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CompTIA A+ Complete Study Guide A+ Essentials 220-601 Exam ObjectivesDomain 1.0 Personal Computer Components 1.1 Identify the fundamental principles of using personal computers 1 1.2 In

CompTIA A+ Complete Study Guide A+ Essentials (220-601) Exam Objectives

Domain 1.0 Personal Computer Components

1.1 Identify the fundamental principles of using personal computers 1 1.2 Install, configure, optimize and upgrade personal computer components 2 1.3 Identify tools, diagnostic procedures and troubleshooting techniques for personal computer components 2 1.4 Perform preventative maintenance on personal computer components 2

Domain 2.0 Laptops and Portable Devices

2.1 Identify the fundamental principles of using laptops and portable devices 3 2.2 Install, configure, optimize and upgrade laptops and portable devices 3 2.3 Identify tools, basic diagnostic procedures and troubleshooting techniques for laptops and portable devices 3 2.4 Perform preventative maintenance on laptops and portable devices 3

Domain 3.0 Operating Systems

3.3 Identify tools, diagnostic procedures and troubleshooting techniques for operating systems 6

Domain 4.0 Printers and Scanners

4.1 Identify the fundamental principles of using printers and scanners 7 4.2 Identify basic concepts of installing, configuring, optimizing and upgrading printers and scanners 7 4.3 Identify tools, basic diagnostic procedures and troubleshooting techniques for printers and scanners 7

Domain 5.0 Networks

5.3 Identify tools, diagnostic procedures and troubleshooting techniques for networks 8

Domain 6.0 Security

6.3 Identify tool, diagnostic procedures and troubleshooting techniques for security 9

Domain 7.0 Safety and Environmental Issues

7.1 Describe the aspects and importance of safety and environmental issues 10 4830bperf.fm Page 1 Thursday, March 8, 2007 10:03 AM

Exam objectives are subject to change at any time without prior notice and at CompTIA’s sole discretion Please visit CompTIA’s web site ( www.comptia.org ) for the most current listing of exam objectives.

7.2 Identify potential hazards and implement proper safety procedures including ESD precautions and

procedures, safe work environment and equipment handling

10

7.3 Identify proper disposal procedures for batteries, display devices and chemical solvents and cans 10

Domain 8.0 Professionalism and Communication

8.1 Use good communication skills including listening and tact / discretion, when communicating with

customers and colleagues

11

8.2 Use job-related professional behavior including notation of privacy, confidentiality and respect for the

customer and customers’ property

11

A+ IT Technician (220-602) Exam Objectives

Domain 1.0 Personal Computer Components

1.1 Install, configure, optimize and upgrade personal computer components 12 1.2 Identify tools, diagnostic procedures and troubleshooting techniques for personal computer components 12 1.3 Perform preventative maintenance of personal computer components 12

Domain 2.0 Laptops and Portable Devices

2.1 Identify fundamental principles of using laptops and portable devices 13 2.2 Install, configure, optimize and upgrade laptops and portable devices 13 2.3 Use tools, diagnostic procedures and troubleshooting techniques for laptops and portable devices 13

Domain 3.0 Operating Systems

3.3 Identify tools, diagnostic procedures and troubleshooting techniques for operating systems 14

Domain 4.0 Printers and Scanners

4.1 Identify the fundamental principles of using printers and scanners 15 4.2 Install, configure, optimize and upgrade printers and scanners 15 4.3 Identify tools and diagnostic procedures to troubleshooting printers and scanners 15

Domain 5.0 Networks

5.3 Use tools and diagnostic procedures to troubleshoot network problems 16 5.4 Perform preventative maintenance of networks including securing and protecting network cabling 16 4830bperf.fm Page 2 Thursday, March 8, 2007 10:03 AM

Domain 6.0 Security

6.3 Identify tool, diagnostic procedures and troubleshooting techniques for security 17

Domain 7.0 Safety and Environmental Issues

7.1 Identify potential hazards and proper safety procedures including power supply, display devices and

environment (e.g trip, liquid, situational, atmospheric hazards and high-voltage and moving equipment)

10

Domain 8.0 Professionalism and Communication

8.1 Use good communication skills including listening and tact / discretion, when communicating with

customers and colleagues

11

8.2 Use job-related professional behavior including notation of privacy, confidentiality and respect for the

customer and customers’ property

11

A+ Remote Support Technician (220-603) Exam Objectives

Domain 1.0 Personal Computer Components

1.1 Install, configure, optimize, and upgrade personal computer components 12 1.2 Identify tools, diagnostic procedures, and troubleshooting techniques for personal computer components 12 1.3 Perform preventative maintenance on personal computer components 12

Domain 2.0 Operating Systems

2.1 Identify the fundamental principles of using operating systems 14

2.3 Identify tools, diagnostic procedures and troubleshooting techniques for operating systems 14

Domain 3.0 Printers and Scanners

3.1 Identify the fundamental principles of using printers and scanners 15 3.2 Install, configure, optimize and upgrade printers and scanners 15 3.3 Identify tools, diagnostic procedures and troubleshooting techniques for printers and scanners 15

Domain 4.0 Networks

4.3 Identify tools, diagnostic procedures and troubleshooting techniques for networks 16 4830bperf.fm Page 3 Thursday, March 8, 2007 10:03 AM

Exam objectives are subject to change at any time without prior notice and at CompTIA’s sole discretion Please visit CompTIA’s web site ( www.comptia.org ) for the most current listing of exam objectives.

Domain 5.0 Security

5.3 Identify tools, diagnostic procedures and troubleshooting techniques for security issues 17

Domain 6.0 Professionalism and Communication

6.1 Use good communication skills, including listening and tact / discretion, when communicating with

customers and colleagues

11

6.2 Use job-related professional behavior including notation of privacy, confidentiality and respect for the

customer and customers’ property

11

A+ Depot Technician (220-604) Exam Objectives

Domain 1.0 Personal Computer Components

1.1 Install, configure, optimize and upgrade personal computer components 12 1.2 Identify tools, diagnostic procedures and troubleshooting techniques for personal computer components 12 1.3 Perform preventative maintenance of personal computer components 12

Domain 2.0 Laptop and Portable Devices

2.1 Identify the fundamental principles of using laptops and portable devices 13 2.2 Install, configure, optimize and upgrade laptops and portable devices 13 2.3 Identify tools, diagnostic procedures and troubleshooting techniques for laptops and portable devices 13

Domain 3.0 Printers and Scanners

3.1 Identify the fundamental principles of using printers and scanners 15 3.2 Install, configure, optimize and upgrade printers and scanners 15 3.3 Identify tools, diagnostic methods and troubleshooting procedures for printers and scanners 15 3.4 Perform preventative maintenance of printer and scanner problems 15

Domain 4.0 Security

4.1 Identify the names, purposes and characteristics of physical security devices and processes 17

Domain 5.0 Safety and Environmental Issues

5.1 Identify potential hazards & proper safety procedures including power supply, display devices and

environment (e.g trip, liquid, situational, atmospheric hazards, high-voltage and moving equipment)

10 4830bperf.fm Page 4 Thursday, March 8, 2007 10:03 AM

4830ffirs.fm Page ii Thursday, August 23, 2007 5:28 PM

Wiley Publishing, Inc.

Complete

Study Guide

Quentin Docter Emmett Dulaney Toby Skandier4830ffirs.fm Page iii Thursday, August 23, 2007 5:28 PM

Acquisitions and Development Editor: Jeff Kellum

Technical Editors: Neil Hester and Mike Harwood

Production Editor: Daria Meoli

Copy Editor: Linda Recktenwald

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Copyright © 2007 by Wiley Publishing, Inc., Indianapolis, Indiana

Published simultaneously in Canada

be addressed to the Legal Department, Wiley Publishing, Inc., 10475 Crosspoint Blvd., Indianapolis, IN 46256, (317) 572-3447, fax (317) 572-4355, or online at http://www.wiley.com/go/permissions.

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For general information on our other products and services or to obtain technical support, please contact our Customer Care Department within the U.S at (800) 762-2974, outside the U.S at (317) 572-3993 or fax (317) 572-4002 Wiley also publishes its books in a variety of electronic formats Some content that appears in print may not be available in electronic books.

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TRADEMARKS: Wiley, the Wiley logo, and the Sybex logo are trademarks or registered trademarks of John Wiley & Sons, Inc and/or its affiliates, in the United States and other countries, and may not be used without written permission CompTIA and A+ are registered trademarks of The Computing Technology Industry Association, Inc All other trademarks are the property of their respective owners Wiley Publishing, Inc., is not associated with any product or vendor mentioned in this book.

10 9 8 7 6 5 4 3 2

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The logo of the CompTIA Authorized Quality Curriculum (CAQC) program and the status of this or other training material as “Authorized” under the CompTIA Authorized Quality Curriculum program signifies that, in CompTIA’s opinion, such training material covers the content of the CompTIA’s related certification exam CompTIA has not reviewed or approved the accuracy of the contents of this training material and specifically disclaims any warranties of merchantability or fitness for a particular purpose CompTIA makes no guarantee concerning the success of persons using any such “Authorized” or other training material in order to prepare for any CompTIA certification exam The contents of this training material were created for the CompTIA A+ exams covering CompTIA certification objectives that were current as of 2006.

How to become CompTIA certified:

This training material can help you prepare for and pass a related CompTIA certification exam or exams In order to achieve CompTIA certification, you must register for and pass

a CompTIA certification exam or exams

In order to become CompTIA certified, you must:

http://www.comptia.org/certification/general_information/exam_locations.aspx

convenient location

www.comptia.org/certification/general_information/candidate_

For more information about CompTIA’s certifications, such as its industry acceptance,

CompTIA is a not-for-profit trade information technology (IT) trade association CompTIA’s certifications are designed by subject matter experts from across the IT industry Each CompTIA certification is vendor-neutral, covers multiple technologies and requires demonstration of skills and knowledge widely sought after by the IT industry

To contact CompTIA with any questions or comments, please call 630-678-8300 or email

4830ffirs.fm Page v Thursday, August 23, 2007 5:28 PM

To Our Valued Readers:

Thank you for looking to Sybex for your CompTIA A+ exam prep needs We at Sybex are proud

of our reputation for providing certification candidates with the practical knowledge and skills needed to succeed in the highly competitive IT marketplace Certification candidates have come

to rely on Sybex for accurate and accessible instruction on today’s crucial technologies and business skills

Just as CompTIA is committed to establishing measurable standards for certifying A+ cians, Sybex is committed to providing those individuals with the knowledge needed to meet those standards

Complete Study Guide you hold in your hands is comprehensive, in-depth, and cally sound We’re confident that this book will exceed the demanding standards of the certification marketplace and help you, the A+ candidate, succeed in your endeavors

pedagogi-As always, your feedback is important to us If you believe you’ve identified an error in the book,

striving to meet the needs of individuals preparing for certification exams

Good luck in pursuit of your A+ certification!

Neil EddeVice President & PublisherSybex, an Imprint of Wiley4830ffirs.fm Page vi Thursday, August 23, 2007 5:28 PM

To Kara, Abbie, and Lauren—Quentin Docter

For Karen—Emmett Dulaney

For my wife, Karen Your support continues to amaze me None of this would be possible without you 143—Toby Skandier

4830ffirs.fm Page vii Thursday, August 23, 2007 5:28 PM

It continues to amaze me how many people and how much time it takes to create a book of this scope and size From beginning to end, there are scores of dedicated professionals focused

on delivering the best book possible to you the readers

First, I need to thank my co-authors Emmett Dulaney and Toby Skandier, as they did a tremendous job while being under a serious time crunch Now on to the rest of the team Jeff Kellum kept us on track and moving forward, which was a challenge at times Daria Meoli kept us organized, which is no small feat during writing I owe special gratitude to Tech Editor Neil Hester, who kept me on my toes and made excellent suggestions Copy Editors Linda Recktenwald and Sharon Wilkey provided their usual clairvoyance, and saved me from butchering the English language Many thanks also go out to the proofreader (James Brook), indexer (Ted Laux), and compositor (Craig Woods) Without their great contributions this book would not have made it to your hands

—Quentin Docter

There are a great many people to thank but three are key; without them this book would not be possible First and foremost is Jeff Kellum of Sybex, who does his job extremely well and pulls you along with him Thanks must also go to David Groth for his excellent work on the previous edition I also thank the Production Editor (Daria Meoli); the Technical Editor (Neil Hester); and the Copy Editor (Linda Recktenwald) Without their hard work, I would have never completed this book

—Emmett Dulaney

I would like to thank my Acquisitions and Development Editor, Jeff Kellum Jeff has a knack for matching me to the most interesting and challenging projects that enhance my knowledge and proficiency in my area of expertise and then keeping me on track with them.I’m indebted to my Technical Editor, Neil Hester, for catching some of the most detailed tech-nical issues This book is vastly more solid for his vigilance My Production Editor, Daria Meoli, and Copy Editor, Linda Recktenwald, have my deepest gratitude for repairing those things in which I am most certainly not expert

In addition, I’d like to thank the proofreader (James Brook), indexer (Ted Laux), typesetter (Craig Woods), and CD developers (Angela Denny and Kit Malone)

Thank you to my Embarq Corporation management team and associates for the support and challenges you continue to offer

Finally, thank you to my incredible kids, Toby, Tiffani, Trey, and Taylor You guys support and encourage your dad through your own hard work and determination You’re always in

my thoughts and plans

—Toby Skandier

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Contents at a Glance

Chapter 1 Identifying Personal Computer Components 1

Chapter 2 Effectively Working with Personal Computer Components 97

Chapter 3 Understanding Laptops and Portable Devices 139

Chapter 4 Understanding Operating Systems 181

Chapter 5 Understanding Basics of Installing, Configuring,

Optimizing, and Upgrading Operating Systems 249

Chapter 6 Identifying Operating System Troubleshooting and

Chapter 7 Understanding the Basics of Printers and Scanners 357

Chapter 8 Networking Fundamentals 423

Chapter 9 Understanding Network Security Fundamentals 483

Chapter 10 Identifying Safety and Environmental Issues 523

Chapter 11 Understanding Professionalism and Communication 563

Chapter 12 Working with Personal Computer Components 583

Chapter 13 Working with Laptops and Portable Devices 631

Chapter 14 Installing, Configuring, Optimizing, and Upgrading

Chapter 15 Installing, Configuring, Optimizing, and Upgrading

Chapter 16 Installing, Configuring, Optimizing, and Upgrading

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Chapter 1 Identifying Personal Computer Components 1

Identifying Components of Motherboards 4

Identifying Purposes and Characteristics of Processors 27Identifying Purposes and Characteristics of Memory 30DRAM 32SRAM 34ROM 35CMOS 35

Identifying Purposes and Characteristics of Storage Devices 38

Identifying Purposes and Characteristics of Power Supplies 47Floppy Drive Power Connectors 48

Standard Peripheral Power Connector 50

Identifying Purposes and Characteristics of Display Devices 53

Monitors 60Liquid Crystal Displays (LCDs) 61

Mouse 63Keyboard 64

Common Peripheral Interfaces and Cables 76Identifying Purposes and Characteristics of Cooling Systems 84Fans 85

Chapter 2 Effectively Working with Personal Computer

Installing, Configuring, and Optimizing PC Components 99

Upgrading Input/Multimedia Devices 107Identifying Tools and Diagnostics for PC Components 107

Basic Aspects of Troubleshooting 115

Recognizing and Isolating Issues 118Applying Basic Troubleshooting Techniques 119Performing Preventative Maintenance on Personal Computers 129Summary 131

Chapter 3 Laptops and Portable Devices 139

Understanding Laptop Architecture 142

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Contents xiii

Memory 145Storage 147Displays 149

Removing Laptop-Specific Hardware 168Troubleshooting and Performing Preventative Maintenance

Performing Preventative Maintenance 172Summary 174

Chapter 4 Understanding Operating Systems 181

Understanding Operating Systems 184Operating System Terms and Concepts 185

Alternative Operating Systems 191

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xiv Contents

Chapter 5 Understanding Basics of Installing, Configuring,

Optimizing, and Upgrading Operating Systems 249

Basic Procedure for Device Installation 282Windows Version-Specific Installation Items 283Optimizing Windows 2000 and Windows XP 286

Summary 296

Chapter 6 Identifying Operating System Troubleshooting

and Diagnostic Procedures 305

Step 1: Talk to the Customer 308

Step 3: Eliminate Possibilities 309Step 4: Evaluate Your Results 310

Identifying Important Files in Windows 2000/XP 312Understanding the Windows 2000/XP Boot Process 313

Creating Boot Disks or an Emergency Repair Disk 317Identifying Windows

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Contents xv

Troubleshooting Other Common Problems 322Understanding Windows Reporting 325Identifying Windows-Based Troubleshooting Utilities 326

Identifying Diagnostic Resources 334

Performing Preventative Maintenance on Operating Systems 336

Summary 347

Chapter 7 Understanding the Basics of Printers

Laser and Page Printer Problems 404

xvi Contents

Chapter 8 Networking Fundamentals 423

Understanding Networking Principles 425Understanding Networking Fundamentals 426Identifying Common Network Media 449Understanding Networking Components 460Installing, Configuring, and Troubleshooting Networks 463Installing and Configuring Network Interface Cards 463Obtaining Wired and Wireless Internet Connections 464Troubleshooting Network Interface Cards 475Summary 475

Chapter 9 Understanding Network Security Fundamentals 483

Working with Hardware and Software Security 491Understanding Wireless Security 498Understanding Data and Physical Security 501

Chapter 10 Identifying Safety and Environmental Issues 523

Understanding Safety and Environmental Issues 525Identifying Potential Safety Hazards 526Identifying Environmental Concerns 532

Using Appropriate Repair Tools 542

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Contents xvii

Applying Proper Safety and Disposal Procedures 545Preventing Electrostatic Discharge (ESD) 546Working in a Safe Environment 549

Chapter 11 Understanding Professionalism and

Communication 563

Using Good Communication Skills 566Elicit Problem Symptoms from Customers 569Have the Customer Reproduce the Error 569

Use the Collected Information 570

Punctuality 570

Flexibility 572Confidentiality 572Respect 572Privacy 575

Summary 576

Chapter 12 Working with Personal Computer Components 583

Removing, Installing, and Configuring Components 587

Chapter 13 Laptop and Portable Devices 631

Using Laptops and Portable Devices 634Identifying Applications for Laptop-Specific

Identifying Laptop-Specific Power Requirements 643Understanding LCD Technology 643Removing Devices and Video Sharing 645Removing Laptop-Specific Hardware 646Understanding Video Memory Sharing 648

Identifying Specific Safety Issues 650

Summary 654

Chapter 14 Installing, Configuring, Optimizing, and

Upgrading Operating Systems 663

Managing Disks, Directories, and Files 683

Managing Services, Startup, and Applications 708

Recognizing and Resolving Common Operational Problems and Error Messages 717Using Windows Diagnostic Utilities 7224831xftoc.fm Page xviii Wednesday, September 13, 2006 9:07 AM

Chapter 15 Installing, Configuring, Optimizing, and

Upgrading Printers and Scanners 739

Understanding Printer and Scanner Processes 743

Installing, Configuring, Optimizing, and Upgrading

Printer and Scanner Installation Procedures 751

Optimizing Scanner Performance 761Using Printer and Scanner Troubleshooting Tools and

Techniques 764Multi-meter 765Screwdrivers 765

Summary 769

Chapter 16 Installing, Configuring, Optimizing, and

Upgrading Network Systems 777

Identifying Network Protocols and Technologies 781Identifying Network Connectivity Technologies 7874831xftoc.fm Page xix Wednesday, September 13, 2006 9:07 AM

xx Contents

Working with Additional Network Components 789

Establishing Network Connectivity 791

Using Network Tools and Diagnostics 797

Troubleshooting Network Issues 799Performing Preventative Network Maintenance 801Summary 802

Chapter 17 Installing, Configuring, Upgrading, and

Optimizing Security Systems 809

Understanding Security Baselines 812

Working with Access Control Lists 820

Hotfixes 828

Patches 829

Table of Exercises

Exercise 4.1 Changing a Screensaver 198

Exercise 4.2 Auto-Hiding the Taskbar 199

Exercise 4.3 Starting a Program from the Run Window 204

Exercise 4.4 Viewing System Properties 207

Exercise 4.5 Emptying the Recycle Bin 208

Exercise 4.6 Changing the Time Zone 215

Exercise 4.7 Showing Hidden Files and Folders 225

Exercise 4.8 Searching for a Type of File 234

Exercise 4.9 Using Windows Explorer to Create and Delete Objects 235

Exercise 4.10 Examining File Permissions 239

Exercise 6.1 Making Files Visible in Windows 2000 and Windows XP 311

Exercise 6.2 Using ASR in Windows XP 318

Exercise 6.3 Running CHKDSK in Windows XP 327

Exercise 6.4 Configuring Windows Update in Windows XP 338

Exercise 6.5 Scheduling Backups in Windows XP 340

Exercise 6.6 Creating a Restore Point in Windows XP 344

Exercise 7.1 Identifying the Parts of a Bubble-jet Printer 368

Exercise 7.2 Installing a USB printer 399

Exercise 8.1 Installing a NIC 464

Exercise 9.1 Automated System Recovery in Windows XP 505

Exercise 9.2 Testing Social Engineering 507

Exercise 11.1 Understanding Punctuality 571

Exercise 11.2 Surprise Someone 573

Exercise 12.1 Removing the Motherboard, CPU, Memory, and Adapter Cards 591

Exercise 12.2 Installing the Motherboard, CPU, Memory, and Adapter Cards 592

Exercise 12.3 Removing an Internal Storage Device 595

Exercise 12.4 Installing an Internal Storage Device 596

Exercise 12.5 Removing a Power Supply 600

Exercise 12.6 Adjusting Brightness and Contrast 604

Exercise 12.7 Adjusting Mouse Behavior 608

Exercise 12.8 Installing a CPU Heat Sink 611

Exercise 12.9 Displaying System Resources 618

Exercise 13.1 Removing a Device from Your Laptop 646

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xxii Table of Exercises

Exercise 13.2 Removing and Installing Video Memory 649

Exercise 13.3 Removing and Installing Laptop Batteries 651

Exercise 13.4 Cleaning an LCD Display 652

Exercise 14.1 Using the EDIT Program 670

Exercise 14.2 Changing a File Attribute on Windows XP 674

Exercise 14.3 Command-Line Directory Management 676

Exercise 14.4 Seeing What’s Out There with DIR 678

Exercise 14.5 Creating a New Folder 686

Exercise 14.6 Running CHKDSK in Windows XP 689

Exercise 14.7 Stopping and Restarting a Service 691

Exercise 14.8 Creating a Restore Point 699

Exercise 14.9 Optimizing Virtual Memory 706

Exercise 14.10 Rolling Back a Device Driver 719

Exercise 14.11 Configuring Windows Update in Windows XP 727

Exercise 14.12 Scheduling Backups in Windows XP 728

Exercise 15.1 Installing a USB Printer 757

Exercise 15.2 Installing Memory into a Laser Printer 760

Exercise 15.3 Using an Inkjet Cleaning Solution 766

Exercise 16.1 Renew an IP Address on a Windows XP System 798

Exercise 16.2 Renew an IP Address from the Command Line 798

Exercise 17.1 Recovering a Windows XP System 826

Exercise 17.2 Create a Backup with SuSE Linux 826

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Welcome to the CompTIA A+ Complete Study Guide This is the fourth edition of our selling study guide for the A+ certification sponsored by CompTIA (Computing Technology Industry Association)

best-This book was written at an intermediate technical level; we assume that you already know how

to use a personal computer and its basic peripherals, such as modems and printers, but we also recognize that you may be learning how to service some of that computer equipment for the first time The exams cover basic computer service topics as well as some more advanced issues, and they cover some topics that anyone already working as a technician, whether with computers or not, should be familiar with The exams are designed to test you on these topics in order to certify that you have enough knowledge to fix and upgrade some of the most widely used types of personal desktop computers

We’ve included review questions at the end of each chapter to give you a taste of what it’s like to take the exams If you’re already working as a technical service or support technician,

we recommend you check out these questions first to gauge your level of knowledge (You can also take the Assessment Test at the end of this Introduction, which is designed to see how much you already know.)

Don’t just study the questions and answers—the questions on the actual exams will be different from the practice ones included in this book and on the CD The exams are designed to test your knowledge of a concept or objective, so use this book to learn the objective behind the question.You can use the book mainly to fill in the gaps in your current computer service knowledge You may find, as many PC technicians have, that being well versed in all the technical aspects

of the equipment is not enough to provide a satisfactory level of support—you must also have customer-relations skills We include helpful hints to get the customer to help you help them

What Is A+ Certification?

The A+ certification program was developed by the Computer Technology Industry Association (CompTIA) to provide an industry-wide means of certifying the competency of computer service technicians The A+ certification is granted to those who have attained the level of knowledge and troubleshooting skills that are needed to provide capable support in the field of personal comput-ers It is similar to other certifications in the computer industry, such Novell’s Certified Novell Engineer (CNE) program and the Microsoft Certified Systems Engineer (MCSE) program The theory behind these certifications is that if you need to have service performed on any of their prod-ucts, you would sooner call a technician who has been certified in one of the appropriate certification programs than you would just call the first “expert” in the phone book

The A+ certification program was created to offer a wide-ranging certification, in the sense that it is intended to certify competence with personal computers from many different makers/vendors You must pass two tests to become A+ certified:

 The A+ Essentials (220-601) exam, which covers basic computer concepts, hardware troubleshooting, soft skills (such as customer service), and hardware upgrading, security, and safety

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xxiv Introduction

 One of three “technician” exams—IT Technician (220-602), Remote Support Technician (220-603), or Depot Technician (220-604)—which cover more of the hands-on aspects of the topics tested on in the Essentials exam

You don’t have to take the Essentials and the technician exams at the same time The A+ certification is not awarded until you’ve passed both tests

Depending on which technician exam you take, your official A+ certificate will state which exam you took

Why Become A+ Certified?

There are several good reasons to get your A+ certification The CompTIA Candidate’s mation packet lists five major benefits:

Infor- It demonstrates proof of professional achievement

 It increases your marketability

 It provides greater opportunity for advancement in your field

 It is increasingly a requirement for some types of advanced training

 It raises customer confidence in you and your company’s services

Provides Proof of Professional Achievement

The A+ certification is quickly becoming a status symbol in the computer service industry nizations that include members of the computer service industry are recognizing the benefits of A+ certification and are pushing for their members to become certified And more people every day are putting the “A+ Certified Technician” emblem on their business cards

Orga-Increases Your Marketability

A+ certification makes individuals more marketable to potential employers A+ certified employees also may receive a higher base salary because employers won’t have to spend as much money on vendor-specific training

Provides Opportunity for Advancement

Most raises and advancements are based on performance A+ certified employees work faster and more efficiently, and are thus more productive The more productive employees are, the more money they make for their company And, of course, the more money they make for the company, the more valuable they are to the company So if an employee is A+ certified, their chances of being promoted are greater

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Introduction xxv

Fulfills Training Requirements

A+ certification is recognized by most major computer hardware vendors Some of these vendors apply A+ certification toward prerequisites in their own respective certification programs, which has the side benefit of reducing training costs for employers

Raises Customer Confidence

As the A+ Certified Technician moniker becomes more well known among computer owners, more of them will realize that the A+ technician is more qualified to work on their computer equipment than a noncertified technician is

How to Become A+ Certified

A+ certification is available to anyone who passes the tests You don’t have to work for any particular company It’s not a secret society It is, however, an elite group To become A+ certified, you must do two things:

 Pass the A+ Essentials exam

 Pass the one of the three A+ technician exams: IT Technician, Remote Support Technician, Depot Technician exam

If you already have your A+ certification and wish to upgrade, CompTIA

is allowing you to only take one of the three technician exams to upgrade you certification.

The exams can be taken at any Thompson Prometric or Pearson VUE testing center If you pass both exams, you will get a certificate in the mail from CompTIA saying that you have passed, and you will also receive a lapel pin and business card

To register for the tests, call Thompson Prometric at (800) 77-MICRO (776-4276) or

register online at http://www.2test.com For Pearson VUE, call (877) 551-PLUS (7587) or go

to http://www.vue.com You’ll be asked for your name, Social Security Number (an optional number may be assigned if you don’t wish to provide your Social Security Number), mailing address, phone number, employer, when and where you want to take the test, and your credit card number (arrangement for payment must be made at the time of registration)

What Is an ASC?

More service companies are becoming CompTIA A+ Authorized Service Centers (ASCs) This means that over 50 percent of the technicians employed by that service center are A+ certified Customers and vendors alike recognize that ASCs employ the most qualified service technicians As a result, an ASC gets more business than a nonauthorized service center And, because more service centers want to reach the AASC level, they will give pref- erence in hiring to a candidate who is A+ certified over one who is not.

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xxvi Introduction

Although you can save money by arranging to take more than one test at the same seating, there are no other discounts If you have to take a test more than once in order to get a passing grade, you must pay both times.

Who Should Buy This Book?

If you are one of the many people who want to pass the A+ exams, and pass them confidently,

then you should buy this book and use it to study for the exams The A+ Essentials exam is

designed to measure essential competencies for an entry-level technician The technician

exams are intended to certify that the exam candidate has the necessary skills to work on

microcomputer hardware and typically has at least six months of on-the-job experience

This book was written with one goal in mind: to prepare you for the challenges of the real

IT world, not just to pass the A+ exams This study guide will do that by describing in detail

the concepts on which you’ll be tested

How to Use This Book and CD

We’ve included several testing features throughout the book and on the CD-ROM At the

begin-ning of the book (right after this introduction) is an assessment test for each that you can use to

check your readiness for the actual exams Take both of these exams before you begin reading the

book Doing so will help you determine the areas you may need to brush up on The answers to

each assessment test appear on a separate page after the last question of the test Each answer also

includes an explanation and a note telling you the chapter in which this material appears

To test your knowledge as you progress through the book, there are review questions at the

end of each chapter As you finish each chapter, answer the review questions and then check

your answers—the correct answers appear on the page following the last review question You

can go back to reread the section that deals with each question you got wrong to ensure that

you answer correctly the next time you are tested on the material You’ll also find flash-card

questions You can use these handy question for on-the-go review Download them right onto

your Palm or handheld device for quick and convenient reviewing

In addition to the assessment test and the chapter review question, you’ll find sample exams

for each of the A+ exams Take these practice exams just as if you were actually taking the A+

exams (without any reference material)

Depending on what edition of the book you have, either the Standard or the Deluxe Edition, you will have either eight exams (two each for the 4 A+ tests) or

12 (three each) In the Deluxe Edition, we’ve also included a second CD, which contains a series of instructional videos with author Emmett Dulaney These videos show Emmett performing a number of hands-on tasks and processes you need to be familiar with as a CompTIA A+ technician.

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Introduction xxvii

If you are going to travel but still need to study for the A+ exams, and you have a laptop

with a CD-ROM drive, you can take this entire book with you just by taking the CD-ROM

This book is in PDF (Adobe Acrobat) format so it can be easily read on any computer

The Exam Objectives

Behind every computer industry exam you can be sure to find exam objectives—the broad topics

in which the exam developers want to ensure your competency

As mentioned previously, two tests are required to become A+ certified: the Essentials

exam and one of three technician exams In the following sections, we have listed the

official CompTIA exam objectives However, we want to point out that you will notice a

lot of overlap between the technician objectives CompTIA has made an effort to target

specific job roles with their A+ certification A number of the tasks in these job roles are

similar, thus the overlap

I’m Studying For Is This Book For Me?

You may have noticed that the exam objectives for the three Technician exams look very similar

In fact, they are word for word CompTIA did this intentionally Because the exams are now

job-role based, during their Job Task Analysis, they discovered that a number of the tasks that, say,

a Remote Tech might perform are the same as what an IT or Depot Tech would perform

How-ever, the percentages are the same.

Because it was not logical to release four versions of the book, or make this book into four

parts, each focusing on one of the four A+ exams, we decided to cover all three technician

exams in one However, we have included a very handy tear-out card that maps to each

of the exam objectives In it, you will see which chapters cover which exams, and more

specifically, which objectives.

In addition, we have included bonus exams for each of the four A+ tests, using the same

percentages they use For instance, roughly 18 percent of the IT Tech bonus exams deal

with operating systems, whereas 45 percent of the questions in the Depot Tech exams are on

operating system.

So the answer to your question is yes.

Minimum System Requirements

You should have a minimum of 45MB of disk space, as well as Windows 98 or higher, to use

the Sybex Test Engine You will also need Adobe Acrobat Reader (included).

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xxviii Introduction

Exam objectives are subject to change at any time without prior notice and at CompTIA’s sole discretion Please visit the A+ Certification page of CompTIA’s

most current listing of exam objectives.

The A+ Essentials Exam Objectives

The A+ Essentials exam is designed for candidate with at least 500 hours of hands-on

experience It expects you to understand how to installing, building, upgrading, repairing,

configuring, troubleshooting, optimizing, diagnosing, and performing preventative

main-tenance of basic personal computer hardware and operating systems

The following are the areas (or domains, according to CompTIA) in which you must be

proficient in order to pass the A+ Essentials:

Domain 1: Personal Computer Components 21%

Domain 2: Laptop and Portable Devices 11%

Domain 3: Operating Systems 21%

Domain 4: Printers and Scanners 9%

Domain 7: Safety and Environmental Issues 10%

Domain 8: Communication and Professionalism 5%

Domain 1: Installation, Configuration, and Upgrading

1.1 Identify the fundamental principles of using personal computers

Identify the names, purposes and characteristics of storage devices

 CD / DVD / RW (e.g drive speeds, media types)

 Removable storage (e.g tape drive, solid state such as thumb drive, flash and SD cards,

USB, external CD-RW and hard drive) Identify the names, purposes and characteristics of motherboards

 Form Factor (e.g ATX / BTX, micro ATX / NLX)

 BIOS / CMOS / Firmware

 Riser card / daughter board

Identify the names, purposes and characteristics of power supplies, for example:

AC adapter, ATX, proprietary, voltage

Identify the names purposes and characteristics of processor / CPUs

 CPU chips (e.g AMD, Intel)

 Types of memory (e.g DRAM, SRAM, SDRAM, DDR / DDR2, RAMBUS)

 Connector types (e.g VGA, DVI / HDMi, S-Video, Component / RGB)

 Settings (e.g V-hold, refresh rate, resolution)

xxx Introduction

Identify the names, purposes and characteristics of input devices for example: mouse, keyboard, bar code reader, multimedia (e.g web and digital cameras, MIDI, microphones), biometric devices, touch screen

Identify the names, purposes and characteristics of adapter cards

 Video including PCI / PCI-E and AGP

 Multimedia

 I / O (SCSI, serial, USB, Parallel)

 Communications including network and modem

Identify the names, purposes and characteristics of pots and cables for example: USB 1.1 and 2.0, parallel, serial, IEEE 1394 / firewire, RJ45 and RJ11, PS2 / MINI-DIN, centronics (e.g mini, 36) multimedia (e.g 1 / 8 connector, MIDSI COAX, SPDIF)

Identify the names, purposes and characteristics of cooling systems for example heat sinks, CPU and case fans, liquid cooling systems, thermal compound

1.2 Install, configure, optimize and upgrade personal computer components

Add, remove and configure internal and external storage devices

 Drive preparation of internal storage devices including format / file systems and imaging technology

Install display devices

Add, remove and configure basic input and multimedia devices

1.3 Identify tools, diagnostic procedures and troubleshooting techniques for personal computer components

Recognize the basic aspects of troubleshooting theory for example:

 Perform backups before making changes

 Assess a problem systematically and divide large problems into smaller components to

be analyzed individually

 Verify even the obvious, determine whether the problem is something simple and make

no assumptions

 Research ideas and establish priorities

 Document findings, actions and outcomes

Identify and apply basic diagnostic procedures and troubleshooting techniques for example:

 Identify the problem including questioning user and identifying user changes to

computer

 Analyze the problem including potential causes and make an initial determination of software and / or hardware problems

 Document activities and outcomes

Recognize and isolate issues with display, power, basic input devices, storage, memory, thermal, POST errors (e.g BIOS, hardware)

Apply basic troubleshooting techniques to check for problems (e.g thermal issues, error codes, power, connections including cables and / or pins, compatibility, functionality, software / drivers ) with components for example:

1.4 Perform preventative maintenance on personal computer components

Identify and apply basic aspects of preventative maintenance theory for example:

 Visual / audio inspection

 Driver / firmware updates

 Scheduling preventative maintenance

 Use of appropriate repair tools and cleaning materials

 Ensuring proper environment

Identify and apply common preventative maintenance techniques for devices such as input devices and batteries

Domain 2: Laptops and Portable Devices

2.1 Identify the fundamental principles of using laptops and portable devices

Identify names, purposes and characteristics of laptop-specific:

 Form factors such as memory and hard drives

 Peripherals (e.g docking station, port replicator and media / accessory bay)

 Expansion slots (e.g PCMCIA I, II and III, card and express bus)

xxxii Introduction

 Ports (e.g mini PCI slot)

 Communication connections (e.g Bluetooth, infrared, cellular WAN, Ethernet)

 Power and electrical input devices (e.g auto-switching and fixed-input power supplies, batteries)

 LCD technologies (e.g active and passive matrix, resolution such as XGA, SXGA+, UXGA, WUXGA, contrast radio, native resolution)

 Input devices (e.g stylus / digitizer, function (Fn) keys and pointing devices such as touch pad, point stick / track point)

Identify and distinguish between mobile and desktop motherboards and processors including throttling, power management and WiFi

2.2 Install, configure, optimize and upgrade laptops and portable devices

Configure power management

 Identify the features of BIOS-ACPI

 Identify the difference between suspend, hibernate and standby

Demonstrate safe removal of laptop-specific hardware such as peripherals,

hot-swappable devices and non-hot-hot-swappable devices

2.3 Identify tools, basic diagnostic procedures and troubleshooting techniques for laptops and portable devices

Use procedures and techniques to diagnose power conditions, video, keyboard, pointer and wireless card issues, for example:

 Verify AC power (e.g LEDs, swap AC adapter)

 Verify DC power

 Remove unneeded peripherals

 Plug in external monitor

 Toggle Fn keys

 Check LCD cutoff switch

 Verify backlight functionality and pixilation

 Stylus issues (e.g digitizer problems)

 Unique laptop keypad issues

 Antenna wires

2.4 Perform preventative maintenance on laptops and portable devices

Identify and apply common preventative maintenance techniques for laptops and

portable devices, for example: cooling devices, hardware and video cleaning materials, operating environments including temperature and air quality, storage, transportation and shipping

Introduction xxxiii

Domain 3: Operating Systems

3.1 Identify the fundamentals of using operating systems

Identify differences between operating systems (e.g Mac, Windows, Linux) and describe operating system revision levels including GUI, system requirements, application and hardware compatibility

Identify names, purposes and characteristics of the primary operating system components including registry, virtual memory and file system

Describe features of operating system interfaces, for example:

 Registry data files

Identify concepts and procedures for creating, viewing, managing disks, directories and files in operating systems for example:

 Disks (e.g active, primary, extended and logical partitions)

 File systems (e.g FAT 32, NTFS)

 Directory structures (e.g create folders, navigate directory structures)

 Files (e.g creation, extensions, attributes, permissions)

3.2 Install, configure, optimize and upgrade operating systems

Identify procedures for installing operating systems including:

 Verification of hardware compatibility and minimum requirements

 Installation methods (e.g boot media such as CD, floppy or USB, network installation, drive imaging)

 Operating system installation options (e.g attended / unattended, file system type, network configuration)

xxxiv Introduction

 Disk preparation order (e.g start installation, partition and format drive)

 Device driver configuration (e.g install and upload device drivers)

 Verification of installation

Identify procedures for upgrading operating systems including:

 Upgrade considerations (e.g hardware, application and / or network compatibility)

 Implementation (e.g backup data, install additional Windows components)

Install / add a device including loading, adding device drivers and required software including:

 Determine whether permissions are adequate for performing the task

 Device driver installation (e.g automated and / or manual search and installation of device drivers)

 Using unsigned drivers (e.g driver signing)

 Verify installation of the driver (e.g device manager and functionality)

Identify procedures and utilities used to optimize operating systems for example, virtual memory, hard drives, temporary files, service, startup and applications

3.3 Identify tools, diagnostic procedures and troubleshooting techniques for operating systems

Identify basic boot sequences, methods and utilities for recovering operating systems

 Boot methods (e.g safe mode, recovery console, boot to restore point)

 Automated System Recovery (ASR) (e.g Emergency Repair Disk (ERD))

Identify and apply diagnostic procedures and troubleshooting techniques for example:

 Identify the problem by questioning the user and identifying user changes to the computer

 Analyze problem including potential causes and initial determination of software and / or hardware problem

 Test related components including connections, hardware / software configurations, device manager and consulting vendor documentation

 Evaluate results and take additional steps if needed such as consultation, alternate resources and manuals

 Document activities and outcomes

Recognize and resolve common operational issues such as bluescreen, system lock-up, input / output device, application install, start or load and Windows-specific printing problems (e.g print spool stalled, incorrect / incompatible driver for print)

Explain common error messages and codes for example:

 Boot (e.g invalid boot disk, inaccessible boot drive, missing NTLDR)

 Startup (e.g device / service failed to start, device / program in registry not found)

 Disk management tools (e.g DEFRAG, NTBACKUP, CHKDSK, Format)

 System management tools (e.g device and task manager, MSCONFIG.EXE)

 File management tools (e.g Windows Explorer, ATTRIB.EXE)

3.4 Perform preventative maintenance on operating systems

Describe common utilities for performing preventative maintenance on operating systems for example, software and Windows updates (e.g service packs), scheduled backups / restore, restore points

Domain 4: Printers and Scanners

4.1 Identify the fundamental principles of using printers and scanners

Identify differences between types of printer and scanner technologies (e.g laser, inkjet, thermal, solid ink, impact)

Identify names, purposes and characteristics of printer and scanner components (e.g memory, driver, firmware) and consumables (e.g toner, ink cartridge, paper)

Identify the names, purposes and characteristics of interfaces used by printers and scanners including port and cable types for example:

Install and configure printers / scanners

 Power and connect the device using local or network port

 Install and update device driver and calibrate the device

 Configure options and default settings

 Print a test page

 Print or scan test page

 Use appropriate generic or vendor-specific diagnostic tools including web-based utilities Review and analyze collected data

 Establish probable causes

 Review service documentation

 Review knowledge base and define and isolate the problem (e.g software vs hardware, driver, connectivity, printer)

Identify solutions to identified printer / scanner problems

 Define specific cause and apply fix

 Replace consumables as needed

 Verify functionality and get user acceptance of problem fix

Domain 5: Networks

5.1 Identify the fundamental principles of networks

Describe basic networking concepts

 Cabling (e.g twisted pair, coaxial cable, fiber optic, RS-232)

 Networking models including peer-to-peer and client / server

Identify names, purposes and characteristics of the common network cables