31 Days Before Your CompTIA A+ Exams (2nd Edition)

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31 Days Before Your CompTIA A+ Exams Second Edition Ben Conry

Cisco Press

•

800 East 96th Street

•

Indianapolis, Indiana 46240 USA

ii

31 Days Before Your CompTIA A+ Exams

31 Days Before Your CompTIA A+ Exams Second Edition Ben Conry Copyright © 2012 Cisco Systems, Inc. Published by: Cisco Press 800 East 96th Street Indianapolis, IN 46240 USA All rights reserved. No part of this book may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording, or by any information storage and retrieval system, without written permission from the publisher, except for the inclusion of brief quotations in a review. Printed in the United States of America First Printing September 2011 Library of Congress Cataloging-in-Publication data is on file. ISBN-13: 978-1-58713-260-5 ISBN-10: 1-58713-260-5

Warning and Disclaimer This book is designed to provide information about preparing for CompTIA A+ certification exams 220-701 and 220-702. Every effort has been made to make this book as complete and as accurate as possible, but no warranty or fitness is implied. The information is provided on an “as is” basis. The authors, Cisco Press, and Cisco Systems, Inc., shall have neither liability nor responsibility to any person or entity with respect to any loss or damages arising from the information contained in this book or from the use of the discs or programs that may accompany it. The opinions expressed in this book belong to the author and are not necessarily those of Cisco Systems, Inc.

Trademark Acknowledgments All terms mentioned in this book that are known to be trademarks or service marks have been appropriately capitalized. Cisco Press or Cisco Systems, Inc., cannot attest to the accuracy of this information. Use of a term in this book should not be regarded as affecting the validity of any trademark or service mark.

Corporate and Government Sales The publisher offers excellent discounts on this book when ordered in quantity for bulk purchases or special sales, which may include electronic versions and/or custom covers and content particular to your business, training goals, marketing focus, and branding interests. For more information, please contact: U.S. Corporate and Government Sales 1-800-382-3419 [email protected] For sales outside the United States please contact: International Sales

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Feedback Information At Cisco Press, our goal is to create in-depth technical books of the highest quality and value. Each book is crafted with care and precision, undergoing rigorous development that involves the unique expertise of members from the professional technical community. Readers’ feedback is a natural continuation of this process. If you have any comments regarding how we could improve the quality of this book, or otherwise alter it to better suit your needs, you can contact us through email at [email protected]. Please make sure to include the book title and ISBN in your message. We greatly appreciate your assistance.

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Publisher

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Cisco has more than 200 offices worldwide. Addresses, phone numbers, and fax numbers are listed on the Cisco Website at www.cisco.com/go/offices. CCDE, CCENT, Cisco Eos, Cisco HealthPresence, the Cisco logo, Cisco Lumin, Cisco Nexus, Cisco StadiumVision, Cisco TelePresence, Cisco WebEx, DCE, and Welcome to the Human Network are trademarks; Changing the Way We Work, Live, Play, and Learn and Cisco Store are service marks; and Access Registrar, Aironet, AsyncOS, Bringing the Meeting To You, Catalyst, CCDA, CCDP, CCIE, CCIP, CCNA, CCNP, CCSP, CCVP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Cisco Unity, Collaboration Without Limitation, EtherFast, EtherSwitch, Event Center, Fast Step, Follow Me Browsing, FormShare, GigaDrive, HomeLink, Internet Quotient, IOS, iPhone, iQuick Study, IronPort, the IronPort logo, LightStream, Linksys, MediaTone, MeetingPlace, MeetingPlace Chime Sound, MGX, Networkers, Networking Academy, Network Registrar, PCNow, PIX, PowerPanels, ProConnect, ScriptShare, SenderBase, SMARTnet, Spectrum Expert, StackWise, The Fastest Way to Increase Your Internet Quotient, TransPath, WebEx, and the WebEx logo are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the United States and certain other countries. All other trademarks mentioned in this document or website are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (0812R)

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About the Author(s) Ben Conry teaches a cybersecurity magnet program at Sollers Point Magnet High School. He graduated from Oberlin College in 1995 with a Bachelor’s degree in music education with an emphasis in composition. He earned a Master’s degree in instructional technology from Johns Hopkins University in 2002. Currently, he holds CCNA, CCAI, and CompTIA A+ certifications. He has received awards and citations for his commitment to educational excellence and for preparing students for college and the workforce. Ben lives with his wife and two children in Lutherville, Maryland.

About the Contributing Author James Pyles (CompTIA A+, CompTIA Network+) works as a consultant, author, editor, and technical writer. He has been involved in numerous Ethernet rollout projects, software and hardware installations and upgrades, and Windows and UNIX operating system upgrades. James has provided support services for a city government IT department and a wireless network vendor, and he has supported a usability lab for Hewlett-Packard. He has served as a technical writer for EmergeCore Networks, Aquent Studios, iAnywhere/Sybase, and as a developmental editor for Global Support Content Operations at Hewlett-Packard. James has authored and served as technical editor on several books about CompTIA A+, Microsoft SharePoint, and GIMP. He has also been a contributor to Linux Pro Magazine and Ubuntu User Magazine. His most recent book is CompTIA A+ Certification Practice Exams (McGraw-Hill Osborne, January 2011). He currently works as a technical writer at Keynetics, Inc., in Boise, Idaho.

About the Technical Reviewers Sharon Hain (A+, CCNA) has been a high school and community college instructor for more than 40 years, implementing computer repair and networking programs in the high school and taking a lead role in developing those programs at the community college. She works closely with the Cisco learning programs and acted in an advisory capacity there and for other start-up high school and community college programs. Sharon has worked for many years as a mentor to students and instructors in this field. Bill Shurbert is a professor of information technology at NHTI—Concord’s Community College in Concord, New Hampshire. Bill holds a Bachelor’s degree in technical management from Southern New Hampshire University. He enjoys teaching Cisco CCNA, A+, and wireless networking classes. In his off time, Bill and Joanne, his wife of 28+ years, sail the waters of Lake Winnipesaukee.

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Dedications This book is dedicated to my mother. —Ben Conry

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Acknowledgments Mary Beth Ray is among the kindest, most-forward-thinking people I know, period. It is an honor and privilege to work with her. Dayna Isley has taught me more about my own language than I care to admit on record. Thank you. We will miss you. Best wishes in your new endeavor. —Ben Conry

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Contents at a Glance Day 31: Storage

1

Day 30: Motherboards, Adapter Cards, Memory Slots, and Power Supplies Day 29: Processors and Cooling Day 28: Memory

13

21

Day 27: Displays, Peripherals, and Adapters

27

Day 26: Operating Systems Comparisons and User Interfaces Day 25: Operating System Installation and Booting Day 24: Laptops and Printers

35

45

57

Day 23: Basic Troubleshooting and Preventive Maintenance Day 22: Troubleshooting Laptops and Printers Day 21: Networking Fundamentals

69

73

79

Day 20: More Networking Fundamentals Day 19: Security

5

89

95

Day 18: Scenario-Based Safety and Environmental Procedures Day 17: Scenario-Based Communication and Professionalism Day 16: Essentials 220-701 Exam Review Day Day 15: Essentials 220-701 Exam Day

101 105

111

113

Day 14: Installing Storage Devices, Motherboards, and Power Supplies

115

Day 13: Installing Processors, Memory, Adapter Cards, and Cooling Systems Day 12: Troubleshooting Storage Devices, Motherboards, and Power Supplies Day 11: Troubleshooting Processors

131

Day 10: Troubleshooting Memory, Monitors, Audio, Keyboards, and Cooling Systems 135 Day 9: Scenario-Based Troubleshooting of Laptops, Printers, and Specialty Tools 141 Day 8: Operating System Commands and Directory Structures

151

123 127

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Day 7: System Utilities

159

Day 6: Troubleshooting Common Operating System Issues Day 5: Troubleshooting Networks

175

Day 4: Install and Configure a SOHO Network Day 3: Scenario-Based Security

181

187

Day 2: Practical Application 220-702 Exam Review Day Day 1: Practical Application 220-702 Exam Day Index

197

165

195

193

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Contents Day 31: Storage

1

A+ 220-701 Exam Objective Key Points

1

1

Storage Devices

1

Hard Drives 1 Floppy Drives 1 Solid-State HDD and NVRAM 2 Tape Drives 2 CD, DVD, and BD Drives 2 Network Drives 3 Interfaces and Cables Homework Funwork

3

4 4

Study Resources

4

Day 30: Motherboards, Adapter Cards, Memory Slots, and Power Supplies A+ 220-701 Exam Objectives Key Points

5

5

Motherboards

5

Adapter Card Interfaces 7 Memory Slots

9

Power Supplies

9

RAID Adapters

11

Homework Funwork

11 12

Study Resources

12

Day 29: Processors and Cooling

13

A+ 220-701 Exam Objectives

13

Key Points

13

Central Processing Unit

RISC and CISC 15

13

5

Contents

Processors

15

System Resources Cooling Systems Homework

16 17

18

Funwork

18

Study Resources Day 28: Memory

19

21

A+ 220-701 Exam Objective Key Points Memory

21

21 21

RAM 21 Speed 22 Virtual RAM 23 ROM

23

EEPROM 23 NVRAM 23 Memory Slots Homework Funwork

23

24 24

Study Resources

25

Day 27: Displays, Peripherals, and Adapters A+ 220-701 Exam Objectives Key Points Resolutions

27

27 27

Peripheral and Input Devices

Mouse and Touchpad 28 Keyboard 28 Adapter Cards

28

PCI and PCIe Cards 29 AGP Cards 29 Sound Cards 29 TV Tuner Cards 29

28

27

xi

xii


Capture Cards 29 NIC and Modem Cards 30 Ports

30

USB Ports 30 PS/2 Ports 31 Serial Ports 31 Parallel Ports 31 Display Adapter Ports Cables

32

32

Audio Cables 33 FireWire Cables 33 Network Cables 33 SCSI Cables 33 Homework Funwork

34 34

Study Resources

34

Day 26: Operating Systems Comparisons and User Interfaces A+ 220-701 Exam Objective Key Points

35

35

Operating Systems and the Layered PC Model Desktop Operating Systems

36

Apple OS X 36 Microsoft Windows 36 Linux 37 OS System Requirements

38

Network Operating Systems The “Multi” Terms GUI Versus CLI

39

40 40

Command-Line Syntax 40 Command Prompt Commands 41 Users and Permissions Homework

43

43

35

35

Contents

Funwork

43

Study Resources

44

Day 25: Operating System Installation and Booting A+ 220-701 Exam Objectives

45

The Windows User Interface

45

GUI Utilities 45 Windows 7 Libraries 45 My Computer 46 Control Panel 46 Command-Line Utilities

46

Ping 47 Telnet

47

Ipconfig 47 Run-Line Utilities

48

MSConfig 48 MSInfo32 49 Dxdiag 49 Regedit 49 Operating System Installation Hardware Compatibility List

50 50

Preparing the HDD for an OS Installation

Partitioning 50 Formatting 51 Windows Boot Process

51

Clean Operating System Install Boot Modes

52

Logical Memory

53

Windows Boot Options

53

Safe Mode 53 Boot to a Restore Point 53

52

50

45

xiii

xiv


Recovery Options 54 Automated System Recovery 54 Emergency Repair Disk 54 Recovery Console 55 Homework Funwork

55 55

Study Resources

56

Day 24: Laptops and Printers

57

A+ 220-701 Exam Objectives Key Points

57

57

Expansion Devices

57

PCMCIA Cards and PCI Express Cards 57 Docking Stations

58

Laptops and Projectors

59

Communication Connections

59

Bluetooth Devices 59 Infrared Communications 60 Cellular WANs

60

Ethernet NICs 61 Modems 61 Power Settings and Electrical Input Devices

62

Autoswitching Power Supplies and Fixed-Input Power Supplies 62 Batteries

62

ACPI Levels 63 Input Devices

Digitizers

63

64

Function Keys 64 Pointing Devices 64 Printer Types

65

Laser Printers 65 Inkjet Printers 65

Contents

Thermal Printers 66 Impact Printers 66 Local Versus Network Printers Printer Drivers (Compatibility) Consumables Homework Funwork

66 67

67

67 67

Study Resources

67

Day 23: Basic Troubleshooting and Preventive Maintenance A+ 220-701 Exam Objectives Key Points

69

Troubleshooting

69

More on Troubleshooting Memory Dumps Homework Funwork

69

70

71

71 71

Study Resources

72

Day 22: Troubleshooting Laptops and Printers A+ 220-701 Exam Objectives Key Points

73

73

73

Cleaning Laptops Repairing Laptops

73 73

Common Laptop Problems and Solutions 73 Video Ports 74 Keyboards

75

Wireless Cards 75 A Lifeless Laptop? 75 Peripheral Problems? 75 No Video? Woeful WiFi?

76 76

69

xv

xvi


Common Printer Problems and Solutions

76

Managing Print Jobs 76 Homework Funwork

77 77

Study Resources

78

Day 21: Networking Fundamentals A+ 220-701 Exam Objective Key Points

79

79

79

LANs, WANs, and WLANs

79

LANs 79 WANs 79 WLANs 79 OSI Model

80

Simplex, Multicasting, Half-Duplex, and Full-Duplex Communications 81 Network Addressing

81

MAC Addresses 81 IP Addresses 82 Subnets 82 A Class Act 82 Really Big Numbers

83

Network Topologies

83

Physical Topologies

83

Logical Topologies 83 Client/Server Networks and Peer-to-Peer Networks 84 Network Architectures

84

The Physical Layer of Ethernet 85 The Physical Layer of WiFi 85 Bluetooth Homework Funwork

85 86 86

Study Resources

87

Contents

Day 20: More Networking Fundamentals A+ 220-701 Exam Objectives Key Points

89

89

Network Protocols

89

Standards Organizations Ports of Call Wire Drill

90

91

91

Seeing the Light File Sharing

92

92

Homework Funwork

89

92 92

Study Resources Day 19: Security

93

95

A+ 220-701 Exam Objectives Key Points

95

95

Security Threats WiFi Security

95

97

Antivirus, Spyware Removal, and Definition Updates Firewalls

98

User Training and Password Policies Troubleshooting Security Homework Funwork

98

99

99

99 99

Study Resources

100

Day 18: Scenario-Based Safety and Environmental Procedures A+ 220-701 Exam Objective Key Points Hazards

101 101

Fire Safety

101

Material Safety Data Sheets Tools

101

102

102

Electrostatic Discharge

103

Disposing of Computer Components

103

101

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Homework Funwork

104 104

Study Resources

104

Day 17: Scenario-Based Communication and Professionalism A+ 220-701 Exam Objective Key Points

105

105

Customer Support

105

Service Level Agreements Professional Advice Difficult Scenarios

106

106 106

A Geekspeak Translation Guide Homework Funwork

107

108 108

Study Resources

108

Day 16: Essentials 220-701 Exam Review Day The Cheat Sheet Study Technique Homework Funwork

105

111

111

111 112

Day 15: Essentials 220-701 Exam Day The Perfect Score

113

Before the Exam

113

During the Exam

113

RTDQ

113

113

The Most Important Test-Taking Tip 114 After the Exam

114

Day 14: Installing Storage Devices, Motherboards, and Power Supplies A+ 220-702 Exam Objective Key Points

115

115

Storage Devices

115

SATA Installation 115 PATA Installation 116 Floppy Drive Installation 116

115

Contents

Motherboards

xix

116

Legacy Expansion Slots 117 Old-School D Plugs 117 Flashing the BIOS: A Closer Look 118 Power Supplies

118

Controller Cards

119

Installing a RAID Controller Card 119 Installing an eSATA Controller Card 119 Homework Funwork

120 120

Study Resources

121

Day 13: Installing Processors, Memory, Adapter Cards, and Cooling Systems A+ 220-702 Exam Objective Key Points

123

124

Adapter Cards

124

Cooling Systems Homework Funwork

123

123

Processors Memory

125

125 125

Study Resources

126

Day 12: Troubleshooting Storage Devices, Motherboards, and Power Supplies A+ 220-702 Exam Objective Key Points

127

127

Maintenance Toolkit Safety First

127

128

Cleaning Solutions

128

Troubleshooting Storage Issues Troubleshooting Motherboards Testing Power Supplies Homework Funwork

123

130 130

Study Resources

130

129

128 129

127

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Day 11: Troubleshooting Processors A+ 220-702 Objective Key Points

131

131

131

CPU Architecture

131

32-Bit Processing Versus 64-Bit Processing CPUs and Legos

131

132

Sockets 132 Cache 132 RAM 132 Multicore CPUs 132 The Future of 64-Bit Processing 132 Front-Side Bus 133 Homework Funwork

133 133

Study Resources

133

Day 10: Troubleshooting Memory, Monitors, Audio, Keyboards, and Cooling Systems 135 A+ 220-702 Exam Objective Key Points

135

135

Troubleshooting Memory

135

Troubleshooting Monitors

135

Troubleshooting Audio

136

Troubleshooting Keyboards

137

Troubleshooting Cooling Systems Homework Funwork

138

138 138

Study Resources

139

Day 9: Scenario-Based Troubleshooting of Laptops, Printers, and Specialty Tools 141 A+ 220-702 Exam Objectives Key Points LCDs

141

141

Laptop Hard Drives

142

141

Contents

Networking for Laptops Video RAM

143

143

Hot-Swappable Devices and Not-Swappable Devices Measuring Memory and Speed: When Size Matters Repairing and Replacing Components Troubleshooting Printers

143

144

145

145

Printer RAM and Firmware 146 Paper Jams 146 Blank Paper 146 Error Codes 146 Lines and Smearing 147 Printing Garbage 147 Ghosted Image 147 Serious Solutions: Laser Printers 147 Serious Solutions: Inkjet Printers 147 Serious Solutions: Paper Problems 148 Toner Cartridges 148 Cleaning Printers

149

Cleaning Inkjet Printers 149 Cleaning Laser Printers 149 Cleaning Dot-Matrix Printers 149 Homework Funwork

150 150

Study Resources

150

Day 8: Operating System Commands and Directory Structures A+ 220-702 Objectives Key Points

151

Command-Line Switches

dir 151 xcopy

151

152

attrib 153 format 153

151

151

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ipconfig

153

ping 154 Registry

154

System Folders and Users

155

Shared Folders and Naming Conventions Mapping a Network Drive Accessibility Options Homework Funwork

156

156

156

157 157

Study Resources

157

Day 7: System Utilities

159

A+ 220-702 Exam Objective Key Points

159

159

Administrative Tools

159

Disk Management Tools

159

Defrag 160 NTBACKUP 160 Check Disk 160 Permissions

160

Remote Desktop Connection and Remote Assistance Language Packs and Regional Settings Disk Management and Utilities System Monitor Task Manager

162 162

Device Manager

163

System Information

163

System Restore

163

Task Scheduler

163

Homework Funwork

164 164

Study Resources

164

162

161

161

Contents

Day 6: Troubleshooting Common Operating System Issues A+ 220-702 Exam Objective Key Points

165

165

Operational Problems

165

Windows Printing Problems 165 Auto-Restart Errors 166 Bluescreen Errors 166 System Lockups 166 Device Driver Problems 167 Last Known Good Configuration 167 Application Issues 167 Service Fails to Start 167 Error Messages and Conditions Boot Errors

167

168

No Operating System Found or Missing NTLDR 168 Not Enough HDD Space 168 Invalid Boot Disk 168 Startup Errors

169

Service Failed to Start 169 Program Not Found in the Registry 169 Event Viewer 169 System Performance and Optimization

169

Aero Settings 169 Index Settings 170 UAC

170

Sidebar Settings 170 Startup Maintenance 170 Background Processes 171 Msconfig

171

Change File Extension Associations File Attributes Virtual Memory

171 172

171

165

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xxiv


Default Disabled Windows Administrator Account ERD and ASR Homework Funwork

172

172

173 173

Study Resources

173

Day 5: Troubleshooting Networks A+ 220-702 Objective Key Points

175

175

175

Troubleshooting the Physical Layer

175

Exploring ipconfig /all Outputs 175 Troubleshooting TCP/IP 176 Other Network Troubleshooting Techniques 176 Follow the Packet

177

Mail Protocol Settings

178

SMTP 178 IMAP 178 POP3 179 FTP Settings Homework Funwork

179 179

179

Study Resources

180

Day 4: Install and Configure a SOHO Network A+ 220-702 Exam Objective Key Points

181

Connection Types The Basic SOHO The Better SOHO

181 182 183

The Hardened SOHO

183

Network Defense 183 Host Defense 184 User Education 184 Homework

185

181

181

Contents

Funwork

185

Study Resources

185

Day 3: Scenario-Based Security A+ 220-702 Exam Objectives Key Points

187 187

187

Antivirus Software Malware Types

Adware

187

187

188

Trojan 188 Virus 188 Worms Firewalls

188

189

SHA and MD5 Encryption

189

189

Authentication BIOS

190

190

Virtual Private Networking Homework Funwork

190

190 191

Study Resources

192

Day 2: Practical Application 220-702 Exam Review Day By Any Other Name Brain Dumps

193

193

Write Your Own Practice Questions

194

Good Answers Versus Correct Answers Homework Funwork

194

194 194

Day 1: Practical Application 20-702 Exam Day Before the Exam

195

During the Exam

195

After the Exam Index

197

195

195

193

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Command Syntax Conventions The conventions used to present command syntax in this book are the same conventions used in the IOS Command Reference. The Command Reference describes these conventions as follows: ■

Boldface indicates commands and keywords that are entered literally as shown. In actual configuration examples and output (not general command syntax), boldface indicates commands that are manually input by the user (such as a show command).

■

Italic indicates arguments for which you supply actual values.

■

Vertical bars (|) separate alternative, mutually exclusive elements.

■

Square brackets ([ ]) indicate an optional element.

■

Braces ({ }) indicate a required choice.

■

Braces within brackets ([{ }]) indicate a required choice within an optional element.

Introduction 31 Days Before Your CompTIA A+ Exams is a bridge between learning the art of computer repair and actually taking the CompTIA A+ exams. You stand ready to make your knowledge official, provable, to become a professional computer technician. Every day for the next 31 days, you will cover a small area of the exams. The divide-and-conquer strategy allows you to focus on the topics at hand and not be overwhelmed with the massive amount of tested material. Professional certifications have been an important part of the computing industry for many years and will continue to become more important. Many reasons exist for these certifications, but the most popularly cited reason is that of credibility. All other considerations held equal, the certified employee/consultant/job candidate is considered more valuable than one who is not.

Goals and Methods The goal of this book is to provide you with a step-by-step method of study and preparation for the CompTIA A+ Essentials exam (220-701) and the CompTIA A+ Practical Application exam (220702). Students must pass both exams to earn the CompTIA A+ certification. In this book, you will find the following: ■

Short summaries of topics, definitions, and diagrams of important concepts

■

Tables, figures, and examples of devices, directions, and commands you might find on the CompTIA A+ exams

■

A Study Resources table to provide a quick reference to in-depth treatment of the day’s topics

■

Occasional attempts at nerd humor

This book can also serve as a guide for instructors to review the Cisco Networking Academy IT Essentials: PC Hardware and Software Version 4.1 course and prepare an entire class for the A+

xxvii

exams. You can use this book to fit certification exam preparation into a busy schedule, because it requires just a little bit of study each day.

Who Should Read This Book? This book is for anyone preparing for the CompTIA A+ exams working with one of the following resources: ■

IT Essentials: PC Hardware and Software Course and Companion Guide, Fourth Edition (Cisco Press). ISBN: 9781587132636

■

CompTIA A+ Cert Guide (220-701 and 220-702), Second Edition (Que Publishing). ISBN: 9780789747907 (Mark Edward Soper, Scott William Mueller, David L. Prowse)

■

The Complete A+ Guide to PC Repair, Fifth Edition Update (Addison Wesley). ISBN: 9780132727594 (Cheryl Ann Schmidt)

■

The Comprehensive A+ Guide to Managing and Maintaining Your PC, Seventh Edition (Course Technology). ISBN: 9781435497788 (Jean Andrews)

■

CompTIA A+ Certification All-in-One Exam Guide (Exams 220-701 and 220-702), Seventh Edition (McGraw-Hill). ISBN: 9780071701334 (Mike Meyers)

■

Mike Meyers’ All-in-One Guide to Supporting Windows 7 for CompTIA A+ Certification: Exams 701 & 702 (McGraw-Hill). ISBN: 9780071763929 (Mike Meyers)

Strategies for Exam Preparation Find a distraction-free area: no kids, no siblings, no pets, no headphones, no radio or TV. (A cup of coffee and a fireplace are recommended, however.) Dedicate about an hour every day to study in this refuge. It can be difficult at first to find the time and place, but it is time and effort well spent. To that retreat, bring this book, your attention, and preferably access to any of the resources noted earlier. A set of A+ flash cards is a great resource, too. Pearson IT Certification offers a great set that you can find at www.pearsonitcertification.com/title/9781587132605.

How This Book Is Organized The CompTIA A+ certification has two paths to completion. Generally, people take the A+ Essentials exam first, and then the Practical Application exam. This book begins with the Essentials exam coverage in Day 31 to Day 15. Then Day 14 to Day 1 you prepare for the Practical Application exam. NOTE: Refer to the CompTIA website (www.comptia.org) for more information about the exam domains.

To aid in your exam preparation, use the calendars printed on the tearout card to map out each day of study. Also, before you take the Essentials and Practical Application exams, use the checklists on the back of the tearout to ensure you have a firm grasp of the exam topics.

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Day 31 Storage A+ 220-701 Exam Objective Objective 1.1: Categorize storage devices and backup media

Key Points Today you learn the names, purposes, and characteristics of storage devices. Today is the first of many challenging days. It does get easier. The internal devices have many details, all of which are fair game on the CompTIA A+ exam. Faced with entering a cold swimming pool, a running-start, closed-eye, tucked-knee cannonball is a great way to get in the water (and impress your friends). So, take a big breath and hold your nose.

Storage Devices Storage devices include hard drives, floppy drives, nonvolatile random-access memory (NVRAM), tape drives, optical drives (CD and DVD drives), flash drives, and network drives.

Hard Drives The hard disk drive (HDD) has been a mainstay of PCs for a long time. Because of its widespread use, it is a big part of the A+ exam. Traditionally, the HDD stores the operating system and the bulk of data in the PC. It is mounted in a 3.5-inch bay, and connects internally through a parallel advanced technology attachment (PATA) channel. PATA interfaces are sometimes referred to as advanced technology attachment (ATA) or integrated drive electronics (IDE). Jumpers are used to determine the HDD’s designation as master, slave, or cable select. Most new PCs use a controller called serial ATA (SATA) for HDD and optical drives. SATA does not use jumpers or designations. Instead, SATA uses one header and one cable per drive. All HDDs work the same way. Arms move read/write (R/W) heads over the surface of spinning magnetic platters. These R/W heads either align molecules to create a positive charge (a 1) or leave it with a neutral charge (a 0), thus making the binary code. When reading, the heads float above the disks and feel the positive charges or no pull from the neutral.

Floppy Drives Incredibly, this is still on the exam. Luckily, there are just a few things to know about them. In many ways, a floppy disk drive (FDD) is like an HDD. It spins a disk, moves R/W heads across the surface, and stores data magnetically. There are two important differences: Capacity is limited to 1.44 MB, and the disk is removable by the end user. They mount in 3.5-inch bays that have access to the outside of the case.

2


A classic A+ question involves an FDD status light that stays lit all the time. The cable is oriented backward. Turn off the PC, unplug the FDD cable from the drive, flip it over, and plug it back in. Normally, the colored wire on the ribbon cable (pin 1) is closest to the Berg power connector. On the motherboard end, it should be oriented based on the numbers printed around the FDD cable header. Because there are 34 wires in an FDD cable, it is narrower than a PATA ribbon.

Solid-State HDD and NVRAM Ranging from small external universal serial bus (USB) devices to larger-capacity HDDs, solid-state drives are in reality NVRAM storage devices. NVRAM, often referred to as flash memory or flash RAM, is slower than RAM but still faster than traditional magnetic storage media. Unlike RAM, NVRAM can maintain its data when not powered. Solid-state drives are especially good for laptops where portability, performance, durability, and low power consumption are valued over price and drive capacity.

Tape Drives A magnetic tape is drawn across stationary R/W heads, but the same magnetic process takes place. The tape is removable by the user, but the drive remains mounted and connected to the PC. Tape capacity is large, comparable to HDDs, but access time is slow because of the sequential nature of tape media. These are primarily used as server backups.

CD, DVD, and BD Drives The basic optical drive is a compact disc read-only memory (CD-ROM). This CD-ROM drive reads premade discs and cannot write (burn) CDs. The CD can hold 650 MB or 700 MB of data. The CDROM drive mounts in a 5.25-inch bay and connects to the motherboard via a PATA or SATA interface. Digital versatile disc (DVD) has many more variations. The basic read and write letters still apply, but there are two formats: + and –. For our purposes, they are the same. Just note that they are not compatible with each other. Plus drives only read/write plus CDs. Newer +/– hybrid drives can read and write both. Generally speaking, DVD drives are backward compatible and can use CDs. A typical DVD holds 4.7 GB of data or 8.5 GB for double layered (on the same side). Blu-Ray disks (BD) can hold up to 50 GB of data. A Blu-Ray disk can contain 25 GB for a single layer and 50 GB for double layer. Optical media that is designated RW means it can be rewritten. If it is labeled with just an R that means once it is “burned” it cannot be changed. Table 31-1 compares CD, DVD, and Blu-Ray drives. Table 31-1

Optical Drives

CD Family

DVD Family

Blu-Ray Family

Need to Know

CD-ROM

DVD-ROM

BD-ROM

Can only read premade discs.

CD-R

DVD+/–R

BD-R

(Recordable) Write a disc once, and it is readonly after that.

CD-RW

DVD+/–RW

BD-RE

BD-RW (Rewritable) Read and write a disc repeatedly.

CDRAM (not an optical drive)

DVD-RAM

(“Endlessly” rewritable) Used primarily as surveillance-camera footage.

Day 31

3

Network Drives These drives are often referred to as remote, shared, or mapped drives. This means that the storage device resides on another computer, server, or other network device, not on the end user’s (local) PC.

Interfaces and Cables All storage devices in the computer are connected to the motherboard through cables. For your A+ exam, you just need to know a few basics about each cable. The term hot swappable means the drive can be connected and unplugged while the PC is running. Pin 1 is always the pin with the blue, red, or pink stripe. Both the device and the motherboard specify (usually with inhumanly small numbers) which side is pin 1. If no indication shows how to orient the cable, put pin 1 closest to the Molex power plug. Table 31-2 compares the features of different drive interfaces. Table 31-2

Drive Interfaces

Interface

Drives per Channel

Number of Pins

Hot Swappable

Need to Know (In Order of Importance)

PATA, ATA, IDE, EIDE

2

40

No

Old standard.

80

Two drives per channel. Jumpers assign master and slave drives.

SCSI

SATA

8 or 16

1

50

Yes

Typically found on servers.

68

Drives are arranged along a bus-like cable with terminators on both ends.

80

Jumpers or dip switches assign drive numbers in binary.

7

Yes

Small cable improves air cooling. Faster than PATA. One drive per channel. No jumpers, no master, and no slave.

FDD

1

34

No

Only for the FDD. Pin 1 is usually oriented closest to the power connector, but look for the red stripe. Some old FDD cables support multiple FDDs. They have a twist in the middle of the ribbon connectors.

4


Homework Each day there is some homework. Today’s homework is to memorize the information in Table 31-2.

Funwork Each day there is also some funwork. It is important that you see the wider scope of a career as an A+ technician. Computer repair is not just pocket protectors, badly repaired glasses, and screwdrivers. It is home theater, surveillance systems, cell phones, credit cards, Facebook, Xbox, and World of Warcraft. You’re studying not for the sake of memorizing facts and information, but to add to your technical skill sets and learn to enjoy what you do. And let’s not start with how cool cybersecurity is. Can you imagine what the music and entertainment industry would look like without computer geeks? Today, spend some quality time and observe all the ways computers touch our lives. Is there some “computery geekness” in medicine, military, banking, aerospace? How about a person using an iPad in a Starbucks to FaceTime a friend in Europe? Just imagine what goes on behind the scenes to make that happen. That is what we do. That is our world. We make that happen. That is some really cool stuff. Here’s another example of the results of our world. Right now, I am drinking coffee paid for via credit card in a Barnes and Noble. I am listening to Pandora Radio (Daft Punk’s Tron: Legacy soundtrack) on my cell phone with noise-canceling headphones. I’m on my favorite laptop using a wireless mouse and Microsoft Word, and just got a text from one of my students about her superfast gaming computer with six monitors. Do you see the bigger picture? This is our world, and it is awesome. Welcome.

Study Resources For today’s exam topics, refer to the following resources for more study: ■

Cisco Networking Academy Curriculum. Chapters 3 and 11

■

CompTIA A+ Cert Guide by Mark Edward Soper, Scott William Mueller, and David L. Prowse. Chapters 3, 7, and 12

■

The Complete A+ Guide to PC Repair by Cheryl Ann Schmidt. Chapter 7

■

The Comprehensive Guide to Managing and Maintaining Your PC by Jean Andrews. Chapter 8

■

All-in-One CompTIA Certification Exam Guide, Seventh Edition by Mike Meyers. Chapters 11 and 12

Day 30 Motherboards, Adapter Cards, Memory Slots, and Power Supplies A+ 220-701 Exam Objectives Objective 1.2: Explain motherboard components, types and features Objective 1.3: Classify power supplies types and characteristics

Key Points Today you learn the various components that make up computer motherboards, including the different interface and bus types. You also learn about the capacities and limitations of different motherboard form factors. On top of that, you delve into the different aspects and characteristics of computer power supplies, such as pinouts, adapters, and wattage. Strap your seat belts because here we go.

Motherboards Motherboards are the unsung heroes in the PC. If the CPU is the “brains” of the computer, the motherboard is the “heart” of the PC. It is responsible for practically all the communication and physical connections. The vintage Advanced Technology (AT) and Baby AT motherboards of the 1990s are not a major focus on the A+ exam. You need to know that they supported mostly ISA expansion cards and have 66-MHz buses. Advanced Technology Extended (ATX) motherboards have been continually upgraded and modified over the past 15 years. There have been letter designations along the way to thicken the alphabet soup. The ATX and its offspring make up the majority of the current marketplace. Table 30-1 describes the different motherboard form factors. Table 30-1

Motherboard Form Factors

Motherboard Name


ATX

Introduced riser boards and daughter boards. Integrated keyboard, mouse, and video. Single 20-pin power-supply connection.

BTX (Balanced Technology Extended)

This progeny of the ATX is the most common motherboard on the market today. First to integrate SATA, PCIe, and USB 2.0. continues

6


Table 30-1

Motherboard Form Factors

continued

Motherboard Name


NLX

Integrated AGP, NIC, and USB support.

Mini ATX

Smaller and fewer expansion slots than ATX.

Micro ATX

Even smaller than Mini ATX.

LPX

Expansion cards run parallel to the motherboard and can therefore fit in to a smaller case. Proprietary designs complicate repair. Typically must use original equipment manufacturer’s (OEM) parts.

Mini LPX

Smaller and fewer expansion slots than LPX.

The chipset and buses on the motherboard determine a great deal about the computer that is built around it. The general architecture of motherboards is a great source of A+ questions. Figure 30-1 shows the map of a motherboard, which is hierarchal. That means that it is organized from top to bottom in order of importance. Basically, the farther away a device is from the CPU, the less priority it has. Like the human body, the really important organs (devices) are inside, close to the core, and protected. Figure 30-1

Motherboard Map System Clock

CPU Front Side Bus (FSB)

Graphics Card Controller AGP or PCIe

Graphics Bus

Northbridge Memory

Memory

Memory Slots

Bus

SDRAM, DDR, RDRAM

Internal Bus HD Controller PATA, SATA SCSI

Southbridge

PCI

Input/Output

Bus

PCI Bus Controller

Integrated PCI Devices

Integrated PCI Video Super I/O Serial, Parallel, PS/2 FDD

BIOS

PCI Expansion Slots

Audio, NIC, USB

Day 30

7

The CPU is only a processor, fast but not able to do anything but follow instructions. It uses a clock like a metronome to keep everything synchronous (on the beat), just as a marching band uses drums to stay together. The clock rate is the actual speed of the processor. The speed of this clock is measured in gigahertz (GHz) and is either set by jumpers (like those on PATA drives) on older systems or in the basic input/output system (BIOS) in newer PCs. The front-side bus (FSB) is the front door to the CPU. The width of the FSB determines whether the chip is a 32- or 64-bit processor. The speed of this bus is critical to the performance of the PC. All too often, novice technicians or manufacturers trying to save money build and sell super-fast processors on cheap motherboards that have very slow FSBs. This is akin to driving a race car on a one-lane dirt road. The northbridge controls two of the most important tasks on a PC: It sends instructions from RAM to the CPU, and it sends graphic data to the video card. The video card is a fast, dedicated card very much like a small motherboard complete with RAM and a graphic processing unit (GPU). Video cards often have their own cooling system. This allows the PC to worry about tasks other than constantly redrawing the monitor 60 or more times a second. RAM often has its own group of devices to support ever-faster access times and increasing capacities. The other requests and data that are not RAM or video are forwarded on to the south bridge. That is where storage devices, adapter cards, and ports are located. This is collectively referred to as the input/output (I/O) controller. If your PC is using the integrated video, all that data must be processed by the south bridge. It is often busy with HDD and CD data, network traffic, and so on. Using AGP or PCIe cards tied into the northbridge used for video greatly increases the overall efficiency of the machine.

Adapter Card Interfaces Whereas there are countless ports and external devices, the number of expansion slots though which adapter cards and motherboards connect is finite. What you need to know about adapter cards and interfaces is explained here in order of learning importance. Check out Chapter 3 in the Cisco IT Essentials v4.0 course curriculum for great photos of these cards. You should be able to identify them by sight and description. Table 30-2 describes the internal side of the cards and the kinds of expansion slots. Table 30-3 describes adapter cards found on the A+ exam. Table 30-2

Expansion Slots

Adapter Card/Bus Name Bus Width


PCI

64

Current standard, 32 bit and 64 bit, shorter than ISA.

32

Usually white. 32 bit have two inline slots; 64 bit have 3.

AGP

32

Dedicated graphics card slot, 32 bit, shorter than PCI. Brown. continues

8


Table 30-2

Expansion Slots

continued

Adapter Card/Bus Name Bus Width


PCIe

x1

Full duplex lets data be sent and received simultaneously.

x4

Measured in throughput as a multiple of 250 MBps.

x8

For example, an x4 PCIe slot and card can transfer data at 1000 Mbps.

x16

(250 MBps × 4 = 1000 MBps)

EISA

32

Old technology, slot 8- and 16-bit versions (32-bit EISA).

ISA

16

Black.

8

Common in older PCs.

32

Old proprietary IBM version competitor of 32-bit EISA.

MCA

Table 30-3

Adapter Cards

Adapter

Uses These Buses


NIC

PCI, PCIe, or USB

Connects the PC to a network.

Wireless NIC

PCI, PCIe, or USB

Connects a PC to a wireless network.

Video adapter

PCIe, AGP, or PCI

Translates data into video signals for the monitor.

USB

PCI or PCIe

Is an adapter in this case. Like a SCSI, it forwards data on to another kind of bus. It often provides both internal and external USB ports.

FireWire

PCI or PCIe

Is similar to USB but nearly twice as fast. Commonly used to transfer video or other data-intensive applications.

Sound/audio adapter

PCI or PCIe

Translates data into audio signals for speakers.

SCSI adapter

PCI or PCIe

Is an additional bus link, like a transfer station. It forwards data to and from the PC to SCSI HDDs and devices.

RAID adapter

PCI or PCIe

Controls the spreading of data across multiple HDDs. Commonly used for SCSI but can also be used for SATA.

Modem

PCI or USB

Is like a combination NIC and sound adapter. It connects the PC to an audio/telephone-based network.

Parallel port

PCI

Connects peripheral parallel devices to the PC. Although somewhat rare today, it was the predominant method to connect to printers, scanners, and fax machines. The distinctive cable has a 25-pin D plug on the computer end and a 36-pin Centronics port on the other. Moves data along multiple channels simultaneously (parallel).

Serial port

PCI

Connects peripheral parallel devices to the PC. Not commonly used today. Moves data along one channel, bit by bit (serial).

Day 30

9

Memory Slots The motherboard dictates which CPU and memory the system uses. There are many different kinds of memory, and each requires its own kind of slot. Single inline memory modules (SIMM) are the old standard (pre-1999). There is a 30-pin version and a 72-pin version. RAM modules are always used in pairs. SIMMS, therefore, must be installed in pairs: literally two identical RAM chips installed side by side. Modern RAM uses dual inline memory module (DIMM) technology. The contacts are printed on both sides of the RAM chips, eliminating the need for pairing. Table 30-4 compares the different types of memory slots. Table 30-4

Memory Slots

Slot Type


DIMM

Most common form factor for RAM. Contacts on both sides of the module. SDRAM and DDR, DDR2, and DDR3 RAM use DIMMs. Many different variations of DIMMs, none compatible with another.

SODIMM

Small outline DIMM (SoDIMM) is a smaller form factor designed for laptops. Some laptops can also use DDR, DDR2, and DDR3 RAM.

MICRODIMM

Very small, used in subnotebooks.

RDRAM

RAMBUS dynamic RAM (RDRAM), also called RAMBUS inline memory module (RIMM). Used in game systems because of its speed. RIMMS are also used in some desktop computers. Today it is rare, fast, expensive, and comparable to DDR3. On an RDRAM motherboard, empty RAM slots need to be filled with modules called continuity RIMMs (CRIMM).

SIMM

Very old; requires installation of RAM in pairs.

Power Supplies Power supplies switch alternating current (AC) power from the wall to direct current (DC) power for the PC. There is a switch on the outside of the power supply that chooses 115 volts (V) AC in North America versus 230, the European standard. A switch near the power plug allows power supplies to accept U.S. or European standards. Power supplies are measured in watts (W); the more watts, the better. You need to provide more watts than the PC consumes. A 500-W supply is about standard. Gaming systems and other high-end graphics applications tend to use more than that.

10


The standard form factor for power supplies is the ATX. A 20-pin block connects the motherboard. Another small block of four to eight pins lets the BIOS and OS control the power supply. The communication between computer and power supply is called advanced configuration and power interface (ACPI). All the other devices in the PC are powered by 12V yellow, 5V red, and a black ground wire. There are two sizes of plugs: Molex and Berg. Molex is bigger than Berg. An easy trick to remember this is that the name Molex (five letters) is longer than the name Berg (four letters). Newer power supplies provide special 15-pin power connectors for SATA drives. You can power SATA HDDs with either, but not both. NOTE:

If a computer cannot remember its time and date, replace the BIOS battery.

Use a multimeter to test the DC output. Set the multimeter to read volts DC (20V DC on older, non-auto-ranging multimeters). Put the common lead on the black ground wire or directly on the chassis (metal frame). The chassis is the electrical ground. Use the test lead to contact the other colors on a plug. The colors should read as shown in Table 30-5. Table 30-5

Power-Supply Voltages

Color

Voltage

Mnemonic

Yellow

+12V

You

Red

+5V

Really

Orange

+3.3V

Oughta

Black

0V

Believe

White

–5V

Warren

Blue

–12V

Buffett

Green, gray, and purple are signal wires and standby features, so they are not a major focus on the A+ exam. To test the wall outlet, the multimeter must be set to read volts AC. Connect the black common lead on the round ground hole or the large (neutral) slot, and put the test lead in the small (phase) slot. A properly functioning outlet in North America should read 110V to 120V VAC. In Europe, it is 220V AC. In the absence of a multimeter, use a working lamp or appliance to test the outlet. CAUTION: These colors are not standard among all electrical systems. The black ground in DC should never be confused with the black wire in AC systems that carry 110V, usually at 20 amps or more, which is more than enough to kill you. CAUTION: A technician should never, ever open three specific PC components: the power supply, laser printers, and cathode-ray tube (CRT) monitors. These contain capacitors and charges that are still “live,” even when unplugged. The A+ exam uses these as distracters.

If you are not fully confident about electricity, find an experienced electrician and ask for a fuller explanation. You need to “own” this knowledge to be a PC technician.

Day 30

11

An uninterruptible power supply (UPS) is an external battery-powered device that supplies power to computer and network devices during a power outage. These devices are frequently used on mission-critical devices such as servers and routers. UPS power is usually limited to about 30 minutes and is normally designed to provide enough power to automatically shut down the PCs. For extreme cases, diesel generators are used to generate “unlimited” electricity (provided unlimited fuel is available) for banks, air traffic control, hospitals, and so on.

RAID Adapters Redundant array of independent (or inexpensive) discs (RAID) has several defined levels, but the most common are 0, 1, and 5. RAID 0, which is also called striping, writes the data across two drives. This increases read and write speed but does not provide any protection. Think: “Zero” provides “zero” protection from data loss. Striping is the technique used to write the data across multiple disks. Consider that the processor is usually faster than the HDD, so it uses multiple HDDs simultaneously to handle the load. RAID 1 is also called mirroring. Mirroring simply copies one HDD to the other. Think of looking at “one’s” self in the “mirror.” All data that is written to the first drive is also written to the second. This provides data protection if one drive fails, but it costs twice the amount of overhead because you’re maintaining two drives for the same data. Parity, as it does in RAM, adds 1 bit to the bytes to make everything either even or odd. It reduces access time but identifies data loss and corruption and is therefore more reliable. In RAID 5, there are at least three HDDs. This is so that all the parity can be kept separate from the data. RAID 5 also stripes data, so it enhances performance somewhat and it spreads out the data in case of failure. However, the constant parity updating lowers overall performance. RAID 5 is the most common implementation. Hybrids such as RAID 1+0 and 0+1 exist, and they require at least four HDDs because they are either two striped disks that are mirrored to two others (0+1) or they are two mirrored disks striped to two others (1+0).

Homework 1. Practice drawing the motherboard map from memory. 2. Practice the power-supply mnemonic until you can re-create the chart from memory. 3. Wiki the ATX and BTX motherboards. 4. Have someone quiz you on the PCI, PCIe, AGP, and ISA need-to-know details. 5. Have someone quiz you on the wire colors and voltages.

12


Funwork This book contains several build-a-PC activities. You don’t need to actually purchase the equipment. These activities are like fantasy football or using a website to customize a car or shoe without actually buying it. These activities are designed to immerse you in the details and force you to “speak” your future language. The first build-a-PC exercise is for a high-end, money-is-no-object, over-the-top (imaginary) game system. Start by reading online techie forums about video cards and motherboards. Immerse yourself in geekspeak, and it will get easier to understand. Ask techies questions, but watch out for IT bravado. Many hard-core techies are not kind to newbies. Also understand that these dream machines are not really tested on the A+ exam. State-of-the-art expert opinion and the A+ exam seldom line up. It is like asking a NASCAR driver how to parallel park for your driver’s license exam. “Purchase” a motherboard and power supply. Keep in mind that the motherboard determines the kind of storage interfaces, adapter cards, and RAM you can use in the future. Hint: The FSB and video adapter and RAM bus are common bottlenecks. Choose carefully. Next, figure out what kind of case and power supply best suits your needs. Tomorrow, we add RAM and install the devices. Good luck and have fun. Check out computers by Alienware and other game-oriented PCs to see how the pros build them and to check your work.



■


■

The Complete A+ Guide to PC Repair by Cheryl Ann Schmidt. Chapters 2 and 4

■

The Comprehensive Guide to Managing and Maintaining Your PC by Jean Andrews. Chapters 1, 4, and 5

■


Day 29 Processors and Cooling A+ 220-701 Exam Objectives Objective 1.4: Explain the purpose and characteristics of CPUs and their features Objective 1.5: Explain cooling methods and devices

Key Points The CPU is arguably the most important component of a PC. It is known as the “brains” of the PC. In truth, it simply follows instructions very, very quickly. It is not actually intelligent, but nonetheless is very important. Cooling is an equally important aspect of a computer system. Processing draws power and creates heat. Heat in excess can destroy things. Cooling is an oftenunderappreciated but a mission-critical part of the computer system.

Central Processing Unit CPUs connect to the motherboard in only two ways. A socket is designed to receive flat, square, tile-like CPUs with hundreds of tiny pins on one side. The socket uses zero insertion force (ZIF) to avoid bending pins during installation. The latching lever sits alongside the socket. Pull it away from the socket to free the catch. Then move the lever upward to release the CPU. The CPU sets into the pin grid array (PGA). During installation, note the orientation with the missing pin in the corner. The lever is returned to its position. Thermal compound is used to help transfer heat from the CPU to the heat sink. This material is toxic, and gloves should be used. The slot-style CPUs are built to receive a blade that contains the contacts. They simply slide in guided by posts and snap into place. Slot-style CPUs were common on older motherboards. Table 29-1 shows CPU socket and slot specifications. Memorizing these specifications is universally disliked by A+ exam candidates. If you are good at memorizing, enjoy. For the rest of us, here are some patterns and tricks: ■

PGA and the first number in the number of pins are almost always the same in the early CPUs.

■

PGAs are always square (21 × 21) and the newer ones are simply a number (949 grid PGA).

■

Slots do not use PGAs (because they are slots).

■

Socket 6 is not used at all and is not likely tested.

■

In general, the newer the CPU, the less voltage it uses.

■

The names of the newer connectors include the number of pins (socket 370, for example).

14


Table 29-1

CPUs

Connector

CPU

Pins/Package

Socket 4

Pentium 60/66

273 pins 21 × 21 PGA

Socket 5

Pentium 75/90/100/120/133

320 pins 37 × 37 SPGA

Socket 7

Pentium MMX, AMD KS, Cyrix M

321 pins 37 × 37 SPGA

Super Socket 7

AMD KS-2, AMD KS-III

321 pins 37 × 37 SPGA

Socket 8

Pentium Pro

387 pins 24 × 26 SPGA

Socket 370 or PGA 370 Socket

Pentium III FC-PGA, Celeron PPGA, Cyrix III

370 pins 37 × 37 SPGA

Slot 1 or SC242

Pentium II, Pentium III

242 pins 2 rows

Slot A

AMD Athlon

242 pins 2 rows

Socket A or Socket 462

AMD Athlon and Duron

462 pins SPGA

Slot 2 or SC330

Pentium II Xeon, Pentium III Xeon

330 pins 2 rows

Socket 423

Pentium 4

423 pins 39 × 39 SPGA

Socket 478

Pentium 4

478 pins micro PGA (mPGA)

Socket PAC418

Itanium

418 pins

Socket PAC611

Itanium 2

611 pins

Socket 603

Xeon DP and MP

603 pins

Socket 754

AMD Athlon 64, Sempron, Turion 64

754 pins PGA

Socket 775 or Socket T

Pentium 4, Celeron D, Pentium 4 Extreme Edition, Pentium D, Pentium Extreme Edition, Core 2 Duo, Core 2 Extreme

755 pins LGA

Day 29

Connector

CPU

Pins/Package

Socket 939

AMD Athlon 64, Athlon 64 FX, Athlon 64 X2, Opteron, Sempron

939 pins PGA

Socket 940

AMD Athlon 64 FX and Opteron

940 pins PGA

Socket AM2

AMD Athlon 64, Athlon 64 X2, Athlon 64 FX, Sempron

940 pins PGA

Socket F

AMD Athlon 64 FX, AMD Opteron

LGA 1207

Socket AM2+

AMD Athlon 64, AMD Athlon X2, AMD Phenom, AMD Phenom II

PGA 940

Socket P

Intel Core 2

PGA 478

Socket 441

Intel Atom

PGA 441

LGA 1366/Socket B

Intel Core i7, Intel Xeon

LGA 1366

Socket AM3

AMD Phenom II, AMD Athlon II, AMD Sempron

PGA 941

LGA 1156/Socket H

Intel Core i7, i5 and i3, Intel Xeon, Intel Pentium, Intel Celeron

LGA 1156

Socket G34

AMD Opteron

LGA 1974

Socket C32

AMD Opteron

LGA 1207

LGA 1248

Intel Itanium

LGA 1248

15

The reality is technicians always refer to the documentation to verify compatibility before purchasing CPUs and motherboards. A quick lookup is well worth avoiding a pricey mistake.

RISC and CISC There are two families of CPUs: ■

Complex Instruction Set Computing (CISC)

■

Reduced Instruction Set Computing (RISC)

When asked to multiply 4 × 5, a CISC chip spends more time looking for the multiplication tool among the many possible methods than completing the task quickly. A RISC quickly finds the addition tool among the fewer options available to it and adds 4 + 4 + 4 + 4 + 4. The calculation takes longer, but locating the tool took less time. RISC is outstanding for repetitive tasks such as packet routing in Cisco routers, display adapters, and servers. CISC chips are great for multipurpose PCs that face many different kinds of requests. Most CPUs are CISC, but only recently did Macintosh switch. For many years, it used RISC chips by Motorola. Today, Intel and American Micro Devices (AMD) dominate the PC CPU market.

Processors Like engines on a race car or fighter jet, processors are the constant talk of geeks worldwide. It is a fast-moving and exciting field. Just imagine how many processors it takes to stream video from

16


YouTube to your cell phone. All those servers, routers, switches, cell towers right to your phone. That is pretty cool. A core is the actual processing technology. Many chips have dual, triple, quad cores. The trend is bound to continue. As of this writing, anywhere from 6 to 24 cores can be found on a chip. And that is just what is available in the consumer market. Some motherboards support many CPUs. Each CPU can have many cores. Hyperthreading allows preprocessing chips to divide jobs into smaller pieces and send them to the many cores for processing. Cache is like a quick reference for commonly used commands for the cores. Nowadays, level 1 and level 2 cache is located on the CPU near the cores. Level 3 is additional memory found on the motherboard. Cache uses static RAM, not dynamic RAM like the system memory. The rated speed and the actual speed vary based on many factors, including bandwidth, clock speed, front-side bus speed, and onboard cache. The clock speed is often regulated by usage, heat, CPU internal architecture, and the bus clock speed. There are both 32-bit and 64-bit processors on the market. The 32-bit processors are called x86. The 64-bit processors are called x64.

System Resources Interrupt request (IRQ), I/O address, and direct memory access (DMA) are system resources. Initially, these were set manually. Since Plug-and-Play (PnP) was introduced in 1995, however, we no longer need to manually set these system resources unless using a vintage device that is not PnP compatible. Again, use your time wisely when studying for this exam. These are seldom seen on modern A+ exams, but they are sometimes used as distracters. Table 29-2 lists the IRQ values, Table 29-3 lists the I/O port address values, and Table 29-4 lists the DMA channels. Table 29-2

IRQ

IRQ

Value

0

System clock

1

Keyboard

2

Cascaded with IRQ 9 (free)

3

Serial communication port 2 and 4

4

Serial communication port 1 and 3

5

Sound card or parallel port 2 (LPT 2)

6

Floppy disk

7

Parallel port 1 (LPT 1)

8

Real-time clock

9

Cascaded with IRQ 2 (free)

10

(Free)

Day 29

IRQ

Value

11

(Free)

12

Mouse

13

Math coprocessor

14

Primary IDE channel

15

Secondary IDE channel

Table 29-3

I/O Port Addresses

I/O Address

Value

Com1

03F8–03FF

Com2

02F8–02FF

Com3

03E8–03EF

Com4

02E8–02EF

LPT1

0378–037F

LPT2

0278–027F

Table 29-4

17

DMA Channels

Channel

Use

0

Sound

1

Sound

2

Floppy disk

3

LPT1

4

Cascade to DMA 0–3

5

Sound

6

(Free)

7

(Free)

Cooling Systems An expression among the PC gamers is that “There is no such thing as overheating, just inadequate cooling.” A heavy processing load makes the CPU/GPU draw more power, and that generates more heat. Servers, multimedia-providing computers, and laptops are typically the most common PCs to have heat issues. In the case of laptops, overheating is often caused by a lack of airflow because they are used in extreme environments and they tend to sit on warm laps or blankets that smother air vents.

18


The biggest cause of heat in a normal desktop or tower case is lack of air flow because of dust. Dust is slightly statically charged and sticks to everything inside a PC, especially the heat sink. This creates a thick layer of insulation exactly where you need it least. When you are asked about this issue on the A+ exam, the correct response is to use a can of compressed air (right-side up) to blow out the dust bunnies. If you actually need to do this, stand way back, or better yet get the rookie to do it (because it will soon rain dusty bits all over the place). Specialized vacuums designed to work around computers do not generate static electricity and can be used safely in the PC case, but don't try using your home vacuum cleaner for this task. It will clean out your computer case and probably fry the motherboard at the same time. NOTE: Household vacuums generate a great deal of electromagnetic interference (EMI) and ought not be used in or around PCs.

Laptop power supplies are tricky. Heat, size, and weight are always limiting factors. It is critical to keep the vents unblocked and lint free. Some laptops use a heat pipe that directs heat away from the CPU toward fans. Without the fan, the air will flow only by convection, which the cases are not designed for. Look at the spinning fan and make sure it is pushing air through the heat sink and that the power-supply fan is blowing air out of the case. Make sure the vents from the heat pipe are unblocked. Also make sure cables are not resting alongside the blades, because if they are they will make a whining or lawnmower noise. On most motherboards, the CPU’s temperature is measured, and the BIOS will shut off the PC if it gets too hot. A classic A+ question asks why a PC would turn on and shut off automatically after running for a few minutes. Check the cooling fan. Higher-end motherboards monitor the temperature and scale the processor speed (clock rate) so that it is the highest possible without getting too hot. When done correctly, water-cooled systems are highly effective. However, if there is air in the lines, or not enough fluid in the reserve, an otherwise great computer may overly heat and burn up. Further, we tempt fate when we mix water and electronics.

Homework If you are a memorizer, count your blessings and memorize all those processors. If not, just review the list of patterns and tricks that appears immediately before Table 29-1. Find out what kind of cooling system your computer has.

Funwork Today, add a top-of-the-line CPU or two or four depending on the motherboard you “bought” yesterday. If you did your research, you know exactly which processor you want. If not, go to that monster CPU chart (Table 29-1) and rethink your motherboard purchases. They must be compatible, period. Keep in mind that you will purchase RAM tomorrow. A really good idea is to purchase DDR3 and 4. If you use an x64 processor, you can have considerably more RAM. When you are building a PC, you need to consider many factors. That is why it is somewhat of a rite of passage in the computer geek world.

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What kind of cooling system are you going to use for your mammoth gaming system? If you brought your big boy or big girl pants, get on that water cooling. Make sure that you do not have any leaks. Been there, done that. Lost an awesome PC and many, many cool points among friends.


Cisco Networking Academy Curriculum. Chapter 1

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CompTIA A+ Cert Guide by Mark Edward Soper, Scott William Mueller, and David L. Prowse. Chapters 3 and 5

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Day 28 Memory A+ 220-701 Exam Objective Objective 1.6: Compare and contrast memory types, characteristics and their purpose

Key Points Today you learn more than any sane person should know about system memory. The concepts are important to understand because purchasing the wrong RAM is catastrophic to the performance of your computer. RAM is the PC’s workspace. It should be large enough to accommodate far beyond the user’s needs, and it should be as efficient and fast as the user can afford.

Memory Memory is the third part of the trinity: The processor, motherboard, and memory make up the heart and soul of the PC. In fact, if those were the only things in a computer, it would go about its business just fine. Granted, there would be no way to store data or communicate with other computers, let alone humans, but who would want to do anything like that? Like the various adapter cards and slots, there are many different kinds of memory, each with its own capabilities and unique slots. There are two families of RAM: dynamic (DRAM), which loses its data when unpowered; and static (SRAM), which maintains it data regardless of power supply. The standard RAM for many years was called SDRAM. In this case, the S stands for synchronous (in step with the system clock), not static.

RAM RAM is a special storage device in almost every way. It is volatile, which means when the power is off, the data is lost. This might seem like a problem, but it lets the computer restart and recover from software errors. If the RAM were nonvolatile, the errors would still exist after a reboot. Therefore, RAM really is not a storage device; it is more of a short-term memory, a place for the CPU to do its work. To correct a common misperception, RAM does not make the PC run faster unless the reason it was slow was due to a lack of RAM. The computer runs faster only by increasing the clock rate of the CPU, increasing the motherboard bus speed, or if you replace the CPU with a faster one. More RAM allows the computer to run more software simultaneously. However, when your computer has “minimal” RAM, adding more improves overall performance. A 4-GB memory maximum applies to 32-bit processors. That limitation is more a hardware issue than an OS issue. Windows Vista, Windows 7, Macintosh OS X, and many Linux distributions

22


have 64-bit versions that can run 64-bit processors. A 64-bit CPU and supporting system can address 16 exabytes (EB) of RAM. The computer always measures RAM in bytes (with no multiplier). We speak of RAM with multipliers. The actual amount of RAM varies slightly from the amount specified on the actual chip that is specified in bytes and multipliers. Table 28-1 lists different styles of RAM. Table 28-1

RAM

Memory Type

Need to Know (In Order of Importance) or Technology

DRAM

Dynamic RAM means no power = no data.

SRAM

Static RAM exhibits data remanence but is still volatile. More expensive and slower than DRAM. Is the basis for solid-state HDDs and flash memory.

SDRAM

Synchronous DRAM is the standard for most PCs today.

DDR

Double data-rate is the standard for good PCs today. DDR2 and DDR3 are faster versions of DDR.

Parity

Parity adds a bit to each byte so that they all equal an even number. A technique for checking for corrupt data. Slower and more expensive than regular RAM but more reliable.

ECC

Error correction code detects and fixes corrupt data in RAM. Slower and more expensive than regular RAM but more reliable.

EDO

Extended data output is an older technology that made more efficient use of the RAM.

FPM

Fast page memory is an older technology that transfers data more quickly.

Speed Like the speed of the CPU, RAM speed is not exactly as advertised. Certain variables govern the actual speed. Table 28-2 lists RAM and their speeds. Table 28-2

RAM

RAM

Speed

PC100

100 MHz

PC133

133 MHz

DDR-PC2100

266 MHz

DDR-PC2700

333 MHz

DDR-PC3200

400 MHz

DDR2-PC2-5400

667 MHz

DDR3-PC3-12800

1600 MHz

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Virtual RAM Virtual RAM is a copy of the contents of RAM on the HDD to aid in reliability and data recovery. Unless you’re experiencing significantly poor performance on your computer, let the OS set the amount of virtual RAM it needs. The amount of virtual RAM is usually twice the amount of installed RAM. Because the virtual RAM is memory copied to the HDD, it must be in the form of a file. The copied RAM data appears in HDD as page files or swap files. In other words, page/swap files and virtual RAM are the same.

ROM ROM is reliable and always there regardless of version, flashing, power on or off, and so on. The problem with ROM is if the technology grows beyond the capabilities of the permanently written instruction set, you must upgrade (replace) the complementary metal-oxide semiconductor (CMOS) chip or perhaps the entire motherboard. Therefore, ROM instruction sets are kept to a minimum.

EEPROM Although manufacturers burn ROM into chips, erasable programmable read-only memory (EEPROM) is memory that you can flash via software and rewrite. This allows the BIOS to grow and adapt as newer, faster, and bigger devices are developed. A classic troubleshooting question involves a client with a new and much larger HDD that the BIOS does not recognize in spite of the correct jumper and IDE settings. Use the software on CDs that came with the HDD or that you download from the BIOS/HDD manufacturer’s website to flash the BIOS (EEPROM) with an updated version. CAUTION: Be careful when flashing the BIOS. An older BIOS chip can become unstable if it doesn’t support the BIOS version used in the flash. This would make your computer unusable, and your only option would be to replace the chip.

NVRAM Nonvolatile RAM (NVRAM) is used for instructions that change over time. The best example of this is the size of the HDD. (Note that the A+ exam refers to size as capacity, not physical volume.) RAM is used as a failsafe. In the event of some BIOS failure, you can reset the RAM parts of the BIOS by jumper or by removing the battery, but the NVRAM does not change until it is flashed. (Do not forget, data stored in RAM requires power to stay there, and hence the battery.) These include the IDE settings, time and date, system password, and other features of the BIOS. A combination of RAM and NVRAM allows for a stable, editable, and flashable BIOS chip. Here is a classic A+ exam scenario: If you have a computer that forgets information when it reboots, such as where the boot sector is or the time and date, you might need to change the battery. You can also clear NVRAM by moving the appropriate jumper to the clear position. See the motherboard’s documentation to locate the jumper.

Memory Slots The motherboard dictates which CPU and memory the system uses. There are many different kinds of memory, and each requires its own kind of slot.

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Modern RAM uses dual inline memory module (DIMM) technology. The contacts are printed on both sides of the RAM chips, eliminating the need for pairing. RAM can use multiple channels to increase the access speed. Like adding lanes in a highway, this results in more throughput. Table 28-3 compares the different types of memory slots. Table 28-3

Memory Slots

Slot Type


DIMM

Most common form factor for RAM. Contacts on both sides of the module. SDRAM and DDR RAM use DIMMs. Many different variations of DIMMs, none compatible with another.

SODIMM

Small outline DIMM (SoDIMM) is a smaller form factor designed for laptops.

MICRODIMM

Very small, used in subnotebooks.

RDRAM

RAMBUS dynamic RAM (RDRAM), also called RAMBUS inline memory module (RIMM). Used in game systems because of its speed. Today it is rare, fast, expensive, and comparable to DDR3. On an RDRAM motherboard, empty RAM slots must be filled with modules called continuity RIMMs (CRIMM).

SIMM

Very old; requires installation of RAM in pairs.

Homework 1. Review the different types of memory. 2. Know the differences between SRAM, DRAM, and SDRAM. 3. Compare the different slots and know the number of pins in each.

Funwork So, you’ve collected all the components to build your dream computer. You have a CPU that is smarter than you are, a motherboard that can handle quad-processor cores with an attitude, a griddraining power supply, a water-cooling system that looks like the head of a Borg drone, and it is all awaiting RAM. (No pressure.) How many and what kind of RAM slots are on your motherboard? Find the type of RAM that has the fastest speed and the greatest capacity, and load it up. When you build your first computer system, email the specs and a picture to me at [email protected]. I love this kind of stuff. Operating systems are cool in their own way. But, it

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is hard not to appreciate the beauty of raw processing power in modern PCs. I’m still waiting to see a DIY computer that maxes out the 16-EB limit. Was the term Borg drone a Google opportunity? In other words, if you do not know what it is, Google it. Science fiction and the world of technology have a long history. Don’t get left out of the techie “in” club!



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CompTIA A+ Cert Guide by Mark Edward Soper, Scott William Mueller, and David L. Prowse. Chapter 6

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All-in-One CompTIA Certification Exam Guide, Seventh Edition by Mike Meyers. Chapter 6


Day 27 Displays, Peripherals, and Adapters A+ 220-701 Exam Objectives Objective 1.7: Distinguish between the different display devices and their characteristics Objective 1.8: Install and configure peripherals and input devices Objective 1.9: Summarize the function and types of adapter cards

Key Points No question about it: Computers are no-nonsense, number-crunching geniuses. If they do not have to interact with the outside world, they are all too happy not to. For us to realize the potential of the smart silent types, we need them to speak “human.” Enter peripherals. These external devices and the technology that serves as a go-between (adapters and drivers) enable us to talk to them and them to talk to us in our own language and as efficiently as “humanly” possible.

Resolutions Video cards have a basic resolution, usually 640x480 or 800x600, with 256 colors. Sometimes, it is as few as 8 or 16 colors. In any case, it is enough to see what you are doing while you install the correct drivers. When the drivers, and by extension the OS, control the video card, resolutions can go much higher depending on the quality of the card and capabilities of the monitor. Table 27-1 shows the resolutions you need to know for the A+ exam. Table 27-1

Monitor Resolutions

Name

X Pixels Wide

Y Pixels Tall

VGA

640

480

SVGA

800

600

XGA

1024

768

XGA+

1152

864

SXGA

1280

1024

SXGA+

1400

1050

UXGA

1600

1200

QXGA

2048

1536

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These all are 4:3 aspect ratios. Many new computers and laptops use a 16:9 aspect ratio (HDTV/widescreen). After the correct drivers are installed, an LCD screen really should be run in its native mode. There are many exotic, nonstandard resolutions as well, including on a cash register, a cell phone, and a dashboard display in a car. The 4:3 screens are measured diagonally. All others are measured by width. Projectors typically have low resolution. Most do not exceed 800x600. Seldom does a need arise for huge screens with postage-stamp-size icons in a presentation environment.

Peripheral and Input Devices Peripherals are devices that connect to ports. Note that even though wireless devices connect to ports wirelessly, they are ports nonetheless. Peripheral devices fall into two categories: ■

Input: An input device enables us to communicate with a binary-speaking PC. For example, keyboards and mice are considered input devices.

■

Output: An output device presents binary data in a form that humans can understand. For example, monitors and speakers are considered output devices.

From the PC perspective, outgoing is output, and incoming is input. Input and outputs are often found in devices that work with the same media (documents, video images, sound), but one is used for input, and the other is used for output (for example, scanners and printers, video cameras and monitors, microphones, and speakers). Combinations of these technologies create hybrid I/O devices. A networked printer/scanner is an all-in-one office printer. A touchpad/monitor is a device we typically call a touchscreen. A cell phone is a wirelessly networked, video camera/monitor microphone/speaker device.

Mouse and Touchpad A mouse is an input device that connects to the PC through USB, wireless infrared (IR), radio frequency (RF), or PS/2 port. A mouse comes in many styles, but the two most common are a trackball mouse and an optical mouse. Trackballs get dirty and need to be cleaned with alcohol and cotton swabs. Optical mice tend to work better on patterned surfaces. Wireless devices drain batteries quickly, or they need a recharge cradle of some kind. The touchpad is ideal for laptops. Touchscreen monitors are basically a clear touchpad that is part of a monitor.

Keyboard A keyboard connects to the PC in the same ways as a mouse. Keyboards have different technologies that make them more comfortable, spill resistant, small, and so on. Nonetheless, they all function by actuating buttons that translate into binary codes.

Adapter Cards It might seem obvious, but the first step in troubleshooting any peripheral is to make sure it is connected and has power. Many computer geeks have been foiled by this simple fact even if they do not admit it. The writers of the A+ exam know this common oversight and often include it in a check-all-that-apply kind of question. Watch for it.

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PCI and PCIe Cards Although modern motherboards commonly use the PCIe bus, you will still encounter and have to install or replace PCI adapter cards on older PCs. Also, you will find a PCI and PCIe bus coexisting on the same motherboard to allow the use of a legacy PCI device that might not have a PCIe equivalent. PCI and PCIe buses are not compatible because PCI uses parallel communication while PCIe uses serial. You cannot install a PCI adapter card into a PCIe bus for that reason, plus the adapter card slots on the motherboard are different sizes. Despite their differences, PCI and PCIe adapter cards are both used to add a peripheral device to a PC. Both card types are used to add a wide variety of peripherals, including modems, network interface cards (NIC), SCSI controllers, and so forth. The vast majority of adapter cards today are PCIe cards.

AGP Cards This motherboard bus also allows adapter cards to be installed, but AGP cards are typically used to install video adapters. AGP cards are becoming less common and are being replaced by PCIe adapter cards, but you might need to add or replace an AGP video adapter on an older PC from time to time. Even on these older computers, only one AGP slot is usually available, and AGP adapter cards are not compatible with PCI or PCIe motherboard slots.

Sound Cards Many motherboards come with an integrated sound card, but you might need to install a sound card in a PC so that the computer can provide higher-quality sound output. Sound cards can support a variety of sound formats, such as MP3, MIDI, and WAVE. These adapter cards also provide microphone and speaker ports and ports for musical instruments. High-end sound cards can support up to five speakers for realistic “movie theater” sound.

TV Tuner Cards A TV tuner card is a type of capture card (as discussed next) that can be installed in a PC to enable you to watch TV on the computer. This adapter card serves the same purpose as the tuner in a traditional TV, allowing the computer to be connected to cable or a digital antenna to receive television transmissions. This type of card is sometimes used to allow TV programs to be recorded directly on the PC’s hard drive or other storage device. These cards can be PCIe cards, but some can use a USB interface.

Capture Cards This type of adapter card is used to receive video input for computers or game consoles. In many cases, video capture cards are TV tuner cards, but they can also be used to capture video from digital camcorders or even VHS. This type of card can add DVR or TiVo functionality to a PC and can allow the computer user to edit video files. Video capture cards can use either PCIe or USB interfaces. Supported input and output ports on this type of adapter card include FireWire, RCA cable, and Separate Video (S-Video). (Find out more about these types of cards later in this chapter in the “Display Adapter Ports” section.)

30


NIC and Modem Cards The vast majority of modern computers come with an integrated NIC to allow the PC to be connected to a LAN. For most home users, the computer’s NIC is directly connected to a digital subscriber line (DSL) or cable modem device for Internet access using an Ethernet cable. If the onboard NIC fails, you can install a NIC adapter card to the PC to allow network communication. NICs usually come with two indicator lights, one to indicate whether a good network connection exists and the other to show network activity as it is occurring. This type of card has an RJ-45 port that is compatible with the connectors on Ethernet cards. Modem cards, which allow a computer to connect to the Internet using a telephone dial-up connection, are not as common as they once were. This card provides an RJ-11 port that is compatible with the connector type on ordinary telephone cables. Modem cards can also be used to allow phone calls to be placed via computer, and fax machines also use internal modems. NOTE: faces.

Both NIC and modem cards can attach to a computer using PCIe or USB inter-

Ports A port is any physical interface that allows a device to be attached, either internally or externally, to a computer. Ports can either be integrated with the computer’s motherboard or added via adapter cards.

USB Ports Today’s PCs have hot- and cold-running USB ports: internal, external, in the front, in the back, on monitors, printers, keyboards, projectors, car dashboards, practically everywhere. There are equally various USB devices: wired and wireless NICs, modems, printers, phones, audio devices, HDDs, optical burners, even LED lights, cell phone chargers, and tiny missile launchers (seriously). USB is an example of the entire computer industry agreeing to work together on a standard interface. We should count ourselves lucky because USB is fast, easy to configure, and provides its own 5-volt (V) power supply. The cables can be up to 5 meters long (almost 16.4 feet). There are four wires in a USB cable, as shown in Table 27-2. Table 27-2

USB Pinout

Pin

Color

Name

Description

1

Red

VCC

5 volts (just like in the PC)

2

White

D–

Data

3

Green

D+

Data

4

Black

GND

Ground (just like in the PC)

NOTE: The shell around the pins is electrically grounded to the case. Therefore, it should be considered 0V.

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The two ends of the USB cable differ from each other. Type A is the standard rectangular shape most closely associated with USB. The other end, type B, is more box-like, with two tapered corners sometimes referred to as trapezoid-like. A mini version of the USB has smaller and skinnier plugs. These mini USB cables also have an additional wire that is used to communicate to the PC what kind of device it is. Hubs allow for up to 127 devices to be controlled from 1 USB channel. To be specific, 1 USB controller actually supports 128 devices, but 1 of the devices is the controller itself. If you really must have that last 128th device, you need to install an additional USB controller. Just in case you are planning on such an endeavor, be aware that powered USB hubs plug into the wall and provide electricity to downstream devices that draw power directly from the cable. Unpowered hubs do not do this because it would cause too much draw on the tiny wires. It is the same principle about daisy chaining power strips. Too much draw through too narrow wire causes resistance, makes heat, melts wire insulation, and starts fires. Not a good day. USB 1.1 transferred data at 12 Mbps. Today’s standard 2.0 looks and acts exactly the same as its older counterpart, but it transfers data at 480 Mbps. A common A+ exam question involves a USB 2.0 device plugged into a USB 1.1 port. It recognizes the device but communicates with it at the 12-Mbps speed. Update the drivers to 2.0 if the motherboard can support it. If it still does not work, add USB 2.0 ports via a PCI card. Note that, because of backward capability, the opposite (a 1.1 device in a 2.0 port) is not a problem.

PS/2 Ports PS/2 was the de facto standard for keyboards and mice until the early 2000s, when everything finally went USB. PS/2 ports are female, with six pins arranged in a circle and surrounded by a metal ring. Often, the mouse port is green and the keyboard purple. It is easy to inadvertently switch these, which generates missing keyboard errors on power-on self-test (POST) or an unresponsive (dead) mouse. In addition to color, remember that the keyboard is more important than the mouse and is closer to the motherboard. PS/2 ports and devices are not hot swappable and require a restart after making the physical connection.

Serial Ports Serial ports are easy to spot. They are usually the only male port on the back of the PC. A morbid way to remember that the male port is serial is that most serial killers are male. Serial ports send data 1 bit at a time. They have two rows of pins in a trapezoid-shaped band. These are the classic COM ports, the legacy I/O ports. These are sometimes referred to as RS232 or DB9 ports. Like USB today, the serial port was the universal, go-to connection for everything, most commonly used for mice, keyboards, and modems. Today, serial ports are used for configuring other devices, such as routers and switches, uploading and downloading programs from microchips, and for some data-collection devices. Serial cables have a maximum length of 50 feet.

Parallel Ports IEEE 1284, the parallel port, is almost always used for old printers, scanners, and backup devices. It looks like an elongated, female serial port with 2 rows and 25 pins. Almost all parallel ports are

32


bidirectional, although some early ones were not. Printer cords have a Centronics port on the printer side. It is a trapezoid shape, but it is rather large and has wire “ears” that fold into place securing it into the printer. The mini-Centronics connection is about the same shape and size as a parallel port side, but it has blades like a SATA header. Parallel ports transmit multiple bits at a time, usually 4 or 8. Because some data transmissions are in serial format and some in parallel, Universal Asynchronous Receiver/Transmitter (UART) processing uses buffers to switch between the two.

Display Adapter Ports Video Graphics Array (VGA) ports contain three rows of five pins. They are female on the computer side and are often colored blue. VGA is the standard video port. If a customer complains of weird colors or a “tinted” monitor, check the physical connection of the VGA connector. A partially connected one causes some odd effects. Digital Video Interface (DVI) bypasses the need to convert digital video data into an analog signal for the old CRT monitors and then lets the LCD screens reconvert the analog signal back into a digital format. This is quickly gaining popularity as LCD screens become ubiquitous. DVI ports are often white and have three rows of eight pins and a larger slot on one side. It is one of the only asymmetric ports in existence. Video ports are the only ones with three rows, because there are three primary colors in light. High-Definition Multimedia Interface (HDMI) is designed to stream uncompressed digital video and audio signals from computers and game console systems to high-definition monitors and TVs. HDMI supports very high-resolution and high-quality images. S-Video uses a four-pin mini-DIN port. It is almost exactly the same size and shape as a PS/2 port, with a slightly different pin arrangement. Another difference between the PS/2 and S-Video is that the plastic rectangle that orients the plug is in a different position. S-Video plugs are typically yellow, whereas PS/2 ports are normally purple and green. S-Video sends the intensity information and the color signals on different wires. Composite video sends them together. Component video takes it a step further and separates each color onto its own cable using multiple RCA jacks. NOTE: You can learn more about S-Video at http://www.webopedia.com/index.php/TERM/S/S_Video.html.

Cables A wide variety of cables are used to connect peripheral devices to computer ports. For instance, you can use an Ethernet cable to connect the NIC port on a computer to a DSL modem device. Cables must possess the correct connectors to attach to the ports of the computer and the device and the correct internal wiring. Most of the time, when you purchase a specific type of peripheral for a computer, the correct cables come with the device. As a technician, however, you might have to replace damaged or missing cables, and you are responsible for understanding the different cable types and their appropriate use.

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Audio Cables The standard round jacks for line in, microphone in, and speaker out work fine for the majority of applications. However, an increasing number of people and businesses are moving to music, video, TV, and phone on PC. These applications demand a higher-quality sound output than the small underpowered speaker port can provide. Digital audio connections are not yet standardized and come in a variety of shapes and configurations. Sony Philips Digital Interface (S/PDIF) sends a digital audio signal to speakers that are designed to receive such signals. Optical audio ports allow for a fiber-optic cable to carry data to remote speakers without electromagnetic interference (EMI).

FireWire Cables Apple trademarked the name FireWire, and although the company might not like its brand name dragged into public domain use (much like Xerox, Band-Aid, and Ziploc), FireWire is the term you will see on the A+ exam. Sony and Texas Instruments (TI) also jumped on the trademark bandwagon with I.link and Lynx, respectively. Technically on a PC, the port can be called IEEE 1394a or 1394b, depending on the transfer speed, so there are actually four names for the same port. FireWire is fast becoming the primary method of connecting external storage and video devices to PCs. FireWire can stream video directly to the PC. Unlike its brother USB with 127 printers, FireWire can connect a mere 63 devices. FireWire comes in two flavors: ■

1394a four wire, 400 Mbps

■

1394b six wire, 3000+ Mbps

Both are hot swappable, have a maximum length of 4.5 meters (about 14.5 feet), and use addressing that can support a version of networking. The USB architecture is one host with many devices. FireWire can have many hosts with equal importance and a variety of devices shared among them, similar to an Ethernet environment. The FireWire plug on the PC side is rectangular, with one of the short legs bowed out to form a half octagonal shape. The other side is much smaller and shaped like an ottoman. The mini-1394 looks like a tiny HDMI connector on one end and a tiny ottoman shape on the other. They are primarily used on laptops.

Network Cables Category 5 cable is the standard network cable; however, categories ranging from 1 to 6 exist. Network cables plug into an RJ-45 jack that looks like a large phone jack with eight contacts inside. Very old networks like cable TV use cable called coaxial (also just called coax). We cover network cabling in more detail on Day 20.

SCSI Cables Small Computer System Interface (SCSI) cables connect daisy-chained drives together and must be terminated at each end, either by a terminator or a drive. These old but fast ports are found almost exclusively on servers and some high-end workstations. Like USB, it is common to find ports both internally and externally. Not surprisingly, SCSI is also rapidly being replaced by USB

34


and FireWire. Every SCSI device must be configured with a unique ID, with boot devices possessing the lowest ID in the chain and adapters having the highest ID number.

Homework Have someone who speaks “geek” quiz you on port identification. They should show you an online picture of any port and you should be able to identify the name, what it commonly connects, and pertinent info such as how many pins, what the maximum cable length is, and what the speed is.

Funwork Okay, now your gaming goliath has all the basics (motherboard, CPU, RAM, power, and cooling), so let’s deck it out with hot and cold ports. It is likely that your motherboard has integrated ports. Great! No need to duplicate those. You also want to have dual or plural monitors to make the PC a respectable gaming system. The one in my classroom has six monitors. That is going to take some planning ahead and space considerations. How does your PC connect to your network? Please tell me it is not a slow, laggy wireless link. Portability and gaming are usually mutually exclusive. If you are not planning to move it, cable it. Even 802.11N pales in comparison to 1000BASE-T Cat6 Ethernet. Could it be fiber to the desktop? Check out the availability in your area for that. Remember it is a dream PC. Fiber is going to require a special PCIe card. Some very exotic keyboards exist. Some fold out from personal digital assistants (PDA). Another shines onto any tabletop surface and senses when your fingers hit the squares. With some touchscreen keyboards, the letters and symbols can change depending on the language, or game, or specialized input scenario. Some flexible keyboards can even be rolled up and are essentially unbreakable. No small amount of creativity has gone into designing the keyboard.



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All-in-One CompTIA Certification Exam Guide, Seventh Edition by Mike Meyers. Chapters 8, 18, and 19

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Back To Basics: Identify Your Computer Ports at http://linuxologist.com/1general/back-tobasics-identify-your-computer-ports/

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Computer Cables at http://www.whatdoesthatlooklike.com/cables.shtml

Day 26 Operating Systems Comparisons and User Interfaces A+ 220-701 Exam Objective Objective 3.1: Compare and contrast the different Windows Operating Systems and their features

Key Points The operating system (OS) is the lifeblood of the computer. It is also the way we communicate with an otherwise inanimate box of electronics. Microsoft Windows 7 is the focus of the most recent version of the A+ exam. Apple and Linux operating systems make up most of the small remaining market, and they compete by specialization. Linux is very stable, small, and perfect for servers. Mac OS X is a user-friendly OS that has a small but very loyal fan base.

Operating Systems and the Layered PC Model It is important to see where the OS fits into the bigger picture. The layered PC model shown in Figure 26.1 maps the interactions among the devices and ultimately the user. Figure 26-1

Layered PC Model User

Applications Internet Explorer, Firefox, Safari, MS Office, OpenOffice, Outlook, Entourage, Anti-virus, iTunes, and so on

Operating System (Only One of the Following) Windows 9x, NT, XP, Vista 7, a Linux Distribution, Mac OS 9, Mac OSX

Drivers Printer Drivers, Video Drivers, NIC Drivers, Audio Drivers…

BIOS SATA and PATA Designations, Enabling Integrated Devices, Boot Sequence…

Hardware Expansion Cards, Hard Drives, Optical Drives, Ports, Printers, Video Cameras, Speakers…

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Follow the model as the user surfs the web. The user uses the OS to navigate to the icon to launch Internet Explorer (IE). The application uses several subsystems in the OS to call on the network interface card (NIC), which is at the hardware layer. But the OS does not understand how to talk to the NIC without the driver. The NIC then begins to send signals based on the driver’s instructions. The driver was told what to do by the OS that was told what to do by the application that was controlled by the user. A less-micromanaged way to look at this is each layer provides services to the layers above it. Use this model in troubleshooting. For example, if a printer will not print, check the hardware first: paper, ink, online, cable. Then move up to the BIOS and driver layer. Is the USB port enabled in the BIOS? Do the USB drivers work in the Control Panel? When these are yes, yes, and yes, look at the OS. Does the OS know that there is a printer installed in the Printer part of the Control Panel? If yes, the application might have some issue with the printer, such as the margin settings or fonts. Otherwise, the issue could simply be an operator error. Chances are that along the way you can find and solve the problem.

Desktop Operating Systems Nothing in the computer world is more contentious than the Mac versus PC debate. Linux is not in the public eye, but it, too, is a major player. As a computer technician, you need to understand this debate so that you can correctly advise customers. Their choice of an OS should be determined by their needs—not by clever TV commercials, not by your familiarity with a particular OS, and certainly not “because you said so.”

Apple OS X Apple carefully chooses hardware to avoid any compatibility issues within its computers. Then it designs an OS to make the most efficient use of that hardware. As a result, Apple seldom, if ever, has any hardware- or software-compatibility issues. Further, it can tweak the software to maximize performance. The disadvantage with this strict relationship between the hardware and software is limited upgrade potential. Users tend to “outgrow” a Macintosh because they cannot upgrade it very much. Because of this high turnover rate, Apple pays close attention to the user experience, the look, and image of their products and therefore fosters an almost cult-like following.

Microsoft Windows Microsoft makes operating systems that need to support an endless supply of new and old devices and countless third-party applications. This leads to significant compatibility issues. However, it also allows for almost unlimited upgrading. It is not uncommon to find a 4- or 5-year-old PC that has a new burner, larger HDD, more RAM, different monitor, and even a newer Microsoft operating system than when it was sold. Another Microsoft attribute is its market dominance. Nearly 90% of all PCs run a Microsoft OS. Windows is a robust OS that works hard to accommodate conflicting and disparate uses of a PC. It is the ultimate compromise, like making a car that can handle off-road conditions, haul a tractor trailer load, seat eight people, have surround sound, but still fit nicely in a normal garage, parallel park easily, and of course, get 130 miles per gallon. Most criticism of Microsoft, considering their daunting task, is unwarranted.

Day 26

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The A+ exam likes to ask about upgrading from one Windows OS to another. Within certain limits, any Microsoft OS can upgrade to any other, except 9x cannot be upgraded to NT. Windows 7 Home and Starter editions cannot upgrade to Professional, Ultimate, or Enterprise editions. You would need to reformat the repartition as NTFS and perform a clean install to go that route. Downgrading is tricky and raises the question, “Why?” There are very few valid reasons to downgrade from a later Windows OS to an earlier one. One primary reason is that a license for the desired earlier OS is not available and your only option is to buy the later OS and license and then downgrade to the earlier one. Although it is almost always preferable to run the latest version of Windows, you might need to use an earlier version to run a legacy peripheral not supported on subsequent Windows versions. The best way to downgrade a Windows OS from a newer version to an older version is to perform a clean install to use an earlier version of an OS. In general, a clean install is almost always preferable to an upgrade. Ask any hacker about the windows.old folder.

Linux Linux is only for the geek at heart. It is the skinniest, most efficient OS. Linux is unique because it is open source. That means that anyone can modify it and it is owned by no one. We don’t pay for Linux itself, but for the effort put into new research, development, and compatibility with new hardware. Companies such as Red Hat, SuSE, Caldera, and Ubuntu sell Linux in this manner. They provide technical support and updates. NOTE: Only Windows operating systems are included in Objective 3.1, and it is unlikely that you will be tested on your knowledge of Linux or Apple operating systems. This information is included as a matter of technical interest; also, in real life, you will need to support multiple operating system types and versions.

Many Linux aficionados download a free copy of Linux—called a distro (short for distribution)— such as Slackware or FreeBSD, CentOS Fedora Core, or BackTrack, and then customize it to their needs. This type of customization is not for the computer novice and certainly not for the end user, but performing this sort of task is probably somewhere in your near future. One major problem with Linux is its insistence of using the terminal—the command-line interface (CLI)—to make any system changes. End users often have allergic reactions to anything CLI. Linux hardware support is challenging even to experienced Linux people, but it has become better in recent years. Dell ships laptops and netbooks with preinstalled Ubuntu, a cost-saving, user-friendly distro of Linux. There are literally hundreds of Linux operating system distributions. Although Linux is not well known by mainstream PC users, it is widely used in mobile and embedded devices such as Android, BlackBerryOS, and PalmOS. You will not be tested on this information for the A+ exam, but it is a good career move to become familiar with the various computing devices that use Linux. Apple iOS is based on UNIX, an ancestor of both the Apple and Linux OS platforms. NOTE: Droid is a model of cell phone by HTC. Technically, the term Droid belongs to LucasFilms LTD. Android is an OS made by Google designed to support smartphones and portable devices. (By the way, if you do not speak Star Wars, you’re not allowed to wear the proud and honorable label of computer geek.)

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NOTE: iOS and IOS are two very different things. Both are operating systems. iOS is Apple’s OS for iPhones, iPods, iPads, and other portable devices. It is focused on user experience. IOS is Cisco’s command-line OS for routers and switches focused on network traffic.

The A+ exam focuses on fundamental OS concepts and absolutely loves Windows 7. Most of this book is focused on that OS. The following is what you should know about Linux for the A+ exam: ■

HDD partitions are usually formatted in EXT2, 3, and 4.

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usr/ contains the kernel and executable binary files with a .bin extension.

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var/ holds error logs and spoolers for email and printing.

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tmp/ contains temporary files created by applications.

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boot/ has boot loader configs and kernel images.

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home/ is where home directories are stored.

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Use ifconfig instead of ipconfig to display details about your NIC and IP address.

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Changes made to the NIC in the CLI are good only for that session. To make permanent changes, edit the text-based config files, or in user-friendly versions there is often a graphical user interface (GUI) program that edits those files for you.

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In the CLI, sudo (or su) means, “super user” and is the same basic idea as temporarily running something as administrator in Windows.

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ls stands for list and is similar to dir in the Windows CLI to show the contents of a directory.

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User access rights, file ownership, and group ownership for files and folders are spelled out in the terminal prompt by using the command ls -l [file or folder name]

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chmod modifies access rights.

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chown changes file ownership.

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chgrp changes the group ownership of a file.

OS System Requirements Table 26-1 compares the system requirements of the major OS players. Remember these are the absolutely bare-minimum requirements found on both the Microsoft site and the A+ exam. The CPU, RAM, and HDD numbers need to be at least doubled to achieve any kind of acceptable performance. You should probably commit this table to memory.

Day 26

Table 26-1

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OS System Requirements

Operating System

CPU

RAM

Hard Drive Video

Other

Microsoft Windows 2000

133 MHz

64 MB

2 GB

VGA

N/A

Microsoft Windows XP

233 MHz

64 MB

1.5 GB

SVGA

N/A

Microsoft Vista

1 GHz

1 GB

40 GB

WDDM Driver1

DVD-ROM 128-MB graphics RAM Internet connection

Microsoft Windows 7

1 GHz

1 GB

x86 16 GB

DirectX 9 with WDDM 1.0

Internet connection2

Only proprietary video card

DVD-ROM

X64 20 GB Mac OS X

867 MHz

512 MB 9 GB

Internet connection2 Linux Red Hat 9

400 MHz

192 MB 5 GB

Practically any video card

DVD-ROM Internet connection2

Ubuntu

1 GHz

1 GB

15 GB

Graphics card USB or optical that supports 1024 drive by 768 resolution

1 The Windows Display Driver Model (WDDM) gives the OS much more control of the video content. 2 The Internet connection is used for verification of authenticity and for providing support and updates.

Network Operating Systems A network operating system (NOS) acts as a server and provides services, data, files, application, access, authentication, and so on to other PCs on a network. Even “desktop” operating systems can provide network services such as sharing files or a printer. A true NOS is designed to maximize those kinds of services instead of supporting local applications like Word, PowerPoint, and so on. NOSs have applications such as email servers, web servers, authentication, printing, and naming services. All these are dedicated resources to other network devices. Popular NOSs are Linux Server, OS X Server, the many Windows Servers, and Novell. Linux traditionally makes up a large portion of server-side operating systems.

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The “Multi” Terms Table 26-2 compares and contrasts the five multi-somethings you will likely see on the A+ exam. Table 26-2

The “Multi” Terms

“Multi”

Description

Multiuser

Many users log on to one OS. Users use local or remote logons. Accounts are managed and permissions assigned to each.

Multitasking

The operating system can handle more than one application at a time (which would be all the operating systems on the A+ exam).

Multiprocessing

A computer doing more than one task simultaneously. In reality, it cannot, but it gives the appearance that it can.

Multithreading

A technique that allows multiprocessing to take place. It actually buffers threads (tasks for the CPU to do) and manages the input by alternating the threads to give the appearance of multiprocessing.

Multicore

Is not an OS concept but is a “multi” term. Many CPUs on a single physical chip. This actually allows for true multiprocessing. Still, at some point (the front-side bus, the display, cache, someplace), multiple threads need to stop and take turns.

GUI Versus CLI A GUI is easy to use but requires considerable system resources, including RAM, video, sound, and HDD space. A GUI keeps inexperienced end users out of the inner workings of the OS. The CLI also gives the user the ability to configure the computer, often with more options, but requires specialized knowledge in the available commands and their options. A skill set related to using the CLI is the ability to create script files. You can automate tasks by creating a file in Notepad or some other text editor and saving it with an extension of .bat or .com. The file would contain a list of the commands that you otherwise would have to enter manually at the command prompt. When the script runs, it executes those commands in the order in which they are listed. If you are a true computer geek, you do not fear the CLI or scripting. Instead, you embrace it and love its simplicity, brevity, and beauty.

Command-Line Syntax Our world speaks CLI. If you want to run with us, learn to love CLI. All command-line statements follow the same basic syntax: (grammar): command (space) argument, switch. In other words, verb, object, modifier. For example: I (subject) ate (verb) lunch (object) at work (modifier). Tables 26-3 through 26-6 show various command-line syntax examples. Table 26-3 shows command-line syntax in its most basic form.

Day 26

Table 26-3

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Command-Line Syntax

Command

Argument

/Switch

Do this

To this

Like this

Let’s take apart some commands. Table 26-4 breaks down the command FORMAT C: /S and then explains what it means. Table 26-4

Syntax Example: FORMAT C:/S

Command (Space)

Argument

(Space) /Switch

FORMAT

C:

/S

Make ready to receive data…

The primary HDD…

And put system files on it to make it bootable

Table 26-5 breaks down the DIR /P command and then explains what it means. Table 26-5

Syntax Example: DIR /P

Command (Space)

Argument

(Space) /Switch

DIR

(Nothing here means “do it right here.”)

/P

Show…

The contents of this directory…

Per page

Table 26-6 breaks down COPY Table 26-6

A: C:\New Folder.

Syntax Example: COPY A: C:\New Folder

Command (Space)

Argument

COPY

A: C:\New Folder

Copy…

Everything on the floppy disk to the New Folder on the HDD. Notice the space between the two arguments. Notice also the backslash is used to notate “down a level.”

(Space) /Switch

(Nothing here means that nothing is modified.)

Command Prompt Commands There are hundreds of command prompt commands. Fortunately, you need only some to get by in most CLIs. Like a foreign language, the more time you spend immersed in it, the more proficient you become. In the Windows CLI, the command prompt has a built-in translation guide, a command aptly named HELP. Table 26-7 shows common command prompt commands.

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Table 26-7

Command Prompt Commands

Command

Explanation (In Order of Importance on the A+ Exam)

HELP

Truly one of the most useful commands in the CLI. Type HELP and then the command; the syntax and list of switches appears.

/?

To get CLI help in Vista, type the command first and then use a ? switch (for example, EDIT /?).

CD

Changes the directory (also called folder). CD\ Moves to the top of the directory tree. CD DirectoryName moves to that directory.

CD..

Moves one level up the directory tree.

ATTRIB

Changes file attributes. + adds an attribute and - removes it. A = archive; R = read only; S = system; H = hidden. ATTRIB -R +A -S -H IMPORTANT.DOC flags this document to be backed up.

DIR

Displays the contents of a directory (folder). To show the hidden files in the CLI, use DIR /AH. A = all and H = hidden.

MD or MKDIR

Makes a new directory.

RD or RMDIR

Removes a directory. This cannot be used to delete files. In fact, the target directory must be empty before this command will work.

COPY

Copies files to a new location.

XCOPY

Copies directories and all the subdirectories to a new location.

*

Wildcard is anything, any length.

?

Wildcard is anything, just one character.

Using wildcards

DEL *.mp3 deletes all MP3s. DEL lost*.mp3 deletes any MP3 that begins with the characters lost. DEL lost??.mp3 deletes any song that begins with lost and ends in two characters. DEL *.* deletes all files in the current directory. You are prompted at the command line to make sure you want to do this. Type Y for yes or N for no.

DEL

DEL UNIMPORTANT.DOC deletes this file. (Note that DEL cannot be used to delete directories. Use RD to remove a directory.)

RENAME

Renames a file. Be sure to include the filename and the extension when doing this.

CLS

Clears the screen.

EDIT

Edits a file with a rudimentary word processor.

PRINT

PRINT LETTER.DOC prints whatever the argument file is. Most modern printers do not support this.

Day 26

Command

Explanation (In Order of Importance on the A+ Exam)

TYPE

Displays the contents of a file. This command almost always uses an additional piece, |MORE. The | symbol is called a pipe. For example:

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TYPE FILE.TXT |MORE. >

Redirects the output to a file. This is used to create reports and logs. This is also used in lieu of a printer.

Users and Permissions All modern operating systems allow for multiple users to log in and use the PC, each with a different level of permission. Limiting end-user privileges is not necessarily a bad idea. In an NTFS, EXT2, and EXT3 partition, any given user can be assigned any of the following permissions to any given folder: ■

Full Control

■

Modify Contents

■

Read & Execute

■

List Folder Contents

■

Read

■

Write

Windows administrator is essentially the same as Linux and Mac OS X root. In XP and Mac OS X, users can run a program from a restricted user account if they provide the correct login credentials as the administrator when prompted. In Linux, this is called sudo (super user, do…). This technique greatly simplifies the logistics of logging out as a restricted user, logging in as an administrator, making the change, logging out as administrator, and then logging back in as a restricted user to verify the change.

Homework ■

Review CLI commands and syntax and explore them on your PC. (Remember the HELP command.)

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Review the different versions of the Windows OS and their minimum installation requirements.

Funwork Write a script that automatically copies your Documents folder to a USB or network drive. This might prove more useful than you realize. It is not uncommon for administrators to write short

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scripts to automate tedious or mundane tasks. For help, go to http://technet.microsoft.com/ en-us/scriptcenter/dd940112 or search for “Scripting your first steps.” If you haven’t yet found a newbie friendly forum, try computerhaven.info. They are dedicated, helpful, and considerate IT professionals who remember what it was like to be new to the computer world.



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The Comprehensive Guide to Managing and Maintaining Your PC by Jean Andrews. Chapters 12 through 16

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All-in-One CompTIA Certification Exam Guide, Seventh Edition by Mike Meyers. Chapters 14 through 17

Day 25 Operating System Installation and Booting A+ 220-701 Exam Objectives Objective 3.2: Given a scenario, demonstrate proper use of user interfaces Objective 3.3: Explain the process and steps to install and configure the Windows OS Objective 3.4: Explain the basics of boot sequences, methods and startup utilities

The Windows User Interface Windows provides various methods of accessing information, navigating the computer’s directory structure, configuring hardware, and gathering information. The three interfaces accessed by users are: ■

The graphical user interface (GUI)

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The command-line interface (CLI)

■

The Run-line utilities

As a PC technician, you need to learn your way around all of them.

GUI Utilities The GUI is the interface most familiar to computer users. Usually, on a Windows computer, the user starts by clicking the Start button and then navigating to the desired location or utility. These features vary, depending on the version of Windows being used, so we take a brief tour of the most common interfaces.

Windows 7 Libraries Libraries are new with Windows 7, and although they look like the usual folders you expect when using Windows Explorer, there is more to them than meets the eye. When you open a folder in Windows, you usually expect the items displayed inside to actually be stored in the folder. For instance, the documents in the My Documents folder are actually stored in that folder. However, when you click the Start button on a Windows 7 computer, and then click Computer, you see four libraries in the pane on the left: Documents, Music, Pictures, and Videos. Surprise! These containers are actually “virtual.” Libraries are actually organizers that display various files in a single interface, regardless of where they are actually stored on the computer. For instance, you might want to use the Documents library to “contain” not only files and folders from the My Documents folder, but from other directories on your computer and from other computers on the local network. All you have to do is open the library, click Locations under the library

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name, and add a location. Once added, the files stored in that location are available in the library. No more copying and pasting files to and from different directories.

My Computer In Windows 7, this is called Computer, but it works pretty much the same way. Opening Computer or My Computer displays the attached storage devices in the main pane while offering navigational links in the pane on the left. Storage devices can include internal hard disk drives (HDD), optical drives such as CD and DVD players, and externally attached drives. Different partitions on the same physical drive are shown as separate drives (C:, D:, E:, and so forth). System Tasks, Other Places (My Network Places, My Documents, and so on), and Details are found in the left pane on a typical Windows XP computer. For Windows 7, Computer shows, in addition to the storage devices, Favorites, Libraries, Homegroup, Computer, and Network in the left pane. Here are the details for those places: ■

Favorites includes locations most frequently visited, such as Desktop, Downloads, and Recent places.

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Libraries includes the default libraries previously discussed plus any custom libraries you’ve added.

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Homegroup is the representation of the local network, either in a home or small office setting.

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Computer has previously been described.

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Network provides a list of computers, media devices, and network devices that make up the computer’s network. This differs from Homegroup in that it includes devices and locations that do not have to exist on the local home or small business network.

Control Panel All Windows computers going back to Windows 98 and before have a Control Panel that lets you access the major configuration features for the operating system, such as Device Manager, Keyboard settings, and Sound settings. Windows XP introduced two different views of the Control Panel, the familiar Classic view, which displays different features as applets (this was the only view available in versions of Windows before XP), and Category view, which organizes information by type and function. Windows 7 offers Category view and the options to view Control Panel applets as Large or Small icons. Most technicians prefer an applet or icon view, but users tend to like Category view because it seems more intuitive. Using the Classic icon view, select and open the desired applet and then navigate to the desired interface you want to access and use. Remember, the options available across different versions of Windows are similar but not the same, so expect different features to be available in a Windows XP Control Panel and a Windows 7 Control Panel, for example.

Command-Line Utilities In the CLI, you can navigate the directory system and issue configuration commands; you can also run different tools or utilities. Several utilities are dedicated to providing networking information.

Day 25

47

Ping This is the most common network utility used by computer technicians, and it tests basic connectivity between the computer and a remote host. Open a command-line window and at the prompt type ping followed by either the hostname or IP address of the host you want to reach. An example of using ping with a hostname is ping www.google.com. An example of using ping with an IP address is ping 74.125.127.147. When you press Enter, by default, ping returns four replies, assuming you have a connection. This represents four “packets,” which are containers of network information. A small report is displayed as to how many packets were sent, how many were received, and how many were lost. To see a list of command-line switches available for ping, enter ping /? at the command prompt.

Telnet Telnet stands for “terminal emulation” and is a network utility that enables you to connect to a remote server, log in, and then execute commands on the server. To initiate a Telnet session on a remote host, you must either have the host’s name or IP address. The correct syntax is telnet \\remotehost. Once you initiate the session, you are prompted for a valid username and password. Without the proper credentials, you cannot successfully log in to the host for your Telnet session. At the command prompt, if you type telnet with no hostname, IP address, or other parameter, you open a Telnet session. You can then specify the host or issue other valid Telnet commands: ■

q: Using this command at the Telnet prompt ends your session and returns you to the normal command prompt.

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open \\hostname port: Using this command syntax at the Telnet prompt establishes a Telnet connection with the remote host over the port you specify. For instance, you could establish a connection with a web server using port 80, which is the port used by the HTTP protocol.

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close \\hostname: Using this command at the Telnet prompt closes the session with the specified host but leaves the Telnet prompt present. You can then open a Telnet session with another host if desired.

At the Telnet prompt, to get help, including a list of valid commands, enter ?.

Ipconfig Entering ipconfig at the command prompt results in IP configuration data for the computer being displayed. For instance, information for the computer’s network interface card (NIC) or Ethernet adapter shown by default includes the Domain Name System (DNS) suffix used, IP address, subnet mask, and the IP address of the default gateway the computer accesses to send and receive traffic out of the local network. This command yields similar information for any other network interfaces attached to the computer, including wireless network adapters. Several common parameters are used with the ipconfig command to render additional information or perform configuration tasks: ■

/all: Provides a more detailed list of configuration data for the computer’s network interfaces, including the physical address of network interfaces, lease information about the computer’s

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currently assigned IP address, if issued via Dynamic Host Configuration Protocol (DHCP), and the IP addresses of the relevant DHCP and DNS servers, if available. ■

/release: Using this parameter with the ipconfig command results in a dynamically assigned IP address for the computer to be released or unassigned. This renders the computer without an IP address and thus any ability to communicate on the network. Note that this command is not effective if the computer’s IP address is assigned manually.

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/renew: Using this parameter with the ipconfig command sends a request to the DHCP server asking that an IP address be dynamically assigned to the PC. Note that this command is ineffective if the computer’s IP address is assigned manually or if no DHCP server is available.

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/?: You can use this command parameter to get help information about the ipconfig command, including a list of valid parameters.

Run-Line Utilities These are utilities that are opened by typing their names in the Run box (for Windows computers up to Windows XP) or the Search box (for Windows Vista and Windows 7 computers). The most commonly used Run-line tools are presented as follows.

MSConfig MSConfig is a Run-line tool that lets you disable one or more programs that automatically load at startup so that you can perform diagnostic and repair tasks on a computer. As previously mentioned, depending on the version of Windows you are using, type msconfig in either the Run or Search boxes and then press Enter to open the utility. The System Configuration utility opens and presents several different tabs, depending on the version of Windows. For instance, on Windows XP, available tabs are as follows: ■

General: Allows you to select the type of startup, such as normal, diagnostic, and selective.

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SYSTEM.INI: Allows you to enable or disable selective drivers.

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WIN.INI: Allows you to enable or disable boot time settings, although this file type exists to provide backward compatibility to older 16-bit applications if necessary.

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BOOT.INI: Allows you to edit the boot.ini file, check boot paths, and select specific boot options.

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Services: Allows you to enable or disable a wide variety of services, including Windows Audio, Index Service, and Network Connections.

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Startup: Allows you to enable or disable specific services that are loaded when the computer starts.

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Tools: Allows you to review and launch specific utilities in Windows, such as the Command Prompt, Event Viewer, and Security Center.

Day 25

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For Windows 7, the available tabs are: ■

General

■

Boot

■

Services

■

Startup

■

Tools

The function of the features under these tabs is pretty much the same as those described for Windows XP.

MSInfo32 Running MSInfo32 opens the System Information box, which displays a detailed list of information about the computer’s hardware and software environment. Categories are displayed in the left pane, and selecting any category or subcategory displays the details in the main pane. For example, expanding Hardware Resources and selecting Conflicts/Sharing displays a list of I/O and interrupt request (IRQ) resources and the devices using these resources. If any resource conflicts exist (an extreme rarity in modern computers), that information shows, too. The System Information box also lets you search the contents, and you can refine the search by selected categories or by category name.

Dxdiag Dxdiag is a diagnostic tool designed to test and correct Microsoft DirectX issues. For Windows 2000 and Windows XP, the utility tests and troubleshoots DirectX video and sound-related hardware issues. In Windows Vista and Windows 7, Dxdiag performs no tests and only displays information on system, display, sound, and input issues. The tool reports any problems but cannot fix them. For any 64-bit version of Windows, two versions of Dxdiag exist: a native 64-bit utility and a 32bit version of the tool. NOTE: DirectX is a group of application programming interfaces (API) that manage tasks related to multimedia and game programming on Windows computer platforms. DirectX is used in display and sound for Windows computers and Microsoft Xbox and has been included with Windows since Windows 95 OEM SP2.

Regedit Running Regedit in a Run or Search box opens the Registry Editor for a Windows computer. The Registry is the database that stores all the hardware and software configuration settings for the computer, which are structured as keys and values. CAUTION: Do not edit any of the Registry settings in the editor unless you know exactly what you are doing. Making a mistake with the Registry could result in a computer that will not boot or will make the operating system unstable and next to impossible to repair. Use the Regedit utility only when all other options are not available.

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Like most interfaces in Windows, the organizational structure of the Registry is displayed in the pane on the left. Click and expand the various folders in the structure to arrive at the desired key or subkey. Clicking any folder in the navigation pane displays the contents in the main pane. Although the Registry Editor is used to directly edit the computer’s Registry settings, it is far more common for users and technicians to indirectly edit the computer’s configuration using tools in Control Panel.

Operating System Installation OS installation and booting are tricky subjects. If the A+ exam asks you where the OS is located, they probably want the primary partition on the HDD as the answer. Anyone in IT knows full well that the real answer to that question is, well, anywhere: flash drive, live CD, image, ghost, recovery CD, network boot, or virtualization. If you’re already an accomplished computer geek filling in your resume with some certifications, do not read too much into the questions.

Hardware Compatibility List Microsoft has a process by which manufacturers send their hardware to be evaluated and tested. If Microsoft finds the product to be compatible with one (or all) of its operating systems, it is “certified” and listed on the online hardware compatibility list (HCL). The HCL is an important resource if you’re making large purchases. If you plan to buy 400 new HDDs to upgrade your network, for example, it is in your best interest to first verify that they will work with your OS. A similar process is used for applications, drivers, peripherals, and adapter cards.

Preparing the HDD for an OS Installation Before installing the OS, you need to prepare the HDD. It must be partitioned into at least one logical drive. That partition needs to be formatted. Then you’re ready to install the OS on a clean slate.

Partitioning When an HDD is new or when you are performing a “clean” OS install, you must partition the HDD. Applications that enable you to do so include Fdisk, Partition Magic, or most likely the native software in the OS installer package. Note that the Disk Manager in Administrator Tools in the Control Panel is generally the place where you make partition changes after the OS has been installed. In older versions of Windows, you cannot resize originally created partitions. Windows Vista and Windows 7, however, support that with some limitations, eliminating the need in some cases for a third-party partitioning program. There are two kinds of partitions: ■

Primary: In Windows-based PCs, the primary partition contains the boot files and needs to be active in order to boot. This is what we refer to as the C: drive.

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Extended: Extended partitions can be divided further into logical drives, D:, E:, and so on.

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Essentially, a partition is a fence that marks where data will be written or “planted.” Like a piece of property, you can map many logical partitions (up to 23) on a single HDD. Likewise, a partition can extend across multiple physical drives. The C: name is actually the logical drive on the primary partition, not the actual entire HDD.

Formatting If the partition is the fence, formatting is plowing in preparation to write or “plant” the OS. Formatting sets up the File Allocation Table (FAT). The FAT is a map of the HDD that the OS uses to locate and retrieve stored data. There are dozens of kinds of FATs. Fortunately, the A+ exam focuses on only a few. FAT32 is used in Windows 98/Me and it is an option in XP, Vista, and Windows 7. NTFS is the standard used in XP/Vista/Windows 7. The only time FAT32 is preferred in XP/Vista/Windows 7 is if you need to provide network file sharing (NFS) for 98/Me PCs or to view FAT32 partitions. Upgrading from FAT32 to NTFS is fine. Converting back is not really possible. By most measures, NTFS is superior to FAT32 and should be used if given the option. Among the advantages of NTFS are security, sharing, disk quotas, and compression. Note that low-level formatting (LLF) is not at all the same as formatting. HDD manufacturers have programs for download that enable you to wipe the HDD clean. LLF erases all partitions, data, everything. It is even difficult for forensics programs to reconstruct the data once an LLF has taken place.

Windows Boot Process An unbootable PC that says “Missing Operating System” or “Missing NTLDR” means the BIOS cannot find the boot files and it is time to check the boot sequence in the BIOS. The boot process does not stop there. Here are the steps in order. Be sure you learn this process for the A+ exam. NOTE: The boot process presented here is specific to Windows XP. This process is slightly different for different versions of Windows, so make sure you learn the steps each Windows version uses to boot.

1. POST (power-on self test). 2. BIOS reads MBR (master boot record). 3. MBR takes control and loads NTLDR (New Technology Loader). 4. NTLDR reads BOOT.INI to know which OS and which partition to boot. (This has changed in Vista and 7. BOOT.INI is used only when dual booting older versions and newer versions.) 5. NTLDR uses NTDETECT to detect and install hardware. 6. NTLDR loads NTOSKRNL.EXE and HAL.DLL. 7. NTLDR reads the Registry and loads device drivers. 8. NTOSKRNL.EXE loads WINLOGON.EXE.

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Clean Operating System Install Every techie has memorized the process of installing Windows (after installing it over and over). It is likely going to be one of your first tasks to prove your worth in a shop. They will hand you a PC and an OS and say, “Install this.” Failure is not an option. Your reputation is on the line. First, check the inside of the PC to make sure everything is connected properly, make sure it POSTs, and then follow these steps: 1. Set the boot sequence in BIOS to boot to CD. 2. Boot to the OS CD or DVD. 3. Create a partition. Let the OS create its suggested partitions. 4. Format NTFS (or FAT when 9x systems). Use Linux’s and Mac OS X’s recommended formatting. 5. Install the OS. 6. Install drivers (Device Manager). 7. Update the OS. 8. Update drivers. 9. Install printers and other devices. 10. Deal with any driver issues. 11. Update all drivers. 12. Install applications (Office, for example). (Include normal plug-ins for browsers such as Java, Flash, Adobe Acrobat, and so on.) 13. Update applications. 14. Defrag. 15. Install antivirus (AV) spyware-removal software and other utilities. 16. Create a restore point.

Boot Modes Protected mode lets the OS manage RAM and virtual RAM and choose where to put the programs to avoid one program from writing over another in RAM. Virtual real mode lets the application (even ones written for real-mode access) work in a virtual environment (a virtual copy of the RAM and other hardware that fools the application into thinking it has real control of the computer). It asks the virtual hardware to do something. The OS analyzes the request. If the request is deemed not dangerous, the OS allows it to happen. Otherwise, the OS crashes that session, not the entire machine. When that occurs, you can use Ctrl+Alt+Del to open Task Manager and see that a program is “not responding.” Only that program does not work. Chances are good the rest of the PC is fine and will recover.

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Compatibility mode builds on virtual real mode, and the CPU queries the application to determine for which OS it is designed. Then a virtual machine creates and supports the application as if it were on another OS.

Logical Memory The first megabyte of memory or RAM is divided into sections: Conventional (0 KB to 640 KB), Upper (640 KB to 1 MB), and Extended (anything above 1 MB). NOTE: This is ancient thinking about RAM. Every OS handles memory differently and probably not like this. Still, it might be on the A+ exam, so know this stuff.

Windows Boot Options Sometimes computers experience problems, ranging from minor annoyances to near-catastrophic failures. However, you have a number of boot options available to diagnose and repair the problem, at least most of the time.

Safe Mode This is a boot method that allows Windows to boot to a minimal GUI interface. Only basic drivers are loaded in this process, and booting into Safe mode can let you diagnose a problem with a corrupt device driver or malware that cannot be detected and removed by the computer’s AV program. Booting into Safe mode can be a little tricky. When you power up the computer, you must repeatedly tap the F8 key until the Windows Advanced Options menu appears. Some techs recommend pressing and holding F8, but on some computers, this only results in an error message because the BIOS thinks the key is “stuck.” There are a number of different options available in the Safe Mode utility; the Safe Mode option is most typically used. You can choose Safe Mode with Networking if you want the network device drivers to be loaded. This is helpful if you need to access files on the local network or download a fix from Microsoft, for example. The Enable Boot Logging option creates the ntbtlog.txt file saved in the root system folder, which lets you review a list of components and drivers loaded and not loaded when booting into Safe mode. The Last Known Good Configuration option, when selected, lets the computer boot into the state it was in when everything worked correctly. It is not magic, however. This option just restores a group of Registry keys containing the settings for various drivers and services when they last worked correctly.

Boot to a Restore Point This is not so much a boot option as it is a wizard for selecting a state the computer was in at some previous date, usually before a system change such as installing a new piece of hardware and drivers or the installation of a Windows hotfix.

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For Windows XP through Windows 7, you can launch System Restore by opening the Accessories folder under Programs or All Programs, opening System Tools, and selecting System Restore. For Windows XP, select the first radio button, which is Restore My Computer to an Earlier Time, and then click Next. For Windows Vista and Windows 7, select either Recommend Restore or Choose a Different Restore Point and then click Next. Afterward, follow the instructions in the wizard and when prompted reboot the computer. It will boot to the state in which it existed on the selected date, which many times will resolve whatever problem the last change to the computer caused.

Recovery Options These are a series of different utilities and options that enable you to attempt to troubleshoot, back up, and restore an ailing Windows system.

Automated System Recovery Automated System Recovery (ASR) is a two-part, backup and recovery system that needs to be configured before a problem happens. When a fault occurs in Windows, it is too late to consider this option. In Windows XP, like System Restore, you’ll also find the ASR backup feature located in the System Tools folder under All Programs (or Programs) > Accessories. For Windows Vista and Windows 7, you must go to the Control Panel, click Backup and Restore (in large or small icons view), and then click Set up backup. In Windows XP, once you launch the Backup program, you are taken through a wizard, prompted to select the files and services to back up, and then choose a location (floppy disk drive or external USB drive) you want to be the target of the backup. The selected files and services are backed up in a file with a .sif extension. To restore, you go to the System Tools folder, select Restore Files, and follow the wizard to navigate to the location where the backup files are stored and then perform the restore procedure. For Windows Vista and Windows 7, you use the Backup and Restore utility to create a system repair disc (floppy, USB, or optical disc). You go to the same location to launch the recovery operation. Of course, for any restore procedure, regardless of the version of Windows you are using, you need the recovery disk to make it work.

Emergency Repair Disk The emergency repair disk (ERD) option is available only in Windows 2000. For Windows XP and later, the ASR option is used to create a recovery disk. For Windows 2000, in the Accessories folder, point to System Tools and then click Backup. On the Tools menu, select Create an Emergency Repair Disk. The process is similar to how a repair disk is created in Windows XP. ERD is also used to inspect and repair Windows startup, to locate and replace missing system files, and to inspect and repair a damaged or corrupted boot sector. When you perform these functions, you are prompted for the ERD you created. If the disk is not available, press the L key and Windows will try to find the Windows 2000 installation files and use them to perform the repairs. The files might be located in the root system folder under System32\Config\Software, or you can use the original Windows 2000 installation disk if available.

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Recovery Console This is an option available only in Windows 2000 and Windows XP and is the “when all else fails” option for recovering Windows. If the Recovery Console does not work, your computer is hosed and your only option is to do a fresh install of the OS, obliterating your data and configuration settings. You can access Recovery Console either from the installation CD or by installing the console onto the computer’s hard drive. To install the console from the CD in either Windows 2000 or Windows XP, insert the CD into the computer, disable autorun if necessary, open a command prompt, and enter d: \i386\winnt32 /cmdcons (where d is the drive letter of the CD drive). Follow the wizard prompts to install the console. When you finish, Recovery Console appears as one of the boot options for the computer. To use the console, when the system starts and offers you boot options, choose Recovery Console. When prompted, enter the administrator password. This takes you into a CLI. To see a list of command options available, enter help or /? at the prompt. Tools you can use with the console include diskpart, fixboot, fixmbr, and logon. NOTE: For a list of supported Recovery Console commands, go to http://www.microsoft.com/resources/documentation/windows/xp/all/proddocs/enus/recovery_console_cmds.mspx?mfr=true.

Homework Review and memorize the OS install and boot sequences. Consider how a sequence might change if you have a redundant array of independent (or inexpensive) discs (RAID) or if you are dealing with a dual-boot system. It is time to begin your driver collection. Start collecting every OS, support, drivers, and restore CDs that come with your computers. Make a backup copy of the restore CDs or DVDs. Continue your collection by downloading the drivers for the current hardware. You will thank yourself during the next OS install. The best place to get drivers is the manufacturer websites. If the device is no longer supported, check out sites such as Opendrivers.com or just Google the name of the device, the OS, and the word driver. Your collection CD or flash drive will become a go-to resource for you in the future.

Funwork An awesome site for IT questions and geek culture is http://geekgirlsnetwork.com. Chalk one up for girl geeks! If you plan to enter this field, you should probably know that this world is fundamentally coed and completely blind to ethnicity. The world’s best code crackers are two legendary women. Chances are good that your bosses will be women/minorities. You should probably Google Jane McGonigal, Marissa Meyer, Meg Ryan, and Padmasree Warrior. There are countless other women IT rock stars out there. The GeekGirlNetwork site contains a lot of really cool information. Check it out and have fun.

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■

CompTIA A+ Cert Guide, CompTIA A+ by Mark Edward Soper, Scott William Mueller, and David L. Prowse. Chapters 13, 14, and 15

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Day 24 Laptops and Printers A+ 220-701 Exam Objectives Objective 1.10: Install, configure and optimize laptop components and features Objective 1.11: Install and configure printers

Key Points Truly, laptops, tablets, and cell phones are the future of PCs. This is a little scary for us in the repair business because portable devices are rarely fixable, considering the cost of replacement and rapid price depreciation. Entire offices are converting to laptops because they are often as cheap as their desktop counterparts. They use less electricity. And, we cannot forget the coolness factor. Portable computing is truly a landmark, a turning point in our culture. Just consider life without a cell phone, email, or MP3 player. The A+ exam follows major technologies and doesn’t especially care about what is trendy. The latter drifts into history like 8-tracks, portable game consoles, and Tamagotchi pets. What doesn’t change are the fundamental principles behind these portable devices. That is where the A+ exam focuses.

Expansion Devices Ever since the first portable computers became available, laptops have seen many devices and methods by which to expand and connect to other devices and resources. Today, PCIMCIA cards (PC cards), PCI Express cards, and docking stations are used to expand the resources and capacities of portable computers. These methods are used to add storage, network adapters, and additional ports, such as USB or FireWire, to laptops.

PCMCIA Cards and PCI Express Cards Mini-PCI expansion allows for some additional functionality of laptops. Personal Computer Memory Card International Association (PCMCIA) cards can be used if the laptop is designed for them. Another, more modern expansion slot for laptops accommodates ExpressCards. They look and act very much like PCMCIA cards, but they are actually a tiny bit narrower. (On a fun note, some say that PCMCIA really stands for People Cannot Memorize Computer Industry Acronyms.) Table 24-1 compares the laptop expansion cards.

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Table 24-1

Laptop Expansion Cards

Bus Type

Thickness

Usage and Description

PCMCIA Type I

3.3 mm

SRAM flash (like a USB flash drive).

PCMCIA Type II

5 mm

Standard PCMCIA, used for modem, NIC, WiFi.

PCMCIA Type III

10.5 mm

Double thick, primarily used as an HDD.

ExpressCard /34

5 mm

The name notates the width in millimeters (34 mm).

ExpressCard /54

5 mm

Usually used for card readers and sometimes the cutest little HDD ever made. (Stick with solid-state flash drives.)

Installing PC cards and ExpressCards is relatively easy. In a lot of cases, they are “plug-and-play” and require little or no other configuration. However, always read the documentation that comes with the device to see whether there are any installation and configuration requirements. Depending on the device, you might have to install device drivers and application software to support the card (but only once). As shown in Table 24-1, not all cards come in the same size. Verify that you have a compatible card slot for the expansion card you want to use for your laptop. If you want to add a card slot to a laptop, the laptop must have an available, internal expansion slot. Expansion slots are common in desktop computers, but not so much with laptops due to space considerations. If your laptop has an available expansion slot, you can buy and install a card slot expansion card and install it inside the laptop. You must unplug the power adapter from the laptop and remove the battery, and then consult the documentation for your make and model of laptop to discover how to safely open the case and install the expansion device.

Docking Stations A docking station allows users to quickly connect to a device that actually is plugged in to many others like a mouse, keyboard, external monitor, flash and external drives, or a wired network interface card (NIC). A true docking station offers more functionality than a similar device known as a port replicator. As the name suggests, it simply replicates existing ports on the portable device and allows for quick, easy connection to that device. Docking stations and port replicators are not “one size fits all.” In other words, they are usually proprietary and made to service only one make and model of laptop. If you’re using a laptop with a compatible docking station, you should find it fairly easy to attach the laptop to the station and use a monitor, keyboard, and mouse combination. Line up the ports on the laptop to the analogous ports on the docking station. There should also be latches or pins on the docking station that match small openings on the laptop’s body that allow the laptop to be locked into place. If one or more docking station functions do not seem to work, verify that you have a good match of all the ports and apertures. Also make sure the monitor is on and that all external devices are firmly attached to the docking station. Most of the time, if you have a problem getting a laptop to work with a docking station, a loose connection is the problem.

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Laptops and Projectors When using a projector, practice first. Nothing screams newbie more than arguing with a projector during a presentation. Laptops save energy by not sending a signal to the external video port. To use the projector, external monitor, or TV, use the manufacturer’s keystroke combinations or buttons to redirect the video signal. Usually, it is the function key F8, but it varies by manufacturer. Check with the projector’s documentation and verify which ports on the projector and laptop must be used to attach them. (The projector should come with an appropriate cable.) Resolution on projectors is often much lower than laptops. Change the resolution to SVGA 800 by 600 or VGA 640 by 480 so that you provide a good, simple signal to the projector.

Communication Connections The following sections cover some common methods that laptops use to connect to devices and networks. It is important to understand these technologies beyond just trying to score well on the A+ exam. Resolving connectivity issues is a common entry-level technician task.

Bluetooth Devices Bluetooth is a proprietary form of wireless communication used to send and receive data over short distances. The most well-known application for Bluetooth is for portable phones, but Bluetooth is used in a wide variety of devices, from phone headsets to computer mice to mobile printers. Normally, as the version or class number increases, so does performance. This is not the case in Bluetooth. Class 1 is the longest range, with the most power (and also the most hearable by others). An earpiece for a cell phone does not need Class 1. On the other hand, Class 1 power might be exactly what is required at a sporting event or auditorium where there is a great deal of noise. Table 24-2 lists the three Bluetooth classes, power ratings, and distances. Table 24-2

Bluetooth Power Class Comparison

Class

Max Watts

Max Distance

Class 1

100 mW

100 m

Class 2

2.5 mW

10 m

Class 3

1 mW

1m

Some, but not all, laptops come with an integrated Bluetooth adapter. If your laptop has built-in Bluetooth, you might still have to add or configure the Bluetooth service. If the laptop does not come with integrated Bluetooth, you can install a Bluetooth adapter with a PC card or PCI ExpressCard, but you then need to install and enable the Bluetooth service. With Windows XP SP2 and subsequent versions of Windows, however, drivers for many Bluetooth devices are already present. When you purchase a Bluetooth adapter for your laptop, consult the documentation. If Windows doesn’t recognize the device, you must install the drivers using the disk that accompanied the Bluetooth device. Also, check the Control Panel and look for a Bluetooth Devices applet, which launches the Add Bluetooth Devices Wizard.

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After installing the adapter, if you want to perform file transfers from your computer to another computer or other Bluetooth device, click Start, Run, type fsquirt in the Run box, and then press Enter. The Bluetooth File Transfer Wizard will launch. Then just follow the instructions for transferring files.

Infrared Communications Infrared (IrDA) communication uses the light spectrum just outside of human sight. It flashes on and off like a flashlight that generates a signal. The most important thing to know about IrDA is that the transmitter and receiver must be able to “see” each other. Radio signal propagates through walls, floors, and furniture. That is not the case with IrDA. (Think: TV remote control). Also, IrDA operates in half-duplex mode, which means an IrDA device can either send or receive at any point in time, like a walkie-talkie, not both at the same time, like a telephone. Table 24-3 summarizes infrared details. Table 24-3

Infrared Details

Standard

Value

Maximum range

1 m (39 inches)

Maximum throughput

4Mbps

Communication mode

Point-to-point ad hoc

Compatibility

IrDA

Security

None

Bluetooth and IrDA devices might not be plug-and-play. Some of these devices might require that you adjust the Advanced Configuration and Power Interface (ACPI) settings in the computer’s BIOS. Review the documentation for the device before attempting to install it to see whether it has any special configuration requirements.

Cellular WANs It is perfectly reasonable to think of cell phones when you think of cell phone networks, but cellular WAN networks can also be used to allow laptops to communicate over long distances. It is not typical for a cellular adapter to be built in to a laptop, so you’ll most likely have to add one using a PC card or a PCI ExpressCard. You will also have to contact your cellular provider and arrange to sign up for a plan to bring cellular WAN service to your laptop. There are three main connection types: ■

GSM, a global standard

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CDMA, a domestic standard

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3G or 4G, a cellular mode used for transmitting data and video

Some laptops, e-book readers, and tablets come equipped with an onboard cellular interface, and providers can bundle the adapter with a contract plan. So, activating cellular service for these devices becomes relatively effortless.

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As previously mentioned, if you want to install cellular WAN functionality, most of the time you must buy both the hardware device and the contract services. Before making your purchase, verify that the device is compatible with your laptop and compare the available cellular services with your personal/business needs and compatibility with the cellular adapter you want to purchase for the laptop. You might need to contact technical support or the sales division for your cellular provider for assistance.

Ethernet NICs It is not uncommon for laptops to have integrated wired Ethernets NIC. They are useful in a wired Ethernet environment, bypassing any added complexity of a wireless connection. The following is a list of what you should know about NICs on a laptop: ■

NICs function just like any NIC on an Ethernet network.

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The NIC is active by default, but if necessary, it can be shut down by changing the BIOS configuration for the adapter.

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External NICs can connect through USB or PCMCIA expansion slot.

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Like all wired NICs, they use an RJ-45 port and RJ-45 head with eight pins.

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Integrated or external NICs can provide data transfer speeds of 10 Mbps, 100 Mbps, or 1000 Mbps.

It would be unusual for a laptop to not possess an integrated NIC, and the most common data transfer speed is 100 Mbps, which is usually sufficient in most home and office environments. If the integrated NIC should fail, it would probably be very difficult, if not impossible, to replace the internal unit. The better solution is to purchase and install a USB or PC card NIC. You’ll probably have to disable the integrated NIC in the laptop’s BIOS before the replacement NIC will function.

Modems Laptop modems seem unnecessary in the day of ubiquitous 4G wireless connectivity, but not everyone uses a laptop in areas that support broadband. Sometimes an old-school mode is the only way. The following is what you should know about modems on a laptop: ■

Modems transmit data at 56 Kbps.

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Modems can be an integrated device or connect through USB or PCMCIA expansion slot.

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Modems use POTS (plain old telephone service).

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Modems usually use a third-party application to manage the connection but can be controlled by commands.

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Modems use an RJ-11 port and RJ-11 head that can support four pins that look exactly like regular phone cables (because they are).

Modems are less likely to come as integrated components in laptops. If you have a laptop that requires a modem, you have to add it as a USB device, PC card, or a PCI ExpressCard. Most computer/electronics vendors carry such devices, so find and purchase a modem device type that meets the specifications for your laptop and then follow the device’s installation instructions. As with most other PC card or USB devices, installation should be relatively simple.

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Power Settings and Electrical Input Devices Laptops and portable devices run on batteries that are charged by a DC power supply. The wall power is 120V AC. A transformer converts that to a DC voltage level and amperage that the laptop or portable device expects to get. Do not assume that because the power connector fits physically that that means it “fits” electrically. It would be sad to fry your favorite cell phone because you gave the battery too much power too fast. Read the back of the transformer. The output of it should match the expected input of the portable device.

Autoswitching Power Supplies and Fixed-Input Power Supplies A fixed-input power supply expects a predetermined AC voltage input. In contrast, an autoswitching power supply is designed to accept a variety of AC inputs. These allow users to travel to countries that use many different voltage standards.

Batteries Batteries have come a long way over the past 20 years. Ask someone who had an early laptop or cell phone. It is not uncommon to find batteries that power laptops for more than 6 hours, although the kinds of usage affect the charge life. DVD and HDD disk access and wireless networking draw more power than normal. All batteries have “bad” chemicals in them, and local governments regulate how to dispose of or recycle batteries. Lead-acid, alkaline, and NiCd batteries tend to develop memories. A battery memory is a decrease in the time between charge cycles. In other words, it holds a charge for less time and takes longer to charge. Exercising the battery helps reduce the memory. To exercise a battery, you must charge it slightly above the normal voltage and then use it until no charge is left. Do this regularly and the memory will not be as much of an issue. NOTE: Remember that before installing or removing any laptop hardware for services, you should disconnect the power adapter and remove the battery.

Table 24-4 describes different types of batteries. Table 24-4

Batteries

Battery

Characteristics

Usage

Nickel-cadmium (NiCd)

Heavy, long life, develops a memory over time

Used for devices with large power requirements

Nickel-metal hydride (NiMH)

Moderate weight, moderate life expectancy

Cell phones, GPS systems, digital cameras, moderate power requirements

Lithium-ion (Li-ion)

Light, long lasting

Cell phones, laptops, medical devices

Lithium-ion polymer (LiPo)

Quick recharge, small, light, expensive, PDAs, laptops, MP3 players medium lasting

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When you purchase a laptop, it comes from the factory with a compatible battery and you can order one or more additional batteries at the time of purchase. Consult the laptop documentation before installing and using the battery in the laptop. Usually, you must install the battery (usually, they just slip in the battery slot and lock into place but check the laptop documentation to verify the installation method), and then attach the power adapter and cord and plug it into a wall socket or surge protector. The battery must charge for a specific period of time before it is ready for normal use. Laptop batteries eventually fail and must be replaced. You must use a battery that is compatible for the make and model of the laptop you are using. Using an incompatible battery pack, even if it physically fits in the laptop, can damage or destroy the computer’s electronic components. Always review the laptop documentation or the laptop manufacturer’s website to determine the battery required by the laptop.

ACPI Levels Advanced Configuration and Power Management (ACPI) refers to the different power states a device can possess. If a computer’s power state is lower than what a device requires, the device turns off automatically. ACPI levels are set in the computer’s BIOS, and when you install a particular device, you might need to go into the BIOS and manually configure the ACPI level. Here’s a brief summary of the seven ACPI levels: ■

S0: System is on.

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S1: Power on, suspend state. CPU is not processing commands, and HDDs are off. Devices with S1 support are on.

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S2: Standby state. Like S3 but with faster RAM refresh.

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S3: Standby/suspend to RAM state. CPU not processing, RAM refresh is slower than S2.

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S4: Suspend to HDD.

■

S5: Hibernate state. All hardware is off, including power supply but CMOS maintained by 5Vsb.

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S6: Hibernate state. Same as S5 but CMOS maintained by onboard battery.

For modern laptops, you shouldn’t have to worry too much about ACPI levels when you install new laptop devices. Also, although this is important information to know for computer technicians, ACPI levels are not specified in the A+ exam objectives.

Input Devices Laptops have some unique input devices. Because of the size and weight limitations, some creative solutions have been developed over the years. This section outlines some of those devices.

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Digitizers Input devices on portable devices range from touchscreens to styluses. A digitizer is an input device that understands X, Y position. Digitizers can use a stylus or a finger to identify what position the user has entered. Highly accurate digitizers are used by artists and animators to input hand-drawn art into a computer. Installing an external digitizer such as a stylus is much like installing any other device to a computer. In general, you need the device and the driver or installation disc. Each manufacturer has somewhat different installation procedures for their devices, so always consult the documentation for the device you want to add before performing any actions. When buying an input device, make sure it is supported by the operating system for your computer. If you use device drivers that were written for Windows Vista and Windows 7 on a Windows XP laptop, the device will probably not work, and installing improper drivers could cause unforeseen problems on the laptop.

Function Keys Laptops use function keys to change the mode or function of other keys. For example, there might be a ten-key number pad overlaid on top of a keyboard. A function key (Fn) might toggle between keyboard versus ten-keypad mode. Fn keys often control screen brightness, volume, external video port settings, and many more. There is no standard among manufacturers about the usage or functionality of function keys. Keep in mind that although some integrated features on the laptop can be controlled by function keys, others can be turned on or off only in the BIOS or by using a manual switch on the laptop. For instance, on some laptops, the radio used by the wireless (WiFi) interface is turned on and off by a physical switch. Unfortunately, no industry standard applies to which function keys operate which features on a laptop. Each manufacturer has its own conventions about what each function key will do. When managing a laptop using function keys, consult the documentation for the make and model of laptop you are using. If you do not have access to the original hardcopy documentation, you can usually download a copy from the manufacturer’s website.

Pointing Devices Examples of pointing devices include touchpads, point sticks, and track points. Laptops almost universally use an integrated touchpad to control the cursor. A touchpad uses capacitive and conductive sensing to determine X, Y positions. This is why fingers work on them but other objects do not. Some laptops have a small point stick that controls the cursor like a game controller. Others have a ball that controls the arrow in much the same way a ball mouse does.

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Printer Types You need to understand four common printer technologies to pass the A+ exam: ■

Laser

■

Inkjet

■

Thermal

■

Impact

In this field, you will spend quality time inside printers, so learn them well.

Laser Printers Laser printers are a good balance between cost and quality. They are quiet, reliable, and produce high-quality printouts. Laser printers are not cheap, and toner can be pricey. Except for the initial costs, the actual cost per page is quite low. Table 24-5 outlines the six steps of the laser-printing process. Table 24-5

Laser-Printer Process

Step

Details of Each Step

Mnemonic

1. Cleaning

The drum is cleaned by a wiper or in some cases an electrical charge can drop excess toner from the drum.

California

2. Conditioning

Puts uniform charge of –600 volts direct current (VDC). This phase is also called charging.

Cows

3. Writing

Laser traces the image on the charged drum and changes the voltage to –100 VDC in those areas the laser touched.

Will not

4. Developing

Negatively charged toner is applied to the drum and sticks to the areas with altered voltage.

Dance

5. Transferring

The secondary corona wire charges the paper. The toner is statically attracted to the paper.

The

6. Fusing

Rollers melt the toner and embed it into the paper.

Fandango

Inkjet Printers Inkjet printers include either thermal or piezoelectric nozzles. Thermal nozzles boil the ink, and jets of steamed ink are shot out onto the paper. Piezoelectric nozzles energize crystals that vibrate and control ink flow. In either case, the nozzles get clogged and misaligned. Routine self-testing and calibration is recommended to maintain high-quality print output. Photo paper allows the ink jets to produce very high-resolution, “photo-quality” pictures. Inkjet printers are usually inexpensive, but the ink can cost upward of $1 per full-color page. In many inkjet printers, all the ink cartridges must be installed and full even if you are printing a black-andwhite document.

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Thermal Printers Used on point-of-sale systems, thermal printers print receipts and other inexpensive continuousfeed outputs, such as those produced by electrocardiograms, label makers, and old fax machines. The paper is stored on rolls and is treated so that heat darkens it.

Impact Printers A dot-matrix printer uses a group of pins that strike a ribbon against the paper. When the pins are used in combination, they create shapes of letters. A daisy wheel looks like a flower, and each petal has a letter, number, or symbol on it. It spins to the right letter and is whacked against the ink ribbon, printing the character onto the paper. Impact printers are measured in characters per second (CPS), not pages per minute (PPM). Near letter quality (NLQ) is the best quality a dot-matrix printer can have. Impact printers are used on carbon copy paper.

Local Versus Network Printers The three primary ways to connect to a printer are as follows: ■

Directly connected to a PC via USB, parallel, FireWire, or infrared (IR)

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Directly connected to a remote networked PC that acts as a print server for the network

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A networked printer that has a NIC and is a fully capable network device

Regardless of the physical connection, the drivers must exist on the PC from which the print job is sent. To start the process in Windows XP, select Control Panel > Printers and Faxes > Add New Printer. NOTE: The process varies a little depending on what version of Windows you are using. For Windows 7, click Start > Devices and Printers > Add Printer.

This wizard searches for directly connected PCs or searches for print servers on the network. If it doesn’t find the printer, check the obvious things first: Is the printer plugged in and turned on? Does it have paper and ink? If it is a network printer, check whether the network settings are correct. Is the printer “online,” meaning is it ready to receive print jobs? Is there a job stuck in the queue? The queue is RAM on the printer that stores multiple jobs in the order they were received. If the printer stops working, end users have a terrible habit of repeatedly clicking the Print button in an effort to motivate the printer back into service. Be sure to clear the queue before printing a test page. TCP/IP printers are controlled by a printer server. Print jobs are sent to the print server and are then forwarded to the printer. It is important to note there are two styles of print servers. One is a standalone PC with a NIC connected to the network and a USB directly connected to the printer. The other print server is built in to the printer. These network printers connect directly to the network, and the printer manages the print services with no need for a dedicated PC.

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Printer Drivers (Compatibility) In the real world, it is not at all uncommon for multiple printers even with disparate model numbers to use the same print drivers. That said, if the A+ exam asks, the answer is that the exact driver for the specific printer must be properly installed on the PC for it to work. The drivers are located on the CDs that came with the printer or online. Many techies prefer the online versions because they are the most up-to-date. On the manufacturer’s website, review the information about the drivers before downloading and installing to make sure they provide the functionality you require.

Consumables This is a tricky topic. There seems to be an inverse relationship between the cost of the printer and the cost of the consumables. An inexpensive inkjet printer can run between 25 cents to $1 per page depending on color and density of the image. Black double-spaced text is considerably cheaper to print than a full-color, full-page photo. Laser toner often costs hundreds of dollars per container, but you get thousands of pages per container at a considerably less cost per page. When advising your customers, keep the cost of consumables in mind.

Homework Review the batteries, ACPI levels, and the PCMCIA types. These topics are an A+ exam favorite.

Funwork If you have access to Vista, check out Windows Journal in the Accessories or under Tablet in the Start menu. It is the application that supports tablet PC handwriting recognition. You can use a mouse to “hand write” something even if you are not using an actual tablet. Select the “hand writing” and convert to text. Lots of fun. Search online for three laptops: One for less than $400, one for around $2000, and one for more than $4000. Compare and contrast them component by component and determine why the disparity in price exists for essentially the same device. If you want a real challenge, go find out what a Tamagotchi digital pet is.



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The Comprehensive Guide to Managing and Maintaining Your PC by Jean Andrews. Chapters 9, 17, 21, and 22

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Day 23 Basic Troubleshooting and Preventive Maintenance A+ 220-701 Exam Objectives Objective 2.1: Given a scenario, explain the troubleshooting theory Objective 2.2: Given a scenario, explain and interpret common hardware and operating system symptoms and their causes

Key Points Today you learn the official troubleshooting method for the A+ exam. This is a short chapter but contains many useful real-world ideas and skills. The funwork is particularly fun today.

Troubleshooting CompTIA has put together a step-by-step approach to troubleshooting. It is a not bad method, but there is some disagreement among techs as to the merits of this highly structured approach. Regardless, it is all over the A+ exam, so you should probably memorize the following steps and be able to recite them in order. Do that, and these will be slam-dunk questions when you get them. 1. Identify the problem. 2. Question the user and identify user changes to the computer and perform backups before making changes. 3. Establish a theory of probable cause (question the obvious). 4. Test the theory to determine the cause. 5. Once the theory is confirmed, determine the next steps to resolve the problem. 6. If the theory is not confirmed, establish a new theory or escalate. 7. Establish a plan of action to resolve the problem and implement the solution. 8. Verify full system functionality and, if applicable, implement preventative measures. 9. Document findings, actions, and outcomes

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More on Troubleshooting The following is a list of additional ideas and philosophies about troubleshooting collected from computer geeks all over: ■

Always back up user data before anything else.

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Assume that their data contains malware and use caution and your own updated antivirus to scan their stuff.

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Always protect customer passwords, data, billing, and personal information as if it belonged to your mother. When you no longer need this information, destroy it—the passwords, not the customer.

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Use open-ended questions (such as, “Tell me what you were doing when the problem first occurred”) and closed-ended questions (such as, “Does the problem happen before or after you send email?”) in your information gathering from the customer.

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If the computer worked before and doesn’t work now, something changed. Find out what.

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Start with the least-invasive fix and progress to more potentially damaging or risky fixes. For example, do not replace the CPU because the user cannot check his email.

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Reduce complexity. Start with power supply, motherboard, RAM, and CPU. Then add storage, I/O ports, and cards. Finally, look at peripherals. At some point, it will lock up or fail to boot. The problem is probably with what you just added or what the computer’s compatibility is with that device.

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Always clear the print queue before fixing the printer, lest there be 300 pending copies of waiting documents.

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Always consider user error. Ask them to reproduce the symptom while you are with them to see if it is just a simple learning moment for them.

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Consider office politics and sabotage. “Let’s see if the new kid (you) can defeat a simple shutdown script in the startup folder.” FYI: F8 on boot, choose Safe mode, remove the script from the Startup folder, and then restart the PC in normal mode.

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Regardless of how icky the equipment was when they gave it to you, physically clean the customer’s equipment before you return it or when you have completed onsite work. It takes no time and makes you look like a pro.

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In this order, look for drivers and how-to resources: 1.

Manufacturer’s website.

2.

Documentation and software that came with the equipment.

3.

Legit forums (if you are having a problem, there is a strong chance someone else has had the same problem).

4.

TechNet.

5.

Tom’s Hardware.

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6.

CNET.

7.

Finally, do not forget about your training and exam prep materials!

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Some techs keep a notebook of the issues they’ve worked on and how they were solved. Others use a database tool (such as Microsoft Access) to keep such records.

Memory Dumps If the RAM has a problem, the system crashes. It produces the blue screen of death (BSoD) and displays a stop code. True ubergeeks can read this and figure out which memory block failed, where, why, and so forth. For the fledgling tech, write down the stop code and the explanation. Go to a working PC and Google the stop code and explanation. Many great sites provide information about stop codes. The cause is often badly written or corrupt software and drivers. Sudden restarts are often BSoDs followed by an immediate restart. (Not to be confused with sudden shutdowns, which are usually caused by overheating.) BSoDs are not exclusive to Windows. The diversity of hardware and applications written for Windows makes it more susceptible. If you suspect bad RAM, consider one of the multiple memory-testing programs that are available. You should have this in “your bag of tricks.”

Homework Memorize the official step-by-step troubleshooting method. There’s a good chance you will see it on the A+ exam.

Funwork Listen to podcasts of Car Talk at http://www.cartalk.com. These guys troubleshoot car problems during a call-in radio show. Know that they have a reputation for being wise guys. People who call them for help know they will be teased. (That kind of behavior while working at a help desk is considered to be anything but career enhancing.) But do listen to how they troubleshoot using the wide-to-narrow approach. They often find the problem is “user error.” Listen to how they handle it with humor, but respectfully. Their opinions are often sought to support arguments among “end users.” Notice how they always develop a close rapport with the customer by the use of banter. Just keep in mind that what works for Car Talk wouldn’t work in an actual auto garage, and it wouldn’t work for a PC technician. Those who are experiencing computer problems are usually upset, usually behind on their work because of the problem, and most nontechnical people feel inadequate when talking to a technician about their PC problems. Sometimes customers are concerned that the technician will blame them in some way for damaging the PC. If you try to use “Car Talk banter” with these customers, they likely will become even more upset and probably even become offended. That doesn’t mean you have to throw your sense of humor out the window. A lighthearted and easygoing approach can put a customer at ease. Just make sure any jokes you tell cannot possibly be taken as a criticism of the customer.

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All-in-One CompTIA Certification Exam Guide, Seventh Edition, by Mike Meyers. Chapter 27

Day 22 Troubleshooting Laptops and Printers A+ 220-701 Exam Objectives Objective 2.3: Given a scenario, determine the troubleshooting methods and tools for printers Objective 2.4: Given a scenario, explain and interpret common laptop issues and determine the appropriate basic troubleshooting method Objective 2.5: Given a scenario, integrate common preventative maintenance techniques

Key Points Today we talk about troubleshooting laptops and portable devices and printers. Familiarizing yourself with the care, maintenance, and troubleshooting of these devices is definitely time well spent.

Cleaning Laptops To do any work, even cleaning, you absolutely must unplug all peripheral devices (some devices, such as a camera, might have their own power supply), unplug the laptop from the wall outlet, and remove the battery. Some laptops have more than one battery. Spray cleaning solution on a soft lint-free cloth, and then wipe the laptop. Do not spray anything onto the laptop; they do not swim very well. Never use a paper towel on an LCD screen. It will permanently scratch it.

Repairing Laptops Portable devices are surprisingly tough, but because they live in the world rather than in a climatecontrolled, secured server room, they tend to take extreme abuse. Repairing a laptop is simple. The parts that break have their own access panel: RAM, battery, HDD, and expansion slot devices. Parts that break and cost more to replace than the value of the laptop are difficult to access: CPU, motherboard, and LCD screen. It is imperative that you explain this to your customers before you commit to a major repair on a laptop (considering their very short life span).

Common Laptop Problems and Solutions Unfortunately, repair of many common problems is often an economic death sentence (for example, cracked LCD screens, battery failure, water damage, and overheating). First, check to determine whether the laptop is still under warranty. Many laptops come with a 3-year warranty under the condition that it gets fixed by the manufacturer. You do not want to be the one who voids it on behalf of your client. Table 22-1 shows some common laptop problems, all of which are fair game on the A+ exam.

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Table 22-1

Common Laptop Problems

Laptop Problem

Solution

Blank screen.

Check for LED, heat, vibrations, or other signs of life. (It might not be turned on.) The video might be redirected to the auxiliary port for a projector. The brightness or contrast might not be set correctly. The video drivers or resolution might not be set properly. Test the battery with a multimeter.

Dim screen.

Check for a brightness option in the BIOS, Control Panel, or Power Management; sometimes a button controls this manually.

Black border.

Adjust the resolution in display properties. Check the BIOS for monitor settings. Reinstall or roll back the video drivers.

Battery will not charge.

Visually inspect the power adapter port on the laptop. Many laptops die because the power adapter was plugged in as the laptop pushed against something. It could be that the battery’s life has ended. They do not last forever.

Battery drains rapidly.

The battery has a memory and will need to be replaced soon.

No networks detected.

Check on the outside of the laptop for a WiFi (and often Bluetooth) on/off switch. Verify that a properly working wireless local-area network (WLAN) is available and it is set up to allow more PCs. Start the basic troubleshooting process of enabling the device in the BIOS and installing correct drivers in the Device Manager. In the case of a network interface card (NIC), make sure the network settings are correct.

Touchscreen will not respond.

Treat it like any other input device: Enable it in the BIOS; install correct, updated drivers in the Device Manager; and ensure the touchscreen application is running. Calibrate it using the application. If necessary, train the user how to use the touchscreen.

Video Ports External video ports allow laptops and portable devices the ability to interface with external monitors and projectors. Usually laptops have a key combination or function key that toggles among three modes: ■

Native screen only

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Both native and external screens

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External only

The external screen can be a duplicate or an extension of the native screen.

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Keyboards Laptop keyboards are cramped enough. Cell phones make laptop keyboards look like an airport. Be sure to vacuum dirt and stuff out from under keyboards. Compressed air only pushes it farther into the crevasse. Replacing laptop keyboards is a notoriously complicated task. A best practice when disassembling a laptop is to briefly sketch out the device and as you remove the screws punch them through the paper where they belong on the diagram. The screws will not roll around and you will ensure the same screws go in the correct place. Remember there is no standardization among laptop manufacturers. In a PC, in a pinch, you can be creative and borrow screws from other devices. It is imperative laptops be reassembled correctly. The same holds true for printer and projectors. There are no standards, and they must also be assembled correctly. Use the manufacturer’s website to determine how to disassemble the laptop.

Wireless Cards Compatibility: Is it A, B, G, or N? Is it WiMAX, Cellular, Bluetooth, IrDA? Too much! Let’s make this simple. What type is the wireless access point? The laptop or portable device must be the same or at least compatible. How far away is the device from the access point or antenna? It goes without saying that the laptop must be within range. The tricky part is knowing what is exactly “in range.” That range varies considerably from 1 meter for a class 3 Bluetooth to many kilometers of coverage for cell towers. Just make sure it has enough signal strength. An integrated NIC is enabled by default but can be disabled in the BIOS. It must have correct drivers. It must have an application that manages the connection. All Windows and Mac operating systems have native applications for that. That is not necessarily true for Linux, although in Ubuntu wireless management apps are available. If they aren’t for the distro you’re using, you may need to download them specifically for your NIC. Make sure you know about the button on the side of the laptop that turns on and off the wireless NIC. Nothing screams “newbie” louder than failing to flip the switch after spending quality time (and your customer’s money) troubleshooting the NIC. NOTE: As a rule, the WiFi management utility for Windows tends to do a better job and is easier to use than the app that comes with the WiFi adapter.

A Lifeless Laptop? Verify power (for example, LEDs, swap AC adapter). Check the battery with a multimeter. If it works only while plugged in, consider replacing the battery.

Peripheral Problems? Remove all peripherals, and then add them one by one until it fails. Start there. You typically use this technique with desktop computers as well, and it proves especially handy when you encounter a severe problem, such as a computer not finishing the boot sequence or when you encounter a blue screen.

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No Video? Plug in the external monitor, toggle the Fn keys, check the hardware switches, and check the LCD cutoff switch. If you still have no luck, verify backlight functionality and pixelation. Also, check the laptop’s RAM, because this is a common cause of video issues.

Woeful WiFi? Always first check the switch for built-in WiFi antennas or external antennas. Then ensure that the BIOS is enabled, that Device Manager has good drivers, that Windows Wireless Zero in the Services is enabled, and that the WiFi management app indicates that the wireless adapter is receiving a signal.

Common Printer Problems and Solutions Table 22-2 lists common printer problems and their solutions. It is uncommon but not unheard of to attach commercial printers to UPS devices to avoid losing large jobs in the event of a power outage. However, you should not attach a laser printer to the UPS. Laser printers draw a large amount of power and can damage the UPS battery. Table 22-2

Common Printer Problems

Printer Problem

Solution

Streaks or lines on the paper.

Replace the toner cartridge.

Consistent tick marks.

Clean or replace the drum.

Prints gibberish characters.

Reinstall the drivers or clear the printer queue, turn off the printer, and reboot the computer. Replace the cable connecting the computer with the printer.

More than one sheet of paper enters the feeder at the same time.

Humidity causes paper to “clump.” Store paper in cool, dry area.

Printer will not pick up the paper.

Clean the grip wheel with a cotton swab and 70% isopropyl rubbing alcohol. Replace the pickup roller if it is “smooth.”

Paper tray does not push paper up high enough.

Check the spring tension in the tray.

General troubleshooting of an All-in-One device.

Test all the functions and features of which the device is capable, such as print, fax, copy, and scan.

Managing Print Jobs The management of print jobs is a shared responsibility between the computer and the printer. The print spooler is a to-do list for the printer managed by the PCs that connect to it. In Print Preferences, you can specify a great many things about the individual print job at hand. Print Properties affects how your computer interacts with a printer. The most common tool for testing printer functionality is to print a test page. This is done through Print Properties. Probably the first test you should run is a self-test from the printer. If that works, the problem is likely in the communication between the printer and the computer.

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Homework Search online for information about troubleshooting laptops and laptop repair. Many good flowcharts and videos are available. Note what kinds of tools are used, where the devices are located, and what they look like inside a laptop. Think back over the subjects, tables, and descriptions discussed in the past 9 days and pinpoint the subjects you struggled with the most. Review those sections in this book and in the IT Essentials course. Use HowStuffWorks, TechSpot, Cnet, TechRepublic, PC Magazine, ZDNet, or other good resources to explain the topic to you in a different way. You have an exam in a week. Be sure that you’re ready.

Funwork Find an appropriate printer for each of the following clients: ■

An advertising agency that produces poster-size, full-color ads for store windows (prints on plastic film).

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A college student who will move frequently over the next 4 years (small, light, and tough).

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A small home/small office (SOHO) wireless network for a real estate firm (legal-size paper is a must).

There are many correct answers, but these are a good start: ■

HP DesignJet Large Format series or Epson Stylus Pro Large Format series with static cling vinyl material rather than paper. The printer is capable of printing on plastic film and the format can manage poster-sized color output.

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Canon i70 or i80 or HP DeskJet 460 series. These printers are small, lightweight, portable, and inexpensive (perfect for a “struggling student’s” needs).

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Brother SOHO-class series or HP Laser All-in-One series, preferably with built-in network support. All-in-One devices are handy for SMB environments where not a lot of space may be available and the SOHO owner doesn’t want to incur the expense of a separate machine for faxing, printing, copying, and scanning. Ethernet or WiFi support is a plus, because computers on the local network can send print jobs to the device directly.

As a funwork bonus, go to YouTube and do a search for how to install printers or a similar search string. You’ll find some fascinating videos on how to install USB, Ethernet, and WiFi printers. Sometimes seeing and hearing how it is done makes the tasks much easier to learn.

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Day 21 Networking Fundamentals A+ 220-701 Exam Objective Objective 4.1: Summarize the basics of networking fundamentals, including technologies, devices and protocols

Key Points Networking can be a surprisingly difficult part of the A+ exam, and many future techies get discouraged or unwisely dismiss it as unimportant. Question: When was the last time you saw a completely standalone, non-networked PC? Today, even calculators and kitchen appliances communicate on a network. By enabling automatic updates, your computer, your refrigerator, or your car run a self-diagnosis, find a problem, “call” home for advice on how to fix it, download a fix (an update), install it, and run just fine without you (or the customer) even knowing a problem existed. It truly is a connected world. Yes, there are a lot of models, acronyms, and mind-boggling number theories. There is no getting around the fact that networking is just as important as motherboards, drivers, printers, and security.

LANs, WANs, and WLANs A network is a group of PCs and devices that serve different functions.

LANs In a local-area network (LAN), devices are close by (within a building, campus, or house) and include use of upper-layer protocols. LANs are end-user oriented.

WANs Wide-area networks (WAN) are full of Layer 2 and 3 devices (switches and routers) and contain few actual computers. WANs connect LANs to each other and can extend enormous distances around the world, and literally beyond into space, using wireless technologies.

WLANs Wireless LANs (WLAN) are commonly known as WiFi. These “spots” allow portable devices such as PDAs, phones, laptops, heart monitors, alarm systems, and others to connect to each other and to the Internet. The physical layer of a WLAN is the antennas and radio signals.

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OSI Model The seven-layer Open Systems Interconnection (OSI) model reduces complexity, ensures interoperability among devices, and simplifies learning. Although you will not be tested on the OSI model on the A+ exam, a general knowledge of these layers will help you remember information on which you will be tested. Table 21-1 describes the layers of the OSI model. It is important to memorize this table. Table 21-1

OSI Model

Layer

Name

Mnemonic

Description

7

Application

All

This layer is the actual application (for example, email, browser, IM client). The “layer” above this is the user.

6

Presentation

People

This layer is all about how data is presented to the application. Is it compressed? It will need WinZip or another utility in the application layer. Is it a PDF file? It will need Adobe Reader. Do not have it? The user will see a file with an unassociated extension.

5

Session

Seem

This layer establishes, maintains, and terminates communications.

4

Transport

To

This layer deals in flow control. If someone is talking too slowly, you might ask him to speed up. The opposite is also true. If something is missed because the speed is too fast, the receiver asks the sender to send it again, just as you would in a conversation. This is error checking and correction. Both Transport Control Protocol (TCP) and User Datagram Protocol (UDP) operate at this level, but only TCP performs error correction. UDP does not provide this service. Also, port numbers and firewalls are in this layer.

3

Network

Need

IP addresses are assigned in this level. An IP address is considered logical because it can be assigned by the administrator or given out by a Dynamic Host Configuration Protocol (DCHP) server. Routers make routing decisions here based on the name and network information.

2

Data link

Data

Media Access Control (MAC) addresses are in this level. They are “permanently” burned into the network interface card (NIC) and are therefore considered physical and “unchangeable.” Do not assume that the physical address is in Layer 1. Devices in Layer 2 are switches and bridges. A switch has many ports and a bridge has few. Both perform switching, but bridges are nonexistent in the real world.

1

Physical

Processing

These are the actual wires, light impulses, or radio waves that carry the data. Devices here include hubs and repeaters. Hubs have many ports and repeaters have few, usually two.

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Layer 1 devices cannot make decisions. They just retime, regenerate, and reproduce the signals (bits) they receive. Hubs, cables, and connectors function at Layer 1. When troubleshooting networks, it is often smart to start with Layer 1. Layer 2 devices make up the majority of networking traffic. Layer 2 devices, such as switches and NICS, read and determine whether they recognize the MAC address in frames. If not, they send it to everyone to see whether the others have heard of the address. If they have heard of the destination MAC address, Layer 2 devices forward it down that port only. This is called switching. The name comes from switching locomotive trains and from old-school telephone operators who manually connected and disconnected, or switched, wires to make connections. Layer 3 is where routing decisions are made. Routers direct packets using routing protocols to determine the best path for each packet.

Simplex, Multicasting, Half-Duplex, and Full-Duplex Communications Simplex, often called broadcast, is a standard TV- or radio-style signal. One transmitter to everyone, and no one talks back to the transmitter. Multicast requires a naming scheme. One sender, many receivers, and everyone hears the message. If receivers hear their name as one of the many destination addresses, they actually pay attention to the signal and pass it up to other layers. Half duplex is like walkie-talkies: One person talks, and the other listens. Then they switch roles. This turn taking is initiated by first listening to confirm that no one else is talking. That is called carrier sensing, which is a critical part of carrier sense multiple access collision detect (CSMA/CD), which we discuss in a moment. Full duplex is like a phone conversation. The sender and receiver work independently of each other.

Network Addressing Network devices use two different address types: ■

The MAC address. The MAC address functions in the data link layer (Layer 2). MAC addresses are used in communicating with the closest device (a hop).

■

The IP address. The IP address is a network layer (Layer 3). IP addresses are used when communicating with other computers on the LAN or Internet.

MAC Addresses You cannot help but have a unique MAC because the first half of its 48-bit address (the first three octets in a hexadecimal address) is the organizational unique identifier (OUI). Every NIC manufacturer gets one. The last half is assigned by that company, like a serial number. The MAC address 00-0C-41-68-B2-85 means that it is made by Cisco Linksys. (68-B2-85 is the number that Cisco Linksys gave that NIC.)

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IP Addresses An IP address is one of the two types of addresses attributed to every network device. IP addresses are a logical aspect of networking because they are changeable. There are four octets in an IP address. It is actually four, 8-bit binary numbers, but we read them as “normal” numbers, where each octet can be any number from 0 through 255. For example, 192.168.0.4 is a standard IP address, but 192.256.0.4 is not because the 256 is too big for that octet. Watch for this on your A+ exam. They love to ask things like, “Which of the following is a valid IP address?” or “Which of the following is a valid MAC address?”

Subnets Do not be scared of numbers. People who understand numbers get paid to understand them. A subnet simply divides an IP address into two parts so that network devices can pay attention to only the pertinent part of an address. A subnet mask such as 255.255.255.0 is actually 11111111.11111111.11111111.00000000. The 1s represent the name of the network, and the 0s represent the name of the computer. Imagine an addressed envelope. The bottom line is the big picture: city, state, country, and ZIP code. The street address is useful only after the letter actually gets to the correct part of the world. Once it arrives in the city, the bottom line is ignored (masked). Once it enters the house, the lower two lines are ignored. Imagine an address such as 11.22.33.44. If you “apply” a subnet mask of 255.255.255.0 to that IP address, you are telling the network devices that 11.22.33 is the name of the network and the individual computer is called 44. What happens if we apply this subnet mask 255.255.0.0 to the same address? Now, you have told the network devices that 11.22 is the part of the address signifying the network and that the part of the address signifying the computer is 33.44. A subnet mask of 255.0.0.0 indicates that 11 is the part of the address signifying the network, and 22.33.44 is the part of the address signifying the computer. Does moving the “line” have an effect on the number of hosts and networks available? That’s kind of the point.

A Class Act The following information will probably be on your A+ exam, so understand this. Let’s reduce this to a few if-then rules. ■

If the first octet (the number before the first decimal or “dot”) is between 1 and 126, then it is a Class A address and has a subnet mask of 255.0.0.0.

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If the first octet is between 128 and 191, then it is a Class B and has a subnet mask of 255.255.0.0.

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If the first octet is between 192 and 223, then it is a Class C and has a subnet mask of 255.255.255.0.

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If the address is between 224 and 255, then it is probably a distracter (that is, wrong answer). Yes, we use those ranges but they aren’t on the A+ menu. Stress not.

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If you get a question about the address 127.0.0.1, then know that it is the loopback address. Pinging 127.0.0.1 tests your NIC regardless of the actual assigned IP.

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Really Big Numbers All the addressing and subnet masks we have used so far are called Internet Protocol Version 4 (IPv4). It contains 2 to the 32 total number of addresses. In other words, these are 128-bit addresses. That is pretty big number, right? You better sit down. We are moving to IPv6 with 2 to the 128 number of addresses. Now that is a big number. The A+ exam asks you to identify valid IPv6 addresses only. More if-thens: ■

If the number contains groups of four hexadecimal digits (0–9 and a–f) separated by colons, then it is probably a valid IPv6 address.

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If there is only one instance of a double colon (::), then it is probably a valid IPv6 address.

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If the number contains any letter besides a–f or has more than one double colon, then it is probably not a valid IPv6 address.

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If you’re taking your career seriously, then you will not let fear of really big numbers limit you.

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If you still do not understand IP addressing, subnet masks, or how to identify a valid IPv6, then do not give up. Own your learning and get on Google, ask current geeks, ask your teacher, ask your friends. This number stuff is really important.

Network Topologies A network is a physical collection of devices that share data and resources to increase efficiency and reduce duplicate devices, such as printers, Internet connections, and file storage. It provides centralized points for backups and management, but also provides centralized points for failure.

Physical Topologies Physical topology defines the layout of the physical connections. Star/extended star means a central point allows and controls flow to the rest of the network. Rare is a true star. Usually, the pattern is an extended star with branches off of other branches in a tree-like pattern. This pattern is referred to as hierarchical. A physical bus topology is also rare. It looks like one common cable with transceivers that tap into that line for each node. This topology is used mainly as a logical concept, not so much as a physical one. Physical ring topologies are also rare, but they do exist. The most common example is a fiber-optic cable. Picture a circle with data flowing along that ring between two computers. Picture an inner circle with information that flows in the opposite direction between the same two computers. Now squeeze that circle into long inner and outer ovals and eventually into four straight lines. That is how data on a fiber-optic cable flows.

Logical Topologies The most common topology is a star/bus topology. That means a physical star and logical bus. Logical bus (often referred to as broadcast or Ethernet) means everyone hears everyone else and pays attention only when they hear their name. The other and less-common kind of network is a

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star/ring. That means the token is passed from one computer back to the device that looks like a switch or hub but actually functions a little differently. The multistation access hub (MSAU) looks just like a switch, but it is not a star topology. The MSAU sends the token down the first port to whatever device is on the other end, and that device sends it back. The token is sent down the next port and sent back by the next device, and so on. If any device has something to send, it waits for and then attaches the packet to the token and sends it back to the MSAU. Taking turns like this prevents collisions, but is slower. NOTE: MSAU devices are used with Token Ring network technology, which is considered rare to obsolete. It is good to know something about legacy networks because you might run in to one occasionally, but it is unlikely this information will be covered on the A+ exam.

Client/Server Networks and Peer-to-Peer Networks Another topology that functions in the upper levels has to do with the roles and relationships among the network devices. Client/server networks are centralized, hierarchical, and easy to grow. Dedicated servers provide resources to client PCs. This topology is used when authentication and security is important or the network is highly dynamic. It is also used to help organize large networks. Peer-to-peer means any PC can be a client or server at any time or all the time. Peer-to-peer networks are good for small environments (for example, residential or small office/home office [SOHO]). Management is more difficult because the resources aren’t centralized.

Network Architectures As if groups, topologies, addresses, subnetting, and dedicated roles aren’t enough micromanagement, we also need important-sounding names to define the physical layer concepts. Because “stuff goes from here to there” is not good enough on the A+ exam, you need to memorize the official names for these protocols. The standards organizations are spelled out tomorrow. For now, just focus on memorizing these next few tables. Table 21-2 lists the different network architectures and the organization that defines each. Table 21-2

Network Architectures

Architecture

Standards Organization

Memorization Tips

Ethernet

IEEE 802.3

“Threee” sounds like “Eeethernet.”

Token Ring

IEEE 802.5

A pentagon has five sides and is in the shape of a ring.

FDDI

ANSI and ISO

Fiber-optic cable. The double D is a reminder that it is a double-ring topology.

WiFi

IEEE 802.11

The 11 looks like two antennas.

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The Physical Layer of Ethernet All Ethernet cabling terminates with RJ-45 heads, uses a star/extended star topology, has a range of 100 meters (328 feet) per segment, has four twisted pairs of wires (but their usage varies), and all specs are defined by TIA/EIA. Table 21-3 shows the differences in Ethernet cabling. Table 21-3

Ethernet Cabling Comparison

Cabling

Speed

Cable Category Rating

Wires Used

10BASE-T

10 Mbps

3, 4, or 5 (normally 5)

2 pairs

100BASE-T

100 Mbps

5, 5e, and 6 (normally 5)

2 pairs

1000BASE-T

1000 Mbps

5, 5e, and 6 (normally 5)

All 4 pairs

The Physical Layer of WiFi The physical layer of WiFi might seem like a contradiction in terms. After all, the whole point of wireless is to avoid the physical connection. Still, WiFi has to move the physical data, in this case in the form of radio signals. All WiFi standards for the A+ exam are defined by IEEE 802.11. The four standards are A, B, G, and N. The A standard is only compatible with the N standard and has a very small range of 150 feet (45.7 meters). It is rare to find it today. The B and G standards are interoperable with each other, and N is compatible with A, B, and G. Table 21-4 compares the IEEE 802.11 standards, summarizing their differences. Table 21-4

Wireless Comparison

802.11

Bandwidth

Frequency

Max Range

A

54 Mbps

5 GHz

150 feet (45.7 m)

B

11 Mbps

2.4 GHz

300 feet (300 m)

G

54 Mbps

2.4 GHz

300 feet (300 m)

N

540 Mbps

2.4 or 5 GHz

984 feet (250 m)

Bluetooth Bluetooth is generally used to connect one device to another (sort of like a wireless USB cable). It is actually meant to replace infrared (IR), which it does superbly. The protocol supports file transfer and streaming signals. It uses a frequency-hopping technology, so it is harder to hack, and it does not interfere with other devices that function in its 2.4-GHz frequency range. Bluetooth is widely available in laptops and cell phones. A MAC address scheme allows one Bluetooth controller to connect with up to eight devices.

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Homework ■

Memorize the OSI chart in Table 21-1. It is not listed in order of importance because it is all important.

■

Review the physical and logical topologies.

■

Review the various groupings of network devices, both logical and physical.

■

If you think networking is confusing, have several people explain IP networking to you in their own way. Chances are that you know someone who speaks networking. Buy that person a coffee and ask him or her to explain it to you. You can find dozens of networking introductory tutorials online, too.

Funwork Wow, that is a lot for one day. Guess what? There is even more tomorrow. Take a breather and take a long look at the big picture to get perspective. Google “fiber-optic submarine cable system map” and look at a map of undersea fiber cables. In a new browser, go to http://science.nasa.gov/Realtime/Jtrack/ (make sure your Java is updated). Click the 3D version. Drag the world around a little and click several dots. Each one is a satellite in orbit. Here is the fun part: Display both the ocean map and the satellites and realize that every piece of data, TV broadcast, phone traffic, radio signal, civilian communication, military communication, every channel, and every flood of data traffic uses these routes and only these routes. It is not some nameless, faceless “cloud.” Further, realize that more often than not, there is a piece of Cisco equipment on both ends of each of these lines and the transmitters for each satellite ground station. Seriously. And it is people like you who make these things work. Anytime you stream audio or video, download something from the web, or send an email, you are using these actual satellites, submarine cables, and the myriad microwave and land-based systems. That is pretty neat. That is information technology making magic a reality. That is a class of third graders in London playing chess via ooVoo with third graders in Sudan. That is farmers in Bolivia reading cutting-edge agriculture research from Cornell using online language translation. That is movies on demand, like every movie ever made on demand. That is a passionate 911 call about a car crash from a cell phone in a desolate part of Nevada with nothing but desert to the horizon. That is a rug maker in Iran selling his craft worldwide and getting a fair price. That is a trash-talking grudge match on Xbox Live between a future boyfriend and girlfriend. That is GPS, WOW, Google Earth, Craigslist, Flickr, PayPal, and Amazon. If you do not think all this is magic, explain any one of those to someone 100 years ago. Alright! Get your head out of the clouds and get ready for a second scoop of networking tomorrow!

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■


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The Complete A+ Guide to PC Repair by Cheryl Ann Schmidt. Chapters 10, 13, and 14

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Day 20 More Networking Fundamentals A+ 220-701 Exam Objectives Objective 4.2: Categorize network cables and connectors and their implementations Objective 4.3: Compare and contrast the different network types

Key Points Today continues the networking discussion by comparing the Open Systems Interconnection (OSI) reference model (covered yesterday) with the TCP/IP model. You also review network protocols and the organizations that standardize various aspects of networking so that devices and technologies from different vendors can work together.

Network Protocols The soup du jour is alphabet with a sprig of layered protocol. Fortunately, in many cases you really need only to focus on the definitions rather than what the abbreviations stand for. For the A+ exam, be sure that you know the abbreviations in Table 20-1 and what they are used for. If you need to know what each abbreviation stands for, refer to the IT Essentials v4.0 course. Table 20-1

Network Protocols to Know for the A+ Exam

Protocol

TCP/IP Layer


IP

Internet

Specifies source and destination addressing.

ICMP

Internet

Use the ping command to verify connectivity.

HTTP

Application

Loads web pages.

HTTPS

Application

Loads secure web pages.

HTML

Application

Determines web page layout and content.

FTP

Application

Downloads files and transfers files.

DNS

Application

Translates IP addresses to www.friendly.name.

SMTP

Application

Sends email.

IMAP

Application

Gets email.

POP

Application

Gets email.

TCP

Transport

Is reliable, slower, and supports HTTP, FTP, and SMTP (anything that really needs to be correct on the other end). Connection oriented. continues

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Table 20-1

Network Protocols to Know for the A+ Exam

continued

Protocol

TCP/IP Layer


UDP

Transport

Is unreliable but fast. Used for streaming audio and video and for transmissions that can afford some data loss in lieu of speed. Connectionless.

ARP

Internet

If the IP is known, use this to find the MAC of a nearby network device.

SSH

Application

Is text-based and provides secure remote access to a PC.

Telnet

Application

Old text-based system for remote access. Telnet is unsecure because it sends data in plain text. Use SSH instead.

RIP

Internet

Is a protocol used by routers to choose paths for packets.

IPX/SPX

—

Novell’s alternative to TCP/IP.

VoIP

—

An application that provides voice communication over a network and uses the VoIP protocol.

NetBEUI

—

An enhanced version of NetBIOS that was used by network operating systems like LANManager and Windows NT.

NetBIOS

—

A Microsoft networking protocol that allows communication between computers on a local network.

Standards Organizations Standards organizations work behind the scenes and allow for interoperability among similar devices often made by competing companies. This is why we have common interfaces like universal serial bus (USB) and peripheral component interconnect (PCI). Imagine if there were no standards whatsoever. Everything would be proprietary, and nothing would work with anything else. Note that all these organizations are really quite important. The Internet and computer would be a truly scary place without their standards. The order of importance listed in Table 20-2 has to do with the standards organizations you will most likely see on the A+ exam. Table 20-2

Standards Organizations

Standards Organization


IEEE

Institute of Electrical and Electronics Engineers Ethernet, Token Ring, WiFi

ISO

International Organization for Standardization OSI layered networking model

ANSI

American National Standards Institute FDDI

TIA/EIA

Telecommunications Industry Association/Electronic Industries Alliance Category 5 wire arrangements, called pinouts Modems and faxes

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Ports of Call For the A+ exam, you are expected to know which ports common protocols use. Table 20-3 lists the most common networking protocols, their ports, and a brief description. When manually configuring firewalls, you need to know these. Table 20-3

Ports and Protocols

Protocol

Port

Description

HTTP

80

Basic web surfing

HTTPS

443

Secure web pages

POP

110

Web-based email

IMAP

143

Transfer email from a server to a client

SMTP

25

Email outgoing to a server or between email servers not from server to client

Telnet and SSH

22 or 23

Command-line interface (CLI) remote access

FTP and TFPT

20 or 21

Downloading and uploading files

DNS

53

Friendly URL names

DHCP

67

Autoconfigure network settings

Wire Drill Unshielded twisted pair (UTP) has the basic categories of Category 3 for phones and Category 5 for computer networks. UTP has a catchment area of 100 meters (328 feet), meaning the cables should not exceed this length. TIA/EIA standards allow for 90 m of horizontal run (in the walls and ceilings). This leaves 10 m for patch cables (outside the walls). Patch cables are used to connect devices in a room to the wall jack. There are physical limitations in the walls, access holes, HVAC (heating, venting, and air conditioning), pipes, ducts, lights, fans, and so on. Physical networking is not an easy task. If you need more distance than 100 m, consider connecting a fiberoptic cable to an intermediate distribution facility (IDF). An IDF has its own 50 m Category 5 area it can cover. Fiber-optic cables can be as long as several kilometers. The plenum is the space between a false ceiling and the real ceiling. Wiring in this space should never be PVC. Use plenum rated cable for this area because in a fire PVC creates a deadly poisonous gas and that air is shared throughout the building. So why not just use fiber optic to the desktop? You can, but Category 5 or 5E is cheap, easy to install, and can easily support 10BASE-T and 100BASE-T wiring configurations. As users’ network demands increase (for, among other things, streaming video, gaming, and videoconferencing), we need to support increasing speeds. 1000BASE-T uses all eight wires, and it is advisable to step up the cable to Cat5e, Cat6, or even Cat6A. Cat6 and 6A have more twists to improve protection from crosstalk and line noise.

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Seeing the Light This is what you really need to know about fiber optics as a PC repair technician: Do not bend the cable too much. It is a glass rod and can break. Also, the inside walls of the cable are shiny, to reflect any stray light back into the fiber. The problem is that too much bend can cause the light to shine back at itself. In some situations, this can prevent the light from getting to the end of the wire. The light or laser inside the cable doesn’t look nearly as cool as you might think, and depending on the mode it can be very harmful to your eyes. Even technicians with cabling certifications sometimes inadvertently bend the cable. When that happens, we just go buy a new cable.

File Sharing File sharing uses Network File System (NFS) or Server Message Block (SMB) protocols. SMB is used when sharing files among Windows, Mac, and Linux. The service needs to be first installed, then running, and then the folder must be shared and files must be present. This assumes the network is correctly set up. If not, file sharing is a moot point.

Homework Today offered lots of charts to memorize. Take a break and explore your network. From the command prompt, find the IP address of your PC, the hostname, and the gateway. What is the subnet mask? What class is the address? What is the adapter’s MAC or physical address? Go down the many paths and keep a flowchart of the built-in XP Home and Small Office Network Troubleshooter. To start it, go to Help and Support in the Start menu. Click the Networking and the Web tabs. Click Fixing Networking or Web Problems and then click Home and Small Office. Right before your exam, review the paths. Finally, go back and memorize the networking charts until you know them forward and backward.

Funwork Google “Peter Packet.” Follow the links to the games on the Cisco website. Yes, the very serious Cisco Systems, Inc. has a fun side, too. These games greatly simplify networking concepts and are highly entertaining. Another great resource is a video at http://www.warriorsofthe.net.

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■

CompTIA A+ Cert Guide by Mark Edward Soper, Scott William Mueller, and David L. Prowse. Chapter 16.

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■

The Comprehensive Guide to Managing and Maintaining Your PC by Jean Andrews. Chapter 18.

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Day 19 Security A+ 220-701 Exam Objectives Objective 5.1: Explain the basic principles of security concepts and technologies Objective 5.2: Summarize the following security features: wireless encryption, malicious software protection, BIOS security

Key Points Security is an entire domain on the CompTIA A+ exam. Today is an easy day (and a little bit fun), but not any less important.

Security Threats Not to sound like a conspiracy theorist, but yes, threats really do exist (threats that you as a technician cannot ignore). Some very smart and motivated people, often called hackers, want to know what you know. They want your company’s payroll information. They want to know your customers’ credit card numbers. Competitors might want to see you spend some quality downtime rebuilding databases and servers, or a neighbor might have a gripe about limited parking and start sending threatening emails from your account, launching denial-of-service (DoS) attacks with your name on them, or stealing your customer records. The problem is, hackers get to attack over and over again until they finally find the weak spot. You have to defend and defend and keep defending because hackers have all the time in the world. Hackers work like this: They send out lots of feelers, spyware, port scanners, or whatever is their preference. They are like wolves preying on a pack of caribou. No wolf will take on a full-grown buck with a rack of antlers, 1200 pounds of hooves’ pressure, and a really bitter attitude. They look for the sick, old, weak, injured, or, as in the case of a network hacker, clueless targets. The attack is quick. The hacker uses the information or more often sells it to the highest bidder. If hackers score big, they might blackmail the company and threaten media exposure. Imagine how much a bank would pay to “buy back” the financial records of its customers. Imagine how short your career would be if that bank were your computer client. Point: Taking security seriously is a career-enhancing move. Table 19-1 lists the basic kinds of attacks and their characteristics.

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Table 19-1

Computer and Network Security Threats

Attack

Characteristics (In Order of Importance)

Denial of service (DoS)

DoS attacks a PC by flooding it with useless requests.

Distributed denial of service (DDoS)

DDoS is a DoS attack run by zombie machines to maximize the effect and make the attack difficult to trace.

Trojan horse

Posing as harmless or even helpful software, a Trojan horse is really doing nasty things behind the scenes, like remotely controlling the target’s PC or reading, modifying, or deleting files. These often come in the form of email attachments or ActiveX, Java, or JavaScript programs.

Worm

Worms are self-replicating software that fill hard drives and modify and spread to others. It is the most “virus”-like attack.

Phishing

This attack gains information from the target by pretending to be a technician or account representative or other trusted person.

Replay attacks

Replay attacks use packet sniffers to find a packet and gather usernames and passwords to be used later. Packet sniffers are a really cool tool for useful information, such as finding out who on your network is doing exactly what.

Spoofing

Spoofing changes the IP address, MAC, or any other identifying marker on a PC to pretend it is someone else.

DNS poisoning

DNS poisoning changes the entries in a Domain Name System (DNS) so that traffic is routed to a malicious site rather than to the legit target. This is especially bad if the malicious site looks and feels like the real target. If it looks like online banking, it must be legit, right?

Brute force

An example of brute force is password cracking by trial and error. Programs run millions of combinations and will happen upon the right combination eventually. The more complicated the password, the longer this process takes. Before they run a proper brute-force attack, password crackers run a dictionary attack. All normal words are compared to the password file, and it takes a matter of seconds to discover an unhardened password this way.

Man-in-the-middle

Taken from a real espionage technique, this type of attack involves a sender, a receiver, and a secret man in the middle. The sender sends a message to the receiver, and the man in the middle intercepts the message. He can then keep the message, or worse yet, forward false or misleading information to the receiver. Suppose you enter a username and password for a website. You get denied. Hmm. You try a different one that you use for other accounts. It doesn’t work, either. You try again with a third password. Perhaps it was the other username. You try all the different usernames you use. The man in the middle now has not just one, but many (perhaps all) of your usernames and passwords.

SYN flood

A SYN flood is a type of DoS attack where the attacker transmits a large number of SYN requests to a system to consume the memory resources of the remote host under attack.

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WiFi Security One of the toughest networks to secure is a WiFi connection. Everyone can hear everything being said. It is like yelling across a room full of people. Even if the message is not intended for everyone, and even if those who can probably will not pay attention to your conversation, you do not need to use this medium to explain personal problems or share credit card information. On the other hand, it is hard to downplay the convenience and ease of use of a WiFi connection. Table 19-2 lists the best WiFi security practices, which you will likely find on the A+ exam. Table 19-2

WiFi Security

Security Technique


Use antivirus (AV) software

This is a must. It allows the computer to have a fighting chance (a bit like white blood cells).

Use an adware-removal application

Ad-Aware is one of the most common applications, and a free version is available. Others include Malwarebytes and Spyware Doctor. Microsoft Security Essentials is built in to Windows, which is a good tool in fighting spyware and viruses.

Update the OS and applications

Service packs and updates are often issued to address holes in security. Use them!

Install a firewall

Hardware firewalls have one in and one out. Traffic entering a network is analyzed by the firewall, which determines whether the traffic is legit. Software firewalls shut down ports except for the ones normally used and assigned to useful applications (such as email, web, and FTP).

Change the default password on the router Username: Admin Password: Admin Admin is the standard and really needs to be changed on your router. Use Wired Equivalency Protocol (WEP) encryption

WEP offers simple encryption and requires a key to be entered when initially connecting to a network. 64 bit is good, but 128 bit is better.

Harden passwords

Harden passwords by using many characters, uppercase and lowercase letters, symbols, and numbers, and by requiring new passwords frequently.

Do not broadcast your SSID

Not broadcasting the service set identifier (SSID) means you will have to manually tell the devices on your WLAN the name of the network (the SSID). Others looking for networks will not see your network at all.

Use Wi-Fi Protected Access (WPA) and WPA2 encryption

WPA offers better encryption than WEP, and WPA2 is the current standard. On a mixed wireless network using B, G, and N standards, for example, verify that the devices using these standards can use the best security utilities. continues

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Table 19-2

WiFi Security

continued

Security Technique


Use MAC filtering

The router issues IP addresses only to recognized MAC addresses. Good, but can be spoofed, and it is difficult to add new users. Not good for dynamic hot spots.

Update the router’s firmware

Vulnerabilities are always being discovered, even in the firmware. Flash the router like you would a BIOS. (Read and follow the manufacturer’s directions.)

Use Lightweight Extensible Authentication Protocol (LEAP) or EAP-Cisco

LEAP, also called EAP-Cisco, is especially good when using Cisco routers and equipment.

Use Wireless Transport Layer Security (WTLS) and Wireless Applications Protocol (WAP)

WTLS and WAP are used on portable devices and are good for narrow-bandwidth conditions.

Antivirus, Spyware Removal, and Definition Updates Do not run two AV applications simultaneously on the same PC. They attack each other’s virus definition files. Do run one AV application, a good one. This is your second line of defense. The first is to keep malware from entering by using firewalls and security-awareness training for users. If a virus gets onto the PC, a good AV analyzes the behavior of every file and watches for anything suspicious. This is called heuristics. The AV software should be set to automatically update its virus definitions and scan the PC at regular intervals. Sophisticated programs run when the system is busy or unattended so that the user is unaware of the reduced performance. Third-party spywareremoval software, like Ad-Aware, works with the AV like a second pair of eyes. Good AV programs from Norton (although quite a resource hog), McAfee, AVG, and Microsoft include integrated spyware-removal tools. It is common to not purchase AV solutions as a standalone product but rather as security suites. A security suite is a software utility that provides a bundled protection service for computers. When you install a security suite, it provides AV, antispyware, firewall, and multiple other features, depending on the product. Security suites available include BitDefender Internet Security, Kaspersky Internet Security, and Webroot Internet Security Essentials.

Firewalls Hardware firewalls act like a gate sentry that analyzes packets as they enter and exit a network. It works alongside the routers and switching equipment. Software firewalls close all network ports on a PC and allow only specific kinds of connections. Those are typically web, downloading, email, and other common connection types.

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User Training and Password Policies Passwords are cracked all the time. If you haven’t learned this skill, you will pick it up sooner or later. A client comes to you with a forgotten password. Is it hacking to break in and recover that data for the customer? Bad guys do this using three methods: ■

By installing a Trojan keystroke monitor

■

By brute force

■

By social engineering

The best thing we can do is harden passwords with numbers, symbols, and capital letters and make them expire so that new ones must be used.

Troubleshooting Security In IT and networking, you need to keep complete and detailed records. Security is no exception. Document what threats exist for your company, and audit the performance and security of your network periodically. Make a use policy and enforce it. If an event occurs, such as a theft or compromised data, document every aspect, even if it makes you look bad. Locking up laptops and other important devices is a good idea. Using biometric devices helps verify exactly who was where and had access to what. Radio frequency identification (RFID) tags can help track devices. Securing the equipment out of reach in server rooms and tamper-resistant screws help thwart unwanted access to the hardware. The BIOS password can be set to prevent changes to the BIOS or access to the computer. This is easily countered by the reset jumper on the motherboard.

Homework Check your security center applet in the Control Panel. If it is all good (firewall: on, auto updates: enabled, AV: present and updated), pat yourself on the back and review the attacks and characteristics table. If not, get busy and download, install, and update an AV application and a spyware remover. Check out Download.com for these utilities.

Funwork In the way that bad guys want to know what you know, you need to know what they know. Go read some bad-guy blogs. Do not post anything there. They use newbies as target practice. Have some fun sleuthing around the dark underbelly of the web. Start with search queries of the different kinds of attacks. Find a trial download keystroke monitor from a reputable site. Download.com is a good place to start. Monitor your own PC. Be legal about this. Some states and provinces have strict guidelines about espionage. Make sure it is you whom you are spying on. If you have never seen this kind of stuff before, it will prove to be a real eye-opening experience. Google the phrases password harvesting or forgotten passwords XP. Could you recover files for a customer using an XP Pro CD? In

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the world of cybersecurity, think like a bad guy and play for the good guys and never suffer from a failure of imagination. The stakes for doing anything else are simply too high.



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Day 18 Scenario-Based Safety and Environmental Procedures A+ 220-701 Exam Objective Objective 6.1: Outline the purpose of appropriate safety and environmental procedures and given a scenario apply them

Key Points Today you review on-the-job hazards and safety tools all techs need to be aware of. Computers are not very eco-friendly (lead, batteries, PVC, and so on). Both are topics for today.

Hazards What are the safety hazards in your work area? Dangling cords, live electricity, exposed electronics, sharp edges on the cases, and lifting heavy boxes, to name a few. It is not coal mining, but it is still plenty dangerous. Your clothing is a good place to start. Most uniforms for computer repair are polo shirts and khakis and rubber-soled (nonconductive) shoes. This is not just for comfort. Notice there is no conductive silk tie or long sleeves. The clothes are relatively inexpensive, so snags and toner spills are not financially catastrophic. Keep jewelry to a minimum, if not absent. Picture yourself trying to retrieve an earring that has become wedged between the rollers of a laser printer. Name tags can even be a problem. More than one techie has had the horrific experience of a tie or lanyard dragged inside a copier machine. Funny, yes, but also dangerous.

Fire Safety When using a fire extinguisher, remember PASS: ■

Pull the pin. (It takes more force than people realize.)

■

Aim. (A rookie mistake is to aim the spray at the flames, which are above the actual fire. Aim low.)

■

Squeeze the trigger. (Take and hold a big breath first because white powder, soot, ash, and hot cinders will go everywhere. Be ready for that.)

■

Sweep back and forth. (Ideally, start the stream between you and the fire. That way, the propellant pushes the fire away from you.)

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Fire extinguishers are rated by how well they put out different kinds of fires. Because yours is likely to be an electrical fire, the extinguisher should have a high C rating. Table 18-1 describes extinguisher ratings. CO2 extinguishers are ideal for computers. Proper use of the different kinds of fire extinguishers might be worth another trip to YouTube. That said, extinguishers should be held in a vertical position during use. Tilting the canister and then discharging it will release only propellant—not the flame-inhibiting chemical. Table 18-1

Fire Extinguisher Ratings

Rating

Use

Memorization Tips

A

Ordinary combustibles

A as in all (everything, ordinary stuff, paper, wood, carpet, and more).

B

Flammable liquids

B as in bottle. Every technician has a bottle of >70% isopropyl rubbing alcohol for cleaning.

C

Electrical equipment

C as in computers.

D

Combustible metals

D as in degrees. If you have a metal fire, use the extinguisher and then get out immediately. Metal fires rage at thousands of degrees.

Material Safety Data Sheets Material safety data sheets (MSDS) are found online. Inventory your work area and print out the pertinent MSDSs from the Internet. You need an MSDS for every hazardous material on the premises, including seemingly ordinary items, such as cleaners, solvents, and fuels (propane cylinders, heating oil, or natural gas). Have them available for inspections, and if an emergency of some kind occurs, hand them to the incident commander. Blocking door access, covering the fire extinguisher, disabling smoke alarms, and bypassing electricity shutoff are big no-nos. The Occupational Safety and Health Association (OSHA) specifically looks for those sorts of things. They also look for cords along the floor that could create tripping hazards. OSHA inspectors also look for daisy-chained power strips. This is particularly dangerous because you can connect too many devices that draw too much power for the gauge (thickness) of the wire. Too small a wire and or too much current creates resistance and heat, lots of it. This can melt the PVC insulation, which not only creates a poisonous gas but can cause a short between the wires and start a fire. Do not daisy chain power strips of surge protectors.

Tools It is tempting and sometimes wise to limit the number of tools you lug around. After all, you do not need much, really. A Leatherman tool has most of the screwdrivers and pliers you will need. In addition, you should have a multimeter, compressed air, window-cleaning wipes, 70% isopropyl rubbing alcohol and cotton swabs, an antistatic wrist strap and mat, and a CD wallet with a legit copy of all the operating systems that you support. On those OS CDs, you can find utilities and disk management software such as Format, Fdisk, ScanDisk or System File Checker, Defrag, and Disk Cleanup. Other tools you should have are antivirus protection, an adware and spyware

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remover, drivers, service packs, a USB network interface card (NIC) with drivers, a notebook, flashlight, and maybe some specialized test equipment such as a power-supply tester or tools for cable testing and making. It seems like a lot, but you should be able to fit everything in one bag. If you have the luxury of a bench and shop, the sky is the limit for tools. Table 18-2 lists other tools that you might see on the A+ exam. Table 18-2

Less-Common Tools Found on the A+ Exam

Tool

Description

Torx

A star-shaped driver for specialized nuts and bolts.

Hex

A six-sided driver often referred to as an Allen wrench.

Part retriever

A long extension tool used to reach inside of deep, narrow places to retrieve lost parts. Use the finger type (nonmagnetic) around (and especially inside) a PC.

Paint brush

A 1-inch paintbrush useful for cleaning vents and removing dust from hardto-reach places.

Flash drive

A drive that is useful for transferring files and performing quick backups.

Loopback tester (port tester)

A tester that tests ports by wiring the output back to the input. Send a signal and it tests the port.

Electrostatic Discharge Electrostatic discharge (ESD) is a vicious killer of electronics. It can strike silently, and you will not even know how or when it happened. It is caused when you and the equipment have different voltages, which is almost always. We pick up and lose electrons as we walk around and touch things. Cool and dry environments like those found in repair shops make ESD more prone to occur. Always, always touch the metal chassis before you touch anything else inside the PC. Making a connection with the electrical ground neutralizes static electricity. An antistatic wrist strap maintains that connection for the duration of your work. Antistatic mats create a static-free work area ideal for repairing electronics. You might want to invest in an antistatic mat to carry in your tool kit when working on computers away from your work area. It will also protect the customer’s table top, where you might be working.

Disposing of Computer Components Batteries must be taken to a collection center for recycling; you cannot legally just throw them away. Check your local government guidelines for specific locations. And because computers contain all kinds of potentially hazardous chemicals and metals, they, too, need to be disposed of properly or recycled. If your company is fined for failing to properly dispose of waste, your boss will want to know what steps you have taken to educate the employees about this. You need to have a good answer. Further, this is another great reason to keep detailed notes. Many local recycling businesses (check your area) accept computer components.

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Homework ■

Walk through your place of business or home and make a list of hazardous materials.

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Download the MSDSs from the web and impress your employer.

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Establish a specific place where batteries can be stored until properly disposed of. Many can be recycled; none can legally be thrown away with the “regular” trash.

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Check the blogs and forums to determine which tools you need and do not be shy about asking what utilities other people use. Those are the real tools.

Funwork Spend some Google time on IT and the environment. Is it really greener to store something on a computer than on paper? How are computers recycled?



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Day 17 Scenario-Based Communication and Professionalism A+ 220-701 Exam Objective Objective 6.2: Given a scenario, demonstrate the appropriate use of communication skills and professionalism in the workplace

Key Points Today is more about your relationship with customers. And yes, it is a relationship. If you’re reading this, you know how to speak geek. If you learn how to speak “customer” as well as you speak “geek,” you will go far in this field.

Customer Support Think about the times you have called a customer support number. How long were you kept waiting to speak to someone? When you finally did reach a human, was it easy to speak with the person, or did that person have difficulty communicating with you? Regardless of accent or language barriers, did he or she use terms you didn’t understand? Did the customer service personnel take the time to explain those terms? Did they interrupt you to finish your sentence for you, or hurriedly arrive at a conclusion, disregarding your input? Did they ever use your name, besides perhaps just the one time at the beginning of the conversation? Now you’re providing customer support. If your loved one called you for technical help, you would not make those kinds of mistakes. In fact, those kinds of mistakes would be disrespectful. Remember that the person who calls you for help is somebody’s loved one. They’re your boss. They’re your colleagues. They’re your family, friends, and your neighbors. If they called from somewhere foreign to you, from a place you perhaps cannot even pronounce, they’re still all of these things. Treat them as such. If language or accents prevent effective communication, consider online live chat or texting. Customers do not speak geek. You do. Sometimes other techies call tech support and you can speak in your shared language, but that is not usually the case. Generally, it is a perfectly intelligent person who is unfamiliar with a new thing. What if you were to trade places with an auto mechanic or a cosmetologist for a day? Would you have a bunch of “dumb” questions? Imagine how lost you would be if those around you in your new field communicated only in jargon and acronyms and referred to common knowledge (uncommon to you).

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Realize the role you have. You have the answers, they have questions and the money. Further, they know other people with both questions and money. Work together, clarify, simplify, and be professional. If you do so, you will soon be known as the computer go-to person. And for heaven’s sakes do not lose or break customer property or data. NOTE: It is important to remember the troubleshooting model when working with customers. Know the difference between open-ended and closed-ended questions.

Service Level Agreements It is hard to quantify exactly what good customer service is. One technique is a service level agreement (SLA). It is a description of exactly what the customer can expect from you, which specific equipment you will support and for how long, costs, diagnostics, preventive maintenance, and penalties for failing to adhere to these descriptions.

Professional Advice Make sure you’re well versed in the current IT debates. People make big-ticket purchases based on your opinion, so make certain that your judgments are factually based and not based on opinion, ad campaigns, and PR. Mac or PC? New or refurbished? AMD or Intel? Verizon or Comcast? iPhone or BlackBerry? Which cloud-based backup product should I use? Xbox, PlayStation, or gaming PC? Which web-hosting company should I use? Should I buy a service plan? Can I trust Wikipedia’s accuracy in tech-related subjects? The answer to all of these questions starts with, “Well, it depends.” Be able to finish those answers factually. Your friend’s, company’s, family’s money and your reputation are on the line when you advise others about how to spend money. Always keep in mind what the end user will do with technology. If you’re recommending a laptop for grandma and all she will do is email and use Excel to balance her checkbook, she does not need an extremely powerful system.

Difficult Scenarios You’re almost guaranteed to have difficult conversations with some customers. If a computer is full of malware because of many visits to naughty sites online, use good judgment when interacting with the customer. Quietly, privately, explain what happened and stress the importance of updated antivirus, deleting temporary Internet files, histories, in-private browsing, and virtual machines. Many malware and virus programs and current browser configurations can check the safety of websites. What about illegally downloaded music and movies or pirated software? Regardless of your feelings about this topic, you should report it to your supervisor or law enforcement, depending on the seriousness. An illegal copy of a yoga video is different from bomb-making plans. Understand the difference between immoral and illegal. They aren’t the same. The former is none of your business. The latter is about protecting your career. Besides, there might be a perfectly good reason to research bomb making. Imagine what Tom Clancy’s Internet search history looks like.

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What if you suspect that your customer is involved in espionage or otherwise has ill intent toward the government, ethnic groups, or children, or maintains any other profoundly stupid ideas? That is when you should report it to http://www.fbi.gov/contact-us/contact-us. Seriously, because if you do not, and your customer does something stupid later, do you want to explain to them why you chose not to mention it and could have prevented a terrorist attack, hate crime, or child abduction? In a worst-case scenario, you might be an accessory. You did fix their computer, right? If you’re concerned about anonymity, use a friend or use me. Yours would not be the first encrypted email attachment, anonymous flash drive, or old-school written letter to arrive in my mailbox. While on the topic of trust, newbies make great scapegoats. Do not be one. If something happens at your job that might lead to an internal or legal investigation, write everything down, immediately: times, date, places, people, even what you ate for lunch and what you were wearing, everything. If necessary, retain a lawyer. Imagine how challenging your budding computer career will be if you’re thought of as untrustworthy. The day will come when you manage email servers, online commerce cites, and handle proprietary or secret information. You’re on a career path, but it is a dead end if you cannot be trusted. Although you may know how to “get around” validating software or using pirated copies of software (and you shouldn’t), do not share that with work-related personnel or customers. Your customers are allowing you unrestricted access to their computers and all the data they contain. Although it might be necessary for you to navigate through the PC’s directory structure, it is important that you do not look at any of their personal or professional information. Your relationship with your customers is based on trust, and no matter how technically proficient you might be, if you break a customer’s trust, you will not be successful in this business.

A Geekspeak Translation Guide The field technician interacts with the public. Often, customers attempt to do something, fail, call you, and then want to stand around and learn. This is an opportunity to be annoyed or to make a friend. Your choice. When talking to curious spectators, be sure to use their language, not ours. Remember that you need to tailor your language to match their level of understanding. If the customer took Geekspeak 101 but didn’t major in it, you can use that to your advantage. It is a huge compliment to the DIY-ers when you use some technical terms but not so many that it overwhelms them. Here’s an example of how to speak customer. Geekspeak: The unknowledgeable customer put an HDD in the computer and could not find it in the BIOS. The jumper on the new drive was not set correctly on the PATA HDD. The old one is still master, and the new one is set for CS. I needed to change them both to CS and plug the new HDD in the end to make it master. Now you are able to see both in the BIOS. Translation for the customer: Whoever put this hard drive in the PC did a good job. However, it wasn’t quite configured properly. A small matter of jumpers and cables fixed the problem, and now you can see it in the BIOS. Do you have any questions?

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Notice the use of positives and the effort to minimize the problem. A quick explanation of the solution proves to the customer two things. One, he almost had it right. Two, it was worth calling you for help. Both of these are huge customer service bonuses in your favor.

Homework Find a willing nongeek and practice explaining the following concepts in terms that person can understand. You might owe a coffee for your nongeek’s time and patience. ■

Explain why simply adding an S after HTTP makes a site suddenly trustworthy.

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Explain the concept of a network packet and all its addresses, data, and why we use CRC and a preamble.

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Explain the terms multithreading, multicore, multiprocessor, multimode (fiber optic), and multiuser.

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Explain why so many people have 192.168.x.x IP addresses yet duplicate IP conflicts aren’t really an issue on the Internet.

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Explain where the Internet is physically located.

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If you want a challenge, explain subnetting. It might require a second coffee.

Funwork Macintosh computers are notoriously easy to fix, so Mac technicians can focus their efforts and training on customer service. Go to a local Apple store and hang out by the Genius Bar. Quite frankly, Apple has the best customer service technicians anywhere. Just listen to the interactions while pretending to ogle the newest addition to the iEverything world. Hear how they use both open- and closed-ended questions. Pay attention to how the technicians listen to their customers. They’re experts at listening. They always repeat the customer’s question back to the customer to make sure the technician heard correctly. Seldom do you hear them use jargon, other than marketing terms such as IEEE 1394, SMS, and so on. Never do they talk down to their customers. It really is an outstanding example of how technicians can and should interact with customers. In the unlikely case the technician is not following these practices, stick around anyway to see how the customer reacts. Then seek out another technician who is providing good customer service to compare how that technician’s client responds differently to the better treatment.



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Day 16 Essentials 220-701 Exam Review Day You made it! The major work is over. Today you put the finishing touches on your exam preparation. You make a “cheat sheet” and take some practice tests.

The Cheat Sheet Study Technique Make a cheat sheet. This is not an actual cheat sheet. Use both sides of one piece of paper to write down everything you might forget while taking your A+ exam. It is a way of practicing your brain dumps, mnemonics, and memorized charts. Write down any statements that will help you. Now do the same thing over again, and again. Eventually, you will be able to do this from memory. When you can do it from memory, you know the material. Review this sheet one last time right before your test, but do not actually bring it into the testing center with you. Your intentions could be misinterpreted by the staff. For the record, cheating on any certification exam is not only cause for immediate failure, it is a horrible idea. It is also an expensive risk, considering the price of these exams. The proctors are smart people; they spend all day, everyday looking for cheating. You will be on camera, and most of all, you do not need to cheat. If you are caught cheating, not only will you immediately fail the exam you’re talking, but any CompTIA certifications you currently possess can be revoked. You will not be eligible to take a CompTIA exam for a full 12 months after you have been caught cheating. CompTIA has the option to impose other legal penalties, as well, depending on the circumstances. It is important to mention at this point that revealing any information you learn about the exam after you take it is a form of cheating and violates the nondisclosure agreement (NDA) you signed when you took the exam. This is to prevent test takers from “offloading” what they remember about the questions (and possible answers) on the exam to “brain dump” sites that supposedly offer the real questions and answers of certification exams. Contributing to a brain dump site is not only unethical, it is potentially illegal.

Homework Take some free online practice exams. (Make sure they’re 2009 objectives.) This is a great opportunity to expand your “cheat sheet” if necessary. A couple of great places to practice are Exam Cram and Professor Messer. Other free software applications you can use to test yourself can be found at Major Geeks, CNET, FileHippor, and Ninite. You can also purchase mock testing software and mock test-question books. One such book containing print, e-book, and CD test questions is CompTIA A+ Certification Practice Exams (Exams 220-701 & 220-702), First Edition from McGraw-Hill Osborne by James Pyles and Mike Pastore. Companies such as Transcender, MeasureUp, and Boson also produce fine testing software for the A+ exam.

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Funwork Go do something different today. Seriously, you have spent a great deal of time preparing for this exam. Reward yourself with a meal out, a walk in the park, a concert, a dance club, or whatever you call fun. Everyone needs recess. Most important, though, get a good night’s sleep!

Day 15 Essentials 220-701 Exam Day The Perfect Score The perfect score is the one that passes. 900 out of 900 on the A+ is like a 2400 on the SAT: very, very rare. Do not let mean techies who suffer from IT bravado tell you otherwise. Ask them to show you their perfect score report. Keep it in perspective. Unlike a perfect SAT that provides unparalleled academic opportunities, a perfect A+ score will never hold the same clout. Point: Do not stress over it. A simple passing score on the A+ is just as good as a great score. This is what you need to focus on. Here are some exam details and reminders: ■

90 minutes.

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100 questions.

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75% to pass.

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Do not forget two forms of picture ID.

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Bring a method of payment (for example, a voucher or credit card).

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Get there early.

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Do not bring any electronic devices, water bottles, paper, or writing utensils (pen and scratch paper are provided).

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Use the bathroom before the test (seriously).

Before the Exam Review your “cheat sheet” right before the exam. Do not cheat. Remember, cheating is for stupid people, not for you. As soon as they hand you scratch paper and a pen, write down all your brain dumps, tables, mnemonics, charts, diagrams, religious prayers, whatever you like. Be sure to give this back to them at the end of the exam.

During the Exam Keep in mind the following few tips while taking the exam.

RTDQ Read the doggone question (RTDQ). It might seem like common sense, but you didn’t just spend two weeks and a couple hundred dollars to miss questions because you were stressed and in a hurry. Slow down and read every word in every question, twice. Think about what the question is

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asking. But do not think so much that you read things into the question. Treat this process like customer service. Repeat the question to the “customer” for clarification. Then, and only then, read the possible answers. On a standard multiple-choice question, 75% of the answers are there to trick you. They are not your friends. Do not give them time to insert doubt and fear. Just eliminate the obvious distracters and make an informed decision.

The Most Important Test-Taking Tip When you get a question to which you do not know the answer, take a breath and call that one a loss. Eliminate the obviously incorrect answers (the distracters) and make an educated guess from the remaining options. Remember it only takes 75% (675 points out of 900) to pass. It is better to take a small loss on a few questions so that you can instead focus on the overall win.

After the Exam A common misperception holds that the 220-702 is more difficult than the one you just took. Its focus is a little different. It is not necessarily more difficult. The 220-702 is designed to test how you apply your IT knowledge. If you are new to this world of computer geekdom, it is a terrific idea to hang out with technicians to see how they handle difficult situations, operational procedures, and customer service. Be ready to hit it again tomorrow. The rest of the day is yours. You earned it!

Day 14 Installing Storage Devices, Motherboards, and Power Supplies A+ 220-702 Exam Objective Objective 1.2: Given a scenario, detect problems, troubleshoot and repair/replace personal computer components

Key Points Now that you know more than any sane person should about different hardware, let’s take it a step further and add installation and configurations. Today covers the installation of internal storage devices. Installing and configuring drives is a critical part of the computer tech’s job, and the authors of the A+ exam know this. Study these topics carefully.

Storage Devices A computer stores data and application files using a variety of permanent and temporary storage mediums. In this section, you review the different installation methods for the types of drives you will be working with as a technician.

SATA Installation Installing a Serial Advanced Technology Attachment (SATA) drive is straightforward. Just do not tell your customers. Because the SATA drive provides its power via the cable, simply connect the hard disk drive (HDD) to the lowest-number channel available, which is marked on the motherboard, check the BIOS to confirm the system recognizes it, and boot the operating system or partition and format the drive in preparation to install the OS. The A+ exam will likely ask a question about powering a SATA drive. SATA drives have a power port. They can also draw power from the data cable. Use either the power provided in the SATA cable or the Molex port, not both on the same drive. If you’re opting for the Molex-powered drive, use the seven-pin SATA cable. A standard SATA power cable has 15 pins: Three pins carry 3.3 VDC, three carry 5 VDC, three carry 12 VDC, five pins carry ground, and one pin coordinates staggered spin-up. The staggered spin-up is important only when you have many drives that start up simultaneously, as in awaking from Sleep mode. It helps reduce the sudden draw on the power supply. Again, it cannot be stressed enough: Use one source of power for a SATA drive, not two. When installing a SATA drive you should have to purchase only a data cable, but if you are installing it inside a PC, make sure it's a SATA-to-SATA cable. A SATA-to-eSATA cable or other cable type is not the same thing and can result in an installation failure.

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PATA Installation Parallel ATA (PATA) is a little more complicated. The BIOS manages PATA configurations. There are typically two PATA channels: primary and secondary. Each of those can contain two drives: master and slave. The master/slave or cable select (CS) settings must also be set by jumper on the drives. The CS allows the drive at the far end of the cable to be master. It is worth noting that in some cases in both 80- and 40-pin PATA environments the CS simply cannot work. Set the jumpers to reflect the master on the end and slave in the middle. If still no luck, consider an HDD failure or PATA controller failure. Put together, any given PATA drive (HDD or optical) has one of the assignments shown in Table 14-1. Table 14-1

Typical PATA Settings

PATA Designation

Number

Typical Assignment

Jumper Setting

BIOS Setting

Primary master

0

Main hard drive

Master

Auto Detect

Primary slave

1

(Available)

—

None

Secondary master

2

Main optical drive

Master

Auto Detect

Secondary slave

3

(Available)

—

None

Each PATA channel has its own PATA cable. Tiny writing on the motherboard identifies which port goes to which channel. PATA plugs are usually keyed and go in only one way. The system PATA ports have a tiny 0 on one side indicating the location of pin 1. Pin 1 is the red or blue wire. PATA cables have three ends: one end goes to the motherboard; one goes to the master drive; and the third, which is in the middle (closer to the motherboard), connects to the slave drive. NOTE:

FDDs and SATA HDDs do not use jumpers.

Floppy Drive Installation This is still on the official A+ objectives, but it is unlikely you’ll have to install many floppy disk drives (FDD). New PCs ordered from the factory do not include an FDD by default. That said, installing an FDD is pretty straightforward. You can install the drive in any empty drive tray in the computer case. They usually just slide and lock into place, but on some PCs, you need to attach the drive with screws. The floppy drive ribbon cable attaches to the drive with the red or blue side pointing to pin one on the drive’s interface. The other end attaches to a PATA controller on the motherboard. There is also a power lead that attaches to the motherboard to provide power to the drive. After the drive is attached, you’ll probably need to power up the PC, enter the BIOS, and activate the drive. This should be one of the first menu selections in the Standard Setup menu. Make sure to save your changes before exiting the BIOS setup.

Motherboards When installing a motherboard, it is critical to read the documentation/instructions on the manufacturer’s website. They usually have jumpers and BIOS settings that must be set correctly or bad things happen. The case mount points must align to the motherboard’s holes. Make sure the screws

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are securely in place, because it is not just the physical connection to the chassis, it is also the electrical ground. The entire chip set that supports the CPU is embedded on and even inside the motherboard. Minding electrostatic discharge (ESD) and keeping it clean from dust is important. Bending and flexing the motherboard does not enhance its life expectancy. Don’t. The CMOS battery must be installed (right-side up) as soon as the RAM and CPU are installed. It is advisable to update the BIOS and firmware if required. Most motherboards today have mostly PCIe slots, but you will see some PCI and AGP, as well. Just make darn sure your motherboard can support everything that you want to do with that PC.

Legacy Expansion Slots Table 14-2 lists older expansion slots. They aren’t usually tested on the A+ exam, but they’re sometimes used as distractors. Table 14-2

Legacy Expansion Slots

Expansion Slot


ISA (Industry Standard Architecture)

16-bit, 8.3 MHz, supports Plug-and-Play and is usually colored black.

PCIX (PCI extended)

64-bit version of peripheral component interconnect (PCI). Currently, much less common than Peripheral Component Interconnect Express (PCIe).

MCA (Micro Channel Architecture)

Manufactured by IBM.

EISA (Extended ISA)

Wider bus (32-bit), longer slot.

VESA (Video Electronics Standards Association) (VL-Bus, VESA Local Bus) If accelerated graphics port (AGP) is the father of a PCIe video card, its grandfather is VESA. MCA (Micro Channel Architecture)

IBM’s proprietary 16- or 32-bit parallel bus, created in the 1980s and used on IBM PS/2 computers.

Old-School D Plugs Serial and parallel ports use D plugs. The D refers to the trapezoid shape of the grounded housing that surrounds the pins. The number of pins ranges from 9 pins, as in DE9, to 50 pins of the DD specification. The three that are likely to be on the Field Technician exam are DA15 (that is, the joystick port), DB25 (parallel if female, serial if male), and the DE9 standard serial port. These ports are found when a computer is connected to cash registers, robots, chip programming consoles, exotic or old printers, and other far-from-typical end-user devices (such as Cisco networking devices). Note that the VGA port and joystick port are both 15-pin D plugs. The difference (besides usage) is that the joystick has two rows and the VGA has three rows of five pins. The name DB9, sometimes with an M at the end to designate male, has given way to the name RS232, or just serial.

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IEEE 1284 vintage parallel ports come in three flavors: ■

Standard parallel port (SPP)

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Enhanced parallel port (EPP)

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Extended capabilities port (ECP)

SPP is unidirectional (one way) and slower. EPP is bidirectional and uses a direct memory access (DMA) to increase speed. ECP is faster still, bidirectional (two way), and the current standard parallel port. A standard parallel printer cord has a Centronics port on the printer end and a DB25 on the other. The BIOS should be set to support the correct port, such as bidirectional, ECC, EPP, or ECC&EPP. Game controllers today are almost always USB. This was not always the case. Older sound cards often have a 15-pin female port (DA15) designed for game controllers, lovingly referred to as joysticks. VGA ports are also 15-pin female ports, but they are arranged in three rows of five, whereas the DA15 has two rows and looks like a shorter parallel port. D plugs and the VGA port have threaded screws that can secure the plug to the port. Good news: They will not fall out. Bad news: If the computer is shoved against a wall, the secured port will snap and break the actual motherboard inside. If they are plugged in but not tightened, they simply become unplugged if force is applied to them (in which case, you just have to reconnect it). A broken motherboard is often the economic death of a PC. It is a shame to see a serial port cause the death of an otherwise good machine.

Flashing the BIOS: A Closer Look If the new HDD is too big for the BIOS to recognize, you need to upgrade, or flash, the BIOS. This is always done by following the manufacturer’s recommendations. It usually involves downloading a program from their website and running the program on the computer. Here is a classic A+ exam question: “You added a new 200-GB (or higher) HDD, but it shows in the BIOS as only 137 GB. What is the issue?” 137 GB is the dead giveaway. When you see that in a question about HDDs, know the fundamental problem is that the BIOS is not running 48-bit (or higher) large block access (LBA). Solutions: Verify that the motherboard can handle large drives, flash the BIOS, and download and run XP Service Pack 1 (XPSP1). (This example assumes an older Windows XP computer because most modern computers can easily support a 200+ GB HDD.) Some BIOS upgrades can be done from within the operating system; others are ROM packs and must be downloaded to a bootable media, such as floppy disk, bootable USB device, or CD (enabled in BIOS), and run as a separate program. Only flash the BIOS when a new patch is released for the motherboard at the manufacturer’s website or when you must flash the BIOS for the computer to support installed hardware. Also, after you begin the “flashing” process, do not interrupt it until completed.

Power Supplies Occasionally, you will find an oddly shaped PC, such as a really small shoebox-shaped PC or flat U1 or U2 rack-mounted server. These devices do not fit a regular Advanced Technology Extended (ATX) power supply or motherboard. In addition to the wattage and number of DC plugs on the

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power supply, several unique form factors provide power to these exotic case configurations. Table 14-3 lists these. Table 14-3

Odd-Shaped Power Supplies

Power Supply

Supports

TFX12V

Low-profile ATX

LFX12V

Low-profile BTX (Balanced Technology Extended)

SFX12V

FlexATX

CFX12V

Micro BTX (L shaped)

Controller Cards You might need to upgrade a computer to support storage such as redundant array of inexpensive disks (RAID) or eSATA (External SATA) where these storage methods are not natively supported by the motherboard. Both of these storage types require that you install adapter cards containing the proper drive controllers. The installation of these cards should be the same basic process as installing any PCI or PCIe expansion card.

Installing a RAID Controller Card To enable a computer to support RAID levels 0, 1, or 10, you must install a RAID controller card in the computer. The controller provides an additional drive interface to support the number of drives necessary for the level of RAID you want to enable. Installing the card is not complicated, if you’ve installed expansion cards before. Once the card is installed in an available PCI or PCIe expansion slot, attach the drives you will use for your RAID configuration and close the case. Next, enter the BIOS and configure the desired RAID array type. You will probably have to refer to the instructions that came with the adapter card or search for instructions on the card maker’s website. Each make and model of RAID adapter uses a somewhat different procedure. In the BIOS, select the chunk or stripe size if using RAID 0 or 5. Finally, if the drivers for the adapter aren’t available on the Windows computer you are using, you need to install the drivers, either from the disc that came with the adapter or by downloading them from the card manufacturer’s website. NOTE:

For more information about RAID and how it is used, see Day 30.

Installing an eSATA Controller Card You should already be familiar with installing internal SATA drives, but you can also attach an external SATA or eSATA drive to a computer in a way similar to attaching an external USB drive. However, the computer needs an eSATA interface exposed on the back of the PC. If this is not available natively, you need to install it as an adapter card.

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Installing an eSATA controller is not much of a chore. It should be as simple as installing the card in an available expansion slot, attaching the external drive, installing the drivers, if necessary, and then using the drive. If Windows doesn’t have the necessary drivers on board, you are prompted by the “Found New Hardware” message and need to install the drivers from the disc that came with the drive. You can also install the drivers from the card maker’s website. Specific instructions for the card should also have come in the card’s packaging.

Homework ■

Memorize the legacy expansion slots.

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Definitely be able to identify and know the differences between DB9, DB15, DB25, and VGA ports.

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Download a copy of all the acronyms used on the A+ exams from the CompTIA website (http://certification.comptia.org/getcertified/certifications/a.aspx. It is a part of the objectives downloads.

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Know how to install different storage devices and storage device controller cards.

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Make sure you know how to flash BIOS and when you should flash the BIOS.

Funwork Walk up to an IT old-timer and say, “I remember a time people used floppy disks and a 10/100 NIC was awesome.” Bring a comfy chair because the old-timer will likely counter, “Oh yeah, I remember a time when….” These legacy guys love to sit around, perform backups, watch status bars, and reminisce about the good old days. Ask them about old printers, coaxial network cables, 3-n-300 NICs, D plugs. Let them spend half an hour telling you how it once was. Yes, it is as painful as you imagine, but also enlightening and useful. Consider who writes the questions for the A+ exam. It is important to hear the old pro’s perspective on things because that is the angle from which the test is written. Listen to the vocabulary, diction, acronyms, and verbs. Match what you know with what they know. That overlap is where the test focuses. Question them and find out what’s important in their opinion. Find out why “this or that” outdated concept or technology is still so crucial to understand. These guys really are a font of knowledge. Be respectful, and remember many of them saw the dawn of our field. They get lots of cool points for being there. When you have had your fill of Leave It to Geezer, have someone text you with something really important to do. Otherwise, you might be stuck there until you, too, are an IT old-timer.

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Day 13 Installing Processors, Memory, Adapter Cards, and Cooling Systems A+ 220-702 Exam Objective Objective 1.1: Given a scenario, install, configure and maintain personal computer components.

Key Points Today you cover the high points of installing processors, RAM, adapter cards, and cooling systems. If you’re building your own customized PC, this is a good time to review.

Processors Installing a CPU or central processing unit is more or less like putting Legos together. The physical part of the process is matching the pins and holes and pressing down. Okay, it is a little more complicated than that, but the hard part is making sure that the processor is supported by the computer’s motherboard. If you know nothing about what CPU your motherboard takes, you could consult the motherboard book that came with the board or go to the manufacturer’s website to find out which processors it supports. This includes not only the size and pin count, but the number of cores, socket types, speed, and whether the motherboard bus is 32 or 64 bit. Usually, a CPU socket has a locking handle that you need to release before installing the processing unit. Just pull it to the “up” position. Then align the pins with the socket. Most CPUs have a notch on one corner that you can line up with the notch on the socket. Then, carefully lower the chip into place, pressing gently, and then push the locking handle back down. After that, install the heat sink and fan. This often comes as a single unit and is attached to the CPU by a thermo paste that both causes the unit to stick to the CPU and directs heat away from the chip. There should also be some retention hooks or other similar setup to hold the fan/heat sink in place. The fan will have a power lead that attaches to a plug in the motherboard. Check the motherboard documentation or CPU’s manual for the specifics. The BIOS should automatically detect the new CPU during POST. NOTE: The list of the various Intel and AMD processors and their technical specifications is vast, but so is the amount of information on the web. For a detailed guide on Intel processors, go to http://allyncs.com/docs/IntelProcGuide.html. For a guide to the various AMD processors, go to http://products.amd.com/pages/default.aspx.

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Memory Installing memory is a critical skill. A costly newbie mistake is to fail to push the RAM into the slot completely. Not good. That tends to let out the magic blue smoke. Evidently, once that smoke gets out, electronics stop working. Know that SDRAM, RAMBUS, DDR2, DDR3, and DDR4 do not fit in the same slots. The motherboard determines what kind of RAM it will accept. Lastly, put the fastest RAM in the first slots and know that the performance of the collection of RAM sticks is limited to the slowest card. Techies know that there is a bottleneck opportunity across the front-side bus and north bridge through which the CPU and RAM communicate. A well-balanced system maximizes all the components and avoids data-flow bottlenecks. If performance is the priority, spend serious time researching exactly which specs you want for the three critical hardware components in a computer: CPU, RAM, motherboard. The most common symptom of bad RAM is no video (once you’ve ruled out an unplugged or turned-off monitor). Also, keep in mind that there’s quite a difference in how much RAM a 32-bit operating system will support versus a 64-bit OS. If it seems a little silly to you to memorize the exact number of pins on different RAM, you are not alone. Nonetheless, it is important to know if you intend to pass your A+ exams. Table 13-1 outlines the following RAM types and the number of pins for each. Table 13-1

Number of PINs on Different RAM Chips

Type of RAM

Number of Pins

SDRAM

168

RDRAM

184

DDR

184

DDR2

240

DDR3

240

Adapter Cards The form factor of the motherboard ultimately determines what kind of cards, processors, memory, integrated ports, and chip set you need. Each motherboard form factor has a specific design and capacity that determines what type of adapter cards can be added. When designing a PC, always keep that in mind. If you are building a PC from scratch, chances are that you will use a serious video card. Keep in mind that many high-end video cards use one PCIe slot but actually take up two slots because of the thickness and dedicated cooling systems. Do your research before you buy. Besides, if you are a true PC geek, that kind of research is lots of fun. Expansion cards allow for considerable flexibility for adding USB, FireWire, wired and wireless network interface cards (NIC), media readers, video capture, even old-school serial and parallel ports. Just remember that each card has drivers and might require a setting or flashing the BIOS.

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Never ever lose the drivers for these cards. They are often online, but do not count on it. Further, some older cards do not play nicely with x64 processors and architectures.

Cooling Systems When you install a heat sink on a processor, you must do three critical things: 1. Insert the thermocouple in the middle of the CPU between it and the heat sink. 2. Use just a tiny dab of silver oxide. (Consider how little actual space exists between the CPU and the heat sink.) 3. Wash your hands thoroughly after handling silver oxide. There can be many fans on a computer. Case fans blow or pull air though the whole PC. Make sure there are no missing “blanks” if an expansion card is removed, because it will change the airflow in the case. Individual components often have fans (for example, CPU, video cards, HDDs, and heat pipes). For exactly the same reasons, make absolutely sure that the fans are connected to the correct motherboard pins, aligned correctly, and are securely connected.

Homework Memorize the RAM types and the number of pins for each.

Funwork Find another computer person (yes, it certainly could be the IT old-timer from yesterday), buy him a coffee, and spend some time role playing. He calls you for PC help. It starts with you saying, “Hi, my name is… How may I help you?” He replies by describing the symptoms, but seems to have a bad attitude. Your job is to balance troubleshooting with customer service—not an easy trick. Although you might be facing one another in this exercise, on the phone you cannot see the person or the computer. The caller is your eyes, ears, and hands, and you are the brains of the operation. It might seem silly at first, but role playing is truly one of the most important activities you can do to prepare you for help desk work and the A+ exam. This exercise can be done via texting or instant messaging, too. Do the preceding activity but add different kinds of customers, such as the mean manager in a hurry, the 8-year-old whose report will not print, another tech person like you, and the teenager who cannot connect his laptop to his phone via Bluetooth and uses the words like and dude way too much. Scale your interaction and vocabulary to each of these situations. Mix it up and be creative.

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All-in-One CompTIA Certification Exam Guide, Seventh Edition by Mike Meyers. Chapters 3, 5, 6, and 10

Day 12 Troubleshooting Storage Devices, Motherboards, and Power Supplies A+ 220-702 Exam Objective Objective 1.2: Given a scenario, detect problems, troubleshoot and repair/replace personal computer components

Key Points Today you learn about troubleshooting storage devices, motherboards, and power supplies. The reliability of this hardware has improved considerably over time. Still, they do break and require the attention of a technician.

Maintenance Toolkit The A+ Practical Application exam (220-702) covers the basic toolkit. It contains Phillips and flathead screwdrivers and hex and torx drivers. A basic five-in-one screwdriver has most of what you need. That said, be careful with this type of screwdriver because most of them come with a magnet that should not be used inside of computers. The basic kit also includes some seldom-if-ever-used tools such as a three-prong reach tool to grab fallen screws or jumpers. A hemostat is a fancy name for long tweezers that close and lock. Typically, these are used in surgery, not computer repair. The integrated circuit (IC) puller removes old BIOS chips. Modern ones are EEPROM (erasable programmable read-only memory), nonremovable chips. The fix is a flash update rather than an IC puller. In the unlikely event you need to use the IC puller, be sure that the new BIOS chip is oriented correctly. Unlike the CPU that has a missing pin or some other keyed method, BIOS chips have a half circle on one end that needs to correspond with a similar shape printed on the motherboard. Your toolkit will grow and change as your needs change. Seemingly, every techie carries a USB flash drive or external HDD with all kinds of apps and utilities. If you need much more than a few tools and a CD wallet full of operating systems and utilities, you really ought to consider taking the PC to a shop. An enormous selection of tools is available, depending on the type of job you have to do. The best place to find these tools online is at places like Tigerdirect.com, Cyberguys.com, or just Google a search string like PC repair tools.

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Safety First These are some safety basics likely to appear on the A+ Practical Application exam. They are also generally good ideas: ■

Do not eat or drink or make a mess in your work area.

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Do not wear jewelry or watches.

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Do not look at lasers in printers or scanners or fiber-optic cables.

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Do not wear an antistatic wrist strap when working with high-voltage stuff like wall-testing power or laser printers.

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Do not attempt to work inside a CRT monitor or PC power supply because the voltage contained in them, even when turned off and unplugged, could be fatal.

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Do use an antistatic wrist strap when inside the PC.

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Do turn off the power and unplug the power cord. Remember when working on a laptop to remove the battery.

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Do cover the sharp edges inside the PC with tape.

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Do have a fire extinguisher and first-aid kit nearby.

Cleaning Solutions The A+ Practical Application exam will likely ask you about when to use what cleaning product. The following is a list of cleaning best practices: ■

Make sure the PC is off (remove any batteries from laptops).

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Remove any peripherals; they might have their own power supplies.

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Spray mild detergent onto the lint-free cloth, not onto the PC directly.

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Never use abrasive or lint-laden materials, such as paper towels on soft LCD screens, lenses, CDs, scanners, print or optical readers—anything that could get scratched or is sensitive to dust from the rag.

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Monitors and most PC components are best served with antistatic materials. Use them if it is an option.

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A solution of >70% isopropyl alcohol is used for cleaning electrical contacts.

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Never use solvents or glass cleaner (which often include ammonia) on an LCD screen or plastic.

Troubleshooting Storage Issues If an HDD makes any noises other than healthy data-accessing sounds and a small amount of vibration, that is a problem. Scraping, clicking, or whining almost always means it needs to be replaced. A hard drive that is recognized in BIOS but inaccessible after power-on self-test (POST)

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might still be bad. When you do add or replace an HDD, make sure it is supported in the BIOS. It is not at all uncommon to need to update; otherwise known as flashing the BIOS. Be absolutely certain to follow the BIOS manufacturer’s directions exactly and be darn sure it has reliable power. Imagine a power outage halfway through a brain surgery. It is uncommon, but sometimes SATA and PATA data and power connectors get disconnected by rough handling and shipping. Always unmount USB flash drives before removing them. This is done through the safely remove hardware menu. An unresponsive flash drive is not necessarily dead. Special software can sometimes recover data and is often an opportunity for timely user education. The field of computer forensics is all about recovering data from dead storage devices.

Troubleshooting Motherboards Diagnosing a “borked” motherboard can be a study in frustration. If an accidental static discharge damaged some of the electronic components on the board, it may be next to impossible to trace down the exact fault. However, you can check some standard features: ■

If a problem occurs soon after you’ve made a jumper or dip switch setting change, go back in and make sure the setting is correct. Jumpers and switches are tiny and easy to misconfigure.

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If the problem occurs right after flashing the BIOS, that’s probably the cause right there. Check the site from where you flashed the BIOS for instructions on rolling back the upgrade, or better yet, keep those instructions available before you flash the BIOS, just in case you need them.

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Sometimes a problem with no power to the computer or to a component in the computer can be traced to a loose power connection inside the computer case. If you recently installed a new hard drive, for example, make sure the power connections on the drive and power supply/motherboard are firm.

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Losing time on the computer’s system clock is a classic symptom that the CMOS battery on the motherboard is dying and needs to be replaced.

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A misbehaving peripheral or component could be traced to a newly, but improperly installed expansion card. Make sure all expansion cards are seated and secured properly. The same goes if you have a RAM problem. RAM sticks are notoriously hard to seat correctly.

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As you saw in Day 14, when you install a drive on a computer, you often have to change the BIOS settings. If you think the settings are incorrect (or you forgot this step of the installation), go into the BIOS and make sure the configuration matches what the installed device needs.

Testing Power Supplies Understand that a power supply either works or it is replaced, not fixed. Too much inside a power supply could kill you to make it worth the risk, seriously. You should probably check the obvious first. Is the wall outlet working? Use a known good lamp, cell phone charger, or multimeter to determine that it works. Next, use a multimeter to measure the DC voltages of the output. If you

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do not remember which colors you’re supposed to read, not good! Go back to Day 30 and memorize it already. A specialized power-supply tester is fairly inexpensive and a good addition to your toolkit. Some PC problems are related to power supplies that aren’t providing enough power to peripherals.

Homework Google the following terms to see what others say about these topics: ■

Troubleshooting storage

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Troubleshooting motherboards

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Troubleshooting power supplies

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Troubleshooting RAM

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Troubleshooting adapter cards

Funwork “Make” a point-of-sale (POS) computer system. Of course, it is just a pretend one, but you will see a great example of how all your hardware knowledge is applied in the real world. Price out the pieces and make sure the components are compatible. It needs a thermal printer for receipts and a laser scanner that reads barcodes. Make sure it includes an application that can understand barcodes. If you want a challenge, find a scale that communicates with your PC for weighing produce. Do not forget that many products use radio frequency identification (RFID) in addition to barcodes. Redundancy and reliability are important here because this is a mission-critical computer. Can you make a cheaper system than commercially produced POS systems? Do not forget the credit card reader and software to run all the devices. There is an entire industry within the computer repair world dedicated to creating and supporting POS systems. Compare your POS system to that of the pros. There are all-in-one portable (handheld) POS systems.



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Day 11 Troubleshooting Processors A+ 220-702 Objective Objective 1.2: Given a scenario, detect problems, troubleshoot and repair/replace personal computer components

Key Points Today you learn how a CPU works and what to do when it doesn’t work. This is the main purpose of a computer, and it is critical that you understand what it is and how it works. CPUs are a little scary at first, but when you understand them and what they enable us to do, they’re really amazing and beautiful things.

CPU Architecture Truly, CPUs and their billions of tiny transistors are among the greatest human achievements, ever. Our ability to turn sand into near-sentient, artificial intelligence is nothing short of profound. What is that if not art? So, from that perspective, let’s look at the CPU architecture. The following list outlines the main concepts of the CPU: ■

Registers hold individual values (small bits of data).

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Arithmetic logic unit (ALU) performs calculations using values stored in the registers.

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Control unit issues commands to the registers.

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Cache stores commonly used commands and data.

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A process is when the ALU and control unit store a value in a register or when they calculate values in the registers.

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Threads are collections of processes.

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Programs are combinations of threads.

32-Bit Processing Versus 64-Bit Processing You can often run a 32-bit OS on a 64-bit CPU. If you’re a true geek, that thought should move you to tears because it wouldn’t make sense. Windows 7, for example, is available in both 32-bit and 64-bit versions. Running a 32-bit version of Windows 7 on 64-bit hardware would be a waste of resources, because the OS couldn’t take advantage of the available bus width and processing power. You would never be able to buy such a mixed-up computer from the factory, but it is possible some novice might have made such a mistake when installing the OS on inappropriate hardware.

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CPUs and Legos Tackling the CPU and the inner workings of processing at a binary level can be intimating. It really doesn’t need to be. Let’s see how CPUs and Legos are fascinatingly similar. Individually, a Lego brick is interesting, but really great things happen once you start to connect (to process) them into more complex structures.

Sockets There are a vast number of CPU socket types that are used for Intel and AMD chips. Sockets 1 to 8, including Socket Super 7, are used by Intel chips, as are Sockets 370, 423, 463, 478, 479 (Socket M), 775 (Socket T), 603, 604, 771, and Sockets 418 and 611 (for Itanium and Itanium 2, respectively). AMD chips use Sockets 462 (Socket A), 754, 939, 940, AM2, AM2+, S1, F, Slots 1, 2, and A. The socket number often, but not always, refers to the pin count on the chip. NOTE:

For a list of CPU sockets, see http://www.hardwaresecrets.com/article/373.

Cache Imagine you’re building a house out of standard “2 by 4” rectangular bricks. You need a lot of the same kind of bricks to accomplish this task. Could you gather a bunch ahead of time to speed up the assembly process? That is how cache works. Will you need a whole lot of roof pieces later? Could you collect them while you are searching for standard bricks? That is how level 2 cache is used and how preemptive multitasking works. It stores less commonly used commands, but it is still much faster than forcing the CPU to look through the endless list of commands and data (piles of Legos) available for each process.

RAM Okay, now let’s talk about RAM. Can you use a Lego that you do not actually have in your hand? The same is true for RAM and the CPU. Everything must first be put in RAM before it can be used by the CPU and by extension the entire computer. This process is called loading; in the case of a storage media, it is called mounting. Problems can be caused when RAM sticks aren’t seated well or when RAM incompatible with the computer is installed, affecting the computer’s speed.

Multicore CPUs Let’s invite some friends over to play. Enter: multicore CPUs. Many hands make light work. Can we divide processes among many cores? If you and your friends were building that house together, could you share that pile of standard bricks? CPUs share level 1 cache. Normally, they do not share level 2 cache. Besides, it might make more sense to assign the roof to a friend or simply work on it together later.

The Future of 64-Bit Processing What if the 10-year-old kid next door is on a Lego robot team and builds things twice as fast as you and your friends? Guess what? You just met your first 64-bit processor and, quite literally,

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your future competition. 32-bit processing is a dying breed, made obsolete by the advantages in speed, processing power, and bandwidth produced by 64-bit computing.

Front-Side Bus What is the front-side bus (FSB), and why should I care? Imagine if your Legos were stored in a tall, narrow, almost pipe-like bucket. When searching for pieces, how much more efficient would it be to pour them out into a low, flat tray? The width of the FSB determines how much data the CPU can communicate with system bus, simultaneously. Wider = better. The speed of the FSB is also critical. What if your efficient wide tray of Legos is in another room and you’re on crutches? Frustrating. When you hear other techs talking about the FSB, they usually are talking about the speed. FSB speeds typically range from 66 MHz to 800 MHz and above. The CPU communicates with the memory controller using the northbridge, so FSB speed can really impact the computer’s overall performance. This is one thing to consider if you have an underperforming machine. FSB speeds are also related to RAM speeds, so an incompatibility there will cause performance problems.

Homework Armed with a fundamental understanding of processing, take your knowledge to a deeper level and spend time with YouTube and explore the myriad videos that explain architecture and actions of CPUs. A particularly good video is called “Inside Microchips – 01.” Videos and animations by channelintel (http://www.youtube.com/user/channelintel) are also quite good, as you can imagine. Another excellent video by AMD is called “From Sand to Chip: How a CPU Is Made.”

Funwork Go to http://www.howstuffworks.com/cpu-quiz.htm and see what you know about CPUs. Just like exam prep software, if you get the wrong answer, learn why it is wrong. If you do not know about howstuffworks.com, you’re in for a real treat!



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The Complete Guide to Managing and Maintaining Your PC by Jean Andrews. Chapter 6.

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Day 10 Troubleshooting Memory, Monitors, Audio, Keyboards, and Cooling Systems A+ 220-702 Exam Objective Objective 1.2: Given a scenario, detect problems, troubleshoot and repair/replace personal computer components

Key Points Today is the last day of desktop hardware. (Day 9 covers printers and laptops.) If you are a hardware head, this is a sad farewell. If you are an OS or networking fan, your time is fast approaching.

Troubleshooting Memory Memory is one of the mission-critical components. If it is not working, the PC might or might not turn on, it will not power-on self-test (POST) correctly because bad memory might result in a POST memory error, and it will probably beep. Check to see whether the RAM is inserted correctly in the slots, fully pushed in with the “ears” in the upright and locked position. If that doesn’t fix it, replace the RAM with known-good chips. If not that, you might be looking at damaged RAM slots. That means a new motherboard. Beyond that, another technician might have inserted a stick of RAM that is incompatible with the motherboard. The worst-case scenario here is that the computer motherboard will be destroyed.

Troubleshooting Monitors Sometimes, you will find multiple video ports on a computer: ■

Dual-, triple-, quad-monitor video cards (one card that supports multiple monitors).

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Multiple video cards each supporting a monitor.

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One card that supports different video modes. It will use any combination of Digital Visual Interface (DVI), Video Graphics Array (VGA) component video, and High-Definition Media Interface (HDMI). These cards usually send the same signal out all ports.

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An integrated video card with an additional video card installed in an expansion slot. In this case, always plug the monitor into the standalone video card, not the integrated one. Often, it is disabled automatically when a video card is present in an expansion slot.

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Be able to identify the monitor LED colors. An amber (or yellow) color means that the monitor is on but not receiving a signal from the PC; that is, the monitor is expecting but not getting information to display. If the monitor is unplugged from a power source, turned off, or in Sleep/PowerSaving mode, the power button is dark. Make sure the monitor has power. A green or white light means the monitor is on and receiving a signal. You should see an image on the screen. If not, explore settings on the monitor (such as contrast and brightness). Try replacing the monitor with a known-good monitor to make sure the current monitor is bad. If you still cannot see an image, the problem could be a bad video adapter card or a bad setting for the card, such as the wrong monitor being selected (monitor 1 versus monitor 2). If still nothing, recycle or dispose of the monitor according to local government codes. Modern display devices are usually quite good at recognizing the resolution and automatically adjusting. Sometimes that is not the case. You can use the onboard configuration tools in the OS to manually make adjustments. In Windows Vista and Windows 7, go into the Control Panel in small or large icon view and click Display. In Windows XP, you can also go into Control Panel and, using Classic view, open the Display applet. A wide range of monitor adjustment settings are available. Video driver issues are easy to spot: wrong colors, too few colors, or black borders around the screen (unused screen). In Windows, use the Driver Rollback feature in the Device Manager. In all operating systems, go online and download the latest drivers for your video card and install them. If the problem prevents you from seeing well enough, use a different computer and burn the drivers to CD. Before writing off a monitor, plug it into a known-good PC and see whether the problem still exists. If doing this resolves the symptoms, look at the RAM and video RAM. Not enough of either will wreak havoc on the video quality. (Imagine playing a high-graphics video on an older business-class PC, for example.) You can lower the refresh rate in the Display Properties or in the application. Another source of video problems is the cable. Look for sharp bends, abrasions, bent or missing pins, or cables not completely connected.

Troubleshooting Audio For some reason, “no sound” is among the most common end-user complaints. The fact is, there are volume controls all throughout the layered PC model. At the physical layer, the speakers need power and a connection to the sound card. Speakers often have their own volume control. The connection uses a mini stereo jack formally known as 3.5 mm TRS (tip, ring, sleeve). The standard card has pink, blue, and green sound ports. Pink and blue are audio in. Microphones (as in headsets and speech-to-text or teleconferencing scenarios) should use the microphone (mic) input. The main speaker out is green. It is usually a stereo port, to support a left and right signal. Better sound cards have many kinds of ports, including for Dolby 5.1 and for subwoofers and all kinds of shapes and arrangements of speakers. Plugging the audio devices into the wrong ports makes for a very quiet multimedia experience. Digital audio signals, such as Sony/Phillips Digital Interconnect Format (S/PDIF), must be connected to speakers that can decode binary signals and turn them into analog sound. This process is called digital to audio conversion (DAC). Modems and microphones use this technology and the reverse, aptly named audio to digital conversion (ADC).

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At the OS layer, there are more volume controls in the Control Panel and via the System Tray icons on the taskbar. Even the applications themselves usually have a volume control. If the Sound applet is dimmed, this usually indicates that the computer doesn’t have the correct sound drivers onboard, even if you do not see a problem for the sound device in Device Manager. Another indication of sound-related problems is, in Device Manager, when you see a reference for “Other Device” with a question mark next to it. That can possibly mean a virtual MIDI or game port is present and is causing problems. At every layer, these volume controls need to be set for midrange. In addition, make sure that volume is not muted at any of these sources of volume control. Also, consider that the speakers might be broken. Use known-good speakers to test this possibility. Some sound cards use their own software settings rather than Windows. So, if you cannot use the built-in Windows tools, look for the sound card’s native software controls. Beyond that, the sound needs to be enabled in the BIOS and the correct driver must be installed. To test the sound, make sure you test it from a CD, a file, and video, and from the Sounds applet in the Control Panel. Further, every conceivable event in the OS can be assigned a sound. That is also handled in the Sounds applet in the Control Panel. If the Sounds applet does not recognize the audio device, go back to the BIOS, drivers, and physical installation. Something went wrong.

Troubleshooting Keyboards A user complains of a keyboard malfunction. You might be tempted to label it a PEBCAK error (problem exists between customer and keyboard). Often it is. However, if the keyboard types incorrect characters, it could be one of several issues. Laptops typically overlay a ten-key keypad over the QWERTY keyboard. The Num Lock key toggles between normal keyboard and the tenkey keypad. When entering passwords, this and Caps Lock can be most frustrating. The Keyboard option in the Control Panel allows for exotic keyboard support. Dvorak is another way to arrange the keys on a keyboard in a way that is more ergonomically correct. You can change this in Regional and Language Options in the Control Panel. Language packs and special characters are another source of strange keyboard issues. Languages are handled in the Control Panel. New language packs are found on the OS CD and are available from Microsoft online, too. Word and other word processors have autocorrect features that automatically respell commonly misspelled words. Occasionally, the programming makes unwanted changes. Although that is beyond the scope of the A+ exam, it is a common customer question. If the keyboard does not type anything, check the physical layer first. Older systems that use PS/2 ports for the keyboard and mouse are easy to switch accidentally. They are usually color coded or otherwise indicated by an icon (so that you can determine which is for the keyboard and which is for the mouse). PS/2 input devices are not hot swappable. You need to turn off the computer to remove devices from PS/2 ports, make the correct physical connections, and then restart the PC. Wireless keyboards are nice but pose another layer of problems. If they use infrared (IR), the keyboard and receiver need to be lined up like a remote control and TV. The range of radio frequency (RF) coverage varies by make and model. When working with wireless devices, consider the needs of the presenter in an auditorium versus the needs of an office worker. Wireless keyboards can also interfere with each other. If someone can move your arrow and his own, too, use the dip switches

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or jumpers inside to change the frequency to avoid that kind of interference. Some wireless keyboard/mice systems use a button to activate. Look for this when troubleshooting such systems. A final note about wireless devices: They eat batteries. Check there first when troubleshooting. Also consider rechargeable batteries (Earth first and all).

Troubleshooting Cooling Systems Troubleshooting cooling systems is pretty straightforward. Are the fans moving air? Can the air flow though the PC uninhibited? Does the PC have access to fresh air? That is especially true for laptops. If you have more than one fan, are they blowing the same direction? Is the thermocouple connected to the right place on the motherboard and installed correctly between the CPU and heat sink? Is the heat sink covered in dust and lint? Often, heat-related problems can be resolved simply with a good cleaning and replacing the thermal compound on the CPU. In a water-cooled system, is the reservoir full? Is the pump actually moving water? Are the settings correct on the controller? Water cooling is tricky and risky, but it definitely ups your geek cool factor.

Homework Use the Help feature built in to Windows to troubleshoot the following problems. Run the tool multiple times and explore the many divergent paths in this troubleshooting tree: ■

The mouse does not move the arrow.

■

The keyboard types the wrong characters.

■

The speakers do not make sound.

■

The external monitor or projector does not display anything.

Funwork Download a virtual machine program—VMware, VirtualBox, Virtual PC. Any will work. Familiarize yourself with the idea of running multiple operating systems “inside” your main one. This is not a significant topic on the A+ exam, but it absolutely is something with which you should spend quality time. Once you have the drivers, updates, and everything else on a virtual OS, “save” it. The beautiful thing about these virtual machines is if you totally mess up the OS you can simply reset back to a perfect install. If you want to explore your Registry, or analyze malware, or play with encryption, or participate in Red Team / Blue Team network defense games, or any other opportunity to seriously break your OS, do it in a virtual machine. It is your virtual playground and will help you practice making OS-related configuration changes in a “safe” virtual environment that will not affect your host machine.

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CompTIA A+ Cert Guide by Mark Edward Soper, Scott William Mueller, and David L. Prowse. Chapters 5 through 8

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Day 9 Scenario-Based Troubleshooting of Laptops, Printers, and Specialty Tools A+ 220-702 Exam Objectives Objective 1.3: Given a scenario, install, configure and detect problems, troubleshoot and repair/replace laptop components Objective 1.4: Given a scenario, select and use the following tools: Multimeters, power supply testers, specialty hardware/tools, cable testers, loop back plugs, anti-static pad and wrist straps, and extension magnets Objective 1.5: Given a scenario, detect and resolve common printer issues

Key Points Many laptops are just as, if not more, fully featured than their desktop counterparts. That’s the good news. The bad news is the lack of standardization leads to more complications during installation, configuration, and optimization. The same holds true for printers. Like laptops, there are few standards. Printers are simpler and more mechanical in nature, and that tends to make it easier to spot trouble.

LCDs Liquid crystal display (LCD) has three main parts: ■

A flat, lighted fluorescent or LED panel

■

A field of twisting crystals

■

A “tough” membrane

NOTE:

Practically anything will scratch an LCD; even mean looks can ruin an LCD screen.

Just as with a cathode-ray tube (CRT), magnets and electromagnetic interference (EMI) need to be far away. Liquid crystals are very “excitable.” It is possible to short out the electronics by too much static electricity/magnetism. A standard LCD monitor is usually cheaper to replace than fix. LCD screens are in so many devices today that in many cases it is cost-effective to replace the screen or backlight. High-end

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phones and MP3 players, digital cameras, expensive laptops, dashboard displays, ATMs, point-ofsale systems, watches, and even fish finders that use sonar can be very pricey and warrant repair over replacement. An LCD screen that is dark and can be seen only from an angle means the backlight is either not powered or is broken. If it takes a long time for the screen to get bright or some places on the screen are brighter (or darker) than others, plan on replacing the backlight. Extreme temperatures, both hot and cold, have a similar effect. If the LCD screen is pixilated, check the video source first. Often, streamed video and even digital subscriber line (DSL), fiber, and cable Internet service provider (ISP) connections can fail to provide a proper high-definition (HD) signal. If the source is the problem, try downloading the file entirely and running it locally. If the screen flickers or randomly changes color, check the physical connection; it might be loose. On a laptop, this is no easy task. The ribbon cable that connects the LCD to the motherboard is hidden in one of the hinges. Know before you go. Read up on the repair of that specific laptop before you pick up a screwdriver. If the screen just flickers (no color change), the problem might be the inverter that powers the backlight, not necessarily the light or cable. If there are fantastic modern art designs with lines and radiant divisions like a cracked windshield, the screen is cracked and needs to be replaced. If the screen is still bright, the backlight is not broken. Are there just a few persistent specks? That is called a stuck pixel or pixel death. An individual or small group of crystals has quit working. Live with it or replace the screen. If the screen is black and shows no life, check obvious things first (such as whether the laptop is actually turned on). Is it set to project out the Video Graphics Array (VGA), Digital Visual Interface (DVI), or High-Definition Media Interface (HDMI) port rather than the LCD? Is it in Sleep mode? These seem pretty obvious, but they make good exam questions.

Laptop Hard Drives A laptop hard disk drive (HDD) is a slimmed-down version of a PC HDD. It measures 2.5 inches across and functions exactly like a PC hard drive. It is removed and installed by access panels and usually has a couple of screws that discourage end-user techie ambitions. Almost all laptop hard drives today are Serial Advanced Technology Attachment (SATA), and some are external storage devices that connect thought USB or FireWire. Other laptop storage devices and external attachments include ExpressCards, PC cards, and PCMCIA. Solid-state drives (SSD) are essentially drop proof. Rated at thousands of gravities (the amount of force exerted on an object), they are simply not going to break like the spinning platters and moving arms of the traditional HDD sometimes do. This explains the survivability of flash drives and MP3 players that use such technology. It comes at a cost. The media can be rewritten only a finite number of times. You really do not need to defrag an SSD because of the solid-state nature. Regardless of fragmentation, the drive accesses it about the same as if it were completely contiguous. More, those countless reads and writes by defrag greatly age an SSD.

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Networking for Laptops There are five main methods to connect a portable device wirelessly to a network or to the Internet: ■

Bluetooth

■

Infrared (IR)

■

Cellular WAN

■

Local WiFi

■

Satellite

Because laptops, personal digital assistants (PDA), and other portable devices scream “steal me,” it is never a good idea to store anything you cannot afford to lose. Network drives or their more formal parent network file servers enable you to set up a share point to save your work there, either as a backup or exclusively if security is an issue. The data capacity of a proper file server can be mind-boggling. Consider the database servers that run Amazon.com. Network file servers allow for multiple users to modify a common file. This central point is both good and bad for reliability. It greatly simplifies backups, but it is a single point of failure, too. Networked projectors are a great networking device for several reasons: ■

The presentation files are sent like transferring a file to a network file server, complete with permissions and security.

■

Because the files live directly on the projector, this eliminates the need for expensive, fragile, extremely long video cables.

■

It frees up the presenter to carry around a simple remote instead of being tied to a podium with a PC. It is also possible to stream the presentation across the network, but you run the risk of glitchy performance in a high-network-traffic environment.

Video RAM Remember the drawback to integrated video cards? They use the system memory and the southbridge, tying up critical resources that should be used for other things, such as the CPU. If your customer is (or you are) price shopping for a bargain-basement laptop, make sure that it has good graphics. It should have its own video random-access memory (VRAM) and preferably have a brand name like NVIDIA or ATI. You will pay more at the outset, but your eyes will not tire as quickly, and you will get better overall performance from your laptop.

Hot-Swappable Devices and Not-Swappable Devices Mistaking a device that is not hot swappable for one that is can let out the magic blue smoke that makes it work. It is really important to know which devices are hot swappable and which aren’t so

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that you do not destroy both the device and the motherboard. Table 9-1 reviews what is and what is not hot swappable for all PCs, not just for laptops. Table 9-1

Drive-Swapability Comparison

Hot Swappable

Not Swappable

SATA drives

PATA drives

Modern SCSI array drives

RAM

FireWire

PCI, PCIe, PCIX, AGP, ISA

USB

PS/2

PCMCIA

Serial

HDMI, DVI, VGA

Parallel

Measuring Memory and Speed: When Size Matters When customers ask, “How big is this memory card?” they aren’t concerned about the physical dimensions or even bytes. We computer geeks know that “memory” is RAM, dynamic and volatile. Customers purchasing a camera know memory as flash, static, like USB or solid-state drives that we call storage. Marketing people take the blame for this confusion. Still, we do not want to parse words with customers, especially when commissions and repeat business are on the line. Customers expect an answer in terms they understand. Digital cameras are rated in megapixels. Flash storage is measured in bytes. The resolution (number of megapixels) and the size of the field of view determine the size of the JPG file. These are approximate values, but they should give you some ballpark answer either for a customer or on the A+ exam. Of course, the short answer is the more storage, the more megapixels, the better. Music and video take up considerable room. A typical popular music MP3 song is roughly 4 minutes and takes about 4.3 MB of space at a standard 128-kbps compression. Video MPG4 using the standard H.264 compression is measured in minutes. The quality and resolution of photos and video greatly affect the size of the files. These file sizes and limitations hold true for any storage device, iPods, cell phones, cameras, even HDDs. Table 9-2 gives you and your customers a feel for file size and capacity. Table 9-2

Flash Memory in Real-World Terms

File Type and Quality

512-MB Memory Card

1-GB Memory Card

2-GB Memory Card

3-megapixel JPG

500

1000

2000

6-megapixel JPG

180

320

640

12-megapixel JPG

80

160

320

128-kbps compressed MP3

120

240

480

H.264 compressed MPEG4

70 min

140 min

280 min

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Storage cards are measured in access speed, just like optical drives: n × 1.5 MBps = access speed, where n is the rating. For example, 40X means 40 × 1,500,000 bytes per second = 6 MBps access speed. Why is this important? Speed and quality go hand in hand with multimedia. How often have we opted not to watch a video online because it was loading too slowly, or was too poor a quality to see what was going on? Table 9-3 lists common speeds of flash storage. Table 9-3

Flash Memory Access Speed

Rating

Speed

40X

6 MBps

66X

10 MBps

80X

12 MBps

133X

20 MBps

266X

40 MBps

Repairing and Replacing Components Taking apart laptops and printers is the easy part. Reassembly is another story. It is recommended that you draw a basic diagram of the device and as you remove screws stick them through the paper where they go so that you can be certain they go back in exactly the same place. As an added benefit, they will not roll around and get lost. You can also go to the manufacturer’s website to find the schematics for the device you’re working on. Antistatic wrist straps are great for laptops when you are protecting the equipment from your static electricity. Do not use antistatic wrist straps when working on laser printers. There is high voltage inside that you do not want any part of. Plus rollers might grab the strap, and that would be a bad thing for both you and the printer. There are a lot of impossibly hard-to-get-to places on printers. Enter: Extension magnet. It is like an extendable pointer with a magnet on the end used to pick up screws that fall into obscure places in the printer. It is a magnet, so be mindful of electronic media and monitors. NOTE: Sometimes cables are the source of intermittent failures. Cable testers are good at finding these kinds of problems. Also, while you are testing a cable, bend it around to find the broken wire inside.

Troubleshooting Printers When troubleshooting printers, always check the easy stuff first. Make sure the printer is powered and connected to a PC. Check that the printer has paper and ink or toner. If you see error codes, address those. You might have to restart the printer and the PC. It is surprising how often printer drivers fail or become corrupt. A simple driver delete and reinstall is a magic bullet for many printer issues.

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In the case of network printers, you also need to check the TCP/IP settings. The IP address to where the PC sends the print job must actually be the IP address of the printer. This might seem obvious, but a printer set for Dynamic Host Configuration Protocol (DHCP) can lose the assigned IP address. Either reserve the printer’s IP address in the DHCP server or set a static address on the printer.

Printer RAM and Firmware If the users on a network complain that only half of their documents printed, it might be that the shared printer does not have enough memory and it is relying on the PCs to hold the document in their queues. The RAM on a network printer should more than exceed the size of the documents it receives. Keep in mind that peak printing times require even more RAM. Basically like any computer, the more RAM, the better. Firmware updates for printers are rare, but they do exist, and they can greatly improve performance. Like any firmware upgrade, check the manufacturer’s website, and then double-check that it is the correct file before downloading. You wouldn’t want your color laser printer to think it is suddenly a desktop inkjet. Download the file and follow the directions from the manufacturer.

Paper Jams This is one of the most common types of printer problems. Most customers can find and clear a paper jam when it happens at the paper feed tray, but there are a lot of places inside the printer where a jam can occur. Sometimes the printer display indicates where the jam is, but if not, make sure you open all the access panels on the printer and take a good look around. Also make sure to clean out small bits of paper inside the printer that can cause jams to reoccur.

Blank Paper You’ve heard of “garbage in, garbage out,” but it can be frustrating when a printer pulls in a nice, clean sheet of paper and that’s exactly what comes back out. The most common problem is that the printer is out of ink, but you would think the customer would have noticed the print quality of his printer degrading (indicating that the ink was running out). This could also mean that the heads are extremely dirty and unable to impart the print image to the paper. Some printers have software tools that allow you to run a “clean print head” operation to solve this problem. If you’re unsure, check the printer documentation. If that’s unavailable, search the manufacturer’s website for the information. If you just inserted new ink cartridges in the printer, make sure you removed the thin, plastic strips that cover the print cartridge.

Error Codes You will likely see many of the same brands and models of printers. Certainly over time, you will become more familiar with popular printers. For help with error codes, go to the manufacturer’s website, especially when error codes vary so much across different makes and models of printers.

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Lines and Smearing On laser printers, smearing is usually produced when the toner is not properly fused to the paper. It could also be a problem with the print drum. Make sure it is smooth and clean. On inkjet-type printers, you might be using the wrong type of paper for the printer setting, such as using highquality photo paper when the printer is set to “draft.” Verify that the printer settings are correct. Other causes for smearing or unwanted lines being printed include dirty print heads, misaligned print heads, or even damaged ink cartridges. The printer feed system, if not aligned, may also cause these problems.

Printing Garbage The most common cause of printing garbage characters is a printer driver issue. You should also check for a printer cable problem. Sometimes the cable between the computer and the printer can become damaged, especially if it sits on the floor where it can be rolled over by a chair on wheels. Also check and make sure all cable connections are firm.

Ghosted Image On laser printers, this is almost always caused by a problem with the toner cartridge. Try replacing the cartridge to fix the problem. The cleaning roller assembly could also be at fault. If the toner from the previous print job is still partly retained on the drum, it prints a “ghost” on the next job.

Serious Solutions: Laser Printers Laser printers are the business-PC and increasingly home-use gold standard. They are usually worth fixing and can last a long time. It is your job to keep them lasting and performing year after year. Table 9-4 lists laser-printer problems and solutions that only bench techs should perform. Table 9-4

Serious Laser-Printer Problems

Symptom

Cause

Solution

Ink smudges off of the paper. In The fixing film over the fuser is reality, the toner failed to fuse broken or ripped. to the paper.

Replace the fuser sleeve (which contains the fixing film).

Vertical lines on the paper.

Worn-out wiper blade is not removing all the remaining toner (like tired windshield wipers leave streaks).

Replace the wiper blade (and the windshield wipers).

Horizontal lines or repetitive “tick” marks.

The electrophotostatic (EP) drum is damaged or dirty.

Attempt to clean, but plan on replacing the EP drum (watch out for heat).

Serious Solutions: Inkjet Printers For the end user and field and remote techs, the inkjet printer is a field replaceable unit (FRU). For you, it is a charity case challenge. Be mindful of the price of replacement versus your price per hour. Some inkjets cost less than $30. Table 9-5 lists inkjet printer problems and solutions.

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Table 9-5

Serious Inkjet Printer Problems

Symptom

Cause

Solution

Ink carriage will not come out of hiding.

The carriage parks itself off to one side. Any of the following could be the problem if it will not move: ■ Jammed paper assembly ■ Broken or loose drive belt ■ Unplugged or broken ribbon cable

Remove jammed paper. Tighten/ replace drive belt. Replace ribbon cable (doing so might require replacing the carriage).

Fuzzy or auras surround objects. The print heads are not aligned.

Run print head alignment diagnostic on printer.

Blotches, spatters, missing or weird color.

Clean the ink head. Run self-cleaning diagnostic. Replace ink cartridges if necessary. Run color calibration.

Ink heads are dirty or leaking.

Serious Solutions: Paper Problems Table 9-6 lists paper problems that haunt all printers and their solutions. Table 9-6

Serious Printer Paper Problems

Symptom

Cause

Solution

Multiple sheets of paper are Paper separator failed to grab the drawn from the paper tray simul- remaining sheets and only let the taneously (major paper jam). one get picked up by the tire.

Recondition or replace separation pad.

No sheets are drawn from the paper tray.

Use new paper. (Try different brands; some printers seem to be brand-picky.) Recondition or replace the tire.

Paper could have static, or the environment could be humid. The spring that pushes the paper up could be tired. The tire could be old and not grippy.

Toner Cartridges The first rule of toner cartridges is to shake the cartridge before removing it from its packing slip. This step is usually displayed in some sort of graphic in the instructions or on the cartridge itself. Shaking the cartridge evenly distributes the toner inside and prevents uneven printing. Most toner cartridges can be sent back to the manufacturer for refurbishing and refilling. Purchasing these used cartridges is a way to save money. The number one rule about cleaning up toner is do not spill it in the first place. It is affected by static electricity. It is powder—the consistency of baking soda. Do not mop it up. Do not sweep it unless it is on a nonporous surface like a linoleum floor. Do use a vacuum cleaner with a HEPA filter. Do test the vacuum on regular dust before vacuuming up the toner. Imagine a magenta dust cloud settling on everything in your client’s office. Imagine your client’s facial expression as he wipes clean the violent pink dust off his glasses.

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Cleaning Printers Printers get dirty. They need to be cleaned. It is a dirty job, and you are the person to do it. This section describes procedures for cleaning printers. Pay careful attention to this; you might see it on the exam.

Cleaning Inkjet Printers When cleaning inkjet printers, follow these steps: 1. Turn off the power and unplug the printer. 2. Use compressed air or a vacuum to remove the dust. 3. Spray >70% isopropyl rubbing alcohol on a soft, lint-free cloth, and wipe the guide rails and ink wells. 4. Lubricate the guide rails with silicon spray or lightweight oil. Note: Always use lubricants sparingly in a printer. Too much gets on the paper, which gets on the paper pickup tire, which then slips, which causes jams, and so on. 5. Lubricate all gears the same way, sparingly. 6. Use another alcohol-dampened soft, lint-free cloth to clean the platen. Turn the platen to clean all the parts. 7. Remove and clean the print heads on the cartridges with a cotton swab and >70% isopropyl rubbing alcohol.

Cleaning Laser Printers When cleaning laser printers, follow these steps: 1. Turn off and unplug the printer. 2. After letting the printer cool down, use a vacuum to remove the dust. 3. Use compressed air to blow out dust from around the EP drum and corona wire. 4. Use a cotton swab and >70% isopropyl rubbing alcohol to clean the corona wire extra well. 5. Remove and gently shake the toner cartridge and replace if necessary.

Cleaning Dot-Matrix Printers When cleaning dot-matrix printers, follow these steps: 1. Turn off and unplug the printer. 2. Slide the print head to the middle of the platen and remove the head. 3. Clean the pins with a cotton swab (no rubbing alcohol). 4. Check the tension of the printer carriage belt (and usually, tighten it).

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NOTE: Your clients are almost always ready to save money if not the good Earth. Reusing paper as scrap is an easy cost-saving method. Just make sure the printed stuff on the other side is not sensitive or libelous. From a troubleshooting perspective, know that some printers do not like to use leftover paper. Double-sided printers are expensive initially but greatly reduce paper consumption. The easiest option is to develop a “think before you print” awareness among your customers and employees. Printers can be set to use a draft or “econo-mode” configuration as the default print setting to save toner. You can change the setting to “best” when you need a professional-looking document.

Homework Everyone needs a good workhorse laser printer. Go find a good deal on a 1,200-dpi duplex network monochrome printer. Even if it is not for you, your customers will likely need something like that.

Funwork Shop around, read reviews, and go find your dream laptop. Does your dream laptop use a distributed, cloud-computing, integrated worldwide wireless Internet service provider (ISP) connection? Or do you like the more secure feeling of knowing that your documents live on your laptop? Is your laptop a glorified PDA, just a way to work while away from your killer PC at home? Is it light? Is it tough? Does it have a big, heavy battery that lasts a week? Is it a sexy, paper-thin iPad or a 42-inch Alienware that lets you slay dragons in 4D? Is it covered with peace stickers or is it sleek and sophisticated? Portable computing is an exciting and rapidly changing frontier. This truly is where the computer world is going. Familiarize yourself and learn the trends.



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Day 8 Operating System Commands and Directory Structures A+ 220-702 Objectives Objective 2.1: Select the appropriate commands and options to troubleshoot and resolve problems Objective 2.2: Differentiate between Windows Operating System directory structures (Windows 2000, XP, Vista, and Windows 7) NOTE: Unless otherwise noted, operating systems referred to here include Microsoft Windows 2000, Windows XP Professional, XP Home, XP MediaCenter, Windows Vista Home, Home Premium, Business and Ultimate, Windows 7 Starter, Home Premium, Professional, and Ultimate.

Key Points Today you review the command-line switches, the Registry, shared folders, languages, and accessibility options.

Command-Line Switches The 220-702 exam is notorious for asking about the command-line switches. The next few tables are commands and the switches you should know. Also know that in Windows Vista and Windows 7 you either need to be logged in as an administrator or you need to run the command prompt (CMD) as an administrator to give you access to all these commands. Right-click the Command Prompt applet and select Run as Administrator. NOTE: If you attempt to run these commands in Vista and Windows 7 via the CLI but not as an administrator, you might receive an error message.

dir The dir command shows the contents of the directory. Table 8-1 lists the dir switches.

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Table 8-1

dir Switches

Switch

Explanation

/O

Sort files by order.

/OE

Order by extension.

/ON

Order by name (alphabetically). (This is the same as /O.)

/OG

Order by group (directories first).

/OD

Order by date (most recent at the end).

/OS

Order by size.

/P

Display the output page by page (nice feature when working with very long directories).

/W

Display the output wide, across the screen.

/A

Display the files and their attributes.

/S

Show all the files in the specified directory and all subdirectories. Note: This could take a while. Ctrl+C breaks it so that you can do something else besides watch thousands of files scroll past.

xcopy The xcopy syntax is a little trickier because you need to specify the source and destination and then any switches: xcopy [source] [destination] [switch]

By default, xcopy removes any read-only attributes unless you use the /K switch. Table 8-2 lists the xcopy switches. Table 8-2

xcopy Switches

Switch

Explanation

/H

Copy hidden, system, and regular files.

/K

Copy all the file attributes.

/O

Copy the ownership and access control list (ACL) information with the files. This requires New Technology File System (NTFS).

/E

Copy everything, including subdirectories, and empty directories.

/E

Copy everything, including subdirectories, except empty directories.

/F

Show full source and destination filenames during the copy.

/A

Make quick backup by copying only files with archive set in attrib. Does not reset or interfere with the regular backup schedules.

/G

Copy encrypted files to destinations that don’t support encryption, like CD, jump drives, and the like. Note: This is used for data recovery (or hacking) when the key is lost. But bring a lunch if you are going to wait for the data to be unencrypted.

/R

Overwrite any read-only files in the destination directory.

/U

Copy and overwrite only files that already exist in the destination.

/V

Verify the size of each new file.

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attrib Unfortunately, you need to memorize more than the RASH mnemonic. We already know the R means read-only, A includes an archive bit used during backups, S identifies a system file and so we leave it alone, and H is to hide a file from end users so that they leave it alone. For the A+ exam, you need to know how to use attrib to modify file attributes. The graphical user interface (GUI) doesn’t provide all the attributes. Knowing the command-line interface (CLI) gives you more control. Table 8-3 shows the attrib switches. Table 8-3

attrib Switches

Switch

Explanation

+

“Add” or set the attribute.

-

“Subtract” or clear the attribute.

/S

Processes matching files in the specified directory and all subdirectories.

/D

Although the help information on the CLI in Windows XP, Windows Vista, and Windows 7 says that the /D switch works the same way as the /S switch, running the attrib command with this switch produces an “invalid switch” error, even when running on Windows 7 as an administrator. The /D switch works only in Windows 2000.

format Manual CLI formats from the command line are rare today. Nonetheless, you need to be familiar with format switches in Table 8-4 for the A+ exam. Table 8-4

format Switches

Switch

Explanation

/FS

Followed by fat32 or ntfs, manually chooses which file system to use

/V

Followed by what you want to name the volume (drive)

/Q

Uses a quick format

ipconfig The ipconfig command shows the network information of the PC. Note that the command is ifconfig in Linux and Mac OS X. Table 8-5 shows the ipconfig switches. Table 8-5

ipconfig Switches

Switch

Explanation

/all

Show MAC address, IPv6 address, hostname, and other detailed information and the basic IP address.

/release

Release the IP address back to the Dynamic Host Configuration Protocol (DHCP) server for use somewhere else. This command assumes that the PC runs on a network and is assigned an IP address dynamically via a DHCP server. continues

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Table 8-5

ipconfig Switches

continued

Switch

Explanation

/renew

Ask the DHCP server for a new IP address.

/flushdns Clear the Domain Name System (DNS) server cache. When “friendly” names like

http://www.cisco.com get mapped to some other IP address, it might be time to issue this command.

NOTE: You can also right-click the Network item in the System Tray and select Repair in Windows XP to automatically perform functions such as /release, /renew, and /flushdns. When you right-click the same System Tray item in Windows Vista and Windows 7, you can select Troubleshoot problems and Open Network and Sharing Center. NOTE: For Windows Vista and Windows 7, the correct switch is /dnsflush and it must be run as an administrator. Using the /flushdns switch will not work.

ping The ping command requires a hyphen before its switches and prefers lowercase letters. Table 8-6 shows ping switches. Table 8-6

ping Switches

Switch

Explanation

-T

Keep pinging until told not to with a Ctrl+C

-W

Change the wait time (in milliseconds) for each reply

Registry The Registry is bound to be on your A+ exam. Like the DNA of the PC, every little detail is answered somewhere in the five hives of the Registry. Each hive supports different things. Table 87 lists what each hive contains. These files and all other significant Windows system files are stored in the System32 folder. The Control Panel is where we usually make changes to the Registry. For finer control of individual keys, we use REGEDIT.EXE. Be careful when using REGEDIT.EXE. It is like toying with your own genes. One misstep and bad things happen, like losing the ability to understand what a file is, not remembering the name of the CPU, or other critical errors necessitating the need for a complete OS reinstall. NOTE: In Windows XP, Windows Vista, and Windows 7, REGEDIT.EXE is the full Registry editor, and REGEDT32.EXE is a small loader stub for REGEDIT. In Windows 2000, REGEDIT.EXE is used mainly for its ability to search, whereas REGEDT32 is used for actual editing.

If you are concerned that you might mess up the Registry during editing (and you should be), you can always make a backup of it.

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In Windows Vista and Windows 7, enter regedit in the Search box to open the editor. Navigate to the key or subkey you want to back up (the one you’ll be editing), click File, and then click Export. Save the file to the desired location on the computer, removable drive, or on the network, and then click Save. The restore process works almost the same way. Open the Registry editor again, click File, click Import, and then navigate to the location of the backup file. Click Open and import the file. Creating a restore point in Windows XP and later versions is also a quick and easy way to back up the Registry. If something goes wrong, just restore the PC using the restore point you created before editing the Registry. Table 8-7

Registry Hives

Registry Hive

What It Contains

HKEY_CLASSES_ROOT

File-extension mapping

HKEY_CURRENT_CONFIG

All devices in current use

HKEY_CURRENT_USER

User environment

HKEY_LOCAL_MACHINE

All devices regardless of current usage

HKEY_USERS

Settings that affect all users

System Folders and Users The arrangement of folders in XP is organized around a multiuser environment. In that environment, users are organized into standard or restricted users. This allows users access to only their files and folders. In 9x, everyone has access to all folders and system files. In addition, 9x uses FAT32, which is hardly a secure file system. In the NT/2000/XP/Vista/Windows 7 environment, administrators can access everything. NT and XP have hybrid users (for example, power users, who have some admin privileges, and guests, who essentially have none). For security reasons, guests are disabled by default. Windows Vista and Windows 7 take it a step further and recommend that all users be standard, and the administrator account be disabled by default. This has been met with some grumbling from techs, all of whom need to enable the account to do anything. However, once you enable the admin account, the User Access Control (UAC) haunts your every move. In Windows Vista and Windows 7, the Users folder is located at C:\Users and is organized into the restricted user files and a public file. The Users/Public folder contains directories that can be shared without breaching the security of private user folders. There are directories for documents, downloads, music, pictures, recorded TV, and videos.

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Remember that in Windows Vista and Windows 7, folders such as My Documents and My Music have been replaced with libraries. Library directories seem as if they contain all their content locally, but they can be configured to include files and folders located anywhere on the computer.

Shared Folders and Naming Conventions Sharing is enabled in the Network Settings in the Control Panel. Right-click the network connection, and select Properties > Install > Service > Add. Right-click Services, and then click Add. In XP, Vista, and Windows 7 sharing is enabled by default.

Mapping a Network Drive A mapped drive is a convenient way to use a network drive. Right-click Computer or My Computer and choose Properties, then choose Tools > Map a Network Drive. Enter the location either by IP address or by the universal naming convention (UNC). The UNC is a way of using friendly names for network locations. Two backslashes (\\) precede the hostname of the PC. Then use single backslashes for specific shared folders or resources such as printers (for example, \\PC_hostname\specific_folder). Every time the OS loads, it reconnects to that drive, and it shows up as another drive in Computer or My Computer. (Reconnect at Logon must be checked for this to work correctly.) This gives applications easy access to load and save work to that network drive. On the other side of that connection, make sure the user has the correct permissions to access that drive. It isn’t uncommon to have a read-only mapped drive for reference material and another drive with full permission to save work. Further, in some security-conscious environments, it might be wise to prevent saving any work locally, even on jump drives. This also greatly simplifies backups when everyone’s work is on one server. Of course, it also means there is a single point of failure. Frequently, you will see a path that says %SYSTEM ROOT% at the beginning. Because the system files are stored in slightly different places, a general term called system root or just root in the Linux world is shorthand for “wherever you keep your OS files.” Usually, for us, it is a primary active partition in the HDD named C: in a folder called Windows or WINNT, and more specifically, Windows\SYSTEM32 or WINNT\SYSTEM32. In the computer world, you will come across some very different system roots, including network drives, live CDs, and embedded systems, where the OS kernel files are stored in unusual locations.

Accessibility Options The Control Panel also has an Accessibility Options applet that enables you to customize the OS to better accommodate people with special needs. This is a great place to use your people skills. For example, for those who have a difficult time pressing two keys simultaneously (such as Ctrl+C), set the StickyKeys function. For people with no sight, consider Narrator. For Windows XP, open Narrator by going to Start > All Programs > Accessories > Narrator. For Windows Vista and Windows 7, click Start and type Narrator in the Search box. Couple that with speech recognition and you’ve created a powerful combination. For people with limited sight, check out high contrast in the Display Properties, large fonts in browsers, and Magnifier. Another option is an onscreen keyboard. It is slow and tedious, but slow is much faster than not accessible.

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Homework Fun with switches: Google “free bandwidth test” and take a benchmark measurement. Make the traditional ping bomb. Use your switches to create a ping that mimics a denial-of-service (DoS) attack on your own PC. Use the loopback 127.0.0.1 as the destination. Alter the number and duration until your computer is constantly answering itself to the point that the bandwidth is significantly reduced. Consider what would happen if the target were attacked by multiple PCs. That’s the premise of a distributed DoS (DDoS) attack.

Funwork Visit My Home 2.0 at http://www.2pointhome.com. It is a home makeover show, but it is all about listening to customers’ needs and finding exactly the right equipment and software to fit those needs.



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Day 7 System Utilities A+ 220-702 Exam Objective Objective 2.3: Given a scenario, select and use system utilities / tools and evaluate the results

Key Points Utilities are like a built-in toolbox. Essentially, they’re a friendly interface for editing pieces of the Registry. Most are located in the Control Panel. Searching for specific utilities in different versions of Windows is an inside joke among techies and has led many to just enter the utility filename in the command-line interface (CLI).

Administrative Tools The power tools of the Microsoft world are found in the Administrative Tools icon in the Windows 2000, Windows XP, Windows Vista, and Windows 7 Control Panels. Windows 98 has these tools scattered around the Control Panel. The following is a list of commonly used power tools: ■

The Services MMC (Microsoft Management Console), or just Services, displays all the services currently installed on your PC. Right-click a service to stop, start, pause, or resume. To enable or disable the service, right-click the service and select Properties. On the General tab, you can also choose whether the service starts automatically or manually.

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The Computer Management MMC (or just Computer Management) enables the administrator to create, format, defrag, and delete hard disk drive (HDD) partitions and removable storage media.

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The Event Viewer lists all the errors that have been generated. This is a good place to find trouble spots.

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The Performance Monitor measures CPU performance, RAM usage, HDD usage, and many other things. If you’re going to enhance the performance of a PC by adding or replacing something, use this tool to take a before and after picture. Customers love that sort of thing.

Disk Management Tools Sometimes, the molecules get tired and are reluctant to hold a polarity on a hard drive platter. These areas are known as bad clusters. The HDD will compensate for this and write around those areas. Besides adding to fragmentation, this slows down the access time and is serious enough to reduce the capacity and reliability of the HDD. A program called ScanDisk or CHKDSK will find these sectors and attempt to “exorcise” them. Often, writing back and forth 0s and 1s will make that sector more flexible and able to again store data.

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Defrag For the versions of Windows covered on the exam, you can find this tool by right-clicking the C:\ drive, clicking Properties, clicking the Tools tab, and then clicking Defragment Now. The tool moves all noncontiguous fragments of files back together, preserving some space and improving read performance.

NTBACKUP This is an older Windows backup utility first introduced in Windows NT (which is not on the exam) and used in Windows 2000 and Windows XP. For Windows Vista and Windows 7, NTBACKUP was replaced by the Windows Backup and Restore Center, which uses the Virtual Hard Disk (or VHD) file format, letting you perform backups to DVDs and other more modern media. To open NTBACKUP on Windows XP, for example, open a command prompt and enter ntbackup. This opens the Welcome to the Backup and Restore Wizard, which enables you to select what portions of your directory structure to back up and then a backup location. You can back up documents and settings, the entire content of your computer, or select the specific items you want backed up. If you clear the Always Start in Wizard Mode check box on the first page of the wizard, you can operate NTBACKUP exclusively on the command line, using the appropriate commands and command switches.

Check Disk CHKDSK is an older Windows utility that checks and fixes (hopefully) logical file system errors on computer hard disks and floppy disks (although floppies are all but gone from the computing landscape). On all relevant versions of Windows, including Windows 7, to use CHKDSK, rightclick the desired drive, such as C:\, click Properties, click the Tools tab, and then under Errorchecking, click Check Now. You can choose to allow the tool to automatically fix file system errors and to scan for bad sectors, but you will be prompted to reboot the computer before the tool can perform its scan. When the computer restarts, the scan starts (it takes some time), and if any errors are found (depending on the options you selected), CHKDSK attempts to repair them. If all is well, when the tool completes running, the computer finishes loading the Windows desktop and you can proceed as normal.

Permissions By now, most programs automatically install with the permissions and shortcuts ready to go. In some situations, however, you might want to select which user has access to which programs. For a user with restricted permissions to use a program, you must place a shortcut in the user’s Start menu or desktop. For everyone to have access, even users not yet created, you must place the shortcut in the All Users Start menu or desktop. If the user needs access to the entire folder or the program is not multiuser friendly, you need to go to that folder and manually assign the user to have Full Control, List the Contents, Read and Execute, and Read or Write permissions. This can get very tricky and tedious. A solution to this is

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share-level control. It allows a password to protect areas of the HDD to avoid the hassle of tracking down shortcuts and individual permissions (as is the case in user-level control). To make it even more complicated, each file can be assigned its own set of permissions for each user. They are the same permissions as folders, but instead of choosing to list the contents, you can grant Full Control. Full Control allows the user to take ownership, which is important if you’re going to open the file from a different user.

Remote Desktop Connection and Remote Assistance Remote Desktop Connection and Remote Assistance are helpful utilities that allow you to be somewhere else and connect to a computer to configure it. They prove especially useful when the PC is in another city or country. Of course, these utilities are also a hacker’s dream. You can find these services in the Accessories part of the Start menu. The target computer needs to be set to allow remote control. (Note that XP Home edition can serve only as a destination of a remote connection. It does not have the ability to establish this connection without using third-party software.) In Windows XP, right-click My Computer, choose Properties, and then click the Remote tab. In Windows Vista and Windows 7, right-click Computer, click Properties, and in the left pane of the System box, click Remote Settings. From there, you can allow or disallow Remote Assistance and Remote Desktop Connection. The only difference between these technologies is that Remote Assistance asks the person seated at the target PC to accept the connection. Remote Assistance should not be confused with Remote Access. Remote Access assumes that no one is sitting at the target PC and is used for long-distance maintenance. If you haven’t experimented with these utilities yet, do so. It will change your perspectives on networking, operating systems, security, and airfares.

Language Packs and Regional Settings Installing a new language on a PC is tricky. The best way to add languages is during the installation. If you’re running Vista Home, you’re out of luck. Look for third-party vendors or upgrade to Ultimate or Enterprise for language packs. Microsoft did not score many foreign relations points on this one. Nonetheless, Ultimate, or Enterprise edition, and any XP edition have a Control Panel applet called Keyboard and Languages. There you will need to enable right-to-left or Asian language support if you’re installing such a language. The actual installation will likely require the OS CD/DVD. Although by default Windows computers are configured to be used in the United States, Windows computers are, in fact, used all over the world. In Control Panel for Windows XP, you can use Regional and Language Options to set the computer to be used in different countries, which modifies how the computer manages information such as time, money values, and numbers. In Windows Vista and Windows XP, the Region and Language applet in the Control Panel serves the same function. You can also access custom and advanced options to make specific adjustments within a specific region and language. You can add language packs on Windows 7 Ultimate and Enterprise using Windows Update. For detailed instructions, go to http://support.microsoft.com/kb/972813 or Google “How to add language packs to Windows 7.”

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Disk Management and Utilities To access disk management utilities on a Windows computer, go to Control Panel > Administrator Tools > Computer Management. This opens an MMC, which is a customizable interface where administrators can manage multiple PC capabilities. Disk Management is one MMC. Other examples include Event Viewer and Performance Monitor. To launch System File Checker from the CLI, use the command sfc /scannow.

System Monitor You can start the System Monitor in Windows by entering perfmon in the Run box for Windows 2000 or Windows XP or the Search box for Windows Vista and Windows 7. Despite the name, this actually opens Performance Monitor, which is a tool you can use to gather performance data for your PC and display it either in real-time counters or in a log file. This tool lets you add various counters (such as LogicalDisk, Memory, and Processor) and then see a display of how these aspects of your computer are operating. This is a powerful diagnostic tool that enables you to analyze how the operating system uses hardware and system resources. NOTE: System Monitor takes a bit of getting used to since it is such a complex tool. For more detailed information, go to http://technet.microsoft.com/en-us/library/cc749249.aspx. Remember, TechNet is your friend when you need to know something about Windows.

Task Manager You’re probably more familiar with Task Manager in Windows. Even the most inexperienced customer knows how to use Task Manager to kill a stubborn application. For all relevant versions of Windows, right-click a blank area of the System Tray, and then click Task Manager (Windows 2000 and Windows XP) or Start Task Manager (Windows Vista and Windows 7). For Windows XP, you’re presented with five tabs: ■

Applications

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Processes

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Performance

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Networking

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Windows Vista and Windows 7 have an additional tab called Services. The Application tab shows you the running apps on the computer and lets you end any of those applications. Processes and Services shows a list of all those items, including their names and, in the case of processes, how much of the CPU and memory each one is using. Both tabs enable you to stop a stubborn or unwanted process or service. Performance displays a graph of CPU and memory usage and other data, and Networking shows network activity graphically. Users lists the names of users actively logged in to the system, which often is just you.

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Device Manager Device Manager is a critical tool. It lists of all the devices in the PC, their associated drivers, and what resources they use. You mainly use it to manage drivers. When a problem occurs, a yellow exclamation point (!) and question mark (?)indicate a missing or misunderstood driver. Rightclicking the device gives you the option to remove or reinstall the driver. Removing the driver prompts you upon reboot that a driver is missing for that device. Either will result in you ultimately reinstalling the driver or removing the hardware. You have two other options: disable the device in the Device Manager, or if it is an integrated device it can be disabled in the BIOS. Watch for questions about the Device Manager on the A+ exam.

System Information In either the Windows Run or Search box, depending on which version of the OS you’re using, type msinfo32 and then press Enter, this opens the System Information dialog box. This displays a wide variety of data about your computer, organized as Hardware Resources, Components, and Software Environment. There can be additional categories, such as Internet Settings and Office Application. Each category is expandable, letting you “drill down” into the information it contains. Just click the item in the left pane and all the information about the item displays in the main pane on the right. For example, if you click System Drivers under Software Environment, you list all the drivers on the computer, including their start or stop states, driver types, and error control information. Clicking CD-ROM under Components lets you see all of the information about this device.

System Restore System Restore was introduced in Windows XP and exists in Windows Vista and Windows 7. For Vista and Windows 7, just enter system restore in the Search box to open it. In Windows XP, go to All Programs > Accessories > System Tools and click System Restore. Restore points are created automatically every time a significant change occurs to the computer, such as a new application being installed. You can also manually create a restore point in System Restore by using the wizard process. It is a good idea to do this before you make any major changes to your computer. If something goes wrong, you can restore the PC to the state it was in prior to the changes.

Task Scheduler In Windows Vista and Windows 7, you can open the Task Scheduler by going to All Programs > Accessories > System Tools and clicking Task Scheduler. In Windows XP, click Scheduled Tasks in the Control Panel. As you might imagine, this tool lets you schedule various tasks to run on the computer automatically. The Windows XP and Windows 7 versions, for example, look and act a bit differently, but they more or less do the same thing. Essentially, you select an available

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service that you want to run and then set up a schedule (including frequency) for when the service will run, including at login. You go through a wizard-driven set of steps to create a basic task, select the application, and establish how often the task runs. After you’ve scheduled a task, sit back and relax. You can also go back into the scheduler, change the configuration settings, or delete the task.

Homework Make a flowchart for troubleshooting an OS that won’t boot. This is going to be a big chart and should assume there are no physical layer (hardware) problems. What errors could be displayed? What do they tell you? If you don’t have a set of A+ exam flash cards yet, it is time to get some. Ask your friends, search online (make sure the cards test 2009 objectives), or ask current or former computer teachers. Pearson Education offers a truly great flash card product called CompTIA A+ Cert Flash Cards Online, available at InformIT (http://www.informit.com/).

Funwork Visit labrats.tv and enjoy the shows. If you haven’t played with virtual machines, it is time. This is what the pros do, so you should at least be familiar with them.



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Day 6 Troubleshooting Common Operating System Issues A+ 220-702 Exam Objective Objective 2.4: Evaluate and resolve common issues

Key Points Troubleshooting operating systems is a challenge. Often, a backup and reinstall is quicker, but that takes all the fun out of it. Today you learn about permissions, administrative tools, and remote connections.

Operational Problems Windows can have problems, hiccups, and issues, and like it or not, it is your job to figure them out and solve them. Let’s take a brief look at some of the most common issues you’ll encounter as a PC technician so that you’ll have them fresh in mind for the exam.

Windows Printing Problems There are two common Windows printing errors you might encounter: ■

Spooler errors

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A print spooler is a service that runs on Windows and loads files into memory for printing. If the service isn’t working, you can’t load your print jobs into memory, and nothing prints. The service might be stopped for some reason, so you need to check this. For all versions of Windows, including Windows XP, Windows Vista, and Windows 7, go to Control Panel > Administrative Tools, and open the Services applet. Locate the Print Spooler service in the list and click it. Even if it is started, you can stop and restart the service, and then try to print again. If that doesn’t work, make sure the printer or USB cable from the computer to the printer is properly attached. You might also have to update the printer drivers. Printer drivers are the other notorious Windows printer problem. The obvious symptom is when the printer starts putting out garbage instead of your actual print job. You can either use Windows to search for and download new drivers or go to the printer manufacturer’s website and download the latest drivers.

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On Windows Vista and Windows 7, in Devices and Printers, right-click the printer and click Printer Properties (don’t click Properties). On the General tab, click Change Properties, and in the dialog box that appears, click the Advanced tab. Then click the New Driver button. This is even simpler in Windows XP. Just right-click the printer, click Properties, click the Advanced tab, and then click the New Driver button.

Auto-Restart Errors The most common cause of a computer spontaneously rebooting is a dying power supply. In this case, you might have a computer that automatically restarts every time it encounters a serious error. This can be a problem if you are trying to read error messages and they don’t last long enough because the machine restarts. In Windows 7, on the desktop or Start menu, right-click My Computer, click Properties, and then click the Advanced tab. Click Settings under Startup and Recovery, and in the subsequent dialog box, remove the selection from the Automatically restart check box. For Windows Vista and Windows XP, it is almost the same thing. Right-click Computer, click Properties, and then in the left pane of the System dialog box, click Advanced system settings. On the System Properties dialog box on the Advanced tab, under Startup and Recovery, click Settings, and then remove the selection from the Automatically restart check box.

Bluescreen Errors Technically, Windows Vista and Windows 7 don’t “blue screen” anymore. When those operating systems encounter a serious error, you receive a message saying that “Windows has been shut down to prevent damage to your computer.” On Windows XP, the error codes are displayed in the actual “blue screen,” so you should make note of them and then use a working computer to research the problem and the possible solution. Possible solutions include starting the computer in Safe mode and attempting to fix the problem; using the Startup Repair utility (Windows Vista and Windows 7) to fix the startup file; using System Restore; using a system image backup to restore the computer, if available; and, worst-case scenario, completely reinstalling Windows. One particularly annoying bluescreen problem is caused by a fault in the motherboard, and there is no other option (assuming the computer is still under warranty) but to send the PC back to the manufacturer and have the motherboard replaced. If not under warranty, you must do this job yourself.

System Lockups System lockups are most often caused by bad drivers. If you installed a driver recently and then encounter this symptom, try rolling the driver back to the previous version or using System Restore to return the computer to the state it was in prior to installing the drivers. If you installed a brand new device rather than just updating the drivers for a current device, uninstall the new device. Other causes include bad sectors on the hard drive and serious software or hardware problems (also known as bluescreen errors).

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Device Driver Problems As you’ve just read, device drivers can cause a number of problems in Windows. If you suspect that a device and its drivers are causing a Windows problem, uninstall the device and the drivers and physically remove the device. Then reboot Windows and see how it performs. You can also boot into Safe mode, which loads minimal drivers and see whether the problem goes away. This option is used when you can’t boot into the Windows desktop normally to perform an uninstall of the device. Another good option is booting into the last known good Configuration.

Last Known Good Configuration This might be a good time to mention the “last known good” feature. One of the truly great inventions with Windows XP is the last known good configuration. There was a time when we booted to Safe mode by pressing F5 during the splash screen. This was a driver-light version of Windows that allowed the administrator to adjust the display properties back down to a reasonable resolution or to remove a troublesome driver. Now when something in the OS causes the system not to boot properly, XP asks whether you want to boot normally or enter the last known good configuration. You can initiate this during any system boot by pressing F8. This process is identical in Windows Vista and Windows 7.

Application Issues You might encounter a problem when installing, loading, or starting an application in Windows. The causes of these problems are many, but the most common solution is to uninstall and then reinstall the application using Add/Remove Programs (Windows XP) or Programs and Features (Windows Vista and Windows 7) in the Control Panel. Every so often, if you’re installing a group of different applications, one after the other, the previous installation might not have finished (even though it said it did in the graphical user interface [GUI]), so you might have to cancel the current hung installation and uninstall the application you installed before this one to fix the problem.

Service Fails to Start If a service isn’t running in Windows, you can go into Services and start it manually. If it repeatedly fails to start when expected, however, the service might be misconfigured. Go into Administrative Tools and Services, select the service from the list, and verify the Startup Type is Automatic. If it isn’t (and it should be), double-click the service, and on the General tab of the Properties box for the service, set the Startup Type to Automatic.

Error Messages and Conditions Error messages and other nastygrams give you information about what is wrong with the computer and (hopefully) enough information to lead to a solution. You’ll encounter a wide variety of errors in your PC technician career. Here are some of the highlights.

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Boot Errors You want to start a computer, but something goes horribly wrong. Here’s what you might encounter.

No Operating System Found or Missing NTLDR This seems like a bad thing. It is not difficult to troubleshoot. Either the BIOS is set to boot to media that does not contain an OS or the OS is having a bad day. Check the BIOS, first: ■

Is it set to look for an OS in a location such as a hard disk drive (HDD), optical drive, flash drive, or network boot?

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Do you have a media source mounted and set in the BIOS that does not contain a master boot record (MPR) or boot sector (also known as OS kernel) that is set to load before the desired OS is set to boot?

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If you really do have a bad MBR, use least-invasive measures first: last known good configuration.

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If necessary, fixmbr might provide a solution. Ask user permission first and warn of probable full system restore.

If none of these is an option, it might be time for a new HDD, and definitely time for a reinstallation of the OS. User data? Yeah, ouch! You can do a lot to get data off of a dead drive. It is not within the scope of the A+ exam, but Goggle and YouTube searches are totally worth your while in this case. The term is called computer forensics. Definitely educate your customers about offsite backup services. This book was saved because of Carbonite. If data recovery is attractive to you, use the same queries and add “Department of Justice.” Entire careers are invested in this flavor of IT. Very cool stuff.

Not Enough HDD Space Although most new computers have adequate disk space because hard drive sizes have increased dramatically, one troubling message can involve low memory or disk space. Savvy users will check My Computer and see they have several gigs left, and that should be more than enough. What this error is really saying is this: “There is not enough room for the HDD data and the virtual RAM. Something has to give.” The best thing to do is run Disk Cleanup. This eliminates the temporary and useless things on the HDD. This buys you time to back up and remove pictures, music, and other big-ticket items. It is time to recommend the user add, upgrade, or otherwise increase the storage. Chat with users and learn their PC needs. Maybe a user plays a lot of games. Many games sit unused and can be uninstalled, freeing up lots of room. Maybe they can’t help but download every MP3 that exists. Teach them how to store MP3 files on an external drive or CD. There are many options, and customer service is important for the A+ exam and in the working world.

Invalid Boot Disk In the “old days,” the most common cause of this error was that someone had left a floppy disk in the floppy disk drive (FDD). When booting, the computer was set in BIOS to look to the FDD first for a boot sector, and the data on the floppy disk confused the heck out of the computer. The fix was simple: Remove the floppy.

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Today, most computers don’t even have an FDD, but they do have CD or DVD drives. If the computer is looking at your optical drive for a boot sector first, make sure there is no disc in the optical drive. Then, go into the BIOS and change the first place the computer is supposed to look for a boot sector to the C:\ drive. Also, the boot sector might be corrupt or damaged, in which case you must reinstall the proper files. Also, consider that the connection between the HDD and the motherboard may have become loose.

Startup Errors The most common types of these errors are either a device failed to start upon startup or a program couldn’t be found in the Registry.

Service Failed to Start You learned about this earlier in this chapter, so refer to that content for more information.

Program Not Found in the Registry One error message that indicates a startup error is when a program for an installed device isn’t found in the Registry. This usually indicates that the program became corrupted or malware has rewritten the Registry key for the device. If you have a backup of the Registry from a known good state, you can restore it and all is good. If not, try System Restore or last known good configuration options. If you’re really feeling brave and you know what you’re doing, you can try to edit the Registry. You might even try uninstalling and then reinstalling the device to see whether that clears the issue.

Event Viewer When things go wrong, there is always a record of it. Learning where to find these logs and understanding what they mean separates tech newbies from alpha geeks. The Event Viewer in Administrator Tools explains what happened, the date and time it occurred, the severity, the source, and who was logged in at the time.

System Performance and Optimization Windows might be good, but you can make it better. You can modify various configuration settings in any number of ways to improve performance on a computer or restore good performance if the computer has slowed down over time. Here are a few things you should know.

Aero Settings Aero was introduced with Windows Vista and is present in Windows 7, and allows a “premium visual experience” for the Windows user. That translates into “cool eye candy.” You can change the Aero themes on your computer by opening the Personalization applet in Control Panel and selecting a theme. You can also enable transparency in this location and various other effects.

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Aero may occasionally stop working if you have older programs on the PC that don’t work and play well with Aero. You can usually tell which program is the problem because Aero works fine until you launch it, and then Aero stops. Check with the misbehaving program’s manufacturer to see whether there is a more current version.

Index Settings Windows uses an index to allow for faster searches on the computer. For Windows XP, Windows Vista, and Windows 7, in Control Panel open the Indexing Options applet to adjust the Indexing settings. You can add a file type using the Advanced button, rebuild the index (you should almost never have to do this), index encrypted files, and perform other index tasks. That said, the index requires almost no maintenance, so you shouldn’t have to go into it very often.

UAC The Windows UAC, or User Account Control, allows the computer to prevent unauthorized changes to the computer. If you are a Windows Vista or Windows 7 user, you’ve probably noticed that whenever you attempt to install or update a program, such as Adobe Reader, a dialog pops up asking if you want to allow this action with elevated privileges. This is a security feature, and if you recognize the program and feel it is safe, just click Allow. If you need to make configuration changes to the UAC, go into Control Panel and open the User Accounts applet. In User Accounts, click Change User Account Control settings. In the subsequent dialog box, use the slider bar to change the UAC settings. If you are an administrator and there are other accounts on the computer, you can make these changes for other accounts, as well. In the User Accounts box, click Manage another account, select the desired account, and follow the directions you just read.

Sidebar Settings Windows Sidebar applies only to Windows Vista. For Windows 7, it was renamed Windows Gadgets, but Gadgets isn’t available by default. For Windows Vista, you can set up the Sidebar by going into All Programs > Accessories and clicking Windows Sidebar. To adjust a sidebar item on the desktop, right-click the icon and select Properties. You can make various adjustments to Sidebar, such as have it start when Windows starts, choose that it always displays on top of other items on the desktop, determine the Sidebar location on the desktop, and so on.

Startup Maintenance This is usually a job for msconfig.exe. Depending on the version of Windows you’re using, use the Run or Search box and enter msconfig. The tool will open, and on the General tab you should see a number of options that you can enable and disable upon startup. You can click the Startup tab and select the items you want to start at startup. You can remove selections from the check boxes for services you don’t particularly need, to make the computer start faster. This is also a good place to make sure that everything you need to start is selected. Read more about msconfig on the next page.

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Background Processes In Windows, you can use Task Manager on the Processes tab to manage the various background processes on the computer, including ending a process and viewing processes from all users on the computer. Select an item in the list of processes, and then right-click that item. In the menu that appears, you can select options such as End Process, End Process Tree, Set Priority, or Set Affinity (affinity refers to which CPU the process will use if you have more than one CPU in your PC). You can also click Properties to view the Properties box for the process. You can also go into the System Properties box in the Control Panel and then on the Advanced tab under Performance click Settings to make performance adjustments. In the Performance Options dialog box, click the Advanced tab, and then click Programs or Background services to allocate processor resources.

Msconfig The msconfig feature is truly one of the most used and loved utilities. It can improve performance by not loading unused startup items. This is done using the System Configuration utility. You can run this from the command prompt by entering msconfig and using the Startup tab to uncheck items. If you don’t know one of the shortcut names for a startup process, Google it and you’ll find out what it does and whether you can uncheck it. Antivirus programs, for example, should be enabled (checked) so that they check for updates. The System Configuration utility is also a quick way to manage services and edit BOOT.INI, SYSTEM.INI, and WIN.INI. Those can be manually edited in Notepad, too. The msconfig feature also contains shortcuts to the commonly used tools normally found buried deep in the menus of the Control Panel. System Information provides accurate, detailed information about your PC. In the unlikely event you have an interrupt request (IRQ) conflict or a memory address issue, this is the place to see what is really going on. It is also a way to inventory the hardware without opening the PC, which is a time and equipment saver.

Change File Extension Associations In Windows XP, navigate to Control Panel > Folder Options. In Windows Vista and Windows 7, go to Control Panel > Default Programs > Set Default Programs > Set Program Associations. From there, you can assign a program to open with (or associate with) a specific program (in other words, map the file extensions to an application). Earlier versions of Windows used the commandline interface (CLI) assoc command or the technician directly edited the WIN.INI file.

File Attributes Remember the acronym RASH: read-only, archive, system, hidden. These are the four file attributes that you can change with the CLI command attrib or by right-clicking Properties in a Windows GUI. Read-only is just that: The file can be read but not modified, and read-only is useful for ad hoc templates and documents that you don’t want to accidentally change. Archive is flagged to be backed up. System is a file that needs administrator privilege to modify (although depending on the OS, this is negotiable), and hidden is hidden from normal view. Going to Folder

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Options > View will provide options to be viewed, including Show Hidden Files. Hiding files isn’t a security feature. It is so that end users don’t explore or modify sensitive files. It is the same reason car manufacturers make it difficult to look inside of a car’s transmission. Doing so might be really neat, but they don’t want end users messing with it.

Virtual Memory The process of copying the contents of RAM on the HDD is called paging. Operating systems do this automatically with lesser-used applications running in RAM to free up RAM for the active programs. In short, virtual memory (often called virtual RAM) = swap files (often called page files). This technology is also used for crash recovery. Remember, RAM loses its data when the PC has no power. In a secure environment, it might be wise to eliminate the virtual RAM, because the HDD has a copy of what was last in RAM before it was turned off. RAM calls this area of the HDD virtual RAM. The HDD calls this data swap files. In general, you should let the OS determine how much of the HDD to allow for this. If you set it up manually, it should be at least equal to the amount of RAM in the PC.

Default Disabled Windows Administrator Account In Windows Vista, 7, and Server 2008, the administrator account is by default disabled. To enable the administrator account, you must follow these steps: 1. Open the MMC console, and choose Local Users and Groups. 2. Right-click the Administrator account and choose Properties. 3. On the General tab, clear the Account Is Disabled check box. To disable the administrators account in Windows Vista and Windows 7, go back into the Administrator Properties box and, on the General tab, select the Account Is Disabled check box, and then click OK. NOTE: You should have a very good reason to do this. Having an admin account is a significant security weakness. It is akin to leaving the keys to your house under the doormat.

ERD and ASR An emergency repair disk (ERD) is a copy of the master boot record (MBR). If something goes horribly wrong and the boot files are corrupt or missing (you get “missing OS” errors, for example), a copy of the MBR will allow you to boot and probably save the data. The OS CD also has this ability. By putting the CD in and acting like you are going to reinstall, you can actually use the CD to repair the OS. This is called automated system recovery (ASR). This might be a temporary fix, however. Be sure to get what you need off the drives, and then be ready to reinstall the OS if the repair isn’t successful.

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Homework Make your toolkit. Collect all the utilities, disk managers, antivirus software, emergency boot disks, and so on and burn them to brand new CDs and store the originals in a safe. Put all this in a backpack or case. In this field, you will rapidly learn that the good guys and the bad guys use the exact same tools. In the near future, you should have the ability to recover passwords from Security Accounts Manager (SAM) files using “bad guy” software. You should be able to recover data that has been deleted and even emptied from the Recycle Bin. You should have the ability to boot to another OS via flash drive or DVD, mount the customer’s HDD, and copy files so that they can be retrieved in the event of serious boot sector problems or malicious attack. Yes, bad guys use different names for all these important techniques and abilities. You should definitely have a sharp set of teeth, but make sure you use them the correct way. Start with Hiren’s Boot CD. Google it. Review the charts from Days 31 and 30, especially the interrupt request (IRQ), direct memory access (DMA), and I/O addresses.

Funwork If a client handed you a DVD in pieces, could you get the data off of that severely damaged storage media? Search Google and YouTube for “broken DVD data recovery.” You might be surprised.



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Day 5 Troubleshooting Networks A+ 220-702 Objective Objective 3.1: Troubleshoot client-side connectivity issues using appropriate tools

Key Points In our increasingly connected world, networking is a fundamental skill for all techs. It is not hard to imagine entire careers are dedicated to troubleshooting networks at all levels. The importance of providing fast, reliable digital communications to the world cannot be stressed enough. Imagine remote robotic surgeries, ATMs, online commerce, or a soldier reading a bedtime story to her son back home on his birthday. This stuff is really important, so let’s make darn sure we can make them happen.

Troubleshooting the Physical Layer The majority of home networks use an integrated services router (ISR), often just called the router. This device sits in the center of the star/bus topology, shares an Internet security provider (ISP) connection with the wireless LAN (WLAN), provides access and firewall security, and uses networking to share resources, such as files and printers. When troubleshooting a network issue, always start with the physical layer. Network interface cards (NIC) must be connected with a cable from the PC to the switch and from the switch to the router or directly to the router/switch. In a WLAN, the antenna must be in range and compatible with the router. 802.11a NICs must be with 802.11a routers. All the others (b, g, and n) are backward compatible. Depending on the radio frequency of the device being used, 802.11n devices can work with 802.11a and b/g. In both LAN and WLAN environments, blinking green lights both on the NIC and the router indicate network traffic. That is a good sign. If you don’t see lights, check the physical layer again. Probably the first thing you want to do with a cranky router is reboot it. This might clear whatever problem it is having. As a PC technician, you’re responsible for doing a certain amount of network troubleshooting, but if the router is really borked, it’ll require more management than you’d be expected to handle (or be tested on in the A+ exam).

Exploring ipconfig /all Outputs Use the command prompt and enter ipconfig /all. The output will include the IP address, subnet mask, and gateway. It also will list the MAC address, hostname, and DNS servers. Those will be important later. If the output says “media disconnected,” go back to the physical layer and double-check plugs and cables. You might have a bad cable or network device. Check for visible damage to cables, and make sure the router and switches are powered.

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If the IP address is 169.254.x.x, you know right away that the NIC is set for Dynamic Host Configuration Protocol (DHCP) but the PC did not get an address. As a result, the Automatic Private Internet Protocol Addressing (APIPA) protocol in Windows automatically assigned an IP address to the NIC. This will not work on your network. Issue the command ipconfig /release followed by ipconfig /renew (or alternatively “repair” your network connection using the graphical user interface [GUI]). This process asks the DHCP server for a new IP address. If you get a new one (often 192.168.0.x), great. Move on to ping. If you get a 169.254.x.x number again, check the router or DHCP server. It is either not connected to the network or not set to give out IP addresses. In a WLAN environment, the router might be using a MAC address filter. That security feature prevents unknown MAC addresses from getting IP addresses, and thus prevents the PC from gaining access to the WLAN. Go to the router and confirm that your MAC is included on the “allowed” list of MACs on the MAC filtering page. If you get no response from ipconfig /all, start by making sure the Ethernet cable is securely connected to the computer and to a switch or Ethernet port, depending on where you’re working. If it is, go to the Device Manager (Start > Run > devmgmt.msc). Make sure the NIC is enabled and has appropriate drivers. If the NIC is not present in the Device Manager, go to the BIOS. Make sure it is enabled. If the NIC is a Peripheral Component Interconnect (PCI) or PCI Express (PCIe), open the case (don’t forget your antistatic wrist strap) and verify that the NIC is securely in the expansion slot. Go to Network Connections (Start > Run or Search > ncpa.cpl) and make sure your NIC is represented by an icon. If it isn’t there, go back to the Device Manager, BIOS, inside, and so on. There is still something wrong with the physical layer. Note that laptops often have a button on the side that turns on and off the NIC and Bluetooth connections.

Troubleshooting TCP/IP TCP/IP is not installed by default in Windows 95. For all other Microsoft operating systems, it is the default network protocol. From Network Connections in the Control Panel, right-click the NIC. Trace to Properties and add TCP/IP; you might need the OS CD. After you have installed TCP/IP (actually, “bound” it to the NIC), you can set the IP address manually or let DHCP handle the addressing scheme. Use ping to verify the protocol stack is working properly. First ping 127.0.0.1, the loopback address. Then ping your own IP address, your gateway, and then a remote site (for example, ping www.cisco.com). If a failure occurs somewhere, go to that device and troubleshoot from there. In more complicated LANs or WLANs, use tracert www.cisco.com. The tracert command traces the "hops" in the route from the computer to the destination address, showing the response times for each "hop" device. Note that some routers and firewalls drop tracert requests in an effort to fend off denial-of-service (DoS) attacks. A failed tracert doesn’t necessarily mean a network problem.

Other Network Troubleshooting Techniques The ipconfig /? command shows all the arguments of the command. Although it doesn’t show up when you run ipconfig /?, a particularly useful one is ipconfig /flushdns or in Windows Vista and Windows 7, ipconfig/dnsflush. This flushes the Domain Name System (DNS) entries. Other lessused commands are nslookup, which asks a DNS server what IP address is mapped to a specific friendly name, and net view, which shows other PCs in your workgroup. The arp -a command shows nearby computers. The net view command will also output host info. A whole book could be written about what else the net command and all its arguments and switches can do. Google

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“network enumeration net command.” The net command in the wrong hands goes bad places fast. Learn. Explore. Play. Do not do anything you don’t want read back to you in court.

Follow the Packet One way to look at a network is to follow the packet. This is an important skill in troubleshooting because at any point along the way, something can go wrong. Table 5-1 follows a file download step by step. Table 5-1

Follow the Packet

Event

Potential Problems

The user navigates to the URL and clicks Download.

If the DNS is corrupt or not up to date, the server’s IP address might not be mapped to the user-friendly URL.

The file on the server is divided into several pieces The protocol stack (usually TCP/IP) could not be called packets. installed or properly bound to the NIC. Source and destination IP addresses are assigned to each packet.

Network Address Translation (NAT) and Port Address Translation (PAT) issues on the user’s end could mislead the server, in which case the packet is sent to a phantom destination.

Source and destination MAC addresses are assigned to each packet.

If Address Resolution Protocol (ARP) tables are not built yet, the server will not know who its neighbors are. The arp -a command displays a list of known IPs and MACs of local PCs.

Each packet is sent to the NIC.

The NIC could have wrong or missing drivers or theoretically could have any number of resource conflicts (interrupt request [IRQ], direct memory access [DMA], I/O), although today it is highly unlikely. Hooray for Plug-and-Play! The NIC Properties Advanced tab is where you resolve these issues (if you ever need to).

The NIC translates the packet into signals (wired, wireless, fiber, audio).

This is generally not a point of failure.

At each hop along the LAN, new source and destination MAC addresses are applied, but the source and destination IPs never change.

The number one troubleshooting technique is a visual inspection of the cable. Pinched, frayed, knotted, or otherwise abused cables should be highly suspect. Use a cable tester or known working PC to ping through the cable to verify its effectiveness. Better yet, replace the cable. In a wireless network, you have signal strength and access filters such as Wireless Protected Access (WPA) and MAC filtering to worry about. Intermediate switches and hubs could not be powered, or the network cables are not connected. Blinking lights indicate network traffic (a good sign). Switches take some time after they turn on to listen to traffic and learn the location and names of the nearby devices. Don’t expect a switch to begin working immediately when turned on. continues

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Table 5-1

Follow the Packet

continued

Event

Potential Problems

The packets pass through the gateway, and the router chooses the best path to the destination.

The router might not be configured correctly. The gateway IP address on the PC and the LAN interface IP address must be identical, as must the subnet masks. (Note that the identical subnet mask thing isn’t really true. But at this level, on the A+ exam, it is.) There are countless other configuration issues at this point, including NAT and PAT, hardware firewalls, and more.

After leaving the web server, traveling through countless routers and switches, the packets arrive at the user’s PC.

This is the proverbial “cloud.” It is a collection of ISPs, long-distance communications, switching stations, satellites, and so on (the same cloud from the funwork in Day 20). We don’t really need to understand every device through which the packet travels as long as the packet gets there.

The packet flows through the user’s LAN as it did on the server’s LAN.

The same potential problems exist on any LAN.

The packets are reassembled and checked for accuracy.

In a User Datagram Protocol (UDP) environment, like streaming video, lost packets are ignored. This makes online videos quick to load but glitchy. In a TCP environment, like downloading a file, lost pieces are unacceptable. A resend is coordinated with the source PC, until all the packets are accounted for.

The OS searches for an appropriate application to read the file’s extension, making the download ready to be opened or run by the user.

You can’t view the site correctly because of a missing plug-in or can’t launch the program because of an unassociated extension. The file could be compressed (zipped) or could be encrypted.

Mail Protocol Settings When you want a computer to be able to send and receive email using an onboard client (as opposed to webmail on a web browser), the client must be configured to use specific protocols for those activities. Here’s a brief rundown.

SMTP SMTP, or Simple Mail Transfer Protocol, is used to send mail from a computer over the Internet. Mail servers use this protocol to send mail to one another. For an email client on a computer to send mail, it must be configured to use port number 587, which is the well-known port number for this protocol. Misconfiguring the port number and name for the SMTP server your computer uses to send mail is one of the most common problems customers have when they complain that they can’t send an email. The customer’s ISP support group can provide this information.

IMAP IMAP, or Internet Message Access Protocol, is one of the two protocols used to retrieve mail from email servers, and it is supported by both email client applications and mail servers. It is similar to

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POP3 (we cover that in a minute) but has additional features such as the capability to search for mail messages using keywords while the mail is still on the server. IMAP uses port number 143.

POP3 POP3, or Post Office Protocol v3, is an older mail protocol for receiving mail messages from a mail server to a mail client. You can use POP3 to download your mail messages, but POP3 doesn’t allow you to read your messages while they’re still on the server, but it will delete mail from the server when you download it. POP3 uses port number 110.

FTP Settings FTP, or File Transfer Protocol, is a very old way to send file data over a network, including the Internet. Even though a lot of people use email attachments, email wasn’t designed for file transfers, and size limitations apply. Most web browsers can handle FTP traffic, and there are FTP clients that can be installed on computers to make connecting to and using an FTP server easier. FTP uses port 20 for data and port 21 as a control. You can connect to an FTP server using a hostname such as ftp.servername.com. Remember, especially when using a web browser, use ftp and not http at the beginning of the web address. You can also use the server’s IP address to make the connection. Firewalls, including those that come natively on Windows XP and later versions, might block port 21 and stop FTP traffic cold. You will likely have to go into the Windows Security Center and create an exception to allow FTP traffic both into and out of the computer. Once that’s done, either open your FTP client or a web browser and connect to the server. Some servers allow you to connect anonymously, but you gain limited access. You will most likely be prompted for a username and password; then you can navigate the server’s directory structure, which is a tree structure, like the one on your computer.

Homework Reread the networking section (Day 21 and Day 20) and ask network people questions. If you ask a network person about these basic things, that person might look at you in a strange way. Remember, what we learn in networking early on is quite different from the reality. Networking pros live in that reality. It is like asking Stephen Hawking to help you with your physics homework.

Funwork If you have a wireless laptop or desktop, open either the Windows management tool for the wireless NIC or the manufacturer’s interface. There’s typically an option to search for available networks to connect to. In addition to the one you use at home, school, or work, can you see any others?

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Chances are, you can. Notice how many of them are unsecure, but don’t try to connect to them. Can you see their service set identifiers (SSIDs), security methods (if any), and network types? Individuals, families, and even businesses are notoriously poor at securing their wireless networks, despite the fact that it is well known that wireless is not secure. After you’ve had a look around, think about what you’ve learned of wireless networking and see what you can do to make your own wireless network more secure.



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Day 4 Install and Configure a SOHO Network A+ 220-702 Exam Objective Objective 3.2: Install and configure a small office home office (SOHO) network

Key Points Installing, configuring, and troubleshooting a small office/home office (SOHO) is among the most common tasks for new techs. So this is an important skill to learn. SOHOs are attacked all the time because they are so unsecure. They will always be a weak and tempting target. You can do many things to encourage bad guys to choose targets other than your customers.

Connection Types Internet service providers (ISP) offer Internet connections. Table 4-1 lists the most common methods in their order of importance for the A+ exam. Table 4-1

Internet Connections

Internet Connection

Need to Know

POTS

Plain old telephone system (or service) uses a modem and is slow (56 kbps).

ADSL

Asymmetric digital subscriber line. It is slower upstream (toward the ISP) and much faster downstream (toward the client). Common ADSL speeds (downstream/upstream): 768 kbps/364 kbps 1.5 Mbps/384 kbps 3 Mbps/512 kbps 6 Mbps/768 kbps (Source: AT&T DSL plans) DSL requires the use of filters for the telephones so that the voice traffic and the data traffic do not interfere with each other. Designed for residential clients and SOHO environments, DSL has a very quick download speed but isn’t designed to support high traffic in and out as a web server or FTP site. continues

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Table 4-1

Internet Connections

continued

Internet Connection

Need to Know

Cable

Cable TV providers use coaxial cable to provide many services, including Internet access. It’s very fast; however, performance varies because it’s a shared medium. Everyone in a building, block, street, and so on shares the same connection. If someone is using a lot of bandwidth, others will see a drop in performance.

Satellite

Satellite is 56 kbps up and 500 kbps down. It’s slower than cable and ADSL but can provide service almost anywhere, such as on a boat or in a motor home. Leaves and weather can adversely affect satellite Internet performance.

PRI ISDN

Primary rate ISDN is a T1 line. It has 24 64-kbps B channels, of which 23 are used together to achieve speeds of 1.544 Mbps. The D channel is used for signal timing, starting and stopping the sessions. Europe has 30 B channels and can have speeds up to 2.048 Mbps.

BRI ISDN

The basic rate interface (BRI) has three wires: two B channels that can carry 64 kbps and a D channel that can carry 16 kbps. BRI uses both B channels for data and the D channel for timing, initializing, and ending the call. This use of the B channel is similar to the session layer on the OSI model.

802.11 Wireless

Day 5 covers the basics about networks, including the wireless network a, b, g, and n. 802.11n equipment can be used with all the other standards, but to make your life easier, when building a wireless home network, choose wireless network interface cards (NIC), routers, and switches that all use the same standard. Consider the area the wireless network must cover and recommend additional access points if necessary. At the very least, set the network security to Wired Equivalent Privacy (WEP), which isn’t very secure. WiFi Protected Access (WPA) is preferred. You can also use MAC address filtering if only a known group of devices must hook up to the wireless LAN.

Cellular

Computers can be configured to use a cellular network to connect to the Internet. You probably don’t think much about this if you own a smartphone and use it to surf the Web and check your emails, but you can do this with a laptop or a desktop, as well. You need the same two things to get going: an adapter that allows the computer to connect to the cellular network and a service plan from your cellular provider.

The Basic SOHO The integrated services router (ISR) is the heart of the SOHO. Before you choose an ISR you need to communicate with the ISP to determine what customer premise equipment (CPE) will exist and what media will be used to connect to the ISR. Generally, it will be coaxial, Ethernet, phone cable, fiber, or satellite. The first thing to do is to connect a computer to the router or modem to be used via a compatible cable. Turn on both. Make sure your NIC is set to use Dynamic Host Configuration Protocol (DHCP). Use ipconfig to determine the gateway (that is, router interface). If something is wrong, perform a hard reset on the ISR and try again. You can also go into the ISR and, on the Status tab, verify that the ISR is being assigned an address via DHCP. If it isn’t, shut down both the ISR and CPE, power up the CPE, wait 10 minutes, and then power up the ISR. If something is really wrong, contact the ISP.

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Open a web browser and enter the gateway IP in the address bar. Documentation will contain the default username and password. That is exactly why the first thing to do is to change the password. Next, and equally important, change your service set identifier (SSID) to something other than the default. And for heaven’s sake, disable remote wireless configuration (usually the default). Why that was ever a default setting baffles security geeks worldwide. Let’s add a wireless device. Pick a laptop, tablet, phone, whatever. Make sure the wireless is enabled and set for DHCP. Next, add a printer—cabled or wireless network printer doesn’t really matter. You should map the MAC of the printer to a specific IP address in DHCP settings on the ISR. Most ISRs have a range of IP addresses that are available so that devices have a static IP. Either solution works; just make sure the IP address does not change. The same thing applies to network-attached storage devices, computers that share files and printers, and any other appliance to which other hosts connect.

The Better SOHO Okay, now you have a SOHO, you are a geek, right? Great! Let’s make your SOHO sing. Are you a gamer? If so, you need to understand port forwarding. Your Xbox, PlayStation, Wii, or gaming PC requires direct access to game servers. The game companies will tell you the specifics. Understand that this puts a huge security hole in your ISR that every bad guy knows well. Port triggers help patch that hole. Thoroughly review your router’s documentation; after all, routers are pretty smart devices in the hands of people like you. Also, if you can, use a cable to connect your game system to your network. It’s much faster and more reliable. Use a high-quality, shielded or fiber cable if possible. NOTE: meters.

Just in case the A+ exam asks, the maximum length of an Ethernet cable is 100

Impress your friends and employers with a home PBX and some VoIP phones. Installing voice mail, call forwarding, and videoconference systems speaks volumes about your tech chops. How about IP-based security cameras that stream right to your cell phone? Get into media servers, TiVo, MacTV, PCAnywhere, cloud services, 3D TVs, and all that great SOHO stuff. All that is in your future, but little of it is on the A+ exam, so let’s move on.

The Hardened SOHO Is your customer in health care? Do they plan for the next day’s patient via VPN from home? Is your customer a lawyer who conducts confidential conversations with clients from her office? Does your customer do online banking, use email, use Skype, or let their kids interact with others online? How about you? Do you want bad guys all over your business on your home network? No!

Network Defense The first layer of defense is to deny access at the network. Revisit your ISR. Regarding wireless encryption, WEP is cute and WPA is a challenge to crack. WPA2 is what to use. WEP exchanges the encryption key all the time and is cracked in milliseconds. WPA could actually take 30 seconds or more to crack. It had better be worth the wait. Sheesh! WPA2 exchanges the key only during the

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connection establishment. Yes, it’s crackable. No, it isn’t in the scope of the A+ exam. Yes, someone with security chops can crack WPA2 in a matter of minutes. It involves pretending to be a trusted host on the network and forcing the ISR to reestablish connection with “you” so that you can hear the key. This kind of stuff is great fun, but remember to only play for the good guys. MAC filters are attacked in much the same way because the ISR will only give out IPs to a set list of MACs. So, can the bad guy change his “burned-in” MAC address to that of an existing network host? Just asking. Another good idea is to not broadcast your SSID. The downside is that you must manually set up the connection on each host. Can bad guys hear nonbroadcasted SSIDs? You bet. Finally, don’t use identifiable device name SSIDs, such as “the Jones House,” “Upstairs Printer,” “John Doe’s Mac Book Pro.” What does this tell us about WiFi security? Yep, exactly: It’s actually a contradiction in terms. So, if we do all of these security improvements, maybe, just maybe, bad guys will choose lower-hanging fruit. The take-home message is to never have stuff on a wireless network that is worth stealing. It’s worthwhile to have at least one computer cabled to your ISR on which you do banking, VPNing, and so on. Enabling the ISR’s stateful firewall helps, but frankly, free WiFi hot spots and wireless SOHOs are box lunch for hackers and identity thieves.

Host Defense The second layer of defense is to deny access at the host level: ■

Enable all the firewalls.

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Turn off all unnecessary sharing and other services.

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Consider a more sophisticated firewall with detection and analysis capabilities.

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Use good antivirus and set it to auto-update.

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Update the operating system. Keep going back and updating until it says no more updates are available. Even then, set it to auto-update.

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Plan to purchase professional editions of the most modern operating systems. None are impenetrable, but if you are running XP or earlier, look out!

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Consider using whole disk encryption (BitLocker, for example).

There are mixed feelings about encrypted volumes on hard disk drives (HDD) and removable media. If you lose a flash drive with secret time machine plans, others will probably not steal your idea. The problem is, if you forget your password, you will never see your time machine become a reality.

User Education Show customers (and everyone) the difference between http:// and https:// and explain that these secured sites use certificate authorities such as VeriSign to authenticate that you are actually communicating with the intended website. Teach your customers to never say passwords out loud, even in your presence. For now, just take my word for it. If you must write down passwords, apply a simple algorithm that only you know.

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For example, reverse the shift (caps and symbols) on the third and fourth characters. Teach your customers this, too.

Homework Build a practice SOHO. If you have the opportunity, connect a few computers wired and wirelessly. Ping everything, and then share files using Server Message Block (SMB) (Samba is an opensource version) or Network File System (NFS). In the real world, this is called network-attached storage (NAS) This is also the basis of home theater servers and web servers, and even game servers. Next, have someone (a fellow computer person) “break” your network in three ways. Do this by inserting faults: unplug something, change NIC settings, mess with the firewalls, and so on. (No peeking.) Set a timer and see how long it takes for you to find and fix all three faults. Ask your friend for three more (and different) faults and try to beat your time. This lab really does give you firsthand experience applying the networking concepts. If you don’t have access to PCs, switches, and cables, with your Cisco Networking Academy login credentials you can download Packet Tracer from http://cisco.netacad.net. Hint: Go through the tutorials first.

Funwork Newegg has some good videos on all things computer. Google “simple home network video” and look for “YouTube - Newegg Tutorial: Simple Home Networking.” It’s a lot of fun.



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Day 3 Scenario-Based Security A+ 220-702 Exam Objectives Objective 4.1: Given a scenario, prevent, troubleshoot and remove viruses and malware Objective 4.2: Implement security and troubleshoot common issues

Key Points You are a few short days away from being A+ certified. Excited? You should be—you’ve earned it. Today is about security, which is a very important part of your job. It is also really cool stuff.

Antivirus Software Not enough can be said about the importance of installing, updating, and running antivirus software. There are many good free ones. When a piece of malware is identified, ideally you can remove it. Sometimes your only option is to quarantine the file. Most computers you buy come with a trial version of some antivirus software onboard, but you can choose to install the version you prefer. Antivirus software can be purchased as a standalone security solution, but it’s more common to purchase software security suites, which include antivirus, antispyware, firewall, antispam, and so forth. NOTE: You can find a review of the most common security suites at http://internetsecurity-suite-review.toptenreviews.com/.

After installation, you should run a full scan of your computer right away. Amazingly, some computers come from the factory already infected! You should also update the software and malware definitions to their latest versions right away. Then set the software to scan once daily or once every few days and tell it to check for updates daily. Normally, you set these tasks to happen in the middle of the night, when the computer is not in use. If you ever have a customer who tells you they don’t think antivirus or security software is worth the expense, please let them know that without it, the life expectancy of a computer connected to the Internet without that protection is probably a matter of hours or less.

Malware Types Malware is a huge contributor to the business of cyberattacks used by “hacktivist” groups such as Anonymous and LulzSec and also provide the means by which large criminal organizations can gain control of vast groups of computers to use in defrauding online merchants.

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NOTE: A good article on this topic is found at http://news.cnet.com/8301-1009_ 3-20077501-83/anonymous-lulzsec-spawn-one-of-worst-quarters/.

The number of threats currently “in the wild” is astronomical, and listing each and every one would take up more space than we have available. However, malware does fall into a few select categories you need to be aware of.

Adware This is malware that is designed to force you to be exposed to product advertisements whether you want to be or not. Whenever you download software onto your computer that’s considered “free,” it actually contains ads to pay for the cost. Strictly speaking, this isn’t illegal, but sometimes the adware is installed on your computer without your knowledge, and then it manifests as really annoying browser pop-ups that are notoriously difficult to get rid of.

Trojan This is also known as a Trojan horse, after the story from mythology. A trojan appears to be useful or helpful software, which is why you would download it in the first place, but then it behaves maliciously once installed on your PC. Trojans can perform any number of tasks, from delivering annoying ads (adware) to installing a back door on your computer without your knowledge, so that your computer can be later accessed. Back doors are used either to steal your information for identity theft or to make your computer a zombie and add it to a botnet. Botnets are armies of computers that are centrally controlled (without the owner’s knowledge) and used for spamming and online merchant fraud. One of the characteristics of a trojan is that they’re not usually designed to be self-replicating like viruses and worms.

Virus This is any executable file that is designed to infect and perform some unwanted action on your computer, typically replicating itself and spreading from your computer to other computers, often by emailing itself to everyone in your email client’s address list. They typically do some sort of damage to the computer, such as corrupting files required by the operating system. Viruses are often delivered as email attachments and the computer user is tricked into executing the file, believing it to be useful information. Good antivirus software scans the email and even prevents it from being delivered to protect the computer. Even still, tell your clients never to open any suspicious email, even if they think it’s from someone they know.

Worms This type of malware is like a virus and is sometimes considered a subcategory of virus. The big difference between a virus and a worm is that a worm doesn’t require human assistance to infect a computer. Worms can be delivered as “drive-by downloads” if the computer user visits a questionable website on the Internet. After the worm is delivered, it launches itself, replicates itself, and starts sending itself to other computers via email. Worms can also be used to create a back door on a computer and allow unwanted access.

Day 3

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Firewalls A good security plan uses layered defenses, including hardware and software firewalls. Firewalls work in three ways: ■

Packet filtering: Packet filtering is the most common and straightforward. Firewalls that use packet filtering either block or allow packets by using basic criteria, source or destination IP addresses, ports, or protocols. The disadvantage of packet filtering is that it is not subtle. It is a reliable but inflexible gate guard. Sometimes legitimate packets get filtered because they are different.

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Proxy filters: Advocates for a kinder, gentler network community allow packets of all persuasions to enter or leave and use more-sophisticated rules. These proxy filters are really more concerned about network intrusion than about internal issues.

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Stateful packet inspection: Stateful packet inspection looks for unfamiliar packets and hides the bodies. When a rogue packet enters the target network, the hacker never hears from it again.

NOTE: For more information about software firewall methods, go to http://www.tns.com/ firewalls.asp.

Hardware firewalls are expensive and difficult to set up and configure, but they don’t impact the individual PC’s performance. Plus, the hardware firewall can support an entire network.

SHA and MD5 Secure Hash Algorithm (SHA) and message digest algorithm 5 (MD5) are like checksums in that a number is generated by the actual message. A checksum counts the number of bits in a packet and inserts that number in the packet as a reference. The receiving PC reads the checksum number and counts the bits in the packet. If the number of bits and the checksum number are not equal, something has been lost or changed. SHA and MD5 work the same way, but although MD5 is faster, SHA is more secure against brute-force attacks. They verify that nothing was lost or altered in the transmission.

Encryption Symmetric encryption is like two people having identical keys to a house. In fact, the term key is used to refer to the password. It is foolish to give the key to your house to anyone who wants to deliver a package. Keep in mind that the point of encryption is to prevent those not involved in the transaction from seeing what is in the box. So, what do you do with the box? You can’t leave it outside and you can’t give away your key to strangers. Enter asymmetric encryption. Let’s build a foyer that is locked both at the front door and internally to the rest of the house. The public key gets the package into the house and away from prying eyes. The private key that only you hold gets the box into your house. To put this analogy back in technical terms, a message is encrypted in such a way that you need both keys to open it: one for the sender (private) and the other for the receiver (public). This system authenticates both parties and requires both parties to participate in the encryption process. It is not a perfect system, but it is much better than nothing.

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Authentication How do you prove you are who you say you are to a computer, website, or your bank? Test your customers and co-workers. Perform a trial social-engineering attack on them and see whether they fall for it. “John, a new security update has just been issued. I am remotely upgrading your router but I forgot your password. What is it?” How about testing a co-worker via txt? (Get permission, first.) im @wrk. ur “sick.” lckyduck. wht is d pw 4 d xchng svr? i frgt. Updts lst nght! Needs rstrt… lk rght frkn nw! HLP! If they fall for it, let it be a sobering learning moment for them. Who was on your phone, for real? It is also a sudden necessity to change that now compromised password.

BIOS Laptops and USB flash drives represent a significant risk of theft. The trick is not to prevent physical access—that has already been compromised. The truly tech-savvy and law enforcement will recover the data, one way or another. The following are some methods of securing these ubiquitous portable devices: ■

The first line of defense on a laptop is a BIOS boot password. Be careful if you use this method. On a PC, you simply park the password jumper, boot, set the password to what you want, engage the password jumper, and go about your day. Where are the jumpers on a laptop? So, be careful if you use passwords in the BIOS of a laptop.

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BitLocker prevents access to drives even if they are removed from the computer. It is native only on Enterprise and Ultimate editions of Windows Vista and Windows 7 and Winodws Server 2008.

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Tower and desktop PCs have what looks like a refrigerator door switch that is an intrusion detection sensor. Like that refrigerator light, this trips an alarm in the BIOS. This is how a service can determine whether an end user has been inside the case. That might void a warranty or service level agreement (SLA).

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A Trusted Platform Module (TPM) is a very clever chip in which an encryption key is burned in during the manufacture so that the communications between it and other TPMs are encrypted but the key is never broadcast.

Virtual Private Networking Virtual private networking (VPN) uses a token (not to be confused with Token Ring network topology) to encrypt a message. That message is sent through secure tunnels to the receiver, who uses the token to unencrypt the message.

Homework Review Day 19 because questions about security on the 220-702 exam are similar to those on the 220-701 exam.

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Funwork The following is an “action-packed” techno thriller, so to speak. As the story unfolds, you will be asked, “How did you do that?” Your job is to use your knowledge of PCs and operating systems to fill in the commands, techniques, and procedures to complete the story. Good luck! A mean-spirited computer technician has been fired, and he maliciously encrypted his most valuable work on his Windows 7 desktop PC. He corrupted the boot files so that the computer simply will not boot. He planned to negotiate with his former employer by holding the data and the entire contents of the HDD “hostage.” He didn’t actually “steal” anything; his work is still physically on the computer at the office. In his ranting, he let his IT bravado get the best of him. He unwisely alluded to a backup plan. There is, evidently, some sort of virus named killer.bat ready to deploy in the scheduled tasks on boot that only he can stop. He is demanding $10,000 in exchange for the encryption key and Windows 7 password necessary to get into his PC, stop the virus, and recover and decrypt his data. (This might seem farfetched, but the scenario is more real than you might think!) This is where you come in. The employer would rather pay you $5,000 instead of bowing to this manipulative ex-employee. This is your chance to prove your worth. You are able to boot to a command prompt (How did you do that?) and can see all the files regardless of that fact that some were marked hidden and system (How did you do that?). The CD burner requires Windows apps, which requires a full boot, and a jump drive is not recognized in the command-line interface (CLI). However, after installing an identical Serial Advanced Technology Attachment (SATA) drive (How did you do that?), you are ready to copy everything over to the new drive minus the read-only and encrypted key support. You enter the command, and the data is now on a new drive without killer.bat. (How did you do that?) You took that drive to another PC that had proper antivirus software and data forensics. You were able to isolate the encrypted files and some emails that will likely be used as evidence against the ex-employee in court. (Go online and find out how you did that.) Then, because those emails were discovered, this is now a criminal investigation, so you hand the whole thing over to the police. You can go ahead and run decryption software on the files, but it might take you a while (because you are not a law-enforcement agency, so you have to start with dictionary and brute-force attacks). Contrary to popular belief, law-enforcement agencies have “backdoor” keys to most encryption software. After all, it is in the encryption manufacturer’s best interest to work with law enforcement lest they be charged as an accessory to a crime. It usually takes law enforcement, using super computers, just a few short minutes (often seconds) to crack encryption. If this sounds like the kind of work you might be interested in, these jobs really are out there. There is an evergrowing need for professionals in cybersecurity. It is an incredible world that is all about outthinking the bad guys.

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Day 2 Practical Application 220-702 Exam Review Day This is a light day in preparation for your test tomorrow. Enjoy it and relax.

By Any Other Name The computer industry is full of different names for the same thing. These synonyms are cumbersome and challenging for the new techie. The following list explains some of the synonyms found in the IT industry and on the A+ exams. People will argue that there are subtle differences among these terms and phrases, but it’s a good place to start: ■

Fault isolation = troubleshooting.

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Load = copy to RAM = run = execute = launch = double-click.

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Mini stereo plug = headphone jack = 3.5TSR.

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PC = IBM clone = computer = system = machine.

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Component = device = part = field replaceable unit (FRU).

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RS232 = DB9 = DE9 = serial port.

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Documentation = release notes = ReadMe files.

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Card = I/O card = adapter card = expansion card = PC card.

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Control Panel icon = applet = configuration application = configuration utility.

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9x = 95a, 95b, 98a, 98b.

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Millennium Edition (Me).

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Win2K = Windows 2000.

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Pins = contacts = channels = width = conductors.

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Bits per second = bps = b/s.

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Throughput = transfer rate = network speed. (Bandwidth is a measure of ideal speed, not the throughput actually realized.)

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Mini ATX = micro ATX = flex ATX.

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S/PDIF = SPDIF = digital audio interface.

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PCI-X (peripheral component interconnect extended) is not PCIExpress (PCIe).

Brain Dumps Practice the following brain dumps:

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Motherboard map

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OSI and TCP/IP models

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TIA/EIA 568 A and B (wire color arrangements)

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XP boot sequence

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Laser-printer process

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General troubleshooting process

Write Your Own Practice Questions One of the best-kept secrets of academic success is to outthink the teacher. After a few tests, you should know what kinds of questions that a teacher (or CompTIA, in this case) asks. You have seen a real test and hopefully many practice tests. Write down the questions as you think they will appear on your exam. This is a skill that is honed and refined over the years; when you master this, schooling of any kind gets much, much easier. With a little practice, you can do this, too. Remember that there are more scenario-based questions, so be sure to prepare with that in mind.

Good Answers Versus Correct Answers The second exam’s distracters are tricky. Many sound quite plausible. If it says choose two of the following and three sound good, stop for a bit. Look up (but not at other screens). Get your focus and reread the question very carefully. Then reread each possible answer and determine exactly why it either is or is not the correct answer. A good answer “fits.” The correct answer “feels” right.

Homework It’s time to make your “cheat sheet” study sheet and remake it a dozen times if necessary or until you can do it all from memory. Don’t forget to include all the brain dumps. The following is a start: ■

A good fuse has 0 ohms of resistance, and a blown fuse has an infinite amount of resistance.

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Customers might not always be right, but you must always treat them with respect.

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The manufacturer’s website is the best place to find the latest drivers, software, and documentation.

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Gather information from the customer first, and then the PC.

Funwork Do something away from the computer that is fun and a little different from your usual routine. Go out with an old friend you haven’t seen in a while, take in a movie you wouldn’t normally see, or perhaps visit a museum that you have never been to. Maybe go to a concert featuring music that’s not your usual taste. Go to dinner somewhere exotic. Then, go to bed early!

Day 1 Practical Application 20-702 Exam Day It’s easy to see yourself as 90 minutes away from the end. This is a tempting but dangerous trap. Remember, you are a professional. A professional finishes what was begun. A professional puts forth the same effort at the end as at the beginning. A professional gets it done correctly, every time.

Before the Exam Before the exam, sleep well and eat well. Don’t eat sugary or starchy foods the morning of the exam. Review your “cheat sheet.” As soon as they hand you scratch paper and a pen, write down all your brain dumps, tables, mnemonics, charts, diagrams, religious prayers, whatever you like. Be sure to give your notes back to them at the end of the exam.

During the Exam During the exam, remember: One question at a time; that is, read the darn question (RTDQ). Don’t let distracters do their job. Don’t read too much into the questions. Always eliminate obviously wrong answers when stuck on a difficult question. This ups your odds if you have to guess. Don’t hurry toward the end. You will have plenty of time to be excited afterward. Focus on each question, one at a time. Remember how much effort you put into preparing for this exam and the money you invested in your education and the test! You want it to be money and time well spent.

After the Exam After the exam, write down the questions (someplace away from the exam center) that stumped you. Look up the answers right away. You’ll feel better knowing the answers. Go enjoy the rest of your day. You deserve it! Just remember that you signed a nondisclosure agreement before taking the exam, so do not show the questions to anyone or post them to the Internet. Doing so can result in your certification being revoked. You will get your test scores as soon as you finish, but it will take a few weeks to a month to get the actual certificate. Be sure to frame that certificate and hang it on the I-Love-Me wall behind your desk. For good measure, tuck the score sheets behind the certificate in the frame just in case you need to prove something later. Along with the certificate, you will receive a plastic card for your wallet. The computer industry is constantly growing and changing. There is a never-ending supply of new and interesting technologies. Keep learning. Get on a tech RSS feed, subscribe to a periodic email newsletter, join a Linux or Mac users group, participate in forums, and attend a conference. CompTIA conferences are really quite good. Remember, you are an IT professional—it’s your responsibility to maintain your knowledge and skills. It’s a big and fast-moving field. Enjoy the ride, and good luck!


Index Symbols * (asterisk), 42 /? command, 42 > (greater than symbol), 43 ? (question mark), 42 + switch (attrib command), 153 - switch (attrib command), 153 32-bit processing, 131-132 64-bit processing, 131-132 802.11 wireless Internet connections, 182

A /A switch dir command, 152 xcopy command, 152 Accessibility Options, 156 ACPI (Advanced Configuration and Power Management), 63 adapter cards, 28 AGP cards, 29 capture cards, 29 installing, 124-125 interfaces, 7-8 modem cards, 30 NIC cards, 30 PCI cards, 29 PCIe cards, 29 sound cards, 29 TV tuner cards, 29 adapters (RAID), 11 ADC (audio to digital conversion), 136 addresses classes, 82 IP addresses, 82-83 MAC addresses, 81 subnets, 82 Administrative Tools, 159 ADSL (asymmetric digital subscriber line), 181

Advanced Configuration and Power Management (ACPI), 63 Advanced Technology Extended (ATX) motherboards, 5 adware, 188 Aero settings, 169-170 AGP adapter cards, 7, 29 /all option (ipconfig), 47, 153, 175-176 antivirus software, 98, 187 Apple computers, 108 Apple OS X, 36, 39 applications, troubleshooting, 167 architectures (network), 84-85 ARP, 90 arp -a command, 176 ASR (Automated System Recovery), 54, 172 asterisk (*), 42 asymmetric digital subscriber line (ADSL), 181 ATTRIB command, 42, 153 ATX (Advanced Technology Extended) motherboards, 5 audio audio cables, 33 audio-to-digital conversion (ADC), 136 troubleshooting, 136-137 audio-to-digital conversion (ADC), 136 authentication, 190 auto-restart errors, 166 Automated System Recovery (ASR), 54, 172 autoswitching power supplies, 62 AV (antivirus) software, 98, 187

B background processes, 171 Balanced Technology Extended (BTX) motherboards, 5 basic rate interface (BRI) ISDN, 182 batteries (laptop), 62-63 BD drives, 2 BIOS, 118, 190 BitLocker, 190 Blu-Ray drives, 2 bluescreen errors, 166 Bluetooth, 59-60, 85 boot process, 51 boot errors invalid boot disk, 168-169 not enough HDD space, 168 operating system not found, 168 boot options, 52-53 booting to restore points, 53-54 compatibility mode, 53 Safe mode, 53 virtual real mode, 52 brain dumps, 193-194 BRI (basic rate interface) ISDN, 182 brute force, 96 BTX (Balanced Technology Extended) motherboards, 5

C cables, 3, 32, 91-92 audio cables, 33 cable Internet connections, 182 FireWire cables, 33 network cables, 33 SCSI cables, 33 cache, 132 capture cards, 29 CD command, 42

198

CD drives

CD drives, 2 CD.. command, 42 CDMA, 60 cellular Internet connections, 182 cellular WANs, 60-61 cheat sheet study technique, 111 cheating, 111 chgrp command, 38 CHKDSK, 160 chmod command, 38 chown command, 38 classes (address), 82 clean operating system installs, 52 cleaning cleaning solutions, 128 laptops, 73 printers dot-matrix printers, 149-150 inkjet printers, 149 laser printers, 149 client/server networks, 84 CLIs, 40. See also specific commands command prompt commands, 41-43 command-line syntax, 40-41 CLS command, 42 command-line syntax, 40-41 command prompt commands, 41-43 commands. See specific commands communication customer support, 105-106 difficult scenarios, 106-107 jargon, avoiding, 107-108 professional advice, 106 service level agreements (SLAs), 106 study resources, 108 compatibility mode, 53 CompTIA A+ Certification Practice Exams (Pyles and Pastore), 111

Computer, 46 computer forensics, 168 configuring SOHO (small office home office) networks configuration steps, 182-183 host defense, 184 Internet connections, 181-182 network defense, 183-184 study resources, 185 user education, 184-185 consumables, 67 Control Panel, 46 controller cards, installing eSATA controller cards, 119-120 RAID controller cards, 119 cooling systems, 17-18 installing, 125 troubleshooting, 138 COPY command, 42 correct answers, choosing, 194 CPE (customer premise equipment), 182 CPUs, 13 32-bit versus 64-bit processing, 131-132 architecture, 131 cache, 16, 132 core, 16 front-side bus (FSB), 133 hyperthreading, 16 installing, 123 Legos analogy, 132 multicore CPUs, 132 RAM, 132 socket and slot specifications, 13-15 sockets, 132 study resources, 133 customer premise equipment (CPE), 182 customer support, 105-106 Cyberguys.com, 127

D D plugs, 117-118 /D switch (attrib command), 153

DAC (digital-to-audio conversion), 136 DDoS (distributed denial of service), 96 DDR (double data-rate), 22 default disabled administrator account, 172 Defrag, 160 Defragment Now command, 160 DEL command, 42 Denial of service (DoS), 96 device driver problems, 167 Device Manager, 163 DHCP (Dynamic Host Configuration Protocol), 182 digital-to-audio conversion (DAC), 136 Digital Video Interface (DVI), 32 digitizers, 64 DIMMs, 9, 24 DIR command, 42, 151-152 DirectX, 49 disk management tools, 160-162 displays display adapter ports, 32 resolutions, 27-28 disposal of computer components, 103 distracters, 114 distributed denial of service (DDoS), 96 distributions (Linux), 37 DNS, 89 DNS poisoning, 96 docking stations, 58 DoS (Denial of Service), 96 dot-matrix printers cleaning, 149-150 print process, 66 double data-rate (DDR), 22 DRAM (dynamic RAM), 21-22 drivers, printer drivers, 67, 165

following packets

drives BD drives, 2 cables, 3 CD drives, 2 DVD drives, 2 floppy drives, 1-2 HDDs (hard disk drives), 1 formatting, 51 laptop hard drives, troubleshooting, 142 partitioning, 50-51 interfaces, 3 mapping, 156 network drives, 3 solid-state drives, 2 tape drives, 2 Droid, 37 DVD drives, 2 DVI (Digital Video Interface), 32 DVI ports, 32 Dvorak keyboards, 137 dxdiag utility, 49 Dynamic Host Configuration Protocol (DHCP), 182 dynamic RAM (DRAM), 21-22

E /E switch (xcopy command), 152 ECC (error correction code), 22 EDIT command, 42 EDO (extended data output), 22 EEPROM (erasable programmable read-only memory), 23 EISA (Extended ISA), 8, 117 electrostatic discharge (ESD), 103 elimination, process of, 114 emergency repair disks (ERDs), 54, 172 encryption, 189 environmental procedures disposal of computer components, 103

electrostatic discharge (ESD), 103 fire safety, 101-102 hazards, 101 material safety data sheets (MSDS), 102 study resources, 104 tools, 102-103 erasable programmable read-only memory (EEPROM), 23 ERDs (emergency repair disks), 54, 172 error correction code (ECC), 22 errors ECC (error correction code), 22 invalid boot disk, 168-169 not enough HDD space, 168 operating system not found, 168 printer error codes, 146 program not found in Registry, 169 Service Failed to Start, 169 eSATA controller cards, installing, 119-120 ESD (electrostatic discharge), 103 Ethernet, 84 Ethernet NICs, 61 physical layer, 85 Event Viewer, 169 exam day, 195 after the exam, 114, 195 before the exam, 113, 195 during the exam, 195 scores, 113 test-taking tips, 113-114 exam review day brain dumps, 193-194 cheat sheet study technique, 111 good answers versus correct answers, 194 practice exams, 111 practice questions, writing, 194 study sheets, 194 synonyms, 193

199

expansion cards PCI Express cards, 57-58 PCMCIA cards, 57-58 expansion slots, 7-8 extended data output (EDO), 22 Extended ISA (EISA), 8, 117 extended partitions, 50

F /F switch (xcopy command), 152 fans, installing, 125 fast page memory (FPM), 22 FAT (File Allocation Table), 51 FAT32, 51 FDDI, 84 FDDs (floppy disk drives), 1-2 File Allocation Table (FAT), 51 file attributes, 171-172 file extension associations, 171 file sharing, 92 File Transfer Protocol (FTP), 89, 179 filtering packet filtering, 189 proxy filters, 189 fire extinguishers, 101-102 fire safety, 101-102 firewalls, 98, 189 FireWire, 8, 33 firmware, printer firmware, 146 fixed-input power supplies, 62 flash drives, 103 flash memory, 144-145 floppy drives, 1-2, 116 /flushdns switch (ipconfig command), 154 folders shared folders, 156 system folders, 155-156 following packets, 177-178

200

form factors (motherboards)

form factors (motherboards), 5-6 format command, 153 formatting HDDs (hard disk drives), 51 FPM (fast page memory), 22 front-side bus (FSB), 133 /FS switch (format command), 153 FSB (front-side bus), 133 FTP (File Transfer Protocol), 89, 179 full duplex, 81 function keys, 64

G /G switch (xcopy command), 152 garbage characters in printouts, troubleshooting, 147 Genius Bar, 108 ghost images in printouts, troubleshooting, 147 good answers versus correct answers, 194 greater than symbol (>), 43 GSM, 60 GUIs, 40

H /H switch (xcopy command), 152 hackers, 95 half duplex, 81 hard disk drives (HDDs), 1 formatting, 51 laptop hard drives, troubleshooting, 142 partitioning, 50-51 hardware compatibility list (HCL), 50 hazards, 101 HCL (hardware compatibility list), 50 HDDs (hard disk drives), 1 formatting, 51 partitioning, 50-51

HDMI (High-Definition Multimedia Interface), 32 heat sinks installing, 125 troubleshooting, 138 HELP command, 42 hemostats, 127 hex drivers, 103 High-Definition Multimedia Interface (HDMI), 32 HKEY_CLASSES_ROOT, 155 HKEY_CURRENT_ CONFIG, 155 HKEY_CURRENT_USER, 155 HKEY_LOCAL_MACHINE, 155 HKEY_USERS, 155 host defense, 184 hot swappable, 3, 143-144 HTML, 89 HTTP, 89 HTTPS, 89 hyperthreading, 16

I IC (integrated circuit) puller, 127 ICMP, 89 IDF (intermediate distribution facility), 91 ifconfig command, 38 IMAP (Internet Message Access Protocol), 89, 178 impact printers, 66 index settings, 170 Industry Standard Architecture (ISA), 117 infrared (IrDA) communications, 60 inkjet printers cleaning, 149 inkjet-printing process, 65 troubleshooting, 147-148 input devices, 28

installing adapter cards, 124-125 controller cards eSATA controller cards, 119-120 RAID controller cards, 119 cooling systems, 125 floppy drives, 116 memory, 124 motherboards, 116-117 BIOS, 118 D plugs, 117-118 legacy expansion slots, 117 operating systems clean installs, 52 hard drive formatting, 51 hard drive partitioning, 50-51 PATA (Parallel Advanced Technology Attachment) drives drives, 116 power supplies, 118-119 processors, 123 SATA (Serial Advanced Technology Attachment) drives, 115 integrated circuit (IC) puller, 127 integrated services router (ISR), 175 interfaces, 3 intermediate distribution facility (IDF), 91 Internet connections, 181-182 Internet Message Access Protocol (IMAP), 89, 178 Internet Protocol (IP), 82, 89 Internet service providers (ISPs), 181 interrupt requests (IRQs), 16-17 invalid boot disk (error message), 168-169 IOS, 38 IP (Internet Protocol), 82-83, 89 ipconfig command, 153-154, 175-176, 182

memory

ipconfig utility, 47-48 IPv4, 83 IPv6, 83 IPX/SPX, 90 IrDA (infrared) communications, 60 IRQs (interrupt requests), 16-17 ISA (Industry Standard Architecture), 117 ISA adapter cards, 8 ISDN, 182 ISPs (Internet service providers), 181 ISR (integrated services router), 175

J-K jargon, avoiding, 107-108 /K switch (xcopy command), 152 keyboards, 28 laptop keyboards, 75 troubleshooting, 137-138 keys, 189

L language packs, 161 LANs (local-area networks), 79 laptops, 73 Advanced Configuration and Power Management (ACPI), 63 batteries, 62-63 Bluetooth devices, 59-60 cellular WANs, 60-61 cleaning, 73 digitizers, 64 docking stations, 58 Ethernet NICs, 61 function keys, 64 future of, 57 hot-swappable versus notswappable devices, 143-144

IrDA (infrared) communications, 60 memory/speed measurements, 144-145 modems, 61 networking, 143 PCI Express cards, 57-58 PCMCIA cards, 57-58 pointing devices, 64 power supplies, 62 projectors, 59 repairing/replacing components, 145 troubleshooting common problems, 73-74 hard drives, 142 keyboards, 75 LCDs (liquid crystal displays), 141-142 peripherals, 75 video, 76 video ports, 74 WiFi, 76 wireless cards, 75 video RAM, 143 laser printers cleaning, 149 laser-printing process, 65 troubleshooting, 147 last known good configuration, 167 layered PC model, 35-36 LCDs (liquid crystal displays), troubleshooting, 141-142 LED colors, 136 legacy expansion slots, 117 Li-ion (lithium-ion) batteries, 62 libraries, 45-46 lines in printouts, troubleshooting, 147 Linux, 37-39 LiPo (lithium-ion polymer) batteries, 62 lithium-ion (Li-ion) batteries, 62 lithium-ion polymer (LiPo) batteries, 62

201

LLF (low-level formatting), 51 local-area networks (LANs), 79 local printers, 66 logical memory, 53 logical topologies, 83-84 loopback testers, 103 low-level formatting (LLF), 51 LPX motherboards, 6 ls command, 38

M MAC addresses, 81, 182 magnetic tape drives, 2 mail protocol settings FTP (File Transfer Protocol), 179 IMAP (Internet Message Access Protocol), 178 POP3 (Post Office Protocol v3), 179 SMTP (Simple Mail Transfer Protocol), 178 maintenance toolkits, 127 malware, 187-188 man-in-the-middle attacks, 96 managing print jobs, 76 mapping drives, 156 material safety data sheets (MSDS), 102 MCA (Micro Channel Architecture), 8, 117 MD command, 42 MD5 (message digest algorithm 5), 189 memory, 21 EEPROM, 23 installing, 124 logical memory, 53 memory dumps, 71 memory slots, 9, 23-24 NVRAM, 2, 23 printer RAM, 146 processors and RAM, 132 RAM, 21-22 ROM, 23 speed, 22, 144-145

202

memory

troubleshooting, 135 video RAM, 143 virtual memory, 172 virtual RAM, 23 memory slots, 23-24 message digest algorithm 5 (MD5), 189 Micro ATX motherboards, 6 Micro Channel Architecture (MCA), 8, 117 MICRODIMMs, 9, 24 Microsoft Windows. See Windows Mini ATX motherboards, 6 Mini LPX motherboards, 6 mirroring, 11 MKDIR command, 42 mock testing software, 111 modem cards, 30 modems, 8, 61 monitors display adapter ports, 32 LCDs (liquid crystal displays), 141-142 resolutions, 27-28 troubleshooting, 135-136 motherboards adapter card interfaces, 7-8 expansion slots, 7-8 form factors, 5-6 installing, 116-117 BIOS, 118 D plugs, 117-118 legacy expansion slots, 117 map of, 6-7 memory slots, 9 troubleshooting, 129 mouse devices, 28 msconfig command, 48-49, 171 MSDS (material safety data sheets), 102 msinfo32 utility, 49 multicasting, 81 multicore, 40, 132 multiprocessing, 40 multitasking, 40 multithreading, 40

multiuser, 40 My Computer, 46

N near letter quality (NLQ), 66 net view command, 176 NetBEUI, 90 NetBIOS, 90 network defense, 183-184 network interface cards (NICs), 8, 30, 61 network operating systems (NOSs), 39 networks, 79 address classes, 82 architecture, 84-85 Bluetooth, 85 cables, 33, 91-92 client/server networks, 84 drives, 3 Ethernet, 85 file sharing, 92 full duplex, 81 half duplex, 81 IP addresses, 82-83 LANs (local-area networks), 79 MAC addresses, 81 multicasting, 81 network cables, 33 network printers, 66 networking with laptops, 143 OSI (Open Systems Interconnection) model, 80-81 peer-to-peer networks, 84 ports, 91 protocols. See specific protocols simplex, 81 SOHO (small office home office) networks, 181 configuring, 182-183 host defense, 184 Internet connections, 181-182 network defense, 183-184 study resources, 185 user education, 184-185 standards organizations, 90 subnets, 82

topologies logical topologies, 83-84 physical topologies, 83 troubleshooting, 175 with arp -a, 176 FTP (File Transfer Protocol), 179 IMAP (Internet Message Access Protocol), 178 with ipconfig /all, 175-176 with net view, 176 with nslookup, 176 packets, following, 177-178 physical layer, 175-177 POP3 (Post Office Protocol v3), 179 SMTP (Simple Mail Transfer Protocol), 178 study resources, 180 TCP/IP, 176 WANs (wide-area networks), 60-61, 79 WiFi, 85 WLANs (wireless LANs), 79 Newegg, 185 NiCd (nickel-cadmium) batteries, 62 nickel-cadmium (NiCd) batteries, 62 nickel-metal hydride (NiMH) batteries, 62 NICs (network interface cards), 8, 30, 61 NiHM (nickel-metal hydride) batteries, 62 NLQ (near letter quality), 66 NLX motherboards, 6 nonvolatile RAM (NVRAM), 2, 23 northbridge, 7 NOSs (network operating systems), 39 not enough HDD space (error message), 168 nslookup command, 176 NTBACKUP, 160 NTFS, 51 Num Lock key, 137 NVRAM (nonvolatile RAM), 2, 23

performance optimization (Windows)

O /O switch dir command, 152 xcopy command, 152 /OD switch (dir command), 152 /OE switch (dir command), 152 /OG switch (dir command), 152 /ON switch (dir command), 152 online practice exams, 111 Open Systems Interconnection (OSI) model, 80-81 operating system not found (error message), 168 operating systems Apple OS X, 36, 39 boot options booting to restore points, 53-54 compatibility mode, 53 Safe mode, 53 virtual real mode, 52 CLIs command prompt commands, 41-43 command-line syntax, 40-41 command-line utilities ipconfig, 47-48 ping, 47 telnet, 47 commands. See specific commands GUIs, 40 hardware compatibility list (HCL), 50 installation clean installs, 52 hard drive formatting, 51 hard drive partitioning, 50-51 layered PC model, 35-36 Linux, 37-38 logical memory, 53 multicore, 40 multiprocessing, 40 multitasking, 40 multithreading, 40 multiuser, 40 NOSs (network operating systems), 39

recovery Automated System Recovery (ASR), 54 emergency repair disk (ERD), 54 Recovery Console, 55 run-line utilities dxdiag, 49 msconfig, 48-49 msinfo32, 49 regedit, 49-50 system requirements, 38-39 troubleshooting Aero settings, 169-170 application issues, 167 auto-restart errors, 166 automated system recovery (ASR), 172 background processes, 171 bluescreen errors, 166 boot errors, 168-169 default disabled administrator account, 172 device driver problems, 167 emergency repair disks (ERDs), 172 file attributes, 171-172 file extension associations, 171 index settings, 170 last known good configuration, 167 with msconfig, 171 printing problems, 165-166 services, 167 Sidebar settings, 170 startup errors, 169 startup maintenance, 170 study resources, 173 system lockups, 166 UAC (User Account Control), 170 virtual memory, 172 user permissions, 43 Windows user interface Control Panel, 46 libraries, 45-46 My Computer, 46 Windows. See Windows

203

optical drives, 2 optical mouse, 28 /OS switch (dir command), 152 OS X, 36, 39 OSI (Open Systems Interconnection) model, 80-81 OSs. See operating systems output devices, 28

P /P switch (dir command), 152 packets filtering, 189 following, 177-178 paint brushes, 103 paper jams, 146 Parallel Advanced Technology Attachment (PATA) drives, 1, 116 parallel ports, 8, 31-32 parity, 11, 22 part retrievers, 103 partitioning HDDs (hard disk drives), 50-51 password policies, 99 PATA (Parallel Advanced Technology Attachment) drives, 1, 116 PC repair toolkits, 127 PCI cards, 7, 29 PCI Express cards, 57-58 PCI extended (PCIX), 117 PCIe cards, 8, 29 PCIX (PCI extended), 117 PCMCIA cards, 57-58 peer-to-peer networks, 84 performance optimization (Windows) Aero settings, 169-170 background processes, 171 index settings, 170 Sidebar settings, 170 startup maintenance, 170 UAC (User Account Control), 170

204

peripherals

peripherals keyboards, 28 mouse devices, 28 touchpads, 28 troubleshooting, 75 permissions, 43, 160-161 phishing, 96 physical layer, 85, 175-177 physical topologies, 83 ping utility, 47, 154 plain old telephone system (POTS), 181 point sticks, 64 pointing devices, 64 POP (Post Office Protocol), 89 POP3 (Post Office Protocol v3), 179 port testers, 103 ports, 30, 91 DVI ports, 32 HDMI ports, 32 parallel ports, 8, 31-32 PS/2 ports, 31 serial ports, 8, 31 USB ports, 30-31 VGA ports, 32 video ports, 74 POST (power-on self-test), 135 Post Office Protocol (POP), 89 Post Office Protocol v3 (POP3), 179 POTS (plain old telephone system), 181 power supplies autoswitching power supplies, 62 fixed-input power supplies, 62 installing, 118-119 testing, 10, 129-130 uninterruptible power supply (UPS), 11 voltages, 9-10 power-on self-test (POST), 135 practice exams, 111 practice questions, writing, 194

PRI (primary rate) ISDN, 182 primary partitions, 50 primary rate ISDN, 182 PRINT command, 42 print jobs, managing, 76 Print Spooler service, 165 printers cleaning dot-matrix printers, 149-150 inkjet printers, 149 laser printers, 149 consumables, 67 dot-matrix printers, 66 drivers, 67 inkjet printers, 65 laser printers, 65 local versus network printers, 66 paper problems, troubleshooting, 148 print jobs, managing, 76 thermal printers, 66 troubleshooting, 145, 165-166 blank paper, 146 common problems, 76 error codes, 146 firmware, 146 garbage characters, 147 ghost images, 147 inkjet printers, 147-148 laser printers, 147 lines and smearing, 147 paper jams, 146 paper problems, 148 print jobs, 76 RAM, 146 toner cartridges, 148 private keys, 189 processors, 13 32-bit versus 64-bit processing, 131-132 architecture, 131 cache, 16, 132 core, 16 front-side bus (FSB), 133 hyperthreading, 16 installing, 123 Legos analogy, 132

multicore processors, 132 RAM, 132 Reduced Instruction Set Computing (RISC), 15 socket and slot specifications, 13-15 sockets, 132 study resources, 133 professional advice, 106 professionalism customer support, 105-106 difficult scenarios, 106-107 jargon, avoiding, 107-108 professional advice, 106 service level agreements (SLAs), 106 study resources, 108 Program Not Found in the Registry (error message), 169 projectors, 59 protocols, table of, 89-90. See also specific protocols proxy filters, 189 PS/2 ports, 31 public keys, 189

Q-R /Q switch (format command), 153 question mark (?), 42 QWERTY keyboards, 137 /R switch (xcopy command), 152 radio frequency identification (RFID) tags, 99 RAID (redundant array of independent discs) adapter cards, 8, 11 controller cards, 119 RAID 0, 11 RAID 1, 11 RAID 5, 11 RAM. See memory RAMBUS dynamic RAM (RDRAM), 9, 24 RD command, 42

security

RDRAM (RAMBUS dynamic RAM), 9, 24 read the doggone question (RTDQ), 113-114 recovery Automated System Recovery (ASR), 54 emergency repair disk (ERD), 54 Recovery Console, 55 Recovery Console, 55 Reduced Instruction Set Computing (RISC), 15 redundant array of independent discs. See RAID regedit utility, 49-50 REGEDIT.EXE, 154 REGEDT32.EXE, 154 regional settings, 161 Registry, 49, 154-155 Registry Editor, 49-50 /release option (ipconfig), 48, 153, 176 Remote Assistance, 161 Remote Desktop Connection, 161 RENAME command, 42 /renew option (ipconfig), 48, 154, 176 repairing laptop components, 145 replacing laptop components, 145 replay attacks, 96 resolutions, 27-28 restore points, booting to, 53-54 review day. See exam review day RFID (radio frequency identification) tags, 99 RIP, 90 RISC (Reduced Instruction Set Computing), 15 RMDIR command, 42 ROM, 23 RTDG (read the doggone question), 113-114

run-line utilities dxdiag, 49 msconfig, 48-49 msinfo32, 49 regedit, 49-50

S /S switch attrib command, 153 dir command, 152 S-Video, 32 S/PDIF (Sony/Phillips Digital Interconnect Format), 136 Safe mode, 53 safety, 128 disposal of computer components, 103 electrostatic discharge (ESD), 103 fire safety, 101-102 hazards, 101 material safety data sheets (MSDS), 102 study resources, 104 tools, 102-103 SATA (Serial Advanced Technology Attachment) drives, 115 satellite Internet connections, 182 scenario-based communication customer support, 105-106 difficult scenarios, 106-107 jargon, avoiding, 107-108 professional advice, 106 service level agreements (SLAs), 106 study resources, 108 scenario-based safety and environmental procedures disposal of computer components, 103 electrostatic discharge (ESD), 103 fire safety, 101-102 hazards, 101 material safety data sheets (MSDS), 102

205

study resources, 104 tools, 102-103 scenario-based security antivirus software, 187 authentication, 190 BIOS, 190 encryption, 189 firewalls, 189 malware, 187-188 message digest algorithm 5 (MD5), 189 Secure Hash Algorithm (SHA), 189 study resources, 192 VPN (virtual private networking), 190 scenario-based laptop troubleshooting hard drives, 142 hot-swappable versus notswappable devices, 143-144 LCDs (liquid crystal displays), 141-142 memory/speed measurements, 144-145 networking, 143 repairing/replacing components, 145 video RAM, 143 scores, 113 screwdrivers, 127 SCSI (Small Computer System Interface) cables, 8, 33 SDRAM (synchronous DRAM), 22 Secure Hash Algorithm (SHA), 189 security, 95 antivirus software, 98 firewalls, 98 password policies, 99 scenario-based security antivirus software, 187 authentication, 190 BIOS, 190 firewalls, 189 malware, 187-188 message digest algorithm 5 (MD5), 189 Secure Hash Algorithm (SHA), 189

206

security

study resources, 192 VPN (virtual private networking), 190 SOHO (small office home office) networks host defense, 184 network defense, 183-184 user education, 184-185 spyware removal, 98 threats, 95-96 Trojans, 96 troubleshooting, 99 user training, 99 WiFi security, 97-98 Serial Advanced Technology Attachment (SATA) drives, 115 serial ports, 8, 31 Service Failed to Start (error message), 169 service level agreements (SLAs), 106 service set identifiers (SSIDs), 183 services Print Spooler service, 165 troubleshooting, 167 SHA (Secure Hash Algorithm), 189 shared folders, 156 sharing files, 92 Sidebar settings, 170 SIMMs, 9, 24 Simple Mail Transfer Protocol (SMTP), 89, 178 simplex, 81 SLAs (service level agreements), 106 slots, 13-15 Small Computer System Interface (SCSI) cables, 33 small office home office (SOHO) networks. See SOHO networks Small outline DIMM (SoDIMM), 9, 24 smearing in printouts, troubleshooting, 147 SMTP (Simple Mail Transfer Protocol), 89, 178 sockets, 13-15, 132

SoDIMM (Small outline DIMM), 9, 24 software antivirus software, 98, 187 firewalls, 189 malware, 187-188 spyware removal, 98 SOHO (small office home office) networks configuring, 182-183 host defense, 184 Internet connections, 181-182 network defense, 183-184 study resources, 185 user education, 184-185 solid-state drives, 2 Sony/Phillips Digital Interconnect Format (S/PDIF), 136 sound audio cables, 33 sound cards, 8, 29 troubleshooting, 136-137 sound cards, 8, 29 SPA (WiFi Protected Access), 182-183 speed (memory), 22, 144-145 spoofing, 96 spyware removal, 98 SRAM (synchronous RAM), 21-22 SSH, 90 SSIDs (service set identifiers), 183 standards organizations, 90 startup errors, 169 startup maintenance, 170 stateful packet inspection, 189 storage, 1, 115 BD drives, 2 cables, 3 CD drives, 2 DVD drives, 2 floppy drives, 1-2, 116 HDDs (hard disk drives), 1 formatting, 51 laptop hard drives, troubleshooting, 142 partitioning, 50-51 interfaces, 3

network drives, 3 NVRAM, 2 PATA (Parallel Advanced Technology Attachment) drives, 116 SATA (Serial Advanced Technology Attachment) drives, 115 solid-state drives, 2 tape drives, 2 troubleshooting, 128-129 striping, 11 study resources, 164 study sheets, 194 styluses, 64 subnets, 82 sudo command, 38 SYN flood, 96 synchronous DRAM (SDRAM), 22 synchronous RAM (SRAM), 21-22 synonyms, 193 System Configuration utility, 48-49 system folders, 155-156 System Information, 163 system lockups, 166 System Monitor, 162 system resources, 16-17 System Restore, 163 system utilities, 159 Administrative Tools, 159 CHKDSK, 160 Defrag, 160 Device Manager, 163 disk management utilities, 162 language packs, 161 NTBACKUP, 160 permissions, 160-161 regional settings, 161 Remote Assistance, 161 Remote Desktop Connection, 161 study resources, 164 System Information, 163 System Monitor, 162 System Restore, 163 Task Manager, 162 Task Scheduler, 163-164

UDP (User Datagram Protocol)

T -Tl switch (ping command), 154 tape drives, 2 Task Manager, 162 Task Scheduler, 163-164 TCP, 89 TCP/IP, 176 Telnet, 90 telnet utility, 47 terminology, 193 test-taking tips, 113-114 testing power supplies, 10, 129-130 thermal printers, 66 Tigerdirect.com, 127 Token Ring, 84 toner cartridges, troubleshooting, 148 toolkits, 127 tools. See specific tools topologies logical topologies, 83-84 physical topologies, 83 torx drivers, 103 touchpads, 28, 64 TPM (Trusted Platform Module), 190 track points, 64 trackballs, 28 Trojans, 96, 188 troubleshooting audio, 136-137 cooling systems, 138 keyboards, 137-138 laptops, 73 common problems, 73-74 hard drives, 142 hot-swappable versus not-swappable devices, 143-144 keyboards, 75 LCDs (liquid crystal displays), 141-142 memory/speed measurements, 144-145 networking, 143 peripherals, 75

repairing/replacing components, 145 video, 76 video RAM, 143 WiFi, 76 wireless cards, 75 memory, 71, 135 monitors, 135-136 motherboards, 129 networks, 175 with arp -a, 176 FTP (File Transfer Protocol), 179 IMAP (Internet Message Access Protocol), 178 with ipconfig /all, 175-176 with net view, 176 with nslookup, 176 packets, following, 177-178 physical layer, 175-177 POP3 (Post Office Protocol v3), 179 SMTP (Simple Mail Transfer Protocol), 178 study resources, 180 TCP/IP, 176 operating systems Aero settings, 169-170 application issues, 167 auto-restart errors, 166 automated system recovery (ASR), 172 background processes, 171 bluescreen errors, 166 boot errors, 168-169 default disabled administrator account, 172 device driver problems, 167 emergency repair disks (ERDs), 172 file attributes, 171-172 file extension associations, 171 index settings, 170 last known good configuration, 167 printing problems, 165-166 services, 167 Sidebar settings, 170 startup errors, 169 startup maintenance, 170

207

study resources, 173 system lockups, 166 UAC (User Account Control), 170 virtual memory, 172 with msconfig, 171 power supplies, 129-130 printers, 145 blank paper, 146 common problems, 76 error codes, 146 firmware, 146 garbage characters, 147 ghost images, 147 inkjet printers, 147-148 laser printers, 147 lines and smearing, 147 paper jams, 146 paper problems, 148 print jobs, 76 RAM, 146 toner cartridges, 148 processors 32-bit versus 64-bit processing, 131-132 architecture, 131 cache, 132 front-side bus (FSB), 133 multicore processors, 132 RAM, 132 sockets, 132 study resources, 133 security, 99 step-by-step approach, 69 storage, 128-129 tips and best practices, 70-71 Trusted Platform Module (TPM), 190 TV tuner cards, 29 TYPE command, 43

U /U switch (xcopy command), 152 UAC (User Account Control), 170 Ubuntu, 37-39 UDP (User Datagram Protocol), 90, 178

208

uninterruptible power supply (UPS)

uninterruptible power supply (UPS), 11 unshielded twisted pair (UTP), 91 UPS (uninterruptible power supply), 11 USB ports, 8, 30-31 User Account Control (UAC), 170 User Datagram Protocol (UDP), 90, 178 user interface (Windows) Control Panel, 46 libraries, 45-46 My Computer, 46 users permissions, 43 training, 99, 184-185 utilities. See specific utilities UTP (unshielded twisted pair), 91

V /V switch format command, 153 xcopy command, 152 VESA (Video Electronics Standards Association), 117 VGA (Video Graphics Array), 32 video display adapter ports, 32 laptop video, troubleshooting, 76 resolutions, 27-28 video adapter cards, 8 Video Electronics Standards Association (VESA), 117 Video Graphics Array (VGA), 32 video ports, 74 video RAM, 143 virtual memory, 172 virtual private networking (VPN), 190 virtual RAM, 23 virtual real mode, 52 viruses, 188 VoIP, 90

voltages, 9-10 VPN (virtual private networking), 190

W-X-Y-Z /W switch (dir command), 152 WANs (wide-area networks), 60-61, 79 WEP (Wired Equivalent Privacy), 182-183 wide-area networks (WANs), 60-61, 79 WiFi, 84 physical layer, 85 troubleshooting, 76 WiFi Protected Access (WPA), 182-183 WiFi security, 97-98 Windows, 36-37 Accessibility Options, 156 Aero settings, 169-170 application issues, 167 auto-restart errors, 166 background processes, 171 bluescreen errors, 166 boot errors invalid boot disk, 168-169 not enough HDD space, 168 operating system not found, 168 boot options, 51-53 booting to restore points, 53-54 compatibility mode, 53 Safe mode, 53 virtual real mode, 52 command-line utilities ipconfig, 47-48 ping, 47 telnet, 47 commands. See specific commands default disabled administrator account, 172 device driver problems, 167 file attributes, 171-172 file extension associations, 171 hardware compatibility list (HCL), 50

index settings, 170 installation clean installs, 52 hard drive formatting, 51 hard drive partitioning, 50-51 last known good configuration, 167 logical memory, 53 mapped drives, 156 msconfig command, 171 printing problems, 165-166 recovery Automated System Recovery (ASR), 54 emergency repair disk (ERD), 54 Recovery Console, 55 Registry, 154-155 run-line utilities dxdiag, 49 msconfig, 48-49 msinfo32, 49 regedit, 49-50 services, 167 shared folders, 156 Sidebar settings, 170 startup errors, 169 startup maintenance, 170 system folders, 155-156 system lockups, 166 system requirements, 39 UAC (User Account Control), 170 user interface Control Panel, 46 libraries, 45-46 My Computer, 46 virtual memory, 172 Wired Equivalent Privacy (WEP), 182-183 wireless cards, 75 wireless keyboards, 137 wireless LANs (WLANs), 79, 175 wireless NIC adapter cards, 8 WLANs (wireless LANs), 79, 175 worms, 96, 188 WPA2, 183 writing practice questions, 194 XCOPY command, 42, 152

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