Introduction
Part I: Core 1
Chapter 1 Mobile Devices
“Do I Know This Already?” Quiz 3
Foundation Topics 6
Installing and Configuring Laptop Hardware and Components 6
Laptop Access 6
Keyboard 9
Hard Drive Storage 11
HDD/SSD Migration 14
Memory 14
Mini PCIe 17
Wireless Card 18
USB Travel Routers and Wireless WAN Cards 20
Battery 20
Physical Privacy and Security Components 22
Display Components of Mobile Devices 23
Display Components 23
Screens 23
Wi-Fi Antenna Connector/Placement 25
Webcam 25
Microphone 26
Inverter 26
Touchscreen/Digitizer 26
Setting Up and Configuring Accessories and Ports of Mobile Devices 27
Connection Methods: Wired 27
Connection Types: Wireless 29
Accessories 30
Docking Station 31
Port Replicator 33
Configuring Basic Mobile Device Network Connectivity and Application Support 33
Wireless/Cellular Data Network Connectivity for Mobile Devices 33
Bluetooth 40
GPS and Cellular Location Services 44
Mobile Device Management (MDM) 45
Mobile Application Management (MAM) 45
Mobile Device Synchronization 45
Exam Preparation Tasks 48
Chapter 2 Networking 55
“Do I Know This Already?” Quiz 55
Foundation Topics 60
TCP and UDP Ports, Protocols, and Their Purposes 60
FTP 61
SSH 62
Telnet 62
SMTP 63
DNS 63
DHCP 63
HTTP/HTTPS 64
POP3 64
NetBIOS/NetBT 64
IMAP 65
SNMP 65
LDAP 65
SMB/CIFS 65
RDP 66
TCP vs. UDP 66
Networking Hardware 67
Router 67
Switch 68
Wireless Access Point 69
Patch Panel 70
Firewall 70
Power over Ethernet 70
Hub 71
Modems: Cable and DSL 71
Optical Network Terminal (ONT) 72
Network Interface Card 72
Software-Defined Networking 72
Compare and Contrast Wireless Networking Protocols 73
Frequencies 73
Channels 75
Bluetooth 76
Wi-Fi Standards 78
Long-Range Fixed Wireless 80
NFC 81
RFID 81
Services Provided by Networked Hosts 82
DNS Server 82
DHCP Server 82
File Server 82
Print Server 83
Mail Server 83
Syslog Server 83
Web Server 83
Authentication, Authorization, and Accounting (AAA) Server 84
Internet Appliances 84
Legacy and Embedded Systems 86
Internet of Things (IoT) Devices 87
Install and Configure a Basic Wired/Wireless SOHO Network 89
IP Addressing 89
IP Addressing 99
NIC Configuration 100
End-User Device Configuration 101
Cable/DSL Modem 101
Network Configuration Concepts 101
DNS 101
DHCP 102
VLAN 103
VPN 103
Internet Connection Types, Network Types, and Their Features 104
Internet Connection Types 104
Network Types 112
Using Networking Tools 114
Cutting Tool 114
Cable Stripper 115
Crimper 115
Punchdown Tool 116
Multimeter 116
Toner Probe 117
Cable Tester 118
Loopback Plug 119
Wi-Fi Analyzer 119
Network Tap 120
Exam Preparation Tasks 121
Chapter 3 Hardware 131
“Do I Know This Already?” Quiz 131
Foundation Topics 136
Basic Cable Types 136
Network Cables 136
Video Cables 145
Peripheral Cables 150
Peripheral Cables: Serial 160
Hard Drive Cables 161
Adapters 163
Connector Types 165
Installing RAM Types 166
Virtual RAM 168
SODIMM Memory 169
DDR3 SDRAM 170
DDR4 SDRAM 170
DDR5 SDRAM: The Current Standard 170
Single Channel 172
Dual Channel 172
Triple Channel 173
Quad Channel 173
Parity vs. Nonparity 173
Installing Memory 175
Installing Storage Devices 178
Optical Drives 179
Hard Drives 182
Magnetic Hard Disk Drives 188
Hybrid Drives 190
Flash Drives/Memory Cards 190
Storage Device Configurations 194
Installing Motherboards, CPUs, and Add-on Cards 201
Motherboard Form Factors 201
Motherboard Connector Types 205
Motherboard Compatibility 210
Basic Input/Output System (BIOS)/Unified Extensible Firmware Interface (UEFI) Settings 218
Encryption 235
CPU Architecture 237
CPU Cores: Single Core and Multicore 238
Multithreading 239
Virtualization Support 240
CPU Speeds 240
Expansion Cards 241
Cooling Mechanisms 255
Power Supplies 259
Power Supply Ratings 261
Input 115V vs. 220V Multivoltage Power Supplies 263
20-Pin-to-24-Pin Motherboard Adapter 265
Output 3.3V vs. 5V vs. 12V 267
Redundant Power Supply 268
Modular Power Supply 269
Multifunction Devices/Printers and Settings 271
Unboxing a Device/Setup Location Considerations 272
Appropriate Drivers for the Office Environment 272
Configuration Settings 272
Public/Shared Devices 273
Using Public and Shared Devices 277
Network Scan Services 279
Print Technologies 280
Laser Printers 280
Inkjet Printers 288
Thermal Printers 295
Impact Printers 298
3D Printers 302
Exam Preparation Tasks 305
Chapter 4 Virtualization and Cloud Computing 323
“Do I Know This Already?” Quiz 324
Foundation Topics 327
Common Cloud Models 327
IaaS 327
SaaS 327
PaaS 329
Public vs. Private vs. Hybrid vs. Community 329
Cloud Characteristics 330
Desktop Virtualization 333
Client-Side Virtualization Overview 334
Host/Guest Virtualization 335
Purpose of Virtual Machines 336
Resource Requirements 338
Security Requirements 339
Exam Preparation Tasks 341
Chapter 5 Hardware and Network Troubleshooting 347
“Do I Know This Already?” Quiz 347
Foundation Topics 353
Troubleshooting Methodology 353
Troubleshooting Motherboard, RAM, CPU, and Power Issues 355
POST Code Beeps 355
Proprietary Crash Screens (BSOD/Pinwheel) 357
Black Screen 361
No Power 364
Overheating 364
No Power 370
Sluggish Performance 371
Overheating 372
Burning Smells 372
Intermittent Shutdown 375
Application Crashes 376
Grinding Noise 378
Capacitor Swelling 378
Inaccurate System Date/Time 379
Troubleshooting Storage Drives and RAID Arrays 381
Light-Emitting Diode (LED) Status Indicators 381
Read/Write Failure 382
Slow Performance 382
Grinding and Clicking Noises 384
Failure to Boot 385
Bootable Device Not Found 385
Data Loss/Corruption 387
RAID Failure 388
S.M.A.R.T. Failure 388
Extended Read/Write Times 389
Input/Output Operations per Second (IOPS) 390
Missing Drives in OS 390
Troubleshooting Video, Projector, and Display Issues 392
Incorrect Data Source 392
Physical Cabling Issues 393
Burned-Out Bulb 393
Intermittent Projector Shutdown 394
Dead Pixels 394
Incorrect Color Display 395
Dim Image 395
Flashing Screen 396
Fuzzy or Distorted Image 396
Display Burn-in 397
Audio Issues 398
Mobile Device Troubleshooting 398
Poor Battery Health and Improper Charging 399
Swollen Battery 400
Broken Screen 400
Poor/No Connectivity 401
Liquid Damage 401
Overheating 402
Digitizer Issues 403
Nonresponsive Touchscreen 403
Physically Damaged Ports 403
Malware 404
Cursor Drift/Touch Calibration 404
Printer Troubleshooting 404
Lines Down the Printed Pages 405
Faded Prints 406
Double/Echo Images on the Print 407
Toner Not Fusing to the Paper 407
Incorrect Paper Size 407
Paper Not Feeding 408
Paper Jams 408
Multipage Misfeed 409
Garbled Print 409
Vertical Lines on Page 410
Multiple Prints Pending in a Queue 410
Speckling on Printed Pages 411
Incorrect Chroma Display 412
Grinding Noise 413
Finishing Issues 414
Incorrect Page Orientation 414
Print Logs 415
Network Troubleshooting 417
No Connectivity 417
External Interference and Intermittent Wireless Connectivity 417
Slow Network Speeds 418
Limited Connectivity 418
Latency and Jitter 419
Poor Voice over Internet Protocol (VoIP) Quality 420
Port Flapping 420
Exam Preparation Tasks 421
Part II: Core 2
Chapter 6 Operating Systems 431
“Do I Know This Already?” Quiz 431
Foundation Topics 435
Basic Features of Microsoft Windows Editions 435
Windows 10 Editions 435
Feature Differences 436
Microsoft Command-Line Tools 438
Starting a Command Prompt Session with Windows PowerShell 438
Commands Available with Standard Privileges vs. Administrative Privileges 439
Windows Command-Line Commands 440
Microsoft Windows 10 Operating System (OS) Features and Tools 451
Task Manager 451
Microsoft Management Console (MMC) Snap-in 452
Additional Tools 463
Windows 10 Control Panel Utilities 471
Starting Control Panel 471
Internet Options 471
User Accounts 473
Device Manager 474
Indexing Options 474
Administrative Tools 474
File Explorer Options 474
Power Options 476
Ease of Access 479
Windows Settings 480
Time and Language 481
Update and Security 481
Personalization 481
Apps 482
Privacy 482
System 482
Devices 483
Network and Internet 483
Gaming 483
Accounts 484
Microsoft Windows Networking Features on a Client/Desktop 484
Workgroup vs. Domain Setup 484
Printer Sharing vs. Network Printer Mapping 489
Local OS Firewall Settings 489
Client Network Configuration 491
Establish Networking Connections 494
Proxy Settings 497
Public Network vs. Private Network 498
File Explorer Navigation: Network Paths 499
Metered Connections and Limitations 500
Installation and Configuration Concepts 500
System Requirements for Applications 501
OS Requirements for Applications 506
Distribution Methods 507
Other Considerations for New Applications 507
Understanding Common OS Types 508
Workstation OSs 509
Cellphone/Tablet Operating Systems 511
Various File System Types 514
Vendor Life-Cycle Limitations 517
Vendor-Specific Limitations/Compatibility Concerns Between OSs 518
OS Installations and Upgrades in a Diverse OS Environment 518
Boot Methods 518
Types of Installations 520
Partitioning Methods 527
Formatting 530
Upgrade Considerations 530
Common Features and Tools of the macOS/Desktop OS 534
Installation and Uninstallation of Applications 534
Apple ID and Corporate Restrictions 536
Best Practices 536
System Preferences 540
Features 542
Disk Utility 544
FileVault 545
Terminal 545
Force Quit 545
Common Features and Tools of the Linux Client/Desktop OS 546
Common Linux Commands 546
Best Practices 553
Tools 555
Exam Preparation Tasks 557
Chapter 7 Security 569
“Do I Know This Already?” Quiz 570
Foundation Topics 573
Security Measures 573
Physical Security 573
Physical Security for Staff 576
Privacy Screen 578
Logical Security Concepts 578
Mobile Device Management 580
Active Directory 581
Wireless Security Protocols and Authentication 582
Protocols and Encryption 582
Authentication 583
Malware Removal and Prevention 584
Malware 584
Tools and Methods 587
Social Engineering Threats and Vulnerabilities 590
Social Engineering 590
Threats 593
Vulnerabilities 596
Microsoft Windows OS Security Settings 597
Defender Antivirus 597
Firewall 597
Access Control 600
Security Best Practices to Secure a Workstation 608
Data-at-Rest Encryption 608
Password Best Practices 608
End-User Best Practices 611
Account Management 612
Changing Default Usernames and Passwords 612
Disabling Autorun/AutoPlay 612
Securing Mobile Devices 615
Screen Locks 615
Remote Wipes 617
Locator Applications 617
Remote Backup Applications 617
Failed Login Attempts Restrictions 618
Antivirus/Anti-malware 618
Patches and OS Updates 618
Biometric Authentication 619
Full-Device Encryption 619
Firewalls 619
Policies and Procedures 619
Data Destruction and Disposal 621
Physical Destruction Methods 621
Recycling or Repurposing Best Practices 622
Outsourcing Concepts 623
Configuring Security on SOHO Networks 623
Home Router Settings 623
Wireless-Specific Security 626
Firewall Settings 628
Port Forwarding/Mapping 629
Disabling Ports 630
Configuring Browser and Relevant Security Settings 630
Browser Download and Installation 630
Extensions and Plug-ins 632
Password Managers 633
Secure Connection/Sites—Valid Certificates 633
Settings 634
Exam Preparation Tasks 639
Chapter 8 Software Troubleshooting 647
“Do I Know This Already?” Quiz 647
Foundation Topics 650
Troubleshooting Common Windows OS Problems 650
Common Symptoms 650
Common Troubleshooting Steps 662
Troubleshooting Common PC Security Issues 664
Common Symptoms 664
Browser-Related Symptoms 666
Best Practice Procedures for Malware Removal 667
Troubleshoot Common Mobile OS and Application Issues 668
Troubleshoot Common Mobile OS and Application Security Issues 670
Security Concerns 670
Common Symptoms 672
Exam Preparation Tasks 675
Chapter 9 Operational Procedures 681
“Do I Know This Already?” Quiz 681
Foundation Topics 686
Best Practices and Documentation 686
Ticketing Systems 686
Asset Management 688
Types of Documents 689
Knowledge Base and Articles 692
Change Management 693
Documented Business Processes and Practices 693
Change Management 694
Change Board Approvals 696
Workstation Backup and Recovery Methods 697
Backup and Recovery 697
Backup Testing 698
Account Recovery Options 698
Backup Rotation Schemes 700
Explain Common Safety Procedures 704
Equipment Grounding/Proper Power Handling 705
Proper Component Handling and Storage 707
Compliance with Local Government Regulations 712
Personal Safety 713
Environmental Impacts and Appropriate Controls 715
Material Safety Data Sheet (MSDS) 715
Toxic Waste Handling/Disposal 717
Temperature and Humidity Level Awareness and Proper Ventilation 718
Power Surges, Under-voltage Events, and Power Failures 719
Addressing Prohibited Content/Activity and Privacy, Licensing, and Policy Concepts 721
Incident Response 722
Licensing/Digital Rights Management (DRM)/End-User License Agreement (EULA) 723
DRM 724
EULA 724
Understanding Open Source and Commercial Licenses 724
Personal vs. Enterprise Licenses 725
Valid Licenses and Non-expired Licenses 726
Regulated Data 726
Communication Techniques and Professionalism 727
Professional Appearance and Attire 727
Use Proper Language and Avoid Jargon, Acronyms, and Slang When Applicable 728
Maintain a Positive Attitude/Project Confidence 728
Actively Listen, Take Notes, and Avoid Interrupting the Customer 728
Be Culturally Sensitive 728
Be on Time 729
Avoid Distractions 729
Dealing with Difficult Customers or Situations 729
Set and Meet Expectations/Timeline and Communicate Status with the Customer 730
Dealing Appropriately with Customers' Confidential and Private Materials 730
Scripting Basics 730
Script File Types 731
Use Cases for Scripting 732
Other Scripting Considerations 733
Remote Access Technologies 734
Methods/Tools 734
RDP 735
VPN 735
Virtual Network Computing 736
SSH 736
Remote Monitoring and Management 736
Microsoft Remote Assistance 736
Third-Party Tools 736
Security Considerations of Each Access Method 738
Exam Preparation Tasks 739
Part III: Final Preparation
Chapter 10 Final Preparation 747
Exam Information 748
Core 1 (220-1101) Exam Domains and Objectives 750
Core 2 (220-1102) Exam Domains and Objectives 750
Getting Ready 750
Tools for Final Preparation 751
Pearson Cert Practice Test Engine and Questions on the Website 752
Customizing Your Exams 753
Updating Your Exams 754
Memory Tables 755
Chapter-Ending Review Tools 756
Suggested Plan for Final Review/Study 756
Summary 756
Appendix A Answers to the “Do I Know This Already?” Quizzes and Review Questions 757
Appendix BCompTIA A+ Core 1 (220-1101) and Core 2 (220-1102) Cert Guide Exam Updates 783
Glossary 785
Online Only Elements
Appendix C Memory Tables
Appendix D Memory Tables Answer Key
Appendix E Study Planner
Glossary
9780137675944 TOC 8/18/2022
