CONTENTS

Acknowledgments xxix
Chapter 1 The Path of the PC Tech 1
CompTIAA+ Certification ............................... 3
Who I s CompTIA? ................................ 3
The Path to Other Certifications ...................... 4
CompTIAA+ Objectives ................................ 5
Windows-Centric ................................. 6
Windows 10 ..................................... 7
Exam 220-901 ................................... 8
Exam 220-902 9
The Path co Certification 9
Finding a Testing Center ............................ 10
Exam Costs ...................................... 10
How to Pass the CompTIAA+ Exams .................. 11
Historical/Conceptual ......... ....... . ....... . ......... . 14
Chapter Review .. . .... . ..... . .. . .... . .................. 16
Questions ....................................... 16
Answers ......................................... 18
Chapter 2 Operational Procedures ...................................... 19
902 ................................................ . 19
The Professional Tech 19
Appearance ...................................... 20
The Traits of a Tech ................................ 21
Effective Communication 25
Assertive Communication ........................... 26
Respectful Communication .......................... 26
ElicitingAnswers .................................. 27
Expectations and Follow-Up ......................... 29
Tools of the Trade and Personal Safety ....................... 30
Electrostatic D ischarge (ESD) ........................ 30
Antistatic Tools ................................... 31
Electromagnetic I nterference (EMI) ................... 34
Radio Frequency Interference (RFI) ................... 34
Personal Safety ................................... . 34
Physical Tools .................................... 37
Troubleshooting Theory ............................ 37

xi
 Chapter 1: The Path of the PC Tech
9
Table 1-2 Domain Percentage
Exam 220-902 1.0 Windows Operating Systems 29%
Domains and
2.0 Other Operating Systems & Technologies 12%
Percentages
3.0 Security 22%
4.0 Software Troubleshooting 24%
5.0 Operational Procedures 13%

Exam 220-902
The CompTIA A+ 220-902 exam covers five domains.Table 1-2 lists the domains and
the percentage of questions dedicated to each domain.
The 220-902 exam covers the configuration, repair, and troubleshooting of the Win
dows operating system. You have to know your way around Windows and understand
the tasks involved in updating, upgrading, and installing Windows Vista, Windows 7,
Windows 8, and Windows 8.1. You need to know the standard diagnostic tools available
in Windows so that you can foe problems and work with higher-level techs. Make sure
you know Windows; 29% of the 220-902 questions are going to challenge you on this.
You need to know your way around the Linux and Mac OS X interfaces. Plus, the
220-902 exam tests you on accessing and properly using various tech tools for run
ning maintenance, backup, and so forth.The exam goes into lots of detail on iOS and
Android configuration, such as setting up e-mail and securing the devices. But it's not
just mobile devices ...
In general, security is a big topic on the 220-902 exam. You need to know quite a
bit about computer security, from physical security (door locks to retinal scanners), to
knowledge of security threats (malware and viruses), to the ways in which to secure an
individual computer. This also includes coverage of how to recycle and dispose of com
puter gear properly.
You'll also be tested on methods for securing networks. You'll need to know how to
access a small office/home office (SOHO) router or wireless access point and configure
that device to protect your network.
Additionally, this exam puts a lot for emphasis on operational procedures, such as safety
and environmental issues, communication, and professionalism. You need to understand
how to avoid hazardous situations. The exam tests your ability to communicate effectively
with customers and coworkers.You need to understand professional behavior and demon
strate that you have tact, discretion, and respect for others and their property.

The Path to Certification

You become CompTIA A+ certified, in the simplest sense, by taking and passing two
computer-based exams. There are no prerequisites for taking the CompTIA A+ certifi
cation exams (although there's an assumption of computer literacy, whether or not you
have one of the computer literacy certifications). There is no required training course and
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704
Linux production machines-generally servers-often lack the excess complexity of
Windows or Mac OS X systems and just work solidly. When you switch to the enthusiast
or dabbler systems that most of us use, on the other hand, they have all kinds of prob
lems. That's because the most common of those systems use random spare parts from old
Windows machines. You get what you pay for, I suppose.
Let's dive into troubleshooting now.

902
Failure to Boot
When a computer fails to boot, you need to determine whether the problem relates to
hardware or software. You'll recall from Chapter 10, "Implementing Hard Drives," that
a hard drive needs proper connectivity and power, and that CMOS must be configured
correctly. If not, you'll get an error like the one in Figure 17-1. We'll look more closely at
these sorts of scenarios in the first part of this section as a refresher.
Operating SysteH not found
Figure 17-1
If you see this
screen, the
problem is
with hardware.
Windows hasn't
even started
trying to boot.

But after the drive powers on and the POST completes successfully, the computer tries
to boot to an OS. Failure at this point gives you an entirely different set of errors, such as
BOOTMGR is missing (see Figure 17-2). You need a totally different set of tools from the
ones used to troubleshoot hardware or CMOS issues.
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1048
Subnotebooks
Unsurprisingly, the term subnotebook describes a portable computer that is smaller and
lighter than a regular notebook or laptop. This distinction is becoming increasingly moot
as more and more of the portable computer sales consist of devices that are technically
subnotebooks.
Netbooks For a time, netbooks offered a lightweight computing platform with low
cost and long battery life. These machines usually had displays in the 10-inch range,
small hard drives, and CPUs geared more for minimal power usage than raw speed.
While you may find some netbooks still in use, the category is basically dead. It's worth
realizing that even though the term netbook has fallen out of vogue, the need it met for
highly portable computing is bigger than ever. The netbook lives on in a few of the newer
portable device categories we're about to discuss.
A prime example of the netbook is the ASUS Eee PC, shown in Figure 24-3 sitting
on a full-sized laptop. This netbook has a 9-inch screen, a 1.6-GHz Intel Atom CPU,
a small solid-state drive, and runs a customized Linux distribution. One distinguishing
feature of these netbooks is the use of Intel's Atom processor. The Atom CPU is very
useful for keeping power usage down but has much less computing power than its more
power-hungry siblings. Therefore, most netbooks run lightweight operating systems bet
ter suited for their limited resources.

Figure24-3
ASUS Eee PC

-
sitting on a
.. .
t> r
- :
', -
normal laptop
.:..-:
.
'
'

Chromebooks The most direct successor to the netbook is the Chromebook. Techni
cally a Chromebook is just a portable computer running Google's Linux-based Chrome
OS, but the majority of Chromebooks are light, inexpensive, relatively modest in comput
ing power and storage, and on the small end of the laptop spectrum. Where netbooks had
to make a lot of sacrifices to deliver an ultra-portable with an emphasis on e-mail and Web
browsing, Chromebooks offer an experience focused on Web applications by making use
of virtually unlimited data storage in the cloud and software as a service (SaaS) applications
available over the Web. The rapid adoption of Chromebooks, especially in schools, is in
many ways a story about just how far Web applications have come in the last several years.
Ultrabooks Thin, light, and powerful, Ultrabooks are as much about power and
portability as they are about looks. Uluabooks are for people who can't give up the
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1309
Competency Chapter(s)

Unable to install printer 27

Error codes 27
Printing blank pages 27
No image on printer display 27
Tools 27
Maintenance kit 27
Toner vacuum 27
Compressed air 27
Printer spooler 27

220-902 Exam Objectives

Competency Chapter(s)

1.0 Windows Operating Systems

1.1 Compare and contrast various features and requirements of
Microsoft Operating Systems (Windows Vista, Windows 7, Windows 8,
Windows 8.1).
Features:
32-bit vs. 64-bit 3,4
Aero, gadgets, user account control, bit-locker, shadow copy, system 3, 4, 6, 9, 12, 14,
restore, ready boost, sidebar, compatibility mode, virtual XP mode, 17, 28
easy transfer, administrative tools, defender, Windows firewall, security
center, event viewer, file structure and paths, category view vs. classic
view, previous versions.
Side by side apps, Metro UI, Pinning, One Drive, Windows store, 3, 16, 17, 19, 25
Multimonitor task bars, Charms, Start Screen, Power Shell, Live sign in,
Action Center.
Upgrade paths - differences between in place upgrades, compatibility 12
tools, Windows upgrade OS advisor
1.2 Given a scenario, install Windows PC operating systems using
appropriate methods.
Boot methods 12
USB 12
CD-ROM 12
DVD 12
PXE 12
Solid state/flash drives 12