ITF+ Module 1 - Using Computers
Computer type: Home Automation; Hub [p11]
"Smart" devices which allow various household activities to be automated or controlled, often with the use of a hub. Must ensure compatibility between the networking of the hub and the appliances (WiFi, Z-Wave, ZigBee, Bluetooth LE).
⚠️ Reformatting or deleting a partition of a disk... [p73]
...deletes all data stored on the disk. Always back up data before using Disk Management.
Troubleshooting: Question the User (& determine changes) [p88]
1) Ask user to describe the symptoms and the status of the computer - error messages or unusual conditions? - how many people are affected? - when did the problem first occur? - what might have changed? 2) Ask user to test actions at their level of experience 3) Avoid blame/shame 4) Classify problem in terms of nature and scope
3 parts of a troubleshooting problem [p86]
1) Cause(s) 2) Symptom(s) 3) Consequences (most important for company)
Types of Management Interfaces [p66-67]
1) Control Panel/Windows Settings 2) Computer Management (management consoles) 3) Registry Editor 4) Command Prompt/PowerShell
CompTIA Troubleshooting Methodology [p86-87]
1) Identify the Problem - Gather info - Duplicate the problem if possible - Question users - Identify symptoms - Determine if anything has changed - Approach multiple problems individually. 2) Research knowledge base/Internet, if applicable 3) Establish a theory of probable cause - Question the obvious - Consider multiple approaches - Divide and conquer 4) Test the theory to determine cause - Once the theory is confirmed (confirmed root cause), determine the next steps to resolve - If the theory is not confirmed, establish a new theory or escalate 5) Establish a plan of action to resolve the problem and identify potential effects 6) Implement solution or escalate as necessary 7) Verify full system functionality and, if applicable, implement preventative measures 8) Document findings/lessons learned, actions, and outcomes.
The CPU only has a limited amount of storage to store instructions. Thus it has to work with... [p70]
1) System memory 2) Mass storage
Disk Management [p72]
A GUI tool to format mass storage devices and manage partitions. The Disk Management snap-in lists disks, and shows partitions and unpartitioned space. You can use the tool to create and modify partitions, reformat a partition, assign a different drive letter, etc.
Snap-in [p66]
A Windows administrative utility that can be accessed in the Management Console. Each snap-in configures the settings for a different OS sub-system, such as disk management or user management.
Computer type: Laptops [p9]
A computer which integrates the display, system components, and input/output devices within a single portable chassis. Includes hybrid laptops (tablets). Sometimes called notebooks or subnotebooks (or "Ultrabooks" if they pass an Intel performance specification).
Computer type: Gaming Consoles [p12]
A computer with powerful CPUs, graphics processors, and networking capability. Uses a gaming pad/controller as (peripheral) input hardware, and may also include a camera and microphone.
Management Interface [p66]
A graphical or command-line tool used to perform some aspect of system configuration
Principle of Least Privilege [p75]
A security discipline that asserts that a particular user, system, or application be given no more privilege than necessary to perform its function. As a matter of course, you should only use an administrative user account to manage the computer; all other activity should be performed on a standard user account.
Access Control [p74]
A security measure that defines who can access a computer, device, data area, setting, or network, enforced by the user account system. User passwords provide authentication, and an administrator can configure privileges allocated to each user account.
Software (computer programs) [p4]
A set of instructions for the computer to follow; provides an interface for the user to control the computer
Driver [p40]
A small piece of code that instructs the operating system on how to operate specific hardware.
Computer [p4]
A system which manipulates data according to a set of instructions
Service [p68]
A windows process that does not require any sort of user interaction and thus runs in the background without a window.
Internet of Things (IoT) [p11]
A world where all sorts of things are embedded with processing and networking functionality. IoT includes home appliances, home automation devices, thermostats, security systems, modern cars (including UAV), IP cameras, streaming media devices, and medical devices.
Kernel [p40]
All operating systems have a kernel, which is a low level piece of code responsible for controlling the rest of the operating system. Windows uses a multiprocessor aware, pre-emptive multitasking kernel.
Disk Partitioning [p72]
Allows a single disk to be divided into multiple different logical areas, each of which can be accesses via the OS as a separate drive. A disk must have at least one partition for the OS to use it, and each partition must be formatted with a file system so the OS can read and write files to the drive.
Interface [p4]
Allows for information input or command selection. Ex: a) Input hardware allows user to interface with the computer b) OS allows interface between hardware, applications, and the user
Shell [p40]
Allows for interface between the user and the computer. Can be a command-line interface (CLI) (like Window's Disk Operating System) or a Graphical User Interface (GUI). Many OS's have more than one shell.
Task Manager [p67]
Allows the user to "kill" an unresponsive program/process, as well as monitor the PC's key resources.
Home Automation hub vendors [p11]
Amazon (Alexa), Samsung (S Voice), Apple (Siri), Logitech (Alexa/Google Assistant), Google (OK Google).
Information Technology system; Data [p4]
An IT system processes, stores, and transfers information (data)
Embedded OS [p43]
An OS which cannot be deleted from a computer/appliance (acts as firmware). Typically a static environment, it is not meant for frequent change (exception: gaming consoles/hubs/smart TVs/etc. where applications can be downloaded and changes can be made). Often specialized, limited, and designed to fit inside a certain type of machine/appliance (i.e. computers in traffic lights, cash machines, elevators, drinks machines etc.) They frequently perform time-sensitive tasks, and must have quick response times, therefore they often use Real Time Operating Systems (RTOS).
Repetitive Strain Injury (RSI) [p17]
An injury that occurs when the same task is carried out repeatedly for a long period, making use of the same muscles continuously. Symptoms include muscle pain, numbness, tingling, prickly heat, and loss of strength.
Operating System (OS) [p4]
Basic software environment
Performance monitoring tools [p41]
Can determine if a component is 'overworked,' and might require upgrading, or if a software application or driver is faulty.
Computer type: Cars [p12]
Cars can include Global Positioning Systems based navigation, in-vehicle entertainment, "Black box" event data recorder, automation (collision detection, parking assist), and even self-driving or parking systems.
CLI vs. GUI
Command Line Interface (CLI) or command interpreter allows direct command entry. Graphics User Interface (GUI) is a user-friendly desktop metaphor (symbols) interface.
CLI stands for... [p73]
Command Line Interface. The term "console" is often used interchangeably with "command line" or "command prompt" but they have different technical meanings in Windows and UNIX/Linux.
Original equipment manufacturers (OEMs) [p10]
Companies which source components from other companies and then assemble them into a branded computer system.
Input [p5]
Computer receives data entered by the user through peripheral devices
Processing [p5]
Data is written to memory and manipulated by the CPU, acting on instructions from the OS/software
Storage [p5]
Data may be written to different long-term types of storage, such as hard disks or optical disks, because data stored in most types of system memory is only preserved while the computer is powered on
Server vendors [p10]
Dell, HP Enterprise (HPE), Lenovo.
PC vendors [p10]
Dell, Hewlett-Packard/Compaq, Lenovo, Acer, Huawei (Samsung), Sony, Toshiba, & Asus for IBM PC-compatible systems. Others are Apple and Google.
All computer types [unit 1]
Desktop PC, Servers, Laptops, Smartphones, Tablets, Gaming Consoles, and IoT (home appliances, home automation devices/hubs, thermostats, security systems, modern cars, UAV, IP cameras, streaming media devices, medical devices).
Hardware [p4]
Devices and components that make up a computer system
Administrator vs. Standard User [p74]
Difference in access privileges. Standard users cannot change the system configuration and are restricted to saving data files within their own user profile or public profile folders.
Troubleshooting: Gather info + Research Symptoms [p89]
Either: 1) Question the user 2) Use a remote desktop took/travel to the user 3) View system, application, or network log files 4) Monitor other support requests to identify similar problems Document as much information as you can.
Troubleshooting: Plan of Action [p91-92]
Establish a plan of action to eliminate the root cause without destabilizing some other part of the system, keeping in mind what is most time/cost effective: 1) Repair 2) Replace (or upgrade) 3) Ignore (or find a workaround) Your plan should detail all steps and resources required to implement the solution.
Peripheral Devices [p4]
External hardware connected to a computer
Task Scheduler [p69]
Found in the Computer Management Console. Can be used to set tasks to run at a particular time or according to a set schedule. In Linux, the cron utility is used to run tasks or scripts at a particular time.
Troubleshooting: Theory of Probable Cause [p89-91]
From analysis of the symptoms, think about possible causes then eliminate them through testing to arrive at the root cause. ⚠️When testing, it is important not to make actual changes to the production system. Uncontrollable changes can be very difficult to reverse and could cause worse issues than the initial problem.
Internet [p6]
Global data communications network (worldwide network of networks based on the TCP/IP protocol).
Computer type: Smartphones [p10]
Handheld device with roughly the same functionality as a PC. Often touchscreen.
3 basic elements required for a computer to function [p4]
Hardware, software, user
Computer type: Medical Devices [p12]
Hospital technology, portable cardiac monitors/defibrillators, insulin pumps, fitness technology, etc.
Troubleshooting: Duplicating the Problem [p88]
If possible, observe the issue as it occurs, either: 1) Via remote desktop 2) By visiting the user, or 3) On a lab system or virtual machine If the problem cannot be repeated on a reference system, there might be an issue in the user's local environment
Local Users and Groups MMC snap-in [p77]
In professional/enterprise Windows editions, admins can use this Management Console snap-in to configure accounts. On a corporate network however, accounts and privileges are managed on a centralized server rather than on each workstation.
Basic Computing - 4 ways data moves through a computer system [p5]
Input, Processing, Output, Storage (and it mentions networks for exchange)
Local vs. Microsoft Accounts [p76]
Local account = on the computer only Microsoft account = connected to Microsoft cloud services. Can be used to sync multiple devices.
Smartphone/Tablet vendors [p11]
Main: Apple and Samsung. Other: LG, HTC, Huawei, Motorola/Lenovo, Microsoft, Nokia, Sony, & Amazon.
Unified Extensible Firmware Interface (UEFI) [p44]
Newer motherboards may use this instead of BIOS - it provides support for 64-bit CPU operation at boot, a full GUI and mouse operation at boot, and better boot security. May also support legacy BIOS mode.
Mass Storage [p70]
Nonvolatile means of storing information. Every PC comes with a least one mass storage device, or fixed disk (such as a hard disk or a Solid-State Drive (SSD)).
IBM PC [p6]
One of the first successful commercial PCs (1981). Also called x86 architecture/platform.
Computer type: Servers [p8]
Powerful computer that supports a number of users simultaneously in a computer network. Includes high quality components sometimes with redundancy to be fault tolerant. Note: "Server" refers to hardware as well as software.
Random Access Memory (RAM) [p5]
Principal storage space for volatile information such as computer data or program instructions. Volatile in that a loss of power or reboot will cause the data to be lost.
Output [p5]
Processed data is shown or played to the user through an output device, such as the monitor or speaker system
Utility Software [p40-41]
Provides additional functionality to the operating system in terms of configuring, maintaining, monitoring, and repairing the computer.
Basic Input/Output System (BIOS) [p44]
Provides industry standard firmware that operates the essential components of the PC and ensures that the design of each manufacturer's motherboard is PC compatible
Computer type: Unmanned Aerial Vehicles (UAV) [p12]
Ranges from full-size fixed wing aircraft to small multi-rotor hover drones.
Virtualization [p44]
Running multiple operating systems (or Virtual Machines [VM]) simultaneously on one physical computer. The VMs are managed by a hypervisor.
Hard Disk vs. SSD (when used as CPU memory) [p72]
SSD is much faster
How to create a local account on Windows 10? [p76]
Settings > Accounts > Family & other users > Add someone else to this PC > I don't have this person's sign-in information
Server OS [p42]
Similar to its workstation OS equivalent except that it is likely to include software packages (or roles) to run network services, use different licensing to support more users, and will likely use a simpler command-line interface rather than a GUI.
Software applications [p4]
Software which extends the range of things a computer can do beyond the OS
Gaming Console vendors [p12]
Sony (Playstation and Vita), Microsoft (Xbox), and Nintendo (Wii, 3DS, Switch)
Firmware [p44]
System software that provides the functions for interacting with hardware; not meant for frequent change.
Power-On Self-Test (POST) [p19]
The first job the basic input/output system (BIOS) performs, ensuring that essential peripheral devices are attached and operational. This process consists of a test on the video card and video memory, a BIOS identification process (during which the BIOS version, manufacturer, and data are displayed on the monitor), and a memory test to ensure memory chips are working properly.
Central Processing Unit (CPU) [p5]
The most important microprocessor that "runs" the OS and software programs; also known as the 'brains' of the computer, or, "a very efficient sorting device" [p213]. Receives instructions from system memory through the FSB and processes it.
Ergonomics [p17]
The study of factors affecting the performance of people at work. A poor working environment can cause health problems and decrease productivity.
Service Management [p68]
To configure, stop, or start a Service in Windows, use the Services snap-in in the Management Console.
An OS includes [p18]
Tools for configuring hardware (i.e. settings), file management tools, utilities.
Computer type: Tablets [p10-11]
Touchscreen devices smaller than a laptop, or a touchscreen laptop. Sometimes hybrid (includes a detachable/concealable keyboard) or "two-in-one" (both laptop and tablet).
Computer type: Workstation/Desktop [p6]
Type of PC housed in a case. Powerful but large; can be modified with higher specification components.
URL stands for... [p59]
Uniform Resource Locator
User Account Control (UAC) [p75]
Used to protect the computer from malicious software while simultaneously allowing standard users to perform tasks requiring administrative privileges. UAC runs accounts in a protected "sandbox." When users need to exercise administrative rights, UAC allows you to enter administrator's credentials or click through an authorization dialogue, entering into a secure mode to prevent third-party software from imitating the dialogue.
System Memory [p70]
Volatile memory (only preserved while system is powered up) provided by RAM modules.
Memory Management [p70]
When a process executes, it takes up space in system memory. If the system runs out of memory, processes will be unable to start, and running processes may crash. The OS will do the best it can with the resources available, but if there is not enough memory, the only solution is to install more memory, or run fewer programs simultaneously.
Memory Leak [p70]
When a program requests memory but never releases it, taking up system memory space. Open Task Manager (or other monitoring program), find the offending process and disable it from running.
Process [p67]
When a program starts, the application code executes in memory as a process. A process is the main unit governing a program and managing the memory resources allocated to it by the OS. A process may contain one or more threads, which are part of the program scheduled for execution by the CPU.
Virtual Memory / Pagefile [p71]
When the OS uses the fixed disk to supplement RAM by paging it to the disk. Can be configured in Advanced system settings in the System control panel, but in general its best left to the OS to manage.
Types of Workstation OS [p42, 46-52]
Windows (Microsoft), OS X/MacOS (Apple), Linux, and Chrome OS.
Types of Server OS [p42]
Windows Server, Linux, UNIX
Hotkey: Open application menu [p28]
[Alt]
Hotkey: Ignore Cached files when loading a webpage [p60]
[Ctrl + F5]
Hotkey: Open Explorer [p53]
[Start + E]
Hotkey: Open Start shortcut menu [p57]
[Start + X]
Hotkey: Next Box/Pane Previous Box/Pane [p29]
[Tab] Next Pane [Shift + Tab] Previous Pane
Hotkey: Task View [p21]
[Windows+Tab] Also to the right of the search bar in Windows 10
Workstation PC ability and performance mostly determined by: [p7]
a) CPU speed b) Size of system memory c) Capacity, speed, and type of main storage drive d) Optional components such as sound card/webcam e) Quality of peripherals (ergonomics) f) Graphics subsystem
Workstation OS market divided into three sections: [p42]
a) Enterprise client b) Network Operating System (NOS) or server OS c) Home Client
Considerations when installing a computer system [p15]
a) Environment b) Safety c) Health of user
Operating System functions [p40-41]
a) Interface between the user, hardware, and applications b) Control ("drive") hardware c) Configure, monitor, and maintain system health and functionality d) Data Management
Types of Operating Systems [p42-43]
a) Workstation, Server, and Mobile Device OS b) Open source vs. Commercial OS c) Changeable vs. Embedded OS
Types of mobile device OS [p42, 50-52]
iOS (Apple), and Android
