A+ Study Guide

Six Step Troubleshooting Process:1. Identify the problem.2. Establish a theory of probably cause (Question the obvious.)3. Test the theory to determine cause.4. Establish a plan of action to resolve the problem and implement the solution.5. Verify full system functionality and if applicable implement preventative measures.6. Document findings, actions, and outcomes.

Perform backups before making changes! Check the connections first! They are a common culprit outside and inside the computer. If a problem is electrical, contact your building supervisor or manager so that they can contact

a licensed electrician to fix the problem. Know the basic set of PC tools and their purpose!

To prevent ESD use an antistatic wrist strap. Identify motherboard components for the exam.

Go to the manufacturer’s website for technical documentation. Know the concept of the Northbridge and Southbridge for the exam!

1. Northbridge: In charge of the connection to high data transfer devices such as PCI Express video cards and the RAM.

2. Southbridge: In charge of the connection to all the secondary controllers: USB, SATA, Firewire, and so on.

Identify the PCI, AGP, and especially PCIe expansion buses for the exam.

Identify back panel connectors (I/O ports) for the exam.

Know the voltages supplied to an ATX motherboard by a power supply: +3.3 V, +5 V, +12 V, –12 V outputs, and +5 V standby output.

Know the basics of ATX, microATX, ITX, and BTX for the exam.

If you boot a PC and see a black screen with a white blinking underscore on the top left, the issue could be the boot order.

Know how to flash the BIOS for the exam!1. Identify what BIOS you are running2. Download the BIOS from the web3. Select what method of BIOS updating

Express BIOS update: .EXE file within Windows Flash Update from bootable USB device or floppy disk

4. Flash the BIOS For today’s CPUs, two of the most commonly used terms are bus speed, the base clock of the

motherboard; and clock speed, the frequency of the CPU. They might not be completely accurate technically, but you will see and hear them often and could see them on the exam as well.

Know the sockets used with common Intel and AMD CPUs.

Know the difference between L1, L2, and L3 cache for the exam.1. Level 1: L1 cache is built in to the CPU and gives fast access to the most frequently used

data. This level cache is the first one accessed by the CPU and is usually found in small amounts. However, it is the fastest cache to be found, offering the lowest latency of any of the types of cache.

2. Level 2: L2 cache can be built on to the CPU or placed on a separate chip on the motherboard. L2 cache is accessed after L1 cache, and it serves the CPU with less frequently used data in comparison to L1 but still more frequently used than DRAM data.

3. Level 3: L3 cache comes in the largest capacities of the three types of cache and has the most latency; therefore, it is the slowest. If the CPU can't find what it needs in L1, it moves to L2 and finally to L3. Or you could think of it this way: L3 cache feeds L2 cache, which feeds L1 cache, which in turn feeds the CPU with data. If the CPU can't find the data it is seeking, it moves on to the DRAM sticks.

Know the differences between Hyper-Threading and multicore technologies for the exam. Hyper-Threading enables a single core CPU to calculate two instruction sets simultaneously, whereas multicore CPUs calculate two or more instruction sets simultaneously, one instruction set per core.

Reapply thermal compound whenever removing and re-installing a heat sink. Of all PC cooling methods, liquid cooling systems dissipate heat the most efficiently. When troubleshooting the CPU, be sure to first check all connections, and then make sure the

fan, heat sink, and CPU are secure and installed properly Remember that the CPU is part of the big four including the video card, RAM, and

motherboard. Know the differences between SRAM and DRAM for the exam

1. Static random-access memory (SRAM) is RAM that does not need to be periodically refreshed.

2. Dynamic random-access memory (DRAM) is RAM that does need to be periodically refreshed.

Know how to calculate the data transfer rate of DDR RAM for the exam.

Know the DDR2 standards for the exam. Know the amount of pins in the various DDR memory modules.

1. DDR SDRAM DIMM: 184 pins2. DDR2 SDRAM DIMM: 240 pins3. DDR3 SDRAM DIMM: 240 pins4. DDR SDRAM SODIMM: 200 pins5. DDR2 SDRAM SODIMM: 144 or 200 pins6. DDR3 SDRAM SODIMM: 204 pins

Know the various DDR3 standards for the exam.

Know the difference between single, dual, and triple channel for the exam.1. Single channel is the original RAM architecture.2. Dual channel is a common technology that essentially doubles the data throughput.3. Triple-channel architecture accesses three memory modules at the same time, in effect

a 192-bit bus. Know how to select, install, and verify RAM for the exam. Verify compatibility of RAM when troubleshooting! In AC, electron flow alternates. In DC, electrons flow one way. If you find an AC outlet is improperly wired, contact your supervisor and/or building

management to resolve the problem. To keep an AC outlet’s voltage steady, use a UPS or line conditioner To protect against surges and spikes, use a surge protector! Use a UPS to protect your computer from power outages! Do not connect laser printers to UPS devices. Original ATX power supplies connect to the motherboard with a 20-pin connector. Newer ATX

12V 2.x power supplies connect with a 24-pin connector.

Do not open a power supply! If it has failed, replace it with a working unit.

Know the maximum data transfer rates for SATA Revisions 1, 2, and 3. Remember that older SATA drives installed to newer SATA controllers can run only at the

speed of the drive. Understand a hard drive’s specifications including capacity, data transfer rate, rotational

speed, cache, and latency.

For the exam, know that the SCSI controller normally uses ID 7, and memorize the data transfer rates for the various SCSI Ultra versions.

Know the tools available to defragment a hard drive. You’ve probably noticed by now that most magnetic media is known as “disk” and optical

media is known as “disc.” Keep this in mind for the exam. Know the difference between CD-ROM, CD-R, and CD-RW

The paper clip should be added to your toolkit; it dislodges jammed CD trays.

Know the capacity of DVD-5 and DVD-18 for the exam.

Remember to safely remove USB flash drives in the operating system before physically disconnecting them.

Be able to identify the main components and ports of a laptop for the exam.

Press the Num Lk key to enable/disable the numeric keypad on a laptop.

Understand the steps involved when replacing keyboards for the exam.

Warning! The inverter should not be handled if the laptop is on! Be sure to turn off and unplug the laptop and remove the battery before removing an inverter.

If the fan makes a high-pitched noise, try blowing compressed air through the fan slots and out of the laptop.

Know where to modify battery alarms in Windows 7, Vista, and XP.

Memorize the differences between the PC Card, CardBus, and ExpressCard /34 and /54 expansion buses for the exam.

If the laptop can’t connect to the wireless network, try pressing the WLAN button near the power button.

Know the various ways that a laptop could communicate with other computers for the exam including wired and wireless Ethernet, Bluetooth, IrDA, Cellular WAN, and dial-up modems.

Memorize the types of SODIMMs, and understand the pin format differences between them and DIMMs.

Know the differences between the various versions of Windows 7.

Memorize the minimum requirements for Windows 7. An important consideration is the CPU.

Not only must it be fast enough, but it must also be the right type: 32-bit or 64-bit. Know the difference between a local, network, disk image, and recovery disc installation. Understand that multiboots allow two or more operating systems to inhabit one hard drive. Remember that the Upgrade Advisor and Compatibility Center can be used to check if a

system meets Windows 7 requirements.

Know the difference between setuperr.log and setupact.log for the exam. Know your Windows 7 installation troubleshooting methodology for the exam.

Know the main differences between the Vista editions Home Premium, Business, and Ultimate for the exam.

Memorize the minimum requirements for Windows Vista.

Windows Vista Installation Log Files

Know the differences between the Windows XP Home, Professional, and Media Center.

Windows XP Installation Log Files

Know the differences between setuperr.log, setuplog.txt, and setupact.log for the exam.

Be able to identify the various Windows components by name.

Know how to switch to the Classic Start menu for the exam. Know how to modify notification icons for the exam. The CompTIA A+ exams expect you to know the individual icons in the Control Panel. In

Windows this is also referred to as All Control Panel Items. Study them! Know how to open programs from the Start menu and from the Run prompt. Know how to add snap-ins to an MMC.

Know how to access the properties of a device, install drivers, and enable/disable devices in the Device Manager.

Understand how to open the Task Manager, how to read its Performance tab, and how to end processes and applications.

If you need to disable programs from starting at bootup, use Msconfig. Know where to configure virtual memory, and know the location of pagefile.sys. Know how to start and stop services within the Services console and in the Command Prompt.

1. Start and stop services in the Command Prompt: In Windows 7/Vista you need to run these commands as an administrator; now review the two ways to do this.

Click Start > All Programs > Accessories; then right-click Command Prompt and select Run as Administrator.

Click Start and type cmd in the search field, and instead of pressing Enter, press Ctrl+Shift+Enter.

2. Windows XP does not require opening the Command Prompt as an administrator. When the Command Prompt is open, you can start a service by typing net start [service]; for example, net start spooler starts the Print Spooler service. net stop spooler stops the service.

Know the differences between Standby, Sleep, and Hibernate for the exam. Understand the various tools that can be used to migrate user data. Know how to open the Registry Editor, modify entries, export the registry, and connect to

remote registries for the exam.

Be able to explain the difference between Remote Assistance and Remote Desktop for the exam.

Know how to use the Compatibility Wizard and the Compatibility tab in a program’s Properties window.

Understand what XP Mode does for the exam.1. Windows 7 can emulate the entire Windows XP OS if you so desire. This is done to help

with program compatibility—meaning older programs that run or perform better with Windows XP, or perhaps will only run with Windows XP.

Directory Structure in Windows 7/Vista

Memorize the required Windows 7/Vista and XP boot files and their function.1. Windows 7/Vista

Bootmgr (Windows Boot Manager) BCD (Boot Configuration Data) Winload.exe

2. XP NTLDR Boot.ini Ntdetect.com

It is common for multimedia applications to attempt to become the default program of audio and video file formats. Be prepared to add or remove file associations for these types of applications.

Know the difference between CD, MD, and RD for the exam. Understand how to use DIR, TREE, COPY, and DEL for the exam. Understand the differences between primary partitions, extended partitions, logical drives,

and volumes. Know the differences between NTFS, FAT, FAT32, and CDFS for the exam. Know where to check the SP level of Windows. Know how to install Windows updates and how to modify how they are downloaded and

installed. Be able to remove temporary files from the OS and from IE for the exam. Know how to access the disk defragmenter in Windows 7, Vista, and XP, and the defrag

command in the Command Prompt.

Be able to demonstrate how to back up data in 7, Vista, and XP. Understand how to enable and disable System Restore, and how to create restore points. Know what Shadow Copy is and where to find Shadow Copies of files. Know the Advanced Boot Options for the exam. Memorize the different WinRE options in 7/Vista, and know how to use the Recovery Console

in XP. Know how to recover from Windows 7, Vista, and XP boot errors. Know what the exclamation point, down arrow, and red X indicate in the Device Manager. Be able to describe the System, Application, and Security log files, and the information,

warning, error, and audit success events for the exam. Know the reasons to use Msconfig for the exam. Know how Stop errors occur and how memory dumps function. Memorize as many of the commands such as Xcopy, Tasklist, etc. as possible The edit, copy, and expand commands can also be used within Windows in the Command

Prompt. Know the differences between PCI, AGP, and PCIe for the exam. But know that the majority of

questions will be about PCI Express.

Be able to identify DVI, VGA, HDMI, S-Video, component video, and DisplayPort ports for the exam.

Know how to install and test a video card for the exam. Memorize the basic differences between XGA, WXGA, SXGA+, UXGA, WSXGA+, and WUXGA

for the exam. Know the PC 99 audio port color codes for the exam.

Know how to install sound cards, connect speakers, and connect other internal audio connections for the exam.

Know the basic differences between Audio CDs, DVD-Audio, and compressed music files for the exam.

Memorize the specifications for USB versions 1.1, 2.0, and 3.0 for the exam. Memorize the specifications for IEEE 1394a and b, and FireWire 400 and 800 for the exam.

Bluetooth Classes

Remember that audio/video workstations need specialized A/V cards, fast hard drives, and multiple monitors.

Don’t forget, CAD/CAM computers need powerful CPUs and video cards, and as much RAM as possible.

Remember that virtualization systems depend on the CPU and RAM heavily. Viruses have a hard time sticking around a thin client because the RAM is completely cleared

every time it is turned off. Remember that a home server PC should have a fast network adapter and a RAID array, and

needs to be part of a network such as a HomeGroup.

Know that an HTPC needs a small form factor, quiet equipment, surround sound, HDMI output, and possibly a TV tuner.

Know the laser printing process (also known as the electrophotographic printing process) for the exam.

1. Cleaning: A rubber blade removes excess toner from the drum as it spins. An erasing lamp removes any leftover charge on the drum bringing it to zero volts.

2. Conditioning: Also known as charging. A negative charge is applied to the drum by the primary corona wire, which is powered by a high-voltage power supply within the printer.

3. Writing: Also known as exposing. The laser is activated and “writes” to the drum as it spins. Where the laser hits the drum, it dissipates the negative charge toward the center of the drum that is grounded. The “written” areas of the drum now have a lesser negative charge. (The drum is also known as an imaging drum.)

4. Developing: The surface of the drum that was previously exposed to the laser is now applied with negatively charged toner. This toner has a higher charge than the areas of the drum that were written to.

5. Transferring: The toner, and therefore the text or image, is transferred to paper as the drum rolls over it. The movement of the paper is assisted by transfer rollers. On many laser printers, the paper slides between the drum and a positively charged corona wire (known as the transfer corona wire). The transfer corona wire applies the positive charge to the paper. Because the paper now has a positive charge, and the toner particles on the drum have a negative charge, the toner is attracted to the paper. (For voltages, opposites attract.) In many printers the paper passes by a static elimination device (often a strip), which removes excess charge from the paper. Some color laser printers use a transfer belt to apply the various layers of colors to the paper.

6. Fusing: The toner is fused to the paper. The paper passes through the fusing assembly that includes pressurized rollers and a heating element that can reach approximately 400 degrees F (or about 200 degrees C).

Of all printer types, the laser printer is considered to have the lowest cost per page. Know how to configure spooling and how to start and stop the Print Spooler service within

Computer Management and in the Command Prompt. Printer Problems and Solutions

Be able to define LAN, WAN, MAN, and PAN for the exam.

Be able to describe network device functions for the exam.

Know the 5 network topology types: star, bus, ring, mesh, and hybrid. Know what network speeds Cat 3, 5, 5e, and 6 are rated for.

If a computer cannot connect to the network, check the network cable first. Make sure the RJ45 plug has a solid connection.

To meet fire code, use plenum-rated cable above drop ceilings and anywhere else necessary. STP cable is resistant to EMI. Know the differences between multimode and single-mode for the exam.

1. Multimode cables have a larger core diameter than single-mode cables, either 50 or 62.5 microns (millionths of a meter).

Know the difference between static and dynamic IP addresses. To use the gateway, computers must be on the same network number as the gateway device. IP Classifications

IP Class Ranges and Their Equivalent Binary Values and Subnet Masks

Memorize the IP ranges for Class A, B and C. Memorize the default subnet masks for Class A, B and C. Memorize the private IP ranges for Class A, B, and C. Private IP Ranges (As Assigned by the IANA)

Memorize the private IP ranges for Class A, B, and C. Know the loopback addresses for IPv6 and IPv4.

1. IPv6 ::12. IPv4 127.0.0.1

Understand how IPv6 addresses can be truncated.

Memorize the protocol port numbers

Know what POTS and PSTN are for the exam. Understand how cable Internet connections are made. Cable Internet and fiber optic Internet services are common in the United States and in many

other countries. Know the data rates, frequencies used, and ranges for each of the 802.11 versions!

Know the difference between half-duplex and full-duplex. Be able to define the differences between a HomeGroup, workgroup, and domain. Know how to map network drives in the GUI and in the Command Prompt. Know where to go to configure a proxy server connection in IE. To view additional IP configuration information such as DNS servers and MAC addresses, use

the ipconfig/all command. Know how to ping the local loopback IPv4 and IPv6 addresses. Know how to use the –t, -n, and –l switches with ping.

Know what to do first when troubleshooting a virus. Know the differences between clearing, purging, and destruction. Understand what is required for a complex password. Know how to enable/disable accounts, reset passwords, and modify password policy for the

exam! Be sure to know how to turn UAC on and off for the exam! To view files such as bootmgr, pagefile.sys, and hiberfil.sys, deselect the Hide Protected

Operating System Files check box. NTFS permissions are modified in the Security tab of the folder’s Properties window.

Know the components necessary for BitLocker. Remember to change the admin password first before anything else! Know the various ways to secure a SOHO router. Mobile devices