KangaByte Computer Repair

Diagnostic Process

Procedure: SP-002  |  Version: 2.5  |  Last Updated: 15 May 2025  |  Owner: Marcus Chen

Pre-Diagnostic Checklist

• Retrieve the device from the intake locker using the job number
• Verify the device matches the record (check serial number)
• Read the customer's reported issue carefully
• Put on ESD wrist strap and ensure mat is active
• Have diagnostic tools ready (USB boot drive, multimeter, etc.)

Part A: Physical Inspection

1. External condition: Note all cosmetic damage, dents, scratches, missing parts
2. Screen: Check for cracks, dead pixels, backlight bleed, discolouration
3. Ports: Inspect all USB, HDMI, Ethernet, power ports for damage or debris
4. Hinges & latches: Test laptop hinges for looseness or cracks
5. Keyboard: Test every key (use online keyboard tester)
6. Trackpad/mouse: Test click, scroll, multi-touch gestures
7. Camera & microphone: Quick test via Camera app
8. Speakers & headphone jack: Test audio output
9. Internals (if accessible): Check for dust buildup, swollen battery, loose connections

Part B: Software Diagnostics

Test	Tool	What to Look For
BIOS/UEFI	Del/F2 at boot	BIOS version, detected hardware, temperatures
Memory Test	MemTest86 (USB boot)	RAM errors (run overnight for thorough test)
Storage Health	CrystalDiskInfo / SMART	Reallocated sectors, pending sectors, temperature
CPU Stress	Prime95 (30 min)	Thermal throttling, BSOD, random shutdowns
GPU Test	Unigine Heaven / FurMark	Artifacts, driver crashes, temperature
Battery Health	BatteryInfoView / HWMonitor	Charge cycles, wear level, capacity vs design
Network	Speedtest / ipconfig	WiFi connectivity, Bluetooth, Ethernet
OS Integrity	sfc /scannow, DISM	Corrupted system files, Windows updates

Part C: Issue-Specific Diagnostics

Desktop / Tower

• Check PSU voltages with multimeter (12V, 5V, 3.3V rails)
• Test with known-good PSU if suspected PSU failure
• Reseat all expansion cards and RAM modules
• Check motherboard for blown capacitors

Laptop

• Test with external monitor to isolate screen vs GPU issues
• Check for swollen battery (bulging trackpad or base)
• Test AC adapter voltage (should match label)
• Check DC jack for physical damage or looseness

MacBook / Mac

• Run Apple Diagnostics (hold D at boot)
• Check Apple-specific diagnostics codes
• Verify parts compatibility — Mac parts are model-specific
• Document any T2/M-series security considerations

Part D: Document Findings

1. Update the job record with all findings in the Diagnosis Notes section
2. Categorise issues:
   • Confirmed Issue: Definitively identified problem
   • Suspected Issue: Probable cause (needs parts to confirm)
   • Additional Findings: Issues not reported by customer but discovered
3. Create a detailed parts list and labour estimate
4. Assign priority: Urgent (data at risk) | High (unusable) | Normal (partial function) | Low (minor)
5. Estimated repair time for each item

Part E: Generate Quote

1. In StockMate, click "Generate Quote" on the job record
2. Itemise all parts with individual costs
3. Itemise labour (diagnostic + repair time at $110/hr)
4. Add GST (10%)
5. Review the quote for accuracy
6. Contact customer with findings and quote — via phone first, then follow up with written quote via SMS/email

Time Limits

• Initial diagnosis: Complete within 4 hours of intake
• Quote to customer: Same day as diagnosis
• Customer response: 48 hours (follow up after 24h if no response)
• If no response after 7 days: Send reminder; after 30 days → final notice