Complete A+ Guide

to IT Hardware and
Software
A CompTIA A+ Core 1 (220-1001) &
CompTIA A+ Core 2 (220-1002) Textbook

EIGHTH EDITION

CHERYL A. SCHMIDT
FLORIDA STATE COLLEGE AT JACKSONVILLE
ii Complete A+ Guide to IT Hardware and Software, Eighth Edition

Complete A+ Guide to IT Hardware and Software, Editor-in-Chief

Mark Taub
Eighth Edition
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 Contents at a Glance iii

Contents at a Glance

Introduction ...................................................................................................... xxiv

Features of this Book ...............................................................................xxvi
Chapter 1: Introduction to the World of IT ............................................................1
Chapter 2: Connectivity .......................................................................................33
Chapter 3: On the Motherboard ...........................................................................71
Chapter 4: Introduction to Configuration ........................................................... 115
Chapter 5: Disassembly and Power .................................................................... 161
Chapter 6: Memory ............................................................................................ 211
Chapter 7: Storage Devices ................................................................................251
Chapter 8: Multimedia Devices.......................................................................... 313
Chapter 9: Printers .............................................................................................359
Chapter 10: Mobile Devices ............................................................................... 419
Chapter 11: Computer Design and Troubleshooting Review..............................527
Chapter 12: Internet Connectivity, Virtualization, and Cloud Technologies .....573
Chapter 13: Networking ..................................................................................... 619
Chapter 14: Introduction to Operating Systems .................................................723
Chapter 15: Introduction to Scripting.................................................................769
Chapter 16: Advanced Windows ........................................................................ 831
Chapter 17: macOS and Linux Operating Systems ............................................ 917
Chapter 18: Computer and Network Security ....................................................959
Chapter 19: Operational Procedures ................................................................ 1039
Appendix A: Subnetting Basics .......................................................................1085
Appendix B: Certification Exam Objectives (Online)
Glossary ...........................................................................................................1089
Index................................................................................................................. 1153
iv Complete A+ Guide to IT Hardware and Software, Eighth Edition

Contents
Introduction ........................................................................................................................ xxiv

Features of this Book ................................................................................................................................................................... xxvi

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

Who Needs This Book?.........................................................................................................................................2
Technician Qualities ..............................................................................................................................................2
Breaking into IT with the CompTIA A+ Certification .........................................................................................5
Basic Skills for This Course ..................................................................................................................................6
Types of Computers...............................................................................................................................................9
Basic Computer Hardware ....................................................................................................................................9
Mice and Keyboards ............................................................................................................................................16
Common Peripherals ...........................................................................................................................................18
1s and 0s ..............................................................................................................................................................21
Safety Notes ........................................................................................................................................................25
Chapter Summary ................................................................................................................................................25
Key Terms ............................................................................................................................................................26
Review Questions ................................................................................................................................................27
Exercises ..............................................................................................................................................................29
Exercise 1.1 Identifying Tower Computer Parts ...................................................................................29
Exercise 1.2 Identifying Computer Parts ..............................................................................................30
Activities ..............................................................................................................................................................30
Internet Discovery .................................................................................................................................30
Soft Skills ..............................................................................................................................................31
Critical Thinking Skills .........................................................................................................................31

Chapter 2: Connectivity ...........................................................................................................33

Introduction to Connectivity ...............................................................................................................................34
External Connectivity ..........................................................................................................................................34
Mouse and Keyboard Ports .................................................................................................................................34
Video Ports ..........................................................................................................................................................35
Audio Ports ..........................................................................................................................................................50
eSATA Ports ........................................................................................................................................................51
Network Ports ......................................................................................................................................................51
Modem and Serial Ports ......................................................................................................................................52
Network Cabling .................................................................................................................................................54
Integrated Motherboard Ports ..............................................................................................................................57
Getting to Know Ports .........................................................................................................................................58
Wireless Connectivity for Input Devices ............................................................................................................59
Chapter Summary ................................................................................................................................................61
Key Terms ............................................................................................................................................................62
Review Questions ................................................................................................................................................64
Exercises ..............................................................................................................................................................65
Exercise 2.1 Identifying Computer Ports..............................................................................................65
Exercise 2.2 Identifying More Computer Ports ................................................................................66
Exercise 2.3 Identifying Display Ports .............................................................................................66
Exercise 2.4 Identifying Cables ............................................................................................................67
 Contents v

Activities ..............................................................................................................................................................67
Internet Discovery .................................................................................................................................67
Soft Skills ..............................................................................................................................................68
Critical Thinking Skills .........................................................................................................................69

Chapter 3: On the Motherboard ................................................................................................71

Introduction to the Motherboard .........................................................................................................................72
Processor Overview .............................................................................................................................................72
Processor Basics ..................................................................................................................................................73
Speeding Up Processor Operations Overview ....................................................................................................76
Cache ...................................................................................................................................................................77
Clocking ..............................................................................................................................................................78
Threading Technology .........................................................................................................................................79
Connecting to the Processor ................................................................................................................................79
Multicore Processors ...........................................................................................................................................80
Graphics Processing Unit (GPU) ........................................................................................................................82
Introduction to Virtualization ..............................................................................................................................82
Intel Processors....................................................................................................................................................83
AMD Processors..................................................................................................................................................84
CPU Sockets ........................................................................................................................................................85
Processor Cooling................................................................................................................................................86
Installing a Processor...........................................................................................................................................88
Upgrading Processors ..........................................................................................................................................90
Overclocking Processors .....................................................................................................................................90
Installing CPU Thermal Solutions ......................................................................................................................91
Troubleshooting Processor Issues .......................................................................................................................92
Expansion Slots ...................................................................................................................................................93
PCI (Peripheral Component Interconnect) ..........................................................................................................94
AGP (Accelerated Graphics Port) .......................................................................................................................95
PCIe (Peripheral Component Interconnect Express) ..........................................................................................96
Chipsets .............................................................................................................................................................100
Types of Motherboards ......................................................................................................................................101
Upgrading and Replacing Motherboards ..........................................................................................................102
Motherboard Troubleshooting ...........................................................................................................................103
Chapter Summary ..............................................................................................................................................106
Key Terms ..........................................................................................................................................................108
Review Questions ..............................................................................................................................................109
Exercises ............................................................................................................................................................111
Exercise 3.1 Identifying ATX Motherboard Parts ..............................................................................111
Exercise 3.2 Motherboard Analysis ....................................................................................................112
Activities ............................................................................................................................................................113
Internet Discovery ...............................................................................................................................113
Soft Skills ............................................................................................................................................114
Critical Thinking Skills .......................................................................................................................114

Chapter 4: Introduction to Configuration.................................................................................. 115

Configuration Overview ....................................................................................................................................116
BIOS Overview .................................................................................................................................................116
The Setup Program ............................................................................................................................................117
Flash BIOS ........................................................................................................................................................118
vi Complete A+ Guide to IT Hardware and Software, Eighth Edition

BIOS/UEFI Configuration Settings...................................................................................................................119

CMOS Memory .................................................................................................................................................123
Motherboard Battery .........................................................................................................................................123
Firmware Updates: Flashing the BIOS/UEFI ...................................................................................................124
Clearing CMOS .................................................................................................................................................125
Other Configuration Parameters ........................................................................................................................126
Hardware Configuration Overview ...................................................................................................................132
Installing a USB Device ....................................................................................................................................134
Installing an eSATA Card ..................................................................................................................................138
Installing a Network Interface Card ..................................................................................................................139
Video Overview .................................................................................................................................................140
Video Cards .......................................................................................................................................................140
Troubleshooting Configurations ........................................................................................................................148
Chapter Summary ..............................................................................................................................................151
Key Terms ..........................................................................................................................................................152
Review Questions ..............................................................................................................................................153
Exercises ............................................................................................................................................................155
Exercise 4.1 System Expansion ..........................................................................................................155
Exercise 4.2 BIOS/UEFI Options .......................................................................................................157
Activities ............................................................................................................................................................159
Internet Discovery ...............................................................................................................................159
Soft Skills ............................................................................................................................................159
Critical Thinking Skills .......................................................................................................................160
Chapter 5: Disassembly and Power .......................................................................................... 161
Disassembly Overview ......................................................................................................................................162
Electrostatic Discharge (ESD)...........................................................................................................................162
Electromagnetic Interference (EMI) .................................................................................................................165
Tools ..................................................................................................................................................................165
Disassembly .......................................................................................................................................................167
Reassembly ........................................................................................................................................................176
Preventive Maintenance.....................................................................................................................................177
Basic Electronics Overview ..............................................................................................................................180
Power Supply Overview ....................................................................................................................................184
Replacing or Upgrading a Power Supply ..........................................................................................................193
Power Protection ...............................................................................................................................................197
Symptoms of Power Supply Problems ..............................................................................................................197
Chapter Summary ..............................................................................................................................................202
Key Terms ..........................................................................................................................................................204
Review Questions ..............................................................................................................................................205
Exercises ............................................................................................................................................................208
Exercise 5.1 Identifying Power Supply Connectors ...........................................................................208
Exercise 5.2 Recognizing Computer Replacement Parts ...................................................................208
Exercise 5.3 Describing Computer Parts ............................................................................................209
Activities ............................................................................................................................................................209
Internet Discovery ...............................................................................................................................209
Soft Skills ............................................................................................................................................210
Critical Thinking Skills .......................................................................................................................210
 Contents vii

Chapter 6: Memory ............................................................................................................... 211

Memory Overview.............................................................................................................................................212
Memory Physical Packaging .............................................................................................................................213
Planning a Memory Installation ........................................................................................................................214
Installing Memory Overview ............................................................................................................................226
Adding More Cache/RAM ................................................................................................................................228
Windows Disk Caching .....................................................................................................................................229
Monitoring Memory Usage in Windows ...........................................................................................................231
Older Applications in Windows ........................................................................................................................233
Troubleshooting Memory Problems ..................................................................................................................234
Flash Memory....................................................................................................................................................235
Chapter Summary ..............................................................................................................................................238
Key Terms ..........................................................................................................................................................239
Review Questions ..............................................................................................................................................240
Exercises ............................................................................................................................................................242
Exercise 6.1 Configuring Memory on Paper ......................................................................................242
Exercise 6.2 Configuring Memory on Paper ......................................................................................244
Exercise 6.3 Configuring Memory on Paper ......................................................................................246
Exercise 6.4 Configuring Memory on Paper ......................................................................................247
Activities ............................................................................................................................................................249
Internet Discovery ...............................................................................................................................249
Soft Skills ............................................................................................................................................249
Critical Thinking Skills .......................................................................................................................250
Chapter 7: Storage Devices ..................................................................................................... 251
Storage Devices Overview ................................................................................................................................252
Hard Drive Overview ........................................................................................................................................253
Solid State Drive (SSD) Overview ....................................................................................................................256
Hard Drive Interfaces Overview........................................................................................................................258
M.2 and NVMe..................................................................................................................................................260
PATA, SATA, and SAS Connectivity ................................................................................................................261
Storage Device Configuration Overview ..........................................................................................................265
System BIOS/UEFI Configuration for Hard Drives .........................................................................................271
Hard Drive Preparation Overview .....................................................................................................................272
Windows Disk Management .............................................................................................................................280
Fault Tolerance ..................................................................................................................................................282
Removable Drive Storage ..................................................................................................................................285
Windows Storage Spaces...................................................................................................................................286
Disk Caching/Virtual Memory ..........................................................................................................................287
Troubleshooting Storage Devices Overview .....................................................................................................290
Troubleshooting New Storage Device Installation............................................................................................293
Troubleshooting Previously Installed Storage Devices.....................................................................................294
RAID Issues ......................................................................................................................................................298
SSD Issues .........................................................................................................................................................299
Chapter Summary ..............................................................................................................................................301
Key Terms ..........................................................................................................................................................303
Review Questions ..............................................................................................................................................305
Exercises ............................................................................................................................................................307
Exercise 7.1 Configuring a PATA IDE Hard Drive on Paper .............................................................307
Exercise 7.2 Configuring a SATA Hard Drive on Paper ....................................................................308
viii Complete A+ Guide to IT Hardware and Software, Eighth Edition

Activities ............................................................................................................................................................310
Internet Discovery ...............................................................................................................................310
Soft Skills ............................................................................................................................................311
Critical Thinking Skills .......................................................................................................................311

Chapter 8: Multimedia Devices ............................................................................................... 313

Multimedia Devices Overview ..........................................................................................................................314
Optical Drive Overview.....................................................................................................................................314
Optical Drive Installation ..................................................................................................................................319
Troubleshooting Optical Drive Issues ...............................................................................................................321
Introduction to Audio ........................................................................................................................................324
Installing Sound Cards ......................................................................................................................................328
Sound Cards Using Windows ............................................................................................................................328
Speakers .............................................................................................................................................................330
Troubleshooting Sound Problems ....................................................................................................................333
Scanners .............................................................................................................................................................335
KVMs ................................................................................................................................................................339
Projectors ...........................................................................................................................................................340
Video Recording ................................................................................................................................................342
Installing and Configuring Other Peripheral Devices .......................................................................................345
Chapter Summary ..............................................................................................................................................351
Key Terms ..........................................................................................................................................................352
Review Questions ..............................................................................................................................................353
Exercises ............................................................................................................................................................355
Exercise 8.1 Multimedia Device Research .........................................................................................355
Exercise 8.2 Which one will you buy? ...............................................................................................356
Activities ............................................................................................................................................................357
Internet Discovery ...............................................................................................................................357
Soft Skills ............................................................................................................................................357
Critical Thinking Skills .......................................................................................................................358

Chapter 9: Printers ................................................................................................................ 359

Printers Overview ..............................................................................................................................................360
Printer Ports .......................................................................................................................................................360
Categories of Printers ........................................................................................................................................361
Impact Printers ..................................................................................................................................................361
Inkjet Printers ....................................................................................................................................................363
Laser Printers .....................................................................................................................................................366
Thermal Printers ................................................................................................................................................371
3D Printers .........................................................................................................................................................372
Paper ..................................................................................................................................................................375
Virtual Printing ..................................................................................................................................................377
Refilling Cartridges, Re-inking Ribbons, and Recycling Cartridges ................................................................379
Upgrading Printers ............................................................................................................................................380
Printer Maintenance ..........................................................................................................................................380
USB Printer Installation ....................................................................................................................................386
Installing a Local Printer ...................................................................................................................................388
Printers in the Windows Environment...............................................................................................................388
Printers in the macOS Environment ..................................................................................................................393
 Contents ix

Printing Device Sharing ....................................................................................................................................395

Cloud Printing ...................................................................................................................................................399
General Printer Troubleshooting .......................................................................................................................402
USB-Attached Printer Troubleshooting ............................................................................................................405
Windows Printer Troubleshooting .....................................................................................................................405
Impact Printer Troubleshooting .........................................................................................................................407
Inkjet Printer Troubleshooting ..........................................................................................................................408
Laser Printer Troubleshooting ...........................................................................................................................408
Chapter Summary ..............................................................................................................................................411
Key Terms ..........................................................................................................................................................412
Review Questions ..............................................................................................................................................413
Exercises ............................................................................................................................................................415
Exercise 9.1 Research a Local Printer ................................................................................................415
Exercise 9.2 Printer Driver Research ..................................................................................................416
Activities ............................................................................................................................................................416
Internet Discovery ...............................................................................................................................416
Soft Skills ............................................................................................................................................417
Critical Thinking Skills .......................................................................................................................417

Chapter 10: Mobile Devices .................................................................................................... 419

Mobile Device Overview...................................................................................................................................420
Using Mobile Devices .......................................................................................................................................431
Cell Phones ........................................................................................................................................................435
Mobile Apps ......................................................................................................................................................439
Mobile Device Wired Connectivity ...................................................................................................................443
Mobile Device Wireless Connectivity ...............................................................................................................444
Mobile Device Email Configuration .................................................................................................................453
Mobile Device Synchronization and Backup ....................................................................................................455
Other Mobile Software Tools ............................................................................................................................463
Laptops Overview..............................................................................................................................................466
Laptop Hardware ...............................................................................................................................................466
Laptop Power.....................................................................................................................................................471
Laptop Repairs Overview ..................................................................................................................................475
Laptop Display ..................................................................................................................................................491
Mobile Device Security .....................................................................................................................................499
Mobile Device Travel and Storage ....................................................................................................................504
Mobile Device Troubleshooting Overview .......................................................................................................504
Chapter Summary ..............................................................................................................................................517
Key Terms ..........................................................................................................................................................519
Review Questions ..............................................................................................................................................521
Exercises ............................................................................................................................................................523
Exercise 10.1 Identifying Laptop Parts ............................................................................................523
Exercise 10.2 Common Laptop Keys .................................................................................................523
Exercise 10.3 Cell Phone Parts ........................................................................................................524
Activities ............................................................................................................................................................525
Internet Discovery ...............................................................................................................................525
Soft Skills ............................................................................................................................................526
Critical Thinking Skills .......................................................................................................................526
x Complete A+ Guide to IT Hardware and Software, Eighth Edition

Chapter 11: Computer Design and Troubleshooting Review ........................................................ 527

Design Overview ...............................................................................................................................................528
Computer System Design ..................................................................................................................................528
Motherboard and Associated Component Design .............................................................................................536
Power Supply and Case Design ........................................................................................................................537
Storage Subsystem Design ................................................................................................................................539
Audio Subsystem Design ..................................................................................................................................540
Display Subsystem Design ................................................................................................................................541
Troubleshooting Overview ................................................................................................................................542
Step 1. Identify the Problem..............................................................................................................................543
Step 2. Establish a Theory of Probable Cause (Question the Obvious) ...........................................................544
Step 3. Test the Theory to Determine the Cause ...............................................................................................551
Step 4. Establish a Plan of Action to Resolve the Problem and Implement the Solution ................................554
Step 5. Verify Full System Functionality and, if Applicable, Implement Preventive Measures.......................554
Step 6. Document Findings, Actions, and Outcomes........................................................................................554
Sample Troubleshooting Flowcharts .................................................................................................................555
Chapter Summary ..............................................................................................................................................560
Key Terms ..........................................................................................................................................................563
Review Questions ..............................................................................................................................................564
Exercises ............................................................................................................................................................565
Exercise 11.1 Computer System Design.............................................................................................565
Exercise 11.2 Design Components .....................................................................................................567
Exercise 11.3 Subsystem Design Components ...................................................................................568
Exercise 11.4 Determine the Troubleshooting Theory Step ...............................................................569
Activities ............................................................................................................................................................570
Internet Discovery ...............................................................................................................................570
Soft Skills ............................................................................................................................................571
Critical Thinking Skills .......................................................................................................................571

Chapter 12: Internet Connectivity, Virtualization, and Cloud Technologies .................................... 573
Internet Connectivity Overview ........................................................................................................................574
Dial-up Overview ..............................................................................................................................................574
Serial Communication Overview ......................................................................................................................575
Configuring Traditional Serial Devices .............................................................................................................576
56 kbps Modems ...............................................................................................................................................577
Digital Modems and ISDN................................................................................................................................579
VoIP ...................................................................................................................................................................579
Cable Modems ...................................................................................................................................................581
xDSL Modems ..................................................................................................................................................584
Satellite Modems ...............................................................................................................................................586
Modem Preventive Maintenance .......................................................................................................................587
Mobile Connectivity Overview .........................................................................................................................587
Virtualization Basics..........................................................................................................................................589
Cloud Computing ..............................................................................................................................................593
Web Browsers ....................................................................................................................................................597
Basic Web Browser Issues.................................................................................................................................608
Chapter Summary ..............................................................................................................................................611
Key Terms ..........................................................................................................................................................613
Review Questions ..............................................................................................................................................614
 Contents xi

Exercises ............................................................................................................................................................615
Exercise 12.1 Exploring Internet Connectivity Options .....................................................................615
Exercise 12.2 Exploring the Internet Options Window....................................................................616
Activities ............................................................................................................................................................617
Internet Discovery ...............................................................................................................................617
Soft Skills ............................................................................................................................................617
Critical Thinking Skills .......................................................................................................................618

Chapter 13: Networking ......................................................................................................... 619

Networking Overview .......................................................................................................................................620
Attaching to Different Types of Networks ........................................................................................................620
Network Topologies ..........................................................................................................................................625
Network Media Overview .................................................................................................................................627
Copper Media ....................................................................................................................................................627
Protecting Your Network and Cable Investment ...............................................................................................636
Ethernet Concepts..............................................................................................................................................640
Ethernet over Power ..........................................................................................................................................641
The OSI Model ..................................................................................................................................................642
The TCP/IP Model ............................................................................................................................................644
Network Addressing ..........................................................................................................................................646
More IPv4 Addressing .......................................................................................................................................647
Wireless Networks Overview ............................................................................................................................650
Wireless Network Standards .............................................................................................................................651
Bluetooth ...........................................................................................................................................................651
Wireless Network Components .........................................................................................................................652
Wireless Network Design ..................................................................................................................................654
Antenna Basics ..................................................................................................................................................660
End-User Device Configuration Overview .......................................................................................................664
Adding a Computer to a Windows Domain ......................................................................................................665
Configuring an End-User Device: Addressing ..................................................................................................665
Wireless NIC–Specific Settings ........................................................................................................................670
Advanced NIC Properties ..................................................................................................................................671
NIC Configuration When Using Virtualization .................................................................................................672
Thin or Thick Client Installation Overview ......................................................................................................673
Wireless AP/Router Basic Configuration ..........................................................................................................675
WWAN Cellular Configuration .........................................................................................................................677
IoT and Smart Devices ......................................................................................................................................677
Network Troubleshooting ..................................................................................................................................684
Troubleshooting Cable and DSL Modems ........................................................................................................691
Network Printers................................................................................................................................................691
Network Printer Troubleshooting ......................................................................................................................692
Network Servers ................................................................................................................................................692
Embedded and Legacy Systems ........................................................................................................................694
Network Terminology........................................................................................................................................694
The TCP/IP Model in Action ............................................................................................................................695
Using the Network and Sharing Center Section of the Control Panel..............................................................698
Introduction to Shared Folders ..........................................................................................................................702
Network Connectivity........................................................................................................................................706
Chapter Summary ..............................................................................................................................................707
Key Terms ..........................................................................................................................................................709
xii Complete A+ Guide to IT Hardware and Software, Eighth Edition

Review Questions ..............................................................................................................................................711

Exercises ............................................................................................................................................................714
Exercise 13.1 Understanding Wireless AP Paper Configuration ........................................................714
Exercise 13.2 Understanding T568B Color Sequence .......................................................................714
Exercise 13.3 Recognizing Network Devices .....................................................................................715
Exercise 13.4 Identifying Basic Wireless Network Parts ...................................................................716
Exercise 13.5 Wireless Network Case Study ......................................................................................716
Exercise 13.6 Practicing with Network Numbers and Broadcast Addresses .....................................717
Exercise 13.7 Practicing with CIDR Notation....................................................................................718
Exercise 13.8 Determining the Default Gateway ...............................................................................718
Activities ............................................................................................................................................................720
Internet Discovery ...............................................................................................................................720
Soft Skills ............................................................................................................................................721
Critical Thinking Skills .......................................................................................................................721
Chapter 14: Introduction to Operating Systems ......................................................................... 723
Operating Systems Overview ............................................................................................................................724
User Interaction with Operating Systems .........................................................................................................724
Overview of Popular Operating Systems ..........................................................................................................726
32-bit vs. 64-bit Operating Systems ..................................................................................................................727
Windows 7/8/8.1/10 Versions ............................................................................................................................728
Workstation Operating Systems ........................................................................................................................729
Operating Systems for Mobile Devices ............................................................................................................729
End-of-Life Concerns ........................................................................................................................................730
Update Concerns ...............................................................................................................................................730
Compatibility Concerns .....................................................................................................................................731
Corporate Operating System Needs ..................................................................................................................731
Basic Windows Usage Overview ......................................................................................................................733
Shortcuts and Tiles ............................................................................................................................................736
Windows 7 Desktop Components .....................................................................................................................737
Windows Desktop/Start Screen Components ....................................................................................................740
Windows 10 Desktop Components ...................................................................................................................741
Interactions Within a Window ...........................................................................................................................743
Managing Windows Files and Folders ..............................................................................................................745
Searches and Indexing .......................................................................................................................................751
Attributes, Compression, and Encryption .........................................................................................................752
Introduction to Windows Control Panel Utilities ..............................................................................................754
Determining the Windows Version ....................................................................................................................757
Windows Registry .............................................................................................................................................758
Editing the Windows Registry ...........................................................................................................................759
Backing Up Data ...............................................................................................................................................760
Recovering the Windows OS.............................................................................................................................760
WinRE ...............................................................................................................................................................761
Chapter Summary ..............................................................................................................................................762
Key Terms ..........................................................................................................................................................763
Review Questions ..............................................................................................................................................764
Exercises ............................................................................................................................................................765
Exercise 14.1 .......................................................................................................................................765
Exercise 14.2 .......................................................................................................................................766
Exercise 14.3 .......................................................................................................................................766
 Contents xiii

Activities ............................................................................................................................................................767
Internet Discovery ...............................................................................................................................767
Soft Skills ............................................................................................................................................767
Critical Thinking Skills .......................................................................................................................768

Chapter 15: Introduction to Scripting ....................................................................................... 769

Scripting Overview ............................................................................................................................................770
Command Prompt Overview .............................................................................................................................771
Command Prompt Basics ..................................................................................................................................771
Moving Around from a Command Prompt .......................................................................................................773
The md and rd Commands ...............................................................................................................................777
Two Useful Commands: del and type ..........................................................................................................778
Copying Files.....................................................................................................................................................778
The attrib Command....................................................................................................................................779
Why Learn Commands? ....................................................................................................................................780
PowerShell .........................................................................................................................................................780
Other Commands You Should Look Over.........................................................................................................781
Command Format ..............................................................................................................................................781
Introduction to Scripting ...................................................................................................................................803
Script File Types ................................................................................................................................................804
Environment Variables.......................................................................................................................................805
Script Syntax .....................................................................................................................................................807
Introduction to Script Programming .................................................................................................................807
Variables ............................................................................................................................................................808
Data Types .........................................................................................................................................................810
Examples of Using Variables ............................................................................................................................810
Comments ..........................................................................................................................................................812
Basic Script Constructs .....................................................................................................................................813
Decisions: The Selection Structure ...................................................................................................................813
Compound Conditions and Logical Operators..................................................................................................817
Loops: The Repetition Structure .......................................................................................................................817
A Brief Look at VBScript and PowerShell .......................................................................................................820
Chapter Summary ..............................................................................................................................................823
Key Terms ..........................................................................................................................................................824
Review Questions ..............................................................................................................................................826
Exercises ............................................................................................................................................................827
Exercise 15.1 .......................................................................................................................................827
Exercise 15.2 .......................................................................................................................................828
Activities ............................................................................................................................................................828
Internet Discovery ...............................................................................................................................828
Soft Skills ............................................................................................................................................829
Critical Thinking Skills .......................................................................................................................829

Chapter 16: Advanced Windows .............................................................................................. 831

Advanced Windows Overview ..........................................................................................................................832
Preinstallation of Windows................................................................................................................................832
Installation/Upgrade of Windows ......................................................................................................................841
Corporate Windows Deployment ......................................................................................................................842
Verifying the Installation ...................................................................................................................................843
Troubleshooting a Windows Installation ...........................................................................................................843
xiv Complete A+ Guide to IT Hardware and Software, Eighth Edition

Reloading Windows...........................................................................................................................................845
Windows Updates ..............................................................................................................................................846
Backing Up the Windows Registry and Data....................................................................................................848
Configuring Windows Overview .......................................................................................................................850
Configuring Windows........................................................................................................................................851
Adding Devices .................................................................................................................................................852
Installing/Removing Software ...........................................................................................................................857
Computer Management Console .......................................................................................................................861
System Tools......................................................................................................................................................862
User Account Management ...............................................................................................................................866
Managing Storage..............................................................................................................................................874
Managing Services and Applications ................................................................................................................877
Data Sources (ODBC) .......................................................................................................................................878
Print Management Console ...............................................................................................................................879
Overview of the Windows Boot Process ...........................................................................................................880
Speeding Up the Windows Boot Process ..........................................................................................................881
Troubleshooting the Windows Boot Process.....................................................................................................882
Black Screen/Video Issues ................................................................................................................................884
Recovery Console ..............................................................................................................................................884
Advanced Boot Options/Startup Settings Menu ...............................................................................................887
System Configuration Utility ............................................................................................................................889
Task Manager ....................................................................................................................................................892
Troubleshooting a Service That Does Not Start ...............................................................................................895
Slow Boot ..........................................................................................................................................................896
Troubleshooting Windows Network Settings ....................................................................................................897
Windows Reboots ..............................................................................................................................................898
Shutdown Problems ...........................................................................................................................................898
Power Options ...................................................................................................................................................899
Monitoring System Performance.......................................................................................................................900
Supporting Windows Computers Remotely ......................................................................................................905
Preventive Maintenance for Your Operating System ........................................................................................906
Chapter Summary ..............................................................................................................................................908
Key Terms ..........................................................................................................................................................909
Review Questions ..............................................................................................................................................911
Exercises ............................................................................................................................................................912
Exercise 16.1 Windows Tools .............................................................................................................912
Exercise 16.2 Task Manager Tabs.......................................................................................................913
Exercise 16.3 System Configuration Tabs ..........................................................................................914
Activities ............................................................................................................................................................914
Internet Discovery ...............................................................................................................................914
Soft Skills ............................................................................................................................................915

Chapter 17: macOS and Linux Operating Systems ...................................................................... 917

Introduction to macOS ......................................................................................................................................918
Navigating the User Interface............................................................................................................................919
Basic System Usage, Updates, and Backups ....................................................................................................922
Management and Troubleshooting Tools ..........................................................................................................927
Utilities ..............................................................................................................................................................929
Introduction to Linux ........................................................................................................................................938
 Contents xv

Navigating the User Interface............................................................................................................................940

Basic System Usage, Updates, and Backups ....................................................................................................941
Command-Line Interface...................................................................................................................................944
macOS and Linux Best Practices ......................................................................................................................952
Chapter Summary ..............................................................................................................................................953
Key Terms ..........................................................................................................................................................954
Review Questions ..............................................................................................................................................955
Exercises ............................................................................................................................................................956
Exercise 17.1 .......................................................................................................................................956
Exercise 17.2 .......................................................................................................................................956
Activities ............................................................................................................................................................956
Internet Discovery ...............................................................................................................................956
Soft Skills ............................................................................................................................................957
Critical Thinking Skills .......................................................................................................................958

Chapter 18: Computer and Network Security ............................................................................ 959

Security Overview .............................................................................................................................................960
Security Policy...................................................................................................................................................960
Physical Security ...............................................................................................................................................961
Logical Security ................................................................................................................................................968
End-User Education ..........................................................................................................................................972
Protecting Access to Local and Network Resources.........................................................................................981
Permissions ........................................................................................................................................................988
Folder Options ...................................................................................................................................................997
Protecting the Operating System and Data .......................................................................................................997
Internet Security ..............................................................................................................................................1003
Parental Controls .............................................................................................................................................1013
NAT/PAT..........................................................................................................................................................1014
VPN Configuration ..........................................................................................................................................1014
Remote Access to Network Devices ...............................................................................................................1015
Internet Appliances ..........................................................................................................................................1016
Wireless Network Security Overview .............................................................................................................1017
Security Incident Reporting.............................................................................................................................1025
A Final Word About Security ..........................................................................................................................1027
Chapter Summary ............................................................................................................................................1029
Key Terms ........................................................................................................................................................1030
Review Questions ............................................................................................................................................1032
Exercises ..........................................................................................................................................................1034
Exercise 18.1 .....................................................................................................................................1034
Exercise 18.2 .....................................................................................................................................1035
Exercise 18.3 .....................................................................................................................................1035
Activities ..........................................................................................................................................................1036
Internet Discovery .............................................................................................................................1036
Soft Skills ..........................................................................................................................................1037
Critical Thinking Skills .....................................................................................................................1037

Chapter 19: Operational Procedures .......................................................................................1039

Operational Procedures Overview ...................................................................................................................1040
Adverse Power Conditions ..............................................................................................................................1050
Surge Protectors...............................................................................................................................................1051
xvi Complete A+ Guide to IT Hardware and Software, Eighth Edition

Line Conditioners ............................................................................................................................................1053

Battery Backup ................................................................................................................................................1054
IT Documentation............................................................................................................................................1060
Change Management .......................................................................................................................................1064
Chapter Summary ............................................................................................................................................1077
Key Terms ........................................................................................................................................................1079
Review Questions ............................................................................................................................................1080
Exercises ..........................................................................................................................................................1082
Exercise 19.1 Determining a Power Solution ...................................................................................1082
Exercise 19.2 Determining the Type of Documentation Needed .....................................................1082
Activities ..........................................................................................................................................................1083
Internet Discovery .............................................................................................................................1083
Soft Skills ..........................................................................................................................................1083
Critical Thinking Skills .....................................................................................................................1084

Appendix A: Subnetting Basics ...............................................................................................1085

Exercises ..........................................................................................................................................................1088
Exercise A.1 Subnet Practice Exercise .............................................................................................1088

Appendix B: Certification Exam Objectives (Online)

Glossary ..............................................................................................................................1089

Index ..................................................................................................................................1153
 About the Author xvii

About the Author

Cheryl Schmidt is a professor of Network Engineering Technology at Florida State College at Jacksonville. Prior to
joining the faculty ranks, she oversaw the LAN and PC support for the college and other organizations. She started her
career as an electronics technician in the U.S. Navy. She teaches computer repair and various networking topics, in-
cluding CCNA, network management, and network design. She has published other works with Pearson, including IP
Telephony Using CallManager Express and Routing and Switching in the Enterprise Lab Guide.
Cheryl has won awards for teaching and technology, including Outstanding Faculty of the Year, Innovative Teacher
of the Year, Cisco Networking Academy Instructor Excellence Award, and Cisco Networking Academy Stand Out In-
structor. She has presented at U.S. and international conferences. Cheryl keeps busy maintaining her technical certifi-
cations and teaching but also loves to travel, hike, do all types of puzzles, and read.
xviii Complete A+ Guide to IT Hardware and Software, Eighth Edition

Dedication
A Note to Instructors:
I was a teacher long before I had the title professor. Sharing what I know has always been as natural as walking to me,
but sitting still to write what I know is not as natural, so composing this text has always been one of my greatest chal-
lenges. Thank you so much for choosing this text. I thank you for sharing your knowledge and experience with your
students. Your dedication to education is what makes the student experience so valuable.
A Note to Students:
Writing a textbook is really different from teaching class. I have said for years that my students are like my children,
except that I don’t have to pay to send them through college. I am happy to claim any of you who have this text. I
wish that I could be in each classroom with you as you start your IT career. How exciting!
Another thing that I tell my students is that I am not an expert. IT support is an ever-changing field and I have been in
it since PCs started being used. You have to be excited about the never-ending changes to be good in this field. You can
never stop learning or you will not be very good any more. I offer one important piece of advice:

Consistent, high-quality service boils down to two equally important things: caring and competence.
—Chip R. Bell and Ron Zemke
I dedicate this book to you. I can help you with the competence piece, but you are going to have to work on the caring
part. Do not ever forget that there are people behind those machines that you love to repair. Taking care of people is as
important as taking care of the computers.

Acknowledgments
I am so thankful for the support of my family during the production of this book. My husband, Karl, daughters, Raina
and Karalina, and son-in-law, Marc, were such a source of inspiration and encouragement. My grandsons, Gavin,
Riley, Logan, and Liam, and my granddaughter, Brie, are a constant source of wonderment for me. They were a shin-
ing light at the end of some very long days. Thanks to my mother, Barbara Cansler, who taught me to love words
and my brother Jeff Cansler for just listening. Thanks to my walking buddy, Kellie, for the miles of letting me work
through knotty sections. Thanks to my colleagues, adjuncts, and students at my college who offered numerous valu-
able suggestions for improvement and testing the new material. Thanks to my colleagues Pamela Brauda and David
Singletary for just letting me rant. Finally, I want to thank my personal technical team, Justin Ache, Raina Durrence,
Marc Durrence, and Jeff Burns.
Many thanks are also due the folks at Pearson. The professionalism and support given during this edition was stel-
lar. Thank you so much, Pearson team, especially Eleanor Bru, Mary Beth Ray, Kitty Wilson, Mandie Frank, and my
favorite technical reviewer/hatchet man, Chris Crayton. A special thanks to Mary Beth Ray, my executive editor and
juggler extraordinaire. I hope all of you can see the results of your contributions. I thank the whole team so much for
your conscientious efforts.
Finally, thank you to the students who have taken the time to share their recommendations for improvement. You are
the reason I write this book each time. Please send me any ideas and comments you may have. I love hearing from you
and of your successes. I may be reached at [email protected].
 Credits xix

Credits
Figure Number Attribution/Credit Line Figure Number Attribution/Credit Line
Figure 1-1 Cheryl Schmidt Figure 2-45 Gudellaphoto/Fotolia
Figure 1-5A Apple Logo, Apple Inc. Figure 2-47 Raina Durrence
Figure 1-5B Windows Logo, Microsoft Corporation Figure 2-49 Unkas Photo/Fotolia
Figure 1-5C Linux Logo, Linux Inc. Figure 2-50 Gareth Boden/Pearson Education Ltd
Figure 1-5D Courtesy of Android Inc. Figure 2-51a Raina Durrence
Figure 1-7 MaverickLEE/Shutterstock Figure 2-51b Raina Durrence
Figure 1-10 NAN728/Shutterstock Figure 2-52a MRS. NUCH SRIBUANOY/Shutterstock
Figure 1-13 Unkas Photo/Fotolia Figure 2-52b Cheryl Schmidt
Figure 1-14 Bondarau/Fotolia Figure 2-52c Ericlefrancais/Shutterstock
Figure 1-15 Norikko/Fotolia Figure 2-52d Nata-Lia/Shutterstock
Figure 1-16 Alexlmx/Fotolia Figure 2-52e Ericlefrancais/Shutterstock
Figure 1-17 Scanrail/Fotolia Figure 2-52f Tuomas Lehtinen/Shutterstock
Figure 1-18 Bondarau/Fotolia Figure 2-52g 1125089601/Shutterstock
Figure 1-20 Raina Durrence Figure 2-52i Coleman Yuen/Pearson Education Asia Ltd
Figure 1-21 Petr Malyshev/Fotolia Figure 2-52j Gudellaphoto/Fotolia
Figure 1-24a Florin oprea/Shutterstock Figure 3-1 Aleksei Lazukov/Fotolia
Figure 1-24b Andrey_Popov/Shutterstock Figure 3-2 Oleksandr Delyk/Fotolia
Figure 1-25 Mark Nazh/Shutterstock Figure 3-16 Denis Dryashkin/Fotolia
Figure 1-26 ESB Professional/Shutterstock Figure 3-17 Auran/Fotolia
Figure 1-27 Tatjana Brila/Shutterstock Figure 3-18 Graham Kidd Zenith/Fotolia
Figure 1-36a Vadymg/Fotolia Figure 3-20 Timur Anikin/Fotolia
Figure 1-36b Unkas Photo/Fotolia Figure 3-21 Markd800/Fotolia
Figure 1-36c zelimirzarkovic/Fotolia Figure 3-22 Denis Dryashkin/Fotolia
Figure 2-1 Raina Durrence Figure 3-23 Markd800/Fotolia
Figure 2-2a & c Robootb/Fotolia Figure 3-26 Unkas Photo /Fotolia
Figure 2-2b Raina Durrence Figure 3-19 Raina Durrence
Figure 2-4 Cheryl Schmidt Figure 3-28 Raina Durrence
Figure 2-5 Ctpaep/Fotolia Figure 3-29 Y. L. Photographies/Fotolia
Figure 2-7 Ericlefrancais/Shutterstock Figure 3-30 Zadorozhnyi Viktor/Shutterstock
Figure 2-8 Gudellaphoto/Fotolia Figure 3-35 BonD80/Shutterstock
Figure 2-9 Ruslan Kudrin/Fotolia Figure 3-36 Algre/Fotolia
Figure 2-10 Raina Durrence Figure 3-38 ASUS Workstation motherboard
Figure 2-13a Alexey Rotanov/Fotolia Figure 3-39 Wavebreakmedia/Shutterstock
Figure 2-13b Yurdakul/Fotolia Figure 4-1 Maxhalanski/Fotolia
Figure 2-14 Raina Durrence Figure 4-6 Bondarau/Fotolia
Figure 2-15 Raina Durrence Figure 4-8 Raina Durrence
Figure 2-16b Cheryl Schmidt Figure 4-15 Raina Durrence
Figure 2-18 Raina Durrence Figure 4-17 Cheryl Schmidt
Figure 2-19 George Nichols Figure 4-19 Cheryl Schmidt
Figure 2-21a Raina Durrence Figure 4-20 Cheryl Schmidt
Figure 2-21b Raina Durrence Figure 4-21 Cheryl Schmidt
Figure 2-22 Tuomas Lehtinen/Shutterstock Figure 4-23 Vetkit/Fotolia
Figure 2-52h Mikhail hoboton Popov/Shutterstock Figure 4-24 Slyudmila/Fotolia
Figure 2-23 Shawn Hempel/Fotolia Figure 4-26 Raina Durrence
Figure 2-26 Raina Durrence Figure 4-27 Jiaking1/Fotolia
Figure 2-27 Raina Durrence Figure 4-28 Jan Mika/Shutterstock
Figure 2-28 Raina Durrence Figure 4-29 Stokkete/Fotolia
Figure 2-30 Raina Durrence Figure 4-31 Intel Corporation
Figure 2-31 Raina Durrence Figure 5-1 Yauhenka/Fotolia
Figure 2-34 Callum Bennetts/Fotolia Figure 5-2 Raina Durrence
Figure 2-35 Cheryl Schmidt Figure 5-3 Raina Durrence
Figure 2-37 Gareth Boden/Pearson Education Ltd Figure 5-4 StockPhotosArt/Fotolia
Figure 2-39 Mau Horng/Fotolia Figure 5-5 Cheryl Schmidt
Figure 2-40 Raina Durrence Figure 5-6a Raina Durrence
Figure 2-41 Anton Samsonov/123RF Figure 5-6b Likasiri/Fotolia
Figure 2-43 Pairoj/Fotolia Figure 5-6c DGMphoto/Fotolia
Figure 2-44a Alehdats/Fotolia Figure 5-7 Gudellaphoto/Fotolia
Figure 2-44b Hoboton/Fotolia Figure 5-8 LoloStock/Fotolia
xx Complete A+ Guide to IT Hardware and Software, Eighth Edition

Figure Number Attribution/Credit Line Figure Number Attribution/Credit Line

Figure 5-9 Cristi180884/Fotolia Figure 7-23c Chris leachman/Fotolia
Figure 5-10 Bondarau/Fotolia Figure 7-24a Witthaya/Fotolia
Figure 5-12 Raina Durrence Figure 7-24b Milan Lipowski/Fotolia
Figure 5-13 Raina Durrence Figure 7-25 Raina Durrence
Figure 5-14 Raina Durrence Figure 7-28 Cheryl Schmidt
Figure 5-15 Cheryl Schmidt Figure 7-29 CyberVam/Fotolia
Figure 5-16 Thodonal/Fotolia Figure 7-31 PVMil/Fotolia
Figure 5-17 WavebreakmediaMicro/Fotolia Figure 7-32 George Nichols
Figure 5-18 Raina Durrence Figure 7-33 Igor Groshev/Fotolia
Figure 5-19 Raina Durrence Figure 7-34 Scanrail/Fotolia
Figure 5-20 Raina Durrence Figure 7-35 ?ake78 (3D & photo)/Fotolia
Figure 5-21 Anake/Fotolia Figure 7-44 Concept w/Fotolia
Figure 5-22 Chokmoso/Fotolia Figure 7-46 Design56/Fotolia
Figure 5-23 RZ/Fotolia Figure 7-50 Primzrider/Fotolia
Figure 5-24 Thodonal/Fotolia Figure 7-52 Amy Walters/Fotolia
Figure 5-25 George Nichols Figure 7-55 George Nichols
Figure 5-28 Raina Durrence Figure 7-57 Giovanni Cancemi/Fotolia
Figure 5-30a Popova Olga/Fotolia Figure 8-1 George Nichols
Figure 5-30b Crisit180884/Fotolia Figure 8-5 Studio306fotolia/Fotolia
Figure 5-32 Raina Durrence Figure 8-8 Raina Durrence
Figure 5-33 Stepan Popov/Fotolia Figure 8-9 Denis Dryashkin/Fotolia
Figure 5-36 Yauhenka/Fotolia Figure 8-7 Xuejun li/Fotolia
Figure 5-37 Cheryl Schmidt Figure 8-10 Olexandr/Fotolia
Figure 5-38 Andriy Brazhnykov/Fotolia Figure 8-12 Tommroch/Fotolia
Figure 5-39 Alexander Limbach/Fotolia Figure 8-15 Daqota/Fotolia
Figure 5-40 House @ Brasil/Fotolia Figure 8-18 DDRockstar/Fotolia
Figure 5-41a Cristi180884/Fotolia Figure 8-19 Kevma20/Fotolia
Figure 5-41b Cheryl Schmidt Figure 8-20 Cheryl Schmidt
Figure 5-41c Cheryl Schmidt Figure 8-21 Pathdoc/Fotolia
Figure 5-41d Cheryl Schmidt Figure 8-22 Magraphics/Fotolia
Figure 5-41e Cheryl Schmidt Figure 8-23 Bacho Foto/Fotolia
Figure 6-1-D Courtesy of openoffice.org, The Apache software Figure 8-25 Grosche.nrw/Fotolia
foundation Figure 8-26 Raina Durrence
Figure 6-1-E Courtesy of Angry birds,Rovio Entertainment Figure 8-27 JcJg Photography/Fotolia
Figure 6-1-F Coutesy of Adobe Acrobat Figure 8-29 Wckiw /Fotolia
Figure 6-3 Cheryl Schmidt Figure 8-30 Scanrail/Fotolia
Figure 6-4 Scanrail/Fotolia Figure 8-31 Thomas Siepmann/Fotolia
Figure 6-11 Arudolf/Fotolia Figure 8-32 Olya6105/Fotolia
Figure 6-14 Joseph Scott/Fotolia Figure 8-34 Schamie/Fotolia
Figure 6-20 Pongpatpic /Fotolia Figure 8-35 Hardheadmonster/Fotolia
Figure 6-21 Kataieva/Fotolia Figure 8-36 Nikkytok/Fotolia
Figure 6-22 ESB Professional/Shutterstock Figure 8-37 Piotr Pawinski/Fotolia
Figure 7-1 Photka/Fotolia Figure Figure 8-38 Zern Liew/Shutterstock
Figure 7-2 Scanrail/Fotolia Figure 8-39 Gustavofrazao/Fotolia
Figure 7-3 Aleksandr Lazarev /Fotolia Figure 9-1 Burnel11/Fotolia
Figure 7-4 Raina Durrence Figure 9-2 George Nichols
Figure 7-6 Orcea david/Fotolia Figure 9-4 Sinisa Botas/Fotolia
Figure 7-7 Mbongo/Fotolia Figure 9-8 Manaemedia/Fotolia
Figure 7-10 Sved Oliver/Fotolia Figure 9-9 Mik_cz/Fotolia
Figure 7-13 Eimantas Buzas/Shutterstock Figure 9-10 Manaemedia/Fotolia
Figure 7-15 Vetkit/Fotolia Figure 9-11 Vetkit/Fotolia
Figure 7-16 Cheryl Schmidt Figure 9-13 Dario Sabljak/Fotolia
Figure 7-18 Raina Durrence Figure 9-14 Asharkyu/Shutterstock
Figure 7-19 Dcwsco/Fotolia Figure 9-16 Cheryl Schmidt
Figure 7-20 Denis Ponkratov/Fotolia Figure 9-24 Witthaya /Fotolia
Figure 7-21 Raina Durrence Figure 9-25 Gareth Boden/Pearson Education Ltd
Figure 7-22a Sergejs Katkovskis/Fotolia Figure 9-26 Science photo/Fotolia
Figure 7-22b Vladimir Kolesnikov/Fotolia Figure 9-28 Dmytro Vietrov/123RF
Figure 7-23a Artyom Rudenko/Fotolia Figure 9-39 Sergeevspb/Fotolia
Figure 7-23b Murat BAYSAN/Fotolia Figure 9-44 Daniel Krason /Fotolia
 Credits xxi

Figure Number Attribution/Credit Line Figure Number Attribution/Credit Line

Figure 9-48 Thor Jorgen Udvang /Fotolia Figure 10-88 Raina Durrence
Figure 9-49 Michael Pettigrew/Fotolia Figure 10-91 Raina Durrence
Figure 9-51 Rocketclips, Inc./Shutterstock Figure 10-92 Violetkaipa/Fotolia
Figure 10-1 Welf Aaron/Fotolia Figure 10-93 Ras-slava/Fotolia
Figure 10-2 Syda Productions/Fotolia Figure 10-96 Bloomicon/Fotolia
Figure 10-3 Metamorworks/Shutterstock Figure 10-97 Cheryl Schmidt
Figure 10-4 Nmedia/Fotolia Figure 10-100 Tab62/Fotolia
Figure 10-5 Diego cervo/Fotolia Figure 10-102 Ayutaroupapa/Fotolia
Figure 10-6 Goir/Fotolia Figure 10-104 Mindscanner/Fotolia
Figure 10-7 Forest71/Fotolia Figure 10-105 Kulyk/Fotolia
Figure 10-8 Alexey Rotanov/Fotolia Figure 10-107 Ruslan Olinchuk/Fotolia
Figure 10-9 Riccardomojana/Fotolia Figure 10-108 Poko42/Fotolia
Figure 10-10 3dmavr/Fotolia Figure 10-109 Yomka/Fotolia
Figure 10-11 Renars2014/Fotolia Figure 10-110 Mckaphoto/Fotolia
Figure 10-12 Scanrail/Fotolia Figure 10-111 Naruedom/Fotolia
Figure 10-15 Photosaint/Fotolia Figure 10-112 Rfvectors.com/Fotolia
Figure 10-16 Serjiunea/Fotolia Figure 10-113 Scusi/Fotolia
Figure 10-17 Alex Ishchenko/Fotolia Figure 10-114 Grafvision/Fotolia
Figure 10-18 Popova Olga/Fotolia Figure 10-116 Yomka/Shutterstock
Figure 10-19 Oleksandr Kovalchuk/Fotolia Figure 11-2 Corepics VOF/Shutterstock
Figure 10-20a Weerapat1003/Fotolia Figure 11-3 Dejan Stanic Micko/Shutterstock
Figure 10-20b Popova Olga/Fotolia Figure 11-4 Stocked House Studio/Shutterstock
Figure 10-21 Ras-slava/Fotolia Figure 11-5 Zern Liew/Shutterstock
Figure 10-22 Alexlmx/Fotolia Figure 11-6 Cheryl Schmidt
Figure 10-27 Kencana Studio/Fotolia Figure 11-7 Kittichai/Shutterstock
Figure 10-28 Brian A Jackson/Shutterstock Figure 11-8 Improvize/Shutterstock
Figure 10-31 Denys Prykhodov/Fotolia Figure 11-9 Raj Creatiionzs/Shutterstock
Figure 10-34 Coprid/Fotolia Figure 11-10 Tyler Olson/Shutterstock
Figure 10-35 Highwaystarz/Fotolia Figure 11-11 Mikeledray/Shutterstock
Figure 10-37 Raina Durrence Figure 11-12 DeSerg/Shutterstock
Figure 10-39 Raina Durrence Figure 11-13 Natalia Siverina/Shutterstock
Figure 10-41 Albert Lozano/Shutterstock Figure 11-14 Andrey_Popov/Shutterstock
Figure 10-42 Tyler Olson/Fotolia Figure 11-15 Phovoir/Shutterstock
Figure 10-43 Dmitry/Fotolia Figure 11-16 Sheelamohanachandran2010/Shutterstock
Figure 10-47 Mast3r/Fotolia Figure 11-18 Galyna Andrushko/Shutterstock
Figure 10-48 Christos Georghiou/Fotolia Figure 11-20 Cartoon Resource/Shutterstock
Figure 10-54 ©2019, Microsoft One Drive, Microsoft Corporation Figure 11-21 Sashkin/Shutterstock
Figure 10-55 Mathias Rosenthal/Fotolia Figure 11-25 Pathdoc/Shutterstock
Figure 10-59 Raina Durrence Figure 12-1 Microsoft Windows, © Microsoft Corporation
Figure 10-61 Raina Durrence Figure 12-2 Raina Durrence; Courtesy of Vmware
Figure 10-63 Ioannis Ioannou/Shutterstock Figure 12-3 Courtesy of Oracle Corporation; fuyi/Fotolia
Figure 10-65 Raina Durrence Figure 12-6 Suti Stock Photo/Shutterstock
Figure 10-67 Artisticco LLC/Fotolia Figure 12-7 rocketclips/Fotolia
Figure 10-68a Fserega/Fotolia Figure 12-10 Feraru Nicolae/Shutterstock
Figure 10-68b Ratmaner/Fotolia Figure 12-11 Evan Lorne/Shutterstock
Figure 10-69a Ussatlantis/Fotolia Figure 12-13 federicofoto/123RF
Figure 10-69b Jipen/Fotoli Figure 12-15 Roman Pyshchyk/Shutterstock
Figure 10-73 Denis_romash/Fotolia Figure 12-17 csp_hywards/Shutterstock
Figure 10-75 Mickyso/Fotolia Figure 12-21 © 2019, Microsoft Windows, Microsoft Corporation
Figure 10-77 Joggie Botma/Fotolia Figure 12-47 Carlos A. Oliveras/Shutterstock
Figure 10-79 Yauhenka/Fotolia Figure 12-48 Andrea De Martin/123RF
Figure 10-82a Piotr Adamowicz/123RF Figure 13-1 arka38/Shutterstock
Figure 10-82b Raina Durrence Figure 13-4 Alex Tihonov/Fotolia
Figure 10-82c Vrihu/Fotolia Figure 13-10 Georgios Alexandris/Fotolia
Figure 10-83 Raina Durrence Figure 13-13 zhekoss/Shutterstock
Figure 10-84 Jipen/Fotolia Figure 13-14a SV Art/Fotolia
Figure 10-85 Jipen/Shutterstock Figure 13-14b SV Art/Fotolia
Figure 10-86 Blue_moon_images/Fotolia Figure 13-15 Fotofermer/Fotolia
Figure 10-87 Cheryl Schmidt Figure 13-16 ludodesign/Fotolia
xxii Complete A+ Guide to IT Hardware and Software, Eighth Edition

Figure Number Attribution/Credit Line Figure Number Attribution/Credit Line

Figure 13-17 nengredeye/Fotolia Figure 18-8 PhotographyByMK/Fotolia
Figure 13-17b Anthony O’Donnell/Shutterstock Figure 18-9 Nokhoog/Fotolia
Figure 13-18 Plus69/Shutterstock Figure 18-10 Alexandr Mitiuc/Fotolia
Figure 13-20 evannovostro/Fotolia Figure 18-11 Wordley Calvo Stock/Fotolia
Figure 13-21 Scruggelgreen/Fotolia Figure 18-12 cartoonresource/Fotolia
Figure 13-22 angelus_liam/Fotolia Figure 18-13 BirDiGoL/Fotolia
Figure 13-23 hxdyl/Fotolia Figure 18-15 JustAnotherPhotographer/Shutterstock
Figure 13-24 Cheryl A. Schmidt Figure 18-35 Elemiyan01/Fotolia
Figure 13-25 Plus69/Shutterstock Figure 18-36 Cheryl Schmidt
Figure 13-36 Don_Pomidor/Fotolia Figure 18-36 Cheryl Schmidt
Figure 13-38 Oleksiy Mark/Shutterstock Figure 18-38 kmls/Shutterstock
Figure 13-39 Cheryl A.Schmidt Figure 18-40 Baur/Shutterstock
Figure 13-51 amophoto.net/Fotolia Figure 18-42 Grasko/Fotolia
Figure 13-70 Denys Prykhodov/Shutterstock Figure 18-53 rommma/Fotolia
Figure 13-71 MemoryMan/Shutterstock Figure 18-54 iQoncept/Fotolia
Figure 13-72 SpeedKingz/Shutterstock Figure 19-22 SimFan/Fotolia
Figure 13-74 ©2019, command Prompt, Microsoft Corporation Figure 19-1 Shutterstock
Figure 13-75 Denis Dryashkin/Fotolia Figure 19-2 peefay/Shutterstock
Figure 13-76 SpeedKingz/Shutterstock Figure 19-3 WavebreakmediaMicro/Fotolia
Figure 13-78 Jovan Nikolic/Fotolia Figure 19-4 srki66/Fotolia
Figure 13-79 Oleksandr Delyk/Fotolia Figure 19-5 STILLFX/Shutterstock
Figure 13-92 Peter Kotoff/Shutterstock Figure 19-6 ninun/Fotolia
Figure 13-93a jackykids/Fotolia Figure 19-7 petovarga/Fotolia
Figure 13-93b Scanrail/Fotolia Figure 19-8 givaga/Shutterstock
Figure 13-93c Robinson Thomas/Fotolia Figure 19-9 petovarga/123RF
Figure 13-93d angelus_liam/Fotolia Figure 19-10 Sherry Young/Fotolia
Figure 13-93d Amy Walters/Fotolia Figure 19-11 weerapat1003/Fotolia; enterphoto/Fotolia
Figure 13-96 Justin Ache Figure 19-13 Gareth Boden. Pearson Education Ltd
Figure 13-97 Justin Ache Figure 19-14 evilratalex/Fotolia
Figure 14-1 ©2019, Microsoft Windows, Microsoft Corporation Figure 19-15 improvize/Fotolia
Figure 15-2 Cheryl A. Schmidt Figure 19-16 Winai Tepsuttinun/Shutterstock
Figure 15-14 Calado/Fotolia Figure 19-17 a Magraphics.eu/Fotolia
Figure 15-15 Yury Zap/Fotolia Figure 19-17 b Vetkit/Fotolia
Figure 16-2 adrian_ilie825/Fotolia Figure 19-19 Cheryl Schmidt
Figure 16-3 ribkhan/Fotolia Figure 19-23 Ake1150/Fotolia
Figure 16-4 Scanrail/Fotolia Figure 19-24 Yaaqov Tshuva/Fotolia
Figure 16-5 jijomathai/Fotolia Figure 19-27 Oez/Shutterstock
Figure 16-31 anyaberkut/Fotolia Figure 19-29 Benjamin Haas/Shutterstock
Figure 16-42 Thomas Jansa/Fotolia Figure 19-30 Kheng Guan Toh/Shutterstock
Figure 16-57 © 2019, command Prompt, Microsoft Corporation Figure 19-32 Séa/Fotolia
Figure 16-66 antimartina/Fotolia Figure 19-33 Beatpavel/Fotolia
Figure 17-1 Africa Studio/Fotolia Figure 19-34 Noppadol Anaporn/123 RF
Figure 17-7 Apple Inc. Figure 19-35 Iqoncept/Fotolia
Figure 17-27 Marekuliasz/Shutterstock Figure 19-37 Cartoonresource/Fotolia
Figure 18-1 Jürgen Fälchle/Fotolia; Microsoft Windows, Figure 19-38 Rawpixel.com/Fotolia
©Microsoft Corporation Figure 19-39 PrettyVectors/Fotolia
Figure 18-2 Patrimonio designs/Fotolia Figure 19-40 Studiostoks/Fotolia
Figure 18-3 JonikFoto.pl/Fotolia Figure 19-41 Cartoonresource/Fotolia
Figure 18-5 qingwa/Fotolia Figure 19-42 Andrii Symonenko/Fotolia
Figure 18-6 John Tomaselli/Fotolia Figure 19-43 JanMika/Fotolia
Figure 18-7 dzimin/Fotolia Figure 19-44 Jane Kelly/Fotolia

Multiple Figures: Microsoft Windows 8 & 10,© Microsoft Corporation; Microsoft Windows10,© Microsoft Corporation; © 2019, com-
mand Prompt, Microsoft Corporation; © 2019, Microsoft Analyzer, Microsoft Corporation; © 2019, Microsoft Internet Explorer, Micro-
soft Corporation; © 2019, Microsoft Windows File Explorer, Microsoft Corporation; © 2019, Microsoft Windows Powershell, Microsoft
Corporation; © 2019, Microsoft Windows, Microsoft Corporation; Agsandrew/Shutterstock; Apple Screenshot reprinted with permission
of Apple Inc.; Courtesy of Android; Courtesy of Apple Inc.; Courtesy of Canonical Ltd; Courtesy of Ubuntu; iOS screenshots are regis-
tered trademarks of Apple Inc.; UEFI screenshots
Cover: PopTika/Shutterstock
 We Want to Hear from You! xxiii

We Want to Hear from You!

As the reader of this book, you are our most important critic and commentator. We value your opinion and want to
know what we’re doing right, what we could do better, what areas you’d like to see us publish in, and any other words
of wisdom you’re willing to pass our way.
We welcome your comments. You can email or write to let us know what you did or didn’t like about this book—as
well as what we can do to make our books better.
Please note that we cannot help you with technical problems related to the topic of this book.
When you write, please be sure to include this book’s title and author as well as your name and email address. We will
carefully review your comments and share them with the author and editors who worked on the book.
Email: [email protected]
xxiv Complete A+ Guide to IT Hardware and Software, Eighth Edition

Introduction
Complete A+ Guide to IT Hardware and Software, eighth edition, is a textbook and optional lab manual intended for
one or more courses geared toward CompTIA A+ Certification and computer repair. It covers all the material needed
for the CompTIA A+ Core 1 (220-1001) and CompTIA A+ Core 2 (220-1002) exams. The book is written so that it is
easy to read and understand, with concepts presented in building-block fashion. The book focuses on hardware, soft-
ware, mobile devices, virtualization, basic networking, and security.
Some of the best features of the book include the coverage of difficult subjects in a step-by-step manner, carefully de-
veloped graphics that illustrate concepts, photographs that demonstrate various technologies, reinforcement questions,
critical thinking skills, soft skills, and hands-on exercises at the end of each chapter. Also, this book is written by a
teacher who understands the value of a textbook from someone who has been in IT her entire career.

What’s New in the Eighth Edition?

This update has been revised to include more coverage of hardware, mobile devices, and troubleshooting. There are
also new sections on managed/unmanaged switches, VLANs, cloud-based network controllers, IoT device configura-
tion, Active Directory settings, common documentation, and scripting. The following are a few of the many new fea-
tures of this edition:
> This book conforms with the latest CompTIA A+ exam requirements, including those of the CompTIA A+ Core 1
(220-1001) and CompTIA A+ Core 2 (220-1002) exams.
> Chapter 2 now includes network cabling basics.
> The video chapter has been removed as the certification exam includes only Windows configuration of video, which
is covered in Chapter 16.
> Chapter 12 now includes all virtualization and cloud technologies information.
> Chapter 13 includes IoT device configuration.
> The operating system–related chapters have been rearranged. Chapter 14 is an introduction to operating systems
and Windows basics. Chapter 15 contains the command prompt and scripting sections. Chapter 16 contains the bulk
of the information on configuring and supporting Windows 7, 8, and 10. Chapter 17 is still the macOS and Linux
chapter.
> Chapters 1 through 9 focus on hardware. Chapter 10 covers mobile devices. Chapter 11 is on computer design and
serves as a troubleshooting review. Chapter 12 covers Internet connectivity, virtualization, and cloud computing.
Chapter 13 dives into networking. Chapters 14 through 17 cover operating systems. Chapter 18 handles security
concepts. Finally, Chapter 19 contains operational procedures. Appendix A provides an introduction to subnetting.
> The book has always been filled with graphics and photos, but even more have been added to target those naturally
drawn to the IT field. This edition is full color.
> There are questions at the end of each chapter, and even more questions are available in the test bank available from
the Pearson Instructor Resource Center.

Organization of the Text

The text is organized to allow thorough coverage of all topics and also to be a flexible teaching tool. It is not necessary
to cover all the chapters, nor do the chapters have to be covered in order.
 Organization of the Text xxv

> Chapter 1 provides an introduction to IT and careers that need the information in this book. It identifies computer
parts. Chapter 1 does not have a specific soft skills section, as do the other chapters. Instead, it focuses on common
technician qualities that are explored in greater detail in the soft skills sections of later chapters. Finally, Chapter 1
has a great introduction to using Notepad, the Windows Snipping Tool, and Internet search techniques.
> Chapter 2 is about connecting things to the computer and port identification. Details are provided on video, USB,
and sound ports. The soft skills section is on using appropriate titles.
> Chapter 3 details components, features, and concepts related to motherboards, including processors, caches, expan-
sion slots, and chipsets. Active listening skills are the focus of the soft skills section.
> Chapter 4 deals with system configuration basics. BIOS options, UEFI BIOS, and system resources are key topics.
The soft skills section covers the importance of doing one thing at a time when replacing components.
> Chapter 5 steps through how to disassemble and reassemble a computer. Tools, ESD, EMI, and preventive mainte-
nance are discussed. Subsequent chapters also include preventive maintenance topics. Basic electronics and com-
puter power concepts are also included in this chapter. The soft skills section involves written communication.
> Chapter 6 covers memory installation, preparation, and troubleshooting. The importance of teamwork is empha-
sized as the soft skill.
> Chapter 7 deals with storage devices, including PATA, SATA SCSI, SAS, and SSDs. RAID is also covered. Phone
communication skills are covered in the soft skills section of this chapter.
> Chapter 8 covers multimedia devices, including optical drives, sound cards, cameras, scanners, and speakers. The
chapter ends with a section on having a positive, proactive attitude.
> Chapter 9 provides details on printers. A discussion of work ethics finishes the chapter.
> Chapter 10 is on mobile devices, including details on mobile device operating systems, configuration, backup, se-
curity, and troubleshooting. The soft skills section takes a brief foray into professional appearance.
> Chapter 11 covers computer design. Not only are the specialized computers and components needed within the
types of systems covered, but computer subsystem design is also included. Because design and troubleshooting are
high on the academic learning progression, the chapter also includes a review of troubleshooting, including logic,
error codes, and troubleshooting flowcharts. The soft skills section provides recommendations for dealing with irate
customers.
> Chapter 12 handles Internet connectivity, virtualization, and cloud technologies. Internet browser configuration is
covered, along with the soft skill of mentoring
> Chapter 13 introduces networking. Basic concepts, terminology, and exercises make this chapter a favorite. The
introduction to subnetting has been moved to an appendix. The focus of the soft skills section is being proactive
instead of reactive.
> Chapter 14 provides an introduction to operating systems in general and discusses basic differences between the
Windows versions and how to function in the various Windows environments. The soft skills section includes tips
on how to stay current in this fast-paced field.
> Chapter 15 is a new introduction to scripting and includes how to function from the command prompt and the basics
of scripting in Python, JavaScript, shell scripting, VBScript, batch files, and PowerShell. The soft skills section
discusses looking at a problem from the user’s perspective and being more empathetic.
> Chapter 16 covers Windows 7, 8, and 10. Details include how to install, configure, and troubleshoot the environ-
ment. Avoiding burnout is the soft skill discussed in this chapter.
> Chapter 17 discusses the basics of macOS and Linux. It provides a basic introduction to these two environments to
help a technician become familiar with the environment and a few tools. The soft skills section talks about being
humble.
> Chapter 18 describes computer, mobile device, and network security. The soft skills section is on building customer
trust.
> Chapter 19 guides the student through operational procedures such as workplace safety, recycling, disposal, a re-
view of power protection, change management, and communication skills.
xxvi Complete A+ Guide to IT Hardware and Software, Eighth Edition

Features of This Book

The following key features of the book are designed to enable a better learning experience.
> Objectives—Each chapter begins with both chapter objectives and the CompTIA A+ exam objectives.
> Graphics and photographs—Many more full-color images and all-new graphics have been added to better illustrate
the concepts.
> Tech Tips—The chapters are filled with Tech Tips that highlight technical issues and certification exam topics.
> Key terms in context— As you read the chapter, terms that appear in blue are considered key terms and are defined
in the glossary.
> Key Terms list—At the end of the chapter, all key terms are listed, along with page numbers to which to refer for
context.
> Soft Skills— Technology is not the only thing you must learn and practice; each chapter offers advice, activities, and
examples of how to be a good tech, an ethical tech, a good work mate, a good communicator, and so on.
> Chapter Summary— The summary recaps the key concepts of the chapter, and you can use it for review to ensure
that you’ve mastered the chapter’s learning objectives.
> A+ Certification Exam Tips—Read through these tips on the CompTIA A+ exams so you aren’t caught off guard
when you sit for the exam.
> Review Questions—Hundreds of review questions, including true/false, multiple choice, matching, fill-in-the-
blank, and open-ended questions, assess your knowledge of the topics taught in each chapter.
> Applying your knowledge—There are hundreds of Exercises and Activities by which to put into practice what you
are learning. For example:
> Exercises—Sometimes called “paper labs,” these need no lab devices to complete in the classroom or for
homework.
> Activities—Extensive practice with Internet discovery, soft skills, and critical thinking skills round out your tech-
nical knowledge so that you can be prepared for IT work. These can be used to “Flip the Classroom;” instead of
lectures, instruction is interactive and in the hands of the students.
> Lab Exercises—The separate companion Complete A+ Guide to IT Hardware and Software Lab Manual (ISBN
978-0-13-538019-2) contains more than 140 labs in total. These hands-on labs enable you to link theory to practical
experience.

Companion Website
Register this book to get access to sample videos plus additional bonus content to help you succeed with this course
and the certification exam. Check this site regularly for any updates or errata that might become available for this
book. Be sure to check the box that you would like to hear from us to receive news of updates and exclusive discounts
on related products.
To access this companion website, follow the steps below:

1. Go to www.pearsonITcertification.com/register and log in or create a new account.

2. Enter the ISBN: 978-0-7897-6050-0
3. Answer the challenge question as proof of purchase.
4. Click the “Access Bonus Content” link in the Registered Products section of your account page to be taken to the
page where your downloadable content is available.
Please note that many of our companion content files can be very large, especially image and video files.
If you are unable to locate the files for this title by following the steps above, please visit www.pearsonITcertification.
com/contact and select the “Site Problems/Comments” option. Our customer service representatives will assist you.
 CompTIA A+ Exam Objectives xxvii

CompTIA A+ Exam Objectives

To earn CompTIA A+ certification, you must pass both the CompTIA A+ Core 1 (220-1001) and CompTIA A+ Core
2 (220-1002) certification exams.
Tables I-1 and I-2 summarize the domain content for each exam.

TABLE I-1 CompTIA A+ Core 1 (220-1001)exam

Domain Percentage of examination
1.0 Mobile Devices 14%
2.0 Networking 20%
3.0 Hardware 27%
4.0 Virtualization and Cloud Computing 12%
5.0 Hardware and Network Troubleshooting 27%
Total 100%

TABLE I-2 CompTIA A+ Core 2 (220-1002) exam

Domain Percentage of examination
1.0 Operating Systems 27%
2.0 Security 24%
3.0 Software Troubleshooting 26%
4.0 Operational Procedures 23%
Total 100%

Table I-3 shows a summary of the exam domains addressed in each chapter. Each chapter lists the certification objectives it
covers in the chapter opener. See Appendix B on the companion website for a detailed table that identifies where you can
find all the CompTIA A+ exam objectives covered in this book.

TABLE I-3 Summary of exam domains by chapter

Table of contents 220-1001 domains 220-1002 domains
Chapter 1: Introduction to the World of IT 3 4
Chapter 2: Connectivity 1, 2, 3 4
Chapter 3: On the Motherboard 3, 5 4
Chapter 4: Introduction to Configuration 3, 5

Chapter 5: Disassembly and Power 3, 5 4

Chapter 6: Memory 3, 5 1
Chapter 7: Storage Devices 3, 5 1, 2, 3, 4
Chapter 8: Multimedia Devices 3 1, 4
Chapter 9: Printers 2, 3, 5 1, 3, 4
Chapter 10: Mobile Devices 1, 2, 3, 5 1, 2, 3
xxviii Complete A+ Guide to IT Hardware and Software, Eighth Edition

Table of contents 220-1001 domains 220-1002 domains

Chapter 11: Computer Design and Troubleshooting Review 3, 5 4
Chapter 12: Internet Connectivity, Virtualization, and Cloud Technologies 2, 3, 4 1, 2, 3
Chapter 13: Networking 2, 3, 4, 5 1, 2, 3, 4
Chapter 14: Introduction to Operating Systems 1, 2, 3
Chapter 15: Introduction to Scripting 1, 3, 4
Chapter 16: Advanced Windows 1, 2, 3, 4
Chapter 17: macOS and Linux Operating Systems 1, 3
Chapter 18: Computer and Network Security 2, 3 1, 2, 3, 4
Chapter 19: Operational Procedures 4
 1 Introduction to the World of IT

In this chapter you will learn:

> Qualities a technician should > Basic skills needed to function in > Important computer parts
have the Windows environment and > Basic computer terms
in the technical world

CompTIA Exam Objectives:

What CompTIA A+ exam objectives are covered in this chapter?

✓ 1001-3.6 Explain the purposes ✓ 1002-4.4 Explain common ✓ 1002-4.7 Given a scenario, use
and uses of various peripheral safety procedures. proper communication tech-
types. niques and professionalism.
2 Complete A+ Guide to IT Hardware and Software

Who Needs This Book?

More types of people than you would first think need this book. People who obviously need this
information are those who will fix computers or work on a help desk or support desk. However,
there are other types of users who might not be so obvious. Many folks who break into the informa-
tion technology (IT) world do so through jobs that require the A+ certification. Consider medical
electronics technicians who repair common equipment used in hospitals. These technicians need
this course because many medical devices connect to a PC or have PC-based software that controls
the device. Further, the medical devices commonly attach to wired and wireless networks.
Look at Figure 1.1 to see the types of jobs and people who need the information in this book. It
might also give you ideas about something you might like to do for a career.

FIGURE 1.1 IT roles

Technician Qualities
Each chapter includes a small bit of space on qualities a technician should possess or strive toward.
Spending a little brain power on improving what many call your “soft skills” will pay off in promo-
tions and divergence into other IT-related fields. Three of the most important qualities of a techni-
cian are active listening skills, a good attitude, and logic. Active listening means that you truly
listen to what a person (especially one who is having a problem) is saying. Active listening skills
involve good eye contact, nodding your head every now and then to show that you are following
the conversation, taking notes on important details, and avoiding distractions such as incoming cell
 CHAPTER 1: Introduction to the World of IT 3

phone calls or text messages. Clarify customer statements by asking pertinent questions and avoid
interrupting. Allow customers to complete their sentences. Many technicians jump into a problem

1
CHAPTER
the moment they hear the first symptom described by the user. Listen to the entire problem. Ask
open-ended questions—questions that allow the user to expand on the answer rather than answer
with a single word, such as yes or no. Figure 1.2 illustrates this point.
Closed-ended questions Open-ended questions
I saw where you logged a
I saw where you logged a
printer problem today, Bob.
printer problem today, Bob.
What do you want to bet the
What happened?
problem is the toner
cartridge?

So you are having email So what email issues are you

issues, Mrs. Jones. Do you having, Mrs. Jones?
have the conversations
option enabled?

Allow the users to state the problem without leading them toward a solution.
Restate the problem to ensure understanding and ask questions for clarity
and to narrow your understanding.

FIGURE 1.2 Asking technical questions

A positive attitude is probably the best quality a technician can possess. A good attitude is help-
ful when a user is upset because a computer or an attached device is not working properly. A tech-
nician with a positive attitude does not diminish the customer’s problem; every problem is equally
important to the computer user. A positive attitude is critical for being successful in the computer
service industry. Figure 1.3 shows how negative attitudes affect your success.

Chances of Success Increase 100%

with a Positive Attitude.

I see every issue as an opportunity to help or be positive.

I am sensitive to other cultures.

,GRQ·WWDNHWKHWLPHWROLVWHQWRWKHHQWLUHSUREOHP

I blame others.

,WKLQN,FDQ
W,ZRQ
WRU,ZRQ
WHYHQWU\

0%

FIGURE 1.3 Have a positive attitude

A technician must be familiar with and thoroughly understand computer terminology to (1) use
logic to solve problems; (2) speak intelligently to other technical support staff in clear, concise, and
direct statements; (3) explain the problem to the user; and (4) be proficient in the field. Changes
4 Complete A+ Guide to IT Hardware and Software

occur so frequently that technicians must constantly update their skills. Develop a passion for
learning the latest information and searching for information that helps you solve problems.
Avoid developing tunnel vision (that is, thinking that there is only one answer to a problem).
Step back and look at the problem so that all possible issues can be evaluated. Be logical in your
assessment and the methods used to troubleshoot and repair. This book will help you with all of
this by explaining computer terminology in easy-to-understand terms and providing analogies that
can be used when dealing with customers.
Before delving into computer topics, you should remember that a class can’t fully prepare you
for every aspect of a job. You must learn things on your own and constantly strive to update your
skills so you do not become obsolete. The IT field changes rapidly. Figure 1.4 illustrates this
concept.

FIGURE 1.4 Preparing for IT job requirements

Finally, you will find that you must be a jack-of-all-trades, as shown in Figure 1.5.
 CHAPTER 1: Introduction to the World of IT 5

1
CHAPTER

FIGURE 1.5 Computer technician skills

Breaking into IT with the CompTIA A+ Certification

Many IT-related jobs require the A+ certification. Even if not required, the certification shows that
you have a good understanding of how computers work. This certification does not guarantee you
a job, but it does open doors in that a company may interview you if you lack IT experience but
have the A+ certification.
A+ certification requires that you take two exams (220-1001 and 220-1002). Each of these exams
covers specific material. Table 1.1 shows the major categories for the 220-1001 exam and how they
map to information in this book. Table 1.2 shows the same type of information for the 220-1002 exam.
6 Complete A+ Guide to IT Hardware and Software

TABLE 1.1 CompTIA 220-1001 A+ certification topics

Domain Percentage of examination Chapter(s)
1.0 Mobile Devices 14% 10
2.0 Networking 20% 12–13
3.0 Hardware 27% 1–9, 11
4.0 Virtualization and Cloud Computing 12% 12
5.0 Hardware and Network Troubleshooting 27% 1–13

TABLE 1.2 CompTIA 220-1002 A+ certification topics

Domain Percentage of examination Chapter(s)
1.0 Operating Systems 27% 14–17
2.0 Security 24% 18
3.0 Software Troubleshooting 26% 14–18
4.0 Operational Procedures 23% 19

“What are the exams like?” you might ask. The exams include multiple-choice and perfor-
mance-based questions. Performance-based questions might be a drag-and-drop scenario or ask
you to do something specific on a particular device or within a particular operating system environ-
ment. Each exam is 90 minutes long and contains a maximum of 90 questions. The testing system
allows you to bookmark questions that you might want to return to at the end if you have time.
Successful candidates will have the knowledge required to do the following:
> Assemble components based on customer requirements.
> Install, configure, and maintain devices including Internet of Things (IoT) devices, personal
computers (PCs), and software for end users.
> Understand the basics of networking and security/forensics.
> Properly and safely diagnose, resolve, and document common hardware and software issues.
> Apply troubleshooting skills.
> Provide appropriate customer support.
> Understand the basics of virtualization, desktop imaging, and deployment.
More information can be found on the CompTIA website (www.comptia.org).
At the beginning of each chapter, you will see a list of the CompTIA A+ exam objectives that are
covered in that chapter. At the end of each chapter, I’ve provided some A+ certification exam tips—
tips to definitely pay attention to if you plan on taking the A+ exams. By the end of this course, you
will have learned all the topics covered on the certification exams; however, before you actually take
the exams, I recommend that you dedicate some time to review the chapters in this book thoroughly,
study the objectives, and take some practice exams. Pearson IT Certification, the publisher of this
book, develops many different certification exam prep resources that suit various study styles. See
the back of this book for more information or go to http://pearsonitcertification.com/aplus to browse
the options.

Basic Skills for This Course

In order to repair a computer, you need a few basic skills that include being familiar with the
keyboard and inputting information, searching for information on the Internet, and capturing
 CHAPTER 1: Introduction to the World of IT 7

information. Just because you may not be a good typist does not mean that you will not be good
in an IT-related field.

1
CHAPTER
Searching for Information on the Internet
IT people need to use all available resources, including online resources. As noted, you need to be
capable of searching for information online. Figure 1.6 illustrates various online resources that IT
people search all the time.

FIGURE 1.6 Search skills

Each chapter in the book has an activity at the end of it that enables you to practice searching
the Internet for information relevant to the chapter. Tips for searching include the following:
> Search engines use different algorithms, so if one does not work, try another one. Examples
of search engines are Google, Bing, Yahoo, AOL, Ask, and Lycos. To access a search engine,
open a web browser and type one of the search engine names followed by .com. Figure 1.7
shows where you enter the search engine name in the address bar.

FIGURE 1.7 Web browser address bar

8 Complete A+ Guide to IT Hardware and Software

> Use descriptive key words.

> Do not include common words like the, in, at, or for because search engines tend to skip these
words anyway. If you do want to use one of them, put a plus sign (+) in front of the word.
> Avoid using a complex version, plural, or past tense of a word to avoid elimination of pages
that are relevant. For example, to search for how to install a Bluetooth headset, avoid using
the word installation, installed, or installing in the search window. Simply include the word
install.
> If several words are used together (an exact phrase), such as Windows 10, put quotations
around the phrase—"Windows 10".
> Use as many distinguishing words as possible.
> If two words have the same meaning and are commonly used, use the word or in the search.
For example, to search for generic information on a dot matrix printer, which is sometimes
called an impact printer, you might search as follows: "dot matrix" or "impact
printer". Note that the vertical bar (|), which is the key above the ® key, can be used
instead of the word or, as follows: "dot matrix" | "impact printer".
> If a particular term can have two meanings (such as the word memory relating to something
inside a computer or else relating to a brain function), you can use the minus sign in order to
keep some information from being displayed. memory -brain, for example, would be a
search for memory without any brain function results included.
> If a particular term (such as memory) is generic, you can add a word and use the word AND
in order to clarify the search, such as computer AND memory.
> When searching for technical information, include the hardware or software manufacturer. A
search for Microsoft Windows 10 provides different results than simply a search for
Windows 10.
> If nothing relevant is on the first page of links, change the key words used in your search.
Consider the situation of a keyboard that intermittently works on a Microsoft Surface computer.
The keyboard does not come standard as part of a Surface purchase. You do not own a Surface
yourself and are unfamiliar with the tablet but must support it. An example of what might be typed
into a search engine is Microsoft Surface intermittent keyboard.

Capturing Files
Sometimes, part of technical documentation is being able to capture what is on the screen.
Windows versions come with a great tool for doing just that. The Snipping Tool makes document-
ing problems easy. It is also easy to copy what you capture into other applications. No matter what
IT job you may have when you enter the workforce, documentation is a part of all IT jobs.

Creating a Text File

Another part of documentation might involve creating or using a text file, known as a .txt file.
You might need to send it as an attachment, or you might need to create a text file as part of the
documentation process or as part of the job. Sometimes a text file is the easiest type of file to cre-
ate, especially on a mobile device. Text files can be created using a word processor and the Save
As process, or they can be created using specific text software or an app. Text files are popular
because they can be opened by many applications or other mobile apps. Text files commonly
include only text, without multiple fonts or graphics. Windows ships with a basic application
called Notepad that can be used to create or open text files.
 CHAPTER 1: Introduction to the World of IT 9

Types of Computers

1
The simplest place to start to learn about computer technical support is with the devices them-

CHAPTER
selves. Computer devices come in many shapes and sizes. The PC, or personal computer, comes in
desktop, tower, and all-in-one models, as well as mobile models such as laptops, smartphones, and
tablets. Figure 1.8 shows some of the computing devices technical staff are expected to support.

Tablet Phone

All-in-one Computer

Laptop

Tower Computer

FIGURE 1.8 Types of computers

Basic Computer Hardware

Computer systems include hardware, software, and firmware. Hardware is something you can
touch and feel; the physical computer and the parts inside the computer are examples of hard-
ware. The monitor, keyboard, and mouse are hardware components. Software interacts with the
hardware. Windows, Linux, macOS, Microsoft Office, Solitaire, Google Chrome, Adobe Acrobat
Reader, and WordPerfect are examples of software.
Without software that directs the hardware to accomplish something, a computer is no more
than a doorstop. Every computer needs an important piece of software called an operating sys-
tem, which coordinates the interaction between hardware and software applications. The operat-
ing system also handles the interaction between a user and the computer. Examples of operating
systems include Windows 7, 8, 8.1, and 10, macOS, and various Linux systems, such as Red Hat
and Ubuntu.
A device driver is a special piece of software designed to enable a hardware component. The
device driver enables the operating system to recognize, control, and use the hardware compo-
nent. Device drivers are hardware and operating system specific. For example, a printer requires a
specific device driver when connected to a computer loaded with Windows 7. The same printer will
most likely require a different device driver when using Windows 8 or 10. Each piece of installed
hardware requires a device driver for the operating system being used. Figure 1.9 shows how hard-
ware and software must work together.
10 Complete A+ Guide to IT Hardware and Software

User Software applications

Operating system

Kernel

Device Device Device

drivers drivers drivers

Video BIOS

Hard drive Video card Keyboard

FIGURE 1.9 Hardware and software

Notice in Figure 1.9 the operating system kernel. The kernel is the central part of an operating
system. The kernel is the connection between hardware and the applications being used.
Software applications are normally loaded onto the hard drive. When a user selects an applica-
tion, the operating system controls the loading of the application. The operating system also con-
trols any hardware devices (such as the mouse, keyboard, monitor through the video adapter, and
printer) used with the application.
Firmware is a combination of hardware and software, such as electronic chips that contain soft-
ware: The chip is physical, which is hardware, and it has software built into the chip. An example
of firmware is the basic input/output system (BIOS) chip. The BIOS always has startup software
inside it that must be present for a computer to operate. This startup software locates and loads
the operating system. The BIOS also contains software instructions for communication with input/
output devices, as well as important hardware parameters that determine to some extent what hard-
ware can be installed. For example, the system BIOS has the ability to allow other BIOS chips that
are located on adapters (such as the video card) to load software that is loaded in the card’s BIOS.
A PC typically consists of a case (chassis), a keyboard that allows users to provide input into the
computer, a monitor that outputs or displays information (shown in Figure 1.10), and a mouse that
allows data input or is used to select menus and options. Figure 1.10 shows a computer monitor,
which may also be called a flat panel, display, or screen.
When the computer cover or side is opened or removed, the parts inside can be identified. The
easiest part to identify is the power supply, which is the metal box normally located in a back
corner of a case. A power cord connects the power supply to a wall outlet or surge strip. One pur-
pose of the power supply is to convert the outlet AC voltage to DC voltage used internally in the
 CHAPTER 1: Introduction to the World of IT 11

PC. The power supply distributes this DC voltage using power cables that connect to the various
internal computer parts. A fan located inside the power supply keeps the computer cool to prevent

1
CHAPTER
damage to the components.

FIGURE 1.10 Computer monitor

A personal computer usually has a device to store software applications and files. Two examples
of storage devices are the hard drive and optical drive. The hard drive, sometimes called the hard
disk, is a rectangular box normally inside the computer’s case that is sealed to keep out dust and
dirt. The hard drive has no external opening. The computer must be opened in order to access a
hard drive. A DVD drive, or optical drive, holds discs (compact discs, or CDs), digital versatile
discs (DVDs), or Blu-ray discs (BDs) that have data, music, video, or software applications on
them. The front of the optical drive has a tray that would eject outward so a disc may be inserted.
Figure 1.11 shows the major components of a tower computer. Figure 1.12 shows a hard drive.
Figure 1.13 shows an optical drive. Figure 1.14 shows a power supply. The hard drive in Figure
1.12, optical drive in Figure 1.13, and power supply in Figure 1.14 all are shown as they would
look before being installed into the computer case. Figure 1.15 shows a tower computer case.

Flat screen monitor

Power supply

CD/DVD drive

Hard drive Mouse

Motherboard

Case

Keyboard

FIGURE 1.11 Tower computer

FIGURE 1.12 Hard drive

12 Complete A+ Guide to IT Hardware and Software

FIGURE 1.13 DVD or optical drive

FIGURE 1.14 Power supply

FIGURE 1.15 Tower case

 CHAPTER 1: Introduction to the World of IT 13

The motherboard is the main circuit board inside a PC and contains the most electronics. It
is normally located on the bottom of a desktop or laptop computer and mounted on the side of a

1
CHAPTER
tower computer. Other names for the motherboard include mainboard, planar, or system board.
The motherboard is the largest electronic circuit board in the computer. External devices connect
directly to the back of the motherboard or ports on the front of the computer. Figure 1.16 shows a
motherboard when it is not installed inside a computer as well as memory and an adapter, which
are covered next.

Adapter
Memory modules

FIGURE 1.16 Computer motherboard

The motherboard holds memory modules. Memory is an important part of any computing
device. Memory modules hold applications, part of the operating system, and user documents.
Random access memory (RAM) is the most common type of memory and is volatile—that is, the
data inside the module is lost when power is removed. When a user types a document in a word
processing program, both the word processing application and the document are in RAM. If the
user turns the computer off without saving the document to removable media or the hard drive, the
document is lost because the information does not stay in RAM. (Note that some applications have
the ability to periodically save a document, but this is not a guarantee that it has the latest infor-
mation.) Figure 1.17 shows memory modules when they are not installed into the motherboard
memory slots. Look back to Figure 1.16 to see the memory modules installed in the motherboard.
Memory is covered in great detail in Chapter 6, “Memory.”
14 Complete A+ Guide to IT Hardware and Software

FIGURE 1.17 Memory modules

A device may have a cable that connects the device to the motherboard. Other devices require
an adapter. An adapter is an electronic card that plugs into an expansion slot on the mother-
board. Other names for an adapter are controller, card, controller card, circuit card, circuit board,
and adapter board. Adapters allow someone to add a functionality or enhancement that is not pro-
vided through the ports on the motherboard. An example is someone who wants better sound or
video graphics, or additional ports of some type in order to connect external devices. Figure 1.18
shows an adapter. Notice how the contacts at the bottom are a particular shape. Chapter 3, “On
the Motherboard,” goes into more detail about the types of expansion slots and adapters. You can
also look back to Figure 1.16 to see a video adapter installed into a motherboard expansion slot.

FIGURE 1.18 Adapter

 CHAPTER 1: Introduction to the World of IT 15

TECH TIP

1
How to identify an adapter’s function

CHAPTER
Tracing the cable attached to an adapter or looking at the device connected to the adapter can
help identify an adapter’s function.

The following are the generic steps for installing adapters:

Step 1. Always follow the manufacturer’s installation directions. Use an antistatic wrist strap
when handling adapters. Electrostatic discharge (ESD) can damage electronic parts.
(See Chapter 5, “Disassembly and Power,” for more details on ESD.)
Step 2. Be sure the computer is powered off and unplugged.
Step 3. Remove any brackets from the case or plastic covers from the rear of the computer that
may prevent adapter installation. Install the adapter in a free expansion slot and reat-
tach any securing hardware.
Step 4. Attach any internal device cables that connect to the adapter, as well as any cables that
go to an external port on the adapter.
Step 5. Attach any internal or external devices to the opposite ends of the cable, if necessary.
Step 6. Power on any external devices connected to the adapter, if applicable.
Step 7. Reattach the computer power cord and power on the computer.
Step 8. Load any application software or device drivers needed for the devices attached to the
adapter.
Step 9. Test the device connected to the adapter.

See Figure 1.19 for an illustration of a motherboard, expansion slots, memory, and an adapter
in an expansion slot.
Expansion slots

Adapter
Memory

Motherboard

FIGURE 1.19 Motherboard with expansion slots and an adapter

16 Complete A+ Guide to IT Hardware and Software

Mice and Keyboards

Input devices, such as the mouse and keyboard, attach to the motherboard. The most common
type of mouse is an optical mouse, which has optical sensors that detect the direction in which
the mouse moves. It uses reflections from light-emitting diodes (LEDs) from almost any surface
to detect the mouse location. Mice commonly can be adjusted for sensitivity—how far you have
to move the mouse to move the cursor on the screen a desired amount. Mice are rated in dots per
inch (DPI), or how many dots (pixels) on the screen the mouse moves per square inch. The higher
the number, the more sensitive the mouse. Mouse sensitivity can range from 100 to 6400 DPI;
mice with higher DPI numbers are typically used for gaming or design. Figure 1.20 shows a photo
of the bottom of an optical mouse.

FIGURE 1.20 Optical mouse

A keyboard is an input device that connects to a port on the motherboard or attaches wire-
lessly. Features users look for in a keyboard include a separate numeric keypad for those that have
to input a great deal of numbers, adjustable tilt legs, and spill resistance. Figure 1.21 shows the
type of keyboard and mouse that are commonly used with a tower, desktop, or all-in-one computer.

FIGURE 1.21 Keyboard and mouse

 CHAPTER 1: Introduction to the World of IT 17

Mouse and Keyboard Preventive Maintenance

1
Mouse cleaning kits are available in computer stores, but normal household supplies also work.

CHAPTER
Use the following procedures to clean an optical mouse:
> Wipe the bottom with a damp, lint-free cloth.
> Use compressed air to clean the optical sensors.

Keyboards also need periodic cleaning. Figure 1.22 shows keyboard-cleaning techniques.

Wipes Brush

Vacuum Compressed air

1. Turn keyboard upside down 2. Clean the keyboard (several options shown)
and gently shake out debris

FIGURE 1.22 Keyboard cleaning techniques

Keyboard/Mouse Troubleshooting
One of the easiest ways to determine whether a keyboard is working is to press the ç or ˆ key
and watch to see if the keyboard light illuminates. Sometimes an application setting may be caus-
ing what appears to be a keyboard problem. Use another application to see if the keyboard is the
problem. Keyboards can have LED lights that indicate particular functions. Table 1.3 lists the most
common ones. Note that different vendors label the lights in various ways.

TABLE 1.3 Common keyboard lights

Associated Keyboard light Description
toggle key

ˆ Number lock (NUM Toggles the 10-key pad between digits 0 through 9 and
LOCK) various functions, such as HOME, PG UP, PG DOWN,
END, and various arrow keys.

ç Capital letters lock Toggles between all uppercase and lowercase letters.
(CAPS LOCK)

ß Scroll lock A rarely used key used to prevent scrolling and use of the
arrow keys to progress through information displayed.

TECH TIP
One key doesn’t work
If a particular key is not working properly, remove the key cap. A small, flat-tipped screwdriver
can assist with this. After removing the key cap, use compressed air around the sticky or malfunc-
tioning key.
18 Complete A+ Guide to IT Hardware and Software

If coffee or another liquid spills into a PC keyboard, all is not lost. It is sometimes possible
to clean a PC keyboard by disconnecting it, removing any batteries it might have, and soaking it
in a bathtub or a flat pan of water. Distilled or boiled water cooled to room temperature works
best. Afterward, the keyboard can be disassembled and/or scrubbed with lint-free swabs or cloths.
However, PC keyboards and mice are normally considered throw-away technology. It is cheaper
to get a new one rather than spend a lot of time trying to repair it.

Common Peripherals
Many devices connect to a computer to provide input, such as a mouse or keyboard, or output,
such as a display. Some devices can be both input and output devices, such as smart TVs, set-top
boxes (the boxes used to connect a TV to a cable or satellite system), Musical Instrument Digital
Interface- (MIDI-) enabled devices (which are electronic musical devices), touchscreens, or print-
ers. In the case of a printer, data is sent from a computer to the printer, and the printer can send
data (information), such as an out-of-ink message, back to the computer. Figure 1.23 shows some
common input and output devices.

Input Devices Output Devices

Mouse, Keyboard, Digital Pen, Digital Tablet, Printer, Speakers, Display Devices
Finger, Signature, Pad, TouchScreen, Track Pad,
TouchPad, Trackball, Track Stick, Stylus, Barcode
Reader, Digitizer, Game Pad/Console, Joystick,
Scanner, Camera

FIGURE 1.23 Input and output devices

Table 1.4 lists various peripherals that you will see used and attached to computers today.

TABLE 1.4 Common peripherals

Peripheral Description
Printer An output device that transfers information such as text and graphics from a
computer onto paper or other media.
Flatbed An input device that digitizes words or graphics and can be used as a copier. A
scanner scanner may have an automatic document feeder (ADF) that allows one or more
documents to be fed into the scanner.
Barcode A handheld device that reads a code displayed as a series of vertical lines of
scanner/ varying widths or a quick response (QR) code that is a square that has embedded
QR scanner information such as a website within the displayed pattern (see Figure 1.24).
VR headset A virtual reality (VR) device that is worn over the eyes to see a high-definition
image or situation as part of a game, demonstration, or tour (see Figure 1.25).
 CHAPTER 1: Introduction to the World of IT 19

Peripheral Description

1
Touchpad A space on a laptop below the keyboard that is used to control the cursor.

CHAPTER
Signature A digital input device that allows users to digitally sign their names, such as
pad when credit cards are used at a checkout register.
Game An input device used with games or entertainment systems.
controller
Camera/ An input device used to capture video images or motion. More information can
webcam be found in Chapter 8, “Multimedia Devices.”
Microphone An input device used to capture sound. More information can be found in
Chapter 8.
Headset An input/output device that commonly has a microphone and headphones, as
shown in Figure 1.26.
Projector An output device used to show an image on a screen or wall. The amount of
brightness the projector outputs is measured in lumens. Common projector
specifications for a business or educational environment is 2500 to 6000
lumens. Use the higher lumens projector for rooms that have windows or lights
that cannot be dimmed.
External An external hard drive, flash drive, or memory used to store data. These devices
storage are covered in detail in Chapters 6, “Memory,” and 7, “Storage Devices.”
drive
KVM A switch that enables connectivity of devices so they can be shared between
computers (see Figure 1.27). For example, one keyboard, one mouse, and one
display and two computers could connect to a keyboard, video, and mouse
(KVM) switch.
Magnetic A device that accepts cards that are inserted into the device in order to read
reader/chip data from the card or the chip on the card.
reader
NFC device/ A device that accepts cards that are tapped against the display (tap-to-pay) or
tap-to-pay held in close proximity (near field communication [NFC]) in order to read data
device from a smartphone or card.
Smart card A device that can read data from a card that has a magnetic strip such as a
reader credit card, special business card, ID card, or room access card.

Barcode QR code

FIGURE 1.24 Barcode and QR code

20 Complete A+ Guide to IT Hardware and Software

FIGURE 1.25 VR headset

FIGURE 1.26 Headset

 CHAPTER 1: Introduction to the World of IT 21

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CHAPTER
FIGURE 1.27 KVM switch

1s and 0s
Computers are digital devices. That means they understand 1s and 0s. One 1 or one 0 is known as
a bit. In actuality, a 1 is simply a voltage level. So, when we type characters into a word process-
ing application, the keyboard translates those characters into voltage levels. Figure 1.28 shows
this concept. Notice that each letter is represented by a combination of eight 1s and 0s. Each 1 is
a voltage level sent to the motherboard (and components on it). Each 0 is simply the absence of a
voltage level.

What we
see
What a
computer
sees

FIGURE 1.28 Binary bits

Technicians need to be able to describe capacities such as hard drive capacities and available
drive space. Eight bits grouped together are a byte. Figure 1.29 shows a hot dog divided into eight
sections (which make a big old “byte”).
22 Complete A+ Guide to IT Hardware and Software

FIGURE 1.29 A byte

Approximately 1,000 bytes is a kilobyte (kB), as shown in Figure 1.30. 1 kB is 1,024 bytes
to be exact, but industry folks simply round off the number to the nearest thousand for ease of
calculation. Approximately 1 million bytes is a megabyte (MB), but a true megabyte is 1,048,576
bytes. 540 megabytes is abbreviated as 540 MB, or 540 M. Notice in Figure 1.31 that a megabyte
stores a lot more 1s and 0s than a kilobyte.
Approximately 1 billion bytes (1,073,741,824 bytes) is a gigabyte (GB), which is shown as
1 GB or 1 G. Approximately 1 trillion bytes (1,099,511,627,776 bytes) is a terabyte, which is
shown as 1 TB or 1 T. Figures 1.32 and 1.33 show how storage capacities get larger.
 CHAPTER 1: Introduction to the World of IT 23

1
CHAPTER
FIGURE 1.30 A kilobyte

FIGURE 1.31 A megabyte

FIGURE 1.32 A gigabyte

24 Complete A+ Guide to IT Hardware and Software

FIGURE 1.33 A terabyte

When information needs to be expressed exactly, binary prefixes are used. For example, when
describing the value 210 (1,024), instead of saying this it is 1 kilobyte, which people tend to think
of as approximately 1,000 bytes, the term kibibyte (KiB) is used. When describing the value 220, or
1,048,576, the term mebibyte (MiB) is used. Table 1.5 shows the terms used with computer storage
capacity and binary prefixes when exact measurements are needed.

TABLE 1.5 Storage terms and binary prefixes

Term Abbreviation Description
Kilobyte/kibibyte kB/KiB ~1 thousand bytes/210 bytes
Megabyte/mebibyte MB/MiB ~1 million bytes/220 bytes
Gigabyte/gibibyte GB/GiB ~1 billion bytes/230 bytes
Terabyte/tebibyte TB/TiB ~1 trillion bytes/240 bytes
Petabyte/pebibyte PB/PiB ~1,000 trillion bytes/250 bytes
Exabyte/exbibyte EB/EiB ~1 quintillion bytes/260 bytes
Zettabyte/zebibyte ZB/ZiB ~1,000 exabytes/270 bytes
Yottabyte/yobibyte YB/YiB ~1 million exabytes/280 bytes

Frequencies are also important measurements in computers because people want to know how
fast their computers, processors, memory, and other parts are operating. Frequencies are shown
in similar measurements, but instead of bits (b) or bytes (B), speeds are shown in hertz (Hz). A
hertz is a measurement of cycles per second. Something that operates at approximately 1 million
cycles per second is said to operate at 1 megahertz (1 MHz). For 1 billion cycles per second, the
measurement is known as 1 gigahertz, or 1 GHz. Transfer speeds are commonly shown in bits per
second, such as gigabits per second, or Gb/s, or bytes per second, such as in megabytes per second,
 CHAPTER 1: Introduction to the World of IT 25

or MB/s. Notice the capital letter B to indicate bytes as compared to the lowercase b to indicate
bits. These measurements are used in a lot of IT-related hardware and software.

1
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Safety Notes
Safety is covered in each chapter, especially in Chapter 5, but no book on computer repair can
begin without stating that both the technician and the computer can be harmed by poor safety
habits. Before beginning any PC service, remove jewelry. To protect yourself and the computer,
make sure to power off the computer and remove the power cord when disassembling, installing,
or removing hardware or when doing preventive maintenance (cleaning).

TECH TIP
Some things should be left alone
Never take apart an older CRT monitor or power supply unless you have been specifically trained
on these components.

Technicians can also be harmed when doing menial tasks such as lifting a computer or heavy
laser printer. Lifting is a common requirement listed in IT job advertisements or explained during
interviews. Technical jobs frequently specify a maximum lifting requirement of 40 to 50 pounds.
Use proper safety precautions, such as those shown in Figure 1.34. The type of equipment you
need and things you can do to prevent harm to the computer are covered more explicitly in Chapter
5, on power and disassembly.

Remove jewelry • Bend at the knees

before working • Use your legs to lift
inside of a computer • Use lifting aids when possible
• Ask for assistance when possible

FIGURE 1.34 Safety tips

Chapter Summary

> Many IT roles require detailed knowledge of PC hardware and software.

> Computer technicians should actively listen, have a positive attitude, and use logic when solv-
ing problems.
> The CompTIA A+ certification requires two exams: 220-1001 and 220-1002. Many people
break into the IT field with this certification.
> IT staff must be proficient at searching for information on the Internet, capturing files, and
documenting technical information.
> Computers consist of hardware (the physical parts), software (the operating system and ap-
plications), and firmware (hardware that contains software).
26 Complete A+ Guide to IT Hardware and Software

> A technician needs to be able to identify important computer parts installed in a computer and
as standalone parts: case, keyboard, mouse, motherboard, monitor, power supply, hard drive,
optical drive, adapter, and memory.
> A technician needs to know the purposes of common peripherals used in industry: printer,
ADF/flatbed scanner, barcode/QR scanner, VR headset, touchpad, signature pad, game con-
troller, camera/webcam, microphone, speakers, headset, projector, external storage device,
KVM, magnetic/reader, chip reader, NFC/tap-to-pay device, and smart card reader.
> Mice, keyboards, and touchscreens are important input devices. Mice and keyboards can be
wired or wireless.
> Safety is important when working on a computer. Power it down and remove the power cord
before working inside it.
> Use proper lifting techniques when servicing equipment.

A+
CERTIFICATION ✓ Get a good night’s rest the night before the exam.

EXAM TIPS ✓ Ensure that you are knowledgeable about and proficient with all of the terms and technologies
listed in the official CompTIA A+ exam objectives. Some students study for a particular exam
by going through the objectives one by one and reviewing the material as they go through.
✓ Ensure that you can identify the basic parts of a computer and explain the purpose of
each one. Ensure that you know the following parts: hard drive, DVD drive, power supply,
motherboard, and RAM.
✓ Know the purpose of common peripherals used in the industry: printer, ADF/flatbed scanner,
barcode/QR scanner, monitor, VR headset, optical drive, mouse, keyboard, touchpad,
signature pad, game controller, camera/webcam, microphone, speakers, headset, projector,
external storage device, KVM, magnetic/reader, chip reader, NFC/tap-to-pay device, and
smart card reader.
✓ Know the following safety procedures: disconnect power, remove jewelry, lifting techniques,
and weight limitations.
✓ Review the “Soft Skills” section at the end of the chapter. Make sure you know what open-
ended questions are.

Key Terms
adapter 14 gigabyte 22 operating system 9
ADF 18 hard drive 11 optical drive 11
barcode scanner 18 hardware 9 PC 9
BIOS 10 headset 19 power supply 10
bit 21 keyboard 16 printer 18
brightness 19 kilobyte 22 projector 19
byte 21 KVM switch 19 QR scanner 18
camera 19 lumens 19 RAM 13
chip reader 19 magnetic reader 19 signature pad 19
device driver 9 megabyte 22 smart card reader 19
DVD drive 11 memory 13 software 9
expansion slot 14 microphone 19 tap-to-pay device 19
external storage device 19 monitor 10 terabyte 22
firmware 10 motherboard 13 touchpad 19
flatbed scanner 18 mouse 16 VR headset 18
game controller 19 NFC device 19 webcam 19
 CHAPTER 1: Introduction to the World of IT 27

Review Questions

1
CHAPTER
1. Match each part to the appropriate description.
____ motherboard a. Converts AC to DC
____ RAM b. Holds the most data
____ DVD drive c. Has the most electronics
____ hard drive d. Fits in an expansion slot
____ adapter e. Contents disappear when power is off
____ power supply f. Holds a disc

2. Which device would commonly be found in a laptop?

[ mouse | barcode scanner | touchpad | signature pad ]
3. Which of the following are important suggested Internet search tips? (Choose two.)
a. Try another search engine if the first one does not provide satisfactory results.
b. Use as many common words as possible, like the, in, at, or for.
c. Put quotation marks around two or more words that might be found consecutively in output.
d. Use as few words as possible.
e. Avoid using the name of the equipment manufacturer.
4. Which type of memory is commonly found on a motherboard?
_________________________________________________________________________________
5. When lifting a heavy computer, you should squat, bend at the knees, and use your legs to lift. [ T | F ]
6. How many tests must a person take in order to be A+ certified?
[0|1|2|3|4]
7. Is the following question open ended or closed ended? You say your computer has been running
slowly since Monday. Which applications have you installed this week? [ open ended | closed ended ]
8. List one example of having a positive attitude.
_________________________________________________________________________________
_________________________________________________________________________________
_________________________________________________________________________________
_________________________________________________________________________________
9. Which of the following devices are common output devices? (Select all that apply.)
[ digital piano | speakers | display | stylus | track stick | barcode reader | printer ]
10. People who work with computers might be expected to lift up to how many pounds?
[ 10 to 20 | 20 to 30 | 30 to 40 | 40 to 50 ]
11. Which Microsoft Windows application could be used to create a text file?
[ Textpad | Notepad | WriteIt | NoteIt ]
12. Which Windows tool can be used to capture the screen?
[ Notepad | Bluetooth | Internet Explorer | Snipping Tool ]
13. Rewrite the following conversation into an open-ended question.
Technician: Good morning. I have a service log that states you are getting an error message whenever
you access a PDF file. Have you done your Acrobat updates lately?
_________________________________________________________________________________
_________________________________________________________________________________
_________________________________________________________________________________
28 Complete A+ Guide to IT Hardware and Software

14. List one procedure you would do to help an erratic optical mouse.
_________________________________________________________________________________
_________________________________________________________________________________
15. Match the capacity to the description.
____ bit a. 8 bits
____ kilobyte b. a 1 or a 0
____ megabyte c. approximately 1,000 bytes
____ byte d. approximately 1 million bytes
____ gigabyte e. approximately 1 trillion bytes
____ terabyte f. approximately 1 billion bytes

16. Match the peripheral to the description.

____ flatbed scanner a. has an ADF
____ KVM b. might send you to a web page
____ QR scanner c. used to capture video
____ touchpad d. allows two computers to share multiple monitors
____ webcam e. found on a laptop near the keyboard

17. What is a feature of an optical mouse?

a. LEDs
b. contacts
c. volatility
d. electrical conversion
18. Which device is normally found inside a computer?
[ touchpad | printer | headset | hard drive ]
19. Which device normally can be seen if looking inside a desktop computer with the cover off and when
normally looking at the computer?
[ hard drive | motherboard | DVD drive | RAM ]
20. Where can you find RAM in a desktop computer?
a. inside the power supply
b. inserted into the motherboard
c. below the keyboard
d. in a KVM
 CHAPTER 1: Introduction to the World of IT 29

Exercises

1
CHAPTER
Exercise 1.1 Identifying Tower Computer Parts
Objective: To identify various computer parts correctly
Procedure: Identify each computer part in Figure 1.35.
1. __________________

2. _____________

9. __________ 3. _____________

8. __________

7. __________

6. __________ 5. __________ 4. _____________

FIGURE 1.35 Tower computer parts identification

1.
2.
3.
4.
5.
6.
7.
8.
9.
30 Complete A+ Guide to IT Hardware and Software

Exercise 1.2 Identifying Computer Parts

Objective: To identify various computer parts correctly
Procedure: Identify each computer part in Figure 1.36.

1 2 3 4

5 6 7 8

9 10

FIGURE 1.36 Computer parts identification

1.
2.
3.
4.
5.
6.
7.
8.
9.
10.

Activities

Flip Internet Discovery

the
CLASSROOM Objective: To obtain specific information from the Internet regarding a computer or its associated
parts
Parts: Computer with Internet access
Procedure: Using the Internet, locate technical information about a computer. Answer the following
questions based on the retrieved information. Note that you may need to open more than
one document in order to answer the questions.
 CHAPTER 1: Introduction to the World of IT 31

Questions:
1. What is the name of the computer for which you found technical information?

1
CHAPTER
_________________________________________________________________________________
2. How much RAM comes with the computer?
_________________________________________________________________________________
3. Which URL did you use to find this information?
_________________________________________________________________________________
4. Which search term(s) would you use for the following scenario? An HP Windows 10 computer has
a Samsung ML-2160 laser printer attached. This printer supports both wired and wireless printing.
The computer that is wired to the printer can print just fine, but no wireless devices in the house can
access or even see the printer.
_________________________________________________________________________________
_________________________________________________________________________________
5. Which search term(s) would you use in a search engine to help a friend who has accidentally deleted
a file on a Windows 7 computer?
_________________________________________________________________________________
6. Which search terms would you use to find a video that shows you how to add an application to a
Windows 8.1 desktop?
_________________________________________________________________________________

Flip Soft Skills

the
CLASSROOM Objective: To enhance and fine-tune a future technician’s ability to listen, communicate in both
written and oral forms, and support people who use computers in a professional manner
Procedure:
1. In a team environment, list three qualities that are important in a computer technician. Create
scenarios that demonstrate these qualities. Share these findings in a clear and concise way with the
class.
2. In a team environment, list three qualities that are not good practices for computer technicians. Create
scenarios that demonstrate these qualities. Share these findings in a clear and concise way with the
class.

Flip Critical Thinking Skills

the
CLASSROOM Objective: To analyze and evaluate information as well as apply learned information to new or
different situations
Procedure:
1. Find an advertisement for a computer in a local computer flyer, in a newspaper, in a magazine, in a
book, or on the Internet. List the components you know in one column and the components you do
not know in another column. Select one component you do not know and research that component.
On a separate piece of paper, write a description of the component, based on your research, and then
share it with at least one other person. Write the name of the person with whom you shared.
2. Why do you think that many computer components are considered “throw-away” technology? List
your reasoning. In groups of three or four, share your thoughts. Nominate a spokesperson to share
your group reaction in two sentences or less.
3. One device touts a transfer speed of 100 Mb/s, whereas another device advertises 50 MB/s. Compare
the two devices’ transfer speeds and indicate which one is faster. Locate a component you have or
would like to have. Compare products paying particular attention to the transfer speed. Document
your findings.
This page intentionally left blank
Index

Symbols 10GBaseER Ethernet standard, 641 AAA (Authentication, Authori-

10GBaseLR Ethernet standard, 641 zation, Accounting), 966
[command name] /? command, 782 10GBaseLX4 Ethernet standard, 641 AAX (Audible enhanced audio) file
μPGA (micro pin grid array) 10GBaseSR Ethernet standard, 641 extension, 747
sockets, 85 10GBaseT Ethernet standard, 641 AC (Alternating Current), 180
== (comparison operators), 814 +12 V power supplies, 198 AC circuit testers, 199
! (exclamation points), Device 16-bit sound cards, 327 Accelerated Graphics Port. See AGP
Manager, 149 accelerometers, gaming apps, 439
24-bit sound cards, 327
+5 V power supplies, 198 access
24-pin motherboard connectors, 185
+12 V power supplies, 198 access attacks, network security,
32-bit OS (Operating Systems),
727-728 979
Numbers access denied messages
56 kbps modems, 577-579
1.8-inch hard drives, 483 64-bit OS (Operating Systems), printer issues, 407
1s and 0s, 21-22 727-728 shared folders/hidden shares,
2.0 audio subsystems, computer 100BaseT Ethernet standard, 641 992
design, 540 115 V vs 220 V input voltage, 184 command prompts, 786
2.1 audio subsystems, computer 568A/B cabling standard, 56 environment variables, 805
design, 540 802.11a wireless standard, 447, 651 parental controls, 1013
2.4 GHz radio frequency, wireless 802.11ac wireless standard, 447, 651 remote network devices, 801
networks, 650 802.11ad wireless standard, 651 unauthorized access, mobile
2.5-inch hard drives, 253, 483 802.11b wireless standard, 447, 651 devices, 501
3.5-inch hard drives, 253 802.11e wireless standard, 651 access time (memory), 224-225
3D printers, 361, 372-374 802.11g wireless standard, 447, 651 Accessibility setting (macOS,
3G networks, 451, 588 System Preferences), 929
802.11i wireless standard, 651
4G networks, 451, 588 accessories, mobile devices, 428
802.11n wireless standard, 447, 651
4GB RAM, 222 accounts
1000BaseLX Ethernet standard, 641
+5 V power supplies, 198 AD accounts, 984-986
1000BaseSX Ethernet standard, 641
5 GHz radio frequency, wireless administrator accounts, 871
1000BaseT Ethernet standard, 641
networks, 650 child accounts, parental
5G networks, 451, 588 A controls, 1013
6a UTP cables, 628 email, hijacked accounts, 1007
8-bit sound cards, 326 A-Series processors, 85 Power Users groups, 871
10BaseT Ethernet standard, 641 A-Series PRO processors, 85 recovery, 871, 1000
standard user accounts, 871
1154 accounts

UAC, 872 PnP, 132

user accounts removing, 167, 173, 180
adding credentials to Windows, 868 SATA, 268
administrator accounts, 871 USB-to-HDMI adapters, 491
Credential Manager, 867-870 video adapters, 140-143, 195, 541
credentials, 866 add-on video cards, 140
Device Manager, 873 add-ons, 606
editing, 870 adding computers to domains, 665
Local Users and Groups tool, 870-871 addresses
Power Users groups, 871 broadcast addresses, 648, 1087
recovery options, 871 end-user device configuration, 665-666
removing credentials from Windows, 869 host addresses, 647
standard user accounts, 871 IP addresses, 645-647, 666, 1085-1087
UAC, 832, 872 IPv4 addresses, 646-650
ACL (Access Control Lists), 845, 969 IPv6 addresses, 646
ACPI (Advanced Configuration and Power Interface) link-local, 646
ACPI Function power setting, 193 MAC addresses, 645-646, 694
BIOS/UEFI settings, 192-193 private IP addresses, 647
configuring, 121 public IP addresses, 647
hibernate mode, 192 ADF (Automatic Document Feeders), 18, 335
operating states, 191-192 administrators, 981
sleep/suspend mode, 192 accounts, 871
Wake on LAN feature, 192-193, 672 AP, 676
Wake on Ring feature, 192 command prompt privileges, 771
activation clocks, re-arming, 842-843 defragmenting hard drives, 877
active cables, 38 groups, 981
active listening skills, 2, 105-106 passwords, changing, 982
active status state (disk management), 297 privileges, commands, 803
Activity Monitor (macOS), 930 rights, 853-855
AD (Active Directory), 732, 983. See also users, managing shares, 991
accounts, 984-988 ADSL (Asymmetrical DSL), 584-585, 653
data storage, 986 Advanced Boot Options menu, 887-889
domains, managing, 795 Advanced Configuration and Power Interface. See ACPI
group policies, 987-988 Advanced tab (Internet Explorer 11, Internet Options
groups, adding users to, 984 window), 599, 607-608
local security policies, 987 Aero, 832
ad hoc mode, wireless networks, 398, 654 aerosol cans, disposal, 179
adapters AES (Advanced Encryption Standard), 651, 671, 1001
advantages of, 58 AFP (Apple Filing Protocol), 696
cleaning, 178 After Power Failure power setting (ACPI), 193
configuring, 132-133 AGP (Accelerated Graphics Ports)
defined, 14 bus speeds, 77
DVI-to-HDMI adapters, 41 slots, 95-97
DVI-to-VGA adapters, 41 video adapters, 195
grounding problems, 162-165 AHCI (Advanced Host Controller Interface) mode, 271
installing, 15, 132-135 AI (Adobe Illustrator) extension, 747
miniPCI/PCIe adapters, 469 airborne particle pollution, UPS/SPS battery backups,
network, 791-792 1057-1058
non-video adapters, power consumption, 195 air (compressed), 178, 1044
PCIe, removing, 98-99 air filters, 178, 538, 1044
 API Mode (Zigbee devices) 1155

air vents, 189 interference, 661

airflow, 190 isotropic antennas, 661
Airplane Mode, 448 laptops, 488
AirPrint print servers, 399 MIMO antennas, 651, 663
alcohol (denatured), cleaning printers, 178 MU-MIMO antennas, 651, 664
alerts, Windows Firewall alert options, 1011 omnidirectional antennas, 660-661
all-in-one computers, disassembling, 176 parabolic antennas, 663
alphanumeric characters (Windows scripting, variables), patch antennas, 663
810 signal strength, 662
Alternate Mode (USB ports), 44 site surveys, 662
alternative configurations, 668 WiFi antennas, 493
ALU (Arithmetic Logic Units), 74 wireless networks, 488, 660-664
AM3 sockets, 86 Yagi antennas, 663
AM3+ sockets, 86 antimalware
AM4 sockets, 86 Disable Early Launch Anti-Malware Protection (Ad-
Amazon Marketplace, 442 vanced Boot Options menu), 888
AMD (American Micro Devices) firewalls and, 1009
Direct Connect, 80 logical security, 968
processors, 84-85 mobile devices, 464, 499
AMI BIOS/UEFI chips, audio beeps (POST codes), 546 antistatic bags, 164, 1049
amplification (speakers), 331-332 antistatic brushes, 178
amps (amperes), 182 antistatic measures, motherboards, 103
analog phone lines versus digital phone lines, 578 antistatic wrist straps, 162-163
analog signals, 35 antivirus software, 840, 978
AND operators (Windows scripting), 817 Disable Execute Bit, 121
Android, 423, 729 firewalls and, 1009
Amazon Marketplace, 442 logical security, 968
Android Backup Service, 460 mobile devices, 499
APK, 442 reinitializing, 843
apps, 439-442 rogue antivirus applications, 1003
authentication, 457 security policies, 960
backups, 459-460 AP (Access Points), 652-654
Bluetooth, 446 administration, 676
factory resets, 460, 501 channel IDs, 657-659, 676
hard resets, 505 D-Link, 1150
interacting with (gestures), 434-435 data speed ranges, 664
location tracking, 501 MAC address filtering, 1022

INDEX
lock screen, 435 maintenance, 676
mutual authentication for multiple services, 457 omnidirectional antennas, 661
notification areas, 432 passwords, 1022
Recovery Mode, 461, 505 PoE injectors, 657
security, 500-503 PoE switches, 657
smart cameras, 421-423 repeaters, 656
sound settings, 490 security, 676, 1022-1024
synchronization, 457 SSIDs, 655
system bars, 432 storage, 676
antennas wireless AP, 675-677, 1017, 1023-1024
attenuation, 661 APFS (Apple File System), macOS support, 934
directional antennas, 660 API (Application Programming Interfaces), 329
gain, 662 API Mode (Zigbee devices), 679
1156 APIPA (Automatic Private IP Addressing), end-user device configuration

APIPA (Automatic Private IP Addressing), end-user device authenticator apps, 500, 966
configuration, 667 automatically loading programs from startup,
APK (Application Packages), 442 stopping, 883
App History tab (Task Manager), 893 buying, OS and, 724
apparent power, 184 cell tower analyzers, 465
appearance/grooming (technicians, communication skills), closing, 442
516-517, 1067 cloud-based apps, 594
Apple computers, motherboards, 104 compatibility, troubleshooting, 731
Apple Configurator free app, 464 critical apps, backups, 998
Apple ID (macOS), 923 deleting, 442
Apple iOS, 423, 729 email apps, cloud computing, 594
Apple Digital AV adapters, 444 file types, defined, 731
App Store, 442 fitness apps, 455
apps, 439-442 folders, creating, 442
backups, 461-462 force stopping, 442
Bluetooth, 446 gaming apps, 439
factory resets, 501 geotracking apps, 439-441
hard resets, 505 Google Play, 442
iCloud backups, 461 GPS apps, 439
interacting with (gestures), 434-435 high resource utilization, 505
iTunes backups, 462 installing, 442, 506
Lightning ports, 443 iTunes, 442
location tracking, 501 launching, 858
lock screen, 435 licensing, 973
notification areas, 432 light switches (smart), controlling, 681
resetting devices, 461 live tiles (Windows desktop), 734
restoring devices, 461 loading, troubleshooting, 507
security, 500-503 locator apps, 439-441
smart cameras, 421-423 log errors, 506
sound settings, 490 managing, 878
synchronization, 458-459 Microsoft Store, 442
system bar, 432 moving app icons, 442
Apple Macintosh OS. See macOS organizing, 442
Application layer piracy, 973, 1026
OSI model, 644 process IDs, listing, 801
TCP/IP model, 645, 697 QR codes, 442
application logs repairing, 859
Event Viewer, 864-865 rogue antivirus apps, 1003
reviewing (troubleshooting), 543 SDK, 442
Apply button (Windows dialog boxes), 744 side loading, 442
App Store (macOS), 929 side-by-side apps (Windows), 832
Apple IDs, 923 synchronizing, 594, 859
system updates, 924 system requirements, 858
apps, 439 troubleshooting, 505-507, 859, 864, 893
Amazon Marketplace, 442 uninstalling, 442
antivirus apps (rogue), 1003 virtual apps, cloud computing, 594
APK, 442 WiFi analyzers, 464
Apple Configurator free app, 464 Windows 7 taskbar, pinning apps to, 739
app scanners, 464 Windows apps, disabling, 891
App Store, 442
 automatically loading programs from startup, stopping 1157

Windows Firewall, 1010 ODD, 325, 334

alert options, 1011 ports, 50, 59, 324-326
allowing programs through, 1011 resolution, 327
profiles, 1012 sound cards, 333-334, 540
troubleshooting, 1012-1013 8-bit sound cards, 326
verifying operation, 1011 16-bit sound cards, 327
Windows installations, 857-860 24-bit sound cards, 327
apt-get command (Linux), 944, 947-948 analog to digital conversions, 326
APU (Accelerated Processing Units), 82 frequency response, 327
AR (Augmented Reality) headsets, 428 installing, 328
Arch website, 939 Windows, 328-329
arithmetic logic units. See ALU Sound setting (macOS, System Preferences), 928
ARP (Address Resolution Protocol), 694 sound waves, 326
arrays, adding, 875 speakers, 330-334, 540, 683
articles/knowledge bases, 1062 troubleshooting, 322, 329, 333-334, 854
artifacts, troubleshooting, 148 voice-enabled smart speakers, 683
aspect ratios (displays), 541 VoIP, 329
asset tags, inventory management, 1063 audio/video editing workstations, 530, 538
assistants (digital), 683 auditing, 988
asynchronous transmissions, 575-576 AUP (Acceptable Use Policies), 960, 973, 1064
ATA (AT Attachment), 261 authentication, 981
ATAPI (AT Attachment Packet Interface), 261 Android, 457
ATM (Asynchronous Transfer Mode), network connec- authentication servers, 693, 972
tivity, 706 authenticator apps, 966
Atom Intel processors, 84 biometrics, 966-968
attenuation (antennas), 661 EAP, 1018
attitudes (positive), technicians, communication skills, Kerberos protocol, 971
237, 350-351, 1069 logical security, 968
attrib command, 779, 782 multifactor authentication
ATX connectors, 189 logical security, 968
ATX motherboards, 101 physical security, 966
ATX power supplies, 185-188 open authentication, 1018
audio physical security, 961
2.0 audio subsystems, computer design, 540 RADIUS, 966
2.1 audio subsystems, computer design, 540 shared key authentication, 1018
Android settings, 490 single-factor authentication, physical security, 966
Apple Digital AV adapters, 444 software tokens, 966

INDEX
Apple iOS settings, 490 SSO, network security, 980
audio beeps (POST codes), 546-547 TACACS, 966
computer design, 540 TPM, 963, 971
digitized sound, 327 two-factor authentication, physical security, 966
headphones, 334 WEP authentication, 946
headsets, 19, 330 Authenticator apps, mobile devices, 500
laptops, troubleshooting, 490 authorization, 963, 981
microphones, 19, 329, 540 Auto-Detect feature (BIOS), 271
laptop displays, 493, 498 auto-switching power supplies, 184
unauthorized activation, 502 automatic disk checking, 785
mobile devices, troubleshooting, 513 Automatic Update, 846-848
motherboard speakers, 324 automatically loading programs from startup, stopping,
muting, 329 883
1158 automating

automating macOS
installations, 842-843 disk backup requirements, 925
tasks via scripts, 803 Time Machine, 924-925
automobiles, mobile device synchronization, 456 mobile devices
AutoPlay function, disabling, 1001 Android devices, 459-460
AutoRun function, disabling, 1001 Apple iOS devices, 461-462
auxiliary fans remote backups, 455
installing, 189-190 Windows devices, 462
power consumption, 195 OneDrive, 462
Available Physical Memory field (Task Manager Per- photos, Android devices, 460
formance tab), 231-232 remote backups, mobile devices, 455
restore points, 849
B testing, 998
back side buses, 76 Ubuntu, 943
Back to My Mac (iCloud), 923 video, Android devices, 460
backbone (networks), 694 wbadmin command, 802
backdoor attacks, network security, 979 Windows devices
backlights, laptop displays, 492 backing up before Windows OS installations, 840
backout plans (change management cycle), 1065 OneDrive, 462
backup operators, 981 Windows registry, 759, 848
backups, 542-543, 760-761 xcopy command, 802
Android Backup Service, 460 backward compatibility, 731
Android devices, 459-460 badges (security), 962
Apple iOS devices bags (antistatic), 164, 1049
iCloud, 461 bandwidth
iTunes, 462 buses, comparisons, 97
Backup and Restore utility (Windows 7), 849 cable modems, 584
batteries, 1054-1059 DSL modems, 585
cloud storage, 998-999 networks, 694
critical applications, 998 barcode scanners, 18, 335-336, 346, 1093
data backups, 998-999 barcodes, inventory management, 1063
Android devices, 460 basebands, 437, 694
centralized data storage, 1000 baseline reports, 901
offsite data storage, 1000 basic disk partitions, 838
differential, 999 basic disks (Windows Disk Management), 280
directories, 802 basic input/output system. See BIOS
File History, 849 basic storage (Windows Disk Management), 280
file-level backups, 999 BAT (batch) file extension, 747, 804
files, 460, 802 batch files, 804
folders, Android devices, 460 batteries. See also power supplies, batteries
full, 999 backups, 1054-1059
Google Drive, 460 cleaning, 178
hard drives, 998-999 CMOS, 123
iCloud, 461 digital cameras, 342
image-level backups, 999 disposal of/recycling, 1046-1048
incremental backups, 999 fuel cells, 473
iTunes, 462 laptops, 471-474
Linux, 943 life of, 511
local storage, 998 Li-ion batteries, 473, 504, 1047-1048
lithium regulations, 504
 blue-violet laser technology, Blu-ray drives 1159

mobile devices, 428-430 motherboards, 549

motherboards, 123-124 on-board NIC, 671
recycling programs, 124 passwords, 970-971
swollen batteries, 511 Phoenix BIOS/UEFI chips, audio beeps (POST
troubleshooting, 511 codes), 547
zinc-air, 473 POST, 116, 228, 235
baud, 576 power configuration, 121
BCD store, configuring, 782-783 RAID configuration, 284
bcdedit command, 782-783 recovery methods, 125
BD-R drives, 315 SATA ports, enabling, 268
BD-RE drives, 315 secure boot, 121
BD (Blu-ray Discs), 314 security, 126, 970-971
cleaning, 323 Setup program, 117
handling, 322 TPM, 121
region codes, 317-318 troubleshooting, 149
belts, inkjet printers, 365 UEFI, 116-122
best practices, OS, 952 flashing the UEFI, 124-125
bidirectional printing, 363 hardware configuration, 132
biometrics, 966 recovery methods, 125
biometric devices, configuring, 346-347 troubleshooting, 149
biometric locks, 963 updating, 126
facial recognition devices, 967-968 upgrading, 124-125
hand scanners, 967 virtualization, 121, 590
retinal scanners, 967 BIOS ROM checksum error—System halted message, 547
voice recognition devices, 967 bit depth, scanners, 337
BIOS (Basic Input/Output System), 10 BitLocker, 732, 1000
ACPI settings, 192-193 BitLocker To Go, 1000
advanced BIOS options, 120 bits, 21-22
AMI BIOS/UEFI chips, audio beeps (POST codes), black/blank screens, troubleshooting, 884
546 Blackblaze, 290
Auto-Detect feature, 271 blacklists/whitelists, 676, 1010
boot orders, updating in Windows installations, 843 blackouts (electricity), 1051
boot process, 544-545 blank pages, printing (printer issues), 404
Boot Sequence, changing, 122 blank screen on bootup, 103
CMOS, 123-126 Bloom’s Taxonomy, 528
configuring, 119-122, 271, 1144 blue screens, troubleshooting, 864
Disable Execute Bit, 121 Bluetooth, 444, 448

INDEX
drive encryption, 121 Bluetooth setting (macOS, System Preferences), 928
error messages (POST codes), 547-548 cell phone headsets, 652
exit options, 122 input devices, 60
flash, 118 installing, 446
flashing the BIOS, 124-125 laptop cards, replacing, 487
functions, 116 local printer connections, 388
hard drive configuration, 271 mobile devices, troubleshooting, 514-515
hardware configuration, 132 networks, 651-652
Hardware Monitor, 121 printers, networking, 397-398
iGPU, 121 USB-to-Bluetooth dongles, 446
interface configuration, 121 blue-violet laser technology, Blu-ray drives, 314, 317
intrusion detection/notification, 121
LoJack, 121
1160 Blu-ray Discs (BD)

Blu-ray Discs (BD), 314 Safe mode

cleaning, 323 macOS, 929
handling, 322 Windows installations, 844
region codes, 317-318 secure boots, configuring, 121
Blu-ray drives, 314-315, 317-318 security, 971
BMP (bitmap) extension, 747 Startup Disk setting (macOS, System Preferences),
BNC connectors, 40 929
Bonjour print servers, 399 troubleshooting, 197, 295, 544-545
boot options, 120 warm boots, 117, 551
boot orders, Windows installations, 843 botnets, 976-979
boot partitions, NTFS, 278 bps (Bits Per Second), 576
boot process BranchCache, 733
bcdedit command, 782-783 Bridged mode (virtual NIC), 673
boot partitions, 881 bridges, 652, 1095
bootree command, 783-784 bright spots, 145
defined, 724 brightness, projectors, 341
network boots, 880 broadband networks, 694
PXE, 880 broadcast addresses, 648, 1087
Safe Boot (System Configuration utility), 890-891 brownouts (electricity), 1051
Services tab (System Configuration utility), 891 browsers
Startup tab (System Configuration utility), 891 browsing history, 599
system files, 880-881 browsing tabs, 599
Tools tab (System Configuration utility), 892 encryption, 608
troubleshooting, 896 hijacked browsers, 608-610
Windows Internet Explorer 11, 597-608
Advanced Boot Options menu, 887-889 performance, 610
optimizing performance, 881-882 pop-ups, 609
overview of, 880-881 redirecting browsers, 608
reboots, 898 rootkits, 608
troubleshooting, 882-883 slow browsers, 610
boot sectors, 280 troubleshooting, 608-610
Boot Sequence, changing, 122 updating, 608
boot volumes, 281, 880 brute force attacks, network security, 979
bootloaders, 952 BSA (Business Software Alliance), 1026
bootrec command, 290, 783-784 BSOD (blue screen of death), 103, 146
bootups troubleshooting, 548
BIOS/UEFI security, 971 Windows updates, 886
blank screen on bootup, 103 Btrfs file system (Linux), 942
Boot Camp (macOS), 934 bubble jet printers. See inkjet printers
cold boots, 116 buffered memory, 217, 317
configuring, 120 burned-in images, troubleshooting, 147
continuous reboots, 103 burning discs, 317
DBR, 280 burning smells, troubleshooting, 198
inspection, 177 burnout (technician skills), avoiding, 907-908
Linux, 939 buses
MBR, 278 AGP speed, 77
multiboots, Windows, 833 back side, 76
reboots, troubleshooting, 197 bandwidth comparisons, 97
DIB, 80
external data, 73
 cables 1161

front side, 76 cables

HyperTransport, 80 568A/B cabling standard, 56
internal data, 73 active cables, 38
PCIe speed, 76 Apple Digital AV adapters, 444
PCI speed, 76 Cat 3 UTP cables, 628
performance, 74 Cat 5 cables, 54-55
speeds, 76 Cat 5e cables, 54-55
business processes, documentation, 1064 Cat 6 cables, 54-55
buying/payments Cat 7 cables, 54-55
apps, 724 coaxial cables, 40-41
credit card readers, 428, 431 computer design, 537-538
licenses, 843 connecting, 170, 265
memory, 224-226 crossover, 629-631
mobile payment services, 441 DSL modems/cable connectivity, 586
mobile wallets, 441 DVI cables, 37
NFC/tap pay devices, 450 Ethernet cables
OS licenses and virtualization, 591 Cat 5 cables, 54-55
PCI, 975 Cat 5e cables, 54-55
power supplies, laptops, 471 Cat 6 cables, 54-55
software licenses, 973 Cat 7 cables, 54-55
surge protectors, 1053 plenum cables, 56
BYOD (Bring Your Own Device), 960 PVC cables, 56
bytes, 21-22 STP cables, 55
UTP cables, 54-55, 628
C external cables, removing, 168
c command (macOS), 934 fiber cables, 56-57, 641
CA (Certificate Authority), digital security certificates, fiber-optic cables, 583
1008 IDE cables, 260
CAB (cabinet) file extension, 747 internal cables, removing, 169-172
cabinets (network), 636 labeling, 635
cable locks, 499, 963 ladder racks, 638
cable modems management systems, 636
bandwidth, 584 managing, 1040
cable TV and, 581 network cabinets, 636
connectivity, 581-582 network connectivity, 706
downstream transmissions, 584 passive cables, 38
Ethernet ports, 582 PATA cables, 260

INDEX
fiber networks, 583 PATA IDE, 265
hardware requirements, 584 plenum cables, 56
NIC connectivity, 581 power cables, removing, 168
ports, 582 projectors, 340
speeds, 584 PVC cables, 56
troubleshooting, 691 reassembling, 176
upstream transmissions, 584 ribbon cables, 170
USB connectivity, 582 SAS cables, 264
cable strippers, 631, 638 SATA cables, 260, 263, 267
cable testers, 633, 638 SCSI cables, 264
cable TV and cable modems, 581 serial cables, 53
STP cables, 55
straight-through, 629
1162 cables

T568A cabling standard, 56, 629 memory card readers, 344

T568B cabling standard, 56, 629 resolution, 342
Thunderbolt cables, 49 storage, 343-344
tools troubleshooting, 344
cable strippers, 631, 638 security cameras, installing, 682
cable testers, 633, 638 smart cameras, 421-423
crimpers, 631-633, 638 webcams, 19, 344
loopback plugs, 638 laptop displays, 493, 498
multimeters, 639 unauthorized activation, 502
punch-down tools, 639 Cancel button (Windows dialog boxes), 744
tone generators, 639 capacitive touchscreens, 496
toner probes, 639 capacitors, 13-104, 182
troubleshooting, 638-639 capturing files, 8
twisted-pair card readers
corporate environments, 634 credit card readers, 428, 431
plenum, 628 magnetic card readers, 19, 428, 431
PVC, 628 smart card readers, 424, 487
RJ-11 connectors, 629 carriages, inkjet printers, 365
RJ-45 connectors, 629-633 cars, mobile device synchronization, 456
STP, 627 cartridges (ink), 363-364, 387
terminating, 629-633 CIS, 379
UTP, 627-630, 634 inkjet printers, 365-366
USB cables, 43, 46 laser printers, 409
USB-C cables, 42 recycling, 379
UTP cables, 54-55, 628 refilling, 379-380
VGA cables, 37 replacing, 384
voice-grade cables. See Cat 3 UTP cables toner, 370-371, 380
wiring racks, 637 troubleshooting, 409
CAC (Common Access Cards), 348 CAS latency, memory, 225
Cached field (Task Manager Performance tab), 233 cases
cached passwords, synchronization, 456 cleaning, 178
Cached Physical Memory field (Task Manager Per- computer design, 538
formance tab), 231 form factors, 186, 538
cache memory, 77 removing, 168
data access hierarchy, 77 Cat 3 UTP cables, 628
SRAM, 213, 228-229 Cat 5 cables, 54-55
CAD (Computer Aided Design) design workstations, 529, Cat 5 UTP cables, 628
538 Cat 5e cables, 54-55
calibrating Cat 5e UTP cables, 628
mobile device screens, 440 Cat 6 cables, 54-55
print heads, 382 Cat 6 UTP cables, 628
touchscreens, 498 Cat 6a UTP cables, 628
calls (mobile device OS), 441 Cat 7 cables, 54-55
CAM (Computer Aided Manufacturing) design work- Cat 7 UTP cables, 628
stations, 529, 538 CCFL (Cold Cathode Fluorescent Lamps), laptop displays,
cameras 492-495
camcorders, 344 CD (Compact Discs), 314-316
digital cameras burning, 317
batteries, 342-344 CDs & DVDs setting (macOS, System Preferences),
file formats, 343, 355 928
 client-side DNS (Domain Name Service) 1163

cleaning, 323, 327 chkdsk command, 290, 784

handling, 322 chkntfs command, 785
Linux bootups, 939 chmod command (macOS), 935-937
cd command, 774, 784, 934-935 chown command (macOS), 935
CD drives, 314, 317 Chrome OS, 423, 729
CD-ROM discs, 315 CIDR (Classless Inter-Domain Routing), 650
CD-RW drives, 315 CIFS (Common Internet File System), 694, 697
CDFS (Compact Disk File System), 273, 838 cipher command, 785, 1002
CDMA (Code Division Multiple Access), 694 CIS (Continuous Ink Systems), 379
cell phones. See smartphones CL modules (memory), mixing, 226
cell tower analyzers, 465 CL ratings, memory, 225
cellular cards, 469 clamping speed, surge protectors, 1052
cellular networks, 451 clamping voltage, surge protectors, 1052
connectivity, 448, 588, 706 clean installations, 462, 833-834
WWAN configurations, 677 clean rooms, 1058
CentOS website, 939 cleaning
centralized data storage, 1000 adapters, 178
certificate-based credentials, 867 aerosol cans, disposal, 179
certificates of destruction (document security), 965 batteries, 178
certifications, 5-6 cases, 178
CF (CompactFlash) cards, 343, 424-426 discs, 323
change management displays, 178
backout plans, 1065 inside of computers, 178-179
business process documentation, 1064 keyboards, 17, 178
change boards, 1064 laser lenses (ODD), 323
documenting changes, 1065 laser printers, 368
end-user acceptance, 1065 LCD monitors, 177
plans for change, 1064 mice, 17
purpose of change, 1064 monitors, 178
scope of change, 1065 MSDS, 179
channel ID optical lenses, 178
AP, 657-659, 676 printers, 178, 381-386
Zigbee devices, 679 scanners, 338
charging SDS, 179
batteries, troubleshooting, 511 touchpads, 178
laser printers, 368 cleaning blades (laser printers), 369
USB ports, 46 cleaning pads (laser printers), 369

INDEX
charms (Windows desktop), 734-735, 832 clearing commands, 786
charts/flowcharts, troubleshooting, 555-558 CLI (Command Line Interfaces), 724-725
checkboxes (Windows), 744 Linux
checking disks, 784-785 copying data, 948-950
checkpoints (virtualization), 590 finding files, 951
children missing GRUB/LILO, 952
exploitation, incident reports, 1026 network configuration, 945-946
parental controls, 1013 obtaining software, 947-948
chip readers, 19 shutting down systems, 944-945
chipsets viewing processes, 947
defined, 100 client-side DHCP (Dynamic Host Configuration Protocol),
manufacturers, 100 667
motherboard design, 536 client-side DNS (Domain Name Service), 669
1164 clients (thick/thin)

clients (thick/thin), 673-675 CMOS (Complementary Metal-Oxide Semiconductor)

clips (fans/heat sinks), 91-92 clearing, 125-126
clock speed, 76 CMOS battery failed/error message, 547
clocking, 78 CMOS checksum error—Defaults loaded message,
Close button (Windows dialog boxes), 744 547
closed source OS, 423 CMOS timer error message, 547
closing defined, 123
command prompts, 1106 password jumper, 126
laptops, 494, 509 power, 123
cloud computing, 593 coaxial cables, 40-41
advantages of, 597 cold boots, 116
cloud-based apps, 594 collation (printer configuration), 391
community clouds, 596 collection controlled loops. See for loops
DaaS, 594 color
deploying cloud services, 595-596 color depth (displays), 855
email, 594 incorrect color patterns, troubleshooting, 144
file storage, 594 inkjet printers, 365-366
hybrid clouds, 596 printing in wrong color (printer issues), 408
IaaS, 594 COM (command) file extension, 747
iCloud combination screwdrivers, 166
Apple iOS device synchronization, 458 [command name] /? command, 782
backups, 461 command command, 786
measured services, 597 command prompt (Windows), 1110, 1122
metered services, 597 accessing, 770-771, 786
mobile devices, synchronization, 456 administrative privileges, 771
network controllers, 594 attrib command, 779, 782
non-metered services, 597 bcdedit command, 782-783
on-demand access, 597 bootrec command, 783-784
PaaS, 594 cd command, 774, 784
printing, 399-400 chkdsk command, 784
private clouds, 595-596 chkntfs command, 785
public clouds, 596 cipher command, 785
rapid elasticity, 597 closing, 771, 1106
resource pooling, 597 cls command, 786
SaaS, 594 [command name] /? command, 782
servers, 733 command command, 786
shared resources, 597 common commands list, 781
storage, 252, 993, 998-999 copy command, 778-779, 786
synchronization apps, 594 defrag command, 786
virtual apps, 594 del command, 778, 787
virtual desktops, 594 Device Manager, running from prompt, 780
virtual NIC, 594 dir command, 774-776, 787
cls command, 786 directories
clusters, 274 attrib command, 779
FAT16 partitions, 275 copy command, 778-779
FAT32 partitions, 275 copying, 778-779
lost clusters, locating, 290 copying files, 778-779
NTFS partitions, 275-276 creating, 777
cmdlets (PowerShell), 821 del command, 778
md command, 777
 commands 1165

rd command, 777 running System Restore, 887

removing, 777 Safe Mode with Command Prompt, 888
removing files, 778 services.mmc command, 798
robocopy command, 778 set command, 799
root directory, 771-773 sfc command, 799
subdirectory, 772 shutdown command, 800
type command, 778 syntax, 771
viewing attributes of, 779 systeminfo command, 800
viewing file attributes, 779 taskkill command, 800
viewing files, 778 tasklist command, 801
xcopy command, 778 telnet command, 801
disable command, 787 tracert command, 801
diskpart command, 788 type command, 778, 802
dism command, 788 wbadmin command, 802
drives, mapping, 703 wscript command, 802
dxdiag command, 788 xcopy command, 778, 802
enable command, 789 command switches, 775
exit command, 789 commands
expand command, 789 administrative privileges, 803
explorer command, 789 attrib command, 782
format command, 790 bcdedit command, 782-783
gpresult command, 790 bootrec command, 783-784
gpupdate command, 790-791 cd command, 784
help command, 791 chkdsk command, 784
help, finding, 781 chkntfs command, 785
ipconfig command, 791 cipher command, 785
md command, 777, 792 clearing, 786
mmc command, 792 cls command, 786
more command, 792 [command name] /? command, 782
msconfig command, 793 command command, 786
msinfo32 command, 793 common commands accessible from command
mstsc command, 793 prompt, 781
navigating, 774-776 copy command, 786
nbtstat command, 793 defrag command, 786
net command, 794 del command, 787
net use command, 794 dir command, 726, 787
net user command, 794-795 disable command, 787

INDEX
netdom command, 795 diskpart command, 788
netstat command, 795-796 dism command, 788
notepad command, 796 dxdiag command, 788
nslookup command, 796 enable command, 789
operation requires elevation messages, 803 exit command, 789, 1106
overview of, 771 expand command, 789, 1106
permissions and, 996 explorer command, 789
ping command, 796-797 format command, 790
rd command, 777, 797 gpresult command, 790, 1110
regedit command, 797 gpupdate command, 790-791
regsvr32 command, 797 help command, 791
ren command, 798 help information, displaying, 782
robocopy command, 778, 798 hop command, 726
1166 commands

ipconfig command, 791-792 communication skills, 1066

learning, reasons for, 780 commitments, making, 1073
listsvc command, 787 confidential/private materials, handling, 1075-1076
md command, 792 conflict management, 1073-1075
mmc command, 792 cultural sensitivity, 1070
more command, 792 customer service, 1066, 1073-1075
msconfig command, 793 distractions, avoiding, 1072-1073
msinfo command, 793 feedback, 1074
msinfo32 command, 1122 geek speak, 1069
mstsc command, 793 grooming/appearance, 1067
nbtstat command, 793 jargon, 1069
net command, 794 listening skills, 1070
net use command, 794 meeting expectations, 1075
net user command, 794-795 organization, 1068
netdom command, 795 personal integrity, 1073
netstat command, 795-796 positive attitudes, 1069
notepad command, 796 proper language, 1067-1069
nslookup command, 796 punctuality, 1071
output, displaying one page at a time, 776 time management, 1072
ping command, 796-797 community clouds, 596
pwd command, 944 Compact Disk File System (CDFS), 273
rd command, 797 comparison operators (==), 814
regedit command, 797 compartment covers, laptops, 475
regsvr32 command, 797 compatibility
ren command, 798 apps, troubleshooting, 731
robocopy command, 798 backward compatibility, 731
services.mmc command, 798 forward compatibility, 731
set command, 799 software, troubleshooting, 731
sfc command, 799 upward compatibility, 731
shutdown command, 800 Compatibility mode (Windows), 233, 836
systeminfo command, 800 compiled languages, 808
taskkill command, 800 compiled programs, defined, 803
tasklist command, 801 complexity of passwords, 971
telnet command, 801 compliance
tracert command, 801 policies, 1064
type command, 802 software, 730
user privileges, 803 component/RGB video analog ports, 340
using, tips before, 779 component handling/storage procedures, 1049-1050
wbadmin command, 802 Component Services, 862
wildcards, 778 composite video ports, 340
writing in NotePad, 780 compound conditions (Windows scripting), 817
wscript command, 802 compressed air, 178, 385, 1044
xcopy command, 802 compressed file (ZIP) extension, 747
comments (Windows scripting), 812 compression, Windows files/folders, 752
commercial software licenses, 973 computer design, 528
Commit (GB) field (Task Manager Performance tab), 232 audio subsystems, 540
commitments, making, 1073 audio/video editing workstations, 530, 538
Committed field (Task Manager Performance tab), 232 Bloom’s Taxonomy, 528
cables, 537-538
CAD design workstations, 529, 538
 configuring 1167

CAM design workstations, 529, 538 file/folder attributes, 752

cases, 538 fingerprint readers, 346-347
cooling systems, 536 game controllers, 347
display subsystems, 541-542 hardware, 132
energy efficiency, 535 Hardware Monitor, 121
gaming PC, 529, 538 Hyper-Threading, 120
graphic design workstations, 529, 538 I/O addresses, 127, 130-131
green (environmental) design, 535 IDE, 121
home servers, 534, 538 iGPU, 121
industrial computer, 534 intrusion detection/notification, 121
mobile computer, 535 IP addresses, statically configuring, 666
motherboards, 536-537 IRQ, 127, 130
NAS devices, 531-532 joysticks, 347
power supplies, 537-538 Last Known Good Configuration (Advanced Boot
standard thick client workstations, 533, 538 Options menu), 888
storage subsystems, 539-540 Linux networks, 945-946
thick client workstations, 533, 538 LoJack, 121
thin client workstations, 533, 538 memory addresses, 127, 131
virtualization workstations, 532, 538 microphones, 329
Computer Management Console, 861-862 motherboard batteries, 123
computers motherboards, 173
adding to domains, 665 motion sensors, 348
naming, 664 networks, mobile devices, 448
viewing through networks, 981 number lock key, 120
conditioning rollers (laser printers), 368-369 passwords, 120
conference calls and video, 580 PCI/PnP, 121
conferencing features (displays), 541 PCIe, 121
confidential/private materials, handling, 1075-1076 peripherals, 120
configuration change options, 122 printers, 376, 389-391
configuring processors, 120
ACPI, 121 RAID, 282-283
adapters, 132-133 routers (wireless), 675
alternative configurations, 668 SATA, 121
AP (wireless), 675 secure boot, 121
barcode scanners, 346 serial ports, 575-577
BCD store, 782-783 server-based networks, 622
biometric devices, 346-347 smart card readers, 348

INDEX
BIOS, 119-122, 271, 1144 storage devices, 265-267
BIOS/UEFI, 271 system configuration information, viewing, 800
booting options, 120 System Configuration utility (msconfig command),
cellular configurations, WWAN, 677 889
CMOS memory, 123-126 Safe Boot, 890-891
digitizers, 348 Services tab, 891
Disable Execute Bit, 121 Startup tab, 891
DNS, 1005-1007 Tools tab, 892
drive encryption, 121 system resources, defined, 126
email, mobile devices, 453-455 TPM, 121, 1144
end-user device configuration Ubuntu networks, 945-946
addressing, 665-669 UEFI, 119-122, 271
overview of, 664 USB options, 120
1168 configuring

video, 120 hubs, 46

virtual memory, 229, 288 mobile connectors, 444-448
virus protection, 120 networks
VM, 234 ATM, 706
VPN, 1014-1015 cables, 706
Windows, 908 cellular connections, 706
device drivers, 851 dial-up connections, 706
overview of, 850 DSL, 706
wireless APs, 675 Frame Relay, 706
wireless routers, 675 ISDN, 706
Z-Wave devices, 679-680 limited connectivity, 689-690
Zigbee devices, 678-679 line-of-sight wireless connections, 706
conflict management, 1073-1075 local connectivity, 685
Connections tab (Internet Explorer 11, Internet Options MetroE connections, 706
window), 598, 605 satellite connections, 706
connectivity T1 connections, 706
cable modems, 581-582 T3 connections, 706
cables, 37, 40-41, 168-172, 176, 265 troubleshooting, 684-685, 689-690
568A/B cabling standard, 56 port replicators, 468
Cat 5 cables, 54-55 ports, 41
Cat 5e cables, 54-55 audio ports, 50, 59
Cat 6 cables, 54-55 defined, 34
Cat 7 cables, 54-55 DisplayPort, 467
Ethernet cables, 54-56 eSATA ports, 51, 59
fiber cables, 56-57 Ethernet ports, 51-52
IDE cables, 260 integrated motherboard ports, 57-58
PATA cables, 260 Lightning ports, 49-50, 59
plenum cables, 56 male/female ports, 34
projectors, 340 mini DisplayPort, 467
PVC cables, 56 mobile devices, 443
SAS cables, 264 modem ports, 52
SATA cables, 260, 267 network ports, 51
SCSI cables, 264 serial ports, 53, 59
serial cables, 53 Thunderbolt ports, 49-50, 59
STP cables, 55 USB ports, 42-50, 59
T568A cabling standard, 56 video ports, 35-40, 58
T568B cabling standard, 56 printers, 402-403
Thunderbolt cables, 49 processors, 80
USB-C cables, 42 projectors, 340
UTP cables, 54-55 remote networks, device connectivity testing, 796-797
connectors, 38-40, 58, 169-172, 176 SATA, 267
24-pin motherboard connectors, 185 synchronization, 457
ATX connectors, 189 speakers, 332
ATX power supplies, 185-186 storage device design considerations, 539
D-shell connectors, 34 USB cables, 43, 46
mini-DIN connectors, 34 USB connectors, 44, 48
Y connectors, 187 USB ports, 134-137
converters, 47 video connectors, 37
Data Sources (ODBC), 878-879 video ports, 39-41, 58
HDMI connectors, 444 wireless input devices, 59-60
 Core X processors 1169

connectors cooling systems

24-pin motherboard connectors, 185 airflow/ventilation, 190
ATX connectors, installing, 189 air vents, 189
ATX power supplies, 185-186 computer system design, 536
BNC connectors, 40 fans, 86-87, 92, 189
dual-link DVI connectors, 36 installing, 190
DVI connectors, 37, 58 power consumption, 195
DVI-A connectors, 58 heat sinks, 86-87, 190
DVI-D connectors, 36, 39, 58 Li-ion batteries, 473
DVI-I connectors, 36, 39 power supplies, 189
front panel connectors, 171 processors
IDE connectors, 171 airflow, 190
mini-HDMI connectors, 38 auxiliary fans, installing, 189
PATA/SATA motherboard, 261 fans, 86-87, 92
reassembling, 176 heat pipes, 86
removing, 169-172 heat sinks, 86-87
SAS connectors, 262 installation clips, 91-92
SATA connectors, 171, 262 liquid cooling systems, 86
SCSI connectors, 262 overclocking, 91
USB connectors, 44 passive cooling, 86
video, 37 phase-change cooling, 86
Y connectors, 187 thermal paste, 86-88
Console (macOS), troubleshooting kernel panic, 931 vapor cooling, 86
constructs (Windows scripting), 813 copper media (twisted-pair)
contacts, synchronization, 457 corporate environments, 634
content filtering, 1016 plenum, 628
Content tab (Internet Explorer 11, Internet Options PVC, 628
window), 598, 603-604 RJ-11 connectors, 629
context menus (Windows), 745 RJ-45 connectors, 629-633
continuity checks, 182-183 STP, 627
continuous reboots, 103 terminating, 629-633
contrast ratios (displays), 541 UTP, 627-630, 634
Control Panel (Windows), 754 copy command, 778-779, 786
configuring Windows, 850 copying
Network and Sharing Center, 698-701 data
Windows 7 in Linux, 948-950
categories, 755-757 in Ubuntu, 948-950

INDEX
utilities, 754 directories, 778-779, 802
Windows 8 utilities, 754 files, 752-754, 786, 798, 802
control panel assembly (laser printers), 370 from directories, 778-779
controllers (game), 19, 347-348 to CD/DVD, 317
convergence, 580 folders, 752-754
convert command, 837 Core i3 Intel processors, 84
converters Core i5 Intel processors, 83
power converters, 186-187 Core i7 Intel processors, 83
USB A-to-USB B converters, 47 Core i7/i5 vPro processors, 84
USB-to-Ethernet converters, 47 Core i9 processors, 83
converting partitions, 274 Core m3 processors, 84
Core X processors, 83
1170 corporate OS (Operating Systems)

corporate OS (Operating Systems), 731 CSMA/CD (Carrier Sense Multiple Access/Collision De-
BitLocker encryption, 732 tection), Ethernet networks, 640
BranchCache, 733 cultural sensitivity, 1070
domains, 732 current (electricity), 182-184
EFS, 733 current (technician skills), staying, 762
Media Center, 732 customer service, 1066
security conflict management, 1073-1075
BitLocker encryption, 732 irate customers, handling, 559-560
EFS, 733 trust, building, 1028
workgroups, 732 Custom mode (virtual NIC), 673
corporate Windows deployments customizing
activation clocks, 842 update notifications, 848
licensing, 843 Windows desktop, 735
tools, 842 cutters (diagonal), 166
Cortana virtual assistant (Windows), 742, 832 cylinders (hard drives), 256
counters, 903
cp command (macOS), 934-936 D
cps (Characters Per Second) ratings, 361 D-Link access point, 1150
CPU (Central Processing Units). See also processors D-shell connectors, 34
CPU THRM Throttling power setting (ACPI), 193 DaaS (Desktop as a Service), 594
CPU Warning Temperatures power setting (ACPI), Dash (Ubuntu), 940-941
193 data
heating, 103 backups, 998-1000
sockets, 85-86 Android devices, 460
speeds, 77 centralized data storage, 1000
throttling, 77, 90, 193 offsite data storage, 1000
crashes DEP, 1002-1003
apps, troubleshooting, 893 leaks, mobile devices, 501-502
proprietary crash screens, 297, 548 migration, 835
creased paper (printer issues), 404 regulated data, end-user security, 974-975
Credential Manager, 866-867 security, DEP, 1002-1003
adding credential to Windows, 868 storage, AD, 986
editing credentials, 870 transfers, 664, 835
removing credentials from Windows, 869 transmission limits, mobile devices, 503
credentials data bits, 577
certificate-based credentials, 867 Data Link layer (OSI model), 644
Credential Manager, 866-869 data packets, verifying paths, 801
deleting, 869 Data Sources (ODBC), 878-879
generic credentials, 867 data types (Windows scripting, variables), 810
stored credentials, security, 867 Date & Time setting (macOS, System Preferences), 929
user accounts, 866 date/time settings, Windows, 841
web credentials, 867 DB-9 ports. See serial devices, serial ports
credit card readers, 428, 431 DBR (DOS Boot Record), 280
crimpers, 631-633, 638, 1099 DC (Direct Current), 180, 189
critical applications, backups, 998 DC jacks, replacing, 489
critical recovery documents, 1000 dd command (Linux), 944, 948-950
crossover cables, 629-631 DDoS (Distributed Denial of Service) attacks, 979
CRT (Cathode Ray Tube) monitors, 36, 1046 DDR (Double Data Rate), 215
Crucial website, 224 DDR2 (Double Data Rate 2), 215
 desktops 1171

DDR3 (Double Data Rate 3), 215-218 cooling systems, 536

DDR3L (Double Data Rate 3L), 215 display subsystems, 541-542
DDR4 (Double Data Rate 4), 215 energy efficiency, 535
DDR4L (Double Data Rate 4L), 215 gaming PCs, 529, 538
dead pixels, troubleshooting, 145 graphic design workstations, 529, 538
Debian website, 939 green (environmental) design, 535
debris/dust, UPS/SPS battery backups, 1057 home servers, 534, 538
Debugging Mode (Advanced Boot Options menu), 888 industrial computers, 534
decision structures (Windows scripting) mobile computers, 535
dual-alternative decision structures, 814-815 motherboards, 536-537
examples of, 816-817 NAS devices, 531-532
multiple alternative decision structures, 815-816 power supplies, 537-538
relational operators, 813 standard thick client workstations, 533, 538
single-alternative decision structures, 814 storage subsystems, 539-540
declaring variables (Windows scripting), 809 thick client workstations, 533, 538
decoders, 322 thin client workstations, 533, 538
decrypting email, troubleshooting, 507 virtualization workstations, 532, 538
Deep S4/S5 power setting (ACPI), 193 storage devices, design components, 539-540
default folders, 748 desk controllers, projectors, 341
default gateways, 668-669 desktops
default printers, configuring, 389-390 Desktop & Screen Saver setting (macOS, System
defrag command, 786 Preferences), 928
defragmenting environmental enclosures, 1057
hard drives, 235, 292-293, 786, 877 mobile devices, synchronization, 456
SSD, 293 remote desktops, 1015
del command, 778, 787 Remote Desktop Services, 674-675
Delay Prior to Thermal power setting (ACPI), 193 storage cards, 424
deleting virtual desktops, 594
AD accounts, 986 Windows
credentials, 869 charms, 734-735
files, 787 customizing, 735
manually deleting, 1005 icons, 733, 736
removable media, deleting, 737 organizing, 735
partitions, 278 paths, 736
denatured alcohol, cleaning printers, 178 Recycle Bin, 737
density control blades (laser printers), 368-370 shortcuts, 736
DEP (Data Execution Prevention), 728, 1002-1003 Start screen, 734

INDEX
deploying tiles, 734-736
cloud services, 595-596 wallpaper schemes, 736
corporate Windows deployments, 842-843 Windows 7
image deployments, Windows, 833 notification area, 740
design pinning apps to taskbar, 739
computer design shutting down, 739
audio subsystems, 540 Start button, 738-739
audio/video editing workstations, 530, 538 taskbar, 737
Bloom’s Taxonomy, 528 Windows 8
cables, 537-538 search function, 740
CAD design workstations, 529, 538 Start screen, 740-741
CAM design workstations, 529, 538 tiles, 741
cases, 538
1172 desktops

Windows 8.1 hardware, 548-549

search function, 740 Memory Diagnostics tool (Windows), 234
Start screen, 740-741 POST cards, 548
Windows 10 UEFI, 548-549
Cortana search feature, 742 diagonal cutters, 166
search function, 742 dialog boxes (Windows), 743
Start screen, 742 Apply button, 744
Task View, 743 Cancel button, 744
wireless networks, 651 Close button, 744
destroying hard drives, 1002 drop-down menus, 745
destruction (document security), certificates of, 965 help, 745
Details tab (Task Manager), 894 OK button, 744
developing cylinders (laser printers), 368-370 radio buttons, 744-745
device drivers tabs, 744
defined, 9 dial-up networks, 574, 706
digital signatures, 853 DIB (Dual Independent Buses), 80
roll back device drivers Dictation & Speech setting (macOS, System Preferences),
accessing, 856 929
Administrator rights, 855 dictionary attacks, 972, 979
Windows differential backups, 999
configuring, 851 digital assistants, 683
installing, administrator rights, 853 digital cameras
Device Manager batteries, 342-344
audio devices, troubleshooting, 854 camcorders, 344
exclamation points (!), 149 file formats, 343, 355
hardware verification, 148 memory card readers, 344
installing devices, 852-854 resolution, 342
interrupts, 128 security cameras, installing, 682
IRQ, 130 smart cameras, 421-423
running from command prompt, 780 storage, 343-344
smart card readers, 349 troubleshooting, 344
troubleshooting, 149, 854, 873 webcams, 19, 344, 493, 498, 502
USB devices digital media, DRM, 973
installing, 134 digital modems, 579
troubleshooting, 136 digital phone lines versus analog phone lines, 578
user account management, 873 digital security certificates, 1008
Devices and Printers Control Panel (Windows), installing digital signals, 35
devices, 852 digital signatures, device drivers, 853
DFS (Dynamic Frequency Selection), AP channel ID, 660 digitized sound, 327
DHCP (Dynamic Host Configuration Protocol), 696 digitizers
alternative configurations, 668 installing, 348
client-side DHCP, 667 laptop displays, 493
default gateways, 669 dim displays, troubleshooting, 509
end-user device configuration, addressing, 666-667 dim images, troubleshooting, 145
reservations, 667 DIMM (Dual In-line Memory Modules), 213-218, 221-228
servers, 666-667, 693 DIP (Dual In-line Package) chips, 213
wireless APs, 676 dir command, 726, 774-776, 787
diagnostics Direct Connect (AMD), 80
diagnostic displays (motherboards), 549 directional antennas, 660
DirectX, 788
 disk striping 1173

directories. See also files; folders connectors, 169-172

AD, managing domains, 795 grounding problems, 162-165
attrib command, 779 hard drives, 173
backups, 802 laptops, 466, 475
copying, 778-779, 786, 802 motherboards, 174-175
creating, 777 power supplies, 198
del command, 778 preparing for, 167-168
dir command, 787 storage devices, 173
diskpart command, 788 tools, 165-167
format command, 790 disk caches, 229-230, 287-289
gpresult command, 790 disk checking, 784-785
md command, 777 Disk Cleanup tool, 291-292, 877
permissions, 969 disk formatting, 790
rd command, 777 disk imaging
removing, 777-778, 797 corporate Windows deployments, 842
renaming, 798 dism command, 788
root directories, 771-773 MDT, 842
subdirectories, 772 re-arming activation clocks, 842-843
type command, 778 reimaging hard drives, 842
viewing attributes of, 779 SIM, 842
xcopy command, 778 Sysprep, 842
DirectX WDS, 842
APIs, 329 disk maintenance, 876-877
diagnostics, 322, 788 disk management, 273, 838
troubleshooting, 322, 334 arrays, adding, 875
dirt removal, 178-179 basic disks, 280
Disable Automatic Restart on System Failure (Advanced basic storage, 280
Boot Options menu), 888 boot volumes, 281
disable command, 787 drive letters, assigning/changing, 875
Disable Drive Signature Enforcement (Advanced Boot dynamic disks, 281
Options menu), 888 dynamic status state, 297
Disable Early Launch Anti-Malware Protection (Advanced dynamic storage, 281
Boot Options menu), 888 extending partitions, 875
Disable Execute Bit, 121 GParted disk management tool (Ubuntu), 941,
disabling 949-950
AD accounts, 986 hard drives, adding, 875
AutoPlay function, 1001 initializing, 875

INDEX
AutoRun function, 1001 mounting, 270, 875, 933
drivers, 787 RAW volumes, 281
guest accounts, 982 shrink partitions, 875
interfering software, Windows OS installations, 841 simple volumes, 281
services, 787, 895 spanned volume, 281
unused ports, 962, 969 splitting partitions, 875
Windows applications, 891 status states, 297-298
disappearing files, troubleshooting, 1004 storage, 874-876
disassembly striped volumes, 281
adapters, 167, 173 system volumes, 281
all-in-one computers, 176 Windows Disk Management, 273, 280-281, 838
cables, 168-172 disk mirroring, 284
case removal, 168 disk striping, 283-284
1174 Disk Utility (macOS)

Disk Utility (macOS), 933 electronics, 1045

diskpart command, 273, 279, 788 mobile devices, 1046
dism command, 788 monitors, 148
DisplayPort, 38-39, 58, 467 smartphones, 1046
displays tablets, 1046
aspect ratios, 541 toner, 1048-1049
backlights, 492 distended capacitors, 103-104
BSOD, 548 distorted geometry, troubleshooting, 146
CCFL, 492-495 distorted images, troubleshooting, 144
cleaning, 177-178 distractions, avoiding, 1072-1073
color depth, 855 distro websites (Linux), 939
computer design, 541-542 DLL (Dynamic Link Library) extension, 747, 797
conferencing features, 541 DLP (Data Loss Prevention), 969
contrast ratios, 541 DLP (Digital Light Processing), projectors, 341
Displays setting (macOS, System Preferences), 928 DMZ (Demilitarized Zones), 676, 1010
laptops, 491-492 DNAT (Destination NAT), wireless APs, 677
digitizers, 493 DNS (Domain Name Service), 696
inverters, 493, 499 client-side DNS, 669
microphones, 493, 498 configuring, 1005-1007
removing displays, 495-496 end-user device configuration, addressing, 669
repairing, 494 security, 1005, 1007
resolution, 495 servers, 669, 687, 693
webcams, 493, 498 troubleshooting, 796
WiFi antennas, 493 DOC/DOCX (Microsoft Word) extension, 747
LCD, 492-495 Dock (macOS GUI), 919-920
LED, 492, 495 Dock setting (macOS, System Preferences), 928
multiple displays, 339, 541 docking stations, 428-430, 468
OLED, 492-494 documentation
orientation, 493 ADF, 18
proprietary crash screens, 548 business processes, 1064
refresh rates, 855 change boards (change management), 1064
resolution, 855 change documentation (change management cycle),
rotating/removable screens, 493 1065
TFT, 492 critical recovery documents, 1000
touchscreens, 510 incident reports, 1025-1026, 1040-1041, 1062-1063
calibrating, 498 inventory management documentation, 1063
capacitive touchscreens, 496 IT documentation
IR touchscreens, 496 incident reports, 1062-1063
performance, 511 inventory management documentation, 1063
replacing, 496 knowledge bases/articles, 1062
resistive touchscreens, 495-496 network topology diagrams, 1060
surface wave touchscreens, 496 policies, 1063-1064
troubleshooting, 144-148, 509-510 MSDS, 179, 1041
types of, 541 PATA IDE storage devices, 266
video adapters, 541 plans for change (change management), 1064
Windows installations, 855 policies, 1063-1064
disposal recovery documents, 1000
aerosol cans, 179 SDS, 179, 1041
batteries, 1046-1048 security, 965
CRT monitors, 1046
 DVD (Digital Video Disc) 1175

shredding, 965 SATA, 269

troubleshooting documents, creating, 554 status, storage management, 874
domain controllers, 732 DRM (Digital Rights Management), 973
domains, 621, 625, 841 drop-down menus (Windows dialog boxes), 745
accessing, 732 DRV (Device Driver) extension, 747
adding computers to, 665 DSL (Digital Subscriber Lines)
AD domains, managing, 795 ADSL, 584-585
corporate OS, 732 DSL modems, 584
domain controllers, 665 bandwidth, 585
managing, 794-795 cable/modem connectivity, 586
security, 980 phone filters, 586
dongles ports, 585
USB-to-Bluetooth dongles, 446 troubleshooting, 691
USB-to-RJ-45 dongles, 444 G.SHDSL, 585
USB-to-WiFi dongles, 448 HDSL, 585
door locks (physical security), 683, 962 network connections, 706
DoS (Denial of Services) attacks, 979 PDSL, 585
dot matrix printers. See impact printers SDSL, 585
double-sided/duplex printing (printer configuration), 391 UDSL, 585
double-sided memory, 217 VDSL, 585
double-tap gestures, 435 xDSL modems, 584
downstream transmissions, cable modems, 584 DSL Reports website, 585
Doze Mode power setting (ACPI), 193 dual Molex-to-PCIe power converters, 186
DPI (Dots Per Inch), printers, 364-366 dual-alternative decision structures, 814-815
draft mode (inkjet printers), 365 dual-boot systems (macOS), 731
DRAM (Dynamic RAM), 212-215 dual-channel memory, 220-223
drawing/illustration pads. See digitizers dual-core processors, 80
drivers dual-link DVI connectors, 36
disabling, 787 dual-rail power supplies, 194
enabling, 789 dual-voltage, 188
installing, 132-133 memory, 217, 482
listsvc command, 789 power supplies, 184
load-alternate third-party drivers, 839 dumpster diving, 965
software drivers, troubleshooting, 144 duplex/double-sided printing (printer configuration), 391
viewing, 789 duplexes (NIC), 671-672
drives duplexing assemblies (printers), 360, 376
adding, 875 inkjet printers, 365

INDEX
arrays, 282 laser printers, 370
buffers, storage device design considerations, 540 dust/air filter masks (safety equipment), 1044
drive letters, 745, 875 dust/debris, UPS/SPS battery backups, 1057
drive not recognized errors, 293 DVD (Digital Video Disc), 314-316
DVD drives, 11 burning, 317
encryption, configuring, 121 CDs & DVDs setting (macOS, System Preferences),
external storage drives, 19 928
hard drives, 11, 262, 284-285, 294-295, 540 cleaning, 323, 327
ODD, 540 decoders, 322
optical drives, 11 handling, 322
PATA, 265-266 Linux bootups, 939
partitions (volumes), 837-838 region codes, 317-318
1176 DVD drives

DVD drives, 11, 314 current, 182

decoders, 322 fire safety, 1041
region codes, 317-318 line conditioners, 1053
DVD-ROM discs, 315 meter readings, 183
DVD-RW DL drives, 315 ohms, 182-183
DVD-RW drives, 315 power
DVI (Digital Visual Interface) ports, 36-37 consumption, 194-195
DVI cables, 37 measuring, 182
DVI connectors, 37, 58 power supplies, 184
DVI-A connectors, 58 resistance, 182
DVI-D connectors, 36, 39, 58 safety, 182-183
DVI-I connectors, 36, 39 sags, 1051
DVI-to-HDMI adapters, 41 spikes, 1050
DVI-to-VGA adapters, 41 standby power, 181
dxdiag command, 143, 322, 788 surge protectors, 1051-1053
dye sublimation printers, 366 surges, 1050
dynamic disks troubleshooting, 1050-1051
managing, 281 voltage, 181-182
partitions, 838 115 V vs 220 V input voltage, 184
dynamic status state (disk management), 297 DC, 189
dynamic storage (disk management), 281 dual-voltage, 188
dual-voltage power supplies, 184
E watts, 182
e-clips (laser printers), 385 electromagnetic interference (EMI), 165
e-readers, 421-422 electronic disposal/recycling, 1045
EAP (Extensible Authentication Protocol), 1018 batteries, 1046-1048
earrings (smart), 426 CRT monitors, 1046
Easy Transfers, 835 mobile devices, 1046
EB (Exabytes), 24 smartphones, 1046
ECC (Error Correcting Code), memory, 217-218 tablets, 1046
ECP (Electronic Control Packages), laser printers, 370 electronic key cards, 961
edit command, 845 email
editing cloud computing, 594
variables (Windows) decrypting, troubleshooting, 507
environment variables, 805 Exchange Online, 454
scripting variables, 809 filtering, 969
Windows registry, 759-760 hijacked accounts, 1007
workstations (audio/video), 530, 538 IMAP, 453
effective permissions, 995-996 mail servers, 693
EFS (Encrypting File System), 733, 1001 MIME, 454
EIDE (Enhanced IDE), 259 mobile devices, 453-455
elasticity (rapid), cloud computing, 597 POP3, 453
electricity S/MIME, 454
AC/DC, 180 security, 1007
amps (amperes), 182 filtering, 969
blackouts, 1051 policies, 961
brownouts, 1051 SMTP, 453
capacitors, 182 spam, 1007
continuity checks, 182-183 SSL, 453
troubleshooting, 507
 error messages 1177

embedded systems, 694 botnets, 979

emergency notifications (mobile device OS), 441 brute force attacks, 979
emergency procedures (security policies), 961 DDoS attacks, 979
EMI (Electromagnetic Interference), 165 dictionary attacks, 979
emptying Recycle Bin, 737 DoS attacks, 979
emulators (virtualization), 591 malware, 975-978
Enable Boot Logging (Advanced Boot Options menu), 888 MITM attacks, 979
enable command, 789 phishing, 978
Enable Low-Resolution Video (640-480) (Advanced Boot rainbow table attacks, 979
Options menu), 888 reconnaissance attacks, 980
encryption replay attacks, 980
AES, 651, 671, 1001 Smurf attacks, 980
BitLocker, 732, 1000 social engineering attacks, 972, 978
BitLocker To Go, 1000 spoofing attacks, 980
defined, 963 TCP/IP hijacking, 980
drive encryption, 121 trapdoor attacks, 979
EFS, 733, 1001 vulnerability scanners, 980
files, 753, 785, 1001 zero day attacks, 980
folders, 753, 785, 1001 zombie attacks, 980
full device encryption, 1000-1001 workgroups, 980
NIC (wireless), 670 energy absorption/dissipation, surge protectors, 1052
subfolders, 1001 energy efficiency, computer design, 535
TKIP, 670 Energy Saver setting (macOS, System Preferences), 928
TPM, 121 ENERGY STAR, computer design, 535
web browsers, 608 Enhanced IDE (EIDE), 259
WEP, 670, 1019-1020 entry control rosters (physical security), 963
wireless NIC, 670 environment variables (Windows scripting)
WPA, 670 accessing, 805
WPA2, 670 creating, 807
WPA2 with AES, 671 editing paths of, 805
end-of-life concerns (software), 730 viewing, 807
end-point management servers, 693, 1016 environmental concerns (green)
end-user acceptance (change management cycle), 1065 computer design, 535
end-user device configuration impact guidelines, 1045
addressing, 665 monitors, 196
alternative IP addresses, 668 recycled paper and printers, 375
APIPA, 667 environmental enclosures, 1057

INDEX
default gateways, 668-669 EoP (Ethernet over Power), 641
DHCP, 666-667 EPEAT rating system, computer design, 535
DNS, 669 EPS (Encapsulated Postscript File) extension, 747
statically configuring IP addresses, 666 equality operators (==), 814
overview of, 664 erasable-bond paper and printers, 375
end-user education (security) erase lamps (laser printers), 368-370
AUP, 973 erasing hard drives, 933, 1001
domains, 980 error checking tools, 290, 877
licensing software/apps, 973 error codes (printers), 402
regulated data, 974-975 error messages
security threats POST error messages, 123, 547-548
access attacks, 979 reviewing (troubleshooting), 543
backdoor attacks, 979 troubleshooting, 543-548
1178 eSATA (External SATA)

eSATA (External SATA), 264 PoE

brackets, 138 PoE injectors, 657
cards, 138, 268 switches, 657
drives, partitions, 276 ports, 51-52, 59, 582
installing devices, 269-270 star topologies, 626-627
ports, 51, 59 switches, 626, 657
unmounting devices, 270 USB-to-Ethernet converters, 47
ESCD (Extended System Configuration Data), 132 wired Ethernet networks, projectors, 341
ESD (Electrostatic Discharge), 165 ethics (work) and technicians, 410
antistatic bags, 164 EULA (End-User Licensing Agreements), 973
atmospheric conditions, 162 event logging (auditing), 988
component handling/storage, 1049 Event Viewer, 863
defined, 162 application logs, 864-865
effects of, 162 filters, 864
ESD mats, 164, 1049 forwarded events logs, 865
ESD straps, 162-163, 1049 security logs, 865
self-grounding methods, 164, 1049 setup logs, 865
Ethernet symbols, 865-866
cables system logs, 864-865
Cat 5 cables, 54-55 troubleshooting, 866
Cat 5e cables, 54-55 vendor-specific logs, 865
Cat 6 cables, 54-55 exabytes (EB), 24
Cat 7 cables, 54-55 Exchange Online, mobile device email configuration, 454
plenum cables, 56 exclamation points (!), Device Manager, 149
PVC cables, 56 execute disable and DEP, 1003
STP cables, 55 EXE (Executable) file extension, 747
UTP cables, 54-55 exFAT (FAT64) file systems, 839
hubs, 626 exFAT file systems, 273
MetroE network connections, 706 exit command, 789, 1106
networks exit options (BIOS/UEFI), 122
10BaseT standard, 641 expand command, 789, 1106
10GBaseER standard, 641 expansion slots, 14-15, 93
10GBaseLR standard, 641 AGP, 95
10GBaseLX4 standard, 641 bus bandwith comparisons, 97
10GBaseSR standard, 641 covers and EMI/RFI, 165
10GBaseT standard, 641 laptops, 469-470
100BaseT standard, 641 M.2 expansion cards, 470
1000BaseLX standard, 641 NVMe cards, 470
1000BaseSX standard, 641 PCI, 94
1000BaseT standard, 641 PCIe, 96-99
CSMA/CD, 640 types, 94
EoP, 641 expectations, meeting, 1075
Fast Ethernet, 695 expiration dates (passwords), 972
full duplex, 640-641 explorer command, 789
half-duplex, 640-641 exposing phase (laser printers), 368
NIC ExpressBus drives, 343
installing, 139 ext3 file systems, 274, 839, 942
star topologies, 626 ext4 file systems, 274, 839, 942
extended partitions, 276, 838
Extended System Configuration Data (ESCD), 132
 file systems 1179

extenders (wireless), 656 FAT32 partitions, 275

extending partitions, 282, 875 FAT64 (exFAT) file systems, 839
extensible software, 731 fault tolerance, 285
extensions (files), 746-748 BIOS configuration settings, 284
Extensions setting (macOS, System Preferences), 928 hardware, configuring, 282
external cables, removing, 168 hot swapping, 284
external connectivity levels, 283-284
cables, 40-41, 168 software, configuring, 283
connectors, 34, 39-40, 58 faxing, VoIP interference, 581
ports, 34-35, 39-41, 58 FCBGA (Flip Chip Ball Grid Array) sockets, 85
external data buses, 73 FCM (Flash Cache Modules), 258, 283
external hard drives, 484, 880 FDDI (Fiber Distributed Data Interface), 695
external modems, 574 Fedora website, 939
external monitors, troubleshooting, 509 feed assemblies, thermal printers, 371
external networks option (VM), 591 feedback (communication skills), 1074
External SATA. See eSATA feeders/trays (printers), 365, 375-376, 402
external shared resources (cloud computing), 597 female ports, 34
external speakers, 331, 428-429 FFBDIMM (Fully Buffered DIMM), 217
external storage drives, 19 fiber cables, 56-57, 641
fiber networks, cable modems, 583
F fiber-optic cables, 583
facial recognition devices, 500, 967-968 FIFO serial ports, 577
factory recovery partitions, 833 filaments (plastic), 3D printers, 373-374
factory resets File Allocation Tables (FAT), 279
Android devices, 460 File Explorer. See also Windows Explorer
mobile devices, 500-501 drive letters, 745
faded print (printer issues), 404 files
failed logins, 501, 972, 983 display options, 997
failed password attempts, 972 indexes, 751
failed print jobs, troubleshooting, 407 searches, 751
failed status state (disk management), 297 structure of, 772
fails to start errors (services), troubleshooting, 895 paths, 748-749
failures to boot, troubleshooting, 882 view options, 749-750
fans, 86-87 File History, 849
auxiliary fans file servers, 693
installing, 189-190 file systems
power consumption, 195 APFS, 934

INDEX
BIOS setting, 120 CDFS, 273
installing, 91-92, 189-190 defined, 273
power consumption, 195 exFAT, 273
power supplies, 189 ext3, 274
processors, 92 ext4, 274
troubleshooting, 197-199 FAT, 273
Fast Ethernet, 695 FAT16, 275
FAT (File Allocation Tables), 279 FAT32, 273-275
FAT file systems, 273 HFS, 274
FAT16 file systems, 838 HFS+, 934
FAT16 partitions, 275 Linux, 941-942
FAT32 file systems, 273, 839 NFS, 274
NTFS, 273-278
1180 file systems

partitioning drive space (Windows installations), renaming, 798

837 saving, 748, 760-761
volume structure, 279 scripting files, 804
types, determining, 273 searches, 751
Windows file systems, 279, 838-839 security, 991, 1005
files .sfc files, 845
attributes, 752, 779, 996 .sh files, 804
backups, 460, 760-761, 802 shared files, 995
.bat files, 804 storage, cloud computing, 594
batch files, 804 swap, 289
capturing, 8 system files, 880, 1004
compressing, 752 text files, 8
copying, 752-754, 786, 798, 802 scripts as, 803-805
defined, 725, 731 viewing, 792, 802
deleting, 737, 787, 1005 uncompressing, 789, 1106
directories .vbs files, 804
attrib command, 779 viewing attributes of, 779
copy command, 778-779 Windows Explorer display options, 997
copying files, 778-779 film scanners, 335
creating, 777 filtering
del command, 778 content, 1016
md command, 777 email, 969
rd command, 777 Event Viewer, 864
removing, 777 MAC addresses, 1022
removing files, 778 privacy, 963
robocopy command, 778 filters/masks (air), 178
root direcories, 771-773 Finder (macOS GUI), 919
subdirecories, 772 finger-based gestures (macOS GUI), 922
type command, 778 fingerprint readers/locks, 346-347, 500, 967
viewing files, 778-779 fire extinguishers, 1041
xcopy command, 778 firewalls, 644, 968
disappearing files, troubleshooting, 1004 antimalware software and, 1009
.dll files, registering, 797 antivirus software and, 1009
encryption, 753, 785, 1001 DMZ, 1010
extensions, 746-748 port forwarding, 1011
File Explorer display options, 997 port triggering, 1011
file-level backups, 999 Windows Firewall, 1010
filenames, 745-746 alert options, 1011
formats, 355 allowing programs through, 1011
indexing, 751 profiles, 1012
libraries, 746 troubleshooting, 1012-1013
moving, 752-754 verifying operation, 1011
paths, 736, 748-749 wireless networks, 1017
permissions, 989, 1004 firmware
print to file option (virtual printing), 378 AP and, 1023
.psl files, 804 defined, 10
.py files, 804 mobile devices, security, 500
quarantined files, 1005 printers, 404
recovering, 290, 1000 radio firmware updates, 437
removable media, deleting, 737
 forwarded events logs (Event Viewer) 1181

UEFI, 116-122 backups, 760-761

ACPI settings, 192-193 compressing, 752
AMI BIOS/UEFI chips, audio beeps (POST codes), copying, 752-754
546 default, 748
boot process, 545 defined, 725
configuring, 271 directory folders, creating, 792
diagnostics, 548-549 encryption, 753, 785, 1001
error messages (POST codes), 547-548 File Explorer display options, 997
flashing the UEFI, 124-125 hidden shared folders, 998
hard drive configuration, 271 home folder (AD), data storage, 986
hardware configuration, 132 indexing, 751
Phoenix BIOS/UEFI chips, audio beeps (POST moving, 752-754
codes), 547 naming, 745-746
RAID configuration, 284 paths, 736
recovery methods, 125 Public, 992
troubleshooting, 149 redirecting, AD, 986
updating, 126 saving, 760-761
updating, 124-126 searches, 751
wireless AP, 676 security, 991
fitness apps, synchronization, 455 share permissions, 988-991
fitness monitors, 426-427 shared folders, 866, 995-996
five-wire resistive touchscreens, 496 access denied messages, 992
flash BIOS, 118, 124-125 AD accounts, 988
flash drives, Linux bootups, 939 hidden shared folders, 998
flash memory mapping to shares, 703-704
CF, 343 Sharing tab, 702-703
defined, 424 subfolders, 746
FCM, 258 Windows Explorer display options, 997
internal memory, viewing, 424 following up with customers (troubleshooting), 554
MMC, 343 for loops (Windows scripting), 819-820
NAND, 257 Force Quit (macOS), 926
removing, 236 force stopping apps, 442
security, 236 foreign status state (disk management), 297
SSD, 483-485 format command, 790, 1002
thumb drives, 236 Form Factor field (Task Manager Performance tab), 233
troubleshooting, 236 form factors
USB flash drives, 235-236 cases, 186, 538

INDEX
flashing the BIOS/UEFI, 124-125 hard drives, 253
flashlights, 166 motherboards, 101-102, 186, 536-537
flatbed scanners, 18, 335-337 power supplies, 185-186
flick gestures, 435 formatting
flickering displays, troubleshooting, 145, 510 disks, 790
floating-point numbers (Windows scripting, variables), 810 files, 355
flow control, serial ports, 577 full formats, 279
flowcharts (troubleshooting), 555-558 hard drives, 272, 279-280, 790, 838, 1001
FM2 sockets, 86 passwords, 972
FM2+ sockets, 86 quick formats, 279
folders text files, 8
app organization, 442 forward compatibility, 731
attributes, 752 forwarded events logs (Event Viewer), 865
1182 forwarding ports

forwarding ports, 1011 geek speak (communication skills), 1069

four-wire resistive touchscreens, 496 general-purpose cleansers, 178
Frame Relay, network connections, 706 general-purpose cloths, cleaning cases, 178
Free Physical Memory field (Task Manager Performance general-purpose GPU (GPGPU), 82
tab), 231 General setting (macOS, System Preferences), 928
freeware, 973 General tab
frequencies Internet Explorer 11, Internet Options window,
defined, 24 598-600
frequency response Properties dialog, troubleshooting with, 149
sound cards, 327 generic credentials, 867
speakers, 331 Gentoo website, 939
RFI, 165 geotracking apps, 439-441
Friend, Ernie, 552 gestures
front panel connectors, 171 macOS GUI, 922
frozen mobile devices, troubleshooting, 512 mobile devices, 434-435
FSB (Front Side Buses), 76 ghost cursors (trackpads), troubleshooting, 509
FTP (File Transfer Protocol), 696 ghost images (printing issues), troubleshooting, 409
fuel cells (laptops), 473 GHz (Gigahertz), 73
full backups, 999 GIF (Graphics Interchange Format) extension, 337, 747
full control NTFS permission, 995 glass (scanners), 338
full device encryption, 1000-1001 glasses
full duplex Ethernet, 640-641 safety glasses/goggles, 178, 1043
full formats, 279, 838 wearable technology, 426-427
full system functionality (troubleshooting), verifying, 554 gloves (safety equipment), 1043
fuser assemblies (laser printers), 368-370 gold contact cleaners, 178
fuser cleaning pads/fuser wands (laser printers), 385 Google
fuses Android synchronization, 457
continuity checks, 183 Chrome OS, 423, 729
replacing, 184 Google Cloud Print, 400
fusing rollers (laser printers), 370, 386 Google Drive, 460
FX processors, 84 Google/Inbox, mobile device email configuration, 454
Google Play, 442
G government regulations
G.SHDSL (G.Symmetric High-speed DSL), 585 local government regulations, workplace safety, 1040
gadgets, 730 OSHA
gain (antennas), 662 environmental impact guidelines, 1045
game controllers, 19, 347-348 fire safety, 1041
game ports, 59 MSDS, 1041
games personal safety, 1044
accelerometers, 439 SDS, 1041
apps, 439 technical field kits, 1043-1044
game pads, 428-429 toxic waste handling, 1044
gyroscopes, 439 GParted disk management tool (Ubuntu), 941, 949-950
gaming PC, 529, 538 GPGPU (General Purpose GPU), 82
garbled characters (printer issues), 403 gpresult command, 790, 988, 1110
gateways (default), 668-669 GPS (Global Positioning Systems), 420-421, 439, 448
GB (Gigabytes), 22-24 security, 500
GDDR (Graphics Double Rate) modules, 141 troubleshooting, 514
GDPR (General Data Protection Regulation), 975 GPT (GUID Partition Tables), 279, 838
 hard drives 1183

GPU (Graphical Processing Units), 140 H

GPGPU, 82
iGPU, 82, 121 half-duplex Ethernet, 640-641
gpupdate command, 790-791, 988 hand scanners (biometrics), 967
graphic design workstations, 529, 538 handheld scanners, 335
graphical interface fails to load errors, 883 Handles field (Task Manager Performance tab), 231
grayware, incident reports, 1026 handshaking, serial ports, 577
green (environmental) concerns Hard disk install failure message, 547
computer design, 535 hard drives
monitors, 196 1.8 inch hard drives, 483
motherboards, 101 2.5-inch hard drives, 253, 483
processors, 101 3.5-inch hard drives, 253
recycled paper and printers, 375 adding, 875
grep command (macOS), 935, 938 backups, 998-999
grooming/appearance (communication skills), 1067 BIOS configuration, 271
grounding, 1050 caching (printers), 401
antistatic bags, 1049 clusters, 274-276
EMI, 165 cylinders, 256
ESD, 162-165, 1049 defined, 11
RFI, 165 defragmenting, 235, 292-293, 786, 877
self-grounding, 164, 1049 destroying, 1002
group policies, 987-988 disk caches, 287-289
refreshing settings, 790-791 Disk Management tool, 838
viewing, 790, 1110 drive arrays, 282
groups drive letters, 279, 745, 875
AD groups, adding users to, 984 drive not recognized errors, 293
Administrators, 981 drive status, storage management, 874
backup operators, 981 erasing, 1001
Guest, 981 eSATA, unmounting, 270
Local Users and Groups tool (Windows), 870-871 external hard drives, 484, 880
Network Configuration Operators, 982 FAT, 279
Offer remote Assistance Helper, 982 fault tolerance, 284-285
Performance Log Users, 982 form factors, 253
power users, 982 formatting, 790
Power Users groups, 871 full formats, 838
users, 982 low-level format utility, 1001
GRUB (Grand Unified Boot Loader), 952 quick formats, 838

INDEX
GSM (Global System Mobile), 695 head crashes, 255
guards (security), 962 hibernation mode, 280
Guest groups, 981 high-level formatting, 272, 279-280
guest users, 981-982 HPA, 278
GUI (Graphical User Interfaces), 724-726 hybrid drives, 483
launchers and, 441 IDE, 262-264
macOS, 919-922 imaging, 842
Unity (Ubuntu), 940-941 installing, 293-298
gyroscopes, gaming apps, 439 interfaces, 258-264
internal fixed disks, 880
internal hard drives
laptops, 484
partitions, 880
1184 hard drives

JBOD, 281 reimaging, 842

lack of space, 235 removing, 173, 285, 484
laptops, 467, 483-485 repairing/recovering, 783-784
Linux, partitioning drives, 948-950 replacing, 484
low-level formatting, 272 RPM, 255
macOS SATA, 195, 267-270
APFS, 934 sectors, 256
erasing drives, 933 SSD, 257, 483-485
HFS+, 934 storage device design considerations, 540
mounting drives, 933 swap files, 229
partitioning drives, 934 tracks, 255
repairing drives, 933 troubleshooting, 235, 255, 290-298
magnetic, 254-256 Ubuntu, partitioning drives, 948-950
maintenance, 876-877 upgrading, 235, 485
mapping, 688 virtual memory, 229-230, 288-289
from command prompts, 703 Virtual PC hard disk space, 592
to shares, 703-704 volumes, 276
mechanical drives, 483, 486 Windows
mounting, 270, 875, 933 formatting hard drives, 838
MTBF, 255 planning drive space, 837
NAS drives, 259 recovery partitions, 833
noisy, 486 wiping, 1001
optimizing, 877 writing to, 254
overwriting, 1001 hard resets, mobile devices, 504-505
paging files, 229 hardware
parallel interfaces, 259 cable modems, 584
partitions, 272-273, 277-282, 745, 788 configuring, 132
boot partitions, 278, 881 defined, 9
boot volumes, 880 diagnostics, 548-549
converting, 274 drivers, load alternate third-party drivers, 839
deleting, 278 errors, troubleshooting, 550
extended partitions, 276, 875 laptops, 466
FAT16 partitions, 275 troubleshooting, 549
FAT32 partitions, 275 Windows installation requirements, 839
GPT, 279 Hardware Monitor, configuring, 121
NTFS partitions, 275-276 Hardware Reserved field (Task Manager Performance tab),
primary partitions, 276 233
recovery partitions, 833 hardware tokens, 962-964
shrink partitions (disk management), 875 HDCP (High-Bandwidth Digital Content Protection), 40
splitting partitions (disk management), 875 HDI (Head-to-Disk Interference), 255
system partitions, 278 HDMI (High-Definition Multimedia Interface)
system volumes, 880 connectors, 444
PATA, 265-266 DVI-to-HDMI adapters, 41
PATA IDE, power consumption, 195 ports, 38-39, 58
performance, 235, 290, 297, 877 HDSL (High bit-rate DSL), 585
platters, 254 head crashes, 255
preparations, 272 headers (OSI model), 643
preventive maintenance, 290-293 headphones, 334, 513
RAID, 282-284, 298
read/write failures, 297
 ID cards 1185

headsets, 19, 330, 429 host machines, virtualization, 590

AR headsets, 428 Host-only mode (virtual NIC), 673
cell phone headsets, 652 hosted hypervisors. See Type 2 hypervisors
VR headsets, 18, 428 Hot Key Power On power setting (ACPI), 193
healthy status state (disk management), 297 hot swapping, RAID drives, 284
heat pipes, 86 hotfixes, 846
heat sinks, 86-87 hotspots, 449, 587
airflow, 190 HPA (Host Protected Area), 278
installing, 91-92 HT (Hyper-Threading Technology), 79
heat spreaders, 215 HTML (Hypertext Markup Language), 695
heavy lifting, 25 HTTP (Hypertext Transfer Protocol), 696
help HTTPS (HTTP over SSL), 697
commands, finding help for, 782 hubs
net help command, 688 defined, 626
PowerShell, 821 Ethernet, 626
Windows dialog boxes, 745 self-powered hubs, 46
help command, 791 switches versus, 626
hertz, defined, 24 USB hubs, 46, 136
hexa-core processors, 80 humidity
HFS (Hierarchical File Systems), 274, 839 component handling/storage, 1049
HFS+ (Hierarchical File System Plus), macOS support, UPS/SPS battery backups, 1059
934 paper, 375
hibernation mode humility (technician skills), 953
ACPI, 192 hybrid clouds, 596
hard drives, 280 hybrid drives, 483
RAM, 280 hybrid SSD, 258
hidden shared folders, 998 Hyper-V, 592, 832
hidden shares, 991-992 hyperthreading, 79, 120
high resource utilization (mobile devices), 505 HyperTransport, 80
high voltage power supplies (laser printers), 370 hypervisors, 590-591
high-level formatting, hard drives, 272, 279-280
hijacked email accounts, 1007 I
hijacked web browsers, 608-610
I/O (Input/Output) addresses, 127, 130-131
hijacking TCP/IP, 980
I/O shields, 174
history, web browsing, 599
IaaS (Infrastructure as a Service), 594
Hkey_Classes_Root subtree, 759
iCloud (macOS), 922, 928
Hkey_Current_Config subtree, 759
Apple iOS device synchronization, 458
INDEX
Hkey_Current_User subtree, 759
Back to My Mac, 923
Hkey_Local_Machine subtree, 758
backups, 461
Hkey_Users subtree, 758
mobile device email configuration, 454
HLP (Help) file extension, 747
screen-sharing, 923-924
hold gestures, 435
ICMP (Internet Control Message Protocol), 695, 980
home folder (AD), data storage, 986
icons, Windows desktop, 733, 736
home networks, 625
ID cards
home server computers, 534, 538
magnetic card readers, 19, 428, 431
HomeGroups, 621-623, 841
process ID, listing, 801
creating, 704-706
RFID, security, 962
passwords, 972
hop command, 726
host addresses, 647
1186 IDE (Integrated Drive Electronics)

IDE (Integrated Drive Electronics), 259-261 incident reports, 1025-1026, 1040-1041, 1062-1063
cables, 260 incineration (document security), proof of, 965
configuring, 121 incorrect color patterns, troubleshooting, 144
connectors, 171 incremental backups, 999
eSATA, 264 indexing files/folders, 751
PATA, 261-262, 265-266 indicator lights
SATA, 261-263 POST, 116
identifying problems (logical troubleshooting), 543 printers, 402
IDS (Intrusion Detection Systems), 1016 industrial computers, 534
IEEE 802.11 wireless standards, 447-448 INF (Information) file extension, 747
ifconfig command, 686, 945-946 infconfig command (Linux), 944
iGPU (integrated GPU), 82, 121 information technology (IT)
illustration/drawing pads. See digitizers certifications, 5-6
image deployments, Windows, 833 skills, 6-8
image management software, 674 Infrared (IR) wireless input devices, 60
images infrastructure mode
distorted images, troubleshooting, 144 wireless networks, 654
print to image option (virtual printing), 378 wireless printers, 398
system images, 760-761 inherited permissions, 995
imaging INI (Initialization) file extension, 747
backups, 999 Initialize Disk option (disk management), 298
corporate Windows deployments, 842 initializing
dism command, 788 disk management, 875
MDT, 842 variables (Windows scripting), 810
re-arming activation clocks, 842-843 ink cartridges, 363-365, 387
reimaging hard drives, 842 CIS, 379
SIM, 842 inkjet printers, 366
Sysprep, 842 laser printers, 409
WDS, 842 recycling, 379
imaging drums (laser printers), 370 refilling, 379-380
IMAP (Internet Message Access Protocol), 453, 697 replacing, 384
IMEI (International Mobile Equipment Identity), 435-436 toner, 370-371, 380
impact printers troubleshooting, 409
advantages, 363 Ink setting (macOS, System Preferences), 928
bidirectional printing, 363 inkjet printers, 376
defined, 361 alternatives, 366
feeders/trays, 375 belts, 365
maintenance, 381 carriages, 365
overheating, 363 color printing, 365-366
paper, 363 defined, 361
print heads, 361-363 disadvantages, 366
printheads, 361 duplexing assemblies, 365
print ribbons, 361 ink cartridges, 363-365
print wires, 361 maintenance, 381-383
re-inking, 380 modes, 365
troubleshooting, 407-408 optimized DPI, 366
impersonation (social engineering attacks), 978 paper trays/feeders, 365
IMSI (International Mobile Subscriber Identity), 436 power supplies, 365
In Use field (Task Manager Performance tab), 232 print heads, 363-364, 382
in-place upgrades, Windows, 833-846 refilling cartridges, 379
 installing 1187

rollers, 365 hard drives, 293-298

stabilizer bars, 365 heat sinks, 91-92, 190
stepper motors, 365 joysticks, 347
troubleshooting, 408 light switches (smart), 681
input (Windows scripting), 808 memory, 227-228, 234
input devices buying memory, 224-226
cameras/webcams, 19 laptops, 482
game controllers, 19 overview of, 226
headsets, 19 planning installations, 214-226
keyboards, 16-18, 58 researching memory, 224-226
laptops, 478-481 types of memory to install, 220-223
Num Lock indicator lights, 507 motion sensors, 348
ports, 34-35 NIC, 139, 671
special function keys, 480-481 ODD, 319-321
sticking keys, 508 PATA
troubleshooting, 507-508 cables, 265
mice, 16-18, 34-35, 58 devices, 265-266
microphones, 19 printers, 389, 393, 403
signature pads, 19 local printers, 388
touchpads, 19, 479 USB printers, 386-388
trackpads, 509 processors, 88-90
wireless, 59-60 RAM, 234
installing remote network installations, Windows, 833
adapters, 15, 132-135 repair installations, Windows, 833
apps, 442 SATA drives, 267-270
troubleshooting, 506 security cameras, 682
Windows installations, 857-860 smart card readers, 348
ATX connectors, 189 software, Windows installations, 857-860
automated installations, 842-843 sound cards, 328
barcode scanners, 346 speakers, voice-enabled smart speakers, 683
biometric devices, 346-347 SSD, 270-271, 299
Bluetooth, mobile devices, 446 storage devices, 293-298
clean installations, 462, 833-834 thermostats (smart), 680-681
devices in Windows thick clients, 675
audio devices, 854 thin clients, 674-675
Device Manager, 852-854 unattended installations, Windows, 833
Devices and Printers Control Panel, 852 USB devices, 134-135

INDEX
displays, 855 USB ports (extra), 48
troubleshooting installations, 855-857 video adapters, 143
digital assistants, 683 voice-enabled smart speakers, 683
digitizers, 348 Windows, 832. See also preinstalling, Windows
door locks (smart), 683 backups before Windows OS installations, 840
drivers, 132-133 clean installations, 833-834
eSATA device drivers, 853
brackets, 138 disabling interfering software, 841
cards, 138 image deployments, 833
drives, 269-270 overview of, 841-842
fans, 91-92, 189-190 phases of, 841
fingerprint readers, 346-347 planning drive space, 837
game controllers, 347 refresh option, 833
1188 installing

remote network installations, 833 DSL modems, 584-586, 691

repair installations, 833, 845-846 external modems, 574
restore option, 833 internal modems, 574
security scans, 840 phone line isolators, 587
setup log files, 845 phone line limits, 578
troubleshooting installations, 843-845 preventive maintenance, 587
unattended installations, 833 satellite modems, 586-587
verifying installations, 843 surge protectors, 587
with older OS, 881 xDSL, 584
wireless AP, 1023-1024 PSTN, 579-581
wireless NIC, 671 security, 1003
ZTI, 833 blacklists, 1010
integers (Windows scripting, variables), 810 digital security certificates, 1008
integrated motherboard ports, 57-58 DMZ, 1010
integrated peripherals, configuring, 120 DNS configuration, 1005-1007
integrity, personal, 1073 email, 1007
Intel HT. See hyperthreading end-point management servers, 1016
Intel processors, 83-84 firewalls, 1009
interference (antennas), 661 IDS, 1016
interfering software, disabling in Windows OS instal- IPS, 1016
lations, 841 MBSA, 1004
intermittent device failures, troubleshooting, 550-551 proxy servers, 1008-1009
internal cables, removing, 169-172 removing malware, 1004-1005
internal data buses, 73 UPnP, 1010
internal fixed disks, 880 UTM systems, 1016
internal hard drives whitelists, 1009
laptops, 484 Windows Defender, 1004
partitions, 880 serial communication, 575-577
internal modems, 574 UTM systems, 1016
internal networks option (VM), 591 VoIP, 579-581
internal shared resources, cloud computing, 597 web browsers, 599
internal speakers, 331 wireless connectivity, 589
internal USB connectors, 48 Internet Accounts setting (macOS, System Preferences),
Internet 928
connectivity. See connectivity Internet calling (mobile device OS), 441
content filtering, 1016 Internet Explorer 11, Internet Options window, 597
convergence, 580 Advanced tab, 599, 607-608
dial-up networks, 574 Connections tab, 598, 605
end-point management servers, 1016 Content tab, 598, 603-604
fiber networks, cable modems, 583 General tab, 598-600
IDS, 1016 Privacy tab, 598, 602-603
IPS, 1016 Programs tab, 599, 606-607
ISP, 586 Security tab, 598, 601
modems Internet layer (TCP/IP model), 645, 697
56 kbps modems, 577-579 interpolation, scanners, 337
cable modems, 581-584, 691 interpreted programs, defined, 803
connectivity, 574 Interrupt Requests. See IRQ
dial-up networks, 574 interrupts
digital modems, 579 Device Manager, 128-130
digital versus analog phone lines, 578 IRQ, 127, 130
 kids 1189

MSI/MSI-X, 128 ITX motherboards, 101

PCI, 127-128 iwconfig command (Linux), 944
PCIe, 127-128 iWork (macOS), 922
Intruder detection error message, 547
intrusion detection/notification, configuring, 121 J
invalid status state (disk management), 298 jailbreaking mobile devices, 503
inventory management, 180, 1063 jams (printers), 383, 403
inverters, laptop displays, 493, 499 jargon (communication skills), 1069
IOPS (Input/Output Operations Per Second), 540 JBOD (Just a Bunch of Disks), 281
IoT (Internet of Things), smart devices, 677 jewelry, personal safety, 1044
digital assistants, 683 joysticks, 347
door locks, 683 JPEG (Joint Photographic Experts Group) files, 337, 343
light switches, 681 JPG (Joint Photographic Experts) extension, 747
security cameras, 682 jumpers, 124-126
thermostats, 680-681
voice-enabled smart speakers, 683 K
Z-wave, 678-680
Zigbee, 678-679 Kali website, 939
IP (Internet Protocols), 645 KB (Kilobytes), 22-24
alternative configurations, 668 Kerberos protocol, 971
alternative IP addresses, 668 kernels
assigning the same address to multiple devices, 666 defined, 10
broadcast addresses, 648 kernel panic (macOS), troubleshooting, 931
changing, 666 Linux, 727, 939
IPv4 addresses, 646-650 key fobs, security, 962
IPv6 addresses, 646 Keyboard error or no keyboard present message, 547
NAT, 1014 Keyboard is locked out—Unlock the key message, 547
network numbers, 647 keyboards, 16
statically configuring, 666 cleaning, 17, 178
subnet masks, 1085-1087 Keyboard setting (macOS, System Preferences), 928
VoIP, 579-581 KVM switches, 19, 339
ipconfig command, 686, 791-792 laptops
IPS (Intrusion Prevention Systems), 1016 repairing, 478
IR (Infrared), 451, 496 special function keys, 480-481
irate customers, handling, 559-560 Num Lock indicator lights, 507
IRQ (Interrupt Requests) number lock key, configuring, 120
Device Manager, 130 ports, 34-35

INDEX
multiple-device port assignments, 127 PS/2 ports, 58
ISDN (Integrated Services Digital Network), 579, 706 special function keys, 480-481
isotropic antennas, 661 sticking keys, 508
ISP (Internet Service Providers), 586 troubleshooting, 17-18, 507-508
IT documentation Keychain Access (macOS), 932
incident reports, 1062-1063 keyloggers, 976
inventory management documentation, 1063 keys
knowledge bases/articles, 1062 electronic key cards, 961
network topology diagrams, 1060 KMS, licensing, 843
policies, 1063-1064 keywords, scripting languages, 809
iTunes kids
Apple iOS device synchronization, 459 exploitation, incident reports, 1026
apps, 442 parental control, 1013
backups, 462
1190 kill command (macOS)

kill command (macOS), 935 expansion slots, 469-470

killing (stopping) processes/tasks, 800, 893 external devices, 467-468
Kingston Technology website, 224 GPS, troubleshooting, 514
KMS (Key Management Service), licensing, 843 hard drives, 467, 483-485
knives (Swiss army), 166 hardware, 466
knowledge bases/articles, 1062 headphones, troubleshooting, 513
KVM (Keyboard, Video, Mouse) switches, 19, 339 keyboards
repairing, 478
L special function keys, 480-481
L1 caches, 77 lid close detectors, 494, 509
L2 caches, 77 memory, 481-482
L3 caches, 77 microphones, 493, 498
labeling network cables, 635 miniPCIe cards, 469
ladder racks, 638 modem cards, 469
Language & Region setting (macOS, System Preferences), monitors, 467
928 motherboards, repairing, 476
languages networks, troubleshooting, 513
compiled languages, 808 NIC, 488
scripting languages, 804, 808-809 optical drives, 467, 486
Windows language settings, 841 port replicators, 468
LAN (Local Area Networks), 620 power supplies
Wake on LAN feature, 192-193, 672 buying, 471
WLAN, 620, 1017, 1150 fuel cells, 473
laptops, 466 Li-ion batteries, 473, 504, 1047-1048
batteries, 471-474, 504, 1047-1048 performance, 473-474
Bluetooth, 446, 487, 514-515 removing, 473
cellular cards, 469 troubleshooting, 511-513
closing, 494, 509 zinc-air batteries, 473
DC jacks, replacing, 489 processors, replacing, 477
disassembly, 466, 475 removing
displays, 177, 491 displays, 494-496
backlights, 492 touchscreens, 496
CCFL, 492-495 repairs
digitizers, 493 Bluetooth cards, 487
inverters, 493, 499 DC jacks, 489
LCD, 492-495 displays, 494-499
LED, 492, 495 hard drives, 483-486
microphones, 493, 498 keyboards, 478
OLED, 492-494 memory removal/installation, 482
orientation, 493 microphones, 498
removing, 494-496 motherboards, 476
repairing, 494 processors, 477
resolution, 495 smart card readers, 487
rotating/removable screens, 493 sound, 490
TFT, 492 touchpads, 479
troubleshooting, 509-510 touchscreens, 496
webcams, 493, 498 video cards, 491
WiFi antennas, 493 webcams, 498
docking stations, 468 WiFi cards, 487
environmental enclosures, 1057
 laser printers 1191

rotating/removable screens, 493 power supplies, 511-513

security processors, 477
antimalware software, 499 smart card readers, 487
antivirus software, 499 sound, 490
cable locks, 499 speakers, 513
cameras, 502 touchpads, 479
data transmission limits, 503 touchscreens, 496
factory resets, 500-501 video cards, 491
failed logins, 501 webcams, 498
GPS tracking, 500 WiFi cards, 487
jailbreaking, 503 wireless connectivity, 513-514
leaked data, 501-502 video cards, replacing, 491
microphones, 502 webcams, 493, 498
physical laptop locks, 499 WiFi antennas, 493
remote wipes, 500 WiFi cards, replacing, 487
rooting, 503 wireless antennas, 488, 660
sandboxes, 499 wireless cards, 469
system lockouts, 501, 894 wireless connectivity
unauthorized access, 501 troubleshooting, 513-514
unauthorized tracking, 501 wireless WAN connectivity, 589
updates, 500 large-format inkjet printers, 366
upgrades, 500 laser lenses (ODD), cleaning, 323
USS, 499 laser printers, 376
wireless connectivity, 499 charging, 368
smart card readers, replacing, 487 cleaning, 368-369
sound, troubleshooting, 490 compressed air, 385
speakers, troubleshooting, 490, 513 conditioning rollers, 368-369
storage control panel assembly, 370
hard drives, 483-485 defined, 361
optical drives, 486 density control blades, 368-370
smart card readers, 487 developing cylinders, 368-370
storage cards, 424 duplexing assemblies, 370
temperature changes, 472 e-clips, 385
touchpads, repairing, 479 ECP, 370
touchscreens, removing, 496 erase lamps, 368-370
traveling with, 504 exposing phase, 368
troubleshooting fuser assemblies, 368-370

INDEX
Bluetooth, 487, 514-515 fuser cleaning pads/fuser wands, 385
DC jacks, 489 fusing rollers, 370, 386
displays, 494-499, 509-510 ghost images, troubleshooting, 409
GPS, 514 high voltage power supplies, 370
hard drives, 483-485 imaging drums, 370
headphones, 513 imaging process, 368-369
inverters, 499 ink cartridges, 384
keyboards, 478 main motors, 370
memory, 482 maintenance, 383-386
microphones, 498 memory upgrades, 380
motherboards, 476 noises, 369
networks, 513 overheating, 385
optical drives, 486 ozone gas, 385
1192 laser printers

parts, 367-370 light switches (smart), 681

pickup rollers, 370 Lightning ports, 49-50, 59, 443
power supplies, 369-370 lights (indicator), POST, 116
primary (main) corona, 370 Lightweight Directory Access Protocol (LDAP), 697, 1117
printing process, 367 Li-ion batteries, 473, 504, 1047-1048
raster imaging process, 368 LILO (Linux Loader), 952
registration assemblies, 370 limited connectivity (networks), 689-690
safety, 367 line conditioners, 1053
scanner units, 370 line-of-sight networks, 588, 706
separation pads, 370 link-local addresses, 646
spilled toner, 371 lint-free cloths, 178
streaks, troubleshooting, 409 Linux
toner cartridges, 370-371, 380, 409 backups, 943
transfer belts, 368 best practices, 952
transfer coronas, 368-370, 385 bootloaders, 952
transfer pads, 368 bootups, 939
transfer rollers, 368 CLI
troubleshooting, 385, 404, 408-409 copying data, 948-950
UPS, 1055 finding files, 951
vertical lines, troubleshooting, 409 missing GRUB/LILO, 952
write-black, 369 network configuration, 945-946
write-white, 369 obtaining software, 947-948
Last Known Good Configuration (Advanced Boot Options shutting down systems, 944-945
menu), 888 viewing processes, 947
latency, networks, 687 commands, 944-951
Launcher (Ubuntu), 940 distros, 939
launchers (mobile device OS), 441 file systems, 941-942
launching apps, 858 GRUB, 952
Launchpad (macOS GUI), 920-921 hard drives, partitioning, 948-950
LCD monitors, 145-147, 177, 492-495 kernel, 727, 939
LDAP (Lightweight Directory Access Protocol), 697, 1117 LILO, 952
leaked data, mobile devices, 501-502 managing, 941-943, 949-950
LED (Light-Emitting Diodes), 492, 495, 549 open source code, 727
legacy systems, 694 predownloading packages, 948
less command (macOS), 935, 938 root users, 936
LGA (Land Grid Array) sockets, 85 security (logical), 970
LGA 1150 sockets, 86 Ubuntu
LGA 1151 sockets, 86 backups, 943
LGA 1155 sockets, 86 CLI, 944-952
LGA 1156 sockets, 86 GParted disk management tool, 941, 949-950
LGA 2011 sockets, 86 Software Updater tool, 942
LGA 2066 sockets, 86 Ubuntu Software Center, 942
libraries, 746, 993 Unity GUI, 940-941
licensing updating, 942-943
corporate Windows deployments, 843 user forums, 951
KMS, 843 websites, 951
software/apps, 973 liquid cooling systems, 86
lid close detectors (laptops), 494, 509 liquid crystal displays. See LCD monitors
lifting techniques (personal safety), 25, 1044 list folder contents NTFS permission, 995
light printing (printer issues), 408 listening skills, 1070
 low memory errors (printer issues) 1193

listsvc command, 787-789 logical security

lithium-ion batteries. See Li-ion batteries ACL, 969
live tiles (Windows desktop), 734 antimalware, 968
LMS (Learning Management Systems), 596 antivirus, 968
load alternate third-party drivers, 839 authentication, 968
loading BIOS/UEFI passwords, 970-971
apps, troubleshooting, 507 directory permissions, 969
graphical interface fails to load errors, 883 DLP, 969
programs at startup, stopping, 883 email, filtering, 969
local area networks. See LAN firewalls, 968
local connectivity (networks), 685 Linux, 970
local government regulations, workplace safety, 1040 passwords, 968, 971-972
local printers, installing, 388 ports, 969
local resources (networks), security, 685 screen savers/locks, 972
AD, 732, 983-986 trusted/untrusted sources, 970
authentication, 981 user ID, 972
authorization, 981 VPN, 969
user management, 981-983 logical troubleshooting
local security policies (AD), 987 establishing theory of probable cause
local shares, 991 boot process, 544-545
local storage, backups, 998 diagnostics, 548-549
Local Users and Groups tool (Windows), 870-871 documentation, 554
locate command (Linux), 944, 951 error messages, 545-548
location tracking (unauthorized), 501 hardware errors, 550
locator apps, 439-441 implementing preventive measures, 554
lock screens (mobile devices), 435 intermittent device failures, 550-551
lockouts (system), 501, 894 plans of action, 554
locks POST codes, 545-547, 550
biometric locks, 963 software errors, 551
cable locks, 499, 963 testing theories to determine cause, 551-553
door locks verifying full system functionality, 554
physical security, 962 identifying problems, 543
smart door locks, 683 logins (failed), mobile devices, 501
facial recognition locks, mobile devices, 500 logistics, audio subsystems and computer design, 540
fingerprint locks, mobile devices, 500 logons
Lock Computer option, 983 logon scripts, AD user accounts, 985
passcode locks, mobile devices, 500 time restrictions, workgroups, 982

INDEX
physical laptop locks, 499 Windows, 733
screen locks, 500, 972, 983 LoJack
screen savers/locks, 972 BIOS/UEFI security, 971
server locks, 963 configuring, 121
swipe locks, mobile devices, 500 long touch gestures, 435
USB locks, 963 loopback plugs, 550, 638
log entries, reviewing (troubleshooting), 543 loops (Windows scripting), 813, 817
logging events (auditing), 988 for loops, 819-820
logging servers, 693 while loops, 818-819
logical drives, 276-277 lost clusters, locating, 290
logical operators (Windows scripting), 817 lost mode, mobile devices, 500
logical partitions, 838 loud noises, troubleshooting, 197
low memory errors (printer issues), 404
1194 low RF signals, wireless networks

low RF signals, wireless networks, 664 Launchpad, 920-921

low-level formatting, hard drives, 272, 404 macOS distributions by release number/name, 918
ls command (macOS), 934-937 managing
LTE (Long Term Evolution) networks, 451, 588 Safe mode, 929
lumens, projectors, 341 System Preferences, 927-929
manual, accessing, 938
M menu bar, 920
M.2 expansion cards, 470 Mission Control, 920
M.2 slots, 121 POSIX, 919
M.2 SSD, 260 printers in macOS environments
MAC addresses, 645 installing, 393
ARP, 694 viewing print histories, 394
filtering, 1022 Remote Disc, 926
formats of, 646 Safe mode, 929
machine code, 808 shells, 919
macOS, 727, 918 Spotlight, 920
Activity Monitor, 930 System Information, 931
APFS, 934 System Preferences, 927-929
Apple ID, 923 system restores, 924-925
App Store, 923-924 system updates, 924
apps, 439-442 Terminal, 926, 934
backups, 924-925 Time Machine, 924-925
best practices, 952 touchscreens, calibrating, 498
Boot Camp, 934 troubleshooting
commands, 934-938 Force Quit, 926
computers, adding to domains, 665 kernel panic, 931
Console, 931 Safe mode, 929
desktop, 919 spinning pinwheels, 930
Disk Utility, 933 System Preferences, 927-929
Dock, 919-920 Terminal, 926
dual-boot systems, 731 updates, 924
Finder, 919 utilities, 930-934, 938
Force Quit, 926 magnetic card readers, 19, 428, 431
gestures, 922 magnetic hard drives, 254-256
GUI magnetic screwdrivers, 166
desktop, 919 mail servers, 693
Dock, 919-920 main motors (laser printers), 370
Finder, 919 mainboards. See motherboards
gestures, 922 maintenance. See also troubleshooting
Launchpad, 920-921 APs, 676
menu bar, 920 hard drives, 290-293, 876-877
Mission Control, 920 keyboards, 17
Spotlight, 920 kits, 178
hard drives, 933-934 mice, 17
HFS+, 934 modems, 587
iCloud, 922-924 ODDs, 322-323
iWork, 922 OS, 906
kernel panic, 931 preventive maintenance, 177-180
Keychain Access, 932 printers, 380-386
 memory 1195

projectors, 342 network printers, 692

scanners, 338 ports, 1014
maintenance counters, laser printers, 385 to shares, 703-704
maintenance kits, laser printers, 384 Marketplace (Amazon), 442
male ports, 34 marking subsystem (printers), 360
malware masks (dust/air filter), 178, 1044
antimalware, 968 master devices, 265
Disable Early Launch Anti-Malware Protection mats (ESD), 164
(Advanced Boot Options menu), 888 mATX motherboards, 101
firewalls and, 1009 MB (Megabytes), 22-24
mobile devices, 499 MBR (Master Boot Record), 278, 545
end-user education, 975-978 MBSA (Microsoft Security Analyzer), 1004
mobile devices, 464 MCBF (Mean Cycles Between Failure), 317
removing, 1004-1005 md command, 777, 792
man command (macOS), 935, 938 MDM (mobile device management), 463-464, 1017-1018
MAN (Metropolitan Area Networks), 620 mdsched, 234
managed switches, 626 MDT (Microsoft Deployment Toolkit), corporate Windows
managing deployments, 842
apps, 878 measured services, cloud computing, 597
cables, 636, 1040 mechanical drives, 483, 486
change management, 1064-1065 Media Center (Windows), 732
conflict management, 1073-1075 media (digital), DRM, 973
Disk Management tool, 838 memory
domains, 794-795 access time, 224-225
dynamic disks, 281 buffer, 317
end-point management servers, 693, 1016 buffered memory, 217
image management software, 674 buying, 224-226
inventory management, 1063 cache memory, 77, 213, 228-229
Linux, 941-943, 949-950 CAS latency, 225
macOS, 927-929 CD-ROM discs, 315
MDM, policies, 1017-1018 CF cards, 424-426
memory, 234-235 chips/modules, 213
mobile devices, MDM, 463-464 CL modules, mixing, 226
patches, 997-998 CL ratings, 225
services, 878 CMOS, 123-126
storage, 908 DDR, 215
storage devices. See disk management DDR2, 215

INDEX
time, 1072 DDR3, 215-218
throttling, 90 DDR3L, 215
updates, 997-998 DDR4, 215
users, 981-984. See also AD DDR4L, 215
UTM systems, 1016 DIMM, 213-218, 221-228
mantraps (physical security), 963-964 DIP chips, 213
manually deleting files, 1005 double-sided, 217
manuals, macOS, 938 DRAM, 212-215
MAPI (Messaging Application Programming Interface), dual-channel, 220-223
454 dual-voltage, 217, 482
mapping DVD-ROM discs, 315
from command prompts, 703 ECC, 217-218
hard drives, 688 features of, 216-217
1196 memory

FFBDIMM, 217 RAM, 13, 142, 212-213, 222, 234, 289, 424
flash memory, 235-236, 257-258, 424 adding to hard drives, 235
CF, 343 hibernation mode, 280
MMC, 343 Hyper-V client, 592
SSD, 483-485 OS limitations, 727
heat spreaders, 215 Virtual PC, 592
installing, 227-228, 234 refreshing, 213
buying memory, 224-226 registered, 217
overview of, 226 removing, 227-228
planning installations, 214-226 requirements, 213, 219
researching memory, 224-226 researching, 224-226
types of memory to install, 220-223 ROM, 212, 315
laptops, 481-482 safety, 227
limitations of, 219 sample advertisements, 224-225
managing, 234-235 SDRAM, 215
memory addresses, 127, 131 shared system, 142
memory card readers, 344 SIMM, 213
memory cards, 424 single-sided, 217
Memory Diagnostics tool (Windows), 234 smart card readers, 424, 487
memory optimal error message, 547 SODIMM, 213, 481-482
Memory size decrease error message, 547 software instructions, fetching, 213
Memory Sticks, 343 SPD, 217
Memory test fail message, 547 speed, 224-225
module types, 214-218 SRAM, 213, 228-229
monitoring Windows, 231-233 storage cards, 424
motherboards thermal sensors, 217
chip support, 215 triple-channel, 223
design, 536 troubleshooting, 228, 234-235, 901-902
maximums, 220 types of, 13-15, 220-223
multicore processor access, 80 unbuffered, 217
non-ECC, 217 upgrading, 218, 228, 235
non-parity, 217-218 video, 141-142
NVMe, 260 virtual memory, 229-230, 288-289, 901-902
OS requirements, 218-220 wear leveling, 257
pages, 229, 289 Windows Memory Diagnostics, 885
parity, 217 write amplification, 257
performance, 224-225, 228, 235 XMP, 217
physical packaging, 213 mentoring skills, 611
planning installations menu bar (macOS GUI), 920
buying memory, 224-226 meter rules (electricity), 181
determining how much memory to install, 218-223 metered services, cloud computing, 597
memory features, 216-217 MetroE (MetroEthernet), network connections, 706
memory module types, 214-218 Metro UI, 832
OS requirements, 218-220 mice
overview of, 226 cleaning, 17
researching memory, 224-226 KVM switches, 19
POST error codes, 228 optical mice, 16
printers, 380, 404 ports, 34-35
quadruple-channel, 223 PS/2 ports, 58
troubleshooting, 17-18
 mobile devices 1197

micro-ATX motherboards, 101 mobile connectors, 444-448

micro-ATX power supplies, form factors, 185 mobile devices, 535
micro-USB ports, 45, 443 accessories, 428
microphones, 19 Android OS, 729
computer design, 540 applying, 431
laptop displays, 493, 498 apps, 439, 442
laptops, troubleshooting, 490 backups
mobile devices, troubleshooting, 490 Android devices, 459-460
unauthorized activation, 502 Apple iOS devices, 461-462
Windows, 329 remote backups, 455
microprocessors. See processors Windows devices, 462
microSD (Secure Digital) memory cards, 424 batteries, 428-430
Microsoft HomeGroups, 621-623, 704-706 Bluetooth, 444
Microsoft Paint (PNG) extension, 747 installing, 446
Microsoft Store, 442 troubleshooting, 514-515
Microsoft Upgrade Advisor, 840 cell phones, 438
MIDI (Musical Instrument Digital Interface) audio ports, CF cards, 424-426
59, 324 Chrome OS, 729
migration (data), 835 disassembly, 475
MIME (Multipurpose Internet Mail Extensions), email displays, 177, 509-510
configuration on mobile devices, 454 disposal of/recycling, 1046
MIMO (Multiple Input/Multiple Output) antennas, 651, 663 e-readers, 421-422
mini DisplayPort, 467 email, 453-455
mini-DIN connectors, 34 firmware, security, 500
mini-HDMI connectors, 38 full device encryption, 1000-1001
miniPCIe cards, 469 GPS, 420-421, 514
miniPCI/PCIe adapters, 469 hard resets, 504-505
miniSD (Secure Digital) memory cards, 424 headphones, troubleshooting, 513
mini-USB ports, 45, 443 iOS, 729
Mint website, 939 lock screen, 435
mirroring (disk), 284 lost mode, 500
Mission Control setting (macOS, System Preferences), malware, 464
920, 928 MDM, 463-464, 1017-1018
MITM (Man-in-the-Middle) attacks, 979 mobile storage, 424, 487
mITX motherboards, 101 networks
mkdir command (macOS), 934 configuring, 448
MLC (Multi-Level Memory Cells), 257 troubleshooting, 513

INDEX
mmc command, 792 notification areas, 432
MMC (Microsoft Management Console), 861 optical drives, replacing, 486
opening, 798 OS, 423, 432-435, 439-441, 729
starting, 792 phablets, 421-422. See also smartphones; tablets
MMC (multimedia cards), 343 ports, 443
MMS (Multimedia Message Service), 451 power supplies, troubleshooting, 511-513
mobile connectivity. See also connectivity protective covers, 428-430
cellular, 588 screens
mobile hotspots, 587 calibration, 440
tethering, 588 protective covers, 428-430
WiMAX security
line-of-sight networks, 588 antimalware, 464, 499
WiBro, 589 antivirus software, 499
wireless broadband, 588
1198 mobile devices

app scanners, 464 cars, 456

Authenticator apps, 500 clouds, 456
cable locks, 499 connection types, 457
cameras, 502 desktops, 456
cell tower analyzers, 465 tablets, 420-421, 439-442. See also phablets
data transmission limits, 503 traveling with, 504
facial recognition locks, 500 troubleshooting
factory resets, 500-501 app installations, 506
failed logins, 501 app log errors, 506
fingerprint locks, 500 Bluetooth, 514-515
firmware, 500 displays, 509-510
GPS tracking, 500 email, 507
jailbreaking, 503 GPS, 514
leaked data, 501-502 hard resets, 504-505
lost mode, 500 headphones, 513
microphones, 502 high resource utilization, 505
passcode locks, 500 keyboards, 507-508
physical laptop locks, 499 loading apps, 507
PIN, 500 networks, 513
remote wipes, 500 power supplies, 511-513
rooting, 503 soft resets, 504
sandboxes, 499 speakers, 513
screen locks, 500 trackpads, 509
security patterns, 500 wireless connectivity, 513-514
swipe locks, 500 unlocking, 435
system lockouts, 501, 894 waterproofing, 428
unauthorized access, 501 wearable devices, 420, 426
unauthorized tracking, 501 wired connectivity, 443-444
updates, 500 wireless connectivity
upgrades, 500 Airplane Mode, 448
USS, 499 Bluetooth, 444-448
WiFi analyzers, 464 cellular connectivity, 448, 451
wireless connectivity, 499 GPS, 448
smart cameras, 421-423 hotspots/tethering, 449
smart card readers, 424, 487 IEEE 802.11 wireless standards, 447-448
smartphones, 420-422, 435. See also phablets IR, 451
apps, 439-442 NFC, 450
baseband updates, 437 RFID tags, 449
IMEI numbers, 435-436 security, 499
IMSI, 436 troubleshooting, 513-514
PRI, 437 VPNs, 452
PRL, 437 mobile docking stations, 428-430
radio firmware updates, 437 mobile USB ports, 443
SIM cards, 436 mobile wallets, 441
soft resets, 504 modems
sound, troubleshooting, 490 56 kbps modems, 577-579
speakers, troubleshooting, 513 cable modems
synchronization, 455 bandwidth, 584
Android devices, 457 cable TV and, 581
Apple iOS devices, 458-459 connectivity, 581-582
 motherboards 1199

downstream transmissions, 584 LCD monitors, cleaning, 177

Ethernet ports, 582 multi-monitor taskbars (Windows), 832
fiber networks, 583 multiple monitors, 541
hardware requirements, 584 proprietary crash screens, 548
NIC connectivity, 581 screen savers, 200
ports, 582 troubleshooting, 198
speeds, 584 types of, 541
troubleshooting, 691 video adapters, 541
upstream transmissions, 584 video connectors, 37
USB connectivity, 582 video ports, 35, 41
cards, 469 DisplayPort, 38
connectivity, 574 DVI ports, 36-37
dial-up networks, 574 HDCP ports, 40
digital modems, 579 HDMI ports, 38-39, 58
digital versus analog phone lines, 578 S-Video ports, 36
DSL modems, 584 VGA ports, 36-37
bandwidth, 585 voltage, 182
cable/modem connectivity, 586 more command, 792
phone filters, 586 motherboards
ports, 585 adapters, 14-15, 58, 167, 173
troubleshooting, 691 antistatic measures, 103
external modems, 574 ATX, 101
internal modems, 574 audio ports, 50, 59, 324-326
maintenance, 587 batteries, 123-124
phone line isolators, 587 BIOS, 116-126, 132, 149, 192-193, 271, 284, 544-545
phone line limits, 578 cables, 169-172
ports, 52, 59 chipsets, 100, 536
satellite, 586-587 computer design, 536-537
surge protectors, 587 configuring, 173
troubleshooting, 691 connectors, 169-172, 185
xDSL, 584 ATX connectors, 189
modify NTFS permission, 995 D-shell connectors, 34
Molex-to-SATA power converters, 186 mini-DIN connectors, 34
monitoring USB connectors, 48
memory, Windows, 231-233 defined, 13
performance, 904 diagnostic displays, 549
monitor wipes, 178 distended capacitors, 103-104

INDEX
monitors, 10 eSATA ports, 51, 59
aspect ratios, 541 expansion slots, 14-15, 93-98, 469-470
black/blank screens, troubleshooting, 884 form factors, 101-102, 186, 536-537
cables, 37 green (environmental) concerns, 101
cleaning, 178 grounding problems, 162-165
computer design, 541-542 I/O shields, 174
conferencing features, 541 integrated ports, 57-58
contrast ratios, 541 ITX, 101
CRT monitors, disposal of/recycling, 1046 laptops, repairing, 476
disposal rules, 148 LED, 549
energy-efficiency, 196 locating, 13
external monitors, troubleshooting, 509 mATX, 101
laptops, 467 memory, 536
1200 motherboards

CAS latency, 225 MU-MIMO (multi-user MIMO) antennas, 651, 664

chip support, 215 multiboots, Windows, 833
CL ratings, 225 multicore processors, 80-85
dual-channel, 220, 223 multifactor authentication
micro-ATX, 101 logical security, 968
mITX, 101 physical security, 966
modem ports, 52 multimedia devices
Nano-ITX, 101 audio ports, 324-326
network ports, 51-52 BD, 314
onboard video cards, 140 cleaning, 323
overheating, 103 handling, 322
PAE, 230 region codes, 317-318
PATA/SATA connectors, 261 BD-R drives, 315
Pico-ITX, 101 BD-RE drives, 315
ports, 34-35 biometric devices, 346-347
POST codes, 551 camcorders, 344
power consumption, 195 CD, 314-316
power supplies, 185 burning, 317
processors, 24, 72-92, 101, 120, 130, 189-190, 536 cleaning, 323, 327
reassembling, 176 handling, 322
removing, 174-175 CD drives, 314, 317
replacing, 102-103 CD-ROM discs, 315
retaining clips, 175 CD-RW drives, 315
riser cards, 94 defined, 314
serial ports, 53, 59 digital cameras, 342-344, 355
sound card installations, 328 digitizers, 348
speaker ports, 324 DVD drives, 314
standoffs, 174 decoders, 322
troubleshooting, 103-104 region codes, 317-318
types of, 101 DVD-ROM discs, 315
UEFI, 545 DVD-RW DL drives, 315
upgrading, 102-103 DVD-RW drives, 315
motion sensors, 348 DVD, 314-316
mounting hard drives, 270, 875, 933 burning, 317
mouses cleaning, 323, 327
KVM switches, 339 decoders, 322
Mouse setting (macOS, System Preferences), 928 handling, 322
MOV files, 344 region codes, 317-318
MOV (Metal Oxide Varistors), surge protectors, 1051 fingerprint readers, 346-347
moving game controllers, 347
app icons, 442 headphones, 334
files/folders, 752-754 headsets, 330
MPG (movie clip) extension, 747 joysticks, 347
msconfig command, 793 KVM switches, 339
MSDS (Material Safety Data Sheets), 179, 1041 memory card readers, 344
MSI (Message Signaled Interrupt), 128 microphones, configuring, 329
MSI-X, 128 MMS, 451
msinfo32 command, 793, 1122 motion sensors, 348
mstsc command, 793, 905
MTBF (Mean Time Between Failures), 255, 317
 netdom renamecomputer command 1201

ODD, 314 micro-USB ports, 45

audio, 325, 334 mini-USB ports, 45
buffer memory, 317 sleep-and-charge USB ports, 46
burning discs, 317 speeds, 42
connections, 318-319 USB 2.0 ports, 42
copying files to discs, 317 USB 3.0 ports, 42
device failures, 317 USB 3.2 ports, 50
factor numbers, 316 USB-C ports, 49
installing, 319-321 USB-PD ports, 43
interfaces, 318-319 multithreading, 79
laser lenses, 323 multi-touch gestures, mobile devices, 434-435
MCBF, 317 muting audio, 329
MTBF, 317 mutual authentication for multiple services, 457
PATA connectivity, 320 mv command (macOS), 934-936
preventive maintenance, 322-323
random access time, 317 N
region codes, 317-318 naming
testing installations, 321 computers, 664
transfer speeds, 315 folders, 745-746
troubleshooting, 321-322 variables (Windows scripting), 809
optical writable media, 315-317 Windows files, 745-746
projectors, 340-342 NAND flash memory, 257
scanners, 335-338, 346 nano command (macOS), 935, 938
smart cameras, 421-423 Nano-ITX motherboards, 101
smart card readers, 348 nanometers and processor technology, 536
sound cards, 333-334 NAS (Network-Attached Storage) devices, 259, 531-532
8-bit sound cards, 326 NAT (Network Address Translation), 677, 695, 1014
16-bit sound cards, 327 NAT mode (virtual NIC), 673
24-bit sound cards, 327 Nautilus (Ubuntu), 940
analog to digital conversions, 326 nbtstat command, 793
frequency response, 327 needle-nose pliers, 166
installing, 328 NetBIOS, 697
Windows, 328-329 NetBT (NetBIOS over TCP/IP), 697
speakers, 324, 330-334 net /? command, 703
webcams, 344 net command, 688, 794
multi-mode fiber cables, 56-57, 641 net computer command, 688
multi-monitor taskbars (Windows), 832 net config command, 688
INDEX
multimeters, 166, 639 .NET Core and PowerShell, 821
multiple alternative decision structures, 815-816 net help command, 688
multiple displays, same display for multiple computers, net share command, 688
339
net start command, 688
multiple OS, virtualization, 592
net stop command, 688
multiple-device ports, IRQ assignments, 127
net use command, 688, 794
multipurpose ports
net user command, 688, 794-795
Lightning ports, 49-50, 59
net view command, 688
Thunderbolt ports, 49-50, 59
netdom command, 688, 795
USB ports, 42, 59
netdom add command, 688
Alternate Mode, 44
netdom join command, 688
charging USB ports, 46
netdom remove command, 688
installing extra USB ports, 48
netdom renamecomputer command, 688
1202 netdom reset command

netdom reset command, 688 connectivity, 684-685, 689-690, 706

netdom resetpwd command, 688 convergence, 580
netdom verify command, 688 copper media
netstat command, 696, 795-796 crossover, 629-631
Network Access layer (TCP/IP model), 645, 697 straight-through, 629
Network and Sharing Center (Control Panel), 698-701 twisted-pair, 627-634
network boots, 880 defined, 620
network cable testers, 1095 dial-up networks, 574
Network Configuration Operators group, 982 domains, 621, 625, 841
network controllers, cloud computing, 594 adding computers to, 665
network interface cards. See NIC corporate OS, 732
Network layer (OSI model), 644 domain controllers, 665
network numbers, IP addresses, 647 managing, 794-795
networking printers, 407 managing AD domains, 795
accessing networks, 399 security, 980
Bluetooth, 397-398 embedded systems, 694
print servers, 398-399 end-user device configuration, 664-669
Windows environments, 395 EoP, 641
wireless networks, 397-398 Ethernet, 640-641, 695
Network setting (macOS, System Preferences), 928 external networks option (VM), 591
networks Fast Ethernet, 695
3G, 588 FDDI, 695
4G, 588 fiber, cable modems, 583
5G, 588 GSM, 695
adapters, 791-792 home networks, 625
AP, 676 HomeGroups, 621-623, 704-706, 841
ARP, 694 HTML, 695
auditing, 988 hubs, 626
backbone, 694 ICMP, 695
bandwidth, 694 internal networks option (VM), 591
basebands, 694 IP addresses, 645
Bluetooth, 651-652 assigning the same addresses to multiple devices,
broadband, 694 666
broadcast addresses, 648 changing, 666
cabinets, 636 IPv4 addresses, 646-650
cables IPv6 addresses, 646
crossover, 629-631 statically configuring, 666
fiber, 641 LAN, 192-193, 620
labeling, 635 latency, 687
ladder racks, 638 legacy systems, 694
management systems, 636 line-of-sight, 588
network cabinets, 636 link-local addresses, 646
straight-through, 629 LTE, 588
troubleshooting, 638-639 MAC addresses, 645-646
twisted-pair, 627-634 MAN, 620
wiring racks, 637 mobile devices
CDMA, 694 configuring, 448
CIFS, 694 troubleshooting, 513
computers, viewing, 981 NAT, 695
configuring, mobile devices, 448 Network and Sharing Center (Control Panel), 698-701
 networks 1203

NIC, 1140 domains, 980

duplexes, 671-672 DoS attacks, 979
Ethernet NIC, 631 MITM attacks, 979
Ethernet star topologies, 626 permissions, 988-996
on-board NIC (BIOS/UEFI), 671 rainbow table attacks, 979
properties of, 671 reconnaissance attacks, 980
QoS, 672 replay attacks, 980
speed, 672 Smurf attacks, 980
troubleshooting, 686 spoofing attacks, 980
virtual NIC, 672-673 SSO, 980
Wake on LAN feature, 672 TCP/IP hijacking, 980
wireless NIC, 670-671 trapdoor attacks, 979
OSI model, 642 user management, 981-983
components of, 645 vulnerability scanners, 980
headers, 643 workgroups, 980
layers of, 643-644 zero day attacks, 980
mnemonic, 643 zombie attacks, 980
peer communication, 643 server-based networks, 621-622
PAN, 620 servers, 692-693
PAT, 695 services, troubleshooting, 688
patch panels, 634 shares
peer-to-peer networks, 621, 677 mapping to, 703-704
POP, 695 Sharing tab, 702-703
ports, 51-52 smart devices, 677
printers, 691-692 digital assistants, 683
private IP addresses, 647 door locks, 683
protocols, 644 light switches, 681
public IP addresses, 647 security cameras, 682
public networks, 625 thermostats, 680-681
remote access protocols, 1015 voice-enabled smart speakers, 683
remote networks Z-wave, 678-680
accessing devices, 801 Zigbee, 678-679
attaching devices, 794-796 SSL, 695
device connectivity testing, 796-797 subnet masks, 1085-1087
Remote Assistance, 905 switches, 626
Remote Desktop (mstsc command), 905 TCP, 695
Remote Settings link, 905 TCP/IP, 644, 1123

INDEX
Windows installations, 833 associated protocols/port numbers, 696-697
requirements, 625 components of, 645
resources, troubleshooting, 685 layers of, 645, 697
security message formatting, 645
access attacks, 979 thick clients, 673-675
AD, 732, 983-986 thin clients, 673-675
authentication, 981 topologies
authorization, 981 defined, 625
backdoor attacks, 979 diagrams, 1060
botnets, 979 Ethernet star topologies, 626-627
brute force attacks, 979 troubleshooting
DDoS attacks, 979 cable modems, 691
dictionary attacks, 979 connectivity, 684-685, 689-690
1204 networks

DNS servers, 687 data transfer speeds, 664

DSL modems, 691 defined, 650
ifconfig command, 686 designing, 654-659
ipconfig command, 686 desktops, 651
net command, 688 infrastructure mode, 654
net computer command, 688 line-of-sight connections, 706
net config command, 688 low RF signals, 664
net help command, 688 NIC, 670-671
net share command, 688 projectors, 341
net start command, 688 routers, 652-654, 675-676
net stop command, 688 security, 1017-1025
net use command, 688 site surveys, 662
net user command, 688 smart devices, 677-683
net view command, 688 standards, 651
netdom add command, 688 troubleshooting, 1025
netdom command, 688 WiFi analyzers (wireless locators), 663
netdom join command, 688 wireless NIC, 652-653
netdom remove command, 688 WWAN, 677
netdom renamecomputer command, 688 WLAN, 620, 1017, 1150
netdom reset command, 688 WMN, 620
netdom resetpwd command, 688 workgroups, 621-622, 841
netdom verify command, 688 passwords, 623
NIC, 686, 689-690 resource management, 624
ping command, 684-686 security, 980
printers, 692 work networks, 625
services, 688 WWAN, 620, 677
slow transfer speeds, 687 NFC (Near Field Communication), 19, 60, 349, 450
tracert command, 687 NFS (Network File Systems), 274, 839
unavailable resources, 685 NIC (Network Interface Cards), 51
types of, 620 cable modems and, 581
UDP, 695 duplexes, 671-672
updates, troubleshooting, 897 Ethernet NIC, 631
VLAN, 649 Ethernet star topologies, 626
VoIP, 695 installing, 139
VPN laptops, 488
configuring, 1014-1015 on-board NIC (BIOS/UEFI), 671
logical security, 969 properties of, 671
wall jacks, 634 QoS, 672
WAN, 620 speed, 672, 1140
Windows networks, troubleshooting, 897 troubleshooting, 686, 689-690
wired Ethernet networks, projectors, 341 virtual NIC, 594, 672-673
wireless networks, 1095, 1150 Wake on LAN feature, 672
2.4 GHz frequency, 650 wireless NIC, 652-653, 670-671, 1019
5 GHz radio frequency, 650 NLQ mode (inkjet printers), 365
ad hoc mode, 654 no OS found errors, troubleshooting, 845
antennas, 660-664 no power from power supplies, troubleshooting, 197-198
AP, 652-661, 664, 675-677, 1022-1024 noisy, 486
Bluetooth, 651-652 non-ECC memory, 217
bridges, 652 non-metered services, cloud computing, 597
components of, 652 noncompliant systems, security, 960
 optical discs 1205

Non-Paged Pool field (Task Manager Performance tab), interfaces, 318-319

233 laser lenses, 323
non-parity (memory), 217-218 MCBF, 317
non-video adapters, power consumption, 195 MTBF, 317
nonoverlapping ID channels, 658 PATA connectivity, 320
Nonpaged Kernel Memory field (Task Manager Per- preventive maintenance, 322-323
formance tab), 231 random access time, 317
NOS (Network Operating System), 621 region codes, 317-318
not initialized status state (disk management), 298 storage device design considerations, 540
NOT operators (Windows scripting), 817 testing installations, 321
Notepad, 845 transfer speeds, 315
notepad command, 796 troubleshooting, 321-322, 334
printing from, 406 OEM (Original Equipment Manufacturers), Windows OS
starting, 796 transfers, 835
writing commands in, 780 Offer Remote Assistance Helper group, 982
notifications offline (errors) status state (disk management), 298
emergency notifications (mobile device OS), 441 offline disk management status state, 298
mobile device OS, 432 offsite data storage, 1000
Notifications setting (macOS, System Preferences), ohms, 182-184
928 OK button, Windows dialog boxes, 744
update notifications, customizing, 848 OLED (Organic LED), 492-494
WEA, 441 omnidirectional antennas, 660-661
Windows desktop, 740 on-board NIC (BIOS/UEFI), 671
nslookup command, 687, 796 on-demand access, cloud computing, 597
NTFS, 273, 839 onboard devices, configuration options, 120
boot partitions, 278 onboard video cards, 140
EFS, 1001 ONE (Microsoft OneNote) file extension, 747
partitions, 275-276, 837 OneDrive, 462, 832
permissions, 989, 994-996 open authentication, 1018
system partitions, 278 open source code, Linux as, 727
volume structure, 279 open source OS, 423
NTLDR is Missing errors, 844 open source software, 918, 973
NTP (Network Time Protocol), 697 operation requires elevation messages, 803
Num Lock indicator lights (keyboards), 507 operating costs, software, 730
number lock key, configuring, 120 operating systems. See OS
NVMe (Non-Volatile Memory Express), 260, 470 operational procedures, 1040
component handling/storage, 1049-1050
O
INDEX
electronic disposal/recycling, 1045-1048
OCR (Optical Character Recognition), scanners, 337 toner disposal/recycling, 1048-1049
octa-core processors, 80 workplace safety
ODBC (Open Database Connectivity), 878-879 cable management, 1040
ODD (Optical Disk Drives), 314 environmental impact guidelines, 1045
audio, 325, 334 fire safety, 1041
buffer memory, 317 incident reports, 1040-1041
burning discs, 317 OSHA, 1041-1045
connections, 318-319 personal safety, 1044
copying files to discs, 317 technical field kits, 1043-1044
device failures, 317 toxic waste handling, 1044
factor numbers, 316 optical discs, 880
installing, 319-321
1206 optical drives

optical drives resetting devices, 461

cleaning kits, 178 restoring devices, 461
defined, 11 smart cameras, 421-423
laptops, 467 synchronization, 458-459
power consumption, 195 apps
Remote Disc (macOS), 926 macOS, 439-442
remotely accessing, 926 mobile devices, 439
replacing, 486 buying, 724
optical lenses, cleaning, 178 backups, 760-761
optical mice, 16 boot process, 724
optical storage, 285 Chrome OS, 423, 729
optical writable media, 315-317 CLI, 724-725
optimized DPI (inkjet printers), 366 closed source OS, 423
optimizing, 120 command prompt, 725
hard drives, 877 corporate OS, 731-733
OS, 952 defined, 9, 724
processor speed, 76 DEP, 728
Windows boot process, 881-882 files, defined, 725
OR operators (Windows scripting), 817 folders, defined, 725
organization (communication skills), 1068 GUI, 724-726
organizing iOS, 729
apps, 442 kernels, 10
Windows desktop, 735 Linux, 727
orientation macOS, 727, 918
laptop displays, 493 Activity Monitor, 930
printer configuration, 391 APFS, 934
OSHA (Occupational Safety and Health Administration) Apple ID, 923
environmental impact guidelines, 1045 App Store, 923-924
fire safety, 1041 apps, 439-442
MSDS, 1041 backups, 924-925
personal safety, 1044 best practices, 952
SDS, 1041 Boot Camp, 934
technical field kits, 1043-1044 commands, 934-938
toxic waste handling, 1044 computers, adding to domains, 665
OSI (Open Systems Interconnect) model, 642-645 Console, 931
OS (Operating Systems) desktop, 919
32-bit OS, 727-728 Disk Utility, 933
64-bit OS, 727-728 Dock, 919-920
Android, 432-435, 729 dual-boot systems, 731
APK, 442 Finder, 919
apps, 439-442 Force Quit, 926
backups, 459 gestures, 922
Bluetooth, 446 GUI, 919-920
factory resets, 460 hard drives, 933-934
Recovery Mode, 461 HFS+, 934
smart cameras, 421-423 iCloud, 922-924
synchronization, 457 iWork, 922
Apple iOS, 432-435 kernel panic, 931
backups, 461-462 Keychain Access, 932
Bluetooth, 446 Launchpad, 920-921
 OS (Operating Systems) 1207

macOS distributions by release number/name, 918 software

managing, 927-929 compatibility, 731
manual, accessing, 938 end-of-line concerns, 730
menu bar, 920 troubleshooting
Mission Control, 920 software compatibility, 731
POSIX, 919 updates, 730
printers in macOS environments, 393-394 updates
Remote Disc, 926 managing, 997-998
Safe mode, 929 troubleshooting, 730
shells, 919 upgrades, Microsoft Upgrade Advisor, 840
Spotlight, 920 user interaction, 724
System Information, 931 vendor-specific OS, 423
System Preferences, 927-929 virtualization, 589-593
system restores, 924-925 Windows, 727, 908
system updates, 924 Advanced Boot Options menu, 887-889
Terminal, 926, 934 Aero, 832
Time Machine, 924-925 app management, 878
touchscreens, calibrating, 498 attrib command, 782
troubleshooting, 926-931 backups, 840, 848-849
updates, 924 bcdedit command, 782-783
utilities, 930-934, 938 black/blank screens, 884
maintenance, 906 boot process, 880-883, 887-889, 896-898
memory requirements, 218-220 bootrec command, 783-784
mobile devices, 432-435, 439-441, 729 BSOD errors, 886
no OS found errors, troubleshooting, 845 cd command, 784
NOS, 621 charms, 734, 832
open source OS, 423 checkboxes, 744
OS not found messages, 296 chkdsk command, 784
OS X. See macOS chkntfs command, 785
overview of, 724 cipher command, 785
patch management, 997-998 cls command, 786
proprietary systems, 727 [command name] /? command, 782
RAM limitations, 727 command command, 786
security command prompt, 770-803
account recovery, 1000 compatibility mode, 836
backups, 998-1000 Component Services, 862
BitLocker encryption, 1000 compressing files/folders, 752

INDEX
DEP, 728, 1002-1003 Computer Management Console, 861-862
destroying hard drives, 1002 configuring, 850-851, 889-892
disabling AutoPlay/AutoRun functions, 1001 context menus, 745
EFS, 1001 Control Panel, 754-757, 850
full device encryption, 1000-1001 copy command, 786
OS vulnerabilities, 730 copying files/folders, 752-754
overwriting hard drives, 1001 corporate deployments, 842-843
patch management, 997-998 Credential Manager, 866-870
restores, 998-1000 data migration, 835
update management, 997-998 Data Sources (ODBC), 878-879
wiping hard drives, 1001 data transfers, 835
service packs, 758 default folders, 748
defrag command, 786
1208 OS (Operating Systems)

del command, 787 Local Users and Groups tool, 870-871

deleting files, 737 logons, 733
desktop, 733-735 maintenance, 906
determining versions, 757 md command, 792
device drivers, 851-853 Metro UI, 832
Device Manager, 780 MMC, 861
dialog boxes, 743-744 mmc command, 792
dir command, 787 more command, 792
disable command, 787 moving files/folders, 752-754
disabling apps, 891 msconfig command, 793
disabling interfering software, 841 msinfo32 command, 793
Disk Cleanup tool, 877 mstsc command, 793
Disk Management tool, 838 multi-monitor taskbars, 832
diskpart command, 788 naming files/folders, 745-746
dism command, 788 nbtstat command, 793
drive letters, 745 net command, 794
drive partitions (volumes), 838 net use command, 794
drivers, 839 net user command, 794-795
drop-down menus, 745 netdom command, 795
dxdiag command, 788 netstat command, 795-796
enable command, 789 networks, 897
encrypting files/folders, 753 no OS found errors, 845
Error Checking tool, 877 notepad command, 796
Event Viewer, 863-866 nslookup command, 796
exit command, 789 OEM and Windows OS transfers, 835
expand command, 789 OneDrive, 832
explorer command, 789 overview of, 832
File Explorer, 772 partitions, 838
file extensions, 746-748 paths, 736, 748-749
file systems, 838-839 performance, 900-904
file/folder attributes, 752 Performance Monitor, 903
format command, 790 ping command, 796-797
formating hard drives, 838 planning drive space, 837
gpresult command, 790 power options, 899
gpupdate command, 790-791 PowerShell, 780
hardware installation requirements, 839 preinstalling, 832-841. See also Windows, in-
help, 745, 791 stalling
icons, 733, 736 Print Management console, 879-880
imaging, 788 profiles, 896-897
indexing files/folders, 751 radio buttons, 744-745
installing, 833-834, 840-846, 853. See also rd command, 797
Windows, preinstalling reboots, 898
installing apps, 857-860 recovering OS, 760-761, 832, 884-886
installing devices, 852-857 recovery discs, 760
installing, 832 Recycle Bin, 737
installing software, 857-860 regedit command, 797
installing Windows with older OS, 881 registry, 758-760, 848
ipconfig command, 791 regsvr32 command, 797
launching apps, 858 reloading, 760, 845-846
libraries, 746 remote networking, 905
 paging files 1209

removable media files, 737 user account management, 866-873

ren command, 798 verifying installations, 843
repair installations, 833, 845-846 versions of, 728-729
Resource Monitor, 903-904 Virtual XP Mode, 836
restoring OS, 760-761, 832, 884-887 wallpaper schemes, 736
robocopy command, 798 wbadmin command, 802
Safe mode boot option, 844 Windows 7 desktop, 737-740
saving files, 748 Windows 8 desktop, 740-741
scripting. See separate entry Windows 8.1 desktop, 740-741
searching for files/folders, 751 Windows 10 desktop, 742-743
security scans before Windows OS installations, Windows 10 Mobile, 423
840 windows, defined, 743
service management, 878 Windows Mobile OS, 423, 730
service packs, 758 Windows Phone, 423
services, 895 Windows RT, 423
services.mmc command, 798 Windows Store, 832
set command, 799 Windows Upgrade Advisor, 835
setup log files, 845 WinRE, 761, 776, 832, 884-886
sfc command, 799 wscript command, 802
Shadow Copy technology, 887 xcopy command, 802
shares, 866 workstations, 729
shortcuts, 736 out of memory errors, 234
shutdown command, 800 output (Windows scripting), 808
shutdowns, 898-899 output devices, 19
side-by-side apps, 832 overclocking processors, 90-91
Start screen, 734 overheat shutdown situations, 148
storage management, 874-877 overheating, 103
subfolders, 746 impact printers, 363
synchronizing software, 859 laser printers, 385
System Configuration utility (msconfig command), mobile devices, troubleshooting, 512-513
889-892 print heads, 363
system images, 760-761 troubleshooting, 198
systeminfo command, 800 Override enabled—Defaults loaded message, 547
System Restore, 886-887 oversized images/icons, troubleshooting, 145
taskkill command, 800 overvoltage, troubleshooting, 1050
tasklist command, 801 overwriting hard drives, 1001
Task Manager, 892-894, 901-903 ozone gas and laser printers, 385

INDEX
Task Scheduler, 862
telnet command, 801 P
textboxes, 744
P2P (Peer-to-Peer), RDP, 1015
tiles, 734-736
PaaS (Platform as a Service), 594
tracert command, 801
packaging memory, 213
troubleshooting, 857, 864, 884-886, 895-904
packets (data), verifying paths, 801
troubleshooting audio devices, 854
PAE (Physical Address Extension), 230
troubleshooting device installing, 855-857
Paged Kernel Memory field (Task Manager Performance
troubleshooting installations, 843-845
tab), 231
type command, 802
Paged Pool field (Task Manager Performance tab), 233
UAC, 832
pages (memory), 229, 289
updates, 843, 846-848
paging files, 229
upgrades, 833-836, 841-846
1210 PAN (Personal Area Networks)

PAN (Personal Area Networks), 620 resizing, 282

PAN ID (Zigbee devices), 679 shrink partitions (disk management), 282, 875
Panel (Ubuntu), 940 splitting partitions (disk management), 282, 875
paper (printers) swap partitions, 838
creased papers, 404 system partitions, 278
erasable-bond paper, 375 Windows installations, planning hard drive space, 837
feeders/trays, 365, 375-376 passcode locks, mobile devices, 500
feeds/trays, 402 passive cables, 38
humidity, 375 passive cooling, 86
impact printers, 363 passwords
jams, 383, 403 AD accounts, 986-988
options/properties, 376 Administrator accounts, 982
pounds, 375 AP, 676, 1022
recycled paper, 375 BIOS, 120, 970-971
special thermal paper, 371 cached passwords, synchronization, 456
storage tray/feeder upgrades, 380 CMOS jumper, 126
troubleshooting, 383 complexity, 971
weight, 375 expiration dates, 972
paper transport subsystem (printers), 360 failed attempts, 972
paper trays/feeders, 365, 375-376 formatting, 972
parabolic antennas, wireless networks, 663 HomeGroups, 972
parallel hard drive interfaces, 259 Kerberos protocol, 971
parallel ports, 59 Keychain Access (macOS), 932
parental controls, 929, 1013, 1026 logical security, 968
parity passwd command (Linux), 944-945
memory, 217 password policies, 1064
serial ports, 577 power-on, BIOS/UEFI security, 971
partitioning rainbow table attacks, 979
hard drives reminders, 971
Linux, 948-950 reusing, 972
macOS, 934 security policies, 960
Ubuntu, 948-950 troubleshooting, Keychain Access (macOS), 932
partitions (hard drives), 272-273, 277, 281, 745, 788 UEFI, 970-971
basic disk partitions, 838 wireless AP, changing, 676
boot partitions, 278, 881 wireless routers, changing, 676
boot volumes, 880 workgroups, 623
converting, 274 PAT (Port Address Translation), 695, 1014
deleting, 278 PATA (Parallel ATA), 259
dynamic disk partitions, 838 cables, 260
eSATA drives, 276 installing PATA devices, 265-266
extended partitions, 276, 282, 838, 875 ODD connections, 320
FAT16 partitions, 275 physical installation, 265
FAT32 partitions, 275 PATA IDE (Parallel ATA Integrated Drive Electronics), 262
GPT, 279, 838 hard drives, power consumption, 195
internal hard drive partitions, 880 installing, 265
logical partitions, 838 motherboard connectors, 261
Mac dual-boot systems, 731 patch antennas, wireless networks, 663
NTFS partitions, 275-276 patch panels, 634
primary partitions, 276, 838 patches (software), 551, 846, 997-998
recovery partitions, 833 path loss. See attenuation
 permissions 1211

path variables (Windows scripting), 805 PCI/PnP, configuring, 121

paths PCIe (PCI Express)
drives, 736 bus speeds, 76
files, 748-749 configuring, 121
verifying, 801 dual Molex-to-PCIe power converters, 186
Windows upgrade paths, 834 interrupts, 127-128
payments PCIe slots, 94-99
credit card readers, 428, 431 PCIe video cards, power consumption, 195
mobile payment services, 441 PCX (Microsoft Paintbrush) extension, 747
mobile wallets, 441 PDF (Portable Document Format) files, 337, 378, 747
NFC/tap pay devices, 450 PDSL (Power line DSL), 585
PCI, 975 peer-to-peer networks, 621, 677
PB (petabytes), 24 performance
PC (Personal Computers), 9 baseline reports, 901
cameras/webcams, 19 batteries, 473-474
chip readers, 19 buses, 74
DVD drives, 11 defragmenting hard drives, 786
external storage drives, 19 hard drives, 235, 290, 297, 877
game controllers, 19 laptop batteries, 473-474
hard drives, 11 memory, 224-225, 228, 235
headsets, 19 monitoring, 904
home server PC, 538 Performance Monitor, 903
keyboards, 16-19, 34-35 Performance utility (Windows), 231-233
KVM switches, 19 RAM, 213
magnetic readers, 19 slow performance, troubleshooting, 894, 900-904
mice, 16-19, 34-35 software, 730
microphones, 19 touchscreens, 511
monitors, 10 troubleshooting, 900-904
cables, 37, 40-41 video, 148
connectors, 38-40, 58 web browsers, 610
CRT monitors, 36 Windows boot process, 881-882
ports, 35-41, 58 Performance Log Users group, 982
motherboards, 24 Performance tab
NFC devices, 19 Task Manager, 893, 901-902
optical drives, 11 Windows 7 Task Manager, 231-232
power supplies, 10 Windows 8 Task Manager, 232-233
printers, 18 Windows 10 Task Manager, 232-233

INDEX
projectors, 19 permissions
scanners, 18 administrative shares, 991
signature pads, 19 command prompt and, 996
smart card readers, 19 directory permissions, 969
tap-to-pay devices, 19 effective permissions, 995-996
touchpads, 19 file attributes, 996
types of, 9 file permissions, 989, 1004
VR headsets, 18 hidden shares, 991-992
PCI (Payment Card Information), 975 inherited permissions, 995
PCI (Peripheral Component Interconnect) libraries, 993
bus speeds, 76 local shares, 991
expansion slots, 94 NTFS permissions, 989, 994-996
PCI slots, 96-97 Public folders, 992
1212 permissions

restrict user permissions, 988 pinning apps to Windows 7 taskbar, 739

share permissions, 988-991 pinwheels (spinning), 297, 548, 930
personal computers. See PC pipelines (processors), 75
personal integrity, 1073 piracy
personal safety, 1044 apps, 973
personal software licenses, 973 incident reports, 1026
PGA (Pin Grid Array) sockets, 85 software, 973
phablets, 421-422. See also smartphones; tablets pixels (dead), troubleshooting, 145
phase-change cooling, 86 planars. See motherboards
PHI (Protected Health Information), 975 plans
phishing, 978, 1026 backout plans (change management cycle), 1065
Phoenix BIOS/UEFI chips, audio beeps (POST codes), hard drive space, Windows installations, 837
547 plans for change (change management), 1064
phone communication skills (technicians), 300 plans of action (troubleshooting), establishing, 554
phone filters, DSL modems, 586 plasma displays, burned-in images, 147
phone line isolators, 587 plastic filaments (3D printers), 373-374
phone line limits (modems), 578 platters (hard drives), 254
photos. See cameras plenum cables, 56, 628
physical laptop locks, 499 pliers (needle-nose), 166
Physical layer (OSI model), 644 PM (Particulate Matter), UPS/SPS battery backups,
physical security, 961 1057-1058
authentication, 961, 966-968 PNG (Portable Network Graphics) files, 337
badge readers, 962 PnP (Plug-and-Play)
biometric locks, 963 troubleshooting, 132
biometrics, 966-968 UPnP, 1010
cable locks, 963 PoE (Power Over Ethernet), 657
document security, 965 pointer drift (trackpads), troubleshooting, 509
door locks, 962 polarity
electronic key cards, 961 continuity checks, 183
entry control rosters, 963 voltage, 181
guards, 962 policies (documentation), 1063
hardware tokens, 962-964 AUP, 1064
key fobs, 962 group policies, 790-791, 987-988, 1110
mantraps, 963-964 local security policies, 987
policies, 960 MDM policies, 1017-1018
privacy filters, 963 password policies, 1064
RFID, 962 regulatory/compliance, 1064
server locks, 963 security policies, 960-961, 973, 1064
smart cards, 962-963 pooling resources (cloud computing), 597
TPM, 963, 971 POP (Point of Presence), 695
tracking modules, 963 POP3 (Post Office Protocol version 3), 453, 697
USB locks, 963 pop-ups, 609
pickup rollers (laser printers), 370 portable chargers, 428-430
Pico-ITX motherboards, 101 portable vacuums, 178
PII (Personally Identifiable Information), 974 ports
PIN (Personal Identification Numbers), mobile devices, AGP, 95
500 audio, 50, 59
pin firing (printers), 363 audio ports, 50, 59, 324-326, 540
pinch gestures, 435 cable modem ports, 582
ping command, 684-686, 796-797 component/RGB video analog, 340
 power supplies 1213

composite video, 340 unused ports, disabling, 962, 969

DB-9 ports. See serial devices, serial ports USB ports, 120, 337, 405
defined, 34 Alternate Mode, 44
DisplayPort, 39, 58, 467 charging USB ports, 46
DSL modem ports, 585 defined, 42, 59
eSATA, 51, 59 devices supported, 42
Ethernet, 51-52, 59, 582 installing, 48, 134-135
forwarding, 677, 1011 micro-USB ports, 45
game, 59 mini-USB ports, 45
HDMI ports, 39 sleep-and-charge USB ports, 46
integrated motherboard ports, 57-58 smart card readers, 349
keyboards, 34-35 speeds, 42
Lightning ports, 49-50, 59, 443 troubleshooting, 136, 137
male/female ports, 34 USB 2.0 ports, 42
mapping, 1014 USB 3.0 ports, 42
mice ports, 34-35 USB 3.2 ports, 50
micro-USB ports, 443 USB-C ports, 49, 443
MIDI, 59 USB-PD ports, 43
mini DisplayPort, 467 VGA ports, 39-41, 58
mini-USB ports, 443 video ports, 35, 41
mobile devices, 443 DVI ports, 36-37
mobile USB ports, 443 HDCP ports, 40
modem, 52, 59 HDMI ports, 38-39, 58
multiple-device ports, IRQ assignments, 127 S-Video ports, 36
multipurpose ports VGA ports, 36-37
Lightning ports, 49-50, 59 POS (Point of Sale) systems. See smart card readers
Thunderbolt ports, 49-50, 59 positive attitudes, maintaining (communication skills), 3,
USB ports, 42-50, 59 237, 1069
network, 51-52 POSIX (Portable Operating System Interface), 919
parallel, 59 POST (Power-On Self-Test), 103, 116, 123, 552
PAT, 1014 codes, 234
printers, 360, 404 audio beeps, 546-547
projector ports, 340 error messages, 547-548
proprietary vendor-specific ports, 443 troubleshooting, 545-547, 550-551
PS/2 keyboard, 58 memory
PS/2 mouse, 58 error codes, 228
PS/2 ports, 34-35 troubleshooting, 235

INDEX
replicators, 468 POST cards, hardware diagnostics, 548
RJ-11, 51 POTS (Plain Old Telephone Service), network con-
RJ-45, 51 nections, 706
RS-232 ports. See serial devices, serial ports power cables, removing, 168
S/PDIF, 59 Power on by Ring, Resume by Ring, or Wakeup power
S-Video, 59 setting (ACPI), 193
SATA, enabling, 268 Power on Function power setting (ACPI), 193
security, 969 power ratings (speakers), 331
serial, 53, 59, 575-577 power supplies, 10, 184
speaker ports, 324 +1 V, 198
Thunderbolt ports, 49-50, 59 +5 V, 198
triggering, 677, 1011 AC/DC, 180
troubleshooting, 550 ACPI, 121, 191-193
1214 power supplies

air filters, 538 power consumption, 194-195

ATX, 185-188 projectors, 342
auto-switching, 184 protection, 197
batteries purposes of, 188
backups, 1054-1059 quality of, 195
charging, 511 removing laptop batteries, 473
cleaning, 178 replacing, 193-194
disposal of/recycling, 1046-1048 resistance, 182
life of, 511 safety, 25, 183
Li-ion batteries, 473, 504, 1047-1048 SATA drives, 538
recycling programs, 124, 1046-1048 sleep mode, 193
SPS, 1055-1059 SPS, 1055-1059
swollen batteries, 511 standby, 181
troubleshooting, 511 storage device design considerations, 539
UPS, 1054-1059 surges, 1050
capacitors, 182 surge protectors, 197, 1051-1053
choosing, 195-196 testing, 198
computer design, 537-538 triple-rail power supplies, 194
continuity checks, 182-183 troubleshooting, 197-199, 511-513, 1050-1051
converters, 186-187 upgrading, 193-194
cooling, 189 UPS, 1054-1059
current, 182 voltage, 181-182
DC jacks, replacing, 489 voltage checks, 198
DC voltage distribution, 189 wattage, 193-194
digital cameras, 342 Windows power options, 899
disassembling, 198 zinc-air batteries, 473
docking stations, 428-430, 468 power users, 871, 982
dual-rail power supplies, 194 powder-free gloves (safety equipment), 1043
dual-voltage, 184, 188 power-on passwords, BIOS/UEFI security, 971
fans, 189 PowerShell, 820
form factors, 185-186 cmdlets, 821
frozen mobile devices, troubleshooting, 512 help, 821
fuel cells, 473 opening, 780
inkjet printers, 365 .psl files, 804
laptops PPE (Personal Protective Equipment), 1043-1044
buying batteries, 471 PPGA (plastic pin grid array) sockets, 85
fuel cells, 473 PPP (Point-to-Point Protocol), 706
Li-ion batteries, 473, 504, 1047-1048 PPT/PPTX (Microsoft PowerPoint) extension, 747
removing batteries, 473 predownloading Linux packages, 948
tips for battery performance, 473-474 Preferences (System), macOS, 927-929
zinc-air batteries, 473 preferred roaming lists. See PRL
laser printers, 369-370 prefix notation, subnet masks, 1086
line conditioners, 1053 preinstalling Windows, 832-841. See also installing,
measuring, 182 Windows
meter readings, 183 Presentation layer (OSI model), 644
micro-ATX, 185 preventive maintenance. See also troubleshooting
mobile devices, 428-430 adapters, 180
motherboard, 123-124 boot inspection, 177
overheating, troubleshooting, 512-513 defined, 177
portable chargers, 428-430 displays, 177
 printers 1215

hard drives, 290-293 large-format inkjet, 366

implementing, 554 laser printers, 361, 367-371, 376, 380, 383-386, 404,
inventory, taking, 180 408-409, 1055
kits, 178 light printing, troubleshooting, 408
LCD monitors, 177 local printers, 388
modems, 587 macOS environments, 393-394
ODD, 322-323 maintenance, 380
printers, 381-386 mapping, 692
scanners, 338 memory, 380, 404
updates, 180 networking, 395-399, 407
vacuum cleaners, 179 Notepad, printing from, 406
Windows, 906 optimized DPI, 366
PRI (Product Release Instruction) updates, 437 paper, 380
primary (main) corona (laser printers), 370 erasable-bond paper, 375
Primary master hard disk fail message, 548 feeders/trays, 375-376
primary partitions (hard drives), 276, 838 feeds/trays, 402
Primary slave hard disk fail message, 548 humidity, 375
principle of least privilege, 991 jams, 383, 403
print drivers, Windows environments, 390-391 options/properties, 376
print engine subsystems (printers), 360 pounds, 375
printers, 18 recycled paper, 375
3D printers, 361, 372-374 weight, 375
access denied messages, 407 pin firing, 363
blank pages, printing, 404 ports, 360, 404
Bluetooth, 397-398 print heads
bubble jet printers. See inkjet printers bidirectional printing, 363
categories, 361 calibrating, 382
cleaning, 178 cps, 361
cloud printing, 399-400 impact printers, 361-363
configuring, 376, 391 inkjet printers, 363-364
connectivity, 402-403 overheating, 363
creased paper, 404 pin firing, 363
data privacy, 401 replacing, 363
default printers, configuring, 389-390 thermal printers, 371-372
dot matrix. See impact printers print jobs
DPI printers, 364-366 hard drive caching, 401
duplexing assemblies, 360, 376 reordering, 390

INDEX
dye sublimation, 366 troubleshooting, 407
error codes, 402 print logs, troubleshooting, 407
faded print, 404 Print Management console, 879-880
failed print jobs, troubleshooting, 407 print servers, 398-399, 693
feeds/trays, 402 print spoolers, Windows environments, 392-393
firmware, 404 print to file option (virtual printing), 378
garbled characters, 403 print to image option (virtual printing), 378
hard drive caching, 401 print to PDF option (virtual printing), 378
impact printers, 361-363, 375, 380-381, 407-408 print to XPS option (virtual printing), 378
indicator lights, 402 print wires (impact printers), 361
ink cartridges, 379-380, 384, 387 Printers & Scanners setting (macOS, System Pref-
inkjet printers, 361-366, 376, 379-383, 408 erences), 928
installing, 386-389, 393, 403 queues, 390, 407
1216 printers

rubber rollers, 404 process ID, 801

sensitive printed material, 360 processes
sharing, 395-399, 407, 691 killing, 800
solid ink, 366 Linux processes, viewing, 947
subsystems, 360 Ubuntu processes, viewing, 947
TCP/IP printing, 692 Processes field (Task Manager Performance tab), 232
test pages, printing, 390 Processes tab (Task Manager), 893
thermal printers, 361, 371-372, 386 processing Windows scripts, 808
thermal wax transfer, 366 processors
toner cartridges, 387 A-Series, 85
troubleshooting, 383-388, 402-409, 692, 880 A-Series PRO, 85
upgrading, 380, 404 ALU, 74
USB printers, 360, 386-388 AMD, 84-85
virtual printing, 377-378 APU, 82
Windows environments, 388 Atom, 84
default printers, 389-390 binary prefixes, 24
installing printers, 389 BIOS settings, 120
networking printers, 395 buses, 73-77, 80
print drivers, 390-391 cache memory, 77
printer properties, 390 clocking, 78
print spoolers, 392-393 connections, 80
sharing printers, 395 cooling, 86-87, 91-92, 189-190
troubleshooting, 405-406 Core i3, 84
wireless printers, 397-398 Core i5, 83
privacy Core i7, 83
confidential/private materials, handling, 1075-1076 Core i7/i5 vPro, 84
filters, 963 Core i9, 83
GDPR, 975 Core m3, 84
PCI, 975 Core X, 83
PHI, 975 defined, 72
PII, 974 dual-core, 80
printer data, 401 FX, 84
Privacy tab (Internet Explorer 11, Internet Options GPUs, 82
window), 598, 602-603 green (environmental) concerns, 101
private clouds, 595-596 hexa-core processors, 80
Security & Privacy setting (macOS, System Pref-
Hyper-V client, 592
erences), 928
installing, 88-90
private IP addresses, 647
Intel processors, 83-84
privileges
IRQs, 127, 130
commands, 803
laptops, replacing, 477
principle of least privilege, 991
motherboard design, 536
PRL (Preferred Roaming Lists), 437
multicore processors, 80-85
proactive technicians, 707
nanometers, 536
probable cause (troubleshooting), theory of, 544-551
octa-core processors, 80
procedures
overclocking, 90-91
emergency procedures, security policies, 961
pipelining, 75
operational procedures, 1040
power consumption, 195
component handling/storage, 1049-1050
quad-core processors, 80
electronic disposal/recycling, 1045-1048
register size, 73
toner disposal/recycling, 1048-1049
Ryzen 3, 84
workplace safety, 1040-1045
 quarantine files 1217

Ryzen 5, 84 PPP, 706

Ryzen 7, 84 RDP, 697, 1015
Ryzen PRO, 84 remote access protocols, 1015
Ryzen Threadripper, 84 SFTP, 697
single-core processors, 80 SLP, 697
sockets, 85-86 SMB, 697
software instructions, fetching, 213 SMTP, 697
speeds, 73, 76-77 SNMP, 697
threading, 79 SSH, 697, 1015
throttling, 90 TCP, 695
troubleshooting, 92 TCP/IP, 644-645, 696-697, 980, 1123
upgrading, 90 Telnet, 697, 1015
video processors, 140 TKIP, 1020
Virtual PC, 592 UDP, 695
product release instruction. See PRI WAPD, 1009
profiles proxy servers, 693, 1008-1009
rebuilding, 896-897 ps command (Linux), 944, 947
slow profile loads, troubleshooting, 896-897 PS/2 keyboard ports, 58
user, 758 PS/2 mouse ports, 58
Program Compatibility Wizard, 836 PS/2 ports, 34-35
programs .psl files, 804
paths, 736 PSTN (Public Switched Telephone Networks), 579-581
Setup, 120, 1144 public clouds, 596
Programs and Features Control Panel (Windows), 859-860 Public folder, 992
Programs tab (Internet Explorer 11, Internet Options public IP addresses, 647
window), 599, 606-607 public networks, 625
projectors, 19, 340-342 punch-down tools, 639
proof of incineration (document security), 965 punctuality, 1071
proper language, communication skills, 1067-1069 purpose of change (change management cycle), 1064
Properties dialog (General tab), troubleshooting with, 149 PVC (Polyvinyl Chloride) cables, 56, 628
proprietary crash screens, 297, 548 pwd command, 934-935, 944
proprietary systems, 727 PXE (Pre-Boot Execution Environment) boots, 880
proprietary vendor-specific ports, 443 Python, .py files, 804
protective covers, mobile devices, 428-430
protocols Q
AFP, 696
QoS (Quality of Service)
CIFS, 697
NIC, 672
INDEX
DHCP, 696
VoIP, 580
DNS, 696
wireless APs, 676
FTP, 696
QR (Quick Response) scanners, 18, 335
HTTP, 696
QR codes, 442
HTTPS, 697
quad-core processors, 80
ICMP, Smurf attacks, 980
quadruple-channel memory, 223
IMAP, 697
qualities (technicians)
Kerberos, 971
active listening skills, 2
LDAP, 697
positive attitude, 3
NetBT, 697
technical language familiarity, 3
network protocols, defined, 644
quality (printer configuration), 391
NTP, 697
quarantine files, 1005
POP3, 697
1218 queues (printers)

queues (printers), 390, 407 reboots

quick formats, 279, 838 troubleshooting, 197
quitting applications, 926 Windows reboots, 898
rebuilding profiles, 896-897
R reconnaissance attacks, 980
radio buttons (Windows dialog boxes), 744-745 recovering
radio firmware updates, 437 account recovery options, 871
radio wireless input devices, 60 accounts, 1000
RADIUS (Remote Authentication Dial-in User Service), file recovery, 290, 1000
966 hard drives, 783-784
RADSL (Rate-Adaptive DSL), 585 Windows OS (Operating Systems)
RAID (Redundant Array of Independent Disks), 282-285, recovery discs, 760
298-299 reloadOS, 760
rainbow table attacks, 979 Safe Mode, 761
RAM (Random Access Memory) system images, 760-761
adding, 234, 289 WinRE, 761, 832, 884-886
adding to hard drives, 235 recovery discs, 760
defined, 13 Recovery Mode (Android), 461, 505
DRAM, 212-213 recovery partitions (Windows), 833
hibernation mode, 280 Recycle Bin (Windows Desktop), 737
Hyper-V client, 592 recycling
installing, 234 batteries, 1045-1048
mobile devices, 424 computer components, 535
OS limitations, 727 CRT monitors, 1046
over 4GB, 222 ink cartridges, 379
performance, 213 mobile devices, 1046
ROM, compared, 212 paper, 375
SRAM, 213, 228-229 printers, 375
video, 142 smartphones, 1046
virtual memory, 229-230 tablets, 1046
Virtual PC, 592 toner, 1048-1049
random access time (ODD), 317 Red Hat website, 939
ransomware, 976-977 redirecting
rapid elasticity (cloud computing), 597 folders (AD), 986
raster imaging process (laser printers), 368 web browsers, 608
RAW files, 343 refilling ink cartridges, 379-380
RAW volumes (Windows Disk Management), 281 refresh rates (displays), 855
RCA jacks, 50 Refresh Your PC tool (Windows), 882
rd command, 777, 797 refreshing
RDP (Remote Desktop Protocol), 697, 1015 group policy settings, 790-791
re-arming activation clocks, 842-843 memory, 213
read & execute NTFS permission, 995 Windows installations, 833
read NTFS permission, 995 regedit command, 797
read/write failures, 297 regedit tool, 759, 849
ReadyBoost, 882 regedt32 tool, 759
reassembling region codes (DVD/BD), 317-318
cables/connectors, 176 region settings (Windows), 841
motherboards, 176 register size (processors), 73
Reboot (Advanced Boot Options menu), 888 registered memory, 217
registering dll files, 797
 repairing 1219

registration assemblies (laser printers), 370 connectors, 169-172

registry (Windows), 132 credentials from Windows, 869
accessing registry editor, 797 DIMM, 227-228
backups, 759, 848 directories, 777, 797
defined, 758 files from directories, 778
dll files, registering, 797 flash memory, 236
editing, 759-760 hard drives, 173, 484
subtrees, 758-759 laptop batteries, 473
regsvr32 command, 797 laptop displays, 494-496
regsvr32.exe command, 861 malware, 1004-1005
regulated data, end-user security, 974-975 memory, 227-228, 482
regulatory/compliance policies, 1064 motherboards, 174-175
reimaging hard drives (disk imaging), 842 PCIe adapters, 98-99
reinitializing antivirus software, 843 plastic parts, 475
relational operators (decision structures), 813 SSD, 173
Reliability Monitor, 904 storage devices, 173
reloading touchscreens, 496
OS, 760 USB devices, 46
Windows, 845-846 ren command, 798
reminders (passwords), 971 renaming
remote access directories, 798
protocols, 1015 files, 798
security policies, 961 system files, troubleshooting, 1004
remote backups, mobile devices, 455 Repair Your Computer (Advanced Boot Options menu),
remote controls, projectors, 341 888
remote desktops repairing
protocols, 1015 displays (laptops), 494-499
RDP, 1015 hard drives, 483-485, 783-784, 933
Remote Desktop Services, 674-675 installations, 833, 845-846
Remote Desktop utility, 793 inverters (laptop displays), 499
security, 1015 laptops
users, 982 Bluetooth cards, 487
Remote Disc (macOS), 926 DC jacks, 489
remote networks displays, 494-499
accessing devices, 801 hard drives, 483-485
attaching devices, 794-796 inverters, 499
connectivity testing, 796-797 keyboards, 478

INDEX
Remote Assistance, 905 memory removal/installation, 482
Remote Desktop (mstsc command), 905 microphones, 498
Remote Settings link, 905 motherboards, 476
Windows installations, 833 optical drives, 486
remote servers, BranchCache, 733 processors, 477
remote wipes, 500 smart card readers, 487
removable drives, 285 sound, 490
removable media files, deleting, 737 touchpads, 479
removable/rotating screens (laptops), 493 touchscreens, 496
removing video cards, 491
adapters, 167, 173, 180 webcams, 498
cables, 168-172 WiFi cards, 487
cases, 168
1220 repairing

microphones, 498 restore points, 849

touchscreens (laptops), 496 controlling, 998
webcams, 498 Windows repair installations, 846
repeaters (wireless extenders), 656 restores
repetition (Windows scripting), 808 Time Machine (macOS), 925
repetition structures. See loops wbadmin command, 802
replacing xcopy command, 802
Bluetooth laptop cards, 487 restoring
DC jacks, 489 Apple iOS devices, 461
fuses, 184 data from backup, 998-1000
hard drives (laptops), 484 System Restore, 886-887
ink cartridges, 384 Windows installations, 833
inverters (laptop displays), 499 Windows OS
motherboards, 102-103 recovery discs, 760
optical drives, 486 reloadOS, 760
power supplies, 193-194 Safe Mode, 761
print heads, 363 system images, 760-761
processors (laptops), 477 System Restore, 886-887
smart card readers, 487 WinRE, 761, 832, 884-886
touchscreens, 496 restrict user permissions, 988
video cards (laptops), 491 Resume by Alarm power setting (ACPI), 193
WiFi laptop cards, 487 retaining clips, 175
replay attacks, 980 retinal scanners (biometrics), 967
reservations, DHCP servers, 667 reusing passwords, 972
Reset This PC tool (Windows), 882 reviewing error messages/log entries (troubleshooting),
resets (factory), mobile devices, 500-501 543
resetting RFI (Radio Frequency Interference), 165
Android devices, 460 RFID (Radio Frequency Identification) tags, 449, 962
Apple iOS devices, 461 RG-6 coax cable, 41
passwords, AD accounts, 986 RG-59 coax cable, 41
resistance, 182-184 ribbon cables, 170
resistive touchscreens, 495-496 ribbons (printer), 361
resizing partitions (hard disks), 282 riser cards, 94
resolution RJ-11 connectors, 629
digital cameras, 342 RJ-11 ports, 51
displays, 855 RJ-45 connectors, 629-633
Enable Low-Resolution Video (640-480), Advanced RJ-45 ports, 51
Boot Options menu, 888 RJ-45 wall jacks, 634
laptop displays, 495 rm command (macOS), 934-936
projectors, 341 robocopy command, 778, 798
scanners, 337-338 rogue antivirus applications, 1003
Resource Monitor, troubleshooting performance, 903-904 roll back device drivers, 855-856
resources roll back Windows updates, 847
network resources, 685 rollers (inkjet printers), 365
pooling (cloud computing), 597 ROM (Read-Only Memory), 212, 315
system, 128-130 root directories, 771-773
workgroup resource management, 624 root users (UNIX/Linux), 936
restarting rooting mobile devices, 503
computers, 800 rootkits, 608, 976, 1095
services, 895 rotating/removable screens (laptops), 493
 scanners 1221

routers technical field kits, 1043-1044

ADSL routers, 653 workplace procedures
Network layer (OSI model), 644 cable management, 1040
router/switch functionality, 654 environmental impact guidelines, 1045
wireless, 652-654 fire safety, 1041
wireless routers, 652-654, 675-676 incident reports, 1040-1041
RPC (Remote Procedure Call) services, print spoolers, 392 OSHA, 1041-1045
RPM (Revolutions Per Minute), hard drives, 255 personal safety, 1044
RS-232 ports. See serial devices, serial ports toxic waste handling, 1044
RS232C, 576 sags (electricity), 1051
RTF (Rich Text Format) extension, 747 sampling
rubber printer rollers, troubleshooting, 404 8-bit sound cards, 326
Ryzen 3 processors, 84 16-bit sound cards, 327
Ryzen 5 processors, 84 24-bit sound cards, 327
Ryzen 7 processors, 84 sandboxes, mobile device security, 499
Ryzen PRO processors, 84 SAS (Serial Attached SCSI), 259
Ryzen Threadripper processors, 84 cables, 264
connectors, 262
S SATA (Serial ATA), 51, 59, 259
S/MIME (Secure/Multipurpose Internet Mail Extensions) cables, 260, 263
email configuration on mobile devices, 454 configuring, 121
S/PDIF (Sony/Phillips Digital interface), 50, 59, 324 connectors, 171, 262
S-Video ports, 36, 59 eSATA cards, 268
SaaS (Software as a Service), 594 hard drives, power consumption, 195
Safe Boot (System Configuration utility), 890-891 installing devices, 267-270
Safe mode Molex-to-SATA power converters, 186
Advanced Boot Options menu, 888 ports, enabling in BIOS/UEFI, 268
macOS, 929 SATA 1, 262
Windows installations, 844 SATA 2, 262
Safe Mode with Command Prompt (Advanced Boot SATA 3, 262
Options menu), 888 SATA drives, power supplies, 538
Safe Mode with Networking (Advanced Boot Options SATA IDE, motherboard connectors, 261
menu), 888 satellite modems, 586-587
safety satellite network connections, 706
clean rooms, 1058 Save Configuration (Zigbee devices), 679
electricity, 182-183 saving
EMI, 165 data, 760-761

INDEX
environmental enclosures, 1057 files, 748
ESD, 162-165 scanner units (laser printers), 370
fire safety, 1041 scanners
goggles/glasses, 178, 1043 ADF, 18, 335
laser printers, 367 barcode scanners, 18, 335-336, 346
LCD, 492 biometric scanners, 967
lifting, 25 bit depth, 337
memory, 227 cleaning, 338
personal safety, 1044 defined, 335
power, 25, 183 file formats, 337
refilling ink cartridges, 380 film, 335
RFI, 165 fingerprint scanners, 967
static electricity, 271 flatbed scanners, 18, 335-337
1222 scanners

glass, 338 cls command, 786

handheld scanners, 335, 967 [command name] /? command, 782
interpolation, 337 command command, 786
OCR, 337 common commands list, 781
preventive maintenance, 338 copy command, 778-779, 786
Printers & Scanners setting (macOS, System Pref- defrag command, 786
erences), 928 del command, 778, 787
QR scanners, 18, 335 dir command, 774-776, 787
resolution, 337-338 directories, 771-773, 777-779
retinal scanners, 967 disable command, 787
TWAIN, 337 diskpart command, 788
vulnerability scanners, 980 dism command, 788
scope of change (change management cycle), 1065 dxdiag command, 788
screens enable command, 789
locks, 500, 983 exit command, 789
mobile devices expand command, 789
calibration, 440 explorer command, 789
protective covers, 428-430 finding help, 781
rotating/removable screens (laptops), 493 format command, 790
screen savers, 972 gpresult command, 790
Desktop & Screen Saver setting (macOS, System gpupdate command, 790-791
Preferences), 928 help command, 791
sleep mode conflicts, 200 ipconfig command, 791
sharing (iCloud), 923-924 md command, 777, 792
screwdrivers, 166 mmc command, 792
scribes, 475 more command, 792
scripting (Windows) msconfig command, 793
attrib command, 782 msinfo32 command, 793
automating tasks, 803 mstsc command, 793
batch files, 804 navigating, 774-776
bcdedit command, 782-783 nbtstat command, 793
bootrec command, 783-784 net command, 794
cd command, 784 net use command, 794
chkdsk command, 784 net user command, 794-795
chkntfs command, 785 netdom command, 795
cipher command, 785 netstat command, 795-796
cls command, 786 notepad command, 796
[command name] /? command, 782 nslookup command, 796
command command, 786 operation requires elevation messages, 803
command prompt overview of, 771
accessing, 770-771 ping command, 796-797
administrative privileges, 771 rd command, 777, 797
attrib command, 779, 782 regedit command, 797
bcdedit command, 782-783 regsvr32 command, 797
bootrec command, 783-784 ren command, 798
cd command, 774, 784 robocopy command, 778, 798
chkdsk command, 784 root directories, 771-773
chkntfs command, 785 running Device Manager, 780
cipher command, 785 services.mmc command, 798
closing, 771 set command, 799
 scripting (Windows) 1223

sfc command, 799 logical operators, 817

shutdown command, 800 logon scripts, AD user accounts, 985
subdirectories, 772 loops, 813, 817
syntax, 771 for loops, 819-820
systeminfo command, 800 while loops, 818-819
taskkill command, 800 machine code, 808
tasklist command, 801 md command, 792
telnet command, 801 mmc command, 792
tracert command, 801 more command, 792
type command, 778, 802 msconfig command, 793
wbadmin command, 802 msinfo command, 793
wscript command, 802 mstsc command, 793
xcopy command, 778, 802 nbtstat command, 793
commands, common list of, 781 net command, 794
comments, 812 net use command, 794
compiled programs, 803-804 net user command, 794-795
compound conditions, 817 netdom command, 795
constructs, 813 netstat command, 795-796
copy command, 786 notepad command, 796
decision structures nslookup command, 796
dual-alternative decision structures, 814-815 output, 808
examples of, 816-817 overview of, 770-771
multiple alternative decision structures, 815-816 ping command, 796-797
relational operators, 813 PowerShell, 804, 820-821
single-alternative decision structures, 814 processing scripts, 808
defined, 780, 803 Python, 804
defrag command, 786 rd command, 797
del command, 787 regedit command, 797
dir command, 787 regsvr32 command, 797
disable command, 787 ren command, 798
diskpart command, 788 repetition, 808
dism command, 788 robocopy command, 798
dxdiag command, 788 script property sheets, viewing, 802
enable command, 789 selections, 808
exit command, 789 sequences, 808
expand command, 789 services.mmc command, 798
explorer command, 789 set command, 799

INDEX
file types, 804 sfc command, 799
format command, 790 shell scripts, 804
gpresult command, 790 shutdown command, 800
gpupdate command, 790-791 syntax, 770
help command, 791 systeminfo command, 800
input, 808 taskkill command, 800
interpreted programs, defined, 803 tasklist command, 801
ipconfig command, 791 tasks, automating, 803
languages, 804 telnet command, 801
compiled languages, 808 text files, 803-805
keywords, 809 tracert command, 801
syntax, 807 type command, 802
listsvc command, 789
1224 scripting (Windows)

variables, 812 local security policies, 987

alphanumeric characters, 810 logon scripts an user accounts, 985
data types, 810 resetting account passwords, 986
declaring, 809 shared folder passwords, 988
defined, 808 unlocking accounts, 986
editing, 809 Administrator accounts, 982
environment variables, 805-807 AES, 651
examples of, 810-811 Android, 500-503
floating-point numbers, 810 antimalware
initializing, 810 Disable Early Launch Anti-Malware Protection
integers, 810 (Advanced Boot Options menu), 888
naming, 809 logical security, 968
path variables, 805 mobile devices, 464
strings, 810 antivirus software, 840, 978
viewing, 809 logical security, 968
VBScript, 804, 820 policies, 960
wbadmin command, 802 reinitializing, 843
wscript command, 802 rogue antivirus applications, 1003
xcopy command, 802 AP, 676, 1017, 1022-1024
scroll gestures, 435 app scanners, 464
SCSI (Small Computer System Interface), 259 Apple ID, 923
cables, 264 Apple iOS, 500-503
connectors, 262 AUP, 960, 973
SD (Secure Digital) memory cards, 424 authentication, 981
SDelete utility, overwriting hard drives, 1001 apps, 500
SDK (Software Development Kits), 442 authenticator apps, 966
SDRAM (Synchronous DRAM), 215 biometrics, 966-968
SDS (Safety Data Sheets), 179, 1041 EAP, 1018
SDSL (Symmetric DSL), 585 multifactor, 966-968
search function open, 1018
Windows 8 desktop, 740 physical security, 961
Windows 8.1 desktop, 740 RADIUS, 966
Windows 10 desktop, 742 shared key, 1018
searching single-factor, 966
files/folders, 751 software tokens, 966
skills, 7-8 SSO, 980
secedit command, 988 TACACS, 966
sectors (hard drives), 256 TPM, 963, 971
secure boot, configuring, 121 two-factor, 966
Secure Digital storage, 343 authorization, 981
security, 1027 backdoor attacks, 979
access attacks, 979 badge readers, 962
ACL, 969 biometrics, 966
AD, 732, 983 facial recognition devices, 967-968
adding users to groups, 984 fingerprint readers/locks, 967
creating accounts, 984 hand scanners, 967
data storage, 986 locks, 963
deleting accounts, 986 retinal scanners, 967
disabling accounts, 986 voice recognition devices, 967
group policies, 987-988 BIOS, 126, 970-971
 security 1225

BitLocker encryption, 732 WPA2, 670

blacklists, 1010 WPA2 with AES, 671
bootups, 971 failed attempts lockout, 983
botnets, 976-979 files, 991
brute force attacks, 979 attributes, 996
BYOD, 960 quarantined files, 1005
cable locks, 963 fingerprint readers, 346-347
cameras, installing, 682 firewalls, 644, 968
cell tower analyzers, 465 antimalware software and, 1009
certificates of destruction, 965 antivirus software and, 1009
content filtering, 1016 Windows Firewall, 1010-1013
corporate OS wireless networks, 1017
BitLocker encryption, 732 flash memory, 236
EFS, 733 folders, 991
credentials, 867 GPS tracking, 500
DDoS attacks, 979 grayware, incident reports, 1026
DEP, 728, 1002-1003 group policies (AD), 987-988
dictionary attacks, 972, 979 guest accounts, disabling, 982
digital security certificates, 1008 hard drives, backups, 998-999
directory permissions, 969 hardware tokens, 962-964
Disable Execute Bit, 121 HomeGroups, passwords, 972
DLP, 969 IDS, 1016
DMZ, 1010 incident reports, 1025-1026
DNS, 1005-1007 Internet, 1003
documents, 965 blacklists, 1010
domains, 980 digital security certificates, 1008
DoS attacks, 979 DMZ, 1010
dumpster diving, 965 DNS configuration, 1005-1007
educating users about security, 979 email, 1007
AUP, 973 end-point management servers, 1016
domains, 980 firewalls, 1009
licensing software/apps, 973 IDS, 1016
phishing, 978 IPS, 1016
regulated data, 974-975 MBSA, 1004
social engineering attacks, 972, 978 proxy servers, 1008-1009
threats to security, 975-978 removing malware, 1004-1005
workgroups, 980 UPnP, 1010

INDEX
EFS, 733 UTM systems, 1016
email, 961, 969, 1007 whitelists, 1009
emergency procedures, 961 Windows Defender, 1004
encryption IPS, 1016
AES, 651 Kerberos protocol, 971
BitLocker, 732 key fobs, 962
defined, 963 Keychain Access (macOS), 932
EFS, 733 keyloggers, 976
TKIP, 670 laptops, 499-503
WEP, 670, 1019-1020 libraries, 993
wireless NIC, 670 Linux, logical security, 970
WPA, 670
1226 security

local resources passcode locks, 500

AD, 732, 983-986 physical laptop locks, 499
authentication, 981 PIN, 500
authorization, 981 remote wipes, 500
user management, 981-983 rooting, 503
local security policies (AD), 987 sandboxes, 499
Lock Computer option, 983 screen locks, 500
logical security security patterns, 500
ACL, 969 swipe locks, 500
antimalware, 968 system lockouts, 501, 894
antivirus, 968 unauthorized access, 501
authentication, 968 unauthorized tracking, 501
BIOS/UEFI passwords, 970-971 updates, 500
complexity, 971 upgrades, 500
directory permissions, 969 USS, 499
disabling unused ports, 969 Wifi analyzers, 464
DLP, 969 wireless connectivity, 499
email filtering, 969 multifactor authentication
firewalls, 968 logical security, 968
Linux, 970 physical security, 966
passwords, 968, 971-972 NAT, 1014
ports, 969 networks
screen savers/locks, 972 access attacks, 979
trusted/untrusted sources, 970 AD, 732, 983-986
user ID, 972 authentication, 981
VPN, 969 authorization, 981
logon time restrictions, 982 backdoor attacks, 979
logs (Event Viewer), 865 botnets, 979
MAC address filtering, 1022 brute force attacks, 979
malware, 975-978, 1004-1005 DDoS attacks, 979
MITM attacks, 979 dictionary attacks, 979
mobile devices domains, 980
antimalware, 464, 499 DoS attacks, 979
antivirus software, 499 MITM attacks, 979
app scanners, 464 permissions, 988-996
Authenticator apps, 500 rainbow table attacks, 979
cable locks, 499 reconnaissance attacks, 980
cameras, 502 replay attacks, 980
cell tower analyzers, 465 Smurf attacks, 980
data transmission limits, 503 spoofing attacks, 980
facial recognition locks, 500 SSO, 980
factory resets, 500-501 TCP/IP hijacking, 980
failed logins, 501 trapdoor attacks, 979
fingerprint locks, 500 user management, 981-983
firmware, 500 vulnerability scanners, 980
GPS tracking, 500 workgroups, 980
jailbreaking, 503 zero day attacks, 980
leaked data, 501-502 zombie attacks, 980
lost mode, 500 noncompliant systems, 960
microphones, 502
 security 1227

OS libraries, 993
account recovery, 1000 local shares, 991
backups, 998-1000 NTFS permissions, 989, 994-996
BitLocker encryption, 1000 Public folders, 992
corporate OS, 732-733 restrict user permissions, 988
DEP, 1002-1003 share permissions, 988-991
destroying hard drives, 1002 phishing, 978, 1026
disabling AutoPlay/AutoRun functions, 1001 physical security
EFS, 1001 authentication, 961, 966-968
full device encryption, 1000-1001 badge readers, 962
overwriting hard drives, 1001 biometrics, 963, 966-968
patch management, 997-998 cable locks, 963
restores, 998-1000 document security, 965
update management, 997-998 door locks, 962
vulnerabilities, 730 electronic key cards, 961
wiping hard drives, 1001 entry control rosters, 963
overview, 960 guards, 962
parental controls, 929, 1013 hardware tokens, 962-964
passwords key fobs, 962
Administrator accounts, 982 mantraps, 963-964
AP, 676, 1022 policies, 960
BIOS, 970-971 privacy screens, 963
cached passwords, 456 RFID, 962
complexity, 971 server locks, 963
expiration dates, 972 smart cards, 962-963
failed attempts, 972 TPM, 963, 971
formatting, 972 tracking modules, 963
HomeGroups, 972 USB locks, 963
Kerberos protocol, 971 policies, 960-961, 973, 1064
logical security, 968 ports, 962, 969
passwd command (Linux), 944-945 principle of least privilege, 991
policies, 960, 1064 printer data privacy, 401
power-on, 971 privacy filters, 963
rainbow table attacks, 979 proof of incineration, 965
reminders, 971 proxy servers, 1008-1009
reusing, 972 Public folders, 992
synchronization, 456 RADIUS, 966

INDEX
UEFI, 970-971 rainbow table attacks, 979
wireless AP, 676 ransomware, 976-977
wireless routers, 676 reconnaissance attacks, 980
workgroups, 623 remote access policies, 961
PAT, 1014 remote desktops, 1015
permissions replay attacks, 980
administrative shares, 991 RFID, 962
command prompt and, 996 rootkits, 608, 976
effective permissions, 995-996 screen locks, 983
file attributes, 996 screen savers/locks, 972
file permissions, 989 Security & Privacy setting (macOS, System Pref-
hidden shares, 991-992 erences), 928
inherited permissions, 995 security patterns, mobile devices, 500
1228 security

Security tab (Internet Explorer 11, Internet Options WPA, 670, 1020
window), 598, 601 WPA2, 670, 1020
sensitive printed material and printers, 360 WPA2 with AES, 671
server locks, 963 WPS, 1021-1022
shoulder surfing, 963-965, 972, 978 zero day attacks, 980
single-factor authentication, physical security, 966 zombie attacks, 980
smart cards, 962-963 selection structures. See decision structures
smartphones, 500-503 selections (Windows scripting), 808
Smurf attacks, 980 self-grounding, 164, 1049
social engineering attacks, 972, 978 self-powered hubs, 46
software tokens, 966 sensitive printed material and printers, 360
spear phishing, 978 separation pads (laser printers), 370
spoofing attacks, 980 sequences (Windows scripting), 808
spyware, 975, 1026 serial AT attachment. See SATA
SSO, 980 serial devices
tablets, 500-503 asynchronous transmissions, 576
TACACS, 966 configuring, 576,-577
tailgating, 978 serial cables, 53
TCP/IP hijacking, 980 serial hard drive interfaces, 259
timeouts, 983 serial ports, 53, 59, 575-577
TKIP, 670 USB-to-serial converters, 575
tokens, 962-964 servers
TPM, 963, 971 AD, 732, 983-988
tracking modules, 963 authentication servers, 693, 972
trapdoor attacks, 979 cloud computing, 593-597, 733
Trojans, 976 DHCP servers, 666-667, 693
trusted/untrusted sources, 970 DMZ, 1010
two-factor authentication, physical security, 966 DNS servers, 669, 687, 693
UEFI, 970-971 end-point management servers, 693, 1016
UPnP, 1010 file servers, 693
USB locks, 963 locks, 963
users, 981-983 logging servers, 693
educating about security, 972-980 mail servers, 693
ID, 972 networks, 621-622, 692-693
UTM systems, 1016 NOS, 621
virtualization, 592-593 print servers, 693
viruses, 975-978, 1026 proxy servers, 693, 1008-1009
VPN remote servers, BranchCache, 733
configuring, 1014-1015 syslog servers, 693
logical security, 969 web servers, 693
vulnerability scanners, 980 service packs, 551, 758, 846
WEP, 670, 946, 1019 service releases (software), 551
whitelists, 1009 services
WiFi analyzers, 464 disabling, 787, 895
Windows Firewall, 1010-1013 enabling, 789
Windows installations, 840 fails to start errors, troubleshooting, 895
wireless AP, 1017 listsvc command, 789
wireless networks, 1017-1025 managing, 878
workgroups, 980-982 network services, troubleshooting, 688
worms, 976 process IDs, 801
 SIIA (Software and Information Industry Association) 1229

restarting, 895 SFTP (Secure File Transfer Protocol), 697

troubleshooting, 688, 895 .sh files, 804
viewing, 789 Shadow Copy technology, 887
Services tab shared key authentication, 1018
System Configuration utility, 891 shares, 866
Task Manager, 894 administrative shares, 991
Services window, 798 hidden shares, 991-992
services.mmc command, 798 local shares, 991
Session layer (OSI model), 644 mapping to, 703-704
set command, 799 permissions, 988-991
setup logs Sharing tab, 702-703
Event Viewer, 865 shareware, 973
Windows installations, 845 sharing
Setup program, 117 files, 995
boot options, 120 folders, 866, 995-996
Boot Sequence, changing, 122 access denied messages, 992
Disable Execute Bit, 121 AD password protection, 988
drive encryption, 121 hidden shared folders, 998
fan control, 120 printers, 407, 691
general optimization, 120 accessing shared networks, 399
hard drives, 271 Bluetooth, 397-398
Hardware Monitor, 121 print servers, 398-399
Hyper-Threading, 120 Windows environments, 395
iGPU, 121 wireless networks, 397-398
interface configuration, 121 resources, cloud computing, 597
intrusion detection/notification, 121 screen-sharing (iCloud), 923-924
LoJack, 121 Sharing setting (macOS, System Preferences), 928
number lock key, 120 subfolders, 996
onboard devices, 120 system memory, 142
passwords, 120 shell scripts, 804
peripherals, 120 shells (macOS), 919
power configuration, 121 shielding (speakers), 331
processors, 120 shoes (smart), 426
secure boot, 121 shortcuts, Windows desktop icons, 736
system information, 120 shoulder surfing, 963-965, 972, 978
system resources shredding documents, 965
defined, 126 shrink partitions, 282, 875

INDEX
I/O addresses, 127, 130-131 shutdown command, 800, 944
IRQ, 127, 130 shutting down
memory addresses, 127, 131 computers, 800
PCI interrupts, 127-128 troubleshooting, 103, 898, 899
PCIe interrupts, 127-128 unexpected shutdowns, 103, 898-899
TPM, 121, 1144 Windows 7, 739
USB, 120 side loading apps, 442
video, 120 side-by-side apps (Windows), 832
virtualization, 121 signal strength (antennas), wireless networks, 662
virus protection, 120 signature pads, 19
sfc command, 799 SIIA (Software and Information Industry Association),
sfc / scannow command, 296 1026
SFC (System File Checker), 296, 845-846
1230 SIM (System Image Manager), corporate Windows deployments

SIM (System Image Manager), corporate Windows de- smart devices, 677
ployments, 842 digital assistants, 683
SIM cards, 436 door locks, 683
SIMM (Single In-line Memory Modules), 213 earrings, 426
simple volumes (Windows Disk Management), 281 light switches, 681
single IDE setting, 265 shoes, 426
single link DVI connectors, 36 thermostats, 680-681
single-alternative decision structures, 814 voice-enabled smart speakers, 683
single-core processors, 80 watches, 426
single-factor authentication, physical security, 966 Z-wave, 678-680
single-mode fiber cables, 56-57 Zigbee, 678-679
single-sided memory, 217 SmartMedia, 343
site surveys, wireless networks, 662 smartphones, 420, 438. See also phablets
slave devices, 265 apps, 439-442
SLC (Single-Level Memory Cells), 257 baseband updates, 437
sleep mode disposal of/recycling, 1046
going into, 193 headsets, 652
mobile devices, 435 IMEI numbers, 435-436
troubleshooting, 193, 199 IMSI, 436
Zigbee devices, 679 notification areas, 432
sleep-and-charge USB ports, 46 PRI, 437
sleep/suspend mode (ACPI), 192 PRL, 437
slots radio firmware updates, 437
expansion slots, 14-15, 93 security, 500-503
AGP, 95 SIM cards, 436
bus bandwith comparisons, 97 troubleshooting, 505-515
covers and EMI/RFI, 165 SMB (Server Message Blocks), 697
laptops, 469-470 SMC (System Management Controller) resets, 505
M.2 expansion cards, 470 smoke, troubleshooting, 147, 198, 550
NVMe cards, 470 SMS (Short Message Service), 451
PCI, 94 SMTP (Simple Mail Transfer Protocol), 453, 697
PCIe, 96-99 Smurf attacks, 980
types, 94 snapshots, virtualization, 590
M.2 slots, 121 SNMP (Simple Network Management Protocol), 697
PCI slots, 94-97 social engineering attacks, 972, 978
PCIe slots, 94-99 sockets, 85-86
Slots Used field (Task Manager Performance tab), 233 SODIMM (Small-Outline DIMM), 213, 481-482
USS, laptop security, 499 soft resets, mobile devices, 504
slow performance, troubleshooting, 297 Soft-off power setting (ACPI), 193
boots, 896 software
profile loads, 896-897 antimalware, 968
systems, 894 firewalls and, 1009
transfer speeds (networks), 687 mobile devices, 499
web browsers, 610 antivirus software, 840, 968, 978
SLP (Service Location Protocol), 697 firewalls and, 1009
S.M.A.R.T. (Self-Monitoring, Analysis and Reporting mobile devices, 499
Technology) errors, 296 reinitializing, 843
smart cameras, 421-423. See also webcams automatically loading programs from startup,
smart card readers, 19, 348-349, 424, 487 stopping, 883
smart cards, security, 962-963 AutoPlay function, disabling, 1001
 Speed field (Task Manager Performance tab) 1231

AutoRun function, disabling, 1001 Apple iOS settings, 490

buying, licensing software, 973 audio beeps (POST codes), 546-547
compatibility, troubleshooting, 731 computer design, 540
compliance, 730 digitized sound, 327
defined, 9 headphones, 334
DLP, 969 headsets, 19, 330
drivers, troubleshooting, 144 laptops, 490, 493, 498
end-of-life concerns, 730 microphones, 19, 329, 493, 498, 502, 540
errors, troubleshooting, 551 mobile devices, troubleshooting, 513
extensible software, 731 motherboard speakers, 324
file recovery, 290 muting, 329
firewalls, 968 ODD, 325, 334
freeware, 973 ports, 324-326
image management, 674 resolution, 327
incompatibility, 730 sound cards, 50, 326-329, 333-334, 540
interfering software, disabling in Windows OS instal- Sound setting (macOS, System Preferences), 928
lations, 841 sound waves, 326
licensing, 973 speakers, 330-334, 540, 683
Linux, obtaining software with CLI, 947-948 troubleshooting, 329, 333-334, 513, 854
logical security, 968-969 VoIP, 329
open source software, 918, 973 spam, 1007
operating costs, 730 spanned volume (Windows Disk Management), 281
patches, 551 sparks, troubleshooting, 147
performance, 730 SPD (Serial Presence Detect), 217, 235
piracy, 973, 1026 speakers, 330, 334, 428-429
printers, troubleshooting, 405 amplification, 331-332
RAID, configuring, 283 choosing, 332
reliability, 730 computer design, 540
SDK, 442 connectivity, 332
service packs, 551 external speakers, 331
service releases, 551 extras, 332
shareware, 973 frequency response range, 331
Software Updater tool (Ubuntu), 942 internal speakers, 331
synchronizing, 859 laptops, troubleshooting, 490
system requirements, 858 mobile devices, troubleshooting, 490, 513
tokens (authentication), 966 motherboards, 324
Ubuntu power ratings, 331

INDEX
obtaining software with CLI, 947-948 shielding, 331
Ubuntu Software Center, 942 Sound setting (macOS, System Preferences), 928
updates, end-of-life concerns, 730 troubleshooting, 332-333, 490, 513
versions, end-of-life concerns, 730 USB speakers, 331
Windows installations, 857-860 voice-enabled smart speakers, 683
solid ink printers, 366 spear phishing, 978
solid state drives. See SSD special characters, file/folder names, 746
Sony/Phillips Digital interface. See S/PDIF special function keys (keyboards), laptops, 480-481
sound special thermal paper, 371
2.0 audio subsystems, computer design, 540 speech recognition devices (biometrics), 967
2.1 audio subsystems, computer design, 540 Speed field (Task Manager Performance tab), 233
Android settings, 490
Apple Digital AV adapters, 444
1232 speeds

speeds Start button (Windows 7 desktop), 738-739

NIC, 672, 1140 Start screen (Windows desktop), 734, 740-742
processors, 76 Start Windows Normally (Advanced Boot Options menu),
SPGA (Staggered Pin Array) sockets, 85 888
spikes (electricity), 1050 starting
spilled toner, 371, 1048 Notepad, 796
spinning pinwheels, 297, 548, 930 Remote Desktop, 793
splitting System Configuration utility, 793
partitions (hard disks), 282, 875 System File Checker, 799
spoofing attacks, 980 Windows Explorer, 789
Spotlight (macOS), 920, 928 startup
spread gestures, 435 automatically loading programs from startup,
SPS (Standby Power Supplies), 1055-1059 stopping, 883
spyware, 975, 1026 Startup Disk setting (macOS, System Preferences),
SRAM (Static RAM), 213, 228-229 929
SSD (Solid-State Drives), 483 Startup tab
Advanced Boot Options menu, 889 System Configuration utility, 891
defined, 256-258 Task Manager, 894
defragmenting, 293 static electricity, SSD, 271
externally, 271 statically configuring IP addresses, 666
hard drives, compared, 257 stepper motors, inkjet printers, 365
hybrid SSD, 258 sticking keys (keyboards), troubleshooting, 508
industries supported, 257 stop bits
installing, 270-271, 299 asynchronous transmissions, 576
M.2 SSD, 260 serial ports, 577
MLC, 257 stopping
NVMe, 260 apps, 442
removing, 173 tasks, 893
SLC, 257 storage
SSHD, 258 AP, 676
static electricity, 271 cloud storage, 252, 594, 993, 998-999
troubleshooting, 299 component handling/storage procedures, 1049-1050
upgrading to, 485 computer design, 539-540
wear leveling, 257 configuring, 265-267
write amplification, 257 credentials, security, 867
SSH (Secure Shell), 697, 1015 data storage, 986, 1000
SSHD (Solid-State Hybrid Drives). See hybrid drives design components, 539-540
SSID (Service Set Identifiers) digital cameras, 343-344
AP, 655, 677, 1023 disk maintenance, 876-877
wireless AP, 677 DVD drives, 11
wireless NIC, 670 eSATA, 264, 269-270
SSL (Secure Sockets Layer), 453, 695 external storage drives, 19
SSO (Single Sign-On) authentication, network security, files, cloud computing, 594
980 flash drives, Linux bootups, 939
stabilizer bars, inkjet printers, 365 hard drives, 11, 253-264, 271-293
standard thick client workstations, 533, 538 IDE, 261-262
standard user accounts, 871, 981 installing, 293-298
standby power, 181 laptops
standoffs, 174 during travel, 504
start bits, 576 hard drives, 483-485
 synchronization 1233

optical drives, 486 supervisors, BIOS/UEFI security, 970

smart card readers, 487 surface wave touchscreens, 496
local storage, backups, 998 surge protectors, 197, 1051
managing. See disk management buying, 1053
mobile devices, 424 clamping speed, 1052
optical drives, 486 clamping voltage, 1052-1053
smart card readers, 487 energy absorption/dissipation, 1052
NAS devices, 531-532 modems, 587
OneDrive, 832 tripping hazards, 1052
optical drives, 11 troubleshooting, 199
PATA, 265-266 TVS ratings, 1052
PATA IDE, 261-262 UL ratings, 1052
processor storage capacities, 24 surges (power), 1050
RAID, 298 SUSE website, 939
removable storage, 285 suspend/sleep mode (ACPI), 192
removing, 173 swabs (urethane), cleaning keyboards, 178
SATA, 267, 270 swap files, 229, 289
SATA IDE, 262-263, 269 swap partitions, 838
SSD, 256-260, 270-271, 293 swipe gestures, 435
storage cards, 424 swipe locks, mobile devices, 500
storage pools, 286 Swiss army knives, 166
storage spaces, 286, 876 switches
troubleshooting, 290-298 command switches, 775
Windows, 908 defined, 626
disk maintenance, 876-877 Ethernet, 626
disk management, 874-876 hubs versus, 626
drive status, 874 KVM switches, 19, 339
Storage Spaces Control Panel, 876 light switches (smart), 681
Windows Storage Spaces, 286 managed switches, 626
STP (Shielded Twisted-Pair) cables, 55, 627 PoE switches, 657
straight-through cables, 629 router/switch functionality, 654
streaks (printing issues), troubleshooting, 409 unmanaged switches, 626
strings (Windows scripting, variables), 810 VLAN, 649
striped volumes (Windows Disk Management), 281 swollen batteries, troubleshooting, 511
striping (disk), 283 Sync Center (Windows 7), 859
su command (Linux), 944 synchronization
subfolders, 746, 772 Android devices, 457

INDEX
encryption, 1001 Apple iOS devices, 458-459
shared subfolders, 996 apps
subnet masks cloud computing, 594
broadcast address, 1087 fitness apps, 455
CIDR, 650 software apps, 859
IPv4 addresses, 649-650 cached passwords, 456
network number, 1086-1087 contacts, 457
prefix notation, 1086 mobile devices, 455
purpose, 1085 Android devices, 457
stopping point, showing, 1087 Apple iOS devices, 458-459
viewing, 1085 cars, 456
subtrees, Windows registry, 758-759 clouds, 456
sudo command (macOS), 935-936
1234 synchronization

connection types, 457 tables

desktops, 456 FAT, 279
wired network connectivity, 457 partition, 278
wired USB connectivity, 457 tablets. See also phablets
wireless connectivity, 457 apps, 439-442
syntax, scripting languages, 770, 807 ASUS tablets, 431
syslog servers, 693 disposal of/recycling, 1046
Sysprep, corporate Windows deployments, 842 security, 500-503
system configuration. See Setup program troubleshooting, 505-515
system bars, mobile device OS, 432 tabs, Windows dialog boxes, 744
system boards. See motherboards TACACS (Terminal Access Control Access Control
System Configuration utility (msconfig command), 793, System), 966
889-892 tailgating (social engineering attacks), 978
system environment variables (Windows scripting), 805 tap gestures, 435
system files, 880-881 tap-to-pay devices, 19
renamed files, troubleshooting, 1004 tape drives, 285
System File Checker, 799 Task Manager, 892
system images, 760-761 App History tab, 893
System Information (macOS), 931 Details tab, 894
System Information window, opening, 793, 1122 missing tabs, troubleshooting, 893
system lockouts, 501, 894 Performance tab, 231-233, 893, 901-902
system lockups, 103, 234 performance, troubleshooting, 901-903
system logs Processes tab, 893
Event Viewer, 864-865 Services tab, 894
reviewing (troubleshooting), 543 Startup tab, 894
system partitions troubleshooting, 893
macOS, 927-929 Users tab, 894
NTFS, 278 Task Scheduler, 862
System Protection, 886 Task View (Windows 10 desktop), 743
system requirements, software/apps, 858 taskbars
system resources multi-monitor taskbars (Windows), 832
defined, 126 Windows 7 desktop, 737-739
I/O addresses, 127, 130-131 taskkill command, 800
IRQ, 127, 130 tasklist command, 801
memory addresses, 127, 131 tasks
MSI/MSI-X interrupts, 128 automating via scripts, 803
PCI interrupts, 127-128 killing (stopping), 800, 893
PCIe interrupts, 127-128 TB (Terabytes), 22-24
System Restore, 849, 886-887, 925 TCP (Transmission Control Protocol), 695
system updates, macOS, 924 TCP/IP (Transmission Control Protocol/Internet Protocol),
system volumes, 281, 880 644, 1123
systeminfo command, 800, 846 AFP, 696
Application layer, 697
T CIFS, 697
components of, 645
T1 network connections, 706
DHCP, 696
T3 network connections, 706
DNS, 696
T568A cabling standard, 56, 629
FTP, 696
T568B cabling standard, 56, 629
hijacking, 980
HTTP, 696
 toner probes 1235

HTTPS, 697 textboxes (Windows dialog boxes), 744

IMAP, 697 TFT (Thin Film Transistor), laptop displays, 492
Internet layer, 697 theories
layers of, 645 theory of probable cause (troubleshooting), estab-
LDAP, 697 lishing
message formatting, 645 boot process, 544-545
NetBT, 697 diagnostics, 548-549
Network access layer, 697 error messages, 545-548
NTP, 697 hardware errors, 550
POP3, 697 intermittent device failures, 550-551
printing, 692 POST codes, 545-550
RDP, 697 software errors, 551
SFTP, 697 testing, 551-553
SLP, 697 troubleshooting, 1071
SMB, 697 thermal paste, 86-88
SMTP, 697 thermal printers, 361, 371-372, 386
SNMP, 697 thermal sensors, 217
SSH, 697 thermal wax transfer printers, 366
statistics, viewing, 793 thermostats (smart), 680-681
Telnet, 697 thick clients, 533, 538, 673-675
Transport layer, 697 thin clients, 533, 538, 673-675
teamwork, 237 threading, 79
technical field kits (safety equipment), 1043-1044 Threads field (Task Manager Performance tab), 231
technicians throttling processors, 90
active listening skills, 105-106 thumb drives, 236
qualities, 2-4, 150 Thunderbolt cables, 49
skills, 201-202, 237, 300, 350-351, 410, 516-517, Thunderbolt ports, 49-50, 59
559-560, 611, 707, 762, 822, 907-908, 953, 1028, TIFF (Tag Image File Format) files, 337, 344, 747
1066-1076 tiles (Windows desktop), 734-736, 741
Telnet, 697, 1015 Time Machine (macOS), 924-925, 929
telnet command, 801 time management, 1072
temperature changes and laptops, 472 time restrictions (logon), workgroups, 982
temperature control, UPS/SPS battery backups, 1059 time/date settings
Terminal (macOS), 926, 934 Date & Time setting (macOS, System Preferences),
Terminal Services. See remote desktops, Remote Desktop 929
Services Windows, 841
terminating cables, 629-633 timeliness, 237

INDEX
test pages (printers), 390 timeouts (security), 983
testing TKIP (Temporal Key Integrity Protocol), 670, 1020
backups, 998 tokens (security), 962-966
installations, 321 tone generators, 639
ports, 550 toner, 387
remote network device connectivity, 796-797 defined, 370
theory of probable cause (troubleshooting), 551-553 disposal of/recycling, 1048-1049
wall outlets, 199 laser printers, 370-371
tethering, 449, 588 refilling, 380
text files, 8 spilled toner, 1048
scripts as, 803-805 spills, 371
viewing, 792, 802 troubleshooting, 409, 1048
text messages, SMS, 451 toner probes, 639
1236 toner vacuums

toner vacuums, 178 Transport layer

tools OSI model, 644
AC circuit testers, 199 TCP/IP, 697
disassembly, 165-167 TCP/IP model, 645
loopback plugs, 550 Transport Mode (Zigbee devices), 679
power converters, 187 trapdoor attacks, network security, 979
power supply testers, 198 traveling with mobile devices/laptops, 504
preventive maintenance kits, 178 triggering ports, 1011
scribes, 475 triple-channel memory, 223
Y connectors, 187 triple-rail power supplies, 194
Tools tab (System Configuration utility), 892 Trojans, 976
topologies troubleshooting. See also preventive maintenance
defined, 625 apps, 505-507, 859, 864, 893
Ethernet star topologies, 626-627 artifacts, 148
Z-Wave topologies, 680 audio, 322, 329, 333-334, 854
topology diagrams (networks), 1060 batteries, 511
TOSLINK cable connections, 50 BIOS, 149
Total Physical Memory field (Task Manager Performance black/blank screens, 884
tab), 231 blue screens, 864
touch and hold gestures, 435 Bluetooth, mobile devices, 514-515
touch command (macOS), 934-935 bootups, 197, 295, 544-545
touch gestures, 435 BSOD, 548
touchpads, 19 burning smells, 198
cleaning, 178 cables, 638-639
laptops, repairing, 479 color, incorrect color patterns, 144
touchscreens compatibility, software, 731
calibrating, 498 device installations, 855-857
capacitive touchscreens, 496 Device Manager, 149
IR touchscreens, 496 digital cameras, 344
performance, 511 dim images, 145
replacing, 496 DirectX, 322, 334
resistive touchscreens, 495-496 disappearing files, 1004
surface wave touchscreens, 496 displays, 144-148, 509-510
troubleshooting, 510 distorted geometry, 146
toxic waste handling, 1044 distorted images, 144
TPM (Trusted Platform Modules), 963 DNS, 687, 796
BIOS/UEFI security, 971 Dock (macOS GUI), 920
configuring, 121, 1144 electricity
TR4 (sTR4) sockets, 86 overvoltage, 1050
tracert command, 687, 801 undervoltage, 1050-1051
tracking modules (physical security), 963 email, 507
trackpads, 509, 928 EMI, 165
tracks (hard drives), 255 error messages, 545-548
transfer belts (laser printers), 368 ESD, 162-165, 1049
transfer coronas (laser printers), 368-370, 385 Ethernet star topologies, 627
transfer pads (laser printers), 368 Event Viewer, 866
transfer rollers (laser printers), 368 failed print jobs, 407
transferring data, 835 failures to boot, 882
transmission limits (data), mobile devices, 503 fans, 197-199
files, 1004
 troubleshooting 1237

firewalls, 1012-1013 macOS

flash memory, 236 Force Quit, 926
flickering images, 145 kernel panic, 931
flowcharts, 555-558 Safe mode, 929
follow ups, 554 spinning pinwheels, 930
frozen mobile devices, 512 System Preferences, 927-929
General tab (Properties dialog), troubleshooting with, Terminal, 926
149 mechanical drives, 486
ghost images (printing issues), 409 memory, 228, 234-235, 901-902
GPS, mobile devices, 514 mice, 17-18
grounding problems, 162-165 mobile devices
hard drives, 235, 255, 290-298, 486 app installations, 506
headphones, 334, 513 app log errors, 506
humidity and component handling/storage, 1049 email, 507
incorrect color patterns, 144 hard resets, 504-505
information gathering process/resources, 542 high resource utilization, 505
ink cartridges, 409 loading apps, 507
intermittent device failures, 550-551 soft resets, 504
kernel panic (macOS), 931 modems, 691
keyboards, 17-18, 507-508 monitors, 198, 509
laptops motherboards, 103-104, 549
Bluetooth cards, 487 networks
DC jacks, 489 cable modems, 691
displays, 494-499 cables, 638-639
hard drives, 483-485 connectivity, 684-685, 689-690
inverters, 499 DNS servers, 687
keyboards, 478 DSL modems, 691
memory, 482 ifconfig command, 686
microphones, 498 ipconfig command, 686
motherboards, 476 mobile devices, 513
optical drives, 486 net command, 688
processors, 477 net computer command, 688
smart card readers, 487 net config command, 688
sound, 490 net help command, 688
touchpads, 479 net share command, 688
touchscreens, 496 net start command, 688
video cards, 491 net stop command, 688

INDEX
webcams, 498 net use command, 688
WiFi cards, 487 net user command, 688
laser printers, 385 net view command, 688
LCD, 145 netdom add command, 688
logical steps netdom command, 688
documentation, 554 netdom join command, 688
establishing theory of probable cause, 544-551 netdom remove command, 688
identifying problems, 543 netdom renamecomputer command, 688
implementing preventive measures, 554 netdom reset command, 688
plans of action, 554 netdom resetpwd command, 688
testing theories to determine cause, 551-553 netdom verify command, 688
verifying full system functionality, 554 NIC, 686, 689-690
ping command, 684-686
1238 troubleshooting

printers, 692 speakers, 332-333, 513

services, 688 spinning pinwheels, 297, 548, 930
slow transfer speeds, 687 SSD, 299
tracert command, 687 storage devices, 290-298
unavailable resources, 685 streaks (printing issues), 409
updates, 897 surge protectors, 199, 1052
NIC, 686, 689-690 system files, renamed files, 1004
no OS found errors, 845 system performance, 894
NTLDR is Missing errors, 844 tablets, 505-515
ODD, 321-322, 334 Task Manager, 893
operation requires elevation messages (command techniques, 822
prompt), 803 theories, 1071
OS toner, 409
software compatibility, 731 touchscreens, 510
updates, 730 trackpads, 509
overheating, 148, 198, 512-513 UEFI, 149
oversized images/icons, 145 undervoltage, 1050-1051
overview, 542 updates, OS, 730
overvoltage, 1050 USB devices, 136-137
paper (printers), 383 USB drives, 297
passwords, Keychain Access (macOS), 932 vertical lines (printing issues), 409
performance, 900-904 VGA mode, 145
PnP, 132 video, 144-148, 322
ports, 550 volume, 333
POST codes, 545-547, 550-551 web browsers, 608-610
POST errors, 123, 552 Windows, 904
power supplies, 197-199, 511-513, 1050-1051 black/blank screens, 884
print logs, 407 blue screens, 864
printers, 383-388, 402-409, 692, 880 boot process, 882-883, 896
processors, 92 BSOD errors, 886
proprietary crash screens, 297, 548 device installations, 855-857
RAID, 298 installations, 843-845
read/write failures, 297 profiles, 896-897
reboots, 197 shutdowns, 898-899
renamed system files, 1004 updates, 886
RFI, 165 upgrades, 844-845
S.M.A.R.T. errors, 296 Windows Firewall, 1012-1013
services, 895 Windows Troubleshooting Wizard, 857
shutdowns, 898-899 wireless connectivity, mobile devices, 513-514
sleep mode, 193, 199 wireless networks, 1025
slow boots, 896 trust, building, 1028
slow profile loads, 896-897 Trusted Platform Modules. See TPM
smartphones, 505-515 trusted/untrusted sources, logical security, 970
smoke, 147, 198, 550 TVS (transient voltage suppressing) ratings, surge pro-
software tectors, 1052
compatibility, 731 TWAIN (scanners), 337
drivers, 144 tweaker screwdrivers, 166
errors, 551 twisted-pair cables
sound, 329, 333-334 corporate environments, 634
sparks, 147 PVC, 628
 updatedb command (Linux) 1239

RJ-11 connectors, 629 boot process, 545

RJ-45 connectors, 629-633 Boot Sequence, changing, 122
STP, 627 configuring, 119-121, 271
terminating, 629-633 diagnostics, 548-549
UTP, 627-630, 634 error messages (POST codes), 547-548
two-factor authentication, physical security, 966 exit options, 122
TXT (Text File Format) extension, 747 flashing the UEFI, 124-125
Type 1 hypervisors, 590 hard drive configuration, 271
Type 2 hypervisors, 591 hardware configuration, 132
Type A-B-C fire extinguishers, 1041 on-board NIC, 671
Type C fire extinguishers, 1041 passwords, 970-971
type command, 778, 802 Phoenix BIOS/UEFI chips, audio beeps (POST
codes), 547
U RAID configuration, 284
recovery methods, 125
UAC (User Account Control), 832, 872
SATA ports, enabling, 268
UART (Universal Asynchronous Receiver/Transmitter),
576 security, 970-971
Ubuntu troubleshooting, 149
backups, 943 updating, 126
best practices, 952 upgrading, 124-125
bootloaders, 952 virtualization, 590
CLI UL (Underwriters Laboratories) ratings
copy data, 948-950 surge protectors, 1052
finding files, 951 UL 1449 VPR (Voltage Protection Rating), 1052
missing GRUB/LILO, 952 unallocated status state (disk management), 298
network configuration, 945-946 unattended Windows installations, 833
obtaining software, 947-948 unauthorized access, mobile devices, 501
shutting down systems, 944-945 unavailable resources (networks), troubleshooting, 685
viewing processes, 947 unbuffered memory, 217
commands, 944-951 uncompressing files, 789, 1106
Dash, 940-941 undervoltage, troubleshooting, 1050-1051
GParted disk management tool, 941, 949-950 unexpected shutdowns, 103
GRUB, 952 UNII (Unlicensed National Information Infrastructure), AP
channel ID, 659
hard drives, partitioning, 948-950
uninstalling apps, 442
Launcher, 940
Unity (Ubuntu GUI), 940-941
LILO, 952
UNIX root users, 936
Nautilus, 940

INDEX
unknown status state (disk management), 298
Panel, 940
unlocking
Software Updater tool, 942
AD accounts, 986
Ubuntu Software Center, 942
mobile devices, 435
Unity GUI, 940-941
unmanaged switches, 626
user forums, 951
unmounting eSATA drives, 270
website, 939, 951
unplugging USB devices, 46
UDP (User Datagram Protocol), 695
unreadable status state (disk management), 298
UDSL (Uni-DSL), 585
untrusted/trusted sources, logical security, 970
UEFI (Unified Extensible Firmware Interface), 116-118
unused ports, disabling, 962, 969
ACPI settings, 192-193
Up Time field (Task Manager Performance tab), 232
AMI BIOS/UEFI chips, audio beeps (POST codes),
546 up to date (technician skills), staying, 762
updatedb command (Linux), 951
1240 updates

updates troubleshooting, 844-845

baseband updates, smartphones, 437 Virtual XP Mode, 836
BIOS, 126 Windows Upgrade Advisor, 835
boot orders, Windows installations, 843 UPnP (Universal Plug and Play), 677, 1010
firmware, 124-125 upstream transmissions, cable modems, 584
group policies, 790-791 UPS (Uninterruptible Power Supplies), 1054-1059
hotfixes, 846 upward compatibility, 731
Linux, 942-943 urethane swabs, cleaning keyboards, 178
macOS system updates, 924 USB (Universal Serial Buses)
managing, 997-998 cable modems and, 582
mobile devices, 500 cables, 43, 46
networks, troubleshooting, 897 configuring devices, 120
notifications, customizing, 848 connectors, 44, 48
OS, troubleshooting, 730 drives, troubleshooting, 297
patches, 846 expansions cards, 134-135
preventive maintenance, 180 flash drives, 235-236
PRI updates, 437 hubs, 46, 136
PRL updates, 437 installing devices, 134-135
radio firmware, 437 local printer connections, 388
service packs, 846 locks, 963
software micro-USB ports, 443
end-of-life concerns, 730 mini-USB ports, 443
Software Updater tool (Linux), 942 mobile USB ports, 443
UEFI, 126 ports
updatedb command (Linux), 944 Alternate mode, 44
web browsers, 608 charging USB ports, 46
Windows, 840, 843 configuring, 120
Automatic Update, 846-848 defined, 42, 59
BSOD errors, 886 devices supported, 42
roll back Windows updates, 847 extra USB ports, installing, 48
Windows Update, 846-848 installing, 134-135
upgrades micro-USB ports, 45
BIOS, 124-125 mini-USB ports, 45
computer subsystems, 535 printers, troubleshooting, 405
hard drives, 235, 485 scanners, 337
in-place upgrades, Windows, 833-834, 845-846 sleep-and-charge USB ports, 46
memory, 218, 228, 235, 481-482 smart card readers, 349
mobile devices, 500 speeds, 42
motherboards, 102-103 troubleshooting, 136-137
power supplies, 193-194 USB 2.0 ports, 42
printers, 380, 404 USB 3.0 ports, 42
processors, 90 USB 3.2 ports, 50
UEFI, 124-125 USB-C ports, 49
Windows USB-PD ports, 43
compatibility mode, 836 printers, 360, 386-388, 405
in-place upgrades, 833-834, 845-846 removing devices, 46
Microsoft Upgrade Advisor, 840 speakers, 331
overview of, 841-842 troubleshooting, 136-137, 297
paths, 834 USB A-to-USB B converters, 47
phases of, 841 USB-C cables, 42
 VGA (Video Graphics Arrays) 1241

USB-C ports, 443 security, 981-983

USB-to-Bluetooth dongles, 446 standard, 981
USB-to-Ethernet converters, 47 Users & Groups setting (macOS, System Preferences), 929
USB-to-HDMI adapters, 491 Users tab (Task Manager), 894
USB-to-RJ-45 dongles, 444 USMT (User State Migration Tool), 835
USB-to-serial converters, 575 USS (Universal Security Slots), laptop security, 499
USB-to-WiFi dongles, 448 UTM (Unified Threat Management) systems, 1016
wired USB connectivity, synchronization, 457 UTP (Unshielded Twisted-Pair) cables, 54-55, 627-630,
user environment variables (Windows scripting), 805 634
user interfaces
macOS GUI, 919-921 V
Ubuntu, Unity, 940-941 vacuum bags, cleaning printers, 178
usernames, changing, 676 vacuum cleaners, 178-179
users vacuums (safety equipment), 1044
accounts vapor cooling, 86
administrator accounts, 871 variables (Windows scripting), 812
Credential Manager, 867-870 alphanumeric characters, 810
credentials, 866-870 data types, 810
Device Manager, 873 declaring, 809
Local Users and Groups tool, 870-871 defined, 808
Power Users groups, 871 editing, 809
recovery options, 871 environment variables, 805-807
standard user accounts, 871 examples of, 810-811
UAC, 832, 872 floating-point numbers, 810
Administrators, 981-982 initializing, 810
authentication integers, 810
logical security, 968 naming, 809
physical security, 961 path variables, 805
BIOS/UEFI security, 970 strings, 810
educating about security viewing, 799, 809
AUP, 973 .vbs files, 804
domains, 980 VBScript, 804, 820
licensing software/apps, 973 vCards, 457
regulated data, 974-975 VDSL (Very High Speed DSL), 585
threats to security, 972, 975-980 vendor-specific logs (Event Viewer), 865
workgroups, 980 vendor-specific OS (Operating Systems), 423
forums (Linux), 951 ventilation, 190, 1059

INDEX
groups, 980-984 verifying
guest, 981-982 full system functionality (troubleshooting), 554
ID, security, 972 hardware with Device Manager, 148
managing, 981-983. See also AD paths, 801
OS interaction, 724 Windows installations, 843
power users, 982 Windows versions, 757
privacy, 974-975 versions of Windows, 757, 908
privileges vertical lines (printing issues), troubleshooting, 409
commands, 803 VESA (Video Electronics Standards Association), 38
principle of least privilege, 991 VGA (Video Graphics Arrays)
profiles, defined, 758 cables, 37
remote desktop users, 982 DVI-to-VGA adapters, 41
restrict user permissions, 988 ports, 36-39, 58
1242 VGA mode, troubleshooting

VGA mode, troubleshooting, 145 video games/game pads, 428-429

vi command (macOS), 935 video graphics arrays. See VGA
video viewing
adapters, 140-143, 541 computers through networks, 981
add-on video cards, 140 directory files, 778
AGP adapters, power consumption, 195 drivers, 789
analog signals, 35 environment variables, 807
Apple Digital AV adapters, 444 file/directory attributes, 779
backups, Android devices, 460 flash internal memory, 424
BIOS settings, 120 group policies, 790, 1110
camcorders, 344 Linux processes, 947
cameras/webcams, 19 print histories in macOS environments, 394
cards, 195 script property sheets, 802
conference calls, 580 services, 789
connectors, 37 subnet masks, 1085
digital cameras, 342-344 system configuration information, 800
digital signals, 35 TCP/IP statistics, 793
displays, computer design, 541-542 text files, 792, 802
Enable Low-Resolution Video (640-480), Advanced Ubuntu processes, 947
Boot Options menu, 888 variables, 799, 809
game controllers, 347 virtual machine monitors. See hypervisors
GPU, 82, 140 Virtual XP Mode (Windows 7), 836
HDMI connectors, 444 virtualization, 82-83. See also connectivity
joysticks, 347 applications, cloud computing, 594
KVM switches, 19, 339 assistants (mobile device OS), 441
laptop video cards, replacing, 491 BIOS, 590
LCD, 145-147 checkpoints, 590
memory, 141-142 desktops, 594
MMS, 451 emulators, 591
motion sensors, 348 host machines, 590
multiple displays, 339 Hyper-V client requirements, 592
onboard video cards, 140 hypervisors, 590-591
performance, 148 memory
plasma displays, 147 configuring, 288
ports, 35, 41, 58 hard drives, 288
DisplayPort, 38, 467 pages, 229
DVI ports, 36-37 paging files, 229
HDCP ports, 40 size, 229
HDMI ports, 38-39, 58 troubleshooting, 901-902
mini DisplayPort, 467 VMM, 288-289
S-Video ports, 36 Windows, 229-230
VGA ports, 36-37 NIC, 594, 672-673
projectors, 19, 340-342 OS, 591-592
quality, 140 printing, 377-378
subsystem, 140 security, 592-593
troubleshooting, 144-148, 322 snapshots, 590
video cards, 140 support for, 121
webcams, 344, 493, 498 UEFI, 590
video/audio editing workstations, 530, 538 Virtualization Detection Tool, 592
video controllers, 19 virtual machines, 590
 web browsers 1243

Virtual PC requirements, 591-592 dynamic disk partitions, 838

viruses, 593 extended partitions, 838
VM, 234, 590-591 GPT, 838
workstations, 532, 538 logical partitions, 838
viruses, 975-977 primary partitions, 838
antivirus software, 840, 978 RAW volume (Windows Disk Management), 281
Disable Execute Bit, 121 simple volumes (Windows Disk Management), 281
firewalls and, 1009 spanned volume (Windows Disk Management), 281
logical security, 968 striped volume (Windows Disk Management), 281
mobile devices, 499 swap partitions, 838
reinitializing, 843 system volumes (Windows Disk Management), 281
rogue antivirus applications, 1003 Windows installations, planning dive space, 837
security policies, 960 VPN (Virtual Private Networks)
BIOS settings, 120 configuring, 1014-1015
Disable Execute Bit, 121 logical security, 969
incident reports, 1026 mobile devices, 452
virtualization, 593 tunnel matching, 1014
VLAN (Virtual Local Area Networks), 649 VR (Virtual Reality) headsets, 18, 428
VM (Virtual Machines), 234, 590-591 vulnerability scanners, 980
VMM (Virtual Memory Manager), 288-289 VXD (Virtual Device Driver) extension, 747
voice
headsets, 19 W
microphones, 19 Wake on LAN feature, 192-193, 672
virtual assistants (mobile device OS), 441 Wake on Ring feature, 192
voice-enabled smart speakers, 683 waking sleeping mobile devices, 435
voice recognition devices (biometrics), 967 wall jacks, 634
voice-grade cables. See Cat 3 UTP cables wallets (mobile), 441
VoIP (Voice over Internet Protocol), 329, 579-581, 695 wallpaper, Windows desktop, 736
volt-ampere, 184 WAN (Wide Area Networks), 589, 620
voltage WAPD (Web Proxy AutoDiscovery) protocol, 1009
115 V vs 220 V input voltage, 184 warm boots, 117, 551
checking, 198 watches (smart), 426
clamping, surge protectors, 1052 waterproofing mobile devices, 428
DC, distributing via power supplies, 189 wattage, 182-184, 193-194
defined, 181 WAV files, 344
dual-voltage, 184, 188, 217 wbadmin command, 802
meter rules, 181 WDS (Windows Deployment Services), corporate
INDEX
monitors, 182 Windows deployments, 842
multimeters, 639 WEA (Wireless Emergency Alerts), 441
polarity, 181 wear leveling, 257
power supplies, 182, 198 wearable devices, 420, 426-427
readings, 181 web browsers
UL 1449 VPR, 1052 browsing history, 599
volume browsing tabs, 599
muting, 329 encryption, 608
Sound setting (macOS, System Preferences), 928 hijacked browsers, 608-610
troubleshooting, 333 Internet Explorer 11, 597-608
volumes (drive partitions), 276 performance, 610
basic disk partitions, 838 pop-ups, 609
boot volume (Windows Disk Management), 281
1244 web browsers

redirecting web browsers, 608 Bluetooth, installing, 446

rootkits, 608 boot process
slow browsers, 610 Advanced Boot Options menu, 887-889
troubleshooting, 608-610 optimizing performance, 881-882
updating, 608 overview of, 880-881
web credentials, 867 reboots, 898
web servers, 693 troubleshooting, 882-896
webcams, 19, 344. See also smart cameras bootups
laptop displays, 493, 498 multiboots, 833
unauthorized activation, 502 Safe mode, 844
websites CF cards, 426
battery recycling programs, 124 charms, 832
Crucial, 224 checkboxes, 744
DSL Reports, 585 command prompt
Kingston Technology, 224 accessing, 770-771
Linux administrative privileges, 771
distro websites, 939 attrib command, 779, 782
user forums, 951 bcdedit command, 782-783
weight bootrec command, 783-784
limitations (personal safety), 1044 cd command, 774, 784
paper, 375 chkdsk command, 784
WEP (Wired Equivalent Privacy), 670, 946, 1019-1020 chkntfs command, 785
while loops (Windows scripting), 818-819 cipher command, 785
whitelists/blacklists, 676, 1009 closing, 771
WiBro (wireless broadband), 589 cls command, 786
WiFi [command name] /? command, 782
analyzers, 464, 663 command command, 786
antennas, laptop displays, 493 common commands list, 781
calling (mobile device OS), 441 copy command, 778-779, 786
laptop cards, replacing, 487 defrag command, 786
USB-to-WiFi dongles, 448 del command, 778, 787
wildcards, 778 dir command, 774-776, 787
WiMAX (Worldwide Interoperability for Microwave directories, 771-773, 777-779
Access), 588-589, 706 disable command, 787
Windows diskpart command, 788
AD, 732, 983-988 dism command, 788
adapters, installing, 132-133 dxdiag command, 788
Aero, 832 enable command, 789
API, 329 exit command, 789
apps expand command, 789
disabling, 891 explorer command, 789
installing, 857-860 finding help, 781
launching, 858 format command, 790
managing, 878 gpresult command, 790
Microsoft Store, 442 gpupdate command, 790-791
audio devices, troubleshooting, 854 help command, 791
backups, 761 ipconfig command, 791
backing up before Windows OS installations, 840 md command, 777, 792
backup utility, 999 mmc command, 792
OneDrive, 462 more command, 792
 Windows 1245

msconfig command, 793 Control Panel

msinfo32 command, 793 categories, 755-757
mstsc command, 793 configuring Windows, 850
navigating, 774-776 Network and Sharing Center, 698-701
nbtstat command, 793 utilities, 754
net command, 794 corporate deployments, 842-843
net use command, 794 Credential Manager, 866-870
net user command, 794-795 Data Sources (ODBC), 878-879
netdom command, 795 date/time settings, 841
netstat command, 795-796 defined, 743
notepad command, 796 desktop, 733-737
nslookup command, 796 device drivers, 851-856
operation requires elevation messages, 803 Device Manager, 780, 852-854, 873
overview of, 771 Devices and Printers Control Panel, 852
ping command, 796-797 dialog boxes, 743-745
rd command, 777, 797 DirectX Diagnostic tool, 322
regedit command, 797 disk caching, 229-230
regsvr32 command, 797 Disk Cleanup tool, 291-292, 877
ren command, 798 disk management, 280-281, 838
robocopy command, 778, 798 displays, 855
root directories, 771-773 domains, 841
running Device Manager, 780 adding computers to, 665
running System Restore, 887 corporate OS, 732
Safe Mode with Command Prompt, 888 domain controllers, 665
services.mmc command, 798 security, 980
set command, 799 drive partitions (volumes), 837-838
sfc command, 799 Error Checking tool, 877
shutdown command, 800 Event Viewer, 863-866
subdirectories, 772 File Explorer, 772
syntax, 771 files
systeminfo command, 800 attributes, 752
taskkill command, 800 atttributes, 752
tasklist command, 801 compressing, 752
telnet command, 801 copying, 752-754
tracert command, 801 deleting, 737
type command, 778, 802 encryption, 753
wbadmin command, 802 extensions, 746-748

INDEX
wscript command, 802 filenames, 745-746
xcopy command, 778, 802 indexing, 751
compatibility mode, 836 libraries, 746
Component Services, 862 moving, 752-754
Computer Management Console, 861-862 paths, 748-749
configuring removable media files, deleting, 737
device drivers, 851 saving, 748
overview of, 850 searches, 751
System Configuration utility (msconfig command), structure, 772
889-892 file systems, 279, 838-839
context menus, 745 folders
attributes, 752
compressing, 752
1246 Windows

copying, 752-754 Metro UI, 832

default folders, 748 MMC, 861
encryption, 753 multi-monitor taskbars, 832
indexing, 751 multiboots, 833
moving, 752-754 networks, 621, 625, 897
naming, 745-746 OEM and Windows OS transfers, 835
searches, 751 OneDrive, 462, 832
subfolders, 746 OS, 727-730
hard drives overview of, 832
Disk Management tool, 838 partitions, 833, 837-838
formatting, 838 paths, 748-749
planning drive space, 837 performance
recovery partitions, 833 Performance Monitor, 903
hardware Performance utility, 231-233
drivers, 839 troubleshooting, 900-904
installation requirements, 839 power options, 899
HomeGroups, 704-706, 841 PowerShell, 780
imaging, 788 preinstalling, 832-841. See also Windows, installing
installing. See also Windows, preinstalling printers, 388
backups before Windows OS installations, 840 default printers, 389-390
clean installations, 833-834 installing printers, 389
device drivers, 853 networking printers, 395
devices, 852-857 print drivers, 390-391
disabling interfering software, 841 Print Management console, 879-880
image deployments, 833 printer properties, 390
no OS found errors, 845 print spoolers, 392-393
overview of, 841-842 sharing printers, 395
phases of, 841 troubleshooting, 405-406
planning drive space, 837 profiles, troubleshooting, 896-897
refresh option, 833 Programs and Features Control Panel, 859-860
remote network installations, 833 ReadyBoost, 882
repair installations, 833, 845-846 reboots, 898
restore option, 833 recovering OS
security scans before Windows OS installations, recovery discs, 760
840 reloadOS, 760
setup log files, 845 Safe Mode, 761
troubleshooting installations, 843-845 system images, 760-761
unattended installations, 833 WinRE, 761, 832, 884-886
verifying installations, 843 recovery discs, 760
Windows installations with older OS, 881 recovery partitions, 833
language settings, 841 region settings, 841
libraries, 746, 993 registry, 132
Local Users and Groups tool, 870-871 accessing registry editor, 797
logons, 733 backups, 759, 848
maintenance, 906 defined, 758
MBSA, 1004 editing, 759-760
Media Center, 732 registering dll files, 797
memory subtrees, 758-759
monitoring usage, 231-233 reloading, 760, 845-846
Memory Diagnostics tool, 234 remote networking, 905
 Windows 1247

Resource Monitor, troubleshooting performance, ipconfig command, 791

903-904 languages, 804, 807-809
restoring OS listsvc command, 789
recovery discs, 760 logical operators, 817
reloadOS, 760 loops, 813, 817-820
Safe Mode, 761 machine code, 808
system images, 760-761 md command, 792
System Restore, 886-887 mmc command, 792
WinRE, 761, 832, 884-886 more command, 792
scripting msconfig command, 793
advantages of, 804 msinfo command, 793
attrib command, 782 mstsc command, 793
automating tasks, 803 nbtstat command, 793
batch files, 804 net command, 794
bcdedit command, 782-783 net use command, 794
bootrec command, 783-784 net user command, 794-795
cd command, 784 netdom command, 795
chkdsk command, 784 netstat command, 795-796
chkntfs command, 785 notepad command, 796
cipher command, 785 nslookup command, 796
cls command, 786 output, 808
[command name] /? command, 782 overview of, 770-771
command command, 786 path variables, 805
command prompt, 770-802 ping command, 796-797
comments, 812 PowerShell, 804, 820-821
common commands list, 781 processing scripts, 808
compiled programs, 803 Python, 804
compound conditions, 817 rd command, 797
constructs, 813 regedit command, 797
copy command, 786 regsvr32 command, 797
decision structures, 813-817 ren command, 798
defined, 780, 803 repetition, 808
defrag command, 786 robocopy command, 798
del command, 787 selections, 808
dir command, 787 sequences, 808
disable command, 787 services.mmc command, 798
diskpart command, 788 set command, 799

INDEX
dism command, 788 sfc command, 799
dxdiag command, 788 shell scripts, 804
enable command, 789 shutdown command, 800
exit command, 789 strings, 810
expand command, 789 syntax, 770
explorer command, 789 systeminfo command, 800
file types, 804 taskkill command, 800
format command, 790 tasklist command, 801
gpresult command, 790 telnet command, 801
gpupdate command, 790-791 text files, 803-805
help command, 791 tracert command, 801
input, 808 type command, 802
interpreted programs, 803 variables, 805-812
1248 Windows

VBScript, 804, 820 user account management

wbadmin command, 802 adding credentials to Windows, 868
wscript command, 802 administrator accounts, 871
xcopy command, 802 Credential Manager, 867-870
security, Windows installations, 840 credentials, 866
service packs, 758 Device Manager, 873
services editing, 870
managing, 878 Local Users and Groups tool, 870-871
troubleshooting, 895 Power Users groups, 871
Shadow Copy technology, 887 recovery options, 871
Shared Folders, 866 removing credentials from Windows, 869
shares, 866 standard user accounts, 871
Sharing tab, 702-703 UAC, 832, 872
shutdowns, troubleshooting, 898-899 versions, determining, 757
side-by-side apps, 832 virtual memory, 229-230
software VM, 234
installing, 857-860 VMM, 288-289
synchronizing, 859 Windows Store, 832
storage, 874-877, 908 WinRE, 761, 776, 832, 884-886
System Configuration utility (msconfig command), workgroups, 841
889-892 WRP, 845
system images, 760-761 Windows 7
System Information, opening, 1122 Aero, 832
System Restore, 886-887 Backup and Restore utility, 849
Task Manager, 892-894, 901-903 burning discs, 317
Task Scheduler, 862 Check now tool, 290
textboxes, 744 Compatibility mode, 233
time/date settings, 841 Control Panel, 754-757
troubleshooting Credential Manager, 867
blue screens, 864 desktop, 737-740
BSOD errors, 886 hardware, installation requirements, 839
device installations, 855-857 HomeGroups, 704
installations, 843-845 NVMe, 260
updates, 886 older software, running, 233
upgrades, 844-845 OS, versions of, 728-729
Windows Troubleshooting Wizard, 857 sound
UAC, 832 sound cards, 328-329
updates, 840, 843 troubleshooting, 333
Automatic Update, 846-848 Sync Center, 859
BSOD errors, 886 Task Manager, Performance tab, 231-232
roll back Windows updates, 847 Virtual XP Mode, 836
Windows Update, 846-848 Windows Explorer, 748-751
upgrades Windows Update, 847
in-place upgrades, 833-834, 845-846 Windows 8
Microsoft Upgrade Advisor, 840 burning discs, 317
overview of, 841-842 charms, 734-735, 832
paths, 834 Compatibility mode, 233
phases of, 841 Control Panel, 754
troubleshooting, 844-845 Credential Manager, 867
Windows Upgrade Advisor, 835 desktop, 740-741
 wireless connectivity 1249

File Explorer, 748-751 Windows Defender, 1004

File History, 849 Windows Desktop, 734-737
hardware, installation requirements, 839 Windows Device Manager, smart card readers, 349
Metro UI, 832 Windows Disk Management, 273, 280-281, 838
multi-monitor taskbars, 832 Windows Explorer. See also File Explorer
older software, running, 233 files
OS, versions of, 728-729 display options, 997
Performance tab (Task Manager), 232-233 indexing, 751
Refresh Your PC tool, 882 searches, 751
Reset This PC tool, 882 paths, 748-749
sound starting, 789
sound cards, 328-329 view options, 749-750
troubleshooting, 333 Windows Firewall, 1010-1013
Task Manager, 232-233 Windows Memory Diagnostics, 885
touchscreens, calibrating, 498 Windows Mobile OS, 423, 730
Windows Update, 847 Windows Phone OS, 423
Windows 8.1 Windows RT OS, 423
charms, 734-735, 832 Windows Storage Spaces, 286
Credential Manager, 867 Windows Store, 832
desktop, 740-741 Windows Troubleshooting Wizard, 857
File Explorer, 748-751 Windows Update, 846-848
hardware, installation requirements, 839 Windows Upgrade Advisor, 835
Metro UI, 832 Windows Vista, HomeGroup access, 704
multi-monitor taskbars, 832 Windows XP, HomeGroup access, 704
Refresh Your PC tool, 882 WinRE (Windows Recovery Environment), 296, 761, 832,
Reset This PC tool, 882 884-886
Windows 10 wiping hard drives, 1001
burning discs, 317 wire strippers, 631, 638
Compatibility mode, 233 wired connectivity (mobile devices), 443-444
Credential Manager, 867 wired networks
desktop, 742-743 connectivity, synchronizing, 457
Device Manager, 852-854 Ethernet networks, projectors, 341
File Explorer, 745, 748-751 local printer connections, 388
file extensions, 747-748 wireless antennas, laptops, 488
File History, 849 wireless AP, 1017, 1023-1024
hardware, installation requirements, 839 wireless bridges, 652
Metro UI, 832 wireless cards, 469

INDEX
multi-monitor taskbars, 832 wireless connectivity
older software, running, 233 broadband connectivity, 588
OS, versions of, 728-729 mobile devices
Performance tab (Task Manager), 232-233 Airplane Mode, 448
Reset This PC tool, 882 Bluetooth, 444-448
services, 895 cellular networks, 448, 451
sound GPS, 448
sound cards, 328-329 hotspot/tethering, 449
troubleshooting, 333 IEEE 802.11 wireless standards, 447-448
Task Manager, 232-233 IR, 451
touchscreens, calibrating, 498 NFC, 450
Windows Update, 848 RFID tags, 449
Windows 10 Mobile OS, 423 security, 499
1250 wireless connectivity

synchronization, 457 smart devices, 677

troubleshooting, 513-514 digital assistants, 683
VPN, 452 door locks, 683
wireless extenders (repeaters), 656 light switches, 681
wireless headsets, 428-429 security cameras, 682
wireless input devices, 59-60 thermostats, 680-681
wireless LANs. See WLAN voice-enabled smart speakers, 683
wireless locators. See WiFi, analyzers Z-wave, 678-680
wireless networks Zigbee, 678-679
2.4 GHz radio frequency, 650 standards, 651
5 GHz radio frequency, 650 troubleshooting, 1025
ad hoc mode, 654 WiFi analyzers (wireless locators), 663
antennas, 660-664 wireless NIC, 652-653
AP, 652-654, 658, 1150 WWAN, cellular configurations, 677
blacklists/whitelists, 676 wireless NIC, 652-653
changing usernames/passwords, 676 encryption, 670
channel ID, 657-659, 676 installing, 671
configuring, 675 properties of, 671
data speed ranges, 664 speeds, 1140
DHCP, 676 SSID, 670
DMZ, 676 WEP, 1019
DNAT, 677 wireless printers, 397-398
firmware, 676 wireless speakers, 428-429
NAT, 677 wireless WAN connectivity, laptops, 589
omnidirectional antennas, 661 wiring racks, 637
PoE injectors, 657 wizards
PoE switches, 657 Program Compatibility Wizard, 836
port forwarding, 677 Windows Troubleshooting Wizard, 857
port triggers, 677 WLAN (Wireless LAN), 620, 1017, 1150
QoS, 676 WMN (Wireless Mesh Networks), 620
repeaters, 656 work ethics (technicians), 410
SSID, 677 work networks, 625
SSIDs, 655 workgroups, 621-622, 841
UPnP, 677 corporate OS, 732
Bluetooth, 651-652 passwords, 623
bridges, 652, 1095 resource management, 624
components of, 652 security, 980-982
data transfer speeds, 664 workplace safety procedures, 1040-1045
defined, 650 workstations, OS, 729
designing, 654-659, 676 worms, 976
desktops, 651 WPA (WiFi Protected Access), 670, 1020
infrastructure mode, 654 WPA2 (WiFi Protected Access 2), 670, 1020
line-of-sight wireless connections, 706 WPA2 with AES, 671
local printer connections, 388 WPS (Microsoft Works Word Processor) file extension,
low RF signals, 664 747
NIC, 670-671 WPS (Wi-Fi Protected Setup), 1021-1022
projectors, 341 WRI (Microsoft WordPad) extension, 747
routers, 652-654, 675-676 wrist straps (ESD), 162-163
security, 1017-1025 write amplification, 257
site surveys, 662 write NTFS permission, 995
 ZTI (Zero-Touch Installations) 1251

write-black laser printers, 369 Y

write-white laser printers, 369
writable media (optical), 315-317 Y connectors, 187
written communication skills, 201-202 Yagi antennas, wireless networks, 663
wrong color (printer issues), printing in, 408 Yahoo, mobile device email configuration, 454
WRP (Windows Resource Protection), 845 YB (Yottabyte), 24
wscript command, 802
WWAN (wireless WAN), 620, 677
Z
Z-Wave, 678-680
X ZB (Zetabytes), 24
xcopy command, 778, 802 zero day attacks, 980
xD (Extreme Digital) memory cards, 424 ZFS file system (Linux), 942
xDSL modems, 584 ZIF (Zero Insertion Force) sockets, 85
XLS/XLSX (Microsoft Excel) extension, 747 Zigbee, 678-679
XMP (Extreme Memory Profile), 217 zinc-air batteries, 473
XPS files, print to XPS option (virtual printing), 378 ZIP compressed file extension, 747
zombie attacks, 976, 980
ZTI (Zero-Touch Installations), 833

INDEX