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CompTIA A+ Exam Prep (Exams A+ Essentials, 220-602, 220-603, 220-604)

Book Description

This book covers every skill measured by the latest A+ Exams including:

  • Understanding all essential PC terminology, concepts, internal components, and peripherals

  • Installing, upgrading, configuring, and optimizing PC components

  • Troubleshooting hardware and performing essential preventive maintenance

  • Mastering today’s best practices for professionalism and client communications

  • Managing storage, printers, and scanners

  • Maintaining laptops and other portable devices

  • Performing advanced component installation, upgrade, and troubleshooting

  • Installing, upgrading, repairing, and optimizing all Windows operating systems covered on the A+ exams

  • Securing PCs and safeguarding their contents against data loss

  • Setting up networks and troubleshooting network connectivity issues

  • Understanding and managing computer-related safety and environmental issues

  • WRITTEN BY A LEADING A+ EXPERT

    Charles J. Brooks is currently co-owner and vice president of Educational Technologies Group Inc., as well as co-owner of eITPrep LLP, an online training company. He is in charge of research and product development at both organizations. A former electronics instructor and technical writer with the National Education Corporation, Charles taught and wrote on post-secondary EET curriculum, including introductory electronics, transistor theory, linear integrated circuits, basic digital theory, industrial electronics, microprocessors, and computer peripherals. Charles has authored several books, including the first five editions of A+ Certification Training Guide, The Complete Introductory Computer Course, and IBM PC Peripheral Troubleshooting and Repair. He also writes about networking, residential technology integration, and convergence.

    CD Features MeasureUp Practice Questions!

    The CD features innovative testing software powered by MeasureUp, with an extensive collection of additional practice questions. This state-of-the-art study system can help you get completely ready for any current A+ exams: A+ Essentials, 220-602, 220-603, or 220-604!

  • Multiple test modes, so you can study in the way that’s most comfortable for you

  • Detailed explanations of correct and incorrect answers help you thoroughly understand every A+ topic

  • Helps you quickly identify your strengths—and fix your weaknesses

  • www.examcram.com

    ISBN-13: 978-0-7897-3565-2

    ISBN-10: 0-7897-3565-2 

    Table of Contents

    1. Copyright
      1. Dedications
    2. About the Authors
    3. Acknowledgments
    4. We Want to Hear from You!
    5. Reader Services
    6. Introduction
      1. How This Book Helps You
        1. Organization
        2. Instructional Features
        3. Extensive Practice Test Options
        4. Final Review
      2. Registering for the Exam
      3. Hardware and Software You Will Need
      4. Advice on Taking the Exam
    7. 1. Basic PC Terms and Concepts
      1. Introduction
      2. The PC System
        1. System Unit Cases
          1. Desktop Cases
          2. Tower Cases
            1. System Cooling
            2. Front Panels
            3. Back Panels
          3. Inside the System Unit
          4. Portable PCs
        2. Form Factors
          1. Advanced Technology Extended (ATX)
          2. Balanced Technology Extended (BTX)
          3. New Low-Profile Extended (NLX)
        3. Power Supplies
          1. System Board Power Connectors
          2. Other Power Supply Connectors
          3. AC Adapters
        4. System Boards (Motherboards)
          1. Microprocessor/CPU
          2. Primary Memory
            1. Random Access Memory (RAM)
            2. Read-Only Memory (ROM)
            3. Cache Memory
          3. Expansion Slot Connectors
          4. Chipset
          5. Disk Drive Interface Connections
          6. Standard I/O Ports
        5. Microprocessor
          1. Pentium Processor Package Types
        6. Chipsets
        7. Memory Units (RAM and ROM)
          1. RAM
          2. ROM
        8. Basic Input/Output Systems (BIOS)
        9. System Configuration Settings
          1. CMOS Setup Utility
        10. Expansion Slots
          1. Peripheral Component Interconnect (PCI) Slots
          2. Accelerated Graphics Port (AGP) Slots
          3. Audio Modem Riser (AMR) Slot
          4. Communications and Networking Riser (CNR) Slot
          5. PCI Extended (PCI-X) Slots
          6. PCI Express (PCIe) Slots
          7. Industry Standard Architecture (ISA) Slots
        11. Adapter Cards
          1. Video Adapter Cards
          2. Internal Modem Cards
          3. Local Area Network (LAN) Cards (or NICs)
          4. Sound Cards
          5. TV Tuner Cards
          6. Small Computer System Interface (SCSI) Adapters
          7. SATA Disk Drive Adapters
          8. Universal Serial Bus (USB) Adapters
          9. IEEE-1394 FireWire Adapters
          10. Wireless Network Adapters
        12. Data Storage Devices
          1. Hard-Disk Drives
          2. CD-ROM Drives
          3. DVD Drives
          4. Tape Drives
          5. Floppy Drives
        13. Removable Storage
          1. Connecting Storage Devices to the System
        14. Peripherals and Ports
          1. External Devices and Connections
          2. Keyboards
          3. Pointing Devices
        15. Video Displays
        16. Printers
      3. Exam Prep Questions
      4. Answers and Explanations
      5. Challenge Solution
    8. 2. PC System Boards
      1. Introduction
      2. System Board Form Factors
        1. ATX System Boards
        2. BTX System Boards
          1. BTX Options
        3. Low-Profile Form Factors
        4. Pentium Chipsets
          1. Dual-Core Intel Chipsets
        5. System Bus Speeds
      3. Expansion Slots
        1. PCI Local Bus
          1. PCI Configuration
        2. PCI-X
        3. PCI Express
          1. PCIe Slots
          2. PCIe Configuration
        4. AGP Slots
        5. Audio Modem Risers (AMR) and Communication Networking Risers (CNR)
        6. Audio Modem Riser (AMR) Components
      4. I/O Ports
        1. Onboard Disk Drive Connections
          1. PATA Connections
          2. Serial ATA Connections (SATA)
        2. SCSI Connections
      5. Processor Socket Specifications
        1. AMD Slots and Sockets
      6. DRAM Sockets
      7. CMOS RAM
        1. CMOS Setup Utilities
          1. Time and Date
          2. Disk Drive Support
          3. Advanced BIOS Features Setup Screen
          4. Advanced Chipset Features Setup Functions
          5. PnP and PCI Setup Configuration Functions
          6. Integrated Peripherals Setup Functions
          7. IDE Functions
          8. Implementing Ports
          9. Advanced Parallel Port Operations
          10. Infrared Port Operation
          11. Power Management Functions
          12. PC Health Status
          13. Security Subsystem
      8. Exam Prep Questions
      9. Answers and Explanations
      10. Challenge Solutions
    9. 3. Microprocessors
      1. Introduction
      2. Intel Microprocessors
        1. The Pentium Processor
          1. Intel Cache Structures
        2. Advanced Pentium Architectures
          1. Pentium MMX Processors
          2. Pentium Pro Processors
          3. Pentium II Processors
          4. Pentium III Processors
          5. Xeon Processors
          6. Pentium 4 Processors
          7. Itanium Processors
        3. Intel Dual-Core Processors
        4. Advanced Intel Microprocessor Technologies
          1. Hyperthreading Software Support
      3. AMD Processors
        1. Athlon 64 Processors
        2. Duron Processors
        3. Athlon Dual-Core Processors
        4. Opteron Processors
      4. Microprocessor Clock Speeds
      5. Processor Power Supply Levels
      6. Configuring Microprocessors and Buses
      7. Fans, Heat Sinks, and Cooling Systems
        1. BTX Thermal Module
        2. Advanced Cooling Systems
      8. Exam Prep Questions
      9. Answers and Explanations
      10. Challenge Solution
    10. 4. Random Access Memory (RAM)
      1. Introduction
      2. SRAM and DRAM
        1. SRAM Types
        2. Advanced DRAM Types
      3. Memory Overhead
        1. Error Checking and Correcting
        2. Cache Memory Operations
      4. RAM Packaging
        1. RIMM
        2. RAM Speed Ratings
          1. Dual-Channel Memory
      5. Exam Prep Questions
      6. Answers and Explanations
      7. Challenge Solution
    11. 5. Data Storage Systems
      1. Introduction
      2. Hard-Disk Drives (HDD)
        1. Personal Video Recorders
        2. RAID Systems
          1. RAID 0
          2. RAID 1
          3. RAID 3
          4. RAID 4
          5. RAID 5
          6. RAID 10
        3. Floppy-Disk Drives
        4. Magnetic Tape Drives
      3. Optical Storage
        1. CD-ROM Drives
          1. CD-ROM Discs
          2. CD Writers (CD-R and CD-RW)
        2. DVDs
      4. Disk Drive Interfaces
        1. Internal Disk-Drive Interfaces
        2. IDE/ATA Interface
          1. Advanced EIDE Specifications
        3. Serial ATA (SATA) Interface
        4. Floppy-Drive Interface
        5. Small Computer System Interface (SCSI)
          1. SCSI Specifications
            1. Serial SCSI
            2. iSCSI
          2. SCSI Cables and Connectors
          3. SCSI Signaling
      5. Removable Storage
        1. Flash Memory
          1. USB Flash Drives
          2. CompactFlash (CF) Cards
          3. Memory Sticks
          4. Secure Digital (SD) Cards
      6. Exam Prep Questions
      7. Answers and Explanations
    12. 6. Ports and Peripherals
      1. Introduction
      2. Input/Output Interfaces
        1. Initiating I/O Transfers
        2. System Resource Allocations
          1. Resources for Legacy Ports and Devices
      3. Ports, Cables, and Connectors
        1. PS/2 Connectors
        2. Universal Serial Bus (USB)
          1. USB Architecture
          2. USB Cabling and Connectors
          3. USB Data Transfers
        3. IEEE-1394 FireWire Bus
          1. Infrared Ports
        4. Multimedia Connections
          1. MIDI Connections
        5. Legacy Ports
        6. Parallel Ports
          1. The Centronics Standard
          2. EPP and ECP Parallel Port Operations
        7. RS-232 Serial Ports
          1. RS-232 Interfaces and Cables
        8. Game Ports
      4. Typical Peripheral Systems
        1. Keyboards
        2. Pointing Devices
          1. Mice
          2. Joysticks
          3. Touch-Sensitive Screens
          4. Biometric Input Devices
          5. Barcode Scanners
          6. Video Capture Cards
          7. Video Displays
          8. Basic CRT Display Operations
          9. Color CRT Monitors
          10. Video Adapters
          11. Specialized Video Cards
          12. Screen Resolution
          13. Dot Pitch
          14. Digital Television Resolutions
          15. Digital Display Definitions
          16. Sound Cards
            1. Sound Card Connections
      5. Exam Prep Questions
      6. Answers and Explanations
      7. Challenge Solutions
    13. 7. Installing, Upgrading, Configuring, and Optimizing PC Components
      1. Introduction
      2. Installing Storage Devices
        1. Installing Internal Storage Devices
        2. HDD Installation
          1. Configuring PATA Drives
          2. Installing SATA Drives
        3. Installing SCSI Adapter Cards
          1. Configuring SCSI Addresses
          2. SCSI Termination
          3. Logical and Physical Drives
            1. Partition Variations
          4. High-Level Formatting
        4. Installing CD-ROM/DVD Drives
          1. Configuring CD-ROM Drives
        5. Installing CD-RW and DVD±RW Drives
        6. Installing a Floppy Disk Drive
        7. Installing External Storage Devices in Desktop PCs
      3. Upgrading and Optimizing Disk Drives
        1. HDD Upgrading
        2. Disk Drive Subsystem Enhancements
      4. Installing Video/Monitor Systems
      5. Installing Standard PC Input Devices
        1. Installing Scanners
        2. Installing Bar Code Scanners
        3. Installing Sound Cards
        4. Installing Digital Cameras
        5. Installing Adapter Card-Based Peripherals
          1. Upgrading Adapters
        6. Installing Devices Using USB, IEEE-1394, PC Card, and IrDA
          1. Installing USB and IEEE-1394 (FireWire) Devices
          2. Installing IrDA Devices
        7. Upgrading Peripheral Devices
      6. Exam Prep Questions
      7. Answers and Explanations
      8. Challenge Solutions
    14. 8. Basic Troubleshooting and Preventive Maintenance Techniques
      1. Introduction
      2. Basic PC Troubleshooting
        1. Diagnostic and Repair Tools
        2. Gathering Information
          1. Assessing the Situation
          2. Assessing the Environment
        3. Initial Troubleshooting Steps
          1. Perform an Initial Inspection
          2. Document the Process
          3. Observe the Bootup Procedure
        4. Symptoms/Error Codes
        5. Determining Hardware/Software/Configuration Problems
          1. Hardware Failures
          2. Configuration Problems
          3. After the POST
      3. Using a Multimeter
        1. Using Software Diagnostic Packages
        2. Using POST Cards
        3. Field-Replaceable Unit Troubleshooting
          1. Alternative Resources
      4. Basic Preventive Maintenance
        1. Cleaning
        2. Preventive Maintenance Procedures
          1. Dust
          2. Rough Handling
          3. Heat Buildup Problems
        3. Protecting Display Systems
          1. Caring for LCD Displays
        4. Protecting Hard-Disk Drives
        5. Protecting Removable Media Drives
          1. Protecting Removable Media
          2. Maintaining Removable Media Drives
        6. Protecting Input Devices
        7. Preventive Maintenance Scheduling
          1. Daily Activities
          2. Weekly Activities
          3. Monthly Activities
          4. Six-Month Activities
          5. Annual Activities
      5. Exam Prep Questions
      6. Answers and Explanations
      7. Challenge Solutions
    15. 9. Advanced PC Troubleshooting
      1. Introduction
      2. Isolating Power Supply Problems
        1. Checking a Dead System
          1. Other Power Supply Problems
          2. Adding and Removing Power Supplies
      3. Troubleshooting the System Board
        1. System Board Symptoms
        2. Configuration Checks
        3. Hardware Checks
          1. RAM
          2. Microprocessor
          3. BIOS
          4. Cooling Systems
          5. CMOS Batteries
        4. Troubleshooting Keyboard Problems
          1. Keyboard Symptoms
          2. Keyboard Configuration Checks
          3. Basic Keyboard Checks
          4. Keyboard Hardware Checks
          5. Troubleshooting Wireless Keyboards
        5. Troubleshooting Mouse Problems
          1. Mouse Hardware Checks
          2. Mouse Configuration Checks
          3. Troubleshooting Optical and Wireless Mice
        6. Troubleshooting Video Systems
          1. Video Hardware Checks
          2. Windows Video Checks
          3. Diagnosing Display Problems
        7. Troubleshooting HDDs
          1. Basic HDD Checks
          2. HDD Configuration Checks
          3. HDD Hardware Checks
        8. Troubleshooting CD-ROM and DVD Drives
          1. Basic Checks
          2. Windows Checks
          3. CD-ROM/DVD Hardware Checks
          4. Writeable Drive Problems
        9. Troubleshooting FDDs
          1. Basic FDD Checks
        10. Troubleshooting Tape Drives
        11. Troubleshooting Other Removable Storage Systems
        12. Troubleshooting Port Problems
          1. Basic Port Checks
          2. USB Port Checks
      4. IEEE-1394 Adapters and Ports
        1. Legacy Port Problem Symptoms
        2. Basic Legacy Ports Check
        3. Troubleshooting Sound Cards
          1. Sound Card Configuration Checks
          2. Sound Card Hardware Checks
        4. Troubleshooting Front Panel Connections
      5. Exam Prep Questions
      6. Answers and Explanations
      7. Challenge Solutions
    16. 10. Portable Computer Fundamentals
      1. Introduction
      2. Inside Portables
      3. Portable System Boards
        1. Microprocessors in Portables
        2. Pentium IIIM and 4M Processors
        3. Pentium M Processors
        4. Centrino
        5. Pentium M Celerons
        6. Core Duo Processors
        7. AMD Mobile Processors
      4. Portable Memory
        1. Upgrading Portable Memory
      5. Portable Drives
        1. Upgrading/Replacing Portable Drives
      6. Portable Display Types
        1. Liquid Crystal Displays (LCDs)
          1. LCD Operation
      7. Portable Keyboards
      8. Trackballs
      9. Touch Pads
      10. Pointing Sticks
      11. External Portable I/O
        1. Peripheral Storage Devices
        2. External Floppy Disk Drives
        3. External CD-ROM/DVD Drives
        4. Removable Storage
      12. PC Cards
        1. Cardbus
        2. Adding PC Card Memory
          1. Advanced PC Card I/O
        3. Installing PC Cards
        4. Installing PC Card Support
        5. Mini PCI/PCI Express Mini Cards
      13. Networking Portables
        1. Wireless Networking with Portables
          1. Installing Wireless Networking in Portables
          2. Built-In WLAN
      14. Portable Power Sources
        1. Power Consumption
        2. Power Management
          1. ACPI
      15. Docking Stations
        1. Port Replicators
      16. Portable System Upgrading
        1. Upgrading Batteries
          1. Fuel Cells
        2. Upgrading PC Cards
      17. Exam Prep Questions
      18. Answers and Explanations
      19. Challenge Solutions
    17. 11. Maintaining and Repairing Portable Computers
      1. Introduction
      2. Troubleshooting Portable Systems
      3. Common LCD Display Problems
        1. Replacing the LCD Panel
      4. Troubleshooting Portable Keyboards
      5. Troubleshooting Touch Pads
      6. Troubleshooting Portable Unique Storage
      7. Troubleshooting Infrared Ports
      8. Troubleshooting PCMCIA
      9. Troubleshooting Portable Power Issues
      10. Troubleshooting Docking Stations/Port Replicators
      11. Portable Preventative Maintenance
        1. Rough Handling
        2. Thermal Issues
        3. Cleaning
      12. Exam Prep Questions
      13. Answers and Explanations
      14. Challenge Solutions
    18. 12. Windows Operating Systems
      1. Introduction
      2. Operating Systems
        1. Graphical User Interfaces (GUI)
          1. Major Operating System GUIs
      3. The Windows NT Product Line
        1. Windows Active Directory
        2. Windows 2000
          1. Windows 2000 Professional
          2. Windows 2000 Server
        3. Windows XP
        4. Windows 2003 Server
        5. Windows Vista Operating Systems
      4. Navigating Windows 2000/XP
        1. Windows 2000/XP Desktops
          1. Locating, Accessing, and Retrieving Information in Windows 2000 and XP
          2. My Computer
          3. The Recycle Bin
          4. My Network Places
        2. Drop-Down Menus
          1. File Menus
          2. View Menu
          3. Tools Menu
        3. The Taskbar
        4. Start Menu
        5. Windows 2000 Control Panel
          1. Installation Wizards
          2. Administrative Tools
          3. The System Icon
          4. The Display Icon
        6. Windows Explorer
        7. Windows XP Interface Variations
          1. Windows XP Control Panel
        8. Windows XP Media Center Interfaces
          1. My TV
          2. My Music
          3. My Pictures
          4. Other Features
      5. Command Prompt Procedures
        1. Working from the Command Line
          1. Drive-Level Command-Line Operations
          2. Directory-Level Command-Line Operations
          3. Files and Filenames
          4. Command-Line Shortcuts
      6. Exam Prep Questions
      7. Answers and Explanations
      8. Challenge Solutions
    19. 13. Major Windows Structures
      1. Introduction
      2. The PC Hardware Startup Process
        1. The Windows 2000/XP Boot Process
      3. Windows 2000/XP Structures
        1. System Memory Management
          1. Virtual Memory
        2. Windows 2000/XP Registries
      4. Windows 2000/XP File Systems
        1. Managing Partitions
        2. High-Level Formatting
        3. FAT Disk Organization
          1. File Allocation Tables
          2. The Root Directory
          3. Directory Structures
          4. The FAT32 File System
        4. NTFS Disk Organization
          1. Master File Tables
          2. NTFS Advantages
          3. Managing Windows 2000/XP NTFS
          4. Formatting Volumes in Windows 2000/XP
      5. Files and Filenames
        1. File Types
        2. Windows 2000/XP Files
        3. File Encryption and Compression
          1. File and Folder Compression
          2. NTFS Permissions
      6. Exam Prep Questions
      7. Answers and Explanations
      8. Challenge Solutions
    20. 14. Installing and Upgrading Operating Systems
      1. Introduction
      2. Installing Windows 2000/XP
        1. Installation Methods
          1. Unattended Installations and Disk Images
          2. Using Answer Files
          3. Disk Cloning
          4. Remote Installation Services Images
          5. Creating Disk Images
        2. Hard Disk Drive Preparation
        3. Managing Patches and Service Packs
        4. Troubleshooting General Setup Problems
      3. Installing Windows 2000 Professional
        1. Windows 2000 Setup Problems
      4. Installing Windows XP Professional
        1. Windows XP MCE Hardware Requirements
        2. Windows XP Setup Problems
          1. Windows XP MCE Setup Limitations
      5. Operating System Upgrading
        1. Upgrading to Windows 2000
        2. Upgrading to Windows XP
        3. Performing Local Upgrades
      6. Upgrade Problems
        1. Dual Booting
          1. Dual Booting with Windows 2000/XP Operating Systems
      7. Loading and Adding Device Drivers
        1. 2000/XP Device Drivers
        2. SATA Drivers
        3. Finding Drivers
        4. Driver Signing
      8. Exam Prep Questions
      9. Answers and Explanations
      10. Challenge Solutions
    21. 15. Optimizing Operating Systems
      1. Introduction
      2. Optimizing Windows 2000/XP Performance
        1. Optimizing Virtual Memory
        2. Optimizing the Disk Drive System
          1. Defragmenting Disk Drives
          2. Using Disk Cleanup
        3. Managing Temporary Files
          1. Managing the Windows Temporary Folder
          2. Managing the Temporary Internet Files Folder
        4. Optimizing System Services
        5. Modifying the Startup Process
          1. Altering BOOT.INI
          2. Optimizing the Startup Menu
          3. Using MSCONFIG to Optimize Startup
        6. Monitoring System Performance
          1. Monitoring Performance with Task Manager
        7. Monitoring Application Performance with System Monitor
          1. Using Performance Logs and Alerts
          2. Correcting Memory Performance Issues
          3. Correcting Processor Performance Issues
          4. Correcting Disk System Performance Issues
        8. Software Maintenance
          1. Windows Update Services
          2. Automatic Updates
      3. Exam Prep Questions
      4. Answers and Explanations
      5. Challenge Solution
    22. 16. Operating System Utilities
      1. Introduction
      2. Windows Disk-Management Tools
        1. Disk Cleanup
        2. CHKDSK
        3. HDD Defragmentation
        4. Backups
          1. Backup Types
          2. Windows Data Backup
          3. Advanced Backup Settings
          4. Restoring Data
          5. Advanced Restore Settings
          6. System State Data Backups
          7. Backup Scheduling
          8. Backup Media Rotation
        5. Removable Storage Utility
      3. Windows 2000/XP System Management Tools
        1. Event Viewer
          1. Event Types
        2. Windows 2000/XP System Information
        3. Windows XP System Restore
        4. Task Manager
        5. Device Manager
          1. Windows XP Driver Management Options
        6. MSCONFIG.EXE
        7. Remote Desktop and Remote Assistance Features
      4. File Management Tools
        1. System Editors
        2. Dr. Watson
      5. Command-Line Utilities
      6. Windows Troubleshooting Help Files
        1. Internet Help
      7. Exam Prep Questions
      8. Answers and Explanations
      9. Challenge Solutions
    23. 17. Basic Operating System Troubleshooting and Maintenance
      1. Introduction
      2. General OS Troubleshooting Process
      3. Troubleshooting Startup Problems
        1. General Boot/Startup Problems
        2. Windows 2000/XP Startup Tools
          1. Using Startup Modes
          2. Safe Mode
          3. Other Windows Startup Options
          4. Using MSCONFIG.EXE
          5. Using Windows XP Driver Rollback
          6. Windows 2000/XP Recovery Console
          7. Restoring the Registry
          8. Windows 2000 Setup and Emergency Repair Disks
          9. Performing an Emergency Repair in Windows 2000
          10. Windows XP Boot Disk
          11. System File Checker
        3. Using Windows XP System Restore
          1. Windows XP Automated System Recovery
          2. Conducting ASR Backups
          3. ASR Restore Operations
        4. Windows 2000/XP Startup Problems
          1. Network Startup Problems
          2. Authentication Problems
      4. Common OS Operational Problems
        1. Optional Devices Do Not Operate
        2. Troubleshooting Stop-Errors
        3. Windows 2000/XP Application Problems
          1. Applications Will Not Install
          2. Application Will Not Start
          3. Starting Applications from the Command Prompt
          4. Locating Hidden Files
          5. Applying Task Manager to Application Problems
          6. Applying Event Viewer to Application Problems
          7. Other Operational Problems
        4. Windows-Related Local Printing Problems
          1. Troubleshooting Local Windows Printing Problems
      5. Using Remote Desktop/Assistance
        1. Configuring the Remote Desktop Function
        2. Conducting Remote Desktop Sessions
        3. Using Remote Assistance
          1. Establishing Remote Assistance Sessions
          2. The Remote Assistance Consoles
      6. Exam Prep Questions
      7. Answers and Explanations
      8. Challenge Solutions
    24. 18. Printers and Scanners
      1. Introduction
      2. Printer Types
        1. Fonts
        2. Basic Printer Components
          1. Printer Interface
          2. Printer Controllers
        3. Dot-Matrix Printers
        4. Dot-Matrix Printer Mechanics
          1. Printhead Mechanisms
        5. Thermal Printers
        6. Inkjet Printers
          1. Inkjet Printer Components
        7. Laser Printers
          1. Laser Printing Operations
          2. Electrophotographic Cartridges
        8. Dye Sublimation Printers
      3. Printer Installation
        1. USB Printers
        2. Networked Printers
        3. Wireless Printer Interfaces
        4. Infrared Printer Ports
        5. Legacy Printer Interfaces
          1. Serial Printer Interface
          2. Serial Printer Configuration
        6. Printer Drivers
          1. Special Print Drivers
        7. Printer Control Panel Configuration
        8. Printer Calibration
        9. Printer Options and Upgrades
      4. Printing in Windows
        1. Establishing Printers in Windows
        2. Printer Properties
        3. Network Printing with Windows
      5. Scanners
        1. Installing Scanners
      6. Exam Prep Questions
      7. Answers and Explanations
      8. Challenge Solutions
    25. 19. Printer and Scanner Servicing
      1. Introduction
      2. Servicing Printers
        1. General Printer Troubleshooting
          1. Main Control Board Problems
          2. Checking the Computer
          3. Checking Printer Cables
      3. Troubleshooting Dot-Matrix Printers
        1. Dot-Matrix Printer Power Supply Problems
        2. Dot-Matrix Consumables
          1. Paper Specifications
        3. Printhead Not Printing
        4. Printhead Not Moving
        5. Paper Not Advancing
      4. Troubleshooting Inkjet Printers
        1. Inkjet Printer Configuration Checks
        2. Inkjet Consumables
        3. Printhead Not Printing
        4. Printhead Not Moving
        5. Paper Not Advancing
      5. Troubleshooting Laser Printers
        1. Laser Printer Consumables
        2. Printer Is Dead or Partially Disabled
        3. Print on Page Is Missing or Bad
        4. Paper Does Not Feed or Is Jammed
      6. Troubleshooting Scanners
        1. Image Quality Problems
        2. Checking the Host System
        3. Interface Cables
      7. Preventive Maintenance and Safety Issues
        1. Dot-Matrix/Inkjet Printers
        2. Laser Printers
        3. Laser Safety Issues
      8. Exam Prep Questions
      9. Answers and Explanations
      10. Challenge Solutions
    26. 20. Basic Networking Concepts
      1. Introduction
      2. Local Area Networks (LANs)
        1. LAN Topologies
          1. Logical Topologies
        2. Network Control Strategies
        3. Network Connectivity Devices
      3. Network Transmission Media
        1. Copper Cabling
          1. Twisted-Pair Cabling
          2. Coaxial Cable
          3. Coaxial Cable Specifications
        2. Fiber-Optic Cable
        3. Plenum Cable
        4. Wireless Infrared Links
        5. Wireless RF Links
          1. Bluetooth
      4. Network Architectures
        1. Ethernet
          1. Ethernet Specifications
          2. Coaxial Ethernet Specifications
          3. Twisted-Pair Ethernet Specifications
          4. Fiber Ethernet Standards
          5. Wireless Ethernet Standards
      5. Networking Protocols
      6. Exam Prep Questions
      7. Answers and Explanations
      8. Challenge Solutions
    27. 21. Installing Local Area Networks (LANs)
      1. Introduction
      2. Installing and Configuring LAN Components
        1. LAN Adapter Cards
        2. Installing LAN Cards
        3. Optimizing Network Adapters
        4. Installing Wireless LANs
          1. Installing the Access Point (AP)
          2. Configuring the Access Point
          3. Installing Wireless Clients
          4. Installing Network Connectivity Devices
      3. Installing Network Components in Windows 2000/XP Control Panels
        1. Configuring Clients in Windows 2000/XP
        2. Configuring Protocols in Windows 2000/XP
          1. Configuring TCP/IP in Windows 2000/XP LANs
          2. Manual TCP/IP Configuration
        3. Networking with Novell NetWare
          1. Installing NetWare Clients and Protocols
          2. Installing Other Network Protocols
      4. Sharing Network Resources
        1. Network Shares
          1. Sharing Printers in Windows 2000/XP
        2. Mapping a Drive
      5. Exam Prep Questions
      6. Answers and Explanations
      7. Challenge Solutions
    28. 22. Wide Area Networking
      1. Introduction
      2. Internet Connectivity
        1. Internet Service Providers
        2. IP Addresses
          1. Subnetworks
          2. Private IP Classes
        3. Internet Domains
          1. DNS Name Resolution
      3. Internet Access Methods
        1. LAN Access to the Internet
          1. Network Address Translation
        2. Dial-Up Access
          1. Installing Analog Modems
          2. Modem Configuration
          3. Establishing the Windows 2000/XP Dial-Up Configuration
          4. Establishing Dialing Rules
          5. Establishing Dial-up Internet Connections
          6. Establishing Internet Connection Sharing
        3. ISDN Connections
        4. Digital Subscriber Lines
          1. Modems and Splitters
          2. DSL Versions
          3. Asymmetric DSL Versions
          4. Symmetric DSL Versions
        5. Cable Modems
        6. Installing Digital Modems
        7. Satellite Internet Access
        8. Wireless Internet Access
        9. Voice Over IP
          1. VoIP Operations
      4. TCP/IP
        1. The TCP/IP Suite
          1. Domain Name System
          2. Windows Internet Naming Service
          3. Dynamic Host Configuration Protocol (DHCP)
      5. Internet Resources
        1. The World Wide Web
        2. File Transfer Protocol (FTP)
          1. FTP Authentication
        3. Email
        4. Secure Socket Layer Protocol
        5. Telnet
      6. Web Browsers
        1. Establishing Internet Browser Security Options
          1. Configuring Script Support
          2. Configuring Proxy Settings
      7. Exam Prep Questions
      8. Answers and Explanations
      9. Challenge Solutions
    29. 23. Network Troubleshooting
      1. Introduction
      2. Basic Network Troubleshooting
        1. Network Troubleshooting Tools
          1. OS-Based Network Troubleshooting Tools
      3. Troubleshooting LANS
        1. Service Access Problems
        2. Checking the NIC
        3. Checking Cabling
        4. Checking Connectivity Devices
        5. Windows-Related LAN Problems
          1. Verifying TCP/IP Configurations
        6. Troubleshooting Wireless Networks
        7. Troubleshooting Network Printing Problems
      4. Troubleshooting WAN Problems
        1. Troubleshooting Broadband Problems
          1. Checking Activity Lights
          2. Checking Physical Connections
          3. Checking the Filters
          4. Restarting the Equipment
          5. Checking the Connectivity Equipment
          6. Checking the PC
          7. Additional Checks
        2. Troubleshooting Dial-Up Problems
          1. Troubleshooting Modem Hardware
          2. Loopback Tests
          3. Front Panel Lights
          4. Modem Configuration Checks
        3. Windows Modem Checks
        4. Troubleshooting Browser Problems
          1. Troubleshooting Internet Connection Sharing
          2. Troubleshooting Software Firewall Issues
      5. Exam Prep Questions
      6. Answers and Explanations
      7. Challenge Solutions
    30. 24. Security
      1. Introduction
      2. Computer Security
        1. Access Control
          1. Backup Tape Access
          2. Passwords
        2. PC Hardware Security
          1. Smart Cards
            1. Windows Smart Card Support
          2. Biometric Authentication Devices
            1. Fingerprint Scanners
          3. Information Disposal/Destruction Policies
        3. Environmental Security Issues
        4. Software Security
          1. Disposal and Destruction Policies
      3. Windows Network Security
        1. Administering Windows Networks
          1. Windows 2000/XP Policies
          2. User Profiles
          3. Group Policies
          4. Administrative Security Settings
          5. Establishing User and Group Accounts
            1. Group Accounts
          6. Domain User and Group Accounts
          7. Implementing Authentication Options
          8. Password Policies
          9. Account Lockout Policy
          10. Enabling System Auditing and Event Logging
        2. Establishing Wireless Security
        3. Firewalls
          1. Windows XP ICF
          2. Windows XP SP2 Firewall
          3. Using the Encrypting File System
          4. Locking the Computer
      4. Malicious Program Security
        1. Viruses
          1. Virus Symptoms
        2. Establishing and Implementing Malicious Software Protection
          1. Antivirus Software
          2. Removing a Virus
          3. Grayware
          4. Spyware
          5. Spyware Prevention
          6. Adware
          7. Spam
        3. Social Engineering
        4. Spoofing and Phishing
        5. Pharming
        6. Session Hijacking
        7. Identity Theft
      5. Exam Prep Questions
      6. Answers and Explanations
      7. Challenge Solution
    31. 25. Safety and Environmental Issues
      1. Introduction
      2. Work Area and Safety Issues
        1. The Work Area
        2. Personal Safety
          1. Hand and Power Tool Safety
          2. Avoiding High-Voltage Hazards
          3. Handling Shock and Electrocution
        3. Avoiding Laser and Burn Hazards
          1. Treating Burns and Scalds
      3. System Protection
        1. Power Line Protection
          1. Surge Suppressors
          2. Uninterruptible Power Supplies
          3. Checking UPS Operation
        2. Electrostatic Discharge
          1. MOS Handling Techniques
          2. Understanding Grounds
          3. Protection During Storage
      4. Hardware Disposal Procedures
      5. Exam Prep Questions
      6. Answers and Explanations
      7. Challenge Solutions
    32. 26. Professionalism and Communication
      1. Introduction
      2. Customer Service Skills
        1. Prepare
        2. Establish Rapport
        3. Establish Your Presence
        4. Be Proactive
        5. Listen and Communicate
        6. Follow Up
        7. Be Responsive
        8. Accountability
          1. Personal Accountability
        9. Be Flexible
        10. Be Professional
        11. Establish Integrity
        12. Handle Conflicts Appropriately
        13. Telephone Techniques
          1. Telephone Etiquette
        14. Handle Paperwork and Finish Up
        15. Maintain an Orderly Work Area
      3. Exam Prep Questions
      4. Answers and Explanations
      5. Challenge Solutions
    33. 27. Advanced PC Component Installations and Upgrades
      1. Introduction
        1. System Board Compatibility Issues
        2. Replacing System Boards
          1. Removing External I/O Systems
          2. Removing the System Unit’s Cover
          3. Removing Adapter Cards
          4. Removing the Cables from the System Board
          5. Removing the System Board
        3. Replacing System Board FRU Devices
          1. Installing Microprocessors
          2. Installing Slot Processors
          3. Configuring Processor Speeds
          4. Fans, Heat Sinks, and Cooling Systems
        4. Installing Memory Modules
      2. Replacing Power Supplies
        1. Installing Power Supplies
        2. Power Supply Upgrade Considerations
      3. System Upgrading and Optimizing
        1. System Board Upgrading
          1. Microprocessor Upgrades
          2. Bus System Issues
          3. Installing Additional Processors
          4. Managing Symmetric Multiprocessing
          5. Firmware Upgrades
          6. Cooling System Upgrades
          7. Memory Upgrades
      4. Exam Prep Questions
      5. Answers and Explanations
      6. Challenge Solutions
    34. 28. Essentials Practice Exam
      1. Questions
      2. Answers and Explanations
    35. 29. IT Tech Practice Exam
      1. Questions
      2. Answers and Explanations
    36. 30. Depot Practice Exam
      1. Questions
      2. Answers and Explanations
    37. 31. Remote Support Practice Exam
      1. Questions
      2. Answers and Explanations
    38. A. What’s on the CD-ROM
      1. Multiple Test Modes
        1. Study Mode
        2. Certification Mode
        3. Custom Mode
      2. Attention to Exam Objectives
      3. Installing the CD
      4. Creating a Shortcut to the MeasureUp Practice Tests
      5. Technical Support
    39. Glossary