IT Essentials

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Introduction xxiv

Chapter 1 Introduction to the Personal Computer 1

Objectives 1

Key Terms 1

Introduction (1.0.1) 4

Cases and Power Supplies (1.1.1) 4

Computer Cases (1.1.1.1) 4

Power Supplies (1.1.1.2) 6

     Connectors 7

Electricity and Ohm’s Law (1.1.1.3) 8

Internal PC Components (1.1.2) 11

Motherboards (1.1.2.1) 11

CPUs (1.1.2.2) 13

Cooling Systems (1.1.2.3) 16

ROM and RAM 18

ROM (1.1.2.4) 18

RAM (1.1.2.5) 19

Memory Modules (1.1.2.6) 20

  Cache Memory 22

 Error Checking 22

Adapter Cards and Expansion Slots (1.1.2.7) 22

Storage Devices and RAID (1.1.2.8) 25

  Floppy Drive 26

  Hard Drive 26

  Tape Drive 27

  Optical Drive 27

  External Flash Drive 28

  Types of Drive Interfaces 28

Internal Cables (1.1.2.9) 30

External Ports and Cables (1.1.3) 31

Video Ports and Cables (1.1.3.1) 31

Other Ports and Cables (1.1.3.2) 35

  Serial Ports and Cables 35

  Modem Ports and Cables 36

  USB Ports and Cables 36

  FireWire Ports and Cables 37

  Parallel Ports and Cables 38

  eSATA Data Cables 38

  SCSI Ports and Cables 38

  Network Ports and Cables 39

  PS/2 Ports 40

  Audio Ports 40

Input and Output Devices (1.1.4) 41

Input Devices (1.1.4.1) 41

  Mice and Keyboards 41

  Gamepads and Joysticks 42

  Digital Cameras and Digital Video Cameras 42

  Biometric Identification Devices 43

  Touchscreens 43

  Digitizers 43

  Scanners 44

Output Devices (1.1.4.2) 44

  Monitors and Projectors 44

  All-in-One Printers 46

  Speakers and Headphones 46

Monitor Characteristics (1.1.4.3) 46

  Connecting Multiple Monitors to a Single Computer 48

Selecting PC Components (1.2.1) 49

Case and Power Supply (1.2.1.1) 49

Selecting Motherboards (1.2.1.2) 50

Selecting the CPU and Heat Sink and Fan Assembly (1.2.1.3) 51

Selecting RAM (1.2.1.4) 53

Selecting Adapter Cards (1.2.1.5) 54

  Graphics Cards 54

  Sound Cards 55

  Storage Controllers 55

  I/O Cards 56

  NICs 56

  Capture Cards 57

Selecting Hard Drives and Floppy Drives (1.2.1.6) 57

  Floppy Disk Drive 57

  Hard Drives 57

Selecting Solid State Drives and Media Readers (1.2.1.7) 60

  Solid State Drives 60

  Media Readers 61

Selecting Optical Drives (1.2.1.8) 62

Selecting External Storage (1.2.1.9) 62

Selecting Input and Output Devices (1.2.1.10) 63

Specialized Computer Systems (1.3.1) 64

CAx Workstations (1.3.1.1) 65

Audio and Video Editing Workstations (1.3.1.2) 65

Virtualization Workstations (1.3.1.3) 67

Gaming PCs (1.3.1.4) 68

Home Theater PCs (1.3.1.5) 69

Summary (1.4.1) 71

Summary of Exercises 71

Worksheets 71

Check Your Understanding 72

Chapter 2 Lab Procedures and Tool Use 75

Objectives 75

Key Terms 75

Introduction (2.0.1) 77

Safe Lab Procedures (2.1) 77

General Safety (2.1.1.1) 77

Electrical Safety (2.1.1.2) 78

Fire Safety (2.1.1.3) 78

Procedures to Protect Equipment and Data (2.1.2) 79

ESD and EMI (2.1.2.1) 79

  Climate 80

Power Fluctuation Types (2.1.2.2) 80

Power Protection Devices (2.1.2.3) 81

Procedures to Protect the Environment (2.1.3) 82

Material Safety and Data Sheet (2.1.3.1) 82

Equipment Disposal (2.1.3.2) 83

  Batteries 83

  Monitors 84

  Toner Kits, Cartridges, and Developers 84

  Chemical Solvents and Aerosol Cans 84

Proper Use of Tools (2.2) 84

Hardware Tools (2.2.1) 84

  ESD Tools (2.2.1.2) 85

  Hand Tools (2.2.1.3) 85

  Cleaning Tools (2.2.1.4) 86

  Diagnostic Tools (2.2.1.5) 86

Software Tools (2.2.2) 88

  Disk Management Tools (2.2.2.1) 88

  Protection Software Tools (2.2.2.2) 89

Organizational Tools (2.2.3) 89

  Reference Tools (2.2.3.1) 89

  Miscellaneous Tools (2.2.3.2) 91

Demonstrate Proper Tool Use (2.2.4) 92

  Antistatic Wrist Strap (2.2.4.1) 92

  Antistatic Mat (2.2.4.2) 93

  Hand Tools (2.2.4.3) 94

  Cleaning Materials (2.2.4.6) 98

Summary (2.3.1) 101

Summary of Exercises 101

Labs 101

Worksheets 102

Check Your Understanding 102

Chapter 3 Computer Assembly 105

Objectives 105

Key Terms 105

Introduction (3.0.1) 106

Open the Case and Install the Power Supply (3.1.1) 106

Open the Case (3.1.1.1) 106

Install the Power Supply (3.1.1.2) 107

Install the Motherboard (3.1.2) 108

Install the CPU, Heat Sink, and Fan Assembly (3.1.2.1) 108

  CPU 108

  Heat Sink and Fan Assembly 110

Install RAM (3.1.2.2) 111

Install the Motherboard (3.1.2.3) 112

Install the Drives (3.1.3) 113

Install the Internal Drive (3.1.3.1) 113

Install the Optical Drive (3.1.3.2) 113

Install the Floppy Drive (3.1.3.3) 114

Install the Adapter Cards (3.1.4) 115

Types of Adapter Cards (3.1.4.1) 115

Install a NIC (3.1.4.2) 116

Install a Wireless NIC (3.1.4.3) 116

Install a Video Adapter Card (3.1.4.4) 117

Install the Cables (3.1.5) 118

Install the Internal Power Cables (3.1.5.1) 118

  Motherboard Power Connections 118

  SATA Power Connectors 119

  Molex Power Connectors 119

  Berg Power Connectors 119

Install the Internal Data Cables (3.1.5.2) 120

  PATA Data Cables 120

  SATA Data Cables 121

  Floppy Data Cables 121

Install the Front Panel Cables (3.1.5.4) 122

  Power and Reset Buttons 123

  Power and Drive Activity LEDs 124

  System Speaker 124

  USB 124

  Audio 125

Install the Case Assembly (3.1.5.6) 126

Install the External Cables (3.1.5.7) 126

POST and BIOS (3.2.1) 128

BIOS Beep Codes and Setup (3.2.1.1) 128

  POST Card 129

BIOS Setup (3.2.1.2) 129

BIOS Configuration (3.2.2) 131

BIOS Component Information (3.2.2.1) 131

BIOS Configurations (3.2.2.2) 131

  Time and Date 131

  Disabling Devices 132

  Boot Order 132

  Clock Speed 132

  Virtualization 133

BIOS Security Configurations (3.2.2.3) 133

BIOS Hardware Diagnostics and Monitoring (3.2.2.4) 134

  Temperatures 134

  Fan Speeds 135

  Voltages 135

  Clock and Bus Speeds 135

  Intrusion Detection 136

  Built-In Diagnostics 136

Motherboard and Related Components (3.3.1) 137

Motherboard Component Upgrades (3.3.1.1) 137

  CPU Installation 138

  Jumper Settings 138

  CMOS Battery Installation 139

Upgrade the Motherboard (3.3.1.2) 139

  BIOS Updates 140

Upgrade CPU and Heat Sink and Fan Assembly (3.3.1.3) 141

Upgrade the RAM (3.3.1.4) 142

Upgrade the BIOS (3.3.1.5) 143

Storage Devices (3.3.2) 144

Upgrade Hard Drives and RAID (3.3.2.1) 144

Input and Output Devices (3.3.3) 147

Upgrade Input and Output Devices (3.3.3.1) 147

Summary (3.4.1.1) 149

Summary of Exercises 149

Virtual Desktop Activities 150

Labs 150

Worksheets 150

Check Your Understanding 151

Chapter 4 Overview of Preventive Maintenance 155

Objectives 155

Key Terms 155

Introduction (4.0.1) 156

Preventive Maintenance (4.1) 156

Benefits of Preventive Maintenance (4.1.1.1) 156

Preventive Maintenance Tasks (4.1.1.2) 157

  Hardware 157

  Software 157

Clean the Case and Internal Components (4.1.1.3) 158

Inspect Internal Components (4.1.1.4) 159

Environmental Concerns (4.1.1.5) 160

Troubleshooting Process Steps (4.2.1) 160

Introduction to Troubleshooting (4.2.1.1) 161

  Data Backup 161

Identify the Problem (4.2.1.2) 162

  Conversation Etiquette 162

  Open-Ended and Closed-Ended Questions 163

  Documenting Responses 163

  Beep Codes 163

  BIOS Information 164

  Event Viewer 164

  Device Manager 164

  Task Manager 165

  Diagnostic Tools 165

Establish a Theory of Probable Cause (4.2.1.3) 166

Test the Theory to Determine Cause (4.2.1.4) 166

Establish a Plan of Action to Resolve the Problem and

Implement the Solution (4.2.1.5) 167

Verify Full System Functionality and, If Applicable, Implement

Preventive Measures (4.2.1.6) 168

Document Findings, Actions, and Outcomes (4.2.1.7) 168

PC Common Problems and Solutions (4.2.2.1) 169

Summary (4.3.1) 175

Summary of Exercises 175

Check Your Understanding 175

Chapter 5 Operating Systems 179

Objectives 179

Key Terms 179

Introduction 5.0.1.1 181

Modern Operating Systems (5.1) 181

Terms (5.1.1.1) 181

Basic Functions of an Operating System (5.1.1.2) 181

  Hardware Access 182

  File and Folder Management 182

  User Interface 182

 Application Management 183

Processor Architecture (5.1.1.3) 183

Types of Operating Systems (5.1.2) 184

Desktop Operating Systems (5.1.2.1) 185

  Microsoft Windows 185

  Apple OS X 186

  Linux 186

Network Operating Systems (5.1.2.2) 186

Customer Requirements for an Operating System (5.1.3) 187

OS-Compatible Applications and Environments (5.1.3.1) 187

Minimum Hardware Requirements and Compatibility with the OS Platform (5.1.3.2) 188

  Microsoft Compatibility Center 188

Comparing OS Requirements (5.1.3.3) 189

Operating System Upgrades (5.1.4) 192

Checking OS Compatibility (5.1.4.1) 192

  Upgrade Advisor 192

Windows OS Upgrades (5.1.4.2) 193

Data Migration (5.1.4.3) 195

  User State Migration Tool 195

  Windows Easy Transfer 195

  File and Settings Transfer Wizard for Windows XP 196

Operating System Installation (5.2) 196

Hard Drive Partitioning (5.2.1.1) 196

  Partitioning 197

Hard Drive Formatting (5.2.1.2) 198

  Quick Format Versus Full Format 200

OS Installation with Default Settings (5.2.1.4) 200

  Network Settings 202

Account Creation (5.2.1.8) 203

Complete the Installation (5.2.1.12) 204

  Windows Update 205

  Device Manager 206

Custom Installation Options (5.2.2) 207

Disk Cloning (5.2.2.1) 207

Other Installation Methods (5.2.2.2) 207

  Network Installation 208

  PXE Installation 209

  Unattended Installation in Windows 7 and Vista 209

  Image-Based Installation 210

  Remote Installation 210

System Recovery Options (5.2.2.6) 211

  System Recovery Options 211

  System Image Recovery 213

  Automated System Recovery in Windows XP Professional 214

  Factory Recovery Partition 214

Boot Sequence and Registry Files (5.2.3) 214

Windows Boot Process (5.2.3.1) 214

  Windows Boot Process 215

  Windows Boot Loader and Windows Boot Manager in Windows 7 and Windows Vista 216

  NTLDR and the Windows Boot Menu in Windows XP 216

  NT Kernel 216

Startup Modes (5.2.3.2) 217

Windows Registry (5.2.3.3) 217

Multiboot (5.2.4) 218

Multiboot Procedures (5.2.4.1) 219

  BOOTMGR File 219

Disk Management Utility (5.2.4.2) 220

  Drive Status 221

  Extending Partitions 222

  Splitting Partitions 222

  Assigning Drive Letters 222

  Adding Drives 222

  Adding Arrays 223

Directory Structure and File Attributes (5.2) 224

Directory Structures (5.2.5.1) 224

  Drive Mapping 224

  Mounting a Volume 224

User and System File Locations (5.2.5.2) 225

  User File Locations 225

  System Folder 225

  Fonts 225

Temporary Files 226

  Program Files 227

File Extensions and Attributes (5.2.5.3) 227

Application, File, and Folder Properties (5.2.5.4) 228

  Application and File Properties 229

  Folder Properties 229

  Shadow Copy 230

The Windows GUI and Control Panel (5.3) 230

Windows Desktop (5.3.1.1) 230

  Gadgets 231

Desktop Properties (5.3.1.2) 232

Start Menu and Taskbar (5.3.1.3) 233

  Start Menu 233

  Taskbar 234

Task Manager (5.3.1.4) 234

Computer and Windows Explorer (5.3.1.8) 236

  Computer 236

  Windows Explorer 236

  Launching Applications and Opening Files 236

Windows 7 Libraries (5.3.1.9) 237

Install and Uninstall Applications (5.3.1.10) 237

  Adding an Application 237

  Uninstalling or Changing a Program 238

Control Panel Utilities (5.3.2) 239

Introduction to Control Panel Utilities (5.3.2.1) 239

User Accounts (5.3.2.2) 241

  User Account Control Settings 241

Internet Options (5.3.2.6) 242

Display Settings (5.3.2.10) 243

Folder Options (5.3.2.11) 245

  General Tab 245

  View Tab 245

  Search Tab 245

Action Center (5.3.2.12) 245

Windows Firewall (5.3.2.13) 246

Power Options (5.3.2.14) 247

System Utility (5.3.2.15) 248

  Performance Settings 248

  Windows ReadyBoost 249

Device Manager (5.3.2.19) 250

Regional and Language Options (5.3.2.23) 252

Administrative Tools (5.3.3) 252

Computer Management (5.3.3.1) 252

Event Viewer, Component Services, and Data Sources (5.3.3.2) 253

Services (5.3.3.3) 254

Performance and Windows Memory Diagnostic (5.3.3.4) 255

System Tools (5.3.4) 256

Disk Defragmenter and Disk Error-Checking Tool (5.3.4.1) 256

  Disk Defragmenter 256

  Disk Error-Checking Tool 257

System Information (5.3.4.5) 258

Accessories (5.3.5) 259

Remote Desktop (5.3.5.1) 259

Control Panel Utilities Unique to Specific Windows Versions (5.3.6) 260

Windows 7 Unique Utilities (5.3.6.1) 261

  HomeGroup 261

  Action Center 261

  Windows Defender 261

  RemoteApp and Desktop Connections 262

  Troubleshooting 262

Windows Vista Unique Utilities (5.3.6.2) 262

Windows XP Unique Utilities (5.3.6.3) 263

Command-Line Tools (5.3.7) 264

Windows CLI Commands (5.3.7.1) 264

Run Line Utility (5.3.7.3) 265

  MSCONFIG 267

Client-Side Virtualization (5.4) 268

Purpose of Virtual Machines (5.4.1.1) 268

Hypervisor: Virtual Machine Manager (5.4.1.2) 269

  Windows Virtual PC 269

  Windows XP Mode 270

Virtual Machine Requirements (5.4.1.3) 270

Common Preventive Maintenance Techniques for Operating Systems (5.5) 271

Preventive Maintenance Plan Contents (5.5.1.1) 271

  Preventive Maintenance Planning 271

  Security 272

  Startup Programs 272

Updates (5.5.1.5) 273

  Device Driver Updates 273

  Operating System Updates 273

  Firmware Updates 274

Scheduling Tasks (5.5.1.6) 274

  Windows Task Scheduler 274

  at Command 275

Restore Points (5.5.1.10) 276

Hard Drive Backup (5.5.1.14) 277

  Normal Backup 278

  Copy Backup 278

  Incremental Backup 278

  Differential Backup 278

  Daily Backup 278

Basic Troubleshooting Process for Operating Systems (5.6) 279

Identify the Problem (5.6.1.1) 279

Establish a Theory of Probable Cause (5.6.1.2) 279

Test the Theory to Determine Cause (5.6.1.3) 280

Establish a Plan of Action to Resolve the Problem and

Implement the Solution (5.6.1.4) 280

Verify Full System Functionality and Implement Preventive Measures (5.6.1.5) 281

Document Findings, Actions, and Outcomes (5.6.1.6) 281

Common Problems and Solutions (5.6.2.1) 282

Summary (5.7.1.1) 288

Summary of Exercises 288

Labs 288

Worksheets 291

Check Your Understanding 291

Chapter 6 Networks 295

Objectives 295

Key Terms 295

Introduction (6.0.1) 299

Principles of Networking (6.1) 299

Define Computer Networks (6.1.1.1) 299

Features and Benefits (6.1.1.2) 301

  Require Fewer Peripherals 301

  Increase Communication Capabilities 301

  Avoid File Duplication and Corruption 301

  Lower the Cost of Licensing 302

  Centralize Administration 302

  Conserve Resources 302

Identifying Networks (6.2) 302

LANs (6.2.1.1) 302

WLANs (6.2.1.2) 303

PANs (6.2.1.3) 304

MANs (6.2.1.4) 304

WANs (6.2.1.5) 304

Peer-to-Peer Networks (6.2.1.6) 305

Client/Server Networks (6.2.1.7) 306

Basic Networking Concepts and Technologies (6.3) 307

Bandwidth (6.3.1.1) 307

Data Transmission (6.3.1.2) 308

  Simplex 308

  Half-Duplex 309

  Full-Duplex 309

IP Addressing (6.3.2.1) 309

  IPv4 and IPv6 310

IPv4 (6.3.2.2) 311

  IPv4 Subnet Mask 312

IPv6 (6.3.2.3) 313

Static Addressing (6.3.2.4) 314

DHCP Addressing (6.3.2.5) 315

  Configuring Alternate IP Settings 317

  DNS 317

ICMP (6.3.2.6) 317

Common Ports and Protocols (6.3.3) 319

TCP and UDP (6.3.3.1) 319

TCP and UDP Protocols and Ports (6.3.3.3) 320

Physical Components of a Network (6.4) 322

Modems (6.4.1.1) 322

Hubs, Bridges, and Switches (6.4.1.2) 323

  Hubs 323

  Bridges and Switches 324

  Power over Ethernet 325

Routers and Wireless Access Points (6.4.1.3) 325

  Wireless Access Points 325

  Routers 326

  Multipurpose Devices 326

NAS (6.4.1.4) 327

VoIP Phones (6.4.1.5) 327

Hardware Firewalls (6.4.1.6) 328

Internet Appliances (6.4.1.7) 329

Purchasing Authentic Networking Devices (6.4.1.8) 329

Cables and Connectors (6.4.2) 330

Considerations for Cabling a Network (6.4.2.1) 330

  Cost 331

  Security 331

  Design for the Future 331

  Wireless 331

Coaxial Cables (6.4.2.2) 332

Twisted-Pair Cables (6.4.2.3) 332

  Category Rating 333

  Wire Schemes 334

  Straight-Through Cables 335

  Crossover Cable 335

Fiber-Optic Cables (6.4.2.6) 336

Network Topologies (6.5) 337

Logical and Physical Topologies (6.5.1.1) 337

  Bus 338

  Ring 339

  Star 339

  Hierarchical 339

  Mesh 339

  Hybrid 339

Determining the Network Topology (6.5.1.3) 340

Ethernet Standards (6.6) 341

Standards Organizations (6.6.1.1) 341

IEEE 802.3 (6.6.1.2) 342

Ethernet Technologies (6.6.1.3) 342

IEEE 802.11 (6.6.1.4) 343

OSI and TCP/IP Data Models (6.7) 343

TCP/IP (6.7.1.1) 343

  Application Layer Protocols 344

  Transport Layer Protocols 344

  Internet Layer Protocols 344

  Network Access Layer Protocols 345

OSI (6.7.1.2) 345

Comparing the OSI and TCP/IP Models (6.7.1.3) 346

Computer-to-Network Connection (6.8) 347

Network Installation Completion List (6.8.1.1) 347

Selecting a NIC (6.8.2.1) 348

Installing and Updating a NIC (6.8.2.3) 350

Configuring a NIC (6.8.2.7) 351

  Configure Alternate IP Settings 352

Advanced NIC Settings (6.8.2.8) 352

  Duplex and Speed 352

  Wake on LAN 353

  Quality of Service 353

Wireless and Wired Router Configurations (6.8.3) 353

Connecting to the Router (6.8.3.1) 353

Setting the Network Location (6.8.3.2) 354

Logging In to the Router (6.8.3.3) 356

Basic Network Setup (6.8.3.4) 356

Basic Wireless Settings (6.8.3.7) 358

  Network Mode 358

  SSID 358

  Channel 359

  Wireless Security 359

Testing Connectivity with the Windows GUI (6.8.3.12) 360

Testing Connectivity with the Windows CLI (6.8.3.13) 361

  ipconfig Command Options 362

  ping Command Options 362

 net Commands 363

  tracert Command 364

  nslookup Command 364

OS Configurations (6.8.4) 365

Domain and Workgroup (6.8.4.1) 365

  Domain 365

  Workgroup 366

Connecting to a Workgroup or a Domain (6.8.4.2) 366

Windows 7 Homegroup (6.8.4.3) 366

Sharing Resources in Windows Vista (6.8.4.4) 368

Sharing Resources in Windows XP (6.8.4.5) 369

Network Shares and Mapping Drives (6.8.4.6) 369

  Network File Sharing 369

  Network Drive Mapping 370

VPN (6.8.4.10) 371

Select an ISP Connection Type (6.9) 372

Brief History of Connection Technologies (6.9.1.1) 372

  Analog Telephone 373

  Integrated Services Digital Network 373

  Broadband 373

DSL and ADSL (6.9.1.2) 373

Line-of-Sight Wireless Internet Service (6.9.1.3) 374

WiMAX (6.9.1.4) 374

Other Broadband Technologies (6.9.1.5) 375

  Cellular 375

  Cable 376

  Satellite 376

  Fiber Broadband 376

Selecting an ISP for the Customer (6.9.1.7) 376

 POTS 377

  ISDN 378

  DSL 378

  Cable 378

  Satellite 378

  Cellular 378

Common Preventive Maintenance Techniques Used for Networks (6.10) 379

Preventive Maintenance Procedures (6.10.1.1) 379

Basic Troubleshooting Process for Networks (6.11) 380

Identify the Problem (6.11.1.1) 380

Establish a Theory of Probable Cause (6.11.1.2) 381

Test the Theory to Determine Cause (6.11.1.3) 381

Establish a Plan of Action to Resolve the Problem and

Implement the Solution (6.11.1.4) 381

Verify Full System Functionality and Implement Preventive Measures (6.11.1.5) 382

Document Findings, Actions, and Outcomes (6.11.1.6) 382

Common Problems and Solutions for Networks (6.11.2) 383

Identify Common Problems and Solutions (6.11.2.1) 383

Summary (6.12.1) 385

Summary of Exercises 387

Labs 387

Worksheets 387

Packet Tracer Activities 388

Check Your Understanding 388

Chapter 7 Laptops 393

Objectives 393

Key Terms 393

Introduction (7.0.1.1) 395

Laptop Components (7.1) 395

External Features Unique to Laptops (7.1.1.1) 395

Common Input Devices and LEDs in Laptops (7.1.1.2) 399

Internal Components (7.1.1.3) 401

  Motherboards 401

  RAM 401

  CPUs 402

Special Function Keys (7.1.1.4) 402

Docking Station Versus Port Replicator (7.1.1.5) 403

Laptop Display Components (7.2) 405

LCD, LED, OLED, and Plasma Monitors (7.2.1.1) 406

Internal Components (7.2.2) 406

Backlights and Inverters (7.2.2.1) 406

Wi-Fi Antenna Connectors (7.2.2.2) 407

Laptop Power (7.3) 408

Power Management (7.3.1.1) 408

Managing ACPI Settings in the BIOS (7.3.1.2) 409

Managing Laptop Power Options (7.3.1.4) 410

  Laptop Power Options 410

  Hard Drive and Display Power Management 411

  Sleep Timers 412

  Battery Warnings 412

Laptop Wireless Communication Technologies (7.4) 413

Bluetooth (7.4.1.1) 413

  Bluetooth Installation and Configuration 414

Infrared (7.4.1.2) 415

Cellular WAN (7.4.1.3) 417

Wi-Fi (7.4.1.4) 417

Laptop Hardware and Component Installation and Configuration (7.5) 419

Expansion Cards (7.5.1.1) 419

Flash Memory (7.5.1.2) 421

  External Flash Drive 421

  Flash Cards and Flash Card Readers 421

SODIMM Memory (7.5.1.3) 422

Replacing Hardware Devices (7.5.2) 424

Overview of Hardware Replacement (7.5.2.1) 424

Power (7.5.2.2) 426

  Replacing a Battery 427

  Replacing a DC Jack 427

Keyboard, Touchpad, and Screen (7.5.2.4) 428

  Replacing a Keyboard 429

  Replacing a Touchpad 429

  Replacing a Screen 430

Hard Drive and Optical Drive (7.5.2.6) 431

  Replacing a Hard Drive 431

  Replacing an Optical Drive 432

Wireless Card (7.5.2.8) 433

Speakers (7.5.2.9) 433

CPU (7.5.2.10) 434

System Board (7.5.2.11) 436

Plastics (7.5.2.12) 436

Preventive Maintenance Techniques for Laptops (7.6) 437

Scheduling Maintenance (7.6.1.1) 437

  Preventive Maintenance Program 437

Cleaning Procedures (7.6.1.2) 439

  Keyboard 439

  Vents 439

  LCD Display 440

  Touchpad 440

  Optical Drive 440

  CD and DVD Discs 440

Basic Troubleshooting Process for Laptops (7.7) 441

Identify the Problem (7.7.1.1) 441

Establish a Theory of Probable Cause (7.7.1.2) 441

Test the Theory to Determine Cause (7.7.1.3) 442

Establish a Plan of Action to Resolve the Problem and

Implement the Solution (7.7.1.4) 442

Verify Full System Functionality and Implement Preventive Measures (7.7.1.5) 443

Document Findings, Actions, and Outcomes (7.7.1.6) 443

    Identify Common Problems and Solutions (7.7.2.1) 443

Summary (7.8.1) 447

Summary of Exercises 448

Worksheets 448

Virtual Laptop Activities 448

Check Your Understanding 449

Chapter 8 Mobile Devices 451

Objectives 451

Key Terms 451

Introduction (8.0.1) 454

Mobile Device Hardware Overview (8.1) 454

Non-Field-Serviceable Parts (8.1.1.1) 454

Non-Upgradeable Hardware (8.1.1.2) 455

Touchscreens (8.1.1.3) 456

    Solid State Drives (8.1.1.4) 457

Mobile Operating Systems (8.2) 458

Open Source Versus Closed Source (8.2.1.1) 458

Application and Content Sources (8.2.1.2) 459

  Push Versus Pull 460

  Sideloading 460

Android Touch Interface (8.2.2) 461

Home Screen Items (8.2.2.1) 461

  Navigation Icons 461

  Google Search 462

  Special Enhancements 462

  Notification and System Icons 462

  TouchFLO 463

Managing Apps, Widgets, and Folders (8.2.2.2) 463

  Apps 464

  Widgets 464

  Folders 465

  All Apps Icon 466

iOS Touch Interface (8.2.3) 466

Home Screen Items (8.2.3.1) 466

  Home Button 467

  Notification Center 467

  Search 468

Managing Apps and Folders (8.2.3.2) 468

  Apps 468

  Multitasking Bar 469

  Folders 469

Common Mobile Device Features (8.2.4) 470

Screen Orientation and Calibration (8.2.4.1) 470

  Screen Orientation 470

  Screen Calibration 471

GPS (8.2.4.2) 472

Network Connectivity and Email (8.3) 473

Wireless Data Network (8.3.1.1) 473

Cellular Communications (8.3.1.3) 475

  WiMAX and LTE 476

  Airplane Mode 476

Bluetooth for Mobile Devices (8.3.2.1) 477

Bluetooth Pairing (8.3.2.2) 477

Introduction to Email (8.3.3.1) 479

  POP3 479

  IMAP 480

  SMTP 480

  MIME 480

  SSL 480

  Exchange 480

Android Email Configuration (8.3.3.3) 481

iOS Email Configuration (8.3.3.4) 481

Mobile Device Synchronization (8.3.4) 482

Types of Data to Synchronize (8.3.4.1) 482

Application Installation Software Requirements (8.3.4.2) 483

Synchronization Connection Types (8.3.4.3) 484

  Cross-Platform Data Synchronization 484

Methods for Securing Mobile Devices (8.4) 485

Overview of Passcode Locks (8.4.1.1) 485

Restrictions on Failed Login Attempts (8.4.1.3) 486

Cloud-Enabled Services for Smart Devices (8.4.2) 487

Remote Backup (8.4.2.1) 487

Locator Applications (8.4.2.2) 488

Remote Lock and Remote Wipe (8.4.2.3) 489

Software Security (8.4.3) 490

Antivirus (8.4.3.1) 490

  Rooting and Jailbreaking 490

Patching and Updating Operating Systems (8.4.3.2) 491

Applying the Troubleshooting Process to Mobile Devices (8.5.1) 492

Identify the Problem (8.5.1.1) 492

Establish a Theory of Probable Cause (8.5.1.2) 493

Test the Theory to Determine Cause (8.5.1.3) 493

Establish a Plan of Action to Resolve the Problem and

Implement the Solution (8.5.1.4) 494

Verify Full System Functionality and Implement Preventive Measures (8.5.1.5) 494

Document Findings, Actions, and Outcomes (8.5.1.6) 494

    Identify Common Problems and Solutions (8.5.2.1) 495

Summary (8.6.1) 498

Summary of Exercises 499

Labs 499

Worksheets 499

Check Your Understanding 499

Chapter 9 Printers 503

Objectives 503

Key Terms 503

Introduction (9.0.1) 504

Common Printer Features (9.1) 504

Characteristics and Capabilities of Printers (9.1.1.1) 504

  Capabilities and Speed 505

  Color or Black and White 505

  Quality 505

  Reliability 505

  Total Cost of Ownership 506

Wired Printer Connection Types (9.1.1.2) 506

  Serial 506

  Parallel 507

  SCSI 507

  USB 507

  FireWire 507

  Ethernet 507

Types of Printers (9.2) 507

Inkjet Printers (9.2.1.1) 508

Laser Printers (9.2.1.2) 509

  Printing Process 509

Thermal Printers (9.2.1.3) 511

Impact Printers (9.2.1.4) 511

  Types of Impact Printers 512

Installing and Configuring Printers (9.3) 513

Installing a Printer (9.3.1.1) 513

Types of Print Drivers (9.3.1.5) 514

Updating and Installing Print Drivers (9.3.1.6) 515

Printer Test Page (9.3.1.7) 516

  Print Test Page 516

  Print from an Application 517

  Test the Printer 517

  Test the Printer from the Printer Panel 518

Configuring Options and Default Settings (9.3.2) 518

Common Configuration Settings (9.3.2.1) 518

Global and Individual Document Options (9.3.2.2) 520

 Global Method 520

  Per Document Method 520

Optimizing Printer Performance (9.3.3) 520

Software Optimization (9.3.3.1) 521

Hardware Optimization (9.3.3.2) 521

  Firmware 521

  Printer Memory 521

  Additional Printer Upgrades 522

Sharing Printers (9.4) 523

Configuring Printer Sharing (9.4.1.1) 523

Wireless Printer Connections (9.4.1.2) 525

Print Servers (9.4.2) 526

Purposes of Print Servers (9.4.2.1) 526

Network, Dedicated, and Computer Shared Print Servers (9.4.2.2) 526

  Hardware Print Servers 526

  Dedicated PC Print Servers 527

  Computer-Shared Printers 527

Preventive Maintenance Techniques for Printers (9.5) 528

Vendor Guidelines (9.5.1.1) 528

Replacing Consumables (9.5.1.2) 529

Cleaning Methods (9.5.1.3) 530

  Printer Maintenance 531

Operational Environment (9.5.1.4) 532

Basic Troubleshooting Process for Printers (9.6) 532

Identify the Problem (9.6.1.1) 533

Establish a Theory of Probable Cause (9.6.1.2) 533

Test the Theory to Determine Cause (9.6.1.3) 534

Establish a Plan of Action to Resolve the Problem and Implement the Solution (9.6.1.4) 534

Verify Full System Functionality and Implement Preventive Measures (9.6.1.5) 535

Document Findings, Actions, and Outcomes (9.6.1.6) 535

Common Problems and Solutions for Printers (9.6.2) 536

Identify Common Problems and Solutions (9.6.2.1) 536

Summary (9.7.1.1) 537

Summary of Exercises 537

Labs 538

Worksheets 538

Check Your Understanding 538

Chapter 10 Security 541

Objectives 541

Key Terms 541

Introduction (10.0.1) 544

Security Threats (10.1) 545

Adware, Spyware, and Phishing (10.1.1.1) 545

  Adware 545

  Spyware 545

  Grayware 545

  Phishing 545

Viruses, Worms, Trojans, and Rootkits (10.1.1.2) 546

  Viruses 546

  Worms 546

  Trojans 546

  Virus Protection Software 547

  Rootkits 547

Web Security (10.1.1.3) 547

  ActiveX Filtering 548

  Pop-Up Blocker 548

  SmartScreen Filter 549

InPrivate Browsing (10.1.1.4) 550

Spam (10.1.1.5) 551

TCP/IP Attacks (10.1.1.6) 552

  Denial of Service 552

  Distributed DoS 552

  SYN Flood 552

  Spoofing 553

  Man-in-the-Middle 553

  Replay 553

  DNS Poisoning 553

Social Engineering (10.1.2.1) 554

Data Wiping, Hard Drive Destruction, and Recycling (10.1.2.2) 554

  Data Wiping 555

  Degaussing 555

  Hard Drive Destruction 556

  Solid State Drives 556

  Hard Drive Recycling 556

Security Procedures (10.2) 556

What Is a Security Policy? (10.2.1.1) 557

Security Policy Requirements (10.2.1.3) 557

Usernames and Passwords (10.2.1.4) 559

  Requiring Passwords 559

Password Requirements (10.2.1.5) 560

  Screensaver Required Password 561

File and Folder Permissions (10.2.1.6) 561

  Principle of Least Privilege 564

  Restricting User Permissions 565

Software Firewalls (10.2.2.1) 565

Biometrics and Smart Cards (10.2.2.2) 567

  Smart Card Security 568

  Security Key Fob 568

Data Backups (10.2.2.3) 568

Data Encryption (10.2.2.4) 569

Malicious Software Protection Programs (10.2.3.1) 571

  Rogue Antivirus 571

  Remediating Infected Systems 572

Signature File Updates (10.2.3.3) 573

Common Communication Encryption Types (10.2.4.1) 575

  Hash Encoding 575

  Symmetric Encryption 575

  Asymmetric Encryption 576

Service Set Identifiers (10.2.4.2) 577

MAC Address Filtering (10.2.4.3) 578

Wireless Security Modes (10.2.4.4) 578

  Additions to WPA and WPA2 579

Wireless Access (10.2.4.6) 579

  Wireless Antennae 580

  Network Device Access 580

  Wi-Fi Protected Setup 581

Firewalls (10.2.4.7) 581

  Demilitarized Zone 582

Port Forwarding and Port Triggering (10.2.4.9) 583

Physical Equipment Protection Methods (10.2.5.1) 585

  Disabling AutoRun 585

  Two-Factor Authentication 586

Security Hardware (10.2.5.2) 586

  Protecting Data While in Use 587

  The Right Security Mix 588

Security Maintenance (10.3.1) 589

Operating System Service Packs and Security Patches (10.3.1.1) 589

Data Backups (10.3.1.3) 591

Configuring Firewall Types (10.3.1.7) 593

Maintaining Accounts (10.3.1.11) 595

  Terminating Employee Access 595

  Guest Accounts 595

Applying the Troubleshooting Process to Security (10.4.1) 596

Identify the Problem (10.4.1.1) 596

Establish a Theory of Probable Cause (10.4.1.2) 597

Test the Theory to Determine Cause (10.4.1.3) 597

Establish a Plan of Action to Resolve the Problem and Implement the Solution (10.4.1.4) 598

Verify Full System Functionality and, If Applicable, Implement Preventive Measures (10.4.1.5) 598

Document Findings, Actions, and Outcomes (10.4.1.6) 599

Identify Common Problems and Solutions (10.4.2.1) 599

Summary (10.5.1.1) 602

Summary of Exercises 602

Labs 602

Worksheets 603

Check Your Understanding 603

Chapter 11 The IT Professional 607

Objectives 607

Key Terms 607

Introduction (11.0.1) 608

Communication Skills and the IT Professional (11.1) 608

Relationship Between Communication Skills and Troubleshooting (11.1.1.1) 608

Relationship Between Communication Skills and Professional Behavior (11.1.1.2) 609

Working with a Customer (11.1.2) 610

Using Communication Skills to Determine Customer Problems (11.1.2.1) 610

Displaying Professional Behavior with Customers (11.1.2.2) 611

Keeping the Customer Focused on the Problem (11.1.2.5) 613

  Talkative Customers 613

  Rude Customers 613

  Angry Customers 614

  Knowledgeable Customers 614

  Inexperienced Customers 615

Using Proper Netiquette (11.1.2.6) 615

Employee Best Practices (11.1.3) 616

Time and Stress Management Techniques (11.1.3.1) 616

Workstation Ergonomics 616

  Time Management 616

  Stress Management 617

Observing Service Level Agreements (11.1.3.2) 618

Following Business Policies (11.1.3.3) 619

  Customer Call Rules 619

  Call Center Employee Rules 619

  Customer Satisfaction 620

Ethical and Legal Issues in the IT Industry (11.2) 620

Ethical Considerations in IT (11.2.1.1) 620

Legal Considerations in IT (11.2.1.2) 621

Legal Procedures Overview (11.2.2) 621

Computer Forensics (11.2.2.1) 622

Cyber Law and First Response (11.2.2.2) 622

  Cyber Law 622

  First Response 623

Documentation and Chain of Custody (11.2.2.3) 623

  Documentation 624

  Chain of Custody 624

Call Center Technicians (11.3) 625

Call Centers (11.3.1.1) 625

Level One Technician Responsibilities (11.3.1.2) 626

Level Two Technician Responsibilities (11.3.1.3) 627

Summary (11.4.1) 628

Summary of Exercises 629

Worksheets 629

Check Your Understanding 629

Chapter 12 Advanced Troubleshooting 633

Objectives 633

Key Terms 633

Introduction (12.0.1) 634

Apply Troubleshooting Process to Computer Components and Peripherals (12.1.1) 634

Six Steps for Advanced Troubleshooting Computer Components and Peripherals (12.1.1.1) 634

Common Problems and Solutions for Components and Peripherals (12.1.1.2) 637

Apply Troubleshooting Skills to Computer Components and Peripherals (12.1.1.3) 639

Operating Systems (12.2) 641

Six Steps for Advanced Troubleshooting Operating Systems (12.2.1.1) 641

Common Problems and Solutions for Operating Systems (12.2.1.2) 643

Apply Troubleshooting Skills to Operating Systems (12.2.1.3) 648

Apply Troubleshooting Process to Networks (12.3.1) 650

Six Steps for Advanced Troubleshooting Networks (12.3.1.1) 650

Common Problems and Solutions for Networks (12.3.1.2) 652

  Network Connection Problems 652

  Email Failure 654

  FTP and Secure Internet Connection Problems 654

  Problems Revealed by CLI Commands 655

Apply Troubleshooting Skills to Networks (12.3.1.3) 656

Apply Troubleshooting Process to Laptops (12.4.1) 658

Six Steps for Advanced Troubleshooting Laptops (12.4.1.1) 658

Common Problems and Solutions for Laptops (12.4.1.2) 661

Apply Troubleshooting Skills to Laptops (12.4.1.3) 664

Apply Troubleshooting Process to Printers (12.5.1) 665

Six Steps for Advanced Troubleshooting Printers (12.5.1.1) 665

Common Problems and Solutions for Printers (12.5.1.2) 668

Apply Troubleshooting Skills to Printers (12.5.1.3) 669

Apply Troubleshooting Process to Security (12.6.1) 670

Six Steps for Advanced Troubleshooting Security (12.6.1.1) 670

Common Problems and Solutions for Security (12.6.1.2) 673

  Malware Settings 673

  User Accounts and Permissions 674

  Computer Security 674

  Firewall and Proxy Settings 675

Apply Troubleshooting Skills to Security (12.6.1.3) 676

Summary (12.7.1) 678

Summary of Exercises 678

Labs 678

Check Your Understanding 679

Appendix A Answers to “Check Your Understanding” Questions 683

Glossary 699

 

 

9781587133084   TOC   6/6/2013