CompTIA A+ Test 902

what is an alternative IP address?

A PC normally acquires all the configuration for the network interface card by the DHCP server. There is also an optional alternate configuration available that allows you to configure a second IP address, subnet mask, default gateway, and DNS. This would become available if the DHCP server failed. Care must be taken to ensure the assigned address used is on the correct network and would not conflict with another PC on the same network.

what is brute forcing?

A brute force attack is a method used to acquire user information such as passwords by unrelenting automated attempts to log in to a system.

describe domain setup

A domain setup is typically done in large corporations because it allows for centralized control of the entire network from one or more domain controllers. This has the advantage of better security and simplified management.

what is tailgating?

Following an authorized user through a secure entrance is an example of tailgating.

what is the HomeGroup

HomeGroup (not available on Windows Vista) allows users of Windows 7, 8, and 8.1 on a home network to share pictures, movies, music, documents, and printers on the network. This feature is not available on a public or work network.

what is a Zero-Day Attack?

If a hacker learns of a software vulnerability and is able to exploit it before the vendor becomes aware, this is one example of a zero-day attack. Another method is to acquire recent security patches released by the vendor and use that information to create software to exploit systems, knowing that many people fail to update patches regularly. This is one reason that the timely maintaining of patches is so important.

compare and contrast Printer sharing vs mapping

Printer sharing is intended for small workgroups. The printer is available only when the PC sharing the device is available. On larger networks, printers can be mapped so as to be available when needed.

what is important to know about firmware?

Routers, switches, access points, and other network-related hardware should be checked to see that the latest firmware has been applied to the device to maintain reliability and security. These devices need to be updated periodically to ensure you have the latest version.

what is client-side virtualization?

Virtualization allows you to run multiple operating systems simultaneously from a single computer.

why are listening skills important?

When discussing issues with a customer, actively listen and take notes, when appropriate. Customers should never have to repeat themselves because you did not write down key details. Additionally, never interrupt customers while they are giving you information. Let them tell you their story in full and then you can respond with follow-up questions, if needed.

what is important to keep in mind when handling confidential materials?

When working on a customer's issue, use best practices in handling their data. This is the customer's private information and directly accessing this data is usually not required to complete a repair. It is your duty to keep that information safe and secure for as long as it's in your possession.

compare and contrast users and groups

When you log in to Windows, you are logging in to your user account that is defined by the operating system. Groups can be set up that apply rights and privileges to members assigned to the group. As an example, the payroll department may have access to payroll records that are made available exclusively to members of that group.

why is it important to avoid distractions while working?

While working with clients, be sure to avoid all types of distraction. This includes a text message, phone call, or simply having conversations with other colleagues. You never want to give the impression that the end user does not have 100% of your attention. Their technical problem must appear to be the number 1 priority when you are in their presence, even though that may not be the case.

why is language and word choice important when talking to customers/clients?

You should always use proper language when speaking with a customer or client. The majority of end users are not very technology-oriented, so you should avoid tech slang and acronyms, breaking down the meaning of all terms used in a constructive manner.

true or false:

You will need to have an understanding of the various techniques Windows uses to secure the operating system. Be able to compare and contrast the various tools available to administer Windows based systems.

describe compatibility error

compatibility error: Applications are written for the current release of Windows. There are many older applications that will not run on the latest version of Windows. Built into the compatibility tab of an executable program, there is an option that allows the program to run in an earlier version of Windows. This is often used to run older games and applications on newer platforms.

what are two methods for cleaning dust and debris in a computing environment?

compressed air: Compressed air can be used to clean out the inside of computer equipment, as well as printers or other devices. It is better to use natural compressed air versus any chemical-based compressed material. vacuums: Only specialized anti-static vacuums should be used in electronic environments. These vacuums can help reduce the risk of a static discharge or damage to the component.

why is it important to properly document progress while on the job?

documentation: Keep up-to-date documentation and provide this to the customer when the service is complete. Customers will feel more at home if they can review what work was performed on their PC, as they will know exactly how their money was spent on the repair.

name two methods to counter airborne particles (either for yourself or for your machine, or both)?

enclosures: Your computer can be placed inside a special enclosure if it is at a location where there are a lot of particles in the air, such as smoke or dust. These are typically found in factory or plant locations. air filters/masks: To protect yourself from an environment where dust, smoke, or other air particles exist in the surrounding atmosphere, you should wear a special mask used to filter out these items.

true or false: You will be expected to understand best practices relating to workstation security. Some of the questions will be presented in a user scenario format.

true

true or false: You will need to know how to set up a workgroup and set up a system as part of a domain. A workgroup could be a small department in a larger organization, or more likely a home user. Setting up a home workgroup is an easy way to allow printer sharing and file sharing with family. Businesses would more than likely use a Domain Controller that would provide secure, centralized logins to a very large group. This centralized facility simplifies managing a large network.

true

true or false: You will need to know the various display settings for a monitor such as resolution, color depth, refresh rate, as well as how to configure a system with dual monitors.

true

true or false: you will need to be prepared to compare and contrast various methods used to secure data using the various methods listed below.

true

true or false: • Requiring passwords: All systems must be configured with strong passwords that are set to expire in a predetermined period of time. Blank passwords or automated logins should never be allowed.

true

Toner is considered toxic waste, what is proper PPE for handling and disposal?

toner: You should wear protective goggles and air filters when working with these items. This is due to the toner and dust that can be floating around from the printer.

True or false: The Material Safety Data Sheet (MSDS) outlines the procedures for disposing hazardous materials. This should be referenced if there is a question about properly disposing hazardous material. The MSDS is administered by the Occupational Safety and Health Administration (OSHA) within the United States.

true

give examples of digital security

• Antivirus/Anti-malware: One of the basic requirements of digital security is to ensure good antivirus prevention. Constant updating is required to keep up with new threats. • Firewalls: A personal firewall is host-based software that helps prevent unauthorized access to systems. Firewalls that are built into systems are referred to as stateful firewalls, in that they track conversation initiated from one system and allow a response from the other system. • User authentication: This is a digital technique that provides security by requiring the user to enter a password. When authenticated, users have access to whatever resources allowed. Users need to change passwords periodically and are required to use strong passwords that cannot be easily guessed. • Multi-factor authentication: Multi-factor authentication adds a third layer to the login/password process. This third layer might incorporate something like requesting your mother's maiden name, your first grade teacher's name, or possibly your cell phone number. In the latter case, it can send an authorization code you would be required to enter. • Directory permissions: Depending on your authorization, you may or may not have access to certain directories. Directory permissions are set up by the system administrator and can be granted to a single user or possibly a group of which you are a member. • VPN (virtual private network): A VPN allows users to establish secure connections between two devices across the Internet. VPNs can be set up using dedicated hardware or software concentrators at the main location and software that is typically included in the operating system for the client device. • DLP (data loss prevention): DLP is used when sensitive data is normally transmitted in an encrypted format to protect the data. However, if an individual, knowingly or unknowingly, attempts to send data that hasn't been encrypted, DLP will notify you of this attempt. • Disabling ports: In nearly any office building, there are unused data ports available that would allow access to the corporate network. These unused ports need to be identified and disabled by the system administrator to prevent unauthorized access. • Access control lists: Network devices can be modified with ACLs to control permissions associated with the device. An example would be an access control list applied to a router to deny access to parts of a network based on protocols, or to deny Internet traffic through a router port. • Smart card: A smart card can be configured with a digital certificate so, when inserted into the card reader of a laptop, it would grant user access to the device. • E-mail filtering: To help prevent unsolicited e-mail (spam), e-mail filtering can be applied to a network at the mail server or utilizing a cloud-based service. • Software sources: Care must be taken when selecting software to be used. Generally, a trusted source is one that you have used and with which you are familiar. Use only software acquired from a trusted vendor. Untrusted software may have come from an unknown, untried source or may have been acquired from an unknown Internet source.

where can antivirus/anti-malware updates for Mac and Linux be found?

• Antivirus/anti-malware updates: Mac - third party only; Linux - third party only

what is App Source?

• App source: Software for various devices are available from different sources such as Apple's App Store, Google Play, Microsoft's Windows Store, or third-party applications from the Amazon App Store.

describe several tools used in troubleshooting PCs

• BIOS/UEFI: Many of the newer BIOS implementations have specialized hardware testing capabilities built into them. The newer UEFI BIOS even allows connecting to the Internet to download drivers and is, in itself, a fully functional operating system. • SFC: Any of the operating system files can become corrupted for no apparent reason. This is why System File Checker (SFC) is available to run a complete scan of the operating system files. • Logs: There are a number of log files created by Windows to track system performance. Most are contained in the Event Viewer, outlining security issues and other system events. To verify the boot process and events that occur during system boot, Windows maintains the "ntbtlog.txt" file. In Linux, there are numerous log files contained in the "/var/log" directory. MAC OS X maintains logs under Utilities in "Console.app". • system recovery options: For operating system problems that cannot be addressed while the operating system is running, use the Windows 7 Command Prompt from the System Recovery Options. For Windows 8 and 8.1 choose Other Options > Troubleshooting > Advanced Options > Command Prompt. • repair disks: For additional tools necessary for startup problems, you need to create a system repair disk that provides tools and recovery options for Windows 7, 8, and 8.1. Recovery disks are created with the original distribution DVD or from Windows Backup and Restore. • pre-installation environments: When using a repair DVD, you are in a Windows pre-installation environment that provides minimal features, such as a GUI. This minimal environment bypassed many of the drivers that may have caused problems initially. • MSCONFIG: MSCONFIG provides a number of various options for booting the system, allowing you to enable/disable services and aids in configuring startup applications. • DEFRAG: Disks can become fragmented as files are created, deleted, and modified over time. Defrag realigns all the file fragments into contiguous files on the drive. This not only speeds up disk access, but also eliminates wear on the drive. Keep in mind that solid-state drives should never be defragmented. • REGSRV32: To register DLLs in Windows, use the REGSRV32 utility. The Microsoft Register Server allows you to register and unregister DLLs on the operating system. • REGEDIT: To edit the system registry, use the REGEDIT command. • Event Viewer: To see what is happening at anytime, use the Event Viewer. The Event Viewer displays information about running applications and security data. Warning messages and critical issues will be labeled there as well. • Safe Mode: There are a number of troubleshooting tools that are available, even before the operating system is loaded. Safe Mode allows the system to be booted with minimal drivers loaded, allowing you to address issues before the operating system loads. • Command Prompt: Safe Mode loads you into VGA mode and supports networking to assist in error recovery. If you're having problems loading Safe Mode, try Safe Mode with Command Prompt, which does not load the Windows Explorer GUI. • uninstall/reinstall/repair: In some extreme cases, it may be easier to simply uninstall and reload the operating system. With Windows 8 and 8.1, there is an option allowing you to refresh the operating system, which allows you to maintain your personal files.

describe BYOD vs Corporate Owned

• BYOD vs. corporate owned: Most organizations do not provide mobile phones for their employees, since nearly everyone owns one. The concept is to allow the employee to BYOD (bring your own device).

Mac and Linux both have a tool called "force quit". What is it/what does it do?

• Force Quit: The Apple menu allows you to quit a program that is not responding. Linux kill allows you to quit a process that is not responding.

define guest

• Guest: Guest user accounts can be optionally assigned to users who only need temporary access to a device.

what is a Mail Server?

• Mail Server: an application that acts as a message transfer agent (MTA) to send and receive e-mail on a network

what is the basic cloud concept Measured Service?

• Measured Service: This service has metered billing, as delivered to the customer.

what is an internet appliance?

An Internet appliance is one of many devices that facilitate Internet access, such as cell phones, tablets, gaming systems, etc.

what are authenticator applications

An authenticator application is a physical device, carried by the user, to gain access to a device. An example would be a token generator that creates a pseudo-random number that is entered into the device that must match a number generator in the device. These can be incorporated directly into mobile devices.

what is shoulder surfing?

Attempting to acquire someone's password by watching them log in to a secure system is an example of shoulder surfing.

describe the importance of disabling autorun

Autorun was a feature available with Windows Vista that would automatically load and run programs stored on a removable drive, such as a USB drive, a CD or DVD. This caused an obvious security concern and it has been eliminated on all Windows operating systems since Vista. Autorun should be disabled on Vista.

describe the importance of full device encryption

Because mobile devices are easily misplaced and lost, some manufacturers have full device encryption so that everything on the device is encrypted. Apple IOS, since version 8, and Windows phone 8 and 8.1 support full device encryption.

what is important to know about content filtering?

Content filtering allows control of what is being sent across the network, as well as inbound and outbound traffic. Filtering can be performed on content to filter sensitive data, or by limiting access to inappropriate websites. These are often used by parents to limit children's access (parental controls).

What are ESD straps and mats?

ESD straps and mats: This strap-and-mat combo is used when removing components of computer. Place the component on this anti-static mat. The mat then connects to another piece that is strapped around your wrist. This helps in maintaining the static balance between you and the components being worked on.

what are remote wipes?

In the event a user loses a mobile device, the data stores on it can be remotely erased to prevent the data from being accessed.

describe the relevance of locator applications

Mobile devices include GPS receivers to assist with navigation. This function can also be provided through a WiFi network or a wireless providers network to assist with locating a lost device.

what is biometric authentication

Mobile devices use biometrics for authentication using fingerprint scanning and facial recognition.

what is Port Forwarding/Mapping?

Port forwarding allows you to map specific TCP and UDP port numbers to a range of specific IP address inside your network to direct incoming traffic.

what are dictionary attacks?

This is an automated method used to break into password-protected devices using every word in a dictionary as a password.

what is the principle of least privilege?

The principle of least privilege focuses on creating user accounts that grant users only enough privileges to perform their jobs and no more access than that.

Batteries are considered toxic waste, what is proper PPE for handling them and their disposal?

batteries: You should wear protective goggles and air filters when working with these items. They should be taken to waste facilities for proper disposal due to chemical properties.

what is a Zombie/Botnet?

botnet is a network of privately owned infected computers that are controlled by a hacker. These individual computers are referred to as zombies and, unknown to the owners, they can be used to perform malicious attacks.

What safety info is important to keep in mind concerning cables?

cables: Cabling should be tied together when run across spaces to prevent tripping. There should never be any loose cabling to pose a hazard.

Cathode ray tubes (CRT) are considered toxic waste, what is proper PPE for handling and disposal?

cathode ray tube (CRT): You should wear protective goggles and air filters when working with these items. They should be taken to waste facilities for proper disposal due to the lead contained in the glass.

compare and contrast moving vs copying files

• Moving vs. copying files: When a user copies a file or a folder, the permissions associated with it may change if it is moved to a non-NTFS partition. When copied within the same or different partition, the copy inherits destination folder permissions. When a user moves a file or folder within the same partition, it retains its original permissions. When moved to a different partition, it inherits the destination folder's permission.

what are the network requirements for virtual machines?

• Network Requirements: Virtual machines can be set up with their own virtual network that allows communications among other systems on the network, or anywhere.

what is a Print Server?

• Print Server: a network attached device that manages print requests

What is a Proxy Server?

• Proxy Server: an intermediary device between the Internet and users; a dedicated system that locally stores often used Internet sites; improves response time and provides security

what are the resource requirements for virtual machines?

• Resource Requirements: A host computer running virtual machines must have a processor capable of supporting virtual machines and provide adequate system resources such as memory and hard drive space to each virtual system it supports.

what are the scheduled disk maintenance systems for Mac and Linux named?

• Scheduled disk maintenance: performed as needed, MAC - Disk Utility; Linux - /forcefsck

describe Screen Calibration

• Screen calibration: Earlier mobile devices incorporated resistive touchscreens that required occasional recalibration. Newer devices use capacitive touchscreens that have the advantage of accuracy and do not require recalibration.

Mac and Linux both have a tool called "shell/terminal". What is it/what does it do?

• Shell/Terminal: Mac terminal application is found in the Utilities folder. In Linux, terminal can be selected from the Main menu. Each allows access to the system shell.

What safety info is important to keep in mind when it comes to weight limits?

weight limits: Use a rolling cart or something similar for overweight items, when possible. Do not attempt to lift overweight items by yourself. Weight limits are usually posted on the outside of the boxing material.

true or false: For systems that come with a recovery partition you are expected to know how to use this to implement a system recovery. Also understand how partitions can be hidden.

true

True or False: it is important to keep safety in mind both for yourself and for the device.

True

describe firewalls in relation to mobile devices

Firewalls are generally not incorporated into mobile devices, since most data is outbound and mobile devices are generally not used in an environment where other services require access. There are some firewall applications available for Android devices.

what is the third step in trouble shooting theory?

3. Test the Theory to Confirm Cause. Once you have an idea of what is causing the problem, test what you believe to be the solution. If it works, then continue to the next component until operation is fully restored. If it did not work, look to re-establish a probable cause.

what is important to know about network user names and passwords

Access points typically come with preconfigured login and passwords. These default accounts must be modified from the defaults originally assigned.

define Encrypted File System (EFS)

An encrypted file system (EFS) allows you to selectively encrypt individual files, rather than the entire device. EFS is a feature of NTFS that uses your log name and password to encrypt and decrypt files.

define failed login attempt restrictions

As a security feature, mobile devices can be configured to: erase the phone after a predetermined number of unsuccessful login attempts (iPhone), require a user's Google password (Android), or require a factory reset (Windows Phone).

what is BitLocker

BitLocker allows users to encrypt an entire volume. If the hard drive is lost or stolen, the data cannot be retrieved without the password.

why is professional communication important?

It is very important in the IT industry to present yourself in the most professional manner possible. Often, customers will trust you with their most important asset, their data, and they will be unlikely to do so if you speak unprofessionally or seem to have a negative appearance or demeanor.

define "policies" and state why they are important.

Most of these policies, including end user policies, were created in order to best protect the network of the organization. Many items that a company may disallow or restrict can pose significant security risks to the computer infrastructure. This makes it very important that all policies are followed, and that all employees from the entry level to the CEO are educated on security best practices.

what is phishing?

Phishing is an attempt to obtain information fraudulently, either by e-mail messages that appear to be legitimate, or a phone call to obtain sensitive information such as usernames, passwords, account numbers, and credit card numbers

what is spear phishing?

Spear phishing is a scam sent as an e-mail, text message, or other electronic communication, appearing to be from a business, or known individual who seeks access to unauthorized data.

what is the Microsoft Disk Management tool?

The Microsoft Disk Management tool is part of Computer Management. This tool graphically displays the overall condition of the drive. With it, you can view the status of individual partitions that could help prevent disk failures in the future. Disk Management allows you to create, resize, and delete partitions, as well as format new partitions, assign and change drive letters, and configure disk arrays.

what are networking connections?

There are numerous ways to establish a network connection, typically done through the Control Panel. Understand the reason to use dial-up connections, wired connections, VPN, wired as well as cellular.

what is an antistatic bag?

antistatic bags: These are used to store computer components when removing them from a computer and moving them around. This will ensure minimal static buildup and prevent damage.

what safety info is important to keep in mind concerning fire safety?

fire safety: For electrical fires, use specialized dry fire prevention or extinguishing chemicals, such as carbon dioxide. Wet chemicals or water should not be used on electrical fires.

what is the order of operations when responding to any incident occuring on/during your computer work?

first response: The first step is the proper confirmation that an incident has happened, or is taking place. You should gather as much information as possible on the event, and report it through the proper authorized channels at the organization. These items will be outlined in a sound security policy. documentation: The next step is to document as much as possible. You can make use of pictures, scratch notes, or event logs to collect and assemble this information. chain of custody: Lastly, you want to make sure the information you have is preserved, especially in the event that information changes. Maintaining the integrity of the information is the most important step from this point forward. Any unaccounted changes could call into question the reliability of the information, making any work done since the first step useless.

why is it important to follow up with clients?

follow-up: When the device has been returned to the customer after service, follow up at a later time to verify satisfaction. This is one of the most important steps in having repeat customers, as they will feel like you genuinely care about the service.

what safety information is important to keep in mind when it comes to jewelry?

jewelry: All jewelry or anything dangling from your body should be removed. They can create a tangling hazard and/or a short circuit when near components.

what safety information is important to keep in mind when it comes to lifting?

lifting: Always lift heavy equipment using your legs and not your back.

why is it important to offer the client options?

offer options: If possible, always give the customer multiple options and alternatives. Even if you prefer one way, remember this is the end user's equipment and they should be given the opportunity to weigh their options.

describe "services" fails to start

• "Services" fails to start: During system boot-up, there are numerous services that are expected to start. If a service does not start correctly, check the device manager, paying particular attention to driver issues. Also, check to see if you can you start the service manually. If the service is associated with an application you installed, you may want to reinstall that application. Refer to the Windows Services utility for controlling services.

compare and contrast administrative vs local

• Administrative vs. local: Local shares are created by users that will be listed as available shares to the rest of the network. Administrative shares are created by the operating system and are designed to allow administrative access.

describe boots to Safe Mode

• boots to Safe Mode: Safe mode boots the system with only drivers absolutely necessary to boot the system. If you suspect problems with drivers, or need to modify system setting that are otherwise unavailable due to booting issues, Safe Mode can help. To enter Safe Mode, repeatedly press F8 during initial boot.

describe file fails to open

• file fails to open: File types are related to specific applications. A ".docx" file is a Microsoft Word document. If a file has had the association changed in the Default Programs, applet users may not be able to open a file.

describe kernel panic

• kernel panic: A kernel panic occurs with Linux and MAC OS, whenever there is an unrecoverable system error and all system functions halt. With a kernel panic there is often an error message that should be helpful when troubleshooting the problem. A kernel panic serves basically the same function as the blue screen of death in Windows,

list symptoms of mobile OS and App security issues

• signal drop/weak signal: Since all communications from a mobile device are done wirelessly, it is important to consider security. Avoid public WiFi networks and consider VPN for high security communications. • power drain: Portable devices have a finite amount of available power. If you find the battery is constantly running low, you may want to see what other applications are currently running and eliminate them if not vital. Also, many portable devices have batteries that are getting old and may need to be replaced. • slow data speeds: The available amount of bandwidth (speed) from a cell tower diminishes as distance increased. To verify the theoretical maximum throughput, you may want to utilize a third-party application that will verify the amount of bandwidth available. • unintended WiFi connection: If you feel there are unauthorized connections to your WiFi, you may want to investigate using a network analyzer to see how traffic is being handled. • unintended Bluetooth pairing: It is possible your Bluetooth is paired with an unintended user. Check your mobile device to see what is actually paired with you and consider disabling Bluetooth when you're not using it. • leaked personal files/data: Mobile devices are susceptible to unauthorized access through malicious software. When infected, personal files and data can be leaked to unauthorized users. Consider an anti-malware scan for mobile devices, much the same as for PCs and laptops. If applications that were not installed appear, consider a factory reset and clean installation. • data transmission overlimit: Depending on your carrier, the amount of data you use is limited by your contract. When you near the limited amount, the carrier usually notifies you. If you are unaware of this and go over your data limit, your carrier may disable data usage. • unauthorized account access: Be certain you are connecting through a trusted WiFi network so you know exactly what is being sent. • unauthorized root access: Android phones are based on Linux and a user needs root permissions to perform certain actions. Always acquire applications from a trusted source to prevent unauthorized access to the root account. • unauthorized location tracking: To prevent unauthorized GPS tracking on a mobile phone, the user needs to disable the tracking feature of the phone. • unauthorized camera/microphone activation: Cameras and microphones on mobile devices are susceptible to hacking, allowing access to these devices. To prevent this, as with most cases of mobile hacking, users need to be vigilant when it comes to acquiring applications. Only download applications from a trusted site. • high resource utilization: One cause of shortened battery life could be from having too many applications running at any one time or an excessive amount of network utilization. Higher than normal resource utilization could also be caused by malicious software running on the device.

what is the fifth step in troubleshooting theory?

5. Verify Functionality. After you have resolved the issue, be sure to verify that the solution has, indeed, worked as intended. A good thing to do, at this point, is to repeat what your customer was trying to accomplish. Additionally, attempt to put measures in place to prevent the problem from recurring.

describe shares and mapping

A share is any network object that can be used by other users with the correct credentials; a shared folder is an example. Mapping is the process of establishing a connection to a shared item on a network. As an example, if a file is shared on a network, a user with proper credentials can map the folder to a drive letter on her PC.

what is a non-compliant system?

For a system to be considered compliant, it must have all necessary updates, security patches, and antivirus definition files up to date. Any system lacking these requirements is considered a non-compliant system. A system that has been out of service for a number of months and is put into service, without the necessary security patches, is an example of a non-compliant system.

what is brownout and how can they be prevented?

Brownouts occur when the voltage on the lines drops below normal. Uninterruptible power supplies (UPS) can help counter these by providing extra battery power.

What is grounding and why is it important?

Equipment grounding is a way to transport any excess electrical discharge away from the component and into the electrical ground wiring. This is a safety mechanism that is included on all outlets, significantly reducing the risk of electrical shock, should there be a fault within the system.

describe remote backup applications

Data stored on a mobile device can be backed up to a cloud storage device that will automatically synchronize the data.

why is privacy important during difficult situations?

Privacy: Never use social media as an outlet to vent about a particular customer or experience. Things on the Internet typically stay there forever and this could expose you or your company in a bad light.

what is remote assistance?

Remote Assistance allows one-time access to a remote computer to provide assistance.

what is a power surge and how can they be prevented?

Surges occur when there is a spike in voltage or noise along the line. This can cause damage to equipment if it is reached. Surge protectors can counter this and send the excess voltage to the ground.

what is the MSCONFIG command used for

The msconfig command is used to troubleshoot problems relating to the system startup process. From the msconfig command, there are tabs: Boot, Services, Startup and Tools. Be sure you understand the function of each tab.

True or false: You should be fully aware of how to handle and store the various components that can produce electrostatic discharge (ESD).

True

describe data encryption

To protect data from theft, it should be encrypted. BitLocker allows an entire volume to be encrypted and BitLocker-to-go will encrypt data on removable devices. NTFS supports a feature called EFS (encrypting file system) that allows encryption of individual files.

what safety info is important to keep in mind concerning goggles?

goggles: Use goggles when around chemicals, batteries, or printer toner.

what safety info is important to keep in mind concerning face masks?

masks: Air filter masks help to filter out dust and toner when working within typical laser printers.

why is it important to be culturally sensitive?

You should always greet users with respect and use their proper professional titles when addressing them. If someone is a director, don't refer to them as a manager—not in person, in support documentation, or on the phone with one of your colleagues. This is an easy way to offend someone quickly.

true or false: You are expected to have a working understanding of the following network services. A server is not necessarily a stand-alone piece of hardware. A server is usually a process running in memory on a networked system that responds to requests from a remote client system.

true

define administrator

• Administrator: There are numerous user accounts each with specific privileges. The administrator account has the highest level of permissions, allowing the administrator the ability to manage the entire system.

define Screen Orientation

• Screen orientation: Built into most mobile devices is an accelerometer and gyroscope feature, working to provide location information as well as up/down orientation for the screen.

Mac and Linux both have a tool called "screen sharing". What is it/what does it do?

• Screen sharing: In Mac, under System Preference, select Sharing to open screen sharing. In Linux, numerous screen-sharing software programs are available, depending on the version.

describe what is meant by "screensaver required"

• Screensaver required: When a system is left unattended for any period of time, a screensaver with a password needs to be applied. This not only prevents unauthorized access, but hides the contents being displayed on the screen.

what is important to know about setting network encryption

• Setting encryption: Data transmitted on a small wireless network has been encrypted for safety and this should never be disabled. The best encryption scheme available on today's wireless access points is either WPA or WPA2.

true or false: On the CompTIA A+ 902 exam, you will encounter questions that do not concern Windows operating systems. These questions may be about the technologies involved in running Linux or OS X, so you need to have a working knowledge of both of these systems and the procedures involved in their operation. This list of concepts should be your guide for study as you review the material about these systems, but you'll want to consult additional sources for full details.

true

true or false: One of the best ways to prevent security issues is to have a written acceptable use policy (AUP) that outlines responsible use of systems and networks (including the Internet) and explain this to users. Teach users acceptable use policies, such as not opening suspicious e-mails and only opening files that come from a known source.

true

true or false: Operating system issues typically have a negative overall effect on the operation of the system. This section will cover some of the most common operating system problems and how to identify and troubleshoot them. In some cases, questions will contain scenarios and ask for your response.

true

True or false: It is very important for IT professionals to have a certain methodology to analyze and resolve user issues. You should be able to clearly explain this methodology or theory in the exam environment, as these questions will likely be scenario-based. Additionally, when employed, you should be aware of corporate policies, in addition to procedures and impact, prior to modifying equipment.

true

True or false: The temperature and humidity in the environment where components are stored should reflect the levels outlined in the MSDS. For an electronic environment, it is usually best to balance the humidity as efficiently as possible to avoid extreme condensation or static discharge. It is also important to keep a closed-in area well ventilated, so that the room does not become too hot when the equipment is running.

true

True or false: You should be familiar with the proper procedures for handling several items that are considered toxic waste

true

true or false: Be certain to know the system requirements for loading software on the various systems. Given a system running the Vista releases, know the upgrade paths to comparable Windows 7 releases. For example, Windows Vista Home Basic allows upgrades to Windows 7 Home Basic, Windows 7 Home Premium, and Windows 7 Home Ultimate. Remember there is no path to upgrade Windows Vista to Windows 8. Know the functionality of Windows Upgrade Advisor when attempting to upgrade a system. Given a real-world scenario, you should be able to explain the proper procedure for installing an operating system.

true

true or false: Be certain you know the upgrade paths between the various operating systems, as well as the difference between a clean install and an upgrade. When moving from Windows XP to Windows 7, you would need to migrate which requires a backup of data from XP followed by a clean install and migrating the data to the new platform since Microsoft does not support upgrading from Windows XP to Windows 7. Also, XP and Vista cannot be upgraded to Windows 8. No 32-bit operating system can be upgraded to a 64-bit operating system and vice versa.

true

true or false: Be sure you can describe any new features that have been introduced with each new operating system since Vista. Pay close attention to security features; for example, Windows Defender on Vista and the anti-malware protection provided on Windows 7. Windows Defender on Windows 8 and 8.1 provides not only anti-malware, but anti-virus as well. If users want anti-virus and anti-malware for Vista or Windows 7, they would use Windows Security Defender, which when installed disables Windows Defender. Be sure you understand why it is important to maintain current updates and patches on Windows systems. Knowledge on Windows 10 features is not included on the 902 certification exam.

true

true or false: Best practices refer to issues relating to the following items: system backups, drive maintenance, system security, software management, and system updates. You should pay particular attention to these details for all operating systems and fully understand how they are implemented.

true

true or false: Cloud computing has radically changed the way in which applications are made and deployed through a network. Cloud concepts is a new exam objective added in the 902 exam.

true

true or false: Computer Management located in Administrative tools contains a variety of tools used to manage the operating system found under the heading System Tools. Review the function of these tools and be familiar with: Device Manager, Performance Monitor, Services, System Configuration, Task Scheduler, Print Manager, Memory Diagnostics, Windows Firewall, and Advanced Security.

true

true or false: Drivers used in Windows installations that have been tested and approved by Microsoft are referred to as "Signed Drivers". When installing device drivers, signed drivers should always be used; however, you may find situations where the driver is an unsigned driver (Third-Party Driver). Before installing an unsigned driver, verify the source to ensure that it is valid.

true

true or false: For each operating system, understand the procedure for partitioning and formatting drives. Know how to determine which partition is the active partition.

true

true or false: Hard drives can contain up to four partitions; each can be formatted to create a volume. If you require more than four partitions, you can create numerous extended partitions. Extended partitions allow you to create more than four partitions; however, you cannot boot from an extended partition. A new partitioning scheme, GPT (GUID Partition Table) is a special type of partition that allows up to 128 additional partitions. GPT will eventually replace the MBR partitioning scheme. Know the difference between dynamic disks and basic disks and the role dynamic disks play in setting up RAID. Be familiar with the various partitioning schemes: dynamic, basic, primary, extended, logical, and GPT.

true

true or false: IMEI is the International Mobile Equipment Identifier, a 15-digit number that uniquely identifies a mobile device, similar to a MAC address on a NIC (Network Interface Card). If a device is lost or stolen, this allows it to be deactivated. IMSI is the International Mobile Subscriber Identity, a 15-digit number that describes the user and the network.

true

true or false: In some cases, you may want to reuse the physical drive. You need to know the best practices for physical drive recycling or repurposing. To completely remove everything, making the data unrecoverable, would require a regular format that overwrites the drive sectors with zeros. A regular format is standard with all Windows operating systems since Vista.

true

true or false: Installing the latest version of iTunes on a 64-bit Windows system requires minimum of a 1GHz Intel/AMD CPU supporting SSE2 with 512MB Ram. On a Mac, it requires at least OS/X version 10.7.5.

true

true or false: Just like desktop computers, mobile devices require patches and updates to ensure they are always running the latest software. These are made available automatically, as required.

true

true or false: Know the correct method to boot a system using either CD-ROM, DVD, USB, PXE, Solid state flash drives, as well as netboot. Understand how system BIOS needs to be set to allow for any of the said methods. Many of the newer smaller tablets do not include CD/DVD drives and can only be loaded using a USB thumb drive. Understand Windows To Go for Windows 8 as well as the difference between USB 2.0 and USB 3.0, and their corresponding benefits, when incorporating this feature. Know the various options available when partitioning a hard drive when preparing to load a new operating system. Understand external/hot swappable drive configurations as well as hard drive partitioning schemes.

true

true or false: Legacy/Embedded Systems Many organizations maintain older systems for a variety of reasons. One reason would be to run a program that was never ported to later platforms.

true

true or false: Mobile Operating Systems You will be expected to have a working understanding of the various features of cell phones and other mobile devices, including Apple IOS, Google Android, and Windows Mobile operating systems.

true

true or false: Mobile devices have become a common link to the rest of the world. You must know how to enable and disable network services, explain how tethering sets up hotspots to share data and connections, and understand airplane mode when traveling.

true

true or false: Mobile devices include integration with other email services such as iCloud, Yahoo, or Google. Yahoo mail supports POP3 and IMAP, as does Outlook.com and Google Gmail. Apple iCloud only supports IMAP.

true

true or false: Often, the only security a workstation has is the password assigned to it. For that reason, passwords must be strong and must be changed often.

true

list the steps for malware removal

1. Identify malware symptoms. Malware is not often as obvious as strange error messages and odd security warnings. It may be as subtle as a slight slow down of the system or unexplained files appearing. 2. Quarantine infected system. Any system suspected of being infected by malware should immediately be quarantined. Maintain all the files on the machine and don't attempt to move them to another system. 3. Disable system restore (in Windows). The next step after quarantine would be to disable system restore in Windows. You do not want the virus to infect your restore points. 4. Remediate infected systems. The first step would be to ensure you have an updated anti-virus application with a new engine and signature files. Restart the system in Safe Mode, pre-installation environment, and run the virus scan. 5. Schedule scans and run updates. When a virus is removed, set the anti-virus to automatically update the signature files and schedule scans to run. 6. Enable system restore and create restore point (in Windows). The next step is to re-enable system restore and create Windows restore points. 7. Educate end user. Perform some on the spot training for the user, explaining the proper procedures for email and Internet usage.

what is the first step in trouble shooting theory?

1. Identify the Problem. First, start by identifying the problem. Ask the end user questions until you can establish a solid base understanding of what is happening. Then, make sure there is a current backup of all information on the device in the event you lose some information and need to perform a restore.

what is the second step in troubleshooting theory?

2. Establish a Theory of Probable Cause. Second, you should always seek to establish the potential cause of the problem. This is your hypothesis to the problem resolution. You should be prepared to conduct research, as needed, to find an appropriate solution.

what is the fourth step in troubleshooting theory?

4. Develop Action Plan. You can implement your full plan to resolve the issue when all of your theories have been confirmed.

what is the sixth step in troubleshooting theory?

6. Document Everything. Always finish by documenting the things you did to resolve a problem. This helps you more easily remember the solution should the problem recur. It also allows other professionals to view past solutions to similar problems.

what is a surge suppressor and what does it do?

A surge suppressor works by checking for spikes in voltage along the line. If a spike is detected, the surge protector moves the excess power to the ground and only allows the proper amount to be passed along to the connected devices.

describe the memory requirements of Window OSs

All versions of Vista, Windows 7, and Windows 8 and 8.1 support a maximum of 4GB of RAM on a 32-bit platform, excluding Windows 7 Starter edition, which supports a maximum of 2GB of RAM. All versions of Vista support a maximum of 128GB of RAM on a 64-bit platform, except Home Premium, which only supports 16GB of RAM on a 64-bit platform. All versions of Windows 7 support a maximum of 192GB of RAM on a 64-bit platform, except Basic and Home Premium, which only support 8GB and 16GB of RAM, respectively, on a 64-bit platform. All versions of Windows 8 and 8.1 support a maximum of 512GB of RAM on a 64-bit platform, except the Basic Core version that only supports 128GB on a 64-bit platform.

what is a battery backup and what do they do?

Battery backup is used in UPS systems for emergency situations when all power is lost or drops down below a certain threshold. The UPS will automatically activate and provide power for the connected equipment via batteries.

what are other tools that are relevant

Be familiar with tools like User State Migration used to manage migration, which is useful when doing large scale deployments and is available on Windows 7, 8, and 8.1. Windows Easy Transfer allows the transferring of personal files and settings from a system running an earlier version of Windows being updated to a computer running a newer version. Be sure you understand the function of Windows Upgrade Advisor.

what is BitLocker-To-Go

BitLocker-to-go, working in the same manner as BitLocker, allows you to encrypt a thumb drive.

what is a blackout and how can they be prevented?

Blackouts occur when all voltage or power has been lost on the line. In this case, using a UPS is one of the best counter measures, as it can use battery backups to maintain the power for a period of time.

define clarification and give an example of how it can be used in difficult situations

Clarification: Ask questions to ascertain the root of the problem. When a customer tells you his or her story, restate what you believe the problem to be to confirm an understanding through verification process.

what are proxy settings?

Connections to the Internet can be accomplished in many ways. A proxy is a device that acts as an intermediary between the user and the endpoint. They are used to increase performance and enhance security.

what are best practice violations?

Depending on company policies that outline security practices, systems with security issues are violating security best practices. Such violations include: not updating security patches, using a weak password, failure to utilize and/or update antivirus protection, and failure to use SSL or other website security.

describe trusted vs untrusted sources

Depending on the mobile device, you may be required to purchase applications from a single source like the Apple store. Apple closely monitors the applications and is considered a trusted source for applications. Other devices such as Android are open source and users have many outlets where they can acquire applications. This is not closely monitored by Android and would be considered an untrusted source.

what is important to know about disabling ports?

In many office locations, there are public areas, possibly a waiting room or a conference room, that contain network connections. These could be used by unauthorized individuals to gain access to your network. It's considered best practice to disable unused ports on switches and routers on your network to prevent this from happening.

describe antivirus/anti-malware for mobile devices

Just like desktop computers, mobile devices are susceptible to viruses and malware. Because of the open availability of software for Android devices, they have antivirus/antimalware software available.

compare and contrast Mac OS and Linux Operating Systems

Mac OS and Linux are similar in many ways. They both utilize graphical user interfaces that are intuitive and easily mastered. The primary difference between the two is that Mac is a proprietary system designed to run only on Apple equipment, while Linux is an open standard and will run on countless different hardware platforms. You will be expected to have a working knowledge of the various tools, features, and commands for each operating system.

what is social engineering?

Manipulating someone through human interaction to cause them to give up security information is referred to as social engineering. An example would be to call a hotline and attempt to convince them you have forgotten your password.

what is Media Access Control (MAC) Filtering?

Media Access Control (MAC) filtering is a method that allows you to accept or reject WiFi connections, based on the MAC address of the device. To utilize it, MAC filtering needs to be enabled on the access point and a list of MAC addresses to be filtered is added to the access point.

what is an IP Address?

Most access points include a DHCP server that simplifies the configuration of attached network interface cards by setting the IP address, default gateway, DNS, etc. The IP addresses are assigned from a pool of available addresses to ensure each network interface card has a unique address. However, on most networks, there are devices such as printers, servers, and gateways that need to have their IP addresses (which should never be changed) assigned statically. The administrator needs to remove these static address from the pool of available addresses to prevent the DCHP server from assigning them to hosts.

what is multifactor authentication

Multifactor authentication utilizes more than one form of identification to allow access to a device. On a mobile device, it may be face recognition and a passcode.

what is important to know about network Firewall Settings?

Nearly all wireless access points come with a built-in firewall. These typically are not as full featured as a stand-alone hardware firewall. If your SOHO network requires access be provided to outside users possibly to connect to a server, you will need capabilities beyond what is provided by your access point. You may want to limit inbound traffic to a very specific port number, and depending on the amount of traffic, you may want to consider setting up a DMZ that's on a completely different network than your office.

describe how to load the Admin Tools for windows

On Windows Vista, to load the Administrative tools, right-click Taskbar and then select the Start Menu tab > Custom > System Administrative tools. On Windows 7, to load Administrative tools, click Control Panel > System Security > Administrative tools. Windows 8 and 8.1 Administrative tools can be found from in Settings > Tiles > Show Administrative Tools. Familiarize yourself with all the applications available in administrative tools.

compare and contrast NTFS and Share Permissions

On Windows operating systems, there are two types of permissions that can be applied: NTFS and share permissions. NTFS permissions are part of the operating system. When accessing a file on a local system or accessing it over the network, NTFS permissions will apply. Share permissions generally relate to a folder that has been shared over a network. Each can be set to limit access to a file or a folder; however, NTFS permissions will override any share permissions, unless the share permission has been set to deny access.

why is patch/update management important?

Patches and security updates are critical to maintaining operating system integrity. New vulnerabilities occur frequently and patches are created to address these threats. Patch management is an important requirement for maintaining system security.

what is important to know about network physical security

Physical access to network devices needs to be maintained to prevent security breaches. If an individual can gain access to devices, they can very easily circumvent security settings provided by the device. For that reason, routers, switches, servers, and access points need to be maintained in a securely locked area.

when dealing with difficult situations, what is a proper response?

Proper Response: You should never argue with a customer or be defensive. Never downplay customer issues or overlook problems they want to address. Never judge a customer's response, as they could have other pressure and deadlines that are producing stress. Always put yourself in the customer's shoes.

why is it important to be punctual?

Punctuality is extremely important as an IT professional. Often, end users have meetings or their own work to complete and you are seen as the piece that is holding them up. Always arrive on time for pre-scheduled appointments and always contact clients if there will be any delay relating to the service.

what is a remote desktop connection?

Remote desktop is available in Windows Vista, Windows 7, and Windows 8 and 8.1. It allows a PC to connect to a remote location usually to provide assistance to remote users. When established, this allows for ongoing connection.

what is spoofing?

Spoofing is the act of faking the identity of another user on the Internet, or creating false e-mail headers, attempting to appear to be a known user. It is often used to disseminate spam by fooling users into opening e-mail messages.

list the Microsoft Command Line Tools

TASKKILL—used to kill system processes given the process ID number PID BOOTREC—a subset of the Recovery Environment used to address corrupted MBR SHUTDOWN—command line to shutdown the system, know the various paraments used TASKLIST—displays applications and services, displays Processor ID PID MD—creating a new directory RD—remove directories CD—change directory used to navigate in the command line DEL—deleting a file FORMAT—create a file system on storage device COPY—make a copy of one or more files XCOPY—copy command with numerous options ROBOCOPY—will replace Xcopy, has numerous options DISKPART—tool for managing disks, partitions, and volumes SFC—System File Checker; a Windows tool allowing users to scan for corruptions in system files and restore CHKDSK—will verify the file system of a volume and fix logical file system corruption GPUPDATE—refreshed Group Policy manual GPRESULT—used to determine user and system policies DIR—gives a listing of a directory EXIT—exits user from command line HELP—available from command line for all commands EXPAND—expands update files [command name] /?—example of the help function invoked from the command line commands available with standard privileges vs. administrative privileges—Certain commands can only be run with administrative privileges; Ctrl + Shift + Enter will allow you to run a command as administrator.

what is the task manager?

The Task Manager enables users to monitor applications services and processes running on the PC. It can be used to start and halt programs/processes and display specific information regarding system performance. Be familiar with the six tabs that monitor: Applications, Processes, Services, Performance, Network, and Users.

compare and contrast HomeGroup vs WorkGroup

The concept of a HomeGroup was added with Windows 7 and carries through to Windows 8 and Windows 8.1. Homegroup is intended to allow for the easy sharing of printers, music, pictures, movies on a small home network. A workgroup is a network made up of a logical grouping of devices. As an example, a small company might create a "Sales" workgroup made up of all the people in the sales department. This would allow sharing files and devices within the group.

what is personally identifiable information?

This is information that can be used as a means to identify employees within an organization, such as social security numbers and addresses. This information should remain very secure, and there should be clearly defined policies stating who can access it.

what is man-in-the-middle?

This is the term for an attacker who secretly intercepts messages between two parties who believe they are communicating only between each other on a network. Message content can be modified by the attacker to obtain information from either user.

what are a few important regulation to keep in mind while in a networking environment?

When dealing with a networking environment, there are several regulations to keep in mind. These include: electrical codes for running high/low voltage cabling, environmental codes for disposing of chemicals or hardware, fire prevention codes requiring the specific use of dry or wet systems, and building codes that specify how cabling can be run through a building.

why is a good attitude important?

You should display a great attitude when dealing with technical issues that may be complex. Use all cases as learning lessons to acquire more knowledge about technology. Also, be confident when discussing technical issues with end users. Be aware that it is more about being able to find the right answer than having all the answers memorized. Customers know that you don't know everything, but you should avoid giving the impression that you are unsure of the procedure to find a solution.

describe the difference between open source and commercial license.

open source vs. commercial license: An open source license means that the software's source code is freely available to the public. This means the software can be modified and recreated if desired by the end user. A commercial license is usually closed source, meaning the source code is not available to the general public.

describe the difference between personal license and enterprise license.

personal license vs. enterprise licenses: A personal license is granted only to one end user for recreational purposes. At times, costly commercial software will license its product for non-commercial use to an individual or student, and this is intended for personal use only. Enterprise licenses are intended for business use, typically by larger organizations, and are a form of paid commercial software licensed to the company for a certain number of users.

what safety information is important to keep in mind when handling power supplies?

power supply: All power sources should be disconnected prior to working inside of a computer. Power supplies are typically replaced as a whole rather than smaller, individual parts.

what is self-grounding?

self-grounding: Self-grounding means to remove or minimize the risk of ESD by taking premeditated actions before working inside of a computer. This can be done by: working on hard wood tables, working on hard floors, wearing cotton clothing, and working in higher humidity environments.

true or false: PRI (Product Release Instruction) has the settings for device configurations specific to the cell network to which you are currently connected. PRL (Preferred Roaming List) refers to which cell towers to use while in roaming mode. Both are typically updated when the operating system of the mobile device is updated. Certain carriers support updating the PRL by dialing a certain sequence of numbers. The baseband operating system on a mobile device is needed to communicate with the radio hardware, which is similar to the hardware abstraction layer in Windows occasionally required updating.

true

true or false: Push synchronization automatically syncs data between mobile devices and desktop devices. An example is when entries made on your desktop calendar or contact list are automatically synchronized with your mobile device.

true

true or false: SSO (Single Sign On) is a feature used by Microsoft, Google, and Apple to allow a single login to provide access to all supported services.

true

true or false: Settings that are normally established when the system is first installed would include date, time, location, user name, etc. Know the proper procedure for adding, deleting, and managing users.

true

true or false: Since most mobile devices owned by the individual may also contain corporate information, there is a need for policies and procedures. A mobile device manager generally sets the policies and procedures regarding allowed applications, camera usage, etc.

true

true or false: The baseband operating system is the interface between the mobile phone and the radio and is often referred to as radio firmware.

true

true or false: The key to the success of mobile devices is the ability to synchronize data across many varied devices. For example, new contacts added on your tablet device will automatically synchronize with your cell phone, so you are able to communicate with that contact when needed, no matter what device you are using. Similarly, adding a business meeting to your desktop calendar can synchronize with your tablet device, so that, when you are away from your desk, you still can view your schedule for planning. Other popular items to synchronize include the following: programs, e-mail, pictures, music, videos, bookmarks, documents, location data, social media data, and eBooks.

true

true or false: The only way to know how to address an operating system issue is to recognize particular symptoms.

true

true or false: Understand the importance of keeping your system up to date specifically relating to security. Know the procedures for installing drivers, using 32-bit drivers on x86 system and 64-bit drivers on x64 systems. Be familiar with the function of the Device Manager and how it relates to drivers.

true

true or false: Understand the reason for various types of installations; for example, when to utilize an unattended installation versus a clean installation. Understand the difference between an upgrade and a clean installation and when to use each one. An upgrade maintains consistency and is considerably faster than a clean install. Applications and data remain when you upgrade. Microsoft does not support upgrading a 32-bit operating system to a 64-bit operating system, or vice versa. If you have a 32-bit operating system, you would have to migrate it to a 64-bit operating system. Before attempting an upgrade, be sure the existing system has all the necessary updates and security patches necessary. Know the function of a recovery partition, how to utilize it in the event the system needs to be restored, and how to hide partitions. You need to know when a repair installation is an appropriate method to recover a corrupted system. Understand how to implement a multiboot system, how to perform remote network installations, when to perform refresh/restore.

true

true or false: Understand the various file systems used on PCs and how they have progressed. A file system is the method used by the operating system to store and retrieve data. It also specifies the naming convention of files and determines the overall size of any volume. The latest of the progression of FAT file systems was FAT32, which has a size limitation of 32 GB. The NTFS file system, which has a maximum limitation of 2 TB, has been around since the early 90s. The newest version has a theoretical limit of 16 EiB (Exbibyte). Linux file system uses ext3, ext4, and can also utilize many of the Microsoft file systems. You will be expected to know the benefits and features of exFAT, CDFS, and NFS.

true

true or false: User authentication (login/password) is used to prove that you are a valid account holder on the system. If you are part of a Windows domain, you may have a single sign-on that provides all the credentials needed to access resources anywhere in the system.

true

true or false: VPN is a Virtual Private Network setup using a public network, providing security on an otherwise insecure network.

true

true or false: When enabled on a mobile device, a Bluetooth connection allows you to create your own personal area network having a range of approximately 10 meters. To use Bluetooth, both devices must be within range and must be paired by entering the correct pin code. Understand how to enable Bluetooth, set up pairing, and locate other Bluetooth devices.

true

true or false: When working on a client issue, always be prepared to set initial expectations with the promise of action to follow. Keep them informed of any changes, but make sure all promises are kept in a timely manner.

true

true or false: When you are logged in to your system, you are usually logged in as a standard user; however, there are occasions when you will need additional rights to administer the system. These occasions include: adding a new driver, installing new software, or editing a system file. To perform any of the administrative functions, users need to implicitly inform the operating system to do so. This is a security feature added to help prevent unauthorized software from being installed without the user's knowledge.

true

true or false: Windows provides local administrative shares that allow access to key system files and folders. They appear as a share name, followed by a $, which makes the share invisible to users. They can be displayed on the command line with the net share command. Access is provided to the C: drive, C:\windows, and possibly the printer's folder.

true

true or false: You have the option to synchronize data to the cloud or to your desktop. IOS devices allow you to synchronize to the desktop using Apple iTunes on Windows or MAC OS. Android synchronizes nearly everything online. If you use a Windows Phone, the Windows Phone app can synchronize your media. Lately, most synchronization has been moving to cloud-based systems.

true

true or false: You need to have a working understanding of the properties and purpose of network delivered services in a client-server environment. Know the difference between a client application and a server application. Client applications request services from a server application.

true

true or false: You need to know how to synchronize to the cloud as well as to the desktop. The various connection types you can use between devices include: USB, Bluetooth, WIFI, or utilizing cloud storage as a two-step process. Copy from mobile device to cloud storage, then from cloud to desktop.

true

true or false: You need to understand the difference between a corporate email server using Exchange and an e-mail server provided by a local ISP, as well as how to make basic configurations to connect to each. Review the functions POP3 (port 110) and IMAP (port 143) protocols provide when retrieving email and the use of SSL and S/MIME in providing security.

true

true or false: You need to understand the difference between a workgroup and a domain and when each would be appropriate. Know how to enable the system's firewall and be familiar with steps necessary to ensure security as well as privacy. Understand the various connections established on a network such as dial up, wired, wireless, and VPN.

true

true or false: You should be able to quickly analyze and apply the proper controls for any possible environmental impacts. Some questions in this area will be of the scenario type.

true

true or false: You will be expected to install and configure basic network and e-mail settings on a mobile device.

true

true or false: • Security Requirements: You are expected to have a working knowledge of security relating to all aspects of virtualization.

true

list new features added to Windows with Vista, Windows 7, and Windows 8 & 8.1

• Aero: added in Vista, removed in Windows 8; shows transparency on the edges of open applications; also known as Aero Glass • Gadgets: added in Windows 7; removed in Windows 8 for security reasons; miniature apps running in sidebar • User Account Control: security feature of Windows Vista, Windows 7, and Windows 8 to help prevent unauthorized changes to a system • BitLocker: Vista, limited use; Windows 7 Enterprise and Ultimate; Windows 8 Pro and Enterprise • Shadow Copy: used in backing up when files may still be open • System Restore: provided by system manufacturer, establishes restore points for ease of recovery • ReadyBoost: used with thumb drives to allow use as more efficient virtual memory • Sidebar: added with Vista, removed for security purposes in Windows 8; space to the side of Windows background used for housing gadgets • Compatibility Mode: for running older programs on newer hardware platforms • Virtual XP Mode: discontinued 4/14 • Easy Transfer: moving files and setting on systems being upgraded • Administrative tools: control panel/administrative tools; single location for all computer management • Defender: anti-malware in Vista and Windows 7, anti-malware and anti-virus on Windows 8 • Windows Firewall: allow or block traffic; built into operating system • Security Center: single point of reference for security on Windows 7, 8, and 8.1 • Event Viewer: tool available primarily for central administration of events and logs • File structure and paths: basic navigation from command line prompts • Category View vs. Classic View: Control Panel allows for different views; Category View is default; Classic View is preferred for technicians

compare and contrast allow vs deny

• Allow vs. deny: Files and folders have permissions that can be set to allow or deny full control, modify, and/or read access to the contents.

what is important to know about network antenna and access point placement

• Antenna and access point placement: In larger buildings, multiple access points can be used to increase coverage area. The placement of the access point and the antennas should be configured to allow some overlap of the signals with the channel spaces, so that no two adjacent access points share the same channels. Antennas should never be located near microwave ovens or baby monitors, since those devices will interfere with the signals.

what is an Authentication Server?

• Authentication Server: an application that provides authentication to users attempting to log into a network

describe BIOS/UEFI Passwords

• BIOS/UEFI passwords: The system bios should have a password installed to prevent users from modifying system settings. Keep in mind that, if the system case can be opened, the bios password can be easily compromised.

Mac and Linux both have a tool called "Backup/Time Machine". What is it/what does it do?

• Backup/Time Machine: In Mac, When enabled,Time Machine allows you to go back to a previous time. In Linux, the commands tar or rsync are used as backup options.

list several tools for system backups and restores

• Backup: Understand the procedures for creating automatic system backups for each operating system. • System Restore: Understand the procedures required to perform a System Restore for each operating system. • Recovery Image: Understand the procedure for creating a complete system image for each operating system. • Disk Maintenance Utilities: Understand the procedure for automating disk defragmentation as well as manual disk defragmenting. Understand SMART technology (Self Monitoring, Analysis and Reporting Technology) and how it applies to system drives.

list a few best practice techniques concerning system maintenance

• Backups: Understand the procedures to establish regularly scheduled backups of the operating system. • Disk Maintenance: Understand the procedures to set up and automatically run disk defragment. • Updates: Know the command to automate updates on Windows Vista, Windows 7, and Windows 8 and 8.1, as well as enabling automatic updates for drivers and schedules for BIOS updates and anti-virus and anti-malware. • Patch Management: To maintain the integrity of the operating system, Microsoft issues patches (updates) as needed. Understand the importance of incorporating patches to your system on a timely basis.

What is the Mac feature "boot camp"?

• Boot Camp: This feature allows Mac users to set up a dual boot between either Mac or Windows. This is not the same as virtualization.

what is important to know about changing default network SSID

• Changing default SSID: Wireless access points typically come with preassigned service set identifiers SSID. You may wish to modify the default SSID to something less obvious or, if available, consider disabling the broadcast of the SSID altogether. Disabling the SSID broadcast, however, does not guarantee that someone with the proper equipment couldn't find it.

what is a DHCP Server?

• DHCP Server: dynamic host configuration protocol server used to assign the necessary network parameters to hosts on a network, such as IP address and subnet information

what is a DNS Server?

• DNS Server (domain name system server): used to resolve a domain name into an IP address

define default usernames and passwords

• Default usernames and passwords: Some system devices are preconfigured with default usernames and passwords. These must be changed by the administrator using the same guidelines as a user's password for strength and expiration.

what is important to know about disabling network SSID broadcast

• Disabling SSID broadcast: Your wireless access point by default will broadcast your SSID. This should be disabled, making it more difficult (but not impossible) for hackers to locate your network.

Mac and Linux both have a tool called "Disk maintenance utilities". What is it/what does it do?

• Disk maintenance utilities: In Mac, Disk Utility is performed when needed. In Linux, the /forcefsckcommand is performed when needed.

what is the Mac feature "dock"?

• Dock: Located at the bottom of a Mac is an area where you can place commonly used applications to quickly locate and launch.

define login time

• Login time: Limit system usage to certain times. After-hour access may not be necessary for everyone.

what are the programs that provide schedules backups for Mac and Linux named?

• Scheduled backups: Mac - Time Machine; Linux - Cron, control the type and frequency of backups

give examples of physical security

• Doors: Doors to secure areas are the first line of defense and must remain locked at all times, using conventional key and lock, or a physical bolt in the door. • Mantrap: In addition to securing doors with locks, a mantrap offers greater security to a secure area. Mantraps are small rooms with two doors leading to a secure area. Only one can be opened at a time allowing only a single person access at any one time. • Cable locks: Cable locks are used to secure devices such as laptops. Laptops have a small reinforced attachment that facilitates locking the device to a secure object such as a desk. Cable locks are not foolproof and should not be the only means of securing devices. • Documents: Documents that are electronically stored should be encrypted with strong passwords to ensure data integrity. Printed documents that are no longer needed should be shredded to prevent theft. • Biometrics: Be familiar with the various biometric security methods such as iris scans, hand, and fingerprint scanners. Biometrics are typically used with other security devices to enhance security. • ID badges: In large environments, utilizing locked doors may not be an appropriate method to secure particular areas. Typically, security guards are used to verify ID badges to allow access to these areas. • Key fobs: Key fobs can also be used to grant keyless access to secure areas. Each individual fob has individual ID information. • RFID badge: Like key fobs, RFID badges can be used to allow keyless entry into secure areas. • Smart card: Used to access secure areas, a smart card can identify a user and allow access. It is similar to a credit card in shape and design. • Tokens: Token-based devices can control access to areas. These are made up of magnetic swipe cards or key fobs. • Privacy filters: A privacy filter, when fitted over a laptop screen, helps prevent anyone from viewing the screen unless it is directly in front of them. • Entry control roster: This is a simple list of individuals that are allowed access to a secure area and is usually managed by a security guard.

what is drive wipe?

• Drive Wipe: Drive Wipe is software specifically designed to completely overwrite a hard drive, completely removing any stored data.

where can driver/firmware updates be found in Mac and Linux systems?

• Driver/firmware updates: Mac - system Information allows you to view installed drivers only; Linux - third party only

define Emergency Notifications

• Emergency notification: Emergency alerts are directed to cell phones to inform users of emergency situations. This feature has been recently added to all newer mobile devices.

what are the emulator requirements for virtual machines

• Emulator Requirements: An emulator is used when you want to run an application on a device on which it was never intended to run. The program may have been written to run on Windows XP and you need to run it on Windows 7. Emulation usually does not run as well due to the overhead needed. You need to know the difference between virtualization and emulation.

define expiration in relation to passwords

• Expiration: Passwords need to be changed often, so they are frequently set to expire in a certain period of time. This forces the user to create a new password.

describe failed attempts

• Failed attempts: Failed password attempts could be someone attempting to access your system using a brute force attack. The system should be set to disable a login (lockout) if there are an inordinate number of unsuccessful attempts. The login will remain locked out until the system administrator re-enables it.

what is a File Server?

• File Server: the repository of shared data files in a client-server model

define file attributes

• File attributes: File attributes are what determine a user's rights to read, write, modify, and hide files.

what is the Mac feature "finder"?

• Finder: File Manager allows Mac users to navigate and browse applications in a variety of different ways.

describe the four different kinds of mobile phone screen locks

• Fingerprint lock: A fingerprint lock has a built-in fingerprint reader that is used to access the device. • Face lock: Face lock uses the built-in camera to identify the users face to allow access. • Swipe lock: Swipe lock has a predefined pattern that users outline with their finger to allow access. • Passcode lock: Passcode lock uses a personal identification number (PIN) to access the device.

describe GPS and Geotracking

• GPS and geotracking: Global positioning is used to precisely calculate latitude and longitude for mapping applications. This can be accomplished using WiFi signals or triangulating nearby cell towers.

what is the Mac feature "gestures"?

• Gestures: Gestures allow specific actions when fingers are swiped across a Mac screen.

define guest account

• Guest account: Operating systems include miscellaneous accounts for guests, root, e-mail, etc. These optional accounts, if needed, should have the default logname modified to prevent unauthorized access. Any unnecessary account should be disabled in the operating system.

what is Hypervisor?

• Hypervisor: This is the software that allows the creation of virtual machines, with each appearing as separate systems.

What is an Intrusion Detection System (IDS)?

• IDS (Intrusion Detection System): a tool used to monitor network security and detect threats, but cannot take direct action to stop the threats

what is an Intrusion Prevention System (IPS)?

• IPS (Intrusion Prevention System): a tool used to monitor network security, but can also respond to these threats directly to prevent security breaches, unlike an IDS

what is the basic cloud concept Infrastructure as a Service (IaaS)?

• IaaS (Infrastructure as a Service): IaaS is a cloud service where you are using someone else's hardware with your own software.

Mac and Linux both have a tool called "Image recovery". What is it/what does it do?

• Image recovery: Mac has a built-in Disk Utility allowing you to create an image of the drive or files. In Linux, the dd command allows you make an image of a drive and restore it. It also supports compression.

define inheritance

• Inheritance: Inheritance is associated with permissions. When permissions are set in a parent folder, they are inherited by child folders (subfolders); however, if permissions are changed in a child folder, they will have priority over inherited permissions.

Mac and Linux both have a feature called "key chain". What is it/what does it do?

• Key Chain: Key Chain is password management. Mac maintains it automatically when you log in the first time. Linux has an application under Accessories called Passwords and Keys, depending on the version of Linux.

describe Launcher/GUI

• Launcher/GUI: Cell phones have small icons used to launch applications.

compare and contrast Low-Level vs Standard Format

• Low-level vs. standard format: A low-level format is performed at the factory when the drive is manufactured. A low-level format would completely remove any data from a hard drive, but cannot be performed by the user. A standard (quick) format sets up the file system, installs the boot sector and master boot record, but does not completely remove the data.

describe Mobile Payment Services

• Mobile payment service: This service allows mobile devices to make purchases.

Mac and Linux both have a feature called "multiple desktops/mission control". What is it/what does it do?

• Multiple desktops/Mission Control: Running multiple applications on different screens is available on both Mac and Linux. In Mac, press CTRL+Up Arrow. In Linux, select the desktop on the task bar.

what is the basic cloud concept On-Demand?

• On-Demand: These services are made available to users without delays.

compare and contrast Open Source and Closed Source/Vendor Specific.

• Open source vs. closed source/vendor specific: Open source operating systems like Google Android are designed to allow access to the source code. This makes it easy to incorporate on a number of different platforms. Apple IOS is closed source, making it proprietary to Apple systems only.

define overwrite

• Overwrite: Overwrite is the process of writing new data over the top of existing data, which would completely remove the old data.

what is the basic cloud concept Platform as a Service (PaaS)?

• PaaS (Platform as a Service): PaaS is a cloud service where you are provided software and hardware, typically used in developing applications.

where can patch management info be found in Mac and Linux systems?

• Patch management: Mac - App Store; Linux - apt-get updates

define permission propagation

• Permission propagation: Permissions set on a folder can be inherited by everything inside the folder. Child folders (subfolders) can override inherited permissions. This is referred to as permission propagation or inherited permissions.

define power user

• Power User: The power user group is assigned to individuals who need additional control inside the operating system to perform their duties. An example would be to grant access to the system tape drive to the individual responsible for system backups.

define profile security requirements

• Profile security requirements: Profile security requirements define the minimum security settings required on mobile devices.

compare and contrast Public vs Private vs Hybrid vs Community clouds

• Public vs. Private vs. Hybrid vs. Community: A public cloud deployment provides services to anyone. Private cloud deployment is when the cloud is internal to a company. Hybrid cloud deployment is a mix between public and private clouds. Community cloud is when several organizations share the same infrastructure and resources.

what is the purpose of virtual machines?

• Purpose of Virtual Machines: Virtual machines allow multiple different operating systems to be run on a single computer. This requires virtualization software that will create individual virtual machines, each capable of running a different operating system. This requires that the host machine has adequate system resources to support each virtual machine. This is often done to support multiple servers running on a single platform, which saves energy and lowers the hardware cost.

what is important to know about network radio power levels

• Radio power levels: On many access points, users have the option to modify the signal strength of the radio transmitter. The power output should be set as low as possible to allow coverage, but not to interfere with other nearby access points that may be using the same channels. Lowering the power output also helps to eliminate outside users from receiving your signals.

what is a ransomware?

• Ransomware: prevents users from accessing data on their system until they pay to have the virus removed; has encrypted partitions, in some cases, making the data totally unavailable until the user pays a fee

what is the basic cloud concept Rapid Elasticity?

• Rapid Elasticity: This allows cloud users to increase and/or decrease cloud resources, as needed.

list important system utilities

• Regedit—registry editor • Services.msc—view and modify background services • MMC—Microsoft Management Console; allows additional plug-ins to manage a system • MSTSC—remote desktop • Notepad—text editor • Explorer—view and copy files • MSINFO32—displays software and hardware configurations on any system • DXDIAG—graphics and audio diagnostics • Defrag—defragment a hard drive • System Restore—allows users to go back in time to restore a system • Windows Update—maintains system updates, security patches, etc.

what is the Mac feature "remote disk"?

• Remote Disc: Mac allows sharing remote devices, such as optical drives, onto devices that do not normally support an optical drive.

what is the basic cloud concept Resource Pooling?

• Resource Pooling: The resources are shared (pooled) across multiple entities to share/reduce cost.

Mac and Linux both have a tool called "Restore/snapshot". What is it/what does it do?

• Restore/snapshot: In Mac, Snapshots are temp files that will update Time Machine. In Linux, Restore can recover files with the commands tar or rsync.

what is a rootkit?

• Rootkit: a collection of malicious software designed to provide unauthorized access to an otherwise secure system; used to disguise the presence of other malicious software and are often introduced to a system through unauthorized patches to the operating system

define SDK/APK

• SDK/APK: SDK is a software development kit allowing the creation of mobile apps. APK is an Android application package format.

what is the basic cloud concept Software as a Service (SaaS)?

• SaaS (Software as a Service): SaaS is a cloud service where you are using software you use on demand, typically not locally stored, but rather on the Internet.

give examples of physical data destruction

• Shredder: Large industrial shredders can be used to completely destroy a hard drive. • Drill/hammer: An electric drill or a hammer can be used to easily destroy the platters of a hard drive, which would completely destroy the data. • Electromagnetic: A degaussing coil is a large powerful electromagnet that will remove the magnetic information stored on a hard drive. • Incineration: An incinerator can be used to completely destroy the data stored on a hard drive. • Certificate of destruction: Large organizations may not have time to destroy hard drives and may elect to hire a third-party vendor to destroy drives. These companies will provide a certificate of destruction that proves the drives were properly disposed. These certificates help create a paper trail showing the disposition of the drives and data.

list features unique to Windows 8 & 8.1

• Side-by-side apps: allows users to view two applications side by side on the same screen • Metro UI: added with Windows 8; designed primarily for touch screens, using tiles to make applications more accessible; has subsequently been changed to Modern UI • Pinning: allows applications to be pinned to the taskbar for quick access • OneDrive: cloud-based storage included with the operating system • Windows Store: provides a location where users can obtain free and paid applications • Multi-monitor taskbars: has been improved with Windows 8 in that each monitor can have a specific task bar assigned to it • Charms: a Charms bar that allows immediate access to five specific features: Search, Share, Start, Devices, and Settings; accessible using the mouse, specific commands, or touch screen access • Start screen: as used on Windows 8 replaces the one used on Windows Vista and Windows 7; initially called Metro UIand changed to Modern UI; now standardized across Windows 8, the Windows Phone, Xbox, and now on Windows 10 • PowerShell: comes standard with Windows 8; provides an enhanced command line shell to simplify administrative tasks • Live signin: provides users with a centralized login to their system using Outlook, MSN, or Hotmail account • Action Center: location where urgent messages regarding system events that have occurred on the system; helpful when troubleshooting system problems

Mac and Linux both have a feature called "spot light". What is it/what does it do?

• Spot Light: This feature enables the user to quickly locate applications, documents, images, etc. In Mac, select the magnifying icon from the menu bar. In Linux, depending on the version, select Dash from Launcher.

what is spyware?

• Spyware: any software that enables unauthorized entities to obtain information about individual and corporate system activities, as well as Internet usage and browsing activities

define standard user

• Standard user: A standard user is typically anyone who is not an administrator, power user, or guest.

define strength in relation to passwords

• Strength: A strong password is one that is at least eight characters long and utilizes special characters, numbers, and a mixture of upper and lower case letters. Avoid names, dates, pet names, and things that can be easily imitated by individuals attempting to break into your system.

what are the system update programs in Mac and Linux names?

• System updates/App Store: Mac - App Store; Linux - apt-get updates

describe timeout/screen lock

• Timeout/screen lock: Systems should be set up with a timeout screen lock that locks the system if it sits idle for a predetermined amount of time.

what is a trojan (trojan horse)?

• Trojan (Trojan Horse): a program that disguises itself as useful software that actually contains malicious software; commonly infiltrate systems when unsuspecting users download a game on the Internet

what is Unified Threat Management (UTM)?

• UTM (Unified Threat Management): an all-inclusive network security system that provides intrusion detection, anti-malware, firewall, and content filtering

define user permissions

• User permissions: Users should be given only privileges necessary to perform their jobs and restricted from unauthorized areas. Limit administrative privileges to only a few individuals. Assigning users to groups, when possible, simplifies the administration of large systems.

describe the Virtual Assistant

• Virtual assistant: Incorporated in newer devices is a virtual assistant that will respond to spoken requests. Apple uses Siri, Windows uses Cortana, and Android uses OK Google to activate the assistant.

what is a virus?

• Virus: a small piece of system code, unknown to the user, that is capable of copying and spreading (replicating) itself to other programs, boot sectors, and/or documents.

what is important to know about network Wireless Protection Setup (WPS)?

• WPS (Wireless Protection Setup): WPS is a security standard that was designed to allow users to easily set up security on a WiFi network. Newer access points are equipped with a push button that automates system setup. The button will disable the older, less secure, WEP encryption in favor of more secure WPA2. It will allow device access, for a very limited time, which greatly simplifies system setup. The system is secure as long as no one is able to access the push button on the access point. For this reason, access points should be secured in a safe location.

what is a Web Server?

• Web Server: a web-based server that typically uses HTTP (hypertext transfer protocol), or possibly FTP (file transfer protocol) to respond to requests from a client

define WiFi Calling

• WiFi calling: When incorporated, this feature allows incoming and outgoing calls to be made using a WiFi connection rather than a cell tower.

what is a worm?

• Worm: a standalone program that replicates and spreads itself to other computers, often using a network. Worms, unlike viruses, do not need to attach to existing software.

list tools used to secure mobile OS and App data

• anti-malware: Any of the symptoms found in desktop and laptop systems can also occur in mobile devices. Anti-malware software is available from multiple vendors for use on mobile devices. • app-scanner: Prior to loading applications onto a mobile device, you may want to check and verify that it is free of any form of malware. There is application-scanning software that you can use to verify software before loading it onto a mobile device. • factory reset/clean install: To completely remove any malicious software from mobile devices, you can perform a factory reset then perform a clean install. On an Android, power down the device, hold Volume Upand Power until power comes on, then Volume Down to select factory reset. On an Apple iOS, use iTunes to reset to factory default. • uninstall/reinstall apps: To remove applications on an Android mobile device, locate and long-tap the application, and drag to the uninstall button. On an Apple iPhone, hold the Home button, find the app you want to delete, and press it and hold momentarily. After applications have been removed, a fresh copy can be reinstalled. • WiFi analyzer: A WiFi analyzer allows you or an unauthorized user to view traffic on a WiFi network. • force stop: Force stop will allow you to kill applications running on a mobile device. On an Android, touch Apps under Settings, select the app, and select Stop. On an Apple iPhone, double-click on Home, then swipe the app to force it to stop. • cell tower analyzer: A cell tower analyzer allows you to view the amount of traffic on a cell site and give you an estimate of how much speed you can expect to get on the network. • backup/restore: Mobile devices support many various methods of performing backup and restoring your device. Most of these are cloud-based services provided by the vendor. Apple devices include iTunes and iCloud. Android devices utilize Google Sync. Other cloud-based solutions are available from Dropbox, OneDrive, and Carbonite, to name a few.

list tools used for trouble shooting PC security issues

• antivirus software: Antivirus software compares what is running on your system against lists of known signatures of malware. It is extremely important to keep your antivirus updated. • anti-malware software: Anti-malware software compares what is running on your system against lists of known signatures of malware. Be sure to keep your anti-malware updated. • recovery console: The Windows Recovery Console Command Prompt is accessible before the operating system boots by pressing F8. Since viruses are normally attached to the operating system, this allows you to run the system without the operating system actually loaded. • terminal: Linux and MAC OS X have a terminal screen that serves nearly the same function as Windows Command Prompt. • system restore/snapshot: System Restore allows you to go back to a previous time, bypassing any changes to the operating system that have occurred since the image was created. This is very useful in eliminating any virus that has attached to the operating system since that time. In Linux, the logical volume manager (LVM) creates a snapshot that serves the same purpose as Windows System Restore. • pre-installation environments: When using a repair DVD, you are in a Windows pre-installation environment that provides minimal features, such as a GUI. This minimal environment bypassed many of the drivers that may have caused problems initially. • Event Viewer: To see what is happening at any time, use the Event Viewer, which displays information about running applications, security data, and warning messages. Critical issues will be labeled there, as well. • refresh/restore: Refresh allows Windows 8 and 8.1 to reinstall the operating system without loss of your files and settings. This has the advantage of a fresh restore. Restore allows you to revert to an earlier point in time. • MSCONFIG/safe boot: In MSCONFIG, you can change the boot parameters in safe boot. In it, a minimal operating system is loaded, allowing access to the drive without having to load the operating system from the hard drive.

describe device fails to start/detected

• device fails to start/detected: During the system boot sequence, there are numerous devices that are expected to start. If a device does not start correctly, check the device manager, paying particular attention to driver issues. The event viewer may also display driver-related errors.

list several mobile OS and APP issues

• dim display: For mobile devices with dim displays, try to adjust the screen brightness, assuming you can see the screen in a darkened room. For Android devices, go to Settings > Display > Brightness Level. For Apple IOS, go to Settings > Displays and Brightness. If that doesn't work, the entire display must be replaced. • intermittent wireless: Determine the distance to the wireless access point and determine if that can be modified. Verify WiFi connections on the device. • no wireless connectivity: Verify the WiFi settings are correct. Perform a hard reset on the specific device, if necessary. • no Bluetooth connectivity: Check bluetooth configuration parameters: unpair and pair the device. Perform a hard reset on the specific device, if necessary. • cannot broadcast to external monitor: Devices vary, so check the setup for the remote device. Verify network functionality: are they on the same subnet? • touchscreen non-responsive: If the device is completely blank, you may be able to get the power option to appear on an Apple by holding down the Power button, then power off. Hold the Power button and the Home button simultaneously for 10 seconds to perform a hard reset of the device. • apps not loading: Reboot the device and retry the application. Also, try to perform a hard reset. • slow performance: You may have to administratively stop the application in question, then restart. On an iPhone, double-tap home and slide the application out of memory. For Android, go to Settings > Apps, and then select the app and tap Force Stop. • unable to decrypt email: To decrypt email, mobile keys are necessary. You may have to contact the sender and exchange keys. • extremely short battery life: The most likely cause of short battery life is that the battery may need to be replaced, or that there are too many applications running consecutively. • overheating: If a cell phone appears to be running too hot, check to see which application is using the most CPU. This and recharging a battery are common causes for the heat generated in a cell phone. • frozen system: To bring a mobile device out of a frozen state, you should run a hard reset of the device. On IOS, press and hold the Home and Power buttons simultaneously for 10 seconds. For an Android, press and hold the Power, Volume, and Home buttons simultaneously for 10 seconds. • no sound from speakers: Verify that the volume control is set to the proper level. Test the internal speaker by plugging in an earphone. Perform a factory reset on the device. • inaccurate touch screen response: Perform a hard reset of the device. If that fails, replace the digitizer. • system lockout: On an Apple iOS device, ten failed login attempts will cause the device to erase everything internally. This feature is the default setting, but can be disabled. On an Android, use the Google account associated with the device to unlock the device.

define failure to boot

• failure to boot: There are numerous reasons a system may fail to boot, depending on the error message displayed. If the system successfully passes the Power-On Self-Test (POST), then locks up, chances are that either the hard drive or something in the operating system is corrupted. If the system does not pass the POST, suspect a hardware problem.

describe graphical interface fails to load

• graphical interface fails to load: If the GUI fails to load, your only choices are to restore from backup or rebuild from the installation media.

list troubleshooting tools for mobile OS and APP issues

• hard reset: To perform a hard reset on an IOS device, press and hold the Power and Home buttons simultaneously for 10 seconds. For the Samsung Galaxy, power off, press Volume Up + Home + Power, wipe factory reset. • soft reset: On an Apple iPhone, press and hold sleep/wake and Home button for 10 seconds. On an Android, hold the Volume Up + Home + Power. • close running applications: To close a running application in an Android, tap the Recent Application icon, and then select Close All. On an Apple IOS, double-click Home button, find application, and then close. • reset to factory default: On an Android, power off the device, hold the Volume Up and Power buttons until power comes on, and then Volume Down to select factory reset. On an Apple IOS, use ITunes to reset to factory default. • adjust configurations/settings: On an Android, select Settings. From Settings, you can set: Wireless and networks, Phone, Personal, and System settings. On an Apple iPhone, all configurations and settings are available under Settings. • uninstall/reinstall apps: On an Android phone, locate and long-tap the application to delete and then drag to uninstall button. On an Apple iPhone, hold the Home button, find the app you want to delete. Press and hold it, momentarily. • force stop: Force stop will kill applications running on a mobile device. On an Android, touch Apps under Settings, select the app, and then select Stop. On an Apple iPhone, double-click on Home, then swipe the app to force it to stop.

what is the "iCloud"?

• iCloud: Cloud storage allows Mac and IOS mobile devices to share data and back up systems.

define improper shutdowns

• improper shutdown: If you boot a system and it enters the Windows Error Recovery screen, that often indicates the system was not shutdown correctly. You may elect to start Windows normally if this is an isolated problem. If it continues, you should launch startup repair either in the Windows Error Recovery screen, or by pressing F8 during system reboot to enter into the Advanced Boot Options menu.

You will need to become familiar with basic Linux commands used from a terminal session, as well as some of the options included with the commands. List several

• ls: used to obtain a listing of a folder (directory); supports numerous options • grep: a search function that allows you to selectively search for certain patterns from the output of another command • cd: change directory, basic navigation inside the shell • shutdown: allows controlled shutdown of a system, comes with numerous options • pwd vs. passwd: two separate commands; pwd (print working directory), used to show where you are in the hierarchy of the system; passwd, used to create and/or change user passwords • mv: move a file from one location (directory) to another (only one copy exists) • cp: copy a file from one location (directory) to another (a second file is created) • rm: remove a file • chmod: changes and modifies permissions associated with a file or directory • chown: changes the owner of a file or directory • iwconfig/ifconfig: iwconfig is used to configure wireless ethernet; ifconfig is used to configure a wired network interface • ps: process status; lists all currently running processes • su/sudo: su is used to change user or to become superuser (root); sudo with the proper password allows users to run commands that would otherwise require root privileges • apt-get: package management; allows downloading applications, updating, upgrading the OS • vi: (Visual); a full screen text editor • dd: used to backup and restore a hard drive

describe missing DLL message

• missing DLL message: A dynamic link library is a piece of computer code that can be shared by numerous applications to save time when writing code. DLLs are written for a specific library and programmers require the correct library. Windows System File Check (SFC) can be used to locate and replace missing DLLs.

describe missing GRUB/LILO

• missing GRUB/LILO: Grand Unified Bootloader (GRUB) and Linux Loader (LILO) are Linux boot loader files. Missing boot loader files can occur if you set up your system to dual boot with Linux and Windows, since windows will overwrite these files. To prevent this, always load Windows first. With a live Linux CD, you should be able restore GRUB or LILO.

describe missing NTLDR

• missing NTLDR: If a system fails to boot and you are presented with a message that says missing NT loader (NTLDR), it indicates that critical system files are corrupted or missing. Use the startup repair disk for the appropriate version of Windows.

describe missing boot configuration data

• missing boot configuration data: In Windows, missing boot configuration data would prevent the system from properly booting. To address this, use the Startup Repair option in the Windows Recovery Environment to repair the boot configuration database (BCD).

describe missing graphical interface

• missing graphical interface: A missing graphical user interface is most likely caused by either a driver issue or a corrupted system file. Boot into Safe Mode and run System File Checker (SFC) to verify all the operating system files.

describe missing operating system

• missing operating system: A message stating missing operating system can be addressed by booting with your distribution DVD, selecting Repair your computer, and then Startup Repair.

describe multiple monitor misalignment/orientation

• multiple monitor misalignment/orientation: When using dual monitors to align the actions of the mouse (so that, as you exit monitor 1 to the right, you enter monitor 2 from the left), enter the screen resolution screen and drag the screens to properly orient them.

list symptoms of PC security issues

• pop-ups: Pop-ups occur from a variety of reasons. While in a browser, a pop-up may expose you to malware if you choose to click on the pop-up. Pop-ups that occur randomly should be addressed with one of the available malware cleaners. • browser redirection: If you find your browser has been changed, or that results of a search come from a third-party site, it is likely that your browser has been redirected by malware. An anti-malware cleaner may or may not address the issue. You may want to restore your system from a known good backup. • security alerts: While browsing on the Internet, you may receive a security alert. This may tell you that the site is not secure or the site certificate is not trusted. Your browser will give you an indication of the problem and you need to determine the best course of action. • slow performance: If a system is infected with malware, system performance may be slowed considerably. • Internet connectivity issues: Malware-infected systems may prevent you from browsing to certain sites or you may be redirected somewhere else altogether. • PC/OS lock up: Malware can attack the operating system in a number of ways, even to the point where the system will no longer boot. A malware cleaner may address the issue or you may have to restore to a known good backup. You may be able to find the root cause by accessing the Event Viewer • application crash: Malware may cause applications to crash or you may get a message that says the program is no longer working. • OS update failures: Malware can interfere with normal operating system updates. • rogue antivirus: A rogue antivirus is actually a virus introduced when adding an anti-virus to the system. Always use trusted sites for antivirus software. • spam: Spam is unsolicited email messages, usually advertising a product, but may actually be a phishing attack. A good spam filter is one way to control this. • renamed system files: Malware can attack an operating system by simply renaming a system file, rendering it useless. • files disappearing: Malware can cause files to disappear by deleting the file or simply renaming it. • file permission changes: File permissions and ownership can be modified by malware. • hijacked email: One of the results of spam is to make a user the author of yet more spam. The unknown user is now being hacked to send out spam to others. If a user is receiving numerous responses from other users regarding email he supposedly sent, or starts to receive automated responses from users unknown to him, then there is a good chance his email has been hacked. • access denied: Malware can change the permissions of files, preventing access to the rightful user. • invalid certificate (trusted root CA): If you are browsing the Internet and receive a security alert that the site has an invalid certificate, it could indicate the site should be avoided or possibly something as simple as an incorrect PC clock setting because the site certificate date is too far from your PC's.

define proprietary crash screens (BSOD/pinwheel)

• proprietary crash screens (BSOD/pinwheel): When the system comes to an immediate halt, it will display the Blue Screen of Death (BSOD) and an error message on the screen. A BSOD that occurs during the initial boot sequence could be caused by bad hardware, drivers and/or bad applications. Apple systems will display a pinwheel or a spinning ball indicating an issue. Look for applications that try to access a resource that is not available.

describe slow system performance

• slow system performance: If the system appears to be running slower than normal, the Task Manager will give a detailed listing of CPU, memory, and network utilization. Looking for applications using too much of the system resources allows you to target that application. Check for free space on the hard drive, and/or run Disk Defragmenter.

describe spontaneous shutdown/restart

• spontaneous shutdown/restart: A spontaneous system shutdown can be caused by hardware or software problems. Poorly written programs or driver issues may cause a system lockup or system restart. Programs that make extreme demands on the processor or video (such as games) can cause the system to overheat. Thermal intermittent problems can be caused by memory, or inadequate power supplies.