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IT Essentials 5th edition [Kõva köide]

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Cisco Networking Academy

Formaat: Hardback, 816 pages, kõrgus x laius x paksus: 233x209x38 mm, kaal: 1610 g
Ilmumisaeg: 25-Jul-2013
Kirjastus: Cisco Press
ISBN-10: 1587133083
ISBN-13: 9781587133084

Teised raamatud teemal:

Computer certification: Cisco

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Formaat: Hardback, 816 pages, kõrgus x laius x paksus: 233x209x38 mm, kaal: 1610 g
Ilmumisaeg: 25-Jul-2013
Kirjastus: Cisco Press
ISBN-10: 1587133083
ISBN-13: 9781587133084

Teised raamatud teemal:

Computer certification: Cisco

Püsilink: https://www.kriso.ee/db/9781587133084.html

IT Essentials: PC Hardware and Software Companion Guide, Fifth Edition

IT Essentials: PC Hardware and Software Companion Guide, Fifth Edition, supports the Cisco Networking Academy IT Essentials: PC Hardware and Software version 5 course. The course is designed for Cisco Networking Academy students who want to pursue careers in IT and learn how computers work, how to assemble computers, and how to safely and securely troubleshoot hardware and software issues.

As CompTIA Approved Quality Content, the course also helps you prepare for the CompTIA A+ certification exams 220-801 and 220-802. CompTIA A+ 220-801 covers the fundamentals of computer technology, installation and configuration of PCs, laptops, related hardware, and basic networking. CompTIA A+ 220-802 covers the skills required to install and configure PC operating systems and configure common features, such as network connectivity and email for Android and Apple iOS mobile operating systems. Students must pass both exams to earn the CompTIA A+ certification.

The features of the Companion Guide are designed to help you study and succeed in this course:

-- Chapter objectives—Review core concepts by answering the focus questions listed at the beginning of each chapter.

-- Key terms—Refer to the updated lists of networking vocabulary introduced, and turn to the highlighted terms in context.

-- Course section numbering—Follow along with the course heading numbers to easily jump online to complete labs, activities, and quizzes referred to within the text.

-- Check Your Understanding Questions and Answer Key—Evaluate your readiness with the updated end-of-chapter questions that match the style of questions you see on the online course quizzes.

-- Glossary in the back of the book to define Key Terms

The lab icon in the Companion Guide indicates when there is a hands-on Lab or Worksheet to do. TheLabs and Worksheets are compiled and published in the separate book, IT Essentials: PC Hardware and Software Lab Manual, Fifth Edition. With more than 1300 pages of activities, including Windows 7, Windows Vista, and Windows XP variations covered in the CompTIA A+ exam objectives, practicing and performing these tasks will reinforce the concepts and help you become a successful PC technician.

Introduction

xxiv

Chapter 1 Introduction to the Personal Computer

(74)

Objectives

(1)

Key Terms

(3)

Introduction (1.0.1)

(1)

Cases and Power Supplies (1.1.1)

(7)

Computer Cases (1.1.1.1)

(2)

Power Supplies (1.1.1.2)

(2)

Connectors

(1)

Electricity and Ohm's Law (1.1.1.3)

(3)

Internal PC Components (1.1.2)

(7)

Motherboards (1.1.2.1)

(2)

CPUs (1.1.2.2)

(3)

Cooling Systems (1.1.2.3)

(2)

ROM and RAM

(13)

ROM (1.1.2.4)

(1)

RAM (1.1.2.5)

(1)

Memory Modules (1.1.2.6)

(2)

Cache Memory

(1)

Error Checking

(1)

Adapter Cards and Expansion Slots (1.1.2.7)

(3)

Storage Devices and RAID (1.1.2.8)

(5)

Floppy Drive

(1)

Hard Drive

(1)

Tape Drive

(1)

Optical Drive

(1)

External Flash Drive

(1)

Types of Drive Interfaces

(2)

Internal Cables (1.1.2.9)

(1)

External Ports and Cables (1.1.3)

(10)

Video Ports and Cables (1.1.3.1)

(4)

Other Ports and Cables (1.1.3.2)

(6)

Serial Ports and Cables

(1)

Modem Ports and Cables

(1)

USB Ports and Cables

(1)

FireWire Ports and Cables

(1)

Parallel Ports and Cables

(1)

eSATA Data Cables

(1)

SCSI Ports and Cables

(1)

Network Ports and Cables

(1)

PS/2 Ports

(1)

Audio Ports

(1)

Input and Output Devices (1.1.4)

(8)

Input Devices (1.1.4.1)

(3)

Mice and Keyboards

(1)

Gamepads and Joysticks

(1)

Digital Cameras and Digital Video Cameras

(1)

Biometric Identification Devices

(1)

Touchscreens

(1)

Digitizers

(1)

Scanners

(1)

Output Devices (1.1.4.2)

(2)

Monitors and Projectors

(2)

All-in-One Printers

(1)

Speakers and Headphones

(1)

Monitor Characteristics (1.1.4.3)

(3)

Connecting Multiple Monitors to a Single Computer

(1)

Selecting PC Components (1.2.1)

(15)

Case and Power Supply (1.2.1.1)

(1)

Selecting Motherboards (1.2.1.2)

(1)

Selecting the CPU and Heat Sink and Fan Assembly (1.2.1.3)

(2)

Selecting RAM (1.2.1.4)

(1)

Selecting Adapter Cards (1.2.1.5)

(3)

Graphics Cards

(1)

Sound Cards

(1)

Storage Controllers

(1)

I/O Cards

(1)

NICs

(1)

Capture Cards

(1)

Selecting Hard Drives and Floppy Drives (1.2.1.6)

(3)

Floppy Disk Drive

(1)

Hard Drives

(3)

Selecting Solid State Drives and Media Readers (1.2.1.7)

(2)

Solid State Drives

(1)

Media Readers

(1)

Selecting Optical Drives (1.2.1.8)

(1)

Selecting External Storage (1.2.1.9)

(1)

Selecting Input and Output Devices (1.2.1.10)

(1)

Specialized Computer Systems (1.3.1)

(7)

CAx Workstations (1.3.1.1)

(1)

Audio and Video Editing Workstations (1.3.1.2)

(2)

Virtualization Workstations (1.3.1.3)

(1)

Gaming PCs (1.3.1.4)

(1)

Home Theater PCs (1.3.1.5)

(2)

Summary (1.4.1)

(1)

Summary of Exercises

(1)

Worksheets

(1)

Check Your Understanding

(3)

Chapter 2 Lab Procedures and Tool Use

(30)

Objectives

(1)

Key Terms

(2)

Introduction (2.0.1)

(1)

Safe Lab Procedures (2.1)

(2)

General Safety (2.1.1.1)

(1)

Electrical Safety (2.1.1.2)

(1)

Fire Safety (2.1.1.3)

(1)

Procedures to Protect Equipment and Data (2.1.2)

(3)

ESD and EMI (2.1.2.1)

(1)

Climate

(1)

Power Fluctuation Types (2.1.2.2)

(1)

Power Protection Devices (2.1.2.3)

(1)

Procedures to Protect the Environment (2.1.3)

(2)

Material Safety and Data Sheet (2.1.3.1)

(1)

Equipment Disposal (2.1.3.2)

(1)

Batteries

(1)

Monitors

(1)

Toner Kits, Cartridges, and Developers

(1)

Chemical Solvents and Aerosol Cans

(1)

Proper Use of Tools (2.2)

(17)

Hardware Tools (2.2.1)

(4)

ESD Tools (2.2.1.2)

(1)

Hand Tools (2.2.1.3)

(1)

Cleaning Tools (2.2.1.4)

(1)

Diagnostic Tools (2.2.1.5)

(2)

Software Tools (2.2.2)

(1)

Disk Management Tools (2.2.2.1)

(1)

Protection Software Tools (2.2.2.2)

(1)

Organizational Tools (2.2.3)

(3)

Reference Tools (2.2.3.1)

(2)

Miscellaneous Tools (2.2.3.2)

(1)

Demonstrate Proper Tool Use (2.2.4)

(9)

Antistatic Wrist Strap (2.2.4.1)

(1)

Antistatic Mat (2.2.4.2)

(1)

Hand Tools (2.2.4.3)

(4)

Cleaning Materials (2.2.4.6)

(3)

Summary (2.3.1)

101

(1)

Summary of Exercises

101

(1)

Labs

101

(1)

Worksheets

102

(1)

Check Your Understanding

102

(3)

Chapter 3 Computer Assembly

105

(50)

Objectives

105

(1)

Key Terms

105

(1)

Introduction (3.0.1)

106

(1)

Open the Case and Install the Power Supply (3.1.1)

106

(2)

Open the Case (3.1.1.1)

106

(1)

Install the Power Supply (3.1.1.2)

107

(1)

Install the Motherboard (3.1.2)

108

(5)

Install the CPU, Heat Sink, and Fan Assembly (3.1.2.1)

108

(3)

CPU

108

(2)

Heat Sink and Fan Assembly

110

(1)

Install RAM (3.1.2.2)

111

(1)

Install the Motherboard (3.1.2.3)

112

(1)

Install the Drives (3.1.3)

113

(2)

Install the Internal Drive (3.1.3.1)

113

(1)

Install the Optical Drive (3.1.3.2)

113

(1)

Install the Floppy Drive (3.1.3.3)

114

(1)

Install the Adapter Cards (3.1.4)

115

(3)

Types of Adapter Cards (3.1.4.1)

115

(1)

Install a NIC (3.1.4.2)

116

(1)

Install a Wireless NIC (3.1.4.3)

116

(1)

Install a Video Adapter Card (3.1.4.4)

117

(1)

Install the Cables (3.1.5)

118

(10)

Install the Internal Power Cables (3.1.5.1)

118

(2)

Motherboard Power Connections

118

(1)

SATA Power Connectors

119

(1)

Molex Power Connectors

119

(1)

Berg Power Connectors

119

(1)

Install the Internal Data Cables (3.1.5.2)

120

(2)

PATA Data Cables

120

(1)

SATA Data Cables

121

(1)

Floppy Data Cables

121

(1)

Install the Front Panel Cables (3.1.5.4)

122

(4)

Power and Reset Buttons

123

(1)

Power and Drive Activity LEDs

124

(1)

System Speaker

124

(1)

USB

124

(1)

Audio

125

(1)

Install the Case Assembly (3.1.5.6)

126

(1)

Install the External Cables (3.1.5.7)

126

(2)

POST and BIOS (3.2.1)

128

(3)

BIOS Beep Codes and Setup (3.2.1.1)

128

(1)

POST Card

129

(1)

BIOS Setup (3.2.1.2)

129

(2)

BIOS Configuration (3.2.2)

131

(6)

BIOS Component Information (3.2.2.1)

131

(1)

BIOS Configurations (3.2.2.2)

131

(2)

Time and Date

131

(1)

Disabling Devices

132

(1)

Boot Order

132

(1)

Clock Speed

132

(1)

Virtualization

133

(1)

BIOS Security Configurations (3.2.2.3)

133

(1)

BIOS Hardware Diagnostics and Monitoring (3.2.2.4)

134

(3)

Temperatures

134

(1)

Fan Speeds

135

(1)

Voltages

135

(1)

Clock and Bus Speeds

135

(1)

Intrusion Detection

136

(1)

Built-In Diagnostics

136

(1)

Motherboard and Related Components (3.3.1)

137

(7)

Motherboard Component Upgrades (3.3.1.1)

137

(2)

CPU Installation

138

(1)

Jumper Settings

138

(1)

CMOS Battery Installation

139

(1)

Upgrade the Motherboard (3.3.1.2)

139

(2)

BIOS Updates

140

(1)

Upgrade CPU and Heat Sink and Fan Assembly (3.3.1.3)

141

(1)

Upgrade the RAM (3.3.1.4)

142

(1)

Upgrade the BIOS (3.3.1.5)

143

(1)

Storage Devices (3.3.2)

144

(3)

Upgrade Hard Drives and RAID (3.3.2.1)

144

(3)

Input and Output Devices (3.3.3)

147

(2)

Upgrade Input and Output Devices (3.3.3.1)

147

(2)

Summary (3.4.1.1)

149

(1)

Summary of Exercises

149

(2)

Virtual Desktop Activities

150

(1)

Labs

150

(1)

Worksheets

150

(1)

Check Your Understanding

151

(4)

Chapter 4 Overview of Preventive Maintenance

155

(24)

Objectives

155

(1)

Key Terms

155

(1)

Introduction (4.0.1)

156

(1)

Preventive Maintenance (4.1)

156

(4)

Benefits of Preventive Maintenance (4.1.1.1)

156

(1)

Preventive Maintenance Tasks (4.1.1.2)

157

(1)

Hardware

157

(1)

Software

157

(1)

Clean the Case and Internal Components (4.1.1.3)

158

(1)

Inspect Internal Components (4.1.1.4)

159

(1)

Environmental Concerns (4.1.1.5)

160

(1)

Troubleshooting Process Steps (4.2.1)

160

(15)

Introduction to Troubleshooting (4.2.1.1)

161

(1)

Data Backup

161

(1)

Identify the Problem (4.2.1.2)

162

(4)

Conversation Etiquette

162

(1)

Open-Ended and Closed-Ended Questions

163

(1)

Documenting Responses

163

(1)

Beep Codes

163

(1)

BIOS Information

164

(1)

Event Viewer

164

(1)

Device Manager

164

(1)

Task Manager

165

(1)

Diagnostic Tools

165

(1)

Establish a Theory of Probable Cause (4.2.1.3)

166

(1)

Test the Theory to Determine Cause (4.2.1.4)

166

(1)

Establish a Plan of Action to Resolve the Problem and Implement the Solution (4.2.1.5)

167

(1)

Verify Full System Functionality and, If Applicable, Implement Preventive Measures (4.2.1.6)

168

(1)

Document Findings, Actions, and Outcomes (4.2.1.7)

168

(1)

PC Common Problems and Solutions (4.2.2.1)

169

(6)

Summary (4.3.1)

175

(1)

Summary of Exercises

175

(1)

Check Your Understanding

175

(4)

Chapter 5 Operating Systems

179

(116)

Objectives

179

(1)

Key Terms

179

(2)

Introduction 5.0.1.1

181

(1)

Modern Operating Systems (5.1)

181

(3)

Terms (5.1.1.1)

181

(1)

Basic Functions of an Operating System (5.1.1.2)

181

(2)

Hardware Access

182

(1)

File and Folder Management,

182

(1)

User Interface

182

(1)

Application Management

183

(1)

Processor Architecture (5.1.1.3)

183

(1)

Types of Operating Systems (5.1.2)

184

(3)

Desktop Operating Systems (5.1.2.1)

185

(1)

Microsoft Windows

185

(1)

Apple OS X

186

(1)

Linux

186

(1)

Network Operating Systems (5.1.2.2)

186

(1)

Customer Requirements for an Operating System (5.1.3)

187

(5)

OS-Compatible Applications and Environments (5.1.3.1)

187

(1)

Minimum Hardware Requirements and Compatibility with the OS Platform (5.1.3.2)

188

(1)

Microsoft Compatibility Center

188

(1)

Comparing OS Requirements (5.1.3.3)

189

(3)

Operating System Upgrades (5.1.4)

192

(4)

Checking OS Compatibility (5.1.4.1)

192

(1)

Upgrade Advisor

192

(1)

Windows OS Upgrades (5.1.4.2)

193

(2)

Data Migration (5.1.4.3)

195

(1)

User State Migration Tool

195

(1)

Windows Easy Transfer

195

(1)

File and Settings Transfer Wizard for Windows XP

196

(1)

Operating System Installation (5.2)

196

(11)

Hard Drive Partitioning (5.2.1.1)

196

(2)

Partitioning

197

(1)

Hard Drive Formatting (5.2.1.2)

198

(2)

Quick Format Versus Full Format

200

(1)

OS Installation with Default Settings (5.2.1.4)

200

(3)

Network Settings

202

(1)

Account Creation (5.2.1.8)

203

(1)

Complete the Installation (5.2.1.12)

204

(3)

Windows Update

205

(1)

Device Manager

206

(1)

Custom Installation Options (5.2.2)'

207

(7)

Disk Cloning (5.2.2.1)

207

(1)

Other Installation Methods (5.2.2.2)

207

(4)

Network Installation

208

(1)

PXE Installation

209

(1)

Unattended Installation in Windows 7 and Vista

209

(1)

Image-Based Installation

210

(1)

Remote Installation

210

(1)

System Recovery Options (5.2.2.6)

211

(3)

System Recovery Options

211

(2)

System Image Recovery

213

(1)

Automated System Recovery in Windows XP Professional

214

(1)

Factory Recovery Partition

214

(1)

Boot Sequence and Registry Files (5.2.3)

214

(4)

Windows Boot Process (5.2.3.1)

214

(3)

Windows Boot Process

215

(1)

Windows Boot Loader and Windows Boot Manager in Windows 7 and Windows Vista

216

(1)

NTLDR and the Windows Boot Menu in Windows XP

216

(1)

NT Kernel

216

(1)

Startup Modes (5.2.3.2)

217

(1)

Windows Registry (5.2.3.3)

217

(1)

Multiboot (5.2.4)

218

(6)

Multiboot Procedures (5.2.4.1)

219

(1)

BOOTMGR File

219

(1)

Disk Management Utility (5.2.4.2)

220

(4)

Drive Status

221

(1)

Extending Partitions

222

(1)

Splitting Partitions

222

(1)

Assigning Drive Letters

222

(1)

Adding Drives

222

(1)

Adding Arrays

223

(1)

Directory Structure and File Attributes (5.2)

224

(6)

Directory Structures (5.2.5.1)

224

(1)

Drive Mapping

224

(1)

Mounting a Volume

224

(1)

User and System File Locations (5.2.5.2)

225

(2)

User File Locations

225

(1)

System Folder

225

(1)

Fonts

225

(1)

Temporary Files

226

(1)

Program Files

227

(1)

File Extensions and Attributes (5.2.5.3)

227

(1)

Application, File, and Folder Properties (5.2.5.4)

228

(2)

Application and File Properties

229

(1)

Folder Properties

229

(1)

Shadow Copy

230

(1)

The Windows GUI and Control Panel (5.3)

230

(9)

Windows Desktop (5.3.1.1)

230

(2)

Gadgets

231

(1)

Desktop Properties (5.3.1.2)

232

(1)

Start Menu and Taskbar (5.3.1.3)

233

(1)

Start Menu

233

(1)

Taskbar

234

(1)

Task Manager (5.3.1.4)

234

(2)

Computer and Windows Explorer (5.3.1.8)

236

(1)

Computer

236

(1)

Windows Explorer

236

(1)

Launching Applications and Opening Files

236

(1)

Windows 7 Libraries (5.3.1.9)

237

(1)

Install and Uninstall Applications (5.3.1.10)

237

(2)

Adding an Application

237

(1)

Uninstalling or Changing a Program

238

(1)

Control Panel Utilities (5.3.2)

239

(13)

Introduction to Control Panel Utilities (5.3.2.1)

239

(2)

User Accounts (5.3.2.2)

241

(1)

User Account Control Settings

241

(1)

Internet Options (5.3.2.6)

242

(1)

Display Settings (5.3.2.10)

243

(2)

Folder Options (5.3.2.11)

245

(1)

General Tab

245

(1)

View Tab

245

(1)

Search Tab

245

(1)

Action Center (5.3.2.12)

245

(1)

Windows Firewall (5.3.2.13)

246

(1)

Power Options (5.3.2.14)

247

(1)

System Utility (5.3.2.15)

248

(2)

Performance Settings

248

(1)

Windows ReadyBoost

249

(1)

Device Manager (5.3.2.19)

250

(2)

Regional and Language Options (5.3.2.23)

252

(1)

Administrative Tools (5.3.3)

252

(4)

Computer Management (5.3.3.1)

252

(1)

Event Viewer, Component Services, and Data Sources (5.3.3.2)

253

(1)

Services (5.3.3.3)

254

(1)

Performance and Windows Memory Diagnostic (5.3.3.4)

255

(1)

System Tools (5.3.4)

256

(3)

Disk Defragmenter and Disk Error-Checking Tool (5.3.4.1)

256

(2)

Disk Defragmenter

256

(1)

Disk Error-Checking Tool

257

(1)

System Information (5.3.4.5)

258

(1)

Accessories (5.3.5)

259

(1)

Remote Desktop (5.3.5.1)

259

(1)

Control Panel Utilities Unique to Specific Windows Versions (5.3.6)

260

(4)

Windows 7 Unique Utilities (5.3.6.1)

261

(1)

HomeGroup

261

(1)

Action Center

261

(1)

Windows Defender

261

(1)

RemoteApp and Desktop Connections

262

(1)

Troubleshooting

262

(1)

Windows Vista Unique Utilities (5.3.6.2)

262

(1)

Windows XP Unique Utilities (5.3.6.3)

263

(1)

Command-Line Tools (5.3.7)

264

(4)

Windows CLI Commands (5.3.7.1)

264

(1)

Run Line Utility (5.3.7.3)

265

(3)

MSCONFIG

267

(1)

Client-Side Virtualization (5.4)

268

(3)

Purpose of Virtual Machines (5.4.1.1)

268

(1)

Hypervisor: Virtual Machine Manager (5.4.1.2)

269

(1)

Windows Virtual PC

269

(1)

Windows XP Mode

270

(1)

Virtual Machine Requirements (5.4.1.3)

270

(1)

Common Preventive Maintenance Techniques for Operating Systems (5.5)

271

(8)

Preventive Maintenance Plan Contents (5.5.1.1)

271

(2)

Preventive Maintenance Planning

271

(1)

Security

272

(1)

Startup Programs

272

(1)

Updates (5.5.1.5)

273

(1)

Device Driver Updates

273

(1)

Operating System Updates

273

(1)

Firmware Updates

274

(1)

Scheduling Tasks (5.5.1.6)

274

(2)

Windows Task Scheduler

274

(1)

at Command

275

(1)

Restore Points (5.5.1.10)

276

(1)

Hard Drive Backup (5.5.1.14)

277

(2)

Normal Backup

278

(1)

Copy Backup

278

(1)

Incremental Backup

278

(1)

Differential Backup

278

(1)

Daily Backup

278

(1)

Basic Troubleshooting Process for Operating Systems (5.6)

279

(9)

Identify the Problem (5.6.1.1)

279

(1)

Establish a Theory of Probable Cause (5.6.1.2)

279

(1)

Test the Theory to Determine Cause (5.6.1.3)

280

(1)

Establish a Plan of Action to Resolve the Problem and Implement the Solution (5.6.1.4)

280

(1)

Verify Full System Functionality and Implement Preventive Measures (5.6.1.5)

281

(1)

Document Findings, Actions, and Outcomes (5.6.1.6)

281

(1)

Common Problems and Solutions (5.6.2.1)

282

(6)

Summary (5.7.1.1)

288

(1)

Summary of Exercises

288

(3)

Labs

288

(3)

Worksheets

291

(1)

Check Your Understanding

291

(4)

Chapter 6 Networks

295

(98)

Objectives

295

(1)

Key Terms

295

(4)

Introduction (6.0.1)

299

(1)

Principles of Networking (6.1)

299

(3)

Define Computer Networks (6.1.1.1)

299

(2)

Features and Benefits (6.1.1.2)

301

(1)

Require Fewer Peripherals

301

(1)

Increase Communication Capabilities

301

(1)

Avoid File Duplication and Corruption

301

(1)

Lower the Cost of Licensing

302

(1)

Centralize Administration

302

(1)

Conserve Resources

302

(1)

Identifying Networks (6.2)

302

(5)

LANs (6.2.1.1)

302

(1)

WLANs (6.2.1.2)

303

(1)

PANs (6.2.1.3)

304

(1)

MANs (6.2.1.4)

304

(1)

WANs (6.2.1.5)

304

(1)

Peer-to-Peer Networks (6.2.1.6)

305

(1)

Client/Server Networks (6.2.1.7)

306

(1)

Basic Networking Concepts and Technologies (6.3)

307

(12)

Bandwidth (6.3.1.1)

307

(1)

Data Transmission (6.3.1.2)

308

(1)

Simplex

308

(1)

Half-Duplex

309

(1)

Full-Duplex

309

(1)

IP Addressing (6.3.2.1)

309

(2)

IPv4 and IPv6

310

(1)

IPv4 (6.3.2.2)

311

(2)

IPv4 Subnet Mask

312

(1)

IPv6 (6.3.2.3)

313

(1)

Static Addressing (6.3.2.4)

314

(1)

DHCP Addressing (6.3.2.5)

315

(2)

Configuring Alternate IP Settings

317

(1)

DNS

317

(1)

ICMP (6.3.2.6)

317

(2)

Common Ports and Protocols (6.3.3)

319

(3)

TCP and UDP (6.3.3.1)

319

(1)

TCP and UDP Protocols and Ports (6.3.3.3)

320

(2)

Physical Components of a Network (6.4)

322

(8)

Modems (6.4.1.1)

322

(1)

Hubs, Bridges, and Switches (6.4.1.2)

323

(2)

Hubs

323

(1)

Bridges and Switches

324

(1)

Power over Ethernet

325

(1)

Routers and Wireless Access Points (6.4.1.3)

325

(2)

Wireless Access Points

325

(1)

Routers

326

(1)

Multipurpose Devices

326

(1)

NAS (6.4.1.4)

327

(1)

VoIP Phones (6.4.1.5)

327

(1)

Hardware Firewalls (6.4.1.6)

328

(1)

Internet Appliances (6.4.1.7)

329

(1)

Purchasing Authentic Networking Devices (6.4.1.8)

329

(1)

Cables and Connectors (6.4.2)

330

(7)

Considerations for Cabling a Network (6.4.2.1)

330

(2)

Cost

331

(1)

Security

331

(1)

Design for the Future

331

(1)

Wireless

331

(1)

Coaxial Cables (6.4.2.2)

332

(1)

Twisted-Pair Cables (6.4.2.3)

332

(4)

Category Rating

333

(1)

Wire Schemes

334

(1)

Straight-Through Cables

335

(1)

Crossover Cable

335

(1)

Fiber-Optic Cables (6.4.2.6)

336

(1)

Network Topologies (6.5)

337

(4)

Logical and Physical Topologies (6.5.1.1)

337

(3)

Bus

338

(1)

Ring

339

(1)

Star

339

(1)

Hierarchical

339

(1)

Mesh

339

(1)

Hybrid

339

(1)

Determining the Network Topology (6.5.1.3)

340

(1)

Ethernet Standards (6.6)

341

(2)

Standards Organizations (6.6.1.1)

341

(1)

IEEE 802.3 (6.6.1.2)

342

(1)

Ethernet Technologies (6.6.1.3)

342

(1)

IEEE 802.11 (6.6.1.4)

343

(1)

OSI and TCP/IP Data Models (6.7)

343

(4)

TCP/IP (6.7.1.1)

343

(2)

Application Layer Protocols

344

(1)

Transport Layer Protocols

344

(1)

Internet Layer Protocols

344

(1)

Network Access Layer Protocols

345

(1)

OSI (6.7.1.2)

345

(1)

Comparing the OSI and TCP/IP Models (6.7.1.3)

346

(1)

Computer-to-Network Connection (6.8)

347

(6)

Network Installation Completion List (6.8.1.1)

347

(1)

Selecting a NIC (6.8.2.1)

348

(2)

Installing and Updating a NIC (6.8.2.3)

350

(1)

Configuring a NIC (6.8.2.7)

351

(1)

Configure Alternate IP Settings

352

(1)

Advanced NIC Settings (6.8.2.8)

352

(1)

Duplex and Speed

352

(1)

Wake on LAN

353

(1)

Quality of Service

353

(1)

Wireless and Wired Router Configurations (6.8.3)

353

(12)

Connecting to the Router (6.8.3.1)

353

(1)

Setting the Network Location (6.8.3.2)

354

(2)

Logging In to the Router (6.8.3.3)

356

(1)

Basic Network Setup (6.8.3.4)

356

(2)

Basic Wireless Settings (6.8.3.7)

358

(2)

Network Mode

358

(1)

SSID

358

(1)

Channel

359

(1)

Wireless Security

359

(1)

Testing Connectivity with the Windows GUI (6.8.3.12)

360

(1)

Testing Connectivity with the Windows CLI (6.8.3.13)

361

(4)

ipconfig Command Options

362

(1)

ping Command Options

362

(1)

net Commands

363

(1)

tracert Command

364

(1)

nslookup Command

364

(1)

OS Configurations (6.8.4)

365

(7)

Domain and Workgroup (6.8.4.1)

365

(1)

Domain

365

(1)

Workgroup

366

(1)

Connecting to a Workgroup or a Domain (6.8.4.2)

366

(1)

Windows 7 Homegroup (6.8.4.3)

366

(2)

Sharing Resources in Windows Vista (6.8.4.4)

368

(1)

Sharing Resources in Windows XP (6.8.4.5)

369

(1)

Network Shares and Mapping Drives (6.8.4.6)

369

(2)

Network File Sharing

369

(1)

Network Drive Mapping

370

(1)

VPN (6.8.4.10)

371

(1)

Select an ISP Connection Type (6.9)

372

(7)

Brief History of Connection Technologies (6.9.1.1)

372

(1)

Analog Telephone

373

(1)

Integrated Services Digital Network

373

(1)

Broadband

373

(1)

DSL and ADSL (6.9.1.2)

373

(1)

Line-of-Sight Wireless Internet Service (6.9.1.3)

374

(1)

WiMAX (6.9.1.4)

374

(1)

Other Broadband Technologies (6.9.1.5)

375

(1)

Cellular

375

(1)

Cable

376

(1)

Satellite

376

(1)

Fiber Broadband

376

(1)

Selecting an ISP for the Customer (6.9.1.7)

376

(3)

POTS

377

(1)

ISDN

378

(1)

DSL

378

(1)

Cable

378

(1)

Satellite

378

(1)

Cellular

378

(1)

Common Preventive Maintenance Techniques Used for Networks (6.10)

379

(1)

Preventive Maintenance Procedures (6.10.1.1)

379

(1)

Basic Troubleshooting Process for Networks (6.11)

380

(3)

Identify the Problem (6.11.1.1)

380

(1)

Establish a Theory of Probable Cause (6.11.1.2)

381

(1)

Test the Theory to Determine Cause (6.11.1.3)

381

(1)

Establish a Plan of Action to Resolve the Problem and Implement the Solution (6.11.1.4)

381

(1)

Verify Full System Functionality and Implement Preventive Measures (6.11.1.5)

382

(1)

Document Findings, Actions, and Outcomes (6.11.1.6)

382

(1)

Common Problems and Solutions for Networks (6.11.2)

383

(2)

Identify Common Problems and Solutions (6.11.2.1)

383

(2)

Summary (6.12.1)

385

(2)

Summary of Exercises

387

(1)

Labs

387

(1)

Worksheets

387

(1)

Packet Tracer Activities

388

(1)

Check Your Understanding

388

(5)

Chapter 7 Laptops

393

(58)

Objectives

393

(1)

Key Terms

393

(2)

Introduction (7.0.1.1)

395

(1)

Laptop Components (7.1)

395

(10)

External Features Unique to Laptops (7.1.1.1)

395

(4)

Common Input Devices and LEDs in Laptops (7.1.1.2)

399

(2)

Internal Components (7.1.1.3)

401

(1)

Motherboards

401

(1)

RAM

401

(1)

CPUs

402

(1)

Special Function Keys (7.1.1.4)

402

(1)

Docking Station Versus Port Replicator (7.1.1.5)

403

(2)

Laptop Display Components (7.2)

405

(1)

LCD, LED, OLED, and Plasma Monitors (7.2.1.1)

406

(1)

Internal Components (7.2.2)

406

(2)

Backlights and Inverters (7.2.2.1)

406

(1)

Wi-Fi Antenna Connectors (7.2.2.2)

407

(1)

Laptop Power (7.3)

408

(5)

Power Management (7.3.1.1)

408

(1)

Managing ACPI Settings in the BIOS (7.3.1.2)

409

(1)

Managing Laptop Power Options (7.3.1.4)

410

(3)

Laptop Power Options

410

(1)

Hard Drive and Display Power Management

411

(1)

Sleep Timers

412

(1)

Battery Warnings

412

(1)

Laptop Wireless Communication Technologies (7.4)

413

(6)

Bluetooth (7.4.1.1)

413

(2)

Bluetooth Installation and Configuration

414

(1)

Infrared (7.4.1.2)

415

(2)

Cellular WAN (7.4.1.3)

417

(1)

Wi-Fi (7.4.1.4)

417

(2)

Laptop Hardware and Component Installation and Configuration (7.5)

419

(5)

Expansion Cards (7.5.1.1)

419

(2)

Flash Memory (7.5.1.2)

421

(1)

External Flash Drive

421

(1)

Flash Cards and Flash Card leaders

421

(1)

SODIMM Memory (7.5.1.3)

422

(2)

Replacing Hardware Devices (7.5.2)

424

(13)

Overview of Hardware Replacement (7.5.2.1)

424

(2)

Power (7.5.2.2)

426

(2)

Replacing a Battery

427

(1)

Replacing a DC Jack

427

(1)

Keyboard, Touchpad, and Screen (7.5.2.4)

428

(3)

Replacing a Keyboard

429

(1)

Replacing a Touchpad

429

(1)

Replacing a Screen

430

(1)

Hard Drive and Optical Drive (7.5.2.6)

431

(2)

Replacing a Hard Drive

431

(1)

Replacing an Optical Drive

432

(1)

Wireless Card (7.5.2.8)

433

(1)

Speakers (7.5.2.9)

433

(1)

CPU (7.5.2.10)

434

(2)

System Board (7.5.2.11)

436

(1)

Plastics (7.5.2.12)

436

(1)

Preventive Maintenance Techniques for Laptops (7.6)

437

(4)

Scheduling Maintenance (7.6.1.1)

437

(2)

Preventive Maintenance Program

437

(2)

Cleaning Procedures (7.6.1.2)

439

(2)

Keyboard

439

(1)

Vents

439

(1)

LCD Display

440

(1)

Touch pad

440

(1)

Optical Drive

440

(1)

CD and DVD Discs

440

(1)

Basic Troubleshooting Process for Laptops (7.7)

441

(6)

Identify the Problem (7.7.1.1)

441

(1)

Establish a Theory of Probable Cause (7.7.1.2)

441

(1)

Test the Theory to Determine Cause (7.7.1.3)

442

(1)

Establish a Plan of Action to Resolve the Problem and Implement the Solution (7.7.1.4)

442

(1)

Verify Full System Functionality and Implement Preventive Measures (7.7.1.5)

443

(1)

Document Findings, Actions, and Outcomes (7.7.1.6)

443

(1)

Identify Common Problems and Solutions (7.7.2.1)

443

(4)

Summary (7.8.1)

447

(1)

Summary of Exercises

448

(1)

Worksheets

448

(1)

Virtual Laptop Activities

448

(1)

Check Your Understanding

449

(2)

Chapter 8 Mobile Devices

451

(52)

Objectives

451

(1)

Key Terms

451

(3)

Introduction (8.0.1)

454

(1)

Mobile Device Hardware Overview (8.1)

454

(4)

Non-Field-Serviceable Parts (8.1.1.1)

454

(1)

Non-Upgradeable Hardware (8.1.1.2)

455

(1)

Touchscreens (8.1.1.3)

456

(1)

Solid State Drives (8.1.1.4)

457

(1)

Mobile Operating Systems (8.2)

458

(3)

Open Source Versus Closed Source (8.2.1.1)

458

(1)

Application and Content Sources (8.2.1.2)

459

(2)

Push Versus Pull

460

(1)

Sideloading

460

(1)

Android Touch Interface (8.2.2)

461

(5)

Home Screen Items (8.2.2.1)

461

(2)

Navigation Icons

461

(1)

Google Search

462

(1)

Special Enhancements

462

(1)

Notification and System Icons

462

(1)

TouchFLO

463

(1)

Managing Apps, Widgets, and Folders (8.2.2.2)

463

(3)

Apps

464

(1)

Widgets

464

(1)

Folders

465

(1)

All Apps Icon

466

(1)

iOS Touch Interface (8.2.3)

466

(4)

Home Screen Items (8.2.3.1)

466

(2)

Home Button

467

(1)

Notification Center

467

(1)

468

(1)

Managing Apps and Folders (8.2.3.2)

468

(2)

Apps

468

(1)

Multitasking Bar

469

(1)

Folders

469

(1)

Common Mobile Device Features (8.2.4)

470

(3)

Screen Orientation and Calibration (8.2.4.1)

470

(2)

Screen Orientation

470

(1)

Screen Calibration

471

(1)

GPS (8.2.4.2)

472

(1)

Network Connectivity and Email (8.3)

473

(9)

Wireless Data Network (8.3.1.1)

473

(2)

Cellular Communications (8.3.1.3)

475

(2)

WiMAX and LTE

476

(1)

Airplane Mode

476

(1)

Bluetooth for Mobile Devices (8.3.2.1)

477

(1)

Bluetooth Pairing (8.3.2.2)

477

(2)

Introduction to Email (8.3.3.1)

479

(2)

POP3

479

(1)

IMAP

480

(1)

SMTP

480

(1)

MIME

480

(1)

SSL

480

(1)

Exchange

480

(1)

Android Email Configuration (8.3.3.3)

481

(1)

iOS Email Configuration (8.3.3.4)

481

(1)

Mobile Device Synchronization (8.3.4)

482

(3)

Types of Data to Synchronize (8.3.4.1)

482

(1)

Application Installation Software Requirements (8.3.4.2)

483

(1)

Synchronization Connection Types (8.3.4.3)

484

(1)

Cross-Platform Data Synchronization

484

(1)

Methods for Securing Mobile Devices (8.4)

485

(2)

Overview of Passcode Locks (8.4.1.1)

485

(1)

Restrictions on Failed Login Attempts (8.4.1.3)

486

(1)

Cloud-Enabled Services for Smart Devices (8.4.2)

487

(3)

Remote Backup (8.4.2.1)

487

(1)

Locator Applications (8.4.2.2)

488

(1)

Remote Lock and Remote Wipe (8.4.2.3)

489

(1)

Software Security (8.4.3)

490

(2)

Antivirus (8.4.3.1)

490

(1)

Rooting and Jailbreaking

490

(1)

Patching and Updating Operating Systems (8.4.3.2)

491

(1)

Applying the Troubleshooting Process to Mobile Devices (8.5.1)

492

(6)

Identify the Problem (8.5.1.1)

492

(1)

Establish a Theory of Probable Cause (8.5.1.2)

493

(1)

Test the Theory to Determine Cause (8.5.1.3)

493

(1)

Establish a Plan of Action to Resolve the Problem and Implement the Solution (8.5.1.4)

494

(1)

Verify Full System Functionality and Implement Preventive Measures (8.5.1.5)

494

(1)

Document Findings, Actions, and Outcomes (8.5.1.6)

494

(1)

Identify Common Problems and Solutions (8.5.2.1)

495

(3)

Summary (8.6.1)

498

(1)

Summary of Exercises

499

(1)

Labs

499

(1)

Worksheets

499

(1)

Check Your Understanding

499

(4)

Chapter 9 Printers

503

(38)

Objectives

503

(1)

Key Terms

503

(1)

Introduction (9.0.1)

504

(1)

Common Printer Features (9.1)

504

(3)

Characteristics and Capabilities of Printers (9.1.1.1)

504

(2)

Capabilities and Speed

505

(1)

Color or Black and White

505

(1)

Quality

505

(1)

Reliability

505

(1)

Total Cost of Ownership

506

(1)

Wired Printer Connection Types (9.1.1.2)

506

(1)

Serial

506

(1)

Parallel

507

(1)

SCSI

507

(1)

USB

507

(1)

Fire Wire

507

(1)

Ethernet

507

(1)

Types of Printers (9.2)

507

(6)

Inkjet Printers (9.2.1.1)

508

(1)

Laser Printers (9.2.1.2)

509

(2)

Printing Process

509

(2)

Thermal Printers (9.2.1.3)

511

(1)

Impact Printers (9.2.1.4)

511

(2)

Types of Impact Printers

512

(1)

Installing and Configuring Printers (9.3)

513

(1)

Installing a Printer (9.3.1.1)

513

(1)

Types of Print Drivers (9.3.1.5)

514

(4)

Updating and Installing Print Drivers (9.3.1.6)

515

(1)

Printer Test Page (9.3.1.7)

516

(2)

Print Test Page

516

(1)

Print from an Application

517

(1)

Test the Printer

517

(1)

Test the Printer from the Printer Panel

518

(1)

Configuring Options and Default Settings (9.3.2)

518

(2)

Common Configuration Settings (9.3.2.1)

518

(2)

Global and Individual Document Options (9.3.2.2)

520

(1)

Global Method

520

(1)

Per Document Method

520

(1)

Optimizing Printer Performance (9.3.3)

520

(3)

Software Optimization (9.3.3.1)

521

(1)

Hardware Optimization (9.3.3.2)

521

(2)

Firmware

521

(1)

Printer Memory

521

(1)

Additional Printer Upgrades

522

(1)

Sharing Printers (9.4)

523

(3)

Configuring Printer Sharing (9.4.1.1)

523

(2)

Wireless Printer Connections (9.4.1.2)

525

(1)

Print Servers (9.4.2)

526

(2)

Purposes of Print Servers (9.4.2.1)

526

(1)

Network, Dedicated, and Computer Shared Print Servers (9.4.2.2)

526

(2)

Hardware Print Servers

526

(1)

Dedicated PC Print Servers

527

(1)

Computer-Shared Printers

527

(1)

Preventive Maintenance Techniques for Printers (9.5)

528

(4)

Vendor Guidelines (9.5.1.1)

528

(1)

Replacing Consumables (9.5.1.2)

529

(1)

Cleaning Methods (9.5.1.3)

530

(2)

Printer Maintenance

531

(1)

Operational Environment (9.5.1.4)

532

(1)

Basic Troubleshooting Process for Printers (9.6)

532

(4)

Identify the Problem (9.6.1.1)

533

(1)

Establish a Theory of Probable Cause (9.6.1.2)

533

(1)

Test the Theory to Determine Cause (9.6.1.3)

534

(1)

Establish a Plan of Action to Resolve the Problem and Implement the Solution (9.6.1.4)

534

(1)

Verify Full System Functionality and Implement Preventive Measures (9.6.1.5)

535

(1)

Document Findings, Actions, and Outcomes (9.6.1.6)

535

(1)

Common Problems and Solutions for Printers (9.6.2)

536

(1)

Identify Common Problems and Solutions (9.6.2.1)

536

(1)

Summary (9.7.1.1)

537

(1)

Summary of Exercises

537

(1)

Labs

538

(1)

Worksheets

538

(1)

Check Your Understanding

538

(3)

Chapter 10 Security

541

(66)

Objectives

541

(1)

Key Terms

541

(3)

Introduction (10.0.1)

544

(1)

Security Threats (10.1)

545

(11)

Adware, Spyware, and Phishing (10.1.1.1)

545

(1)

Adware

545

(1)

Spyware

545

(1)

Grayware

545

(1)

Phishing

545

(1)

Viruses, Worms, Trojans, and Rootkits (10.1.1.2)

546

(1)

Viruses

546

(1)

Worms

546

(1)

Trojans

546

(1)

Virus Protection Software

547

(1)

Rootkits

547

(1)

Web Security (10.1.1.3)

547

(3)

ActiveX Filtering

548

(1)

Pop-Up Blocker

548

(1)

SmartScreen Filter

549

(1)

InPrivate Browsing (10.1.1.4)

550

(1)

Spam (10.1.1.5)

551

(1)

TCP/IP Attacks (10.1.1.6)

552

(2)

Denial of Service

552

(1)

Distributed DoS

552

(1)

SYN Flood

552

(1)

Spoofing

553

(1)

Man-in-the-Middle

553

(1)

Replay

553

(1)

DNS Poisoning

553

(1)

Social Engineering (10.1.2.1)

554

(1)

Data Wiping, Hard Drive Destruction, and Recycling (10.1.2.2)

554

(2)

Data Wiping

555

(1)

Degaussing

555

(1)

Hard Drive Destruction

556

(1)

Solid State Drives

556

(1)

Hard Drive Recycling

556

(1)

Security Procedures (10.2)

556

(33)

What Is a Security Policy? (10.2.1.1)

557

(1)

Security Policy Requirements (10.2.1.3)

557

(2)

Usernames and Passwords (10.2.1.4)

559

(1)

Requiring Passwords

559

(1)

Password Requirements (10.2.1.5)

560

(1)

Screensaver Required Password

561

(1)

File and Folder Permissions (10.2.1.6)

561

(4)

Principle of Least Privilege

564

(1)

Restricting User Permissions

565

(1)

Software Firewalls (10.2.2.1)

565

(2)

Biometrics and Smart Cards (10.2.2.2)

567

(1)

Smart Card Security

568

(1)

Security Key Fob

568

(1)

Data Backups (10.2.2.3)

568

(1)

Data Encryption (10.2.2.4)

569

(2)

Malicious Software Protection Programs (10.2.3.1)

571

(2)

Rogue Antivirus

571

(1)

Remediating Infected Systems

572

(1)

Signature File Updates (10.2.3.3)

573

(2)

Common Communication Encryption Types (10.2.4.1)

575

(2)

Hash Encoding

575

(1)

Symmetric Encryption

575

(1)

Asymmetric Encryption

576

(1)

Service Set Identifiers (10.2.4.2)

577

(1)

MAC Address Filtering (10.2.4.3)

578

(1)

Wireless Security Modes (10.2.4.4)

578

(1)

Additions to WPA and WPA2

579

(1)

Wireless Access (10.2.4.6)

579

(2)

Wireless Antennae

580

(1)

Network Device Access

580

(1)

Wi-Fi Protected Setup

581

(1)

Firewalls (10.2.4.7)

581

(2)

Demilitarized Zone

582

(1)

Port Forwarding and Port Triggering (10.2.4.9)

583

(2)

Physical Equipment Protection Methods (10.2.5.1)

585

(1)

Disabling AutoRun

585

(1)

Two-Factor Authentication

586

(1)

Security Hardware (10.2.5.2)

586

(3)

Protecting Data While in Use

587

(1)

The Right Security Mix

588

(1)

Security Maintenance (10.3.1)

589

(7)

Operating System Service Packs and Security Patches (10.3.1.1)

589

(2)

Data Backups (10.3.1.3)

591

(2)

Configuring Firewall Types (10.3.1.7)

593

(2)

Maintaining Accounts (10.3.1.11)

595

(1)

Terminating Employee Access

595

(1)

Guest Accounts

595

(1)

Applying the Troubleshooting Process to Security (10.4.1)

596

(6)

Identify the Problem (10.4.1.1)

596

(1)

Establish a Theory of Probable Cause (10.4.1.2)

597

(1)

Test the Theory to Determine Cause (10.4.1.3)

597

(1)

Establish a Plan of Action to Resolve the Problem and Implement the Solution (10.4.1.4)

598

(1)

Verify Full System Functionality and, If Applicable, Implement Preventive Measures (10.4.1.5)

598

(1)

Document Findings, Actions, and Outcomes (10.4.1.6)

599

(1)

Identify Common Problems and Solutions (10.4.2.1)

599

(3)

Summary (10.5.1.1)

602

(1)

Summary of Exercises

602

(1)

Labs

602

(1)

Worksheets

603

(1)

Check Your Understanding

603

(4)

Chapter 11 The IT Professional

607

(26)

Objectives

607

(1)

Key Terms

607

(1)

Introduction (11.0.1)

608

(1)

Communication Skills and the IT Professional (11.1)

608

(2)

Relationship Between Communication Skills and Troubleshooting (11.1.1.1)

608

(1)

Relationship Between Communication Skills and Professional Behavior (11.1.1.2)

609

(1)

Working with a Customer (11.1.2)

610

(6)

Using Communication Skills to Determine Customer Problems (11.1.2.1)

610

(1)

Displaying Professional Behavior with Customers (11.1.2.2)

611

(2)

Keeping the Customer Focused on the Problem (11.1.2.5)

613

(2)

Talkative Customers

613

(1)

Rude Customers

613

(1)

Angry Customers

614

(1)

Knowledgeable Customers

614

(1)

Inexperienced Customers

615

(1)

Using Proper Netiquette (11.1.2.6)

615

(1)

Employee Best Practices (11.1.3)

616

(4)

Time and Stress Management Techniques (11.1.3.1)

616

(1)

Workstation Ergonomics

616

(2)

Time Management

616

(1)

Stress Management

617

(1)

Observing Service Level Agreements (11.1.3.2)

618

(1)

Following Business Policies (11.1.3.3)

619

(1)

Customer Call Rules

619

(1)

Call Center Employee Rules

619

(1)

Customer Satisfaction

620

(1)

Ethical and Legal Issues in the IT Industry (11.2)

620

(1)

Ethical Considerations in IT (11.2.1.1)

620

(1)

Legal Considerations in IT (11.2.1.2)

621

(1)

Legal Procedures Overview (11.2.2)

621

(4)

Computer Forensics (11.2.2.1)

622

(1)

Cyber Law and First Response (11.2.2.2)

622

(1)

Cyber Law

622

(1)

First Response

623

(1)

Documentation and Chain of Custody (11.2.2.3)

623

(2)

Documentation

624

(1)

Chain of Custody

624

(1)

Call Center Technicians (11.3)

625

(3)

Call Centers (11.3.1.1)

625

(1)

Level One Technician Responsibilities (11.3.1.2)

626

(1)

Level Two Technician Responsibilities (11.3.1.3)

627

(1)

Summary (11.4.1)

628

(1)

Summary of Exercises

629

(1)

Worksheets

629

(1)

Check Your Understanding

629

(4)

Chapter 12 Advanced Troubleshooting

633

(50)

Objectives

633

(1)

Key Terms

633

(1)

Introduction (12.0.1)

634

(1)

Apply Troubleshooting Process to Computer Components and Peripherals (12.1.1)

634

(7)

Six Steps for Advanced Troubleshooting Computer Components and Peripherals (12.1.1.1)

634

(3)

Common Problems and Solutions for Components and Peripherals (12.1.1.2)

637

(2)

Apply Troubleshooting Skills to Computer Components and Peripherals (12.1.1.3)

639

(2)

Operating Systems (12.2)

641

(9)

Six Steps for Advanced Troubleshooting Operating Systems (12.2.1.1)

641

(2)

Common Problems and Solutions for Operating Systems (12.2.1.2)

643

(5)

Apply Troubleshooting Skills to Operating Systems (12.2.1.3)

648

(2)

Apply Troubleshooting Process to Networks (12.3.1)

650

(8)

Six Steps for Advanced Troubleshooting Networks (12.3.1.1)

650

(2)

Common Problems and Solutions for Networks (12.3.1.2)

652

(4)

Network Connection Problems

652

(2)

Email Failure

654

(1)

FTP and Secure Internet Connection Problems

654

(1)

Problems Revealed by CH Commands

655

(1)

Apply Troubleshooting Skills to Networks (12.3.1.3)

656

(2)

Apply Troubleshooting Process to Laptops (12.4.1)

658

(12)

Six Steps for Advanced Troubleshooting Laptops (12.4.1.1)

658

(3)

Common Problems and Solutions for Laptops (12.4.1.2)

661

(3)

Apply Troubleshooting Skills to Laptops (12.4.1.3)

664

(1)

Apply Troubleshooting Process to Printers (12.5.1)

665

(1)

Six Steps for Advanced Troubleshooting Printers (12.5.1.1)

665

(3)

Common Problems and Solutions for Printers (12.5.1.2)

668

(1)

Apply Troubleshooting Skills to Printers (12.5.1.3)

669

(1)

Apply Troubleshooting Process to Security (12.6.1)

670

(8)

Six Steps for Advanced Troubleshooting Security (12.6.1.1)

670

(3)

Common Problems and Solutions for Security (12.6.1.2)

673

(3)

Malware Settings

673

(1)

User Accounts and Permissions

674

(1)

Computer Security

674

(1)

Firewall and Proxy Settings

675

(1)

Apply Troubleshooting Skills to Security (12.6.1.3)

676

(2)

Summary (12.7.1)

678

(1)

Summary of Exercises

678

(1)

Labs

678

(1)

Check Your Understanding

679

(4)

Appendix A Answers to "Check Your Understanding" Questions

683

(16)

Glossary

699

(38)

Index

737

Cisco Networking Academy is an innovative Cisco education initiative that delivers information and communication technology skills to improve career and economic opportunities around the world. The Academy provides online courses, interactive tools, and lab activities to prepare individuals for information technology and networking careers in virtually every industry.

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