IT Essentials: PC Hardware and Software Companion Guide [NOOK Book]

Overview

IT Essentials: PC Hardware and Software Companion Guide, Fifth Edition

IT Essentials: PC Hardware and Software Companion Guide, Fifth Edition, supports the Cisco Networking Academy IT Essentials: PC Hardware and Software version 5 course. The course is designed for Cisco Networking Academy students who want to pursue careers in IT and learn how computers work, how to assemble computers, and how to safely and securely troubleshoot hardware and ...

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IT Essentials: PC Hardware and Software Companion Guide

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Overview

IT Essentials: PC Hardware and Software Companion Guide, Fifth Edition

IT Essentials: PC Hardware and Software Companion Guide, Fifth Edition, supports the Cisco Networking Academy IT Essentials: PC Hardware and Software version 5 course. The course is designed for Cisco Networking Academy students who want to pursue careers in IT and learn how computers work, how to assemble computers, and how to safely and securely troubleshoot hardware and software issues.

As CompTIA Approved Quality Content, the course also helps you prepare for the CompTIA A+ certification exams 220-801 and 220-802. CompTIA A+ 220-801 covers the fundamentals of computer technology, installation and configuration of PCs, laptops, related hardware, and basic networking. CompTIA A+ 220-802 covers the skills required to install and configure PC operating systems and configure common features, such as network connectivity and email for Android and Apple iOS mobile operating systems. Students must pass both exams to earn the CompTIA A+ certification.

The features of the Companion Guide are designed to help you study and succeed in this course:

-- Chapter objectives—Review core concepts by answering the focus questions listed at the beginning of each chapter.

-- Key terms—Refer to the updated lists of networking vocabulary introduced, and turn to the highlighted terms in context.

-- Course section numbering—Follow along with the course heading numbers to easily jump online to complete labs, activities, and quizzes referred to within the text.

-- Check Your Understanding Questions and Answer Key—Evaluate your readiness with the updated end-of-chapter questions that match the style of questions you see on the online course quizzes.

-- Glossary in the back of the book to define Key Terms

The lab icon in the Companion Guide indicates when there is a hands-on Lab or Worksheet to do. The Labs and Worksheets are compiled and published in the separate book, IT Essentials: PC Hardware and Software Lab Manual, Fifth Edition. With more than 1300 pages of activities, including Windows 7, Windows Vista, and Windows XP variations covered in the CompTIA A+ exam objectives, practicing and performing these tasks will reinforce the concepts and help you become a successful PC technician.

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Product Details

  • ISBN-13: 9780132874021
  • Publisher: Pearson Education
  • Publication date: 10/27/2010
  • Series: Companion Guide
  • Sold by: Barnes & Noble
  • Format: eBook
  • Edition number: 4
  • Pages: 792
  • File size: 29 MB
  • Note: This product may take a few minutes to download.

Meet the Author

Cisco Networking Academy is an innovative Cisco education initiative that delivers information and communication technology skills to improve career and economic opportunities around the world. The Academy provides online courses, interactive tools, and lab activities to prepare individuals for information technology and networking careers in virtually every industry.
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Table of Contents

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

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