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
