Lesson Plans
LabSim
PC Pro
Table of Contents
Course Overview .................................................................................................. 4
Section 1.1: Course Introduction ........................................................................... 7
Section 1.2: Using the Simulator ......................................................................... 13
Section 1.3: Hardware Basics ............................................................................. 14
Section 1.4: Operating System Basics ................................................................ 16
Section 2.1: Protection and Safety ...................................................................... 18
Section 2.2: Professionalism ............................................................................... 20
Section 2.3: PC Tools ......................................................................................... 22
Section 2.4: PC Maintenance ............................................................................. 24
Section 2.5: Troubleshooting Overview .............................................................. 26
Section 3.1: Cases and Form Factors................................................................. 28
Section 3.2: Power Supplies ............................................................................... 30
Section 3.3: Motherboards and Buses ................................................................ 32
Section 3.4: Processors ...................................................................................... 35
Section 3.5: Memory ........................................................................................... 38
Section 3.6: BIOS ............................................................................................... 41
Section 3.7: Expansion Cards ............................................................................. 43
Section 3.8: Video ............................................................................................... 45
Section 3.9: Audio ............................................................................................... 47
Section 3.10: Cooling .......................................................................................... 49
Section 4.1: Peripheral Devices .......................................................................... 51
Section 4.2: Serial, Parallel, and PS/2 ................................................................ 54
Section 4.3: USB................................................................................................. 56
Section 4.4: IEEE 1394 (Firewire) ....................................................................... 58
Section 4.5: Display Devices .............................................................................. 60
Section 4.6: Device Installation ........................................................................... 64
Section 5.1: Storage Devices .............................................................................. 66
Section 5.2: Floppy Drives .................................................................................. 68
Section 5.3: Parallel ATA (IDE) ........................................................................... 69
Section 5.4: Serial ATA ....................................................................................... 71
Section 5.5: SCSI................................................................................................ 73
Section 5.6: Optical Media .................................................................................. 75
Section 5.7: File System ..................................................................................... 77
Section 5.8: RAID ............................................................................................... 80
Section 5.9: Adding Storage ............................................................................... 82
Section 5.10: Disk Optimization .......................................................................... 84
Section 6.1: Networking Overview ...................................................................... 86
Section 6.2: Network Hardware .......................................................................... 88
Section 6.3: Networking Media ........................................................................... 90
Section 6.4: Ethernet .......................................................................................... 93
Section 6.5: Network Addressing ........................................................................ 95
Section 6.6: IP Configuration .............................................................................. 97
Section 6.7: IP version 6 ..................................................................................... 99
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Section 6.8: Protocols ....................................................................................... 100
Section 6.9: 802.11 Wireless ............................................................................ 102
Section 6.10: Infrared and Bluetooth................................................................. 105
Section 6.11: Internet Connectivity ................................................................... 107
Section 6.12: SOHO Configuration ................................................................... 109
Section 6.13: Network Utilities .......................................................................... 111
Section 6.14: HomeGroup ................................................................................ 113
Section 7.1: Printers.......................................................................................... 115
Section 7.2: Printer Configuration ..................................................................... 118
Section 7.3: Network Printing ............................................................................ 120
Section 7.4: Printing Management .................................................................... 122
Section 7.5: Printer Maintenance ...................................................................... 124
Section 8.1: Notebook Computers .................................................................... 126
Section 8.2: Notebook Components ................................................................. 129
Section 8.3: Notebook Power Management ...................................................... 132
Section 8.4: Mobile Devices .............................................................................. 134
Section 9.1: Windows System Tools ................................................................. 137
Section 9.2: Preferences and Settings .............................................................. 140
Section 9.3: Performance Monitoring ................................................................ 142
Section 9.4: Users and Groups ......................................................................... 144
Section 9.5: Remote Services ........................................................................... 146
Section 9.6: Applications ................................................................................... 148
Section 9.7: Updates......................................................................................... 150
Section 9.8: System Protection ......................................................................... 152
Section 9.9: Virtual Memory .............................................................................. 155
Section 10.1: Component Selection .................................................................. 157
Section 10.2: Windows Pre-installation ............................................................. 159
Section 10.3: Windows Installation ................................................................... 162
Section 10.4: Post Installation ........................................................................... 165
Section 10.5: Virtualization ............................................................................... 167
Section 11.1: File Locations .............................................................................. 169
Section 11.2: Managing Files ............................................................................ 171
Section 11.3: NTFS Permissions ...................................................................... 174
Section 11.4: Shared Folders ........................................................................... 176
Section 11.5: Offline Files ................................................................................. 178
Section 12.1: Best Practices ............................................................................. 179
Section 12.2: Physical Security ......................................................................... 181
Section 12.3: Social Engineering ...................................................................... 183
Section 12.4: BIOS Security ............................................................................. 184
Section 12.5: Malware Protection ..................................................................... 186
Section 12.6: Authentication ............................................................................. 189
Section 12.7: Encryption ................................................................................... 192
Section 12.8: Network Security ......................................................................... 194
Section 12.9: Firewalls ...................................................................................... 196
Section 12.10: Proxy Servers ........................................................................... 199
Section 13.1: Motherboard, RAM, and CPU Troubleshooting ........................... 200
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Section 13.2: Storage Troubleshooting ............................................................. 203
Section 13.3: Video Troubleshooting ................................................................ 205
Section 13.4: Network Troubleshooting ............................................................ 207
Section 13.5: Operating System Troubleshooting ............................................. 210
Section 13.6: Windows Recovery ..................................................................... 213
Section 13.7: System Errors ............................................................................. 216
Section 13.8: Security Troubleshooting ............................................................ 220
Section 13.9: Notebook Troubleshooting .......................................................... 223
Section 13.10: Printer Troubleshooting ............................................................. 225
Section 13.11: Device Troubleshooting ............................................................ 227
Section 14.0: Capstone Exercises .................................................................... 229
PC Pro Certification Practice Exams................................................................. 230
220-801 Practice Exams ................................................................................... 231
220-802 Practice Exams ................................................................................... 232
Appendix A: Approximate Time for the Course ................................................. 233
Appendix B: PC Pro Objectives ........................................................................ 238
Appendix C: CompTIA A+ (2012 Edition) Exam 220-801 Objectives................ 243
Appendix D: CompTIA A+ (2012 Edition) Exam 220-802 Objectives................ 257
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Course Overview
This course prepares students for the PC Pro exam and CompTIA’s Exam 220801and Exam 220-802.
Module 1 – Computing Overview
This module introduces the students to the PC Pro and the A+ certification
exams, the basic skills a student should have before taking this course, and the
content of the PC Pro course. Students will learn how to use the simulator to
complete the lab exercises. This module also provides an overview of the basic
elements and functions of computer hardware and operating systems.
Module 2 – PC Technician
This module examines the roles of the PC technician; protection and safety of
users and computers, acting in a professional manner, maintaining computer
systems, troubleshooting systems, and utilizing Windows tools and utilities to
view configuration information and manage computers.
Module 3 – System Components
In this module students will learn concepts about the components that make up
computer systems. Students will explore the basics of cases, form factors,
power supplies, motherboards, PC expansion buses, processors, memory, BIOS,
video, and cooling devices.
Module 4 – Peripheral Devices
This module teaches the students about the following peripheral devices: IO
interfaces, USB devices, IEEE 1394-based products, display devices, and sound
devices. Students will also receive guidelines for installing devices.
Module 5 – Storage
This module discusses concepts about the storage of digital data. Students will
become familiar with storage devices, storage device interfaces, optical media,
and file systems. They will also learn details about managing files, using RAID
arrays, and optimizing hard disk performance.
Module 6 – Networking
This module examines the fundamentals of networking. Student will learn of the
components that make up a network. They will learn about network addressing,
networking media (cabling), IP configuration settings, 802.11 wireless networks,
Infrared (IrDA) and Bluetooth.
Module 7 – Printing
In this module students will learn concepts about selecting, installing, configuring,
and managing printers. They will learn about different types of printers, printer
languages, and the components that make up network printing.
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Module 8 – Mobile Devices
This module discusses portable computing devices. Topics covered include;
classifications for portable devices, components in a notebook system, PC cards,
batteries, and power management.
Module 9 – Windows System Management
This module discusses basic concepts of system management which include;
installing and managing applications, updating Windows and non-Microsoft
software, protecting a system through backups, managing virtual memory,
handling system errors, and providing system recovery for a system that does
not work properly.
Module 10 – System Implementation
This module discusses the elements of pre-installation, installation and post
installation of the Windows Operating Systems.
Module 11 – File Management
This module examines the location of system files, file extensions and file
attributes, and the commands to manage files. Students will also learn how to
configure NTFS permissions, change file ownership, share a file, and work with
offline files.
Module 12 – Security
In this module students will learn the basics of securing a computer system.
Concepts covered include; protecting against malware and social engineering
attacks, authenticating to validate a user, configuring BIOS security, utilizing
encryption technologies, physically securing computer systems, and employing
firewalls.
Module 13 – Troubleshooting
This module discusses troubleshooting of hardware devices, operating systems,
network, notebooks and printer devices.
Module 14 – Capstone Exercises
This module contains 2 exercises that allow the students to practice all the skills
they have acquired during this course.
Practice Exams
In Practice Exams students will have the opportunity to test themselves and
verify that they understand the concepts and are ready to take the certification
exam. The practice exams are divided into three separate areas and will contain
examples of the types of questions that a student will find on the actual exam:


PC Pro Certification Practice Exams
220-801 Practice Exams
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
220-802 Practice Exams
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Section 1.1: Course Introduction
Summary
This course provides students with the knowledge to become industry certified as
a PC technician. This course actually meets the specifications for two different
industry certification programs. It prepares the student for the PC Pro certification
and the A+ certification.
TestOut’s PC Pro certification is a new certification which measures not just what
you know, but what you can do. The TestOut PC Pro Certification measures your
ability to install, manage, repair, and troubleshoot PC hardware and Windows
operating system software.
PC objectives are listed in Appendix B: PC Pro Objectives.
CompTIA’s A+ certification is an entry-level certification that verifies the student
has the knowledge equivalent to that of an entry-level IT professional with about
12 months of hands-on experience. The A+ certification has been updated for
2012. To obtain the A+ certification, students must pass two exams:

A+ Exam 220-801 covers PC hardware and networking. The following
knowledge domains are addressed:
o PC hardware
o Networking
o Laptops
o Printers
o Operational procedures
(220-801 objectives are listed in Appendix C: CompTIA A+ (2012 Edition)
Exam 220-801 Objectives.)

A+ Exam 220-802 covers operating systems, security, and
troubleshooting. The following knowledge domains are addressed:
o Operating systems
o Security
o Mobile devices
o Troubleshooting
(220-802 objectives are listed in Appendix D: CompTIA A+ (2012 Edition)
Exam 220-802 Objectives.)
The objectives for all three certification exams are listed in the appropriate
sections of the lesson plans.
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Comparison of A+ Objectives Covered in LabSim PC Pro
The following table maps out how where the 220-801 and 220-802 objectives are
covered in the PC Pro course. (Remember the objectives are in the appendixes.)
This chart identifies that the majority of:
 220-801 objectives are covered in the sections 1.3 through 8.2
 220-802 objectives are covered in sections 8.3 through 13.11.
CompTIA 220-801
Exam
CompTIA 220-802
Exam
Objectives
Objectives
PC Pro Sections
X = This section meets objectives for the identified
exam.
1.0 Computing Overview
1.1 Course Introduction
1.2 Using the Simulator
1.3 Hardware Basics
1.7
1.4 Operating System Basics
1.1
2.0 PC Technician
2.1 Protection and Safety
2.2 Professionalism
2.3 PC Tools
2.4 PC Maintenance
5.1, 5.4
5.3
2.10, 5.1
4.2
5.2
2.5 Troubleshooting Overview
4.1
3.0 System Components
3.1 Cases and Form Factors
1.2
3.2 Power Supplies
1.8
3.3 Motherboards and Buses
1.2
3.4 Processors
1.2, 1.6
3.5 Memory
1.2, 1.3
3.6 BIOS
1.1
3.7 Expansion Cards
1.4
3.8 Video
1.4
3.9 Audio
1.4
3.10 Cooling
1.6
1.1
4.0 Peripheral Devices
4.1 Peripheral Devices
1.7, 1.12
4.2 Serial, Parallel, and PS/2
1.4, 1.7, 1.11
4.3 USB
1.4, 1.7, 1.11
4.4 IEEE 1394 (Firewire)
1.4, 1.7, 1.11
4.5 Display Devices
1.7, 1.10, 1.11
4.6 Device Installation
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1.5
1.2, 1.4, 1.7
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5.0 Storage
5.1 Storage Devices
1.4, 1.5
5.2 Floppy Drives
1.5, 1.11
5.3 Parallel ATA (IDE)
1.5, 1.11
5.4 Serial ATA
5.5 SCSI
5.6 Optical Media
1.4, 1.5, 1.7, 1.11
1.5, 1.11
1.5
5.7 File System
5.8 RAID
1.2, 1.3, 1.4
1.5
5.9 Adding Storage
1.2,.1.4
5.10 Disk Optimization
1.3, 1.7
6.0 Networking
6.1 Networking Overview
2.8
1.6
6.2 Network Hardware
2.9
1.6
6.3 Networking Media
2.1, 2.2
6.4 Ethernet
2.1, 2.2, 2.9
6.5 Network Addressing
2.3
6.6 IP Configuration
2.3
6.7 IP version 6
2.3
6.8 Protocols
2.4
6.9 802.11 Wireless
2.5
6.10 Infrared and Bluetooth
1.7
6.11 Internet Connectivity
2.7
6.12 SOHO Configuration
2.6
6.13 Network Utilities
1.6
1.6
1.3, 4.5
6.14 HomeGroup
1.6
7.0 Printing
7.1 Printers
4.1
7.2 Printer Configuration
4.2
7.3 Network Printing
4.2
7.4 Printing Management
7.5 Printer Maintenance
1.6
1.4
4.3
8.0 Mobile Devices
8.1 Notebook Computers
8.2 Notebook Components
8.3 Notebook Power Management
8.4 Mobile Devices
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3.1, 3.3
3.1, 3.2, 3.3
1.5
3.1, 3.2, 3.3, 3.4, 3.5
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9.0 Windows System Management
9.1 Windows System Tools
1.4
9.2 Preferences and Settings
1.1, 1.2
9.3 Performance Monitoring
1.4
9.4 Users and Groups
1.1, 1.4, 1.5, 1.8
9.5 Remote Services
1.5, 1.6
9.6 Applications
1.1
9.7 Updates
1.2, 1.7
9.8 System Protection
1.5, 1.7, 4.6, 4.7
9.9 Virtual Memory
1.5
10.0 System Implementation
10.1 Component Selection
1.9
10.2 Windows Pre-installation
10.3 Windows Installation
1.1
1.1
10.4 Post Installation
10.5 Virtualization
1.2
1.2
1.1
1.9
11.0 File Management
11.1 File Locations
1.1, 1.8
11.2 Managing Files
1.3, 1.4, 1.8
11.3 NTFS Permissions
1.8, 2.1
11.4 Shared Folders
1.8, 2.1
11.5 Offline Files
1.5
12.0 Security
12.1 Best Practices
2.1, 2.3
12.2 Physical Security
2.1, 2.3, 2.4
12.3 Social Engineering
12.4 BIOS Security
2.1, 2.2
1.1
12.5 Malware Protection
2.1, 2.2, 4.7
12.6 Authentication
1.4, 1.8, 2.1,
12.7 Encryption
1.1, 2.4
12.8 Network Security
1.1, 1.8
2.5, 2.6
12.9 Firewalls
1.1, 1.4, 1.5, 1.6, 2.1
12.10 Proxy Servers
1.6
13.0 Troubleshooting
13.1 Motherboard, RAM, and CPU Troubleshooting
4.2
13.2 Storage Troubleshooting
4.3
13.3 Video Troubleshooting
4.4
13.4 Network Troubleshooting
13.5 Operating System Troubleshooting
13.6 Windows Recovery
13.7 System Errors
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4.5
4.6
1.3,, 1.5, 1.7, 4.6, 4.7
4.6
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13.8 Security Troubleshooting
4.7
13.9 Notebook Troubleshooting
4.8
13.10 Printer Troubleshooting
4.9
13.11 Device Troubleshooting
1.4, 4.2, 4.6
14.0 Capstone Exercises
14.1 Build a Computer From Scratch
X
X
14.2 Troubleshoot a Malfunctioning Computer
X
X
Certification Practice Exams
PC Pro Certification Practice Exams
220-801 Practice Exams
X
220-802 Practice Exams
X
In addition to covering everything the student needs to know for the A+ exams,
this course has been designed to help students gain real-world skills that they will
use every day on-the-job as a PC technician. By the time students have
completed this course, they should be able to do the following:







Set up a new computer
Identify system requirements when purchasing a new computer
Understand the technology and specifications used to describe computer
components, and make informed choices about which device
characteristics are required for the situation.
Install or upgrade the operating system.
Manage external devices.
Troubleshoot common computer problems that can be resolved without
replacing internal components.
Connect to a small home network.
Before taking this course, students should have a basic understanding of
computers, including the following skills:




Turning on a computer and using a mouse and keyboard.
Using basic productivity software including word processing applications.
Saving files created by common applications.
Browsing the Internet and using an e-mail client.
The following icons are placed in front of lesson items in LabSim to help students
quickly recognize the items in each section:
= Demonstration
= Exam
= Lab/Simulation
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= Text lesson or fact sheet
= Video
The video and demonstration icons are used throughout the lesson plans to help
instructors differentiate between the timing for the videos and demonstrations.
Video/Demo
1.1.1 PC Pro and A+ Certification
Time
9:03
Total Time
About 10 minutes
The Total Time for each section is calculated by adding the approximate time for
each section which is calculated using the following elements:




Video/demo times
Approximate time to read the text lesson (the length of each text lesson is
taken into consideration)
Simulations (5 minutes is assigned per simulation. This is the amount of
time it would take for a knowledgeable student to complete the lab activity.
Plan that the new students will take much longer than this depending upon
their knowledge level and computer experience.)
Questions (1 minute per question)
Appendix A: Approximate Time for the Course contains all the times for each
section which are totaled for the whole course.
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Section 1.2: Using the Simulator
Summary
This section introduces the student to the TestOut simulator, which is used in
most of the lab exercises throughout the course. Students will become familiar
with the:






Scenario
Workspace
Shelf
Selected Component Details
Processes to complete labs.
Elements of the Score Report.
Students will learn how to:






Read simulated component documentation and view components to make
appropriate choices to meet the scenario.
Add simulated computer components to the Workspace.
Change views and zoom in on objects on the Workspace.
Attach simulated cables.
Use the simulation interface to identify where simulated cables connect to
the computer.
Use the simulated Windows desktop to complete software configuration
tasks.
Video/Demo
Time
1.2.1 Using the Simulator
21:57
1.2.3 Working with Internal Components
20:55
Total
42:52
Lab/Activity


Explore the Lab Interface
Connect Internal Components
Total Time
About 55 minutes
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Section 1.3: Hardware Basics
Summary
This section discusses the basic elements and functions of computers. Basics
discussed include:





Elements of a computer:
o Hardware
o Software
o Firmware
Functions that computers perform:
o Input
o Processing
o Storage
o Output
o Networking and Communications
Componentization
Standardization
Common types of ports and connectors
o DB-9 Serial port
o DB-25 Parallel port
o DB-15 (two rows)
o High Density DB-15 (three rows)
o DVI Video port
o 6-pin Mini-DIN
o TRS
o RJ-11 (four wires)
o RJ-45 (eight wires)
o USB Type A
o Firewire 6-pin
Students will learn how to:

Connect common peripherals to standard ports.
A+ 220-801 Exam Objectives:

1.7 Compare and contrast various connection interfaces and explain their
purpose.
o Physical connections
 USB 1.1 vs. 2.0 vs. 3.0 speed and distance characteristics
 Connector types: A, B, mini, micro
 Firewire 400 vs. Firewire 800 speed and distance
characteristics
 SATA1 vs. SATA2 vs. SATA3, eSATA, IDE speeds
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
Other connector types
 Serial
 Parallel
 VGA
 HDMI
 DVI
 Audio
 RJ-45
 RJ-11
 Analog vs. digital transmission
 VGA vs. HDMI
o Speeds, distances and frequencies of wireless device connections
 Bluetooth
 IR
 RF
Lecture Focus Questions:






What is the difference between hardware, software, and firmware?
What types of devices use USB ports?
What are common input and output devices?
What is the definition of processing?
What are the most common types of storage devices?
Why is it important to increase componentization and standardization?
Video/Demo
1.3.1 Computing Basics
Time
17:04
1.3.3 External Components
8:14
1.3.6 Internal Components
4:20
Total
29:38
Lab/Activity

Set Up a Computer
Number of Exam Questions
7 questions
Total Time
About 45 minutes
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Section 1.4: Operating System Basics
Summary
In this section students will learn the basics of operating systems. An operating
system is a set of programs that acts as an interface between the applications
that are running on a computer and the computer’s hardware. Concepts covered
in this section include:





Actions performed by operating systems
Operating system attributes:
o Multi-processing
o Multi-tasking
o Multi-threading
Parts of an operating system:
o Kernel
o Drivers
o Interface
o Utilities
o Applications
Types of Windows operating systems discussed in this course:
o Windows XP (Home and Professional)
o Windows Vista (Home Premium, Business, and Ultimate)
o Windows 7 (Home Premium, Professional, and Ultimate)
Components of the Windows interface:
o Desktop
o Start Menu
o Taskbar
o Notification Area
o Windows Explorer
o Computer
o Control Panel
o Sidebar
o Aero
o Search
o User Account Control (UAC)
Students will learn how to:


Customize the Windows Taskbar.
Add and remove gadgets in Windows 7.
A+ 220-802 Exam Objectives:

1.1 Compare and contrast the features and requirements of various
Microsoft Operating Systems.
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o Windows XP Home, Windows XP Professional, Windows XP Media
Center, Windows
XP 64-bit Professional
o Windows Vista Home Basic, Windows Vista Home Premium,
Windows Vista Business,
Windows Vista Ultimate, Windows Vista Enterprise
o Windows 7 Starter, Windows 7 Home Premium, Windows 7
Professional, Windows 7
Ultimate, Windows 7 Enterprise
o Features:
 32-bit vs. 64-bit
 Aero, gadgets, user account control, bit-locker, shadow
copy, system restore,
ready boost, sidebar, compatibility mode, XP mode, easy
transfer, administrative
tools, defender, Windows firewall, security center, event
viewer, file structure
and paths, category view vs. classic view
o Upgrade paths – differences between in place upgrades,
compatibility tools, Windows
upgrade OS advisor
Lecture Focus Questions:







What are the functions of the kernel?
What is the difference between a GUI and a CLI?
How are Windows Explorer and Computer similar?
What type of information is shown on the Taskbar?
Which Windows interface components would you use to switch from one
running program to another?
Which Windows versions include the Sidebar, Aero, and UAC?
How does an index improve searching on your computer?
Video/Demo
Time
1.4.1 Operating Systems
10:28
1.4.3 Using the Windows Interface
16:52
Total
27:20
Number of Exam Questions
10 questions
Total Time
About 45 minutes
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Section 2.1: Protection and Safety
Summary
This section examines the protection and safety of users and computers.
Concepts covered include:




Recommendations to provide personal safety of users.
Awareness of hazardous issues.
Measures to protect against Electrostatic Discharge (ESD).
Proper disposal of equipment and hazardous chemicals.
Students will learn how to:


Use an anti-static mat and strap to protect against ESD.
Implement appropriate grounding procedures.
A+ 220-801 Exam Objectives:


5.1 Given a scenario, use appropriate safety procedures.
o ESD straps
o ESD mats
o Self-grounding
o Equipment grounding
o Personal safety
 Disconnect power before repairing PC
 Remove jewelry
 Lifting techniques
 Weight limitations
 Electrical fire safety
 CRT safety – proper disposal
 Cable management
o Compliance with local government regulations
5.4 Explain the fundamentals of dealing with prohibited content/activity.
o First response
 Identify
 Report through proper channels
 Data/device preservation
o Use of documentation/documentation changes
o Chain of custody
 Tracking of evidence/documenting process
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Lecture Focus Questions:






Which specific computer components require special care when handling
to protect your safety?
What is the proper way to lift heavy objects?
How can ESD be a hazard to electronic computer components?
What is the difference between a static-shielding bag and a static-resistant
bag?
What steps can you take to reduce ESD if you do not have the proper
equipment handy?
What is the MSDS? When would the information it provides be important?
Video/Demo
Time
2.1.1 Safety
5:59
2.1.3 ESD
7:35
2.1.4 Protecting Against ESD
4:54
2.1.6 Environmental Concerns
7:12
Total
25:40
Number of Exam Questions
18 questions
Total Time
About 50 minutes
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Section 2.2: Professionalism
Summary
This section provides information about acting in a professional manner when
working as a PC technician. Concepts covered include:







Creating good first impressions.
Utilizing good communication skills.
Dealing with customers in a respectful manner.
Guidelines to follow when identify and resolving problems.
Incident response
Investigations
Procedures for collecting and analyzing computer evidence
A+ 220-801 Exam Objectives:

5.3 Given a scenario, demonstrate proper communication and
professionalism.
o Use proper language – avoid jargon, acronyms, slang when
applicable
o Maintain a positive attitude
o Listen and do not interrupt the customer
o Be culturally sensitive
o Be on time (if late contact the customer)
o Avoid distractions
 Personal calls
 Talking to co-workers while interacting with customers
 Personal interruptions
o Dealing with a difficult customer or situation
 Avoid arguing with customers and/or being defensive
 Do not minimize customers' problems
 Avoid being judgmental
 Clarify customer statements (ask open ended questions to
narrow the scope of
the problem, restate the issue or question to verify
understanding)
o Set and meet expectations / timeline and communicate status with
the customer
 Offer different repair / replacement options if applicable
 Provide proper documentation on the services provided
 Follow up with customer / user at a later date to verify
satisfaction
o Deal appropriately with customers confidential materials
 Located on computer, desktop, printer, etc.
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Lecture Focus Questions:






What specific things can you do to improve your people skills?
What actions and comments contribute to common stereotypes about PC
technicians?
How does professionalism affect customer satisfaction?
How does respect affect your actions towards customers?
Why should you avoid jargon and acronyms when dealing with
customers?
What should you do if you get a phone call while at a customer site?
Video/Demo
Time
2.2.1 Professionalism
3:00
2.2.3 Incident Management
7:17
2.2.4 Basic Forensic Procedures
Total
18:31
28:48
Number of Exam Questions
18 questions
Total Time
About 55 minutes
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Section 2.3: PC Tools
Summary
This section discusses devices and components used for computer repair and
maintenance. PC tools discussed include:











Combination ratchet/screwdriver
IC insertion/extraction tool
Anti-static pad/wrist strap
Extension magnet
3-pronged parts retriever
Multimeter
Power supply tester
Cable tester
Loopback plug
Known good spares
POST card
Students will learn how to:


Use an anti-static mat and strap to protect against ESD.
Implement appropriate grounding procedures.
A+ 220-801 Exam Objectives:


2.10 Given a scenario, use appropriate networking tools.
o Crimper
o Multimeter
o Toner probe
o Cable tester
o Loopback plug
o Punchdown tool
5.1 Given a scenario, use appropriate safety procedures.
o ESD straps
o ESD mats
o Self-grounding
o Equipment grounding
o Personal safety
 Disconnect power before repairing PC
 Remove jewelry
 Lifting techniques
 Weight limitations
 Electrical fire safety
 CRT safety – proper disposal
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 Cable management
o Compliance with local government regulations
A+ 220-802 Exam Objectives:

4.2 Given a scenario, troubleshoot common problems related to
motherboards, RAM, CPU and power with appropriate tools.
o Tools
 Multimeter
 Power supply tester
 Loop back plugs
 POST card
Lecture Focus Questions:








When working with computer hardware, what is the advantage of having a
ratcheting handle on a screwdriver?
What is a good tool to use to retrieve a screw that has fallen into a
computer case?
What types of electrical properties can a multimeter measure?
How is a power supply tester used to test the output from a PC power
supply?
How does a loopback plug verify that a device can both send and receive
signals?
How can ESD damage computer components?
What measures should you take to protect hardware against ESD
damage?
When a wrist strap is unavailable, how can you still protect the computer
from ESD while working in it?
Video/Demo
2.3.1 PC Toolkit
Time
3:17
Number of Exam Questions
12 questions
Total Time
About 20 minutes
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Section 2.4: PC Maintenance
Summary
This section discusses considerations and guidelines that can be used to help
maintain computer systems. Concepts covered include:





Creating the proper environment
o Heating, ventilation, and air conditioning (HVAC)
o Interference:
 EMI
 RFI
o Magnetic fields
Details about cleaning the computer
Tips for maintaining your computer
Power conditions to be aware of:
o Surge
o Spike
o Sag
o Brownout
o Blackout
Devices used to prevent power problems:
o Surge protector
o Line conditioner
o Standby Power Supply (SPS)
o Uninterruptible Power Supply (UPS)
Students will learn how to:


Connect a UPS to your computer.
Configure UPS settings for notifications and shutdown.
A+ 220-801 Exam Objectives:

5.2 Explain environmental impacts and the purpose of environmental
controls
o MSDS documentation for handling and disposal
o Temperature, humidity level awareness and proper ventilation
o Power surges, brownouts, blackouts
 Battery backup
 Surge suppressor
o Protection from airborne particles
 Enclosures
 Air filters
o Dust and debris
 Compressed air
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 Vacuums
o Component handling and protection
 Antistatic bags
Lecture Focus Questions:











Why is dust an enemy to a computer?
What will too much, or too little, humidity do to a computer?
When considering HVAC, what is the difference between a positive
pressure system and a negative pressure system?
What causes EMI and what can be done to prevent problems with it?
How can a magnet affect a floppy disk or tape?
What types of materials can you use to clean internal PC components?
When is it important to use an anti-static vacuum?
How are backups related to preventive maintenance?
What is the difference between a surge and a spike?
Which type of device protects against over voltages?
What is the difference between the way an online UPS provides power to
a system and an offline UPS provides power?
Video/Demo
Time
2.4.1 PC Maintenance
4:05
2.4.3 Protecting Power
15:40
2.4.4 Configuring UPS Settings
14:27
Total
34:12
Lab/Activity

Install a UPS
Number of Exam Questions
14 questions
Total Time
About 60 minutes
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Section 2.5: Troubleshooting Overview
Summary
This section examines procedures for troubleshooting systems. Concepts
covered include:


A systematic approach to problem solving.
Tips for troubleshooting systems.
A+ 220-802 Exam Objectives:

4.1 Given a scenario, explain the troubleshooting theory.
o Identify the problem
 Question the user and identify user changes to computer
and perform backups before making changes
o Establish a theory of probable cause (question the obvious)
o Test the theory to determine cause
 Once theory is confirmed determine next steps to resolve
problem
 If theory is not confirmed re-establish new theory or escalate
o Establish a plan of action to resolve the problem and implement the
solution
o Verify full system functionality and if applicable implement
preventative measures
o Document findings, actions and outcomes
Lecture Focus Questions:






Why is checking the obvious first so important?
What place does intuition have in the troubleshooting process?
What is escalation and when should you do it?
You have identified the most likely cause of a problem and a course of
action to correct the problem. When should you not immediately fix the
problem?
How could user education be a beneficial step in the troubleshooting
process?
How does good documentation help in the troubleshooting process?
Video/Demo
2.5.1 Troubleshooting Process
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7:35
26
Number of Exam Questions
12 questions
Total Time
About 25 minutes
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Section 3.1: Cases and Form Factors
Summary
In this section students will explore basics about computer cases and form
factors. Details about the following concepts will be covered:



Types of motherboards:
o ATX
o Mini-ATX
o Micro-ATX
o Mini-ITX
o NLX
o BTX
Types of system cases:
o Desktop
o Tower
o Small form factor (SFF)
o Notebook
Components of a system case
A+ 220-801 Exam Objectives:

1.2 Differentiate between motherboard components, their purposes, and
properties.
o Sizes
 ATX
 micro ATX
 ITX
Lecture Focus Questions:




Why must the case and the power supply be matched to the
motherboard?
How does the BTX form differ from the ATX form?
What is the main difference between full, mid-, and mini-tower cases?
What are the standard components typically included with a system case?
Video/Demo
3.1.1 Cases and Form Factors
Time
10:04
Number of Exam Questions
5 questions
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Total Time
About 20 minutes
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Section 3.2: Power Supplies
Summary
This section discusses power supplies. Details covered include:

Power supplies:
o Must be matched to the motherboard and case form factor
o Converts AC current to DC current
o Standard ATX Power supplies provide + 3.3 volts, +/- 5 volts, and
+/- 12 volts
o Each separate voltage output circuit is referred to as a rail
o Most power supplies can receive both 110 and 220 volt power by
toggling a switch
o Power supplies are rated in watts
o You can calculate a system’s wattage requirements
o Includes a fan to cool the system
o An ATX power supply provides soft power
o Includes connectors for powering various computer components
o Connectors are standardized following the ATX specifications
o Symptoms of a bad power supply
o Personal safety when working with power supplies
o Common power supply connectors include:
 20-pin
 24-pin (20+4 pin)
 4-pin +12 volt power (P4)
 8-pin EPS +12 volt
 6-pin PCI Express
 4-pin accessory power
 SATA power cable
 4-pin mini-Molex
PC Pro Exam Objectives:




Identify power supply connectors by sight or name.
Given a scenario with an existing motherboard and end user
requirements, select the appropriate power supply based on power output,
the number of available connectors, and the type of connectors used.
Given motherboard and power supply documentation, install a power
supply in an existing case, connecting it to peripheral devices and the
motherboard.
Given motherboard and power supply documentation, test the functionality
of a power supply.
A+ 220-801 Exam Objectives:

1.8 Install an appropriate power supply based on a given scenario
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o Connector types and their voltages
 SATA
 Molex
 4/8-pin 12v
 PCIe 6/8-pin
 20-pin
 24-pin
 Floppy
o Specifications
 Wattage
 Size
 Number of connectors
 ATX
 micro ATX
o Dual voltage options
Lecture Focus Questions:





How does the case form affect the type of power supply you purchase?
What function does the red switch on a power supply perform? Why is this
important?
What is a watt? How does the watt rating for a power supply affect the
devices you can use in a system?
What is a soft power supply?
Why must you be careful when using a proprietary power supply?
Video/Demo
3.2.1 Power Supplies
3.2.3 Identifying Power Supply Components
3.2.4 Changing the Power Supply
Total
Time
10:48
8:49
16:03
35:40
Lab/Activity

Replace a Power Supply
Number of Exam Questions
15 questions
Total Time
About 55 minutes
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Section 3.3: Motherboards and Buses
Summary
This section discusses the details about motherboards and expansion buses in
PC systems. Concepts covered include:

The components of a typical motherboard:
o Processor interface
o Memory modules
o Expansion slots
o Onboard components
o Faceplate connectors
o Onboard internal connectors
o BIOS chip
o CMOS battery
o Chipset
o Jumpers
o Documentation
The process to install a motherboard

.
PC Pro Exam Objectives:






Given an existing system without documentation, identify expansion cards
and slots by sight or by name, including ISA, PCI, AGP, PCI Express (1x,
2x, and 8x), and PCMCIA.
Given an existing system, select and install expansion cards based on bus
type that meets end-user requirements.
Given a scenario where a new motherboard is required in a new or
existing PC system, use system documentation and end-user
requirements to select and install an appropriate motherboard.
Given motherboard and system case documentation, connect header
devices and system case connectors to the motherboard.
Using the BIOS, enable and disable onboard devices.
Using manufacturer-supplied documentation and utility, update the BIOS
on a motherboard to the latest revision.
A+ 220-801 Exam Objectives:

1.2 Differentiate between motherboard components, their purposes, and
properties.
o Sizes
 ATX
 micro ATX
 ITX
o Expansion slots
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o
o
o
o
o
o
o
o
 PCI
 PCI-X
 PCIe
 miniPCI
 CNR
 AGP2x, 4x, 8x
RAM slots
CPU sockets
Chipsets
 North Bridge
 South Bridge
 CMOS battery
Jumpers
Power connections and types
Fan connectors
Front panel connectors
 USB
 Audio
 Power button
 Power light
 Drive activity lights
 Reset button
Bus speeds
Lecture Focus Questions:





What factors will you consider when selecting a motherboard?
What is the difference between the northbridge and southbridge chips on
a motherboard?
How can you add peripheral devices to a system?
How are PCI and PCI Express different?
What is the most common bus type for video cards on new motherboards?
Video/Demo
3.3.1 Motherboard Components
3.3.3 Installing a Motherboard
Total
Time
6:27
14:40
21:07
Lab/Activity

Choose and Install a Motherboard
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Number of Exam Questions
12 questions
Total Time
About 45 minutes
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Section 3.4: Processors
Summary
This section examines the basics of selecting and installing a CPU. Concepts
covered include:





Considerations for choosing a processor:
o Manufacturer
o 32-bit or 64-bit processor
o Speed
o Multi-core
o Cache
o Process size
o Hyper-threading
o Throttling
o Mobile processors
o Virtualization
o Integrated memory controller
o Cooling
Details about CPU performance
Processor socket categories:
o Pin Grid Array (PGA)
o Land Grid Array (LGA)
Commonly-implemented processor sockets
Details when installing a CPU
PC Pro Exam Objectives:



Given an existing system with or without documentation, select an
appropriate processor to meet end-user requirements.
Use correct procedures to install a CPU in a motherboard using a thermal
pad or paste, a heat sink and fan, and power connectors.
View BIOS settings to verify proper installation of the processor.
o Enable or disable hyper-threading in the BIOS.
o Enable or disable VT support in the BIOS.
o Monitor cooling fan speed and CPU temperature.
A+ 220-801 Exam Objectives:


1.2 Differentiate between motherboard components, their purposes, and
properties.
o CPU sockets
1.6 Differentiate among various CPU types and features and select the
appropriate cooling method.
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o Socket types
 Intel: LGA, 775, 1155, 1156, 1366
 AMD: 940, AM2, AM2+, AM3, AM3+, FM1, F
o Characteristics
 Speeds
 Cores
 Cache size/type
 Hyper threading
 Virtualization support
 Architecture (32-bit vs. 64-bit)
 Integrated GPU
o Cooling
 Heat sink
 Fans
 Thermal paste
 Liquid-based
A+ 220-802 Exam Objectives:

1.1 Compare and contrast the features and requirements of various
Microsoft Operating Systems.
o Features:
 32-bit vs. 64-bit
 Aero, gadgets, user account control, BitLocker, shadow
copy, system restore, ready boost, sidebar, compatibility
mode, XP mode, easy transfer, administrative
tools, defender, Windows firewall, security center, event
viewer, file structure and paths, category view vs. classic
view
Lecture Focus Questions:








What is the difference between the three levels of cache memory?
What is the biggest limitation of using a 32-bit processor?
What factors should be considered when comparing the speed of
computers?
What are the benefits of using a smaller process size during CPU
manufacture?
What is the difference between hyper-threading and multithreading?
Under what circumstances might you choose to use throttling?
What is virtualization? Which CPU features enable advanced virtualization
support?
What three components are used with a CPU to dissipate heat?
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Video/Demo
Time
3.4.1 Processor Concepts
8:08
3.4.5 Installing a Processor
5:02
Total
13:10
Lab/Activity


Select and Install a Processor 1
Select and Install a Processor 2
Number of Exam Questions
24 questions
Total Time
About 60 minutes
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Section 3.5: Memory
Summary
In this section students will learn about the factors that should be considered
when selecting and installing memory. Concepts covered include:








Types of Random Access Memory (RAM):
o Dynamic RAM (DRAM)
o Static RAM (SRAM)
RAM standards:
o SDRAM (Synchronous Dynamic RAM)
o DDR (Double-Data Rate Synchronous Dynamic RAM)
o DDR2
o DDR3
o RDRAM (Rambus DRAM)
Increasing memory bandwidth using multiple channels
Types of generic form factor labels:
o SIMM
o DIMM
o SO-DIMM
o RIMM
Considerations when selecting RAM:
o Packaging (form)
o Capacity
o Frequency
o CAS latency/timing
o Error correction
o Buffered (registered)
o Single- or double-sided
Comparison of different types of memory:
o SDRAM (Synchronous Dynamic RAM (DIMM)
o RDRAM (Rambus DRAM) RIMM
o DDR (Double-Data Rate synchronous Dynamic RAM) DIMM
o DDR-2 DIMM
o DDR-3 DIMM
o 144-pin SODIMM
o 200-pin SODIMM
Considerations when selecting memory
Issues when installing memory
PC Pro Exam Objectives:

Identify memory module form factors and motherboard memory slots by
name or sight (SDRAM, DDR, DDR2, DDR3, Rambus, and Sodimm).
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



Given an existing system with or without documentation, select and install
memory modules to meet end-user requirements. Important
characteristics include speed, capacity, parity/ECC, dual or triple
channels, and continuity modules.
Using the BIOS or Windows utilities, identify the amount of installed
memory.
Use a memory module tester to identify malfunctioning memory.
Given a Windows system, configure virtual memory settings to meet
scenario requirements.
A+ 220-801 Exam Objectives:


1.2 Differentiate between motherboard components, their purposes, and
properties.
o RAM slots
1.3 Compare and contrast RAM types and features.
o Types
 DDR
 DDR2
 DDR3
 SDRAM
 SODIMM
 RAMBUS
 DIMM
 Parity vs. non-parity
 ECC vs. non-ECC
 RAM configurations
 Single channel vs. dual channel vs. triple channel
 Single sided vs. double sided
o RAM compatibility and speed
Lecture Focus Questions:







How does RAM differ from ROM?
What is the difference between SRAM and DRAM?
What are two advantages of using DDR3 memory over DDR2 memory?
What are two places where the memory controller might be located in
modern PC systems?
Why is consulting the motherboard documentation so important when
purchasing memory?
You have DDR2 memory with a CAS latency of 6 and DDR3 memory with
a CAS latency of 7. What can you tell about the relative speed of the two
memory modules?
What is the difference between ECC and registered memory?
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Video/Demo
3.5.1 Memory
Time
7:09
3.5.2 Memory Types
13:09
3.5.4 Memory Factors
13:12
3.5.5 Memory Speed
17:50
3.5.7 Memory Forms
8:20
3.5.9 Selecting the Correct Memory Module
3.5.10 Installing Memory
Total
10:26
5:01
75:07
Lab/Activity


Select Memory by Sight
Install Triple Channel Memory
Number of Exam Questions
26 questions
Total Time
About 125 minutes
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Section 3.6: BIOS
Summary
This section examines information about the BIOS. Concepts covered include:




Basic Input Output System (BIOS) details.
Complementary Metal-Oxide Semiconductor (CMOS) details.
Common reasons for editing the CMOS settings.
The process to start up the system.
PC Pro Exam Objectives:




Using the BIOS or Windows utilities, identify the amount of installed
memory.
Using the BIOS, enable and disable onboard devices.
Using manufacturer-supplied documentation and utility, update the BIOS
on a motherboard to the latest revision.
Configure BIOS security settings such as configuring drive lock, setting
user and administrator passwords, enabling/disabling chassis intrusion
detection, and enabling/disabling TPM.
A+ 220-801 Exam Objectives:

1.1 Configure and apply BIOS settings.
o Install firmware upgrades – flash BIOS
o BIOS component information
 RAM
 Hard drive
 Optical drive
 CPU
o BIOS configurations
 Boot sequence
 Enabling and disabling devices
 Date/time
 Clock speeds
 Virtualization support
 BIOS security (passwords, drive encryption: TPM, lojack)
o Use built-in diagnostics
o Monitoring
 Temperature monitoring
 Fan speeds
 Intrusion detection/notification
 Voltage
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

Clock
Bus speed
Lecture Focus Questions:






What are the functions of the BIOS?
What is the role of CMOS? How does it differ from the BIOS?
Why does the CMOS require a battery?
What might be some common reasons for editing the CMOS settings?
What determines the keystroke to open a CMOS editor? How can you find
this information?
What functions are performed in the POST process?
Video/Demo
Time
3.6.1 BIOS and CMOS
13:13
3.6.2 PC Boot Process
4:55
3.6.4 Editing the BIOS
17:05
3.6.5 Editing the BIOS 2
22:16
3.6.6 Flashing the BIOS
10:22
Total
67:51
Lab/Activity


Find BIOS Settings
Clear CMOS Settings
Number of Exam Questions
10 questions
Total Time
About 90 minutes
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Section 3.7: Expansion Cards
Summary
This section examines using expansion cards to connect devices to the PC
system. Common expansion buses in a PC system include:






Peripheral Component Interconnect (PCI)
Mini-PCI
Peripheral Component Interconnect Express (PCle)
Accelerated Graphics Port (AGP)
Audio/Modem Riser (AMR)
Communications Network Rise (CNR)
Students will learn how to:


Identify expansion buses and cards by sight.
Install an expansion card.
PC Pro Exam Objectives:


Given an existing system without documentation, identify expansion cards
and slots by sight or by name, including ISA, PCI, AGP, PCI Express (1x,
2x, and 8x), and PCMCIA.
Given an existing system, select and install expansion cards based on bus
type that meets end-user requirements.
A+ 220-801 Exam Objectives:

1.4 Install and configure expansion cards.
o Sound cards
o Video cards
o Network cards
o Serial and parallel cards
o USB cards
o Firewire cards
o Storage cards
o Modem cards
o Wireless/cellular cards
o TV tuner cards
o Video capture cards
o Riser cards
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Lecture Focus Questions:





What is an advantage of the PCIe bus over the PCI bus?
Which type of devices typically use mini-PCI cards?
Which buses are commonly used by graphics cards?
What type of slot can a PCIe x1 card be placed in?
How are cards added to an AMR slot?
Video/Demo
Time
3.7.1 Expansion Buses and Slots
3:36
3.7.3 Installing an Expansion Card
5:29
Total
9:05
Lab/Activity

Install Expansion Cards
Number of Exam Questions
8 questions
Total Time
About 25 minutes
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Section 3.8: Video
Summary
In this section students will learn about facts that should be considered when
choosing a video card. Concepts covered include:











Bus type
Monitor interface
Processing capabilities
Multi-GPU
Memory
Display quality
High-bandwidth Digital Content Protection (HDCP) support
TV input and output
HDMI audio
DirectX/OpenGL
Details about installing video cards
PC Pro Exam Objectives:





Given an existing system with an open video slot and documentation,
select and install a video card to meet end-user requirements.
Identify video connectors and cables by sight or name.
Given an existing system with one or more installed video cards, select
one or more monitor to meet end-user requirements.
Connect one or more monitors to an installed video card.
Use Windows utilities to configure display and video adapter settings,
including resolution, native resolution, color depth, dual monitor
configuration, and refresh rate.
A+ 220-801 Exam Objectives:

1.4 Install and configure expansion cards.
o Sound cards
o Video cards
o Network cards
o Serial and parallel cards
o USB cards
o Firewire cards
o Storage cards
o Modem cards
o Wireless/cellular cards
o TV tuner cards
o Video capture cards
o Riser cards
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Lecture Focus Questions:






How does the video card affect the quality of the image on the monitor?
Which type of DVI connector can be used to send either analog or digital
signals?
How does the GPU increase the video performance?
What advantages are provided by SLI and CrossFire?
What is the general function of HDCP? When should you be concerned
with an HDCP video card or monitor?
What is the difference between ATSC and NTSC? Which format would
you most likely choose if you wanted to watch broadcast TV in the United
States?
Video/Demo
Time
3.8.1 Video Cards
3:31
3.8.3 Installing a Video Card
6:41
Total
10:12
Lab/Activity

Upgrade a Video Card
Number of Exam Questions
6 questions
Total Time
About 30 minutes
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Section 3.9: Audio
Summary
In this section students will learn about facts that should be considered when
purchasing and installing a sound card. Concepts covered include:











Bus support
Channels
Sampling rate
Feature support
Analog input and output
Digital audio
Additional ports
Common file types used to save digital audio into:
o WAV (Windows Standard)
o AIFF (Audio Interchange File Format)
o AU (UNIX standard)
o MP3 (MPEG-1 Layer 3)
o AAC (Advanced Audio Coding)
o RA or RAM (Real Networks)
o WMA (Windows Media Audio)
o MIDI (not a true audio file)
Details about configuring system sound
Troubleshooting sound problems
Input and output ports for connecting external audio-related devices:
o Mini TRS
o Toslink
o RCA
o DB-15
o Firewire
o HDMI
Students will learn how to:


Select a sound card for a given scenario.
Create a multi-media system by installing sound devices.
PC Pro Exam Objectives:



Identify audio connectors and cables by sight or name.
Given an existing system with or without documentation, select and install
a sound card to meet end-user requirements.
Given an existing system, connect external audio equipment to sound
card audio connectors.
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A+ 220-801 Exam Objectives:

1.4 Install and configure expansion cards.
o Sound cards
o Video cards
o Network cards
o Serial and parallel cards
o USB cards
o Firewire cards
o Storage cards
o Modem cards
o Wireless/cellular cards
o TV tuner cards
o Video capture cards
o Riser cards
Lecture Focus Questions:





You installed a PATA DVD drive, but when you play a CD no sound is
played on the sound card. Other sounds play fine. What should you do to
correct the problem?
What might you need to do to play AIFF files on a Windows computer?
What color typically indicates the speaker port on a sound card? What
color is used for the microphone?
Which connectors are used for digital S/PDIF audio?
What is a DB-15 connector on a sound card typically used for?
Video/Demo
Time
3.9.1 Digital Audio
9:04
3.9.2 Sound Cards
7:22
3.9.4 Managing Audio Devices
Total
15:50
32:16
Lab/Activity

Select and Install a Sound Card
Number of Exam Questions
7 questions
Total Time
About 55 minutes
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Section 3.10: Cooling
Summary
This section discusses the following methods that can be used to cool the
system:







Heat sensors
Fans
Heat sink
Rounded cables
Liquid cooling
Room temperature
Ventilation
PC Pro Exam Objectives:


Use correct procedures to install a CPU in a motherboard using a thermal
pad or paste, a heat sink and fan, and power connectors.
View BIOS settings to verify proper installation of the processor.
o Monitor cooling fan speed and CPU temperature.
A+ 220-801 Exam Objectives:

1.6 Differentiate among various CPU types and features and select the
appropriate cooling method.
o Cooling
 Heat sink
 Fans
 Thermal paste
 Liquid-based
Lecture Focus Questions:






How does adequate cooling improve performance and extend the life of
components?
How does organizing and attaching cables and wires in and around a
computer system help with internal airflow?
Why should you keep the system case cover on during normal
operations?
When might you want to add liquid cooling to a computer?
What is the difference between a heat sink and a heat spreader?
What is the function of a thermal pad? When should it be used?
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Video/Demo
3.10.1 System Cooling
Time
11:30
Number of Exam Questions
4 questions
Total Time
About 20 minutes
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Section 4.1: Peripheral Devices
Summary
In this section students will learn how to connect peripheral devices through an
external port to your computer. Concepts covered include:




Connection types :
o PS/2
o USB
o Firewire
o Serial
o Parallel
o PC Card (PCMCIA)
o PCI Express (ExpressCard)
Troubleshooting techniques specific to the following devices:
o Input devices
o USB/Firewire
Common interfaces used for connecting input devices include:
o 6-pin mini-DIN (PS/2 connector) for keyboard and mouse
o USB for keyboard, mouse, and other devices
o Infrared and wireless connections for keyboards, mouse, and other
devices
o DB-9 (serial) connector for specialized input devices
Considerations for selecting the following input devices:
o Keyboard
o Mouse
o Touchscreen
o Digitizer
o Game pad
o Scanner
o Barcode reader
o KVM switch
Students will learn how to:





Connect peripheral devices using the appropriate cables and connectors.
Add USB and Firewire support using adapter cards and motherboard
header devices.
Edit peripheral device settings in the BIOS.
Install, update, and roll back device drivers.
Enable, disable, and uninstall devices using Device Manager.
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PC Pro Exam Objectives:




Identify external device connectors and cables by sight or name.
Connect external devices using the appropriate connectors and cables.
Install drivers for external devices.
In the Windows operating system, prepare devices for safe removal.
A+ 220-801 Exam Objectives:


1.7 Compare and contrast various connection interfaces and explain their
purpose.
o Physical connections
 USB 1.1 vs. 2.0 vs. 3.0 speed and distance characteristics
 Connector types: A, B, mini, micro
 Firewire 400 vs. Firewire 800 speed and distance
characteristics
 SATA1 vs. SATA2 vs. SATA3, eSATA, IDE speeds
 Other connector types
 Serial
 Parallel
 VGA
 HDMI
 DVI
 Audio
 RJ-45
 RJ-11
1.12 Install and configure various peripheral devices.
o Input devices
 Mouse
 Keyboard
 Touch screen
 Scanner
 Barcode reader
 KVM
 Microphone
 Biometric devices
 Game pads
 Joysticks
 Digitizer
o Multimedia devices
 Digital cameras
 Microphone
 Webcam
 Camcorder
 MIDI enabled devices
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o Output devices
 Printers
 Speakers
 Display devices
Lecture Focus Questions:






What is the difference in the way that serial devices transmit data and
parallel devices transmit data?
Why might you have a resource sharing problem if you install a serial
device on both COM 2 and COM 4?
What type of ports are common parallel devices such as printers and
scanners connected to?
What types of peripheral devices does USB support?
How can you verify that a device is compatible with the version of
Windows on the system?
What is different about installing a USB device driver and installing drivers
for other device types?
Video/Demo
Time
4.1.1 Peripheral Devices
4:11
4.1.3 Input Devices
3:32
Total
7:43
Lab/Activity

Connect a KVM Switch
Number of Exam Questions
4 questions
Total Time
About 25 minutes
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Section 4.2: Serial, Parallel, and PS/2
Summary
In this section students will learn the interfaces used for connecting devices to
computer systems. Concepts covered include:


Interfaces for connecting devices:
o Serial devices
o Parallel devices
o PS/2 devices
Identifying common connectors:
o Serial Connectors
o Parallel connectors
o PS/2 Connectors
Students will learn how to:


Select the correct port to use to install different peripheral devices.
Install peripheral devices such as keyboards, serial devices, and parallel
devices.
PC Pro Exam Objectives:




Identify external device connectors and cables by sight or name.
Connect external devices using the appropriate connectors and cables.
Install drivers for external devices.
In the Windows operating system, prepare devices for safe removal.
A+ 220-801 Exam Objectives:



1.4
Install and configure expansion cards.
o Serial and parallel cards
1.7 Compare and contrast various connection interfaces and explain
their purpose.
o Physical connections
 Other connector types
 Serial
 Parallel
1.11 Identify connector types and associated cables.
o Device connectors and pin arrangements
 PS/2
 Parallel
 Serial
o Device cable types
 Parallel
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
Serial
Lecture Focus Questions:







What is the difference between serial and parallel communications?
Theoretically, which form of communication (serial or parallel) provides
faster communication?
Generally speaking, which form of communication (serial or parallel) will
provide communication over longer distances without amplification?
What is the relationship between the serial port and the COM ports?
Between the parallel port and LPT ports?
What is the difference between SPP and EPP standards?
What are three ways you can tell the difference between a keyboard and
mouse PS/2 port?
How do you configure a computer to use EPP?
Video/Demo
4.2.1 Serial, Parallel, and PS/2
Time
9:19
Lab/Activity

Connect Devices
Number of Exam Questions
6 questions
Total Time
About 25 minutes
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Section 4.3: USB
Summary
This section provides an overview of using USB devices to connect to computer
system. Details about the following are presented:




USB versions:
o 1.0/1.1
o 2.0
o 3.0
Types of USB connectors:
o A Connector
o B Connector
o Mini Connector (4 pin)
o Mini Connector (5 pin)
o Micro Connector
Methods to connect a USB device to a computer:
o Directly to a USB port on a computer.
o To an external USB hub.
Types of USB devices:
o Self-powered
o Bus powered
Students will learn how to:



Identify typical USB connectors and ports.
Connect devices such as a printer and a camera.
Select and install USB devices based on customer requirements.
PC Pro Exam Objectives:




Identify external device connectors and cables by sight or name.
Connect external devices using the appropriate connectors and cables.
Install drivers for external devices.
In the Windows operating system, prepare devices for safe removal.
A+ 220-801 Exam Objectives:


1.4
Install and configure expansion cards.
o USB cards
1.7 Compare and contrast various connection interfaces and explain
their purpose.
o Physical connections
 USB 1.1 vs. 2.0 vs. 3.0 speed and distance characteristics
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
 Connector types: A, B, mini, micro
1.11 Identify connector types and associated cables.
o Device connectors and pin arrangements
 USB
o Device cable types
 USB
Lecture Focus Questions:




What are the differences between USB 1.1 and 2.0?
What types of devices are typically self-powered? Bus–powered?
What are the power requirements for a low-powered and high-powered
bus powered-device?
Where do you typically connect the B end of a USB cable?
Video/Demo
4.3.1 Universal Serial Bus (USB)
4.3.2 USB Components
Total
Time
15:56
2:00
17:56
Lab/Activity


Install USB Devices
Install USB Adapter
Number of Exam Questions
7 questions
Total Time
About 40 minutes
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Section 4.4: IEEE 1394 (Firewire)
Summary
This section discusses using IEEE 1394 standards to create a high-performance
serial bus. Details covered include:





Trademarked names for IEEE 1394-based products
o Firewire
o i.Link
o Lynx
Firewire specifics
IEEE 1394 standards
o 1394
o 1394.A
o 1394.B
o 1394.3
Details about IEEE 1394
Common IEEE 1394 cables and connectors
o 6-pin connector
o 4-pin connector
Students will learn how to:

Connect peripheral devices to a Firewire port.
PC Pro Exam Objectives:




Identify external device connectors and cables by sight or name.
Connect external devices using the appropriate connectors and cables.
Install drivers for external devices.
In the Windows operating system, prepare devices for safe removal.
A+ 220-801 Exam Objectives:



1.4
Install and configure expansion cards.
o Firewire cards
1.7 Compare and contrast various connection interfaces and explain
their purpose.
o Physical connections
 Firewire 400 vs. Firewire 800 speed and distance
characteristics
1.11 Identify connector types and associated cables.
o Device connectors and pin arrangements
 IEEE1394
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o Device cable types
 IEEE1394
Lecture Focus Questions:



What are the additional functions of a six-wire IEEE 1394 over a four-wire
IEEE 1394 cable?
What is the maximum cable length of an IEEE 1394 cable?
What are common devices that use IEEE 1394?
Video/Demo
4.4.1 Firewire
Time
3:31
Lab/Activity

Connect Firewire Devices
Number of Exam Questions
4 questions
Total Time
About 15 minutes
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Section 4.5: Display Devices
Summary
This section discusses details about monitors and video interfaces. Concepts
covered include:





Considerations when choosing a CRT monitor:
o Screen size
o Resolution
o Display type
o Dot pitch
o Refresh rate
o Interlacing
o Additional features
Characteristics of LCD monitors:
o Display characteristics
o Display types
o Backlight method
o Aspect ratio
o Resolution
o HDTV support
o Screen size
o Dead pixels
o Filters
Types of LED monitors
o Edge-lit backlights using white LEDs (EL-WLED)
o RGB LED
o Organic Light-Emitting Diode (OLED)
Types of video interfaces:
o D-sub
o DVI-A
o DVI-D
o DVI-I
o DMS-59
o Composite video
o S-video
o HDTV (component)
o HDMI
o DisplayPort
o Cable TV (F-type)
Settings for the monitor and video adapter:
o Resolution
o Color depth
o Monitor relationship
o Refresh rate
o Hardware acceleration
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o Color management
Students will learn how to:



Identify digital and analog connectors by sight.
Select the appropriate monitor based on customer requirements and
system support.
Configure display properties in Windows including dual monitor support.
PC Pro Exam Objectives:





Given an existing system with an open video slot and documentation,
select and install a video card to meet end-user requirements.
Identify video connectors and cables by sight or name.
Given an existing system with one or more installed video cards, select
one or more monitor to meet end-user requirements.
Connect one or more monitors to an installed video card.
Use Windows utilities to configure display and video adapter settings,
including resolution, native resolution, color depth, dual monitor
configuration, and refresh rate.
A+ 220-801 Exam Objectives:


1.7 Compare and contrast various connection interfaces and explain their
purpose.
o Physical connections
 Other connector types
 VGA
 HDMI
 DVI
 Analog vs. digital transmission
 VGA vs. HDMI
1.10 Given a scenario, evaluate types and features of display devices.
o Types
 CRT
 LCD
 LED
 Plasma
 Projector
 OLED
o Refresh rates
o Resolution
o Native resolution
o Brightness/lumens
o Analog vs. digital
o Privacy/antiglare filters
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
o Multiple displays
1.11 Identify connector types and associated cables.
o Display connector types
 DVI-D
 DVI-I
 DVI-A
 Displayport
 RCA
 DB-15
 BNC
 miniHDMI
 RJ-45
 miniDin-6
o Display cable types
 HDMI
 DVI
 VGA
 Component
 Composite
 S-video
 RGB
 Coaxial
 Ethernet
Lecture Focus Questions:











What feature of a non-interlaced monitor makes it a better quality than an
interlaced monitor?
Which LCD display type typically has the fastest response time? What
uses make a monitor with a slow response time a poor choice?
Which LCD display type has the best color representation and viewing
angle?
What are two methods used for the backlight in LCD monitors?
Which aspect ratio is used by high definition movies and television?
What is the difference between 720p, 1080p, and 1080i? Which would you
choose for full HDTV support?
How can you tell the difference between a DVI-A and a DVI-D cable?
Which connectors are used for an analog video signal? Which connectors
provide only a digital signal?
What are the advantages of dual link cables over single link cables?
What is the difference between composite and component video?
When might you see an F-type connector on a video card?
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Video/Demo
Time
4.5.1 CRT Monitors
15:04
4.5.3 LCD Monitors
6:27
4.5.5 LED and Plasma Monitors
14:54
4.5.7 Videos Interfaces
7:24
4.5.13 Configuring Display Settings
8:46
4.5.16 Optimizing Video
8:01
Total
60:36
Lab/Activity






Connect Monitors
Install a VGA Monitor
Choose and Configure a Monitor
Install an HDTV Monitor
Configure Dual Monitors
Optimize Video Settings
Number of Exam Questions
16 questions
Total Time
About 130 minutes
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Section 4.6: Device Installation
Summary
This section examines guidelines and considerations to take into account when
installing devices. Concepts covered include:



Factors related to installing hardware devices:
o System resources
o Plug and Play (PnP)
o Driver
o Hot swapping/plugging
Guidelines for installing devices
Using Device Manager to view installed devices and their status.
Students will learn how to:






Install devices using drivers included with Windows and drivers available
on disc.
Use Device Manager to verify the proper installation of devices.
Safely remove hot swappable devices.
Configure Windows to search Windows Update for updated drivers.
Configure driver signing behavior in Windows.
Update device drivers.
PC Pro Exam Objectives:




Identify external device connectors and cables by sight or name.
Connect external devices using the appropriate connectors and cables.
Install drivers for external devices.
In the Windows operating system, prepare devices for safe removal.
A+ 220-801 Exam Objectives:

1.5
Install and configure storage devices and use appropriate media.
o Connection types
 Hot swappable drives
A+ 220-802 Exam Objectives:

1.2 Given a scenario, install, and configure the operating system using
the most appropriate method.
o Load alternate third party drivers when necessary
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

o Driver installation, software and windows updates
1.4 Given a scenario, use appropriate operating system features and
tools.
o Administrative
 Device manager
1.7 Perform preventive maintenance procedures using appropriate tools.
o Best practices
 Windows updates
 Patch management
 Driver/firmware updates
Lecture Focus Questions:








What type of hardware devices use DMA channels to communicate
directly with RAM?
When is manual configuration of a device necessary?
What system rights are required to install devices?
What is the role of the driver?
What is the importance of driver signing? What should you be aware of
when using a driver that is not signed?
How do you safely remove a hot swappable component?
How do you verify that a device is compatible with the version of Windows
you are running before you purchase it?
Why is it good practice to check the manufacturer's Web site for an
updated driver, rather than using the driver included on the installation
disk?
Video/Demo
Time
4.6.1 Device Installation
5:47
4.6.2 Installing Devices
15:06
4.6.3 Managing Devices
17:52
Total
38:45
Lab/Activity

Manage Devices
Number of Exam Questions
5 questions
Total Time
About 55 minutes
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Section 5.1: Storage Devices
Summary
This section provides an overview of storage devices. Concepts covered include:


Common storage devices:
o Floppy disk
o Hard disk
o Optical discs
o Flash devices
o Solid state drives
o Tape drives
Common storage device interfaces:
o Parallel ATA (PATA)
o Serial ATA (SATA)
o Small Computer System Interface (SCSI)
o USB/Firewire
o Ethernet
PC Pro Exam Objectives:



Given a scenario and a set of user requirements, select the appropriate
storage solution (such as flash storage, hard disk, optical disk, or tape
drive).
Identify SATA and IDE/ATA data connectors, power connectors, and
cables by name or by sight.
Given an existing system and hard disk labels, install SATA and IDE/ATA
storage devices using the appropriate cables, power connectors, and
device/jumper settings.
A+ 220-801 Exam Objectives:


1.4 Install and configure expansion cards.
o Sound cards
o USB cards
o Storage cards
1.5 Install and configure storage devices and use appropriate media.
o Optical drives
o Connection types
 External
 USB
 Firewire
 eSATA
 Ethernet
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o
o
o
o
o
 Internal SATA, IDE and SCSI
Hard drives
Solid state/flash drives
Floppy drive
Tape drive
Media capacity
Lecture Focus Questions:







What are the advantages of hard disks over all other forms of storage
media?
How do optical drives store and read data from a disc?
How does a flash device differ from a floppy disk or a hard disk?
How does SATA improve upon the limitations of PATA?
What is a typical application for SCSI devices?
Which storage device types are magnetic media? Which are optical? Solid
state?
Which type of interface would you commonly use to attach a flash card
reader to the computer?
Video/Demo
5.1.1 Storage Devices
5.1.3 Storage Device Interfaces
Total
Time
23:47
7:31
31:18
Number of Exam Questions
12 questions
Total Time
About 55 minutes
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Section 5.2: Floppy Drives
Summary
This section discusses installing and troubleshooting floppy drives. Concepts
covered include:
Students will learn how to:

Install a floppy drive, connecting the necessary data and power cables.
A+ 220-801 Exam Objectives:


1.5 Install and configure storage devices and use appropriate media.
o Floppy drive
1.11 Identify connector types and associated cables.
o Device connectors and pin arrangements
 Floppy
o Device cable types
 Floppy
Lecture Focus Questions:




How do you change the drive letter for a floppy drive?
How do you identify pin 1 on a floppy drive cable?
Where is the software driver for floppy disks located? How does the
system recognize which type of drive is installed?
What precautions should you take with floppy disks?
Video/Demo
5.2.1 Installing a Floppy Drive
Time
10:52
Lab/Activity

Install a Floppy Drive
Number of Exam Questions
4 questions
Total Time
About 25 minutes
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Section 5.3: Parallel ATA (IDE)
Summary
This section discusses installing PATA devices.
Students will learn how to:

Install PATA devices by setting jumpers and connecting data and power
cables.
PC Pro Exam Objectives:




Given a scenario and a set of user requirements, select the appropriate
storage solution (such as flash storage, hard disk, optical disk, or tape
drive).
Identify SATA and IDE/ATA data connectors, power connectors, and
cables by name or by sight.
Given an existing system and hard disk labels, install SATA and IDE/ATA
storage devices using the appropriate cables, power connectors, and
device/jumper settings.
Configure BIOS settings for hard disks (including drive detection, SATA
mode, and boot order).
A+ 220-801 Exam Objectives:


1.5
Install and configure storage devices and use appropriate media.
o Connection types
 Internal SATA, IDE and SCSI
 IDE configuration and setup (Master, Slave, Cable
Select)
o Hard drives
 Magnetic
 5400 rpm
 7200 rpm
 10,000 rpm
 15,000 rpm
1.11 Identify connector types and associated cables.
o Device connectors and pin arrangements
 PATA
 IDE
 EIDE
o Device cable types
 IDE
 EIDE
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Lecture Focus Questions:





With multiple devices on a single data cable, how do you identify which
drive is the master and which is the slave?
How should you configure a single device on one channel?
What is cable select and how does it work?
You have an optical drive and a hard disk in a system with two PATA
channels. How should you install the devices for best performance?
How would you increase the number of hard drives after reaching the limit
for the ATA connectors the motherboard has on board?
Video/Demo
Time
5.3.1 ATA/IDE Devices
13:55
5.3.2 Installing an ATA Device
10:05
Total
24:00
Lab/Activity

Install PATA Devices
Number of Exam Questions
8 questions
Total Time
About 40 minutes
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Section 5.4: Serial ATA
Summary
This section discusses installing a Serial ATA device.


SATA standards:
o SATA 1.5 Gbps (SATA 1)
o SATA 3 Gbps (SATA II or SATA-IO)
o SATA 6 Gbps
o eSATA
Options to configure the SATA mode in the BIOS:
o IDE
o AHCI
o RAID
Students will learn how to:


Install SATA devices.
Add eSATA ports and connect eSATA devices.
PC Pro Exam Objectives:




Given a scenario and a set of user requirements, select the appropriate
storage solution (such as flash storage, hard disk, optical disk, or tape
drive).
Identify SATA and IDE/ATA data connectors, power connectors, and
cables by name or by sight.
Given an existing system and hard disk labels, install SATA and IDE/ATA
storage devices using the appropriate cables, power connectors, and
device/jumper settings.
Configure BIOS settings for hard disks (including drive detection, SATA
mode, and boot order).
A+ 220-801 Exam Objectives:


1.4 Install and configure expansion cards.
o Storage cards
1.5 Install and configure storage devices and use appropriate media.
o Connection types
 External
 eSATA
 Internal SATA, IDE and SCSI
o Hard drives
 Magnetic
 5400 rpm
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

 7200 rpm
 10,000 rpm
 15,000 rpm
o Solid state/flash drives
 SSD
1.7 Compare and contrast various connection interfaces and explain their
purpose.
o Physical connections
 SATA1 vs. SATA2 vs. SATA3, eSATA, IDE speeds
1.11 Identify connector types and associated cables.
o Device connectors and pin arrangements
 SATA
 eSATA
o Device cable types
 SATA
 eSATA
Lecture Focus Questions:




What are the main differences between PATA and SATA?
What enhancements does SATA II (SATA-IO) provide over the original
SATA specifications?
What is eSATA and when would you use it?
What are two possible ways to configure a SATA II drive into a system
that only supports SATA I?
Video/Demo
Time
5.4.1 Serial ATA
9:31
5.4.2 Installing a Serial ATA Device
5:33
Total
15:04
Lab/Activity

Install SATA Devices
Number of Exam Questions
4 questions
Total Time
About 30 minutes
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Section 5.5: SCSI
Summary
This section discusses configuring SCSI devices. Concepts covered include:








Steps to configure SCSI devices
SCSI Host Adapters
SCSI Cable and Connector Types:
o IDC
o DB
o Centronics
o HD (high density)
o VHD (very high density)
SCSI IDs
Termination
Examples of termination
CMOS settings
Device drivers on a SCSI bus can use one of three kinds of device drivers:
o Advanced SCSI Programming Interface (ASPI)
o Common Access Method (CAM)
o Layered Device Driver Architecture (LADDR)
Students will learn how to:




Install a SCSI adapter in a PC system.
Connect SCSI devices to a SCSI adapter.
Set the ID of a SCSI device.
Terminate the SCSI bus.
A+ 220-801 Exam Objectives:


1.5
Install and configure storage devices and use appropriate media.
o Connection types
 Internal SATA, IDE and SCSI
 SCSI IDs (0 – 15)
1.11 Identify connector types and associated cables.
o Device connectors and pin arrangements
 SCSI
o Device cable types
 SCSI
 68pin vs. 50pin vs. 25pin
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Lecture Focus Questions:






What types of systems typically employ SCSI storage devices?
How are SCSI devices connected to a PC system?
What do SCSI connectors look like?
What is the function of the SCSI ID number?
How is termination configured on a SCSI bus?
What SCSI standards are currently used in PC systems?
Video/Demo
Time
5.5.1 SCSI
17:39
5.5.2 SCSI Standards
13:23
5.5.4 Installing a SCSI Adapter and Device
Total
9:15
40:17
Number of Exam Questions
5 questions
Total Time
About 50 minutes
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Section 5.6: Optical Media
Summary
This section provides an overview of selecting and using optical media. Concepts
covered include:






Types of Compact disc (CD) formats
Digital Video Disc (DVD) basics
Blu-ray Disc (BD) basics
Factors to consider when selecting an optical drive:
o Interface
o Drive function
o Speed
o Format
o Loading type
o Cache
o Additional Features
Fundamentals when working with optical drives.
Precautions to protect discs.
PC Pro Exam Objectives:




Given a scenario and a set of user requirements, select the appropriate
storage solution (such as flash storage, hard disk, optical disk, or tape
drive).
Identify SATA and IDE/ATA data connectors, power connectors, and
cables by name or by sight.
Given an existing system and hard disk labels, install SATA and IDE/ATA
storage devices using the appropriate cables, power connectors, and
device/jumper settings.
Configure BIOS settings for hard disks (including drive detection, SATA
mode, and boot order).
A+ 220-801 Exam Objectives:

1.5
Install and configure storage devices and use appropriate media.
o Optical drives
 CD-ROM
 DVD-ROM
 Blu-Ray
o Combo drives and burners
 CD-RW
 DVD-RW
 Dual Layer DVD-RW
 BD-R
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 BD-RE
o Media capacity
 CD
 CD-RW
 DVD-RW
 DVD
 Blu-Ray
 DL DVD
Lecture Focus Questions:








How much data does a CD typically hold? DVD? Blu-ray disc?
What does the book color of the compact disc formats identify?
What is the difference between DVD-R and DVD+R?
An optical drive speed is identified as 24x10x70. What does each of the
numbers indicate?
A DVD drive and a Blu-ray drive can both read data at 4x speeds. How do
the drives compare in speed and the amount of data that can be
transferred?
What is the difference between dual layer and dual sided discs?
How are Blu-ray drives made compatible with both Blu-ray and CD/DVD
discs?
What is the difference between BD-R and BD-RE discs?
Video/Demo
Time
5.6.1 CD Drives
11:39
5.6.3 DVD Drives
14:21
5.6.4 Blu-ray
6:48
5.6.6 Choosing an Optical Drive
4:03
Total
36:51
Number of Exam Questions
10 questions
Total Time
About 55 minutes
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Section 5.7: File System
Summary
This section provides the basic information about using a file system to organize
and store data. Concepts covered include:






The main components of a file system:
o Partition
o Volume
o Directory
o File
Windows supports two different kinds of disks:
o Basic
o Dynamic
Managing partitions and volumes
The characteristics of the file systems supported in Windows systems:
o FAT32
o NTFS
The process of formatting
Disk and volume statuses in Disk Management
Students will learn how to:


Format drives.
Use the Convert utility to convert a drive to NTFS.
PC Pro Exam Objectives:



Given a newly installed drive and a set of end-user requirements, use Disk
Management to configure the drive for use by Windows.
o Upgrade to a dynamic disk if required.
o Create volumes or partitions.
o Assign a drive letter.
o Format the drive using an appropriate file system (such as FAT32,
NTFS, or FAT64) based on end user requirements.
Using Disk Management in Windows, add space to an existing volume by
extending the volume or configuring a mount point.
Manage the file system type on an existing drive.
o Convert a file system to NTFS
o Reformat a partition to use the FAT32 file system.
A+ 220-802 Exam Objectives:
 1.2 Given a scenario, install, and configure the operating system using
the most appropriate method.
o Partitioning
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

 Dynamic
 Basic
 Primary
 Extended
 Logical
o File system types/formatting
 FAT
 FAT32
 NTFS
 CDFS
 Quick format vs. full format
o Factory recovery partition
1.3 Given a scenario, use appropriate command line tools.
o OS
 FDISK
 FORMAT
 DISKPART
1.4 Given a scenario, use appropriate operating system features and
tools.
o Disk management
 Drive status
 Mounting
 Extending partitions
 Splitting partitions
 Assigning drive letters
 Adding drives
 Adding arrays
Lecture Focus Questions:






What is the difference between a partition and a volume?
What advantages does NTFS provide over FAT32?
Why should you back up all data before formatting a drive?
How can you reformat a drive from FAT to NTFS without losing all of the
data?
How would you convert a drive from NTFS to FAT32?
Which operating systems can use NTFS?
Video/Demo
5.7.1 File System
Time
5:11
5.7.2 Viewing File System Components
12:49
5.7.4 Partitions and Disks
22:12
5.7.6 Creating Volumes
16:40
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5.7.8 Formatting and Converting
5.7.10 Disk Status
Total
17:28
3:01
77:21
Lab/Activity


Create Volumes
Format Drives
Number of Exam Questions
21 questions
Total Time
About 115 minutes
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Section 5.8: RAID
Summary
In this section students will learn about using a RAID array to improve
performance and/or provide fault tolerance. Concepts covered include:




Common RAID levels:
o RAID 0 (striping)
o RAID 1 (mirroring)
o RAID 5 (striping with distributed parity)
Methods of implementing RAID:
o Hardware
o Software
o Operating system
A typical method for configuring software RAID
The steps to install the operating system on a RAID array
PC Pro Exam Objectives:

Configure common RAID arrays using motherboard utilities or Windows
Disk Management.
A+ 220-801 Exam Objectives:

1.5
Install and configure storage devices and use appropriate media.
o RAID types
 0
 1
 5
 10
Lecture Focus Questions:





How does a RAID 0 configuration improve disk read and write
performance?
With a RAID 0 configuration, what happens to your data if a drive in the
set fails?
What is the minimum number of disks required for a RAID 5 configuration?
What advantages does RAID 5 have over RAID 1?
What is JBOD? How does it differ from RAID?
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Video/Demo
Time
5.8.1 RAID
13:02
5.8.3 Configuring RAID Arrays
16:41
Total
29:43
Lab/Activity


Create RAID Arrays
Implement a RAID Solution
Number of Exam Questions
8 questions
Total Time
About 55 minutes
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Section 5.9: Adding Storage
Summary
This section discusses strategies for configuring a mount point and extending the
volume.
Students will learn how to:


Mount a partition to a folder.
Extend existing volumes.
PC Pro Exam Objectives:



Given a newly installed drive and a set of end-user requirements, use Disk
Management to configure the drive for use by Windows.
o Upgrade to a dynamic disk if required.
o Create volumes or partitions.
o Assign a drive letter.
o Format the drive using an appropriate file system (such as FAT32,
NTFS, or FAT64) based on end user requirements.
Using Disk Management in Windows, add space to an existing volume by
extending the volume or configuring a mount point.
Manage the file system type on an existing drive.
o Convert a file system to NTFS
o Reformat a partition to use the FAT32 file system.
A+ 220-802 Exam Objectives:


1.2 Given a scenario, install, and configure the operating system using
the most appropriate method.
o Partitioning
 Dynamic
 Basic
 Primary
 Extended
 Logical
o File system types/formatting
 FAT
 FAT32
 NTFS
1.4 Given a scenario, use appropriate operating system features and
tools.
o Disk management
 Drive status
 Mounting
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




Extending partitions
Splitting partitions
Assigning drive letters
Adding drives
Adding arrays
Lecture Focus Questions:





What are the requirements for creating a mount point?
Which types of volumes support mount points?
What are the prerequisites for extending a volume on a basic disk?
What advantages do dynamic disks provide when extending volumes?
What is the difference between an extended volume and a spanned
volume?
Video/Demo
Time
5.9.1 Adding Storage
10:45
5.9.2 Creating Mount Points and Extending Volumes
15:32
Total
26:17
Lab/Activity

Add Space to Existing Volumes
Number of Exam Questions
3 questions
Total Time
About 35 minutes
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Section 5.10: Disk Optimization
Summary
This section examines details about hard disk optimization to improve a
computer’s overall performance. Concepts covered include:


Optimize hard disk performance:
o Upgrade the hard disk
o Upgrade the disk interface
Methods to clean up a disk drive:
o Disk Cleanup
o Disk Defragmenter
o Check Disk
Students will learn how to:



Perform Disk Cleanup.
Defragment a hard disk.
Check a hard disk for errors.
PC Pro Exam Objectives:


Use Windows utilities (Explorer, attrib command) to find or set drive,
folder, or file attributes.
Schedule and run Disk Cleanup and Disk Defragmentation in Windows.
A+ 220-802 Exam Objectives:


1.3 Given a scenario, use appropriate command line tools.
o OS
 CHKDSK
1.7 Perform preventive maintenance procedures using appropriate tools.
o Best practices
 Scheduled check disks
 Scheduled defragmentation
o Tools
 Check disk
 Defrag
Lecture Focus Questions:


What tasks does Disk Cleanup perform?
Why does fragmentation take place? How does defragmenting improve
how a system performs?
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

How is a lost cluster different from a cross-linked file?
Which utility could you use to detect and mark bad clusters?
Video/Demo
Time
5.10.1 Storage Optimization
19:59
5.10.2 Optimizing Disks
13:26
Total
33:25
Lab/Activity

Perform Disk Maintenance
Number of Exam Questions
4 questions
Total Time
About 45 minutes
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Section 6.1: Networking Overview
Summary
This section provides an overview of networking. Concepts covered include:






The components that make a network
o Computer systems
o Network devices
o Transmission medium
o Network interfaces
o Protocols
The role of networks
The types of networks
o Peer-to-peer
o Client/server
Classifying networks based on size:
o Local Area Network (LAN)
o Wide Area Network (WAN)
o Metropolitan Area Network (MAN)
o Personal Area Network (PAN)
Types of network topologies:
o Physical
o Logical
Common physical topologies:
o Bus
o Ring
o Star
o Mesh
A+ 220-801 Exam Objectives:

2.8
o
o
o
o
o
Identify various types of networks.
LAN
WAN
PAN
MAN
Topologies
 Mesh
 Ring
 Bus
 Star
 Hybrid
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A+ 220-802 Exam Objectives:

1.6
Setup and configure Windows networking on a client/desktop.
o WorkGroup vs. domain setup
Lecture Focus Questions:




In what ways does a network benefit a company? What is the main
drawback to implementing a network?
Why are protocols important for networking?
What are the advantages of a client/server network when compared to a
peer-to-peer network?
What factor usually causes LANs to have a higher bandwidth than WANs?
Video/Demo
Time
6.1.1 Networking
9:17
6.1.2 Network Types
9:34
6.1.4 Network Topologies
Total
13:27
32:18
Number of Exam Questions
18 questions
Total Time
About 60 minutes
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Section 6.2: Network Hardware
Summary
This section provides an overview of network hardware. Concepts covered
include:


Hardware devices used on a network:
o Media
o Network adapter
o Hub
o Switch
o Router
o Bridge
Details about network adapters
PC Pro Exam Objectives:

Given a scenario and networking requirements, select the necessary
connectivity hardware (such as wired network adapters, wireless network
adapters, and networking devices).
A+ 220-801 Exam Objectives:

2.9 Compare and contrast network devices their functions and features.
o Hub
o Switch
o Router
o Access point
o Bridge
o Modem
o NAS
o Firewall
o VoIP phones
o Internet appliance
A+ 220-802 Exam Objectives:

1.6 Setup and configure Windows networking on a client/desktop.
o Network card properties
 Half duplex/full duplex/auto
 Speed
 Wake-on-LAN
 PoE
 QoS
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Lecture Focus Questions:








What is the transmission medium for wireless networks?
What is the difference between half-duplex mode and a full-duplex mode?
What are the main differences between a hub and a switch? What makes
a switch a better choice for many networks?
Which device would you use to connect two network segments with
different subnet addresses?
What type of device connects hosts using different transmission media on
the same subnet?
What letters are used in Ethernet standards to identify copper cables?
Which networking types are most readily available in every part of the
country?
How does DSL provide support for both analog and digital data on the
same telephone line?
Video/Demo
Time
6.2.1 Network Devices 1
16:18
6.2.2 Network Devices 2
15:46
6.2.4 Networking Adapters
12:13
Total
44:17
Lab/Activity

Select and Install a Network Adapter
Number of Exam Questions
9 questions
Total Time
About 65 minutes
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Section 6.3: Networking Media
Summary
This section discusses the following networking media:



Coaxial cables:
o Components that make up a coaxial cable:
 Concentric metallic conductors
 Inner conductor
 Mesh conductor
 Insulator
 PVC sheath
o Advantages and disadvantages
o Grades of coaxial cable:
 RG-58
 RG-59
 RG-6
 RG-8
o Connectors used with coaxial cable:
 F-Type
 BNC
Twisted pair cables:
o Components that make up twisted pair cabling
o Advantages and disadvantages
o Grades of unshielded twisted pair (UTP) cable types:
 Phone cable
 Cat 3
 Cat 5
 Cat 5e
 Cat 6
o Connectors used with twisted pair cables
 RJ-11
 RJ-45
o Cable configurations:
 Straight-through
 Cross-over
Fiber Optic cabling:
o Components that make up a fiber optic cable
o Advantages and disadvantages
o Types of fiber cables
 Single Mode
 Multi-mode
o Connector types for fiber optic cabling:
 ST Connector
 SC Connector
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

LC Connector
MT-RJ Connector
Students will learn how to:


Select the appropriate network card, cable, and connector type for a given
network.
Install a network card.
PC Pro Exam Objectives:


Identify Ethernet networking cables and connectors by sight or name.
Given a scenario and networking requirements, select the necessary
connectivity hardware (such as wired network adapters, wireless network
adapters, and networking devices).
A+ 220-801 Exam Objectives:


2.1
Identify types of network cables and connectors.
o Fiber
 Connectors: SC, ST and LC
o Twisted Pair
 Connectors: RJ-11, RJ-45
 Wiring standards: T568A, T568B
o Coaxial
 Connectors: BNC, F-connector
2.2 Categorize characteristics of connectors and cabling.
o Fiber
 Types (single-mode vs. multi-mode)
 Speed and transmission limitations
o Twisted pair
 Types: STP, UTP, CAT3, CAT5, CAT5e, CAT6, plenum,
PVC
 Speed and transmission limitations
o Coaxial
 Types: RG-6, RG-59
 Speed and transmission limitations
Lecture Focus Questions:





What are the advantages of using coaxial cable? Disadvantages?
Which coaxial cable grade is usually used with cable and satellite TV?
Why are wires twisted together in twisted pair cables?
What is the difference between STP and UTP cabling?
What is the difference between Cat3 and Cat5 cable?
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



Which connector type and cable grade is used to connect a cable modem
to the Internet connection?
What advantages do fiber optic cables offer over twisted pair or other
media choices? What are the disadvantages to implementing fiber optic
cables?
What is the difference between single mode and multi-mode cables?
How can you tell the difference between an ST and an SC connector?
Video/Demo
6.3.1 Cable Media
Time
19:59
Number of Exam Questions
13 questions
Total Time
About 45 minutes
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Section 6.4: Ethernet
Summary
This section provides an overview of the basics of using Ethernet. Concepts
covered include:


Components used to create an Ethernet network:
o Network interface card
o Networking media
o Connection devices
o Standards
o Distance
o Power
Ethernet standards
Students will learn how to:

Select devices and media to create an Ethernet network.
PC Pro Exam Objectives:



Identify Ethernet networking cables and connectors by sight or name.
Given a scenario and networking requirements, select the necessary
connectivity hardware (such as wired network adapters, wireless network
adapters, and networking devices).
Given a set of basic IPv4 configuration settings or a network diagram,
configure a wired, wireless, or dialup network connection in Windows.
A+ 220-801 Exam Objectives:


2.1
Identify types of network cables and connectors.
o Fiber
 Connectors: SC, ST and LC
o Twisted Pair
 Connectors: RJ-11, RJ-45
 Wiring standards: T568A, T568B
o Coaxial
 Connectors: BNC, F-connector
2.2 Categorize characteristics of connectors and cabling.
o Fiber
 Types (single-mode vs. multi-mode)
 Speed and transmission limitations
o Twisted pair
 Types: STP, UTP, CAT3, CAT5, CAT5e, CAT6, plenum,
PVC
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
 Speed and transmission limitations
o Coaxial
 Types: RG-6, RG-59
 Speed and transmission limitations
2.9 Compare and contrast network devices their functions and features.
o Hub
o Switch
o Router
o Access point
o Bridge
o Modem
o NAS
o Firewall
o VoIP phones
o Internet appliance
Lecture Focus Questions:






What cable types can be used on an Ethernet network?
What is the most common cable type and connector?
What is the difference between a hub and a switch? Why should you
choose a switch over a hub?
When would you use a router on an Ethernet network?
What cable type and speed are supported on a 1000BaseT network?
What is the maximum cable length for a 100BaseTX network?
Video/Demo
6.4.1 Ethernet
Time
7:29
Number of Exam Questions
4 questions
Total Time
About 15 minutes
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Section 6.5: Network Addressing
Summary
In this section students will learn the basics of how network devices use
addresses to identify other devices. Concepts covered include:




The role of MAC addresses
The role of logical addresses
o Network
o Host
The role of IP addresses
IP classes
PC Pro Exam Objectives:

Given a set of basic IPv4 configuration settings or a network diagram,
configure a wired, wireless, or dialup network connection in Windows.
A+ 220-801 Exam Objectives:

2.3
o
o
o
o
o
o
Explain properties and characteristics of TCP/IP.
IP class
 Class A
 Class B
 Class C
Static vs. dynamic
Client-side DNS
DHCP
Subnet mask
Gateway
Lecture Focus Questions:





What is the difference between a MAC address and an IP address? Which
address can you assign to a computer?
How does the IP address indicate both the network and the node
address? What is used to identify each part of the address?
What is the address class of IP address 133.66.155.189?
What is the default subnet mask for the IP address 166.88.1.45? What is
the network address? What is the host address?
What happens to the MAC address when you move a computer to another
network?
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Video/Demo
Time
6.5.1 Device Addressing
11:42
6.5.2 IP Addressing
14:35
Total
26:17
Number of Exam Questions
7 questions
Total Time
About 35 minutes
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Section 6.6: IP Configuration
Summary
This section explores configuration settings required to connect to a TCP/IP
network. Concepts covered include:



Required parameters:
o IP address
o Subnet mask
o Default gateway
o DNS server
o Host name
Methods to configure TCP/IP parameters:
o Static
o Dynamic Host Configuration Protocol (DHCP)
o Automatic Private IP Addressing (APIPA)
o Alternate IP configuration
Facts about IP address assignments
Students will learn how to:


View the status of network connections.
Configure basic IP configuration values necessary to connect to the
Internet.
PC Pro Exam Objectives:

Given a set of basic IPv4 configuration settings or a network diagram,
configure a wired, wireless, or dialup network connection in Windows.
A+ 220-801 Exam Objectives:

2.3
o
o
o
o
o
o
o
o
Explain properties and characteristics of TCP/IP.
IP class
 Class A
 Class B
 Class C
IPv4 vs. IPv6
Public vs. private vs. APIPA
Static vs. dynamic
Client-side DNS
DHCP
Subnet mask
Gateway
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A+ 220-802 Exam Objectives:

1.6
Setup and configure Windows networking on a client/desktop.
o Configuring an alternative IP address in Windows
 IP addressing
 Subnet mask
 DNS
 Gateway
Lecture Focus Questions:




What service is used to automatically assign TCP/IP configuration
information to hosts?
When assigning IP addresses to hosts, which portions of the configuration
must match values used by other hosts in the same subnet?
A router has two network interfaces, each connected to a different subnet.
When configuring the default gateway value on a host, which IP address
would you use?
What capability does the DNS server address provide? What would
happen if the computer was not configured to use a DNS server?
Video/Demo
6.6.1 IP Configuration
Time
13:36
6.6.2 TCP/IP Configuration Methods
7:20
6.6.3 Configuring TCP/IP Properties
17:36
Total
38:32
Lab/Activity


Configure TCP/IP Settings
Configure Alternate TCP/IP Settings
Number of Exam Questions
11 questions
Total Time
About 65 minutes
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Section 6.7: IP version 6
Summary
This section discusses the following details about the new IP version 6
addressing standard:




Reason for the new addressing standard.
Size and format of the new addresses.
Concise forms for addresses with consecutive zeros.
Parts of the 128-bit address:
o Prefix
o Interface ID
A+ 220-801 Exam Objectives:

2.3
Explain properties and characteristics of TCP/IP.
o IPv4 vs. IPv6
Lecture Focus Questions:





What is the primary reason for developing IPv6?
How many hexadecimal numbers are in an IPv6 address?
What do you add to an IPv6 address when you remove one or more
quartets with all 0’s?
What information is included within the IPv6 address prefix?
How many numbers are used for the interface ID?
Video/Demo
6.7.1 IP version 6
Time
8:13
Number of Exam Questions
3 questions
Total Time
About 15 minutes
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Section 6.8: Protocols
Summary
This section explores how protocols are used to allow computers to communicate
on a network. Details discussed include:


Common protocol suites:
o IP
o NetBIOS
Protocols in the TCP/IP protocol suite:
o HyperText Transfer Protocol (HTTP)
o HyperText Transfer Protocol over Secure Socket Layer or HTTP
over SSL (HTTPS)
o File Transfer Protocol (FTP)
o Simple Mail Transfer Protocol (SMTP)
o Internet Message Access Protocol (IMAP)
o Post Office Protocol 3 (POP3)
o Remote Terminal Emulation (Telnet)
o Secure Shell (SSH)
o Secure FPT (SFTP)
o Domain Name System (DNS)
o Remote Desktop protocol (RDP)
o Dynamic Host Configuration Protocol (DHCP)
o Lightweight Directory Access Protocol (LDAP)
o Simple Network Management Protocol (SNMP)
o Server Message Block (SMB)
A+ 220-801 Exam Objectives:

2.4
Explain common TCP and UDP ports, protocols, and their purpose.
o Ports
 21 - FTP
 23 - TELNET
 25 - SMTP
 53 - DNS
 80 - HTTP
 110 - POP3
 143 - IMAP
 443 - HTTPS
 3389 - RDP
o Protocols
 DHCP
 DNS
 LDAP
 SNMP
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 SMB
 SSH
 SFTP
o TCP vs. UDP
Lecture Focus Questions:






What is the difference between a protocol and a protocol suite?
What is the most common protocol suite used by computers today? Why?
What are three e-mail protocols? How are they different?
How can you tell if your browser is using SSL?
How is FTP different from HTTP? When would you use FTP over HTTP?
What is a secure alternative to Telnet?
Video/Demo
6.8.1 Network Protocols
Time
5:03
Number of Exam Questions
12 questions
Total Time
About 20 minutes
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Section 6.9: 802.11 Wireless
Summary
In this section students will learn the basics of wireless networks. Concepts
covered include:







Wireless networking architecture:
o Devices
o Connection methods
o SSID (Service Set Identifier)
IEEE standards
o 802.11a
o 802.11b
o 802.11g
o 802.11n
802.11n technologies to improve speed or distance
o Multiple Input Multiple Output (MIMO)
o Channel bonding
Details about wireless networks
Authentication methods for wireless networks
o Open
o Shared key
o 802.1x
Standards to provide security for wireless networking:
o Wired Equivalent Privacy (WEP)
o Wi-Fi Protected Access (WPA)
o Wi-Fi Protected Access 2 (WPA2) or 802.11i
Methods to limit access:
o Change the administrator account name and password
o Change SSID from defaults
o Enable MAC address filtering
o Disable DHCP
Students will learn how to:

Configure a wireless connection.
PC Pro Exam Objectives:


Given a scenario and networking requirements, select the necessary
connectivity hardware (such as wired network adapters, wireless network
adapters, and networking devices).
Given a set of basic IPv4 configuration settings or a network diagram,
configure a wired, wireless, or dialup network connection in Windows.
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A+ 220-801 Exam Objectives:

2.5 Compare and contrast wireless networking standards and encryption
types.
o Standards
 802.11 a/b/g/n
 Speeds, distances and frequencies
o Encryption types
 WEP, WPA, WPA2, TKIP, AES
A+ 220-802 Exam Objectives:

1.6
Setup and configure Windows networking on a client/desktop.
o Establish networking connections
 Wireless
Lecture Focus Questions:









What type of device is required to create an infrastructure wireless
network configuration?
What is the purpose of an SSID?
Which wireless standards are typically backwards compatible with
802.11a?
Two access points are part of the same wireless network. Should they use
the same or a different channel? Why?
How does MIMO differ from channel bonding?
Why can some 802.11g devices claim to support up to 108 Mbps when
the standard has a limit of 54 Mbps?
What happens to the speed of a wireless connection as you move away
from the access point?
You are using WEP for a small home network. Which authentication type
should you use?
Why should default security settings be changed when dealing with
wireless networking?
Video/Demo
Time
6.9.1 Wireless Networking
15:46
6.9.3 Wireless Security
10:23
6.9.5 Configuring a Wireless Connection
Total
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32:56
103
Lab/Activity


Connect to a Wireless Network
Configure a Wireless Profile
Number of Exam Questions
13 questions
Total Time
About 65 minutes
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Section 6.10: Infrared and Bluetooth
Summary
This section examines two additional wireless communication methods that can
be used:


Infrared (IrDA)
Bluetooth
o Common applications for Bluetooth include:
 Connecting peripheral devices
 Wireless headphones and headsets
 Device-to-device connections
Students will learn how to:



Configure a Windows device to be discoverable for Bluetooth connections.
Create a pairing between two Bluetooth devices.
Configure synchronization and service settings for Bluetooth devices.
A+ 220-801 Exam Objectives:

1.7 Compare and contrast various connection interfaces and explain
their purpose.
o Speeds, distances and frequencies of wireless device connections
 Bluetooth
 IR
 RF
Lecture Focus Questions:





What are typical infrared devices and applications?
What advantages does Bluetooth offer over infrared?
Which types of devices typically use Bluetooth wireless?
How does Bluetooth avoid interference with other Bluetooth devices in the
area?
Of the three classes that Bluetooth devices are classified to, which
transmits the farthest? Which is the most common class used by devices?
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Video/Demo
Time
6.10.1 Infrared and Bluetooth
4:50
6.10.2 Configuring Bluetooth Connections
8:21
Total
13:11
Number of Exam Questions
8 questions
Total Time
About 25 minutes
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Section 6.11: Internet Connectivity
Summary
This section discusses the services used to connect to the Internet:






Dialup
Digital Subscriber Line (DSL)
Integrated Services Digital Network (ISDN)
Cable
Cellular
Satellite
PC Pro Exam Objectives:


Given a scenario and networking requirements, select the necessary
connectivity hardware (such as wired network adapters, wireless network
adapters, and networking devices).
Given a set of basic IPv4 configuration settings or a network diagram,
configure a wired, wireless, or dialup network connection in Windows.
A+ 220-801 Exam Objectives:

2.7 Compare and contrast Internet connection types and features.
o Cable
o DSL
o Dial-up
o Fiber
o Satellite
o ISDN
o Cellular (mobile hotspot)
o Line of sight wireless internet service
o WiMAX
Lecture Focus Questions:







In which situations would a PSTN still be the best Internet option? Why?
How does DSL enable you to talk on the phone and connect to the
Internet at the same time?
What is the difference between BRI and PRI service levels when dealing
with ISDN Internet?
Which Internet connectivity options send digital signals over telephone
lines?
What is a disadvantage of cellular Internet access?
What is required for a satellite Internet connection?
How does VoIP replace dialup telephone access?
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Video/Demo
Time
6.11.1 Internet Services
21:14
6.11.2 Internet Connections
13:20
6.11.6 Creating a Dial-up Internet Connection
Total
6:48
41:22
Lab/Activity



Configure a Cable Internet Connection
Configure a DSL Internet Connection
Configure a Dialup Internet Connection
Number of Exam Questions
12 questions
Total Time
About 75 minutes
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Section 6.12: SOHO Configuration
Summary
This section discusses configuring small office/home office (SOHO) networks.
Details include:




The role of a SOHO network
Devices used in a typical SOHO network
General steps to configure the access point or router to provide the
Internet connection:
o Configure the Internet connection
o Enable NAT
o Configure DHCP
o Additional configuration steps
Access Point configuration steps:
o Change the default SSID
o Configure the wireless protocol
o Configure the channel
o Configure encryption and authentication
o Enable MAC address filtering
o Disable DHCP for wireless clients
o Access point placement
Students will learn how to:


Configure an Internet connection for a small office/home office network
using various connection technologies.
Configure a wired and wireless local area network with a single subnet.
PC Pro Exam Objectives:


Given a scenario and networking requirements, select the necessary
connectivity hardware (such as wired network adapters, wireless network
adapters, and networking devices).
Given a set of basic IPv4 configuration settings or a network diagram,
configure a wired, wireless, or dialup network connection in Windows.
A+ 220-801 Exam Objectives:

2.6 Install, configure, and deploy a SOHO wireless/wired router using
appropriate settings.
o MAC filtering
o Channels (1 - 11)
o Port forwarding, port triggering
o SSID broadcast (on/off)
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o
o
o
o
o
o
o
Wireless encryption
Firewall
DHCP (on/off)
DMZ
NAT
WPS
Basic QoS
Lecture Focus Questions:







In a SOHO network, which types of devices are typically used to connect
the location to the Internet?
What function does enabling NAT on the router provide for a SOHO
network?
What is the difference between a public and a private IP address? What
are the private IP address ranges?
What are the advantages of turning off SSID broadcasting?
What is the purpose of MAC address filtering?
Once DHCP is disabled on a wireless access point, what three elements
would an attacker have to configure to be able to connect?
What guidelines should you consider when selecting the location of the
access point to ensure the signal strength and network access?
Video/Demo
6.12.1 SOHO Configuration
6.12.3 Configuring a SOHO Router
6.12.5 Configuring a Wireless Access Point
Total
Time
13:36
8:52
13:42
36:10
Lab/Activity

Configure a Wireless Infrastructure
Number of Exam Questions
15 questions
Total Time
About 65 minutes
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Section 6.13: Network Utilities
Summary
This section discusses the tools to troubleshoot network problems.







Ipconfig
Ping
Tracert
Nslookup
Netstat
Nbstat
Telnet or SSH
Students will learn how to:




Use ipconfig to find TCP/IP configuration information.
Use ipconfig to release and renew a DHCP lease.
Use ping and tracert to test connectivity.
Use nslookup to resolve hostnames and test name resolution.
PC Pro Exam Objectives:

Use the following networking utilities to view the existing network
configuration, test network communications, and troubleshoot basic
connectivity problems:
o ipconfig
o ping
o tracert
A+ 220-802 Exam Objectives:


1.3
Given a scenario, use appropriate command line tools.
o Networking
 PING
 TRACERT
 NETSTAT
 IPCONFIG
 NET
 NSLOOKUP
 NBTSTAT
4.5 Given a scenario, troubleshoot wired and wireless networks with
appropriate tools.
o Tools
 PING
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




IPCONFIG
TRACERT
NETSTAT
NBTSTAT
NET
Lecture Focus Questions:



What are the similarities and differences between ping and tracert?
What information can you get from the netstat command?
Which utilities can be used to perform remote management of servers?
Video/Demo
Time
6.13.1 Network Utilities
6:06
6.13.2 Using Ipconfig
5:36
6.13.6 Using Ping and Tracert
6.13.7 Using Nslookup
Total
10:54
4:45
27:21
Lab/Activity



Find Configuration Information 1
Find Configuration Information 2
Find Configuration Information 3
Number of Exam Questions
13 questions
Total Time
About 60 minutes
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Section 6.14: HomeGroup
Summary
This section discusses using HomeGroup to share manage and manage
authentication of resources on a home network. Concepts covered include:





Creating a HomeGroup
Using the HomeGroup utility to manage the HomeGroup
Joining a HomeGroup
Sharing files and folders with the HomeGroup
Starting the HomeGroup configuration automatically
Students will learn how to:



Create a HomeGroup.
Join an existing HomeGroup.
Share resources with a HomeGroup.
PC Pro Exam Objectives:

Given a set of basic IPv4 configuration settings or a network diagram,
configure a wired, wireless, or dialup network connection in Windows.
A+ 220-802 Exam Objectives:

1.6 Setup and configure Windows networking on a client/desktop.
o HomeGroup, file/print sharing
Lecture Focus Questions:



How does the network interface profile affect your ability to create or join a
HomeGroup?
How many HomeGroups can a single computer join? How many
HomeGroups can exist on a single LAN segment?
How is access to a HomeGroup and its resources controlled?
Video/Demo
6.14.1 Implementing HomeGroups
Time
8:31
Number of Exam Questions
2 questions
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Total Time
About 15 minutes
©2012 TestOut Corporation (Rev 11/12)
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114
Section 7.1: Printers
Summary
This section discusses facts concerning selecting and installing printers.
Concepts covered include:






Types of printers:
o Dot matrix
o Ink jet (ink dispersion)
o Laser
o Dye sublimation (dye diffusion thermal photo)
o Solid ink
o Thermal
Three general laser printing process:
o Electrophotographic Process (EP)
o HP (Hewlett-Packard) process
o LED (Light-Emitting Diode) process
Components of laser printers
Steps in the laser printing process:
o Cleaning
o Conditioning
o Writing
o Developing
o Transferring
o Fusing
Types of printer connections:
o Parallel
o Serial
o USB, IEEE 1394
o Infrared/Wireless
o SCSI
o Network
Factors to consider when purchasing a printer:
o Connection interface
o Print quality
o Print speed
o Memory
o Additional features
Students will learn how to:


Choose a printer to fulfill the requirements for a given situation.
Install printers using the correct cabling, connectors, and ports.
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PC Pro Exam Objectives:

Given an existing system, select and install a printer to meet end-user
requirements.
A+ 220-801 Exam Objectives:

4.1 Explain the differences between the various printer types and
summarize the associated imaging process.
o Laser
 Imaging drum, fuser assembly, transfer belt, transfer roller,
pickup rollers, separate pads, duplexing assembly
 Imaging process: processing, charging, exposing,
developing, transferring, fusing and cleaning
o Inkjet
 Ink cartridge, print head, roller, feeder, duplexing assembly,
carriage and belt
 Calibration
o Thermal
 Feed assembly, heating element
 Special thermal paper
o Impact
 Print head, ribbon, tractor feed
 Impact paper
Lecture Focus Questions:






Which printer type is ideal for printing carbon-copy documents?
What is a common application for a thermal printer?
What features are used to describe the quality and speed of print jobs a
printer can produce?
Why does a laser printer use heat in the printing process?
What are the two most common printer interfaces?
How can memory improve the performance of your printer?
Video/Demo
Time
7.1.1 Printer Types
15:47
7.1.3 Laser Printers
4:52
7.1.4 Laser Printing Process
7.1.6 Printer Interfaces
Total
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8:36
39:23
116
Lab/Activity

Choose a Printer
Number of Exam Questions
14 questions
Total Time
About 70 minutes
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Section 7.2: Printer Configuration
Summary
This section examines installing and configuring printers. Concepts covered
include:




Printer configuration terms:
o Print device
o Print driver
o Printer
o Print queue
o Printer port
Process to print a file
Printer languages
o Escape Codes
o Printer Control Language (PCL)
o PostScript
Steps to configure a printer
Students will learn how to:



Install a Plug and Play printer.
Manually configure a parallel or serial printer.
Set and change the default printer.
PC Pro Exam Objectives:

Use Windows utilities to configure printing.
o Configure local USB and parallel printers.
o Share a printer, add printer drivers for other operating systems, and
manage printer permissions.
o Set the default printer.
o Manage print jobs and the print queue.
o Start and stop the print spooler.
o Print a test page.
A+ 220-801 Exam Objectives:

4.2 Given a scenario, install and configure printers.
o Use appropriate printer drivers for a given operating system
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Lecture Focus Questions:



What is the function of the print driver? The print queue?
Which printing component takes the print job from the queue and sends it
to the print device?
What are three common printer languages that printers commonly
understand?
Video/Demo
Time
7.2.1 Printing Configuration
11:55
7.2.2 Installing a Local Printer
19:20
Total
31:15
Lab/Activity

Select and Install a Printer
Number of Exam Questions
5 questions
Total Time
About 45 minutes
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Section 7.3: Network Printing
Summary
This section discusses the basics of configuring network printing. Details include:



Components of network printing:
o Spooling
o Print queue
o Print server
Considerations when configuring network printing:
o Connect the printer to the network
o Use a print server
o Install the printer drivers
Steps to configure a printer attached to a Windows computer as a network
printer
Students will learn how to:


Share a local printer as a network printer.
On a workstation, configure a printer pointing to a network print device.
PC Pro Exam Objectives:

Use Windows utilities to configure printing.
o Connect to a shared printer on a network.
o Share a printer, add printer drivers for other operating systems, and
manage printer permissions.
o Set the default printer.
o Print a test page.
A+ 220-801 Exam Objectives:

4.2 Given a scenario, install, and configure printers.
o Use appropriate printer drivers for a given operating system
o Print device sharing
 Wired
 USB
 Parallel
 Serial
 Ethernet
 Wireless
 Bluetooth
 802.11x
 Infrared (IR)
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 Printer hardware print server
o Printer sharing
 Sharing local/networked printer via Operating System
settings
A+ 220-802 Exam Objectives:

1.6 Setup and configure Windows networking on a client/desktop.
o HomeGroup, file/print sharing
Lecture Focus Questions:





What is the benefit of network printing?
When sharing a printer, why might you need to load additional drivers for
the printer?
Which type of devices can act as a print server?
What is an advantage of having a printer with a built-in print server and
network interface?
When would you use a TCP/IP port when configuring a printer object?
Video/Demo
7.3.1 Network Printing
7.3.2 Installing a Network Printer
Total
Time
8:18
18:32
26:50
Lab/Activity

Configure Network Printing
Number of Exam Questions
3 questions
Total Time
About 40 minutes
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Section 7.4: Printing Management
Summary
In this section students will explore managing printing on a Windows system.
Details include:

Printing components
o Printer properties
o Print queue
o Print server
o Print spooling service
Students will learn how to:




Modify printer properties including printer name, location, availability, and
driver.
Configure printer permissions.
Manage print server properties.
Start and stop the Print Spooler service.
PC Pro Exam Objectives:

Use Windows utilities to configure printing.
o Configure local USB and parallel printers.
o Share a printer, add printer drivers for other operating systems, and
manage printer permissions.
o Set the default printer.
o Manage print jobs and the print queue.
o Start and stop the print spooler.
o Print a test page.
A+ 220-802 Exam Objectives:

1.4 Given a scenario, use appropriate operating system features and
tools.
o Administrative
 Print management
Lecture Focus Questions:


Which two objects would you edit to add additional client drivers for
printers? Which objects allow you to change the port used by a printer?
What printing permissions are required to pause the printer or delete all
print jobs from the print queue?
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
A user prints a document and it is waiting in the print queue to be printed.
Who can delete the print job?
Video/Demo
7.4.1 Configuring Printer Properties
7.4.2 Managing Print Jobs
Total
Time
11:21
8:29
19:50
Lab/Activity


Configure Printer Properties
Manage Printing
Number of Exam Questions
9 questions
Total Time
About 45 minutes
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Section 7.5: Printer Maintenance
Summary
This section discusses preventative maintenance for laser printers. Details
include guidelines for the following elements:




Environment
Maintenance Kits
Toner
Additional types of printers that require periodic maintenance:
o Thermal
o Impact (Dot Matrix)
o Inkjet
Students will learn how to:

Maintain commonly-used printers.
A+ 220-801 Exam Objectives:

4.3 Given a scenario, perform printer maintenance.
o Laser
 Replacing toner, applying maintenance kit, calibration,
cleaning
o Thermal
 Replace paper, clean heating element, remove debris
o Impact
 Replace ribbon, replace print head, replace paper
Lecture Focus Questions:





How do you clean an ink jet printer head?
How does the EP process differ from the LED process to create an
electrostatic charge to hold dry toner to the paper's surface?
In the laser printing process, how does the primary corona prepare the
photosensitive drum for writing?
What is the best way to clean up a toner spill?
How does paper quality affect a printer?
Video/Demo
7.5.1 Maintaining Laser Printers
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Number of Exam Questions
6 questions
Total Time
About 25 minutes
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Section 8.1: Notebook Computers
Summary
This section provides an overview of portable devices. Concepts covered
include:








How notebooks and other portable devices differ from desktop systems.
Classifications for portable devices:
o Notebook (or laptop)
o Tablet PC
o PDA (Personal Digital Assistant)
o Smart phone
o Netbook
Components in a notebook system:
o Processor
o Memory
o Keyboard
o Pointing devices
o Video
o Networking
o Internal hard disks
o Docking station
o Additional devices:
 Removable drive bays
 USB and Firewire ports
 ExpressCard card slots
 Card readers
The role of PC cards
Types of PC Cards
o Type 1
o Type II
o Type III
PCI Express or ExpressCard standard
Methods to save power on notebook systems
Types of batteries that may be used in portable devices:
o Nickel Cadmium (Ni-Cad)
o Nickel Metal Hydride (NiMH)
o Lithium Ion (Li-Ion)
o Fuel Cell
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Students will learn how to:


Identify notebook external components.
Add peripheral devices to notebook computers using US, PCMCIA, and
ExpressCard slots.
A+ 220-801 Exam Objectives:


3.1
Install and configure laptop hardware and components.
o Expansion options
 Express card /34
 Express card /54
 PCMCIA
 SODIMM
 Flash
o Hardware/device replacement
 Keyboard
 Hard Drive (2.5 vs. 3.5)
 Memory
 Optical drive
 Wireless card
 Mini-PCIe
 Screen
 DC jack
 Battery
 Touchpad
 Plastics
 Speaker
 System board
 CPU
3.3 Compare and contrast laptop features.
o Special function keys
 Dual displays
 Wireless (on/off)
 Volume settings
 Screen brightness
 Bluetooth (on/off)
 Keyboard backlight
o Docking station vs. port replicator
o Physical laptop lock and cable lock
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Lecture Focus Questions:








Why do processors for laptop computers not require the large heat sink
and fan combinations that are used in PCs to dissipate heat?
What types of devices do notebooks use instead of a mouse?
What is the function of the docking station?
What kinds of components are typically built into a notebook computer?
How do you add devices to a notebook computer?
What is the battery memory effect that is present in Ni-cad batteries?
What advantages do NiMH batteries have over Li-Ion batteries?
How should you dispose of notebook batteries?
Video/Demo
Time
8.1.1 Notebook Computers
19:31
8.1.2 Notebook Connectors
10:58
Total
30:29
Number of Exam Questions
15 questions
Total Time
About 60 minutes
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Section 8.2: Notebook Components
Summary
This section discusses considerations when upgrading or repairing notebook
components. Concepts covered include:


Considerations when upgrading or repairing notebook components
Factors to consider when working with the following components:
o Hard drive
o Memory
o Keyboard
o Touchpad
o Wireless network card
o Processor
o LCD display
Students will learn how to:




Replace a hard disk in a notebook computer.
Add memory to a notebook.
Change notebook components such as the keyboard, video card, or other
internal components.
Troubleshoot problems with notebook components.
A+ 220-801 Exam Objectives:

3.1
Install and configure laptop hardware and components.
o Expansion options
 Express card /34
 Express card /54
 PCMCIA
 SODIMM
 Flash
o Hardware/device replacement
 Keyboard
 Hard Drive (2.5 vs. 3.5)
 Memory
 Optical drive
 Wireless card
 Mini-PCIe
 Screen
 DC jack
 Battery
 Touchpad
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

 Plastics
 Speaker
 System board
 CPU
3.2 Compare and contrast the components within the display of a laptop.
o Types
 LCD
 LED
 OLED
 Plasma
o Wi-Fi antenna connector/placement
o Inverter and its function
o Backlight
3.3 Compare and contrast laptop features.
o Special function keys
 Dual displays
 Wireless (on/off)
 Volume settings
 Screen brightness
 Bluetooth (on/off)
 Keyboard backlight
o Docking station vs. port replicator
o Physical laptop lock and cable lock
Lecture Focus Questions:






How do you identify the location of components and replacement
procedures for notebook systems?
How can you tell if a failed notebook display is caused by the screen or
the video card?
How can you continue to use a notebook if a built-in component (such as
a keyboard, pointing device, or network card) fails?
When purchasing a replacement internal drive for a notebook, which
specifications should you verify before the purchase?
What type of notebook internal components may require you to remove
the keyboard before replacing that component?
How do you fix common problems with a notebook touchpad?
Video/Demo
Time
8.2.1 Changing a Notebook Hard Disk
2:43
8.2.2 Adding Notebook Memory
4:48
8.2.3 Changing a Notebook Keyboard
4:30
8.2.4 Replacing LCD Components
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8.2.5 Replacing Internal Notebook Components
Total
9:04
38:54
Number of Exam Questions
15 questions
Total Time
About 60 minutes
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Section 8.3: Notebook Power Management
Summary
This section examines configuring power management. Concepts covered
include:




Advanced Configuration and Power Interface (ACPI) standards
ACPI power states:
o On
o Enabled
o Standby
o Suspend
o Hibernate
The role of Power Schemes to manage power for the system
Issues involved with power settings
Students will learn how to:


Change the current power scheme used by a computer.
Create, modify, and save power schemes.
A+ 220-802 Exam Objectives:

1.5 Given a scenario, use Control Panel utilities (the items are organized
by "classic view/large icons" in Windows).
o Power options
 Hibernate
 Power plans
 Sleep/suspend
 Standby
Lecture Focus Questions:



What is the difference between standby and suspend?
What devices are controlled through Windows Power Schemes?
What is the purpose of the WoL feature?
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Video/Demo
8.3.1 Portable Power
8.3.2 Configuring Power Options
Total
Time
9:35
10:47
20:22
Lab/Activity


Edit Power Options
Create a Power Plan
Number of Exam Questions
4 questions
Total Time
About 40 minutes
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Section 8.4: Mobile Devices
Summary
In this section students will learn about the following key features of table PCs:









Touch screen interface
Accelerometer
Gyroscope
Internal storage
Networking capabilities
Phone
Operating system
Architecture
Apps
Students will learn how to:



Connect a mobile device to a wireless network.
Secure a mobile device.
Synchronize data between a mobile device and desktop PC or notebook
computer.
A+ 220-802 Exam Objectives:


3.1 Explain the basic features of mobile operating systems.
o Android vs. iOS
 Open source vs. closed source/vendor specific
 App source (app store and market)
 Screen orientation (accelerometer/gyroscope)
 Screen calibration
 GPS and geotracking
3.2 Establish basic network connectivity and configure email.
o Wireless / cellular data network (enable/disable)
o Bluetooth
 Enable Bluetooth
 Enable pairing
 Find device for pairing
 Enter appropriate pin code
 Test connectivity
o Email configuration
 Server address
 POP3
 IMAP
 Port and SSL settings
 Exchange
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


 Gmail
3.3 Compare and contrast methods for securing mobile devices.
o Passcode locks
o Remote wipes
o Locator applications
o Remote backup applications
o Failed login attempts restrictions
o Antivirus
o Patching/OS updates
3.4 Compare and contrast hardware differences in regards to tablets and
laptops.
o No field serviceable parts
o Typically not upgradeable
o Touch interface
 Touch flow
 Multitouch
o Solid state drives
3.5 Execute and configure mobile device synchronization.
o Types of data to synchronize
 Contacts
 Programs
 Email
 Pictures
 Music
 Videos
o Software requirements to install the application on the PC
o Connection types to enable synchronization
Lecture Focus Questions:







What is the difference between a notebook computer and mobile device?
What operating systems run on mobile devices?
What features are commonly included in mobile devices?
How do you install apps on a mobile device?
How do you connect a mobile device to a network?
How do you secure a mobile device?
How do you synchronize data between a mobile device and desktop PC or
notebook computer?
Video/Demo
Time
8.4.1 Mobile Device Overview
14:19
8.4.3 Networking Mobile Devices
10:08
8.4.4 Synchronizing Mobile Devices
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8.4.5 Securing Mobile Devices
8.4.6 Configuring Email on Mobile Devices
8.4.7 Maintaining Mobile Devices
Total
11:05
4:57
10:06
57:42
Lab/Activity

Manage Mobile Devices
Number of Exam Questions
6 questions
Total Time
About 70 minutes
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Section 9.1: Windows System Tools
Summary
This section discusses Windows tools and utilities. System tools covered include:
















Control Panel
Task Manager
Microsoft Management Console (MMC)
Computer Management
Event Viewer
Services
Performance Monitor
Reliability Monitor
System Information (Msinfo32)
System Configuration Utility (Msconfig)
DirectX Diagnostic Tool (Dxdiag)
Command Prompt
Regedit
Data Sources
Windows Memory Diagnostics
Advanced Security
Students will learn how to:




Use system tools to view current performance statistics.
Use system tools to view configuration information for your computer.
Use prebuilt and custom management consoles to manage your
computer.
View and edit registry settings.
A+ 220-802 Exam Objectives:

1.4 Given a scenario, use appropriate operating system features and
tools.
o Administrative
 Device manager
 Performance monitor
 Services
 System configuration
o MSCONFIG
 General
 Boot
 Services
 Startup
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 Tools
o Task Manager
 Applications
 Processes
 Performance
 Networking
 Users
o Run line utilities
 MSCONFIG
 REGEDIT
 SERVICES.MSC
 MMC
 MSINFO32
 DXDIAG
Lecture Focus Questions:







What are the differences between the Control Panel and Task Manager?
Which tool lets you view running tasks and current memory use?
What are the three types of events you might see in Event Viewer?
What elements can affect the operating system's stability index that
Reliability Monitor provides?
How does Msconfig differ from Msinfo32? When are you more likely to use
Msconfig over Msinfo32?
Which of the following utilities typically shows the same information
included in the other two utilities: Msconfig, Msinfo32, Dxdiag?
How should you normally modify settings in the registry?
Video/Demo
Time
9.1.1 Using Task Manager
20:48
9.1.2 Using Control Panel
18:59
9.1.3 Using Management Consoles
12:43
9.1.4 Viewing System Configuration Information
15:52
9.1.5 Using Regedit
9.1.7 System Commands
Total
8:55
17:12
94:29
Number of Exam Questions
15 questions
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Total Time
About 115 minutes
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Section 9.2: Preferences and Settings
Summary
This section provides information about the following settings you can use to
customize Windows:




Aero
Sidebar
Indexing
Region and Language Settings
Students will learn how to:




Update the performance base score for a computer.
Add or remove gadgets from the Sidebar.
Add and remove file locations for indexing.
Configure locales, regional settings, and alternate input languages.
A+ 220-802 Exam Objectives:


1.1 Compare and contrast the features and requirements of various
Microsoft Operating Systems.
o Features:
 32-bit vs. 64-bit
 Aero, gadgets, user account control, BitLocker, shadow
copy, system restore, ready boost, sidebar, compatibility
mode, XP mode, easy transfer, administrative tools,
defender, Windows firewall, security center, event viewer,
file structure and paths, category view vs. classic view
1.2 Given a scenario, install and configure the operating system using
the most appropriate method.
o Time/date/region/language settings
Lecture Focus Questions:






In what versions is Windows Aero available?
What is the minimum base score to support all Aero features?
What would you use the Sidebar for in Windows Vista?
Where can you display gadgets?
How does indexing improve finding files on your computer?
What types of changes does Region and Language Settings make on your
computer?
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Video/Demo
Time
9.2.1 Personalizing Windows 1
11:36
9.2.2 Personalizing Windows 2
11:43
Total
23.19
Number of Exam Questions
5 questions
Total Time
About 30 minutes
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Section 9.3: Performance Monitoring
Summary
This section discusses monitoring components to improve system performance:



Components
o Processor (CPU)
o Hard disk
o Memory
o Network
Terms to identify system performance statistics
o Counter
o Object
Counters to be familiar with:
o % Processor Time (processor utilization)
o % Disk Time (highest active time)
o Average Disk Queue Length
o Available, used, and free physical memory
o Memory committed bytes (commit charge)
o Page file usage
o Memory pages per second
o Network Utilization
Students will learn how to:

Monitor system performance using Task Manager and Performance
Monitor.
A+ 220-802 Exam Objectives:

1.4 Given a scenario, use appropriate operating system features and
tools.
o Administrative
 Performance monitor
o Task Manager
 Applications
 Processes
 Performance
 Networking
 Users
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Lecture Focus Questions:







Which components are commonly examined when you need to improve
system performance?
When examining system performance statistics, what is the difference
between counters and objects?
What is indicated when the processor utilization statistic is consistently
over 90%?
How can you remedy the situation when the amount of memory being
used is close to the amount of RAM installed?
When the page file usage is near 100%, what measures should you take
to remedy the situation?
What causes thrashing? Which statistic might be examined to identify
thrashing?
Which statistics should be examined when you are suspicious there might
be a bottleneck at the network adapter?
Video/Demo
9.3.1 Performance Monitoring
9.3.2 Monitoring System Performance
Total
Time
3:41
16:32
20:13
Number of Exam Questions
3 questions
Total Time
About 30 minutes
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Section 9.4: Users and Groups
Summary
This section discusses using user accounts to control who can use a computer.
Details include:



Windows default groups:
o Administrators
o Backup Operators
o Power Users
o Users
o Guests
User Account Control (UAC)
Settings for UAC in Windows 7:
o Always notify
o Notify me only when programs try to make changes to my computer
o Notify me only when programs try to make changes to my computer
(do not dim my desktop)
o Never notify
Students will learn how to:




Create limited and administrator users.
Create groups and modify group membership.
Supply credentials at the UAC prompt.
Enable or disable UAC prompts.
PC Pro Exam Objectives:


Configure local users and groups for a Windows system.
Configure User Access Control (UAC) settings in Windows 7.
A+ 220-802 Exam Objectives:


1.1 Compare and contrast the features and requirements of various
Microsoft Operating Systems.
o Features:
 Aero, gadgets, user account control, BitLocker, shadow
copy, system restore, ready boost, sidebar, compatibility
mode, XP mode, easy transfer, administrative tools,
defender, Windows firewall, security center, event viewer,
file structure and paths, category view vs. classic view
1.4 Given a scenario, use appropriate operating system features and
tools.
o Administrative
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

 Users and groups
1.5 Given a scenario, use Control Panel utilities (the items are organized
by "classic view/large icons" in Windows).
o Common to all Microsoft Operating Systems
 User accounts
1.8 Explain the differences among basic OS security settings.
o User and groups
 Administrator
 Power user
 Guest
 Standard user
Lecture Focus Questions:







What is the difference between a right and a permission?
How can groups simplify security administration?
How are the rights assigned to the Power User group different than the
rights assigned to the Administrator group?
What is the purpose of the Backup Operators group?
On Windows Vista/7, a user must be a member of which group to install
applications and add new device drivers?
What is the purpose of the User Account Control (UAC)?
When would you receive a prompt for credentials? How does that differ
from the prompt for consent?
Video/Demo
9.4.1 Users and Groups
Time
9:44
9.4.2 Managing Users and Groups
14:11
9.4.5 Managing UAC Settings
11:51
Total
35:46
Lab/Activity

Manage Users and Groups
Number of Exam Questions
7 questions
Total Time
About 50 minutes
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Section 9.5: Remote Services
Summary
This section examines using remote services to access a computer from a
remote location. Details include:


Remote Desktop
Remote Assistance
Students will learn how to:



Configure a host computer to accept Remote Desktop connections.
Open the Remote Desktop port in the Windows Firewall.
Establish a guest Remote Desktop connection.
PC Pro Exam Objectives:

Enable and configure Remote Desktop and Remote Assistance.
A+ 220-802 Exam Objectives:


1.5 Given a scenario, use Control Panel utilities (the items are organized
by "classic view/large icons" in Windows).
o Common to all Microsoft Operating Systems
 System
 Remote settings
o Unique to Windows 7
 Remote applications and desktop applications
1.6 Setup and configure Windows networking on a client/desktop.
o Remote desktop
Lecture Focus Questions:




Which versions of Windows support a guest Remote Desktop connection?
A host Remote Desktop connection?
Which port must be opened to allow Remote Desktop to run through the
firewall?
How does printer redirection work in Remote Desktop?
What are the different ways you can send a Remote Assistance invitation?
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Video/Demo
9.5.1 Remote Desktop
9.5.2 Using Remote Desktop
9.5.4 Remote Assistance
9.5.6 Using Remote Assistance
Total
Time
6:48
13:23
4:54
10:22
35:27
Lab/Activity

Configure Remote Services
Number of Exam Questions
6 questions
Total Time
About 50 minutes
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Section 9.6: Applications
Summary
In this section students will learn the basics of managing applications. Concepts
covered include:







Elements an installation typically modifies
Shortcuts
Applications a 64-bit operating system can run
Default directories that applications are installed to
Permissions required to install applications
Special rights required to run applications
Solutions when you are unable to run an application
Students will learn how to:


Run an application as an administrator.
Configure compatibility mode for an application.
A+ 220-802 Exam Objectives:

1.1 Compare and contrast the features and requirements of various
Microsoft Operating Systems.
o Windows XP Home, Windows XP Professional, Windows XP Media
Center, Windows XP 64-bit Professional
o Windows Vista Home Basic, Windows Vista Home Premium,
Windows Vista Business, Windows Vista Ultimate, Windows Vista
Enterprise
o Windows 7 Starter, Windows 7 Home Premium, Windows 7
Professional, Windows 7 Ultimate, Windows 7 Enterprise
o Features:
 32-bit vs. 64-bit
 Aero, gadgets, user account control, BitLocker, shadow
copy, system restore, ready boost, sidebar, compatibility
mode, XP mode, easy transfer, administrative tools,
defender, Windows firewall, security center, event viewer,
file structure and paths, category view vs. classic view
Lecture Focus Questions:



How is a shortcut different than a regular file?
What is the difference between the Program Files and the Program Files
(x86) folders? Which operating systems have the Program Files (x86)
folder?
What group membership might be required to install or applications?
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Video/Demo
9.6.1 Applications
9.6.2 Managing Applications
Total
Time
3:15
17:53
21:08
Lab/Activity

Manage Applications
Number of Exam Questions
12 questions
Total Time
About 40 minutes
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Section 9.7: Updates
Summary
This section discusses using updates to keep your computer up to date. Details
include:





The role of updates
Types of Windows updates:
o Hotfix
o Service pack (SP)
The role of Windows Update
Updating non-Microsoft applications
Updating hardware devices
Students will learn how to:


Enable and configure Windows Updates.
Update the firmware on a network device.
PC Pro Exam Objectives:

Configure Windows Update settings.
A+ 220-802 Exam Objectives:


1.2 Given a scenario, install, and configure the operating system using
the most appropriate method.
o Driver installation, software and windows updates
1.7 Perform preventive maintenance procedures using appropriate tools.
o Best practices
 Windows updates
 Patch management
 Driver/firmware updates
Lecture Focus Questions:





What is the difference between a hotfix and a service pack?
What should you do if you need to install service pack 2 but haven't yet
installed service pack 1?
What are two reasons why updates are released for the operating
system?
How does keeping system software up to date increase security?
Which update setting would be appropriate if you wanted to review the list
of updates before they are installed?
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
In addition to using Windows Update, what else should you do to make
sure that all application and driver files are updated?
Video/Demo
9.7.1 Updates
Time
6:26
9.7.3 Using Windows Update
12:36
9.7.5 Performing a Firmware Update
10:21
Total
29:23
Lab/Activity

Configure Windows Update
Number of Exam Questions
7 questions
Total Time
About 45 minutes
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Section 9.8: System Protection
Summary
This section examines protecting a system through backups. Concepts covered
include:





Types of data that backups distinguish:
o System state data
o User data
o Application data
Tools to protect Windows 2000 and XP systems:
o Windows Backup (Ntbackup)
o Automated System Recovery (ASR)
Tools to protect Windows Vista and Windows 7 systems:
o Automatic Backups
o Complete PC Backup and Restore
Additional tools:
o System Restore
o Previous Versions
Recommendations for backing up, scheduling, and storing backup media
Students will learn how to:



Create a system image in Windows 7.
Schedule automatic backups of user data in Windows 7.
Protect your system with Restore Points.
PC Pro Exam Objectives:


Use Windows Backup to configure a full system or file backup schedule.
Enable system restore and configure a restore point.
A+ 220-802 Exam Objectives:


1.5 Given a scenario, use Control Panel utilities (the items are organized
by "classic view/large icons" in Windows).
o Common to all Microsoft Operating Systems
 System
 System protection
1.7 Perform preventive maintenance procedures using appropriate tools.
o Best practices
 Schedules backups
o Tools
 Backup
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

 System restore
 Recovery image
4.6 Given a scenario, troubleshoot operating system problems with
appropriate tools.
o Tools
 Automated system recovery
4.7 Given a scenario, troubleshoot common security issues with
appropriate tools and best practices.
o Tools
 System restore
Lecture Focus Questions:







What type of data is backed up with a system state backup?
Which tools would you use to back up user data on the different versions
of Windows?
How does Complete PC Backup and Restore with Windows Vista and the
System Image option in Windows 7 differ from Automated System
Recovery (ASR) with Windows XP?
What types of backup media can Ntbackup use? How does this differ from
the backup media used by the backup utilities provided with Windows
Vista and Windows 7?
How are Previous Versions related to System Restore? Which would you
use to restore user data?
Where should backup media be stored for maximum security?
Why should you test your restore methods?
Video/Demo
Time
9.8.1 System Protection
12:30
9.8.3 Creating Backups in Windows Vista and Windows 7
10:03
9.8.5 Using Restore Points
18:52
9.8.7 Using Previous Versions
12:20
Total
53:45
Lab/Activity


Back Up the Computer
Create a Restore Point
Number of Exam Questions
6 questions
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Total Time
About 75 minutes
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Section 9.9: Virtual Memory
Summary
This section provides information about using virtual memory to allow more
applications to run on the system than physical memory could support. Concepts
covered include:



The role of the Virtual Memory Manager (VMM)
Steps VMM uses to manage applications
Managing virtual memory:
o Symptoms of low physical memory
o Disk thrashing
o The role of the System Control Panel applet
o Recommendation for swap size
o Increasing performance
o Saving a memory dump
Students will learn how to:



Check memory usage in Task Manager.
Configure virtual memory settings.
Create a swap file.
A+ 220-802 Exam Objectives:

1.5 Given a scenario, use Control Panel utilities (the items are organized
by "classic view/large icons" in Windows).
o Common to all Microsoft Operating Systems
 System
 Performance (virtual memory)
Lecture Focus Questions:





What is the benefit of virtual memory?
How does virtual memory work? What is the purpose of swapping?
What is the benefit of a separate partition for the swap file?
Is a low number of page faults a bad thing? Why?
What condition causes disk thrashing? How can you reduce its effects?
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Video/Demo
Time
9.9.1 Virtual Memory
9:43
9.9.2 Managing the Paging File
8:01
Total
17:44
Lab/Activity

Configure Virtual Memory
Number of Exam Questions
6 questions
Total Time
About 30 minutes
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Section 10.1: Component Selection
Summary
This section provides recommendations for selecting the following components:








Graphics design or CAD/CAM workstation
Audio/video editing workstation
Virtualization workstation
Gaming system
Home theater system
Standard thick client
Thin client
Home or small office server
Students will learn how to:


Analyze users' needs prior to purchasing or building a new computer
system.
Customize a computer's hardware to match end user requirements.
A+ 220-801 Exam Objectives:

1.9 Evaluate and select appropriate components for a custom
configuration, to meet customer specifications or needs.
o Graphic / CAD / CAM design workstation
 Powerful processor
 High-end video
 Maximum RAM
o Audio/Video editing workstation
 Specialized audio and video card
 Large fast hard drive
 Dual monitors
o Virtualization workstation
 Maximum RAM and CPU cores
o Gaming PC
 Powerful processor
 High-end video/specialized GPU
 Better sound card
 High-end cooling
o Home Theater PC
 Surround sound audio
 HDMI output
 HTPC compact form factor
 TV tuner
o Standard thick client
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 Desktop applications
 Meets recommended requirements for running Windows
o Thin client
 Basic applications
 Meets minimum requirements for running Windows
o Home Server PC
 Media streaming
 File sharing
 Print sharing
 Gigabit NIC
 RAID array
Lecture Focus Questions:


What factors should you evaluate when purchasing or building a new
computer system?
What hardware components may need to be modified to ensure a
computer system meets the needs of the end user?
Video/Demo
10.1.1 Component Selection
Time
21:06
Number of Exam Questions
4 questions
Total Time
About 30 minutes
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Section 10.2: Windows Pre-installation
Summary
This section provides an overview of decisions that must be made prior to
installation. Concepts covered include:


When selecting an operating system consider the following:
o Versions
 Windows 7
 Windows Vista
 Windows XP
o Features for different versions
o Editions
 Starter
 Home Basic
 Home Premium
 Professional
 Business
 Ultimate
 Enterprise
o Advantages of using 32-bit(x86) or 64-bit (x64 or IA-64) versions
o Hardware requirements for:
 Windows XP
 Windows Vista Home Basic
 Windows Vista (other editions)
 Windows 7
When planning an installation:
o Consider compatibility of hardware and software
o Choose the installation method:
 In-place upgrade
 Clean (custom) install
o Possible installation methods for existing and target operating
systems
o Perform a backup of the existing system
Students will learn how to:

Run the Upgrade Advisor to verify system compatibility when upgrading
Windows.
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A+ 220-802 Exam Objectives:

1.1 Compare and contrast the features and requirements of various
Microsoft Operating Systems.
o Windows XP Home, Windows XP Professional, Windows XP Media
Center, Windows XP 64-bit Professional
o Windows Vista Home Basic, Windows Vista Home Premium,
Windows Vista Business, Windows Vista Ultimate, Windows Vista
Enterprise
o Windows 7 Starter, Windows 7 Home Premium, Windows 7
Professional, Windows 7 Ultimate, Windows 7 Enterprise
o Features:
 32-bit vs. 64-bit
 Aero, gadgets, user account control, BitLocker, shadow
copy, system restore, ready boost, sidebar, compatibility
mode, XP mode, easy transfer, administrative tools,
defender, Windows firewall, security center, event viewer,
file structure and paths, category view vs. classic view
o Upgrade paths - differences between in place upgrades,
compatibility tools, Windows upgrade OS advisor
Lecture Focus Questions:









Which edition of Windows would you choose if you need to connect to a
domain and implement BitLocker?
Which operating system version(s) and edition(s) support running
Windows XP as a virtual computer?
What are the advantages of using a 64-bit version of the operating system
over a 32-bit version?
You have purchased a new computer with an x64 processor. Which
operating system versions could you install (32-bit or 64-bit)?
What are the potential problems when moving from a 32-bit operating
system to a 64-bit operating system? How does the Upgrade Advisor help
to alleviate these problems?
What is the difference between an upgrade version of Windows and a full
version of Windows?
What is the difference between an in-place upgrade and a clean (custom)
installation?
You currently run the 32-bit version of Windows Vista Home Premium
edition. Which type of installation media (upgrade or install) and
installation method (in-place or custom) could you use to upgrade to the
64-bit version of Windows 7 Home Premium?
You have an existing Windows XP computer that you want to upgrade to
Windows 7. What tasks should you perform prior to starting the upgrade?
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Video/Demo
10.2.1 Windows Versions
10.2.2 Pre-installation Planning
10.2.5 Verifying System Compatibility
Total
Time
9:33
11:04
5:01
25:38
Number of Exam Questions
13 questions
Total Time
About 50 minutes
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Section 10.3: Windows Installation
Summary
In this section students will learn about methods to install a Windows operating
system. Concepts covered include:


Steps to install Windows from the installation disc (CD or DVD)
Alternative methods to install Windows:
o Bootable flash drive
o Network installation
o Unattended
o Disk imaging
o Repair installation
o Multi-boot installation
Students will learn how to:



Use a RAID configuration utility to create a RAID array prior to installing
the operating system.
Change the boot order of devices in the BIOS.
Install Windows.
A+ 220-801 Exam Objectives:

1.1
Configure and apply BIOS settings.
o BIOS configurations
 Boot sequence
A+ 220-802 Exam Objectives:

1.2 Given a scenario, install and configure the operating system using the
most appropriate method.
o Boot methods
 USB
 CD-ROM
 DVD
 PXE
o Type of installations
 Creating image
 Unattended installation
 Upgrade
 Clean install
 Repair installation
 Multiboot
 Remote network installation
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o
o
o
o
o
o
o
 Image deployment
Partitioning
 Dynamic
 Basic
 Primary
 Extended
 Logical
File system types/formatting
 FAT
 FAT32
 NTFS
 CDFS
 Quick format vs. full format
Load alternate third party drivers when necessary
Workgroup vs. Domain setup
Time/date/region/language settings
Driver installation, software and windows updates
Factory recovery partition
Lecture Focus Questions:






You are getting ready to install Windows on a new system. You want to
use disk mirroring to protect your system. When should you create the
mirrored set?
What SATA disk setting would you choose when defining a mirrored set?
During a Windows installation, the hard disks where you configured your
RAID array are not detected and listed as available for installation. What
should you do?
During a Windows installation, you select the destination disk for the install
but do not configure partition and formatting information. How will
Windows partition and format the disk?
You have a new computer on which you need to install Windows. The
installation files are on a network share. How would you start the
installation?
What computer requirements are necessary when using disk imaging for
installation?
Video/Demo
10.3.1 Windows Installation
10.3.2 Preparing Disks for Installation
10.3.4 Installing Windows
Total
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9:17
13:09
8:33
30:59
163
Lab/Activity

Prepare Disks for Installation
Number of Exam Questions
4 questions
Total Time
About 45 minutes
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Section 10.4: Post Installation
Summary
This section examines details about the following tasks that need to be
performed following a successful installation of Windows:








Editing the CMOS settings to boot from the hard drive first.
Updating device drivers for unrecognized devices.
Configuring Windows Update and downloading the latest updates.
Activating your copy of Windows within 30 days.
Configuring security software.
Migrating user configuration settings and data.
Installing applications and adding other Windows features.
Taking a complete PC backup and scheduling regular user data backups.
Students will learn how to:

Migrate user settings and data using the Easy Transfer wizard and USMT.
A+ 220-802 Exam Objectives:

1.2 Given a scenario, install and configure the operating system using the
most appropriate method.
o Boot methods
 USB
 CD-ROM
 DVD
 PXE
o Type of installations
 Creating image
 Unattended installation
 Upgrade
 Clean install
 Repair installation
 Multiboot
 Remote network installation
 Image deployment
o Partitioning
 Dynamic
 Basic
 Primary
 Extended
 Logical
o File system types/formatting
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o
o
o
o
o
 FAT
 FAT32
 NTFS
 CDFS
 Quick format vs. full format
Load alternate third party drivers when necessary
Workgroup vs. Domain setup
Time/date/region/language settings
Driver installation, software and windows updates
Factory recovery partition
Lecture Focus Questions:





Why should you configure Windows Update shortly after installation?
How does product registration differ from activation? Which one is
optional?
You have installed Windows 7 on a new computer and used USMT to
migrate the settings from your previous computer. What else would you
need to do to configure your new computer like your old computer?
You have a computer running Windows XP that you want to upgrade to
Windows 7. You want to make sure that all of your user settings and data
are present after the upgrade. Which USMT tool would you run to save
your user settings? When during the installation process should you run
it?
What are two security measures you should put into place after installing
Windows?
Video/Demo
Time
10.4.1 Post Installation
1:07
10.4.3 Migrating User Data
8:07
Total
9:14
Number of Exam Questions
8 questions
Total Time
About 20 minutes
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Section 10.5: Virtualization
Summary
This section examines details about virtualization. Details include:




Components included in virtualization:
o Physical machine
o Hypervisor
o Virtual machine
o Virtual Hard Disk (VHD)
Types of virtualization:
o Full
o Partial
o Paravirtualization
Security benefits of using virtual machines
o Isolation
o Snapshots
o Abstraction
o Workload management
Security issues when using virtual machines
Students will learn how to:



Create and run a virtual machine.
Configure a virtual machine to communicate with other hosts on the
network.
Secure a virtual machine.
A+ 220-801 Exam Objectives:

1.1 Configure and apply BIOS settings.
o Install firmware upgrades - flash BIOS
o BIOS configurations
 Virtualization support
A+ 220-802 Exam Objectives:

1.9
o
o
o
o
o
o
Explain the basics of client-side virtualization.
Purpose of virtual machines
Resource requirements
Emulator requirements
Security requirements
Network requirements
Hypervisor
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Lecture Focus Questions:








How does virtualization work?
What end-user needs would require the deployment of a virtualized
environment?
What issues need to be taken into consideration before deploying a
virtualized environment?
What is a hypervisor?
What is a virtual disk file?
What is a virtual machine?
How do you deploy a virtual machine?
How do you secure a virtual machine after it has been deployed?
Video/Demo
10.5.1 Virtualization Overview
10.5.3 Virtual Networking
Time
15:01
6:09
10.5.4 Creating a Virtual Machine
19:02
10.5.5 Virtual Machine Security
16:44
Total
56:56
Lab/Activity

Enable VT in the BIOS
Number of Exam Questions
4 questions
Total Time
About 70 minutes
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Section 11.1: File Locations
Summary
In this section students will learn the default location for various system files for
Windows 2000, Windows XP, Windows Vista, and Windows 7. They will also
become familiar with role of libraries in Windows 7.
A+ 220-802 Exam Objectives:


1.1 Compare and contrast the features and requirements of various
Microsoft Operating Systems.
o Windows XP Home, Windows XP Professional, Windows XP Media
Center, Windows XP 64-bit Professional
o Windows Vista Home Basic, Windows Vista Home Premium,
Windows Vista Business, Windows Vista Ultimate, Windows Vista
Enterprise
o Windows 7 Starter, Windows 7 Home Premium, Windows 7
Professional, Windows 7 Ultimate, Windows 7 Enterprise
o Features:
 32-bit vs. 64-bit
 Aero, gadgets, user account control, BitLocker, shadow
copy, system restore, ready boost, sidebar, compatibility
mode, XP mode, easy transfer, administrative tools,
defender, Windows firewall, security center, event viewer,
file structure and paths, category view vs. classic view
1.8 Explain the differences among basic OS security settings.
o System files and folders
Lecture Focus Questions:



What directory is identified by the %systemroot% variable?
Which versions of Windows use the default location of C:\Program Files
(x86) for the program files?
Which Windows versions use the C:\Users directory for user profiles?
Video/Demo
Time
11.1.1 System File Locations
11:59
11.1.3 Implementing Libraries
6:32
Total
18:31
Number of Exam Questions
12 questions
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Total Time
About 35 minutes
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Section 11.2: Managing Files
Summary
This section provides an overview of the elements involved in managing files.
Concepts covered include:







What a file extension identifies
Type of filename systems
o Long file names
o Unicode
File types and their extensions
Details about managing files
Common NTFS attributes
o Read only
o Hidden
o System
o Archive
o Encrypted
o Compressed
o Indexing
o Permissions
Facts about managing file attributes
Common file management commands:
o Cd
o Dir
o Md/mkdir
o Rd
o Copy
o Xcopy
o Edit
o Attrib
Students will learn how to:



Open a command prompt window.
Find help for command prompt commands.
Use the command prompt to manage files and directories.
A+ 220-802 Exam Objectives:

1.3 Given a scenario, use appropriate command line tools.
o OS
 MD
 RD
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

 CD
 DEL
 COPY
 XCOPY
 ROBOCOPY
 [command name] /?
1.4 Given a scenario, use appropriate operating system features and
tools.
o Administrative
o Run line utilities
 CMD
1.8 Explain the differences among basic OS security settings.
o NTFS vs. Share permissions
 Moving vs. copying folders and files
 File attributes
Lecture Focus Questions:








When using the command window in Windows, how can you cause the
output of a command to list one screen at a time?
You type a specific command in the Run... box, the command executes
and you do not see the actual output. How can you remedy this problem
so you can see the output?
How do you repeat a command by causing the most recent command to
appear at the command prompt?
What function does the cd.. command provide?
What dir command can you use to display only the files that are not readonly?
Which command removes subdirectories in addition to files in the current
directory?
What are the main differences between the copy command and the
xcopy command?
Which edit command is used to load file(s) in read-only mode?
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Video/Demo
11.2.1 File and Folder Properties
Time
6:07
11.2.2 Managing Files 1
14:31
11.2.3 Managing Files 2
9:41
11.2.7 Using the Command Prompt
2:22
11.2.8 Managing Files and Directories 1
20:32
11.2.9 Managing Files and Directories 2
20:47
Total
74:00
Lab/Activity


Manage Files
Manage Files and Folders
Number of Exam Questions
20 questions
Total Time
About 110 minutes
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Section 11.3: NTFS Permissions
Summary
This section discusses NTFS permissions. Concepts discussed include:




Permissions for folders and files
o Read
o Write
o List Folder Contents
o Read & Execute
o Modify
o Full Control
Facts about using NTFS permissions
How file ownership affects access and assigning permissions
Copying or moving files with NTFS permissions
Students will learn how to:


Configure NTFS permissions.
Change file ownership.
A+ 220-802 Exam Objectives:


1.8 Explain the differences among basic OS security settings.
o User and groups
 Administrator
 Power user
 Guest
 Standard user
o NTFS vs. Share permissions
 Allow vs. deny
 Moving vs. copying folders and files
 File attributes
o Shared files and folders
 Administrative shares vs. local shares
 Permission propagation
 Inheritance
2.1 Apply and use common prevention methods.
o Digital security
 Directory permissions
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Lecture Focus Questions:






Which NTFS permissions are required to allow a user to open, edit, and
save changes to a document?
How does file ownership affect access and permissions?
If you have the Modify permission to a folder, what actions can you
complete within that folder?
What happens when a user belongs to two groups, and a specific
permission is allowed for one group and denied for the other?
What does it mean that permissions are cumulative?
To move a file or folder, what permission must you have to the source file?
What permission to the destination location?
Video/Demo
11.3.1 NTFS Permissions
11.3.2 Configuring NTFS Permissions
Total
Time
7:37
16:41
24:18
Lab/Activity

Configure NTFS Permissions
Number of Exam Questions
10 questions
Total Time
About 45 minutes
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Section 11.4: Shared Folders
Summary
This section examines sharing folders. Concepts discussed include:




Ways to share files:
o Manually
o Share the Public folder on the network (Vista or later)
o Share your own media files (Vista or later)
Comparison of share permissions for Windows 7, Windows Vista and
Earlier and Advanced sharing permission.
Effective permissions to shared folders are the more restrictive of either
share or NTFS permissions.
Considerations when sharing files.
Students will learn how to:


Share a folder.
Map a drive to a shared folder.
A+ 220-802 Exam Objectives:


1.8 Explain the differences among basic OS security settings.
o User and groups
 Administrator
 Power user
 Guest
 Standard user
o NTFS vs. Share permissions
 Allow vs. deny
 Moving vs. copying folders and files
 File attributes
o Shared files and folders
 Administrative shares vs. local shares
 Permission propagation
 Inheritance
2.1 Apply and use common prevention methods.
o Digital security
 Directory permissions
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Lecture Focus Questions:






How are the simple share permissions different than the advanced share
permissions?
What are the differences between share and NTFS permissions?
Which permissions (share or NTFS) apply to both local and network
access of files? Which permissions can you use on FAT32 volumes?
How can you control access to a specific file within a shared folder?
What is the format for the UNC path to a shared folder? How is this
different from the drive letter and path?
Which net use command option makes drive mappings permanent?
Video/Demo
11.4.1 Shared Folders
Time
4:21
11.4.2 Sharing Folders 1
13:27
11.4.3 Sharing Folders 2
10:44
11.4.4 Configuring Share and NTFS Permissions 23:14
Total
51:46
Lab/Activity

Share and Secure Folders
Number of Exam Questions
9 questions
Total Time
About 70 minutes
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Section 11.5: Offline Files
Summary
This section discusses using offline files to work with documents in shared folder
even when you are not connected to the network.
Students will learn how to:


Make shared files available for offline users.
Synchronize offline files.
A+ 220-802 Exam Objectives:

1.5 Given a scenario, use Control Panel utilities (the items are organized
by "classic view/large icons" in Windows).
o Unique to Vista
 Offline files
Lecture Focus Questions:




How does the offline files feature provide you the ability to work with
documents in shared folders even when you are not connected to the
network?
How would you force a synchronization of the stored offline files and
folders to the network versions of the files?
How do you work with an offline file when you are offline?
Where are offline files stored? Can you directly access the offline files
from this directory?
Video/Demo
11.5.1 Using Offline Files
Time
13:06
Number of Exam Questions
2 questions
Total Time
About 20 minutes
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Section 12.1: Best Practices
Summary
This section discusses the following security best practices:







Implement the Principle of Least Privilege
Require passwords
Use strong passwords
Use file and folder permissions
Disable the Guest user account
Don’t use default user names
Disable autorun
Students will learn how to:





Apply the Principle of Least Privilege to increase the security of a
Windows workstation.
Implement strong passwords.
Use file and folder permissions to restrict access to information on a
Windows workstation.
Disable high-risk user accounts, such as Guest, on a Windows
workstation.
Disable autorun on a Windows workstation.
A+ 220-802 Exam Objectives:


2.1 Apply and use common prevention methods.
o Digital security
 User authentication/strong passwords
 Directory permissions
o Principle of least privilege
2.3 Implement security best practices to secure a workstation.
o Setting strong passwords
o Requiring passwords
o Restricting user permissions
o Changing default user names
o Disabling guest account
o Screensaver required password
o Disable autorun
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Lecture Focus Questions:





How does the Principle of Least Privilege apply to workstation security?
What are the characteristics of a strong password?
How can file and folder permissions be used to restrict access to
information on a workstation?
Which default Windows user accounts should you secure?
How does the autorun feature in Windows reduce the security of a
workstation?
Video/Demo
12.1.1 Best Practices for Securing Workstations
Time
14:09
Lab/Activity

Implement Workstation Security
Number of Exam Questions
4 questions
Total Time
About 25 minutes
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Section 12.2: Physical Security
Summary
This section discusses the following methods of physically securing computer
systems:







Building security
Hardware locks
Lock the workstation
Computer tracking service
Removable storage
Storage media disposal
Mobile devices
Students will learn how to:


Wipe data from a hard disk prior to disposal.
Configure a screen saver and require a password to lock the Windows
desktop.
PC Pro Exam Objectives:

Configure a screen saver and require a password to unlock a Windows
workstation.
A+ 220-802 Exam Objectives:



2.1 Apply and use common prevention methods.
o Physical security
 Lock doors
 Tailgating
 Securing physical documents/passwords/shredding
 Biometrics
 Badges
 Key fobs
 RFID badge
 RSA token
 Privacy filters
 Retinal
o User education
2.3 Implement security best practices to secure a workstation.
o Screensaver required password
2.4 Given a scenario, use the appropriate data destruction/disposal
method.
o Low level format vs. standard format
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o Hard drive sanitation and sanitation methods
 Overwrite
 Drive wipe
o Physical destruction
 Shredder
 Drill
 Electromagnetic
 Degaussing tool
Lecture Focus Questions:






What precautions should you implement for good physical security for a
building?
How can you prevent laptops and their components from being stolen?
How can you secure unattended Windows computers?
What measures can you implement to protect data on stolen laptops?
What is the difference between a user password and an administrator
password set in the BIOS?
What is the difference of securely disposing of magnetic media and
securely disposing of optical media?
Video/Demo
Time
12.2.1 Physical Security
19:39
12.2.3 Data Disposal and Destruction
10:05
12.2.4 Wiping a Disk
7:35
12.2.5 Configuring a Screen Saver Password
5:20
Total
42:39
Lab/Activity

Require a Screen Saver Password
Number of Exam Questions
6 questions
Time
About 60 minutes
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Section 12.3: Social Engineering
Summary
In this section students will learn how social engineering exploits human nature
to convince someone to perform an activity. Concepts discussed include:



Examples of social engineering
Social engineering attacks:
o Dumpster diving
o Shoulder surfing
o Piggybacking
o Masquerading
o Eavesdropping
o Phishing
Countermeasures to social engineering
A+ 220-802 Exam Objectives:


2.1 Apply and use common prevention methods.
o User education
2.2 Compare and contrast common security threats.
o Social engineering
Lecture Focus Questions:




What characteristics of human nature does social engineering exploit?
Who is usually the target in social engineering?
How can dumpster diving give attackers valuable information?
What is the best defense against a social engineering attack?
Video/Demo
12.3.1 Social Engineering
Time
8:25
Number of Exam Questions
7 questions
Total Time
About 20 minutes
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Section 12.4: BIOS Security
Summary
In this section students will learn the basics of BIOS security. Concepts covered
include:

Security-related features in the BIOS
o BIOS passwords
o Chassis intrusion detection
o Hard disk password
o Trusted Platform Module (TPM)
Students will learn how to:




Clear BIOS passwords and settings.
Configure BIOS and hard disk passwords.
Enable and reset chassis intrusion detection.
Initialize a TPM.
PC Pro Exam Objectives:

Configure BIOS security settings such as configuring drive lock, setting
user and administrator passwords, enabling/disabling chassis intrusion
detection, and enabling/disabling TPM.
A+ 220-801 Exam Objectives:

1.1 Configure and apply BIOS settings.
o BIOS configurations
 Virtualization support
 BIOS security (passwords, drive encryption: TPM, lojack)
o Monitoring
 Intrusion detection/notification
Lecture Focus Questions:





What is the difference between a user and an administrator password in
the BIOS?
Why do BIOS passwords offer little system protection?
How does chassis intrusion detection help to secure the BIOS?
How does a hard disk password differ from a BIOS password? What
happens to the hard disk password if the disk is moved to another
system?
What is the function of the TPM? Where is the TPM chip located?
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Video/Demo
Time
12.4.1 BIOS Security
9:52
12.4.2 Configuring BIOS Security Settings
8:04
Total
17:56
Lab/Activity

Configure BIOS Security
Number of Exam Questions
5 questions
Total Time
About 30 minutes
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Section 12.5: Malware Protection
Summary
In this section students will learn the basics of protecting against malware.
Concepts covered include:








Common malware
o Virus
o Worm
o Trojan horse
o Rootkit
o Spyware
o Adware
o Grayware
o Spam
Using anti-virus software to protect against malware
Additional countermeasures for malware
Malicious code
Considerations about protecting against malware
Symptoms of malware
Remediation
Actions to recover from malware
Students will learn how to:




Install and configure malware protection software.
Update malware definition files.
Research virus hoaxes using Internet sources.
Scan and repair infected files and systems.
A+ 220-802 Exam Objectives:


2.1 Apply and use common prevention methods.
o Digital security
 Antivirus
 Antispyware
o User education
2.2 Compare and contrast common security threats.
o Social engineering
o Malware
o Rootkits
o Phishing
o Shoulder surfing
o Spyware
o Viruses
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
 Worms
 Trojans
4.7 Given a scenario, troubleshoot common security issues with
appropriate tools and best practices.
o Common symptoms
 Pop-ups
 Browser redirection
 Security alerts
 Slow performance
 Internet connectivity issues
 PC locks up
 Windows updates failures
 Rogue antivirus
 Spam
 Renamed system files
 Files disappearing
 File permission changes
 Hijacked email
 Access denied
o Tools
 Anti-virus software
 Anti-malware software
 Anti-spyware software
 Recovery console
 System restore
 Pre-installation environments
 Event viewer
o Best practices for malware removal
 Identify malware symptoms
 Quarantine infected system
 Disable system restore
 Remediate infected systems
 Update anti-virus software
 Scan and removal techniques (safe mode, preinstallation environment)
 Schedule scans and updates
 Enable system restore and create restore point
 Educate end user
Lecture Focus Questions:



What is the role of a signature file when using anti-malware software to
protect a system?
How and when should you keep the signature files up to date?
How does showing full file extensions on all files help to protect against
malware?
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




What are some common symptoms that might make you suspect that your
system is infected with malware?
When your system is infected with malware, what remediation actions
might your antivirus software prompt you to select from?
What is the process of quarantining a file?
What types of actions might a hoax virus instruct you to perform?
Why is user education often the best protection against malware?
Video/Demo
Time
12.5.1 Malware
3:39
12.5.2 Implementing Malware Protection
4:57
12.5.4 Malware Protection
13:08
12.5.5 Implementing Virus Protection
15:25
Total
37:09
Number of Exam Questions
18 questions
Total Time
About 70 minutes
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Section 12.6: Authentication
Summary
This section discusses using authentication to validate a user’s identity. Topics
covered include:







Authentication credentials
o Password
o Smart card
o Biometric
Categories of authentication factors:
o Something the user knows
o Something the user has
o Something the user is
Multifactor authentication
Password weaknesses
Strong password policy
Control passwords with policy settings:
o Password Policy settings:
 Minimum password length
 Password complexity
 Maximum password age
 Minimum password age
 Enforce password history
o Account Lockout Policy settings:
 Account lockout threshold
 Account lockout duration
 Reset account lockout counter after
Troubleshooting user authentication
Students will learn how to:



Unlock a locked user account.
Reset a password with or without a password reset disk.
Log on to a remote computer.
PC Pro Exam Objectives:

Configure password and account lockout settings in a local security policy.
A+ 220-802 Exam Objectives:

1.4 Given a scenario, use appropriate operating system features and
tools.
o Administrative
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

 Users and groups
 Local security policy
1.8 Explain the differences among basic OS security settings.
o User and groups
 Administrator
 Power user
 Guest
 Standard user
o User authentication
 Single sign-on
2.1 Apply and use common prevention methods.
o Physical security
 Biometrics
 Badges
 Key fobs
 RFID badge
 RSA token
 Retinal
o Digital security
 User authentication/strong passwords
Lecture Focus Questions:




You want a single user to log onto three computers using a local user
account and the same username and password. Where do you have to
create the user account?
What tool would you use to configure a computer to require complex
passwords for local user accounts?
What is the difference between a locked account and a disabled account?
What requirements are there for a user account that is to be used for
network access (such as to access a shared folder or use Remote
Desktop)?
Video/Demo
Time
12.6.1 Authentication
16:34
12.6.4 Configuring Password Policies
13:52
12.6.6 Using a Biometric Scanner
3:41
12.6.7 Managing Authentication 1
13:10
12.6.8 Managing Authentication 2
11:20
Total
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190
Lab/Activity

Enforce Password Settings
Number of Exam Questions
14 questions
Total Time
About 90 minutes
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Section 12.7: Encryption
Summary
This section discusses using encryption to secure data by obscuring it from those
who do not have the required key to access the data. Details about the following
are presented:

Types of encryption:
o File encryption
o Disk encryption
o Data transmission encryption
Students will learn how to:

Encrypt files and add authorized users.
PC Pro Exam Objectives:

Encrypt files and folders.
A+ 220-801 Exam Objectives:


1.1 Configure and apply BIOS settings.
o BIOS configurations
 Virtualization support
 BIOS security (passwords, drive encryption: TPM, lojack)
2.4 Explain common TCP and UDP ports, protocols, and their purpose.
o Ports
 443 - HTTPS
o Protocols
 SSH
A+ 220-802 Exam Objectives:


1.1 Compare and contrast the features and requirements of various
Microsoft Operating Systems.
o Features:
 Aero, gadgets, user account control, BitLocker, shadow
copy, system restore, ready boost, sidebar, compatibility
mode, XP mode, easy transfer, administrative tools,
defender, Windows firewall, security center, event viewer,
file structure and paths, category view vs. classic view
1.8 Explain the differences among basic OS security settings.
o User and groups
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 Administrator
 Power user
 Guest
 Standard user
o NTFS vs. Share permissions
 Allow vs. deny
 Moving vs. copying folders and files
 File attributes
Lecture Focus Questions:






Which encryption method encrypts individual files so that only the owner
and other users who have been authorized can decrypt the file and read
it?
Why is it important to not move files that have been encrypted with EFS to
a non-NTFS partition?
How does file encryption differ from disk encryption?
What is the role of a TPM when implementing whole disk encryption?
What protocols are commonly used to establish a VPN? Which protocol is
typically used for Web transactions?
What protocols are commonly used to encrypt and secure wireless
communications?
Video/Demo
Time
12.7.1 Encryption
5:08
12.7.3 Encrypting Files
8:45
Total
13:53
Lab/Activity

Encrypt Files
Number of Exam Questions
9 questions
Total Time
About 30 minutes
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Section 12.8: Network Security
Summary
This section discusses securing a network. Details about the following are
presented:


Best practices for a wired network:
o Physical security
o Unnecessary software
o User accounts
o Usernames and passwords
o MAC address filtering
o Static IP addressing
o Disabling ports
Best practices for a wireless network:
o Usernames and passwords
o SSID names
o SSID broadcast
o Encryption
o MAC address filtering
o Static IP addressing
o Data emanation
Students will learn how to:






Physically secure a wired or wireless network.
Control access to a wired network by disabling switch ports.
Control access to a wired or wireless network by implementing MAC
address filtering.
Secure a wired or wireless network with static IP address assignments.
Secure a wireless network access point.
Prevent data emanation from a wireless network.
A+ 220-802 Exam Objectives:


2.5 Given a scenario, secure a SOHO wireless network.
o Change default user-names and passwords
o Changing SSID
o Setting encryption
o Disabling SSID broadcast
o Enable MAC filtering
o Antenna and access point placement
o Radio power levels
o Assign static IP addresses
2.6 Given a scenario, secure a SOHO wired network.
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o
o
o
o
o
Change default usernames and passwords
Enable MAC filtering
Assign static IP addresses
Disabling ports
Physical security
Lecture Focus Questions:








What steps should be taken to physically secure a wired network?
Which ports on a network switch should be disabled?
What is the effect of unnecessary or unused software installed on a
workstation or server?
What can be done to make usernames and passwords more secure?
How can MAC address filtering increase the security of a wired or wireless
network?
Is using static IP address assignments more secure than using dynamic
assignments via DHCP?
What can be done to secure a wireless network access point?
How can you keep a wireless network's radio signal from emanating
outside your facility or campus?
Video/Demo
Time
12.8.1 Wired Network Security Best Practices
17:45
12.8.3 Wireless Network Security Best Practices
14:57
Total
32:42
Number of Exam Questions
4 questions
Total Time
About 45 minutes
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Section 12.9: Firewalls
Summary
This section discusses using firewalls to inspect network traffic and allow or block
traffic based on a set of rules. Concepts covered include:





Types of firewalls:
o Network-based firewall
o Host-based firewall
Filtering rules use characteristics of the traffic to identify allowed and
blocked traffic.
In Windows Firewall, you can configure two exception types:
o Program
o Port
Identifying the traffic type for network-based firewalls:
o Port triggering
o Port forwarding
Port numbers for common network protocols
Students will learn how to:




Enable the Windows firewall.
Open and close ports in the Windows firewall.
Configure a network-based firewall using port forwarding.
Configure a network-based firewall using port triggering.
PC Pro Exam Objectives:

Configure the basic Windows Firewall. Open necessary ports to support
running services and applications.
A+ 220-802 Exam Objectives:


1.1 Compare and contrast the features and requirements of various
Microsoft Operating Systems.
o Features:
 Aero, gadgets, user account control, BitLocker, shadow
copy, system restore, ready boost, sidebar, compatibility
mode, XP mode, easy transfer, administrative tools,
defender, Windows firewall, security center, event viewer,
file structure and paths, category view vs. classic view
1.4 Given a scenario, use appropriate operating system features and
tools.
o Administrative
 Windows firewall
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


 Advanced security
1.5 Given a scenario, use Control Panel utilities (the items are organized
by "classic view/large icons" in Windows).
o Common to all Microsoft Operating Systems
 Security center
 Windows firewall
1.6 Setup and configure Windows networking on a client/desktop.
o Firewall settings
 Exceptions
 Configuration
 Enabling/disabling Windows firewall
2.1 Apply and use common prevention methods.
o Digital security
 Firewalls
Lecture Focus Questions:







Why is using a firewall important when connecting your computer to the
Internet?
Is the Windows firewall service a host-based or a network-based firewall
solution?
In Windows Firewall, what types of exception types can be configured to
allow incoming traffic?
What information does the firewall use to allow or prevent communication?
What are the disadvantages of using a firewall?
What capabilities does configuring port forwarding provide?
How would you configure port triggering?
Video/Demo
Time
12.9.1 Introduction to Firewalls
12.9.2 Firewalls
12.9.3 Configuring Windows Firewall
12.9.4 Configuring a Network-Based Firewall
Total
8:01
10:39
3:50
13:46
36:16
Lab/Activity

Configure the Windows Firewall
Number of Exam Questions
9 questions
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Total Time
About 55 minutes
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Section 12.10: Proxy Servers
Summary
This section discusses the role of a proxy server.
Students will learn how to:

Configure Internet Explorer to use a proxy server.
A+ 220-802 Exam Objectives:

1.6 Setup and configure Windows networking on a client/desktop.
o Proxy settings
Lecture Focus Questions:




What is the function of a proxy server and how can it be used to control
access of Internet traffic?
What types of restrictions can a proxy server use to restrict Internet traffic?
In addition to restricting Internet access, what other functions can a proxy
server perform?
What should you do if Internet Explorer doesn't automatically detect a
proxy server?
Video/Demo
Time
12.10.1 Proxy Servers
4:49
12.10.2 Configuring Proxy Settings
5:25
Total
10:14
Lab/Activity

Use a Proxy Server
Number of Exam Questions
4 questions
Total Time
About 20 minutes
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Section 13.1: Motherboard, RAM, and CPU
Troubleshooting
Summary
In this section the students will learn about troubleshooting the motherboard,
RAM and CPU. Details include:





Symptoms of a failed or failing CPU
Symptoms that a computer needs additional memory:
o High hard disk usage
o Not enough memory errors
Categories of memory problems
Identifying the memory problems for the following problems:
o The PC boot fails and sounds a beep code
o The PC boots, but the display remains blank
o The PC boots, but the memory count is incorrect
o Error messages:
 Memory mismatch error
 Memory parity interrupt at x
 Memory address error at x
 Memory failure at x, read y, expecting z
 Memory verify error at x
o Software-generated memory problems
o Intermittent problems
Critical times when memory problems manifest themselves
Students will learn how to:





Troubleshoot system power issues.
Troubleshoot system errors identified during POST.
Troubleshoot memory errors.
Troubleshoot overheating issues.
Troubleshoot device errors
A+ 220-802 Exam Objectives:

4.2 Given a scenario, troubleshoot common problems related to
motherboards, RAM, CPU, and power with appropriate tools.
o Common symptoms
 Unexpected shutdowns
 System lockups
 POST code beeps
 Blank screen on bootup
 BIOS time and settings resets
 Attempts to boot to incorrect device
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o Tools
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Continuous reboots
No power
Overheating
Loud noise
Intermittent device failure
Fans spin - no power to other devices
Indicator lights
Smoke
Burning smell
BSOD
Multimeter
Power supply tester
Loopback plugs
POST card
Lecture Focus Questions:





What are the symptoms of system power problems? How do you
troubleshoot system power problems?
How do you interpret BIOS error codes generated during POST?
What are the symptoms of memory errors? How do you troubleshoot
memory problems?
What are the symptoms of system overheating? How do you troubleshoot
overheating issues?
What are the symptoms of internal and external device failures? How do
you troubleshoot internal and external device failures?
Video/Demo
Time
13.1.1 Common Motherboard, RAM and CPU Issues
22:16
13.1.4 Processor Troubleshooting
10:13
13.1.8 Memory Troubleshooting
9:29
13.1.9 Testing Memory
9:03
Total
51:01
Lab/Activity





Troubleshoot System Power
Troubleshoot Power Supply Problems
Troubleshoot Processor Installation 1
Troubleshoot Processor Installation 2
Troubleshoot Memory 1
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
Troubleshoot Memory 2
Number of Exam Questions
17 questions
Total Time
About 105 minutes
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Section 13.2: Storage Troubleshooting
Summary
This section discusses troubleshooting storage devices. Details include:


Resources an expert troubleshooter uses:
o System docs
o Knowledge bases
o Service manuals
o User forums
Resolutions of hard disk issues :
o Slow performance
o Failure to boot (OS not found)
o Drive not recognized by the BIOS
o Drive noise
Students will learn how to:





Optimize hard disk performance.
Troubleshoot boot failures.
Troubleshoot problems with storage device boot priority in the BIOS
Troubleshoot floppy disk issues.
Troubleshoot SATA and PATA drive issues.
A+ 220-802 Exam Objectives:

4.3 Given a scenario, troubleshoot hard drives and RAID arrays with
appropriate tools.
o Common symptoms
 Read/write failure
 Slow performance
 Loud clicking noise
 Failure to boot
 Drive not recognized
 OS not found
 RAID not found
 RAID stops working
 BSOD
o Tools
 Screwdriver
 External enclosures
 CHKDSK
 FORMAT
 FDISK
 File recovery software
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Lecture Focus Questions:




A hard disk is performing slowly. What can you do to speed up its
performance?
A system fails to boot, displaying an Operating System Not Found error
message. What is causing this?
A hard disk connected to the motherboard is not recognized by the BIOS.
What is causing this?
The light on a floppy diskette drive comes on and stays on at boot. How
can you fix this?
Video/Demo
13.2.1 Common Storage Issues
Time
20:08
Lab/Activity


Troubleshoot Floppy Configuration
Troubleshoot PATA Devices
Number of Exam Questions
21 questions
Total Time
About 55 minutes
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Section 13.3: Video Troubleshooting
Summary
This section discusses troubleshooting the following common video problems.
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
System does not boot
Colors not correct/Colors are not smooth
Blurry images, strange color tints
Image missing, doesn’t fill the screen, skewed, or cut off
Program or system lockup, system crashes, slow video performance
Screen flickers or appears wavy, user reports headaches
Scrambled or distorted images, blank screen, high-pitched tone
Image does not display on a second monitor
Slow performance when drawing screens
Video files or DVD video does not play, audio plays but no video
Students will learn how to:
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
Troubleshoot monitors with no display.
Troubleshoot monitors displaying in VGA mode.
Troubleshoot monitor thermal shutdown.
Determine the native resolution for an LCD monitor.
Troubleshoot backlight issues on LCD monitors.
Fix dead or stuck pixels on an LCD monitor.
Degauss a CRT monitor.
A+ 220-802 Exam Objectives:

4.4 Given a scenario, troubleshoot common video and display issues.
o Common symptoms
 VGA mode
 No image on screen
 Overheat shutdown
 Dead pixels
 Artifacts
 Color patterns incorrect
 Dim image
 Flickering image
 Distorted image
 Discoloration (degaussing)
 BSOD
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Lecture Focus Questions:
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






What components comprise the video system in a PC?
No output is displayed on a video monitor. What could be causing this?
The output on a video monitor is displayed in VGA mode. What could be
causing this?
A monitor suddenly shuts off during use. What could be causing this?
The display on an LCD monitor looks pixilated and chunky. What could be
causing this?
The display on an LCD monitor is dim. What could be causing this?
The display on an LCD monitor is flickering. What could be causing this?
An LCD monitor has dead and stuck pixels. How can you fix this?
The display on a CRT monitor is discolored. How can you fix this?
Video/Demo
Time
13.3.1 Common Video and Display Issues 1
14:58
13.3.2 Common Video and Display Issues 2
11:03
13.3.3 Video Troubleshooting
15:19
Total
41:20
Number of Exam Questions
10 questions
Total Time
About 55 minutes
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Section 13.4: Network Troubleshooting
Summary
This section discusses troubleshooting network problems.


Steps to identify the scope of the network problem
o Verify the network adapter
o Verify physical connectivity
o Verify the IP configuration
o Verify network connectivity
Troubleshooting network communications
o Physical issues
o Interference
o IP configuration
o Communication issues
o Network issues
o Resource access issues
Students will learn how to:




View the status of a network connection.
Use ping and ipconfig to troubleshoot network connectivity problems.
Troubleshoot IP address conflicts.
Troubleshoot DHCP client issues.
A+ 220-801 Exam Objectives:

2.10 Given a scenario, use appropriate networking tools.
o Crimper
o Multimeter
o Toner probe
o Cable tester
o Loopback plug
o Punchdown tool
A+ 220-802 Exam Objectives:

4.5 Given a scenario, troubleshoot wired and wireless networks with
appropriate tools.
o Common symptoms
 No connectivity
 APIPA address
 Limited connectivity
 Local connectivity
 Intermittent connectivity
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o Tools
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IP conflict
Slow transfer speeds
Low RF signal
Cable tester
Loopback plug
Punch down tools
Toner probes
Wire strippers
Crimper
PING
IPCONFIG
TRACERT
NETSTAT
NBTSTAT
NET
Wireless locator
Lecture Focus Questions:







What is the first thing you should try if the link light is not lit? What should
you try next?
What should you try if all of the computers on the network are having the
same problem?
What kind of problem is likely indicated when you can ping a device by the
IP address but not the host name?
What additional information is shown when you use the /all switch with the
ipconfig command?
Two hosts report that they are using the same IP address. What should
you do?
A host has an IP address of 169.254.0.2. What caused this?
You are receiving an intermittent wireless network signal. What could be
causing this?
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Video/Demo
13.4.1 Common Wired and Wireless Network Issues
Time
20:52
13.4.2 Network Troubleshooting 1
4:34
13.4.3 Network Troubleshooting 2
17:02
13.4.4 Troubleshooting Network Connectivity 1
19:50
13.4.6 Troubleshooting Network Connectivity 2
12:20
Total
74:38
Lab/Activity


Fix a Network Connection 1
Fix a Network Connection 2
Number of Exam Questions
21 questions
Total Time
About 115 minutes
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Section 13.5: Operating System Troubleshooting
Summary
This section discusses troubleshooting operating system problems.




Guidelines for troubleshooting common application issues:
o Shortcut malfunction
o Installation issues
o Windows compatibility
o Permissions
o Error reporting
o Service fails to start
When troubleshooting the boot process be aware of the general stages of
the startup process:
o POST (power on/self-test)
o Boot loader
o Operating system startup
o Logon and user configuration
Boot process for:
o Windows NT/2000/SP/2003
o Windows Vista/2008/7
Additional details about the stages of the startup process:
o The steps of the POST (power on/self-test)
o The boot loader process
o The operating system startup process
o Logon and user configuration
Students will learn how to:





Edit the device priority list in the BIOS to include and exclude device types
from the boot order.
Modify the hard drive list to identify the order that the BIOS should search
when booting from a hard disk.
Troubleshoot failure to boot issues.
Troubleshoot services and devices that fail to start on boot.
Troubleshoot system crashes.
A+ 220-802 Exam Objectives:

4.6 Given a scenario, troubleshoot operating system problems with
appropriate tools.
o Common symptoms
 BSOD
 Failure to boot
 Improper shutdown
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o Tools
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

Spontaneous shutdown/restart
RAID not detected during installation
Device fails to start
Missing dll message
Services fails to start
Compatibility error
Slow system performance
Boots to safe mode
File fails to open
Missing NTLDR
Missing Boot.ini
Missing operating system
Missing Graphical Interface
Graphical Interface fails to load
Invalid boot disk
Fixboot
Recovery console
Fixmbr
Sfc
Repair disks
Pre-installation environments
MSCONFIG
DEFRAG
REGSRV32
REGEDIT
Event viewer
Safe mode
Command prompt
Emergency repair disk
Automated system recovery
Lecture Focus Questions:
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





What are the general stages of the startup process?
What are the two programs that Windows might use for the boot loader
program (depending on the operating system version)?
At what stage of the boot process can you press F8 to get advanced
startup options (such as Safe Mode)?
Under what circumstances would using the Last Known Good option
possibly work to help a system start? When would it not work?
The operating system won't load at system boot. What should you do?
Services fail to start when Windows loads. What should you do?
A Windows system generates a BSOD error. What should you do?
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Video/Demo
Time
13.5.1 Common Operating System Issues 1
17:03
13.5.2 Common Operating System Issues 2
14:33
13.5.3 Troubleshooting Applications
25:05
13.5.5 Windows Boot Process
13:32
13.5.7 Modifying the Boot Order
Total
8:46
78:59
Lab/Activity


Configure the Boot Order
Troubleshoot the Boot Order
Number of Exam Questions
16 questions
Total Time
About 115 minutes
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Section 13.6: Windows Recovery
Summary
This section discusses system recovery procedures.



Methods to try before using recovery tools:
o Removing problematic hardware or software
o Updating drivers, applications, and operating system files
o Booting using the Last Known Good boot option (if the problem is
keeping you from logging on)
o Booting into Safe Mode to disable devices or roll back drivers
Recovery tools to resolve problems:
o System Restore (restore point)
o Repair Installation Startup Repair
o Recovery Console (Repair command prompt)
o Emergency Repair Disk (ERD), Automated System Recovery
(ASR), Complete PC Restore
o Recovery disc/partition
o Parallel installation
Methods to recover lost data files:
o Previous Versions
o Restore from backup
Students will learn how to:
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


Boot using the installation disc and use automatic recovery options to
repair an installation.
Restore the system to a restore point.
Restore user data using previous versions and from backup.
Restore a system using a system image.
A+ 220-802 Exam Objectives:
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

1.3 Given a scenario, use appropriate command line tools.
o Recovery console
 Fixboot
 Fixmbr
1.5 Given a scenario, use Control Panel utilities (the items are organized
by "classic view/large icons" in Windows).
o Common to all Microsoft Operating Systems
 System
 System protection
1.7 Perform preventive maintenance procedures using appropriate tools.
o Best practices
 Schedules backups
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o Tools
 Backup
 System restore
 Recovery image
4.6 Given a scenario, troubleshoot operating system problems with
appropriate tools.
o Tools
 Sfc
 Recovery console
 Repair disks
 Emergency repair disk
 Automated system recovery
4.7 Given a scenario, troubleshoot common security issues with
appropriate tools and best practices.
o Tools
 Recovery console
 System restore
 Pre-installation environments
Lecture Focus Questions:
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






Before using recovery tools, what system recovery methods should you
attempt when you are unable to boot the computer?
When using a restore point, what happens to the system changes that
have been made since the restore point was taken? To the user data
files?
What types of elements does the Startup Repair inspect and automatically
repair to fix problems that keep Windows from booting?
When should the Recovery Console be used in the recovery process?
Which other things should you try first?
What are the advantages of using a recovery disc/partition to recover a
system? Disadvantages?
What are the two ways that a parallel installation can be performed?
What are the benefits of parallel installation? What are the drawbacks?
What methods can you use to recover lost data files?
Video/Demo
Time
13.6.1 System Recovery
13:53
13.6.2 Using Windows Recovery Options
17:42
13.6.3 Using Restore Tools
20:08
Total
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Number of Exam Questions
5 questions
Total Time
About 60 minutes
©2012 TestOut Corporation (Rev 11/12)
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Section 13.7: System Errors
Summary
This section discusses troubleshooting system errors. Details include:






Causes of errors, lockup and system crashes:
o Software bugs (errors in an application, the operating system, or
driver code)
o Corrupt or missing operating system files
o Incorrect, corrupt, or incompatible device drivers
o Overheated hardware
o Failing hardware (memory, hard disk, or other component)
Suggestions for basic troubleshooting:
o Identify the conditions when the error occurs
o Write down any error messages, and check Event Viewer for recent
events
o Start with recently installed or updated hardware or software
o Update operating system files, applications, and device drivers that
might be the cause
o Do an inspection of your hardware
o Run utilities to diagnose hardware components
Common problems and causes
Startup modes:
o Repair Your Computer
o Safe Mode
o Safe Mode with Networking
o Safe Mode with Command Prompt
o Enable Boot Logging
o Enable VGA Mode
o Last Known Good Configuration
o Disable automatic restart on system failure
o Disable Driver Signature Enforcement
Recommendations to troubleshoot startup errors
Common startup errors:
o System does not power on
o System power on but no display
o Corrupt MBR or partition table
o Corrupt boot sector
o Inaccessible boot disk
o Missing or corrupt file
o Corrupt system hive
o Bluescreen or system hang after Windows splash screen shows
o Service fails to start
o Corrupt or missing DLL or system file
o Device fails to start
o Error code 4
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Students will learn how to:
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



Diagnose and correct errors with system power.
Diagnose and correct system component errors.
Recover from partition and boot record errors.
During startup, access the advanced boot menu.
Choose advanced boot options to customize how the system starts and to
correct problems.
A+ 220-802 Exam Objectives:

4.6 Given a scenario, troubleshoot operating system problems with
appropriate tools.
o Common symptoms
 BSOD
 Failure to boot
 Improper shutdown
 Spontaneous shutdown/restart
 RAID not detected during installation
 Device fails to start
 Missing dll message
 Services fails to start
 Compatibility error
 Slow system performance
 Boots to safe mode
 File fails to open
 Missing NTLDR
 Missing Boot.ini
 Missing operating system
 Missing Graphical Interface
 Graphical Interface fails to load
 Invalid boot disk
o Tools
 Fixboot
 Recovery console
 Fixmbr
 Sfc
 Repair disks
 Pre-installation environments
 MSCONFIG
 DEFRAG
 REGSRV32
 REGEDIT
 Event viewer
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
Safe mode
Command prompt
Emergency repair disk
Automated system recovery
Lecture Focus Questions:
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








What are the most likely problems if you hear a series of beeps when the
system powers on and there is nothing on the monitor?
How would you correct the problem of a corrupt MBR or partition table?
What symptoms might indicate a corrupt or missing boot sector?
How would you troubleshoot a corrupt system hive?
What are the most common causes of errors when the system hangs after
the Windows splash screen shows?
When you receive an error about corrupt or missing DLLs or system files,
how can you verify the integrity of the system files and replace damaged
or missing files?
What are the most common types of crashes?
What types of things should be recorded when a crash occurs? Why is
this so important?
What sources are available for reference if common troubleshooting
doesn't provide an answer?
How can driver rollback help you recover from system instability
problems?
Which type of components does Windows Reporting monitor for errors?
When you select the startup mode of Last Known Good to restore the
registry to the last working configuration, where does the operating system
pull the configuration information from?
Video/Demo
13.7.1 Troubleshooting Lockups
13.7.3 Boot Options
Time
16:08
1:52
13.7.4 Using Advanced Boot Options
14:55
13.7.6 Startup Errors
20:18
Total
53:13
Lab/Activity




Troubleshoot System Startup 1
Troubleshoot System Startup 2
Troubleshoot System Startup 3
Troubleshoot System Startup 4
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Number of Exam Questions
21 questions
Total Time
About 105 minutes
©2012 TestOut Corporation (Rev 11/12)
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Section 13.8: Security Troubleshooting
Summary
This section discusses the basics of troubleshooting workstation security issues.
Details include:




Preventative measures:
o Implement malware prevention.
o Implement browser security.
o Enable automatic updates for workstation operating systems.
o Stay current by subscribing to security alerts offered by most
security software vendors.
o Educate users about current security threats and how to respond to
them.
Security threats:
o Hijacked email
o Redirection to rogue web sites
o Pharming
o Rogue anti-virus
o Cookies
Symptoms of malware
Best practices to remove malware
Students will learn how to:





Employ preventative measures to reduce security incidents.
Identify security issues with email hijacking, pharming, cookies, pop-up
windows, and malware.
Recognize rogue anti-virus exploits.
Identify the symptoms of a malware infection.
Use the correct procedure for removing malware from a computer system.
A+ 220-802 Exam Objectives:

4.7 Given a scenario, troubleshoot common security issues with
appropriate tools and best practices.
o Common symptoms
 Pop-ups
 Browser redirection
 Security alerts
 Slow performance
 Internet connectivity issues
 PC locks up
 Windows updates failures
 Rogue antivirus
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 Spam
 Renamed system files
 Files disappearing
 File permission changes
 Hijacked email
 Access denied
o Tools
 Anti-virus software
 Anti-malware software
 Anti-spyware software
 Recovery console
 System restore
 Pre-installation environments
 Event viewer
o Best practices for malware removal
 Identify malware symptoms
 Quarantine infected system
 Disable system restore
 Remediate infected systems
 Update anti-virus software
 Scan and removal techniques (safe mode, preinstallation environment)
 Schedule scans and updates
 Enable system restore and create restore point
 Educate end user
Lecture Focus Questions:






What key preventative measures can you employ to increase the overall
security of your computers and network?
A user reports that someone on the Internet is using her Gmail account to
send spam. How did this happen?
A malicious individual has set up a fake web site that looks identical to the
web site of a major bank. Users trying to connect to the legitimate site are
redirected to the malicious site. How did this happen?
A user reports that a pop-up window is displayed on his computer
indicating he has a virus. What should you tell him to do?
What are the symptoms of a malware infection?
What is the proper procedure for removing malware from a system?
Video/Demo
13.8.1 Common Security Issues
©2012 TestOut Corporation (Rev 11/12)
LabSim PC Pro
Time
15:36
221
Number of Exam Questions
5 questions
Total Time
About 25 minutes
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Section 13.9: Notebook Troubleshooting
Summary
In this section students will learn about troubleshooting notebook components.
Details include:

Troubleshooting guidelines for components of laptop computers:
o Power
o Video
o Notebook components
 Keyboard
 Mouse
 Digitizer
 Antennae
 Switch to turn on and off the wireless network card
o Considerations when maintaining portable devices
Students will learn how to:





Locate service manuals for notebook systems.
Perform preventative maintenance on notebook systems.
Troubleshoot power issues on notebook systems.
Troubleshoot video issues.
Troubleshoot malfunctioning notebook components.
A+ 220-802 Exam Objectives:

4.8 Given a scenario, troubleshoot, and repair common laptop issues
while adhering to the appropriate procedures.
o Common symptoms
 No display
 Dim display
 Flickering display
 Sticking keys
 Intermittent wireless
 Battery not charging
 Ghost cursor
 No power
 Num lock indicator lights
 No wireless connectivity
 No Bluetooth connectivity
 Cannot display to external monitor
o Disassembling processes for proper re-assembly
 Document and label cable and screw locations
 Organize parts
 Refer to manufacturer documentation
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
Use appropriate hand tools
Lecture Focus Questions:







You need to replace the RAM in a notebook system. You can't find the
memory slots in the system. What should you do?
You need to clean the LCD display screen on a notebook system. What
should you do?
A warning message is displayed on a notebook system indicating the
processor temperature is dangerously high. What should you do?
A notebook display is blank. What could be causing this?
While running on batteries, the power level of your notebook battery drops
quickly. What can you do?
The keyboard on a notebook doesn't appear to be working. How can you
test it?
A user complains that her notebook has lost connection to your
organization's wireless network and can't reconnect. What could be
wrong?
Video/Demo
13.9.1 Common Notebook Issues
Time
17:45
13.9.2 Troubleshooting Power
8:12
13.9.3 Troubleshooting Video
12:10
13.9.4 Troubleshooting Components
10:32
Total
48:39
Number of Exam Questions
17 questions
Total Time
About 70 minutes
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Section 13.10: Printer Troubleshooting
Summary
This section examines techniques for troubleshooting printers. Details include:




Troubleshooting techniques
Driver issues
Considerations when the printout quality is poor
Laser printers
Students will learn how to:

Troubleshoot and resolve common printing problems.
A+ 220-802 Exam Objectives:

4.9 Given a scenario, troubleshoot printers with appropriate tools
o Common symptoms
 Streaks
 Faded prints
 Ghost images
 Toner not fused to the paper
 Creased paper
 Paper not feeding
 Paper jam
 No connectivity
 Garbled characters on paper
 Vertical lines on page
 Backed up print queue
 Low memory errors
 Access denied
 Printer will not print
 Color prints in wrong print color
 Unable to install printer
o Error codes
 Tools
 Maintenance kit
 Toner vacuum
 Compressed air
 Printer spooler
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Lecture Focus Questions:









How do you clean an ink jet printer head?
How does the EP process differ from the LED process to create an
electrostatic charge to hold dry toner to the paper's surface?
In the laser printing process, how does the primary corona prepare the
photosensitive drum for writing?
What is the best way to clean up a toner spill?
What are three obvious things you should check before doing more
extensive printing troubleshooting?
What problems are indicated if the printer can print a test page, but you
cannot send a print job to the printer from a workstation?
What problems are indicated if a print job is full of garbled text?
How does paper quality affect a printer?
What is typically the problem when a vertical stripe is printed down the
print job?
Video/Demo
Time
13.10.1 Common Printing Issues
21:08
13.10.2 Printer Troubleshooting
4:01
13.10.3 Troubleshooting Printing
22:04
Total
47.13
Number of Exam Questions
18 questions
Total Time
About 70 minutes
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Section 13.11: Device Troubleshooting
Summary
This section discusses troubleshooting device problems. Details include:



Proper installation procedures
Elements to check when the device is not working properly
Strategies for consider when installing a new device leads to system
instability
Students will learn how to:




Update and roll back device drivers.
Enable and disable devices in Device Manager.
Use the Last Known Good configuration, Safe Mode, and restore points to
recover from device-related errors.
Update hardware device firmware.
A+ 220-802 Exam Objectives:



1.4 Given a scenario, use appropriate operating system features and
tools.
o Administrative
 Device manager
4.2 Given a scenario, troubleshoot common problems related to
motherboards, RAM, CPU, and power with appropriate tools.
o Common symptoms
 Intermittent device failure
4.6 Given a scenario, troubleshoot operating system problems with
appropriate tools.
o Common symptoms
 Device fails to start
Lecture Focus Questions:




What are the first items you should check when you have installed a new
device and it is not working properly?
How do you verify that a device is recognized and enabled in Device
Manager?
What should you do if the system crashes during startup before you can
log on?
If you cannot boot the system into Safe Mode, what steps should you take
to boot the system?
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
Once you get the system started after reducing it to a minimal state, how
will you identify the component that has the problem?
Video/Demo
13.11.1 Device Troubleshooting
Time
2:52
13.11.2 Troubleshooting Devices
13:45
13.11.6 Performing a Firmware Update
10:21
Total
26.58
Lab/Activity


Manage Devices 1
Manage Devices 2
Number of Exam Questions
8 questions
Total Time
About 40 minutes
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Section 14.0: Capstone Exercises
Summary
This section contains two complex lab activities which require students to use a
culmination of all the skills they have learned in this course.
Lab/Activity


Build a Computer From Scratch
Troubleshoot a Malfunctioning Computer
Total Time
About 40 minutes
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PC Pro Certification Practice Exams
Summary
This section provides information to help prepare students to take the PC Pro
Certification exam and to register for the exam.
Students will also have the opportunity of testing their mastery of the concepts
presented in this course to reaffirm that they are ready for the certification exam.
For example, all simulations that apply to Objective 1.0 Audio are grouped
together and presented in practice exam PC Pro Domain 1: Audio. Students will
typically take about 5-10 minutes (depending upon the complexity and their level
of knowledge) to complete each simulation question in the following practice
exams.
PC Pro Domain 1: Audio (1 simulation question)
PC Pro Domain 2: CPU (4 simulation questions)
PC Pro Domain 3: Expansion Slots (1 simulation question)
PC Pro Domain 4: External Devices (5 simulation questions)
PC Pro Domain 5: Memory (4 simulation questions)
PC Pro Domain 6: Motherboard (1 simulation question)
PC Pro Domain 7: Networking (14 simulation questions)
PC Pro Domain 8: Power Supply (3 simulation questions)
PC Pro Domain 9: Printing (5 simulation questions)
PC Pro Domain 10: Security (8 simulation questions)
PC Pro Domain 11: Storage (13 simulation questions)
PC Pro Domain 12: System Management (9 simulation questions)
PC Pro Domain 13: Video (7 simulation questions)
PC Pro Certification Practice Exam
The Certification Practice Exam consists of 15 simulation questions that are
selected from the above practice exams. The Certification Practice Exam has a
time limit of 105 minutes. A passing score of 95% should verify that the student
has mastered the concepts and is ready to take the real certification exam.
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220-801 Practice Exams
Summary
In this section students will prepare to take the CompTIA 220-801 Certification
exam and to register for the exam.
Students will also have the opportunity of testing their mastery of the concepts
presented in this course to reaffirm that they are ready for the certification exam.
Students will typically take about 1 minute for each question to complete each of
the following practice exams:
Domain 1: PC Hardware, All Questions (257 questions)
Domain 2: Networking, All Questions (130 questions)
Domain 3: Laptops, All Questions (35 questions)
Domain 4: Printers, All Questions (39 questions)
Domain 5: Operational Procedures, All Questions (50 questions)
220-801 Certification Practice Exam
The 220-801 Certification Practice Exam consists of 100 questions that are
randomly selected from the above practice exams. Each time the Certification
Practice Exam is accessed different questions may be presented. The
Certification Practice Exam has a time limit of 90 minutes -- just like the real
certification exam. A passing score of 95% should verify that the student has
mastered the concepts and is ready to take the real certification exam.
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220-802 Practice Exams
Summary
In this section students will prepare to take the CompTIA 220-802 Certification
exam and to register for the exam.
Students will also have the opportunity of testing their mastery of the concepts
presented in this course to reaffirm that they are ready for the certification exam.
Students will typically take about 1 minute for each question to complete each of
the following practice exams:
Domain 1: Operating Systems, All Questions (209 questions)
Domain 2: Security, All Questions (78 questions)
Domain 3: Mobile Devices, All Questions (6 questions)
Domain 4: Troubleshooting, All Questions (180 questions)
220-801 Certification Practice Exam
The 220-802 Certification Practice Exam consists of 100 questions that are
randomly selected from the above practice exams. Each time the Certification
Practice Exam is accessed different questions may be presented. The
Certification Practice Exam has a time limit of 90 minutes -- just like the real
certification exam. A passing score of 95% should verify that the student has
mastered the concepts and is ready to take the real certification exam.
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Appendix A: Approximate Time for the Course
The total time for the LabSim PC Pro course is approximately 110 hours and 44
minutes. The time is calculated by adding the approximate time for each section
which is calculated using the following elements:




Video/demo times
Approximate time to read the text lesson (the length of each text lesson is
taken into consideration)
Simulations (5 minutes assigned per simulation. This is the amount of time
it would take for a knowledgeable student to complete the lab activity. Plan
that the new students will take much longer than this depending upon their
knowledge level and computer experience.)
Questions (1 minute per question)
The breakdown for this course is as follows:
Module
Sections
Time
Minute HR:MM
1.0 Computing Overview
1.1 Course Introduction
1.2 Using the Simulator
1.3 Hardware Basics
1.4 Operating System Basics
10
55
45
45
155
2:35
50
55
20
60
25
210
3:30
20
55
45
60
125
90
25
30
55
20
525
8:45
2.0 PC Technician
2.1 Protection and Safety
2.2 Professionalism
2.3 PC Tools
2.4 PC Maintenance
2.5 Troubleshooting Overview
3.0 System Components
3.1 Cases, Form Factors, and Power
3.2 Power Supplies
3.3 Motherboards and Buses
3.4 Processors
3.5 Memory
3.6 BIOS
3.7 Expansion Cards
3.8 Video
3.9 Audio
3.10 Cooling
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4.0 Peripheral Devices
4.1 Peripheral Devices
4.2 Serial, Parallel, and PS/2
4.3 USB
4.4 IEEE 1394 (Firewire)
4.5 Display Devices
4.6 Device Installation
25
25
40
15
130
55
290
4:50
55
25
40
30
50
55
115
55
35
45
505
8:25
60
65
45
15
35
65
15
20
65
25
75
65
60
15
625
10:25
5.0 Storage
5.1 Storage Devices
5.2 Floppy Drives
5.3 Parallel ATA (IDE)
5.4 Serial ATA
5.5 SCSI
5.6 Optical Media
5.7 File System
5.8 RAID
5.9 Adding Storage
5.10 Disk Optimization
6.0 Networking
6.1 Networking Overview
6.2 Network Hardware
6.3 Networking Media
6.4 Ethernet
6.5 Network Addressing
6.6 IP Configuration
6.7 IP version 6
6.8 Protocols
6.9 802.11 Wireless
6.10 Infrared and Bluetooth
6.11 Internet Connectivity
6.12 SOHO Configuration
6.13 Network Utilities
6.14 HomeGroup
7.0 Printing
7.1 Printers
7.2 Printer Configuration
7.3 Network Printing
7.4 Printing Management
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45
40
45
234
7.5 Printer Maintenance
25
225
3:45
60
60
40
70
230
3:50
115
30
30
50
50
40
45
75
30
465
7:45
30
50
45
20
70
215
3:35
35
110
45
70
20
280
4:40
8.0 Mobile Devices
8.1 Notebook Computers
8.2 Notebook Components
8.3 Notebook Power Management
8.4 Mobile Devices
9.0 Windows System Management
9.1 Windows System Tools
9.2 Preferences and Settings
9.3 Performance Monitoring
9.4 Users and Groups
9.5 Remote Services
9.6 Applications
9.7 Updates
9.8 System Protection
9.9 Virtual Memory
10.0 System Implementation
10.1 Component Selection
10.2 Windows Pre-installation
10.3 Windows Installation
10.4 Post Installation
10.5 Virtualization
11.0 File Management
11.1 File Locations
11.2 Managing Files
11.3 NTFS Permissions
11.4 Shared Folders
11.5 Offline Files
12.0 Security
12.1 Best Practices
12.2 Physical Security
12.3 Social Engineering
12.4 BIOS Security
12.5 Malware Protection
12.6 Authentication
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60
20
30
65
90
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12.7 Encryption
12.8 Network Security
12.9 Firewalls
12.10 Proxy Servers
30
45
55
20
440
7:20
105
55
55
115
115
60
105
25
70
70
40
815
13:35
20
20
40
:40
5
20
5
25
20
5
70
15
25
40
65
45
35
75
450
7:30
13.0 Troubleshooting
13.1 Motherboard, RAM, and CPU
Troubleshooting
13.2 Storage Troubleshooting
13.3 Video Troubleshooting
13.4 Network Troubleshooting
13.5 Operating System Troubleshooting
13.6 Windows Recovery
13.7 System Errors
13.8 Security Troubleshooting
13.9 Notebook Troubleshooting
13.10 Printer Troubleshooting
13.11 Device Troubleshooting
14.0 Capstone Exercise
14.1 Build a Computer From Scratch
14.2 Troubleshoot a Malfunctioning Computer
PC Pro Certification Practice Exams
PC Pro Domain 1: Audio (1 Sim)
PC Pro Domain 2: CPU (4 Sims)
PC Pro Domain 3: Expansion Slots (1 Sim)
PC Pro Domain 4: External Devices (5 Sims)
PC Pro Domain 5: Memory (4 Sims)
PC Pro Domain 6: Motherboard (1 Sim)
PC Pro Domain 7: Networking (14 Sims)
PC Pro Domain 8: Power Supply (3 Sims)
PC Pro Domain 9: Printing (5 Sims)
PC Pro Domain 10: Security (8 Sims)
PC Pro Domain 11: Storage (13 Sims)
PC Pro Domain 12: System Management (9 Sims)
PC Pro Domain 13: Video (7 Sims)
PC Pro Certification Practice Exam (15 Sims)
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220-801 Practice Exams
Domain 1: PC Hardware (257 questions)
Domain 2: Networking. (130 questions)
Domain 3: Laptops (35 questions)
Domain 4: Printers (39 questions)
Domain 5: Operational Procedures (50 questions)
220-801 Certification Practice Exam (100
questions)
257
130
35
39
50
100
611
10:11
90
563
9:23
Total
Time
6659
110:44
220-802 Practice Exams
Domain 1: Operating Systems (209 questions)
Domain 2: Security (78 questions)
Domain 3: Mobile Devices (6 questions)
Domain 4: Troubleshooting (180 questions)
220-802 Certification Practice Exam (100
questions)
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Appendix B: PC Pro Objectives
The PC Pro course covers the following PC Pro objectives:
#
1.0
Exam Objective
Module.Section
3.9
Audio
Identify audio connectors and cables by sight or
name
Given an existing system with or without
documentation, select and install a sound card to
meet end-user requirements.
Given an existing system, connect external audio
equipment to sound card audio connectors.
2.0
CPU
3.4, 3.10
Given an existing system with or without
documentation, select an appropriate processor
to meet end-user requirements.
Use correct procedures to install a CPU in a
motherboard using a thermal pad or paste, a heat
sink and fan, and power connectors.
View BIOS settings to verify proper installation of
the processor.
o Enable or disable hyper-threading in the
BIOS.
o Enable or disable VT support in the
BIOS.
o Monitor cooling fan speed and CPU
temperature.
3.0
Expansion Slots
3.3, 3.7
Given an existing system without documentation,
identify expansion cards and slots by sight or by
name, including ISA, PCI, AGP, PCI Express (1x,
2x, and 8x), and PCMCIA.
Given an existing system, select and install
expansion cards based on bus type that meets
end-user requirements.
4.0
External Devices (USB, Firewire, parallel,
keyboard/mouse, serial)
4.1, 4.2, 4.3, 4.4,
4.6
Identify external device connectors and cables by
sight or name.
Connect external devices using the appropriate
connectors and cables.
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Install drivers for external devices.
In the Windows operating system, prepare devices
for safe removal.
5.0
Memory
3.5, 3.6
Identify memory module form factors and
motherboard memory slots by name or sight
(SDRAM, DDR, DDR2, DDR3, Rambus, and
Sodimm).
Given an existing system with or without
documentation, select and install memory
modules to meet end-user requirements.
Important characteristics include speed, capacity,
parity/ECC, dual or triple channels, and continuity
modules.
Using the BIOS or Windows utilities, identify the
amount of installed memory.
Use a memory module tester to identify
malfunctioning memory.
Given a Windows system, configure virtual
memory settings to meet scenario requirements.
6.0
Motherboard
3.3, 3.6
Given a scenario where a new motherboard is
required in a new or existing PC system, use
system documentation and end-user
requirements to select and install an appropriate
motherboard.
Given motherboard and system case
documentation, connect header devices and
system case connectors to the motherboard.
Using the BIOS, enable and disable onboard
devices.
Using manufacturer-supplied documentation and
utility, update the BIOS on a motherboard to the
latest revision.
7.0
Networking
Identify Ethernet networking cables and
connectors by sight or name.
Given a scenario and networking requirements,
select the necessary connectivity hardware (such
as wired network adapters, wireless network
adapters, and networking devices).
Given a set of basic IP v4 configuration settings or
a network diagram, configure a wired, wireless,
or dialup network connection in Windows.
Use the following networking utilities to view the
existing network configuration, test network
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6.5, 6.6, 6.9, 6.11,
6.12, 6.13, 6.14
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communications, and troubleshoot basic
connectivity problems:
o ipconfig
o ping
o traceroute
8.0
Power Supply
3.2
Identify power supply connectors by sight or name.
Given a scenario with an existing motherboard and
end user requirements, select the appropriate
power supply based on power output, the number
of available connectors, and the type of
connectors used.
Given motherboard and power supply
documentation, install a power supply in an
existing case, connecting it to peripheral devices
and the motherboard.
Given motherboard and power supply
documentation, test the functionality of a power
supply.
9.0
Printing
7.1, 7.2, 7.3, 7.4
Given an existing system, select and install a
printer to meet end-user requirements.
Use Windows utilities to configure printing.
o Configure local USB and parallel
printers.
o Connect to a shared printer on a
network.
o Share a printer, add printer drivers for
other operating systems, and manage
printer permissions.
o Set the default printer.
o Manage print jobs and the print queue.
o Start and stop the print spooler.
o Print a test page.
10.0
Security
Configure BIOS security settings such as
configuring drive lock, setting user and
administrator passwords, enabling/disabling
chassis intrusion detection, and
enabling/disabling TPM.
Configure password and account lockout settings
in a local security policy.
Configure a screen saver and require a password
to unlock a Windows workstation.
Configure the basic Windows Firewall. Open
necessary ports to support running services and
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12.7, 12.9
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applications.
Encrypt files and folders.
11.0
Storage
5.1, 5.3, 5.4, 5.6,
5.7, 5.8, 5.9, 5.10
Given a scenario and a set of user requirements,
select the appropriate storage solution (such as
flash storage, hard disk, optical disk, or tape
drive).
Identify SATA and IDE/ATA data connectors,
power connectors, and cables by name or by
sight.
Given an existing system and hard disk labels,
install SATA and IDE/ATA storage devices using
the appropriate cables, power connectors, and
device/jumper settings.
Configure BIOS settings for hard disks (including
drive detection, SATA mode, and boot order).
Configure common RAID arrays using
motherboard utilities or Windows Disk
Management.
Given a newly installed drive and a set of end-user
requirements, use Disk Management to configure
the drive for use by Windows.
o Upgrade to a dynamic disk if required.
o Create volumes or partitions.
o Assign a drive letter.
o Format the drive using an appropriate
file system (such as FAT32, NTFS, or
FAT64) based on end user
requirements.
Using Disk Management in Windows, add space to
an existing volume by extending the volume or
configuring a mount point.
Manage the file system type on an existing drive.
o Convert a file system to NTFS
o Reformat a partition to use the FAT32
file system.
Use Windows utilities (Explorer, attrib command)
to find or set drive, folder, or file attributes.
Schedule and run Disk Cleanup and Disk
Defragmentation in Windows.
12.0
System Management
9.4, 9.5, 9.7, 9.8
Use Windows Backup to configure a full system or
file backup schedule.
Enable system restore and configure a restore
point.
Configure Windows Update settings.
Use Device Manager to update drivers, roll back
drivers, and enable or disable devices.
Configure Power Management settings in
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Windows.
Enable and configure Remote Desktop and
Remote Assistance.
Configure local users and groups for a Windows
system.
Configure User Access Control (UAC) settings in
Windows 7.
13.0
Video
3.8
4.5
Given an existing system with an open video slot
and documentation, select and install a video
card to meet end-user requirements.
Identify video connectors and cables by sight or
name.
Given an existing system with one or more
installed video cards, select one or more monitor
to meet end-user requirements.
Connect one or more monitors to an installed
video card.
Use Windows utilities to configure display and
video adapter settings, including resolution,
native resolution, color depth, dual monitor
configuration, and refresh rate.
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Appendix C: CompTIA A+ (2012 Edition) Exam 220-801
Objectives
The PC Pro course covers the following 220-801 objectives:
#
Exam Objective
1.0
PC Hardware
1.1
Configure and apply BIOS settings.
Install firmware upgrades - flash BIOS
BIOS component information
o RAM
o Hard drive
o Optical drive
o CPU
BIOS configurations
o Boot sequence
o Enabling and disabling devices
o Date/time
o Clock speeds
o Virtualization support
 BIOS security (passwords, drive
encryption: TPM, lo-jack)
Use built-in diagnostics
Monitoring
o Temperature monitoring
o Fan speeds
o Intrusion detection/notification
o Voltage
o Clock
o Bus speed
1.2
Differentiate between motherboard components, their
purposes, and properties.
Module.Section
3.6
10.3, 10.5
12.4, 12.7
3.1, 3.3, 3.4, 3.5
Sizes
o ATX
o Micro-ATX
o ITX
Expansion slots
o PCI
o PCI-X
o PCIe
o miniPCI
o CNR
o AGP2x, 4x, 8x
RAM slots
CPU sockets
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Chipsets
o North Bridge
o South Bridge
o CMOS battery
Jumpers
Power connections and types
Fan connectors
Front panel connectors
o USB
o Audio
o Power button
o Power light
o Drive activity lights
o Reset button
1.3
Compare and contrast RAM types and features.
3.5
Types
o
o
o
o
o
o
o
o
o
o
DDR
DDR2
DDR3
SDRAM
SODIMM
RAMBUS
DIMM
Parity vs. non-parity
ECC vs. non-ECC
RAM configurations
 Single channel vs. dual channel
vs. triple channel
o Single sided vs. double sided
RAM compatibility and speed
1.4
Install and configure expansion cards.
Sound cards
Video cards
Network cards
Serial and parallel cards
USB cards
Firewire cards
Storage cards
Modem cards
Wireless/cellular cards
TV tuner cards
Video capture cards
Riser cards
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4.2, 4.3, 4.4
5.1, 5.4
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1.5
Install and configure storage devices and use appropriate media.
Optical drives
o CD-ROM
o DVD-ROM
o Blu-Ray
Combo drives and burners
o CD-RW
o DVD-RW
o Dual Layer DVD-RW
o BD-R
o BD-RE
Connection types
o External
 USB
 Firewire
 eSATA
 Ethernet
o Internal SATA, IDE and SCSI
 IDE configuration and setup (Master, Slave,
Cable Select)
 SCSI IDs (0 - 15)
o Hot swappable drives
Hard drives
o Magnetic
o 5400 rpm
o 7200 rpm
o 10,000 rpm
o 15,000 rpm
Solid state/flash drives
o Compact flash
o SD
o Micro-SD
o Mini-SD
o xD
o SSD
RAID types
o 0
o 1
o 5
o 10
Floppy drive
Tape drive
Media capacity
o CD
o CD-RW
o DVD-RW
o DVD
o Blu-Ray
o Tape
o Floppy
o DL DVD
©2012 TestOut Corporation (Rev 11/12)
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5.1,
5.2,
5.3,
5.4,
5.5,
5.6,
5.8
245
1.6
Differentiate among various CPU types and features and select the
appropriate cooling method.
3.4,
3.10
Socket types
o Intel: LGA, 775, 1155, 1156, 1366
o AMD: 940, AM2, AM2+, AM3, AM3+, FM1, F
Characteristics
o Speeds
o Cores
o Cache size/type
o Hyperthreading
o Virtualization support
o Architecture (32-bit vs. 64-bit)
o Integrated GPU
Cooling
o Heat sink
o Fans
o Thermal paste
o Liquid-based
1.7
Compare and contrast various connection interfaces and explain their
purpose.
Physical connections
o USB 1.1 vs. 2.0 vs. 3.0 speed and distance
characteristics
 Connector types: A, B, mini, micro
o Firewire 400 vs. Firewire 800 speed and distance
characteristics
o SATA1 vs. SATA2 vs. SATA3, eSATA, IDE speeds
o Other connector types
 Serial
 Parallel
 VGA
 HDMI
 DVI
 Audio
 RJ-45
 RJ-11
o Analog vs. digital transmission
 VGA vs. HDMI
Speeds, distances and frequencies of wireless device
connections
o Bluetooth
o IR
o RF
1.8
Install an appropriate power supply based on a given scenario.
1.3
4.1,
4.2,
4.3,
4.4,
4.5
5.4
6.10
3.2
Connector types and their voltages
o SATA
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o Molex
o 4/8-pin 12v
o PCIe 6/8-pin
o 20-pin
o 24-pin
o Floppy
Specifications
o Wattage
o Size
o Number of connectors
o ATX
o Micro-ATX
Dual voltage options
1.9
Evaluate and select appropriate components for a custom configuration,
to meet customer specifications or needs.
10.1
Graphic / CAD / CAM design workstation
o Powerful processor
o High-end video
o Maximum RAM
Audio/Video editing workstation
o Specialized audio and video card
o Large fast hard drive
o Dual monitors
Virtualization workstation
o Maximum RAM and CPU cores
Gaming PC
o Powerful processor
o High-end video/specialized GPU
o Better sound card
o High-end cooling
Home Theater PC
o Surround sound audio
o HDMI output
o HTPC compact form factor
o TV tuner
Standard thick client
o Desktop applications
o Meets recommended requirements for running
Windows
Thin client
o Basic applications
o Meets minimum requirements for running Windows
Home Server PC
o Media streaming
o File sharing
o Print sharing
o Gigabit NIC
o RAID array
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1.10
Given a scenario, evaluate types and features of display devices.
4.5
Types
o CRT
o LCD
o LED
o Plasma
o Projector
o OLED
Refresh rates
Resolution
Native resolution
Brightness/lumens
Analog vs. digital
Privacy/antiglare filters
Multiple displays
1.11
Identify connector types and associated cables.
Display connector types
o DVI-D
o DVI-I
o DVI-A
o Displayport
o RCA
o DB-15
o BNC
o miniHDMI
o RJ-45
o miniDin-6
Display cable types
o HDMI
o DVI
o VGA
o Component
o Composite
o S-video
o RGB
o Coaxial
o Ethernet
Device connectors and pin arrangements
o SATA
o eSATA
o PATA
 IDE
 EIDE
o Floppy
o USB
o IEEE1394
o SCSI
o PS/2
o Parallel
©2012 TestOut Corporation (Rev 11/12)
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4.3,
4.4,
4.5
5.2,
5.3,
5.4,
5.5
248
o Serial
o Audio
o RJ-45
Device cable types
o SATA
o eSATA
o IDE
o EIDE
o Floppy
o USB
o IEEE1394
o SCSI
 68pin vs. 50pin vs. 25pin
o Parallel
o Serial
o Ethernet
o Phone
1.12
Install and configure various peripheral devices.
4.1
Input devices
o Mouse
o Keyboard
o Touch screen
o Scanner
o Barcode reader
o KVM
o Microphone
o Biometric devices
o Game pads
o Joysticks
o Digitizer
Multimedia devices
o Digital cameras
o Microphone
o Webcam
o Camcorder
o MIDI enabled devices
Output devices
o Printers
o Speakers
o Display devices
2.0
Networking
2.1
Identify types of network cables and connectors.
6.3,
6.4
Fiber
o Connectors: SC, ST and LC
Twisted Pair
o Connectors: RJ-11, RJ-45
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o
Coaxial
o
2.2
Wiring standards: T568A, T568B
Connectors: BNC, F-connector
Categorize characteristics of connectors and cabling.
6.3,
6.4
Fiber
o Types (single-mode vs. multi-mode)
o Speed and transmission limitations
Twisted pair
o Types: STP, UTP, CAT3, CAT5, CAT5e, CAT6,
plenum, PVC
o Speed and transmission limitations
Coaxial
o Types: RG-6, RG-59
o Speed and transmission limitations
2.3
Explain properties and characteristics of TCP/IP.
IP class
o Class A
o Class B
o Class C
IPv4 vs. IPv6
Public vs. private vs. APIPA
Static vs. dynamic
Client-side DNS
DHCP
Subnet mask
Gateway
2.4
Explain common TCP and UDP ports, protocols, and their purpose.
6.5,
6.6,
6.7
6.8
12.7
Ports
o
o
o
o
o
o
o
o
o
Protocols
o
o
o
o
o
21 - FTP
23 - TELNET
25 - SMTP
53 - DNS
80 - HTTP
110 - POP3
143 - IMAP
443 - HTTPS
3389 - RDP
DHCP
DNS
LDAP
SNMP
SMB
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o SSH
o SFTP
TCP vs. UDP
2.5
Compare and contrast wireless networking standards and encryption
types.
6.9
Standards
o 802.11 a/b/g/n
o Speeds, distances and frequencies
Encryption types
o WEP, WPA, WPA2, TKIP, AES
2.6
Install, configure, and deploy a SOHO wireless/wired router using
appropriate settings.
6.12
MAC filtering
Channels (1 - 11)
Port forwarding, port triggering
SSID broadcast (on/off)
Wireless encryption
Firewall
DHCP (on/off)
DMZ
NAT
WPS
Basic QoS
2.7
Compare and contrast Internet connection types and features.
6.11
Cable
DSL
Dial-up
Fiber
Satellite
ISDN
Cellular (mobile hotspot)
Line of sight wireless internet service
WiMAX
2.8
Identify various types of networks.
6.1
LAN
WAN
PAN
MAN
Topologies
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o
o
o
o
o
2.9
Mesh
Ring
Bus
Star
Hybrid
Compare and contrast network devices their functions and features.
6.2,
6.4
Hub
Switch
Router
Access point
Bridge
Modem
NAS
Firewall
VoIP phones
Internet appliance
2.10
Given a scenario, use appropriate networking tools.
2.3,
13.4
Crimper
Multimeter
Toner probe
Cable tester
Loopback plug
Punchdown tool
3.0
Laptops
3.1
Install and configure laptop hardware and components.
8.1,
8.2
Expansion options
o Express card /34
o Express card /54
o PCMCIA
o SODIMM
o Flash
Hardware/device replacement
o Keyboard
o Hard Drive (2.5 vs. 3.5)
o Memory
o Optical drive
o Wireless card
o Mini-PCIe
o Screen
o DC jack
o Battery
o Touchpad
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o
o
o
o
3.2
Plastics
Speaker
System board
CPU
Compare and contrast the components within the display of a laptop.
8.2
Types
o LCD
o LED
o OLED
o Plasma
Wi-Fi antenna connector/placement
Inverter and its function
Backlight
3.3
Compare and contrast laptop features.
8.1,
8.2
Special function keys
o Dual displays
o Wireless (on/off)
o Volume settings
o Screen brightness
o Bluetooth (on/off)
o Keyboard backlight
Docking station vs. port replicator
Physical laptop lock and cable lock
4.0
Printers
4.1
Explain the differences between the various printer types and
summarize the associated imaging process.
7.1
Laser
o
o
Imaging drum, fuser assembly, transfer belt, transfer
roller, pickup rollers, separate pads, duplexing
assembly
Imaging process: processing, charging, exposing,
developing, transferring, fusing and cleaning
Inkjet
o
o
Thermal
o
o
Impact
o
Ink cartridge, print head, roller, feeder, duplexing
assembly, carriage and belt
Calibration
Feed assembly, heating element
Special thermal paper
Print head, ribbon, tractor feed
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o
4.2
Impact paper
Given a scenario, install, and configure printers.
7.2,
7.3
Use appropriate printer drivers for a given operating system
Print device sharing
o Wired
 USB
 Parallel
 Serial
 Ethernet
o Wireless
 Bluetooth
 802.11x
 Infrared (IR)
o Printer hardware print server
Printer sharing
o Sharing local/networked printer via Operating System
settings
4.3
Given a scenario, perform printer maintenance.
7.5
Laser
o
Thermal
o
Impact
o
Replacing toner, applying maintenance kit,
calibration, cleaning
Replace paper, clean heating element, remove
debris
Replace ribbon, replace print head, replace paper
5.0
Operational Procedures
5.1
Given a scenario, use appropriate safety procedures.
2.1,
2.3
ESD straps
ESD mats
Self-grounding
Equipment grounding
Personal safety
o Disconnect power before repairing PC
o Remove jewelry
o Lifting techniques
o Weight limitations
o Electrical fire safety
o CRT safety - proper disposal
o Cable management
Compliance with local government regulations
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5.2
Explain environmental impacts and the purpose of environmental
controls.
2.4
MSDS documentation for handling and disposal
Temperature, humidity level awareness and proper ventilation
Power surges, brownouts, blackouts
o Battery backup
o Surge suppressor
Protection from airborne particles
o Enclosures
o Air filters
Dust and debris
o Compressed air
o Vacuums
Component handling and protection
o Antistatic bags
Compliance to local government regulations
5.3
Given a scenario, demonstrate proper communication and
professionalism.
2.2
Use proper language - avoid jargon, acronyms, slang when
applicable
Maintain a positive attitude
Listen and do not interrupt the customer
Be culturally sensitive
Be on time (if late contact the customer)
Avoid distractions
o Personal calls
o Talking to co-workers while interacting with
customers
o Personal interruptions
Dealing with difficult customer or situation
o Avoid arguing with customers and/or being defensive
o Do not minimize customer's problems
o Avoid being judgmental
o Clarify customer statements (ask open ended
questions to narrow the scope of the problem, restate
the issue or question to verify understanding)
Set and meet expectations/timeline and communicate status
with the customer
o Offer different repair/replacement options if
applicable
o Provide proper documentation on the services
provided
o Follow up with customer/user at a later date to verify
satisfaction
Deal appropriately with customers confidential materials
o Located on a computer, desktop, printer, etc
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5.4
Explain the fundamentals of dealing with prohibited content/activity.
2.1
First response
o Identify
o Report through proper channels
o Data/device preservation
Use of documentation/documentation changes
Chain of custody
o Tracking of evidence/documenting process
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Appendix D: CompTIA A+ (2012 Edition) Exam 220-802
Objectives
The PC Pro course covers the following 220-802 objectives:
#
Exam Objective
Module.Section
1.0
Operating Systems
1.1
Compare and contrast the features and requirements of various
Microsoft Operating Systems.
1.4
3.4
9.2, 9.4, 9.6
10.2
11.1
12.7, 12.9
Windows XP Home, Windows XP Professional,
Windows XP Media Center, Windows XP 64-bit
Professional
Windows Vista Home Basic, Windows Vista Home
Premium, Windows Vista Business, Windows Vista
Ultimate, Windows Vista Enterprise
Windows 7 Starter, Windows 7 Home Premium,
Windows 7 Professional, Windows 7 Ultimate,
Windows 7 Enterprise
Features:
o 32-bit vs. 64-bit
o Aero, gadgets, user account control, bitlocker, shadow copy, system restore, ready
boost, sidebar, compatibility mode, XP
mode, easy transfer, administrative tools,
defender, Windows firewall, security center,
event viewer, file structure and paths,
category view vs. classic view
Upgrade paths - differences between in place
upgrades, compatibility tools, Windows upgrade OS
advisor
1.2
Given a scenario, install, and configure the operating system
using the most appropriate method.
Boot methods
o USB
o CD-ROM
o DVD
o PXE
Type of installations
o Creating image
o Unattended installation
o Upgrade
o Clean install
o Repair installation
o Multiboot
o Remote network installation
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5.7, 5.9
9.2, 9.7
10.3, 10.4
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o Image deployment
Partitioning
o Dynamic
o Basic
o Primary
o Extended
o Logical
File system types/formatting
o FAT
o FAT32
o NTFS
o CDFS
o Quick format vs. full format
Load alternate third party drivers when necessary
Workgroup vs. Domain setup
Time/date/region/language settings
Driver installation, software and windows updates
Factory recovery partition
1.3
Given a scenario, use appropriate command line tools.
Networking
o PING
o TRACERT
o NETSTAT
o IPCONFIG
o NET
o NSLOOKUP
o NBTSTAT
OS
o KILL
o BOOTREC
o SHUTDOWN
o TLIST
o MD
o RD
o CD
o DEL
o FDISK
o FORMAT
o COPY
o XCOPY
o ROBOCOPY
o DISKPART
o SFC
o CHKDSK
o [command name] /?
Recovery console
o Fixboot
o Fixmbr
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6.13
11.2
13.6
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1.4
Given a scenario, use appropriate operating system features
and tools.
Administrative
o Computer management
o Device manager
o Users and groups
o Local security policy
o Performance monitor
o Services
o System configuration
o Task scheduler
o Component services
o Data sources
o Print management
o Windows memory diagnostics
o Windows firewall
o Advanced security
MSCONFIG
o General
o Boot
o Services
o Startup
o Tools
Task Manager
o Applications
o Processes
o Performance
o Networking
o Users
Disk management
o Drive status
o Mounting
o Extending partitions
o Splitting partitions
o Assigning drive letters
o Adding drives
o Adding arrays
Other
o User State Migration tool (USMT), File and
Settings Transfer Wizard, Windows Easy
Transfer
Run line utilities
o MSCONFIG
o REGEDIT
o CMD
o SERVICES.MSC
o MMC
o MSTSC
o NOTEPAD
o EXPLORER
o MSINFO32
o DXDIAG
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5.7, 5.9
7.4
9.1, 9.3, 9.4
11.2
12.6, 12.9
13.11
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1.5
Given a scenario, use Control Panel utilities (the items are
organized by "classic view/large icons" in Windows).
Common to all Microsoft Operating Systems
o Internet options
 Connections
 Security
 General
 Privacy
 Programs
 Advanced
o Display
 Resolution
o User accounts
o Folder options
 Sharing
 View hidden files
 Hide extensions
 Layout
o System
 Performance (virtual memory)
 Hardware profiles
 Remote settings
 System protection
o Security center
o Windows firewall
o Power options
 Hibernate
 Power plans
 Sleep/suspend
 Standby
Unique to Windows XP
o Add/remove programs
o Network connections
o Printers and faxes
o Automatic updates
o Network setup wizard
Unique to Vista
o Tablet PC settings
o Pen and input devices
o Offline files
o Problem reports and solutions
o Printers
Unique to Windows 7
o HomeGroup
o Action center
o Remote applications and desktop
applications
o Troubleshooting
1.6
Setup and configure Windows networking on a client/desktop.
©2012 TestOut Corporation (Rev 11/12)
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9.4, 9.5, 9.8, 9.9
11.5
12.9
13.5
6.1, 6.2, 6.6, 6.9,
6.14
7.3
260
HomeGroup, file/print sharing
WorkGroup vs. domain setup
Network shares/mapping drives
Establish networking connections
o VPN
o Dialups
o Wireless
o Wired
o WWAN (Cellular)
Proxy settings
Remote desktop
Home vs. Work vs. Public network settings
Firewall settings
o Exceptions
o Configuration
o Enabling/disabling Windows firewall
Configuring an alternative IP address in Windows
o IP addressing
o Subnet mask
o DNS
o Gateway
Network card properties
o Half duplex/full duplex/auto
o Speed
o Wake-on-LAN
o PoE
o QoS
1.7
Perform preventive maintenance procedures using appropriate
tools.
Best practices
o Schedules backups
o Scheduled check disks
o Scheduled defragmentation
o Windows updates
o Patch management
o Driver/firmware updates
o Antivirus updates
Tools
o Backup
o System restore
o Check disk
o Recovery image
o Defrag
1.8
Explain the differences among basic OS security settings.
User and groups
o Administrator
©2012 TestOut Corporation (Rev 11/12)
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9.5
12.9, 12.10
4.6
5.10
9.7, 9.8
13.5
9.4
11.1, 11.2, 11.3,
11.4
12.6, 12.7
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o Power user
o Guest
o Standard user
NTFS vs. Share permissions
o Allow vs. deny
o Moving vs. copying folders and files
o File attributes
Shared files and folders
o Administrative shares vs. local shares
o Permission propagation
o Inheritance
System files and folders
User authentication
o Single sign-on
1.9
Explain the basics of client-side virtualization.
10.5
Purpose of virtual machines
Resource requirements
Emulator requirements
Security requirements
Network requirements
Hypervisor
2.0
Security
2.1
Apply and use common prevention methods.
Physical security
o Lock doors
o Tailgating
o Securing physical
documents/passwords/shredding
o Biometrics
o Badges
o Key fobs
o RFID badge
o RSA token
o Privacy filters
o Retinal
Digital security
o Antivirus
o Firewalls
o Antispyware
o User authentication/strong passwords
o Directory permissions
User education
Principle of least privilege
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12.1, 12.2, 12,3,
12.5, 12.6, 12.9
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2.2
Compare and contrast common security threats.
12.3, 12.5
Social engineering
Malware
Rootkits
Phishing
Shoulder surfing
Spyware
Viruses
o Worms
o Trojans
2.3
Implement security best practices to secure a workstation.
12.1, 12.2
Setting strong passwords
Requiring passwords
Restricting user permissions
Changing default user names
Disabling guest account
Screensaver required password
Disable autorun
2.4
Given a scenario, use the appropriate data destruction/disposal
method.
12.2
Low level format vs. standard format
Hard drive sanitation and sanitation methods
o Overwrite
o Drive wipe
Physical destruction
o Shredder
o Drill
o Electromagnetic
o Degaussing tool
2.5
Given a scenario, secure a SOHO wireless network.
12.8
Change default user-names and passwords
Changing SSID
Setting encryption
Disabling SSID broadcast
Enable MAC filtering
Antenna and access point placement
Radio power levels
Assign static IP addresses
2.6
Given a scenario, secure a SOHO wired network.
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Change default usernames and passwords
Enable MAC filtering
Assign static IP addresses
Disabling ports
Physical security
3.0
Mobile Devices
3.1
Explain the basic features of mobile operating systems.
8.4
Android vs. iOS
o Open source vs. closed source/vendor
specific
o App source (app store and market)
o Screen orientation
(accelerometer/gyroscope)
o Screen calibration
o GPS and geotracking
3.2
Establish basic network connectivity and configure email.
8.4
Wireless / cellular data network (enable/disable)
Bluetooth
o Enable Bluetooth
o Enable pairing
o Find device for pairing
o Enter appropriate pin code
o Test connectivity
Email configuration
o Server address
 POP3
 IMAP
 Port and SSL settings
o Exchange
o Gmail
3.3
Compare and contrast methods for securing mobile devices.
8.4
Passcode locks
Remote wipes
Locator applications
Remote backup applications
Failed login attempts restrictions
Antivirus
Patching/OS updates
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3.4
Compare and contrast hardware differences in regards to
tablets and laptops.
8.4
No field serviceable parts
Typically not upgradeable
Touch interface
o Touch flow
o Multitouch
Solid state drives
3.5
Execute and configure mobile device synchronization.
8.4
Types of data to synchronize
o Contacts
o Programs
o Email
o Pictures
o Music
o Videos
Software requirements to install the application on the
PC
Connection types to enable synchronization
4.0
Troubleshooting
4.1
Given a scenario, explain the troubleshooting theory.
2.5
Identify the problem
o Question the user and identify user changes
to computer and perform backups before
making changes
Establish a theory of probable cause (question the
obvious)
Test the theory to determine cause
o Once theory is confirmed determine next
steps to resolve problem
o If theory is not confirmed re-establish new
theory or escalate
Establish a plan of action to resolve the problem and
implement the solution
Verify full system functionality and if applicable
implement preventive measures
Document findings, actions and outcomes
4.2
Given a scenario, troubleshoot common problems related to
motherboards, RAM, CPU and power with appropriate tools.
2.3
13.1, 13.11
Common symptoms
o Unexpected shutdowns
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o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
System lockups
POST code beeps
Blank screen on bootup
BIOS time and settings resets
Attempts to boot to incorrect device
Continuous reboots
No power
Overheating
Loud noise
Intermittent device failure
Fans spin - no power to other devices
Indicator lights
Smoke
Burning smell
BSOD
o
o
o
o
Multimeter
Power supply tester
Loopback plugs
POST card
Tools
4.3
Given a scenario, troubleshoot hard drives and RAID arrays
with appropriate tools.
13.2
Common symptoms
o Read/write failure
o Slow performance
o Loud clicking noise
o Failure to boot
o Drive not recognized
o OS not found
o RAID not found
o RAID stops working
o BSOD
Tools
o Screwdriver
o External enclosures
o CHKDSK
o FORMAT
o FDISK
o File recovery software
4.4
Given a scenario, troubleshoot common video and display
issues.
13.3
Common symptoms
o VGA mode
o No image on screen
o Overheat shutdown
o Dead pixels
o Artifacts
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o
o
o
o
o
o
4.5
Color patterns incorrect
Dim image
Flickering image
Distorted image
Discoloration (degaussing)
BSOD
Given a scenario, troubleshoot wired and wireless networks
with appropriate tools.
6.13
13.4
Common symptoms
o No connectivity
o APIPA address
o Limited connectivity
o Local connectivity
o Intermittent connectivity
o IP conflict
o Slow transfer speeds
o Low RF signal
Tools
o Cable tester
o Loopback plug
o Punch down tools
o Toner probes
o Wire strippers
o Crimper
o PING
o IPCONFIG
o TRACERT
o NETSTAT
o NBTSTAT
o NET
o Wireless locator
4.6
Given a scenario, troubleshoot operating system problems with
appropriate tools.
9.8
13.5, 13.6, 13.7,
13.11
Common symptoms
o BSOD
o Failure to boot
o Improper shutdown
o Spontaneous shutdown/restart
o RAID not detected during installation
o Device fails to start
o Missing dll message
o Services fails to start
o Compatibility error
o Slow system performance
o Boots to safe mode
o File fails to open
o Missing NTLDR
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o
o
o
o
o
Missing Boot.ini
Missing operating system
Missing Graphical Interface
Graphical Interface fails to load
Invalid boot disk
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
Fixboot
Recovery console
Fixmbr
Sfc
Repair disks
Pre-installation environments
MSCONFIG
DEFRAG
REGSRV32
REGEDIT
Event viewer
Safe mode
Command prompt
Emergency repair disk
Automated system recovery
Tools
4.7
Given a scenario, troubleshoot common security issues with
appropriate tools and best practices.
9.8
12.5
13.6, 13.8
Common symptoms
o Pop-ups
o Browser redirection
o Security alerts
o Slow performance
o Internet connectivity issues
o PC locks up
o Windows updates failures
o Rogue antivirus
o Spam
o Renamed system files
o Files disappearing
o File permission changes
o Hijacked email
o Access denied
Tools
o Anti-virus software
o Anti-malware software
o Anti-spyware software
o Recovery console
o System restore
o Pre-installation environments
o Event viewer
Best practices for malware removal
o Identify malware symptoms
o Quarantine infected system
o Disable system restore
o Remediate infected systems
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
o
o
o
4.8
Update anti-virus software
Scan and removal techniques
(safe mode, pre-installation
environment)
Schedule scans and updates
Enable system restore and create restore
point
Educate end user
Given a scenario, troubleshoot, and repair common laptop
issues while adhering to the appropriate procedures.
13.9
Common symptoms
o No display
o Dim display
o Flickering display
o Sticking keys
o Intermittent wireless
o Battery not charging
o Ghost cursor
o No power
o Num lock indicator lights
o No wireless connectivity
o No Bluetooth connectivity
o Cannot display to external monitor
Disassembling processes for proper re-assembly
o Document and label cable and screw
locations
o Organize parts
o Refer to manufacturer documentation
o Use appropriate hand tools
4.9
Given a scenario, troubleshoot printers with appropriate tools.
13.10
Common symptoms
o Streaks
o Faded prints
o Ghost images
o Toner not fused to the paper
o Creased paper
o Paper not feeding
o Paper jam
o No connectivity
o Garbled characters on paper
o Vertical lines on page
o Backed up print queue
o Low memory errors
o Access denied
o Printer will not print
o Color prints in wrong print color
o Unable to install printer
©2012 TestOut Corporation (Rev 11/12)
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o
Error codes
o
o
o
o
Maintenance kit
Toner vacuum
Compressed air
Printer spooler
Tools
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