® ®

CompTIA A+
Certification
A Comprehensive
Approach for all 2006 Exam
Objectives

Student Manual
Volume 1
CompTIA® A+® Certification: A
Comprehensive Approach for all 2006
Exam Objectives
Part Number: NH85820 (CWEE)
Course Edition: 1.1

NOTICES
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The logo of the CompTIA Authorized Quality Curriculum (CAQC) Program and the status of this or other training material as “Authorized” under the CompTIA Authorized Quality
Curriculum Program signifies that, in CompTIA’s opinion, such training material covers the content of CompTIA’s related certification exam. CompTIA has not reviewed or
approved the accuracy of the contents of this training material and specifically disclaims any warranties of merchantability or fitness for a particular purpose. CompTIA makes no
guarantee concerning the success of persons using any such “Authorized” or other training material in order to prepare for any CompTIA certification exam.

The contents of this training material were created for the CompTIA A+ certification exam numbers 220-601, 220-602, 220-603, and 220-604, covering CompTIA certification
exam objectives that were current as of 2006.

How to Become CompTIA Certified: This training material can help you prepare for and pass a related CompTIA certification exam or exams. In order to achieve CompTIA
certification, you must register for and pass a CompTIA certification exam or exams. In order to become CompTIA certified, you must:
1. Select a certification exam provider. For more information, please visit www.comptia.org/certification/general_information/test_locations.aspx.

2. Register for and schedule a time to take the CompTIA certification exam(s) at a convenient location.

3. Read and sign the Candidate Agreement, which will be presented at the time of the exam(s). The text of the Candidate Agreement can be found at www.comptia.org/certification/general_information/
candidate_agreement.aspx.

ii
 CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

4. Take and pass the CompTIA certification exam(s).

For more information about CompTIA’s certifications, such as its industry acceptance, benefits, or program news, please visit www.comptia.org/certification.

CompTIA is a not-for-profit Information Technology (IT) trade association. CompTIA’s certifications are designed by subject matter experts across the IT industry.
Each CompTIA certification is vendor-neutral, covers multiple technologies, and requires demonstrations of skills and knowledge widely sought after by the IT
industry. To contact CompTIA with any questions or comments, please call 1-630–678–8300 or email [email protected].

iii
Your Classroom Learning experience is just one part of the New Horizons learning solution; an enriching, dynamic
and valuable experience that includes Web-based resources during and after class.
The New Horizons learning solution includes online resources such as assessments, eCourseware and self-study
tutorials, making it the finest and most robust learning environment available.
A full electronic version of the user manual - eCourseware - is available for reference and use post-class. Updates to
the content within the eCourseware manual are automatic, providing you with access to the latest version of the
course material at all times.
To access eCourseware and other online resources for this class, visit www.newhorizons.com and select Student
Resources. New Horizons Learning Port a hosted, Web-based platform supports the delivery and management of
your post-class resources. For more information about other available learning options, contact your local New
Horizons Computer Learning Center.

(Note: Access keys are case-sensitive and must be entered exactly as displayed.)

To access your online resources:

1. Go to the New Horizons homepage at www.newhorizons.com.
2. Click the Student Resources link on the lower left side of the New Horizons homepage.
3. Click on the Learning Port link to log in to the site.
4. Log in to the Learning Port using one of the options below:
Option 1: Returning User -- if you have an existing classroom Learning Port account, enter your
Username and Password in the Registered Student area and click Login.
a) Once you are successfully logged in to Learning Port, the homepage will display.
b) Enter the Access Key box and click on Send.
c) Your online learning resources will be added to your Catalog.
-OR-
Option 2: New User -- if you are a new classroom Learning Port user, you will need to complete
the Personal Information form.
a) Begin by clicking on the Enroll button. The Access Key box will display.
b) Enter the Access Key in the Access Key box and click on Send.
c) The Personal Information form will display. Enter your information and click on Submit.
(Note: Remember to write down your Username and Password for future reference. This login will be used to
access post class resources for current and future classes.)
d) The student login page will display. Enter the Username and Password you created in your
new student profile and click Login.
e) Your online learning resources will be added to your Catalog.

Username:

Password:

This login provides access to class resources only. When creating your “Username” enter something unique such as adding the
letters ILT (Instructor Led Training) to the end of the name. This will set it apart from logins that you may use for other types of
online training.
CompTIA® A+®
Certification: A
Comprehensive Approach
for all 2006 Exam Objectives

VOLUME 1
Lesson 1: Personal Computer Components
A. Personal Computer Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Categories of Personal Computer Components . . . . . . . . . . . . . . . . . . 3
The System Unit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Display Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Input Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
External Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
B. System Unit Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
The System Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
The Central Processing Unit (CPU) . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Memory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
The System Bus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Storage Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Power Supplies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Cooling Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Adapter Cards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Riser Cards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
System Board Form Factors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

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CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

C. Storage Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Floppy Disk Drives (FDD) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Hard Disk Drives (HDD) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Optical Disks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Types of Optical Disks and Drives . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Tape Drives . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Solid State Storage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
D. Personal Computer Connection Methods . . . . . . . . . . . . . . . . . . . . . . 33
Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Personal Computer Connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Serial Connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Parallel Connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Universal Serial Bus (USB) Connections . . . . . . . . . . . . . . . . . . . . . . . . 37
IEEE 1394 and FireWire Connections . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Small Computer Systems Interface (SCSI) Connections . . . . . . . . . . . . 39
Parallel ATA (PATA) Connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Serial ATA (SATA) Connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Lesson 2: Operating System Fundamentals

A. Personal Computer Operating Systems . . . . . . . . . . . . . . . . . . . . . . . 46
Microsoft Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Microsoft Windows Versions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
UNIX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Linux . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Apple Macintosh Operating Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

vi CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives
 CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

B. Windows User Interface Components . . . . . . . . . . . . . . . . . . . . . . . . . 56

The Windows Desktop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
The Taskbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
The Start Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Windows Explorer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
My Computer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
The My Documents Folder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
The Control Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
The Command Prompt . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
My Network Places. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
C. Windows File System Management . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Directories and Folders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
File Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
File Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
Windows File System Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
NTFS File Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
NTFS Folder Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Shares . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Windows Shared Folder Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . 92
D. Windows System Management Tools . . . . . . . . . . . . . . . . . . . . . . . . . 97
The Computer Management Console . . . . . . . . . . . . . . . . . . . . . . . . . . 97
The Registry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102

Contents vii
CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

Lesson 3: PC Technician Professional Best Practices

A. Tools of the Trade. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
Multimeters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
Loopback Plugs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Types of Hardware Toolkits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Software Diagnostic Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
Firmware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
The System BIOS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114
CMOS RAM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116
The Power-On Self Test (POST) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
Hard Drive Self Tests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
Software Diagnostics Tests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
B. Electrical Safety . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
Static Electricity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
Electrostatic Discharge (ESD) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
ESD Prevention Techniques . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124
An ESD Toolkit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
Electrical Hazards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
C. Environmental Safety and Materials Handling . . . . . . . . . . . . . . . . . . 130
Atmospheric Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
Situational Hazards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
Physical Hazards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
Safety Precautions for Physical Hazards . . . . . . . . . . . . . . . . . . . . . . . . 133
Equipment Moving Safety Recommendations . . . . . . . . . . . . . . . . . . . . 134
Chemical Hazards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
Liquid Hazards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
The Material Safety Data Sheet (MSDS) . . . . . . . . . . . . . . . . . . . . . . . . 136
Incident Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137
Hazardous Material Disposal Procedures . . . . . . . . . . . . . . . . . . . . . . . 138

viii CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives
 CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

D. Perform Preventative Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . 141

Preventative Maintenance Theory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141
Computer Component Maintenance Techniques . . . . . . . . . . . . . . . . . . 142
Cleaning Compounds and Materials . . . . . . . . . . . . . . . . . . . . . . . . . . . 144
E. Diagnostics and Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156
Troubleshooting Theory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156
The Troubleshooting Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157
F. Professionalism and Communication . . . . . . . . . . . . . . . . . . . . . . . . . 164
Communication Skills . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164
Professional Conduct . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168

Lesson 4: Installing and Configuring Peripheral Components

A. Install and Configure Display Devices . . . . . . . . . . . . . . . . . . . . . . . . . 174
Display Device Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175
Display Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176
LCD Characteristics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178
Connector Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180
Device Drivers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182
Display Device Selection Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183
Display Device Installation Considerations . . . . . . . . . . . . . . . . . . . . . . 183
B. Install and Configure Input Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . 191
Standard Input Device Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191
Biometric Input Device Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194
Specialized Input Device Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194
Input Device Selection Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195
Input Device Installation Considerations . . . . . . . . . . . . . . . . . . . . . . . . 196

Contents ix
CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

C. Install and Configure Adapter Cards . . . . . . . . . . . . . . . . . . . . . . . . . . 201

Internal Bus Architectures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201
Adapter Card Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203
Adapter Card Selection Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204
Adapter Card Installation Considerations . . . . . . . . . . . . . . . . . . . . . . . 204
Adapter Card Configuration and Optimization Requirements . . . . . . . . 204
Hardware Resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205
D. Install and Configure Multimedia Devices . . . . . . . . . . . . . . . . . . . . . . 215
Multimedia Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215
Common Multimedia Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 216
Multimedia Connectors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217
Multimedia Device Selection Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 218
Multimedia Device Installation Considerations . . . . . . . . . . . . . . . . . . . 220
Multimedia Device Configuration and Optimization Requirements . . . . 221

Lesson 5: Installing and Configuring System Components

A. Install and Configure Storage Devices . . . . . . . . . . . . . . . . . . . . . . . . 228
Hard Disk Drive Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 229
Floppy Disk Drives . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 233
Tape Drive Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234
Optical Drive Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 236
Solid State Storage Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 237
Storage Device Power Connectors . . . . . . . . . . . . . . . . . . . . . . . . . . . . 238
Hot Swapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 239
Drive Images . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 240
Disk Partition Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 240
The Windows Disk Management Utility . . . . . . . . . . . . . . . . . . . . . . . . . 241
Internal Storage Device Installation Considerations . . . . . . . . . . . . . . . 242
Storage Device Configuration and Optimization Requirements. . . . . . . 242

x CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives
 CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

B. Install and Configure Power Supplies . . . . . . . . . . . . . . . . . . . . . . . . . 259

Power Supply Form Factors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 259
Power Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 260
Power Supply Safety Recommendations . . . . . . . . . . . . . . . . . . . . . . . . 261
Power Supply Selection Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 262
C. Install and Configure Memory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 269
Memory Modules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 269
Memory Form Factors and Slot Types . . . . . . . . . . . . . . . . . . . . . . . . . . 270
Memory Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 270
Memory Selection Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 272
D. Install and Configure CPUs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 281
CPU Chip Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 281
Instruction Sets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 281
Cache Memory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 282
CPU Operational Characteristics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 284
Processor Connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 290
CPU Selection Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 292
CPU Installation Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 293
CPU Configuration and Optimization Requirements . . . . . . . . . . . . . . . 293
E. Install and Configure System Boards . . . . . . . . . . . . . . . . . . . . . . . . . 298
Integrated I/O Port Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 298
Chipsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 298
BIOS Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 299
Complementary Metal Oxide Semiconductor (CMOS) Memory
Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 300
System Board Selection Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 301
System Board Installation Considerations . . . . . . . . . . . . . . . . . . . . . . . 301
System Board Configuration and Optimization Requirements . . . . . . . 302
System Board Power Connectors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 303

Contents xi
CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

Lesson 6: Maintaining and Troubleshooting Peripheral

Components
A. Troubleshoot Display Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 312
Common Display Device Issues. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 313
B. Maintain and Troubleshoot Input Devices . . . . . . . . . . . . . . . . . . . . . . 321
Common Input Device Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 321
Input Device Maintenance Techniques . . . . . . . . . . . . . . . . . . . . . . . . . 325
C. Troubleshoot Adapter Cards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 330
Common Adapter Card Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 330
D. Troubleshoot Multimedia Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . 335
Common Multimedia Device Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . 335

Lesson 7: Troubleshooting System Components

A. Troubleshoot Storage Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 344
Common Storage Device Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 345
ATA Drive Troubleshooting Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 348
SCSI Drive Troubleshooting Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 349
B. Troubleshoot Power Supplies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 368
Common Power Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 368
Common Power Supply Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 369
C. Troubleshoot Memory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 377
Error Checking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 377
Common Memory Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 377
D. Troubleshoot CPUs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 381
Common CPU Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 381
E. Troubleshoot System Boards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 384
Common System Board Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 384

xii CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives
 CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

Lesson 8: Installing and Configuring Operating Systems

A. Install Microsoft Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 390
Windows System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 391
Hardware Compatibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 393
Installation Methods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 393
Installation Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 395
Windows Update . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 396
Microsoft Product Activation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 397
B. Upgrade Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 409
Supported Upgrade Paths . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 409
Hardware Upgrade Compatibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 410
Software Upgrade Compatibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 410
C. Add Devices to Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 422
Driver Signing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 422
Unsigned Driver Installation Options . . . . . . . . . . . . . . . . . . . . . . . . . . . 423
Installation Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 423
D. Optimize Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 433
Virtual Memory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 433
The Virtual Memory Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 434
Windows Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 436
The Windows XP Boot Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 437
Temporary Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 442
Windows Optimization Software Tools . . . . . . . . . . . . . . . . . . . . . . . . . . 446

Lesson 9: Maintaining and Troubleshooting Microsoft Windows

A. Operating System Utilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 458
File Management Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 459
Disk Management Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 460
System Management Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 464

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CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

B. Maintain Microsoft Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 475

Backup and Restore . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 475
The Windows Backup Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 476
System State Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 478
C. Troubleshoot Microsoft Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . 486
System Stop Errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 486
System Lockup Errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 487
Input/Output Device Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 488
Application Errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 489
Boot Errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 489
Error and Warning Messages in Event Viewer . . . . . . . . . . . . . . . . . . . . 492
Registry Error Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 494
Remote Diagnostic and Troubleshooting Tools . . . . . . . . . . . . . . . . . . . 496
D. Recover Microsoft Windows. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 504
System Restore . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 504
Safe Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 505
Last Known Good . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 506
Recovery Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 507
Windows Boot Disk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 508
Automated System Recovery (ASR) . . . . . . . . . . . . . . . . . . . . . . . . . . . 508
Repair Installations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 510
Windows System Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 510

xiv CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives
 CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

VOLUME 2
Lesson 10: Network Technologies
A. Network Concepts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 534
Networks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 535
Network Models . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 536
Network Interface Card Characteristics . . . . . . . . . . . . . . . . . . . . . . . . . 539
Twisted Pair Cables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 540
RJ-45 Twisted Pair Connectors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 541
Coaxial Cables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 542
Coaxial Cable and Connector Types . . . . . . . . . . . . . . . . . . . . . . . . . . . 543
Fiber Optic Cables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 544
Fiber Optic Connectors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 545
Other Network Connection Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 547
B. Network Communications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 555
Network Protocols . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 555
Network Addresses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 556
The TCP/IP Protocol . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 556
IP Addresses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 557
Subnet Masks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 558
IP Address Classes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 559
The IPX/SPX and NWLink Protocols . . . . . . . . . . . . . . . . . . . . . . . . . . . 561
NetBIOS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 563
NetBEUI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 564
Network Bandwidth . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 565
Full and Half Duplex Communications . . . . . . . . . . . . . . . . . . . . . . . . . . 566

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CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

C. Network Connectivity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 572

Local Area Networks (LANs) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 572
Wide Area Networks (WANs) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 573
Ethernet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 574
Dial-up Connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 574
Wireless Connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 575
802.11 Wireless Standards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 576
Wireless Access Points (WAPs) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 577
Bluetooth Communications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 578
Infrared Connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 578
Cellular WAN Communications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 579
Broadband Communications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 580
Types of Broadband Communications . . . . . . . . . . . . . . . . . . . . . . . . . . 580
D. Internet Technologies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 585
Internet Service Providers (ISPs) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 585
SMTP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 585
POP3 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 586
IMAP4 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 587
HTML . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 587
HTTP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 588
SSL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 589
HTTPS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 589
Telnet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 590
FTP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 590
Voice Over IP (VoIP) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 591

xvi CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives
 CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

Lesson 11: Installing and Managing Network Connections

A. Create Network Connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 598
IP Address Configuration Methods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 599
Name Resolution with the Domain Name System (DNS) . . . . . . . . . . . . 601
WINS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 602
Workgroups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 603
Directory Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 604
Active Directory Domains . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 605
Novell eDirectory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 606
Network Client Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 606
B. Install and Configure Web Browsers . . . . . . . . . . . . . . . . . . . . . . . . . . 622
Web Browsers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 622
Web Browser Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 623
C. Maintain and Troubleshoot Network Connections . . . . . . . . . . . . . . . 632
Preventative Maintenance Techniques . . . . . . . . . . . . . . . . . . . . . . . . . 632
Networking Tools and Utilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 633
Cable Testers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 634
Common Network Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 635

Contents xvii
CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

Lesson 12: Supporting Laptops and Portable Computing Devices

A. Laptop and Portable Computing Device Components . . . . . . . . . . . 646
Laptop Computers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 647
Portable Computing Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 649
Mobile System Boards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 650
Mobile Processors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 651
Mobile Hard Drive Form Factors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 654
Mobile Memory Form Factors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 654
Mobile Adapter Card Form Factors and Expansion Slots . . . . . . . . . . . . 655
Mobile Device Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 658
Mobile Device Peripheral Components . . . . . . . . . . . . . . . . . . . . . . . . . 659
Power Supplies and Batteries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 660
Mobile Input Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 663
Video Sharing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 663
B. Install and Configure Laptops and Portable Computing Devices . . . 665
Power Management Technologies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 665
Power Management Modes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 665
Communication Connection Selection Tips . . . . . . . . . . . . . . . . . . . . . . 667
C. Maintain and Troubleshoot Laptops and Portable Computing
Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 695
Maintenance and Handling Techniques . . . . . . . . . . . . . . . . . . . . . . . . 695
Operating Environment Best Practices . . . . . . . . . . . . . . . . . . . . . . . . . 696
General Mobile Computing Device Issues . . . . . . . . . . . . . . . . . . . . . . . 697
Common Stylus Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 699
Common Laptop Keypad Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 699
Common Wireless Connectivity Issues . . . . . . . . . . . . . . . . . . . . . . . . . 700

xviii CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives
 CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

Lesson 13: Supporting Printers and Scanners

A. Printer and Scanner Technologies . . . . . . . . . . . . . . . . . . . . . . . . . . . . 714
Printers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 715
Scanners . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 716
Multi-function Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 718
Laser Printers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 719
Inkjet Printers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 720
Thermal Printers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 721
Types of Thermal Printers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 722
Solid Ink Printers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 723
Impact Printers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 723
B. Printer and Scanner Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . 728
Printer and Scanner Memory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 728
Printer and Scanner Drivers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 728
Printer and Scanner Firmware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 729
Printer and Scanner Interfaces. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 729
Consumable Printer Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 730
Flatbed Scanner Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 731
C. Printer and Scanner Processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 734
The Laser Printing Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 734
The Inkjet Print Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 735
Thermal Print Processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 736
The Solid Ink Print Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 736
The Dot-Matrix Impact Print Process . . . . . . . . . . . . . . . . . . . . . . . . . . . 737
The Scanning Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 738

Contents xix
CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

D. Install and Configure Printers and Scanners . . . . . . . . . . . . . . . . . . . 740

Local and Network-based Printers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 740
Network-Connected Printers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 741
The Print Spooler . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 741
The Windows Print Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 744
Windows Print Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 745
Printer Configuration Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 746
Scanner Performance Factors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 747
E. Maintain and Troubleshoot Printers and Scanners . . . . . . . . . . . . . . 759
Preventative Maintenance Techniques . . . . . . . . . . . . . . . . . . . . . . . . . 759
Common Printer Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 760
Common Scanner Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 763
Printer and Scanner Troubleshooting Resources . . . . . . . . . . . . . . . . . 764

Lesson 14: Personal Computer Security Concepts

A. Security Fundamentals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 778
Corporate Security Policies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 779
Security Incident Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 780
Authentication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 781
Authentication Methods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 782
Biometric Authentication Methods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 784
Password Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 784
Access Control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 785
User Account Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 785
Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 786
Access Control Measures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 787
Rights . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 788
Auditing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 789

xx CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives
 CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

B. Security Protection Measures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 793

Encryption . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 793
Data Encryption Methods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 794
Malicious Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 797
Types of Malicious Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 798
Malicious Software Protection Techniques . . . . . . . . . . . . . . . . . . . . . . 799
Firewalls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 800
File System Security Measures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 801
C. Data and Physical Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 804
Physical Access Controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 804
Data Access Policies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 805
Workstation Protection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 806
Backup Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 806
Data Migration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 806
Data Removal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 807
Media and Hardware Disposal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 808
D. Wireless Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 811
Wireless Encryption Methods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 811
Security Methods for Wireless Access Points . . . . . . . . . . . . . . . . . . . . 812
Wireless Client Configuration Options . . . . . . . . . . . . . . . . . . . . . . . . . . 812
E. Social Engineering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 814
Social Engineering Attacks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 814
Social Engineering Prevention . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 815

Lesson 15: Supporting Personal Computer Security

A. Install and Configure Security Measures . . . . . . . . . . . . . . . . . . . . . . 824
Windows Security Policies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 825
Windows Firewall . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 826
Software Firewall Configuration Settings . . . . . . . . . . . . . . . . . . . . . . . . 827
Computer Security Measures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 827

Contents xxi
CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

B. Maintain and Troubleshoot Security Measures . . . . . . . . . . . . . . . . . 852

Common Computer Security Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . 852
Common Software Firewall Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 853
Common Wireless Client Configuration Issues . . . . . . . . . . . . . . . . . . . 854
Common Encryption Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 856

Appendix A: Mapping Course Content to the CompTIA A+

Essentials 220-601 Exam Objectives

Appendix B: Mapping Course Content to the CompTIA A+ IT

Technician 220-602 Exam Objectives

Appendix C: Mapping Course Content to the CompTIA A+ Remote

Technician 220-603 Exam Objectives

Appendix D: Mapping Course Content to the CompTIA A+ Depot

Technician 220-604 Exam Objectives

Appendix E: A Brief History of Personal Computers

Appendix F: CompTIA A+ Acronyms

Lesson Labs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 945

Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 969

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1023

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1045

xxii CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives
About This Course

If you are getting ready for a career as an entry-level information technology (IT) pro-
fessional or personal computer (PC) service technician, the CompTIA® A+®
Certification course is the first step in your preparation. The course will build on your
existing user-level knowledge and experience with personal computer software and
hardware to present fundamental skills and concepts that you will use on the job. In
this course, you will acquire the essential skills and information you will need to
install, upgrade, repair, configure, troubleshoot, optimize, and perform preventative
maintenance of basic personal computer hardware and operating systems.
The CompTIA® A+® Certification course can benefit you in two ways. Whether you
work or plan to work in a mobile or corporate environment where you have a high
level of face-to-face customer interaction, a remote-based environment where client
interaction, client training, operating systems and connectivity issues are emphasized,
or in an environment with limited customer interaction and an emphasis on hardware
activities, this course provides the background knowledge and skills you will require to
be successful. It can also assist you if you are preparing to take the CompTIA A+ cer-
tification examinations, 2006 objectives (exam numbers 220-601, 220-602, 220-603,
and 220-604), in order to become a CompTIA A+ Certified Professional.

Course Description
Target Student
The target student is anyone with basic computer user skills who is interested in
obtaining a job as an IT professional or PC technician. Possible job environments
include mobile or corporate settings with a high level of face-to-face client interaction,
remote-based work environments where client interaction, client training, operating
systems, and connectivity issues are emphasized, or settings with limited customer
interaction where hardware activities are emphasized. In addition, this course will help
prepare students to achieve a CompTIA A+ Certification.

Course Prerequisites
Students taking this course should have the following skills:
● End-user skills with Windows-based personal computers, including the ability to:
■ Browse and search for information on the Internet.
■ Start up, shut down, and log on to a computer and network.
■ Run programs.

xxiii
CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

■ Move, copy, delete, and rename files in Windows Explorer.

● Basic knowledge of computing concepts, including the difference between hardware and
software; the functions of software components, such as the operating system, applica-
tions, and file systems; and the function of a computer network.

How to Use This Book

As a Learning Guide
Each lesson covers one broad topic or set of related topics. Lessons are arranged in order of
increasing proficiency with CompTIA® A+® Certification; skills you acquire in one lesson are
used and developed in subsequent lessons. For this reason, you should work through the les-
sons in sequence.
We organized each lesson into results-oriented topics. Topics include all the relevant and sup-
porting information you need to master CompTIA® A+® Certification, and activities allow you
to apply this information to practical hands-on examples.
Through the use of sample files, hands-on activities, illustrations, and supporting background
information, this book provides you with the foundation and structure to learn CompTIA® A+®
Certification quickly and easily.

As a Review Tool
Any method of instruction is only as effective as the time and effort you are willing to invest
in it. In addition, some of the information that you learn in class may not be important to you
immediately, but it may become important later on. For this reason, we encourage you to
spend some time reviewing the topics and activities after the course. For additional challenge
when reviewing activities, try the “What You Do” column before looking at the “How You Do
It” column.

As a Reference
The organization and layout of the book make it easy to use as a learning tool and as an after-
class reference. You can use this book as a first source for definitions of terms, background
information on given topics, and summaries of procedures.

xxiv Introduction
 CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

Course Icons
Icon Description
A Caution Note makes students aware of potential negative consequences of
an action, setting, or decision that are not easily known.

Display Slide provides a prompt to the instructor to display a specific slide.

Display Slides are included in the Instructor Guide only.

An Instructor Note is a comment to the instructor regarding delivery, class-

room strategy, classroom tools, exceptions, and other special considerations.
Instructor Notes are included in the Instructor Guide only.

Notes Page indicates a page that has been left intentionally blank for stu-
dents to write on.

A Student Note provide additional information, guidance, or hints about a

topic or task.

A Version Note indicates information necessary for a specific version of

software.

Certification
This course is designed to help you prepare for the following certification.
Certification Path: A+ Certification
● Exam: Essentials 220-601
● Exam: IT Technician 220-602
● Exam: Remote Technician 220-603
● Exam: Depot Technician 220-604

Course Objectives
In this course, you will install, upgrade, repair, configure, optimize, troubleshoot, and perform
preventative maintenance on basic personal computer hardware and operating systems.
You will:
● identify the components of standard desktop personal computers.

Introduction xxv
CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

● identify fundamental components and functions of personal computer operating systems.

● identify best practices followed by professional personal computer technicians.
● install and configure computer components.
● install and configure system components.
● maintain and troubleshoot peripheral components.
● troubleshoot system components.
● install and configure operating systems.
● maintain and troubleshoot installations of Microsoft Windows.
● identify network technologies.
● install and manage network connections.
● support laptops and portable computing devices.
● support printers and scanners.
● identify personal computer security concepts.
● support personal computer security.

Course Requirements
Hardware
Each student and the instructor will require one computer. The class is designed for each pair
of students to work at a student lab station that should consist of one desktop computer, one
laptop/portable computer, and one printer. If you do not have enough laptop computers to have
one per lab station, provide as many as you can and provide the remaining students with desk-
top computers. If you do not have enough physical printers to have one per lab station, provide
sufficient printers so that students can have adequate hands-on access to the printer mecha-
nisms and components. You will also need to provide other hardware items for students to
install; wherever possible provide enough components so that each lab station can install each
device. The specifications for the desktop and laptop computers, as well as a list of other hard-
ware items you will need to provide, follow.
● Desktop computers should be ATX-based systems with PCI slots. Additional bus types,
such as ISA slots, are a plus. The system should also include the following ports: parallel,
VGA, PS/2 keyboard port, PS/2 mouse port, serial, USB, and, if possible, sound ports
including Line In, Line Out, Mic, and Game. Any additional ports are a plus. Desktop
systems should have bootable CD-ROM drives and floppy drives.
● Portable computers should have a floppy drive and a CD/DVD drive (these can be
swappable in a single drive bay, or separate components); at least one PC card slot; a
mini-PCI card bay; and an empty memory slot.
● All computers should be 300 Mhz Pentium systems or higher.
● All computers should have 8 GB hard disks or larger.

xxvi Introduction
 CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

● All computers should have 128 MB of RAM or more.

● All computers should have a keyboard and mouse.
● All computers should have a 800x600-capable display adapter and monitor.
● Laptop computers should have a docking station or port replicator to support the standard
peripherals (keyboard, mouse, monitor).
● All computers should have network adapters and appropriate network cabling.
● Provide printing devices of your choice. You might wish to have different printer types,
such as laser printers and inkjet printers, if available.
● The instructor’s computer should have a projection system so the students can follow
activities and demonstrations and so the instructor can display the course slide
presentation.
● Provide two floppy disks for each student and the instructor.
● Each student should have a basic computer toolkit including an anti-static wrist strap,
screwdrivers, tweezers and other small tools, and a multimeter. You may wish to provide
other sample tools to the students, such as a power supply tester, as well as masking tape
and pens. (Some of these items are included in the basic toolkit that is provided with the
full courseware kit.)
● Each lab station should have a cleaning kit that includes monitor cleaning wipes, key-
board cleaning wipes, lint-free cloths, rubbing alcohol, cotton swabs, lens cloth, window
cleaner, toothpicks, paint brush, compressed air canister, and computer vacuum.
● A classroom Internet connection.
● Each PC should contain the following internal devices that students can remove and rein-
stall, examine for troubleshooting purposes, or use to perform maintenance techniques: a
hard disk; memory modules; power supply; one or more adapter cards; cooling systems.
● If the computers do not have integrated sound support, install sound cards.
● Provide a second, compatible hard drive and a cable that will enable a second hard drive
to be added to student computers.
● Provide a multimedia device of some type for students to install.
● Provide the appropriate cabling for all devices.
● Provide as many other samples of different types of computer components as possible to
display for the students. This can include adapter cards for various bus types, SCSI,
PATA, and SATA storage devices, a variety of ports and cables, USB devices or hubs,
multimedia devices such as digital cameras or microphones, gaming devices such as joy-
sticks, various network cables and connectors, different display device types, different
printer types, internal or external modems, examples of different motherboards, CPUs, and
chipsets, and so on. Although you cannot work hands-on with every conceivable type of
PC component within the confines of the classroom, the more different component types
students can see and handle, the more beneficial their learning experience will be.
● Some activities and labs might require or suggest additional materials, so be sure to
review the activity-specific setup requirements throughout the course prior to teaching this
class.

Software
The following software is required for this course:

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CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

● Windows XP Professional with appropriate licenses. This will be installed during initial
classroom setup, and students will install it again during class. Provide as many copies of
the installation CD-ROM as possible. You might also wish to provide a separate class-
room server computer, and copy the installation source files to a shared folder on the
server.
● Windows XP Home with appropriate licenses. (If you prefer, you may substitute Windows
2000 Professional.) Students will install this operating system in class, so you should pro-
vide as many copies of the installation CD-ROM as possible. You might also wish to
provide a separate classroom server computer, and copy the installation source files to a
shared folder on the server.
● Classroom Internet access. Please configure Internet access and TCP/IP settings as appro-
priate for your classroom environment.
● Windows XP Professional Service Pack 2 or later and all current security patches. The
setup instructions and classroom activities assume that you will obtain these through an
Internet connection. Otherwise, you must download all current Windows XP Professional
critical updates to installation CD-ROMs and have those available to the students to com-
plete operating system setup.
● Device drivers and software manuals for each device the students will install. You should
be able to obtain this live from the Internet during class; if not, you can download the
drivers and burn them to a CD-ROM or place them on a network share, or provide the
manufacturers’ original disks.

Class Setup
For Instructor and Student Desktop and Laptop Operating System
Installation:
1. Make sure that all computer components are properly installed and working.
2. Perform a fresh installation of Windows XP Professional. You can boot the computer from
the installation CD-ROM, or create a network boot disk and install from a network share.
After you configure the first computer of each type, you might wish to create a ghost
image and install that to the remaining classroom computers. Regardless of your installa-
tion method, use the following installation parameters:
■ Accept the license agreement.
■ Delete existing partitions.
■ Create a 6 GB NTFS C partition. When you do this, make sure that you leave at
least 2 GB of free space.
■ Select the appropriate regional settings for your location.
■ Enter the appropriate user name and organization for your environment.
■ Enter the product key.
■ For the instructor’s computer, use a computer name of INST. For each of the student
computers, use a computer name of CLIENT##, where ## is a unique two-digit num-
ber assigned to each student.
■ Set the default administrator account password to !Pass1234.
■ Configure the appropriate date and time for your location.

xxviii Introduction
 CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

■ Accept the Typical network settings; or, if necessary, configure Custom settings as
appropriate to support Internet access or to conform to the network configuration of
your classroom environment.
■ Install the computer into the default workgroup.
■ After the computer restarts, if prompted to turn on Automatic Updates, select Not
Right Now. Then, complete the Internet connection portion as appropriate for your
environment. If the computer will connect via a LAN connection, you should be able
to skip this portion.
■ Complete the system activation portion as appropriate for your environment. Training
centers are responsible for complying with all relevant Microsoft licensing and acti-
vation requirements.
■ On the Who Will Use This Computer screen, in the Your Name text box, enter a user
account named Admin##, where ## matches the number in the computer name. At
the instructor computer, name the account simply Admin. This account will become a
member of the local Administrators group by default.
When setup is complete, the system will automatically log you on as Admin## with a
blank password.
3. Set the Admin## account password.
a. From the Start menu, click Control Panel, click User Accounts, and then click the
Admin## account.
b. Click Create a Password.
c. Enter and confirm !Pass1234 as the password, and then click Create Password.
d. Click Yes, Make Private and close all open windows.
4. If Service Pack 2 is not slipstreamed into your Windows XP Professional installation
media, and you have a Service Pack 2 installation CD-ROM, install Service Pack 2
manually.
5. Choose Start→All Programs→Windows Update. From the Windows Update website,
download and install all High Priority updates, including any current service packs and
recommended security patches.
6. Configure workgroup networking so that all classroom computers can connect to each
other.
a. From the Start menu, open My Computer→My Network Places.
b. Click Set Up A Home Or Small Office Network.
c. In the Network Setup Wizard, click Next twice.
d. On the Select a Connection Method screen, select Other and click Next.
e. On the Other Internet Connection Methods screen, select This Computer Belongs To
A Network That Does Not Have An Internet Connection and click Next.
f. Accept the computer name by clicking Next.
g. On the Name Your Network screen, enter WORKGROUP as the workgroup name
and click Next twice.
h. If prompted, turn on File And Printer Sharing and click Next. Review the parameters
and click Next.
i. On the You’re Almost Done screen, select Just Finish The Wizard, click Next, and
then click Finish.

Introduction xxix
CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

7. Use the Start→Run command or My Network Places to verify that all classroom comput-
ers can connect without entering a user name or password.
8. To install the course data files, insert the course CD-ROM and click the Data Files button.
This will install a folder named 085820Data on your C drive. This folder contains all the
data files that you will use to complete this course. It also includes several simulated
activities that can be used in lieu of the hands-on activities in the course.
9. Close all open windows and log out.

For Individual Labs and Activities

Prior to teaching the class, review the Setup instructions for the individual labs and activities
throughout the course for additional activity-specific equipment requirements and setup
procedures.

List of Additional Files

Printed with each activity is a list of files students open to complete that activity. Many activi-
ties also require additional files that students do not open, but are needed to support the file(s)
students are working with. These supporting files are included with the student data files on the
course CD-ROM or data disk. Do not delete these files.

xxx Introduction
 Personal Computer
1 Components
Lesson Time: 2 hour(s)

Lesson Objectives:
In this lesson, you will identify the components of standard desktop personal
computers.
You will:
● Identify the major components of personal computers.
● Identify the major components of the system unit.
● Identify the various types of storage devices used in personal computers.
● Identify personal computer connection methods.
CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

Introduction
Before you begin to learn how to install and configure computer hardware and software, you
need to know the basic components that constitute most personal computers. In this lesson, we
will introduce you to computers by showing you some of the hardware components that make
them work.
As you prepare for a career in computer support and maintenance, a good place to start is with
some basics, such as a description of some common components, and an explanation of the
types of connections that are used to join the components together. With the proper foundation,
you’ll be ready to tackle the more complex aspects of a computer support professional’s job.
This lesson covers all or part of the following CompTIA A+ (2006) certification objectives:
● Topic A:
■ Exam 220–601 (Essentials): Objective 1.1
● Topic B:
■ Exam 220–601 (Essentials): Objective 1.1, Objective 2.1
■ Exam 220–602 (IT Technician): Objective 1.1
● Topic C:
■ Exam 220–601 (Essentials): Objective 1.1
● Topic D:
■ Exam 220–601 (Essentials): Objective 1.1, Objective 4.1, Objective 5.1

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TOPIC A
Personal Computer Components
In this lesson, you will investigate many types of hardware components. The first step is to
identify the main elements that are used in virtually all computer systems. In this topic, you
will identify the major components of personal computers.
If you don’t understand the main components of a computer, it can seem like the most elabo-
rate jigsaw puzzle you have ever seen. Like most puzzles, the parts of a computer each have a
specific place they need to be, but generally, you will find that the pieces fit together almost
exactly the same way. To help you put the puzzle together, you need to understand what the
pieces look like and what they do.

Categories of Personal Computer Components

There are four primary categories of components in a typical personal computer: the system
unit, a display device, input devices, and external devices.

Figure 1-1: A typical personal computer.

The System Unit

Definition:
A system unit is the main component of a personal computer, which houses the other devices
necessary for the computer to function. It is comprised of a chassis and the internal compo-
nents of a personal computer such as the system board, the microprocessor, memory modules,
disk drives, adapter cards, the power supply, a fan or other cooling device, and ports for con-
necting external components such as monitors, keyboards, mice, and other devices.

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CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

System units are often referred to as boxes, main units, or base units.

Example:

Figure 1-2: A system unit, opened to show the components housed within the chassis.

Display Devices
Definition:
A display device is a personal computer component that enables users to view the text and
graphical data associated with a computer program. Display devices commonly connect to the
system unit via a cable, and they have controls to adjust the settings for the device. They vary
in size and shape, as well as the technologies used.

Common terms for various types of display devices include display, monitor, screen, CRT,
LCD, and flat-panel, to name a few.

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Example:

Figure 1-3: A display device.

Input Devices
Definition:
An input device is a personal computer component that enables users to enter data or instruc-
tions into a computer. The most common input devices are keyboards and computer mice.
Input devices can connect to the system unit via a cable or a wireless connection.

Example:

Figure 1-4: An input device.

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External Devices
A personal computer’s functionality can be enhanced by connecting different types of external
devices to the system unit. Often called peripheral devices, external devices typically provide
alternative input or output methods or additional data storage. External devices are connected
to the system unit via a cable or a wireless connection. Some have their own power source and
some draw power from the system.
There are several categories of external devices.

External Device Functionality

Microphone Provides audio input.
Digital camera Provides graphical input.
Scanner Provides graphical input.
Speakers Provide audio output.
Printer Provides printed output.
Network device Enables communication with other computers, such
as access to the Internet.
External drive Provides additional data storage.

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ACTIVITY 1-1
Identifying Personal Computer Components
Scenario:
In this activity, you will identify personal computer components.

1. Identify the computer components in the graphic.

A a. Display device
B b. External device
C c. Input device
D d. System unit

2. Which computer components are part of the system unit?

a) Chassis
b) Monitor
c) Internal hard drive
d) Portable USB drive
e) Memory

3. Match each external device with its function.

Microphone a. Provides audio output.
Speaker b. Provides graphical input.
Scanner c. Provides text and graphical output.
Printer d. Provides audio input.
External drive e. Provides additional data storage.

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CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

TOPIC B
System Unit Components
In the last topic, you identified the main components of personal computers, one of which is
the system unit. The system unit itself has several important sub-components. In this topic, you
will identify the major components of the system unit.
Being able to recognize a system unit is a good start, but it is not enough for a computer
technician. If you need to replace a part within a system unit, you want to be sure that you
replace the right one. The ability to identify system unit components is an integral part of the
background knowledge that every computer technician should have.

The System Board

Definition:
The system board is the personal computer component that acts as the backbone for the entire
computer system. Sometimes called the motherboard, it consists of a large, flat circuit board
with chips and other electrical components on it. Some components are soldered directly to the
board, and some are slots and sockets where other components can be added and removed
easily.

Another short term for the motherboard is “mobo.”

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 CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

Example:

Figure 1-5: A system board.

System Board Features

Because features that are built into the design of the system board cannot be changed without
replacing the whole system board, most system boards include only the standard features that
most users want—those that will not change much in the near future. By omitting features that
some users do not use, such as SCSI connections, system board manufacturers can keep the
cost of their boards low. By allowing users to buy components such as a high-end video card
with the speed and features they want, and letting the users attach the card to the system
board, the designers build in flexibility that most users appreciate.
Sometimes computer makers who sell complete systems find it is cheaper to build a system
board with components such as the modem, sound card, video, and all other features built-in,
rather than add interface cards to a standard system board. If the integrated components are
sufficient for your needs, this is an economical way to purchase this functionality; however,
you should not invest money in a board with integrated components if you plan to upgrade
these components anyway.

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CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

The Central Processing Unit (CPU)

Definition:
The central processing unit (CPU), sometimes called microprocessor or just processor, is the
real brains of the computer and is where most of the calculations take place. On most personal
computers, the CPU is housed in a single microprocessor chip that is installed on the system
board in a slot or socket.

On larger or more powerful computers, there may be two or more individual CPU chips that
work together as a unit.

Example:

Figure 1-6: CPUs.

Memory
Definition:
Memory is the component that provides the electronic storage for the computer. Memory most
commonly refers to actual chips that typically store and retrieve information faster than tape or
hard drives can. Memory chips contain millions of transistors etched on one sliver of a
semiconductor. When a transistor conducts electricity, it represents the binary number 1. When
it does not, it represents the binary number 0.

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 CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

Example:

Figure 1-7: A sample memory module.

Volatile and Non-volatile Memory

Memory can be considered either volatile or non-volatile:
● Volatile memory requires a constant source of electricity to keep track of the data stored
in it. When the power is no longer available, the data stored in volatile memory is lost.
RAM (Random Access Memory) is an example of volatile memory.
● Non-volatile memory retains the information stored on it whether or not electrical current
is available. ROM (Read-Only Memory) is an example of non-volatile memory.

The System Bus

Definition:
In computer communications, a bus is a collection of wires that connect components and the
rules for data transfer through the connection. The system bus is the wires, or traces, on the
motherboard that provide the main communication path between the CPU and memory. The
system bus enables data transfer between the CPU, memory, and the other buses in the com-
puter, which connect other system components such as hard drives and adapter cards. It is
sometimes referred to as the frontside bus or local bus.

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CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

Example:

Figure 1-8: The system bus.

System Bus Terminology

The terminology used to describe the various buses connecting individual system components
to the CPU will vary depending on the motherboard manufacturer. Terminology has also
changed and developed as system boards have evolved. You might encounter terms such as the
frontside bus, the backside bus, the memory bus, the processor bus, the address bus, and so on.
Regardless of its placement and terminology, the basic function of a bus is to enable data
transfer between individual micro components at the speed that is appropriate for each
component. For definitions of some of the bus types from processor manufacturer AMD, see
http://www.amd.com/us-en/Glossary/0,,238_242,00.html.

Storage Devices
Definition:
A personal computer storage device is a component, such as a hard drive, that enables users to
save data for reuse at a later time, even after the personal computer is shut down and restarted.
Storage devices can save data magnetically, optically, or electrically, depending on the medium
on which the data is stored.

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Example:

Figure 1-9: Examples of storage devices.

Power Supplies
Definition:
A power supply is an internal computer component that converts AC power from an electrical
outlet to the DC power needed by system components. The power supply is a metal box in the
rear of the system that is attached to the computer chassis and to the system board. While the
power supply is not itself a component of the system board, it is required in order for system
components to receive power. The power supply contains the power cord plug and a fan for
cooling, because it generates a lot of heat. Some power supplies have a voltage switch that
enables you to set the voltage to that used in different countries.

Another commonly used term for the power supply is the Power Supply Unit, or PSU.

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CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

Example:

Figure 1-10: A power supply.

Fixed-Input Power Supply Voltage Switch Safety

Power supplies with voltage switches are called fixed-input power supplies. The voltage
switches generally have two settings—for example, 220 and 110—depending on the
manufacturer. If you set the switch to a higher voltage than supplied by the power source, the
system will not receive enough power and will not function properly. However, if you set the
switch to a lower setting than supplied by the power source—for example, if you set the
switch to 110V while connected to a 220V outlet—you run the risk of burning out the power
supply, damaging system components, or more seriously, creating a fire or electrocution
hazard.
Auto-switching power supplies do not have a manual voltage switch, but detect the voltage
level supplied by the outlet and set themselves to the correct voltage automatically. This can be
convenient and safe for people who travel to various countries with portable computers.

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Cooling Systems
Definition:
A cooling system is a system unit component that prevents damage to computer parts by dissi-
pating the heat generated inside a computer chassis. The cooling system can contain fans and
other devices such as a heat sink that service the entire computer as well as individual compo-
nents such as the power supply and CPU.

Example:

Figure 1-11: A typical cooling system for a CPU.

Components that Require Cooling

Computer systems contain several components that require cooling:
● The computer case
● The CPU
● The power supply
● Some adapter cards
● Some hard disk drives

Cooling System Types

Several types of cooling systems have been developed to protect personal computer
components.

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CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

Cooling System Description

Fans Computer fans provide cooling by simply blowing regular air across
heated components. Fans are commonly used to cool the case, power
supply, adapter cards, and CPUs.
Vents Computer cases are designed with vents to facilitate airflow through the
case and across all components. A common implementation is to include
air vents near the bottom of the front of the case and to place a fan near
the top of the rear of the case to pull cooler air through the system.
Heat sinks A device attached to a processor that addresses the problem of overheat-
ing processors. It normally has fins to increase its surface area to aid in
heat dissipation. Cool air is blown by a fan onto the device’s main ele-
ments, keeping the air around the processor cool.
Thermal compound Thermal compounds are used to connect a heat sink to a CPU. They are
designed to provide maximum heat transfer from the CPU to the heat
sink.
Liquid cooling sys- CPUs can also be kept cool using a device to circulate a liquid, such as
tems water, around the CPU. The heat from the CPU is absorbed by the
cooler liquid, and then the heated liquid is circulated away from the CPU
so it can disperse the heat into the air outside the computer. Liquid cool-
ing systems are not as prevalent as heat sinks in most desktop systems or
low-end servers.

Although it might seem to be a good idea to remove the chassis cover to provide
additional cooling, it is not recommended. Most PC cases have been designed to
provide an airflow path, with fans positioned to keep the air moving and blow hot air
away from heat-sensitive components. The PC case must be closed for this airflow
path to work properly. If the case cover is removed, the fans will blow air around at
random. Opening the PC case also allows more dust to accumulate on internal com-
ponents, causing additional cooling problems.

Adapter Cards
Definition:
An adapter card is a printed circuit board that you install into a slot on the computer’s system
board to expand the functionality of the computer. Each card has a connector that fits into a
slot on a system board and circuitry to connect a specific device to the computer. Some
adapter cards connect to the system bus instead of a peripheral bus, use different slot types, or
are built into the system circuitry instead of being separate physical boards.

An adapter card is also known as an expansion card, add-in, add-on, or simply a board.

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 CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

Example:

Figure 1-12: An adapter card.

Riser Cards
Definition:
A riser card is a board that plugs into the system board and provides additional slots for
adapter cards. Because it rises above the system board, it enables you to connect additional
adapters to the system in an orientation that is parallel to the system board and save space
within the system case.

Example:

Figure 1-13: A system board with a riser card.

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CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

Daughter Boards
Daughter board is a general computing and electronics term for any circuit board that plugs
into another. For example, in personal computing, daughter board can be used as a more gen-
eral term for adapter cards. Sometimes in casual usage the term daughter board is used
interchangeably with the term riser card, but technically they are not the same.

System Board Form Factors

The form factor describes the size and shape of the system board.

System Board Form Factor

Full-size AT

This form factor is usually used in older tower systems. Originally, it was
designed from an even older system, the original XT motherboard, which
itself was designed for use in the second version of the IBM PC, released
in 1983. These original full-size systems took up a large amount of desk-
top space. Vertically-oriented tower systems using the AT board can stand
on the floor and not take up desktop space, and they can still use the full-
size system board. The board is 12 inches by 13.8 inches. A transfer bus
of 16-bit or better is required. It uses CMOS to retain configuration
settings. It has a 5-pin DIN keyboard connection.

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 CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

System Board Form Factor

Baby AT

This form factor is usually used in older desktop systems. In an effort to

free up desk space, manufacturers wanted to build a computer that was
smaller than systems with full-size AT motherboards. The popular AT
motherboard was scaled down to create the Baby AT motherboard. It fits
into a smaller case than the full-size AT board, but it is otherwise the
same. It works in any case except for those considered low profile or
slimline. This was an extremely popular design. This board is usually 13
inches by 8.5 to 9 inches. It was never developed as a standard, so there
are variations on the size of this particular board.

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CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

System Board Form Factor

ATX

Compared to AT system boards, the ATX form factor boards provide bet-
ter I/O support, lower cost, easier use, and better processor support. Some
of the features of the ATX board are:
● Power supply with a single, keyed 20-pin connector. Rather than
requiring Voltage Regulator Modules (VRMs) to reduce voltage down
from 5 volts to 3, 3v DC is available directly from the power supply.
● The CPU is closer to the cooling fan on the power supply. Also, the
cooling circulation blows air into the case instead of blowing air out of
the case.
● I/O ports are integrated into the board along with PS/2 connectors
(instead of 5-pin DIN connectors).
● You can access the entire motherboard without reaching around drives.
This was accomplished by rotating the board 90 degrees.
● This board cannot be used in Baby AT or LPX cases.

● The board is 12 inches by 9.6 inches.

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 CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

System Board Form Factor

microATX

With a maximum size of 9.6 inches x 9.6 inches (244 mm x 244 mm),
microATX boards with integrated graphics are often used by system
board manufacturers as a basis for small form factor and home entertain-
ment PCs. MicroATX boards can often use the same components as ATX
system boards. There are fewer I/O ports available than in ATX systems,
so it might be necessary to use external USB hard drives, expansion
cards, CD burners, and so forth.

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CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

System Board Form Factor

LPX

Slimline and low-profile cases, which are today’s typical desktop cases,
were being developed about the same time as the Baby AT motherboard
was introduced. However, these smaller cases could not use even the
Baby AT board. The LPX and Mini-LPX motherboards were developed
for these cases. A riser card is used to plug expansion cards into the
motherboard. This riser card enables the expansion cards to lie sideways,
in the same orientation as the system board. Thus, the case does not have
to be as high as the card. Another difference in this board is that it uses a
PS/2-style keyboard connector rather than the 5-pin DIN connector used
on the AT boards. Video, parallel, and two serial ports were placed at the
rear of the board in standard locations. This board is 9 inches by 11 to 13
inches. A mini-LPX board was also designed, which was 8 to 9 inches by
10 to 11 inches.

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System Board Form Factor

NLX

The NLX system board replaces the LPX system board. It is a small form
factor designed around the Pentium II processor. It supports advances in
memory and graphics technology such as DIMMs and AGP. It is used in
newer slimline design systems. The board is 8 to 9 inches by 10 to 13.6
inches.

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CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

System Board Form Factor

BTX

Intended to be the replacement for the ATX system board form factor, the
BTX form factor was designed to alleviate some of the issues that arose
from using newer technologies (which often demand more power and
create more heat) on system boards compliant with the circa-1996 ATX
specification. BTX features include:
● Low profile: The backplane is inches lower than the ATX.

● Thermal design: The BTX layout establishes a straighter path of

airflow with fewer obstacles, resulting in better overall cooling
capabilities.
● Structural design: The emerging need for heat sinks, capacitors, and
other components dealing with electrical and thermal regulation has
resulted in devices that can physically strain some motherboards. The
BTX standard addresses this issue by specifying better locations for
hardware mounting points. For example, the chips that make up the
system’s chipset are located closely to each other and to the hardware
they control to reduce delays in data transfer.

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ACTIVITY 1-2
Identifying System Unit Components
Scenario:
In this activity, you will identify system unit components.

1. Identify the system unit components in this graphic.

A a. Storage device
B b. Power supply
C c. System board
D d. Adapter card

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CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

2. Identify the system unit components shown in this graphic.

A a. Memory
B b. CPU

3. What is a system bus?

a) The communication path from memory to the adapter card slots.
b) The communication path between the CPU and memory.
c) The connection between the power supply and the system board.
d) The electronic pathway between the CPU and the storage devices.

4. True or False? There is at least one cooling system inside almost every personal
computer.
True
False

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TOPIC C
Storage Devices
In the last topic, you identified the main components of the system unit. The next group of
major internal computer components are the computer storage devices. In this topic, you will
identify the various types of storage devices used in personal computers.
As a computer technician, your responsibilities are likely to include installing and maintaining
different types of internal and external computer components, including storage devices. Identi-
fying the types of storage devices found in most personal computers will help when you are
asked to work on a personal computer.

Floppy Disk Drives (FDD)

Definition:
A floppy disk drive (FDD) is a personal computer storage device that reads data from, and
writes data to, removable disks made of flexible Mylar plastic covered with magnetic coating
and enclosed in stiff, protective, plastic cases. The vast majority of floppy drives are internal
devices that connect to the system board and get their power from the personal computer’s
power supply.

Example:

Figure 1-14: A floppy disk drive (FDD).

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Hard Disk Drives (HDD)

Definition:
A hard disk drive (HDD) is a personal computer storage device that uses fixed media, which
means that the disk is built into the drive and the drive remains in the computer unless you are
performing an upgrade or a repair. Hard drives connect directly to the system board via at least
one cable for data and one for power. The hard disk itself consists of several metal or hard
plastic platters with a magnetic surface coating. Data is stored magnetically and can be
accessed directly. Most hard drives are internal, but some are external.

Example:

Figure 1-15: A hard disk drive (HDD).

Optical Disks
Definition:
An optical disk is a personal computer storage device that stores data optically, rather than
magnetically. The removable plastic disks have a reflective coating and require an optical drive
to be read. In optical storage, data is written by either pressing or burning with a laser to cre-
ate pits (recessed areas) or lands (raised areas) in the reflective surface of the disc. A laser in
the optical drive then reads the data off the disc. Optical drives can be internal or external, and
they generally have a 5.25-inch form factor.

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Example:

Figure 1-16: Optical disks and drives.

Types of Optical Disks and Drives

Optical disks and drives come in several types.

Optical Disk
Type Description
CD-ROM Compact Disc-Read Only Memory. Data is permanently burned onto the disk
during its manufacture.
CD-R CD-Recordable. Data can be written to the disk only once.
CD-RW CD-Rewritable. Data can be written to the disk multiple times.
DVD-ROM Digital Video Disc-Read Only Memory, or Digital Versatile Disc-Read Only
Memory. Data is permanently burned onto the disk during its manufacture.
DVD-R DVD-Recordable. Data can be written to the disk only once.
DVD+R DVD Plus Recordable. Data can be written to the disk only once.
DVD+R DL DVD Plus Recordable Double Layer. Data can be written to the disk only once.
DVD-RW DVD-Rewritable. Data can be written to the disk multiple times.
DVD+RW DVD Plus Rewritable. Data can be written to the disk multiple times.
DVD-RAM DVD-Random Access Memory. Data can be written to the disk multiple times.

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CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

DVD Plus or Dash?

There are several competing DVD formats. DVD-ROM, DVD-R, DVD-RW, and DVD-RAM
are approved by the DVD Forum, while DVD+R, DVD+R DL, DVD+RW are not. Because
some of the competing formats are incompatible, many hybrid DVD drives have been
developed. These hybrid drives are often labeled DVD ±RW.

New Optical Disk Formats

Blu-ray Disk (BD) and High Density (or High Definition) DVD (HD DVD) are two competing
next-generation optical disk standards intended for high-density storage of high-definition video
as well as data storage. Both use blue laser light to read and store data. The blue laser has a
shorter wavelength than existing CD and DVD laser technologies, which enables the system to
store more data in the same amount of physical space.
● HD-DVD has less capacity per layer than Blu-ray, but is cheaper and easier to
manufacture. Current HD-DVD disks hold 30 GB total.
● Current Blu-ray disks hold 50 GB total. However, companies such as Sony are testing
experimental disks that have storage capacities of up to 200 GB.

Tape Drives
Definition:
A tape drive is a personal computer storage device that stores data magnetically on a tape that
is enclosed in a removable tape cartridge. Data on the tape must be read sequentially. The size
of external tape drives varies, but internal drives have a 5.25-inch form factor. Tape drives are
most commonly used to store backup copies of data.

Example:

Figure 1-17: A tape drive.

30 Lesson 1: Personal Computer Components

 CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

Solid State Storage

Definition:
Solid state storage is a personal computer storage device that stores data in special types of
memory instead of on disks or tape. Common types of solid state storage include the USB
devices commonly known as jump drives or thumb drives, flash memory cards, and secure
digital (SD) memory cards. Solid state storage uses a combination of volatile and non-volatile
memory to emulate mechanical storage devices, but solid state storage is usually faster than
mechanical storage because there are no moving parts.

Example:

Figure 1-18: Solid state storage.

Lesson 1: Personal Computer Components 31

CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

ACTIVITY 1-3
Identifying Storage Devices
Scenario:
In this activity, you will identify storage devices.

1. Match the storage type with the appropriate description.

Floppy disk drive a. Records data magnetically; most often
used for backups.
Hard disk drive b. Records and reads data by using a
laser.
Optical disk drive c. Records data magnetically on remov-
able disks.
Tape drive d. Records data on non-removable disks.
Solid state storage e. Records data in memory that emu-
lates a mechanical storage device.

2. Which optical drive media types enable you to write to an optical disk only once?
a) CD-ROM
b) CD-R
c) CD-RW
d) DVD-R
e) DVD-RW

32 Lesson 1: Personal Computer Components

 CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

TOPIC D
Personal Computer Connection Methods
You have now identified the primary components inside the system case. The next thing to do
is investigate the means by which those components, and other components, are connected
together to form a complete personal computer system. In this topic, you will identify personal
computer connection methods.
A personal computer is made up of many different components. To be able to work together
effectively to provide users with the computing power they need, these components need to be
able to communicate with each other. As personal computers have evolved over the years, dif-
ferent connection technologies have been implemented to provide communication among
computer components. As a computer technician, identifying the different connection technolo-
gies will enable you to install personal computer components quickly and effectively.

Ports
Definition:
A port is a hardware interface where you can connect devices to the computer. The port trans-
fers electronic signals between the device and the system unit. The port is either an electrically
wired socket or plug or a wireless transmission device. Ports can vary by shape, the number
and layout of the pins or connectors contained within the port, the signals the port carries, and
the port’s location. There are ports for both internal and external devices.

Example:

Figure 1-19: Ports enable devices to connect to a personal computer.

Genders
Ports and the cables that connect to them have genders. For example, if a computer port con-
sists of a plug, the matching cable connection will have a socket. The port in this case would
be the male connector and the cable would be the female connector.

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CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

Port Shapes
Ports can have different physical shapes such as male, female, round, rectangular, square, and
oblong. There is some standardization of physical properties and functions, though. For
example, most computers have a keyboard port (currently round, or telephone type), into
which the keyboard is connected.

PS/2 Ports
The round 6-pin ports that many keyboards and mice connect to are called PS/2 ports, after the
early IBM Personal System/2 personal computer. To avoid confusion between the identical-
looking keyboard and mouse ports, PS/2 ports are often color-coded to match the end of the
cable on the device: purple for the keyboard and green for the mouse. Or, there will be a
sticker with a picture of a mouse and keyboard near the connectors.
PS/2 ports are also called mini-DIN ports. DIN is the abbreviation for a German standards
organization. There is an older, larger DIN port with only 5 pins.

Personal Computer Connections

Definition:
A personal computer connection is the collection of hardware components that enables the
computer to communicate with internal or external devices. It comprises the ports on both the
computer and the device plus a transmission medium, which is either a cable with connectors
at each end or a wireless technology. Personal computer connections can be categorized by the
technology or standard that was used to develop the device.

Example:

Figure 1-20: Personal computer connections.

34 Lesson 1: Personal Computer Components

 CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

Serial Connections
Definition:
A serial connection is a personal computer connection that transfers data one bit at a time over
a single wire. Serial connections support two-way communications and are typically used for
devices such as fax machines or external modems. Serial ports have either 9-pin (DB-9) or
25-pin (DB-25) male connectors. A serial cable ends with a female connector to plug in to the
male connector on the system unit. On system units that have color-coded ports, the serial port
is teal-colored.

Example:

Figure 1-21: Serial connections.

Serial Transmissions
In a serial transmission, data is sent and received one bit at a time over a single wire. To
accomplish this, the serial communication process:
1. Disassembles bytes into bits on the sending end of the communication.
2. Sends the bits across the communication wires.
3. Reassembles the bits into bytes at the receiving end.

Serial Ports
Serial ports are typically called COM1, COM2, COM3, and COM4, where COM is short for
communications port. In modern systems, only one or two serial ports will be present. This
port is being phased out in favor of other standards, so you might find some systems with no
serial ports at all.

Other Uses for Serial Connections

Serial connections can be used for direct PC-to-PC connections and to connect some mice,
printers, and Personal Digital Assistant (PDA) devices.

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CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

Parallel Connections
Definition:
A parallel connection is a personal computer connection that transfers data eight bits at a time
over eight wires and is typically used to connect a printer to a system unit. Parallel connec-
tions in older personal computers support only one-way or unidirectional communications.
Most computers now have parallel ports that support bidirectional communications. Standard
parallel ports have 25-pin female connectors. A parallel cable has a 25-pin male connector to
plug into the system unit and a 36-pin male Centronics connector at the other end to attach to
the external device. On system units that have color-coded ports, the parallel port is burgundy
or dark pink.

Example:

Figure 1-22: Parallel connections.

Parallel Ports
A PC can have up to three parallel ports, referred to as LPT1, LPT2, and LPT3. LPT is short
for line printer.

Other Uses for Parallel Connections

In addition to printers, other devices, such as older scanners, some network adapters, CD-ROM
drives, and other types of external drives used to be connected to a system unit by using paral-
lel ports. Some devices had piggy-back connections, enabling you to install a second parallel
device on a port with the first device.

36 Lesson 1: Personal Computer Components

 CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

Universal Serial Bus (USB) Connections

Definition:
A USB connection is a personal computer connection that enables you to connect multiple
peripherals to a single port with high performance and minimal device configuration. USB
connections support two-way communications. Most computers today have one or more USB
ports and can, with the use of USB hubs, support up to 127 devices per port. USB cables usu-
ally have different connectors at each end. The computer end of the cable ends in a Type A
connector. The device end of the cable ends in a Type B connector. The size of the connector
varies depending on the device.

Example:

Figure 1-23: USB connections.

USB Standards
USB 2.0 is the current standard. It can communicate at up to 480 Mbps. The original USB 1.1
standard is still commonly found in devices and systems. It can communicate at up to 12
Mbps. A USB 2.0 device connected to a USB 1.1 hub or port will only communicate at USB
1.1 speeds, even though it might be capable of faster speeds. Windows XP will inform you of
this when you connect the device.

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CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

IEEE 1394 and FireWire Connections

Definition:
A FireWire connection is a personal computer connection that provides a high-speed interface
for peripheral devices that are designed to use the IEEE 1394 standard. FireWire can support
up to 63 devices on one FireWire port. FireWire 400 transmits at 400 Mbps and uses either a
6-pin bullet-shaped powered connector or a 4-pin square-shaped unpowered connector.
FireWire 800 transmits at 800 Mbps and uses a 9-pin connector.

Example:

Figure 1-24: FireWire connections.

FireWire Terminology
Apple Computer was the primary vendor to promote the IEEE 1394 standard, and used the
FireWire name as a trademark for the IEEE 1394 implementation included in its Macintosh
systems. FireWire has since become the common name for all IEEE 1394 devices.

FireWire vs. USB

FireWire predated USB and was faster than the original USB 1.1 standard. USB 2.0, with its
increased speed, has largely superseded FireWire. However, although USB 2.0 is faster by the
numbers than FireWire, FireWire is actually faster on throughput, making it ideal for video/
audio file transfers and external storage devices. A file transfer of 100 separate documents
might be slightly faster on USB than FireWire, but a file transfer of a single 2 GB video file
will be much faster in FireWire. Also, while USB provides a device up to 5V power, FireWire
provides up to 12V power on the wire.

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 CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

Small Computer Systems Interface (SCSI)

Connections
Definition:
SCSI is an older connection standard, typically used for storage devices such as tape and hard
drives, that remains in use due to its reliability and high speed. A SCSI adapter has a port for
external devices and a connection for internal devices. SCSI devices themselves can have mul-
tiple ports, enabling you to connect several devices in a chain to one SCSI adapter. Each
device in the chain requires a unique ID, which you configure by using switches or jumpers.
SCSI cables have 50-pin, 68-pin, or 80-pin connectors depending upon the type of SCSI in
use.

Example:

Figure 1-25: SCSI connections.

Parallel ATA (PATA) Connections

Definition:
A PATA connection is a drive connection standard that provides a parallel data channel from
the drive controller to the disk drives. Originally called IDE, EIDE, or ATA, PATA connections
are used to connect internal hard drives, optical drives, and tape drives to the system board.
On the system board, two sockets provide connections for up to two drives per socket. PATA
cables are ribbon cables with 40 or 80 wires and 40-pin connectors.

You might hear PATA pronounced “Parallel ay-tee-ay,” “PEE-ay-tee-ay,” “PAY-tuh,” or “PAT-uh.”

Lesson 1: Personal Computer Components 39

CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

Example:

Figure 1-26: PATA connections.

ATA, IDE, and EIDE

IDE (Integrated Drive Electronics) and EIDE (Enhanced IDE) are alternative names for the
ATA (Advanced Technology Attachment) standards that are now referred to as PATA. (After
Serial ATA drives became popular, the PATA term was coined to refer to the parallel drives.)
There have been several versions of the ATA standard, with successive versions providing sup-
port for different types of devices, or providing performance enhancements such as higher data
rates. For example, ATAPI (Advanced Technology Attachment Packet Interface) provides sup-
port for tape drives and CD-ROM drives, while ATA-7 supports data rates up to 133 MB/sec.

Master and Slave Designations

PATA drives are configured in a master/slave hierarchy, usually by setting jumpers. Each PATA
channel can support one or two devices. Because each PATA device contains its own integrated
controller, you need to have some way of differentiating between the two devices. This is done
by giving each device a designation as either master or slave, or by using the Cable Select
feature to assign master and slave designations, and then having the controller address com-
mands and data to either one or the other.
● In the master/slave configuration scheme, the drive that is the target of the command
responds to it, and the other one ignores the command, remaining silent. Each manufac-
turer uses a different combination of jumpers for specifying whether its drive is master or
slave on the channel, though they’re all similar. Some manufacturers put this information
right on the top label of the drive itself, while others do not. Jumpering information is
available in the hard disk’s documentation, or by checking the manufacturer’s website and
searching for the model number.
● With Cable Select, you don’t have to set jumpers to designate which device is master and
which is slave. The connectors that are connected to the devices take care of the
configuration. To set up Cable Select, you need to use a jumper to set both devices on the
channel to the Cable Select (CS) setting, along with a special cable. This cable is similar
in most respects to the regular PATA cable, except for the CSEL (Cable SELect) signal,
which the devices use to determine which is the master and which is the slave.

40 Lesson 1: Personal Computer Components

 CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

Serial ATA (SATA) Connections

Definition:
A SATA connection is a drive connection standard that enhances PATA by providing a serial
data channel between the drive controller and the disk drives. SATA transfer speeds are much
higher than PATA for the same drive technologies. SATA’s physical configuration is also easier
because the SATA serial cables are much smaller, thinner, and more flexible than traditional
PATA ribbon cables. SATA connectors have four pins.

You might hear SATA pronounced “Serial ay-tee-ay,” “ESS-ay-tee-ay,” “SAY-tuh,” or “SAT-uh.”

Although current practice is to use the terms IDE and PATA interchangeably, you should be
aware that SATA is also a type of IDE drive.

Example:

Figure 1-27: SATA connections.

Lesson 1: Personal Computer Components 41

CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

ACTIVITY 1-4
Identifying Personal Computer Connection Methods
Scenario:
In this activity, you will identify personal computer connection methods.

1. Identify the connection types listed.

A a. Parallel
B b. Serial
C c. USB

2. Which PC connection type is sometimes called IDE?

a) FireWire
b) PATA
c) SATA
d) SCSI
e) USB

3. Which connection type supports up to 127 peripherals in a single connection?

a) IEEE 1394
b) SATA
c) Parallel
d) USB

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 CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

4. Which cable has the smallest connectors?

a) SCSI
b) PATA
c) SATA
d) Parallel

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CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

Lesson 1 Follow-up
In this lesson, you have identified the components that make up most standard desktop per-
sonal computers. The ability to identify the various parts of personal computers is essential
foundational knowledge for every computer technician.
1. How many of the personal computer components described are familiar to you?

2. What is the most important component of a computer?

44 Lesson 1: Personal Computer Components

 Operating System
2 Fundamentals
Lesson Time: 2 hour(s), 15 minutes

Lesson Objectives:
In this lesson, you will identify fundamental components and functions of personal
computer operating systems.
You will:
● Identify the major personal computer operating systems.
● Identify the primary components of the Windows user interface.
● Identify the primary tools and functions used in Windows file system
management.
● Identify Windows system management tools.
CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

Introduction
In the previous lesson, you identified the hardware components of standard desktop personal
computers. The other major element of a personal computer is its operating system software.
In this lesson, you will identify the fundamental components and functions of personal com-
puter operating systems.
As a professional IT support representative or PC service technician, your job will entail
installing, upgrading, configuring, troubleshooting, and optimizing personal computer operating
systems. Before you can perform any of those important functions, you need to understand the
basics of what operating systems are, including their various versions, features, components,
and technical capabilities. With this knowledge, you can build a career in which you can pro-
vide effective support in all types of system environments.
This lesson covers all or part of the following CompTIA A+ (2006) certification objectives:
● Topic A:
■ Exam 220–601 (Essentials): Objective 3.1
■ Exam 220–603 (Remote Technician): Objective 2.1
● Topic B:
■ Exam 220–601 (Essentials): Objective 3.1, Objective 3.3
■ Exam 220–602 (IT Technician): Objective 3.1
■ Exam 220–603 (Remote Technician): Objective 2.1
● Topic C:
■ Exam 220–601 (Essentials): Objective 1.2, Objective 3.1, Objective 3.3
■ Exam 220–602 (IT Technician): Objective 3.1, Objective 5.2., Objective 6.1
■ Exam 220–603 (Remote Technician): Objective 2.1, Objective 4.2, Objective 5.2
● Topic D:
■ Exam 220–601 (Essentials): Objective 3.1, Objective 3.3
■ Exam 220–602 (IT Technician): Objective 1.3, Objective 3.1
■ Exam 220–603 (Remote Technician): Objective 1.3, Objective 2.1

46 Lesson 2: Operating System Fundamentals

 CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

TOPIC A
Personal Computer Operating Systems
In this lesson, you will identify the fundamental components and functions of personal com-
puter operating systems. The first step is to learn about the various operating systems available
today, and to identify those that are commonly used on personal computers. In this topic, you
will identify the major personal computer operating systems.
Although Microsoft® Windows® is the dominant operating system in the personal computer
market today, there are other operating systems that can run on various desktop and laptop
computers. These operating systems vary in their popularity, system requirements, and features.
As a support professional, you should be familiar with the operating systems that can be
installed on personal computers so that you can support a variety of computer environments.

Microsoft Windows
Microsoft Windows is the single most popular and widely deployed operating system on both
desktop computers and server systems in the world today. The various versions of Windows all
feature a graphical user interface, support for a wide range of applications and devices, a mini-
mum of 32-bit processing, native networking support, and a large suite of built-in applications
and accessories such as the Internet Explorer web browser. Windows currently comes pre-
installed on many personal computers sold commercially.

Microsoft Windows Versions

Microsoft Windows comes in several different versions and revision levels for use on both per-
sonal computers and network servers. They are described in the following table.

Lesson 2: Operating System Fundamentals 47

CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

Version Description
Windows XP Windows XP is Microsoft’s primary operating system for
desktop and laptop computers for both home and office
use. It comes in several distinct editions.
● Windows XP Professional, the flagship Windows XP
edition, intended for office use in networked corporate
environments. It supports individual file-level security
and encryption, policy-based configuration manage-
ment, and domain as well as workgroup membership.
● Windows XP Home Edition, intended for private home
users. Windows XP Home is very similar in look and
feel to Windows XP Professional, but does not support
some of the Windows XP Professional security and
management features.
● Windows XP Media Center Edition, optimized for
media-based activities such as recording live TV, orga-
nizing and playing music, and managing digital
photographs.
● Windows XP Tablet PC edition, for tablet-type PCs.

● Windows XP Professional x64 Edition, for computers

with 64-bit processors.
Windows Server 2003 Microsoft’s current server-oriented operating system.
Windows Server 2003 is currently available as Release 2
(R2). Windows Server 2003 R2 comes in several
editions.
● Windows Server 2003 R2 Standard Edition, for gen-
eral purpose use as a file server or service host, or to
support small and medium business needs.
● Windows Server 2003 R2 Enterprise Edition, opti-
mized to support enterprise network management for
large numbers of users, computers, and services.
● Windows Server 2003 R2 Datacenter Edition, for
high-availability applications and databases.
Windows 2000 Windows 2000 was a prior version of Microsoft’s enter-
prise operating system software. It was available in
several Server editions as well as in a desktop version,
Windows 2000 Professional. The Server version was the
first to include Microsoft’s standards-based directory ser-
vice software, Active Directory. Microsoft no longer
provides active product support for Windows 2000 Server
or Professional.

48 Lesson 2: Operating System Fundamentals

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Version Description
Windows 9x and Windows Me Prior to Windows XP, the Windows 9x group of operating
systems were Microsoft’s primary products for end-user
and home PCs. They were complete operating systems
with built-in networking, but used a different code base
and a different graphical interface design from the Win-
dows Server computers available at that time, as well as
from the later Windows XP operating system family. This
group of operating systems is no longer supported.
● Windows 95 was Microsoft’s first release of a com-
plete desktop operating system, as opposed to a
system shell for lower-level system software. It was
the first to provide a graphical interface based around
the Start menu and taskbar.
● Windows 98 was a popular and widely adopted ver-
sion within the Windows 9x product line. It was also
released as Windows 98 SE (Service Edition).
● Windows Me (Millennium Edition) was the final
release in the Windows 9x code base family. It was
released in 2000.
Windows NT versions There were several prior versions of Windows Server
software, all released under the Windows NT (aka New
Technology) brand. As a group, they employed the Win-
dows 3.1 graphical interface and implemented network
domain configurations on a proprietary Microsoft model.
● Windows NT 3.1 Advanced Server and its client ver-
sion, Windows NT 3.1, were the first 32-bit versions
of Windows. They were released in 1993.
● Windows NT 3.5x and its client version, Windows NT
Workstation 3.5x, were the first Windows versions
considered to be robust enough for enterprise network
support. They were released in 1995.
● Windows NT 4.0 and its client version, Windows NT
Workstation 4.0, were the first versions to use TCP/IP
as the preferred protocol. They were released in 1996.

Lesson 2: Operating System Fundamentals 49

CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

Version Description
Older Windows desktop operating systems The first Windows desktop operating systems were
“shell” programs that ran on top of the underlying DOS
command-line-based operating system. They extended
DOS by providing a graphical interface, extended
memory support, mouse support, and the ability to have
multiple programs open at once.
● Windows 1.0 (released in 1985), Windows 2.0
(released in 1987), Windows/286, and Windows/386
were earlier releases but were not that popular.
● Windows 3.0 was the first commercially successful
version of Windows. It was released in 1990.
● Windows 3.1 was the primary end-user desktop ver-
sion of Windows until the advent of Windows 95. It
was released in 1992.
● Windows for Workgroups was an extension of Win-
dows 3.1 that incorporated workgroup networking
support using the NetBEUI protocol. It was released in
1992.

Microsoft is always developing new versions of both its desktop and server editions of
Windows. The company released Windows Vista for the desktop in early 2007. It also plans a
new version of Windows Server, code-named “Longhorn,” for server systems. For more infor-
mation, see http://www.microsoft.com/windowsvista/default.aspx and http://
www.microsoft.com/windowsserver/longhorn/default.mspx.

DOS, short for Disk Operating System, was the major operating system for the majority of
IBM-style personal computers until the release of Windows 95. DOS supported only 1 MB of
memory without additional software enhancements, and did not support running multiple pro-
grams simultaneously. Windows has maintained support for running legacy DOS programs
and provides a command-line interface at which you can issue standard DOS commands.

UNIX
UNIX® is a trademark for a family of operating systems originally developed at Bell Laborato-
ries beginning in the late 1960s. All UNIX systems share a kernel/shell architecture, with the
kernel providing the core functionality and the interchangeable shells providing the user
interface. Unlike many operating systems, UNIX is portable to different hardware platforms;
versions of UNIX can run on everything from personal computers to mainframes and on many
types of computer processors. UNIX also incorporates built-in multitasking, multiuser support,
networking functions, and a robust platform for software development.

50 Lesson 2: Operating System Fundamentals

 CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

Figure 2-1: UNIX and its architecture.

UNIX Versions
Many different companies and organizations have licensed the UNIX name and technology,
and marketed their own UNIX versions, leading to a proliferation of different UNIX families,
system names, and interfaces. Different hardware manufacturers tend to favor particular ver-
sions, or “flavors,” of UNIX. The following table lists some of the most important UNIX
categories you will encounter.

UNIX Version Description

Berkeley Software Distribution (BSD) UNIX Any of a group of UNIX versions that fol-
lowed the innovations incorporated into UNIX
at the University of California at Berkeley.
System V Release 4 (SVR4) UNIX The standard for UNIX systems that follow
the AT&T development architecture. It was
issued to unify standards and features in com-
peting versions of UNIX, including BSD
UNIX, and it is the foundation for current
UNIX-based systems.
Portable Operating System for Computer Envi- A set of IEEE standards for portability of
ronments (POSIX) applications from one UNIX environment to
another. An application should run identically
on any POSIX-compliant platform.
Single UNIX Specification (SUS) A set of specifications issued by The Open
Group (www.opengroup.org), setting software
standards for operating systems that qualify
for the name UNIX.

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Linux
Linux® is an open-standards UNIX derivative originally developed and released by a Finnish
computer science student named Linus Torvalds. The Linux source code was posted publicly
on a computing newsgroup, and the code was developed and tested cooperatively all over the
world. Because the source code is open, it can be downloaded, modified, and installed freely.
However, many organizations prefer to purchase and implement a Linux distribution, which is
a complete Linux implementation, including kernel, shell, applications, utilities, and installation
media, that is packaged, distributed, and supported by a software vendor.

Linux is usually pronounced “LINN-ux.” It is a combination of Linus Torvalds’s first name (pro-
nounced LEEN-us TOUR-valds in Swedish) and UNIX.

The official symbol of the Linux operating system is “Tux” the penguin, which serves as a mas-
cot for the Linux community and as a Linux logo. For information about the Linux penguin, see
www.linux.org/info/logos.html.

Open vs. Proprietary

Open standards are any type of software-development standards that are arrived at coopera-
tively and are not owned, copyrighted, or maintained by any particular organization or
commercial enterprise. Open standards are the opposite of proprietary development.

Linux Release Versions

The first version of the Linux kernel that was publicly released was version .02, released in
1991. Linux kernel version 2.6.20-rc4 was available as of January, 2007. For more information
about Linux and its versions, see the Linux home page at www.linux.org.

Popular Linux Distributions

The following table lists some popular Linux distributions.

Vendor Description
® ®
Red Hat Linux A popular USA distribution designed to be easy for new users to install
and use.
SuSE® A popular European distribution, now owned by Novell.
® ®
Mandriva Linux A Red Hat variant optimized for Pentium processors. Formerly known
as Mandrake Linux.
Debian® A free distribution assembled by volunteers that contains many utilities
and supports many hardware platforms.
Gentoo® A source-code distribution designed for professional developers and
computer hobbyists.

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SuSE is properly pronounced ZOO-zuh, but is often pronounced to rhyme with Suzie.

Apple Macintosh Operating Systems

Apple® Computing, Inc. markets the proprietary Macintosh® operating system with its own
graphical user interface design. Mac OS® X features:
● Multiple user support.
● Integrated Mac, Windows, and UNIX server, file, and printer browsing in the Finder.
● The Safari™ Web browser.
● Native TCP/IP networking.
● Many file- and network-level security features.
● And, wide hardware device support with a unique Macintosh computer system design.

OS X is pronounced “Oh Ess Ten.”

Mac OS Versions
There have been several versions of the Macintosh operating system.

Version Description
® ™
Mac OS X Tiger A version of the Mac OS operating system that can run on both Intel
and PowerPC processors. It features various enhancements to OS X,
including Spotlight™ search technology.
Mac OS X The first Mac operating system to be developed as a UNIX derivative.
It is based on an open-source UNIX implementation called Darwin and
features a user interface called Expose.
Prior Mac OS ver- Older versions of the Macintosh operating system were based on a
sions proprietary system architecture and utilized the proprietary AppleTalk®
file and print services and LocalTalk® network topology. Security was
based on user roles, including administrative user accounts, normal
user accounts, limited user accounts, and panel user accounts.

The next release of the Mac OS X operating system will be named Mac OS X
Leopard. For more information on Leopard, see http://www.apple.com/macosx/
leopard/.

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ACTIVITY 2-1
Discussing Operating Systems
Scenario:
In this activity, you will discuss various personal computer operating systems.

1. Match the version of Windows with its description.

Windows XP Professional a. A desktop version of Windows that
provided a graphical shell for DOS.
Windows XP Home b. The flagship Windows version
intended for desktop use in corporate
business environments as well as for
general use.
Windows XP Media Cen- c. A version of Windows that is optimized
ter for activities such as recording live TV,
playing music, and managing digital
images.
Windows 98 d. A popular complete Windows operat-
ing system including network support,
built on a unique code base that is no
longer supported.
Windows 3.1 e. A version of Windows intended for
private users, with a limited set of
security and management features.
Windows 2000 Profes- f. A desktop version, no longer sup-
sional ported, of Microsoft’s enterprise server
operating system software.

2. Which statements about UNIX are true?

a) There are many versions of UNIX from different developers and distributors.
b) All versions of UNIX use the same shell, or user interface.
c) UNIX versions are proprietary.
d) UNIX is a multiuser, multitasking system.
e) It was developed using open-source methodology.

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3. Which statements about Linux are true?

a) It was developed as open-source software.
b) Developers must obtain permission to access and modify the source code.
c) Development was initiated and managed by Linus Torvalds.
d) Releases of Linux are unstable.
e) Linux distributions can provide tools, utilities, and system support.

4. Mac OS X can:
a) Be downloaded and modified freely.
b) Integrate browsing for files created in other operating systems.
c) Support many hardware devices.
d) Run the Windows XP user interface.

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TOPIC B
Windows User Interface Components
In the previous topic, you identified the major personal computer operating systems and
learned that Microsoft Windows is the most common of those operating systems in use today.
Your next step in preparing to support the Microsoft Windows operating system is to identify
the elements of Windows that users interact with most often. In this topic, you will identify the
primary components of the Windows user interface.
The Windows user interface is the starting point for interacting with the Windows operating
system for systems professionals and end users alike. As a professional support technician,
you’ll need to understand the user interface both so that you can utilize it to interact with Win-
dows efficiently in your own work, and so that you can help users who want to understand the
system and use it effectively.

The Windows Desktop

The Windows desktop is a general term for the overall contents of the computer screen that
displays whenever Windows is running. The desktop always contains the taskbar and Start but-
ton as well as desktop icons and shortcuts that users can click to launch programs and
documents. The remainder of the screen can display graphic images, patterns, or simply a
background color. The desktop is highly configurable, so the specific appearance of it will
depend upon the Windows version in use and the user’s preferences.

Figure 2-2: The Windows desktop.

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The Taskbar
The taskbar is located at the bottom of the Windows XP screen. It contains:
● The Start button.
● The optional Quick Launch toolbar, which provides one-click access to frequently used
programs.
● Buttons for any open programs.
● And, the notification area, which includes the clock icon plus icons for various system
tools. You can access the properties of these programs by clicking or right-clicking the
icons.

Figure 2-3: The taskbar.

The notification area of the taskbar is also called the System Tray.

The Start Menu

The Start menu is the main entry point into the Windows user interface. You can access pro-
grams, tools, and documents by choosing them directly from the Start menu or from one of its
sub-menus. The Start menu can display the name of the current user or the Windows version
in use. To open the Start menu, click the Start button on the taskbar.

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Figure 2-4: The Start menu.

Start Menu Contents and Views

The default installations of the different Windows operating systems will arrange the Start
menu in slightly different ways. Some programs also add icons to the Start menu when they
are installed. The following table shows the default Start menu contents for Windows 2000
Professional and Windows XP Professional.

Operating System Default Start Menu Contents

Windows 2000 Professional ● A link to the Windows Update website.
● The Programs menu.
● The Documents menu.
● The Settings menu.
● The Search menu.
● A shortcut to Windows Help.
● The Run command.
● The Shut Down command.

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Operating System Default Start Menu Contents

Windows XP Professional ● Program shortcuts that are pinned to the top
of the Start menu; by default, these are
Internet Explorer and Outlook Express.
● Shortcuts to frequently used programs; by
default, these include MSN® Internet
Explorer®, Windows Media® Player, Win-
dows Movie Maker, Tour Windows XP, and
the Files and Settings Transfer Wizard.
● The All Programs menu.
● The My Documents folder.
● The My Recent Documents folder.
● The My Pictures folder.
● My Computer.
● My Network Places.
● Control Panel.
● Printers and Faxes.
● A shortcut to Windows Help and Support.
● The Search function.
● The Run command.
Icons for other commonly used programs are
added automatically as you use the system.
You can also pin items to the Start menu
manually.

In Windows XP, users can modify the contents of white areas of the Start menu. The system
controls the contents of the blue areas of the Start menu.
If you prefer the Windows 2000-style arrangement of the Start menu, Windows XP offers a
similar configuration, called the Classic Start Menu. To use the Classic Start Menu in Windows
XP, right-click the taskbar and choose Properties. Click the Start Menu tab, select Classic Start
Menu, and then click OK.

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ACTIVITY 2-2
Examining the Taskbar and Start Menu
Scenario:
In this activity, you will examine the Windows XP taskbar and Start menu.

There is a simulated version of this activity available on the CD-ROM that shipped with this
course. You can run this simulation on any Windows computer to review the activity after
class, or as an alternative to performing the activity as a group in class. The activity simula-
tion can be launched either directly from the CD-ROM by clicking the Interactives link and
navigating to the appropriate one, or from the installed data file location by opening the C:\
085820Data\Simulations\Lesson#\Activity# folder and double-clicking the executable (.exe)
file.

What You Do How You Do It

1. Log on to Windows XP a. On the Welcome Screen, click the

Professional. Admin## user account.

b. In the Type Your Password text box, type

!Pass1234 and press Enter.

2. Examine the Start menu. a. Click the Start menu.

b. The name of the current user appears at

the top of the Start menu. There are areas
for pinned programs, frequently-used pro-
grams, and links to applications, folders,
and menus. Point to the All Programs
menu.

c. The All Programs menu contains several

submenus. To run a program and close
the Start menu, choose Accessories→
Notepad.

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3. Identify the areas of the taskbar. a. Buttons on the taskbar enable you to
access running programs and open
documents. To minimize Notepad, click
the Notepad button on the taskbar.

b. To close Notepad from the taskbar, right-

click the Notepad button and choose
Close.

c. The system tray at the right end of the

taskbar contains links to system
accessories. You can point to the current
time in the system tray to display the date
and time. Double-click the current time
in the system tray to open the Clock
program.

d. Administrators can use the Date And Time

Properties box to change the date, time,
and time zone. Click OK.

e. Right-click an open area of the taskbar

and choose Toolbars→Quick Launch.

f. The Quick Launch toolbar provides one-

click access to frequently-used programs.
In the Quick Launch toolbar, click the
Internet Explorer icon.

g. Close the Internet Explorer window.

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4. Examine the Start menu and a. Right-click an open area of the taskbar
taskbar configuration settings. and choose Properties.

b. You can make various selections to affect

the appearance and behavior of the
taskbar and notification area. Click the
Start Menu tab.

c. You can choose the Start Menu or Classic

Start Menu display, and you can custom-
ize either one. Click OK.

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Windows Explorer
Windows Explorer is a graphical tool that enables users to manage files and folders on a com-
puter, including the contents of hard disks, floppy drives, CD and DVD drives, and any other
storage devices attached to the computer. The left side of Windows Explorer holds the
Explorer bar, which by default displays the folder hierarchy; the right pane displays the con-
tents of the selected item.

You can run Windows Explorer in Windows 2000 and Windows XP from the Accessories
group on the Start menu.

Figure 2-5: Windows Explorer.

You can also open Windows Explorer by right-clicking an object and choosing Explore. Win-
dows Explorer will open with the object you right-clicked selected in the folder hierarchy. For
example, if you right-click the Start menu and choose Explore, Windows Explorer opens and
displays the contents of the Start Menu folder on the disk.

You can choose to display other contents in the Explorer Bar. In Windows Explorer, choose
View→Explorer Bar and then choose Search, Favorites, History, Research, or Folders.

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My Computer
Like Windows Explorer, My Computer is used to manage files and folders on a computer and
on any storage devices attached to the computer. My Computer is simply a single-pane view of
Windows Explorer, with a context-sensitive Task Pane on the left instead of the Explorer Bar.
The Task Pane contains links to common tasks and resources that relate to the selected item.
My Computer can be available as an icon on the Windows desktop and also from the Start
menu in Windows XP.

Figure 2-6: My Computer.

You can switch at any time between the My Computer single-pane view and the Windows
Explorer two-pane view by turning the Explorer Bar on or off. To turn the Explorer Bar off,
choose View→Explorer Bar and then click whichever Explorer Bar view has a check mark by
it.

You can configure options for how you view and interact with My Computer or Windows
Explorer windows by choosing Tools→Folder Options.

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The My Documents Folder

Each user on a Windows system has a personal folder named My Documents for storing the
user’s individual files. The My Documents folder for the current user can be available as an
icon on the desktop, and it appears on the Start menu. The My Documents folder is part of a
collection of user-specific settings and folders known as the user profile. User profile folders
are named for each user and are stored on the drive where Windows is installed.

Figure 2-7: My Documents.

Each user’s profile can be found on the disk in the path C:\Documents and Settings\user
name. The My Documents folder is a subfolder within each user’s profile folder.

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ACTIVITY 2-3
Examining Folder Management Tools
Scenario:
In this activity, you will examine the My Documents folder and other contents of My Com-
puter and Windows Explorer.

There is a simulated version of this activity available on the CD-ROM that shipped with this
course. You can run this simulation on any Windows computer to review the activity after
class, or as an alternative to performing the activity as a group in class. The activity simula-
tion can be launched either directly from the CD-ROM by clicking the Interactives link and
navigating to the appropriate one, or from the installed data file location by opening the C:\
085820Data\Simulations\Lesson#\Activity# folder and double-clicking the executable (.exe)
file.

What You Do How You Do It

1. Examine My Computer. a. Choose Start→My Computer.

b. The My Computer window has a blue

Task Pane on the left. The window shows
the various drives, folders, and other stor-
age areas available on the computer. To
open drive C, double-click the Local
Disk (C:) icon.

c. You can see the folders on the C drive.

The contents of the Task Pane change
according to the contents of the folder
window. In the Task Pane, under Other
Places, click My Computer.

d. The Address bar provides another way to

navigate the contents of My Computer. In
the Address bar, click the drop-down
arrow.

e. In the Address list, click Local Disk (C:).

f. To return to the My Computer view, click

the Address drop-down arrow and
choose My Computer.

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2. Examine My Documents. a. In the Task Pane, under Other Places,

click My Documents.

b. By default, the My Documents folder con-

tains two subfolders, My Music and My
Pictures. Click the My Computer link.

c. The My Documents folder for the current

user appears in My Computer. Double-
click the Admin##’s Documents folder
icon.

d. Close the My Documents window.

e. My Documents is also available from the

Start menu. Choose Start→My
Documents.

f. Close the My Documents window.

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3. Examine Windows Explorer. a. Choose Start→All Programs→

Accessories→Windows Explorer.

b. Windows Explorer has a two-pane view

that shows the Explorer bar on the left
and the folder contents on the right. In the
Explorer bar, in the Folders list, click the
plus signs to expand My Computer,
Local Disk (C:).

c. You can see the folder hierarchy for drive

C. To see the contents of drive C, select
Local Disk (C:).

d. To close the Folders list and switch to My

Computer view, click the Close box in
the Explorer Bar.

e. To switch back to Windows Explorer view,

choose View→Explorer Bar→Folders.

f. Close Windows Explorer.

g. You can use the Explore choice to open

an Explorer view of any selected item.
Choose Start, right-click My Docu-
ments, and choose Explore.

h. Close Windows Explorer.

The Control Panel

The Control Panel is a graphical interface that provides access to a number of utilities that you
can use to configure the Windows operating system or the computer’s hardware. The following
table shows some of the most commonly-used Control Panel utilities.

Control Panel is available from the Start menu, and as a link in various My Computer views.

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Utility Use To
Add Hardware Install or remove hardware devices from the
computer.

Add or Remove Programs Install or remove application software from the

computer.

Display Configure the wallpaper, screen saver, color

scheme, and screen resolution for the computer’s
monitor.

Mouse Configure mouse properties, such as whether

you’re using the mouse left-handed or right-
handed, the double-click speed, pointer style, and
acceleration.

Network Connections Manage network and Internet connections.

Printers and Faxes Manage printers, scanners, and fax settings.

Sounds and Audio Devices Manage audio settings.

System Configure hardware profiles, devices, and perfor-

mance settings such as virtual memory.

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Utility Use To
User Accounts Manage local user accounts on Windows XP.

In Windows XP, by default, the Control Panel utilities are grouped together in related catego-
ries, such as Performance and Maintenance. You can display the utilities as a list by clicking
Switch To Classic View in the Task Pane of Control Panel. To switch back to the default, click
Switch To Category View.

The names of the Control Panel utilities vary slightly between Windows 2000 and Windows
XP. For example, Windows XP has a utility called Add Hardware; the corresponding utility in
Windows 2000 is called Add/Remove Hardware. Some third-party or computer manufacturer’s
utilities might also add their own icons to Control Panel.

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ACTIVITY 2-4
Exploring the Control Panel
Scenario:
In this activity, you will explore the components of the Control Panel.

There is a simulated version of this activity available on the CD-ROM that shipped with this
course. You can run this simulation on any Windows computer to review the activity after
class, or as an alternative to performing the activity as a group in class. The activity simula-
tion can be launched either directly from the CD-ROM by clicking the Interactives link and
navigating to the appropriate one, or from the installed data file location by opening the C:\
085820Data\Simulations\Lesson#\Activity# folder and double-clicking the executable (.exe)
file.

What You Do How You Do It

1. Examine Control Panel utilities. a. Choose Start→Control Panel.

b. Control Panel tools are grouped by

function. Click Appearance And Themes.

c. Appearance And Themes contains a num-

ber of related tools and links, as well as
context-sensitive links in the Task Pane.
Click Taskbar And Start Menu.

d. The Taskbar And Start Menu Properties

dialog box opens. Click Cancel.

e. Click the Back button.

f. Examine other categories in Control

Panel.

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2. Change the Control Panel view. a. In the Task Pane, click Switch To Clas-
sic View.

b. Click Switch To Category View.

c. You might see either one of these views

on Windows XP computers. Close Con-
trol Panel.

The Command Prompt

Windows provides a Command Prompt interface that enables you to enter text-based com-
mands or run command-line tools. Command-line tools accept only text input, and they output
information either in text format or by opening a graphic display window. You can use
command-line equivalents of graphical tools to create batch programs or scripts that automate
administrative tasks. Some administrators and power users might also find command-line man-
agement to be more streamlined and efficient than working through a graphical interface.

Figure 2-8: The Command Prompt interface.

Because you can run DOS-type commands at the Command Prompt, it is sometimes casually
called the “DOS prompt.”

Command Interpreters
Windows provides two different command interpreters. The typical Command Prompt interface
is the Windows XP command interpreter. To access the Command Prompt interface, you can
either run cmd.exe or choose the Command Prompt item from the Accessories menu. Win-
dows XP also includes the DOS command interpreter, command.com, to support running
DOS-based applications with an MS-DOS subsystem.

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Sample Command-line Tools

The following table gives some examples of common command-line tools you can use to man-
age Windows computers. Because the syntax for a tool might vary slightly between operating
systems, you should check online help for the exact syntax. To view online help at the Com-
mand Prompt, enter the command followed by a forward slash and a question mark (for
example, format /?). For a list of all the available commands, type help at the command
prompt.

Tool Function and Syntax

Dir List the contents of a directory (folder).
dir [path] [switches]
Cd Change to another directory.
cd drive:path
Copy Copy files.
copy source destination
Del Delete files.
del filename
Md Create a directory.
md foldername
Rd Delete a directory.
rd foldername
Rename Rename a file.
rename drive:path oldfilename newfilename
Type Display the contents of a text file.
type drive:path filename
Ver Display the operating system version.
ver

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ACTIVITY 2-5
Running the Command Prompt
Scenario:
In this activity, you will run the Command Prompt interface and enter basic commands.

There is a simulated version of this activity available on the CD-ROM that shipped with this
course. You can run this simulation on any Windows computer to review the activity after
class, or as an alternative to performing the activity as a group in class. The activity simula-
tion can be launched either directly from the CD-ROM by clicking the Interactives link and
navigating to the appropriate one, or from the installed data file location by opening the C:\
085820Data\Simulations\Lesson#\Activity# folder and double-clicking the executable (.exe)
file.

What You Do How You Do It

1. Open a Command Prompt. a. Choose Start→All Programs→

Accessories→Command Prompt.

b. The default path for the prompt is the user

profile folder for the current user (C:\
Documents and Settings\username).
Maximize the Command Prompt
window.

2. Enter commands at the prompt. a. To display the current operating system

version, enter ver

b. To change to the root of the current drive,

enter cd \

c. To see the contents of the current folder,

enter dir

3. Create a folder. a. At the C:\> prompt, enter md LocalData

and press Enter.

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b. To verify that the folder was created, enter

dir

c. To close the Command Prompt window,

enter the command exit

My Network Places
My Network Places is a view of My Computer that enables you to connect to other computers
and to manage files and folders elsewhere on the network. You can use My Network Places to:
● Display or add shortcuts to network locations or network service providers.
● View and connect to other computers on the network.
● Manage files and folders on a remote computer.
● View the network connections on your local system.
● And, transfer files and folders between your computer and a remote computer.

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Figure 2-9: My Network Places.

You must have the necessary permissions and access rights to connect to another computer
and manage files and folders on that computer.

Windows will automatically create Network Places for you as you access various resources on
your local network. You can use the Add A Network Place wizard to create Network Places
manually for network resources you expect to access often.

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ACTIVITY 2-6
Exploring My Network Places
Scenario:
In this activity, you will explore the My Network Places interface.

There is a simulated version of this activity available on the CD-ROM that shipped with this
course. You can run this simulation on any Windows computer to review the activity after
class, or as an alternative to performing the activity as a group in class. The activity simula-
tion can be launched either directly from the CD-ROM by clicking the Interactives link and
navigating to the appropriate one, or from the installed data file location by opening the C:\
085820Data\Simulations\Lesson#\Activity# folder and double-clicking the executable (.exe)
file.

What You Do How You Do It

1. Examine Network Places. a. Choose Start→My Network Places.

b. The Task Pane shows network-related

tasks; the window shows any Network
Places shortcuts the system has created.
Click View Workgroup Computers.

c. You can see the computers in your

workgroup, including your computer.
Double-click one of the workgroup
computers.

d. You can see shared resources on the

selected computer. Click the Address
drop-down arrow and choose Microsoft
Windows Network.

e. The Microsoft Windows Network view

enables you to see all workgroups on your
local network, including your own. To
return to My Network Places, click the
Address drop-down arrow and choose
My Network Places.

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2. Examine the Add A Network Place a. In the Task Pane, click Add A Network
function. Place.

b. Click Next.

c. Verify that Choose Another Network

Location is selectedmm, and click Next.

d. To see some examples of network place

shortcut addresses, click View Some
Examples.

e. Click the Examples speech bubble to

close it.

f. Click Cancel.

g. Close My Network Places.

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TOPIC C
Windows File System Management
In the previous topic, you identified the primary components of the Windows user interface.
Another important Windows system component that users frequently access is the file system.
In this topic, you will identify the primary tools and functions used in Windows file system
management.
File and folder management is important in users’ daily work, because all user data documents
are stored on the disk as files. It is also important in system support tasks, as all the compo-
nents of the operating system and its utilities are also stored as files on the disk. For both of
these reasons, you as a support professional will need an understanding of the Windows file
system and its structure, as well as the skills to manage Windows files and folders properly
and efficiently.

Directories and Folders

Definition:
Directory and folder are interchangeable terms for a component in a file system hierarchy that
provides a container to organize files and other folders. System software and applications usu-
ally create standardized directory structures at the time of installation. Users can create their
own directory structures.

In Windows, the maximum depth of a folder structure is restricted by the 255-character limit in
the overall file path, including the character representing the drive and any file name and
extension. Otherwise, there is no set limit on the length of a particular file or folder name.

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Example:

Figure 2-10: Directories and folders.

File Extensions
Standard file extensions following the names of files can indicate whether a particular file is a
system, program, or data file. If it is a data file, the extension can indicate the category of
application that might be used to edit the file. Many common file extensions are three charac-
ters long, although there is no longer a strict character limit for the file name or extension in
most modern operating systems. A period separates the extension from the file name itself.

Figure 2-11: File extensions.

By default, the folder view options in My Computer and Windows Explorer are set so that
common file extensions do not display. You can display the extensions by unchecking Hide
Extensions For Known File Types on the View page in the Folder Options dialog box.

Common File Extensions

The following table lists a number of common file extensions. Because Windows uses the file
extension to determine how the system will use a file, if you alter a file name extension, you
might find that a program file will not execute properly or that a data file will not automati-
cally open in the associated application.

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File Extension Typically Indicates

.txt A plain text file containing no formatting. Can be opened in any text
editing program, such as Notepad, or word processing programs such
as Microsoft Word.
.rtf For Rich Text Format, a text file that can include a limited amount
of formatting such as bold and italic. Can be opened in various
applications such as common word processors or Microsoft’s
WordPad accessory.
.doc A data file created in a word-processing program such as Microsoft
Word.
.bat A batch file; a small text file containing a string of system com-
mands that execute in a “batch” rather than requiring the user to type
each one in succession.
.bin A binary file, containing only binary data (1s and 0s), which cannot
typically be opened and read by a user application.
.com A command file or compiled application file.
.exe Executable files that launch programs and applications.
.dll A Dynamic Link Library file, containing additional application set-
tings or functions that are loaded by executable files as needed.
.hlp, .chm Help files used by various applications.
.htm, .html HyperText Markup Language (HTML) files, used to create web
pages.
.inf Setup configuration settings for operating systems and applications.
.ini Configuration settings for software and hardware components.
.msi A Windows Installer package; a file that can specify installation
parameters for an application.
.sys System files.
.tif, .jpg, .jpeg, .gif, Graphic image files in various formats.
.bmp, .png
.xls, .ppt, .mdb Data files created in Microsoft® Excel®, Microsoft® PowerPoint®
and Microsoft® Access™, respectively.

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ACTIVITY 2-7
Viewing File Extensions
Scenario:
In this activity, you will view the file extensions of default files on your Windows system.

There is a simulated version of this activity available on the CD-ROM that shipped with this
course. You can run this simulation on any Windows computer to review the activity after
class, or as an alternative to performing the activity as a group in class. The activity simula-
tion can be launched either directly from the CD-ROM by clicking the Interactives link and
navigating to the appropriate one, or from the installed data file location by opening the C:\
085820Data\Simulations\Lesson#\Activity# folder and double-clicking the executable (.exe)
file.

What You Do How You Do It

1. Open the folder containing the a. Choose Start→My Computer.

Windows system files.
b. Double-click the C drive.

c. Double-click the Windows folder.

d. Because this is a system folder, the con-

tents do not automatically display. Click
Show The Contents Of This Folder.

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2. Display the file extensions. a. Choose Tools→Folder Options.

b. Click the View tab.

c. Uncheck Hide Extensions For Known

File Types and click OK.

3. Examine the file extensions. a. The first few files in the window have a
number of different extensions. To see all
the files in a list, choose View→List.

b. To see similar extensions grouped

together, choose View→Arrange Icons
By→Type.

c. To return to the default view, choose

View→Arrange Icons By→Name.

4. Match the Windows file name with its file type, based on its extension.
Notepad.exe a. Configuration settings.
Setuplog.txt b. A graphics file.
Coffee Bean.bmp c. An application file.
System.ini d. A document containing text but no
formatting.
Twain.dll e. A file that contains supporting func-
tionality for applications.

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File Attributes
There are several standard attributes you can set or clear on files and folders on Windows
systems.

File Attribute Effect When Set

Archive Indicates that a file has not been backed up. Windows automatically sets the
Archive attribute on any file you create or modify. When you back up a com-
puter, you can choose to back up only the files on which the Archive attribute
is set.
Hidden Hides a file from view in file-management tools such as Windows Explorer or
My Computer.
Read-Only Enables users to read the contents of a file or execute it if it’s a program file,
but prevents users from changing the contents of a file.
System Indicates that a file is used by the operating system. Some applications use this
attribute to restrict user access to these files. The System attribute in Windows
automatically hides the file or folder.
Index This Windows-specific attribute enables the Windows Indexing Service to create
an index of the file to speed up the Search function.

Viewing and Changing Attributes

You can view or change most attributes of a file or folder object by opening the properties of
the object in Windows Explorer. You can view and manage attributes at the command line by
using the attrib command. For information on the functions and syntax of the attrib
command, see the Windows Help system.

File Compression and Encryption

File compression and file encryption are two special features of the NTFS file system that are
implemented as advanced attributes.
● File compression is a way to save disk space by removing blank or repeated characters
within files. Windows file compression is rarely used, partly because disk space on most
systems today is relatively plentiful, and partly because there are other ways to reduce file
size, such as with a file-compression utility like WinZip®, that creates a new, compressed
file which you can copy to other media or email to other users.
● File encryption is an NTFS security measure that scrambles the contents of a file so that
only the person who encrypted the file can open it, even if the disk containing the file is
physically removed from the computer and loaded into a different computer system. File
encryption is a good way to protect data on portable devices such as laptop computers.

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ACTIVITY 2-8
Exploring File Attributes
Setup:
The C:\Windows folder is open in My Computer. There is a C:\LocalData folder on the
system.

Scenario:
In this activity, you will explore the attribute settings on a data file.

There is a simulated version of this activity available on the CD-ROM that shipped with this
course. You can run this simulation on any Windows computer to review the activity after
class, or as an alternative to performing the activity as a group in class. The activity simula-
tion can be launched either directly from the CD-ROM by clicking the Interactives link and
navigating to the appropriate one, or from the installed data file location by opening the C:\
085820Data\Simulations\Lesson#\Activity# folder and double-clicking the executable (.exe)
file.

What You Do How You Do It

1. Create a new data file. a. In My Computer, click the Address drop-

down arrow and choose C:\.

b. Double-click the LocalData folder.

c. Choose File→New→Text Document.

d. To accept the default file name, press

Enter.

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2. View the basic attributes of a text a. In the Windows Explorer window, with the
file. New Text Document.txt file selected,
choose File→Properties.

b. You can set the Read-only and Hidden

attributes on the General page. Click
Advanced.

c. You can set the Archive and Index

attributes in the Advanced Attributes dialog
box. Click Cancel twice.

3. View attributes from the command a. Open a Command Prompt window.

line.
b. To change to the LocalData folder, enter
cd \localdata

c. To view the current attributes of the file,

enter attrib

d. To add the System attribute, enter attrib

+s

e. To view the current attributes of the file,

enter attrib

f. To remove the System attribute, enter

attrib -s

g. To close the Command Prompt window,

click the Close button.

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Windows File System Types

Windows supports several different file systems.

File System Description

FAT (File Allocation The FAT file system is an older file system that is best suited for use with
Table) drives less than 4 GB in size. The primary advantages of the FAT file system
are its extremely low disk overhead (less than 1 MB), and its compatibility
with many different operating systems, including all versions of Windows and
also MS-DOS and UNIX. You might use the FAT file system if you want to
dual-boot a computer between a version of Windows and another operating
system. It is primarily used for formatting floppy disks.
FAT32 FAT32 is an enhanced version of the FAT file system. It scales better to large
hard drives (up to 2 terabytes in size) and uses a smaller cluster size than FAT
for more efficient space usage.
NTFS (NT File Sys- NTFS is the recommend file system for today’s Windows-based computers.
tem) NTFS was introduced with the Windows NT operating system and is some-
times read as New Technology File System. NTFS provides many enhanced
features over FAT or FAT32, including file- and folder-level security, file
encryption, disk compression, and scalability to very large drives and files.
Media file systems Windows also supports various types of special media file system formats,
such as CD File System (CDFS) for CD-ROM devices.

Disk Clusters and File System Types

When you format drives, you organize the drive into individual data storage areas called
sectors. Sectors are grouped together into larger units called clusters or allocation units. The
cluster is the smallest unit that the system will use to store data. If a file does not fill a cluster,
the extra space in the cluster remains empty.
The size of sectors and clusters is determined by the file system you use to format the drive.
Smaller allocation units reduce unused space on the disk, but can also reduce disk read/write
performance because there are more locations to access on the disk. The smaller cluster sizes
that FAT32 offered were of more benefit when disk space was costly and most drives used
FAT; very large hard drives are now relatively inexpensive. In any case, you should use NTFS
on most Windows partitions to gain the security benefits.

Permissions
Definition:
Permissions are security settings that control access to individual objects, such as files or
folders. Permissions determine which specific actions users can perform on a given object. You
assign permissions by modifying an object’s properties.

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Example:

Figure 2-12: Permissions.

NTFS File Permissions

There are five standard NTFS permissions you can assign to files.

Permission Enables the User To

Read Read the file and view file attributes, ownership, and permissions.
Write Overwrite the file, change file attributes, and view file ownership and
permissions.
Read & Execute Run applications and perform Read tasks.
Modify Modify and delete the file and perform Write and Read and Execute tasks.
Full Control Change permissions, take ownership, and perform all other tasks.

Special Permissions
Each of the standard NTFS permissions is made up of several more granular permissions
called special permissions. Standard permissions are the most frequently assigned groups of
permissions; special permissions provide you with a finer degree of control.
For example, the standard Read permission is made up of the following special permissions:
● List Folder/Read Data
● Read Attributes
● Read Extended Attributes
● Read Permissions

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Workgroup Security Models and File Permissions

By default, when you install Windows XP Professional in a workgroup, the system will use a
simple security model called either Simple File Sharing or Guest Only authentication. In this
model, the system does not evaluate individual user accounts but grants all users access on the
same basis.
To assign NTFS permissions to files or folders on a Windows XP computer in a workgroup,
you need to turn off Simple File Sharing and enable local users to authenticate as themselves.
You can do this in one of two ways:
● In any My Computer or Windows Explorer window, choose Tools→Folder Options, click
the View tab, and in the Advanced Settings list, uncheck Use Simple File Sharing
(Recommended).
● Open the Local Security Policy object from Control Panel, select Security Options, and
set the value of the Network Access: Sharing And Security Model For Local Accounts
policy to Classic.
Once you do this, the Security tab will be available in the file or folder’s property sheet.

File Permissions on Windows XP Home

The Classic security model is not available on Windows XP Home, so you will not be able to
set individual NTFS permissions on Windows XP Home computers. However, when Simple
File Sharing is active, both Windows XP Professional and Windows XP Home provide a rudi-
mentary mechanism for protecting or sharing local files when multiple users use the same
computer.
● To protect files, individual users can mark user profile folders such as My Documents as
“Private.” Other local users will not be able to access these folders.
● To share files, users can place files and folders in the Shared Documents folder in My
Computer. All local users will be able to access the contents of Shared Documents. The
“Shared Documents” folder is also shared on the network and can be accessed by users at
other computers.

NTFS Folder Permissions

There are six standard NTFS permissions you can assign to folders or to drives.

Permission Enables the User To

List Folder Contents View the names of files and subfolders in the folder.
Read View files and subfolders in the folder, folder attributes, ownership, and
permissions.
Write Create new files and subfolders in the folders, change folder attributes, and
view folder ownership and permissions.
Read & Execute Traverse folders and perform Read and List Folder Contents tasks.
Modify Delete the folder and perform Write and Read & Execute tasks.
Full Control Change permissions, take ownership, delete subfolders and files, and perform
all other tasks.

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Permissions you assign to a folder are inherited by files and folders within that folder. It is gen-
erally most efficient to group similar files together in a folder and assign permissions to the
folder rather than to the individual files. Inherited permissions are indicated by gray check
marks in the file or folder’s Security properties.

Shares
Definition:
A share is any network resource that is available to other computer users on the network.
Typical shares include folders, printers, and drives. Because shares enable users to access a
computer system from a remote location, you should secure all shared resources against unau-
thorized access.

Example:

Figure 2-13: Shared resources.

File Sharing with Windows

On Windows systems, you can share folders by modifying the folders’ properties. When you
share a folder, you assign it a share name that can be different from the underlying folder
name. You can share the folder more than once using different names.
Users can connect to the shared folder by browsing to the computer in Network Neighborhood,
or by choosing Start—>Run and entering the Universal Naming Convention (UNC) path to the
folder, in the form \\computername\sharename.

File Sharing with Mac OS X

When you use Mac OS X, you can share files in the Public folder for your user account with
up to 10 other network users. (Sharing with more users requires Mac OS X Server.) You will
need to make the AppleTalk service active, assign a network name to your computer, and start
the File Sharing service. Other Mac OS X users on your local network can then connect to
your system by choosing Connect To Server from the Go menu and browsing for your com-
puter’s name. They can access files in your Public folder, and place files in your Drop Box
folder.

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For more information about file sharing in Mac OS X, including information on how to make
other folders public, share files with remote users on the Internet, and share with computers
running different operating systems, see the technical document “Mac OS X: About File Shar-
ing” on the Apple Computer website at http://docs.info.apple.com/article.html?artnum=
106461.

File Sharing with UNIX or Linux

UNIX and Linux are typically used as centralized network file servers, rather than for ad hoc
peer-to-peer resource sharing. These systems generally use the Network File Sharing protocol
(NFS) to share files with other UNIX and Linux systems. NFS enables clients to see the files
on the shared system as if they were part of the client’s own local file system.
The specific steps for implementing file sharing with NFS will vary depending on your operat-
ing system version, and also depending on whether you use shell commands or your system’s
Graphical User Interface (GUI) to configure the service. This is also true for the commands or
steps the clients will need to use to mount the file systems that NFS exports.
For a sample discussion of exporting and mounting NFS file systems on Red Hat Enterprise
Linux, see the Red Hat Enterprise Linux 3 Reference Guide: Chapter 9, Network File System
(NFS) at http://www.redhat.com/docs/manuals/enterprise/RHEL-3-Manual/ref-guide/
ch-nfs.html.
For a sample discussion of sharing folders through a GUI interface using Samba, see “How to
Share Folders the Easy Way” in the Unofficial Ubuntu 6.10 (Edgy Eft) Starter Guide at http://
ubuntuguide.org/wiki/Ubuntu_Edgy#How_to_share_folders_the_easy_way.

Windows Administrative Shares

Certain folders are shared by default on every Windows system. These administrative shares
can be deleted, but by default the system will re-create them every time it restarts. The admin-
istrative shares are hidden shares, which means that they have the dollar sign ($) appended to
the share name. (You can create your own hidden shares by doing the same thing.) You can
connect to hidden shares by entering a Universal Naming Convention (UNC) path, but other-
wise the shares are not visible on the network.
You can see all shares on a system, including administrative shares, by opening Computer
Management, expanding Shared Folders, and selecting the Shares node. You should see the
following administrative shares on every Windows XP Professional system:
● The root of each drive on the system is shared with its drive letter. Thus, the C drive is
shared administratively as C$, the D drive is shared as D$, and so on.
● The folder where Windows XP is installed, usually the C:\Windows folder, is shared as
ADMIN$.
● An InterProcess Communication (IPC) network object is created and shared as IPC$. This
doesn’t represent a local folder, but enables computers to establish network sessions using
the IPC mechanism.

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Windows Shared Folder Permissions

You can set three different levels of permissions on shared folders.

Permission Enables Users To

Read ● View file and subfolder names.
● View file contents and file attributes.
● Run program files.
The Read permission is granted by default to the Everyone
group when a folder is shared and to new users when they are
added to the permissions list.
Change ● Perform all Read permission tasks.
● Add files and subfolders.
● Change file contents.
● Delete subfolders and files.
Full Control ● Perform all Read and Change tasks.
● Change NTFS permissions on files and folders inside the
shared folder.

Share and File System Permissions Interactions

In Windows, a folder can have NTFS permissions assigned, and then be shared and have share
permissions assigned. When a user accesses the folder over the network, both the share and
NTFS permissions pertain, and the most restrictive of the two sets of permissions apply. So, if
the network user has the Full Control NTFS permission but only the Read share permission,
the user will have only the ability to read the contents of the folder.
When a user accesses the file on the local system, however, only the NTFS permissions apply.
The fact that the folder is shared is not relevant when accessing the folder locally.

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ACTIVITY 2-9
Exploring NTFS Permissions
Setup:
The C:\LocalData folder is open in a My Computer window.

Scenario:
In this activity, you will examine NTFS file and folder permissions.

There is a simulated version of this activity available on the CD-ROM that shipped with this
course. You can run this simulation on any Windows computer to review the activity after
class, or as an alternative to performing the activity as a group in class. The activity simula-
tion can be launched either directly from the CD-ROM by clicking the Interactives link and
navigating to the appropriate one, or from the installed data file location by opening the C:\
085820Data\Simulations\Lesson#\Activity# folder and double-clicking the executable (.exe)
file.

What You Do How You Do It

1. Turn off Simple File Sharing. a. In the C:\LocalData folder window,

choose Tools→Folder Options.

b. Click the View tab.

c. Scroll to the bottom of the Advanced

Settings list.

d. Uncheck Use Simple File Sharing (Rec-

ommended) and click OK.

2. Examine NTFS permissions on a a. To move to My Computer, on the toolbar,

drive. click the Up icon twice.

b. Select the C drive and choose File→

Properties.

c. Click the Security tab.

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d. In the Group Or User Names list, the

Administrators group should be selected.
Determine the permissions assigned to
the Administrators group.

e. Select the Users group.

f. Determine the permissions assigned to

the Users group and click Cancel.

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3. What level of permissions did the Administrators group have?

a) Full Control
b) Modify
c) Write
d) Read & Execute

4. What level of permissions did the Users group have?

a) Full Control
b) Modify
c) Write
d) Read & Execute

5. Examine NTFS folder permissions. a. Double-click the C drive.

b. Select the LocalData folder and choose

File→Properties.

c. Click the Security tab.

d. Select the Administrators group.

e. Determine the permissions assigned to

the Administrators group.

f. Select the Users group.

g. Determine the permissions assigned to

the Users group and click Cancel.

6. How were the permissions on the LocalData folder different from the permissions on
the C drive?
a) Administrators did not have Full Control to the LocalData folder.
b) Users could not read files in the LocalData folder.
c) The permissions on the C drive were set explicitly; the permissions on the LocalData
folder were inherited from the C drive.
d) The available permissions were different.

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7. Examine NTFS file permissions. a. Double-click the LocalData folder.

b. Select the New Text Document.txt file

and choose File→Properties.

c. Click the Security tab.

d. Select the Administrators group.

e. Determine the permissions assigned to

the Administrators group.

f. Select the Users group.

g. Determine the permissions assigned to

the Users group and click Cancel.

h. Close the window.

8. True or False? The permissions on the New Text Document.txt file were inherited
from the LocalData folder permissions.
True
False

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TOPIC D
Windows System Management Tools
In the previous topic, you identified the primary tools and functions used in Windows file sys-
tem management. As a final step in understanding the structure and function of the operating
system, you should examine some of the key utilities used for general Windows system
management. In this topic, you will identify some of the important Windows system manage-
ment tools.
You should have a good understanding of the tools involved in managing files and folders on a
Windows system. Sometimes, however, supporting a Windows system goes beyond file man-
agement to more general, comprehensive system management tasks. In addition to your file-
management skills, you should also be familiar the most basic Windows system management
tools and understand how they reflect the underlying structure of Windows itself.

The Computer Management Console

Computer Management is the primary administrative tool you will use to manage and config-
ure a Windows XP computer. Computer Management combines several administrative utilities
into a single console to provide easy access to system properties and tools. The console tree on
the left shows a hierarchical view of the various functional nodes within Computer Manage-
ment; the details pane on the right shows the details for the selected node.

Figure 2-14: The Computer Management console.

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Computer Management Tasks

You can use the different nodes in Computer Management to perform a variety of tasks. For
more information about the specific utilities in Computer Management, see Windows XP Help.

Computer Management Tool Purpose

Event Viewer Monitor system events, such as logon times
and application errors.
Shared Folders Create and manage shared resources. View a
list of users who are connected to a local or
remote computer.
Local Users and Groups Manage user accounts on the local system.
Performance Logs and Alerts Document system performance in real time or
on a scheduled basis.
Device Manager View device configurations and add device
drivers.
Removable Storage Manage removable storage devices.
Disk Defragmenter Defragment system disks.
Disk Management Set properties for storage devices.
Services Start and stop system services.
WMI Control Manage the Windows Management Instrumen-
tation (WMI) interface. WMI is a way to use
script files to gather management information
about a computer system from a remote net-
work location.
Indexing Service Manage the system indexing service.

For more information about WMI Control, visit http://www.dmtf.org.

Microsoft Management Console

Computer Management is one example of a Microsoft Management Console (MMC) interface.
The MMC interface provides a standard framework for a wide variety of administrative tools
within Windows, so that tools with many different functions have a similar look and feel and
so that you can access them from within a common application. All MMC consoles have a
two-pane structure with a hierarchical console tree view on the left and a details pane view on
the right. Computer Management is just one of several pre-configured MMC consoles that are
included with Windows XP; you can also create custom MMC consoles by adding snap-in
tools into the MMC interface. See Windows XP Help for more information on creating and
saving a custom MMC console.

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ACTIVITY 2-10
Examining Computer Management
Scenario:
In this activity, you will explore the Computer Management utility.

There is a simulated version of this activity available on the CD-ROM that shipped with this
course. You can run this simulation on any Windows computer to review the activity after
class, or as an alternative to performing the activity as a group in class. The activity simula-
tion can be launched either directly from the CD-ROM by clicking the Interactives link and
navigating to the appropriate one, or from the installed data file location by opening the C:\
085820Data\Simulations\Lesson#\Activity# folder and double-clicking the executable (.exe)
file.

What You Do How You Do It

1. Open Computer Management. a. You can open Computer Management

from Control Panel or from the Start
menu. Choose Start, right-click My
Computer, and choose Manage.

b. Maximize the Computer Management

window.

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2. Examine the System Tools. a. To view the categories of log files Win-
dows maintains, select Event Viewer.

b. To view the contents of a log file, double-

click System.

c. To view tools for managing shared net-

work folders, select Shared Folders.

d. To see the shared folders on the system,

double-click Shares.

e. To view tools for managing local computer

accounts, select Local Users And
Groups.

f. To see the local users on the system,

double-click Users.

g. To view tools for logging performance

data, select Performance Logs And
Alerts.

h. To view the status of devices attached to

the system, select Device Manager.

3. Examine the Storage node. a. To examine tools for managing removable

storage devices such as CD-ROMs,
select the Removable Storage node.

b. To examine the tool for defragmenting

hard disks, select Disk Defragmenter.

c. To examine the tool for managing physical

disks, select Disk Management.

4. Examine the Services And Applica- a. Expand Services And Applications.

tions node.
b. To see a list of available Windows ser-
vices, select Services.

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c. To see configuration settings for the WMI

Control, select WMI Control, then right-
click and choose Properties.

d. Click Cancel.

e. To see configuration tools that enable you

to create a searchable index of files’ con-
tents, select Indexing Service.

f. There is a default catalog called System,

but indexing is not active. Close Com-
puter Management.

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The Registry
The registry is the central configuration database where Windows stores and retrieves startup
settings, hardware and software configuration information, and information for local user
accounts. Logically, the registry is divided into five sections called subtrees; each subtree is
further subdivided into keys that contain individual data items called value entries. The registry
is stored on the disk as a group of files.

Figure 2-15: The registry.

Editing the Registry

You can view and edit the contents of the registry directly using the Registry Editor tool,
regedit.exe. However, most changes to the registry are made automatically by the system, by
hardware devices, and by applications. It is rarely necessary to edit the registry directly. If you
ever need to do so, use extreme caution and back up the registry files first, because incorrect
changes can cause problems with Windows that can be difficult to find and fix.
Versions of Windows prior to Windows XP used an alternate version of the registry editor,
regedt32.exe, that had a slightly different user interface. On Windows XP, if you enter the
regdt32.exe command, regedit.exe will launch.

Registry Files
The registry consists of five files stored in the \Windows\System32\Config folder: Default,
SAM, Security, Software, and System. Plus, there is a registry file named Ntuser.dat, which is
unique for each user who logs on to the computer. This file is stored in each user’s profile
folder.

Registry Subtrees
The registry consists of five subtrees, sometimes also called “hives.” Some of the subtrees are
temporary pointers to information stored permanently in another registry location. The follow-
ing table lists and describes the subtrees.

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Subtree Contains
HKEY_CLASSES_ROOT All the file association information. Windows uses this information
to determine which application it should open whenever you
double-click a file with a specific extension. For example, Win-
dows automatically opens Notepad whenever you double-click a
file with the extension .txt.
HKEY_CURRENT_ The user-specific configuration information for the user currently
USER logged on to the computer. For example, information about the
user’s selected color scheme and wallpaper is stored in this subtree.
HKEY_LOCAL_ All the configuration information for the computer’s hardware. For
MACHINE example, this subtree contains information about any modems
installed in the computer, any defined hardware profiles, and the
networking configuration.
HKEY_USERS User-specific configuration information for all users who have ever
logged on at the computer.
HKEY_CURRENT_ Information about the current configuration of the computer’s
CONFIG hardware. Because Windows supports Plug and Play, the configura-
tion of the hardware can vary even while the computer is running.

Registry Value Entries

An individual registry value entry consists of a name, a data type, and the actual data stored in
the value. The data types can be various types of alphanumeric strings, binary data, or hexa-
decimal data.

Plug and Play

Windows operating systems support Plug and Play (PnP), a set of industry-standard device
specifications, originally developed by the Intel Corporation, that enables computers to auto-
matically detect and install various types of devices without user intervention.

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ACTIVITY 2-11
Examining the Structure of the Registry
Scenario:
In this activity, you will examine the structure of the Windows registry.

There is a simulated version of this activity available on the CD-ROM that shipped with this
course. You can run this simulation on any Windows computer to review the activity after
class, or as an alternative to performing the activity as a group in class. The activity simula-
tion can be launched either directly from the CD-ROM by clicking the Interactives link and
navigating to the appropriate one, or from the installed data file location by opening the C:\
085820Data\Simulations\Lesson#\Activity# folder and double-clicking the executable (.exe)
file.

What You Do How You Do It

1. Run the Registry Editor. a. Choose Start→Run.

b. To run Registry Editor, in the Open text

box, type regedit and click OK.

c. Maximize the Registry Editor window.

2. Examine trees, keys, and value a. Click the plus sign to expand HKEY_
entries. CURRENT_USER.

Do not make any changes to b. This tree contains all the settings that
Registry settings. related to the currently-logged-on user.
Expand the Control Panel key.

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c. Select the Desktop key.

d. The value entries in this key determine the

appearance and settings of the current
user’s Windows desktop. Identify the
components of several value entries.

e. Explore other areas of the Registry but

be careful not to make any changes.

f. Close the Registry window.

3. Locate the Registry hive files. a. Choose Start→My Computer.

b. Open the C drive.

c. Open the Windows folder.

d. Open the system32 folder.

e. Click Show The Contents Of This

Folder.

f. Open the config folder.

g. Identify the Registry files (Default,

SAM, Security, Software, and System),
and close the window.

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Lesson 2 Follow-up
In this lesson, you have identified the fundamental components and functions of personal com-
puter operating systems. Understanding the basics of what operating systems are, including
their various versions, features, components, and technical capabilities is knowledge you can
use to build a successful career as an IT support representative or PC service technician, inter-
act confidently with other professionals, and perform your job duties properly and efficiently.
1. What operating systems do you have personal experience with? What operating sys-
tems would you like to learn more about, and why?

2. Which of the Windows system components and tools discussed in this lesson were
familiar to you? Which ones were new?

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 PC Technician
3 Professional Best
Practices
Lesson Time: 2 hour(s)

Lesson Objectives:
In this lesson, you will identify best practices followed by professional personal com-
puter technicians.
You will:
● Identify common hardware and software tools used by professional personal com-
puter technicians.
● Identify the best practices for PC technicians to follow to promote electrical
safety.
● Identify the best practices for PC technicians to follow to promote environmental
safety and proper handling of materials.
● Identify and apply the general preventative maintenance best practices that PC
technicians should employ.
● Identify the general diagnostics and troubleshooting best practices that PC techni-
cians should employ.
● Identify best practices for PC technicians to use to communicate appropriately
with clients and colleagues and conduct business in a professional manner.
CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

Introduction
In the previous lessons, you gained fundamental knowledge about personal computer compo-
nents and operating systems. The foundational knowledge that every personal computer
technician needs also includes a working knowledge of tools, safety and environmental precau-
tions, general preventative maintenance techniques, and basic diagnostic and troubleshooting
techniques. In this lesson, you will identify best practices followed by personal computer
technicians.
As an A+ technician, you’ll be asked to install, configure, maintain, and correct problems with
a variety of PC components. To work with each of these components without damaging it or
causing yourself or others physical injury, you’ll need the appropriate tools—hardware, soft-
ware, and a plan to get the job done quickly, safely, and correctly.
This lesson covers all or part of the following CompTIA A+ (2006) certification objectives:
● Topic A:
■ Exam 220–601 (Essentials): Objective 1.1, Objective 1.3, Objective 7.1
■ Exam 220–602 (IT Technician): Objective 1.2
■ Exam 220–604 (Depot Technician): Objective 1.1, Objective 1.2
● Topic B:
■ Exam 220–601 (Essentials): Objective 7.2
■ Exam 220–602 (IT Technician): Objective 1.2, Objective 7.1
■ Exam 220–604 (Depot Technician): Objective 5.1
● Topic C:
■ Exam 220–601 (Essentials): Objective 1.4, Objective 7.1, Objective 7.3
■ Exam 220–602 (IT Technician): Objective 7.1
■ Exam 220–604 (Depot Technician): Objective 1.2, Objective 5.1
● Topic D:
■ Exam 220–601 (Essentials): Objective 1.4, Objective 2.4, and Objective 7.1
■ Exam 220–602 (IT Technician): Objective 1.2, Objective 1.3
■ Exam 220–603 (Remote Technician): Objective 1.3
■ Exam 220–604 (Depot Technician): Objective 1.2, Objective 1.3
● Topic E:
■ Exam 220–601 (Essentials): Objective 1.3, Objective 3.3, Objective 4.3
■ Exam 220–602 (IT Technician): Objective 1.2
■ Exam 220–603 (Remote Technician): Objective 1.2
■ Exam 220–604 (Depot Technician): Objective 1.2
● Topic F:
■ Exam 220–601 (Essentials): Objective 1.3, Objective 8.1, Objective 8.2
■ Exam 220–602 (IT Technician): Objective 1.2, Objective 8.1, Objective 8.2
■ Exam 220–603 (Remote Technician): Objective 6.1, Objective 6.2

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TOPIC A
Tools of the Trade
In the last lesson, you learned the basics of operating systems. Knowing what tools are
required for certain activities is another important part of an A+ technician’s knowledge base.
In this topic, you will identify common hardware and software tools used by professional per-
sonal computer technicians.
Having the right tool will save you time, trouble, and expense, but you won’t usually know
what you need until you get to the site. A good collection of software and hardware tools (kept
ready to use) will make your life much easier. In this topic, you’ll learn what tools you should
assemble in toolkits for specific types of jobs.

Multimeters
Definition:
A multimeter is an electronic instrument used to measure voltage, current, and resistance. It
usually has two wires, one red and one black, that are plugged into two sockets on the meter.
The socket you use might depend on what you want to measure. Digital meters have a screen
that displays the numeric value of what you are measuring. Analog meters have a thin needle
that swings in an arc and indicates the value of what you are measuring.

Use a digital multimeter whenever possible. It is much more difficult to read and interpret an
analog multimeter accurately.

Example:

Figure 3-1: A digital multimeter.

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Figure 3-2: An analog multimeter.

Loopback Plugs
Definition:
A loopback plug is a special connector used for diagnosing transmission problems that redi-
rects electrical signals back to the transmitting system. It plugs into a port and crosses over the
transmit line to the receive line. Loopback plugs are commonly used to test Ethernet NICs.

Example:

Figure 3-3: A loopback plug.

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Types of Hardware Toolkits

Because of the complexity of personal computers, there are several different types of hardware
toolkits that are commonly used in PC maintenance and repair.

Toolkit Name Description and Contents

Basic This toolkit should contain the tools necessary to remove and install com-
puter components. Each tool should be demagnetized, and the tools hould
be stored in a case to protect and organize them.
A basic toolkit should include:
● Phillips screwdrivers (small and large, #0 and #1)

● Flat-blade screwdrivers (small and large, eighth inch and three-sixteenth

inch)
● Torx driver (size T15)

● Tweezers

● Container for screws

● Nut driver

● Three-prong retriever
Basic toolkits can also include:
● Additional sizes of drivers and screwdrivers

● Ratchets

● Allen wrenches

● Cotton swabs

● Batteries

● Flashlight

● Anti-static cleaning wipes

● Anti-static wrist band

● Canister of compressed air

● Mini vacuum
● Pen knife
● Clamp
● Chip extractor
● Chip inserter
● Multimeter
● Soldering iron and related supplies
● Spare parts container
● Pen and/or pencil
● Notepaper or sticky notes

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Toolkit Name Description and Contents

Network Specialized tools, in addition to those listed previously, are needed to
make and install network cables. Kits containing these tools are available,
but the prices vary widely depending on the quality of the tools.
A network toolkit typically includes:
● Cable crimper with dies for a variety of cable styles

● Wire stripper for flat and coax cable

● Precision wire cutters

● Curved forceps

● Multi-network LAN cable tester

● Digital multimeter

Circuit board Usually circuit boards are replaced, not repaired. However, sometimes an
obviously loose connection can be fixed or a jack with a broken pin can
be replaced.
A circuit board toolkit typically includes:
● 30w ceramic soldering iron

● Desoldering braid

● Desoldering pump
● Solder iron stand with sponge
● Solder
● Miniature pliers and wire cutters
● Heat sink

Software Diagnostic Tools

Definition:
A software diagnostic tool or utility is a computer repair program that can analyze hardware
and software components and test them for problems. Some software diagnostic tools can
repair software problems and optimize settings. Most operating systems include several soft-
ware diagnostic tools, and computer stores generally have an aisle dedicated to utility software
developed by other software manufacturers.

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Example:

Figure 3-4: Computer Management includes several software diagnostic tools.

Firmware
Definition:
Firmware is software stored in memory chips that retains data whether or not power to the
computer is on. It is most often written on an electronically reprogrammable chip so it can be
updated with a special program to fix any errors that might be discovered after a computer is
purchased, or to support updated hardware components.

Updating firmware is called flashing.

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Example:

Figure 3-5: Firmware

The System BIOS

Definition:
A Basic Input/Output System (BIOS) is a set of instructions that is stored in Read Only
Memory and that is used to start the most basic services of a computer system. Every com-
puter has a system BIOS, which sets the computer’s configuration and environment when the
system is powered on. It is located on the system board. Computers can have more than one
BIOS to control other system functions.

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Example:

Figure 3-6: The system BIOS resides on a Read Only Memory chip, and sets the
computer’s configuration and environment at startup.

The System BIOS and System Startup

On startup, the BIOS tests the system and prepares the computer for operation by querying its
configuration settings. It searches for other BIOSs on any adapter cards and configures access
to those routines. It then loads the operating system and passes control to it. The BIOS accepts
requests from the drivers as well as the application programs.

Accessing the System BIOS

Each BIOS manufacturer has its own method to enable users to access system setup menus
and configure BIOS settings. A system setup prompt usually appears while the system is boot-
ing; for many manufacturers, it is only displayed during a cold boot. The key or key
combination you need to press varies between different BIOS manufacturers. You often need to
be very quick to catch it and press the appropriate key or keys. Also, sometimes while the
monitor is warming up, the message can pass, so turn the monitor on first if you need to
access the BIOS.
Some of the common methods to access system setup are displayed in the following table.

BIOS or Computer
Manufacturer Key Combination for Accessing System Settings
Acer F1, F2, or Ctrl+Alt+Esc
ALR F2 or Ctrl+Alt+Esc
AMD F1
AMI Delete

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BIOS or Computer
Manufacturer Key Combination for Accessing System Settings
ARI Ctrl+Alt+Esc or Ctrl+Alt+Delete
AST Ctrl+Alt+Esc or Ctrl+Alt+Delete
Award Delete or Ctrl+Alt+Esc
Compaq F10 or F12
CompUSA Delete
Cybermax Esc
Dell Varies according to model. Common keys are F1, F2, F3, F12,
Delete
DTK Esc
Gateway F1 or F2
HP F1 or F2
IBM F1, F2, Delete, or Ctrl+Alt+Insert after Ctrl+Alt+Delete
Micron F1, F2, or Delete
Packard Bell F1, F2, or Delete
Phoenix Ctrl+Alt+Esc, Ctrl+Alt+S, or Ctrl+Alt+Insert
Sony VAIO F2 or F3
Tiger Delete
Toshiba Esc or F1

CMOS RAM
Definition:
Complementary Metal Oxide Semiconductor RAM (CMOS RAM) is special memory that has its
own battery to help it keep track of its data even when the power is turned off. CMOS RAM
stores information about the computer setup that the system BIOS refers to each time the com-
puter starts. Because you can write new information to CMOS RAM, you can store
information about system changes, such as new disk drives that you add to your system. The
computer will look for the drive each time it is turned on.

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Example:

Figure 3-7: CMOS RAM holds system information used by the system BIOS during
startup.

CMOS Settings
Prior to the use of CMOS, system settings were configured with jumpers and switches. CMOS
was introduced with the AT system boards. Newer computers have CMOSs that allow for more
configuration options than the switches and jumpers—or even earlier CMOSs—did, primarily
because they use an extended CMOS memory area called the Extended System Configuration
Data (ESCD) to hold information about specific hardware devices. Any time you change a
hardware component, you should check the CMOS settings to see if they also need to be
changed for the system BIOS to recognize the new hardware. Also, you can configure CMOS
without needing to open the chassis. The extent to which you can use CMOS to configure a
computer depends heavily on the manufacturer of the particular CMOS; however, in most
cases, you should be able to configure at least the following—and possibly much more—from
the keyboard by using the CMOS Setup program.

Setting Description
System date and You can use the CMOS Setup program to set the PC’s real-time clock.
time (Using DOS date and time commands won’t reset the real-time clock, but
setting the clock in Windows will.)
Password You can specify whether a password is required during system startup.
Boot sequence You can specify the order that drives are checked for the operating system.
Memory Some systems require you to specify in CMOS how much RAM is installed
on the system. You might also be able to specify the type of memory used.
Hard disk drive You can specify the type and size of the hard disk drives attached to the
system.
Floppy disk You can adjust the speed and density settings for the floppy disk drive. You
drive can also disable or enable a floppy disk drive.

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Setting Description
Display You can specify the monitor type.
Parallel ports You can specify settings such as unidirectional or bidirectional printing,
Extended Capabilities Port (ECP) options, and Enhanced Parallel Port (EPP)
options. You can also disable or enable a parallel port. If you know that a
parallel or serial port will not be used, you can disable the port, thereby
freeing up the resources that would otherwise be unusable by other devices.
Conversely, if you connect a device to a port and the device won’t work at
all, you might want to check the CMOS to ensure that the port hasn’t been
disabled.
Serial/COM You can specify settings such as what memory addresses and interrupts are
ports used by a port. You can also disable or enable a serial port.
Power manage- In most modern computers, you can specify settings such as powering down
ment components (like the monitor, video card, and hard drives) when the compo-
nents haven’t been used for a specified time period, as well as options and
time limits for standby and suspend modes. You can also disable or enable
global power management.

The Power-On Self Test (POST)

The Power-On Self Test (POST) is a built-in diagnostic program that is run every time a per-
sonal computer starts up. The POST checks your hardware to ensure that everything is present
and functioning properly, before the system BIOS begins the operating system boot process.
The POST process contains several steps to ensure that the system meets the necessary
requirements to operate properly.

The POST process can vary a great deal from manufacturer to manufacturer.

Hardware Component POST Test Criteria

Power supply Must be turned on, and must release its reset signal.
CPU Must exit Reset status mode, and must be able to execute instructions.
BIOS Must be readable.
CMOS RAM Must be readable.
Memory Must be able to be read by the CPU, and the first 64 KB of memory
must be able to hold the POST code.
I/O bus or I/O controller Must be accessible, and must be able to communicate with the video
subsystem.

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Hard Drive Self Tests

Most hard disk drive manufacturers provide a diagnostic tool that enables the drive to test
itself when a personal computer is started up. Some of these hard drive self-tests are built into
the firmware for the hard disk drive, while others are separate utilities that are available for
download from the drive manufacturer’s website. Make sure that you download the specific
test utility for your hard disk drive.

Software Diagnostics Tests

Software diagnostics tests are available from many different manufacturers, and they vary
widely in their capabilities, but they can all assist you in detecting, repairing, and preventing
hardware and software problems. The Windows operating systems also come with their own
sets of diagnostic tools that may help you to detect problems.

Examples of Software Diagnostic Tests

Here are just a few examples of applicable software diagnostic tests.

Hardware Component Examples of Software Diagnostics Test

Entire system PC-Doctor Service Center, PC-Diag, Norton
SystemWorks, QuickTech Pro, McAfee System Mechanic,
CheckIt Diagnostics
System board Motherboard Diagnostic Toolkit
CPU x86test
Memory Memtest86+, DocMemory Diagnostics
Fan SpeedFan
Video adapter card Video Card Stability Test
Network adapter card 3Com Managed PC Boot Agent, Intel PROset II Utility
Modem Modem Doctor Diagnostics
Optical drive CDRoller

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ACTIVITY 3-1
Identifying Hardware and Software Tools
Scenario:
In this activity, you will identify hardware and software tools commonly used by PC
technicians.

1. You’ve been asked to repair a system board in a customer’s PC. Which set of tools
would be best suited for the task?
a) Phillips screwdriver (#0), torx driver (size T15), tweezers, and a three-prong
retriever.
b) 30w ceramic solder iron, miniature pliers, wire cutters, and a solder iron stand with
sponge.
c) Wire strippers, precision wire cutters, digital multimeter, and cable crimper with dies.
d) Chip extractor, chip inserter, rachet, and allen wrench.
e) Anti-static cleaning wipes, anti-static wrist band, flashlight, and cotton swabs.

2. You’ve been asked to correct a network cabling problem at a customer site. Which
set of tools would be best suited for the task?
a) Phillips screwdriver (#0), torx driver (size T15), tweezers, and a three-prong
retriever.
b) 30w ceramic solder iron, miniature pliers, wire cutters, and a solder iron stand with
sponge.
c) Wire strippers, precision wire cutters, digital multimeter, and cable crimper with dies.
d) Chip extractor, chip inserter, rachet, and allen wrench.
e) Anti-static cleaning wipes, anti-static wrist band, flashlight, and cotton swabs.

3. You suspect that contaminants from the environment have prevented the fan on a
PC from working optimally. Which set of tools would be best suited to fix the prob-
lem?
a) Phillips screwdriver (#0), torx driver (size T15), tweezers, and a three-prong
retriever.
b) 30w ceramic solder iron, miniature pliers, wire cutters, and a solder iron stand with
sponge.
c) Wire strippers, precision wire cutters, digital multimeter, and cable crimper with dies.
d) Chip extractor, chip inserter, rachet, and allen wrench.
e) Anti-static cleaning wipes, anti-static wrist band, flashlight, and cotton swabs.

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4. What device has a thin needle that swings in an arc and points to a number that
indicates the value of what you are measuring?
a) Analog multimeter
b) Digital multimeter
c) Loopback plug

5. Where is the system BIOS stored?

a) On the primary hard drive.
b) In CMOS RAM.
c) On a ROM chip.
d) In standard RAM.

6. Which hardware components are checked during the POST?

a) Power supply
b) CPU
c) Monitor
d) RAM

7. True or False? Windows includes software diagnostic tests that help you find and
correct hardware problems.
True
False

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TOPIC B
Electrical Safety
In the last topic, you identified hardware tools used by personal computer technicians. Some of
these tools are used to promote electrical safety. In this topic, you will identify the best prac-
tices for personal computer technicians to follow to promote electrical safety.
The most prevalent physical hazards that computer technicians face are electrical hazards.
Although it is necessary to run a computer, electricity can damage computer equipment, and in
some cases, pose a danger to humans. Observing best practices with regard to electrical safety
will protect both computer equipment and human lives.

Static Electricity
Definition:
Static electricity is a build-up of a stationary electrical charge on an object. It is called static
because the charge cannot escape the charged body, but it remains still.

Static charges can be as small as the sparks that come off a dry blanket in the wintertime or
as massive as a lightning strike, with its millions of volts.

Example:

Figure 3-8: The buildup of static electricity.

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Sources of Static Electricity

Static electricity is often caused by friction; rubbing one object against another causes a trans-
fer of electrons between the two. Using friction to create a static charge is called triboelectric
generation. The amount of static that can be built up in this manner depends on various fac-
tors, including the types of materials, their surface area and texture, and the ambient humidity.
If you have ever rubbed a balloon on your head and stuck it to the wall, you have used
triboelectric generation.

Static Electricity and Voltage

Because air has very high resistance, static electric discharge usually requires contact with the
statically charged object. For a static discharge to arc through the air, it requires a very high
voltage, and no other path to the ground with lower resistance. You can feel a static discharge
starting at around 3,000 V. The drier the air, the greater the resistance, which is why static
shocks on dry winter days can fall within the range of 10,000 to 20,000 volts. Keeping a room
humidified is one way to reduce the risk of static electricity.
If 120 V from a household electrical outlet can kill you, why does a static spark of 20,000 V
just startle you? Because, while the voltage might be high, the current is very low; very few
total electrons are transferred in a static spark. All the energy of all the electrons in a spark
added together cannot hurt you, even though it may surprise you. Each electron in a static dis-
charge has extremely high energy, but the human body is just too big for the very small
number of electrons involved in the spark to cause widespread damage. A few cells in your
fingertip may be damaged, but they easily grow back.

Electrostatic Discharge (ESD)

Definition:
Electrostatic discharge (ESD) occurs when a circuit is created that allows electrons to rush
from a statically charged body to another with an unequal charge. The electricity is released
with a spark. The charge follows the path of least resistance, so it can occur between an elec-
trical circuit ground, such as a doorknob or a computer chassis, and a charged body, such as a
human hand. ESD can damage sensitive computer equipment.

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Example:

Figure 3-9: Electrostatic discharge.

EMI
While ESD is the primary electrical danger to computer equipment, electromagnetic interfer-
ence (EMI) can also cause problems with microcomputer circuitry. EMI occurs when a
magnetic field builds up around one electrical circuit and interferes with the signal being car-
ried on an adjacent circuit.

ESD Prevention Techniques

Charges as low as 10 volts can damage or destroy sensitive electronic circuits. This is why
ESD is such an enemy of integrated circuits. Static charges can build up on both conductors
and insulators, as well as in the human body. When you work with computer equipment, you
must take steps to protect against ESD.

Anti-static bags that are used for shipping components actually conduct electricity, so keep
them away from equipment that is powered on.

ESD Prevention Measures

You can protect against ESD in your work environment by:
● Eliminating unnecessary activities that create static charges.
● Removing unnecessary materials that are known charge generators.
● Using anti-static vacuums for cleaning computer components (such as chassis, power sup-
plies, and fans).
● Using anti-static materials.
● Grounding conductive materials.

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● Using anti-static bags to store computer components that are particularly sensitive to ESD.
● Using an air ionizer, which releases negative ions into the air. They attract positively
charged particles and form neutrally charged particles.
● Humidifying the air to speed up static discharge from insulators. When the air is
extremely dry, more static is likely. A humidity rate of 50 to 60 percent is best.
● And, grounding yourself before touching electronic equipment. To avoid a static shock,
touch a grounded object made of a dissipative material. A dissipative material is a con-
ductor, but with high resistance. It loses its electrical charge slowly, so when you touch it,
the electron flow is spread over time and you do not feel a shock.

An ESD Toolkit
Some people who work on computer equipment never use a single piece of ESD safety
equipment. They discharge themselves by touching an unpainted metal part of the computer
case before touching any components. In other instances, the company policy might require
that you use a properly equipped ESD-free work area. The minimum equipment in this case
would be a grounded wrist strap. Other ESD-protection equipment includes leg straps,
grounded mats to cover the work surface, and grounded floor mats to stand on. The mats con-
tain a snap that you connect to the wrist or leg strap. Anti-static bags for storing components
can also be included in an ESD toolkit. If the technician’s clothing has the potential to produce
static charges, an ESD smock, which covers from the waist up, can be helpful.
To ensure that the ESD equipment remains effective, you should test it frequently. A minor
shock that you cannot feel can compromise the ESD safety equipment.

Figure 3-10: A wrist strap is a vital component of any ESD toolkit.

Electrical Hazards
Because personal computers are powered by electricity, there are several potential electrical
hazards you should be aware of when servicing them.

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Electrical Hazard Description

Electrocution (fatal) Electrocution results when the body is exposed to a lethal amount of
electrical energy. For death to occur, the body must become part of an
active electrical circuit with a current capable of overstimulating the ner-
vous system or damaging internal organs. The extent of injuries received
depends on the current’s magnitude (measured in Amperes), the pathway
through the body, and the duration of flow. The resulting damage to the
human body and the emergency medical treatment determine the
outcome.
Electric shock If you come close to a very high-voltage source, the electrons may form
an arc or steady spark though the air and flow into your body. When you
touch the source of lower electrical voltage directly, or touch it with a
conductor like a metal screwdriver, you have decreased the resistance to
a point where low-voltage current can start to flow through you. Water is
a better conductor than air or dry skin, so touching an electrical contact
with wet hands reduces resistance and increases current flow even more.
Electricity will flow through you only if your body completes a path to a
ground or lower-voltage point.
Burns Contact with a source of electrical energy can cause external as well as
internal burns. Exposure to higher voltages will normally result in burns
at the sites where the electrical current entered and exited the body. High
voltage contact burns may display only small superficial injury; however,
the danger of these deep burns is destruction of internal tissues.
Electricity can hurt you even if you are careful and avoid becoming part
of an electrical ground circuit. The heat generated by an electric arc or
electrical equipment can burn your skin or set your clothes on fire. Any-
one who has tried to unscrew a hot light bulb has direct experience with
electricity-related thermal burns.
Collateral injuries Collateral injuries occur when involuntary muscle contractions caused by
the shock cause the body to fall or come in contact with sharp edges or
electrically live parts. You instinctively pull your hand back from the
doorknob when you get a static shock. Electricity flowing through your
body can also cause your muscles to twitch uncontrollably. These
motions can cause you to hurt yourself on objects around you.

Power Supplies and Electrical Hazards

Most of the internal circuitry in a computer is low voltage (12 V or less) and low current, so
there is not much of a threat to your personal safety. However, there are exceptions to this, and
these exceptions can be very dangerous. The main exceptions that you need to be aware of are
power supplies.
● The computer’s power supply has a relatively low voltage, but the current is very high in
relation to other components.
● The power supply in a computer monitor increases the voltage, because monitors contain
circuits that require 35,000 V with a high current. In any power supply, current is stored
on capacitors that do not discharge when the component is turned off or unplugged. Even
after months of inactivity, the capacitors may have enough stored electrical energy to kill
you. For this reason, leave the internal workings of the monitor to specialists who have
the extra training and special equipment that are required to safely remove a monitor
cover and make repairs.

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ESD and Electrical Hazards

All the precautions used to prevent ESD increase your danger when you work near high
voltages. An anti-static wrist band is specifically designed to provide a low-resistance path for
electricity to a ground. Do not connect anti-static devices to the electrical system ground or
you risk electrocution. You cannot be sure that the electrical system is wired properly or that
no devices on the circuit are shorting, sending power through the ground system. If there were
ground problems or shorts, your body and your static protection equipment could provide a
path from the problem device to ground—the circuit would be completed through your body,
causing electrocution.
For the same reason, you must unplug devices that you are servicing. Even when turned off,
the power supplies in most devices continue to produce voltage if the device is plugged in to
an outlet. You and your anti-static devices could provide a better path to ground than the
device’s wiring, leading to your electrocution.

Electrical Safety Precautions

Working on a computer can be safe and enjoyable if you protect yourself from electrical haz-
ards by using some common sense and by taking appropriate precautions:
● Perform only the work for which you have sufficient training.
● Don’t attempt repair work when you are tired; you may make careless mistakes, and your
primary diagnostic tool, deductive reasoning, will not be operating at full capacity.
● Don’t assume anything without checking it out for yourself.
● Don’t wear jewelry or other articles that could accidentally contact circuitry and conduct
current.
● Suspend work during an electrical storm.
● Don’t handle electrical equipment when your hands or feet are wet or when you are
standing on a wet surface. Perform as many tests as possible with the power off.
● Stand on a totally insulated rubber mat to increase the resistance of the path to ground
and provide some protection for yourself. In some cases, workstations are located in areas
with grounded floors and workbenches, so static electricity has a low-resistance, non-
destructive path to ground.
● When removing circuit boards, place them on a dissipative ground mat or put them in an
anti-static bag.
● Use an anti-static wrist strap when handling static-sensitive components like system
boards, sound cards, and memory chips, but remove the strap if you are working on any
part of a computer monitor.
● After cleaning the keyboard, be very sure it is dry before powering it up.
● Label wires and connectors as you detach them, and make sure you plug them back into
the proper sockets in the proper order.
● When you replace the computer’s case, make sure all the wires are inside. The case may
have sharp edges that can cut through exposed cables.
● Power supplies have a high voltage in them any time the computer is plugged in, even if
the computer power is turned off. Before you start working inside the computer case, dis-
connect the power cord and press the power button to dissipate any remaining power in
the system circuitry. Leave the power off until you are done servicing the system unit.
● Never stick anything into the power supply fan to get it to rotate. This approach doesn’t
work, and it’s dangerous.

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● Do not take the case off a monitor. The risk to your life is not worth any repairs you
might make.
● Don’t bang on the monitor screen with your tools; an implosion will propel shards of
glass in every direction.
● To clean the monitor, turn it off and unplug it; do not wear an anti-static wrist strap. Use
isopropyl alcohol rather than a general-purpose cleaner; it doesn’t create a safety hazard if
dripped inside the case. Use an anti-static cleaner to clean the glass on the monitor; never
wash the glass with the power on.
Following these precautions will help you avoid accidents and prevent personal injury. If you
see others working under potentially hazardous conditions, share your knowledge with them to
help prevent accidents and injury in your workplace.

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ACTIVITY 3-2
Identifying Electrical Safety Issues
Scenario:
In this activity, you will identify electrical safety issues.

1. Which objects can help minimize ESD in a computing environment?

a) Air ionizer
b) Air humidifier
c) Insulated rubber floor mat
d) Surge suppressor

2. True or False? If you are using an anti-static floor mat, you do not need any other
ESD safety equipment.
True
False

3. Electrical injuries include electrocution, shock, and collateral injury. Can you be
injured if you are not part of the electrical ground current?

4. Which of these computer components present the most danger from electrical
shock?
a) System boards
b) Hard drives
c) Power supplies
d) Chassis

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TOPIC C
Environmental Safety and Materials
Handling
In the last topic, you identified best practices for safely dealing with electricity. Environmental
factors other than ESD must also be considered to ensure a safe work area. In this topic, you
will identify best practices for promoting environmental safety and proper materials handling.
In addition to electrical issues, there are other environmental issues that computer technicians
must deal with on a regular basis. For instance, the health and safety of you and those around
you should be considered the highest priority—computer equipment can be replaced, but
human lives cannot. Recognizing potential environmental hazards and dealing with them safely
is an integral part of an A+ technician’s job.

Atmospheric Considerations
Atmospheric hazards can be extremely dangerous to you and those around you.

Hazard Description
Ozone gas Laser printers produce ozone gas, usually when the corona wire produces
an electrical discharge during printing. Depending on the levels, ozone
can be a mild-to-severe irritant. Regulatory agencies have established
limits regarding the amount of ozone that employees are exposed to. Be
sure the printer operates in a well-ventilated area. The laser printer may
have a filter to control ozone emissions.
Humidity Too much moisture can be problematic and cause physical damage to
equipment. On the other hand, low humidity can contribute to more elec-
trostatic charge into the air. High humidity levels can also have an effect
on tapes and paper media.
Dust Dust can be a more subtle hazard. Buildup of dust particles over time can
cause problems with different types of equipment. Excessive amounts of
metallically conducive particles in the air can cause power supplies and
other electronic components to shut down. Dusting equipment often can
prevent these types of issues. Make sure that printers and paper products
are kept in a separate area from computer equipment to prevent paper
dust from getting into the equipment.

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Situational Hazards
Various workplace situations can be a hazard to you and your coworkers.

Hazard Description
Falling and tripping Within your work area alone a number of things
can cause you to fall or trip. While working with
computer equipment, you need to keep in mind the
location of hardware, cables, and devices. Loose
cables and cords on the floor can be problematic
when moving within your work area.
Equipment storage CPUs and other hardware should not be stacked on
top of one another. Make sure the equipment is
secure, whether it is on the floor or on a desk or
shelf.
Food and drink Eating and drinking around computer equipment
can be problematic. Food particles and liquids can
get inside and harm the inner mechanics of the
hardware. Your employer may have no eating or
drinking policies in place for these reasons.

Physical Hazards
Potential physical hazards are present in any workplace, including the environment you work
in as a computer technician.

Physical Hazard Description

Cords and cables In office environments where there are many computers, there will also be
many cables and power cords. Sometimes, these cords and cables are
lying on the floor and could possibly cause a person to trip on them.
Lasers Lasers are used in printers, CD drives, and DVD drives. Laser is an acro-
nym for Light Amplification by Stimulated Emission of Radiation. A laser
produces an intense, directional beam of light by stimulating electronic or
molecular transitions to lower energy levels. This powerful beam can
cause damage to the human eye or skin. Lasers have many uses and, like
other tools, are capable of causing injury if improperly used. The most
likely injury is a thermal burn which will destroy retinal tissue in the eye.
Since retinal tissue does not regenerate, the injury is permanent.

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Physical Hazard Description

Repetitive Strain Injury Repetitive strain injuries involve damage to muscles, tendons, and nerves
(RSI) caused by overuse or misuse. Computer users suffer mostly from repeti-
tive strain injuries to the hand, wrist, and arm. Unlike strains and sprains,
which usually result from a single incident—called acute trauma—
repetitive strain injuries develop slowly over time. The type of injury
depends on whether the muscle, tendon, tendon sheath, or nerve tissue
has been irritated or damaged. Any or all of the following symptoms may
appear in any order and at any stage in the development of an injury of
RSI:
● Aching, tenderness, swelling

● Pain, crackling, tingling

● Numbness, loss of strength

● Loss of joint movement, decreased coordination

Eye strain Many computer tasks are done at a close working distance, requiring the
eyes to maintain active focusing. This can cause stress and strain on the
eyes and the muscles that control them. A very common health problem
reported by users of computer monitors is eye strain—including the fol-
lowing symptoms:
● Blurred vision

● Difficulty focusing

● Double vision

● Tiredness

● Headaches

● Burning, sore, or itchy eyes

Dry eyes can also be a concern for computer operators. The eye surface
becomes dry because computer users tend to blink less and tears evapo-
rate faster during monitor use. Symptoms associated with dry eyes are
redness, burning, and excess tearing.
Radiation Radiation is a broad term used to describe energy in the form of waves or
particles. Electromagnetic radiation comes from both natural and manu-
factured sources, including computer monitors. Circuits within the
monitor are responsible for the horizontal and vertical movements of the
electron beam. This movement occurs tens of thousands of times each
second (Very Low Frequency, or VLF) for the horizontal scan, and 50 to
60 times each second (Extremely Low Frequency, or ELF) for the vertical
scan. The VLF and ELF field intensities have been extensively evaluated
in many different models of monitors for possible biological effects. Com-
puter monitor users have expressed concerns about the possible health
effects—including adverse pregnancy outcomes—from the electromag-
netic radiation that monitors produce. While the research continues,
current scientific information does not identify a health risk from expo-
sure to these electromagnetic fields.
Noise Noise levels produced by computers and printers are well below those
that cause adverse health effects. The equipment has minor noise sources
such as the hum of cooling fans and the clicking of keys. Excessive noise
from the computer may indicate an internal malfunction.

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OSHA
Your employer is obligated to comply with the Occupational Safety and Health Administration
(OSHA) and/or state standards regarding employee safety. Employers must provide:
● A workplace that is free from recognized hazards that could cause serious physical harm.
● Personal protective equipment designed to protect employees from certain hazards.
● Communication—in the form of labeling, Material Safety Data Sheets (MSDS), and train-
ing about hazardous materials.
Your responsibility—to yourself, your employer, your coworkers, and your customers—is to be
informed of potential hazards and to always use safe practices.

Laser Safety Standards

To provide a basis for laser safety, standards are established for Maximum Permissible Expo-
sure (MPE). Lasers and laser systems and devices are grouped into classes:
● Class 1 lasers do not emit harmful levels of radiation and are exempt from control
measures.
● Class 2 lasers are capable of creating eye damage through chronic, continuous exposure;
this class includes barcode readers.
● Class 3 lasers pose severe eye hazards when viewed through optical instruments (for
example, microscopes) or with the naked eye.
● Class 4 lasers pose danger to eyes and skin, as well as being fire hazards.
Frequently, lasers are embedded in laser products or systems with a lower hazard rating. For
example, laser printers, CD drives, and DVD drives are Class 1 laser products; however, they
contain Class 3 or Class 4 lasers. When the printer or drive is used as intended, the controls
for the device’s class (Class 1) apply. When the system is opened—for example, for service—
and the embedded laser beam is accessible, precautions must be based on the classification of
the embedded laser (Class 3 or 4).

Safety Precautions for Physical Hazards

To minimize the physical hazards associated with computing environments, follow the recom-
mended safety precautions and use the appropriate repair tools at all times.

Physical Hazard Safety Precautions

Cords and cables If cords and cables must traverse a floor area where people need to walk,
it is recommended that cord protectors be used to shield the cords and
cables from being damaged by pedestrian traffic, as well as to minimize
the chance of someone tripping on the cords and cables.
Lasers ● Never point a laser beam in someone’s eyes.
● Never look directly at a laser beam.
● Never disable safety mechanisms when servicing a device with an
embedded laser.

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Physical Hazard Safety Precautions

Repetitive Strain Injury If an individual has even mild RSI symptoms, action should be taken. If
(RSI) symptoms are allowed to progress, a person with RSI can develop
chronic symptoms. The key to RSI management is to remove an indi-
vidual from the exposure that causes injury. A period of time away from
the keyboard and mouse is followed by a gradual return to keying in an
ergonomically correct work setting. Occasionally, a physician will pre-
scribe a medication to help reduce symptomatic inflammation and pain.
People with more severe forms of RSI may be referred by their medical
provider to an occupational therapist who can do further evaluation and
recommend a program of localized treatments, stretches, and exercises.
Referral to an orthopedic hand specialist may be needed to determine
treatment options. If the individual displays symptoms even at rest, splints
may be recommended; while these are useful in the first stages of recov-
ery, they are not the long-term solution. The best treatment for RSI, of
course, is prevention by proper arrangement of computer workstations
and reasonable project design.
Eye strain A vision examination is recommended. A specific eyeglass prescription
for computer use may help compensate for the strain involved in looking
at a close and fixed point for periods of time.
Artificial tears—used to supplement the eye’s natural tear film and lubri-
cate the dry surface—alleviate dry-eye symptoms for some computer
users.
Noise Printers can be noisy and should be located in rooms away from opera-
tors, where possible. Noise reduction hoods are recommended.

Equipment Moving Safety Recommendations

As an A+ IT technician, lifting and moving computer equipment can be one of the more
strenuous parts of your job. For example, when you need to work on a CPU, you may have to
lift and relocate the machine to your work area. Always assess the situation first to determine
if you can lift or move items safely.

Lifting and Moving Equipment Safely

Before lifting anything:
● Know your own strengths and weaknesses. You need to be aware of how much weight
you can handle.
● When you lift, bend at your knees and not at your waist. This will prevent strain on your
back muscles and pressure on your spine.
● Assess the equipment you are moving. If you feel that physically the equipment is too
heavy or awkward for you to move alone, then get help from a coworker, or use a cart to
relocate the equipment. If you use a cart, make sure the equipment is tightly secured dur-
ing transport.
● The equipment may be unstable for lifting. You may need to take special precautions and
may require help moving it to a cart.
● Equipment should never be stacked too high while moving to avoid hardware falling and
breaking on the floor. This can cause damage to other devices or to yourself.

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● Plan ahead. While moving equipment from one area to another, be aware of narrow door-
ways or columns that you will encounter on the way. Also, make sure to prep the space
before delivering the equipment so that you are not trying to reconfigure the space with
all the equipment in the way.

Chemical Hazards
Working with personal computers can cause you to come in contact with some chemical
hazards.

Chemical Hazard Description

Laser printer toner Made of fine particles of iron and plastic, toner presents its own set of
problems due to its reactions with heat. If you spill toner, don’t clean it
up with a regular vacuum; the particles will get into the motor and melt.
Don’t use warm water to wash toner off your hands or arms; the toner
could fuse to your skin. Instead, brush off as much as you can with a dry
paper towel, rinse with cold water, and then wash with cold water and
soap. In addition, do not use ammonia-based cleaners on or around laser
printers, as the ammonia may react chemically with the toner.
Capacitors Capacitors store electricity using two or more conducting plates separated
by an insulator. There are capacitors in various personal computer compo-
nents, including microprocessors. The electrolytes in capacitors are very
caustic; treat them as you would any hazardous chemical. Thoroughly
wash your hands after handling capacitors.
Caution: The capacitors in power supplies and monitors do not discharge
when they are turned off or unplugged, and contain enough charge to kill
you. Do not open or attempt to service internal components of power
supplies or monitors.
Batteries Batteries are used to maintain the data in CMOS chips and to supply
power to remote controls and portable computers. These batteries may
contain mercury, cadmium, and lithium, as well as other dangerous
chemicals.

Liquid Hazards
There are many different professional situations when you may come in contact with a hazard-
ous liquid. Some such compounds are used to clean or condition equipment, including the
computer’s case, contacts and connections of adapter cards, and glass surfaces. They may
present safety or environmental problems. Make sure you read the labels and follow instruc-
tions carefully when disposing of hazardous materials.

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The Material Safety Data Sheet (MSDS)

Definition:
A Material Safety Data Sheet (MSDS) is a technical bulletin designed to give users and emer-
gency personnel information about the proper procedures of storage and handling of a
hazardous substance. This applies to any situation in which an employee may be exposed to a
chemical under normal use conditions or in the event of an emergency. Manufacturers supply
MSDSs with the first shipment to a new customer and with any shipment after the MSDS is
updated with significant and new information about safety hazards. You can get MSDSs online;
the Internet has a wide range of free resources. OSHA regulations govern the use of MSDSs
and the information an MSDS must contain.

Required Information in an MSDS

Every MSDS is required to include information about the following items:
● Physical data
● Toxicity
● Health effects
● First aid
● Reactivity
● Storage
● Safe-handling and use precautions
● Disposal
● Protective equipment
● Spill/leak procedures

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Example:

Figure 3-11: An MSDS.

Incident Reports
An incident report is a record of any instance where a person is injured or computer equip-
ment is damaged due to environmental issues. The report is also used for accidents involving
hazardous materials, such as chemical spills, that could have an impact on the environment.
Any time an accident occurs at a work site, you should submit an incident report. Reporting
these occurrences is often part of company policy and can help provide protection against
liability.

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Figure 3-12: An incident report.

Hazardous Material Disposal Procedures

Proper disposal of hazardous materials is an essential part of maintaining a safe work
environment.

Hazardous Material Disposal Recommendations

Liquid cleaning materials Follow your company’s guidelines for disposing of liquid cleaning materi-
and empty containers als and their containers. Each municipality has its own disposal
regulations that you must learn and practice. You can find out about these
ordinances by contacting your local government’s environmental office or
department for trash disposal and recycling.
Toner Empty toner cartridges should not be tossed into the trash because of the
damage the residual chemicals can do to the environment. Used toner
cartridges should be refilled or returned to the manufacturer for recycling
and/or disposal. Follow your company’s guidelines for disposal
procedures.
Display devices The Cathode Ray Tubes (CRTs) in computer monitors contain lead, which
is considered a hazardous material. Follow your company’s guidelines for
disposing of display devices. Many municipalities have regulations for
disposal and recycling of monitors and television sets; contact your local
government’s environmental office or department for trash disposal and
recycling to determine if there are specific rules you need to follow.

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Hazardous Material Disposal Recommendations

Ozone filter Follow the manufacturer’s recommendations for replacement and disposal
of a laser printer’s ozone filter.
Batteries Used batteries should not be tossed into the trash, but should be disposed
of following your company’s guidelines.

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ACTIVITY 3-3
Identifying Environmental Safety Issues
Scenario:
In this activity, you will identify the best practices for promoting environmental safety and
proper handling of materials.

1. Match each physical hazard with the appropriate safety precaution.

Cords and cables a. Avoid looking directly at them or dis-
abling related safety equipment.
Lasers b. Special glasses and artificial tears are
viable precautionary measures.
RSI c. Keep printer separate from users, and
use hoods.
Eyestrain d. Prevent tripping by using cord
protectors.
Noise e. Rest, therapy, surgery, and prevention
are all viable solutions.

2. You are on a service call, and you accidentally spill some liquid cleaner on the
user’s work surface. What actions should you take?
a) Refer to the MSDS for procedures to follow when the material is spilled.
b) Wipe it up with a paper towel, and dispose of the paper towel in the user’s trash
container.
c) Report the incident.

3. Ozone is classified as an environmental hazard. What device produces ozone gas?

a) Laser printer
b) CPU
c) Laptop
d) Power supply

4. What substance reacts with heat and ammonia-based cleaners to present a work-
place hazard?
a) Capacitors
b) Lasers
c) Toner
d) Batteries

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TOPIC D
Perform Preventative Maintenance
In the last topic, you identified best practices for promoting environmental safety and proper
handling of materials. Best practices for PC technicians also include using preventative mainte-
nance to avoid potential problems. In this topic, you will identify and apply general
preventative maintenance techniques.
It’s inevitable that computers and their components will require repair or replacement at some
point. However, there are a few relatively simple procedures a computer technician can per-
form to postpone the inevitable. Providing general preventative maintenance resolves problems
before they occur and helps to prolong the life of the computer and its components.

Preventative Maintenance Theory

Although different computer components require different levels of preventative maintenance,
there are some general considerations that apply to virtually all components.

Task Description
Visual/audio inspection By looking at and listening to a computer in operation, you can some-
times tell if a problem is about to occur. During a visual inspection, look
for damaged or cracked components, verify that internal and external con-
nections are properly seated, and check cords and cables for fraying.
During an audio inspection, verify that the speakers are working properly
and that volume controls respond as expected, and listen for any unusual
noises coming from within the computer chassis.
Driver/firmware updates Driver and firmware manufacturers often develop updates to address
known functionality issues. By updating device drivers and firmware, you
can avoid many potential operational problems.
Scheduling preventative The most basic preventative maintenance technique for all components is
maintenance keeping them clean. Cleaning a personal computer on a regular basis pre-
vents overheating (and therefore damage to internal components) as well
as ESD problems. Obviously, this needs to be done on a regular basis to
be effective, so if your company does not have a policy that specifies a
maintenance interval, you should consider creating a schedule to inspect
and clean any computers that are your responsibility.
Using appropriate repair During preventative maintenance and other service calls, it is imperative
tools and cleaning materials that you use the proper tools and materials. Using the wrong tool or
material can cause additional problems to occur and can be dangerous.

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Task Description
Ensuring proper environ- Computers operate best in environments with adequate ventilation, little
ment dust, and relatively humid air.
● Airflow around a computer and its external devices helps to dissipate
the heat generated, so make sure that the components have enough
room around them to prevent overheating problems.
● The fan that runs to cool the system pulls dust and debris into the inte-
rior of the computer. This can lead to shorts and other electrical
damage if it is allowed to accumulate.
● Computers function best in relative humidity of 50 to 60 percent. Drier
conditions are prone to ESD problems, and moister conditions can
affect performance. Use humidifiers, air conditioners, and dehumidifi-
ers when possible to control the air quality.

Computer Component Maintenance Techniques

There are a number of preventative maintenance techniques you can use to maintain personal
computer components.

Maintenance Technique Use To

Use a power strip, surge protector, Protect the computer from power surges, spikes, and brownouts.
or Uninterruptible Power Supply
(UPS).
Clean peripheral components. Prevent problems with the computer’s peripherals due to dirty
conditions.
Clean internal system components. Prevent problems with internal computer components due to dirty
conditions.

Uninterruptible Power Supply

You use an Uninterruptible Power Supply (UPS), a battery-operated device, to save computer
components from damage due to power problems such as power failures, spikes, and sags.
Computer systems require a steady supply of electricity. Interrupts in that power can cause
your systems to fail. All UPSes:
● Use battery power to supply power to the devices connected to the UPS.
● Can be configured through the operating system as to what happens when there is a
power failure.
● Keep the computer powered up long enough for you to perform an orderly shutdown of
the operating system.
● Have a method for testing that the UPS works properly.

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An online UPS supplies power to your systems from its batteries at all times. Power from the
normal electrical system is used to constantly charge the batteries. Online UPSes usually sup-
ply more clean battery power than standby UPSes. However, the batteries usually don’t last as
long as standby UPS batteries. Online UPSes generally filter power to reduce or remove power
spikes. Because online UPSes supply power from the battery at all times, they can prevent
power sags or brownouts.
A standby UPS (SUPS) uses a battery to supply power when a power problem occurs. At
times of normal power operation, power is supplied from the normal electrical system. This
method places minimal burden on the batteries and power inverters in the UPS, leading to
longer UPS life. These UPSes are rated on their switching time because their batteries are in
use only when the regular power is unavailable.

Figure 3-13: A standby UPS.

Determining UPS Size Needs

To determine the size of UPS you need, you can use one of the following techniques:
● Use the tool found on most UPS manufacturers’ websites to determine the size you need.
By filling out a form about the equipment you will be plugging into the UPS, the tool
will recommend the manufacturer’s UPSes that meet your needs.
● Perform a manual calculation.
1. Multiply the volts by amps for each device you will connect to the UPS.
2. Add together the results of each device in step 1.
3. Purchase this size UPS.

Surge Suppressor
A surge suppressor helps protect components from power spikes. It does not protect compo-
nents from power failures or sags, nor does it provide a steady supply of electricity. It also
doesn’t provide power to components in the case of a power failure.

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Cleaning Compounds and Materials

Cleaning materials for computers range from standard household cleaning supplies to supplies
specifically designed for computers and electronics.

Cleaning Supply Description

Wipes and cloths There are several types of wipes and cloths to use to clean monitors, key-
boards, and other equipment.
● Monitor cleaning wipes are alcohol-based, lint-free, pre-moistened
wipes for cleaning monitor screens. These should be used only on CRT
or TV monitors and not on plastic-coated LCD screens.
● Keyboard cleaning wipes are pre-moistened wipes for cleaning
keyboards.
● If you choose not to use pre-moistened wipes, you can use rubbing
alcohol applied to a lint-free cloth to wipe down screens and
keyboards. They can also be used to clean other components.
● A toner cloth is a special cloth that you stretch that picks up toner par-
ticles that are either in the printer or around the printer. Be careful if
using it inside the printer so that the cloth doesn’t get caught on any
components, leaving fibers behind.
Cleaning solutions You can use rubbing alcohol on cotton swabs or lint-free cloths to clean
many components.
You can use mild household cleaner to keep the exterior of computer com-
ponents clean This helps prevent dirt and debris from getting inside the
equipment. Never spray the cleaner directly on the equipment. Avoid using
ammonia-based cleaners around laser printers; the ammonia may react
chemically with the toner.
For monitors, especially plastic monitors, read the device’s manual to
determine the cleaning method the manufacturer recommends. While some
recommend water or IPA (Isopropyl Alcohol), others claim it’s acceptable
to use volatile chemicals such as Hexane or Petroleum Benzene, a soft
detergent such as Palmolive and water, no suds, or nothing but a dry soft
cloth. While some recommend top down motion, others subscribe to the
circular method.
In some cases, you can use standard household window cleaner on various
components if you spray it on a lint-free cloth first. You can use this to
clean smudges from optical disks. Never use window cleaner on plastic
monitor screens, and even on glass screens this cleaner might strip off the
anti-glare protection. The best option is a damp, clean, soft cloth with
water or a cleaner specifically made for monitors (or that states it is safe
for use with monitors) and will not damage anti-glare finishes.
Cleaning tools Tightly wound cotton swabs are useful in getting cleaning solution into
tight places. They are also useful when used dry to get dust and debris out
from between keys and around buttons or other tight areas.
Toothpicks come in handy in getting dirt out from around keys, buttons,
and other tight spaces. They are also useful for removing the debris that
builds up on the rollers in a mouse. Another use for toothpicks is for when
you are trying to retrieve jumpers that have fallen onto the system board.
A small paint brush can be used to remove dust from between keys on a
keyboard. If the brush has long bristles, they can reach under the keys
where other cleaning objects would not be able to reach.

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Cleaning Supply Description

Compressed air canister A canister with a nozzle that can be aimed at components to blow dust
out. This is often used when removing dust from the interior of a
computer. Be sure to blow the dust away from the power supply and
drives. It can also be used to blow dust out of the power supply fan area,
from keyboards, and from the ventilation holes on other peripherals.
Use caution when working with compressed air. Read the instructions on
the can and follow them carefully. Tipping the can too much, something
easy to do when trying to maneuver the can into place, can cause the pro-
pellant to leave the can in liquid form and at sub-freezing temperatures.
The freezing could easily damage components, particularly those which
may still be hot from use. There is also the issue of the corrosiveness of
the chemical damaging components later on in time. Also, some delicate
components on the motherboard can be damaged (literally blown off the
board) if used too close to a component.
If you use compressed air, take the equipment to a different location, pref-
erably outside, so that the dust does not simply disperse into the air in the
work area and settle back on the computer equipment or other devices.
Computer or electronics A non-static vacuum that can be used on the chassis, the power supply,
vacuum fans, and in printers. (Regular vacuum cleaners can create static, which
will damage computer equipment.) The vacuum should have a filter and
bag fine enough to contain toner particles so that you can use it to clean
up toner spills from laser printers or photocopiers. These vacuums can
often be used to blow as well as suck, so they can replace the need for
compressed air canisters for blowing dust out of machines. Sucking the
dust up is usually better, though, since blowing the dust can cause it to get
onto or into other components. Sucking it up into a vacuum cleaner bag
gets it out of the system without the chance of it getting into something
else.
Mask A mask that fits over your mouth and nose should be worn when using a
compressed air canister or working around toner spills. This will keep the
particles out of your body.
Latex gloves You should wear latex gloves when cleaning up a toner spill.

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How to Perform Preventative Maintenance

Procedure Reference: Clean Peripherals
To clean peripherals:
1. Shut down the computer, and unplug the peripherals to be cleaned.
2. Clean the keyboard using compressed air, an artist’s paint brush or business card, tooth-
picks, and rubbing alcohol.
3. Clean the mouse.
a. Before cleaning the mouse, shut down the system and unplug the mouse.
b. Remove the ball and clean the rollers with rubbing alcohol and toothpicks.
c. Clean the mouse interior with compressed air.
d. Turn on the power and test the mouse.
4. Clean the monitor.
a. Before cleaning the monitor, shut down the system, turn off the monitor, and unplug
the monitor cable and power cord.
b. For a CRT monitor, spray glass cleaner on a lint-free cloth, and then wipe the glass.
(Do not use glass cleaner on an LCD monitor. Use a lint-free cloth.)
c. Clean the vents using a small vacuum.
d. Turn on the power and test the monitor.

LCD monitors are extremely delicate. Unlike glass monitors, LCDs are very sus-
ceptible to pressure and pressing hard while cleaning will likely either scratch
the plastic or, worse yet, crack the display, a very expensive mistake on some-
one else’s laptop or flat panel display.

5. Clean contacts and connections with a lint-free cloth or an artist’s paint brush.

Procedure Reference: Clean the Internal System Components

To clean internal system components:
1. Shut down the computer, and unplug the power cord.
2. Clean the chassis with a damp lint-free cloth.
3. Remove the chassis cover.
4. Clean the system board using a compressed air canister and computer vacuum.
● Try to hold the chassis at an angle with the back corner.
● Blow the air so the dust is blown away from the drives and power supply.
● If it is extremely dusty, you might want to wear a mask over your mouth and nose
since the dust particles will fly up when you spray the compressed air.
5. Clean the CD-ROM drive using a CD-ROM cleaning kit and following the enclosed
directions.
6. Clean the floppy drive using a floppy drive cleaning kit and following the enclosed
directions.

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7. Clean removable media drives using the cleaning kit that is compatible with the drive and
following the enclosed directions.

Older Iomega Zip and Jaz drives should not be cleaned. This will damage the drives.
Imation SuperDrives can be cleaned. If a removable drive is cleanable, the manufacturer
will sell an approved cleaning kit.

Procedure Reference: Configure and Test a UPS in Windows

To configure and test a UPS by using the Power Options tool in Windows:
1. Set up the UPS.
a. If necessary, connect the battery in the UPS.
b. Plug the UPS directly into a wall outlet. Do not plug the UPS into a surge suppres-
sor or power strip.
c. Connect the UPS to the computer (For example, via the USB cable).
d. Plug the computer components you want to be powered through the UPS into the
UPS.
2. If the UPS comes with its own management software, install the software.
3. Configure the steps that you want the UPS to take when a power failure occurs.
a. Open Control Panel.
b. Click the Performance And Maintenance link.
c. Click the Power Options link.
d. Display the appropriate page of the dialog box to configure the settings.
● If the UPS tab appears, click it to display the UPS page.
● If other power-specific tabs appear instead of the UPS tab, such as Alarms or
Power Meter, click the appropriate tab to configure each of the UPS settings.
e. If there is a UPS page, in the Details section of the UPS page, click Select and select
the manufacturer and model of the UPS.
f. If there is a UPS page, click Configure.
g. Configure the UPS settings.
● Configure alarm settings to indicate how you want to be notified of a power
failure and how often.
● If desired, configure the UPS to run a program before shutting down the
computer.
● Configure whether the UPS should put the computer in standby mode or shut
the computer down completely.
h. Click OK as needed to apply your changes and close the Power Options Properties
dialog box.
4. Test the UPS. You can:
● Unplug the UPS from the wall outlet and verify that the components remain
powered. If you configured it to run a specific program, shut down the computer, or

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put it into hibernation, you can leave it unplugged until this occurs if you want to
test that feature as well. When you are done testing, plug the UPS back into the wall
outlet.
● Most models have a Test button. Press the Test button to verify that the UPS can
power the components plugged into the UPS.

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ACTIVITY 3-4
Performing Preventative Maintenance
Setup:
To complete this activity, you will need a cleaning kit consisting of:
● Monitor cleaning wipes
● Keyboard cleaning wipes
● Lint-free cloths
● Rubbing alcohol
● A mild household cleaner
● Cotton swabs (tightly wound)
● Lens cloth
● Window cleaner
● Toothpicks
● Artist’s paint brush
● Compressed air canisters
● Computer vacuum
● CD-ROM cleaning kit
● Floppy drive cleaning kit

Scenario:
In an effort to cut down on the number of peripheral problems that have been occurring, your
company has decided to perform preventative maintenance on peripherals each month. To
help prevent other system problems, a yearly preventative maintenance plan has also been put
in place to clean the internal system components, including the system board, drives, and any
adapter cards. As one of the junior members of the support team, you have been assigned the
task of cleaning the department’s peripherals and internal system components.

There is a simulated version of this activity available on the CD-ROM that shipped with this
course. You can run this simulation on any Windows computer to review the activity after
class, or as an alternative to performing the activity as a group in class. The activity simula-
tion can be launched either directly from the CD-ROM by clicking the Interactives link and
navigating to the appropriate one, or from the installed data file location by opening the C:\
085820Data\Simulations\Lesson#\Activity# folder and double-clicking the executable (.exe)
file.

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What You Do How You Do It

1. If you have a keyboard, clean the a. Shut down the system and unplug the
keyboard. keyboard.

b. Turn the keyboard upside down and

gently shake it to remove debris from
under the keys.

c. Spray compressed air under the keys

to dislodge particles of dust and dirt.

d. Drag a small paint brush or a business

card between the keys to remove any
particles left behind.

e. Wipe each key with keyboard wipes or

a soft cloth with rubbing alcohol
applied to it.

f. Reconnect the keyboard and restart the

system.

g. Verify that all of the keys work.

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2. If you have a mouse, clean the a. Shut down the system and unplug the
mouse. mouse.

b. Turn the mouse upside down and

rotate the cover to unlatch it. Rotate the
cover in the direction indicated on your
mouse.

c. Place your hand over the cover and

ball, and then turn the mouse right side
up and the cover and ball should drop
out into your hand. If they don’t drop out,
gently shake the mouse. If they still don’t
drop out, make sure that the cover has
been turned far enough to unlatch it.

d. Using a toothpick or your fingernail,

scrape off the line of dirt on each roller.
There should be three rollers and the dirt
is usually in the center of each roller.

e. Spray compressed air into the mouse

to remove any remaining debris, including
the debris you scraped off the rollers.

f. Wipe the ball, inside, outside, and the

cord of the mouse with mouse cleaning
wipes or a soft cloth dampened with
rubbing alcohol.

g. Place the ball back inside the mouse.

h. Place the cover over the mouse and

rotate it until it locks in place.

i. Reattach the mouse and restart the

system.

j. Verify that all of the mouse functions

work.

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3. If you have a monitor, clean the a. Shut down the system, turn off the
monitor. monitor, and unplug the monitor cable
and power cord.

If you have an LCD monitor,

do not use window cleaner b. Spray glass cleaner on a lint-free cloth.
on it. Instead, you should Alternatively, you can use specially pre-
use a lint-free cloth to wipe
pared wet monitor wipes and drying
wipes.
the screen. If more cleaning
power is needed, dampen
the cloth with rubbing alcohol c. Wipe the monitor screen using the
and wipe the screen. cloth.

d. Vacuum the exterior or wipe with a

cloth dampened with a mild household
cleaner to remove dust and debris from
the case.

e. Reconnect the monitor to the system

and plug it back in.

f. Restart the system and verify that the

monitor works.

4. If you have a complete PC to clean, a. Shut down the system, and then
clean the case. unplug the peripherals and the power
cord.

b. Remove the cover from the system.

c. Wipe the case with a water-dampened,

lint-free cloth. If the case requires addi-
tional cleaning power, use a mild
household cleaner on the cloth instead of
water.

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5. If you have a system board, clean a. Position the system so that you can
the system board. hold the compressed air canister
upright.

b. Spray the compressed air so that you

blow the dust and debris off the system
board and out of the case.

c. If you have a computer-safe vacuum,

vacuum any remaining particles from
inside the system, being careful not to
suck up any jumpers or other
components.

d. Reattach the case cover.

e. Reconnect the external devices and

power cord.

6. If you have a CD-ROM drive, clean a. Power on the system.

the CD-ROM drive.
b. Insert the CD-ROM cleaner disk in the
Refer to the instructions that drive.
come with your cleaning kit
and use those steps if they c. Access the CD-ROM drive.
are different from those listed
here.
d. Remove the CD-ROM cleaner disk from
the drive.

e. Test the drive by reading a CD-ROM.

7. Clean the floppy disk drive. a. Insert the floppy disk cleaner disk in
the drive.

b. Access the floppy disk drive.

c. Remove the floppy cleaner disk from

the drive.

d. Test the floppy disk drive by writing to

and reading from a floppy disk.

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ACTIVITY 3-5
Using a UPS
Setup:
To complete this activity, you will need a UPS.

Scenario:
There are periodic power outages at your customer’s site due to old power lines and high
winds. They have had several corrupted files due to power loss. They have purchased a UPS
and have contracted with you to install and test it for them.

There is a simulated version of this activity available on the CD-ROM that shipped with this
course. You can run this simulation on any Windows computer to review the activity after
class, or as an alternative to performing the activity as a group in class. The activity simula-
tion can be launched either directly from the CD-ROM by clicking the Interactives link and
navigating to the appropriate one, or from the installed data file location by opening the C:\
085820Data\Simulations\Lesson#\Activity# folder and double-clicking the executable (.exe)
file.

What You Do How You Do It

1. Set up the UPS to power a com- a. If necessary, connect the battery in the
puter system. UPS.

b. Plug the UPS into the power outlet.

c. Shut down each of the components

that will be powered through the UPS.

d. Unplug the components from the wall

or surge protector, and then plug them
into the UPS.

e. If your UPS is equipped with a cable to

connect to a peripheral port on your com-
puter, connect the UPS to the USB or
COM port.

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2. If the UPS comes with its own man- a. Insert the UPS software installation
agement software, install the CD-ROM.
software.
b. To install the software, follow the
prompts in the installation wizard.

3. Configure what happens when the a. From the Start menu, choose Control
UPS encounters a power failure. Panel.

Depending on your UPS, you b. Click Performance And Maintenance.

might find that you must con-
figure it using its software c. Click Power Options.
rather than the Power
Options within Control Panel.
If this is the case, complete d. If available, click the UPS tab.
the tasks in steps f and g
If no UPS tab is displayed, click the tab
within your UPS’s manage-
related to UPS configuration.
ment software.

e. If necessary, configure the UPS port,

manufacturer, and model.

f. Following the directions that came with

your UPS, or using the UPS tab in the
Power Options Properties dialog box, con-
figure the computer to sound an alarm
as soon as there is a power failure and
to repeat it every minute.

g. Configure the settings to perform a

shutdown when the critical alarm
threshold is reached.

h. Close all open windows.

4. Test the UPS. a. Turn on the other components to make

sure they can be powered through the
UPS.

b. When all of the components plugged into

the UPS have come up to the functional
state, to simulate a power outage, unplug
the UPS from the power outlet.

c. Plug the UPS back into the wall outlet.

d. If your UPS is equipped with a Test but-

ton, press the Test button.

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TOPIC E
Diagnostics and Troubleshooting
In the last topic, you identified general preventative maintenance techniques. Best practices for
PC technicians also include using a methodical approach to solving problems. In this topic,
you will identify general diagnostic and troubleshooting techniques.
The most elaborate toolkit and expensive diagnostic software can be useless if you don’t have
a consistent plan of attack for solving problems. Even experienced technicians can sometimes
overlook obvious problems or solutions. Troubleshooting is seldom easy, but if you develop or
adopt a basic troubleshooting procedure, you will often be able to determine the specific cause
of a problem, as well as possible solutions to the problem.

Troubleshooting Theory
A logical, methodical approach to troubleshooting usually leads to quicker solutions, so there
are certain general factors that will apply in any troubleshooting situation.

Factor Description
Backups Perform backups before making any changes. If the solution you try does not
work or leads to additional problems, you can restore the backup and try again.
Assessment Assess a problem systematically, and divide large problems into smaller compo-
nents to be analyzed individually. This makes the problem less complex, and
helps you to try one solution at a time.
Simple solutions Verify the obvious, determine whether the problem is something simple, and
make no assumptions. Trying simple solutions first can save significant time. If a
user reports that his monitor does not work and assures you that it is plugged in,
connected, and powered on, check for yourself before beginning an exhaustive
diagnostic routine.
Research Research ideas and establish priorities. If the problem is not solved by a simple
solution, you might need to do some research, which could result in several pos-
sible approaches that need to be tried.
Documentation Sufficient and proper documentation of setups, configurations, and histories can
prove to be invaluable during the troubleshooting process. Document your find-
ings, actions, and the outcomes to help maintain a comprehensive history for
future reference.
Environment Assess the physical environment the equipment is in. Be aware of the location, air
flow, and temperature the equipment is operating in.

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The Troubleshooting Process

The troubleshooting process moves through logical stages from identifying the problem to
solving the problem and verifying user satisfaction.

Stage Description
Stage 1: Identification In Stage 1, you will identify the problem, including questioning the user
and identifying any recent changes to the computer.
Ask the user a series of open-ended questions to help identify the issue
behind the symptoms. For instance, instead of asking if the user can start
the computer, try asking what happens when the user tries to start the
computer. You can also ask the user (and yourself) questions similar to the
following, to help identify the problem:
● Could you do this task before? If not, maybe the system is simply
unable to perform the task without additional hardware or software.
● If you could do the task before, when did you first notice that you
couldn’t do it anymore? If the computer suddenly stops doing what it
has always done seamlessly, that might not be the only change. Try to
discover what happened immediately before the problem arose, since
the source of the problem might be related to other changes.
● What has changed since the last time you were able to do this
task?Users might tell you that nothing has changed, so you should fol-
low up with leading questions such as “Did someone add something to
the computer?” or “Is the procedure you followed this time different in
any way from the way you normally do this?”
● Were error messages displayed? If you can get the exact text of any
error messages displayed, you can try searching the manufacturer’s
website to get an explanation of the message and to see if any problem
reports have been logged related to this message.
● Is the problem always the same, no matter what conditions apply?
Determining if the problem is consistent or intermittent can help you
narrow down possible causes. For instance, if a user can’t open a spe-
cific spreadsheet file stored on the hard drive, ask if he or she can open
a different spreadsheet stored on the hard drive, or even stored on a
network drive, if the computer is connected to a network. If the other
files open without any trouble, it’s fairly safe to assume that the prob-
lem lies with the file and not the application or the hard drive.

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Stage Description
Stage 2: Analysis In Stage 2, you will analyze the problem, including potential causes, and
make an initial determination as to whether the problem is being caused
by software or hardware, or a combination of both.
1. Whenever possible, attempt to re-create the problem so that you can
determine exactly what actions were taken and what results were
received. If you can, watch the user to ensure that he or she is follow-
ing the correct procedures. If the problem occurs in the same place, the
problem will be easier to solve than if it’s an intermittent problem. You
can also try to re-create the problem by trying to perform the task your-
self, at the user’s computer and at a similarly configured computer or
by having another user try the task, at the user’s computer and at a
similarly configured computer.
2. After you reproduce the problem, try to determine what’s causing it.
Use a systematic approach to eliminate possible causes, starting with
the most obvious cause and working back through other potential
causes.
3. Depending on the cause you’ve isolated, determine at least one way to
correct the problem. For instance, if you’ve isolated the cause as a cor-
rupt spreadsheet file, one possible correction would be to restore the file
from a backup. Draw on your own experiences, review support
websites, and confer with your colleagues to come up with possible
corrections, and prioritize them according to their likelihood of success
and ease of implementation.
Stage 3: Testing In Stage 3, you will test related components, including inspection, connec-
tions, hardware and software configurations, Device Manager, and
consulting vendor documentation, to solve the problem or identify a likely
solution.
1. Examine and, if possible, listen to the component that appears to be
causing the problem to determine if the part needs to be reconfigured or
replaced altogether.
2. Check all connections to ensure that they are properly seated.
3. If possible, open Device Manager and review the configuration details
provided. Make sure that you check both hardware and software
configurations—what appears to be a hardware problem can be caused
by a software glitch, and vice versa. And, in some cases, a combination
of hardware and software can be causing the problem you are trying to
solve.
4. Review vendor documentation to determine if the issue is a known
problem with an identified solution. Manuals often contain troubleshoot-
ing sections, and vendor websites usually provide searchable databases
that can provide answers to many questions.
Stage 4: Implementation In Stage 4, you will implement your solution. When you do, you need to
ensure that productivity doesn’t suffer and that downtime is minimized.
For example, you might need to provide a loaner machine to a user whose
PC needs to be rebuilt.

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Stage Description
Stage 5: Evaluation In Stage 5, you will evaluate results, and take additional steps if needed,
such as consultation with colleagues or vendor support and use of alterna-
tive resources and manuals.
Make sure that the solution you’ve implemented actually solved the prob-
lem and didn’t cause any new ones. Use several options and situations to
conduct your tests; for instance, try the task yourself, and then have the
user try the task while you observe the process, or test the computer both
before and after it’s connected to a network, if applicable. Sometimes,
you’ll need to conduct the testing over a period of time to ensure that the
solution you implemented is the right one. Remember to verify that the
user agrees that the problem is solved before you proceed.
Stage 6: Documentation Documenting your activities and their outcomes in Stage 6 is crucial,
because detailed descriptions of computer problems and their solutions can
be a helpful part of the overall documentation plan for your company’s
computers. Not only will this provide you with an ever-growing database
of information specific to the computers you’re responsible for, it also will
be valuable reference material for use in future troubleshooting instances.
Stage 7: Verification In Stage 7, you will verify that the user agrees that the problem is solved.
Don’t underestimate the importance of this stage. You should never con-
sider a problem to be resolved until the customer considers it to be solved.
You’ll probably also need to inform others of the outcome of the situation,
especially in cases where the person reporting the problem is not actually
the person experiencing the problem. When you can, provide a brief expla-
nation of the problem and how you fixed it, but make sure that you don’t
overwhelm the user with information, and never blame the user directly
for the problem. Your explanation should always be geared to the knowl-
edge and interest level of the person you’re addressing. What you tell the
user might differ substantially from what you tell another technician.

Troubleshooting Models
Several troubleshooting models have been developed for servicing computers and computer
networks. Following one of these models can be helpful because it gives you a basis for a sys-
tematic approach to troubleshooting. There is no surefire method that will work 100 percent of
the time, since troubleshooting often requires you to make intuitive guesses based on experi-
ence, but using a model can help you identify causes and solutions in areas where you don’t
have the required type of experience. Ultimately, the troubleshooting process that you follow
will be a mix of these models, plus methods that you find useful. If you get stuck on some-
thing you’ve never encountered before, ask your colleagues if they have seen similar problems.

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Troubleshooting
Model Description
CompTIA Network+ Although this troubleshooting model is designed primarily for net-
Troubleshooting Model work troubleshooting, its basic tenets can be used for
troubleshooting PCs.
1. Identify the exact issue.
2. Re-create the problem.
3. Isolate the cause.
4. Formulate a correction.
5. Implement the correction.
6. Test the solution.
7. Document the problem and the solution.
8. Provide feedback.
Novell Troubleshooting Similar to the CompTIA Network+ troubleshooting model, this
Model model was also designed primarily for network troubleshooting,
although its basic tenets can also be used for troubleshooting PCs.
1. Try some quick fixes.
2. Gather basic information.
3. Develop a plan of attack to isolate the problem.
4. Execute the plan.
5. Verify user satisfaction.
6. Document the problem and the solution.

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Troubleshooting
Model Description
Collect, Isolate, and Cor- Another popular troubleshooting model is the Collect, Isolate, and
rect Troubleshooting Correct method. This model divides troubleshooting into three large
Model stages, with several steps incorporated into each stage. Ultimately, it
achieves the same goal as the other methods, which is to solve
computer-related problems.
1. Collect. In this stage, you gather information, gather user reports,
document the process, and keep track of known problems. The
key to this stage is to gather a sufficient amount of high-quality
information, rather than simply a large amount of information.
The experience you gain from troubleshooting your systems will
help you determine what data you need to maintain. Note that
some of the steps in the Collect stage are done long before
trouble is reported. Being prepared is the best way to solve prob-
lems quickly and easily when they do arise.
2. Isolate. This stage relies on the proper completion of the Collect
stage. The Isolate stage is a balancing act between a methodical
series of steps and a best-guess attempt at solving problems. In
some cases, an intuitive reaction will lead you quickly to the
source of the trouble. In other cases, you’ll need to methodically
proceed with the troubleshooting process to discover the root of
the problem. The Isolate stage is often completed nearly simulta-
neously with the Correct stage.
3. Correct. This stage involves the steps that actually fix the prob-
lem, as well as preventative measures. The prioritized list you
created in the Isolate stage can help you set a plan for solving
the trouble. Follow your plan. Proceed down your list of poten-
tial causes, step by step, from top to bottom. Document your
progress, and don’t skip any steps.

Troubleshooting Template Forms

You might want to create a troubleshooting template form so that you can ensure that the nec-
essary information is included on all trouble reports, and that all reports are consistent, no
matter who completes them. Many organizations have help desk software or similar forms or
tools that allow you to enter this information. Some of the things you might want to include in
a troubleshooting template or help desk form include:
● A general section, listing a description of the trouble call, the date and time the call was
received, the person who reported the problem, and the person who has the problem (if
the report was made by someone else).
● A description of the conditions surrounding the problem, such as the type of computer,
information about any expansion cards or peripherals connected to the computer, the oper-
ating system and version, the name and version of any applications mentioned in the
problem report, and, if the computer is part of a network, the network operating system
and version, as well as whether or not the user was logged on to the network when the
problem occurred.
● The exact issue identified during the troubleshooting process.
● Whether or not the problem could be consistently reproduced.

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● The possible cause or causes identified during the troubleshooting process.

● The correction or corrections formulated during the troubleshooting process.
● The results of implementing each of the corrections that were tried.
● The results of testing each solution.
● Any external resources that were used, such as vendor documentation, addresses for ven-
dor and other support websites, names and phone numbers for support personnel, and
names and phone numbers for third-party service providers.

Troubleshooting Tips
Whenever you are attempting to resolve a problem, you need to keep some general points in
mind. The first is to use your common sense. Some solutions are very obvious if you examine
the equipment. For example, a cable might be loose or disconnected. Be sure to look for these
obvious problems before delving too deeply into troubleshooting mode.
These are the basic troubleshooting steps you will want to take almost every time you face a
device problem:
● Check the physical connections. This might involve making sure the device is plugged in
and connected to the computer, that it is connected to the right port, that an adapter card
is fully seated in the slot, and so forth.
● Check the adapter to which the device is connected. If you are having trouble with a
device, it might not be a fault in the device. It might be a problem with the adapter or the
adapter card to which it is connected. Be sure to troubleshoot the entire interface includ-
ing the card, port, cable, and device.
● Check Device Manager. An exclamation point (!) or X in red or yellow over a device
indicates there is a problem. The Properties sheet of devices has a Device Status box that
indicates whether the device is working properly. This box also contains a Troubleshoot
button which accesses topics in the Help And Support Center.
● Use the Help And Support Center utility to have Windows guide you through the things
you should check when troubleshooting a particular device problem.
Many times when you are troubleshooting a problem, you will find that there is more than one
cause for the problem. In this case, you might need to combine several troubleshooting strate-
gies to resolve the problem. Often you will need to reboot to test whether your attempt to fix
the problem has actually worked. If it did, great! If it didn’t, just keep trying to work your way
through the rest of the list of possible solutions. If none of the solutions work for your prob-
lem, ask a colleague for help. Sometimes that second set of eyes sees the solution that you
don’t.

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ACTIVITY 3-6
Identifying Troubleshooting Best Practices
Scenario:
In this activity, you will identify general diagnostics and troubleshooting best practices that
PC technicians should employ.

1. When you receive notice that a user is having trouble with his computer, which is
the best first step?
a) Determine how many users are having similar troubles.
b) Isolate the cause of the problem.
c) Ask the user leading questions to gather information.
d) Check for simple solutions.

2. When is a problem considered to be solved?

a) When the device is working correctly.
b) When the problem has been documented.
c) When the user is satisfied that the problem is solved.
d) When standards are developed to prevent future occurrences of the problem.

3. When troubleshooting a device problem on a Windows-based computer, what com-

mon troubleshooting tips are helpful to try first?

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TOPIC F
Professionalism and Communication
So far in this lesson, you have identified best practices for working directly with computer
equipment. On almost every service call, you will also need to interact with users who are
experiencing problems. In this topic, you will identify best practices for PC technicians to use
to communicate appropriately with clients and colleagues and conduct business in a profes-
sional manner.
You are a representative of your profession, as well as your company. The way you conduct
yourself professionally directly influences the satisfaction of your customer, which in turn
influences the productivity of your company.

Communication Skills
Using the proper communication skills when dealing with clients and colleagues provides a
professional environment that is conducive to solving the problem at hand.

Communication Skill Description

Verbal communication ● Use tact and discretion in all your communications.
● Use clear, concise, and direct statements. This will help you get to the
crux of the matter more quickly, and it will help the user understand
what you are saying.
● Avoid using jargon, abbreviations, and acronyms. Many users will not
have the same level of technical knowledge as you and your col-
leagues, and using terminology that is beyond their level of knowledge
can confuse or upset them.
● Use timing to set the pace of a conversation. A pause may be more
valuable than an immediate answer, as it allows you time to formulate
your response. If a situation escalates and your customer becomes agi-
tated, you may ask him or her to slow down so that you can get all the
information. When a customer is having difficulty ending a call to the
help desk, you may gently step up the pace to indicate your need to
move on.

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Communication Skill Description

Non-verbal communication ● Be aware of the non-verbal clues you use, whether you are talking or
listening. Body language communicates more than actual words. Stud-
ies show that up to 70 percent of a message is conveyed through
actions. Even when you are talking on the phone, non-verbal
characteristics—such as tone of voice—will add meaning to your mes-
sage and help you interpret your customer’s concerns.
● Use the proper level of eye contact. You and your customer will make,
maintain, and break eye contact as you talk with each other. When
attention is directed to the problem at hand, eye contact may be
minimal. Avoid staring directly at your customer—a form of invading
personal space—or letting your gaze wander, which indicates disinter-
est, or even worse, inappropriate interest.
● Use gestures and facial expressions to reinforce the spoken message.
Broad, friendly gestures indicate being open to the conversation, while
sharp or jabbing gestures usually mean anger. The variety, intensity,
and meaning of facial expressions are almost endless. You and your
customer read each other’s faces to gain insight into the spoken words.
Your expression must match the content of your words; if there is a
mismatch, your customer will believe the message in your face rather
than what you say.
● Use non-verbal encouragement to gather information. Encourage your
customer to continue with “Mm-hmm” and a slight nod of your head.
You convey that you are listening and want to know more.
● Be aware of physical positioning and posture. Respect your customer’s
personal space. Depending on the circumstances, you may be from 1.5
to 4 feet away from your customer. If the customer backs up, you’re
too close. You may be working in close quarters; ask permission
before you move into your customer’s personal space—for example,
sitting in the office chair. Messages are conveyed by body position.
Slouching indicates “I’m bored with this conversation.” Holding one’s
arms across the chest says “I’m closed to what you are saying.” Watch
your body’s signals, as well as those of your customer.
● Be aware of the effect of tone of voice. The tone of voice indicates
many internal moods: excitement, boredom, sarcasm, fear, or
uncertainty. A rise in your voice at the end of a sentence makes it
sound like a question, implying lack of assurance instead of
competence. Listen to your customer’s tone. Volume—loudness or
softness—colors the spoken message. If your customer’s agitation
escalates, try lowering your volume to re-establish a sense of calm.
● Use the appropriate level of physical contact. A firm handshake is
appreciated and may be expected in some business dealings. Other
forms of touching are generally unnecessary, inappropriate, and risky.

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Communication Skill Description

Listening skills ● Listen to the user. If you do not, you run the risk of missing some
important information that can help you solve the problem.
● Allow the user to complete statements—avoid interrupting. This will
convey the message that you respect the user and want to hear what he
or she is saying.
● Employ passive listening techniques. Your message is: “I’m listening.
Tell me more.” You are alert, attentive, and accepting, but do not par-
ticipate actively in the conversation. Your silence may help your
customer to collect his or her thoughts, especially if he or she is upset
or angry. Listen for factual data and be alert for feelings and attitudes,
which are conveyed non-verbally. It may be difficult to keep from
jumping in with a question or a “Yes, but...”. Resist the temptation by
writing down your thoughts to refer to later.
● Employ active listening techniques. When your customer is describing
the problem, listen actively to elicit as much information as you can.
Clarify user statements by asking pertinent questions.

Active Listening
Active listening techniques can enhance your communications skills. These techniques may
feel awkward at first, so you might want to try them out in a situation outside your job. With
practice, you will use active listening skills more easily and creatively.

Action Description
Questioning Ask questions to gain information, clarify what you have heard, and
direct the conversation. Open-ended questions can elicit a lot of
information. Close-ended questions limit the amount of information
by giving a choice of answers. Yes/no questions further limit infor-
mation exchange and can be used when you need to get to the
point. Examples of each of these question styles are:
● Open-ended: “What happened after you pressed
Ctrl+Alt+Delete?”
● Close-ended: “What kind of a printer do you have, laser or
inkjet?”
● Yes/no: “Are you on a network?”

What if the answer to your open-ended question is “I don’t know”

or “I’m not sure”? Go down the list—using close-ended and then
yes-no—until you reach the customer’s level of expertise.
Examples of less helpful question styles:
● Confusing multiple questions: “What did you do next? Did you
try...? What happened?”
● Accusations: “What did you do that for?”

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Action Description
Empathizing Let your customer know that you perceive and support what he or
she is feeling. Try to be specific in naming the emotion and link it
to the customer, using “you,” not “I.” Examples of helpful
empathetic responses include:
● “This delay is frustrating for you.”

● “You’re afraid you’ll lose business while your computer is

down.”
● “You must be worried about the cost.”

Examples of less helpful empathetic responses include:

● “I know how you’re feeling.”

● “I can identify...”

Paraphrasing Restate what the customer says in your own words to make sure
that you interpreted correctly, to bring order to the customer’s
thoughts, and to relay that their message is important. Use state-
ments, not questions, and don’t add or change anything. Examples
of starters for paraphrasing include:
● “You’re saying that...”

● “It sounds like...”

● “I’m hearing you say...”

Summarizing Outline the main points of your conversation to summarize what has
been said. You can begin by summarizing your understanding of the
problem and then checking for clarification. During the conversa-
tion, you can re-establish the focus by listing the important facts.
Bring closure by summing up the work performed. If a follow-up
plan is needed, restate the responsibilities and timeline. Helpful
starters for summarizing include:
● “Let’s see what we have so far.”

● “Why don’t we back up a minute and go through that again?”

● “Let’s go over our plan.”

Here are some examples of statements and their associated active listening skills.

When You Say Skill Demonstrated

“Is your computer back up and running?” Yes/no question
“Did the power go off before you saved, during the save, or Close-ended question
after you saved your data?”
“You must really be nervous right now.” Empathy
“You’re saying that the computer was in the process of Paraphrase
writing to the disk when the power went off. Is that accu-
rate?”
“What happens when you try to open the presentation?” Open-ended question
“Before I come over, let’s make sure of our game plan. You Summarization
won’t do anything more on the computer, and I’ll bring
some recovery software that may rescue your presentation.”

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Professional Conduct
Acting in a professional manner when dealing with colleagues and clients provides a work
environment where problems can be solved efficiently.

Facet Description
Appearance Exhibit a professional appearance. Your work environment may be in a
repair shop, at a help desk, or on-site at the customer’s business. What-
ever the situation, you will want to present a neat, clean, business-like
appearance. On-site work may take you into many settings, from muffler
repair shops to executive offices. You may be asked to remove your shoes
or put on a hard hat. Be aware of the corporate culture and respond
accordingly.
Respect Be respectful of the customer and the environment in which you are
working.
● Maintain a positive attitude when talking with users. Arguing or get-
ting defensive with users will make it harder for you to solve the
problem to the users’s satisfaction.
● Never minimize the customer’s problem. What seems simple to you
could be a mission-critical problem to the user.
● Never insult a customer or call the customer names. No matter how
frustrating a service call might become, rudeness is never the answer.
● When dealing with customers, avoid distractions and interruptions.
Repeatedly answering a cell phone or pager while you are supposed to
be working on a problem sends the message that the user’s problem is
unimportant to you.
● Be sure to keep your work area at the customer site neat. Don’t pile
materials on your customer’s books and files. Clean up after yourself;
a customer who doesn’t know a multimeter from a memory module
may chase after you with the anti-static bag you left behind. When
on-site, ask where to dispose of materials; find out where the recycling
bin is for printer test-run paper.
● Be respectful of the property at the customer site. Always ask permis-
sion before entering an office or workspace, using the telephone, sitting
down at a computer, or adjusting the workspace.
Accountability Be accountable. Do not misrepresent your credentials, competence, or
training. Take responsibility for your actions, and admit your mistakes. In
questions of conflict of interest between your company and the customer,
refer to your supervisor or follow your company’s procedure. Be aware of
your company’s policy for accepting gifts or samples, and socializing
with customers.

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Facet Description
Confidentiality Be circumspect. Many fields—including medicine, social work, and spe-
cial education—are regulated by state laws concerning the confidentiality
of their consumers. All companies have personal information about their
employees. Many corporations have sensitive information about the
development of their products or services. Treat any information you
learn about your customer’s business as confidential. Know your compa-
ny’s policies concerning confidential information and follow them.
Ethics Practice ethical conduct. You have an obligation to take responsibility for
ethical conduct within your delivery of service. The issues involved are
complex and ever-changing in the computer industry. An unethical prac-
tice may become so routine that it is falsely assumed to be acceptable
behavior. Learn your company’s policies and adhere to them.
Honesty Be forthright with your customers about what is occurring and the actions
you will take. Clients have a right to understand the process you are fol-
lowing and how it will affect them.
Discourage software pirating. Software copyright infringement, or pirat-
ing, relates to the legal issues surrounding the distribution and use of
software. The Federal Copyright Act of 1976 protects the rights of the
holder of a copyright. Typically, a backup copy of software is allowed
and a site license allows for multiple use at one facility. You are respon-
sible for upholding the law by complying with the license agreements that
both your company and your customer hold. Learn your company’s poli-
cies and adhere to them. Pirating carries penalties and risks, including
fines, imprisonment, corrupted files, virus-infected disks, lack of technical
support, and lack of upgrades.
Prioritizing Set priorities. You will often need to set priorities and make judgment
calls. You will recommend whether your customer should repair or
replace equipment. You will rank the urgency of your customers’ needs.
Base your decisions on common courtesy, fundamental fairness, and
keeping promises. Be familiar with your company’s policies and follow
them.

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ACTIVITY 3-7
Identifying Communication and Professionalism Best
Practices
Scenario:
In this activity, you will identify communication and professionalism best practices.

1. Match each communication skill or behavior with the appropriate example.

Verbal communication a. Allow the user to complete statements
without interruption.
Non-verbal communication b. Project professionalism by being neat
and clean.
Listening skills c. Do not use information gained during
a service call for your personal
benefit.
Respect d. Keep sensitive client information to
yourself.
Ethical behavior e. Ask permission before sitting down in
a user’s chair or touching a user’s
computer.
Confidentiality f. Use clear, concise, and direct
statements.
Appearance g. Maintain the proper amount of eye
contact.

2. Using clarifying questions to gather more information from a user is an example of

what type of technique?
a) Passive listening
b) Non-verbal communication
c) Active listening

3. Which are examples of displaying respect during a service call?

a) Asking permission before changing display settings.
b) Asking “What happened just before you noticed the problem?”
c) Sitting in a user’s chair without permission.
d) Turning off your pager or cell phone.

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Lesson 3 Follow-up
In this lesson, you identified best practices that are followed by professional PC technicians.
With the proper toolset, awareness of safety and environmental issues, general preventative
maintenance techniques, and basic diagnostic and troubleshooting processes, you are prepared
to do your job in a safe, effective, and professional manner.
1. Which of the best practices discussed in this lesson apply in your workplace?

2. Of the best practices that are not applicable to your work environment, which would
you consider adopting?

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 Installing and
4 Configuring Peripheral
Components
Lesson Time: 2 hour(s), 30 minutes

Lesson Objectives:
In this lesson, you will install and configure computer components.
You will:
● Install and configure display devices.
● Install and configure input devices.
● Install and configure adapter cards.
● Install multimedia devices.
CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

Introduction
In the last lesson, you identified general best practices for personal computer technicians. Now
that you have a solid base of background information, it’s time to start working on some hard-
ware components. In this lesson, you will install and configure peripheral computer
components.
Much of the work that you will perform as a personal computer technician will involve install-
ing and configuring various hardware and software components. Installing and configuring
peripheral components is one of the more common tasks an A+ Technician has. If you config-
ure the peripherals correctly, users will be able to complete their daily tasks more efficiently.
This lesson covers all or part of the following CompTIA A+ (2006) certification objectives:
● Topic A:
■ Exam 220–601 (Essentials): Objective 1.1, Objective 1.2, Objective 2.1, Objective
2.3
■ Exam 220–602 (IT Technician): Objective 1.1, Objective 2.1, Objective 2.3
■ Exam 220–603 (Remote Technician): Objective 1.1
■ Exam 220–604 (Depot Technician): Objective 1.1, Objective 2.1, Objective 2.3
● Topic B:
■ Exam 220–601 (Essentials): Objective 1.1, Objective 1.2, Objective 2.1
■ Exam 220–602 (IT Technician): Objective 1.1
■ Exam 220–603 (Remote Technician): Objective 1.1
■ Exam 220–604 (Depot Technician): Objective 1.1
● Topic C:
■ Exam 220–601 (Essentials): Objective 1.1, Objective 2.1, Objective 5.2
■ Exam 220–602 (IT Technician): Objective 1.1
■ Exam 220–603 (Remote Technician): Objective 1.1
■ Exam 220–604 (Depot Technician): Objective 1.1
● Topic D:
■ Exam 220–601 (Essentials): Objective 1.1, Objective 1.2
■ Exam 220–603 (Remote Technician): Objective 1.1
■ Exam 220–604 (Depot Technician): Objective 1.1

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TOPIC A
Install and Configure Display Devices
In this lesson, you will install and configure peripheral components. Generally, one of the sim-
plest peripherals to install is the display device. In this topic, you will install and configure
display devices.
The display device is a user’s window into the computer system. Without the display device,
you can’t see the computer interface to issue commands, and you can’t see the results of your
work. Correctly installing and configuring the display system enables you to meet these basic
user needs. The information in this topic will enable you to install a range of different display
devices correctly.

Display Device Types

Common display devices that you might be asked to install include CRT monitors, LCD moni-
tors, and projection systems, which are described in the following table.

Display Device Description

CRT monitor Cathode Ray Tube (CRT) monitors are the traditional type of computer
display. Starting with IBM’s Video Graphics Array (VGA) standard, CRTs
used analog color, which uses three consecutive signals—one each for red,
green, and blue. Super VGA (SVGA) is the later standard. Cathode ray
tube (CRT) monitors can have curved or flat screens. However, they
should not be confused with flat-panel monitors.
LCD monitor Liquid Crystal Display (LCD) flat-panel displays are a compact, light-
weight alternative to traditional CRT monitors and are the most common
monitors sold today. LCDs now come in large-screen sizes of 17 inches
and more, with high screen resolution and high color capacity. Older
LCDs have two disadvantages: they are not as bright as CRT monitors,
and the user must sit directly in front of the LCD screen to see the display
properly. LCDs consume much less energy than CRTs and do not emit
electromagnetic radiations as CRTs do.
Projection system Video projectors are often used to display the contents of a monitor onto a
white board or other surface so that an audience can see the output from a
computer screen.

Monochrome, Color, and Enhanced Graphics

The original personal computers were designed to use television as video displays, but televi-
sions at that time were limited to about 40 characters per line. The first personal computer
monitors could display up to 80 characters per line and 25 lines of text in bright green or
white on a black background. The computer’s graphic card only displayed black and white. It
was the monitor that used either green or amber phosphor to change the color for the end user.

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As demand for color graphics increased, the monochrome standard of the Monochrome Dis-
play Adapter (MDA) was replaced by the Color Graphics Adapter (CGA), which could show
from two to 16 colors at resolutions from 160 x 200 to 640 x 200 pixels (picture elements or
unique dots on the screen). The Enhanced Graphics Adapter (EGA) could show up to 640 x
350 pixels. Monitors of this vintage used digital video signals—TTL for transistor-to-transistor
logic—and are completely incompatible with today’s computers.

Other Display Devices

Virtual reality games and special-purpose imaging needs led to the development of glasses that
substitute for a monitor. Touchscreen monitors enable input by touching images on the screen.
This technology is used in bank ATM machines, some point-of-sale terminals at fast food res-
taurants, and other situations where a separate keyboard for input is not appropriate. Video
display systems can be used to display one image to several monitors (often used in training
situations) or display an image covering a huge screen (often used at trade shows).

Display Settings
You can configure a number of display characteristics for each video output device, either
through a dialog box in Windows or through controls on the physical monitor.

Display Setting Description

Resolution The maximum number of pixels on a monitor. A pixel is the smallest dis-
crete element on a video display. A single pixel is composed of a red, a
blue, and a green dot. The resolution value is given as horizontal pixels by
vertical pixels, usually in the ratio 4:3. Common resolutions are 640 x 480,
800 x 600, 1024 x 768, and 1600 x 1200. The higher the resolution, the
more objects or information you can fit on the screen at once.
Refresh rate The number of times per second that the entire monitor is scanned to illu-
minate the pixels. Each scan is referred to as a frame. The rate is
expressed in Hertz (Hz). Typical refresh rates are 60-70 Hz or 60-70 times
per second. Any setting lower than 60 Hz usually produces noticeable
flickering.
Color depth (quality) The number of bits used to store the color of a pixel: the more bits per
pixel, the more colors can be displayed. The following are the color depths
you will likely encounter:
● 4-bit color depth requires 0.5 bytes per pixel and can display 16 colors.
This is standard VGA mode. At 640 x 480 resolution, this requires 0.5
MB of memory.
● 8-bit color depth requires 1 byte per pixel and can display 256 colors.
This is 256-color mode. At 800 x 600 resolution, this requires 2 MB of
memory.
● 16-bit color depth requires 2 bytes per pixel and can display 65,536
colors. This is High Color mode. At 1024 x 768 resolution, this requires
4 MB of memory.
● 24-bit color depth requires 3 bytes per pixel and can display 16,777,216
colors. This is True Color mode. At 1600 x 1200 resolution, this
requires 8 MB of memory.
● 32-bit color depth is actually 24-bit color with 8 extra bits that can be
left empty or used for an alpha channel to create composite images.

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Display Setting Description

Font A size and style of typeface. Computers use fonts to display text on the
screen. To use a different set of screen fonts, you will have to install the
fonts and restart the system. Configurable in Windows XP.
Brightness The amount of white in a display image. If the brightness is set too high,
you might get an “aura” effect displayed on the screen. If it is set too low,
you might not see anything on the screen.
Contrast The difference in intensity between adjacent colors in an image. If the con-
trast is not set correctly for the monitor and the lighting conditions in the
room (for example, a really bright or really dark room), you might not be
able to see anything on the screen, or you might get strange results.
Image position The location or size of the display in relation to the physical monitor.
Sometimes the image is not centered on the monitor. Other times the
image doesn’t fill the screen, leaving a black band around the edge. Or,
part of the image can scroll off the screen. There are usually separate but-
tons or menu options to adjust each of these issues.
Distortions Curves or waves in the video image. These are typically caused by Moire
patterns, electromagnetic interference, or a defect with hardware, such as
the video card. If lines don’t appear straight on the monitor, you might
need to adjust settings. Electromagnetic issues, however, are resolved by
eliminating the source of interference. Refer to the monitor documentation
for how to resolve such issues. Configure on the display device itself.
V-hold The maintenance of vertical hold. Adjusting the V-hold will stop a moni-
tor’s display from rolling up or down off the screen. This option is not
always available. Depending on the device, there may be a knob on the
back to adjust the vertical hold on the display.
Degaussing This option is available on CRT monitors and is used to demagnify the
monitor.

Power Management
Power management settings can affect the performance of monitors and other peripherals. You
configure power management in CMOS by specifying when power conservation settings take
effect. You then specify which components are automatically powered down and under what
conditions.
With the power management enabled in CMOS, you can then use Windows XP Power
Schemes to reduce power consumption of specific devices or the computer as a whole. Win-
dows XP comes with several preconfigured power options you can choose from, or you can
create your own settings. These features must be supported by the hardware in order for Win-
dows XP to implement them. After a specific interval, you can:
● Turn off components such as the monitor or hard drive.
● Go into Standby Mode. This puts devices in a low power state and turns off some
devices.
● Go into Hibernate Mode. This saves the contents of RAM to disk, and then turns off the
monitor, drives, and, finally, the computer itself.

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LCD Characteristics
LCD devices have some unique characteristics.

LCD Characteristic Description

Components LCDs consume much less energy than CRTs and do not emit electromag-
netic radiation. An LCD display consists of a number of pixels placed in
an array in front of a light source. Each pixel is made up of a layer of
liquid crystal molecules suspended between two transparent electrodes
and two polarizing filters; the polarizing filters are placed such that one’s
polarity is perpendicular to the other. The electrodes and polarizing filters
enable the monitor to “twist” the liquid crystals within each pixel, and
thus control how much light passes through the pixels. An inverter is
used to convert DC power to AC power for the LCD display. When an
inverter fails, depending on the laptop model, it may be necessary to sim-
ply replace the LCD display rather than replace the inverter. In addition,
replacing the inverter requires you to get an exact match, both electrically
and mechanically (connectors, size/shape, and mounting).
Screen type There are several types of LCD devices, but only two types are in wide-
spread use.
● Active Matrix is also known as Thin-Film Transistor or TFT. It uses
one transistor for each pixel. It requires more power than a passive
matrix monitor, but provides a better quality image with a wider view-
ing angle and faster screen updates.
● Passive Matrix uses two groups of transistors combined with a wire
matrix to produce images. Screen updates are slow as they are drawn
line by line, and there can be issues with contrast and refresh speeds.

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LCD Characteristic Description

Resolution Unlike CRT devices, LCD devices have a single, fixed resolution. This is
called the native resolution. As an LCD display consists of a fixed raster,
it cannot change resolution to match the signal being displayed as a CRT
monitor can, meaning that optimal display quality can be reached only
when the signal input matches the native resolution. Different video stan-
dards and specifications offer different resolutions.
● Extended Graphics Array (XGA) is a high-resolution graphics standard
introduced by IBM in 1990. XGA was designed to replace the older
8514/A video standard. It provides the same resolutions (640 x 480,
800 x 600, or 1024 x 768 pixels), but supports more simultaneous col-
ors (65,536 as opposed to 256). In addition, XGA allows monitors to
be non-interlaced.
● Super Extended Graphics Array (SXGA) provides a standard monitor
resolution of 1280 x 1024 pixels. This resolution is an enhancement of
the standard XGA resolution. This resolution is not the standard 4:3
aspect ratio but 5:4. A standard 4:3 monitor using this resolution will
have rectangular rather than square pixels, distorting the picture and
causing circles to appear elliptical. SXGA is the most common resolu-
tion on 17-inch, 18-inch, and 19-inch desktop LCD monitors. The
majority of these monitors have a physical 5:4 aspect ratio, avoiding
any distortion.
● Super Extended Graphics Array (SXGA+) is a variation of the SXGA
display specification that is capable of displaying 1400 x 1050
resolution. SXGA+ display is commonly used on 14-inch or 15-inch
laptop LCD screens. SXGA+ displays usually cost more due to their
higher resolution. SXGA+ is also the maximum resolution native to
many high-end video projectors.
● Widescreen SXGA (WSXGA+) provides a resolution of 1680 x 1050
pixels. This is the native resolution of nearly all 20-inch and 21-inch
wide-aspect LCD monitors and is available in laptop displays that are
15.4 inches or larger.
● Ultra Extended Graphics Array (UXGA) is a display specification that
is capable of displaying 1600 x 1200 resolution, or four times the
default resolution of SVGA.
● Widescreen UXGA (WUXGA) provides a resolution of 1920 x 1200
pixels with a 16:10 screen aspect ratio. It is a wide version of UXGA
and is appropriate for viewing North American HDTV content
(ATSC).
Contrast ratio The contrast ratio is a metric of a display system, defined as the ratio of
the luminosity of the brightest and the darkest color the system is capable
of producing. High contrast ratio is a desired aspect of any display.
Backlighting/frontlighting A backlight is the typical form of illumination used in a full-sized LCD
display. Backlights differ from frontlights because they illuminate the
LCD from the side or back, where frontlights are in front of the LCD.
Frontlights are used in small displays such as on MP3 players to increase
readability in low light conditions, and in computer and television dis-
plays to produce light in a manner similar to a CRT display.

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LCD Characteristic Description

Pixelation Pixelation is the display of a digitized image where the individual pixels
are apparent to a viewer. This can happen unintentionally when a low-
resolution image designed for an ordinary computer display is projected
on a large screen and each pixel becomes separately viewable.

Aspect Ratio
The aspect ratio is the ratio of width to height of a display. Most software expects a 4:3 ratio,
and the display will appear to be distorted if other ratios are used. The aspect ratio is found by
determining the proportion of the number of pixels across the screen to the number of pixels
down the screen. For example, a resolution of 640 x 480 has a 4:3 aspect ratio.

Resolution/Number of Pixels Aspect Ratio

320 x 200/64,000 8:5
640 x 480/307,200 4:3
800 x 600/480,000 4:3
1,024 x 768/786,432 4:3
1,280 x 1,024/1,310,720 5:4
1600 x 1200/1,920,000 4:3

Interlacing
If you have an interlaced display adapter, every other line is scanned during each pass until the
entire screen has been covered. This method improves resolution, but produces a noticeable
flicker as the phosphors lose luminescence before they are hit again.

Connector Types
Display devices can use several different types of connectors.

Connector Type Description

The DB 15 high-density Video Graphics Array
connector is the most common connector for LCD
monitors. Pins 4, 11, 12, and 15 receive informa-
tion from the monitor, while pins 1, 2, 3, 13, and
14 send information to the monitor.

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Connector Type Description

Digital Video Interface cables keep data in digital
form from the computer to the monitor. There is
no need to convert data from digital information to
analog information. LCD monitors work in a digi-
tal mode and support the DVI format.
● DVI-digital (DVI-D) is a digital-only format. It
requires a video adapter with a DVI-D connec-
tion and a monitor with a DVI-D input. The
connector contains 24 pins/receptacles in 3 rows
of 8 above or below a flat blade, plus a ground-
ing slot for dual-link support. For single-link
support, the connector contains 18
pins/receptacles.
● DVI-integrated (DVI-I) supports both digital
and analog transmissions. This gives you the
option to connect a monitor that accepts digital
input or analog input. In addition to the pins/
receptacles found on the DVI-D connector for
digital support, a DVI-I connector has 4 addi-
tional pins/receptacles to carry an analog signal.
High-Definition Multimedia Interface is the first
industry-supported uncompressed, all-digital audio/
video interface. HDMI uses a single cable to
provides an interface between any audio/video
source, such as a set-top box, DVD player, or A/V
receiver and an audio and/or video monitor, such
as a digital television (DTV).

Separate Video is an analog video signal that car-

ries the video data as two separate signals
(brightness and color). S-Video works in 480i or
576i resolution.

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Connector Type Description

Component video is a type of analog video infor-
mation that is transmitted or stored as two or more
separate signals. Analog video signals (also called
components) must provide information about the
amount of red, green, and blue to create an image.
The simplest type, RGB, consists of three discrete
red, green, and blue signals sent down three
coaxial cables.

Composite video is the format of an analog (pic-

ture only) signal before it is combined with a
sound signal and modulated onto an RF carrier.

Device Drivers
Definition:
A device driver is a type of software that enables the operating system and a peripheral device
to communicate with each other. Also referred to as a driver or driver software, a device driver
takes generalized commands from the system software or an application and translates them
into unique programming commands that the device can understand. It also provides the code
that allows the device to function with the operating system, and it is generally installed as
part of the installation process for a new piece of hardware. Device drivers can be generic for
a class of device or specific to a particular device.

Example:

Figure 4-1: Device drivers.

Where to Get Device Drivers

Device drivers can be:

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● Included with the Windows XP operating system. New operating systems include thou-
sands of drivers that let them work with all current, popular devices. Peripherals that are
designed after the operating system comes out must supply their own drivers.
● Supplied with the device on a CD-ROM or floppy disk when you purchase the hardware.
● Downloaded from the Internet from the hardware manufacturer’s website.

Display Device Selection Tips

There are a number of display devices from which you can choose, depending on your (or the
user’s) needs. CRT monitors offer more features and potentially better resolution, which might
make them a better choice for users who work in high-end graphics applications such as
Photoshop. In addition, CRT monitors are also less expensive than flat-panel monitors. On the
other hand, flat-panel monitors take up less space and many users prefer them.

Display Device Installation Considerations

When you’re ready to install a display device, keep the following considerations in mind.

Display Device Com-

ponent Description
Drivers Before you attempt to install any display device, make sure that you
have the correct device drivers for the operating system installed on the
computer. If necessary, download the most current drivers from the
manufacturer’s website. If you’re also installing a video adapter, you
will need its drivers as well.
Digital Video Interface Be sure to select the proper DVI cable and connector.
● DVI-analog (DVI-A) can be used to convert the digital signal from
the video card to analog signals an analog monitor can display.
DVI-A is analog only and uses one row of 5 pins, one row of 3 pins,
and one row of 4 pins, along with 2 contacts above and below a flat
blade.
● Typically, monitors that support the DVI-D interface do not include
the cable. If you purchase a monitor that uses this interface, be sure
to determine whether you need to also purchase the DVI-D cable.
● Remember that DVI-I can be used to transmit digital signals from the
video card to a digital monitor, or analog signals from a video card to
an analog monitor, but it cannot convert digital signals to analog or
vice versa.
DVI-D and DVI-I cables can be single or dual-link. Dual-link cables
double the transmission power of a single-link cable, thus increasing the
transmission speed and signal quality.

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Display Device Com-

ponent Description
Video Adapter Video adapters have different features that increase the performance of
displaying graphics. Types of video adapters you might encounter now
include VESA Local-Bus (VL-Bus), Accelerated Graphics Port (AGP),
and PCI Express (PCIe). Keep in mind that if you plan to use a DVI-D
connector to connect a monitor to a computer, the video adapter must
have a DVI-D port. If you have an analog monitor (VGA connector) and
a video card with DVI-D output, you can purchase an inexpensive DVI
adapater to make a connection. In some cases, when you have digital
monitor and analog output on the video card, you will need to use a
conversion box. A simple adapter will not work in this case because the
digital display will not be able to interpret the analog signals from the
card.

How to Install and Configure Display Devices

Procedure Reference: Install a Monitor
To install a monitor:
1. Turn off the computer, and unplug the monitor from the computer and the power source.
2. Locate the monitor port on the computer. It will likely be a 15-pin VGA adapter or a
29-pin DVI adapter.
3. Align the pins on the monitor cable with the holes in the adapter port, and plug in the
monitor.
4. Secure the monitor to the port by tightening the screws on each side of the port.
5. Plug in the monitor power cord.
6. Turn on the computer.
7. Turn on the monitor.
8. Verify that the monitor works.
● Check that the power light is on, that it is green, and that it is not blinking.
● Make sure the colors display correctly (they are not washed out or the wrong colors).
● Make sure there are no lines or distortion in the image displayed on the monitor, and
no waviness in the display.

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Procedure Reference: Adjust Video Output Settings

To adjust video output settings:
1. Use the control buttons located on the physical monitor to adjust the display size and
location. Through these buttons you can change the:
● Vertical display position.
● Horizontal display position.
● Display height.
● Display width.
2. Use the control buttons located on the physical monitor to adjust brightness and contrast.
3. Use the Windows Display Properties Control Panel to adjust the screen resolution.
a. Right-click the desktop and choose Properties to display the Display Properties Con-
trol Panel.
b. Click Settings.
c. Drag the Screen Resolution slider to the desired setting. If your video card and moni-
tor support only one resolution, you won’t be able to change it. If the video card
supports only two resolutions, instead of dragging the indicator, click above the
desired resolution to change it.
d. Click Apply.
e. Click OK.
f. If prompted to retain the settings, click Yes. If you don’t click within the allotted
time, the setting reverts to the previous setting.
4. Use the Windows Display Properties Control Panel to adjust the font size.
● To select a standard font size:
a. Right-click the desktop and choose Properties.
b. In the Display Properties Control Panel, click the Appearance tab.
c. Display the Font Size drop-down list.
d. Select the desired font size. Choices include Normal, Large, and Extra Large.
e. Click OK.
● To select a custom font size by adjusting the dpi setting for the monitor:
a. Right-click the desktop and choose Properties.
b. In the Display Properties Control Panel, click the Settings tab.
c. Click Advanced.
d. From the DPI Setting drop-down list, select a size: Normal (96 DPI), Large
(120 DPI), or Custom Setting.
e. If you selected Custom Setting, either select a percentage of normal font size
from the drop-down list or drag the ruler to the desired scale. Click OK, and
then click OK again to acknowledge that you will need to install the fonts and
restart.
f. Click OK.
g. If prompted to use existing files, click Yes.
h. Click Close, and then click Yes to restart the computer.

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ACTIVITY 4-1
Installing Display Devices
Setup:
You have a working computer with either a 15-pin VGA-style monitor port and a computer
equipped with a digital video interface, or you have a digital flat-panel LCD monitor that
uses the 29-pin DVI connector. The computer is turned off and the monitor is unplugged.

Scenario:
The marketing department of your company is moving to new offices, and you’ve been
assigned the task of setting up the computers in their new offices. The computers and stan-
dard VGA CRT monitors or LCD monitors with 29-pin DVI connector have been delivered to
each office. Employees want to begin using their computers as soon as possible.

There is a simulated version of this activity available on the CD-ROM that shipped with this
course. You can run this simulation on any Windows computer to review the activity after
class, or as an alternative to performing the activity as a group in class. The activity simula-
tion can be launched either directly from the CD-ROM by clicking the Interactives link and
navigating to the appropriate one, or from the installed data file location by opening the C:\
085820Data\Simulations\Lesson#\Activity# folder and double-clicking the executable (.exe)
file.

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What You Do How You Do It

1. Install the monitor. a. Verify that the power is off at the

computer.

b. Locate the monitor cable and examine

the connector.

c. If you have a standard VGA CRT monitor,

locate the VGA adapter port on the
computer. If you have an LCD monitor
with 29-pin DVI connector, locate the DVI
port on the computer.

d. Insert the monitor connector into the

appropriate port, being sure to align
the pins carefully.

It’s easy to bend the pins, so align

them carefully. Bent pins can result in
poor video display or no video display
at all.

e. Tighten the screws.

f. Plug in the monitor.

2. Verify that the monitor is a. Turn on the computer power.

functional.
b. Turn on the monitor power.

c. After the system has started to boot,

verify that the power light on the moni-
tor is green and is not flashing.

d. Watch the monitor and verify that the

display is clear.

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ACTIVITY 4-2
Configuring Display Devices
Setup:
Your instructor has altered the display settings for your monitor. The computer is running,
and the Welcome screen is displayed.

Scenario:
A monitor was recently moved from the old location to the new location. The employee
reports that the display does not appear in the center of the monitor. The images are too dark,
making it difficult to see, and he can’t see as much on the screen as he would like. The icons
on the screen are too small and the font is too big. The employee needs you to resolve these
issues so that he can get back to work.

There is a simulated version of this activity available on the CD-ROM that shipped with this
course. You can run this simulation on any Windows computer to review the activity after
class, or as an alternative to performing the activity as a group in class. The activity simula-
tion can be launched either directly from the CD-ROM by clicking the Interactives link and
navigating to the appropriate one, or from the installed data file location by opening the C:\
085820Data\Simulations\Lesson#\Activity# folder and double-clicking the executable (.exe)
file.

What You Do How You Do It

1. Adjust the monitor display. a. Log on as Admin##.

b. Referring to documentation as necessary,

locate the control to adjust the bright-
ness of the display image.

c. Adjust the brightness so that the moni-

tor is comfortable to view.

d. Adjust the contrast so that you can

view all screen elements easily.

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2. Adjust the horizontal and vertical a. Referring to documentation as necessary,

position of the image. locate the controls to adjust the size
and centering of the display image.

b. Adjust the vertical display position so

that the display is centered top-to-
bottom on the screen.

c. Adjust the horizontal display position

so that the display is centered side-to-
side on the screen.

d. Adjust the height and width of the

image so that there is either no border
or the smallest border allowed.

3. Change the resolution. a. To open the Display Properties Control

Panel, right-click the Desktop, and
choose Properties.

b. Click the Settings tab.

c. In the Screen Resolution box, drag the

slider to the left or click to select a
screen area that is less than the one
currently set.

d. Click Apply.

e. If prompted, click OK to acknowledge

the informational message.

f. In the Monitor Settings prompt box, click

Yes.

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4. Reduce the font size. a. Click the Appearance tab.

b. Display the Font Size drop-down list.

c. Select Normal.

d. Click OK.

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TOPIC B
Install and Configure Input Devices
In the last topic, you installed and configured display devices so that users could see computer
output. Users also need to be able to issue commands to the computer software by using input
devices. In this topic, you will install and configure input devices.
Computers need user input before they can do anything useful. In the early days of computing,
user input involved physically rewiring the computers. Later computers could accept input on
cards and paper tape. Keyboards and pointing devices are now the standard input devices for
personal computers, but there are others available that streamline the process of providing
input to the computer. As an A+ technician, part of your responsibilities will include installing
and configuring input devices so that users can perform their assignments in the most efficient
manner possible.

Standard Input Device Types

Common input devices include mice and keyboards, but these two components come in a vari-
ety of implementations.

Input Device Description

Standard keyboards are rectangular in
shape, and have 84 or 101 keys.
● The original PC keyboard, the XT,
has 84 keys. A numeric pad is inte-
grated to the right of the
alphabetical keys. Function keys
are along the left side of the
keyboard.
● The AT keyboard also has 84 keys
and is very similar to the original
PC keyboard. However, on the AT
keyboard, the numeric pad is sepa-
rate from the alphabetical keys.
● The AT Enhanced keyboard has
101 keys. The function keys are
integrated across the top. Arrow
keys have been added, as well as a
set of six keys—Insert, Delete,
Home, End, Page Up, and Page
Down. There are also additional
command keys such as Esc and
Ctrl.

Standard keyboards

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Input Device Description

Natural or ergonomic keyboards usu-
ally split the keyboard in half so each
hand can comfortably use its own set
of keys. Built-in wrist rests are com-
mon, and some ergonomic keyboards
also have an integrating pointing
device such as a track ball or
touchpad.

Dvorak keyboards rearrange the keys

into a more natural arrangement that
makes faster typing possible.

A mouse is a small object that con-

tains a ball on the underside that is
run across a flat surface and at least
one, but typically two or three, but-
tons that send electronic signals to the
GUI. Its name is derived from its
appearance—a small rounded rect-
angle shape with a single cord
attached at one end. Mice can be:
● Mechanical—Mechanical sensors
detect the direction the ball is roll-
ing and move the screen pointer
accordingly.
● Opticalmechanical—Optical sen-
sors detect motion of the ball and
move the screen pointer
accordingly.
● Optical—A laser detects the
mouse’s movement as you move it
along a special mat with a grid.
The special mat provides the opti-
cal mechanism with a frame of
reference. Optical mice have no
mechanical moving parts, but they
respond more quickly and precisely
than other types of mice.

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Input Device Description

A trackball is basically an upside
down mouse. The ball is mounted on
the top of the case instead of the bot-
tom and signals are sent to the
computer by moving the ball with
your fingers or palm instead of by
rolling the ball across a flat surface.
Like a mouse, a trackball has at least
one button that is used to send elec-
tronic signals to the computer.

A touchpad is a small, touch-sensitive

pad where you run your finger across
the surface to send electronic signals
to the computer to control the pointer
drawn on the screen. Touchpads can
have buttons like a mouse or
trackball, or the touchpad can be con-
figured to detect finger taps on its
surface and process those signals like
a button click.

Specialty Keyboards
Specialty keyboards include:
● Keyboards for children or users with special needs may have enlarged or specially con-
structed keys.
● Foreign language keyboards have a variety of different keys.
● Custom application keyboards can have multimedia access buttons, video/audio editing
software buttons, and gaming devices.

Ports, Cables, and Connections

Keyboards and mice can use several types of ports and connections:
● Serial
● Standard DIN (5-pin)
● PS/2 (6-pin mini-DIN)
● USB
● Wireless infrared
● Wireless RF
● Bluetooth

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Biometric Input Device Types

Biometrics is an automated method of recognizing a person based on a physiological or behav-
ioral characteristic, such as retina pattern, fingerprints, or voice recognition. Biometric
technologies are becoming the foundation of an extensive array of highly secure identification
and personal verification solutions. Common implementations in the computing environment
include fingerprint scanners on input devices such as keyboards and mice. Using these input
devices ensures the security of a user’s data.

Figure 4-2: A biometric keyboard.

Figure 4-3: A biometric mouse.

Specialized Input Device Types

Although keyboards and mice are the most popular of the input devices for personal comput-
ers, there are some specialized input devices that you might encounter in your workplace.

Input Device Description

Bar code readers Bar codes provide a simple and inexpensive method of encoding text
information that is easily read by inexpensive electronic readers. A bar
code reader decodes a bar code by scanning a light source across the bar
code and converting the pattern of reflected light to an electronic signal
that is decoded back to the original data by electronic circuits. There are
currently four different types of bar code readers available: pen-type read-
ers (or bar code wands), laser scanners, Charge Coupled Device (CCD)
readers, and camera-based readers. Bar code readers provide either key-
board wedge output or RS-232 output. The bar code readers with
keyboard wedge output plug directly into the keyboard port on the PC,
and they also provide a pigtail connector so that you can plug in a key-
board at the same time. An RS-232 or serial interface bar code reader is
connected to an available serial port on the PC. A program called a soft-
ware wedge is required to direct the data from the bar code reader to the
application.

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Input Device Description

Touch screens Touch screens enable users to enter input by touching areas on a monitor
screen. Touch screens are composed of:
● Touch sensors. The sensors can be a panel that lays over a standard
monitor or can be built into a special touch screen monitor where the
user actually touches the glass on the monitor.
● Controller. If using an overlay panel, the controller connects to the
panel and then to a PC port. Many use a COM or USB port, although
there are special instances where the controller connects to a drive or
other device or port. For touch screens with built-in touch sensors, the
controller is built into the monitor. In this case, the monitor contains
two cables—one to the monitor port and one to the COM or USB port
(or other port).
● Device driver or specialized software. This enables the operating sys-
tem to receive and interpret information from the touch screen device.
Touch screens can gather input using technologies such as infrared,
capacitive touch, resistive touch, or surface acoustic wave. They can be
finger touch or stylus touch.

Input Device Selection Tips

The Windows operating systems support a variety of input devices, so you should select an
input device based on user requirements.

Input Device Description

Keyboard When selecting a keyboard for a user, in addition to considering its
ergonomics, you should also consider whether the keyboard offers
additional features (such as customizable hot keys and scrolling) as
well as wireless connectivity. Many users now prefer wireless key-
boards as it gives them the freedom to locate the keyboard anywhere
on their desks. In some cases, users might be able to use a Bluetooth-
enabled keyboard to communicate with both their desktop computers
and a personal data assistant (PDA) or mobile phone. Be sure to deter-
mine the potential keyboard’s connector requirements; if the keyboard
uses USB, you’ll need to make sure the user’s computer has an avail-
able USB port.
Pointing device When choosing a mouse for a user, most users prefer optical mice
because they’re less susceptible to problems such as dirt interfering
with moving the pointer. As with keyboards, you’ll also find that users
prefer wireless mice over wired mice because of the freedom it gives
them to move around while working. Besides these factors, choosing
between a mouse, a trackball, and a touchpad comes down to the per-
sonal preference of the user.

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Input Device Installation Considerations

Before you attempt to install an input device, you should consider certain factors.

Factor Considerations
Drivers Be sure that you have the most current drivers for
the input device and the operating system of the
computer on which you plan to install it.
Ports Make sure that the computer has an available port
to which you can connect the device. Input devices
can use PS/2, serial, parallel, USB, SCSI
ports,Infrared, and FireWire/IEEE 1394.
Manufacturer’s instructions Review the manual that came with the device. In
some cases, the manufacturer might require you to
install the device drivers before connecting the
device to the computer.

How to Install and Configure Input Devices

Procedure Reference: Install Input Devices
To install input devices:
1. Examine the input device that you need to install, paying particular attention to the con-
nection type.
2. If necessary, shut down the computer, and unplug the power cord and any network or
modem cables.
3. If necessary, unplug the current keyboard or mouse from the system unit.
4. If the new input device has a USB connector, plug the device into an available USB port.
5. If the new input device has a PS/2 connector, align the pins on the cable with the open-
ings in the PS/2 port on the computer and plug the device into the port, being sure to
plug the keyboard in to the keyboard port and the mouse in to the mouse port. The rect-
angular plastic piece at the end of the cable helps you align the pins. The color coding of
the ports (purple for the keyboard, green for the mouse) can help you connect the ports
correctly.
6. Reconnect the power cord and any network or modem cables.
7. Verify that the new input devices work properly.
a. Restart the computer.
b. Check for error messages when the system boots. If you see a keyboard error mes-
sage, the keyboard and mouse cables are probably switched. Power down the system
and switch the cables, and then try powering on again.
c. Enter text from the keyboard.
d. Move the mouse to different parts of the screen and click an icon or text to verify
that the mouse pointer moves where you point it and that the buttons work properly.

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8. If necessary, install device drivers for the new input device.

Procedure Reference: Configure the Keyboard

To configure the keyboard:
1. If necessary, log on to Windows.
2. Open the Keyboard Control Panel. The Keyboard Properties Control Panel contains a
Speed tab and a Hardware tab.
3. On the Speed tab, adjust the Character Repeat Delay and Character Repeat Rate as
needed by using the slider bars.
4. Use the text box below the slider bars to test the Character Repeat settings.
5. Adjust the Cursor Blink Rate by using the slider bar. The sample cursor at the left of the
slider bar indicates the speed at which the cursor will blink.
6. On the Hardware tab, click Properties to display the properties of the specific keyboard.
7. On the Driver tab, use the buttons to view, update, roll back, or uninstall the device
driver.
8. Click OK twice.

Procedure Reference: Configure the Mouse

To configure the mouse:
1. If necessary, log on to Windows.
2. Open the Mouse Control Panel. The Mouse Properties Control Panel contains four tabs:
Buttons, Pointers, Pointer Options, and Hardware.
3. On the Buttons tab, you can use the controls to change the primary mouse button, the
double-click speed, and the ClickLock Feature.
4. On the Pointers tab, you can select a pointer scheme and customize it as necessary. You
can also enable or disable a shadow for the pointer and change the default pointer that is
displayed.
5. On the Pointer Options tab, you can adjust the speed at which the pointer moves across
the screen and enhance the pointer positioning, enable the Snap To feature, and modify
how the pointer is displayed on the screen.
6. On the Hardware tab, you can use the Properties button to access the mouse’s properties.
In this dialog box, you can set advanced settings and work with the device driver. Click
OK to return to the Mouse Properties Control Panel.
7. Click OK.

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ACTIVITY 4-3
Installing Input Devices
Setup:
For this activity, you will need a replacement keyboard and mouse or other pointing device.

Scenario:
You have received a service call to replace a user’s mouse and keyboard.

There is a simulated version of this activity available on the CD-ROM that shipped with this
course. You can run this simulation on any Windows computer to review the activity after
class, or as an alternative to performing the activity as a group in class. The activity simula-
tion can be launched either directly from the CD-ROM by clicking the Interactives link and
navigating to the appropriate one, or from the installed data file location by opening the C:\
085820Data\Simulations\Lesson#\Activity# folder and double-clicking the executable (.exe)
file.

What You Do How You Do It

1. Replace the keyboard. a. Shut down the computer, and remove

the power cord.

b. Determine the connection type used by

the replacement keyboard.

c. Unplug the old keyboard from the sys-

tem unit.

d. Plug the new keyboard into the appro-

priate PS/2 or USB port.

2. Replace the mouse or pointing a. Determine the connection type used by

device. the replacement mouse.

b. Unplug the old mouse from the system

unit.

c. Plug the new mouse into the appropri-

ate PS/2 or USB port.

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ACTIVITY 4-4
Configuring Input Devices
Scenario:
You just replaced a user’s mouse and keyboard. The user is left-handed and prefers a slow-
blinking cursor. She also has a hard time distinguishing the mouse pointer from other screen
elements, and asks if you can adjust the pointers to something more easily discernible.

There is a simulated version of this activity available on the CD-ROM that shipped with this
course. You can run this simulation on any Windows computer to review the activity after
class, or as an alternative to performing the activity as a group in class. The activity simula-
tion can be launched either directly from the CD-ROM by clicking the Interactives link and
navigating to the appropriate one, or from the installed data file location by opening the C:\
085820Data\Simulations\Lesson#\Activity# folder and double-clicking the executable (.exe)
file.

What You Do How You Do It

1. Configure the keyboard setting. a. Choose Start→Control Panel. Click

Printers and Other Hardware, and then
click Keyboard.

b. On the Speed tab, drag the Cursor Blink

Rate slider to the third tick mark from
the left.

c. Click OK.

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2. Configure the mouse settings. a. In the Printers And Other Hardware Con-
trol Panel, click Mouse.

b. On the Buttons tab, check Switch Pri-

mary And Secondary Buttons.

c. Right-click the Pointers tab.

d. In the Scheme drop-down list, select

Magnified (System Scheme).

e. Click OK.

f. Readjust the mouse settings to suit

your personal preferences.

g. Close the Control Panel window.

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TOPIC C
Install and Configure Adapter Cards
In the previous topic, you installed input devices, such as a mouse and a keyboard, that use
standard ports. You can expand the functionality of your computer by adding adapters to pro-
vide additional ports for a variety of peripheral devices. In this topic, you will install and
configure adapter cards.
When a user needs access to a peripheral for which the computer doesn’t have an existing
interface, you must install an adapter. As an A+ technician, your responsibilities will likely
include upgrading users’ computers by installing a variety of components. By mastering the
skills to install an adapter, you’ll be prepared for whatever device a user asks you to install.

Internal Bus Architectures

System boards include several buses, or data paths, to transfer data to and from different com-
puter components, including all adapter cards.

Internal Bus
Architecture Description
8-bit The original IBM PC and its successor, the PC/XT, used simple expansion buses.
Its architecture provided an 8-bit data bus, with minimal support circuitry. This bus
has a clock speed of 4.77 MHz. It supports eight interrupts and four DMA chan-
nels; however, except for IRQ 2 and DMA 3, all resources were already assigned,
so you didn’t have many choices when you installed additional cards. The cards for
an 8-bit slot have only one edge connector. Because they are so outdated, you typi-
cally won’t encounter these cards in the field.
ISA The ISA (Industry Standard Architecture) bus was originally developed for the IBM
PC/XT and PC/AT. Many computers still have some ISA slots along with the newer
types of buses. Features of ISA adapters include:
● 8-bit or 16-bit edge connectors.

● Support either manual or automatic PnP configuration.

● 8-bit or 16-bit data lines.

● Configured either manually or automatically through PnP.

EISA The EISA (Extended Industry Standard Architecture) bus was a higher-speed bus
designed for PCs starting with the Intel 80386 processor. EISA has never been
widely adopted. Features of EISA adapters include:
● Compared to ISA cards, they contain an additional row of connectors and addi-
tional guide notches.
● Software configurable.

● 32-bit data lines.

● Supports bus-mastering, which enables one adapter to take control of the bus
during a data transfer.
● Configured automatically through software configuration utility.

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Internal Bus
Architecture Description
MCA IBM developed the Micro Channel Architecture bus, or Micro Channel bus, for its
PS/2 line of computers. This bus operates at 10 MHz and can accept 16- and 32-bit
adapter cards. However, you cannot use cards for ISA or EISA systems in Micro
Channel systems, and IBM required the payment of royalties for implementations of
the architecture—both cards and system boards. Because few vendors were willing
to pay such royalties, this bus was never widely adopted. You configure MCA
adapters using an IBM reference disk.
VL-Bus In 1992, the Video Electronics Standards Association (VESA) introduced the VESA
Local-Bus (VL-Bus) standard. A motherboard can contain up to three VL-Bus slots.
Bus mastering is supported by the VL-Bus standard. A 32-bit or 64-bit slot is
located next to an ISA, EISA, or Micro Channel Architecture slot and enables ven-
dors to design adapters that use the local bus or both buses simultaneously. You
typically configure VL-Bus cards through software.
PCI The PCI (Peripheral Component Interconnect) bus is the most common system bus
found in today’s PCs.
● Physical characteristics of cards: 33 or 66 MHz. 133 MBps throughput at 33
MHz. Up to eight functions can be integrated on one board. Card size varies, but
must have a PCI edge connector. Slot on the system board is white.
● Configuration: Supports up to five cards per bus and a system can have two PCI
buses for a total of 10 devices per system. Can share IRQs. Uses PnP.
● Used for: All current adapters in client and server systems.

● Number of data lines: 64-bit bus often implemented as a 32-bit bus.

● Communication method: Local bus standard. 32-bit bus mastering. Each bus uses
10 loads. A load refers to the amount of power consumed by a device. PCI
chipset uses three loads. Integrated PCI controllers use one load. Controllers
installed in a slot use 1.5 loads.
● Pronounced: Pea-Sea-EYE.

AGP The AGP (Accelerated Graphics Port) bus was developed by Intel specifically to
support high-performance video requirements, especially fast 3D graphics.
● Physical characteristics of cards: Brown slot on the system board. AGP 1.0 is a
1x/2x slot. This is the shortest of the AGP slots with a small separator that
divides it into two sections. AGP 2.0 is a 2x/4x slot that has extra pins at one
end. There is also an AGP Pro Slot. See www.tomshardware.com/graphic/
20000922/agppro-01.html for a complete description of the AGP Pro slot.
● Used for: Video cards in systems that support the AGP chipset. The system board
needs an AGP bus slot or an integrated AGP chip.
● Number of data lines: 32 bits wide with a throughput of 266 MBps for AGP 1.0.
Faster modes with throughput of 533 MBps are available on AGP 2.0 and 1.07
GBps for AGP Pro.
● Communication method: Directly accesses RAM rather than needing to transfer
data to video RAM first.
● Pronounced: A-G-P.

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Internal Bus
Architecture Description
PCI-E The PCI Express bus is an implementation of the PCI bus that uses a faster serial
physical-layer communications protocol.
● Physical characteristics of cards: A PCI Express slot is designated by the number
of lanes it supports: An x1 slot supports a single lane, an x2 slot supports two
lanes, and so on. Theoretically, slots may be x1, x2, x4, x8, x12, or x16.
● Used for: High-speed graphics cards and high-speed network cards.

● Number of data lines: Each device has a serial connection consisting of one or
more lanes. Each lane offers up to 250 MBps of throughput. An x16 slot can
handle 4 GBps of bandwidth in one direction.
● Communication method: Local serial interconnection.

AMR An Audio/Modem Riser supports both audio and modem functionality. The slot and
its associated cards have two rows of 23 pins each and were primarily used for
software-based sound cards and modems (Winmodems). This technology has been
superseded by CNR.
CNR A Communications/Networking Riser supports audio, modem, and local area net-
work (LAN) functionality.
● Physical characteristics of cards: Two rows of 30 pins, with two possible pin
configurations. CNR Type A uses an 8-pin network interface, while Type B uses
a 16-pin interface. Both types carry USB and audio signals. The slot is often
brown and is usually located in the lower-left corner of the system board.
● Used for: Connecting audio, network, and modem cards, but is being phased out
in favor of on-board or embedded components.

Adapter Card Types

Adapter cards extend the capabilities of a computer.

Adapter Card Type Description

Video adapters A video adapter provides the interface necessary to connect a monitor for
visual output. Generally, these adapters connect to the system board
through PCI, AGP, or PCI-E slots.
Multimedia adapters Multimedia adapters provide the interfaces necessary to connect micro-
phones, speakers, electronic musical devices, and some gaming devices
for audio input and output.
Input/output adapters Input/output adapters provide the interfaces necessary to connect SCSI,
serial, USB, and parallel devices for data input and output.
Network adapters Network adapters provide the interface necessary for network
communications.
Modem adapters Modem adapters provide the interface necessary for remote communica-
tions over phone or data lines.

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Adapter Card Selection Tips

Before selecting an adapter card for a computer, you must verify that its bus type is compat-
ible with the computer. In addition, you must also make sure that the adapter card’s drivers are
compatible with the computer’s operating system. Finally, most adapters on the market today
support PnP. If you want to use PnP to automatically configure the card’s hardware resources,
make sure that the computer’s BIOS and operating system support it.

The PCI slots in a computer are often shared PCI/ISA slots. They share a single opening on
the back of the case, so if you install an ISA card in one of the slots, you cannot use the PCI
slot unless you first remove the ISA card.

Adapter Card Installation Considerations

Before you attempt to install an adapter card, verify that the computer has an available slot
that matches the adapter card’s bus type and that you have the device’s latest drivers for the
computer’s operating system. Be sure to unplug the computer and discharge any static electric-
ity before installing the card.

Adapter Card Configuration and Optimization

Requirements
When you are installing an adapter card, there is a detailed step-by-step process to follow for
configuration and optimization needs.

Step Description
Plug-and-play installation For the most part, PnP BIOS and Windows XP automatically
configure all PnP adapters for you.
Manufacturer driver In the event that Windows doesn’t automatically detect an
adapter, you can point to a driver from the manufacturer on
floppy disk or CD-ROM, or get the driver from the manufac-
turer’s website.
Add Hardware Wizard You can use the Add Hardware Wizard to install and config-
ure PnP devices. You find the Add Hardware Wizard by
opening Control Panel, clicking the Printers And Other Hard-
ware link, and then clicking the Add Hardware link.
Hardware Scan When using the wizard, you should initially let Windows try
to scan for new hardware (this is the default selection).
Device list If Windows can’t find the device, you can then choose the
device from a list of devices offered by Windows and Win-
dows will install the appropriate driver.

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Read the installation instructions for the adapter card to determine if any software is required
prior to the installation. Failure to do so could cause the installation to fail or the adapter and
system to behave erratically.

Hardware Resources
All hardware added to the system needs to have resources assigned to enable it to store infor-
mation and communicate with the CPU. Modern computer systems manage assignment of
hardware resources automatically, but in older computers, it was necessary to assign them
manually using jumper or DIP switches or software settings. Conflicting hardware settings
often caused device problems, but resource conflicts are rarely an issue now.
There are several categories of hardware resources.

Hardware Resource Description

IRQ Interrupt Request (IRQ) lines are hardware lines connected to a con-
troller chip and assigned to a device. When the device needs to
request the attention of the computer processor, it sends a signal,
called an interrupt, over the IRQ line.
I/O address An I/O address, also called a base I/O address or I/O port, marks the
beginning of a range of memory, usually in the lowest portions of
memory (conventional memory), that a device uses to communicate
with the processor. Each device must have its own unique, non-
overlapping I/O address space.
DMA Direct Memory Access (DMA) is a system that uses specialized cir-
cuitry or dedicated microprocessors that transfer data from devices to
memory without using the CPU. This relieves the processor from
some duties. The DMA controller communicates with the devices to
facilitate transferring data from them directly to system memory.
Devices must each use a unique DMA channel to communicate with
the DMA controller.
Base memory address A base memory addressis the memory address of any memory that
might be on the device itself. This configurable area is usually asso-
ciated with adapters that contain their own BIOS chips or memory.
Memory addresses for these on-board memories are most often
mapped to the upper memory block (UMB) range on the host com-
puter, which falls between 640 kilobytes (KB) and 1 megabyte (MB).

IRQ Settings
This table shows the default IRQ assignments for the early 8-bit ISA bus and for the current
16-bit systems. Note that some IRQs are shared between two components.

IRQ 8-bit Defaults 16-bit Defaults

0 System timer System timer

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IRQ 8-bit Defaults 16-bit Defaults

1 Keyboard Keyboard
2 Available Cascade to IRQ9
3 COM2 COM2 & COM4
4 COM1 COM1 & COM3
5 Hard disk controller LPT2
6 Floppy drive controller Floppy drive controller
7 LPT1 LPT1
8 Real Time Clock (RTC)
9 Cascade to IRQ2
10 Available
11 Available
12 Bus mouse port
13 Math coprocessor
14 Hard disk controller
15 Available

An IRQ controller chip manages the first eight IRQs. The CPU answers the interrupts in
numerical priority order, starting with IRQ 0 (the system clock) and cycling through IRQ 7.
On a 16-bit system, the eight additional IRQs reside on a second IRQ controller chip, which
itself uses interrupt 2 on the first controller chip. Thus, the IRQ priority order becomes 0, 1,
(8, 9, 10, 11, 12, 13, 14, 15), 3, 4, 5, 6, 7.

DMA Assignments
The following table shows the standard DMA assignments for various system components.

DMA Default DMA Assignments on Default DMA Assignments on

Channel an 8-bit Bus a 16-bit Bus
0 Dynamic RAM refresh Available
1 Hard disk controller (XT) Available
2 Floppy drive controller Floppy drive controller
3 Available Available
4 n/a 2nd DMA controller
5 n/a Available
6 n/a Available
7 n/a Available

Memory Address Assignments

The following table shows the standard base memory address assignments for various system
components.

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Port Base Memory Address

LPT1 378h
LPT2 278h
COM1 3F8h
COM2 2F8h
COM3 3E8h
COM4 2E8h
Primary IDE 1F0
Secondary IDE 170
Floppy disk drive 3F0
Network adapter 300–310

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ACTIVITY 4-5
Identifying System Parameters
Scenario:
In preparation for adding a new device to your system, you want to check the current com-
munication parameter assignments.

There is a simulated version of this activity available on the CD-ROM that shipped with this
course. You can run this simulation on any Windows computer to review the activity after
class, or as an alternative to performing the activity as a group in class. The activity simula-
tion can be launched either directly from the CD-ROM by clicking the Interactives link and
navigating to the appropriate one, or from the installed data file location by opening the C:\
085820Data\Simulations\Lesson#\Activity# folder and double-clicking the executable (.exe)
file.

What You Do How You Do It

1. Open Device Manager. a. Choose Start→Control Panel.

b. Click Performance And Maintenance.

c. Click System.

d. Click the Hardware tab.

e. Click Device Manager.

2. View the current DMA, IRQ, I/O a. Choose View→Resources By Type.

address, and base memory
assignments.
b. To examine the current DMA assignments
on your computer, expand Direct
Memory Access (DMA).

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c. To examine the current I/O address

assignments on your computer, expand
Input/Output (IO).

d. Collapse Input/Output (IO).

e. To examine the current IRQ assignments

on your computer, collapse Direct
Memory Access (DMA), and expand
Interrupt Request (IRQ).

f. Collapse Interrupt Request (IRQ).

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g. To examine the current base memory

assignments on your computer, expand
Memory.

3. Close Device Manager, System a. Close Device Manager.

Properties, and Control Panel.
b. Click Cancel.

c. Close Control Panel.

How to Install and Configure Adapter Cards

Procedure Reference: Install an Adapter Card
To install an adapter card:
1. If the card doesn’t support PnP, determine unused IRQ, DMA, and I/O addresses that you
can assign to the card if needed. You can use Device Manager in Control Panel to print a
list of the resources by choosing View→Resources By Type and then clicking the Print
button on the toolbar.
2. Shut down the computer. Then, referring to your system documentation for the procedure,
remove the system cover and access the slots on the system board.
3. Remove the slot cover from an empty slot. Traditionally, slot covers are secured by a
screw to the chassis, but some newer ones slide out or are punched out of the metal case.
Save the slot cover so that if you decide to remove the adapter card later, you can replace
the slot cover. This helps keep dust and dirt out of the computer and helps with cooling
the interior of the computer.
4. If card resources are set with DIP switches or jumpers, configure the card prior to install-
ing it into the system.
5. Holding the card where there are no metal contacts (by the upper edge), firmly press the
card into the slot.

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Often, it will be easier to insert one end of the card first, then tilt the card down into place
along the rest of the connector. It is best to start by inserting the end of the connector
away from the cover plate.

6. Connect any necessary internal cables.

7. Secure the card to the chassis with the screw from the slot cover (or another screw if the
slot cover was not screwed to the case). Secure the cover back on to the system when you
are through working.
8. Configure the card for the system by installing any drivers required for operation. If you
must configure the card’s resources through software, configure DMA, I/O addresses, or
interrupts as required using the card’s installation software or Device Manager.
9. Verify that the card is functioning properly.

Procedure Reference: Verify an Installed Adapter Card

To verify that an installed adapter card is functioning properly:
1. Open Device Manager.
2. Review the list of hardware installed in the computer. If any device isn’t functioning
properly (due to problems such as a hardware resource conflict), you’ll see an exclama-
tion point surrounded by a yellow dot on the device. If you see a red X on the device,
this indicates that Windows (or the user) has disabled the device. If you don’t see either
icons, the new adapter is functioning properly.
3. Connect any devices to the card that are required for testing the card functionality. Access
or use the device connected to the card.

Procedure Reference: Remove a PC Bus Adapter

To remove an adapter:
1. Shut off the computer, unplug it, and open the case.
2. Disconnect all cables, making a note of where they were installed and the orientation
(such as white wire on left pin).
3. Unscrew the card from the chassis.
4. Gently rock the card front to back (not side-to-side) to remove it from the slot.
5. Place the card in an anti-static bag to prevent electrostatic damage to the card. Always
store the card with its documentation and driver disks.
6. Replace the slot cover. If necessary, screw down the slot cover.
7. Replace the cover, plug in the computer, and turn it on.

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ACTIVITY 4-6
Installing Adapter Cards
Setup:
You have open ISA, PCI, and AGP slots on the system board. You have been given one or
more of the following card types and device drivers: ISA, PCI, or AGP card.

Scenario:
You have been asked to install several expansion cards in a user’s system. The appropriate
drivers for the card are also available to you should you need them.

There is a simulated version of this activity available on the CD-ROM that shipped with this
course. You can run this simulation on any Windows computer to review the activity after
class, or as an alternative to performing the activity as a group in class. The activity simula-
tion can be launched either directly from the CD-ROM by clicking the Interactives link and
navigating to the appropriate one, or from the installed data file location by opening the C:\
085820Data\Simulations\Lesson#\Activity# folder and double-clicking the executable (.exe)
file.

What You Do How You Do It

1. Open the system cover and access a. Turn off the system power.
the slots.
b. Unplug the computer from the electri-
cal outlet.

c. Unplug peripherals from the system.

d. Remove the cover.

e. Determine if you need to move or

remove any components in order to
access the slots.

2. Insert the card in an available slot.

Do not rock the card side-to-

side when installing or
removing it.

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a. Locate an open slot.

b. Remove the slot cover.

c. Firmly press the card into the slot.

d. Secure the card to the chassis with the

screw from the slot cover. Normally, you
would now secure the cover back on to
the system, but since you will be doing
more work inside the system, leave it off.

3. Configure the card for the a. Reconnect the peripherals and cables
computer. you disconnected in step 1.

b. Power on the system.

c. Install any required drivers.

d. Configure DMA, I/O addresses, and/or

interrupts as required for the device.

4. Verify that the card is functioning a. Connect any devices to the card that
properly. are required for testing the card
functionality.

b. Access or use the device connected to

the card.

c. In Device Manager, verify that the

device’s properties show that the
device is working properly and that
there are no IRQ, I/O address, or DMA
conflicts, and then click Cancel.

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DISCOVERY ACTIVITY 4-7

Examining Adapter Cards
Scenario:
In this activity, you will examine adapter cards.

1. Which of the following adapter cards provide interfaces necessary to connect SCSI,
serial, USB, and parallel devices for data input and output?
a) Input/output adapters
b) Multimedia adapters
c) Video adapters
d) Modem adapters

2. True or False? Before attempting to install an adapter card, verify that the computer
has an available slot that matches the adapter card’s bus type.
True
False

3. What is the first step when installing an adapter card?

a) Refer to the system documentation for the procedure for the specific adapter card.
b) Remove the system cover and access the slots on the system board.
c) Remove the slot cover from an empty slot.
d) Determine the unused IRQ, DMA, and I/O addresses that can be assigned to the
card if needed.

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TOPIC D
Install and Configure Multimedia Devices
In the last topic, you installed and configured adapter cards to support additional computer
functionality. Once you have the right adapters in place, you can add other peripheral compo-
nents to enable users to take full advantage of the capabilities of their personal computers. In
this topic, you will install multimedia devices.
As an A+ technician, you might support corporate users, such as marketing or sales representa-
tives, who will need to create multimedia business presentations. Or, you might work for a
retail computer outlet, supporting home users who like to play music and games on their PCs.
In either case, the users will need a lot of different devices, connected to a number of different
computer ports that are often poorly marked. In either case, the users will rely on you to con-
nect and configure their multimedia devices, such as speakers and microphones, to the PC.

Multimedia Devices
Definition:
A multimedia device is a computer peripheral or internal component that transfers sound or
images to or from a personal computer. These kinds of devices are often connected to a per-
sonal computer by a sound card. Multimedia devices can be input devices or output devices.

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Example:

Figure 4-4: Multimedia devices.

Common Multimedia Devices

Common multimedia devices include different types of cameras and sound devices.

Multimedia Device Description

Digital cameras A camera that uses electronic signals to capture and store photographic
images or video images. The resulting files are often stored on embedded
memory cards, removable memory cards, or optical disks. Connecting the
digital camera or its removable memory card to a PC enables you to
save, manipulate, print, and otherwise work with the images.

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Multimedia Device Description

Web cameras, or webcams A camera that is used to send periodic images or continuous frames to a
website for display. Webcam software usually captures the images as
JPEG or MPEG files and uploads them to a web server. Webcam images
can also be accessed using some instant messaging software and by some
video applications. Some corporations use webcams as a security
measure.
Video-conferencing cameras Video-conferencing cameras are usually a small camera connected
directly to a PC. Used in conjunction with microphones and speakers,
they enable people at remote locations to see and speak with each other
in real time.
MIDI devices The Musical Instrument Digital Interface (MIDI) connection enables you
to connect and control musical devices such as electric keyboards (also
known as electric pianos), synthesizers, guitars, and drum kits. Sound
cards usually include built-in synthesizers as well, to produce MIDI
sounds. If the MIDI connection is made through the game port, then the
MIDI cable usually includes an additional port so that a game controller
can still be added to the system. Other ports can also be used to establish
MIDI connections. MIDI devices can be connected to each other and then
to the computer.
Microphones A computer microphone can be connected to the MIC port of any sound
card. If the card is color-coded, it will be pink. Otherwise, it will be
marked MIC or have a picture of a microphone.
Speakers and subwoofers Speakers are connected to the Line Out port on the sound card. Some
speaker sets are permanently connected to each other. Other speaker sets
are connected by the user to each other or to a subwoofer. A cable runs
from one of the speakers to the Line Out port to connect both speakers to
the computer. If the card it is color-coded, the speaker port will be green
or lime. The port might be marked with Line Out, Spkr, Speaker, or have
a marking indicating the direction of the audio (out).

Multimedia Connectors
There are several types of cables and connectors used with common multimedia devices.

Multimedia Device Connectors and Cables

Digital cameras If the digital camera has a removable memory card, the connector is the
card reader or adapter. If the digital camera uses optical disks, the optical
drive is the connector. Other digital cameras use USB and FireWire cables
and connections.
Webcams Webcams commonly use USB or FireWire cables and connectors.
Video-conferencing sys- If the video-conferencing system uses a composite display device that is
tems built to the S/PDIF (Sony/Philips Digital Interface Format), the cable can
be coaxial, with a standard phono jack, or optical, with a standard optical
jack.

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Multimedia Device Connectors and Cables

MIDI devices MIDI connectors are also known as AT DIN5 connectors. AT DIN5 con-
nectors were originally used on older AT style computers as the keyboard
connector; now, MIDI devices use them. MIDI adapters have a DIN5 con-
nector at one end, and a 15-pin connector (for connecting to the game
port) at the other end. MIDI adapters do not always have a joystick con-
nector at one end. A MIDI to USB interface, even MIDI to Serial or MIDI
to FireWire, are more commonly used, allowing for faster communication
between the musical instrument and the computer or controller device. In
fact, not having a game port on a PC has become quite commonplace,
since most new joysticks/game controllers use USB.
Microphones Microphones typically have a 1/8-inch connector built into the attached
cable.
Speakers Speakers typically have a 1/8-inch connector built into the attached cable.

Multimedia Device Selection Tips

The most common multimedia devices you will be expected to install are cameras, sound
cards, microphones, and speakers.

Device Considerations
Digital cameras What type of output does the user need from the camera? If the user plans to
use the images only for viewing online, you can select a lower quality
(fewer megapixels) camera. If the user also wants to print the images, par-
ticularly if the user wants large prints (such as 11” x 17” and higher), you
should select a camera with as many megapixels as the user can afford.
Keep in mind that you also need to have a strategy for the user to download
the camera’s photos to the computer. Common techniques you can use
include:
● Connecting the camera directly to the computer via a USB or FireWire
port.
● Using a memory card reader that connects to a USB or FireWire port.

Be aware that FireWire connections provide you with the fastest transfer
speeds.

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Device Considerations
Sound cards Sound cards are responsible for translating digital music into analog signals.
Sound cards differ in five basic areas:
● Processor: Handles the communications between the music application,
Windows, and the processor. Higher-end processors offload the processing
of music from the CPU and thus provide better performance. You should
also look for mid- to higher-end processors that support surround sound
(assuming the user needs this capability).
● Number of speakers supported: Higher-end sound cards add support for
five or more speakers, including a subwoofer. If the user needs (or wants)
surround sound, make sure you get a sound card with support for at least
five speakers.
● Recording quality: Higher-end sound cards eliminate substantial amounts
of noise recorded through a microphone. Look for the sound card’s
signal-to-noise ratio; this number, which is measured in decibels, indicates
the quality of the signal. A lower number indicates a lower quality for
recording. Mid-range sound cards offer a signal-to-noise ratio of 30 to 50
decibels; high-end cards offer a 96 to 100 signal-to-noise ratio, which is
very close to ratios for equipment used by professional musicians.
● Jacks: Sound cards come with a minimum of three connections—one for
speakers (typically green), one for a microphone (typically pink), and one
for secondary output called Line Out (typically green) that enables you to
connect devices such as a CD player. Higher-end sound cards offer con-
nections for components such as rear surround sound speakers, digital
speaker systems, and joysticks or MIDI devices. Newer sound cards can
also have a Digital Audio output, sometimes an input, jack. These can be
either RCA type, or S/PDIF (Sony/Phillips Digital Interface).
● Additional features: Because so many computer manufacturers now build
sound capabilities into motherboards, many sound card manufacturers add
extended features to their cards in order to justify their purchase. These
features might include digital output so that you can integrate the com-
puter into a home entertainment system or FireWire connections so that
you can play MP3 recordings directly from an MP3 device. Higher-end
sound cards also offer higher-quality recordings from musical instrument
digital interface (MIDI) devices.
Microphones Users use microphones to complete tasks such as making phone calls via the
Internet and to dictate to the computer using voice recognition software. For
such users, the higher the quality of the microphone, the better they will be
able to accomplish these tasks.

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Device Considerations
Speakers If users plan to listen to music or play games on a computer, it’s important
to help them select higher-quality speakers. Key speaker standards include:
● Stereo: Specifies a left and right speaker that connect directly to a single
jack in a sound card. These types of speakers are usually the least
expensive.
● 2.1 Systems: Specifies a pair of stereo speakers plus a subwoofer. These
systems do not support surround sound.
● 5.1 Systems: Specifies five channels of sound, including front-left, front-
center, front-right, rear-left, and rear-right speakers, plus a subwoofer.
● 7.1 Systems: Specifies seven channels of sound, including front-left,
front-center, front-right, middle-left, middle-right, rear-left, and rear-right
speakers, plus a subwoofer.

Multimedia Device Installation Considerations

There are some considerations you should be aware of when installing multimedia devices.

Consideration Description
Adapter card slots If you’re installing a sound card, do you have an available slot on the
motherboard? Also, try to locate this adapter in such a way as to
avoid reducing the airflow in the computer.
Device drivers Do you have the appropriate device drivers for the computer’s oper-
ating system? If not, download them before starting the installation.
Cables Do you have the necessary cables (and long-enough cables) to con-
nect devices such as speakers and locate them where the user wants
them?
Cameras and card readers Although you can connect a digital camera directly to a computer to
download its photos, doing so increases the wear and tear on the
camera. You should use a memory card reader instead. The user will
also see faster download performance when downloading photos
using a memory card reader.

Read the installation instructions for the device to determine if any software is required prior to
the installation. Failure to do so could cause the installation to fail or the device and system to
behave erratically.

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Multimedia Device Configuration and Optimization

Requirements
You can use multimedia device-specific software and Device Manager to configure multimedia
devices. Options you can configure for these devices within Device Manager include:
● Enabling and disabling a device’s audio features.
● Updating the device’s driver.
● And, specifying hardware resources used, as long as the device is non-PnP.

How to Install Multimedia Devices

Procedure Reference: Install Multimedia Devices
To install multimedia devices:
1. If necessary, install a sound card.
a. Shut down the computer, unplug the power cord, and open the computer case.
b. Locate an available expansion card slot.
c. Remove the slot cover.
d. Insert the sound card into the open slot.
e. Use the screw from the slot cover to secure the sound card to the system unit.
f. To test the sound card, restart the computer, install the device driver if you are
prompted to do so, and use Device Manager to verify that no resource conflicts have
been caused by the addition of the sound card.
2. Connect the speakers to the jack on the sound card marked for speakers. Some speakers
use an external AC adapter for power, some are powered by the computer, some use bat-
teries, and some contain a standard electrical plug. If necessary, connect the speakers to
their power source.
3. Connect any external devices to the Line In jack.
4. Connect a microphone to the MIC jack.
5. Connect MIDI devices or game controllers through the game port. If necessary, connect
the AC adapter to the device and to an electrical outlet.
6. If necessary, use Device Manager to configure MIDI device or game controller settings.
7. Test the components by powering on the system and using each device. Verify that Mute
is not checked in the Volume Controls. If Microphone is not listed, choose Options→
Properties. Select Recording, check Microphone, and then click OK. You can then adjust
the sound levels for it.

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ACTIVITY 4-8
Installing Multimedia Devices
Setup:
If your computer does not have integrated (onboard) sound support, a sound card has been
installed in your computer.

Scenario:
A group in the marketing department is responsible for creating and presenting audio visual
presentations. These users have sound cards installed in their systems. They all have speakers
and microphones connected to their sound cards. Some of them also have MIDI instruments
and instruments that connect through an eighth-inch stereo jack. The users have just received
these sound devices and want to begin using them.

There is a simulated version of this activity available on the CD-ROM that shipped with this
course. You can run this simulation on any Windows computer to review the activity after
class, or as an alternative to performing the activity as a group in class. The activity simula-
tion can be launched either directly from the CD-ROM by clicking the Interactives link and
navigating to the appropriate one, or from the installed data file location by opening the C:\
085820Data\Simulations\Lesson#\Activity# folder and double-clicking the executable (.exe)
file.

What You Do How You Do It

1. Connect the speakers to the a. Determine if you need to connect the

computer. speakers to each other, and if so, con-
nect them to each other.

b. Locate the speaker jack on the

computer.

c. Plug the speaker cable into the jack.

2. Connect a microphone to the MIC a. Locate the MIC jack on the computer.
jack.
b. Connect the microphone to the MIC
jack.

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3. If you have a MIDI device, connect a. Locate the game port.

the MIDI device through the game
port.
b. Connect the MIDI adapter to the game
port.

c. If necessary, connect MIDI cables to the

MIDI adapter.

d. Connect the MIDI cable to the MIDI

instrument.

e. If necessary, install drivers for the MIDI

instrument.

4. Connect an external device to the a. Locate the Line In jack.

Line In jack.
b. Connect an eighth-inch stereo jack
from the device to the computer.

5. Test the sound components. a. To test the microphone, choose Start→

All Programs→ Accessories→
Entertainment→Sound Recorder.

b. In the Sound Recorder window, click the

Record button.

c. Speak a few words into the

microphone.

d. Click the Stop button.

e. To test the speakers, click the Play

button. The words you just recorded
should be played back.

f. If you installed a MIDI device, play a few

notes to verify that it works correctly.

g. Close the Sound Recorder without sav-

ing changes.

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DISCOVERY ACTIVITY 4-9

Examining Multimedia Devices
Scenario:
In this activity, you will examine multimedia devices.

1. When installing multimedia devices, how do you connect an external device to the
system?
a) Connect it to the line jack.
b) Connect it to the MIC jack.
c) Connect it through the game port.
d) Connect it to the jack on the sound card.

2. True or False? When installing a sound card, you don’t have to worry about the
available slots on the motherboard.
True
False

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Lesson 4 Follow-up
In this lesson, you installed and configured peripheral computer components. The ability to
successfully install and configure computer components is an integral part of a computer tech-
nician’s job.
1. What types of peripheral components will you be required to install most often in
your job?

2. Will you be responsible for configuring specialty input devices at your workplace?

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 Installing and
5 Configuring System
Components
Lesson Time: 5 hour(s)

Lesson Objectives:
In this lesson, you will install and configure system components.
You will:
● Select, install, and configure storage devices.
● Install and configure power supplies.
● Install and configure memory.
● Install and configure CPUs.
● Install and configure system boards.
CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

Introduction
In the last lesson, you installed and configured peripheral components such as display devices,
input devices, adapter cards, and multimedia devices. As an A+ technician, you will also be
asked to install internal system components such as storage devices, power supplies, memory,
processors, and system boards. In this lesson, you will install and configure system
components.
Much of the work that you will perform as a personal computer technician will involve install-
ing and configuring various hardware and software components. These skills are particularly
important for internal system devices that users cannot install themselves. It will be your pro-
fessional responsibility to know the technical specifications for these components and to install
and configure them correctly.
This lesson covers all or part of the following CompTIA A+ certification objectives:
● Topic A:
■ Exam 220-601 (Essentials): Objective 1.1, Objective 1.2, Objective 2.2, Objective 3.1
■ Exam 220-602 (IT Technician): Objective 1.1, Objective 3.1
■ Exam 220-603 (Remote Technician): Objective 2.1
■ Exam 220-604 (Depot Technician): Objective 1.1, Objective 2.2
● Topic B:
■ Exam 220-601 (Essentials): Objective 1.1
■ Exam 220-602 (IT Technician): Objective 1.1, Objective 1.2
■ Exam 220-604 (Depot Technician): Objective 1.1, Objective 1.2
● Topic C:
■ Exam 220-601 (Essentials): Objective 1.1
■ Exam 220-602 (IT Technician): Objective 1.1
■ Exam 220-604 (Depot Technician): Objective 1.1
● Topic D:
■ Exam 220-601 (Essentials): Objective 1.1
■ Exam 220-602 (IT Technician): Objective 1.1
■ Exam 220-604 (Depot Technician): Objective 1.1
● Topic E:
■ Exam 220-601 (Essentials): Objective 1.1
■ Exam 220-602 (IT Technician): Objective 1.1
■ Exam 220-604 (Depot Technician): Objective 1.1

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TOPIC A
Install and Configure Storage Devices
In this lesson, you will install and configure system components. Storage devices such as hard
disks are one of the most common system components you will install. In this topic, you will
install and configure storage devices.
Users rely on local storage devices to keep their applications and data current and available.
As an A+ technician, your responsibilities are likely to include installing and configuring dif-
ferent types of storage devices to provide your users with the data-storage capabilities that they
need to perform their jobs.

Hard Disk Drive Types

There are many types of hard disks as well as the hard disk controllers that enable the disk to
connect to the system board.

Hard Drive Type Features

Parallel ATA (also known as ● Controller is built into the drive.
IDE, EIDE, and ATA)
● Limited to two channels, each with up to two devices. Supports
single-drive only configuration (for one drive on a channel) and
master/slave configurations (for two drives). The master device is
the boot disk; it is first on the chain and controls the second
device, which is the slave.
● If the drive type is not automatically detected, it must be set in
system BIOS.
● Several revisions to the standard, each supporting different data
transfer rates.
SCSI (Small Computer Systems ● No controller, but is actually a separate bus within the computer
Interface) system.
● Supports up to seven devices (15 devices in more recent versions).
● Must configure separate SCSI ID settings for each device.
● May need to set system BIOS to no drive, and then configure
SCSI software to recognize drive to boot from.
● Several variations on the interface, each supporting different data
transfer rates.
Serial ATA ● Supports one device per channel.
● Data transfer rates: 150 MB/sec for SATA I and 300 MB/sec for
SATA II.
● Supports hot swapping of drives.

When you install PATA drives, you use jumpers to set the master/slave or Cable Select
configuration. Most drives today come preset for Cable Select, which allows the BIOS to con-
figure itself as needed.

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Extending IDE Drive Capabilities

The original IDE specification limits hard drive size to 504 MB. Three ways were developed
to overcome this limitation.
● You can extend the drive size limit to 8.4 GB through the use of Logical Block Address-
ing (LBA) or Extended CHS (ECHS). With LBA or ECHS, hard drives can be up to 8.4
GB in size. LBA and ECHS are methods of sector translation (translating a hard drive’s
logical geometry into physical geometry) that essentially give the BIOS incorrect informa-
tion about the geometry of the drive so that larger hard-drive capacities can be supported,
while staying within BIOS limitations. The cylinder value after translation never exceeds
1,024. LBA was developed by Western Digital. ECHS was developed by Seagate. They
differ only in the sector translation results they produce. If you want to move a hard drive
from one computer to another, then the other computer must support the same sector
translation method as the computer from which you are removing the hard drive. Other-
wise, you will lose the data on the disk if you move the drive. This is a problem mostly if
one computer is significantly older than another. But you do want to check and always
back up your data before moving a drive. Today’s hard disks and BIOSs all support LBA
and ECHS to accommodate the need for large disk capacity.
● To address the need for even larger hard drive capacities, Phoenix Technologies developed
Interrupt 13h (INT13h) extensions. Developed in 1994, INT13h extensions are a newer set
of BIOS commands that enable support for hard drives larger than 8.4 GB. This support
is made possible by using 64 bits for addressing, instead of 24 bits, and by using 1,024
cylinders. This expands hard drive support for drives up to 137 GB. INT 13h extensions
are supported by modern hard drives and Windows 95 and newer operating systems, but
must also be supported by the system BIOS or the hard-disk controller.
● If you need to support hard disks greater than 137 GB, you can use large LBA translation
mode. It uses 48 bits for addressing instead of 24 bits.

PIO Modes
The ATA and ATA-2 standards use the Programmed Input/Output Mode (PIO Mode) to indicate
the speed of data transfer between two devices that use the computer’s processor as a part of
the datapath. The PIO Mode is set in the BIOS. It is originally set when you install an IDE or
EIDE drive. The following table lists the transfer rate for several ATA and ATA-2 standards.

Standard/PIO Mode Data Transfer Rate

ATA/0 3.3 MBps
ATA/1 5.2 MBps
ATA/2 8.3 MBps
ATA-2/3 11.1 MBps
ATA-2/4 16.6 MBps

IDE Drives and ATA Specifications

For IDE drives, ATA was the formal name chosen by the American National Standards Insti-
tute (ANSI) group X3T10. It specifies the interface specifications for the power and data
signals between the system board, the drive controller, and the drive.

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The manufacturer can use any physical interface, but must have an embedded controller that
uses the ATA interface controller to connect the drive directly to the ISA bus.
The original IDE specification did not support CD-ROMs or hard drives larger than 528 or 504
MB. However, revisions of the specifications over the years have extended the capabilities to
provide support for faster and larger hard drives. The following table describes ATA
specifications.

Standard Description
ATA The original ATA specification supported one channel, with two
drives configured in a master/slave arrangement. PIO modes 0, 1,
and 2 were supported, as well as single-word DMA modes 0, 1, and
2 and multi-word DMA mode 0. No support for non-hard disk
devices was included, nor were block mode transfers, logical block
addressing, and other advanced features.
ATA-2 Also known as the Advanced Technology Interface with Extensions.
Western Digital’s implementation was called Enhanced IDE (EIDE).
Seagate’s implementation was called Fast ATA or Fast ATA-2. Sup-
ports PIO modes 3 and 4 and two multi-word modes, 1 and 2, all of
which are faster than the modes supported by the original ATA
specification. Support for 32-bit transactions. Some drives supported
DMA. Could implement power-saving mode features if desired.
Specification also covered removable drives.
ATA-3 Minor enhancement to ATA-2. Improved reliability for high-speed
data transfer modes. Self Monitoring Analysis And Reporting Tech-
nology (SMART) was introduced. This is logic in the drives that
warns of impending drive problems. Password protection available
as a security feature of the drives.
ATAPI AT Attachment Packet Interface is an EIDE interface component
that includes commands used to control tape and CD-ROM drives.
ATA-4 Also known as Ultra-DMA, UDMA, Ultra-ATA, and Ultra DMA/33.
Doubled data transfer rates. Supported ATAPI specification.
ATA-5 The ATA-5 specification introduced Ultra DMA modes 3 and 4, as
well as mandatory use of the 80-pin, high-performance IDE cable.
Additional changes to the command set were also part of this
specification. Supports drives up to 137 GB.
ATA-6 Supports Ultra DMA/100 for data transfers at up to 100 MB/second.
Supports drives as large as 144 PB (petabytes), 144 million MB, or
144 quadrillion bytes.
PIO Programmed Input/Output is a data transfer method that includes the
CPU in the data path. It has been replaced by DMA and Ultra
DMA.
DMA Direct Memory Access is a data transfer method that moves data
directly from the drive to main memory. Ultra DMA Transfers data
in burst mode at a rate of 33.3 MB per second. The speed is two
times faster than DMA.
Ultra DMA 100 Also known as ATA-100, this standard supports data transfers in
burst mode at a rate of 100 MB per second.

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Standard Description
Serial ATA Uses serial instead of parallel signaling technology for internal ATA
and ATAPI devices. Serial ATA employs serial connectors and serial
cables, which are smaller, thinner, and more flexible than traditional
parallel ATA cables. Data transfer rates are 150 MB per second or
greater.
Serial ATA II Also known as SATA 3.0, SATA 3.0 Gb/s, and SATA/100. Provides
data transfer rates of 300 MB/sec.

SCSI Standards
SCSI standards have been revised repeatedly over the years. The following table describes cur-
rent SCSI standards.

SCSI Stan-
dard Description
SCSI-1 Features an 8-bit parallel bus (with parity), running asynchronously at 3.5
MB/s or 5 MB/s in synchronous mode, and a maximum bus cable length of
6 meters, compared to the 0.45-meter limit of the Parallel ATA interface. A
variation on the original standard included a high-voltage differential (HVD)
implementation with a maximum cable length of 25 meters.
SCSI-2 Introduced the Fast SCSI and Wide SCSI variants. Fast SCSI doubled the
maximum transfer rate to 10 MB/s, and Wide SCSI doubled the bus width
to 16 bits to reach 20 MB/s. Maximum cable length was reduced to 3
meters.
SCSI-3 The first parallel SCSI devices that exceeded the SCSI-2 capabilities were
simply designated SCSI-3. These devices were also known as Ultra SCSI
and Fast-20 SCSI. The bus speed doubled again to 20 MB/s for narrow (8
bit) systems and 40 MB/s for wide (16-bit). The maximum cable length
stayed at 3 meters.
Ultra-2 SCSI This standard featured a low-voltage differential (LVD) bus. For this reason
Ultra-2 SCSI is sometimes referred to as LVD SCSI. LVD’s greater immu-
nity to noise allowed a maximum bus cable length of 12 meters. At the
same time, the data transfer rate was increased to 80 MB/s.
Ultra-3 SCSI Also known as Ultra-160 SCSI, this version was basically an improvement
on the Ultra-2 SCSI standard, in that the transfer rate was doubled once
more to 160 MB/s. Ultra-160 SCSI offered new features like cyclic redun-
dancy check (CRC), an error correcting process, and domain validation.
Ultra-320 SCSI This standard doubled the data transfer rate to 320 MB/s.
Ultra-640 SCSI Also known as Fast-320 SCSI, Ultra-640 doubles the interface speed yet
again, this time to 640 MB/s. Ultra-640 pushes the limits of LVD signaling;
the speed limits cable lengths drastically, making it impractical for more
than one or two devices.

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SCSI Stan-
dard Description
Serial SCSI Four versions of SCSI (SSA, FC-AL, IEEE 1394, and Serial Attached SCSI,
or SAS) perform data transfer via serial communications. Serial SCSI sup-
ports faster data rates than traditional SCSI implementations, hot swapping,
and improved fault isolation. Serial SCSI devices are generally more expen-
sive than the equivalent parallel SCSI devices.
iSCSI iSCSI provides connectivity between SCSI storage networks over an
IP-based network without the need for installing Fibre Channel.

Storage Area Networks

In addition to the technologies you see for increasing the drive space on workstations, many
companies now implement technologies such as storage area networks (SANs). A SAN is a
Fibre Channel network designed to attach storage devices such as drive arrays and tape librar-
ies to servers. Most SANs use the SCSI protocol to communicate with these devices, along
with the high-speed Fibre Channel interface. The advantage to a SAN is that you can easily
move its storage from one server to another. In addition, you can configure a server to boot
from a SAN, which means that if the server fails, you can quickly configure another server to
use the SAN and thus replace the failed server.

Network-Attached Storage
In contrast to Storage Area Networks, network-attached storage (NAS) refers to storage devices
that are dedicated storage servers. These devices enable users to access their data even when
other servers are down. The drawback to NAS devices is that their performance depends on
the speed of and traffic on your existing network.

Floppy Disk Drives

Internal floppy drives connect to the system board through a floppy disk controller. The drive
can access data on the disk directly and spins at about 360 RPM. The form factor of floppy
drives is usually 3.5 inches. Depending on the number of sectors per track on the disk, 3.5-
inch floppy disks can hold 720 KB or 1.44 MB of data; the floppy drive can accommodate
either disk capacity.

Although 3.5 inches is the current standard for floppy disks and drives, 5.25-inch floppy disks
and drives were once standard, but are now seen on only the very oldest computers still in
use.

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Figure 5-1: Floppy disk drives.

How Floppy Disk Drives Work

When you insert a floppy disk into a floppy disk drive:
1. The metal door on the disk slides open, revealing the Mylar disk surface.
2. The controller motor spins the floppy disk at about 360 RPMs.
3. A worm gear operated by a stepper motor (a motor that moves in fixed increments) moves
the read/write heads (one on each side of the disk) to the desired track.

Write Protection
Floppy disks can be protected so that you cannot write over data on the disk. On the back side
of the floppy disk, you will see a slider in the upper-left corner. If the slider is pushed down, it
blocks the write-protect hole and enables you to write to the floppy disk. If the slider is pushed
up and the write-protect hold is visible, you will not be able to write to the disk.

Tape Drive Types

Tape drives come in several formats.

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Tape Drive Specifications

Quarter-inch cartridge (QIC) Quarter-inch cartridge (QIC) technology is among the oldest, most stan-
dardized, and most reliable of the tape technologies. QIC drives are
available for most computer platforms and are usually used for backing
up personal computers or small networks. QIC cartridges are available in
60 MB, 150 MB, 250 MB, 525 MB, and larger sizes. Most of the drives
designed to read the higher-capacity cartridges can also read the lower-
capacity cartridges. The original width was 0.25-inch, but they are also
available in 3.5-inch (Travan) and 5.25-inch cartridges. Two of the big-
gest detractions to QIC technology are cost and speed. QIC drives are
inexpensive; however, the cartridges are expensive when dollars per
megabyte is considered. Quarter-inch cartridge drives are slow, having
about the slowest transfer rates of any of the tape technologies.
4 mm Digital Audio Tape Originally adapted from the audio market, the 4 mm DAT tape format
offers higher storage capacities at a lower cost than does QIC technology.
DAT cartridges are about the size of an audio tape, so they are quite
small compared with QIC cartridges, and therefore, are much easier to
store and use. Capacities for 4 mm tapes range from 1 GB to 12 GB and
more, which makes them popular for use in many different sized
networks. DAT tapes are considered to be less reliable than QIC tapes.
They are especially vulnerable to heat and moisture. Because the tape is
pulled out of the cartridge during operation, to be wrapped around the
spinning read/write head, the tapes wear more quickly than do QIC tapes.
Due to lack of strict standards, 4 mm tape drives are not always compat-
ible: tapes from one drive might not be readable in another drive. This
will probably only be a problem for larger installations with a large vari-
ety of computing equipment.
8 mm tape (Exabyte) The 8 mm tape format was originally developed by Exabyte, which con-
tinues to be the only manufacturer of 8 mm drives. Many other
manufacturers purchase raw drives from Exabyte and integrate them into
internal or external 8 mm tape drives. This arrangement ensures compat-
ibility between 8 mm drives. These 8 mm tape drives offer storage
capabilities between 2.2 GB and 10 GB per cartridge. The tape cartridges
are only slightly larger than DAT tapes. They are often considered more
reliable than 4 mm drives; however, the drives and tapes are more expen-
sive than 4 mm units. The 8 mm tape drives are popular in the UNIX
and workstation industry. These drives have only recently become popu-
lar with network administrators as the amount of data on LANs has
grown.
Digital linear tape Digital linear tape (DLT) was developed by DEC, who sold this technol-
ogy to Quantum. The tape is a half-inch cartridge with a single hub and
is used mainly in mid- to large-size networks for network backups. There
are 128 or 208 linear tracks, holding 10 to 35 GB of data. Another DLT
format, Super DLT, holds up to 600 GB. Currently, DLT transfer rates are
in the 1.25 MB to 72 MB per second range. The forecast is for DLT to
soon hold up to 1500 GB with up to 100 MB per second transfer rates.
Linear Tape Open Linear Tape Open (LTO) was developed by IBM, HP, and Seagate. LTO’s
primary format is called Ultrium. The newest version, Ultrium-3, has a
maximum capacity of 800 GB on a single tape with a transfer rate of 160
MB per second.

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How Tape Drives Work

While hard drives, floppy drives, and removable cartridge drives are direct-access devices, tape
drives are sequential access devices. Rather than being able to go to a specific file directly,
with a tape, you have to read past every file on the tape until you get to the one you want. For
this reason, tape drives are typically used to store backup copies of information, as opposed to
for live data access. When you insert a tape cartridge in a tape drive and perform a backup of
files from your hard drive:
1. The computer reads the file system table on the hard drive, locates the files that you want
to back up, and begins reading file data into RAM.
2. Data is then dumped from RAM to the tape drive controller buffer as memory fills.
3. The controller sends commands to the drive to start spooling the tape.
4. The capstan in the center of the supply reel turns the rollers in the cartridge. The belt
around the tape and the rollers provide resistance and keep the tape taught and tight to the
drive heads.
5. Data is sent from the controller to the read/write heads.
6. The tape is composed of parallel tracks. Data is written from the center out towards the
edge on each pass. Holes in the end of the tape signal when the direction of the tape
needs to be reversed. When it gets to the end, it reverses and moves out one track.

Optical Drive Types

Optical drives include CD and DVD drives. They can be connected via IDE, SCSI, USB,
FireWire, or parallel interfaces. Some optical drives provide only read capabilities, while others
enable users to write, or burn, data to optical disks. Optical drives can be internal or external.
Internal optical drives have a 5.25-inch form factor. The following table describes optical drive
specifications.
CD and DVD drives have varying characteristics and specifications.

Optical
Drive Specifications
CD Compact discs store data on one side of the disc and most hold up to 700 MB of data,
although older discs may only hold up to 650 MB of data. (Some CDs can hold up to
1 GB.) CDs are widely used to store music as well as data. To meet the audio CD
standard, the CD drive on a computer must transfer data at a rate of at least 150 kilo-
bytes per second (150 KB/sec). Most CD drives deliver higher speeds: at least twice
(2X, or double speed) or four times (4X, or quad speed) the audio transfer rate. There
are also drives with much higher transfer rates. CD drives use one of two special file
systems: CDFS (Compact Disc File System) or UDF (Universal Disc Format).
DVD Digital video discs can typically hold 4.7 GB on one side of the disc; it is possible to
write to both surfaces of the disc, in which case the disc can hold up to 9.4 GB. DVD
drives access data at speeds from 600 KB/sec to 1.3 MB/sec. Because of the huge
storage capacity and fast data access, DVD discs are widely used to store full-length
movies and other multimedia content. DVD drives use UDF as the file system.

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Solid State Storage Types

Solid state storage comes in several formats, many of which are used in external devices such
as digital cameras or personal digital assistants (PDAs). The following table describes solid
state storage device specifications.

Solid State Storage

Device Specifications
USB flash drives USB flash drives come in several form factors, including thumb drives
and pen drives. Thumb drives are small, varying from 50 to 70 mm
long, 17 to 20 mm wide, and 10 to 12 mm tall. Data-storage capacities
vary, from 128 MB up to 16 GB. Data-transfer rates also vary, from 700
KB/sec to 28 MB/sec for read operations, and from 350 KB/sec to 15
MB/sec for write operations.
Flash drives Flash-memory-based disks do not need batteries, allowing makers to
replicate standard disk drive form factors (2.5-inch and 3.5-inch). Flash
Solid State Disks (SSDs) are extremely fast since these devices have no
moving parts, eliminating seek time, latency, and other electromechani-
cal delays inherent in conventional disk drives.
CompactFlash cards CompactFlash cards are flash memory cards that are 43 mm long x 36
mm wide. Type I is 3.3 mm thick and Type II is 5 mm thick. They hold
8 MB to 8 GB or more and have a 50-pin contact. Transfer speeds up to
66 MB/sec are possible.
SmartMedia cards SmartMedia cards are flash memory cards that are 45 mm long x 37
mm wide x 0.76 mm thick. They can hold from 2 to 128 MB and can
transfer data at speeds up to 8 MB/sec.
xD-Picture Cards xD-Picture Cards (xD) are flash memory cards that are 20 mm long x
25 mm wide x 1.7 mm thick. They can hold from 16 MB to 2 GB with
plans for up to 8 GB. Data transfer rates range from 4 to 15 MB/sec for
read operations and from 1.3 to 9 MB/sec for write operations.
Memory Sticks Memory Sticks (MS) are flash memory cards that are 50 mm long x
21.5 mm wide x 2.8 mm thick. They can hold from 4 MB to 8 GB and
are used extensively in Sony products. Data transfer rates are 2.5
MB/sec for read operations and 1.8 MB/sec for write operations. Other
versions include Memory Stick Pro (50.0 mm x 21.5 mm x 2.8 mm,
holds up to 4GB, 20 MB/sec transfer rate, 1.875 MB/sec for write
operations), Memory Stick Duo (31.0 mm x 20.0 mm x 1.6 mm, holds
up to 128 MB, 20 MB/sec transfer rate), Memory Stick Pro Duo (31.0
mm x 20.0 mm x 1.6 mm, holds up to 2 GB, 20 MB/sec transfer rate,
1.875 to 10 MB/sec for write operations), and Memory Stick Micro
(15.0 mm x 12.5 mm x 1.2 mm, holds up to 1 GB, 20 MB/sec transfer
rate).
Secure Digital (SD) cards The original SD Memory Card is 32 mm long, 24 mm wide, and 2.1
mm tall. The miniSD Card measures 21.5 mm by 20 mm by 1.4 mm,
and the microSD/TransFlash Card measures 15 mm by 11 mm by 1 mm.
SD Memory Cards are currently available in several capacities, up to 4
and 8 GB. Data transfer rates range from 10 MB/sec to 20 MB/sec.

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Solid State Storage

Device Specifications
MultiMediaCards (MMC) MultiMediaCards are 32 mm long by 24 mm wide by 1.5 mm tall.
Reduced Size MMCs (RS-MMCs) and MMCmobile cards are 16 mm by
24 mm by 1.5 mm. MMCmini cards are 21.5 mm by 20 mm by 1.4
mm, and MMCmicro cards are 12 mm by 14 mm by 1.1 mm. These
cards can hold up to 8 GB, and data transfer rates can reach 52 MB/sec.

Storage Device Power Connectors

Every internal storage device uses one of several types of power connectors to get electrical
power from the computer’s power supply.

Power Connector Internal Storage Devices that Use It

Berg connectors are used to supply power to floppy
disk drives and some tape drives.

Berg
Molex connectors are used to supply power to Parallel
ATA drives, optical drives, and SCSI drives.

Molex
SATA power connectors are used to supply power to
Serial ATA drives.

SATA power connector

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Hot Swapping
Definition:
Hot swapping is a type of hardware replacement procedure where a component can be
replaced while the main power is still on. Also called hot plug or hot insertion, hot swap is a
feature of USB and FireWire devices, enabling you to install an external drive, network
adapter, or other peripheral without having to power down the computer. Hot swapping can
also refer to the system’s ability to detect when hardware is added or removed.

Windows Plug and Play facilitates hot swapping by recognizing new devices and installing the
needed drivers.

Example:

Figure 5-2: Hot swapping.

Warm Swap and Cold Swap

Similar to hot swapping, warm swapping enables you to replace components without turning
the power off, but the component that you’re replacing should not be functioning during the
swap. Cold swap refers to powering down the system before replacing a component or install-
ing a component and having to force the operating system to detect the new hardware.

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Drive Images
Definition:
A drive image is a computer file containing the complete contents and structure of a data-
storage medium or device. Often used in disk cloning, or the transfer of one hard disk’s
contents to another disk, drive images can streamline the setup of new computers, the installa-
tion of operating systems and applications, and the replacement of an installed hard drive. Disk
imaging software is sometimes included when you buy a hard disk drive, and more generic
third-party solutions are also available.

Example:

Figure 5-3: Drive images.

Disk Partition Types

A disk partition is an isolated section of a disk that functions like a separate physical drive.
Partitions enable you to create a logical disk structure to organize hard drives. You can parti-
tion a drive through the operating system software or by using third-party disk utilities. After
you create a partition, you must format it to be able to store data on that partition.

To create a dual-boot system, you might need to create a partition for each operating system
that you want to install. However, you could also implement what is known as hardware virtual
machines, where virtualization software can enable you to run several different operating sys-
tems on one machine. Examples of virtualization software include VMware® and Microsoft
Virtual PC.

There are several types of disk partitions.

Disk Partition
Type Description
Primary A disk partition that can contain one file system or logical drive. Sometimes
referred to as volumes.
Active A primary partition that is bootable and holds the operating system.
Extended An extended partition can contain several file systems, which are referred to as
logical disks or logical drives.
Logical A part of a physical disk drive that has been partitioned and allocated as an
independent unit and functions as a separate drive.

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You are generally limited to four partitions per hard disk. If you need more partitions on a disk,
you can make one of them an extended partition, and then create logical drives within it as
necessary.

Format Types
There are two types of formatting for hard disks:
● Low-level formatting is the process of writing track and sector markings on a hard disk.
This level of formatting is performed when the hard disk is manufactured.
● High-level formatting is an operating system function that builds file systems on drives
and partitions. It tests disk sectors to verify that they can be reliably used to hold data. It
marks any unreliable sectors as bad sectors which cannot be used.

The Windows Disk Management Utility

The Windows Disk Management utility, located in the Computer Management console, enables
you to create, view, and manage disks. You can perform disk-related tasks such as creating
partitions and volumes, formatting them, and assigning drive letters.

Figure 5-4: The Windows Disk Management utility.

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Internal Storage Device Installation

Considerations
There are a number of factors you should keep in mind when attempting to install an internal
storage device.

Factor Description
Placement Make sure you place the storage device where it will get good air flow to avoid
overheating the device.
Total air flow Make sure there’s enough total air flow to handle whatever heat the new storage
device will add to the computer.
Power Make sure that the storage device won’t cause the computer to exceed the capac-
ity of its power supply.
Device drivers Make sure that you have the appropriate device drivers for the operating system
of the computer on which you plan to install the new storage device. If necessary,
download the device drivers from the device manufacturer’s website.

Storage Device Configuration and Optimization

Requirements
There are several configuration and optimization requirements you must review before install-
ing a storage device.

Storage Device Configuration and Optimization Requirements

External USB device If you plan to install a USB external storage device, you will get the best
possible performance from the device if you connect it to a port or hub
that supports USB 2.0. Keep in mind that many hubs drop all ports down
to the slower USB 1.1 speed if you connect any USB 1.1 devices. Try
not to connect a slower speed device to the same hub in which you plan
to connect a USB 2.0 storage device.
Internal PATA hard disk If you plan to install an internal PATA hard drive, make sure you jumper
drive it properly. If the drive is the only drive in the computer, you must
jumper it as a single drive. If the drive is the second drive in the com-
puter, you must jumper the drive as the second (slave) drive in a two-
drive configuration and the first drive as the master drive.
Internal or external SCSI If you plan to install a SCSI storage device, keep in mind that SCSI
device devices require unique SCSI IDs. Some storage devices require you to
configure this ID using a jumper or the device’s installation software.
Some SCSI controllers require you to manually install a terminator on the
last device in the SCSI chain. Make sure you review the documentation
for the SCSI controller and the new device you are installing to determine
whether you need to install a terminator.

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Storage Device Configuration and Optimization Requirements

Any storage device Most computers automatically detect newly installed hard drives when
you power them on. If a computer doesn’t, run the computer’s CMOS
setup program to configure the computer to recognize the new hard drive.
In some cases, particularly with SCSI hard drives, you might have to run
manufacturer-specific installation software before the computer will rec-
ognize the new hard drive.

How to Select, Install, and Configure Storage

Devices
Procedure Reference: Select Storage Devices for Installation
There are a number of factors you should consider when choosing a storage device for a
computer. To select a storage device for installation:
1. Do you want to install an internal or an external device?
2. If you want to install an internal device, ask yourself the following questions:
a. Does the computer have existing internal storage devices? If it does, what interface
do these devices use (PATA, SCSI, or SATA)? Is there room on the controller of
these devices for an additional device? For example, if the computer uses devices
with the SATA interface, are there already two devices connected to the controller? If
there are, you will need to purchase an additional SATA controller before you can
add another SATA device. If you do not have room on the controller for an addi-
tional storage device, you must purchase both the storage device and a controller. In
addition, make sure that the computer has an available slot for the controller.

Keep in mind that you can’t install a SATA hard drive on a PATA controller.

b. Does the computer have an available power supply cable to supply power to the
device? If it doesn’t, you can’t add another internal storage device to the computer.
You must add an external device.
c. Does the computer have an available drive bay for the storage device? Most hard
drives require a 3.5” drive bay; most tape drives, optical drives, and floppy drives
require a 5.25” drive bay. If you want to install a hard drive in a 5.25” drive bay,
you will need drive rails.
d. Do you have the necessary data cables to connect the storage device to the control-
ler?
3. If you want to install an external storage device, ask yourself the following questions:
a. What interface does the external storage device require (USB, FireWire, or SCSI)?
● If the external storage device uses USB 2.0, does the computer support it?

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● If the external storage device uses FireWire, is there an available FireWire port
in the computer? If not, you must buy and install a Firewire controller. Make
sure the computer has an available slot for the FireWire controller before pur-
chasing one.
● If the external storage device uses SCSI, is there room on the SCSI chain for an
additional device?
b. Do you need a cable to connect the external storage device to the computer?
c. Do you have an available source of power for the storage device?
4. If you are installing additional hard drives in order to increase the computer’s reliability,
do you have a controller that supports a Redundant Array of Independent Disks (RAID)?
If not, the computer must use an operating system that supports RAID (Windows 2000,
Windows XP, Windows Server 2003, or Windows Vista). Note that it would be quite
unusual to implement RAID on a desktop system.

Procedure Reference: Install a Parallel ATA Hard Disk Drive

To install a Parallel ATA (IDE) hard disk drive:
1. If necessary, shut down the computer, unplug all peripherals and the power cord, and
open the computer case.
2. If necessary, remove the original Parallel ATA disk drive.
a. Disconnect the data and power cables from the drive.
b. Unscrew the drive from the bay and slide it out of the bay.
c. If you are removing the master drive, reset the jumpers on other drives if necessary.
3. Locate an available drive bay, Parallel ATA data connection on the Parallel ATA data
cable, and a power connector.
4. Set the jumpers for cable select, master, or slave, as appropriate to your needs. There is
usually a sticker on the top of the drive that specifies the jumper settings for each of these
functions. If there is not a sticker, then the documentation for the drive will include this
information.
● If the drive is the first drive on the channel, it should be configured as cable select or
the master.
● If the drive is the second drive on the channel, it should be configured as cable select
or the slave.
● If cable select is not available on your system, you should use the slave setting.
5. If necessary, attach rails to the drive to fit in the drive bay.
6. Slide the drive into the bay, and then connect the data and power cables.
7. Restart the system, and if necessary, access CMOS setup to specify the drive type. You
might need to know the number of cylinders, heads (tracks), and sectors on the disk as
part of the CMOS setup procedure. You can usually find this information printed on a
label on the drive or in the documentation that came with the drive.

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8. Prepare the new hard disk drive for use. If you are installing an additional hard drive, you
can use Windows Disk Management to prepare the new drive.
a. Log on to Windows.
b. Open Computer Management.
c. In the left pane, click Disk Management.
d. Right-click the new disk, and choose New Partition.
e. Follow the New Partition Wizard prompts to partition and format the new drive.
f. Close the Computer Management console.
9. If necessary, transfer data to the new disk. You can use disk imaging software to accom-
plish this.

Procedure Reference: Install an Internal SCSI Hard Disk Drive

To install an internal SCSI hard drive:
1. If necessary, shut down the computer, unplug all peripherals and the power cord, and
open the computer case.
2. Set the drive ID on the drive. A sticker on the drive or the drive documentation will show
how to set the ID and any other settings required to successfully install the drive.
3. Determine which device is at the end of the chain and terminate each end of the chain.
Remove termination from any other devices in the SCSI chain. Termination is accom-
plished by changing jumper settings, switches, or by physically inserting a termination
plug into the port. Refer to the documentation for the device to determine how termina-
tion is accomplished on the particular device you are working with.
4. Insert the drive in an available drive bay. If you are using a 5.25-inch drive bay and a
3.5-inch drive, you will need to install the drive using rails to adapt the drive to the larger
bay.
5. Connect the SCSI cable from the host bus adapter to the drive.
6. Connect the power cable to the drive. Most modern systems have plenty of power con-
nectors for all of the internal devices you might install. Some systems might run out of
connectors, though. If this happens, you can purchase splitters to enable two (or more)
devices to be connected to one existing power connection to the power supply.
7. Restart the system. If prompted, access CMOS setup and set the disk type, and then exit
CMOS and save the settings.

Prepare the new hard disk drive for use. If you are installing an additional hard drive, you
can use Windows Disk Management to prepare the new drive.
a. Log on to Windows.
b. Open Computer Management.
c. In the left pane, click Disk Management.
d. Right-click the new disk, and choose New Partition.
e. Follow the New Partition Wizard prompts to partition and format the new drive.
f. Close the Computer Management console.
8. If necessary, transfer data to the new disk. You can use disk imaging software to accom-
plish this.

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Procedure Reference: Install an External SCSI Drive

To install an external SCSI drive:
1. Connect the SCSI cable to the device and the other end of the cable to the SCSI port on
the computer, being sure not to confuse the SCSI port with the parallel port.
2. If the SCSI device is the last device in the SCSI chain, terminate the device; if it is not
the last device in the chain, remove termination from the device.
3. If you are adding additional SCSI devices to the chain, repeat steps 1 and 2, being sure to
only terminate the last device in the chain.
4. Test that all devices in the chain function properly.
5. Prepare the new hard disk drive for use. If you are installing an additional hard drive, you
can use Windows Disk Management to prepare the new drive.
a. Log on to Windows.
b. Open Computer Management.
c. In the left pane, click Disk Management.
d. Right-click the new disk, and choose New Partition.
e. Follow the New Partition Wizard prompts to partition and format the new drive.
f. Close the Computer Management console.
6. If necessary, transfer data to the new disk. You can use disk imaging software to accom-
plish this.

Procedure Reference: Install a Serial ATA Hard Disk Drive

To install a Serial ATA hard disk drive:
1. If necessary, shut down the computer, unplug all peripherals and the power cord, and
open the computer case.
2. Locate an available drive bay, power connector, and the Serial ATA interface connector on
the system board or Serial ATA host adapter.
3. Attach the drive interface and power cables to the drive.
4. Attach the drive interface cable to the Serial ATA interface connector.
5. Attach the power cable to the power supply.
6. If necessary, attach rails to the drive to fit in the drive bay.
7. Slide the drive into an available drive bay, and secure it using the supplied mounting
screws.
8. Restart the system, and if necessary, access CMOS setup to force the system to recognize
the drive. Because Serial ATA is a relatively new interface type, some systems might rec-
ognize the drive as a SCSI device if you are using a Serial ATA host adapter. This does
not affect the performance or capacity of the drive, so you do not need to take any action.

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9. Prepare the new hard disk drive for use. If you are installing an additional hard drive, you
can use Windows Disk Management to prepare the new drive.
a. Log on to Windows.
b. Open Computer Management.
c. In the left pane, click Disk Management.
d. Right-click the new disk, and choose New Partition.
e. Follow the New Partition Wizard prompts to partition and format the new drive.
f. Close the Computer Management console.
10. If necessary, transfer data to the new disk. You can use disk imaging software to accom-
plish this.

Procedure Reference: Install a Floppy Disk Drive

To install a floppy disk drive:
1. If necessary, shut down the computer, unplug all peripherals and the power cord, and
open the computer case. You might also need to remove the front cover.
2. If necessary, remove the original floppy disk drive.
a. Disconnect the power connector from the rear of the floppy disk drive.
b. Disconnect the controller cable from the rear of the floppy disk drive.
c. Remove the screws, brackets, or clips that mount the floppy disk drive in the chassis
bay.
d. Slide the floppy disk drive out of its bay.

If the floppy disk drive is inside a cage, removing the drive can be more compli-
cated than this.

3. Insert the floppy disk drive into its bay.

4. Mount the floppy disk drive to the chassis using the appropriate screws, brackets, or clips.
5. Connect the controller cable to the rear of the floppy disk drive.
6. Connect the power connector to the rear of the floppy disk drive.
7. Start the system and verify that the floppy disk drive works properly.

Procedure Reference: Install an Optical Drive

To install an optical drive:
1. Determine whether the optical disc drive should be installed internally within the PC by
Parallel ATA (IDE) or SCSI connection, or externally by USB, FireWire, or Parallel
interface.
2. If the optical drive should be installed internally, shut down the computer, unplug all
peripherals and the power cord, and open the computer case. You might also need to
remove the front cover.

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3. If necessary, install the Parallel ATA optical drive.

a. Locate an available drive bay, Parallel ATA data connection on the Parallel ATA con-
troller cable, audio cable, and a power connector.
b. Set the jumpers for cable select, master, or slave, as appropriate to your needs. There
is usually a sticker on the top of the drive that specifies the jumper settings for each
of these settings. If there is not a sticker, then the documentation for the drive will
include this information.
c. If necessary, attach rails to the drive to fit in the drive bay.
d. Slide the drive into the bay, and then connect the controller, audio, and power cables.
e. Restart the system, and if necessary, access CMOS setup to specify the drive type.
You might need to know the number of cylinders, heads (tracks), and sectors on the
disk as part of the CMOS setup procedure. You can usually find this information
printed on a label on the drive or in the documentation that came with the drive.
f. Verify that you can read data from the optical drive.
4. If necessary, install the SCSI optical drive.
a. Set the drive ID on the drive. A sticker on the drive or the drive documentation will
show how to set the ID and any other settings required to successfully install the
drive.
b. Determine which device is at the end of the chain and terminate each end of the
chain. Remove termination from any other devices in the SCSI chain.
c. Insert the drive in an available drive bay. If you are using a 5.25-inch drive bay and
a 3.5-inch drive, you will need to install the drive using rails to adapt the drive to the
larger bay.
d. Connect the SCSI cable from the host bus adapter to the drive.
e. Connect the power cable to the drive.
f. Restart the system. If prompted, access CMOS setup and set the disk type, and then
exit CMOS and save the settings.
g. Verify that you can read data from the optical drive.
5. If necessary, install the external optical drive.
a. Some devices require that you install the drivers before connecting the device to the
system. Read the documentation that came with your device before proceeding.
b. With the computer and device turned off, connect the appropriate cable between the
device and the system.
c. If necessary, connect the AC adapter to the device and plug it into an electrical
outlet.
d. Turn on the device and the computer.
e. If necessary, install appropriate drivers for the device.
f. Verify that you can read data from the optical drive.

Procedure Reference: Install a Tape Drive

To install a tape drive:
1. Determine whether the tape drive should be installed internally within the PC by Parallel
ATA (IDE) or SCSI connection, or externally by USB, FireWire, or Parallel interface.

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2. If the tape drive should be installed internally, shut down the computer, unplug all periph-
erals and the power cord, and open the computer case. You might also need to remove the
front cover.
3. If necessary, install the Parallel ATA tape drive.
a. Locate an available drive bay, Parallel ATA data connection on the Parallel ATA con-
troller cable, and a power connector.
b. Set the jumpers for cable select, master, or slave, as appropriate to your needs. There
is usually a sticker on the top of the drive that specifies the jumper settings for each
of these settings. If there is not a sticker, then the documentation for the drive will
include this information.
c. If necessary, attach rails to the drive to fit in the drive bay.
d. Slide the drive into the bay, and then connect the controller and power cables.
e. Restart the system, and if necessary, access CMOS setup to specify the drive type.
f. Verify that you can write data to and read data from the tape drive.
4. If necessary, install the SCSI tape drive.
a. Set the drive ID on the drive. A sticker on the drive or the drive documentation will
show how to set the ID and any other settings required to successfully install the
drive.
b. Determine which device is at the end of the chain and terminate each end of the
chain. Remove termination from any other devices in the SCSI chain.
c. Insert the drive in an available drive bay. If you are using a 5.25-inch drive bay and
a 3.5-inch drive, you will need to install the drive using rails to adapt the drive to the
larger bay.
d. Connect the SCSI cable from the host bus adapter to the drive.
e. Connect the power cable to the drive.
f. Restart the system. If prompted, access CMOS setup and set the disk type, and then
exit CMOS and save the settings.
g. Verify that you can write data to and read data from the tape drive.
5. If necessary, install the external tape drive.
a. Some devices require that you install the drivers before connecting the device to the
system. Read the documentation that came with your device before proceeding.
b. With the computer and device turned off, connect the appropriate cable between the
device and the system.
c. If necessary, connect the AC adapter to the device and plug it into an electrical
outlet.
d. Turn on the device and the computer.
e. If necessary, install appropriate drivers for the device.
f. Verify that you can write data to and read data from the tape drive.

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Procedure Reference: Install an Internal Solid State Storage Device

Solid state storage devices vary widely in implementation. Read the documentation that
accompanies the solid state storage device you are installing before you attempt the
installation. To install an internal solid state storage device:
1. If necessary, shut down the computer, unplug all peripherals and the power cord, and
open the computer case.
2. Determine if the device uses a Parallel ATA or SCSI connection.
3. If necessary, install the Parallel ATA solid state storage device.
a. Locate an available drive bay, Parallel ATA data connection on the Parallel ATA con-
troller cable, and a power connector.
b. Set the jumpers for cable select, master, or slave, as appropriate to your needs. There
is usually a sticker on the top of the drive that specifies the jumper settings for each
of these settings. If there is not a sticker, then the documentation for the drive will
include this information.
c. If necessary, attach rails to the drive to fit in the drive bay.
d. Slide the drive into the bay, and then connect the controller and power cables.
e. Restart the system, and if necessary, access CMOS setup to specify the drive type.
f. Verify that you can write data to and read data from the solid state drive.
4. If necessary, install the SCSI solid state drive.
a. Set the drive ID on the drive. A sticker on the drive or the drive documentation will
show how to set the ID and any other settings required to successfully install the
drive.
b. Determine which device is at the end of the chain and terminate each end of the
chain. Remove termination from any other devices in the SCSI chain.
c. Insert the drive in an available drive bay. If you are using a 5.25-inch drive bay and
a 3.5-inch drive, you will need to install the drive using rails to adapt the drive to the
larger bay.
d. Connect the SCSI cable from the host bus adapter to the drive.
e. Connect the power cable to the drive.
f. Restart the system. If prompted, access CMOS setup and set the disk type, and then
exit CMOS and save the settings.
g. Verify that you can write data to and read data from the solid state drive.

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DISCOVERY ACTIVITY 5-1

Selecting a Storage Device
Scenario:
You’re servicing a customer’s computers. You have been asked to order storage devices to
upgrade a number of the computers.

1. You have been asked to order an internal hard drive for one of the customer’s
computers. The customer has heard about the increased performance of SATA
drives and would like you to purchase one for the computer. What question should
you ask first before ordering a new SATA hard drive?
a) Does the computer have an available drive bay for the drive?
b) Does the computer have an available power supply cable for the new drive?
c) Does the computer have existing storage devices?
d) Do you have the necessary data cable to connect the drive to the controller?

2. True or False? You can attach a Serial ATA hard drive as a second drive on a Parallel
ATA data cable.
True
False

3. A user wants to transfer several megabytes of data between two computers that are
not connected by a network. What storage device would you recommend?
a) A USB thumb drive.
b) A floppy disk.
c) An external tape drive.
d) An internal optical drive.

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ACTIVITY 5-2
Installing Internal Storage Devices
Setup:
To complete this activity, you will need the following hardware components. If you do not
have these available, you can remove and reinstall the existing hardware.
● A second hard drive and an empty drive bay. If you have a Parallel ATA drive, you will
also need an available connection on the Parallel ATA cable. If you have a SCSI drive,
you will also need an installed SCSI host bus adapter (HBA).
● A floppy disk drive that is compatible with your system.
● An optical drive that is compatible with your system.
● Available power connections for the devices you are adding to the system.
● Optionally, rails to allow smaller drives to fit into larger drive bays.

Scenario:
You have been assigned the task of refurbishing a computer for a user. This computer has a
single functioning hard drive, a floppy disk drive that needs to be replaced, and an optical
drive that needs to be replaced. The user needs a significant amount of local storage space,
and the following internal storage devices have been allocated for use in this project:
● A second hard disk drive
● A floppy drive
● A Parallel ATA optical drive

There is a simulated version of this activity available on the CD-ROM that shipped with this
course. You can run this simulation on any Windows computer to review the activity after
class, or as an alternative to performing the activity as a group in class. The activity simula-
tion can be launched either directly from the CD-ROM by clicking the Interactives link and
navigating to the appropriate one, or from the installed data file location by opening the C:\
085820Data\Simulations\Lesson#\Activity# folder and double-clicking the executable (.exe)
file.

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What You Do How You Do It

Add a hard disk drive to the system

1. Locate available bay, power, and a. Power off the system, unplug all
data connection resources for the peripherals and the power cord, and
new hard disk drive. open the computer case.

b. Locate an available drive bay and

determine if the bay is the same form
factor as the drive. If you are using a
5.25-inch drive bay and a 3.5-inch drive,
you will need to install the drive using rails
to adapt the drive to the larger bay.

c. Locate an available data connection on

the data cable. If necessary, connect a
Parallel ATA data cable to the Parallel
ATA controller connection on the sys-
tem board.

d. Locate an available power connector. If

necessary, connect a power splitter to
an existing power connection.

2. Prepare the drive for installation. a. If you are installing a Parallel ATA drive,
set the jumpers or switches to Cable
Select or Slave.

b. If you are installing a SCSI drive, set the

SCSI ID to an unused ID number. If the
drive is at the end of the SCSI chain, ter-
minate the device and, if necessary,
remove termination from the previously
terminated device.

c. If necessary, attach rails to the drive to

fit in the bay.

3. Install the hard disk drive into the a. Slide the drive into the bay.
system.
b. Connect the data cable to the drive.

c. Connect the power cable to the drive.

d. Secure the drive to the bay chassis

with screws.

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4. Verify that the drive is accessible. a. Plug all peripherals back into the
system.

You can leave the case open until the

end of the activity.

b. Restart the system.

c. If prompted, access CMOS, set the disk

type according to the drive documenta-
tion, and then exit CMOS and save
your settings.

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5. Partition and format the new drive a. Log on to Windows as Admin##.

as an NTFS drive.
b. On the Desktop, right-click My Com-
puter and choose Manage.

c. In the left pane, click Disk Management.

d. Right-click the unallocated space for

Disk 1. The new disk is all unallocated.

e. Choose New Partition. The New Partition

Wizard starts.

f. Click Next.

g. With Primary Partition selected, click

Next.

h. Accept the defaults for partition size

and click Next.

i. Accept the default drive letter and click

Next.

j. Format the partition as NTFS using

Default as the Allocation Unit Size and
New Volume as the Volume Label. Click
Next.

k. Click Finish.

l. Close Disk Management.

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Replace the floppy disk drive

6. Remove the floppy disk drive from a. Shut down the computer, and unplug
the computer. the power cord from the power supply.

b. Disconnect the power connector from

the rear of the floppy disk drive.

c. Disconnect the controller cable from

the rear of the floppy disk drive.

d. Remove the screws, brackets, or clips

that mount the floppy disk drive in the
chassis bay.

e. If necessary, remove the front cover.

f. Slide the disk drive out of its bay.

g. Examine the controller cable connec-

tors and power cable connector on the
rear of the drive. This data cable and
power cable are different than those used
on the hard drives.

7. Connect the new floppy drive to a. Insert the floppy disk drive into its bay.
the system.
b. Mount the floppy disk drive to the
chassis using the appropriate screws,
brackets, or clips.

c. Connect the controller cable to the rear

of the floppy disk drive.

d. Connect the power connector to the

rear of the floppy disk drive.

e. Reconnect the power cord to the power

supply, start the system, and verify that
the floppy disk drive was properly
installed.

To verify the floppy disk drive is func-

tional, you can try to access data
from a floppy disk or open My Com-
puter to verify that the A drive is
visible.

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Replace the optical drive

8. Remove the old optical drive from a. Shut down the computer, and unplug
the computer. the power cord from the power supply.

b. Disconnect the power connector from

the rear of the optical drive.

c. Disconnect the controller cable from

the rear of the optical drive.

d. Disconnect the audio cable from the

rear of the optical drive.

e. Remove the screws, brackets, or clips

that mount the optical drive in the
chassis bay.

f. Slide the optical drive out of its bay.

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9. Install the new optical drive in the a. If you are installing a Parallel ATA optical
computer. drive, examine the controller cable con-
nectors and the jumper block for
master/slave configuration on the rear
of the drive. Verify that the optical drive
is set as master/single.

b. If you are installing a SCSI optical drive,

set the SCSI ID to an unused ID
number. If the drive is at the end of the
SCSI chain, terminate the device and, if
necessary, remove termination from the
previously terminated device.

c. Insert the optical drive into its bay.

d. Mount the optical drive to the chassis

using the appropriate screws, brackets,
or clips.

e. Connect the controller cable to the rear

of the optical drive. Make sure the col-
ored stripe on the controller cable lines
up with Pin 1 on the drive.

f. Connect the audio cable to the audio

out connector at the rear of the optical
drive.

g. Connect the power connector to the

rear of the optical drive.

Reconnect the power cord to the power

supply, and start the system.

h. Verify that you can read data from the

optical drive.

i. Close the computer case.

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TOPIC B
Install and Configure Power Supplies
In the previous topic, you installed and configured storage devices. The next system compo-
nents you’ll focus on are power supplies. In this topic, you will install and configure a power
supply in a computer.
Underpowered systems, especially older systems with relatively small power supplies, can
experience lockups, random reboots, and other quirky behavior. If you are upgrading compo-
nents, you might exceed the capacity of the current power supply. Replacing it with an
adequate power supply can prevent system power problems and keep the number of support
calls down.

Power Supply Form Factors

Like system boards and other components, there are several form factors available for power
supplies.

Power Supply Form

Factor Description
AT Used in AT form factor cases and with AT or Baby AT system boards.
Dimensions are 213 x 150 x 150 mm. Found in older desktops and
towers. AT power supplies have physical on-off switches.
ATX Used in ATX and NLX cases and with ATX and NLX system boards.
Dimensions are 150 x 140 x 86 mm. Found in desktops and towers.
ATX power supplies do not have physical on-off switches. The system
board actually controls the power state of the ATX power supply.
Proprietary Some computer manufacturers use system board form factors that do
not conform to standards such as ATX, NLX, and BTX. It’s likely that
these proprietary system boards will require nonstandard power supply
form factors as well, although you might be able to use an ATX power
supply.

Power Supply Wattage

Power supply specifications are given in watts. A watt is volts times amps (voltage x amperes).
Older systems typically had power supplies under 200 watts and often even under 100 watts.
Newer power supplies typically have wattages ranging from 200 to 500 watts. Because of their
increased power demands, computers designed for games can have power supplies with watt-
ages from 500 watts up to 1 kilowatt.

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Power Requirements
Each component in a personal computer has different power requirements.

Component Voltage and Power Requirements

ISA bus ● Voltage: 5 V
● Power: 12.1 watts
PCI bus ● Voltage: 3.3 or 5 V
● Power: 56.1 watts
AGP bus ● Voltage: 3.3 or 5 V
● Power: 25, 50, or 110 watts
PCI card ● Voltage: 3.3 or 5 V
● Power: 5 watts
AGP card ● Voltage: 3.3 or 5 V
● Power: 20 to 30 watts
SCSI PCI card ● Voltage: 3.3 or 5 V
● Power: 20 to 25 watts
Floppy drive ● Voltage: 5 V
● Power: 5 watts
RAM ● Voltage: 3.3 V for DIMMs, 5 V for SIMMs
● Power: 10 watts for every 128 MB of RAM
7200 RPM hard drive ● Voltage: 5 V for logic, 12 V for motor
● Power: 5 to 15 watts
1 GHz Pentium III CPU ● Voltage: 3.3 V
● Power: 34 watts
1.7 GHz Pentium 4 CPU ● Voltage: 3.3 V
● Power: 65 watts
300 MHz Celeron CPU ● Voltage: 3.3 V
● Power: 18 watts
600 MHz AMD Athlon ● Voltage: 3.3 V
CPU
● Power: 45 watts
1.4 GHz AMD Athlon ● Voltage: 3.3 V
CPU
● Power: 70 watts

Although most devices require specific voltages, some devices have different voltage require-
ments depending on use. This is particularly true of memory chips, which vary in voltage
requirements from 1.8 V to 3.3 V, and some can actually function at different voltages (voltage
range).

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Calculating Power Needs

In order to calculate whether your power supply meets your power needs, you will need to add
up the maximum power you might use at one time. A range of maximum power consumption
for various components has been established. Most components use much less than the
maximum. You can check the documentation for the component to determine how much power
it actually will use.

AC Power for Peripherals

Although internal system components rely on the power supply, other devices such as printers
and external modems require their own direct supply of AC power. In such a case, you must
plug the device directly into a source of AC power such as a wall socket or power strip.

CPU Voltages
Even some of the most powerful current CPUs, such as the Intel Core2 Extreme and the AMD
Opteron Dual Core, only use 1.1-1.3 V. Necessary voltage for CPU and RAM is usually
detected by the motherboard (BIOS) and configured appropriately, but sometimes you have to
manually configure it, by accessing the BIOS and entering the appropriate values. The Power
supply will supply 3.3 V for the CPU, RAM, and other devices, but the motherboard regulates
how much they actually get.

Power Supply Safety Recommendations

There are a number of safety precautions you should observe when working with power
supplies.

Safety Precaution Explanation

Check for certification Be sure to purchase power supplies that are certified by the Underwriters
Laboratories, Inc. (UL). UL standard #1950, the “Standard for Safety of
Information Technology Equipment, Including Electrical Business Equip-
ment, Third Edition,” regulates computer power supplies (along with
other components). When it comes to electricity, you don’t want to take a
chance with a non-certified power supply. The risk of electrocution or fire
from a malfunctioning power supply is simply not worth saving a few
dollars by purchasing a low quality power supply.
Replace instead of repairing You run the risk of electrocution if you open a power supply to attempt
the power supply to repair it. Even when you unplug a computer, the power supply can
retain dangerous voltage that you must discharge before servicing it.
Because power supplies are relatively inexpensive, it’s easier (and safer)
to simply replace a failed power supply rather than attempting to repair
it.
Keep the computer case on Make sure that you run computers with their cases on. The fans inside
power supplies are designed to draw air through the computer. When you
remove the cover, these fans simply cool the power supplies and not the
computer’s components. Leaving the case open puts the computer at risk
of overheating.

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Safety Precaution Explanation

Protect the power supply Use a power protection system such as an uninterruptible power supply
(UPS) or surge suppressor to protect each computer’s power supply (and
thus the computer) from power failures, brownouts, surges, and spikes.
You should also make sure that the computer’s power cord is plugged
into a properly grounded electrical outlet. (Three-pronged outlets include
grounding; never use an adapter to plug a computer’s power cord into a
two-pronged electrical outlet.) You can buy a socket tester (available at
hardware stores) to test your outlets if you suspect that they aren’t prop-
erly grounded.

You should also make sure to cover empty slots in the system board with filler brackets. If you
do not install a filler bracket, you reduce the efficiency of the power supply’s fan and increase
the chances of the computer overheating.

Power Supply Selection Tips

There are several criteria you should use when selecting a power supply for a computer.

Criteria Explanation
Power supply rating Make sure that you don’t overload the power supply. Add up the total system
requirements for power and then select a power supply that can meet the
computer’s demands.
Form factor Verify that the power supply will fit in your computer’s case and conform to
your system board’s form factor.
Cooling Ensure that the power supply you select can adequately cool the components
within the computer’s case.

Power Supply Fan

Some power supplies enable you to see the revolutions per minute (RPMs) of the power sup-
ply fan. You can then adjust the fan speed to run at only the speed needed to cool your
system. This can reduce power consumption and save wear and tear on the fan.

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How to Install and Configure Power Supplies

Procedure Reference: Calculate Power Needs
To calculate the amount of power needed for a computer system:
1. Determine the number of watts used by each component in the computer. Make sure you
include the following components:
● System board
● CPU
● RAM
● Hard drives
● CD drives
● DVD drives
● Floppy drives
● Expansion cards
2. Add up all of the power needed by the system components.
3. Look at the label on the power supply to see what the maximum wattage output is.
4. Compare your computation with the power supply output. If you have not exceeded the
power available, you do not need to upgrade. If you have, you will need to obtain a suit-
able power supply and install it.

Procedure Reference: Install and Configure Power Supplies

To install a power supply:

When installing new equipment, always follow the instructions included with the device from
the manufacturer.

1. Remove the existing power supply.

a. Shut down and turn off the system.
b. Toggle the power switch on the computer on and off to discharge any remaining
electricity stored in the computer’s capacitors.
c. Unplug the electrical power cord from the electric outlet and from the power supply.
d. Remove any components needed to access the power supply and its connection to the
system board. Some systems are very cramped inside and components—for example,
drive bay assemblies—might cover the power supply to system board connections,
part of the power supply, or both.
e. Unplug all power connections from devices. Be sure to label each connection to
make it easier for you to reconnect them when you are finished installing the new
power supply.
f. Unplug the power supply from the system board.
g. Unscrew the power supply from the case.
h. Remove the power supply from the case.

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2. Install the replacement power supply.

a. Insert the power supply into the case.
b. Secure the power supply to the case.
c. Plug all power connections to devices.
d. Plug the power supply into the system board.
e. Reinstall any components you removed to access the power supply.
f. Connect the power cord from the power supply to the electrical outlet.
3. Test the new power supply.

To test it, turn on the system, and then try using the components to verify that they are
properly powered. Be sure to test all drives, network connections, and any powered
devices. You can also test the output with a multimeter.

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ACTIVITY 5-3
Replacing a Power Supply
Setup:
You have a power supply to install into the system. If you don’t have another power supply,
you can just reinstall the one you take out.

Scenario:
After calculating the power needed for all of the components added to a user’s system, you
have determined that it exceeds the capacity of the installed power supply.

There is a simulated version of this activity available on the CD-ROM that shipped with this
course. You can run this simulation on any Windows computer to review the activity after
class, or as an alternative to performing the activity as a group in class. The activity simula-
tion can be launched either directly from the CD-ROM by clicking the Interactives link and
navigating to the appropriate one, or from the installed data file location by opening the C:\
085820Data\Simulations\Lesson#\Activity# folder and double-clicking the executable (.exe)
file.

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What You Do How You Do It

1. Remove the existing power supply. a. Shut down and turn off the system.

b. Unplug the power cord from the electri-

cal outlet.

c. To discharge any remaining electricity

stored in the computer’s capacitors,
toggle the power switch on the com-
puter on and off.

d. Remove any components necessary in

order to access the power supply and
its connection to the system board.

e. Unplug all power connections from

devices, marking where each connec-
tion went to as you go.

f. Unplug the power supply from the sys-

tem board.

g. Unscrew the power supply from the

case.

h. Remove the power supply from the

case.

2. Install the replacement power a. Insert the power supply into the case.
supply.
b. Secure the power supply to the case.

c. Plug all power connections into the

devices.

d. Plug the power supply into the system

board.

e. Reinstall any components you removed

to access the power supply.

f. Plug the power cord from the power

supply to the electrical outlet.

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3. Test the power supply. a. Turn on the system.

b. Log on as Administrator.

c. Test all components.

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DISCOVERY ACTIVITY 5-4

Examining Power Supplies
Scenario:
In this activity, you will examine power supplies.

1. When determining the amount of power needed for a computer system, which com-
ponents should you include?
a) CPU
b) RAM
c) System board
d) Expansion cards
e) Peripheral devices

2. When installing and configuring a power supply, what step should you complete
first?
a) Unplug the power supply from the system board.
b) Unplug the electrical power cord from the electric outlet and from the power supply.
c) Toggle the power switch on the computer on and off to discharge any remaining
electricity stored in the computer’s capacitors.
d) Shut down and turn off the system.

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TOPIC C
Install and Configure Memory
In the last topic, you installed a power supply. Providing sufficient electrical power is one way
to ensure that system components run at an acceptable performance level, but it is not the only
solution you should consider. In this topic, you will install and configure memory.
Just as some people say you can never be too rich or too thin, you can never have too much
memory. Adding memory is one of the simplest and most cost effective ways to increase a
computer’s performance, whether it’s on a brand-new system loaded with high-performance
applications or an older system that performs a few basic tasks. One way or the other, upgrad-
ing the memory is a frequent task for any computer service professional.

Memory Modules
Definition:
A memory module is a printed circuit board that holds a group of memory chips that act as a
single memory chip. Memory modules reside in slots on the system board, and they are
removable and replaceable. Memory modules are defined by the number of chips they contain.

Example:

Figure 5-5: A typical memory module.

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Memory Form Factors and Slot Types

Memory modules come in several form factors, and each module will connect to the system
board through a memory slot of a compatible type.

Memory Form Factor Description

Single In-line Memory Generally found in older systems, SIMMs have a 32-bit data path.
Module (SIMM) Because most processors now have a 64-bit bus width, they required that
SIMMs be installed in matched pairs so that the processor could access
the two SIMMs simultaneously. SIMMs generally have 8 memory chips
per module. Only SIMMs can be installed into SIMM slots on the system
board.
Dual In-line Memory Mod- DIMMs are found in many systems, and they have a 64-bit data path.
ule (DIMM) The development of the DIMM solved the issue of having to install
SIMMs in matched pairs. DIMMs also have separate electrical contacts
on each side of the module, while the contacts on SIMMs on both sides
are redundant. DIMMs generally have 16 or 32 chips per module. Only
DIMMs can be installed into DIMM slots on the system board.
Rambus Inline Memory RIMMs have a metal cover that acts as a heat sink. Although they have
Module (RIMM) the same number of pins, RIMMs have different pin settings and are not
interchangeable with DIMMs and SDRAM. RIMMs can be installed only
in RIMM slots on a system board.

Memory Types
Random Access Memory (RAM) is the main memory. The computer can both read the data
stored in RAM and write different data into the same RAM. Any byte of data can be accessed
without disturbing other data, so the computer has random access to the data in RAM. RAM is
volatile and requires a constant source of electricity to keep track of the data it is storing. If
the electricity is cut off, RAM forgets everything.
There are several types of RAM.

Type of RAM Description

SRAM Static RAM is used for cache memory, which is high-speed memory that
is directly accessible by the CPU. It does not need to be refreshed to
retain information. It does not use assigned memory addresses. It is
faster than Dynamic RAM, but it is also more expensive.
DRAM Dynamic RAM is used on single and dual in-line memory modules
(SIMMs and DIMMs). It is the most common type of RAM. It needs to
be refreshed every few milliseconds. Uses assigned memory addresses.
Can be implemented using Synchronous DRAM, Direct Rambus DRAM,
or Double Data Rate SDRAM.
DRDRAM Direct Rambus DRAM is implemented on a RIMM memory module.
SDRAM Synchronous DRAM runs at high clock speeds and is synchronized with
the CPU bus. SDRAM was originally packaged on a 168-pin DIMM.

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Type of RAM Description

DDR SDRAM Double Data Rate SDRAM transfers data twice per clock cycle. It is a
replacement for SDRAM. DDR uses additional power and ground lines
and is packaged on a 184-pin DIMM module.
DDR2 SDRAM DDR2 chips increase data rates over those of DDR chips. DDR2 mod-
ules require 240-pin DIMM slots. Although DDR2 chips are the same
length as DDR, they will not fit into DDR slots.
Sequential Access Memory SAM is volatile memory that holds data in a sequential order. When
(SAM) accessing data, each storage cell is checked until the desired information
is found. Often used for memory buffers where data is stored in the
order it will be used.

RAM Speed
RAM speed is the time needed to read and recharge a memory cell. It’s measured in nanosec-
onds (ns). A nanosecond is one-billionth of a second. The smaller the number, the faster the
RAM. For example, 10 ns RAM is faster than 60 ns RAM.
RAM comes in ever-increasing speeds. The RAM on sale at the local computer store might
work just fine in your system, or it might be older, slower RAM they are trying to move out
of stock.

One of the popular memory manufacturers has an article on the speed of SDRAM at http://
crucial.com/library/sfiles4.asp. They also have another article on the PC100 Standard,
including a discussion on the speed of memory, at http://crucial.com/library/sfiles5.asp.

Older EDO RAM was often 60- to 70-ns speed RAM. Modern RAM that you are likely to
find runs at clock speeds of 100 MHz and 133 MHz. The 100 MHz RAM has a RAM speed
of 10 ns. The 133 MHz RAM has a RAM speed of 6 ns.

The SDRAM used in 168-pin DIMMs has access times in the 6 to 12 nanosecond range.

You need to check what RAM speed is currently installed. All of the RAM in the system runs
at the lowest common speed. It is backward-compatible, so it can run at the lower speed if it
finds slower RAM. Some systems will not run with mixed RAM speeds, but these are not
common. Either way, the RAM will not run any faster than the system board’s bus speed.

DRAM Banks
You can combine multiple rows of DRAM into a cluster called a bank. Each row of DRAM
can then be accessed simultaneously. When creating banks, the goal is to match the width of
the DRAM to the width of the CPU’s external data bus, which will generally be 8-bit, 16-bit,
32-bit, or 64-bit. Expressed another way, the number of SIMMs or DIMMs needed to create a
bank is the width of the CPU’s data bus divided by the width of the SIMM or DIMM. So, for
a CPU with a 32-bit data bus, you need four SIMMs to create a bank.

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Types of ROM
ROM is memory that is non-volatile. The original ROM chips could not be altered after the
program code was placed on the ROM chip. As time went on, though, users needed the ability
to update the information stored on ROM chips. Over the years, various chips have been cre-
ated that perform the function of ROM, but can be updated one way or another. These are
referred to as programmable ROM (PROM). Types of ROM include:
● PROM: A blank ROM chip that is burned with a special ROM burner. This chip can be
changed only once. After the instructions are burned in, it cannot be updated or changed.
● EPROM (erasable PROM): Like PROM, except that the data can be erased through a
quartz crystal on top of the chip. After removing the chip from the system, a UV light is
used to change the binary data back to its original state, all 1s.
● EEPROM (electronically erasable PROM): A chip that can be reprogrammed using soft-
ware from the BIOS or chip manufacturer using a process called flashing. Also known as
Flash ROM. The chip does not need to be removed in order to be reprogrammed.

Memory Selection Tips

There are several factors you should consider when purchasing RAM for a computer.

RAM Characteristics Questions to Ask

Size What is the maximum RAM size supported by the
computer’s system board?
Speed What is the current speed of the RAM in the com-
puter? What is the bus speed of the computer?
System Board Configuration Do you need to install RAM in pairs of memory
modules? What is the size of the connector for
RAM chips?

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DISCOVERY ACTIVITY 5-5

Determining the Appropriate Type of RAM
Scenario:
You’ve been asked to help another A+ technician determine the type and quantity of RAM to
be ordered. He has several questions he needs you to answer before he is able to place the
order with the vendor.

1. Match the type of RAM with its description.

VRAM a. A replacement for SDRAM.
DDR SDRAM b. A special type of DRAM used on
video cards that can be written to and
read from at the same time. It also
requires less refreshing than normal
DRAM.
SRAM c. Volatile memory that holds data in a
sequential order.
DRAM d. Used for cache memory. It does not
need to be refreshed to retain
information. It can use synchronous,
asynchronous, burst, or pipeline burst
technologies.
SAM e. Used on SIMMs and DIMMs. It needs
to be refreshed every few
milliseconds. Uses assigned memory
addresses.

2. True or False? RAM will not run any faster than the system board’s bus speed.
True
False

3. True or False? A nanosecond is one-trillionth of a second.

True
False

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4. In a system that contains RAM modules that run at 6 ns and 10 ns, what speed will
the RAM run at?
a) 4 ns
b) 10 ns
c) 6 ns
d) 16 ns

5. On a typical system with RAM that runs at a speed of 10 ns, you could add RAM that
runs at which speed?
a) 6 ns
b) 10 ns
c) 12 ns

6. The number of SIMMs or DIMMs needed to create a bank is the width of the CPUs
data bus divided by the width of the .

7. On a system with a CPU with a 64-bit data bus, how many SIMMs would you need to
create a bank?
a) 2
b) 4
c) 8
d) 16

8. On a system with a CPU with a 32-bit data bus, how many SIMMs would you need to
create a bank?
a) 2
b) 4
c) 8
d) 16

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How to Install and Configure Memory

Procedure Reference: Add RAM to a Computer
To add RAM to a computer:

Steps may vary depending on your specific system’s documentation.

1. Review the computer’s current configuration to make sure that the computer’s memory
slots aren’t already full.
2. Determine how much RAM is currently installed so that you can determine afterwards if
the new RAM you installed is recognized. You can check the CMOS settings or use the
System Properties dialog box in Windows XP to verify the amount of RAM.

To check the RAM through System Properties:

a. From the Start menu, choose My Computer.
b. In the System Tasks box on the left side of the window, click View System
Information.
3. Shut down your computer and disconnect the power cord. Press and hold the power but-
ton down for 10–30 seconds to release any stored energy in the system.
4. Discharge any static electricity from yourself or your clothes. Although this is always
important to do, it is especially important to do when working with memory cards. These
components are more delicate and more easily damaged by static charges than other sys-
tem components.
5. Locate an empty memory expansion socket on the system board, or, if there are no empty
slots, remove a smaller memory module to make room for one containing more memory.

To remove an existing memory module:

a. Press down on the ejection tabs.
b. Firmly grasp the memory module and pull it out of the slot.
6. Align the notches in the connector edge of the memory module with the notches in the
memory expansion socket, and then firmly press the memory module down into the
socket.
7. If the ejection tabs did not lock into the notches on the ends of the memory module, push
them up until they lock.
8. Restart the computer.
9. Follow any on-screen prompts or perform any steps described in your computer’s docu-
mentation for getting the computer to recognize additional memory. This is not required
on all computers.

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10. Verify that the additional memory was recognized by the system.

Figure 5-6: Adding RAM to a computer.

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ACTIVITY 5-6
Adding RAM to a Computer
Scenario:
The computers your organization purchased have been performing sluggishly. Additional
RAM has been purchased for these computers.

There is a simulated version of this activity available on the CD-ROM that shipped with this
course. You can run this simulation on any Windows computer to review the activity after
class, or as an alternative to performing the activity as a group in class. The activity simula-
tion can be launched either directly from the CD-ROM by clicking the Interactives link and
navigating to the appropriate one, or from the installed data file location by opening the
C:\085820Data\Simulations\Lesson#\Activity#folder and double-clicking the executable
(.exe) file.

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What You Do How You Do It

1. Determine how much RAM is cur- a. If necessary, log in to the computer as

rently installed. Admin## with a password of !Pass1234
(where the ## is your student number).

b. From the Start menu, choose My

Computer.

c. Click View System Information.

2. How much memory is currently installed?

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3. Install more memory in the system. a. Shut down your computer.

b. Disconnect the power cord.

c. Discharge any static electricity from

yourself and your clothes.

d. Locate the memory expansion sockets

in your system.

e. If there are no empty memory expansion

sockets or you don’t have a memory mod-
ule to practice with, push the ejector
tabs on each end of the memory mod-
ule out to release the memory module,
and then remove the memory module.

f. Align the notched edge of the memory

module with the memory expansion
slot, and then firmly press the module
down into the socket.

g. If the ejector tabs did not automatically

lock into each end of the memory module,
push both ejector tabs up until they
lock into the notches on each end of
the memory module.

4. Verify that the additional memory a. Plug in the power cord and restart the
is recognized by the system. system.

b. If prompted at startup, follow any

on-screen prompts to make the system
recognize the memory.

c. Display the System Properties dialog

box and record the amount of memory
shown. If the additional memory isn’t rec-
ognized, you can check documentation to
see if any steps need to be performed.
Also, verify that the memory was correctly
seated in the slots and was the correct
type of memory for the system.

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DISCOVERY ACTIVITY 5-7

Examining Memory
Scenario:
In this activity, you will examine how memory is installed and configured.

1. True or False? If there are no empty memory expansion sockets on the system
board, you will need to remove an existing module and replace it with a module that
contains more memory.
True
False

2. Where can you verify how much RAM is currently installed on your computer?
a) System Properties
b) Component Services
c) Services
d) CMOS Settings

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TOPIC D
Install and Configure CPUs
In the previous topics, you installed RAM. Another way to increase the performance of a per-
sonal computer is to install a second processor or upgrade the existing processor. In this topic,
you will install and configure processors.
Have you ever tried to get a new piece of software or a game to run only to find out that your
processor is too slow? If this happens to the users you support, they will want you to fix the
problem, which might mean upgrading the CPU. This might seem like a drastic measure, and
it can be expensive, but in some cases, it is less expensive to upgrade the CPU than it is to
purchase a new system if everything else in a user’s computer provides acceptable
performance.

CPU Chip Types

CPU chips are developed by several different manufacturers.

CPU Manufacturer Sample CPUs

Intel Intel CPUs include 8086, 8088, 80286, 80386SX, 80386DX, 80486SX,
80486DX, Pentium, Pentium MMX, Pentium Pro, Pentium II, Pentium
III, Pentium 4, Celeron, Xeon, Duo core, and Itanium, to name a few.
AMD AMD CPUs include the K5, K6, Duron, Athlon, Opteron, and Althon 64
processors.
Cyrix While no longer in business, Cyrix manufactured the MediaGX and M
II processor, among others.

Instruction Sets
An instruction set is the collection of commands that is used by a CPU to perform calculations
and other computing operations. Every manufacturer has its own instruction set.
There are three main categories of instruction sets used.

Instruction Set Description

Complex Instruction Set A design strategy for computer architectures that depends on hardware to
Computer (CISC) perform complicated instructions.
Does not require instructions to be of a fixed length.
Allows for more complicated functions to be executed in one instruction.
Most Intel processors fall into this category.

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Instruction Set Description

Reduced Instruction Set A design strategy for computer architecture that depends on a combina-
Computer (RISC) tion of hardware and software to perform complicated instructions.
Requires instructions to be of a fixed length.
RISC instructions are simpler and fewer than CISC, but more instructions
are required to carry out a single function.
IBM, Motorola, and Sun manufacture RISC chips.
IBM RS/6000, Sun Microsystems, and some Macintosh computers use
RISC.
Explicitly Parallel Instruc- A design strategy for computer architecture that is meant to simplify and
tion Computing (EPIC) streamline CPU operation by taking advantage of advancements in com-
piler technology and by combining the best of the CISC and RISC design
strategies.
EPIC-based processors are 64-bit chips.
Intel IA-64 architecture, including Intel Itanium processors, is based on
EPIC.

Cache Memory
Definition:
Cache memory, or CPU cache, is a type of memory that services the CPU. It is faster than
main memory and allows the CPU to execute instructions and read and write data at a higher
speed. Instructions and data are transferred from main memory to the cache in blocks to
enhance performance. Cache memory is typically static RAM (SRAM) and is identified by
level. Level 1 (L1) cache is built into the CPU chip. Level 2 cache (L2) feeds the L1 cache.
L2 can be built into the CPU chip, reside on a separate chip, or be a separate bank of chips on
the system board. If L2 is built into the CPU, then level 3 cache (L3) can be present on the
system board.

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Example:

Figure 5-7: Cache memory.

Cache Write Policy

The cache’s write policy determines how it handles writes to memory locations that are cur-
rently being held in cache. There are two policy types.

Cache Policy Type Description

Write-back cache When the system writes to a memory location that is held in cache,
it writes only the new information to the appropriate cache line.
When the cache line is needed for another memory address, the
changed data is written back into system memory. This type of
cache provides better performance than a write-through cache,
because it saves write cycles to memory.
Write-through cache When the system writes to a memory location that is held in cache,
it writes the new information simultaneously to the appropriate
cache line and to the memory location. This type of caching pro-
vides lower performance than write-back, but it is easier to
implement and has the advantage of internal consistency, because
the cache and memory are identical at all times.

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CPU Operational Characteristics

There are many different characteristics and technologies that can affect a CPU’s performance.

CPU Characteristic
or Technology Description
Bus width A CPU’s internal bus width is either 32 or 64 bits.
Clock speed The number of processing cycles that a microprocessor can perform in a
given second. Some CPUs require several cycles to assemble and perform a
single instruction, whereas others require fewer cycles. The clock speed is a
technical rating; actual performance speeds can vary from the published
clock speed rating.
Overclocking Configuring your system board to run at a speed greater than your CPU is
rated to handle. Doing so can cause the CPU to overheat, produce random
results, or be damaged or destroyed.
CPU speed CPU speed is an umbrella term for the overall rate at which instructions are
processed. There are two factors that affect the CPU speed. One is the core
clock speed, which is the internal speed at which instructions are processed
within the CPU. The other is the bus clock speed, which is the speed at
which instructions are transferred to the system board.
Throttling To adjust CPU speed. A CPU throttle is typically used to slow down the
machine during idle times to conserve battery or to keep the system running
at a lower performance level when hardware problems have been
encountered.
Hyperthreading A feature of certain Pentium 4 chips that makes one physical CPU appear
as two logical CPUs. It uses additional registers to overlap two instruction
streams to increase the CPU’s performance by about 30%.
Dual core A single chip that contains two distinct CPUs that process simultaneously.
The first dual core chips for x86-based PCs and servers were introduced in
2005.
Cache Dedicated high-speed memory for storing recently used instructions and
data.
Voltage Regulator Module VRM is a replaceable module used to regulate the voltage fed to the CPU.
Multimedia Extensions MMX is a set of additional instructions, called microcode, to support sound,
video, and graphics multimedia functions.

Processor Specifications
The following table summarizes some of the specifications for popular processors.

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Name Characteristics
80386DX ● No L2 cache
● Internal Bus Width: 32 bits
● System Data Bus Width: 32 bits
● System Address Bus Width: 32 bits
● Clock Speed: 16–40 MHz
● Addressable RAM: 4 GB
80386SX ● No L2 cache
● Internal Bus Width: 32 bits
● System Data Bus Width: 16 bits
● System Address Bus Width: 24 bits
● Clock Speed: 16–33 MHz
● Addressable RAM: 16 MB
80486DX ● Up to 256 KB L2 cache on the system board
● Internal Bus Width: 32 bits
● System Data Bus Width: 32 bits
● System Address Bus Width: 32 bits
● Clock Speed: 25–50 MHz
● Addressable RAM: 4 GB
80486SX ● Up to 256 KB L2 cache on the system board
● Internal Bus Width: 32 bits
● System Data Bus Width: 32 bits
● System Address Bus Width: 32 bits
● Clock Speed: 16–33 MHz
● Addressable RAM: 4 GB
80486DX2 ● Up to 256 KB L2 cache on the system board
● Internal Bus Width: 32 bits
● System Data Bus Width: 32 bits
● System Address Bus Width: 32 bits
● Clock Speed: 50–80 MHz
● Addressable RAM: 4 GB
80486DX4 ● Up to 256 KB L2 cache on the system board
● Internal Bus Width: 32 bits
● System Data Bus Width: 32 bits
● System Address Bus Width: 32 bits
● Clock Speed: 75–120 MHz
● Addressable RAM: 4 GB

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Name Characteristics
AMD 5x86 ● Up to 256 KB L2 cache on the system board
● Internal Bus Width: 32 bits
● System Data Bus Width: 32 bits
● System Address Bus Width: 32 bits
● Clock Speed: 133 MHz
● Addressable RAM: 4 GB
Cyrix 5x86 ● Up to 256 KB L2 cache on the system board
● Internal Bus Width: 32 bits
● System Data Bus Width: 32 bits
● System Address Bus Width: 32 bits
● Clock Speed: 100–200 MHz
● Addressable RAM: 4 GB
Pentium ● 256 KB to 512 KB L2 cache on the system board
● Support for the installation of up to two processors on the system board
● Internal Bus Width: 32 bits
● System Data Bus Width: 64 bits
● System Address Bus Width: 32 bits
● Clock Speed: 60–200 MHz
● Addressable RAM: 4 GB
Pentium MMX ● 256 KB to 512 KB L2 cache on the system board
● Support for the installation of up to two processors on the system board
● Internal Bus Width: 32 bits
● System Data Bus Width: 64 bits
● System Address Bus Width: 32 bits
● Clock Speed: 166–233 MHz
● Addressable RAM: 4 GB
Cyrix 6x86 ● 256 KB to 512 KB L2 cache on the system board
● Internal Bus Width: 32 bits
● System Data Bus Width: 64 bits
● System Address Bus Width: 32 bits
● Clock Speed: 100–150 MHz
● Addressable RAM: 4 GB
AMD K5 ● 256 KB to 512 KB L2 cache on the system board
● Internal Bus Width: 32 bits
● System Data Bus Width: 64 bits
● System Address Bus Width: 32 bits
● Clock Speed: 75–116 MHz
● Addressable RAM: 4 GB

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Name Characteristics
Pentium Pro ● 256 KB to 1 MB L2 cache integrated within the CPU
● Support for the installation of up to four processors on the system board
● Internal Bus Width: 32 bits
● System Data Bus Width: 64 bits
● System Address Bus Width: 36 bits
● Clock Speed: 150–200 MHz
● Addressable RAM: 64 GB
Pentium II ● 512 KB L2 integrated cache
● Support for the installation of up to two processors on the system board
● Internal Bus Width: 32 bits
● System Data Bus Width: 64 bits
● System Address Bus Width: 36 bits
● Clock Speed: 233–333 MHz
● Addressable RAM: 64 GB
AMD K6 ● 256 KB to 1 MB L2 cache on the system board
● Internal Bus Width: 32 bits
● System Data Bus Width: 64 bits
● System Address Bus Width: 32 bits
● Clock Speed: 166–266 MHz
● Addressable RAM: 4 GB
Cyrix 6x86 MX ● 256 KB to 512 KB L2 cache on the system board
● Internal Bus Width: 32 bits
● System Data Bus Width: 64 bits
● System Address Bus Width: 32 bits
● Clock Speed: 150–187 MHz
● Addressable RAM: 4 GB
Celeron ● 128 KB L2 cache on–die
● Internal Bus Width: 32 bits
● System Data Bus Width: 64 bits
● System Address Bus Width: 32, 36 bits
● Clock Speed: 266 MHz–1.3 GHz
● Addressable RAM: 4 GB, 64 GB
Pentium II Xeon ● 512 KB to 2 MB L2 cache on the system board
● Support for the installation of up to eight processors on the system board
● Internal Bus Width: 32 bits
● System Data Bus Width: 64 bits
● System Address Bus Width: 36 bits
● Clock Speed: 400–450 MHz
● Addressable RAM: 64 GB

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Name Characteristics
Pentium III ● 256 KB on-die, 512 KB L2 cache on the system board
● Support for the installation of up to two processors on the system board
● Internal Bus Width: 32 bits
● System Data Bus Width: 64 bits
● System Address Bus Width: 36 bits
● Clock Speed: 450 MHz–1.4 GHz
● Addressable RAM: 64 GB
Pentium III Xeon ● 256 KB to 2 MB L2 integrated cache
● Support for the installation of up to eight processors on the system board
● Internal Bus Width: 32 bits
● System Data Bus Width: 64 bits
● System Address Bus Width: 36 bits
● Clock Speed: 600–1 GHz
● Addressable RAM: 64 GB
Pentium 4 ● 256 KB on-die L2 cache
● Internal Bus Width: 32 bits
● System Data Bus Width: 64 bits
● System Address Bus Width: 32 bits
● Clock Speed: 1.3 GHz–2.4 GHz
● Addressable RAM: 4 GB
Itanium ● 96 KB on-die, plus 2 to 4 MB L3 cache
● Support for the installation of up to 14 processors on the system board
● Internal Bus Width: 64 bits
● System Data Bus Width: 64 bits
● System Address Bus Width: 44 bits
● Clock Speed: 733–800 MHz
● Addressable RAM: 16 TB
AMD Athlon ● 64 – 512 KB integrated L2 cache
● Support for the installation of up to eight processors on the system board
● Internal Bus Width: 32 bits
● System Data Bus Width: 64 bits
● System Address Bus Width: 43 bits
● Clock Speed: 500 MHz–2.133 GHz
● Addressable RAM: 8 TB

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Name Characteristics
Pentium M ● Developed for laptops to consume less power and generate less heat;
part of Intel Centrino platform
● 2 Mebibyte (MiB) L2 cache
● Internal Bus Width: 32 bits
● System Data Bus Width: 64 bits
● System Address Bus Width: 36 bits
● Clock Speed: 1.5 GHz–2.1 GHz
● Addressable RAM: 64 GB
Pentium D ● The first multi-core processor developed by Intel
● 1 MiB L2 cache per core (2 MiB L2 cache total)
● Internal Bus Width: 64 bits
● System Data Bus Width: 64 bits
● System Address Bus Width: 64 bits
● Clock Speed: 2.8 GHz–3.2 GHz
● Addressable RAM: 1 TB
Intel Core Solo/ ● Fesigned to replace the Pentium M processor
Duo
● Reduced power consumption
● Intel Core Duo is a multi-core processor
● 2 MiB L2 cache shared by both processors
● Internal Bus Width: 32 bits
● System Data Bus Width: 64 bits
● System Address Bus Width: 36 bits
● Clock Speed: 1.06 GHz–2.33 GHz
● Addressable RAM: 64 GB
Intel Core 2 Duo ● Multi-core processor
● Significantly reduced power consumption as compared to Pentium chips
● Replaces the Pentium product line
● 1 to 2 MiB L2 cache per core (2 to 4 MiB L2 cache total)
● Internal Bus Width: 64 bits
● System Data Bus Width: 64 bits
● System Address Bus Width: 64 bits
● Clock Speed: Up to 2.66 GHz
● Addressable RAM: 1 TB

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Name Characteristics
Intel Core 2 Duo ● Multi-core processor
Extreme
● Significantly reduced power consumption as compared to Pentium chips
● 2 MiB L2 cache per core, but comes with a multiplier that increases this
cache to simulate 4 MiB per core
● Internal Bus Width: 64 bits
● System Data Bus Width: 64 bits
● System Address Bus Width: 64 bits
● Clock Speed: Up to 2.93 GHz
● Addressable RAM: 1 TB

Processor Connections
Different CPUs use different connection methods to connect to the system board, including
various sockets, slots, and connection methods.
● Older slot-based processors plugged into a system board in much the same way as an
expansion board.
● And, socketed processors plug into a system board using a grid array of pins.
Many varieties of sockets and slots have been developed over the years.

Slot Types
The following table describes some of the slots you might encounter.

Slot Type Description

Slot 1 Contains a 242-pin edge connector. Used for Celeron SEPP (Single
Edge Processor Package), Pentium II SECC (Single Edge Contact
Cartridge) and SECC2, and Pentium III processors.
Slot 2 Contains a 330-pin edge connector. Used for Pentium II Xeon and
Pentium III Xeon processors. Designed for multi-processor systems.
Slot A Contains a 242-pin edge connector. Used for AMD Athlon
processors. Pinouts are incompatible with Slot 1.
Slot M Used for Itanium processors.

Socket Types
The following table describes some of the sockets you might encounter.

Socket Type Description

Socket 7 ● Pin layout: 321 pin staggered arranged in 37 x 37 SPGA grid
● Processor used for: Later Pentium, AMD K6, and Cyrix 6x86

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Socket Type Description

Super 7 ● Pin layout: 321 pin staggered arranged in 37 x 37 SPGA grid
● Processor used for: AMD K6-2 and K6-III
Socket 8 ● Pin layout: 387 pin staggered ZIF arranged in 24 x 26 SPGA
grid
● Processor used for: 3.3v Pentium Pro
Socket 370 ● Pin layout: Supports PPGA
● Processor used for: Original Celeron
Socket 423 ● Pin layout: SPGA
● Processor used for: Pentium 4
Socket 478 ● Pin layout: SPGA
● Processor used for: Pentium 4
Socket A ● Pin layout: Supports PPGA
● Processor used for: AMD Athlon, Duron, Athlon XP, and
Sempron
Socket 603 ● Pin layout: 603 pins arrayed around the center of the socket
● Processor used for: Xeon
Socket 754 ● Pin layout: 754 pin PGA
● Processor used for: Athlon 64, Sempron, Turon 64
Socket 771 ● Pin layout: 771 pin LGA
● Processor used for: Intel Xeon
Socket 775 (or LGA ● Pin layout: 775 pin LGA
775, or Socket T)
● Processor used for: Pentium 4, Celeron D, Pentium Extreme Edi-
tion, Core 2 Duo, Core 2 Extreme
Socket 939 ● Pin layout: 939 pin PGA
● Processor used for: Athlon 64, Athlon 64FX, Athlon 64X2,
Opteron 100–series
Socket 940 ● Pin layout: 940 pin PGA
● Processor used for: Opteron, Athlon 64FX
Socket F (or Socket ● Pin layout: 1207 pin LGA
1207)
● Processor used for: Opteron
Socket AM2 ● Pin layout: 940 pin PGA
● Processor used for: Athlon 64, Sempron, Turon 64, Athlon 64FX,
Athlon 64X2, Opteron 100–series
PAC418 ● Pin layout: 418 pin VLIF
● Processor used for: Itanium
PAC611 ● Pin layout: 611 pin VLIF
● Processor used for: Itanium, Itanium 2

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Socket Type Description

FCPGA6 ● Pin layout: 479 pin PGA
● Processor used for: Core Solo, Core Duo, Dual-Core Xeon, Core
2 Duo

CPU Selection Tips

There are two key factors you must consider when selecting a CPU for a computer.

Factor Considerations
Hardware compatibility The key factor you must consider when selecting a
CPU for a computer is its system board. The
design of the computer’s system board determines
the type of CPU you can install. For example, you
can’t install an AMD processor into a system
board designed to support an Intel processor. Most
importantly, you should review the documentation
for the computer’s system board to determine its
compatibility with other CPUs. Keep in mind that
most original equipment manufacturers (OEMs)
such as Dell and Gateway don’t typically provide
you with the system board’s documentation. To
obtain this documentation, try contacting the com-
puter’s manufacturer or the manufacturer of the
system board. (You can typically identify the
manufacturer of the system board by examining it.)
Performance In addition, you should keep in mind that there is
a trade-off between price and performance when
selecting a CPU. The greater the performance
requirements of the user, the more powerful CPU
you should select. And more powerful CPUs are
simply more expensive. When selecting a CPU for
a user, you should ask the user his budget for the
purchase. This budget can help you narrow down
the choices for selecting a processor.

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CPU Installation Considerations

There are several factors you should keep in mind when installing CPUs.

Factor Description
Power Make sure to review the CPU’s power requirements to verify that you aren’t overload-
ing the computer’s power supply.
Removal Review the computer’s documentation to determine how to properly remove the exist-
ing processor from the system board. Most newer processors use Zero Insertion Force
(ZIF) sockets, which is a type of processor socket that uses a lever to tighten or loosen
the pin connections between the processor chip and the socket. So there is no force
required when you insert or remove the chip.
Cooling Verify that you have the necessary equipment to cool the new processor. Some CPUs
come equipped with a heatsink and fan; others don’t. If necessary, follow the new
CPU manufacturer’s instructions to install any fan or heatsink on the new CPU.

Figure 5-8: A ZIF socket.

CPU Configuration and Optimization

Requirements
It’s critical that you configure the system board properly to support the new CPU. Most impor-
tantly, for older systems, you might need to configure the system board to use the correct
voltage. This is done by using the jumper settings on the system board or the computer’s
CMOS setup program. Setting the voltage on the system board too high can destroy the CPU.

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How to Install and Configure CPUs

Procedure Reference: Install and Configure CPUs
To install a new CPU or replace an existing CPU:

When installing new equipment, always follow the instructions included with the device from
the manufacturer.

1. Shut down the system and remove the existing CPU.

a. Shut down the system.
b. Unplug the power cord.
c. Ground yourself (wear a wrist strap) to dissipate any static electricity you might be
carrying.
d. Pull up the lever on the side of the ZIF-socket CPU. If you have a different style
CPU, refer to the system documentation for how to remove it.
e. Pick the CPU straight up so that you don’t bend any pins.
f. Place the old CPU in a safe location in an appropriate container to prevent damage
to the CPU should you need or want to reinstall it later.
2. Install the new CPU.
a. Align the pins on the CPU with the holes in the ZIF socket on the system board.
b. Press the CPU lever back down to lock the CPU in place.
c. Connect any power connections to the appropriate power connectors.
3. Reboot and verify that the CPU works. If the system boots, then the CPU was installed
correctly. To verify that the CPU is reporting the correct information, view the System
Properties dialog box and verify that the specifications listed match those of your CPU.

Procedure Reference: Install a Second CPU

To add a second processor to a computer:
1. Shut down the system, disconnect the power, and ground yourself.
2. Remove the terminator from the second processor socket.
3. Insert a CPU that is identical to the processor in the first processor socket.
4. Restart the system and verify that both processors are recognized in System Properties.

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ACTIVITY 5-8
Upgrading the CPU
Scenario:
One of your clients has an older computer that needs to be upgraded. The CPU in the com-
puter doesn’t meet the requirements for the application the client needs to run. The client has
purchased a CPU upgrade and would like you to install it.

There is a simulated version of this activity available on the CD-ROM that shipped with this
course. You can run this simulation on any Windows computer to review the activity after
class, or as an alternative to performing the activity as a group in class. The activity simula-
tion can be launched either directly from the CD-ROM by clicking the Interactives link and
navigating to the appropriate one, or from the installed data file location by opening the C:\
085820Data\Simulations\Lesson#\Activity# folder and double-clicking the executable (.exe)
file.

What You Do How You Do It

1. Remove the existing CPU. a. Shut down the system and unplug the
power cord.

If you have a slot based

CPU, follow your instructor’s b. If necessary, undo the clip to remove
recommendations to remove the heat sink and fan from the top of
and then install the
the CPU.
processor.
c. If necessary, unplug the power cable
from the CPU fan.

d. Pull up the lever on the side of the ZIF-

socket CPU. If you have a different style
CPU, refer to the system documentation
for how to remove it.

e. Now that the CPU has been released,

pick the CPU straight up so as not to
bend any pins.

f. Place the old CPU in a safe location in

an appropriate container to prevent
damage to the CPU should you need or
want to reinstall it later.

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2. Install the replacement CPU. a. On the system board, align the pins on
the CPU with the holes in the ZIF
socket.

b. Press the CPU lever back down to lock

the CPU in place.

c. Lock the heat sink and fan clip.

d. Plug the CPU fan power plug in to the

system board.

e. Connect any power connections to the

appropriate power connectors.

3. Verify that the CPU is recognized. a. Restart the system.

b. Display the System Properties dialog

box.

c. Verify that the CPU listed on the Gen-

eral page matches what you just
installed.

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DISCOVERY ACTIVITY 5-9

Examining CPUs
Scenario:
In this activity, you will examine CPUs.

1. When you install a new CPU in a system, what is the first thing you should do?
a) Shut down the system.
b) Ground yourself to dissipate any static electricity.
c) Unplug the power cord.
d) Pull up the lever on the side of the ZIF-socket CPU.

2. True or False? When installing a CPU, verify that you have the necessary equipment
to cool the new processor.
True
False

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TOPIC E
Install and Configure System Boards
In the last topic, you installed and configured CPUs. The final system component that you
might need to install is the system board. In this topic, you will install and configure a system
board.
The most important system component in a computer is the system board. Although you can
argue a case for almost any system component as being most important, without the system
board, the computer simply cannot run. It’s possible that you will be asked to either build a
computer from scratch or to replace the system board in a failed computer. In either case,
whether you are building a computer from scratch or repairing a failed computer, you must be
prepared to install and configure a new system board.

Integrated I/O Port Types

System boards can include any or all of a number of integrated controllers or ports:
● Sound.
● Video.
● Network.
● Modem.
● USB.
● Serial.
● IEEE 1394/FireWire.
● And, parallel.
Most integrated devices provide basic functionality that does not approach the capabilities of
the associated add-in cards.

Chipsets
Definition:
A chipset is a system board component that includes the CPU and other chips that support
basic functions of the computer. PC chipsets are housed on one to four chips and include
built-in controllers for almost all common peripherals.

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Example:

Figure 5-9: A chipset on a system board.

Chips in Chipsets
Chipset architecture, including the number, function, name, and placement of the various chips
in a chipset, will vary depending on the type and manufacturer of the system board. For
example, on many Intel Pentium computers, the two main chips in the chipset, other than the
CPU, are known as the Northbridge and the Southbridge.
● The Northbridge controls the system memory and the AGP video ports, and it may also
control cache memory. The Northbridge is closer to the processor and communicates
directly with it using the system bus.
● The Southbridge controls input/output functions, the system clock, drives and buses, APM
power management, and various other devices. The Southbridge is further from the CPU
and uses the PCI bus to communicate with the Northbridge.
Newer Intel systems employ the Intel Hub Architecture (IHA) chipset. This also has two main
chips, now named the Graphics and AGP Memory Controller Hub (GMCH) and the I/O Con-
troller Hub (ICH), which perform functions roughly analogous to the Northbridge and
Southbridge.

BIOS Types
Types of BIOSes found on system boards include the system BIOS and the BIOS and device
drivers for any expansion cards. There are many system BIOS types.

System BIOS Types

There are many different manufacturers of system BIOS:
● American Megatrends.
● Award BIOS.
● Phoenix BIOS.
● IBM SurePath BIOS.

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● Microid Research (Mr. BIOS).

● BootControl Pro.
● MicroFirmware.
● SystemSoft.
● And, Unicore.

Complementary Metal Oxide Semiconductor

(CMOS) Memory Settings
Most CMOS settings can be configured from the keyboard by using the CMOS Setup program.

The extent to which you can use CMOS to configure a computer depends heavily on the
manufacturer of the particular CMOS.

CMOS Setup Setting Description

System date and time You can use the CMOS Setup program to set the PC’s real-time clock.
Using DOS date and time commands won’t reset the real-time clock, but
setting the clock in Windows will.
Password You can specify whether a password is required following the POST.
Boot sequence You can specify the order that POST checks drives for the operating
system.
Memory Some systems require you to specify in CMOS how much RAM is
installed on the system. You might also be able to specify whether the
system uses parity memory or non-parity memory.
Hard drive You can specify the type and size of the hard drives attached to the
system.
Floppy drive You can adjust the speed and density settings for the floppy drive. You can
also disable or enable a floppy drive.
Display You can specify the monitor type.
Parallel ports You can specify settings such as unidirectional or bidirectional printing,
ECP options, and EPP options. You can also disable or enable a parallel
port. If you know that a parallel or serial port will not be used, you can
disable the port, thereby freeing up the resources for use by other devices.
Conversely, if you connect a device to a port and the device won’t work
at all, you might want to check the CMOS to ensure that the port hasn’t
been disabled.
Serial/COM ports You can specify settings such as what memory addresses and interrupts
are used by a port. You can also disable or enable a serial port.
Power management In most modern computers, you can specify settings such as powering
down components (such as the monitor, video card, and hard drives) when
the components haven’t been used for a specified time period, as well as
options and time limits for standby and suspend modes. You can also dis-
able or enable global power management.

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System Board Selection Tips

You choose a system board based on whether it supports the components you need for the
computer.

System Component Questions To Ask

RAM Does the system board support enough RAM to meet the
user’s needs?
CPU What type of processor can you install? Can you install
more than one CPU?
Ports Does the system board have the necessary ports to meet the
user’s needs? Specifically, does it have the parallel, serial,
USB, and possibly even FireWire ports needed?
Expansion slots How many expansion slots will the user need? What types
of slots does it include?
Drive interfaces Does the system board include drive interfaces? If not, does
it have enough available expansion slots to accommodate
the user’s hard disk requirements?
Form factor Will the system board fit inside the case of the computer?
Clock speed Does the system board operate at a high enough frequency
to support the processor you want to use?

System Board Installation Considerations

When you are replacing a system board, specific requirements need to be considered and can
also depend on the manufacturer’s requirements for the system. You need to make sure you get
one that fits your case. This is because the holes in the system board need to line up with the
connections in the case. The system board is secured to the case using these connections. Also,
when replacing the cover on the case, you must make sure the cover is properly aligned. If the
cover isn’t properly aligned, it might affect the cooling system and the operation of the internal
drives.

Computer Cases
The computer case is the enclosure that holds all of the components of your computer. Com-
puter cases come in several formats. Some are designed to hold many internal components and
have a lot of room to work around those components. These cases are usually tower cases and
take up a good deal of room. Other cases are designed to use a minimum amount of space.
The trade-off is that the interior of the case is often cramped, with little room for adding addi-
tional components. Because the tower proved to be popular, there are now several versions of
the tower model. These include:
● Full tower, which is usually used for servers or when you will be installing many drives
and other components.
● Mid tower, which is a slightly smaller version of the full-size tower.
● Micro tower, which is the size that replaces the original desktop case in most modern
systems.

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Figure 5-10: Computer case enclosure styles.

System Board Configuration and Optimization

Requirements
When you replace or install a new system board, you must ensure that it is properly configured
to match the processor that it will host. In essence, you must configure the system board so
that the internal and external frequencies of the processor are compatible. You accomplish this
by specifying a frequency multiple. Most system boards operate at a specific speed, but some
enable you to select the speed via DIP switches, jumpers, or the BIOS setup software.

DIP Switches and Jumpers

To configure older system boards, you used either DIP switches or jumpers. You might have
used these switches to specify the multiplier and the CPU bus frequency. Newer system boards
enable you to use software to configure these values (through the BIOS Setup program).

Figure 5-11: Examples of DIP switches and jumpers.

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System Board Power Connectors

The power supply connection to the system board is a keyed or unkeyed connection that
enables the power supply to supply power to the internal components of the system. Keyed
connectors are designed so that the plug and socket have notches that must line up in order for
the plug to fit into the socket. The connection also might use a single connector or two
connectors. If there are two connectors, they are labeled P8 and P9. Be sure not to switch
them when you plug them in or you could damage the system board. Most systems have a
single, keyed connector that is inserted only one way, which avoids damage to the system
board.
Power supplies have connections to other internal components as well. There are Berg and
Molex connections and a connection to the power switch for the system.

Figure 5-12: System board power supply connectors.

Specific Connectors
There are specific connectors, depending on the motherboard requirements, usually tied to the
CPU type. There’s the 20-pin (ATX), a 24-pin ATX connector, and the 20+4 combo (which
you can separate, or not, depending on the motherboard). This includes a 20-pin for the main
power, plus a 4-pin connector for additional CPU power. This 4-pin is sometimes known as the
Intel Pentium 4 connector. There’s also an 8-pin CPU connector that requires an ATX 2.02, or
EPS12V, PSU.

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How to Install and Configure System Boards

Procedure Reference: Install or Upgrade a System Board
To install or upgrade the system board:

When installing new equipment, always follow the instructions included with the device from
the manufacturer.

1. If you are upgrading the computer’s system board, remove the original system board.
a. Shut down the system and unplug the power cord.
b. Disconnect all external devices.
c. Remove the system cover.
d. Remove all expansion cards and store them in anti-static bags. (Before removing
components from the system board, you might want to take a picture of the
assembled board so that you can use it as a reference when you reconnect the com-
ponents later.)
e. Disconnect cables from the system board, marking each cable as to what it connects
to and where it goes.
f. Unscrew the system board from the case.
g. Lift the system board out of the case. On some systems, after lifting the system
board over the pin(s), you will need to slide it out of the case.
2. Install the new or replacement system board.
a. Place the new system board into the case and align the mounting holes.
b. Secure the system board to the case.
c. Install RAM and processor(s) on the new system board. Some sources recommend
installing these components prior to installing the system board. If you do this, be
careful not to bend the board or mash any connectors on the bottom side of the sys-
tem board as you insert the components.
d. Reinstall cards and cables removed from the old system board.
e. Replace the system cover.
f. Test the system.

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ACTIVITY 5-10
Upgrading the System Board
Scenario:
A lightning storm destroyed the system board in one of your customers’ systems. You have
been assigned the task of replacing the system board. While doing so, the customer would
like you to put in an upgraded system board to improve system performance.

There is a simulated version of this activity available on the CD-ROM that shipped with this
course. You can run this simulation on any Windows computer to review the activity after
class, or as an alternative to performing the activity as a group in class. The activity simula-
tion can be launched either directly from the CD-ROM by clicking the Interactives link and
navigating to the appropriate one, or from the installed data file location by opening the C:\
085820Data\Simulations\Lesson#\Activity# folder and double-clicking the executable (.exe)
file.

When installing new equipment, follow the instructions included with the device from the
manufacturer.

What You Do How You Do It

1. Remove cards and cables. a. Shut down the computer and unplug
the power cord.

b. Disconnect all external devices.

c. Open the computer case.

You may find it helpful at this point to

take a picture of the inside of the
computer to use as reference later.

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d. Remove all cards from the expansion

slots and store them in appropriate
anti-static containers.

e. As you disconnect each cable in the com-

puter, attach a piece of masking tape to
each cable and record where each con-
nection goes as you remove it.

f. If you need the room, unplug the power

and data cable connectors for all drives
in the computer. Mark which cable is
connected to the primary and which to
the secondary IDE connector.

g. Unplug connectors attached to any

front-panel switches or LEDs.

h. Unplug the power supply and data

cables from the system board.

i. If necessary, remove the drive bay

assembly and any other components
needed to access all the screws on the
system board.

2. Remove the existing system board. a. Unscrew the system board from the
case. Be sure to set the screws aside to
use in mounting the new system board.

b. Lift the system board, and then if neces-

sary, slide it forward, and then lift it up
and out of the case.

3. Install the new system board. a. Slide the new system board into the
case, aligning the mounting holes.

Be sure not to screw the sys-

tem board in too tightly to b. Secure the system board to the case
avoid damaging the system using the screws you removed from
board.
the old system board.

Start all the screws before you begin

tightening them.

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4. Install RAM and a processor on a. Install the memory modules beginning

the new system board. with the first memory slot (Bank 0).

b. Install the CPU according to the manu-

facturer’s directions.

5. Reinstall the cards and cables. a. Reconnect all internal cables and
cards, including any LED or front-panel
switch connections.

b. Reinstall adapter cards.

c. If you needed to remove any drive bay

assemblies or other components to
access the system board, replace any of
those components.

d. Reconnect the power supply to the

system board.

e. Reconnect all external devices.

6. Test the computer. a. Plug in the power cord.

b. Start the computer. If all went well, it

should boot. Windows might attempt to
reboot several times as it discovers new
components.

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DISCOVERY ACTIVITY 5-11

Examining System Boards
Scenario:
In this activity, you will examine system boards.

1. True or False? Often when you are examining a system board, you will find that
there are very few components on the board that are actually repairable.
True
False

2. When you are installing or upgrading a system board, what should you do as you
are disconnecting the cables from the board?
a) Remove them completely from the case, so they are out of the way.
b) Mark each cable as you go, so you can easily reconnect them later.
c) Unscrew the system board from the case.
d) Disconnect all external devices.

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Lesson 5 Follow-up
In this lesson, you installed and configured system components. The ability to successfully
install and configure hardware components is an integral part of a computer technician’s job.
1. What types of internal system hardware will you be required to install most often at
your workplace?

2. Have you encountered any problems with installing and configuring a computer
component?

Lesson 5: Installing and Configuring System Components 309

 Maintaining and
6 Troubleshooting
Peripheral Components
Lesson Time: 2 hour(s)

Lesson Objectives:
In this lesson, you will maintain and troubleshoot peripheral components.
You will:
● Test and troubleshoot display devices.
● Maintain and troubleshoot input devices.
● Test and troubleshoot adapter cards.
● Troubleshoot multimedia devices.
CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

Introduction
In the last two lessons, you installed and configured various computer components. After com-
ponents are installed, maintenance and troubleshooting are required to reap the maximum
benefits from the equipment. In this lesson, you will maintain and troubleshoot peripheral
components.
It’s inevitable—at some point in time, problems with computer hardware will arise. As an A+
technician, maintaining and troubleshooting computer hardware, including peripheral compo-
nents, will be an integral part of your job duties. Your ability to quickly and effectively solve
problems with peripherals will be essential in providing your users with the computing envi-
ronments that they need to be able to perform their jobs.
This lesson covers all or part of the following CompTIA A+ (2006) Examination objectives:
● Topic A:
■ Exam 220-601 (Essentials): Objective 1.3
■ Exam 220-603 (Remote Technician): Objective 1.2
● Topic B:
■ Exam 220-601 (Essentials): Objective 1.3, Objective 1.4
■ Exam 220-602 (IT Technician): Objective 1.2, Objective 1.3
■ Exam 220-603 (Remote Technician): Objective 1.2
● Topic C:
■ Exam 220-601 (Essentials): Objective 1.3
■ Exam 220-602 (IT Technician): Objective 1.2
■ Exam 220-603 (Remote Technician): Objective 1.2
■ Exam 220-604 (Depot Technician): Objective 1.2
● Topic D:
■ Exam 220-602 (IT Technician): Objective 1.2
■ Exam 220-603 (Remote Technician): Objective 1.2

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TOPIC A
Troubleshoot Display Devices
In the last lesson, you installed and configured computer hardware components. The next step
is to troubleshoot hardware, and a good place to start is with the monitor. In this topic, you
will start by troubleshooting display devices.
Display issues can be very disconcerting for users; after all, if they cannot see output on the
monitor, it is as if they are flying blind. Most display device problems have simple causes that
you can help users resolve easily. However, if the user cannot determine how to solve a par-
ticular issue, or if the symptoms indicate more extensive problems, you will need to step in to
correct the situation.

Common Display Device Issues

There are many problems you might encounter when troubleshooting display devices.

Symptom Possible Problems and Solutions

Monitor is dark or power This indicates general power problems, such as the power is not turned
indicator light is not lit. on, the power cable is disconnected, or the power is on but the monitor is
plugged into a power strip, surge protector, or UPS that is not turned on.
To correct the problem, turn on the power or power strip and reconnect
the cables and cords. If a circuit breaker has tripped, reset it. Press or
jiggle the power button on the monitor itself. A fuse in the monitor may
have blown. Do not open the monitorto change a fuse; send the monitor
out for repair, or replace it.
No image. If there is no power light, check for and correct power problems.
The data cable to the VGA port on the PC may be disconnected. Except
on very old monitors, you will see an On Screen Display (OSD) message
in this case, indicating a signal problem. Connect or re-seat the cables and
connectors. If the cable is disconnected, and you do not see an OSD mes-
sage, the monitor is bad.
Brightness or contrast may be adjusted improperly. Adjust the settings
using the monitor controls. (The OSD message is not affeted by brightness
or contrast.)
The monitor may be in power saving mode. The power light will typically
change from green to solid or blinking amber. Press a key or move the
mouse to wake up the monitor.

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Symptom Possible Problems and Solutions

Flickering or distortion. The monitor cable may not be securely connected to the video port or
there are bent or broken pins. Straighten bent pins and re-seat the cable.
Use caution; a severely bent pin may break, in which case you will need
to replace the monitor. A few cables are removable, in which case you can
replace the cable.
Incorrect display adapter and monitor device drivers may be in use.
Through Device Manager, verify that the correct display adapter and
monitor device drivers are in use.
Refresh rate may be too low or too high. For viewer comfort, set the
refresh rate as high as supported by the monitor and adapter card, but no
higher. If the rate is too high, it can damage the monitor, and the monitor
may go into power-saver mode.
If the monitor is interlaced, replace it with a non-interlaced monitor.
(Interlaced monitors refresh the pixel display with multiple passes of the
electron beam; non-interlaced monitors refresh the entire display in a
single pass. Generally, interlaced monitors have less flicker, but only if
they support as high a refresh rate as a non-interlaced monitor.)
There may be magnetic buildup. Degauss (demagnetize) the monitor by
turning it off and on or by pressing the Degauss button.
The monitor may be too close to other electronic or magnetic equipment.
Relocate the monitor.
The color depth setting may be incorrect. Adjust the color depth.
Monitor turns itself off. Power management is enabled. You can adjust this either in CMOS set-
tings or in the operating system Display Properties:
● In CMOS, if the ACPI power settings are enabled, you can use the Dis-
play Properties Screen Saver and Monitor Power settings to control
when the power is lowered or turned off to the monitor.
● In Display Properties, on the Screen Saver page, adjust the Wait Time
to meet the user’s needs. Click the Power button to access the Power
Schemes and settings for the Power Options Properties dialog box and
set those as appropriate to the user’s needs as well.
Application-specific If the screen goes blank, flickers, or acts erratic when a specific applica-
problems. tion is active, the application may require different color quality (also
known as color depth) or screen resolution. Adjust settings on the Settings
page of the Display Properties dialog box.
Display is all white. This unusual state could be due to multiple bent or broken pins.
Monitor crackles or Crackling can be caused by dirt: clean the monitor. If there is dust inside
whines. the monitor, to avoid electrical hazards, do not open the monitor! If nec-
essary, send it to a monitor repair facility for more in-depth cleaning.
Crackling can be caused by failing electrical components; you will smell
burning wire. Shut off and disconnect the monitor to eliminate fire and
health hazards, and send the monitor for repair or replacement.
If it whines, try moving the monitor away from sources of EMI, or replac-
ing it with a quieter monitor. This can also be caused by damaged
components, in which case you will need to send the monitor for repair or
replacement if it is under warranty.

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Symptom Possible Problems and Solutions

Physical damage. If the display device has been dropped or tipped, it may have sustained
internal or external physical damage that cannot be corrected by any other
troubleshooting technique. It is generally more economical and certainly
safer to replace the device rather than attempting repair. However, if you
must attempt repair on internal monitor components, avoid electrical haz-
ards and do not open the monitor. Send the monitor to an authorized
repair facility.

How to Troubleshoot Display Devices

Procedure Reference: Troubleshoot Monitor Problems
To troubleshoot monitor problems:
1. If the monitor will not come on and the power light is not lighting up either, verify that
the monitor power cord is plugged in. Some steps to take in resolving this problem might
include:
● Plugging in a lamp or other device to the electrical outlet to verify that the outlet is
working. If it is not, contact the electrician to fix the outlet and plug the monitor in
to another outlet.
● If the monitor is plugged in to a UPS, power strip, or surge protector, verify that the
unit is turned on and has power.
● Verify that the connections of the power cord and monitor cable are secure on the
monitor as well as on the PC and electrical outlet.
● If there is a fuse on the back of the monitor, remove the fuse and check for a broken
wire. Replace the fuse with a good fuse or put the fuse back in if it isn’t blown.
● If the monitor still is not working, replace it with a known good monitor. Unplug the
video cable from the monitor port on the computer and unplug the monitor electrical
cord from the electrical outlet.
2. If the monitor is flickering and the display is distorted, you might try:
● Verifying that the monitor cable is firmly plugged in to the monitor and to the
computer.
● If the monitor has one, press the Degauss button. A monitor with a Degauss button
lets you demagnetize the monitor in an attempt to resolve color blotching problems
or distortions. Most monitors automatically degauss when they are turned on.
● Check the monitor cable for any bent pins and straighten them if necessary.
● Move the monitor away from florescent lights, speakers, other monitors, or other
electronic devices with powerful motors.

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3. If the monitor power light is on, but nothing is displayed on the screen, you might:
● Determine if the power light is glowing green or orange. If the power light is orange,
the monitor is in energy-saving mode or is getting no data from the computer. A
green power light indicates that the monitor is on and is receiving data.
● Verify that the cable is connected to the monitor and to the PC.
● Adjust the contrast using the buttons on the monitor.
● Adjust the brightness using the buttons on the monitor.
● If it is still not working, swap the monitor with a known good monitor.
4. If the monitor comes on, but then goes blank after a few moments, you should:
● Determine if the monitor power light is glowing green or orange.
● If the light is orange, press a key to arouse the system from energy-saving mode.
Some monitors only seem to wake up when the Windows key is pressed on the
keyboard.
● Change the Power Management settings in CMOS to disable sleep or doze mode.
The exact steps for this vary based on your system BIOS, so the setting might not be
called Power Management and could be under a variety of different options.
● Temporarily change the power scheme settings within Windows. After you have
determined that the monitor is not shutting down due to electrical malfunctions, the
user can adjust these settings to meet his or her needs.
a. Right-click the Windows Desktop and choose Properties.
b. Display the Screen Saver page and click Power.
c. From the Power Schemes drop-down list, select Always On.
d. Change all settings in the Always On power scheme to Never.
5. If the monitor is making noises, determine whether it is making a crackling or whining
noise:
● If it is a crackling noise, clean the monitor and try to vacuum or blow dust out of
monitor vents. Remember, do not open the monitor! If necessary, send it to a moni-
tor repair facility for more in-depth cleaning.
● If it is a whining noise, try moving the monitor. You might also try changing the
refresh rate. If it is still whining, send it out to a monitor repair facility for adjust-
ment and replace it with a quieter monitor.
6. If none of your attempts to correct the problem are successful, it might be because the
monitor has failed and needs to be replaced. It is usually less expensive to replace the
monitor than to send it out for repairs. To replace the monitor:
a. Remove the existing monitor.
1. Shut down the computer.
2. Turn off the power on the computer and the monitor.
3. Unplug the monitor from the electrical outlet.
4. Unplug the monitor data cable from the monitor port.
b. Install the new monitor.
1. Connect the data cable from the monitor to the computer’s monitor port.
2. Plug the monitor power cable into an electrical outlet.
3. Turn on the monitor and computer power.

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4. Start the computer and verify that the new hardware was detected.

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ACTIVITY 6-1
Troubleshooting Display Devices
Scenario:
Several users have opened trouble tickets with the support center about problems with their
monitors. All of the users need their systems fixed before they can continue with their work.
You need to resolve the problems. The following is a list of the trouble tickets you are
responding to.

User
Ticket No. Location Name Issue
296001 Main build- Robert Allen The user’s monitor is not coming on. The power light
ing, 31H21 is not lighted. The user has checked that the monitor is
plugged in and the monitor is connected to the system.
296002 Main build- Althea Gavin User’s monitor is flickering and the display is
ing, 13B19 distorted.
296003 Elmwood Chris Parker The monitor power light is on, but there is no display.
Place, cube
32
296005 Main build- Joan Paris The monitor is making noises.
ing, 62B35

There is a simulated version of this activity available on the CD-ROM that shipped with this
course. You can run this simulation on any Windows computer to review the activity after
class, or as an alternative to performing the activity as a group in class. The activity simula-
tion can be launched either directly from the CD-ROM by clicking the Interactives link and
navigating to the appropriate one, or from the installed data file location by opening the C:\
085820Data\Simulations\Lesson#\Activity# folder and double-clicking the executable (.exe)
file.

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What You Do How You Do It

1. Resolve trouble ticket 296001. a. Unplug the monitor from the electrical
outlet and plug in a lamp or other
device to verify that the monitor is
plugged into a working outlet. If the device
works, plug the monitor back into the
outlet. If the device does not work, con-
tact the electrician to fix the outlet and
plug the monitor in to another outlet.

b. If the outlet is on a UPS, surge protector,

or power strip, verify that the unit is
turned on.

c. Verify that the connections of the

power cord and monitor cable are
secure on the monitor as well as on the
PC and electrical outlet.

d. Try to turn on the monitor again.

e. If the monitor still doesn’t come on,

replace the monitor with a known good
monitor.

2. Resolve trouble ticket 296002. a. Verify that the monitor cable is firmly
plugged in to the monitor and to the
computer.

b. If available, press the Degauss button.

c. Check the monitor cable for any bent

pins and straighten if necessary.

d. Move the monitor away from florescent

light, speakers, other monitors, or
other electronic devices with powerful
motors.

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3. Resolve trouble ticket 296003. a. Verify that the monitor cable is con-
nected to the monitor and to the PC.

b. Adjust the contrast using the buttons

on the monitor.

c. Adjust the brightness using the but-

tons on the monitor.

d. If it still is not working, swap the monitor

with one that you know works to deter-
mine if the problem is with the monitor or
the video card.

4. Resolve trouble ticket 296005. a. Determine whether noise is crackling

or whining noise.

b. If it is a crackling noise, clean the moni-

tor and try to vacuum or blow dust out
of monitor vents. Do not open the
monitor! If necessary, send it out for more
in-depth cleaning.

c. If it is a whining noise, try the following to

fix it: move the monitor or change the
refresh rate. If it won’t stop whining, send
it out for adjustment and replace the
monitor with a quieter one.

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TOPIC B
Maintain and Troubleshoot Input Devices
In the previous topic, you corrected problems with display devices. You might also need to
troubleshoot mice, keyboards, and other input devices. In this topic, you will maintain and
troubleshoot input devices.
Input device problems can bring users to a standstill. If they cannot interact with their com-
puter systems, they can get very little work done. They will turn to you as a computer support
professional to resolve this issues for them very quickly. Fortunately, most input device
troubleshooting is straightforward and relies most on common sense. Plus, you can avoid many
input device problems if you can help computer users to care for these devices properly.

Common Input Device Issues

Common input devices such as keyboards and mice are inexpensive to replace if they are dam-
aged beyond repair. Most routine troubleshooting involves cleaning the device or ensuring that
it is properly connected. Specialty input devices such as a touch-screen monitor may have
device-specific issues; if common troubleshooting techniques are not effective, check the
device documentation for the appropriate next steps.

Keyboards and pointing devices are so inexpensive, that unless the device is a special one
designed for a specific need, it is more cost-effective to simply replace the device.

Specific Keyboard Problems

There are some common problems you will encounter that are specific to keyboards.

Symptom Possible Problems Solutions

Keys stick. Foreign matter under the keys Physically shake the keyboard
causes contact to be made upside down or use com-
with the wrong key or not at pressed air to blow out debris.
all. Spilled liquid has dried Take care using compressed
and become sticky. air on delicate laptop or mini
keyboards; the force of the air
can blow off the keys and
may break the key
mechanism. Keep the air can
upright to keep the propellant
in liquid form, and keep it at
a safe distance.
For liquid spills, remove the
keys and use rubbing alcohol
and a lint-free swab to
remove the buildup. (You
might have to scrape away
thick accumulations of liquid.)

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Symptom Possible Problems Solutions

User with physical limitations Accessibility features for the In Control Panel, enable the
is currently unable to use the keyboard have not been Accessibility options such as
standard keyboard. enabled. StickyKeys, FilterKeys and/or
ToggleKeys to enable handi-
capped users to more easily
use the keyboard.
No input is sent when keys Keyboard unplugged. Physically check the connec-
are pressed. Keyboard plugged into mouse tions and reseat cables if
port. necessary. Make sure a PS/2
Keyboard interface contains keyboard is not plugged into
bent or broken pins. the PS/2 mouse port.
User attempted to connect the For wireless keyboards, there
keyboard using a PS/2-to- may be connectivity issues,
USB adapter on a keyboard interference, or frequency
that doesn’t support this conflicts from other nearby
translation. devices such as cell phones,
Keyboard port on the com- baby monitors, and so on.
puter is damaged. Wireless devices also require
batteries, so you might need
to replace the batteries.
For USB devices on a hub,
make sure the hub is plugged
in and is supplying power. If
other devices are using too
much power, the USB hub or
port might shut down.
Keyboard-related message or Keyboard might be discon- Physically check the
beep codes given during com- nected or plugged into the connections.
puter boot. mouse port. Keyboard might Replace the keyboard.
be damaged.
Wrong characters are dis- The language was changed in Check the Keyboard Proper-
played on the screen when the Keyboard Properties ties settings, then physically
user inputs information. within Windows. check the keyboard for for-
Short or incorrect contacts eign matter under the keys.
being made due to beverage
spilled into the keyboard or
another foreign matter in the
keyboard.
Keyboard interface on the
computer is damaged.
Multimedia buttons not work- Device driver needs updating. Make sure the proper driver is
ing properly. File related to the button has installed. Check for and
been moved, renamed, or download updated drivers
modified in some way. from the manufacturer’s
website. Verify that the file
associated with a given button
is correctly named, and if any
options are needed, that they
are correctly formatted.

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Symptom Possible Problems Solutions

New keyboard won’t plug Very old keyboards used a In some cases, because the
into the same port as the old large 5-pin DIN connector. keyboards are the same except
keyboard. Today’s keyboards use either for the connector, you can buy
the smaller 6-pin mini-DIN an adapter to allow you to
connector, also called a PS/2 plug the new keyboard into
style connector, or a USB the old port on the system
connector. board. The simplest approach
is to make sure your system
and peripherals have compat-
ible ports and connectors.

Specific Pointing Device Problems

There are some common problems that you will encounter that are common to mice,
trackballs, and other pointing devices.

Symptom Possible Problems Solutions

Mouse pointer jumps Mouse ball or rollers are dirty. Visually inspect the mouse,
around on the screen. Mouse has reached the end of its useful the mouse pad, and the area
life. around the mouse.
Mouse is not being rolled over a flat Clean the mouse; replace the
surface. mouse pad. An optical
Mouse is being rolled over a dirty mouse might need a different
mouse pad. mouse pad because white,
Mouse settings are incorrect. light-colored, or patterned
pads might interfere with the
optical sensor.
Use the Device Manager and
Help And Support Center
utilities to check the status
of the pointing device.
With an older mouse, regular
maintenance might reduce
this problem, but not elimi-
nate it.
From Control Panel, open
Printers And Other
Hardware. Click Mouse.
Check the pointer speed,
click speed, and other set-
tings that might affect
performance.

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Symptom Possible Problems Solutions

Wireless mouse is in Batteries low. Check the batteries and
use and mouse Obstruction between the mouse and the replace if necessary.
pointer is jumping receiver. Verify that there is no
around or not Connection lost. obstruction between the
moving. transmitter and the receiver.
Press the Reset or Connect
buttons on each device to try
to re-establish the
connection.
Replace the batteries in the
mouse. Press the Reset or
Connect buttons on each
device again.
Verify that the receiver
device is connected to the
port.
Try a corded mouse con-
nected to the port. If this
works, replace the cordless
mouse with either a corded
mouse or another cordless
mouse.
Mouse works some- IRQ conflict between the mouse and the Use Device Manager to
times, but not others. modem (or another device). (This is a check for hardware conflicts;
rare occurrence in modern computer change the mouse to an open
systems.) IRQ such as IRQ 12.
For wireless mice, there may
be connectivity issues, inter-
ference, or frequency
conflicts from other nearby
devices such as cell phones,
baby monitors, and so on.
Wireless devices also require
batteries, so you might need
to replace the batteries.
Mouse is not Mouse is not plugged in. Physically check the pointing
working. Mouse is plugged in to the keyboard device connection.
port. Use Device Manager to
Mouse was connected after the com- verify that the correct driver
puter was started. is installed.
Some pointing devices require special Check the pointing device’s
drivers and possibly additional software documentation to see if any
to function properly. additional software is
Pointing device is not supported in the required for it to function
operating system. properly.
Driver for the pointing device was cor- Check the website of the
rupted or outdated. device manufacturer to see if
newer drivers or software
should be installed.

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Symptom Possible Problems Solutions

USB mouse is not A problem with the root hub or USB Check the status of the root
working properly. host controller. hub or USB host controller
Mouse is plugged into an unpowered in Device Manager.
USB hub and is not getting enough Plug the mouse directly into
power to operate properly. a USB port on the computer;
if this works, and the hub is
working properly, the mouse
is probably not getting
enough power. Physically
remove some of the devices
on the same hub as the
mouse to another port or hub
or use a powered USB hub.

Input Device Maintenance Techniques

You can avoid many input device problems if you maintain common devices properly.
● Occasionally disconnect keyboards and mice and gently wipe them clean.
● Clean loose debris from inside a trackball or mouse.
● Gently shake an upside-down keyboard to remove debris.
● Provide a clean, flat mouse pad or other mousing surface.
● To avoid spills that can damage input devices, keep food and liquids away from computer
systems.
● Replace cordless device batteries regularly.

Cleaning Mice and Trackballs

To clean a standard mouse or trackball, remove the ball, clean the rollers with rubbing alcohol
and a lint-free swab, wipe the mouse ball down with the alcohol, and reassemble the mouse
once it is dry.
To clean a wireless mouse, use a soft brush or compressed air to clean dust or debris around
the optical sensor. Keep the compressed air at a distance to avoid freezing the sensor plastics.

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How to Maintain and Troubleshoot Input Devices

Procedure Reference: Troubleshoot Keyboard and Pointing Device Problems
To troubleshoot some of the most common problems with keyboards and pointing devices:
1. If the keyboard is not working at all:
a. Verify that the keyboard is plugged in to the keyboard port.
b. Verify that the keyboard cable is securely connected. Some keyboard cables need to
be plugged in to the keyboard as well as to the system’s keyboard port.
c. If the keyboard still does not work, switch it with a known good keyboard. Pull the
connector straight out of the port so as not to bend any of the pins.
d. If the keyboard still does not work, verify that CMOS is configured to recognize the
keyboard.
e. If the keyboard still does not work, test the keyboard port with a multimeter. Pin 4
should have a reading of +5 V and pin 3 is ground. If the port is damaged, you will
need to replace the system board.
2. If the keyboard is producing the wrong characters when the user types:
a. Verify that no Function key, Scroll Lock, or other key is enabled or stuck down.
b. Verify that the correct drivers are in use.
c. If that is not the problem, replace with a known good keyboard. Unplug the key-
board and plug in the replacement keyboard.
3. If liquids are spilled on the keyboard, it is most likely permanently damaged. Remind
users that all drinks must be covered when used near computer equipment. However, you
can try:
a. Unplugging the keyboard and turning it upside down over a wastebasket.
b. Moving the keyboard around to remove as much liquid as possible.
c. Rinsing keyboard in running water if the liquid was sticky (soda pop or sweetened
drinks).
d. Setting it on end to dry for several days.
e. Replacing the keyboard with another keyboard so that the user can get back to work
until the keyboard is ready to use again.
4. If the mouse pointer is jumping around on the screen:
a. Clean the rollers inside the mouse.
b. Replace the mouse. Unplug the mouse and plug in the new mouse.
5. If a cordless mouse is in use and the mouse pointer is not moving on the screen:
a. Verify that there is no obstruction between the transmitter and the receiver.
b. Press the Reset or Connect buttons on each device to try to re-establish the
connection. Replace the batteries in the mouse. Press the Reset or Connect buttons
on each device again.
c. Verify that the receiver device is connected to the port.
d. Try a corded mouse connected to the port. If this works, replace the cordless mouse
with either a corded mouse or another cordless mouse.

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ACTIVITY 6-2
Maintaining and Troubleshooting Input Devices
Scenario:
Several users have opened trouble tickets with the support center about problems with their
keyboards and pointing devices. All of the users need their systems fixed before they can
continue with their work. You need to resolve the problems and get the users back to work.
The following is a list of the trouble tickets you are responding to.

User
Ticket No. Location Name Issue
299001 Elmwood Al Mikels The user’s keyboard is not working at all.
Place, cube
24
299002 Training cen- Andy User’s keyboard is producing the wrong characters
ter, room 1 Potarnia when he types.
299003 Main build- Toma Wright User’s mouse jumping around on the screen.
ing, 42B31
299004 Main build- Jason Zeh User has a cordless mouse, and the mouse pointer is
ing, 31C93 not moving on the screen.
299005 Main build- Daniel Root beer has been spilled on user’s keyboard.
ing, 26B15 Bidlack

There is a simulated version of this activity available on the CD-ROM that shipped with this
course. You can run this simulation on any Windows computer to review the activity after
class, or as an alternative to performing the activity as a group in class. The activity simula-
tion can be launched either directly from the CD-ROM by clicking the Interactives link and
navigating to the appropriate one, or from the installed data file location by opening the C:\
085820Data\Simulations\Lesson#\Activity# folder and double-clicking the executable (.exe)
file.

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What You Do How You Do It

1. If you have been assigned trouble a. Verify that the keyboard is plugged in
ticket 299001, resolve trouble ticket to the keyboard port.
299001.
b. Verify that the keyboard cable is
securely connected.

c. If the keyboard still does not work, switch

with a known good keyboard.

d. If the keyboard still does not work, verify

that the keyboard is recognized by the
CMOS.

e. If the keyboard still does not work,

replace the system board.

2. If you have been assigned trouble a. Verify that no Function key, Scroll
ticket 299002, resolve trouble ticket Lock, or other key is enabled or stuck
299002. down.

b. If that is not the problem, replace key-

board with a known good keyboard.

3. If you have been assigned trouble a. Make sure the surface the mouse is
ticket 299003, resolve trouble ticket being rolled on is clean and smooth.
299003.
b. Clean the rollers inside the mouse.

c. Clean the mouse ball by blowing on it

or by using warm water and mild
detergent.

d. From the Start menu, choose Control

Panel. Click Printers And Other
Hardware. Click Mouse. Check the
pointer speed, click speed, and other
settings that might affect performance.

e. If the problem is not resolved, replace the

mouse.

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4. If you have been assigned trouble a. Verify that there is no obstruction

ticket 299004, resolve trouble ticket between the transmitter and receiver
299004. devices.

b. Press the Reset or Connect buttons on

each device to try to re-establish the
connection.

c. Replace the batteries in the mouse.

d. Press the Reset or Connect buttons on

each device.

e. Verify that the receiver device is con-

nected to the port.

f. Try reinstalling the latest software or

driver for the cordless mouse.

g. If it still has not been resolved, try a

corded mouse connected to the port.

h. If the previous step worked, replace the

cordless mouse with either a corded or
another cordless mouse.

5. If you have been assigned trouble a. Remind users that all drinks must be
ticket 299005, resolve trouble ticket covered when used near computer
299005. equipment.

b. Unplug the keyboard and turn it upside

down over the wastebasket.

c. Move the keyboard around to remove

as much liquid as possible.

d. Rinse the keyboard in running water.

e. Set on end to dry for several days.

f. Swap in an alternate keyboard so the

user can get back to work until the
original keyboard is ready.

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TOPIC C
Troubleshoot Adapter Cards
In the last topic, you resolved problems with input devices. Adapter cards can also have
problems. In this topic, you will troubleshoot adapter cards.
Your mechanic often knows just what component in your car is acting up based on your
description of the way your vehicle is acting. Knowing the common problems associated with
adapter cards will enable you to quickly correct the problems your users encounter. Being able
to quickly resolve problems for your users will make them more productive.

Common Adapter Card Issues

Other than hardware or system resource conflicts, there are several common problems you will
encounter with adapter cards.

Symptom Possible Causes and Solutions

Adapter works until you ● Possible cause: Adapter card is damaged or grounded against the case,
replace the system case. or the cables are pinched, compressed, or pulled out if there is not
enough room for all components in a low-profile or compact case.
● Solution: Visually inspect card and case for bent or damaged areas. If
the card is in contact with the case, it can cause electrical shorts or
other faults.
Card works in all slots but ● Possible cause: Bus slot damaged.
one.
● Solution: Visually inspect the bus slot. Test the bus slot with a
multimeter; voltages should be within prescribed ranges for the slot
and adapter card. Take care when testing voltages on a PCI slot; if you
short pins you can damage the system board or other components. If
the damage is confirmed, use another slot or replace the system board.
● Possible cause: Grounding or heat-related problems due to proximity
to another card. This is very likely with the larger video cards with
large heat sink/fan assemblies. Some cards can take up two slots and
will generate considerable heat, which can overheat a card fractions of
an inch away and with little if any airflow.
● Solution: Move the cards to slots that are further apart.
● Possible cause: Certain cards can conflict with cards in other slots.
This is more common in older systems.
● Solution: Check the manufacturer’s recommendations for spacing out
cards, or using a specific recommended slot (for example, install a par-
ticular card in the slot closest to the processor).
Card tests fine and slot tests ● Possible cause: Cables not connected, loose, or damaged.
fine, but services are
● Solution: Visually inspect cards and cables and reconnect if necessary.
unavailable.

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Symptom Possible Causes and Solutions

Services or devices work Possible causes:
intermittently. ● Adapter card (or cards) not seated properly.
● Hardware resource conflict.

● Adapter card physically damaged.

● Adapter card electronically damaged.

Solutions:
● Reseat adapter card (or cards).

● Resolve any hardware resource conflicts.

● Replace any adapter card that is physically damaged.

● Replace any adapter card that is electronically damaged.

How to Troubleshoot Adapter Cards

Procedure Reference: Troubleshoot PC Adapter Card Problems
To troubleshoot some of the most common problems with adapter cards:
1. If you are having adapter card problems:
a. Locate the adapter card and make sure that it is fully seated into the slot, and then
see if this fixed the problem.
b. If a video card is having troubles, determine if it is in a PCI, ISA, or AGP slot. If it
is not in the AGP slot, try moving the card to another slot. Because there is only one
AGP slot on the system board, you cannot move an AGP card to a different slot.
c. Remove the card and press down on all four corners of socketed chips to verify that
they are fully seated, and then reinstall the card.
d. If another hardware device has recently been added to the system, check Device
Manager and verify that there is not a resource conflict between the device and the
adapter card.
e. Verify that the drivers are properly installed. You could use the Add/Remove Hard-
ware Control Panel utility to remove all the drivers for the card, then restart the
system. It should detect the ″new″ hardware and install the drivers again. You can
also remove the card, then restart to remove the drivers. Then, reinstall the cards.
When you restart, the drivers should be installed. If you’re servicing a legacy system
that doesn’t support PnP configuration, consult your adapter card’s documentation to
determine how to verify, remove, or install the necessary drivers.
f. If necessary, update the firmware or drivers associated with the device.

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2. If you suspect a resource conflict between devices:

a. Open Device Manager and display the Resources By Connection view.
b. Determine if there is a conflict between any devices. ISA cards cannot use the same
IRQ as another card. IRQs have been set aside for PCI cards to share with each
other. However, the PCI cards cannot share that IRQ with ISA cards.
c. Change the conflicting resource to an unused setting. This might be the IRQ, DMA,
or I/O address.
d. Verify that both devices now work properly.
3. If you suspect a card was damaged due to electrostatic discharge (from improper han-
dling, power surges, or a lightning storm):
a. Check whether the card in question is listed in Device Manager.
b. Display Properties for the card and verify whether the Device Status indicates that it
is working properly.
c. If the device is not working properly, click Troubleshoot and follow the Troubleshoot
Wizard steps.
d. If the problem is not resolved, replace the card and verify that the problem has been
resolved.
4. If you have a problem with a device, and replacing the device, device cable, and device
power cord doesn’t fix it, then you should suspect the adapter card. This applies to any
adapter card, including ISA, PCI, AGP, and others. To test if this is the problem:
a. Remove the problem device from the port.
b. Connect a replacement device to the port.
c. If necessary, install drivers for the new device. If it works, then the adapter card is
okay. If it doesn’t work, then try replacing the cable between the device and the port.

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ACTIVITY 6-3
Troubleshooting Adapter Cards
Scenario:
The call center has received several trouble calls that are related to internal PC adapter card
problems. You need to help resolve the problems and get the users back to work. The follow-
ing is a list of the current trouble tickets.

User
Ticket No. Location Name Issue
399001 Main build- Aminah The user is still having problems with his video
ing, 33J27 Sinclair system. All monitor problems were reviewed and none
of these resolved the problem. Therefore, it points
toward a problem with the video card.
399002 Elmwood Conroy Ives Last night a lightning storm struck. Most equipment
Place, cube was fine, but this user is having problems with getting
14 on the network. All other users in the area are connect-
ing without problems.

There is a simulated version of this activity available on the CD-ROM that shipped with this
course. You can run this simulation on any Windows computer to review the activity after
class, or as an alternative to performing the activity as a group in class. The activity simula-
tion can be launched either directly from the CD-ROM by clicking the Interactives link and
navigating to the appropriate one, or from the installed data file location by opening the C:\
085820Data\Simulations\Lesson#\Activity# folder and double-clicking the executable (.exe)
file.

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What You Do How You Do It

1. If it has been assigned to you, a. Locate the video card and make sure it
respond to trouble ticket 399001. is fully seated into the slot, then see if
this fixed the problem.

b. Determine if the video card is in a PCI,

PCI-E, or AGP slot. If it is not in an AGP
slot, try moving the card to another
slot.

c. If you are still having problems, remove

the card and press down on all four
corners of socketed chips to verify
they are fully seated, then reinstall the
card.

d. If a hardware device has been recently

added to the system, check Device Man-
ager and verify that there is not a
resource conflict between the device
and the video card.

e. If you are still having problems, try a

known good working video card.

2. If it has been assigned to you, a. Check whether the network card is

respond to trouble ticket 399002. listed in Device Manager.

b. Display properties for the network card

and verify whether the Device Status
indicates it is working properly.

c. If the device is not working properly, click

Troubleshoot and follow the Trouble-
shoot Wizard steps.

d. If the problem is not resolved, replace the

network card.

e. Verify that the system can now connect

to the network.

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TOPIC D
Troubleshoot Multimedia Devices
In the last topic, you resolved problems with adapter cards. Another group of peripheral
devices that you need to be able to troubleshoot is multimedia devices. In this topic, you will
troubleshoot multimedia devices.
Although multimedia devices typically aren’t critical for a user to complete his or her work,
they are usually the devices that give the user the most satisfaction while working. As an A+
technician, you can keep your users happy by making sure they’re able to take full advantage
of the multimedia components included with their computers.

Common Multimedia Device Issues

There are common symptoms that you can encounter when troubleshooting multimedia
devices.

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Symptom Possible Problem and Solution

No sound coming out of the Problem:
speakers. However, the speak- ● Power for the speakers isn’t turned on.
ers worked previously.
● Volume for the speakers has been turned down too low.

● The speaker cord has come unplugged from the computer or is

plugged into the wrong port.
● The volume has been muted within Windows.

● If you’re playing an audio CD, the cable that should connect the
sound card to the CD drive might have been disconnected.
● Damaged wire or plug.

● Missing or corrupt audio driver/mixer device.

● Damaged electronics in powered or amplified speakers.

● If you are playing an optical disk, the disk might be unbalanced. A

user might have placed a label on the disk, or the disk could be
cracked or chipped. If it is cracked in the center, it will not remain
clipped in the spindle.
Solution:
● Verify that the speakers are plugged into the correct port, turned on,
and connected to the computer.
● Plug the speakers into another device to verify that you can hear
audio.
● Check the basic Windows audio functions by playing a WAV file
(such as a Windows system sound) or by changing the master vol-
ume slider setting; you should hear a sound confirming the setting
change.
● Replace cables or plugs.

● Install or reinstall drivers.

● Check the volume settings within Windows using Control Panel or

the Volume System Tray icon.
● Check the cable that connects the CD drive to the sound card; reseat
or replace.
● If speakers are damaged, replace.

● Make sure the CD/DVD drive is balanced. If necessary, turn the

computer case so that the drive is horizontal. If a disk is physically
damaged, discard it.

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Symptom Possible Problem and Solution

No sound coming out of the Problem:
speakers. The speakers have ● The drivers are not installed or are corrupt.
never worked.
● The speakers, sound card, or both are bad.

Solution:
● Verify that the speakers are plugged into the correct port, turned on,
and connected to the computer.
● Check the volume settings within Windows using Control Panel or
the Volume System Tray icon.
● Verify that you’ve configured the sound card properly within Win-
dows by using the Sounds And Audio Devices Properties dialog
box.
● Check Device Manager to make sure it is reporting any problems
with the sound card and its drivers.
● Install or reinstall the most current drivers for the sound card and
computer operating system.
● Try plugging the speakers into a sound card that you know works to
determine if they’re bad.
● Try plugging a known good pair of speakers into the suspect sound
card to determine if it is bad.
The microphone doesn’t work Problem:
or is too low. ● The microphone is plugged into the wrong port on the sound card.

● The microphone is muted within Volume Control.

● The microphone is bad.

● The microphone is not selected as the input device.

● The microphone is not sensitive enough, or the microphone came

from another system and its sensitivity does not match the sound
device’s specifications.
Solution:
● Verify that the microphone is connected to the correct port on the
sound card.
● Check the microphone volume settings by choosing Start→All
Programs→Accessories→Entertainment→Volume Control.
● Test the microphone on a computer with a properly functioning
sound card and microphone.
● Connect a known good microphone to the computer.

● Switch the audio mixer software to Recording and verify that the
microphone is selected as the input device. In Windows, you can use
the Sounds And Audio Devices Control Panel application to manage
audio settings.
● In Windows, you can enable Mic Boost in the Sounds And Audio
Devices Control Panel application.

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How to Troubleshoot Multimedia Devices

Procedure Reference: Troubleshoot Multimedia Devices
To troubleshoot multimedia devices:
1. If the speakers do not come on and the power light is not lighting up either, verify that
the speakers’ power cord is plugged in. Some steps to take in resolving this problem
might include:
● Plugging in a lamp or other device to the electrical outlet to verify that the outlet is
working. If it is not, contact the electrician to fix the outlet and plug the speakers
into another outlet.
● If the speakers are plugged into a UPS, power strip, or surge protector, verify that
the power source is turned on and has power.
● Verify that the connections of the power cord and speaker cable are secure on the
speakers as well as on the PC and electrical outlet.
● If the speakers still aren’t working, replace them with known good speakers.
2. If the speakers’ power light is on, but no sound comes out, you might:
● Verify that the volume on the speakers is turned up high enough to be audible.
● Verify that the volume within Windows isn’t muted or set too low.
● Make sure the speaker cable is connected to the speakers and to the appropriate port
on the computer’s sound card.
● Verify that the cable used to connect the CD drive to the sound card is connected
properly.
● Make sure that the CD drive is functioning properly. Test whether the speakers work
by using the Sounds tab of the Sounds And Audio Devices Properties dialog box in
Control Panel.
● Check the configuration of the sound card within the Sounds And Audio Devices
Properties dialog box.
● Install the most current version of the sound card drivers for the computer’s operat-
ing system.
● Try the speakers on a known good sound card. If they work, the computer’s sound
card must be bad.
● Swap the potentially faulty speakers with known good speakers. If the known good
speakers work, the original speakers must be bad.
3. If a user is unable to use his or her microphone with voice recognition software, you
should:
● Check that the microphone is plugged into the correct port on the sound card.
● Verify the microphone volume settings using Volume Control.
● Connect a known good microphone to the computer. If it works, the original micro-
phone is bad.
● Connect the problematic microphone to a known good sound card. If it works, the
original sound card is bad.

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ACTIVITY 6-4
Troubleshooting Multimedia Devices
Scenario:
Two users have opened trouble tickets with the support center about problems with their
speakers. You have been asked to resolve these problems. The following is a list of the
trouble tickets.

User
Ticket No. Location Name Issue
325145 Main build- Reilly Smith No sound is coming out of the user’s speakers. The
ing, 31H21 power light on the speakers is not lit.
325146 Main build- Alice Griffin No sound is coming out of the user’s speakers. The
ing, 13B19 power light on the speakers is lit.

What You Do How You Do It

1. If it has been assigned to you, a. Make sure that the speakers are
respond to trouble ticket 325145. plugged into a power source.

b. Verify that the power source is working

properly by plugging a known good
device into the power source.

c. Try the speakers on a known good

sound card. If the speakers don’t work,
replace the failed speakers on the
computer.

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2. If it has been assigned to you, a. Verify that the volume on the speakers
respond to trouble ticket 325146. is turned up high enough to be audible.

b. Verify that the volume within Windows

isn’t muted or set too low.

c. Make sure the speaker cable is con-

nected to the speakers and to the
appropriate port on the computer’s
sound card.

d. Update the speaker drivers.

e. Check the configuration of the sound

card.

f. Try the speakers on a known good

sound card. If the speakers work,
replace the failed sound card on the
computer. If the speakers don’t work,
replace the failed speakers.

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Lesson 6 Follow-up
In this lesson, you maintained and corrected problems with peripheral components. Knowing
how to prevent and solve problems with computer peripherals enables you to help your users
perform their duties.
1. What types of maintenance tasks will be part of your daily routine?

2. Which peripheral components would you prefer to troubleshoot?

Lesson 6: Maintaining and Troubleshooting Peripheral Components 341

 Troubleshooting System
7 Components
Lesson Time: 4 hour(s)

Lesson Objectives:
In this lesson, you will troubleshoot system components.
You will:
● Troubleshoot storage devices.
● Test and troubleshoot power supplies.
● Test and troubleshoot memory.
● Test and troubleshoot CPUs.
● Test and troubleshoot system boards.
CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

Introduction
In the last lesson, you maintained and troubleshot peripheral components. Internal system com-
ponents also cause problems for users. In this lesson, you will maintain and troubleshoot
system components.
It’s only a matter of time before a personal computer’s internal system components experience
problems. As an A+ technician, many of the service calls that you respond to will involve
troubleshooting system components, and your ability to quickly and effectively diagnose and
solve the problems will be essential in maintaining the satisfaction level of the users you
support.
This lesson covers all or part of the following CompTIA A+ (2006) certification objectives:
● Topic A:
■ Exam 220-601 (Essentials): Objective 1.3, Objective 3.3
■ Exam 220-602 (IT Technician): Objective 1.2, Objective 1.3, Objective 3.1
■ Exam 220-603 (Remote Technician): Objective 1.2, Objective 1.3
● Topic B:
■ Exam 220-601 (Essentials): Objective 1.3
■ Exam 220-602 (IT Technician): Objective 1.2
■ Exam 220-603 (Remote Technician): Objective 1.2
■ Exam 220-604 (Depot Technician): Objective 1.2
● Topic C:
■ Exam 220-601 (Essentials): Objective 1.1, Objective 1.3
■ Exam 220-602 (IT Technician): Objective 1.2
■ Exam 220-603 (Remote Technician): Objective 1.2
■ Exam 220-604 (Depot Technician): Objective 1.2
● Topic D:
■ Exam 220-601 (Essentials): Objective 1.3
■ Exam 220-602 (IT Technician): Objective 1.2
■ Exam 220-603 (Remote Technician): Objective 1.2
■ Exam 220-604 (Depot Technician): Objective 1.2
● Topic E:
■ Exam 220-601 (Essentials): Objective 1.3
■ Exam 220-602 (IT Technician): Objective 1.2
■ Exam 220-603 (Remote Technician): Objective 1.2
■ Exam 220-604 (Depot Technician): Objective 1.2

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TOPIC A
Troubleshoot Storage Devices
In this lesson, you will troubleshoot system components. The first component inside the com-
puter case that might need troubleshooting are the storage devices. In this topic, you will
troubleshoot storage devices.
Storage devices, because they are one of the few system components that contain moving
parts, are particularly susceptible to wear and damage. There is a saying that there are two
types of storage devices: the ones that have failed and the ones that are failing. Because these
devices support so many system functions, it is not always obvious that the device is the cul-
prit, yet storage device problems (particularly those involving hard drives) can have a truly
devastating effect on a system and on a user’s productivity. Therefore, being able to spot, iden-
tify, and correct storage device problems early, before they cause data loss, will be an
important skill for you as a support technician.

Common Storage Device Issues

Each type of storage device has issues specific to that device. You will need to recognize the
symptoms, problems, and solutions for each issue.

Troubleshooting Hard Drives

There are many problems you might encounter when troubleshooting hard drives.

Hard Drive Symptom Possible Problem and Solution

Boot error message: Drive Drive is damaged.
Not Ready—System Drive is not configured for Master or Cable Select as appropriate
Halted to the system.
Data cable is not connected or incorrectly connected to the drive.
Solution: Visually inspect the drive and its connections, correct as
needed.
POST error codes in the 1701: Drive not found.
17xx range 1702: Hard drive adapter not found.
1703: Hard drive failure.
1704: Hard drive or adapter failure.
1780, 1790: Hard drive 0 failed.
1781, 1791: Hard drive 1 failed.
1782: Hard drive controller failed.
Solution: Visually inspect connections and reconnect drive.
Replace failed component.

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Hard Drive Symptom Possible Problem and Solution

Can’t read from or write to Bad sectors on the drive.
the drive IRQ conflicts.
Drive failure.
Virus attack. Some problems that appear to be storage device
problems are actually virus infections. These can cause physical
damage as well, but they usually just damage the files on the stor-
age device and not the device itself.
Solution:
● Run chkdsk to try to recover information from bad sectors and
to mark those sectors as unusable.
● Check Device Manager for hardware resource conflicts and for
indications of drive failure.
● Run virus check software and remove any viruses found.

Computer will not boot Drive disconnected, damaged, not recognized by the BIOS.
Solution: Visually inspect and reconnect drive. Enable drive in
CMOS setup utility.
Repeated grinding noises Physically damaged drive, most likely due to a head crash.
Solution: Replace the hard drive. Remind users and technicians
not to move a machine while it is in use because that is the most
common cause of head crashes.
Data corruption or utilities System not being shut down properly, drive is in the process of
not running properly failing, virus.
Solution: Educate users on how to properly shut down the system.
Run virus protection software. Back up the data, replace failed or
failing drive.
Hard drive is slow Drive is too full or fragmented. The hard drive controller is too
slow. An incorrect (and slower) cable was used to connect the
drive.
Solution: Delete all unneeded files. Defragment the drive. Verify
and replace the hard drive cable if necessary.

Troubleshooting Optical Drives

There are some common problems you will encounter with optical drives.

Optical Drive Symp-

tom Possible Problem and Solution
Cannot insert optical disc Misaligned case, which prevents drive door from opening and the
into drive tray from moving in and out properly.
Solution: Realign the optical drive within the computer case.
Drive mechanism won’t The gears may be stripped, especially if the user pushed on the
pull disc or tray in tray directly rather than using the buttons to manipulate the drive.
Solution: Replace the drive and educate the user on how to prop-
erly insert and remove discs.

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Optical Drive Symp-

tom Possible Problem and Solution
Unable to read an optical Inexpensive trays in drives or stickers that don’t cover the entire
disc surface of the disc can cause it to wobble because it throws the
balance of the drive off. Data can be difficult or impossible to
read because of the wobble.
Solution: Remove the sticker if it is uneven. If the tray is the
problem, replace the drive.
Drive will not release the Sometimes this occurs because the software is still accessing the
disc disc, or the tray can simply be stuck.
Solution: Carefully insert a straightened paper clip in the hole in
the front of the drive and gently push in to release the catch on
the drive so that you can remove the disc.
Can’t hear sound or music The wires from the CD drive to the sound card are disconnected.
when playing an audio CD Other possibilities are that the speakers are turned off or down or
that the sounds were muted through the Windows settings.
Solution: Connect the wires between the CD drive and the sound
card. Verify that sound is not muted and that the speakers’ volume
is set properly.
Intermittent optical drive Corrupted or outdated drivers.
problems Solution: Uninstall and reinstall the drivers. Install updated
drivers.
Unable to read CDs you Possibly data corruption in the burn process, attempting to burn at
have burned higher speeds than the media supports, overtaxing the processor
by running other programs while burning, problem with the CD
burning application. Most programs will warn the user of any
such problems, but sometimes users turn off such notifications (or
verification of the burn) and will not be informed there is a
problem.
Solution: Re-create the CD with proper settings.
Unable to view DVD mov- Solution: Make sure that your drive, video card, and its drivers
ies support DVD video, and that you have the necessary software to
play a movie.

Troubleshooting Floppy Drives and Tape Drives

There are some common problems you will encounter with other drive types.

Other Drive Type

Symptom Possible Problem and Solution
Unable to write to a floppy The disk might be write-protected, not yet formatted, or the floppy
disk disk drive might have failed.
Solution: Remove write protection from the disk. Format the disk.
Replace the floppy disk drive.
Unable to read a floppy The disk might be corrupt or infected with a virus.
disk Solution: Scan the floppy disk for viruses. Check to see if you can
read the disk in another computer’s floppy disk drive. Verify that
the disk wasn’t formatted with another operating system.

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Other Drive Type

Symptom Possible Problem and Solution
Unable to remove floppy If you insert a floppy disk with a damaged metal shield, it might
disk not come out all the way when extracted. Do not yank it out and
leave the shield and spring inside the drive; you might need to
remove and open the drive to remove the disk.
Solution: Back up data from damaged floppies and discard them.
Unable to insert a tape The computer case is not properly aligned with the chassis, mak-
cartridge into an internal ing the opening for the internal drive difficult to access.
tape drive Solution: Check the alignment of the computer case and correct it
if necessary.
Unable to read from or The tape drive might be dirty or the tape cartridge itself might be
write to a tape cartridge damaged. There might be foreign material or a broken door flap
obstructing the drive.
Solution: Clean the tape drive. Remove or repair obstructions. If
possible, attempt to read the tape cartridge in another tape drive.
If you can’t read the tape cartridge, odds are it is corrupted and
might not be recoverable. If the tape cartridge is physically dam-
aged, discard it. (Always keep multiple backups of important
data.)

ATA Drive Troubleshooting Tips

There are some important points to keep in mind as you troubleshoot PATA drive problems.

PATA Issue Description

Configuring single If you have one drive on a channel, depending on the manufacturer, it might need
drives to be configured as single—not master or slave. Alternatively, set it to cable select
and plug it in to the Parallel ATA cable connector furthest from the motherboard.
Check your manufacturer’s documentation for the proper procedures and settings
for your drive.
Configuring two With two drives on a channel, set both to cable select or configure them both
drives manually, setting one to master and the other to slave. Don’t mix these settings by
setting one to be cable select and the other as either master or slave. Make sure
both aren’t set to master or slave.
Removing a drive If you remove the second Parallel ATA hard disk from a computer with two drives
installed, verify that the disk that remains in the computer is set as single. The
Master/Slave setting should be used only when there is more than one hard disk in
a system; otherwise, a disk-controller error will occur when you restart the
computer.

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PATA Issue Description

Moving to another If you need to move a Parallel ATA drive from one computer to another, you likely
system won’t run into problems. However, especially if there is a great difference in age
between the computers, you might run into problems. The BIOS of another com-
puter might not support LBA or Large (ECHS), or the computer might not be set
up for it. In that case, data on the hard drive would be lost if you install it in that
system. You can change the mode for a hard drive (from LBA to Large, or vice
versa), but this poses a risk of data loss. Typically, you should only set the mode
when you first install the disk. If you do need to change it, make sure you have a
working backup of all of the data on the disk before doing so.

There are several points to keep in mind when troubleshooting SATA drive problems.

SATA Issue Description

Controller card Not all SATA controller cards are supported on all
operating systems. Check the vendor specifications
for the operating system or software you are using.
Controller driver SATA drives themselves do not require drivers, but
the SATA controller does. Ensure that you are
using the latest version.
Drive not detected If you install a fresh copy of your operating sys-
tem and the SATA drive is not detected, then
restart the setup process and press F6 when
prompted to install the driver.
Drive size limitation If the SATA controller drivers are not loaded dur-
ing the operating system installation, then the drive
will only report the 137 GB capacity supported
natively by the operating system.
Speed limitation 1.5 gigabits per second (gbps) SATA cards do not
always auto negotiate with newer 3.0 gbps drives.
Use jumper settings on the drive to limit the trans-
fer rate to 1.5 gps.

SCSI Drive Troubleshooting Tips

Keep some basic points in mind as you troubleshoot SCSI drive problems.

Issue Description
IDs and termina- The vast majority (up to 95 percent) of problems with SCSI disks are due to incor-
tion rect ID settings and improper termination. Verify that all SCSI devices have unique
SCSI ID numbers and are properly terminated.
Resetting system When a SCSI system is booted or reset, SCSI controllers generally need to renew
all SCSI device connections before activating the devices, causing a delay during
POST.

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Issue Description
Cables SCSI cables should be handled carefully to minimize problems. For instance, roll-
ing SCSI cable onto itself can cause crosstalk and impede the signal. Running long
lengths of it next to metal or past power supplies can also cause errors due to sig-
nal impedance.
SCSI BIOS If you intend for a SCSI disc to be bootable after you install it, you must enable
the SCSI BIOS by using jumper settings or software configuration.
Connectors If you are installing an additional SCSI hard drive into a computer where only one
connector is available on the SCSI cable and the cable itself is terminated, remove
and replace the cable with one that has multiple connectors.

How to Troubleshoot Storage Devices

Procedure Reference: Troubleshoot Hard Drive Boot Problems
To troubleshoot some of the most common issues with a hard drive that won’t boot:
1. Examine the POST codes and other messages displayed at boot time.
● The numbers in the 17xx range indicate that the hard drive or controller were not
found. Check that both devices are connected and functional.
● The message No Boot Device Available indicates that the BIOS could not find an
installed operating system on the hard drive or on a bootable floppy disk, optical
disk, or thumb drive. Verify that the operating system was installed. If it was, try to
boot from a bootable floppy disk and access the hard drive, then check the boot par-
tition for errors.
● The messages No Operating System Found and Ntldr Can’t Load are often caused by
the presence of non-bootable media in a boot device, such as a non-bootable floppy
disk being left in the floppy disk drive.
● A configuration or CMOS error indicates that the information reported by CMOS is
different than the hard drive found by the POST. Check CMOS settings. If the set-
tings won’t stick, check the battery on the system board.
● The message Hard Drive Not Found or Fixed Disk Error indicates that the hard drive
was not found during the POST. Check all hard drive and hard drive controller
connections. The hard drive or controller might be dead.
● The message Reboot And Select Proper Boot Device Or Insert Boot Media In
Selected Boot Device indicates that the BIOS found no bootable device in the
system. It could also indicate that a removable media drive does not contain media if
no hard disk was found and it found a removable media drive (such as a floppy disk
drive, Zip drive, SuperDrive, or so on).
2. If the drive is newly installed, verify that it has an operating system by booting with a
DOS boot floppy disk and entering the drive letter at the command prompt.
● If the drive letter is recognized, it might need an operating system installed.
● If the drive letter is not recognized, the drive might need to be partitioned and for-
matted, and then have an operating system installed. If the fdisk and format
utilities are on the DOS boot floppy, you can use them to partition and format the
drive.

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3. Otherwise, diagnose and correct the boot problem.

● Perform a cold boot.
● Verify that CMOS lists the correct device settings for the hard drive. This includes
the correct drive type, whether LBA is enabled, and the CHS (cylinders, heads, and
sectors) settings.
● Verify that CMOS is set to boot from the hard drive.
● Listen to the drive or touch the drive to determine if it is spinning during POST. It
should be spinning up to full speed during this time. It usually makes noise during
this time and you can feel the vibrations of the drive while it is spinning.
● Use your multimeter to verify that the power connection readings are correct. They
should be +12 V for Pin 1 and +5 V for Pin 4. Pins 2 and 3 should be grounded.
● Verify that the data cable is correctly oriented. Pin 1 is almost always on the side
nearest the power connection. Pin 1 on the cable is on the side with the stripe.
● Check drive settings. For an IDE drive, verify that it is set to master, slave, or cable
select as appropriate to the drive and its location in the drive chain within the
system. For a SCSI drive, verify that the termination is correct for its location in the
chain and that it has a unique device ID. For a SATA drive, jumpers can be moved
to enable or disable features. Verify that the jumper settings are correct for the level
of features you need.
● Look for data recovery options. There are some built-in recovery capabilities in some
operating systems. You can also purchase software to assist you in recovering data.
In many cases, though, you will need to resort to sending the drive out to a company
that specializes in recovering data from damaged drives.
● If none of these fix the problem, replace the drive.
4. Verify that the drive now works.
● Boot the system.
● Verify that you can read from and write to the drive you repaired.

Procedure Reference: Troubleshoot Why a Newly Installed Second Hard Drive

Isn’t Recognized
To troubleshoot some of the most common problems with a newly installed second hard drive:
1. Verify that the CMOS settings are correct.
2. Verify that the drive was installed correctly.
3. Access the drive by drive letter in My Computer or at a command prompt to verify that
the drive was partitioned and formatted. You can use DOS utilities from a bootable DOS
floppy disk or Windows XP’s disk management utilities.

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Procedure Reference: Troubleshoot Hard Drive Data Access Problems

To troubleshoot some of the most common hard drive data access problems:
1. Document the symptoms.
● If the system boots and the drive is recognized, but you can’t access data and the
message Can’t Access This Drive is displayed, this could be a problem with the letter
assigned to the drive or an indication of drive damage.
● If the user attempts to access a drive or files on a drive, which causes the system to
lock up, and you hear a clicking sound, this indicates drive damage.
● If the user reports that some folders have disappeared and folder and file names are
scrambled with strange characters in their names, this indicates either a computer
virus or drive damage.
2. If you suspect a drive letter problem, verify that the drive letter assigned to the drive
matches the letter the user is entering, and copy a file to and from the drive to verify that
it is working.
3. If you suspect a computer virus, run virus-scanning software.
4. If you suspect drive damage, repair or replace the disk.
● Run the Windows XP Error-checking option in the Tools pane of the Local Disk
Properties dialog box.
● Use an older version of Scandisk from floppy disk to try to identify and repair the
errors it encounters.
● Open My Computer, right-click the drive letter in question, and then display the
Hardware pane. Use the Troubleshooting Wizard to attempt to locate the problem.
● Back up the data from the drive if possible, and then reformat the drive. Remember,
reformatting will destroy any data on the drive.
● If you cannot repair the errors using these methods, back up the data if possible, and
replace the drive.

Procedure Reference: Troubleshoot the Wrong Drive Size Being Reported

To troubleshoot some of the most common reasons why a system reports the wrong hard drive
size:
1. If the system contains an older BIOS that does not recognize large drives, it will report
that there is only about a 500 MB drive in the system. To resolve this problem, update the
BIOS so that the entire drive can be recognized. If the BIOS cannot be upgraded, a
Dynamic Disk Overlay driver can be installed to enable the older BIOS and the large
drive to work together.

You can use a manufacturer’s install program such as Maxblast or Maxtore to enable an
older BIOS to work with a large drive.

2. Users are often misled about the exact size of a drive. When talking in general terms,
most people round 1,024 bytes to 1,000 because it is easier to talk in round numbers. By
the time you get up to billions of bytes, as you will with the newer drives, those 24 bytes
for each 1,000 bytes start to add up to significant amounts.

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For more information about binary multiples as used in denoting drive sizes, see http://
physics.nist.gov/cuu/Units/binary.html.

Procedure Reference: Troubleshoot Floppy Drive Problems

To troubleshoot some of the most common problems with floppy drives:
1. If, when attempting to read data from the floppy disk, the user receives the error message
This Disk Is Not Formatted. Do You Want To Format It Now Or Insert Disk Now?, you
should:
● Check that the disk is readable. You can do this by trying to read it in another floppy
disk drive.
● Try reinserting the floppy disk in the drive.
● If you received the floppy disk from another user with data on it, determine if it was
formatted on another operating system such as Macintosh or Linux. If it was, you
will not want to format it as this would erase all of the data on the disk.
● Verify that the floppy disk functions properly. The shuttle window should open and
shut easily. There should be no foreign matter on the Mylar disk surface. The Mylar
disk should spin easily within the plastic case.
● Check the floppy disk for viruses.
● Check the floppy disk for bad sectors.
● Check whether or not other floppy disks can be read in the drive.
2. If the user cannot write to a floppy disk in the drive, you should:
● Check that the floppy disk is not write-protected. If it is, move the switch to
unprotect the floppy disk. Looking at the back side of the floppy disk, the slider on
the upper-left corner should be down, blocking the write-protect hole, in order to
write to the floppy disk.
● Verify that the floppy disk has been properly formatted. A floppy disk formatted
using the native format on a Macintosh or Linux system, for example, cannot be read
on a Windows system.
● Verify that the floppy drive is working properly. Open the system and verify that the
floppy drive cable and power connections are properly connected and that the floppy
drive mechanisms (you can often see some of them through the holes in the floppy
drive case) are functioning properly when you insert a floppy disk in the drive.
● Clean the floppy drive read/write heads. You can purchase a special cleaning disk
with a cleaning solution to insert in the drive. With the cleaning disk in the drive,
you attempt to access the drive, causing the disk to spin and thus cleaning the drive.
3. The error message The System Cannot Find The Drive Specified indicates that the operat-
ing system cannot locate the floppy disk drive. You should check the CMOS settings to
verify that the system knows there is a floppy drive, and then clean the drive, check the
alignment of the drive, and check all connections (power and data cables) for the drive.

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4. If you attempt to read a floppy disk and receive a message that the disk is not formatted,
it was most likely formatted using a different operating system such as Macintosh or
Linux. If so, then the original owner of the disk will need to provide the information to
you on a medium that Windows can read. This might be over the network or on a
Windows-formatted floppy disk (both Macintosh and Linux can read and write to
Windows-formatted floppy disks).
5. If you can read and write to floppy disks on this system, but they cannot be read on
another system, you should suspect that the drive is out of alignment. In a drive that is
out of alignment, the read/write head is not properly aligned with the tracks on the disk
and covers parts of tracks rather than a single track. While there are tools for adjusting
the drive alignment, it is often cheaper to simply replace the drive. More information
about the types of misalignment, causes, and methods for repairing the damage can be
found at www.accurite.com/FloppyPrimer.html.
6. If none of the previous solutions fixed the problem, you might need to replace the floppy
drive.

Procedure Reference: Troubleshoot Optical Drive Problems

To troubleshoot some of the most common optical drive problems:
1. If the optical drive door won’t open:
● Verify that there is power to the drive.
● Press the eject button on the drive.
● Verify that no applications are attempting to read from the drive.
● Open My Computer and right-click the drive icon, then choose Eject.
● If all else fails, insert a straightened paper clip in the hole on the drive to manually
push the gears that drive the drawer open. You may need to press firmly.
2. If the optical drive reads data and program disks, but the user can’t hear audio CDs:
● Verify that you can read a data CD.
● Verify that the speakers are connected properly to the sound card.
● Verify that the speakers are powered and turned on.
● Verify that the volume is turned up on the physical speakers.
● Right-click the Volume icon in the System Tray and choose Open Volume Control.
Verify that Volume Control is not all the way down and that Mute is not checked.
You can also adjust the volume through Control Panel.
● Play a system sound.
a. Open Control Panel.
b. Click the Sounds, Speech And Audio Devices link.
c. Click the Adjust The System Volume link.
d. Click the Sounds tab.
e. Select an event, and then click the Play button next to Sounds to see if the asso-
ciated sound for the event is played.
● Verify that the audio cable inside the system case that connects the CD-ROM drive
to the sound card is properly installed and that there are no broken wires.
● Verify that the correct sound drivers are installed.

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a. In Control Panel, display the Sounds, Speech, And Audio Devices dialog box,
and then click the Hardware tab.
b. Verify that the Devices list includes the proper driver and that Audio Codecs is
listed.
c. If not, use the Add Hardware Wizard to add the appropriate drivers.
● Use the Troubleshooting Wizard for the Sounds, Speech, And Audio Devices. (You
access this Wizard from the Hardware tab in the Sounds And Audio Devices Proper-
ties dialog box. To open this dialog box, open Control Panel, click the Sounds,
Speech, And Audio Devices link, and then click the Sounds And Audio Devices
link.)
● Attempt to play the default song in the Windows Media Player.
a. From the Start menu, choose All Programs→Accessories→Entertainment→
Windows Media Player.
b. Choose Tools→Options.
c. Click the File Types tab and verify that all File Types are checked.
d. Click OK.
e. Click the Play button to attempt to play the default song.
● Verify the default audio is set to the system audio drive.
a. In Control Panel, open Sounds And Audio Devices.
b. Click the Audio tab.
c. Under Sound Playback, verify the driver for the sound card is listed below
Default Device.
d. Click OK.
● Verify that the user can now play the audio CD.
3. If, after upgrading to Windows XP, a user can no longer access his or her CD/DVD drive:
● Verify that the drive is on the Windows XP hardware compatibility list.
● Verify that the drive is properly installed.
● Verify that Windows Explorer lists a drive letter for the CD/DVD drive.
● Verify that the appropriate driver is installed.
a. Open My Computer.
b. Right-click the CD/DVD drive icon and choose Properties.
c. Click the Hardware tab.
d. Verify that the appropriate driver is listed.
● Use the Drives And Network Adapters Troubleshooter within the Help And Support
Center.
a. Open My Computer.
b. Right-click the drive icon and choose Properties.
c. Click the Hardware tab.
d. Click the Troubleshoot button and follow the prompts to troubleshoot the
problem.

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4. If there is a drive letter conflict, specify a free drive letter for the drive.
a. From the Start menu, right-click My Computer, and then choose Manage.
b. In Computer Management, select Disk Management.
c. In the list of drives in the right pane, right-click the CD/DVD drive and then choose
Change Drive Letter And Paths.
d. Click Change, and in the Assign The Following Letter drop-down list, select a new
drive letter for the Removable Device, choosing one that is not assigned to local or
mapped network drives.
e. Click OK twice.
5. If the user inserts a blank CD/DVD in the CD-RW or DVD-RW drive, and the drive
ejects it before the user can write to it:
● Confirm that the user has a CD-R, CD-RW, DVD-R, or DVD-RW drive and not just
a CD-ROM or DVD-ROM drive in his or her computer.
● Make sure the media is rated for the speed at which you are trying to write.
● Make sure the user is not trying to write more than the disc can hold.
● Check for software error messages that indicate what the problem might be.
● There might be debris inside the drive. Dust and other foreign matter can cause a
drive to constantly eject the disc.
● Check whether the operating system or the hardware is causing the problem by
unplugging the data cable from the drive before inserting the disc. If there is a pause
before the disc is ejected or if the drive light blinks steadily, it might be because the
media is defective or not high enough quality for the drive to use. Try a different
brand of discs.
● If the hardware appears to be fine, the operating system might be causing the
problem. Try pressing and holding Shift and inserting a disc; pressing Shift tempo-
rarily disables the AutoRun feature for the CD/DVD devices. If the CD/DVD plays
properly, the operating system is the cause of the problem. You can disable AutoRun
permanently by editing the registry. See http://support.microsoft.com/kb/155217/
en-us for the steps to accomplish this task.
● See if the CD-RW or DVD-RW drive will write after the system has been off for a
while. Some systems overheat and have trouble writing when the drive gets too hot.
6. If you can’t get video from a DVD disc, you might need to install decoder software to
emulate the hardware decoder in standalone DVD players.

Procedure Reference: Troubleshoot Removable Cartridge Drive Problems

To troubleshoot some of the most common problems with removable cartridge drives:
1. If no drive letter is displayed in Windows Explorer for a removable cartridge drive, verify
that the drivers for the drive have been installed on the system. If that is not the problem,
verify that the drive is connected to the proper port with the proper cable. After fixing
either of these problems, you should restart the system.

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2. If the user cannot write to the removable media:

● Check that it has not been write protected. There might be software-enabled write
protection or physical-write protection on the disk, depending on the media you are
using.
● If the disk still cannot be written to, try another disk in the drive.
● If the disk still cannot be written to, verify that the drive is properly connected to the
system and that the power supply is plugged in for external models.
● If the disk still cannot be accessed, try moving the drive as far from the monitor,
speakers, power supplies, or other electronic devices as possible. There might be
interference from the devices.
3. If the media was formatted under an operating system other than Windows, you might
have problems reading or writing to it. You can sometimes view the properties of the
drive to determine the format of the disk.
4. If the disk will not come out of the drive, you can try using a straightened paper clip.
Most drives have a hole that you can insert the paper clip wire into and then press it to
manually release and eject the disk from the drive mechanism.
5. The original Zip drive used the parallel port. The parallel cable that it came with is not
always compatible with the default settings on current parallel ports. You might need to
change the settings so that the port is not using unidirectional or ECP settings. It should
use bidirectional settings. After making the change, restart the computer and now that
ECP has been disabled, you should be able to access the drive.

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ACTIVITY 7-1
Troubleshooting Hard Drive Problems
Scenario:
In this activity, you will troubleshoot hard drive problems.

There is a simulated version of this activity available on the CD-ROM that shipped with this
course. You can run this simulation on any Windows computer to review the activity after
class, or as an alternative to performing the activity as a group in class. The activity simula-
tion can be launched either directly from the CD-ROM by clicking the Interactives link and
navigating to the appropriate one, or from the installed data file location by opening the C:\
085820Data\Simulations\Lesson#\Activity# folder and double-clicking the executable (.exe)
file.

What You Do How You Do It

A Computer Cannot Boot

1. Diagnose and correct the problem a. Perform a cold boot.

when a computer cannot boot and
the user sees an error message at
POST. b. Verify that CMOS lists the correct drive
settings.

c. Listen to the drive or touch the drive to

determine if it is spinning during POST.

d. Using your multimeter, verify that

power connection readings are +12v for
Pin 1 and +5v for Pin 4. Pins 2 and 3
should be grounded.

e. Verify that data cable is correctly

oriented.

f. Check drive settings:

● PATA: Master, slave, or cable select
● SCSI: Termination and device ID

g. If nothing else corrects the problem,

replace the drive.

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2. Test that the drive now works. a. Boot the system.

b. Verify that you can read and write to

the drive you repaired.

A Second Hard Drive Isn’t Recognized

3. You have installed a second hard drive and it is not recognized. You know that one
of the things you need to check when a newly installed drive isn’t recognized is the
CMOS settings for the drive. What in particular do you need to check in CMOS for
this problem?

4. Another thing you should check when a second hard drive isn’t recognized is that
the drive was installed correctly. What exactly would you be checking?

5. A second hard drive was properly installed but you cannot access it by its drive
letter. What should your next step be?

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Hard Drive Data Access Problems

6. A user is encountering the following problem: Her computer boots fine and every-
thing works until the user tries to access data on the second hard drive, the D drive.
The message “Can’t Access This Drive” is displayed when she tries to access the D
drive. The user would also like an explanation about what the error message means.
List some of the steps you might take to resolve this problem.

7. When a user tries to access the hard drive containing his data, the system locks up
and makes a clicking sound. From the DOS prompt, he can change to drive D, but
when he tries to access a file or list the files on the drive, it locks up and begins
clicking again. What steps might you take to attempt to resolve this problem? What
is the most likely cause of the problem?

8. A user reports that some of his folders have begun disappearing and some folder
and file names are scrambled with strange characters in their names. What steps
might you take to attempt to resolve this problem? What is the most likely cause of
the problem?

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Wrong Drive Size Reported

9. A 30-GB hard drive was installed, but the system reports that the drive is about 500
MB. What can be done to resolve this problem?

10. A user is questioning the difference between the sizes in GB and bytes. Why is there
such a big difference? The disk reports in some places as 9.33 GB and in others as
10,025,000,960 bytes. Why isn’t it 10 GB?

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DISCOVERY ACTIVITY 7-2

Troubleshooting Floppy Drive Problems
Activity Time: 20 minutes

Scenario:
Users have opened trouble calls with the help center for the following problems that are
related to the floppy drives on their systems.

User
Ticket No. Location Name Issue
235001 Main build- Angharad When the user attempts to access the floppy drive, he
ing, 23D41 Phatek sees the message This Disk Is Not Formatted. Do You
Want To Format It Now Or Insert Disk Now?
235002 Main build- Gary The user cannot write to a disk in the floppy drive.
ing, 32G37 Toomey
235003 Elmwood Zoe Isaacs When trying to access the floppy drive from the com-
Place, cube mand prompt, she sees the message The System
37 Cannot Find The Drive Specified.
235004 Elmwood Etta Romero User received a floppy disk containing important infor-
Place, cube mation from another user. When Etta tries to access
42 the disk through Windows Explorer, she receives a
message that the disk is not formatted.

There is a simulated version of this activity available on the CD-ROM that shipped with this
course. You can run this simulation on any Windows computer to review the activity after
class, or as an alternative to performing the activity as a group in class. The activity simula-
tion can be launched either directly from the CD-ROM by clicking the Interactives link and
navigating to the appropriate one, or from the installed data file location by opening the C:\
085820Data\Simulations\Lesson#\Activity# folder and double-clicking the executable (.exe)
file.

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1. Identify some issues you should check in resolving trouble ticket 235001.

2. List the issues to check in resolving trouble ticket 235002.

3. What might cause the user to receive the error message shown in trouble ticket
235003?

4. What would you recommend to the user to resolve trouble ticket 235004?

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ACTIVITY 7-3
Troubleshooting Optical Drive Problems
Scenario:
The following are the trouble tickets related to CD-ROM, CD-R/RW, DVD, and DVD-R
drives that have been assigned to you for resolution.

User
Ticket No. Location Name Issue
232001 Main build- Nichole The door will not open on the CD-ROM drive. The
ing, 31A57 Lombard user needs the CD that is in the drive.
232002 Main build- Ruth Dalton User needs to be able to listen to audio CDs. The sys-
ing, 41A23 tem reads data and program CDs just fine but there is
no audio.
232003 Main build- Richard The user’s CD-RW drive was listed as D. A new drive
ing, 11A10 Alston was added to the system and now the D drive does not
point to the CD-ROM drive. Some applications cannot
find the CD-ROM when he attempts to run the applica-
tion, even though the CD is in the drive.
232004 Main build- Mark Glick User needs to burn a CD and the drive keeps ejecting
ing, 12D52 the CD media before he can write the disc.
232005 Elmwood Jennifer The user needs to be able to watch DVDs on her
Place, cube Kulp system. She can read CDs, play audio CDs, and read
7 data DVDs in the drive, but does not see any video.

There is a simulated version of this activity available on the CD-ROM that shipped with this
course. You can run this simulation on any Windows computer to review the activity after
class, or as an alternative to performing the activity as a group in class. The activity simula-
tion can be launched either directly from the CD-ROM by clicking the Interactives link and
navigating to the appropriate one, or from the installed data file location by opening the C:\
085820Data\Simulations\Lesson#\Activity# folder and double-clicking the executable (.exe)
file.

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What You Do How You Do It

1. Resolve trouble ticket 232001. a. Verify that there is power to the drive.

b. Press the Eject button on the drive.

c. Verify that no applications are attempt-

ing to read from the CD-ROM.

d. Open My Computer. Right-click the

CD-ROM drive icon and choose Eject.

e. Straighten out a small paper clip, and

then insert the end into the hole on the
front of the CD-ROM drive.

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2. Resolve trouble ticket 232002. a. Verify that you can read a data CD.

b. Verify that the speakers are connected

properly to the sound card.

c. Verify that the speakers are properly

powered and turned on.

d. Verify that the volume is turned up on

the physical speakers.

e. In the System Tray, right-click the Vol-

ume icon and choose Open Volume
Controls.

f. Verify that Volume Control is not all the

way down and that Mute is not
checked.

g. Play a system sound such as the

Asterisk.

h. Verify that the proper sound device

drivers are installed.

i. Verify that the audio drive is the default

sound playback device.

j. In the Sounds And Audio Devices window,

click the Hardware tab and then click
Troubleshoot. Follow the prompts in
the Troubleshooting Wizard to attempt
to resolve the problem.

k. Open the Windows Media Player and

attempt to play the default song.

l. Verify that the audio cable inside the

case that connects the CD-ROM to the
sound card is properly installed and
that there are no broken wires.

m. Verify that you can now play the audio

CD.

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3. Regarding trouble ticket 232003, explain to the user what the reason for the problem
is and what needs to be done to correct it.

4. What would you suggest that the user try in resolving trouble ticket 232004?

5. After checking over the hardware for the DVD drive on the system, you find no
problems. What else might the problem be in trouble ticket 232005?

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TOPIC B
Troubleshoot Power Supplies
In the last topic, you identified and corrected problems with storage devices. Another personal
computer component that is required for the system to operate is the power supply. In this
topic, you will troubleshoot power supplies.
Underpowered systems, especially older systems with relatively small power supplies, can
experience lockups, random reboots, and other quirky behavior. As an A+ technician, you will
be required to test and troubleshoot power supplies.

Common Power Problems

Power problems can result in data loss, erratic behavior, system crashes, and hardware damage,
and the more severe the problem, the more severe the consequences.

Power Problem Possible Causes

Line noise EMI interference.
RFI interference.
Lightning.
Defective power supply.
Power sag Many electrical systems starting up at once.
Switching loads at the electric company utility.
Electric company equipment failure.
Inadequate power source.
Power undervoltage or brownout This symptom can last from several minutes to
several days and can be caused by any of the fol-
lowing:
● Decreased line voltage.

● Demand exceeds power company supply.

● Utility company reduced voltage to conserve

energy.
A variation on this is switching transient or instan-
taneous undervoltage that lasts only a matter of
nanoseconds.
Frequency variation Usually occurs when using a small power
generator. As loads increase or decrease, the power
frequency varies. Generators are not recommended
for supplying direct power to computers and other
sensitive equipment. The variance in frequency
(square wave instead of sinusoidal wave) and the
instability of the voltage will cause severe instabil-
ity in computers, leading to crashes, data loss, and
possible equipment damage. Using a power condi-
tioner or an inverter with a generator will prevent
these issues by stabilizing the voltage and
frequency.

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Power Problem Possible Causes

Overvoltage Suddenly reduced loads.
Equipment with heavy power consumption is
turned off.
Power company switches loads between
equipment.
Power failure Lightning strikes.
Electrical power lines down.
Overload of electrical power needs.

Common Power Supply Issues

Power supply damage from overheating, lightning strikes, or short circuits can produce a num-
ber of symptoms.

POST error codes from 020 and 029 are related to the power supply.

Symptom Possible Cause and Solution

Fan will not work. The fan and openings around the power supply bring in air to cool sys-
tem components, but they also allow dirt and dust to gather around the
power supply. This can cause the fan bearings to wear and the fan to turn
more slowly. You can use compressed air to remove this debris from the
system. If the fan becomes damaged due to dust, replace the power sup-
ply or have qualified personnel replace the fan.

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Symptom Possible Cause and Solution

Computer won’t start or ● If the computer doesn’t start at all, make sure that there is power to
reboots after startup. the outlet. You can do so by plugging in a lamp or other device that
you know works. If that doesn’t turn on, you know that you have a
bad outlet and not necessarily a bad power supply.
● Check that the connections from the power supply to the system board
are secure, especially on ATX systems. Make sure the master switch to
the power supply, at the rear of the system, is on, before pressing the
computer’s power button. Also on ATX systems, check the voltage of
the power being supplied.
● A loose power supply rail landing on exposed metal can short-circuit
the power supply. The power supply can detect this problem and dis-
able itself. If you fix the short (by putting the power cable onto the
drive correctly), the power supply should start working again. Unused
rails should be either covered (some bring rubber end caps) or tie-
wrapped to a safe location (not too tight to avoid damaging the wire).
Also check for loose screws or foreign metallic objects that can cause
shorts.
● Check power supply rail voltages with a digital multimeter, to verify
that the necessary voltages are being provided to the board. This will
not measure voltage under load, but will allow you to determine
whether the rails are working properly. Most motherboards also pro-
vide a voltage reading within the BIOS. If the system boots, access
this BIOS option to obtain readings as detected by the motherboard.
Noise coming from power Other components, especially drives, can also sometimes make a lot of
supply. noise. Make sure this isn’t where the noise is coming from.
A whine or squeal from the power supply area is usually from the fan. A
damaged fan with worn bearings will cause a grinding whine that wors-
ens with time. Sometimes, when the bearings begin to fail, the fan blade
assembly will shift, rubbing against the fan grill or the case, and produce
a high-pitched noise. Also possible, after cleaning with compressed air, a
wire inside the power supply unit was shifted by the forced air and is
now touching the fan, causing the very loud grinding noise, possibly
stopping the fan altogether. With the power supply off, you can attempt
to carefully shift the wire away from the fan by using a plastic tool
(metal not recommended so as to avoid damaging any components).
If the noise is not from the fan, but from another power supply compo-
nent, replace the power supply or take it out and send it for service.

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How to Troubleshoot Power Supplies

Procedure Reference: Test a Power Supply With a Multimeter
To use a multimeter to test a power supply for proper output voltage:
1. Prepare the computer.
a. Shut down the computer.
b. Disconnect all cables externally connected to the chassis.
c. Remove the computer enclosure (cover).
d. Locate a spare Molex connector, and remove it from the bundle if necessary so that
you can easily access it without having to reach inside the case to work with the
connector.
e. Reconnect the power cable.
f. Power on your computer.

Be sure to not touch the case, internal components, or multimeter probe contacts
while measuring the power supply voltage. You could be seriously injured or killed.

2. Measure the 5 volt output from the power supply.

a. Set your multimeter to measure DC voltage with a scale that will permit readings in
the +5 volt range.
b. Insert the multimeter’s black probe into the black (GND) lead of the power
connector.
c. Insert the multimeter’s red probe into the red (+5) lead of the power connector.
d. Examine the voltage measured by the multimeter. It should be approximately +5
volts.
3. Measure the 12 volt output from the power supply.
a. If necessary, set your multimeter to measure DC voltage with a scale that will permit
readings in the +12 volt range.
b. Insert the multimeter’s black probe into the black (GND) lead of the power
connector.
c. Insert the multimeter’s red probe into the yellow (+12) lead of the power connector.
d. Examine the voltage measured by the multimeter. It should be approximately +12
volts.

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4. Restore the PC to service.

a. Shut down the computer.
b. Disconnect the power cable.
c. Rebundle wires and return the Molex connector to the location from which you got
it.
d. Replace the computer enclosure (cover).
e. Connect all cables externally connected to the chassis.
f. Power on your computer.

Power Supply Wire Color Conventions

System components cannot use the 120-volt power coming directly from the electrical outlet.
The power supply steps the voltages down to 3.3-, 5-, and 12-volt connections for system
components. Wires are color-coded as to their voltages. The following table shows the wire
color for each voltage connection.

Color or Component Voltage

Yellow wire +12
Blue wire -12
Red wire +5
White wire -5
Motor +/-12
Circuitry +/-5

Power Supply Testers

Although you can use multimeters to test power supplies, there are also specialized tools called
power supply testers that are simpler to use for this purpose, and that perform more compre-
hensive tests. For instance, you can test the various power connectors (Berg, Molex, AT, and
ATX). You can also use them to test the power supply under load.

Procedure Reference: Troubleshoot Power Problems

To troubleshoot power problems:
1. If the fan does not appear to be working and the system doesn’t come on or abruptly
shuts itself down, address the problem as soon as possible. Leaving the problem alone
would allow heat to build up to dangerous levels, causing serious damage to the system,
and possibly fire.
a. Unplug the system and remove the system cover.
b. Using compressed air, blow out any dust around the fan spindle.
c. Verify that there is no obvious reason that the fan is not spinning.
d. If these suggestions do not fix the problem, replace the power supply. Remember, do
not open a power supply as there is a high danger of electrocution.

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2. If there are power-related startup errors, such as the system, fan, and power light not com-
ing on:
a. Verify that the power cord is securely connected to the power supply and to the elec-
trical outlet on the UPS or surge protector (or the wall, but you should always
protect it through a UPS or surge protector).
b. Verify that the UPS or surge protector is turned on and plugged in.
c. Verify that the UPS or surge protector is working by plugging in a lamp with a
known good light bulb and turning on the light.
d. If the lamp did not light, check to see whether any reset buttons need to be reset on
the UPS or surge suppressor, or check the electric outlet’s circuit breaker.
e. If none of these fixed the problem, replace the power supply.
3. If an ATX motherboard will not power up, use a multimeter or power supply tester to
check the voltage of the power being supplied. Check the connectors to the system board
as well.

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ACTIVITY 7-4
Troubleshooting Power Supplies
Setup:
Before you begin this activity, shut down your computer.

Scenario:
The following are the trouble tickets related to power problems that have been assigned for
you to resolve.

User
Ticket No. Location Name Issue
125001 Elmwood Sylvania One of the other hardware technicians has been trying
Place, cube Rawleigh to troubleshoot a power problem. The system will not
20 come on when the user turns on the power switch. He
determined that the user has an ATX system board and
power supply. You have been assigned to take over
this trouble ticket.
125002 Main build- Darlene When the user turns on the PC, it doesn’t always come
ing, 51B24 Burley on and sometimes it just shuts itself down abruptly,
with no warning. When she turns on the system again,
there is no fan noise. She is using a legacy database
application and the data is being corrupted during the
improper shutdowns.
125003 Main build- Earle The user turns on the power switch, but the system
ing, 21K37 Washburn does not come on. He does not hear the fan, there is
no power light on, and he hears no beeps or other
sounds coming from the system. His system is plugged
into a surge protector.

There is a simulated version of this activity available on the CD-ROM that shipped with this
course. You can run this simulation on any Windows computer to review the activity after
class, or as an alternative to performing the activity as a group in class. The activity simula-
tion can be launched either directly from the CD-ROM by clicking the Interactives link and
navigating to the appropriate one, or from the installed data file location by opening the C:\
085820Data\Simulations\Lesson#\Activity# folder and double-clicking the executable (.exe)
file.

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What You Do How You Do It

1. Resolve trouble ticket 125001. a. Set the multimeter for DC volts over
12V.

b. Locate an available internal power sup-

ply connector. If none are free, power
off the system and unplug it, then
remove one from a floppy drive or CD
drive, then power on the system again.

c. Insert the black probe from the

multimeter into one of the two center
holes on the internal power supply
connector.

d. Insert the red probe from the

multimeter into the hole for the red
wire.

e. Verify that the multimeter reading is

+5V DC.

f. Move the red probe into the hole for

the yellow wire.

g. Verify that the multimeter reading is

+12V DC.

h. Check the documentation for the ATX

motherboard to see if there is a logic
circuit switch that signals power to be
turned on or off, that it is properly con-
nected, and how it should be set.

i. Verify that the motherboard, processor,

memory and video card are all cor-
rectly installed and working.

2. What would you do to resolve trouble ticket 125002?

3. If the computer did not start, what would your next action be?

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4. List the steps you would use to resolve trouble ticket 125003.

5. If the computer did not start, what would your next action be?

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TOPIC C
Troubleshoot Memory
In the last topic, you resolved problems with power supplies. Memory issues can also be the
cause of generalized computer problems. In this topic, you will troubleshoot memory.
Memory plays a huge role in every operation done by a personal computer. An issue with
memory can result in a wide range of problems and symptoms. As an A+ technician, your abil-
ity to identify and solve memory problems will be crucial in providing your users with the
optimal computing environment.

Error Checking
Many memory modules include error-checking mechanisms to protect data. The most common
are parity and Error Correcting Code (ECC).

Error-Checking
Mechanism Description
Parity Parity is an error correction method that is used for electronic
communications. For memory modules, the use of a parity bit can detect
some of the errors that can be introduced during a data transmission. Eight
bits are for data, and the ninth bit is the parity bit. Parity can be odd or
even, meaning that the total number of 1s is an odd or an even number. If
an error is detected, nothing is done to fix it. The system simply tries
again after discarding the data. Parity is rarely used; other system compo-
nents are relied on to verify that the data contained in memory is accurate
when non-parity memory is used. Some chips use fake parity. In this case,
the values are always 1s and it is assumed that there are never any
memory problems. Other pieces of hardware and/or software take over in
verifying that the information contained in the memory is correct.
Error Correction Code Error Correction Code (ECC) is an error correction method that uses sev-
(ECC) eral bits for error-checking. A special algorithm is used to detect and then
correct any errors it finds. ECC is used only in upper-end systems such as
high-end workstations and servers; other desktop systems use non-ECC
memory.

Common Memory Issues

Memory problems typically show themselves as memory-specific errors, erratic behavior of the
system, or frequent crashes.

Symptom Possible Causes

Computer crashes or ESD, overheating, or other power-related problems that can affect
reboots; data is corrupted. memory. Registry writing to bad memory, General Protection Faults
(GPFs), and exception errors caused by software and operating system.

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Symptom Possible Causes

Memory errors appear on Memory address errors at boot time. Memory mismatch errors in which
screen. you are prompted to specify how much RAM is installed to clear the
message. Applications that require large amounts of memory or that don’t
properly release memory.
Computer appears to boot; Memory is not correct for the system. For instance, the computer is
screen remains blank. expecting memory that uses error checking and you installed non-parity
memory. Memory module is not fully inserted into the slot.
Computer does not boot. CPU cannot communicate with memory due to the memory being
POST beep codes sound. improperly installed or the BIOS not recognizing the memory. Beep codes
are specific to the BIOS manufacturer and the ones for memory can be
found in the manufacturers’ beep codes list.
Some or all newly installed You exceeded the maximum amount of RAM that can be addressed by
memory is not recognized. the system. Even though the slots can accept SIMMs containing more
memory, the system can only recognize a certain amount of memory on
most systems. The wrong memory type was installed. The memory was
not installed in the proper sequence. You might need to leave empty slots
between multiple modules, or you might need to install modules contain-
ing more memory in lower-numbered slots than smaller modules.

How to Troubleshoot Memory

Procedure Reference: Troubleshoot Memory Problems
To troubleshoot memory problems:
1. Perform a virus scan. Viruses can cause symptoms that mimic those of a memory
problem.
2. Verify that the correct memory modules were installed in the system. You can check the
part numbers against the memory or PC manufacturer’s website. For example, be sure that
you aren’t trying to use DDR2 RAM in a DDR RAM system.
3. Verify that the memory was installed and configured properly. Older systems required that
memory be installed in pairs. In all cases, verify that the memory modules are fully
seated. Always start with memory in the first bank. Check your documentation for other
requirements specific to your system.
4. Try swapping the memory between slots. For example, if you only experience problems
when many applications are open, the chance is that one of the memory modules in the
higher banks is the problem. If the system won’t boot, try one of the other modules in the
first bank to see if it then boots. Try putting a known good module in the first slot and
removing all of the other memory modules.
5. Check for BIOS upgrades. If there are known problems, then a fix has probably been
issued. This usually applies to older systems.

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DISCOVERY ACTIVITY 7-5

Troubleshooting Memory
Scenario:
The following are the trouble tickets to which you have been assigned. All of the users are
experiencing some type of problem related to the memory installed in their systems.

User
Ticket No. Location Name Issue
401001 Main build- Roger The user is experiencing corrupted data in his database
ing, 12B52 Wheaton application. The hard drive has been checked and no
problems were found with it. The application was rein-
stalled and the database was reindexed and all data
problems have been corrected. No other users are
experiencing this problem when they enter data. He
has been successfully entering data until just recently.
401002 Elmwood Rory Waldon The user is complaining of application crashes. He is
Place, cube 6 fine if he is only running his email and word process-
ing programs. If he also opens his graphics program at
the same time, then the applications are crashing.
401003 Main build- Hazel Beech Additional memory was installed in her system and
ing, 22G42 now it won’t boot.

There is a simulated version of this activity available on the CD-ROM that shipped with this
course. You can run this simulation on any Windows computer to review the activity after
class, or as an alternative to performing the activity as a group in class. The activity simula-
tion can be launched either directly from the CD-ROM by clicking the Interactives link and
navigating to the appropriate one, or from the installed data file location by opening the C:\
085820Data\Simulations\Lesson#\Activity# folder and double-clicking the executable (.exe)
file.

1. After troubleshooting trouble ticket 401001, you have discovered symptoms of a

memory problem. What could cause sudden memory problems?
a) New virus
b) Power loss
c) New memory not compatible
d) Power surge

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2. You are attempting to resolve trouble ticket 401002. Why is the user only experienc-
ing the problem when additional applications are opened?
a) There is not enough memory in the system.
b) Memory errors are occurring in higher memory than is normally used.
c) The memory modules are incompatible with one another.

3. Resolve trouble ticket 401003 by placing the steps in the proper order.
Verify that the correct memory was installed in the system.
Check to see if the BIOS manufacturer has released any upgrades that would resolve
the problem.
Try swapping memory around in the memory banks.
Verify that memory was installed and configured correctly.

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TOPIC D
Troubleshoot CPUs
In the last topic, you resolved memory problems. In addition to memory, the processor is
involved in every computer operation and can cause problems throughout the system if it is
compromised. In this topic, you will troubleshoot CPUs.
Because the processor provides the computational power that drives everything that a personal
computer does, the ability to recognize and resolve processor issues is a critical skill for com-
puter technicians.

Common CPU Issues

Most problems with CPUs can be attributed to overheating or outright failure. The main solu-
tion to CPU problems is to replace the CPU or the entire system board. When you replace a
processor, you must select a processor that is compatible with the type supported by the sys-
tem board.

Older prcessors in unsecured sockets could experience chip creep, which is the phenomenon
of vibrations and movements causing the chip to become loose. In today’s ZIF sockets, this is
no longer an issue.

All processors today use some type of socket installation. For older slot-based systems, it was
possible to purchase adapters to use a socketed processor in the slot-based system board.

CPU Replacement Tips

Today’s ZIF sockets enable the chip to drop in, which ensures that Pin 1 on the processor is
properly aligned with Pin 1 on the socket and that you do not bend the pins when removing or
inserting the processor. The chip will fit easily and does not need to be forced; once the chip is
in place, you can lower and secure the retaining clip.

CPUs and Cooling Systems

Because CPUs are prone to damage from overheating, you should always consider the cooling
system components when you are troubleshooting CPU issues. For instance, if a user is experi-
encing intermittent problems during operation, there could be inadequate airflow within the
computer chassis that can be corrected by providing space in front of the vents and fans. Also,
dust can often accumulate on the CPU’s heatsink, and can reduce the efficiency of the
heatsink, possibly causing the CPU to overheat.
When thermal problems cause a system to shut down or fail to boot, it could be that the over-
all system cooling is inadequate, a cooling device has failed, or the processor is overclocked,
whether intentional or not.
● If you suspect the cooling system is a problem, you can add more cooling devices,
upgrade to more efficient devices, or replace failed devices.

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● If you suspect the CPU is overclocked, use BIOS or jumper settings to reduce the CPU
speed.

How to Troubleshoot CPUs

Procedure Reference: Troubleshoot CPUs
To troubleshoot CPUs:
1. If you suspect that overheating is causing CPU problems, verify that the CPU fan is
installed and functional. If the fan doesn’t work, replace it.
2. On older systems, chip creep can occur over time. Reseat the CPU if you think that chip
creep might be the source of your CPU problems.
3. Processors have no serviceable parts. When a processor is defective, you need to install a
new one. Thus, CPU failure usually requires you to replace the processor.

Procedure Reference: Troubleshoot Cooling Systems

Problems with cooling systems can often manifest themselves as CPU problems. To trouble-
shoot cooling systems:
1. Verify that the air vents in the computer chassis are not blocked.
2. Move the system further from the wall if airflow is not sufficient.
3. Use compressed air to remove dust and dirt from fan components and the CPU heatsink.
4. Verify that the fan blades are turning freely; remove debris or obstructions.
5. Make sure the heat sink is securely clipped to the CPU.
6. If a cooling component has failed, replace it.
7. Configure the processor to eliminate overclocking.
8. Inadequate system cooling can create ongoing thermal problems that cause the system to
shut down or not to boot at all. If cooling is an ongoing issue, the ultimate solution is to
upgrade the cooling system by replacing or adding cooling devices.

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DISCOVERY ACTIVITY 7-6

Discussing CPU Troubleshooting
Scenario:
You are attempting to resolve problems for a user who has been reporting intermittent but
severe system errors such as frequent unexpected shutdowns. The problems have been getting
more frequent, and you have been unable to pinpoint a cause within the system software,
power supply, memory, or any adapter cards. You are starting to suspect that there is a bad
CPU, and you need to proceed accordingly to get the user back to work with as little down-
time and cost as possible.

1. What initial steps should you take to identify and resolve a potential CPU problem?
a) Replace the CPU with a known good processor.
b) Verify that the CPU fan and other cooling systems are installed and functional.
c) Replace the system board.
d) Reseat the CPU.
e) If the CPU is overclocked, throttle it down to the manufacturer-rated clock speed.

2. All other diagnostic and corrective steps have failed. You need to verify that it is the
CPU itself that is defective. What should you do?
a) Replace the system board.
b) Reinstall the operating system.
c) Remove all the adapter cards.
d) Replace the CPU with a known good chip.

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TOPIC E
Troubleshoot System Boards
In previous topics, you resolved problems with the majority of the components of a personal
computer. Because this is the main circuitry in the personal computer, problems with the sys-
tem board will affect other components. In this topic, you will troubleshoot system boards.
As an A+ technician, it’s likely that you will be asked to troubleshoot many different hardware
components, including system boards. Identifying and solving system board problems can be
difficult, but doing so efficiently can alleviate the need to replace an entire personal computer,
saving both money and user downtime.

Common System Board Issues

System board problems can be among the most difficult to recognize and diagnose. Typically,
the computer will not boot, or the computer will display erratic behavior that cannot be
resolved otherwise. If you have eliminated all other hardware components, applications, and
the operating system as the source of the problem, then you should check to see if the system
board is the cause.

Causes of System Board Problems

Common sources of system board-related problems include:
● Computer viruses infecting the system, including the BIOS.
● Loose connections between system components and the system board.
● Out-of-date BIOS.
● CMOS battery is not holding the BIOS information.
● Damage to the CPU due to overheating or electrical damage. Use a temperature sensor
along with cooling systems to combat overheating, and utilize standard ESD prevention
methods.
● Electrical shorts on the system board due to improperly seated components, power surges,
or ESD. This is the most common cause of system board problems.
● Physical damage to the system board.

Preventing System Board Problems

When you have to touch the system board, you can prevent damage by handling it with care.
When you install components into the system board, be sure not to bend or break any of the
pins. This includes the pins on the cards as well as the system board. Also, the system board
could be cracked if you pushed down too hard. When you secure the system board to the case,
be sure not to overtighten the screws as this could also crack or damage the system board.
ESD damage, from handling or from electrical surges such as lightening strikes, can ruin the
system board electronics. Be sure to use proper surge protection as well as ESD-prevention
techniques to help prevent such problems.

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Repair vs. Replace

Today’s system boards are highly integrated and generally not repairable. When you examine a
system board, you will find that there are very few components on the board that are actually
repairable. For example, if a built-in port fails, you will have to install an expansion card that
provides that port’s functionality. If an integrated circuit fails, you will have to replace the sys-
tem board. Even if you are highly skilled in the use of a soldering iron, in most cases, when a
system board fails, you will replace it. Other than the battery, there is virtually nothing you
can repair.

How to Troubleshoot System Boards

Procedure Reference: Troubleshoot System Board Problems
To troubleshoot system board problems:
1. If the computer displays error messages, research the messages to determine a possible
cause.
2. Eliminate problems with all other system components.
3. Perform a virus scan.
4. Reseat all components on the system board, including both cables and connector pins.
5. Update the system BIOS.
6. Update device drivers.
7. Replace the CMOS battery.
8. If you suspect overheating, implement further CPU cooling measures.
9. If you suspect electrical damage to the CPU, replace the CPU.
10. If you suspect electrical or physical damage to the system board, replace the system board
or the entire system unit.

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DISCOVERY ACTIVITY 7-7

Troubleshooting System Boards
Scenario:
The following list of trouble tickets are system board problems that you have been assigned
to resolve.

User
Ticket No. Location Name Issue
135095 Main build- Jennifer When the user turns on the PC, it doesn’t always come
ing, 51B24 Bules on and sometimes it just shuts itself down abruptly,
with no warning. When she turns on the system again,
there is no fan noise. Her data is becoming corrupted
from the frequent reboots.
135096 Main build- Edward When the user turns on the computer, he sees a mes-
ing, 21K37 Wever sage stating that the computer’s date and time are
incorrect. He must reset this information in the com-
puter’s BIOS each time he starts the computer.
135097 Elmwood Sarah One of the other hardware technicians has been trying
Place, cube Wesson to troubleshoot a power problem. The computer peri-
20 odically and randomly reboots. The other technician
has determined that the user has an ATX system board
and power supply. You have been assigned to take
over this trouble ticket.

1. What should you do to resolve trouble ticket 135095?

2. What should you do to resolve trouble ticket 135096?

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3. What should you do to resolve trouble ticket 135097?

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Lesson 7 Follow-up
In this lesson, you resolved problems with system components. Solving problems with storage
devices, power issues, memory, CPUs, and system boards is a critical skill for any hardware
technician.
1. With what types of system components do you have troubleshooting experience?

2. What system components do you expect to have to troubleshoot most often at your
workplace?

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 Installing and
8 Configuring Operating
Systems
Lesson Time: 3 hour(s)

Lesson Objectives:
In this lesson, you will install and configure operating systems.
You will:
● Install Microsoft Windows.
● Upgrade Windows from a given version to a later version.
● Add devices to an installation of Microsoft Windows.
● Optimize an installation of Microsoft Windows.
CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

Introduction
So far in this course, you have installed and configured the physical components of a system,
and you have worked with the operating system only in a high-level general way. Now it is
time to put the system hardware and software together. In this lesson, you will install and con-
figure operating systems.
Because so many computers today come with operating system software installed by the ven-
dor, an ordinary user might never need to install an operating system. As a trained computer
support professional, however, your needs are different. You might be called upon to install
and configure operating systems if the original installation does not meet your needs; if you
are upgrading a system; if you have constructed a computer from scratch; or if you are rede-
ploying a system from one use to another. In all these cases, you will need the skills to install,
configure, and optimize the computer so it meets your business needs.
This lesson covers all or part of the following CompTIA A+ (2006) certification objectives:
● Topic A:
■ Exam 220–601 (Essentials): Objective 1.2, Objective 3.1, Objective 3.2, Objective
3.3, Objective 3.4
■ Exam 220–602 (IT Technician): Objective 3.1, Objective 3.2, Objective 3.3, Objec-
tive 3.4, Objective 4.2
■ Exam 220–603 (Remote Technician): Objective 2.1, Objective 2.4, Objective 3.2
■ Exam 220–604 (Depot Technician): Objective 1.1
● Topic B:
■ Exam 220–601 (Essentials): Objective 3.2
■ Exam 220–602 (IT Technician): Objective 3.2
■ Exam 220–603 (Remote Technician): Objective 2.2, Objective 2.4
● Topic C:
■ Exam 220–601 (Essentials): Objective 3.2, Objective 3.3
■ Exam 220–602 (IT Technician): Objective 3.3
● Topic D:
■ Exam 220–601 (Essentials): Objective 3.1, Objective 3.2, Objective 3.3, Objective
3.4
■ Exam 220–602 (IT Technician): Objective 3.1, Objective 3.2, Objective 3.4
■ Exam 220–603 (Remote Technician): Objective 2.1, Objective 2.2, Objective 2.4

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TOPIC A
Install Microsoft Windows
In this lesson, you will install and configure operating systems. The fundamental installation
method is to install the operating system from scratch. In this topic, you will perform a fresh
installation of Microsoft Windows.
Being able to perform a fresh installation of Windows can be important if you have built a
custom computer system from scratch, if the system you purchased from a vendor did not have
the correct system installed, or if you are completely redeploying existing hardware from one
purpose to another. The skills and information in this topic will help you plan and perform a
fresh installation properly whatever your technical and business requirements might be.

Windows System Requirements

Before installation, you must make sure that your hardware meets or exceeds the minimum
requirements for the version of Windows you will install.

Operating System Requirements

Windows 2000 Professional ● Processor: Pentium 133 MHz or greater
● RAM: 32 MB required (64 MB recommended)
● Hard disk: 2 GB with 1 GB free space
● Video adapter: VGA
● Local installation source: 12X CD-ROM
● Input devices: Keyboard; mouse or other point-
ing device

Windows XP Professional ● Processor: 233-MHz minimum required; 300

megahertz (MHz) or higher recommended. Intel
Pentium/Celeron family, AMD K6/Athlon/
Duron family, or compatible processor
recommended
● RAM: 64 MB required (128 MB recommended)
● Hard disk: 1.5 GB available space
● Video adapter: Super VGA 800x600 resolution
● Local installation source: CD-ROM or DVD-
ROM
● Input devices: Keyboard; mouse or other point-
ing device

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Operating System Requirements

Windows XP Home Edition ● Processor: 233-MHz minimum required; 300
megahertz (MHz) or higher recommended. Intel
Pentium/Celeron family, AMD K6/Athlon/
Duron family, or compatible processor
recommended
● RAM: 64 MB required (128 MB recommended)
● Hard disk: 1.5 GB available space
● Video adapter: Super VGA 800x600 resolution
● Installation source: CD-ROM or DVD drive
● Input devices: Keyboard; mouse or other point-
ing device
Windows XP Media Center Edition Media Center Edition is intended for installation
on a specially-configured media-ready Media Cen-
ter PC that will connect to and interact with other
home media devices such as a TV, music center, or
game system. Media Center PCs are available from
many major retailers and computer manufacturers.
For information about the different Media Center
PC models and options as well as purchasing
information, see the Media Center web page at
www.microsoft.com/windowsxp/mediacenter/
default.mspx.

Mac OS System Requirements

The system requirements for Mac OS X Tiger are:
● A Macintosh computer with a PowerPC G3, G4, or G5 processor.
● Built-in FireWire support.
● A built-in display or a display connected to an Apple-supplied video card supported by
your computer.
● A DVD drive for installation.
● 256 MB of RAM.
● 3 GB of available hard disk space minimum; 4 GB to install all developer tools.

Linux System Requirements

The hardware requirements for installing Linux will depend upon the distribution of Linux you
choose. Linux is a portable operating system, and there are versions available for many differ-
ent processor types, including Intel x86 and Pentium; Itanium; DEC Alpha; Sun Sparc;
Motorola; and others. In general, a basic installation of Linux on a workstation might require
as little as 16 or 32 MB of memory and 250 MB of disk space, but you might need several
gigabytes of disk space for complete installations including all utilities.

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Hardware Compatibility
You should check all your hardware to ensure that it is compatible with the version of Win-
dows you plan to install. Microsoft tests and verifies hardware devices for different versions of
Windows and maintains the results in the Windows Marketplace Tested Products List. For
Windows XP Professional, you can also run the Microsoft Windows Upgrade Advisor from the
product compact disc to generate compatibility reports.

The Tested Products List is available on the Microsoft website at http://

testedproducts.windowsmarketplace.com/.

Previously, Microsoft issued a list of all supported hardware in a file called the Hardware Com-
patibility List (HCL). For current versions of Windows, the HCL has been replaced by the
Tested Products List. You still can access the HCLs for legacy versions of Windows from the
HCL Home Page at http://www.microsoft.com/whdc/hcl/default.mspx.

Macintosh Hardware Compatibility

If your Macintosh computer meets the minimum requirements for Mac OS installation, the
hardware should all be compatible with the operating system. You can verify that your hard-
ware is supported by checking the list at http://www.apple.com/macosx/upgrade/
requirements.html.

Linux Hardware Compatibility

Because Linux is a portable operating system, it is compatible with a wide range of hardware.
You will need to check with the vendor or provider of your Linux distribution to verify if your
particular system hardware is supported by that distribution.
One web resource you can use to research general Linux hardware support is the Linux Hard-
ware Compatibility HOWTO site at www.tldp.org/HOWTO/Hardware-HOWTO. You can
find additional Linux hardware compatibility lists at www.linux-drivers.org.

Installation Methods
You can choose any of several methods to install Windows operating systems.

Installation Method Description

Local installation source You can launch the Setup program by booting the computer from a local
installation CD-ROM.
Network installation You can launch the Setup program by connecting to a shared network folder
source that contains the installation source files and running the installation program
file manually. In this case, you will need another operating system with net-
working capability already installed on the computer, or you will need
bootable media such as a floppy disk, USB drive, or CD-ROM drive, with
network connection software included.

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Installation Method Description

Unattended installation You can automate an installation of Windows so that it requires limited or
no user intervention. An unattended installation requires you to create an
answer file, which is a text file that provides configuration information to the
Windows Setup program. Microsoft provides a utility called the Setup Man-
ager Wizard that can assist you in creating answer files as well as a batch
file that includes the correct Setup command syntax. There are some
advanced customization settings you can only implement by using unat-
tended installation.
For general information about unattended installations, see the article “Over-
view of Unattended Installation” at technet.microsoft.com.
System imaging A computer image is a file containing a sector-by-sector replica of a comput-
er’s hard disk that can be replicated onto the hard disks of one or more other
computers. The image contains the operating system software, such as Win-
dows XP Professional, and also the applications, files, desktop settings, and
user preferences from a single computer. Imaging provides a rapid way to
deploy standardized computer installations. To use system imaging to install
Windows, you will need:
● A reference computer to provide a baseline configuration for other
computers. The contents of the reference computer are stored in the com-
puter image.
● A third-party disk imaging application, such as PowerQuest Drive Image
Pro or Symantec Ghost, to create the image itself.
● A software distribution point to store the image. This can be a network
share point, or removable media, such as a CD-ROM.
● Target computers, the new or existing computers on which you deploy an
image. Target computers must have the same disk controller type and
mass-storage device driver as the reference computer. For example, if the
reference computer has a small computer system interface (SCSI) control-
ler with a non-generic driver, then the target computer must have a SCSI
controller and use the same driver.
To use imaging to install Windows systems, follow the instructions in your
drive imaging software’s documentation.

Problems can arise from differences in the hardware between the reference computer and the
install computer. Not everyone has the same exact computer throughout a company, so it’s
not uncommon for slight variances in network and video cards to exist. For these systems, the
best thing to do is to create the image without these drivers installed, then install them after
the machine is imaged. Bigger concerns that are difficult to overcome deal with motherboard
differences at the system board level which can cause the installation to fail. This would
necessitate different images for each system type.

If your network environment supports Microsoft Active Directory, you can use Microsoft’s
Remote Installation Services (RIS) to deploy Windows automatically on multiple computers
throughout your organization. The RIS process is somewhat similar to deploying ghost
images, but requires a number of Microsoft services and system tools rather than third-party
software.

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Installation Options
There are various options you can choose during Windows operating system installation.

Option Description
Disk and file system You can set up and format one or more disk partitions during installation. If
preparation you make an entire disk one partition, you cannot repartition the disk later
without either reinstalling the operating system or using a third-party tool.
NTFS is the recommended Windows file system because it is well-suited to
today’s large partition sizes and provides security and enables file compres-
sion and encryption.
Regional and date and You can set the date and time for your locale and select the appropriate
time settings regional settings, such as the appropriate local display format for currency.
Computer name You can give the computer a descriptive name of up to 15 characters. The
Setup program might suggest a default name for you.
Network configuration You can decide how you want to configure networking settings for the
computer. You can accept a Typical configuration or you can configure Cus-
tom settings that are appropriate to your environment.
Workgroup or domain Domains and workgroups are two different organizational and security models
membership for Windows networking. Domains require a specially-configured Windows
Server computer called a domain controller and are most often used in corpo-
rate environments with centralized administration. Workgroups are
unstructured named collections of individual computers and are usually
deployed in homes and small offices.
Internet connection You can indicate whether the computer will connect to the Internet using the
method local network connection or if it will connect to an account from an Internet
Service Provider (ISP).
Local user accounts For Windows XP, if you are installing into a workgroup, you can create local
user accounts during installation. You can create additional local users and
groups after installation.
For Windows 2000, if you are installing into a workgroup, you can set logon
options for local users. You can configure the system to require each user to
log on individually, or you can configure it to log on automatically as a spe-
cific user whenever the computer boots.

Default Administrator Account

In addition to the local user accounts you create during or after installation, there is a default
user account named Administrator on all Windows XP and Windows 2000 systems. If you are
installing Windows XP Professional or Windows 2000 Professional, you can assign this default
account a password during the installation process. On all Windows systems, you can use this
account to log on and administer the system if there is not another suitable administrative
account available.

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Windows Update
After you have installed Windows, you should obtain the latest updates for that version from
Microsoft Windows Update website. The appearance and functionality of the website will be
customized for the particular version of Windows you are using, but the updates will fall gen-
erally into one of three categories: critical updates, including Service Packs and security-
related system patches; optional software updates that provide new tools and functionality; and
optional hardware updates such as new device drivers.

Figure 8-1: Windows Update.

The Windows Update website is located at windowsupdate.microsoft.com. You can also

connect to the Windows Update website by choosing Windows Update from the Start menu.
You can run either an Express or Custom update; if you run a Custom update, you will be able
to choose from updates in each of the three main categories.

Microsoft Update is an alternative Microsoft website you can use as a comprehensive source
of updates for not only Windows operating systems but also for other Microsoft software prod-
ucts as well. You can access Microsoft Update at update.microsoft.com/microsoftupdate.

Service Packs and Patches

Patches are targeted operating system updates that Microsoft releases on an as-needed basis to
provide enhancements to the operating system or to address security or performance issues.
Service Packs are comprehensive updates that generally include all prior patches and updates,
but which can also include important new features and functions.

Windows Genuine Advantage (WGA)

Every time you access the Microsoft site, it goes through a process of validating your
installation. If Microsoft deems the install to be invalid, you will not be able to proceed with
updates and will be instructed to contact Microsoft.

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Service Pack 2
Windows XP Professional Service Pack 2 (SP2) was a major update that Microsoft released to
address security threats against Windows computers. Most of the enhancements in Service
Pack 2 are aimed at increasing the default level of security of the operating system, including
the Windows Firewall and the Security Center Control Panel application. SP2 also includes
some improvements to Internet Explorer such as a pop-up advertisment blocker and other sys-
tem functionality enhancements.
You can add Service Pack 2 to existing Windows XP installations. However, for new installa-
tions, the Service Pack is typically slipstreamed into the media, which means that it is included
with the Windows XP installation files and installed concurrently with the base operating
system.

Microsoft Product Activation

Microsoft Product Activation is an anti-piracy technology that verifies that software products
are legitimately purchased. Product activation reduces a form of piracy known as casual
copying. For example, you must activate Windows XP within a given number of days after
installation. After the grace period, users cannot access the system until you activate Windows
XP.

Figure 8-2: Product activation.

You must have an activated installation of Windows to download updates and add-ons from
Windows Update.

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Activation Methods
For individual installations of Windows, you can activate the installation over the Internet. If
you do not have an Internet connection, you can activate over the phone although this takes a
little longer. If you wish, you can postpone product activation and activate later in the activa-
tion grace period.
In large organizations, you can use a Volume License Product Key that eliminates the need to
individually activate each installation of Windows. You can also activate Windows as part of
an automated installation.

How to Install Microsoft Windows

Procedure Reference: Install Windows Manually
To install Windows XP or Windows 2000 Professional:
1. Verify that your hardware meets the requirements for your version of Windows.
2. Access the Windows installation source files.
● If you are installing from CD-ROM, insert the disc.
● If you are installing from a network installation source, connect the computer to the
network and open the share that contains the installation source files.
3. Run the Setup program.
● If you are installing from compact disc, the Setup program should launch
automatically.
● If you need to launch the program manually, open the CD-ROM or the installation
source files share. Run Setup.exe from the root folder, or run Winnt32.exe from the
\I386 subfolder.
4. Complete the Setup Wizard.
a. Prepare the disks for installation by partitioning and formatting the drive.
b. Use the Setup Wizard to select the appropriate installation options for your system.
5. Complete the post-installation steps for your operating system.
● Configure the Internet connection method.
● For Windows XP, select the desired choice for product activation.
● For Windows XP in a workgroup, enter names for any local user accounts you want
to create.
● For Windows 2000 in a workgroup, complete the Network Identification Wizard to
set logon options for local users.
6. Log on to Windows, connect to Windows Update, and install any current Service Packs or
critical security updates.
7. Test the Windows installation to verify that the Setup program properly detected your
hardware and that all system devices are working properly. If devices are not working,
download and install any new or updated drivers from the hardware vendor or from the
Microsoft website.

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Procedure Reference: Create a User Account with User Accounts

To create a user account with the User Accounts Control Panel utility:
1. From the Start menu, choose Control Panel. Open User Accounts.
2. Click Create A New Account.
3. Enter the account name and click Next.
4. Select the account type. Selecting Computer Administrator will make the account a mem-
ber of the default Administrators group. Selecting Limited will make the user a member
of the default Users group.
5. Click Create Account.

Procedure Reference: Create a User Account with Local Users and Groups
To create a user account with Local Users and Groups:
1. Open Computer Management.
2. Under System Tools, expand Local Users And Groups and select the Users folder.
3. Choose Action→New User, or right-click the Users folder and choose New User.
4. In the New User dialog box, enter the user name. This name uniquely identifies the
account. It can contain up to 20 characters.
5. If desired, enter a full name for the user. This is a descriptive name that can be longer
than the user’s logon name. The full name will display on the Welcome screen. If you do
not enter a full name, the full name will be set to match the user name.
6. If desired, enter a description to be displayed next to the user account in Local Users and
Groups.
7. If desired, enter and confirm a password for the user. Otherwise, the default password will
be blank.
8. Select the desired account options.
● User Must Change Password At Next Logon
● User Cannot Change Password
● Password Never Expires
● Account Is Disabled
9. Click Create, and then click Close.

Procedure Reference: Change a User’s Password in Windows 2000/XP

To change a user’s password in Windows XP:
1. Log on as a local computer administrator.
2. Open Computer Management.

In Windows XP, resetting a user’s password will prevent them from accessing any
encrypted files. You should reset a user’s password only as a last resort.

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3. Expand Local Users And Groups and select the Users folder.
4. Right-click the user for whom you want to change the password and choose Set
Password.
5. If you’re using Windows XP, click Proceed.
6. In the New Password text box, type the new password for the user.
7. In the Confirm Password text box, type the password again.
8. Click OK.
9. Close Computer Management.

Procedure Reference: Create a Local Group

To create a local group:
1. Open Computer Management.
2. Expand Local Users And Groups and select the Groups folder.
3. Choose Action→New Group.
4. Enter the group name and an optional description of the group.
5. Enter and verify the user names and click OK.
6. Click Create, and then click Close.

Procedure Reference: Modify a User’s Group Memberships

To modify a user’s group memberships in Windows XP:
1. Log on as a local computer administrator.
2. Open Computer Management.
3. Expand Local Users And Groups.
4. Select the Users folder.
5. Double-click the user for whom you want to change group memberships.
6. Click the Member Of tab.
7. Click Add.
8. If you know the name of the group to which you want to add the user, enter it under
Enter The Object Names To Select and click OK.

If you want to search for the group to which you want to add the user:
a. Click Advanced.
b. Click Find Now to display a list of groups.
c. Select the desired group or groups and click OK.
9. Click OK to close the Select Groups dialog box.
10. Click OK to close the user’s Properties dialog box.
11. Close Computer Management.

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Workgroup Logon Methods

There are two different methods that you can use for user logons in a workgroup environment:
● The Welcome Screen, which is the default logon method. The Welcome Screen lists the
local logon account names; a user simply has to click the account name to initiate the
logon process. If the Welcome Screen is active, then you can also choose to use Fast
User Switching, which enables users to switch from one account to another without clos-
ing programs or logging off. This feature is useful in a home environment, in which
several trusted users share a computer.
● The Log On To Windows dialog box, in which users enter their own user credentials. Only
the name of the last user who logged on is visible by default. This method, which is also
known as the classic logon prompt, does not support Fast User Switching.
To configure the logon method:
1. Choose Control Panel→User Accounts.
2. Click Change The Way Users Log On Or Off.
3. Check or uncheck Use The Welcome Screen.
4. If you check Use The Welcome Screen, then you also can choose to check or uncheck
Fast User Switching.
5. Click Apply Options.

Logging on as the Default Administrator Account

If you are using the Welcome screen, the default Administrator account name will not be listed
unless it is the only account on the system. If you need to log on as the default Administrator,
press the Ctrl+Alt+Del key combination twice to bring up the Log On To Windows dialog
box, and enter the user name and password.

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OPTIONAL ACTIVITY 8-1

Installing Windows XP Home
Setup:
You will install Windows XP Home on your existing system as if there were no operating
system present. Your instructor will provide you with the installation CD-ROM. Your com-
puter system is configured so that the CD-ROM drive is the primary boot device. You have a
unique two-digit classroom number.

Scenario:
You have built a custom computer system for a client’s home using individual hardware
components. You now need to install an operating system. Because this client only needs the
system for private home use, you think that Windows XP Home is the operating system
choice that will best meet his requirements.

There is a simulated version of this activity available on the CD-ROM that shipped with this
course. You can run this simulation on any Windows computer to review the activity after
class, or as an alternative to performing the activity as a group in class. The activity simula-
tion can be launched either directly from the CD-ROM by clicking the Interactives link and
navigating to the appropriate one, or from the installed data file location by opening the C:\
085820Data\Simulations\Lesson#\Activity# folder and double-clicking the executable (.exe)
file.

What You Do How You Do It

1. Run the Windows XP Home setup a. Insert the Windows XP Home installa-
program. tion CD-ROM in your CD-ROM drive.

b. Choose Start→Turn Off Computer.

c. Click Restart.

d. When prompted, press any key on the

keyboard to boot from the CD-ROM
drive.

e. The first part of Setup proceeds in text

mode. Observe as the system detects
the basic hardware and loads files for
Setup.

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2. Partition and format the disk. a. On the Welcome to Setup screen, press
Enter.

b. To accept the license agreement, press

F8.

c. You will delete the existing partition. With

the C partition selected, press D.

d. To confirm the deletion, press Enter and

then press L.

e. To create a partition, press C.

f. Press the Backspace key to delete the

existing value for the partition size.

g. Type 6000 and then press Enter.

h. To set up Windows in the new partition,

press Enter.

i. Select Format The Partition Using The

NTFS File System (Quick) and press
Enter.

j. Observe as the format proceeds, the

system copies files, and the system
restarts.

Do not boot from the CD-ROM once

the setup files have been copied to
the hard disk. If you do, you will start
the text mode of Setup over again.

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3. Use the Setup Wizard to select a. The system restarts in graphic mode and
installation options. the first stages of the installation proceed
without user intervention. When the Win-
dows XP Home Edition Setup Wizard
launches, on the Regional and Language
page, to accept the default settings, click
Next.

b. On the Personalize Your Software page, in

the Name box, type Software Manager
and in the Organization box, type Infor-
mation Technology

c. Click Next.

d. On the Your Product Key page, enter

your product key and click Next.

e. On the What’s Your Computer’s Name

page, type Client## and click Next.

f. On the Date And Time Settings page,

verify the date and time, select your
time zone, and click Next.

g. The Wizard will pause, installation will pro-

ceed, and the Wizard will reappear. On
the Networking Settings page, verify that
Typical Settings is selected and click
Next.

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4. Complete the post-installation a. The system will restart in Windows. If

steps. prompted to adjust your screen resolution,
click OK twice.

b. On the Welcome To Microsoft Windows

screen, click Next.

c. On the Checking Your Internet Connectiv-

ity Screen, click Skip.

d. If Service Pack 2 is slipstreamed into your

Windows XP installation files, on the Help
Protect Your PC screen, select Not Right
Now and click Next.

e. On the Ready To Activate Windows

screen, select No, Remind Me Every
Few Days and click Next.

f. On the Who Will Use This Computer

screen, in the Your Name box, type
Admin## and click Next.

g. Click Finish.

h. Remove the installation CD-ROM from

the drive.

5. What additional steps should you perform at this point to complete the installation?
a) Create additional user accounts.
b) Install applications.
c) Install Service Packs and other critical updates.
d) Install a printer.

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6. Verify the installation. a. The system will automatically log you on

as the Admin## user. The Start menu will
open. From the Start menu, right-click
My Computer, and choose Manage.

b. In Computer Management, under System

Tools, select Device Manager.

c. Expand each of the hardware catego-

ries and verify that there are no
devices displayed with Error or Warn-
ing icons.

d. Close Computer Management.

7. Create a password for your user a. Choose Start→Control Panel.

account.
b. Click User Accounts.

c. Click the Admin## account.

d. Click Create A Password.

e. Type and confirm !Pass1234 and click

Create Password.

f. Click Yes, Make Private.

g. Close User Accounts and Control

Panel.

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OPTIONAL ACTIVITY 8-2

Exploring the Windows XP Home Interface
Scenario:
You have just installed Windows XP Home. Previously you worked mostly with Windows
XP Professional, and you want to identify some of the areas where the two operating systems
are different.

There is a simulated version of this activity available on the CD-ROM that shipped with this
course. You can run this simulation on any Windows computer to review the activity after
class, or as an alternative to performing the activity as a group in class. The activity simula-
tion can be launched either directly from the CD-ROM by clicking the Interactives link and
navigating to the appropriate one, or from the installed data file location by opening the C:\
085820Data\Simulations\Lesson#\Activity# folder and double-clicking the executable (.exe)
file.

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What You Do How You Do It

1. Identify user interface differences a. Choose Start.

between Windows XP Home and
Windows XP Professional.
b. By default, The Start menu arrangement is
slightly different. There is no My Recent
Documents link and no Printers and Faxes
link. Click My Computer.

c. By default, the Address bar is not

displayed. Choose Tools→Folder
Options.

d. Click the View tab.

e. Scroll to the bottom of the Advanced

Settings list.

f. There is no option to turn off Simple File

Sharing. Click Cancel.

g. Right-click the C drive and choose

Properties.

h. There is no Security tab. You cannot see

or modify the NTFS permissions on the
drive. Click Cancel.

i. Close My Computer.

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TOPIC B
Upgrade Windows
In the previous topic, you installed Microsoft Windows from scratch. The other primary type
of installation is an upgrade installation. In this topic, you will upgrade Windows.
As a system professional, you’ll probably be called upon to upgrade systems even more often
than performing from-scratch installations. Software vendors such as Microsoft are constantly
coming out with new operating system versions, and it is much more economical to upgrade
existing systems when possible rather than to purchase new computer hardware with the new
version pre-installed. Whether you are upgrading for an individual user or as part of a
company-wide migration plan, the skills in this topic should help you upgrade older versions
of Windows to the current version successfully.

Supported Upgrade Paths

Existing Windows installations can be directly upgraded to specific other versions of Windows.

Current Operating System Can be Upgraded To

Windows 95 Windows 98, Windows 2000 Professional
Windows 98/98 SE/Me Windows 2000 Professional, Windows XP Professional
Windows NT Workstation 4.0 Windows 2000 Professional, Windows XP Professional
Windows 2000 Professional Windows XP Professional; will be upgradeable to Windows
Vista
Windows XP Home Edition Windows XP Professional
Windows XP Professional Windows Vista

Unsupported Upgrades
Upgrading Windows 95 directly to Windows XP Professional is not supported. It was possible
to upgrade a Windows 95 computer to Windows 2000 Professional and subsequently to Win-
dows XP Professional. However, Windows 2000 Professional is no longer commercially
available. If you still have installation media for Windows 2000 you can follow this indirect
upgrade path. Generally, it is best to perform a clean installation of Windows XP Professional
on any systems that are still running Windows 95.

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Hardware Upgrade Compatibility

If you are upgrading an existing computer to a different version of Windows, you will need to
check your existing hardware against the Tested Products List to ensure that the existing com-
puter hardware is compatible with the target operating system. For Windows XP Professional,
you can also run the Microsoft Windows Upgrade Advisor from the product compact disc to
generate compatibility reports. The Setup program will also run a compatibility check during
the upgrade process.

Network Compatibility Considerations

As part of the hardware compatibility check, you should verify that the new version of Win-
dows will support the existing network adapter card. In most cases, the network configuration
settings will upgrade smoothly to the new version of Windows if the card is supported.
However, when you are upgrading an older version of Windows, there may be cases in which
you find that the old system is still running legacy protocols, such as NetBEUI and NWLink,
that are not supported by current Windows network implementations. Because the current de
facto standard network protocol is TCP/IP, you will need to plan to upgrade and configure
these systems for TCP/IP during the upgrade process.

Software Upgrade Compatibility

Before upgrading, you should check the Tested Products List or run the Microsoft Windows
Upgrade Advisor to verify that your existing applications will run properly on the new version
of Windows. The Setup program will also run a compatibility check during the upgrade
process. Applications written for Windows 2000 should work well on Windows XP; legacy
applications might require one or more of the compatibility fixes built in to Windows XP. You
can select an appropriate application compatibility mode for the application after you have
upgraded the operating system.

Application Compatibility Modes

The Windows XP application compatibility modes are Windows 95, Windows 98/Windows
Me, Windows NT 4.0, Windows 2000, 256 colors, and 640 x 480 screen resolution. You can
set the appropriate mode for a particular application by running the Program Compatibility
Wizard from Windows XP Help and Support Center. See the article “Windows XP Application
Compatibility Technologies” at www.microsoft.com/technet/prodtechnol/winxppro/plan/
appcmpxp.mspx for more information.

Macintosh Software Compatibility

Applications that ran in previous releases of Mac OS X should be supported when you
upgrade to any current release.
If you need to use Mac OS 9 applications on a Mac OS X system, you can do so in the Clas-
sic environment in Mac OS X. To use the Classic environment, you must have a Mac OS 9
System Folder installed on your computer, either on the same hard disk as Mac OS X, or on
another disk or disk partition. For more information on the Classic environment in Mac OS X,
see www.apple.com/support/panther/moretopics/.
Apple also provides tools to enable IBM PC users to transfer files and software when migrat-
ing from an IBM Windows PC to a Macintosh. For more information on moving from
Windows to Macintosh, see www.apple.com/macosx/switch.

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Linux Software Compatibility

Check your Linux vendor’s website and read the technical documentation for the distribution
of Linux you plan to upgrade to in order to determine if your existing applications will be sup-
ported under the new version. You can also check the resources at www.linux.org/apps for
lists of Linux-compatible applications in various categories from a number of vendors. You can
also register as a user at www.linux.org/user and post questions about particular applications
in the online user forums.

How to Upgrade Windows

Procedure Reference: Upgrade to Windows XP Professional
To upgrade to Windows XP Professional:
1. Verify that the computer meets the hardware requirements for Windows XP. You can run
compatibility checks by clicking Check System Compatibility on the opening screen of
the Windows XP installation CD-ROM.
2. Back up any existing user data files.
3. Insert the Windows XP Professional CD-ROM. The setup program should launch
automatically. (You can also launch the winnt32.exe installation program manually from
the installation source files.)
4. Click Install Windows XP and select Upgrade as the installation type.
5. Accept the license agreement and enter the Product Key.
6. On the Get Updated Setup Files page, make the appropriate choice depending on whether
or not you want to check for updated files on the Internet.
● Yes, Download The Updated Setup Files (Recommended).
● No, Skip This Step And Continue Installing Windows.
7. Follow the remaining steps in the Setup Wizard to complete the installation.
8. Log on to Windows XP.
9. Connect to Windows Update and install any current Service Packs or critical security
updates.
10. Test the Windows installation to verify that the Setup program properly detected your
hardware and that all system devices are working properly.
11. If not all devices are functioning, use the Add Hardware tool in Control Panel to add any
additional devices, or install new or updated device drivers from the Microsoft or manu-
facturer’s website.
12. Use the Add Or Remove Programs tool in Control Panel to add any desired additional
Windows XP components to your system.

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OPTIONAL ACTIVITY 8-3

Upgrading Windows XP Home to Windows XP
Professional
Setup:
Your instructor will provide you with the Windows XP Professional installation CD-ROM. If
Service Pack 2 is not slipstreamed into your Windows XP Professional installation source,
your instructor will provide you with the Service Pack 2 CD-ROM as well.

Scenario:
A customer purchased a computer that came preinstalled with Windows XP Home, but after
using it for a while, the customer has decided that she prefers to use the more advanced func-
tionality of Windows XP Professional. The computer system vendor has provided an
installation CD for Windows XP Professional, and the customer would like you to upgrade
her system.

There is a simulated version of this activity available on the CD-ROM that shipped with this
course. You can run this simulation on any Windows computer to review the activity after
class, or as an alternative to performing the activity as a group in class. The activity simula-
tion can be launched either directly from the CD-ROM by clicking the Interactives link and
navigating to the appropriate one, or from the installed data file location by opening the C:\
085820Data\Simulations\Lesson#\Activity# folder and double-clicking the executable (.exe)
file.

What You Do How You Do It

1. Run the Microsoft Windows Setup a. Insert the Windows XP Professional

Advisor. Installation CD-ROM.

b. The Setup program should launch

automatically. Click Check System
Compatibility.

c. Click Check My System Automatically.

d. Select, No, Skip This Step And Con-

tinue Installing Windows and click
Next.

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e. There should be no incompatibilities. Click

Finish.

f. In the Windows XP Setup program, click

Back.

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2. Run the Windows XP Professional a. Click Install Windows XP.

upgrade program.
b. Verify that the Installation Type is
Upgrade (Recommended) and click
Next.

c. Select I Accept This Agreement and

click Next.

d. On the Your Product Key page, type your

product key and click Next.

e. To save time at this point in the installa-

tion, select No, Skip This Step And
Continue Installing Windows and click
Next.

3. Complete the post-installation a. The system will restart, load the Windows
steps. XP Professional Setup program, and
Setup will continue. The installation pro-
gram might reload more than once. When
the upgrade is complete, the system will
restart in Windows. On the Welcome To
Microsoft Windows screen, click Next.

Do not boot from the CD-ROM when

the system restarts. If you do, you
will start Setup over again.

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b. If Service Pack 2 is slipstreamed into your

Windows XP installation files, on the Help
Protect Your PC screen, select Not Right
Now and click Next.

c. On the Ready To Activate Windows

screen, select No, Remind Me Every
Few Days and click Next.

d. Click Finish.

e. Remove the installation CD-ROM.

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4. If Service Pack 2 is not slipstreamed a. To log on as your Admin## account, in the

into your Windows installation, install Password field, type !Pass1234 and
Service Pack 2. press Enter.

b. Insert the Windows XP Service Pack 2

CD-ROM.

c. The Service Pack 2 installation should run

automatically. Click Continue.

d. Click Install Now.

e. In the Windows XP Service Pack 2 Setup

Wizard, click Next.

f. Select I Agree and click Next.

g. To accept the uninstall folder location,

click Next.

h. When the installation is complete, click

Finish.

i. The system will restart. On the Help Pro-

tect Your PC screen, select Not Right
Now and click Next.

j. To log on as your Admin## account, type

!Pass1234 and press Enter.

k. The Windows Security Center window will

open. Close the Windows Security
Center.

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5. If your Windows system has been a. Choose Start→All Programs→Windows

activated, update the system from Update.
Windows Update.
b. If prompted to install Windows Update
software, click Install, and then click
Install Now.

c. To see the list of available and recom-

mended updates, click Custom.

d. If an Internet Explorer dialog box appears,

verify that the In The Future, Do Not
Show This Message check box is
checked and click Yes.

e. If prompted to install the latest version of

Windows Update, click Download And
Install Now.

f. When the installation is complete, click

Restart Now.

g. Log in as your Admin## account.

h. Choose Start→All Programs→Windows

Update.

i. To see the list of available and recom-

mended updates broken down by
category, click Custom.

j. To review optional software updates,

under Select By Type, click the Software,
Optional link.

k. To review optional hardware updates,

under Select By Type, click the Hard-
ware, Optional link.

l. Click the High Priority link.

m. All high-priority updates should be

selected by default. Click Review And
Install Updates. Click Install Updates.

n. Follow any prompts or dialog boxes

and restart the system as necessary.

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6. Verify the installation. a. Choose Start, right-click My Computer,

and choose Manage.

b. In Computer Management, under System

Tools, select Device Manager.

c. Expand each of the hardware catego-

ries and verify that there are no
devices displayed with Error or Warn-
ing icons.

d. Close Computer Management.

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ACTIVITY 8-4
Creating and Managing Local User Accounts
Setup:
There are two administrative user accounts on the computer: the default Administrator
account and an account named Admin## that you created when you installed Windows.

Scenario:
You have been called in to configure a client’s new Windows XP computer. After interview-
ing the client, you’ve determined that she needs accounts on the computer for the following
users:
● Susan Williams (the client)
● Jeff Bernard (Susan’s employee in her home-based business)
For consistency, you recommend that your client use the following naming convention for
user accounts: the user’s first name plus the first initial of his or her last name. In addition,
you recommend that each user have a reasonably complex password. Susan does not want
her employee to be able to change his password. Because Susan is the owner of the com-
puter, you plan to add her account to the Administrators group.

There is a simulated version of this activity available on the CD-ROM that shipped with this
course. You can run this simulation on any Windows computer to review the activity after
class, or as an alternative to performing the activity as a group in class. The activity simula-
tion can be launched either directly from the CD-ROM by clicking the Interactives link and
navigating to the appropriate one, or from the installed data file location by opening the C:\
085820Data\Simulations\Lesson#\Activity# folder and double-clicking the executable (.exe)
file.

What You Do How You Do It

1. Create the local accounts. a. Open Computer Management.

b. Expand Local Users And Groups.

c. Select the Users folder.

d. Choose Action→New User.

e. In the User Name text box, type SusanW

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f. In the Full Name text box, type Susan

Williams

g. In the Password text box, type !Pass1234

h. In the Confirm Password text box, type

!Pass1234

i. Uncheck the User Must Change Pass-

word At Next Logon check box.

j. Click Create.

k. Enter the account information for the

user Jeff Bernard.

l. Click Create.

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m. Click Close.

2. Add SusanW to the built-in Admin- a. Select the Groups folder.

istrators group.
b. Double-click the Administrators group.

c. Click Add.

d. Type SusanW and then click OK.

e. To close the Administrators Properties dia-

log box, click OK.

f. Close Computer Management.

3. Verify that you can log on as a. Choose Start→Log Off.

SusanW.
b. Click Log Off.

c. Click Susan Williams.

d. In the Password text box, type !Pass1234

e. Press Enter.

f. Log off and log back on as Admin##.

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TOPIC C
Add Devices to Windows
In the first part of this lesson, you installed and upgraded Windows. After installation, you
might need to make various modifications to the system, such as adding devices. In this topic,
you will add devices to Windows.
Although the installation process should detect and install any devices present on the system at
the time of installation, what if it does not do so? And what if you need to add devices to the
system later? You know how to accomplish the physical installation of most devices, but the
other half of the equation is to make sure that Windows properly detects the device and adds
the correct drivers. The information and skills in this topic should ensure that you can add
devices to Windows regardless of the device type or the source of the device drivers.

Driver Signing
Definition:
A signed device driver is a driver that has been tested and verified for a particular operating
system, and has a piece of encrypted data, called a digital signature, attached to it by a signing
authority. The digital signature ensures that the driver files have not been altered or overwritten
by another program’s installation process, and that the drivers will not overwrite system files
with older and sometimes incompatible versions, which can cause system instability. For the
best performance and stability, Microsoft recommends that you use only hardware devices with
signed drivers.

Some hardware manufacturers do not provide signed drivers so there will be no option for
using signed drivers in some installs. Proceed with the understanding that the drivers could
cause problems.

Example:

Figure 8-3: Signed device drivers.

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Unsigned Driver Installation Options

Because unsigned drivers can cause system instability, Windows XP enables you to configure
settings that limit unsigned driver installation. There are three driver-signing options:
● Ignore permits installation of both signed and unsigned drivers.
● Warn displays a warning message when a user attempts to install an unsigned driver. This
is the default setting.
● Block prevents installation of unsigned drivers.

Figure 8-4: Unsigned driver installation options.

Installation Permissions
You need Administrator level permissions to be able to install new permanent devices in
Windows. However, ordinary users can generally add and remove common Plug and Play
devices, such as USB-based removable storage drives, that have support built in to Windows.
If you find that you have difficulty installing a device, log on with an account that is a member
of the Administrators group.

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How to Add Devices to Windows

Procedure Reference: Install a Device
To install a device:
1. Check with your device vendor’s documentation to see if the vendor recommends install-
ing the latest device drivers before connecting the device, so that the Plug and Play auto-
detect function works with the latest device definitions. If they so recommend, run the
manufacturer’s setup program to install the drivers before you connect the device. The
specific steps in the program will vary according to the manufacturer’s programming.
2. Attach the device to the computer.
3. If necessary, turn on the computer and log on as a member of the Administrators group. If
the device is Plug and Play compatible, the system should detect and install it
automatically.
4. If the device is not detected through Plug and Play, and you did not install drivers earlier,
run the manufacturer’s setup program.
5. If you do not have a manufacturer’s setup disk, run the Add Hardware Wizard. You can:
● Click Add Hardware Wizard on the Hardware page of the System Properties dialog
box.
● In Control Panel, click Printers And Other Hardware. In the Task Pane, under See
Also, click Add Hardware.
6. Click Next. The wizard will scan for any new hardware that the system has not yet
detected.
7. If the wizard does not locate any new hardware, select Yes, I Have Already Connected
The Hardware and click Next. (Select Yes even if you are installing a driver without a
physical device attached. If you select No, the wizard will end so that you can connect
the hardware.)
8. From the bottom of the Installed Hardware list, click Add A New Hardware Device. Click
Next.
9. Do one of the following:
● If the device is physically attached, select Search For And Install The Hardware
Automatically and click Next to force another detection cycle. If the device is not
found, click Next to select the device from a list.
● If the device is not physically attached, select Install The Hardware That I Manually
Select From A List, and click Next.
10. Select the type of hardware and click Next.
11. Select the device driver to install:
● For Microsoft-supplied device drivers, select the manufacturer and model to install.
Click Next.
● For manufacturer-supplied drivers, click Have Disk and browse to select the location
of the driver (this location should contain the driver’s information (INF) file, the file
that contains the information that the system needs to install the device). Click Next.
12. Click Finish.

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13. In Device Manager, verify that the device is working properly.

Procedure Reference: Use Device Manager to Verify Hardware Device Status

To use Device Manager to verify that a hardware device is working properly:
1. Log on as a local administrator.
2. Open Device Manager.
a. On the Start menu, right-click My Computer.
b. Choose Properties.
c. Click the Hardware tab.
d. Click Device Manager.
3. Expand the category of a hardware device (for example, Network Adapters).
4. Right-click the hardware device and choose Properties.
5. Review the Device Status portion of the Properties dialog box. You use this information
to determine if the device is working properly.

Procedure Reference: Use Device Manager to Install a Different Device Driver

To use Device Manager to install an updated device driver:
1. Log on as a local administrator.
2. Open Device Manager.
3. Right-click a device and choose Update Driver.
4. Choose Install From A List Or Specific Location. Click Next.
5. Select Search Removable Media or specify a location to search, or both. Click Next.
6. If the wizard finds another driver, you will be prompted to use that driver or keep the cur-
rent driver. Make your selection and click Next and complete the wizard to install the
driver.
7. If the wizard can’t find a driver, the wizard will end. Click Finish.

Procedure Reference: Uninstall Devices

To uninstall a device:
1. Right-click the device in Device Manager and choose Uninstall to remove the driver.
2. Turn off the computer and physically remove the device.

Procedure Reference: Identify Unsigned Drivers

You can use File Signature Verification (sigverif.exe) to identify unsigned drivers on a system.
To identify unsigned drivers:
1. To run File Signature Verification, from the Start menu, choose Run and enter Sigverif.
exe, or run Sigverif.exe at a command prompt.
2. Click Advanced if you want to set search and logging options. Otherwise, skip to step 6.

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If you want to start the scan immediately without configuring options, you can also run
the command sigverif.exe /defscan.

3. On the Search page, select one of the following:

● Select Notify Me If Any System Files Are Not Signed to scan all system files and
drivers.
● Select Look For Other Files That Are Not Digitally Signed to specify a file type and
search location to scan. Enter the file type information and search location in the
Search Options area.
4. On the Logging page, specify the name of the log file, and whether to append data to the
log or overwrite the log each time you scan.
5. Click OK to close the Advanced File Signature Verification Settings dialog box.
6. Choose Start to start the scan. When the scan is complete, any unsigned drivers will be
listed in the Signature Verification Results dialog box.
7. Click Close to close the Signature Verification Results dialog box.
8. Click Close to close File Signature Verification.

Procedure Reference: Configure Driver Signing Verification

To configure driver signing verification:
1. On the Hardware page of the System Properties dialog box, click Driver Signing.
2. Choose the appropriate option:
● Ignore to permit installation of all drivers.
● Warn to display a warning message when a user attempts to install an unsigned
driver. This is the default setting.
● Block to prevent installation of unsigned drivers.
3. Click OK twice.

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ACTIVITY 8-5
Installing Hardware Manually
Scenario:
You have a desktop computer with a single network adapter, but you need to do some testing
on the system as if it had two network adapters. You decide to install The Microsoft
Loopback Adapter, which is a software interface that can simulate the presence of a network
adapter.

There is a simulated version of this activity available on the CD-ROM that shipped with this
course. You can run this simulation on any Windows computer to review the activity after
class, or as an alternative to performing the activity as a group in class. The activity simula-
tion can be launched either directly from the CD-ROM by clicking the Interactives link and
navigating to the appropriate one, or from the installed data file location by opening the C:\
085820Data\Simulations\Lesson#\Activity# folder and double-clicking the executable (.exe)
file.

What You Do How You Do It

1. Install the Microsoft Loopback a. Choose Start→Control Panel.

Adapter.
b. Click Printers And Other Hardware.

c. To run the Add Hardware Wizard, in the

Task Pane, click Add Hardware.

d. Click Next.

e. The wizard searches for new hardware.

Select Yes, I Have Already Connected
The Hardware and click Next.

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f. Drag the scroll box to the bottom of the

Installed Hardware list and select Add
A New Hardware Device. Click Next.

g. Select Install The Hardware That I

Manually Select From A List. Click
Next.

h. Scroll down to select Network

Adapters. Click Next.

i. In the Network Adapter list, select

Microsoft Loopback Adapter. Click
Next.

j. This is an adapter driver that you can

install without manufacturer’s driver files.
To install the hardware, click Next.

k. Click Finish.

2. Verify the device installation. a. In the Task Pane, click System.

b. Click the Hardware tab and click Device

Manager.

c. In Device Manager, expand the Network

Adapters category.

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d. Both the adapters are listed. Close

Device Manager.

e. In the System Properties dialog box, click

Cancel.

f. Close the Printers And Other Hardware

window.

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ACTIVITY 8-6
Configuring Driver Signing Verification
Scenario:
You work in a lightly managed Windows XP Professional environment. Users have a lot of
autonomy and occasionally make changes to the hardware configurations of their own
systems. To protect your environment, you first want to make sure that all the current drivers
on each user’s computer are safe. Then, you want to make sure that users cannot install any
hardware with unsigned device drivers.

There is a simulated version of this activity available on the CD-ROM that shipped with this
course. You can run this simulation on any Windows computer to review the activity after
class, or as an alternative to performing the activity as a group in class. The activity simula-
tion can be launched either directly from the CD-ROM by clicking the Interactives link and
navigating to the appropriate one, or from the installed data file location by opening the C:\
085820Data\Simulations\Lesson#\Activity# folder and double-clicking the executable (.exe)
file.

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What You Do How You Do It

1. Determine the signing status of a. Choose Start→Run.

current system and driver files.
b. Type sigverif and click OK.

c. Click Advanced.

d. Use this dialog box to verify the files that

will be included in the scan. You could
also set logging options in this dialog box.
Click OK.

e. Click Start.

f. The system builds a list of files and then

scans the selected files. This takes a few
moments. If you had any unsigned files, a
results window would appear listing the
files. This information is also logged to the
Sigverif.txt log file. To close the message
box and return to the File Signature Verifi-
cation dialog box, click OK.

g. If any unsigned drivers are reported, make

a note of the driver file names and close
the results list. In the File Signature Verifi-

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cation dialog box, click Close.

2. If you discovered any unsigned files during the scan, how would you use this infor-
mation?

3. Configure the system to block the a. Choose Start, right-click My Computer,

installation of unsigned drivers. and choose Properties.

b. Click the Hardware tab.

c. On the Hardware page of the System

Properties dialog box, click Driver
Signing.

d. Select Block – Never Install Unsigned

Driver Software.

e. Click OK twice.

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TOPIC D
Optimize Windows
In the previous topics, you installed and configured Windows and the devices running on
Windows. Once the system software and hardware has been completely installed, you might
find that you need to make adjustments so that the system performs at an optimal level. In this
topic, you will optimize Windows.
Installing and configuring Windows goes beyond making sure all the hardware and software is
installed and working. As a support professional, others will be looking to you to ensure that
their systems are functioning at their highest possible level. The skills and information in this
topic should help you meet users’ needs by optimizing the performance of many aspects of the
Windows environment.

Virtual Memory
Definition:
Virtual memory is the ability of the computer system to use a portion of the hard disk as if it
were physical RAM. Windows can manage enough memory addresses to fill 4 GB of memory,
but few systems have this much physical RAM installed. The Windows Virtual Memory Man-
ager (VMM) component is responsible for translating this virtual range of addresses into a
physical memory location. When all physical memory locations are assigned, the VMM can
transfer some of the memory data to a designated location on the hard disk called the pagefile.

Example:

Figure 8-5: Virtual memory.

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The Virtual Memory Process

When data is stored in virtual memory:
1. An application loads and requests memory from the system.
2. The VMM assigns it a page of memory addresses from within the virtual memory space.
3. The application stores information in one or more of the virtual memory locations.
4. The VMM maps the virtual address the application uses to a physical location in RAM.
5. As physical RAM becomes full, the VMM moves inactive data from memory to the
pagefile in a process called paging or swapping.

Figure 8-6: Storing and retrieving virtual memory data.

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When data is retrieved from virtual memory:

1. An application requests data from its virtual memory location.
2. The VMM determines which physical RAM location was mapped to this virtual memory
address.
3. If the VMM finds that the data is not present in the RAM location, it generates an inter-
rupt called a page fault.
4. The VMM locates the data in the pagefile, retrieves the data from the hard disk, loads it
back into RAM, and updates the virtual-to-physical address mapping for the application.
If necessary, the VMM swaps other data out of RAM to release space.
5. The application retrieves the data from RAM.

Optimizing the Pagefile

When you install Windows, the system automatically creates a pagefile named Pagefile.sys at
the root of the drive. The size of the pagefile varies within a range determined by the
pagefile’s Initial Size value and Maximum Size value. The system sets the size values of the
pagefile using an algorithm that takes into account the amount of physical memory and the
space available on the disk. When the system starts, the pagefile is set to the initial size; if
more virtual memory space is needed, the system adds it to the pagefile until it reaches the
maximum size. An administrator can alter the initial and maximum size values to optimize the
pagefile and virtual memory performance. In modern systems, there is rarely a severe shortage
of either physical RAM or disk space, so optimizing the pagefile might not be an issue, but
you can consider the following tips:
● Although Microsoft recommends an initial pagefile size of 1.5 times the amount of RAM,
the more RAM you have, the smaller a pagefile you need.
● If the initial size of the pagefile is too low, the system will waste resources as it adds
more space to the pagefile. Adding space to the pagefile after startup also increases disk
fragmentation. If the initial size is too high, however, the pagefile will be mostly empty,
which wastes disk space.
● If you get a lot of “low virtual memory” errors, increase the maximum size of the
pagefile.
● If you have multiple drives, you can move the pagefile off the drive that contains the
Windows system files, so that the computer can access system files and pagefile informa-
tion simultaneously. Put the pagefile on the fastest drive that doesn’t contain Windows.
● If there is not a noticeable speed difference between drives, create additional pagefiles on
multiple drives. This speeds access time because the system can read and write from mul-
tiple drives simultaneously. However, there is no performance advantage to putting the
pagefile on different partitions on the same disk.

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Windows Services
Definition:
A Windows service is a background process that performs a specific operation. Services can
run whether or not a user is logged on. Unlike applications, services do not run in visible
windows. Services enable the system to perform functions that are not included in the operat-
ing system kernel. This keeps the kernel small and streamlined, and it enables an administrator
to optimize the performance of the system by running only necessary services.

Services and Daemons

Windows services are equivalent to daemons on UNIX or Linux systems. Some UNIX dae-
mons are supported on Windows or other operating systems; for example, Windows can run
the Line Printer Daemon (LPD) that provides print services on a UNIX server.

Example:

Figure 8-7: Windows services.

Windows Service Startup Values

Based on the configuration you select when you install Windows XP, Setup automatically con-
figures a core set of its services to automatically start whenever the computer boots. In
addition, if you install other Windows features and some third-party software, you will find
that these applications add their own services to the operating system. You can manage the
services in Windows XP by setting their Startup values.

Service Startup Type Configures the Service To

Automatic Start automatically when Windows boots.
Manual Start manually. In some instances, Windows starts these services
for you when you perform an action that requires the service. In
other instances, you must open the Services console and manually
start the service.

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Service Startup Type Configures the Service To

Disabled Not start under any circumstances. In order to start this service,
you must change its startup type to either Automatic or Manual
and then start it.

Windows XP also enables you to configure the operating system to attempt to automatically
restart a service when it fails. You can do so by using the Recovery tab in the Properties dia-
log box for each service.

The Windows XP Boot Process

There are five major sequences that occur during the Windows XP Professional boot process.

Figure 8-8: The Windows XP boot process.

Sequence Description
Pre-boot The pre-boot sequence begins when the power is turned on. The computer runs
sequence Power-On Self Test (POST) routines to determine the amount of physical memory
and the other hardware components present. If the computer has a Plug and Play
BIOS, the hardware is recognized and configured. The computer’s BIOS locates the
boot device, and then loads and runs the Master Boot Record (MBR).

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Sequence Description
Boot sequence The boot sequence is when the operating system is selected, and the hardware con-
figuration is detected and loaded. It has four sub-phases: Initial Boot Loader,
Operating System Selection, Hardware Detection, and Configuration Selection. The
boot sequence uses six files during its four sub-phases: Ntldr, Boot.ini, Ntdetect.com,
Ntoskrnl.exe, Ntbootdd.sys, and the optional Bootsect.dos file.
● During the Initial Boot Loader phase, the operating system loader file, Ntldr,
switches the microprocessor from real mode, in which 640 K of RAM is reserved
for MS-DOS and the rest is designated as extended memory, to 32-bit flat
memory mode, in which Windows XP Professional uses all of the available
memory. Ntldr starts the built-in mini-file system drivers, so that it can find parti-
tions formatted to FAT or to NTFS and begin the startup process on them.
● During the Operating System Selection phase, if there are multiple operating sys-
tems installed on the computer, and the Boot.ini file is configured to present a list
of operating systems, the Please Select The Operating System To Start menu
appears so that the user can select a system. If Windows XP is chosen, Ntldr runs
Ntdetect.com. If a non-Windows operating system is chosen, Ntldr runs Bootsect.
dos and relinquishes control of the system. If the user makes no selection, the
default operating system loads.
● During the Hardware Detection phase, Ntdetect.com collects a list of currently
installed hardware components and returns the list to Ntldr. This list will later be
used to create the Hardware key in the registry. The components detected include
bus and adapter types, video adapters, communications ports, parallel ports,
floating-point coprocessors, removable media, keyboards, and pointing devices.
● During the Configuration Selection phase, if the computer has multiple hardware
profiles configured, Ntldr displays the Hardware Profile/Configuration Recovery
menu. Otherwise, Windows XP loads using the default hardware profile.
Kernel load During the kernel load sequence, the operating system components are loaded into
sequence memory. Ntldr loads Ntoskrnl.exe, containing the Windows XP kernel, but does not
initialize it. Ntldr then loads the HAL.dll file. Next, the HKEY_LOCAL_
MACHINE\SYSTEM registry key loads, and Ntldr reads the SELECT key to
determine which control set to load. Control sets are areas of the registry that con-
tain the low-level configuration information for the system, such as the list of device
drivers and services to start. If the system includes any BIOS-disabled SCSI drives,
Windows XP will load the Ntbootdd.sys device driver.
Kernel initiation In the kernel initiation sequence, the Windows XP Professional kernel takes control
sequence of the system. Ntldr passes control to the Windows XP kernel. At this point, the
Microsoft Windows XP logo appears, along with a status bar. During this sequence:
● The HKEY_LOCAL_MACHINE\HARDWARE registry key is created from the
information gathered in the hardware detection phase.
● A copy of the current control set, called Clone, is created.

● Device drivers are loaded and initialized based on entries in the HKEY_LOCAL_
MACHINE\System\CurrentControlSet\Services key. First, drivers with a registry
Start value of 0 load, then drivers with a Start value of 1.
● Next, the Session Manager starts higher-order subsystems and services. This
includes the Win32 subsystem, which controls all input/output devices, provides
access to the video display, and enables the Graphical User Interface (GUI). The
Session Manager also starts the Winlogon process.

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Sequence Description
Logon sequence During the logon sequence, Winlogon.exe starts the Local Security Authority (LSA),
and the Logon screen or Logon dialog box appears. Users can now log on, while
Windows XP continues to load low-level drivers and services in the background. The
boot process is considered complete when a user successfully logs on. The Clone
control set built earlier is copied to a new control set called LastKnownGood, thus
preserving a copy of the settings in the successful boot sequence.

The Please Select The Operating System To Start menu is also known as the Boot Loader
menu and the OS Choices menu.

Startup Settings and The Boot.ini File

Boot.ini is a hidden, read-only text file stored in the root of the Windows system partition. The
Boot.ini file has two functions: to store the load paths to the operating system or systems
installed on the computer, and, if there are multiple operating systems installed, to build and
display the Please Select The Operating System To Start menu during the boot process. (Note
that it is no longer common to boot multiple operating systems on a single computer, and
therefore it is seldom necessary to edit the startup settings in Boot.ini to optimize boot perfor-
mance on multi-boot systems. Currently, the common way to host multiple operating systems
on a single physical system is to employ virtualization technologies such as VMware® or
Microsoft Virtual PC.)
There are two sections in the Boot.ini file.
● The [boot loader] section contains the timeout parameter, which determines how
long the Please Select The Operating System To Start menu is displayed. The default
value is 30 seconds. It also contains the default parameter, which stores the path to the
default operating system, which loads if no other operating system is selected.
● The [operating systems] section lists the path to each operating system installed
on the computer. Each entry includes descriptive text, which is displayed as the choice for
that operating system on the Please Select The Operating System To Start menu. The path
also includes any special boot switches to use for that operating system. The path to a
Windows installation appears in Advanced RISC Computer (ARC) syntax, and tells the
system which disk controller, disk, and disk partition contains the operating system.
You can edit the Boot.ini file to change the list of operating systems that appears on the Please
Select The Operating System To Start menu, adjust the amount of time the menu is displayed,
change a boot switch for an operating system, or change the boot partition for an operating
system.
● You can edit the file directly by opening it in Notepad.
● You can modify boot settings from the Advanced page of the System Properties dialog
box. Under Startup And Recovery, click Settings.

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ACTIVITY 8-7
Examining Startup Settings
Scenario:
In this activity, you will examine the startup settings that are controlled by the Boot.ini file.

There is a simulated version of this activity available on the CD-ROM that shipped with this
course. You can run this simulation on any Windows computer to review the activity after
class, or as an alternative to performing the activity as a group in class. The activity simula-
tion can be launched either directly from the CD-ROM by clicking the Interactives link and
navigating to the appropriate one, or from the installed data file location by opening the C:\
085820Data\Simulations\Lesson#\Activity# folder and double-clicking the executable (.exe)
file.

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What You Do How You Do It

1. Examine the current startup a. Choose Start, right-click My Computer,

settings. and choose Properties.

b. Click the Advanced tab.

c. Under Startup And Recovery, click

Settings.

d. If there is more than one operating system

installed, you can choose which one will
load by default when the system starts up.
Verify that the Default Operating Sys-
tem is Microsoft Windows XP
Professional.

e. If there were more than one operating

system installed, the user would see a list
of operating systems and could choose
one to load. The list would be displayed
for a fixed amount of time before the
default operating system loads. Verify
that the Time To Display List Of Operat-
ing Systems value is 30 seconds.

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2. Examine the Boot.ini file. a. Click Edit.

b. The settings in the Startup And Recovery

dialog box are stored in the Boot.ini file.
You could edit the file manually if you
chose. Close Notepad without saving any
changes.

c. To close the Startup And Recovery dialog

box and leave the System Properties dia-
log box open, click Cancel.

Temporary Files
The Windows operating system as well as applications and services that run on the system
occasionally need to store information in temporary files in various locations on the hard disk.
In most cases, the system will remove temporary files after use, but if too many temporary
files remain on the disk it, can take up hard disk space and slow performance. You should
occasionally remove old temporary files if they exist.

Figure 8-9: Temporary file storage.

Temporary File Storage Locations

Temporary files often have an extension of *.tmp or *.temp. Windows may store temporary
files in a folder called \Windows\Temp or \Tmp. The location is determined by the value of the
Path variable in the system’s environment variables. You can access the environment variables
from the Advanced tab of the System Properties dialog box.

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Applications can have their own temporary file storage locations. For example, the Internet
Explorer web browser application stores temporary copies of downloaded web files in a Tem-
porary Internet Files folder. This helps web pages load faster. Files in the Temporary Internet
Files folder usually have a functional extension such as .htm or .gif.

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ACTIVITY 8-8
Viewing Windows Temporary Files
Scenario:
You are unsure where your Windows system stores its temporary files. You would like to find
the temporary file storage location and open it to determine if an inordinate number of tem-
porary files has accumulated on the system.

There is a simulated version of this activity available on the CD-ROM that shipped with this
course. You can run this simulation on any Windows computer to review the activity after
class, or as an alternative to performing the activity as a group in class. The activity simula-
tion can be launched either directly from the CD-ROM by clicking the Interactives link and
navigating to the appropriate one, or from the installed data file location by opening the C:\
085820Data\Simulations\Lesson#\Activity# folder and double-clicking the executable (.exe)
file.

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What You Do How You Do It

1. Determine the value of the Path a. On the Advanced page of the System
variable. Properties dialog box, click Environment
Variables.

b. Verify that the TEMP variable points to

the local administrator’s user profile.

c. To view the complete path TEMP variable,

click Edit.

d. Click Cancel three times.

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2. View the files in the temporary file a. Choose Start→My Computer.

storage location.
b. Open the C drive.

c. If necessary, click Show the Contents Of

This Folder.

d. Open the Documents And Settings

folder.

e. Open the Admin## folder.

f. The temporary files folder is hidden.

Choose Tools→Folder Options.

g. Click the View tab.

h. In the Advanced Settings list, select

Show Hidden Files And Folders and
click OK.

i. Open the Local Settings folder.

j. To view temporary files, open the Temp

folder.

k. Close the Temp window.

Windows Optimization Software Tools

You can use a number of system tools to optimize different areas of Windows system
performance.

Optimization
Category Tools
Virtual memory Use the Virtual Memory dialog box to adjust settings for virtual memory, including
optimization pagefile locations and initial and maximum size for each pagefile.

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Optimization
Category Tools
Hard drive optimi- Disk Management is the primary tool you will use to optimize hard disks on your
zation system by creating, deleting, or formatting partitions to create the most functional
disk configuration. For example, you might want to break a large hard disk into
one operating system partition and a data partition; when users search for files or
documents they can limit the search to the data partition only and save time.
You might also use the Disk Defragmenter utility or its command-line version,
defrag.exe, to reduce fragmentation on the disk.
Temporary file You can use the Advanced tab of the System Properties dialog box to set or
optimization change the Path variable that determines where Windows stores temporary files.
To optimize storage of temporary Internet files in Internet Explorer, open the
Internet Options dialog box and click Settings. You can view or delete the existing
temporary files, and you can set the percentage of disk space allotted to temporary
Internet files.
You can manually delete temporary files from the \Temp folder. Windows XP also
provides the Disk Cleanup tool to assist you in locating and removing unnecessary
files. This also helps improve drive performance overall.
Windows services Running only the necessary services saves system resources such as memory and
optimization processor time and improves efficiency. Use the Services node in Computer Man-
agement to view the list of running services, start or stop services, and set the
startup type (Manual, Automatic, or Disabled) for services.
Startup optimiza- ● Using the Services node in Computer Management to set only necessary ser-
tion vices to start automatically will also improve startup time.
● You can use the System Configuration Utility, available from the Tools group in
the Help And Support Center, to selectively disable legacy configuration files
such as System.ini and Win.ini. These text-based configuration files are present
primarily to support backward-compatibility with older Windows programs.
However, because the processing time required to load these small files is negli-
gible, this also could affect system stability without effectively reducing boot
time. For further information, see Windows XP Help on the System Configura-
tion Utility.
● On multi-boot systems, you can you can edit the Boot.ini file reduce the
timeout value for the boot loader menu. You can also suppress the display of
the Boot Loader menu completely by reducing the timeout value to zero or by
removing all but one operating system entry from Boot.ini. Use the Startup And
Recovery dialog box to configure startup settings in Boot.ini.
Application opti- The best approach you can take to ensure optimum performance for all applica-
mization tions is to:
● Make sure the system is configured with sufficient processor, memory, and hard
disk resources.
● Perform routine system-wide optimization and tuning.

● Keep the computer clear of viruses and other malicious software.

● Follow any application-specific optimization procedures documented by your

software vendor.

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How to Optimize Windows

Procedure Reference: Change the Pagefile Size
To change the size of the pagefile:
1. In the System Properties dialog box, click the Advanced tab.
2. In the Performance area, click Settings.
3. Click the Advanced tab.
4. In the Virtual Memory area, click Change to open the Virtual Memory dialog box. You
can see the current size of the pagefile in the Currently Allocated area at the bottom of
the dialog box.
5. Verify that Custom Size is selected.
6. Enter the new values in the Initial Size and Maximum Size text boxes.
7. Click Set.
8. Click OK three times.

Procedure Reference: Add a Pagefile

To add a pagefile:
1. In the Virtual Memory dialog box, select a volume from the Drive list.
2. Under Paging File Size For Selected Drive, select Custom Size.
3. Enter the initial and maximum sizes for the pagefile on this drive.
4. Click Set.
5. Click OK three times.

Procedure Reference: Move the Pagefile

To move the pagefile:
1. In the Virtual Memory dialog box, create a new pagefile on another disk.
2. In the Virtual Memory dialog box, select the original pagefile.
3. Under Paging File Size For Selected Drive, select No Paging File.
4. Click Set.
5. You will see a message informing you that you need to restart your computer. Click OK.
6. Click OK twice more.
7. Restart the computer when prompted.

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Procedure Reference: Clean Up Temporary Files

To use Disk Cleanup to clean up a hard disk:
1. Run Disk Cleanup.
● From the Start menu, choose Control Panel, click Performance And Maintenance,
and then click Free Up Space On Your Hard Disk.
● Choose Accessories→System Tools→Disk Cleanup.
2. If you have multiple drives, select the drive you want to clean up and click OK.
3. On the Disk Cleanup page, check the check boxes for any categories of files that you
want to clean up. Disk Cleanup displays the number of KB in the category; if you want
to see the actual files you will be deleting, click View Files.
4. To compress old files, check Compress Old Files and click Options to set the length of
the expiration window.
5. As an Administrator, you can use Disk Cleanup as a central access point to removing
unused software components. Click the More Options tab and click Clean Up in the fol-
lowing areas:
● Windows Components to launch the Windows Components Wizard.
● Installed Programs to launch Add Or Remove Programs.
● System Restore to delete all but the last restore point.
6. Click OK to perform the disk cleanup steps.
7. Click Yes to confirm.

Procedure Reference: Optimize System Services

To optimize settings for system services:
1. Open Computer Management and select the Services node.
2. Locate and double-click the service you need to manage.
3. Select the desired Startup Type and click Apply.
● Select Automatic startup for services that need to load at boot time.
● Select Manual startup for services that do not need to load at boot time. This will
reduce startup time and the service can be started later during system operation.
● Select Disabled for a service that should never start. If you need to start a Disabled
service, you will need to change its startup type first.
4. To start, stop, pause, or resume a service, click the appropriate button.
● When you stop a service, no user or process can access the service. Also, services
that depend upon the service will also stop.
● When you pause a service, members of the Administrators and Server Operators
groups can still connect to the service, and dependency services can still run.
5. Click OK.

Procedure Reference: Configure Startup Settings in Boot.ini

To optimize the boot time on multi-boot systems:
1. Open the System Properties dialog box.

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2. On the Advanced page, under Startup And Recovery, click Settings.

3. In the Startup And Recovery dialog box, in the System Startup section, perform the
desired optimization task.
● To reduce the display time, enter the new timeout value in the Time To Display List
Of Operating Systems text box. Be sure to configure enough time for the user to
select an alternate operating system.
● To turn off the Boot Loader menu, uncheck the Time To Display List Of Operating
Systems check box. (This is the same as setting the display time to 0.) Verify that the
correct operating system is selected from the Default Operating System drop-down
list.
● To remove an operating system entry, in the Startup And Recovery dialog box, in the
System Startup section, click Edit. Notepad will run and open the Boot.ini file. Select
and delete all but one line in the [operating systems] section. Make sure that the path
in the default= line matches the path to the remaining operating system. Save the file
and close Notepad.
4. Click OK to save your changes to the Boot.ini file and close the Startup And Recovery
dialog box.
5. Click OK to close the System Properties dialog box.

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ACTIVITY 8-9
Configuring Virtual Memory
Scenario:
You manage Windows XP Professional desktop systems for a group of desktop-publishing
specialists who use highly memory-intensive applications for developing, editing, and printing
graphics. They have been receiving some low-memory errors. Until you can purchase and
install more RAM, you want to ensure that you have adequate pagefile space allocated on
your system to meet their virtual memory needs. There is quite a bit of empty space on their
hard disks.

There is a simulated version of this activity available on the CD-ROM that shipped with this
course. You can run this simulation on any Windows computer to review the activity after
class, or as an alternative to performing the activity as a group in class. The activity simula-
tion can be launched either directly from the CD-ROM by clicking the Interactives link and
navigating to the appropriate one, or from the installed data file location by opening the C:\
085820Data\Simulations\Lesson#\Activity# folder and double-clicking the executable (.exe)
file.

What You Do How You Do It

1. Open the Virtual Memory dialog a. Choose Start, right-click My Computer,

box. and choose Properties.

b. Click the Advanced tab.

c. On the Advanced tab of the System Prop-

erties dialog box, under Performance,
click Settings.

d. In the Performance Options dialog box,

click the Advanced tab.

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e. Under Virtual Memory, click Change.

2. Adjust the virtual memory settings. a. To select the text, double-click in the Ini-
tial Size text box.

b. Type a value that is 100 MB greater

than the existing initial size.

c. To select the text, double-click in the

Maximum Size text box.

d. Type a value that is 100 MB greater

than the existing initial size.

e. Click Set.

f. Click OK three times.

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ACTIVITY 8-10
Disabling the Remote Registry Service
Scenario:
You have users who complain that their systems are running slowly and take a long time to
start up. You want to improve system performance and the boot time by preventing unneces-
sary services from loading. After examining the list of running services, you determine that
there is no need for administrators to edit the registry on these machines from elsewhere on
the network, so you decide that it would be advisable to disable the Remote Registry service.

There is a simulated version of this activity available on the CD-ROM that shipped with this
course. You can run this simulation on any Windows computer to review the activity after
class, or as an alternative to performing the activity as a group in class. The activity simula-
tion can be launched either directly from the CD-ROM by clicking the Interactives link and
navigating to the appropriate one, or from the installed data file location by opening the C:\
085820Data\Simulations\Lesson#\Activity# folder and double-clicking the executable (.exe)
file.

What You Do How You Do It

1. Open Computer Management. a. Choose Start, right-click My Computer,

and choose Manage.

b. Expand Services And Applications and

select Services.

2. Disable the service. a. Scroll the services list to locate the

Remote Registry service.

b. Double-click the Remote Registry

service.

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c. Click the Startup Type drop-down arrow

and choose Disabled.

d. Click Stop.

e. Click OK.

f. Close Computer Management.

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Lesson 8 Follow-up
In this lesson, you installed and configured operating systems. Whether you are upgrading,
installing from scratch, or redeploying a system, you will need the skills that enable you to
install, configure, and optimize computer operating systems to meet your business needs.
1. Have you done operating system installations prior to this training? Do you feel you
will be able to perform installations more efficiently as a result of the information in
this lesson?

2. Which of the configuration and optimization procedures in this lesson do you think
will be of the most use to you in your professional environment?

Lesson 8: Installing and Configuring Operating Systems 455

 Maintaining and
9 Troubleshooting
Microsoft Windows
Lesson Time: 3 hour(s)

Lesson Objectives:
In this lesson, you will maintain and troubleshoot installations of Microsoft Windows.
You will:
● Identify Windows operating system utilities to use in maintenance and
troubleshooting.
● Perform backups.
● Troubleshoot Windows.
● Recover a damaged installation of Windows.
CompTIA® A+® Certification: A Comprehensive Approach for all 2006 Exam Objectives

Introduction
In the previous lesson, you installed and configured Microsoft Windows. Once the system has
been installed, you will need to maintain it on an ongoing basis and correct any problems that
may occur. In this lesson, you will maintain and troubleshoot Microsoft Windows.
It would be nice if you could install a system, configure it, verify it, and walk away and never
touch it again. But in the real world, systems need attention both for ongoing maintenance
tasks as well as to resolve the problems that can, unfortunately, arise. As a professional com-
puter support technician, you will be the main point of contact for customers and clients who
have systems that need fine-tuning or have problems they need an expert to solve. You will
need to be ready with the tools, knowledge, and skills to resolve the users’ issues quickly.
This lesson covers all or part of the following CompTIA A+ (2006) certification objectives:
● Topic A:
■ Exam 220–601 (Essentials): Objective 3.1, Objective 3.3, Objective 3.4
■ Exam 220–602 (IT Technician): Objective 1.3, Objective 3.1, Objective 3.3, Objec-
tive 3.4, Objective 6.2
■ Exam 220–603 (Remote Technician): Objective 1.3, Objective 2.1, Objective 2.3,
Objective 2.4
● Topic B:
■ Exam 220–601 (Essentials): Objective 3.3, Objective 3.4, Objective 6.2
■ Exam 220–602 (IT Technician): Objective 3.1, Objective 3.3, Objective 3.4
■ Exam 220–603 (Remote Technician): Objective 2.1, Objective 2.3
● Topic C:
■ Exam 220–601 (Essentials): Objective 1.3, Objective 3.3
■ Exam 220–602 (IT Technician): Objective 3.1, Objective 3.3, Objective 6.1
■ Exam 220–603 (Remote Technician): Objective 2.1, Objective 2.3, Objective 5.2
● Topic D:
■ Exam 220–601 (Essentials): Objective 3.3
■ Exam 220–602 (IT Technician): Objective 3.1, Objective 3.3
■ Exam 220–603 (Remote Technician): Objective 2.1, Objective 2.3

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TOPIC A
Operating System Utilities
In this lesson, you will maintain and troubleshoot Microsoft Windows. To prepare yourself for
these tasks, you should start by reviewing the maintenance and troubleshooting utilities that are
available on the system. In this topic, you will identify operating system utilities to use in
maintenance and troubleshooting.
As a competent computer support professional, you don’t want to have just a few tools in your
toolkit; you want to have a wide range of options available so that you can choose the most
appropriate one to use in a particular situation. Some tools are physical items that you can
touch, but a lot of them are software utilities that are built in to the operating system. This
topic will prepare you to make the best use of the wide range of tools and utilities that you
can use to perform file, disk, and system management on Microsoft Windows.

File Management Tools

You can use command-line tools or the graphical Windows Explorer interface to manage files
and folders on Windows systems.

File Management
Tool Description
Windows Explorer Windows Explorer is the primary graphical utility that you can use to perform
all basic file and folder management tasks. With Windows Explorer, you can:
● Create files and folders.

● Delete files and folders.

● Rename files and folders.

● Move files and folders.

● Copy files and folders.

● View file and folder properties such as file size or the date and time the
file was modified.
● View or change file or folder attributes.

Command-line tools There are command-line utilities that enable you to perform most file-
management tasks at a command prompt or in a script file. These include:
● del, deltr to delete files and folders.

● ren (rename) to rename files and folders.

● copy, xcopy to copy files .

● dir to display file size and date and time modified.

● attrib to view or change file attributes.

● cd to change to a different location in the folder hierarchy.

● md to create folders

● rd to delete folders.

● edit filename to edit a text file.

For the syntax of these commands, see the Windows Help system.

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Disk Management Tools

There are several command-line and graphical utilities you can use to perform disk manage-
ment tasks in Windows.

Disk Management
Tool Description
Disk Management A comprehensive graphical tool that you can use to manage disk drives
themselves as well as the partitions the drives contain. With Disk Manage-
ment, you can:
● Display the drives attached to the system.

● Display, create, and remove partitions on the drives.

● Assign drive letters to partitions.
● Determine the amount of free space on a partition.
● Reformat partitions.
● Convert partitions from the FAT or FAT32 file system to NTFS.
chkdsk.exe Verifies the logical integrity of a file system. With the /f switch, chkdsk
can repair the file system data. Enter chkdsk /f drive letter in
the Run dialog box or at the command line.
format.exe Use to format disks to a selected file system. You can run the format
command at the command line, or right-click a drive in Windows Explorer
and choose Format.
diskpart.exe A command-line tool that enables you to manage disks and partitions by
issuing direct commands, or by creating script files to automate disk
operations.
Disk Defragmenter Arranges stored data on a disk in contiguous blocks. Because individual
(defrag.exe) files are stored on disks in multiple separate blocks, the used and empty
storage areas on a disk can become fragmented and scattered. This can
affect disk performance. Windows provides the Disk Defragmenter tool to
realign the stored files. You can run Disk Defragmenter from Computer
Management, from the All Programs→Accessories→System Tools menu,
or by issuing the command defrag.exe in the Run dialog box or at the
command line.

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ACTIVITY 9-1
Exploring Disk Management Tools
Setup:
There are at least two NTFS partitions on the primary hard disk. If you did not do the lab for
the Installing and Configuring Operating Systems lesson, you will need to create a second
NTFS partition.

Scenario:
As a computer support professional, you will be responsible for managing and maintaining
hard disk configuration and performance for your customer. To prepare yourself for profes-
sional disk-management tasks, you plan to review the status of the disks on your own local
system.

There is a simulated version of this activity available on the CD-ROM that shipped with this
course. You can run this simulation on any Windows computer to review the activity after
class, or as an alternative to performing the activity as a group in class. The activity simula-
tion can be launched either directly from the CD-ROM by clicking the Interactives link and
navigating to the appropriate one, or from the installed data file location by opening the C:\
085820Data\Simulations\Lesson#\Activity# folder and double-clicking the executable (.exe)
file.

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What You Do How You Do It

1. Check the status of your disk. a. Choose Start→All Programs→

Accessories→Command Prompt.

b. Enter chkdsk

c. Examine the chkdsk results and enter

cls to clear the screen.

2. Did chkdsk find any bad sectors?

3. Use diskpart.exe to examine the a. Enter diskpart

partitions on your disk.
b. At the DISKPART prompt, to see a list of
DISKPART commands, enter help

c. Enter list disk

d. To move the focus to disk 0, enter select

disk 0

e. To see details about the disk configura-

tion, enter detail disk

f. To exit DISKPART, enter exit

g. Close the Command Prompt window.

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4. Check the fragmentation status of a. Choose Start→Control Panel.

your disk.
b. Click Performance And Maintenance.

c. In the Performance And Maintenance win-

dow, under Pick A Task, click Rearrange
Items On Your Hard Disk To Make Pro-
grams Run Faster.

d. The Disk Defragmenter window opens.

With the C drive selected, click Analyze.

e. When the analysis is complete, a Disk

Defragmenter message box appears. In
the Disk Defragmenter message box,
click View Report.

f. To determine the overall fragmentation

percentage, in the Volume Information
area, scroll to the Volume Fragmenta-
tion statistics.

g. To sort the list to determine which files are

most fragmented, in the Most Fragmented
Files list, click twice on the Fragments
column heading.

h. To determine whether or not you should

defragment, view the top section of the
report. Click Close.

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i. Close Disk Defragmenter.

5. Based on the analysis, should you defragment?

System Management Tools

There are several important utilities you will use to manage Windows computers, as shown in
the following table.

System Management Tool Description

Device Manager Device Manager is the primary tool you will use to manage and
configure system devices in a hardware profile. The default Device
Manager view displays a categorized list of all devices attached to
the system. You can use Device Manager to:
● See the status of a device. An exclamation point means there is
a problem with a device; a yellow question mark means the
device has been detected but a driver is not installed, or there is
a resource conflict.
● Enable or disable a device. A disabled device appears with a red
X.
● Determine the device driver a device is using; upgrade a device
driver; roll a device driver back to a previous version.
● Determine any system resources that the device is using, such as
interrupt request lines (IRQs) or Direct Memory Access (DMA)
ports.
● Uninstall or re-install devices.

Task Manager (taskmgr.exe) Task Manager is a basic system-diagnostic and performance-

monitoring tool included with Windows XP. You can use Task
Manager to monitor or terminate applications and processes; view
current CPU and memory usage statistics; monitor network connec-
tion utilization; and manage logged-on local users. Run Task
Manager by right-clicking the taskbar and choosing Task Manager,
or by pressing Ctrl+Alt+Del and clicking Task Manager. Task Man-
ager, by default, will always remain on top of other applications.

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System Management Tool Description

System Configuration Utility The System Configuration Utility, available from the Tools group
(msconfig.exe) in the Help And Support Center, is a graphical tool intended to
help automate some routine troubleshooting steps. You can use it
to:
● Select files and system services to process at startup.

● Selectively disable legacy configuration files such as System.ini

and Win.ini.
● View and enable or disable services or applications that load
automatically at startup.
For further information, see Windows XP Professional Help on the
System Configuration Utility.
System Information Utility The System Information utility, available from the Tools group in
(msinfo32.exe) the Help And Support Center and also from System Tools on the
Start menu, displays detailed information about the current system
configuration, including a general summary of the system compo-
nents, hardware resource assignments by category, installed
hardware devices, the software environment, and Internet Explorer
settings.
Event Viewer Use Event Viewer to view the contents of event logs, which are
system files that contain information about significant events that
occur on your computer. There are three default event logs on Win-
dows 2000 Professional and Windows XP computers:
● The Application log records Information, Warning, or Error mes-
sages generated by specific applications, and by some Windows
services. The application developer determines whether or not a
particular application will post entries to the log.
● The Security log records Success Audit or Failure Audit events
if an administrator has configured security auditing on the
system. If you have not configured an audit policy, this log will
be empty.
● The System log records Information, Warning, or Error messages
generated by system components. For example, this log will
show you if a driver or service has failed to load.
To access the Event Viewer from the command line enter eventvwr.
exe.
Registry Editor (regedit.exe) Use Registry Editor to view, search, or modify the contents of the
registry. Use extreme caution if you decide to modify the registry
directly. It is generally best to modify the registry indirectly by
using other applications and system tools.
Computer Management The pre-configured MMC console that serves as a central location
for accessing major system administration and information tools.

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ACTIVITY 9-2
Exploring System Management Utilities
Scenario:
As a computer support professional, you will be responsible for managing and maintaining
system configuration and performance for your customers. To prepare yourself for profes-
sional system-management tasks, you plan to review the status of the system components on
your own local computer.

There is a simulated version of this activity available on the CD-ROM that shipped with this
course. You can run this simulation on any Windows computer to review the activity after
class, or as an alternative to performing the activity as a group in class. The activity simula-
tion can be launched either directly from the CD-ROM by clicking the Interactives link and
navigating to the appropriate one, or from the installed data file location by opening the C:\
085820Data\Simulations\Lesson#\Activity# folder and double-clicking the executable (.exe)
file.

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What You Do How You Do It

1. View device status in Device a. In the Control Panel Performance And

Manager. Maintenance window, click System.

b. Click the Hardware tab.

c. Click Device Manager.

d. Expand the Keyboards node.

e. Verify that the keyboard device icon

appears normal and double-click the
icon to open the keyboard’s property
sheet.

f. Click the Driver tab.

g. You can view details about the driver,

update or roll back the driver, or uninstall
the device on the Driver page. Click the
Resources tab.

h. The Resources page shows the resource

settings for the device. It is rare that you
would have to adjust resource allocation
manually. Click Cancel.

i. Expand other categories and view the

status and properties of other devices.

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j. Close Device Manager.

k. Close System Properties.

l. Close Performance And Maintenance.

2. Did any devices have any problems?

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3. Examine the system status with a. Right-click the taskbar and choose
Task Manager. Task Manager.

b. The Applications page is blank because

there are no application windows open. To
start an application, click New Task.

c. To run Notepad, type notepad and click

OK.

d. Notepad opens in the background and the

Notepad task appears on the Applications
page. Verify that a running process
count, CPU usage percentage, and
committed memory value appear in the
Task Manager status bar.

e. Verify that the CPU usage gauge

appears in the notification area of the
taskbar.

f. In Task Manager, right-click the Notepad

application and choose Go To Process.

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g. There are many processes running on the

system. Most are running in the back-
ground, not in their own windows, and so
they do not appear on the Applications
page. To close Notepad, with the Notepad
process selected, click End Process.

h. Click Yes.

i. Click the Performance tab.

j. The Performance page provides a graphi-

cal report on system performance
statistics. Click the Networking tab.

k. The Networking tab provides a graphical

report on network activity. Click the Users
tab.

l. When Fast User Switching is enabled, the

Users tab is available and shows any
users who are currently logged on. Close
Task Manager.

4. Examine the system configuration a. Choose Start→Help And Support.

settings with msconfig.
b. Under Pick A Task, click Use Tools To
View Your Computer Information And
Diagnose Problems.

c. In the Tools list, click System Configura-

tion Utility.

d. Click Open System Configuration

Utility.

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e. System Configuration is a diagnostic and

troubleshooting utility that can help auto-
mate routine troubleshooting steps. The
General page controls overall startup
behavior. Click the System.ini tab.

f. System.ini and Win.ini are legacy configu-

ration files from earlier DOS shell versions
of Windows. Windows will process these
files if they are present. You can use Sys-
tem Configuration to enable or disable
portions of these files. Click the Boot.ini
tab.

g. System Configuration provides another

way to modify the startup settings in Boot.
ini. Click the Services tab.

h. You can use System Configuration to

enable or disable services. Click the
Startup tab.

i. You can view and manage items that are

configured to load at system startup. To
close System Configuration, click Cancel.

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5. Examine the system information a. In the Help And Support Center, in the
with msinfo32. Tools list, click Advanced System
Information.

b. Click View Detailed System Information

(Msinfo32.exe).

c. Maximize System Information.

d. In the System Summary, verify that the

system is running Windows XP Profes-
sional with Service Pack 2. Expand
Hardware Resources.

e. You can see the assignments for each

category of hardware resources. To view
the assigned interrupts, select IRQs.

f. Collapse Hardware Resources.

g. You can see detailed information about all

aspects of the computer system. Expand
Components and select CD-ROM.

h. Collapse Components.

i. Expand Software Environment and

select System Drivers.

j. Collapse Software Environment.

k. Expand Internet Settings, Internet

Explorer.

l. Select Summary.

m. Close System Information.

n. Close the Help And Support Center.

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6. Review the system logs. a. Choose Start, right-click My Computer,

and choose Manage.

b. Under System Tools, select Event

Viewer.

c. Double-click the System log.

d. Double-click the first Information entry

in the log.

e. This shows you the basic structure of an

event log entry. In the Event Properties
window, click the Down arrow and then
the Up arrow to scroll through the
event log entries.

f. To close the Event Properties window,

click Cancel.

g. Choose View→Filter.

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h. Uncheck all event types except Warn-

ing and Error.

i. Click OK.

j. Now the Warning and Error messages, if

any, appear in sequence. It’s perfectly nor-
mal to see a few Error and Warning
messages in a log. Most of these prob-
lems are either minor or due to some
external condition, such as a server being
unavailable. Close Computer
Management.

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TOPIC B
Maintain Microsoft Windows
In the previous topic, you identified the general operating system management utilities that you
will employ in a range of activities as a computer support technician. One of those common
support tasks is to perform basic system maintenance. In this topic, you will maintain Win-
dows systems by performing data and system backups.
Maintaining an operating system is an ongoing task that might not seem as exciting or interest-
ing as performing a new installation or replacing a hard disk, but it is actually one of the most
crucial tasks for a support technician. System maintenance is important for two reasons; first,
proper maintenance can prevent system problems from arising. Second, proper maintenance of
the system, including the creation of appropriate backups, can make recovery or troubleshoot-
ing operations much easier in the event that problems do arise. As an A+ technician, you can
use the skills and information in this topic to perform backups as part of your ongoing operat-
ing system maintenance tasks.

Backup and Restore

Definition:
Data backup is a system maintenance task that enables you to store copies of critical data on
another medium for safekeeping. Data restoration is a system recovery task that enables you
to access the backed-up data. Backups protect against loss of data due to disasters such as file
corruption or hardware failure. Restored data does not include any changes made to the data
after the backup operation. Data backups can be accomplished simply by copying individual
files and folders to a local or network location or by using dedicated software and hardware to
back up large amounts of data. Large backups are usually stored on specialized backup media
such as magnetic tape drives.

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Example:

Figure 9-1: Backup and restore.

Backup Schemes
Backups should be performed systematically and on a regular basis for the best protection
against data loss. Most large organizations will implement a structured backup scheme that
includes a backup schedule and specifications for how much data is backed up, where it is
stored, and how it can be retrieved. The backup scheme will specify the backup rotation
method, which determines how many backup tapes or other media sets are needed, and the
sequence in which they are used and reused. Designated administrators will have the responsi-
bility for designing and managing the backup scheme and for restoring data when needed.

The Windows Backup Utility

The built-in Windows Backup utility enables you to back up and restore files on local and
remote Windows systems. Windows Backup stores data in backup sets on a wide variety of
backup media types, including hard and floppy disks, writable CD-ROMs, tape drives, and
other compact storage media. Backup sets can be stored in single files or can be spread across
one or more backup media.

You can access the Windows Backup Ulitility from the command line using the ntbackup.exe
command.

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Figure 9-2: Windows Backup.

There are also many third-party backup utilities available for backing up and restoring data on
Windows computers.

Backup Types
Windows Backup supports a variety of backup types.

Backup Type Backs Up

Copy Selected files, without marking them as backed up by clearing the
Archive file attribute.
Daily Files modified the day the backup is performed, without marking them as
backed up.
Differential Files changed since the last normal or incremental backup, without mark-
ing them as backed up.
Incremental Files changed since the last normal or incremental backup, marking them
as backed up.
Normal Selected files, marking them as backed up.

Backup Requirements
You must be a member of the Backup Operators group, be a file owner, or have at least Read
NTFS permissions to back up file data.

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Windows File Protection (WFP)

Windows File Protection is a Windows XP Professional system service that automatically
maintains backup copies of key system files. Files protected by WFP include all SYS, DLL,
TTF, FON, OCX, and EXE files installed by Windows Setup. If a key boot file or a Boot or
System level driver or service is altered or deleted, WFP simply replaces the file from a
backup copy, either from the hidden %systemroot%\System32\ Dllcache folder or from the
Windows XP Professional installation media.
You might see a Windows Protection error if a driver or service under Windows File Protec-
tion fails to load. This generally occurs at startup.

System File Checker

The System File Checker utility (sfc.exe) enables you to scan all protected operating system
files and replace any incorrect files with the correct Microsoft versions. To use this command-
line utility, open a Command Prompt window and enter sfc /scannnow. When the System
File Checker detects a file that was overwritten by a method other than a Service Pack installa-
tion, a hotfix installation, or an operating system upgrade, it replaces the file. When it replaces
the file, it attempts to restore it from a locally cached copy. If that copy isn’t available, it
installs the file from the installation media. This means that you might find it necessary to
reinstall the latest Service Pack and hotfixes after using System File Checker.

Windows Backup Limitations

There are a couple limitations you should be aware of when using the Microsoft Windows
Backup utility. First, it only supports floppy drive, tape drive, hard drive, or external drives
(Zip, USB, IEEE 1394 (FireWire)). There is no direct support for writable CDs or DVDs. The
only way to make use of these is to back up to the hard rive first, then manually transfer to a
DVD or CD. Another limitation of this utility is when you are installing Windows XP Home,
it is not installed by default for you. You will need to manually install this utility.

System State Data

You can use the Windows Backup utility to back up System State data on Windows computers.
The System State is a subset of crucial system components that is backed up as a unit. On
Windows XP Professional systems, the System State data consists of:
● Boot files.
● System files protected by Windows File Protection.
● The Registry.
● And, COM+ object registrations, a database of program components that are shared
between applications.

Backing up the System State data requires approximately 400 MB of space. You must back it
up to a tape, a folder on the local computer, or a shared folder on a server.

System State Backup Set

In Windows XP, backing up the System State is the only way to back up and restore the
registry. You cannot remove any items from the System State backup set. You must have
administrative privileges to back up and restore the System State, and you cannot back up or
restore the System State remotely.

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How to Perform Backups

Procedure Reference: Back Up Files on Windows XP
To back up data files on Windows XP Professional:
1. Run Windows Backup.
● From the Start menu, choose All Programs→Accessories→System Tools→Backup.
● In Control Panel, click Performance And Maintenance, and then click Back Up Your
Data.
2. Click Next.
3. Select Back Up Files And Settings. Click Next.
4. Select one of the following to back up user data:
● My Documents And Settings to back up the current user’s My Documents folder,
Favorites list, desktop settings, and Internet cookie files.
● Everyone’s Documents And Settings to back up this information for all users.
● Let Me Choose What To Back Up to select the files to back up.
● All Information On This Computer to back up all user data and create an Automated
System Recovery (ASR) backup set.
5. Click Next.
6. If you selected Let Me Choose What To Back Up, expand the source location of the files
in the Items To Back Up list, and check the check box for each item that you want to
back up. Click Next.
7. Enter a path and file name for the backup storage location, or select the storage location
by clicking Browse. The default backup file name is Backup.bkf. The descriptive name
for the backup will match the file name.
8. If you do not want to use the default backup name, enter a different descriptive name in
the Type A Name For This Backup text box. The descriptive name can help you uniquely
identify backup sets when you need to restore files from a backup.
9. Click Next.
10. To create the backup using the default settings, click Finish. Otherwise, click Advanced.
11. If you clicked Advanced, select the type of backup and click Next.
12. Check the check boxes for each backup option you want to use:
● Verify Data After Backup reads the data after it is backed up.
● Use Hardware Compression, If Available can save space if hardware compression if
supported on the media.
● Disable Volume Shadow Copy disables Windows Backup’s ability to back up files
while they are open or being written to. In rare circumstances, you might choose to
disable Volume Shadow Copy to reduce the size of a backup set, or to increase the
speed of the backup. However, in general, you should not disable it.
13. Click Next.
14. Select whether to append the data to an existing backup or to overwrite the backup. Click
Next.

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15. Select Now to run the job immediately. Click Next.

16. Click Finish.

Procedure Reference: Schedule Backups

You can use Windows Backup to schedule backups to occur at a selected time. To schedule a
backup:
1. Use Windows Backup to create a backup job.
2. On the last page of the wizard, click Advanced.
3. Select any advanced options on the Type Of Backup, How To Back Up, and Backup
Options pages.
4. On the When To Back Up Page, select Later.
5. Click Set Schedule.
6. Select your scheduling options. You can schedule a task to run Once, Daily, Weekly,
Monthly, At System Startup, At Logon, or When Idle. For Daily, Weekly, or Monthly
schedules, you can configure specific times and days.
7. To configure advanced properties for Daily, Weekly, or Monthly tasks, click Advanced,
configure the properties, and then click OK. You can configure start and end dates for the
task, and configure the task to run more than once at the scheduled time.
8. If you want this task to run on more than one schedule (for example, weekly and also at
system startup), check Show Multiple Schedules and click New to create additional
schedules.
9. To configure how this task will respond to system conditions such as a low battery, click
the Settings tab and configure the settings. See the Windows Backup Help system for spe-
cific information.
10. When you have finished creating and configuring all the schedules, click OK.
11. In the Backup Or Restore Wizard, enter a name for the scheduled job and click Next.
12. Enter the credentials for a user with the permissions and rights necessary to back up the
files, and click OK. The job will run in this user’s context at the scheduled time.
13. Click Finish.

Procedure Reference: Back Up System State Data

To back up System State data in Windows XP:
1. Log on as a user who’s either a member of the Backup Operators or Administrators
groups, owner of a file, or a user who has at least the Read NTFS permissions to back up
file data.
2. If you plan to back up to tape, insert a tape into the tape drive.
3. If you plan to back up to a folder, verify that you have enough available disk space. Cre-
ate the folder.
4. From the Start menu, choose All Programs→Accessories→System Tools→Backup.
5. Click Next.
6. Verify that Back Up Files And Settings is selected and click Next.

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7. On the What To Back Up page, select Let Me Choose What To Back Up.
8. Click Next.
9. Below Items To Back Up, expand My Computer and check System State.
10. Click Next.
11. On the Backup Type, Destination, And Name page, complete the following tasks:
a. From the Select The Backup Type drop-down list, select the type of backup you
want to create (if you do not have a local tape backup device, your only choice will
be File).
b. Next to Choose A Place To Save Your Backup, click Browse to browse for the folder
in which you will store the backup. If you’re backing up to file, you must store the
System State data backup on a hard disk because you will need approximately 400
MB of storage space.
c. In the Type A Name For This Backup text box, type a name for the backup file.
d. Click Next.
12. To create the backup using the default settings, click Finish (click Advanced if you want
to schedule the backup to run on a regular basis).
13. Review the Backup Progress dialog box to verify that the backup completed successfully.
14. Click Close to close the Backup Progress dialog box.

Advanced Mode
You can also run Windows Backup in Advanced Mode. Advanced Mode enables you to enter
your backup configuration options on separate pages of a dialog box instead of through the
wizard. However, all the same options are available through either method. To run in
Advanced Mode, click the Advanced Mode link on the first page of the Backup Or Restore
Wizard. A Backup Utility window will open. To switch back to Wizard Mode, click the Wizard
Mode link on the Welcome page in the Backup Utility window.

Managing Backup Media

Windows Backup provides commands for formatting, re-tensioning, and erasing backup tape
media, and for creating and managing catalogs of the contents of backup sets. See Windows
Backup Help for more information on maintaining backup media.

Ntbackup
You can also use the ntbackup command to back up folders from the command line. This is
useful if you want to create a batch file to back up data. See Windows Backup Help for the
syntax and usage of the ntbackup command.

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ACTIVITY 9-3
Backing Up System State Data
Setup:
You will need approximately 400 MB of free space on your C drive to complete the backup.

Scenario:
One of your clients uses his computer 100 percent of the time to do his job. His computer
uses the Windows XP operating system. He is very concerned about a computer crash. He
wants to make sure that you will be able to reconstruct his computer as quickly as possible in
the event of an operating system failure.

There is a simulated version of this activity available on the CD-ROM that shipped with this
course. You can run this simulation on any Windows computer to review the activity after
class, or as an alternative to performing the activity as a group in class. The activity simula-
tion can be launched either directly from the CD-ROM by clicking the Interactives link and
navigating to the appropriate one, or from the installed data file location by opening the C:\
085820Data\Simulations\Lesson#\Activity# folder and double-clicking the executable (.exe)
file.

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What You Do How You Do It

1. Create a folder for storing the Sys- a. Open Windows Explorer.

tem State data backup.
b. Select the C drive.

c. Choose File→Properties.

d. Verify that you have enough free disk

space to store the System State data
backup.

e. To close the Properties dialog box, click

Cancel.

f. Choose File→New→Folder.

g. Type Backup and press Enter.

h. Close Windows Explorer.

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2. Back up the System State data. a. From the Start menu, choose All
Programs→Accessories→System
Tools→Backup.

b. Verify that the Always Start In Wizard

Mode check box is checked.

c. Click Next.

d. Verify that Back Up Files And Settings

is selected. Click Next.

e. Select Let Me Choose What To Back Up

and click Next.

f. Below Items To Back Up, expand My

Computer.

g. Check the System State check box.

h. Click Next.

i. Click Cancel. In the Save As dialog box,

from the Save In drop-down list, select
Local Disk (C:). Open the Backup folder
and click Save.

j. Click Next.

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k. Click Finish.

l. When the backup is complete, click

Close.

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TOPIC C
Troubleshoot Microsoft Windows
In the previous topic, you performed basic Windows system maintenance tasks. By maintaining
the system properly, you can avoid many problem conditions and you will be in a good posi-
tion to correct errors efficiently when they arise. In this topic, you will diagnose and correct
various Windows system errors.
As a computer support professional, you will be the first line of response to help users when
problems arise with their systems. You will need the knowledge to recognize and diagnose
problem conditions, and you will be need to respond to those problems with the appropriate
corrective action. The information, utilities, and skills in this topic should provide you with the
diagnostic and troubleshooting toolkit you will need to identify and correct a range of possible
system problems.

System Stop Errors

Definition:
System stop errors are errors severe enough to stop all processes and shut the system down
without warning. File system errors, viruses, hard disk corruption, or controller driver problems
can cause stop errors. Stop errors are rare in Windows XP, but when they occur, they are nor-
mally preceded by a blue error screen containing a summary statement about the error
condition and also hexadecimal memory data. Because of the blue background, a stop error is
often referred to as a blue-screen error.

Example:

Figure 9-3: Stop errors.

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Responding to Stop Errors

If you experience a blue-screen error, you should try to capture as much information as pos-
sible from the error summary information at the top of the screen. You can sometimes use this
information to diagnose the problem. You can record the error codes and then search for the
meaning of the error codes in the Microsoft Knowledge Base.
You can also configure Startup And Recovery settings to perform a memory dump, which
means that the system writes the contents of memory at the time of the stop error to a dump
file on the hard disk for diagnostic purposes. You would need special tools and support from
Microsoft technical engineers to interpret a dump file. To configure Startup And Recovery set-
tings, go to the Advanced page of the System Properties dialog box and, under Startup And
Recovery, click Settings.
If you want to prevent the system from restarting automatically after the stop error, reboot and
press F8 during the boot sequence to bring up the Windows Advanced Options Menu. Select
Disable Automatic Restart On System Failure and allow the system to restart. Another way of
preventing the system from restarting automatically is to change the settings for the computer.
To do this right click My Computer, then click Properties, Advanced Tab, in Startup and
Recovery, click Settings. Uncheck Automatically Restart and click OK.
For more information on interpreting stop errors, see the Windows XP Professional Resource
Kit, and Microsoft Knowledge Base articles Q314084 and Q314103.

System Lockup Errors

Definition:
A lockup error is an error condition that causes the system or an application to stop respond-
ing to user input. The system display “hangs” or “freezes” in a particular state, or sometimes
the contents of a window go blank. The system might return to normal after a short wait for
other processes to execute, or it might be necessary to terminate an unresponsive process.
Application lockup errors are more common than complete system lockups.

Example:

Figure 9-4: Lockup errors.

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Responding to Lockup Errors

If your system or an application locks up, sometimes waiting a few minutes is sufficient for
the system to recover resources and begin responding. If not, you can sometimes identify the
particular offending process by running Task Manager. On the Applications tab, look for appli-
cations with a Not Responding status. You can then use the End Task button to shut them
down. On the Processes tab, look for processes that are monopolizing the CPU, and use the
End Process button to shut them down. Sometimes it’s necessary to restart the system.
Although applications might occasionally hang without indicating any serious problem,
repeated system lockups or stop errors are a sign of trouble, and you should investigate them
to see if there is an underlying hardware problem or if they could be caused by malicious soft-
ware, such as a computer virus. In addition to hardware or malicious software, it could also be
caused by unstable/incompatible drivers, applications conflicting with each other, resource allo-
cation issues (multiple video-intensive applications trying to access the same resource),
memory limitations (not enough memory or too many applications running at the same time),
etc.

Input/Output Device Issues

Some of the input/output device issues that can affect Windows operation include:
● A missing or loose mouse or keyboard connection.
● Blocked signals for wireless devices.
● A missing or incorrect driver for a specialty input or output device.
● And, misconfigured monitor settings resulting in display anomalies.

Display Configuration Issues

You can usually configure some settings for the monitor using controls on the device itself. For
example, you can set the contrast and brightness, screen size, and screen rotation. If any of
these are set to incorrect or extreme values, the display might not appear as desired.
You can also configure output settings from within Windows. Open the Display Properties dia-
log box from within Control Panel, or by right-clicking the desktop and choosing Display. For
example, the screen resolution might make items too small for some users to view
comfortably. In this case, you can decrease the screen resolution, which will solve the problem,
but a better solution is to increase the font dots per inch (DPI) setting. Also, the monitor might
not display properly if advanced settings such as the color quality or screen refresh rate are set
to a value that is not appropriate for the display device. You can reconfigure settings manually
or use the Video Display Troubleshooter in the Windows XP Help And Support Center to walk
through common problem scenarios.

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Application Errors
There are some common error messages that indicate problems with applications.

Symptom Suspected Problem

Application won’t install You are trying to install an application that needs to overwrite
a file that is currently in use on the computer.
Application won’t start or load The application was installed incorrectly, a version conflict
between the application and other applications on the com-
puter exists, or your computer is experiencing memory access
errors.
Application not found One or more of the application files has been deleted, moved,
or become corrupt.
General Protection Fault (GPF) An application is accessing RAM that another application is
using, or the application is attempting to access a memory
address that doesn’t exist.
Illegal operation An application is attempting to perform an action that Win-
dows does not permit. Windows forces the application to
close.
Invalid working directory The application can’t find the directory for storing its tempo-
rary files (typically \Temp). This can happen if you delete the
folder that an application needs for storing its temporary files.

Boot Errors
There are several errors that can occur during the boot process or Windows startup.

Error Description
POST errors If there are errors during the POST, the system might display a numeric error
message. Typically, you can press F1 to acknowledge the error and continue booting.
For other POST errors, a series of audible beeps will tell you if a problem has been
detected. The sequence of beeps is a code that indicates the type of problem.
Invalid boot The most common cause of this is a non-bootable disk in a drive. If your system has
disk floppy-disk drives, check to see if you need to remove a disk from the drive. How-
ever, there could be a hardware problem with the hard disk. Also verify that CMOS is
set to boot from the hard drive. Most BIOS allow for the configuration of 4 or more
boot devices as 1st, 2nd, 3rd, etc. If one fails, it will automatically try the next in
line. The only way this process will fail is if the boot devices are set to None or all
the same (which many don’t allow). Also, it can’t be assumed that the user will want
the CMOS to be set to ″boot from the hard drive″ since many times there is a need to
boot from CD, or even boot through the network.
Inaccessible There might be a hardware problem with the hard disk or hard disk controller. Check
boot device hard drive and hard drive controller connections.
Missing The NTLDR file might be missing or corrupt, in which case you might need to copy
NTLDR it from the Windows CD-ROM. However, the most common problem is that there is
a non-bootable disk in the drive.

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Error Description
Other missing If Ntoskrnl is missing, you can copy it from the Windows installation CD-ROM. This
Windows error can also indicate a problem in the ARC path specifications in the Boot.ini file.
startup files If Bootsect.dos is missing on a dual-boot system, you will have to restore it from a
backup file, as its contents are specific to a particular system.
System files should not be deleted or become corrupt during normal system operation,
so these errors are rare. They might indicate an underlying hardware problem, a disk
error, or the presence of a computer virus.
Device or ser- There might be a problem with a missing or corrupted device driver, or there could
vice failed be hardware resource conflicts (although this is rare on a Plug and Play system).
during startup
Device or pro- A device driver or related file might be missing or damaged. You might need to rein-
gram in registry stall the device.
not found

POST Beep Error Codes

POST beep codes vary from one BIOS manufacturer to another. The following table lists some
typical POST beep error codes and their meanings.

Beep
Error Video
Code Output Problem Solution
One or more Command None (nor- None.
short beeps prompt mal startup
beep)
None None Power Check power cords, wall voltage, PC’s power
supply.
None Cursor Power Check the PC’s power supply; check for suffi-
cient wall voltage.
None Command None May be a defective speaker.
prompt
One short, None Display Check for monitor power; check video cable;
one long check display adapter.
beep
Two short None or Display Check for monitor power; check video cable;
beeps incorrect check display adapter.
display (gar-
bage)
Two short None Memory Check to see that all RAM chips are seated
beeps firmly, swap out RAM chips to determine which
is defective, and replace the defective chip.
Repeating Probably Power Check the PC’s power supply; check for suffi-
short beeps none cient wall voltage.
Continuous Probably Power Check the PC’s power supply; check for suffi-
tone none cient wall voltage.

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Beep
Error Video
Code Output Problem Solution
One long, Probably System Check to see that all adapters, memory, and chips
one short none board are seated firmly; check for proper power connec-
beep tions to the system board; use diagnostics
software or hardware to further troubleshoot the
system board.
One long, Probably Display Check for monitor power; check video cable;
two short none check display adapter.
beeps
One long, Probably Display Check for monitor power; check video cable;
three short none check display adapter.
beeps
Two short Numeric Varies depending upon the source of the problem
beeps error code as indicated by the numeric error code.

POST Numeric Error Codes

The following table lists common POST numeric error codes and their meanings.

POST Error Code Problem

02# Power
01## System board
0104 Interrupt controller
0106 System board
0151 Real-time clock or CMOS RAM
0162 CMOS checksum error
0163 Time and date (clock not updating)
164 or 0164 System memory configuration incorrect
199 or 0199 User-indicated device list incorrect
02## Memory
201 or 0201 Memory error (may give memory address)
0202 Memory address error
03## Keyboard
0301 Stuck key (scan code of the key may be indicated)
0302 Keyboard locked
06## Floppy disk driver or controller
0601 Floppy disk adapter failure
0602 Disk failure
17## Hard disk or adapter
1701 Drive not ready or fails tests

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POST Error Code Problem

1704 Hard drive controller failure
1707 Track 0 failure
1714 Drive not ready
1730-1732 Drive adapter failure

CMOS Error Codes

In addition to the POST error codes, you might also see a CMOS error code. The following
are examples of CMOS error codes that you might see displayed after the POST.
● The error Display Type Mismatch is displayed if the video settings don’t match the
monitor attached to the system.
● The error Memory Size Mismatch is displayed if the amount of RAM detected and
the amount specified in CMOS don’t match. This error is usually self-correcting, although
you might need to reboot to fix it. Other devices such as hard drives can also generate
mismatch errors. This generally happens when the physical device is different than what is
specified in CMOS.
● The error CMOS Checksum Failure is generated if the CMOS memory is corrupted.
This can happen from a bad or dead battery, or a loose connection to the battery. Try
replacing the battery to see if it clears up the problem. If it doesn’t, the system board
might be bad (or going bad).

Error and Warning Messages in Event Viewer

Warning and error messages in the System or Application event logs do not necessarily indi-
cate a major problem on your system. Some common sources of error messages, such as the
Windows time service or the ACPI service, are usually benign. If you review the contents of
your own system’s logs regularly, you will be familiar with the events logged by normal sys-
tem operations and be able to distinguish these from true problem conditions that require
action.

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Figure 9-5: Error and warning messages in Event Viewer.

The Structure of Event Log Entries

All Information, Warning, Error, Success Audit, and Failure Audit entries in the event logs
contain similar information.

Item Description
Type The type of log entry: Information, Warning, Error, Success Audit, or Failure
Audit.
Source The software that logged the event; this could be an application, service, or
driver.
Category Classifications for security events, such as Logon and Logoff, Policy Change,
Object Access, and so on.
Event An identifying number for the type of event. Events with the same number
are of the same nature.
User The name of the user that generated the event, if applicable. (Many events
are generated by the system itself.)
Computer The name of the computer where the event occurred.
Description A text description of the event. These descriptions tend to be quite short; in
many cases, there is a link to more specific information on the Microsoft
Help and Support website.
Data Binary event data. Not all events generate binary data.

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Windows Error Reporting

The Windows Error Reporting node in the Software Environment category in System Informa-
tion contains data about the faults generated by Event Viewer. When there is a severe error,
Windows will also display an Error Reporting dialog box and generate report data. The Error
Reporting dialog box gives you the option to send the report data to Microsoft for analysis.

Registry Error Messages

In extremely rare cases, you may receive a stop error or another error message that reports a
problem with registry access, registry value entries, or the registry files. For example, a hard
disk problem or power failure may have corrupted the registry hive files. To protect the regis-
try, always maintain proper system backups. The best solution to a specific registry problem is
to search for the text of the specific error message at support.microsoft.com and follow the
instructions in any resulting Knowledge Base article.

Recovering the Registry

There is a process for recovering a corrupt registry. For information, see the Knowledge Base
article “How to recover from a corrupted registry that prevents Windows XP from starting” at
http://support.microsoft.com/kb/307545/en-us.

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DISCOVERY ACTIVITY 9-4

Identifying System Errors
Scenario:
In this activity, you will interpret system errors and discuss possible appropriate responses to
error conditions.

1. A user calls saying that her screen occasionally goes blue and the system shuts
down. What should you advise her to do?
a) Call the Help Desk the next time the shutdown is in progress.
b) Reboot manually after the automatic restart.
c) Record as much information on the top of the blue screen as she can so that you
can research the particular error.
d) Run the system in Safe Mode.

2. A user reports that his Microsoft Word window has gone blank and he cannot type
text. What are possible approaches to resolving his problem?
a) Reboot the computer.
b) Run another copy of Microsoft Word.
c) Wait a few minutes to see if the application returns to normal.
d) Use Task Manager to shut down the application if it has a status of Not Responding.

3. A user reports her monitor display is “fuzzy” and hard to look at. What is a possible
cause of this problem?
a) Display settings for the monitor are incorrectly configured.
b) The power cord is unplugged.
c) The monitor cable is not properly seated.
d) The monitor device is disabled in Windows.

4. A user reports that while she is editing a document, she receives an “invalid work-
ing directory” message from her application. What is a good diagnostic question to
ask in response to this error?
a) Did the application work yesterday?
b) Is anyone else having this problem?
c) Who installed the application?
d) Have you deleted any files or folders lately?

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5. Match the error message with its most likely cause.

Invalid boot disk a. Corrupted device driver
Inaccessible boot device b. POST failure (related to the hard disk)
Device failed during c. Non-bootable disk left in the drive
startup
Registry file failure d. Hard disk controller failure
Numeric error code 1701 e. Disk problem leading to corrupted hive
files

Remote Diagnostic and Troubleshooting Tools

Windows XP includes utilities that enable you to remotely administer and troubleshoot users’
computers.

Remote Tool Use To

Remote Desktop Remote Desktop is a remote management tool that allows you to oper-
ate the computer as if you were in front of it. Depending on the
permissions you define, you will have full access to all resources,
including printers, storage drives, and the network that machine is
attached to. You are even capable of accessing multiple machines at
once or hopping to multiple machines in a chain, by running remote
desktop on each machine on the daisy chain.
The problem with Remote desktop for troubleshooting an end user’s
computer is that it must be enabled and a user must be granted privi-
leges to log in. If a user does not have a password set up to log in to
their computer, remote desktop will not allow that username to be used
to log in. If no other username exists, there is no opportunity for
remote desktop to work.
The biggest limitation of remote desktop is that only one person can be
logged on to the machine at once, so once you log in using remote
desktop, the monitor at the local computer will go to the log in screen.
If a local user logs in, the remote user will be disconnected. Remote
desktop is not really a remote diagnostic and troubleshooting tool as
much as a management tool.
Remote Assistance Enable a user to request remote assistance. This enables a user to get
help from an expert over the Internet. The expert is able to access the
user’s desktop remotely, and troubleshoot specific problems a user is
having. Unlike remote desktop, the remote person shares a view of the
desktop with the local user and retains control of the machine. The user
must then allow the remote person access (control) of the mouse and
keyboard to allow the assistance to begin. Otherwise, the user can sim-
ply allow the remote person to observe the problem and chat using the
built-in chat services or some other form of communication. The end
user can request assistance either via e-mail or via MSN Messenger.

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How to Troubleshoot Windows

Procedure Reference: Use Task Manager for Troubleshooting
To use Task Manager to diagnose and troubleshoot Windows:
1. Right-click the taskbar and choose Task Manager.
2. Examine the Applications tab. If any application displays a status of Not Responding,
select the application and click End Task. When prompted, click End Now to close the
problematic application.
3. Click the Processes tab. You can click any of the column headings to sort the list of pro-
cesses by that parameter. For example, to sort the list of processes in descending order by
processor utilization, click the CPU column heading twice. (By default, the first click of
the column heading sorts the list in ascending order.) If necessary, select a process and
click End Process to force it to close. Click Yes to confirm.
4. On the Performance tab, use the information displayed to evaluate the computer’s
performance. Key statistics on this page include:
● CPU Usage. The current CPU utilization on the computer.
● CPU Usage History. The history of CPU utilization on the computer for roughly the
last 30 seconds.
● PF Usage. The amount of space in use (in MB) in the paging file. If this is particu-
larly high, consider increasing the minimum paging file size. You should also
consider adding more RAM to the computer.
● Page File Usage History. The history of paging file use for the last 30 seconds.
● Commit Charge (K). The amount of memory allocated to programs and the operating
system (in KB).
● Physical Memory (K). The amount of physical RAM installed in the computer. Avail-
able indicates the amount of RAM that is available for use by applications and data.
● Kernel Memory (K). The amount of memory in use by the operating system and its
device drivers. Paged indicates the amount of RAM currently occupied by Windows
that it can swap to the paging file if necessary. Non-paged indicates the amount of
RAM containing the Windows operating system that can’t be swapped out to disk.
5. On the Networking tab, use the statistics displayed here to determine the workload gener-
ated by network traffic. If the traffic is excessive, consider upgrading to a faster network
card.
6. On the Users tab, if it appears, review the list of connected users and whether their status
is active or idle. If necessary, you can use this page to disconnect or force a logoff of
users.

Procedure Reference: Use Event Viewer for Troubleshooting

To use Event Viewer to diagnose and troubleshoot Windows:
1. Open Computer Management.
2. Select each log and examine it for errors.

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3. If necessary, you can filter the events in the log to help you identify the cause of the
problem. To do so, select the appropriate log and then choose View→Filter. Make the
appropriate selections to filter the log. Criteria on which you can filter include:
● The type of message (information, warning, error, success audit, or failure audit).
● The source of the message (an application, service, or driver).
● Category of the message.
● The event ID, an identifying number for the type of event.
● The user who generated the event (if applicable).
● The name of the computer where the event occurred.
● A text description of the event.
4. If you’re unsure as to the cause of an error message, try researching the message in the
Microsoft KnowledgeBase at http://support.microsoft.com/search/?adv=1.

Procedure Reference: Enable Remote Desktop Support

To configure a computer to permit you to remotely administer it:
1. Open the System Properties dialog box.
2. Check the Allow Users To Connect Remotely To This Computer check box.
3. Click OK to close the message box warning you to be careful of user accounts without
passwords.
4. By default, all members of the local Administrators group can connect to a computer on
which you’ve enabled Remote Desktop. If you want to permit other users to remotely
administer the computer, click Select Remote Users.
5. Click Add, and enter the names of the user(s) you want to remotely administer the
computer. Click OK twice to save your changes.
6. Click OK to close the System Properties dialog box.

Procedure Reference: Troubleshoot a User’s Computer with Remote Desktop

To use Remote Desktop to troubleshoot a user’s computer:
1. On your computer, choose Start→All Programs→Accessories→Communication→Remote
Desktop Connection.
2. In the Computer text box, type the name of the remote computer you want to troubleshoot
and then click Connect.

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3. When prompted, enter a valid user name and password for the remote computer.

When you establish the connection to the remote computer, Windows XP automatically
switches to the user logon screen at that system to prevent the remote user from interfer-
ing with the troubleshooting steps you perform.
4. Perform any necessary diagnostics and troubleshooting using the desktop displayed. You
can work as if you were seated at the remote computer.

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5. When you are done, make sure you log off from the remote computer. Then, disconnect
or shut down the remote desktop application.

Procedure Reference: Request Remote Assistance

To configure a computer so that a user can request Remote Assistance:
1. Open the System Properties dialog box.
2. If necessary, check the Allow Remote Assistance Invitations To Be Sent From This Com-
puter check box.
3. Click OK.
4. To request assistance, open the Help And Support Center and click Invite A Friend To
Connect To Your Computer With Remote Assistance, then complete the following steps:
a. Click Invite Someone To Help You.
b. On the Remote Assistance page, select the method for sending the invitation. You
can send the request using either an instant message in Windows Messenger or an
email in Outlook Express, or you can transfer it as a file.
c. Use the appropriate steps to send the invitation. When prompted, be sure to define a
password for the Remote Assistance session.
d. When the person to whom you sent the invitation receives the request, he or she can
open the invitation and enter the password you defined when you sent the invitation.
e. On the computer that issued the invitation, click OK to enable the remote user to
connect to the computer.

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ACTIVITY 9-5
Troubleshooting a Remote Computer with Remote
Desktop
Setup:
You are going to work with a partner to complete this activity. You will take turns playing
the role of the helper and the user needing assistance. First, the user needing assistance will
enable Remote Desktop. Then, the helper will connect to that computer using Remote Desk-
top Connection and the Administrator user account.

Scenario:
You have been assigned to support a user whose office is several floors away from yours. You
would like to be able to troubleshoot this computer without having to go to the user’s office.

There is a simulated version of this activity available on the CD-ROM that shipped with this
course. You can run this simulation on any Windows computer to review the activity after
class, or as an alternative to performing the activity as a group in class. The activity simula-
tion can be launched either directly from the CD-ROM by clicking the Interactives link and
navigating to the appropriate one, or from the installed data file location by opening the C:\
085820Data\Simulations\Lesson#\Activity# folder and double-clicking the executable (.exe)
file.

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What You Do How You Do It

Computer Needing Help:

1. At the computer needing help, con- a. Open the System Properties dialog
figure the computer to support box.
Remote Desktop connections.
b. Click the Remote tab.

c. Check the Allow Users To Connect

Remotely To This Computer check box.

You’re going to connect to your part-

ner’s computer as Administrator, so
you don’t have to grant permissions
to a user account to use Remote
Desktop by clicking Select Remote
Users.

d. Click OK.

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Helper Computer:

2. At the helper computer, connect to a. On your computer, choose Start→All

the other computer using Remote Programs→Accessories→
Desktop Connection. Communications→Remote Desktop
Connection.

b. In the Computer text box, type the name

of your partner’s computer

c. Click Connect.

d. Log on as Administrator with a pass-

word of !Pass1234 and press Enter.

e. Verify that you can see the other com-

puter’s desktop.

When you make the connection, your

partner will see the logon screen.

f. Log off from your remote session with

your partner’s computer.

g. If time permits, reverse roles and repeat

the activity.

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TOPIC D
Recover Microsoft Windows
In the previous topic, you performed troubleshooting tasks to correct various Windows error
conditions. If you cannot correct the error condition using normal troubleshooting means, you
might need to recover all or part of the system data or configuration. In this topic, you will
recover Microsoft Windows from various system problems.
As a computer support professional, it will be your responsibility to recover systems from
severe problems when they arise. Windows provides a wide range of techniques for recovering
from all types of error conditions. You will need to know which recovery technique is the most
appropriate to use in a given situation, as well as to be able to employ it properly. The infor-
mation and skills in this topic should prepare you to respond in a professional and competent
manner to correct system issues, recover the system, and get users working again.

System Restore
A system restore point is a snapshot of the system configuration at a given moment in time.
The System Restore utility monitors the system for changes to core system files, drivers, and
the registry. It automatically creates restore points that contain information about any changes
to these components and stores the restore points on the computer’s hard disk. You can also
create manual restore points. Restore points include information about changes to system files,
but not data files or the contents of the My Documents folder. You can use a restore point to
restore system settings to an earlier state without affecting changes in user data since that time.

Figure 9-6: System Restore.

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For a complete list of file types that are excluded from System Restore monitoring, see
“Appendix D – Tools for Troubleshooting” in the Windows XP Professional Resource Kit.

Restore points also do not completely remove installed software. Use Add Or Remove Pro-
grams to remove all files, settings, and Registry entries for an installed application.

Types of Restore Points

The following table lists all the possible types of restore points.

Type of Restore Point Created When

Initial System Checkpoints Windows XP is installed. Can be used to roll the system back to
its state just after installation.
System Checkpoints Every 24 hours. If the computer is off for more than 24 hours,
one is created at the next reboot.
Program Name Installation Programs are installed with installer tools such as InstallShield
and Windows XP Installer.
Auto Update Before installing any update from the Microsoft website that is
automatically downloaded with the Auto Update feature.
Manually Created Users manually create restore points.
Restore Operation You restore the system to a restore point.
Unsigned Device Driver An unsigned driver is installed.
Backup Utility Recovery The Windows Backup utility is used to recover files.

Safe Mode
Safe Mode is a Windows system startup method that loads only a minimal set of drivers and
services. If a non-critical driver or service on your system is causing a severe error, you can
use Safe Mode to omit all non-critical drivers and services from the boot sequence; start the
system; load additional drivers, services, and applications as needed; and correct the problem.

Figure 9-7: Safe Mode.

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An example of a Safe Mode error is when the display fails to initialize during startup. This can
produce stop errors or the screen will appear blank or distorted. You can start the computer in
Safe Mode, and then roll back or uninstall the display adapter driver. When you restart the
computer, the display should initialize.

Safe Mode Boot Options

To display Safe Mode boot options, press F8 during the boot sequence just after the POST.
There are three different Safe Mode boot options.

Option Description Use When

Safe Mode Starts the computer with a mini- The system problem might be
mal set of drivers and services, with the networking components.
including the mouse, keyboard,
VGA display, and hard disk.
Safe Mode with Net- Starts the computer with Safe You need to use files on a net-
working Mode drivers and services, plus work server to repair the system.
networking drivers and services.
Safe Mode with Com- Starts the computer with Safe A system problem prevents the
mand Prompt Mode drivers and services, but system from creating the Win-
with a command-prompt dows GUI desktop.
interface.

Step By Step Mode

Windows 9x supported an additional startup option, step by step confirmation. If you pressed
Shift+F8 during the boot sequence, you could choose which commands to execute during the
boot sequence. On Windows XP systems, you should use the Selective Startup option on the
General page of the System Configuration Utility to selectively control which items the system
processes during the boot sequence.

Last Known Good

Last Known Good is an advanced boot option that you can use to revert the system to the state
it was in on the last successful startup and user logon. Each time you restart a computer and
log on successfully, the system stores a copy of the control set containing the successful
startup parameters in the Last Known Good area of the registry. If the system fails on a subse-
quent boot and you do not log on, you can use the Last Known Good boot option to load the
control set from the previous successful boot.

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Figure 9-8: The Last Known Good process.

Remember that Windows startup is not considered successful until a user logs on. Therefore,
the Last Known Good control set is not created until user logon. This also means that once
you have restarted and logged on to a damaged system, you can no longer use Last Known
Good to revert to a previous configuration.

Recovery Console
The Recovery Console is a minimal, non-graphical administrative version of Windows. You
can boot to Recovery Console and use a command-line interface to manage the system even if
Windows will not start normally.

Figure 9-9: Recovery Console.

In Recovery Console, you can:
● Enable and disable services.
● Manage files and disks.
● And, correct boot problems.

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You can install Recovery Console as a boot option or launch it from the Windows XP installa-
tion CD-ROM.

One way to use Recovery Console is to fix a disk problem that prevents NTLDR from loading.
The Recovery Console has two commands that can fix the master boot record (MBR) and the
boot sector: Fixmbr, which rewrites the MBR, and Fixboot, which rewrites the boot sector of
the system volume.

Windows Boot Disk

A Windows boot disk is a floppy disk that you can use to start the system and bypass damaged
or missing Windows startup files. It does not contain a complete and self-contained operating
system. The boot floppy disk must be formatted using Windows and must contain specific sys-
tem files:
● Boot.ini.
● Ntldr.
● Ntdetect.com.
● Bootsect.dos, if present.
● And, Ntbootdd.sys, if present.

Automated System Recovery (ASR)

Automated System Recovery (ASR) is a process that uses backup data and the Windows instal-
lation source files to rebuild a failed computer system. To perform ASR, you will need:
● The Windows installation CD-ROM.
● An ASR floppy disk, which provides the information Windows Setup needs to run ASR
recovery.
● And, an ASR backup set that contains a complete copy of the Windows system files and
all configuration information.

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Figure 9-10: The ASR process.

If a system fails completely, an administrator can use the ASR option in Windows Setup to
reinstall Windows and provide the ASR floppy disk and ASR backup set to reconfigure the
system.

Phases in the ASR Process

The ASR process consists of the following phases:
1. To prepare for ASR, an administrator uses Windows Backup to create an ASR backup set
and ASR floppy disk.
● The ASR backup set must be stored on local backup media, not on a network drive.
● The ASR backup set cannot be stored on the same hard disk as the Windows installa-
tion, as this disk can be re-initialized during the ASR process.
2. If the system suffers a complete and catastrophic failure, the administrator selects a com-
puter to use to restore the system.
3. The administrator runs Windows Setup from the Windows installation CD-ROM and ini-
tiates ASR.
4. The administrator provides the ASR floppy disk.
5. The system passes the information in the Setup Information Files (SIF) on the ASR floppy
disk to Windows Setup.
6. Windows Setup installs the operating system as specified on the ASR floppy disk.
7. The administrator provides the ASR backup set.
8. ASR configures the system according to the information in the backup set.

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Repair Installations
Although ASR is not supported in Windows 2000, both Windows 2000 and Windows XP sup-
port an alternate recovery method called Emergency Repair. When you install Windows, the
system stores information about the configuration of the operating system in a hidden folder
called \Windows\Repair. If your installation is damaged, you may be able to repair it by using
this information and the Windows Setup program. You might want to try a repair installation
as an intermediate step before attempting ASR or a complete reinstall.

Emergency Repair Disk

In Windows 2000, you can create a copy of the Repair information on a floppy disk called an
emergency repair disk (ERD). When you create an ERD, the system also updates the contents
of the \Repair folder. To create an emergency repair disk in Windows 2000, insert a blank
floppy disk, choose Programs→Accessories→System Tools→Backup, and click Emergency
Repair Disk. Be sure to back up the Registry along with the other repair information.

Recovery Partitions
Sometimes a computer manufacturer will supply a recovery partition or CD-ROM that you can
use to restore a computer to the configuration it was in when it shipped from the manufacturer.
Note that the Recovery Partition/CD-ROM not only restores the operating system, but also all
applications that came pre-installed on the computer. Some manufacturers store the necessary
information in a hidden partition on the computer’s hard disk. Others store this information on
a CD-ROM. The steps you use to perform this type of recovery are manufacturer-specific.
Review the documentation that came with the computer to determine how to perform the
recovery.

Windows System Issues

When you troubleshoot performance problems, you will need to identify the cause of the prob-
lem, categorize it, and take appropriate actions.

Category of
Problem Possible Causes and Actions to Take
General issues ● For boot process issues, use standard Safe Mode and boot-process trouble-
shooting techniques.
● Viruses can cause a variety of general system problems. Install or update the
user’s virus software and perform a complete virus scan.
● If the problem occurs when a specific application runs, use Task Manager to
terminate the application and then troubleshoot its installation and
configuration.
Memory issues An application or service might be leaking memory, which means that it is not
releasing previously allocated memory back to the system after use.
● Use Task Manager to see which applications are using memory. Have the user
reboot and run for a period of time, then check again to confirm.
● Use the System Configuration Utility to disable problem applications at
startup.
● Use system monitoring techniques to check the overall memory performance.

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Category of
Problem Possible Causes and Actions to Take
Disk issues Low disk space can slow system performance. If there is less than 100 MB of
free disk space:
● Delete temporary Internet files in the Internet Explorer cache.

● Empty the C:\Temp and C:\Tmp directories.

● Search for and delete .chk files.

● Run the Disk Defragmenter, Disk Cleanup, and Check Disk utilities.

CPU issues Use Task Manager to identify processes that dominate the available CPU usage.
Use System Configuration to disable any unnecessary processes at startup.

The ultimate solution to some performance problems might be upgrading the system hardware
by adding more memory or a larger hard disk. As a support technician, you might or might not
be able to request this type of upgrade.

How to Recover Microsoft Windows

Procedure Reference: Troubleshoot System Problems
When you diagnose and resolve any system problem in Windows, always follow a structured
troubleshooting process:
1. Gather information from the user and other resources to identify the problem. Resources
include vendor manuals, web-based research materials, and operating system tools such as
the Event Log and Device Manager.
2. Analyze the problem and try to isolate a potential cause.
3. Test the related components to confirm the possible cause.
4. Implement a solution and evaluate the results.
5. Verify with the user that the problem has been solved.
6. Document your activities.

Procedure Reference: Restore Data from Windows Backup

To restore data in Windows Backup:
1. Log on as a user who is either a member of the Backup Operators or Administrators
groups, owner of a file, or a user who has at least the Write NTFS permissions to restore
file data.
2. Load your backup media.
3. Run Windows Backup.
4. Click Next.
5. Select Restore Files And Settings and click Next.
6. Below Items To Restore, expand the backup media (File or Tape).

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7. Expand the backup set you want to restore.

8. Check the check boxes for the files and folders you want to restore from the backup set.
9. Click Next.
10. If you want to configure advanced options such as the destination for the restored files,
what you want Backup to do if the files already exist on the computer’s hard disk, and
whether you want to restore security permissions, click Advanced.
11. Click Finish to restore the backup.
12. Click Close to close the Restore Progress dialog box.
13. Close Backup.
14. Verify that the files, folders, or both were restored successfully.

Procedure Reference: Restore System State Data

To restore System State data:
1. Log on as a local administrator.
2. If you can’t start Windows XP in normal mode, boot to Safe Mode.
3. Load your backup media.
4. Run Backup.
5. Click Next.
6. Select Restore Files And Settings and click Next.
7. If you don’t see the backup set containing the System State data backup, click Import
File. In the Catalog Backup File text box, type the path and file name for the backup file
and click OK.
8. Below What To Restore, complete the following steps:
a. Expand the backup media (File or Tape).
b. Expand the backup set you want to restore.
c. Check the System State check box.
9. Click Next.
10. Click Finish to restore the backup.
11. Click Close to close the Restore Progress dialog box.
12. Click Yes to restart the computer. (You might need to close some processes manually.)
13. When the computer reboots, log on and verify that the problem has been corrected.

Procedure Reference: Use Safe Mode or Last Known Good

To boot the system using Last Known Good or one of the Safe Mode options:
1. Restart the computer (by turning the power off and on if necessary).
2. Just after the POST phase of the boot sequence, and during the display of the Boot
Loader menu if you have one, press F8.

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3. Select Last Known Good or the desired Safe Mode option from the Windows Advanced
Options menu.
4. Start Windows and log on.
5. If you are in Safe Mode, click OK in the message box.
6. If you are in Safe Mode, perform the appropriate configuration or troubleshooting tasks
and restart the system in normal mode.

Procedure Reference: Configure a Manual Restore Point

To configure a manual restore point:
1. Run System Restore.
● From the Start menu, choose All Programs→Accessories→System Tools→System
Restore.
● Or, in the Help and Support Center, click Undo Changes To Your Computer With
System Restore.
2. Select Create A Restore Point and click Next.
3. Enter a descriptive name for the restore point and click Create.
4. To verify that the restore point was created, click Home.
5. Select Restore My Computer To An Earlier Time and click Next.
6. Verify that your restore point appears on the calendar for the current day.
7. Click Cancel to close System Restore.

Procedure Reference: Restore the System to a Restore Point

To restore a system to a restore point:
1. If you cannot boot the computer to a normal mode, boot to Safe Mode.
2. Run System Restore.
3. Select Restore My Computer To An Earlier Time and click Next.
4. Select the date on the calendar that contains the restore point you want to use.
5. Select the restore point you want to use. Click Next.
6. Click Next to confirm the system restoration.
7. After the system has restarted, log on and click OK to close System Restore.

Procedure Reference: Install Recovery Console as a Boot Option

To install the Recovery Console as a startup choice:
1. From the Windows XP installation source files directory (this is the \I386 directory if you
are using the Windows XP installation CD-ROM), run the command winnt32.exe
/cmdcons.
2. Click Yes to confirm the Recovery Console installation.
3. Follow the prompts to complete the Recovery Console installation, and click Finish.

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Procedure Reference: Use Recovery Console

To use Recovery Console to correct system problems:
1. Boot to Recovery Console:
● If the Recovery Console is installed as a boot option, restart the computer and select
Recovery Console from the Boot Loader menu.
● Otherwise, boot the computer from the Windows XP CD-ROM. On the Welcome To
Setup screen, press R to boot to Recovery Console.
2. When prompted, enter the number of the Windows XP installation you want to log on to.
(On a single-boot system this will be installation number 1.)
3. Enter the Administrator password to log on to Windows XP.
4. Use the appropriate Recovery Console commands to correct the system problem.
5. To end the Recovery Console session and restart the computer, type exit and press Enter.

Procedure Reference: Create and Test a Boot Floppy Disk

To create a Windows boot floppy disk:
1. Put a floppy disk in the disk drive.
2. In Windows Explorer or My Computer, right-click the floppy-disk drive and choose
Format.

Even if the disk is already blank and formatted, you must format it again under Windows.
The Windows formatting routine writes required boot information to the boot sector of the
floppy disk.

3. Choose Start to format the disk. (Checking Quick Format is optional.)

4. Click OK to confirm the format.
5. When the format is complete, click Close.
6. If you have not already done so, configure Windows Explorer’s View options to show file
extensions, hidden files, and hidden system files:
a. In My Computer or Windows Explorer, choose Tools→Folder Options.
b. Click the View tab.
c. Select Show Hidden Files And Folders.
d. Uncheck Hide File Extensions For Known File Types.
e. Uncheck Hide Protected Operating System Files (Recommended).
f. Click Yes to confirm the change.
g. Click OK.

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7. Copy the following required boot files from the C:\ folder to the floppy disk:
● Boot.ini
● Ntldr
● Ntdetect.com
● Bootsect.dos (if present)
● Ntbootdd.sys (if present) (This is the device driver for BIOS-disabled SCSI disk
drives.)
8. Restart the computer with the floppy disk in the drive to verify that you can boot
successfully.
9. Remove the boot floppy disk, label it, and store it in a secure location.

Procedure Reference: Use a Boot Floppy Disk

To use a boot floppy disk to correct a boot problem:
1. Insert the boot floppy disk in the floppy drive.
2. Restart the computer.
3. Boot and log on to Windows.
4. Correct the problem by replacing the corrupted file with a good copy from the boot floppy
disk, from the Windows installation CD-ROM, or by altering incorrect entries in Boot.ini.
5. Remove the boot floppy disk and restart the computer normally.

Procedure Reference: Recover a Computer Using the Recovery Partition/CD-ROM

To reset a computer to its default installation configuration:
1. Follow the computer manufacturer’s instructions to boot from either the recovery partition
or CD-ROM.
2. When prompted, follow the instructions on the screen to recover the computer.

Procedure Reference: Prepare for ASR

You cannot perform ASR unless you have prepared the ASR data in advance. To prepare for
ASR:
1. Format a floppy disk, and verify that you have sufficient space on your backup media to
hold the complete Windows XP system (between 1 and 2 GB of data).
2. Run Windows Backup in Advanced Mode.
3. On the Welcome page of the Backup Utility, click Automated System Recovery Wizard.
4. In the Automated System Recovery Preparation Wizard, click Next.
5. Select a backup location and enter a name for the backup file. Click Next.
6. Click Finish. The backup set is created.
7. When you are prompted, insert the formatted floppy disk and click OK.
8. Click OK to close the message box when the floppy disk is complete.
9. Click Close to close the Backup Progress dialog box.

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10. Remove the floppy disk, label it, and store it in a secure location.

To create an ASR backup set while also backing up all user data, run Windows Backup
in Wizard mode, select Back Up Files And Settings, and select All Information On This
Computer. You will need enough storage space to back up the complete contents of your
computer.

Procedure Reference: Perform ASR

To perform ASR:
1. Run the Windows Setup program by booting from the Windows XP installation CD-ROM,
or by running the Winnt32.exe command manually.
2. When the Press F2 To Run Automated System Recovery (ASR) message appears in the
status bar, press F2 (this message appears very briefly).
3. When prompted, insert the ASR boot floppy disk and press any key. (You can also initiate
ASR with the ASR floppy disk already in the drive.)
4. If prompted, press C to confirm that your disk partitions will be deleted and re-created.
5. When prompted, after the disk is scanned and configured, Windows Setup runs, and the
Automated System Recovery Wizard runs, insert the ASR backup media, and complete
the Automated System Recovery Wizard. The restoration will proceed automatically.

To support unattended system recovery, the screens in the Automated System Recovery
Wizard are configured to advance automatically after a time-out.

6. If you are prompted for an installation directory (for example, if you are installing to a
clean hard disk) provide the path (typically you will install to C:\Windows). When the
installation and restoration are complete, the computer will restart.
7. Log on and verify the system configuration.

Procedure Reference: Perform an Emergency Repair

To perform an Emergency Repair:
1. Boot the computer from the Windows CD-ROM and press R when prompted to repair the
computer.
2. Press R from the Repair Options menu.
3. In Windows 2000, the Windows Setup program will offer repair options; in Windows XP,
Recovery Console will launch. You can then attempt to repair the computer with the
emergency repair information on the ERD or from the Repair folder on the hard disk.

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ACTIVITY 9-6
Restoring System State Data
Setup:
You have backed up the System State data for Windows XP to C:\Backup\Backup.bkf.

Scenario:
A programmer just installed a custom application he developed on one of your client’s
computers. The client has contacted you because he’s now experiencing problems with his
computer. You aren’t sure what the custom application changed on the computer. Fortunately,
you scheduled a System State data backup to take place on a regular basis; the last backup
occurred last night.

There is a simulated version of this activity available on the CD-ROM that shipped with this
course. You can run this simulation on any Windows computer to review the activity after
class, or as an alternative to performing the activity as a group in class. The activity simula-
tion can be launched either directly from the CD-ROM by clicking the Interactives link and
navigating to the appropriate one, or from the installed data file location by opening the C:\
085820Data\Simulations\Lesson#\Activity# folder and double-clicking the executable (.exe)
file.

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What You Do How You Do It

1. Restore the System State data. a. Open Backup.

b. Click Next.

c. Select Restore Files And Settings and

then click Next.

d. Expand the media set and check the

System State check box.

e. Click Next.

f. Click Advanced.

g. On the Where To Restore page, to accept

the default of Original Location, click Next
and then click OK.

h. On the How To Restore page, select

Replace Existing Files and click Next.

i. On the Advanced Restore Options page,

click Next.

j. To start the restoration process, click

Finish.

k. When the restore is complete, click

Close.

l. When prompted, to restart the computer,

click Yes.

m. The restart might take longer than normal.

When it completes, log back on to the
computer.

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ACTIVITY 9-7
Restoring the System to a Restore Point
Setup:
In this activity, you will create a restore point and restore the system to that restore point.

Scenario:
One of your hardware suppliers has just posted some updated device drivers to their website,
and they recommend that all their clients install these drivers. However, none of the drivers
are signed. You know that you could roll back a single driver if you have problems with it,
but in this case, you have several different files to update. You’re not sure exactly what the
ramifications to the system will be. Before you start installing the new drivers, you would
like to be sure that you have a way to bring the system back to its current state if you
encounter problems. You decide to use a restore point; because you have not created a
manual restore point before, you want to test the restore point after you create it.

There is a simulated version of this activity available on the CD-ROM that shipped with this
course. You can run this simulation on any Windows computer to review the activity after
class, or as an alternative to performing the activity as a group in class. The activity simula-
tion can be launched either directly from the CD-ROM by clicking the Interactives link and
navigating to the appropriate one, or from the installed data file location by opening the C:\
085820Data\Simulations\Lesson#\Activity# folder and double-clicking the executable (.exe)
file.

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What You Do How You Do It

1. Configure a manual restore point. a. Choose Start→All Programs→

Accessories→System Tools→System
Restore.

b. Select Create A Restore Point. Click

Next.

c. In the Restore Point Description text box,

type New Drivers

d. Click Create.

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2. Verify the restore point by restor- a. Click Home.

ing the system.
b. Select Restore My Computer To An Ear-
lier Time. Click Next.

c. Dates listed in bold contain restore points.

Verify that the New Drivers restore
point is selected in the list for the cur-
rent day. Click Next.

d. Read the Confirm Restore Point Selec-

tion information and click Next.

e. The system shuts down and restarts, and

files are restored from the restore point.
When the system has restarted, to log on,
enter !Pass1234

f. To close System Restore, click OK.

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ACTIVITY 9-8
Recovering the System With Last Known Good
Objective:
In this activity, you will create a boot problem with the keyboard, and then correct the prob-
lem by using Last Known Good.

Scenario:
A change to the configuration of the keyboard driver is completely preventing user logons.
Because the keyboard is not responding, even the Administrator can’t log on to fix the
problem. You need to restore system functionality so that users can log on again.

There is a simulated version of this activity available on the CD-ROM that shipped with this
course. You can run this simulation on any Windows computer to review the activity after
class, or as an alternative to performing the activity as a group in class. The activity simula-
tion can be launched either directly from the CD-ROM by clicking the Interactives link and
navigating to the appropriate one, or from the installed data file location by opening the C:\
085820Data\Simulations\Lesson#\Activity# folder and double-clicking the executable (.exe)
file.

What You Do How You Do It

1. Modify the Registry to prevent the a. To run Registry Editor, Choose Start→
Kbdclass device from loading. Run, type regedit and click OK.

b. In Registry Editor, expand HKEY_

LOCAL_MACHINE\System\
CurrentControlSet\Services.

c. Scroll down and select the Kbdclass

subkey.

d. Double-click the Start value entry.

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e. A Start value of 4 will prevent the driver

from loading, which simulates a corrupt
keyboard driver. In the Value Data text
box, type 4 and click OK.

f. Close Registry Editor.

2. Test the keyboard problem. a. Choose Start→Turn Off Computer. Click

Restart.

b. The computer boots and the Welcome

Screen appears. Attempt to type your
password. You will be unable to do so.

3. Why are you unable to log on?

4. Why won’t Safe Mode work in this situation?

a) Because the keyboard is one of the Safe Mode devices. If you disable the driver,
the keyboard won’t work even in Safe Mode.
b) Because you have already logged on.
c) Because Safe Mode is not a troubleshooting tool.
d) Because you have not configured a Restore Point.

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5. Use the Last Known Good configu- a. Use the power button to turn the com-
ration to start the computer. puter off and on again.

b. After the POST sequence and before the

progress bar, press F8.

c. Select Last Known Good Configuration,

and then press Enter.

d. Verify that Microsoft Windows XP Pro-

fessional is selected and press Enter.

e. Enter your password to log on.

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ACTIVITY 9-9
Testing the Recovery Console
Setup:
You have the Windows XP Professional installation CD-ROM available.

Scenario:
You are spending your day visiting the desktops of a number of users who have reported
severe system problems. Not all the systems have Recovery Console installed as a boot
option, so you have a copy of the Windows XP Professional CD-ROM available. Once you
boot to Recovery Console, however, you need to select the appropriate tools and techniques
to correct the specific problem for each system.

There is a simulated version of this activity available on the CD-ROM that shipped with this
course. You can run this simulation on any Windows computer to review the activity after
class, or as an alternative to performing the activity as a group in class. The activity simula-
tion can be launched either directly from the CD-ROM by clicking the Interactives link and
navigating to the appropriate one, or from the installed data file location by opening the C:\
085820Data\Simulations\Lesson#\Activity# folder and double-clicking the executable (.exe)
file.

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What You Do How You Do It

1. Use Recovery Console to start the a. Insert the Windows XP Professional

computer. CD-ROM.

b. Choose Start→Turn Off Computer and

click Restart.

c. When prompted, press any key to boot

from the CD-ROM.

d. On the Welcome To Setup screen, to boot

to Recovery Console, press R.

e. At the Which Windows Installation Would

You Like To Log On To prompt, enter 1

f. If you reinstalled Windows XP Profes-

sional earlier in this course, the
Administrator password is blank. To log
on, press Enter.

If you did not reinstall Windows XP Profes-

sional, the Administrator password is
!Pass1234. To log on, type !Pass1234 and
press Enter.

2. View Help system entries on vari- a. At the C:\Windows prompt, to display a list
ous Recovery Console commands. of supported Recovery Console com-
mands, enter help

b. Press the Spacebar key to scroll to the

end of the list.

c. To view the Help information on the

bootcfg command, enter help bootcfg

d. View Help information on other Recov-

ery Console commands of your choice.

e. To exit Recovery Console and restart the

computer, enter exit

f. Enter your password to log on.

g. Remove the installation CD-ROM.

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3. Use the Help information to match the system problem with the most likely method
for correcting it in Recovery Console.
After performing some a. Use the enable command to enable
disk management tasks, a the service.
user has been unable to
restart his computer. The
user sees an Unreadable
Boot Disk message.
A user has manually dis- b. Use the delete command to delete
abled a key startup pagefile.sys. The file will be re-created
service. at the next startup.
A user installed a new, c. Use Fixmbr, which rewrites the MBR,
unsigned driver and the or Fixboot, which rewrites the boot
system will not start. sector of the system volume.
A user deleted the d. Use the expand and copy commands
Ntdetect.com file. to copy a new version of the file from
the Windows XP Professional installa-
tion media.
The Windows pagefile has e. Use the disable command to disable
become corrupt. the driver. When you reboot, you can
remove the driver.
NTLDR will not load. f. Use the bootcfg command.

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ACTIVITY 9-10
Creating and Testing a Windows XP Boot Floppy Disk
Setup:
You will need a blank floppy disk for this activity. Your computer system BIOS is configured
to boot from the floppy drive.

Scenario:
You’re updating your troubleshooting toolkit, and you realize that you don’t have a boot
floppy disk for the new Windows XP Professional installations in your company. You decide
to use your desktop computer to create a Windows XP Professional boot floppy disk.

There is a simulated version of this activity available on the CD-ROM that shipped with this
course. You can run this simulation on any Windows computer to review the activity after
class, or as an alternative to performing the activity as a group in class. The activity simula-
tion can be launched either directly from the CD-ROM by clicking the Interactives link and
navigating to the appropriate one, or from the installed data file location by opening the C:\
085820Data\Simulations\Lesson#\Activity# folder and double-clicking the executable (.exe)
file.

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What You Do How You Do It

1. Format a floppy disk. a. Place a blank floppy disk in your com-

puter’s floppy-disk drive.

b. Open My Computer.

c. Right-click the floppy drive icon and

choose Format.

d. Check Quick Format and click Start.

e. To confirm the format, click OK.

f. When the format is complete, click OK.

g. Click Close.

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2. Configure Windows Explorer a. In My Computer, open the C drive.

options to show protected operat-
ing system files.
b. If necessary, click Show The Contents
Of This Folder.

c. Choose Tools→Folder Options.

d. Click the View tab.

e. If necessary, select Show Hidden Files

And Folders.

f. If necessary, uncheck Hide Extensions

For Known File Types.

g. Uncheck Hide Protected Operating Sys-

tem Files (Recommended).

h. To confirm the change, click Yes.

i. Click OK.

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j. Verify that you can now see the system

files.

3. Copy the required files to the boot a. In the C:\ folder, select the Boot.ini,
floppy disk. Ntldr, and Ntdetect.com files.

b. If you have a Bootsect.dos file or an

Ntbootdd.sys file, select those files as
well.

c. Right-click any selected file and

choose Send To→3 1/2 Floppy (A).

d. Close the window.

4. Test the boot floppy disk. a. Choose Start→Turn Off Computer and
click Restart.

b. The system will locate the disk in the

floppy drive and boot from that drive
instead of the C drive. Enter your pass-
word to log on.

c. Remove the floppy disk from the drive

and label it.

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Lesson 9 Follow-up
In this lesson, you performed maintenance and troubleshooting on Microsoft Windows systems.
You will be the main point of contact for customers and clients who have maintenance issues
or system problems, and the skills and tools you used in this lesson should help you resolve
those problems for your clients quickly.
1. Were any of the management or recovery tools and utilities presented in this lesson
familiar? Which ones?

2. Have you ever had to recover a damaged computer system? What was the situation,
and what approach did you use? Do you think your approach will be different from
now on?

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