IT Essentials: PC Hardware and Software v4.1 Mapping to CompTIA A+ 220-702 Objectives 1.0 Hardware 1.1 Given a scenario, install, configure and maintain personal computer components Storage devices o HDD 11.3.6, 11.4.5 - SATA 11.3.6, 11.4.5 - PATA 11.3.6, 11.4.5 - Solid state 11.3.6 o FDD 11.3.6 o Optical drives 11.3.6 - CD / DVD / RW / Blu-Ray 11.3.6 o Removable 11.3.6 o External 11.3.6 Motherboards o Jumper settings 11.4.1 o CMOS battery 11.4.1 o Advanced BIOS settings 11.4.1 o Bus speeds 11.3.2 o Chipsets 11.3.2 o Firmware updates 11.4.1 o Socket types 11.3.2, 11.4.1 o Expansion slots 11.3.2, 11.4.1 o Memory slots 11.3.4, 11.4.1 o Front panel connectors 11.4.1 o I/O ports 11.3.7 - Sound, video, USB 1.1, USB 2.0, serial, 11.3.7 IEEE 1394 / Firewire, parallel, NIC, modem, PS/2) Power supplies o Wattages and capacity 11.3.1 o Connector types and quantity 11.3.1 o Output voltage 11.3.1 Processors o Socket types 11.3.3, 11.4.2 o Speed 11.3.3 o Number of cores 11.3.3 o Power consumption 11.3.3 o Cache 11.3.3 o Front side bus 11.3.3 o 32bit vs. 64bit 11.3.3 2010 Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information. Page 1 of 10
Adapter cards o Graphics cards 11.3.5 o Sound cards 11.3.5 o Storage controllers 11.3.5 - RAID cards (RAID array levels 0,1,5) 11.3.5 - esata cards 11.3.5 o I/O cards 11.3.5 - Firewire 11.3.5 - USB 11.3.5 - Parallel 11.3.5 - Serial 11.3.5 o Wired and wireless network cards 11.3.5 o Capture cards (TV, video) 11.3.5 o Media reader 11.3.6, 11.4.5, 11.6.2 Cooling systems 11.3.3, 11.4.2 o Heat sinks 11.4.2 o Thermal compound 11.4.2 o CPU fans 11.3.3, 11.4.2 o Case fans 11.3.3, 11.4.2 1.2 Given a scenario, detect problems, troubleshoot and repair/replace personal computer components Storage devices 11.6.3 o HDD 11.6.2 - SATA 11.4.5 - PATA 11.4.5 - Solid state 11.3.6 o FDD 11.6.2 o Optical drives 11.6.2 - CD / DVD / RW / Blu-Ray 11.6.2 o Removable 11.6.2 o External 11.6.2 Motherboards o Jumper settings 11.6.2 o CMOS battery 11.6.2 o Advanced BIOS settings 11.4.4 o Bus speeds 11.6.2 o Chipsets 11.3.2 o Firmware updates 11.6.2 o Socket types 11.6.2 o Expansion slots 11.3.2 o Memory slots 11.4.3 o Front panel connectors 11.6.2 o I/O ports 11.6.2 2010 Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information. Page 2 of 10
- Sound, video, USB 1.1, USB 2.0, serial, IEEE 1394 / Firewire, parallel, NIC, modem, PS/2) 11.6.2 Power supplies o Wattages and capacity 11.6.2 o Connector types and quantity 11.3.1 o Output voltage 11.6.2 Processors o Socket types 11.6.2 o Speed 11.6.2 o Number of cores 11.6.2 o Power consumption 11.6.2 o Cache 11.3.3 o Front side bus 11.6.2 o 32bit vs. 64bit 11.6.2 Memory 11.4.3, 11.6.2 Adapter cards o Graphics cards - memory 11.6.2 o Sound cards 11.6.2 o Storage controllers 11.3.5, 11.6.2 - RAID cards 11.3.5, 11.6.2 - esata cards 11.3.5, 11.3.6,11.6.2 o I/O cards 11.3.5, 11.6.2 - Firewire 11.3.5, 11.6.2 - USB 11.3.5, 11.6.2 - Parallel 11.3.5, 11.6.2 - Serial 11.3.5, 11.6.2 o Wired and wireless network cards 11.6.2 o Capture cards (TV, video) 11.6.2 o Media reader 11.6.2 Cooling systems 11.6.2 o Heat sinks 11.6.2 o Thermal compound 11.6.2 o CPU fans 11.6.2 o Case fans 11.3.3 1.3 Given a scenario, install, configure, detect problems, troubleshoot and repair/replace laptop components Components of the LCD including inverter, screen 13.5.2 and video card Hard drive and memory 13.3.3, 13.3.4, 13.5.2 Disassemble processes for proper re-assembly 13.5.2 o Document and label cable and screw locations 13.5.2 2010 Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information. Page 3 of 10
o Organize parts 13.5.2 o Refer to manufacturer documentation 13.5.2 o Use appropriate hand tools 13.5.2 Recognize internal laptop expansion slot types 13.5.2 - in Figures 2 and 3, not Figure 1 Upgrade wireless cards and video card 13.5.2 Replace keyboard, processor, plastics, pointer devices, heat sinks, fans, system board, CMOS battery, speakers 13.5.2, 13.5.3 1.4 Given a scenario, select and use the following tools Multimeter 11.2.2 Power supply tester 11.2.2 Specialty hardware / tools 11.2.2 Cable testers 11.2.2 Loop back plugs 11.2.2 Anti-static pad and wrist strap 11.2.2 Extension magnet 11.2.2 1.5 Given a scenario, detect and resolve common printer issues Symptoms 14.6.3 o Paper jams 14.6.2 o Blank paper 14.5.4, 14.6.2 o Error codes 14.5.4, 14.6.1, 14.6.3 o Out of memory error 14.4.1 o Lines and smearing 14.6.2 o Garbage printout 14.6.2 o Ghosted image 14.6.2 o No connectivity 14.3.2 Issue resolution 14.6.2 o Replace fuser 14.5.1 o Replace drum 14.6.2 o Clear paper jam 14.6.2 o Power cycle 14.6.1 o Install maintenance kit (reset page count) 14.5.1 o Set IP on printer 14.3.2 o Clean printer 14.5.3 2010 Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information. Page 4 of 10
2.0 Operating Systems - unless otherwise noted, operating systems referred to within include Microsoft Windows 2000, Windows XP Professional, XP Home, XP MediaCenter, Windows Vista Home, Home Premium, Business and Ultimate. 2.1 Select the appropriate commands and options to troubleshoot and resolve problems MSCONFIG 12.2.9 DIR 12.2.9 CHKDSK (/f /r) 12.2.9 EDIT 12.2.9 COPY (/a /v /y) 12.2.9 XCOPY 12.2.9 FORMAT 12.2.9 IPCONFIG (/all /release /renew) 15.5.3 PING (-t l) 15.5.3 MD / CD / RD 12.2.9 NET 15.5.3 TRACERT 15.5.3 NSLOOKUP 15.5.3 [command name] /? 12.2.9 SFC 12.2.9 2.2 Differentiate between Windows Operating System directory structures (Windows 2000, XP and Vista) User file locations 12.1.3 System file locations 12.1.3 Fonts 12.1.3 Temporary files 12.1.3 Program files 12.1.3 Offline files and folders 12.1.3 2.3 Given a scenario, select and use system utilities / tools and evaluate the results Disk management tools 12.2.3, 12.2.4 o DEFRAG 12.2.4 o NTBACKUP 16.4.3 o Check Disk 12.2.4 Disk Manager 12.2.3 o Active, primary, extended and logical 12.2.3 partitions o Mount points 12.2.3 o Mounting a drive 12.2.3 o FAT32 and NTFS 12.2.3 2010 Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information. Page 5 of 10
Drive Status 12.2.3 - Foreign drive 12.2.3 - Healthy 12.2.3 - Formatting 12.2.3 - Active unallocated 12.2.3 - Failed 12.2.3 - Dynamic 12.2.3 - Offline 12.2.3 - Online 12.2.3 System monitor 12.2.4 Administrative tools 12.2.4 o Event Viewer 12.2.4 o Computer Management 12.2.4 o Computer Management 12.2.4 o Services 12.2.4 o Performance Monitor 12.2.4 Devices Manager 12.2.4 o Enable 12.2.4 o Disable 12.2.4 o Warnings 12.2.4 o Indicators 12.2.4 Task Manager 12.2.4 o Process list 12.2.4 o Resource usage 12.2.4 o Process priority 12.2.4 o Termination 12.2.4 System Information 12.2.4 System restore 12.4.2 Remote Desktop Protocol (Remote Desktop / 12.2.4 Remote Assistance) Task Scheduler 12.4.1 Regional settings and language settings 12.2.4 2.4 Evaluate and resolve common issues 12.5.3 Operational Problems 12.5.2 o Windows specific printing problems 14.6.1, 14.6.2 - Print spool stalled 14.6.1, 14.6.2 - Incorrect / incompatible driver form print 14.2.2 o Auto-restart errors 12.5.2 o Bluescreen error 12.5.2 o System lock-up 12.5.2 o Devices drivers failure (input / output devices) 12.5.2 o Application install, start or load failure 12.5.2 o Service fails to start 12.5.2 2010 Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information. Page 6 of 10
Error Messages and Conditions 12.5.2 o Boot 12.5.2 - Invalid boot disk 12.5.2 - Inaccessible boot drive 12.5.2 - Missing NTLDR 12.5.2 o Startup 12.5.2 - Device / service failed to start 12.5.2 - Device / program in registry not found 12.5.2 o Event viewer (errors in the event log) 12.2.4 o System Performance and Optimization 12.5.2 - Aero settings 12.5.2 - Indexing settings 12.5.2 - UAC 12.5.2 - Side bar settings 12.5.2 - Startup file maintenance 12.5.2 - Background processes 12.5.2 3.0 Networking 3.1 Troubleshoot client-side connectivity issues using 15.8.3 appropriate tools TCP/IP settings 15.8.2 o Gateway 15.8.2 o Subnet mask 15.8.2 o DNS 15.8.2 o DHCP (dynamic vs.static) 15.8.2 o NAT (private and public) 8.3.3 Characteristics of TCP/IP 15.8.2 o Loopback addresses 15.8.2 o Automatic IP addressing 15.8.2 Mail protocol settings 15.8.2 o SMTP 15.8.2 o IMAP 15.8.2 o POP 15.8.2 FTP settings 15.8.2 o Ports 15.8.2 o IP addresses 15.8.2 o Exceptions 15.8.2 o Programs 15.8.2 Proxy settings 16.5.2 o Ports 16.5.2 o IP addresses 16.5.2 o Exceptions 16.5.2 o Programs 16.5.2 2010 Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information. Page 7 of 10
Tools (use and interpret results) 15.8.2 o Ping 15.8.2 o Tracert 15.5.3, 15.8.2 o Nslookup 15.5.3 o Netstat 15.5.3 o Net use 15.5.3 o Net /? 15.5.3 o Ipconfig 15.4.1, 15.8.2 o telnet 15.8.2 o SSH 15.8.2 Secure connection protocols 15.8.2 o SSH 15.8.2 o HTTPS 15.8.2 Firewall settings 16.5.2 o Open and closed ports 16.5.2 o Program filters 16.5.2 3.2 Install and configure a small office home office (SOHO) network Connection types 15.3.2, 15.5.1 o Dial-up 15.3.2 o Broadband 15.3.2 - DSL 15.3.2 - Cable 15.3.2 - Satellite 13.1.5, 15.3.2 - ISDN 15.3.2 o Wireless 15.5.1 - All 802.11 15.5.2 - WEP 16.3.1 - WPA 16.3.1 - SSID 15.5.2 - MAC filtering 16.3.1 - DHCP settings 15.5.1 o Routers / Access Points 15.3.4 - Disable DHCP 15.5.2 - Use static IP 15.5.2 - Change SSID from default 16.3.1 - Disable SSID broadcast 15.5.2 - MAC filtering 16.3.1 - Change default username and password 16.3.1 - Update firmware 15.5.2 - Firewall 16.3.1 o LAN (10/100/1000BaseT, Speeds) 15.3.1 o Bluetooth (1.0 vs. 2.0) 13.1.1 o Cellular 13.1.3 2010 Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information. Page 8 of 10
o Basic VoIP (consumer applications) 15.2.2 Basics of hardware and software firewall 16.3.1 configuration o Port assignment / setting up rules 16.3.1, 16.3.2 (exceptions) o Port forwarding / port triggering 16.3.1 Physical installation 15.5.2 o Wireless router placement 15.5.2 o Cable length 15.5.2 4.0 Security 4.1 Given a scenario, prevent, troubleshoot and remove viruses and malware 16.5.3 Use antivirus software 16.5.2 Identify malware symptoms 16.5.2 Quarantine infected systems 16.5.2 Research malware types, symptoms and 16.5.2 solutions (virus encyclopedias) Remediate infected systems 16.5.2 Update antivirus software, educate end user 16.5.2 o Signature and engine updates 16.5.1, 16.5.2, 12.4.1 o Automatic vs. manual 16.5.2 Schedule scans 16.5.2 Repair boot blocks 16.5.2 Scan and removal techniques 16.5.2 o Safe mode 16.5.1, 16.5.2 o Boot environment 16.5.2 Educate end user 16.1.1, 16.1.2, 16.1.3 4.2 Implement security and troubleshoot common 16.5.3 issues Operating systems 16.3.1 o Local users and groups: Administrator, 16.3.1 Power Users, Guest, Users o Vista User Access Control (UAC) 16.5.2 o NTFS vs. Share permissions 16.3.1 - Allow vs. deny 16.3.1 - Different between moving and copying 16.3.1 folders and files - File attributes 16.3.1 o Shared files and folders 16.3.1 - Administrative shares vs. local shares 16.5.2 - Permission propagation 16.5.2 - Inheritance 16.5.2 o System files and folders 12.1.3 2010 Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information. Page 9 of 10
o Encryption (Bitlocker, EFS) 16.5.2 o User authentication 16.5.2 System 16.5.2 o BIOS security 16.5.2 - Drive lock 16.5.2 - Passwords 16.5.2 - Intrusion detection 16.1.3 - TPM 16.5.2 2010 Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information. Page 10 of 10