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Index
About This E-Book
Title Page
Copyright Page
Contents at a Glance
Contents
About the Author
Dedication
Acknowledgments
Fotolia Image Credits
We Want to Hear from You!
Introduction
What’s New in the Seventh Edition?
Organization of the Text
Features of This Book
Key Terms
Chapter Summary
Companion Website
CompTIA A+ Exam Objectives
CompTIA®
Becoming a CompTIA Certified IT Professional is Easy
Why Get CompTIA Certified?
Growing Demand
Higher Salaries
Verified Strengths
Universal Skills
Learn more: Certification.CompTIA.org/aplus
Part I: CompTIA 220-901 Exam Focus
1. Intro to the World of IT
Who Needs This Book?
Technician Qualities
Breaking into IT with the CompTIA A+ Certification
Basic Skills for This Course
Searching for Information on the Internet
Capturing Files
Creating a Text File
Types of Computers
Basic Computer Parts
Mice and Keyboards
Mouse and Keyboard Preventive Maintenance
Keyboard/Mouse Troubleshooting
1s and 0s
Safety Notes
Chapter Summary
Key Terms
Review Questions
Exercises
Exercise 1.1 Identifying Tower Computer Parts
Exercise 1.2 Identifying Computer Parts
Activities
Internet Discovery
Soft Skills
Critical Thinking Skills
Labs
Lab 1.1 Getting Started in Windows 7
Lab 1.2 Getting Started in Windows 8
Lab 1.3 Getting Started in Windows 10
Lab 1.4 Using a Search Engine
Lab 1.5 Screen Capture with Snipping Tool
Lab 1.6 Creating a Text File
2. Connectivity
Introduction to Connectivity
External Connectivity
Mouse and Keyboard Ports
Video Ports
Video Graphics Array (VGA)
Digital Visual Interface (DVI)
DisplayPort
Thunderbolt
High-Definition Multimedia Interface (HDMI)
High-Bandwidth Digital Content (HDCP)
Bayonet Neill-Concelman (BNC)
USB Ports
USB Versions
USB Cables
USB Connectors
USB Hubs
USB Converters
Other USB Types
Installing Extra USB Ports
Audio Ports
IEEE 1394 (FireWire) Ports
eSATA Ports
Network Ports
Modem Ports
Integrated Motherboard Ports
Getting to Know Ports
Wireless Connectivity for Input Devices
Soft Skills—Use Appropriate Titles
Chapter Summary
Key Terms
Review Questions
Exercises
Exercise 2.1 Computer Port Identification
Exercise 2.2 More Computer Port Identification
Exercise 2.3 Display Port Identification
Activities
Internet Discovery
Soft Skills
Critical Thinking Skills
Labs
Lab 2.1 Port Identification
Lab 2.2 Device/Port Identification
3. On the Motherboard
On the Motherboard Overview
Processor Overview
Processor Basics
Buses
ALUs
Pipelines
Speeding Up Processor Operations Overview
Cache
Clocking
Threading Technology
Connecting to the Processor
Multi-Core Processors
Graphics Processing Unit (GPU)
Virtualization
Intel Processors
CPU Sockets
AMD Processors
Processor Cooling
Installing a Processor
Upgrading Processors
Overclocking Processors
Installing CPU Thermal Solutions
Troubleshooting Processor Issues
Expansion Slots
PCI (Peripheral Component Interconnect)
AGP (Accelerated Graphics Port)
PCIe (Peripheral Component Interconnect Express)
Chipsets
Types of Motherboards
Upgrading and Replacing Motherboards
Motherboard Troubleshooting
Soft Skills—Active Listening
Chapter Summary
Key Terms
Review Questions
Exercises
Exercise 3.1 ATX Motherboard Parts Identification Exercise
Exercise 3.2 Motherboard Analysis
Activities
Internet Discovery
Soft Skills
Critical Thinking Skills
Labs
Lab 3.1 Using Windows to Discover Processor Information
Lab 3.2 Processor Speed, Processor Socket, and Ports
4. Introduction to Configuration
Configuration Overview
BIOS Overview
The Setup Program
Flash BIOS
UEFI
UEFI/BIOS Configuration Settings
CMOS Memory
Motherboard Battery
Flashing the BIOS
Clearing CMOS
Other Configuration Parameters
IRQ
PCI/PCIe Interrupts
I/O (Input/Output) Addresses
Memory Addresses
Hardware Configuration Overview
Installing Drivers
Installing a USB Device
Installing/Configuring USB Cards
Installing/Configuring FireWire Cards
Troubleshooting Configurations
Troubleshooting USB
IEEE 1394 Troubleshooting
Soft Skills—A Good Technician Quality: One Thing at a Time
Chapter Summary
Key Terms
Review Questions
Activities
Internet Discovery
Soft Skills
Critical Thinking Skills
Labs
Lab 4.1 Configuration Method Exercise and Review
Lab 4.2 Examining BIOS options
Lab 4.3 Accessing BIOS/UEFI through Windows 8 or 10
Lab 4.4 System Resource Configuration through the Setup Program
Lab 4.5 Examining System Resources by Using Windows
Lab 4.6 Device Drivers
5. Disassembly and Power
Disassembly Overview
Electrostatic Discharge (ESD)
Electromagnetic Interference (EMI)
Tools
Disassembly
Step 1. Remove Power and External Cables
Step 2. Open the Case
Step 3. Remove Internal Cables and Connectors
Step 4. Remove Adapters
Step 5. Remove Storage Devices
Step 6. Remove Motherboard
All-in-One Computers
Reassembly
Preventive Maintenance
Basic Electronics Overview
Electronics: Terminology
Power Supply Overview
Power Supply Form Factors
Purposes of a Power Supply
Advanced Configuration and Power Interface (ACPI)
Replacing or Upgrading a Power Supply
Choosing a Power Supply
Adverse Power Conditions
Adverse Power Protection
Surge Protectors
Line Conditioners
Battery Backup
UPSes
Standby Power Supply (SPS)
Comparison of UPS and SPS
Phone Line Isolator
Symptoms of Power Supply Problems
Power Supply Voltages
Solving Power Supply Problems
Soft Skills—Written Communications Skills
Chapter Summary
Key Terms
Review Questions
Exercises
Exercise 5.1 Identify power supply connectors
Exercise 5.2 Recognizing Computer Replacement Parts
Activities
Internet Discovery
Soft Skills
Critical Thinking Skills
Labs
Lab 5.1 Performing Maintenance on an Anti-static Wrist Strap
Lab 5.2 Computer Disassembly/Reassembly
Lab 5.3 Amps and Wattage
Lab 5.4 Continuity Check
Lab 5.5 Pin-Out Diagramming
Lab 5.6 Fuse Check
Lab 5.7 Using a Multimeter
Lab 5.8 Wall Outlet and Power Cord AC Voltage Check
Lab 5.9 Device DC Voltage Check
Lab 5.10 Windows Vista/7 Power Options
Lab 5.11 Windows 8/10 Power Options
6. Memory
Memory Overview
Memory Physical Packaging
Planning the Memory Installation
Planning the Memory Installation—Memory Module Types
Planning the Memory Installation—Memory Features
Planning for Memory—Amount of Memory to Install
Planning for Memory—How Many of Each Memory Type?
Planning for Memory—Researching and Buying Memory
Installing Memory Overview
Removing/Installing Memory
Adding More Cache/RAM
Windows Disk Caching
Monitoring Memory Usage under Windows
Older Applications under Windows
Troubleshooting Memory Problems
Flash Memory
Soft Skills—Teamwork
Chapter Summary
Key Terms
Review Questions
Exercises
Exercise 6.1 Configuring Memory on Paper
Exercise 6.2 Configuring Memory on Paper
Exercise 6.3 Configuring Memory on Paper
Exercise 6.4 Configuring Memory on Paper
Activities
Internet Discovery
Soft Skills
Critical Thinking Skills
Labs
Lab 6.1 Examining Memory Resources Using Device Manager in Windows 7/8
Lab 6.2 Examining Memory Resources Using Device Manager in Windows 10
Lab 6.3 Using the System Information Tool in Windows 7 to View Memory
Lab 6.4 Using the System Information Tool in Windows 8/10 to View Memory
Lab 6.5 Using Windows 7 Task Manager to View Memory
Lab 6.6 Using Windows 8/10 Task Manager to View Memory
7. Storage Devices
Storage Devices Overview
Hard Drive Overview
Magnetic Hard Drive Geometry
Solid State Drive (SSD) Overview
Hard Drive Interfaces Overview
Integrated Drive Electronics (IDE)
Storage Device Configuration Overview
PATA Physical Installation
SATA Physical Installation
SSD Physical Installation
System BIOS/UEFI Configuration for Hard Drives
Hard Drive Preparation Overview
Partitioning
How Drive Letters Are Assigned
High-Level Formatting
Windows Disk Management
Fault Tolerance
Removable Drive Storage
Windows Storage Spaces
Disk Caching/Virtual Memory
Troubleshooting Storage Devices Overview
Slow Performance
Troubleshooting New Storage Device Installation
Troubleshooting Previously Installed Storage Devices
RAID Issues
SSD Issues
Soft Skills—Phone Skills
Chapter Summary
Key Terms
Review Questions
Exercises
Exercise 7.1 Configuring a PATA IDE Hard Drive on Paper
Exercise 7.2 Configuring a SATA Hard Drive on Paper
Activities
Internet Discovery
Soft Skills
Critical Thinking Skills
Labs
Lab 7.1 Installing a Second PATA Hard Drive and Creating Two Volumes
Lab 7.2 Installing a Second SATA Hard Drive and Creating Two Volumes
Lab 7.3 Installing an External Hard Drive and Creating Two Volumes
Lab 7.4 Installing a PATA/SATA Hard Drive with the Windows 7/8/10 Disk Management Tool, diskpart, and convert
Lab 7.5 Striping and Spanning Using Windows
Lab 7.6 Windows Vista Hard Disk Tools
Lab 7.7 Windows 7 Hard Disk Tools
Lab 7.8 Windows 8/10 Hard Disk Tools
Lab 7.9 Windows 8/10 Storage Spaces
8. Multimedia Devices
Multimedia Overview
Optical Disk Drive Overview
Optical Drive Features
Optical Drive Interfaces and Connections
Optical Drive Installation
Troubleshooting Optical Drive Issues
Preventive Maintenance for ODDs and Discs
Introduction to Audio
Theory of Sound Card Operation
Installing Sound Cards
Sound Cards Using Windows
Speakers
Troubleshooting Sound Problems
Scanners
Video Recording
Installing and Configuring Other Peripheral Devices
Barcode Scanners
Biometric Devices
Game Pad, Joystick, and Motion Sensors
Digitizers
Smart Card Readers
Soft Skills—Attitude
Chapter Summary
Key Terms
Review Questions
Exercise
Exercise 8.1 Multimedia Device Research
Activities
Internet Discovery
Soft Skills
Critical Thinking Skills
Labs
Lab 8.1 Sound and Optical Drives in Windows
Lab 8.2 Optical Drive Installation Lab
Lab 8.3 DirectX Diagnostics in Windows 7, 8, or 10
Lab 8.4 Installing a Sound Card and Speakers in Windows 7, 8, or 10
Lab 8.5 Installing a USB Scanner
Lab 8.6 Changing the Drive Letter of an Optical Drive Using the Disk Management and diskpart Utility
9. Video Technologies
Video Overview
Types of Video Output Devices
Touch Screens
Video Terminology and Theory
LCD
Video Ports and Cables
Smart TV and Set Top Box Configuration
Multiple Displays
KVMs
Projectors
Display Preventive Maintenance
Monitor Energy Efficiency
Privacy
Video Adapters
Specialized Video Cards
Video Memory
Installing a Video Adapter
Troubleshooting Video
Soft Skills—Change Perspective When Troubleshooting
Chapter Summary
Key Terms
Review Questions
Exercises
Exercise 9.1 Video Memory
Activities
Internet Discovery
Soft Skills
Critical Thinking Skills
Labs
Lab 9.1 Exploring Video in Windows 7
Lab 9.2 Exploring Video in Windows 8
Lab 9.3 Exploring Video in Windows 10
Lab 9.4 Configuring a Second Monitor Attached to a Vista PC
Lab 9.5 Configuring a Second Monitor Attached to a Windows 7 PC
Lab 9.6 Configuring a Second Monitor Attached to a Windows 8/10 PC
Lab 9.7 Determining the Minimum Video Memory Installed on a Vista PC
Lab 9.8 Exploring Video Memory on a Windows 7, 8, or 10 Computer
Lab 9.9 Using DirectX Diagnostics to Explore Video
10. Printers
Printers Overview
Printer Ports
Categories of Printers
Impact Printers
Inkjet Printers
Laser Printers
Thermal Printers
3-D Printers
Paper
Virtual Printing
Refilling Cartridges, Re-inking Ribbons, and Recycling Cartridges
Upgrading Printers
Printer Maintenance
Impact Printer Maintenance
Inkjet Printer Maintenance
Laser Printer Maintenance
Thermal Printer Maintenance
Printer Maintenance Conclusion
USB Printer Installation
Installing a Local Printer
Printers in the Windows Environment
Printing Device Sharing
Sharing Through Windows
Wireless Printers
Print Servers
Accessing a Network, Wireless, or Bluetooth Printer
Cloud Printing
Printing Data Privacy
General Printer Troubleshooting
USB-Attached Printer Troubleshooting
Windows Printer Troubleshooting
Impact Printer Troubleshooting
Inkjet Printer Troubleshooting
Laser Printer Troubleshooting
Soft Skills—Work Ethics
Chapter Summary
Key Terms
Review Questions
Exercises
Exercise10.1 Research a Local Printer
Activities
Internet Discovery
Soft Skills
Critical Thinking Skills
Labs
Lab 10.1 Installing a Generic/Text-Only Print Driver on a Windows Vista, 7, 8, or 10 Computer
Lab 10.2 Installing a Local Printer on a Windows Vista/7/8/10 Computer
Lab 10.3 Explore a Windows Vista, 7, 8, or 10 Printer
11. Mobile Devices
Mobile Device Overview
Mobile Operating System Basics and Features
Mobile Storage
Mobile Wearable Technology Devices
Mobile Accessories
Using Mobile Devices
Interacting with a Mobile Operating System
Cell Phones
IMEI and IMSI
PRI and PRL Updates
Baseband Updates and Radio Firmware
Mobile Apps
Common Apps and Features
Obtaining, Installing, and Removing Apps
Mobile Device Wired Connectivity
Mobile USB and Lightning Ports
Mobile Device Wireless Connectivity
Bluetooth
IEEE 802.11 Wireless
Airplane Mode
Hotspot/Tethering
Near Field Communication (NFC)
Infrared
Cellular Data
VPN
Mobile Device Email Configuration
Mobile Device Synchronization and Backup
Synchronization Methods
Synchronization Connection Types
Synchronization on Android Devices
Synchronization on iOS Devices
Back Up and Restore Overview
Other Mobile Software Tools
Mobile Device Management
Mobile Antimalware
App Scanner
Wi-Fi Analyzer
Cell Tower Analyzer
Laptops Overview
Laptop Hardware
External Laptop Devices
Other Laptop Expansion Options
Laptop Power
Laptop Battery Removal
Getting the Most from Your Laptop Battery
Laptop Repairs Overview
Laptop System Board/Processor Replacement
Laptop Keyboards/Touchpad
Laptop Memory
Planning the Laptop Memory Upgrade
Laptop Memory Removal/Installation
Laptop Storage
Internal Drives
External Drives
Hard Drive Replacement
Hard Drive Upgrade to SSD
Optical Drive Replacement
Laptop Wireless Card Replacement
Laptop DC Jack Replacement
Mobile Device Sound
Laptop Display
Mobile Device Security
Failed Login Attempts or Unauthorized Account Access
Unauthorized Location Tracking
Leaked Personal Files or Data
Unauthorized Camera/Microphone Activation
Data Transmission Over Limit
Unauthorized Root Access
Mobile Device Travel and Storage
Mobile Device Troubleshooting Overview
Hard and Soft Resets
Mobile Device App Concerns
Apps Not Installing
Apps Not Loading
Unable to Decrypt Email
Mobile Device Keyboard/Trackpad Issues
Keyboard Issues
Trackpad Issues
Mobile Device Display Issues
Dim Display, No Display, or Flickering Display
Touch Screen Does Not Respond or Is Inaccurate
Slow Performance
Mobile Device Power Issues
Extremely Short Battery Life
Battery Not Charging
No Power or Frozen System
Overheating—Warm/Hot to the Touch
Mobile Device Sound Issues
Mobile Device Network Issues
Wi-Fi Issues
GPS Issues
Bluetooth Issues
Soft Skills—A Word about Appearance
Chapter Summary
Key Terms
Review Questions
Exercises
Exercise 11.1 Identifying Laptop Parts
Exercise 11.2 Common Laptop Keys
Activities
Internet Discovery
Soft Skills
Critical Thinking Skills
Labs
Lab 11.1 Backing Up an iOS Device to a PC or Mac Using iTunes
Lab 11.2 Determining Memory Resources in an iOS-Based Device
Lab 11.3 Determining Memory Resources in an Android-Based Device
Lab 11.4 Managing Files on a Mobile Device
Lab 11.5 Connecting a Mobile Device to a Wi-Fi network
12. Computer Design and Troubleshooting Review
Design Overview
Computer System Design
CAD/CAM and Graphics Design Workstations
Gaming PCs
Audio/Video Editing Workstations
Virtualization Workstations
Thin Client Workstations
Thick Client Workstations
Home Theater PCs
Home Servers
Industrial Computers
Mobile Computers
Motherboard and Associated Component Design
Power Supply and Case Design
Storage Subsystem Design
Audio Subsystem Design
Display Subsystem Design
Mobility Design
Troubleshooting Overview
Identify the Problem
Establish a Theory of Probable Cause
The Boot Process
POST Codes
Other Diagnostics
Hardware Errors
Intermittent Device Failure
Software Errors
Test the Theory to Determine Cause
Establish a Plan of Action and Implement the Solution
Verify Full System Functionality and Implement Preventive Measures
Document Findings, Actions, and Outcomes and Provide Feedback
Sample Troubleshooting Flowcharts
Soft Skills—Dealing with Irate Customers
Chapter Summary
Key Terms
Review Questions
Exercises
Exercise 12.1 Computer System Design
Exercise 12.2 Design Components
Exercise 12.3 Subsystem Design Components
Activities
Internet Discovery
Soft Skills
Critical Thinking Skills
Labs
Lab 12.1 Logical Troubleshooting
13. Internet Connectivity
Internet Connectivity Overview
Modems Overview
Serial Communication Overview
How to Configure Traditional Serial Devices
56Kb/s Modems
Fax Modems
Digital Modems and ISDN
VoIP
Cable Modems
Fiber Networks
Cable Mode Transmissions
xDSL Modems
Troubleshooting Cable and DSL Modems
Satellite Modems
Modem Preventive Maintenance
Mobile Connectivity
WiMAX
Web Browsers
Internet Options General Tab
Internet Options Security Tab
Internet Options Privacy Tab
Internet Options Content Tab
Internet Options Connections Tab
Internet Options Programs Tab
Internet Options Advanced Tab
Basic Web Browser Issues
Hijacked Browser
Slow Browser
Soft Skills—Mentoring
Chapter Summary
Key Terms
Review Questions
Exercises
Exercise 13.1 Exploring Internet Connectivity Options
Exercise 13.2 Exploring the Internet Options tab
Activities
Internet Discovery
Soft Skills
Critical Thinking Skills
Labs
Lab 13.1 Exploring Serial Devices in Windows Vista/7
Modems
Lab 13.2 Windows 7 Internal or External Modem Installation
Internal Modem Installation
External Modem Installation
Both Modem Installation Types
Lab 13.3 Introduction to Internet Explorer (IE) Configuration
14. Networking
Networking Overview
Attaching to Different Types of Networks
Network Topologies
Ethernet Star Topology
Network Media Overview
Copper Media
Twisted Pair Cable Overview
Terminating Twisted Pair Cable
Twisted Pair Cable in the Corporate Environment
Coaxial Cable
Splitter
Fiber Media
Protecting Your Network and Cable Investment
Network Cabling and Troubleshooting Tools
Ethernet Concepts
Ethernet over Power
The OSI Model
The TCP/IP Model
Network Addressing
IP Addressing
Subnet Mask
Wireless Networks Overview
Bluetooth
Wireless Network Components
Power over Ethernet (PoE)
Wireless Network Design
Antenna Basics
Wireless Network Standards
Wired or Wireless NIC Installation
Configuring an IP Address Overview
Statically Configuring an IP Address
Using DHCP
APIPA
Alternative IP Address
Default Gateway
DNS
Wireless NIC-Specific Settings
Advanced NIC Properties
NIC Configuration When Using Virtualization
Wireless AP/Router Basic Configuration
WWAN Cellular Configuration
Network Troubleshooting
The ping Command
The ipconfig Command
The netdom command
NIC Troubleshooting
Network Printers
Network Printer Troubleshooting
Network Servers
Embedded and Legacy Systems
Network Terminology
The TCP/IP Model in Action
Using the Network and Sharing Center Control Panel
Introduction to Shared Folders
Using the Share Tab
Mapping to a Share
Creating a HomeGroup
Network Connectivity
Cloud Technologies
Soft Skills—Being Proactive
Chapter Summary
Key Terms
Review Questions
Exercises
Exercise 14.1 Wireless AP Paper Configuration
Exercise 14.2 T568B Color Sequence
Exercise 14.3 Network Device Recognition
Exercise 14.4 Identifying Basic Wireless Network Parts
Exercise 14.5 Wireless Network Case Study
Exercise 14.6 Network Number and Broadcast Address Practice Lab
Exercise 14.7 CIDR Notation Practice Lab
Activities
Internet Discovery
Soft Skills
Critical Thinking Skills
Labs
Lab 14.1 Creating a Straight-Through CAT 5, 5e, or 6 Network Patch Cable
Lab 14.2 Creating a CAT 5, 5e, or 6 Crossover Network Cable
Lab 14.3 Exploring NIC Properties with Windows 7, 8, or 10
Lab 14.4 Networking with Windows 7, 8, or 10
Lab 14.5 Connecting to a Windows Vista/7 Shared or Networked Printer
Lab 14.6 Connecting to a Windows 8 Shared or Networked Printer
Lab 14.7 Connecting to a Windows 10 Shared or Networked Printer
Lab 14.8 Installing a Wireless NIC
Lab 14.9 Configuring a Wireless Network
Lab 14.10 FTP Server and Client
Part II: CompTIA 220-902 Exam Focus
15. Basic Windows
Basic Operating Systems Overview
Basic Windows Usage Overview
Windows Desktop/Start Screen
Shortcuts and Tiles
Recycle Bin
Windows Vista/7 Desktop Components
Windows 8 Desktop/Start Screen Components
Windows 10 Desktop Components
Windows 10 Task View
Interactions Within a Window
Managing Windows Files and Folders
Filenames and Extensions
Windows Explorer/File Explorer Path
Searches and Indexing
Modifying the Index Locations
Attributes, Compression, and Encryption
Introduction to Windows Control Panels
Determining the Windows Version
Windows Registry
Editing the Windows Registry
Backing Up Data
Recovering the Windows OS
WinRE
Virtualization Basics
Command Prompt Overview
Command Prompt Basics
Moving Around from a Command Prompt
The DIR Command
The MD and RD Commands
The DEL Command
The TYPE Command
Copying Files
The ATTRIB Command
Why Learn Commands?
PowerShell
Other Commands You Should Look Over
Command Format
Soft Skills—Staying Current
Chapter Summary
Key Terms
Review Questions
Exercises
Exercise 15.1
Exercise 15.2
Activities
Internet Discovery
Soft Skills
Critical Thinking Skills
Labs
Lab 15.1 Windows Vista/7 Basic Usage
Lab 15.2 Modifying the Windows Vista/7 Start Button
Lab 15.3 Windows 8.1 Basic Usage—Introduction to the Start Screen
Lab 15.4 Windows 8.1 Basic Usage—Introduction to PC Settings
Lab 15.5 Windows 8.1 Basic Usage—Working with the Traditional Desktop and Control Panels
Lab 15.6 Windows 10 Basic Usage—Introduction to the Start Screen
Lab 15.7 Windows 10 Basic Usage—Introduction to Settings
Lab 15.8 Windows 10 Basic Usage—Working with Control Panels
Lab 15.9 Windows Vista/7 Taskbar Options
Lab 15.10 Windows 8/8.1 Taskbar Options
Lab 15.11 Windows 10 Taskbar Options
Lab 15.12 Windows Vista/7 File and Folder Management
Lab 15.13 Windows 8/10 File and Folder Management
Lab 15.14 Windows Vista/7 File Extension
Lab 15.15 Windows Vista/7/8/10 Attributes, Compression, and Encryption
Lab 15.16 Using REGEDIT in Windows Vista/7/8/10
Lab 15.17 Basic Commands from a Command Prompt
Lab 15.18 The COPY, MD, DEL, and RD Commands
Lab 15.19 The ATTRIB Command and Moving Around in the Directory Structure
Lab 15.20 Windows 7/10 Backup Software and the Archive Bit
Lab 15.21 Windows 7 Backup Tool
Lab 15.22 Windows 8.1 File History Utility
Lab 15.23 Windows 10 File History Utility
Lab 15.24 Creating a Windows 7 System Repair Disc
Lab 15.25 Creating a Windows 7 System Image Disc
Lab 15.26 Creating a Windows 8.1/10 System Recovery Drive
(Optional)
Using the System Recovery Drive in Windows 8.1
16. Windows Vista, 7, 8, and 10
Windows Vista/7/8/10 Overview
Windows Vista/7/8/10 Versions
32- or 64-Bit OS
Preinstallation of Windows
Upgrade or Clean Install
Windows Upgrade Advisor
Easy Transfer and USMT
Compatibility Mode
Virtual XP Mode
More Than One Operating System?
Planning Drive Space
Hardware
Obtain Drivers
Back Up Before an OS Installation
Security Scan
Disable Interfering Software
Installation/Upgrade of Windows
Corporate Windows Deployment
Verifying the Installation
Troubleshooting a Windows Installation
Dual-Booting Windows
Virtualization
Reloading Windows
Windows Updates
Backing Up the Windows Registry and Data
Configuring Windows Overview
Configuring Windows
Adding Devices
Devices and Printers Control Panel
Device Manager
Audio Devices
Display/Display Settings
Troubleshooting a Device That Does Not Work or Is Not Detected
More Troubleshooting—Using Wizards and Troubleshooting Links
Installing/Removing Software
Programs and Features
Microsoft Management Console
Computer Management Console
System Tools
Task Scheduler
Event Viewer
Shared Folders
Local Users and Groups
UAC
Device Manager
Managing Storage
Disk Maintenance
Managing Services and Applications
Data Sources (ODBC)
Print Management Console
Overview of the Windows Boot Process
Speeding Up the Windows Boot Process
Troubleshooting the Windows Boot Process
WinRE
System Restore
Advanced Boot Options/Startup Settings Menu
System Configuration Utility
Task Manager
Troubleshooting a Service That Does Not Start
Windows Reboots
Shutdown Problems
Monitoring System Performance
Using Task Manager to Measure Performance
Performance Monitor
Resource Monitor
Supporting Windows Computers Remotely
Preventive Maintenance for Your Operating System
Soft Skills—Avoiding Burnout
Chapter Summary
Key Terms
Review Questions
Exercises
Exercise 16.1 Windows Tools
Activities
Internet Discovery
Soft Skills
Critical Thinking Skills
Labs
Lab 16.1 Windows 7 Installation
Lab 16.2 Installing VMware Workstation
Lab 16.3 Installing Windows into a VMware Workstation Virtual Machine
Lab 16.4 Working with a VMware Workstation Virtual Machine
Lab 16.5 Windows Registry Modification
Lab 16.6 Windows 7 Backup
Lab 16.7 Windows Update Utility
Lab 16.8 Configuring Windows 7, 8, and 10 for Ease of Access
Lab 16.9 Windows System Restore Utility
Lab 16.10 Upgrading a Hardware Driver and Using Driver Roll Back
Lab 16.11 Disabling a Hardware Driver
Lab 16.12 Installing Hardware
Lab 16.13 Installing and Removing Windows Components
Lab 16.14 Microsoft Management Console
Lab 16.15 Exploring Windows Boot Options
Lab 16.16 Windows System Configuration Utility
Lab 16.17 Halting an Application Using Task Manager
Lab 16.18 Using Event Viewer
Lab 16.19 Using Task Manager to View Performance
Lab 16.20 Performance and Reliability in Windows 7, 8, and 10
Lab 16.21 Windows Remote Desktop
Lab 16.22 Windows Task Scheduler in Windows 7, 8, and 10
Lab 16.23 Windows 8 Upgrade
Lab 16.24 Windows 10 Upgrade
17. OS X and Linux Operating Systems
Introduction to OS X
Navigating the User Interface
Basic System Usage, Updates, and Backups
App Store
Share a Mac Screen
System Updates
Time Machine
Force Quit
Remote Disc
Management and Troubleshooting Tools
Utilities
Activity Monitor
Console
Kernel Panic
System Information
Keychain Access
Disk Utility
vBoot Camp
Terminal
Introduction to Linux
Navigating the User Interface
Basic System Usage, Updates, and Backups
Command-Line Interface
Shutting Down the System
passwd Versus pwd
Network Configuration
Viewing Processes
Obtaining Software via the CLI
Copying Data
Finding Files
Missing GRUB/LILO
OS X and Linux Best Practices
Soft Skills—Be Humble
Chapter Summary
Key Terms
Review Questions
Exercises
Exercise 17.1
Exercise 17.2
Activities
Internet Discovery
Soft Skills
Critical Thinking Skills
Labs
Lab 17.1 Using the OS X Graphical User Interface
Lab 17.2. Using the OS X Terminal and Time Machine
Lab 17.3 Using Ubuntu Live DVD
Lab 17.4 Ubuntu Command Line
18. Computer and Network Security
Security Overview
Security Policy
Physical Security
Document Security
Multifactor Authentication
Biometrics
Digital Security
BIOS/UEFI
Operating System Passwords
User Education
Licensing
Personally Identifiable Information
Security Threats and Vulnerabilities
Social Engineering
Phishing
Security Attacks
Workgroups and Domains
Protecting Access to Local and Network Resources
Local and Group Policies
Permissions
Share Permissions
Local and Administrative Shares
Public Folder
Libraries
NTFS Permissions
File Attributes
Getting the Job Done with the Correct Permissions
Folder Options
Protecting the Operating System and Data
Backups
BitLocker
Full Device Encryption
AutoRun and AutoPlay
Dealing with Mechanical Hard Drives
EFS
Data Execution Prevention (DEP)
Internet Security
Malware Removal
Email Issues
Digital Security Certificates
Proxy Server
Firewall
Windows Firewall and Advanced Security
VPN Configuration
Internet Appliances
Wireless Network Security Overview
Wireless Authentication and Encryption
WPS
MAC Filtering
Default Settings
Firmware
SSID Broadcasting
Wireless AP Installation Checklist
Wireless Security Conclusion
Wireless Network Troubleshooting
Security Incident Reporting
A Final Word About Security
Soft Skills: Building Customer Trust
Chapter Summary
Key Terms
Review Questions
Exercises
Exercise 18.1
Exercise 18.2
Activities
Internet Discovery
Soft Skills
Critical Thinking Skills
Labs
Lab 18.1 Encrypting a File and Folder in Windows
Lab 18.2 Using Windows 7/8/10 System Protection
Lab 18.3 Sharing a Folder in Windows 7
Lab 18.4 Sharing a Folder in Windows 8/10
Lab 18.5 Creating a Local Security Policy for Passwords
Lab 18.6 Creating a Local Security Policy for Passwords in Windows 8/10
Lab 18.7 Windows Defender in Windows 7
Lab 18.8 Windows Defender in Windows 8/10
Lab 18.9 Sharing Files with Windows 8/10 Public Folders
Lab 18.10 Configuring a Secure Wireless Network
19. Operational Procedures
Operational Procedures Overview
Workplace Safety Precautions and Procedures
OSHA
Computer Disposal/Recycling
Toner Safety and Disposal
Proper Component Handling and Storage
Battery Backup
Step 1: Identify the Problem—Question the User/Perform Backups
Step 2: Establish a Theory of Probable Cause (Question the Obvious)
Step 3: Test Your Theory to Determine the Cause
Step 4: Establish Your Plan of Action and Implement It
Step 5: Verify Full System Functionality and if Applicable, Implement Preventive Measures
Step 6: Document Findings, Actions, and Outcomes
Communication Skills
Chapter Summary
Key Terms
Review Questions
Exercises
Exercise 19.1 Determine the Troubleshooting Theory Step
Activities
Internet Discovery
Soft Skills
Critical Thinking Skills
A. Subnetting Basics
Labs
Lab A.1 Subnet Practice Lab
Glossary
Index
Code Snippets
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