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Phase 2

Maintaining and Documenting Computer Systems

A large part of your day-to-day duties as a PC tech will involve maintaining computer and server systems and documenting your work. In this Phase, you will build on the basic skills you learned in Phase 1, “Installing Hardware and Software.” You will discover how to leverage those elementary tasks and learn how to perform regular maintenance tasks on computers.

Among other tasks, you’ll learn how to identify a motherboard, how to clean and oil cooling fans, how to flash BIOS, and how to roll back device drivers. So take the book over to your lab computer and get ready for the next step.

Task 2.1: Identifying a Motherboard

On occasion, you may have to replace a computer’s motherboard. Most of the time the type of motherboard is easily identified by the documentation that came with the computer. Sometimes, though, you won’t be able to locate any relevant information about the motherboard. In this case, you can use one of a number of handy (and free) utilities that have the ability to extract that information from the system BIOS and other sources on the device.

Objective

This task covers objective 220:801:1.2.

Scenario

You have been assigned to replace the motherboard of an older server that has been providing print services to one of your company’s branch offices. You attempt to locate the computer’s documentation but it can’t be found. You open up the server’s case and examine the motherboard but can’t determine the make and model. You close the server, power it up, and log on. Then you open up a web browser to begin the process of identifying the motherboard.

Scope of Task

Duration

This task should take about 10 to 15 minutes, including download and installation time.

Setup

You’ll need a computer with an Internet connection. This task also requires that you download and install software that can query your computer and gather relevant information.

Caveat

This method isn’t practical if you are trying to identify the motherboard of a computer that is nonfunctional. Also, this task was performed on a Windows 7 Professional 64-bit computer but is applicable to other Windows PCs.

Procedure

This task will teach you the steps to take in identifying a motherboard.

Equipment Used

You won’t need any special equipment for this task, but you will have to download and install a piece of software on your computer to query the motherboard’s BIOS and other resources.

Details

This task will take you through the process of searching for a motherboard’s make and model.

Download, Install, and Run Belarc Advisor

1. At a computer with an Internet connection, open a web browser.

2. Type in the following URL: www.belarc.com/free_download.html.

I found the site mentioned in Step 2 by using the search string “finding the motherboard model in Windows 7.” Since the Internet is very changeable, if the URL is not available when you attempt this task, use the same string in any search engine and locate a site with the same or a similar tool. Please keep this suggestion in mind for any other URL you encounter in this book.

3. Read all of the instructions on the belarc.com website when it loads, and then click the Click Here to Download Your Free Copy of the Belarc Advisor button.

4. When the Save As window appears, navigate to the location on your computer where you want to save the advisorinstaller.exe file and then click Save.

5. Navigate to the location where you saved advisorinstaller.exe and double-click the file to launch it.

6. When prompted to allow the Belarc executable access to your computer, click Yes.

7. When the Belarc Advisor license agreement box appears, click I Agree.

8. When the Belarc Advisor Installation box appears, click Install.

9. When the Belarc Analysis—Check for New Definitions box appears, click No (the latest definition will not be necessary for this task). You can optionally select the Remember This Choice and Don’t Ask Me Again check box if desired.

10. After the Belarc Advisor runs and the results are displayed, locate the section for Main Circuit Board and document the information found there.

The output of the Belarc Advisor provides a great deal of useful information about your computer, including details about the operating system, system model, processor, any hosted virtual machines present, memory modules, drive volumes, and so forth. In addition, it provides information on security benchmarks for the computer as well as assessing virus-protection software and how up to date Microsoft security updates are for the Windows computer.

Criteria for Completion

You will have successfully completed this assignment when you have located all of the information to identify your computer’s motherboard.

Task 2.2: Identifying a Power Supply

While the utility used in Task 2.1 has the ability to present a report on almost every system that makes up your PC, it can’t do everything. One device it does not identify is the power supply attached to the computer. As you might imagine, if you should ever need to replace the power supply on the PC, you would need to know the make and model required by your computer.

You can also refer to the motherboard manual for the computer noting its requirements for wattage, correct ATX connector, correct peripheral connectors such as Molex, SATA, and so on, then when you are looking for a replacement power supply unit, verify that it meets all of the computer’s specified requirements.

Objective

This task covers objective 220:801:1.8.

Scenario

You have recently replaced the motherboard on a computer that functions as a print server for one of your company’s branch offices. You receive another trouble ticket for the same device stating that the PC is subject to intermittent reboots. You investigate and determine that the power supply may be failing. You will still need to test the power supply to be sure, but you want to identify the proper replacement unit, should it become necessary.

You are unable to locate any documentation identifying the power supply, and there are no identifying markings in the unit itself. You will need to determine the correct power supply to use as a replacement based on the make and model of the computer.

Scope of Task

Duration

This task should take about 10 minutes.

Setup

All you’ll need is a computer with an Internet connection. You will only be identifying the correct power supply to be used for your computer.

Task 2.3 will show you how to test a potentially failing power supply and how to replace the unit in a computer.

Caveat

All you will need to know is the manufacturer, make, and model number of the computer that may require the new power supply. This task is as easy as knowing how to use a search engine.

Procedure

This task will teach you how to determine the correct power supply required by your computer.

Equipment Used

You will need no special equipment for this task.

Details

This task will take you through the process of searching for the correct power supply for a computer.

Locating the Correct Power Supply for Your PC

1. Verify that you have the specifications for your computer available.

2. Open a web browser and use a search engine to enter a search string such as “power supply for dell precision t3500.”

You must enter the specific make and model for the computer for which you want to find the correct power supply.

3. On the search results page, locate one or more links that provide specific information regarding the correct power supply type for your computer and click a suitable link, or click the Shopping Results link for the power supply to see locations where you might purchase the appropriate device.

4. If you desire to do so, select a link where you can purchase the correct power supply, and proceed through the online purchasing process.

Criteria for Completion

You will have successfully completed this task when you have identified the power supply most suited to your computer and determined its pricing and availability.

Task 2.3: Performing a Quick Test and Replacing a Power Supply

Now that you have determined the correct model of power supply required for your computer, you will need to know how to verify that the power supply is actually failing and, if it is, how to replace it.

See Task 2.2 for more details on the current scenario.

While you are reasonably convinced that the power supply of the computer is failing, you will need to test it to be sure, prior to purchasing and installing a replacement unit. Although you can perform an extensive test on the power supply using a multimeter, there is a quick test that will almost always determine if a power supply is bad, and it takes only a few minutes.

Objective

This task covers objectives 220:801:1.8 and 220:802:4.1.

Scenario

You previously received a trouble ticket (Task 2.2) stating that the computer used for print services at one of your company’s branch offices has been spontaneously rebooting. This is a likely symptom of a failing power supply. You have determined the type of power supply required if the unit needs replacing. You have a replacement unit in your department’s inventory, so you take the replacement unit, along with your tools, to the branch office to test and, if necessary, to replace the power supply.

Scope of Task

Duration

This task should take 30 minutes, which includes performing the quick test and replacing the power supply unit.

Setup

To test the power supply, all you’ll need is a paper clip or other short length of conductive metal. This is a good test if you don’t want to remove the power supply from the computer until you are sure it is bad. For this task, you probably won’t want to remove and replace your lab computer’s power supply, but you can do so for the full effect.

Caveat

When you insert the paper clip into the 20/24-pin motherboard connector from the power supply, do not touch the paper clip while you are applying electrical power to the power supply. It will impart a rather nasty shock if you do. Make sure you follow all instructions for this task carefully for your own safety and the safety of your computer.

While the process of removing and replacing a power supply isn’t complex, it can be cumbersome. Also, the power supply is the largest and heaviest single component in a computer’s case. Proceed slowly and carefully with all the steps in this task.

This task assumes you will be testing a power supply for an ATX motherboard, rather than an AT motherboard, which is an obsolete form factor not covered in the CompTIA A+ exams. The paper clip test works with all ATX power supplies.

Procedure

Equipment Used

You will need to have a paper clip, which you will unfold and bend into a “u” shape. You will also need to have the type or types of screwdrivers needed to remove the screws attaching the access panel to your PC’s case and to remove the attachment screws holding the power supply in place.

Details

This task shows you how to test a potentially failing power supply and then how to replace the power supply with a new unit.

Testing and Replacing a Power Supply

Testing a Power Supply with a Paper Clip

1. Arrange your tools and take a common paper clip, unfold it, and bend it into a general “u” shape.

2. Power down the computer and unplug the power cable from the back of the power supply.

3. Use ESD precautions before opening the PC case.

4. Remove the screws attaching the access panel to the PC case.

5. Remove the access panel and set it aside.

6. Locate all of the wires that connect the power supply to the various computer components including the motherboard, and disconnect them carefully.

Make sure you note which wires go to which component connections so you can replace the power leads after the test is complete.

7. Locate the 20- or 24-pin motherboard connector that supplies power to the motherboard.

8. Locate the green wire (the power-on wire) which is attached to pin 16 on a 24 pin connector and pin 14 on a 20 pin connector.

9. Insert one end of the paper clip into the pin opening for the green wire, making sure the paper clip end is making firm contact.

10. Insert the other end of the paper clip to the pin opening for any black wire (black wires are ground wires).

11. Release the paper clip and verify that both ends have a firm contact inside their pin openings.

12. Plug the power cable back into the power supply, and look to see if the fan spins up.

If the fan fails to spin, the power supply is bad and must be replaced.

13. Unplug the power cable from the back of the power supply.

14. Remove the paper clip from the motherboard connector pin openings.

Since you have determined that the power supply is bad, according to the scenario, your next step is to remove the power supply and replace it with a known-good unit. If you don’t want to remove the power supply in your test computer only to put it back again, you can just replace all of the connections and end the task. Otherwise, continue to follow the subsequent steps. See Task 1.5 for further details.

Replacing a Power Supply in a Computer

1. Remove the power cable from the power supply at the back of the PC case.

2. Locate the screwdriver that is appropriate for removing the screws attaching the power supply to the PC case (most likely a Phillips screwdriver).

3. Remove the screws holding the power supply to the PC case, while supporting the power supply inside the case with your other hand.

4. Once the power-supply screws have been removed, use the hand supporting the unit to slide it forward, toward the front of the PC case, until the power supply comes completely free.

5. Remove the power supply from the PC case and set it aside.

6. Remove the new power supply from its packaging.

7. Verify that all packaging and other unnecessary items are removed from the power-supply unit and all its connectors.

The paper clip test is also a quick and easy way to verify that a new power supply is good. Occasionally, electronic components can be faulty, even when they come straight from the retailer.

8. Continuing to observe ESD precautions, carefully insert the power supply in the case, holding it toward the top of the case.

9. Slide the unit toward the back of the case until the screw mounts match those on the PC case and the power-supply electrical socket matches the aperture in the case.

10. Supporting the unit with one hand, replace the mounting screws on the back of the PC case.

11. Once the power supply is securely mounted, replace all of the internal connections between the power supply and the drive units, motherboard, and other components, making sure that each connector is correctly oriented and fitted securely.

Unless the power-supply unit and all of the connectors are exactly identical to the old unit, you may want to consult with the documentation for the replacement power supply to verify how the connections are correctly made.

12. Arrange the internal connector cables, including any unused cables, so that they don’t impede airflow on the inside of the PC case.

Some power supplies use a modular system that lets you remove any unused cables from the unit.

13. Reconnect the power cable to the power supply at the back of the PC case.

14. Before reattaching the PC-case access panel, power up the computer.

15. Watch the monitor for any error messages and listen for any beep signals.

16. Once you’ve verified that the computer boots and runs normally, replace the PC-case access panel and secure it with the panel’s screws.

Criteria for Completion

You will have successfully completed this task when you have replaced the power-supply unit and verified that the computer boots and operates normally. If the original symptom was a periodically rebooting computer, you may have to remain near the computer for 30 minutes or so to make sure the computer runs consistently. Notify the staff at the branch office to monitor the computer after you leave so you can make sure that it continues to run normally.

Task 2.4: Searching for Windows Vista Drivers

Historically, Windows Vista has had a reputation for not supporting various devices. This was expected when it was first released, but after the first service pack was issued, it continued to be a problem. Although device support in Vista today isn’t the issue it was in the past, you may still have some difficulty in locating Vista-compatible drivers. This task will make that job a lot easier.

Objective

This task covers objective 220:802:1.2.

Scenario

You have received a trouble ticket stating that the HR manager is unable to print from her laser printer. You know that she has just had an older Windows Vista computer installed in her office. You receive instructions from your supervisor to search for and install the drivers that will allow her to print. The instructions include the URL www.radarsync.com/vista/. You proceed to the HR manager’s office to respond to her request.

Scope of Task

Duration

This task should take at most about 15 minutes, which includes searching for and downloading the drivers.

Setup

There’s no special setup for this task beyond Internet access and having a Windows Vista computer.

Caveat

If you are trying this task from a computer with an operating system other than Vista, you can select another operating system version, including 32-bit or 64-bit support, on the site. However, since you won’t need to actually install the drivers, this won’t pose a problem.

Procedure

This task will show you how to locate and download device drivers for Windows Vista computers.

Equipment Used

No special equipment is required.

Details

This task will show you the steps required to locate and download device drivers compatible with a Windows Vista computer.

Locating Device Drivers for a Windows Vista PC

1. At the Windows Vista computer, log in with an account that has administrative privileges.

2. Open a web browser and go to www.radarsync.com/vista/.

3. Scroll down the page until you locate the manufacturer for the device you are seeking (by default, the page lists only 20 items in the search results, so not all possible devices are listed).

4. If the device you are looking for isn’t immediately visible, under Limit to Category, click the name of a manufacturer and then look through the available results, or use the Search box to search for a specific device.

5. Locate the name of the required device, and then click on its name.

6. Click the Download the Latest Version button.

Criteria for Completion

You will have successfully completed this task when you have located and downloaded the Vista-compatible drivers for the desired device.

Task 2.5: Listing All of the Drivers Installed on a Windows 7 PC

You may think that using the Device Manager is the only way to find out what drivers are installed on a Windows computer, but Windows XP, Windows Vista, and Windows 7 offer another solution. You can use the DriverQuery command-line utility to show you a comprehensive list.

Most people, except for actual Windows system administrators, don’t associate administering Windows with the command line. However, the command line is a powerful tool for performing a large number of helpful tasks. This task shows you only one small sample. If you go on to administer Windows systems, you will be required to learn a great deal more.

Objective

This task covers objective 220:802:1.2.

Scenario

You have recently installed drivers for a laser printer on the HR manager’s Windows 7 computer. The printer now works flawlessly, but the HR manager is concerned about what her new PC does and doesn’t support in terms of drivers. Your supervisor has directed you to generate a printable list of the drivers currently installed on her computer using the DriverQuery command-line utility. The other requirements for this assignment are that the list be verbose, showing the filename and the size of each driver, along with being “human-readable.” You proceed to the HR manager’s office to fulfill the request.

Scope of Task

Duration

This task should just take a few minutes.

Setup

There’s no special setup for this task. You can perform this task on Windows XP, Windows Vista, and Windows 7 computers.

Caveat

While the task is straightforward, as with many command-line tools, a number of arguments or switches are available to tailor the output of the command. To find out more, go to http://technet.microsoft.com/en-us/library/bb490896.aspx.

Procedure

This task will show you how to generate a printable list of drivers installed on a Windows Vista computer.

Equipment Used

No special equipment is required.

Details

This task will show you the steps required to use the command line to create a drivers list.

Listing All of the Drivers on a Windows Vista Computer

1. Log in to the Windows 7 computer.

2. Click the Windows Start button.

3. Click Search, type cmd in the Run box, and then press Enter to open a command-line window.

4. At the prompt, type driverquery /v /fo list >drivers.txt and then press Enter.

5. At the command prompt, type drivers.txt and then press Enter.

6. After the text document opens, if you want to print the document, click File &menuarrow; Print. Otherwise, save it to a shared folder on the network or at a location where your supervisor instructed you to store the file.

This document can be very long, so don’t print it unless you absolutely need to have a hard copy.

The driverquery /si command can be used to check which drivers on the computer hare signed.

Criteria for Completion

You will have successfully completed this task when you have generated a text file containing a list of all the drivers installed on the Windows 7 computer.

Task 2.6: Cleaning Fans

Dust usually enters a computer case through the cooling and power-supply fans. These fans can also become dusty and eventually will start to spin more slowly, losing effectiveness. You must regularly clean the fans in order to make sure that cooling efficiency inside the computer case remains at optimal levels.

Objective

This task covers objective 220:801:1.6.

Scenario

As part of the process of maintaining the computers in your company, you have been assigned to clean and maintain the cooling fans. You are starting by cleaning the fans in your desktop computer in the IT department.

Scope of Task

Duration

This task should take about 10 minutes or so.

Setup

There is no special setup for this task.

Caveat

Due to the amount of dust that can accumulate inside a PC case, it is recommended that you do the task in an area where you don’t mind making a mess. Also, wear clothing that you don’t mind getting dirty. Before cleaning out the fans, you may want to use your can of compressed air to blow off all of the random dust that has collected inside the computer case.

Procedure

This task will show you how to clean the dust out of a computer’s cooling fan.

Equipment Used

You’ll need a can of compressed air, which can be purchased at any computer repair or supply store, and a small brush such as one used for painting watercolors or for cleaning delicate equipment. You can probably find such a brush at any art store or hardware outlet.

Details

This task will show you the steps necessary to clean the cooling fans in a computer.

Cleaning the Computer Fans Using Compressed Air and Brushes

For this task, it is assumed your computer is powered down and the case is already open.

1. Locate the can of compressed air.

Remember to take ESD precautions before touching the inside of the computer case.

2. Direct the long nozzle on the compressed-air can toward the cooling fan.

Using compressed air to clean computer fans in Step 2 may or may not be difficult, depending on the design of your computer case and how components are placed. Also, extended cleaning of fans with compressed air is not advised because it is possible for the fans to be damaged. Limit the amount of time you spray the compressed air onto fans to just a few seconds.

3. Depress the trigger on the can and direct air at and around the cooling fan.

4. Direct air at and around the chassis of the power supply.

5. From outside the case, spray all visible fans, making sure to clear off as much dust as possible.

6. Check inside the case and see if any additional dust was dislodged.

7. Use the compressed air to clear out any additional dust.

8. Put down the air can and pick up the brush.

9. Reach inside the case and gently brush the fan, including the blades and other components.

10. Repeat Step 9 on the outsides of the fans, including the power-supply fan.

11. Check one last time to see if any more dust has been dislodged inside the case.

12. Clean out any dust you find with compressed air.

This task shows you how to clean a computer that has a separate external cooling fan; however, some computers do not have this feature.

13. Replace the access panel.

14. Replace the screws holding the access panel in place.

Criteria for Completion

You will have successfully completed this task when the computer’s fans are clear of built-up dust.

Task 2.7: Oiling Fans

Along with cleaning fans, you occasionally have to oil them. Fans in a computer have lubrication around their bearings, but eventually that runs dry. When this happens, the noise from the fan becomes louder and quite annoying; this is a sign that the fan bearings are starting to wear out. If you let this go on, the fan will become slower and slower and eventually will stop spinning altogether. That usually means disaster for your power supply and CPU.

Oiling the power supply fan from the outside of the unit is a fairly routine task however, you should never open a power supply. Even with the computer completely powered down, touching the inside of a power supply can be extremely hazardous.

Objective

This task covers objective 220:801:1.6.

Scenario

As part of your regular maintenance duties, you have been assigned to periodically oil the fans in the company’s computers. Right now, you are about to perform this task on your own PC in the IT department.

This task picks up where Task 2.6 left off.

Scope of Task

Duration

This task should take about 15 or 20 minutes.

Setup

There is no special setup for this task.

Caveat

Although you can use this procedure to oil all the fans in your computer, this task will focus on oiling the bearing in the power-supply fan. Be careful not to use too much oil.

Procedure

This task will teach you how to oil the bearings of fans in a computer.

Equipment Used

You’ll need a small can of oil and a screwdriver. Either three-in-one oil (the mineral-based version is better than the vegetable-based product) or sewing-machine oil is acceptable. You will need to keep a paper or cloth towel available to soak up excess oil.

Do not use WD-40 for this task. WD-40 and products like it are not lubricants. They are made mainly of kerosene with only a little oil. The kerosene will quickly evaporate and the tiny amount of oil that’s left won’t last long in rapidly spinning fan bearings.

Details

This task takes you through each of the steps necessary to oil the power supply fan bearings.

Oiling a Power-Supply Fan

Accessing the Fan Bearings

1. Locate the power-supply fan at the back of your computer.

2. Locate your screwdriver.

3. Remove the screws holding the finger guard in place over the fan.

There are all kinds of ways the guard can be secured over the power-supply fan. Step 3 refers to only one method. Your computer may be built differently.

4. Remove the finger guard.

The screws also hold the fan in place, but it’s unlikely that it will fall out given the lack of space in the fan casing.

5. Locate the adhesive sticker over the center of the fan.

6. Gently pull the sticker aside.

If you accidentally pull the sticker off or rip it, when you have finished oiling the bearings, just put a large piece of tape over the area that was covered by the sticker.

7. If there is a rubber or plastic cap covering the bearings, remove it.

Smaller fans typically cover the bearings with just the sticker, but larger fans will likely have the cap as well. When you open the cap (if it has one), you’ll see either ball bearings or sleeve bearings inside.

8. Locate the can of oil.

9. Carefully put oil inside the bearing case, but do not overfill.

Excess oil can leak out of the bearing case, no matter what you seal it with.

10. Let the computer sit in position for a few minutes to let the oil permeate the bearings.

11. Soak up any excess oil.

If the back of the fan has any excess oil on it, the sticker will fail to adhere.

12. If the fan came with a cap, replace it.

13. Replace the sticker.

14. Replace the finger guard.

15. Replace the screws holding the guard and the fan in place.

16. Wash your hands.

Chances are you got some oil on your hands during this procedure, and you don’t want to get oil all over your keyboard and mouse.

Verifying That the Fan Functions

1. Power up your computer.

2. Listen to the power-supply fan as the computer powers up.

3. Verify that the fan is spinning smoothly and quietly.

Criteria for Completion

You will have successfully completed this task when you have oiled the bearings and verified that the fan is spinning normally.

Task 2.8: Defragging a Hard Drive

Information stored on hard drives using the Windows file systems FAT 32 and NTFS are prone to file fragmentation. As data is added to the drive, it is written sequentially on the drive platters; as information is accessed and edited, however, parts of the files are moved out of sequence. This means that the read/write heads in the drive must zip to and fro locating the different pieces of a single file. Defragmenting the drive improves read performance. This is a regular maintenance task. Desktops should be defragged once every couple of weeks to once a month, depending on how heavily they are used. Servers should be defragged on a weekly basis.

Occasionally, you’ll hear the question “Can defragging too frequently damage a hard drive?” While it’s true that defragging a drive does involve a certain amount of wear on the drive, it is the general consensus among hardware gurus that allowing your drive to go too long without being defragged is far more damaging than the defrag process.

Objective

This task covers objective 220:802:1.7.

Scenario

You have been assigned to defragment the hard drive of a Windows XP machine being used as a print server for a small branch office. You are working after regular business hours, so the end users won’t need to access print services while you’re performing the defrag.

Scope of Task

Duration

Depending on the size of your hard drive, how much data is on board, how badly fragmented the data is, and how full the drive is, this process could take several hours.

Setup

No special setup is required for this task. The example uses Windows XP Professional. Defragging is slightly different on a Windows Vista or Windows 7 computer.

Caveat

This is a pretty straightforward task with very few “gotchas.” It just takes some time.

Procedure

This task shows you the steps to take in defragmenting a Windows XP computer.

The steps are the same or substantially similar but not identical for other Windows operating systems.

Equipment Used

No equipment is required for this task.

Details

This task will take you through the steps to defragment a hard drive/disk running Windows XP.

Performing a Disk Defrag on a Windows Computer

1. Sitting at the keyboard of the computer, click Start and then click My Computer.

2. Right-click the drive you want to defrag, which will most likely be the C drive.

3. Select Properties.

4. The Local Disk (C:) Properties box will open. Click the Tools tab.

5. Under Defragmentation, click the Defragment Now button.

6. Click Analyze.

When the analysis dialog box opens, click Defragment. The defragmentation process will begin. The defragmentation process could take a long time. All you can do is periodically check on its progress until it finishes.

7. A dialog box will open telling you that the process has completed. Click Close.

8. Close the disk-defragmentation utility.

9. Close the Disk Properties box.

10. Close the My Computer box.

11. Log off the computer.

Criteria for Completion

You will have successfully completed this task when the disk-defragmentation utility reports the disk has been defragmented.

Task 2.9: Scheduling Automatic Defragging in Windows 7

One of the things that always bugged me about the Windows XP defragging utility is that there wasn’t an option to schedule the tool to run automatically. After all, defragging is a task that just begs to be done at two in the morning when you’re asleep. I can’t believe that Microsoft waited until Windows Vista to implement this option. Fortunately, they finally got around to it and then continued to make this option available in Windows 7.

Objective

This task covers objective 220:802:1.7.

Scenario

You have received a trouble ticket directing you to report to the Support department for your company and schedule each of their Windows 7 computers to automatically run the defragmentation utility every Tuesday starting at 2 a.m. This specific day and time are required since the help desk staff’s regular hours are from 6 a.m. to 8 p.m. seven days a week and the other automatic tasks are scheduled to be performed on most of the other available days and times when the help desk is not open.

Scope of Task

Duration

This task should take only a few minutes.

Setup

No special setup is needed for this task, but you will need to have a computer running Windows 7 available. You can also perform this task on a Windows Vista computer.

Although the scenario requires that you perform this task on numerous computers in a support department, to successfully complete the task you need only to set the defragmentation schedule on one Windows 7 computer.

Caveat

While the good news is that the Windows defragmenter utility has the ability to be scheduled, there are a few points of bad news. The first point isn’t bad news as such but could potentially pose a problem. By default, the Windows 7 defrag utility is enabled and scheduled to run every Wednesday, starting at 1 a.m. If you are unaware of this fact, you may have other automatic tasks set to run at the same time. It’s best to have all of your after-hours tasks running at different days and times to prevent any sort of conflict.

Another downside to the Windows 7 defragger is that it runs in the background, providing no visual representation of the defragmentation process. You are not presented with a graphic illustration of the state of the hard drive’s fragmentation before and after the utility runs.

Procedure

This task will instruct you on how to schedule the Windows 7 defragmentation tool to run automatically at a specific time and day of the week.

Equipment Used

No special equipment is needed to complete this task.

Details

This task will show you how to set up the Windows 7 defragger to run automatically on a regular schedule.

Scheduling the Windows Windows 7 Defragmentation Tool to Run Automatically

1. Click the Windows Start button and, in the menu that appears, click Control Panel.

2. Click Performance Information and Tools, and then click Advanced Tools.

3. On the Advanced Tools page, click Open Disk Defragmenter.

4. Click Configure Schedule.

5. When the Disk Defragmenter: Modify Schedule dialog box appears, next to the Frequency menu, select Weekly.

6. Next to the Day, select Tuesday.

7. Next to the Time, select 2:00 AM.

8. Click Select Disks and in the Select Disks for Schedule box, select the disk or disks you want to be defragmented on this schedule.

9. Click OK in the dialog box and then click OK again to close the utility.

The defragmentation utility is now scheduled to start the tool every Tuesday at 2 a.m.

Criteria for Completion

You will have successfully completed this task when you have set the defragmentation tool to run each Tuesday at 2 a.m. and have closed the utility.

Task 2.10: Defragmenting a Single File

As you are likely aware, it can take quite some time to defragment an entire hard drive, depending on the extent of the drive’s file fragmentation and the system load on the computer. There may be times when you want to quickly optimize a single file that, due to heavy computer use, has been fragmented extensively across the hard drive. Both Windows Vista and Windows 7 offer the option of defragmenting an individual file on the computer’s hard drive, but not natively.

This scenario requires that you download and install a utility called Contig, which is free from Microsoft. The utility is ideal for defragging a large, often-used file such as a virtual machine image. While downloading and installing Contig is outside the scope of this task, the process is very easy to do. Go to http://technet.microsoft.com/en-us/sysinternals/bb897428.aspx and follow the instructions to install the tool on your Windows computer.

Objective

This task covers objective 220:802:1.7.

Scenario

You have been tasked with performing a defragmentation on a virtual machine in a file called vsrv01.vmx on a test machine in your IT department. The machine is running Windows 7 and has the Contig utility installed and available. You have been given the instructions for using Contig to complete your task. You are in the server room at the keyboard of the Windows 7 computer and are ready to begin.

Scope of Task

Duration

This task should take no more than a few minutes, depending on your degree of comfort in using the command-line utility and the size of the file you choose to defragment.

Setup

No special setup is needed for this task. You can perform this task on either Windows Vista or Windows 7. A Windows 7 machine was used for the purpose of this task.

Caveat

As previously mentioned, the Contig tool requires that you use the command line. One big downer is that you must run Contig from the folder where the Contig.exe file is located. You cannot open the command prompt, navigate to the location of the desired file, and then execute the contig command, even if you run the command prompt as administrator. If you do, you will get an error message stating that contig is not recognized as an internal or external command. However, you could put the file anywhere on the PATH such as C”WindowsSystem32 so that you could use the Contig tool anywhere.

Procedure

This task will tell you how to use the Contig utility to defrag a single file on a Windows 7 computer.

Equipment Used

No special equipment is required, but you will need to be working at a Windows Vista or Windows 7 computer that has Contig installed.

Details

This task will take you through the process of defragmenting a single file on a Windows 7 computer using Contig.

Installing Contig on Windows 7

1. On a Windows 7 machine, open a web browser and go to http://technet.microsoft.com/en-us/sysinternals/bb897428.aspx.

2. On the Windows Sysinternals Contig page, click Download Contig.

3. Use Windows Explorer to navigate to where you saved Contig.zip, right-click the zip file, and then click Extract All.

4. Open the extracted Contig folder and then double-click Contig.exe to launch the installer.

5. When prompted by the Security Warning dialog box, click Run.

6. When the License Agreement box opens, click Agree.

7. In Windows Explorer, navigate to the location of the Contig folder.

8. Press and hold the Shift key, and then right-click the Contig folder.

9. When the menu appears, select Open Command Window Here.

10. To test Contig, at the command prompt, type contig -a and press Enter.

Executing contig -a returns information about how fragmented the files are in the current directory by analyzing the fragmentation.

Using Contig to Defragment a Single File on a Windows 7 Computer

1. Log in to the computer using an account with administrator privileges.

2. Use Windows Explorer to navigate to the folder where you installed Contig.

3. Press and hold the Shift key, and then right-click the folder where you installed Contig.

4. When the menu appears, select Open Command Prompt Here.

You must press and hold the Shift key in order for the Open Command Prompt Here option to be available. Also, you must click on the folder in the right or main Explorer pane and not in the left menu pane.

5. At the command prompt, type Contig <filename>, where <filename> is the path to the file you want to defragment.

The full path to the file will look something like C:UsersJMPylesVirtual_Machinesvsrv01.vmx.

6. Press Enter to begin the defragmentation of the file.

To run Contig and see a printout in the command-prompt window of the defrag process, use the -v switch after specifying the path, such as C:UsersJMPylesVirtual_Machinesvsrv01.vmx -v.

Criteria for Completion

You will have successfully completed the task when you have executed the command and the file has been defragmented.

Task 2.11: Updating Security Patches

While Windows computers can be set to automatically check for Windows updates occasionally, you may want to perform this process manually, particularly in the event that a computer has not been online for quite some time or has been manually configured to not check for updates. A Windows computer that is online but not updated is a problem looking for a place to happen.

Objective

This task covers objective 220:802:1.7.

Scenario

You have received a trouble ticket stating that one of the managers in your office has been on a sabbatical for several months and not been available to use her computer. She is returning to the office next week and wants her Windows 7 PC serviced and updated before she returns. You have also been told that she had previously set her computer to not automatically check for updates and you have been directed to change this setting on the computer so it will check for Windows updates but still allow the manager to choose whether to download and install them.

You arrive at her office, power up, and log in to her computer as domain administrator. You want to manually update her computer so that it has the latest Windows hotfixes and updates available.

Normally once a Windows computer is powered up and connects to the Internet, it should automatically check for updates, but this computer is not configured to perform that task.

Scope of Task

Duration

This task should take about 10 minutes or so.

Setup

No special setup is required beyond having a Windows 7 computer that is connected to the Internet.

Caveat

This should be a relatively straightforward task.

Procedure

This task will show you how to manually run Windows Update.

Equipment Used

You won’t need any special equipment.

Details

This task will take you through the steps to run Windows Update manually and then change the update settings to let the computer automatically check for Windows updates.

Manually Checking Windows Updates on a Windows 7 Computer

1. Click the Windows Start button and then click Control Panel.

2. In Control Panel, click Windows Update.

3. In the left-hand panel, click Check for Updates.

4. Once the list of available updates has been returned, select the link for the updates.

5. On the Select the Update you want to Install screen, select all of the required updates and then click OK.

6. Click Install Updates.

Changing the Settings in Windows 7 for Checking Windows Updates

1. Once the computer has rebooted, click the Windows Start button and then click Control Panel.

2. In Control Panel, click Windows Update.

3. In the left-hand panel, click Change Settings.

4. Use the Important Updates menu to change the selection from Never Check for Updates (Not Recommended) to Check for Updates but Let Me Choose Whether to Download and Install Them.

5. Click OK.

Criteria for Completion

You will have successfully completed the task when the computer has downloaded and installed all of the latest updates from Microsoft and you have configured the computer to automatically check for Windows updates.

Task 2.12: Checking Internal Connectors

There are quite a number of internal connectors inside a computer, and any connector inside a computer occasionally can work its way loose. Sometimes you have to do a general inspection of the connectors in a PC’s case to make sure they are all linked firmly. Even in a PC that hasn’t been moved lately, subtle motions of the box may have caused a connection to separate just enough to cause a problem.

Objective

This task covers objective 220:801:1.11.

Scenario

A user in the reception area reports that her PC won’t start. She’s made sure it’s plugged in and that the surge protector is turned on, but when she pushes the power button on the PC, nothing happens. You investigate and can find no external cause. You decide to open the case and see if there is a reason for the problem inside.

Scope of Task

Duration

This task should take about 10 minutes.

Setup

No special setup is required to complete this task.

Caveat

Make sure to take ESD precautions before putting your hands inside the box.

Procedure

This task will show you how to verify that internal connectors inside a PC’s case are firmly connected.

Equipment Used

You should need only a screwdriver to successfully complete this task.

Details

This task will walk you through the steps of checking internal connectors in a PC to make sure they are all securely fitted.

Checking Internal Connectors

Verifying That All Internal Connectors in the Computer Are Firmly Seated

1. Unplug the computer’s power cord from the surge protector.

2. Locate a screwdriver and remove the screws holding the access panel in place.

3. Remove the access panel.

Make sure you use ESD precautions before putting your hands inside the computer.

4. Locate the connectors between the power supply and the motherboard.

5. Disconnect the connectors.

6. Firmly reseat the connectors.

7. Locate the hard-drive cable connector on the motherboard.

8. Pull the connector away from the hard-drive controller connector.

9. Carefully reseat the connector to the hard-drive controller.

10. Repeat Steps 8 through 10 for the CD/DVD drive.

11. Repeat Steps 8 through 10 for any other drive if one is present.

12. Locate the CPU and heatsink.

13. Remove the heatsink assembly from the CPU.

14. Locate the lever that will release the CPU from its slot.

If necessary, check online documentation for your computer’s CPU because it may release from your computer’s motherboard using a different method.

15. Pull the lever up to release the CPU.

It should not be necessary to remove the CPU fan or thermal paste. You should check the CPU fan’s connector, though.

16. Reseat the CPU in its slot.

17. Replace the lever to its original position, securing the CPU in place.

18. Replace the heatsink assembly.

19. Make a general visual survey of the interior of the PC to verify that you didn’t miss any connectors.

20. When finished, replace the access panel.

21. Replace the screws holding the panel in place.

22. Plug the PC’s power cord back into the surge protector.

Verifying That the PC Functions Normally

1. Power up the PC.

2. When the PC loads the OS, log on as Administrator.

3. Open various applications and services to verify that the PC is operating normally.

Criteria for Completion

You will have successfully completed this task when you can power up the computer and it behaves normally.

If there were no loose connections in your computer, this task will not change its performance.

Task 2.13: Backing Up with Acronis True Image Home

Although Windows 7 comes with an excellent built-in Backup and Restore application, it may not have all of the features you desire or offer sufficient ease of use. Acronis True Image can be installed on a Windows 7 computer and provide backup and restore protection for all of your valuable data. Acronis can back up the entire contents of the disk or disks on the computer or only selected directories on a drive.

Objective

This task covers objective 220:802:1.7.

Scenario

You want a quick and easy backup and restore utility for your Windows 7 computer, and you have chosen Acronis True Image Home (Full Version) as the third-party solution that meets your requirements. You have downloaded and installed the application on your computer and are ready to create your first backup.

Scope of Task

Duration

This task should take about 20 to 30 minutes.

Setup

It would be ideal if you had a Windows 7 Professional Desktop to work with, but if not, a Windows XP or Windows Vista computer should do as well. You will need to purchase this software or use the free 30-day trial version from www.acronis.com.

Caveat

For the purpose of this task, only back up something small, unless you really do want to back up all of your data. You do not need to back up applications and you certainly shouldn’t back up your operating system. If your computer is compromised and those programs are damaged, you should have the original installation or recovery discs.

Acronis True Image Home 2011 was used for this task. The steps may be different if you are using a different version of this product or a different third-party backup utility.

Procedure

This task will teach you how to back up a specific folder on a schedule using Acronis True Image Home 2011.

Equipment Used

As previously mentioned, you will have to have Acronis True Image Home 2011 installed on your computer. You will also need a destination drive, such as a second drive in your PC or an external USB drive, for the backed-up data.

Details

This task will take you through the process of selecting a directory or directories to back up, determining a destination for the data to be backed up, and setting a schedule for when backups are to occur.

Scheduling Regular Backups on Windows 7 with Acronis True Image Home

1. Click the Windows Start button and then click All Programs.

2. Click Acronis, click Acronis True Image Home, and then click Acronis True Image Home.

3. When prompted, click Yes to allow Acronis access to Windows 7.

4. On the Welcome screen, click Use Backup Assistant.

5. On the What Do You Want to Back Up? screen, click Files and Folders, and then click Next.

6. On the How Do You Want to Protect Your Data? screen, click Back Up on a Schedule, and then click Start Backup Configuring.

7. On the Configure File Backup Process screen, under Categories, click a directory such as the name of your user directory.

8. In the Name column, select a specific directory or library you want to back up, such as My Documents.

9. Next to Destination, use the drop-down menu to select a destination directory, such as D:My backups.

10. Next to Schedule, click Turn On.

11. When the Schedule Your Operation screen opens in a separate window, select Weekly; under Weekly, select a day such as Wednesday, and use the Start At menu to select a start time for the backup; then click OK.

12. Accept the default selection of Version Chain for Backup Scheme, which will delete any backup versions older than one month.

13. Create a name for the backup in the Backup Name field, such as Documents.

14. Click the arrow to the left of the Back Up Now button, and select Later.

15. On the Acronis True Image Home screen under My Backups, verify that your backup settings are correct.

16. To test the backup process, click Back Up Now.

17. Once the backup is complete, verify that you can see a success message.

18. Close the Acronis screen.

Criteria for Completion

You will have successfully completed this task when the selected file or directory is saved in the My Backups directory as a .tib file. This file cannot be accessed directly and is used only if you need to restore the data.

Task 2.14: Flashing the BIOS

I suppose “flashing” could be taken the wrong way, but this is actually a method of enhancing a computer’s basic functioning. BIOS, or basic input/output system, is a very old element in PC engineering. The BIOS is software on a special chip on the motherboard that dictates the boot process, initializes essential hardware, and determines the abilities and capacities of the computer (such as how big a hard drive it can use).

In the “bad old days,” you were stuck with whatever BIOS your motherboard came with. If newer versions of the BIOS supported larger hard drives and faster CPUs or fixed particular bugs, you needed to get either a new motherboard or a new computer. More modern computer systems make it possible to upgrade the BIOS and keep the motherboard; however, it’s not the same process as updating a program living on your hard drive.

Flashing the BIOS on older computers requires special software tools, and if you make a mistake and damage or destroy the BIOS, you will turn your PC into nothing more than a really big paperweight (short of replacing the BIOS chip). For modern computers, updating the BIOS is as simple as downloading the .exe file from the website of the PC manufacturer, running the file, and rebooting the computer. Let’s take a look at the process.

Objective

This task covers objective 220:801:1.1.

Scenario

A BIOS update has been issued that fixes several bugs and allows your computer to use a faster CPU. You have the computer powered up and connected to the Internet. You are ready to proceed.

Scope of Task

Duration

This task should take anywhere from 15 to 30 minutes, including prep time.

Setup

You will need to identify the current BIOS for your Windows 7 computer and check the website for the company that made your computer for BIOS updates.

Caveat

As previously mentioned, in the “bad old days” if this process went wrong, your computer probably wouldn’t even boot. For current computers, the process is quite streamlined and relatively safe, as long as you make sure you are installing the correct BIOS update for your computer.

You will need to make sure all applications are closed before you update the BIOS.

The PC manufacturer’s website usually asks you to choose the BIOS type by make and model of the computer, so as long as you know that information, you should be okay. Also, some BIOS updates will detect if you are using the wrong update for your computer’s hardware.

Procedure

This task will teach you how to flash (update) the BIOS chip on a computer’s motherboard.

Equipment Used

All you need is the computer itself and an Internet connection.

Details

This task will take you step-by-step through the process of downloading and installing a BIOS update for a computer’s motherboard.

Downloading a BIOS Upgrade and Flashing the BIOS

Identifying the Current BIOS on the Computer

1. Click Start, and in the Search box, type msinfo32 and then press Enter.

2. When the System Information screen opens, find the entry in the list for BIOS Version/Date and write this information down.

3. When finished, close the screen.

Locating and Downloading the Latest BIOS

1. Go to the computer manufacturer’s site and search for the make and model of your computer.

2. Select the search result that takes you to the page where you can update the BIOS for your computer.

3. On the downloads page for the BIOS, confirm that it is the correct BIOS type and that the date for the BIOS is later than what is currently installed on your computer.

While there are many benefits to updating your BIOS, the possibility of a bad flash always exists. Only flash your BIOS to fix a bug you are actually experiencing or to add a feature you require.

Read any installation instructions available on the computer vendor’s website regarding how to install the BIOS. There may be steps you need to take that are different than those listed in this task.

4. Click the Download button, and if prompted, select a download method such as For Single File Download via Browser.

Some BIOS updaters require that they be written to a boot disk (floppy/CD/DVD/USB) and then used to boot the computer into a receptive state for BIOS flashing.

5. If prompted, select a specific directory where you want the .exe file to be downloaded onto your computer.

Installing the BIOS Update

1. Navigate to the location of the .exe file and double-click it to start the BIOS update.

2. When the BIOS Flash window appears, click Continue.

3. When the message stating that pressing OK will close down all applications, shut down the Windows OS, and flash the BIOS appears, and then to reboot, click OK.

4. After the BIOS update completes and the computer reboots, log in to Windows, and in the Search box type msinfo32.

5. When the System Information screen appears, verify that the BIOS has been updated by noting that the date has changed to match the date of the BIOS you just installed.

Criteria for Completion

You will have successfully completed this task when you flash the BIOS, reboot the computer, and note on the BIOS screen that the changes show the current BIOS version. You can also enter the CMOS setup itself to verify this and make sure all the configuration settings are correct.

Task 2.15: Changing the CMOS Battery to Correct a Slow PC Clock

The CMOS battery is usually a small lithium manganese dioxide battery similar to the ones that power wristwatches. It is located on your motherboard and provides electricity to hold certain configuration settings, including system time, even when the computer is completely powered down. The lifetime of this battery is roughly 10 years, but how long it actually lasts usually depends on how heavily the computer is used.

Most computers in a corporate environment receive their time from a local or Internet time server. This doesn’t mean that the local system time is unimportant. If the CMOS battery dies, not only will the system time be lost but so will other configuration settings your computer depends on, such as video display type, initial boot drive selection, and so on. A slow system clock is just the first sign of a dying CMOS battery.

Objective

This task covers objective 220:801:1.2.

Scenario

The Shipping department on the main loading dock uses a Windows XP Professional computer as a file and print server for its local computers. It is usually powered down on the weekends and powered up again Monday morning. You have received a trouble ticket from Shipping saying that the computer prompts them to press the F10 key every time the computer is powered up in order to set the date and time. This is the classic sign of a dying CMOS battery. You look up the system information for this computer and find the correct replacement battery in inventory. You take the battery and your tools and report to the main loading dock.

Scope of Task

Duration

This task should take about 30 minutes or less.

Setup

There is no special setup for this task.

Caveat

When you remove the CMOS battery, the BIOS chip will lose power and the information will be lost. Make sure you record all of your configuration information prior to removing the battery. Also, make sure you have the correct replacement battery for your motherboard.

The easiest way to perform this task is to simply remove and immediately replace the same battery.

Procedure

This task will teach you the proper method of replacing a dying CMOS battery.

Equipment Used

You will need a Phillips-head screwdriver to open the access panel and a flat-head screwdriver to remove the CMOS battery. You also will need your ESD equipment so you can reach into the computer case safely.

Details

This task takes you through the process of recording your BIOS settings, replacing a CMOS battery, and restoring computer settings.

Replacing a CMOS Battery

Recording the BIOS Settings

1. Sitting at the keyboard, reboot the computer.

2. When the computer begins to boot, press the correct key to enter into Setup.

The key to enter Setup can be Esc, F1, F12, or some other key or key combination, depending on the BIOS.

3. Use the Tab and Enter keys to navigate to the different screens in the BIOS Setup.

4. Write down all of the configuration information contained on all of the screens.

5. When finished, press the correct key combination to save and exit the BIOS.

Make sure you didn’t miss any areas of the setup. You will need this information after you replace the battery.

Replacing the CMOS Battery

1. Power down the computer.

2. Disconnect the power cable from the power supply.

3. Locate your Phillips-head screwdriver.

Make sure to take ESD precautions before opening the computer case.

4. Remove the screws holding the access panel in place.

5. Remove the access panel.

6. Position the computer so the motherboard is lying flat.

7. Locate the CMOS battery on the motherboard.

8. Locate your flat-head screwdriver.

9. Gently pry the battery up out of the socket on the motherboard.

Be extremely careful when you are performing these steps. You could accidentally puncture the motherboard or battery slot. Also, some CMOS batteries are held in place by small clips. Make sure to move them aside prior to removing the battery.

10. Locate the replacement battery.

11. Gently but firmly insert it in the socket on the motherboard.

12. Verify that it is securely in place.

13. Verify that you did not inadvertently loosen any connections or components while working inside the computer.

14. Put the computer back in its original position.

15. Replace the access panel.

16. Replace the access-panel screws.

17. Plug the power cord back into the power supply.

Restoring the BIOS Settings

1. Boot the computer.

2. Using the correct key or key combination, enter the BIOS Setup.

3. Using the Tab and Enter keys, access each page in the BIOS and restore the settings, using the information you wrote down in the section “Recording the BIOS Settings” earlier in this task.

4. Press the correct key combination to save the settings and exit the BIOS.

5. Allow the computer to continue to boot.

6. Instruct the loading-dock staff to periodically monitor the system time to verify that it is accurate.

Criteria for Completion

You will have successfully completed this task when you have replaced the battery and restored the BIOS settings and the computer boots and operates correctly.

Task 2.16: Resetting Passwords

This is one of the most common tasks you will perform as a PC support tech. It seems like end users have a great deal of difficulty remembering their passwords. One reason for this may be that the “strong” passwords typically required in a corporate setting are not always easy to remember.

A strong password is one that is not easily guessed by an intruder or discovered by a dictionary attack. It is usually a combination of letters and numbers but can also contain special characters such as $ and #.

In a large, corporate environment, it is common to reset the passwords for domain users. However, this task would require that you set up a domain controller in your test environment. For this task, you will change the password for a user in a small office or home office setting where the password is managed on the PC directly and not in an Active Directory domain.

Objective

This task covers objective 220:802:2.1.

Scenario

You receive a call from one of your home office customers stating that he believes his computer’s password was acquired by a hacker and he doesn’t know how to change it. The computer is currently on and the user is logged in. You had the customer scheduled for a routine maintenance visit for today and when you are at his office, you will perform the task of changing the computer’s password.

Scope of Task

Duration

This task should take about 10 minutes at most.

Setup

This task was created using a Windows 7 computer.

Procedure

This task will show you how to change a user’s password on a Windows 7 computer.

Equipment Used

You will need no special equipment to complete this task.

Details

This task will take you through the necessary steps to change a user’s password on a Windows 7 computer.

Changing a User’s Password

Accessing the Domain User’s Account on a Domain Controller

1. Verify that the user is logged into the computer.

2. Click Start and then click Control Panel.

3. Click User Accounts.

4. On the User Accounts screen, click Change your password.

5. On the Change your password screen. have the user type his old password in the Current password field.

6. Have the user type his new password in the New password field and then type the same password again in the Confirm password field.

7. Have the user type a hint in the Type a password hint field that will help him remember what his password is should he ever forget.

8. Click Change password.

9. Close the User Accounts screen.

Verifying That the Password Has Been Changed

1. Log off the computer.

2. Have the user login to the computer with the new password and verify that he is successful.

Criteria for Completion

You will have successfully completed this task when you have changed the computer user’s password and he is able to login with the new password.

Task 2.17: Creating a New Local User in Windows Vista

Multiple Local Group Policy Objects (MLGPO) is a feature that is included by default in Windows Vista Business, Enterprise, and Ultimate editions. It improves upon the Local Group Policy settings used in Windows XP and allows administrators to apply different Local Group Policy levels to local users on stand-alone computers. While such Group Policy settings are applied by domain controllers (DCs) for computers that are domain members, MLGPO is ideally used for computers used in stand-alone settings, such as in publicly accessible Internet kiosks or other shared computer environments like schools and libraries.

This task will show you only how to create a nonadministrative user account on a Windows Vista computer that would be appropriate for one of these settings. For more information on MLGPO, perform a search for this data at http://technet.microsoft.com/en-us.

Objective

This task covers objective 220-802:1.4.

Scenario

A Windows Vista computer has been installed in the Internet kiosk in the lobby of your company’s main office. You have been assigned to create a nonadministrative user on that computer, so guests in the lobby can use it for accessing the Web without compromising security on the corporate network. It is after business hours, and you are at the keyboard of the computer in the lobby and ready to get to work.

Scope of Task

Duration

The task will take just a few minutes.

Setup

No special setup is required for the task beyond having a Windows Vista Business, Enterprise, or Ultimate edition computer.

Caveat

There are no particular caveats associated with this task; however, you must have the name you want to use for the new user in this task prepared before proceeding, such as “internet01.” Don’t forget to record the password you use for this user’s account.

Procedure

This task will show you how to create a nonadministrative user for a Windows Vista local computer.

Equipment Used

No special equipment is required.

Details

This task will take you through the steps required to create a nonadministrative user for a local Windows Vista computer.

Creating a Nonadministrative User Account on a Windows Vista Computer

1. Log in to the Windows Vista computer with an account that has administrative privileges.

2. Click the Windows Vista button.

3. In the menu that appears, right-click Computer and then click Manage. (If a UAC screen appears, click ‘Yes’.)

4. Click the arrow next to Local Users and Groups.

5. Right-click Users, and then click New User.

6. In the Username field, type the name of the user, such as internet01.

7. In the Full Name field, type the name of the user, such as internet01.

8. In the Password field, type the password to be used with this user account.

9. In the Confirm Password field, type the same password that you used in the Password field.

10. Clear the User Must Change Password at Next Logon check box.

11. Select the Password Never Expires check box.

12. Select the User Cannot Change Password check box.

13. Click Create, and then click Close.

14. Click File, and then click Exit to close the dialog box.

Criteria for Completion

You will have successfully completed this task when you have created the new, nonadministrative local user on the Windows Vista machine. You can test the new user account by logging out of your administrative account and logging in as the new user.

Task 2.18: Testing Ports with an Online Scanner

Testing the effectiveness or ineffectiveness of your firewall and other security procedures is vital in order to keep the network safe from outside attack. As an entry-level PC support tech, you will not be expected to configure or monitor network security measures. Depending on the size of your organization, that task will be performed by either a senior staff member or a security specialist.

However, you may occasionally be asked to test an individual computer or server’s security with an online port scanner. This is a utility provided for free by various security organizations, and it can be very effective in detecting which ports of a computer are vulnerable from the Internet.

Objective

This task covers objective 220-802:2.6.

Scenario

A new test server has been set up and you have been asked to use an online port scanner to verify the vulnerability of the port settings on the device and record the results. You are told that the test server has deliberately been left with some vulnerabilities to determine how quickly an attack occurs from the outside.

Scope of Task

Duration

The task will take about 10 to 15 minutes depending on the length of the scan and the speed of your Internet connection.

Setup

No special setup is required for this task.

Caveat

You may be shocked at just how vulnerable your computer is after the scan results are displayed.

Procedure

This task will show you how to use an online port scanner to check a computer’s vulnerability.

Equipment Used

No special equipment is required.

Details

This task will take you through the steps required to use an online scanner to scan the security of various ports on a computer or server.

Locating and Using an Online Port Scanner

1. At the computer you intend to scan, open a web browser.

2. Use your favorite search engine to search for “online port scanner” or a similar word string.

3. When the results come in, select ShieldsUP!.

In Step 3, you could select any number of other services, but ShieldsUP! is the tool used in this task.

4. When the initial page loads, scroll down and click Proceed.

5. When the next page loads, scroll down if necessary, until you see the ShieldsUP! Services box.

6. Click the Common Ports button.

7. The scan will begin.

8. Scroll down and review the results when the scan is concluded.

9. Scroll down and click Text Summary.

10. Review the summary and compare the results to what the IT staff expected.

This was only a simple port scan. ShieldsUP! and other third-party port scanners are capable of running more detailed tests on your online security.

Criteria for Completion

You will have successfully completed this task when you can view the results of the port scan. You can perform other specialized scans on this site and obtain a text summary of the results that you can then print.

Task 2.19: Changing Printer Toner

This is another extremely common task you will be performing as a PC tech. It isn’t a particularly difficult task, but you could find yourself doing it on an almost daily basis, if you support a large number of printers. The procedure differs somewhat depending on the make, model, and size of the printer. (Some large and specialized printers use separate and rather large cartridges for the colors black, blue, green, yellow, and red.)

Objective

This task covers objective 220-801:4.3.

Scenario

You receive a trouble ticket stating that the toner is low in the printer used by the Software Development department. You look up in your records the type and model of printer they use, locate the correct replacement cartridge in inventory, and report to the department.

Scope of Task

Duration

This task should take about 5 to 10 minutes at most.

Setup

No special setup is required for this task, outside of access to a printer and the correct toner cartridges.

Caveat

There are a number of different printer types and models in existence as well as different types of printer cartridges and procedures for changing them. The steps in this task may not quite match the ones you’ll need to take to change your printer cartridge.

Procedure

This task will show you how to change the toner cartridge in a printer type that is typically used in a business environment.

Equipment Used

In addition to having access to a printer, you will need an appropriate toner cartridge to use in this task. For this example, it is advisable to have a drop cloth or two handy to put the cartridges on and to wipe up any toner mess. The simplest way for you to complete this task is to remove the toner cartridge in your printer and then replace it.

Details

This task walks you through the steps necessary to remove an empty printer cartridge and replace it with a fresh unit.

Changing a Printer’s Toner Cartridge

Opening the Printer

1. When you arrive at the printer, put the box containing the new cartridge aside.

2. Look at the printer readout and verify the error message indicating it is low on toner.

This display will vary depending on the make and model of the printer.

3. Locate the latch securing the main access panel of the printer.

4. Pull the latch, releasing the panel.

5. Open the panel.

Replacing the Cartridge

1. Locate the cloth you brought with you.

2. Spread the cloth on the floor below the open access panel.

3. Verify that there is sufficient room on the cloth to hold two toner cartridges and protect the floor from spills.

4. Open the box containing the new cartridge.

5. Remove the cartridge and place it on the cloth.

6. Locate the old cartridge inside the printer.

7. Locate the cartridge-release latch.

8. Pull the latch to release the old cartridge.

9. Carefully pull the cartridge toward you, out of the printer.

10. Place the old cartridge on the cloth to contain any toner spills.

11. Locate the new cartridge and remove any tape or seals covering toner access.

You may have to shake the cartridge prior to Step 11 to ensure that the toner is distributed evenly inside the cartridge.

12. Correctly orient the new cartridge and push it in its container inside the printer.

13. Verify that it is firmly in place.

14. Close the latch securing the cartridge.

15. Close the printer’s access door.

16. Close the latch and secure the door.

Cleaning Up and Conducting a Test Print

1. Put the old cartridge in the box the new cartridge came in.

2. Note any toner spills on the cloth.

If you used the drop cloth correctly, there should be no spills on the floor.

3. If you have toner on your hands, wipe them thoroughly on a clean section of the cloth.

4. Carefully fold the cloth so all of the spilled toner is inside and cannot spill out.

5. Place the cloth inside the box with the old toner cartridge.

6. Access the printer controls and print a test page.

The procedure for accessing the printer controls in Step 6 is highly variable and no one method can be presented. Alternatively, you could have an end user print a test page from a computer.

7. When the test page prints correctly, remove the box containing the spent cartridge and cloth and dispose of it appropriately.

There are programs available that will recycle spent print cartridges. Your IT department supervisor will be aware of the procedure used in your department.

Criteria for Completion

You will have successfully completed this task when the toner cartridge has been replaced and the printer is printing normally.

Task 2.20: Scanning a Document Using Windows 7

Scanning documents and images is a task that users need to perform, sometimes frequently, depending on their job duties, but it isn’t always apparent how to perform this task. For instance, using an HP All-in-One product, should the user perform the scan using an HP utility or from Windows? You may occasionally have to train a user in which option is best, which usually translates into which option is the easiest to perform.

An HP OfficeJet 6500A All-in-One printer was used to create this task. The task scenarios should work the same way for other imaging devices, but expect there to be some differences.

Objective

This task covers objective 220-801:4.3.

Scenario

The chief operations officer (COO) for your company has had a Windows 7 computer installed in his office but complains that he is unable to scan documents from Windows 7 using his HP All-in-One device. You have been assigned the task of instructing the COO as to the method he can use to perform this task.

Scope of Task

Duration

It should take about 10 minutes or so to progress through the steps.

Setup

The only setup that’s required is for an imaging device to be directly attached to a Windows 7 machine, the correct drivers to be installed, and for both machines to be powered up and running. Since scanning documents does not require printing, the document imaging device does not require adequate ink in its print cartridges, but it’s always good to keep a printing machine in good operating order. An original document to scan must be on hand.

Caveat

The steps in these tasks should work with all HP All-in-One imaging devices, but the results cannot be guaranteed for other HP devices for non-HP devices.

Procedure

This task will teach you two simple methods to scan a document using an HP All-in-One imaging device with Windows 7.

Equipment Used

As previously stated, a computer running Windows 7 and an HP All-in-One printer with scanning abilities are required to get the most out of this set of tasks.

Details

This task will walk you through the various workaround methods for scanning a document from Windows 7 using an HP All-in-One device.

Scanning a Document from an HP All-in-One Device Using Windows 7

Loading the Original Document

You will use this same method for loading an original document in the HP imaging device, regardless of the following scanning methods you select.

1. Make sure that both the Windows 7 PC and the HP All-in-One device are connected, powered up, and ready.

2. Raise the top cover of the imaging device.

3. Place the original document, print side down, onto the glass, using the guides around the glass to line up the document.

4. Close the lid.

Scanning a Document Using Windows 7

1. Click the Windows Start button and then click Devices and Printers.

2. Right-click the image of the HP All-in-One device, and then select Start Scan.

3. In the New Scan screen, leave the Profile selection at Photo (Default) and the Source as Flatbed.

4. For Color format, select Grayscale.

5. For File type, select PNG (PNG image).

6. Click Preview and then wait for the preview to appear.

7. If the preview image is acceptable, click Scan.

8. When the Import Pictures and Videos box appears, you can add an optional tag to the image.

9. Click Import Settings.

10. In the Import Settings box, click the Browse button next to Import To and select a destination directory on your computer for the scanned file.

11. Click OK.

12. In the Import Pictures and Videos box, click Import.

13. When the scanned image appears in the Imported Pictures and Videos screen, close the screen.

14. Navigate to the directory where you had the scanned image saved and verify that it is there and can be opened by right-clicking the image and selecting Preview.

15. Close all open screens and windows.

Scanning a Document Using Paint

1. Click the Windows button.

2. In the menu that appears, click All Programs.

3. Click Accessories.

4. Click Paint.

5. When the program opens in a separate window, click the File icon button, and then click From Scanner or Camera.

6. Click Scan.

7. On the What Do You Want to Scan? screen, select Flatbed as Paper Source.

8. Select the type of picture you want to scan, such as Grayscale Picture.

9. Click Preview, and then wait for the preview to appear in the screen.

10. If the preview image is acceptable, click Scan.

11. Once the image is scanned into Paint, save the image to the desired directory.

Criteria for Completion

You will have successfully completed this task when you have scanned a document using both methods. Remember, though, that your results may not be the same if you are using an imaging device different from the HP All-in-One series used to create this scenario.

Task 2.21: Managing Windows Startup and Recovery Behavior in Windows XP

By default, when Windows XP suffers from an extreme failure such as the dreaded Blue Screen of Death (BSOD), it automatically reboots. Unfortunately, there may be valuable information contained in the BSOD that you will not be able to read before the PC restarts. Of course, Windows XP is much more stable than previous versions of Windows, so the BSOD appearance is rare, but it’s still not completely a thing of the past. You can take control of the reboot process so that it’s not automatic, which will allow you to read valuable troubleshooting messages should the BSOD happen to you.

Objective

This task covers objective 220-802:4.2.

Scenario

You have been assigned to diagnose a Windows XP computer that has suffered a BSOD. The user reports that she started her computer on Monday morning as usual and, after the operating system had fully loaded, double-clicked her web-browser icon in the System Tray. The browser didn’t launch, so she double-clicked again and the system seemed to freeze. The BSOD appeared, but the computer rebooted before she could read any of the information that appeared.

The system seems responsive now and you’d like to try to duplicate the error but be able to read the BSOD message. For that, you will need to disable the automatic reboot under Startup and Recovery.

Scope of Task

Duration

Disabling the automatic reboot feature will just take a few minutes.

Setup

No special setup is required.

Caveat

There are no special issues associated with this task, and you do not need a computer that is malfunctioning to successfully change this setting. A Windows XP Professional computer was used to create this scenario, but the steps are identical for Windows XP Home.

Procedure

This task will teach you how to disable the automatic reboot feature under Startup and Recovery.

Equipment Used

No special equipment is required. This task should work the same on both versions of Windows XP.

Details

This task will walk you through the procedure of disabling the automatic reboot feature under Startup and Recovery.

Disabling Automatic Reboot Under Startup and Recovery

1. Click Start.

2. In the menu that appears, right-click My Computer.

3. Click Properties.

4. Click the Advanced tab.

5. Under Startup and Recovery, click Settings.

6. Clear the check box next to Automatically Restart.

7. Click OK.

8. Click OK to close the System Properties box.

Criteria for Completion

You will have successfully completed this task when you have cleared the Automatically Restart check box and saved your changes by clicking OK. This task does not require that your computer suffer a BSOD event or that you solve such an error.

Task 2.22: Turning Windows 7 Features On or Off

There are a large number of services and features in Windows 7 that most people are unaware of. As a computer technician, you must be familiar with these features, what they do, and how to turn them on and off as needed. Windows 7 features are turned on or off by default, but you can enable or disable these features manually in the Control Panel.

Objective

This task covers objective 220-802:1.5.

Scenario

You work for a small city IT department and receive a trouble ticket from a customer stating that she may have turned off the Windows Search feature on her Windows 7 computer. You report to her work area and speak with her. She says she was exploring the Control Panel in her computer and discovered the ability to turn features on and off under Programs and Features. You are aware of how this works in Windows 7 and agree to investigate and restore Windows Search on her computer.

Scope of Task

Duration

This should only take a few minutes.

Setup

No special setup is required. You only need access to a Windows 7 computer. In order to create this scenario, I first turned off the Windows Search feature on my Windows 7 computer and then rebooted. Read through this task to see the entire process; then turn off Windows Search, reboot, work through the task, and turn Windows Search back on.

Caveat

The only real issue here is that turning off one or more features in Windows 7 may affect how it performs in a variety of areas. If you want, you can extend the scope of this task and practice turning on and off different features in Windows 7, but depending on what features you enable or disable, you may experience unanticipated behaviors from your computer.

If you explore the Windows features box, you’ll see that some Windows features are organized together in folders and some of the folders contain subfolders that give you access to additional features. If you see a check box that appears only partly checked or appears dark, this means some of the items inside the folder are turned on and others are turned off.

Procedure

This task will teach you how to turn Windows features in Windows 7 on and off.

Equipment Used

No special equipment is needed.

Details

This task will walk you through the process of turning on the Windows Search feature in Windows 7, which has previously been disabled.

Turning On the Windows Search Feature in Windows 7

1. Click the Windows Start button and then click Control Panel.

2. In Control Panel, in Large Icons or Small Icon view, double-click Programs and Features.

3. In the Programs and Features dialog box, in the left-hand pane, click Turn Windows Features On or Off.

4. After the Windows Features dialog box appears and loads, scroll down to Windows Search and select the Windows Search check box.

5. Click OK and then wait for your selection to take effect.

6. When prompted, click the Restart Now button. The restart sequence may take longer than normal because of the configuration changes that are required.

Criteria for Completion

Once the computer has rebooted, Windows Search will be turned back on. You will have successfully completed this task when the computer has rebooted.

Task 2.23: Controlling AutoPlay Settings in Windows 7

AutoPlay is the feature in a Windows computer that automatically responds to an optical disc placed in the disc player using some predetermined action. For an audio disc, for example, placing the disc in the CD/DVD player may result in the disc being automatically opened using Windows Media Player and the music beginning to play.

There are a large number of AutoPlay options available in Windows 7 that can be configured. Most of them have default settings, but you can override the defaults and select customized behaviors depending on your requirements.

Objective

This task covers objective 220-802:1.5.

Scenario

You have a customer who plays a large number of audio and video files on CDs, DVDs, and other sources. These files are sent to her for review and editing from a number of different artists, and she wants to be presented with a menu of possible actions when she puts a piece of removable media in her optical drive or insert removable storage in a USB port. She wants this behavior to occur when she accesses video files, audio files, mixed content, DVD movies, and DVD audio discs.

You access her computer and prepare to configure the AutoPlay feature to her specifications.

Scope of Task

Duration

This task should only take a few minutes.

Setup

No special setup is required besides having access to a Windows 7 computer.

Caveat

This task will require that you change the default behavior of the AutoPlay feature. You can return the settings you change to their defaults after the task is over if you desire.

You cannot choose to reset just one selection to its default. In order to set all selections to their defaults, in the lower left area of the AutoPlay dialog box, click the Reset All Defaults button and then click Save.

Procedure

This task will show you how to configure the AutoPlay feature in Windows 7.

Equipment Used

No special equipment is required.

Details

This task will walk you through the steps of changing the default settings for a number of disc and file types in AutoPlay.

Configuring AutoPlay in Windows 7

1. Click the Windows Start button and then click Control Panel.

2. In Control Panel in Large Icon or Small Icon view, double-click AutoPlay.

3. In the AutoPlay dialog box, click the drop-down menu next to DVD Movie and select Ask Me Every Time.

4. Click the drop-down menu next to Video Files and make the same selection.

5. Perform the same action on the drop-down menus next to Audio Files, Mixed Content, and DVD Audio.

6. Click Save.

7. To test your changes, insert a DVD movie into the computer’s DVD player and verify that you are prompted as to how to open the DVD.

8. When finished, eject the DVD.

Criteria for Completion

You will have successfully completed this task when you have configured and tested your AutoPlay settings changes.

Task 2.24: Setting Up Advanced File Sharing in Windows 7

A Windows 7 Workgroup is configured to use specific sharing settings by default, but you can manually configure advanced file sharing features in Control Panel. This allows you to override the default sharing settings for your Workgroup or for public sharing and increase or decrease the level of security.

Objective

This task covers objective 220-802:1.5.

Scenario

You work for a small city IT department and have been assigned to change the sharing configuration settings on the Windows 7 computer used by the manager of the city’s Accounting office. Specifically, you are to prevent network discovery for the Workgroup so this computer cannot be seen over the network, disable file and print sharing, and disable public folder sharing.

Scope of Task

Duration

This task should take just a few minutes.

Setup

In order to test the effectiveness of your configuration changes, your Windows 7 computer must be connected to a local network, be part of a Workgroup, and there should be another Windows computer that is also connected to the network and part of the Workgroup. The Windows 7 computer should have one or more folders shared, and it would be a bonus if the Windows 7 computer had a directly connected printer that it is sharing on the network.

Caveat

If you change the settings on your Windows 7 computer to a configuration you don’t use in its day-to-day operation, make sure to return the settings to their previous values after you are finished with this task. If necessary, write down the settings you normally use before making the changes recommended in this task.

Procedure

This task will teach you how to change the advanced file-sharing settings in a Windows 7 computer.

Equipment Used

No special equipment is required.

Details

This task will show you the procedure for changing advanced file- and print-sharing settings in Windows 7.

Changing Advanced Sharing Settings in Windows 7

1. Click the Windows Start button and then click Control Panel.

2. In Control Panel in Large Icon or Small Icon view, click Network and Sharing Center.

3. On the Network and Sharing Center screen, in the upper- left pane, click Change Advanced Sharing Settings.

4. On the Advanced Sharing Settings screen, expand Home or Work.

5. Under Network Discovery, click Turn Off Network Discovery.

6. Under File and Printer Sharing, click Turn Off File and Printer Sharing.

7. Under Public Folder Sharing, click Turn Off Public Folder Sharing.

8. Click Save Changes.

9. Go to another computer on the same network, and in the Share or Run box attempt to connect to the Windows 7 computer you have just configured, verifying that you cannot discover the computer over the network.

To do this, depending on the type of Windows computer you are using to connect to the Windows 7 test PC, in the Search or Run box, enter \computername (using the actual hostname for the Windows 7 PC) or \computerIPaddress (using the actual IPv4 address for the Windows PC) and then press Enter. You should not be able to connect to the computer. If the Windows 7 computer has been sharing a printer on the network, you will not be able to use the printer from the remote computer.

Criteria for Completion

You will have successfully completed this task when you have completed the advanced sharing configuration changes and are unable to connect to the Windows 7 computer from another Windows PC on the same network. If you need to have the Windows 7 computer and its shared files and folders available on your local network, reverse the sharing setting you configured during this task.

Task 2.25: Installing Windows Live Mail

Windows Live Mail is a Microsoft product that can be used on Windows 7 instead of Microsoft Office Outlook. In the original release of Windows Vista, users needed three separate products—Windows Mail, Windows Calendar, and Windows Contacts—to perform all of the functions offered by Windows Live Mail on Windows 7. Windows Live Mail is a free desktop utility that is part of Windows Live Essentials. To use Windows Live Mail, you must first use Live Essentials to download and install Windows Live programs.

Objective

This task covers objective 220-802:1.5.

Scenario

You have a client who has just purchased a Windows 7 computer but would like a low- or no-cost alternative to using Microsoft Windows Outlook for an email client, to organize contacts, and to use a calendar. You suggest Windows Live Mail, and she agrees that it would be a good option. You are then commissioned to download and configure Live Mail for her use.

Scope of Task

Duration

This task should take about 15 minutes, depending on the speed of your Internet connection.

Setup

You will need a Windows 7 computer and Internet access for this task.

Caveat

You may not want to use Windows Live Mail on your lab computer, but after installing it, you can uninstall it to save space. However, Task 2.27 is dependent on the current task, so don’t remove Live Mail until after completing Task 2.27.

Procedure

This task will show you how to download and install Windows Live Mail.

Equipment Used

No special equipment is needed.

Details

This task will outline the steps to take in order to use Windows Live Essentials to download and install Windows Live Mail.

Downloading and Installing Windows Live Mail

1. Click the Windows Start button and then click All Programs.

2. Click Accessories and then click Getting Started.

3. On the Getting Started screen, click Go Online to Get Windows Live Essentials.

4. Click the Go Online to Get Windows Live Essentials link.

5. When the Windows Live Essentials web page opens, if you are unsure if your computer meets the system requirements, click the View System Requirements link and review the information there.

6. When you are ready, click Download Now.

7. When the File Download - Security Warning dialog box appears, click Run.

8. If prompted, click Run again.

9. When the What Do You Want to Install? screen appears, click Choose the Programs You Want to Install.

10. When the Select Programs to Install screen appears, click Mail and then click Install (the installation process may take some time).

11. When prompted, restart the computer.

12. After the computer restarts, log in, click the Windows Start button, and then click Windows Live Mail.

13. After Windows Live Mail launches, close the program.

Criteria for Completion

You will have successfully completed this assignment when you have installed Windows Live Mail and can open the program on your Windows 7 computer.

Task 2.26: Configuring Mail Accounts in Windows Live

Once you have installed Windows Live Mail (see Task 2.25) you can configure Live Mail with one or more email accounts, setting up Live Mail to use the POP3, IMAP4, and SMTP servers of your choice. The first task you must perform before you can use Windows Live Mail is to add the first email account. If you have ever set up an email account in Outlook, this process is quite similar.

Objective

This task covers objective 220-802:1.5.

Scenario

You have just installed Windows Live Mail on a client’s Windows 7 computer and are now ready to create an email account for her. She has provided you with all of the information necessary to create the email account.

Scope of Task

Duration

This task should take about 15 minutes to set up your first email account.

Setup

You will need a Windows 7 computer and to have Windows Live Mail installed. You will also need to have all of the required information including data on any POP3, IMAP4, and SMTP servers involved. You may also want to connect Live Mail to an online service such as Gmail or Hotmail.

Caveat

You will need to contact your ISP for all of the required email server information in order to complete this task. If this information is missing or inaccurate, you can complete the steps to create an email account, but your email account will not be able to send or receive email. You can use a Yahoo! or Gmail account and, in most cases, Live Mail will automatically configure the server data for the email account once you enter a valid email address and password.

Procedure

This task will show you how to configure a new email account in Windows Live Mail.

Equipment Used

No special equipment is needed.

Details

This task will take you through the steps required to set up an email account in Windows Live Mail.

Creating an Email Account in Windows Live Mail

1. Click the Windows Start button and then click All Programs.

2. Click Windows Live Mail.

3. When Live Mail opens, click Accounts and then click Email.

4. In the Email address field, enter the desired email address (you can click Get a Windows Live Email Address if you want to use Hotmail or Live.com).

5. In the Password field, enter the desired password and, if you desire, select the Remember This Password check box.

6. In the Display Name for Your Sent Messages field, enter the name you want displayed for this email account.

7. Click Next.

8. On the Configure Server Settings screen, under Incoming Server Information, use the Server Type drop-down menu to select the appropriate server such as POP, IMAP, or Hotmail.

9. In the Server Address field enter the IP address or URL of the desired server (you will need to get his information from your ISP) and enter the appropriate port number for the server type (select the Requires a Secure Connection (SSL) check box if necessary).

10. Use the Authenticate Using drop-down menu to select the authentication type, such as Clear Text, Secure Password Authentication, or Authenticated POP (APOP).

11. Under Outgoing Server Information, in the Server Address field, enter the address of the SMTP server and, if necessary, select the Requires a Secure Connection (SSL) and/or Requires Authentication check boxes.

12. Click Next.

13. When the Your Email Account Was Added screen appears, click Finish.

14. In Live Mail, click the Windows Live Mail button, click New, and then click Email Message.

15. When the New Message window appears, if necessary, select the correct account in the From menu.

16. Address the message to an email account you can check.

17. Add a subject line and some content, and then click Send.

18. After a few moments, check the email account to which you sent the test message to make sure it arrived.

19. From that email account, send a test message to the email account you configured in Windows Live Mail and verify that the message was received.

20. When you have finished, close Windows Live Mail.

Criteria for Completion

You will have successfully completed this assignment when you have created a new email account in Windows Live Mail and can send and receive emails using this account.

Task 2.27: Rolling Back Device Drivers

Generally, it’s a good idea to keep the device drivers for all devices installed on a computer up to date, but occasionally, after updating a device driver, a problem can occur. This can include the device no longer functioning properly or even resulting in the computer not being able to boot.

For device driver problems that are severe and that prevent your computer from booting, you’ll need to restore to options such as Last Known Good Configuration or Safe Mode. However, for device driver problems that allow your computer to boot, you can always roll back the device driver to the previous version. This assumes that you know it was a device driver update that caused the problem on the computer.

Objective

This task covers objective 220-802:4.6.

Scenario

You have just updated a device driver for the sound card on your Windows 7 computer, rebooted the PC, and immediately noticed that the sound card no longer works. You open a web browser and search for any issues involving the sound card’s device driver and discover that this is a known issue and the manufacturer recommends rolling the device driver back to the previous version.

Scope of Task

Duration

This task should take about 15 minutes or less.

Setup

This task was performed on a Windows 7 computer but it should work almost the same using Windows Vista or Windows XP. You will need an Internet connection if you want to update the drivers of a device on your computer, but you will only need the computer and to select an appropriate device in order to roll back the driver.

Caveat

It is almost always recommended that you keep the drivers for the devices on your computer updated to the latest version, so rolling back the driver for any device on your computer may have unintended consequences, such as the device no longer functioning. It is recommended that you update the driver for the device you intend to use for this task, such as a sound card, to the latest version (if necessary), and then roll the driver back to a prior version. Once you have finished this task, update the driver for the device to the current version again.

Procedure

This task will show you how to roll back the driver for a device on your PC.

Equipment Used

No special equipment is needed.

Details

This task will take you through the steps you will need to perform to roll back the driver for a device installed on your Windows 7 computer.

Rolling Back a Device Driver

1. Click the Windows Start button and then click Control Panel.

2. On the Control Panel screen in Large or Small Icon view, click System.

3. In the left pane of the System screen, click Device Manager.

4. On the Device Manager screen, expand the device category in the list, such as Display Adapters, right-click the desired device, and then click Properties.

5. On the Device Properties box, click the Driver tab.

6. If the Roll Back Driver button on the Properties box is inactive, click the Update Driver button; otherwise, proceed to Step 10.

7. When prompted, select Search Automatically for Updated Driver Software, and then allow the driver software to download and then to install.

8. When the Success message box appears, click Close.

9. Once the driver is updated, repeat the steps necessary to arrive at the Driver tab on the device’s Properties box.

10. Click Roll Back Driver.

11. When prompted, click Yes (it may take several moments before the rollback is complete).

12. After the rollback is complete, click Update Driver again and allow the driver software to be downloaded and then to install.

13. When the Success message box appears, click Close.

14. Close the device’s Properties box, close Device Manager, and then close Control Panel.

Criteria for Completion

You will have successfully completed this assignment when you have rolled back the device driver for a device on your computer and then restored the current device driver.

Task 2.28: Disabling and Removing Hardware Devices

Chances are you use a lot of portable storage devices with your desktop PC, including digital cameras, external USB drives, MP3 players, and mobile phones. These devices can attach to your computer via eSATA, FireWire, and USB interfaces. They are devices that are meant to be portable and easily detachable from your computer, but that doesn’t mean it’s always safe just to “pull the plug.” You’ll need to follow a set of recommended steps in order to make sure any attached storage device is properly removed.

You may also want to disable an internal device on the computer without physically removing it. There are times when a device, or more likely its drivers, is causing a problem on your computer. You can disable the device in Device Manager, which will prevent the device’s drivers from being loaded.

Objective

This task covers objective 220-802:4.7.

Scenario

You have an external USB drive and a smartphone attached to your Windows 7 computer and you would like to safely remove them. You also are having problems with the DVD drive on your computer and want to disable the device without physically removing it.

Scope of Task

Duration

This task should take about 15 to 20 minutes.

Setup

You’ll need to have a Windows 7 computer, a USB flash drive, and a smartphone. The external devices must be already attached to the computer. You must also select an internal device, such as the computer’s DVD drive, to disable.

Caveat

Although people often just remove an attached device such as a USB thumb drive without taking steps in the software to disable the device first, it isn’t recommended to do so. Although the devices themselves may not be harmed, the data integrity can be compromised. When in doubt, always play by the rules.

Procedure

This task will show you how to safely disable and remove portable and internal hardware devices.

Equipment Used

No special equipment is needed besides the equipment already described in the “Setup” section for this task.

Details

This task will take you through the steps for removing a portable device from a Windows 7 computer and disabling an internal device.

Disabling or Removing a Portable Storage Device and Internal Devices

Removing Portable Storage Devices

1. Close all web browsers, screens, dialog boxes, files, and windows on your computer.

2. Click the Windows Start button and then click Computer.

3. In the Devices with Removable Storage section of the Windows screen, right-click a removable disk and click Eject.

4. After the Success message appears, remove the storage device.

5. To remove a device such as a smartphone, use the smartphone’s software or recommended procedure before removing the device, rather than disconnecting it in Windows.

6. Remove the smartphone’s cable from the computer when the phone’s software indicates it is safe.

The procedure to remove a smartphone using its own software varies widely depending on the make and model of the device. Refer to the smartphone’s documentation for the correct set of steps. You can also use Windows to disconnect the smartphone by right-clicking the Safely Remove Hardware icon in the System Tray notification area.

7. Close the Computer screen when finished.

Disabling an Internal Device Without Removing It

1. Click the Windows Start button, right-click Computer, and then click Properties.

2. On the System screen in the left pane, click Device Manager.

3. Expand an item in the Device Manager list such as DVD/CD-ROM drives.

4. Right-click the desired device and click Disable.

5. When prompted by the Warning box, click Yes.

When a device is disabled, a black down arrow appears next to the device.

6. Right-click the device in the list again and verify that instead of the Disable option, the Enable option is available.

7. If you so desire, click the Enable option to reenable the device.

8. When you have finished, close Device Manager and then close the System screen.

Criteria for Completion

You will have successfully completed this task when you have safely removed the portable USB drive and smartphone and when you have disabled the internal DVD drive on the computer.

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Table of Contents for Phase 2: Maintaining and Documenting Computer Systems

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Phase 2

Maintaining and Documenting Computer Systems

Task 2.1: Identifying a Motherboard

Objective

Scenario

Scope of Task

Duration

Setup

Caveat

Procedure

Equipment Used

Details

Download, Install, and Run Belarc Advisor

Criteria for Completion

Task 2.2: Identifying a Power Supply

Objective

Scenario

Scope of Task

Duration

Setup

Caveat

Procedure

Equipment Used

Details

Locating the Correct Power Supply for Your PC

Criteria for Completion

Task 2.3: Performing a Quick Test and Replacing a Power Supply

Objective

Scenario

Scope of Task

Duration

Setup

Caveat

Procedure

Equipment Used

Details

Testing and Replacing a Power Supply

Testing a Power Supply with a Paper Clip

Replacing a Power Supply in a Computer

Criteria for Completion

Task 2.4: Searching for Windows Vista Drivers

Objective

Scenario

Scope of Task

Duration

Setup

Caveat

Procedure

Equipment Used

Details

Locating Device Drivers for a Windows Vista PC

Criteria for Completion

Task 2.5: Listing All of the Drivers Installed on a Windows 7 PC

Objective

Scenario

Scope of Task

Duration

Setup

Caveat

Procedure

Equipment Used

Details

Listing All of the Drivers on a Windows Vista Computer

Criteria for Completion

Task 2.6: Cleaning Fans

Objective

Scenario

Scope of Task

Duration

Setup

Caveat

Procedure

Equipment Used

Details

Cleaning the Computer Fans Using Compressed Air and Brushes

Criteria for Completion

Table of Contents for
Phase 2: Maintaining and Documenting Computer Systems