SOP: Remote Repair & Diagnostics

Document Type: Standard Operating Procedure (SOP)
Version: 1.0
Status: Approved for Use
Audience: Technician + Client
Confidentiality: Internal / Client Delivery
Platforms Supported: Windows 10/11, Linux (Ubuntu/Pop!_OS)

1. Purpose

To provide comprehensive remote troubleshooting, diagnostics, and repair services for PC hardware and software issues, utilizing secure remote access tools and systematic diagnostic procedures.

2. Scope

This SOP applies to:

Remote troubleshooting of hardware and software issues
System diagnostics and performance analysis
Virus and malware removal
Driver updates and system optimization
Software installation and configuration

Not included:

Hardware replacement or physical repairs
Data recovery services
Network infrastructure issues
Issues requiring physical access

3. Responsibilities

Technician Responsibilities

Conduct systematic diagnostics using established procedures
Use secure remote access tools with client permission
Document all findings and actions taken
Provide clear explanations of issues and solutions
Recommend appropriate escalation paths when necessary

Client Responsibilities

Provide stable internet connection
Grant administrative access when required
Communicate symptoms and recent changes clearly
Follow preparation steps before remote session
Understand limitations of remote support

4. Requirements

4.1 Technical Requirements

Stable internet connection (minimum 5 Mbps)
Administrative credentials for system access
Supported operating system (Windows 10/11, Linux)
Remote access software (AnyDesk or TeamViewer)

4.2 Client Preparation

Backup important data before session
Close confidential applications
Ensure computer is plugged in (not on battery)
Have error messages or symptoms documented
Be available for questions during session

4.3 Diagnostic Tools Required

HWiNFO64 for hardware monitoring
CrystalDiskInfo for drive health
Malwarebytes for malware scanning
Windows Event Viewer for error logs
System file checker tools (sfc, DISM)

5. Procedure — Initial Troubleshooting

5.1 Symptom Assessment

Problem Classification
- System won’t boot or POST
- Performance issues (slow, freezing, crashing)
- Software or application problems
- Network connectivity issues
- Hardware component failures
Information Gathering
- When did the problem start?
- Recent changes (hardware, software, updates)
- Error messages or codes displayed
- Frequency and consistency of issues
- Troubleshooting steps already attempted
Impact Assessment
- Is the system usable at all?
- Are specific applications affected?
- Is data at risk?
- Is this time-sensitive?

5.2 Diagnostic Flowchart

Use the following decision tree for systematic troubleshooting:

flowchart TD
    A[PC won't boot] --> B{Any lights/fans?}
    B -->|No| C[Check PSU, power cable, outlet]
    B -->|Yes| D{POST beeps?}
    D -->|Yes| E[Check beep code meaning]
    D -->|No| F[Check RAM seating, try one stick]

    G[PC slow] --> H{When did it start?}
    H -->|After update| I[Roll back update]
    H -->|Gradual| J[Check disk space, malware, startup programs]

    K[PC crashes] --> L{During what activity?}
    L -->|Gaming| M[Check GPU temps, drivers, PSU]
    L -->|Random| N[Check RAM with MemTest86]
    L -->|Specific program| O[Reinstall program, check compatibility]

6. Procedure — Remote Access Setup

6.1 Remote Session Initiation

Tool Selection
- Use AnyDesk for quick connections (preferred)
- Use TeamViewer for more complex sessions
- Verify client has necessary software installed
- Test connection quality before proceeding
Session Documentation
- Record session start time
- Document client authorization
- Note system information (OS version, specs)
- Log initial symptoms and issues
Security Verification
- Verify client identity
- Confirm session purpose
- Explain what will be accessed
- Get explicit permission for each action

6.2 System Information Collection

Hardware Inventory
- CPU, RAM, GPU specifications
- Storage devices and health status
- Motherboard and BIOS information
- Peripheral devices and drivers
Software Inventory
- Operating system version and updates
- Installed applications and versions
- Startup programs and services
- Security software status
Performance Baseline
- CPU and memory usage at idle
- Disk space and health
- Network connectivity status
- Temperature readings

7. Procedure — Diagnostic Testing

7.1 Hardware Diagnostics

CPU and Memory Testing
- Monitor CPU temperatures and usage
- Check for thermal throttling
- Run Windows Memory Diagnostic
- Verify memory speeds and timings
Storage Analysis
- Run CrystalDiskInfo for drive health
- Check disk space usage
- Analyze disk performance
- Look for bad sectors or errors
GPU and Graphics Testing
- Monitor GPU temperatures and usage
- Check driver versions and stability
- Test display output and resolution
- Verify GPU power connections

7.2 Software Diagnostics

System File Integrity
- Run sfc /scannow to check system files
- Run DISM /Online /Cleanup-Image /RestoreHealth
- Check Windows Update status
- Review Event Viewer for critical errors
Malware and Security Scan
- Run Malwarebytes full scan
- Check Windows Defender status
- Review browser extensions and plugins
- Scan for suspicious processes
Performance Analysis
- Review Task Manager for resource usage
- Check startup programs impact
- Analyze background processes
- Identify performance bottlenecks

8. Procedure — Common Issues and Solutions

8.1 Boot and Startup Issues

No Power/No POST
- Verify power connections and outlet
- Check PSU switch and circuit breaker
- Test with minimal components (motherboard, CPU, RAM)
- Recommend in-person service if hardware failure suspected
Slow Boot Times
- Disable unnecessary startup programs
- Configure fast startup settings
- Update SSD firmware and drivers
- Check for disk errors and fragmentation
Blue Screen Errors
- Document error codes and messages
- Check Event Viewer for crash details
- Update drivers, especially chipset and GPU
- Test memory with diagnostic tools

8.2 Performance Issues

System Slowness
- Check for malware and viruses
- Remove bloatware and unnecessary programs
- Optimize startup programs
- Check for failing hardware components
High CPU Usage
- Identify processes using excessive CPU
- Check for malware or mining software
- Update or reinstall problematic applications
- Consider hardware upgrade if insufficient
Memory Issues
- Check for memory leaks in applications
- Verify RAM is running at correct speeds
- Test memory modules individually
- Recommend upgrade if insufficient

8.3 Software and Application Issues

Application Crashes
- Reinstall problematic application
- Check for compatibility issues
- Update application to latest version
- Verify system requirements are met
Driver Problems
- Update drivers from manufacturer websites
- Use DDU for clean GPU driver installation
- Roll back problematic driver updates
- Check for driver conflicts
Windows Update Issues
- Use Windows Update Troubleshooter
- Manually download and install updates
- Reset Windows Update components
- Consider in-place upgrade if necessary

9. Procedure — Repair and Resolution

9.1 System Cleanup and Optimization

Malware Removal
- Quarantine and remove detected threats
- Reset browser settings and extensions
- Clear temporary files and caches
- Schedule regular security scans
System Optimization
- Remove unnecessary startup programs
- Configure power settings for performance
- Optimize virtual memory settings
- Clean up disk space and defragment
Software Updates
- Install pending Windows updates
- Update critical drivers
- Update installed applications
- Configure automatic updates

9.2 Configuration and Setup

System Configuration
- Optimize Windows settings for performance
- Configure security and privacy settings
- Set up backup and recovery options
- Configure user accounts and permissions
Network Configuration
- Troubleshoot network connectivity
- Configure network adapters
- Set up network sharing and security
- Optimize network settings
Application Setup
- Install and configure requested software
- Set up default programs and file associations
- Configure application preferences
- Test application functionality

10. Procedure — Escalation and Referral

10.1 Hardware Failure Identification

Clear Hardware Issues
- PSU failure (no power, burning smell)
- Motherboard failure (no POST, multiple component failures)
- GPU failure (no display, artifacts, overheating)
- Storage failure (bad sectors, read/write errors)
Referral Process
- Explain limitations of remote service
- Recommend in-person diagnostic service
- Provide estimates for potential repairs
- Document findings for in-person technician

10.2 Data Recovery Situations

Data Loss Scenarios
- Accidental deletion of important files
- Corrupted operating system
- Failing storage drive
- Ransomware or encryption attacks
Referral to Specialists
- Explain data recovery limitations
- Recommend professional data recovery service
- Provide cost estimates and success rates
- Document system state for recovery specialists

11. Validation / Verification

Technician verifies:

All diagnostic tests completed successfully
Issues identified and documented accurately
Solutions implemented and tested
System performance improved
Client understands findings and recommendations

Client verifies:

Original issues are resolved
System is stable and functional
Performance meets expectations
Understanding of maintenance recommendations
Satisfaction with service provided

12. Troubleshooting (Common)

Problem	Cause	Fix
Remote connection drops	Unstable internet	Suggest wired connection or reschedule
Cannot access admin functions	Insufficient permissions	Guide client through U prompts
Scans take too long	Large drive or many files	Run scans overnight or in stages
Issue persists after fix	Incorrect diagnosis	Reassess with different approach
Client not available	Scheduling conflict	Reschedule session at convenient time

13. Maintenance

Schedule follow-up session if needed
Provide maintenance recommendations
Set up automated monitoring tools
Document solutions for future reference

14. Notes / Warnings

Always get explicit permission before accessing sensitive data
Explain limitations of remote support clearly
Never access personal files without specific reason
Document all actions taken during session
Recommend data backup before any major changes

15. Revision Control

Version: 1.0
Editor: Wizard Tech Services
Next Review: Within 90 Days