Table Of ContentCompTIA® A+ 220-902 Exam
Objectives Chapters
Domain 1.0 Windows Operating Systems
1.1 Compare and contrast various features and requirements of Microsoft Operating Systems (Windows Vista, Windows 7, Windows 8, Windows 8.1). 1, 2, 3, 4, 10
1.2 Given a scenario, install Windows PC operating systems using appropriate methods. 1, 2, 3, 6, 9, 11
1.3 Given a scenario, apply appropriate Microsoft command line tools. 3, 5, 6, 9
1.4 Given a scenario, use appropriate Microsoft operating system features and tools. 1, 2, 3, 4, 5, 9, 10
1.5 Given a scenario, use Windows Control Panel utilities. 1, 2, 3, 4, 9, 10
1.6 Given a scenario, install and conigure Windows networking on a client/desktop. 1, 7, 9, 10
1.7 Perform common preventive maintenance procedures using the appropriate Windows OS tools. 3, 6
Domain 2.0 Other Operating Systems and Technologies
2.1 Identify common features and functionality of the Mac OS and Linux operating systems. 11
2.2 Given a scenario, setup and use client-side virtualization. 11
2.3 Identify basic cloud concepts. 9
2.4 Summarize the properties and purpose of services provided by networked hosts. 9, 10
2.5 Identify basic features of mobile operating systems. 8
2.6 Install and conigure basic mobile device network connectivity and email. 8
2.7 Summarize methods and data related to mobile device synchronization. 8, 10
Domain 3.0 Security
3.1 Identify common security threats and vulnerabilities. 10
3.2 Compare and contrast common prevention methods. 7, 9, 10
3.3 Compare and contrast differences of basic Windows OS security settings. 1, 3, 9, 10
3.4 Given a scenario, deploy and enforce security best practices to secure a workstation. 3, 9, 10
3.5 Compare and contrast various methods for securing mobile devices. 10
3.6 Given a scenario, use appropriate data destruction and disposal methods. 10
3.7 Given a scenario, secure SOHO wireless and wired networks. 7
Domain 4.0 Software Troubleshooting
4.1 Given a scenario, troubleshoot PC operating system problems with appropriate tools. 3, 4, 5, 6, 11
4.2 Given a scenario, troubleshoot common PC security issues with appropriate tools and best practices. 6, 10, 11
4.3 Given a scenario, troubleshoot common mobile OS and application issues with appropriate tools. 8, 10
4.4 Given a scenario, troubleshoot common mobile OS and application security issues with appropriate tools. 8, 10
Domain 5.0 Operational Procedures
5.1 Given a scenario, use appropriate safety procedures. Appendix A
5.2 Given a scenario with potential environmental impacts, apply the appropriate controls. Appendix A
5.3 Summarize the process of addressing prohibited content/activity, and explain privacy, licensing, and policy concepts. 10
5.4 Demonstrate proper communication techniques and professionalism. 5
5.5 Given a scenario, explain the troubleshooting theory. 5
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CompTIA A+ Guide
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Troubleshooting
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Jean Andrews, Joy Dark, Jill West
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Table of Contents
CompTIA A+ 220-902 Exam Mapped to Installing Windows 8.1 and Windows 7........ 66
Chapters . . . . . . . . . . . . . . . . . . . . . .vii Steps to Perform a Windows 8.1 In-Place
Upgrade .......................... 66
Windows 8.1 Upgrade from Microsoft
Website .......................... 71
Chapter 1
Windows 7 In-Place Upgrade ............. 72
Steps to Perform a Windows 8.1
Survey of Windows Features and Support
Clean Install ....................... 74
Tools . . . . . . . . . . . . . . . . . . . . . . . . . .1
Steps to Perform a Windows 7 Clean Install... 76
Windows Interfaces ......................2 Steps to Set Up a Windows Multiboot....... 78
Windows 8 Modern Interface ..............3 Using an Upgrade Product Key on a New
Windows 8 Desktop.....................7 Hard Drive ........................ 80
Windows Tools for Users and Technicians ...... 11 What to Do After a Windows Installation ...... 84
Windows 8 File Explorer and Windows 7 Verify You Have Network Access........... 85
Windows Explorer ................... 11 Activate Windows..................... 86
Control Panel........................ 18 Install Windows Updates and Service Packs . . . 86
Folder Options ....................... 20 Install Hardware...................... 88
Power Options ....................... 21 Install Applications ................... 95
System Window ...................... 23 Set Up User Accounts and Transfer User
System Information Window ............. 25 Data............................. 95
Action Center........................ 26 Turn Windows Features On or Off.......... 96
Windows Network Connections.............. 28 Special Concerns When Working in a Large
Windows Workgroup and Homegroup ....... 28 Enterprise .......................... 96
Windows Domain ..................... 29 Deployment Strategies for Windows ........ 97
Public and Private Networks ............. 30 Using the USMT Software................ 99
Make a Windows 8 Network Connection...... 31
Domain Setup ....................... 34
Windows User Accounts .................. 35 Chapter 3
Using a Microsoft Account with Windows 8 ... 38
Maintaining Windows. . . . . . . . . . . . .107
User Account Control Dialog Box .......... 41
Schedule Preventive Maintenance........... 108
Verify Critical Windows Settings.......... 108
Chapter 2
Update Drivers and Firmware............ 108
Patch Management ................... 109
Installing Windows. . . . . . . . . . . . . . . .49
Clean Up the Hard Drive ............... 110
How to Plan a Windows Installation.......... 50 Backup Procedures..................... 117
Choose the Edition, License, and Version Planning for Disaster Recovery........... 118
of Windows........................ 50 Back Up User Data with Windows 8 File
Verify Your System Qualiies for History.......................... 119
Windows.......................... 51 Back Up Windows System Files........... 124
Installations with Special Considerations..... 57 Windows 8 Custom Refresh Image......... 126
Choose the Type of Installation: In-Place Managing Files, Folders, and Storage Devices... 129
Upgrade, Clean Install, or Dual Boot ...... 62 How Partitions and File Systems Work...... 129
Understand the Choices You’ll Make during Commands to Manage Files and Folders..... 133
the Installation..................... 63 Use Disk Management to Manage
Final Checklist before Beginning the Hard Drives....................... 144
Installation........................ 64 Windows Storage Spaces ............... 151
iv table of Contents
Chapter 4 Step 3: Test Your Theory............... 231
Step 4: Plan Your Solution and Then Fix the
Optimizing Windows . . . . . . . . . . . . .159 Problem ......................... 232
Step 5: Verify the Fix and Take
Windows Utilities and Tools to Support
Preventive Action .................. 233
the OS............................ 160
Step 6: Document What Happened........ 233
What are the Shell and the Kernel? ....... 160
Troubleshooting Applications ............. 235
How Windows Manages Applications....... 161
General Steps for Solving Application Errors.. 235
Task Manager....................... 162
Memory Diagnostics .................. 238
Administrative Tools.................. 169
System File Checker .................. 240
System Coniguration ................. 170
Responding to Speciic Error Messages ..... 241
Services Console..................... 174
Computer Management ................ 175
Microsoft Management Console (MMC)...... 175
Chapter 6
Event Viewer ....................... 177
Print Management ................... 181 Troubleshooting Windows Startup. . . .251
Task Scheduler...................... 182
Understanding the Boot Process............ 252
Performance Monitor.................. 184
Different Ways to Boot ................ 252
Registry Editor...................... 186
Startup UEFI/BIOS Controls the Beginning
Display Settings and Graphics Software..... 191
of the Boot....................... 253
Improving Windows Performance ........... 193
Steps to Boot the Computer and Start
Step 1: Perform Routine Maintenance...... 194
Windows......................... 254
Step 2: Clean Windows Startup........... 194
Tools for Troubleshooting Windows Startup
Step 3: Check If the Hardware Can
Problems .......................... 261
Support the OS .................... 196
What to Do before a Problem Occurs....... 262
Step 4: Check for a History of Problems .... 197
Tools for Least Invasive Solutions......... 266
Step 5: Consider Using ReadyBoost........ 197
Tools That Can Affect Windows System Files
Manually Removing Software.............. 199
and Settings . . . . . . . . . . . . . . . . . . . . . . 276
Step 1: First Try the Uninstall Routine ..... 200
Tools for Reinstalling Windows........... 280
Step 2: Delete Program Files ............ 200
Troubleshooting Windows Startup .......... 286
Step 3: Delete Registry Entries........... 201
Important Data on the Hard Drive ........ 286
Step 4: Remove Program Shortcuts........ 202
Error Messages and Problems ............ 287
Step 5: Remove Startup Processes......... 203
Chapter 7
Chapter 5
Connecting To and Setting Up a
Supporting Customers and
Network . . . . . . . . . . . . . . . . . . . . .297
Troubleshooting Windows . . . . . . . .209
Understanding TCP/IP and Windows
What Customers Want: Beyond Technical
Networking......................... 298
Know-How ......................... 210
Layers of Network Communication ........ 298
Becoming a Competent and Helpful Support
How IP Addresses Get Assigned .......... 302
Technician ....................... 210
How IPv4 Addresses are Used............ 302
Planning for Good Service.............. 214
How IPv6 Addresses are Used............ 306
Strategies to Troubleshoot Any Computer
View IP Address Settings............... 309
Problem........................... 225
Character-Based Names Identify Computers
Step 1: Interview the User and Back
and Networks ..................... 310
Up Data ......................... 227
TCP/IP Protocol Layers ................ 312
Step 2: Examine the System and Make
Connecting a Computer to a Network........ 317
Your Best Guess.................... 229
table of Contents v
Connect to an Ethernet Wired or Wireless Update and Restore Windows Phone from
Wi-Fi Local Network................. 317 Backup.......................... 410
Connect to a Wireless WAN (Cellular) Troubleshoot Windows Mobile Devices...... 410
Network ......................... 320
Create a Dial-Up Connection ............ 323
Chapter 9
Create a VPN Connection............... 325
Dynamic and Static IP Conigurations...... 328
Windows Resources on a Network. . . .417
Alternate IP Address Coniguration........ 329
Manage Network Adapters.............. 330
Supporting Client/Server Applications ....... 418
Setting Up a Multifunction Router for a SOHO
Network Servers..................... 418
Network........................... 334
Internet Explorer .................... 419
Functions of a SOHO Router............. 334
Remote Desktop Connection (RDC)........ 427
Install and Conigure a Router on the Local
Remote Assistance ................... 432
Network ......................... 336
Use Group Policy to Improve QoS for
Limit Internet Trafic on Your Network..... 342
Applications ...................... 434
Set Up a Wireless Network.............. 347
ODBC Data Sources ................... 435
Controlling Access to Folders and Files....... 437
Classify User Accounts and User Groups .... 437
Chapter 8
Methods to Assign Permissions to Folders
and Files......................... 440
Supporting Mobile Operating
How to Share Folders and Files........... 442
Systems. . . . . . . . . . . . . . . . . . . . . .359
How to Map a Network Drive or Network
Operating Systems Used on Mobile Devices .... 360 Printer.......................... 454
Android by the Open Handset Alliance Hidden Network Resources and
and Google . . . . . . . . . . . . . . . . . . . . . . . 360 Administrative Shares ............... 456
iOS by Apple ....................... 363 Cloud Computing ...................... 458
Windows Phone by Microsoft ............ 367 Cloud Computing Categories............. 459
Comparing Open Source and Closed Source Deployment Models for Cloud Computing.... 461
Operating Systems.................. 371
Conigure, Sync, and Troubleshoot
Chapter 10
iOS Devices......................... 371
Conigure iOS Network Connections ....... 372
Security Strategies. . . . . . . . . . . . . . .467
Conigure iOS Email .................. 375
Sync, Back Up, and Restore from Backup
Securing a Windows Personal Computer ...... 468
in iOS........................... 380
Use Windows to Authenticate Users ....... 468
Troubleshoot iOS Devices............... 388
File and Folder Encryption.............. 473
Conigure, Sync, and Troubleshoot
Windows Firewall Settings.............. 474
Android Devices ..................... 393
Local Security Policies Using Group Policy... 477
Conigure Android Network Connections .... 393
Use BitLocker Encryption .............. 481
Conigure Android Email ............... 398
Use UEFI/BIOS Features to Protect the System 482
Sync, Update, Back Up, and Restore from
Securing a Mobile Device................. 483
Backup with Android................ 399
Device Access Controls ................ 483
Troubleshoot Android Devices ........... 402
Software Security.................... 486
Conigure, Sync, and Troubleshoot Windows
Mobile Security in Corporate Environments .. 488
Mobile Devices ...................... 406
Additional Methods to Protect Resources ..... 489
Conigure Windows Phone Network
Authenticate Users for Large Networks ..... 489
Connections ...................... 407
Physical Security Methods and Devices ..... 492
Conigure Windows Phone Email, Sync,
Digital Security Methods and Resources .... 493
and Backup....................... 407
Uniied Threat Management (UTM) Appliance 493
vi table of Contents
Data Destruction and Disposal ........... 494 Assigning Permissions to Files
Educate Users....................... 495 or Directories ..................... 542
Dealing with Malicious Software on Personal Dual-Boot Systems and a Live CD......... 544
Computers ......................... 497 Backups and Updates ................. 546
What are We Up Against? .............. 497 Mac OS X Operating System............... 548
Step-by-Step Attack Plan .............. 499 Use the Mac........................ 548
Dealing with Malicious Software on Mobile Maintain and Support a Mac ............ 561
Devices ........................... 510 Troubleshoot OS X Startup.............. 570
Common Mobile Device Malware Symptoms .. 510 Boot Camp......................... 572
Mobile Device Tools and Malware Removal... 512
Software Licensing and Prohibited Content
or Activity ......................... 515 appendix a
Software Licensing ................... 515
Safety Procedures and Environmental
Corporate Policies for Dealing with Prohibited
Concerns . . . . . . . . . . . . . . . . . . . . . .579
Content or Activity ................. 516
Chapter 11 appendix B
Virtualization, Linux, and Mac OS X. .523 Entry Points for Startup Processes . . .595
Virtualization Basics.................... 524
Server-Side Virtualization .............. 524
Client-Side Virtualization .............. 525 appendix C
Virtual Machines and Hypervisors......... 525
CompTIA A+ Acronyms . . . . . . . . . . . .599
Linux Operating System ................. 530
Directory and File Layout .............. 533
Root Account and User Accounts ......... 535
Glossary. . . . . . . . . . . . . . . . . . . . . . .607
Linux Commands .................... 536
The Vi Editor ....................... 539
Index. . . . . . . . . . . . . . . . . . . . . . . . .637
