HP Certified Professional

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1 HP Certified Professional Servicing HP Mobile Computing Products Beta (HP1-525) Exam Preparation Guide Purpose of the exam prep guide The intent of this guide is to set expectations about the content and the context of the exam and to help candidates prepare for the exam. In this guide, you will find recommended HP training courses, reference and study material to help you achieve a successful passing score. Studies conducted by HP and Prometric show that a combination of course attendance and self-study maximizes the likelihood of passing the exam on the first attempt. Audience This exam is for warranty and services delivery personnel with at least 6 months experience. These individuals perform basic support/repair to restore mobile computing products to an operational level as from factory. Examples of these job roles are: HP Authorized Service Partners, Self Maintainer Customers, HP Call Center Engineers, HP Call Center Agents, Outsourced Call Center Agents, HP Services Field Engineers. General areas of content include: Explain and recognize fundamental architectures and technologies of Mobile Computing products Recognize and describe HP products Install, configure, startup and upgrade solution components Troubleshoot the problem and perform repair and replace Perform administrative and operational tasks Manage using hp tools and resources Certification requirements This Servicing HP Mobile Computing Products Beta (HP1-525) is one of the core requirements to be certified as an Accredited Platform Specialist. 1

2 This level of certification is based on remedial maintenance for the purpose of restoring consumer and business class hardware to operational levels. The ideal candidate is anyone who provides warranty/maintenance support on HP Mobile Computing products. Prerequisites CompTIA A+ Certification Exam Registration! This exam is available at Prometric. Exam details This Servicing HP Mobile Computing Products Beta (HP1-525) is a beta exam. This means that you will see all the questions in the exam pool. During the final live exam, you will see only those items that remain after the beta test. You will receive a score report with your results after beta testing is complete which you can use to identify areas of strength and learn about areas to improve upon for the live exam. Please allow approximately 2-3 months after you have taken the beta exam to receive your score report. At the beginning of the exam, you will be asked to answer several survey questions. The survey has been designed to assist the exam development team define the final exam forms and set the passing score. Your honest responses will assist the exam team in properly tailoring this exam to the appropriate audience.! Number of items: 190! Item types: Multiple choice and drag and drop! Time commitment: 4 hours! Reference Material: No on-line or hardcopy reference material will be allowed at the testing site.! Reference Material: No on-line or hard copy reference material will be allowed at the testing site. Comments on the exam During the exam, participants can make specific comments about the items (i.e., accuracy, appropriateness to audience, etc). HP welcomes these comments as part of our continuous improvement process. 2

3 Exam content The following testing objectives represent the specific areas of content covered in the exam. Use this outline to guide your study and to check your readiness for the exam. The exam measures your understanding of these areas. 3

4 Servicing HP Mobile Computing Products Beta (HP1-525) 1.0 Explain and recognize fundamental architectures and technologies of mobile computing. 1.1 Recognize the performance of mobile computing components and technologies Identify power subsystems Identify Batteries Describe Battery Type (e.g.,cmos) Define limitations of Charging / Discharging Describe AC Adapters External Auto-Switching Define Power Management ACPI Power Management Modes On (S0) Standby (S3) Save to RAM (S2R) Hibernate (S4) Shutdown (S5) Evaluate Battery Management Low Battery Level Warning Low Battery Level Warning Identify PCMCIA technology Form Factor Three types Voltage Functionality 1.3. Identify Display technology (LCD Panels) TFT HPA 1.4. Identify Input Devices Touchpads Pointing Sticks Dual Device Active Pen (Tablet PC) Touch Screen 1.5. Describe Infrared technology and limitations Consumer Fast Slow 1.6. Identify Mobile Processors Pentium M Transmeta (Tablet PC) AMD Athlon XP Armstrong X-Scale 1.7. Define networking and communications technology terminology Network cards (NIC) Telephony 4

5 Modems Cellular/mobile GSM GPRS UMTS Wireless Bluetooth WiFi Infrared 1.8. Describe Handheld technology Identify Storage / Memory ROM RAM SD RAM SD I/O Compact Flash Describe Input / Output devices Stylus Keyboards 1.9. Describe Security Features Drive-Lock Cable Lock Fingerprint scanner 2.0 Recognize and describe hp products. 2. Recognize and Describe HP Products 2.1 Identify HP Notebook and Handheld Families Identify the notebook product families Identify the Tablet PCs Active Pen (Tablet PC) Identify the ipaq Handhelds 2.2 Identify ipaq Handheld options Expansion Jackets Cradles 2.3 Identify HP Wireless MultiPort Modules 2.4 Distinguish among HP Docking Options MEU Expansion Base Advanced Port Replicator USB Port Replicator Quick Dock 2.5 Recognize Storage Devices MultiBay External MultiBay FutureBay USB Floppy Drive 2.6 Describe mobile computing compatibility options 2.7 Identify Customer Replaceable Components (EURP) 2.8 Recognize the HP supported operating systems XP Home and Professional Windows

6 2.8.3 Windows Me Windows Recognize HP preinstalled applications Commercial, consumer, and SMB 2.10 Recognize HP-supported Third-Party Components Listed on HP.com 2.11 Identify Service Entitlements and Resources Standard Warranties Additional Warranties Contracts Warranty and service upgrade (e.g. Carepaqs -country specific) 2.12 Interpret Model Naming Conventions and Serial Numbers Serial Numbers Model Numbers 2.13 Describe HP Security Features Software Security Install, configure, start up and upgrade solution components. 5. Install, configure, startup and upgrade solution components 5.1 Identify Safety precautions Ensure Personal and Data Safety Ensure Electrical Shock protection Observe ESD precautions 5.2 Restore HP factory Image Recognize QuickRestore Functionality 5.3 Configure BIOS and Setup Identify and Access BIOS Configure BIOS Features 5.4 Update to the latest BIOS and Firmware Flash the ROM Locate updates 5.5 Install Drivers Locate Drivers Follow Readme Instructions 5.6 Upgrade memory Identify Memory Placement procedures 7.0 Troubleshoot the problem and perform repair and replace. 7.1 Recognize and apply 6-step troubleshooting methodology Collect data Evaluate the data to determine potential subsystems causing the issue Develop and optimize action plan Execute the action plan Determine if the problem is solved Implement preventive measures 7.2 Apply technical troubleshooting procedures Verify serial/product number Re-state the issue 6

7 7.2.3 Check repair history Ask questions to gather information Identify how long has issue been going on Determine if there have been any changes to the system or environment Determine what steps are needed to reproduce the issue Identify HP provided software/os Determine why the customer is asking the question Example: why do you need to know if a zip drive works upside down? Reproduce the problem 7.3 Determine the application requirements Identify minimum system requirements Operating system Hardware/Firmware Software dependencies Drivers 7.4 Check and configure the BIOS Use proper key sequence to access the BIOS (e.g.,f10) Determine if BIOS version is current/latest Determine if faulty device is identified by the system BIOS Verify that BIOS reflects proper settings for the customer situation Reset the BIOS to default, if necessary 7.5 Create an understandable report for the customer Relay brief repair information to the customer in simplified terms 7.6 Determine if third party components are related to customer problem Remove third party component Remove third party component related drivers and software 7.7 Determine if issue is hardware or software related Identify where the issue occurs OS bootable/accessible? Error occurs before OS loads? Analyze beep codes and error messages Use OS diagnostic boot modes Use OS based diagnostic tools (i.e. device manager; MSD) View OS error logs Run HP provided diagnostic tools Swap hard drive with operational system to narrow down issue Example: if issue follows the hard drive not a hardware issue Ask the customer if a custom image is being used 7.8 Determine why hardware is not seen by the system Perform visual inspection of the unit Check dip switch settings Check cable connections Determine if components are properly seated Identify physical damage Identify if driver is needed/loaded Determine if configuration is supported Identify at what level component is not recognized Determine if HW seen at BIOS/System level Determine if HW seen at OS level Determine if HW is seen by HP provided diagnostics 7.9 Differentiate printer issues from mobile computing issues 7

8 7.9.1 Identify network or local printer Determine if there are devices between the local printer and the printer port (e.g. switches) Verify drivers loaded for the printing device Determine type of direct printer connection Parallel Correct Type of Cable Correct BIOS settings applied Correct OS/Port settings applied Serial USB WIFI Bluetooth Infrared Connect known good printer to system (if available) 7.10 Follow up on errors that occur during initial repair Deduce if replacement HW DOA Determine if new hw requires further configuration Identify if issue initially misdiagnosed 7.11 Interpret diagnostic results Determine false failures due to misidentified hw Determine if diagnostic version current and appropriate Verify media failures not due to no media in drive 7.12 Interpret a boot log file (AIS) Verify correct boot device is set 7.13 Troubleshoot Graphics Issues Determine if the issue is a internal or external problem Swap with known good external monitor/cable Determine limitations of graphics hw and associated drivers Resolution Refresh rate Color depth Determine if the internal display is faulty Check that cables are secured Insure that the display is set for internal mode (fn+f4) Test video with a know good external display Verify the external monitor capable of supporting graphic card resolution Identify proper cabling Check if switch box or direct cabling is used Determine point of failure Check to see if unit was scanned for viruses No Video at Boot Identify the LEDs on the notebook Identify if there are any beep codes at boot Verify video memory is properly seated Check monitor for any status messages No Video in OS Verify base functionality in OS diagnostic boot modes Bad/Distorted display Driver configured properly Check for environmental interference (e.g., cell phone) 8

9 Verify the correct driver for video card installed 7.14 Troubleshooting system restore/recovery issues Identify if utilizing correct media Determine if media is damaged Determine point of failure Determine if the quick restore media boots Identify that BIOS is set appropriately for booting from cd Try another bootable media if available Verify hard drive is seen in BIOS and FDISK Recognize if restore loops or locks up Swap memory with known good Swap hard drive with known good Swap CD ROM drive with known good 7.15 Troubleshoot system lockups Identify when lock up occurs Occurs after OS load determine if occurs only in specific application Boot in to Safe Mode (where applicable) Check Task Manager Check Performance Monitor Check for driver updates Identify Service Pack version of OS (if applicable) Clear startup folder Swap drive with known good from like system Restore OS Disable power management features swap processor if lock up occurs Lockup occurs before OS loads Swap processor with known good Re-seat processor and heatsink Swap processor with known good Check fans for functionality 7.16 Troubleshoot reboot issues Plug directly in to outlet Identify OS related issue Perform clean boot of system Perform OS diagnostic boot modes Swap memory with known good Upgrade/downgrade BIOS 7.17 Troubleshoot network connectivity Verify LED status Verify OS identifies the NIC Identify network protocols TCP/IP Ipconfig/WINIPCFG Ping Check that NIC drivers are current Remove and redetect NIC and related software/drivers Force NIC driver to fixed settings Verify proper cabling Use cross over cable if available 9

10 Connect cable to another port on hub/switch Swap cable Swap NIC (if applicable) Try different manufacturer s NIC Verify Network login and attempt to browse the network 7.18 Explain the troubleshooting process to customer First troubleshoot then exchange parts if necessary Adapt language to customer expectations 7.19 Verify Docking solutions MEU Port replicator (USB) Advanced port replicator 7.20 Troubleshoot PCMCIA devices Type Calibrate battery Run battery calibration utility 7.22 Troubleshoot ipaq Soft reset Hard reset Update active sync 7.23 Troubleshooting Input/Ouput devices Tablet PC Pen Touch pad Point stick Touch screen Keyboard Mouse/PS2 or USB 7.25 Update ROM (follow ROM update instructions) 8.0 Perform administrative and operational tasks. 8. Perform administrative and operational tasks 8.1 Identify OS Windows OS, press F Create and review boot-log file 8.2 Determine the significance of various patches Identify OS and related sources Locate available/latest patches Web CD Review HP and vendor info Customer notifications Microsoft Information Apply if needed 8.3 Enable / Disable the drivers and services in the various OS Supported Microsoft operating system 8.4 Find basic system information in OS Computer management SysInfo WinMSD 8.5 Install soft packs and patches Identify Hardware 10

11 8.5.2 Identify Operating System Locate patch Follow Readme instructions Install patch 8.6 Restore hp factory image (OS and applications) Identify previous installed OS and Unit Identify correct process or CD s 8.7 Inform the customer of the quick restore procedure 8.8 Identify where to find help for HP bundled software 9.0 Manage using hp tools and resources. 9.1 Identify the appropriate diagnostic tools HP-Diagnostics for Windows DMI Tools CRU (Configuration Record Utility) 9.2 Determine how Partner can contact HP Support Apply the different methods of contact Phone Web Hp channel services network 9.3 Locate replacement part numbers Locate part numbers on the faulty part Spare part number Assembly part number Consult all available resources 9.4 Locate Resources and documentation HP web sites Service Quick Reference Guide (SQRG) User Guide Technical Reference Guide Maintenance and Service Guide Customer-, Service-, Engineering Advisory / Service Notes Cybrary (available to partners via CD) QuickFind Primus / Ask HP PC-Tracker ( Quick Troubleshooting Guide Quick Specs 9.5 Confirm service entitlement Recognize that there are different levels Warranty Enhanced Warranty Contracts Locate warranty verification database HP channel services network Check Customer PoP (proof of purchase) 9.6 Determine when to escalate Identify the applicable procedure in your region Parts logistics procedure Call Center escalation procedure 11

12 Customer satisfaction escalation procedure Recommended Training and Study References This section lists training courses and documents that can help you acquire a majority of the knowledge and skills needed to pass the exam. You must also gain the practical experience outlined in this guide You are not required to take the courses listed in this section. However, HP strongly recommends that you attend the classes, participate in class labs, and thoroughly review all course material and documents before taking the exam, even if you believe you have sufficient on-the-job experience. Instructor-Led Training Use the information in this guide and the practical experience you have gained to determine your need for the instructor-led training. Title Course Number How to Enroll Servicing HP Mobile Computing Products (BETA VERSION) # Web-based Training Self-paced training and technical documentation may provide appropriate learning alternatives to instructor-led training for more experienced candidates. Title Course Number How to Enroll Servicing HP Mobile Computing Products (BETA VERSION) # (Also includes a downloadable PDF Student Guide) 12

13 Other Reference Material Title Maintenance and Service Guide (MSG) Source/Order Number nce_guides/index.html HP PartSurfer - Online connection for up-to-date HP service parts information and more reference data. HP Website for all service and support information Conclusion HP wishes you success in the HP Certified Professional Program and in passing the exam for which you are preparing. 13

HP Certified Professional

HP Certified Professional 5 Basics for UNIX HP0-608 Exam Preparation Guide Purpose of the exam prep guide Audience The intent of this guide is to set expectations about the content and the context of the