Table of Contents

    Introduction ...............xxvii

    Features of this Book ......xxviii

Chapter 1: Introduction to the World of IT ........ 1

    Who Needs This Book? ............ 2

    Technician Qualities .... 2

    Breaking into IT with the CompTIA A+ Certification ................ 5

    Basic Skills for This Course .... 5

    Types of Computers ..... 8

    Basic Computer Hardware ....... 8

    Mice and Keyboards ..14

    Common Peripherals .17

    1s and 0s .............18

    Safety Notes .......21

    Chapter Summary ......22

    Key Terms ...........23

    Review Questions .......24

    Exercises .............26

Chapter 2: Connectivity ......31

    Introduction to Connectivity ..32

    External Connectivity 32

    Mouse and Keyboard Ports ....32

    Video Ports .........33

    Audio Ports .........44

    eSATA Ports .......45

    Modem and Serial Ports .........45

    Network Ports ....47

    Network Cabling ........48

    Integrated Motherboard Ports 54

    Getting to Know Ports.............54

    Wireless Connectivity for Input Devices .....56

    Chapter Summary ......57

    Key Terms ...........59

    Review Questions .......60

    Exercises .............61

    Activities .............64

Chapter 3: On the Motherboard...67

    Introduction to the Motherboard ...................68

    Processor Overview ...68

    Processor Basics 69

    Speeding Up Processor Operations Overview ....71

    Clocking ..............72

    Cache ...................73

    Threading Technology .............73

    Connecting to the Processor ..74

    Multicore Processors .74

    Graphics Processing Unit (GPU) ..................76

    Introduction to Virtualization .76

    Intel Processors ..77

    AMD Processors ........78

    CPU Sockets ......79

    Processor Cooling ......80

    Installing a Processor 82

    Upgrading Processors 84

    Overclocking Processors ........84

    Installing CPU Thermal Solutions ................85

    Troubleshooting Processor Issues .................86

    Expansion Slots .87

    PCI (Peripheral Component Interconnect) ..88

    AGP (Accelerated Graphics Port) .................88

    PCIe (Peripheral Component Interconnect Express) .................89

    Motherboard Security Options ......................93

    Types of Motherboards ...........94

    Upgrading and Replacing Motherboards ....95

    Motherboard Troubleshooting .......................96

    Chapter Summary ......99

    Key Terms .........101

    Review Questions .....102

    Exercises ...........104

    Activities ...........106

Chapter 4: Introduction to Configuration ......109

    Configuration Overview .......110

    BIOS Overview ........110

    The Setup Program ..111

    Flash BIOS .......112

    BIOS/UEFI Configuration Settings ............113

    CMOS Memory ........117

    Motherboard Battery .............118

    Firmware Updates: Flashing/Clearing the BIOS/UEFI ...........118

    Other Configuration Parameters ..................120

    Hardware Configuration Overview.............123

    Installing a USB Device .......124

    Installing an eSATA Card .....128

    Installing a Network Interface Card ...........129

    Troubleshooting Configurations ..................130

    Chapter Summary ....133

    Key Terms .........133

    Review Questions .....134

    Exercises ...........136

    Activities ...........140

Chapter 5: Disassembly and Power ...................143

    Disassembly Overview ..........144

    Electrostatic Discharge (ESD) .....................144

    Electromagnetic Interference (EMI) ..........146

    Tools ..................147

    Disassembly .....148

    Reassembly .......156

    Preventive Maintenance ........156

    Basic Electronics Overview .159

    Power Supply Overview .......163

    Replacing or Upgrading a Power Supply ..170

    Power Protection ......172

    Symptoms of Power Supply Problems ......173

    Chapter Summary ....177

    Key Terms .........179

    Review Questions .....180

    Exercises ...........182

    Activities ...........184

Chapter 6: Memory ....187

    Memory Overview ...188

    Memory Physical Packaging188

    Planning a Memory Installation ..................189

    Installing Memory Overview .......................200

    Virtual RAM ....202

    Monitoring Memory Usage in Windows ...203

    Older Applications in Windows ..................204

    Troubleshooting Memory Problems ...........205

    Removable Storage ..207

    Chapter Summary ....211

    Key Terms .........212

    Review Questions .....213

    Exercises ...........215

    Activities ...........221

Chapter 7: Storage Devices ...........223

    Storage Devices Overview ...224

    Hard Drive Overview ............225

    Solid-State Drive (SSD) Overview .............227

    Mechanical Drive Interfaces Overview .....229

    M.2 and NVMe230

    PATA, SATA, and SAS Connectivity .........231

    Storage Device Configuration Overview ...235

    System BIOS/UEFI Configuration for Storage Devices .........241

    Hard Drive Preparation Overview ..............242

    Windows Disk Management 250

    Fault Tolerance 253

    Windows Storage Spaces ......255

    Disk Caching/Virtual Memory ....................256

    Troubleshooting Storage Devices Overview .....258

    Data Loss and Corruption ....260

    Troubleshooting New Storage Device Installation ...................260

    Troubleshooting Previously Installed Storage Devices ...........262

    RAID Issues .....265

    SSD Issues ........266

    Chapter Summary ....268

    Key Terms .........271

    Review Questions .....272

    Exercises ...........274

    Activities ...........277

Chapter 8: Video and Multimedia Devices.....279

    Multimedia Devices Overview ....................280

    Video Overview ........280

    Video Cards ......280

    Projectors ..........287

    Introduction to Audio ............289

    Installing Sound Cards ..........292

    Sound Cards Using Windows ......................293

    Speakers ............295

    Troubleshooting Sound Problems ..............296

    Optical Drive Overview ........297

    Optical Drive Installation .....300

    Troubleshooting Optical Drive Issues ........300

    Scanners ............302

    Other Multimedia Devices ...305

    Chapter Summary ....309

    Key Terms .........310

    Review Questions .....311

    Exercises ...........313

    Activities ...........315

Chapter 9: Printers and Multifunction Devices .....317

    Printer/Multifunction Device Overview ....318

    Categories of Printers ............318

    Impact Printers .319

    Inkjet Printers ...321

    Laser Printers ...323

    Thermal Printers .......327

    3-D Printers ......329

    Paper ..................332

    Virtual Printing 334

    Refilling Cartridges, Re-inking Ribbons, and Recycling Cartridges 335

    Upgrading Printers ...336

    Printer Maintenance .336

    Printer Installation Overview .......................342

    Installing Multifunction Devices .................343

    USB Printer Installation ........343

    Printers in the Windows Environment .......344

    Printer Sharing .349

    Cloud Printing/Scanning .......354

    General Printer Troubleshooting .................355

    USB-Attached Printer Troubleshooting .....359

    Windows Printer Troubleshooting ..............359

    Impact Printer Troubleshooting ...................362

    Inkjet Printer Troubleshooting .....................363

    Laser Printer Troubleshooting .....................363

    Chapter Summary ....366

    Key Terms .........368

    Review Questions .....369

    Exercises ...........371

    Activities ...........372

Chapter 10: Mobile Devices ..........375

    Mobile Device Overview ......376

    Using Mobile Devices ...........382

    Cell Phones .......385

    Mobile Apps .....387

    Mobile Device Wired Connectivity ............390

    Mobile Device Wireless Connectivity .......393

    Mobile Device Email Configuration ..........399

    Mobile Device Synchronization and Backup ....401

    Other Mobile Software Tools ......................408

    Laptops Overview ....410

    Laptop Hardware ......410

    Laptop Power ...415

    Laptop Repairs Overview .....418

    Laptop Display 433

    Mobile Device Security ........440

    Mobile Device Travel and Storage .............447

    Mobile Device Troubleshooting Overview ........447

    Chapter Summary ....462

    Key Terms .........465

    Review Questions .....466

    Exercises ...........468

    Activities ...........470

Chapter 11: Computer Design and Troubleshooting Review ..473

    Design Overview ......474

    Computer System Design .....474

    Motherboard and Associated Component Design ....................481

    Power Supply and Case Design ..................481

    Storage Subsystem Design ...483

    Audio Subsystem Design .....483

    Display Subsystem Design ...484

    Troubleshooting Overview ...485

    Step 1. Identify the Problem 486

    Step 2. Establish a Theory of Probable Cause (Question the Obvious) ...................487

    Step 3. Test the Theory to Determine the Cause ......................495

    Step 4. Establish a Plan of Action to Resolve the Problem and Implement the Solution ............497

    Step 5. Verify Full System Functionality and, If Applicable, Implement Preventive Measures .497

    Step 6. Document the Findings, Actions, and Outcomes ........497

    Sample Troubleshooting Flowcharts ..........498

    Chapter Summary ....502

    Key Terms .........504

    Review Questions .....505

    Exercises ...........506

    Activities ...........511

Chapter 12: Internet Connectivity, Virtualization, and Cloud Technologies .......515

    Internet Connectivity Overview ..................516

    Dial-up Connectivity .............516

    Cable Modems .518

    xDSL Modems .519

    VoIP ...................520

    Fiber Networks 522

    Satellite Modems ......524

    Mobile Connectivity Overview ...................525

    Web Browsers ..528

    Basic Web Browser Issues ....531

    Introduction to Virtualization .......................533

    Desktop Virtualization Basics ......................534

    Cloud Computing .....537

    Chapter Summary ....543

    Key Terms .........545

    Review Questions .....546

    Exercises ...........547

    Activities ...........549

Chapter 13: Networking ...551

    Networking Overview ...........552

    Network Media Overview ....559

    Ethernet over Power 568

    Protecting Your Network and Cable Investment .......................569

    The OSI Model 573

    The TCP/IP Model ...575

    Network Addressing 577

    More IPv4 Addressing ..........578

    Wireless Networks Overview ......................581

    Wireless Network Standards 582

    Wireless Network Components ...................583

    Wireless Network Design .....585

    Antenna Basics 590

    Wireless and Wired Client Device Configuration Overview ..594

    Configuring an End Device: IP Addressing .......594

    Adding a Computer to a Windows Domain .......601

    Wireless NIC–Specific Settings ..................601

    Advanced NIC Properties .....603

    NIC Configuration When Using Virtualization .603

    Thin or Thick Client Installation Overview .......605

    Wireless AP/Router Configuration .............607

    WWAN Cellular Configuration ...................608

    IoT and Smart Devices ..........609

    Network Troubleshooting .....611

    Troubleshooting Cable and DSL Modems 619

    Networking Multifunction Devices ............619

    Network Servers .......621

    Embedded, SCADA, and Legacy Systems ........622

    Software-Defined Networking .....................623

    Network Terminology ...........624

    The TCP/IP Model in Action .......................625

    More Windows Network Settings ...............627

    Introduction to Shared Folders ....................632

    Chapter Summary ....635

    Key Terms .........637

    Review Questions .....639

    Exercises ...........642

    Activities ...........648

Chapter 14: Introduction to Operating Systems ...651

    Operating Systems Overview ......................652

    User Interaction with Operating Systems .653

    Overview of Popular Operating Systems ..654

    32-Bit vs. 64-Bit Operating Systems .........655

    Windows 10 and Windows 11 Versions .....656

    Workstation Operating Systems ..................657

    Operating Systems for Mobile Devices .....657

    End-of-Life (EOL) Concerns .......................658

    Update Limitations ..658

    Compatibility Concerns ........659

    Corporate Operating System Needs ...........660

    Basic Windows Usage Overview ................661

    Windows 10 and Windows 11 Desktop Components ..............663

    Shortcuts and Tiles ...669

    Recycle Bin ......670

    Interactions Within a Window .....................670

    Managing Windows Files and Folders .......672

    Searches and Indexing ..........678

    Attributes, Compression, and Encryption .679

    Introduction to Windows Control Panel Utilities .....................682

    Determining the Windows Version .............685

    Windows Registry ....686

    Editing the Windows Registry .....................687

    Backing Up Data ......688

    WinRE ...............688

    Recovering the Windows OS .......................688

    Chapter Summary ....690

    Key Terms .........691

    Review Questions .....692

    Exercises ...........693

    Activities ...........695

Chapter 15: Introduction to Scripting ..............697

    Scripting Overview ..698

    Command Prompt Overview .......................699

    Command Prompt Basics .....699

    Moving Around from a Command Prompt ........701

    The md and rd Commands .705

    Two Useful Commands: del and type .706

    Copying Files ...706

    The attrib Command ......708

    Why Learn Commands? .......708

    PowerShell ........708

    Other Commands You Should Look Over 709

    Command Format ....710

    Introduction to Scripting .......734

    Script File Types .......735

    Use Cases for Scripting ........736

    Mitigating Consequences of Scripting .......737

    Environment Variables ..........738

    Script Syntax ....740

    Introduction to Script Programming ..........741

    Variables ............741

    Data Types ........743

    Examples of Using Variables .......................744

    Comments Within Scripts .....745

    Basic Script Constructs .........746

    Decisions: The Selection Structure.............746

    Compound Conditions and Logical Operators ..750

    Loops: The Repetition Structure .................751

    A Brief Look at VBScript and PowerShell ........753

    Chapter Summary ....756

    Key Terms .........757

    Review Questions .....758

    Exercises ...........759

    Activities ...........760

Chapter 16: Advanced Windows .763

    Advanced Windows Overview ....................764

    Preinstallation of Windows ..764

    Installation/Upgrade of Windows ...............774

    Corporate Windows Deployment ................775

    Verifying the Installation ......776

    Troubleshooting a Windows Installation ...777

    Reloading Windows .779

    Windows Updates ....780

    Backing Up the Windows Registry and Data ....781

    Configuring Windows Overview .................783

    Configuring Windows ...........784

    Adding Devices ........784

    Installing/Removing Software .....................792

    Computer Management Console .................796

    System Tools ....797

    User Account Management ..801

    Managing Storage ....807

    Managing Services and Applications .........811

    Data Sources (ODBC) ...........812

    Print Management Console ..813

    Overview of the Windows Boot Process ...814

    System Restore .....815

    Windows Recovery Environment (WinRE) ..................816

    Startup Settings Menu ...........819

    System Configuration Utility .......................820

    Task Manager ...824

    Speeding Up the Windows Boot Process ..826

    Troubleshooting the Windows Boot Process .....827

    Black Screen/Video Issues ...829

    Troubleshooting a Service That Does Not Start .......................831

    Slow Boot .........832

    Troubleshooting Windows Network Settings ....833

    Windows Reboots/System Instability ........835

    Shutdown Problems .835

    Summary of Troubleshooting Steps ...........836

    Power Options..836

    Monitoring System Performance ................838

    Supporting Windows Computers Remotely .......843

    Preventive Maintenance for Your Operating System ...............846

    Chapter Summary ....848

    Key Terms .........850

    Review Questions .....851

    Exercises ...........852

    Activities ...........854

Chapter 17: macOS and Linux Operating Systems ......................857

    Introduction to macOS ..........858

    Navigating the User Interface ......................859

    Basic System Usage, Updates, and Backups .....862

    Management and Troubleshooting Tools ..866

    Utilities ..............869

    Introduction to Linux ............878

    Navigating the GNOME User Interface ....879

    Basic System Usage, Updates, and Backups .....880

    Command-Line Interface ......883

    macOS and Linux Best Practices ................892

    Chapter Summary ....893

    Key Terms .........894

    Review Questions .....895

    Exercises ...........896

    Activities ...........897

Chapter 18: Computer and Network Security .......899

    Security Overview ....900

    Security Policy .900

    Physical Security ......901

    Logical Security .......908

    Considering the End User ....912

    Licensing ...........912

    Security Threats and Vulnerabilities ...........915

    Protecting Access to Local and Network Resources ................920

    Permissions .......928

    Folder Options .934

    Protecting the Operating System and Data ........935

    Internet Security .......942

    Remote Access to Network Devices ..........955

    Internet Appliances ..956

    Wireless Network Security Overview ........957

    Security Incident Response ..964

    A Final Word About Security ......................966

    Chapter Summary ....968

    Key Terms .........969

    Review Questions .....971

    Exercises ...........973

    Activities ...........975

Chapter 19: Operational Procedures ................977

    Operational Procedures Overview ..............978

    Proper Power Handling and Adverse Power Conditions .........986

    IT Documentation ....994

    Change Management .............999

    Chapter Summary . 1012

    Key Terms ...... 1014

    Review Questions .. 1015

    Exercises ........ 1017

    Activities ........ 1018

Appendix A: Subnetting Basics  1021

Appendix B: Certification Exam Objectives (Online)

Glossary  1025

9780137670444, TOC, 7/29/2022

About the Author

Cheryl Schmidt is a professor of Network Engineering Technology at Florida State College at Jacksonville. Prior to joining the faculty ranks, she oversaw LAN and PC support for the college and other organizations. She started her career as an electronics technician in the U.S. Navy. She teaches computer repair and various networking topics, including CCNA, network management, and network design. She has published other works with Pearson, including IP Telephony Using CallManager Express and Routing and Switching in the Enterprise Lab Guide.

Cheryl has won awards for teaching and technology, including Outstanding Faculty of the Year, Innovative Teacher of the Year, Cisco Networking Academy Instructor Excellence Award, and Cisco Networking Academy Stand Out Instructor. She has presented at U.S. and international conferences. Cheryl keeps busy maintaining her technical certifications and teaching but also loves to travel, hike, do all types of puzzles, and read.

Christopher Lee teaches Information Technology and Electronics at Florida State College at Jacksonville. A native of Greenville, South Carolina, Chris earned a bachelor's degree and a master's degree in Electrical Engineering from Georgia Institute of Technology. He taught his first computer programming classes at age 14! Since then, he has worked for a variety of companies including IBM, Nortel Networks, Evans Solutions, Convergys Corporation, NGA Human Resources, and himself. His experience spans several industries: Telecommunications, Youth Outside the Educational Mainstream, Information Technology, Higher Education, Human Resources Outsourcing, and Community Development.

Chris has devoted countless volunteer hours in technology outreach. He enjoys helping children and adults (especially those in underserved communities) learn the skills or access the resources they need to be competitive in today's technological society. He has built strong partnerships with and implemented successful programs in organizations such as National Society of Black Engineers Jr (NSBE Jr), For Inspiration and Recognition in Science and Technology(FIRST) LEGO League, Northeast Florida STEM2 Hub, Tristan's Acceleration Academy, and Renaissance JAX.