Introduction

A+ Certification Training Guide, Fifth Edition, is designed for those with the goal of certification as an A+ certified technician. It covers both the Core Hardware Service Technician (220-301) and Operating System Technologies (220-302) exams.

These exams measure essential competencies for a microcomputer hardware service technician with six months of on-the-job experience. You must demonstrate knowledge that would enable you to properly install, configure, upgrade, troubleshoot, and repair microcomputer hardware. This includes basic knowledge of desktop and portable systems, basic networking concepts, and printers. You also must demonstrate knowledge of safety and common preventive maintenance procedures.

This book is your one-stop shop. Everything you need to know to pass the exams is in here. You do not have to take a class in addition to buying this book to pass the exam. Depending on your personal study habits or learning style, however, you might benefit from buying this book and taking a class.

This book also can help advanced users and administrators who are not studying for the exam but are looking for a single-volume technical reference.

How This Book Helps You

This book provides a self-guided tour of all the areas covered by the Core Hardware Service Technician and Operating System Technologies exams and identifies the specific skills you need to achieve your A+ certification. You also will find the features that make Que's training guides so successful: clear organization, helpful hints, tips, real-world examples, and step-by-step exercises. Specifically, this book is set up to help you in the following ways:

• Organization— This book is organized according to individual exam objectives. This book covers every objective that you need to know for the Core Hardware Service Technician and Operating System Technologies exams. The objectives are covered in the same order as they are listed by the certifying organization, CompTIA, to make it as easy as possible for you to learn the information. We also have attempted to make the information accessible in the following ways:

  • The Study and Exam Prep Tips section will help you develop study strategies. It also provides valuable exam-day tips and information.

  • This introduction includes the full list of exam topics and objectives.

  • Each chapter begins with a list of the objectives to be covered.

  • Each chapter also begins with an outline that provides an overview of the material and the page numbers indicating where you can find particular topics.

  • Objectives are repeated within the text where the material most directly relevant to them is covered.

  • Information on where the objectives are covered is also conveniently condensed on the tearcard at the front of this book.

• Instructional features— This book has been designed to provide you with multiple ways to learn and reinforce the exam material. Following are some of the helpful methods:

  • Objective explanations— As mentioned previously, each chapter begins with a list of the objectives covered in the chapter. In addition, immediately following each objective is an explanation in a context that defines it more meaningfully.

  • Study strategies— The beginning of each chapter also includes strategies for studying and retaining the material in the chapter, particularly as it is addressed on the exam.

  • Test tips— Exam tips appear in the margin to provide specific exam-related advice. Such tips might address what material is covered (or not covered) on the exam, how it is covered, mnemonic devices, and particular quirks of that exam.

  • Summaries— Each chapter ends with a summary.

  • Key terms— A list of key terms appears at the end of each chapter. This list highlights terms and concepts you should recognize. Where possible, such terms have been italicized in the text.

  • Notes— These paragraphs appear in the margin and contain various kinds of useful information such as tips on technology or administrative practices, historical background on terms and technologies, or side commentary on industry issues.

  • Warnings— When you are using sophisticated technology improperly, the potential for mistakes or even catastrophes to occur is ever-present. Warnings appear in the margin to alert you to such potential problems.

  • Lab exercises— Fifty-four exercises or lab procedures are included on the CD that accompanies this book, providing you with more opportunities for hands-on learning and reinforcement of the concepts.

  • Challenges— These instructional elements require you to analyze a situation and come up with a solution to a technical problem. They are included here in anticipation of the application questions that will begin to appear in the A+ exams. Answers appear in the “Apply Your Knowledge” section.

• Extensive practice test options— This book provides numerous opportunities for you to assess your knowledge and to practice for the exam. The practice options include the following:

  • Review Questions— These questions appear in the “Apply Your Knowledge” section. They reflect the kinds of multiple-choice questions that appear on the A+ exams. Use them to practice for the exam and to help you determine what you know and what you need to review or study further. Answers and explanations for them are provided.

  • Practice exam— A practice exam is included in the “Final Review” section for each exam (as discussed later).

  • PrepLogic— The PrepLogic software included on the CD that accompanies this book provides even more practice questions. You also can purchase more questions; these questions are already on the CD and merely need to be “unlocked” so that you can access them.

• Final Review— This part of the book provides the following three valuable tools that can help you prepare for the exam:

  • Fast Facts— This condensed version of the information contained in the book will prove extremely useful for last-minute review.

  • Practice Exam— A full practice test for each of the exams is included. Questions are written in the styles used on the actual exams. Use it to assess your readiness for the real thing.

  • Video Presentations— This edition of the book includes approximately two hours of video presentations provided by world-renowned computer repair author Scott Mueller. These video presentations can be found on the CD-ROM located inside the back cover of the book.

The book includes several valuable appendixes as well, including a glossary (Appendix A), an overview of the A+ certification program (Appendix B), a description of what is on the CD-ROM (Appendix C), and an explanation of the PrepLogic test engine (Appendix D).

These and all the other book features mentioned previously will enable you to thoroughly prepare for the exam.

To register for the A+ exam, contact Marcraft at 800-441-6006. Special discounts are available for Que customers.

For more information about the exam or the certification process, contact Marcraft International or the CompTIA organization:

Marcraft International
Attn: A+ Certification
Exam Dept.
100 N. Morain St.
Kennewick, WA 99336
Tel: 800-441-6006
Fax: 509-374-1951
info@mic-inc.com
www.mic-inc.com

CompTIA Headquarters
450 E. 22nd St., Suite 230
Lombard, IL 60148-6158
Tel: 630-268-1818
Fax: 630-268-1834
info@comptia.org
www.comptia.org

A+ Core Hardware Service Technician Examination Blueprint

For A+ certification, you must pass both this examination and the A+ Operating System Technologies examination. As noted previously, the examination measures essential competencies for a microcomputer hardware service technician with six months of on-the-job experience.

This examination blueprint includes weighting, test objectives, and sample content. Sample topics and concepts are included to clarify the test objectives; do not construe these as a comprehensive list of the content of this examination.

Table IN.1 lists the domains measured by this examination and the approximate extent to which they are represented.

Table IN.1. Domain Representation

Domain	% of Examination (Approximately)
1.0 Installation, Configuration, and Upgrading	35%
2.0 Diagnosing and Troubleshooting	21%
3.0 Preventive Maintenance, Safety, and Environmental Issues	5%
4.0 Motherboard/Processors/Memory	11%
5.0 Printers	9%
6.0 Basic Networking	19%
Total	100%

In terms of the exam itself, the examinee selects, from four response options, the one option that best completes the statement or answers the question. The exam directions read as follows:

Read the statement or question and, from the response options, select only one letter that represents the most correct or best answer.

Distracters or wrong answers are response options that examinees with incomplete knowledge or skill would likely choose, but are generally plausible responses fitting into the content area.

The sections that follow outline the objectives for the exam and provide representative (but not necessarily complete) content areas that reflect each objective.

Domain 1.0 Installation, Configuration, and Upgrading

The 1.0 domain requires the knowledge and skills required to identify, install, configure, and upgrade microcomputer modules and peripherals, following established basic procedures for system assembly and disassembly of field replaceable modules. Elements include the ability to identify and configure IRQs, DMAs, I/O addresses, and set switches and jumpers.

Objectives and Representative Content

1.1 Identify names, purpose, and characteristics of system modules. Recognize these modules by sight or definition.

Examples of concepts and modules are

• Motherboard

• Firmware

• Power supply

• Processor/CPU

• Memory

• Storage devices

• Display devices

• Adapter cards

• Ports

• Cases

• Riser cards

1.2 Identify basic procedures for adding and removing field replaceable modules for desktop systems. Given a replacement scenario, choose the appropriate sequences

Desktop Components:

• Motherboard

• Storage devices

  • FDD

  • HDD

  • CD/CD-RW

  • DVD/DVD-RW

  • Tape drive

  • Removable storage

• Power supply

  • AC adapters

  • AT/ATX

• Cooling systems

  • Fans

  • Heat sinks

  • Liquid cooling

• Processor/CPU

• Memory

• Display devices

• Input devices

  • Keyboard

  • Mouse/pointer devices

  • Touch screen

• Adapters

  • Network interface card (NIC)

  • Sound card

  • Video card

  • Modem

  • SCSI

  • IEEE-1394/FireWire

  • USB

  • Wireless

1.3 Identify basic procedures for adding and removing field replaceable modules for portable systems. Given a replacement scenario, choose the appropriate sequences

Portable Components:

• Storage devices

  • FDD

  • HDD

  • CD/CD-RW

  • DVD/DVD-RW

  • Removable storage

• Power sources

  • AC adapters

  • DC adapters

  • Batteries

• Memory

• Input devices

  • Keyboard

  • Mouse/pointer devices

  • Touch screen

• PCMCIA adapters

  • Network interface card (NIC)

  • Modem

  • SCSI

  • IEEE-1394/FireWire

  • USB

  • Storage (memory and hard drive)

• Docking station/port replicators

• LCD Panel

• Wireless

  • Adapter/controller

  • Antenna

1.4 Identify available IRQs, DMAs, I/O addresses, and procedures for altering these settings when installing and configuring devices. Choose the appropriate installation or configuration steps in a given scenario.

Content may include the following:

• Legacy devices (for example, ISA sound card)

• Specialized devices (for example, CAD/CAM)

• Internal modems

• Floppy-drive controllers

• Hard-drive controllers

• Multimedia devices

• NICs

• I/O Ports

  • Serial

  • Parallel

  • USB ports

• IEEE-1394/FireWire

• Infrared

1.5 Identify the names, purposes, and performance characteristics of standardized/common peripheral ports, associated cabling, and their connectors. Recognize ports, cabling, and connectors by sight.

Content might include the following:

• Port types

  • Serial

  • Parallel

  • USB Ports

  • IEEE-1394/FireWire

  • Infrared

• Cable types

  • Serial (Straight-through versus null modem)

  • Parallel

  • USB

• Connector types

  • Serial

  • DB-9

  • DB-25

  • RJ-11

  • RJ-45

  • Parallel

  • DB-25

  • Centronics (mini, 36)

  • PS2/MINI-DIN

  • USB

  • IEEE-1394

1.6 Identify proper procedures for installing and configuring common IDE/EIDE devices. Choose the appropriate installation or configuration sequences in given scenarios. Recognize the associated cables.

Content may include the following:

• IDE Interface Types

  • EIDE

  • ATA/ATAPI

  • Serial ATA

  • PIO

• RAID (0, 1, and 5)

• Master/Slave/Cable Select

• Devices per channel

• Primary/Secondary

• Cable orientation requirements

1.7 Identify proper procedures for installing and configuring common SCSI devices. Choose the appropriate installation or configuration sequences in given scenarios.

Content may include the following:

• SCSI Interface Types

  • Narrow

  • Fast

  • Wide

  • Ultra-wide

  • LVD

  • HVD

• Internal versus external

• SCSI IDs

  • Jumper block settings (binary equivalents)

  • Resolving ID conflicts

• RAID (0, 1, and 5)

• Cabling

  • Length

  • Type

  • Termination requirements (active, passive, auto)

1.8 Identify proper procedures for installing and configuring common peripheral devices. Choose the appropriate installation or configuration sequences in given scenarios.

Content may include the following:

• Modems and transceivers (dial-up, cable, DSL, ISDN)

• External storage

• Digital cameras

• PDAs

• Wireless access points

• Infrared devices

• Printers

• UPSs (uninterruptible power supplies) and suppressors

• Monitors

1.9 Identify procedures to optimize PC operations in specific situations. Predict the effects of specific procedures under given scenarios.

Topics may include

• Cooling systems

• Liquid

• Air

• Heat sink

• Thermal compound

• Disk subsystem enhancements

• Hard drives

• Controller cards (for example, RAID, ATA-100, and so on)

• Cables

• NICs

• Specialized video cards

• Memory

• Additional processors

1.10 Determine the issues that must be considered when upgrading a PC. In a given scenario, determine when and how to upgrade system components.

Issues may include

• Drivers for legacy devices

• Bus types and characteristics

• Cache in relationship to motherboards

• Memory capacity and characteristics

• Processor speed and compatibility

• Hard-drive capacity and characteristics

• System/firmware limitations

• Power-supply output capacity

Components may include the following:

• Motherboards

• Memory

• Hard drives

• CPU

• BIOS

• Adapter cards

• Laptop power sources

• Lithium ion

• NiMH

• Fuel cell

• PCMCIA Type I, II, III cards

Domain 2.0 Diagnosing and Troubleshooting

The 2.0 domain requires the ability to apply knowledge relating to diagnosing and troubleshooting common module problems and system malfunctions. This includes knowledge of the symptoms relating to common problems.

Objectives and Representative Content

2.1 Recognize common problems associated with each module and their symptoms, and identify steps to isolate and troubleshoot the problems. Given a problem situation, interpret the symptoms and infer the most likely cause.

Content may include the following:

• I/O ports and cables

  • Serial

  • Parallel

  • USB ports

  • IEEE-1394/FireWire

  • Infrared

  • SCSI

• Motherboards

  • CMOS/BIOS settings

  • POST audible/visual error codes

• Peripherals

• Computer case

  • Power supply

  • Slot covers

  • Front cover alignment

• Storage devices and cables

  • FDD

  • HDD

  • CD/CD-RW

  • DVD/DVD-RW

  • Tape drive

  • Removable storage

• Cooling systems

  • Fans

  • Heat sinks

  • Liquid cooling

  • Temperature sensors

• Processor/CPU

• Memory

• Display device

• Input devices

  • Keyboard

  • Mouse/pointer devices

  • Touch screen

• Adapters

  • Network interface card (NIC)

  • Sound card

  • Video card

  • Modem

  • SCSI

  • IEEE-1394/FireWire

  • USB

• Portable Systems

  • PCMCIA

  • Batteries

  • Docking stations/port replicators

  • Portable unique storage

2.2 Identify basic troubleshooting procedures and tools, and how to elicit problem symptoms from customers. Justify asking particular questions in a given scenario.

Content may include the following:

• Troubleshooting/isolation/problem determination procedures

• Determining whether a hardware or software problem

• Gathering information from user

• Customer environment

• Symptoms/error codes

• Situation when the problem occurred

Domain 3.0 Preventive Maintenance, Safety, and Environmental Issues

The 3.0 domain requires the knowledge of safety and preventive maintenance. With regard to safety, it includes the potential hazards to personnel and equipment when working with lasers, high-voltage equipment, ESD, and items that require special disposal procedures that comply with environmental guidelines. With regard to preventive maintenance, this includes knowledge of preventive maintenance products, procedures, environmental hazards, and precautions when working on microcomputer systems.

Objectives and Representative Content

3.1 Identify the various types of preventive maintenance measures, products, and procedures and when and how to use them.

Content may include the following:

• Liquid cleaning compounds

• Types of materials to clean contacts and connections

• Nonstatic vacuums (chassis, power supplies, fans)

• Cleaning monitors

• Cleaning removable media devices

• Ventilation, dust, and moisture control on the PC hardware interior

• Hard-disk maintenance (Defrag, ScanDisk, CHKDSK)

• Verifying UPSs (uninterruptible power supplies) and suppressors

3.2 Identify various safety measures and procedures and when and how to use them.

Content may include the following:

• ESD (electrostatic discharge) precautions and procedures

• What ESD can do, how it may be apparent or hidden

• Common ESD protection devices

• Situations that could present a danger or hazard

• Potential hazards and proper safety procedures relating to

  • High-voltage equipment

  • Power supplies

  • CRTs

3.3 Identify environmental protection measures and procedures and when and how to use them.

Content may include the following:

• Special disposal procedures that comply with environmental guidelines

• Batteries

• CRTs

• Chemical solvents and cans

• MSDS (Material Safety Data Sheets)

Domain 4.0 Motherboard/Processors/Memory

The 4.0 domain requires knowledge of specific terminology, facts, ways and means of dealing with classifications, categories, and principles of motherboards, processors, and memory in microcomputer systems.

Objectives and Representative Content

4.1 Distinguish between the popular CPU chips in terms of their basic characteristics.

Content may include the following:

• Popular CPU chips (Pentium class compatible)

• Voltage

• Speeds (actual versus advertised)

• Cache level I, II, III

• Sockets/slots

• Voltage regulator modules

4.2 Identify the types of RAM (random access memory), form factors, and operational characteristics. Determine banking and speed requirements under given scenarios.

Content may include the following:

• Types

  • EDO DRAM (Extended Data Out DRAM)

  • DRAM (Dynamic Random Access Memory)

  • SRAM (Static RAM)

  • VRAM (Video RAM)

  • SDRAM (Synchronous Dynamic RAM)

  • DDR (Double Data Rate)

  • Rambus

• Form factors (including pin count)

  • SIMM (Single In-line Memory Module)

  • DIMM (Dual In-line Memory Module)

  • SODIMM (Small Outline DIMM)

  • MicroDIMM

  • RIMM (Rambus Inline Memory Module)

• Operational characteristics

  • Memory chips (8-bit, 16-bit, and 32-bit)

  • Parity chips versus nonparity chips

  • ECC versus non-ECC

  • Single-sided versus double-sided

4.3 Identify the most popular types of motherboards, their components, and their architecture (bus structures).

Content may include the following:

• Types of motherboards

  • AT

  • ATX

• Components

• Communication ports

  • Serial

  • USB

  • Parallel

  • IEEE-1394/FireWire

  • Infrared

• Memory

  • SIMM

  • DIMM

  • RIMM

  • SODIMM

  • MicroDIMM

• Processor sockets

  • Slot 1

  • Slot 2

  • Slot A

  • Socket A

  • Socket 7

  • Socket 8

  • Socket 423

  • Socket 478

  • Socket 370

• External cache memory (Level 2)

• Bus architecture

  • ISA

  • PCI

  • PCI 32-bit

  • PCI 64-bit

  • AGP

  • 2X

  • 4X

  • 8X (Pro)

  • USB (Universal Serial Bus)

  • AMR (Audio/Modem Riser) slots

  • CNR (Communications and Network Riser) slots

• Basic compatibility guidelines

  • IDE (ATA, ATAPI, ULTRA-DMA, EIDE)

  • SCSI (Narrow, Wide, Fast, Ultra, HVD, LVD)

• Chipsets

4.4 Identify the purpose of CMOS (Complementary Metal-Oxide Semiconductor) memory, what it contains, and how and when to change its parameters. Given a scenario involving CMOS, choose the appropriate course of action.

CMOS Settings:

• Default settings

• CPU settings

• Printer parallel port—uni, bidirectional, disable/enable, ECP, EPP

• COM/serial port—memory address, interrupt request, disable

• Floppy drive—enable/disable drive or boot, speed, density

• Hard drive—size and drive type

• Memory—speed, parity, nonparity

• Boot sequence

• Date/Time

• Passwords

• Plug-and-Play BIOS

• Disabling onboard devices

• Disabling virus protection

• Power management

• Infrared

Domain 5.0 Printers

The 5.0 domain requires knowledge of basic types of printers, basic concepts, printer components, the way they work, the way they print onto a page, paper path, care and service techniques, and common problems.

Objectives and Representative Content

5.1 Identify printer technologies, interfaces, and options/upgrades.

Technologies include

• Laser

• Ink dispersion

• Dot matrix

• Solid ink

• Thermal

• Dye sublimation

Interfaces include

• Parallel

• Network

• SCSI

• USB

• Infrared

• Serial

• IEEE-1394/FireWire

• Wireless

Options/upgrades include

• Memory

• Hard drives

• NICs

• Trays and feeders

• Finishers (for example, stapling)

• Scanners/faxes/copiers

5.2 Recognize common printer problems and techniques used to resolve them.

Content may include the following:

• Printer drivers

• Firmware updates

• Paper feed and output

• Calibrations

• Printing test pages

• Errors (printed or displayed)

• Memory

• Configurations

• Network connections

• Connections

• Paper jam

• Print quality

• Safety precautions

• Preventive maintenance

• Consumables

• Environment

Domain 6.0 Basic Networking

The 6.0 domain requires knowledge of basic network concepts and terminology, the ability to determine whether a computer is networked, knowledge of procedures for swapping and configuring network interface cards, and knowledge of the ramifications of repairs when a computer is networked. The scope of this topic is specific to hardware issues on the desktop and connecting it to a network.

Objectives and Representative Content

6.1 Identify the common types of network cables, their characteristics, and connectors.

Cable types include

• Coaxial

• RG-6

• RG-8

• RG-58

• RG-59

• Plenum/PVC

• UTP

• CAT3

• CAT5/e

• CAT6

• STP

• Fiber

• Single-mode

• Multimode

Connector types include

• BNC

• RJ-45

• AUI

• ST/SC

• IDC/UDC

6.2 Identify basic networking concepts including how a network works.

Concepts include

• Installing and configuring network cards

  • Addressing

  • Bandwidth

  • Status indicators

• Protocols

  • TCP/IP

  • IPX/SPX (NWLINK)

  • AppleTalk

  • NETBEUI/NETBIOS

• Full-duplex, half-duplex

• Cabling—twisted pair, coaxial, fiber optic, RS-232

• Networking models

  • Peer-to-peer

  • Client/server

  • Infrared

  • Wireless

6.3 Identify common technologies available for establishing Internet connectivity and their characteristics.

Technologies include

• LAN

• DSL

• Cable

• ISDN

• Dial-up

• Satellite

• Wireless

Characteristic include

• Definition

• Speed

• Connections

A+ Operating System Technologies Examination Blueprint

In addition to passing the Core Hardware exam, you must pass the Operating System Technologies exam to receive your certification. You must demonstrate basic knowledge of Windows 9x/Me and Windows NT/2000/XP for installing, configuring, upgrading, troubleshooting, and repairing microcomputer systems.

This examination blueprint includes weighting, test objectives, and sample content. Sample topics and concepts are included to clarify the test objectives; they should not be construed as a comprehensive listing of the content of this examination.

Table IN.2 lists the domains measured by this examination and the approximate extent to which they are represented.

Table IN.2. Domain Representation

Domain	% of Examination (Approximately)
1.0 OS Fundamentals	28%
2.0 Installation, Configuration, and Upgrading	31%
3.0 Diagnosing and Troubleshooting	25%
4.0 Networks	16%
Total	100%

Domain 1.0 Operating System Fundamentals

The Operating System Technologies 1.0 domain requires knowledge of underlying structures, functions, and user interfaces in Windows 9x/Me and Windows 2000/XP operating systems. It also requires knowledge to manage files and directories and the ability to run programs. Finally, the domain requires knowledge of navigating through these operating systems from different user interfaces including the command-line prompt as well as using procedures for accessing and retrieving information.

Objectives and Representative Content

1.1 Identify the major desktop components and interfaces, and their functions. Differentiate the characteristics of Windows 9x/Me, Windows NT 4.0 Workstation, Windows 2000 Professional, and Windows XP.

Content may include the following:

• Contrasts between Windows 9x/Me, Windows NT 4.0 Workstation, Windows 2000 Professional, and Windows XP

• Major operating system components

  • Registry

  • Virtual memory

  • File system

• Major operating system interfaces

  • Windows Explorer

  • My Computer

  • Control Panel

  • Computer Management Console

  • Accessories/System Tools

  • Command line

  • Network Neighborhood/My Network Places

  • Taskbar/systray

  • Start menu

  • Device Manager

1.2 Identify the names, locations, purposes, and contents of major system files.

Content may include the following:

• Windows 9x–specific files

  • IO.SYS

  • MSDOS.SYS

  • AUTOEXEC.BAT

  • COMMAND.COM

  • CONFIG.SYS

  • HIMEM.SYS

  • EMM386.EXE

  • WIN.COM

  • SYSTEM.INI

  • WIN.INI

• Registry data files

  • SYSTEM.DAT

  • USER.DAT

• Windows NT–based specific files

  • BOOT.INI

  • NTLDR

  • NTDETECT.COM

  • NTBOOTDD.SYS

  • NTUSER.DAT

  • Registry data files

1.3 Demonstrate the ability to use command-line functions and utilities to manage the operating system, including the proper syntax and switches.

Command-line functions and utilities include

• COMMAND/CMD

• DIR

• ATTRIB

• VER

• MEM

• SCANDISK

• DEFRAG

• EDIT

• XCOPY

• COPY

• FORMAT

• FDISK

• SETVER

• SCANREG

• MD/CD/RD

• DEL/REN

• DELTREE

• TYPE

• ECHO

• SET

• PING

1.4 Identify basic concepts and procedures for creating, viewing, and managing disks, directories, and files. This includes procedures for changing file attributes and the ramifications of those changes (for example, security issues).

Content may include the following:

• Disks

• Partitions

  • Active partition

  • Primary partition

  • Extended partition

  • Logical PARTITION

• File systems

  • FAT16

  • FAT32

  • NTFS4

  • NTFS5.x

• Directory structures (root directory, subdirectories, and so on)

• Creating folders

• Navigating the directory structure

• Maximum depth

• Files

• Creating files

• File-naming conventions (most common extensions, 8.3, maximum length)

• File attributes (Read-Only, Hidden, System, and Archive)

• File compression

• File encryption

• File permissions

• File types (text versus binary file)

1.5 Identify the major operating system utilities, their purpose, location, and available switches.

Content may include the following:

• Disk-management tools

  • DEFRAG.EXE

  • FDISK.EXE

  • Backup/Restore utility (MSBackup, NTBackup, and so on)

  • ScanDisk

  • CHKDSK

  • Disk Cleanup

  • Format

• System-management tools

  • Device Manager

  • System Manager

  • Computer Manager

  • MSCONFIG.EXE

  • REGEDIT.EXE (View information/back up Registry)

  • REGEDT32.EXE

  • SYSEDIT.EXE

  • COMMAND/CMD

  • Event Viewer

  • Task Manager

• File-management tools

  • ATTRIB.EXE

  • EXTRACT.EXE

  • EDIT.COM

  • Windows Explorer

Domain 2.0 Installation, Configuration, and Upgrading

The 2.0 domain requires knowledge of installing, configuring, and upgrading Windows 9x/Me and Windows NT/2000/XP. This includes knowledge of system boot sequences and minimum hardware requirements.

Objectives and Representative Content

2.1 Identify the procedures for installing Windows 9x/Me, Windows NT 4.0 Workstation, Windows 2000 Professional, and Windows XP and bringing the operating system to a basic operational level.

Content may include the following:

• Verify hardware compatibility and minimum requirements

• Determine OS installation options

  • Installation type (typical, custom, other)

  • Network configuration

  • File system type

  • Dual-boot support

  • Disk preparation order (conceptual disk preparation)

• Start the installation

  • Partition

  • Format drive

  • Run appropriate setup utility

  • Setup

  • WINNT

• Installation methods

  • Bootable CD

  • Boot floppy

  • Network installation

• Drive imaging

• Device driver configuration

  • Load default drivers

  • Find updated drivers

  • Restore user data files (if applicable)

  • Identify common symptoms and problems

2.2 Identify steps to perform an operating system upgrade from Windows 9.x/ME, Windows NT 4.0 Workstation, Windows 2000 Professional, and Windows XP. Given an upgrade scenario, choose the appropriate next steps.

Content may include the following:

• Upgrade paths available

• Determine correct upgrade startup utility (for example, WINNT32 versus WINNT)

• Verify hardware compatibility and minimum requirements

• Verify application compatibility

• Apply OS service packs, patches, and updates

• Install additional Windows components

2.3 Identify the basic system boot sequences and boot methods, including the steps to create an emergency boot disk with utilities installed for Windows 9x/Me, Windows NT 4.0 Workstation, Windows 2000 Professional, and Windows XP.

Content may include the following:

• Boot sequence

• Files required to boot

• Boot steps (9.x, NT-based)

• Alternative boot methods

• Using a Startup disk

• Safe/VGA-only mode

• Last Known Good Configuration

• Command Prompt mode

• Booting to a system restore point

• Recovery Console

• BOOT.INI switches

• Dual-booting

• Creating emergency disks with OS utilities

• Creating an emergency repair disk (ERD)

2.4 Identify procedures for installing/adding a device, including loading, adding, and configuring device drivers and required software.

Content may include the following:

• Device driver installation

• Plug-and-Play (PNP) and non-PNP devices

• Install and configure device drivers

• Install different device drivers

• Manually install a device driver

• Search the Internet for updated device drivers

• Use unsigned drivers (driver signing)

• Install additional Windows components

• Determine if permissions are adequate for performing the task

2.5 Identify procedures necessary to optimize the operating system and major operating system subsystems.

Content may include the following:

• Virtual memory management

• Disk defragmentation

• Files and buffers

• Caches

• Temporary file management

Domain 3.0 Diagnosing and Troubleshooting

The 3.0 domain requires the ability to apply knowledge to diagnose and troubleshoot common problems relating to Windows 9x/Me and Windows NT/2000/XP operating systems. This includes understanding normal operation and symptoms relating to common problems.

Objectives and Representative Content

3.1 Recognize and interpret the meaning of common error codes and startup messages from the boot sequence, and identify steps to correct the problems.

Content may include the following:

• Common error messages and codes

• Boot failure and errors

  • Invalid boot disk

  • Inaccessible boot device

  • Missing NTLDR

  • Bad or missing Command interpreter

• Startup messages

  • Error in CONFIG.SYS line XX

  • HIMEM.SYS not loaded

  • Missing or corrupt HIMEM.SYS

  • Device/Service has failed to start

  • A device referenced in SYSTEM.INI, WIN.INI, Registry is not found

  • Event Viewer – Event log is full

  • Failure to start GUI

  • Windows Protection Error

  • User-modified settings cause improper operation at startup

  • Registry corruption

• Using the correct utilities

  • Dr. Watson

  • Boot Disk

  • Event Viewer

3.2 Recognize when to use common diagnostic utilities and tools. Given a diagnostic scenario involving one of these utilities or tools, select the appropriate steps needed to resolve the problem.

Utilities and tools may include the following:

• Startup disks

• Required files for a boot disk

• Boot disk with CD-ROM support

• Startup modes

• Safe Mode

• Safe Mode with Command Prompt

• Safe mode with Networking

• Step-by-Step/Single-step mode

• Automatic skip driver (ASD.EXE)

• Diagnostic tools, utilities, and resources

• User/installation manuals

• Internet/Web resources

• Training materials

• Task Manager

• Dr. Watson

• Boot Disk

• Event Viewer

• Device Manager

• WinMSD

• MSD

• Recovery CD

• CONFIGSAFE

• Eliciting problem symptoms from customers

• Having customers reproduce errors as part of the diagnostic process

• Identifying recent changes to the computer environment from the users

3.3 Recognize common operational and usability problems and determine how to resolve them.

Content may include the following:

• Troubleshooting Windows-specific printing problems

• Print spool is stalled

• Incorrect/incompatible driver for print

• Incorrect parameter

• Other common problems

• General Protection Faults

• Bluescreen error (BSOD)

• Illegal operation

• Invalid working directory

• System lockup

• Options (sound card, modem, input device) will not function

• Application will not start or load

• Cannot log on to network (option—NIC not functioning)

• Applications don't install

• Network connection

• Viruses and virus types

• What they are

• TSR (Terminate-and-Stay-Resident) programs and virus

• Sources (floppy disks, e-mails, and so on)

• How to determine presence

Domain 4.0 Networks

The 4.0 domain requires knowledge of network capabilities of Windows and ways to connect to networks on the client side, including the purpose of the Internet, its capabilities, basic concepts relating to Internet access, and generic procedures for system setup. The scope of this topic is only what is needed on the desktop side to connect to a network.

Objectives and Representative Content

4.1 Identify the networking capabilities of Windows. Given configuration parameters, configure the operating system to connect to a network.

Content may include the following:

• Configure protocols

  • TCP/IP

  • Gateway

  • Subnet mask

  • DNS (and domain suffix)

  • WINS

  • Static address assignment

  • Automatic address assignment (APIPA, DHCP)

  • IPX/SPX (NWLink)

  • AppleTalk

  • NetBEUI/NetBIOS

• Configure client options

  • Microsoft

  • Novell

• Verify the configuration

• Understand the use of the following tools

  • IPCONFIG.EXE

  • WINIPCFG.EXE

  • PING

  • TRACERT.EXE

  • NSLOOKUP.EXE

• Share resources (understand the capabilities/limitations with each OS version)

• Set permissions to shared resources

• Network type and network card

4.2 Identify the basic Internet protocols and terminologies. Identify procedures for establishing Internet connectivity. In a given scenario, configure the operating system to connect to and use Internet resources.

Content may include the following:

• Protocols and terminologies

  • ISP

  • TCP/IP

  • E-mail (POP, SMTP, IMAP)

  • HTML

  • HTTP

  • HTTPS

  • SSL

  • Telnet

  • FTP

  • DNS

• Connectivity technologies

  • Dial-up networking

  • DSL networking

  • ISDN networking

  • Cable

  • Satellite

  • Wireless

  • LAN

• Installing and configuring browsers

• Enabling/disabling script support

• Configuring proxy settings

• Configuring security settings

• Firewall protection under Windows XP

Hardware and Software You Will Need

As a self-paced study guide, this book was designed with the expectation that you will use your computer as you follow along through the exercises. You also will want to use the PrepLogic software and complete the labs on the CD that accompanies this book. Your computer should meet the following criteria:

• 32-bit operating system (Windows 9x/2000/XP or NT 4.0)

• 10MB hard-drive space

• 16MB RAM

• IE 4.01 or later

• 640×480 video resolution with 256 colors or more

• CD-ROM drive

Advice on Taking the Exam

More extensive tips are located in the section titled “Study and Exam Prep Tips,” but keep this advice in mind as you study:

• Read all the material. Make sure that your exam preparation is thorough. Do not just drop into the book and read around. Read through all the material. This book includes additional information not reflected in the objectives in an effort to give you the best possible preparation for the examination—and for on-the-job experiences to come.

• Complete the steps. They will provide you with another way of understanding the material as well as more information on how well you comprehend it.

• Use the questions to assess your knowledge. Do not just read the chapter content; use the questions to find out what you know and what you do not. Study some more, review, and then assess your knowledge again.

• Review the exam objectives. Develop your own questions and examples for each topic listed. If you can develop and answer several questions for each topic, you should not find it difficult to pass the exam.

Remember, the primary objective is not to pass the exam—it is to understand the material. After you understand the material, passing the exam should be simple. Knowledge is a pyramid; to build upward, you need a solid foundation. This book and the CompTIA A+ certification program are designed to ensure that you have that solid foundation.

Exam-Taking Advice— Although this book is designed to prepare you to take and pass the Core Hardware Service Technician and Operating System Technologies exams, there are no guarantees. Read this book, work through the questions and exercises, and when you feel confident, take the practice exam and additional exams using the PrepLogic test engine. This should tell you whether you are ready for the real thing.

When taking the actual certification exam, make sure that you answer all the questions before your time limit expires. Do not spend too much time on any one question. If you are unsure, answer it as best as you can; then mark it for review after you have finished the rest of the questions.

Good luck!