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CompTIA A+ Cert Guide (220-701 and 220-702)
CompTIA A+ Cert Guide (220-701 and 220-702)
- ISBN 13:
9780789747907
- ISBN 10:
0789747901
- Edition: 2nd
- Format: Hardcover
- Copyright: 02/22/2011
- Publisher: Pearson IT Certification
- Newer Edition
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Summary
Author Biography
Read moreMark Edward Soper has been working with PCs since the days of the IBM PC/XT and AT as a sales person, technology advisor, consultant, experimenter, and technology writer. Since 1992, he’s taught thousands of students across the country how to repair, manage, and troubleshoot the hardware, software, operating systems, and firmware inside their PCs. He’s created many versions of his experimental computer known as “FrankenPC” for this and previous books. Mark earned his CompTIA A+ Certification in 1999 and has written two other A+ Certification books covering previous versions of the A+ Certification exams for Que Publishing.
Mark has contributed to many editions of Upgrading and Repairing PCs, working on the 11th through 18th editions, coauthored Upgrading and Repairing Networks, Fifth Edition, and written two books about digital photography, Easy Digital Cameras and The Shot Doctor: The Amateur’s Guide to Taking Great Digital Photos.
In addition, Mark has contributed to Que’s Special Edition Using series on Windows Me, Windows XP, and Windows Vista, Que’s Windows 7 In Depth, contributed to Easy Windows Vista, has written two books about Windows Vista, including Maximum PC Microsoft Windows Vista Exposed and Unleashing Microsoft Windows Vista Media Center, and two books about Windows 7, Easy Microsoft Windows 7 and Sams Teach Yourself Microsoft Windows 7 in 10 Minutes.
Mark also stays busy on the Web, posting many blog entries and articles at MaximumPC.com, as well as writing articles for Maximum PC magazine. He has taught A+ Certification and other technology-related subjects at Ivy Tech Community College in Evansville, Indiana.
David L. Prowse is a computer network specialist, author, and technical trainer. As a consultant, he installs and secures the latest in computer and networking technology. Over the past several years, he has authored and co-authored a number of networking and computer titles for Pearson Education. In addition, over the past decade, he has taught CompTIA A+, Network+, and Security+ certification courses to more than 2,000 students, both in the classroom and via the Internet.
Table of Contents
Read moreIntroduction xxxvi
Chapter 1 PC Technician Essentials 3
PC Tools 3
Preventing Electrostatic Discharge 4
The CompTIA Six-Step Troubleshooting Process 5
Numbering Systems Used in Computers 6
Decimal Numbering System 6
Binary Numbering System 6
Binary Versus Decimal MB/GB 10
Data Storage and Overhead 11
Hexadecimal Numbering System 14
Measuring Data Transfer and Frequency 14
Bandwidth 14
Parallel Information Transfers 15
Serial Transfers 16
Hertz (Hz) 17
Important Websites 18
Chapter 2 PC Anatomy 101 21
“Do I Know This Already?” Quiz 22
The Essential Parts of Any Computer 25
Front and Rear Views of a Desktop PC 25
All Around a Notebook (Laptop) Computer 27
Quick Reference to PC Components 28
Points of Failure 29
Points of Failure on a Desktop Computer 30
Points of Failure on a Notebook Computer 30
Hardware, Software, and Firmware 31
Hardware 31
Software 31
Firmware 32
Why Hardware, Software, and Firmware Are Important to Understand 33
Working Inside Your PC 33
Opening the Case of a Desktop PC 33
Taking ESD Precautions 34
Connecting Internal and External Data Cables 35
Attaching Cables to the Floppy Drive and Controller 35
Attaching the VGA Cable to a Video Card or Port 37
Installing a PCI Card 38
Hardware Resources 39
Chapter 3 Motherboards, Processors, and Adapter Cards 43
“Do I Know This Already?” Quiz 43
Motherboards and Their Components 47
The System Bus and I/O Bus 48
Form Factors 49
ATX and Micro ATX 49
BTX 49
NLX 51
Riser Cards and Daughterboards 51
Integrated I/O Ports 52
Memory Slots 54
Expansion Slots 54
PCI Slots 55
AGP 55
PCIe (PCI Express) Slots 56
AMR and CNR Slots 58
Mass Storage Interfaces 59
PATA/IDE 60
SATA 61
SCSI 61
Choosing the Best Motherboard for the Job 62
Installing Motherboards 63
Step-by-Step Motherboard Removal (ATX and BTX) 63
Step-by-Step Motherboard Removal (NLX) 65
Preparing the Motherboard for Installation (ATX/BTX) 66
Step-by-Step Motherboard Installation (ATX/BTX) 67
Step-by-Step Motherboard Installation (NLX) 68
Troubleshooting Motherboards 68
System Will Not Start 69
Devices Connected to the Port Cluster Don’t Work 72
Devices Connected to Header Cables Don’t Work 73
Mass Storage Devices Do Not Work Properly 74
Memory Failures 74
Card, Memory, or Heat Sink Blocked by Motherboard Layout 74
Processors and CPUs 75
Overview of Processor Differences 75
Intel Processors 75
AMD Processors 79
Processor Sockets and Packaging 83
CPU Technologies 84
Hyperthreading (HT Technology) 84
Dual-Core and Multi-Core 85
Processor Throttling 85
Microcode (MMX) 85
Overclocking 86
Cache 87
VRM 88
Speed (Real Versus Actual): Clock Speed Versus Performance 88
32-bit Versus 64-bit 89
Choosing the Best Processor for the Job 89
Performance 89
Thermal Issues 89
32-bit Versus 64-bit (x64) Compatibility 90
Other Processor Features 90
Installing Processors 90
Removing the Heat Sink 91
Removing the Processor 93
Installing a New Processor 94
Slot-Type CPU (early Pentium III, early AMD Athlon, and Others) 96
Troubleshooting Processors 98
System Runs Slower Than Rated Speed 98
Processor Failure 99
Installing Adapter Cards 99
General Installation 100
Display Adapters 103
Sound Cards 104
Video Capture Cards 104
Troubleshooting Adapter Cards 105
Device Connected to Adapter Card Doesn’t Work 105
Performing Driver and Firmware Upgrades 106
Chapter 4 BIOS 111
“Do I Know This Already?” Quiz 111
Understanding BIOS, CMOS, and Firmware 115
Configuring the System BIOS 117
Accessing the BIOS Setup Program 118
BIOS Settings Overview 120
Automatic Configuration of BIOS/CMOS Settings 123
Selecting Options 124
Main Menu 124
Standard Features/Settings 125
Floppy Drive BIOS Configuration 126
PATA and SATA BIOS Configuration 126
System Information 127
Integrated Peripherals 129
Onboard Devices 130
I/O Devices 131
PATA/IDE and SATA Configuration 132
Power Management 134
PnP/PCI Configurations 135
Hardware Monitor 136
Processor and Memory Configuration 137
Security Features 138
Exiting the BIOS and Saving/Discarding Changes 139
Power-On Self-Test and Error Reporting 140
Beep Codes 141
POST Error Messages 142
POST Hex Codes 143
BIOS Updates 144
Flash BIOS Update 145
BIOS Chip Replacement 147
Chapter 5 Power Supplies and System Cooling 153
“Do I Know This Already?” Quiz 153
Power Supplies 157
Power Supply Ratings 157
Multivoltage Power Supplies 159
Causes and Cures of Power Supply Overheating 161
Overloading 161
Fan Failure 163
Inadequate Air Flow Outside the System 163
Inadequate Air Flow Inside the System 164
Dirt and Dust 164
Replacing Power Supply Form Factors and Connectors 165
Removing and Replacing the Power Supply 168
Testing Power Supplies with a Multimeter 170
Determining Power Supply DC Voltage Levels 172
Avoiding Power Supply Hazards 174
Power Protection Types 175
Surge Suppressors 176
Battery Backup Units (UPS and SPS) 178
Power Conditioning Devices 180
Buying the Correct-Sized Battery Backup System 180
Troubleshooting Power Problems 181
System Cooling 182
Passive and Active Heat Sinks 183
North/Southbridge Cooling 184
Video Card Cooling 186
Case Fans 187
Thermal Compound 188
Liquid Cooling Systems 191
Chapter 6 RAM 195
“Do I Know This Already?” Quiz 195
RAM Basics 199
RAM Types 201
DRAM 201
SRAM 201
SDRAM 202
DDR SDRAM 202
DDR2 SDRAM 202
DDR3 SDRAM 203
Rambus 203
Operational Characteristics 204
Comparison of Memory Modules 205
Memory Module Width 206
Parity and Non-Parity Memory 207
ECC and Non-ECC Memory 208
Registered and Unbuffered Memory 209
Single-Sided and Double-Sided Memory 209
Installing DIMMs and Rambus RDRAM Modules 210
Troubleshooting Memory 212
Verifying RAM Compatibility 212
Overclocking Can Lead to System Instability 213
Avoid Mixing Metals in RAM and Sockets 213
Use Caution When Mismatching RAM Speeds 213
EDO Compatibility with Other RAM Types 214
“Parity Error - System Halted” Message 215
RAM-Sizing Errors at Bootup 215
Determining Whether Cache RAM Is the Source of a Memory Problem 216
Other Methods for RAM Testing 216
Preventative Maintenance for Memory 217
Chapter 7 I/O and Multimedia Ports and Devices 221
“Do I Know This Already?” Quiz 221
Understanding I/O Ports 225
USB 225
USB Port Types, Speeds, and Technical Details 225
Adding USB Ports 228
SCSI 229
Multiple Device Support with SCSI Host Adapters 229
Jumper Block and DIP Switch Settings for Device IDs 230
SCSI Standards 232
SCSI Cables 233
SCSI Signaling Types 234
Daisy-Chaining SCSI Devices 234
SCSI Host Adapter Card Installation 236
SCSI Daisy-Chain Maximum Length 236
SCSI Termination Methods 237
Serial (COM) 238
Serial Port Pinouts 240
Types of Serial Cables 241
Standard IRQ and I/O Port Addresses 243
How to Configure or Disable Serial Ports 243
Serial Port Software Configuration 244
Adding Additional Serial Ports 245
Parallel (LPT) 246
Parallel Port Configuration 248
IEEE 1394 (FireWire) 253
IEEE 1394 Ports and Cables 253
IEEE 1394—Compatible Devices and Technical Requirements 254
Installing an IEEE 1394 Card 254
PS/2 (Mini-DIN) 255
Centronics 255
1/8-inch Audio Mini-Jack 256
SPDIF Digital Audio 256
MIDI Port 257
RG-6 Coaxial 258
Understanding Input Devices 258
Keyboard 258
Mouse and Pointing Devices 259
Mouse Resource Usage 260
Bar Code Reader 260
Biometric Devices 260
Touch Screens 261
Touch Screen Interfacing to the Computer 261
Understanding Multimedia Devices 262
Webcam 262
Digital Camera 262
MIDI Music and MIDI Ports 262
Sound Card 262
Microphone 263
Video Capture Card 264
Installing Input and Multimedia Devices 264
Installing a Keyboard 265
Installing a Mouse or Other Pointing Device 265
Installing a Bar Code Reader 265
Installing a Webcam 266
Installing a Digital Camera 266
Installing a MIDI Port 267
Installing a Microphone 267
Installing a Biometric Device 268
Installing a Touch Screen 268
Installing a Sound Card 268
Installing a Video Capture Card 269
Troubleshooting Input and Multimedia Devices 270
Troubleshooting Keyboards 270
Troubleshooting Mice and Pointing Devices 270
Mouse Pointer Won’t Move 272
Jerky Mouse Pointer Movement 273
User Can’t Double-Click Icons 274
Troubleshooting Touch Screen 274
Troubleshooting Sound Card 275
Sound Card Plays Sounds But Can’t Record CD-Quality Sound 275
Sound Card Works in Some Systems But Not in Others 275
Sound Playback Is Distorted or Choppy 275
No Sound at All from Sound Card 275
Sound Card Can’t Play MIDI Files 276
Troubleshooting SCSI Devices 277
External SCSI Device Isn’t Available 277
External or Internal SCSI Device Isn’t Available 278
Troubleshooting I/O Ports 278
Troubleshooting USB Ports and Devices 278
USB Devices Not Recognized 278
USB Port Problems 279
Troubleshooting IEEE 1394 Ports and Devices 280
System Can’t Detect the IEEE 1394 Card or Port 280
Incorrect Driver for IEEE 1394 Card or Device 281
Troubleshooting Parallel (LPT) Ports and Devices 281
Parallel Port Mode Problems 281
Problems with Daisy-Chained Devices 282
Cabling and Port Problems 282
Testing Parallel Ports 283
Switchbox Problems 284
Troubleshooting Serial Ports and Devices 284
COM 4 I/O Port Conflicts 284
Serial Port Drops Characters When Multitasking 284
Can’t Connect Serial Devices to Port Because of Mismatched Connectors 285
Serial Cabling and Port Problems 285
Serial Configuration Problems 286
Testing Serial Ports 286
Maintaining Input Devices 286
Maintaining Mice and Pointing Devices 286
Maintaining Keyboards 288
Chapter 8 Video Displays and Graphics Cards 293
“Do I Know This Already?” Quiz 293
Video (Graphics) Card Types 297
Video Card Cooling 297
Installing a Video Card 298
BIOS Configuration 298
Video Card Physical and Driver Installation 299
Display Types 301
CRT Monitor 302
LCD Monitor 303
Data Projector 303
Video Connector Types 304
VGA 305
DVI 305
HDMI 307
Component/RGB 307
S-Video 308
Composite 308
Display Settings 308
Resolution 309
Color Quality (Color Depth) 311
Refresh Rates 312
Installing a Monitor 313
Troubleshooting Displays and Video Cards 314
Troubleshooting Picture Quality Problems with OSD 314
Using Advanced Display Properties for Troubleshooting 316
Troubleshooting Video Hardware 317
Preventative Maintenance for Displays 319
Chapter 9 Laptops and Portable Devices 323
“Do I Know This Already?” Quiz 323
Fundamental Features of Laptops and Portable Devices 327
Memory 329
Storage Devices 330
Peripherals 331
Docking Stations and Port Replicators 331
Media and Accessory Bays 333
Expansion Slots 334
PCMCIA (PC Card, CardBus) 334
ExpressCard 337
Mini-PCI and Mini-PCIe 338
Communications Connections 340
Bluetooth 340
Infrared (IrDA) 341
Cellular WAN 342
Ethernet 342
Wireless Ethernet (WLAN or Wi-Fi) 343
LCD Screen Technologies 343
Active Matrix 344
Passive Matrix 344
Screen Resolutions 344
Screen Quality Considerations 345
Input Devices 346
Stylus and Digitizer 347
Fn Keys 347
Touch Pad 347
Pointing Stick / TrackPoint 349
Power Management Issues 349
Processor Throttling 350
Peripheral Power Management 350
Power Sources 350
Battery Types 350
AC Adapters 351
Configuring Power Management 353
ACPI 353
Suspend, Standby, and Hibernate Modes 356
Applications for Portable and Laptop Hardware 357
Using Communications Connections 357
Using Bluetooth 358
Using Infrared (IrDA) 358
Using Cellular WAN 359
Using Ethernet 359
Using Wireless Ethernet (WLAN) 359
Working with Power Sources 363
Working with Display Subsystem Components 363
Adjusting the Amount of Shared Video Memory 364
Adjusting Brightness and Contrast on a Laptop Computer’s Display 364
Using DualView to Work with a Secondary Monitor or Projector 365
Cloning the Laptop Display to a Secondary Display or Projector 367
Safe Removal of Laptop-Specific Hardware 369
Safe Removal of PC Cards 370
Safe Removal of ExpressCards 370
Safe Removal of Batteries 370
Safe Removal and Installation of Mini-PCI Cards 372
Safe Removal and Installation of Hard Disk Drives 373
Safe Removal of Optical Drives 374
Safe Removal and Installation of Memory 375
Safe Removal of LCD Panels 376
Safe Removal and Replacement of Pointing Devices 377
Portable and Laptop Diagnostics 379
Power Troubleshooting 379
AC Power Troubleshooting 379
DC Power Troubleshooting 380
Display Troubleshooting 380
Using an External Monitor to Check the Display Subsystem 381
Solving Internal Display Problems 381
LCD Cutoff Switch 381
Checking for Backlight Problems 381
Dead Pixels 382
Other Components 382
Removing Peripherals 382
Stylus and Digitizer Problems 383
Keypad Problems 383
Antenna Wires 384
Preventative Maintenance for Laptops and Portable Devices 384
Cooling Devices 384
Display Screens 386
Suitable Operating Environments 386
Air Temperature 386
Air Quality 386
Storage Methods 386
Transportation and Shipping 386
Chapter 10 Security 391
“Do I Know This Already?” Quiz 391
Security Fundamentals 395
Secure and Insecure File Systems 395
Authentication Technologies 395
Username/Password/PIN 396
Smart Cards 396
Biometrics 396
Protection Against Viruses and Malware 397
Software Firewalls 397
Hardware Recycling and Deconstruction 398
Securing Wireless Networks 398
WEP and WPA Encryption 398
Access Point Configuration for Maximum Security 399
DHCP Versus Static IP Addresses 400
Changing the SSID 400
Disabling SSID Broadcast 401
MAC Address Filtering 402
Changing Default Administrator User Password 403
Updating Access Point Firmware 404
Firewall Features 405
Data and Physical Security 405
Data Access Local Security Policy 405
Encryption Technologies 406
Encrypting File System 406
BitLocker Encryption 407
Backups 408
Data Migration 408
Data and Data Remnant Removal 409
Password Management 409
Locking a Workstation 410
Incident Reporting 410
Social Engineering 411
Access Control Purposes and Principles 412
Operating System Access Control 412
User, Administration, and Guest Accounts 412
User Account Control (UAC) 412
Groups 413
Permissions Actions, Types, and Levels 414
Permission Inheritance and Propagation 414
Moving and Copying Folders and Files 415
Components 415
Restricted Spaces 415
Auditing and Event Logging 415
Installing, Configuring, and Troubleshooting Security Features 417
BIOS Security Features 417
Software Firewalls 418
Configuring Exceptions 419
Troubleshooting Software Firewalls 421
Wireless Network Configuration 422
Configuring a Wireless Client with Windows XP SP2/SP3 422
Configuring a Wireless Client with Windows Vista 425
Configuring a Wireless Client with Windows 7 426
Troubleshooting Wireless Clients 427
Unused Wireless Connections 428
File Systems (Converting From FAT32 To NTFS) 430
Malicious Software Protection 431
Types of Malware and Infection Methods 432
Training Users in Malware Protection 432
Chapter 11 Printers 435
“Do I Know This Already?” Quiz 435
Printing Fundamentals 439
Laser Printers 439
How Laser Printers Use Memory 440
Toner Cartridges 442
Laser Printer Paper and Media 443
Inkjet Printers 444
Ink Cartridges 444
Inkjet Printer Paper and Media 446
Thermal Printers 446
Thermal Printer Ribbons 446
Thermal Printer Paper 447
Impact Printers 447
Impact Printer Ribbons 448
Impact Printer Paper and Media 448
Printer and Scanner Control 449
Drivers 450
Firmware 450
Print Processes 450
Laser Print Process 451
Step 1: Cleaning 452
Step 2: Conditioning 452
Step 3: Writing 452
Step 4: Developing 453
Step 5: Transferring 453
Step 6: Fusing 453
Color Laser Printing Differences 453
Inkjet Print Process 453
Thermal Print Processes 454
Impact Print Process 455
Interface Types 456
Adding Bluetooth Support 457
Adding Ethernet Support 457
Adding 802.11Wireless Ethernet (WLAN) Support 458
Adding Infrared Support 458
Printer Installation 458
Verifying Device Compatibility with Operating System and Applications 458
Connecting the Device 459
Installing Device Drivers 459
Using the Add Printer Wizard (Windows Vista and XP) 459
Using the Add Printer Wizard (Windows 7) 461
Installing a Printer or Multifunction Unit with a Vendor-Supplied Driver 461
Calibrating the Device 462
Configuring Options and Device Settings 462
Printer Options 462
Printing a Test Page 466
Educating the User About Basic Functionality 467
Optimizing Printer Performance 467
Tray Switching 467
Print Spooler Settings 468
XPS Features in Windows 7 and Vista 469
Device Calibration 470
Media Types 470
Paper Orientation 471
Print Order 472
Installing and Configuring Printer Upgrades 472
Memory 473
Firmware 474
Printer Troubleshooting Tools and Techniques 475
Identify the Problem 475
Identifying Symptoms 475
Review Device Error Codes 476
Review Computer Error Messages and Logs 476
Using the Self-Test Feature 477
Using Diagnostic Tools 478
Establishing a Theory of Probable Cause 478
Reviewing Service Documentation 478
Reviewing Knowledge Base 479
Defining and Isolating the Problem 479
Testing the Theory to Determine Cause 480
Problem: A complex document (one with many fonts or graphics) does not print 480
Problem: Repetitive marks on laser-printed document 481
Establishing a Plan of Action to Resolve the Problem and Implement the Solution 481
Verifying Full System Functionality and Implementing Preventative Measures (if Applicable) 481
Documenting Findings, Actions, and Results 481
Troubleshooting Print Failures 482
Paper Out 482
Clearing Print Queue 482
Restarting Print Queue 483
Power Off, Power On Printer 483
Paper Jams 483
Print Quality Problems 484
Error Messages and Codes 487
Performing Preventative Maintenance 489
Installing Maintenance Kits 489
Resetting Paper Counts 489
Cleaning Rollers, Printheads, and Other Components 489
Checking for a Suitable Environment 490
Using Recommended Supplies 491
Recommended Tools 491
Multimeter 491
Screwdrivers 492
Cleaning Solutions 492
Extension Magnet 492
Chapter 12 Storage Devices 497
“Do I Know This Already?” Quiz 497
Floppy Disk Drives 501
Floppy Disk Types 502
Floppy Disk Drive Hardware Configuration 503
Floppy Disk Drive Physical Installation and Removal 505
Floppy Drive BIOS Configuration 505
Maintaining Floppy Disks, Data, and Drives 507
Hard Disk Drives 508
PATA and SATA Data and Power Cables 509
PATA Drive Jumpering and Cable Select 510
ATA Specifications 511
ATA/IDE Drive Physical Installation 512
SATA Hard Drive Physical Installation 514
Installing an SATA Host Adapter 516
PATA BIOS Configuration 517
SATA BIOS Configuration 520
eSATA 521
Creating an ATA or SATA RAID Array 523
ATA/IDE Performance Optimization 526
PIO and DMA Transfer Modes 526
IDE Block Mode 528
IDE Busmastering Drivers 528
Enabling DMA Transfers for PATA Devices in Windows 528
Adjusting Disk Caching Settings in Windows 530
CD, DVD, and Blu-ray Optical Drives 530
CD, DVD, and Blu-ray Drive Interfaces 532
Physical Installation of Optical Drives 533
Recording CDs and DVDs in Windows XP 533
Recording CDs and DVDs in Windows Vista and 7 535
IDE/ATAPI Optical Drive Installation Issues 536
Removable Storage 537
Tape Drives 538
Flash Memory and Card Readers 539
Flash Card Reader 541
Installing and Using a Flash Card Reader 542
Hot-Swapping Flash Memory Cards 543
USB Flash Memory Drives 543
Hot-Swapping USB Flash Memory Drives 544
External Hard Disks 545
Hot-Swapping USB or IEEE-1394—Based External Hard Disks 545
Solid State Drives (SSDs) 546
Troubleshooting Storage 547
Troubleshooting Floppy Disk Drives 547
Internal Floppy Drive Cabling Problems 547
BIOS Configuration Problems 547
Drive Reliability and Compatibility Problems 547
Changeline Problems 549
Isolating Floppy Subsystem Problems 549
Troubleshooting PATA (ATA/IDE) Drives 550
Incompatible PATA Cables 550
UDMA-66 or Faster Drive Limited to UDMA-33 Speeds 550
No Power to Drive 551
Cables Attached Incorrectly to ATA/IDE Interface or Drive 551
Physical or Electronic Damage to Drive 551
Jumpering Issues 552
Drive Not Ready Error 552
Troubleshooting SATA and eSATA Drives 552
Loose Data and Power Cables 552
eSATA Drive Cannot Be Accessed 553
SATA 3Gbps Drive Runs in Reduced Performance Mode (1.5Gbps) 553
Physical or Electronic Damage to Drive 553
Using Hard Disk Diagnostics 554
Troubleshooting CD-ROM and DVD Drives 554
Read Delays After New Media Is Inserted 555
Drive Not Supported by CD/DVD Mastering Program 555
Can’t Write to Media 557
Can’t Read Some Media Types in CD-ROM or DVD Drives 559
Buffer Underrun Failures 559
Damage to Media Prevents Drive from Reading Media 560
Can’t Play Music Through Sound Card’s Speakers 560
Troubleshooting Removable-Media, External, and Tape Drives 561
Drive Not Recognized Problems 561
Read/Write Problems 562
Chapter 13 Using and Managing Windows 567
“Do I Know This Already?” Quiz 568
Differences in Windows Versions 572
GUI 572
System Requirements 575
Application Compatibility 576
Program Compatibility Wizard in Windows 7 576
Program Compatibility Wizard in Windows XP and Vista 577
Additional Application Compatibility Features 579
Primary Windows Components 580
Registry 580
Windows Interfaces 581
Windows Explorer 581
Common Tasks View in Windows XP 583
Windows Vista Favorite Links View 584
Windows 7 Explorer View 585
Changing Viewing Options in Windows Explorer 586
Displaying Objects in Files and Folders 587
Windows Vista Additions to Windows Explorer 588
Windows 7 Additions to Windows Explorer 589
My Computer 590
Control Panel 591
Starting Control Panel 595
Shortcuts to Control Panel Functions 596
Command Prompt 596
Network 597
My Network Places 598
Devices and Printers 598
Taskbar/Notification Area 600
Start Menu 603
Adding, Removing, and Sorting Start Menu Items and Folders with Windows Vista/XP 603
Adding and Removing Start Menu Items and Folders with Windows 7 605
Adjusting Start Menu Properties 605
Jump ListsWindows 607
Indexing 608
Essential Operating System Files 609
Windows 7 and Vista Boot Sequence 610
Windows XP Boot Sequence 610
BOOT.INI 611
NTLDR and NTDETECT.COM 612
NTBOOTDD.SYS 612
Registry Data Files 612
Backing Up Registry Data Files 613
hiberfil.sys 614
Disk Partition, File, and Folder Management 615
Disk Partitions 615
Using Disk Management 617
Mount Points and Mounting a Drive 623
Windows File Systems 624
FAT32 624
exFAT (FAT64) 625
NTFS 625
Convert.exe 626
Working with Folders/Directories 628
Working with Libraries in Windows 7 629
Managing Folders in a Library 630
Changing Viewing Options 631
File Management 631
Creating Files 632
File Types 632
Naming Files 634
Long Filenames and DOS Alias Names 634
File Extensions 635
Symbolic Links 636
Setting and Displaying File and Folder Attributes in Windows Explorer 636
File Permissions 639
DEFRAG 640
NTBackup 641
Using Windows Vista’s Backup and Restore Center 643
Using Windows 7’s Backup and Restore 644
CHKDSK.EXE 647
Format/Format.exe 648
Using Format with Floppy, USB Flash, and Removable-Media Drives 649
Formatting Floppy and Hard Disks with Windows Explorer 649
Windows Explorer Command-Line Options 651
Command-Line Functions 652
Starting a Command-Prompt Session with CMD.EXE 652
Internal Commands Overview 653
Using Wildcards to Specify a Range of Files 654
HELP 655
DIR 655
EDIT 657
COPY 658
XCOPY 658
MD/CD/RD 661
System Management Tools 662
Device Manager 662
Computer Management and the MMC 665
Task Manager 666
MSCONFIG.EXE 668
REGEDIT.EXE 670
Event Viewer 672
System Restore 673
Remote Desktop 676
Configuring Your Windows System to Accept Remote Client Connections 677
Connecting Remotely 678
Ending the Remote Session 680
Optimizing Windows 680
Virtual Memory, Performance Monitor, and System Monitor 680
Hard Disk 684
Temporary Files 684
Temporary File Settings in Windows 7/Vista/XP/2000 685
Services 686
Startup 688
Applications 688
Adjusting the Balance Between Background Services and Application Response 688
Adjusting the Priority of a Process 689
Stopping Unresponsive Applications 690
Chapter 14 Installing and Upgrading Windows Operating Systems 695
“Do I Know This Already?” Quiz 695
Installing Operating Systems 699
Verifying Hardware Compatibility and Minimum Requirements 699
Comparing Windows 7 Editions 701
Migrating User Data 702
Installation Methods 704
Starting a Clean Installation of Windows 7 from the Distribution DVD 704
Starting a Clean Installation of Windows Vista from the Distribution DVD 707
Installing Windows XP from the Distribution CD 710
Network Drive Installation 711
Disk Image 712
Installing Windows from a Recovery DVD/CD 713
Using Boot Disks to Start the Installation (XP and 2000 only) 713
Installing Windows 7 or Windows Vista from a USB Thumb Drive 714
Installation Method Options 716
Attended Versus Unattended Installation 716
Network Configuration 717
Preparing the Hard Disk for Installation 718
Providing Device Drivers During Installation 722
Verifying Installation 723
Upgrading Operating Systems 726
Preparations to Make Before Upgrading to a Newer Version of Windows 727
Upgrading to Windows 7 from Windows Vista 728
Upgrading to Windows Vista from Windows XP 732
Upgrading to Windows 7 from Windows XP 734
Upgrading to Windows XP from 2000 735
Troubleshooting a Windows Upgrade 736
Chapter 15 Troubleshooting and Maintaining Windows 743
“Do I Know This Already?” Quiz 743
Troubleshooting Windows 747
Recovering an Operating System 747
Last Known Good Configuration, Safe Mode, and Other Advanced Boot Options 747
Windows Recovery Environment (WinRE) 751
Recovery Console 753
Using System Restore with Advanced Boot Options 757
Using Windows 7’s Image Backup 757
Using Windows Vista’s Complete PC Backup 759
Using Automated System Recovery (ASR) (Windows XP) 760
Using the Emergency Repair Disk (Windows 2000) 761
Diagnosing and Troubleshooting Other Problems 762
Identifying the Problem: User Interview 762
Analyzing the Problem 763
Identifying the Problem: Logs and Services 764
Recording Symptoms and Error Codes 766
Checking Configurations and Device Manager 767
Common Problems 767
STOP (Blue Screen) Errors 767
Auto Restart Errors 769
System Lockups 770
DxDiag 773
I/O Devices 773
Driver Signing 774
Application Troubleshooting 774
Application Start or Load Failure 775
Print Spooler Stalled 776
Incorrect/Incompatible Printer Driver 777
Common Error Messages and Codes 777
Windows 7/Vista Boot Errors 777
Windows XP/2000 Boot Errors 779
Device/Service Startup Errors 780
More Windows Errors and Error Reporting 781
Solving Disk Problems 782
Using Diagnostic Utilities and Tools 783
Can’t Boot from Hard Disk 783
Using Task Manager 784
Troubleshooting with Device Manager 786
Using System File Checker (SFC) 790\
Maintaining Windows 790
Installing Service Packs and Hotfixes 790
Using Windows Update and Microsoft Update 793
Performing Scheduled Backup and Restore 794
Image Backups 794
Chapter 16 Networking 799
“Do I Know This Already?” Quiz 800
Network Models 805
Client/Server 805
Servers 806
Clients 807
Peer-to-Peer 807
Internet Connectivity Technologies 808
Modems and Dial-Up Internet Connectivity 808
Modem Technologies and Types 809
Analog Modem Installation 812
Dial-Up Internet Service Providers 813
Creating a Dial-Up Connection 813
Requirements for a Dial-Up Internet Connection 814
ISDN Internet Connectivity 814
ISDN Hardware 815
Setting Up an ISDN Connection 815
Broadband Internet Services (DSL, Cable, Satellite) 816
DSL 816
Cable Internet 818
Satellite 818
LANs and Internet Connectivity 820
Network Protocols 820
TCP/IP 820
NetBEUI/NetBIOS 821
TCP/IP Applications and Technologies 821
ISP 821
HTTP/HTTPS 821
SSL 822
TLS 822
HTML 822
FTP 822
Telnet 823
SSH 824
DNS 824
E-mail 825
SMTP 826
POP 826
IMAP 826
Ports 826
Network Topologies 827
Network Types 828
Wired Ethernet Types 828
Wireless Ethernet 829
Bluetooth 830
Infrared 830
Cellular 831
VoIP 831
Cable and Connector Types 832
UTP and STP Cabling 832
Fiber-Optic Cabling 834
Coaxial Cabling 836
Plenum and PVC 837
Connector Types 837
Installing Network Interface Cards 838
PCI and PCI Express 838
USB 839
PC Card/CardBus 839
Configuring Network Interface Cards 839
Hardware Resources 839
Media Type 840
Full/Half-Duplex 840
Wireless Ethernet (WLAN) Configuration 840
Switches and Hubs 841
Beyond LANs–Repeaters, Bridges, and Routers 842
Networking Configuration 843
Installing Network Protocols in Windows 843
TCP/IPv4 Configuration 844
TCP/IP Configuration with a DHCP Server 845
TCP/IP Alternate Configuration 846
TCP/IP User-Configured IP and DNS Addresses 847
TCP/IP User-Configured Advanced Settings 847
Understanding IP Addressing, Subnet Masks, and IP Classes 847
WINS Configuration 850
Gateway 851
DNS Configuration 851
IPv6 IP Addressing 851
NetBEUI Configuration 853
Setting Up Shared Resources 853
Installing File and Printer Sharing 854
Shared Folders and Drives 855
Sharing a Folder Using Simple File Sharing 855
Sharing a Folder with User/Group Permissions in Windows Vista or Windows 7
857
Shared Printers 858
Administrative Shares 858
Setting Up the Network Client 858
Installing Network Client Software 859
Installing a Network Printer 859
Using Shared Resources 860
The Universal Naming Convention (UNC) 861
Fully Qualified Domain Names (FQDNs) 862
Mapped Drives 863
Browser Installation and Configuration 864
Setting Up Your Browser to Use Your Internet Connection 865
Enabling/Disabling Script Settings 867
Configuring Browser Security Settings 867
Using Network Command-Line Tools 868
Using the Net Command 868
Using Ping 868
Using Tracert 869
Using NSLookup 870
Using Ipconfig 870
Network and Internet Troubleshooting 871
Can’t Access Network Resources 871
Significant Drops in Network Performance 872
Unattended PC Drops Its Network Connection 873
All Users Lose Network Connection 873
Users Can Access Some Shared Resources But Not Others 874
Can’t Print to a Network Printer 874
Ping and Tracert Work, But User Can’t Display Web Pages with Browser 874
Overview of Creating a Small Office/Home Office (SOHO) Network 874
Chapter 17 Safety and Environmental Issues 879
“Do I Know This Already?” Quiz 879
Recycling and Disposal Issues 883
Disposing of Batteries 883
Recycling Toner and Printer Cartridges 883
Disposing of Chemical Solvents and Cans 884
Disposing of Obsolete Monitors and Computer Hardware 884
Using an MSDS (Material Safety Data Sheet) 885
Electrostatic Discharge (ESD) 885
Preventing ESD 886
Power Diagnostics, ESD, and Safety 887
Protection Devices 888
Correct Storage for Equipment 889
Additional ESD Precautions 890
Hazards 890
High Voltage Hazards 891
Printers 891
The Power Supply 891
CRT Monitors 892
Systems in Suspend Mode 893
Precautions Against Electric Shock 893
Discharging CRTs 894
Mechanical Hazards 895
Tripping Hazards 895
Liquid Hazards 896
Situational Hazards 896
Atmospheric Hazards 897
Heavy Equipment Hazards 897
Environmental and Accident Incident Handling 898
Chapter 18 Troubleshooting and Communications Methods 901
“Do I Know This Already?” Quiz 901
Troubleshooting Methods Overview 905
The Client Interview 907
Tips for Conducting the Client Interview 908
How to Evaluate the Client’s Environment 909
Testing Power 909
Looking for Sources of Interference 910
Recording Symptoms and Error Codes 910
Determining Whether a Problem Is Caused by Hardware or Software 911
What Components to Check First 914
Points of Failure on the Outside of the Computer 914
“Known-Working” Doesn’t Mean “New”–Best Sources for Replacement Parts 915
Keeping Track of Your Solutions 916
Where to Go for More Information 916
Useful Hardware and Software Tools 918
Hardware Diagnostics 918
Cleaning and Maintenance Tools 920
Recommended Equipment Cleaning Products 921
Selecting and Using a Computer-Compatible Vacuum Cleaner 922
Professional Behavior 922
How to Talk to Customers 922
How to Treat Customers’ Property 923
Appendix A Answers to the “Do I Know this Already?” Quizes and Troubleshooting
Scenarios 927
Elements Available on the CD
Appendix B Memory Tables
Appendix C Memory Tables Answer Key
Appendix D Hardware Resources
Glossary
TOC, 9780789747907, 1/18/2011
Supplemental Materials
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