CompTIA A+ Essentials

CompTIA A+ Essentials
220-1001 (Core 1) + 220-1002 (Core 2)

Course Outline (Slide 1 of 2)
• Supporting Operating Systems
• Installing and Configuring PC Components
• Installing, Configuring, and Troubleshooting Display and Multimedia Devices
• Installing, Configuring, and Troubleshooting Storage Devices
• Installing, Configuring, and Troubleshooting Internal System Components
• Installing, Configuring, and Maintaining Operating Systems
• Maintaining and Troubleshooting Microsoft Windows
• Network Infrastructure Concepts
• Configuring and Troubleshooting Networks
Copyright (c) 2018 CompTIA Properties, LLC. All Rights Reserved. | CompTIA.org 1
Course Outline (Slide 2 of 2)
• Managing Users, Workstations, and Shared Resources
• Implementing Client Virtualization and Cloud Computing
• Security Concepts
• Securing Workstations and Data
• Troubleshooting Workstation Security Issues
• Supporting and Troubleshooting Laptops
• Supporting and Troubleshooting Mobile Devices
• Installing, Configuring, and Troubleshooting Print Devices
• Implementing Operational Procedures
Supporting Operating Systems
Supporting Operating Systems
• Identify Common Operating Systems

• Use Windows Features and Tools
• Manage Files in Windows
• Manage Disks in Windows
• Manage Devices in Windows
Topic A: Identify Common Operating Systems
Exam Objectives::
• 1002-1.1 Compare and contrast common operating system types and
their purposes.
• 1002-1.2 Compare and contrast features of Microsoft Windows versions.
What Is an Operating System?
Operating system: A software package that enables a PC to
function by performing tasks such as recognizing keyboard input,
sending output to a monitor, and controlling peripherals.
• Enables hardware, software, and users to communicate.

• Handles basic system functions:
• Hardware interfaces
• Input/output
• Consists of core files (kernel), device drivers, and programs.
• Command-line interface or GUI.
• Desktop styles are a big part of customer preference for one OS or OS version
over another.
OS Types
Market Section Description

Business client OS designed to work as a client on business networks.
NOS OS designed to run on servers on business networks.

OS designed to work on standalone or workgroup PCs in a home or small office
Home client
environment.
OS designed to work with a handheld portable device. For this section, the OSs
Cell phone/Tablet
must have a touch-operated interface.
Compatibility Issues
• Running applications on different operating systems is not always a solution.

• Developers create platform-specific versions of apps.
• OS updates are affected by compatibility issues.
• New code in an OS might cause an app or device driver to stop working.
• Extensive testing before adoption in some business environments.
• Web apps partially mitigate the OS update concerns.
• Different OSs might communicate over a network differently.
• Common network protocols must be supported for global communication.
Microsoft Windows
Microsoft Windows: A GUI-based OS for home and business
users that has been developed into client and server versions.
Shell: An OS component that interacts directly with users and
functions as the command interpreter for operating systems.
• Dominant OS for commercial PCs.
• Different versions provide different features or user interface elements.
• Interface components for:
• General use.
• Technical configuration.
• Troubleshooting.
• The desktop is the top level of the interface.
• Can contain icons for opening apps and data files.
• Contains app launch and control tools (Start Menu/Screen and the taskbar).
Microsoft Windows Versions (Slide 1 of 3)
• Windows 10
• Current version
• Combines legacy and touch-
enabled controls
• Start button
• Feature updates
• Quality updates
• Windows 10 Mobile
• Consistent user interface and code
base for all devices.
• Ships on Windows 10 Mobile smart-
phones and Surface tablets.
• Windows 8/8.1
• First version to support touch-
screens.
• Start Screen and charms.
• Windows 7
• Start Menu interface
• Windows Vista
• Windows XP
• No longer supported
Windows Editions
• Editions for different markets

• Windows 7 editions:
• Starter
• Home Basic
• Home Premium
• Professional
• Enterprise
• Ultimate
• Windows 10 editions:
• Home
• Pro
• Enterprise
• Education
Windows in the Corporate World
Domain network: A group of computers which share a common

accounts database, referred to as the directory.
• Ability to join a domain

• BitLocker
• EFS
• BranchCache
Windows for Personal Use
Windows Media Center: An obsolete program included with

Windows Vista and Windows 7 that included a broadcast TV
schedule that allowed computers equipped with a TV tuner card to
view and record TV programs. It also acted as a playback interface
for optical discs.
• Media Center:
• Windows 7 Home Premium, Professional, Enterprise, and Ultimate.
• Paid add-on in Windows 8.
• Discontinued in Windows 10.
• DVD player available from Microsoft.
• For playing commercial Blu-ray discs, you’ll need third-party software.
32-Bit and 64-Bit Windows
• All versions and editions are available as 32-bit or 64-bit software.

• 64-bit Windows can usually run 32-bit apps.
• 32-bit Windows can’t run 64-bit apps.
• 64-bit Windows requires 64-bit device drivers signed by Microsoft.
• If no 64-bit driver is available, the hardware can’t be used on a 64-bit Windows
installation.
Windows System Limits (Slide 1 of 3)
Windows 10 Windows 10 Windows 10 Windows 10

Feature
Home Pro Education Enterprise
SMP (Multiple
No 2-way 2-way 2-way
CPUs)
Multicore
Yes Yes Yes Yes
processors
32-bit memory 4 GB 4 GB 4 GB 4 GB
64-bit memory 128 GB 2 TB 2 TB 6 TB
Windows 8 Windows 8 Windows 8

Feature
Core Pro Enterprise
SMP (Multiple
No 2-way 2-way
CPUs)
Multicore
Yes Yes Yes
processors
32-bit memory 4 GB 4 GB 4 GB
64-bit memory 128 GB 512 GB 512 GB
Windows 7 Windows 7 Windows 7

Windows 7 Windows 7
Feature Home Home Professiona
Enterprise Ultimate
Basic Premium l
64-bit Yes Yes Yes Yes Yes
SMP (Multiple
No No 2-way 2-way 2-way
CPUs)
Multicore
Yes Yes Yes Yes Yes
processors
32-bit memory 4 GB 4 GB 4 GB 4 GB 4 GB
64-bit memory 8 GB 16 GB 192 GB 192 GB 192 GB
OS Lifecycles
End of life system: A system that is no longer supported by the

developer or vendor.
• No more security updates.

• Critical vulnerability for active systems.
• Windows support lifecycle policy:
• 5 years mainstream support per version.
• 5 years extended support per version.
• Dependent on Service Pack applications.
• For Windows 10 feature updates, 18 or 30 months depending on edition.
• Always verify hardware compatibility before installing or upgrading an OS.
Apple Operating Systems (Slide 1 of 2)
• Apple Mac OS, OS X, and macOS.

• Available only on
Apple-built computers.
• Stable.
• Less extra hardware
available.
• Kernel is based on UNIX.
• Update limitations
for new versions
(support.apple.com).
• No end of life.
Apple Operating Systems (Slide 2 of 2)
• Apple iOS.
• iPhone and iPad.
• Closed source OS based on UNIX.
• Not compatible with macOS.
• Touch interface.
• Fingers or stylus.
• Gestures.
• Update limitations
for new versions
(support.apple.com).
• No end of life.
UNIX-Based Operating Systems (Slide 1 of 2)
UNIX: Family of OSs typically running mission critical applications
and infrastructure.
Linux: An open-source operating system supported by a wide
range of hardware and software vendors.
• UNIX is portable to different hardware platforms.
• Several versions/flavors of UNIX.
• Often not compatible.
• Not always open source.
• Linux was designed to be open source.
• Many distributions/distros of Linux.
UNIX-Based Operating Systems (Slide 2 of 2)
Chrome OS: Proprietary OS developed by Google.

Android: Open-source OS used on smart phones and tablets.
• Chrome OS.
• Derived from Linux and Chromium.
• Proprietary.
• Developed by Google for Chromebook and Chromebox.
• Focus is on web apps.
• Android.
• Derived from Linux.
• Open source.
• Developed by mobile device manufacturers for
smart phones and tablets.
• Versions named after sweets.
Activity
Discussing OS Types
Activity 1-1: Discussing OS Types
• You receive a call from a customer who is confused after upgrading his
Windows 7 Home Premium edition computer to Windows 10. The user
cannot find the All Programs menu. What should you advise?
• ANSWER:
• Users often need assistance when an OS version changes the desktop style or user
interface. In Windows 10, the Start Menu and the All Programs submenu have been
replaced by the Start Screen. The user can scroll in the Start Screen or use Instant
Search to find any app. To use Instant Search, press the Windows key and type the
app name.
• In terms of system hardware, what is the main advantage of a 64-bit

version of Windows?
• ANSWER:
• Support for more than 4 GB RAM.
• You are advising a customer whose business is expanding. The business owner needs to
provision an additional 30 desktop computers, some of which will be installed at a second
office location. The business is currently run with a workgroup network of five Windows 7
Home Premium desktop computers and one file server. Why might you suggest licenses for an
edition of Windows 10 that supports corporate needs for the new computer and has upgrades
for the old computers? Which specific edition(s) could you recommend?
• ANSWER:
• Without a domain, accounts must be configured on each computer individually. With over 30 computers to manage
at two locations, this would be a substantial task so switching to a domain network, where the accounts can be
configured on the server, is likely to save costs in the long term. The BranchCache feature would also allow
computers at the second office to minimize bandwidth usage when downloading documents (Enterprise edition
only) and updates from the main office. You can suggest either Windows 10 Pro or Windows 10 Enterprise for use
on a domain. As Windows moves towards a service model, subscription-based licensing of the Enterprise edition is
becoming the mainstream choice.
• A customer asks whether an iOS app that your company developed will
also work on her Apple macOS computer. What issue does this raise and
what answer might you give?
• ANSWER:
• The issue here is compatibility between different operating systems. Even though both
are produced by Apple, iOS and macOS use different environments so the iOS app
cannot be installed directly. Your company might make a macOS version. Also (and do
not worry if you did not include this in your answer), with the latest version of macOS
(Mojave), support for native iOS apps is being provisioned so this might be something
you can offer in the future.
• Apart from Windows and macOS, what operating system options are
there for client PCs?
• ANSWER:
• The other main choice is one of the distributions of Linux. A company might also use
some sort of UNIX. Finally, Chrome OS is installed on Chromebox PCs. These are
often used by educational institutions and businesses who rely primarily on web
applications, rather than locally installed desktop software.
• You are advising a customer with an older model Android smartphone.
The customer wants to update to the latest version of Android, but using
the update option results in a No updates available message. What type of
issue is this, and what advice can you provide?
• ANSWER:
• This is an issue with update limitations. Android is quite a fragmented market, and
customers must depend on the handset vendor to implement OS updates for a
particular model. The customer can only check the handset vendor's website or
helpline to find out if a version update will ever be supported for that model.
Topic B: Troubleshooting Methodology
Exam Objectives:
• 1001-5.1 Given a scenario, use the best practice methodology to
resolve problems.
Troubleshooting Basics
• The process of problem-solving.

• Causes, symptoms, and consequences.
• Hard disk drive fault (cause).
• Fault causes the PC to display a blue screen (symptom).
• Blue screen prevents user from accomplishing work (consequence).
• Sometimes resolving the consequence is more important than addressing the
cause.
• Causes can also be symptoms of larger problems.
• Especially with recurring issues.
Problem Management
Problem management: A method of identifying, prioritizing, and
establishing ownership of incidents.
Incident: Something that is not normal and disrupts regular
operations in the computing environment.
1. User contacts Help Desk.
• Operator or technician is assigned, and trouble ticket is generated.
2. User describes the problem.
• Operator asks clarifying questions, and categorizes the problem, assesses urgency, and
estimates time to resolve.
3. Operator might walk user through some initial troubleshooting steps.
• Ticket might be escalated to another support person.
4. Troubleshooting continues until the problem is resolved.
• Operator confirms user satisfaction and records details on trouble ticket and closes it.
The CompTIA A+ Troubleshooting Model (Slide 1 of 2)
1. Identify the problem.

• Question the user, and identify changes to the computer.
• Perform backups before implementing any changes.
• Ask about environmental or infrastructure changes.
• Review system and app logs.
2. Establish a theory of probable cause.
• Question the obvious.
• If necessary, conduct internal or external research based on symptoms.
3. Test the theory to determine causes.
• Once the theory is confirmed, determine the next steps to solve the problem.
• If the theory is not confirmed, re-establish a new theory or escalate the issue.
The CompTIA A+ Troubleshooting Model (Slide 2 of 2)
4. Establish a plan of action to resolve the problem and implement the solution.
5. Verify full system functionality, and if applicable, implement preventive
measures.
6. Document findings, actions, and outcomes.
Customer Service and Communication Skills
• Soft skills can be as important as technical skills.

• Question types:
• Open questions: Encourage the user to explain in their own words.
• Closed questions: Yes/No, or reading an error message off the screen.
• Develop a troubleshooting mindset.
• Be calm.
• Take breaks.
• Challenge assumptions.
• Assess costs and impact.
• Know when to escalate an issue.
Problem Identification (Slide 1 of 2)
• Work methodically to ensure you diagnose the correct problem and select the
best resolution.
• Troubleshooting combines problem-solving with decision-making.
• Be prepared before starting the process.
• Gather tools, documentation, and other necessities.
• Use clear, concise, and accurate instructions when asking users to perform tasks.
• Schedule downtime as needed, but be sensitive to the user’s needs.
• Back up locally stored data.
• Consider imaging the drive before changing any configuration parameters.
Problem Identification (Slide 2 of 2)
• Elicit factual information from the user or technician who reports the issue:
• What are the exact error messages on the screen or coming from the speaker?
• Has anyone else experienced the same issue?
• How long has the problem been occurring?
• What has changed? Did you change things, or did someone else?
• Has anything been tried to solve the problem?
Sources of Information
• Perform a physical inspection.

• Reproduce the problem.
• Check system and application logs or diagnostic software.
• Check the system documentation, such as installation or maintenance logs.
• Consult any other technicians who might have worked on the system recently
or who might be working on a related issue.
Determination of Probable Causes
• Diagnose problems by identifying symptoms.

• Symptoms can lead you to possible causes.
• Question the obvious.
• Step through what should happen, either yourself or by observing the user, and
identify the point at which there is a failure or error.
• Work up or down layers (for example, power, hardware components, drivers/firmware,
software, network, and user actions).
• Categorize and eliminate non-causes.
• Be prepared to backtrack and try different paths.
• Research the issue.
• Re-establish a theory when necessary.
Problem Escalation
• Confer with colleagues and others when you are stuck.

• Escalate when you can’t solve a problem.
• Senior staff, knowledge experts, SMEs, technical staff, developers, programmers, and
administrators within your company.
• Suppliers and manufacturers—warranty and support contracts and helplines or web
contact portals.
• Other support contractors and consultants, websites, and social media.
• Balance timeliness with possible higher costs.
• Follow organizational policies.
Solution Implementation and Testing
• Three possible solutions for most IT problems:

• Repair.
• Replace.
• Workaround.
• Assess costs and time requirements.
• Be aware of change management policies.
• When implementing solutions:
• Consider the effect on others.
• Test after each change, and revert if the change does not solve the problem.
Verification and Documentation
• Tests:
• Try to use a component.
• Swap component out for a known good one.
• Inspect component for proper connection, damage, and indicator lights.
• Disable or uninstall a component.
• Check documentation and software diagnostic tools.
• Update software or device drivers.
• Be sure you are satisfied the problem is solved.
• Be sure the user is satisfied the problem is solved.
• Implement preventive measures.
• Document findings, actions, and outcomes.
• Helps immensely with future troubleshooting.
Activity
Discussing Troubleshooting Methodology
Activity 1-2: Discussing Troubleshooting Methodology
• You are dealing with a support request and think that you have identified
the probable cause of the reported problem. What should be your next
troubleshooting step?
• ANSWER:
• Test the theory to determine the cause.
• If you have to open the system case to troubleshoot a computer, what

should you check before proceeding?
• ANSWER:
• That data on the PC has been backed up. You should always verify that you have a
backup before beginning any troubleshooting activities.
• You receive a support call from a user. What should be your first
troubleshooting step?
• ANSWER:
• Question the user to establish all the circumstances surrounding the problem.
• Why does it help to categorize a problem when troubleshooting?
• ANSWER:
• A step-by-step analysis of the problem helps by making sure you approach it
methodically and troubleshooting within a more limited area is simpler.
• If another technician says to you, "We'll have to strip this back to base?",
what do they mean, and at which specific step of troubleshooting are you
likely to be?
• ANSWER:
• Bringing a system "back to base" means re-building a troublesome system from its
core components. You can then add extra devices one by one until the source of the
fault is revealed. This can be time-consuming so is likely to be something you would
try if you are testing a theory of probable cause unsuccessfully, and you need to
establish a new theory.
• What should you do if you cannot determine the cause of a problem?
• ANSWER:
• You could consult a colleague, refer to product documentation, or search the web. It
might also be appropriate to escalate the problem to more senior support staff.
• You think you have discovered the solution to a problem in a product

Knowledge Base, and the solution involves installing a software patch.
What should be your next troubleshooting step?
• ANSWER:
• Identify any negative consequences in applying the software patch, then devise an
implementation plan to install the file. You need to schedule the work so as to
minimize disruption. You should also make a plan to rollback the installation, should
that prove necessary.
• After applying a troubleshooting repair, replacement, or upgrade, what

should you do next?
• ANSWER:
• Test that the fix works and that the system as a whole is functional. You might also
implement preventative measures to reduce the risk of the problem occurring again.
• What is the last step in the best practice methodology for troubleshooting
and how might it be implemented?
• ANSWER:
• Document findings, actions, and outcomes. You can use spreadsheet or database
tools, but using ticket-based management system software to create incident logs is
best.
Topic C: Use Windows Features and Tools
Exam Objectives::
• 1002-1.4 Given a scenario, use appropriate Microsoft command line
tools.
• 1002-1.5 Given a scenario, use Microsoft operating system features and
tools.
• 1002-1.6 Given a scenario, use Microsoft Windows Control Panel
utilities.
• 1002-2.6 Compare and contrast the differences of basic Microsoft
Windows OS security settings.
Windows Settings and Control Panel (Slide 1 of 2)
Control Panel: Management interface for configuring Windows
settings.
• Windows 7 Control Panel:

• 1: Task groups
• 2: Configuration applets
• 3: Navigation breadcrumb
• 4: Search box
Windows Settings and Control Panel (Slide 2 of 2)
Windows Settings: An app for configuring and managing the

Windows 10 computer.
• Windows Settings:
• Touchscreen enabled
• Most (but not all) configuration
settings are here
User Accounts (Slide 1 of 3)
User account: A logon ID used to access a Windows computer.
• Protection through authentication.

• Profile contains settings and default document folders.
• Administrator and standard user accounts.
• Local and Microsoft accounts.
• Windows 7 User Accounts applet
• Windows 8 and 10 use Windows

Settings to create user accounts.
UAC (Slide 1 of 2)
UAC: (User Account Control) Windows security system to restrict

abuse of administrator privileges.
• Secure Desktop Mode:

• Security Shield icon:
• Confirmation of administrative
rights usage.
UAC (Slide 2 of 2)
• UAC configuration
Administrative Tools (Slide 1 of 3)
• Component Services
• Computer Management
• Data Sources
• Event Viewer
• Local Security Policy
• Print Management
• Reliability and
Performance
Monitoring
• Services
Access Options for System Tools (Slide 1 of 2)
• Computer or This PC
• WinX/Power Users menu
Access Options for System Tools (Slide 2 of 2)
• Instant Search box and Run command
• Management consoles:
• devmgmt.msc
• diskmgmt.msc
• compmgmt.msc
Command Line Tools (Slide 1 of 4)
• Some commands require elevated privileges.
• Run as administrator
• Command syntax: command /switches arguments

• Getting Help
• Text editors
• Run command
Windows Shutdown Options
• Shut down
• Standby/Sleep
• Hibernate
• Log off
• Switch user
• Lock
• Restart
The Windows Registry (Slide 1 of 2)
• The Registry
• Stores configuration
information for hardware,
OS, and apps.
• Structure:
• Root keys
• Subkeys
• Values
• Hives
• Registry Editor (regedit)
The Windows Registry (Slide 2 of 2)
• Registration files
Activity
Discussing Windows Features and Tools
Activity 1-3: Discussing Windows Features and Tools
• A user asks you how they can change Ease of Access settings. In which
management interface(s) are these settings located in the different
versions of Windows?
• ANSWER:
• User-level features like this are configured via the Control Panel in Windows 7. In
Windows 8 and Windows 10, there are Ease of Access settings in both the Control
Panel and in the PC Settings/Windows Settings app but don't worry if you just
answered "Settings app." It is also worth remembering that you can use Instant
Search to return a list of user configuration options quickly.
• You receive a call from a Windows 7 user who wants to "speed his
computer up." After questioning him, you find that he is actually getting
frustrated at having to click through UAC authorizations. He asks how to
turn them off. Explain how this is done. Should you offer any other
advice?
• ANSWER:
• There are several ways to disable User Account Control (UAC) but the simplest is via
the User Accounts applet in Control Panel. You can also just search for "UAC" to open
the dialog box. You should advise the customer that UAC is an important security
feature and that by disabling it, his computer will be more vulnerable to malware.
• True or false? Each version of Windows has an Administrative Tools

shortcut folder in Control Panel.
• ANSWER:
• True—the contents do vary from version to version though.
• When would you use the mmc command?
• ANSWER:
• A Microsoft Management Console (MMC) is used for Windows administration.
Running mmc opens an empty console. You would do this to create a custom toolkit of
the snap-ins used to configure advanced features of Windows. You can save the
custom console for future use.
• You are attempting to run a command but receive the message The
requested operation requires elevation. What must you do to run the
command?
• ANSWER:
• Open a new command prompt window with sufficient privileges. You can right-click the
Command Prompt icon and select Run as administrator or press Ctrl+Shift+Enter with
the icon selected.
• Why might you run the shutdown command with the /t switch?
• ANSWER:
• To specify a delay between running the command and shutdown starting. You might
do this to give users a chance to save work or to ensure that a computer is restarted
overnight.
• What tasks would you perform using the regedit tool?
• ANSWER:
• This tool allows you to make manual changes to the Window Registry database. You
can also use it to export and back up portions of the registry. You might also import
registry files to apply a suggested fix.
Activity
Using Windows Features and Tools
Topic D: Manage Files in Windows
Exam Objectives:
tools.
tools.
utilities.
Windows File and Folder Management Tools
System Hierarchies in Windows Versions (Slide 1 of 3)
• Windows 7
• Windows 8
• Windows 10
• Quick access
• Desktop
• OneDrive
• User account
• This PC
• Libraries
• Network
• Control Panel
• Recycle Bin
Drives, Folders, and Files
Root directory: Top of the file directory structure on a drive.
File extension: Characters at the end of a file name; used by an
OS to identify the application that is associated with a file.
• Local drives.
• Folder creation rules:
• Unique names within a folder.
• No reserved characters
\/:*?<>|
• Full path: no more than 260
characters.
• File creation.
• Text or binary data.
• File name extensions.
System Files
System files: The files necessary for the operating system to

function properly.
• System files and folders in a typical Windows installation:

• Windows
• Program Files/Program Files (x86)
• Users
• bootmgr
• pagefile.sys
• hiberfil.sys
File Attributes
Attribute: A characteristic that can be associated with a file or folder
that provides the operating system with important information about
the file or folder and how it is intended to be used by system users.
Attribute Usage
Prevents changes being saved back to the file. The user will be
Read-only (R)
prompted to create another file containing the modified data.
Specifies whether the file is visible in the default view (it is possible to
Hidden (H)
adjust Windows to display hidden files and folders, though).
System (S) Specifies that the file should not be accessible to ordinary users.
Archive (A) Shows whether a file has changed since the last backup.
Permissions
• Needed to view, create, modify, and delete files

or folders.
• Full control
• Modify
• Read/list/execute
• Write
Folder Options (Slide 1 of 3)
• Windows 7 General tab provides options

for layout of Explorer windows.
• Windows 7 View tab controls how files

and folders are shown.
• Hide extensions for known file types.
• Hidden files and folders.
• Hide protected operating system files.
• Windows 10 View menu provides similar functionality.
Directory Navigation at the Command Prompt (Slide 1 of
3)
• Command prompt shows your location in the directory structure.
• If you are at C:\, the command prompt is C:\>
• Default drives:
• Standard user: C:\%HomePath%
• Administrator: C:\Windows\System32
3)
• Changing the current directory with the cd command.
• Full path
• Subdirectory
• Parent directory
• Drive root
3)
Wildcard: A special character that is used to substitute characters
in a string.
• Listing files and directories with the dir command.

• Switches
• Wildcards:
• Question mark
• Asterisk
File Management at the Command Prompt
• Moving and copying files

• Copying directory structures
• Renaming files
• Deleting files
• Creating directories
• Removing directories
Activity
Discussing File Management in Windows
Activity 1-5: Discussing File Management In Windows
• Which is or are the main location(s) for system files in Windows?
• ANSWER:
• The Windows folder (or system root) contains the files used to run Windows itself.
Program Files contains the executable and settings files installed by desktop
applications. You might also mention that the Users folder contains user settings files,
user-specific application data, and user-generated data files. There are also some
additional hidden folders (notably ProgramData) but do not worry if you have not
included these.
• True or false? In Windows 7, libraries cannot contain network folders.
• ANSWER:
• False—this is one of the main reasons for using libraries. They can consolidate a
"view" of files stored in different locations on different file systems. This includes
shared folders on network servers and removable drives.
• You receive a call from a user trying to save a file and receiving an
"Access Denied" error. Assuming a normal configuration with no
underlying file corruption, encryption, or malware issue, what is the cause
and what do you suggest?
• ANSWER:
• The user does not have "Write" or "Modify" permission to that folder. If there is no
configuration issue, you should advise the user about the storage locations permitted
for user-generated files. If there were a configuration issue, you would investigate why
the user had not been granted the correct permissions for the target folder.
• You need to assist a user in changing the extension of a file. Assuming

default Explorer view settings, what steps must the user take?
• ANSWER:
• The user must first show file extensions, using the View tab in the Folder Options
applet. In Windows 8/10, extensions can be shown through a check box on the View
menu ribbon. The user can then right-click the file and select Rename or press F2 and
overtype the extension part.
• What is the effect of running the cd.. command?
• ANSWER:
• Change the directory focus to the parent directory (equivalent of Up One Folder).
• Which Windows command is probably best suited for scripting file

backup operations?
• ANSWER:
• The robocopy command offers more options than xcopy so will usually be the better
choice. The copy command is quite basic and probably not suitable.
Topic E: Manage Disks in Windows
Exam Objectives:
• 1002-1.3 Summarize general OS installation considerations and upgrade
methods.
tools.
tools.
Disk Partitions
Partitioning: The act of dividing a physical disk into logically
separate storage areas, often referred to as drives.
• MBR or GPT contains partition information.

• Basic or dynamic.
• MBR-style partitioning:
• Up to 4 primary partitions; 1 partition can be active or bootable.
• Boot sectors.
• System partition and boot partition.
• GPT-style partitioning:
• Required for 64-bit Windows on UEFI firmware.
• Supports up to 128 primary partitions.
• Larger partitions and backups, plus a protective MBR for backward compatibility.
File Systems (Slide 1 of 2)
Sector: A uniformly sized subdivision of a drive track.

Cluster: A group of sectors.
• High-level formatting prepares the partition for the OS.

• Sectors and clusters:
• Sectors were traditionally 512 bytes.
• Clusters are groups of 2, 4, or 8 sectors.
• Some sectors now 4K.
File Systems (Slide 2 of 2)
• NTFS developed for Windows.

• Recovery
• Security
• POSIX compliance
• Compression
• Indexing
• Dynamic disks
• FAT file systems named for the File Allocation Table.
• FAT16
• FAT32
• exFAT
• CDFS
• UDF (ISO 13346)
The Windows Disk Management Console (Slide 1 of 6)
• Disk Management console.

• Drives in the top pane.
• Disks in the bottom pane.
• Disk initialization
• Drive addition and drive letter assignment
• Drive letter and mount point assignment.
• Drive formatting
• Partition splits and extensions
Disk Arrays (Slide 1 of 2)
Array: (RAID) A set of vendor-independent specifications for fault-

tolerant configurations on multiple-disk systems.
• Fixed disks are required.

• Dynamic volume types:
• Simple
• Spanned
• Striped
• Mirrored
• RAID 5
Disk Arrays (Slide 2 of 2)
• Volume management
• Breaking the mirror.
• Removing the mirror.
Drive Status Indicators
• Disk status indicators:

• Online
• Not Initialized
• Unreadable
• Foreign
• Offline/Missing
• Volume/Partition status indicators:
• Healthy
• Failed/Unknown
• Failed Redundancy
• Regenerating
• Resynching
• Formatting
Storage Spaces (Slide 1 of 2)
• Windows 8/10 feature for configuring disk arrays.
Storage Spaces (Slide 2 of 2)
Mount Points and Disk Images
Mount point: A partition or volume mapped to a folder in another

file system rather than allocated a drive letter.
• Mount points provide access

to other file systems.
• Disk images provide access to
virtual machines.
Disk and Volume Management at the Command Prompt
(Slide 1 of 2)
• The diskpart command
• Basic process:
• Run diskpart
• Enter select disk 0
• Enter detail disk
• Enter select partition
(volume) 0
• Enter detail partition
(volume)
• Enter exit
Disk and Volume Management at the Command Prompt
(Slide 2 of 2)
• The format command:
• Formats a drive and removes all existing data.
• Syntax: format volume switches
Switch Use
/fs: Specify the file system (NTFS, FAT, or FAT32).
/v: Enter a label for the volume.
/q Perform a quick format (does not scan for bad sectors).
Specify the size of allocation units (512, 1024, 2048, 4096, 8192, 16K,
/a: 32K, 64K).
Force the volume to dismount. This will cause file errors for users with
/x files open on the volume.
Enable file compression if using NTFS. Avoid enabling compression on
/c the drive root, especially if the drive contains system files.
Activity
Discussing Windows Disk Management
Activity 1-6: Discussing Windows Disk Management
• If a single physical disk is divided into three partitions, how many

different file systems can be supported?
• ANSWER:
• Three—each partition can use a different file system.
• What is the difference between the boot partition and the system
partition?
• ANSWER:
• The system partition contains the boot files; the boot partition contains the system root
(OS files).
• What type of partitioning scheme must a disk use if Windows is installed

to a 64-bit UEFI-based computer?
• ANSWER:
• GPT-style partitioning.
• True or false? A volume or partition MUST be assigned a drive letter to

access it via Explorer.
• ANSWER:
• False—assigning a drive letter is common practice, but a partition can be mounted to
any point in the file system.
• You are troubleshooting a problem and find a disk marked as "foreign"

listed under Drive Management. What does this mean?
• ANSWER:
• The disk was configured as dynamic under a different computer then installed in this
one. You need to import the disk to make it usable.
• A customer with a Windows 10 Home computer contacts you. She stores family
photos on the computer's hard disk, but says she has read about disk failure and
worries that they might be at risk. Is she right to be concerned and what solutions
can you suggest?
• ANSWER:
• The customer is right to consider the risk and take steps to mitigate it. One option is to make a
backup of the files so that they are always stored on at least two devices. You could also suggest
configuring the RAID-like functionality available with the Storage Spaces feature of Windows 10.
Note that you cannot recommend Dynamic Disks as that is not available with the Home edition.
Using both Storage Spaces and an offsite backup method, such as copying to a cloud drive, will
give the best protection.
• Is the command format d: /fs:exfat /q valid? If so, what is its effect, and
what precaution might you need to take before running it?
• ANSWER:
• Yes, it is valid. It formats drive D with the exFAT file system by using a quick format
(does not scan for bad sectors). This will delete the file table on the drive so existing
data files can be overwritten—the formatted drive will appear to be empty in Explorer.
If there are existing files that need to be preserved, they should be backed up before
running the format command.
• Diagnose the configuration and error status shown in this exhibit.

Examine the screenshot. Can you explain the current configuration, the
status of the configuration, and next steps to remedy the error? (Screenshot used
with permission from Microsoft.)
• ANSWER:
• You should be able to identify that a mirrored volume has been configured using the
Dynamic Disks feature. One of the disks is missing—you cannot tell why from the
screenshot, but it could have been physically removed or is damaged. You might also
be able to identify from the Failed redundancy message that the volume has been
reactivated, so data files are still accessible. The volume is at risk though, as failure of
the remaining disk would result in complete data loss. You need to back up files on the
volume as a matter of urgency. You should then either repair the mirror with the old
drive or a new drive. If it is not possible to repair the mirror, you should recreate it with
a new disk and restore files from backup.
Activity
Managing Files, Folders, and Disks in Windows
Topic F: Manage Devices in Windows
Exam Objectives:
• 1002-1.5 Given a scenario, use Microsoft operating system features
and tools.
utilities.
Power Options
• Power management depends on hardware, firmware, and OS.

• ACPI power levels:
• Standby/Suspend to RAM.
• Hibernate/Suspend to Disk.
• Windows sleep and hybrid
modes.
• Power Options applet.
Display and Sound Devices
• Personalization settings in Control Panel or Windows Settings.

• Display resolution.
• Color depth and refresh rate.
• Sound applet for sound settings.
Hardware Device Configuration and Management
(Slide 1 of 4)
Plug and Play: Universal Plug-and-Play (UPnP) is a protocol
framework allowing network devices to autoconfigure services,
such as allowing a games console to request appropriate settings
from a firewall.
• Windows automatically detects new or changed hardware, finds drivers, and
installs and configures the device.
• Minimal user input includes installing vendor’s driver.
Hardware Device Configuration and Management (Slide 2
of 4)
• Add Hardware Wizard
of 4)
• Devices and Printers:
• Windows 7 and 8
of 4)
• Devices page in Windows
Settings:
• Windows 10
Device Manager (Slide 1 of 3)
• Device Manager:
• Verification of
installation
• Device Manager:
• Troubleshooting
• Updates
• Device properties
• Safely Remove Hardware icon

• Stop or eject a device.
• Device Manager
• Uninstall a device.
Hardware Diagnostics (Slide 1 of 3)
• Troubleshooting app
• System Information
• DirectX Diagnostic Tool
Activity
Discussing Windows Device Management
Activity 1-8: Discussing Windows Device Management
• You are supporting a user with a Windows 10 Home PC. The user has installed a
computer game, but the game will not run. The computer is fitted with a dedicated
graphics adapter. You determine that the adapter driver should be updated, but
there is no newer driver available via Windows Update. How should you proceed?
• ANSWER:
• Browse the graphics adapter vendor's website and use the card's model number in the driver
search tool to look for the latest version. Compare the version information for the driver on the
website to the installed version (use Device Manager to check the installed version number). If the
website driver is newer, download and run the setup file to install and configure it. You should
ensure that the setup file is digitally signed by the vendor. If the driver is only provided as a
compressed archive, extract the driver files then use the Update Driver button in Device Manager
to select it for use with the adapter.
• You are supporting a user who has installed a vendor keyboard driver.
The keyboard no longer functions correctly. Under Windows 10, what are
the steps to revert to the previous driver?
• ANSWER:
• Open Device Manager from the WinX menu, Instant Search, or the Computer
Management console. Expand Keyboards then right-click the device and select
Properties. On the Driver tab, select Rollback Driver.
• A Windows 7 Professional user is trying to join a video conference and

cannot hear any sound from her headset or the computer's built-in
speakers. Which tool can you suggest using to try to remedy the fault?
• ANSWER:
• There is an automated Windows Troubleshooting tool for diagnosing and correcting
problems with audio playback. You should advise the customer to open the
Troubleshooting applet in Control Panel and select the troubleshooter for audio
playback.
• You are troubleshooting an issue with a wireless adapter. When you open
Device Manager, you find the device's icon is shown with a down arrow
superimposed. What does this mean and why might this configuration
have been imposed?
• ANSWER:
• The icon indicates that the device has been disabled. It could be that there was a fault
or there may be a network configuration or security reason for disabling the adapter. In
this sort of situation, use incident logs and device documentation to establish the
reason behind the configuration change.
• Identify how to open the tool shown in this exhibit. (Screenshot used with
permission from Microsoft.) What single word command can you use to
open the tool shown in the exhibit? For what sort of troubleshooting task
might you need to use the information shown?
• ANSWER:
• Run the System Information tool using the msinfo32 command. Each hardware device
uses hardware resources such as an Interrupt Request (IRQ) line to communicate
with the processor. You might need to investigate these if using devices that are not
Plug-and-Play compatible.
• You are assisting a laptop user. While she was away from her desk, the
laptop has powered off. The user was in the middle of working on a file
and had forgotten to save changes. Can you reassure her and advise on
the best course of action?
• ANSWER:
• When a computer goes into a power saving mode, it will either maintain a small
amount of power to the memory modules or write the contents of memory to a
hibernation file on disk. Consequently, the user should be able to start the laptop again
and the desktop will resume with the open file still there. You should advise the
customer to save changes to files regularly however.
Reflective Questions
1. Which versions of Windows do you expect to support?
2. Which Windows features and tools do you think you will use most often and
why?
Installing and Configuring PC
Components
Topic A: Use Appropriate Safety Procedures
Exam Objectives:
• 1002-4.4 Explain common safety procedures.
Installing and Configuring PC Components
• Use Appropriate Safety Procedures

• PC Components
• Common Connection Interfaces
• Install Peripheral Devices
• Troubleshooting Methodology
Local Government Regulations
• Types of regulations:
• Health and safety laws.
• Building codes.
• Environmental regulations.
• OSHA is a prime example of safety regulations for US-based operations.
• Workplace free from recognized hazards.
• Personal protective equipment.
• Communication (labels, MSDSs, and hazmat training).
• Employers and employees both have responsibilities.
• Employers provide a safe workplace.
• Employee actions promote safety of themselves and others.
Health and Safety Procedures
• Identify what to do in an emergency.

• Identify responsible persons (first responders, etc.).
• Identify hazardous areas and what precautions to take.
• Describe best practices for use and care of workplace and equipment.
• Establish incident reporting procedures.
General Emergency Procedures
• Raise the alarm and contact emergency services.

• Description of emergency.
• Location of emergency.
• If possible, secure the scene.
• Escape routes for fire situations.
• Disconnect power for electrical shock situations.
• If you have training, try to start handling the incident.
• Give first aid.
• Use firefighting equipment.
• Keep calm, and don’t act rashly!
Electrical Hazards
• Most prevalent physical hazard for IT equipment and personnel.

• For humans, electrical shock can cause:
• Muscle spasms
• Burns
• Paralysis
• Cardiac arrest
• Collateral injuries
• Death by electrocution
• Keep equipment away from conductors.
• Metal
• Liquid
Fuses
Fuse: A circuit breaker designed to protect the device and users of
the device from faulty wiring or supply of power (overcurrent
protection).
• Electrical problems blow fuses to prevent further damage.

• Separates a device from the power source.
• Ratings: 3A, 5A, 13A.
• Most computer equipment is 3A or 5A.
• Use fuses rated for the equipment.
• Power strips connect multiple devices to a power source.
• Don’t daisy chain them!
• Total power draw should not exceed maximum load (12A).
Equipment Grounding (Slide 1 of 2)
Ground: A safe path for electrical current to flow away in the event
that a device or cable is faulty.
• Creates a path of least resistance for electrical current to flow away and cause
no damage.
• Ground achieved for most PCs by connecting the power cord to an electrical
outlet.
• You might need to establish ground for equipment racks or
other systems.
Equipment Grounding (Slide 2 of 2)
High Voltage Device Safety
• Most PC circuits are low voltage/low current.

• There are notable exceptions.
• Power supplies.
• CRT monitors.
• LCD display inverter card.
• Laser printers.
• Do not open units that are marked with High
Voltage warnings unless you’re specifically
trained for servicing them.
Electrical Fire Safety
• When excessive current flows through a cable, the cable gets hot.
• Adjacent flammable materials could ignite.
• Use fire extinguishers designed for electrical fires.
• CO2 extinguishers with a black label are optimal.
• Dry powder extinguishers can damage electronic equipment.
• Be sure to cut the power supply.
• Know where the master switches are for the buildings
you work in.
Guidelines for Working Safely with Electrical Systems
• Be aware of risks and safety practices.

• Avoid repair work when you are not 100%.
• Don’t assume—check things for yourself.
• Cut power to circuits before handling them.
• Press and hold the PC power button to dissipate residual power.
• Use a multimeter to check live parts for voltage.
• Use insulated tools and never grip tools by their metal parts.
• Never touch a circuit with both hands. (Hand in pocket rule.)
• Keep your hands and the surrounding area dry.
• Clean up spills and make sure you aren’t walking on a wet floor.
• Avoid wearing jewelry or other items that hang from the neck or wrists.
Environmental Safety
Category Description
Trip hazards • Caused by objects being placed in pathways where people walk.
• Cables, boxes, furniture, etc.
Lifting and carrying • Lifting heavy objects can cause back injuries.
risks • Dropped objects can cause leg or foot injuries.
• Bulky objects can also cause problems.
Toxic Waste Handling
• Contaminants can be:

• Gaseous
• Particulate
• Organic
• Poisonous
• Corrosive
• Devices to be careful around:
• CRT monitors
• Batteries
• Electronic devices (PCs, cell phones,
and tablets)
• Toner kits and cartridges
Guidelines for Working Safely Among Environmental
Hazards (Slide 1 of 2)
• Secure cables with ties or other cable management products.
• Keep devices and other objects out of walkways and away from desk edges.
• Consider weight limitations as you lift or carry items.
• If necessary, use protective clothing.
• To lift heavy objects:
• Plant your feet around the object with one foot slightly toward your destination.
• Bend at the knees while keeping your back straight and chin up.
• Get a firm grip and lift smoothly by straightening your legs.
• As you carry the object, keep your back straight.
Guidelines for Working Safely Among Environmental
Hazards (Slide 2 of 2)
• To lower heavy objects, reverse the lifting process. Don’t trap your fingers or
lower the object onto your feet.
• Ask a colleague for assistance or use a cart for bulky or excessively heavy
items.
• To work with toxic materials:
• Don’t disassemble or stack CRT monitors.
• Use gloves and goggles when working with corrosive materials.
• Use air filter masks when working with toner.
ESD
Electrostatic discharge (ESD): A situation that occurs when
electrons rush from one statically charged body to another with an
unequal charge, following the path of least resistance.
• Caused by excessive static electricity.
• High voltage, but low current.
• Less dangerous to humans than to electronics.
• People feel ESD at 2,500V; equipment can be damaged by as little as 100V.
• ESD generators:
• Synthetic clothing.
• Low humidity.
• Cooler temperatures.
Component Handling (Slide 1 of 3)
Self-grounding: The act of touching a grounded object before

touching electronic equipment.
• Using ESD wrist or leg strap.

• More effective than self-grounding.
• Use the grounding plug or clip to attach to a ground point.
• Using ESD service mats or smocks.
• Using antistatic bags.
Guidelines for Protecting Components from ESD
Damage
• Use proper component handling and storage procedures whenever you are
performing PC maintenance work.
• To protect components and equipment from ESD damage:
• Drain your body and clothing of static electricity before you start work.
• If possible, work in an uncarpeted area.
• The simplest (but least effective) means of self-grounding is to touch an unpainted
metal part of the PC.
• Try to handle vulnerable components by their edges, and avoid touching the surfaces
of the chips themselves.
• Use ESD wrist or ankle straps and dissipative floor mats.
Activity
Implementing an Anti-ESD Service Kit
Activity 2-1: Implementing an Anti-ESD Service Kit
• Describe the equipment you should use to prevent static electricity on

your body from damaging the equipment on which you are working.
• ANSWER:
• An anti-ESD service kit comprising an anti-ESD wrist strap, grounding cord and plug,
and a conductive mat. The grounding plug should be connected to an earthed point.
• True or False? If you are using an anti-static floor mat, you do not need
any other anti-ESD service equipment.
• ANSWER:
• False. A mat should be used with a wrist strap. You may also need ESD-safe
packaging for storing components.
• In which atmospheric conditions is the risk of ESD highest?
• ANSWER:
• During cool, dry conditions when humidity is low. When humidity is high, the static
electricity can dissipate through the moisture present in the air.
• Electrical injuries include electrocution, shock, and collateral injury.

Would you be injured if you are not part of the electrical ground current?
• ANSWER:
• Yes, you could receive a thermal burn from the head of an electric arc or electric
equipment. Your clothes can catch on fire, or your skin can be burned.
• Which computer component presents the most danger from electrical

shock?
• ANSWER:
• Power supplies
• What component helps to protect users of electrical equipment against a

short circuit?
• ANSWER:
• Fuse
• What care should you take when lifting a heavy object?
• ANSWER:
• The main concern is damaging your back. Lift slowly using your legs for power not
your back muscles.
• What should you do before transporting a bulky object?
• ANSWER:
• Check that there is a clear path to the destination point. If you cannot carry the object
safely, get help or use a cart.
Use Appropriate Safety Procedures
Topic B: PC Components
Exam Objectives:
• 1001-3.5 Given a scenario, install and configure motherboards, CPUs,
and add-on cards.
System Case Types (Slide 1 of 3)
Desktop computer: A computing device designed to be placed on

or near a user's desk.
System case/chassis: A plastic and metal box that houses
components such as the motherboard, CPU, memory, adapter
cards, disk drives, and power supply unit.
Tower case: A desktop computer designed to sit vertically on a
surface, so that it is taller than it is wide.
• Tower case options:
• Full tower
• Mid tower
• Mini tower
• Slimline
SFF case: (small form factor) A case for motherboards and

connectors that is designed to take up less space.
All-in-one unit: A desktop computer in which all the computer
components, except the keyboard and mouse, are contained within
the monitor case.
Parts of the System Case (Slide 1 of 4)
Cover: The removable portion of the system case that allows
access to the motherboard and internal components.
Front panel: The portion of the system case that provides access
to removable media drives, power switch, and LEDs to indicate
driver operation.
Rear panel: The portion of the system case with cut-out slots
aligned with the position of adapter card slots.
Adapter card: Circuit board providing additional functionality to the
computer system.
Blanking plate: Metal strips that cover unused adapter slots in the
case so that proper air flow is maintained within the system case.
Repair or Replace?
Field replaceable unit (FRU): An adapter or other component that can
be replaced by a technician on-site. Most PC and laptop components are
FRUs, whereas the components of smartphones are not.
• Not all components are considered FRUs.

• More economical to swap out, or replace, with a new component.
Guidelines for PC Disassembly
• Back up all data stored on the internal drive(s).

• Create a clean work environment where you can work comfortably.
• Gather all necessary tools and equipment.
• Notepad and pen
• Digital camera
• Make sure that all devices are powered off and unplugged from the building
power before disconnecting them.
• Take anti-static precautions.
• Place static-sensitive components (CPUs and RAM) in anti-static bags.
Motherboards
Motherboard: Provides the basic foundation for all of the

computer's hardware, including the processor, RAM, firmware, and
expansion cards. Also referred to as mobo, system board, or
main board.
• Motherboard type dictates speed and upgrade capabilities.
• Standoffs hold the motherboard in place within the system case.
• Brass or plastic.
Motherboard Form Factors
Form Factor Description

ATX • Developed in 1995 to replace legacy AT form factor.
• 12 by 9.6 inches, 305 by 244 mm.
• Up to seven expansion slots.
Micro-ATX • 9.6 inches (244 mm) square.
• Up to four expansion slots.
Mini-ITX • Used in SFF PCs.
• 6.7 inches (170 mm) square.
• One expansion slot.
Other ITX-based • Smaller than mini-ITX.
form factors • Used for embedded systems and portable computers.
Motherboard Connector Types
• Base set of connectors for

CPU, memory, disk drives,
peripherals, etc.
• Type and number depend on
the motherboard model.
CPU Sockets
• Socket type depends on CPU

manufacturer.
• Usually a square socket near
the memory banks.
• Often covered by a heatsink
and fan.
Memory Slots
Random access memory (RAM): The principal storage space for
computer data and program instructions. Volatile memory that loses
data when there is no power.
• Volatile memory.
• Normally packaged as DIMMs.
Chipset and Memory Architecture
Chipset: Provides communications between different components

by implementing various controllers.
• Controller types:
• System memory.
• I/O.
• Integrated video, sound, and network interfaces.
• Chipsets are not upgradeable.
• CPU/memory link determines performance.
• Northbridge/Southbridge is legacy architecture.
• Different architectures now used, including on-die controllers.
CMOS and RTC Batteries (Slide 1 of 2)
Complementary metal-oxide semiconductor (CMOS): A type of
integrated circuit with a wide range of applications, including static
RAM (for firmware and flash memory) and imaging sensors.
• Holds basic configuration information.

• Stores system firmware setup program settings.
CMOS and RTC Batteries (Slide 2 of 2)
CMOS battery: Battery that powers the chipset that keeps track of
date and time for the system. Also referred to as RTC battery or
clock battery.
• Normally last 5 to 10 years.

• Powers the RTC, which keeps track
of the system date and time.
Bus Architecture
Bus: Connections between components on the motherboard and
peripheral devices attached to the computer.
Traces: Wires etched on to the motherboard to provide electrical
pathways.
• Carries electronic signal along the motherboard.

• Information being processed (data) and information about where data is located
(address).
• Power to components.
• Timing signals for synchronizing data transfer.
• Usually refers to the expansion bus.
Internal and External Buses
Local bus: The internal bus that links components directly to the
processor, resulting in the highest possible data speed as required
by components such as the video display.
Expansion bus: The external bus that allows additional
components to be connected to the computer.
• Internal bus connects core components.

• External bus connects peripherals.
• Peripherals can be internal or external, too.
• The bus can extend beyond the system case, but not always.
Expansion Slots (Slide 1 of 2)
Expansion slot: Connection slots on the motherboard in which

adapter cards can be installed to extend the range of functions the
computer can perform.
• Multi-bus design allows different expansion slots on a motherboard.

• Support for older technologies.
Expansion Slots (Slide 2 of 2)
Riser card: A space-saving feature of some motherboards that puts
the PC's expansion slots on a separate board installed at right
angles to the main board, allowing system components to fit within a
slimline case.
• Expansion slots parallel to the motherboard.

• Saves space.
System Clock and Bus Speed
System clock: The computer's timing mechanism that
synchronizes the operation of all parts of the computer and
provides the basic timing signal for the CPU.
• Clock speed measured in megahertz (MHz) or gigahertz (GHz).

• Clock generator initiates timing signal.
• Clock multipliers adjust timing signal for different buses.
PCI Bus (Slide 1 of 3)
Peripheral Component Interconnect (PCI) bus: Introduced in
1995, it connects the CPU, memory, and peripherals. It supports
bus mastering, IRQ steering, and PnP. 32-bit works at 33 MHz. 64-
bit works at 66 MHz.
• Slowly being replaced by PCI Express.
• First commercial version was 2.0.
• Several revisions to the standard since then.
• Standards information: pcisig.com/specifications.
Feature Description
Bus width and clock • Supports up to 5 devices via Plug-and-Play.
speed • Shared bandwidth.
• Supports bus mastering.
• Architecture:
• 32-bit bus operating at 33.3 or 66 MHz (133 or 266 MBps).
• 64-bit bus operating at 33.3 or 66 MHz (266 or 533 MBps).
Adapter card and • 5V, 3.3V, and dual voltage supported by different form factors and keying.
slot form factors • 5V cards are keyed at pins 50 and 51.
• 3.3V cards are keyed at pins 12 and 13.
• Dual-voltage cards are keyed at both.
• 64-bit cards and adapters have 60 more pins.
• All PCI slots deliver up to 25W of power.
PCI Express Bus (Slide 1 of 3)
Peripheral Component Interface Express (PCIe) bus: Serial

communication with point-to-point links between I/O controller and
devices.
• Designed to replace PCI.
• Point-to-point serial communications for dedicated links (lanes) to all
components.
• Switches make connections and provide QoS.
• Lanes are 2 sets of wire pairs—one pair for transmit, one pair for receive.
• Each component supports a specific number of lanes.
• Switch negotiates how many lanes to use.
• 250 MBps transfer rate.
• Software compatible with PCI.
• Power features:
• Up to 75W supplied per device via motherboard slot.
• Another 75W available through a PCIe power connector.
• Power management functions available.
• Hot swap and hot plug adapters supported.
• Versions:
• PCIe 2: 500 MBps transfer rates possible.
• PCIe 2.1: Power draw up to 150W, plus 150W via connector.
• PCIe 3: Transfer rates near 1 GBps per lane.
• PCIe 4: Transfer rates near 2 GBps per lane.
• PCIe 5: In development; projected transfer rates near 4 GBps per lane.
Storage Bus (SATA and IDE) (Slide 1 of 2)
Storage bus: A special type of expansion bus dedicated to

communicating with storage devices.
• Parallel ATA (PATA), IDE, and EIDE.

• SCSI.
• Serial ATA, or SATA:
• Serial bus that is faster than PATA or SCSI.
• Compact 7-pin connector.
Storage Bus (SATA and IDE) (Slide 2 of 2)
Other Motherboard Connectors (Slide 1 of 2)
Other Motherboard Connectors (Slide 2 of 2)
Connector Type Description

Front panel • Power button.
connectors • HDD activity lights.
• Audio ports.
Internal USB • 1 or 2 USB ports on the front panel.
connectors • Several USB ports on the back panel.
• 9-pin headers.
Power and fan • Power connector is usually a 24-pin white or black block.
connectors • Fan connectors are smaller (1 for CPU, 1 for case fan).
• 3-pin Molex KK.
• 4-pin Molex KK.
• 4-pin Molex.
Activity
Discussing PC Components
Activity 2-2: Discussing PC Components
• Describe how you would open a PC case to access the motherboard.
• ANSWER:
• Power down the PC and remove the power cable. With the power cable removed,
hold the power button down for a few seconds to ensure PC is completely de-
energized. Then, remove any screws holding the case cover in place, and slide the
cover out from the retaining clips. This should expose the motherboard. You would
usually need to remove other panels only to access storage devices.
• At the rear of a system case are slots for adapter card ports. Why should
these be covered with blanking plates if not in use?
• ANSWER:
• The fan system is designed to draw cool air across the motherboard and blow out
warm air. Large holes in the chassis disrupt this air flow. Also dust will be able to settle
on the system components more easily.
• You have been servicing a computer but when you have finished you find
that it will not turn on. There was no power problem before and you have
verified that the computer is connected to a working electrical outlet.
What is the most likely explanation?
• ANSWER:
• The cable connecting the power button to the motherboard could have been
disconnected and either not reconnected or not properly reconnected.
• What is the main function of the chipset?
• ANSWER:
• Provides controllers for the CPU to interface with other components (memory and
expansion bus for instance) and adapters to provide functions such as video and
audio, and Ethernet and wireless networking on the motherboard.
• True or false? The Real Time Clock controls the timing of signals between
the CPU and other components.
• ANSWER:
• False. The system clock controls timing; the Real Time Clock keeps track of the
calendar date and time.
• What type of socket is used to install system memory?
• ANSWER:
• Dual Inline Memory Module (DIMM).
• You have a x8 PCIe storage adapter card—can you fit this in a x16 slot?
• ANSWER:
• Yes—this is referred to as up-plugging. On some motherboards it may only function as
a x1 device though.
• What is the bandwidth of a PCIe v2.0 x16 graphics adapter?
• ANSWER:
• 8 GBps in each direction (full duplex). PCIe v2 supports 500 MBps per lane.
• You also need to help new hires identify the different types of
motherboards used in computers deployed throughout the company.
What type of motherboard is displayed here, and what characteristics did
you use to help you identify the board type? (slide 1 of 2)
• You also need to help new hires identify the different types of
motherboards used in computers deployed throughout the company.
What type of motherboard is displayed here, and what characteristics did
• ANSWER:
• Based on its small size dimensions and compact component design, this motherboard
is a mini-ITX.
• What type of motherboard is displayed here, and what characteristics did
• What type of motherboard is displayed here, and what characteristics did
• ANSWER:
• You can tell by the large size and large number of available components and slots that
this motherboard is an ATX.
Topic C: Common Connection Interfaces
Exam Objectives:
• 1001-3.1 Explain basic cable types, features, and their purposes.
• 1001-3.2 Identify common connector types.
and add-on cards.
Interfaces, Ports, and Connections (Slide 1 of 2)
Interface: The point at which two devices connect and

communicate with each other.
Port: An input-output port essentially describes a device
connection through which data can be sent and received.
Connection: The physical access points that enable a computer to
communicate with internal or external devices.
Interfaces, Ports, and Connections (Slide 2 of 2)
• Male and female ports.

• Keyed ports.
• Color codes for external
ports.
I/O Ports and Cables
I/O port: A hardware connection interface on a personal computer that
enables devices to be connected to the computer.
USB Connectors (Slide 1 of 4)
Universal Serial Bus (USB): A hardware interface standard
designed to provide high performance connections for numerous
peripherals with minimal device configuration.
• Standard method for connecting peripherals.

• Bus is a host controller and attached devices.
• Up to 127 devices.
• Devices are hubs or functions.
• Hubs connect additional devices.
• Functions are human interface, storage, printer, audio, etc.
• Standards:
• USB 2.0: Data rate of 480 Mbps shared among all devices attached to a host.
• USB 3.0:
• SuperSpeed Mode provides bandwidth of 5 Gbps and a full duplex link.
• Introduces dual subcontrollers to split SuperSpeed and legacy devices.
• USB 3.1: SuperSpeed+ Mode provides bandwidth of 10 Gbps.
• USB 3.2: 20 Gbps possible when using USB-C ports and cables.
• Power supplied by host:
• USB 2: 2.5 W per device.
• USB 3: 4.5 W per device.
• USB OTG
• Connectors and ports:

• Type A (4-pin) connects to hosts.
• Type B (4-pin) connects to devices. Includes B Mini and B Micro.
• Type C connects to hosts and devices.
• Cable length:
• LowSpeed and SuperSpeed: 3 m.
• FullSpeed and HighSpeed: 5 m.
Other Peripheral Connector Types
Port & Connector
Description
Type
Thunderbolt • Primarily used on Apple systems.
• Display or general peripheral interface.
• Lightning bolt icon.
• TB 2 supports links of up to 20 Gbps and allows up to 6 devices to a
port.
• TB 3 uses same interface as USB-C.
Lightning
• Used on iPhone and iPad.
• Reversible connector.
• Restricted to mobile devices, so adapter cables needed to connect to a
PC.
RD-232 and DB-9

• Connect to serial ports.
• Data rates up to 115 Kbps.
• Used for modems and network equipment.
• Can be 25- pin or 9-pin interface.
Storage Connector Types (Slide 1 of 2)
Storage Connector Types (Slide 2 of 2)
SCSI and Molex
Network Connector Types
RJ-45 Port and Connector RJ-11 Port and Connector
Expansion Cards
Expansion card: A printed circuit board that is installed in a slot on
a system board to provide special functions for customizing or
extending a computer’s capabilities. Also referred to as adapter
card, I/O card, add-in, add-on, or board.
• I/O adapters and storage cards
• NICs and adapters.
Activity
Identifying Connection Interfaces
Activity 2-3: Identifying Connection Interfaces
• In this graphic, identify the (A) audio ports, (B) video ports, and (C) USB
ports. (slide 1 of 2)
• In this graphic, identify the (A) audio ports, (B) video ports, and (C) USB
ports. (slide 2 of 2)
• ANSWER:
• Moving from left to right, the components should be labeled: C, B, C, A.
• You are speaking with a junior technician. He is not sure what is meant by
a "keyed" connector. Can you tell him?
• ANSWER:
• A keyed connector has a catch or slot to ensure that it cannot be inserted the wrong
way round or used with an incompatible port.
• What is the nominal data rate of a USB port supporting SuperSpeed+?
• ANSWER:
• Normally 10 Gbps, but devices supporting USB 3.2 can use up to 20 Gbps over USB-
C cabling.
• True or false? USB-C ports and cables are compatible with Apple
Lightning ports and cables.
• ANSWER:
• False.
• What type of device would you connect a Molex cable to?
• ANSWER:
• A Molex cable is a power cable. Normally, devices such as disk drives and optical
drives require more power than can be delivered over the data bus. Note that most
drives actually use SATA power connectors these days.
• Why would you install an I/O adapter card?
• ANSWER:
• To make more or different kinds of ports available (SCSI, USB, or SATA typically).
Activity
Demonstrating PC Disassembly and Reassembly
Topic D: Install Peripheral Devices
Exam Objectives:
• 1001-3.6 Explain the purposes and uses of various peripheral types.
Input Devices
Human Interface Devices: (HIDs) Peripherals that enable the

user to enter data and select commands.
• Peripherals that enable users to communicate with a PC.

• Data entry or command issuance.
• Keyboard and pointing devices most common input devices.
Keyboards (Slide 1 of 2)
Keyboard: The oldest PC input device and still fundamental to operating

a computer. There are many different designs and layouts for different
countries. Some keyboards feature special keys.
Extended Ergonomic
Pointing Devices (Slide 1 of 2)
Pointing device: A peripheral used to move a cursor to select and

manipulate objects on the screen.
Mouse
Pointing Devices (Slide 2 of 2)
Game Controller
KVM Switches
KVM switch: (keyboard, video, mouse) A switch supporting one set

of input and output devices that control multiple PCs.
• More typically used with servers.

• 2-port versions allow one keyboard, mouse, and display to be used with 2 PCs.
Security Input Devices (Slide 1 of 3)
• Biometric authentication devices confirm

identity via physical characteristics.
• Retinal patterns
• Fingerprints
• Voice print
• Smart card readers feature a slot or sensor

to interact with a smart card.
• Smart cards hold digital certificates.
• The combination of the certificate and
a PIN or password provides security.
• Magnetic strip/chip readers.

• Strip holds account information.
• Chip readers specifically for PoS systems.
• NFC and tap pay devices.

• Contactless readers use NFC.
• Signature pads.
• Used with database of approved signatures.
• Comparison with stored signature verifies
identity.
Installation and Configuration Considerations (Slide 1 of
2)
Plug-and-Play: A protocol framework allowing network devices to
autoconfigure services.
System resources: Settings that enable a device to communicate
with the CPU and memory without the device conflicting with other
devices.
Resource Description
Memory Ranges/ • I/O address map defines each device’s memory addresses.
I/O Addresses • Port addresses range from 0000 to FFFF.
IRQs • Request for CPU attention.

• IRQs range from 0 to 15.
• Interrupt controllers allow IRQ sharing by multiple devices.
Installation and Configuration Considerations (Slide 2 of
2)
• Hot swap enables devices to be added or removed without shutting down the
PC.
• Drivers might need to be installed or updated.
• Connections made by plugging devices into the correct port.
• Configuration after installation.
• Device Manager
• Control Panel
• Windows Settings
• Vendor software
Guidelines for Installing Peripheral Devices
• Always read the manufacturer's instructions and check that the device is
compatible with the PC and operating system.
• Hold the connector, not the cable, when removing a lead.
• Inspect the connector and port for damage (notably broken or bent pins) before
attaching a lead.
• Take care to align the connector carefully and do not use excessive force, to
avoid damaging the pins.
• Check whether the device requires an external power source.
Activity
Discussing Peripheral Device Installation
Activity 2-5: Discussing Peripheral Device Installation
• A remote user has requested a Dvorak keyboard for use with her
Windows 10 computer. The device has arrived and the user connected it
to a USB port. She contacts support saying that the keyboard "isn't typing
properly.“ What is the likely cause of this issue?
• ANSWER:
• The appropriate keyboard layout has not been selected in Settings.
• You are contacted by another remote user. The user has a laptop and
desktop computer. The user wants to know if there is a device that would
allow them to use the same peripheral devices with both systems without
having to switch cables over all the time. What is your answer?
• ANSWER:
• Yes, you can use a Keyboard Video Mouse (KVM) switch for this purpose.
• You are supporting a client setting up a Point of Sale system. Which
peripheral device types or functions should she consider?
• ANSWER:
• A POS system reads the information stored on the customer's payment card or digital
wallet. Historically, this information was stored in the card's magnetic strip. Most POS
devices retain a magnetic reader as a backup mechanism. The majority of bank cards
now also store the account information in an embedded chip, which can be read by
inserting the card into the reader. This chip may also support contactless use or Near
Field Communications (NFC). A customer can also store the card details in a
smartphone and use the smartphone's NFC chip to make payments. Not all POS
readers support contactless
and it would carry a slight price premium, so your client should
decide whether it is important to offer this payment method
to her customers.
• You have finished copying some files to a USB memory stick. What
should you do before unplugging the stick?
• ANSWER:
• Use the Safely Remove Hardware icon to stop the device.
1. Will there be any specialty input devices that you will need to install or configure
at your workplace? How might this affect your day-to-day activities as an IT
professional?
2. Have you encountered situations where appropriate safety procedures were not
followed? Which safety precautions do you think will be most important to
follow?
Installing, Configuring, and
Troubleshooting Display and
Multimedia Devices
Installing, Configuring, and Troubleshooting Display and
Multimedia Devices
• Install and Configure Display Devices
• Troubleshoot Display Devices
• Install and Configure Multimedia Devices
Topic A: Install and Configure Display Devices
Exam Objectives:
and add-on cards.
Display Device Types
• Monitors
• Projectors
• Virtual reality (VR) headsets
Monitors
• Legacy display devices: CRT

• Flat panel LCDs:
• Digital signaling
• Thinner and lighter
• Use less power
• LCD and TFT
• TN and IPS
• LCD backlighting
• Edge lit
• Backlit
• Color temperature
• OLED displays
Digital Projectors
Video projector: A large format display in which the image is

projected onto a screen or wall using a lens system.
• CRT
• LCD
• DLP
VR Headsets
VR headset: A headset worn like goggles to interact with images

displayed in the headset.
• Sensory input from computer applications.

• Handheld controllers for moving your avatar and interacting with the VR
environment.
• Uses:
• Gaming
• Meetings
• Social networking
• Tethered and mobile.
Display Device Settings and Features
• Resolution and analog/digital output

• Screen size and aspect ratio
• Refresh rate
• Brightness, contrast ratio, and illuminance
• Viewing angle and privacy filters
• Coatings
• XGA and HD standards:
• Resolution
• Color depth
• Aspect ratio
VGA Standards
Standard Resolution Aspect Ratio
WXGA 1280x800 16:10
SXGA 1280x1024 5:4
HD 1366x768 16:9
WSXGA 1440x900 16:10
HD+ 1600x900 16:9
Full HD 1920x1080 16:9
QHD 2560x1440 16:9
4K UHD 3840x2160 16:9
Display Device Connections and Cables
• Many types of connectors and cables.

• Video adapters and devices can support multiple cable types.
• TFT displays use digital signals, but some support legacy analog signals, too.
• Analog to digital conversion.
• Digital to analog conversion.
VGA Ports and Connectors
VGA port: 15-pin connector used to connect monitors to PCs.
• Legacy standard analog video interface.

• 15-pin D-shell connector with screws.
• Analog interface carries continuous variable
signals for RGB component video.
• Cabling is marketed according to supported
resolutions.
• Lower quality 800x600.
• Higher quality 1600x1200.
• Cable length typically 5 m.
• High quality cable might support up to 30 m.
DVI Ports and Connectors (Slide 1 of 2)
Digital Visual Interface: (DVI) Video adapter designed to replace

VGA port. It supports digital only or digital and analog signaling.
• Designed for use with flat panel

displays.
• Being phased out for newer
technology.
• Types:
• DVI-A
• DVI-D (single link)
• DVI-I (single link)
• DVI-D (dual link)
• DVI-I (dual link)
DVI Ports and Connectors (Slide 2 of 2)
• Different types support analog and digital equipment.

• DVI-A: analog only
• DVI-D: digital only
• DVI-I: analog and digital
• Bandwidth:
• Single link: 3.7 Gbps, full HD resolution, 1920x1200, at 60 fps
• Dual link: over 7.4 Gbps, HDTV, 2560x1600, at 85 fps
HDMI Ports and Connectors (Slide 1 of 2)
High Definition Multimedia Interface (HDMI): High-specification

digital connector for audio-video equipment.
• Used in consumer electronics and computing.

• Supports digital video and audio streams.
• Versions support different bandwidths.
• Version 1.4 added 4K support (4096x2160 at 24 Hz).
• Version 2.1 supports up to 10K at 120 Hz.
• Connectors:
• Type A 19-pin
• Type B 29-pin for dual link (less commonly used)
• Type C Mini HDMI
• Type D Micro HDMI
HDMI Ports and Connectors (Slide 2 of 2)
• Cable ratings:
• Standard (Category 1)
• High Speed (Category 2)
• Premium High Speed
• Ultra High Speed
• Backwards compatible with DVI-D
DisplayPort Ports and Connectors (Slide 1 of 2)
DisplayPort: Digital A/V interface developed by VESA. DisplayPort

supports some cross-compatibility with DVI and HDMI devices.
• Royalty-free HDMI alternative.

• Packetized data transfer.
• Similar to PCIe.
• Lanes can have different data rates.
• Each lane can be allocated a 1.62, 2.7, or 5.4 Gbps data rate.
• Maximum data rate for a 4-lane link is 17.28 Gbps.
• Support for 48-bit color, 3D, 4K/UHD, and HDCP.
DisplayPort Ports and Connectors (Slide 2 of 2)
• Supports copper and fiber-optic cables.

• Copper: 2560x1600
• Connectors:
• 20-pin
• DP++ enables connection to DVI-D and HDMI
devices
• Mini DP
Thunderbolt and USB-C Ports and Connectors
• Emerging trend is to use USB-C.

• Can carry HDMI and DisplayPort signaling,
but most often seen in use with Thunderbolt 3.
Video Adapters and Converters (Slide 1 of 2)
HDMI to DVI-I VGA to DVI-I
Video Adapters and Converters (Slide 2 of 2)
Thunderbolt to DVI
Video Cards
Video card: Interface between graphics components of a PC and

the display device.
• Might use system CPU and memory; might have onboard processor and
memory.
• Integrated cards: onboard adapter.
• Usually on low-end PCs.
• Add-on cards in PCIe slots.
Adapter Components
Graphics Processing Unit (GPU): Type of microprocessor used on
dedicated video adapter cards or within a CPU with integrated
graphics capability.
• Clock speed
• Shader units
• Frame rate
• 3D cards need more memory
• Onboard AM: from 2 to 12 GB
• PCIe x16 interface
• At least 1 digital video interface
supported
• Graphics APIs: DirectX and OpenGL
Configuration Tools for Display Devices
• Automatic detection and installation

via Plug-and-Play.
• System firmware setup program to
disable onboard video adapter.
• Settings such as resolution, etc.
• OS tools like Windows Settings or
Control Panel.
• Vendor configuration utility.
• Monitor controls or onscreen menus.
Multiple Displays (Slide 1 of 2)
• Configuration options:
• Graphics adapter with multiple display ports.
• Multiple graphics adapters.
• Daisy-chaining DP or Thunderbolt monitors.
• Windows display modes:
• Duplicated display.
• Extended display.
• Show only on 1/2.
Multiple Displays (Slide 2 of 2)
Duplicated
Extended
Activity
Discussing Display Device Installation and Configuration
Activity 3-1: Discussing Display Device Installation and
Configuration
• Look at the following exhibit. What two types of display cabling can be
connected to this laptop? (slide 1 of 2)
Configuration
• Look at the following exhibit. What two types of display cabling can be
connected to this laptop? (slide 2 of 2)
• ANSWER:
• The image shows a VGA port and an HDMI port (with an RJ-45 network port between
them). The USB ports could be used for a portable monitor.
Configuration
• Which ports are present on the graphics card shown below?
(slide 1 of 2)
Configuration
• Which ports are present on the graphics card shown below?
(slide 2 of 2)
• ANSWER:
• The port on the left is DVI-I and the one on the right is DisplayPort.
Configuration
• Which interfaces does the adapter cable shown below support?
(slide 1 of 2)
Configuration
• Which interfaces does the adapter cable shown below support?
(slide 2 of 2)
• ANSWER:
• DVI-I (left) and HDMI.
Configuration
• A customer is shopping for a computer game for her daughter and wants
to know if you can explain the reference to "DirectX" on the packaging?
• ANSWER:
• DirectX is Microsoft's API (Application Programming Interface) for 3D and multimedia
applications. Software such as a computer game will specify a minimum DirectX
version. The graphics card must support this version to run the game. Vendors often
provide support through driver updates, even for older card models.
Configuration
• You are configuring two monitors in extended desktop mode. What
should you configure in the Display dialog box?
• ANSWER:
• Ensure the layout of the displays in the dialog box matches their physical location.
Activity
Installing a Graphics Adapter
Topic B: Troubleshoot Display Devices
Exam Objectives:
• 1001-5.4 Given a scenario, troubleshoot video, projector, and display
issues.
Common Display Issues
• No image is displayed on the monitor.

• Image is dim.
• Image flickers or is distorted.
• Images have low resolution or color depth.
• Images and icons are oversized.
• Incorrect color patterns.
• Dead pixels.
• Image is burned into the monitor.
• Unexpected objects or patterns appear on the monitor.
• Overheating.
• Protected content.
Guidelines for Troubleshooting Display Devices (Slide 1
of 3)
• Display configuration issues:
• For no image:
• Verify power to the monitor, and make sure it’s not in standby mode.
• Verify connection between video card and monitor.
• Use OSD controls to verify display input.
• Try using the monitor with another PC.
• For a dim image, adjust brightness and contrast controls, and check for power-save
mode.
• For image quality issues:
• Check the video cable and connector.
• Adjust hardware acceleration.
• Adjust resolution.
• Adjust refresh rate.
• Adjust image controls.
• Verify no physical damage
of 3)
• Display configuration issues (continued):
• For low resolution or color depth, verify
that the driver is current.
• For oversized images and icons:
• Increase resolution.
• Increase DPI scaling.
• Verify no zoom tool in use.
• For color quality issues:
• Calibrate to scanners and printers.
• Check connectors and cabling.
of 3)
• Adapter and monitor faults:
• For dead pixels, try software utilities designed to reactivate them, or gently tapping the
affected area of the screen.
• Use screen savers and power-saving modes to avoid burn-in.
• For unexpected objects or patterns being displayed:
• Static artifacts are often caused by a faulty adapter.
• For persistent images on TFT monitors, try shutting off the monitor for several hours.
• Verify the graphics card, driver, and API version support the application or game.
• Try disabling video effects or adjusting to a lower resolution.
• Check for and install updated device drivers.
• For unexpected shutdowns:
• Check the display adapter and driver if you experience BSoD.
• Verify that the graphics adapter is adequately cooled.
• For unauthorized content or HDCP errors:
• Verify that DRM and HDCP are not disabling the display subsystem.
Activity
Discussing Display Device Troubleshooting
Activity 3-3: Discussing Display Device Troubleshooting
• Imagine that the display you installed is not showing the color blue.
Which component(s) would you prioritize for fault-finding?
• ANSWER:
• The first thing to test is the display cable. If the original cable is properly inserted at the
computer and monitor ends, try replacing it with a known good version. If this does not
fix the problem, inspect the ports for signs of damage.
• What is the most likely cause of a flickering display?
• ANSWER:
• On a CRT, flickering can occur if the refresh rate is set too low. On a TFT it could
indicate a problem with the backlight. You should also verify that the connectors are
secure and rule out other potential cabling problems.
• What would you do if the image from a projector appeared narrower at the
top than at the bottom?
• ANSWER:
• Ensure the projector lens is lined up with the whiteboard. You might be able to adjust
the lens position using a knob or have to move the projector. If the projector or lens
cannot be repositioned, there may be a digital keystone correction control.
• You need to set up a system to show content-protected video. Which

display connector types would be suitable?
• ANSWER:
• DVI, HDMI, DisplayPort, and Thunderbolt.
Activity
Troubleshooting Monitor Issues
Topic C: Install and Configure Multimedia Devices
Exam Objectives:
Copyright © 2019 CompTIA Properties, LLC. All Rights Reserved. | CompTIA.org 47

Audio Subsystems (Slide 1 of 4)
Audio subsystem: Made up of sound card and one or more input

and output devices.
• DSP and DACs

• Onboard audio chip for basic sound capabilities
• Expansion cards have more and better features
• Onboard RAM
• Wave tables
• Multiple jacks
• Support sound APIs
• DirectSound3D
• OpenAL
• EAX
Jack Description
Audio in (light A low-level (1V) stereo signal as supplied by most tape decks, video players,
blue) tuners, CD players, and so on.
Mic in (pink) A mono-only analog input.
Audio out (lime) A low-level (1V) analog stereo signal suitable for feeding into amplified
speakers or headphones.
Audio out (black) Carries the signal for rear speakers in a surround sound system.
Audio out (orange) Carries the signal for the subwoofer in a surround sound system.
Audio Output Devices (Slide 1 of 2)
• Playback through speakers or headphones.

• Can be analog or digital sound.
• Mono, stereo, and surround sound.
• 5.1 Dolby Digital/DTS: 3 front speakers, 2 rear speakers, and a subwoofer.
• 7.1 Dolby Digital Plus/DTS-HD: 3 front speakers, 2 side speakers, 2 rear speakers,
and a subwoofer.
• Connection to optical drive.
• Playback quality depends on frequency response.
Audio Output Devices (Slide 2 of 2)
MIDI Equipment
Musical Instrument Digital Interface (MIDI): Allows a computer
with a sound card to drive MIDI-compatible musical instruments, or
for a synthesizer to drive a computer audio application
• Synthesizers and electronic drum sets.

• Information about a sound is shared, not the sound itself.
• Sample
• Volume
• Pitch
• Tempo
• MIDI devices use 5-pin DIN connectors or USB connectors.
Sound Recording Equipment
• Sampling and resolution.

• Higher sampling rates and resolutions provide more accurate sound.
• Distortion (noise).
• THD and SNR.
• Multiple ports connect different types of recording gear.
Headsets
• Headsets contain headphones and a microphone.

• Used for VoIP calls, and meeting and conferencing applications.
• Connections are usually USB or wireless (Bluetooth).
Audio Settings
• OS tools:
• Windows Sound Control Panel
• Windows Sound Settings
• Hardware volume controls:
• MM keyboards
• Laptop buttons and function keys
Webcams (Slide 1 of 2)
Webcam: A digital camera connected to a computer that can be

used to stream and record video.
• Records video and audio.

• Relatively low quality video.
• Used for online video conferences, website feeds, and surveillance.
• Integrated or external peripheral.
Webcams (Slide 2 of 2)
Digital Cameras (Slide 1 of 2)
Digital camera: A version of a 35 mm film camera where the film is

replaced by light-sensitive diodes and electronic storage media.
• Still pictures and video recording.

• Images stored on flash memory
cards.
• Photo properties adjusted via
software.
• No viewfinder.
• Available in many models.
• Primary quality metric is resolution
(megapixels).
Digital Cameras (Slide 2 of 2)
Resolution Uses
Less than 1 MP Onscreen viewing.
1 to 2 MP Onscreen viewing and prints up to around 7 inches.
3 MP Larger prints up to around 12 inches.
4 to 8 MP and higher Poster prints 30 inches and larger.
• Generally limited to one memory card type.

• Images compressed to JPEG format,
Activity
Discussing Multimedia Device Installation and Configuration
Activity 3-5: Discussing Multimedia Device Installation and
Configuration
• What size and color connector would you look for to plug a basic
microphone into a PC?
• ANSWER:
• 3.5mm jack, which is often color coded pink.
Configuration
• You have installed a new sound card in a computer designed for home
entertainment. What type of connector would you use to connect a digital
surround sound speaker system to the new card?
• ANSWER:
• S/PDIF—optical or coax. Coax for audio uses RCA connectors. An optical S/PDIF
connector is also sometimes referred to as TOSLINK. Note that a lot of home
entertainment setups might just output audio over HDMI with the signal from the
graphics adapter.
Configuration
• What type of speaker unit is the ".1" in a 5.1 or 7.1 surround sound
system and where do you suggest this speaker be placed?
• ANSWER:
• Subwoofer for bass (low frequency) response. Start with placing it in the front of the
room, but consider trying other locations to see where you get the best base response
for the space in which the surround sound system is set up.
Configuration
• What type of interface would allow a software program running on the PC
to operate a synthesizer connected as a peripheral device?
• ANSWER:
• MIDI (Musical Instrument Digital Interface).
Configuration
• What sampling rate from a sound card would you require if you want to be
able to record CD-quality sound?
• ANSWER:
• 16-bit @ 44.1 KHz.
1. What types of monitors do you have experience with? What types of

connections have you used to connect those monitors to computers?
2. In your current job role, have you had to troubleshoot display device problems?
If so, what did you do and how did you resolve the issues?
Troubleshooting Storage Devices
Installing, Configuring, and Troubleshooting Storage
Devices
• Install System Memory
• Install and Configure Mass Storage Devices
• Install and Configure Removable Storage
• Configure RAID
• Troubleshoot Storage Devices
System Memory (Slide 1 of 2)
System memory: The main storage area for programs and

data when the computer is running.
RAM: (random access memory) The principal storage space for
computer data and program instructions.
Volatile: A type of memory where data cannot be stored
without power being supplied.
Virtual memory: An area on the hard disk allocated to contain
pages of memory.
System Memory (Slide 2 of 2)
RAM Types
DRAM: A type of volatile memory that stores each bit of data as
a charge within a single transistor.
SDRAM: A variant on the DRAM chip designed to run at the
speed of the system clock, thus accelerating the periodic refresh
cycle times.
• DRAM:
• Stores each data bit as an electrical charge within a single bit cell.
• Bit cell composed of a capacitor and a transistor.
• Charge dissipates, causing memory to lose information.
• Dynamic memory has to be refreshed to keep the information.
• SDRAM:
• Older technology.
• Synchronized to the system clock.
DDR SDRAM
DDR SDRAM: Standard for SDRAM where data is transferred

twice per clock cycle.
RAM Type Memory Clock Bus Clock Data Rate Transfer Rate
(MHz) (MHz) (MT/s) (Gbps)
DDR-200/PC-1600 100 100 200 1.6
DDR-26/PC-2100 133 133 266 2.1
DDR-333/PC-2700 167 167 333 2.7
DDR-400/PC-3200 200 200 400 3.2
DDR2/DDR3/DDR4 SDRAM (Slide 1 of 3)
RAM Type Memory Clock Bus Clock Data Rate Transfer Rate
(MHz) (MHz) (MT/s) (Gbps)
DDR2 100 to 266 200 to 533 400 to 1066 3.2 to 8.533
DDR3 100 to 266 400 to 1066 800 to 2133 6.4 to 17.066
DDR4 200 to 400 800 to 1600 1600 to 3200 12.8 to 25.6
Examples of DDR Standards:

• DDR2 – 1066/PC28500:
• Memory works at 266 MHz, bus works at 533 MHz.
• Double data rate gives 1066 MT/s.
• Nominal transfer rate of 8.533 GBps.
• DDR3 – 1600/PC321800:
Examples of DDR Standards (continued):

• DDR4 – 1600/PC4-12800:
• Lower voltage, so less power consumption than DDR3.
• DDR4 – 2400/PC4-19200:
• Faster than any DDR3.
Memory Modules (Slide 1 of 3)
Memory module: A printed circuit board that holds a group of
memory chips that act as a single unit.
DIMM: (dual inline memory module) Standard packaging for
system memory. There are different pin configurations for
different RAM types.
• Located in slots on motherboard.

• Removable and replaceable.
• Defined by their design and by the number and type
of chips contained.
RAM Type Pins Voltage
DDR 184 2.5 to 2.6 V
DDR2 240 1.8 to 1.9 V
DDR3 240 1.35 to 1.5 V
DDR4 288 1.2 V
SODIMM: Memory that is half the size of DIMMs, is available in
32- or 64-bit data paths, and is commonly found in laptops and
iMac systems.
• Laptop RAM.
• DDR and DDR2 have the same number of pins, but the key position is
different.
• Typically fits into slots that pop up at a
45º angle to allow the chips to be inserted or removed.
• Pins:
• DDR 200 pin packages.
• DDR2 200 pin packages.
Dual-Channel Memory (Slide 1 of 2)
Single-channel memory: Memory with one 64-bit bus between
the CPU and RAM.
Dual-channel memory: Memory controller with two pathways
to the CPU, enabling 128 bits of data transferred per transaction.
• Effectively two pathways through the bus to the CPU.

• 128 bits of data can be transferred per transaction.
• Installed memory modules should be identical in terms of:
• Speed
• Capacity
• Chip number
• Density
• Location
• Refer to documentation for which slots to insert memory into.
Dual-Channel Memory (Slide 2 of 2)
Parity and ECC RAM
Parity checking: An error-checking method where each byte of
data in memory is accompanied by a ninth bit used to check for
corrupted data.
Nonparity: System memory that does not perform error
checking.
ECC memory: RAM with built-in error correction security.
• Parity checking:
• Uses 8 bits for memory and 1 bit to check parity.
• Old technology rarely if ever used now.
• Most desktops now use non-parity memory.
• Systems that require a high level of reliability use ECC memory.
• ECC memory has an extra chip and a 72-bit data bus.
• Motherboard must support the use of ECC memory modules.
• Cannot mix ECC and non-ECC modules.
Memory Installation and Upgrade
• If the motherboard supports an upgrade but the system is not configured

to use it, enable a dual-channel configuration.
• Increasing the bus speed requires purchasing a new motherboard and
memory modules (and possibly CPU).
Memory Compatibility Issues (Slide 1 of 2)
• The DIMM format must match the motherboard.

• Different capacity modules can be installed.
• Most vendors recommend installing the largest module in the lowest numbered
slot.
• Modules from different vendors can be mixed.
• This may cause problems with multi-channel configurations.
• For best performance, the modules should be the same speed as the
motherboard.
• Different speeds can be mixed.
• The system will only operate at the best speed supported by all installed.
Memory Compatibility Issues (Slide 2 of 2)
• For best performance and reliability, configure multi-channel systems with

identical memory modules for each channel.
• ECC memory cannot be mixed with non-parity memory and must be
supported by the motherboard.
• Registered memory cannot be mixed with unbuffered modules and must
be supported by the motherboard.
Activity
Discussing System Memory Installation
Activity
Upgrading Memory
Storage Devices
Mass storage devices: Non-volatile storage devices that are

able to hold data when the system is powered off.
• Hold data when system is powered off.

• Can be internal or removable.
• To store data, it uses one of these methods:
• Magnetic
• Optical
• Solid state
Hard Disk Drives (Slide 1 of 2)
HDD: (hard disk drive) A device that provides persistent mass

storage for a PC.
• Primary persistent storage method.

• On workstations, typically stores:
• OS files.
• Application program files.
• Drivers.
• User data.
• On servers, typically stores:
• OS files.
• Individual user files.
• Shared information sources such as databases.
Hard Disk Drives (Slide 2 of 2)
Tracks: Data written as concentric rings on a disk drive.
Cylinders: The aggregate of all tracks that reside in the same
location on every disk surface.
• HDD up to 8 TB.
• Data is stored on metal or glass platters coated with magnetic substance.
• Each platter has:
• Top and bottom read/write heads.
• Heads that float above platters.
• Form factors include 3.5” and 2.5”.
• Height varies: 15 mm , 9.5 mm, 7 mm, and 5 mm.
HDD Performance Factors (Slide 1 of 2)
Access time: Speed at which memory or a disk drive can be

addressed and utilized.
Internal transfer rate: Measure of how fast read/write
operations are performed on the disk platters.
External transfer rate: Measure of how fast data can be
transferred to the CPU across the bus.
Early-life Failure Rate: A method of calculating how quickly a
device will fail through accelerated testing.
HDD Performance Factors (Slide 2 of 2)
MBTF: (mean time between failures) The rating on a device or

component that predicts the expected time between failures.
Life expectancy: The length of time for which a device can be
expected to remain reliable.
S.M.A.R.T.: Technology designed to alert the user to possible
hard disk failures before the disk becomes unusable.
Storage Adapters and Cables
HBA: (host bus adapter) A component that allows storage
devices to exchange data with a computer system by using a
particular interface.
Drive controller: The circuitry in the disk unit that allows it to
put data on the bus, which the HBA shuttles to the CPU or RAM.
• Connection point for internal mass storage devices.
• Interface between drive, HBA, rest of the system is a type of bus.
• Old technology included PATA and SCSI.
• Most systems now use SATA.
SATA (Slide 1 of 3)
SATA: A widely used hard disk interface using a 7-pin data

connector and a 15-pin power connector.
• Transfers data in serial format.

• Cables can be up to 1 m and are thin and flexible.
• Cables terminate with 7-pin connectors.
• Each host adapter port supports a single device.
• Drives are hot swappable.
• SATA speeds:
• Original SATA: up to 1.5 Gbps.
• SATA 2: up to 3 Gbps.
• SATA 3: up to 6 Gbps.
SATA (Slide 2 of 3)
SATA (Slide 3 of 3)
Solid State Drives
SSD: (solid state drive) A personal computer storage device that

stores data in non-volatile special memory instead of on disks or
tape.
• Advantages:
• No moving parts.
• Quieter and more power efficient than HDD.
• Less prone to failure due to shock.
• Better read times:
• Seek time is faster.
• File fragmentation is eliminated.
• Less likely to lose data due to power failures.
• Disadvantage:
• High cost.
SSD Interfaces and Form Factors (Slide 1 of 2)
AHCI: (Advanced Host Controller Interface) A logical interface

used by SATA drives to communicate with the bus.
NVMHCI: (Non-Volatile Memory Host Controller Interface
Specification) A logical interface used by PCIe-based SSD drives
to communicate with the bus.
NVMe: (NVM Express) An interface for connecting flash memory
devices, such as SSDs, directly to a PCI Express bus.
Lanes: In PCIe, two wire pairs (four wires in total) using low
voltage differential signaling, with one pair used to transmit and
the other pair to receive (bi-directional).
SSD Interfaces and Form Factors (Slide 2 of 2)
• Often used for the OS and applications.
• HDD used for user data files.
• Some SDDs are connected using SATA interface.
• 6 Gbps capacity can be a bottleneck over AHCI logical interface.
• SDDs often communicate directly to the PCIe bus using NVMe.
• PCIe-based SSD:
• Can be implemented as regular PCIe adapter card or AiC.
• Uses the M.2 adapter interface.
• M.2 adapters:
• Are not hot-swappable or hot-pluggable.
• Are smaller than a PCIe adapter.
• Supply the power over the bus.
• Can use up to 4 PCIe lanes.
SSD Performance Factors (Slide 1 of 2)
• SSD usually outperforms HDD.

• Serving large files, HDD usually performs better.
• Compare different types of data transfer:
• Read performance.
• Write performance.
• Sequential access.
• Random access.
• Transferring lots of small files.
• Data throughput.
• Latency.
• IOPS.
SSD Performance Factors (Slide 2 of 2)
Wear leveling: Routines used by flash drives to prevent any

single storage location from being overused and to optimize
the life of the device.
• Flash chips are susceptible to degradation.
• Use wear leveling:
• Prevents any single location from being overused.
• Wear leveling helps optimize life of the drive.
Hybrid Drives
Hybrid drive: A drive that contains an SSD portion, which
functions as a large cache, containing frequently accessed data;
and a magnetic disk portion, which is spun up only when non-
cached data is accessed.
Host-hinted mode: A SATA standard (version 3.2) that defines a
set of commands to allow the host computer to specify how the
cache should be used.
• SATA 3.2 standard allows host to specify how to use the cache.
• Drive firmware can run self-optimizing routines.
• User does not have direct control over which files are stored in cache.
Dual-Drive Configurations
• Install separate SSD and HDD devices.

• System chipset and storage drivers make caching decisions.
• Often uses Intel SRT.
• User does not have control over use of the SSD cache.
Legacy Storage Technologies (Slide 1 of 8)
PATA: Older drive technology that supported two devices per
channel: master and slave. Also referred to as IDE or EIDE.
Channels: Paths between PATA drives and motherboard, called
IDE1 and IDE2 or primary (PRI IDE) and secondary (SEC IDE).
• Uses parallel data transfers, with 6 bits transferred per clock tick.
• Motherboards supporting PATA include 1 or 2 host adapters (“channels”).
• IDE1 or PRI IDE and IDE2 or SEC IDE
• Each PATA channel supports 2 devices.
• 01 and 1.
• Master and slave.
• PATA drives use 40-pin port and 80-wire shielded cables.

• Required for UDMA4 or better transfer modes.
• PATA cable can be up to 18” long and has 3 connectors.
• One for motherboard.
• One for each device (master and slave).
• Most cables are Cable Select.
• Drives are identified as master or slave based on position of the connector.
• Pin 1 on cable must be oriented to pin 1 on the connector.
• Identified on cable with a red stripe.
• Keyed to prevent improper insertion.
Interface Standard DMA Mode Max Transfer Special Features

Rate (MBps)
ATA/ATAPI-4 UDMA 2 (Ultra ATA/33) 33 Ultra DMA, 80-conductor cable,
and cyclic redundancy checking
ATA/ATAPI-5 UDMA 4 (Ultra ATA/66) 66
ATA/ATAPI-6 UDMA 5 (Ultra ATA/100) 100 48-bit LBA expansion, and disk
noise reduction
ATA/ATAPI-7 UDMA 6 (Ultra ATA/133) 133 Multimedia streaming
SCSI: (Small Computer Systems Interface) An older personal
computer connection standard that provides high-performance
data transfer between the SCSI device and the other
components of the computer.
• One SCSI HBA can control multiple devices.

• Attach with internal ribbon or external SCSI cables.
• SCSI command language allows HBA to identify:
• Which devices are connected.
• How they are accessed.
• Typically used to connect storage devices.
• Older devices such as scanners could also be connected through SCSI.
• SCSI port is denoted with the symbol
Interface Standard Bandwidth Bus Width (bits) Max. Cable
Protocol (MBps) Length
(meters)
SCSI-1 SCSI-1 5 8 • SE: 6
• LVD: NA
• HVD: 25
Fast SCSI SCSI-2 10 8 • SE: 3
• LVD: NA
• HVD: 25
Fast-Wide SCSI SCSI-2 20 16 • SE: 3
• LVD: NA
• HVD: 25
Ultra SCSI SCSI-3 20 8 • SE: 1.5
• LVD: NA
• HVD: 25
Ultra Wide SCSI SCSI-3 40 16 • SE: NA
• LVD: NA
Copyright (c) 2018 CompTIA Properties, LLC. All•Rights HVD:
Reserved. 25
| CompTIA.org 42
Interface Standard Bandwidth Bus Width (bits) Max. Cable

Protocol (MBps) Length
(meters)
Ultra2 SCSI SCSI-3 40 8 • SE: NA
• LVD: 12
• HVD: 25
Ultra2 Wide SCSI SCSI-3 80 16 • SE: NA
• LVD: 12
• HVD: 25
Ultra3 SCSI SCSI-3 160 16 • SE: 1.5
(Ultra160 SCSI) • LVD: NA
• HVD: 25
Ultra 320 SCSI SCSI-3 320 16 • SE: NA
• LVD: 12
• HVD: NA
Term Description
SCSI Host adapter • Must be installed and recognized for devices to be detected.
• May require third-party driver to be installed.
Bus width • Originally supported 8 devices.
• Wide SCSI supports up to 16 devices.
• HBA is counted as a device.
Signaling • Most buses and devices use LVD.
• SE devices can be added to an LVD bus.
• HVD is incompatible with LVD and SE devices.
Termination • Bus must be terminated at both ends.
• Termination can be enabled on the device by a switch or by connecting a
terminator pack to the device or HBA.
ID • Each device is allocated a unique ID from 0 to 7 (to 15 for Wide SCSI).
• Can be automatically allocated or set using jumpers or click-wheel on the
device.
• Priority goes 7 to 0, then 15 to 8.
Guidelines for Installing Mass Storage Devices
• Does the computer have existing internal storage devices?

• Does the device need additional drivers installed?
• Does the computer have an available power supply cable to supply power
to the device?
• Does the computer have an available drive bay for the storage device?
• Do you have the necessary data cables to connect the storage device to the
controller?
• Does the placement of the device interrupt the air flow of the case?
Activity
Discussing Mass Storage Device Installation and Configuration
Activity
Installing Storage Devices
Removable Storage
Removable storage: A storage device that can be removed

from the computer, or the removable media that can be
inserted in a drive, to store portable data.
• Refers to either:
• Storage devices that can be removed.
• Storage media that can be removed.
• Can be attached or inserted in different computers to move
or copy files.
• Can be used to create a backup.
Optical Media (Slide 1 of 9)
CD: (compact disc) An optical storage technology that can hold

700 MB of data or 80 minutes of audio data.
DVD: (digital versatile disc) An optical storage technology that
can hold 4.7 GB per layer.
• CD has 700 MB capacity.
• Capable of delivering most software applications.
• DVD has about 17 GB capacity.
• Often used for:
• Software installs.
• Games.
• Multimedia.
Pits: In optical storage media, recessed areas on the disk.

Lands: In optical storage media, raised areas on the disk.
CD-R: Compact disks containing a layer with photosensitive dye
in which a laser transforms the dye to mimic the pits and lands
of a premastered CD.
Burning: In optical disks, the process of using a special laser
used to transform the dye to mimic the pits and lands of a
premastered CD.
CD-RW: Compact disks containing a heat sensitive compound
whose properties can be changed between crystalline and
amorphous by a special laser.
• CDs (continued):
• Composed of aluminum foil encased in protective plastic.
• Standard CD is 120 mm diameter.
• 1.2 mm thick.
• Foil layer contains pits and lands arranged in a spiral.
• Changes between pits and lands used to encode data bits.
• CD-R contains photosensitive dye.
• Laser transforms the dye to mimic pits and lands of premastered CDs.
• A type of WORM media.
• After an area has been written to, it cannot be overwritten.
• If space is available, a new session can be started on the disc.
• CD-RW
• Uses a heat sensitive compound to change properties between crystalline and
amorphous by a laser.
• CDs and DVDs have a tendency to degrade and become unusable.
• DVDs:
• Higher density than CDs.
• Thinner than CDs.
• Can be dual-layer and/or double-sided.
• Double-sided discs have to be turned over to access the other side.
• Higher transfer rate than CDs.
• Multiples of 1.32 MBps.
• Fastest models are 24x read and write speeds.
• DVD-R/DVD-RW versus DVD+R/DVD+RW versus DVD±R discs.
• Most drives can read all formats.
• Most drives write in either + or – format.
• DVD±R supports dual layer and double-sided media.
• DVD±RW supports double-sided media only.
• DVD-RAM is not widely supported, but is optimized for multiple write operations.
• Well suited to data storage.
BD: (Blu-ray disc) Latest generation of optical drive technology,
with disc capacity of 25 GB per layer. Transfer rates are
measured in multiples of 36 MBps.
• Used for High Definition (HD) video recording and playback.

• HD requires more bandwidth and storage space.
• 1920 x 1080 compared to 720x480 (NTSC) or 720x576 (PAL).
• Better quality digital surround sound audio.
• Shorter wavelength laser than DVD uses, so has higher density.
• DVD uses 650 mm red laser.
• Blu-ray uses 405 mm blue laser.
• Base speed is 4.5 MBps with maximum theoretical rate of 72 MBps (16x).
• 2x is the minimum required for movie playback.
• Blue-ray Discs (continued):

• Capacity:
• Standard BD: 25 GB per layer.
• Mini-discs (8cm): 7.8 GB per layer.
• Dual-layer discs: 50 GB.
• BD-XL specification requires compatible drives for reading and writing.
• Triple-layer discs: 100 GB.
• Quad-layer discs: 128 GB (not currently recordable).
CD Standard CD Type
Red book Audio CDs (16-bit sampled at 44.1 Hz).
Yellow book Data CDs with error correction (Mode 1) or without (Mode 2). Mode 2 makes more
space available but is only suitable for use where small errors can be tolerated.
Orange book Defines the unused CD-MO and the more popular CD-R and CD-RW.
DVD Capacity Description

Standard (GB)
DVD-5 4.7 Single layer, single-sided.
DVD-9 8.5 Dual layer, single-sided.
DVD-10 9.4 Single layer, double-sided.
DVD-18 17.1 Dual layer, double-sided.
DVD-Video Up to 17.1 • Commercially produced DVDs using mpeg encoding and chapters for
navigation.
• Can be single or dual layer and single or double-sided.
DVD-Audio 8.5 • Format for high quality audio.
• Superior sampling rates and 5.1 surround sound, for instance.
• Consumer DVDs feature DRM and region coding.

• DVD region codes include:
• Region 0: No coding (playback is not restricted).
• Region 1: Canada and the US.
• Region 2: Europe, the Middle East, Japan, South Africa, and Egypt.
• Region 3: SE Asia.
• Region 4: South America, Australia, and New Zealand.
• Region 5: Russia, parts of Africa, and parts of Asia.
• Region 6: China.
• Blu-ray Disc region codes include:
• Region A: America, Japan, and SE Asia.
• Region B: EMEA, Africa, Australia, and New Zealand.
• Region C: Russia and Central Asia (including China).
Optical Drives (Slide 1 of 2)
• CD drives, DVD drives, and Blu-ray drives.

• Larger than HDDs.
• 5.25 inch drive bay and SATA connectors
for internal installation.
• USB, eSATA, or Thunderbolt connection
and external power for external
installations.
• Rated by data transfer speed.
• 150 KBps originally to over 7 MBps.
• Most have read and write capabilities.
• Record/Rewrite/Read speed.
• BURN-proof technology.
Optical Drives (Slide 2 of 2)
CD drive: An optical drive consisting of a spindle motor to spin

the disc, a laser and lens to read the disc, and a tracking system
to move the laser and lens assembly.
DVD drive: An optical drive similar to a CD drive, but with a
different encoding method and a shorter wavelength laser.
Typically can read and burn CD and DVD media.
Blu-ray drive: An optical drive for reading, and if so equipped,
writing to Blu-ray disc media. Most drives can also
read CD and DVD discs.
Flash Memory Devices (Slide 1 of 3)
Solid state storage: Any type of persistent digital storage
technology that does not use mechanical parts.
Flash memory: Similar to a ROM chip in that it retains
information even when power is removed, but it adds flexibility
in that it can be reprogrammed with new contents quickly.
Memory card: Flash drives typically used for digital cameras
and smartphones; typically small and flat.
• Non-volatile EEPROM or NAND flash.

• Small and light compared to other types of storage.
• Storage capacity typically ranges from 512 MB to 256 GB.
• Larger drives are available, but are very expensive.
• Packaging of flash memory varies:
• USB thumb or pen drive.
• Memory cards.
Type of Memory Description
Card
Secure Digital (SD) Maximum capacity
• Original SD cards up to 2 GB.
• SDHC is up to 32 GB.
• SDXC is up to 2 TB.
Speed
• Original specification is up to 25 MBps.
• UHS allows up to 108 MBps.
• UHS-II is rated at up to 312 MBps.
Mini-SD Smaller version of SD cards, with the same capacity and speed designations.
Micro-SD Smallest version of SD cards, using the same capacity and speed designations.
Compact Flash (CF) • Supports up to 512 GB, but no cards were created larger than 256 GB.
• Speed is multiples of 150 Kbps (the same rating as CDs).
• Fastest devices work at 1066x read speeds (160 MBps).
xD Format for Olympus cameras that has been discontinued.
Memory Card Readers (Slide 1 of 2)
Memory card readers: A device containing one or more slots to

accommodate reading (and writing) memory cards.
• Can be an internal component with slots on the face, accessed externally.

• Supports most common memory card formats.
• Usually designed to fit in 3.5” or 5.25” drive bay.
• Connects to a USB hub.
• Motherboards typically have at least one spare 9-pin USB header.
• Might connect to an expansion card.
• Might use a USB converter cable from the internal reader to an external USB port.
• Also available as an external device that connects to an external USB port.
Memory Card Readers (Slide 2 of 2)
External Storage Drives
Drive enclosure: An external case that holds one or more disks
and typically connects to the computer through USB or
Thunderbolt ports.
• Enclosure for external drives usually has USB or Thunderbolt ports.

• eSATA can also be used to attach external drives to an eSATA external port.
• Power is not supplied over the cable.
• Some enclosures support Ethernet connections.
• Referred to as Network Attached Storage (NAS).
• Enclosure might hold multiple disks configured as RAID.
Activity
Discussing Removable Storage Device Installation and Configuration
RAID
RAID: (redundant array of independent disks) A set of vendor-

independent specifications for fault-tolerant configurations on
multiple-disk systems.
• Can act as backups for each other to increase reliability.

• Can act together to create one very large drive.
RAID Levels (Slide 1 of 9)
Disk striping: A disk array access pattern where data is written

in stripes to two or more disks sequentially, improving
performance. Also known as RAID 0.
• RAID 0 (Striping without Parity):

• Logical volume size is combined total of smallest capacity physical disk.
• Ideally all disks are identical capacity, type, and performance.
• Adds no storage overhead.
• A means of creating a large logical volume from multiple low capacity disks.
• Provides no redundancy.
• If any physical disk fails, the entire array fails.
Disk mirroring: A type of RAID (RAID 1) that uses two hard

disks, providing the simplest way of protecting a single disk
against failure.
• RAID 1 (Mirroring):
• Requires two hard disks, one being a duplicate of the other.
• Each write operation is duplicated on the second disk, creating a small
performance overhead.
• Read operations can use either disk, which boosts performance slightly.
• If one disk fails, the other takes over.
• When a failed disk is replaced, performance suffers during the resync operation.
• More expensive per gigabyte than other RAID levels (only 50% of space is
available for storage).
• Total volume size cannot exceed available disk capacity.
• RAID 5 (Striping with Distributed Parity):

• Writes error checking data across all disks in the array.
• Data and parity are managed so they are always on different disks.
• If a single disk fails, information spread on the other disks allows data to be
completely reconstructed.
• Performance considerations:
• Offers the best read operation performance.
• Read performance is degraded if a drive fails and data needs to be reconstructed.
• Write operations suffer reduced performance due to the parity calculation.
• Requires at least 3 drives.
• Allows flexibility for overall array capacity.
• Maximum number of drives determined by controller or OS.
• Adding more disks increases chance of failure.
• RAID 5 (continued):
• Level of fault tolerance and available disk space is inverse.
• Adding disks to the set, fault tolerance decreases.
• Usable disk space increases.
• Parity requirements vary with the number of disks.
• RAID 5 with 3 disks requires 1/3 of each disk for parity, so using three 80-GB disks
provides 160 GB usable disk space.
• RAID 5 with 4 disks requires ¼ of each disk for parity.
• RAID 1+0 (RAID 10):

• Combination of RAID 1 and RAID 0 provides high fault tolerance.
• Considered a nested array.
• Requires at least 4 disks.
• More disks can be used, but there must be an even number of disks.
• Suffers the same 50% disk overhead as mirroring.
RAID Configuration Options (Slide 1 of 4)
Hardware RAID solution: A method of creating volumes from
an array of physical disks by using a plug-in controller card or
the motherboard, independently of the installed operating
system.
• Entry-level controllers typically support only RAID 0 or RAID 1.
• Typically use SATA drives.
• Mid-level controllers might add support for RAID 5 or RAID 10.
• Hot swap features are typically only available with high-end hardware.
• Requires compatible controllers and disk units.
• New disks are transparently synchronized with other disks in the set.
• Typically uses SCSI (SAS).
• More expensive than a software RAID solution.
• Hardware RAID (continued):

• Usually configured through firmware configuration utility.
• Sometimes RAID controller configuration tools are available within the OS.
• Software RAID:
• Windows provides options to set up software RAID.
• Uses standard disks and controllers.
• Windows Server and Windows Professional/Enterprise editions support RAID 1
and RAID 5.
• Can use internal disks on varying interfaces.
• Typically cannot use external disks connected through USB or Thunderbolt.
• Windows 10 Storage Spaces feature provides RAID-like functionality for external disks.
• Linux uses Logical Volume Manager to implement various RAID levels.
• Software RAID is typically less expensive than hardware RAID controller cards.
Hot swappable drive: A device that can be added or removed

without having to restart the operating system.
• Hot swappable drives:

• Usually a server-level or high-end workstation feature.
• Drives mate into combined data/power port.
• Drives can be added from the front of the case without opening the chassis.
• Drives are secured and released with a latch.
Hot swap drive

enclosure
Activity
Discussing RAID Configuration
Disk Failures
• A hard drive that is failing might display the following symptoms:

• Read/write failure
• Blue Screen of Death (BSoD)
• Bad sectors
• Constant LED activity
• Noise
Disk Integrity Testing (Slide 1 of 2)
• Disk Integrity Tools
• chkdsk
• S.M.A.R.T.
wmic /node:localhost diskdrive get status
• Run advanced diagnostic tests
• Obtain from hard drive vendor or PC
manufacturer
Disk Integrity Testing (Slide 2 of 2)
Boot Failures (Slide 1 of 2)
• If the hard drive is not detected at boot (or if a second hard drive is not
shown under Windows):
• Verify that the storage device is powering up.
• If inactive, check that the drive has a power connector attached.
• If drive is powered up:
• Check that the boot sequence is set correctly in the PC firmware system setup program.
• Check that there are no removable disks in floppy or optical drives.
• Check the data cables.
• Check that it has not been disabled by a jumper or via system setup.
Boot Failures (Slide 2 of 2)
• For correctly configured drives:

• If a boot hard drive is detected by the POST but not by Windows, there is probably
a problem with the file system.
• Boot into the recovery environment using the Windows setup disc and enter C: at the
command prompt.
If this produces the error message Invalid media type, try running bootrec
You can also try to reformat the disk (at the expense of any data, of course).
• If this produces the error message Invalid drive specification, check the drive's partition
structure with diskpart.
Boot Block Repair (Slide 1 of 2)
MBR: (master boot record) Sector on a hard disk storing
information about partitions configured on the disk.
GPT: (globally unique ID partition table) Modern disk partitioning
system allowing large numbers of partitions and very large
partition sizes.
• Drive not detected at bootup.
• Second drive not recognized or shown in Windows File Explorer.
• Malware:
• Damage to the boot information on the drive.
• Two methods of formatting boot information:
• MBR
• GPT
Boot Block Repair (Slide 2 of 2)
• Damage to boot information results in boot errors, including:

• OS not found.
• Invalid drive specification boot using anti-virus software to detect virus that
caused the problem.
• Try booting using the repair options on the Windows product disk.
1. Boot from the product disk and select Repair.
2. Try using the Startup Repair option.
3. If necessary, select the Command Prompt option.
1. Enter bootrec /fixmbr to attempt repair of the MBR.
2. Enter bootrec /fixboot to attempt repair of the boot sector.
3. Enter bootrec /rebuildbcd to add missing Windows installations to the Boot
Configuration Database (BCD).
4. Reboot the PC.
File Recovery Options (Slide 1 of 2)
• Remove the hard disk from the computer and insert into an external
enclosure.
• Connect external enclosure to a PC via a USB port.
• Mount the externally connected drive through Disk Management or
analyze through file recovery software.
• Try using chkdsk to restore file fragments from bad sectors.
• Files saved as file####.chk files on the root of the volume.
• file####.chk files are rarely directly usable.
• Third-party software might be more successful in accessing the data.
File Recovery Options (Slide 2 of 2)
Disk Performance Issues
Disk defragmentation: A software routine that compacts files

back into contiguous areas of the disk.
• Slow disk performance can be a bottleneck.

• Often improved by adding more RAM.
• Ensure file fragmentation is minimized.
• Low disk capacity can cause slow performance.
• Windows warns users in notification area when space is under 200 MB.
• Use Disk Cleanup program to free up space.
• Manually move or delete files.
• Uninstall unnecessary applications.
Guidelines for Troubleshooting Optical Drives (Slide 1
of 2)
• Troubleshooting read problems in optical drives:
• Most problems related to dirt are caused by dirt on the disc itself. Special
cleaning kits are available for cleaning optical drives.
• If the CD drive is not able to read any CDs, it is likely a hardware problem.
• DVD-Video requires MPEG decoding hardware or software (codecs) to be
installed for playback (included in Windows 7, except Starter and Home Basic).
• A DVD-ROM cannot be read from a CD-ROM drive.
• There is currently no native support for Blu-ray in any version of Windows.
Guidelines for Troubleshooting Optical Drives (Slide 2
of 2)
• Troubleshooting write errors in optical drives:
• Where Windows does not support a particular recordable or rewritable format
directly, third-party software is required.
• Check that you are using the write speed recommended for the brand of discs
you have purchased.
• Most problems are connected to buffer underruns. To prevent these:
• Burn discs at a lower write speed.
• Copy source files to the local hard disk (rather than removable or network drives).
• Avoid using other applications when burning a disc.
Common RAID Configuration Issues
• RAID not found

• RAID stops working
Guidelines for Troubleshooting RAID Issues (Slide 1 of
2)
• If Windows doesn’t detect RAID during setup or at boot:
• Verify RAID controller drivers are installed.
• Use the RAID configuration utility to verify the status.
• If the configuration utility cannot be accessed, the controller may have failed.
Guidelines for Troubleshooting RAID Issues (Slide 2 of
2)
• If RAID stops working:
• Volume is listed as degraded, but the data on the volume is still accessible.
• Examine event logs in the OS system log.
• Replace failed disks as soon as possible.
• If the volume is unavailable, too many disks may have failed or the controller may
have failed.
Activity
Discussing Storage Device Troubleshooting
Activity
Troubleshooting Storage Devices
1. Which types of storage devices have you worked with? Have you installed
additional hard drives or replaced hard drives?
2. What sorts of issues have you experienced with storage devices? How will
the troubleshooting tools and guidelines presented in this lesson help with
future issues?
Troubleshooting Internal System
Components
Installing, Configuring, and Troubleshooting Internal
System Components
• Install and Upgrade CPUs
• Configure and Upgrade BIOS/UEFI
• Install Power Supplies
• Troubleshoot Internal System Components
• Configure a Custom PC
Topic A: Install and Upgrade CPUs
Exam Objectives:
and add-on cards.
CPU
CPU: (central processing unit) The main chip on the system board,
it performs software instructions and mathematical and logical
calculations. Also referred to as the microprocessor or processor.
• Controls I/O functions

• Processes simple instructions quickly
• CPU manufacturing process
CPU Architectures
Instruction set: The machine language code and commands the
CPU can process.
ALU: (arithmetic logic unit) A CPU circuit that performs integer-
based calculations and performs bit-wise logical calculations.
FPU: (floating point unit) A math co-processor built into the CPU that
performs calculations on floating point numbers.
1. Software is assembled into instructions and loaded into system memory.
2. The control unit fetches instructions in sequence from system memory to the
pipeline.
3. The control unit decodes each instruction and either executes it itself or
passes it to the ALU or FPU for execution.
4. The result of the executed instruction is written back to a register or to system
memory.
Instruction Sets
GP registers: (general purpose) Registers that store data from a

CPU's basic instruction set.
• x86-32 or IA-32
• x64
• Intel IA-64
• AMD AMD64
• Intel EM64T, also known as x86-64 or x64
Addressing
• System bus between CPU and memory consists of:
• Data bus determines how much data can be transferred per clock cycle.
• Address bus determines how many memory locations the PC can access.
• On modern PCs, the data bus is 64 bits wide.
• Address bus for 32-bit CPUs is 32 or 36 bits wide.
• 32-bit bus can access 4 GB of address space.
• 36-bit bus can access 64 GB of address space.
• Address bus for 64-bit CPUs is usually 48 bits wide.
• 48-bit bus can access 256 TB of address space.
• Done to reduce complexity in compatibility with 32-bit software.
• Theoretically could be 64-bits wide and access 16 Exabytes of address space.
Cache
Cache: A small block of high-speed memory that enhances
performance by preloading instructions and data from system RAM
that the CPU uses regularly.
• Originally implemented as a second chip on the motherboard.
• Now implemented almost exclusively on-die (on the CPU itself).
• Levels
• Level 1 cache is closest to CPU and is smallest and fastest.
• Level 2 cache is a bit larger, and a bit slower than Level 1.
• Levels 3 and 4 are larger and possibly slower than Level 2.
Hyperthreading
Multitasking: The ability of an operating system to run multiple programs,
or tasks, at one time.
Thread: A stream of instructions generated by a software application. Most
applications run a single process in a single thread.
• Superpiplining:
• CPUs process multiple instructions at once.
• Considered superscalar architecture as multiple execution units are required.
• Multithreading:
• Also known as SMT, HT, or HTT.
• Allows multiple threads to run through the CPU at the same time.
• Duplicates many registers of the CPU.
• Reduces amount of CPU idle time.
• The OS thinks more CPUs are installed.
• Works best with multithreaded software (usually runs on servers).
Multiprocessing and Multicore Processors
SMP: (symmetric multiprocessing) A condition where two or more

physical CPUs that share a common OS and memory execute
instructions simultaneously.
• Two or more physical processors installed for SMP.

• SMP-aware OS makes efficient use of processing resources.
• Multicore CPUs are multiple processors combined on the same die.
• Often 2, 4, 8, or more processors.
Clock Speed
• A key performance indicator.

• Some run slower but provide better performance.
• Core clock speed :
• Speed at which the CPU runs internal processes and accesses L1 and L2 cache.
• Front Side Bus speed is the speed of the interface between the CPU and
system memory.
Overclocking
Overclocking: Increasing the clock speed over the optimum speed

determined by the manufacturer in an effort to increase
performance.
• Manufacturer sets optimum clock speed where damage is not likely.
• Overclocking is configured through system setup firmware or by adjusting
properties of the CPU Speed or Advanced Chipset Features.
• Can increase the core clock speed.
• FSB speed (overclocking the memory chips).
• Both core and FSB speed.
• Increasing clock speed generates more heat.
• Requires a suitable power supply and sufficient cooling.
• Monitor the temperature of the room as well.
Power Management (Throttling)
Throttling: Technology that allows the CPU to slow down if

thermal output reaches a critical level or to improve power
performance.
• CPUs can implement power management to enter lower power states.
• Helps conserve energy and reduce heat production.
• CPUs that run too hot can become unstable or damaged.
Other CPU Features (Slide 1 of 2)
VM: (virtual machine) A guest OS installed on a host computer by

using virtualization software (a hypervisor), such as Microsoft
Hyper-V or VMware.
Hardware-assisted virtualization: Instruction set extensions that
facilitate the operation of VMs.
SLAT: (second level address translation) A feature of virtualization
software designed to improve the management of virtual (paged)
memory.
EPT: (extended page table) The term used for SLAT extensions by
Intel.
RVI: (rapid virtualization indexing) The term used for SLAT
extensions by AMD.
Integrated GPU: A graphics adapter built onto the motherboard or
the CPU. Copyright (c) 2018 CompTIA Properties, LLC. All Rights Reserved. | CompTIA.org 14
Other CPU Features (Slide 2 of 2)
• Virtualization extensions.
• Integrated GPU.
CPU Packaging and Compatibility (Slide 1 of 2)
CPU form factor: CPU packaging and how it connects to the
motherboard.
LGA: (Land Grid Array) Intel technology in which pins that connect
the CPU and socket are located on the socket.
• Intel CPU ranges:

• Core
• Pentium
• Celeron
• Atom
• Xeon
• LGA socket type
Intel Socket 1150
CPU Packaging and Compatibility (Slide 2 of 2)
PGA: (Pin Grid Array) AMD technology in which pins that connect
the CPU and socket are located on the underside of the processor.
ZIF: (Zero Insertion Force) A processor socket type allowing the
chip to be placed in the socket with as little risk of damaging the
pins on the processor chip as possible.
• AMD CPU ranges:

• Ryzen/Threadripper
• Ryzen Mobile
• Epyc
• PGA socket type
AMD FM2+/FM2 Socket

Cooling Mechanisms (Slide 1 of 3)
Heat sink: A passive heat exchanger that dissipates heat from a

source such as a CPU and transfers it, normally via an enlarged
surface area, to another medium such as air or water.
Thermal paste: A medium used to connect a heat sink to a CPU
that fills any gaps between the CPU and the heat sink to permit a
more efficient transference of heat from the CPU to the heat sink.
Passive cooling device: Cooling systems that work without
electricity.
• CPU heat sink and fan assembly
• Case fans
• GPU fans
Heat pipe: A sealed tube containing water or ethanol coolant. Heat

spreader: Similar to a heat pipe except it is a flat container rather
than a pipe.
• Liquid-based cooling systems
CPU Installation Considerations
• Make sure processor matches the type of socket on the system board.
• When upgrading the CPU, check that the new model is supported by the
motherboard.
• On a processor, Pin 1 may be indicated with:
• A beveled corner or a white dot printed in one corner of the processor.
• A square, rather than round, joint where one of the pins is connected to the underside
of the processor.
• A "spur" on one corner of the gold patch on the underside of the processor.
• On a processor socket, Pin 1 may be indicated with:
• A difference in the pattern of pin holes in one corner.
• A "1" printed on the motherboard next to one corner.
Activity
Discussing CPU Upgrades
Activity 5-1: Discussing CPU Upgrades
• What limits upgrade potential for the system processor?
• ANSWER:
• The type of CPU socket and chipset provided on the motherboard.
• How can CPU performance be improved?
• ANSWER:
• Overclocking—setting the processor to run at a higher clock speed than it was
designed for.
• Why can cache improve performance?
• ANSWER:
• A CPU tends to repeat the same routines and access the same data over-and-over
again. If these routines are stored in fast cache RAM, they can be accessed more
quickly than instructions and data stored in system memory.
• What does SMP mean?
• ANSWER:
• Symmetric Multiprocessing—installing more than one CPU. This requires a
motherboard with multiple CPU sockets.
• How is the heat sink and fan assembly attached, and what problems can
occur releasing it?
• ANSWER:
• The heat sink is attached to the motherboard via a clip or push pins. There will also be
a power connector for the fan. Clip mechanisms can be difficult to release; push pins
are now more common and just require a half turn on each pin with a screwdriver to
release. Another issue can arise where too much thermal paste has been applied,
causing the heat sink to stick to the processor.
• What must you check when inserting a PGA CPU chip?
• ANSWER:
• That pin 1 is aligned properly and that the pins on the package are aligned with the
holes in the socket. Otherwise, you risk damaging the pins when the ZIF lever is
lowered.
• What is the difference between a heat sink and a heat pipe?
• ANSWER:
• A heat sink uses solid metal fins to dissipate heat through convection (often assisted
by using fans to move air across the fins). A heat pipe contains fluid that evaporates in
the area over the CPU, cools and condenses in another part of the pipe, and then
flows back to the area over the CPU to continue the cycle.
Activity
Planning for a CPU Upgrade
Topic B: Configure and Update BIOS/UEFI
Exam Objectives:
and add-on cards.
System Firmware
Firmware: Software stored in memory chips that stores information
whether the computer is turned on or not.
System firmware: Provides low-level code that allows computer
components to be initialized and load the main OS software.
Hardware Firmware Software

BIOS
BIOS: (basic input/output system) A set of instructions that is stored

in ROM and that is used to start the most basic services of a
computer system.
UEFI
UEFI: (Unified Extensible Firmware Interface) A standard firmware
interface for PCs designed to improve software interoperability and
address the limitations in BIOSs.
System Firmware Setup Programs
System Component Settings (Slide 1 of 3)
• CPU features
• RAM
• Power management
• Date, time, and daylight savings
Boot Options (Slide 1 of 2)
• Hard drive
• Floppy drive
• Optical drive
• USB
• Network/PXE
Boot Options (Slide 2 of 2)
Interface Configuration Settings
• Onboard device configuration

• Storage adapters
• USB
• Network adapters
• Graphics adapters
• Sound adapters
Security Settings (Slide 1 of 2)
• Authentication:
• Supervisor/Administrator/Setup
• User/System
• Drive locks:
• Password stored in PC firmware
• Password stored in disk firmware
• Full Disk Encryption
• Drive encryption
Security Settings (Slide 2 of 2)
• TPM
• LoJack
• Intrusion detection
• Secure boot
Firmware Updates
• Fix bugs.
• Solve incompatibilities.
• Check websites for updates:
• Only apply to resolve specific issues.
• Install critical updates.
Activity
Discussing BIOS/UEFI Configuration and Updates
Activity 5-3: Discussing BIOS/UEFI Configuration and
Updates
• What advantages does UEFI have over BIOS?
• ANSWER:
• UEFI supports 64-bit CPU operation and better hardware support at boot. UEFI also
allows for full GUI system utilities and mouse support plus better system startup
security options (such as pre-OS boot authentication).
Updates
• Name three keys commonly used to run a PC's BIOS/UEFI system setup
program.
• ANSWER:
• Esc, Del, F1, F2, F10.
Updates
• What widely supported boot method is missing from the following list?
HDD, FDD, Optical, USB.
• ANSWER:
• Network/PXE (Pre-eXecution Environment)—obtaining boot information from a
specially configured server over the network.
Updates
• Where should you launch a typical firmware upgrade utility—from system
setup or from Windows?
• ANSWER:
• If the option is available, it is safer to run a firmware upgrade from the system setup
program as it reduces the risk of some other process interfering with the update.
Updates
• If you want to enforce TPM system security, what other BIOS feature
should you enable?
• ANSWER:
• A supervisor password to prevent the TPM keys from being accessed or cleared.
Updates
• True or false? Processor extensions such as VT are set by the vendor
depending on the CPU model and cannot be enabled or disabled by the
user.
• ANSWER:
• Mostly false. A feature such as VT is sometimes disabled on some low-end models,
but if it is available as a feature of that model, the user can choose whether it is
enabled or disabled.
Updates
• A user's computer was recently installed with a new optical drive. The
user now reports a "chassis" error message after the POST sequence.
What might be the cause?
• ANSWER:
• Intrusion detection is enabled in the BIOS.
Updates
• When you are configuring BIOS security, what is the difference between a
supervisor password and a user password?
• ANSWER:
• The user password allows the boot sequence to continue, while a supervisor
password controls access to the firmware setup program.
Updates
• What security system allows system boot to be disabled if the computer
is reported stolen?
• ANSWER:
• LoJack for Laptops (other tracking software suites are available).
Topic C: Install Power Supplies
Exam Objectives:
• 1001-3.7 Summarize power supply types and features.
Electrical Circuits (Slide 1 of 3)
Voltage: The potential difference between two points measured in
Volts (V).
Current: The actual flow of electrons, measured in Amps (I).
Resistance: A degree of opposition to the current caused by
characteristics of the conductor, measured in Ohms (Ω or R).
Power: The rate at which electricity is drawn from the supply by the
device using it, measured in Watts.
Energy: The amount of power consumed by a device over time,
measured in Kilowatt-hours.
DC: (Direct Current) The charge flows in one direction from the
positive to negative terminals of the power source at a constant
voltage.
AC: (Alternating Current) The current flows in both directions
around the circuit and the voltage alternates between low and high
values.
Conductor: A material that is good at conducting electricity, such as
gold, copper, or tin.
Insulator: A material that does not conduct electricity, such as
rubber or plastic.
Semiconductor: A material that can act as both a conductor and an
insulator.
Resistor: A material that can oppose the flow of current without

blocking it completely and is used to manage electronic circuits.
Diode: A valve allowing current to flow in one direction only.
Fuse: A safety device designed to break a wire, breaking the circuit
and shutting off the current.
Transistor: A semiconductor switch used to create logic devices.
Capacitor: A device which stores electrical energy and is often
used to regulate voltages.
PSU
PSU: (Power Supply Unit) An internal hardware component that
delivers Direct Current (DC) low voltage power to the PC
components.
• Contains:
• Transformers
• Filters
• Regulators
• Fan
PSU Form Factors
• ATX
• Most common
• EPS12V
• Server class
• Micro-ATX
• SFX12V
• TFX12V
Input Voltage
Input voltage: A PSU setting to set North American power supplies

to 115 V and UK power supplies to 240 V.
PSU Power Ratings
Power rating: The maximum power output available from a PC
power supply, measured in watts, calculated as voltage multiplied
by current.
• Calculated as V*I
• Desktop PC typically 200-300 W
• Slimline Desktop PC typically 100-200 W
• Tower systems and servers often over 300 W
• Gaming PCs often over 500 W
Output Voltages
OCP: (Overcurrent Protection) A power supply rail safety feature

that cuts the circuit if the power exceeds a safe limit.
Output Rail (V) Maximum Load (A) Maximum Output (W)

+3.3 20 130
+5 20 130
+12 33 396
-12 0.8 9.6
+5 (standby) 2.5 12.5
PSU Adapter Types (Slide 1 of 3)
Voltage regulator: A module that ensures the motherboard delivers
the voltage required by the CPU.
Main connector: The adapter from the power supply that supplies
power to the motherboard.
Molex connector: A power connector that is used to supply power
to Parallel Advanced Technology Attachment (PATA) drives, optical
drives, and SCSI drives.
• PCIe connectors: 6-pin

• P4 and EPS connectors: 8-pin
Power Needs Calculation (Slide 1 of 2)
1. List the devices that need to have power served by the PSU. Be sure to
include the following:
• Motherboard
• CPU
• RAM
• Hard drives
• CD drives
• DVD drives
• Floppy drives (if any)
• Expansion cards
Power Needs Calculation (Slide 2 of 2)
2. Determine the power requirements for each device.

3. Add up the power requirements for the existing total power load.
4. Consider adding a buffer of 20 to 30 percent for future power needs.
5. Examine the details on the PSU currently installed, paying particular attention
to the maximum output.
• If you have not exceeded the power available, you do not need to upgrade the PSU.
• If you have, you will need to obtain a PSU with a higher output and install it.
Activity
Discussing Power Supply Installation
Activity 5-4: Discussing Power Supply Installation
• How would you calculate the power used by a component?
• ANSWER:
• Multiply its voltage by the current it draws (W=V*I).
• What causes a fuse to blow—excessive voltage or excessive current?
• ANSWER:
• Excess current.
• What is the significance of a PSU's power output when you are designing
a custom build PC?
• ANSWER:
• It determines the number of drives, expansion cards, and peripherals that the PC can
support (assuming the peripherals do not have their own power supplies).
• Are you able to use a standard ATX12V PSU with a Mini-ITX motherboard?
• ANSWER:
• Yes (assuming it fits in the case you have chosen).
• You have a power supply with an 8-pin connector on it. What is this for?
• ANSWER:
• It supplies power to a PCI Express graphics card.
• You are connecting a new PSU. The PSU has a square 4-pin P4 cable but
there is no square 4-pin receptacle on the motherboard. Should you leave
the cable disconnected?
• ANSWER:
• No; it will plug into an 8-pin EPS12V receptacle near the CPU. You should check the
motherboard documentation for advice about which pins to plug the cable into.
• What setting should you check before installing a PSU?
• ANSWER:
• That the voltage selector is set to the correct voltage (or if there is no selector, that the
PSU is suitable for the voltage used by the building power).
• Another technician replaced the PSU on a PC. Later the same day the
PC's owner contacts you to say that the system has been displaying
numerous alerts about high temperature. What do you think might be the
cause?
• ANSWER:
• You would need to open the case to investigate the problem. Perhaps when the
upgrade was performed, one of the fan power connectors was not attached properly. If
the PSU cabling was not secured with cable ties, it could disrupt air flow within the
case, reducing the effectiveness of fans.
There could be a fault with the fan on the new PSU.
Activity
Calculating Power Requirements and Installing a PSU
Topic D: Troubleshoot Internal System Components
Exam Objectives:
• 1001-5.2 Given a scenario, troubleshoot problems related to
motherboards, RAM, CPUs, and power.
Basic Hardware Problems
• Look for simple solutions first.

• Find out if anything has changed.
• Eliminate hardware issues as a cause first.
• Try one thing at a time.
• Take care to ensure that a user's data is backed up before proceeding.
• Observable symptoms
• Indicator lights.
• Alerts.
• Overheating.
• Loud noises.
• Visible damage.
Power Problems (Slide 1 of 2)
• Computer that won’t start.

• Computer that suddenly turns off or restarts.
• Indicators that computer is not getting power:
• No LEDs on front panel light up.
• No sound of fans or hard drive spinning.
• Fault might lie with:
• PSU.
• Incoming mains electricity supply.
• Power cables or connectors.
• Fuses.
Power Problems (Slide 2 of 2)
No Power
• Check that other equipment in the area is working; there may be a blackout.
• Check that the PSU cabling is connected to the PC and the wall socket
correctly and that all switches are in the "on" position.
• Try another power cable—there may be a problem with the plug or fuse.
• Check that all of the wires are connected to the correct terminals in the plug.
• Check the fuse resistance with a multimeter.
• Try plugging another piece of "known-good" equipment (such as a lamp) into
the wall socket.
• Try disconnecting extra devices, such as optical drives.
Multimeter Use (Slide 1 of 3)
Multimeter: An electrical meter capable of measuring voltage,
resistance, and current.
• To test a fuse, set the multimeter to measure resistance and touch the probes
to each end of the fuse.
• A good fuse should have virtually zero Ohms of resistance.
• A blown fuse will have virtually infinite resistance.
• Power supply problems can be indicated by otherwise inexplicable system lockups or
unprompted reboots.
• PC power supplies are NOT user-serviceable.
• Do NOT attempt any maintenance beyond the simple tests described.
• Never remove the cover of a power supply.
Supply Line Color Code Tolerance Min. Voltage Max. Voltage

+5 V Red ±5% +4.75 V +5.25 V
+12 V Yellow ±5% +11.4 V +12.6 V
-12 V Blue ±10% -10.8 V -13.2 V
+3.3 V Orange ±5% +3.135 V +3.465 V
+5 V Standby Purple ±5% +4.75 V +5.25 V

Higher than +3 V when PC is off; less than 0.9 V when the
PSU On Green
PC is on.
Less than 0.9 V when the PC is off; higher than 2.5 V when
Power Good Gray
the PC is on.
Ground Black - - -
Power Supply Tester
Power Supply Tester: A type of meter designed specifically to test

PSUs.
• Typically include ports for:

• 20/24-pin P1
• Molex
• SATA
• 8-pin connectors
• Each pin on each port has LED
POST and Boot Problems (Slide 1 of 6)
Power-On Self-Test (POST): A hardware checking routine built into
the PC firmware. This test sequentially monitors the state of the
memory chips, the processor, system clock, display, and firmware
itself.
1. POST locates video card firmware at memory address C000.
• If found, card is initialized from its own firmware.
2. Startup screen is displayed.
• More tests are performed, including RAM.
• Any errors are indicated by displaying text messages.
3. If desired, access system setup routine at this point.
4. Most computers boot silently, but some may emit a single beep to indicate
system checks have been successfully completed.
5. PC searches for interfaces with additional firmware chips.

6. Firmware may display system configuration summary screen.
7. Operating system load sequence starts.
POST Not Running

• If you ensure power is available but computer does not start, screen remains
black, and there are no beeps, POST likely is not executing.
• Verify monitor cable is connected and undamaged and that the monitor is turned on
and set to the correct input type.
• If possible, try another monitor if there is still no image.
• Check for faulty cables, damaged or mismatched CPU, or motherboard issues.
POST Not Running (continued):

• Try these tests and solutions:
• If the system firmware has been flashed and the PC has not booted since, the system
firmware update may have failed. Use the reset procedure.
• Check cabling and connections. Correct any errors, reset adapter cards, and then
reboot the PC.
• Check for faulty interfaces and devices. Try removing one device at a time to see if
this solves the problem.
• Check the PSU for a fault that is preventing the Power Good signal from being sent to
the CPU, preventing POST.
• Check for logic errors—POST test adapter cards can interpret the debug codes given
by the firmware
• Check for a faulty CPU or system firmware.
• Check motherboard jumper settings.
POST Beep Codes

Code Meaning
1 short beep Normal POST—System is OK
2 short beeps POST error—Error code is shown on screen
No beep Power supply or motherboard problem
Continuous beep Power supply, motherboard, or system memory
problem
Repeating short beeps Power supply, motherboard, or keyboard problem
1 long, 1 short beep Motherboard problem

1 long, 2 or 3 short beeps Display adapter error
3 long beeps 3270 keyboard cardCopyright (c) 2018 CompTIA Properties, LLC. All Rights Reserved. | CompTIA.org 90
BIOS Time and Settings Reset
• Modern computers don’t rely on CMOS battery to store settings.
• Computers that lose the correct time might have a failed Real Time Clock
battery.
• Older computers that have a failed battery may result in system setup settings
being lost or corrupted.
• CMOS Checksum error might be displayed.
• To replace a CMOS battery:
1. Obtain coin cell battery compatible with the motherboard.
2. Unclip old battery and remove it.
3. Plug in new battery.
4. Switch on computer.
Operating System Search/Boots to Incorrect Device
• After POST tests, firmware searches devices in specified boot sequence.
• If first drive is not found, it moves to the next drive.
• If no disk-based boot device is found, it might try to boot from a network.
• If no boot device is found, an error message is displayed, and the boot process
is halted.
OS Boot Troubleshooting and Log Entries (Slide 1 of 2)
• When boot device is located, code from boot sector is loaded into memory.
• Code from boot sectors takes over from system firmware to load the rest of the
OS into system memory.
• Error messages after this point are usually software or driver problems.
OS Boot Issues
• If system tries to boot to the wrong device, verify removable media is not in a
drive or connected that might interfere with the boot process.
• Verify boot device order is correctly configured.
• Examine log entries:
• In Windows, use Event Viewer to analyze System and Applications logs.
• In Linux, review boot messages using dmesg | less command.
OS Boot Troubleshooting and Log Entries (Slide 2 of 2)
Motherboard Component Problems (Slide 1 of 4)
Distended capacitors: Capacitors that are swollen or bulging or
emitting residue indicates that they have been damaged or could
have failed due to a manufacturing defect.
Chip creep: Cards can work free from a slot over time, though this
is not common.
• Could be damaged by ESD, power spikes, overheating.

• Blown components can leave scorch marks.
• Look for distended capacitors.
• Pins on integrated components can be damaged from improper plug insertion.
• Dirty systems can cause temperature changes.
• For intermittent device failure, determine that it is not caused by software, disk
problems, or malware.
• See if there is a pattern to the failure.
• If the PC has been on for some time, it could be a thermal or power issue.
• For physical damage, use diagnostic software to run tests.
• Insufficient cooling is the main cause of processor, memory, and motherboard
issues.
• Thermal faults are often cyclic as powering down allows processors and components
to cool down.
• Visually inspect for physical damage.
• Pins are not bent.
• Dirty contacts on connectors.
• Chips and boards are properly
seated.
• Scorch marks and distended
capacitors.
• Determine if intermittent problems have a pattern.

• Verify power supply provides stable voltages to the computer.
• Check for overheating issues. Ensure that:
• CPU fan is working.
• Heatsink is properly fitted.
• Empty slots have blanking plates installed.
• Processor is running at the correct speed.
• Environment is not too hot or dirty.
Activity
Discussing System Component Troubleshooting
Activity 5-6: Discussing System Component
Troubleshooting
• What cause might you suspect if a PC experiences intermittent lockups?
• ANSWER:
• Assuming the cause is not recent installation of faulty software or hardware, then
thermal or power problems are most likely. Loose connections or faulty memory or
CPU are also possibilities.
Troubleshooting
• How might you diagnose a thermal problem?
• ANSWER:
• Feel if the system is hot to touch, check temperature gauges, watch for cyclic
lockup/reboot problems.
Troubleshooting
• What measurement would you expect from a multimeter if a fuse is good?
• ANSWER:
• Zero ohms.
Troubleshooting
• What might stop a POST from executing?
• ANSWER:
• Faulty cabling and connections, poorly-seated chips, faulty interfaces and devices,
logic errors, faulty CPU, motherboard, or PSU.
Activity
Diagnosing Power Problems
Activity
Diagnosing System Errors
Topic E: Configure a Custom PC
Exam Objectives:
• 1001-3.8 Given a scenario, select and configure appropriate
components for a custom PC configuration to meet customer
specifications or needs.
• 1001-3.9 Given a scenario, install and configure common devices.
Client Personal Computers (Slide 1 of 2)
Standard (thick) client: A business computer that performs most or all
computing functions on its own. Also referred to as a standard client or
a fat client
User accounts: Each user who wishes to access a Windows computer
will need a logon ID, referred to as a user account.
Thin client: A business computer that relies heavily on another
system, typically a server, to run most of its programs, processes, and
services.
VDI: (Virtual Desktop Infrastructure) Hosting user desktops as virtual
machines on a centralized server or cloud infrastructure. The desktop
OS plus applications software is delivered to the client device (often a
thin client) over the network as an image.
Client Personal Computers (Slide 2 of 2)
• Windows 10 Account Types • Linux Account Types

• Administrator • root
• Standard User • standard user
• Guest account • macOS Account Types
• Child account • Administrator
• Microsoft account • Standard
• Local account • Managed with Parental Controls
• Domain user account • Sharing Only
Business Workstations (Slide 1 of 5)
Workstation: A client device that connects to the network.
• Runs more demanding applications than standard office suites.

• Compared to standard desktops, workstations typically have:
• Faster processors.
• More memory.
• Faster and larger drives.
• Multiple monitors.
• Might have RAID implemented.
• Often used to process critical data.
IDE: (Integrated Development Environment) A GUI programming
environment that includes features such as a code editor, code
interpreter or compiler, and the ability to find coding errors.
Virtualization: Software allowing a single computer (the host) to run
multiple guest OSs or VMs.
• Programming, development, and virtualization workstations:

• Run one or more IDE environments.
• May also run local database server application for testing.
• Development is likely to require virtualization for multiple OSes.
DTP: (Desktop Publishing) An application similar to word
processing but with more emphasis on the formatting and layout of
documents than on editing the text.
CAD: (Computer Aided Design) Software that makes technical
drawings and schematics easier to produce and revise.
CAM: (Computer Aided Manufacturing) Software that can control
machine tools found in manufacturing environments.
• Design workstations:
• Configured to support graphic design, engineering, and other design-driven jobs.
• High CPU, GPU, and RAM requirements.
• Fast storage and retrieval also needed, so SSDs are commonly used.
• Applications include:
• Image editing and illustration tools.
• DTP
• CAD
• CAM
• Peripheral hardware might include digitizer and stylus.
• Audio/Video Editing Workstations

• Designed to:
• Edit A/V files
• Create animations
• Produce music
• Professional videos include:
• Special effects
• CGI
• In addition to large amounts of RAM and fast processing:
• Consider using SSD drives
• Will likely need specialized adapters to capture audio and video from various sources
Computers for Home Use (Slide 1 of 6)
Media center: A computer used for media streaming, often
connected to surround sound speakers, and capable of recording
TV shows.
Gaming rig: A computer used for standalone or online gaming,
often connected to surround sound speakers or headphones,
sometimes integrated with virtual reality goggles. May use
specialized gaming equipment such as gaming controllers,
joysticks, gaming mouse and keyboard.
• Fast video, storage, and network connections needed for streaming media and
for gaming.
HTPC: (home theater PC) A PC used in place of consumer
appliances such as a PVR to watch and record TV broadcasts and
play movies and music.
PVR: (personal video recorder) Software installed on a home
theater PC (HTPC) to record and watch TV broadcasts.
• HTPC:
• Replaces PVR.
• Watch and record TV broadcasts.
• Requires a TV tuner card to be installed.
• Play music and movies from local files or streaming Internet services.
• Typically controlled with wireless keyboard, mouse, and remote control.
• Computer is typically located near the TV and has an aesthetically pleasing form
factor.
• Often designed to run more quietly than other computers.
Home server PC: Either a HTPC with a slightly expanded role or a
repurposed desktop or low-end PC server used primarily for file
storage, media streaming, and printer sharing.
• Home server PC:

• Might be an HTPC, a desktop, or low-end PC server.
• Primary use is for file storage, media streaming, and printer sharing.
• Not typically very powerful systems, but does need a good, reliable network link.
• Consider using RAID.
• Older OS, Windows Home Server, was able to stream media files to wireless speakers
or IP-enabled TVs.
• Compared to file servers, streaming media servers have higher demand for:
• CPU
• Memory
• Bandwidth
NAS: (Network Attached Storage) A storage device with an
embedded OS that supports typical network file access protocols.
• NAS appliance:
• Hard drive or RAID array with reduced functionality server board.
• Often runs a version of Linux.
• Has network access with various file-sharing protocols.
• Typically uses a web-based management interface.
• Can use a wired Ethernet port or Wi-Fi.
• Can often share printers as well as files.
• Can be used to make files available over the Internet:
• Uses HTTP or FTP.
• Be sure to secure devices and the router/firewall.
• Gaming PCs:
• Built around latest graphics adapter technology.
• PC games feature media assets that are loaded to memory, so require fast drives
such as SSD.
• Typically have surround sound audio and high quality display.
• Fast systems used for long periods, so consider one with liquid cooling systems.
• Hardware peripherals can include:
• Specialized gaming mouse and keyboard.
• Steering wheel.
• 3D glasses.
• Specialized mouse pads.
• Specialized audio systems.
• PC video camera.
Guidelines for Selecting Components for a Custom PC
(Slide 1 of 2)
• Verify that the computer meets or exceeds the OS and application
requirements, including the fastest and most reliable:
• RAM
• CPU
• Storage subsystem
• Video subsystem, including a fast refresh rate on the monitor
• Verify you know what the main use of the computer will be. Different
requirements for:
• CAD/CAM
• A/V editing
• Watching TV and movies
• Gaming
Guidelines for Selecting Components for a Custom PC
(Slide 2 of 2)
• Custom computers require better performance than the average PC.
• Each type of custom PC will likely have specific requirements that should be
verified with the end user.
• Consider installing additional cooling mechanisms to keep the system from
overheating.
• Verify that the network card, the router, and the network cabling or Wi-Fi signal
are all capable of the highest possible speed.
• Consider purchasing specialized devices for the work that will be performed on
the custom computer.
• Implement a RAID system to help ensure data is not lost. This should be in
addition to performing regular backups that are securely stored off site.
Activity
Discussing Custom PC Configuration
Activity 5-9: Discussing Custom PC Configuration
• Which component is likely to be a performance bottleneck on a

workstation used to edit digital movies?
• ANSWER:
• The disk subsystem is most likely to cause the performance bottleneck. The files will
be too large to be stored completely in system memory and so must be streamed from
the disk, which will need to be both large and fast.
• For what type of workstation is a CPU with 4 or more cores particularly

well suited?
• ANSWER:
• Multiple cores benefit software that can take advantage of multi-threading. Examples
include virtualization software and Rapid Application Development (RAD) tools.
• You are specifying a PC to act as a home theater. What multimedia

outputs should it support?
• ANSWER:
• Surround sound audio outputs to the speaker system and HDMI to the TV screen.
• Which factors are most likely to make a PC used for gaming require high-
end cooling?
• ANSWER:
• These PCs use at least two heavyweight processors: the CPU and GPU. Also, gamers
are more likely than most other users to overclock components to improve
performance. Overclocking requires very effective thermal management solutions.
• On a thin client, which component is more important: NIC or HDD?
• ANSWER:
• Thin clients do not need much permanent storage at all—some can make do without
any mass storage. They do not generate that much network traffic either but that said,
the NIC is the more important component here.
• Why might high-spec components (CPU, memory, RAID) not be a good

idea in a home theater PC?
• ANSWER:
• These devices need to operate as quietly as possible and using high-spec
components means heat, heat requires cooling, cooling usually means fans, and fans
mean noise.
Activity
Selecting Components for Custom Workstations
Activity
Selecting Components for Custom Personal Computers
1. Which system firmware have you worked with, if any? What types of
configuration did you perform?
2. What types of custom client setups do you think you will encounter the most in
your role as an A+ technician?
Maintaining Operating Systems
Installing, Configuring, and Maintaining Operating
Systems
• Configure and Use Linux
• Configure and Use macOS
• Install and Upgrade Operating Systems
• Maintain OSs
Topic A: Configure and Use Linux
Exam Objectives:
• 1002-1.3 Summarize general OS installation considerations and
upgrade methods.
• 1002-1.9 Given a scenario, use features and tools of the Mac OS and
Linux client/desktop operating systems.
The Linux Operating System
Linux: An open-source operating system supported by a wide

range of hardware and software vendors.
Distributions (Slide 1 of 4)
Distributions (distros): A complete Linux implementation,
including kernel, shell, applications, and utilities, that is packaged,
distributed, and supported by a software vendor.
• Red Hat/CentOS
• SUSE
• Debian/Ubuntu
• Knoppix
CLI: Text interface where commands are entered to the OS.
Shell: An OS component that interacts directly with users and
functions as the command interpreter for operating systems.
UNIX: A well-known operating system originally developed by
AT&T's Bell Labs in the 1970s.
Terminal window: A computer interface for text entry and display,
where information is displayed.
Shells:
• bash
• Bourne (sh)
• C Shell (csh)
• Korn (ksh)
GNU: A recursive acronym standing for "GNU is Not UNIX."
Gnome: A popular Linux GUI desktop.
Virtual desktop: Copy of the desktop with separate icons,
background, and programs if desired.
Popular Linux GUIs:
• Gnome
• KDE
• Cinnamon
• Xfce
System tools vary by distro

• SUSE – YaST
• Red Hat – Red Hat Package Manager
• CentOS – Yum
• Others include
• webmin
• Yumix
Linux Commands (Slide 1 of 2)
Wildcards: A special character that is used to substitute characters in a
string.
Options (switches): The modifiers used with Linux commands to make
a command more versatile.
Arguments: Values supplied to the command for it to operate on,
supplied in the correct order required by the command syntax.
Pipe: A vertical bar typed between commands to pipe or redirect the
results or output of one command as the input to another command.
Tab completion: A feature in Linux that facilitates auto completion of
commands and file names by pressing the Tab key.
Linux Commands (Slide 2 of 2)
• Case sensitive
• Getting help on a command
• --help
• man command
command [-option(s)] [argument(s)]
Linux Disk and File Management (Slide 1 of 5)
File System Hierarchy: In Linux, the directory structure starting
with the root directory (/) with directories and subdirectories below it
to store files.
Unified file system: Everything available to the Linux OS is
represented as a file in the file system, including devices.
System kernel: A low-level piece of code responsible for controlling
the rest of the operating system.
Virtual file system: A layer that sits between the actual file system
and the kernel. It identifies the location of the persistent root
partition from the appropriate storage device and loads the file
system stored on the disk.
• Root of the file system is represented by /
• Everything in Linux is represented as a file, including devices
Mount point: A partition or volume mapped to a folder in another

file system rather than allocated a drive letter.
• The command:
mount /dev/sda1 /mnt/diskC
• Mounts partition 1 on the mass storage device named sda to the directory /mnt/diskC.
• Mountable file systems are listed in the /etc/fstab file.
Linux File Systems

• ext file systems
• ext3
• ext4
• VFAT
• FAT/FAT32
• NFS
Swap partition: A portion of the hard disk that is formatted with a
minimal kind of file system and used in situations when Linux runs
out of physical memory.
• Virtual memory supplements physical RAM.

• Data is paged in and out of RAM to free up space.
• Most Linux distros create a swap partition as swap space:
• Has a minimal file system.
• Can only be used by the memory manager.
• Cannot store regular files in this space.
Disk Management Commands

• fdisk
• mkfs
• mkswap
• dd
• if=
• of=
Navigation in the Linux Directory Structure
Command Used To
ls List files.
pwd Print working directory.
cd Change directory.
cp Copy files.
mv Move files.
rm Remove files.
grep Filter files.
Linux File Editors (Slide 1 of 2)
Command mode: In Linux vi editor, the mode that allows users to
perform different editing actions using single keystrokes.
Insert mode: In Linux vi editor, the mode that allows users to insert
text by typing.
• vi or vim
• o inserts a new line below the current line
• O inserts a new line above the current line
• dd deletes the current line
• 5dd deletes five lines including the current line
• Esc key switches from command mode to insert mode
• : switches from insert mode to command mode
• :w writes a file
• :wq writes a file and closes the editor
• :q! closes the editor without saving file changes
Linux File Editors (Slide 2 of 2)
• Other editors
• mcedit
• nano
• pico
• joe
Linux User Accounts (Slide 1 of 2)
root user: A user who has access rights to all files and resources
on the system and is the default administrative account on a Linux
system.
superuser: Another term for the root user.
primary group: In Linux, users can be members of one primary
group and multiple supplemental groups.
effective group ID: In Linux, the group ID used by the kernel in
determining the group permissions a process has when accessing
files and shared resources.
Linux User Accounts (Slide 2 of 2)
• Common user account

commands:
• su
• sudo
• passwd
Linux File System Permissions (Slide 1 of 2)
−rwxrwxrwx.
1 2 3 4 5
1. File (-) or directory (d)

2. User (owner) permissions
3. Group permissions
4. Other user permissions
5. SELinux ACL (.) or alternate ACLs (_)
Linux File System Permissions (Slide 2 of 2)
Linux Software Management (Slide 1 of 2)
MD5 hash: A 128-bit bash value.
rpm: A tool for maintaining packages in Red Hat Linux systems.
apt: A tool for maintaining packages in Debian-based Linux systems.
yum: A tool for maintaining packages in Fedora-based Linux systems.
• apt-get update
• apt-get upgrade
• apt-get install PackageName
Linux Software Management (Slide 2 of 2)
Linux System Commands
Linux processes: An instance of a running program that

performs a data processing task.
Process ID: The number assigned to a Linux process.
• ps
• kill
• ifconfig
• iwconfig
• shutdown
• -h
• -r
Activity
Discussing Linux Configuration and Use
Activity 6-1: Discussing Linux Configuration and Use
• What type of file system is usually used for the Linux boot partition?
• ANSWER:
• A version of ext (ext4 or ext3).
• What command would you normally need to run in order to access the
contents of a USB memory stick inserted into Linux?
• ANSWER:
• mount
• Which Linux command will display detailed information about all files and
directories in the current directory, including system files?
• ANSWER:
• ls -la
• A command has generated a large amount of data on the screen. What

could you add to the command to make the output more readable?
• ANSWER:
• Either | more or | less.
• What command would allow you to use delete the contents of the folder
/home/fred/junk and all its subdirectories?
• ANSWER:
• rm -r /home/fred/junk
• What command could you use to move a file names.doc from your current
directory to the USB stick linked to folder /mnt/usb?
• ANSWER:
• mv names.doc /mnt/usb
• A file is secured with the numeric permissions 0774. What rights does
another user account have over the file?
• ANSWER:
• Read-only.
• What command allows file and directory permissions to be changed?
• ANSWER:
• chmod
• Which Linux command allows a user to run a specific command or

program with superuser/root privileges?
• ANSWER:
• sudo
• Which file contains the list of user accounts created on Linux?
• ANSWER:
• /etc/passwd.
• You want your Linux PC to close gracefully at 9:00 p.m., as a scheduled

power outage is planned at 12:00 midnight. How could you do this?
• ANSWER:
• shutdown -h 21:00
Activity
Configuring and Using Linux
Topic B: Configure and Use macOS
Exam Objectives:
upgrade methods.
• 1002-1.9 Given a scenario, use features and tools of the Mac OS and
Linux client/desktop operating systems.
Apple Macs and macOS (Slide 1 of 2)
macOS: Operating system designed by Apple for their range of

iMac computers, Mac workstations, and MacBook portables.
• Timeline: Mac OS (until 2001), then OS X (2001-2016), then macOS (2016-

present).
• Based on UNIX.
• Designed for installation on Apple hardware.
• Versions.
• Input devices:
• Apple keyboards and mice.
• Trackpad and gesture support.
Apple Macs and macOS (Slide 2 of 2)
macOS Features (Slide 1 of 6)
• Desktop and user interface.

• In some ways, very similar to the Windows experience.
• In other ways, very different.
• Menu bar changes depending on what apps are running.
• Apple menu: About this Mac

• About this Mac
• Displays
• Storage
• Service
• Status menu
• Quick access to key apps and features
• Keyboard Preferences
• Day/Time
• Spotlight Search
• Notification Center
Status Menu
Dock: macOS feature for managing applications from the desktop,

similar to the Windows taskbar.
Spotlight Search: File system search feature in macOS.
The Dock
• System Preferences
Multiple desktops: A feature that enables users to set up one or
more desktops with different sets of apps, backgrounds.
Mission Control: App facilitating multiple desktops in macOS.
macOS File Management (Slide 1 of 3)
Finder Icon
Extended Hierarchical File System (HFS Plus): The file system
used by Apple Mac workstations and laptops.
iCloud: Cloud storage service operated by Apple and closely
integrated with macOS and iOS.
Keychain password cache: macOS app for managing passwords
cached by the OS and supported browser/web applications
• HFS Plus
• APFS
• Remote Disc
• iCloud
macOS Users and Passwords (Slide 1 of 3)
Apple ID: A user account on an Apple device based on the sign-in

email address that is used to sign-in to the App Store, access
iCloud, and other Apple features and functions.
iCloud Keychain: A Keychain feature that makes the same
passwords securely available across all macOS and iOS devices.
• Default accounts: Administrator and Guest User.
• New accounts created through System Preferences→Users & Groups
• Account types:
• Administrator
• Standard
• Managed with Parental Controls
• Sharing Only
Keychain: macOS app for managing passwords cached by the OS

and supported browser/web applications.
macOS Software Management (Slide 1 of 4)
The App Store Disk Image File
• Application compatibility between versions

• Classic environment: OS 9
• OS X
• macOS
• Boot Camp and Windows
• Boot Camp Assistant: Applications→Utilities
• Boot to Windows: hold down option key during boot up
• Select Windows partition in Startup Manager
• App crashes and Force Quit.

• Apple menu→Force Quit
• Command + Option + Esc key
combination.
• Troubleshooting app crashes:

• Ensure the latest version of the app is installed.
• If the crash happens only with a specific document or file, try recreating that file in
case it is corrupt.
• Uninstall the app (by dragging it to Trash) and then reinstall it.
• From the App Store, or
• From the third-party vendor's site
macOS Diagnostic Utilities (Slide 1 of 3)
• System Information
• Screen Sharing
• Activity Monitor
• Console
• Terminal
macOS Recovery
• Time Machine backup program

• Recovery menu
• .DMG file restore point
Activity
Discussing macOS Features and Tools
Activity 6-3: Discussing macOS Features and Tools
• Where would you look for the option to view and configure wireless
adapter status in macOS?
• ANSWER:
• In the Status menu on the Menu bar, in the top-right of the screen.
• How do you activate Spotlight Search using the keyboard?
• ANSWER:
• Command+Spacebar.
• Where would you change the default gestures on a Magic Trackpad?
• ANSWER:
• Under System Preferences→Trackpad.
• What is the name of Apple's multiple desktop management feature?
• ANSWER:
• Mission Control.
• What is the equivalent of Explorer in macOS?
• ANSWER:
• The Finder.
• What app would you use to install Windows 10 on a Mac?
• ANSWER:
• Boot Camp Assistant lets you create a new partition and install a fresh version of
Windows.
• What is the correct name for the spinning beach ball of death?
• ANSWER:
• Spinning wait cursor.
Topic C: Install and Upgrade Operating Systems
Exam Objectives:
upgrade methods.
• 1002-1.4 Given a scenario, use appropriate Microsoft command-line
tools.
OS Installation Types (Slide 1 of 3)
OS Installation Overview:
• Select an installation method.
• Clean install or in-place upgrade.
• Check compatibility.
• Hardware, peripherals, and applications.
• If you are upgrading, back up existing data and settings.
• Choose a boot method for loading the OS setup files.
• Prepare the fixed disk, and copy the setup files to the target.
• Configure installation options.
• Verify the installation was successful.
Attended installation: A software or operating system installation
where the installer inputs the configuration information in response
to prompts from a setup program.
Unattended installation: A software or operating system
installation where the configuration information is derived from an
input file.
Clean install: Installing the OS, replacing the OS software on a
computer, and in the process, deleting existing applications, user
settings, and data files.
In-place upgrade: Installing the OS on top of an existing version of
the OS, retaining applications, user settings, and data files.
• Clean install:
• Install OS to a new computer.
• Replace existing OS on a computer.
• Generally more reliable than upgrading.
• In mid- to large-size organizations, usually performed using images.
• In-place upgrade:
• Installs on top of existing OS.
• Retains applications, user settings, data files.
• Be sure to back up first!
• Usually performed on home systems.
Compatibility Considerations
Windows Logo’d Product List (LPL) and

Hardware Compatibility List (HCL): PC components have been
tested for compatibility with Windows OSs.
• OS compatibility
• Upgrade path
• Hardware compatibility
• Application compatibility
• Upgrade advisor software
• Linux installation and compatibility
Installation Boot Methods (Slide 1 of 2)
Installation boot method: How an installation program and

settings are loaded onto a PC.
• Set up and prioritize boot

methods in firmware setup.
• Optical disc (ISO file)
• External disk/Flash drive
(slipstreamed media)
• Network boot (PXE)
• Re-prioritize boot order after
installation.
• Internal fixed disk or partition
Installation Boot Methods (Slide 2 of 2)
• Secure Boot option.

• Available in UEFI firmware.
• Restricts OS installation to
trusted software.
• Might need to disable to install
some OSs.
Disk Formatting and Partitioning (Slide 1 of 5)
System partition: The bootable partition on the hard disk.

Boot partition: The partition that contains the operating system.
Determine how the computer will be used:
• Multiboot?
• Does the boot partition have room for growth?
• Will RAID be implemented?
• Is an SSD or hybrid SSD being used?
Multiboot: A computer with multiple operating systems installed on

a single computer, each installed in a separate partition.
• Each OS installed to separate boot partitions.

• System partition accessible to each OS.
• Don’t overwrite the boot manager.
• Consider using virtualization instead.
Locale Settings and Software Selection (Slide 1 of 2)
• Attended Windows installations:

• Select language and other locale
settings.
• Verify time and date display
correctly.
• Enter product key.
• Accept EULA.
• Select install type.
Locale Settings and Software Selection (Slide 2 of 2)
• Software selection options.

• Often provided during Linux
installation.
Networking Considerations (Slide 1 of 2)
Workgroup: A small group of computers on a network that share
resources in a peer-to-peer fashion.
Domain: A group of computers that share a common accounts
database, referred to as the directory.
Microsoft account: The type of account required to get apps from
the Microsoft Store, to sync data between devices, access
OneDrive, and work with parental controls for a Child account.
Local account: An account that is only associated with the
computer on which it was created.
Networking Considerations (Slide 2 of 2)
• Workgroup installed by default.

• WORKGROUP cannot be renamed.
• Join a domain by reconfiguring System properties.
• If not connected to the Internet, local account will be created.
• Convert to a Microsoft account through Windows Settings.
Post-Installation Tasks
• Hardware detection and driver installation is automated.

• Check log files and Device Manager to ensure all hardware was identified.
• For optional components or third-party apps:
• Programs and Features Control Panel.
• Windows Store.
• Microsoft product/volume activation.
• Anti-piracy technology.
• Individual installations activated over the Internet.
• Grace period.
• Large organizations can use a volume license product key for bulk activation.
• Automated installations can activate Windows, too.
Repair Installations
• Factory recovery partitions (rescue disks).
• Refresh or restore installations.
• Different options depending on Windows version.
Unattended Installations (Slide 1 of 2)
Unattended installation: A software or operating system
installation where the configuration information is derived from an
input file.
• Image deployment
• XML text answer files
• Windows System Image Manager
• Configure answer files
• Drive cloning and sysprep
• Dism tool
• Run sysprep before imaging
• Windows Deployment Services
• .WIM images and answer files
Unattended Installations (Slide 2 of 2)
Activity
Discussing OS Installation
Activity 6-4: Discussing OS Installation
• When should you use FAT32 for the system partition?
• ANSWER:
• When using UEFI system firmware, the EFI system partition should be formatted with
a FAT file system. Another scenario is when you are configuring a multiboot system
with an older version of Windows or with Linux.
• If you want to use PXE as an installation method, what type of compatible

component would you require?
• ANSWER:
• Network adapter/NIC and system firmware support.
• What is the advantage of using a USB thumb drive to install Windows?
• ANSWER:
• You can install images larger than will fit on a DVD. This might be useful if you want to
install multiple software applications at the same time as Windows itself.
• What is a recovery partition?
• ANSWER:
• A partition containing a backup of the system configuration at a particular point in time.
These are often used on OEM PCs to enable the PC to be restored to its factory
settings.
• What should you configure in order to perform an unattended

installation?
• ANSWER:
• An answer file containing the setup configuration.
• What is meant by disk imaging?
• ANSWER:
• Cloning an installation from one PC to another.
• How would you configure a PC to join a domain during installation of

Windows 7?
• ANSWER:
• Use an answer file with the appropriate settings, and ensure that a domain controller
is available to the PC during setup. You cannot join a domain during attended setup
(though you could immediately after setup finishes).
Activity
Deploying a Windows Image
Topic D: Maintain OSs
Exam Objectives:
• 1002-1.4 Given a scenario, use appropriate Microsoft command-line tools.
• 1002-1.5 Given a scenario, use Microsoft operating system features and tools.
• 1002-1.9 Given a scenario, use features and tools of the Mac OS and Linux
client/desktop operating systems.
Disk Maintenance
Fragmentation: Occurs when a data file is not saved to contiguous
sectors on a disk. This decreases performance by making the disk
read/write heads move between fragments.
• Disk drives and file systems require the most attention.

• When used regularly, disk performance tools can help address these problems.
• Fragmentation
• Capacity
• Damage
Windows Disk Maintenance Tools
Check Disk Disk Defragmenter
Linux and macOS Disk Maintenance Tools
• Linux disk management tools:

• df
• du
• fsck
• macOS Disk Utility app
Patch Management (Slide 1 of 2)
Patch management: Identifying, testing, and deploying OS and

application updates.
Patch: A fix for software, designed to eliminate known bugs or
vulnerabilities and improve performance.
Update: Made freely available by the software manufacturer to fix
problems in a particular software version, including any security
vulnerabilities.
Patch Management (Slide 2 of 2)
A patch management program might include:

• Someone to subscribe to and review vendor and security patches and update
newsletters.
• Review updates into urgent, important, and non-critical categories.
• An offline patch test environment.
• Immediate administrative push delivery of approved urgent patches.
• Weekly administrative push delivery of approved important patches.
• A periodic evaluation phase and full rollout for non-critical patches.
OS Updates (Slide 1 of 5)
• Windows Update.
• Website hosts maintenance updates for many Windows versions.
• BITS protocol supports automation of updates.
• “Patch Tuesday.”
• Critical updates, security patches, and optional updates.
• Configure automatic check for updates:
• During installation.
• Windows Update app in Control Panel.
• For Windows 10, Windows Settings, Update & Security.
• %SystemRoot%/WindowsUpdate.txt records update activity.
• Uninstall updates that cause problems.
• Use Programs and Features applet.
Windows Update Changing Update Settings
• Application updates:
• Browsers and plug-ins
• Each vendor provides autoupdate
software
• Linux package management
• yum
• apt-get
Update Types apt script running as cron job
• macOS patch management

• App Store Updates button.
• Update All.
• Configure update preferences.
• Check for Updates from within apps.
Anti-Malware Updates (Slide 1 of 3)
• Update all Windows systems:

• Virus definitions/patterns
• Scan engine/components
• macOS:
• Not affected by conventional viruses.
• Other malware can affect
• Windows partitions still susceptible
• Protection steps:
• Only download trusted apps
• Only download trusted content
• Use anti-virus software
• If Boot Camp or another Windows
partition app is in use, treat the
machine as if it was a Windows computer
• Linux:
• Multiple distros make it harder to write viruses that infect all Linux systems
• Different CLIs
• Different GUIs
• Simpler security system
• Software package managers with authorized software repositories
• Not risk free, though
• Assess systems for security control vulnerabilities
• Configure appropriate security controls, especially for customer-facing systems
• Use ClamAV and Snort IPS to block malware threats and attempts to counteract security
systems
• Install Linux anti-malware to detect infected data files received via email or file transfer
from Windows systems
Driver and Firmware Updates (Slide 1 of 2)
• For Windows systems, get driver updates from:

• Windows Update
• Listed as optional updates
• Might not be automatically installed
• Vendor website
• Firmware upgrades
• Motherboard firmware updates to address
• Bugs
• Incompatibilities with Oss
• New features
• Might need to update firmware on other devices
Driver and Firmware Updates (Slide 2 of 2)
• macOS driver updates

• Drivers are easier to manage due to Apple’s integrated approach to hardware and OS
• Updates are delivered where necessary through:
• Software updates
• App Store
• New releases of macOS
• Third-party devices:
• System Preferences > About to verify current driver
version
• Check vendor site to see the latest version
• Remove old version of driver before updating
Scheduled Backups (Slide 1 of 4)
• Essential to back up data.

• On networks, tape systems and complex third-party utilities are common.
• Personal backups commonly made to external hard drive or media, or the
cloud.
• Windows Backup
• Restoring a file
• macOS Time Machine

• Linux backups:
• No official OS tools.
• Custom solution using
cron and scripts.
• Third-party software.
Task Schedulers (Slide 1 of 2)
• Windows Task Scheduler

• One-time or recurring schedule.
• Some processes already have schedules.
• You can define triggers other than a simple
schedule.
• You can add multiple actions under a single
task.
• You can view log files for events connected
to a task.
• You can organize tasks in folders.
Task Schedulers (Slide 2 of 2)
• cron
• Scheduling service for commands, scripts, and maintenance tasks.
• crontab entry
15 02 * * 5 /usr/bin/rsync –av --delete /home/fred /mount/rsync
1 2 3
1: At 2:15 am on Friday
2: Run the rsync program
3: To synchronize the /home/fred directory with the /mount/sync directory
• macOS
• cron
• launchd
Activity
Discussing OS Maintenance
Activity 6-6: Discussing OS Maintenance
• How do you run Check Disk in read-only mode?
• ANSWER:
• In the GUI tool, simply do not select an option to fix errors automatically. Alternatively,
at a command prompt, run chkdsk without any switches.
• Which tool is used to verify file system integrity in Linux?
• ANSWER:
• fsck
• Which Windows tool would you use if you want the defragmenter to run
more frequently?
• ANSWER:
• Task Scheduler.
• Which of the following is not delivered via Windows Update?
• ANSWER:
• Firmware updates
• How would you update an app purchased from the Mac App Store?
• ANSWER:
• Open the Mac App Store and select the Updates button.
• What Windows utility would you use to back up data files in Windows 10?
• ANSWER:
• File History. You could also consider OneDrive as a type of backup solution.
• What principal restriction would you face if using the backup tool
included with Windows 7 Home Premium?
• ANSWER:
• It only supports backing up to local drives or removable media, not to network shares.
• What is the name of Apple's backup software for macOS?
• ANSWER:
• Time Machine.
• In Linux, what command is used to view tasks scheduled by the current

user?
• ANSWER:
• crontab -l
1. Do you have experience installing operating systems? Do you feel you will be
able to perform installations more efficiently as a result of the information
presented in this lesson?
2. How often do you expect to be able to perform in-place upgrades instead of

clean installs at your workplace?
Maintaining and Troubleshooting
Microsoft Windows
Maintaining and Troubleshooting Microsoft Windows
• Install and Manage Windows Applications

• Manage Windows Performance
• Troubleshoot Windows
Topic A: Install and Manage Windows Applications
Exam Objectives:
• 1002-1.4 Given a scenario, use appropriate Microsoft command-
line tools.
• 1002-1.5 Given a scenario, use Microsoft operating system
features and tools.
utilities.
• 1002-1.7 Summarize application installation and configuration
concepts.
Application Installation and Configuration
• OS requirements:
• Software build for macOS will not run on Windows.
• Some applications might not be supported in newer operating systems.
• System requirements:
• CPU speed
• GPU speed
• RAM
• Disk space
• Installation and deployment:
• Distribute on CD/DVD, run from a USB drive, or download from the Internet.
• Permissions and other security considerations:
• To run an application, the user needs to be granted read/execute permission.
• Ensure that software is only installed from trusted sources.
Windows Programs and Features (Slide 1 of 3)
• Applications install to the Program Files directory.

• Data files install to the user home directory or All Users directory.
• 64-bit Windows and 32-bit Applications.
• Applications are installed to the Program Files (x86) directory.
• 64-bit shared system files are stored in %SystemRoot%\system32.
• 32-bit shared system files are stored in %SystemRoot%\syswow64.
• Use setup app for the program to install it.
• Exit other applications.
• Might need to disable anti-virus software during installation.
• Use Programs and Features to repair or uninstall applications.
• Use Programs and Features to:

• Repair or uninstall applications.
• Enable or disable optional Windows components.
Software Configuration (Slide 1 of 3)
• Configuration is specific to each program.

• Configuration might be through:
• File→Options
• Edit→Preferences
• Help menu
Application and Print Services (Slide 1 of 4)
Service: Windows machines run services to provide functions.
Background: A process that runs without a window and does not
require any sort of user interaction.
• Services provide functionality to Windows such as:

• Logon
• Network browsing
• Indexing files
• Services may be installed by:
• Windows
• An application
• Anti-virus
• Database
• Backup software
Task Manager (Slide 1 of 7)
• Can end unresponsive application.

• User can end items they started.
• Administrative user must end items not started by the user.
• Can monitor system key resources.
• Open using:
• Ctrl+Shift+Esc.
• Ctrl+Alt+Delete, then select Task Manager.
• Right-click the taskbar and select Task Manager.
• Significant differences between Windows 7 and Windows 8.1/10.
• tasklist
• tasklist /fi “memusage gt 150000”
• Shows processes using more than 150 MB
• tasklist /sv
• Shows list of services within each process
• taskkill
• taskkill /pid process_id
• taskkill /im image_name
• Use /t option to halt all child processes
• Use /f option to terminate without user notification
• Open an administrative level command prompt to terminate Explorer
Activity
Discussing Windows Application Management
Activity 7-1: Discussing Windows Application
Management
• You need to install a desktop application across a network of 500 Windows PCs.
What is the most efficient means of doing this, and what security considerations
should you make?
• ANSWER:
• Rather than try to install the application by logging on locally to each PC to run the setup file, you
can put the installer file on a network share and use Windows Group Policy Objects (GPO) or
some sort of script to "push" deploy the application. You can use a service account with
appropriate permissions to install the software on the local machine. You should test this process
and the application first in a lab environment to identify potential impacts to the local device and/or
network. You must also ensure that the application vendor provides a digitally signed installer file,
to prove that the code has not been tampered with.
Management
• An installer program may present up to three options in Programs and
Features. Two are Uninstall and Change. What is the third?
• ANSWER:
• Repair
Management
• How would you configure a legacy Windows 98 application to work with
Windows 10?
• ANSWER:
• Open the application's property sheet and select the Compatibility tab to select the
appropriate mode. You can also run the Program Compatibility Troubleshooter.
Management
• You take a support call where the user doesn't understand why a program
runs at startup when the Startup folder is empty. What is the likely cause
and how could you verify this?
• ANSWER:
• The program has added a registry entry to run at startup. You could check this (and
optionally disable the program) by using Task Manager.
Management
• What additional information is shown on the Users tab in Windows 10
Task Manager compared to Windows 7?
• ANSWER:
• It shows user-initiated processes and resource utilization.
Management
• You are watching CPU Usage and notice that it often jumps to 100% and
then falls back. Does this indicate a problem?
• ANSWER:
• Probably not—CPU Usage usually peaks and falls. If it stays over 80-90%, the system
could require a faster CPU or if it spikes continually, there could be a faulty
application.
Activity
Configuring Windows Applications and Services
Topic B: Manage Windows Performance
Exam Objectives:
tools.
• 1002-1.6 Given a scenario, use Microsoft Windows Control Panel utilities.
System Properties (Slide 1 of 2)
System Properties (Slide 2 of 2)
Advanced System Properties (Slide 1 of 3)
Remote Assistance: A Windows remote support feature allowing a
user to invite a technical support professional to help them over a
network using chat.
Remote Desktop: A Windows feature that allows a remote user to
initiate a connection at any time.
• Remote settings
• System protection
• Advanced settings
• Performance options:
• Configure desktop visual effects
• Virtual Memory
• Foreground/Background processing
priority
• Startup and recovery options
• Environment variables
• User Profiles
Virtual Memory (Slide 1 of 2)
Virtual memory or Pagefile: An area on the hard disk allocated to
contain pages of memory that is used when there is not sufficient
physical RAM available.
• Windows sets appropriate

level for pagefile.
• Each physical disk has a
pagefile.
• Pagefile doesn’t have to
use contiguous disk space.
• Virtual memory is not as
fast as physical memory.
Virtual Memory (Slide 2 of 2)
Windows Performance Management Tools (Slide 1 of 4)
• Task Manager
• Resource Monitor
• Reliability Monitor
• Performance Monitor
Windows Performance Management Tools (Slide 3 of
4)
Objects: A data structure in Windows that represents system
resources.
• Objects:
• Processor
• Physical Disk
• Memory
• Paging File
• Counters for each object
• Instances for multiple objects
Data Collector Sets: Windows log files that record information for
viewing in real time or at a later date.
Counter logs: Windows log files that allow you to collect statistics
about resources and can be used to determine system health and
performance.
Trace logs: Windows log files that allow you to collect statistics
about services, including extensions to Event Viewer to log data that
would otherwise be inaccessible.
Activity
Discussing Windows Performance
Activity 7-3: Discussing Windows Performance
Management
• How do you enable a Windows 7 computer to function as a Remote
Desktop Server?
• ANSWER:
• Open System properties, select Change settings, then select the Remote tab and
check the Allow remote connections to this computer option on the Remote tab. You
can also specify the user accounts permitted to connect to the server.
Management
• Why isn't the System Protection feature a substitute for making a
backup?
• ANSWER:
• System Protection restore points are stored on the local disk and so would not allow
recovery from the failure, loss, or destruction of the disk. System Protection is
designed only to allow the rollback of configuration changes.
Management
• What is the advantage of setting the pagefile to the same minimum and
maximum sizes?
• ANSWER:
• The pagefile will not become fragmented (assuming you defragmented the disk before
doing this).
Management
• You have a computer with two SATA disks. You want to evaluate the
performance of the primary disk. How would you select this in
Performance Monitor and what might be appropriate counters to use?
• ANSWER:
• Open the Add Counter dialog box, select the Physical Disk object, select the counter,
then select the 0 C: instance. Useful counters to use to evaluate performance include
% Disk Time and Average Disk Queue Length.
Management
• You are monitoring system performance and notice that a substantial
number of page faults are occurring. Does this indicate that a memory
module is faulty?
• ANSWER:
• No—it shows the system is using the pagefile intensively and could benefit from more
system RAM being installed.
Topic C: Troubleshoot Windows
Exam Objectives:
• 1002-1.4 Given a scenario, use appropriate Microsoft command-line
tools.
and tools.
• 1002-3.1 Given a scenario, troubleshoot Microsoft Windows OS
problems.
Event Viewer (Slide 1 of 2)
Event Viewer (Slide 2 of 2)
• Principal Windows log files: • Event types:

• System Log • Information
• Security Log • Warning
• Application Log • Error
• Setup • Critical
• Successful Audit
• Failure Audit
The System Configuration Utility (Slide 1 of 5)
Troubleshooting Tips for Windows System Issues (Slide
1 of 3)
• For slow performance check:
• Wait for these processes to complete.
• If the process or system continues to be unresponsive, you can either restart the
service or kill the task process.
• If killing the process doesn't restore system performance, try restarting the computer.
• If the service or process becomes unresponsive again after restarting, disable it and
check with the software vendor for any known problems.
2 of 3)
• Consider these troubleshooting techniques and solutions:
• Apply updates.
• Defragment the hard drive.
• Examine power management issues.
• Check for underpowered components.
• Disable application startup.
• Disable Windows services and/or applications.
• Perform a security scan.
• Check the configuration of anti-virus software.
3 of 3)
• If a service fails to start:
• Try to start the service manually.
• Verify the service has sufficient privileges.
• Verify any dependent services are started.
• Check system files and scan for malware.
• Try reinstalling affected application.
• Re-register software component using regsvr32.
• Check whether the service is supposed to run.
Troubleshooting Tips for Application Issues (Slide 1 of 2)
• If an application crashes:
• Try to preserve any data being processed.
• Give the process time to become responsive again.
• If necessary, kill the process.
• Try to recover data from temporary files or folders if necessary.
• Attempt to identify whether the cause is in the data file.
• If you can’t determine the cause, try to uninstall then reinstall the application.
• If available, in Programs and Features, use the Repair option.
Troubleshooting Tips for Application Issues (Slide 2 of 2)
• If you are having printing issues:

• Use the printer's property dialog to try printing a test page.
• Open the print queue and check for stalled print jobs.
• Restart the print spooler service.
• Check for any driver updates or known issues.
• Check permissions configured on the printer.
• Check for disk problems on the partition hosting the spool folder.
Blue Screens and Spontaneous Shutdowns (Slide 1 of 2)
BSoD: This indicates an error from which the system cannot

recover.
• Use System Restore

• Safe Mode
• Rollback Driver
• Remove new hardware or program
• Check seating of hardware and cables
• Run diagnostics, chkdsk, scan for malware
• Record stop error code and search Microsoft Knowledge Base for known fixes
and troubleshooting tips
Blue Screens and Spontaneous Shutdowns (Slide 2 of 2)
Troubleshooting Tips for File and Memory Corruption
(Slide 1 of 3)
Windows Resource Protection: A Windows feature that prevents
essential system files, folders, and registry keys from being
replaced to help prevent application and OS failure.
(Slide 2 of 3)
• System File Checker
• sfc /scannow
• sfc /scanonce
• sfc /scanboot
(Slide 3 of 3)
Troubleshooting Tips for Boot Problems (Slide 1 of 2)
POST: A hardware checking routine built into the PC firmware.
MBR: Sector on a hard disk storing information about partitions
configured on the disk.
Boot sector or VBR: Loads the boot manager, which for Windows
is bootmgr.exe.
BCD: Windows stores information about operating systems
installed on the computer in a boot configuration data store.
Troubleshooting Tips for Boot Problems (Slide 2 of 2)
• Boot process
• Verify the boot process is functioning normally
• Failure to boot/Invalid boot disk
• No OS Found
• bootrec /fixmbt
• bootrec /fixboot
• bootrec /rebuildbcd
• Graphical interface fails to load/Black screen
• Try pressing Windows+Ctrl+Shift+B to test whether the system is responsive
• Slow boot/Slow profile load
• Check for corrupt profile
Safe Boot (Slide 1 of 4)
• Safe Mode loads only basic drivers and services needed to start the system.
• You can add in drivers and app services one by one to see where a problem
occurs.
• It’s also helpful when you are running analysis and recovery tools.
• Default display resolution for Safe Mode is SVGA (800x600).
• Different ways to access Safe Mode:
• System Configuration utility if you can sign on to Windows.
• Advanced Boot Options menu in Windows 7.
• Power→Shift + Restart in Windows 8 and 10.
WinRE and Startup Repair (Slide 1 of 2)
WinRE and Startup Repair (Slide 2 of 2)
System Restore (Slide 1 of 4)
System Repair and Reinstall (Slide 1 of 4)
Image: A duplicate of an operating system installation (including
installed software, settings, and user data).
• System Restore
• System Repair
• Recovery Image
• Removable hard drive
• 2:1 compression is ideal but may be lower
• Keep image up-to-date or use with separate data backup
• Use with Advanced Boot Option or System Image Recovery
Guidelines for Troubleshooting Windows Issues (Slide 1
of 6)
• Examine log files and Event Viewer to get information about what has
happened on the system.
• Use the System Configuration Utility to modify system settings and files that
affect the way the computer boots and loads Windows.
• Use Task Manager to attempt to locate a reason for slow system performance.
• Use Event Viewer to attempt to determine why a service fails to start.
of 6)
• If an application crashes:
• Try to preserve any data that was being processed.
• See if the process will become responsive again or if you need to kill the process.
• Attempt to recover data from temporary files or folders if the process was killed.
• Examine Event Viewer logs.
• If the application repeatedly crashes, uninstall then reinstall the application or if
available, use the Repair option in Programs and Features.
of 6)
• If there are printing issues not related to printer hardware or network
connectivity, examine Windows settings and check the following:
• Use the printer's property dialog box to try printing a test page. If this is successful,
there must be an application or file-specific problem.
• Open the print queue and check for stalled print jobs.
• Restart the print spooler service.
• Check for any driver updates or known issues.
• Check permissions configured on the printer.
• Check for disk problems on the partition hosting the spool folder.
of 6)
• If the user experiences frequent BSoDs:
• Use System Restore or, (if you can boot to Safe Mode), Rollback Driver.
• Remove a recently added hardware device or uninstall a recently installed program.
• Check seating of hardware components and cables.
• Run hardware diagnostics, chkdsk, and scan for malware.
• Make a note of the stop error code and search the Microsoft Knowledge Base for
known fixes and troubleshooting tips.
of 6)
• If the user experiences file or memory corruption:
• Use sfc to verify system files and restore them from cache if corrupt or damaged.
• Use the Windows Memory Diagnostics tool to test memory chips for errors.
• If the user is experiencing boot problems, determine the failure point.
• Try booting into Safe Mode to troubleshoot by loading only minimal required
components.
• Try booting from the product media, a repair disc, or a recovery partition.
• Use System Restore to rollback system configuration changes.
of 6)
• Rollback updates that are causing issues by uninstalling them.
• Open Programs and Features.
• Select View installed updates.
• Select the update that is causing the problem, then select the Uninstall button.
• Rollback troublesome device drivers.
• Open Device Manager.
• Right-click the device having the problem and select Properties.
• Select the Driver tab.
• Select the Roll Back Driver button.
• If all else fails, determine whether you need to perform a system restore or
reinstall Windows.
Activity
Discussing Windows Troubleshooting
Activity 7-4: Discussing Windows Troubleshooting
• What is the full path to the Windows system log?
• ANSWER:
• %SystemRoot%\System32\Winevt\Logs\System.evtx
• What are the tab headings in msconfig, and which tab is not in the
Windows 8/10 version?
• ANSWER:
• General, Boot, Services, Startup, and Tools. In Windows 8/10, the functionality of the
Startup tab has moved to Task Manager.
• What device optimization settings could you check to mitigate slow

performance problems?
• ANSWER:
• Defragment the hard disk, and ensure there is sufficient free space. Verify that the
power management configuration is not throttling components such as the CPU or
GPU. You can also use performance monitoring to check device utilization and
determine whether upgrades are required.
• A user calls saying that her screen occasionally goes blue and the system
shuts down. What should you advise her to do?
• ANSWER:
• Record as much information from the blue screen, especially the STOP error number,
as she can so that you can research the particular error.
• A program is continually using 99-100% of processor time. What should

you do?
• ANSWER:
• Try to end the application or the process using Task Manager, then contact the
application vendor to find out why the problem is occurring.
• Where would you start to investigate a "Service failed to start" error?
• ANSWER:
• Check the event log for more information.
• Which troubleshooting tool is most likely to identify whether a problem is

related to a device driver or to a faulty system component?
• ANSWER:
• Using Safe Mode boots with a minimal set of drivers and services. If Safe Mode boot
is successful but normal boot is not, the issue is likely to be with driver software. Re-
enable each driver in turn to identify the culprit. If the problem also manifests in Safe
Mode, it is more likely to have an underlying hardware cause.
• You are assisting a user whose application is in the state shown in the
exhibit. How would you troubleshoot this problem? (slide 1 of 2)
(slide 2 of 2)
• ANSWER:
• The user will be concerned about losing any unsaved work. Ask the user to describe
what he or she was doing at the time of the crash to try to diagnose what might have
caused it. Give the program a few minutes to finish processing—check Task Manager
for ongoing disk activity. If the application does not start responding, check autosave
and temp folders for a recent copy of the file data. Use Task Manager to end the
process. Restart the application and try to open any file data you might have
recovered. Check the log files and online resources to try to diagnose the cause of the
crash. If the problem persists, consider solutions such as disabling add-ons or
reinstalling. Demonstrate to the user how to set up autosave (if it is not already
configured) and how to save regularly.
• A system is experiencing intermittent boot errors. The issue can be fixed

temporarily by repairing the boot files. What should you do to fix the
problem in the longer term?
• ANSWER:
• Run diagnostic software to rule out a disk problem. Recurrent file errors/corruption are
a sign the disk is failing. You might also consider malware as a cause.
• A computer is caught in a reboot loop. It starts, shows a BSoD, then

reboots. What should you do?
• ANSWER:
• Boot using a recovery tool, such as the product disc, and attempt startup repair.
• If you suspect improper handling during installation has caused damage

to a RAM module, how could you test that suspicion?
• ANSWER:
• Run a Memory Diagnostic. This tests each RAM cell and so should uncover any fault.
Activity
Using Windows Troubleshooting Tools
1. Which Windows performance management tools would you expect to use most
in your workplace?
2. Have you ever recovered a severely compromised Windows system? If so,

then describe your experience.
Network Infrastructure Concepts
Network Infrastructure Concepts
• Wired Networks
• Network Hardware Devices
• Wireless Networks
• Internet Connection Types
• Network Configuration Concepts
• Network Services
Topic A: Wired Networks
Exam Objectives:
• 1001-2.7 Compare and contrast Internet connection types, network
types, and their features.
• 1001-2.8 Given a scenario, use appropriate networking tools.
Network Types (Slide 1 of 4)
Network: In its most simple form, a network consists of two or

more computers connected to each other by an appropriate
transmission medium which allows them to share data.
• Purpose: provide services and resources to users

• Historically: files, folders, printers, email, databases
• Modern: web applications, social networking, VoIP, multimedia conferencing
• Types: LANs, WANs, MANs
• LANs within a building
• A Wide Area Network (WAN)
• A Metropolitan Area Network (MAN)
Ethernet Types and Standards
• Most cabled LANs build on Ethernet

• Developed by DIX consortium
• Maintained by IEEE (802.3 standards)
• Types:
• 10 Mbps (10BASE)
• Fast Ethernet (100BASE)
• Gigabit Ethernet (1000BASE)
• 10G Ethernet (10GBASE)
• IEEE 802.11 standards (Wi-Fi) for WLANs are complementary
• Flexible, self-contained, scalable
Common Ethernet Network Implementations (Slide 1 of
3)
• SOHO: business network with server and clients, using single Internet
appliance as access point, Ethernet switch, Internet modem, Internet router.
3)
• Enterprise network: usually dedicated single-function connectivity appliances.
• Small and Medium (SME): tens of users; multiple switches, access points, routers.
• Enterprise LAN: hundreds or thousands of servers and clients; multiple enterprise-
class switches, access points, and routers.
• Campus Area Network (CAN) = LAN spanning multiple nearby buildings.
3)
• Positioning network components in
an enterprise LAN
Twisted Pair Cabling and Connectors (Slide 1 of 4)
• Unshielded Twisted Pair (UTP)

• Most widely used
• Four copper conductor pairs
• Insulating sheath
• Twisted to reduce crosstalk and EMI
• Paired wires carry equal/opposite
signals
• PVC jacket
• Works well in low interference; has
limited range, may exhibit attenuation
• Cat standards:
Network
Cat Frequency Capacity Max. Distance
Applications
5 100 MHz 100 Mpbs 100 m (328 ft) 100BASE-TX
5e 100 MHz 1 Gbps 100 m (328 ft) 1000BASE-T
6 250 MHz 1 Gpbs 100 m (328 ft) 1000BASE-T
6 250 MHz 10 Gbps 50 m (180 ft) 10GBASE-T
6A 500 MHz 10 Gbps 100 m (328 ft) 10GBASE-T
• Shielded Twisted Pair (STP)

• Originally used braided shield to reduce
interference and crosstalk; can be bulky,
difficult to install.
• Modern STP uses screened cables;
shield positioned around all pairs.
• Shielded Cat 53/6/6A:
• F/UTP (also ScTP)
• U/FTP
• Modern STP solutions incorporate
grounding in each element.
Plenum: An air handling space, including ducts and other parts of

the HVAC system in a building.
• Plenum space:
• Typically a false ceiling, may be raised floor.
• May be used for communications wiring.
• Can be conduit for fire.
• General purpose non-plenum cable uses PVC; marked CMG/MMG or CM/MP
• Plenum cable:
• Must not emit smoke, must self-extinguish, meet other fire safety standards.
• Uses treated PVC or FEP; can be less flexible, does not affect bandwidth.
• Marked CMP/MMP.
Wiring Standards for Twisted Pair (Slide 1 of 2)
• Ethernet twisted pair terminated with • ANSI/TIA/EIA 568 termination:

RJ-45 connectors: • T568A is shown
• 8P8C (8-position/8-contact) • T568B:
• Color-coded (Blue, Orange, Green, • Pin 1=Orange/White; Pin 2=Orange; Pin
Brown) 3=Green/White; Pin 4=Green
• 1st conductor in pair has white/stripes
• 2nd conductor in pair is solid color
Wiring Standards for Twisted Pair (Slide 2 of 2)
• Normal (straight-through) cable has same termination at both ends.

• Crossover cable has T568A at one end, T568B at other.
• Previously used for direct connections.
• Now Gigabit Ethernet interfaces can automatically cross over with standard cable.
• Avoid mixing standards:
• Both are common.
• T568A mandated for US government and by TIA 570 residential cabling standard.
Patch Panels and Structured Cabling (Slide 1 of 2)
• Gigabit Ethernet: no more than 100 m of cable between switch and

computer
• Solid cabling:
• Single thick wire for permanent links, aka “drop cables”
• Links RJ-45 port on wall plate with patch panel
• Terminates in IDC
• Patch cord connects RJ-45 port on panel to port on switch
• Stranded cable; flexible, less efficient
• 5 m maximum length
• Second patch cord from computer to wall
• Structured cabling system
Patch Panels and Structured Cabling (Slide 2 of 2)
Cable Installation and Testing Tools (Slide 1 of 7)
• Wire stripper/cutter: for cutting wire and stripping insulation and cable jackets.
• Punch-down tool: fixes conductors into an IDC.
• Crimpers: fix a jack into a cable.
• Cable testing:
• Verify wiring installation and termination just after making connections, with access to
cable runs.
• Simpler than during user device setup.
• Consider:
• Patch cord between PC and wall.
• Wall port and wall cabling.
• Port on patch panel and patch cord to switch port.
• Test with a known good cable.
• Various troubleshooting devices.
• Multimeter: basic cable testing

tool; tests for copper wire
continuity, existence of short, Multimeter
integrity of terminator.
• Wire map tester: identifies
transpositions and reverse
pairs.
• Advanced testers: show cable’s
physical/electrical properties.
Cable tester
• Certifiers: test and certify
installation to a category.
• Tone generator and probe (aka “fox and hound” ; “tone and probe”): traces
cable from end to end.
• Connect generator to wires, move locator over cable group until beep is
loudest.
• Loopback plug: tests a port

• Connects pin 1 to pin 3 and pin 2 to pin 6
Fiber Optic Cabling and Connectors (Slide 1 of 3)
• Electrical signals on copper wire subject to interference/attenuation.

• Light signals on fiber optic cable resist interference, eavesdropping,
attenuation.
• Supports higher bandwidth, longer cable runs.
• Single-Mode Fiber (SMF)

• Small core, long wavelength, near-infrared signal generated by laser.
• Data rates up to 10 Gbps or more; cable runs of many kilometers (suitable for WANs).
• Multi-Mode Fiber (MMF)
• Larger core, shorter wavelength.
• Less expensive optics, less expensive deployment.
• Lower signaling speeds, shorter distances (suitable for LANs).
• Connector types:
• Straight Tip (ST), Subscriber Connector (SC), Lucent/Local Connector (LC).
• Patch cords can have same or mixed connectors.
• Connectors damage easily; plug/unplug only when needed.
Coaxial Cabling and Connectors (Slide 1 of 4)
• Two conductors share the same axis.

• Signal conductor insulated; second wire mesh conductor acts as EMI shield
and as ground.
• Radio Grade (RG) “standard”; developed by US military, categorizes cable by

thickness and impedance.
• RG-6: thicker core, better quality, often used as drop/patch cable in modern CATV and
broadband.
• RG-59: thinner core; drop cable for older CATV/cable modems; used in CCTV.
• Coax also available with tri- or quad-shielding.
• BNC connectors at cable ends

in most cases.
• BNC couplers can connect
cables .
• Impedance of connector must
match cable type (50 or 75
ohm).
• Also screw-down F-connectors.
• 10BASE-5/Thicknet and 10BASE-2/Thinnet supported 10 Mbps, up to 500 m

and 185 m, respectively.
• Coax now obsolete for LANs; in use for CCTV and drop cables for CATV and
Internet.
• Hybrid Fiber Coax (HFC): Coax links fiber trunk in street to customer cable
modem.
• Less attenuation that TP but bulkier, harder to install.
Activity
Discussing Wired Networks
Activity 8-1: Discussing Wired Networks
• Your company has a global presence, and all locations can communicate.
At each site, there is a network, and that network connects to the overall
organizational network. In some locations, there are multiple sites within
a city. Identify each type of network described here.
• ANSWER:
• The global network is a WAN. The network at each site is a LAN. The sites within a
city comprise a MAN.
• You are performing a wiring job, but the company wants to purchase the
media and components from another preferred supplier. The plan is to
install a network using copper cabling that will support Gigabit Ethernet.
The customer is about to purchase Cat5e cable spools. Is this the best
choice?
• ANSWER:
• Cat5e will meet the requirement and will cost the least. Cat6 might offer better
performance without adding too much cost. Cat6A would be the best choice for
supporting future requirements, but it is likely to cost more than the
customer is budgeting for. You should also notify the customer if
plenum-rated cabling will be required.
• What is the significance of network cabling marked "CMP/MMP"?
• ANSWER:
• The cable is plenum cable, rated for use in plenum spaces (building voids used with
HVAC systems).
• You need to connect cable wires to a patch panel. Which networking tool
might help you?
• ANSWER:
• A punch down tool. Remember that punch down tools are used to terminate solid core
cabling to Insulation Displacement Connector (IDC) blocks in patch panels and wall
plates, while crimpers are used to attach RJ-45 jacks to stranded patch cord cabling.
• What type of tool provides comprehensive information about the
properties of a network cable installation?
• ANSWER:
• A cable certifier.
• What features of fiber optic cable make it more suitable for WANs than
copper cabling?
• ANSWER:
• It suffers less attenuation (and therefore longer range) and is immune to EMI and
eavesdropping.
• What types of connector are often used with coaxial cable?
• ANSWER:
• BNC connectors and F-connectors.
Topic B: Network Hardware Devices
Exam Objectives:
• 1001-2.2 Compare and contrast common networking hardware devices.
Network Interface Cards (Slide 1 of 2)
• Network Interface Card (NIC) port provides connection to network media.

• Data signals must come in regular units with consistent format.
• Each node must be able to address other nodes.
• Ethernet data link protocol provides addressing, framing functions.
• Various encoding mechanisms; NIC transceiver transmits and sends in agreed
frame format.
Network Interface Cards (Slide 2 of 2)
• Construction of a frame:
Ethernet NIC Features (Slide 1 of 4)
• Usually on board the motherboard.

• May be PCIe expansion board.
• All onboard cards support copper-based Ethernet with RJ-45 ports.
• Expansion cards may support:
• Fiber optic.
• Multiple port types.
• Multiple ports of same type (can be bonded for higher-speed link).
• MAC address: unique address for each Ethernet adapter port.

• Provides value for frame source and destination fields.
• 48 bits/6 bytes.
• Shown as 12 hex digits:
• May have colon, hyphen, or no separator.
• Examples: 00:60:8c:12:3a:bc or 00608c123abc.
• LED status lists show connection status:

• Link light shows if network signal present.
• Activity light flickers when packets received/sent.
• Speed light possible on multi-speed adapters.
• Dual-color LEDs combine functions.
Legacy Networking Devices (Slide 1 of 2)
• Switch is appliance at core of modern networks.

• Legacy appliances include:
• Hub: center of Ethernet star topology, works as multiport repeater.
• Repeater: retransmits signal to overcome distance limitations.
• Bridge: divides network into segments (collision domains) to reduce contention and
collision.
Legacy Networking Devices (Slide 2 of 2)
• Bridge operation:
Switches (Slide 1 of 3)
• Ethernet switch in modern network acts like hub, repeater, and bridge.
• Microsegmentation:
• Switches have up to 48 ports.
• Multiple switches can connect into switched fabric with thousands of ports.
• Each port is separate collision domain.
• Establishes point-to-point link (virtual circuit) between any two nodes.
• Collisions only occur if port is half-duplex (attached to a legacy card or node).
• Collisions only affect that segment, not the whole network.
• Switch operation:
Managed and Unmanaged Switches (Slide 1 of 3)
• Unmanaged switch:
• Performs microsegmentation without configuration.
• May be found in small networks (4 or 8 port switches).
• Embedded in most ISP’s Internet routers/modems.
• Managed switch:
• For larger workgroups and corporate networks.
• Unmanaged out of the box, but can be configured administratively.
• Can provide thousands of access ports by linking switches.
• Can divide into virtual LANs (VLANs).
• Cisco Catalyst 9400 Series modular chassis
• Interface configuration on a Cisco switch
Power Over Ethernet
• Supplies power from a switch port over Cat 5 or better to a powered device.
• Two IEEE standards (both now in 802.3-2012):
• 802.3af
• 802.3at (PoE+)
• PoE-enabled switches called end-span/end-point PSE.
• Power injector can be used if switch does not support PoE.
• Switch detects if connected device is PoE-enabled.
• More efficient than powering each device through a wall socket.
• Network-management software can control devices, apply power schemes.
Ethernet Over Power (Slide 1 of 2)
• SOHO networks are unstructured, use a single router, incorporate smart

appliances.
• Wireless is obvious solution; WLAN bandwidth may be adequate.
• There may be interference issues or appliances may not support Wi-Fi.
• Ethernet over Powerline uses building power circuits; overlays carrier signal to
transfer Ethernet frames.
• Adapter plugs into electrical outlet; provides RJ-45 ports.
• No configuration needed, but security can be configured.
• Standards defined by IEEE 1901, managed by HomePlug Powerline Alliance.
Ethernet Over Power (Slide 2 of 2)
• Netgear Powerline AV200 adapters
Activity
Discussing Network Hardware Devices
Activity 8-2: Discussing Network Hardware Devices
• What is a MAC address?
• ANSWER:
• A unique 48-bit identifier coded into every network interface. This is also referred to as
the physical or hardware address. A MAC address is expressed as 12 hex digits,
usually with colon or hyphen delimiters between each byte value. For example:
aa:bb:cc:00:11:22. Each hex digit expresses a 4-bit value using the characters 0 to 9
plus A, B, C, D, E, and F.
• What feature(s) should you check when ordering an Ethernet network
card?
• ANSWER:
• That it supports the correct speed (for example, Gigabit or 10GbE) and media
type/connector (for example, RJ-45 for copper cabling or LC for fiber optic).
• A technician has discovered an 8-port Ethernet hub appliance in a store.
Can this device be usefully deployed on a modern network?
• ANSWER:
• No. Hubs support only half duplex mode and limited speed. There could be very
specific circumstances in which you need to deploy a hub (to support some sort of
legacy server equipment, for instance) but in general terms, using a hub along with
modern switches and network adapters is likely to cause configuration errors and
performance problems.
• Your manager is resisting the use of an unmanaged switch to support a
network of up to a dozen computers at a branch office. What are the
arguments for and against proceeding?
• ANSWER:
• As it requires no configuration, an unmanaged switch should be simpler (and cheaper)
to deploy. An unmanaged switch will not support configuration features such as Virtual
LANs (VLANs), but these would not be required on such a small network. A managed
switch would support a remote configuration and monitoring interface and security
features that might be useful, however.
You might also mention traffic prioritization as a good reason
to deploy a managed switch (though the scenario does not specify
supporting VoIP handsets).
• You are assisting a customer looking to purchase switches that support
powering VoIP handset devices directly. The customer is confused
between Power over Ethernet and Ethernet over Power. Can you explain
the difference and identify which technology the customer needs?
• ANSWER:
• The customer needs a switch supporting Power over Ethernet (PoE). This means that
the switch sends power over the data cabling and RJ-45 port to the device. Ethernet
over Power (or Powerline) is a means of networking devices by using building power
outlets and circuits, rather than data cabling.
Topic C: Wireless Networks
Exam Objectives:
• 1001-2.4 Compare and contrast wireless networking protocols.
What is Wireless Networking?
• A range of connectivity products and devices.

• Personal area networking to Internet connectivity.
• Usually uses radio waves for transmission, tuned to specific frequency.
Wireless Frequencies and Channels (Slide 1 of 4)
• RF ranges from 3 KHz to 300 GHz

• Subdivided into bands (FM radio and TV are VHF band)
• Radio spectrum use regulated by governments
• Standardized by ITU
• Frequency use requires a license
• Some unregulated frequencies
• IEEE 802.11 standards = Wi-Fi

• (Transfer rates for optimal installation; frequencies lack penetration; may be
interference; data rate may drop with distance.)
Standard Maximum Transfer Rate Band

802.11a (1999) 54 Mbps 5 GHz
802.11b (1999) 11 Mbps 2.4 GHz
802.11g (2003) 54 Mbps 2.4 GHz
802.11n (2009) 288.8 Mbps/stream (Single Channel) 2.4/5 GHz

600 Mbps/stream (Bonded Channels)
802.11ac (2013) 1.7 Gbps (at time of writing) 5 GHz
• Two most common frequency bands in 802.11:

• 2.4 GHz:
• Longer wavelength, longer range, propagates better through solids
• Does not support many individual channels; is often congested
• Increased risk of interference
• Achievable data rates less than 5 GHz
• 5 GHz:
• Less effective at solid surface penetration
• Lower range than 2.4 GHz
• More individual channels; less congestion
• Higher data rates
• Range:
• 2.4 GHz: maximum indoor range ~30-45 m (100–150 ft).
• 5 GHz: maximum indoor range up to ~30 m.
• Absolute range less important than number of clients to support and wall/ceiling
construction.
• Channels:
• 2.4 GHz: up to 14 channels, considerable overlap, co-channel interference.
• Special codes distinguish pattern of each node.
• Channel can become saturated.
• 5 GHz: 23 non-overlapping channels:
• More WANs in same area or access points closer together, higher client device density.
Wireless Network Standards (Slide 1 of 2)
• 802.11a/b/g considered legacy standards, limited to old equipment

• 802.11b/g were more successful
• Both worked at 2.4 GHz; 802.11b WLANs upgraded to 802.11G
• 802.11a works at 5 GHz; incompatible
Wireless Network Standards (Slide 2 of 2)
Standard Description
• More bandwidth than legacy standards.
• Multiplexes 2-4 antennas using MIMO.
• AxB:C notation (transmit antennas, receive antennas, simultaneous streams).
802.11n
• Can use 2.4 GHz or 5 GHz band (preferred).
• Can use channel bonding in 5 GHz band to deliver more bandwidth.
• Nominal data rates 288.8 Mbps (single channel) and 600 Mbps (bonded channels).
• Continues development of 802.11n.

• Works in 5 GHz range.
• Can use 2.4GHz range for legacy standards in mixed mode.
802.11ac • Aims for throughput comparable to Gigabit Ethernet.
• Supports channel bonding to 80 or 160 MHz channels; 8 special streams vs. 4; denser modulation.
• Needs high-end equipment for sufficient antennas for 8 streams.
• Theoretical data rate with 8 streams and 160 MHz channel bonding ~6.93 Gbps.
Access Points and Wireless Network Modes (Slide 1 of 3)
• Most Wi-Fi networks are

Infrastructure mode
• Each client connects with an
Access Point (AP)
• Forms Basic Service Set (BSS)
• MAC address of AP is BSSID
• Can group BSS’s = ESS
• AP is bridge between
wired/wireless network
(Distribution System)
• AP connects to network like a
host computer
• Access points can forward frames in a Wireless Distribution System (WDS):

• Extends network without a cabled backbone.
• Bridge mode and repeater mode.
• Can be complex; can be compatibility issues with different vendors’ devices.
• Range extender is simpler residential solution; can work with powerline adapter.
Configuration Description
• Stations configured to make direct peer-to-peer connections.
Ad-hoc and Wi-Fi Direct • Older standards: ad-hoc mode.
• Modern approach: Wi-Fi Direct.
• Part of 802.11s standard.
• Nodes (Mesh Stations) can discover each other and make peer
Wireless Mesh Network connections to form Mesh Basic Service Set.
(MSN)
• Mesh stations perform path discovery and forwarding.
• Routing protocol such as Hybrid Wireless Mesh Protocol (HWMP).
Personal Area Network • Using wireless connectivity to connect to devices with a few meters.
(PAN) • Printers, smartphones, headsets, etc.
Wireless Network Cards
• Each Wi-Fi network station needs network adapter compatible with 802.11
standard in use on network.
• Onboard adapters; expansion boards; USB-connected adapters.
• Link-layer MAC address like Ethernet cards.
Activity
Discussing Wireless Networks
Activity 8-3: Discussing Wireless Networks
• What is the maximum transfer rate of an 802.11g Wi-Fi adapter?
• ANSWER:
• 54 Mbps.
• Why are 2.4 GHz networks more susceptible to interference than 5 GHz
networks?
• ANSWER:
• Each channel in a 2.4 GHz network is only 5 MHz wide while Wi-Fi requires about 20
MHz. Consequently, there is not much "space" for separate networks and the chances
of overlap are high. There are also numerous other product types that work in the 2.4
GHz band.
• How does 802.11n achieve greater speeds than previous Wi-Fi standards?
• ANSWER:
• Largely through using multiple reception and transmission antennas (MIMO) and
channel bonding.
• Can 802.11ac achieve higher throughput by multiplexing the signals from
both 2.4 and 5 GHz frequency bands? Why or why not?
• ANSWER:
• No, because 802.11ac works only at 5 GHz.
• Why might a wireless mesh network topology be used?
• ANSWER:
• Each station in a wireless mesh can be made capable of discovering other nodes on
the network and forwarding traffic. This can be used to create a network that covers a
wide area without deploying numerous access points or extenders.
Topic D: Internet Connection Types
Exam Objectives:
Internet Connections
• Businesses and homes depend on Internet access.

• Internet backbone: high-bandwidth backbones
connecting Internet eXchange Points (IXPs).
• Created by telecommunications companies and
academic institutions .
• Organized nationally and internationally.
Internet Service Providers (Slide 1 of 2)
• Home and business networks use ISP to connect to Internet.

• Network connects to ISP’s Point of Presence (PoP).
• Dial-up, broadband (DSL, FTTx, cable), wireless connections.
• Most use PSTN (aka POTS, “local loop,” “last mile”).
• ISP allocates IP addresses, registers domain names, hosts email and websites.
• Enterprise ISPs offer high bandwidth through fiber optic cable.
Internet Service Providers (Slide 2 of 2)
Broadband Internet Access
• A range of technologies
• “Always on”
• Data transfer rates much higher than dial-up
DSL (Slide 1 of 2)
• DSL uses high frequencies in digital phone line for communications.

• Filter separates DSL signals from voice traffic.
• Advanced modulation and echo cancelling enable high-bandwidth, full-duplex.
• DSL “modem” connects to phone system (usually router/modem/AP appliance).
• Phone line connects to DSL modem bank (DSLAM).
• PPP over ATM (PPPoA) or PPP over Ethernet (PPPoE).
DSL (Slide 2 of 2)
DSL Type Description

• Consumer version; fast downlink, slow uplink
• Various iterations
• ADSL2+: downlink rates up to ~24 Mbps; uplink rates up to ~1.4 Mbps
Asymmetrical DSL (ADSL)
• Providers may restrict data download
• Cable quality, number of users may affect speed
• Max range ~2 miles/3 km
• Same uplink and downlink speeds

Symmetric DSL
• Useful for businesses, branch offices
• High bit rate at expense of range

• Symmetric and asymmetric modes
Very High Bitrate DSL (VDSL) • Asymmetric: 52 Mpbs downstream/6 Mpbs upstream over 300 m/1000 ft
• Symmetric: 26 Mbps in both directions
• VDSL2: 100 Mpbs bi-directional rate for very short range
Fiber Optic Internet Access (Slide 1 of 3)
• Higher bandwidth, longer distance than copper cable

• Has replaced copper as core of telecommunications networks
• Being extended to individual homes and businesses
• Two principal types of fiber optic network services:
• Cable TV providers
• Telecom providers
• Hybrid Fiber Coax (HFC)/Cable (“broadband cable” “cable”): Connection

through CATV service, combines fiber core with coax to customer.
• Cable modem connects to local network through Ethernet adapter.
• Coax links all premises in a street with CMTS to ISP PoP via fiber backbone.
• DOCSIS: Downlink up to 38 Mbps (North America) or 50 Mbps (Europe); and
uplink up to 27 Mbps.
• DOCSIS v3 allows multiplexed channels for higher bandwidth.
FTTx Solution Description

Fiber to the X (FTTx) • Solutions where fiber replaces copper in the “last mile”
Fiber to the Premises (FTTP) • Most expensive, not widespread

Fiber to the Home (FTTH) • Fiber link terminated at customer premises equipment
Fiber to the Node (FTTN) • Fiber to communications cabinet at street
Fiber to the Curb/Cabinet
(FTTC) • Similar to HFC, but consumer link uses VDSL over phone wiring (not coax)
Dial-Up Internet Access (Slide 1 of 2)
• Telephone connection
between computers.
• Uses entire frequency range;
not efficient, low bandwidth.
• Phone charges apply; line
cannot be used for voice at
same time.
• Modems at each end convert
digital  analog
(MOdulation/DEModulation).
Dial-Up Internet Access (Slide 2 of 2)
• Disadvantages: low data transfer, time to establish connection, errors

• Fastest modems ~33.6 Kpbs; speed limit of phone line
• Theoretical maximum downlink ~56 Kpbs
• Compression may improve data transfer
• Has been superseded; still in use as a backup or for areas without other
support
ISDN Internet Access
• Digital circuit-switched technology for voice, video, data.

• Uses copper telephone wiring if of sufficient quality.
• Uses digital signatures for both voice and data; no analog conversions.
• Dial-up service billed by line rental and usage; establishes connection in ~1
second.
• Used to connect LANs and for remote workers.
• Two classes:
• BRI: two 64 Kbps "B" data channels for data and one 16 Kbps "D“ control channel.
• PRI: 23 or 30 “B” channels, one 24 Kpbx “D” channel.
• Remains in use for telecom core; superseded by DSL/cable for subscribers.
• Terminal Adapter connects to PC or router; to network via NT1 device.
Fixed Wireless Internet Access (Slide 1 of 2)
• Wired broadband may not be available:

• In rural areas
• In older buildings where not possible to run new cable
• Fixed wireless may be an option
• Two options:
• Satellite
• Line of Sight (LoS) Wireless Internet Provider (WISP)
Fixed Wireless Internet Access (Slide 2 of 2)
Solution Description
• Large coverage area with VSAT microwave antenna aligned to orbital satellite.
• Super High Frequency range (3-30 GHz).
• Satellite television receivers for domestic use; use growing for businesses, especially rural.
Satellite
• Transfer rates vary: 6 Mbps / 15-20 Mbps down typical.
• Can be severe latency problems.
• Dish at customer aligned with satellite; connects via coax to DVB-S modem.
• Ground-based microwave antennas aligned with each other; transmit if no physical obstruction
(usually atop tall buildings).
• Spans great distances; no cabling infrastructure; lower latency than satellite.
LoS WISP
• Hard to maintain line of sight; expensive.
• WISP may use Wi-Fi or proprietary equipment.
• Range of frequencies; may be affected by 5G cellular phone service deployment.
Cellular Radio Networks (Slide 1 of 2)
• Wi-Fi bands have restricted range; fixed wireless requires large antenna.
• Cellular radio wireless networking allows long-distance communications over
smartphone devices.
• Also used by IoT devices.
• Connects to nearest transmitter; base station range of up to 5 miles.
• Transmitter connects phone to mobile/landline networks.
• 850 / 1900 MHz bands (Americas); 900 / 1800 MHz bands (rest of world).
Cellular Radio Networks (Slide 2 of 2)
Generation Description
• GSM phones using a SIM card; international, and AT&T in US
• TIA/EIA IS-95 (cdmaOne) handsets managed by provider with CDMA; Sprint and Verizon
2G
• Data access built on top of existing voice network using CSD
• Must establish data connection to base station, incurring charges; maximum ~14.4 Kpbs
• Deployed packet-switched technology to mobiles
3G
• GPRS/EDGE; HSPA+; CDMA2000/Evolution Data Optimized (EV-DO)
• LTE: converged 4G standard supported by all network providers, requires a SIM. Maximum
4G 150 Mbps down; 20 Mpbs real-world
• LTE-A: Intended to provide 300 Mbps down; 40 Mbps current real-world
• Target is for 1 Gbps if stationary or slow-moving; 100 Mbps if fast-moving
5G • Available in trial areas; commercially in ~2020
• 70 Gpbs in test conditions
Activity
Discussing Internet Connection Types
Activity 8-4: Discussing Internet Connection Types
• If you have remote employees who need to connect to the corporate
network but they are located in a remote area with no access to high-
speed Internet service, what do you think is the best Internet connection
method to use?
• ANSWER:
• Satellite is the most likely option. A dial-up link is unlikely to provide sufficient
bandwidth for a remote access VPN. In some cases, tethering to a cell phone or
connecting to a wireless network device is an option, but this will depend on how
remote the employees' location is and if they can get a strong cellular signal.
• True or false? Analog modems are required for dial-up and ISDN Internet
access services.
• ANSWER:
• False. Dial-up uses an analog modem but Integrated Services Digital Network (ISDN)
uses digital not analog transmissions. The link is created via an adapter called an
NT1. This may loosely be referred to as an "ISDN modem," but it is not an analog
modem.
• What type of SOHO Internet access method offers the best bandwidth?
• ANSWER:
• Fiber to the Premises is the best, but it is not always available. Fiber to the Curb and
Hybrid Fiber Coax (cable) are the best options for the majority of residential
subscribers.
• Which protocol enables a dial-up user to exchange frames of data with an
ISP's access server?
• ANSWER:
• Point-to-Point Protocol (PPP).
• What type of cabling is used with the WAN port of a cable modem?
• ANSWER:
• Coax.
• What Internet access method would be suitable for a business requiring a
high bandwidth connection where no cabled options exist?
• ANSWER:
• Line-of-sight microwave radio from a Wireless Internet Service Provider (WISP).
Topic E: Network Configuration Concepts
Exam Objectives:
• 1001-2.6 Explain common network configuration concepts.
Routers (Slide 1 of 2)
• Switches use MAC addresses; routers use

logical network and host IDs.
• Many different types and uses; two general
tasks:
• LAN router: divides a physical network into
logical networks.
• WAN (edge/border) router: joins separate
networks (i.e.; LAN to Internet).
• Route/path to destination is selected either
dynamically or statically; packet moves by
hops along path to target.
• At target, hardware address determines
destination node.
Routers (Slide 2 of 2)
• Routers and modems both connect to the Internet:

• Modem makes a physical link (like a switch).
• Router makes logical forwarding decisions.
• Often bundled in one device.
• Switched enterprise networks can have thousands of ports; inefficient to treat
as one logical network.
• Use VLANs on managed switches to group ports into logical subnets.
• VLANs communicate through routers.
• Also provides filtering and monitoring to improve security.
The TCP/IP Protocol Suite (Slide 1 of 3)
Protocol: Rules and formats enabling systems to exchange data.
Protocol Suite: A collection of several protocols used for
networking are designed to work together.
• Networks have converged on use of TCP/IP protocol suite

• Originally developed by US DoD; now an open standard
• IETF working groups implement development
• RFCs are published standards
• Packet-based protocols
• Routers select the path for packets
• Main protocols handle addressing and transport
• Divided into four-layer model
Layer Description
• Puts frames on physical network
• Not TCP/IP protocols as such; networking products and media (Ethernet, Wi-Fi)
Link/Network
• Communications on local network
Interface Layer
• Data packaged in frames
• Nodes identified by MAC address
Network Layer • IP provides packet addressing and routing

(IP Protocol) • Best-effort delivery; unreliable, connectionless
Transport Layer • TCP guarantees orderly packet transmission

(TCP/UDP
Protocols) • UDP provides non-guaranteed packet transfer, but is faster
• Numerous protocols for network configuration, management, services; use TCP/UDP ports
Application
• ARP: Finds MAC address associated with IP address
Layer
• ICMP: delivers status and error messages (used by ping and tracert)
Internet Protocol and IP Addressing (Slide 1 of 4)
• Two versions of IP, IPv4 and IPv6. Main headers in IPv4.
IPv4 Frame
Description
Field
Source IP
Identifies the sender of the datagram by IP address.
Address
Destination IP
Identifies the destination of the datagram by IP address.
Address
Protocol Indicates whether data should be passed to TCP or UDP at the destination.
Checksum Verifies the packet’s integrity at the destination.

• The number of hops the datagram can stay on the network before it is discarded; avoids
Time to Live endless looping of undeliverable packets.
• Each router decreases the TTL value by at least one.
• IP address defines source and destination of packet:
32 binary digits:
11000110001010010001000000001001
Divided into octets:

11000110 00101001 00010000 00001001
Converted to dotted-decimal notation:

198 . 41 . 16 . 9
• In binary, a digit can only be 0 or 1

• Values of the digits are powers of 2
• Converting 11101101 from binary to decimal:
Place value: 128 64 32 16 8 4 2 1

Binary value: 1 1 1 0 1 1 0 1
Conversion: 128*1 64*1 32*1 16*0 8*1 4*1 2*0 1*1
Decimal equivalent: 128 + 64 + 32 + 0 + 8 + 4 + 0 + 1 = 237
• Converting 199 from decimal to binary:
199 =
Decimal value: 128 + 64 + 0 + 0 + 0 + 4 + 2 + 1
Place value: 128 64 32 16 8 4 2 1
Conversion: 128*1 64*1 32*0 16*0 8*0 4*1 2*1 1*1
Binary equivalent: 1 1 0 0 0 1 1 1
• Maximum value of a byte is 255, minimum is 0.

• Theoretical address range is 0.0.0.0 to 255.255.255.255; some addresses not
permitted or reserved.
Subnet Masks (Slide 1 of 4)
• IP address encodes both network ID and host ID.

• Subnet mask separates them by “masking” the host.
• Binary 1 in the mask = address digit is part of network ID.
• Size of the network portion of the subnet mask determines how many networks
and hosts allowed in a given addressing scheme.
• Expressed in dotted decimal or as network prefix (contiguous number of 1s in
the mask).
• Default masks and network classes:
Clas Dotted Decimal

Network Prefix Binary Mask
s Mask
A 255.0.0.0 /8 11111111 00000000 00000000 00000000
B 255.255.0.0 /16 11111111 11111111 00000000 00000000
C 255.255.255.0 /24 11111111 11111111 11111111 00000000
• Network ID revealed by “ANDing”

• 1 AND 1 = 1; all other combinations = 0
• Example:
172. 30. 15. 12 10101100 00011110 00001111 00001100

255. 255. 0. 0 11111111 11111111 00000000 00000000
172. 30. 0. 0 10101100 00011110 00000000 00000000
• Hosts communicate directly if on same network

• IP protocol uses subnet mask to compare source/destination network ID
• If on same network, delivers locally: 172. 30. 15. 12
255. 255. 0. 0.
172. 30. 16. 101
• If on different network, sends to router: 172. 30. 15. 12

255. 255. 0. 0.
172. 31. 16. 101
Host IP Configuration
• Host must have IP address and subnet mask; should have other parameters for
proper network/Internet communication.
Parameter Description
• Both required for every interface; can be set manually.
IPv4 address
• Address: dotted-decimal notation; identifies host and network.
Subnet mask
• Subnet mask determines if other hosts are local or remote.
• IP address of a router to send packets outside of local network.

Default gateway
• If no gateway, host can only communicate on local network.
• IP address of DNS server to provide host/domain name resolution and locate Internet
resources.
Client DNS
• DNS also used on most local networks.
• Often the gateway address; often a second server address provided for redundancy.
Static and Dynamic IP Addresses (Slide 1 of 3)
• Static addressing:
• Administrator manually configures each host.
• Must update manually if host changes subnet.
• Must track address allocations to avoid duplication.
• Can be time consuming and error-prone.
• Only used for systems with dedicated functionality.
• Dynamic addressing:
• DHCP server allocates addresses.
Dynamic
Addressing Description
Method
• DHCP client contacts server on boot and requests address.
• Also provides other parameters (subnet mask, default gateway) .
DHCP
• Limited time leases.
• Information configured on server; client updated when lease renewed.
• Fallback mechanism for DHCP client if DHCP server is unavailable.
Link local • Host self-configures with address on 169.254.x.x network.
APIPA • “Link local” is generic term; “APIPA” is Microsoft term.
• Communication with other APIPA hosts on same network only.
• For hosts that need same address each time.
DHCP
• Configure DHCP server with reserved host address per MAC address.
reservation
• Centralized, easier to implement than static addressing.
Public and Private IP Addresses (Slide 1 of 4)
• On the Internet, each host address must be unique; usually allocated by ISP.
• Few organizations have enough individual addresses; various methods to
overcome this issue.
• Internal hosts can use addresses in a Class A, B, or C private range defined by
RFC 1918 (10.0.0.0 to 10.255.255.255; 172.16.0.0 to 172.31.255.255;
192.168.0.0 to 192.168.255.255).
• Internet access provided for private-address hosts through:
• A router using NAT.
• A proxy server.
• In NAT, router converts the internal private IP address to a valid public address.
• IP configuration is simpler and internal clients are not directly accessible from
the Internet.
• NAT address pool itself will be limited; multiple private addresses will use a
single public address.
• Mapping provided by NAPT, aka PAT, aka NAT overloading.
• Each outgoing connection assigned TCP or UDP port.
• Returning traffic mapped back to address/client port.
• VPN: connects two private networks over a public network (the Internet).
• Internet is cost-effective way to connect users and networks, but is not private.
• VPN protocols create tunnels through the public network to authenticate,
encrypt, and secure private communications.
IPv6 (Slide 1 of 5)
• IPv4 address pool is large, but limited.

• IPv6 uses 128-bit addresses, massively increasing address pool.
• Other improvements: simplified address headers, hierarchical addressing,
support for time-sensitive traffic, new unicast address structure.
• Large string of characters in binary or even decimal; affects clarity and
accuracy.
• Uses hexadecimal notation (0-9, A-F): Decimal Hex Binary
0 0 0000
1 1 0001
… … …
10 A 1010
11 B 1011
… … …
IPv6 (Slide 2 of 5)
• Binary IPv6 address divided into eight double-byte values using hex notation:
2001:0db8:0000:0000:0abc:0000:def0:1234
• Leading zeros can be ignored, and a contiguous series of zeroes can be

replaced by a double colon place marker:
2001:db8::abc:0:def0:1234
IPv6 (Slide 3 of 5)
• First 64 bits are network ID, second 64 bits designate the interface
• Fixed size = no subnet mask; /nn = length of routing prefix in bits
IPv6 (Slide 4 of 5)
• IPv6 global unicast address format:
• IPv6 address blocks assigned hierarchically by routers; logical address space
IPv6 (Slide 5 of 5)
• IPv6 link-local addresses used for housekeeping

• Span single subnet
• Nodes on same link called “neighbors”
• Start with fe80::
• Equivalent of APIPA
• IPv6 host always has a link-local address
Activity
Discussing Network Configuration Concepts
Activity 8-5: Discussing Network Configuration Concepts
• What is the difference between a router and a modem?
• ANSWER:
• A router is a device that can forward traffic between different logical networks. These
networks might use different media and different ways of transporting frames across
links. In an Ethernet network, a host interfaces with the local network (LAN) using a
network adapter. When a link is point-to-point, using media such as a telephone line, a
modem is used to convert the signals that can be carried over the media from the LAN
format to the WAN format. Where a router is connected to such links, it may be
installed with a modem, but the functions of the devices are separate. The modem
makes a physical
network link with the ISP network, functioning at the same level
as a switch. The router can make decisions about forwarding
between logical networks.
• Protocols within the TCP/IP suite (and products supporting TCP/IP
networks) are conceived as working at one of four layers. What are those
four layers called?
• ANSWER:
• Link/Network Interface, Internet, Transport, and Application.
• What is meant by dotted decimal notation?
• ANSWER:
• An IPv4 address is a 32-bit number expressed as four octets (bytes). A byte can be
expressed as the decimal values 0 to 255, and these are used to represent the IP
address, with dots between each decimal number. This scheme is easier for people to
read than a binary number and reduces configuration errors.
• When is a default gateway required?
• ANSWER:
• When a host needs to communicate with hosts located outside its own IP network.
• A host is configured with the IP address 192.168.1.10/24. What is the
host's subnet mask?
• ANSWER:
• 255.255.255.0.
• What is the purpose of a DHCP server?
• ANSWER:
• A Dynamic Host Configuration Protocol (DHCP) server automatically allocates a
TCP/IP configuration (IP address, subnet mask, default gateway, and DNS servers) to
hosts when they join the network.
• What is special about an IP address that starts 169.254?
• ANSWER:
• It is an APIPA address—that is, one automatically selected if the interface is
configured to use DHCP but cannot contact a DHCP server.
• A host is configured with the IP address 172.29.0.101. What is significant
about this address?
• ANSWER:
• It is a private address and cannot be reached directly over the Internet. The host must
use a router with address translation or a proxy service to communicate on the
Internet.
• What is the function of NAT?
• ANSWER:
• Network Address Translation (NAT) enables a router to map private network IP
addresses onto a public IP address. Private addressing keeps the local network more
secure and reduces the demand for unique IP addresses.
• Apart from its length, what is the main difference between the structure of
an IPv4 address and an IPv6 address?
• ANSWER:
• Both types of IP address identify a host within a specific logical network. In an IPv4
address, the network ID portion is determined by applying a mask to the whole
address. In an IPv6 address, the host portion is always the last 64 bits of the address.
The first 64 bits are used with network prefixes to identify networks and subnetworks.
Topic F: Network Services
Exam Objectives:
• 1001-2.1 Compare and contrast TCP and UDP ports, protocols, and
their purposes.
• 1001-2.5 Summarize the properties and purposes of services provided
by networked hosts.
TCP and UDP Ports (Slide 1 of 2)
• Transport-layer protocols ensure effective delivery; content of packets is

significant.
• Identifies network application types by assigning port number (0-65535).
• Data from upper layers is packaged in segments, tagged with port number.
• Passed to network layer for delivery.
• Simultaneous segment transmissions are multiplexed onto network link; de-
multiplexed at receiving host.
• Can use TCP or UDP.
TCP and UDP Ports (Slide 2 of 2)
Port Type Description

• Ensures reliability and sequencing with acknowledgement messages.
• If non-delivery, retransmits if lack of acknowledgement.
TCP • If damaged delivery, NACK forces retransmission.
• Connection-oriented.
• Acknowledgements add overhead, slow communications.
• Connectionless, non-guaranteed, no sequencing or flow control.
• Speeds up communication by reducing overhead.
UDP • For applications that:
• Don’t require acknowledgement and can tolerate missing or out-of-order packets.
• Are time-sensitive but don’t need complete reliability.
Well-Known Ports
• Port: unique ID for a service using TCP or UDP for transport.

• Might be persistent (for servers) or ephemeral (for clients).
• IANA assigns standard (“well-known”) port numbers to services.
• See course text for examples.
• IANA defines ephemeral port range (49152 to 65535); some OSes use different
values.
• Firewalls must have ports enabled or disabled to allow only valid traffic.
DNS (Slide 1 of 4)
• Hierarchical system for resolving names to IP addresses.

• Database distributed among many name servers; distributes maintenance,
protects against server loss.
• Root (.) at top; then 13 TLDs (generic, sponsored, or country code); then
domains.
• Domain names managed by ICANN, registered with the appropriate Domain
Name Registry for the TLD.
• Records traced from root down; each level of server has information about
servers below in hierarchy.
DNS (Slide 2 of 4)
DNS (Slide 3 of 4)
• FQDN shows hierarchy from

most specific on left to least
specific on right.
• Domain name portion identifies
the company, organization, or
individual; must be unique and
officially registered.
• Host name identifies particular
server or server alias.
DNS (Slide 4 of 4)
DNS Server Type Description

• Holds domain records and can respond authoritatively about hosts in the
domains it manages.
Authoritative name server • Required for Active Directory.
• If private domain, not available outside the LAN; on Internet, published to name
servers hosted by ISPs.
• Resolves names for clients.
• Client contacts resolver; resolver contacts name servers until record is located
Recursive resolver or request times out.
• DNS clients are configured with resolver address.
• Listens on UDP 53.
Web Servers and HTTP/HTTPS (Slide 1 of 3)
Web server: A server that provides client access using HTTP
(defaults to port 80) or its secure version HTTPS (defaults to port
443).
• Organizations may lease from ISP; host directly; use private servers (intranets)
• Provides HTML pages (text files with tags), interpreted by browsers
• Extended by scripts and web applications
• Uses URL to access resources:

1. Protocol
2. FQDN
3. File path
• HTTP lacks security; data sent unencrypted, no authentication.

• SSL/TLS can be used to encrypt TCP/IP applications that use TCP
connections, including HTTPS.
• Servers use digital certificates from Certification Authorities to prove the identity
of the server and to provide encryption.
Mail Servers (Slide 1 of 3)
• Email can send text and file attachments encoded using MIME.
• Can use multiple protocols; typical process:
1. Client sends message to server; server queues message for an SMTP session (port
25).
2. SMTP server uses DNS to resolve address of recipient’s mail server.
3. SMTP delivers message; usually several “hops.”
4. Message placed in store on recipient’s server; client software connects with mailbox
using POP3 (port 110) or IMAP (port 143).
• POP3 more widely used; IMAP has more features.
• Email account requires username, password, email address, incoming and
outgoing server addresses, and protocol types.
• Mailto URL scheme: username@domainname (domain may be a company or

ISP).
• Different systems allow different characters; not usually treated as case
sensitive.
• Mail may be rejected if incorrectly addressed, if identified as spam, if mailbox is
full.
• Only one of many network communication types.
File and Printer Sharing (Slide 1 of 3)
• Core network functions.

• May be accomplished by proprietary protocols (i.e., File and Print Services for
Windows).
• May use standard protocols (i.e., FTP), but may not have as much functionality.
Protocol Description
• Underpins file and printer sharing on Windows networks; currently SMB2, but legacy clients are
SMB (aka supported.
CIFS) • TCP port 445; also NetBIOS over TCP/IP (UDP and TCP port range 137-139).
• Implemented as Samba on Linux.
• Performs similar function to SMB for Apple/Mac OS.
AFP • UDP or TCP port 427 (Service Location Protocol)—not required by OS X or later.
• TCP port 548.
• Early TCP/IP protocol; widely used for file transfers; flexible; easy to maintain.
• TCP port 21 for connection; port 20 for active transfer or server-assigned port if passive.
• Client options:
FTP
• Command line
• Dedicated GUI
• Browsers
Network Host Services
Service Description
• Used on enterprise networks to ensure only authorized users can access accounts.
Authentication • On Windows domain, Active Directory provides authentication based on Kerberos.
Server • AAA server consolidates authentication across multiple devices.
• RADIUS is an AAA protocol.
DHCP • DCHP assigns IP addresses to hosts when they connect.

DNS • DNS allows hosts to access resources by host name and FQDN by resolving names to IP.
• Network resources are recorded as objects in a directory database.

• X.500 standards allow directories to interact; full standard required a complex protocol.
LDAP • LDAP allows X.500-compliant queries and updates over TCP/IP.
• Widely supported; TCP/UDP 389.
• Uses Distinguished Names and Relative Distinguished Names as identifiers.
• NetBIOS first Windows network software; provided name discovery, addressing.
• NetBT runs NetBIOS over TCP and UDP ports 137-139 (name services, datagram
NetBIOS/NetBT
transmission, session services).
• Should be disabled unless supporting legacy Windows systems or appliances.
Inventory Management Servers (Slide 1 of 2)
Service Description
• Framework for managing/monitoring network devices.
• Management system and agents.
SNMP • Agent process runs on network device; maintains MIB; can initiate trap for a notable event.
• System software provides oversight location, monitors agents, displays information.
• Device queries=UDP 161; traps=UDP 162.
• Facilitates Defense in Depth security policies that require hardening to workstation level.
Endpoint • Can apply OS and anti-virus updates; catalog software; apply security policies; analyze logs;
Management monitor performance and alerts.
• Example: Microsoft’s SCCM.
• Helpful to consolidate separate device logs.
• Prior to Windows 7, Windows logs were local; 3rd-party tools used to consolidate.
syslog • Windows event subscription can forward log events to central system.
• UNIX and Linux equivalent is syslog.
• Client-server model for event collection; open format; de facto standard.
Inventory Management Servers (Slide 2 of 2)
Legacy and Embedded Systems
System Type Description
• Designed for a specific function.

• Range from individual microcontrollers to complex industrial control systems.
Embedded • May have been designed for a closed network, without connectivity.
• Special design and security considerations when interacting with a data network.
• Risk for maintenance and troubleshooting; require specialist knowledge.
• No longer supported by vendor.
• May be retained on networks to support existing services that are not practical to migrate.
• Security risks.
Legacy
• Should be isolated from network.
• Like embedded systems, risk for maintenance and troubleshooting; require specialist
knowledge.
Internet Security Appliances and Software
System Type Description
• Software and/or hardware that monitors for and quickly detects malicious behavior.
• Can also analyze and alert administrators to infrastructure problems.
IDS/NIDS
• Can comprise sensors, detection software, and management software; each implementation is
unique.
• Inline security device that monitors for and blocks suspicious network and system traffic.
• May drop packets, reset connections, sound alerts; at times quarantine intruders.
IPS/NIDS
• Examines packet contents.
• UTM appliance combines firewall, A-V scanner, and IDS.
• Used on enterprise networks as alternative to NAT.
• Checks and forwards HTTP, email, or other requests from internal hosts to Internet; returns reply
Proxy Server to the client.
• May be transparent (no client configuration) or non-transparent (client must be configured with
proxy’s IP address and port, typically 8080).
Activity
Discussing Network Services
Activity 8-6: Discussing Network Services
• If a network application cannot tolerate a missing packet, what type of
transport protocol should it use?
• ANSWER:
• Transmission Control Protocol (TCP).
• True or false? Protocols that stream video and audio over the Internet are
likely to be based on UDP.
• ANSWER:
• True. UDP carries less overhead compared to Transmission Control Protocol (TCP),
so is better suited to playing media files where small glitches due to lost packets are
less of a problem than the whole video freezing.
• What is DNS?
• ANSWER:
• Domain Name System—servers that map host and domain names to IP addresses.
• What configuration parameter must be entered to enable a client to use
DNS?
• ANSWER:
• The IP address of a DNS server on the local network or network reachable by the
client.
• True or false? An HTTP application secured using the SSL/TLS protocol
should use a different port to unencrypted HTTP.
• ANSWER:
• True. By default HTTPS uses port 443. It is possible in theory to apply SSL/TLS to port
80 but most browsers would not support this configuration.
• What protocol would a mail client use to access the message store on a
remote mail server?
• ANSWER:
• Typically Post Office Protocol (POP3) or Internet Message Access Protocol (IMAP). A
proprietary protocol such as MAPI (Microsoft Exchange) might also be used.
• A firewall filters applications based on their port number. If you want to
configure a firewall on the mail server to allow clients to download email
messages, which port(s) might you have to open?
• ANSWER:
• Either TCP port 993 (IMAPS) or 995 (POP3S), depending on the mail access protocol
in use (IMAP or POP). These are the default ports for secure connections. Unsecure
default ports are TCP port 143 and TCP port 110. Port 25 (SMTP) is used to send mail
between servers, not to access messages stored on a server. Port 587 is often used
by a client to submit messages for delivery by an SMTP server.
• You are configuring a Network Attached Storage (NAS) appliance. What
file sharing protocol(s) could you use to allow access to Windows, Linux,
and Apple macOS clients?
• ANSWER:
• Most clients should support Server Message Block (SMB)/Common Internet File
System (CIFS). You might want to configure Apple Filing Protocol to support older
macOS clients. Another option is to configure File Transfer Protocol (FTP).
• What is the difference between SNMP and syslog?
• ANSWER:
• The Simple Network Management Protocol (SNMP) provides a means for devices to
report statistics to a management server. Syslog provides a means for devices to send
log entries to a remote server.
• You are advising a customer about types of security appliance. What are
the principal types and configuration options?
• ANSWER:
• A network Intrusion Detection System (IDS) scans packet contents for signs of traffic
that could violate security policies. An Intrusion Protection System (IPS) can effect
some sort of action to block such traffic. An IPS is usually provisioned as a Unified
Threat Management (UTM) appliance to include firewall, antimalware, and other
security functionality. Appliances with blocking functionality are typically deployed
inline with the network, so that all traffic passes
through the appliance. Alternatively, a tap or sensor can be attached
to the network so that traffic is copied for the appliance to read.
1. What do you think are the most important network concepts covered in this
lesson?
2. What experience do you have with any of the technologies discussed in this
lesson?
Configuring and Troubleshooting
Networks
Configuring and Troubleshooting Networks
• Configure Network Connection Settings

• Install and Configure SOHO Networks
• Configure SOHO Network Security
• Configure Remote Access
• Troubleshoot Network Connections
• Install and Configure IoT Devices
Topic A: Configure Network Connection Settings
Exam Objectives:
• 1001-2.3 Given a scenario, install and configure a basic wired/wireless
SOHO network.
• 1002-1.8 Given a scenario, configure Microsoft Windows networking on
a client/desktop.
utilities.
NIC Properties
• Computer’s network adapter connects to a network appliance

• Card settings should be configured to match network
Wired Network Cards
• Ethernet adapter and switch must

have same media type:
• Signaling speed
• Half/full duplex
• Most will auto-negotiate; can be
configured
• Most settings can be left at default
QoS
• Network protocol that prioritizes some types of traffic.

• Can help ensure real-time applications such as VoIP or video conference have
priority.
• QoS usually configured on managed switches.
• May need to enable QoS protocol on adapter.
Onboard Network Cards
• Most computers have built-in Gigabit Ethernet adapter.

• Uses RJ-45 port/twisted-pair cabling.
• Check system setup if issues or to disable if installing a plug-in card.
Wireless Network Cards
• Set up 802.11 standard supported by

access point
• Card should support any standard
available
• Configure Roaming Aggressiveness
to adjust for weak signals
• Transmit Power usually set to highest
level by default
Wake on LAN
• Start computer remotely

• Network card is active, on standby
• “Magic packet” starts boot
• To set up WoL:
1. Enable WoL in system setup
2. Enable WoL on adapter
3. Configure network to send magic
packets
Network Connections in Windows 7 and Windows 8
(Slide 1 of 4)
• Configure network card with
client software and protocol
• Use Network and Sharing Center
(Slide 2 of 4)
• Access adapter properties
• Wired/wireless adapter names vary
(Slide 3 of 4)
• Change properties or view status
• Configure client, protocol, service
• Default bindings include
Microsoft clients, IPv4 and IPv6,
and link-layer discovery
(Slide 4 of 4)
• To join WLAN, select network
from list in notification area
• Can connect automatically
• Can configure manually if
network not broadcasting
Network Connections in Windows 10
• Settings: Network & Internet

• Use to access Network and Sharing
Center and Network Connections
applets
IP Address Configuration (Slide 1 of 2)
• Configure wired and wireless

through connection’s Properties
• Default is dynamic IP
• Can configure a static IP address
manually
IP Address Configuration (Slide 2 of 2)
• Select “Obtain an IP address

automatically” for DHCP/APIPA
• Can set up alternate configuration if
desired
Other Network Connections (Slide 1 of 3)
• SOHO router is typical; usually combines

several functions
• Other connection options include dial-up
• Analog modem connects to ISP
• Use Set Up a Connection or Network to
configure
• WAN cellular connects to a cell provider’s

network
• Can be USB or internal
• Install vendor software, plug in adapter, use
software to view and configure
• VPN tunnels privately through network

• Windows supports several types; can
configure in Network Connections
• Click network status icon to access
Activity
Discussing Network Connection Configuration Settings
Activity 9-1: Discussing Network Connection
Configuration Settings
• You need to configure duplex settings on a network adapter manually.
What steps do you need to follow?
• ANSWER:
• Open Device Manager and the adapter's Property sheet. Select the Advanced tab
and select the Duplex property (or Speed and Duplex). Change the value as
required, and select OK.
• True or false? If you want a computer to be available through Wake-on-
LAN, you can disconnect it from the power supply but must leave it
connected to the network data port.
• ANSWER:
• False. The network adapter must be connected to standby power, and the computer
could not start anyway if it were disconnected from the power supply.
• A Windows computer is configured to use DHCP, but no DHCP server is
available. The computer is not using an APIPA address either. Why is
this?
• ANSWER:
• It has been configured with an Alternate Configuration static IP address.
• Why are IP addresses entered under DNS, and why should there be two of
them?
• ANSWER:
• These are the IP addresses of DNS servers that will process client requests to resolve
host and domain names to IP addresses. DNS is a critical service on Windows
networks and on the Internet, so a second server should always be specified for
redundancy.
• What parameters do you need to specify to connect to a VPN?
• ANSWER:
• Assuming you have a remote host topology, you need to establish a connection to a
server over a public network such as the Internet. The VPN server then facilitates a
connection to a local network. You need to specify the location of the VPN server as
an IP address or Fully Qualified Domain Name (FQDN). If the VPN type is not
detected automatically, you might need to configure extra settings or use third-party
VPN client software. To connect to the VPN, the user must submit credentials, such as
a user name and password.
Activity
Configuring Network Connection Settings
Topic B: Install and Configure SOHO Networks
Exam Objectives:
SOHO network.
• 1002-2.3 Compare and contrast wireless security protocols and
authentication methods.
• 1002-2.10 Given a scenario, configure security on SOHO wireless and
wired networks.
SOHO Networks
• Business network; may use

centralized server as well as clients.
• Often uses single Internet device for
connectivity.
• May be home/residential network as
well.
Common SOHO Network Hardware (Slide 1 of 2)
• DSL or cable modem installed on customer premises.

• Bundles several device types: modem, router, switch, access point.
• On DSL, RJ-11 port connects to phone jack; voice/data splitter usually part of
modern socket.
Common SOHO Network Hardware (Slide 2 of 2)
• On DSL, RJ-11 port connects to

phone jack.
• Voice/data splitter usually part of
modern socket.
SOHO Network Configuration (Slide 1 of 2)
• Connect device to SOHO appliance

to configure.
• Access management interface
through browser.
• Change default password!
• Follow wizard interface to configure
Internet access.
SOHO Network Configuration (Slide 2 of 2)
• View line status and system log

in management console.
• Helpful for troubleshooting.
Wireless Settings
• Configure wireless settings; most

hosts connect wirelessly.
• May be part of setup wizard; can
use management software directly.
• Adjust settings as appropriate:
• Frequency band (2.4 GHz or 5 GHz)
• SSID (name for WAN)
• Security and encryption
• Password (pre-shared key)
• 802.11 mode
• Channel/channel width
DHCP and IP Address Configuration
• May need to adjust DHCP server

settings
• Enabled by default
• If you disable, IP addresses must
be assigned manually
• Easy for attacker to determine
scope
WPS
• Simplifies secure access point

setup.
• AP and all adapters must be WPS-
capable.
• Pushbutton on device typically
causes device and AP to associate
automatically over WPA2.
• Generates random SSID and
passphrase.
Access Point Placement
• Correct antenna and access point placement helps ensure robust network.
• AP placement may be constrained by provider’s cabling location.
• Can use extenders.
• Site survey can help identify dead zones.
Channel Selection
• In US, 2.4 GHz band subdivided into 11 channels at 5 MHz intervals.

• Best to allow 25 MHz spacing for channels in active use.
• No more than 3 nearby APs can have non-overlapping channels.
• Newer APs detect least-congested channel at boot; may need to adjust.
• Use spectrum analyzer to find least busy channels.
Radio Power Levels
• Can turn down AP power to prevent war

driving.
• Need to ensure enough coverage for
legitimate users.
• May expose to “evil twin” attack if a
rogue AP is detected first.
• Increasing power may also cause signal
bouncing.
• Client must match AP.
• Best to allow autonegotiation.
Wi-Fi Security Protocols (Slide 1 of 2)
• Wi-Fi requires careful security configuration

• Media “unguided;” RF scanner can intercept signals
• Encryption is crucial
• Cipher scrambles message; key decodes message
• Keep key secure
Wi-Fi Security Protocols (Slide 2 of 2)
Security Protocol Description

• Legacy encryption system based on RC4 cipher
• 64-bit or 128-bit key
WEP
• Flaw in key production method; easy for attacker to generate key
• Deprecated and should not be used
• Based on RC4
• Adds TKIP to fix security problem
WPA
• WPA2 developed to meet 802.11i security standards
WPA2
• Use WPA2 whenever possible
• If not supported by devices, use WPA
Wi-Fi Authentication
Authentication Mode Description
• Based on pre-shared key generated from passphrase.

• Cannot completely secure distribution of key; on home network may not be
secure passphrase; all users share key (no accounting); hard to change key.
Personal
• Simple setup.
• Only choice for WEP; can use with WPA/WPA2 on SOHO networks or
workgroups.
• Enterprise mode authentication in WPA/WPA2.

Enterprise • Authentication passed to RADIUS server.
• Suitable for server-/domain-based networks.
Common SOHO Security Issues
Security Issue Description

• Simple name to identify the WAN
• Change default SSID
SSID • Do not use personal information
• Disable SSID broadcast
• Enable encryption
• Restrict physical access to enterprise routers and switches

Physical Security
• Attacker with physical access could reset to defaults, gain access
• Keep Internet appliance firmware and driver up to date

Updating Firmware
• Make sure power stays on during update process
• Static IP assignments will not deter a determined attack

Static IP Addresses
• Router/modem must have static IP to function as DHCP server/default gateway
Latency and Jitter
Quality of Service (QoS): Using a network protocol to prioritize

types of traffic
• Modern networks provide two-way communications (VoIP, video conferencing,

gaming).
• Standard protocols sensitive to data loss, not delivery delay (latency/jitter).
• Real-time data applications sensitive to latency and jitter, not packet loss.
• Latency: the time for a signal to reach recipient
• Jitter: variation in delay (congestion, configuration problems).
• QoS:
• Hard to guarantee on Internet.
• Can be deployed on enterprise networks.
• On SOHO network, may be able to configure on router/modem.
Activity
Discussing SOHO Network Installation and Configuration
Activity 9-3: Discussing SOHO Network Installation
and Configuration
• What type of cable and connectors are used to connect a modem to a
phone port?
• ANSWER:
• Twisted pair with RJ-11 connectors. In the UK, the phone port might use a BT-style
connector though.
and Configuration
• What is the function of a microfilter?
• ANSWER:
• It screens noise from data signals on jacks for voice or fax devices if DSL equipment is
connected.
and Configuration
• To configure a router/modem, what type of IP interface configuration
should you apply to the computer you are using to access the device
administration web app?
• ANSWER:
• Set the adapter to obtain an IP address automatically. The router/modem will be
running a Dynamic Host Configuration Protocol (DHCP) server that will allocate an
appropriate IP address and DNS server.
and Configuration
• What is the effect of reducing transmit power when you are configuring
an access point?
• ANSWER:
• It reduces the supported range of the access point. You might do this to prevent
interference between two access points in close proximity. You might also reduce
power to prevent the network being accessible outside a particular area (such as
making the network accessible to indoor users only).
and Configuration
• Which standard represents the best available wireless network security?
• ANSWER:
• Wi-Fi Protected Access version 2 (WPA2). It is also worth noting that this can be
configured in personal mode (using a passphrase shared between all users) or
enterprise mode. Enterprise mode is more secure. Each user connects with his or her
network credential, which is validated by an authentication server (typically RADIUS).
and Configuration
• How can QoS improve performance for SOHO Internet access?
• ANSWER:
• A Quality of Service (QoS) mechanism allows you to elevate certain types of traffic to
a higher priority to be processed by the router/modem. For example, you could create
a rule reserving 80% of bandwidth for a Voice over IP (VoIP) protocol. This means that
whenever the VoIP application is active, other protocols can use only 20% of the
router's link bandwidth, making it less likely that ordinary file downloads or web
browsing will interfere with a call.
Activity
Installing and Configuring SOHO Networks
Topic C: Configure SOHO Network Security
Exam Objectives:
• 1001-2.3 Given a scenario, install and configure a basic wired/wireless SOHO
network.
• 1002-1.5 Given a scenario, use Microsoft operating system features and tools.
• 1002-1.6 Given a scenario, use Microsoft Windows Control Panel utilities.
• 1002-1.8 Given a scenario, configure Microsoft Windows networking on a
client/desktop.
• 1002-2.10 Given a scenario, configure security on SOHO wireless and wired
networks.
Firewalls (Slide 1 of 2)
• Many types and implementations

• Primary distinction:
• Network firewall:
• Inline on the network
• Inspects all traffic
• Host firewall:
• Installed on host
• Inspects traffic to that host
Firewalls (Slide 2 of 2)
Firewall Type Description

• Earliest type; all firewalls capable of this function
• Inspects IP packet headers, accepts or drops based on rules
• Filtering rules based on:
Packet Filtering • IP filtering
• Protocol ID/type
• Port filtering/security
• Configure ACL
• Software on individual host; may be in addition to network firewall
• Can do packet filtering
Host Firewall • Can also grant/deny access based on software programs, services/processes, and
users
• Two firewalls increase security; more complex to configure and troubleshoot
Firewall Settings (Slide 1 of 2)
Firewall Setting Description

• Only enable required services; can remove service at the host.
Disabling Ports • May want service available locally but not on Internet.
• Configure firewall ACL to block the port, or block by default rule.
• Firewalls, switches, and APs can whitelist/blacklist MAC addresses.

MAC Filtering
• Can be time-consuming, but good security option for SOHO networks.
• Blocks websites and services based on keywords, ratings, or classification.

Content Filtering / • Can restrict times.
Parental Controls • ISP-enforced filters cannot distinguish account types.
• Filters can also be enforced by OS.
Whitelists / • Blacklists document URLs known to harbor specific undesired content.

Blacklists • Whitelists document sites that will be accessible even if filter is applied.
Firewall Settings (Slide 2 of 2)
NAT
• All routers/modems use

NAT/NAPT
• Router has single public
address; clients use local
private addresses
• Router translates between
Internet and host
• Usually auto-configured
• Some protocols may need
ALG to open ports
dynamically
Port Forwarding and Port Triggering
• Internet hosts only see router’s public

address.
• Configure port forwarding/DNAT if
running an Internet-facing service on
your internal network.
• Router transmits Internet requests to a
given port to a designated internal
host.
• Port triggering is for applications using
multiple ports.
DMZ
• If internal server is exposed to

Internet, consider local network
security; compromised server can
expose LAN to attacks.
• Enterprise networks use DMZ; hosts
in DMZ are not trusted by local
network.
• Traffic from Internet cannot access
local network through DMZ.
• SOHO vendors’ “DMZ” = LAN
computer that receives all Internet
communications not forwarded to
other hosts.
Universal Plug-and-Play
• Users may be tempted to turn off

firewall if configuration is complex.
Services requiring complex
configuration can use UPnP to instruct
firewall with correct configuration.
• Does have security vulnerabilities:
• Use only if required.
• Don’t let UPnP accept Internet requests.
• Keep firmware, security advisories up to
date.
Windows Firewall (Slide 1 of 2)
• Each version has become more

advanced
• Configure in Control Panel
Windows Firewall (Slide 2 of 2)
• Can configure exceptions

• Use Windows Defender Security
Center on Windows 10
Windows Firewall with Advanced Security (Slide 1 of 2)
• Add-in to basic firewall

• Can configure outbound filtering,
IPSec, monitoring
• Configure in Group Policy on
domain, in management console in
workgroup
Windows Firewall with Advanced Security (Slide 2 of 2)
• Configure inbound and outbound

rules as appropriate
• Rules can use various triggers
Location Awareness (Slide 1 of 2)
• Firewall settings can be applied

depending on connected network.
• Displays dialog when new network is
detected.
Location Awareness (Slide 2 of 2)
• Set location (Home, Work, Public,

Domain).
• Use Network and Sharing Center
to change location.
• In Windows 8/Windows 10,
networks are either public or
private.
• Change using Settings app.
Browser Configuration (Slide 1 of 7)
• Browser is very important software,

for browsing and as app interface.
• Internet Explorer has been dominant,
but other browsers have similar
configurations.
• General settings include home pages,
browsing history, etc.
• Clear browsing history on public
computer.
• Configure connections:
• Dial-up
• Router
• Configure proxy:
• User machines send requests to proxy
server, which sends to Internet.
• May also perform caching for improved
performance.
• Use LAN Settings to configure proxy
address.
• Security settings protect system from

malicious content on web pages.
• In Windows, configure by security
zone.
• Privacy settings control use of

cookies
• Text files containing session data
• Configure pop-up blocker
• Check or set default browser

• Manage add-ons
• Various advanced settings and

options
• Resetting the browser
Activity
Discussing SOHO Network Security
Activity 9-5: Discussing SOHO Network Security
• True or false? A firewall can be configured to block hosts with selected IP
address ranges from connecting to a particular TCP port on a server that
is available to hosts in other IP address ranges.
• ANSWER:
• True. A firewall's access control entry ruleset can combine any supported criteria.
• What sort of configuration options are available to apply parental
controls, as opposed to packet filtering via a firewall?
• ANSWER:
• You can set restrictions to block access at times of the day or night. You can blacklist
web addresses (URLs), optionally on the basis of site rating schemes. You may also
be able to block access on the basis of keyword filtering.
• What security method could you use to allow only specific hosts to
connect to a SOHO router/modem?
• ANSWER:
• You could configure a whitelist of permitted Media Access Control (MAC) addresses.
• A user wants to be able to access an FTP server installed on a computer
on their home network from the Internet. The home network is connected
to the Internet by a DSL router. How would you enable access?
• ANSWER:
• Configure port forwarding on the router to send incoming connections on port 21 to the
LAN computer.
• You are setting up a games console on a home network. What feature on
the router will simplify configuration of online multiplayer gaming?
• ANSWER:
• Universal Plug and Play (UPnP).
• True or false? To allow a PC game to accept incoming connections over a
custom port you need to configure the Advanced Security Firewall.
• ANSWER:
• False. You can allow a process to connect via the basic firewall interface.
• What option on the General tab of the Internet Options dialog box is most
relevant to user privacy?
• ANSWER:
• Delete browsing history.
• How would you configure a Windows 7 computer to use a proxy server for
web browsing?
• ANSWER:
• Open the Internet Options dialog box, and select the Connections tab. Select LAN
Settings and enter the address of the proxy.
Topic D: Configure Remote Access
Exam Objectives:
• 1001-2.1 Compare and contrast TCP and UDP ports, protocols, and
their purposes.
tools.
a client/desktop.
• 1002-4.9 Given a scenario, use remote access technologies.
Windows Remote Access Tools
Tool Description
• Allows user to connect to desktop remotely
• Desktop machine = terminal server; connecting machine = Windows terminal
Remote Desktop • Good for home workers
• Can also be used for troubleshooting
• TCP port 3389
• Allows user to request help from technician
• Helper can join user session, take control of desktop
Remote Assistance
• Port assigned dynamically from ephemeral range; intended for local support, not to
pass through firewalls
Remote Settings Configuration
• Remote Assistance allowed by

default; Remote Desktop is not
• Configure in System
Properties/Remote Settings
• Choose RDP client options, including
NLA
• RDP authentication/session data
always encrypted
• Define which users can connect
remotely (local or domain accounts)
Remote Credential Guard
• Remote Desktop credentials are vulnerable on machine compromised by

malware.
• RDPRA Mode and Remote Credential Guard mitigate this risk.
The Remote Assistance Process
• Remote Assistance request placed

with Remote Assistance tool (file,
email, or Easy Connect).
• Helper opens invitation file and waits
for user to accept offer.
• Remote Desktop window and chat
tool open.
• Remote Assistance session
encrypted, same as RDP.
Remote Desktop
• Open via the Communications menu in

Accessories or by typing mstsc at a
command prompt.
• Enter the server's computer name or IP
address to connect.
• You will need to define logon credentials.
• Use the format
ComputerOrDomainName\UserName
• No one else can use the target system while
in remote mode.
Remote Access Technologies
• Remote Desktop and Remote Assistance are Microsoft technologies.

• Can connect from Linux, macOS, iOS, or Android to Windows RDP server
using mstsc client.
• Use other protocols and software for incoming connections to non-Windows
devices.
Telnet (Slide 1 of 2)
• Command-line terminal emulation protocol and program

• Host runs Telnet Daemon on TCP port 23
• Client uses Telnet program
• Once connected, can use same commands as local user
• Common commands: open HostPort; ?; status; close; quit
• Troubleshooting for SMTP or HTTP
• Remote router or switch configuration
Telnet (Slide 2 of 2)
SSH (Slide 1 of 2)
• Replaces unsecure administration

and file copy programs (Telnet,
FTP)
• Uses TCP port 22
• Encrypts each session
• Many commercial products
• SSH servers identified by
public/private key pairs
• SSH clients can keep mappings
or use commercial SSH key
management products
SSH (Slide 2 of 2)
• Server’s host key used to set up secure channel for SSH client authentication
• Various authentication methods possible; can be enabled/disabled as needed:
• Username/password
• Kerberos
• Host-based
• Public key
Screen Sharing and VNC
• In MacOS, use Screen Sharing for remote desktop

• Based on VNC
• Can use any VNC client
• Encrypted
• VNC itself is freeware
• Similar to RDP
• TCP port 5900
• Freeware versions have no connection security
• Commercial products include encryption solutions
File Share
• Network file sharing can be complex (file sharing protocol; permissions; user
accounts)
• Vendors offer simple file sharing options:
• AirDrop (Apple iOS/macOS)
• NearShare (Microsoft)
• Third-party and open-source alternatives
• Products include security, but always potential for misuse
• Only accept requests from known contacts
• Security vulnerabilities may allow unsolicited transfers
Activity
Discussing Remote Access Configuration
Activity 9-6: Discussing Remote Access Configuration
• Which edition(s) of Windows support connecting to the local machine

over Remote Desktop?
• ANSWER:
• The Remote Desktop server functionality is available in Professional, Enterprise, and
Ultimate editions.
• What is the goal of RDP Restricted Admin (RDPRA) Mode and Remote
Credential Guard?
• ANSWER:
• If the local machine is compromised, malware may be able to obtain the credentials of
a user account connecting to the machine over Remote Desktop. RDPRA Mode and
Remote Credential Guard are designed to mitigate this risk.
• True or false? SSH is not available for use with Windows.
• ANSWER:
• False. Support for an SSH client and server is being included in feature updates to
Windows 10, and there are numerous commercial and open source products.
• How can you confirm that you are connecting to a legitimate SSH server?
• ANSWER:
• The server displays its host key on connection. You need to keep a record of valid
host keys and compare the key presented by the server to the record you have.
Topic E: Troubleshoot Network Connections
Exam Objectives:
• 1001-2.8 Given a scenario, use appropriate networking tools.
• 1001-5.7 Given a scenario, troubleshoot common wired and wireless
network problems.
tools.
• 1002-3.1 Given a scenario, troubleshoot Microsoft Windows OS
problems.
Common Wired Network Connectivity Issues (Slide 1 of
2)
• Rule out hardware-layer connectivity (cable connection)
• Troubleshoot wired connectivity:
• Test with ping
• Verify patch cord between host/panel and panel/switch
• Connect a different host
• Verify network adapter link properties
• Connect to a different port
• Check the switch (if multiple users)
• Use cable testing tools
Common Wired Network Connectivity Issues (Slide 2 of
2)
• Troubleshoot slow transfer speeds:
• Check network adapter driver configuration
• Check setting for switch port
• Check for:
• Switch or router congestion or network-wide problem
• Adapter driver issues
• Malware
• Interference on network cabling
Common Wireless Network Connectivity Issues
(Slide 1 of 2)
• Consider problems with physical media, configuration:
• RF signal weakens with distance
• Check security and authentication configuration
• Configuration issues:
• If in range, check SSID mismatch or SSID broadcast
• Standards mismatch
• Dual-band support
• Low RF/RSSI
• Signal issues:
• Channel interference
• Signal blocking
Common Wireless Network Connectivity Issues
(Slide 2 of 2)
• Use Wi-Fi analyzer such as inSSIDer to

perform site survey
• Site survey can:
• Identify sources of interference problems
• Measure signal strength
• Identify congested channels
IP Configuration Issues (Slide 1 of 2)
• If host IP configuration is incorrect it will not be able to communicate

• View adapter status in Windows
• Use ipconfig at command line
• Typical switches:
• /all
• /release
• /renew
• /displaydns
• /flushdns
IP Configuration Issues (Slide 2 of 2)
• Use ipconfig to test adapter

configuration:
• Static or DHCP? If DHCP, correct
parameters?
• If configuration is correct, check for:
• Communication with DHCP server
• Configuration with DHCP server
• Multiple conflicting DHCP servers
• On Linux, use ifconfig; some different
functionality
IP Connectivity Issues (Slide 1 of 3)
• If link and IP are correct, problem may be in network topology.

• Test connections by trying to use resources (but doesn’t eliminate application
fault).
• Use other connectivity tests:
• Ping
• DNS testing
• IP conflict
• Use ping to test communications.

• Ping loopback, workstation, default
gateway, remote host.
• If successful, reply with time in
milliseconds.
• If unsuccessful:
• Destination unreachable
• No reply (request timed out)
• Test DNS:
• Ping DNS names.
• Try reverse lookup.
• Troubleshoot IP conflicts:
• Possible configuration error due to static assignment.
• Windows disables IP.
• Identify affected machines and resolve duplicate.
Routing Issues
• Use tracert to investigate routing

problems
• Command will time out if host not
located
• Will list:
• Router hops
• Ingress interface
• Response time
• Asterisk if no response
Unavailable Resources (Slide 1 of 5)
• If not with cabling, switches/routers, or IP, problem is at higher layer

• Failures possible in:
• Security
• Name resolution
• Application/OS
• If Internet access or local resources are unavailable, establish scope by trying a
different client:
• If works, problem with 1st client
• If fails, problem is with server, device, or infrastructure
• Troubleshooting Internet availability:

• If “No Internet access” message, no working Internet connection
• Check local PC settings
• Check ISP’s service status page/helpline
• Restart modem/router
• Suspect security issue (mis-configured proxy, firewall blocking host)
• Performing a reset:
• Restart server as stock response to persistent problems
• Restart application
• Run Windows network troubleshooter
• Reset the network stack
• Windows 10: Network & Internet > Status
• Windows 7/8: Network Adapter troubleshooter or command-line tools
• Remove network adapters and reboot; update all network settings
• Use netstat to investigate open ports

and connections
• Use –a, -b, -n switches
• Linux has slightly different utility
• Use nslookup to investigate name

resolution problems
• nslookup -Option Host Server
• Query a different name server and
compare your results
Activity
Discussing Network Connection Troubleshooting
Troubleshooting
• You are trying to add a computer to a wireless network but cannot detect
the access point. What would you suspect the problem to be?
• ANSWER:
• The computer's wireless adapter is not supported by the AP, the computer is not in
range, or there is some sort of interference.
Troubleshooting
• What readings would you expect to gather with a Wi-Fi analyzer?
• ANSWER:
• The signal strength of different Wi-Fi networks and their channels within range of the
analyzer.
Troubleshooting
• You have restarted the DHCP server following a network problem. What
command would you use to refresh the IP configuration on Windows 7
client workstations?
• ANSWER:
• ipconfig /renew
Troubleshooting
• What command can you use on a Linux computer to report the IP
configuration?
• ANSWER:
• Historically, this could be reported using the ifconfig tool. The ip command is now
preferred.
Troubleshooting
• A single PC on a network cannot connect to the Internet. Where would
you start troubleshooting?
• ANSWER:
• You could test the PC's IP configuration, specifically the default gateway or name
resolution, or you could check that the cable is good.
Troubleshooting
• A computer cannot connect to the network. The machine is configured to
obtain a TCP/IP configuration automatically. You use ipconfig to
determine the IP address and it returns 0.0.0.0. What does this tell you?
• ANSWER:
• If a DHCP server cannot be contacted, the machine should default to using an APIPA
address (169.254.x.y). As it has not done this, something is wrong with the networking
software installed on the machine (probably the DHCP client service, TCP/IP stack, or
registry configuration, to be specific).
Troubleshooting
• If a host has a firewall configured to block outgoing ICMP traffic, what
result would you expect from pinging the host (assuming that the path to
the host is otherwise OK)?
• ANSWER:
• Destination unreachable.
Troubleshooting
• What Windows tool is used to test the end-to-end path between two IP
hosts on different IP networks?
• ANSWER:
• tracert
Troubleshooting
• Which command produces the output shown in this graphic?
(slide 1 of 2)
Troubleshooting
• Which command produces the output shown in this graphic?
(slide 2 of 2)
• ANSWER:
• This is output from netstat. Specifically, it is netstat -ano. The switches show all
connections, with ports in numeric format, and the PID of the process that opened the
port.
Activity
Troubleshooting Network Connections
Topic F: Install and Configure IoT Devices
Exam Objectives:
SOHO network.
Internet of Things
• Global network of devices equipped with sensors, software, network

connectivity.
• Devices can communicate and pass data M2M.
• “Things” identified with unique numbers/codes.
IoT Wireless Networking Technologies
Technology Description
• Radio communication speeds up to 3 Mbps; v3 or v4 up to 24 Mbps
Bluetooth • Maximum range of 10 m/30 ft (signal strength weak at max. distance)
Bluetooth Low • Used in many portable/wearable devices
Energy • Pairing procedure
• BLE version for low-powered devices that transmit infrequently
• Wireless protocol for home automation
• Mesh topology over low-energy radio waves
Z-Wave
• Can configure repeaters up to four “hops”
• High 800-low 900 MHz range; runs for years on battery power
• Similar to/competitive with Z-Wave
ZigBee • 2.4 GHz band
• Up to 65,000 devices in single network (232 for Z-Wave); no hop limit
• Tagging and tracking devices with radio-frequency tags
RFID and NFC
• NFC: peer-to-peer version of RFID
IoT Device Configuration
• IoT functionality in home automation/smart home devices

• To interoperate, devices must all share protocol (i.e., Z-Wave or Zigbee) and be
compatible with same virtual assistant/hub
• Endpoint devices (thermostats, light switches, etc.)
• Smartphone control (using Wi-Fi, Bluetooth, NFC)
• Smart hub control (Z-Wave, Zigbee, Wi-Fi, Bluetooth, NFC)
• Dedicated hub from vendor
• Generic smart speaker/digital assistant
Digital Assistants
• Voice interface responding to natural language

• Smartphones, computers, smart-speaker hubs
• Back-end server processing; raises privacy/security concerns
• Google Assistant
• Amazon Alexa
• Apple Siri
• Microsoft Cortana
• Device may require “training” to recognize and respond to user’s voice
Activity
Discussing IoT Devices
Activity 9-9: Discussing IoT Devices
• What type of network topology is used by protocols such as Zigbee and
ZWave?
• ANSWER:
• A wireless mesh network topology.
• What types of home automation device might require specialist installer
training?
• ANSWER:
• A device such as a thermostat has to be wired safely and correctly to the heating
controls, door locks must be fitted securely by a joiner or carpenter, and even a
security camera would be better fitted by someone with the skills to evaluate the best
placement. While a homeowner might attempt these as DIY jobs, a service or support
company should not allow untrained staff to attempt this type of installation.
• What are the two main options for operating smart devices?
• ANSWER:
• Using a smartphone/tablet app, or using a voice-enabled smart speaker. Some
devices might also support configuration via a web app.
• True or false? Voice processing by a smart speaker is performed
internally so these devices can be used without an Internet connection.
• ANSWER:
• False. The speaker passes the voice data to a backend server for processing.
Activity
Configuring IoT Devices
1. What experiences do you have in working with the networking technologies

discussed in this lesson?
2. Do you have any experience working with SOHO networks? What do you
expect to support in future job functions?
Managing Users, Workstations, and
Shared Resources
Managing Users, Workstations, and Shared Resources
• Manage Users
• Configure Shared Resources
• Configure Active Directory Accounts and Policies
Topic A: Manage Users
Exam Objectives:
tools.
and tools.
utilities.
Windows OS security
• settings.
User and Group Accounts (Slide 1 of 2)
User account: The logon ID that identifies each user.

Security group: A collection of user accounts that can be assigned
permissions in the same way as a single user object.
• Groups
• Built-in local groups
• Administrators
• Users
• Guests
• Power Users
• System Groups
• System and Service Accounts
User and Group Accounts (Slide 2 of 2)
• System Groups
• Everyone
• Authenticated Users
• Creator Owner
• Interactive
• Network
• System and Service Accounts
• LocalSystem
• LocalService
• NetworkService
Local Users and Groups (Slide 1 of 2)
Local Users and Groups (Slide 2 of 2)
• Create new user

• Rename and delete user accounts
• Add a user to a group
• Use net user commands
Local Security Policy
Policies: A subset of a security profile, and a document that outlines

the specific requirements and rules everyone must meet.
SSO and Credential Manager
Single Sign-On (SSO): Any authentication technology that allows a
user to authenticate once and receive authorizations for multiple
services.
Activity
Discussing Windows User Management
Activity 10-1: Discussing Windows User Management
• Which three principal user security groups are created when Windows is
installed?
• ANSWER:
• Users, Administrators, and Guests. You might also include Power Users, though use
of this group is deprecated. There are also system groups, but users cannot be
assigned manually to these. Going beyond the account types listed in the exam
objectives, you might include groups such as Remote Desktop Users, Remote
Management Users, or Backup Operators.
• What tool would you use to add a user to a local security group?
• ANSWER:
• You can change the account type between Standard and Administrator via the basic
Users app, but the Local Users and Groups management console is the main tool to
use. You could also use the net command suite or PowerShell.
• True or false? If you delete a user, you can recover the user's permissions
and group memberships by creating a new account with the same name.
• ANSWER:
• False. Accounts have a unique Security Identifier (SID) that Windows uses to track
them. A newly created account would have the same name but a different SID.
• How can you ensure that an administrator-set default password for an

account is not used permanently?
• ANSWER:
• Set the User must change password at next logon option in the user account
properties.
• What is the function of secpol.msc?
• ANSWER:
• It is the image name of the Local Security Policy management console. You can use
this to define system security policies, such as password complexity.
Topic B: Configure Shared Resources
Exam Objectives:
tools.
a client/desktop.
utilities.
Workgroups
Peer-to-peer network: A network with no dedicated server and
each computer acts as both a server and a client.
Workgroup: A small group of computers on a network that share
resources in a peer-to-peer fashion.
Homegroups
Homegroup: Windows networking feature designed to allow Windows
7 and later home networks to share files and printers easily through a
simple password protection mechanism.
Network and Sharing Center (Slide 1 of 2)
Network and Sharing Center (Slide 2 of 2)
Network Share Configuration (Slide 1 of 6)
• Share name and optional comment

• Maximum number of users allowed to connect at any one time
• Permissions
• Full Control
• Change
• Read
• Shared Folders snap-in

• Administrative shares
Network drive: A local share that has been assigned a drive letter.
Offline Files and Sync Center
The net Commands
• net /?
• net use /?
• net use DeviceName \\ComputerName\ShareName
• net use DeviceName /delete
• net use * /delete
• net view
NTFS File and Folder Permissions (Slide 1 of 8)
Folder Allows
Permission
Read View files and subfolders including their attributes, permissions,
and ownership.
Write Create new folders and files, change attributes, view
permissions and ownership.
List View the names of files and subfolders.
Read & Pass-through folders for which no permissions are assigned,
Execute plus read and list permissions.
Modify Includes Read/Execute and Write permissions, as well as the
ability to rename and delete the folder.
Full Control All the above, plus changing permissions, taking ownership, and
deleting subfolders and files. Copyright (c) 2018 CompTIA Properties, LLC. All Rights Reserved. | CompTIA.org 30
File Allows
Permission
Read Read the contents of the file and view attributes, ownership, and
permissions.
Write Overwrite the file and view attributes, ownership, and
permissions.
Read & Read permissions, plus the ability to run applications.
Execute
Modify Includes Read/Execute and Write permissions, as well as the
ability to rename and delete the file.
Full Control All the above, plus changing permissions, taking ownership.
Effective Permissions and Allow Versus Deny

• Permissions usually applied at one of three levels:
• For application folders, the read/execute permission is granted to the appropriate
group.
• For data areas, the modify or read permission is assigned as appropriate.
• To home directories (personal storage areas on a network), full control is assigned to
the relevant user.
• Permission Propagation and Inheritance

• Ownership
Action Effect
Moving files and • Destination folder: Write permission.
folders on the same • Source folder: Modify permission.
NTFS volume • NTFS permissions are retained.
Moving files and • Destination folder: Write permission.
folders to a different • Source folder: Modify permission.
NTFS volume • NTFS permissions are inherited from the destination
folder and the user becomes the Creator/Owner.
Copying files and • Destination folder: Write permission.

folders on the same • Source folder: Read permission.
NTFS volume or • NTFS permissions are inherited from the destination
different NTFS folder and the user becomes the Creator/Owner.
volumes
Combining NTFS and Share Permissions:

• Share permissions only protect resource accessed across the network.
• NTFS permissions protect resource from unauthorized local access.
• FAT disk partitions only protected using share permissions.
• Share permissions are set at the root of the share.
• All files and subdirectories inherit the same permissions.
• NTFS permissions are used in combination with the share permissions to
provide greater flexibility.
• If both share and NTFS permissions are applied to the same resource, the
most restrictive applies.
Activity
Discussing Shared Resource Configuration
Activity 10-2: Discussing Shared Resource Configuration
• You are setting up a Windows 10 workstation as a file server for a small

office. How many computers can connect to the file share at any one
time?
• ANSWER:
• Up to 20 computers.
• What is the significance of a $ symbol at the end of a share name?
• ANSWER:
• The share is hidden from the file browser. It can be accessed by typing a UNC. The
default administrative shares are all configured as hidden.
• What basic NTFS permissions do you need to move a file and to copy a
file?
• ANSWER:
• To move a file, you need Write permissions for the destination folder and Modify
permissions for the source folder; to copy a file, you need Write permissions for the
destination folder and Read permissions to the source folder.
• When you set permissions on a folder, what happens to the files and
subfolders by default?
• ANSWER:
• They inherit the parent folder's permissions.
• If a user obtains Read permissions from a share and Deny Write from
NTFS permissions, can the user view files in the folder over the network?
• ANSWER:
• Yes (but he or she cannot create files).
• A user is assigned Read permissions to a resource via his user account

and Full Control via membership of a group. What effective permission
does the user have for the resource?
• ANSWER:
• Full control—the most effective permissions are applied.
Activity
Configuring Shared Resources
Topic C: Configure Active Directory Accounts and Policies
Exam Objectives:
tools.
• 1002-1.8 Given a scenario, configure Microsoft Windows networking on a
client/desktop.
• 1002-2.2 Explain logical security concepts.
• 1002-2.7 Given a scenario, implement security best practices to secure a
workstation.
Windows Active Directory Domains
Local accounts: An account that is only associated with the

computer on which it was created.
Local Security Accounts database: A local (non-network)
database where local system account information is stored.
Security Accounts Manager (SAM): The Windows local security
account database where local system account information is stored.
Windows Server Domain Controller (DC): Any Windows-based
server that provides domain authentication services (logon services)
is referred to as a domain controller (DC).
Active Directory Components (Slide 1 of 2)
Active Directory Domain Services (AD DS): The database that
contains the users, groups, and computer accounts in a Windows
Server domain.
Active Directory Components (Slide 2 of 2)
Member servers: Any server-based systems that have been
configured into the domain, but do not maintain a copy of the Active
Directory database.
Organizational Units (OUs): In Windows Active Directory, a way of

dividing the domain up into different administrative realms.
Domain Membership
• The computer has a computer account

object.
• Computer users can log on to the
domain with domain user accounts.
• The computer and its users are subject
to centralized settings:
• Domain security
• Configuration
• Policy settings
• Certain domain accounts automatically
become members of local groups on
the computer.
Domain Sign-In
Group Policy Objects (Slide 1 of 2)
GPO: A means of applying security settings (as well as other
administrative settings) across a range of computers and users.
Administrative templates: Group Policy files for registry-based
policy management, which have the .ADM file extension.
Security templates: Settings for services and policy configuration for
a server operating in a particular application role.
RSoP: A Group Policy report showing all of the GPO settings and
how they affect the network.
Group Policy Objects (Slide 2 of 2)
Basic AD Functions (Slide 1 of 2)
Basic AD Functions (Slide 2 of 2)
Logon Scripts
Logon script: A file containing commands that run each time a user
logs on to a computer to set up the user environment.
SSO: Any authentication technology that allows a user to
authenticate once and receive authorizations for multiple services.
• Windows logon scripts

• Linux login scripts
Home Folder
Home folder: A private network storage area located in a shared

network server folder in which users can store personal files.
Folder Redirection
Folder redirection: A Microsoft Windows technology that allows an
administrative user to redirect the path of a local folder (such as the
user's home folder) to a folder on a network share, making the data
available to the user when they log into any computer on the
network where the network share is located.
Roaming profiles: A Microsoft Windows technology that redirects
user profiles to a network share so that the information is available
when the user logs into any computer on the network where the
network share is located.
Offline files: Files (or folders) from a network share that are cached
locally.
Account Locks and Password Resets
Activity
Discussing Active Directory Account and Policy Configuration
Activity 10-4: Discussing Active Directory Account and
Policy Configuration
• What type of computer stores Active Directory account information?
• ANSWER:
• A Windows server running the Domain Controller (DC) role.
• What are the prerequisites for joining a computer to a domain?
• ANSWER:
• The computer must be running a supported edition of Windows (Professional,
Enterprise, or Ultimate). The computer must be joined to the network with an
appropriate IP configuration (typically configured via DHCP) and be able to access the
domain's DNS server(s). An account with domain administrative credentials must be
used to authorize the join operation.
• True or false? If you want the same policy to apply to a number of
computers within a domain, you could add the computers to the same
Organizational Unit (OU) and apply the policy to the OU.
• ANSWER:
• True.
• What is the difference between the gpupdate and gpresult commands?
• ANSWER:
• gpupdate is used to refresh local policy settings with updates or changes from the
policy template. gpresult is used to identify the Resultant Set of Policies (RSoP) for a
given computer and/or user account.
• In Active Directory, what are the options for running a script each time the
user logs on?
• ANSWER:
• You can specify scripts to run for a number of users by using group policy and
attaching the policy to an appropriate container, such as an OU. You can also specify
a script manually for each user account via the account properties.
• How do you unlock an AD user account?
• ANSWER:
• Open Active Directory Users and Computers. and locate the user account. Right-click
the user object and select Properties. Check the Unlock account box. Select OK.
Activity
Configuring Active Directory Accounts and Policies
1. What experiences do you have in working with any of the technologies

discussed in this lesson?
2. Which AD configuration task do you expect to perform most often in your

workplace?
Implementing Client Virtualization
and Cloud Computing
Implementing Client Virtualization and Cloud Computing
• Configure Client-Side Virtualization

• Cloud Computing Concepts
Topic A: Configure Client-Side Virtualization
Exam Objectives:
• 1001-4.2 Given a scenario, set up and configure client-side
virtualization.
Virtualization
Virtualization: Software allowing a host computer to run multiple

guest operating systems known as virtual machines.
• Virtual platform requires:

• Computer(s)
• Hypervisor or Virtual Machine Monitor (VMM)
• Guest operating system or Virtual Machines (VMs)
Hypervisors (Slide 1 of 4)
• Each VM runs in protected space

• View from inside the VM is a CPU and memory
• Hard disk is an image file
• Components such as network adapter are emulated
• Main functions of hypervisors
• Emulation
• Guest OS support
• Assigning resources to each guest OS
• Configuring networking
• Configuring security
Type 2 hypervisor: A host-based hypervisor in which you install the

host operating system first, then install the hypervisor.
• Examples:
• VMware Workstation
• Oracle Virtual Box
• Parallels Workstation
Type 1 hypervisor: A bare metal hypervisor in which you install

directly on the server's hardware.
• Examples:
• VMware ESX Server
• Microsoft Hyper-V
• Citrix XEN Server
• Linux KVM
Processor Support and Resource Requirements (Slide 1
of 2)
• CPU with built-in instruction sets to facilitate virtualization
• Intel: VT-x
• AMD: AMD-v
• SLAT to improve virtual memory performance
• Intel: EPT
• AMD: RVI
• Multiple CPU resources
• SMP
• Multiple physical processors
• Multi-core
• HyperThreading
Processor Support and Resource Requirements (Slide 2
of 2)
• Each guest OS requires memory above that required by the host.
• Each guest OS requires hard disk space for the VM image.
• Most hypervisors allow guest VMs to use host adapters and peripherals.
Virtual Networks (Slide 1 of 3)
• Multiple VMs can communicate with each other using standard networking
protocols.
• Guest OS emulates standard network adapter hardware.
• Can often have multiple adapters.
• Configurable just like a physical adapter.
• Hypervisor implements network connectivity via virtual switches.
• Function like Ethernet switches.
• Implemented in software.
• Connectivity between virtual adapters and virtual switches configured in hypervisor.
• Can configure connectivity

between host physical NIC and
virtual switches.
• Provides a bridge between host
platform and physical network
switches.
• Allows frames to pass between:
• Physical and virtual machines.
• Virtual machines and the host.
Virtual Machines (Slide 1 of 3)
• Client and Server OSs can be virtualized

• Some hypervisors have limited support for certain OSs
• Many purposes for deploying a virtual platform
• Client-side virtualization
• Deployed to desktop-type machines
• Server-side virtualization
Client-side virtualization: Any solution designed to run on

desktops or workstations in which the user interacts with the
virtualization host directly.
• Virtual labs
• Support legacy software applications
• Development environment
• Training
Server-side virtualization: A solution in which one or more virtual

servers are created on a physical server in which each virtual server
acts like it was a separate computer.
Server consolidation: Using virtual servers, make more efficient
use of system resources and hardware since most servers’ capacity
is not fully utilized.
• Better hardware utilization:

• Typical server hardware resource utilization of 10%.
• Implies 8-9 additional server instances could obtain the same performance.
Security Requirements (Slide 1 of 3)
Rogue VM: A virtual machine that has been installed without
authorization.
VM sprawl: The uncontrolled development of more and more virtual
machines.
Guest OS Security
• Each guest OS must be patched and protected against malware.
• Running security software on each guest OS can cause performance issues.
• Rogue VMs and VM sprawl are major security concerns.
• System management software can detect rogue VMs.
• VMs should conform to an application template.
• Rogue developers often install backdoors and logic bombs.
MTBF: The rating on a device or component that predicts the
expected time between failures.
Denial of Service (DoS): A network attack that aims to disrupt a
service, usually by overloading it.
Host Security
• If host is compromised, so are guest Oss.
• Host hardware failures are a single point of failure.
• High resource utilization can decrease MTBF of components.
• DOS attack on host or hypervisor causes more damage than to a single server.
• Most hypervisors support disk snapshots to revert to saved image.
• Snapshots can be misused to perform DoS attacks.
VM escaping: Malware running on a guest OS jumping to another

guest or to the host.
Hypervisor Security
• Hypervisor provides another attack surface
• Few attacks have been detected so far
• Keep hypervisor up-to-date with patches to help prevent VM escapes
Activity
Discussing Client-Side Virtualization
Activity 11-1: Discussing Client-Side Virtualization
Configuration
• What is a Type 2 hypervisor?
• ANSWER:
• Hypervisor software that must be installed to a host OS. A Type 1 (or bare metal)
hypervisor is installed directly on the host PC.
Configuration
• What is a guest OS?
• ANSWER:
• An OS installed on a virtual machine running within the virtual environment.
Configuration
• What system resources are most important on a system designed to host
multiple virtual machines?
• ANSWER:
• The CPU must support virtualization extensions (and ideally be multi-processor or
multicore), and there must be plenty of system memory and disk space.
Configuration
• What might you need to install to a guest OS to make full use of a
hypervisor's features?
• ANSWER:
• The drivers for the emulated hardware (often referred to as an extensions, additions,
or integration components).
Configuration
• True or false? VMs can be networked together by using a virtual switch,
which is implemented in software by the hypervisor.
• ANSWER:
• True.
Configuration
• If users have access to virtualization tools, what network security
controls might be required?
• ANSWER:
• A VM needs to be subject to network access control and authorization, like any
physical computer device. The VMs need to be checked to ensure they are not
running malware, for instance.
Configuration
• If you are using a normal antivirus product to protect a VM from malware,
should you install the A-V product on the host to scan the VM disk image
or on the VM itself?
• ANSWER:
• On the VM. The A-V software will not be able to scan the disk image for malware and
may lock the file and cause performance problems while trying to perform the scan.
Topic B: Cloud Computing Concepts
Exam Objectives:
• 1001-4.1 Compare and contrast cloud computing concepts.
Cloud Computing (Slide 1 of 2)
Cloud: Any sort of IT infrastructure provided to the end user where
the end user is not aware of or responsible for any details of the
procurement, implementation, or management of the infrastructure.
• NIST definition for cloud computing:

Cloud computing is a model for enabling ubiquitous, convenient, on-demand network
access to a shared pool of configurable computing resources (e.g., networks, servers,
storage, applications, and services) that can be rapidly provisioned and released with
minimal management effort or service provider interaction.
(https://nvlpubs.nist.gov/nistpubs/Legacy/SP/nistspecialpublication800-145.pdf, section 2.)
Cloud Computing (Slide 2 of 2)
• On-demand self service

• Broad network access
• Resource pooling
• Rapid elasticity
• Measured service
Benefits of Cloud Computing
Rapid elasticity: The ability to scale cloud computing resources
quickly to meet peak demand and just as quickly remove resources
if they are not currently needed.
Measured service: A provider's ability to control and bill a
customer's use of resources such as CPU, memory, disk, and
network bandwidth through metering.
• Rapid elasticity
• On-demand and pay-per-use
• Measured service
• Resource pooling
• Flexibility
Common Cloud Models
• Public or multi-tenant
• Hosted private
• Private
• Community
• Hybrid
Internal and External Shared Resources
• All networks share pool of resources

• File servers provide disk storage resources to clients
• Shared folders
• Servers use shared disk storage
• SANs
• Mix of virtualization and hybrid cloud solutions
• Allows shared resources to be provisioned using:
• Internally owned assets
• Externally provisioned assets
Cloud Service Options (Slide 1 of 2)
IaaS: A cloud computing service that enables a consumer to

outsource computing equipment purchases and running their own
data center.
SaaS: A cloud computing service that enables a service provider to
make applications available over the Internet.
PaaS: A cloud computing service that enables consumers to rent
fully configured systems that are set up for specific purposes.
Cloud Service Options (Slide 2 of 2)
Virtual Desktops (Slide 1 of 2)
VDI: Using a VM as a means of provisioning corporate desktops.

VDE: The virtual desktop environment or workspace.
• Desktop computers are replaced by low-spec, low-power thin client computers.

• The thin client boots a minimal OS, allowing the user to log on to a VM stored
on the company server infrastructure.
• All application processing and data storage in the VDE or workspace is
performed by the server.
• All data is stored on the server so it is easier to back up, and the desktop VMs
are easier to support and troubleshoot.
Virtual Desktops (Slide 2 of 2)
• VDIs are better locked against unsecure user practices.

• The main disadvantage is that in the event of a failure in the server or network
infrastructure, users have no local processing ability.
• Virtual NIC
Cloud-Based Applications
Application virtualization: Rather than run the whole client desktop as

a virtual platform, the client either accesses a particular application
hosted on a server or streams the application from the server to the
client for local processing.
Virtual application streaming: Just enough of an application is
installed on the end user device for the system to recognize that the
application is available to the user, and when the user accesses the
application, additional portions of the code are downloaded to the
device.
• Off-site email applications
• Cloud file storage
• Virtual application streaming
• Client platforms
Container Virtualization
Container virtualization: Enforces resource separation at the
operating system level with each user having a separate instance to
run in.
Cloud-Based Network Controllers
• When using mix of local and cloud-based resources:

• Can be difficult to see the entire network from a single management and monitoring
interface.
• Cloud-based network controller:
• Allows you to register and monitor all of the organization’s networks.
• Depends on Software Defined Networking (SDN).
• SDN can be used to configure network access devices through software
programs and scripts.
Activity
Discussing Cloud Computing Concepts
Activity 11-2: Discussing Cloud Computing Concepts
• How do the five components of cloud computing defined by the NIST
work together to provide users with cloud computing services?
• ANSWER:
• Resource allocation is provided through rapid elasticity and resource pooling.
Resource allocation is requested through on-demand self-service. Broad network
access makes the resources available to the user. Measured service enables the
provider to meter customer usage and bill the customer accordingly.
• Which type of cloud would your organization be likely to use?
• ANSWER:
• (Answers will vary.) Depending on how much control you need over the storage or
services provided through the cloud, you might select a private cloud solution as the
most secure, and a community cloud solution as the least secure.
• A cloud service should exhibit rapid elasticity, allow users to access
resources on-demand, and pay on a per-use basis. What type of service
should the provider run to enable these features?
• ANSWER:
• A measured service with the resources to cope with changing demands.
• A company has contracted the use of a remote data center to offer
exclusive access to Platform as a Service resources to its internal
business users. How would such a cloud solution be classed?
• ANSWER:
• Offsite hosted private.
• When users connect to the network, they use a basic hardware terminal to
access a desktop hosted on a virtualization server. What type of
infrastructure is being deployed?
• ANSWER:
• Virtual Desktop Infrastructure (VDI).
1. What types of client-side virtualization technologies does your organization

use?
2. What type of cloud computing does your organization use? What other services
might you recommend be implemented?
Security Concepts
Security Concepts
• Logical Security Concepts

• Threats and Vulnerabilities
• Physical Security Measures
Topic A: Logical Security Concepts
Exam Objectives:
• 1002-2.7 Given a scenario, implement security best practices to secure
a workstation.
Security Basics (Slide 1 of 2)
Confidentiality: The fundamental security goal of keeping
information and communications private and protecting them from
unauthorized access.
Integrity: The fundamental security goal of ensuring that electronic
data is not altered or tampered with.
Availability: The fundamental security goal of ensuring that
systems operate continuously and that authorized individuals can
access data that they need.
Hardening: A security technique in which the default configuration
of a system is altered to protect the system against attacks.
Security Basics (Slide 2 of 2)
• CIA triad
• Confidentiality
• Integrity
• Availability
• Security policies
• Harden systems
• Cover all aspects of computer and network technology from procurement to change to
disposal
Security Controls (Slide 1 of 4)
Security controls: A technology or procedure to mitigate

vulnerabilities and risk, and to ensure CIA of information.
Logical security: Controls implemented in software to create an
access control system.
Authentication: A means for a user to prove their identity to a
computer system.
Authorization: In security terms, the process of determining what
rights and privileges a particular entity has.
Accounting: In security terms, the process of tracking and
recording system activities and resource access. Also known as
auditing.
• Physical controls
• Fences
• Doors
• Locks
• Fire extinguishes
• Procedural controls
• Incident response processes
• Management oversight
• Security awareness
• Training
• Logical controls
• User authentication
• Software-based access controls
• Anti-virus software
• Firewalls
• Legal, regulatory, compliance controls
• Privacy laws
• Policies
• Clauses
• Logical security controls

• Overall operation of access control systems
• Implement multiple AAA triad functions for more effective security systems
• Authentication
• Authorization
• Accounting
Implicit Deny and Least Privilege
Implicit deny: Unless something has explicitly been granted access
it should be denied access.
Least privilege: Something should be allocated the minimum
necessary rights, privileges, or information to perform its role.
• Logical security founded on the principle of implicit deny

• Facilities
• Computing hardware
• Software
• Information
• Least privilege is a complementary principle
• User is granted only rights necessary to perform their job
Encryption (Slide 1 of 3)
Encryption: Scrambling the characters used in a message so that
the message can be seen but not understood or modified unless it
can be deciphered.
Symmetric encryption
• Single secret key used to encrypt and decrypt data
• May be two keys, but one is easy to determine for the other
• Need to securely distribute and store the key
• Faster and less intensive than asymmetric encryption
• Use 1024-bit key encryption
• Hardware to break
• Takes more processing to perform encryption and decryption
Key exchange: Two hosts need to know the same symmetric
encryption key without any other host finding out what it is.
RSA cipher: The first successful algorithm to be designed for public
key encryption. It is named for its designers, Rivest, Shamir, and
Adelman.
Asymmetric encryption
• Uses a private key to decrypt data
• Mathematically related public key encrypts data
• Often used for digital certificates, digital signatures, and key exchange
• Most often uses RSA cipher
Cryptographic encryption: A hashed value from which it is
impossible to recover the original data.
Hash: The value that results from hashing encryption as a short
representation of data.
SHA1/2: A cryptographic hashing algorithm created to address
possible weaknesses in MDA.
MD5: The Message Digest Algorithm.
Cryptographic encryption
• Provides integrity function in most systems
• Not technically encryption as it is a one-way cryptographic process
• Often uses
• SHA-1
• SHA-2
• MD5
PKI and Certificates
PKI: Asymmetric encryption for secure key distribution for
symmetric encryption.
CA: A server that can issue digital certificates and the associated
public/private key pairs.
Digital certificate: X.509 certificate issued by a CA as guarantee
that the key belongs to the organization.
• Asymmetric encryption is important part of PKI.
• PKI authenticates subjects on public networks.
• Users and servers are validated by a CA.
• Digital certificate contains public key associated with the subject.
• Certificate signed by the CA to guarantee validity.
• Client can send data to the server using the public key knowing only the server
can decrypt the data.
• Digital certificates also used to secure authentication to networks.
Execution Control (Slide 1 of 5)
Execution control: Logical security technologies designed to
prevent malicious software from running on a host and establish a
security system that does not entirely depend on the good behavior
of individual users.
• Helps prevent malicious software from running on a host.

• Helps establish security system not entirely dependent on good behavior of
individual users.
Trusted and Untrusted Software Sources

• Restrict the ability of users to run unapproved program code
• Administrator and User accounts
• User Account Control
• System policies
• App developers should use digital certificates for code signing
• Proves authenticity and integrity of installer package
• Third-party network management suites enforce application control
• Blacklist and whitelist software
• Disable AutoRun
Heuristic: Monitoring technique that allows dynamic pattern matching
based on past experience rather than relying on pre-loaded
signatures.
Anti-malware: Software that scans devices for malicious software.
• Anti-virus:
• Detects malware and prevents it from executing
• Uses database of known patterns
• Definitions
• Signatures
• Uses heuristic identification
• Anti-malware detects threats that are not virus-like:
• Spyware
• Trojans
• Rootkits
• Ransomware Copyright (c) 2018 CompTIA Properties, LLC. All Rights Reserved. | CompTIA.org 19
Patch Management:
• Apply all the latest patches to ensure the system is as secure as possible
against attacks against flaws in the software.
• Only apply a patch if it solves a particular problem being experienced.
• Requires more work
• Need to keep abreast of security bulletins
• Updates can cause problems with application compatibility
• Test updates on non-production system before rolling out.
NAC (Slide 1 of 3)
Firewalls: Hardware or software that filters traffic passing into or out
of a network.
Defense in depth: Configuring security controls on hosts as well as
providing network security, physical security, and administrative
controls.
NAC: A means of ensuring endpoint security.
Health policy: Policies or profiles describing a minimum security
configuration that devices must meet to be granted network access.
MAC filtering: Applying an access control list to a switch or access
point so that only clients with approved MAC addresses can connect
to it.
NAC (Slide 2 of 3)
Port-based NAC: An IEEE 802.1X standard in which the switch (or
router) performs some sort of authentication of the attached device
before activating the port.
Supplicant: Under 802.1X, the device requesting access.
EAPoL: Framework for negotiating authentication methods,
supporting a range of authentication devices.
NAC (Slide 3 of 3)
• Firewalls manage access between networks

• Defense in depth monitors security behind the perimeter firewall
• Health policy checks for:
• Malware
• Patch levels
• Personal firewall status
• Virus definitions
• Physical port security
• Mac address filtering
• Port Security and IEEE 802.1X
MDM
MDM: Software suites designed to manage use of smartphones and
tablets within an enterprise.
BYOD: Security framework and tools to facilitate use of personally
owned devices to access corporate networks and data.
VPN
VPN: A secure tunnel created between two endpoints connected via
an unsecure network.
IPSec: Layer 3 protocol suite providing security for TCP/IP.
• Connects components and resources of two private networks over a public

network.
• Tunnels through the public network
• Uses IPSec and encryption
• Communications are encrypted and packaged within another TCP/IP packet stream
• Remote access request granted upon successful user authentication and if the
account has been given remote permission.
• Client may be subject to NAC policy checks.
Activity
Discussing Logical Security Concepts
Activity 12-1: Discussing Logical Security Concepts
• Confidentiality and integrity are two important properties of information

stored in a secure retrieval system. What is the third property?
• ANSWER:
• Availability—information that is inaccessible is not of much use to authorized users.
For example, a secure system must protect against Denial of Service (DoS) attacks.
• While you are assigning privileges to the accounting department in your

organization, Cindy, a human resource administrative assistant, insists
that she needs access to the employee records database so that she can
fulfill change of address requests from employees. After checking with
her manager and referring to the organization's access control security
policy, Cindy's job role does not fall into the authorized category for
access to that database. What security concept is being practiced in this
scenario?
• ANSWER:
• The principle of least privilege.
• What distinguishes a cryptographic hash from the output of an encryption

algorithm?
• ANSWER:
• An encrypted ciphertext can be decrypted by using the correct key; a cryptographic
hash is irreversibly scrambled.
• What type of cryptographic algorithm is AES?
• ANSWER:
• The Advanced Encryption Standard (AES) is a symmetric encryption cipher. This
means that the same key can be used to perform both encryption and decryption
operations on a message.
• What type of cryptographic key is delivered in a digital certificate?
• ANSWER:
• A digital certificate is a wrapper for a subject's public key. The public and private keys
in an asymmetric cipher are paired. If one key is used to encrypt a message, only the
other key can then decrypt it.
• John brought in the new tablet he just purchased and tried to connect to the
corporate network. He knows the SSID of the wireless network and the password
used to access the wireless network. He was denied access, and a warning
message was displayed that he must contact the IT Department immediately. What
happened and why did he receive the message?
• ANSWER:
• John's new tablet probably does not meet the compliance requirements for network access. Being
a new device, it might not have had updates and patches applied, it might not have appropriate
virus protection installed, or it does not meet some other compliance requirement. This caused the
system to appear as a non-compliant system to the network, and network access was denied.
• What type of network access is facilitated by VPN?
• ANSWER:
• A Virtual Private Network (VPN) is often deployed to provide remote access to users
who cannot otherwise make a physical connection an office network. A remote access
VPN means that the user can connect to a private network using a public network for
transport. Encryption and authentication are used to make sure the connection is
private and only available to authorized users. You might also mention that VPNs can
be used to other types of access (such as connecting one network site to another).
Topic B: Threats and Vulnerabilities
Exam Objectives:
• 1002-2.5 Compare and contrast social engineering, threats, and
vulnerabilities.
Vulnerabilities, Threats, and Risks
Vulnerability: Any weakness that could be triggered accidentally or

exploited intentionally to cause a security breach.
Threat: Any potential violation of security policies or procedures.
Threat agent: A person or event that triggers a vulnerability
accidentally or exploits it intentionally.
Risk: The likelihood and impact (or consequence) of a threat actor
exercising a vulnerability.
Social Engineering Threats
Social engineering: A hacking technique whereby the hacker gains

useful information about an organization by deceiving its users or by
exploiting their unsecure working practices.
• Attacker gains insider knowledge
• Attacker often carries out multiple small steps to gain access
• Attacks depend on human factors
• Attacks come in a variety of ways:
• In person
• Email
• Phone
• Often targets non-technical users and users who need assistance
Common Social Engineering Exploits
• Impersonation
• Phishing
• Spoofing
• Spear phishing
• Pharming
• Dumpster diving
• Shoulder surfing
• Tailgating
Mitigation of Social Engineering Attacks
• Training
• Only release information using standard procedures
• Identify phishing style attacks
• Not to release work-related information to third-party sites or social networking
• Reporting system for suspected attacks
Network Footprinting Threats (Slide 1 of 2)
Footprinting: An information gathering threat, in which the attacker

attempts to learn about the configuration of the network and security
systems through social engineering attacks or software-based tools.
Network mapping: Tools used to gather information about the way
the network is built and configured and the current status of hosts.
Port scanning: Software that enumerates the status of TCP and
UDP ports on a target system. Port scanning can be blocked by
some firewalls and IDS.
Network Footprinting Threats (Slide 2 of 2)
Eavesdropping Threats
Eavesdropping: Listening in to communications sent over media.
MAC flooding: Overloading the switch’s MAC cache to prevent
genuine devices from connecting.
ARP poisoning: Maps IP addresses to NIC MAC address.
Spoofing and MITM Threats
Spoofing: Attacker disguises their identity.

Replay attack: Attacker intercepts some authentication data and
reuses it to try to re-establish a session.
MITM: Attacker intercepts communications between two hosts.
Mutual authentication: A client authenticates to the server and the
server authenticates to the client.
Password Attacks
Types of Password Attacks
Rainbow tables: Tool for speeding up attacks against Windows

passwords by precomputing possible hashes.
• Dictionary
• Brute force
• Rainbow table
Denial of Service Attacks (Slide 1 of 4)
• DoS attack:
• Causes service to fail or be unavailable to legitimate users
• Overload a service
• Exploit design failures
• Physical DoS attack could be cutting cables
• Can be precursor to DNS spoofing attack
Distributed DoS (DDoS): A DoS attack that uses multiple
compromised computers (a "botnet" of "zombies") to launch the
attack.
Botnet: A network attack that aims to disrupt a service, usually by
overloading it.
Zombie: Unauthorized software that directs the devices to launch a
DDoS attack.
Cyber warfare: The use of IT services and devices to disrupt
national, state, or organization activities, especially when used for
military purposes.
Hacker collectives: A group of hackers, working together, to target
an organization as part of a cyber warfare campaign.
• DDoS attack:
• Attack launched from multiple compromised systems—a botnet
• After bot is installed, attacker has a backdoor to the device.
• Install and trigger zombies to launch attack
• Can be coordinated between multiple attackers
• Cyber warfare:
• Terrorists attack companies or governments
• Hacker collectives might target organizations as part of a campaign
Vulnerabilities and Zero-Day Exploits
Vulnerability: Any weakness that could be triggered accidentally or

exploited intentionally to cause a security breach.
Zero-day exploit: An attack that exploits a vulnerability in software
that is unknown to the software vendor and users.
Legacy: A computer system that is no longer supported by its
vendor and so is no longer provided with security updates and
patches.
Activity
Discussing Threats and Vulnerabilities
Activity 12-2: Discussing Threats and Vulnerabilities
• What do all types of social engineering attack have in common?
• ANSWER:
• Many different of attacks can be classed as a type of social engineering, but they all
exploit some weakness in the way people behave (through manipulation and
deception). These weaknesses might arise from politeness and cultural norms, from
habitual behavior, or from respect for authority and rank.
• An attacker crafts an email addressed to a senior support technician
inviting him to register for free football coaching advice. The website
contains password-stealing malware. What is the name of this type of
attack?
• ANSWER:
• A phishing attack tries to make users authenticate with a fake resource, such as a
website that appears to be a genuine online banking portal. Phishing emails are often
sent in mass as spam. This is a variant of phishing called spear phishing, because it is
specifically targeted at a single person, using personal information known about the
subject (such as his or her hobbies).
• What is the difference between tailgating and shoulder surfing?
• ANSWER:
• Tailgating means following someone else through a door or gateway to enter premises
without authorization. Shoulder surfing means observing someone type a PIN or
password or other confidential data.
• What type of software is typically used to perform eavesdropping on an

Ethernet network?
• ANSWER:
• A packet sniffer or packet capture utility. When combined with software to decode the
frames, these can also be called packet analyzers or network monitors.
• What attack might be launched to eavesdrop on all communications

passing over a local network segment?
• ANSWER:
• Address Resolution Protocol (ARP) poisoning or spoofing. This is a type of Man-in-
the-Middle attack.
• An attacker learns that a system policy causes passwords to be

configured with a random mix of different characters but that are only five
characters in length. What type of password cracking attack would work
best here?
• ANSWER:
• Brute force attacks are effective against short passwords (under seven characters).
Dictionary attacks depend on users choosing ordinary words or phrases in a
password.
• What is the difference between a DoS and a DDoS attack?
• ANSWER:
• Denial of Service (DoS) is any type of attack that halts or disrupts a network
application or resource. A Distributed Denial of Service (DDoS) is a specific class of
DoS attack. It means that the attacker uses multiple hosts to launch the attack. The
distributed hosts are usually PCs and other devices (zombies) compromised by
malware (bots) controlled by the attacker.
• With what type of threat is a "zero day" associated?
• ANSWER:
• A zero day is a type of software exploit. You could also say that it is associated with
hacking and malware threats. The term arises because an attacker has found a
means of exploiting a vulnerability in the software before the software developer has
been able to create a patch or fix for the vulnerability.
Topic C: Physical Security Measures
Exam Objectives:
• 1002-2.1 Summarize the importance of physical security measures.
• 1002-2.9 Given a scenario, implement appropriate data destruction and
disposal methods.
Physical Security Controls
• Who can access:

• Building
• Secure area
• Examples:
• Wall with a door
• Fence with a gate
• Need lock or access system
Lock Types
• Conventional
• Deadbolt
• Electronic
• Token-based
• Biometric
• Multifactor
Turnstiles and Mantraps
Tailgating: Social engineering technique to gain access to a

building by following someone else (or persuading them to "hold
the door").
Mantrap: A secure entry system with two gateways, only one of
which is open at any one time.
Security Guards
• Humans:
• Armed
• Unarmed
• At critical checkpoints
• Verify authentication:
• Allow or deny access
• Log physical entry
• Visual deterrent
• Apply knowledge and intuition to potential security breaches
ID Badges and Smart Cards
RFID badge: An ID badge containing a chip allowing data to be
read wirelessly.
Common Access Card: An identity and authentication smart card
produced for Department of Defense employees and contractors in
response to a Homeland Security Directive.
Personal Identification Verification Card: Smart card standard for
access control to US Federal government premises and computer
networks.
Entry Control Rosters
Entry control roster: Sign-in sheet for managing access to

premises.
• Logging requirements should include:

• Name and company
• Date, time of entry, time of departure
• Reason for visiting
• Contact within the organization
• When possible, have a single entry point for visitors
• Decreases risk of unauthorized entry through tailgating
Physical Security Controls for Devices
Privacy screen: A filter to fit over a display screen so that it can
only be viewed straight-on.
• Cable locks
• Locking cabinets
• Privacy screens
Data Disposal Methods (Slide 1 of 3)
Remnant removal: Data that has nominally been deleted from a
disk by the user can often be recovered using special tools. The
best way to shred data without physically destroying a disk is to
ensure that each writable location has been overwritten in a random
pattern.
• Physical security measures for media where data is stored

• Remnant removal critical because:
• Organization’s confidential data could be compromised
• Third-party data the organization possesses could be compromised
• Software licensing could be compromised
Shredding: Grinding a disk into little pieces.
Incineration: Exposing the disk to high heat to melt its components.
Degaussing: Exposing the disk to a powerful electromagnet to
disrupt the magnetic pattern that stores data on the disk surface.
• Physical destruction prevents the media from being recycled or repurposed.
Disk wiping: Overwriting each disk location using zeroes or in a
random pattern, leaving the disk in a clean state for reuse.
Low level format: Creates cylinders and sectors on the disk.
• Overwrite data
• Wipe disk
• Low level formatting
• Wipes software
Activity
Discussing Physical Security Measures
Activity 12-3: Discussing Physical Security Measures
• Katie works in a high-security government facility. When she comes to

work in the morning, she places her hand on a scanning device in her
building's lobby, which reads her hand print and compares it to a master
record of her hand print in a database to verify her identity. What type of
security control is this?
• ANSWER:
• Biometric authentication deployed as part of a building's entry control system.
• Why might an ID badge not be restricted to use at doors and gateways?
• ANSWER:
• A visible ID badge shows that someone is authorized to move around a particular
zone. This means that even if they are able to slip through a door using tailgating or
some other method, they can be identified and challenged for not wearing visible ID.
• What sort of information should be recorded on an entry control roster?
• ANSWER:
• Name and company being represented, date, time of entry, and time of departure,
reason for visiting, and contact within the organization.
• What is a server lock?
• ANSWER:
• A computer in which the chassis can be locked shut, preventing access to physical
components.
• What type of device would a privacy screen be used to protect?
• ANSWER:
• A display device such as a monitor. A privacy screen prevents the display from being
observed at any angle other than directly in front of the screen.
• What three methods of mechanically destroying a hard disk are most

effective?
• ANSWER:
• Incineration, degaussing, and shredding. Making the disk unusable by damaging it
with a drill or hammer is likely to leave remnants that could in theory be analyzed.
Note that degaussing is not effective against SSDs.
1. What physical security controls have been employed at organizations where

you have worked?
2. What steps has your organization taken to ensure the security of mobile
devices? Have you planned ahead in case the devices are lost or stolen? If so,
how?
Securing Workstations and Data
Securing Workstations and Data
• Implement Security Best Practices

• Implement Data Protection Policies
• Protect Data During Incident Response
Topic A: Implement Security Best Practices
Exam Objectives:
• 1002-2.3 Compare and contrast wireless security protocols and
authentication methods.
• 1002-2.7 Given a scenario, implement security best practices to secure
a workstation.
Authentication
Authentication factor: Information used to identify a user.
• Access control depends on credentials being known only to the account holder.
• Use various authentication factors:
• Something you know
• Something you have
• Something you are
Something You Know: Strong Passwords
• Strong passwords
• 8 – 14 characters for regular user accounts, longer for administrative accounts
• No single words
• No obvious phrases
• Mixed case
• Use easily memorized phrase
• Don’t write down passwords or share passwords
• Change the password periodically
• Password management
• Single sign on
• Avoid using work passwords for personal accounts
• Implement BIOS/UEFI passwords
Something You Have: Smart Cards and Tokens
RFID: A chip allowing data to be read wirelessly.

Key fob: A chip implanted in a plastic fob.
• Smart card is “something you have”

• Chip contains authentication data
• Card reader reads the data to authenticate the user
• Can be a contactless card using RFID
• Token-based technology
• SecurID token from RSA
• Contained in a key fob
• Generates random number code
• Synchronized to code on the server
• One-time password
Something You Are: Biometrics
• Something you “are”

• Fingerprint
• Signature
• Iris or retina
• Facial recognition
• Biometric data is scanned and recorded in a database.
• User is rescanned to access resources and compared to database record.
• False negatives and false positives can occur.
Multifactor Authentication
Two-factor authentication: An authentication scheme that

requires validation of two authentication factors.
Three-factor authentication: An authentication scheme that
requires validation of three authentication factors.
• Single factor can be easily compromised

• Two-factor and three-factor authentication is much stronger
• Must use different authentication factor types
Software Tokens
Replay attack: Where the attacker intercepts some authentication
data and reuses it to try to re-establish a session.
• System grants token to remember the user’s authentication

• If not securely designed, token can be captured by a third party
• Token based authorization:
• Used in SSO
• Domain logins use Kerberos
• Implemented as cookies on the web
• Software tokens can use digital signing
• Should be designed to prevent replay
Remote Authentication
Remote Authentication Dial-in User Service: (RADIUS) Used to

manage remote and wireless authentication infrastructure.
Terminal Access Controller Access Control System:
(TACACS+) An alternative to RADIUS.
Password and Account Policies
Access Control List: (ACL) The permissions attached to or

configured on a network resource
• Many authentication systems still password based

• Use policies to enforce ACLs:
• Require passwords
• Change default admin user name
• Change default user passwords
• Disable guest account
• Restrict user permissions (least privilege)
• Use Local Security Policies
• Use Group Policy Objects in domains
Password Protection Policies
• Minimum password length

• Complexity requirements
• Maximum password age
• Password history
• Minimum password age
• User cannot change password
• Password never expires
Account Restrictions
• Logon Time Restriction

• Station Restriction
• Concurrent Logons
• Account Expiration Date
• Disable Account
• Failed Attempts Lockout
Desktop Lock and Timeout
• After logon, system trusts workstation implicitly

• Someone else could use the system if left unlocked
• Lunchtime attack
• Lock workstations whenever unattended
• Windows key + L
• Set screensaver to require password on resume
• System displays the screensaver after set inactivity time
• Locks the desktop after inactivity time
Guidelines for Implementing Security Best Practices
• Consider using multifactor authentication.
• Create secure passwords.
• Consider password protecting BIOS/UEFI.
• Take measures to prevent software tokens from being used in replay attacks.
• Consider using RADIUS in VPN implementations and TACACS+ for
authenticating administrative access to routers and switches.
• Enforce use of ACLs through Local Security Policy or Group Policy Objects.
• Enforce the use of strong passwords through GPOs.
• Implement account restrictions.
• Require users to lock unattended systems.
• Implement timeouts for unattended systems.
Activity
Discussing Security Best Practices Implementation
Activity 13-1: Discussing Security Best Practices
Implementation
• What constitutes a strong password?
• ANSWER:
• Something easy to remember but difficult to guess. A password should be sufficiently
long and mix alphanumeric and punctuation characters and case.
Implementation
• How does a smart card provide authentication?
• ANSWER:
• It contains a chip that can store the user's account and credentials securely in a digital
certificate that the logon provider trusts. Therefore, possession of the device is
confirmation of identity.
Implementation
• Why should use of a smart card be protected by a PIN?
• ANSWER:
• To prevent misuse of the card if it is lost or stolen.
Implementation
• What are the drawbacks of biometric authentication technologies?
• ANSWER:
• Users find it intrusive, it is relatively expensive (compared to password-based
authentication), and there are risks from false positives and false negatives. Some
implementations of biometric methods can be vulnerable to spoofing, such as using a
photograph to pass through a facial recognition system.
Implementation
• What type of biometric recognition is most suitable for integrating with a
laptop computer?
• ANSWER:
• Finger or thumbprint readers are generally the simplest type of device. Facial
recognition using a built-in camera is also becoming popular.
Implementation
• What general methods can be used to prevent a replay attack against a
software token?
• ANSWER:
• Using coding techniques to accept a token only once or restrict the timeframe in which
a token can be used.
Implementation
• In AAA architecture, what type of device might a RADIUS client be?
• ANSWER:
• AAA refers to Authentication, Authorization, and Accounting. When the role is played
by a Remote Access Dial-in User Service (RADIUS) server, the server processes
authentication and authorization requests. The clients submitting the requests to the
server are network access devices, such as routers, switches, wireless access points
and VPN servers. The end user devices connecting to them are referred to as
supplicants.
Implementation
• What type of account policy can protect against password-guessing
attacks?
• ANSWER:
• A lockout policy (disables the account after a number of incorrect logon attempts).
Topic B: Implement Data Protection Policies
Exam Objectives:
utilities.
• 1002-2.7 Given a scenario, implement security best practices to secure a
workstation.
• 1002-4.6 Explain the processes for addressing prohibited content/activity,
and privacy, licensing, and policy concepts.
Data Policies
Information Content Management: (ICM) The process of

managing information over its lifecycle, from creation to
destruction.
• Documents are subject to workflows.
• Documents are classified based on sensitivity levels:
• Unclassified
• Classified
• Confidential
• Secret
• Top Secret
• Also need to manage PII, software licenses, and
DRM content.
PII (Slide 1 of 2)
Personally Identifiable Information: (PII) Data that can be used

to identify or contact an individual.
• Some information becomes PII based on how it is used, including:

• Social security number
• Date of birth
• Email address
• Phone number
• Address
• Biometric data
PII (Slide 2 of 2)
Protected Health Information: (PHI) Information that identifies
someone as the subject of medical and insurance records, plus
associated hospital and laboratory test results.
Payment Card Industry Data Security Standard: (PCI DSS) A
standard for organizations that process credit or bank card
payments.
• PHI:
• Anonymizes data
• Highly sensitive and unrecoverable; cannot be changed
• PCI DSS:
• Identifies steps to take if cardholder data is stored
• Specific cyber-security controls
ACLs and Directory Permissions
Permissions: Rights granted to access files and folders.
Access Control List: (ACL) The permissions attached to or
configured on a network resource.
Access Control Entries: (ACE) Within an ACL, the records of
subjects and the permissions they hold on the resource.
• Permissions are usually implemented as ACL attached to a resource.

• Windows has two permission types:
• File system permissions enforced by NTFS
• Share-level permissions
• Linux uses the same set of permissions at the local level and over the network.
Data Encryption
Encrypting File System: (EFS) Under NTFS, files and folders can
be encrypted to ensure privacy of the data.
Full Disk Encryption
Full Disk Encryption: (FDE) Encryption of all data on a disk.
Data Loss Prevention (DLP)
Data Loss Prevention: (DLP) Software that can identify data that
has been classified and apply fine-grained user privileges to it.
• Policy server
• Endpoint agents
• Network agents
Software Licensing and DRM (Slide 1 of 2)
End User License Agreement: (EULA) The agreement governing the
installation and use of proprietary software.
• Most AUPs prohibit abuse of Internet services to download games or obscene

content
• Must accept the EULA when installing software
• Software often activated using a product key
• Each computer requires licensed software in most cases
• Types of licenses include:
• OEM
• Retail
• Volume
• Server
Software Licensing and DRM (Slide 2 of 2)
Shareware: Software you can install free of charge for a limited

time or with limited functionality.
Freeware: Software that is available for download and use free of
charge.
Open source: Programming code used to design the software is
freely available.
Digital Rights Management: (DRM) Copyright protection
technologies for digital media.
Guidelines for Implementing Data Protection Policies
• Classify documents based on how sensitive they are.

• Protect PII, PHI, and PCI data.
• Implement permissions as ACLs attached to resources.
• Use full disk, folder, and file encryption.
• Implement a data loss prevention policy.
• Follow all software licensing agreements and DRM.
Activity
Discussing Data Protection Policies
Activity 13-2: Discussing Data Protection Policies
• Why should PII be classed as sensitive or confidential?
• ANSWER:
• Disclosing Personally Identifiable Information (PII) may lead to loss of privacy or
identity theft. There may be legal or regulatory penalties for mishandling PII.
• What is PHI?
• ANSWER:
• Protected Health Information (PHI) is data such as medical records, insurance forms,
hospital/laboratory test results, and so on.
• True or false? The encryption applied by EFS can be overridden by the

local administrator account.
• ANSWER:
• False—only the user can decrypt files, via their account password or a backup key. In
a Windows domain, administrators can be configured key recovery agents but the
local administrator does not have this right automatically. This means that the disk
cannot be connected to a different computer to circumvent the protection afforded by
encryption.
• What is the function of a TPM in relation to Windows' BitLocker feature?
• ANSWER:
• A Trusted Platform Module can store the disk encryption key to tie use of the disk to a
particular computer.
• You are advising a customer on purchasing security controls. What class

of security technology prevents users from sending unauthorized files as
email attachments?
• ANSWER:
• Data Loss Prevention (DLP).
• What type of software license is locked to a single hardware device?
• ANSWER:
• Original Equipment Manufacturer (OEM).
Activity
Configuring Data Protection
Topic C: Protect Data During Incident Response
Exam Objectives:
• 1002-4.6 Explain the processes for addressing prohibited content/activity,
and privacy, licensing, and policy concepts.
Incident Response Policies
• Security incidents might include:

• Computer or network infected with virus, worms, Trojans
• Evil twin Wi-Fi access point
• DoS attack
• Unlicensed software
• Finding prohibited material on a PC
• Security incident handling lifecycle:
• Preparation
• Detection and analysis
• Containment, eradication, and recovery
• Post-incident activity
Incident Response Documentation
• Preparation is key to effective response.

• Documented policies and procedures for dealing with security breaches.
• Personnel and resources to implement the policies.
• Clear lines of communication.
• Reporting incidents.
• Notifying affected parties as part of incident management.
• Contact information and alternative communication channels.
• Review and update periodically or after a trigger event.
• Staff changes.
• Deployment of new network or security systems.
• Changes in legal or regulatory requirements.
First Responders
Incident: Something that is not normal and disrupts regular
operations in the computing environment.
Computer Security Incident Response Team: (CSIRT) Team with
responsibility for incident response.
• Categorize and prioritize incident types.
• CSIRT team members:
• Provide the range of decision making and technical skills needed to respond to
incidents.
• Mix of senior decision makers, managers, and technicians.
• Employees at all levels must be trained to recognize and respond to actual or
suspected security incidents.
• Offer confidential reporting.
• Consider using out-of-band communications so intruder is not alerted to being
detected.
Data and Device Preservation (Slide 1 of 2)
Forensics: The process of gathering and submitting computer

evidence to trial.
Latent: Evidence that cannot be seen with the naked eye and
instead must be interpreted using a machine or process.
• Collection of evidence:
• What evidence must be collected?
• How should evidence be collected?
Data and Device Preservation (Slide 2 of 2)
• General procedure:
• Document crime scene
• Interview witnesses
• Gather evidence from the live system
• Use forensic tools
• Make cryptographic hash of collected data
• Shut down or power off system
• Place evidence in tamper-proof bags
Chain of Custody
Chain of custody: Documentation attached to evidence from a
crime scene detailing when, where, and how it was collected, where
it has been stored, and who has handled it subsequently to
collection.
• Evidence must conform to valid timeline.
• Digital information must be tightly controlled against tampering.
• Each step should be documented and recorded.
• After evidence is bagged, must not be handled or inspected except in controlled
circumstances.
• Use Chain of Custody form to record:
• When, where, who collected evidence.
• Who handled it subsequently.
• Where it is stored.
Activity
Discussing Data Protection During Incident Response
Activity 13-4: Discussing Data Protection During Incident
Response
• What is incident reporting?
• ANSWER:
• The process of identifying security breaches (or attempted breaches and suspicious
activity) to security management personnel.
Response
• Why are the actions of a first responder critical in the context of a
forensic investigation?
• ANSWER:
• Digital evidence is difficult to capture in a form that demonstrates that it has not been
tampered with. Documentation of the scene and proper procedures are crucial.
Response
• What does Chain of Custody documentation prove?
• ANSWER:
• Who has had access to evidence collected from a crime scene and where and how it
has been stored.
Response
• The contract ended recently for several workers who were hired for a specific project.
The IT department has not yet removed all of those employees' login accounts. It
appears that one of the accounts has been used to access the network, and a rootkit was
installed on a server. You immediately contact the agency the employee was hired
through and learn that the employee is out of the country, so it is unlikely that this
person caused the problem. What actions do you need to take?
• ANSWER:
• You need to create an incident report, remove or disable the login accounts, isolate the infected
server and possibly any user computers that communicate with the server, and remove the rootkit
from the server. In terms of wider security policies, investigate why the temporary accounts were
not disabled on completion of the project.
1. Which security best practices do you feel are the most important? Which are
the minimum measures that should be taken? Does your organization
implement good security practices?
2. Have you had experience with security incidents such as data breaches? What
might have been done differently to further protect the data that was put at risk?
Troubleshooting Workstation
Security Issues
Troubleshooting Workstation Security Issues
• Detect, Remove, and Prevent Malware

• Troubleshoot Common Workstation Security Issues
Topic A: Detect, Remove, and Prevent Malware
Exam Objectives:
• 1002-2.4 Given a scenario, detect, remove, and prevent malware using
appropriate tools and methods.
• 1002-3.3 Given a scenario, use best practice procedures for malware
removal.
Computer Viruses and Worms
Virus: Code designed to infect computer files (or disks) when it is
activated.
Worm: A type of virus that spreads through memory and network
connections rather than infecting files.
• Virus types:
• Boot sector
• Firmware
• Program
• Script
• Macro
• Worms:
• Self-contained
• Typically target a network application vulnerability
• Rapidly consume network bandwidth
Trojan Horses and Spyware (Slide 1 of 5)
Trojan Horse: A malicious software program hidden within an
innocuous-seeming piece of software.
Spyware: Software that records information about a PC and its
user.
Rootkit: A class of malware that modifies system files, often at the
kernel level, to conceal its presence.
Ransomware: A type of malware that tries to extort money from
the victim by appearing to lock their computer
or by encrypting their files, for instance.
• Trojans:
• Often function as a back door to applications
• Backdoor allows attacker access to the computer
• Upload files
• Install software
• Turn the system into a botnet
• Launch DoS attacks
• Send mass-mail spam
• Used to conceal the attacker’s actions
• Spyware:
• Often installed without user’s
knowledge
• Keyloggers attempt to steal information
by recording keystrokes
Trojans and Spyware (Slide 4 of 5)
• Rootkits:
• Masquerade as a dll
• Doesn’t reveal its presence
• General function:
• Replace key system files and utilities
• Provide backdoor for rootkit handler
• Evade anti-virus software
• May be deployed as part of DRM
Trojans and Spyware (Slide 5 of 5)
• Ransomware:
• Attempt to extort money from the
victim
• May block access to the PC or
encrypt files
Sources of Malware Infection
• Unsavory websites
• Unpatched browser
• Low security settings
• No anti-virus software
• Links in unsolicited email
• Compromised PC on the same network
• Executing file of unknown origin
• Zero-day exploit
Antivirus Software
Antivirus software: Software capable of detecting and removing
virus infections and (in most cases) other types of malware.
Heuristic: Monitoring technique that allows dynamic pattern
matching based on past experience rather than relying on pre-
loaded signatures.
• Can run:
• When a file is accessed
• At boot time
• User can:
• Disinfect file
• Quarantine file
• Delete file
• Updates must be installed
Best Practices for Malware Removal
1. Identify and research malware symptoms.

2. Quarantine infected systems.
3. Disable System Restore (in Windows).
4. Remediate infected systems:
• Update anti-malware software.
• Scan and use removal techniques (Safe Mode, Pre-installation environment).
5. Schedule scans and run updates.
6. Enable System Restore and create restore point (in Windows).
7. Educate end user.
Malware Research
Quarantine and Remediation of Infected Systems (Slide 1
of 2)
• Disconnect network link
• Move infected system to secure work area
• Disable System Restore and automated backup systems
• Scan any removal media that was attached
• Use antivirus software on the infected system
Quarantine and Remediation of Infected Systems (Slide 2
of 2)
Malware Infection Prevention (Slide 1 of 2)
Malware Infection Prevention (Slide 2 of 2)
• Inspect and re-secure DNS configuration:

• Flush local DNS
• Check HOSTS file for spoofed entries
• Check priority order for name resolution
• Validate DNS resolvers
• Check where forwarding queries are sent
• Check software firewalls
• Enable System Restore:
• If disabled, re-enable
• Create fresh restore point
• Create clean backup
• Rescan system
Guidelines for Reducing Malware Effects
• Perform regular backups.

• Apply OS and app security patches.
• Only allow installation of approved software.
• Install and use antivirus software.
• Run on access.
• Configure message server filtering.
• Use administrative privileges only when necessary.
• Train users about attachments.
• Audit system events.
• Create procedures for recovery from infection.
Activity
Discussing Detecting, Removing, and Preventing Malware Infections
Activity 14-1: Discussing Detecting, Removing, and
Preventing Malware Infections
• What are the principal characteristics of Trojan malware?
• ANSWER:
• Trojan malware is named after the Trojan Horse. This myth involved Greek warriors
hidden in a wooden horse presented as a gift to the city of Troy. The Trojans wheeled
the horse into the city and left it unguarded. At night, the Greek warriors slipped out,
opened the gates, and let the Greek army in to ravage the city. A Trojan is malware
disguised as legitimate software. Most Trojans establish a backdoor so that use of the
computer can be subverted by a remote handler.
• What general class of malware is crypto-malware an example of?
• ANSWER:
• Crypto-malware is a type of ransomware. The malware encrypts files on the target and
then demands a ransom be paid to release the key that can decrypt them again.
• Why might you need to use a virus encyclopedia?
• ANSWER:
• Typically, if a virus cannot be removed automatically, you might want to find a manual
removal method. You might also want to identify the consequences of infection—
whether the virus might have stolen passwords, and so on.
• Why must antivirus software be kept up-to-date regularly?
• ANSWER:
• While there are certain heuristic techniques, a scanner is most effective when it can
detect viruses that it recognizes. The virus update contains details about new or
changed virus threats. If the update is not made, it is quite unlikely that these viruses
will be detected if they infect your system.
• What type of file scan offers best protection for ordinary users?
• ANSWER:
• On-access scans. These might reduce performance somewhat but very few users
would remember to scan each file they use manually before opening.
• What would be the purpose of quarantining an infected file, rather than
deleting it?
• ANSWER:
• If antivirus software cannot clean a file, you may still want to investigate alternative
methods of recovering data from the file. Quarantine means the antivirus software
blocks access without actually removing the file from the file system.
• Why is DNS configuration a step in the malware remediation process?
• ANSWER:
• Compromising domain name resolution is a very effective means of redirecting users
to malicious websites. Following malware infection, it is important to ensure that DNS
is being performed by valid servers.
• What sort of training should you give to end users to reduce the risk of
infections?
• ANSWER:
• Not to disable security applications and to be wary of emailed links, file attachments,
removable media, and websites from unproven sources.
Activity
Using Anti-Virus Software
Topic B: Troubleshoot Common Workstation Security
Issues
Exam Objectives:
• 1002-3.2 Given a scenario, troubleshoot and resolve PC security issues.
Common Symptoms of Malware Infection
• Performance symptoms:
• Fails to boot or locks up
• Strange messages or graphics on screen
• System or network performance is very slow
• Application crashes and service problems:
• Security-related applications stop working
• Applications and plug-ins stop working or crash frequently
• File system errors and anomalies:
• File system or individual files are corrupted or deleted
• Date stamps and file sizes change
• Permissions change
• New executables appear in system folders
• Examine event logs for audit failures and crash events
Web Browser Security Issues (Slide 1 of 2)
Redirection: When the user tries to open a web page but is sent to
another page (which may or may not look like the page the user was
attempting to access).
• Browsers are often targeted with adware and spyware:
• Pop-ups
• Additional toolbars
• Home page changes suddenly
• Search provider changes suddenly
• Slow performance
• Excessive crashes
• Trojans, rootkits, and botnets
• Firewall shows unfamiliar processes or ports trying to connect to the Internet
• Scan of other hosts for weaknesses
• Attempts to launch DoS attacks
Web Browser Security Issues (Slide 2 of 2)
• Virus alert hoaxes and rogue antivirus:

• Hoax virus alerts sent as pranks
• Asks user to forward message to everyone
• Contains steps to “remove” the virus
• Actually causes damage instead
• Rogue antivirus used to disguise trojans
• Fake security alerts
• Cold calling users and claiming to represent Microsoft support
Digital Certificate Issues (Slide 1 of 4)
Digital certificate: An X.509 digital certificate is issued by a CA as
a guarantee that a public key it has issued to an organization to
encrypt messages sent to it genuinely belongs to that organization.
Certificate Authority (CA): A server that can issue digital
certificates and the associated public/private key pairs.
• Digital certificate:
• Wrapper for public/private key pair
• Vouched for by a CA
• When compromised, a CA installs its own root certificate on the computer:
• Validates the CA signature on messages
• Stolen certificates exploited due to weaknesses in the key used in the certificate
• Browser displays certificate information in the address bar:

• Valid, trusted certificates show a padlock icon
• Highly trusted certificates show a green address bar
• Untrusted, invalid certificates show a maroon address bar
1. Check the domain in the address bar.

2. Only enter information using a trusted certificate.
3. Select the padlock to view certificate holder and information about the
CA that issued the certificate and view the certificate itself.
Email Issues
Spam: Junk messages sent over email.
Zombie PC: A PC infected with unauthorized software that directs
the PC to launch a DDoS attack.
• Keep spam filters up-to-date to protect against latest spam techniques.

• Messages filtered as spam posted to Junk email folder.
• Check to see if any legitimate messages were sent to Junk.
• Users can blacklist spammers and whitelist safe senders.
• Email frequently used vector for malware.
• Spam may be symptom of malware infection.
• Zombie PC.
• User receives bounces, non-deliverable messages, automated replies from unknown
recipients regarding spam that was sent.
Guidelines for Troubleshooting Common Workstation
Security Issues (Slide 1 of 3)
• Symptoms of malware infection might include:

• Performance issues such as failure to boot, lock ups, slow performance, or strange
messages or images on screen.
• Frequent application crashes and service problems.
• Changes to system files or changes to file permissions.
• Event log entries showing a high number of audit failures or application and service
crash events.
• Web browsers are frequent targets for malware delivery.

• May be adware or spyware.
• Might redirect users to a site that imitates the site the user attempted to access.
• As compromised PC attempts to communicate with handler, unfamiliar processes or
ports show up in firewall log files.
• Hoax virus alerts requesting users to forward the message, or messages including
steps to remove the virus with the steps doing the actual damage.
• Rogue antivirus disguises Trojans.
• Check for compromised CAs.

• Verify the padlock icon is shown in browsers for secure sites and that the address bar
is not maroon, which would indicate an untrusted, insecure site.
• Email issues include:
• Check the Junk email folder to ensure legitimate emails are not improperly flagged.
• Make sure users understand the potential issues in running email file attachments.
Activity
Discussing Troubleshooting Common Workstation Security Issues
Activity 14-3: Discussing Troubleshooting Common
Workstation Security Issues
• Early in the day, a user called the help desk saying that his computer is running slowly
and freezing up. Shortly after this user called, other help desk technicians who
overheard your call also received calls from users who report similar symptoms. Is this
likely to be a malware infection? If so, what type of malware would you suspect?
• ANSWER:
• It is certainly possible. Software updates are often applied when a computer is started in the morning so that is
another potential cause but you should investigate and log a warning so that all support staff are alerted. It is very
difficult to categorize malware when the only symptom is performance issues. You might say a virus or worm as the
malware is non-stealthy. However, it is equally possible that performance issues could be a result of a badly written
Trojan or a Trojan/backdoor application might be using resources maliciously (for DDoS, Bitcoin mining, spam, and
so on).
• Why might a PC infected with malware display no obvious symptoms?
• ANSWER:
• If the malware is used with the intent to steal information or record behavior, it will not
try to make its presence obvious. A rootkit may be very hard to detect even when a
rigorous investigation is made.
• You receive a support call from a user who is "stuck" on a web page. She
is trying to use the Back button to return to her search results, but the
page just displays again with a pop-up message. Is her computer infected
with malware?
• ANSWER:
• If it only occurs on certain sites, it is probably part of the site design. A script running
on the site can prevent use of the Back button. It could also be a sign of adware or
spyware though, so it would be safest to scan the computer using up to date anti-
malware software.
• Another user calls to say he is trying to sign on to his online banking
service, but the browser reports that the certificate is invalid. Should the
bank update its certificate, or do you suspect another cause?
• ANSWER:
• It would be highly unlikely for a commercial bank to allow its website certificates to run
out of date or otherwise be misconfigured. You should strongly suspect redirection by
malware or a phishing/pharming scam.
• Your company's static IP address has been placed on a number of anti-
spam blacklists. Could this be the result of external fraud or do you need
to investigate your internal systems for malware?
• ANSWER:
• It would be very unusual for someone to be able to insert your IP address into multiple
blacklists. You should suspect that malware is being used to send spam from your
network.
Activity
Identifying Security Protection Methods
1. Which best practice for minimizing the effect of malware do you think is most
important?
2. How might you recognize a possible spyware or adware infection on a

workstation?
Supporting and Troubleshooting
Laptops
Supporting and Troubleshooting Laptops
• Use Laptop Features

• Install and Configure Laptop Hardware
• Troubleshoot Common Laptop Issues
Topic A: Use Laptop Features
Exam Objectives:
• 1001-1.3 Given a scenario, use appropriate laptop features.
Laptops
Laptop: A powerful portable computer offering similar functionality

to a desktop computer.
• Contains special hardware:

• Designed for portability.
• Runs on AC or battery.
• Uses same OSs as desktop PCs.
• Models:
• Entry level/Budget.
• Ultraportable.
• Desktop replacement.
• Media center.
• Gaming unit.
Touchpads
Touchpad: Input device used on most laptops to replace the
mouse, controlled by moving fingers over the pad surface.
• Alternative to using a mouse.

• Support for multi-touch and
gestures.
• Configured via the Mouse
applet in Windows.
• Function keys:
• Display.
• Screen orientation.
• Wireless/Bluetooth/Cellular/GPS.
• Volume.
• Screen brightness.
• Keyboard backlight.
• Touchpad.
• Media options.
• Numeric keypad or key
combinations.
• Configured via the Keyboard
applet in Windows.
Displays and Touchscreens (Slide 1 of 2)
Touchscreen: A display screen combined with a digitizer that is
responsive to touch input.
• Finger touch or stylus.

• Antenna for Wi-Fi adapter incorporated.
• Rotating or removable screens/keyboards.
• Based on tablet form factors.
• Configurable via Tablet PC Settings
and Pen and Touch applets in Windows.
• Calibration utility.
• Gesture settings.
Displays and Touchscreens (Slide 2 of 2)
Expansion Options
• Wired ports on left, right, and rear:
• At least one video port.
• Several USB Type A ports.
• At least one USB Type C/Thunderbolt port.
• Microphone and speaker jacks.
• Network (RJ-45) port.
• Possibly memory card reader.
• USB adapters:
• USB to RJ-45.
• USB to Wi-Fi/Bluetooth.
• USB optical drive.
Port Replicators
Port replicator: A simple device to extend the range of ports

available for a laptop computer when it is used on a desk.
• Connects keyboards, monitors, mice, and network cabling to a laptop.

• Generally does not add new functionality.
Docking Stations
Docking station: A sophisticated type of port replicator designed to
provide additional ports and functionality to a portable computer
when used at a desk.
• Can provide additional functionality.

• Media bay can support expansion cards
or drives.
Physical Locks
• Help prevent theft.

• Key-based or combination locks.
• Kensington locks and connection points.
Activity
Discussing Laptop Features
Activity 15-1: Discussing Laptop Features
• What feature would you expect to find on a modern touchpad, compared

to older models?
• ANSWER:
• Support for multi-touch.
• True or false? Touchpad settings would be configured via the Touch

applet in Windows Control Panel.
• ANSWER:
• False—the touchpad is configured via tabs in the Mouse applet.
• What two display settings would you expect to be able to control via a
laptop's Fn keys?
• ANSWER:
• Screen brightness, and toggling the output between the built-in screen and external
display.
• What device would you use to extend the functionality of a laptop while
sitting at a desk?
• ANSWER:
• A docking station is used to extend functionality (allowing use of additional drives or
adapters) but you could also mention a port replicator, which extends the number of
connectivity options.
• What connectivity issue is resolved by providing a USB-to-RJ-45 dongle?
• ANSWER:
• Ethernet/wired network connectivity.
• What is the brand name of the standard cable lock security system for
laptops?
• ANSWER:
• Kensington.
Topic B: Install and Configure Laptop Hardware
Exam Objectives:
• 1001-1.1 Given a scenario, install and configure laptop hardware and
components.
• 1001-1.2 Given a scenario, install components within the display of a
laptop.
• 1001-5.5 Given a scenario, troubleshoot common mobile device issues
while adhering to the appropriate procedures.
Laptop Disassembly Processes
• Hand tools and parts:
• Smaller screws than desktops—use jeweler's tools
• Document screw locations, ribbon cables, other connectors
• Organize removed parts
• Form factors and plastics/frames
• Most use proprietary components
• Chassis incorporates:
• Motherboard
• Power supply
• Display screen
• Keypad
• Touchpad
• Review manufacturer’s service documentation before starting upgrades or repairs
Laptop FRUs
• Fewer FRUs than desktop PCs.

• FRUs accessible from behind a screw plate on the bottom of the unit.
• HDD
• Optical drive
• RAM
• Wi-Fi and other adapters
Mass Storage for Laptops
• Same types as for PCs:

• HDD, SSD, and hybrid solutions. Laptop HDD
• Normally one internal storage device.
• Smaller form factors:
• 2.5 and 1.8 inches.
• Slower than PC counterparts.
• Data and power connectors:
• SATA for most magnetic and hybrid drives.
• Micro SATA for some 1.8” drive bays.
• SATA, mSATA, or M.2 for SSDs.
Laptop RAM
SODIMM: Memory that is half the size of DIMMs, are available in
32- or 64-bit data paths, and are commonly found in laptops and
iMac systems.
• Packaging for different DDR types:
• DDR and DDR2: 200 pins
• DDR3: 204 pins
• DDR4: 260 pins
• Angled slots allow for easy removal and
installation.
• Disassembly might be required to reach
all installed RAM.
Adapter Cards for Laptops
• Uses:
• Modems
• Wireless networking
• SSD storage
• Adapter formats:
• Mini-PCI
• mSATA
• M.2
• For wireless adapter upgrades:
• Reconnect antenna wires or install new
antenna kit.
• If cellular functionality, a SIM is required.
Optical Drives for Laptops
• Slimline models used.

• Normally accessible through the bottom panel.
• SATA data and power connectors.
• For replacements, use same OEM part or same caddy design.
Laptop CPU and Motherboard Upgrades
• CPU is upgradeable if the new device is supported by the motherboard.

• CPU is covered by a heatpipe.
• Long, flat metal strip.
• Sometimes it’s more economical to replace the system board.
• Detach the stand-offs.
• Probably also need to update chipset driver or notebook system software.
• Allow Windows to discover the new device using Plug-and-Play.
Laptop Video Card Upgrades
• Often an integrated graphics adapter.

• Advantageous in terms of battery life and cooling.
• Typically has limited video memory or shares system memory.
• Not usually upgradeable, but may be replaceable.
• High-end video cards require specific power and cooling.
• Modular approach not possible due to limited space.
Laptop Component Replacement
• Find a source for “like-for-like” replacements

• Ensures proper fit and function
Laptop Display and Digitizer Replacement
• Built-in display will be:

• LCD (TFT) with fluorescent backlight
• LCD with LED backlight
• OLED
Laptop Speaker Replacement
• Replacing speakers requires disassembly down to the system board.

• Model compatibility.
• Connect the audio cables.
Laptop Input Device Replacement
• Keyboards
• Touchpads
• Webcams
• Microphones
• Smart card readers
Laptop Power Supplies
• Building power:
• Need AC to DC converter.
• Auto switching or manual.
• DC jacks prone to failure.
• Battery operation:
• Li-ion battery packs.
• 6, 9, and 12 cell versions.
• Normally accessed through bottom
of the unit.
• Charging options.
• Tips for maximizing battery life.
Activity
Discussing Laptop Hardware Installation and Configuration
Activity 15-2: Discussing Laptop Hardware Installation
and Configuration
• What is the process for installing memory in a laptop?
• ANSWER:
• Verify that the DDR version of the upgrade module is supported by the motherboard.
Take anti-static precautions. Locate the memory slot, which is usually accessed via a
panel on the back cover. Move the connector up to 45º and insert the memory card,
taking care to align it correctly. Push the card flat again.
and Configuration
• What type of standard adapter card might be used to connect internal
FRU devices to the motherboard of a laptop?
• ANSWER:
• Mini-PCIe, mSATA, or M.2.
and Configuration
• What distinguishes a magnetic hard drive designed for a laptop from one
designed for a PC?
• ANSWER:
• Laptop drives are 2.5" (or sometimes 1.8"), rather than 3.5". They also tend to be
slower (5,400 rpm, rather than 7,200 or 10,000 rpm) and lower capacity. The largest at
the time of writing is 5 TB, so this may not be a limiting factor in practice.
and Configuration
• A user reports that when they plug in anything to a USB port on the
laptop, the device is not recognized by the system. Is this something you
can easily repair?
• ANSWER:
• Typically, the processor, the DC jack, and USB ports are attached directly on the
board and cannot be replaced without replacing the whole laptop motherboard. If the
other USB ports are functional, a USB hub could provide additional ports.
and Configuration
• Several laptops need to be replaced in the next fiscal cycle, but that
doesn't begin for several months. You want to improve functionality as
much as possible by upgrading or replacing components in some of the
laptops that are having problems. Which items are most easily replaced in
a laptop?
• ANSWER:
• The fixed drive, system memory (RAM), and plug-in wireless card will be the easiest
upgradable components to install. If items need repairing, fans,
the screen, the battery, touchpad, and the keyboard should be
straightforward to replace, if you can obtain compatible parts.
Activity
Installing and Configuring Laptop Hardware
Topic C: Troubleshoot Common Laptop Issues
Exam Objectives:
• 1001-5.5 Given a scenario, troubleshoot common mobile device issues
while adhering to the appropriate procedures.
Common Laptop Issues
• Display issues:
• Built-in displays
• Touchscreens
• External displays
• Power and cooling issues
• Input and output device issues
• GPS and location services issues
• OS and app issues:
• Performance
• Unresponsive apps
Display Issues
• Problems with built-in displays:

• Is it really the built-in display?
• Backlights and inverters prone to failure
• Problems with touchscreen displays:
• Not responsive
• Does not act as expected
• Problems with external displays:
• No image
• Wrong image
• Image is too large or too small
Guidelines for Troubleshooting Display Issues (Slide 1 of
2)
• Built-in displays:
• Where does the problem really lie?
• Check for physical damage.
• Check the resolution.
• Check the driver.
• Touchscreen displays:
• Is it clean?
• Check for physical damage.
• Try using it in another location.
• If recently serviced, are wires reconnected?
• Check software configuration.
Guidelines for Troubleshooting Display Issues (Slide 2 of
2)
• External displays.
• Check the keyboard toggle switch.
• Check power and input mode.
• Check the resolution.
• Look for updated drivers.
• Swap out displays and cables.
Power and Cooling Issues
• Battery issues.
• Verify proper insertion and clean contacts.
• Short battery life.
• Windows 10 Settings app for battery use
by apps.
• Swollen batteries.
• AC power issues.
• Overheating.
• Dust and heat.
• Lack of ventilation.
Guidelines for Troubleshooting Power and Cooling
Issues (Slide 1 of 2)
• Battery issues:
• Follow manufacturer guidelines on charging.
• Use approved chargers.
• Avoid fire, water, drops, or other impacts.
• Use recommended battery.
• Use power management features.
• AC power issues:
• Check and verify operational needs.
• Test the outlet with known good devices.
• Look for the LED on the AC adapter.
• Check the plug’s fuse.
Guidelines for Troubleshooting Common Laptop Issues
(Slide 2 of 2)
• AC power issues (continued):
• Check the DC socket on the laptop.
• Verify the adapter supplies adequate power.
• Disconnect peripherals one at a time to see if power problems remain.
• Cooling issues.
• Keep the air ducts clean.
• Use compressed air to blow dust out.
• Use computer vacuum to remove dust.
Input and Output Device Issues
• Input devices.
• Stuck keys.
• Improper or unintentional use of Fn keys.
• NumLock use.
• Oversensitive touchpad.
• Sound and speaker issues.
• No sound.
• Sound is distorted.
Guidelines for Troubleshooting Input and Output Device
Issues
• Clean the keyboard with compressed air.
• If serviced recently, verify all cables were reconnected.
• Check Fn key status.
• Check NumLock key status.
• Check drivers.
• Check volume control, playback device configuration, sound card, and internal
wiring.
Communication and Connectivity Issues
• Connectivity:
• Physical issues and software configuration problems.
• Wireless devices need power.
• Issues can arise after laptop wakes from Sleep or Hibernation mode.
• Possible electromagnetic interference.
• GPS and Location Services:
• No functionality.
• Limited functionality.
• Signal strength decreases when indoors.
Guidelines for Troubleshooting Communication and
Connectivity Issues
• Check adapters, Fn keys, and antenna connections.
• Check batteries on wireless mice and other devices.
• Check for driver updates to address sleep mode issues.
• For intermittent connectivity, move the devices around or use an antenna.
• For GPS issues, verify it’s enabled and not in airplane mode.
• Also be sure individual apps have been granted permission to use location services.
OS and App Issues
• Slow performance
• Unresponsive devices and apps
• Email issues
Guidelines for Troubleshooting OS and App Issues
• For slow performance, check apps that require lots of memory.

• For unresponsive apps, perform a reset.
• For email issues, check the support documentation for the email client/
encryption program to get certificate information.
Activity
Troubleshooting Common Laptop Issues
Activity 15-4: Troubleshooting Common Laptop Issues
• You are troubleshooting a laptop display. If the laptop can display an

image on an external monitor but not the built-in one, which component
do you know is working, and can you definitively say which is faulty?
• ANSWER:
• The graphics adapter is working. The problem must exist either in the cabling to the
built-in screen or with a screen component, such as an inverter, backlight, or the
display panel itself. Further tests will be required to identify which (though it may be
quicker to replace the whole screen assembly).
• You received a user complaint about a laptop being extremely hot to the
touch. What actions should you take in response to this issue?
• ANSWER:
• Overheating can be a sign that dust and dirt is restricting the necessary airflow within
the device, so start by cleaning the ventilation duct with compressed air, and then
make sure that the device is getting proper air circulation around the outside of the
case.
• A user complains that their Bluetooth keyboard, which has worked for the
last year, has stopped functioning. What would you suggest is the
problem?
• ANSWER:
• The batteries in the keyboard have run down—replace them.
• A user working in graphics design has just received a new laptop. The
user phones to say that performance with the graphics program in the
office is fine but dismal when he takes the laptop to client meetings. What
could be the cause?
• ANSWER:
• The laptop could be using reduced performance settings to conserve battery life.
• A laptop user reports that they are only getting about two hours of use
out of the battery compared to about three hours when the laptop was
first supplied to them. What do you suggest?
• ANSWER:
• Batteries lose maximum charge over time. It may be possible to recondition the
battery or to use power saving features, but the only real way to restore maximum
battery life is to buy a new battery.
• A laptop user is complaining about typing on their new laptop. They claim
that the cursor jumps randomly from place-to-place. What might be the
cause of this?
• ANSWER:
• The user could be touching the touchpad while typing, or vibrations could be affecting
the touchpad. Update the driver, or reduce the sensitivity/disable touch and tap
events.
1. In your professional experience, have you supported laptop computers? If not,

what kind of experience do you have with using them?
2. Of the common laptop issues discussed in this lesson, which do you expect to
encounter most often? Briefly explain your response.
Supporting and Troubleshooting
Mobile Devices
Supporting and Troubleshooting Mobile Devices
• Mobile Device Types

• Connect and Configure Mobile Device Accessories
• Configure Mobile Device Network Connectivity
• Support Mobile Apps
Topic A: Mobile Device Types
Exam Objectives:
• 1001-1.4 Compare and contrast characteristics of various types of other
mobile devices.
Mobile Devices
• Smartphones and tablets used in the workplace need support, too.

• Mobile OSs (iOS, Android, or Windows Mobile).
• Store-based software ecosystems.
Smartphones
• One-handed operation
• Touchscreen displays
• Screen sizes range from 4.5” to 5.7”
• Multicore CPUs
• 2 to 6 GB system memory
• 16 GB+ flash memory storage
• Features:
• Digital cameras
• Input sensors
• Networking via Wi-Fi or cellular data
Tablets
• Usually 7” or 10” screen

• Might be able to connect to a removable
physical keyboard
• Some laptops can also function as a tablet by
flipping the screen
• Usually connect to a Wi-Fi network; some have
cellular option
• Phablets—cross between a phone and a
tablet with 5.5” to 7” screen
Mobile Devices vs. Laptops
Factor Description
Processors Mobile devices:
• CPUs and chipsets are based on ARM microarchitecture.
• Dual- and quad-core CPUs are common, with some 64-bit CPUs available.
• Provide more power and thermal efficiency.
PCs and laptops:
• CPUs and chipsets are based on CISC and RISC microarchitecture.
• Dual- and quad-core CPUs are widespread, with many 64-bit CPUs available.
System memory Tablet RAM is a low power DDR SDRAM variant.

Works similarly to PC/laptop RAM.
Storage SSDs used in mobile devices instead of HDDs.
Component More FRUs for PCs and laptops.

replacements and Tablet components are soldered and glued, making it necessary to replace the
upgrades entire device.
OSs More OS options for PCs and laptops.
Mobile devices limited to the mobile OS they were designed to run.
Mobile Display/Touch Interface
Touchscreen: A display screen combined with a digitizer that is

responsive to touch input.
• Capacitive touchscreens support multitouch (sweep, pinch, etc.).

• Haptic feedback provides a more realistic feel to the user.
• Protected by scratch- and shock-resistant tempered glass.
• Screen orientation is changeable.
Mobile Device Form Factors
• Fewer field serviceable parts than PCs and laptops.

• Return to manufacturer for replacing screens, storage devices, and possibly
batteries.
• Some batteries can be replaced by the user.
• Some devices will have a SIM card port.
E-Readers
e-reader: A tablet-sized device designed for reading, rather than for

general-purpose computing.
• E-ink technology creates EPD.

• Low-power, high-contrast display.
• Backlights often not needed, saving power.
• USB chargers.
• Wi-Fi connectivity for downloading e-books.
Wearable Technology
• Smart watches
• Fitness monitors
• VR/AR headsets and smart glasses
GPS Navigation Devices
Global Positioning System (GPS): Means of determining a
receiver's position on the Earth based on information received from
GPS satellites. The receiver must have line-of-sight to the GPS
satellites.
• Built into smartphones and other devices.

• Dedicated units for vehicles, cyclists, or walkers.
• Geolocation system, map, and local traffic information.
• Route planning and directions.
• Some provide live traffic information.
• Touch and voice controls available.
Activity
Discussing Mobile Device Types
Activity 16-1: Discussing Mobile Device Types
• What are the principal characteristics of the phablet form factor?
• ANSWER:
• A phablet is essentially a smartphone with a screen size of more than approximately
5.5" but less than about 7". Phablets can make voice calls and use cellular data, while
many tablets are limited to Wi-Fi connectivity.
• What is the relevance of ARM to smartphones?
• ANSWER:
• Advanced RISC Machines (ARM) produce the CPU designs most widely used in
smartphones.
• True or false? Smartphones use a type of memory technology that works

both as system memory and as persistent storage.
• ANSWER:
• False—like PCs, smartphones use a variant of DDR for system memory. This is
volatile storage so a flash memory device is used for persistent storage.
• What is meant by wearable technology?
• ANSWER:
• Wearable technology is devices that the user doesn't need to hold (as they are affixed
to the wearer via a band or clip) to provide uninterrupted interaction between computer
and network systems and the user. Examples include Virtual Reality (VR) headsets,
smartwatches (such as Apple's iWatch), and fitness monitors like FitBit.
• What technology gives an e-Reader better battery life than a tablet?
• ANSWER:
• The e-Ink display works without backlighting, producing little to no heat through
resistance and better energy efficiency.
Topic B: Connect and Configure Mobile Device
Accessories
Exam Objectives:
• 1001-1.5 Given a scenario, connect and configure accessories and
ports of other mobile devices.
Wired Connections for Accessories
• Apple devices:
• Apple Dock for older devices.
• Apple Lightning connector.
• Android devices:
• Micro-B USB connectors for most devices.
• Mini-B for older devices.
• USB-C on newer devices.
Wireless Connections for Accessories (slide 1 of 2)
• Bluetooth
• NFC
• IR
Wireless Connections for Accessories (slide 2 of 2)
Tethering Mobile hotspots
Common Mobile Device Accessories
• External keyboard
• Headset
• Speaker dock
• Micro-SD slot
• Docking stations
• Protective covers and waterproofing
• Credit card readers
• Mobile power
Activity
Discussing Mobile Device Accessory Connection and Configuration
Activity 16-2: Discussing Mobile Device Accessory
Connection and Configuration
• What type of peripheral port would you expect to find on a current
generation smartphone?
• ANSWER:
• For Apple devices, the Lightning port. For Android and Windows, it will be USB—either
Micro Type B or Type-C.
• How would you upgrade storage capacity on a typical smartphone?
• ANSWER:
• If the smartphone supports removable flash cards such as Micro-SD, you can add a
larger card. Otherwise, the components in these devices are not field replaceable, so
there are no upgrade options.
• What technology do smartphones use to facilitate payment at points of
sale?
• ANSWER:
• Near Field Communications (NFC) allows the user to touch a receiver for the phone to
pass card data to a point of sale terminal.
• True or false? An IP67-rated smartwatch could be considered risk-free for
wear while swimming in an indoor pool.
• ANSWER:
• False—IP67 rates immersion up to 1 m (for up to 30 minutes), so wearing a device
while swimming would be a significant risk.
Topic C: Configure Mobile Device Network
Connectivity
Exam Objectives:
• 1001-1.6 Given a scenario, configure basic mobile device network
connectivity and application support.
Cellular Data Networks (Slide 1 of 4)
Cellular data: Connecting to the Internet via the device's cell phone
radio and the handset's cellar network provider.
• Mobile hotspots and tethering

• Cellular radios:
• Base station effective range up to 5 miles
• Transmitter connects phone to mobile and
landline phone networks
• Works in the 850 and 1900 MHz frequency
bands in Americas
• Works in the 900 and 1800 MHz frequency
bands in the rest of the world
• GSM deployed worldwide
• CDMA used in the Americas
• GSM networks and SIM cards:

• GSM works with SIM cards
• Handsets are identified by IMEI number
• Users are identified by IMSI number
• SIM card number format:
• 3-digit mobile country code
• 2-digit mobile network code
• Up to 10-digit mobile station identification number
• CDMA networks:
• Locks handset to original provider
• Does not require use of a SIM card
• Handsets are identified by MEID number
• Uses PRI and PRL databases for information needed to connect cellular radio to the
network
• If the handset contains a SIM card, it is to connect to 4G networks, which are GSM-
based networks
Baseband Updates and Radio Firmware
Baseband update: Modification of the firmware of a cellular
modem.
Radio firmware: An operating system that is separate from the end-
user operating system in a mobile device.
Realtime Operating System (RTOS): An OS that is optimized for
use in embedded or real-time apps.
• Baseband updates modify the radio firmware.

• Firmware OS is separate from the user OS.
• Controls low-level timing-dependent functions (USB, network, and GPS).
• Runs all available radio functions (cellular, Wi-Fi, and Bluetooth).
• Updates usually pushed by device vendor as part of an OS upgrade.
Wi-Fi Networks and Hotspots (slide 1 of 2)
Hotspot: A mobile device setting or access point that enables using

the cellular data plan of the mobile device to connect a PC or laptop
to the Internet.
• All smartphones and tablets support Wi-Fi communication.
• In iOS, select Settings→Wi-Fi to connect.
• In Android, use the notification shade or open the Settings→Wi-Fi menu.
• Hotspot implementations:
• Public access point (free or paid).
• Smartphone or tablet.
• Wireless router designed for personal hotspots.
Wi-Fi Networks and Hotspots (slide 2 of 2)
Mobile VPN Configuration
Virtual Private Network (VPN): A secure tunnel created between

two endpoints connected via an unsecure network (typically the
Internet).
Mobile VPN: A VPN that can maintain the VPN link across multiple
carrier networks, where the IP address assigned to the mobile
device may change often.
• Tunnel contents often encrypted to secure communications.
• Mobile VPN assigns virtual IP address for connecting to VPN server.
• Links maintained even in sleep mode.
• Available as third-party apps for Android and iOS.
Bluetooth (slide 1 of 3)
Bluetooth: Short-range radio-based technology, working at up to 10
m (30 feet) at up to 1 Mbps, used to connect peripherals for
communication between two devices.
• Latest versions support 24 Mbps data rate.

• Used for PANs (Personal Area Networks).
• Share data with a PC.
• Connect to a printer, wireless headset, or other peripheral.
• Pairing connects the devices.
• In iOS, select Settings→General→Bluetooth.
• In Android, access through the notification shade.
• In Windows, access through Control Panel, Windows Settings, or the Bluetooth icon in
the notification area.
Airplane Mode (slide 1 of 2)
Control Center: An iOS feature that is accessed by swiping up from
the bottom of the display to access iOS feature settings.
Notification shade: An Android feature that is accessed by swiping
down from the top of the display to access Android OS feature
settings.
Airplane mode: A toggle found on mobile devices enabling the user
to disable and enable wireless functionality quickly.
Airplane Mode (slide 2 of 2)
• Disables all wireless features.

• Cellular data
• Wi-Fi
• GPS
• Bluetooth
• NFC
Email Configuration Options (Slide 1 of 4)
• Commercial Provider Email Configuration
• Corporate and ISP Email Configuration:

• Autodiscover with Exchange and Exchange ActiveSync.
• For ISPs and corporate mail gateways that don’t support Autodiscover, manually enter
the mail server address information:
• Incoming mail server type (IMAP or POP3)
• Outgoing mail server type (SMTP)
• SSL setting (enable or disable)
• Ports
• S/MIME:
• Using secure ports does not provide end-to-end encryption for messages.
• Encryption with digital certificates and digital signatures does.
• PGP and S/MIME use digital certificates and public/private key pairs.
• When you sign a message, your private key validates who you are and the public key related
to that private key goes to the recipients. The public key allows the recipient to verify who you
are.
• When you want to receive secure messages, the sender uses your public key to encrypt the
message. Once encrypted, only your private key can decrypt it (your public key cannot be used
to reverse the encryption).
• Digital and root certificates are often added to the device by using MDM software.
Activity
Discussing Mobile Device Network Connectivity Configuration
Activity 16-3: Discussing Mobile Device Network
Connectivity Configuration
• Why would a user be likely to disable cellular data access but leave Wi-Fi
enabled?
• ANSWER:
• To avoid data charges (especially when using the device abroad).
• What is tethering?
• ANSWER:
• Tethering is the use of a smartphone as an Internet connectivity hub. It can share its
Internet connection with a computer via either a cable, Bluetooth, or Wi-Fi.
• What serial number uniquely identifies a particular handset?
• ANSWER:
• International Mobile Station Equipment Identity (IMEI) for handsets from GSM
providers or Mobile Equipment ID (MEID) from CDMA providers.
• What is the function of a smartphone's baseband processor?
• ANSWER:
• The baseband system is usually dedicated to providing radio modem functions, acting
as an interface with the cell tower, access point, or other radio source to transmit
signals.
• How do you configure an autodiscover-enabled email provider on a
smartphone?
• ANSWER:
• Just select the provider then enter the email address. If the account is detected, you
will be prompted for the password.
• True or false? S/MIME is used to configure a secure connection to a
mailbox server, so that your password cannot be intercepted when
connecting over an open access point.
• ANSWER:
• False—S/MIME is for encrypting messages. SSL/TLS is used to secure connections.
Activity
Configuring Bluetooth
Topic D: Support Mobile Apps
Exam Objectives:
• 1001-1.7 Given a scenario, use methods to perform mobile device
synchronization.
Mobile Account Setup
• User accounts:
• Normally 1 per device, created at initial use.
• For iOS: Apple ID.
• For Android: Google account, Samsung account, or
similar.
• Unique ID and credentials required.
• Provides access to app store, email, cloud storage.
• Sub-accounts for additional services and apps:
• Corporate email or messaging.
• Facebook.
• LinkedIn.
Mobile Applications and App Stores (slide 1 of 2)
App: Installable programs the extend the functionality of a mobile

device.
• iOS apps:
• Get from App Store.
• Free or paid.
• Walled garden model—all
apps reviewed and
approved by Apple.
Mobile Applications and App Stores (slide 2 of 2)
• Android apps:
• Get from Google Play Store or third-party sites.
• Free or paid.
• More open model for app acquisition: store model, or APKs.
Types of Data to Synchronize
Mobile device synchronization: The act of copying data back and
forth between devices to keep the information up-to-date on all of
the devices.
• Contacts • Location data
• Calendar • Social media data
• Email • Apps
• Pictures, music, and video • Bookmarks
• Documents • Passwords
• E-books
Synchronization Methods (Slide 1 of 3)
• iOS syncs to desktop via iTunes

• iOS syncs to cloud via iCloud
• Android uses the gmail account to sync with cloud storage and Google Play
Store.
• You can connect to a PC via USB to transfer data directly.
• Microsoft synchronization products

• OneDrive
• Outlook.com
• Office 365
• Third-party synchronization products
• Vendor-based cloud services
• Dropbox
• Sync to automobiles.
• Newer vehicles use head unit to manage entertainment and navigation.
• Smartphone can be attached to head unit.
• Apple CarPlay
• Android Auto
Mutual Authentication for Multiple Service
Single Sign On: (SSO) One service accepts the credentials from
another service. Also known as federated identity management.
• Sign in once to authenticate to many services

• Enterprise networks:
• Email
• Database
• Document management system
• Mobile device apps use device sign-in credentials:
• iPhone with an Apple ID
• Vendor cloud services
Activity
Discussing Mobile App Support
Activity 16-5: Discussing Mobile App Support
• Why must a vendor account usually be configured on a smartphone?
• ANSWER:
• A vendor account, such as an Apple, Google, or Samsung account, is required to use
the app store.
• What is sideloading?
• ANSWER:
• Installing a mobile app without going through the app store. Android supports
sideloading through the APK package format. Sideloading is not officially supported on
iOS devices.
• Which types of data might require mapping between fields when syncing
between applications?
• ANSWER:
• Contacts and calendar items.
• What software is used to synchronize data files between an iOS device

and a PC and what connection methods can it use?
• ANSWER:
• iTunes. It can work over USB (with a USB-to-Apple cable) or Wi-Fi.
• How might an app register users without implementing its own

authentication process?
• ANSWER:
• Through federated identity management, or as the user sees it, a "Sign in with..."
feature. If the user's sign-in with the identity service (Google or Facebook, for
example) is cached on the device, this will enable Single Sign On (SSO) with
supported apps. This could also be referred to as mutual authentication, of a kind (the
app and the sign-in provider must authorize one another).
Topic E: Secure Mobile Devices
Exam Objectives:
• 1002-2.8 Given a scenario, implement methods for securing mobile
devices.
Popular Security Controls for Mobile Devices
• Organizations should specify security practices, including:

• Policies
• Procedures
• Training
• Keep mobile devices as secure as the devices that reside inside the physical
infrastructure.
• Do not leave mobile devices unattended.
Mobile Device Access Control (Slide 1 of 3)
• Screen locks and biometric authentication:

• Screen locks require a password, passcode,
PIN, or gesture to unlock the device.
• Biometric authentication via fingerprint
sensor (Apple Touch ID) or photo (Apple
Face ID).
• Lockout policies:
• Limits failed logins.
• Can escalate in duration.
• For instance, 10 seconds for the first lockout; 30 minutes for the next.
• Remote wiping:
• Resets a stolen device to factory defaults.
• All personal data removed.
• Possibly erase memory cards, too.
• Preventable, but complicated to bypass.
Mobile Device and Data Recovery (slide 1 of 2)
• GPS, geotracking, and locator apps:

• GPS requires line of sight to satellites.
• IPS determines position by triangulating
distance from access points.
• Geotracking related to Location
Services.
• Location Services also supports apps
like Find My Phone.
Mobile Device and Data Recovery (slide 2 of 2)
• Full device encryption:

• Prevents bypassing of security controls.
• Remote backup apps:
• iCloud, Google Sync or Drive, OneDrive
Multifactor Authentication and Authenticator
Applications
• Factors:
• Something you know
• Something you are
• Something you have
• Somewhere you are
• Multifactor authentication requires two different factors.
• Authenticator apps help implement multifactor authentication.
• 2-step verification: password/PIN (what you know) and a single-use verification code
(what you have).
Mobile Device Policies (Slide 1 of 3)
Mobile Device Management (MDM): Software suites designed to
manage use of smartphones and tablets within an enterprise.
Bring Your Own Device (BYOD): Security framework and tools to
facilitate use of personally owned devices to access corporate
networks and data.
• MDM can support multiple OSs.

• AirWatch
• Symantec
• Citrix Endpoint Management
• Some MDM suites are OS-specific.
• Apple Configurator
• Profiling security requirements:

• Onboarding (gaining access to a network).
• Allow or restrict app, data, or feature usage.
• Monitor device and antivirus updates.
• Firewall configuration.
• Trusted and untrusted app sources:
• Trusted apps are managed by a service provider.
• Store model is not optimal for deploying
custom corporate apps.
• Enterprise developer programs, private channels,
and APKs.
Policy security settings
• Trusted and untrusted app sources:

• Trusted apps are managed by a service provider.
• Store model is not optimal for deploying
custom corporate apps.
• Enterprise developer programs, private channels,
and APKs.
Access to unknown sources

disabled
Mobile Device Security Software
App scanner: A class of security software designed to monitor the
permissions allocated to apps and how they are using (or abusing)
them.
Firewall app: A firewall implemented as application software
running on the host.
• Anti-virus/Anti-malware
• Firewalls
• Patching OS
• Updates
Activity
Discussing Mobile Device Security
Activity 16-6: Discussing Mobile Device Security
• How can the use of mobile devices by employees affect the security of an
organization as a whole?
• ANSWER:
• Mobile devices can function much like regular computers; therefore, when they are
used to send and receive corporate emails and to access systems and data within the
corporate network, they are a vulnerability. If a mobile device is lost or stolen, it could
be used to access sensitive data or launch attacks. Mobile devices should be secured
just as any other system on the corporate network.
• What two types of biometric authentication mechanism are supported on

smartphones?
• ANSWER:
• Fingerprint recognition and facial recognition.
• What might a locator application be used for?
• ANSWER:
• To identify the location of a stolen phone (or, perhaps, members of one's family) and to
provide localized services (movies, restaurants, etc).
• What technology mitigates against an online account being accessed

from an unknown device?
• ANSWER:
• Two-step verification—the site sends a code to a registered phone or alternative email
address, prompting the user to verify the validity of the device.
• What is MDM?
• ANSWER:
• Mobile Device Management (MDM) is a class of management software designed to
apply security policies to the use of smartphones and tablets in the enterprise.
• True or false? Updates are not necessary for iOS devices because the OS
is closed source.
• ANSWER:
• False—closed source just means that the vendor controls development of the OS. It is
still subject to updates to fix problems and introduce new features.
Topic F: Troubleshoot Mobile Device Issues
Exam Objectives:
• 1002-3.4 Given a scenario, troubleshoot mobile OS and application
issues.
• 1002-3.5 Given a scenario, troubleshoot mobile OS and application
security issues.
Mobile OS Troubleshooting Tools
• Adjust Settings
• Close running apps
• Force stop
• Force Quit
• Uninstall and reinstall apps
• Reset the device
• Soft reset
• Forced restart
• Factory default reset
Android Force
Stop
Guidelines for Using Mobile Troubleshooting Tools
• Adjust settings for the core OS and for apps.

• Close running apps that are consuming too much power and draining the
battery or those that are unresponsive.
• Uninstall apps that are no longer needed or reinstall apps after replacing a
device or after previously uninstalling an app.
• Try a soft reset for devices that are frozen or unresponsive. If that doesn't work,
use a forced restart.
• Perform a factory default reset when reissuing the mobile device to another
user or preparing it for disposal.
Mobile OS Issue Troubleshooting
• Dim display
• Touchscreen unresponsive or inaccurate
• External monitor issues
• Sound issues
• Overheating
Check or change
display brightness
Check for
overheating
Guidelines for Troubleshooting Mobile OS Issues (Slide 1
of 2)
• Dim display.
• Open the Display settings and adjust the automatic brightness option or adjust the
brightness slider.
• Check for apps that dim the backlight to conserve power.
• Unresponsive or inaccurate touchscreen.
• Check for issues with the screen and any screen protectors.
• Check that there are adequate resources available.
• Use a re-calibration utility.
• Issues with external monitor.
• Verify that the cable is good.
• Verify that a casting dongle is configured correctly between the device and the mobile
device.
Guidelines for Troubleshooting Mobile OS Issues (Slide 2
of 2)
• Sound issues.
• Verify volume controls are set correctly.
• Verify silent mode is not enabled.
• Check volume controls within the app.
• Verify it is not configured to use external speakers through a cable or Bluetooth.
• Overheating.
• Determine if the device is being used intensively.
• Use a battery monitor to view battery status information.
• Keep the device away from direct sunlight or other heat sources.
Mobile App Issue Troubleshooting (Slide 1 of 3)
• Apps not loading.

• App log errors.
• Enter developer mode to view log files.
• Slow performance:
• Resources might be too low.
• Use an app such as CCleaner.
• Try soft resets, then factory default reset
(as a last resort).
• Examine recently installed apps.
• Battery life:
• Effectiveness degrades over time.
• GPU and CPU intensive apps drain
a battery quickly.
• Charge might degrade due to faulty
or malicious apps using power-intensive
services.
• GPS, network connections, microphones,
and cameras.
• Uninstall the app, or prevent it from
running in the background.
Guidelines for Troubleshooting Mobile App Issues
• If an app is not loading:

• Verify that it wasn't installed on a memory card that is not in the mobile device.
• Verify that the app is not corrupted; uninstall and reinstall the app.
• Examine app log files to determine if the issue can be tracked down in the log
file.
• Put the device in developer mode to access log files.
• Slow performance:
• Check for newer apps requiring more resources than are available, reduced battery
life, and lack of free storage space.
• Check that recently installed apps are functioning correctly and are not running in the
background.
• Battery life degrades over time. Keep the OS up-to-date to ensure optimum
operations and battery life conservation.
Mobile Wireless Issue Troubleshooting
• Issues with any wireless
connection type:
• Wi-Fi
• Bluetooth
• Cellular radio
• Determine whether:
• Configuration error
• Hardware error
• Interference problem
• Wi-Fi analyzers
Guidelines for Troubleshooting Mobile Wireless Issues
• Interference issues:
• Use a Wi-Fi Analyzer app to check for interference and signal strength.
• Configuration issues:
• Verify that the device is not in airplane mode.
• Verify that a particular radio service has not been disabled.
• Use Settings to verify that configuration parameters are correctly configured.
• Verify that the Wi-Fi access point supports the same standard as the mobile device.
• If none of these are the issue, determine if an OS or firmware update is
needed.
Mobile Device Security Troubleshooting (Slide 1 of 2)
• Utilization symptoms:
• Rogue apps running in background can cause power drain and high resource use
• Sudden data transmission overlimit
• Unauthorized location tracking
• Disable location services unless required by apps
• Install patches and upgrades
Mobile Device Security Troubleshooting (Slide 2 of 2)
• User behavior issues:

• Careless use
• Failure to follow security best practices
• Use of insecure hotspots
• Unintended Bluetooth pairing
• System lockout:
• Forgotten password
• On purpose when the device is reported stolen or lost
• Troubleshooting email problems:
• Verify credentials and email settings are correctly entered
• Verify corporate email password change is replicated to mobile devices
• Use digital certificates to encrypt messages
Guidelines for Troubleshooting Mobile Device Security
• If there is a huge power drain or high resource utilization, check for malware or
rogue apps.
• Check for unauthorized location tracking.
• Remove geotagging information or metadata from images posted online.
• Ensure users are not engaging in behavior that makes their devices vulnerable
to attack.
• If using settings that allow automatic connection to service provider hotspots,
verify that the hotspot and device are using trusted, secure connections.
Guidelines for Troubleshooting Mobile Device Security
• Ensure unintended Bluetooth pairing is not allowed.
• Ensure users are locking the device when unattended.
• Install apps or enable OS features that allow the phone to be locked and/or
wiped if it is lost or stolen.
• Verify that email passwords changed on the enterprise network are replicated
to the mobile device.
• When sending and receiving encrypted emails with a digital certificate, use the
email client or encryption program's support documentation to install or locate
the appropriate certificate.
Activity
Troubleshooting Mobile Device Issues
Activity 16-7: Troubleshooting Mobile Device Issues
• True or false? A factory reset preserves the user's personal data.
• ANSWER:
• False. Restoring to factory settings means removing all user data and settings.
• What is the first step to take when an app no longer loads?
• ANSWER:
• Try restarting the device. If that does not work, uninstall and then reinstall the app.
• Your organization has several tablet devices that are loaned out as needed when
employees are traveling. Some users have reported problems getting the Bluetooth
keyboard to work with one of the tablets. What should you do?
• ANSWER:
• There are a couple of issues that can cause Bluetooth connectivity problems. First, check whether
the device batteries need replacing. Another possibility is that the tablet might need a system
update. Finally, the devices might not have been set to discoverable mode. For security purposes,
only enable discovery mode on your mobile device when want a Bluetooth device to find your
device; otherwise, keep that setting disabled. The Bluetooth settings must be configured to allow
devices to connect to the mobile device. This is also referred to as pairing.
• A user reports that the touchscreen on his mobile device is not
responding properly. What questions should you ask, and what steps
might you take to resolve the issue?
• ANSWER:
• You should ask if the touch screen is greasy, wet, or dirty. If it needs cleaning, remind
the user to use only a soft cloth moistened with eye glass cleaner to gently wipe the
screen. If cleaning is not an issue, ask if it appears to be scratched, cracked, or
otherwise damaged. If so, make arrangements to have the touch screen replaced. If
there is no visible damage, recalibrate the screen for the user, and check for updates.
• What is a Wi-Fi Analyzer used for?
• ANSWER:
• A Wi-Fi Analyzer is used to check connectivity issues with wireless. It can check for
less congested channels.
• What are the causes of severe battery drain?
• ANSWER:
• The display, radio, and CPU are the components that draw the most power. If an app
is overutilizing these resources, it could be faulty, badly written, or this could be a sign
of malware activity.
1. In your professional experience, have you supported mobile devices? If not,

what kind of experience do you have with them?
2. What type of technical support do you think will be expected of an A+

technician as mobile devices become even more prominent within the
workplace?
Troubleshooting Print Devices
Installing, Configuring, and Troubleshooting Print
Devices
• Maintain Laser Printers
• Maintain Inkjet Printers
• Maintain Impact, Thermal, and 3D Printers
• Install and Configure Printers
• Troubleshoot Print Device Issues
• Install and Configure Imaging Devices
Topic A: Maintain Laser Printers
Exam Objectives:
• 1001-3.11 Given a scenario, install and maintain various print
technologies.
Printer Types
Printer: An output device that produces text and images from
electronic content onto physical media.
Inkjet printer: A type of printer in which ink is sprayed onto the
paper using microscopic nozzles in the print head.
Laser printer: A type of printer that develops an image on a
drum using electrical charges to attract special toner, then
applying it to paper.
• Connection to computing devices

• Mechanism for creating text and images
• Paper feed mechanism
• Paper input and output options
Printer Features
• Speed
• Interfaces
• Image Quality
• Paper Handling
• TCO
• Options
• MFD
• PDL
Laser Printers
• Laser printing process results in a durable printout that does not smear or fade.
• Very popular for office environments:
• Inexpensive to buy and run
• Quiet
• Fast
• High-quality output
• Grayscale and color options.
Laser Printer Imaging Process (Slide 1 of 2)
• Processing
• Charging
(Conditioning)
• Exposing (Writing)
• Developing
• Transferring
• Fusing
• Cleaning
Laser Printer Imaging Process (Slide 2 of 2)
• Duplex printing and paper output path

• Color laser printers
• LED printers
Laser Printer Maintenance Tasks (Slide 1 of 6)
Typical problems include:

• Overloading input trays or output trays (not collecting completed jobs promptly).
• Using unsuitable media—for example, card stock or labels in an auto-feed tray.
• Using creased, folded, or dirty paper.
• Breaking trays or covers.
• Inserting ink or toner cartridges incorrectly.
Guidelines for loading paper:

• Use good quality paper designed for use with the model of printer that you have
and the printing function.
• Do not overload a paper tray.
• Do not use creased, dirty, or damp paper.
• Refer to the instruction manual when loading non-standard print media.
Toner cartridge replacement:

• Cartridges differ for different printer
models.
• Refill or recycle spent cartridges.
• Remove the old cartridge and place it in
a bag to avoid shedding toner
everywhere.
Cleaning guidelines:
• Unplug the printer
• Use a damp cloth with mild cleaner
• Inside of printer may be hot
• Use a special toner-safe vacuum when necessary
• If you get toner on skin or clothes, remove it with a cloth or cold
water
• Use isopropyl alcohol and lint-free swabs to clean rollers
• Check documentation for replacing dust and ozone filters if
installed
Calibration:
• Usually automatic
• Access calibration routine from:
• Printer control panel
• Printer software
Maintenance kit:
• Replacement feed rollers, transfer roller,
and fuser unit.
• Normally replace these items after an
established number of pages (copy
count) is printed.
• Allow printer to cool down before
replacing fuser unit to avoid burns.
• Print a test page to verify operation and
reset copy count.
• Recycle fuser unit if possible.
Activity
Discussing Laser Printer Maintenance
Activity 17-1: Discussing Laser Printer Maintenance
• Why is a laser printer better suited to most office printing tasks than an
inkjet?
• ANSWER:
• Laser printers are much faster, quieter, and better quality (the pages do not smear)
than inkjets at this type of output. They also have lower running costs.
• What makes the power supply in a printer different to that used in a PC?
• ANSWER:
• A PC's Power Supply Unit (PSU) only needs to generate voltages up to 12 V DC. The
charging and transfer corona wires/rollers in a laser printer require much higher
voltages. To apply a 600 V charge to the drum, for instance, the corona wire must be
charged to 1000 V.
• How is the imaging drum in a laser printer charged?
• ANSWER:
• Applying a uniform high charge to the photosensitive drum using the primary corona
wire or roller.
• What is the removal of the charge from the photosensitive drum by a laser
called?
• ANSWER:
• Laser imaging or writing.
• What is the process of image transfer?
• ANSWER:
• Passing paper between the photosensitive drum and the secondary or transfer corona
wire or roller. This attracts the toner from the drum to the paper.
• What must you do before installing a new toner cartridge into a printer?
• ANSWER:
• Remove the packing strips. The printer should also be turned off, and the old cartridge
should be removed and placed into a sealed bag for recycling.
• Which components are provided as part of a laser printer maintenance

kit?
• ANSWER:
• The main component is a new fuser assembly. The kit will also usually contain a
transfer/secondary charge roller plus paper transport rollers for each tray (pickup
rollers and a new separation pad).
Topic B: Maintain Inkjet Printers
Exam Objectives:
technologies.
Inkjet Printers
• Liquid ink is propelled out of nozzles in a carriage assembly that moves back
and forth across the page.
• Color images use CMYK.
• Cyan, magenta, yellow, and black.
• Wide range of quality and price available.
Inkjet Printer Imaging Process
Components of Inkjet Printers (Slide 1 of 2)
Piezoelectric print method: An ink delivery system in an inkjet
printer that uses a tiny element that changes shape to act as a
pump used in Epson printers.
Thermal inkjet print method: An ink delivery system in an inkjet
printer where the ink is heated to form a bubble that bursts through
the nozzles.
• Print heads
• Ink cartridges
• Carriage system
• Paper handling and duplex assembly
Components of Inkjet Printers (Slide 2 of 2)
Inkjet Printer Maintenance Tasks
• Loading paper
• Replacing inkjet cartridges
• Print head alignment
• Print head cleaning
Activity
Discussing Inkjet Printer Maintenance
Activity 17-2: Discussing Inkjet Printer Maintenance
• Which inks are typically used in the color printing process?
• ANSWER:
• Cyan, Magenta, Yellow, and Black (CMYK). Do be aware that some printers can use
more inks. For example, a 6-color printer might add Light Cyan and Light Magenta
inks, or Orange and Green inks (hexachrome).
• What two types of print heads are used by inkjet printers?
• ANSWER:
• Thermal and piezoelectric. The thermal type is also known by Canon's Bubble Jet
trademark because of the way the print head creates an ink bubble by heating. Most
other printer vendors use thermal technology but Epson printers use their piezoelectric
pump-like process.
• You have been asked to perform basic maintenance on an inkjet printer.

One of the users noticed that the colors are not printing correctly and that
the bottom of some letters are not printing. What would you do?
• ANSWER:
• Try using the printer's built-in cleaning cycle, and then replacing the ink cartridge. If
these do not work, try using an after market cleaning product. Try using the printer
properties sheet to check for print head alignment, color settings, and other settings.
• Can inkjet printers use plain copy paper?
• ANSWER:
• Yes, but this type of paper will not produce the best results. It is better to use paper
designed for inkjets. There are different grades of inkjet paper. Higher-grade paper
allows for glossy photo printing.
• What is an ASF?
• ANSWER:
• An AutoSheet Feeder (ASF) allows the printer to load a sheet of paper from a tray,
using pickup rollers to move the sheet and a separation pad to make sure only a
single sheet is fed at one time.
Topic C: Maintain Impact, Thermal, and 3D Printers
Exam Objectives:
technologies.
Impact Printers
Impact printer: Printer that uses pressure to transfer ink from a
ribbon onto paper in a particular pattern, similar to the mechanism of
a typewriter.
Dot matrix printer: A type of impact printer that uses a set of pins
to strike the ribbon to create printed characters and images using
combinations of dots.
Components of Impact Printers
• Consumables:
• Plain paper
• Carbon paper
• Tractor-fed paper
• Paper feed mechanism
• Impact printer ribbons
Impact Printer Imaging Process
• Print head holds pins and is attached to the carriage.

• Carriage moves across the paper.
• Solenoids energize the pins, causing them to strike the ribbon against the
paper.
• Image quality depends on how many pins in the print head.
• 9-pin
• 24-pin
• 48-pin
• Platen gap lever deals with different paper thicknesses.
Impact Printer Maintenance Tips
• Take care when loading tractor-fed printers.

• Align the marginal holes with the printer sprockets.
• Paper is unobstructed at printer entryway.
• Follow manufacturer’s instructions for replacing print heads and ribbon
cartridges.
• Allow print head to cool before removing it.
Thermal Printers
Thermal printer: A type of printer that uses a thermal (high heat)
print head to fuse or transfer wax-based ink onto paper or that
selectively heats specially treated paper to form the image.
• Dye sublimation
• Thermal wax transfer
• Direct thermal
• Used for printing barcodes, labels,
and receipts
Components of Thermal Printers
• Thermal paper designed to change color when heat is applied.

• Heating element applies the heat.
• Feed assembly provides paper via friction.
• Stepper motor turns a rubber-coated roller.
• Paper can be fanfold or roll format.
Direct Thermal Printer Imaging Process
Thermal Transfer Printer Maintenance Tips
• Receipt and label printing require high availability.

• Use the right size and type of thermal paper.
• Serrated teeth cutting mechanism can cause paper dust buildup.
• Use a vacuum or soft brush to remove dust and bits of paper.
• Labels can leave adhesive residue behind.
• Use a swab and cleaning fluid (like isopropyl alcohol) to remove adhesive from print
head and feed assembly.
• Use cleaning cards sparingly.
3D Printers
3D print process: A printing process that builds a solid object from
successive layers of material.
• Plastic, rubber, carbon fiber, and metal

• Uses are growing:
• Manufacturing, for proof of concept models
• Healthcare, for dentistry and prosthetics
• Clothing
• Product samples
• Marketing materials
3D Printer Imaging Process
• Start with a 3D scan or 3D modeling software output.

• Create and save a 3D model.
• Model is sliced into horizontal layers.
• Resulting print job defines how each layer should be deposited onto the build
surface.
• Printer melts filament and extrudes it to the build surface layer by layer.
• Extruder and build surface can move along any axis to produce the intended
result.
Components of 3D Printers
• Print bed/build plate

• Bed/build surface
• Extruder
• Gears/motors/motion control
• Fan
• Filament
• LPA
• ABS
3D Printer Maintenance Tips
• Remove any leftover filament from nozzles

• Clean any residual plastic
• Remove any glue
• If necessary, apply grease to moving parts
• Check tubes in the feeder mechanism
• Examine couplers
• Ensure only approved printing materials are used
• Check for new versions of firmware
Other 3D Printer Types
stereolithography (SLA): Uses liquid plastic resin or photopolymer
to create objects.
selective laser sintering (SLS): Fuses layers together with a pulse
laser.
• SLA-created objects:
• Cured with a UV laser.
• Excess photopolymer is stored in a tank under the print bed.
• Print bed lowers into tank as the object is created.
• Solvent removes uncured polymer.
• SLS-created objects:
• Created from metal or plastic powder.
• Lowered into tank with each layer.
Activity
Discussing Impact, Thermal, and 3D Printer Maintenance
Activity 17-3: Discussing Impact, Thermal, and 3D
Printer Maintenance
• What type of printer technology is a dot matrix printer?
• ANSWER:
• It is commonly described as an impact printer.
Printer Maintenance
• What types of paper/stationery can dot matrix printers use that laser and
inkjet printers cannot?
• ANSWER:
• Multi-part or continuous tractor-fed stationery and carbon copy paper.
Printer Maintenance
• Where are you must likely to encounter thermal printers?
• ANSWER:
• Direct thermal printers are typically used as handheld receipt printers. There are other
thermal printer types. For example, dye sublimation printers are often used for photo
printing.
Printer Maintenance
• You have been asked to perform basic maintenance on a printer in the
Research and Development area. The dot matrix printer used to create
shipping documents seems to be printing lighter than normal, and one of
the pins seems to not be connecting near the center of the print head as
there are blank areas in some letters and images. What maintenance
should you perform?
• ANSWER:
• Using the steps in the printer documentation, replace the ribbon
in the printer and clean the print head. If this does not fix the
problem, replace the print head.
Printer Maintenance
• A thermal printer used to create labels for parts bins, kits, and boxes is
jammed due to a label coming loose during printing. How should you
resolve this problem?
• ANSWER:
• Open the printer and locate the label that came off the backing. Remove the label and
if there is any sticky residue, clean it with isopropyl alcohol (IPA) applied to a swab.
Ensure the roll of labels is properly loaded and that there are no loose labels that
might come loose again.
Printer Maintenance
• What do you need to create objects with an FDM-type 3D printer?
• ANSWER:
• You will need spools of filament, usually made of some type of plastic, to create 3D
objects on a print bed or build surface.
Printer Maintenance
• What considerations for locating a 3D printer do you have to make?
• ANSWER:
• The 3D print process is sensitive to movement and vibration, so the printer must be
located on a firm and stable surface. The process can also be affected by dust and the
ambient temperature and humidity (especially variations and drafts). Finally, some
printer types are fully exposed so there is some risk of burns from the high-heat
elements. Ideally, the printer should not be accessible to untrained staff.
Topic D: Install and Configure Printers
Exam Objectives:
• 1001-3.10 Given a scenario, configure SOHO multifunction
devices/printers and settings.
technologies.
Windows Printers
What You See Is What You Get (WYSIWYG): The effect that some
applications provide where the screen output is equivalent to the
print output.
• Print driver enables communication between Windows and the print device.
• Print language support affects output accuracy.
• Printer technology affects quality, speed, and cost.
Windows Print Process (Slide 1 of 2)
• WPF print jobs:

• Formatted and spooled as XPS files.
• Stored in %SystemRoot%\System32\Spool\Printers\ folder.
• Processed by the device driver.
• Output:
• Sent to XPS-compatible print device, or
• Rendered via a PDL and converted to a raster.
• Print monitor sends job to the printer.
• Legacy GDI process:
• EMF
• RAW
Windows Print Process (Slide 2 of 2)
• PDL features:
• Scalable fonts
• Color printing
• Vector graphics
Virtual Printers
• No physical printing.
• Output is a file containing PDL instructions or bitmap image data.
• Why use virtual printers?
• Sending documents to a fax server
• Creating read-only documents
• Making the content available
outside of the application
• Combining multiple documents
• Testing print output
• Options for file formats:
• Print to file
• Print to PDF
• Print to XPS
Local Printer Connections
• USB
• Ethernet
• Serial port
• Wireless
Printer Drivers
• When a print device is not auto-

detected, use the Devices and
Printers or Windows Settings app
to install drivers.
• UAC privileges needed.
• 32-bit and 64-bit drivers are different.
• Print a test page after installing the
drivers.
Configuration Settings (Slide 1 of 2)
• View print queue

• Open printer properties
• Open printer preferences
• Set the default printer
• Start the troubleshooter
Configuration Settings (Slide 2 of 2)
Printer Sharing and Networking (Slide 1 of 2)
• Windows printer sharing

• Hardware print server
sharing
Printer Sharing and Networking (Slide 2 of 2)
• Shared printer connections

• Integrated hardware print
servers/NAS
• Cloud and remote printing
• Bonjour and AirPrint
Data Privacy and Security Issues
• When you use shared printers:

• Hard drive caching might allow someone with access to cached print files to recover
confidential information.
• User authentication might be needed to prevent improper use of network or cloud
printers.
• Data privacy might be more difficult to guarantee for print jobs that travel over a
network.
Activity
Discussing Printer Installation and Configuration
Activity 17-4: Discussing Printer Installation and
Configuration
• When you are purchasing a new printer, what would you need to decide
between as you evaluate connections?
• ANSWER:
• Almost all new printers use USB, so the main consideration would be whether you
needed support for a wireless or Ethernet connection.
Configuration
• You use three Windows applications that need to print to a Canon BJC-
4300 printer. How many printer drivers must you install?
• ANSWER:
• One. Applications rely on the operating system to mediate access to devices. They do
not need their own drivers.
Configuration
• You are setting up a print server and want to enable access for the widest
range of Windows 7 machines possible. Should you install separate
drivers for the Home and Enterprise editions?
• ANSWER:
• No—there is no difference between editions in this regard. You do need to install
drivers for x86 (32-bit) and x64 (64-bit) versions, though.
Configuration
• What tool can you use to confirm that basic print functionality is
available?
• ANSWER:
• Print a test page by using the option in the setup wizard or on the General tab of the
Printer Properties dialog box.
Configuration
• You have installed an automatic duplex unit in an office laser printer.
What configuration setting would you change to make the unit available
for print jobs?
• ANSWER:
• From Devices and Printers or Settings, select Printer Properties and then select
the Device Settings tab. Select the Duplex Unit setting and select Installed.
Configuration
• True or false? When you print 10 copies of an uncollated job, 10 copies of
page one are printed, followed by 10 copies of page two, then 10 copies of
page three, and so on.
• ANSWER:
• True.
Configuration
• True or false? To enable printer sharing via Windows, the print device
must be connected to the Windows PC via an Ethernet or Wi-Fi link.
• ANSWER:
• False—any print device can be shared via printer properties. The print device can be
connected to the Windows print server over USB, Bluetooth, Ethernet, or Wi-Fi. Other
clients connect to the printer via the share, however, so the Windows PC must be kept
on to facilitate printing.
Configuration
• What configuration information does a user need to use a print device
connected to the same local network?
• ANSWER:
• The print device's IP address or host name. You might note that vendor utilities can
search for a connected device on the local network, so "None" could also be a correct
answer.
Configuration
• What service should a network print device run to enable an Apple iPad to
use the device over Wi-Fi?
• ANSWER:
• The Bonjour service.
Activity
Installing and Configuring Printers
Topic E: Troubleshoot Print Device Issues
Exam Objectives:
• 1001-5.6 Given a scenario, troubleshoot printers.
Printer Connectivity Troubleshooting
• Error message or
code on printer’s
control panel
• Printer log files
• Device manage-
ment software
General Troubleshooting Approach
• Test the obvious things first.

• Is the printer switched on and loaded with paper?
• Is there enough ink or toner?
• Is the connection between the printer and PC good?
• Can you print a test page?
• Check environmental conditions.
• Overheating can cause printer malfunctions.
• Verify adequate airflow around the device.
• What has changed?
• If nothing changed, possibly an installation issue.
• If something changed, possibly a configuration issue.
Guidelines for Troubleshooting Print Device Issues
No image on the printer display, but power LED is on:

• Verify that the printer has not gone into a power-saving sleep cycle.
• Try powering down the printer.
• Remove the power cord and any peripheral cables, and leave the printer switched off
and unplugged for at least one minute.
• Then reconnect and restart the printer.
• If these steps do not resolve the issue, check for a hardware fault.
No connectivity:
• Verify that the printer is switched on and "online."
• Check the connection between the host PC and printer.
Print Queue and Spooler Troubleshooting (Slide 1 of 3)
• Backups might mean a printer is offline or out of paper, or a particular print job
won’t print.
• Open the print queue and restart the print job.
• Delete the print job and reprint.
• Cycle power on the printer.
• You might need to stop the

Print Spooler service.
• Computer
Management→Services and
Applications→Services.
Right-click Print Spooler, and
select Stop.
• Delete the SPL and SHD files;
then, restart the service.
• Try different spool settings,

and test after each
change.
• Verify sufficient disk space
on the spooler’s volume.
Permission Issues Troubleshooting
• Access Denied message:

• Check user permissions for the printer.
• Verify security software is not interfering.
• Check permissions on spool folder.
• User cannot install printer:
• User account elevation required to install
the driver.
• Administrator needs to install, or policies
can allow users to install signed drivers.
• Verify that the driver is designed for your
Windows installation (version and type).
• Make sure print spooler service is running.
Driver and Garbled Output Issues
• Cancel the job and clear print queue

• Cycle power on the printer
• If necessary, update printer driver
• Verify printer is set to use appropriate
PDL:
• PCL
• PostScript
• Try changing spool type:
• EMF
• RAW
• Disable spooling
• Verify chosen font is available
General Print Defect Resolution
Paper jams:
• Gain proper access to where paper is
stuck
• Gently free the paper
• If necessary, release levers to remove
paper
• If jams are frequent, diagnose
the problem and repair
• If multiple sheets feed at once:
• Verify media is correctly loaded
• Verify media is appropriate weight
• May need to change pickup rollers
Laser Printer Print Defects
• Faded or faint prints • Persistent marks
• Blank pages • Toner not fused to the paper
• Skewed output • Wavy or wrinkled output
• White stripes • Ghost images
• Black stripes or whole page black • Wrong color or color cast
• Toner specks • Color missing
• Paper jams
Inkjet and Dot Matrix Print Defects
• Inkjet defects:
• Lines that run through a printout are probably due to dirt on the print head, a blocked
nozzle, or a dirty feed roller. Run a cleaning cycle.
• Other print quality problems like smearing are probably due to paper quality.
• For print head jamming, try cycling the power on the printer.
• Color issues might indicate one of the ink cartridges is running out, or that color
printing is not active.
• Dot matrix defects:
• Lines in the output indicate a stuck pin in the print head.
• Faint printing might be due to the platen gap being too wide.
• Smudges might be due to the platen gap being too narrow.
Activity
Troubleshooting Printer Issues
Activity 17-6: Troubleshooting Printer Issues
• A user reports that the printed output is not up to the usual standards for
her printer. You will need to resolve this issue so she can print her report.
What is the overall process for troubleshooting this issue?
• ANSWER:
• Print out a test page to see if you can reproduce the problem the user reported. If you
see the same problem as reported by the user, identify the print defect, based on the
type of printer, to resolve the problem. Document the steps you took to resolve the
problem.
• If print jobs do not appear at the printer and the queue is clear, what could
you try first to solve the problem?
• ANSWER:
• Cycle the power on the printer.
• Where on disk is the print file spooled in Windows?
• ANSWER:
• %SystemRoot%\System32\Spool\Printers.
• You need to restart the Print Spooler service on a Windows 7 machine.

You have logged on as Administrator. What are your next steps?
• ANSWER:
• Right-click Computer and select Manage. Select Services and
Applications→Services. Right-click Print Spooler and select Restart.
• How would you track down the source of a paper jam?
• ANSWER:
• Check the error message reported by the printer (this may be shown on the printer's
console). It may indicate the location of the stuck pages. Otherwise, visually inspect
the various feed and output mechanisms.
• What should you do if you cannot delete a job stuck in the print queue?
• ANSWER:
• Stop the print spooler service, delete the spooled file, then restart the spooler.
• Paper is jamming in an inkjet printer. What could be causing this?
• ANSWER:
• The paper might not be loaded squarely, there might be too much paper loaded into
the tray, or the paper is creased or dirty.
• What effect does a worn photosensitive drum have on printing?
• ANSWER:
• Faint printing.
• A laser printer is producing white stripes on the paper. What could be

causing this?
• ANSWER:
• Poorly distributed toner or a damaged/worn transfer corona wire. If the secondary
corona does not apply a charge evenly across the paper, less toner is attracted from
the drum to the part of the sheet where charging failed. Note that if there are repetitive
white or black marks (rather than stripes) that do not smudge, the issue is more likely
to be dirt or grease on the drum.
• What effect does a dirty primary corona wire have on laser printing?
• ANSWER:
• It leaves black stripes on the paper. If the charging corona does not apply the correct
charge evenly to the drum, toner is attracted to the place where the charging failed,
creating a black stripe all the way down the page.
Activity
Maintaining and Troubleshooting Printers
Topic F: Install and Configure Imaging Devices
Exam Objectives:
Imaging Devices
• Digital cameras
• Webcams
• Scanners
Scanners
Scanner: A type of photocopier that can convert the image of a
physical object into an electronic data file.
Optical Character Recognition (OCR): Software that can identify
the shapes of characters and digits to convert them from printed
images to electronic data files that can be modified in a word
processing program.
• Typically used to input flat objects:
• Documents
• Receipts
• Photos
• OCR enables translation of scanned text into editable content.
• USB, Ethernet, and wireless connections.
Flatbed Scanners
Flatbed scanner: A type of scanner where the object is placed on a

glass faceplate and the scan head moves underneath it.
• Bright light (possibly CCFL) shines at an object placed on the faceplate.

• Mirrors reflect the lit-up object onto a lens.
• Lens processes image.
• CCD
• CMOS
Sheet-Fed and ADF Scanners
Sheet-fed scanner: A scanner in which the paper is passed over a
fixed scan head.
Automatic Document Feeder (ADF): A device that feeds media
automatically into a scanner or printer.
• CIS strobes between red, green, and blue to illuminate an object.

• Lens is rod-shaped.
• Compact design.
• Often implemented in MFDs.
Multi-Function Devices
Multi-function device (MFD): An imaging device that performs

several related functions.
• Printer
• Scanner
• Copier
• Possibly fax
Scan Options
• Windows Plug-and-Play enables apps to use the scanner

• Older scanners used TWAIN-based
software
• Newer scanners use WIA
• Output format (PDF, JPG, others)
• Tools for selecting and editing images
• OCR conversion
• Options on the printer panel:
• Format
• Resolution
• More options
Barcode Scanners
Barcode scanner: A handheld or pen-shaped device designed to
scan patterns of different sized parallel bars, typically representing a
product number, such as an ISBN, EAN, or UPC.
• Sensor records the light reflected off a barcode.

• Application software correlates the light
reading to a product database.
• USB connections most common.
QR Scanners
Quick Response scanner (QR scanner): A type of 2D barcode
scanner used to store information that can be read using a barcode
scanner or the camera on a smartphone that has a barcode
scanning app installed.
• Any smartphone camera, digital camera, and webcam can scan QR codes.
• No need for special scanning hardware.
• QR scanning software reads instructions in the code to perform an action.
• Open a web page or import a contact record or calendar event.
Activity
Discussing Imaging Device Installation and Configuration
Activity 17-8: Discussing Imaging Device Installation
and Configuration
• What type of connection interface is a scanner most likely to use?
• ANSWER:
• All modern scanners will support USB. Some might have an Ethernet network port
(RJ-45) or even wireless (Wi-Fi and/or Bluetooth), though this is more typical of
Multifunction Devices (MFD) than standalone scanners.
and Configuration
• What type of sensor is used to capture an image for conversion to a
digital file?
• ANSWER:
• Charge Coupled Device (CCD) or Complementary Metal Oxide Semiconductor
(CMOS).
and Configuration
• What is the function of OCR?
• ANSWER:
• Optical Character Recognition (OCR) software can convert a scanned image of text
into a digital text file that can be edited in a text editor or word processor.
and Configuration
• What type of imaging input device would be most useful for a Point-of-
Sale (POS) system?
• ANSWER:
• Barcode scanner.
and Configuration
• True or false? Any type of smartphone camera can be used to read a QR
code.
• ANSWER:
• True. The smartphone just needs to capture the image of the Quick Response (QR)
code and be installed with software to decode it.
1. When would you recommend to users that they use laser printers? Inkjet
printers? Impact printers? Thermal printers?
2. Which printer maintenance tasks have you performed, on which types of

printers? Which maintenance tasks are most important in your organization?
Why are they so important?
Implementing Operational
Procedures
Implementing Operational Procedures
• Environmental Impacts and Controls

• Create and Maintain Documentation
• Use Basic Change Management Best Practices
• Implement Disaster Prevention and Recovery Methods
• Basic Scripting Concepts
• Professionalism and Communication
Topic A: Environmental Impacts and Controls
Exam Objectives:
• 1002-4.5 Explain environmental impacts and appropriate controls.
• 1002-4.3 Given a scenario, implement basic disaster prevention and
recovery methods.
Power Issues
Surge: Abrupt, but brief change in the value of the voltage.
Spike: A powerful surge, such as that caused by lightning.
Sag: Power supply to components briefly dips below required
levels.
Brownout: Power from the wall socket is insufficient to allow
devices to function correctly.
Blackout: Complete loss of electrical power.
• Caused by building power failures, not the computer’s power system.
Power Protection Controls (Slide 1 of 5)
Surge protector: A device intended to protect electrical devices
against the damaging effects of a power spike.
Line conditioner: A device that adjusts voltages in under-voltage
and over-voltage conditions to maintain a 120 V output.
Power Distribution Unit (PDU): A device designed to provide
power to other devices that require it.
Uninterruptible Power Supply (UPS): A battery powered device
designed to provide an alternative AC power supply during a power
failure.
• Devices require stable power supply
• Electrical events can crash devices
• Use power protection devices to mitigate issues
Surge protectors:
• Low cost
• Protect one or two devices
• Rated by various standards
• UL 1449
• Characteristics:
• Clamping voltage
• Joules rating
• Amperage
Line conditioners:
• Protect from surges or brownouts
• Cannot protect from blackouts
Battery backups and UPS:
• Power redundancy:
• Protection against blackouts
• Battery backups provide temporary power at the
component level
• UPSs provide temporary power at the system
level
• Length of protection depends on load and
battery capacity
• Allows time to:
• Switch to alternate power source
• Shut down device properly
• Save files
UPS sizing:
• Considerations when purchasing UPS:
• Reliability • Maintenance
• Cost • System performance and features
• Uptime
• Maximum power rating determined by battery specs and power handling of

inverter and circuitry
• UPS rated according to maximum VA it can supply:
• Total watts needed by devices, multiply by 1.67
• Vendor configuration wizard
Environmental Impacts
Mean Time Between Failures (MTBF): The rating on a device or
component that predicts the expected time between failures.
• Environment affects:
• Operation
• Lifespan
• Keep away from:
• Extreme temperatures
• Dampness and dust
• Regularly inspect and clean surroundings
Dust and Debris
• Dust/airborne particles:
• Drawn in through ventilation holes
• Can prevent heat dissipation
• Can clog keyboards and mice
• Can make displays hard to read
• Control dust by:
• Cleaning devices
• Maintaining HVAC filters
• Maintaining fan inlet air and dust filters
• If necessary, placing a system in enclosure with its own air filters and fans
Temperature, Humidity, and Ventilation
• Excessive heat affects computer reliability:

• Direct sunlight
• Placement near a heat source
• Airflow
• Humidity levels:
• High can cause condensation
• Low can cause ESD risks
• Strive for around 50% relative humidity
• Allow moved equipment to adjust to room temperature before running
• Make sure HVAC system adequately maintains proper temperature, humidity,
and ventilation.
General Preventive Maintenance (Slide 1 of 2)
• Daily:
• No ventilation slot obstructions
• Equipment is installed securely
• No liquid hazards
• Weekly:
• Clean exterior of monitor and system unit
• Clean keyboard and mouse
• Monthly:
• Check that fans are functioning correctly
• Check cable connections
General Preventive Maintenance (Slide 2 of 2)
• Wear a mask and gloves when you are:

• Using compressed air.
• Working around toner spills or in a dusty environment.
• Compressed air dislodges dust from hard to reach areas.
• Be aware of risk of contaminating the environment with dust.
• Use in a controlled work area.
• Use air filter mask and safety goggles.
• Use vacuums with caution.
• For removing dust from inside a system unit, use a PC vacuum or one with a natural
bristle brush.
• Do not use home appliances due to ESD.
• For toner spills, verify the vacuum is labeled “toner safe.”
• Alternatively, use a toner cloth.
Peripheral Device and Laptop Maintenance
• Clean peripherals with wipes or cloths and cleaning solutions designed for PC
components:
• Mice
• Keyboard
• Displays
• Laptop maintenance:
• Keep vents clear of dust and debris
• Use on a flat surface to allow airflow
• If used on a lap, use a chiller pad or mat to allow airflow
• Use compressed air to clean keyboard
• Use soft cloth and approved cleaner for screen, touchpad, and case
Disposal, Recycling, and Compliance
• Disposal or recycling is inevitable; the key is to avoid environmental damage in

doing so.
• OSHA-compliant employers must provide:
• Workplace free of recognized hazards.
• Personal protective equipment.
• Labeling, MSDS, and hazmat training.
• Your responsibility:
• Be informed of potential hazards.
• Always use safe practices.
• Environmental protection:
• Comply with environmental control requirements.
• MSDS documentation for identifying potentially hazardous substances.
Activity
Discussing Environmental Impacts and Controls
Activity 18-1: Discussing Environmental Impacts and
Controls
• What are the principal characteristics of a surge protector?
• ANSWER:
• This is a circuit designed to protect connected devices from the effect of sudden
increases or spikes in the supply voltage and/or current. Surge protectors are rated by
clamping voltage (low values are better), joules rating (higher values are better), and
amperage (the maximum current that can be carried).
Controls
• When you are sizing the load for a UPS, how would you calculate the
power used by a PC component?
• ANSWER:
• Multiply its Voltage (V) by the Current (I) it draws to calculate power drawn in Watts
(W=V*I). You may then need to convert this to a VA rating by multiplying by 1.67.
When power is supplied, some is lost through the function of inverters and capacitors.
This means that the supply, measured as VA, must exceed the watts drawn by about
70%. This ratio is also described as the Power Factor (PF).
Controls
• Why should you never use a home vacuum cleaner to clean a PC?
• ANSWER:
• Because they generate large amounts of static electricity that may damage sensitive
components.
Controls
• What are the principal environmental hazards to consider when installing
PC equipment?
• ANSWER:
• Heat and direct sunlight, excessive dust and liquids, and very low or high humidity.
Equipment should also be installed so as not to pose a topple or trip hazard.
Controls
• When might you need to consult MSDS documentation?
• ANSWER:
• A Material Safety Data Sheet (MSDS) should be read when introducing a new product
or substance to the workplace. Subsequently, you should consult it if there is an
accident involving the substance and when you need to dispose of the substance.
Topic B: Create and Maintain Documentation
Exam Objectives
• 1002-4.1 Compare and contrast best practices associated with types of
documentation.
Equipment Inventory (Slide 1 of 2)
Asset: Hardware and software items found in an organization.
Asset management: A set of policies that includes information
about the financial and contractual specifications of all hardware
and software components present in an organization's inventory.
Radio Frequency ID tag (RFID tag): A tag that can be read by
using a radio transmitter/receiver device.
• Well-documented inventory is crucial:

• All hardware deployed
• Spare systems and components
• Network appliances and infrastructure
• Software
• Asset management database
Equipment Inventory (Slide 2 of 2)
Typical assets:
• Standard and specialty workstations
• Servers
• Connectivity and backup hardware
• Operating system software
• Productivity and application software
• Maintenance utilities
• Backup documentation
• Overall asset inventory
Network Topology Diagrams
Network topology: Physical or logical shape or structure of the
network.
Schematic Block Diagram
Schematic: A simplified representation of a system.
• Show the general placement of equipment and rooms

• Show device and port IDs
• Can represent the logical structure of the network
• Security zones
• VLANs
• Subnets
• Can be drawn manually or compiled automatically
Reference Documentation
• User and Installation manuals

• Internet and web-based resources
• Knowledge bases
• Wikis
• Articles
• Quick reference materials
• Training materials
Incident Documentation
Incident management: A set of practices and procedures that
govern how an organization will respond to an incident in progress.
• Job ID
• Contact
• Priority
• Problem description
• Asset
• Details
• Follow up
• Dates
Organizational Policies
Standard: A measure for evaluating compliance with a policy.
Procedure: Inflexible, step-by-step listing of actions that must be
completed for any given task. Also referred to as Standard
Operating Procedure.
Guidelines: For areas of policy where there are no procedures, or
where it is appropriate to deviate from a specified procedure.
• Enforcement matters! • Password policies

• Personnel management policies: • Acceptable use policy (AUP):
• Recruitment and hiring • Rules of behavior
• Operation • Use of work devices for personal use
• Termination or separation • Use of personal devices at work
Guidelines for Creating and Maintaining Documentation
(Slide 1 of 2)
• Keep accurate records for hardware and software:
• Deployed hardware (complete systems and components).
• Deployed software (applications and OSs).
• Spare hardware (complete systems and components).
• Software that is not currently installed (applications and OSs).
• Use asset tags to track equipment.
• Asset records should be linked to the appropriate vendor documentation.
• Document network components (physical and logical topology).
• Maintain a library of reference documentation, including:
• User and installation manuals.
• Links to Internet and web-based resources.
• Training materials.
Guidelines for Creating and Maintaining Documentation
(Slide 2 of 2)
• Document incidents through the use of standardized incident reports.
• Create and maintain organizational policies, including:
• Personnel management policies.
• Policy for handling confidential information.
• Acceptable use policies.
• Documentation of expectations of privacy.
Activity
Discussing Documentation Creation and Maintenance
Activity 18-2: Discussing Documentation Creation and
Maintenance
• What role do barcodes play in managing inventory?
• ANSWER:
• An inventory is a list of assets. To compile a list of assets, you must be able to identify
each asset. A barcode label is a good way of doing this. You can use a scanner to link
to the asset within the inventory database automatically, avoiding delays and mistakes
that might be made by typing an asset ID.
Maintenance
• What are the two main types of network topology diagrams?
• ANSWER:
• You can create diagrams to show the physical topology or the logical topology. The
physical topology shows the location of cabling and ports plus their bandwidth. The
logical topology shows IP addresses and subnets plus security controls such as
firewalls. There are lots of other types of network topology diagrams, of course, but
physical and logical are the two basic distinctions you can make. It is best practice not
to try to create a diagram that shows both.
Maintenance
• What is the purpose of a KB?
• ANSWER:
• A Knowledge Base (KB) is a reference to assist with installing, configuring, and
troubleshooting hardware and software. A KB might be created by a vendor to support
their products. A company might also create an internal KB, populated with guidelines,
procedures, and information from service tickets.
Maintenance
• What three broad types of incident documentation might a business
require?
• ANSWER:
• Incidents can be categorized as support/troubleshooting, security, and accident
(whether to personnel or to assets). You should also consider the effect compliance
with regulatory or legal requirements has on the documentation that must be kept.
Maintenance
• While you are answering a service call on a computer that is located in a common
area of the office, you come across information showing that some unauthorized
websites have been viewed. The activity has been linked to a particular user
account. What is the appropriate action to take?
• ANSWER:
• This is likely to demonstrate a clear breach of Acceptable Use Policies (AUP) and will be the
subject of disciplinary action by HR. You should not over-assume or over-react, however.
Take care to follow best practices for incident response, such as establishing unambiguous
evidence and documenting the entire incident.
Topic C: Use Basic Change Management Best Practices
Exam Objectives:
• 1002-4.2 Given a scenario, implement basic change management best
practices.
Change Management
Configuration management: The practice of identifying all
component of the ICT infrastructure and their properties.
Change management: The practice of adopting policies to reduce
the risk of infrastructure changes affecting service or operations.
• ITIL configuration management • Documenting changes:

model: • Configuration information
• Service assets • List of patches applied
• CIs • Backup records
• Baselines • Details of suspected breaches
• CMS • Hash result printouts
Documented Business Processes
• Level and degree of documentation varies by organizational needs

• At a minimum:
• Document systems for new employees
• Changes to the systems when an employee leaves
• Document how tasks are completed
• SOPs and work instructions
• Change management documentation
• RFCs
• Change Advisory Board
Process for Instituting Change to Operational Policies
and Procedures
• Implementation of changes should be carefully planned
• Organizations should attempt a trial implementation for major changes
• Create a rollback or remediation plan
• Schedule changes to have minimal impact on workflow
• After the change is implemented, assess its impact
• Review the process and document the outcomes
• Can be used to improve the process for future change management projects
Guidelines for Using Change Management Best Practices
(Slide 1 of 2)
• Create a separate document for each item:
• Describe its initial state
• Identify all subsequent changes
• ITIL configuration management includes documenting:
• Service assets
• CIs
• Configuration Management Database (CMDB)
• Baselines
• Configuration Management System
• Use RFCs to document the need or desire for a change.
• RFCs should be considered at the appropriate level and affected stakeholders should
be notified.
Guidelines for Using Change Management Best Practices
(Slide 2 of 2)
• Major or significant changes:
• Could be managed as a separate project.
• Might require approval through a Change Advisory Board.
• Follow documented SOPs and Work Instructions.
• Implementation of changes should be carefully planned.
• How will the change affect dependent components?
• For most significant or major changes, use trial implementations.
• Always have a rollback (or remediation) plan.
• Schedule changes to minimize system downtime.
• When the change has been implemented:
• Assess its impact, and review the process to identify any outcomes that could help
future change management projects.
Activity
Discussing Change Management Best Practices
Activity 18-3: Discussing Change Management Best
Practices
• Why are documented business processes essential for effective change
management?
• ANSWER:
• Without documented processes, you do not have a means of measuring or specifying
the effects of change. Of course, you could be introducing a change to start using
documented business processes! But from that point, any project can be measured
and evaluated by the changes it makes to documented procedures. Changes that are
supported by documented procedures can also be communicated more clearly to
staff.
Practices
• What are the main components of an RFC?
• ANSWER:
• A Request for Change (RFC) sets out the purpose and scope of the proposed change
and a documented plan for carrying out the change. Ideally, it should perform a risk
analysis of both performing the change and not performing the requested change. It
should state the measures by which the change can be judged to have been
completed successfully. Ideally, it would also include a backout plan for reversing the
change.
Practices
• What is a change board?
• ANSWER:
• A change board is a committee of stakeholders who can approve the planned change.
Topic D: Implement Disaster Prevention and Recovery
Methods
Exam Objectives:
• 1002-4.3 Given a scenario, implement basic disaster prevention and
recovery methods.
Disaster Prevention and Recovery
Disaster Recovery Plan (DRP): A documented and resourced
plan showing actions and responsibilities to be used in response to
critical incidents.
• Identify scenarios for natural and man-made disasters and options for
protecting systems.
• Identify tasks, resources, and responsibilities for responding to a disaster.
• Train staff in the disaster planning procedures and how to react well to change.
Data Backup and Restoration (Slide 1 of 4)
Data backup: A system maintenance task that enables you to store
copies of critical data for safekeeping.
Data restoration: A system recovery task that enables you to access
and restore the backed-up data.
• Create data backups by:

• Copying files and folders to local or network locations.
• Using dedicated backup software and hardware.
• Levels:
• File
• Image
• Critical applications
• When you use cloud storage, the service provider does the backups.
Backup management:
• Plan execution and frequency of backups.
• Identify the recovery window via business continuity planning.
• Long- and short-term
retention.
Backup types
Type Data Selection Backup/Restore Archive/Attribute
Time
Full All selected data no matter High/low (one Cleared
when it was previously media set)
backed up
Incremen New files and files modified Low/high (multiple Cleared
•talUsing a full
since last
daily backup
backup sets)
means that only one media set is needed to restore
the system.
Differenti All data modified since the Moderate/moderat Not cleared
•al Using an last full backup
incremental e (no
backup means that moreless
it takes than 2 to back up, but you
time
might need to restore several media setssets)
for full recovery.
• Using a differential backup means the time needed for restoring and backing
up is roughly equal.
Recovery images
• Windows computers come with a recovery image, but the image does not get
updated unless you do it.
• Custom recovery image should contain current OS state plus all desktop apps
installed at the boot partition.
• Any changes to apps or configuration requires a new recovery image to be
created.
• Use recovery images to restore a PC’s or VM’s functionality (OS and apps).
• Use file-level backups to restore user profile information and data.
Backup Testing
• Try restoring some of the backed-up data into a test directory.

• Make sure you don't overwrite any data when testing.
• Configure the backup software to verify after it writes
• Verify that the backup contains all the required files.
• Test backup devices and media on a regular basis.
Off-site and Local Storage (Slide 1 of 2)
• Backups are usually stored offsite.

• In case of disaster at the server, the backup media is not lost as well.
• Safety deposit box or with a firm that specializes in securely storing backups.
• Keep a backup set on site for instant access
• In case of accidentally deleted or corrupted files.
• Consider using a fire-proof safe.
• Environmental considerations must be taken into account.
• Do not store backups where there is high heat or humidity.
• Do not store backups near magnetic equipment.
Off-site and Local Storage (Slide 2 of 2)
Backup storage security:

• Authentication of users and backup clients to the backup server.
• Role based access control lists for all backup and recovery operations.
• Data encryption options for both backup transmission and storage.
• Backup of remote clients to a centralized location behind firewalls.
• Default data storage locations must be standardized.
• Create a policy that defines where documents are backed up from.
• Use segregation of duties enforced by policy for all personnel handling backup
data.
• Document all access, testing, backup, and restore cycles.
Account Recovery
• Different things can happen to prevent logon.

• Mistyped or forgotten password.
• Error processing smart card or biometric credentials.
• Many systems support account recovery through the use of challenge
questions.
• If account recovery methods don’t work, you might need to re-create the
account.
• You will need to import backed-up data to the new account.
• You will also need to reconfigure file permissions and group memberships.
Guidelines for Implementing Disaster Recovery and
Prevention Methods (Slide 1 of 2)
• A DRP should:
• Identify scenarios for natural and man-made disaster.
• Identify options for protecting systems.
• Identify tasks, resources, and responsibilities for responding to a disaster.
• Train staff in the disaster response procedures and how to react to change.
• Perform backups of data and configuration files on a regular basis.
• Determine the frequency of backups.
• Determine short-term and long-term data retention needs.
• Determine if you need to perform full, incremental, or differential backups.
• Create custom recovery images for restoring PCs and VMs.
Guidelines for Implementing Disaster Recovery and
Prevention Methods (Slide 2 of 2)
• Remember, restoring data from backup provides data that is only as current as
the last backup.
• Test backups after they are created.
• Determine where backups will be stored both locally and offsite.
• Document the account recovery methods that will be needed for any systems,
applications, or websites used by the organization.
Activity
Discussing Disaster Prevention and Recovery
Activity 18-4: Discussing Disaster Prevention and
Recovery
• At which general levels are backups made to facilitate disaster recovery?
• ANSWER:
• Backup levels include file, image, and critical application. File level backups allow
restoration of user-generated data files in a shared folder or user profile. An image-
level backup records a whole installation (OS, third-party software and drivers, and
custom settings). This can be used to reinstall a computer or recover a Virtual
Machine (VM). A critical application backup saves data and settings kept by a specific
software product. This is likely to involve some sort of database backup.
Recovery
• What tests can you perform to ensure the integrity of backup settings and
media?
• ANSWER:
• You can perform a test restore and validate the files. You can run an integrity check on
the media, such as using chkdsk on a hard drive used for backup. Backup software
can often be configured to perform an integrity check on each file during a backup
operation. You can also perform an audit of files included in a backup against a list of
source files to ensure that everything has been included.
Recovery
• For which backup/restore issue is a cloud-based backup service an
effective solution?
• ANSWER:
• The issue of provisioning an offsite copy of a backup. Cloud storage can also provide
extra capacity.
Recovery
• What provisions can you make for account recovery?
• ANSWER:
• You might implement a password recovery mechanism for users who have forgotten a password,
though this mechanism can itself represent a security risk. You should ensure that profile data is
backed up so that it can be restored in the event of file corruption or damage to a disk. If a profile
cannot be restored, the account would have to be recreated. This means that the account will have
to be reassigned security group memberships and permissions. This is easier if the allocation of
those permissions has been well documented in the first place. There may also need to be some
provision for configuring a recovery key to restore encrypted data.
Activity
Configuring Windows Backup
Topic E: Basic Scripting Concepts
Exam Objectives:
• 1002-4.8 Identify the basics of scripting.
Script Files
Script file: A text document containing OS commands or
instructions from a scripting language.
Scripting language: A programming language that is not compiled,
and must be run within a particular environment.
• You may need a command interpreter to execute the script.

• You can open scripts in text editors or IDEs.
• IDEs are designed to support scripting
• Autocomplete
• Debugging tools
Scripting Languages (Slide 1 of 7)
• Types of instruction sets:

• Compiled programs (CPU performs instructions)
• Scripts (OS or command interpreter performs instructions)
• File extensions differ for each scripting language:
• Windows batch file: .bat
• PowerShell script: .ps1
• Linux shell script: .sh
• VBScript file: .vbs
• JavaScript file: .js
• Python script: .py
• Scripts often used for smaller, repetitive tasks
Batch files
• Stored in a .BAT file
• Usually run end to end
• Limited branching
• Limited user input
Windows PowerShell
• Perform administrative
tasks
• Can use PowerShell ISE
Linux shell scripts:

• Equivalent of batch files
• Starts with a line to designate the interpreter
• Automates commands for:
• System administration
• Troubleshooting
• Simple applications
• Manipulation of text or files
VBScript:
• Used for administrative tasks
• Run from command line
or Windows GUI
• Must run within host
environment
• Internet Explorer
• IIS
• Windows Script Host
(WSH)
JavaScript:
• Used for interactive web-based
content and web apps
• Automatically executed by
placing the script in web page
HTML code
Python:
• General purpose programming
language
• Designed to be easy to read and
program
• Code runs in an interpreter
• Windows default is CPython
Basic Script Constructs
• Each script language has its own structure and syntax.

• Similarities occur, but using the correct syntax for a particular language
decreases the chances of errors.
Comment Syntax
Scripting Language Comment Syntax

Windows batch file Rem Comment text is added here
Or
:: Comment text is added here
PowerShell script # Comment text is added here
Bash shell script # Comment text is added here
VBScript ‘ Comment text is added here
JavaScript // Comment text is added here
Python # Comment text is added here
Identifiers
Identifier: A computer programming component used to access

program elements such as a stored value.
• Labels for program components.

• Identifiers that store data are either variables or constants.
• Variables contain values that can change during program execution.
• Constants contain values that do not change during program execution.
Environment Variables
Environment variable: A storage location in the OS command
shell.
• Shell recognizes some variables and replaces with correct path.

• Common environment variables include:
• %SystemDrive%—for example, "C:"
• %SystemRoot%—for example, "C:\Windows“
• %UserName%—for example, "George“
• %HomeDrive%—for example, "C:“
• %HomePath%—for example, "\Users\George“
• View Windows environment variables with the set command or through System
Properties→Advanced.
• View Linux environment variables with the printenv or env command.
Branches and Loops
Branch: A programming technique used to control flow based on a
logical condition and implemented with if or goto statements.
Loop: A programming technique used to repeat a task until a logical
condition is met and implemented with for or while statements.
• Most scripts run from top to bottom unless you specify otherwise.
• You can specify logical conditions to change the order of execution.
• Branches provide flow control
• Loops provide repetition
• Comparison operators help define the condition.
• Logical operators enable testing multiple conditions simultaneously.
Basic Data Types (Slide 1 of 2)
Data Type Description
Integers • Whole numbers.
• For example: 5, 21, or 65536.
• An integer data type consumes 1 to 8 bytes of computer
storage.
Floating Point • Supports decimal fractions such as 4.1, 26.4, or 5.62.
Numbers • Consumes between 4 and 8 bytes of storage.
• Can store a whole number too (4.0, for instance).
Boolean Values • Indicates that something is either TRUE or FALSE (with a
1 or 0).
• Consumes a single bit of storage.
Characters • A single textual character.
• For example: a, D, 7, $, @, #.
• These consume one byte of storage.
Basic Data Types (Slide 2 of 2)
Escape character: A character used to allow alternate use of a

reserved character within a particular programming language.
Scripting Language Escape Character
Batch file %%
PowerShell There are different escape characters for different
circumstances.
--%
`
\
VBScript • To escape a single quote, enter two single quotes: ''
• To escape a double quote, enter two double quotes: ""
• Use the Escape(charString) function
Activity
Discussing Scripting
Activity 18-6: Discussing Scripting
• What is the file extension for Python script files?
• ANSWER:
• .py.
• Which batch or scripting language is represented here?
• ANSWER:
• VBScript.
• What are the characteristics of a variable?
• ANSWER:
• A variable is a construct within programming code for some sort of value that can
change during the execution of the script. The variable must be given a name. A
variable also has a data type, such as string or integer. The data type can be explicitly
declared or set when the variable is initialized (given its first value). It is good
programming practice to declare variables before they are used.
• What command can you use to define an environment variable?
• ANSWER:
• In Windows, environment variables are defined using set. In Linux, there are not only
environment variables (env and printenv), but also variables specific to the current
shell. Shell variables are configured with set. The syntax of set is different between
Windows and Linux
• What type of script construct is "For ... Next" an example of?
• ANSWER:
• The For ... Next statement is one kind of loop. The script will execute statements
within the loop repetitively until a logical condition is met.
• What is a string?
• ANSWER:
• A string is a data type that represents a series of text characters.
Activity
Using Windows PowerShell
Topic F: Professionalism and Communication
Exam Objectives:
• 1002-4.7 Given a scenario, use proper communication techniques and
professionalism.
Customer Service Attitude
• Be a good communicator:
• Competent technicians with poor communication skills do not impress customers
• Customers are any users or clients of a support service
• Good customer service:
• Be positive
• Be clear, concise, and direct
• Be consistent, fair, and respectful
Communication Skills
• Use proper language.

• Avoid the use of jargon, acronyms, and slang when applicable.
• Actively listen to the customer.
• Avoid interrupting.
• Use open and closed questions to
elicit information.
• Provide feedback to gain rapport.
• Avoid implying blame or responsibility.
Professionalism (Slide 1 of 3)
• Proper documentation helps you set realistic expectations.
• Contact information
• Hours of operation
• Items that are supported
• How long to resolve incidents
• When an item will be replaced rather than repaired
• Problem management
• Clarify customer expectations of what will
be done and when
• Address customer concerns about cost or
impact on business processes
• Your constraints regarding time, parts, costs,
contractual obligations, etc.
• Reach a course of action that is realistic and
achievable
• Use a ticketing system to support proper documentation of all support requests.
• Use proper spelling and grammar.
• Be clear in case others need to use
the information to resolve the issue.
• Be aware that the customer might
receive the contents of the ticket.
• Strive for resolution in one service call.

• When this is not possible, manage customer expectations.
• When the issue is resolved, communicate the general cause and solution to the
customer and thank them for their assistance.
• Prioritize your work.
• Be punctual and accountable.
• Be flexible, and seek compromise when necessary.
Respect
• Avoid distractions during a service call:
• Don’t take personal calls or use texting
• Don’t post on social media
• Be respectful of property and confidentiality:
• Don’t use customer equipment or services without permission
• Don’t help yourself to food or drink, and don’t snoop
• Ask before using the restroom
• Notify customers if confidential materials are in sight so they can deal with them
• Maintain a tidy work environment
• Be culturally sensitive:
• Don’t make assumptions
• If language or accents are making things difficult:
• Use questions, summaries, restatements
• Use visual aids or demonstrations
Customer Complaints
• Maintain a positive attitude
• Be accurate and honest
• When dealing with a difficult customer:
• Identify signs that a customer is becoming angry
• Don’t take complaints personally
• Listen and let the customer explain the
problem
• Hang up if the customer is abusive or
threatening
• Issue a caution first
• Warn them about their behavior
• End the call if they don’t act reasonably
• Be professional
Guidelines for Communicating with Customers (Slide 1
of 2)
• Use proper language:
• Avoid jargon, acronyms, and slang, whenever possible.
• Maintain a positive attitude and project confidence.
• Actively listen, take notes, and avoid interrupting the customer.
• Be culturally sensitive.
• Use appropriate professional titles, when applicable.
• Be on time, and if you will be late, be sure to contact the customer.
• Avoid distractions.
Guidelines for Communicating with Customers (Slide 2
of 2)
• When dealing with difficult customers or situations:
• Do not argue with customers or be defensive.
• Avoid dismissing customer problems.
• Avoid being judgmental.
• Clarify customer statements.
• Do not disclose experiences via social media outlets.
• Set and meet expectations, adhere to the prescribed timeline, and
communicate status with the customer.
• If necessary, offer different repair or replacement options.
• Provide proper documentation on the services provided.
• Follow up with customers and users at a later date to verify satisfaction.
• Deal appropriately with customers’ confidential and private materials.
Activity
Discussing Customer Service and Communication Skills
Activity 18-8: Discussing Customer Service and
• How would you cope with a user who is struggling to explain the problem
that they are experiencing?
• ANSWER:
• Use closed questions that allow the user to give simple yes or no answers.
• You have received an off-site service call to service a network printer at a customer
location. When you arrive, the user is at the printer and starts talking about how the
printer is not working properly, and he cannot get his reports handed in on time.
How should you approach this user?
• ANSWER:
• Demonstrate empathy with the customer's situation and use active listening skills to show
that you understand the importance of the issue and make the customer confident that you
can help. Then use closed questioning techniques to start to diagnose the problem.
• How would you deal with a customer who is becoming abusive because
you have taken three separate calls to deal with their problem?
• ANSWER:
• Explain why the problem is taking so long to resolve, and get them to focus on helping
you, rather than hindering you. If the abuse continues, warn them that it cannot be
tolerated and that you will have to end the call if it persists.
• You are trying to troubleshoot a problem over the phone and need to get
advice from your manager. How should you handle this with the
customer?
• ANSWER:
• Advise them that you will put them on hold while you speak to someone else or
arrange to call them back.
• You are troubleshooting a print problem, which turned out to be caused
by user error. The user is not confident that the problem is solved and
wants more reassurance. You have already explained what the user was
doing wrong in some detail. What should you do?
• ANSWER:
• Run through the print process step-by-step to show that it works. It is very important to
get a customer's acceptance that a problem is "closed."
• A user known to your department as a "frequent flyer" with regard to
support requests calls in with a genuine but non-urgent problem. You are
in the middle of another important job that is urgent. What would be the
best approach?
• ANSWER:
• Confirm that the problem is not impacting their work and get them to email a support
request, which you will attend to within 48 hours.
• What should you be wary of if a customer phones in with a problem you
think you have solved already?
• ANSWER:
• Do not assume—allow the customer to describe the problem fully then make a proper
assessment.
• You are working on the training documentation for new A+ technicians in
the organization. What should you include for dealing with difficult
customers or situations?
• ANSWER:
• Answers will vary, but might include the following. Do not argue with customers and/or
be defensive. Avoid dismissing customer problems and do not be judgmental. Try to
calm the customer and move the support call towards positive troubleshooting
diagnosis and activity, emphasizing a collaborative approach. Do not disclose
experiences via social media outlets.
1. Which of the best practices discussed in this lesson apply in your workplace?
2. How do you think the scripting concepts discussed in this lesson will help you at
your workplace?

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CompTIA A+ Essentials

220-1001 (Core 1) + 220-1002 (Core 2)

• Identify Common Operating Systems

• Enables hardware, software, and users to communicate.

Market Section Description

NOS OS designed to run on servers on business networks.

• Running applications on different operating systems is not always a solution.

• Editions for different markets

Domain network: A group of computers which share a common

• Ability to join a domain

Windows Media Center: An obsolete program included with

• All versions and editions are available as 32-bit or 64-bit software.

Windows 10 Windows 10 Windows 10 Windows 10

64-bit memory 128 GB 2 TB 2 TB 6 TB

Windows 8 Windows 8 Windows 8

64-bit memory 128 GB 512 GB 512 GB

Windows 7 Windows 7 Windows 7

64-bit memory 8 GB 16 GB 192 GB 192 GB 192 GB

End of life system: A system that is no longer supported by the

• No more security updates.

• Apple Mac OS, OS X, and macOS.

Chrome OS: Proprietary OS developed by Google.

• In terms of system hardware, what is the main advantage of a 64-bit

• The process of problem-solving.

1. Identify the problem.

• Soft skills can be as important as technical skills.

• Perform a physical inspection.

• Diagnose problems by identifying symptoms.

• Confer with colleagues and others when you are stuck.

• Three possible solutions for most IT problems:

Discussing Troubleshooting Methodology

• If you have to open the system case to troubleshoot a computer, what

• Why does it help to categorize a problem when troubleshooting?

• What should you do if you cannot determine the cause of a problem?

• You think you have discovered the solution to a problem in a product

• After applying a troubleshooting repair, replacement, or upgrade, what

• Windows 7 Control Panel:

Windows Settings: An app for configuring and managing the

User account: A logon ID used to access a Windows computer.

• Protection through authentication.

• Windows 7 User Accounts applet

• Windows 8 and 10 use Windows

UAC: (User Account Control) Windows security system to restrict

• Secure Desktop Mode:

• Instant Search box and Run command

• Some commands require elevated privileges.

• Command syntax: command /switches arguments

Discussing Windows Features and Tools

• True or false? Each version of Windows has an Administrative Tools

• When would you use the mmc command?

• What tasks would you perform using the regedit tool?

Using Windows Features and Tools

System files: The files necessary for the operating system to

• System files and folders in a typical Windows installation:

• Needed to view, create, modify, and delete files

• Windows 7 General tab provides options

• Windows 7 View tab controls how files

• Windows 10 View menu provides similar functionality.