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A+ Fourth Edition Save 10% on Exam Vouchers CompTIA ® Coupon Inside! ® COMPLETE REVIEW GUIDE EXAM CORE 1 220-1001 AND EXAM CORE 2 220-1002 Includes interactive online learning environment and study tools: 4 custom practice exams 150 electronic flashcards Searchable key term glossary TROY M MILLAN  ® CompTIA A+ Complete Review Guide ® Fourth Edition  ® CompTIA A+ Complete Review Guide ® Exam 220-1001 and Exam 220-1002 Fourth Edition Troy McMillan Senior Acquisitions Editor: Kenyon Brown Development Editor: Jim Compton Technical Editor: Robin Abernathy Senior Production Editor: Christine O’Connor Copy Editor: Kim Wimpsett Content Enablement and Operations Manager: Pete Gaughan Production Manager: Kathleen Wisor Executive Editor: Jim Minatel Book Designers: Judy Fung and Bill Gibson Proofreader: Nancy Carrasco Indexer: Ted Laux Project Coordinator, Cover: Brent Savage Cover Designer: Wiley Cover Image: Getty Images Inc. / Jeremy Woodhouse Copyright © 2019 by John Wiley & Sons, Inc., Indianapolis, Indiana Published simultaneously in Canada ISBN: 978-1-119-51695-8 ISBN: 978-1-119-51686-6 (ebk.) 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If this book refers to media such as a CD or DVD that is not included in the version you purchased, you may download this material at http://booksupport.wiley.com. For more information about Wiley prod- ucts, visit www.wiley.com. Library of Congress Control Number: 2019936188 TRADEMARKS: Wiley, the Wiley logo, and the Sybex logo are trademarks or registered trademarks of John Wiley & Sons, Inc. and/or its affiliates, in the United States and other countries, and may not be used without written permission. CompTIA and A+ are registered trademarks of CompTIA, Inc. All other trademarks are the property of their respective owners. John Wiley & Sons, Inc. is not associated with any product or vendor mentioned in this book. 10 9 8 7 6 5 4 3 2 1 This book is dedicated to my sweet wife, Heike, who shepherded our family through the horrors of Hurricane Irma. Acknowledgments I would like to thank Jim Compton for helping to keep me on track, Ken Brown for ­continuing to publish my work, and Robin Abernathy for her work in making sure I’m technically correct. About the Author Troy McMillan   writes practice tests, study guides, and online course materials for Kaplan IT Cert Prep, while also running his own consulting and training business. He holds more than 30 industry certifications and also appears in training videos for Oncourse Learning and Pearson Press. Troy can be reached at [email protected]. Contents at a Glance Introduction xxxi Part I CompTIA A+ Core 1 Exam 220-1001 1 Chapter 1 Mobile Devices 3 Chapter 2 Networking 57 Chapter 3 Hardware 111 Chapter 4 Virtualization and Cloud Computing 235 Chapter 5 Hardware and Network Troubleshooting 249 Part II CompTIA A+ Core 2 Exam 220-1002 309 Chapter 6 Operating Systems 311 Chapter 7 Security 463 Chapter 8 Software Troubleshooting 541 Chapter 9 Operational Procedures 577 Appendix Answers to Review Questions 631 Index 651 Contents Introduction xxxi Part I CompTIA A+ Core 1 Exam 220-1001 1 Chapter 1 Mobile Devices 3 1.1 Given a scenario, install and configure laptop hardware and components. 8 Hardware/device replacement 8 Exam essential 15 1.2 Given a scenario, install components within the display of a laptop. 15 Types 16 WiFi antenna connector/placement 17 Webcam 18 Microphone 18 Inverter 18 Digitizer/touchscreen 18 Exam essentials 19 1.3 Given a scenario, use appropriate laptop features. 19 Special function keys 19 Docking station 24 Port replicator 25 Physical laptop lock and cable lock 25 Rotating/removable screens 26 Exam essentials 26 1.4 Compare and contrast characteristics of various types of other mobile devices. 26 Tablets 27 Smartphones 27 Wearable technology devices 27 E-readers 30 GPS 31 Exam essentials 31 1.5 Given a scenario, connect, and configure accessories and ports of other mobile devices. 31 Connection types 31 Accessories 36 Exam essentials 39 1.6 Given a scenario, configure basic mobile device network connectivity and application support. 39 Wireless/cellular data network (enable/disable) 39 Bluetooth 40 xvi Contents Corporate and ISP email configuration 42 Integrated commercial provider email configuration 45 PRI updates/PRL updates/baseband updates 47 Radio firmware 48 IMEI vs. IMSI 49 VPN 49 Exam essentials 49 1.7 Given a scenario, use methods to perform mobile device synchronization. 50 Synchronization methods 50 Types of data to synchronize 51 Mutual authentication for multiple services (SSO) 53 Software requirements to install the application on the PC 53 Connection types to enable synchronization 53 Exam essentials 53 Review Questions 54 Chapter 2 Networking 57 2.1 Compare and contrast TCP and UDP ports, protocols, and their purposes. 62 Ports and protocols 62 TCP vs. UDP 65 Exam essentials 65 2.2 Compare and contrast common networking hardware devices. 65 Routers 66 Switches 66 Access points 67 Cloud-based network controller 67 Firewall 67 Network interface card 67 Repeater 68 Hub 68 Cable/DSL modem 68 Bridge 69 Patch panel 69 Power over Ethernet (PoE) 70 Ethernet over Power 70 Exam essentials 71 2.3 Given a scenario, install and configure a basic wired/ wireless SOHO network. 71 Router/switch functionality 72 Access point settings 72 IP addressing 73  Contents xvii NIC configuration 73 End-user device configuration 74 IoT device configuration 75 Cable/DSL modem configuration 76 Firewall settings 77 QoS 79 Wireless settings 80 Exam essentials 81 2.4 Compare and contrast wireless networking protocols. 82 802.11a 82 802.11b 83 802.11g 83 802.11n 83 802.11ac 83 Frequencies: 2.4, 5.0 84 Channels (1–11) 84 Bluetooth 84 NFC 84 RFID 84 Zigbee 85 Z-Wave 85 3G 85 4G 85 LTE 85 5G 86 Exam essentials 86 2.5 Summarize the properties and purposes of services provided by networked hosts. 86 Server roles 86 Internet appliances 88 Legacy/embedded systems 90 Exam essentials 90 2.6 Explain common network configuration concepts. 90 IP addressing 90 DNS 93 DHCP 93 IPv4 vs. IPv6 94 Subnet mask 95 Gateway 96 VPN 96 VLAN 97 NAT 97 Exam essentials 98 xviii Contents 2.7 Compare and contrast Internet connection types, network types, and their features. 99 Internet connection types 99 Network types 101 Exam essentials 102 2.8 Given a scenario, use appropriate networking tools. 102 Crimper 103 Cable stripper 103 Multimeter 103 Tone generator and probe 103 Cable tester 104 Loopback plug 104 Punchdown tool 104 WiFi analyzer 104 Exam essentials 105 Review Questions 106 Chapter 3 Hardware 111 3.1 Explain basic cable types, features, and their purposes. 120 Network cables 120 Video cables 124 Multipurpose cables 127 Peripheral cables 130 Hard drive cables 131 Adapters 134 Exam essentials 136 3.2 Identify common connector types. 136 RJ-11 137 RJ-45 137 RS-232 138 BNC 138 RG-59 139 RG-6 139 USB 139 Micro-USB/Mini-USB 139 USB-C 139 DB-9 139 Lightning 139 SCSI 140 eSATA 140 Molex 140 Exam essentials 141 3.3 Given a scenario, install RAM types. 141 RAM types 142 Single channel/dual channel/triple channel 144  Contents xix Error correcting 145 Installation/RAM slots 145 Exam essentials 147 3.4 Given a scenario, select, install, and configure storage devices. 147 Optical drives 147 Solid-state drives 149 Magnetic hard drives 149 Hybrid drives 151 Flash 152 Configurations 155 Exam essentials 159 3.5 Given a scenario, install and configure motherboards, CPUs, and add-on cards. 159 Motherboard form factor 160 Motherboard connectors types 162 BIOS/UEFI settings 167 CMOS battery 171 CPU features 172 Compatibility 174 Cooling mechanism 178 Expansion cards 179 Exam essentials 182 3.6 Explain the purposes and uses of various peripheral types. 183 Printer 184 ADF/flatbed scanner 184 Barcode scanner/QR scanner 184 Monitors 184 VR headset 184 Optical 185 DVD drive 185 Mouse 185 Keyboard 185 Touchpad 185 Signature pad 186 Game controllers 186 Camera/webcam 187 Microphone 187 Speakers 187 Headset 187 Projector 187 External storage drives 188 KVM 188 Magnetic reader/chip reader 188 NFC/tap pay device 188 xx Contents Smart card reader 188 Exam essentials 189 3.7 Summarize power supply types and features. 189 Input 115V vs. 220V 189 Output 5.5V vs. 12V 190 24-pin motherboard adapter 190 Wattage rating 191 Number of devices/types of devices to be powered 191 Exam essentials 194 3.8 Given a scenario, select and configure appropriate components for a custom PC configuration to meet customer specifications or needs. 194 Graphic/CAD/CAM design workstation 194 Audio/video editing workstation 195 Virtualization workstation 196 Gaming PC 196 Standard thick client 198 Thin client 198 Network-attached storage device 199 Exam essentials 200 3.9 Given a scenario, install and configure common devices. 200 Desktop 200 Laptop/common mobile devices 201 Exam essentials 202 3.10 Given a scenario, configure SOHO multifunction devices/printers and settings. 202 Use appropriate drivers for a given operating system. 202 Device sharing 203 Public/shared devices 205 Exam essentials 208 3.11 Given a scenario, install and maintain various print technologies. 208 Laser 210 Inkjet 220 Thermal 223 Impact 224 Virtual 226 3D printers 227 Exam essentials 227 Review Questions 228 Chapter 4 Virtualization and Cloud Computing 235 4.1 Compare and contrast cloud computing concepts. 237 Common cloud models 237 Shared resources 238  Contents xxi Rapid elasticity 239 On-demand 239 Resource pooling 239 Measured service 239 Metered 240 Off-site email applications 240 Cloud file storage services 240 Virtual application streaming/cloud-based applications 240 Virtual desktop 241 Exam essentials 242 4.2 Given a scenario, set up and configure client-side virtualization. 242 Purpose of virtual machines 242 Resource requirements 243 Emulator requirements 243 Security requirements 243 Network requirements 244 Hypervisor 244 Exam essentials 245 Review Questions 246 Chapter 5 Hardware and Network Troubleshooting 249 5.1 Given a scenario, use the best practice methodology to resolve problems. 254 Always consider corporate policies, procedures, and impacts before implementing changes 254 1. Identify the problem. 255 2. Establish a theory of probable cause (question the obvious). 256 3. Test the theory to determine cause. 256 4. Establish a plan of action to resolve the problem and implement the solution. 257 5. Verify full system functionality and, if applicable, implement preventive measures. 257 6. Document findings, actions, and outcomes. 257 Exam Essentials 257 5.2 Given a scenario, troubleshoot problems related to ­motherboards, RAM, CPUs, and power. 258 Common symptoms 258 Exam Essentials 268 5.3 Given a scenario, troubleshoot hard drives and RAID arrays. 268 Common symptoms 269 Exam Essentials 272 xxii Contents 5.4 Given a scenario, troubleshoot video, projector, and display issues. 272 Common symptoms 273 Exam essentials 278 5.5 Given a scenario, troubleshoot common mobile device issues while adhering to the appropriate procedures. 278 Common symptoms 279 Disassembling processes for proper reassembly 288 Exam essentials 289 5.6 Given a scenario, troubleshoot printers. 289 Common symptoms 290 Exam Essentials 296 5.7 Given a scenario, troubleshoot common wired and wireless network problems. 297 Common symptoms 297 Exam essentials 304 Review Questions 305 Part II CompTIA A+ Core 2 Exam 220-1002 309 Chapter 6 Operating Systems 311 1.1 Compare and contrast common operating system types and their purposes. 321 32-bit vs. 64-bit 321 Workstation operating systems 322 Cell phone/tablet operating systems 323 Vendor-specific limitations 323 Compatibility concerns between operating systems 324 Exam essentials 324 1.2 Compare and contrast features of Microsoft Windows versions. 324 Windows 7 325 Windows 8 325 Windows 8.1 326 Windows 10 326 Corporate vs. personal needs 327 Desktop styles/user interface 328 Exam essentials 332 1.3 Summarize general OS installation considerations and upgrade methods. 332 Upgrade paths 332 Boot methods 339 Types of installations 340 Partitioning 344 File system types/formatting 346  Contents xxiii Load alternate third-party drivers when necessary 348 Workgroup vs. domain setup 349 Time/date/region/language settings 349 Driver installation, software, and Windows updates 349 Factory recovery partition 350 Properly formatted boot drive with the correct partitions/format 350 Prerequisites/hardware compatibility 350 Application compatibility 350 OS compatibility/upgrade path 350 Exam essentials 350 1.4 Given a scenario, use appropriate Microsoft command- line tools. 351 Navigation 352 ipconfig 354 ping 355 tracert 356 netstat 358 nslookup 359 shutdown 361 dism 361 sfc 361 chkdsk 362 diskpart 363 taskkill 363 gpupdate 364 gpresult 364 format 365 copy 366 xcopy 367 robocopy 368 net use 369 net user 370 [command name] /? 371 Commands available with standard privileges vs. administrative privileges 371 Exam essentials 372 1.5 Given a scenario, use Microsoft operating system features and tools. 372 Administrative 373 MSConfig 378 Task Manager 382 Disk Management 390 System utilities 398 Exam essentials 400 xxiv Contents 1.6 Given a scenario, use Microsoft Windows Control Panel utilities. 400 Internet Options 400 Display/Display Settings 406 User Accounts 408 Folder Options 408 System 411 Windows Firewall 414 Power Options 415 Credential Manager 416 Programs and features 417 HomeGroup 418 Devices and Printers 418 Sound 419 Troubleshooting 420 Network and Sharing Center 421 Device Manager 422 Bitlocker 423 Sync Center 424 Exam essentials 424 1.7 Summarize application installation and configuration concepts. 424 System requirements 425 OS requirements 425 Methods of installation and deployment 425 Local user permissions 425 Security considerations 426 Exam essentials 426 1.8 Given a scenario, configure Microsoft Windows networking on a client/desktop. 426 HomeGroup vs. Workgroup 427 Domain setup 427 Network shares/administrative shares/mapping drives 429 Printer sharing vs. network printer mapping 429 Establish networking connections 431 Proxy settings 432 Remote Desktop Connection 433 Remote Assistance 434 Home vs. Work vs. Public network settings 435 Firewall settings 436 Configuring an alternative IP address in Windows 437 Network card properties 439 Exam essentials 440  Contents xxv 1.9 Given a scenario, use features and tools of the MacOS and Linux client/desktop operating systems. 440 Best practices 441 Tools 445 Features 450 Basic Linux commands 454 Exam essentials 459 Review Questions 460 Chapter 7 Security 463 2.1 Summarize the importance of physical security measures. 470 Mantrap 470 Badge reader 471 Smart card 471 Security guard 472 Door lock 472 Biometric locks 472 Hardware tokens 473 Cable locks 473 Server locks 473 USB locks 473 Privacy screen 474 Key fobs 474 Entry control roster 474 Exam essentials 474 2.2 Explain logical security concepts. 474 Active Directory 475 Software tokens 476 MDM policies 476 Port security 476 MAC address filtering 477 Certificates 477 Antivirus/Anti-malware 478 Firewalls 478 User authentication/strong passwords 481 Multifactor authentication 482 Directory permissions 482 VPN 484 DLP 484 Access control lists 484 Smart card 484 Email filtering 484 Trusted/untrusted software sources 485 Principle of least privilege 485 Exam essentials 485 xxvi Contents 2.3 Compare and contrast wireless security protocols and authentication methods. 486 Protocols and encryption 486 Authentication 487 Exam essentials 489 2.4 Given a scenario, detect, remove, and prevent malware using appropriate tools and methods. 489 Malware 489 Tools and methods 496 Exam essentials 499 2.5 Compare and contrast social engineering, threats, and vulnerabilities. 500 Social engineering 500 DDoS 502 DoS 503 Zero-day 503 Man-in-the-middle 503 Brute force 503 Dictionary 503 Rainbow table 504 Spoofing 504 Non-compliant systems 504 Zombie/botnet 504 Exam essentials 504 2.6 Compare and contrast the differences of basic Microsoft ­Windows OS security settings. 505 User and groups 505 NTFS vs. share permissions 506 Shared files and folders 510 System files and folders 512 User authentication 512 Run as administrator vs. standard user 512 BitLocker/BitLocker To Go 513 EFS 513 Exam essentials 514 2.7 Given a scenario, implement security best practices to secure a workstation. 514 Password best practices 514 Account management 516 Disable autorun 519 Data encryption 519 Patch/update management 520 Exam essentials 520  Contents xxvii 2.8 Given a scenario, implement methods for securing mobile devices. 520 Screen locks 521 Remote wipes 522 Locator applications 522 Remote backup applications 522 Failed login attempts restrictions 523 Antivirus/Anti-malware 523 Patching/OS updates 523 Biometric authentication 523 Full device encryption 524 Multifactor authentication 524 Authenticator applications 524 Trusted sources vs. untrusted sources 524 Firewalls 525 Policies and procedures 526 Exam essentials 526 2.9 Given a scenario, implement appropriate data destruction and disposal methods. 527 Physical destruction 527 Recycling or repurposing best practices 529 Exam essentials 530 2.10 Given a scenario, configure security on SOHO wireless and wired networks. 530 Wireless specific 531 Change default usernames and passwords 532 Enable MAC filtering 533 Assign static IP addresses 533 Firewall settings 533 Port forwarding/mapping 534 Disabling ports 534 Content filtering/parental controls 534 Update Firmware 534 Physical security 535 Exam essentials 535 Review Questions 536 Chapter 8 Software Troubleshooting 541 3.1 Given a scenario, troubleshoot Microsoft Windows OS ­problems. 545 Common symptoms 546 Common solutions 551 Exam essentials 557 xxviii Contents 3.2 Given a scenario, troubleshoot and resolve PC security issues. 557 Common symptoms 558 Exam essentials 561 3.3 Given a scenario, use best practice procedures for malware removal. 562 1. Identify and research malware symptoms. 562 2. Quarantine the infected systems. 562 3. Disable System Restore (in Windows). 562 4. Remediate the infected systems. 562 5. Schedule scans and run updates. 563 6. Enable System Restore and create a restore point (in Windows). 563 7. Educate the end user. 563 Exam essentials 563 3.4 Given a scenario, troubleshoot mobile OS and application issues. 564 Common symptoms 564 Exam essentials 570 3.5 Given a scenario, troubleshoot mobile OS and application ­security issues. 571 Common symptoms 571 Exam essentials 573 Review Questions 574 Chapter 9 Operational Procedures 577 4.1 Compare and contrast best practices associated with types of documentation. 582 Network topology diagrams 582 Knowledge base/articles 583 Incident documentation 583 Regulatory and compliance policy 584 Acceptable use policy 584 Password policy 585 Inventory management 586 Exam essentials 587 4.2 Given a scenario, implement basic change management best ­practices. 587 Documented business processes 588 Purpose of the change 588 Scope the change 588 Risk analysis 589 Plan for change 589 End-user acceptance 589  Contents xxix Change board 589 Backout plan 589 Document changes 589 Exam essentials 590 4.3 Given a scenario, implement basic disaster prevention and recovery methods. 590 Backup and recovery 590 Backup testing 593 UPS 593 Surge protector 594 Cloud storage vs. local storage backups 595 Account recovery options 595 Exam essentials 596 4.4 Explain common safety procedures. 596 Equipment grounding 596 Proper component handling and storage 597 Toxic waste handling 599 Personal safety 601 Compliance with government regulations 603 Exam essentials 603 4.5 Explain environmental impacts and appropriate controls. 603 MSDS documentation for handling and disposal 604 Temperature, humidity level awareness, and proper ventilation 604 Power surges, brownouts, and blackouts 605 Protection from airborne particles 605 Dust and debris 606 Compliance to government regulations 607 Exam essentials 608 4.6 Explain the processes for addressing prohibited content/ activity, and privacy, licensing, and policy concepts. 608 Incident response 608 Licensing/DRM/EULA 610 Regulated data 611 Follow all policies and security best practices 612 Exam essentials 612 4.7 Given a scenario, use proper communication techniques and professionalism. 613 Use proper language and avoid jargon, acronyms, and slang, when applicable 613 Maintain a positive attitude/project confidence 614 Actively listen (taking notes) and avoid interrupting the customer 614 Be culturally sensitive 614 xxx Contents Be on time (if late, contact the customer) 615 Avoid distractions 615 Set and meet expectations/timeline and communicate ­status with the customer 617 Deal appropriately with customers’ confidential and ­private materials 618 Exam essentials 619 4.8 Identify the basics of scripting. 619 Script file types 619 Environment variables 620 Comment syntax 620 Basic script constructs 620 Basic data types 621 Exam essentials 621 4.9 Given a scenario, use remote access technologies. 622 RDP 622 Telnet 623 SSH 625 Third-party tools 625 Security considerations of each access method 626 Exam essentials 626 Review Questions 627 Appendix Answers to Review Questions 631 Chapter 1: Mobile Devices 632 Chapter 2: Networking 634 Chapter 3: Hardware 636 Chapter 4: Virtualization and Cloud Computing 640 Chapter 5: Hardware and Network Troubleshooting 641 Chapter 6: Operating Systems 642 Chapter 7: Security 645 Chapter 8: Software Troubleshooting 648 Chapter 9: Operational Procedures 649 Index 651 Introduction The A + certification program was developed by the Computing Technology Industry Association (CompTIA) to provide an industry-wide means of certifying the competency of computer service technicians. The A + certification is granted to those who have attained the level of knowledge and troubleshooting skills that are needed to provide capable sup- port in the field of personal computers. CompTIA is a widely respected industry leader in this area. CompTIA’s A + exam objectives are periodically updated to keep the certification appli- cable to the most recent hardware and software. This is necessary because a technician must be able to work on the latest equipment. The most recent revisions to the objectives— and to the whole program—were introduced in 2018 and are reflected in this book. This book and the Sybex CompTIA A + Complete Study Guide (both the Standard and Deluxe Editions) are tools to help you prepare for this certification—and for the new areas of focus of a modern computer technician’s job. What Is A + Certification? The A + certification program was created to offer a wide-ranging certification, in the sense that it’s intended to certify competence with personal computers from many different makers/ vendors. Everyone must take and pass two exams: 220-1001 and 220-1002. You don’t have to take the 220-1001 exam and the 220-1002 exam at the same time. The A + certification isn’t awarded until you’ve passed both tests. For the latest pricing on the exams and updates to the registration procedures, call Pearson VUE at (877) 551-7587. You can also go to Pearson VUE for additional information or to register online at www.pearsonvue.com/ comptia. If you have further questions about the scope of the exams or related CompTIA ­programs, refer to the CompTIA website at www.comptia.org. Who Should Buy This Book? If you want to acquire a solid foundation in personal-computer basics and your goal is to prepare for the exams by filling in any gaps in your knowledge, this book is for you. You’ll find clear explanations of the concepts you need to grasp and plenty of help to achieve the high level of professional competency you need to succeed in your chosen field. If you want to become certified as an A + holder, this book is definitely what you need. However, if you just want to attempt to pass the exam without really understanding the basics of personal computers, this guide isn’t for you. It’s written for people who want to acquire skills and knowledge of personal-computer basics. xxxii Introduction How to Use This Book We’ve included several learning tools in the book. These tools will help you retain vital exam content as well as prepare to sit for the actual exams. Exam Essentials Each chapter includes a number of exam essentials. These are the key top- ics that you should take from the chapter in terms of areas on which you should focus when preparing for the exam. Chapter Review Questions To test your knowledge as you progress through the book, there are review questions at the end of each chapter. As you finish each chapter, answer the review questions and then check your answers—the correct answers are in the appendix. You can go back to reread the section that deals with each question you got wrong to ensure that you answer correctly the next time you’re tested on the material. Interactive Online Learning Environment and Test Bank The interactive online learning environment that accompanies CompTIA A + Complete Review Guide: Exams 220-1001 and 220-1002, Fourth Edition, provides a test bank with study tools to help you prepare for the certification exam—and increase your chances of passing it the first time! The test bank includes the following: Sample Tests All the questions in this book are provided, including the review questions at the end of each chapter. In addition, there are four practice exams. Use these questions to test your knowledge of the study guide material. The online test bank runs on multiple devices. Flashcards One set of questions is provided in digital flashcard format (a question fol- lowed by a single correct answer). You can use the flashcards to reinforce your learning and provide last-minute test prep before the exam. Other Study Tools A glossary of key terms from this book and their definitions is avail- able as a fully searchable PDF. Tips for Taking the A + Exams Here are some general tips for taking your exams successfully: Bring two forms of ID with you. One must be a photo ID, such as a driver’s license. The other can be a major credit card or a passport. Both forms must include a signature. Arrive early at the exam center so you can relax and review your study materials, par- ticularly tables and lists of exam-related information.  Introduction xxxiii Read the questions carefully. Don’t be tempted to jump to an early conclusion. Make sure you know exactly what the question is asking. Don’t leave any unanswered questions. Unanswered questions are scored against you. There will be questions with multiple correct responses. When there is more than one correct answer, a message at the bottom of the screen will prompt you to either “Choose two” or “Choose all that apply.” Be sure to read the messages displayed to know how many correct answers you must choose. When answering multiple-choice questions you’re not sure about, use a process of elim- ination to get rid of the obviously incorrect answers first. Doing so will improve your odds if you need to make an educated guess. On form-based tests (nonadaptive), because the hard questions will eat up the most time, save them for last. You can move forward and backward through the exam. For the latest pricing on the exams and updates to the registration procedures, visit CompTIA’s website at www.comptia.org. CompTIA A + 1000 Series Exam Objectives CompTIA goes to great lengths to ensure that its certification programs accu- rately reflect the IT industry’s best practices. The company does this by establishing Cornerstone Committees for each of its exam programs. Each committee comprises a small group of IT professionals, training providers, and publishers that are responsible for establishing the exam’s baseline competency level and that determine the appropriate target audience level. Once these factors are determined, CompTIA shares this information with a group of hand-selected subject-matter experts (SMEs). These folks are the true brainpower behind the certification program. They review the committee’s findings, refine them, and shape them into the objectives you see before you. CompTIA calls this process a job task analysis (JTA). Finally, CompTIA conducts a survey to ensure that the objectives and weightings truly reflect the job requirements. Only then can the SMEs go to work writing the hun- dreds of questions needed for the exam. And, in many cases, they have to go back to the drawing board for further refinements before the exam is ready to go live in its final state. So, rest assured, the content you’re about to learn will serve you long after you take the exam. Exam objectives are subject to change at any time without prior notice and at CompTIA’s sole discretion. Please visit the certification page of CompTIA’s website at www.comptia.org for the most current listing of exam objectives. xxxiv Introduction CompTIA also publishes relative weightings for each of the exam’s objectives. The following tables list the objective domains and the extent to which they’re represented on each exam: 220-1001 Exam Domains Percent of Exam 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% 220-1002 Exam Domains Percent of Exam 1.0 Operating Systems 27% 2.0 Security 24% 3.0 Software Troubleshooting 26% 4.0 Operational Procedures 23% Total 100%  CompTIA A+ Part Core 1 Exam 220-1001 I Chapter 1: Mobile Devices Chapter 2: Networking Chapter 3: Hardware Chapter 4: Virtualization and Cloud Computing Chapter 5: Hardware and Network Troubleshooting Chapter Mobile Devices 1 CompTIA A+ Certification Exam Core 1 (220-1001) objectives covered in this chapter: ✓✓ 1.1 Given a scenario, install and configure laptop ­hardware and components. Hardware/device replacement Keyboard Hard drive SSD vs. hybrid vs. magnetic disk 1.8 in vs. 2.5 in Memory Smart card reader Optical drive Wireless card/Bluetooth module Cellular card Video card Mini PCIe Screen DC jack Battery Touchpad Plastics/frames Speaker System board CPU ✓✓ 1.2 Given a scenario, install components within the ­display of a laptop. Types LCD OLED WiFi antenna connector/placement Webcam Microphone Inverter Digitizer/touchscreen ✓✓ 1.3 Given a scenario, use appropriate laptop features. Special function keys Dual displays Wireless (on/off) Cellular (on/off) Volume settings Screen brightness Bluetooth (on/off) Keyboard backlight Touchpad (on/off) Screen orientation Media options (fast forward/rewind) GPS (on/off) Airplane mode Docking station Port replicator Physical laptop lock and cable lock Rotating/removable screens ✓✓ 1.4 Compare and contrast characteristics of various types of other mobile devices. Tablets Smartphones Wearable technology devices Smart watches Fitness monitors VR/AR headsets E-readers GPS ✓✓ 1.5 Given a scenario, connect, and configure accessories and ports of other mobile devices. Connection types Wired Micro-USB/Mini-USB/USB-C Lightning Tethering Proprietary vendor-specific ports (communication/power) Wireless NFC Bluetooth IR Hotspot Accessories Headsets Speakers Game pads Extra battery packs/battery chargers Protective covers/waterproofing Credit card readers Memory/MicroSD ✓✓ 1.6 Given a scenario, configure basic mobile device ­network connectivity and application support. Wireless/cellular data network (enable/disable) Hotspot Tethering Airplane mode Bluetooth Enable Bluetooth Enable pairing Find a device for pairing Enter the appropriate pin code Test connectivity Corporate and ISP email configuration POP3 IMAP Port and SSL settings S/MIME Integrated commercial provider email configuration iCloud Google/Inbox Exchange Online Yahoo PRI updates/PRL updates/baseband updates Radio firmware IMEI vs. IMSI VPN ✓✓ 1.7 Given a scenario, use methods to perform mobile device synchronization. Synchronization methods Synchronize to the cloud Synchronize to the desktop Synchronize to the automobile  Types of data to synchronize Contacts Applications Email Pictures Music Videos Calendar Bookmarks Documents Location data Social media data E-books Passwords Mutual authentication for multiple services (SSO) Software requirements to install the application on the PC Connection types to enable synchronization  This chapter will focus on the exam topics related to mobile devices. It will follow the structure of the CompTIA A+ 220-1001 exam blueprint, objective 1, and cover the seven subobjectives that you will need to master before taking the exam. The Mobile Devices domain represents 14 percent of the total exam. 1.1 Given a scenario, install and configure laptop hardware and components. Whether you choose to call them laptops, notebooks, tablets, or something different is mostly a matter of semantics. In this section, I’ll discuss some of the basic components of laptops and their installation (when possible and called for). In many cases, the components are the same as in a desktop computer. The following topic is addressed in exam objective 1.1: Hardware/device replacement Hardware/device replacement Replacing hardware and devices in a laptop can be a challenge because of the size limita- tions. The best way to determine the proper disassembly method is to consult the documen- tation from the manufacturer. Some models of notebook PCs require a special T-8 Torx screwdriver. Most PC toolkits come with a T-8 bit for a screwdriver with interchangeable bits, but you may fi nd that the T-8 screws are countersunk in deep holes so that you can’t fit the screwdriver into them. In such cases, you need to buy a separate T-8 screwdriver, available at most hardware stores or auto parts stores. Many laptop manufacturers will consider a warranty void if an unauthor- ized person opens a laptop case and attempts to repair it.  1.1 Given a scenario, install and configure laptop hardware and components. 9 Prepare a clean, well-lit, flat work surface; assemble your tools and manuals; and ensure that you have the correct parts. Shut down the PC, unplug it, and detach any external devices such as an external keyboard, mouse, or monitor. In this section, with these general guidelines for opening the laptop in mind, you’ll look at replacing various components of a laptop. Always ensure that you have grounded yourself before working with computer com- ponents of any kind. Use an antistatic wristband and attach it to the case. Keyboard When replacing the keyboard, one of the main things you want to keep in mind is not to damage the data cable connector to the system board. 1. With the laptop fully powered off and unplugged from the wall, remove the battery. Examine the screws on the back of the laptop. Ideally, icons indicating which screws are attached to the keyboard will be available. If not, look up the model online and determine which of the screws are attached to the keyboard. 2. Remove the screws with a T-8 or Phillips-head screwdriver. With the laptop turned back over, open it. If the keyboard is tucked under any plastic pieces, determine whether those pieces need to have screws removed to get them out of the way; if so, remove the screws and the plastic pieces. In some cases, there may just be clamps that are easily removed. 3. With any plastic covers out of the way, remove any screws at the top and remove the keyboard itself from top to bottom. There should be a thin, but wide, data cable to the system board at the bottom. This is the piece to be careful with! 4. Take a pick and lift the plastic connectors that hold this data cable in place. Remove the data cable. Take the new keyboard and slip the data cable back in between the plas- tic connectors on the system board. Ensure it’s all the way in. 5. Put the plastic connector back into place and make sure it’s holding the data cable in. Position the keyboard into place and refasten the keyboard in place at the top, replac- ing any screws that were there before. 6. Replace any plastic pieces that were covering the keyboard, turn the laptop over, and replace all of the keyboard screws. When you replace the battery and turn it on, check the functionality. If the keyboard doesn’t work, the main component to check is the data connector. Hard drive Before changing a hard drive, you should back up the old hard drive if the data is needed. Then, to change the hard drive, follow these steps: 1. Turn the laptop upside down and look for a removable panel or a hard drive release mechanism. Laptop drives are usually accessible from the bottom or side of the chassis. Release the drive by flicking a lock/unlock button and/or removing a screw that holds the drive in place. 10 Chapter 1 Mobile Devices 2. You may be required to remove the drive from a caddy or detach mounting rails from its sides. Attach the rails or caddy to the new drive using the same screws and washers. If required, remove the connector attached to the old drive’s signal pins and attach it to the new drive. Make sure it’s right side up and do not force it. Damaging the signal pins may render the drive useless. 3. Reverse your steps to place the drive (and caddy if present) into the case. Replace the screws and start the laptop. The system should recognize the drive. If you or the user created a bootable backup disc or a complete image disc (before the drive failed, by the way), place it in the optical drive and follow the instructions for restoring the data. You may have to update a driver or two, but you should otherwise be ready to go. SSD vs. hybrid vs. magnetic disk Although many devices still use a magnetic disk hard drive, most laptop vendors are moving to using either solid-state drives or hybrid drives, which are a combination of magnetic disk and solid-state technology. The advantage of solid-state drives is that they are not as susceptible to damage if the device is dropped, and they are generally faster because no moving parts are involved. They are, however, more expensive, and when they fail, they don’t typically display any advanced warning symptoms like a magnetic drive will do. Hybrid storage products have a magnetic disk and some solid-state memory. These drives monitor the data being read from the hard drive, and they cache the most frequently accessed bits to the high-speed flash memory. These drives tend to cost slightly more than traditional hard drives (but far less than solid-state drives), but the addition of the SSD memory for cached bits creates a surprising improvement in performance. This improve- ment will not appear initially because the drive must “learn” the most frequently accessed data on the drive. 1.8 in vs. 2.5 in The 2.5-inch hard drives are small (which makes them attractive for a laptop, where space is at a minimum), but in comparison to 3.5-inch hard drives, they have less capacity and cache, and they operate at a lower speed. Moreover, whereas 2.5-inch drives operate from 5,400 to 7,200 rpm, 3.5-inch drives can operate from 7,200 to 10,000 rpm. However, 2.5-inch drives use about half the power (again, good for a laptop) of a 3.5-inch drive (2.5 W rather than 5 W). The 1.8-inch drive is the smallest of the three I’m discussing here. It was originally used in subnotebooks and audio players. It has the least capacity of the three, with the largest up to 320 GB. It has only two platters, each of which can hold 220 GB maximum. Memory There should be a panel used for access to the memory modules. If the panels are not marked (many are not), refer to your laptop instruction manuals to locate the panel on the bottom. 1. Remove any screws holding the panel in place, remove the panel from the laptop, and set it aside. If removing an existing memory module, remove it by undoing the module  1.1 Given a scenario, install and configure laptop hardware and components. 11 clamps, gently lifting the edge of the module to a 45-degree angle, and then pulling the module out of the slot. 2. Align the notch of the new module with that of the memory slot and gently insert the module into the slot at a 45-degree angle. With all pins in the slot, gently rotate the module down flat until the clamps lock the module into place. 3. Replace the memory access panel, replace any screws, and power up the system. When the computer is powered back up, it may be necessary to go into the computer BIOS to let the system properly detect the new RAM that has been installed in the computer. Please refer to the user manual for the computer system for any additional information. Smart card reader Smart card readers come in both internal and external versions. External versions will most likely plug into a USB port, and replacing them is easy; all you do is plug them in. It is possible that you may need to install a driver for the device; and if so, you should use the installation utility that came with the device if there is one. There are also external readers that use the ExpressCard slot. Internal readers will reside in a drive bay as a hard drive or optical drive would. Take the following steps to replace one: 1. Remove the hard drive, optical drive, and keyboard screws first, and then remove the screws that hold the bottom case on the laptop. There will also be some screws marked P or P1 inside the case to remove. 2. Once they are removed, turn the laptop over and remove the keyboard screws, key- board, and the palm rest cables. Don’t forget to unplug both the keyboard and the palm rest cables! Underneath you will now be able to access the smart card reader. 3. Unplug the reader, remove the screw holding it in, and remove it. Place the new reader in the same place and reverse these steps. Optical drive Replacing an optical drive is usually easier than replacing a hard drive or memory. Remove the screw that secures the optical drive to the bottom of the notebook. Grasp the edge of the optical drive bezel and slide the optical drive out of the base enclosure. Insert the new optical drive into the base enclosure until the connector is seated and replace the screw that secures the optical drive to the bottom of the notebook. Wireless card/Bluetooth module Both 802.11 and Bluetooth wireless cards that are built in can be replaced if they go bad. Sometimes they reside near the memory, so you would open the same panel that holds the memory. In other cases (such as a Dell Inspiron), you have to remove the memory, keyboard, optical drive, and hand rest to get to it. The Bluetooth card may be located in the same place, or it may be located at the edge of the laptop with its own small panel to remove. Consult your documentation. 12 Chapter 1 Mobile Devices Once you’ve found either type of wireless card, disconnect the two antenna contacts from the card. Do not pull by the wire; pull by the connector itself. Remove any screws from the wireless card and gently pull out the card from the slot. Insert the replacement card into the slot at a 45-degree angle, replace the screws, and reconnect the antenna to the adapter. Replace the parts you were required to remove to get to the card, reversing your steps carefully. Cellular card Changing an external mobile broadband card is as simple as pulling the old USB stick out and plugging in the new one. Because USB is plug and play, you shouldn’t have to do any- thing, but even in the case of an issue the manufacturer usually provides a CD with the drivers or you can obtain them from the vendor website. Changing an internal card is much like the process of changing an internal 802.11 card; follow the instructions indicated in the previous section. Video card When changing a graphics card, you must ensure that the card is supported by the laptop and the operating system. This is the process: 1. Remove the hinges using manufacturer instructions. 2. Detach the keyboard and keep track of your screws and where they go! 3. Remove the display assembly, and unplug the video and Wi-Fi cables. 4. Remove the upper shell, and keep track of your screws. 5. Remove the old card, and install the new. 6. Reverse your steps to reassemble the laptop. Mini PCIe Since many of the wireless cards are mini-PCIe, replacing any other card in this format will follow the same procedure, with the exception of removing and reconnecting the antenna cables (present only on the wireless cards). You can find the location of the card in the documentation. Make sure that the new card is firmly inserted into the slot after removing the old card. Screen The screen is one of the more involved parts to replace, which is why many people throw a laptop away when the screen gets damaged. It’s possible to replace a damaged screen, but you have to remove a lot of parts to do so. Start by removing the battery and then hold the power on for 10 seconds to drain the power out of the capacitors. Remove all the screws on the back of the unit and then turn the laptop over. Remove the speaker bezel and you will see six wires coming from the old screen to the laptop. Remove the keyboard (see the instructions in the section “Keyboard”). Under the keyboard, locate where these six wires connect, and disconnect them. Make note of what went where so you can replace them correctly when you reconnect the new screen.  1.1 Given a scenario, install and configure laptop hardware and components. 13 Remove the screws that are holding the old screen to the hinges of the laptop. Position the new screen in place and screw it into the hinges. Reroute the six wires coming from the new screen through any holes or spaces that lead them to their connection points. These are usually for the video cable, mic jacks, and wireless antenna. Reconnect the keyboard and reinstall it. Replace all parts that were required to get at the keyboard and replace all screws on the back of the unit. These are general guidelines for this replacement, and you should always check the doc- umentation for any departures from this general approach. DC jack Replacing a bad DC jack usually requires soldering. If this is not a skill you possess, just replace the motherboard. If you want to attempt it, remove all the parts to get to the motherboard. In some cases, the old DC jack can still be used; it just needs to have the old solder removed and replaced. If that is not the case, remove the old DC jack by unsoldering it from the connector. Then put the new jack in place and solder it to the connectors. Replace all the parts and pieces you removed to get to the board. In general, a bad DC jack usually means a new board. Battery Replacing the battery in a laptop is simply a matter of removing the battery storage bay, removing the old battery from the bay, inserting the new battery into the bay, and replacing the bay. Determining the battery type for the replacement will probably take longer than the replacement procedure. In fact, many users carry extra batteries for situations where they know they will need to use the laptop for longer than the battery life (such as a long plane trip) and change the battery as needed. If BitLocker encryption is enabled, the laptop will not boot after a battery replacement unless the BitLocker encryption key is provided. Touchpad This is another repair where many parts must be removed just to get to the piece to be replaced. 1. Remove all the covers from the back of the system first. This may include those for the hard drive, RAM, and wireless card compartments. Remove the RAM, hard drive, and wireless card. Take the screw holding the CD-ROM in place and remove it as well. 2. Turn the laptop back over, open the lid, and remove any plastic pieces in the way of the keyboard. Remove the keyboard (see the section “Keyboard”). Disconnect the video and antenna cables from the motherboard (see the section “Screen”). Remove the Phillips-head screws from the LCD hinges and then remove the LCD. 3. Disconnect the touchpad cable from the motherboard. Separate the upper casing assembly from the bottom casing and set it aside. Remove the touchpad from the upper casing assembly. Install the new touchpad by reversing the previous steps. 14 Chapter 1 Mobile Devices Plastics/frames Several of the replacement procedures in this section have involved plastic pieces that either hold something in place or cover something. These pieces—which are important enough to be noted specifically as a component of this exam—may be held in place by screws, or they may use snaps. In either case, it is easy to damage these parts (especially the snaps) in the disassembly or assembly process. If this occurs, consult the documenta- tion for the laptop. Even these pieces will have part numbers and can be ordered. It’s easier to just take great care not to damage them in the first place. The best way to prevent dam- age to these pieces is to never force a piece in place. If you meet resistance, back out and try to determine what the obstruction is. Restoring the full case is also important. Leaving open spaces can tamper with the air circulation as it was originally designed, resulting in overheating. A mobile device, particularly a laptop, will quickly overheat if the case is compromised in any way. Speaker To replace speakers, first follow the earlier instructions to remove the hard drive, the bat- tery pack, and all the screws holding the body together. 1. Lift the screen up and separate it from the body (see the section “Screen”). Do not remove the wires connecting the screen to the motherboard. 2. Separate the two pieces of plastic body frame to view the inside of the laptop. Locate the speakers, using the documentation if necessary. 3. Unscrew the speakers, and note where they connect to the motherboard. Disconnect the old speakers, and connect the new ones to the same location as where the old speakers were removed. 4. Replace all the parts in the reverse order you removed them. System board Replacing the system board requires removing all parts discussed up to this point since they all are either in the way of or connected to the motherboard. Once that is done, take the following steps: 1. Open the processor access door if there is one on the machine. If the processor is removable and one did not come with the new motherboard, remove it, and set it aside in a safe place. 2. Disconnect any remaining wires that are connected to the motherboard. 3. Unplug any cards, such as the video card, that are not built directly into the mother- board. 4. Locate the mounting screws for the motherboard, and unscrew them. Remove the old motherboard, mount the new unit, and reassemble the parts in reverse order.  1.2 Given a scenario, install components within the display of a laptop. 15 CPU If the CPU is not built into the motherboard, it can be replaced. If it is built in, then you will be replacing the motherboard as well. If you are upgrading the processor and not sim- ply replacing it, make sure your BIOS will support the new processor. It may be that you need to flash the BIOS to support the new CPU. You can determine this at the website of either the CPU maker or the laptop. This is important! Follow the earlier instructions to remove the case, keyboard, and display. This will allow you to separate the two parts of the case. 1. Remove the graphic card and note where it plugs back in. 2. Remove the heat sink from the top of the CPU by removing the screws holding it in place. 3. Remove the single screw holding the CPU in place and pull it out. Insert the new CPU in place, and replace the screw. (In some cases, it is not a screw but a locking bar.) 4. Place some thermal grease between the CPU and the heat sink. Replace the heat sink and its screws. 5. Reverse your steps to reattach all the other parts and pieces. In some cases, you may encounter a laptop that allows you to get at this from the bot- tom without removing the keyboard and display. This is why it is best to follow the specific directions in the documentation to save unnecessary component removal. Exam essential List the steps to install or replace laptop components. This includes but is not limited to keyboards, hard drives, memory, optical drives, wireless cards, mini-PCIe cards, screens, DC jacks, batteries, touchpads, speakers, system boards, and CPUs. 1.2 Given a scenario, install components within the display of a laptop. The display of a laptop contains more components than you may expect. In this section, I’ll discuss these components and, in some cases, cover competing technologies. The following topics are addressed in exam objective 1.2: Types Wi-Fi antenna connector/placement Webcam Microphone Inverter Digitizer/touchscreen 16 Chapter 1 Mobile Devices Types Laptop displays can use any of several technologies: LCD, LED, or OLED. This section pro- vides a quick survey of these display types and their characteristics as they apply to laptops. For more information on all three display types, see objective 3.6 in Chapter 3, “Hardware.” LCD LCDs have completely replaced CRTs as the default display type for both laptops and desk- tops. Two major types of LCDs are used today: active matrix screens and passive matrix screens. Their main differences lie in the quality of the image. Both types use some kind of lighting behind the LCD panel to make the screen easier to view. One or more small fluo- rescent tubes are used to backlight the screen. Passive Matrix A passive matrix screen uses a row of transistors across the top of the screen and a column of them down the side. It sends pulses to each pixel at the inter- section of each row and column combination, telling it what to display. Passive matrix displays are becoming obsolete because they’re less bright and have poorer refresh rates and image quality than active matrix displays. However, they use less power than active matrix displays do. Active Matrix An active matrix screen uses a separate transistor for each individual pixel in the display, resulting in higher refresh rates and brighter display quality. These screens use more power, however, because of the increased number of transistors that must be pow- ered. Almost all notebook PCs today use active matrix. A variant called thin-film transistor (TFT) uses multiple transistors per pixel, resulting in even better display quality. TN vs. IPS There are two major LCD technologies used in LCDs. This section discusses the pros and cons of each. Twisted Nematic (TN) Twisted nematic (TN) is the older of the two major technologies for flat-panel displays. While it provides the shortest response time, has high brightness, and draws less power than competing technologies, it suffers from poor quality when viewed from wide angles. It suffers color distortions when viewed from above or from the sides. In-Plane Switching (IPS) This is a newer technology that solves the issue of poor quality at angles other than straight on. It also provides better color quality. However, it has much slower response time and is more expensive. Newer versions like Super-IPS (SIPS) make improvements on the response time. Fluorescent vs. LED backlighting LCDs can use two kinds of backlighting: LED-based and fluorescent. Fluorescent is an older technology and consists of a fluorescent tube connected to a voltage inverter board that provides power to the backlight. LED-based is a newer technology and uses a matrix of LEDs for the backlighting. Table 1.1 compares the two technologies.  1.2 Given a scenario, install components within the display of a laptop. 17 Ta b l e 1.1 Fluorescent and LED Characteristic Fluorescent LED Size Thicker and heavier Thinner and lighter Cost Cheaper More expensive Power High power consumption and Lower power consumption heat generation and heat generation Brightness Lower Higher Lifespan Shorter Longer LED LED-based monitors are still LCDs (they still use liquid crystals to express images on- screen), but they use a different type of backlight than what is normally used. Several types of backlights are used with LED. The most common for computers is white LEDs (WLEDs). Using a special diffuser, the light is spread to cover the entire screen. A more expensive type is RGB LED. Instead of using WLEDs on one edge of the screen, with RGB LCD layers, like the previous technol- ogy, RGB LEDs are aligned all over the panel matrix. Each LED is capable of red-, green-, or blue-colored light. This gives the display more accurate color than WLEDs. Finally, there is WLED on a flat array, covering the entire screen (like an RGB LED using only WLEDs). Currently, it’s used only in LED-backlit HDTVs. As you’ve seen, however, computer output can be directed to the HDTV screen. OLED An organic light-emitting diode (OLED) is another type of LED technology. It uses an emissive electroluminescent layer of organic compounds that emit light in response to an electric current. An interesting characteristic of these displays is their flexibility and transpa