Introduction xxvii
Assessment Test lxxxii
Part I 220-1101 1
Chapter 1 Motherboards, Processors, and Memory 3
Understanding Motherboards 7
Understanding Processors 42
Understanding Memory 49
Understanding Cooling Systems 63
Summary 71
Exam Essentials 71
Review Questions 73
Performance-Based Question 1 77
Performance-Based Question 2 78
Chapter 2 Expansion Cards, Storage Devices, and Power Supplies 79
Installing and Configuring Expansion Cards 81
Understanding Storage Devices 89
Understanding Power Supplies 118
Summary 131
Exam Essentials 131
Review Questions 133
Performance-Based Question 137
Chapter 3 Peripherals, Cables, and Connectors 139
Understanding Cables and Connectors 140
Understanding Cables and Connectors 160
Summary 184
Exam Essentials 185
Review Questions 186
Performance-Based Question 190
Chapter 4 Printers and Multifunction Devices 191
Understanding Print Technologies and Imaging Processes 193
Summary 262
Exam Essentials 262
Review Questions 264
Performance-Based Question 268
Chapter 5 Networking Fundamentals 269
Understanding Networking Principles 271
Identifying Common Network Hardware 295
Summary 324
Exam Essentials 324
Review Questions 327
Performance-Based Question 331
Chapter 6 Introduction to TCP/IP 333
Understanding TCP/IP 335
Understanding Virtual Networks 368
Virtual Local Area Networks 368
Virtual Private Networks 370
Summary 372
Exam Essentials 372
Review Questions 374
Performance-Based Question 378
Chapter 7 Wireless and SOHO Networks 379
Understanding Wireless Networking Technologies 381
Installing and Configuring SOHO Networks 402
Summary 449
Exam Essentials 449
Review Questions 451
Performance-Based Question 455
Chapter 8 Network Services, Virtualization, and Cloud Computing 457
Understanding Network Services 459
Understanding Virtualization and Cloud Computing 487
Summary 515
Exam Essentials 516
Review Questions 518
Performance-Based Question 522
Chapter 9 Laptop and Mobile Device Hardware 523
Working with Laptop and Mobile Device Hardware 526
Summary 584
Exam Essentials 585
Review Questions 586
Performance-Based Question 590
Chapter 10 Mobile Connectivity and Application Support 591
Understanding Mobile Connectivity 593
Summary 668
Exam Essentials 668
Review Questions 670
Performance-Based Question 674
Chapter 11 Troubleshooting Methodology and Resolving Core Hardware Problems 675
Using the Troubleshooting Best Practice Methodology 678
Troubleshooting Motherboards, CPUs, RAM, and Power Problems 690
Summary 708
Exam Essentials 709
Review Questions 711
Performance-Based Question 715
Chapter 12 Hardware and Network Troubleshooting 717
Troubleshooting Storage Drives and RAID Arrays 721
Troubleshooting Video, Projector, and Display Issues 731
Troubleshooting Common Mobile Device Issues 737
Troubleshooting Printer Problems 751
Troubleshooting Networking Problems 779
Summary 806
Exam Essentials 806
Review Questions 809
Performance-Based Question 813
Part II 220-1102 815
Chapter 13 Operating System Basics 817
Understanding Operating Systems 819
Understanding Applications 830
Introduction to Windows 10 836
Preparing for the Exam 871
Summary 872
Exam Essentials 872
Review Questions 874
Performance-Based
Question 878
Chapter 14 Windows Configuration 879
Interacting with Operating Systems 882
The Windows Registry 960
Disk Management 962
Summary 970
Exam Essentials 970
Review Questions 972
Performance-Based Question 976
Chapter 15 Windows Administration 977
Installing and Upgrading Windows 980
Command-Line Tools 1013
Networking in Windows 1030
Summary 1050
Exam Essentials 1050
Review Questions 1052
Performance-Based
Question 1056
Chapter 16 Working with macOS and Linux 1057
macOS and Linux 1060
Applications on macOS 1061
Managing Applications 1064
Creating Shortcuts 1065
Tools 1071
System Preferences 1073
Features 1082
Basic Linux Commands 1087
Linux and Windows 1106
Summary 1108
Exam Essentials 1109
Review Questions 1110
Performance-Based
Question 1114
Chapter 17 Security Concepts 1115
Physical Security Concepts 1121
Physical Security for Staff 1128
Key Fobs 1129
Smartcards and RFID Badges 1129
Logical Security 1132
Malware 1143
Mitigating Software Threats 1151
Social Engineering Attacks, Threats, and Vulnerabilities 1159
Common Security Threats 1163
Exploits and Vulnerabilities 1170
Security Best Practices 1172
Data Encryption 1172
Setting Strong Passwords 1173
Requiring Passwords 1174
Password Expiration 1175
End-User
Best Practices 1176
Account Management 1177
Disable AutoRun 1181
Destruction and Disposal Methods 1183
Recycling or Repurposing Best Practices 1183
Physical Destruction 1185
Summary 1187
Exam Essentials 1187
Review Questions 1190
Performance-Based
Question 1194
Chapter 18 Securing Operating Systems 1195
Working with Windows OS Security Settings 1199
Users and Groups 1199
Web Browser Security 1228
Securing a SOHO Network (Wireless) 1239
Securing a SOHO Network (Wired) 1247
Mobile Device Security 1253
Summary 1263
Exam Essentials 1264
Review Questions 1265
Performance-Based Question 1269
Chapter 19 Troubleshooting Operating Systems and Security 1271
Troubleshooting Common Microsoft Windows OS Problems 1275
Troubleshooting Security Issues 1309
Symptoms 1315
Best Practices for Malware Removal 1318
Troubleshooting Mobile OS Issues 1325
Troubleshooting Mobile Security Issues 1335
Summary 1341
Exam Essentials 1342
Review Questions 1343
Performance-Based
Question 1346
Chapter 20 Scripting and Remote Access 1347
Scripting 1349
Remote Access 1375
Summary 1387
Exam Essentials 1388
Review Questions 1389
Performance-Based
Question 1392
Chapter 21 Safety and Environmental Concerns 1393
Understanding Safety Procedures 1395
Understanding Environmental Controls 1417
Understanding Policies, Licensing, and Privacy 1433
Summary 1446
Exam Essentials 1446
Review Questions 1448
Performance-Based Question 1452
Chapter 22 Documentation and Professionalism 1453
Documentation and Support 1457
Change Management Best Practices 1476
Disaster Prevention and Recovery 1482
Demonstrating Professionalism 1494
Summary 1508
Exam Essentials 1508
Review Questions 1510
Performance-Based
Question 1514
Appendix A Answers to the Review Questions 1515
Chapter 1: Motherboards, Processors, and Memory 1516
Chapter 2: Expansion Cards, Storage Devices, and
Power Supplies 1518
Chapter 3: Peripherals, Cables, and Connectors 1520
Chapter 4: Printers and Multifunction Devices 1521
Chapter 5: Networking Fundamentals 1523
Chapter 6: Introduction to TCP/IP 1525
Chapter 7: Wireless and SOHO Networks 1527
Chapter 8: Network Services, Virtualization, and
Cloud Computing 1529
Chapter 9: Laptop and Mobile Device Hardware 1531
Chapter 10: Mobile Connectivity and Application Support 1533
Chapter 11: Troubleshooting Methodology and
Resolving Core Hardware Problems 1535
Chapter 12: Hardware and Network Troubleshooting 1537
Chapter 13: Operating System Basics 1539
Chapter 14: Windows Configuration 1540
Chapter 15: Windows Administration 1543
Chapter 16: Working with macOS and Linux 1545
Chapter 17: Security Concepts 1547
Chapter 18: Securing Operating Systems 1549
Chapter 19: Troubleshooting Operating Systems and Security 1551
Chapter 20: Scripting and Remote Access 1554
Chapter 21: Safety and Environmental Concerns 1556
Chapter 22: Documentation and Professionalism 1558
Appendix B Answers to Performance-Based
Questions 1561
Chapter 1: Motherboards, Processors, and Memory 1562
Chapter 2: Expansion Cards, Storage Devices, and
Power Supplies 1563
Chapter 3: Peripherals, Cables, and Connectors 1563
Chapter 4: Printers and Multifunction Devices 1564
Chapter 5: Networking Fundamentals 1565
Chapter 6: Introduction to TCP/IP 1566
Chapter 7: Wireless and SOHO Networks 1566
Chapter 8: Network Services, Virtualization, and
Cloud Computing 1567
Chapter 9: Laptop and Mobile Device Hardware 1568
Chapter 10: Mobile Connectivity and Application Support 1568
Chapter 11: Troubleshooting Methodology and Resolving Core
Hardware Problems 1569
Chapter 12: Hardware and Network Troubleshooting 1569
Chapter 13: Operating System Basics 1570
Chapter 14: Windows Configuration 1570
Chapter 15: Windows Administration 1571
Chapter 16: Working with macOS and Linux 1575
Chapter 17: Security Concepts 1577
Chapter 18: Securing Operating Systems 1577
Chapter 19: Troubleshooting Operating Systems and Security 1578
Chapter 20: Scripting and Remote Access 1578
Chapter 21: Safety and Environmental Concerns 1579
Chapter 22: Documentation and Professionalism 1579
Index 1581
Table of Exercises
Exercise 2.1 Removing an Internal Storage Device 115
Exercise 2.2 Installing an Internal Storage Device 116
Exercise 2.3 Removing a Power Supply 130
Exercise 3.1 Changing the Refresh Rate in Windows 10 143
Exercise 3.2 Changing the Settings for Multiple Monitors 148
Exercise 4.1 Identifying the Parts of an Inkjet Printer 203
Exercise 4.2 Installing a USB Printer in Windows 10 239
Exercise 4.3 Installing a TCP/IP Printer in Windows 10 242
Exercise 4.4 Determining if Bonjour Is Installed in Windows 244
Exercise 4.5 Scanning a Document to Google Drive 250
Exercise 4.6 Using an Inkjet Cleaning Solution 255
Exercise 4.7 Installing Memory into a Laser Printer 258
Exercise 5.1 Pricing Network Cables 313
Exercise 7.1 The Cost of Networking 422
Exercise 7.2 Installing an Internal NIC in Windows 10 422
Exercise 8.1 Configuring Windows 10 to Use a Proxy Server 477
Exercise 8.2 Using Google’s Cloud Services 497
Exercise 8.3 Enabling Hyper-V in Windows 10 503
Exercise 8.4 Installing VirtualBox and Lubuntu on Windows 10 508
Exercise 9.1 Removing Speakers from a Laptop 536
Exercise 9.2 Removing the Display Assembly 544
Exercise 9.3 Removing the Display Panel 546
Exercise 9.4 Removing the Motherboard from a Laptop 549
Exercise 9.5 Replacing Laptop Memory 553
Exercise 9.6 Removing an M.2 SSD from a Laptop 557
Exercise 9.7 Removing a Laptop Keyboard 560
Exercise 9.8 Disabling a Touchpad in Windows 10 563
Exercise 9.9 Removing an Internal Laptop Battery 568
Exercise 9.10 Removing the System Fan 572
Exercise 9.11 Removing the CPU Heat Sink 573
Exercise 9.12 Removing the Wireless NIC 574
Exercise 9.13 Removing the CMOS Battery 575
Exercise 9.14 Flashing the System BIOS 576
Exercise 10.1 Connecting an iPhone to a Wi-Fi
Network 609
Exercise 10.2 Connecting an Android Phone to a Wi-Fi
Network 611
Exercise 10.3 Disabling Cellular Use for Data Networking on an iPhone 614
Exercise 10.4 Disabling Cellular Use for Data Networking in Android OS 616
xxvi Table of Exercises
Exercise 10.5 Setting Up a VPN in Android 619
Exercise 10.6 Pairing an Android Device with a Windows Laptop 623
Exercise 10.7 Pairing an iPhone with a Vehicle’s Sound System 632
Exercise 10.8 Configuring Location Services in iOS 638
Exercise 10.9 Email Account Configuration on an iPhone 645
Exercise 10.10 Email Account Configuration in Android 648
Exercise 10.11 Enabling ActiveSync in iOS 658
Exercise 11.1 Troubleshooting Practice 707
Exercise 12.1 Using a S.M.A.R.T Software Utility in Windows 729
Exercise 12.2 Stopping and Restarting the Print Spooler in Windows 10 775
Exercise 12.3 Renewing an IP Address in Windows 10 787
Exercise 12.4 Renewing an IP Address from the Command Line 789
Exercise 12.5 Using the net share Command in Windows 795
Exercise 13.1 Changing a Screen Saver in Windows 854
Exercise 13.2 Auto-Hiding the Taskbar 856
Exercise 13.3 Starting a Program from the Run Window 859
Exercise 14.1 Working with Task Manager 887
Exercise 14.2 Working with Performance Monitor 896
Exercise 14.3 Changing the Time Zone 908
Exercise 14.4 Showing Hidden Files and Folders 913
Exercise 15.1 Command-Line
Directory Management 1015
Exercise 15.2 Running chkdsk within Windows 1025
Exercise 15.3 Running chkdsk at the Command Line 1026
Exercise 16.1 Installing Applications on macOS 1063
Exercise 16.2 Uninstalling Applications on macOS 1065
Exercise 16.3 Working with Files 1103
Exercise 17.1 Testing Your Antimalware 1153
Exercise 17.2 Testing Social Engineering 1160
Exercise 18.1 Examining a Security Token 1207
Exercise 18.2 Examining File Permissions 1214
Exercise 18.3 Working with File Hashes 1230
Exercise 18.4 Setting the Passcode Lock on an iPhone 1255
Exercise 18.5 Setting the Passcode Lock on an Android Phone 1255
Exercise 19.1 Reviewing Reliability Monitor 1288
Exercise 19.2 Manually Creating a Restore Point in Windows 1304
Exercise 20.1 Creating and Running a Windows Batch Script 1356
Exercise 20.2 Creating Your First PowerShell Script 1360
Exercise 21.1 Finding Trip Hazards 1413
Exercise 21.2 Finding MSDSs 1425
Exercise 22.1 Understanding Punctuality 1501
Exercise 22.2 Surprise Someone 1505
