CompTIA A+ Guide to IT Technical

Support (Comprehensive)

TestOut PC Pro v6.0

ISBN: 978-0357108291

ISBN: 978-1-935080-42-8

# Domain

Author: Jean Andrews, Joy Dark,

Jill WestAuthor: TestOut

1.0 Mobile Devices Chapter Section1.1 Given a scenario, install and configure laptop hardware and components. 1, 2, 3, 4, 5, 61.1 Hardware/device replacement 1

1.1 o Keyboard 5

1.1 o Hard drive ‐ SSD vs. hybrid vs. magnetic disk 5

1.1 o Hard drive ‐ 1.8in vs. 2.5in 5

1.1 o Memory 3

1.1 o Smart card reader 5

1.1 o Optical drive 5

1.1 o Wireless card/Bluetooth module 6

1.1 o Cellular card 6

1.1 o Video card 6

1.1 o Mini PCIe 6

1.1 o Screen 6

1.1 o DC jack 4

1.1 o Battery 1

1.1 o Touchpad 6

1.1 o Plastics/frames 1

1.1 o Speaker 6

1.1 o System board 2

1.1 o CPU 31.2 Given a scenario, install components within the display of a laptop. 6

1.2Types

6

1.2 o LCD 61.2 o OLED 61.2 WiFi antenna connector/placement 61.2 Webcam 61.2 Microphone 61.2 Inverter 61.2 Digitizer/touchscreen 61.3 Given a scenario, use appropriate laptop features. 11.3 Special function keys 11.3 o Dual displays 11.3 o Wireless (on/off) 11.3 o Cellular (on/off) 11.3 o Volume settings 11.3 o Screen brightness 11.3 o Bluetooth (on/off) 11.3 o Keyboard backlight 11.3 o Touchpad (on/off) 11.3 o Screen orientation 11.3 o Media options (fast forward/rewind) 11.3 o GPS (on/off) 11.3 o Airplane mode 11.3 Docking station 1

9.1

1.2, 4.1, 7.1, 9.2, 9.4, 9.5

TestOut PC Pro – English 6.0.x

Objective Mapping: CompTIA 220-1001 Objectives to LabSim Section

5.1, 9.2

Copyright © 2019 TestOut Corporation. CompTIA, A+, Network+, Security+, Linux+, IT Fundamentals, and related trademarks and trade names are the trademarks of CompTIA. Microsoft, MCITP, MSCA, MCTS, Office, and Windows are the trademarks of Microsoft. Cisco and CCNA are the trademarks of Cisco. Certified Ethical Hacker and CEH are the trademarks of the EC-Council. TestOut has no affiliation with any of these companies and the products and services advertised herein are not endorsed by any of them.

1.3 Port replicator 11.3 Physical laptop lock and cable lock 11.3 Rotating/removable screens 11.4 Compare and contrast characteristics of various types of other mobile devices. 91.4 Tablets 91.4 Smartphones 91.4 Wearable technology devices 91.4 o Smart watches 91.4 o Fitness monitors 91.4 o VR/AR headsets 91.4 E-readers 91.4 GPS 91.5 Given a scenario, connect and configure accessories and ports of other mobile devices. 91.5 Connection types 91.5 o Wired - Micro-USB/Mini-USB/USB-C 91.5 o Wired - Lightning 91.5 o Wired - Tethering 91.5 o Wired - Proprietary vendor-specific ports (communication/power) 91.5 o Wireless - NFC 91.5 o Wireless - Bluetooth 91.5 o Wireless - IR 91.5 o Wireless - Hotspot 91.5 Accessories 91.5 o Headsets 91.5 o Speakers 91.5 o Game pads 91.5 o Extra battery packs/battery chargers 91.5 o Protective covers/waterproofing 91.5 o Credit card readers 91.5 o Memory/MicroSD 91.6 Given a scenario, configure basic mobile device network connectivity and application sup 91.6 Wireless/cellular data network (enable/disable) 91.6 o Hotspot 91.6 o Tethering 91.6 o Airplane mode 91.6 Bluetooth 91.6 o Enable Bluetooth 91.6 o Enable pairing 91.6 o Find a device for pairing 91.6 o Enter the appropriate pin code 91.6 o Test connectivity 91.6 Corporate and ISP email configuration 91.6 o POP3 91.6 o IMAP 91.6 o Port and SSL settings 91.6 o S/MIME 91.6 Integrated commercial provider email configuration 91.6 o iCloud 91.6 o Google/Inbox 91.6 o Exchange Online 91.6 o Yahoo 91.6 PRI updates/PRL updates/baseband updates 91.6 Radio firmware 91.6 IMEI vs. IMSI 91.6 VPN 91.7 Given a scenario, use methods to perform mobile device synchronization. 91.7 Synchronization methods 91.7 o Synchronize to the cloud 91.7 o Synchronize to the desktop 91.7 o Synchronize to the automobile 9

9.5

6.10, 7.2, 7.3, 9.5, 9.6

7.2, 9.5, 9.6

Copyright © 2019 TestOut Corporation. CompTIA, A+, Network+, Security+, Linux+, IT Fundamentals, and related trademarks and trade names are the trademarks of CompTIA. Microsoft, MCITP, MSCA, MCTS, Office, and Windows are the trademarks of Microsoft. Cisco and CCNA are the trademarks of Cisco. Certified Ethical Hacker and CEH are the trademarks of the EC-Council. TestOut has no affiliation with any of these companies and the products and services advertised herein are not endorsed by any of them.

1.7 Types of data to synchronize 91.7 o Contacts 91.7 o Applications 91.7 o Email 91.7 o Pictures 91.7 o Music 91.7 o Videos 91.7 o Calendar 91.7 o Bookmarks 91.7 o Documents 91.7 o Location data 91.7 o Social media data 91.7 o E-books 91.7 o Passwords 91.7 Mutual authentication for multiple services (SSO) 91.7 Software requirements to install the application on the PC 91.7 Connection types to enable synchronization 92.0 Networking2.1 Compare and contrast TCP and UDP ports, protocols, and their purposes. 82.1 Ports and protocols 82.1 o 21 – FTP 82.1 o 22 – SSH 82.1 o 23 – Telnet 82.1 o 25 – SMTP 82.1 o 53 – DNS 82.1 o 80 – HTTP 82.1 o 110 – POP3 82.1 o 143 – IMAP 82.1 o 443 – HTTPS 82.1 o 3389 – RDP 82.1 o 137-139 – NetBIOS/NetBT 82.1 o 445 – SMB/CIFS 82.1 o 427 – SLP 82.1 o 548 – AFP 82.1 o 67/68 – DHCP 82.1 o 389 – LDAP 82.1 o 161/162 – SNMP 82.1 TCP vs. UDP 82.2 Compare and contrast common networking hardware devices. 7, 8, 102.2 Routers 72.2 Switches 82.2 o Managed 82.2 o Unmanaged 82.2 Access points 82.2 Cloud-based network controller 102.2 Firewall 82.2 Network interface card 72.2 Repeater 82.2 Hub 82.2 Cable/DSL modem 72.2 Bridge 82.2 Patch panel 82.2 Power over Ethernet (PoE) 82.2 o Injectors 82.2 o Switch 82.2 Ethernet over Power 82.3 Given a scenario, install and configure a basic wired/wireless SOHO network. 7, 92.3 Router/switch functionality 72.3 Access point settings 72.3 IP addressing 7

9.6

6.5

6.2, 6.4, 6.8, 10.5

Copyright © 2019 TestOut Corporation. CompTIA, A+, Network+, Security+, Linux+, IT Fundamentals, and related trademarks and trade names are the trademarks of CompTIA. Microsoft, MCITP, MSCA, MCTS, Office, and Windows are the trademarks of Microsoft. Cisco and CCNA are the trademarks of Cisco. Certified Ethical Hacker and CEH are the trademarks of the EC-Council. TestOut has no affiliation with any of these companies and the products and services advertised herein are not endorsed by any of them.

2.3 NIC configuration 72.3 o Wired 72.3 o Wireless 72.3 End-user device configuration 72.3 IoT device configuration 92.3 o Thermostat 92.3 o Light switches 92.3 o Security cameras 92.3 o Door locks 92.3 o Voice-enabled, smart speaker/digital assistant 92.3 Cable/DSL modem configuration 72.3 Firewall settings 72.3 o DMZ 72.3 o Port forwarding 72.3 o NAT 72.3 o UPnP 72.3 o Whitelist/blacklist 72.3 o MAC filtering 72.3 QoS 72.3 Wireless settings 72.3 o Encryption 72.3 o Channels 72.3 o QoS 72.4 Compare and contrast wireless networking protocols. 7, 92.4 802.11a 72.4 802.11b 72.4 802.11g 72.4 802.11n 72.4 802.11ac 72.4 Frequencies 72.4 o 2.4Ghz 72.4 o 5Ghz 72.4 Channels 72.4 o 1–11 72.4 Bluetooth 92.4 NFC 92.4 RFID 92.4 Zigbee 92.4 Z-Wave 92.4 3G 72.4 4G 72.4 5G 72.4 LTE 7

2.5Summarize the properties and purposes of services provided by networked hosts.

8

2.5Server roles

8

2.5 o Web server 82.5 o File server 82.5 o Print server 82.5 o DHCP server 82.5 o DNS server 82.5 o Proxy server 82.5 o Mail server 82.5 o Authentication server 82.5 o syslog 82.5 Internet appliance 82.5 o UTM 82.5 o IDS 82.5 o IPS 8

7.1, 7.2, 7.3, 7.4, 9.6, 13.7

6.8, 7.1, 7.3, 7.4, 13.9

4.5, 6.2, 7.1, 13.6, 13.10, 13.11

Copyright © 2019 TestOut Corporation. CompTIA, A+, Network+, Security+, Linux+, IT Fundamentals, and related trademarks and trade names are the trademarks of CompTIA. Microsoft, MCITP, MSCA, MCTS, Office, and Windows are the trademarks of Microsoft. Cisco and CCNA are the trademarks of Cisco. Certified Ethical Hacker and CEH are the trademarks of the EC-Council. TestOut has no affiliation with any of these companies and the products and services advertised herein are not endorsed by any of them.

2.5 o End-point management server 82.5 Legacy/embedded systems 82.6 Explain common network configuration concepts. 7, 82.6 IP addressing 82.6 o Static 82.6 o Dynamic 82.6 o APIPA 82.6 o Link local 82.6 DNS 82.6 DHCP 82.6 o Reservations 72.6 IPv4 vs. IPv6 82.6 Subnet mask 82.6 Gateway 82.6 VPN 72.6 VLAN 82.6 NAT 82.7 Compare and contrast Internet connection types, network types, and their features. 72.7 Internet connection types 72.7 o Cable 72.7 o DSL 72.7 o Dial-up 72.7 o Fiber 72.7 o Satellite 72.7 o ISDN 72.7 o Cellular - Tethering 72.7 o Cellular - Mobile hotspot 72.7 o Line-of-sight wireless Internet service 72.7 Network types 72.7 o LAN 72.7 o WAN 72.7 o PAN 72.7 o MAN 72.7 o WMN 72.8 Given a scenario, use appropriate networking tools. 82.8 Crimper 82.8 Cable stripper 82.8 Multimeter 82.8 Tone generator and probe 82.8 Cable tester 82.8 Loopback plug 82.8 Punchdown tool 82.8 WiFi analyzer 83.0 Hardware3.1 Explain basic cable types, features, and their purposes. 5, 6, 8, 93.1 Network cables 83.1 o Ethernet - Cat 5 83.1 o Ethernet - Cat 5e 83.1 o Ethernet - Cat 6 83.1 o Ethernet - Plenum 83.1 o Ethernet - Shielded twisted pair 83.1 o Ethernet - Unshielded twisted pair 83.1 o Ethernet - 568A/B 83.1 o Fiber 83.1 o Coaxial 83.1 o Speed and transmission limitations 83.1 Video cables 63.1 o VGA 63.1 o HDMI 63.1 o Mini-HDMI 6

6.6, 6.7, 7.3, 9.6, 10.5, 13.12

6.1, 6.8

6.10, 7.5

Copyright © 2019 TestOut Corporation. CompTIA, A+, Network+, Security+, Linux+, IT Fundamentals, and related trademarks and trade names are the trademarks of CompTIA. Microsoft, MCITP, MSCA, MCTS, Office, and Windows are the trademarks of Microsoft. Cisco and CCNA are the trademarks of Cisco. Certified Ethical Hacker and CEH are the trademarks of the EC-Council. TestOut has no affiliation with any of these companies and the products and services advertised herein are not endorsed by any of them.

3.1 o DisplayPort 63.1 o DVI 63.1 o DVI-DDVI-I 63.1 Multipurpose cables 6, 93.1 o Lightning 93.1 o Thunderbolt 63.1 o USB 63.1 o USB-C 63.1 o USB 2.0 63.1 o USB 3.0 63.1 Peripheral cables 63.1 o Serial 63.1 Hard drive cables 53.1 o SATA 53.1 o IDE 53.1 o SCSI 53.1 Adapters 63.1 o DVI to HDMI 63.1 o USB to Ethernet 63.1 o DVI to VGA 63.2 Identify common connector types. 2, 5, 6, 7 3.2 RJ-11 73.2 RJ-45 73.2 RS-232 63.2 BNC 63.2 RG-59 63.2 RG-6 63.2 USB 63.2 Micro-USB 63.2 Mini-USB 63.2 USB-C 63.2 DB-9 63.2 Lightning 63.2 SCSI 53.2 eSATA 53.2 Molex 23.3 Given a scenario, install RAM types. 33.3 RAM types 33.3 o SODIMM 33.3 o DDR2 33.3 o DDR3 33.3 o DDR4 33.3 Single channel 33.3 Dual channel 33.3 Triple channel 33.3 Error correcting 33.3 Parity vs. non-parity 33.4 Given a scenario, select, install and configure storage devices. 53.4 Optical drives 53.4 o CD-ROM/CD-RW 53.4 o DVD-ROM/DVD-RW/DVD-RW DL 53.4 o Blu-ray 53.4 o BD-R 53.4 o BD-RE 53.4 Solid-state drives 53.4 o M2 drives 53.4 o NVME 53.4 o SATA 2.5 53.4 Magnetic hard drives 53.4 o 5,400rpm 5

1.2, 3.2, 3.12, 4.2, 5.1, 5.2, 6.3, 9.6

1.2, 3.12, 4.25.1, 5.26.3, 6.4

9.6

3.7, 3.8

Copyright © 2019 TestOut Corporation. CompTIA, A+, Network+, Security+, Linux+, IT Fundamentals, and related trademarks and trade names are the trademarks of CompTIA. Microsoft, MCITP, MSCA, MCTS, Office, and Windows are the trademarks of Microsoft. Cisco and CCNA are the trademarks of Cisco. Certified Ethical Hacker and CEH are the trademarks of the EC-Council. TestOut has no affiliation with any of these companies and the products and services advertised herein are not endorsed by any of them.

3.4 o 7,200rpm 53.4 o 10,000rpm 53.4 o 15,000rpm 53.4 o Sizes - 2.5 53.4 o Sizes - 3.5 53.4 Hybrid drives 53.4 Hybrid drives 53.4 Flash 53.4 o SD card 53.4 o CompactFlash 53.4 o Micro-SD card 53.4 o Mini-SD card 53.4 o xD 53.4 Configurations 53.4 o RAID 0, 1, 5, 10 53.4 o Hot swappable 53.5 Given a scenario, install and configure motherboards, CPUs, and add-on cards. 1, 2, 33.5 Motherboard form factor 23.5 o ATX 23.5 o mATX 23.5 o ITX 23.5 o mITX 23.5 Motherboard connectors types 1, 23.5 o PCI 23.5 o PCIe 23.5 o Riser card 23.5 o Socket types 23.5 o SATA 23.5 o IDE 23.5 o Front panel connector 13.5 o Internal USB connector BIOS/UEFI settings 23.5 o Boot options 23.5 o Firmware updates 23.5 o Security settings 23.5 o Interface configurations 23.5 o Security - Passwords 23.5 o Security - Drive encryption - TPM 23.5 o Security - Drive encryption - LoJack 23.5 o Security - Drive encryption - Secure boot CMOS battery 23.5 CPU features 33.5 o Single-core 33.5 o Multicore 33.5 o Virtual technology 33.5 o Hyperthreading 33.5 o Speeds 33.5 o Overclocking 33.5 o Integrated GPU 33.5 Compatibility 33.5 o AMD 33.5 o Intel 33.5 Cooling mechanism 33.5 o Fans 33.5 o Heat sink 33.5 o Liquid 33.5 o Thermal paste 33.5 Expansion cards 33.5 o Video cards - Onboard 33.5 o Video cards - Add-on card 33.5 o Sound cards 33.5 o Network interface card 33.5 o USB expansion card 3

3.3, 4.5, 5.1, 5.2, 5.3, 5.4, 5.9, 9.1, 9.2

3.1, 3.3, 3.5, 3.10, 3.11, 3.12, 3.13, 3.14, 4.2, 5.1, 5.2, 6.2, 9.2,

13.5

Copyright © 2019 TestOut Corporation. CompTIA, A+, Network+, Security+, Linux+, IT Fundamentals, and related trademarks and trade names are the trademarks of CompTIA. Microsoft, MCITP, MSCA, MCTS, Office, and Windows are the trademarks of Microsoft. Cisco and CCNA are the trademarks of Cisco. Certified Ethical Hacker and CEH are the trademarks of the EC-Council. TestOut has no affiliation with any of these companies and the products and services advertised herein are not endorsed by any of them.

3.5 o eSATA card 33.6 Explain the purposes and uses of various peripheral types. 5, 6, 103.6 Printer 103.6 ADF/flatbed scanner 103.6 Barcode scanner/QR scanner 63.6 Monitors 63.6 VR headset 63.6 Optical DVD drive 53.6 Mouse 53.6 Keyboard 63.6 Touchpad 63.6 Signature pad 63.6 Game controllers 63.6 Camera/webcam 63.6 Microphone 63.6 Speakers 63.6 Headset 63.6 Projector 63.6 o Lumens/brightness 63.6 External storage drives 53.6 KVM 63.6 Magnetic reader/chip reader 63.6 NFC/tap pay device 63.6 Smart card reader 53.7 Summarize power supply types and features. 43.7 Input 115V vs. 220V 43.7 Output 5.5V vs. 12V 43.7 24-pin motherboard adapter 43.7 Wattage rating 43.7 Number of devices/types of devices to be powered 43.8 Given a scenario, select and configure appropriate components for a custom PC configur 5, 6, 103.8 Graphic/CAD/CAM design workstation 63.8 o Multicore processor 63.8 o High-end video 63.8 o Maximum RAM 63.8 Audio/video editing workstation 63.8 o Specialized audio and video card 63.8 o Large, fast hard drive 63.8 o Dual monitors 63.8 Virtualization workstation 103.8 o Maximum RAM and CPU cores 103.8 Gaming PC 63.8 o Multicore processor 63.8 o High-end video/specialized GPU 63.8 o High-definition sound card 63.8 o High-end cooling 63.8 Standard thick client 103.8 o Desktop applications 103.8 o Meets recommended requirements for selected OS 103.8 Thin client 103.8 o Basic applications 103.8 o Meets minimum requirements for selected OS 103.8 o Network connectivity 103.8 Network attached storage device 5, 63.8 o Media streaming 63.8 o File sharing 63.8 o Gigabit NIC 63.8 o RAID array 53.9 Given a scenario, install and configure common devices. 6, 7, 9, 103.9 Desktop 7, 103.9 o Thin client 10

1.2, 3.12, 3.13, 4.1, 4.2, 4.4, 5.3, 8.2, 9.5,

10.2, 13.7

3.2

10.1

Copyright © 2019 TestOut Corporation. CompTIA, A+, Network+, Security+, Linux+, IT Fundamentals, and related trademarks and trade names are the trademarks of CompTIA. Microsoft, MCITP, MSCA, MCTS, Office, and Windows are the trademarks of Microsoft. Cisco and CCNA are the trademarks of Cisco. Certified Ethical Hacker and CEH are the trademarks of the EC-Council. TestOut has no affiliation with any of these companies and the products and services advertised herein are not endorsed by any of them.

3.9 o Thick client 103.9 o Account setup/settings 73.9 Laptop/common mobile devices 6,93.9 o Touchpad configuration 63.9 o Touchscreen configuration 63.9 o Application installations/configurations 93.9 o Synchronization settings 93.9 o Account setup/settings 93.9 o Wireless settings 9

3.10 Given a scenario, configure SOHO multifunction devices/printers and settings. 10

3.10 Use appropriate drivers for a given operating system 103.10 o Configuration settings - Duplex 103.10 o Configuration settings - Collate 103.10 o Configuration settings - Orientation 103.10 o Configuration settings - Quality 103.10 Device sharing 103.10 o Wired - USB 103.10 o Wired - Serial 103.10 o Wired - Ethernet 103.10 o Wireless - Bluetooth 103.10 o Wireless - 802.11(a, b, g, n, ac) 103.10 o Wireless - Infrastructure vs. ad hoc 103.10 o Integrated print server (hardware) 103.10 o Cloud printing/remote printing 103.10 Public/shared devices 103.10 o Sharing local/networked device via operating system settings 103.10 TCP/Bonjour/AirPrint 103.10 o Data privacy - User authentication on the device 103.10 o Data privacy - Hard drive caching 103.11 Given a scenario, install and maintain various print technologies. 103.11 Laser 10

3.11o Imaging drum, fuser assembly, transfer belt, transfer roller, pickup rollers,separate pads, duplexing assembly

10

3.11o Imaging process: processing, charging, exposing, developing, transferring,fusing, and cleaning

10

3.11 o Maintenance: Replace toner, apply maintenance kit, calibrate, clean 10

3.11 Inkjet 10

3.11o Ink cartridge, print head, roller, feeder, duplexing assembly, carriage, andbelt

10

3.11 o Calibrate 10

3.11 o Maintenance: Clean heads, replace cartridges, calibrate, clear jams 10

3.11 Thermal 103.11 o Feed assembly, heating element 103.11 o Special thermal paper 10

3.11 o Maintenance: Replace paper, clean heating element, remove debris 10

3.11 Impact 103.11 o Print head, ribbon, tractor feed 103.11 o Impact paper 103.11 o Maintenance: Replace ribbon, replace print head, replace paper 103.11 Virtual 103.11 o Print to file 103.11 o Print to PDF 103.11 o Print to XPS 103.11 o Print to image 103.11 3D printers 103.11 o Plastic filament 10

8.1, 8.2, 8.5

7.1, 9.2, 9.5, 9.6, 10.1, 10.2, 11.3

8.2, 8.3, 8.4

Copyright © 2019 TestOut Corporation. CompTIA, A+, Network+, Security+, Linux+, IT Fundamentals, and related trademarks and trade names are the trademarks of CompTIA. Microsoft, MCITP, MSCA, MCTS, Office, and Windows are the trademarks of Microsoft. Cisco and CCNA are the trademarks of Cisco. Certified Ethical Hacker and CEH are the trademarks of the EC-Council. TestOut has no affiliation with any of these companies and the products and services advertised herein are not endorsed by any of them.

4 Virtualization and Cloud Computing4.1 Compare and contrast cloud computing concepts. 9, 104.1 Common cloud models 104.1 o IaaS 104.1 o SaaS 104.1 o PaaS 104.1 o Public vs. private vs. hybrid vs. community 104.1 Shared resources 104.1 o Internal vs. external 104.1 Rapid elasticity 104.1 On-demand 104.1 Resource pooling 104.1 Measured service 104.1 Metered 104.1 Off-site email applications 104.1 Cloud file storage services 9, 104.1 o Synchronization apps 94.1 Virtual application streaming/cloud-based applications 104.1 o Applications for cell phones/tablets 104.1 o Applications for laptops/desktops 104.1 Virtual desktop 104.1 o Virtual NIC 104.2 Given a scenario, set up and configure client-side virtualization. 10

4.2Purpose of virtual machines Resource requirements Emulator requirements Security requirements Network requirements Hypervisor

10

5 Hardware and Network Troubleshooting5.1 Given a scenario, use the best practice methodology to resolve problems. 45.1 Always consider corporate policies, procedures, and impacts before implementing chang 45.1 1. Identify the problem 4

5.1o Question the user and identify user changes to computer and performbackups before making changes

4

5.1 o Inquire regarding environmental or infrastructure changes 45.1 o Review system and application logs 45.1 2. Establish a theory of probable cause (question the obvious) 4

5.1o If necessary, conduct external or internal research based onsymptoms

4

5.1 3. Test the theory to determine cause 4

5.1o Once the theory is confirmed, determine the next steps to resolveproblem

4

5.1 o If theory is not confirmed re-establish new theory or escalate 4

5.14. Establish a plan of action to resolve the problem and implement thesolution

4

5.1 5. Verify full system functionality and, if applicable, implement preventive measures 45.1 6. Document findings, actions, and outcomes 4

5.2Given a scenario, troubleshoot problems related to motherboards, RAM, CPUs, and power.

4

5.2 Common symptoms 45.2 o Unexpected shutdowns 45.2 o System lockups 45.2 o POST code beeps 45.2 o Blank screen on bootup 45.2 o BIOS time and setting resets 45.2 o Attempts to boot to incorrect device 45.2 o Continuous reboots 45.2 o No power 45.2 o Overheating 45.2 o Loud noise 45.2 o Intermittent device failure 45.2 o Fans spin – no power to other devices 45.2 o Indicator lights 4

3.4, 3.9

10.5

10.5

2.6

Copyright © 2019 TestOut Corporation. CompTIA, A+, Network+, Security+, Linux+, IT Fundamentals, and related trademarks and trade names are the trademarks of CompTIA. Microsoft, MCITP, MSCA, MCTS, Office, and Windows are the trademarks of Microsoft. Cisco and CCNA are the trademarks of Cisco. Certified Ethical Hacker and CEH are the trademarks of the EC-Council. TestOut has no affiliation with any of these companies and the products and services advertised herein are not endorsed by any of them.

5.2 o Smoke 45.2 o Burning smell 45.2 o Proprietary crash screens (BSOD/pin wheel) 45.2 o Distended capacitors 45.2 o Log entries and error messages 45.3 Given a scenario, troubleshoot hard drives and RAID arrays. 55.3 Common symptoms 55.3 o Read/write failure 55.3 o Slow performance 55.3 o Loud clicking noise 55.3 o Failure to boot 55.3 o Drive not recognized 55.3 o OS not found 55.3 o RAID not found 55.3 o RAID stops working 55.3 o Proprietary crash screens (BSOD/pin wheel) 55.3 o S.M.A.R.T. errors 55.4 Given a scenario, troubleshoot video, projector, and display issues. 65.4 Common symptoms 65.4 o VGA mode 65.4 o No image on screen 65.4 o Overheat shutdown 65.4 o Dead pixels 65.4 o Artifacts 65.4 o Incorrect color patterns 65.4 o Dim image 65.4 o Flickering image 65.4 o Distorted image 65.4 o Distorted geometry 65.4 o Burn-in 65.4 o Oversized images and icons 65.4 o Multiple failed jobs in logs 6

5.5Given a scenario, troubleshoot common mobile device issues while adhering to the appropriate procedures.

1, 4, 6, 9

5.5 Common symptoms 1, 4, 6, 95.5 o No display 65.5 o Dim display 65.5 o Flickering display 65.5 o Sticking keys 15.5 o Intermittent wireless 95.5 o Battery not charging 45.5 o Ghost cursor/pointer drift 65.5 o No power 45.5 o Num lock indicator lights 65.5 o No wireless connectivity 95.5 o No Bluetooth connectivity 95.5 o Cannot display to external monitor 65.5 o Touchscreen non-responsive 95.5 o Apps not loading 95.5 o Slow performance 95.5 o Unable to decrypt email 95.5 o Extremely short battery life 95.5 o Overheating 95.5 o Frozen system 95.5 o No sound from speakers 95.5 o GPS not functioning 95.5 o Swollen battery 95.5 Disassembling processes for proper reassembly 15.5 o Document and label cable and screw locations 1

5.1

4.4

9.2, 9.4, 9.8

Copyright © 2019 TestOut Corporation. CompTIA, A+, Network+, Security+, Linux+, IT Fundamentals, and related trademarks and trade names are the trademarks of CompTIA. Microsoft, MCITP, MSCA, MCTS, Office, and Windows are the trademarks of Microsoft. Cisco and CCNA are the trademarks of Cisco. Certified Ethical Hacker and CEH are the trademarks of the EC-Council. TestOut has no affiliation with any of these companies and the products and services advertised herein are not endorsed by any of them.

5.5 o Organize parts 15.5 o Refer to manufacturer resources 15.5 o Use appropriate hand tools 15.6 Given a scenario, troubleshoot printers. 105.6 Common symptoms 105.6 o Streaks 105.6 o Faded prints 105.6 o Ghost images 105.6 o Toner not fused to the paper 105.6 o Creased paper 105.6 o Paper not feeding 105.6 o Paper jam 105.6 o No connectivity 105.6 o Garbled characters on paper 105.6 o Vertical lines on page 105.6 o Backed-up print queue 105.6 o Low memory errors 105.6 o Access denied 105.6 o Printer will not print 105.6 o Color prints in wrong print color 105.6 o Unable to install printer 105.6 o Error codes 105.6 o Printing blank pages 105.6 o No image on printer display 105.7 Given a scenario, troubleshoot common wired and wireless network problems. 85.7 Common symptoms 85.7 o Limited connectivity 85.7 o Unavailable resources - Internet 85.7 o Unavailable resources - Local resources - Shares 85.7 o Unavailable resources - Local resources - Printers 85.7 o Unavailable resources - Local resources - Email 85.7 o No connectivity 85.7 o APIPA/link local address 85.7 o Intermittent connectivity 85.7 o IP conflict 85.7 o Slow transfer speeds 85.7 o Low RF signal 85.7 o SSID not found 85.7 o Unavailable resources - Internet 85.7 o Unavailable resources - Local resources - Shares 85.7 o Unavailable resources - Local resources - Printers 85.7 o Unavailable resources - Local resources - Email 85.7 o No connectivity 85.7 o APIPA/link local address 85.7 o Intermittent connectivity 85.7 o IP conflict 85.7 o Slow transfer speeds 85.7 o Low RF signal 85.7 o SSID not found 8

CompTIA A+ Guide to IT Technical

Support (Comprehensive)

TestOut PC Pro v6.0

ISBN: 978-0357108291

ISBN: 978-1-935080-42-8

TestOut PC Pro – English 6.0.x

Objective Mapping: CompTIA 220-1002 Objectives to LabSim Section

8.6

6.9, 6.10, 7.5

Copyright © 2019 TestOut Corporation. CompTIA, A+, Network+, Security+, Linux+, IT Fundamentals, and related trademarks and trade names are the trademarks of CompTIA. Microsoft, MCITP, MSCA, MCTS, Office, and Windows are the trademarks of Microsoft. Cisco and CCNA are the trademarks of Cisco. Certified Ethical Hacker and CEH are the trademarks of the EC-Council. TestOut has no affiliation with any of these companies and the products and services advertised herein are not endorsed by any of them.

# Domain

Author: Jean Andrews, Joy Dark,

Jill WestAuthor: TestOut

1.0 Operating Systems Chapter Section1.1 Compare and contrast common operating system types and their purposes. 9, 12, 181.1 32- bit vs. 64-bit 121.1 o RAM limitations 121.1 o Software compatibility 121.1 Workstation operating systems 181.1 o Microsoft Windows 181.1 o Apple Macintosh OS 181.1 o Linux 181.1 Cell phone/tablet operating systems 91.1 o Microsoft Windows 91.1 o Android 91.1 o iOS 91.1 o Chrome OS 91.1 Vendor-specific limitations 181.1 o End-of-life 181.1 o Update limitations 181.1 Compatibility concerns between operating systems 181.2 Compare and contrast features of Microsoft Windows versions. 111.2 Windows 7 111.2 Windows 8 111.2 Windows 8.1 111.2 Windows 10 111.2 Corporate vs. personal needs 111.2 o Domain access 111.2 o Bitlocker 111.2 o Media center 111.2 o Branchcache 111.2 o EFS 111.2 Desktop styles/user interface 111.3 Summarize general OS installation considerations and upgrade methods. 12, 13, 15, 181.3 Boot methods 12, 181.3 o USB 121.3 o CD-ROM 121.3 o DVD 121.3 o PXE 121.3 o Solid state/flash drives 181.3 o Netboot 121.3 o External/hot-swappable drive 151.3 o Internal hard drive (partition) 121.3 Type of installations 12, 151.3 o Unattended installation 121.3 o In-place upgrade 121.3 o Clean install 121.3 o Repair installation 151.3 o Multiboot 121.3 o Remote network installation 121.3 o Image deployment 121.3 o Recovery partition 151.3 o Refresh/restore 151.3 Partitioning 131.3 o Dynamic 131.3 o Basic 131.3 o Primary 131.3 o Extended 131.3 o Logical 131.3 o GPT 13

1.5, 5.5, 5.6, 10.2, 10.3, 11.4, 12.10, 12.11, 12.14, 13.2

10.2, 13.8

1.3, 1.4, 1.5, 3.5, 9.5, 10.2, 12.1

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1.3 File system types/formatting 13, 181.3 o ExFAT 131.3 o FAT32 131.3 o NTFS 131.3 o CDFS 131.3 o NFS 131.3 o ext3, ext4 181.3 o HFS 181.3 o Swap partition 181.3 o Quick format vs. full format 121.3 Load alternate third-party drivers when necessary 121.3 Workgroup vs. Domain setup 111.3 Time/date/region/language settings 121.3 Driver installation, software, and Windows updates 121.3 Factory recovery partition 151.3 Properly formatted boot drive with the correct partitions/format 151.3 Prerequisites/hardware compatibility 121.3 Application compatibility 121.3 OS compatibility/upgrade path 121.4 Given a scenario, use appropriate Microsoft command line tools. 7, 13, 14, 15, 161.4 Navigation 131.4 o dir 131.4 o cd.. 131.4 ipconfig 71.4 ping 71.4 tracert 71.4 netstat 71.4 nslookup 71.4 shutdown 131.4 dism 141.4 sfc 141.4 chkdsk 141.4 diskpart 151.4 taskkill 141.4 gpupdate 161.4 gpresult 161.4 format 131.4 copy 131.4 xcopy 131.4 robocopy 131.4 net use 71.4 net user 71.4 [command name] /? 131.4 Commands available with standard privileges vs. administrative privileges 131.5 Given a scenario, use Microsoft operating system features and tools. 11, 12, 13, 14, 161.5 Administrative 14, 161.5 o Computer Management 141.5 o Device Manager 121.5 o Local Users and Groups 161.5 o Local Security Policy 161.5 o Performance Monitor 141.5 o Services 141.5 o System Configuration 141.5 o Task Scheduler 141.5 o Component Services 141.5 o Data Sources 141.5 o Print Management 141.5 o Windows Memory Diagnostics 141.5 o Windows Firewall 161.5 o Advanced Security 161.5 o Event Viewer 14

5.6, 5.9, 6.9, 10.3, 11.2, 11.4, 12.1, 12.5,

12.15

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1.5 o User Account Management 161.5 MSConfig 141.5 o General 141.5 o Boot 141.5 o Services 141.5 o Startup 141.5 o Tools 141.5 Task Manager 141.5 o Applications 141.5 o Processes 141.5 o Performance 141.5 o Networking 141.5 o Users 141.5 Disk Management 131.5 o Drive status 131.5 o Mounting 131.5 o Initializing 131.5 o Extending partitions 131.5 o Splitting partitions 131.5 o Shrink partitions 131.5 o Assigning/changing drive letters 131.5 o Adding drives 131.5 o Adding arrays 131.5 o Storage spaces 131.5 System utilities 11, 12, 13, 141.5 o Regedit 141.5 o Command 131.5 o Services.msc 141.5 o MMC 141.5 o MSTSC 131.5 o Notepad 111.5 o Explorer 111.5 o Msinfo32 111.5 o DxDiag 141.5 o Disk Defragmenter 131.5 o System Restore 141.5 o Windows Update 121.6 Given a scenario, use Microsoft Windows Control Panel utilities. 11, 14, 161.6 Internet Options 161.6 o Connections 161.6 o Security 161.6 o General 161.6 o Privacy 161.6 o Programs 161.6 o Advanced 161.6 Display/Display Settings 14, 161.6 o Resolution 141.6 o Color depth 141.6 o Refresh rate User Accounts 161.6 Folder Options 111.6 o View hidden files 111.6 o Hide extensions 111.6 o General options 111.6 o View options 111.6 System 13, 141.6 o Performance (virtual memory) 141.6 o Remote settings 131.6 o System protection 131.6 Windows Firewall 16

3.13, 4.3, 4.5, 6.6, 8.2, 9.3, 10.2, 11.2, 12.1,

12.5, 12.6, 12.7,, 12.12, 12.13, 13.7,

13.8, 13.10

3.9, 4.5, 4.6, 5.6, 5.7, 5.8, 5.9, 8.4, 11.4,

12.1, 12.3, 12.5, 12.7, 12.10, 12.12, 13.7,

13.10

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1.6 Power Options 111.6 o Hibernate 111.6 o Power plans 111.6 o Sleep/suspend 111.6 o Standby 111.6 Credential Manager 161.6 Programs and features 121.6 HomeGroup 111.6 Devices and Printers 121.6 Sound 111.6 Troubleshooting 141.6 Network and Sharing Center 111.6 Device Manager 121.6 Bitlocker 161.6 Sync Center 161.7 Summarize application installation and configuration concepts. 121.7 System requirements 121.7 o Drive space 121.7 o RAM 121.7 OS requirements 121.7 o Compatibility 121.7 Methods of installation and deployment 121.7 o Local (CD/USB) 121.7 o Network-based 121.7 Local user permissions 121.7 o Folder/file access for installation 121.7 Security considerations 121.7 o Impact to device 121.7 o Impact to network 12

1.8 Given a scenario, configure Microsoft Windows networking on a client/desktop. 7, 11, 13, 16

1.8 HomeGroup vs. Workgroup 111.8 Domain setup 111.8 Network shares/administrative shares/mapping drives 161.8 Printer sharing vs. network printer mapping 161.8 Establish networking connections 71.8 o VPN 71.8 o Dial-ups 71.8 o Wireless 71.8 o Wired 71.8 o WWAN (Cellular) 71.8 Proxy settings 161.8 Remote Desktop Connection 131.8 Remote Assistance 131.8 Home vs. Work vs. Public network settings 111.8 Firewall settings 161.8 o Exceptions 161.8 o Configuration 161.8 o Enabling/disabling Windows Firewall 161.8 Configuring an alternative IP address in Windows 71.8 o IP addressing 71.8 o Subnet mask 71.8 o DNS 71.8 o Gateway 71.8 Network card properties 71.8 o Half duplex/full duplex/auto 71.8 o Speed 71.8 o Wake-on-LAN 71.8 o QoS 71.8 o BIOS (on-board NIC) 7

6.2, 6.4, 6.6, 6.8, 7.1, 8.3, 10.2, 11.4, 12.6, 13.10, 13.11, 13.12

3.7, 5.6, 10.2, 10.3, 11.3, 12.1, 13.13

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1.9 Given a scenario, use features and tools of the Mac OS and Linux client/desktop operatin 181.9 Best practices 181.9 o Scheduled backups 181.9 o Scheduled disk maintenance 181.9 o System updates/App Store 181.9 o Patch management 181.9 o Driver/firmware updates 181.9 o Antivirus/Anti-malware updates 181.9 Tools 181.9 o Backup/Time Machine 181.9 o Restore/Snapshot 181.9 o Image recovery 181.9 o Disk maintenance utilities 181.9 o Shell/Terminal 181.9 o Screen sharing 181.9 o Force Quit 181.9 Features 181.9 o Multiple desktops/Mission Control 181.9 o Key Chain 181.9 o Spot Light 181.9 o iCloud 181.9 o Gestures 181.9 o Finder 181.9 o Remote Disc 181.9 o Dock 181.9 o Boot Camp 181.9 Basic Linux commands 181.9 o ls 181.9 o grep 181.9 o cd 181.9 o shutdown 181.9 o pwd vs. passwd 181.9 o mv 181.9 o cp 181.9 o rm 181.9 o chmod 181.9 o chown 181.9 o iwconfig/ifconfig 181.9 o ps 181.9 o su/sudo 181.9 o apt-get 181.9 o vi 181.9 o dd 181.9 o kill 182 Security

2.1 Summarize the importance of physical security measures. 172.1 Mantrap 172.1 Badge reader 172.1 Smart card 172.1 Security guard 172.1 Door lock 172.1 Biometric locks 172.1 Hardware tokens 172.1 Cable locks 172.1 Server locks 172.1 USB locks 172.1 Privacy screen 172.1 Key fobs 172.1 Entry control roster 172.2 Explain logical security concepts. 7, 16, 17

13.3

1.4, 1.5, 4.5, 6.9, 11.5, 12.1, 12.6, 12.8, 12.10,

12.11, 12.12, 13.6

Copyright © 2019 TestOut Corporation. CompTIA, A+, Network+, Security+, Linux+, IT Fundamentals, and related trademarks and trade names are the trademarks of CompTIA. Microsoft, MCITP, MSCA, MCTS, Office, and Windows are the trademarks of Microsoft. Cisco and CCNA are the trademarks of Cisco. Certified Ethical Hacker and CEH are the trademarks of the EC-Council. TestOut has no affiliation with any of these companies and the products and services advertised herein are not endorsed by any of them.

2.2 Active Directory 162.2 o Login script 162.2 o Domain 162.2 o Group Policy/Updates 162.2 o Organizational Units 162.2 o Home Folder 162.2 o Folder redirection 162.2 Software tokens 172.2 MDM policies 172.2 Port security 172.2 MAC address filtering 72.2 Certificates 172.2 Antivirus/Anti-malware 172.2 Firewalls 162.2 User authentication/strong passwords 162.2 Multifactor authentication 172.2 Directory permissions 162.2 VPN 172.2 DLP 172.2 Access control lists 172.2 Smart card 172.2 Email filtering 172.2 Trusted/untrusted software sources 172.2 Principle of least privilege 16

2.3 Compare and contrast wireless security protocols and authentication methods. 7, 17

2.3 Protocols and encryption 72.3 o WEP 72.3 o WPA 72.3 o WPA2 72.3 o TKIP 72.3 o AES 72.3 Authentication 172.3 o Single-factor 172.3 o Multifactor 172.3 o RADIUS 172.3 o TACACS 17

2.4Given a scenario, detect, remove, and prevent malware using appropriate tools and methods.

17

2.4 Malware 172.4 o Ransomware 172.4 o Trojan 172.4 o Keylogger 172.4 o Rootkit 172.4 o Virus 172.4 o Botnet 172.4 o Worm 172.4 o Spyware 172.4 Tools and methods 172.4 o Antivirus 172.4 o Anti-malware 172.4 o Recovery console 172.4 o Backup/restore 172.4 o End user education 172.4 o Software firewalls 172.4 o SecureDNS 172.5 Compare and contrast social engineering, threats, and vulnerabilities. 16, 172.5 Social engineering 172.5 o Phishing 172.5 o Spear phishing 17

7.1, 9.7, 12.4, 12.5, 13.1, 13.3, 13.6, 13.7,

13.9, 13.10, 13.12

13.6, 13.10, 13.13

7.1, 13.7

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2.5 o Impersonation 172.5 o Shoulder surfing 172.5 o Tailgating 172.5 o Dumpster diving 172.5 DDoS 172.5 DoS 172.5 Zero-day 172.5 Man-in-the-middle 172.5 Brute force 162.5 Dictionary 172.5 Rainbow table 172.5 Spoofing 172.5 Non-compliant systems 172.5 Zombie 17

2.6 Compare and contrast the differences of basic Microsoft Windows OS security settings. 14, 16

2.6 User and groups 162.6 o Administrator 162.6 o Power user 162.6 o Guest 162.6 o Standard user 162.6 NTFS vs. share permissions 162.6 o Allow vs. deny 162.6 o Moving vs. copying folders and files 162.6 o File attributes 162.6 Shared files and folders 162.6 o Administrative shares vs. local shares 162.6 o Permission propagation 162.6 o Inheritance 162.6 System files and folders 162.6 User authentication 162.6 o Single sign-on 162.6 Run as administrator vs. standard user 142.6 BitLocker 162.6 BitLocker To Go 162.6 EFS 162.7 Given a scenario, implement security best practices to secure a workstation. 13, 162.7 Password best practices 162.7 o Setting strong passwords 162.7 o Password expiration 162.7 o Screensaver required password 162.7 o BIOS/UEFI passwords 162.7 o Requiring passwords 162.7 Account management 162.7 o Restricting user permissions 162.7 o Logon time restrictions 162.7 o Disabling guest account 162.7 o Failed attempts lockout 162.7 o Timeout/screen lock 162.7 o Change default admin user account/password 162.7 o Basic Active Directory functions - Account creation 162.7 o Basic Active Directory functions - Account deletion 162.7 o Basic Active Directory functions - Password reset/unlock account 162.7 o Basic Active Directory functions - Disable account 162.7 Disable autorun 162.7 Data encryption 162.7 Patch/update management 132.8 Given a scenario, implement methods for securing mobile devices. 92.8 Screen locks 92.8 o Fingerprint lock 9

12.1, 12.4, 12.5, 12.10, 13.1, 13.3, 13.5, 13.7,

13.8, 13.9,

11.1, 11.2, 11.3, 11.4, 12.1, 12.5, 13.7, 13.8,

6.9, 13.6

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2.8 o Face lock 92.8 o Swipe lock 92.8 o Passcode lock Remote wipes 92.8 Locator applications 92.8 Remote backup applications 92.8 Failed login attempts restrictions 92.8 Antivirus/Anti-malware 92.8 Patching/OS updates 92.8 Biometric authentication 92.8 Full device encryption 92.8 Multifactor authentication 92.8 Authenticator applications 92.8 Trusted sources vs. untrusted sources 92.8 Firewalls 92.8 Policies and procedures 92.8 o BYOD vs. corporate-owned 92.8 o Profile security requirements 9

2.9 Given a scenario, implement appropriate data destruction and disposal methods. 17

2.9 Physical destruction 172.9 o Shredder 172.9 o Drill/hammer 172.9 o Electromagnetic (Degaussing) 172.9 o Incineration 172.9 o Certificate of destruction 172.9 Recycling or repurposing best practices 172.9 o Low-level format vs. standard format 172.9 o Overwrite 172.9 o Drive wipe 172.10 Given a scenario, configure security on SOHO wireless and wired networks. 72.10 Wireless-specific 72.10 o Changing default SSID 72.10 o Setting encryption 72.10 o Disabling SSID broadcast 72.10 o Antenna and access point placement 72.10 o Radio power levels 72.10 o WPS 72.10 Change default usernames and passwords 72.10 Enable MAC filtering 72.10 Assign static IP addresses 72.10 Firewall settings 72.10 Port forwarding/mapping 72.10 Disabling ports 72.10 Content filtering/parental controls 72.10 Update firmware 72.10 Physical security 7

3 Software Troubleshooting3.1 Given a scenario, troubleshoot Microsoft Windows OS problems. 13, 14, 153.1 Common symptoms 14, 153.1 o Slow performance 143.1 o Limited connectivity 143.1 o Failure to boot 153.1 o No OS found 153.1 o Application crashes 143.1 o Blue screens 153.1 o Black screens 153.1 o Printing issues 143.1 o Services fail to start 143.1 o Slow bootup 143.1 o Slow profile load 15

13.3

9.7

13.9

4 6 6 9 6 10 7 5 8 6

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3.1 Common solutions 13, 14, 153.1 o Defragment the hard drive 133.1 o Reboot 153.1 o Kill tasks 143.1 o Restart services 143.1 o Update network settings 143.1 o Reimage/reload OS 153.1 o Roll back updates 153.1 o Roll back devices drivers 153.1 o Apply updates 153.1 o Repair application 143.1 o Update boot order 153.1 o Disable Windows services/applications 143.1 o Disable application startup 143.1 o Safe boot 143.1 o Rebuild Windows profiles 153.2 Given a scenario, troubleshoot and resolve PC security issues. 173.2 Common symptoms 173.2 o Pop-ups 173.2 o Browser redirection 173.2 o Security alerts 173.2 o Slow performance 173.2 o Internet connectivity issues 173.2 o PC/OS lockup 173.2 o Application crash 173.2 o OS updates failures 173.2 o Rogue antivirus 173.2 o Spam 173.2 o Renamed system files 173.2 o Disappearing files 173.2 o File permission changes 173.2 o Hijacked email - Responses from users regarding email 173.2 o Hijacked email - Automated replies from unknown sent email 173.2 o Access denied 173.2 o Invalid certificate (trusted root CA) 173.2 o System/application log errors 173.3 Given a scenario, use best practice procedures for malware removal. 173.3 1. Identify and research malware symptoms. 173.3 2. Quarantine the infected systems. 173.3 3. Disable System Restore (in Windows). 173.3 4. Remediate the infected systems. 173.3 a. Update the anti-malware software. 17

3.3b. Scan and use removal techniques (safe mode, pre-installationenvironment).

17

3.3 5. Schedule scans and run updates. 173.3 6. Enable System Restore and create a restore point (in Windows). 173.3 7. Educate the end user. 173.4 Given a scenario, troubleshoot mobile OS and application issues. 93.4 Common symptoms 93.4 o Dim display 93.4 o Intermittent wireless 93.4 o No wireless connectivity 93.4 o No Bluetooth connectivity 93.4 o Cannot broadcast to external monitor 93.4 o Touchscreen non-responsive 93.4 o Apps not loading 93.4 o Slow performance 93.4 o Unable to decrypt email 93.4 o Extremely short battery life 93.4 o Overheating 9

9.8

4.6, 6.9, 6.10, 7.5, 8.6, 10.2, 12.1, 12.11,

12.12, 12.14, 12.15, 13.6, 13.13

12.14, 13.13

13.6

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3.4 o Frozen system 93.4 o No sound from speakers 93.4 o Inaccurate touch screen response 93.4 o System lockout 93.4 o App log errors 93.5 Given a scenario, troubleshoot mobile OS and application security issues. 93.5 Common symptoms 93.5 o Signal drop/weak signal 93.5 o Power drain 93.5 o Slow data speeds 93.5 o Unintended WiFi connection 93.5 o Unintended Bluetooth pairing 93.5 o Leaked personal files/data 93.5 o Data transmission over limit 93.5 o Unauthorized account access 93.5 o Unauthorized location tracking 93.5 o Unauthorized camera/microphone activation 93.5 o High resource utilization 94 Operational Procedures

4.1 Compare and contrast best practices associated with types of documentation. 17

4.1 Network topology diagrams 174.1 Knowledge base/articles 174.1 Incident documentation 174.1 Regulatory and compliance policy 174.1 Acceptable use policy 174.1 Password policy 174.1 Inventory management 174.1 o Asset tags 174.1 o Barcodes 174.2 Given a scenario, implement basic change management best practices. 174.2 Documented business processes 174.2 Purpose of the change 174.2 Scope the change 174.2 Risk analysis 174.2 Plan for change 174.2 End-user acceptance 174.2 Change board 174.2 o Approvals Backout plan 174.2 Document changes 174.3 Given a scenario, implement basic disaster prevention and recovery methods. 13, 154.3 Backup and recovery 134.3 o Image level 134.3 o File level 134.3 o Critical applications 134.3 Backup testing 134.3 UPS 134.3 Surge protector 134.3 Cloud storage vs. local storage backups 134.3 Account recovery options 154.4 Explain common safety procedures. Apx A4.4 Equipment grounding Apx A4.4 Proper component handling and storage Apx A4.4 o Antistatic bags Apx A4.4 o ESD straps Apx A4.4 o ESD mats Apx A4.4 o Self-grounding Apx A4.4 Toxic waste handling Apx A4.4 o Batteries Apx A4.4 o Toner Apx A

2.6, 4.1, 13.1, 13.2, 13.3

2.5, 9.7, 10.2, 12.11

2.3

9.7, 9.8

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4.4 o CRT Apx A4.4 o Cell phones Apx A4.4 o Tablets Apx A4.4 Personal safety Apx A4.4 o Disconnect power before repairing PC Apx A4.4 o Remove jewelry Apx A4.4 o Lifting techniques Apx A4.4 o Weight limitations Apx A4.4 o Electrical fire safety Apx A4.4 o Cable management Apx A4.4 o Safety goggles Apx A4.4 o Air filter mask Apx A4.4 Compliance with government regulations Apx A4.5 Explain environmental impacts and appropriate controls. Apx A4.5 MSDS documentation for handling and disposal Apx A4.5 Temperature, humidity level awareness, and proper ventilation Apx A4.5 Power surges, brownouts, and blackouts Apx A4.5 o Battery backup Apx A4.5 o Surge suppressor Apx A4.5 Protection from airborne particles Apx A4.5 o Enclosures Apx A4.5 o Air filters/mask Apx A4.5 Dust and debris Apx A4.5 o Compressed air Apx A4.5 o Vacuums Apx A4.5 Compliance to government regulations Apx A

4.6Explain the processes for addressing prohibited content/activity, and privacy, licensing, and policy concepts.

17

4.6 Incident response 174.6 o First response - Identify 174.6 o First response - Report through proper channels 174.6 o First response - Data/device preservation 174.6 o Use of documentation/documentation changes 174.6 o Chain of custody - Tracking of evidence/documenting process 174.6 Licensing/DRM/EULA 174.6 o Open-source vs. commercial license 174.6 o Personal license vs. enterprise licenses 174.6 Regulated data 174.6 o PII 174.6 o PCI 174.6 o GDPR 174.6 o PHI 174.6 Follow all policies and security best practices 174.7 Given a scenario, use proper communication techniques and professionalism. 11

4.7Use proper language and avoid jargon, acronyms, and slang, when applicable Maintain a positive attitude/project confidence

11

4.7 Actively listen (taking notes) and avoid interrupting the customer 114.7 Be culturally sensitive 114.7 o Use appropriate professional titles, when applicable 114.7 Be on time (if late, contact the customer) 114.7 Avoid distractions 114.7 o Personal calls 114.7 o Texting/social media sites 114.7 o Talking to coworkers while interacting with customers 114.7 o Personal interruptions 114.7 Dealing with difficult customers or situations 114.7 o Do not argue with customers and/or be defensive 114.7 o Avoid dismissing customer problems 114.7 o Avoid being judgmental 11

12.9, 13.1, 13.2, 13.4

2.1

2.2

2.1, 2.5

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4.7o Clarify customer statements (ask open-ended questions to narrow thescope of the problem, restate the issue, or question to verify understanding)

11

4.7 o Do not disclose experiences via social media outlets 11

4.7 Set and meet expectations/timeline and communicate status with the customer 11

4.7 o Offer different repair/replacement options, if applicable 114.7 o Provide proper documentation on the services provided 114.7 o Follow up with customer/user at a later date to verify satisfaction 114.7 Deal appropriately with customers’ confidential and private materials 114.7 o Located on a computer, desktop, printer, etc. 114.8 Identify the basics of scripting. 184.8 Script file types 184.8 o .bat 184.8 o .ps1 184.8 o .vbs 184.8 o .sh 184.8 o .py 184.8 o .js 184.8 Environment variables 184.8 Comment syntax 184.8 Basic script constructs 184.8 o Basic loops 184.8 o Variables 184.8 Basic data types 184.8 o Integers 184.8 o Strings 184.9 Given a scenario, use remote access technologies. 184.9 RDP 184.9 Telnet 184.9 SSH 184.9 Third-party tools 184.9 o Screen share feature 184.9 o File share 184.9 Security considerations of each access method 18

6.5, 11.4, 12.6, 13.12

1.4, 11.1, 11.2, 12.1, 12.14, 13.7

Copyright © 2019 TestOut Corporation. CompTIA, A+, Network+, Security+, Linux+, IT Fundamentals, and related trademarks and trade names are the trademarks of CompTIA. Microsoft, MCITP, MSCA, MCTS, Office, and Windows are the trademarks of Microsoft. Cisco and CCNA are the trademarks of Cisco. Certified Ethical Hacker and CEH are the trademarks of the EC-Council. TestOut has no affiliation with any of these companies and the products and services advertised herein are not endorsed by any of them.