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Complete CompTIA A+ Guide to IT Hardware and Software, 7th Edition

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Complete CompTIA A+ Guide to IT Hardware and Software, 7th Edition

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About

Features

  • Written by Network Engineering Technology professor with industry experience, Cheryl Schmidt
  • The modern IT Tech Support learning guide that also helps prepare students for the latest A+ certification exam
  • Includes over 100 hands-on labs PLUS hundreds more online with optional uCertify bundle
  • Includes review questions, soft skills sections, tech tips, key terms, glossary, hundreds of learning exercises, critical thinking activities, and other learning tools that establish a solid foundation for understanding
  • Realistic coverage includes common legacy technologies along with non-certification topics like Windows 10
  • Watch Author Webcast on Preparing your students for the new CompTIA A+ Exams https://www.youtube.com/watch?v=UVJ39S7kJBA&feature=youtu.be

Description

  • Copyright 2017
  • Dimensions: 8-1/2" x 10-7/8"
  • Pages: 1408
  • Edition: 7th
  • Book
  • ISBN-10: 0-7897-5645-5
  • ISBN-13: 978-0-7897-5645-9

 Master IT hardware and software installation, configuration, repair, maintenance, and troubleshooting and fully prepare for the CompTIA® A+ 220-901 and 220-902 exams.

 

This all-in-one textbook and lab manual is a real-world guide to learning how to connect, manage, and troubleshoot multiple devices in authentic IT scenarios. Thorough instruction built on the CompTIA A+ 220-901 and 220-902 exam objectives includes coverage of Linux, Mac, mobile, cloud, and expanded troubleshooting and security.

 

For realistic industry experience, the author also includes common legacy technologies still in the field along with non-certification topics like Windows 10 to make this textbook THE textbook to use for learning about today’s tools and technologies. In addition, dual emphasis on both tech and soft skills ensures you learn all you need to become a qualified, professional, and customer-friendly technician. Dozens of activities to help “flip” the classroom plus hundreds of labs included within the book provide an economical bonus–no need for a separate lab manual.

 

Learn more quickly and thoroughly with all these study and review tools:


  • Learning Objectives provide the goals for each chapter plus chapter opening lists of A+ Cert Exam Objectives ensure full coverage of these topics
  • Hundreds of photos, figures, and tables to help summarize and present information in a visual manner in an all-new full color design
  • Practical Tech Tips give real-world IT Tech Support knowledge
  • Soft Skills best practice advice and team-building activities in each chapter cover all the tools and skills you need to become a professional, customer-friendly technician in every category
  • Review Questions, including true/false, multiple choice, matching, fill-in-the-blank, and open-ended questions, assess your knowledge of the learning objectives
  • Hundreds of thought-provoking activities to apply and reinforce the chapter content and “flip” the classroom if you want
  • More than 140 Labs allow you to link theory to practical experience
  • Key Terms identify exam words and phrases associated with each topic
  • Detailed Glossary clearly defines every key term • Dozens of Critical Thinking Activities take you beyond the facts to complete comprehension of topics
  • Chapter Summary provides a recap of key concepts for studying
  • Certification Exam Tips provide insight into the certification exam and preparation process

Sample Content

Sample Pages

Read three sample chapters:

 
Chapter 1: Intro to the World of IT

Chapter 2: Connectivity

Chapter 3: On the Motherboard

Table of Contents


Introduction.................................................................................................................................................................................... xxvii


Features of this Book.................................................................................................................................................................... xxix


Part I CompTIA 220-901 Exam Focus


Chapter 1: Intro 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.................................................................................................................................................. 7


   Types of Computers................................................................................................................................................................ 9


   Basic Computer Parts............................................................................................................................................................10


   Mice and Keyboards..............................................................................................................................................................17


   1s and 0s..................................................................................................................................................................................19


   Safety Notes............................................................................................................................................................................23


   Chapter Summary..................................................................................................................................................................24


   Key Terms...............................................................................................................................................................................24


   Review Questions..................................................................................................................................................................25


   Exercises..................................................................................................................................................................................26


      Exercise 1.1 Identifying Tower Computer Parts.............................................................................................26


      Exercise 1.2 Identifying Computer Parts..........................................................................................................27


   Activities..................................................................................................................................................................................28


      Internet Discovery.................................................................................................................................................28


      Soft Skills................................................................................................................................................................28


      Critical Thinking Skills........................................................................................................................................28


   Labs...........................................................................................................................................................................................29


      Lab 1.1 Getting Started in Windows 7..............................................................................................................29


      Lab 1.2 Getting Started in Windows 8..............................................................................................................32


      Lab 1.3 Getting Started in Windows 10............................................................................................................35


      Lab 1.4 Using a Search Engine...........................................................................................................................38


      Lab 1.5 Screen Capture with Snipping Tool....................................................................................................39


      Lab 1.6 Creating a Text File................................................................................................................................41


Chapter 2: Connectivity..................................................................................................................................................................45


   Introduction to Connectivity................................................................................................................................................46


   External Connectivity............................................................................................................................................................46


   Mouse and Keyboard Ports..................................................................................................................................................47


   Video Ports..............................................................................................................................................................................47


   USB Ports................................................................................................................................................................................54


   Installing Extra USB Ports...................................................................................................................................................61


   Audio Ports..............................................................................................................................................................................61


   IEEE 1394 (FireWire) Ports................................................................................................................................................62


   eSATA Ports...........................................................................................................................................................................64


   Network Ports.........................................................................................................................................................................65


   Modem Ports...........................................................................................................................................................................65


   Integrated Motherboard Ports..............................................................................................................................................66


   Getting to Know Ports..........................................................................................................................................................67


   Wireless Connectivity for Input Devices..........................................................................................................................68


   Soft Skills–Use Appropriate Titles....................................................................................................................70


   Chapter Summary..................................................................................................................................................................70


   Key Terms...............................................................................................................................................................................71


   Review Questions..................................................................................................................................................................72


   Exercises..................................................................................................................................................................................73


      Exercise 2.1 Computer Port Identification.......................................................................................................73


      Exercise 2.2 More Computer Port Identification............................................................................................74


      Exercise 2.3 Display Port Identification...........................................................................................................74


   Activities..................................................................................................................................................................................75


      Internet Discovery.................................................................................................................................................75


      Soft Skills................................................................................................................................................................76


      Critical Thinking Skills........................................................................................................................................76


   Labs...........................................................................................................................................................................................77


      Lab 2.1 Port Identification...................................................................................................................................77


      Lab 2.2 Device/Port Identification.....................................................................................................................77


Chapter 3: On the Motherboard................................................................................................................................................79


   On the Motherboard Overview...........................................................................................................................................80


   Processor Overview...............................................................................................................................................................80


   Processor Basics.....................................................................................................................................................................81


   Speeding Up Processor Operations Overview.................................................................................................................84


   Cache........................................................................................................................................................................................85


   Clocking...................................................................................................................................................................................86


   Threading Technology..........................................................................................................................................................87


   Connecting to the Processor................................................................................................................................................88


   Multi-Core Processors...........................................................................................................................................................88


   Graphics Processing Unit (GPU)........................................................................................................................................90


   Virtualization..........................................................................................................................................................................91


   Intel Processors.......................................................................................................................................................................91


   CPU Sockets...........................................................................................................................................................................92


   AMD Processors....................................................................................................................................................................92


   Processor Cooling..................................................................................................................................................................94


   Installing a Processor............................................................................................................................................................96


   Upgrading Processors............................................................................................................................................................98


   Overclocking Processors......................................................................................................................................................98


   Installing CPU Thermal Solutions......................................................................................................................................99


   Troubleshooting Processor Issues.....................................................................................................................................101


   Expansion Slots....................................................................................................................................................................102


   PCI (Peripheral Component Interconnect)......................................................................................................................103


   AGP (Accelerated Graphics Port)....................................................................................................................................104


   PCIe (Peripheral Component Interconnect Express)....................................................................................................104


   Chipsets..................................................................................................................................................................................109


   Types of Motherboards.......................................................................................................................................................111


   Upgrading and Replacing Motherboards........................................................................................................................112


   Motherboard Troubleshooting...........................................................................................................................................114


   Soft Skills–Active Listening............................................................................................................................................115


   Chapter Summary................................................................................................................................................................116


   Key Terms.............................................................................................................................................................................118


   Review Questions................................................................................................................................................................119


   Exercises................................................................................................................................................................................121


      Exercise 3.1 ATX Motherboard Parts Identification Exercise...................................................................121


      Exercise 3.2 Motherboard Analysis.................................................................................................................122


   Activities................................................................................................................................................................................123


      Internet Discovery...............................................................................................................................................123


      Soft Skills..............................................................................................................................................................124


      Critical Thinking Skills......................................................................................................................................124


   Labs.........................................................................................................................................................................................125


      Lab 3.1 Using Windows to Discover Processor Information.....................................................................125


      Lab 3.2 Processor Speed, Processor Socket, and Ports................................................................................126


Chapter 4: Introduction to Configuration............................................................................................................................129


   Configuration Overview.....................................................................................................................................................130


   BIOS Overview....................................................................................................................................................................130


   The Setup Program..............................................................................................................................................................131


   Flash BIOS............................................................................................................................................................................132


   UEFI/BIOS Configuration Settings..................................................................................................................................134


   CMOS Memory....................................................................................................................................................................137


   Motherboard Battery...........................................................................................................................................................137


   Flashing the BIOS................................................................................................................................................................138


   Clearing CMOS....................................................................................................................................................................140


   Other Configuration Parameters.......................................................................................................................................140


   IRQ..........................................................................................................................................................................................141


   PCI/PCIe Interrupts.............................................................................................................................................................141


   I/O (Input/Output) Addresses............................................................................................................................................144


   Memory Addresses..............................................................................................................................................................145


   Hardware Configuration Overview..................................................................................................................................146


   Installing a USB Device.....................................................................................................................................................147


   Installing/Configuring FireWire Cards............................................................................................................................150


   Troubleshooting Configurations.......................................................................................................................................150


   Soft Skills–A Good Technician Quality: One Thing at a Time......................................................................155


   Chapter Summary................................................................................................................................................................156


   Key Terms.............................................................................................................................................................................156


   Review Questions................................................................................................................................................................157


   Activities................................................................................................................................................................................159


      Internet Discovery...............................................................................................................................................159


      Soft Skills..............................................................................................................................................................160


      Critical Thinking Skills......................................................................................................................................160


   Labs.........................................................................................................................................................................................161


      Lab 4.1 Configuration Method Exercise and Review..................................................................................161


      Lab 4.2 Examining BIOS options....................................................................................................................161


      Lab 4.3 Accessing BIOS/UEFI through Windows 8 or 10.........................................................................163


      Lab 4.4 System Resource Configuration through the Setup Program......................................................163


      Lab 4.5 Examining System Resources by Using Windows........................................................................164


      Lab 4.6 Device Drivers.......................................................................................................................................165


Chapter 5: Disassembly and Power.........................................................................................................................................167


   Disassembly Overview.......................................................................................................................................................168


   Electrostatic Discharge (ESD)...........................................................................................................................................168


   Electromagnetic Interference (EMI)................................................................................................................................171


   Tools.......................................................................................................................................................................................171


   Disassembly..........................................................................................................................................................................173


   Reassembly............................................................................................................................................................................182


   Preventive Maintenance......................................................................................................................................................182


   Basic Electronics Overview...............................................................................................................................................186


   Electronics: Terminology...................................................................................................................................................186


   Power Supply Overview.....................................................................................................................................................190


   Power Supply Form Factors..............................................................................................................................................191


   Purposes of a Power Supply..............................................................................................................................................195


   Advanced Configuration and Power Interface (ACPI)................................................................................................198


   Replacing or Upgrading a Power Supply........................................................................................................................203


   Choosing a Power Supply..................................................................................................................................................205


   Adverse Power Conditions.................................................................................................................................................206


   Adverse Power Protection..................................................................................................................................................207


   Surge Protectors...................................................................................................................................................................207


   Line Conditioners.................................................................................................................................................................210


   Battery Backup.....................................................................................................................................................................210


   Phone Line Isolator..............................................................................................................................................................214


   Symptoms of Power Supply Problems............................................................................................................................214


   Power Supply Voltages.......................................................................................................................................................215


   Solving Power Supply Problems......................................................................................................................................215


   Soft Skills–Written Communication Skills..................................................................................................................218


   Chapter Summary................................................................................................................................................................219


   Key Terms.............................................................................................................................................................................221


   Review Questions................................................................................................................................................................222


   Exercises................................................................................................................................................................................225


      Exercise 5.1 Identify power supply connectors.............................................................................................225


      Exercise 5.2 Recognizing Computer Replacement Parts.............................................................................226


   Activities................................................................................................................................................................................226


      Internet Discovery...............................................................................................................................................226


      Soft Skills..............................................................................................................................................................227


      Critical Thinking Skills......................................................................................................................................227


      Lab 5.1 Performing Maintenance on an Anti-static Wrist Strap................................................................228


      Lab 5.2 Computer Disassembly/Reassembly.................................................................................................228


      Lab 5.3 Amps and Wattage...............................................................................................................................231


      Lab 5.4 Continuity Check..................................................................................................................................231


      Lab 5.5 Pin-Out Diagramming..........................................................................................................................232


      Lab 5.6 Fuse Check.............................................................................................................................................233


      Lab 5.7 Using a Multimeter...............................................................................................................................233


      Lab 5.8 Wall Outlet and Power Cord AC Voltage Check..........................................................................235


      Lab 5.9 Device DC Voltage Check..................................................................................................................236


      Lab 5.10 Windows Vista/7 Power Options....................................................................................................238


      Lab 5.11 Windows 8/10 Power Options.........................................................................................................239


Chapter 6: Memory.........................................................................................................................................................................241


   Memory Overview...............................................................................................................................................................242


   Memory Physical Packaging.............................................................................................................................................243


   Planning the Memory Installation....................................................................................................................................244


   Installing Memory Overview.............................................................................................................................................256


   Removing/Installing Memory............................................................................................................................................257


   Adding More Cache/RAM.................................................................................................................................................258


   Windows Disk Caching......................................................................................................................................................259


   Monitoring Memory Usage under Windows..................................................................................................................261


   Older Applications under Windows.................................................................................................................................263


   Troubleshooting Memory Problems.................................................................................................................................264


   Flash Memory.......................................................................................................................................................................265


   Soft Skills–Teamwork......................................................................................................................................................267


   Chapter Summary................................................................................................................................................................268


   Key Terms.............................................................................................................................................................................269


   Review Questions................................................................................................................................................................270


   Exercises................................................................................................................................................................................272


      Exercise 6.1 Configuring Memory on Paper..................................................................................................272


      Exercise 6.2 Configuring Memory on Paper..................................................................................................274


      Exercise 6.3 Configuring Memory on Paper..................................................................................................276


      Exercise 6.4 Configuring Memory on Paper..................................................................................................277


   Activities................................................................................................................................................................................279


      Internet Discovery...............................................................................................................................................279


      Soft Skills..............................................................................................................................................................279


      Critical Thinking Skills......................................................................................................................................280


   Labs.........................................................................................................................................................................................280


      Lab 6.1 Examining Memory Resources Using Device Manager in Windows 7/8.................................280


      Lab 6.2 Examining Memory Resources Using Device Manager in Windows 10..................................281


      Lab 6.3 Using the System Information Tool in Windows 7 to View Memory.......................................281


      Lab 6.4 Using the System Information Tool in Windows 8/10 to View Memory.................................282


      Lab 6.5 Using Windows 7 Task Manager to View Memory......................................................................282


      Lab 6.6 Using Windows 8/10 Task Manager to View Memory................................................................283


Chapter 7: Storage Devices.........................................................................................................................................................285


   Storage Devices Overview.................................................................................................................................................286


   Hard Drive Overview..........................................................................................................................................................287


   Magnetic Hard Drive Geometry.......................................................................................................................................288


   Solid State Drive (SSD) Overview...................................................................................................................................290


   Hard Drive Interfaces Overview.......................................................................................................................................292


   Integrated Drive Electronics (IDE)..................................................................................................................................294


   Storage Device Configuration Overview........................................................................................................................296


   PATA Physical Installation................................................................................................................................................297


   SATA Physical Installation................................................................................................................................................298


   SSD Physical Installation...................................................................................................................................................302


   System BIOS/UEFI Configuration for Hard Drives.....................................................................................................303


   Hard Drive Preparation Overview....................................................................................................................................304


   Partitioning............................................................................................................................................................................304


   How Drive Letters Are Assigned.....................................................................................................................................311


   High-Level Formatting.......................................................................................................................................................311


   Windows Disk Management..............................................................................................................................................312


   Fault Tolerance.....................................................................................................................................................................315


   Removable Drive Storage..................................................................................................................................................317


   Windows Storage Spaces...................................................................................................................................................317


   Disk Caching/Virtual Memory..........................................................................................................................................319


   Troubleshooting Storage Devices Overview..................................................................................................................321


   Slow Performance................................................................................................................................................................322


   Troubleshooting New Storage Device Installation.......................................................................................................325


   Troubleshooting Previously Installed Storage Devices................................................................................................326


   RAID Issues..........................................................................................................................................................................330


   SSD Issues.............................................................................................................................................................................330


   Soft Skills–Phone Skills...................................................................................................................................................331


   Chapter Summary................................................................................................................................................................332


   Key Terms.............................................................................................................................................................................335


   Review Questions................................................................................................................................................................336


   Exercises................................................................................................................................................................................337


      Exercise 7.1 Configuring a PATA IDE Hard Drive on Paper....................................................................337


      Exercise 7.2 Configuring a SATA Hard Drive on Paper............................................................................339


   Activities................................................................................................................................................................................340


      Internet Discovery...............................................................................................................................................340


      Soft Skills..............................................................................................................................................................341


      Critical Thinking Skills......................................................................................................................................342


   Labs.........................................................................................................................................................................................342


      Lab 7.1 Installing a Second PATA Hard Drive and Creating Two Volumes.........................................342


      Lab 7.2 Installing a Second SATA Hard Drive and Creating Two Volumes.........................................344


      Lab 7.3 Installing an External Hard Drive and Creating Two Volumes..................................................346


      Lab 7.4 Installing a PATA/SATA Hard Drive with the Windows 7/8/10 Disk Management


      Tool, diskpart, and convert........................................................................................................................348


      Lab 7.5 Striping and Spanning Using Windows...........................................................................................353


      Lab 7.6 Windows Vista Hard Disk Tools.......................................................................................................354


      Lab 7.7 Windows 7 Hard Disk Tools..............................................................................................................356


      Lab 7.8 Windows 8/10 Hard Disk Tools........................................................................................................357


      Lab 7.9 Windows 8/10 Storage Spaces...........................................................................................................358


Chapter 8: Multimedia Devices.................................................................................................................................................361


   Multimedia Overview.........................................................................................................................................................362


   Optical Disk Drive Overview............................................................................................................................................362


   Optical Drive Features........................................................................................................................................................363


   Optical Drive Interfaces and Connections......................................................................................................................366


   Optical Drive Installation...................................................................................................................................................367


   Troubleshooting Optical Drive Issues.............................................................................................................................369


   Preventive Maintenance for ODDs and Discs...............................................................................................................370


   Introduction to Audio..........................................................................................................................................................371


   Theory of Sound Card Operation.....................................................................................................................................374


   Installing Sound Cards........................................................................................................................................................375


   Sound Cards Using Windows............................................................................................................................................376


   Speakers.................................................................................................................................................................................378


   Troubleshooting Sound Problems.....................................................................................................................................380


   Scanners.................................................................................................................................................................................382


   Video Recording..................................................................................................................................................................387


   Installing and Configuring Other Peripheral Devices..................................................................................................390


   Soft Skills–Attitude...........................................................................................................................................................394


   Chapter Summary................................................................................................................................................................395


   Key Terms.............................................................................................................................................................................396


   Review Questions................................................................................................................................................................397


   Exercise..................................................................................................................................................................................399


      Exercise 8.1 Multimedia Device Research.....................................................................................................399


   Activities................................................................................................................................................................................400


      Internet Discovery...............................................................................................................................................400


      Soft Skills..............................................................................................................................................................400


      Critical Thinking Skills......................................................................................................................................401


   Labs.........................................................................................................................................................................................401


      Lab 8.1 Sound and Optical Drives in Windows............................................................................................401


      Lab 8.2 Optical Drive Installation Lab............................................................................................................403


      Lab 8.3 DirectX Diagnostics in Windows 7, 8, or 10..................................................................................404


      Lab 8.4 Installing a Sound Card and Speakers in Windows 7, 8, or 10...................................................405


      Lab 8.5 Installing a USB Scanner....................................................................................................................406


      Lab 8.6 Changing the Drive Letter of an Optical Drive Using the Disk Management and diskpart Utility.................................................................................................................................................407


Chapter 9: Video Technologies.................................................................................................................................................409


   Video Overview...................................................................................................................................................................410


   Types of Video Output Devices........................................................................................................................................410


   Video Terminology and Theory........................................................................................................................................415


   LCD........................................................................................................................................................................................418


   Video Ports and Cables.......................................................................................................................................................420


   Smart TV and Set Top Box Configuration.....................................................................................................................424


   Multiple Displays.................................................................................................................................................................425


   KVMs.....................................................................................................................................................................................427


   Projectors...............................................................................................................................................................................428


   Display Preventive Maintenance......................................................................................................................................429


   Monitor Energy Efficiency................................................................................................................................................429


   Privacy....................................................................................................................................................................................430


   Video Adapters.....................................................................................................................................................................432


   Specialized Video Cards.....................................................................................................................................................433


   Video Memory......................................................................................................................................................................434


   Installing a Video Adapter.................................................................................................................................................436


   Troubleshooting Video.......................................................................................................................................................438


   Soft Skills–Change Perspective When Troubleshooting...........................................................................................442


   Chapter Summary................................................................................................................................................................443


   Key Terms.............................................................................................................................................................................445


   Review Questions................................................................................................................................................................446


   Exercises................................................................................................................................................................................448


      Exercise 9.1 Video Memory..............................................................................................................................448


   Activities................................................................................................................................................................................449


      Internet Discovery...............................................................................................................................................449


      Soft Skills..............................................................................................................................................................450


      Critical Thinking Skills......................................................................................................................................450


   Labs.........................................................................................................................................................................................450


      Lab 9.1 Exploring Video in Windows 7.........................................................................................................450


      Lab 9.2 Exploring Video in Windows 8.........................................................................................................451


      Lab 9.3 Exploring Video in Windows 10.......................................................................................................452


      Lab 9.4 Configuring a Second Monitor Attached to a Vista PC...............................................................453


      Lab 9.5 Configuring a Second Monitor Attached to a Windows 7 PC....................................................454


      Lab 9.6 Configuring a Second Monitor Attached to a Windows 8/10 PC...............................................455


      Lab 9.7 Determining the Minimum Video Memory Installed on a Vista PC.........................................456


      Lab 9.8 Exploring Video Memory on a Windows 7, 8, or 10 Computer.................................................457


      Lab 9.9 Using DirectX Diagnostics to Explore Video.................................................................................458


Chapter 10: Printers........................................................................................................................................................................459


   Printers Overview................................................................................................................................................................460


   Printer Ports...........................................................................................................................................................................460


   Categories of Printers..........................................................................................................................................................460


   Impact Printers......................................................................................................................................................................461


   Inkjet Printers........................................................................................................................................................................463


   Laser Printers........................................................................................................................................................................467


   Thermal Printers...................................................................................................................................................................471


   3-D Printers...........................................................................................................................................................................472


   Paper.......................................................................................................................................................................................473


   Virtual Printing.....................................................................................................................................................................476


   Refilling Cartridges, Re-inking Ribbons, and Recycling Cartridges........................................................................477


   Upgrading Printers...............................................................................................................................................................478


   Printer Maintenance.............................................................................................................................................................479


   USB Printer Installation......................................................................................................................................................484


   Installing a Local Printer....................................................................................................................................................485


   Printers in the Windows Environment.............................................................................................................................486


   Printing Device Sharing......................................................................................................................................................491


   Cloud Printing.......................................................................................................................................................................496


   General Printer Troubleshooting.......................................................................................................................................498


   USB-Attached Printer Troubleshooting..........................................................................................................................502


   Windows Printer Troubleshooting....................................................................................................................................502


   Impact Printer Troubleshooting........................................................................................................................................504


   Inkjet Printer Troubleshooting..........................................................................................................................................505


   Laser Printer Troubleshooting...........................................................................................................................................505


   Soft Skills–Work Ethics...................................................................................................................................................507


   Chapter Summary................................................................................................................................................................507


   Key Terms.............................................................................................................................................................................509


   Review Questions................................................................................................................................................................510


   Exercises................................................................................................................................................................................512


      Exercise10.1 Research a Local Printer............................................................................................................512


   Activities................................................................................................................................................................................512


      Internet Discovery...............................................................................................................................................512


      Soft Skills..............................................................................................................................................................513


      Critical Thinking Skills......................................................................................................................................514


   Labs.........................................................................................................................................................................................514


      Lab 10.1 Installing a Generic/Text-Only Print Driver on a Windows Vista, 7, 8, or 10 Computer...514


      Lab 10.2 Installing a Local Printer on a Windows Vista/7/8/10 Computer............................................516


      Lab 10.3 Explore a Windows Vista, 7, 8, or 10 Printer...............................................................................517


Chapter 11: Mobile Devices........................................................................................................................................................519


   Mobile Device Overview...................................................................................................................................................520


   Using Mobile Devices.........................................................................................................................................................532


   Cell Phones............................................................................................................................................................................534


   Mobile Apps..........................................................................................................................................................................538


   Mobile Device Wired Connectivity.................................................................................................................................542


   Mobile Device Wireless Connectivity.............................................................................................................................544


   Mobile Device Email Configuration................................................................................................................................552


   Mobile Device Synchronization and Backup.................................................................................................................554


   Other Mobile Software Tools............................................................................................................................................561


   Laptops Overview................................................................................................................................................................563


   Laptop Hardware..................................................................................................................................................................563


   Laptop Power........................................................................................................................................................................569


   Laptop Repairs Overview...................................................................................................................................................573


   Laptop System Board/Processor Replacement..............................................................................................................574


   Laptop Keyboards/Touchpad.............................................................................................................................................576


   Laptop Memory....................................................................................................................................................................579


   Laptop Storage......................................................................................................................................................................581


   Laptop Wireless Card Replacement.................................................................................................................................585


   Laptop DC Jack Replacement...........................................................................................................................................586


   Mobile Device Sound..........................................................................................................................................................587


   Laptop Display.....................................................................................................................................................................588


   Mobile Device Security......................................................................................................................................................591


   Mobile Device Travel and Storage...................................................................................................................................596


   Mobile Device Troubleshooting Overview....................................................................................................................596


   Mobile Device App Concerns...........................................................................................................................................598


   Mobile Device Keyboard/Trackpad Issues.....................................................................................................................599


   Mobile Device Display Issues...........................................................................................................................................601


   Mobile Device Power Issues.............................................................................................................................................603


   Mobile Device Sound Issues.............................................................................................................................................605


   Soft Skills–A Word About Appearance........................................................................................................................608


   Chapter Summary................................................................................................................................................................609


   Key Terms.............................................................................................................................................................................612


   Review Questions................................................................................................................................................................613


   Exercises................................................................................................................................................................................616


      Exercise 11.1 Identifying Laptop Parts...........................................................................................................616


      Exercise 11.2 Common Laptop Keys..............................................................................................................617


   Activities................................................................................................................................................................................617


      Internet Discovery...............................................................................................................................................617


      Soft Skills..............................................................................................................................................................618


      Critical Thinking Skills......................................................................................................................................619


   Labs.........................................................................................................................................................................................620


      Lab 11.1 Backing Up an iOS Device to a PC or Mac Using iTunes........................................................620


      Lab 11.2 Determining Memory Resources in an iOS-Based Device........................................................620


      Lab 11.3 Determining Memory Resources in an Android-Based Device................................................621


      Lab 11.4 Managing Files on a Mobile Device..............................................................................................621


      Lab 11.5 Connecting a Mobile Device to a Wi-Fi network........................................................................623


Chapter 12: Computer Design and Troubleshooting Review......................................................................................625


   Design Overview..................................................................................................................................................................626


   Computer System Design...................................................................................................................................................626


   Motherboard and Associated Component Design.........................................................................................................632


   Power Supply and Case Design........................................................................................................................................633


   Storage Subsystem Design.................................................................................................................................................635


   Audio Subsystem Design...................................................................................................................................................636


   Display Subsystem Design.................................................................................................................................................637


   Mobility Design....................................................................................................................................................................638


   Troubleshooting Overview.................................................................................................................................................639


   Identify the Problem............................................................................................................................................................640


   Establish a Theory of Probable Cause.............................................................................................................................641


   Test the Theory to Determine Cause...............................................................................................................................648


   Establish a Plan of Action and Implement the Solution..............................................................................................650


   Verify Full System Functionality and Implement Preventive Measures..................................................................650


   Document Findings, Actions, and Outcomes and Provide Feedback........................................................................651


   Sample Troubleshooting Flowcharts................................................................................................................................651


   Soft Skills–Dealing With Irate Customers...................................................................................................................655


   Chapter Summary................................................................................................................................................................656


   Key Terms.............................................................................................................................................................................659


   Review Questions................................................................................................................................................................660


   Exercises................................................................................................................................................................................662


      Exercise 12.1 Computer System Design.........................................................................................................662


      Exercise 12.2 Design Components...................................................................................................................664


      Exercise 12.3 Subsystem Design Components..............................................................................................665


   Activities................................................................................................................................................................................667


      Internet Discovery...............................................................................................................................................667


      Soft Skills..............................................................................................................................................................668


      Critical Thinking Skills......................................................................................................................................669


   Labs.........................................................................................................................................................................................669


      Lab 12.1 Logical Troubleshooting...................................................................................................................669


Chapter 13: Internet Connectivity............................................................................................................................................671


   Internet Connectivity Overview........................................................................................................................................672


   Modems Overview...............................................................................................................................................................672


   Serial Communication Overview......................................................................................................................................673


   How to Configure Traditional Serial Devices................................................................................................................675


   56Kb/s Modems...................................................................................................................................................................677


   Fax Modems..........................................................................................................................................................................678


   Digital Modems and ISDN................................................................................................................................................678


   VoIP........................................................................................................................................................................................679


   Cable Modems......................................................................................................................................................................680


   xDSL Modems......................................................................................................................................................................684


   Troubleshooting Cable and DSL Modems.....................................................................................................................686


   Satellite Modems..................................................................................................................................................................686


   Modem Preventive Maintenance......................................................................................................................................687


   Mobile Connectivity............................................................................................................................................................688


   Web Browsers.......................................................................................................................................................................689


   Basic Web Browser Issues.................................................................................................................................................699


   Soft Skills–Mentoring.......................................................................................................................................................702


   Chapter Summary................................................................................................................................................................702


   Key Terms.............................................................................................................................................................................703


   Review Questions................................................................................................................................................................704


   Exercises................................................................................................................................................................................705


      Exercise 13.1 Exploring Internet Connectivity Options..............................................................................705


      Exercise 13.2 Exploring the Internet Options tab.........................................................................................706


   Activities................................................................................................................................................................................707


      Internet Discovery...............................................................................................................................................707


      Soft Skills..............................................................................................................................................................707


      Critical Thinking Skills......................................................................................................................................708


   Labs.........................................................................................................................................................................................708


      Lab 13.1 Exploring Serial Devices in Windows Vista/7.............................................................................708


      Lab 13.2 Windows 7 Internal or External Modem Installation..................................................................710


      Lab 13.3 Introduction to Internet Explorer (IE) Configuration..................................................................711


Chapter 14: Networking...............................................................................................................................................................715


   Networking Overview.........................................................................................................................................................716


   Attaching to Different Types of Networks.....................................................................................................................717


   Network Topologies............................................................................................................................................................721


   Network Media Overview..................................................................................................................................................723


   Copper Media.......................................................................................................................................................................723


   Fiber Media...........................................................................................................................................................................734


   Protecting Your Network and Cable Investment...........................................................................................................736


   Ethernet Concepts................................................................................................................................................................740


   Ethernet over Power............................................................................................................................................................741


   The OSI Model.....................................................................................................................................................................742


   The TCP/IP Model...............................................................................................................................................................744


   Network Addressing............................................................................................................................................................746


   IP Addressing........................................................................................................................................................................747


   Wireless Networks Overview............................................................................................................................................749


   Bluetooth................................................................................................................................................................................750


   Wireless Network Components.........................................................................................................................................751


   Wireless Network Design...................................................................................................................................................753


   Antenna Basics.....................................................................................................................................................................757


   Wireless Network Standards..............................................................................................................................................762


   Wired or Wireless NIC Installation..................................................................................................................................763


   NIC Configuration When Using Virtualization.............................................................................................................770


   Wireless AP/Router Basic Configuration.......................................................................................................................771


   WWAN Cellular Configuration........................................................................................................................................772


   Network Troubleshooting...................................................................................................................................................773


   Network Printers..................................................................................................................................................................780


   Network Printer Troubleshooting.....................................................................................................................................780


   Network Servers...................................................................................................................................................................781


   Embedded and Legacy Systems........................................................................................................................................782


   Network Terminology.........................................................................................................................................................782


   The TCP/IP Model in Action............................................................................................................................................784


   Using the Network and Sharing Center Control Panel................................................................................................786


   Introduction to Shared Folders..........................................................................................................................................790


   Network Connectivity.........................................................................................................................................................794


   Cloud Technologies.............................................................................................................................................................795


   Soft Skills–Being Proactive.............................................................................................................................................798


   Chapter Summary................................................................................................................................................................798


   Key Terms.............................................................................................................................................................................800


   Review Questions................................................................................................................................................................802


   Exercises................................................................................................................................................................................804


      Exercise 14.1 Wireless AP Paper Configuration...........................................................................................804


      Exercise 14.2 T568B Color Sequence.............................................................................................................805


      Exercise 14.3 Network Device Recognition..................................................................................................806


      Exercise 14.4 Identifying Basic Wireless Network Parts............................................................................806


      Exercise 14.5 Wireless Network Case Study.................................................................................................807


      Exercise 14.6 Network Number and Broadcast Address Practice Lab.....................................................808


      Exercise 14.7 CIDR Notation Practice Lab....................................................................................................809


   Activities................................................................................................................................................................................809


      Internet Discovery...............................................................................................................................................809


      Soft Skills..............................................................................................................................................................810


      Critical Thinking Skills......................................................................................................................................811


   Labs.........................................................................................................................................................................................811


      Lab 14.1 Creating a Straight-Through CAT 5, 5e, or 6 Network Patch Cable.......................................811


      Lab 14.2 Creating a CAT 5, 5e, or 6 Crossover Network Cable...............................................................814


      Lab 14.3 Exploring NIC Properties with Windows 7, 8, or 10..................................................................816


      Lab 14.4 Networking with Windows 7, 8, or 10...........................................................................................818


      Lab 14.5 Connecting to a Windows Vista/7 Shared or Networked Printer.............................................823


      Lab 14.6 Connecting to a Windows 8 Shared or Networked Printer........................................................824


      Lab 14.7 Connecting to a Windows 10 Shared or Networked Printer.....................................................825


      Lab 14.8 Installing a Wireless NIC..................................................................................................................826


      Lab 14.9 Configuring a Wireless Network.....................................................................................................827


      Lab 14.10 FTP Server and Client.....................................................................................................................828


Part II CompTIA 220-902 Exam Focus


Chapter 15: Basic Windows.........................................................................................................................................................831


   Basic Operating Systems Overview.................................................................................................................................832


   Basic Windows Usage Overview.....................................................................................................................................834


   Shortcuts and Tiles..............................................................................................................................................................837


   Recycle Bin...........................................................................................................................................................................838


   Windows Vista/7 Desktop Components..........................................................................................................................838


   Windows 8 Desktop/Start Screen Components.............................................................................................................841


   Windows 10 Desktop Components..................................................................................................................................843


   Interactions Within a Window..........................................................................................................................................845


   Managing Windows Files and Folders............................................................................................................................847


   Searches and Indexing........................................................................................................................................................852


   Attributes, Compression, and Encryption.......................................................................................................................853


   Introduction to Windows Control Panels........................................................................................................................855


   Determining the Windows Version..................................................................................................................................857


   Windows Registry................................................................................................................................................................858


   Editing the Windows Registry..........................................................................................................................................858


   Backing Up Data..................................................................................................................................................................859


   Recovering the Windows OS............................................................................................................................................859


   WinRE....................................................................................................................................................................................860


   Virtualization Basics...........................................................................................................................................................861


   Command Prompt Overview.............................................................................................................................................862


   Command Prompt Basics...................................................................................................................................................863


   Moving Around from a Command Prompt....................................................................................................................865


   The DIR Command..............................................................................................................................................................866


   The MD and RD Commands.................................................................................................................................................867


   The DEL Command..............................................................................................................................................................868


   The TYPE Command...........................................................................................................................................................868


   Copying Files........................................................................................................................................................................868


   The ATTRIB Command.....................................................................................................................................................870


   Why Learn Commands?.....................................................................................................................................................870


   Command Format................................................................................................................................................................871


   Soft Skills–Staying Current.............................................................................................................................................889


   Chapter Summary................................................................................................................................................................889


   Key Terms.............................................................................................................................................................................891


   Review Questions................................................................................................................................................................892


   Exercises................................................................................................................................................................................893


      Exercise 15.1.........................................................................................................................................................893


      Exercise 15.2.........................................................................................................................................................894


   Activities................................................................................................................................................................................894


      Internet Discovery...............................................................................................................................................894


      Soft Skills..............................................................................................................................................................895


      Critical Thinking Skills......................................................................................................................................895


   Labs.........................................................................................................................................................................................896


      Lab 15.1 Windows Vista/7 Basic Usage.........................................................................................................896


      Lab 15.2 Modifying the Windows Vista/7 Start Button..............................................................................907


      Lab 15.3 Windows 8.1 Basic Usage–Introduction to the Start Screen...................................................909


      Lab 15.4 Windows 8.1 Basic Usage–Introduction to PC Settings..........................................................912


      Lab 15.5 Windows 8.1 Basic Usage–Working with the Traditional Desktop and Control Panels......................................................................................................................................................917


      Lab 15.6 Windows 10 Basic Usage–Introduction to the Start Screen....................................................926


      Lab 15.7 Windows 10 Basic Usage–Introduction to Settings..................................................................931


      Lab 15.8 Windows 10 Basic Usage–Working with Control Panels.......................................................938


      Lab 15.9 Windows Vista/7 Taskbar Options.................................................................................................945


      Lab 15.10 Windows 8/8.1 Taskbar Options...................................................................................................948


      Lab 15.11 Windows 10 Taskbar Options.......................................................................................................951


      Lab 15.12 Windows Vista/7 File and Folder Management........................................................................954


      Lab 15.13 Windows 8/10 File and Folder Management.............................................................................959


      Lab 15.14 Windows Vista/7 File Extension...................................................................................................964


      Lab 15.15 Windows Vista/7/8/10 Attributes, Compression, and Encryption.........................................965


      Lab 15.16 Using REGEDIT in Windows Vista/7/8/10..................................................................................970


      Lab 15.17 Basic Commands from a Command Prompt..............................................................................971


      Lab 15.18 The COPY, MD, DEL, and RD Commands......................................................................................974


      Lab 15.19 The ATTRIB Command and Moving Around in the Directory Structure.............................980


      Lab 15.20 Windows 7/10 Backup Software and the Archive Bit..............................................................985


      Lab 15.21 Windows 7 Backup Tool................................................................................................................987


      Lab 15.22 Windows 8.1 File History Utility..................................................................................................988


      Lab 15.23 Windows 10 File History Utility...................................................................................................989


      Lab 15.24 Creating a Windows 7 System Repair Disc................................................................................989


      Lab 15.25 Creating a Windows 7 System Image Disc................................................................................990


      Lab 15.26 Creating a Windows 8.1/10 System Recovery Drive...............................................................991


Chapter 16: Windows Vista, 7, 8, and 10...............................................................................................................................993


   Windows Vista/7/8/10 Overview......................................................................................................................................994


   Windows Vista/7/8/10 Versions.......................................................................................................................................994


   Preinstallation of Windows................................................................................................................................................996


   Installation/Upgrade of Windows.................................................................................................................................. 1004


   Corporate Windows Deployment.................................................................................................................................. 1005


   Verifying the Installation................................................................................................................................................. 1006


   Troubleshooting a Windows Installation..................................................................................................................... 1007


   Dual-Booting Windows................................................................................................................................................... 1009


   Virtualization..................................................................................................................................................................... 1010


   Reloading Windows......................................................................................................................................................... 1012


   Windows Updates............................................................................................................................................................. 1013


   Backing Up the Windows Registry and Data............................................................................................................. 1015


   Configuring Windows Overview................................................................................................................................... 1016


   Configuring Windows...................................................................................................................................................... 1018


   Adding Devices................................................................................................................................................................. 1018


   Installing/Removing Software........................................................................................................................................ 1023


   Microsoft Management Console.................................................................................................................................... 1026


   System Tools...................................................................................................................................................................... 1027


   Managing Storage............................................................................................................................................................. 1033


   Managing Services and Applications............................................................................................................................ 1036


   Data Sources (ODBC)...................................................................................................................................................... 1037


   Print Management Console............................................................................................................................................. 1038


   Overview of the Windows Boot Process..................................................................................................................... 1038


   Speeding Up the Windows Boot Process..................................................................................................................... 1040


   Troubleshooting the Windows Boot Process.............................................................................................................. 1041


   WinRE................................................................................................................................................................................. 1042


   Advanced Boot Options/Startup Settings Menu......................................................................................................... 1045


   System Configuration Utility.......................................................................................................................................... 1046


   Task Manager.................................................................................................................................................................... 1049


   Troubleshooting a Service That Does Not Start......................................................................................................... 1050


   Windows Reboots............................................................................................................................................................. 1051


   Shutdown Problems.......................................................................................................................................................... 1052


   Monitoring System Performance................................................................................................................................... 1053


   Supporting Windows Computers Remotely................................................................................................................ 1058


   Preventive Maintenance for Your Operating System................................................................................................ 1059


   Soft Skills–Avoiding Burnout...................................................................................................................................... 1060


   Chapter Summary............................................................................................................................................................. 1061


   Key Terms.......................................................................................................................................................................... 1063


   Review Questions............................................................................................................................................................. 1064


   Exercises............................................................................................................................................................................. 1065


      Exercise 16.1 Windows Tools........................................................................................................................ 1065


   Activities............................................................................................................................................................................. 1066


      Internet Discovery............................................................................................................................................ 1066


      Soft Skills........................................................................................................................................................... 1067


      Critical Thinking Skills................................................................................................................................... 1067


   Labs...................................................................................................................................................................................... 1068


      Lab 16.1 Windows 7 Installation................................................................................................................... 1068


      Lab 16.2 Installing VMware Workstation................................................................................................... 1069


      Lab 16.3 Installing Windows into a VMware Workstation Virtual Machine...................................... 1069


      Lab 16.4 Working with a VMware Workstation Virtual Machine......................................................... 1071


      Lab 16.5 Windows Registry Modification.................................................................................................. 1075


      Lab 16.6 Windows 7 Backup......................................................................................................................... 1076


      Lab 16.7 Windows Update Utility................................................................................................................ 1076


      Lab 16.8 Configuring Windows 7, 8, and 10 for Ease of Access........................................................... 1077


      Lab 16.9 Windows System Restore Utility................................................................................................. 1080


      Lab 16.10 Upgrading a Hardware Driver and Using Driver Roll Back................................................ 1081


      Lab 16.11 Disabling a Hardware Driver...................................................................................................... 1082


      Lab 16.12 Installing Hardware....................................................................................................................... 1082


      Lab 16.13 Installing and Removing Windows Components................................................................... 1083


      Lab 16.14 Microsoft Management Console................................................................................................ 1086


      Lab 16.15 Exploring Windows Boot Options............................................................................................. 1090


      Lab 16.16 Windows System Configuration Utility................................................................................... 1092


      Lab 16.17 Halting an Application Using Task Manager.......................................................................... 1094


      Lab 16.18 Using Event Viewer...................................................................................................................... 1095


      Lab 16.19 Using Task Manager to View Performance............................................................................. 1096


      Lab 16.20 Performance and Reliability in Windows 7, 8, and 10.......................................................... 1097


      Lab 16.21 Windows Remote Desktop.......................................................................................................... 1099


      Lab 16.22 Windows Task Scheduler in Windows 7, 8, and 10.............................................................. 1100


      Lab 16.23 Windows 8 Upgrade..................................................................................................................... 1101


      Lab 16.24 Windows 10 Upgrade................................................................................................................... 1102


Chapter 17: OS X and Linux Operating Systems............................................................................................................ 1103


   Introduction to OS X........................................................................................................................................................ 1104


   Navigating the User Interface......................................................................................................................................... 1105


   Basic System Usage, Updates, and Backups............................................................................................................... 1108


   Management and Troubleshooting Tools..................................................................................................................... 1113


   Utilities................................................................................................................................................................................ 1115


   Introduction to Linux....................................................................................................................................................... 1124


   Navigating the User Interface......................................................................................................................................... 1125


   Basic System Usage, Updates, and Backups............................................................................................................... 1127


   Command-Line Interface................................................................................................................................................. 1130


   OS X and Linux Best Practices...................................................................................................................................... 1138


   Soft Skills–Be Humble.................................................................................................................................................. 1139


   Chapter Summary............................................................................................................................................................. 1139


   Key Terms.......................................................................................................................................................................... 1140


   Review Questions............................................................................................................................................................. 1141


   Exercises............................................................................................................................................................................. 1142


      Exercise 17.1...................................................................................................................................................... 1142


      Exercise 17.2...................................................................................................................................................... 1142


   Activities............................................................................................................................................................................. 1142


      Internet Discovery............................................................................................................................................ 1142


      Soft Skills........................................................................................................................................................... 1143


      Critical Thinking Skills................................................................................................................................... 1143


   Labs...................................................................................................................................................................................... 1144


      Lab 17.1 Using the OS X Graphical User Interface.................................................................................. 1144


      Lab 17.2. Using the OS X Terminal and Time Machine.......................................................................... 1145


      Lab 17.3 Using Ubuntu Live DVD............................................................................................................... 1146


      Lab 17.4 Ubuntu Command Line.................................................................................................................. 1147


Chapter 18: Computer and Network Security................................................................................................................. 1149


   Security Overview............................................................................................................................................................ 1150


   Security Policy................................................................................................................................................................... 1150


   Physical Security............................................................................................................................................................... 1151


   Digital Security.................................................................................................................................................................. 1158


   User Education.................................................................................................................................................................. 1162


   Security Threats and Vulnerabilities............................................................................................................................. 1164


   Workgroups and Domains............................................................................................................................................... 1168


   Protecting Access to Local and Network Resources................................................................................................. 1169


   Permissions ....................................................................................................................................................................... 1172


   Folder Options................................................................................................................................................................... 1180


   Protecting the Operating System and Data.................................................................................................................. 1181


   Internet Security................................................................................................................................................................ 1185


   Wireless Network Security Overview.......................................................................................................................... 1195


   Wireless Authentication and Encryption...................................................................................................................... 1196


   Default Settings................................................................................................................................................................. 1199


   Wireless AP Installation Checklist................................................................................................................................ 1200


   Wireless Security Conclusion......................................................................................................................................... 1201


   Wireless Network Troubleshooting............................................................................................................................... 1202


   Security Incident Reporting............................................................................................................................................ 1202


   A Final Word About Security........................................................................................................................................ 1204


   Soft Skills–Building Customer Trust.......................................................................................................................... 1205


   Chapter Summary............................................................................................................................................................. 1205


   Key Terms.......................................................................................................................................................................... 1207


   Review Questions............................................................................................................................................................. 1208


   Exercises............................................................................................................................................................................. 1210


      Exercise 18.1...................................................................................................................................................... 1210


      Exercise 18.2...................................................................................................................................................... 1211


   Activities............................................................................................................................................................................. 1211


      Internet Discovery............................................................................................................................................ 1211


      Soft Skills........................................................................................................................................................... 1213


      Critical Thinking Skills................................................................................................................................... 1213


   Labs...................................................................................................................................................................................... 1213


      Lab 18.1 Encrypting a File and Folder in Windows................................................................................. 1213


      Lab 18.2 Using Windows 7/8/10 System Protection ............................................................................... 1216


      Lab 18.3 Sharing a Folder in Windows 7 ................................................................................................... 1217


      Lab 18.4 Sharing a Folder in Windows 8/10.............................................................................................. 1221


      Lab 18.5 Creating a Local Security Policy for Passwords....................................................................... 1226


      Lab 18.6 Creating a Local Security Policy for Passwords in Windows 8/10....................................... 1230


      Lab 18.7 Windows Defender in Windows 7 .............................................................................................. 1234


      Lab 18.8 Windows Defender in Windows 8/10 ........................................................................................ 1236


      Lab 18.9 Sharing Files with Windows 8/10 Public Folders.................................................................... 1237


      Lab 18.10 Configuring a Secure Wireless Network.................................................................................. 1238


Chapter 19: Operational Procedures................................................................................................................................... 1241


   Operational Procedures Overview................................................................................................................................. 1242


   Soft Skills–Communication Skills.............................................................................................................................. 1257


   Chapter Summary............................................................................................................................................................. 1270


   Key Terms.......................................................................................................................................................................... 1271


   Review Questions............................................................................................................................................................. 1272


   Exercises............................................................................................................................................................................. 1274


      Exercise 19.1 Determine the Troubleshooting Theory Step.................................................................... 1274


   Activities............................................................................................................................................................................. 1274


      Internet Discovery............................................................................................................................................ 1274


      Soft Skills........................................................................................................................................................... 1275


      Critical Thinking Skills................................................................................................................................... 1276


Appendix A: Subnetting Basics............................................................................................................................................... 1277


   Labs...................................................................................................................................................................................... 1280


   Lab A.1 Subnet Practice Lab.......................................................................................................................... 1280


Appendix B: Certification Exam Objectives (Online)


Glossary............................................................................................................................................................................................. 1281


9780789756459, TOC, 5/19/2016


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