are Spreadsheet and Database.

You can find advice for IT technical support in
Error reports codes depend on the OS
IT Technicians T1 T2 T3
Forums Anonymous (Avatar)
Manufacturers Hardware & Software, Knowledge base / Resource sites
FAQ Leaflets T1
User manuals filetype: pdf
Professionals bcs.org
Videos commoncraft lynda.com youtube
Learning Tree anywhere
Blogs
IM Instant Messaging
IRC Internet Relay Chat, channels
IRC (mIRC)
Fault logs resolution message
Books OREILLY www.safari pdf
Magazines PCPro Computer Weekly IT Now
Helpdesk in a shop
Colleages with speacialist expertise

Todays lesson

07/12/2011
In todays lesson we are making a script for our role plays. These scripts are going to go towards our assignment. I am making my script with Stephen Rossiter. In the script we had 4 problems and we had 2 each. Here's the script

Stephen: D - Cannot log into system

Hi what is your problem today?

I cannot log in,

Have you been given an account to use yet?

No should I get one?

Yes, you will need one to complete any tasks you are given?

Well can I have one please?

Yes just hold on a minute?

12 hours later….

Have you made my account yet??

Please wait you have been put on hold.

Yes I have your account name is Claire123 and your password is password, but you change your password when you log on.

Thank you for the account and just to let you know the account worked?

Stephen: D – Mouse keeps jumping ……… (Hacked)

Hi what is your problem today?

I can’t move my mouse what should I do?

Is there anything else you should be telling me?

The mouse keeps jumping and the PC try’s to print off documents I haven’t asked it to and I keep getting a message saying ‘Gotcha’.

Turn off your computer and run it in safe mode.

I have turned off my computer and turned it back on but I don’t know how to run it in safe mode?  Do I need to wrap it in bubble wrap or foam so if I drop its safe?

I am going to take control of your computer and run safe mode?

Ok?

I have now run your computer in safe mode?

Thank you?

I also have cleaned the viruses of your computer which was the reason top you problem.

Thank You?

Get an antivirus for your computer so you don’t get the same problem?

It has worked and I can now use my mouse.

Matthew: D – Cannot make orders print off

Hi what is your problem today?

Hi, I can’t print off my orders?

Have you turned the printer on?

Yes but the documents just won’t print, but there is an orange light on the printer?

Have you got Paper in the printer. If you do than press the green button on the printer.

Ok that still has not worked?

When on your computer does the printer appear in the list of printer to print to?

No?

Ok, make sure the cable in the back is plugged in.  Then plug the other end into the socket in the wall.  Now try printing again.

My document has now printed Thank you for helping me with my problem.

Matthew: D – Screen went pop will funky smell

Hi what is your problem today?

I was checking my orders and the screen made a loud bang then went black and it smelt?

Ok, I will get someone to come out and replace you monitor.  Firstly I would like you to disconnect the computer from the wall socket.

I have done that, what shall I do now?

Just wait until my colleague comes and replaces you screen, unfortunately the screen cannot be used again because it sounds like it overheated and short circuited.

Ok, your colleague has come and replaced my screen, is there anything else you need me to do?

The installation of linux (Unit 2)

05/12/2011
Today we are coninuing with the istalliation of linux.
Then we will go into the configuration of  devices.
After that we will customize the machines for level 3 in the folowing years.
In todays lesson i had a problem with the mouse and i couldn't

Manage and Maintain IT Support

Q1) I anticipate that users will have many problems with my system because I am using DSL (Damn Small Linux). DSL is one of the many versions of Linux. The users that use my system won’t be able to use DSL because they probably haven’t used it before.  I have just got a grip with using Linux but when I started I had no clue for what I was doing. I use windows as the OS because I find it easier to use.

Q2) To find Faults you have to run your computer to its limits which will give me some faults. 
These faults I will keep track of by using a fault log. A fault is a table that has all my faults and 
there solutions.

Q3) I can find many different types of advice and guidance by looking at
Forums
Fault logs and their solutions

Unit 12 Data Collection Forms

Task 1)The Essential information an end user need.


Task 2) How can I log a fault?

There are several different methods of Fault logging. This can also be known as Data Harvesting.

Some of these methods include simply creating a table using a word processor such as the one below, or maybe a database. 

Task 3)

FAQ on computer system Level 1 Problems

1.      Why is my computer not turning on?

Make sure both PC and monitor are switched on or check mains are plugged in and switch on.

2.      My monitor isn’t working but I have lights on my PC?

Make sure the cable to the monitor is plugged into the back and the power from the mains is switched on.

3.      My printer is not working?

Make sure printer is switched on and make sure the printer you have is set to default.

4.       Why can I not get on to the internet?

Make sure that the ethernet cable if fixed to the back of computer and there is a lights on in the port. If cable is connected with lights, check bottom right of the screen to see the monitor icon. Does this icon have a warning sign, if so check you internet provider if they are having a problem.

5.      I can’t save my documents?

Click on the icon on the top left of the screen that has a picture of a floppy disk, that will save you document.

Gaming (Call of duty Modern warfare 3)

I completed the Special Ops missons on Cal Of Duty on Veteren. this got me Two acheivements for 60g.

The istallation of linux (Part 2)

When Installing Knoppix i didn't have many problems apart from when the GUI came up it kept freezing if i didn't move the mouse.

Now i have Installed Knoppix i can run commands from the command prompt. I ran some commands on the Bash.

$ Scat  /Proc /Version This command allowed me to see what version of linux i was using.

Linux version 2.6.39.3 (root@eeepc) (gcc version 4.6.1 20110526 (prerelease) (Debian 4.6.0-10) ) #21 SMP PREEMPT Sat Jul 23 09:48:39 CEST 2011

$ Scat /Proc /IOports This will give me all the peripherals attached to this computer.

0000-001f : dma1
0020-0021 : pic1
0040-0043 : timer0
0050-0053 : timer1
0060-0060 : keyboard
0064-0064 : keyboard
0070-0071 : rtc0
0080-008f : dma page reg
00a0-00a1 : pic2
00c0-00df : dma2
00f0-00ff : fpu
0170-0177 : 0000:00:1f.1
  0170-0177 : ata_piix
01f0-01f7 : 0000:00:1f.1
  01f0-01f7 : ata_piix
0376-0376 : 0000:00:1f.1
  0376-0376 : ata_piix
0378-037a : parport0
037b-037f : parport0
03c0-03df : vesafb
03f2-03f2 : floppy
03f4-03f5 : floppy
03f6-03f6 : 0000:00:1f.1
  03f6-03f6 : ata_piix
03f7-03f7 : floppy
03f8-03ff : serial
0400-047f : pnp 00:0a
  0400-0403 : ACPI PM1a_EVT_BLK
  0404-0405 : ACPI PM1a_CNT_BLK
  0408-040b : ACPI PM_TMR
  0410-0415 : ACPI CPU throttle
  0420-0420 : ACPI PM2_CNT_BLK
  0428-042f : ACPI GPE0_BLK
0480-04bf : pnp 00:0a
04d0-04d1 : pnp 00:05
0680-06ff : pnp 00:0a
0cf8-0cff : PCI conf1
d000-dfff : PCI Bus 0000:01
  dc00-dc3f : 0000:01:08.0
    dc00-dc3f : e100
e000-e01f : 0000:00:1f.3
  e000-e01f : i801_smbus
e080-e0bf : 0000:00:1f.5
  e080-e0bf : Intel 82801DB-ICH4
e400-e4ff : 0000:00:1f.5
  e400-e4ff : Intel 82801DB-ICH4
e800-e81f : 0000:00:1d.0
  e800-e81f : uhci_hcd
e880-e89f : 0000:00:1d.1
  e880-e89f : uhci_hcd
ec00-ec1f : 0000:00:1d.2
  ec00-ec1f : uhci_hcd
ffa0-ffaf : 0000:00:1f.1
  ffa0-ffaf : ata_piix

$ Scat /Proc /meminfo  This will tell me all the Memory on this computer.

MemTotal:         509284 kB

MemFree:          186920 kB

Buffers:           23168 kB

Cached:           188756 kB

SwapCached:            0 kB

Active:           139004 kB

Inactive:         138708 kB

Active(anon):      65888 kB

Inactive(anon):    35556 kB

Active(file):      73116 kB

Inactive(file):   103152 kB

Unevictable:           4 kB

Mlocked:               4 kB

HighTotal:             0 kB

HighFree:              0 kB

LowTotal:         509284 kB

LowFree:          186920 kB

SwapTotal:       1052252 kB

SwapFree:        1052252 kB

Dirty:               352 kB

Writeback:             0 kB

AnonPages:         65788 kB

Mapped:            32656 kB

Shmem:             35656 kB

Slab:              37152 kB

SReclaimable:      25776 kB

SUnreclaim:        11376 kB

KernelStack:        1688 kB

PageTables:         1548 kB

NFS_Unstable:          0 kB

Bounce:                0 kB

WritebackTmp:          0 kB

CommitLimit:     1306892 kB

Committed_AS:     413556 kB

VmallocTotal:     509688 kB

VmallocUsed:       11376 kB

VmallocChunk:     491516 kB

HardwareCorrupted:     0 kB

HugePages_Total:       0

HugePages_Free:        0

HugePages_Rsvd:        0

HugePages_Surp:        0

Hugepagesize:       4096 kB

DirectMap4k:       18688 kB

DirectMap4M:      503808 kB

$ Scat /Proc /upTime

Unit 12 Fault Types

Common Fault Types

1.Slow computer – cluttered hard drive? Spyware? Old PC?

2.Poor Internet connection – Viruses? Faulty network card?

3.Computer freezes or locks up – BSoD?

4.Browser homepage/Default search engine changes - Spyware?

5.Computer connects to Internet on its own – Diallers?

6.Computer turns on by itself – Wake on LAN set in the BIOS?

7.Computer clock seems to lose time – new CMOS battery.

8.Random reboots – hardware problem

9.Refuses to boot completely – driver issues? Spyware?

10.Noisy computer – dirty fans/hard drive on the way out

• Loss of service

1. Lock up – a computer is not responsive
2. Crash – when the whole system goes down
3. A peripheral that no longer works
4. Networking failure
5. Error message reporting a fault
6. Serious or minor fault

• Poor Performance

1. Web page load time
2. Old software
3. Old hardware
4. Badly designed computer system
5. Badly designed network
6. Viruses

• Viruses
• End User errors

Gaming (Call Of Duty Modern Warfare 3)

Date: 16/11/11
I was playing call of duty modern warfare 3 Yesterday and i was playing survival which i got to round 15 on all the maps apart from two.
Today i am going to finish the last two maps and earn the achievement for it.

Date: 17/11/11
I completed the last two maps on suvival and got the achievement for suviving on all maps to round 15.

(Unit 12) Technical support

What is the role of a fault log?

A Fault Log is a log that keeps track of the faults that go wrong with a computer. All the faults that occur will have a solution so if the fault happens again then it won't be hard to fix the fault.

What are diagnostic and monitoring tools?

Diagnostic and monitoring tools are ways to find out if your computer has any problems or you can see all the information about your computer. e.g. Memory, what version you use.

How does POST send errors to Event Viewer?

Help me answer this question?

Configuration

I have configured my mouse and Screen Saver on the Damn small Linux so they are suitible for my standards.

Course Overveiw (Part 1)

I think i am working at a resonable level and i am enjoying the course. I enjoy doing the programming lesson because building all these new programs are helping me at home.
I am enjoying the HCI lesson because there is some intresting things to learn about but it isn't my strong point in the course.
The Tecnical support lessons sometimes are hard to understand. But overall the lesson is OK.
All my assignments so far have been handed in on time and i have got the top grade on nearly all of them.

(Unit 2) The install process of linux operating system

In todays lesson we installed linux operating system.


Step 1:

Insert the UNIX Disc. When you start your computer should go into Boot Up stage. Press F1, F2, 10 to go to Boot Menu.

None of the Boot Up stage happened for me. It when straight to Adriane Menu.

Step 2:

I went down to setup and pressed on it.

Step 3:

Once I was in the setup I went down to install Knoppix to Hard Disk.

Step 4:

I confirmed the installation of Knoppix.

Step 5:

After that it started to copy Knoppix to the Hard Disk.

Step 6:

Once it was 100% I pressed OK on the next screen to confirm the install.

Step 7:

Next i installed Grub to help Boot up Knoppix.

Step 8:

Confirming Grub Installation.

Step 9:

I went to Graphical Programs on the Adriane Menu.

Step 10:

Once the next screen loaded i went down to Full x Session and pressed on it.

Step 11:

After this the Desktop should load and you can use Linux.