CompTIA A+ Exam Cram (Exams 220-602, 220-603, 220-604)

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    GEEPERS

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    Англ. яз. Подготовка к экзаменам: Practice essentials exam, IT Tech practice exam, Depot practice exam, Remote support practice exam. В конце кажджой главы имеются тесты (с ответами) для самопроверки

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    By Charles J. Brooks
    Published Jul 19, 2007 by Exam Cram. Part of the Exam Cram series.

    In This Book You’ll Learn How To:
    Recognize the different types and forms of computer memory
    Identify different computer cables and connectors
    Troubleshoot IRQ conflicts and other computer resource problems
    Identify and troubleshoot common computer motherboard components
    Install core PC components, such as motherboards, processors, and memory
    Install and maintain multiple computer peripherals
    Identify network architectures and topologies
    Troubleshoot operating system problems
    Describe the core functions of Windows NT/2000/XP and Windows 9x operating systems
    Discover effective DOS commands excellent for troubleshooting
    Use the DOS operating system or command lines when your GUI is unavailable
    Recover from system startup failures
    Use and troubleshoot Windows Networking
    Effectively prepare yourself for exam day

    Table of Contents:
    Introduction........................................................................................................................... 1

    How This Book Is Organized............................................................................... 1

    Conventions Used in This Book......................................................................... 2

    Special Elements...................................................................................... 2

    Test Taking Tips.................................................................................................... 3

    Chapter 1: Basic PC Terms and Concepts......................................................................... 5

    Introduction............................................................................................................ 6

    The PC System....................................................................................................... 6

    System Unit Cases.................................................................................. 7

    Form Factors............................................................................................ 9

    Power Supplies...................................................................................... 11

    System Boards (Motherboards).......................................................... 16

    Microprocessor..................................................................................... 17

    Chipsets.................................................................................................. 21

    Memory Units (RAM and ROM)........................................................ 21

    Basic Input/Output Systems............................................................... 24

    System Configuration Settings........................................................... 27

    Expansion Slots..................................................................................... 28

    Adapter Cards........................................................................................ 31

    Data Storage Devices........................................................................... 34

    Removable Storage............................................................................... 39

    Peripherals and Ports............................................................................ 41

    Video Displays....................................................................................... 46

    Printers.................................................................................................... 47

    Exam Prep Questions........................................................................................... 48

    Answers and Explanations................................................................................. 54

    Challenge Solution............................................................................................... 57

    Chapter 2: PC System Boards........................................................................................... 59

    Introduction.......................................................................................................... 60

    System Board Form Factors............................................................................... 60

    ATX System Boards............................................................................. 60

    BTX System Boards.............................................................................. 62

    Low-Profile Form Factors..................................................................... 66

    Pentium Chipsets................................................................................... 66

    System Bus Speeds............................................................................... 72

    Expansion Slots.................................................................................................... 73

    PCI Local Bus......................................................................................... 73

    PCI-X....................................................................................................... 76

    PCI Express............................................................................................. 77

    AGP Slots............................................................................................... 80

    Audio Modem Risers and Communication Networking Risers...... 82

    I/O Ports 84

    Onboard Disk Drive Connections....................................................... 85

    SCSI Connections................................................................................. 90

    Processor Socket Specifications........................................................................ 91

    AMD Slots and Sockets....................................................................... 93

    DRAM Sockets.................................................................................................... 95

    CMOS RAM......................................................................................................... 96

    CMOS Setup Utilities............................................................................ 96

    Exam Prep Questions......................................................................................... 109

    Answers and Explanations............................................................................... 116

    Challenge Solutions........................................................................................... 118

    Chapter 3: Microprocessors............................................................................................ 121

    Introduction........................................................................................................ 122

    Intel Microprocessors....................................................................................... 122

    The Pentium Processor....................................................................... 122

    Advanced Pentium Architectures.................................................... 124

    Intel Dual-Core Processors................................................................ 130

    Advanced Intel Microprocessor Technologies............................. 133

    AMD Processors............................................................................................... 135

    Athlon 64 Processors......................................................................... 136

    Duron Processors................................................................................ 137

    Athlon Dual-Core Processors........................................................... 137

    Opteron Processors............................................................................ 141

    Microprocessor Clock Speeds......................................................................... 144

    Processor Power Supply Levels...................................................................... 145

    Configuring Microprocessors and Buses...................................................... 146

    Fans, Heat Sinks, and Cooling Systems......................................................... 147

    BTX Thermal Module......................................................................... 149

    Advanced Cooling Systems.............................................................. 149

    Cache Memory................................................................................................... 152

    Exam Prep Questions......................................................................................... 153

    Answers and Explanations............................................................................... 156

    Challenge Solution............................................................................................. 157

    Chapter 4: Random Access Memory............................................................................. 159

    SRAM and DRAM............................................................................................ 160

    SRAM................................................................................................... 163

    Memory Overhead............................................................................................. 164

    Error Checking and Correcting.......................................................... 164

    Cache Memory Operations................................................................ 166

    RAM Packaging................................................................................................. 168

    RIMM.................................................................................................... 169

    RAM Speed Ratings........................................................................... 170

    Exam Prep Questions......................................................................................... 174

    Answers and Explanations............................................................................... 176

    Challenge Solution............................................................................................. 178

    Chapter 5: Data Storage Systems................................................................................... 179

    Introduction........................................................................................................ 180

    Personal Video Recorders.................................................................. 182

    RAID Systems..................................................................................... 184

    Floppy Disk Drives............................................................................. 190

    Magnetic Tape Drives........................................................................ 191

    Optical Storage................................................................................................... 193

    CD-ROM Drives.................................................................................. 193

    DVDs..................................................................................................... 197

    Disk Drive Interfaces......................................................................................... 199

    Internal Disk Drive Interfaces............................................................ 199

    IDE/ATA Interface.............................................................................. 200

    Serial ATA Interface........................................................................... 202

    Floppy Drive Interface........................................................................ 203

    Small Computer System Interface..................................................... 204

    Removable Storage............................................................................................ 213

    Flash Memory...................................................................................... 214

    Exam Prep Questions......................................................................................... 218

    Answers and Explanations............................................................................... 222

    Chapter 6: Ports and Peripherals.................................................................................... 225

    Input/Output Interfaces.................................................................................... 226

    Initiating I/O Transfers....................................................................... 226

    System Resource Allocations........................................................... 227

    Ports, Cables, and Connectors......................................................................... 228

    PS/2 Connectors.................................................................................. 229

    Universal Serial Bus............................................................................ 230

    IEEE-1394 FireWire Bus...................................................................... 236

    Multimedia Connections.................................................................... 239

    Legacy Ports........................................................................................ 244

    Parallel Printer Ports............................................................................ 245

    RS-232 Serial Ports.............................................................................. 248

    Game Ports............................................................................................ 249

    Typical Peripheral Systems.............................................................................. 251

    Keyboards............................................................................................ 251

    Pointing Devices................................................................................. 252

    Exam Prep Questions......................................................................................... 274

    Answers and Explanations............................................................................... 278

    Challenge Solutions........................................................................................... 280

    Chapter 7: Installing, Upgrading, Configuring, and Optimizing PC Components... 281

    Installing Storage Devices................................................................................ 282

    Installing Internal Storage Devices.................................................. 282

    HDD Installation.................................................................................. 283

    Installing SCSI Adapter Cards.......................................................... 292

    Installing CD-ROM/DVD Drives....................................................... 300

    Installing CD-RW and DVD-RW Drives.......................................... 301

    Installing a Floppy Disk Drive........................................................... 302

    Installing External Storage Devices.................................................. 303

    Upgrading and Optimizing Disk Drives.......................................................... 305

    HDD Upgrading................................................................................... 305

    Disk Drive Subsystem Enhancements............................................. 306

    Installing Video/Monitor Systems.................................................................. 308

    Installing Standard PC Input Devices............................................................. 310

    Installing Scanners.............................................................................. 311

    Installing Bar Code Scanners............................................................ 312

    Installing Sound Cards....................................................................... 312

    Installing Digital Cameras.................................................................. 313

    Installing Adapter Card—Based Peripherals.................................... 314

    Installing Devices Using USB, IEEE-1394, PCMCIA, and IrDA.. 316

    Upgrading Peripheral Devices........................................................... 320

    Exam Prep Questions......................................................................................... 321

    Answers and Explanations............................................................................... 324

    Challenge Solutions........................................................................................... 325

    Chapter 8: Basic Troubleshooting and Preventive Maintenance Techniques....... 327

    Basic PC Troubleshooting................................................................................ 329

    Diagnostic and Repair Tools............................................................. 330

    Gathering Information......................................................................... 331

    Initial Troubleshooting Steps............................................................ 333

    Symptoms/Error Codes....................................................................... 336

    Determining Hardware/Software/Configuration Problems............ 339

    Using a Multimeter............................................................................................ 343

    Field-Replaceable Unit Troubleshooting......................................... 349

    Basic Preventive Maintenance........................................................................ 350

    Cleaning................................................................................................ 350

    Preventive Maintenance Procedures............................................... 352

    Protecting Display Systems............................................................... 355

    Protecting Hard Disk Drives.............................................................. 357

    Protecting Removable Media Drives................................................ 358

    Protecting Input Devices................................................................... 360

    Preventive Maintenance Scheduling............................................... 361

    Exam Prep Questions......................................................................................... 365

    Answers and Explanations............................................................................... 368

    Challenge Solutions........................................................................................... 370

    Chapter 9: Advanced PC Troubleshooting.................................................................. 373

    Advanced Diagnostics..................................................................................... 375

    Isolating Power Supply Problems.................................................................... 375

    Checking a Dead System.................................................................... 376

    Troubleshooting the System Board................................................................ 379

    System Board Symptoms................................................................... 379

    Configuration Checks......................................................................... 381

    Hardware Checks................................................................................. 382

    Troubleshooting Keyboard Problems.............................................. 386

    Troubleshooting Mouse Problems................................................... 390

    Troubleshooting Video Systems...................................................... 393

    Troubleshooting HDDs...................................................................... 400

    Troubleshooting CD-ROM and DVD Drives.................................. 406

    Troubleshooting FDDs...................................................................... 410

    Troubleshooting Tape Drives........................................................... 413

    Troubleshooting Other Removable Storage Systems................... 414

    Troubleshooting Port Problems........................................................ 415

    IEEE-1394 Adapters and Ports......................................................................... 419

    Troubleshooting Sound Cards.......................................................... 421

    Troubleshooting Front Panel Connections..................................... 423

    Exam Prep Questions......................................................................................... 425

    Answers and Explanations............................................................................... 430

    Challenge Solutions........................................................................................... 432

    Chapter 10: Portable Computer Fundamentals............................................................. 435

    Inside Portables.................................................................................................. 437

    Portable System Boards.................................................................................... 438

    Microprocessors in Portables........................................................... 440

    Pentium IIIM and 4M Processors..................................................... 441

    Pentium M Processors........................................................................ 442

    Centrino................................................................................................ 443

    Pentium M Celerons............................................................................ 443

    Core Duo Processors.......................................................................... 444

    AMD Mobile Processors................................................................... 445

    Portable Memory................................................................................................ 446

    Upgrading Portable Memory............................................................. 448

    Portable Drives................................................................................................... 450

    Upgrading/Replacing Portable Drives............................................. 451

    Portable Display Types..................................................................................... 452

    Liquid Crystal Displays...................................................................... 452

    Portable Keyboards........................................................................................... 455

    Trackballs............................................................................................................ 457

    Touch Pads......................................................................................................... 457

    Pointing Sticks.................................................................................................... 458

    External Portable I/O.......................................................................................... 459

    Peripheral Storage Devices................................................................ 460

    External FDDs...................................................................................... 460

    External CD-ROM Drives................................................................... 460

    External CD-RW and DVD-RW Drives............................................ 461

    Removable Storage............................................................................. 462

    Installing External Storage Devices.................................................. 463

    PC Cards 464

    Cardbus................................................................................................. 464

    Adding PC Card Memory................................................................... 465

    Installing PC Cards.............................................................................. 466

    Installing PC Card Support................................................................ 467

    Mini PCI Express Cards...................................................................... 468

    Networking Portables........................................................................................ 469

    Wireless Networking with Portables................................................ 470

    Portable Power Sources.................................................................................... 473

    Power Consumption............................................................................ 475

    Power Management............................................................................ 475

    Docking Stations................................................................................................ 477

    Port Replicators................................................................................... 478

    Portable System Upgrading.............................................................................. 478

    Upgrading Batteries............................................................................ 479

    Upgrading PC Cards........................................................................... 480

    Exam Prep Questions......................................................................................... 482

    Answers and Explanations............................................................................... 485

    Challenge Solutions........................................................................................... 487

    Chapter 11: Maintaining and Repairing Portable Computers..................................... 489

    Troubleshooting Portable Systems................................................................. 490

    Common LCD Display Problems...................................................................... 492

    Replacing the LCD Panel.................................................................... 494

    Troubleshooting Portable Keyboards............................................................ 496

    Troubleshooting Touch Pads.......................................................................... 496

    Troubleshooting Portable Unique Storage.................................................... 497

    Troubleshooting Infrared Ports....................................................................... 499

    Troubleshooting PCMCIA............................................................................... 500

    Troubleshooting Portable Power Issues........................................................ 501

    Troubleshooting Docking Stations/Port Replicators................................... 503

    Portable Preventative Maintenance................................................................ 505

    Rough Handling.................................................................................. 505

    Thermal Issues..................................................................................... 507

    Cleaning................................................................................................ 507

    Exam Prep Questions......................................................................................... 508

    Answers and Explanations............................................................................... 509

    Challenge Solutions........................................................................................... 510

    Chapter 12: Windows Operating Systems.................................................................... 511

    Operating Systems............................................................................................. 512

    Graphical User Interfaces................................................................... 513

    The Windows NT Product Line....................................................................... 515

    Windows 2000..................................................................................... 518

    Windows XP........................................................................................ 519

    Windows 2003 Server......................................................................... 521

    Windows Vista Operating Systems.................................................. 521

    Navigating Windows 2000/XP......................................................................... 521

    Windows 2000/XP Desktops............................................................. 523

    Drop-Down Menus............................................................................. 528

    The Taskbar......................................................................................... 530

    Start Menu............................................................................................ 531

    Windows 2000 Control Panel............................................................ 535

    Windows Explorer............................................................................... 543

    Windows XP Interface Variations.................................................... 547

    Windows XP Media Center Interfaces............................................ 552

    Command Prompt Procedures.......................................................................... 557

    Working from the Command Line..................................................... 558

    Exam Prep Questions......................................................................................... 565

    Answers and Explanations............................................................................... 570

    Challenge Solutions........................................................................................... 572

    Chapter 13: Major Windows Structures........................................................................ 575

    Introduction........................................................................................................ 576

    The PC Hardware Startup Process.................................................................. 576

    Windows 2000/XP Structures.......................................................................... 581

    System Memory Management.......................................................... 583

    Windows 2000/XP Registries............................................................ 586

    Windows 2000/XP File Systems...................................................................... 590

    Managing Partitions........................................................................... 590

    High-Level Formatting........................................................................ 593

    FAT Disk Organization....................................................................... 593

    NTFS Disk Organization..................................................................... 597

    Files and Filenames............................................................................................ 608

    File Types............................................................................................. 608

    Windows 2000/XP Files..................................................................... 609

    File Encryption and Compression..................................................... 610

    Exam Prep Questions......................................................................................... 614

    Answers and Explanations............................................................................... 617

    Challenge Solutions........................................................................................... 620

    Chapter 14: Installing and Upgrading Operating Systems......................................... 621

    Introduction........................................................................................................ 623

    Installing Windows 2000/XP............................................................................ 623

    Installation Methods.......................................................................... 624

    Hard Disk Drive Preparation.............................................................. 629

    Managing Patches and Service Packs............................................. 630

    Troubleshooting General Setup Problems....................................... 632

    Installing Windows 2000 Professional........................................................... 633

    Windows 2000/XP Setup Problems.................................................. 636

    Installing Windows XP Professional.............................................................. 638

    Windows XP MCE Hardware Requirements................................... 640

    Windows XP Setup Problems........................................................... 641

    Operating System Upgrading........................................................................... 643

    Upgrading to Windows 2000............................................................. 643

    Upgrading to Windows XP............................................................... 646

    Performing Local Upgrades............................................................... 648

    Upgrade Problems.............................................................................................. 650

    Dual Booting........................................................................................ 651

    Loading and Adding Device Drivers.............................................................. 654

    2000/XP Device Drivers...................................................................... 654

    SATA Drivers...................................................................................... 655

    Finding Drivers.................................................................................... 656

    Driver Signing...................................................................................... 656

    Exam Prep Questions......................................................................................... 658

    Answers and Explanations............................................................................... 661

    Challenge Solutions........................................................................................... 663

    Chapter 15: Optimizing Operating Systems.................................................................. 665

    Introduction........................................................................................................ 666

    Optimizing Windows 2000/XP Performance.................................................. 666

    Optimizing Virtual Memory................................................................ 667

    Optimizing the Disk Drive System.................................................... 668

    Managing Temporary Files................................................................ 670

    Optimizing System Services............................................................... 673

    Modifying the Startup Process......................................................... 674

    Monitoring System Performance...................................................... 676

    Monitoring Application Performance with System Monitor........ 678

    Software Maintenance........................................................................ 684

    Exam Prep Questions......................................................................................... 687

    Answers and Explanations............................................................................... 688

    Challenge Solutions........................................................................................... 689

    Chapter 16: Operating System Utilities.......................................................................... 691

    Windows Disk Management Tools................................................................ 692

    Disk Cleanup........................................................................................ 693

    CHKDSK............................................................................................... 694

    HDD Defragmentation........................................................................ 695

    Backups................................................................................................ 698

    Removable Storage Utility................................................................. 708

    Windows 2000/XP System Management Tools............................................ 709

    Event Viewer........................................................................................ 709

    Windows 2000/XP System Information........................................... 712

    Windows XP System Restore........................................................... 714

    Task Manager...................................................................................... 714

    Device Manager.................................................................................. 716

    MSCONFIG.EXE.................................................................................. 720

    Remote Desktop and Remote Assistance Features....................... 721

    File Management Tools.................................................................................... 722

    System Editors..................................................................................... 722

    Dr. Watson........................................................................................... 724

    Command-Line Utilities..................................................................................... 725

    Windows Troubleshooting Help Files........................................................... 727

    Internet Help........................................................................................ 729

    Exam Prep Questions......................................................................................... 730

    Answers and Explanations............................................................................... 735

    Challenge Solutions........................................................................................... 737

    Chapter 17: Basic Operating System Troubleshooting and Maintenance............... 739

    Introduction........................................................................................................ 742

    General OS Troubleshooting Process............................................................. 743

    Troubleshooting Startup Problems................................................................. 744

    General Bootup/Startup Problems.................................................... 745

    Windows 2000/XP Startup Tools..................................................... 746

    Using Windows XP System Restore................................................ 759

    Windows 2000/XP Startup Problems............................................... 763

    Common OS Operational Problems................................................................. 767

    Optional Devices Do Not Operate.................................................... 767

    Troubleshooting Stop Errors............................................................. 768

    Windows 2000/XP Application Problems....................................... 770

    Windows-Related Printing Problems............................................... 776

    Using Remote Desktop/Assistance................................................................ 779

    Configuring the Remote Desktop Function.................................... 779

    Conducting Remote Desktop Sessions........................................... 780

    Using Remote Assistance.................................................................. 783

    Exam Prep Questions......................................................................................... 787

    Answers and Explanations............................................................................... 791

    Challenge Solutions........................................................................................... 794

    Chapter 18: Printers and Scanners................................................................................. 797

    Introduction........................................................................................................ 799

    Printer Types...................................................................................................... 799

    Fonts..................................................................................................... 800

    Basic Printer Components.................................................................. 801

    Dot-Matrix Printers.............................................................................. 804

    Dot-Matrix Printer Mechanics........................................................... 804

    Thermal Printers................................................................................... 807

    Inkjet Printers....................................................................................... 809

    Laser Printers....................................................................................... 811

    Dye Sublimation Printers.................................................................... 815

    Printer Installation.............................................................................................. 816

    USB Printers......................................................................................... 818

    Networked Printers.............................................................................. 818

    Wireless Printer Interfaces................................................................. 819

    Infrared Printer Ports........................................................................... 820

    Legacy Printer Interfaces................................................................... 821

    Printer Drivers...................................................................................... 824

    Printer Control Panel Configuration................................................. 826

    Printer Calibration................................................................................ 827

    Printer Options and Upgrades........................................................... 828

    Printing in Windows.......................................................................................... 831

    Establishing Printers in Windows.................................................... 834

    Printer Properties................................................................................. 836

    Network Printing with Windows....................................................... 837

    Scanners 838

    Exam Prep Questions......................................................................................... 842

    Answers and Explanations............................................................................... 847

    Challenge Solutions........................................................................................... 850

    Chapter 19: Printer and Scanner Servicing.................................................................... 851

    Introduction........................................................................................................ 853

    Servicing Printers............................................................................................... 853

    General Printer Troubleshooting....................................................... 854

    Troubleshooting Dot-Matrix Printers............................................................. 858

    Dot-Matrix Printer Power Supply Problems..................................... 859

    Dot-Matrix Consumables................................................................... 859

    Printhead Not Printing........................................................................ 861

    Printhead Not Moving........................................................................ 862

    Paper Not Advancing......................................................................... 862

    Troubleshooting Inkjet Printers....................................................................... 863

    Inkjet Printer Configuration Checks................................................. 863

    Inkjet Consumables............................................................................. 863

    Printhead Not Printing........................................................................ 865

    Printhead Not Moving........................................................................ 865

    Paper Not Advancing......................................................................... 866

    Troubleshooting Laser Printers....................................................................... 866

    Laser Printer Consumables................................................................ 867

    Printer Is Dead or Partially Disabled................................................. 868

    Print on Page Is Missing or Bad....................................................... 869

    Paper Does Not Feed or Is Jammed.................................................. 871

    Troubleshooting Scanners............................................................................... 873

    Image Quality Problems...................................................................... 874

    Checking the Host System................................................................. 875

    Interface Cables................................................................................... 876

    Preventive Maintenance and Safety Issues.................................................. 876

    Dot-Matrix/Inkjet Printers.................................................................. 877

    Laser Printers....................................................................................... 877

    Laser Safety Issues............................................................................. 878

    Exam Prep Questions......................................................................................... 879

    Answers and Explanations............................................................................... 884

    Challenge Solutions........................................................................................... 887

    Chapter 20: Basic Networking Concepts....................................................................... 889

    Local Area Networks......................................................................................... 890

    LAN Topologies.................................................................................. 891

    Network Control Strategies................................................................ 894

    Network Connectivity Devices......................................................... 897

    Network Transmission Media.......................................................................... 900

    Copper Cabling.................................................................................... 901

    Fiber-Optic Cable................................................................................. 906

    Plenum Cable........................................................................................ 909

    Wireless Infrared Links...................................................................... 910

    Wireless RF Links............................................................................... 911

    Network Architectures...................................................................................... 913

    Ethernet................................................................................................. 914

    Networking Protocols........................................................................................ 920

    Exam Prep Questions......................................................................................... 922

    Answers and Explanations............................................................................... 928

    Challenge Solutions........................................................................................... 931

    Chapter 21: Installing Local Area Networks................................................................. 933

    Installing and Configuring LAN Components.............................................. 934

    LAN Adapter Cards............................................................................ 934

    Installing LAN Cards.......................................................................... 936

    Optimizing Network Adapters........................................................... 937

    Installing Wireless LANs................................................................... 938

    Installing Network Components in Windows 2000/XP Control Panels..... 946

    Configuring Clients in Windows 2000/XP....................................... 950

    Configuring Protocols in Windows 2000/XP.................................. 950

    Networking with Novell NetWare..................................................... 953

    Sharing Network Resources............................................................................. 955

    Network Shares.................................................................................... 956

    Mapping a Drive.................................................................................. 961

    Exam Prep Questions......................................................................................... 963

    Answers and Explanations............................................................................... 965

    Challenge Solutions........................................................................................... 967

    Chapter 22: Wide Area Networking............................................................................... 969

    Introduction........................................................................................................ 971

    Internet Connectivity........................................................................................ 971

    Internet Service Providers.................................................................. 972

    IP Addresses........................................................................................ 974

    Internet Domains................................................................................. 978

    Internet Access Methods................................................................................. 979

    LAN Access to the Internet.............................................................. 980

    Dial-Up Access.................................................................................... 983

    ISDN Connections.............................................................................. 988

    Digital Subscriber Lines..................................................................... 990

    Cable Modems..................................................................................... 996

    Installing Digital Modems.................................................................. 998

    Satellite Internet Access.................................................................. 1000

    Wireless Internet Access................................................................. 1002

    Voice Over IP..................................................................................... 1003

    TCP/IP 1005

    The TCP/IP Suite............................................................................... 1006

    Internet Resources........................................................................................... 1010

    The World Wide Web...................................................................... 1011

    File Transfer Protocol....................................................................... 1012

    Email.................................................................................................... 1013

    Secure Sockets Layer Protocol........................................................ 1014

    Telnet.................................................................................................. 1015

    Web Browsers.................................................................................................. 1016

    Establishing Internet Browser Security Options.......................... 1017

    Exam Prep Questions....................................................................................... 1021

    Answers and Explanations............................................................................. 1027

    Challenge Solutions......................................................................................... 1030

    Chapter 23: Network Troubleshooting........................................................................ 1031

    Basic Network Troubleshooting.................................................................... 1032

    Network Troubleshooting Tools.................................................... 1034

    Troubleshooting LAN Problems................................................................... 1038

    Service Access Problems................................................................. 1038

    Checking the NIC.............................................................................. 1039

    Checking Cabling.............................................................................. 1041

    Checking Connectivity Devices...................................................... 1041

    Windows-Related LAN Problems................................................... 1042

    Troubleshooting Wireless Networks............................................. 1046

    Troubleshooting Network Printing Problems............................... 1049

    Troubleshooting WAN Problems................................................................. 1052

    Troubleshooting Broadband Problems.......................................... 1053

    Troubleshooting Dial-Up Problems................................................ 1056

    Windows Modem Checks................................................................ 1061

    Troubleshooting Browser Problems............................................... 1063

    Exam Prep Questions....................................................................................... 1065

    Answers and Explanations............................................................................. 1067

    Challenge Solutions......................................................................................... 1069

    Chapter 24: Security....................................................................................................... 1071

    Introduction...................................................................................................... 1074

    Computer Security........................................................................................... 1074

    Access Control.................................................................................. 1075

    PC Hardware Security....................................................................... 1078

    Environmental Security Issues........................................................ 1084

    Software Security.............................................................................. 1084

    Windows Network Security........................................................................... 1087

    Administering Windows Networks................................................ 1088

    Establishing Wireless Security....................................................... 1101

    Malicious Program Security........................................................................... 1108

    Viruses................................................................................................ 1108

    Establishing and Implementing Malicious Software Protection 1112

    Social Engineering............................................................................. 1118

    Phishing.............................................................................................. 1119

    Pharming............................................................................................. 1119

    Session Hijacking.............................................................................. 1120

    Identity Theft..................................................................................... 1120

    Exam Prep Questions....................................................................................... 1122

    Answers and Explanations............................................................................. 1125

    Challenge Solution........................................................................................... 1128

    Chapter 25: Safety and Environmental Issues............................................................ 1129

    Work Area and Safety Issues........................................................................ 1130

    The Work Area.................................................................................. 1131

    Personal Safety.................................................................................. 1132

    Avoiding Laser and Burn Hazards................................................. 1136

    System Protection............................................................................................ 1138

    Power Line Protection....................................................................... 1138

    Electrostatic Discharge..................................................................... 1143

    Hardware Disposal Procedures...................................................................... 1148

    Exam Prep Questions....................................................................................... 1150

    Answers and Explanations............................................................................. 1155

    Challenge Solutions......................................................................................... 1158

    Chapter 26: Professionalism and Communication...................................................... 1159

    Customer Service Skills................................................................................... 1160

    Prepare................................................................................................ 1162

    Establish Rapport.............................................................................. 1163

    Establish Your Presence................................................................... 1163

    Be Proactive....................................................................................... 1164

    Listen and Communicate.................................................................. 1164

    Follow Up........................................................................................... 1169

    Be Responsive................................................................................... 1170

    Be Accountable................................................................................. 1171

    Be Flexible........................................................................................... 1172

    Be Professional.................................................................................. 1172

    Establish Integrity............................................................................. 1173

    Handle Conflicts Appropriately...................................................... 1176

    Telephone Techniques..................................................................... 1177

    Handle Paperwork and Finish Up................................................... 1179

    Maintain an Orderly Work Area..................................................... 1179

    Exam Prep Questions....................................................................................... 1181

    Answers and Explanations............................................................................. 1184

    Challenge Solutions......................................................................................... 1187

    Chapter 27: Advanced PC Component Installations and Upgrades....................... 1189

    Introduction...................................................................................................... 1191

    System Board Compatibility Issues................................................ 1191

    Replacing System Boards............................................................................... 1193

    Removing the External I/O Systems............................................... 1193

    Removing the System Unit’s Cover............................................... 1194

    Removing the Adapter Cards.......................................................... 1195

    Removing the Cables from the System Board............................... 1195

    Removing the System Board........................................................... 1196

    Replacing System Board Field Replaceable Unit Devices......................... 1196

    Installing Microprocessors.............................................................. 1197

    Installing Slot Processors................................................................ 1199

    Configuring Processor Speeds........................................................ 1199

    Fans, Heat Sinks, and Cooling Systems........................................ 1199

    Installing Memory Modules........................................................................... 1202

    Replacing Power Supplies.............................................................................. 1203

    Installing Power Supplies................................................................. 1204

    Power Supply Upgrade Considerations......................................... 1205

    System Upgrading and Optimizing................................................................ 1206

    System Board Upgrading................................................................. 1206

    Exam Prep Questions....................................................................................... 1218

    Answers and Explanations............................................................................. 1221

    Challenge Solutions......................................................................................... 1222

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