CompTIA A+ Guide To IT Technical Support, 11th Edition
By Jean Andrews, Joy Dark Shelton, Nicholas Pierce
Contents:
CompTIA A+ Core 1 (220-1101) and A+ Core 2 (220-1102) Exam Objectives
Mapped to Modules xi
Part 1
CompTIA A+ Core 1 (220-1101) 1
Module 1
Taking a Computer Apart and Putting It Back Together 3
Introduction 4
Exploring a Desktop Computer 4
Protecting Yourself and the Equipment 4
Step 1: Planning and Organizing Your Work and
Gathering Your Tools 6
Step 2: Opening the Case 8
Step 3: Removing Expansion Cards 24
Step 4: Removing the Motherboard 26
Step 5: Removing the Power Supply 30
Step 6: Removing the Drives 32
Steps to Put a Computer Back Together 36
First Look at Laptop Components 41
Docking Stations and Port Replicators 44
Special Considerations When
Supporting Laptops 45
Working Inside a Laptop Computer 49
Exploring Laptop Internal Components 54
Exploring Inside an All-in-One Computer 57
Maintaining Laptops 59
Module 2
All About Motherboards 67
Introduction 68
Motherboard Types and Features 68
Motherboard Form Factors 69
Intel and AMD Chipsets and Processor Sockets 71
Buses and Expansion Slots 76
Using BIOS/UEFI Setup to Configure
a Motherboard 86
Accessing the BIOS/UEFI Setup Program 86
Viewing and Monitoring Information 87
Changing Boot Options 89
Configuring Onboard Devices 91
Configuring Security Features 92
BIOS Support for Virtualization 94
Exiting the BIOS/UEFI Setup Menus 94
Updating Motherboard Drivers
and BIOS/UEFI 96
Installing or Updating Motherboard Drivers 97
Updating Firmware 98
Using Jumpers to Clear BIOS/UEFI Settings 99
Installing or Replacing a Motherboard 101
How to Select a Desktop Motherboard 101
How to Install or Replace a Motherboard 102
Module 3
Supporting Processors and Upgrading Memory 115
Introduction 116
Types and Characteristics of Processors 116
Intel Processors 119
AMD Processors 120
ARM Processors 120
Selecting and Installing a Processor 121
Selecting a Processor to Match System Needs 121
Installing a Processor and Cooler Assembly 123
Memory Technologies 133
DIMM and SO-DIMM Technologies 135
Virtual RAM 140
How to Upgrade Memory 141
How Much Memory Do I Need, and
How Much Is Currently Installed? 142
What Type of Memory Is Already Installed? 143
How Many and What Kind of Modules
Can Fit on My Motherboard? 144
How Do I Select and Purchase the
Right Memory Modules? 146
How Do I Install the New Modules? 148
How to Upgrade Memory on a Laptop 149
Module 4
Power Supplies and Troubleshooting Computer Problems 159
Introduction 160
Cooling Methods and Devices 160
Processor Coolers, Fans, and Heat Sinks 160
Thermal Compound and Thermal Pads 161
Case Fans, Other Fans, and Heat Sinks 162
Liquid Cooling Systems 163
Selecting a Power Supply 164
Types and Characteristics of Power Supplies 164
How to Calculate Wattage Capacity 166
Strategies to Troubleshoot Any
Computer Problem 168
Step 1: Interviewing the User and
Backing Up Data 171
Step 2: Examining the System and
Making Your Best Guess 174
Step 3: Testing Your Theory 176
Step 4: Planning Your Solution and
then Fixing the Problem 180
Step 5: Verifying the Fix and Taking
Preventive Action 182
Step 6: Documenting What Happened 182
Troubleshooting the Electrical System 183
Problems That Come and Go 184
Power Problems with the Motherboard 185
Problems with Overheating 186
Problems with Laptop Power Systems 190
Troubleshooting the Motherboard,
Processor, and RAM 192
Windows Startup Repair 198
Module 5
Supporting Hard Drives and Other Storage Devices 211
Introduction 212
Hard Drive Technologies and
Interface Standards 212
Technologies and Form Factors of
Hard Drives 212
Interface Standards Used by
Hard Drives 216
How to Select and Install Hard Drives 222
Selecting a Hard Drive 222
Steps to Install a SATA Drive 223
Installing a Drive in a Removable Bay 229
Installing a Small Drive in a Wide Bay 230
Installing an M.2 SSD Card 230
Installing a Hard Drive in a Laptop 231
Setting Up Hardware RAID 232
Troubleshooting Hard Drives 238
Slow Performance 238
Hard Drive Problems During
the Boot 240
Supporting Other Types of
Storage Devices 244
File Systems Used by Storage Devices 244
Standards Used by Optical Discs and Drives 245
Installing An Optical Drive 248
Solid-State Storage 249
Module 6
Supporting I/O Devices 261
Introduction 262
Basic Principles for Supporting
I/O Devices 262
Wired and Wireless Connection Standards
Used by Peripheral Devices 263
Connectors and Ports Used by
Peripheral Devices 264
Identifying and Installing I/O Peripheral
Devices 270
Mouse or Keyboard 271
Webcams 274
Graphics Tablets 275
Installing and Configuring Adapter Cards 275
Sound Cards and Onboard Sound 279
Capture Cards 279
Replacing Expansion Cards in a Laptop 281
Supporting the Video Subsystem 283
Monitor Technologies and Features 283
Changing Monitor Settings 287
Troubleshooting I/O Devices 290
Numlock Indicator Light 290
Device Manager 290
Audio Issues 291
Troubleshooting Video, Monitors,
and Projectors 291
Video System in a Laptop 298
Module 7
Networking Fundamentals 309
Introduction 310
Understanding TCP/IP and
Windows Networking 310
Addresses Used on a Network 310
TCP/IP Model for Network Communication 312
The OSI Model for Network Communication 316
Server Applications, Their Protocols
and Ports 317
TCP and UDP Delivery Methods 322
How Computers Find Each Other 323
How IPv6 Addresses Are Used 329
Network Hardware 332
Network Adapters 332
Switches and Hubs 336
Cable Modem 337
Multifunction SOHO Router 338
Local Network Setup and Configuration 340
Installing and Configuring a SOHO Router 340
Connecting a Computer to a Local Network 346
Configure TCP/IP Settings 348
Alternate IP Address Configuration 350
DNS Configuration Basics 350
Module 8
Network Infrastructure and Cloud Computing 363
Introduction 364
Types of Networks and Network
Connections 364
Internet Connection Technologies 364
Identifying Network Hardware and
Infrastructure 372
Switches and Virtual LANs 372
Wireless Access Points 373
Ethernet Cables and Connectors 374
Power over Ethernet (PoE) 378
Internet of Things (IoT) 379
Devices and Software to Enhance
Networking 380
Configuring Network Infrastructure 383
Designing a Wired Network 383
Tools Used by Network Technicians 384
How Twisted-Pair Cables and Connectors
Are Wired 388
Wi-Fi Networking 394
Troubleshooting Network Connections 395
Limited or Slow Wired Connectivity 395
Port Flapping 396
Network Jitter and High Latency 397
VoIP Call Quality 397
Intermittent Wireless and
External Interference 397
Client-Side Virtualization 399
Setting Up Client-Side Virtualization 400
Securing a Virtual Machine 403
Cloud Computing 403
Deployment Models for Cloud Computing 404
Characteristics of Cloud Computing 404
Cloud Computing Service Models 405
Module 9
Supporting Mobile Devices 417
Introduction 418
Mobile Devices, Operating Systems,
Connections, and Accessories 418
Mobile Device Operating Systems 419
Get to Know an Android Device 419
Get to Know iOS and iPadOS by Apple 423
Wireless Connections for Mobile Devices 425
Wi-Fi Connections to a LAN 425
Mobile Hotspots and Tethering 426
Cellular WAN Connections 426
Location Services 430
PAN Connections 431
Mobile Device Ports and Accessories 434
Mobile Apps for Business Use 436
Mobile Devices Managed by
Corporate Policies 436
Configure Mobile Device Email 436
Mobile Device Synchronization 438
Troubleshooting Mobile Devices 443
Troubleshooting Techniques 444
Common Mobile Device Malware
Symptoms 445
Mobile Device Malware Removal 446
Other Common Problems and Solutions 447
Module 10
Supporting Printers 459
Introduction 460
Printer Types and Features 460
Scanners 460
Laser Printers 461
Inkjet Printers 464
Impact Printers 466
Thermal Printers 467
3D Printers 468
Using Windows to Install, Share, and
Manage Printers 470
Local or Network Printer 470
Wired or Wireless Printer Connections 472
Installing a Local or Network Printer 472
Choosing a Driver 473
Sharing a Printer on a Network 476
Network Scan Services 481
Configuring Printer Features and
Add-On Devices 482
Printer Maintenance 484
Online Support for Printers 484
Cleaning a Printer 485
Calibrating a Printer 485
Printer Maintenance Kits 486
Troubleshooting Printers 492
Printer Does Not Print 492
Poor Print Quality 499
Part 2
CompTIA A+ Core 2 (220-1102) 511
Module 11
The Complex World of IT Professionals 513
Introduction 514
What Customers Want:
Beyond Technical Know-How 514
Become a Competent and Helpful Support
Technician 514
Plan for Good Service 518
Documentation and Support Systems 525
Types of Documents and Support Systems 525
Change Management 529
Working in Diverse Software
Environments 531
What All Operating Systems Do 531
Popular Operating Systems 534
How an OS Manages Hardware 536
How an OS Manages a Hard Drive 538
How File Systems Work 539
Types of OS Installations and Upgrades 543
Vendor End-of-Life Limitation and
Product Life Cycle 547
Module 12
Installing Windows 557
Introduction 558
Evaluating a System for Windows 10
or Windows 11 558
Choose a Windows 10 Edition 558
Choose a Windows 11 Edition 559
32-Bit versus 64-Bit Version 559
Verify That Your System
Qualifies for Windows 10 560
System Information Window 561
System Requirements for Windows 11 561
Understanding How Windows
Supports Networking 562
Windows Workgroup 562
Windows Domain 563
Azure Active Directory 565
Types of User Accounts 566
Public and Private Networks 567
Final Checklist Before Beginning
the Installation 568
The Size of the Windows Partition 569
Verify That You Have the Windows Product Key 570
Prepare for a Windows 11 Upgrade
or New Installation 573
Installing Windows 10 or Windows 11 576
Windows 10 In-Place Upgrade 576
Windows 10 Clean Install 579
Upgrade or Clean Install for Windows 11 583
Installations in a Virtual Machine 583
Solve Problems with Installations 591
What to Do After a Windows
Installation 595
Verify Network Access 595
Install Windows Updates 597
Malware Protection 599
Install Hardware 600
Manage User Accounts
in Windows 603
Install Applications 606
Special Concerns When Working
in a Large Enterprise 608
Methods to Deploy a Standard Image 610
Use USMT Software 612
Module 13
Maintaining Windows 621
Introduction 622
Critical Windows Settings
and Backup Procedures 622
Useful Settings and Control Panel Applets 623
Power Options 624
Plan for Disaster Recovery 627
Back Up User Data and the
System Image 630
Back Up Windows System Files with
System Protection 634
Maintaining Hard Drives 635
File Explorer Options 636
Clean the Hard Drive 637
Optimize the Hard Drive 639
Indexing Options 640
Use Disk Management to Manage
Hard Drives 641
Using a Command-Line Interface (CLI) 649
Commands to Manage Files and Folders 652
Commands to Manage Hard Drives 656
Module 14
Troubleshooting Windows After Startup 669
Introduction 670
Windows Under the Hood 670
What Are the Shell and the Kernel? 670
Directory Structures 672
How Windows Manages Applications 673
Survey of Windows Tools and Techniques
for Troubleshooting 673
Use Event Viewer to Look for Clues 678
Resource Monitor Can Identify a
Resource-Hungry Process 679
Performance Monitor Tracks Resource
Use Over Time 679
Task Manager Shows You What’s
Happening Now 681
Services Console Manages Services 686
System File Checker 689
System Configuration Offers Clean Boot
and Safe Mode 689
System Restore 692
Registry Editor 693
Troubleshooting Windows Problems 697
Steps to Solve Any Computer Problem 698
Services Not Starting 699
USB Controller Resource Warnings 699
Time Drift 700
Low Memory Warning 701
Sluggish Performance 701
System Instability 703
Application Errors and Crashes 707
Module 15
Troubleshooting Windows Startup 719
Introduction 720
Understanding the Boot Process 720
Different Ways to Boot 720
Steps to Boot the Computer and
Start Windows 721
What to Do before a Problem Occurs 727
Windows 10/11 System Repair Disc 730
Windows 10/11 Recovery Drive 730
Windows 10/11 Media Creation Tool 733
Tools for Solving Windows
Startup Problems 733
Startup Repair 738
Changing Startup Settings 738
System Restore 742
Uninstall Updates 742
The Command Prompt Window in
Windows RE 743
Tools to Reinstall Windows 744
Windows 10/11 Repair Installation 745
Applying a Windows System Image 747
OEM Factory Recovery Partition 747
Windows 10/11 Reset 749
Troubleshooting Windows Startup 751
Important Data on the Hard Drive 751
Error Messages and Problems 752
Module 16
Security Strategies 767
Introduction 768
Physical and Logical Security 768
Physical Security and Access Controls 768
Using AAA for Control Access 773
Social Engineering and User Education 777
Dealing with Malicious Software
on Personal Computers 779
What Are We Up Against? 780
What Makes Us the Most Vulnerable? 783
Step-By-Step Attack Plan 784
Step 1: Identifying and Researching
Malware Symptoms 785
Step 2: Quarantining an Infected System 787
Step 3: Disabling System Protection 787
Step 4: Remediating the Infected System 788
Step 5: Protecting the System with
Scheduled Scans and Updates 796
Step 6: Enabling System Protection and
Creating a Restore Point 796
Step 7: Educating the End User 796
Licensing, Regulated Data, and
Security Policies 797
Software Licensing and
Digital Rights 797
Regulated Data and
Compliance Policies 798
Data Destruction and Disposal 799
Incident Response for Prohibited Content
and Activities 801
Module 17
Securing and Sharing Windows Resources 809
Introduction 810
Securing a Windows Personal Computer 810
BIOS/UEFI Passwords 810
Securing Windows User Accounts 811
File and Folder Encryption 819
Bitlocker Encryption 820
Controlling Access to Folders,
Files, and Printers 822
Classifying User Accounts and User Groups 822
Methods to Assign Permissions to
Folders and Files 825
How to Share Folders and Files 826
How to Map a Network Drive or
Network Printer 839
Hidden Network Resources and
Administrative Shares 843
Using Active Directory Domain Services 845
Creating and Managing User Accounts in AD 847
Group Policy Objects 856
Module 18
Mobile Device Security 869
Introduction 870
Backing Up Mobile Devices 870
Update the OS 871
Mobile Apps Development 872
Backup and Recovery 872
Securing Mobile Devices 877
Device Access Controls 878
Use Trusted Sources for Apps 880
Mobile Security in Corporate Environments 882
Troubleshooting Mobile Devices 883
Troubleshooting Techniques 883
Common Problems and Solutions 886
Module 19
Network Security and Troubleshooting 899
Introduction 900
Securing Workstations and IoT Devices
on a Network 900
Secure a Browser 900
Create a VPN Connection 907
Create a WWAN Connection 909
Metered Connections 910
Windows Defender Firewall 910
Secure Internet of Things
Devices 913
Securing a Multifunction Router
for a SOHO Network 916
Router Placement for Best Security 918
Basic Security Features of a Router 918
Firewall Settings 922
Securing a Wireless Network 929
Using Remote Access Technologies 935
File Transfers over the Internet 935
Windows 10/11 Remote Control Tools 936
Virtual Network Computing (VNC) 945
Secure Shell (SSH) 946
Remote Monitoring and Management (RMM) 946
Security Benefits of Third-Party Tools 947
Troubleshooting Network Connections 947
ping [–a] [–t] [targetname] 947
hostname 948
ipconfig [/all] [/release] [/renew]
[/displaydns] [/flushdns] 949
nslookup [computername] 949
tracert [targetname] 950
pathping 951
The net Commands 951
netstat [–a] [–b] [–o] 952
Module 20
Supporting macOS 965
Introduction 966
Getting to Know the macOS Desktop 966
Finder 968
Launchpad 970
Apple Menu 971
System Preferences 972
Control Center 974
Spotlight 975
Mission Control and Multiple Desktops 976
iCloud and iCloud Drive 977
Keychain 978
Screen Sharing 979
Remote Disc 981
Terminal 981
Summary of Gestures and Keystrokes 981
macOS Directory Structures 983
Installing Apps 984
Managed Apple IDs 986
Update macOS and Drivers 987
Back Up and Restore with Time Machine 988
Drive Maintenance Tools 990
Repairs Using the Disk Utility App 992
Troubleshooting macOS Startup 993
Safe Mode 994
macOS Recovery 995
Module 21
Linux and Scripting 1005
Introduction 1006
Linux Operating System 1006
Linux Installs, Updates, and Backups 1009
Installing and Exploring Ubuntu Server 1012
Telnet and SSH for Remote Access 1030
Samba File Servers 1031
Scripting Software and Techniques 1032
Script File Types 1033
Basics of Scripting 1033
Uses for Scripting 1036
Scripting Security Considerations 1042
Appendix A
Safety Procedures and Environmental Concerns 1057
Appendix B
Entry Points for Windows Startup Processes 1077
Appendix C
CompTIA Acronyms 1079
Glossary 1087
Index 1139