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A+ Certification For Dummies, 3rd Edition by Ron Gilster Published by Wiley Publishing, Inc. 111 River StreetHoboken, NJ 07030-5774 www.wiley.com Copyright © 2004 by Wiley Publishing, Inc., Indianapolis, Indiana Published by Wiley Publishing, Inc., Indianapolis, Indiana Published simultaneously in Canada No part of this publication may be reproduced, stored in a retrieval system or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, scanning or otherwise, except as permitted under Sections 107 or 108 of the 1976 United States Copyright Act, without either the prior written permission of the Publisher, or authorization through payment of the appropriate per-copy fee to the Copyright Clearance Center, 222 Rosewood Drive, Danvers, MA 01923, (978) 750-8400, fax (978) 646-8700. Requests to the Publisher for permission should be addressed to the Legal Department, Wiley Publishing, Inc., 10475 Crosspoint Blvd., Indianapolis, IN 46256, (317) 572-3447, fax Introduction Overview If you have bought or are considering buying this book, you probably fit one of the following categories: You know how valuable A+ Certification is to a professional personal computer (PC) technician’s career and advancement. You’re wondering just what A+ Certification is all about. You think that reading this book may be a fun, entertaining way to learn about computer hardware maintenance and repair. You love all ...For Dummies books and wait impatiently for each new one to come out. You’re a big fan of mine and can’t wait to read all of my new books. Well, if you fit any of the first four scenarios, this is the book for you! However, I’m not certified in the appropriate medical areas to help you if you are in the last category! If you’re already aware of the A+ Certified Computer Technician program and are just looking for an excellent study aid, you can skip the next few sections of this introduction because your search is over. However, if you don’t have the f Why Use This Book?With over 20 years and layer upon layer of microcomputer hardware and software technology to study, even the most knowledgeable technician needs help getting ready for the A+ exams. This book is intended to shorten your preparation time for the A+ exams. This book is a no-nonsense reference and study guide for the A+ Core Hardware exam (test #220-301) and the OS (Operating Systems) Technologies exam (test #220-302). It focuses on the areas likely to be on the exam, plus it provides background information to help you understand some of the more complex concepts and technologies. The concepts, processes, and applications included on the exams are presented in step-by-step lists, tables, and figures without long explanations in this book. The focus is on preparing you for the A+ exams, not on showing off my obviously extensive and impressive knowledge of computer technology (nor on my modesty, I might add). This book will not provide you with an in-depth background on PC Why Use This Book? How This Book Is OrganizedThis book is divided into two “mini-books”: one on the Core Hardware exam and one on the OS Technologies exam. Depending on whether or not you plan to take the two exams during the same sitting or not, you should study for them separately. Although there is a certain amount of overlap between the two exams (especially in the networking area), the emphasis of each exam is totally different. Throughout, this book is organized so you can study a specific area without wading through stuff you may already know. I recommend that you skim the whole book at least once, noting the points raised at the icons. Each part and chapter of the book is independent, and can be studied in any order, which should be helpful for your last-minute cram before the exam. The following sections tell you what I include between the covers of this book. Book I: The A+ Core Hardware Exam Part I: Laying Down, Some Fundamentals Book I begins with an overview of what to study for the A+ exam How This Book Is Organized Studying Chapters A+ Certification For Dummies, 3rd Edition offers a self-paced method of preparing for the exam. You don’t have to guess what to study; every chapter that covers exam objectives guides you with preview questions, detailed coverage, and review questions. This step-by-step structure identifies what you need to study, gives you all the facts, and rechecks what you know. The structure is as follows: First page: Each chapter starts with a preview of what’s to come, including exam objectives and study subjects. Not sure that you know all about the objectives and the subjects in a chapter? Keep going. Quick Assessment questions: At the beginning of each chapter is a brief self-assessment test that helps you gauge your knowledge of the topics that chapter covers. Take this test to determine which areas you already understand as well as to determine which areas you need to focus on. Labs: Labs are included throughout the book to step you through some of the processes you need t Studying Chapters Icons Used in This Book  Time Shaver  Time Shaver icons point out tips that can help you manage and save time while studying for or taking the exam.  Instant Answer  Instant Answer icons highlight tips to help you recognize correct and incorrect exam answers and point out information that is likely to be on the test.  Shocking Information  Shocking Information icons point out ESD and other electrical dangers that you should be aware of for the test and on the job.  Warning  Warning icons flag problems and limitations of the technologies included on the exam and things to avoid when working with certain technologies.  Remember  Remember icons point out important background information and advantages of the technology that may appear on the exam.  Tip  Tip icons flag information that can come in extra-handy during the testing process. You may want to take notes on these tidbits! Icons Used in This Book FeedbackI’d like to hear from you. If an area of the test isn’t covered as well as it should be, or if I provide more coverage than you think is warranted about a particular topic, please let me know. Your feedback is solicited and welcome. E-mail me at feedback@rongilster.com. Book I: A+ Hardware Technology Exam Part List Part I: Laying Down Some Fundamentals Part II: Inside the Box Part III: Outside the Box Part IV: Remembering Why It’s Called Hardware Book I: A+ Hardware Technology Exam Part List Part I: Laying Down Some Fundamentals Chapter List In this part . . . Chapter 1: The 2003 A+ Certification Exams In This Chapter Knowing what to study Taking the A+ exams A+ certification assures employers and computer owners that a PC repair technician has the requisite knowledge to build, upgrade, troubleshoot, and repair personal computer (PC) systems. The A+ exams measure the ability and knowledge a PC technician should have after six months of on-the-job, hands-on training. Certified PC technicians are always in great demand, so passing the A+ certification exams is well worth the time that you spend preparing for the exams. A+ certification is a lifetime certification, meaning that you never have to take the test again (at least as of this writing). If you are A+ certified from either the 1996, 1998, or 2001 exam versions, you don’t have to take the 2003 exams. Unless you really want to. Chapter 1: The 2003 A+ Certification Exams In This Chapter Who Is CompTIA?Computing Technology Industry Association (CompTIA) is a membership trade organization that was formed in 1982 to promote standards of excellence in computer technology. Its goals are to develop ethical, professional, and business standards and provide educational opportunities to the industry. Its members include more than 13,000 computer resellers, VARs (value-added resellers), distributors, manufacturers, and training companies in 89 countries around the world (but mostly in the United States and Canada). These companies range from multinational corporations to local computer repair shops and individual entrepreneurs. Visit CompTIA’s Web site at www.comptia.org/about for more information. Why Get A+ Certification? Why cram for a pair of tests and sweat bullets over taking them to get a piece of paper that says, “I know computer repair stuff”? Well, I can think of a number of good reasons. The first is that more than 500,000 A+ Certified Technicians worldwide may be competing for the same job you want. What Do the A+ Exams Cover?The exams are based on an industry-wide analysis of what a PC repair service technician with six months of on-the-job experience should know to be considered competent. The results of this analysis have been validated in a worldwide survey of thousands of A+ certified professionals. The two A+ certification exams are the Core Hardware exam (Exam 220-301) on microprocessors, displays, storage media and devices, printers, modems, buses, and other hardware components of a PC; and the OS Technologies exam (Exam 220-302). Neither exam has more than 90 questions. Each test measures your knowledge over several technical domains. Each test domain focuses on a specific area of technical service procedures, tools, and skills. Some domains are emphasized more than others, so the number of questions from any particular domain varies. Tables 1-1 and 1-2 list the domains, the percentage of coverage of each domain on the total test, and the approximate number of test questi Who Can Get Certified?A+ certification is open to anyone who registers for the exams, pays the exam fees, and passes the exams. You don’t need to have the six months of work experience, be a working PC repair technician, work for a particular company, or have any specialized training to qualify for A+ certification. Just pass the exams, and you’re certified. How to Get CertifiedThe A+ exams are scored on a scaled method, meaning that some questions and answers are worth more than others. The total possible points on each exam is 900. To pass the Core Hardware exam, you must get a score of at least 683; to pass the OS Technologies exam, you must get a score of at least 614. (You get 100 points for just filling out your name.) You have 90 minutes to complete each of the two exams. You can take the two exams on the same day or schedule them on different days; it’s up to you.  Tip  You must pass both A+ exams before the next update. However, if you’ve passed either 2001 exam version, you can take the remaining exam in either the 2001 or 2003 versions to get your certification. Where to Go You can find a testing center and register for the exams online on these Web sites: Prometric: www.2test.com VUE: www.vue.com How Much Does It Cost?The cost of CompTIA’s exams range from $89 USD to $225 USD, depending on your country and whether or not you or your company are CompTIA members. Corporate CompTIA members are given substantial discounts on certification exam vouchers, among other benefits.  Tip  Watch for training or study material vendors that offer discounted exam vouchers. You can find discounted vouchers for slightly more than the member rate if you shop around. Studying for the ExamsThis book and the resources listed, named, or cited throughout its contents are your sure-fire best first steps to getting there. Chapter 2: Basic Electronics and Number Systems Exam Objectives Identifying the concepts, terminology, and properties of electronics and electricity in the PC Identifying ESD (electrostatic discharge) and ESD protection devices Reading and converting binary, decimal, and hexadecimal number systems The fundamentals of computer troubleshooting, repair, and maintenance require understanding of electricity, electronics, and number systems. You need a basic knowledge of electricity and electronic principles to even begin preparing yourself for the A+ Certification exams. Although specific electronics or electricity questions aren’t on the test, many questions assume a basic understanding of electricity concepts and terminology and the function of a few electronic components. Even if you know enough about electricity to repair a PC without destroying either the equipment or yourself, you may need a refresher on the names, definitions, concepts, and applications of electricity and electronics Chapter 2: Basic Electronics and Number Systems Understanding Electricity Everything inside or attached to the PC system unit runs on electricity. Electricity is both the lifeblood and the mysterious evil of the personal computer. It’s a flowing entity, measured in amps, ohms, and volts. Approach it with respect, if not outright fear. Nothing helps you understand a complex technical topic better than a real-life analogy that you can relate to. I tried hard to create a new and original analogy to help you understand electrical properties and measurements and to dazzle you with my cleverness. Unfortunately, I have failed. One analogy that I thought had a lot of potential involved Twinkies and beer, but it fell flat. So I am forced to use the same old water-in-the-hose analogy that you have probably seen and heard a thousand times. If you have heard it before, skip the next few paragraphs. If it’s new to you, read on. Electricity flowing through a circuit is much like water running through a hose. When you open a water faucet, the pres Don’t Give Me Any StaticThe term static has several meanings in computer technology. To the computer technician, static means both static electricity (electrostatic charge) and its evil twin — electrostatic discharge, also called electrical static discharge; ESD, as it is infamously called, is the evil demon that lies in wait for the unsus-pecting service technician who fails to don the sacred wrist strap before kneeling at the PC altar.  Remember  Throughout this book, you see repeated warnings, cautions, and preventive actions for ESD. Focus on preventing ESD damage.  Warning  Always wear a grounded wrist strap that’s connected to either a grounding mat or the PC chassis when you work on any part of the computer (except the monitor). Chapter 12 explains why you don’t wear your strap when working on a monitor. Static electricity is what makes your hair stand on end when you rub a balloon against your head. Of course, this assumes that you have hair — and that you’d rub a balloon again Polishing Up on Number SystemsA+ exam questions reference hexadecimal addresses for such PC components as IRQs and COM ports. The ability to read and understand binary and hexadecimal values helps you understand some questions. For example, a test question may ask you for the address of where BIOS is commonly located in memory. The answer choices listed are hexadecimal values such as A0000 to AFFFF, B0000 to BFFFF, C0000 to CFFFF, and F0000 to FFFFF. Your ability to discern which of the numbers represents the range closest to the 1MB boundary for the upper memory area is your key to the answer. Your ability to work with binary and hexadecimal numbers can also help you with questions related to troubleshooting and debugging situations. Reading binary numbers The binary number system is the foundation upon which all logic and data processing in the PC is built. In its simplest form, the binary number system consists of only two digital values: 1 and 0. Because a transistor is a semi-cond Getting Ready for WorkHere are a couple of number system conversion labs you can use to master the conversion of decimal to binary and hexadecimal to decimal. Converting decimal to binary The steps in Lab 2-1 convert the numbers in your street address to a binary number. (If your house number is larger than 65536, use a smaller number.) Lab 2-1:  Converting Decimal to Binary Figure out the largest power of two values that can be subtracted from the number. For a house number of 63529, the largest binary value that can be subtracted is 32,768, or 215. Probably, a very scientific way exists to determine this number; I use trial and error to find the largest power of 2 that can be subtracted from the starting number. For example, 216 is 65,536 and that was too big; 21 is the same as 2 and that’s just too small; so if I try 215, I find that it is just right, and a 1 can be placed in position 16 of the binary number (remember the first power of two is a zero — so 215 values go in the 16th p Basic Electronics and Number Systems Prep Test The decimal equivalent of 00000110 is 8 5 110 6 The number A06F is most likely from which numbering system? Decimal Binary Hexadecimal Octal Electrical current is measured in Amps Ohms Volts Watts What is the most common threat to PC hardware when being serviced by a technician? ESD Accidental breakage of a component Improper tools damaging a component Placing components on the wrong type of surface to work Electrical resistance is measured in Amps Ohms Volts Watts You should ground yourself with an ESD wrist strap when working on which of the following? (Choose all that apply.) Memory board Motherboard Hard drive System board The microcomputer operates on ______ current electricity. Alternating Direct Switchable Directional The decimal equivalent of A00h is 44 32,768 2,560 65,536 Computer components can be damaged by an ESD charge of 2,000V 30V 30,000V 3 to 5V What does ESD refer to? Electronically safe device Electrical static discharge Part II: Inside the Box Chapter List In this part . . . Chapter 3: The Motherboard Exam Objectives Defining the function and purpose of the motherboard Identifying motherboard form factors Explaining the function of a chipset Describing the operation of cache memory Upgrading the motherboard The A+ exam tests your knowledge of the motherboard’s central role. The motherboard is by far the most important electronic circuit in the computer. It acts as the gatekeeper to the CPU (Central Processing Unit), meaning that all outside devices wishing to interact with the CPU must pass through the motherboard. It is all-powerful! It is all-knowing! Ignore the man behind the curtain! Questions about the motherboard, its bus structures, CMOS, BIOS, chipsets, and the compatibility of the system components on the motherboard are at least 30 percent of the Core Hardware exam. Another 30 percent relate to CPUs, memory, installation, and troubleshooting. You need to know about data and address buses, processor capabilities and compatibilities, the contents o Chapter 3: The Motherboard Understanding the Motherboard This section prepares you to meet the exam objective of identifying popular motherboards and their components, architecture, and compatibilities. I can’t overemphasize the importance of this material for the exam. It has its own domain in the exam blueprint, and it is reflected throughout the exam. Every essential component directly or indirectly involved with making the PC function is either on, attached, or connected to the motherboard. For all intents and purposes, the motherboard is the computer. A computer without a motherboard is simply an empty metal box that just sits there. The primary components of the PC attach or plug into the motherboard, which creates the functionality of the PC. The major components included on or connected to the motherboard include the CPU, memory, expansion cards, disk drives, keyboard, mouse, and monitor. You know — all of the really important parts of the PC. By any other name, it’s still mother The motherboard is often Riding the BusPart of understanding the operation of the motherboard is understanding its bus structure. Most of the motherboard exam questions are about bus architectures. This section provides you with a brief overview of the bus structures on the motherboard. For a more in-depth coverage of the various bus structures of a PC, check out Chapter 5. The CPU moves data values and signals around the computer on a network of fine wires that interconnect it to all the other components on the motherboard. This network is called the bus. The lines that move data within the computer form the internal bus. Think of the internal bus as being a hallway in a large building, such as a huge hospital (the ones with the colored lines on the floor) or the Pentagon. The lines that communicate with peripherals and other devices attached to the motherboard form the external bus. The external buses are like hallways that lead directly to outside doors. You can find four primary types of bus structures on Motherboard Sizes, Shapes, and StylesAlthough the blueprint of the A+ Core Hardware exam lists only the AT, Baby AT, and ATX form factors, don’t be surprised by references on the exam to other form factors. For that reason, you should review the form factors listed in Table 3-2 to familiarize yourself with the various form factors that have been produced. Table 3-2: Motherboard Form Factors Form Factor Width (in inches) Length (in inches) Design Type IBM PC 8.5 13 Motherboard IBM PC XT 8.5 13 Motherboard AT 12 11–13 Motherboard Baby AT 8.5 10–13 Motherboard LPX 9 11–13 Backplane Micro-AT 8.5 8.5 Motherboard ATX 12 9.6 Motherboard Mini-ATX 11.2 8.2 Motherboard Mini-LPX 8–9 10–11 Backplane Micro-ATX 9.6 9.6 Motherboard NLX 8–9 10–13.6 Backplane Flex-ATX 9 7.5 Motherboard  Remember  Essentially, a form factor defines a motherboard’s size, shape, and how it is mounted to the case. However, form factors now include The size, shape, and function of the system case The type, placement, and si Stacking Up the ChipsetsThe bus structures and interfaces supported by the motherboard and CPU are controlled by functions included on the chipset. The chipset is a group of chips that together help the processor and other peripheral devices plugged into the motherboard communicate with each other. The chipset controls the bits (data, instructions, and control signals) that flow between the CPU and system memory over the motherboard’s buses. The chipset also manages data transfers between the CPU, memory, and peripheral devices. It also supports the expansion bus and any power management features of the system. However, the chipset contains only enough instructions to issue control commands to device drivers, which actually control the peripheral device. Chipsets are integrated into the motherboard and usually cannot be upgraded without changing the entire motherboard. A PC’s chipset is matched to the motherboard and the CPU as a set. Usually, a given chipset is matched to a single pro Caching In on a Good ThingExpect questions on the A+ Core Hardware exam about cache memory, which is a motherboard component. Understand why it exists, what it is, its limitations, and how and when it is used. A mystery of the PC is that nearly all of its components, including the processor, the memory, the motherboard data buses, and the hard drive, operate at different speeds and data transfer rates. Because they are the products of competition, these cannot be well coordinated. No single company makes all of the components that go into a PC (although Intel certainly is trying). Two motherboard components that must overcome their differences and work together are the CPU (processor) and primary memory (RAM). RAM works  in nanoseconds (billionths of seconds) and is seemingly faster than the CPU, which works in megahertz (millionths of seconds). However, when the CPU requests data from the RAM, it takes a fair amount of time to locate the data and then transfer it over the data bus to Upgrading the MotherboardIf your PC isn’t as fast or as powerful as you’d like, you can either get a new PC or upgrade its motherboard and/or its components. Depending on the upgrade you want, upgrading the motherboard or the components on the motherboard usually costs less than a brand new PC. However, buying a new PC is not a part of the A+ exams; upgrading the motherboard is part of the exam. There are three major considerations when looking to upgrade a motherboard: the CPU, the form factor, and documentation. Other considerations should fall into place if you get these three right. Consider these criteria when evaluating the upgrade of a PC: CPU: The CPU that can be used to upgrade the PC depends on the motherboard, its form factor, and its chipset. The CPU can be upgraded on nearly all Pentium motherboards. However, the CPU socket on the motherboard controls which CPU can be used to upgrade the system. Some upgrades aren’t practical. For example, trying to replace a Pentium 75 MH The Motherboard Prep Test Which of the following is not a common name for the primary printed circuit board in a PC? Mainboard Motherboard Planar board Systemboard Which of the following are common motherboard form factors? (Choose three.) Mother AT AT ATX Baby AT Which of the following motherboard form factors is nearly square? Mother AT AT ATX Baby AT Which of the following FRMs does not get its size and shape specified in a form factor standard? Power supply System case Memory Motherboard The feature used to resolve the speed differences of the CPU and RAM is Disk cache Main memory Cache memory Data bus Which computer component contains the circuitry necessary for all components or devices to communicate with each other? Motherboard Adapter board Hard drive Expansion bus Which statement best describes the purpose of the motherboard? Supplies DC power to the peripheral devices Interconnects the primary components of the PC Executes all instructions of the PC Stores and processes the Chapter 4: BIOS Exam Objectives Reviewing BIOS basic terms, concepts, and actions Listing the actions of the boot process Defining the purpose and usage of the CMOS Upgrading the system BIOS Troubleshooting boot and BIOS problems Before computers got their first operating systems, programmers had to write their own input and output routines to get input in and output out. They had to include a routine in each program to read the input and create the output. During the computer’s evolution, a smart programmer figured out that, because every program needs to get input and produce output, creating standardized versions of these functions and including them as a part of the system’s software might be an excellent idea. This concept has advanced to the point where the computer even has specialized instructions that tell it which peripheral devices are attached and whether they’re operating properly so that the PC can look for the appropriate input and output device drivers it needs. These i Chapter 4: BIOS Getting to Know the BIOS The BIOS (Basic Input/Output System) is a collection of software utilities and programs that can be invoked by the operating system or application software to perform many hardware-related tasks. Although many operating systems now contain their own device-oriented programs to improve performance, the BIOS contains a program for almost every activity associated with accessing hardware, including programs for starting the system, testing the hardware, reading and writing to and from storage devices, and moving data between devices. The BIOS is the PC’s opening act. It ensures that the hardware is alive, well, and ready for the operating system, and then gets the operating system running. If you’re like most PC users, you probably give the system BIOS of your PC very little notice each time it does its magic when you power it up. That is, until there’s a problem, and then you’d probably like to shoot the messenger.  Remember  The BIOS performs three vital functio BIOS Chipology  Remember  An essential part of studying the BIOS is studying the chips (as in integrated circuits made from silicon “chips”) on which it is stored and delivered to the PC. You don’t need to become an electronics engineer to take the A+ Core Hardware exam, but it sure wouldn’t hurt to know these common chip terms: Read Only Memory (ROM): Although not solely a BIOS chip, ROM chips are permanently loaded with instructions during the manufacturing processes. The instructions written to a ROM chip, which cannot be changed under any circumstance, are called firmware. No longer a common vehicle for the system BIOS, on earlier PCs, the BIOS was stored on a ROM chip (see Figure 4-1). Figure 4-1: A ROM BIOS chip mounted on a PC motherboard. Programmable Read Only Memory (PROM): A PROM is essentially a blank ROM chip that can be programmed with data or instructions. A PROM burner (also called a PROM programmer), a special device used to write to the PROM, enables you to store any Booting Up the SystemWhat the BIOS actually does during its boot sequence varies slightly from manufacturer to manufacturer; these basic steps are performed during the boot sequence: When the PC is powered on, the internal power supply initializes. The power supply doesn’t immediately provide power to the rest of the computer. First, it determines whether it can supply the proper voltages that the PC’s components require. The power supply sends out a POWER GOOD signal when it determines that it can supply reliable power to the rest of the PC. When the chipset receives this signal, it issues a SYSTEM RESET signal to the processor. When the processor receives the SYSTEM RESET signal, it accesses the jump address for the start of the BIOS boot program at its hard-wired preset address and loads it into RAM.  Remember  The jump address contains the actual address of the BIOS boot program on the ROM BIOS chip. The jump address is usually located at address FFFF0 (hexadecimal) or 1,048,560 (d Getting Ready for Work Lab 4-1, which details the process used to flash a PC’s BIOS, provides an opportunity to sharpen your BIOS knowledge and working skills. This lab is intended to provide you with essential knowledge for the workplace, but it can’t hurt your chances for passing the A+ Core Technologies Exam. This doesn’t involve trench coats and dark alleys, but it involves changing the contents of your PC’s EEPROM or flash ROM. Before you start this lab, you should try to have a copy of the documentation for the PC’s motherboard, processor, and chipset, and you should absolutely have a written copy of all of the configuration settings in the PC’s BIOS setup files. And it can’t hurt to take a full backup of the PC’s hard drives too. Lab 4-1:  Flashing Your BIOS Using the serial number and model number of the motherboard, locate on the manufacturer’s Website the Web page that allows you to download the latest revisions to your PC’s BIOS. Following the instructions on the manufacture BIOS Prep Test What does the acronym BIOS stand for? Binary Input Output System Basic Independent Operating System Basic Input Output System It has no specific meaning. Starting the PC when it’s powered off causes which type of boot cycle to be performed? cold boot warm boot dead boot restart The hardware configuration and chipset features of a PC are stored in which type of memory? ECC DRAM CMOS EDO Which of the following ROM types can be reprogrammed under software control? ROM PROM EPROM EEPROM Using a software utility to upgrade the BIOS is called flashing strobing burning upgrading The BIOS is loaded into which area of system memory? Conventional Upper memory block Extended memory High memory area What event signals the end of the boot sequence? POWER GOOD signal The operating system is running A single beep code The POST process ends POST error messages in the 3xx series indicate an error with which component? Motherboard Keyboard Floppy disk controller Hard drive controller What Chapter 5: Bus Structures Exam Objectives Identifying PC motherboard expansion buses Explaining the function of Plug and Play (PnP) Defining the PC Card (PCMCIA) interface Configuring IRQs, DMAs, I/O addresses, and logical devices Interfacing with the system is one area of the A+ exams that’s detail oriented and precise. In many exam domains, a general knowledge of basic concepts is usually sufficient; that’s not true for the topics in this chapter. As a PC repair technician, much of your job is adding new or replacing old hardware, which involves installing new adapter cards and cabling in customer PCs. These tasks require a thorough understanding of each motherboard’s associated bus structures, IRQs, DMA functions, and input/output addressing. A solid understanding of how these technologies function gives you the confidence to plug a new high-priced video card into the appropriate expansion slot and set it up correctly with the operating system. Installing, configuring, and cabling n Chapter 5: Bus Structures Bus Structure Basics Although a question on the Core Hardware exam may involve the definition of a bus, most of this first section is background information for the real techie stuff that follows. The bottom of any PC motherboard is an interconnecting maze of pathways that transport data, addresses, and instructions around the system. Each of these pathways is a bus, which is a group of tiny, very thin wires that carry signals from one part of the motherboard to another. Two general types of bus structures are on every motherboard: Internal bus: Interconnects main memory, the CPU, and all other components on the motherboard External (expansion) bus: Connects the outside world of peripherals to the motherboard When I compare a bus to a multilane highway, I’m referring to the size (meaning its width or capacity) of the bus. The width of a bus determines the amount of data and how large an address it can transmit. The width of a bus is stated in bits. Just like a 4-lane highway has a capa Working with System ResourcesIn the realm of PC configuration, the term system resources refers to the mechanisms used to interface, communicate, and control individual device adapters and controllers, along with the serial, parallel, and mouse ports. Usually, the CPU and the peripheral devices on a PC use the elements of the system resources as a set of communications channels. Any device (including the motherboard, expansion cards, and peripherals) that wants to communicate with the CPU must use at least one of the system resource components: the IRQ (interrupt requests), I/O (input/output) ports (also known as I/O addresses), and DMA (direct memory access) channels. Note   Tip  This area of the Core Hardware exam requires memorization. You must know The relationships of the primary system resources, especially IRQs are used with which devices (see “Requesting an interrupt, or how to get IRQed”); which devices are assigned to which I/O addresses (see “Using input/output (I/O) address Bus Structures Prep Test The default I/O address for COM1 is 2F8-2FFh 3F8-3FFh 378-37Fh 3F0-3F7H The first 32-bit bus was PCI EISA MCA VESA A PC has a sound card that locks up whenever the parallel tape backup unit is used on the system. What is the most likely problem? A DMA channel conflict An IRQ conflict The sound card is installed in an incompatible bus slot There is no system problem other than a defective sound card To automatically configure a PnP device, a system must have all the following except A PnP BIOS PnP hardware devices A PnP OS A PCI system bus COM1 normally uses which IRQ? IRQ 2 IRQ 3 IRQ 4 IRQ 5 The CPU uses an IRQ to Control devices attached to the system Generate a log file containing interrupt requests Identify a peripheral and find the software that controls it Protect the system from hardware device failures What IRQ is often used for LPT1? IRQ 2 IRQ 10 IRQ 7 IRQ 5 What should you do about an IRQ conflict? Reassign the device IRQ settings using the best approp Chapter 6: Microprocessors Exam Objectives Distinguishing CPU chips by their basic characteristics Distinguishing among popular CPU chips The A+ Hardware Technology exam tests your knowledge of the central role that is played by the system’s microprocessor, which has become essential knowledge for the professional PC repairperson. At one time, replacing the CPU was nearly as complicated as replacing a house, and I don’t mean the kind of house that has wheels. But today’s motherboards feature sockets and slots into which several types and versions of microprocessors can be inserted. You still have to watch out for compatibility issues, but it’s not uncommon for customers to want you to upgrade their PC instead of replace it. At least 10 percent of the A+ Hardware Technology exam is comprised of questions about processors, their characteristics, and their compatibilities. For each popular CPU (starting with the Pentium chip), you need to know its general characteristics — including physi Chapter 6: Microprocessors Looking at Microprocessors Everything that a computer can do for you — that is, all its magic — is performed by its microprocessor. The microprocessor performs all the arithmetic, logic, and computing actions of a PC. You may see your PC as a word processor, a computer game, a World Wide Web browser, an e-mail tool, or any of the other tasks that you perform on your PC. In fact, each of these tasks is software that is made up of thousands of instructions that the CPU executes one at a time to create the actions that you see and use. The processor, which is short for both microprocessor and central processing unit (CPU), is the electronic circuitry that uses digital logic to perform the instructions of your software. Technically speaking, a microprocessor is an integrated circuit that contains millions of transistors that are interconnected by small aluminum wires. The microprocessor’s processing capabilities control and direct the activities of the PC by interacting with the other elec Getting Ready for WorkWhen you are working with processors, especially processors in PGA packaging, it is useful to know how the locking mechanism works on a socket mounting. As illustrated in Figures 6-2 and 6-3, earlier in the chapter, socket mountings involve many holes into which many pins are inserted. Have you ever wondered just how the processor is retained snuggly on the socket mounting? First of all, it isn’t just sitting there. The pins on the back of the processor packaging are locked into place by the locking mechanism on the socket. The two most common types of locking mechanisms used on sockets are the zero-insertion-force (ZIF) and the low-insertion-force (LIF) mechanisms. In these two mechanisms, there is little difference between the force that’s required to insert the processor in the socket; the LIF just requires slightly more force to seat the processor than the ZIF. The socket locking mechanism works as follows: The locking arm on the left side of the socket is tuc Microprocessors Prep Test Which of the following processors does not include MMX instructions? Pentium Pentium Pro Pentium II Celeron What are the two most common types of locking mechanisms used on processor mounting sockets? (Choose two.) LIF NIF ZIP ZIF What does VRM stand for? Virtual reality module Voltage regulator module Very real memory Virtually real memory What type of mounting is the most commonly used for a Pentium II microprocessor? Slot A Slot 1 Socket 478 Socket 7 Which CPU packaging form was used for nearly all processors before the Pentium II? Pin Grid Array Plastic Ball Grid Array Single Edge Connector Flip Chip–PGA Which of the following is the CPU packaging type that is used for the Pentium II and Pentium III? Pin Grid Array Plastic Ball Grid Array Single Edge Connector Flip Chip–PGA Which of the following is the main chip, found on the motherboard, that executes instructions? Math coprocessor CMOS memory Microprocessor ROM chip What are the three primary bus struct Chapter 7: Memory Systems Exam Objectives Identifying the type, form factor, and operational characteristics of RAM Differentiating parity and nonparity memory Defining DOS/Windows memory management About 15 percent of the A+ Hardware Technology exam deals with questions on the motherboard and memory systems. Of that percentage, you can count on about half pertaining to different types of memory, how it’s packaged, how it’s installed, and how to diagnose its problems. It’s difficult to say how much of the remaining 85 percent of the test touches on memory and subjects like parity, error checking, and other topics that I include in this chapter. But these issues are woven throughout the test, just like they are in real life on the job. Every professional PC repairperson must have a good understanding of memory systems, how they work, how they’re configured, how to avoid problems, and how to identify, isolate, and solve problems. You should at least review this chapter to make sure that Chapter 7: Memory Systems Refreshing Your Memory Basics You can look at memory in the following ways: As the physical chips and modules that mount on the motherboard or in one of a PC’s interfaces As the scratch pad space that holds data and instructions before and after their use by the processor For the two A+ exams, you need to know something about both of these considerations, including the form factors, purposes, and uses of the various types of memory. You also need to know something about memory configuration and a bit more about the troubleshooting processes. (Troubleshooting in general is one of the major focuses of the A+ exams.) Memory systems are complex and offer a depth of material — the kind of stuff engineers get misty-eyed over. For such a physically small thing, memory is a large subject. But not here! For example, I give no lengthy diatribes on why parity memory is better than nonparity memory. I give you just the facts, along with a small amount of background information to help you understa Ensuring Memory IntegrityIn addition to all that you should know about memory for the A+ exams, one important aspect of memory that’s included in several domains is memory data integrity. It’s one thing to store data in memory and quite another to be sure that what’s there is still valid, especially if the data hasn’t been accessed in eons, or 100 or 200 milliseconds, whichever comes first. As leaky as DRAM is, a mechanism has to exist to verify the integrity of the data.  Remember  Lucky for you and me, a mechanism does exist. In fact, two methods are used to ensure the integrity of data that is stored in memory: parity and Error Correction Code (ECC). First, however, you need to know about the memory controller. The memory controller oversees the movement of data into and out of memory and, in doing so, determines the type of data integrity checking that is used. In both parity and ECC, the memory controller is key to the process. The memory controller generates the signals that are Logically Laying Out MemoryYou should know how Windows divides memory into logical divisions for both A+ exams. In fact, it may be the most important thing that you should know about memory. The logical memory divisions of RAM are the subjects of direct and specific questions and are referenced in questions in other domains. Spend the time to memorize the information that’s included in this section. Memory on the PC is divided into four basic areas, as shown in Figure 7-5 and discussed in Table 7-2. Table 7-2: Logical Memory Layout Memory Description Conventional memory The first 640K of system memory. Used by operating system kernels and standard DOS programs, device drivers, and TSRs. Upper memory area The upper 384K of the first megabyte of memory, located right above conventional memory. Reserved for the system BIOS and device drivers and special uses such as ROM shadowing. Also called expanded memory or reserved memory. High memory area The first 64K (less 16 bytes) of the second Memory Systems Prep Test What type of DRAM is based on the Rambus technology? EDO DRAM SDRAM RDRAM VRAM Which of the following are types of DRAM packaging? DIP SIMM DIMM RIMM All of the above Why must SIMMs be installed in pairs in a Pentium PC? They are matched memory cells that cannot operate independently. It takes two 32-pin SIMMs to match the 64-bit data path of the Pentium. A Pentium requires a minimum amount of RAM to operate. It takes two SIMMS to equal one DIMM. Parity memory validates the integrity of the data that is stored in RAM by doing which of the following? Checking the header of each packet of data received Checking every eighth bit for errors Checking the RAM table in BIOS Counting the number of even or odd bits that are set to 1 in the data BIOS programs are most often loaded to which area of memory? Conventional memory Upper memory Extended memory Virtual memory Which of the following memory types is most commonly used for L2 cache? DRAM SRAM SDRAM PCMCIA What is t Chapter 8: Storing Data Exam Objectives Identifying basic terms, concepts, and functions of storage systems Formatting and partitioning hard drives Installing and configuring ATA (IDE) drives Installing and configuring SCSI devices Identifying portable USB storage devices Several different ways exist to store data with a PC. Some are familiar to everyone and some are not so well known. One problem with an industry-wide certification exam is that it expects you to know about all the various devices and FRMs (field-replaceable modules) you may find in a customer’s computer. I’ve crammed all of the stuff you need to know about storage devices into this chapter, focusing on those devices you’re likely to encounter on the A+ Core Hardware exam.  Time Shaver  The exams won’t necessarily test you on the latest or greatest up-to-the-minute technologies available when you take the test. The A+ exams are written against a generic objective set that attempts to include the PC components you are l Chapter 8: Storing Data Understanding the Basic Terms You may not think of the floppy disk as a removable storage system, but it is — so are CD-ROMs, DVDs, optical disks, tape cartridges, and USB storage devices. Removable storage, also known as removable media, allows for expansion of the permanent storage space whenever it’s needed and the ability to store the media and its data outside of and away from the PC. Hard drive technologies Five types of hard drive technologies have been used in PCs over the years: ST506 ESDI (Enhanced Small Device Interface) IDE (Integrated Drive Electronics) EIDE (Enhanced Integrated Drive Electronics) SCSI (Small Computer System Interface) ST506 and ESDI are outdated hard drive technologies, along with the AT computer where they were used. Most PCs used today have either an IDE/EIDE or a SCSI hard drive.  Time Shaver  The A+ Core Hardware exam includes questions on IDE, EIDE, and SCSI (including RAID) drive technologies. Focus your review on hard drive storage in these technol Working with Disk StorageYou’ll find questions that are either directly or indirectly about disk storage directly throughout the A+ exams. It’s hard to predict how many questions you can expect on the exam versions you’ll see, but my guess is between three and five on the Core Hardware exam and perhaps fewer on the Operating Systems Technologies exam. Organizing data on disk Just as you need an organization scheme to file documents in a file cabinet so you can find them later, the disk also needs one. If you aren’t interested in finding the data later for some reason, then you really shouldn’t worry about organization. This is called the FISH file-organization technique — First In Stays Here. But if you do care, you need some organization scheme. Even before you can get your data organized, the PC and disk drive must have an organization technique that helps them place and find data stored on the media. The following are the building blocks of disk media organization and some basic dis Installing and Configuring Storage DevicesThe same basic process is used to install and configure a floppy disk, hard drive, CD-ROM, DVD, or tape drive. Only a few subtle and specific tasks differentiate these tasks. The A+ Core Hardware exam focuses on aligning and attaching a device’s cabling. As you review the procedures used for each device in the following sections, pay attention to how the cabling is aligned and installed for each device. Installing floppy disk drives  Remember  There are three considerations when installing a floppy disk drive in a PC: Media: Which diskette sizes has the user been using to back up data or install software? Don’t do the customer a favor and upgrade the system to a 31⁄2-inch floppy drive when all of his files are on 51⁄4-inch floppies. Physical size: Three package sizes (also called form factors) for floppy disk drives exist: A full-height drive (which is big, bulky, and takes about two expansion slots) is common in older PCs. The half-height driv Getting Ready for WorkThe odds of you running into a PC that has SCSI hard disk drives or other types of peripheral devices get better everyday. Even many factory PCs now include SCSI controllers and drives for disk, tape, CD, or DVD devices. So, to help you get ready both for the job and the exams, Lab 8-2 details the steps to use to troubleshoot problems on the SCSI bus. When problems appear on a SCSI bus, especially after you have added or removed a SCSI device either internally or externally, use the steps in Lab 8-2 to try to pinpoint the problem. Lab 8-2: Troubleshooting SCSI Device Problems Determine the total length of both internal and external (including any cable inside external devices) to verify that you haven’t exceeded the maximum length for the interface type you’re using. Verify that each SCSI device has been assigned a unique address. Only the last device on both the internal and external chains should be terminated. Check all cables and connectors for defects and fit Carrying Portable Data Storage The early 20MB and 40MB portable hard drives were six to eight inches in diameter, weighed at least five pounds, and had to be mounted inside the PC’s case for general protection. The latest development in disk storage are portable systems that range from pocket-sized 40GB hard drives to data storage devices that look more like key fobs than disk drives. Many available newer and smaller storage devices include a biometric security device to unlock the storage unit for access, such as a fingerprint recognition unit. These portable hard disk and compact flash devices connect to the PC through several connections, including USB (the most popular), FireWire (IEEE 1394), and serial. Portable hard disk devices usually use a connecting cable that can connect directly to a USB port or through a USB hub. Smaller, finger-sized flash storage devices usually plug directly into the USB port. Storing Data Prep Test Which RAID level provides for disk striping with parity? 0 1 4 5 When should high-level formatting be done on an IDE hard drive? By the manufacturer at the factory Before it’s partitioned with FDISK After it has been partitioned with FDISK IDE drives should never be high-level formatted Which of the following are ATA IDE data transfer modes? (Choose two.) PIO IRQ DMA ISA Which of the following is not an addressing scheme used by ATA and ATA-2 devices? LBA CHS WKRP ECHS How many devices are supported on a Wide Ultra SCSI chain? 3 8 16 32 DVD and CD-ROM drives use an IDE interface as defined in which standard? MAPI CDAPI ATAPI ATARI Which of the following is required for each device on a SCSI chain? Termination Unique device ID Discrete cabling to host controller Priority coding A hard drive cluster is made up of Cylinders Tracks Sectors Hard drives When installing IDE/EIDE disk drives, at least one drive must be assigned as the Slave Host Controller Master How man Chapter 9: Powering and Cooling the PC Exam Objectives Recognizing PC power supply terms, concepts, and functions Explaining PC power supply safety procedures Detecting common PC power supply problems Reviewing PC cooling systems Using a multimeter to troubleshoot power problems One of my favorite you-never-can-tell stories is the “Case of the Fibbing Sibling.” Anyone who has had the pleasure of being a brother or a sister (or parent) has experienced the “Not me’s.” This happens when your loving sibling has done something worthy of parental consternation and when asked about it says, “Not me!” This translates to mean that you, the innocent bystander, must have done it. This story reminds me of a power supply that was also a fibbing sibling. A brand-new computer gave a POST disk drive error right out of the box. A new disk drive was sent for and installed. When the system was rebooted, it had the same error. The hard disk cables were replaced, but to no avail. The motherboard was replac Chapter 9: Powering and Cooling the PC Power to the ’Puter  Time Shaver  In spite of the power supply’s importance, there aren’t many questions on the A+ exam specifically about it. When you boil it down, it just supplies power and provides for the general cooling of the case. However, expect questions on system and processor voltages, the cooling system, surge suppressors, UPSs (Uninterruptible Power Supplies), and why they are needed.  Remember  Two basic facts of computer power are that much of the computer runs on either 5 or 12 volts of direct current (DC) power internally, and the electrical outlet on the wall supplies alternating current (AC) at about 110 to 115 volts. The PC’s power supply bridges these incompatible worlds by converting raging AC power from the wall into the docile DC power used by the computer. Obviously, the computer can’t run without a power supply, which Supplies power to all the components in the computer Regulates incoming power voltage to eliminate the spikes and electrical noise common to mo Protecting against Power Evils There are certainly ways you can fight back against the evils of external power. In fact, several levels of protection exist, ranging from none to too much, that you can use to protect your computer system from power problems. It’s all in how much you want to spend, with costs up to several hundred dollars or more.  Tip  For the A+ Core Hardware exam, be very familiar with the benefits and limitations of the various types of power protection devices described in this section. The exam has few trick questions, but one that you might look for is, “Which of these devices provide surge suppression?” The answer is that almost every one of these devices provides surge suppression. So don’t be tempted to quickly choose “surge suppressor;” also consider the other answers.  Instant Answer  Two types of damage can be done to the PC by electrical forces: Catastrophic damage: The device is destroyed in a single event. Degradation: The device is damaged over repeated The Power SupplyThis section concentrates on the first exam objective listed at the beginning of the chapter: recognizing PC power supply terms, concepts, and functions. This section covers a few questions you should expect on the test. The power supply is a black or silver box with a fan inside and cables coming out of it. It’s located either at the back of a desktop case or at the top of a tower or mini-tower case. The power supply is distinctive because of its big yellow warning label with scary-looking symbols and warnings. The purpose of this label is to warn you not to try to fix a power supply.  Instant Answer  A caution sticker (you’ll know it — it says “Caution”) on an electric or electronic device in a PC alerts you to possible equipment damage. A warning label (says “Warning” and has lightning bolts, a skull and crossbones, or the like) alerts you to possible electrocution, which could hurt you.  Shocking Information  Just to quench your curiosity, inside the power supply, o Connecting the Power  Warning  The Core Hardware exam includes power questions that relate to the motherboard, disk drives, and other devices. Some of these questions may appear to be about the device; they’re actually power and power connection questions. Review this section carefully. The bundles of wire hanging from the power supply are what the power supply is all about. They carry juice to the parts of the computer. Depending on the form factor, four or five bundles of wire come from the power supply.  Shocking Information  Always be sure that the power supply is unplugged by removing its power cord from its back before you attach its connectors inside the PC. Motherboard connectors  Time Shaver  Don’t expect any questions on the A+ Core Hardware exam on the specific pinouts (pin assignments) of power supply connectors. However, questions may deal specifically with the power supply and the motherboard connections of specific form factors. The only form factors mentioned specifical Getting Ready for Work One of the skills you should have to be truly effective as a PC repair professional is the ability to use a multimeter, whether digital or analog, to troubleshoot PC electrical problems. On the exam, you can expect to see at least one question that deals with the use of a multimeter to measure the voltage of the power coming from the power supply or into the motherboard or a hard disk drive. So this section is worth reviewing, if for no other reason than it may help you get that question right. Meeting the multimeter  Time Shaver  The A+ Core Hardware exam expects you to know how to use, when to use, and what to measure with a multimeter. Expect questions in the trouble-shooting area that ask which settings to use when measuring volts, amps, and ohms. If you don’t have much experience with a multimeter, get one and either read the booklet that comes with it or ask a more experienced PC service technician to explain it you. A multimeter measures the properties of Powering and Cooling the PC Prep Test A device that can supply backup power to a PC when the electricity fails and provides for line conditioning as well is called a(n) SPS UPS Surge suppressor Line conditioner A device that protects a PC against overvoltage is called a(n) UPS Power conditioner Surge suppressor A, B, and C. While you repair a PC with an ATX motherboard, it should be Plugged in Unplugged Turned on Powered up A PC conforming to the Green Star standard reduces what percentage of its power consumption in Sleep mode? 99 90 92 96 What electronic component in the PC power supply absorbs most power spikes? Resistors Varistors Coils Capacitors What are two important factors to consider when selecting a surge suppressor? Switching rate and Joules dispersed Switching speed and clamping speed Clamping speed and clamping voltage Joules dispersed and wattage Which of the following devices should not be connected to a UPS? A laser printer A monitor A PC power supply You can connect a Part III: Outside the Box Chapter List In this part . . . Chapter 10: Input/Output Ports Exam Objectives Identifying common peripheral ports, cabling, and connectors Listing the system resource assignments of standard port types Explaining the troubleshooting procedures for the common port types If you’ve spent hours trying to get a parallel port to accept a serial printer connected to a serial-to-parallel converter in hopes of salvaging a customer’s old system printer, you have a deep appreciation for the differences among input/output ports and their communications. To oversimplify, parallel ports are used for printers and serial ports are where modems plug in. As way oversimplified as this may be, it isn’t an altogether bad summarization of the differences of these two ports. However, you should know more about the subtleties of these port types and a couple of other kinds of ports for the A+ Core Hardware exam. You should understand the ins and outs of each of the port types described in this chapter. Don’t worry about the finite details Chapter 10: Input/Output Ports Defining Ports and Connectors In the life of the PC repair technician, the really fun stuff (such as replacing the motherboard, upgrading the processor, or tracking down a transient error in memory) is only a small part of the job. The real work involves more mundane tasks, such as installing a new printer, connecting an external modem, rigging a nifty new mouse or keyboard, or adding the pizzazz of a digital camera. In spite of my feeble attempts to make these tasks sound exciting, they’re not much more than connecting the device’s cable and connector to one of a PC’s ports. That’s the stuff that fills your hours. That’s why the A+ Core Hardware exam emphasizes knowing different types of ports in use, the types of connectors used with them, and the proper way to connect.  Time Shaver  You should know these characteristics about ports and connectors for the test: The types of devices that use each port type The system resources used to configure serial and parallel ports The standards Understanding Serial DevicesSerial communications, which are conducted through serial ports, involve sending bits in a serial fashion, one bit a time. Serial means that the bits are sent in a series, a single-file stream. This contrasts to parallel, where several bits are sent at the same time side-by-side.  Remember  Serial and parallel devices, cables, ports, and communications are all based on the same basic premises: Serial data is transmitted one bit at a time. Parallel data is transmitted at least eight bits at a time. These fundamental differences characterize all comparisons between these two communications modes. To transmit a single ASCII character via a serial port, eight separate one-bit transmissions are needed. On the other hand, a parallel port needs only one 8-bit wide transmission. In some ways, serial communications are like a single-lane country road, while a parallel transmission is like I-90 with eight lanes. Obviously, parallel communications can handle more data Looking at Parallel DevicesFor the exam, know how parallel data is transmitted (eight bits at a time), the standard covering parallel port technologies (IEEE 1284 — see the section “Keeping up to standard”), and that parallel ports are used primarily for printers. This section provides you with additional background material.  Remember  Parallel data moves much faster than serial data, which is why the internal bus structures of the PC use a parallel format. Parallel ports were originally designed specifically for printers. However, other devices have been adapted to them, including other types of output devices, input devices, and storage devices, all taking advantage of the bidirectional capabilities of IEEE 1284 parallel devices. These include some external CD-ROMs, external tape drives and Zip drives, and file transfer software over proprietary cabling.  Instant Answer  Parallel cables shouldn’t be more than 15 feet in length. Keeping up to standard  Time Shaver  You’re asked about Making High-Speed Serial Connections When the standard PC only connected a printer and a modem to its ports, a serial port or two and a parallel port or two were enough. In today’s PC world, standard serial and parallel ports aren’t fast enough. Enter two new higher-speed serial data interconnection standards: USB (Universal Serial Bus) and the IEEE 1394 (FireWire). Connecting with USB  Remember  The Universal Serial Bus (USB) is a newer hardware interface that supports both low-speed devices (such as keyboards, mice, and scanners) and higher-speed devices (such as a digital camera). USB, while still a serial interface, provides data transfer speeds of up to 12 Mbps (1.5 MBps) for faster devices and a 1.5 Mbps (188 KBps) sub-channel speed for lower-speed devices. A newer version of the USB standard, USB 2.0, which is also known as the Enhanced Host Controller Interface (EHCI), supports up to 480 Mbps for data transfer speeds. USB uses a unique pair of connectors and ports, as shown in Working with Infrared PortsThe infrared (IR) port uses an invisible band of light at the low end of the electromagnetic spectrum. You’ll never see this PC connection unless you have super powers. IR light stops just short of the beginning of the visible light part of the spectrum. Infrared contrasts with ultraviolet (UV), which is another invisible band at the other (high) end of the light spectrum. UV light erases an EPROM after about ten minutes of exposure. Using this invisible beam, IR devices (which are also called IrDA, or Infrared Data Association, devices) can be connected to a PC without a physical cable. IrDA ports are common on portable computers. IrDA is the trade organization for the infrared device industry that has established a number of standards defining and prescribing the use of the IR connection. IR devices are line-of-sight devices; they must have a clear, unobstructed path between their transmitters and receivers. (IR is the wireless mode most often used by TV re Configuring PC PortsIf trouble arises with a PC’s port, whether it’s a serial, parallel, USB, IEEE 1394, or IrDA port, the problem probably is with the system resource settings. This usually happens when you add new devices to a PC that already supports many peripheral devices. See the documentation for your device and device drivers for the correct system resource settings. Depending on the devices already installed on the PC and the system resources already in use, you need to watch for resource conflicts (usually with IRQs). USB and IEEE 1394 devices are usually assigned to IRQ 11, but you can’t count on that. An IrDA port is usually configured as either COM3 or COM4 and uses the usual default values of those ports (refer to Table 10-1). Input/Output Ports Prep Test A parallel port transmits data One data bit at a time Four data bits at a time One sector at a time Eight data bits at a time A UART chip is used to control The Plug and Play BIOS A parallel port A serial port The processor A serial port is almost always A female port A male port A DB-15 connector A 36-pin connector An IrDA port requires which of the following conditions? Line of sight between transmitting and receiving devices Digital phone lines Clear radio frequency signals Low humidity and a clean operating environment Equipment such as the PC and the printer are designated as DCE devices DTE devices XON devices RTS devices The I/O address of COM1 is 2E8h 3E8h 2F8h 3F8h The two most common connectors used for serial ports are Centronics 25- and 36-pin DB-9 and DB-15 DB-9 and DB-25 Berg and Molex Which of the following are IEEE 1394 type ports? (Choose two.) FireWire USB Flaming Geyser i.Link Which of the following parallel port protocols allows bidirect Chapter 11: Input Devices Exam Objectives Identifying common input devices Defining input device terms, concepts, and functions Cleaning and caring for input devices Troubleshooting common symptoms and problems Input devices are included on the A+ Core Hardware exam primarily under installing, configuring, and upgrading field-replaceable modules (FRMs). You may also run into preventive maintenance and troubleshooting questions about input devices. Don’t expect to find many questions like “How many keys are on the keyboard?” or “How does a mouse work?” The keyboard and mouse, the major input devices, are essentially throwaway technology. It’s a lot cheaper, in terms of both labor and parts, to simply replace a problem keyboard or mouse with a new module than to waste the time needed to repair one. I can’t quote statistics as proof (and I looked for them), but I bet that after power problems (“It worked fine this morning before the power failure”) and printer problems (“What does online Chapter 11: Input Devices Keyboards The A+ exam focuses on three areas of keyboards: connectors, preventive maintenance, and troubleshooting. If you’re confident that you know how a keyboard works, skip to the section, “Connecting the keyboard,” later in this chapter. Otherwise, review the following sections for background and terminology. The obvious place to begin your review of input devices is with the most common input device of all — the keyboard. The keyboard’s role on a PC system should be obvious: The keyboard enables the user to communicate with the computer by using keystrokes. Keyboard styles The keyboard formats found on any DOS or Windows PC is typically one of three keyboard styles: Enhanced (also known as AT Enhanced): 101 keys, including 12 function keys, separate cursor and screen control keys, and a numeric keypad (see Figure 11-1). This style keyboard may even include buttons for controlling a CD-ROM drive, the sound, and other built-in features of the PC. Enhanced is still the most common k The Mouse and Other Pointing DevicesLike the keyboard, a mouse can be found on nearly every PC in use and most definitely on every PC sold today. Some diehards still refuse to move to a Windows environment, clinging to their command line interfaces, and so they don’t have a mouse on their PCs. The time when you could get by without a mouse on your PC is fading fast. Systems without a mouse or other type of pointing device will eventually go the way of the dinosaurs. You may encounter exam questions that cover at least one of these areas: Connecting the mouse to the computer The internal parts and operation of the mouse Common preventive maintenance procedures Rolling along with mechanical mice Most mouse units in use are the mechanical type, although optical units are making a comeback. The mechanical mouse uses a rubber ball, which moves as the user rotates the mouse. As the ball moves, it rotates a set of rollers, which in turn drive sensors that translate the ball’s movement to move Installing SoundYou probably think of sound playback when you consider sound and the PC, but devices also capture sound. Sound capabilities (both input and output) are installed in a PC through a sound card (a special type of expansion card). Usually, a sound card has connection ports for both microphones and speakers. Sound cards act like a modem of sorts, in that they are involved in the conversion of analog sound to digital data, and vice versa. Grossly simplified, sound capture involves grabbing a piece of the sound every so often to build a digitally reproducible facsimile of the original sound, also known as sampling. The sampled sound file is stored as a digital file on the computer, usually as a WAV or similar file type. The sound card is generally assigned to IRQ 5 and I/O address 220h. A sound card can use up to three DMA channels: channels 0, 1, and 3 for an 8-bit card, and channels 5, 6, and 7 for a 16-bit card. Getting Ready for WorkKeyboards and mice, especially mechanical ones, must be cleaned periodically. The following two sections show you how to properly clean a keyboard and a mouse as preventive maintenance. Cleaning the keyboard You can clean a keyboard with the computer turned off by using the following steps: Turn the keyboard upside down and shake out any paper, potato chips, jujubes, cookie crumbs, paper clips, lint, cat hair, or the like. Use an aerosol can of compressed air to dislodge any stubborn bits. Spray some all-purpose cleaner onto a soft cloth and wipe key tops with the dampened cloth. Use a lint-free swab dampened with the cleaner to clean between the keys. If soda pop or some other sticky stuff spills on your keyboard, you can rinse the keyboard with water, soak it in a sink or tub, or even put it through a dishwasher rinse cycle — just don’t use dishwasher detergent or any other kind of soap. If you have really gunky water, use distilled water or Perrier or such to r Input Devices Prep Test The keyboard and mouse are considered Throwaway technology Shop-repairable items Factory-only repairable items Not repairable The technology used to detect movement on an optical mouse is A low-grade laser beam A digital capture “eye” A video detection system that detects movement in the mouse ball Static electricity sensors Which mouse type is the most commonly used? (Choose two.) Trackball Mechanical mouse Touch pad Optical mouse What keyboard style attempts to relieve strain on the hands, wrists, and arms of the typist? AT standard Ergonomic AT enhanced Windows Which of the following are connectors used by mouse units? (Choose two.) USB Mini-DIN-6 DIN-5 Parallel What is the most commonly used PC keyboard format? Ergonomic Natural XT Enhanced What type of mouse connects to either a serial port or a port mounted on the motherboard? Serial PS/2 Bus Combination A keyboard error code displayed during the boot sequence would be in what number series? 1700–1799 300– Chapter 12: Output Devices Exam Objectives Identifying common output devices and their normal operation Identifying output device connectors Using preventive maintenance products Disposing of environmentally hazardous equipment Following safety procedures for high-voltage equipment Unlike their input device cousins, which are adapted to gather data at their myriad sources, output devices are limited by sight and sound. As a result, the PC is designed to provide its users with things they can read, watch, or hear. Outputs that we can taste and feel will undoubtedly be out in the near future, don’t you think, HAL? Output devices have only one purpose: To display (or print or sound) the results of instructions and data entered by the user and processed by the PC. On a PC you are likely to repair, usually only two or three types of output devices exist: monitors, printers, and sound systems. Therefore, the A+ Core Hardware exam includes questions focused primarily on monitors and printers Chapter 12: Output Devices Looking Inside the Monitor  Time Shaver  The PC’s monitor is not an item that PC service technicians are often called on to fix. The A+ exam includes few questions on the internal workings of the monitor. Study this section as background material for the terminology and concepts concerning monitors in general. You don’t need to know the inner workings of a CRT to install and configure a monitor, but you need a general idea of how it works. After the system unit or a laser printer, the monitor is the customer’s next largest investment; it’s the only part of the system that actually holds its value. Your focus for the A+ Core Hardware exam should be the technologies that enable the monitor to work at its best. The primary component in the PC monitor is the cathode ray tube (CRT). Although its name makes it sound a little like a weapon from a cheesy old science fiction movie, it’s actually the technology used in most computer monitors (and televisions) to produce the displayed image. Ligh The Video Adapter CardThe video card, also called the graphics adapter, converts the graphic images from a software application or operating system into a series of instructions that tell the monitor’s internal controller how to draw the image on the screen and the colors to use. Back when monitors displayed only monochrome, the video card was simple, leaving most of the heavy work to the PC’s CPU and RAM. However, graphics adapters now have their own onboard processor (a graphic processing unit, or GPU) and their own special video memory. These produce better and faster graphic images.  Remember  The video card and monitor must use the same graphics standard to work properly. Connecting to adapter card standards Here are the different video adapter card standards you will want to know: Monochrome Display Adapter (MDA): Does just what its name says — displays mostly text on a monochrome monitor. This digital adapter is still used for servers, process control, and monitoring systems whe Monitor Power and Safety  Tip  Two areas of concern to the CompTIA that are strongly reflected in the A+ Core Hardware exam are safety and environmental issues of monitors. Expect at least one question on these issues on the Core Hardware exam. Cleaning the monitor  Warning  Dust collects on the glass of the monitor and is held there by the static electricity, accumulating over time. Never clean the monitor’s glass with any liquid solution while it’s powered on. A danger of personal injury and equipment damage exists. The static electricity built up on the screen can be conducted straight to you by the liquid cleaner when you wipe it off. If you want to use a spray cleaner, turn off the monitor, spray a cloth, and then wipe the monitor. You can also find antistatic wipes that are made just for this purpose. Saving the planet PC monitors contain high levels of lead. In fact, the average CRT contains from 5 to 8 pounds of lead, which can pose a threat if released into the environment. Ma Adding Sound to the PCYou may see an exam question directly related to sound reproduction and capture technology, outside of the IRQ that’s usually occupied by the sound card (IRQ5), or where the CD-ROM’s audio cable connects (to the sound card). Sound, beyond the little system speaker on the front of the system unit, is added through an adapter card in an expansion slot. Most newer computers come with a sound system (a sound card, a CD-ROM or DVD, and a set of speakers). For older systems, sound can be added to a PC with a multimedia upgrade kit (CD-ROM, sound card, microphone, and speakers) or as a single card and speakers. Hearing all about the standards of sound Essentially, three sound card standards have existed: the 8-bit AdLib, the better SoundBlaster, and the General MIDI (musical instrument digital interface). Most sound cards in use today support both the SoundBlaster and General MIDI standards for recording and playback. The AdLib card has all but disappeared. Most sound ca Getting Ready for WorkOften the problem with a user’s PC is either the adjustments on the monitor itself or the video settings of the operating system. Use Lab 12-1 to practice changing the settings for a PC’s monitor. Lab 12-1: Setting the Display Resolution on a Windows PC Access the Display Properties dialog box by right-clicking an empty space on the Windows desktop and choosing Properties from the shortcut menu that appears. Select the Settings tab to display the Screen Area and Colors boxes (refer to Figure 12-1). Move the slide selector from side to side to adjust the size of the Screen Area to a new setting. From the drop-down list of Colors, choose a different color setting. Click Apply to change the settings for your video system. The Compatibility Warning dialog box (shown in Figure 12-2) appears, giving you the option of restarting the system to make the change. The choice is yours, but the restart is usually not needed. Figure 12-2: This warning appears when you make video Output Devices Prep Test The sound card normally uses which IRQ? IRQ 2 IRQ 5 IRQ 11 IRQ 9 To support a monitor with a resolution of 1,024 x 768 pixels and 65,000 (16-bit) colors, a video card with at least how many MB of video RAM is needed? 2 4 8 1 A customer calls you claiming that his or her floppy disk drive must be going bad because files are often missing or corrupted after they’re saved to the floppy disk. When you arrive at the customer’s site ready to troubleshoot the floppy disk drive, you discover a stack of floppy disks sitting on top of the monitor. What do you think may be the problem? The customer is not actually saving the data to the disks. The cause may be a bad box of disks, which the customer should throw out and replace with new disks. The floppy drive is bad and you need to replace it. Magnetic emissions from the CRT are possibly erasing the disks. A monitor that uses two passes to draw the entire screen, drawing every other line on each pass, is what type of moni Chapter 13: Printers Exam Objectives Identifying printer ports, cabling, and connectors Explaining printer concepts, operations, and components Troubleshooting common printer problems Identifying common printer care procedures Although society cherishes the idea of a paperless society, it churns out more paper with thousands (or millions) of numbers, letters, and symbols to be interpreted as information. People thought that the computer would create a paperless society but as near as I can tell, the opposite has happened. More paper is printed today than ever before, and computer printers are doing most of the printing. Printers come in many models, but they all essentially perform the same task — printing information on paper. The printer is a very important device to the PC system. Its importance makes its failure all the more disrupting. I can live without my sound card for a while, but when will you have my printer fixed? In my experience, at least four in ten service calls involve Chapter 13: Printers A Printer Is a Printer Is a Printer . . . Computer users get rather animated and emotional when their printers don’t work. Whatever type of printer is involved, at some point it just stops working. The true definition of a nanosecond is the length of time it takes the user to dial your number after the printer has not immediately spewed forth a document in perfect form. A significant portion of the exam is devoted to printers and their function, problems, and care. Most of the questions are about laser printers, but prepare for questions on dot matrix and inkjet (bubble jet) printers too. Getting directly connected  Remember  Although some printers connect through several port types, most PC printers connect through a parallel port, which is designated as LPT1, LPT2, or perhaps LPT3. (If LPT ever had a meaning, it is lost to the lore of the PC. My guess is that it was something like line print terminal, but don’t sweat it.) LPT ports are designated and numbered according to their I/O a A Plethora of PrintersYou can connect many different types of printers to a PC. If you always have the latest and greatest hardware, you probably have a distorted view of the kinds of computers that most users actually have — not the latest and greatest. Many dot-matrix, inkjet, bubble jet, and even some noisy, old daisy-wheel printers are still in use. Not everyone has a laser printer.  Remember  The printers that are listed in the objectives of the A+ Core Hardware exam (the ones you are supposed to know) are Dot-matrix: These printers create characters by forming a group of hard-wire pins into the pattern of the letter, number, or special character and then striking the entire pin group through a ribbon, forming the character on paper. Inkjet or bubble jet: Inkjet printers are probably the most popular printer type in use for home users. They produce a better-quality print without the noise of the dot-matrix printer and at a lower price than a laser printer. Inkjet printers produce Preventive Maintenance and SuppliesRegular preventive maintenance and proper care of a printer extends its life. Expect at least one question on the A+ Core Hardware exam about the cleaning, protection, and preventive maintenance of a printer (probably a laser printer). General printer housekeeping  Tip  Here are a number of common-sense and technical procedures that keep a printer working and reliable: Plug the printer into a surge protector or UPS (uninterruptible power supply). On a laser printer, first make sure that the UPS is capable of handling the power demands of the printer at startup; few conventional PC UPS units can.  Warning  Under the heading of you heard it here first (but you will again later): Never plug a laser printer into a conventional PC UPS. Laser printers draw a lot of power at startup, and few UPS units have enough power to handle the demand. If you use a UPS for your laser printer, be sure the UPS can handle the peak loading (peak power requirements) of the l Troubleshooting Common Printer ProblemsThe A+ Core Hardware exam may include situational questions that require you to choose the action that should be taken first or next in a set of events. The troubleshooting sequence for a printer problem is routine for experienced PC service technicians; you probably have your own. Review the following steps to refresh your memory for the test. The first real sign of a printer problem is that paper with printing on it isn’t coming out of the printer. When this happens, look in four places: Printer: These suggestions may seem like bonehead stuff, but they are often the problem: Check whether the printer is powered on, and then check whether it’s online. Make sure that the printer has paper and that the feed tray, roller, or slide is in its proper position for operation. Check for a paper jam; if you find one, clear it, but also notice the point at which the jam occurred and check the rollers and paper feed mechanism carefully. Most paper jams happe Getting Ready for WorkIn addition to the fact that you should expect a question or two about the process to set up a printer on a Windows PC on the Operating Systems Technologies exam, you should also be familiar with this process as a part of your preparations for the workplace. Familiarize yourself with the process used by doing it a few times using different ways to access the Printer group on the Control Panel. Before you can set a printer in a Windows environment, you must obtain the printer driver for that printer under the specific version of Windows that you operate. Regardless of which Windows operating system version you use, you should install a printer driver designed for that version. Usually, you can find the correct printer driver on the manufacturer’s Web site.  Remember  Windows 9x, Windows Me, Windows NT, Windows 2000, and Windows XP each include a remarkable number of printer drivers on their installation CD. To be absolutely sure you have the latest driver for the P Printers Prep Test The paper continuously jams in a laser printer. Where would you look first? Pressure roller area Transfer roller area Fuser roller area Paper pickup area What happens in the conditioning phase of a laser printer? The image is created on the drum. The erasure lamps neutralize the drum. The primary corona applies a uniform charge to the drum. The paper is charged by the transfer corona. The correct order of operations in the laser printing process is Conditioning, cleaning, writing, developing, fusing, transferring Cleaning, conditioning, writing, developing, transferring, fusing Conditioning, cleaning, writing, developing, transferring, fusing Cleaning, conditioning, writing, developing, fusing, transferring On a system on which printing has been working well, the user gets an error message when he or she tries to print. No changes have been made to the system. After checking whether the printer is powered on, what do you check next? Is the printer online? Is the prin Chapter 14: Portable Systems Exam Objectives Identifying the unique components of portable PC systems Installing and upgrading components Although the early laptop computers were smaller than the desktop devices of their time, they filled your lap completely and then some. The so-called portables that first came on the market were much too big for airline meal trays, not to mention too heavy to carry far — sure killers in the business market. Today, the notebook computer has finally established a package size that the market accepts as usable almost everywhere. You can play Solitaire anywhere, anytime, anyplace! The latest evolution in portable systems is the ultimately small palmtop. Technology has finally developed a full-fledged Windows computer that you can literally hold in your hand or fit in your briefcase — or even conveniently tuck into your little zippered day planner. Even smaller systems are becoming available that, while fitting more into the category of personal digital a Chapter 14: Portable Systems Relating Portable Systems and the A+ Exam Study the following portable system areas: AC/DC power sources, including battery power supplies Hard drives Keyboards Mice Motherboards Memory Video and other adapter cards Displays Docking stations and port replicators  Time Shaver  The next few sections cover a little history and terminology. To cut to the chase on portable PCs for the A+ Hardware Technology exam, go to the section, “Expanding capacity on the fly,” later in this chapter. Powering the PortableAdaptable, lightweight, and long-life power sources play a large part in the usability of a portable PC system. Essentially, three general types of power sources, described as follows, are available for portable PCs — each designed to provide it with power either in the office or on the road: AC/DC adapter: This adapter works much like the power supply in a desktop computer to convert the wall socket AC power into DC power. AC adapters are also used to recharge the portable PC’s battery. You are probably familiar with this type of device because it’s used on a wide range of electronic products — including games, calculators, and external computer peripherals. Battery: The battery is an integral part of any portable PC because without it, the PC would not be as portable. Instead, users would need very long extension cords and would have to depend on having an AC outlet everywhere they go. Docking station: In addition to the power that it provides the PC, the docking Looking Inside the Portable PCPortable PCs resemble their nonportable computer cousins only in their functions. Their internal components, such as processors, motherboards, and memory, vary in size, capacity, speed, mounting, and other characteristics that contribute to a PC’s portability. Intel’s Pentium family of processors includes the most popular CPUs used in notebook computers. Among these are mobile versions of its Celeron, Pentium III, and Pentium 4 processors, plus the latest Centrino mobile technology bundle, which includes the Pentium M processor. AMD is gaining in popularity among portable system manufacturers with its Athlon XP-M and XP-M Berton, Mobile Athlon 4, and Mobile Duron processors. When producing a mobile version of a processor, the manufacturers are primarily concerned with reducing size, power usage, and heat generation. The packaging of a mobile CPU provides much of the cooling for the processor (nonportable systems normally handle heat with fans and heat sink Upgrading the Portable PCThe two main disadvantages of notebook PCs are that they are difficult to work on and upgrades are expensive. Upgrade parts are expensive because they are usually proprietary and not generally interchangeable between manufacturers — or even between models from the same manufacturer, in many cases.  Time Shaver  You can assume the following three guidelines about questions regarding repairs on a portable PC: The type of portable PC in question is a notebook computer, unless otherwise stated. The notebook computer has a Pentium or higher CPU. The only upgrades that are performed internally are to the RAM and hard drive. Adding memory RAM upgrades (at least on most high-end and name brand portable PCs) are accomplished through a porthole or trap door on either the bottom or the side of the portable PC. Many different memory technologies can be inserted into a portable PC, but the first rule is not to mix memory types. The module sizes are now large enough that mem Introducing Tablet PCsYou knew it couldn’t be too long before the stylus and touch-screen technologies that are available on personal digital assistants became available on portable PCs. However, this iteration of the portable PC has arrived in the Tablet PC, which is a cross between a notebook computer and an electronic writing tablet. You can display your documents and images on the screen that covers nearly all of the top of the unit, and you can either type data into the PC or use a stylus to hand-write information straight into the system. Special software converts your handwriting into text for storage purposes (or you can store the handwriting, or both the handwriting and the text).  Time Shaver  Don’t expect many questions on the A+ exams about Tablet PCs. However, watch for touch-screen questions. Chapter 12 has more information on displays and touch-screen devices. Getting Ready for WorkFollow these general steps to install a SODIMM in a notebook PC: Lab 14-1:  Installing a SODIMM Module in a Notebook PC Remove the old SODIMM. Push the plastic retaining clips outward and tilt the SODIMM up and out of the socket. Install the new SODIMM by aligning the edge connector notches to the slot. Place the SODIMM in the slot at a slight angle. The retaining clips prevent the module from laying flat in the socket. Gently but firmly press the SODIMM into the slot until the detents on the retaining clips line up with the notches on the module. Press the SODIMM until the plastic clips snap. The plastic clips lock the SODIMM into place and hold it flat in the mounting. Portable Systems Prep Test A Type I PC card is used to do which of the following? Add SRAM to the system Add network capabilities to the system Add a device, such as a modem, to the system Connect an external device, such as a CD-ROM drive, to the system A PC card hard drive fits into a what slot type? Type I Type II Type III Type IV Which of the following defines hot-swapping? Installing new devices without the need for a driver Removing and adding internal devices without rebooting Removing and inserting PCMCIA cards while the system is running All of the above SODIMM stands for which of the following? Special Operations for Digital Image Multimedia Some Other Dual In-line Memory Module Small Outline Dual In-line Memory Module None of the above After inserting a PC card into a notebook computer, the system does not recognize the card. Which of the following could be the problem? No drivers were installed for the card. The card was inserted in the wrong slot type. The notebook compute Part IV: Remembering Why It’s Called Hardware Chapter List In this part . . . Chapter 15: Taking a PC Apart (And Putting It Back Together Again) Exam Objectives Identifying electrostatic discharge (ESD) safeguards Removing and replacing field-replaceable modules (FRMs) Identifying system modules and their normal operations Working safely with high-voltage modules You don’t have to worry about being asked to list the steps to disassemble (or reassemble) a PC on the A+ Hardware Technology exam. However, you need background knowledge of the process that is used to remove (or install) a field-replaceable module (FRM) and the safeguards that are used to protect FRMs and you from electrostatic discharge (ESD). The best way to review the procedure for removing and replacing PC FRMs (such as hard drives, adapter cards, and the motherboard) is to go step by step through the processes. Taking the PC apart isn’t difficult, but being able to remove the modules without disrupting everything else separates the professional PC repair technician from the hobbyist. The essential Chapter 15: Taking a PC Apart (And Putting It Back Together Again) Getting Ready and Taking Precautions Two important preparations must be made before working on the PC, regardless of what you are planning to do: ESD preparations and general surgery preparations.  Shocking Information  A person can feel a static charge beginning at about 3,000 volts, but electronic circuits can be damaged by a charge of only 30 volts. Avoiding shocking developments  Shocking Information  I can’t overemphasize the importance of protecting the PC and yourself from ESD and its potential damage and hazards. You can do this in the following ways: For use in emergencies only — not recommended for general use: If you are trapped inside a system case without another form of ESD protection, keep yourself in contact with the metal frame of the PC at all times. The minimum precaution against ESD is to wear an antistatic wrist strap and keep the strap attached to the metal PC chassis with an alligator clip. When working inside the PC, you cannot avoid becoming a grounding circuit Removing the Major ComponentsYou need to remember only a few general procedures for disassembling a PC. Each procedure relates specifically to a particular FRM, such as the case, power supply, adapter cards, RAM, and motherboard. Opening the box The logical place to begin the disassembly of the PC is the case of the system unit. To remove the case from a PC, the only tool that you need is a Phillips screwdriver. Some newer cases allegedly don’t require tools.  Warning  Unless you are the warranty service provider, be sure not to void the warranty on someone’s PC by opening the system unit. Some manufacturers place stickers over the edges where the case parts fit together to warn you that you may be voiding the warranty by removing the cover.  Shocking Information  Be sure to wear your ESD protection and to avoid touching any of the internal parts when removing the cover. System cases come in a variety of types and sizes, and each is opened using a slightly different technique, as follo Putting Everything Back in Its Place  Time Shaver  If you have built or reassembled many PCs, you are probably reasonably prepared for the A+ Hardware Technology exam. For review, then, write down the steps that you use to build or reassemble a PC, along with any safeguards and safety and performance checks that you use along the way. Then jump to the last section of this chapter — “Testing the Results” — and review it for common device failure modes. You can expect to see several common device failure modes on the exam. For the exam, make sure that you know the general sequence of assembly and the relationship of the major FRMs to each other. Questions either assume knowledge or directly ask how FRMs are installed and ask how associated cables and wires are attached. You won’t see questions that directly ask how a PC is assembled. FRMs are reassembled in essentially the reverse order that they were removed. Assuming that the power supply wasn’t removed from the system case (a wise dec Checking the CMOS and Configuration Data, or Where Did the Battery Go? If you were zealous about disassembling every possible FRM in the PC and you removed the battery pack or the lithium battery from the motherboard, you are now faced with the challenge of resetting the CMOS setup configuration data. If the system boots okay, press the appropriate key (depending upon your BIOS version) to open the CMOS setup utility and enter the appropriate data. You wrote down the CMOS information, didn’t you?  Instant Answer  CMOS stands for complementary metal oxide semiconductor, which is a common integrated circuit technology. For more information on CMOS, see Chapter 4. Okay, so you removed the CMOS battery. Now you reenter the CMOS information that you captured before you started the disassembly of the PC (see “Taking Inventory,” earlier in the chapter). If you didn’t write down your CMOS settings before you removed the CMOS battery, do some research to reconstruct the settings accurately. Mos Testing the ResultsThe real proof that you have reassembled the PC correctly comes when you turn on the power and everything works. However, don’t panic if you don’t get these results — unless, of course, smoke or flames billow from the PC. The following common problems are associated with reassembling a PC: Motherboard power connector(s) not installed: This error is by far the most disastrous and can result in a damaged motherboard or an exploded power supply. Motherboard solderside contacts touching the case: On the back side of any circuit board (called its solderside) are the clipped contacts (cut pins) of the electronic components that are installed on the board’s circuit side. If these contacts touch the metal case lining, some or all of the board may short out. Reversed data and control cables: This error can damage a device and changes how the computer operates — if it operates at all. Align the colored edge to pin 1. Drive power connectors not installed: This one isn’t so bad; Disassembly and Assembly Prep Test When removing an adapter card circuit board, which of the following actions is taken after you detach any connectors and remove the retaining screw? Ensure that the power is off Grasp the card’s front and back edges, and rock the card gently back and forth Grasp the card’s top edge and pull straight up Grasp the card’s front and back edges, and rock the board gently from side to side When servicing a PC, to which of the following would you not attach the ESD ground strap? The inside of the case The ground mat The static shielding bag that came with the computer A wall outlet After a circuit board is removed from the system, where should it should be stored? A cool, dry, dark place An antistatic bag A stack with other circuit boards A clean, zippered plastic bag What does the term FRM refer to? Front or rear module Fully replaceable modem A slang term that’s used by PC technicians to confuse customers Field-replaceable module Forgetting to attach which Chapter 16: Keeping the PC Running Exam Objectives Performing preventive maintenance procedures Identifying the purpose of preventive maintenance products and knowing when to use them Using preventive maintenance products appropriately Complying with environmental guidelines for cleaning products Detecting and removing viruses Creating data backups and storing backup media It has always seemed somewhat foolish to me for someone to invest a couple of thousand dollars in a computer system, run it until it dies, and then call the repair technician to perform a Lazarus miracle and raise it from the dead. I’m not talking about the usual, everyday kinds of stuff — you know, the 44-ounce soft drink that’s dumped on the keyboard, the flower vase that spilled water inside the monitor, or the metal fingernail file that somehow slipped inside the case. I’m talking about the truly scary abuse. I’ve seen power supplies so choked with dust and smoke residue that they looked like miniature replicas o Chapter 16: Keeping the PC Running Housekeeping, Safeguarding, and Other Chores When your computer is worth more than your car, as mine is, you should want to keep it in good running order by performing regularly scheduled maintenance inspections. Just like a car needs regular oil changes, lubrication, and cleaning, a PC also benefits from a preventive maintenance program that’s regularly applied. Without regular care and maintenance, your PC won’t perform as it should — it may even stop working, just like a car would without some form of regular attention.  Time Shaver  Experienced with preventive maintenance programs and how the PC and its components are cleaned and checked for wear and tear? You can skip most of this chapter. However, it won’t hurt you to quickly review the material to remind you of some helpful hints that you may have forgotten. Applying regular maintenance The purposes of any preventive maintenance (PM) program are to reduce the need for repair and to extend the life of the computer. You can accomp Performing Preventive MaintenanceThe process that is used to clean and maintain a PC and its components are one of the focuses of the A+ Hardware Technology exam. Review this section to remind yourself of the general steps and cleaning products that are used on each field-replaceable module (FRM). Before you do anything else, you should perform one often-overlooked step — make sure that the PC works! When I was young and foolish and still searching for each computer’s bit bucket, I once cleaned a PC until it shined, only to find that it didn’t have a motherboard. It may not have worked so well, and my time was surely wasted, but it sure did sparkle! The following sections concentrate on the preventive maintenance steps of various FRMs. Review this information to get a general understanding of the steps, materials, and products that are used to clean and protect the PC and its parts. Most of the cleaning questions on the A+ Hardware Technology exam deal with the kinds of products (for e Virus Detection and ProtectionViruses are nasty pieces of software that have taken on the characteristics of an infectious disease, spreading germs that infect unsuspecting and unprotected PCs. You can expect a couple of questions on the exam that deal with what a virus is, how it spreads, and how it is detected.  Remember  The following characteristics define a computer virus: A virus attaches itself to another piece of programming code in memory, on a floppy disk, or on a downloaded file, or it has the form of an executable file and runs when opened on the target system. A virus replicates itself and infects other systems, propagating itself from one computer to another. Horses, worms, and germs Not all viruses do catastrophic damage to a system. Many viruses are just nuisances or pranks, playing music, simulating system meltdowns, or displaying misinformation during the system boot. Viruses that are malicious can cause considerable damage in the form of lost data.  Instant Answer  M Maintaining Your IntegrityAlthough you won’t see it referred to as data integrity on either of the A+ exams, where it is more likely to be called data backups, be ready to answer at least one question on when data backups should be created and where you should store the backup media. Data backups are a form of preventive maintenance. They ensure that, should a problem develop with your PC or system that jeopardizes your data, you have a copy of the data to restore when the problem is solved. On top of that, backups just make good sense. Any number of threats can compromise the integrity of your data: hardware failures, beta-test software, operator error, and viruses. It may seem a bit paranoid, but just because I’m paranoid doesn’t mean that they aren’t trying to get me. Creating a data backup Tape is a good medium to use for creating a backup of hard drive data. Making a backup of files is a safety precaution that’s taken to ensure that data outlives the device on which it’s stored. H Keeping the PC Running Prep Test Where should backup media, especially tape cartridges, be stored? Warm, humid location Warm, dry location Cool, humid location Cool, dry location Which of the following provides information on the hazards of a chemical solution and the safe handling and storage of the solution? MSSC MSDS MSCE DHCP Which of the following would you remove to open a hole on the keyboard through which you could blow out dirt and debris? Tab, Caps Lock, Shift, and Ctrl keys from the left end of the keyboard Spacebar Arrow keys Minus, Plus, and Enter keys from the right end of the keyboard When should you clean the monitor glass? When the monitor is on When the monitor is off Anytime, using a wet cloth Never Which of the following are the major steps for preventive maintenance on a hard drive? Defrag, ScanDisk, Backup Fdisk, Format, ScanDisk Backup, ScanDisk, Defrag Disassembly, blow dust out, reassembly E-mail-transferred viruses are transmitted in what form? Text messages B Chapter 17: Troubleshooting PC Problems Exam Objectives Defining basic troubleshooting procedures and good practices Troubleshooting and isolating problems on a PC Identifying common symptoms and problems associated with FRMs Fortunately, the job of a PC repairperson isn’t just the drudgery of building new customer PCs and upgrading the hard drive or video system. It also includes the part of the job that attracts and holds the very best PC technicians — troubleshooting and diagnosing a problem on a PC. If you’ve looked under the hood of a car lately, you’ll agree that the days when you could work on your car at home in the garage with just your trusty toolbox are long gone. Well, if you’ve looked inside the system unit of a PC lately, and I know you have, you know that like the car, the PC has become very complicated and nearly as hard to work on. This is a good news/bad news situation. The good news is that the PC user is less able to work on the PC, meaning that more work is availab Chapter 17: Troubleshooting PC Problems Troubleshooting Can Be Fun For the A+ Hardware Technology exam, you must know the processes that are used in troubleshooting, diagnosing, and isolating a problem on a PC. By this, I don’t mean all the little tricks and shortcuts that you and I have devised over the years. I mean the straightforward, by-the-book way of identifying the source of a problem on a PC. So even if you are a well-seasoned veteran and can tell a PC’s problem by the sound it is making, you should at least skim through this chapter — especially this first section — to familiarize yourself with the terminology and processes that the test assumes you know and use. Getting ready to start What may be the most valuable tools for troubleshooting a PC hardware problem are paper and a pen. You have a lot to write down as you begin troubleshooting the PC, including the user’s comments, the current BIOS settings, the location and arrangement of expansion cards and their cables, and the devices to which the expansion cards a Troubleshooting FRMs  Remember  Expect to see questions on the A+ Hardware Technology exam about identifying common symptoms, troubleshooting, and isolating problems on the following field-replaceable modules (FRMs): BIOS and CMOS CPU Floppy drive Hard drives Memory Modems Monitor and video cards Power supply Sound card and speakers USB ports I wouldn’t worry about anything that’s not in this list.  Tip  Be sure that you know all about expansion-slot covers. You don’t have much to diagnose, but you should at least know what kind of problems they prevent and their purpose. Troubleshooting the BIOS Unless a power failure occurred halfway through a flashing operation on the BIOS, not much can go wrong with the BIOS itself. So most of the trouble-shooting questions on the A+ Hardware Technology exam relate to boot sequence problems. However, you should know about a couple of situations that directly affect the BIOS. For more information about the PC BIOS, see Chapter 4. Upgrading the BIOS Troubleshooting PC Problems Prep Test When you arrive at a customer’s site, what is the first thing that you should do? Go straight to the problem PC, and begin to work. Ask the user about the problem, and actively listen. Ask the user about the problem, and passively listen. Explain your qualifications and experience to the user to put him or her at ease. The POST uses which of the following to signal a problem with essential hardware? (Choose two.) Beep codes that are sounded through the system speaker Error messages and codes that are displayed on the monitor An ASCII display that illustrates the problem device Verbal messages that are played through the sound system Before troubleshooting a hard drive, what is the first thing that you should do? Disconnect the power supply connector Shut down the PC Back up the hard drive Re-create the problem A PC’s clock is consistently losing time, and recently the PC has failed to boot on occasion. What is likely to be the problem? The time set Chapter 18: The Hardware Side of Networking Exam Objectives Networking Windows Connecting to the network Swapping and configuring network interface cards Understanding networking concepts Identifying Internet concepts Accessing the Internet Even if you may know the Father of the Ethernet and truly understand the basic concepts of networking and how the common network topologies are used, you should still review this chapter. Although I may understand how something works generally, my knowledge or experience may not be sufficient to provide answers to some of the situations that are posed on A+ exams. I recommend that you review the networking fundamentals in this chapter as a part of your test preparation. Also, give this info a quick review before you take the test, just in case. About 15 percent of what the A+ Hardware Technology and OS Technologies exams require comprises the following topics: Basic networking terms and concepts, including protocols and cabling, and the different wa Chapter 18: The Hardware Side of Networking The Hardware Side of Networking A network is two or more computers that have been connected for the purposes of exchanging data and sharing resources. Networked shared resources range from printers, CD-ROMs, and modems to files and hard drives. Networks vary in size and scope. Many types of computer networks exist, but you need to be concerned only with the following: Peer-to-peer network: This type of network includes two or more PCs that are connected to share data files, a printer, or other resources. Local-area network (LAN): A small business or corporate department may install a LAN that interconnects from two to hundreds of PCs, using permanently installed cabling or perhaps a wireless technology. Wide-area network (WAN): A corporation may maintain a WAN using dialup, leased, or other dedicated communication means. You should also be familiar with the following network terminology and characteristics: Topology: The geometric arrangement of any network is its topology. The most co Please Accept My TopologiesImagine an aerial view of a network. Picture the network’s general shape. The pattern of connections that ties the workstations to the network is its topology. You may encounter the following topologies on the A+ exams: Ethernet: Sometimes referred to as bus topology, Ethernet uses a full range of network media (using copper or fiber optics) and operates at 10 Mbps, 100 Mbps, or 1000 Mbps (1 Gbps). The 100-Mbps Ethernet is called Fast Ethernet and 1000 Mbps Ethernet is called Gigabit Ethernet. An Ethernet network (LAN) can support about 500 nodes. This is the most commonly installed type of network, probably because it is the cheapest and simplest. Ethernet devices connect to either a hub or a switch that is in turn connected to the network backbone. FDDI: (I’ve heard this pronounced as fiddy, but it’s usually just spelled out.) FDDI stands for Fiber Distributed Data Interface. An FDDI NIC contains a laser or diode transceiver that converts its digital data i Getting Ready for WorkIn this section, the two labs demonstrate important processes that you should know and use when working on a PC that is connected to a network. In fact, you may even encounter a question on the A+ Hardware Technology exam regarding these processes. Determining if a PC is a networked PC  Remember  As explained earlier in this chapter (see the section “Working with NICs”), it is important to know whether a PC on which you are about to work is connected to a network. Use the steps that are listed in Lab 18-1 to make this determination, and check them again, after you’ve finished your work, to make sure that the PC is once again connected to its network. Lab 18-1: Working on a Networked PC Check to see whether the PC is logged on to the network. Open a drive or folder on a network device. If you can open a file, the PC is logged on. If the drive is not available, the PC may be a node, but it is not logged into the network. If you are working on the hard drive, make a The Hardware Side of Networking Prep Test Which of the following protocols is used to transmit data over a dialup connection? ICMP PPP TCP/IP NetBEUI Which of the following FRMs is responsible for converting the signal between the PC and the network media? Router Bridge NIC Hub If a PC doesn’t detect a modem on startup immediately after an internal modem is installed, what Windows tool should you use to add the modem to the system? Add New Hardware Wizard Automatic Skip Driver Modem Wizard Network Neighborhood The address 44-45-53-54-00-00 is an example of which of the following? NetBIOS name IP address IPX address MAC address A new PC is added to a Token Ring network. What will the network establish first? Unique ID of the new node MAC address IP address NetBIOS name Also very popular on intranets, which of the following is the foundation protocol suite of the Internet? TCP/IP NetBEUI IPX/SPX NetBIOS Which of the following is the protocol that automatically sets up the IP addressing c Book II: Operating System Technologies Exam Part List Part V: Operating Systems Part VI: Connecting to a Network Book II: Operating System Technologies Exam Part List Part V: Operating Systems Chapter List In this part . . . Chapter 19: Windows OS Basics Exam objectives Identifying the popular operating systems Detailing the functions of operating systems Listing commonly used DOS commands The A+ exams assume that you have at least six months of on-the-job experience as a professional PC repairperson. If you have been working as PC repairperson for at least six months, you know how much of the job is installing, configuring, and troubleshooting the Windows operating system. Without this hands-on experience, the A+ OS Technologies exam may be a bit of a struggle for some. Many of the questions on the test assume that you are able to recognize a situation from your experience. For example, a question may begin “The Video Adapter Properties window is displayed on the screen. What is your next action to change . . . ?” Only because you’ve used this particular window many times on the job are you be able to recognize the situation and intelligently answer the question. At least that’s what the test assumes. To Chapter 19: Windows OS Basics The A+ Operating Systems Technologies Exam The second of the two CompTIA A+ exams is the OS Technologies exam, which is intended to assess your knowledge of the client operating systems that are currently popular (at least at the time that the test is developed) and have a large installed base. Only one client operating system meets these criteria, as far as the OS Technologies exam is concerned, and that OS is Microsoft Windows. So, a detailed knowledge of the structure, features, functions, and tools available in the various Windows versions that are still largely installed around the world is vital to passing this exam. Table 19-1 lists the four domains (topic areas) of the OS Technologies exam and the major topics that are included in each domain. Table 19-1: A+ OS Technologies Exam Domains Domain Objectives OS Fundamentals     1.1 Identify the major desktop components and interfaces and their functions.   1.2 Identify the names, locations, purposes, and contents of major system fi Meeting the Operating System In its most basic form, the operating system provides an interface to the hardware and system software that makes the system and its resources available to the user in a useful way. By far, the most popular operating system in the world is the Microsoft Windows operating system, in all of its various versions. For this reason, the A+ Operating Systems (OS) Technologies exam focuses on the Windows operating system. Windows is the operating system that you are most likely to encounter on the job, which is why it is the operating system that dominates the exam. Defining a few operating system terms For the exam (and the sections that follow), I need to explain some operating system terms and concepts that you need to know. Protected versus real mode Protected mode operations limit an application to its own memory space, but that space can include memory above 1MB. Protected mode gets its name from the fact that programs in this mode are protected from other pr Starting Up the Operating SystemsThe processes that are used to start up a PC running the Windows operating system are basically the same through the completion of the BIOS power-on self-test (POST) operation. At that point, which is when the operating system is started, Windows 9x and Windows 2000 systems use different methods to start up. Booting to the command prompt Starting the system to only a command prompt requires a boot disk (typically a floppy disk that’s placed in the A: drive) that contains, at a minimum, the DOS system files. To make a floppy disk boot disk, you can either Right-click the drive letter in Windows Explorer and choose Format from the pop-up menu that appears. Type the following DOS command at a command-line prompt: C:\>FORMAT A: /S Another way to add the system files to a formatted floppy disk or hard drive partition is by using the SYS command, as follows: C:\>SYS A: To create a boot disk that includes other commands and perhaps CD-ROM support, you may need Understanding Virtual MemoryThe software in use today requires more random-access memory (RAM), or system memory, than most PCs have installed or even have room to install. As a result, the PC and its operating system needed another way to supply memory on an as-needed basis. When a PC has its operating system kernel, a Web browser, an e-mail client, and perhaps a word processor all loaded in RAM at the same time, the typical 32MB, 64MB, or even 128MB of RAM isn’t sufficient. This lead to the development of virtual memory. This type of memory is hard drive space that is used as a substitute for system memory. Virtually memory works like this: After the RAM is full and the user asks for a new application, document, or instance of a running program, the only way that the PC can allocate the required RAM to the requested function is to free some of its resources. To free space, the Virtual Memory Manager (a system utility) copies the least-used item in memory (several algorithms are used Displaying the Windows Build Number To display the version number, also called the build number, of the Windows version that’s installed on a PC, there are two different methods: Right-click My Computer, choose Properties from the pop-up menu that appears, and select the General tab (see Figure 19-2). Figure 19-2: The General tab in the System Properties window includes the Windows version number. Display the version number from the command prompt by using the DOS command VER. As shown in Figure 19-2, the version number has three parts. The first two parts (such as 4.10) are considered to be the version number and the third part is the build number (the current release of a particular version). Build numbers are used more extensively in beta versions and reflect the evolution of the trial system. When the operating system is released, the build number usually becomes arbitrary. Some examples of build numbers are as follows: Windows 98: 4.10.1998 and 4.10.2222 (Windows 98 SE) Windows 20 Getting Ready for WorkThe A+ folks are somewhat enamored with the ATTRIB DOS command. As a result, you may encounter one or two questions about how to change the file attributes of a Windows file. The following sections guide you through this process. Changing file attributes Another file-related action that you need to know for the exam is how to change file attributes. The following four file attributes can be set for a file (or folder) in Windows: Archive: Indicates that a file that is marked to be backed up. Hidden: Prevents a file from appearing in directory listings. Read-only: Indicates that a file that can be read but cannot be changed or deleted. System: Indicates that a file that is used only by the operating system and is not typically displayed in a directory listing. The ATTRIB command is used to display and modify the file attributes of a file. To view or change the file attributes for one or more files from the command prompt or through Windows Explorer, follow the proce Windows OS Basics Prep Test Which of the following can be used to display the version and build numbers of a Windows system? (Choose two.) VER winver My Computer, Properties, General Right-click desktop, Properties, About Which operating system mode restricts programs to running in the first 1MB of system memory? Restricted Protected Real Unprotected Which of the following terms describes the condition where a single program has the ability to spawn several activities under its control and have them run concurrently? Multiprocessing Multitasking Multithreading Synchronous multiprocessing Which of the following is not the extension of a common Windows system file? SYS DAT DLL 386 Which of the following attributes are assigned to DOS and Windows files? System, Archive, Read-only, Hidden Archive, Reserved, Read-Write, Hidden Hidden, System, Private, Write-only System, Archive, Read-only, Reserved Which of the following is the command prompt that is displayed for the COMMAND subdirectory o Chapter 20: Windows 95, 98, and Me Exam Objectives Identifying DOS and Windows files and commands Installing or upgrading Windows 9x/Me Creating an emergency boot disk Recognizing common error and startup messages The A+ OS Technologies exam could easily be called the A+ Windows exam because it focuses heavily on the processes of installing, configuring, and troubleshooting the various versions of Windows. Because not everyone sees the same exact test, you should be ready for questions about the two Windows 98 versions (Windows 98 and Windows 98 SE), some references to earlier versions (Windows 3.x and Windows NT Workstation), and the newer Windows versions (Windows Millennium Edition, or Me, Windows 2000 Pro, and Windows XP Home and Windows XP Pro). MS-DOS may be mentioned as well.  Time Shaver  The A+ exams deal only with the PC itself. In the operating systems area, the focus is on network clients, not the network operating system (NOS) or server versions. What you won’t find in the Chapter 20: Windows 95, 98, and Me Putting in the Windows You should understand the steps that are used to install each version of Windows and the procedures that are used to upgrade from one version to the next. Practice installing as many of the Windows versions as you can. However, if you lack all the various versions, concentrate on installing Windows 98 and work on upgrading it to either Windows 2000 Pro or Windows XP Pro. First, some DOS facts You’ll encounter some DOS commands, files, and features on the exam. Although you may not be asked directly about the DOS operating system itself, you need to know the files and commands that are still in use by Windows and those that come in handy to diagnose certain software-related problems.  Remember  You should know something about the following DOS/Windows files, commands, and terms for the OS Technologies exam: CONFIG.SYS is not required for DOS or Windows to start up. COMMAND.COM displays the DOS command prompt, contains the internal DOS commands, and is required for Reviewing Windows 9x Many of the features in Table 20-1 that are indicated as not available on one or both of the Windows 95 versions could be added through downloads and application software. For example, Windows 95 did not include device drivers for a DVD, and the drivers must be downloaded from the manufacturer. Also, the Active Desktop had to be implemented through Internet Explorer 4.0. The information in Table 20-1 shows the native features of each Windows 9x release for comparison purposes. You may see questions on the OS Technologies exam that require you to know which versions had which features. Table 20-1: Features of Windows 9x Versions Feature 98 SE 98 95 OSR2 (95b/OEM) 95a (Retail) ACPI support Y Y N N Active Desktop Y Y N N Backup utility Y Y N N Dial-Up Networking Y Y Y Y Disk management Y Y N N DVD support Y N N N FAT32 Y Y Y N FAT32 conversion Y Y N N Internet Connection Sharing Y N N N Multiple monitors Y Y N N OnNow support Y Y N N Task Scheduler Y Y N N USB support Windows 9x System Files  Remember  For the A+ OS Technologies exam, know the part each system file plays in the boot process and its role in establishing the operating environment. You should study the Windows 9x files because many of them are still in use in later Windows versions. You should know about the following files: COMMAND.COM: This is the command processor for DOS and Windows 9x. It displays the DOS prompt and processes the commands that you type at the command prompt. HIMEM.SYS: This is the device driver for extended and high memory. If it is not loaded during startup, an error message is displayed and the system boots to a command prompt. IO.SYS: This binary executable file is loaded during the boot sequence. This file contains many of the commands and actions that were previously run from the CONFIG.SYS and AUTOEXEC.BAT files in early versions. LOGO.SYS: This is the 320 x 400 bitmapped wallpaper that is displayed during the boot sequence. To replace this file, create a 32 Dealing with Windows Startup Errors  Time Shaver  Much of the diagnosing and troubleshooting domain of the A+ OS Technologies exam consists of knowing the sequence of events that occurs in the boot sequences of Windows 9x systems, and recognizing error messages and their associated corrective actions. Memorize the boot sequences, and familiarize yourself with the error messages in each environment.  Instant Answer  If the Windows startup sequence has problems, restart Windows and immediately press and hold down the Ctrl key during the boot process or press F8 after the message Starting Windows 9x appears to display the Startup Menu (from which you can start Windows in Safe mode). Safe mode starts Windows with only the essential device drivers being loaded. If the computer can successfully boot in Safe mode, you know that the problem is in a device or its driver. Another boot menu option that can help you to isolate a boot problem is Step-by-Step Confirmation. This choice forces the sys Dealing with Common ProblemsThe A+ OS Technologies exam includes a number of questions about a variety of common Windows errors that a PC repairperson should be familiar with to isolate and solve problems on a user’s PC. When the system crashes When Windows or one of its applications is seriously malfunctioning, the OS typically halts — this is also known as a crash, hang, freeze, or lockup — and displays an error message. General protection faults (GPFs) and invalid page faults are memory protection errors that are commonly the problem. These errors typically cause the crash of one or more Windows 9x programs and perhaps even Windows itself. They can either be the indicators of very serious problems or something very trivial that can be fixed with a restart. Computer crashes, GPFs, and page faults are caused by Windows trying to store information in a space that’s already in use by another program. Yes, Windows should know better and keep better records, but at the speeds that it is s Installing Hardware in Windows 9x If Windows recognizes a device as a supported device, hardware installation proceeds with virtually no external input needed. If a device is a supported device (other than PnP), Windows suggests system resource assignments and prompts for confirmation to complete the installation. Intervention from the user is usually needed for legacy cards or unsupported devices to supply a device driver to be loaded. On a Windows 9x system, hardware belongs to one of the following four groups: Plug and Play (PnP): Windows 9x systems (including Me) are PnP operating systems that configure PnP devices, even when the PC’s BIOS is not PnP-compliant. On some systems, you may need to disable the BIOS program’s PnP settings and just let Windows take care of configuring PnP devices. 32-bit supported devices: Windows 9x carries a variety of 32-bit device drivers for peripheral devices that are directly supported. These drivers are included on the Windows CD-ROM and are loade Getting Around in Windows without a MouseMany different key combinations can be used to manipulate, navigate, and configure Windows straight from the keyboard. You should know the following key combinations for the A+ OS Technologies exam:  Instant Answer  Alt (or F10): Toggles the cursor control between the menu bar of the current application and the application itself. Alt+Esc: Cycles through the applications that are running in the taskbar. Alt+F4: Closes the current application. If no applications are running, this key combination displays the Shut Down box. Alt+Spacebar: Displays the Control menu of the current application window. Pressing Alt closes the menu. Alt+Tab: Shows a menu and cycles through the icons of the applications that are running in the taskbar. Ctrl+Alt+Delete: Displays the Close Program box when you are not faced with an error screen. From the blue screen of death, this key combination restarts the system. Ctrl+Esc: Shows the Start menu and taskbar. Ctrl+Tab and Getting Ready for WorkWindows 9x uses a virtual memory manager (VMM) that includes default settings for how much drive space is to be used for virtual memory. For the average user, the default settings should meet your needs. However, for users that have more than one hard disk drive or require speed-tuning their system, some manual configuration of the virtual memory system may be required. To configure virtual memory on a Windows 9x system, follow these steps: Open the Control Panel and double-click the System icon to open the System Properties window. Click the Performance tab, and click the Virtual Memory button. In the Virtual Memory settings window, click the Let Me Specify My Own Virtual Memory Settings option (assuming that you want to do this) to activate the configuration options. Choose the hard drive that you want to configure, assuming that you have more than one. If you have only one drive, skip to Step 6. I recommend that you split the virtual memory equally between the Windows 95, 98, and Me Prep Test What command displays the version of the running version of MS-DOS and allows the running version to be set to that needed by real-mode programs that are running on a PC? VER SETVER CHGVER MKVER The ScanDisk utility can fix errors in which of the following? (Choose two.) Directory tree structure Fragmented files File system structure Media defects What key combination is used to display the Windows 9x Start menu and taskbar? Ctrl+Alt+Delete Alt+Tab Ctrl+Esc Alt+F4 Pressing F5 during system startup allows Windows to start in which mode? Command prompt only Safe mode command prompt only Safe mode with network support Safe mode Which of the following files is required in a Windows 9x CONFIG.SYS file? HIMEM.SYS FILES= UMB= DOS=HIGH None of the above What are the minimum requirements for Windows Me? 100-MHz Pentium processor, 16MB of RAM, 120MB of free hard drive space 233-MHz Pentium processor, 8MB of RAM, 200MB of free hard drive space 150-MHz Pentium proc Chapter 21: Windows 2000 Professional Exam Objectives Identifying the components and functions of Windows 2000 Professional Upgrading to Windows 2000 Explaining the startup and shutdown procedures of Windows 2000 Recognizing Windows 2000 error messages The A+ OS Technologies exam deals only with personal computer operating systems in the context of the PC repairperson’s ability to install, configure, and troubleshoot the entire PC, including its operating system. You need to be aware of the problems that an operating system has so that you can separate software problems from hardware problems. You don’t need to know Windows 2000 Professional (or any other operating system) so thoroughly that you could single-handedly put Microsoft’s technical support hotline out of business (not that we haven’t all had that thought in more violent tones at one time or another). However, you must be able to set up a Windows 2000 PC and use its features and utilities to configure the PC for a user and be Chapter 21: Windows 2000 Professional Looking into Windows NT As is proudly advertised on the splash screen of Windows 2000 and Windows XP, both of these Windows versions are based on the technology that was first introduced with the Windows NT system. In many instances, to know something about Windows NT and its core functions is to know how Windows 2000 and XP operate. If you are new to operating systems, especially the latest Windows operating systems, knowing about NT may not be needed — just understand 2000 and XP in detail. However, for those of you who have worked with NT in the past (or use it in the present), your road to understanding 2000 and XP is definitely a lot shorter.  Tip  If Windows NT is mentioned on the A+ OS Technologies exam, it is Windows NT Workstation that is being referenced. Windows NT is a multithreaded, multitasking operating system that runs its applications in protected-mode memory space. This means that an unruly application cannot crash the entire system, and a problem with one application Getting to Know Windows 2000Some people say that Windows 2000 is just the next version of Windows NT 4.0, and Windows 2000 was unofficially known for a short while as Windows NT 5.0. Windows 2000 comes in four distinct versions, but only Windows 2000 Professional (the name Professional replaces the name Workstation for business desktop systems) and Windows 2000 Server are mentioned on the A+ OS Technologies exam. To satisfy your curiosity, the other versions are Windows 2000 Advanced Server and Windows 2000 Datacenter Server. You can upgrade a PC to Windows 2000 Professional from either Windows 98 or Windows NT Workstation. Windows 2000 has a Windows 98/NT–like desktop and interface, and it reads and supports FAT32 files — which incidentally is something that Windows NT 4.0 wouldn’t do.  Remember  Table 21-2 lists the minimum system requirements for Windows 2000. Understand that when referring to minimums, Microsoft means “bare minimums,” and more or bigger everything is always better. Installing Windows 2000  Remember  For the A+ OS Technologies exam, you need to know what steps are used to prepare for and install Windows 2000 on a PC and how to verify compatibility between the operating system and the hardware, software, and file structure of the PC. When installing Windows 2000, whether it’s a clean installation or an upgrade from an earlier Windows version, you must first take a few steps to ensure that installation will be successful and that you won’t encounter serious problems during or after the installation. However, before installing Windows 2000 on any system, check the Windows 2000 Hardware Compatibility List (HCL) for all the field replacement modules (FRMs) that are installed. Check Windows 2000’s hardware and software compatibility lists to see if your hardware and software are listed, and then convert your operating system to Windows 2000. Take a few minutes to orient yourself with the HCL by visiting Microsoft’s Hardware and Software Compatibility We Starting Up Windows 2000  Remember  The Windows 2000 startup process is very different from the process that is used to start up MS-DOS, Windows 95, or Windows 98. In these systems, the IO.SYS file is loaded, followed by the MSDOS.SYS file and the COMMAND.COM program. Windows 2000 does not use these files, and you only find them on PCs that are configured for a multiboot and on PCs with an early version of Windows or MS-DOS. The general startup sequence that is used to start a Windows 2000 system is as follows: Power-on self-test (POST): This is the same regardless of the operating system. Initial startup: After the POST, the system BIOS looks for the drive from which it should start the operating system. The storage devices are checked in the sequence that is prescribed in the BIOS. A number of different error messages can be displayed if the operating system is not found.  Instant Answer  Bootstrap Loader: The Bootstrap Loader program NTLDR loads the operating system’s files into mem Identifying Windows 2000 System FilesWindows 2000, in all its versions, uses a different set of system files than the previous versions of Windows. The Windows 2000 system files are located in the root folder of the system partition, which must be on the first physical drive of the system. The Windows 2000 system files included on the A+ OS Technologies exam are all boot files. You need to know the following Windows 2000 system files:  Remember  NTLDR: Is the Bootstrap Loader program. BOOT.INI: Contains information on multiple operating systems to which system could boot. BOOTSECT.DOS: Contains information on operating systems other than Windows 2000. NTDETECT.COM: Collects data on the current hardware configuration for use in building the Registry key HKEY_LOCAL_MACHINE\HARDWARE. NTOSKRNL.EXE: Loads the Windows 2000 kernel. HAL.DLL: Contains the Hardware Abstraction Layer (HAL) data libraries. Tracking NTLDR As indicated in the section, “Starting Up Windows 2000,” earlier in this chap Managing a Windows 2000 SystemWindows 2000 includes a utility called Computer Management, which helps you manage both local and remote PCs. This tool combines several Windows 2000 administration tools into a single Explorer-like tree arrangement, as illustrated in Figure 21-1. The Computer Management window is opened from the Administrative Tools icon on the Control Panel. Figure 21-1: The Windows 2000 Computer Management window. In addition to the Computer Management tools, Windows 2000 also provides a variety of other tools that are used to maintain, troubleshoot, or update the system. Table 21-4 lists the tools that you may encounter on the A+ OS Technologies exam. Table 21-4: Windows 2000 Maintenance and Update Tools Tool Description Disk Defragmenter A utility that optimizes drive performance by rearranging files, folders, programs, and unused space on the hard drive. AVBoot MAKEDISK.BAT can be used to create a boot disk that also scans for and removes MBR (master boot record) and Displaying the Command PromptOne small but important item that you must know for the A+ OS Technologies exam is how to display a command-line prompt (otherwise known as the DOS prompt) in Windows 2000 or Windows XP.  Instant Answer  To display a command-line prompt, choose Start ® Run, enter CMD in the Run box, and click OK. That’s all there is to it! Getting Ready for WorkIf you expect to install new versions of Windows operating systems (Windows NT, Windows 2000, and Windows XP), you should know how to create an Emergency Repair Disk (ERD). An ERD is unique to the PC on which it was created. Other valuable disks to have near a Windows 2000 system are the Windows 2000 startup disks. You should know how to create these startup disks, and I’ve included some practice exercises in doing just that.  Tip  Your should create an ERD for each PC immediately after installing the operating system and then store the ERD in a safe place until it is needed. The A+ OS Technologies exam contains at least one question on how to create an ERD. Windows NT and Windows 2000/XP use different methods to create an ERD. If your new PC doesn’t include a floppy disk drive, you can still create an ERD. However, you will need to set the boot sequence in the BIOS to start from the CD-ROM drive (you do have one of those, don’t you?). Third-party software, such a Windows 2000 Professional Prep Test Which of the following is not a minimum system requirement of Windows 2000 Professional? 133-MHz or higher Pentium processor At least 2GB of free hard drive space At least 256MB of main memory (RAM) A CD-ROM drive Which of the following is used to verify that a PC, peripheral device, or application is Windows 2000 compatible? HAL MSINFO32 Computer Management HCL Which of the following Windows versions can be upgraded to Windows 2000? (Choose two.) Windows 9x Windows Me Windows 3.x Windows NT 4.0 What is the name of the log file created during the Windows 2000 setup process that contains information on any errors that occurred during the setup? SETUPERR.LOG ERRSETUP.LOG STUPERR.TXT W2KERR.LOG During the Windows 2000 startup, a list of the installed hardware is created and passed to NTLDR by which function? HAL HCL NTDETECT W2KDETCT Which of the following actions can be used to enter Safe mode during a Windows 2000 startup? Press F5 during the boot pro Chapter 22: Windows XP Professional Exam Objectives Detailing the installation procedure for Windows XP Explaining the Windows XP command line and tools Troubleshooting Windows XP Windows XP was added to the A+ OS Technologies exam in the fall of 2003, which for the A+ exam is about as close to being current as the test has ever been. Windows XP differs in a few, but noticeable, ways from its predecessor, Windows 2000. The first thing that you’ll probably notice is the new desktop GUI and the fact that it may take a few minutes of trial and error to find some of the Windows features that aren’t in the same locations or that you don’t access in quite the same way. Most of the new bells and whistles that have been added are user features that don’t impact the basic operating system functions. New support has been added for CD burning, sound recording and playback, multimedia playback, and so on. Windows XP has two versions: Windows XP Professional, the one that’s on the A+ exam, and Wind Chapter 22: Windows XP Professional Getting to Know Windows XP Beyond Windows XP’s new fresh-look user interface and a noticeably faster startup, you should be aware of a few new features and requirements for the exam. Beyond that, don’t worry about the operational differences between Windows XP and Windows 2000; for the most part, there are none.  Remember  One unique feature about Windows XP is that it doesn’t have a Server version. The Windows XP versions are Home and Professional. The Home version is for what can be inferred from its name; it is for the home-user market. The Professional version is the business desktop version that is recommended for use in the office and home office and where a PC is a network client. Table 22-1 lists some of the features that are new in Windows XP and indicates which version supports them. Y (Yes) shows that the version supports a given feature; N (No) indicates no support. Table 22-1: Windows XP Features Feature Windows XP Pro Windows XP Home Advanced portable PC support Y Y Autom Working at the Windows XP Command Line  Remember  Windows XP includes a variety of command-line utilities and programs that can be used to diagnose, maintain, manage, and administer a PC, especially a networked PC. The following command-line tools are available: bootcfg: This utility is used to configure or display the Boot Loader settings, including the default operating system, the selection timeout, and other boot entries and load options. defrag: Performs defragmentation on a drive. diskpart: Manages a PC’s disk partitions. driverquery: Displays a list of known device drivers and their properties. fsutil: Displays information about and manages a PC’s file systems. getmac: Displays the MAC address of a PC’s network adapter. gpresult: Displays the Resultant Set of Policy (RSoP), user settings, and group policy settings.  Tip  RSoP queries are used to identify conflicts in policies that affect the computer/user, site, domain, and unit hierarchy. netsh: Displays or manages network conf Troubleshooting Windows XPThe biggest troubleshooting headache on any Windows version is probably stop errors, which are more affectionately known as the blue or black screens of death. Getting started with stop errors Stop errors occur when the operating system stops responding. What causes the system to stop responding is some malfunction in application software, a hardware device, a device driver, or even a system utility. It’s nice to know that, for once, the user isn’t the prime suspect, right? Dealing with general stop errors To troubleshoot a general stop error, the kind that shows up as a blue (or black) screen of death, use the following steps: Restart the PC. If the error reoccurs, you have more work to do. Otherwise, make a note of the problem in the PC’s hardware journal (you do have one, don’t you?) as something that you should watch. If any new hardware or software was installed immediately prior to getting this error, check to ensure that it was properly installed. If no Recovering a Windows XP SetupIt can happen to anyone. Not every operating system installation goes smoothly, without a hitch. There’s no shame in needing to run the Recovery Console, and doing so doesn’t mean that you’ve failed. Running the Recovery Console only means that you are a knowledgeable PC technician who is familiar with all the tools that are readily available to help solve a problem.  Remember  The Windows Recovery Console is located on the Windows XP setup CD-ROM and is available to help you identify and solve a variety of system problems. Using the Windows Recovery Console, you can do the following: Open or administer operating system files and folders Enable or disable applications, services, processes, or devices the next time that the PC is booted. Repair the Master Boot Record (MBR) or a file system boot sector Add, format, or remove hard drive partitions After you open the Windows Recovery Console and log on as the system administrator, you can use the command consol Windows XP Professional Prep Test What is the minimum system RAM requirement for Windows XP? 32MB 64MB 128MB 256MB What is the minimum processor clock rate required by Windows XP? 333 MHz 233 MHz 133 MHz 1.2 GHz Which of the following can be used to determine the compatibility of a PC’s hardware and software for Windows XP? (Choose two.) Windows Catalog Upgrade Advisor Update Catalog Windows Installation Simulator Windows XP Professional cannot be installed as an upgrade on which of the following systems? Windows XP Home Windows NT Workstation 4.0 Windows 98 SE Windows 95 OSR2 What differentiates the Windows XP setup CD-ROM from the setup CD-ROMs of previous Windows versions? It has better label graphics. It is bootable. It is not bootable. It can be multibooted. Which of the following Windows XP command-line tools can be used to manage a system’s disk partitions? partfix partdisk diskpart openfiles What Windows NT/2000/XP startup option removes any system setting changes that were mad Part VI: Connecting to a Network Chapter List In this part . . . Chapter 23: Making the Network Connection Exam Objectives Establishing a network connection Installing and configuring a browser Differentiating among the common connectivity technologies In today’s computing environment, networking is everything. A PC that is a part of a network is also a part of the connected world, with the emphasis on world, and all the information and other resources that it can provide. The ability to connect to a network, an essential part of a PC’s function, is a system requirement that is sure to increase in importance. Whereas in the past, the power of the computer gave it its identity, in the not too distant future, its networking and communication speed may well be the computer’s most important feature. CompTIA believes that networking is an important topic for today’s technicians. This is evidenced by the fact that it has included a domain in each of the A+ exams on networking. In fact, CompTIA believes that networking is important enough that at least 25 Chapter 23: Making the Network Connection Connecting to a Network Windows 2000 and Windows XP automatically configure PCs with a typical network setup during installation. Windows 9x and Windows NT PCs don’t have that feature and must be configured for a network connection manually. Actually, it is the network interface card (NIC) that is configured to communicate with a network. The PC itself only communicates with the NIC through the operating system and the NIC’s device drivers and protocols. Configuring the Network dialog box  Remember  The Network dialog box (see Figure 23-1) is used to configure a PC’s network environment. Four network components can be configured from the Network dialog box; each is described as follows: Figure 23-1: The Network dialog box is used to configure a PC to connect to a network. Adapter: This choice identifies and loads the device drivers for a NIC. To configure a PC to a network, a NIC or another type of network adapter must be present. Protocols and services are associated to the NIC. Proto Configuring a Wide Window to the WebThe A+ OS Technologies exam objectives include an objective for installing and configuring browsers, but because installing a browser is a no-brainer, I’ll skip it. If you need practice installing a Web browser, download Internet Explorer 6.0 and install it a few times. The rest of this section focuses on the specific configuration items that CompTIA felt strongly enough about to list in the objectives. Disabling script support The Windows Scripting Host (WSH) is commonly installed on PCs to facilitate the running of Visual Basic Script (VBS) files. Unfortunately, computer viruses, such as VBS/LoveLet-A, VBS/Anna Kournikova, and others, use the Scripting Host to run and ruin your PC. Because of this, disabling the Scripting Host is a good idea. The process used to disable the Scripting Host varies depending on the Windows version, but two general procedures are used to disable scripting support on a PC: the Windows 98 way, which also works for Window Getting Ready for Work A common user problem is the replacement or new installation of a modem in a PC. Labs 23-3 and 23-4 detail the steps that are used to configure a modem on a Windows 9x and a Windows 2000 system, respectively. Lab 23-3: Configuring a Modem on a Windows 9x PC Open My Computer to determine if DUN is installed. If Dial-Up Networking is already installed, you see a Dial-Up Networking icon in the My Computer window. Otherwise, insert the Windows setup CD-ROM in the CD-ROM drive, open the Control Panel, and choose the Add/Remove Program icon. When the Add/Remove Programs dialog box displays, select the Windows Setup tab. Double-click the Communications option, and select the Dial-Up Networking box. Click OK on this and the next dialog box to initiate the loading of the DUN files to your PC. When the installation is complete, click OK to restart the PC.  Tip  When inserting a Windows installation CD-ROM, hold down Shift when you close the CD-ROM tray to prevent the Windo Making the Network Connection Prep Test Which of the following is not a networking component that can be configured through the Control Panel’s Network icon? Protocol Service Server Client What is the name of a set of rules that governs the communication between two entities? Protocol Service Server Client What software feature allows a PC to communicate with a specific network operating system, such as Windows NT, Windows 2000, or Novell NetWare? Protocol Service Server Client To configure a PC for DHCP and to enable automatic IP configuration each time that the PC boots, you must establish which Windows configuration setting on the PC? Connect using LAN settings Obtain an IP address automatically Run IPCONFIG /request on boot Obtain client Internet configuration automatically What protocol does Dial-Up Networking use to create a connection between two computers over a telephone line? IP TCP PPP SLIP Which of the following is not an alternative technology to LAN and dialup connectivit Chapter 24: Working with the Network Exam Objectives Creating network shares on a Windows PC Mapping a network drive Identifying TCP/IP protocols and their functions It is becoming increasingly rare that a PC is not connected to a network of some type. Regardless of whether the connection is a simple dialup connection to a local Internet service provider (ISP) or a sophisticated multihomed, totally redundant connection to a LAN, WAN, or VPN, just about every PC connects to some form of a network today. So, requiring you to know a bit about networking isn’t all that radical. The A+ OS Technologies exam has an objective domain that is dedicated to creating a networking environment on a PC. Don’t be confused about the fact that a Networking objective domain also exists on the A+ Hardware Technology exam. The A+ OS Technologies exam focuses on the software tools that are available in the Windows operating system to set up and configure a PC to access and be accessed from a local network. Y Chapter 24: Working with the Network Navigating the Neighborhood and a Few New Places Windows 9x and Windows NT Workstation have Network Neighborhood, while Windows 2000, Windows XP, and Windows Me have My Network Places. In all of these cases, the respective icons, which are located on the Windows desktop, are used to access and display information about other PCs and the networked resources that are located on the same network segment as your PC. Showing off the neighborhood The Network Neighborhood and My Network Places icons work similarly to the My Computer icon, which is also located on the desktop. However, whereas My Computer displays the resources that are found on your PC, My Network Places or Network Neighborhood shows the resources that are found on the PC’s network. My Network Places (which is meant to refer to both My Network Places and Network Neighborhood for the sake of brevity) displays a tree structure of the resources that are on the local network in a form similar to that used by Windows Explorer to d Mapping a Network DriveIn addition to giving you the ability to share private local resources with other users on a network, Windows includes a feature that allows you to connect a remote folder to a local PC so that the drive essentially becomes a local drive. This process is called mapping a drive. Lab 24-3 details the steps that are used to map a resource in Windows 98/NT, and Lab 24-4 shows how to map a resource in Windows 2000/XP. Mapping a drive in Windows 98  Remember  The process that is used to map a drive is simple in Windows 98 and requires only two entries. Lab 24-3 details how to map a resource (a shared folder or drive from another computer) on a Windows 98 or NT system. Lab 24-3: Mapping a Shared Resource in Windows 98 Right-click My Computer, My Network Places, or Network Neighborhood and select Map Network Drive. In the dialog box that displays, enter the computer name of the host (remote) PC on which the resource is located in the Folder or Path box. The resource must Getting to Know the TCP/IP Suite The Transmission Control Protocol/Internet Protocol (TCP/IP) suite, also known as just the Internet Protocol suite, has quickly become the standard for network communications at both the global and local levels. TCP/IP was developed with portability and universal support in mind. Its adaptability and open structure have been important reasons for its rapid and widespread growth. Identifying the TCP/IP protocols  Remember  TCP/IP is a suite, or stack, of protocols that interconnect and work together to provide reliable and efficient data communications across an internetwork. The TCP/IP protocols and tools that you should know for the A+ OS Technologies exam are as follows: Domain Name System (DNS): DNS is the service that is used to translate domain names (such as wiley.com) to their associated IP addresses (such as 205.99.254.16). File Transport Protocol (FTP): FTP is a protocol that is used to copy files from one computer to another over a TCP/IP netw Getting Ready for WorkIt’s one thing to know what the protocols and utilities listed in the previous section are and what they do, but to really get an understanding of their value, you must use them in the heat of battle, er, in the art of helping a distressed customer. Imagine that you are the technician in the Information Technology (IT) department at Big Deal Corporation’s corporate offices. By association, this makes you a Big Deal IT technician, which is what your mother tells everyone you are anyway. One day, while you are studying for the A+ OS Technologies exam, you get an urgent call from a user who claims that her PC cannot connect to the company’s intranet, a local network that is running TCP/IP and is intended solely for employees. You know that her problem can’t be valid. Just this morning, you installed that PC, and you’re certain that you tested the network adapter’s connectivity. (You did, didn’t you?) Well, not to worry. If you follow the steps that are shown in Lab 2 Working with the Network Prep Test A user on a Windows 98 system cannot grant which of the following share types? Read-only access Full access Write-only access Access that depends on password Which of the following is a valid share name path for mapping a network drive? //sharename/computername \\computername\\sharename //computername//sharename \\computername\sharename To display the network resources to which a PC has access and on which shares have been granted, which of the following Windows 2000 desktop features is selected? My Network Places Network Neighborhood Network Neighborhood Places My Computer Which of the following creates a hidden share? $harename Sharename$ Sharename# $Sharename$ Windows XP provides which of the following sharing mechanisms? (Choose two.) SFS SDS ACL MCL Which of the following commands is used on Windows 2000 and XP PCs to display and manage the IP configuration? WINIPCFG NSLOOKUP IPCONFIG TRACERT Which of the following TCP/IP and Windows utilities is Chapter 25: Sharing the Internet Exam Objectives Understanding browser caching operations Defining Internet Connection Sharing Configuring the Internet Connection Firewall For good reasons, the A+ OS Technologies exam is focusing more on networking and the Internet. Why are PCs connected to a local area network in an office location, if not for surfing the Web, checking stock reports, reviewing sports scores, and getting the latest soap opera plot lines?! For the A+ OS Technologies exam, you must have an understanding of the basic protocols, terminology, and functions of the Internet and know how it is accessed. Chapters 23 and 24 cover the protocols and terminology, and this chapter deals with Internet access topics, primarily the Internet Connection Sharing feature and the Windows XP firewall feature. Okay, so one shares and the other denies; it’s all a part of the smart use of a vital resource. The Internet browser software in question is Microsoft’s Internet Explorer. However, beca Chapter 25: Sharing the Internet Saving the Past to Service the Present Today’s most popular browsers are largely self-installing and self-configuring, but you or the user may still need to establish a couple of settings to improve or maximize the performance of the browser and the PC. See Chapter 23 for information on security and proxy settings. The popular Internet browsers are as follows: AOL Netscape Communicator or Navigator (http://home.netscape.com ) Microsoft Internet Explorer (www.microsoft.com/windows/ie/) Opera Software ASA’s Opera (www.opera.com)  Time Shaver  I recommend concentrating your studies on either of the first two of these browsers. You can base your review on the browser that you’re using. Caching in The caching function of an Internet browser stores images from Internet sites that you have visited. The cache files are stored on the PC’s hard drive as a means to increase the performance of the browser when accessing frequently- visited or just-visited Web pages. For example, if you visit one s Configuring and Installing ICS Internet Connection Sharing (ICS), a feature that is included in Windows 98 SE, Windows 2000 Professional, Windows Me, and Windows XP Home and Professional, allows home– and small-office users to share a single Internet connection. The type of connection isn’t important; ICS assumes that a network is present and isn’t fussy about the type of network or the media used. ICS builds a type of local area network (LAN), with one PC serving as the network gateway. The other PCs on the network use the gateway PC to connect to the Internet. Each PC must be connected to the gateway via a network connection, and a single modem, proxy server, DSL, ISDN, or other Internet connection line must serve the entire network. Expect to see a question or two on the A+ OS Technologies exam about ICS. To run ICS properly, the feature needs to be set up on a PC that has two network adapters, one for the Internet connection and another to connect to the other PCs that will share t Configuring the Internet Connection FirewallAlthough its name is an oxymoron, the Internet Connection Firewall (ICF) can protect a network from undesired and unexpected incoming Internet traffic. As you know, a poor unsuspecting network can be hit with everything from the seriously bored youth to hackers with criminal intentions. A firewall blocks unknown, unauthorized, and other spurious Internet traffic from entering your network by filtering those entries that don’t meet the criteria that are established for permissible traffic. Setting Up the ICFThe ICF feature, new with Windows XP, is enabled or disabled in the Network Connections folder (which can be accessed through the Control Panel or My Network Places). The ICF must be installed on a PC that has a direct connection to the Internet connection on which it is to be applied. The ICF can be set to activate or deactivate on each type of connection to the Internet. This is good because not every type of connection needs firewall security. The ICF has its drawbacks as well. For instance, it can’t filter outbound traffic, regardless of the source. Spyware, viruses, Trojan horse software, or hacker bots can all transmit out through the ICF unscathed. If you need protection from these sources, consider using a commercial firewall. If you change to a commercial software firewall, be sure to disable the ICF. Follow these steps to enable ICF on a Windows XP system: From either My Network Places or the Control Panel, open the Network Connections window. Right-click th Sharing the Internet Prep Test Which of the following is not a commonly used Internet browser? Internet Explorer Netscape Communicator ICS Opera Files from frequently accessed Web pages that are stored on a PC’s hard drive for the purpose of improving browser responsiveness are a part of which browser service? History Back Firewall Cache Changes to the configuration of an installed version of Internet Explorer are made through which of the following menu functions? Edit ® Preferences Tools ® Internet Options Edit ® Internet Options File ® Preferences Which of the following is the Windows feature that allows home and small-business offices to share a single Internet connection over a small local area network? ICF ICC ICU ICS Which of the following are types of Internet sharing solutions? (Choose two.) Multihomed systems Broadband routers Software-based solutions Firewalls What is the minimum number of network adapters that must be installed on a sharing server that connects to the Inter Chapter 26: Troubleshooting System Problems Exam Objectives Applying standard troubleshooting procedures Using Windows utilities to manage and diagnose OS problems Resolving common operational problems One of the underlying truths about the PC technical repair profession is that proper installation, configuration, and diligent monitoring of a system is always better than troubleshooting, diagnostics, and repair. In fact, that is my mantra. Whenever I meditate, I repeat this phrase repeatedly as the answer to the meaning of life. I know; I need to get one — a life, that is. I know that I’m preaching to the choir on this, but doing it right the first time does prevent myriad problems later. However, one slight problem exists with all this global truth — you are not always there to make sure it stays right. Users have a way of doing the very things that nobody thought would ever happen. They have an uncanny way of finding the soft spot in the system within minutes of it being turned over Chapter 26: Troubleshooting System Problems Tracking Down System Problems Windows offers a number of utilities and software tools to help you determine the source of an operating system (OS) problem, including hardware problems that appear to be software problems. Utilities and tools are available to help you start the system in a variety of ways that limit how much of the OS is loaded during startup. And a number of diagnostics and recovery tools are available to help you isolate a problem and resolve it. Before I get into the utilities and software tools that you need to know about for the exam, I want to talk about the process that is used to (a) identify the problem and (b) isolate the cause, which are two different things. Eliciting help from the user Depending on the situation and the procedures of your company, you often have two opportunities to get information about a perceived problem from the user who is reporting the problem. The first opportunity occurs when the customer phones in his computer problem. The second op Troubleshooting in the Windows WorldYou and I both know that most of the problems that PC technicians are sent out to resolve are easily taken care of with user training. However, the A+ exams are measuring your ability to deal with the more serious problems, which is also what your present or future employer is interested in. The A+ OS Technologies exam wants you to demonstrate your knowledge of applying the right procedures, utilities, or tools to the right situations. If the user’s explanation of the problem matches the conditions with which you are familiar, you can start the process of isolation, identification, and resolution. Booting into Safe mode If the problem appears to be related to the recent installation of a new or upgraded peripheral device and/or a new or updated device driver, you should restart the system without allowing the device drivers to load — that is, restart the PC and boot it into Safe mode. Safe mode is one of the startup types that are available for the W Dealing with PC FailuresYou will encounter three general types of PC failures: startup errors, operational errors, and shutdown errors. Each type of error has its own trouble-shooting and diagnostics approach and procedures. It’s knowing which one to use that separates the hobbyists from the professionals in PC repair. The following sections explain the common errors and problems that occur in each category and show you how to isolate, identify, and resolve each error. Troubleshooting startup errors Most startup errors are the result of changes that were made to the hard-ware or its BIOS configuration. If you are getting some form of hardware error message — either a beep code or an error message (see Book I, Chap-ter 4 for more details) — the hardware has probably changed, either physically or logically. Startup errors can be divided into boot errors and system startup errors. Boot errors tend to report missing or corrupted physical resources, while system startup errors deal more wit Troubleshooting System Problems Prep Test Which of the following Windows startup modes loads only the operating system and the device drivers that are required by the operating system? Normal mode Debugging mode Troubleshooting mode Safe mode Which of the following are Windows startup modes or variations? (Choose all that apply.) Enable boot logging Last Known Good Configuration Registry restore Directory service restore Which of the following keys is used to access the Windows Startup menu on a Windows 2000 system? F2 F5 F8 F10 On a Windows 98 system, what Windows utility can be used to identify and disable device drivers that could cause Windows to hang during startup? MSCONFIG ASD MSD WINMSD Which of the following information sources should be used to gather information about a particular hardware problem and its resolution? (Choose all that apply.) Manufacturer’s Web site Warranty documentation Product documentation Product sales Web site Which of the following is the Windows utili A+ Certification For Dummies, 3rd Edition Cheat Sheet Default system resource assignments IRQ Typical Assignment I/O Address 1 Keyboard 060h 3 COM2/COM4 2F8h/2E8h 4 COM1/COM3 3F8h/3E8h 5 LPT2, Sound card 278h/220h 6 Floppy disk controller 3F0h 7 LPT1 378h 10 NIC 300h 12 PS/2 mouse 064h 14 Primary IDE controller 1F0h 15 Secondary IDE controller 376h RAID disk drive typesRAID 0: Striped disk array without fault tolerance. RAID 3: Parallel transfer with parity. RAID 5: Data striping with parity. Preparing a hard disk SCANDISK Check for media problems FDISK Partition the disk FORMAT Prepare the disk and load system files Bus architectures Architecture Bus Width Industry Standard Architecture (ISA) 16-bit Intelligent Drive Electronics (IDE) 32-bit Peripheral Component Interconnect (PCI) bus 32- or 64-bit Laser printing phasesCleaning, conditioning, writing, developing, transferring, fusing Phrase to remember laser printing phases California Cows Won’t Dance The Fandango On test day . . .At the testing workstation before the test begins, write down IRQs I/O addresses Laser printing phases System startup files DOS/Windows 3.x/9x memory management Conventional memory The first 640K of system memory Upper memory area The upper 384K of the (expanded memory) first megabyte of memory, above conventional memory High memory area The first 64K (less 16 bytes) of the second megabyte of memory Extended memory Any memory above the high-memory area DOS/Windows file systems Operating Systems File System DOS File Allocation Table (FAT) or FAT16 Windows 3.x FAT16 Windows 9x FAT16, VFAT, and FAT32 Windows NT/2000 FAT32 and NT File System (NTFS) Acronyms CMOS: Complementary metal oxide semiconductor ESD: Electrostatic discharge GPF: General protection fault HCL: Hardware compatibility list PCMCIA: Personal Computer Memory Card International Association RAID: Redundant array of independent disks SCSI: Small computer system interface UART: Universal asynchronous receiver-transmitter ZIF: Zero insertion force Windows 9x startup files BIOS POST Plug and Play (PnP) devices IO.SYS MSDOS.SYS The Registry (SYSTEM.DAT) CONFIG.SYS and AUTOEXEC.BAT WIN.COM Device drivers in Registry and SYSTEM.INI and VMM32.VXD Windows 9x core components: Kernel, GDI, and User Startup files POST error codes Code Hardware Group 1xx Motherboard 2xx Main memory 3xx Keyboard 6xx Floppy disk controller 14xx Printer 17xx Hard disk controller Windows 9x files Executable files: BAT, EXE, and COM Initialization files: INI System files: SYS Multiboot entries: MSDOS.SYS CD extension: MSCDEX.EXE Command prompt processor: COMMAND.COM Virtual device drivers: VXD and 386 Program extension files: DLL Device drivers: DRV Windows 2000 files Boot loader: NTLDR Multiboot entries: BOOT.INI Hardware configuration: NTDETECT.COM Windows 2000 kernel: NTOSKRNL.EXE Chapter 3: The Motherboard Chapter 4: BIOS Chapter 5: Bus Structures Chapter 6: Microprocessors Chapter 7: Memory Systems Chapter 8: Storing Data Chapter 9: Powering and Cooling the PC Chapter 10: Input/Output Ports Chapter 11: Input Devices Chapter 12: Output Devices Chapter 13: Printers Chapter 14: Portable Systems Chapter 17: Troubleshooting PC Problems Chapter 18: The Hardware Side of Networking Chapter 19: Windows OS Basics Chapter 20: Windows 95, 98, and Me Chapter 21: Windows 2000 Professional Chapter 22: Windows XP Professional Chapter 23: Making the Network Connection Chapter 24: Working with the Network Chapter 25: Sharing the Internet Chapter 26: Troubleshooting System Problems Chapter 1: The 2003 A+ Certification Exams Chapter 2: Basic Electronics and Number Systems Chapter 3: The Motherboard Chapter 4: BIOS Chapter 5: Bus Structures Chapter 6: Microprocessors Chapter 7: Memory Systems Chapter 8: Storing Data Chapter 9: Powering and Cooling the PC Chapter 10: Input/Output Ports Chapter 11: Input Devices Chapter 12: Output Devices Chapter 13: Printers Chapter 17: Troubleshooting PC Problems Chapter 18: The Hardware Side of Networking Chapter 19: Windows OS Basics Chapter 20: Windows 95, 98, and Me Chapter 21: Windows 2000 Professional Chapter 22: Windows XP Professional Chapter 23: Making the Network Connection Chapter 26: Troubleshooting System Problems Chapter 2: Basic Electronics and Number Systems Chapter 4: BIOS Chapter 5: Bus Structures Chapter 8: Storing Data Chapter 12: Output Devices Chapter 13: Printers Chapter 14: Portable Systems Chapter 15: Taking a PC Apart (And Putting It Back Together Again) Chapter 16: Keeping the PC Running Chapter 18: The Hardware Side of Networking Chapter 19: Windows OS Basics Chapter 21: Windows 2000 Professional Chapter 23: Making the Network Connection Chapter 24: Working with the Network Chapter 2: Basic Electronics and Number Systems Chapter 3: The Motherboard Chapter 4: BIOS Chapter 5: Bus Structures Chapter 6: Microprocessors Chapter 7: Memory Systems Chapter 8: Storing Data Chapter 9: Powering and Cooling the PC Chapter 10: Input/Output Ports Chapter 11: Input Devices Chapter 12: Output Devices Chapter 13: Printers Chapter 14: Portable Systems Chapter 15: Taking a PC Apart (And Putting It Back Together Again) Chapter 16: Keeping the PC Running Chapter 17: Troubleshooting PC Problems Chapter 18: The Hardware Side of Networking Chapter 19: Windows OS Basics Chapter 20: Windows 95, 98, and Me Chapter 21: Windows 2000 Professional Chapter 22: Windows XP Professional Chapter 23: Making the Network Connection Chapter 24: Working with the Network Chapter 25: Sharing the Internet Chapter 26: Troubleshooting System Problems
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