Sample Checklist/Procedures for Computer Repair Business

[GhostDog]

Here are a few checklists I have created for my computer repair related tasks that I thought I would share.

There are a few reasons having standard checklists and procedures are necessary:

• In a team environment, consistency and job tracking are critical. If a team member is ill, do you know where they left off yesterday?
• Avoid analysis paralysis. What do you do next? I've seen techs take far too long to address a routine issue like malware cleanup because they blanked out on what the next thing to try should be. OR worse, they spin their wheels running unnecessary and redundant scans to keep busy.
• Training is much simplified when you can show someone the standard steps that should be done for every job

These particular versions are old, we revisit and update these as tools fall in and out of favor and the environment changes. Feel free to add suggestions or comments, but just keep in mind our process has evolved from here.

 

[glricht]

Definitely good to have things documented, especially in a multi-tech environment. Couple of comments (in no particular order):

1. I never install Java unless I know for sure the customer has a reqm't for it. Too many potential problems down the road.
   
2. ComboFix has been known to cause problems in certain situations. OK to use if in dire straits? Yes. Would I run it as a normal thing? No.
3. After RKill, I'll normally run JRT and then ADWCleaner (since ADW requires a reboot).
4. Afterwards do Autoruns to clean out the startup list, which also includes the tasks in Task Scheduler. Run AutoRuns in admin mode, plus check the option "Hide Microsoft Items" to minimize the number of items listed.
5. If suspicious that problems still remain, RogueKiller is a good tool.
6. If a residential customer, why install FF or Chrome? They may be good alternatives for you and me, but many residential customers (especially less tech-savvy) will be confused.
7. Spybot is really not relevant anymore. Used to be a good tool a few years ago, but doesn't bring much to the table now-a-days.

My 2 cents worth.

 

[TechLady]

If a residential customer, why install FF or Chrome? They may be good alternatives for you and me, but many residential customers (especially less tech-savvy) will be confused.

Wha? Why the heck wouldn't you? Why on earth would you keep them on IE knowing what we know about it? 99% of my customers have no trouble transitioning to Chrome at all.

 

[GhostDog]

Good points, and the current procedures have evolved from what is posted here. Combofix has become less relevant since Windows 8.1, though I have never seen it break something.

As for the FF & Chrome install, it has saved us time and again when they call later and something does not work on the Internet. We can walk them through opening Chrome that was already installed rather than trying to walk them through downloading and installing another browser... especially if something is borked on their current browser. We don't change their default browser, though.

EDIT: Come to think of it, the some reason is behind putting Java and CCCP on the list as well as other runtimes. If the customer sees they need it and tries to google and install a codec or runtime on their own they (in my experience) will often get suckered by some malware-laden option.

 

[cypress]

Good points, and the current procedures have evolved from what is posted here. Combofix has become less relevant since Windows 8.1, though I have never seen it break something.

As for the FF & Chrome install, it has saved us time and again when they call later and something does not work on the Internet. We can walk them through opening Chrome that was already installed rather than trying to walk them through downloading and installing another browser... especially if something is borked on their current browser. We don't change their default browser, though.

EDIT: Come to think of it, the some reason is behind putting Java and CCCP on the list as well as other runtimes. If the customer sees they need it and tries to google and install a codec or runtime on their own they (in my experience) will often get suckered by some malware-laden option.

I have definitely had Combofix mess up a system before. Fortunately I was able to fix it up without any further damage but ever since then I tread lightly with that program. I only use it when it is absolutely necessary.

I stop used Java.

I completely agree with you on using Firefox or Chrome. Thanks for the PDF files!

 

[MDD1963]

Wha? Why the heck wouldn't you? Why on earth would you keep them on IE knowing what we know about it? 99% of my customers have no trouble transitioning to Chrome at all.

Oddly enough, my 72 year old mother uses Chrome, but, I stubbornly cling to IE on my Win7, but do resort to using Chrome on WinXP systems, as some programs/applications refuse to work with outdated versions of IE on WinXP

 

[HCHTech]

Why the heck wouldn't you?

Exactly. I always install a 2nd browser if they only have IE. I also explain why. I can't remember anyone balking and it gives me a good first suggestion if they ever call complaining that a particular site is having problems.

 

[glricht]

Wha? Why the heck wouldn't you? Why on earth would you keep them on IE knowing what we know about it? 99% of my customers have no trouble transitioning to Chrome at all.

I'm coming from the perspective that it's already IE 11, the user is not having IE issues and is a senior/not-tech-savvy, etc. If they're having "Internet" issues and using IE (especially prior to 11), then I'll definitely talk to them about Chrome or FF. But otherwise, why change things as part of a normal piece of work, especially if they didn't ask for it? (again, just my 2 cents, and it certainly depends on the circumstances)

 

[TechLady]

Yes, IE 11 is...better...better than previous versions of IE. Nevertheless, there's this: At Pwn2Own, Chrome Is First, IE Last In Browser Security

"Over the past few years, IE and Firefox have traded off being in last place, but Chrome is usually consistently the one with the least vulnerabilities. Google created Chrome from the beginning with security in mind (the process sandbox, as well as other security features), so it's not too surprising to see it again be the most robust."​

Then there's this (edited for brevity):

IE probably has the worst reputation for security.

There have been plenty of severe vulnerabilities exposed in its programming over the years. Far more than any other browser. Which makes using IE a rather dubious affair when you’re always wondering what else they’ve messed up.

Additionally, IE is completely closed source. Considering that we now know Microsoft has been targeted by the NSA spying efforts, all bets are off. We don’t know what they may have been coerced into putting in their browser.​

Leaving people on IE as default is just asking for trouble in my opinion.

 

[glricht]

@TechLady: point taken. Guess I need to rethink this, especially considering that IE is hidden by default in Win 10. If they're running FF or Chrome then when Win 10 comes in, it's business as usual and no real change.

 

[GhostDog]

This is a good example of how these lists need to be customized for your particular niche and clients. We still have a lot of people out here in a very rural area on DSL and dial-up, and not a lot of tech knowhow compared to other markets where I have lived and worked.

 

[SAFCasper]

For virus removal you may want to add a check for malicious proxy settings and host file settings. The system could be 100% free of infection but a hosts file entry to direct facebook.com to some seedy website that re-infects the user.

Personally I just run RogueKiller as it finds them for you during the scan.

I also agree with other comments on ComboFix. It's a great tool but I only use it when usual methods fail. I have first hand experience of it butchering a couple of systems.

 

[mikemcg]

May want to look at Patch My PC [patchmypc.net] as an alternative to ninite. It does Flash, and can be scheduled to run at regular intervals [I really only do this for the old ladies that call in every time there is an update and they do not know what to do].

Also, what is TFC? [I do not recognize the acronym]? Thanks.

 

[GhostDog]

http://www.bleepingcomputer.com/download/tfc/ - TFC is the name of the program, it stands for Temp File Cleaner.

 

[gadgetfixup]

We started the Chrome and FF installs after having 3 customers in one week come back after clean-outs that went home and immediately downloaded malware packed Chrome installs. That is when we adopted the browser shotgun method, install FF and Chrome so customers that love one or the other don't get hijacked immediately installing a packed file.

 

[rojinkm]

I run CCleaner first then JRT ADWcleaner and Malware Anti bytes.
Web browsing FF and Chrome
Foxit Reader for PDF

Thanks for the files

 

[CheddarPCsKP]

Virus removal - depending on the state of the system a combination from Kaspersky Rescue Disk, Rkill, TDSSk, MWB, JRT, ADWC, RK, and Eset Smartscan. Combofix only if needed. New restore point created, then disk clean deleting previous restore points

Tuneup/healthcheck - CC, plus the above as needed, DF, Autoruns, fan vents blown through, Flash and Java updated as needed, customer's AV updated, browser(s) reset, Windows Update run, new restore point created, then disk clean deleting previous restore points, Burn In Test run on completion to generate test certificate.
We use a checklist for tune ups; we usually have 2 or 3 on the go and the checklist keeps everything together.
The customer gets a service sheet with recommendations - we sell quite a few Eset licences off the back of this as we see a lot of PCs with expired Norton / McAfee licences - plus the BIT certificate. We also recommend a backup on every single job.

Every single machine that comes in is tested with GSmart, and wiped clean with disinfectant wipes before we do anything with it - this is in the interests of our health as much as anything else.

We don't install FF or Chrome - we have done in the past but a lot of our customers are elderly and set in their ways and another browser just causes confusion.

 

[avante]

Is Windows activation key legible under laptop.

That has bit us a couple of times.

 

[bundyitsolutions]

Guides like this can be handy, Thanks for this!.

 

[MDD1963]

Is Windows activation key legible under laptop.

That has bit us a couple of times.

(In fact, I noticed a few weeks ago that my own sticker is now illegible on the underside of my HP laptop now has about the last half completely unreadable.....SWEET! However, UVK will grab the Win product key off the disk if you can get at least to safe mode)