CompTIA A+ 220-901 and 220-902 Cert Guide, Academic Edition

Mark Edward Soper has been working with PCs since the days of the IBM PC/XT and AT as a salesperson, technology advisor, consultant, experimenter, and technology writer and content creator. Since 1992, he has taught thousands of students across the country how to repair, manage, and troubleshoot the hardware, software, operating systems, and firmware inside their PCs. He has created many versions of his experimental computer known as “FrankenPC” for this and previous books. Mark earned his CompTIA A+ Certification in 1999 and has written five other A+ Certification books covering previous versions of the A+ Certification exams for Pearson imprints. Mark is also the creator of Building and Repairing PCs (Que Video).   Mark has contributed to many editions of Upgrading and Repairing PCs, working on the 11th through 18th and 20th through 22nd editions; co-authored Upgrading and Repairing Networks, Fifth Edition; and has written two books about digital photography, Easy Digital Cameras and The Shot Doctor: The Amateur’s Guide to Taking Great Digital Photos.   In addition, Mark has written Easy Windows 10, Easy Windows 8.1, Easy Windows 8, Easy Microsoft Windows 7, and Sams Teach Yourself Microsoft Windows 7 in 10 Minutes. He also wrote two books about Windows Vista: Maximum PC Microsoft Windows Vista Exposed and Unleashing Microsoft Windows Vista Media Center.   Mark has also contributed to Que’s Special Edition Using series on Windows Me, Windows XP, and Windows Vista and to Que’s Windows 7 In Depth. Mark has also created a number of hardware tutorial videos available from the OnGadgets&Hardware podcast channel at www.quepublishing. com.   Mark has also written many blog entries and articles for MaximumPC.com and Maximum PC magazine. He currently teaches Microsoft Office for University of Southern Indiana and Ivy Tech Corporate College in Evansville, Indiana, and also has taught A+ Certification and other technology-related subjects at Ivy Tech Community College. See Mark’s website at www.markesoper. com for news and information about upcoming projects.

    Introduction xliii

Chapter 1 Technician Essentials and Computer/Device Anatomy 101 2

    Foundation Topics 3

    The Essential Parts of Any Computer or Mobile Device 3

        Front and Rear Views of a Desktop PC 3

        All Around a Laptop Computer 7

        All-in-One Computers 9

        Smartphones and Tablets 9

        Quick Reference to PC and Mobile Components 10

    Hardware, Software, and Firmware 12

        Hardware 12

        Software 12

        Firmware 13

        Why Hardware, Software, and Firmware Are Important to Understand 13

    The CompTIA Six-Step Troubleshooting Theory 13

    Technician Tools and Equipment 14

        Basic Tools and Supplies for Assembly/Disassembly of Computers 14

        System and Electrical Testing Tools 15

        Network Installation and Configuration Tools 15

        Printer Maintenance Tools 16

        Software and Operating Systems 16

        Spare Parts and Equipment to Test 16

    Important Websites 17

    Exam Preparation Tasks 18

Chapter 2 Configure and Use BIOS/UEFI Tools 26

    Foundation Topics 27

    BIOS/UEFI Configuration 27

        Accessing the BIOS Setup Program 27

        UEFI and Traditional BIOS 28

        BIOS Settings Overview 29

        Automatic Configuration of BIOS/CMOS Settings 31

        Main Menu 32

        Main/Standard Features/Settings 33

        Discovering System Information 33

        Boot Settings and Boot Sequence 34

        Integrated Ports and Peripherals 35

            SATA Configuration 35

            USB Host Adapters and Charging Support 35

            Audio and Ethernet Ports 36

        Power Management 37

        Monitoring 38

        Processor and Memory Configuration 39

        Virtualization Support 40

        Security Features 41

        Exiting BIOS and Saving/Discarding Changes 42

    Flash Upgrade BIOS 43

        Flash BIOS Update 44

    Using BIOS/UEFI Diagnostics 46

    Exam Preparation Tasks 47

Chapter 3 Motherboard Components 54

    Foundation Topics 55

    ATX, ITX, and Smaller Sizes 55

        ATX and microATX 55

        ITX Family 57

        Comparing ATX, MicroATX, and Mini-ITX Motherboards 58

    Expansion Slot Types 59

        PCI Slots 59

        PCI-X Slots 59

        PCIe (PCI Express) Slots 60

    RAM Sockets 63

    CPU Sockets 64

    Chipsets 64

    CMOS Battery 65

    Power Connectors 66

    Fan Connectors 66

    Front and Top Panel Connectors 67

    Bus Speeds 69

    Installing Motherboards 69

        Step-by-Step Motherboard Removal 69

        Preparing the Motherboard for Installation 72

        Step-by-Step Motherboard Installation 72

    Exam Preparation Tasks 74

Chapter 4 RAM Types and Features 82

    Foundation Topics 83

    Memory Upgrade Considerations 83

    RAM Types 84

        SRAM 84

        SDRAM 84

        DDR SDRAM 84

        DDR2 SDRAM 84

        DDR3 SDRAM 85

        Parity vs Non-Parity 87

        ECC vs non-ECC Memory 87

        Buffered (Registered) vs Unbuffered 88

    SO-DIMM vs DIMM 88

    RAM Configurations 90

        Single-Channel 90

        Dual-Channel 90

        Triple-Channel 90

        Quad-Channel 91

    Single-Sided vs Double-Sided 91

    RAM Compatibility 91

    Installing Memory 91

        Preparations for Installing DIMM Memory 92

    Exam Preparation Tasks 95

Chapter 5 PC Expansion Cards 102

    Foundation Topics 103

    Expansion Card and Slot Overview 103

    Installing Sound Cards 103

        Installing a USB Audio Device 104

        Configuring a Sound Card with Windows 105

        Configuring a Sound Card with OS X 105

        Configuring a Sound Card with Linux 105

    Installing Video Cards 105

        BIOS Configuration 106

        Removing Drivers for an Old Video Card or Onboard Video 107

        Removing the Old Video Card 107

        Video Card Physical Installation 109

        Driver Installation 110

    Installing Network Cards 110

    Installing USB Cards 111

    Installing FireWire Cards 112

    Installing Thunderbolt Cards 113

    Installing Storage Cards 114

    Installing Modem Cards 114

    Installing Wireless/Cellular Cards 115

    Installing TV Tuner Cards 118

    Installing Video Capture Cards 118

    Installing Riser Cards 119

        Speakers 119

        Display Devices 121

    Exam Preparation Tasks 123

Chapter 6 Storage Devices 130

    Foundation Topics 131

    Optical Drive Features and Capacities 131

        CD-ROM / CD-RW 131

        DVD Recordable and Rewriteable Standards 131

        Blu-ray (BD) 132

        Drive Speed Ratings 133

        Recording Files to Optical Discs 133

            Creating Optical Discs in Windows 133

            Using Third-Party Optical Disc Mastering Programs for Windows 135

            Using Third-Party Drag-and-Drop File Copying Programs 135

            Burning Discs in OS X 136

            Burning Discs in Linux 136

    Magnetic Hard Disk Drives 137

        Form Factors 137

        Spin Rate 138

        Internal Hard Disk Drive, SSD, and Optical Drive Installation 139

        Installing an eSATA Hard Disk 142

    Flash Drives 144

        Flash Card Reader 146

    Solid State Drives 148

        SSD 148

        Hybrid 150

        eMMC 150

    Hot-Swappable Drives 150

        Safely Ejecting a Drive in Windows 150

        Safely Ejecting a USB Drive in Mac OS X 151

        Safely Ejecting a USB Drive in Linux 152

    RAID Types 152

        Creating an SATA RAID Array 153

    Tape Drive 156

        Tape Drive Capacities 156

    Exam Preparation Tasks 157

Chapter 7 CPUs 164

    Foundation Topics 165

    Processor Characteristics 165

        Speeds 165

        Overclocking 166

        Cores 167

        Cache Size/Type 167

        Hyper-Threading (HT Technology) 168

        Virtualization Support 168

        Architecture (32-bit vs. 64-bit) 168

        Integrated GPU 169

            Intel HD Graphics from Clarkdale to Ivy Bridge 169

            Intel HD Graphics for Haswell Processors 169

            Intel HD Graphics for Broadwell Processors 170

            Intel HD Graphics for Skylake Processors 170

        AMD APU Graphics 170

        Execute Disable Bit (EDB) 171

    Socket Types 171

        Intel 172

            Land Grid Array Sockets 172

            Processor Code Names 173

            LGA 775 174

            LGA 1366 175

            LGA 1156 176

            LGA 1155 176

            LGA 1150 177

            LGA 2011 178

        AMD 179

            mPGA Sockets 179

            Socket AM3 180

            Socket AM3+ 181

            Socket FM1 181

            Socket FM2 182

            Socket FM2+ 183

    Cooling 183

        Heat Sink 183

        Fans 184

        Phase-Change Material/Thermal Paste 184

        Liquid-Based Cooling 186

        Fanless/Passive Heat Sink 187

    CPU Installation 187

        Intel Processors 187

            Intel Processor Removal 187

            Intel Processor Installation 188

        AMD Processors 190

            AMD Processor Removal 190

            AMD Processor Installation 191

    Exam Preparation Tasks 193

Chapter 8 Ports and Interfaces 200

    Foundation Topics 201

    Rear Panel Port Clusters 201

    USB 202

        USB 1.1 and 2.0 204

        USB 3.0 205

        USB 3.1 206

        USB Adapters 207

    FireWire (IEEE 1394) 209

        FireWire 400 210

        FireWire 800 210

    SATA and eSATA 211

        SATA Configuration and Cabling 212

    Thunderbolt 214

    Video 215

        VGA 216

        DVI 216

        DVI and Copy Protection 218

        HDMI 218

        DisplayPort 219

            DisplayPort Versions 219

            DisplayPort and Thunderbolt 219

        RCA 220

        S-Video (Mini-DIN 4) 220

        Mini-DIN 6 220

        Component 220

        BNC Coaxial 221

        Video Adapters and Converters 222

            Thunderbolt to DVI 222

            HDMI to VGA 222

            DVI to HDMI 222

            DVI-I to VGA 222

    Audio 224

        Analog 224

        SPDIF (Digital) 225

    PS/2 226

        PS/2 Keyboard Port 226

        PS/2 Mouse Port 226

        PS/2 Combo Port 226

    Exam Preparation Tasks 227

Chapter 9 Designing and Building Custom PC Configurations 236

    Foundation Topics 237

    Custom PC Configurations 237

        Graphic / CAD / CAM Design Workstation 237

        Audio/Video Editing Workstation 238

        Virtualization Workstation 240

        Gaming PC 240

        Home Theater PC 242

        Standard Thick Client 244

        Thin Client 244

        Home Server PC 245

    Evaluating Onboard Components 246

        General System Information 246

        Processor Information and Hardware-Assisted Virtualization Readiness 247

    Installing Power Supplies 248

        Power Supply Ratings 248

        Multivoltage Power Supplies 251

        Power Supply Form Factors and Connectors 252

        Removing and Replacing the Power Supply 256

    Installing and Configuring Input, Output, and I/O Devices 259

        Mouse 259

            Pairing a Bluetooth Mouse (Windows) 260

        Keyboard 261

        Scanner 261

        Barcode Reader 262

        Biometric Devices 262

        Game Pads and Joysticks 262

        Digitizer 263

        Motion Sensor 263

        Touch Pads 264

        Smart Card Readers 264

        Digital Cameras 264

            Installing a Digital Camera 264

        Microphone 265

            Installing and Configuring a Microphone 265

        Webcam 266

            Installing and Configuring a Webcam 266

        Camcorder 267

        Speakers 267

        Touch Screen 268

        KVM 268

        Smart TV 269

        Set-Top Box 269

        Installing a MIDI-Enabled Device 270

    Display Types 271

        LCD Display Types 271

            TN vs IPS 271

            Fluorescent vs. LED Backlighting 271

        Plasma 272

        Data Projector 272

            LCD Projectors 272

            DLP Projectors 273

        OLED 273

    Video Display Settings and Features 273

        Resolution 273

        Refresh Rates and Frame Rates 276

        Analog versus Digital Displays 277

        Brightness/Lumens 277

        Privacy and Antiglare Filters 277

    Exam Preparation Tasks 278

Chapter 10 Using, Maintaining, and Installing Printers and Multifunction Devices 286

    Foundation Topics 288

    Laser Printers 288

        Laser Components 288

        Toner Cartridges 288

        Laser Imaging Process 289

            Step 1: Processing 290

            Step 2: Charging 290

            Step 3: Exposing 290

            Step 4: Developing 290

            Step 5: Transferring 290

            Step 6: Fusing 291

            Step 7: Cleaning 291

        Color Laser Printing Differences 291

        Laser Media Types 291

        Laser Maintenance 292

            Replacing Toner Cartridges 292

            Installing Maintenance Kits 292

            Resetting Paper Counts 292

            Calibration 292

            Cleaning 293

    Inkjet Printers 293

        Inkjet Components 294

        Inkjet Printing Process 294

        Inkjet Media Types 295

        Inkjet Maintenance 296

            Replacing Ink Cartridges 296

            Calibration 297

            Nozzle Check and Head Cleaning 297

    Thermal Printers 298

        Thermal Feed Assembly and Heating Element 298

        Thermal Printer Ribbons 299

        Thermal Print Process 299

        Thermal Paper and Media 300

        Thermal Maintenance 300

            Cleaning Heating Elements 300

            Removing Debris 301

    Impact Printers 301

        Impact Components and Print Process 301

        Impact Dot-Matrix Print Heads 302

        Impact Printer Ribbons 302

        Impact Printer Paper Types 303

        Impact Printer Maintenance 303

            Replacing the Ribbon 303

            Replacing the Print Head 303

            Replacing Paper 304

    Virtual Printers 304

        Print to File 304

        Print to PDF or XPS 305

            Print to PDF or XPS in Windows 305

            Print to PDF in OS X 305

            Print to PDF in Linux 305

        Print to Image 305

            Print to Image for Windows 306

            Print to Image for OS X 306

            Ghostscript (Linux, OS X, and Windows) 306

    Installing Your Printer or Multifunction Device 306

        Printer/Multifunction Device Installation for Windows 306

            Using Add Printer (Windows 7/8/8.1) 306

            Installing a Printer with a Vendor-Supplied Driver 307

        Printer/Multifunction Device Installation for OS X 307

        Printer/Multifunction Device Installation for Linux 309

        Printer/Multifunction Device Installation for iOS and Android 310

    Configuring Your Printer or Multifunction Device 311

        Configuring Printer Settings in Windows 311

        Configuring Printer Settings in OS X 313

        Configuring Printer Settings in Linux 314

        Configuring Printer Settings in iOS and Android 315

    Device Sharing Options 315

        Integrated Ethernet Print/Multifunction Device Sharing 316

        Adding Ethernet Print/Multifunction Device Sharing 316

    Wireless Device Sharing Options 317

        Bluetooth 317

        802.11(a,b,g,n,ac) 317

        Infrastructure vs. Ad Hoc 318

            Ad-Hoc Wireless Network Support in Windows 318

            Ad-Hoc Wireless Network Support in OS X 318

            Ad Hoc Wireless Networking Support in Linux 318

            Wireless Hosted Networking 318

    Cloud and Remote Printing 319

        Using Public and Shared Devices 319

        Using Apps 319

    Configuring Your Operating System to Share a Printer or Device 320

        Windows Print Sharing 320

        TCP/IP 320

        Bonjour 320

        AirPrint 321

    Maintaining Data Privacy 321

        Using User Authentication 321

        Using Hard Drive Caching 321

    Exam Preparation Tasks 322

Chapter 11 Networking 330

    Foundation Topics 331

    Network Cable and Connector Types and Characteristics 331

        Fiber 331

        Twisted-Pair 332

            TP Cable Grades 332

            Shielded Twisted-Pair (STP) versus Unshielded Twisted-Pair (UTP) 333

            T568B (EIA-568B) and T568A (EIA-568A) Standards 333

            RJ-45 Versus RJ-11 335

        Coaxial 336

            Legacy 10Mbps Ethernet Coaxial Cable Standards 336

            RG-59 and RG-6 Coaxial Cable 337

        Plenum and PVC 339

    TCP/IP 339

        IPv4 339

            Class A, B, and C IP Address Ranges 340

            Using Subnetting 341

            Using CIDR 341

            Public and Private IP Addresses 342

            APIPA IP Addresses 342

        IPv6 342

            IPv6 Addressing 343

            IPv6 Address Types 343

            Viewing IP Address Information 344

        Dynamic versus Static IP Addresses 345

            Client-Side DHCP Settings 346

            TCP/IP Alternate Configuration 347

            Client-Side IP and DNS Addresses 347

            Client-Side DNS Configuration 348

            TCP/IP User-Configured Advanced Settings 349

            Gateway 350

    TCP and UDP Ports, Protocols, and Purposes 350

        FTP 351

        SSH 352

        Telnet 352

        SMTP 352

        DNS 353

        HTTP/HTTPS 353

        POP3 353

        IMAP 353

        SMB/CIFS 354

        AFP 354

        Remote Desktop Protocol 354

        SSL 354

        TLS 354

        HTML 354

        DHCP 355

        SNMP 355

        LDAP 356

    WiFi (Wi-Fi) Network and Encryption Standards 356

        Wi-Fi Standards 356

            Understanding MIMO 357

        Wi-Fi Encryption Types 358

            WEP (Wired Equivalent Privacy) 358

            WPA (Wi-Fi Protected Access) 358

            WPA2 (Wi-Fi Protected Access 2) 358

            WPS (Wi-Fi Protected Setup) 358

    Configure SOHO Wired or Wireless Router 359

        Channels 359

        NAT 360

        Port Forwarding, Port Triggering, and DNAT 360

        DMZ 361

        DHCP 362

        Basic QoS 363

        UPnP 363

        Firmware 363

    Internet Connection Types 364

        Cable 364

        DSL 366

        Dial-up 367

            Modem Technologies and Types 368

            Requirements for a Dial-Up Internet Connection 369

            Creating a Dial-Up Connection 369

        Fiber 370

        Satellite 371

        ISDN 371

            ISDN Hardware 371

            Setting Up an ISDN Connection 372

        Line of Sight Wireless 372

    Network Types 372

        LAN 372

        WAN 372

        MAN 373

        PAN 373

    Network Architecture Devices 373

        Hub 373

        Switch 373

        Router 374

        Wireless Access Point 375

        Bridge 375

        Modem 375

        Firewall 375

        Patch Panel 375

        Repeaters/Extenders 376

        Power Over Ethernet 377

    Using Networking Tools 378

        Cutting Tool 378

        Cable Stripper 378

        Crimper 379

        Punchdown Tool 379

        Multimeter 379

        Tone Generator and Probe 380

        Cable Tester 380

        Loopback Plug 380

        Wi-Fi Analyzer 381

    Exam Preparation Tasks 382

Chapter 12 Mobile Devices 394

    Foundation Topics 395

    Install and Configure Laptop Hardware and Components 395

        ExpressCard 395

        SODIMM Memory 396

        Flash Memory 398

        Ports and Adapters 398

    Replace Laptop Components 400

        Battery 403

        Keyboard 404

        Storage (HDD) and Optical Drives 405

        Memory 407

        Smart Card Reader 408

        Wireless Card 409

        Screen 411

        DC Jack 412

        Touchpad 414

        Plastics/Frames 414

        Speaker 415

        System Board 416

        CPU and Heat Sink 417

    Laptop Display Components 420

        LCD 420

            Fluorescent versus LED Backlighting 420

            IPS versus TN Panels 420

        OLED 420

        Wi-Fi Antenna Connector/Placement 420

        Webcam 421

        Microphone 421

        Inverter 421

        Digitizer 422

    Using Laptop Features 422

        Special Function Keys 422

        Docking Station 424

        Laptop and Cable Locks 425

        Rotating/Removable Screens 426

    Characteristics of Other Mobile Devices 427

        Tablets 427

        Smartphones 427

        Wearable Technology Devices 427

        Phablets 428

        E-Readers 428

        Smart Camera 428

        GPS 428

    Accessories and Ports Used by Other Mobile Devices 428

        NFC 428

        Proprietary Vendor-Specific Ports (Communication/Power) 429

        Lightning for Apple iOS 429

        MicroUSB/MiniUSB for Android, Windows 429

        Bluetooth 429

        IR 430

        Hotspot/Tethering 430

        Headsets 430

        Speakers 430

        Game Pads 430

        Tablet/Smartphone Docking Stations 430

        Extra Battery Packs/Battery Chargers 430

        Protective Covers/Waterproofing 431

        Credit Card Readers 431

        Memory/MicroSD 431

    Exam Preparation Tasks 432

Chapter 13 Hardware and Network Troubleshooting 442

    Foundation Topics 443

    Troubleshooting Motherboard, RAM, CPU, and Power Issues 443

        Unexpected Shutdowns 443

        System Lockups 443

        POST Code Beeps 444

            POST Error Messages 445

        Blank Screen on Bootup 446

        BIOS Time and Settings Resets 447

        Attempts to Boot to Incorrect Device 448

        Continuous Reboots 448

        No Power 449

            Power Supply Failure 449

            Incorrect Front Panel Wiring Connections to the Motherboard 449

            Loose or Missing Power Leads from Power Supply 449

            Surge Suppressor or UPS Failure 449

        Overheating 449

        Overloading 449

            Fan Failure 450

            Inadequate Airflow Outside the System 450

            Inadequate Airflow Inside the System 450

            Dirt and Dust 452

            Installing/Replacing Case Fans 453

        Loud Noise 453

        Intermittent Device Failure 453

        Fans Spin–No Power to Other Devices 454

        Indicator Lights 454

        Smoke or Burning Smells 454

        Step-by-Step Power Supply Troubleshooting 454

        Distended Capacitors 455

        Proprietary Crash Screens (BSOD/Pin wheel) 456

    Recommended Tools 456

        Multimeter 457

        Power Supply Tester 460

        Loopback Plugs 461

        POST Card and POST Hex Codes 461

    Troubleshooting Hard Drives and RAID Arrays 463

        Read/Write Failure 463

        Slow Performance 463

        Loud Clicking Noise 465

        Failure to Boot 465

        Drive Not Recognized 465

        OS Not Found 466

        RAID Not Found 467

        RAID Stops Working 467

        Proprietary Crash Screens (BSOD/PinWheel) 467

        S.M.A.R.T. Errors 467

            When Should You Check SMART Attributes? 468

        Recommended Hardware and Software Tools 468

            Screwdriver 468

            Drive Enclosures 468

            Windows-Based Disk Tools 470

            Recycle Bin 470

        Defragmentation 471

        CHKDSK (Error-Checking) 472

            Using Hard Disk Diagnostics 473

            Using Data Recovery Software 475

    Troubleshooting Video, Projector, and Display Issues 475

        VGA Mode 475

        No Image on Screen 476

            Laptop/Tablet/Convertible 2-1 476

            Desktop Computer 476

            Projector 476

        Overheat Shutdown 476

        Dead Pixels 477

        Artifacts 477

        Incorrect Color Patterns 477

        Dim Image 478

        Flickering Image 478

        Distorted Image 478

        Distorted Geometry 478

        Burn-In 479

            LCD Displays 479

            Plasma Displays 480

        Oversized Images and Icons 480

    Network Troubleshooting 482

        No Connectivity 482

        APIPA/Link-Local Address 483

        Limited Connectivity/Local Connectivity 483

        Local Connectivity 483

        Intermittent Connectivity 484

        IP Conflict 484

        Slow Transfer Speeds 484

        Low RF Signal 484

        SSID Not Found 485

        Quick Reference to Network Hardware Tools 485

    Overview of Network Command-Line Tools 485

        PING 486

        IPCONFIG 487

        IFCONFIG 487

        TRACERT 488

        NETSTAT 489

        NBTSTAT 489

        NET 489

        NETDOM 489

        NSLOOKUP 490

    Mobile Device Troubleshooting 490

        No Display 490

        Dim Display 491

        Flickering Display 491

        Sticking Keys 491

        Intermittent Wireless 492

        Battery Not Charging 492

        Ghost Cursor/Pointer Drift 492

        No Power 493

        Num Lock Indicator Lights 493

        No Wireless Connectivity 493

        No Bluetooth Connectivity 494

        Cannot Display to External Monitor 494

        Touchscreen Non-Responsive 494

        Apps Not Loading 495

        Slow Performance 495

        Unable to Decrypt Email 495

        Extremely Short Battery Life 495

        Overheating 495

        Frozen System 496

        No Sound from Speakers 496

        GPS Not Functioning 496

        Swollen Battery 496

    Mobile Device Disassembly Process 496

        Document and Label Cable and Screw Locations 496

        Organize Parts 497

        Refer to Manufacturer Resources 497

        Use Appropriate Hand Tools 498

    Printer Troubleshooting 499

        Streaks 499

            Laser Printer 499

            Inkjet Printer 499

            Thermal Printers 499

            Impact Printers 500

        Faded Prints 500

            Laser Printers 500

            Inkjet Printers 500

            Thermal Printers 500

            Impact Printers 500

        Ghost Images 500

        Toner Not Fused to the Paper 500

        Creased Paper 500

        Paper Not Feeding 501

        Paper Jam 501

            Paper Path Issues 501

            Paper Loading, Paper Type, and Media Thickness Issues 501

            Media Caught Inside the Printer 501

        No Connectivity 502

        Garbled Characters on Paper 502

        Vertical Lines on Page 502

        Backed-Up Print Queue 502

            Releasing a Print Queue 503

            Clearing Select Print Jobs or All Print Jobs in a Queue 503

        Low-Memory Errors 503

        Access Denied 504

        Printer Will Not Print 504

        Color Prints in Wrong Print Color 505

        Unable to Install Printer 506

        Error Codes 506

        Printing Blank Pages 507

        No Image on Printer Display 507

        Using Printer Troubleshooting Tools 508

    Exam Preparation Tasks 509

Chapter 14 Windows Operating Systems Features and Installation 522

    Foundation Topics 523

    Differences Between Windows Versions 523

        Windows Vista, Windows 7, and Windows 8/8.1 Features Compared 523

        Windows Desktop (Aero, Aero Glass, Sidebar, Gadgets, Start Screen, Start Menu) 525

        Control Panel Views 527

        Shadow Copy 528

        Compatibility Mode 529

            Starting Program Compatibility Wizard in Windows 8/8.1 529

            Starting Program Compatibility Wizard in Windows 7 529

            Using Program Compatibility Wizard in Windows 7/8/8.1 529

            Program Compatibility Wizard in Windows Vista 530

        Virtual XP Mode 531

        Administrative Tools 532

        Modern UI 532

        Side-by-Side Apps 533

        Pinning Programs to the Taskbar 534

        OneDrive Cloud Storage 534

        Windows Store 535

        Multi-monitor Task Bars 536

        Charms 536

        Live Sign In 536

        Action Center 536

        File Structure and Paths 537

            Libraries 538

            32-Bit Versus 64-Bit File Structure and Paths 538

        Windows Upgrade Paths 538

    Boot Methods 541

    Installation Types 541

            Upgrade Installation 542

            Clean Install 542

            Multiboot Installation 543

            Repair Installation 544

            Unattended Installation 545

            Remote Network Installation 546

            Image Deployment 546

    Partitioning Methods 547

        Partitioning Overview 548

            MBR Versus GPT Partition Types 548

            Disk Preparation Using MBR 549

            Partitioning Using GPT 549

            Dynamic and Basic Disks 549

            Creating Partitions During Windows Vista/7/8/8.1/10 Installation 550

    Windows File Systems 551

        FAT32 551

        exFAT (FAT64) 552

            NTFS 553

            Converting a Drive’s File System with CONVERT.EXT 554

            Quick Formatting versus Full Formatting 554

    Configuring Windows During/After Installation 555

        Loading Alternative Drivers 555

        Workgroup vs Domain Setup 555

        Time/Date/Language/Region Settings 555

        Installing Drivers, Software, Updates 555

        Using Windows Update and Microsoft Update 555

        Installing Service Packs Manually 557

    Using the Factory Recovery Partition 559

    Refresh and Reset (Windows 8/8.1/10) 559

    Characteristics of a Properly Formatted Boot Drive 560

    Exam Preparation Tasks 561

Chapter 15 Managing Microsoft Windows 570

    Foundation Topics 571

    Command-Line Tools 571

        Commands Available with Standard Privileges vs. Administrative Privileges 572

        Starting a Command Prompt Session with CMD.EXE 572

        Using Wildcards to Specify a Range of Files 574

        TASKKILL 574

        BOOTREC 575

        SHUTDOWN 575

        TASKLIST 577

        MKDIR, CHDIR, and RMDIR (MD, CD, and RD) 577

        DEL 578

        FORMAT 578

            Using FORMAT with USB Flash and Removable-Media Drives 579

            Formatting Drives with Windows Explorer and File Explorer 579

            Using FORMAT from the Command Prompt 579

        COPY 580

        XCOPY 580

        ROBOCOPY 581

        Diskpart 582

        SFC 583

        CHKDSK 583

        GPUPDATE 584

        GPRESULT 584

        DIR 584

        EXIT 585

        HELP 585

        EXPAND 585

        Command /? 585

    Microsoft Administrative Tools 585

        Computer Management (MMC) 586

        Using Device Manager 587

        Performance Monitor 591

        Services (Services.msc) 592

        Task Scheduler 593

        Create a Task in Windows 593

        Print Management 595

        Component Services 595

        Data Sources (ODBC) 595

        Local Security Policy 595

        Windows Memory Diagnostics 595

    Task Manager 596

    MSCONFIG 598

    Disk Management 600

        Drive Status 600

        Initializing a Disk 601

        Creating a New Simple Volume 601

        Extending Partitions 602

        Shrink Partitions 602

        Splitting Partitions 602

        Mounting a Drive 603

        Assigning/Changing Drive Letters 604

        Adding Arrays 604

    Storage Spaces 605

    Windows Upgrade Tools 607

        Windows Easy Transfer (WET) 608

        User State Migration Tool (USMT) 609

    System Utilities 609

        Using REGEDIT 610

            Making Changes to the Registry by Importing a Text File 610

            Backing Up the Registry Before Editing 611

        COMMAND 611

        MSTSC (Remote Desktop Connection) 612

            Compatibility with MSTSC Connections 612

            Configuring Remote Settings on the Host Computer 612

            Starting MSTSC and Connecting to a Remote Computer 612

        NOTEPAD 614

        EXPLORER 614

            Windows Explorer (Windows Vista/7) 614

            File Explorer (Windows 8/8.1/10) 616

            Displaying Drives, Files, and Folders 616

            Libraries (Windows 7/8/8.1/10) 617

        MSINFO32 (System Information) 618

        DXDIAG (DirectX Diagnostics) 619

        System Restore 620

        Creating a Restore Point 620

            Restoring Your System to an Earlier Condition 620

            Configuring System Restore Options 621

            What to Try Before Using System Restore 621

        Windows Update 621

    Control Panel Utilities 621

        Starting Control Panel 622

        Category and Icon Views 622

        Shortcuts to Control Panel Functions 625

        Display/Display Settings 626

        Folder Options 628

        System 629

            Performance (Virtual Memory) Settings 630

        Power Options 632

            Hibernate 632

            Sleep/Suspend/Standby 632

        Power Plans 632

        Programs and Features 634

        HomeGroup (Windows 7/8/8.1/10) 635

        Devices and Printers 635

        Sound 636

        Troubleshooting 636

        Internet Options 637

    Exam Preparation Tasks 638

    Chapter 16 Networking Microsoft Windows 648

    Foundation Topics 649

        Homegroup vs. Workgroup 649

        Workgroup Networking 649

            Creating a Workgroup 649

        HomeGroup Networking 650

            Creating a Homegroup 651

    Domain Setup 652

        Network Shares 652

        Sharing a Folder 653

        Joining a Homegroup and Custom File Sharing 653

    Mapped Drive Letters 654

    Administrative Shares 656

    Printer Sharing versus Network Printer Mapping 656

        Establish Networking Connections 657

        VPN Connections 657

        Dial-Up Connections 658

        Wireless Connections 659

        Wired Connections 660

    WWAN (Cellular) Connections 660

    Proxy Settings 660

    Remote Desktop Connection and Remote Assistance 661

        Home vs. Work vs. Public Network Settings 663

        Windows 7 Network Locations 663

    Windows 8/8.1 Network Locations 664

        Firewall Settings 666

        Enabling/Disabling Windows Firewall 666

        Exceptions 667

    Configuration 667

    Configuring an Alternative IP Address in Windows 669

        Network Card Properties 670

        QoS (Quality of Service) 670

        Half Duplex/Full Duplex/Auto 671

        Speed 671

        Wake-on-LAN 672

        BIOS (on-board NIC) 673

    Exam Preparation Tasks 674

Chapter 17 Operational Procedures 682

    Foundation Topics 683

    Using Appropriate Safety Procedures 683

        Equipment Grounding 683

        Component Handling and Storage 684

            Antistatic Bags 685

            ESD Straps 686

            ESD Mats 687

            Self-Grounding 688

        Toxic Waste Handling 688

            Recycling Batteries 688

            Toner 689

            CRT Displays 689

        Personal Safety 690

            Disconnect Power First 690

            Remove Jewelry 690

            Lifting Techniques 690

            Weight Limitations 690

            Electrical Fire Safety 690

            Cable Management 691

            Safety Goggles 691

            Air Filter Mask 691

        Compliance with Local Government Regulations 691

    Applying Environmental Controls 692

        Material Safety Data Sheet (MSDS) 692

        Temperature, Humidity, and Air 693

        Power Surges, Brownouts, and Blackouts 693

            Power Surges and Surge Suppressors 694

            Blackouts, Brownouts, and Battery Backup Units 694

    Addressing Prohibited Content or Activity 695

        Incident Response 695

            First Response 696

        Documentation 696

        Chain of Custody 696

    Licensing/DRM/EULA 696

        DRM 697

        EULA 697

        Understanding Open Source and Commercial Licenses 697

    Personal versus Enterprise Licenses 698

    Personally Identifiable Information 698

    Following Corporate End-User Policies and Security Best Practices 700

    Communication Methods and Professionalism 700

        Use Proper Language 701

        Maintain a Positive Attitude/Project Confidence 701

        Actively Listen to the Customer 701

        Be Culturally Sensitive 701

        Be Punctual 701

        Avoid Distractions 701

        Dealing with Difficult Customers or Situations 702

    Setting and Meeting Expectations/Timeline and Communicating with the Customer 702

        Dealing Appropriately with Customers’ Confidential and Private Materials 702

    Exam Preparation Tasks 703

Chapter 18 OS X and Linux 712

    Foundation Topics 713

    Best Practices 713

        Scheduled Backups 713

        Scheduled Disk Maintenance 714

        System Updates/App Store 714

        Patch Management 715

        Driver/Firmware Updates 715

        Antivirus/Antimalware Updates 716

    Tools 716

        Backup/Time Machine 716

            Configuring Time Machine 716

            Using Disk Utility in OS X 717

            Configuring a Backup App in Linux 718

        Restore/Snapshot 719

        Image Recovery 719

        Disk Maintenance Utilities 720

        Shell/Terminal 720

        Screen Sharing 721

        Force Quit 721

            Force Quit in OS X 722

            Force Quit in OS X or Linux Terminal 722

    Features 723

        Multiple Desktops/Mission Control 723

        Spotlight 723

        iCloud 724

        Keychain 724

        Gestures 725

        Finder 725

        Remote Disc 725

        Dock 726

        Boot Camp 726

    Basic Linux Commands 726

        ls 726

        grep 727

        cd 728

        shutdown 728

        pwd vs. passwd 728

        mv 728

        cp 728

        rm 728

        chmod 729

        chown 729

        iwconfig/ifconfig 730

        ps 730

        su/sudo 730

        apt-get 730

        vi 730

        dd 730

    Exam Preparation Tasks 732

Chapter 19 Virtualization, Cloud Computing, and Network Services 740

    Foundation Topics 741

    Client-Side Virtualization Overview 741

        Host/Guest Virtualization 742

        Hypervisor 743

        Purpose of Virtual Machines 743

        Resource Requirements 744

        Emulator Requirements 745

            Checking for BIOS/UEFI and Processor Support for Virtualization 745

        Security Requirements 745

        Network Requirements 746

    Identify Basic Cloud Concepts 746

        SaaS 746

        PaaS 747

        IaaS 748

        Public vs. Private vs. Hybrid vs. Community 748

        Rapid Elasticity 748

        On-Demand 748

        Resource Pooling 748

        Measured Service 748

    Properties and Purposes of Network Services–Server Roles 749

        Web Server 749

        File Server 749

        Print Server 749

        DHCP Server 749

        DNS Server 749

        Proxy Server 750

        Mail Server 750

        Authentication Server 750

    Internet Appliances 750

        UTM 750

        IDS 750

        IPS 751

    Legacy and Embedded Systems 751

    Exam Preparation Tasks 752

Chapter 20 Mobile Operating Systems and Devices 758

    Foundation Topics 759

    Android vs iOS vs Windows Features 759

        Open-Source vs. Closed-Source/Vendor-Specific 759

            Open-Source: Android 759

            Closed-Source: iOS and Windows 10 Mobile 761

        App Source (Apple Store, Google Play Store, and Windows Store) 763

        Screen Orientation and Calibration (Accelerometer/Gyroscope) 764

        GPS and Geotracking 767

        Wi-Fi Calling 768

        Launcher/GUI 768

            Rearranging Tiles in iOS, Android, or Windows 10 Mobile 769

            Creating a Folder in iOS 769

            Creating a Folder in Android 769

        Virtual Assistant 770

        SDK/APK 771

        Emergency Notification 772

        Mobile Payment Service 772

    Mobile Device Connectivity 772

        Wireless / Cellular Data Network 772

            Tethering 773

            Hotspot 773

            Airplane Mode 774

        Bluetooth 775

            Steps to Configure a Bluetooth Headset on an Android-Based Device 776

            Steps to Configure a Bluetooth Headset on an iOS-Based Device 778

    Email Configuration 778

        Corporate and ISP Email Configuration 778

            Connecting to IMAP or Exchange Servers 780

        Integrated Commercial Provider Email Configuration 780

    PRI Updates/PRL Updates/Baseband Updates 780

    Radio Firmware 780

    IMEI vs IMSI 781

    VPN 781

        Data Synchronization 781

        Synchronization Methods 782

        Cloud-Based Synchronization 782

        Desktop-Based Synchronization 783

        Email Synchronization 783

        Software Requirements for Synchronization Software 783

        Connection Types for Synchronization Software 783

    Exam Preparation Tasks 784

Chapter 21 Security 790

    Foundation Topics 791

    Common Security Threats and Vulnerabilities 791

        Malware 791

            Spyware 791

            Viruses 792

            Worms 792

            Trojan Horse 792

            Rootkits 792

            Ransomware 793

        Phishing 793

        Spear Phishing 793

        Spoofing 793

        Social Engineering 794

        Shoulder Surfing 794

        Zero-Day Attack 794

        Zombie/Botnet 794

        Brute Forcing 794

        Dictionary Attacks 794

        Non-Compliant Systems 794

        Violations of Security Best Practices 795

        Tailgating 795

        Man-in-the-Middle 795

    Common Prevention Methods 795

        Physical Security 796

            Lock doors 796

            Mantrap 796

            Cable Locks 796

            Securing Physical documents/Passwords/Shredding 796

            Biometrics 797

            ID Badges 797

            RFID Badge 797

            Key Fobs 797

            Smart Card 797

            Tokens 798

            Privacy Filters 798

            Entry Control Roster 798

        Digital Security 798

            Antivirus/Anti-malware 798

            Firewalls 799

            User Authentication/Strong Passwords 799

            Multifactor Authentication 799

            Directory Permissions 800

            VPN 800

            DLP 800

            Disabling Ports 800

            Access Control Lists 800

            Smart Card 801

            E-mail Filtering 801

            Trusted/Untrusted Software Sources 801

        User Education/AUP (Acceptable Use Policy) 801

        Principle of Least Permission 802

    Windows Basic Security Settings 802

        Users and Groups 803

        NTFS vs Share Permissions 803

            Moving and Copying Folders and Files 803

            File Attributes 804

        Shared Files and Folders 804

            Administrative Shares vs Local Shares 804

            Permission Inheritance and Propagation 804

        System Files and Folders 805

        User Authentication 805

        BitLocker and BitLocker to Go 805

        EFS 806

    Best Security Practices for Workstations 806

        Password Best Practices 807

            Setting Strong Passwords 807

            Password Expiration 807

            Changing Default User Names/Passwords 807

            Screensaver Required Password 807

            BIOS/UEFI Passwords 807

            Requiring Passwords 808

        Account Management 808

            Restricting User Permissions 808

            Login Time Restrictions 809

            Disabling Guest Account 809

            Failed Attempts Lockout 809

            Timeout/Screen Lock 809

        Disabling Autorun 809

        Using Data Encryption 810

        Patch/Update Management 810

    Securing Mobile Devices 810

        Screen Locks 810

        Locator Applications 811

        Remote Wipes 811

        Remote Backup Applications 812

        Failed Login Attempts Restrictions 812

        Antivirus/Anti-malware 812

        Patching/OS Updates 812

        Biometric Authentication 813

        Full Device Encryption 813

        Multifactor Authentication 813

        Authenticator Applications 813

        Trusted Sources vs. Untrusted Sources 814

        Firewalls 814

        Policies and Procedures 814

        BYOD versus Corporate Owned Devices 814

        Profile Security Requirements 814

    Data Destruction and Disposal Methods 815

        Physical Destruction Methods 815

            Shredder 815

            Drill / Hammer 815

            Electromagnetic (Degaussing) 815

            Incineration 815

            Certificate of Destruction 815

        Recycling or Repurposing Best Practices 815

            Low-Level Format vs. Standard Format 815

            Overwrite 816

            Drive Wipe 816

    SOHO Network Security 816

        Wireless-Specific Security 816

            Changing Default SSID 817

            Setting Encryption 817

            Disabling SSID Broadcast 818

            Antenna and Access Point Placement 819

            Radio Power Levels 819

            Wi-Fi Protected Setup (WPS) 819

        Change Default Usernames and Passwords 819

        Enable MAC Filtering 819

        Assign Static IP Addresses 820

        Firewall Settings 820

        Port Forwarding/Mapping 820

        Disabling Ports 820

        Content Filtering / Parental Controls 820

        Update Firmware 821

        Physical Security 821

    Exam Preparation Tasks 822

Chapter 22 Troubleshooting Desktop and Mobile Operating Systems 830

    Foundation Topics 831

    Troubleshooting Common Symptoms 831

        Proprietary Crash Screens 831

        Troubleshooting Windows STOP Errors (BSOD) 831

            Causes of BSOD Errors 832

            Researching Causes and Solutions 832

        OS X Pin Wheel 833

        Failure to Boot 834

            Windows Boot Errors 834

            Can’t Boot Linux 836

            Can’t Boot OS X 838

        Improper Shutdown (Windows) 839

        Spontaneous Shutdown/Restart 839

            Windows STOP (BSOD) Error Automatic Restart 839

            OS X Kernel Panic Automatic Restart 840

        Device Fails to Start/Detected (Windows) 841

        Missing DLL Message (Windows) 841

        Services Fail to Start 842

            Windows 842

            Linux 842

            OS X 842

        Compatibility Error (Windows) 842

        Slow System Performance 843

            Windows 843

            Linux 843

            OS X 844

        Boots to Safe Mode (Windows) 844

        File Fails to Open 844

        Missing GRUB/LILO (Linux) 844

        Kernel Panic (OS X/Linux) 845

        Multiple Monitor Misalignment/Orientation 846

            Windows 846

            OS X 848

            Linux 849

        Missing Boot Configuration Data 850

        Missing Operating System 850

        Missing Graphical Interface 850

        GUI Fails to Load (Windows) 851

    Tools for Troubleshooting Software 851

        BIOS/UEFI 851

        SFC (Windows) 851

        Logs 851

        System Recovery Options (Windows) 852

        Repair Discs 854

        Pre-installation Environments 854

        MSCONFIG (Windows) 855

        DEFRAG 855

        REGSVR32 (Windows) 855

        REGEDIT (Windows) 855

        Safe Mode (Windows) 855

        Command Prompt (Windows) 859

        Uninstall/Reinstall/Repair 859

    Troubleshoot Mobile OS and Application Issues 859

        System Lockout 860

        Soft Reset 861

        Hard Reset 861

        Adjust Configurations/Settings 862

    Mobile Devices and Application Security Issues 863

        Signal Drop/Weak Signal 863

        Power Drain 863

        Slow Data Speeds 863

        Unintended Wi-Fi Connection 864

        Unintended Bluetooth Pairing 864

        Leaked Personal Files/Data 864

        Data Transmission Overlimit 864

        Unauthorized Account Access 864

        Unauthorized Root Access 864

        Unauthorized Location Tracking 865

        Unauthorized Camera/Microphone Activation 865

        High Resource Utilization 865

        Tools 866

            Anti-Malware 866

            App Scanner 866

            Factory Reset/Clean Install 866

            Uninstall/Reinstall Apps 867

            Wi-Fi Analyzer 868

            Force Stop 868

            Cell Tower Analyzer 869

            Backup/Restore 869

            Apple Configurator 870

            Google Sync 870

    Troubleshooting PC Security Issues 870

        Common Symptoms of Malware Infections 870

        Tools 872

    Best Practice Procedure for Malware Removal 873

    Exam Preparation Tasks 874

Glossary 886

Online-only Elements:

Appendix A CompTIA A+ Objectives

Appendix B Memory Tables

Appendix C Answers to Memory Tables

9780789756534, TOC, 6/22/2016