Shop Worker's Guide

Author - Tom Morin

Created August 2008

Last edited Feb 2018

Best viewed online for access to the many links



Table of Content


** Updates to existing sections are  currently in red in the respective section.



  • 1. Introduction
  • 2. What do we do
  • 3. What do we expect from you
  • 4. Procedures and Policies
  • 5. Front Counter Procedures
  • 6. Work Order Systems
  • 6a. Turn-around times for repairs
  • 6b. Final Inspection
  • 7. End of day / End of Week Procedures 
  • 8. Servicing PSU owned computers
  • 9. Commutating with customers and vendors 
  • 10. Quality Control
  • 11. Computer Technology Surplus Program
  • 12. Work Benches
  • 13. Dell Keyboard / AC Adapter buffer
  • 14. Computer warranty verification
  • 15. Dell Drivers and service manuals
  • 16. Forms
  • 17. Tool Trays
  • 18.  Screw Compartment Trays
  • 19. CD Kits
  • 20. Hirem USB key / CD- more uses that you may think
  • 21. Bart PE CD - utility to change forgotten passwords  in Windows Vista and Windows 7 , 8, 8.1 and 10
  • 22. Work Bench Bins-Plastic
  • 23. Software Library
  • 24. Software utilities used in the shop
  • 25. Recent additions to the shop hardware / software inventory prior to 2009
  • 26. Shop Documentation and resources we use
  • 27. Virus removal procedures and suggestions
  • 28. Troubleshooting hard drives in XP/VISTA / Windows 7 , 8, 8.1 and 10
  • 28a. Networked laser printer installation and troubleshooting
  • 29. Data back procedures
  • 30. Low-level format a hard drive - Windows and Mac
  • 31. Image Creation a Dell computer's hard drive
  • 32. PSU Wireless and policies for antivirus requirements for personal computers using the PSU network
  • 32a. PSU ResNEt Windows wireless Configuration and  troubleshooting
  • 32b. Windows update not working troubleshooting
  • 33. Help Desk handout  - Removed from the guide as of 4/2014
  • 34. Map of Repair Center network jacks with IP subnet details
  • 35. Revisions to this guide in calendar year 2009 / 2010 / 2011
  • 36. Projects timeline

    End of section -







                    * When I started working at PSU, the ITS department employed somewhere in the range of 8 - 12 people. We now have over 35.

                    * The internet as we know it did not exist in the public sector. (Defense agencies used a form of it in its infancy).

                    * Email, as we know it, did not exist.   (Defense agencies used a form of it in its infancy)

                    * Windows 3.0 was not introduced yet.  

                    * I was the lucky person at PSU that approximately in 1991 who installed Windows 2.1 on a 4.77MHz IBM XT computer with a 5MB hard drive. This version was never deployed on campus. The first version

                    of Windows used on campus was 3.0  and was the first PC that used a mouse.

                    * Mice were not used on any PSU Microsoft Windows-based computer until around 1993 / 1994, but Apple IIgs was introduced in 1992, using a mouse and a 16-bit processor.   

                    * While Mac II systems were already in the Education Department when I started working here, the first new MAC I installed on the campus was the Macintosh SE.  I believe this was in 1991.

                    * A 128MB upgrade for a PSU server cost PSU $ 12,000 in the 1980s.



    ------- Above all else, there are basic rules in the shop -------

    1.   Quality is more important than quantity. Do not be intimidated by the often heavy work load. Your attention to detail is very important therefore ask as many questions as needed. Treat customer computers the way you would want your computer to be handled, or better.

    2.   Integrity - We will maintain a high level of integrity and abide by software licensing laws, data privacy laws and PSU policies. You will be required to sign a confidentiality agreement to work in the Computer Repair Center.

    3.   Consistency - Use consistent procedures and practices when servicing systems. We have procedural guidelines  to follow for specific types of service.

    4    Organization - An organized shop runs more efficiently than one in disarray.  Clean up at the end of your shift. Put tools and equipment away. Don't wait for someone else to do it for you.

    5.   Service Manual - Whenever a student employee is disassembling a Dell laptop for tier 3 level work,  the Dell service manual must be used.   Dell service manuals are easily accessible online. Dell Users' Guides or the Service Manual has troubleshooting sections that are very helpful when troubleshooting. In addition, Dell laptops and desktops have Diagnostics LEDs in the exterior of the computer that might help isolate the source of the hardware problem.  Use the Users' guide or service manual to determine what the Diagnostic LED sequence is indicating. Most computers also have beep codes that occur at turn on if there is a potential hardware issue.  The service manual will explain  what these codes mean.

    6. Communication -  Keep the customer informed of any recommendations or changes to their software or hardware. Ask the customer questions as needed. Obtain customer approval for anything that may incur labor charges. See section on communication. Currently only Hunter or Tom will communicate with the customers concerning repair charges unless you are directed to do so.

    7. Documentation: We document our work for multiple purposes:

    a.     for reference when billing or informing the customer of the steps we took in the servicing of their computer.

    b.     for reference in repeat services to same computer.

    c.     for using consistent procedures in the service of computers.

    d.     for reference when another technician continues on with the work you started.




    If you are new to working in the shop, or simply need a reminder of our procedures, start here. We will guide you through the shop procedures.  When in doubt, ask!

    The Computer Repair Center area consists of the ITS Desktop Support Specialists and the Computer Repair Center technicians.






    Whom do we service?



    End of section -  Return to Table of Content



    What do we do?


    End of section -

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    What do we expect from shop workers?


    Students interested in working in the shop should demonstrate ability in the majority of the following:


     End of section -

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    Procedures and Policies

          A: E-mail ( B: Phone call (535-3499 or 53499)

         [ ]

    We strongly focus on quality.

    1. Ensure ALL items are kept together and returned to customer. I.e. laptop carrying case, AC Adapter, software, mouse, CD or DVD that customer left in their optical drive. The front counter staff should not take extra items from the customer (laptop bags, extra cables, etc.....) unless it is needed in the diagnosis of the computer.
    2. All bad / replaced components will be returned to the customer unless a vendor requires they be returned for credit.
    3. Ensure ALL screws and other hardware is reinstalled and tightened.
    4. Follow the instructions produced by shop personnel
    5. Use the Work order and status sheets for listing any work you perform on the customer's computer. 
    6. Use Dell service manuals for laptops whenever possible when changing hardware or disassembling for inspection.
    7. Most student employees will not be asked to disassembly Apple notebooks - If you have experience in doing so let Tom know.
    8. Most Dell User Guides and service manuals  can be obtained online at
    9. When a job is complete, communicate with shop full-time staff for a quick check of your paperwork and equipment. Until further notice, all laptops serviced must be marked "requires Inspection" once student staff has completed the work on it.  As assigned staff member will inspect the laptop and complete the work order. Once appropriate staff member prints out the completed invoice, the equipment and paperwork can be moved the equipment pickup area and the customer can be called.
    10. Clean up your bench at the end of your shift. Check your CD kit, tool tray and work bench. Update your time sheet daily.
    11. Look over the section on End of Day / End of week procedures.

    End of section -

    Return to Table of Content



    Front Counter Procedures

    This section was added January 21, 2009 and most recently updated January 2018


    Overview of responsibilities:



    The main responsibilities of the front counter position are:

    1. As customers bring in equipment to be serviced, they must have a valid PSU user account and password as they must enter this information to get into our work order system.  If the customer does not remember their account information, they must work with the Help Desk in the Library to obtain the account information. Do not accept computer equipment unless the customer can create a work order. Exceptions are if a PSU employee is dropping off PSU-owned equipment that Desktop Support or Repair Center personnel are expecting
    2. The work order system is accessible through the kiosk on the front counter.  At the present, this is the only system that the customers can use to create a work order. The customer will need to enter contact information and information about their computer.  They may need assistance locating the model and serial number of the computer.  This is important to us to ensure accuracy, especially when we need to retrieve warranty information or computer configuration at manufacturer web sites.  Ensure that customers provide as much information as possible in describing the problem with the computer equipment.
    3. We do not want carrying cases, backpacks, etc.... from the customer. Only take in what we need to service the computer.
    4. Please ensure that there is no CD or DVD in customer's optical drive unless it is needed for servicing the computer.  If their computer is off, you can use an opened paper clip to eject the media by inserting the paper clip end into the manual eject hole in the front of the optical drive.
    5. We do not need AC Adapters for most Dell models, unless it might be part of the problem. We have Dell Pa-10 and Pa-12 adapters that work on many different Dell models. Look on the bottom of the Dell laptop to see which model ac adapter is used. If a customer's Dell laptop uses an adapter other than a PA-10 or PA-12, we need their adapter.
    6. We want the customer's AC adapter for ALL Macintosh laptops.
    7. For any non-Dell laptop, we will need the AC Adapter from the customer.
    8.  The student worker system on the front desk is for your use, but not for the following uses:  Listening to music, watching videos of any kind  that individuals in the shop or hall-way may find offensive.
    9. Once a work order is created, the customer automatically receives an email with the work order information, as they do not receive a paper copy.
    10. If the customer leaves the AC Adapter or other items along with their computer with us, place a white tag on it with customer first and last name.
    11. A new responsibility added to the from desk  staff as of Summer 2011 is to help triage the computers coming in  for virus by following a checklist to delete unneeded temporary files on a  computer and test the hard drive.  * To do this you will start the customer's computer up using the Hiren USB key or Hiren CD   Triage should happen before the computer is placed on the shelf for the technician to diagnose. Front Desk staff should assume that every computer that is brought to the Repair Center for service will be triaged.
    12. Front Desk personnel will have access to the work order system in order to partially edit  and print out the work order.   
    13. After you print a copy of the work order that is  being submitted for service, place the equipment and the invoice on the appropriate shelves by the work benches.
    14. When the shop staff completes the work on the computer equipment, they will contact the customer, print out two copies of the completed work order, and place the equipment on the appropriate shelves behind the front desk.
    15. When a customer comes in to pick up their equipment, ask for a picture ID to confirm the identity.
    16. If there is payment due, we accept Visa, Master Card, Discover, or check.  We DO NOT accept CASH.  
    17. You will be responsible for processing credit card charges. Staple the signed Credit Card slip to our copy of the work order  
    18. If paid by check, PAPER CLIP the check to our copy of the work order. Attach payment to one of the two invoices and place in the appropriate file folder.  The other copy of the invoice is handed to the customer, along with their equipment.     Ensure that we are keeping a copy of the work order even if there is no payment due.
    19. An advantage of this position is that presently there is not a telephone that you need to answer.
    20. If a customer inquiries about purchasing Microsoft Office, VISTA, Windows 7 , 8, 8.1 and 10, or any software, direct them to Lampson Learning Commons or the to PSU recommended site for academic software: . We usually will help an elegible client  through the process here in the Repair Center.  Typical process is cleint purchases the license to the software they want and we offer to isntall it on their computer with  appropriate labor fees.
    21. Deliveries - We receive deliveries by two different methods.

    a. Fed Ex Express deliveries warranty replacement parts that are ordered for Apple and Dell repairs.  If neither Tom nor Hunter is here, sign for the packages and deliver to Tom's desk area. 

    b. PSU Central receiving - delivers new computer equipment, peripherals and all ITS orders to the Repair Center.  They will need a signature for the total number of boxes delivered.  

                            Before you sign for the boxes of campus delivery’s form:

    Ř  Count the boxes.

    Ř  Ensure all “ship to” addresses are for us or ITS

    c. Tom is primarily responsible for checking in all Fed-Ex boxes.  Do not open any boxes or remove packing invoices from the sides of boxes.

    d. Tom, Hunter or Shawn, if here, should sign for Campus Central Receiving deliveries  unless student employees are approved to  do so.

       20.  If an ITS employee wants to borrow the van, dolly, or, laptop power adapter, or any other Repair Center  item they must sign it out on the equipment sign-out sheet which is kept on a clip-board by the front desk.  No one outside of ITS should be borrowing the van. If any PSU employee wants to borrow ANY shop equipment, they must sign it out of equipment sign-out sheet.

       21. A new inventory system for PSU-owned technology (GLPI) was initiated in the summer of 2011.  All new PSU technology at a value of $ 250.00 or more is cataloged in the inventory database when received by the Computer Repair Center at go/glpi  from a Repair Center computer.  Each piece of equipment  wit h a value over $250.00 gets a unique bar code placed on them and equipment information is entered into the inventory program. Only Hunter and Tom are responsible for this unless we  request that Repair Center student staff to assist.

       22. Other duties as needed.  We are a team therefore you may be asked to assist in other areas.

       23. More information to come!!  Ask Tom or Hunter any questions you may have in the duties assigned to you.

    End of section -  Return to Table of Content


    Work Order Systems


    We use two work order systems to accomplish our area of responsibility:

    1.        Call Log INACTIVE - as of March 2015  this is for PSU-owned equipment – Most calls entered into this is done so by the Help Desk but any ITS staff member can create entries as well.  Other ITS staff may also transfer calls to us, as well as us transferring calls to other ITS staff. If a piece of computer technology is brought to the Repair Center as a result of a call log entry,  a work order is created and the call log is updated indicating the equipment is now in the Repair Center..

    2.       Kahako -  this is for PSU-owned equipment – Majority of service calls are entered by Help Desk  PSU staff members can submit tickets as well.

          Repair Center’s Work Order Systemcreated by Alan Baker, a member of the ITS Systems Group.    Any equipment brought into the shop by a customer is entered into the work order system by the customer.  If any customer does not remember their password which they will need to log into the work order system, they will need to contact the Help Desk at 52929 for assistance.

          Do NOT accept any equipment from a customer at the front desk unless a  work order is created.


    1. A PSU staff member brings a PSU-Owned computer in for a scheduled appointment with desktop support staff.  In  this situation,  leave a note with that person's name and phone number and leave the laptop in the marked shelf of the bookcase by Shawn's desk.

    2. If a faculty member brings in their PSU owned computer for service by the Repair Center, they should create their own work order but they may want to talk to Hunter or Tom as well.  We can also create their work order for them.

    3. If, after visiting a PSU office, cluster, or department, we bring PSU-Owned  equipment to the shop or will be ordering a component for PSU equipment, we create a work order.

    4. If the Work Order system is down,  take down pertinent information (name, phone number, password to computer,  issue with computer) on paper and tape to the unit


    Presently,  besides the customer only Tom, Hunter,William, or certain student employees  may create work orders. Only Hunter or Tom can close work orders. Repair Center student employees can edit the work order to indicate what services they  provided


    End of section -  Return to Table of Content



    Turn-around times for repairs


    ----- Repair time estimates -----

    We try to give all computers an initial evaluation (triage) within 2 business days. 

    Once the computer has been evaluated the average turn-around times are:



    Turn-around times can be affected by:


    End of turn-around times section -  Return to Table of Content



    Final Inspection


    Once the service to  the equipment is completed the on-line Work Order is updated, the status is changed to "  Requires Inspection" and the equipment is placed on the

    appropriate shelf.  An assigned staff member will make the final inspection. 


    Before  you mark the equipment as ready for inspection:


    The individual who serviced the laptop and the individual who performs the final inspection needs to consider the following:

    1. n  Was the original problem fixed?

    2. n  What could have been affected based on the part(s) that was/were replaced or removed as part of the service to the computer?

    3. n  If the computer is to access the PSU wireless network,  ensure that it does.



    n  Hard drive removal:  most laptops require only 2 screws to access it. Some laptops require removal of palm rest, keyboard, display and sometimes even the system board.

    o   Ensure that all features of the components removed and connectors disconnected are again functional.

    §  If only the HD was removed by way of two screws, ensure the two screws are reinstalled.

    §  If the palm rest and keyboard are removed,  ensure all screws are reinstalled and that the keyboard keys and touchpad are functional again.

    §  If the system board is removed,  all laptop functionality must be verified ( audio, wireless, optical drive, keyboard, touchpad, etc....)

    n  Laptop LCD replacement

    o   Ensure the video is good

    o   Ensure that wireless is working, since the antenna cables are removed in the process.

    You get the general idea.

    o   Check all screws

    o   Check overall functionality


    Something I like to do on Windows systems is to create a new Windows restore point once our work is complete and name it "repair center work completed".

    This way, if client takes laptop back and it gets infected again  within a short period of time,  restoring it to this restore point  may be a quick solution.


         Return all items brought in

    o   Ac adapter, any media or external storage device, carrying case





    End of Final Inspection section -  Return to Table of Content



    End of day / End of Week Procedures


    In order to maintain an organized and secure work area,  there are procedures that need to be followed at the end of each work day and additional tasks at the end of the work day Friday.  It is a team effort to keep the Repair Center organized and running smoothly.  I expect all the individuals who work in the Repair Center to help maintain  a secure and organized environment.


    I created a checklist that is kept by the front desk.  This checklist needs to be gone through each afternoon. Some tasks are assigned to the student employees who work in the afternoons, while other tasks are assigned to Hunter or myself (Tom).  I expect workers to be pro-active and  be willing to assist us at all times by following procedures


    The checklist is on a clip-board in the front desk area.   Filename: end of day procedures.docx / pdf . For a look at the checklist, look here.





    End of section -  Return to Table of Content




    Servicing PSU owned computers



    All PSU-owned computers are to be treated different than personally-owned computers




    End of section -  Return to Table of Content



      ------- This section is in development -------

    Communicating with customers   

    Positive customer service skills include  knowing how to listen to customers, ask the right questions,  keep customer updated with status, react to customers as well as  interpreting and using appropriate body language. First impressions carry a lot of weight.


    Greeting customers  -

     A customer has come to the Repair Center because their equipment has a problem and they are here for help. This help could be through verbal communication only, or through service to their equipment, or both.  It is extremely important to provide a professional approach so as to create a positive experience for the customer.

    Key Points to obtain positive customer satisfaction


    Point is... be thorough. Be patient.  Be consistent.


    After Triage and evaluation of equipment

    Presently, Only Tom or Hunter will communicate with the customers after an evaluation unless otherwise directed.

    When I communicate with a customer after evaluating their computer, my default method of communication is via email as this leaves a trail of what was discussed with little room for error.  If a student does not have email access due to their computer being in for service, or does not respond within 24 / 36 hours, Hunter or I will call them although occasionally a customer will either not have voice mail set up or  their voice mail box is full.


    I like to use consistent communication with customers therefore I created documents that I can use. I paste the appropriate document into the email to the customer. These sometimes require customization but this gives me a consistent statement to the customers. Some of the common issues with the computers  are:

    1.       Hard drive failure, under warranty - click here

    2.       Hard drive failure, no warranty - click here

    3.       Damaged operating system - click here

    Virus infestation - click here

    Hard Drive fails Dell tests - click   here

    Bad AC Adapter  - click here


     In addition to the the above  comments on customer service, ,  I encourage you to search on-line for providing positive customer service.


    End of section -  Return to Table of Content



    Quality Control

    Quality control is such an important aspect of great customer service

    If you please ninety-nine people, no one notices but when you have one dissatisfied customer, many people notice.

    As we provide service to customers' equipment,  be thorough! We, as the ITS Help Desk, are on the front lines in servicing the technology needs of the PSU community.  How the customer remembers the service from us reflects on all of ITS. Take the time to answer all the questions of the customer. Ensure you are responding to the problem put forth by the customer. Do not get distracted by other problems that may surface as you troubleshoot the original problem.  Don't ignore the other problems, but do not forget the original one submitted by the customer.

    When we can not duplicate the problem that a customer experienced, a follow-up call or email is encouraged as a positive customer service service. On many occasions asking additional questions may help clarify the problem which helps us properly diagnose it.

    While we cannot please everyone al the time, a dissatisfied customer can cause a ripple effect of bad publicity.  Do your best, follow procedures, follow quality control checks, and be satisfied that you did your best. Ask Tom or Hunter for assistance with any issue.

    Before calling the service complete, review the work order, your notes, and the equipment. Ensure all screws are in the computer and ensure we did not leave our media in the optical drive. Ensure that if customer dropped off an AC adapter or other item, that it is returned.  Mark work order status as "ready for inspection" if  the work done dictates it.  Either Tom  or someone Tom assigns it to will inspect the computer.  The "Requires Inspection" status in the work order system will be used on most work orders.



    During the calendar year 2009 and 2010, we processed over 1000 work orders each year, with less than 5 people submitting follow-up surveys with negative comments. This equates to less than .5%. This is a very small percentage, and while you can never satisfy some customers, we try hard.  I would have liked a second opportunity with those few dissatisfied customers.

    Subsequent years have seen a decrease in the number of work orders.

    End of section -  Return to Table of Content



    Computer Technology Surplus Program

        The Repair Center student employees and the Surplus Program student employees will both be under the supervision of the Repair Center full-time staff. The responsibilities of these student employees will be combined and individuals will be expected to work in either area as needed.


    Click here -----> Surplus Program Overview document 


    Surplus Program Overview  Document Table of Contents is listed here (below) for a general idea of what is in the document but please read the document at






    Table of contents



    Who is this document for?



    Web sites









    Preferred Method of Communication









    Method of Payment



    Type of computer equipment accepted into the Computer Surplus Program



    Surplus Program staff responsibilities and policies



    Surplus Trailer process



    Where does surplus come from



    What determines whether equipment is marked for donation, resale, or scrap?



    How does equipment get listed into the surplus database?



    How is equipment sorted in the surplus database?



    Access site to surplus database for viewing surplus and entering name into a contact list



    What happens when an individual wants a specific item number listing in surplus?



    What if someone wants a laptop or desktop but not a specific item number?



    How does an interested customer get contacted concerning their interest in a surplus item?



    What is included when a desktop is sold through the surplus program?



    What is included when a laptop is sold through the surplus program?



    How long is equipment listed on surplus before becoming available to non-USNH offices?



    What are the policies and procedures for donating technology equipment?



    Do we provide media for donated computers?



    Do we provide media for donated equipment? 



    How does an item get removed from the surplus list?



    Do Telecom and Networking and Classroom Technology indicate whether or not an item they place on surplus is functional?



    Technology surplus warranty  information



    Outline for Surplus Program staff procedures



    Forms / checklists  used in the processing of surplus equipment






    Surplus computer images - Starting September 2010:


    End of section -  Return to Table of Content




    Work Benches

              -  Installed programs:

    Windows 7 , 8, 8.1 and 10 Malaware Bytes Stinger
    Avaste Antivirus program   Final data 2.0 data recovery program
      Registry Mechanic Data Rescue PC3 data recovery program
    Western Digital HD diagnostic Seagate  / Maxtor HD diagnostics Roxio


        Be familiar with the following shop items:  

    Work Bench network configuration - With the work bench computers  connecting to network via DHCP,  specific DNS server addresses  and Wins addresses are required. While these will not be listed here, they are in a document on \\infotech in appropriate location ( forms folder)

    End of section -

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    Dell Keyboard / AC Adapter buffer - established 2006

    We keep a handful of Dell ac adapters and keyboards for the more common models. This allows us to expedite these type warranty issues within minutes.

    The keyboards we have are for Latitude D620, D630, D820 and D830,e6400,e6410, e6420. e6430, Inspiron 6400, 9300 and 9400.

    The Dell AC Adapters we have in the buffer are the PA-10 (90-watt), PA-12 (65-watt) and PA-3E that most of  the Dell model Inspiron and Latitude models use.  The type adapter a Dell laptop uses is on a label on the bottom of the laptop.  It will state PA-10, PA-12, PA-3E or a different number.  We only have PA-10 and PA-12 and possibly PA-3E  adapters in the buffer.

    This Buffer is to expedite warranty replacements only. This buffer is replenished when Dell sends us the replacement keyboard or AC Adapter. Do NOT sell these buffer items or use for non-warranty repairs.

    Example:  If a customer comes with a Dell laptop that we verify has a bad keyboard or adapter, and we confirm that it is under warranty we can perform the repair in a matter of minutes. We then request the replacement part from Dell and when it arrives, it replenishes the buffer.

    The majority of the time Dell warranty and Apple warranty requires us to mail the bad part back to Dell or Apple therefore do not throw the bad parts out or give it to the customer.

    Any time a part is purchased for a customer's personal computer repair or upgrade in which the customer is paying for the new part,  we always offer the bad or old part back to the customer for personal computers. The exceptions are as follows:

    1. The part was purchased on a exchange basis in which the bad part is sent to the vendor.

    2. For PSU-owned equipment, we do not need to offer any purchased bad part  to the end user. These bad parts should be disposed of through the surplus program. ALL hard drives  need  to  be wiped of data using appropriate utility or physically destroyed.

    For PSU computers that have the hard drives replaced under a warranty repair,  attempt to wipe the hard drive of data before mailing the item.  I know this is not always possible.


    End of section -

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    Computer Warranty Verification


    In order to verify whether a customer’s computer is under warranty, most manufacturers have an online verification process.

    For Dell systems:  visit . Enter the service tag.   It will tell you the ship date, type warranty, and warranty expiration date.

    *** Note: Dell allows owners to extend and /or upgrade their Dell warranty at reasonable costs if done so BEFORE the existing warranty expires and in some cases up to 90 days after the warranty expires.    Visit .

    Dell warranties:  If the warranty has complete-care coverage,  liquid spill  and accidental damage will be covered.

    For Apple,  there us a public site at Apple that I have a link for :

    For some of the other computer manufacturers, look in the Product Support drop menu at my web page or google it ( example: google "toshiba warranty status").


    End of section -

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    Dell Drivers and Service Manuals

    Dell provides one of the best, if not the best support web sites for computer manuals and drivers.

    Dell has a driver detect app that once installed on a client's Dell  will search for any drivers that have updates.



    End of section -

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    As with any retail or service entity, there is paperwork!    Below are forms I created which we use in the shop.

    Status sheet form - This is used by the technicians to record their work on each system.  This is important for two reasons: 1: record of service performed; 2: If technician "a" does not complete the work in their shift, technician "b" needs to know what work was performed up to that point.

    Recommendation for HD cleanup:

    ·        For hard drive cleanup, I recommend using Hiren USB key or Hire CD and following the Triage Form

    ·        If booted off the customer’s hard drive, use section A of the XP, Vista or Windows 7 , 8, 8.1 and 10 cleanup form to delete temporary files.  Remember, viruses can be in the temp files and restore points therefore it is always a good idea to delete them. Another reason to delete them is that time is not wasted running virus checks on what could be several gigabyte of temp files and restore points.


    XP Cleanup form - Obsolete Form ( this is an old form still useful for step-by step virus removal but for general temp file removal, use the Triage cleanup  form) This form is a multi-step list of work-guidelines used when servicing computers needing software repair / virus removal / cleanup of temporary files. Section A removes temp and junk files. Section B has antivirus / Malware utilities. Section C is for updating and quality control checks.

    VISTA cleanup form  -  Obsolete Form( this is an old form still useful for step-by step virus removal but for general temp file removal, use the Triage cleanup  form)This form is a multi-step list of work-guidelines used when servicing computers needing software repair / virus removal / cleanup of temporary files. Section A removes temp and junk files. Section B has antivirus / Malware utilities. Section C is for updating and quality control checks.

    Windows 7 , 8, 8.1 and 10 cleanup form Obsolete Form( this is an old form still useful for step-by step virus removal but for general temp file removal, use the Triage cleanup  form)This form is a multi-step list of work-guidelines used when servicing computers needing software repair / virus removal / cleanup of temporary files. Section A removes temp and junk files. Section B has antivirus / Malware utilities. Section C is for updating and quality control checks.

    Triage cleanup form  - Replaces the XP, VISTA and Windows 7 , 8, 8.1 and 10 cleanup forms. This form is used when servicing a customer computer and you are booted of a Hiren USB key or the Hiren boot CD.

    ·        a step-by step form used to removed temp files and old restore points. This is an alternative form to the XP, Vista, and Win7 cleanup form. This method allows for removal of files that cannot be removed when booted off the computer’s hard drive.

    o   Defrag and scandisk can also be run from the Hiren USB key or the Hiren boot CD

    o   HD Tune, which checks for bad sectors, can also be run from the Hiren USB key or the Hiren boot CD

    o   Start Network Services from the Hiren and you can back up data directly to the data storage Buffalo device (Nas1)

    o    Start Network Services from the Hiren and you can run Superantispyware to check for viruses on the client's HD - Why do this ?  When a hard drive is severely infected it may not be able to install or run our utilities - when the hard drive is slaved into a work station or  when using the Hiren USB device,  running virus / malware utilities to clear up  some viruses first,  might then allow you to install / run utilities when you reboot off the hard drive.

    Back-up-and-reformat/re-image form  -When a customer’s software is damaged beyond repair, or there is so much spy ware / virus infestation that reformatting is the best option, or the hard drive is replaced, follow this checklist as a reminder of what to install or.  This allows for consistent service. All of us can easily forget steps when imaging a system.  This helps us provide consistent good service.

    Dell Image order of driver installation - Dell recommends installing drivers in a specific order - I understand the basic reasons behind  having a  proper order of driver installation BE familiar with the basic order mentioned.

    Service Sign - for out on campus - This form is available in the shop. We use this when we need to remove an item from on campus.  It is to notify the end user or others that the end user's equipment is in the shop for service.  When you need to enter any department office, communicate with the end user or administrative assistant of that department before doing so.  Tom will advise you in your work orders out on campus.  Do not rearrange end users offices, desk materials, or anything in their work area.  If you must do so in order to access the computer, be conscious of the end- user’s work area and do the best you can to return the area or its original state.

    How to remove the McAfee ePo  Agent/ MCafee agent – for the students who still have the PSU version of McAfee antivirus, these instructions work 99.999% of the time.  Uninstall as many McAfee programs through Control Add/Remove before following the directions on this form.

    PSU Wireless Configuration process and troubleshooting - This is a document created by Tom Morin that has been a great help in the troubleshooting PSU Wireless and connectivity issues.  Chris Drever, in the Networking division of ITS,  created a PSU wireless handout with tips of connecting different wireless devices to the PSU network.  Staff in the Repair Center have added tips to this document.  See this document here:  http://oz/~tom/forms/Plymouth_Wireless%20_C_Drever.pdf


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    Tool Trays

    There are plastic tool trays with the majority of the tools needed to service equipment in the shop.

    These include


    Tools specific to the service of Apple computers are located by the Apple work bench and  to be used only on Apple computers.


    Additional miscellaneous tools are located in other areas of the shop.


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    IScrew Compartment Trays - Prior to January 2013 we used ice cube trays to separate screws during laptop disassembly. 

    We now use black ESD standard screw  compartment trays (with a cover). - see example here:

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    CD kits

    Notice - As of July 2013  the CD kits are no longer  used  - The contents are either stored elsewhere in the shop or easily accessible on network drives

    Notice - as of February 2011,  all Cds and DVDs in the CD kits will be stored in ISO format or real-time format on \\nas2\iso.    A login password can be obtained from repair center full-time staff.

    When you are missing media from your kit, if it can not be located in the repair center,  burn a replacement CD / DVD from this source. All work stations have Roxio installed on them for burning media.


    The CD kits are software kits containing CDs and floppy that are available for internal use. Do not take these kits out of the store/shop.

    Keep these kits organized and full.  If you find media on the work benches return it to the appropriate kit or give it to Tom.

    Kits were updated January 2011.   Next scheduled update: Summer 2011.


    *** Windows 7 , 8, 8.1 and 10 media is presently  in top drawer of black file cabinet. ISO's of the different versions we have will also be stored on \\nas2\iso. Employees can burn new Cds or DVDs from this location using Roxio on the work stations.


    Kits contain:

    _ Win98 Diskette - bootable diskette.

    _ Eraser CD - used to low-level format hard drives

    _ DOS CD; Bootable - Bootable CD with DOS files.

    _ DOS CD; Bootable - Bootable CD with DOS files.

    _ Service CD - multiple utilities (registered and free)

    _ Service CD - multiple utilities (registered and free)

    _ Ultimate Boot CD - *  See notes on this Cd at the end of this section

    _ Ultimate Boot CD - *  See notes on this Cd at the end of this section

    _ Service Pack CD - XP SP3 VISTA SP1 and 2 ( 32 bit and 64 bit), Windows 7 , 8, 8.1 and 10  SP1 (( 32 bit and 64 bit)

    _ Service Pack CD - XP SP3 VISTA SP1 and 2 ( 32 bit and 64 bit)

    _ Audio CD  - To test the speakers / sound card

    _ Power DVD - Windows XP only - For Dells only

    _ Inspiron Driver DVDs - DVDs with drivers for the newer Dell laptops

    _ Latitude  Driver DVDs - DVDs with drivers for the newer Dell laptops

    _ Vostro / Studio Driver DVDs - DVDs with drivers for the newer Dell laptops

    _ Dell XP Home SP 3 with drivers

    _ Dell XP Professional SP 3 with drivers

    _ OEM  XP Home SP 3 with drivers

    _ OEM XP Professional SP 3 with drivers

    _ VISTA Basic SP2

    _ VISTA Home Premium SP2

    _ VISTA Home Premium SP2

    _ VISTA Business SP2

    _ VISTA Ultimate  SP2

    _ Roxio  for VISTA systems

    _ Power DVD for VISTA systems

    _ Dell laptop Service TAG CD


    As of January 2012, many versions if Microsoft Windows and Office are on \\nas2\iso in ISO format.

        It is planned to have the install packages of these versions on \\nas2\iso by May 2012.


    Windows 7 , 8, 8.1 and 10 media and Microsoft Office is also stored in a file cabinet.


    Apple software is stored in separate location in the shop.

    Other CDs are in the software library file cabinet.


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    Hiren USB key / Hiren boot CD -  more uses that you may think.



    If you do not know what the Hiren USB key (or the Hiren boot CD) is,  it   is a great utility when servicing Windows -based systems.  Reference site:

    ** New - As of January 2012,  the UBCD mention in previous sections of the Shop Guide has been removed from our software resources and has been fully replaced by the Hiren utilities.


     ** Never waste time running virus / Malware checks without removing the temp files, which may be several GB in size. Refer to appropriate cleanup step form ( based on what version Windows is on the computer), or boot off the Hiren USB key or the Hiren boot CD and navigate through Windows Explorer. Refer to the triage form for proper procedure to follow.   Ask for assistance if needed! 



         New as of July 2012 !!  I made a triage check-list form for hard drive cleanup when booted off  the Hiren. Ask for assistance if needed!     Find it here.


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    Hiren Bootable device This bootable CD  is similar to the Bart PE CD and the UBCD but it contains utilities that allow  to remove or change a forgotten Windows VISTA or Windows 7 , 8, 8.1 and 10 login password. FYI: 

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    Work Bench Bins - Plastic

    We kept  ESD  BLACK plastic screw containers and component trays  in the shop for when we disassemble a client laptop.

    We keep these items in a more central location for organizational purposes.

    Additional miscellaneous tools are located in other areas of the shop.



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    Software Library

    We have an ever-increasing software library in the shop, which we use to expedite the servicing of customers’ computers. These are located in the CD kits, file cabinets, or online.

    Some of these include:

                      * Registered utilities, with license codes, include Registry Mechanic, Data Rescue PC3


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    Software Utilities used in the shop

    In the servicing of customer computers we are always adjusting our procedures as we learn of new or improved procedures and utilities. Below are lists of the majority of the utilities we presently use.

    Registered utilities - for spy ware /  viruses / HD cleanup – The license codes for these registered utilities are available as needed. Ask shop staff for the codes.  Always remember to uninstall these registered utilities from the customer computer when done.

      * Windows


    New to Shop as of April 2015

      * Macintosh - installed on shop's iMAC

    1.         Disk warrior -

    2.         Tech Tool -

    3.         Data Rescue -


    Free Windows-based utilities: For malware /  viruses / HD cleanup  - We have these on the Service CD, or you get them online

    The service CD is also on \\nas2\iso.

    General utilities

    ·        Jellybean key finder – utility that shows Windows and Office license codes

            * Free version works for OS / OFFICE prior to Windows 7 , 8, 8.1 and 10 / Office 2010

            * Registered version - Required when Windows 7 , 8, 8.1 and 10 / 8 is present or Office 2010 or newer is present on computer

    ·        Belarc  Advisor - utility that shows all programs installed, hardware installed, and license codes

    ·        Particle Fury – Benchmark program, similar to Pass-mark Burn-in Test

    ·        VLC – a free alternative to Windows Media Player or Power DVD.

    ·        Reglite - an easy to use yet powerful registry editor.  Be careful with it!! **

    ·        DeepBurner – a free CD/DVD burning program.

    ·        HD Tune - Looks for bad blocks on a hard drive. - a nice utility!

    ·        JKDefrag,  Ultimate Defrag – free HD defrayment utility. - a nice utility!


    ** RegLite note - Normal Registry editor built into Windows allows for searching and finding one instance at a time. RegLite will allow for locating all instances of a word / phrase, allowing for deletion of all instances at once.  Some instances might not delete, as they may be in use.  Be CAREFUL with this utility. It is powerful and can severely damage the operating system accidentally

            Tip - When removing McAfee install files and Registry entries, first remove as much of the program as you can in Add / Remove  then use

                     MsConfig to uncheck and occurrence in the startup files.  Then run Reglite in normal mode AND safe mode, if needed


    Most, if not all free utilities can be found at on Repair Center storage media or on-line at, or


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    Recent additions to the shop hardware and software inventory

    January 2010

    VISTA (for Dell) media has been updated to include SP2.  Includes Dell VISTA Basic, Dell VISTA Home Premium, Dell VISTA Business, Dell VISTA Ultimate.

    January 2009 - UBCD has been updated with new utility definitions. Some utilities have been added and unused ones removed.

    Workhorses have been updated to Windows 7 , 8, 8.1 and 10

    August 2010 - NBoyd is updating the UBCD.

    January 2011 - Added a second Buffalo storage device for storage of shop utilities and images - NOT for storing customer images.

    April 2011 - Edited some documents for typos and general improvement.

    July 2011 - Hiren USB key - Replaces the UBCD.

    November 2011 - transfer of computer images from \\nas2\iso to \\itsnas\iso

    January 2012 - Data Rescue for PC ( data recovery)

    July 2013 - Hitman Pro

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    Shop documentation and resources

        PSU Repair Center Labor Rates  as of July 1, 2010

            Personal computers:

         PSU Repair Center Policies as of July 1, 2010


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    Virus removal procedures and suggestions

             *** This section will be updated as needed. When new invasive rogue viruses are introduced, or improved removal steps are realized, I will  insert appropriate information in this section.  ***


    "Viruses are an unnecessary evil created by people who do not know how to apply their skills effectively"


    Definitions of computer virus infections


    Although most computer owners have an antivirus program and a firewall installed, many viruses get through these, and the seemingly ineffective Microsoft Defender that is part of Windows VISTA and Windows 7 , 8, 8.1 and 10. Currently, there are several rogue programs that are quite invasive.  The more common ones that we see here are:

    Antivirus 2010,2011,2012,etc.... , Antispyware 2010,2011,2012,etc.... , Antispyware 2010,2011,2012,etc.... , VISTA Antispyware 2010,2011,2012,etc.... ,.

    A more complete list us here:


    Here are the steps we use to beat these viruses:

    1. First off, it is a waste of time to run virus removal procedures on a computer that is loaded with temp files and old restore points that are likely infected. . Use the Triage form to clean out the temp files. Following this form will get rid of possibly several gigabytes of junk  before starting the antivirus utilities. This saves time on your part.   BUT, yes there is a BUT.  If the client indicates the problem  occurred recently,  you may be able to use a Windows System Restore point to set the settings back before the event occurred that caused the problem. therefore you might NOT want to delete the restore points when doing triage until during the final inspection time.  Also,  during final inspection I like to CREATE a restore point and call it "Repair Center work completed".

    2. Here is the form I created  for cleaning up hard drives and removing viruses.---->   Triage form (covers multiple operating systems).

    3. AdwCleaner,MalawareBytes, Superantispyware,rkill and Spybot  are all good free programs that has been effective in removing all or most of these type infections, but may not remove 100% of the problems.  Remember to clear out browsers of toolbars and bad search engines and make sure the browser home page is not an improper site. I always recommend running two if not more of our utilities and also follow up with a registry cleaner such as Ccleaner if that is al  that is available. 

    4. Usually we need to run more than one of our utilities to remove all infections.

    5. Some infections require research on  the best removal techniques.  


    Severely infected computers may not let you run  the virus / malware removal utilities in normal mode.

    In a situation such as this, follow these procedures:

    1. Remove all temp files as instructed in the triage process

    2. Restart the computer in Safe Mode with Network and run the removal utilities once they are updated. Check network settigns if necessary to see if the proxy box is checked

           3.  After running steps 1 and 2,  restart the computer in normal mode and rerun the malware / antivirus utilities.

           4.  If you are successful,  make sure you remove any of our utilities that you installed.

           5.  There are situations when the quantity of viruses and level of infection is severe and may have damaged the Windows operating system files. If this situation we would recommend a data backup and re-image.


    ** On-line research for removing difficult infections is an important tool.


    Share your knowledge! If you have a process that works, let us know.

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    Troubleshooting hard drives in XP/VISTA / Windows 7 , 8, 8.1 and 10

    with a focus on Dell computers in the PSU campus environment

    by Tom Morin

    Initial release: August 2008

    Most recent edit: March 2010


     If you have a computer with a hard drive (HD) that you suspect may be faulty, there are methods you can use to determine this. This first section will use general procedures, and not those specified by a particular PC manufacturer. 

    Later in the article I will discuss:


    Symptoms of a possible failed or failing hard drive:


     (Miscellaneous  Note:  A laptop battery near end of life can slow down the computer. Remove battery if possible during troubleshooting slow-running laptops)


    Procedures used to verify hard drive status [ Isolate the problem!!!! ]:


    First level of troubleshooting steps:

    Second level of troubleshooting steps:

                     1. Eraser Kill disk utility   (we have the free version and registered version)

                    2. Our hard drive cloner / wiper equipment, which can handle up to 4 hard drives at a time.              

                    3. Hard Drive manufacturer utility (Western Digital, Seagate, Hitachi, Samsung). Toshiba does not have its own utility.

    ---------------   END OF SECTION ---------------  



    Dell Hard Drive diagnostics in Windows

     Dell installs diagnostics software on their computers original hard drives but if you reformat the hard drive, replace the hard drive or delete the diagnostic partition, you will lose the extended built-in diagnostics and will only have the quick diagnostic utility.

    If a Dell customer loses their original CDs that shipped with the computer, and they are the original owner of the computer, they can request a replacement set of the CDs from Dell at usually no charge. Customers can go here to request their replacement CDs. It asks for the purchaser's name and original mailing address.


    Here is a Dell technical note: How to run the HD diagnostics on a Dell computer: Here is a summary of it:

    To utilize the build-in Dell diagnostics use one of the following methods:

    1. Most Dell laptops - when power is off, press and hold the Fn key while turning laptop on, then release both keys.

    2. Newer Desktops - at the Dell splash screen, hold CTRL, ALT, and D keys simultaneously. The computer beeps once to acknowledge that the hard drive diagnostics  has been initiated

    3. All Dells - During POST, press F12 for “boot options”.  When the menu appears,  select Diagnostics to run the DST diagnostics.

      This will run a quick test of most of the hardware in the computer.  When complete, it will prompt you to enter the diagnostics partition, if present.  Again,  if you deleted the partition or installed a new HD,  this partition may be gone and only the abbreviated DST diagnostics will be available. If you get a Dell diagnostics error code, write it down!!

    4. Boot off the diagnostics CD for your model Dell.

    5. Hiren USB key or the Hiren boot CD - Has HD tune on it - This checks hard drives for bad sectors.

    6. Hiren USB key or the Hiren boot CD - April 2009 version - has common hard drive manufacturer's diagnostics on it. Also has HD Tune


    Data Recovery in Windows XP, Vista, Windows 7 , 8, 8.1 and 10: for data recovery from corrupt or damaged hard drives


    - End of document




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     Networked laser printer installation and troubleshooting - Tom installs most, if not all Networked printers on campus -


    a. When a new network laser printer is received:


    b. Information needed from the client

                    If a new network installation, we need the network jack number, room # and building in order to create a call log for Networking and Technology

                    Services. Networking will ensure the jack is activated. Technology Services will create a network queue.


    c. Laser printer  installation guideline


    d. Software tools used to view a network printer status

         1. Ping - example:  Start_Run type ping hublj ( enter any queued printer name). A successful ping results in three returns of the IP.

         2. Browse to printer queue name Example:  In a Browser, type the queue name of the printer,  such as hublj. If printer is online you will see general information on the printer.


    e. Troubleshooting tips

         1.  Print configuration page -  - check for print quality issues - If network card information is not in printout,  the network card may have failed.

         2. Any error messages on  printer display

         3. Check network cable / swap network cable

         4. Did someone swap cable to a different network jack not  knowing the possible  consequences

         5. //printers - determine if print jobs are hung

         6. ask ITS\Technology Services\Al Baker or James Cook  to clear queue

         7.  Reset printer to factory default  settings  through the control panel will remove any changes someone may have made to paper feed settings -     This does NOT reset network card settings.

        8. Cold Reset - A cold Reset of the printer will reset ALL settings back to factory default, including network settings and Control Panel settings.   I take this step whenever swapping out printers or when printer does not print and previous troubleshooting does not clear up the problem.  When a COLD reset is performed,  network settings MUST be reentered into the printer.

         8. Swap network card or printer for troubleshooting purposes.

             Network settings ( IP, Subnet Mast, Gateway) are stored in the network card therefore if the network card is removable,  it can be installed into a similar model printer for troubleshooting needs or when swapping out similar model printers.

         9. Tom or Hunter can ask Alan to look at the network queue  once we exhaust all troubleshooting steps.



    f. Printer paper jams -

        * Check for paper jammed in the paper tray, under the toner cartridge, or in the fuser.

        * If the printer has trouble picking up paper from the tray, or picks up multiple pieces of paper at the same time,  check the rollers for wear and

          try fresh paper. Paper absorbs moisture, and this can cause paper pickup problems.

        * If printer wants to take from manual feed tray first,  someone changed the settings. Reset to factory settings through Control panel... This will

           NOT wipe out network card settings.

    g. Print quality problems -

        * Depending on the type print quality problem,  there are specific sources that can cause the problem.   Experience will guide you here.

             Examples: vertical lines verses horizontal lines indicate different sources of the problem.


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    Data Backup Procedures


    Easy Transfer Backup -

    Know how to use easy Transfer backup which is part of Windows Vista, Windows 7 , 8, 8.1 and 10, and I assume Windows 8

    ** Tip - Make hidden files visible and unhide "protected operating system files" before initiating Easy Transfer. Ask how to do this if you are not sure.


    If the computer is functional and boots to the desktop and you can use the XP/VISTA/WIn7 Easy Transfer Utility, do so!

    Read here for XP easy transfer -

    Read here for VISTA easy transfer -

    Read here for Windows 7 , 8, 8.1 and 10 easy transfer -



    Manual backup -

    With a focus on Microsoft Windows computers in the PSU campus environment -


    We back up data, music, pictures, and sometimes Outlook E-mail:    

    In the user account folders, back up the following folders:


           For example:

    If due to a damaged hard drive, corrupt operating system or virus infestation, data backup through Windows Explorer is not possible, you can slave the customer hard drive into a work horse and try to retrieve the data using Final Data recovery software or Data Rescue PC3.


    A Brief document on the use of Final Data:




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    Low-level format a hard drive

    Why low-level format?

    What utility to use:

    To ensure the complete erasure of a hard drive, a process of zeroing the drive must take place. This involves the use of special software to write zeroes to each hard drive bit, byte, and sector of the hard drive over its entire volume. Many hard drive manufacturers provide such a hard drive utility as part of their disk management tools, but some do not, therefore commercial software can be used to wipe the drive. A free utility is available. Read on


    Hard drive zeroing procedures on Windows-based computers 


    Three methods available:

    A: Use our hard drive eraser equipment, which can zero up to 4 hard drives simultaneously

    B: Use the hard drive manufacturer's utility to erase the hard drive: You will first have to determine its make and model. There are some shareware utilities that can determine this ( Belarc advisor is one), but the easiest way is to open the computer case and look at the label sticker on the hard drive itself. This label will have both the make and model number on it. Take care to follow the appropriate safety procedures and use the proper tools. Also make sure that the computer is turned off and unplugged while you work inside it. Once you determine the make and model of the drive, visit the manufacturer's website to see if they have an appropriate disk utility package that can zero out the hard drive. (Check here first for links)   If available, download the software and follow their instructions to properly erase the hard drive.

    C:  Generic Utilities:

    A generic utility we commonly use is Eraser killdisk , an advanced security tool (for DOS and Windows), which allows you to completely remove sensitive data from your hard drive by overwriting it several times with carefully selected patterns. Eraser killdisk free version overwrites the hard drive only once while the licensed version can overwrite hard drives several times. The free version can be downloaded and installed onto a 3.5" diskette  or onto a CD. This utility  erases the drive using the Department of Defense 5220.22-M erasure standards. This utility  works on both IDE and SATA hard drives.  The licensed version, which we purchased on March 2012, is also available for use. The licensed version allows for multiple passes overthe hard drive for a more secure process. An "Eraser" CD is in the CD kits or stored elsewhere in the shop.




    Hard drive zeroing procedures on Macintosh Computers Options:


    Remove the hard drive and use our hard drive eraser equipment,

    You can also boot off a MAC OS CD, find the utilities folder, open the  Disk utility and find the option for securely zeroing the hard drive.   This takes awhile to run.


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    Image Creation Steps on a Dell computer hard drive


    With a focus on Dell computers in the PSU campus environment and is written with the type of equipment we service  in mind.

    by Tom Morin    Initial release:   August 2008 Most recent edit: March 2010 

    Refer to Dell article  number 268873 also covers the topic of installing Dell drivers in the correct order.

    Objective: When a customer’s hard drive in a Dell computer is proved to have failed, or a re-image is the best solution to repairing an OS problem, there are specific steps Dell recommends we use to install the operating system (Windows XP / VISTA / Windows 7 , 8, 8.1 and 10), drivers, and data onto a replacement hard drive.   Failure to follow these steps may result in blue screen messages.


    Steps are:


    1. Backing up data (if customer approves the labor) -

    ·         For information on what data is typically backed up, Refer to Data backup Procedures section .

    ·         If you cannot easily obtain the data using Windows Explorer, use Final Data 2.0 It is on the shop workhorse stations. Ask about procedures for backing up data. Instructions for using Final Data are here:

    2. Install new hard drive (or format existing hard drive)-

    ·         Windows CDs should be able to partition a new hard drive before it initializes the OS install. IF Windows CD media does not do this, use the DOS FDISK command to partition a hard drive.

    ·         Use service manual if needed.  They are  available online at

    3. Install operating system (if customer approves the labor) – options are:

    ·         Use a customer-provided restoration media. (See note ‘a’)  or...

    -     If using same hard drive and you have not reformatted it,  there may be a Factory Restore Partition hidden on the hard drive.

    ·         Use a software image, if available, from our software library (See note ‘a’)  or...

    ·         Use our slipstreamed OS CD/DVD. See note ‘a’


    ·         Note  ‘a’ --ŕny Windows CD / DVD will be able to partition a new hard drive before it initializes the OS install.


    If using a slipstreamed CD or OEM CD, Dell has the following recommendations for the order in which drivers are installed (The windows installation may have already installed some of these drivers). Refer to Dell Support article 268873  or follow these instructions:



            How to Download and Install Drivers in the Correct Order for Dell desktops and laptops. Article ID : 268873

    The following list is an overview of the correct order to install drivers on Dell desktops and laptops. After manually reinstalling a Microsoft® Windows® operating system, follow the order listed when reinstalling drivers. It is recommended that you print this list for reference when installing drivers.
    Windows may have already installed some of these drivers - Note: Some devices may not function properly if the drivers are installed out of order.

    1. Desktop System Software (DSS) or Notebook System Software (NSS) - A vital utility that provides critical updates and patches for the operating system. If you are reinstalling Windows or updating all drivers, it is important that this software be installed first. This is located under the System and Configuration Utilities Category on the Drivers and Downloads page.

    2. Chipset - Helps Windows control system board components and controllers. This is located under the Chipset Category on the Drivers and Downloads page.

    3. PCMCIA/Smartcard controller located under the Security Category on the Drivers and Downloads page.

    4. Intel Storage - Intel Matrix Storage Manager located under SATA Drives on the Drivers and Downloads page (only for Intel chipset computers).

    5. Audio Adapter - Enables and enhances the audio controller. This is located under the Audio Category on the Drivers and Downloads page.

    6. Video Adapter - Enhances video performance. This is located under the Video Adapter Category on the Drivers and Downloads page.

    7. Network Interface Card (NIC) - Enhances the network controller for Internet or network access. This is located under the Network Category on the Drivers and Downloads page.

    8. Control Point (DCP) - Controls power management, ambient light sensor, wireless profiles, and security features on laptops. This is located under the Applications on the Drivers and Downloads page. The DCP is split into three separate programs with each one controlling different aspects. It may not be necessary to install all three parts of DCP depending on the system configuration.
    a. Control Point System Manager - Controls power management and ambient light sensor settings.
    b. Control Point Security Manager - Controls security features such as the trusted platform module a finger print reader.
    c. Control Point Connection Manager - Controls wireless connection profiles.
    Note: Dell Control Point is new for Latitude E-Family. Other Dell laptops use Quickset to control power management and the ambient light sensor.


    9. Dell Quickset - Controls power management and the ambient light sensor. This is located under the Applications Category on the Drivers and Downloads page (Quickset is not applicable to Latitude E-Family laptops. Use Dell Control Point instead).

    10. Wireless Network Card - Enables and enhances the wireless network controller. This is located under the Network Category on the Drivers and Downloads page.

    11. Bluetooth® Module located under the Communication Category on the Drivers and Downloads page.

    12. Touchpad, Pointer, Track stick, Mice, and Keyboards - Enhances the pointing device features. This is located under the Mouse & Keyboards Category on the Drivers and Downloads page.

    13. Other Devices Intel vPro™ or AMT™ - Enhances system manageability. This is located under the Chipset Category on the Drivers and Downloads page.
    Dell Wireless Mobile Broadband Cards located under the Communication Category on the Drivers and Downloads page
    o Modem - Allows dial-up capability. This is located under the Communication Category on the Drivers and Downloads page.
    o Touch Screen Digitizer - Enables touch screen mouse control available on select Dell laptops. This is located under the Input Category on the Drivers and Downloads page.

    My 2-cents -

    14. BIOS – Always ensure the Dell computer has the newest BIOS

    15. For possible optical drive issues, you may want to ensure the optical drive firmware version is up to date by comparing the version in Device Manager with the version available for download. *** compare the manufacturer and model of the optical drive in device manager with available downloads at

    16. Ensure all windows updates are done.



    4. Restore Data – Restore it to same location  it was located on original hard drive. If this is not  possible, place in ‘data backup’ folder on desktop.

    5. Ensure that customer is aware that the operating system does not include any applications installed such as Microsoft Office,  iTunes, Napster, etc………

    Refer to the Back up and re-image checklist for further instructions.

    6. Re-enter the password that client had on the computer previously

    7. When the customer downloads and installs the iTunes program, it will search for music on the hard drive and reload it into the iTunes library.



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    PSU Wireless and policies for antivirus requirements for personal computers using the PSU network

     As of August 2009,  PSU  requires an up to date antivirus program in order to have network access.


        Bradford utility - a utility that monitors the antivirus program  to verify that it is up  to date. If not up to date,  the PSU network will display a message on the customer's computer.  This program is installed onto a laptop the first time it is connected to the PSU network.

    When a student first connects their computer to the PSU network via a wired connection, their computer's antivirus status will be verified.  If the Bradford utility is not yet installed, it will now install. If there is no antivirus program installed or the existing antivirus program on the laptop is NOT up to date, recommendations will be made. A computer will not be allowed onto the PSU network until the Bradford utility and an up to date antivirus program is installed.

    If you are unable to obtain an IP, either by using wireless or built-in network,  try these tips:  http://oz/~tom/forms/PSU Wireless_Bradford_Steps.pdf

    Prior to August 2009, PSU only allowed McAfee Antivirus program for students.

    As of August 2009,  PSU still requires an up to date antivirus but no longer requires that it be McAfee antivirus. 

    As of July 2012 we fully recommend using Microsoft security Essentials for an antivirus program. - Use the correct version - , XP, Win Vista/7 32-bit or Win Vista/7 64-bit. 

    Note:  As of April 8, 2014  Microsoft stopped XP support - MSE  for XP should be replaced with either AVG or Avaste antivirus

    If a customer has a new computer with a 60 or 90-day version of an antivirus program, it will need to be removed before one of the recommended free versions is installed.  If a customer has purchased a licensed copy of an antivirus program and asks us to install it, remove any other antivirus programs first.

    A computer should not have more than one antivirus program installed as they will conflict with each other and slow the computer down..

    For free antivirus programs, The Repair Center is using Microsoft Security Essentials.   You can download and install the above recommended free antivirus program at:


    Licensed antivirus programs:    If the Computer Repair Center is imaging a personal computer, the customer is primarily responsible for installing any licensed antivirus program. As a convenience, the customer can provide this to us (media and license code) for us to install.  If a customer has purchased a licensed copy of an antivirus program for installation, any other antivirus program will need to be removed first.

    If a customer does not have their licensed antivirus installation media or license code available, the Computer Repair Center staff can install Microsoft Security Essentials.  Again, without an approved antivirus program and the Bradford utility, wireless network access on the PSU network will not be possible.

    If a customer's computer still has MacAfee Enterprise Antivirus installed, advise the customer that PSU is now using Microsoft Security Essentials and ask if we can switch their antivirus program.

            *** Removing the McAfee Agent (also known as EPO agent) is not possible through Control Panel. Instructions are here:


            *** If working on a student computer in the shop and you cannot obtain a valid IP, refer to this ResNet configuration and troubleshooting document for help.

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         PSU ResNEt Windows Configuration and Troubleshooting



          If you have no network access at all, you may have a different issue – Can you use the integrated network and a network cable? If not, refer to appropriate document for no network access

          Pre-troubleshooting Notes: 

          Assumption in Section  ‘A’ is that the laptop has not been on the PSU network before.  If  a returning student is having trouble, check the ip using the ipconfig/all command ( read below) and/or  go to the troubleshooting section.

          o    A returning student may be trying to connect to a non-psu wireless network.

          USE a network cable to get on RESNET for the first time.

          o    When connecting a new student’s, or a returning student’s new computer to a shop’s ResNET jack (yes, we have a few of these in the shop) with a cable, wait a few minutes for the ResNET server to “see” the computer.  Bradford is known to take anywhere between 5 – 30 minutes. Ideally, it will take just a less that ten minutes but  be patient!

          o    You can turn off wireless at this point to eliminate any confusion. (Just remember to turn it back on and check network access through it when done).

          PSU ITS Networking Group recommends turning off the TCP/IP ipv6 feature.  You can do this in the Network Control Panel.

          Section A – Bradford stages

          There are three stages in the Bradford configuration process: The network IP will change as you get to each stage.

          ·         Registration     ·         Remediation     ·         Production


           When in windows, at the run command type CMD (enter). At the C: type ipconfig /all.  Look for the integrated NIC and find the IP.

          1.       At this time, the IP should be 10.11.(0 – 7).xxx This is the Registration stage.


          2.       Open browser and go to  Are you successful in getting to PSU?


          3.       If you have not already installed the Bradford utility you should be redirected and prompted to install the Bradford utility now. If you can’t get there right away, wait a minute or two and try again.

          Install it!!  Wait a few minutes and check the IP again.  The IP should now be 10.11.(16 – 23).xxx.  If not, wait a few more minutes. This is the remediation stage. If there is an approved AntiVirus program on the computer, ensure it is fully updated. If you do not see an antivirus program installed, install a free antivirus program ( we recommend Avaste antivirus, Microsoft Security Essentials, or AVG antivirus) We do NOT recommend McAfee  or Norton.


          Windows 8 and 10 has its own anti-malware program called Windows Defender.    With Windows 8 and 10 we also recommend downloading and installing Microsoft’s malicious software removal tool


          4.       Once the Anti Virus is all set, you should see an IP of This is the Production stage.  At this point, you should be able to go to ANY PSU site as well as off-campus.



          Notes:  If you have problems between above steps 1,2 or 3, restart the computer.


          Section B ResNEt connectivity Troubleshooting Steps

          This document is a work in process and will be added to / edited as information becomes available.   Most recent update: 6.11.2015


          Before troubleshooting Microsoft Windows connectivity issues:

          ·         Ensure that Windows is activated

          ·         When did problem start happening? If a recent issue, would a Windows Restore Point possibly fix the issue?

          ·         Is the required operating system service pack installed?

          ·         Bradford Utility installed?

          ·         Check Control Panel / Network and Sharing Center / Internet Options  / Connections tab / Lan Settings – Ensure Automatically detect settings box is checked and ensure the Proxy Server is NOT checked

          ·          Check Control Panel / Network and Sharing Center / - Click on your Network (Local Area Network and/or Wireless). Go to Properties – dbl-click on the IPV4 –ensure “obtain ….. Automatically “ boxes are checked. Click OK all the way out.

          ·         Ensure the Antivirus app is updated

          ·         Ensure Internet Explorer is at version 9 or newer

          ·         Ensure Windows Defender is updated (Windows 7 , 8, 8.1 and 10 and newer)

          ·         Does computer start up without errors?

          ·         Is the wireless network card turned on in computer setup (BIOS)?

          ·         Is the Device Manager clear of network driver conflicts?

          ·         The ipconfig command  must be done at the C: prompt.  [Start, Run, cmd  (right-click and run as administrator)].

          ·         VISTA + Windows 7 , 8, 8.1 and 10 –  when your try to run any of these commands;

          o   Ipconfig

          §  /release

          §  /renew

          ·         The winsock reset command  must be done at the C: prompt.  [Start, Run, cmd  (right-click and run as administrator)]

          o   At C:. type Netsh winsock reset

          o   You will need to restart the computer.

          o   See if  you have network access now


          There is also a Winsockfix utility – (Google it and learn what it does)

          ·         WinSockFix  is a downloadable utility that is a last resort if your Internet connection is corrupted due to removed or invalid registry entries. Available at, . It can be run from the desktop

          ·         Malware/viruses can corrupt the network registry settings.  

          ·         WinSockFix  can often the problem of lost connections after the removal of Adware components or improper uninstall of firewall applications or other tools that modify the OS network and Winsock settings.



          There is a Windows Repair (all in one) tool at   that I have tried a few times but not times to call it a success.  Make a Windows restore point before running it as a precaution.



          §  If the computer still has a problem with network connectivity, you have some research to do

        A map  of the Repair Center's network jacks is available here:  http://oz/~tom/forms/shop_network_jacks_with_subnet.pdf



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        Windows update not working Troubleshooting - Vista, Windows 7 , 8, 8.1 and 10, 8, 8.1



          This document is a work in process and will be added to / edited as information becomes available.   Most recent update: 6.11.2015

          ·         When the Windows update feature does not work, the problem should be resolved before returning system to the client as important Microsoft Security updates may be needed

          ·         Even on a newly imaged computers the Windows Update feature  has been a problem

          ·         When researching the issue online there are endless suggestions out there, therefore here are procedures that have worked. These procedures do not work on every computer – there are too many variables – try them and offer suggestions – share your success stories on the difficult cases.


          Below are procedures that worked for us, but not always the same thing fixes it, which makes it a frustrating endeavor – The order of these steps will be changed over time as their value in solving issues is realized

          ·         Is Windows activated?

          ·         When did problem start happening? If a recent issue, would a Windows Restore Point possibly fix the issue?

          ·         If you have no network access at all, you have a different issue – Can you open a browser and  browse to different sites? If not, refer to appropriate document

          ·         Is the Date / Time Zone correct / Time  correct

          ·         For Vista, Windows 7 , 8, 8.1 and 10 and Windows 8, turn off automatic updates – This has been proved to be the cause of both Windows 7 , 8, 8.1 and 10 and 8.1 update issues.

          ·         For Windows 7 , 8, 8.1 and 10 and 8 ensure Window defender is updated.  If defender update feature does not work manually download and install the defender definition update from Microsoft (ie, google Windows 7 , 8, 8.1 and 10/ Win 8 defender definition update).

          ·         If Internet Explorer is  version 8 or older, manually update Internet Explorer to version 9 ( it is on Hiren keys or google it for your OS  version and 32bit or 64bit. Note: Vista does not accept version 10 or higher

          ·         Update Java, Adobe Flash

          ·         Google ‘Windows Vista (or Windows 7 , 8, 8.1 and 10, 8,8.1) update fixit’ utility and run it. Wait about 5 minutes after running it and try updating now


          ·         See if an updated Windows Update Agent is available from Microsoft Download  Center available. Or go here: and select the correct version.

          ·         Download and run the Microsoft Malicious Software Removal Tool  - google it and get the correct version or go here: ( )

          ·         Temporarily disable antivirus apps and antimalware apps such as Malwarebytes

          ·         Ensure all the computer’s drivers are up to date, especially the network drivers and chipset.

          o   Dell’s support site has a system analysis. Go to, scroll down and enter the Dell computer’s service tag. Select ‘Drivers and Downloads; then select ‘Detect Drivers’. May also be called ‘System Analysis’.

            ·         When Windows update fails, note the error code it gives and try the solutions offered at the ‘update failure’ window (ie, windows update troubleshooter).

            ·         There is a Windows Repair (all in one) tool at   that I have tried a few times but not times to call it a success.  Make a Windows restore point before running it as a precaution.

            ·         Try the suggestions at this site “ How do I reset Windows Update Components”   (to be fair, I have only done steps 4a, 7,8, 10 and 11 as the other steps had too much typing required)


            Once the update problem is fixed and all updates are installed, a Windows update cleanup utility is available to remove outdated updates for disk. This is for Windows 7 , 8, 8.1 and 10 only. Go here for correct download based on OS version



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      Map of Repair Center network jacks with IP subnet details




      • In October 2010  a new private subnet was added to the shop.  The subnet is  the 114 subnet.


      • With Networking's help,  we changed many of the shop's jacks from the 115 and ResNet subnet to the 114 subnet.


        The 114 subnet gives us a secure network in which we can connect to the Buffalo storage device for securely backing up customer's data. This subnet can not be     accessed  from outside the Repair Center When using a computer connected to a 114 subnet jack,  follow the instructions in the Data backup Procedures section of this guide.


        A map  of the Repair Center's network jacks is available here:  http://oz/~tom/forms/shop_network_jacks_with_subnet.pdf



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          Revisions to this guide
          • January 2009 - Installed a 1TB Networked storage device in the shop.  This is to be used for backing up customer data.  Previously, we would back up data to one of the workhorses' hard drives.  The network drive is password protected.  To use this device,  connect a CAT 5 or CAT 6 network cable from the laptop to the switch on the work bench shelf.  Map to the Network Drive using \\naps\backup.  Make a folder on the backup device with customer's first and last name.
          • March 2009 - I created a Final Data quick reference guide, linked to from the final data info in the Software Programs / Utilities used in the shop section.
          • August 2009 - changes concerning the Antivirus procedures and policies.
          • January 2010 -  Minor procedural changes and a few broken links were fixed. Some of the linked documents were also updated.
          • February 2010 - learned how to manually insert page breaks. Not yet entered into this document. Found here:            Code is as follows:  <p style="page-break-before: always">   
          • March 2010 - Merged several previously separate documents top this guide (sections 18,19,20,21,22).
          • March 2010 - Added new sections - Communicating with customers, Quality Control and Surplus Program
          • June 2010 - Updated "what do we do" section.
          • July / August 2010 - Crease a Surplus section
          • May 2011 - updated the Network printer section.
          • January 2012 - replaced all references to UBCD with Hiren.
          • March 2012 - purchased licensed version of Eraser Kill Disk
          • August 2013 - Updated guide as needed -
          • January / February 2018 - first priority is update  and identify and/or remove  obsolete items
          • Future revision will eliminate duplicity



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          Projects Timeline


          This document is available online at in the shop documents drop menu.


          Summer2010 Projects

          1. Move shop to Highland Hall

          2. Update Ultimate Boot CD

          3. Update Service CD

          4. Update Driver DVDs

          5. Update Student Workers Guide - Front counter staff - what we will and will not service. / customer service. Refer to email sent 5.4.10

          6. Place copy of updated Service CD onto buffalo storage device

          7. Place copy of updated Driver DVDs  onto buffalo storage device

          8. Research new data recovery program

          9. Research and create section on blue screen messages - "blue screen reference table"

          10. Research and create section on using Event logs

          11. Research:  Hibernate verses sleep mode verses just turning off laptop when laptop is "on the move"

          12. Personal tasks:  Tom - Study Apple in preparation or certification renewal

          13. Personal objective: Hunter - Dell certification;   study toward Apple certification

          14. Take over management of surplus program as of July 1. Revamp procedures and surplus web site. Create an information page for PSU web site.

          15. Create imaging process for PASS Office loaner computers.

          16. Create training document for Help Desk student staff


          Spring Break 2011

                                1. Update Help Desk handout

                                2. Update Front Counter procedures

                                3. Research USNH Surplus policy

                                4. Update Shop's computer surplus program document

                                5. Update handout provided by Networking with shop tweaks and tips

                                6. Update Dell imaging instructions

                                7. Update Apple imaging instructions


                        Summer 2011

                            1. Create new section: --->  my wireless docs and tips


                    November 29, 2011 - From Alan -

    We've repurposed the NAS device that SSC bought for video storage for our own purposes.  The first is as the new ness\pub.  The new fileshare is \\itsnas02\pub.


    January 26, 2012 - Updated information of following:


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