ABOUT THE AUTHOR

TROY MCMILLAN holds more than 30 IT certifications including A+ and Network+. He is a Product Developer and Technical Editor for CyberVista (formerly Kaplan IT), helping individuals and organizations train on technology and prepare for technology certifications. Troy is also a full-time trainer, teaching CompTIA, Cisco, Microsoft, and Wireless classes. He authored previous editions of CompTIA^® A+^® Complete Review Guide from Sybex.

Introduction xxiii

Part I CompTIA A+ Core 1 Exam 220-1101 1

Chapter 1 Mobile Devices 3

1.1 Given a scenario, install and configure laptop hardware and components 5

Hardware/device replacement 5

Physical privacy and security components 9

Exam essentials 10

1.2 Compare and contrast the display components of mobile devices 10

Types 11

Mobile display components 13

Exam essentials 14

1.3 Given a scenario, set up and configure accessories and ports of mobile devices 14

Connection methods 15

Accessories 20

Exam essentials 26

1.4 Given a scenario, configure basic mobile-device network connectivity and application support 26

Wireless/cellular data network (enable/disable) 27

Bluetooth 29

Location services 32

Mobile device management (MDM)/mobile application management (MAM) 32

Mobile device synchronization 36

Exam essentials 40

Review Questions 41

Chapter 2 Networking 45

2.1 Compare and contrast Transmission Control Protocol (TCP) and User Datagram Protocol (UDP) ports, protocols, and their purposes 50

Ports and protocols 50

TCP vs. UDP 53

Exam essentials 54

2.2 Compare and contrast common networking hardware 54

Routers 55

Switches 55

Access points 55

Patch panel 56

Firewall 56

Power over Ethernet (PoE) 56

Hub 58

Cable modem 58

Digital subscriber line (DSL) 58

Optical network terminal (ONT) 59

Network interface card (NIC) 59

Software-defined

networking (SDN) 60

Exam essentials 61

2.3 Compare and contrast protocols for wireless networking 61

Frequencies 61

Channels 62

Bluetooth 63

802.11 63

Long-range

fixed wireless 64

NFC 65

Radio-frequency

identification (RFID) 65

Exam essentials 65

2.4 Summarize services provided by networked hosts 66

Server roles 66

Internet appliances 68

Legacy/embedded systems 69

Internet of Things (IoT) devices 70

Exam essentials 70

2.5 Given a scenario, install and configure basic wired/wireless small office/home office (SOHO) networks 71

Internet Protocol (IP) addressing 71

Exam essentials 79

2.6 Compare and contrast common network configuration concepts 79

DNS 79

DHCP 81

Virtual LAN (VLAN) 82

Virtual private network (VPN) 83

Exam essentials 83

2.7 Compare and contrast Internet connection types, network types, and their features 84

Internet connection types 84

Network types 85

Exam essentials 87

2.8 Given a scenario, use networking tools 87

Crimper 87

Cable stripper 87

WiFi analyzer 87

Toner probe 88

Punchdown tool 88

Cable tester 88

Loopback plug 89

Network tap 89

Exam essentials 89

Review Questions 90

Chapter 3 Hardware 95

3.1 Explain basic cable types and their connectors, features, and purposes 102

Network cables 102

Peripheral cables 107

Video cables 108

Hard drive cables 111

Adapters 117

Connector types 119

Exam essentials 124

3.2 Given a scenario, install the appropriate RAM 124

RAM types 124

Single-channel/Dual-channel 127

Triple Channel 127

Quad-channel 128

Exam essentials 128

3.3 Given a scenario, select and install storage devices 129

Hard drives 129

SSDs 131

Drive configurations 132

Removable storage 134

Exam essentials 139

3.4 Given a scenario, install and configure motherboards, central processing units (CPUs), and add-on cards 139

Motherboard form factor 139

Motherboard connector types 142

Motherboard compatibility 148

Basic Input/Output System (BIOS)/Unified Extensible Firmware Interface (UEFI) settings 153

Encryption 155

CPU architecture 155

Expansion cards 156

Cooling 159

Exam essentials 160

3.5 Given a scenario, install or replace the appropriate power supply 160

Input 115V vs. 220V 161

Output 3.3V vs. 5V vs. 12V 161

20-pin to 24-pin

motherboard adapter 161

Redundant power supply 162

Modular power supply 162

Wattage rating 162

Exam essentials 163

3.6 Given a scenario, deploy and configure multifunction devices/printers and settings 163

Properly unboxing a device – setup location considerations 163

Use appropriate drivers for a given OS 164

Device connectivity 164

Public/shared devices 165

Configuration settings 167

Security 168

Network scan services 169

Automatic document feeder (ADF)/flatbed scanner 169

Exam essentials 170

3.7 Given a scenario, install and replace printer consumables 170

Laser 170

Inkjet 181

Thermal 184

Impact 186

Exam essentials 188

Review Questions 190

Chapter 4 Virtualization and Cloud Computing 197

4.1 Summarize cloud computing concepts 199

Common cloud models 199

Cloud characteristics 200

Desktop virtualization 201

Exam essentials 201

4.2 Summarize aspects of client-side virtualization 202

Purpose of virtual machines 202

Exam essentials 205

Review Questions 206

Chapter 5 Hardware and Network Troubleshooting 209

5.1 Given a scenario, apply the best practice methodology to resolve problems 213

Always consider corporate policies, procedures, and impacts before implementing changes 213

1. Identify the problem 214

2. Establish a theory of probable cause (question the obvious) 214

3. Test the theory to determine cause 215

4. Establish a plan of action to resolve the problem and implement the solution 215

5. Verify full system functionality and, if applicable, implement preventive measures 216

6. Document the findings, actions, and outcomes 216

Exam essentials 216

5.2 Given a scenario, troubleshoot problems related to motherboards, RAM, CPU, and power 216

Common symptoms 217

Exam essentials 224

5.3 Given a scenario, troubleshoot and diagnose problems with storage drives and RAID arrays 225

Common symptoms 225

Exam essentials 228

5.4 Given a scenario, troubleshoot video, projector, and display issues 229

Common symptoms 229

Exam essentials 232

5.5 Given a scenario, troubleshoot common issues with mobile devices 232

Common symptoms 233

Exam essentials 237

5.6 Given a scenario, troubleshoot and resolve printer issues 238

Common symptoms 238

Exam essentials 244

5.7 Given a scenario, troubleshoot problems with wired and wireless networks 244

Common symptoms 244

Exam essentials 247

Review Questions 248

Part II CompTIA A+ Core 2 Exam 220-1102 251

Chapter 6 Operating Systems 253

1.1 Identify basic features of Microsoft Windows editions 263

Windows 10 editions 263

Windows 11 264

Feature differences 264

Upgrade paths 266

Exam essentials 267

1.2 Given a scenario, use the appropriate Microsoft command-line tool 268

Navigation 268

Command-line tools 271

Exam essentials 290

1.3 Given a scenario, use features and tools of the Microsoft Windows 10 operating system (OS) 290

Task Manager 291

Microsoft Management Console (MMC) snap-in 296

Additional tools 312

Exam essentials 320

1.4 Given a scenario, use the appropriate Microsoft Windows 10 Control Panel utility 320

Internet Options 320

Devices and Printers 327

Programs and Features 329

Network and Sharing Center 331

System 331

Windows Defender Firewall 335

Mail 335

Sound 336

User Accounts 337

Device Manager 339

Indexing Options 340

Administrative Tools 340

File Explorer Options 342

Power Options 346

Ease of Access 348

Exam essentials 349

1.5 Given a scenario, use the appropriate Windows settings 349

Time and Language 350

Update and Security 351

Personalization 352

Apps 355

Privacy 356

System 357

Devices 357

Network and Internet 359

Gaming 361

Accounts 362

Exam essentials 362

1.6 Given a scenario, configure Microsoft Windows networking features on a client/desktop 364

Workgroup vs. domain setup 364

Local OS firewall settings 368

Client network configuration 369

Establish network connections 370

Proxy settings 371

Exam essentials 373

1.7 Given a scenario, apply application installation and configuration concepts 374

System requirements for applications 374

OS requirements for applications 375

Distribution methods 376

Other considerations for new applications 377

Exam essentials 378

1.8 Explain common OS types and their purposes 378

Workstation OSs 378

Cell phone/tablet OSs 379

Various filesystem types 380

Vendor life-cycle

limitations 381

Compatibility concerns between OSs 381

Exam essentials 382

1.9 Given a scenario, perform OS installations and upgrades in a diverse OS environment 382

Boot methods 382

Types of installations 384

Partitioning 388

Drive format 389

Upgrade considerations 390

Feature updates 390

Exam essentials 391

1.10 Identify common features and tools of the macOS/desktop OS 391

Installation and uninstallation of applications 391

Apple ID and corporate restrictions 392

Best practices 393

System Preferences 394

Features 398

Disk Utility 401

FileVault 402

Terminal 402

Force Quit 403

Exam essentials 404

1.11 Identify common features and tools of the Linux client/desktop OS 404

Common commands 404

Best practices 411

Tools 414

Exam essentials 415

Review Questions 416

Chapter 7 Security 419

2.1 Summarize various security measures and their purposes 427

Physical security 427

Physical security for staff 432

Logical security 435

Mobile device management (MDM) 436

Active Directory 437

Exam essentials 439

2.2 Compare and contrast wireless security protocols and authentication methods 439

Protocols and encryption 439

Authentication 441

Exam essentials 442

2.3 Given a scenario, detect, remove, and prevent malware using the appropriate tools and methods 443

Malware 443

Tools and methods 449

Exam essentials 452

2.4 Explain common social-engineering attacks, threats, and vulnerabilities 452

Social engineering 452

Threats 455

Vulnerabilities 458

Exam essentials 459

2.5 Given a scenario, manage and configure basic security settings in the Microsoft Windows OS 459

Defender Antivirus 459

Firewall 461

Users and Groups 462

Login OS Options 463

NTFS vs. share permissions 464

Shared files and folders 467

Run as administrator vs. standard user 468

BitLocker 470

BitLocker To Go 470

Encrypting File System (EFS) 470

Exam essentials 471

2.6 Given a scenario, configure a workstation to meet best practices for security 471

Data-at-rest encryption 472

Password best practices 472

End-user best practices 473

Account management 474

Change default administrator’s user account/password 475

Disable AutoRun 475

Disable Autoplay 476

Exam essentials 476

2.7 Explain common methods for securing mobile and embedded devices 476

Screen locks 477

Remote wipes 478

Locator applications 478

OS updates 478

Device encryption 479

Remote backup applications 479

Failed login attempts restrictions 479

Antivirus/anti-malware 479

Firewalls 480

Policies and procedures 480

Internet of Things (IoT) 480

Exam essentials 480

2.8 Given a scenario, use common data destruction and disposal methods 481

Physical destruction 481

Recycling or repurposing best practices 482

Outsourcing concepts 484

Exam essentials 484

2.9 Given a scenario, configure appropriate security settings on small office/home office (SOHO) wireless and wired networks 485

Home router settings 485

Wireless specific 488

Firewall settings 491

Exam essentials 491

2.10 Given a scenario, install and configure browsers and relevant security settings 492

Browser download/installation 492

Extensions and plug-ins 492

Password managers 493

Secure connections/sites – valid certificates 493

Settings 493

Exam essentials 496

Review Questions 497

Chapter 8 Software Troubleshooting 501

3.1 Given a scenario, troubleshoot common Windows OS

problems 505

Common symptoms 505

Common troubleshooting steps 510

Exam essentials 514

3.2 Given a scenario, troubleshoot common personal computer (PC) security issues 514

Common symptoms 514

Browser-related symptoms 517

Exam essentials 518

3.3 Given a scenario, use best practice procedures for malware removal 518

1. Investigate and verify malware symptoms 518

2. Quarantine infected systems 519

3. Disable System Restore in Windows 519

4. Remediate infected systems 519

5. Schedule scans and run updates 519

6. Enable System Restore and create a restore point in Windows 520

7. Educate the end user 520

Exam essentials 520

3.4 Given a scenario, troubleshoot common mobile OS and application issues 520

Common symptoms 521

Exam essentials 524

3.5 Given a scenario, troubleshoot common mobile OS and application security issues 524

Security concerns 524

Common symptoms 526

Exam essentials 527

Review Questions 528

Chapter 9 Operational Procedures 531

4.1 Given a scenario, implement best practices associated with documentation and support systems information management 538

Ticketing systems 538

Asset management 540

Types of documents 542

Knowledge base/articles 545

Exam essentials 545

4.2 Explain basic change-management best practices 545

Documented business processes 546

Change management 546

Exam essentials 548

4.3 Given a scenario, implement workstation backup and recovery methods 548

Backup and recovery 548

Backup testing 550

Backup rotation schemes 550

Exam essentials 551

4.4 Given a scenario, use common safety procedures 552

Electrostatic discharge (ESD) straps 552

ESD mats 553

Equipment grounding 554

Proper power handling 555

Proper component handling and storage 555

Antistatic bags 555

Compliance with government regulations 555

Personal safety 555

Exam essentials 557

4.5 Summarize environmental impacts and local environmental controls 557

Material safety data sheet (MSDS)/documentation for handling and disposal 557

Temperature, humidity-level awareness, and proper ventilation 559

Power surges, brownouts, and blackouts 562

Exam essentials 564

4.6 Explain the importance of prohibited content/activity and privacy, licensing, and policy concepts 565

Incident response 565

Licensing/digital rights management (DRM)/end-user license agreement (EULA) 567

Regulated data 568

Exam essentials 569

4.7 Given a scenario, use proper communication techniques and professionalism 569

Professional appearance and attire 570

Use proper language and avoid jargon, acronyms, and slang, when applicable 570

Maintain a positive attitude/project confidence 571

Actively listen, take notes, and avoid interrupting the customer 571

Be culturally sensitive 571

Be on time (if late, contact the customer) 572

Avoid distractions 572

Dealing with difficult customers or situations 573

Set and meet expectations/time line and communicate status with the customer 574

Deal appropriately with customers’ confidential and private materials 575

Exam essentials 576

4.8 Identify the basics of scripting 576

Script file types 576

Use cases for scripting 577

Other considerations when using scripts 578

Exam essentials 579

4.9 Given a scenario, use remote access technologies 579

Methods/tools 579

Security considerations of each access method 582

Exam essentials 582

Review Questions

Appendix Answers to the Review Questions 587

Chapter 1: Mobile Devices 588

Chapter 2: Networking 589

Chapter 3: Hardware 591

Chapter 4: Virtualization and Cloud Computing 595

Chapter 5: Hardware and Network Troubleshooting 596

Chapter 6: Operating Systems 598

Chapter 7: Security 599

Chapter 8: Software Troubleshooting 602

Chapter 9: Operational Procedures 603

Index 607

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