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IT Essentials: (Companion Guide)

Name: IT Essentials: (Companion Guide)
Brand: Bookswagon.ae
Price: 197 AED
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ISBN: 9780133256659

(Digital download) | Released: 12 Jun 2013

By: Cisco Networking Academy (Author) | Publisher: Pearson Education (US) | Publisher Imprint: Cisco Press

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IT Essentials: (Companion Guide)
(Companion Guide)
Format: Digital download

About the Book

IT Essentials: PC Hardware and Software Companion Guide, Fifth Edition IT Essentials: PC Hardware and Software Companion Guide, Fifth Edition, supports the Cisco Networking Academy IT Essentials: PC Hardware and Software version 5 course. The course is designed for Cisco Networking Academy students who want to pursue careers in IT and learn how computers work, how to assemble computers, and how to safely and securely troubleshoot hardware and software issues. As CompTIA Approved Quality Content, the course also helps you prepare for the CompTIA A+ certification exams 220-801 and 220-802. CompTIA A+ 220-801 covers the fundamentals of computer technology, installation and configuration of PCs, laptops, related hardware, and basic networking. CompTIA A+ 220-802 covers the skills required to install and configure PC operating systems and configure common features, such as network connectivity and email for Android and Apple iOS mobile operating systems. Students must pass both exams to earn the CompTIA A+ certification. The features of the Companion Guide are designed to help you study and succeed in this course: -- Chapter objectives—Review core concepts by answering the focus questions listed at the beginning of each chapter. -- Key terms—Refer to the updated lists of networking vocabulary introduced, and turn to the highlighted terms in context. -- Course section numbering—Follow along with the course heading numbers to easily jump online to complete labs, activities, and quizzes referred to within the text. -- Check Your Understanding Questions and Answer Key—Evaluate your readiness with the updated end-of-chapter questions that match the style of questions you see on the online course quizzes. -- Glossary in the back of the book to define Key Terms The lab icon in the Companion Guide indicates when there is a hands-on Lab or Worksheet to do. The Labs and Worksheets are compiled and published in the separate book, IT Essentials: PC Hardware and Software Lab Manual, Fifth Edition. With more than 1300 pages of activities, including Windows 7, Windows Vista, and Windows XP variations covered in the CompTIA A+ exam objectives, practicing and performing these tasks will reinforce the concepts and help you become a successful PC technician.

Table of Contents:
Introduction xxiv Chapter 1 Introduction to the Personal Computer 1 Objectives 1 Key Terms 1 Introduction (1.0.1) 4 Cases and Power Supplies (1.1.1) 4 Computer Cases (1.1.1.1) 4 Power Supplies (1.1.1.2) 6 Connectors 7 Electricity and Ohm’s Law (1.1.1.3) 8 Internal PC Components (1.1.2) 11 Motherboards (1.1.2.1) 11 CPUs (1.1.2.2) 13 Cooling Systems (1.1.2.3) 16 ROM and RAM 18 ROM (1.1.2.4) 18 RAM (1.1.2.5) 19 Memory Modules (1.1.2.6) 20 Cache Memory 22 Error Checking 22 Adapter Cards and Expansion Slots (1.1.2.7) 22 Storage Devices and RAID (1.1.2.8) 25 Floppy Drive 26 Hard Drive 26 Tape Drive 27 Optical Drive 27 External Flash Drive 28 Types of Drive Interfaces 28 Internal Cables (1.1.2.9) 30 External Ports and Cables (1.1.3) 31 Video Ports and Cables (1.1.3.1) 31 Other Ports and Cables (1.1.3.2) 35 Serial Ports and Cables 35 Modem Ports and Cables 36 USB Ports and Cables 36 FireWire Ports and Cables 37 Parallel Ports and Cables 38 eSATA Data Cables 38 SCSI Ports and Cables 38 Network Ports and Cables 39 PS/2 Ports 40 Audio Ports 40 Input and Output Devices (1.1.4) 41 Input Devices (1.1.4.1) 41 Mice and Keyboards 41 Gamepads and Joysticks 42 Digital Cameras and Digital Video Cameras 42 Biometric Identification Devices 43 Touchscreens 43 Digitizers 43 Scanners 44 Output Devices (1.1.4.2) 44 Monitors and Projectors 44 All-in-One Printers 46 Speakers and Headphones 46 Monitor Characteristics (1.1.4.3) 46 Connecting Multiple Monitors to a Single Computer 48 Selecting PC Components (1.2.1) 49 Case and Power Supply (1.2.1.1) 49 Selecting Motherboards (1.2.1.2) 50 Selecting the CPU and Heat Sink and Fan Assembly (1.2.1.3) 51 Selecting RAM (1.2.1.4) 53 Selecting Adapter Cards (1.2.1.5) 54 Graphics Cards 54 Sound Cards 55 Storage Controllers 55 I/O Cards 56 NICs 56 Capture Cards 57 Selecting Hard Drives and Floppy Drives (1.2.1.6) 57 Floppy Disk Drive 57 Hard Drives 57 Selecting Solid State Drives and Media Readers (1.2.1.7) 60 Solid State Drives 60 Media Readers 61 Selecting Optical Drives (1.2.1.8) 62 Selecting External Storage (1.2.1.9) 62 Selecting Input and Output Devices (1.2.1.10) 63 Specialized Computer Systems (1.3.1) 64 CAx Workstations (1.3.1.1) 65 Audio and Video Editing Workstations (1.3.1.2) 65 Virtualization Workstations (1.3.1.3) 67 Gaming PCs (1.3.1.4) 68 Home Theater PCs (1.3.1.5) 69 Summary (1.4.1) 71 Summary of Exercises 71 Worksheets 71 Check Your Understanding 72 Chapter 2 Lab Procedures and Tool Use 75 Objectives 75 Key Terms 75 Introduction (2.0.1) 77 Safe Lab Procedures (2.1) 77 General Safety (2.1.1.1) 77 Electrical Safety (2.1.1.2) 78 Fire Safety (2.1.1.3) 78 Procedures to Protect Equipment and Data (2.1.2) 79 ESD and EMI (2.1.2.1) 79 Climate 80 Power Fluctuation Types (2.1.2.2) 80 Power Protection Devices (2.1.2.3) 81 Procedures to Protect the Environment (2.1.3) 82 Material Safety and Data Sheet (2.1.3.1) 82 Equipment Disposal (2.1.3.2) 83 Batteries 83 Monitors 84 Toner Kits, Cartridges, and Developers 84 Chemical Solvents and Aerosol Cans 84 Proper Use of Tools (2.2) 84 Hardware Tools (2.2.1) 84 ESD Tools (2.2.1.2) 85 Hand Tools (2.2.1.3) 85 Cleaning Tools (2.2.1.4) 86 Diagnostic Tools (2.2.1.5) 86 Software Tools (2.2.2) 88 Disk Management Tools (2.2.2.1) 88 Protection Software Tools (2.2.2.2) 89 Organizational Tools (2.2.3) 89 Reference Tools (2.2.3.1) 89 Miscellaneous Tools (2.2.3.2) 91 Demonstrate Proper Tool Use (2.2.4) 92 Antistatic Wrist Strap (2.2.4.1) 92 Antistatic Mat (2.2.4.2) 93 Hand Tools (2.2.4.3) 94 Cleaning Materials (2.2.4.6) 98 Summary (2.3.1) 101 Summary of Exercises 101 Labs 101 Worksheets 102 Check Your Understanding 102 Chapter 3 Computer Assembly 105 Objectives 105 Key Terms 105 Introduction (3.0.1) 106 Open the Case and Install the Power Supply (3.1.1) 106 Open the Case (3.1.1.1) 106 Install the Power Supply (3.1.1.2) 107 Install the Motherboard (3.1.2) 108 Install the CPU, Heat Sink, and Fan Assembly (3.1.2.1) 108 CPU 108 Heat Sink and Fan Assembly 110 Install RAM (3.1.2.2) 111 Install the Motherboard (3.1.2.3) 112 Install the Drives (3.1.3) 113 Install the Internal Drive (3.1.3.1) 113 Install the Optical Drive (3.1.3.2) 113 Install the Floppy Drive (3.1.3.3) 114 Install the Adapter Cards (3.1.4) 115 Types of Adapter Cards (3.1.4.1) 115 Install a NIC (3.1.4.2) 116 Install a Wireless NIC (3.1.4.3) 116 Install a Video Adapter Card (3.1.4.4) 117 Install the Cables (3.1.5) 118 Install the Internal Power Cables (3.1.5.1) 118 Motherboard Power Connections 118 SATA Power Connectors 119 Molex Power Connectors 119 Berg Power Connectors 119 Install the Internal Data Cables (3.1.5.2) 120 PATA Data Cables 120 SATA Data Cables 121 Floppy Data Cables 121 Install the Front Panel Cables (3.1.5.4) 122 Power and Reset Buttons 123 Power and Drive Activity LEDs 124 System Speaker 124 USB 124 Audio 125 Install the Case Assembly (3.1.5.6) 126 Install the External Cables (3.1.5.7) 126 POST and BIOS (3.2.1) 128 BIOS Beep Codes and Setup (3.2.1.1) 128 POST Card 129 BIOS Setup (3.2.1.2) 129 BIOS Configuration (3.2.2) 131 BIOS Component Information (3.2.2.1) 131 BIOS Configurations (3.2.2.2) 131 Time and Date 131 Disabling Devices 132 Boot Order 132 Clock Speed 132 Virtualization 133 BIOS Security Configurations (3.2.2.3) 133 BIOS Hardware Diagnostics and Monitoring (3.2.2.4) 134 Temperatures 134 Fan Speeds 135 Voltages 135 Clock and Bus Speeds 135 Intrusion Detection 136 Built-In Diagnostics 136 Motherboard and Related Components (3.3.1) 137 Motherboard Component Upgrades (3.3.1.1) 137 CPU Installation 138 Jumper Settings 138 CMOS Battery Installation 139 Upgrade the Motherboard (3.3.1.2) 139 BIOS Updates 140 Upgrade CPU and Heat Sink and Fan Assembly (3.3.1.3) 141 Upgrade the RAM (3.3.1.4) 142 Upgrade the BIOS (3.3.1.5) 143 Storage Devices (3.3.2) 144 Upgrade Hard Drives and RAID (3.3.2.1) 144 Input and Output Devices (3.3.3) 147 Upgrade Input and Output Devices (3.3.3.1) 147 Summary (3.4.1.1) 149 Summary of Exercises 149 Virtual Desktop Activities 150 Labs 150 Worksheets 150 Check Your Understanding 151 Chapter 4 Overview of Preventive Maintenance 155 Objectives 155 Key Terms 155 Introduction (4.0.1) 156 Preventive Maintenance (4.1) 156 Benefits of Preventive Maintenance (4.1.1.1) 156 Preventive Maintenance Tasks (4.1.1.2) 157 Hardware 157 Software 157 Clean the Case and Internal Components (4.1.1.3) 158 Inspect Internal Components (4.1.1.4) 159 Environmental Concerns (4.1.1.5) 160 Troubleshooting Process Steps (4.2.1) 160 Introduction to Troubleshooting (4.2.1.1) 161 Data Backup 161 Identify the Problem (4.2.1.2) 162 Conversation Etiquette 162 Open-Ended and Closed-Ended Questions 163 Documenting Responses 163 Beep Codes 163 BIOS Information 164 Event Viewer 164 Device Manager 164 Task Manager 165 Diagnostic Tools 165 Establish a Theory of Probable Cause (4.2.1.3) 166 Test the Theory to Determine Cause (4.2.1.4) 166 Establish a Plan of Action to Resolve the Problem and Implement the Solution (4.2.1.5) 167 Verify Full System Functionality and, If Applicable, Implement Preventive Measures (4.2.1.6) 168 Document Findings, Actions, and Outcomes (4.2.1.7) 168 PC Common Problems and Solutions (4.2.2.1) 169 Summary (4.3.1) 175 Summary of Exercises 175 Check Your Understanding 175 Chapter 5 Operating Systems 179 Objectives 179 Key Terms 179 Introduction 5.0.1.1 181 Modern Operating Systems (5.1) 181 Terms (5.1.1.1) 181 Basic Functions of an Operating System (5.1.1.2) 181 Hardware Access 182 File and Folder Management 182 User Interface 182 Application Management 183 Processor Architecture (5.1.1.3) 183 Types of Operating Systems (5.1.2) 184 Desktop Operating Systems (5.1.2.1) 185 Microsoft Windows 185 Apple OS X 186 Linux 186 Network Operating Systems (5.1.2.2) 186 Customer Requirements for an Operating System (5.1.3) 187 OS-Compatible Applications and Environments (5.1.3.1) 187 Minimum Hardware Requirements and Compatibility with the OS Platform (5.1.3.2) 188 Microsoft Compatibility Center 188 Comparing OS Requirements (5.1.3.3) 189 Operating System Upgrades (5.1.4) 192 Checking OS Compatibility (5.1.4.1) 192 Upgrade Advisor 192 Windows OS Upgrades (5.1.4.2) 193 Data Migration (5.1.4.3) 195 User State Migration Tool 195 Windows Easy Transfer 195 File and Settings Transfer Wizard for Windows XP 196 Operating System Installation (5.2) 196 Hard Drive Partitioning (5.2.1.1) 196 Partitioning 197 Hard Drive Formatting (5.2.1.2) 198 Quick Format Versus Full Format 200 OS Installation with Default Settings (5.2.1.4) 200 Network Settings 202 Account Creation (5.2.1.8) 203 Complete the Installation (5.2.1.12) 204 Windows Update 205 Device Manager 206 Custom Installation Options (5.2.2) 207 Disk Cloning (5.2.2.1) 207 Other Installation Methods (5.2.2.2) 207 Network Installation 208 PXE Installation 209 Unattended Installation in Windows 7 and Vista 209 Image-Based Installation 210 Remote Installation 210 System Recovery Options (5.2.2.6) 211 System Recovery Options 211 System Image Recovery 213 Automated System Recovery in Windows XP Professional 214 Factory Recovery Partition 214 Boot Sequence and Registry Files (5.2.3) 214 Windows Boot Process (5.2.3.1) 214 Windows Boot Process 215 Windows Boot Loader and Windows Boot Manager in Windows 7 and Windows Vista 216 NTLDR and the Windows Boot Menu in Windows XP 216 NT Kernel 216 Startup Modes (5.2.3.2) 217 Windows Registry (5.2.3.3) 217 Multiboot (5.2.4) 218 Multiboot Procedures (5.2.4.1) 219 BOOTMGR File 219 Disk Management Utility (5.2.4.2) 220 Drive Status 221 Extending Partitions 222 Splitting Partitions 222 Assigning Drive Letters 222 Adding Drives 222 Adding Arrays 223 Directory Structure and File Attributes (5.2) 224 Directory Structures (5.2.5.1) 224 Drive Mapping 224 Mounting a Volume 224 User and System File Locations (5.2.5.2) 225 User File Locations 225 System Folder 225 Fonts 225 Temporary Files 226 Program Files 227 File Extensions and Attributes (5.2.5.3) 227 Application, File, and Folder Properties (5.2.5.4) 228 Application and File Properties 229 Folder Properties 229 Shadow Copy 230 The Windows GUI and Control Panel (5.3) 230 Windows Desktop (5.3.1.1) 230 Gadgets 231 Desktop Properties (5.3.1.2) 232 Start Menu and Taskbar (5.3.1.3) 233 Start Menu 233 Taskbar 234 Task Manager (5.3.1.4) 234 Computer and Windows Explorer (5.3.1.8) 236 Computer 236 Windows Explorer 236 Launching Applications and Opening Files 236 Windows 7 Libraries (5.3.1.9) 237 Install and Uninstall Applications (5.3.1.10) 237 Adding an Application 237 Uninstalling or Changing a Program 238 Control Panel Utilities (5.3.2) 239 Introduction to Control Panel Utilities (5.3.2.1) 239 User Accounts (5.3.2.2) 241 User Account Control Settings 241 Internet Options (5.3.2.6) 242 Display Settings (5.3.2.10) 243 Folder Options (5.3.2.11) 245 General Tab 245 View Tab 245 Search Tab 245 Action Center (5.3.2.12) 245 Windows Firewall (5.3.2.13) 246 Power Options (5.3.2.14) 247 System Utility (5.3.2.15) 248 Performance Settings 248 Windows ReadyBoost 249 Device Manager (5.3.2.19) 250 Regional and Language Options (5.3.2.23) 252 Administrative Tools (5.3.3) 252 Computer Management (5.3.3.1) 252 Event Viewer, Component Services, and Data Sources (5.3.3.2) 253 Services (5.3.3.3) 254 Performance and Windows Memory Diagnostic (5.3.3.4) 255 System Tools (5.3.4) 256 Disk Defragmenter and Disk Error-Checking Tool (5.3.4.1) 256 Disk Defragmenter 256 Disk Error-Checking Tool 257 System Information (5.3.4.5) 258 Accessories (5.3.5) 259 Remote Desktop (5.3.5.1) 259 Control Panel Utilities Unique to Specific Windows Versions (5.3.6) 260 Windows 7 Unique Utilities (5.3.6.1) 261 HomeGroup 261 Action Center 261 Windows Defender 261 RemoteApp and Desktop Connections 262 Troubleshooting 262 Windows Vista Unique Utilities (5.3.6.2) 262 Windows XP Unique Utilities (5.3.6.3) 263 Command-Line Tools (5.3.7) 264 Windows CLI Commands (5.3.7.1) 264 Run Line Utility (5.3.7.3) 265 MSCONFIG 267 Client-Side Virtualization (5.4) 268 Purpose of Virtual Machines (5.4.1.1) 268 Hypervisor: Virtual Machine Manager (5.4.1.2) 269 Windows Virtual PC 269 Windows XP Mode 270 Virtual Machine Requirements (5.4.1.3) 270 Common Preventive Maintenance Techniques for Operating Systems (5.5) 271 Preventive Maintenance Plan Contents (5.5.1.1) 271 Preventive Maintenance Planning 271 Security 272 Startup Programs 272 Updates (5.5.1.5) 273 Device Driver Updates 273 Operating System Updates 273 Firmware Updates 274 Scheduling Tasks (5.5.1.6) 274 Windows Task Scheduler 274 at Command 275 Restore Points (5.5.1.10) 276 Hard Drive Backup (5.5.1.14) 277 Normal Backup 278 Copy Backup 278 Incremental Backup 278 Differential Backup 278 Daily Backup 278 Basic Troubleshooting Process for Operating Systems (5.6) 279 Identify the Problem (5.6.1.1) 279 Establish a Theory of Probable Cause (5.6.1.2) 279 Test the Theory to Determine Cause (5.6.1.3) 280 Establish a Plan of Action to Resolve the Problem and Implement the Solution (5.6.1.4) 280 Verify Full System Functionality and Implement Preventive Measures (5.6.1.5) 281 Document Findings, Actions, and Outcomes (5.6.1.6) 281 Common Problems and Solutions (5.6.2.1) 282 Summary (5.7.1.1) 288 Summary of Exercises 288 Labs 288 Worksheets 291 Check Your Understanding 291 Chapter 6 Networks 295 Objectives 295 Key Terms 295 Introduction (6.0.1) 299 Principles of Networking (6.1) 299 Define Computer Networks (6.1.1.1) 299 Features and Benefits (6.1.1.2) 301 Require Fewer Peripherals 301 Increase Communication Capabilities 301 Avoid File Duplication and Corruption 301 Lower the Cost of Licensing 302 Centralize Administration 302 Conserve Resources 302 Identifying Networks (6.2) 302 LANs (6.2.1.1) 302 WLANs (6.2.1.2) 303 PANs (6.2.1.3) 304 MANs (6.2.1.4) 304 WANs (6.2.1.5) 304 Peer-to-Peer Networks (6.2.1.6) 305 Client/Server Networks (6.2.1.7) 306 Basic Networking Concepts and Technologies (6.3) 307 Bandwidth (6.3.1.1) 307 Data Transmission (6.3.1.2) 308 Simplex 308 Half-Duplex 309 Full-Duplex 309 IP Addressing (6.3.2.1) 309 IPv4 and IPv6 310 IPv4 (6.3.2.2) 311 IPv4 Subnet Mask 312 IPv6 (6.3.2.3) 313 Static Addressing (6.3.2.4) 314 DHCP Addressing (6.3.2.5) 315 Configuring Alternate IP Settings 317 DNS 317 ICMP (6.3.2.6) 317 Common Ports and Protocols (6.3.3) 319 TCP and UDP (6.3.3.1) 319 TCP and UDP Protocols and Ports (6.3.3.3) 320 Physical Components of a Network (6.4) 322 Modems (6.4.1.1) 322 Hubs, Bridges, and Switches (6.4.1.2) 323 Hubs 323 Bridges and Switches 324 Power over Ethernet 325 Routers and Wireless Access Points (6.4.1.3) 325 Wireless Access Points 325 Routers 326 Multipurpose Devices 326 NAS (6.4.1.4) 327 VoIP Phones (6.4.1.5) 327 Hardware Firewalls (6.4.1.6) 328 Internet Appliances (6.4.1.7) 329 Purchasing Authentic Networking Devices (6.4.1.8) 329 Cables and Connectors (6.4.2) 330 Considerations for Cabling a Network (6.4.2.1) 330 Cost 331 Security 331 Design for the Future 331 Wireless 331 Coaxial Cables (6.4.2.2) 332 Twisted-Pair Cables (6.4.2.3) 332 Category Rating 333 Wire Schemes 334 Straight-Through Cables 335 Crossover Cable 335 Fiber-Optic Cables (6.4.2.6) 336 Network Topologies (6.5) 337 Logical and Physical Topologies (6.5.1.1) 337 Bus 338 Ring 339 Star 339 Hierarchical 339 Mesh 339 Hybrid 339 Determining the Network Topology (6.5.1.3) 340 Ethernet Standards (6.6) 341 Standards Organizations (6.6.1.1) 341 IEEE 802.3 (6.6.1.2) 342 Ethernet Technologies (6.6.1.3) 342 IEEE 802.11 (6.6.1.4) 343 OSI and TCP/IP Data Models (6.7) 343 TCP/IP (6.7.1.1) 343 Application Layer Protocols 344 Transport Layer Protocols 344 Internet Layer Protocols 344 Network Access Layer Protocols 345 OSI (6.7.1.2) 345 Comparing the OSI and TCP/IP Models (6.7.1.3) 346 Computer-to-Network Connection (6.8) 347 Network Installation Completion List (6.8.1.1) 347 Selecting a NIC (6.8.2.1) 348 Installing and Updating a NIC (6.8.2.3) 350 Configuring a NIC (6.8.2.7) 351 Configure Alternate IP Settings 352 Advanced NIC Settings (6.8.2.8) 352 Duplex and Speed 352 Wake on LAN 353 Quality of Service 353 Wireless and Wired Router Configurations (6.8.3) 353 Connecting to the Router (6.8.3.1) 353 Setting the Network Location (6.8.3.2) 354 Logging In to the Router (6.8.3.3) 356 Basic Network Setup (6.8.3.4) 356 Basic Wireless Settings (6.8.3.7) 358 Network Mode 358 SSID 358 Channel 359 Wireless Security 359 Testing Connectivity with the Windows GUI (6.8.3.12) 360 Testing Connectivity with the Windows CLI (6.8.3.13) 361 ipconfig Command Options 362 ping Command Options 362 net Commands 363 tracert Command 364 nslookup Command 364 OS Configurations (6.8.4) 365 Domain and Workgroup (6.8.4.1) 365 Domain 365 Workgroup 366 Connecting to a Workgroup or a Domain (6.8.4.2) 366 Windows 7 Homegroup (6.8.4.3) 366 Sharing Resources in Windows Vista (6.8.4.4) 368 Sharing Resources in Windows XP (6.8.4.5) 369 Network Shares and Mapping Drives (6.8.4.6) 369 Network File Sharing 369 Network Drive Mapping 370 VPN (6.8.4.10) 371 Select an ISP Connection Type (6.9) 372 Brief History of Connection Technologies (6.9.1.1) 372 Analog Telephone 373 Integrated Services Digital Network 373 Broadband 373 DSL and ADSL (6.9.1.2) 373 Line-of-Sight Wireless Internet Service (6.9.1.3) 374 WiMAX (6.9.1.4) 374 Other Broadband Technologies (6.9.1.5) 375 Cellular 375 Cable 376 Satellite 376 Fiber Broadband 376 Selecting an ISP for the Customer (6.9.1.7) 376 POTS 377 ISDN 378 DSL 378 Cable 378 Satellite 378 Cellular 378 Common Preventive Maintenance Techniques Used for Networks (6.10) 379 Preventive Maintenance Procedures (6.10.1.1) 379 Basic Troubleshooting Process for Networks (6.11) 380 Identify the Problem (6.11.1.1) 380 Establish a Theory of Probable Cause (6.11.1.2) 381 Test the Theory to Determine Cause (6.11.1.3) 381 Establish a Plan of Action to Resolve the Problem and Implement the Solution (6.11.1.4) 381 Verify Full System Functionality and Implement Preventive Measures (6.11.1.5) 382 Document Findings, Actions, and Outcomes (6.11.1.6) 382 Common Problems and Solutions for Networks (6.11.2) 383 Identify Common Problems and Solutions (6.11.2.1) 383 Summary (6.12.1) 385 Summary of Exercises 387 Labs 387 Worksheets 387 Packet Tracer Activities 388 Check Your Understanding 388 Chapter 7 Laptops 393 Objectives 393 Key Terms 393 Introduction (7.0.1.1) 395 Laptop Components (7.1) 395 External Features Unique to Laptops (7.1.1.1) 395 Common Input Devices and LEDs in Laptops (7.1.1.2) 399 Internal Components (7.1.1.3) 401 Motherboards 401 RAM 401 CPUs 402 Special Function Keys (7.1.1.4) 402 Docking Station Versus Port Replicator (7.1.1.5) 403 Laptop Display Components (7.2) 405 LCD, LED, OLED, and Plasma Monitors (7.2.1.1) 406 Internal Components (7.2.2) 406 Backlights and Inverters (7.2.2.1) 406 Wi-Fi Antenna Connectors (7.2.2.2) 407 Laptop Power (7.3) 408 Power Management (7.3.1.1) 408 Managing ACPI Settings in the BIOS (7.3.1.2) 409 Managing Laptop Power Options (7.3.1.4) 410 Laptop Power Options 410 Hard Drive and Display Power Management 411 Sleep Timers 412 Battery Warnings 412 Laptop Wireless Communication Technologies (7.4) 413 Bluetooth (7.4.1.1) 413 Bluetooth Installation and Configuration 414 Infrared (7.4.1.2) 415 Cellular WAN (7.4.1.3) 417 Wi-Fi (7.4.1.4) 417 Laptop Hardware and Component Installation and Configuration (7.5) 419 Expansion Cards (7.5.1.1) 419 Flash Memory (7.5.1.2) 421 External Flash Drive 421 Flash Cards and Flash Card Readers 421 SODIMM Memory (7.5.1.3) 422 Replacing Hardware Devices (7.5.2) 424 Overview of Hardware Replacement (7.5.2.1) 424 Power (7.5.2.2) 426 Replacing a Battery 427 Replacing a DC Jack 427 Keyboard, Touchpad, and Screen (7.5.2.4) 428 Replacing a Keyboard 429 Replacing a Touchpad 429 Replacing a Screen 430 Hard Drive and Optical Drive (7.5.2.6) 431 Replacing a Hard Drive 431 Replacing an Optical Drive 432 Wireless Card (7.5.2.8) 433 Speakers (7.5.2.9) 433 CPU (7.5.2.10) 434 System Board (7.5.2.11) 436 Plastics (7.5.2.12) 436 Preventive Maintenance Techniques for Laptops (7.6) 437 Scheduling Maintenance (7.6.1.1) 437 Preventive Maintenance Program 437 Cleaning Procedures (7.6.1.2) 439 Keyboard 439 Vents 439 LCD Display 440 Touchpad 440 Optical Drive 440 CD and DVD Discs 440 Basic Troubleshooting Process for Laptops (7.7) 441 Identify the Problem (7.7.1.1) 441 Establish a Theory of Probable Cause (7.7.1.2) 441 Test the Theory to Determine Cause (7.7.1.3) 442 Establish a Plan of Action to Resolve the Problem and Implement the Solution (7.7.1.4) 442 Verify Full System Functionality and Implement Preventive Measures (7.7.1.5) 443 Document Findings, Actions, and Outcomes (7.7.1.6) 443 Identify Common Problems and Solutions (7.7.2.1) 443 Summary (7.8.1) 447 Summary of Exercises 448 Worksheets 448 Virtual Laptop Activities 448 Check Your Understanding 449 Chapter 8 Mobile Devices 451 Objectives 451 Key Terms 451 Introduction (8.0.1) 454 Mobile Device Hardware Overview (8.1) 454 Non-Field-Serviceable Parts (8.1.1.1) 454 Non-Upgradeable Hardware (8.1.1.2) 455 Touchscreens (8.1.1.3) 456 Solid State Drives (8.1.1.4) 457 Mobile Operating Systems (8.2) 458 Open Source Versus Closed Source (8.2.1.1) 458 Application and Content Sources (8.2.1.2) 459 Push Versus Pull 460 Sideloading 460 Android Touch Interface (8.2.2) 461 Home Screen Items (8.2.2.1) 461 Navigation Icons 461 Google Search 462 Special Enhancements 462 Notification and System Icons 462 TouchFLO 463 Managing Apps, Widgets, and Folders (8.2.2.2) 463 Apps 464 Widgets 464 Folders 465 All Apps Icon 466 iOS Touch Interface (8.2.3) 466 Home Screen Items (8.2.3.1) 466 Home Button 467 Notification Center 467 Search 468 Managing Apps and Folders (8.2.3.2) 468 Apps 468 Multitasking Bar 469 Folders 469 Common Mobile Device Features (8.2.4) 470 Screen Orientation and Calibration (8.2.4.1) 470 Screen Orientation 470 Screen Calibration 471 GPS (8.2.4.2) 472 Network Connectivity and Email (8.3) 473 Wireless Data Network (8.3.1.1) 473 Cellular Communications (8.3.1.3) 475 WiMAX and LTE 476 Airplane Mode 476 Bluetooth for Mobile Devices (8.3.2.1) 477 Bluetooth Pairing (8.3.2.2) 477 Introduction to Email (8.3.3.1) 479 POP3 479 IMAP 480 SMTP 480 MIME 480 SSL 480 Exchange 480 Android Email Configuration (8.3.3.3) 481 iOS Email Configuration (8.3.3.4) 481 Mobile Device Synchronization (8.3.4) 482 Types of Data to Synchronize (8.3.4.1) 482 Application Installation Software Requirements (8.3.4.2) 483 Synchronization Connection Types (8.3.4.3) 484 Cross-Platform Data Synchronization 484 Methods for Securing Mobile Devices (8.4) 485 Overview of Passcode Locks (8.4.1.1) 485 Restrictions on Failed Login Attempts (8.4.1.3) 486 Cloud-Enabled Services for Smart Devices (8.4.2) 487 Remote Backup (8.4.2.1) 487 Locator Applications (8.4.2.2) 488 Remote Lock and Remote Wipe (8.4.2.3) 489 Software Security (8.4.3) 490 Antivirus (8.4.3.1) 490 Rooting and Jailbreaking 490 Patching and Updating Operating Systems (8.4.3.2) 491 Applying the Troubleshooting Process to Mobile Devices (8.5.1) 492 Identify the Problem (8.5.1.1) 492 Establish a Theory of Probable Cause (8.5.1.2) 493 Test the Theory to Determine Cause (8.5.1.3) 493 Establish a Plan of Action to Resolve the Problem and Implement the Solution (8.5.1.4) 494 Verify Full System Functionality and Implement Preventive Measures (8.5.1.5) 494 Document Findings, Actions, and Outcomes (8.5.1.6) 494 Identify Common Problems and Solutions (8.5.2.1) 495 Summary (8.6.1) 498 Summary of Exercises 499 Labs 499 Worksheets 499 Check Your Understanding 499 Chapter 9 Printers 503 Objectives 503 Key Terms 503 Introduction (9.0.1) 504 Common Printer Features (9.1) 504 Characteristics and Capabilities of Printers (9.1.1.1) 504 Capabilities and Speed 505 Color or Black and White 505 Quality 505 Reliability 505 Total Cost of Ownership 506 Wired Printer Connection Types (9.1.1.2) 506 Serial 506 Parallel 507 SCSI 507 USB 507 FireWire 507 Ethernet 507 Types of Printers (9.2) 507 Inkjet Printers (9.2.1.1) 508 Laser Printers (9.2.1.2) 509 Printing Process 509 Thermal Printers (9.2.1.3) 511 Impact Printers (9.2.1.4) 511 Types of Impact Printers 512 Installing and Configuring Printers (9.3) 513 Installing a Printer (9.3.1.1) 513 Types of Print Drivers (9.3.1.5) 514 Updating and Installing Print Drivers (9.3.1.6) 515 Printer Test Page (9.3.1.7) 516 Print Test Page 516 Print from an Application 517 Test the Printer 517 Test the Printer from the Printer Panel 518 Configuring Options and Default Settings (9.3.2) 518 Common Configuration Settings (9.3.2.1) 518 Global and Individual Document Options (9.3.2.2) 520 Global Method 520 Per Document Method 520 Optimizing Printer Performance (9.3.3) 520 Software Optimization (9.3.3.1) 521 Hardware Optimization (9.3.3.2) 521 Firmware 521 Printer Memory 521 Additional Printer Upgrades 522 Sharing Printers (9.4) 523 Configuring Printer Sharing (9.4.1.1) 523 Wireless Printer Connections (9.4.1.2) 525 Print Servers (9.4.2) 526 Purposes of Print Servers (9.4.2.1) 526 Network, Dedicated, and Computer Shared Print Servers (9.4.2.2) 526 Hardware Print Servers 526 Dedicated PC Print Servers 527 Computer-Shared Printers 527 Preventive Maintenance Techniques for Printers (9.5) 528 Vendor Guidelines (9.5.1.1) 528 Replacing Consumables (9.5.1.2) 529 Cleaning Methods (9.5.1.3) 530 Printer Maintenance 531 Operational Environment (9.5.1.4) 532 Basic Troubleshooting Process for Printers (9.6) 532 Identify the Problem (9.6.1.1) 533 Establish a Theory of Probable Cause (9.6.1.2) 533 Test the Theory to Determine Cause (9.6.1.3) 534 Establish a Plan of Action to Resolve the Problem and Implement the Solution (9.6.1.4) 534 Verify Full System Functionality and Implement Preventive Measures (9.6.1.5) 535 Document Findings, Actions, and Outcomes (9.6.1.6) 535 Common Problems and Solutions for Printers (9.6.2) 536 Identify Common Problems and Solutions (9.6.2.1) 536 Summary (9.7.1.1) 537 Summary of Exercises 537 Labs 538 Worksheets 538 Check Your Understanding 538 Chapter 10 Security 541 Objectives 541 Key Terms 541 Introduction (10.0.1) 544 Security Threats (10.1) 545 Adware, Spyware, and Phishing (10.1.1.1) 545 Adware 545 Spyware 545 Grayware 545 Phishing 545 Viruses, Worms, Trojans, and Rootkits (10.1.1.2) 546 Viruses 546 Worms 546 Trojans 546 Virus Protection Software 547 Rootkits 547 Web Security (10.1.1.3) 547 ActiveX Filtering 548 Pop-Up Blocker 548 SmartScreen Filter 549 InPrivate Browsing (10.1.1.4) 550 Spam (10.1.1.5) 551 TCP/IP Attacks (10.1.1.6) 552 Denial of Service 552 Distributed DoS 552 SYN Flood 552 Spoofing 553 Man-in-the-Middle 553 Replay 553 DNS Poisoning 553 Social Engineering (10.1.2.1) 554 Data Wiping, Hard Drive Destruction, and Recycling (10.1.2.2) 554 Data Wiping 555 Degaussing 555 Hard Drive Destruction 556 Solid State Drives 556 Hard Drive Recycling 556 Security Procedures (10.2) 556 What Is a Security Policy? (10.2.1.1) 557 Security Policy Requirements (10.2.1.3) 557 Usernames and Passwords (10.2.1.4) 559 Requiring Passwords 559 Password Requirements (10.2.1.5) 560 Screensaver Required Password 561 File and Folder Permissions (10.2.1.6) 561 Principle of Least Privilege 564 Restricting User Permissions 565 Software Firewalls (10.2.2.1) 565 Biometrics and Smart Cards (10.2.2.2) 567 Smart Card Security 568 Security Key Fob 568 Data Backups (10.2.2.3) 568 Data Encryption (10.2.2.4) 569 Malicious Software Protection Programs (10.2.3.1) 571 Rogue Antivirus 571 Remediating Infected Systems 572 Signature File Updates (10.2.3.3) 573 Common Communication Encryption Types (10.2.4.1) 575 Hash Encoding 575 Symmetric Encryption 575 Asymmetric Encryption 576 Service Set Identifiers (10.2.4.2) 577 MAC Address Filtering (10.2.4.3) 578 Wireless Security Modes (10.2.4.4) 578 Additions to WPA and WPA2 579 Wireless Access (10.2.4.6) 579 Wireless Antennae 580 Network Device Access 580 Wi-Fi Protected Setup 581 Firewalls (10.2.4.7) 581 Demilitarized Zone 582 Port Forwarding and Port Triggering (10.2.4.9) 583 Physical Equipment Protection Methods (10.2.5.1) 585 Disabling AutoRun 585 Two-Factor Authentication 586 Security Hardware (10.2.5.2) 586 Protecting Data While in Use 587 The Right Security Mix 588 Security Maintenance (10.3.1) 589 Operating System Service Packs and Security Patches (10.3.1.1) 589 Data Backups (10.3.1.3) 591 Configuring Firewall Types (10.3.1.7) 593 Maintaining Accounts (10.3.1.11) 595 Terminating Employee Access 595 Guest Accounts 595 Applying the Troubleshooting Process to Security (10.4.1) 596 Identify the Problem (10.4.1.1) 596 Establish a Theory of Probable Cause (10.4.1.2) 597 Test the Theory to Determine Cause (10.4.1.3) 597 Establish a Plan of Action to Resolve the Problem and Implement the Solution (10.4.1.4) 598 Verify Full System Functionality and, If Applicable, Implement Preventive Measures (10.4.1.5) 598 Document Findings, Actions, and Outcomes (10.4.1.6) 599 Identify Common Problems and Solutions (10.4.2.1) 599 Summary (10.5.1.1) 602 Summary of Exercises 602 Labs 602 Worksheets 603 Check Your Understanding 603 Chapter 11 The IT Professional 607 Objectives 607 Key Terms 607 Introduction (11.0.1) 608 Communication Skills and the IT Professional (11.1) 608 Relationship Between Communication Skills and Troubleshooting (11.1.1.1) 608 Relationship Between Communication Skills and Professional Behavior (11.1.1.2) 609 Working with a Customer (11.1.2) 610 Using Communication Skills to Determine Customer Problems (11.1.2.1) 610 Displaying Professional Behavior with Customers (11.1.2.2) 611 Keeping the Customer Focused on the Problem (11.1.2.5) 613 Talkative Customers 613 Rude Customers 613 Angry Customers 614 Knowledgeable Customers 614 Inexperienced Customers 615 Using Proper Netiquette (11.1.2.6) 615 Employee Best Practices (11.1.3) 616 Time and Stress Management Techniques (11.1.3.1) 616 Workstation Ergonomics 616 Time Management 616 Stress Management 617 Observing Service Level Agreements (11.1.3.2) 618 Following Business Policies (11.1.3.3) 619 Customer Call Rules 619 Call Center Employee Rules 619 Customer Satisfaction 620 Ethical and Legal Issues in the IT Industry (11.2) 620 Ethical Considerations in IT (11.2.1.1) 620 Legal Considerations in IT (11.2.1.2) 621 Legal Procedures Overview (11.2.2) 621 Computer Forensics (11.2.2.1) 622 Cyber Law and First Response (11.2.2.2) 622 Cyber Law 622 First Response 623 Documentation and Chain of Custody (11.2.2.3) 623 Documentation 624 Chain of Custody 624 Call Center Technicians (11.3) 625 Call Centers (11.3.1.1) 625 Level One Technician Responsibilities (11.3.1.2) 626 Level Two Technician Responsibilities (11.3.1.3) 627 Summary (11.4.1) 628 Summary of Exercises 629 Worksheets 629 Check Your Understanding 629 Chapter 12 Advanced Troubleshooting 633 Objectives 633 Key Terms 633 Introduction (12.0.1) 634 Apply Troubleshooting Process to Computer Components and Peripherals (12.1.1) 634 Six Steps for Advanced Troubleshooting Computer Components and Peripherals (12.1.1.1) 634 Common Problems and Solutions for Components and Peripherals (12.1.1.2) 637 Apply Troubleshooting Skills to Computer Components and Peripherals (12.1.1.3) 639 Operating Systems (12.2) 641 Six Steps for Advanced Troubleshooting Operating Systems (12.2.1.1) 641 Common Problems and Solutions for Operating Systems (12.2.1.2) 643 Apply Troubleshooting Skills to Operating Systems (12.2.1.3) 648 Apply Troubleshooting Process to Networks (12.3.1) 650 Six Steps for Advanced Troubleshooting Networks (12.3.1.1) 650 Common Problems and Solutions for Networks (12.3.1.2) 652 Network Connection Problems 652 Email Failure 654 FTP and Secure Internet Connection Problems 654 Problems Revealed by CLI Commands 655 Apply Troubleshooting Skills to Networks (12.3.1.3) 656 Apply Troubleshooting Process to Laptops (12.4.1) 658 Six Steps for Advanced Troubleshooting Laptops (12.4.1.1) 658 Common Problems and Solutions for Laptops (12.4.1.2) 661 Apply Troubleshooting Skills to Laptops (12.4.1.3) 664 Apply Troubleshooting Process to Printers (12.5.1) 665 Six Steps for Advanced Troubleshooting Printers (12.5.1.1) 665 Common Problems and Solutions for Printers (12.5.1.2) 668 Apply Troubleshooting Skills to Printers (12.5.1.3) 669 Apply Troubleshooting Process to Security (12.6.1) 670 Six Steps for Advanced Troubleshooting Security (12.6.1.1) 670 Common Problems and Solutions for Security (12.6.1.2) 673 Malware Settings 673 User Accounts and Permissions 674 Computer Security 674 Firewall and Proxy Settings 675 Apply Troubleshooting Skills to Security (12.6.1.3) 676 Summary (12.7.1) 678 Summary of Exercises 678 Labs 678 Check Your Understanding 679 Appendix A Answers to “Check Your Understanding” Questions 683 Glossary 699 9781587133084 TOC 6/6/2013

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