Unit 17 Assignment 2 - Design Multimedia Products 4

Herefordshire & Ludlow College

Assignment front sheet Learner name Assessor name

David M Mills

Date issued Completion date Submitted on

4th November 2013 11th January 2014

Qualification Unit number and title

BTEC Subsidiary Diploma in ICT Unit 13 IT Systems Troubleshooting and Repair

Design Multimedia Products Assignment title TWO - Troubleshooting and Repair

In this assessment you will have opportunities to provide evidence against the following criteria. Indicate the documents or page numbers where the evidence can be found.

Criteria To achieve the criteria the evidence must show that Documents/ Task no. reference the student is able to: Page numbers

P2 -Use hardware and software tools to troubleshoot simple IT P2 2 problems

P4 P4 - Apply fault remedies safely to simple IT system problems 3

P5 - demonstrate good working practices when applying fault P5 4 remedies P6 - keep accurate records of fault diagnosis and repair P6 activities. M1 - Communicate effectively with users during fault diagnosis M1 activities M2 - justify an appropriate remedy for a complex hardware and M2 a complex software fault M3 - maintain data security and integrity when applying fault M3 remedies. D2 - Compare a range of hardware and software D2 troubleshooting tools.

Learner declaration I certify that the work submitted for this assignment is my own and research sources are fully acknowledged.

Learner signature: Date:

Unit 17 Assignment 2 - Design Multimedia Products 1 Herefordshire & Ludlow College

Assignment brief Unit number and title Unit 13 IT Systems Troubleshooting and Repair Qualification BTEC Subsidiary Diploma in ICT Start date 4th November 2013 Deadline 11th January 2014

Assessor David M Mills

Assignment title TWO - Troubleshooting and Repair Scenario A competent technician must be able to troubleshoot a variety of problems using both hardware and software tools.

Task 1 – Practical Tasks 1 (outcome P2)

Carry out the following practical tasks, these are further explained in the practical tasks 1 & 2 presentations online. These tasks include using appropriate tools (evidenced by witness statement) and where necessary require that you communicate effectively with the user, this is to be video/screen recorded to meet Task 1 – Part 2 (M1).

Hardware tools 1. A user’s laptop is not powering up, a user has asked if you can test the AC adapter to confirm that it is working. To achieve M1 - explain how the tool will help identify if the AC adapter is producing a voltage (Linked to M1 – Video recorded) 2. Connect two PC’s together using the T104 lab equipment; confirm connectivity using three suitable tools (Ping, Traceroute and Wireshark). To Achieve M1 - explain how these tools will help confirm connectivity (Linked to M1 – Video recorded) 3. Replace a faulty CD-ROM drive inside the given PC; set the jumpers so that the device is a slave (Use suitable tools e.g. screwdrivers, pliers, ESD), test and confirm the new drive is working. 4. Create a bootable Hiren’s boot USB device by following the steps provided in the Unit 13 Stud share folder. Test that the device is bootable by loading the USB device and booting the Mini XP OS. Secondly boot the USB device and carry out one self-test routine on the lab computer hardware, e.g. RAM (MemTest), Hard disk, Video, CPU, network, etc. (record the result in the form of a digital photo).

Software tools 5. A user complains that a computer is running slowly. Using an inbuilt windows tool, prevent unnecessary third party software loading on start-up. Secondly, run a third party cleaning software package to improve efficiency by deleting temporary files and/or clean up the registry. 6. A user complains that their PC runs very slowly when an anti-virus scan is running. Using the appropriate Windows performance and Task Manager Performance tool, explain to the user why this is the case and make appropriate recommendations. 7. Linked to Task2 - P5 task - A user is concerned that other people are logging into their machine at home, implement error logging to record all logins (Group policy).

Task 2 – Part 2 (Outcome M1) This task is linked with the tasks highlighted as (Linked to M1) from task 1 – part 1. Students are to record their use of the given tools and explain the repair process.  Task 1 is to be video recorded.  Task 2 is to be screen recorded with verbal/visual dialogue to explain the given tools.

Unit 17 Assignment 2 - Design Multimedia Products 2 Task 1 - Practical Tasks 3 (Outcome P4, P5, P6)

You have been asked to carry out the following repairs (listed 1 – 8 beneath). The troubleshooting tasks will require safe working, good working practices and/or keeping accurate documentation of the diagnosis and repair activities. These tasks will be assessed by witness statement.

1) A customer has booked a “dead” computer into the workshop for repair. Please troubleshoot and repair the system, recording the diagnosis and repair activities onto a job sheet. (include - electrical safety, ESD, recording activities including whether the job is simple or complex). 2) A customer would like to install a new hard drive into their PC and copy across the OS/ Drivers, applications and data to the new drive and then safely remove the old drive and data. Plan out the appropriate steps and required tools, listing any customer security requirements and submit these to the tutor prior to carrying out this task. (safe disposal, maintain security, recording activities) (Linked to M2),(Linked with M3). 3) You have been asked to create a new folder named “Unit 13” onto the Darth server share. The folder requires access control through the use of permissions. Set the permissions so that the student group (student 1, Student2, etc.) can have read only access to the folder, staff will have full access. 4) You have been asked to move the Laser Printer in T104 to T202. Plan out and record the necessary Health & Safety assessments that need to be taken. (H&S, Manual handling, planning the route, no of people required, etc). 5) A user wishes to configure and secure their Remote Desktop Connection (Windows XP) for access across the Internet, research and carry out 4 appropriate enhancements to make the more secure (Linked with Task 1 – part 7 and M2) 6) Identify and install additional RAM into a given system (ESD, H&S) (P6- record activities) See notes on Unit13 Stud Share RAM task. 7) Carry out a risk assessment of the classroom and workshop activities, include health and safety and fire safety risks and how these can be mitigated (submit your completed risk assessment). Task 2 (Outcome D2)

Produce a written report that compares a range of suitable hardware and software troubleshooting tools that could be used based on a selection of the problems in task 1 (part 1 and 3).

Hint – Six tools are suggested as a range. Focus on the appropriateness of the tools when troubleshooting the given IT problems. Include appropriate features that the given tools provide to gain evidence and help make decisions, ease of use, efficiency and accuracy.

Task 4 (Outcome M2)

Part 1 – Hardware

Based on the hardware repair carried out for Task1, practical tasks 3, part 2 (New disk and Imaging). Produce a written report that justifies your chosen approach and remedy that you carried out. Within your discussion you should also give reasons why the following suggestions may not work.

 Take an image of the current hard drive to itself and restore the data to the new drive.  Install the new drive as a slave and copy the all of the contents of the existing drive using Windows across to the new drive, configure the new drive as master boot from the new drive.  Backup the data, drivers, applications and OS to an Iomega zip disk (100 MB) and restore this data to the new drive.  Remove the old drive, install the new hard drive and then install the drivers, OS and data files from the disks provided by the manufacturer.

Unit 17 Assignment 2 - Design Multimedia Products 3 Part 2 – Software

Based on the “Securing a Remote Desktop Connection” task (Task 3 – part 5) . Produce a written report that justifies your chosen approach and remedy that you carried out.

Hint - This report should justify why the connection would need to be secured and explain the reasons for carrying out each of the four steps taken when securing the connection.

1) Recording failed Logins 2) Listening ports 3) Default user account access 4) Limiting addresses Task 8 (Outcome M3)

Certain PC repairs may need you to handle customer data and personal information. In this case it is important to maintain data security and integrity when applying fault remedies.

Based on the imaging practical (Task1, practical tasks 3, part 2), gain evidence during the task that data security and integrity has been maintained during the repair process. Evidence should be gained in the following forms: 1. Screenshots with added summary descriptions (how integrity and security is being maintained) and before and after screenshots to confirm that the image has successfully been transferred to the new drive. 2. To check your knowledge of the key aspects the tutor carry will carry out a short viva voce, with questions based on the topics beneath: These will form a witness statement to confirm that outcome M3 has been achieved.

 Handling customer files (obtain permission, including how you might do this). o How can this data be kept secure?  Removal of customer files from your equipment after user data is successfully restored. o How long the information should be held on your external hard disk?  What should be done with the old drive if it is removed? o What methods exist to ensure that data is removed/irretrievable?

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Unit 17 Assignment 2 - Design Multimedia Products 4