Symbols. See relational operators; wildcard characters

Numbers

0s in IPv6 addresses, omitting, 275

1G cellular networks, 221, 371

2G cellular networks, 221, 371

2.5G cellular networks, 221

3D printers, 438–439, 442

axis, 441

feeders, 440

filaments, 439–440

hotend nozzles, 440–441

preventive maintenance, 460

print beds, 441–442

3G cellular networks, 221, 371

3.5G cellular networks, 221

4G cellular networks, 222, 371

4-pin auxilliary power connectors, 11

5G cellular networks, 222, 371

6-pin PCIe power connectors, 11

8P8C ports. See network ports

8-pin auxiliary power connectors, 11

8-pin PCIe power connectors, 11

20-pin connectors, 10

24-pin connectors, 10

32-bit buses, 66

32-bit processors, 68, 502–503

64-bit buses, 66

64-bit processors, 68, 502–503

802.11a protocol, 217–218

802.11ac protocol, 217, 218

802.11b protocol, 217, 218

802.11g protocol, 217, 218

802.11i protocol, 891R

802.11n protocol, 218

A

AAA authentication process, 231

AAA servers, 829

accelerometers, 741

access

BIOS security, 104–105

broad network access, cloud computing, 487

Ease of Access control panel (Windows), 574

firewalls

DMZ access, 870

network access, 869

hardware access, OS and, 497

UEFI security, 104–105

user accounts

changing admin user credentials, 861

guest access, 860

idle timeouts, 861

logging failed logins, 861

screen saver locks, 861

terminating employee access, 860

tracking login times, 861

accounts

administrator accounts, 516, 863, 865

email accounts

Android configuration, 381–382

Internet email, 382–383

iOS configuration, 382

required information, 380–381

group accounts

Active Directory, 867–868

administrator accounts, 865

assigning users to, 864

configuring, 862, 868

creating, 866–867

guest accounts, 865

Local Users and Groups Manager tool, 862

Local Users and Groups (Windows), 618–619

properties of, 865–866

user groups, 865

guest accounts, 863, 865

security policies, 856

lockout policies, 857–858

password histories, 857

user accounts, 516

Active Directory, 867–868

admin user credentials (default), changing, 861

configuring, 862, 868–869

creating, 515–516, 864

employee access, terminating, 860, 861

failed logins, logging, 861

guest access, 860

idle timeouts, 861

Local Users and Groups Manager tool, 862, 863–864

Local Users and Groups (Windows), 618–619

maintenance, 860–861

passwords, 853

Power User accounts, 864

properties of, 863

screen saver locks, 861

UAC, 576–577, 861

User Accounts control panel (Windows), 573, 575–579

user groups, 865

ACPI (Advanced configuration and Power Interface)

BIOS, ACPI management, 345–346

power states, 345

action plans (troubleshooting process), 174–175

laptops, 393–394

Linux, 796–797

MacOS, 796–797

mobile devices, 393–394, 796–797

network errors, CH06.01020–312

printers, 463

security, 903

Windows, 709

activating/deactivating features, Windows, 609

active cooling, 115

Active Directory

group accounts, 867–868

user accounts, 867–868

active listening, 918–919

active partitions, 511–512

ActiveX Filtering, 881–882

adapter cards, 25–26, 27, 28. See also expansion cards

AGP adapter cards, 27

capture cards, 26, 76, 80

eSATA adapter cards, 26, 130

expansion slots, 76–77

graphics cards, 75, 77

installing, 74–75, 80–81

I/O cards, 75–76, 79

maintenance, 166

modem adapters, 27

NIC, 26, 76, 80

SCSI adapters, 27

selecting, 75–80

sound adapters, 25–26

sound cards, 75, 78

storage controller cards, 75, 78–79

TV tuner cards, 26

USB adapter cards, 144–145

USB controller cards, 26

video adapters, 26

wireless NIC, 26

adapters, 41

additive manufacturing. See 3D printers

add-on cards. See adapter cards

addressing (network), 280

dynamic addressing, 277–278

IPv4 addresses, 269, 270, 280

configuring, 283–284

displaying, 272–273

dynamic addressing, 277–278

format of, 271, 273–274

iPhone, 284

link-local addressing, 278, 279

NAT for IPv4, 297–298

network configuration, 292–293

properties of, 273

static addressing, 276, 318

subnet masks, 274

troubleshooting, 314

whitelisting/blacklisting, 306, 871

wired network connections, 690–691

IPv6 addresses, 269, 270, 280

compressing, 274–275

displaying, 272–273

dynamic addressing, 277–278

format of, 271, 274–275

link-local addressing, 279–280

omitting 0s, 274–275

static addressing, 276–277, 318

whitelisting/blacklisting, 306, 871

wired network connections, 692

link-local addressing, 278–280

MAC addresses, 269–270, 280, 303

Android devices, 303–304

displaying, 272–273

filtering, 303–306, 871

format of, 270–271

iPhone, 303–304

Playstation 4, 304

Windows PC, 305

NAT for IPv4, 297–298

physical addresses. See MAC addresses

static addressing, 276–277

Wi-Fi addresses. See MAC addresses

Wi-Fi MAC addresses. See MAC addresses

ADF (Automatic Document Feeders), 42, 412–413

admin user credentials (default), changing, 861

administration, Linux commands, 786–793

administrative shares, 684

Administrative Tools control panel (Windows), 614–615, 623

Component Services, 620

Computer Management Console, 615–616

Data Sources, 622

Event Viewer, 616–617

Local Users and Groups, 618–619

Performance Monitor, 619

Print Management, 622

Services console (services.msc), 620–621

Windows Memory Diagnostics, 623

administrator accounts, 516, 865

Local Users and Groups Manager tool, 863

Run as Administrator (Windows), 559

Advanced tab (Network and Internet control panel), 584

AT (Advanced Technology), 9

adware, 818

Aero, 542

aerosol cans, disposal of, 156

AFP (Apple Filing Protocol), 215

AGP (Accelerated Graphics Port) adapter cards, 27

AGP expansion slots, 28

AIK (Automated Installation Kit), 521

airplane mode, 371–372

alarms (security), 840

all-in-one computers, 8

AMD sockets, supported processors, 67

analog (dialup) Internet connections, 203

Android devices, 729–730, 737. See also mobile devices

applications (apps), 734

backups, 385

Bluetooth pairing, 377–378

email configuration, 381–382

Google Now, 753–754

GPS, 745–746

GUI, 730–731

home screen, 734–736

icons, organizing, 734–735

Location Services, 745–746

MAC addresses, 303–304

navigation icons, 735–736

NFC payments, 749

notification icons, 736

screens

calibration, 743

orientation, 741–742

sideloading, 734

synchronizing, 384–385, 387

touchscreen interface, 734

updating, 766

VPN, 750–751

widgets, organizing, 734–735

Wi-Fi calling, 747–748

angry customers, IT professionalism, 924

anti-malware programs, 820–822

Linux, 781

MacOS, 781

preventing, 820–822, 823

antivirus software

Linux, 781

MacOS, 781

mobile devices, 763–764

AP (Access Points), 198, 237

APFS (Apple File System), 768

App History tab (Windows 10 Task Manager), 555

Appearance and Personalization control panel (Windows), 574

Apple Aqua Desktop, 771–772

application layer filtering, 895

application port numbers, 213, 216–217

email/identity management protocols, 214

file transport/management protocols, 215

network operations protocols, 216

remote access protocols, 215

World Wide Web-related protocols, 214

applications (apps)

Android devices, 734

cloud applications, 483

iOS devices, 732–733

locator applications, mobile devices, 759–760

managing, OS and, 499

Windows installations/configurations, 639, 644

Compatibility mode, 642

installing, 640–641

security, 643–644

system requirements, 639–640

uninstalling programs, 642–643

Applications tab (Windows 7 Task Manager), 556

apt-get command, Linux, 792

AR (Augmented Reality) headsets, 51–52, 334–335, 366

architectures, CPU, 111–112, 116

arrays, Disk Management (Windows), 635–636

ASA (Adaptive Security Appliances), 241, 829

aspect ratio, 137, 138

assembling PC, 61, 89

adapter cards, 74–75, 80–81

capture cards, 76, 80

cases, 62–63

CPU, 65, 67–68

data cables, 84, 85

external storage devices, 83–84

fans, 63–64

front panel cables, 85, 87, 88

front panel connectors, 87–88

graphics cards, 75, 77

HDD, 69–70, 71–73

internal drives, 69

I/O cards, 75–76, 79

media readers, 81–83

motherboards, 65, 66, 69

NIC, 76, 80

optical drives, 70–71, 73–74

power cables, 84–85

power supplies, 62, 64, 65

RAM, 65, 68–69

safety, 61–62

sound cards, 75, 78

storage controller cards, 75, 78–79

system panel connectors, 86–87

USB motherboard connectors, 87

assistants (virtual)

Google Now, 753–754

“Okay Google”, 753

Siri, 738, 754

asterisk (*) wildcard character, Windows CLI, 650–651

asymmetric encryption, 888–889

ATA (Advanced Technology Attachment)

PATA, 30

storage devices, 30

ATX (AT Extended)

motherboards, 15–16

power supplies, 9

audio

audio cards

audio/video editing workstations, 148

gaming PC, 152

audio/video editing workstations, 147

audio cards, 148

monitors, 149

storage, 149

video cards, 148

cables, 88

Hardware and Sound control panel (Windows), 573

headphones, 53, 375

jacks, 86

microphones, 47, 344

ports, 39, 86, 122

sound adapters, 26

speakers, 53, 86

Bluetooth speakers, 375

replacing in laptops, 360

voice recognition scanners, 49

authentication

802.11i protocol, 891

AAA authentication process, 231

BIOS, 850

open authentication, 891

printer sharing, 449

servers, 231

shared key authentication, 891

WEP, 891

wireless networks, 891

WPA, 891

WPA2, 891, 892

WPS, 892–893

AutoPlay, disabling, 883–884

auto-rotation (screen orientation), mobile devices, 741–742

AutoRun, disabling, 883

auxiliary power connectors, 11

axis, 3D printers, 441

B

backlights, laptops, 343

backups

Android devices, 385

cloud backups, 932

data backups, 168

data security, 842

disaster prevention/recovery, 932

iOS devices, 385–387

liability release forms, 168

Linux, 775–776

local backups, 932

local snapshots, 776

MacOS, 776–777

mobile devices, 390

remote backups, mobile devices, 758–759

baiting attacks, 833

barcode readers (RFID), 219

barcode scanners, 45

bare-metal hypervisors. See Type 1 (native) hypervisors

BASH, relational operators, 954

basic disks, partitioning hard drives, 512

batch file (Windows), 949, 950, 951

relational operators, 954

script example, 949

batteries. See also electrical power

CMOS, 102

disposal of, 156

laptops, replacing, 357–358

mobile devices, 361

BD (Blu-Ray Discs), 33, 71

BD-R (BD-Recordable), 71

BD-RE (BD-Rewritable), 34, 71

BD-ROM (BD-Read Only Memory), 34, 71

beep codes, 100–101, 170

behavior. See professionalism (IT)

belts/carriages, inkjet printers, 423

Berg keyed connectors, 10

billing, mobile devices, 749

biometric locks, 755–758, 838

BIOS (Basic Input/Output System), 98–99, 101. See also ROM

ACPI management, 345–346

authentication, 850

beep codes, 100–101, 170

chips

motherboards, 13

troubleshooting, 186

configuring, 104, 107

downloading, 106

firmware

troubleshooting, 186

updates, 105–106, 107

flashing the BIOS, 106–107

menus, 99

passwords, 850–851

POST, beep codes, 100–101

release notes, 106–107

security, 850–851

access levels, 104–105

data encryption, 105

LoJack (persistence modules), 105

TPM, 105

settings, 104

terminology, 104

TPM, 845–847

troubleshooting, 170

UEFI BIOS utility system, 103–105

BitLocker, 539, 611–612, 844–847

BitLocker to Go, 844–847

blacklisting/whitelisting, 306, 871

blackouts, 110

Bluetooth, 218, 346–347

classifications, 347

mobile devices, 364

gaming controllers, 376

headphones, 375

keyboards, 376

mouse, 376

speakers, 375

pairing devices, 347, 377–378

PAN, 347

specifications, 347

BNC (Bayonet Neill-Concelman) connectors, 133

Bonjour print services, 452

boot device priority, 524–525

boot sector viruses, 817

boot sequence, 515, 524, 526–527

Windows 7 startup modes, 525–526

Windows 8 startup modes, 526–527

Windows 8.1 startup modes, 526–527

Windows 10 startup modes, 526–527

Boot tab (System Configuration tool), 625–626

bootup process, 98

BIOS, 98–99

CMOS, 101–102

configuring, 104, 107

downloading, 106

firmware updates, 105–106, 107

flashing the BIOS, 106–107

menus, 99

POST, 100–101

release notes, 106–107

security, 104–105

settings, 104

terminology, 104

UEFI BIOS utility system, 103–104

boot device priority, 524–525

boot sequence, 515, 524, 526–527

Windows 7 startup modes, 525–526

Windows 8 startup modes, 526–527

Windows 8.1 startup modes, 526–527

Windows 10 startup modes, 526–527

CMOS, 99, 101

batteries, 102

chips, 101–102

Last Known Good Configuration, 526

MBR, 524

multibooting, 514

POST, 98

beep codes, 100–101

troubleshooting, 101

secure boot, 105

UEFI, 99

configuring, 104, 107

firmware updates, 105–106, 107

menus, 99

security, 104–105

settings, 104

terminology, 104

UEFI BIOS utility system, 103–104

VBR, 524

botnets, 826

branch caches, 539

bridges, 233

brightness, adjusting, 137

Android devices, 743

iOS devices, 744

broad network access, cloud computing, 487

broadband Internet connections, 203–204

broadband satellite Internet connections, 206

brownouts, 110

browsers (web)

Internet Explorer, 588

security, 876–877, 882

ActiveX Filtering, 881–882

InPrivate Browsing, 877–879

OTP, 877

pop-up blockers, 879–880

replay attacks, 877

SmartScreen Filter, 880–881

BSOD (Blue Screen of Death), troubleshooting, 187

buffered memory, 69

building

network cables, 256

PC, 61, 89

adapter cards, 74–75, 80–81

capture cards, 76, 80

cases, 62–63

CPU, 65, 67–68

data cables, 84, 85

external storage devices, 83–84

fans, 63–64

front panel cables, 85, 87, 88

front panel connectors, 87–88

graphics cards, 75, 77

HDD, 69–70, 71–73

internal drives, 69

I/O cards, 75–76, 79

media readers, 81–83

motherboards, 65, 66, 69

NIC, 76, 80

optical drives, 70–71, 73–74

power cables, 84–85

power supplies, 62, 64, 65

RAM, 65, 68–69

safety, 61–62

sound cards, 75, 78

storage controller cards, 75, 78–79

system panel connectors, 86–87

USB motherboard connectors, 87

buses

32-bit buses, 66

64-bit buses, 66

front-side buses, 68

CPU, 112

troubleshooting, 187

buttons

Power button, 86, 88

Reset button, 86, 88

C

cables, 42, 251

audio cables, 88

building, 256

coax cables, 131–132, 252

RG-6 cables, 132

RG-59 cables, 132–133

coax connectors, 252

data cables, installing, 84, 85

DVI connectors, 34–35

eSATA cables, 129

fiber-optic cables, 205, 256–257

MMF cables, 258–259, 261

SMF cables, 258

structure of, 257–258

fiber-optic connectors, 259–260, 261

duplex multimode LC, 261

LC, 260–261

SC, 260

ST connectors, 260

front panel cables, installing, 85, 87, 88

HDMI cables, 36

IDE cables, 40, 134, 135

Internet connections, 204, 205

lightning cables, 128, 363

maintenance, 166

micro-USB cables, 362–363

mini-USB cables, 361–362

MMF cables, 258–259

network cables, 246

pinouts, 256

power cables, installing, 84–85

RCA connectors, 37–38

RG-6 cables, 132

RG-59 cables, 132–133

RJ-45 connectors, 254

SATA cables, 39–40, 128–129

SCSI cables, 133

external SCSI cables, 134

internal SCSI cables, 134–135

SMF cables, 258

STP cables, 253–254

testing, 256

Thunderbolt cables, 36–37

tools, 246–247, 251

cable testers, 248–249

crimpers, 247–248

loopback adapters, 249

multimeters, 248

punchdown tools, 248

tone generators/probes, 249–250

Wi-Fi analyzers, 250

wire cutters, 247

twisted pair cables/connectors, 130, 131, 252, 256

category ratings, 254–255

STP cables, 253–254

T56A wiring scheme, 255

T56B wiring scheme, 255

UTP cables, 252–253, 254–255

USB cables, 40–41, 88, 125

Micro-USB, 126

USB Mini-B, 126

USB Type-A, 125

USB Type-B, 127

USB Type-C, 127, 362

UTP cables, 252–253

Cat 5 UTP, 254

Cat 5E UTP, 254

Cat 6 UTP, 255

VGA connectors, 37

wired networks, cable/device connections, 287

cache memory, 25, 112

caching

hard drives, 449

web pages, 230

call centers, 944–945. See also IT professionalism

angry customers, 924

customer focus, maintaining during calls, 922–925

holding calls, 920–921

illustration of, 945

inexperienced customers, 925

knowledgeable customers, 924

level one technicians, 946–947

level two call center technicians, 947

netiquette, 921–922

prioritizing calls, 945–946

remote technician labs, 948

rude customers, 923–924

support software, 946

talkative customers, 923

transferring calls, 921

work orders, 947

calling (Wi-Fi), 747–749

cameras

digital cameras, 46

webcams, 46

capacitors, power supply voltage, 109

capture cards, 26, 76, 80

card readers, laptops

flash card readers, 353

smart card readers, 353–354

carriages/belts, inkjet printers, 423

case statements, 955

cases (PC), 6–7, 11

all-in-one computers, 7

assembling, 62–64

compact towers, 7–8

fans, 63–64, 114

full-size towers, 7

horizontal cases, 7

cash receipt thermal printers, 435

Cat 5 UTP (Unshielded Twisted Pair) cables, 254

Cat 5E UTP cables, 254

Cat 6 UTP cables, 255

cause (troubleshooting process), theory of probable

establishing, 173

laptops, 392, 393

Linux, 795–796

MacOS, 795–796

mobile devices, 392, 393, 795–796

network errors, 311–312

printers, 462

security, 901–902

testing, 173–174, 311–312

Windows, 708–709

CAx workstations, 145–146

RAM, 146–147

storage, 147

video cards, 146

cd command, 653–654, 951, 952

CD (Compact Discs), 33, 71

CDFS (Compact Disc File System), 513

CD-R (CD-Recordable), optical drives, 34

CD-ROM (CD-Read Only Memory), optical drives, 34, 71

CD-RW (CD-Rewritable), optical drives, 34, 71

cell phones, 360–361. See also mobile devices

airplane mode, 371–372

Android devices, MAC addresses, 303–304

batteries, 361

Bluetooth, 218

cellular networks, 370–371

characteristics of, 331

disposal of, 157

features of, 332

fitness trackers, syncing, 334

hotspots, 364

iPhone

Bluetooth, 218

Find My iPhone application, 760

IPv4 addresses, 284

MAC addresses, 303–304

SD cards, 361

SIM cards, 361, 369

tethering, 332, 364, 374

wireless connections, 364

cellular data toggles, iOS, 372–373

cellular networks, 206–207, 221, 370–371

1G, 221, 371

2G, 221, 371

2.5G, 221

3G, 221, 371

3.5G, 221

4G, 222, 371

5G, 222, 371

LTE, 222

mobile hotspots, 207

personal hotspots, 207

tethering, 207

WAN, 348

Centronics connectors, 134

CGA (Color Graphics Adapter) standard, 138

chain of custody, legal considerations, 943

change management, IT professionalism, 928

change control process, 928–929

disaster prevention/recovery, 931, 934

backups, 932

overview of, 931

plans, 933–934

power/environment controls, 933

channels (wireless networks), 295

chemical solvents, disposal of, 156

chipsets

motherboards, 13, 14–15

Northbridge chipsets, 15

Southbridge chipsets, 15

chkdsk command, 666–668

chmod command, 789–790

chown command, 791

CISC (Complex Instruction Set Computers), 112

clean installations, 524

clear command, 952

CLI (Command-Line Interface), 498, 644, 650

cls command, 648

command /?647–648

Command Shell, 645–646, 650

F7 key, 649

File System CLI commands, 650–666

disk commands, 666–670

file commands, 658–666

folder commands, 654–658

Group Policy commands, 675–677

navigation commands, 651–654

syntax, 650–651

task and system CLI commands, 670–675

wildcard characters, 650–651

help command, 646–647

Linux, 773–775

administrative commands, 786–793

directory commands, 783

file commands, 783

ls -l command, 783–784

syntax, 783, 786, 793

MacOS, 773–775

network CLI commands, 695

PowerShell, 645

up-arrow key, 648–649

wildcard characters, 650–651

clients (email), 378–379

client-server roles

email, 224

files, 223

network services, 222–223

web clients, 223–224

client-side virtualization, 478–479

guest OS, 479

host computers, 479

host OS, 479

hypervisors, 480–482

Clock and Region control panel (Windows), 574, 604–608

cloning disks, 517–518

closed-ended questions (troubleshooting process), 170, 311, 919

cloud computing, 475, 487. See also networks

applications, 483

backups, 932

broad network access, 487

characteristics of, 487

community clouds, 486

email, 483

file storage, 483–484

hybrid clouds, 486

ITaaS, 485

Meraki, 245–246

mobile devices, 758

locator applications, 759–760

remote backups, 758–759

models of, 485–487

network controllers, 245–246

on-demand (self-service) cloud computing, 487

PaaS, 484

printing, 438

private clouds, 486

public clouds, 485–486

rapid elasticity, 487

resource pooling, 487

SaaS, 484

scenarios, 485–486

services, 484–485

VDI, 484

virtualization and, 475

WVD, 484

cls command, 648, 951

CMOS (Complementary Metal-Oxide Semiconductors), 99, 101. See also RAM

batteries, 102

chips, 101–102

CMYK color wheel, 410–411

coax cables/connectors, 131–132, 252

BNC connectors, 133

RG-6 cables, 132

RG-59 cables, 132–133

collated printing, 443–444

color, printers, 410–411

command /?647–648

Command Shell (Windows), 645–646, 650

commands

apt-get command, 792

cd command, 653–654, 951, 952

chkdsk command, 666–668

chmod command, 789–790

chown command, 791

clear command, 952

cls command, 648, 951

command /?647–648

copy command, 662–663, 951

cp command, 952

date command, 951, 952

dd command, 793

del command, 661

dir command, 652–653, 951

diskpart command, 668–670

dism command, 672–673

<Drive>: command, 651–652

F7 key, 649

File System CLI commands

disk commands, 666–670

file commands, 658–666

folder commands, 654–658

Group Policy commands, 675–677

navigation commands, 651–654

syntax, 650–651

task and system CLI commands, 670–675

wildcard characters, 650–651

format command, 668

gpresult command, 676–677

gpupdate command, 675–676

help command, 646–647

ifconfig command, 788–789

ipconfig command, 280, 694–695

ipconfig/all command, 272–273, 303

ipconfig/release command, 318

ipconfig/renew command, 318

iwconfig command, 789

kill command, 788

Linux

administrative commands, 786–793

directory commands, 783

file commands, 783

ls command, 952

ls -l command, 783–784

root access commands, 790–793

syntax, 783, 786, 793

md command, 654–656

mkdir command, 951, 952

more command, 660–661

move command, 656–657, 665–666

net use command, 677–678

net user command, 678–679

network CLI commands, 695

nslookup command, 318, 695

passwd command, 787

ping command, 695

displaying options, 285

testing connectivity, 286

troubleshooting, 314, 318

verifying network connectivity, 280

ps command, 787–788

ren command, 657–658

robocopy command, 664–665

sfc command, 673–674

shutdown command, 674–675, 792

sudo command, 790–791

taskkill command, 671–672

tasklist command, 670–671

tracert command, 695

type command, 659–660

up-arrow key, 648–649

Windows Run utility, 679–680

xcopy command, 663–664

commercial software licenses, 940

common problems, troubleshooting

PC, 176–177

CPU, 177, 181–182

displays, 177, 183–184

internal components, 177, 178–180

memory, 177, 181–182

motherboards, 177, 178–180

power supplies, 177, 180–181

storage devices, 177–178

security, 904–905

communication encryption, 887

asymmetric encryption, 888–889

authentication, 891

hash encoding, 887

SSID encryption, 890–891

symmetric encryption, 888

communication skills

customer service

active listening, 918–919

angry customers, 924

focus, maintaining during calls, 922–925

guidelines, 916

holding calls, 920–921

inexperienced customers, 925

Know, Relate, and Understand rule, 918

knowledgeable customers, 924

netiquette, 921–922

open-ended/closed-ended questions, 919

professional behavior, 919–920

rude customers, 923–924

talkative customers, 923

transferring calls, 921

operational procedures/documentation, 925, 928

IT department documentation, 926–927

overview of, 925–926

regulatory compliance requirements, 927–928

troubleshooting and, 915–917

community clouds, 486

compact towers (PC), 7–8

CompactFlash, 82

Compatibility mode, Windows applications, 642

compliance requirements (regulatory), 927–928

Component Services (Windows), 620

compressing IPv6 addresses, 274–275

computer equipment (security), 840–841

computer forensics, 940–941

Computer Management Console (Windows), 615–616

computers (all-in-one), 8

computers (host), 479

computers (laptop), 328–329, 330–331, 335, 336, 337, 339, 400. See also mobile devices

addressing (network), displaying addresses, 272–273

batteries, replacing, 357–358

Bluetooth connections, 348

cellular WAN connections, 348

configuring

power settings, 344–346

wireless settings, 346–350

cooling systems, 390

CPU, 337–338, 360

DC jacks, replacing, 358

displays, 341, 390

backlights, 343

cutoff switches, 343

detachable screens, 342

inverters, 343

LCD displays, 336, 344

LED displays, 341

OLED displays, 341

touchscreens, 342

docking stations, 341

drives, replacing, 359

expansion cards, 351–352

expansion modules, 351–356

expansion slots, 351

flash memory, 352–353

frames, replacing, 360

Function keys, 340

I/O ports, 390

keyboards, 357, 390

microphones, 344

motherboards, 336, 360

PCIe cards, 348–350

port replicators, 341

power supplies, 346

ACPI power states, 345

BIOS, ACPI management, 345–346

preventive maintenance, 388–390

RAM, 337–338, 355

replacing components, 356–360

SATA drives, 338–339

screens, replacing, 357

shutting, 343

smart card readers, 353–354

SODIMM memory, 354–355, 356

speakers, replacing, 360

SSD, 339

touchpads, 390

troubleshooting, 391

common problems, 395–398

documenting solutions, 395

identifying the problem, 391–392

plan of action, 393–394

preventive measures, 394

theory of probable cause, 392, 393

verifying functionality, 394

webcams, 344

Wi-Fi antenna connectors, 344

wireless cards, replacing, 360

computers (personal)

adapter cards, 25–27, 28

adapters, 41

assembling, 61, 89

adapter cards, 74–75, 80–81

capture cards, 76, 80

cases, 62–63

CPU, 65, 67–68

data cables, 84, 85

external storage devices, 83–84

fans, 63–64

front panel cables, 85, 87, 88

front panel connectors, 87–88

graphics cards, 75, 77

HDD, 69–70, 71–73

internal drives, 69

I/O cards, 75–76, 79

media readers, 81–83

motherboards, 65, 66, 69

NIC, 76, 80

optical drives, 70–71, 73–74

power cables, 84–85

power supplies, 62, 64, 65

RAM, 65, 68–69

safety, 61–62

sound cards, 75, 78

storage controller cards, 75, 78–79

system panel connectors, 86–87

USB motherboard connectors, 87

cables, 42

DVI connectors, 34–35

HDMI cables, 36

IDE cables, 40

RCA connectors, 37–38

SATA cables, 39–40

Thunderbolt cables, 36–37

USB cables, 40–41

VGA connectors, 37

cases, 6–7, 11

all-in-one computers, 7

compact towers, 7–8

full-size towers, 7

horizontal cases, 7

common problems, troubleshooting, 176–177

CPU, 177, 181–182

displays, 177, 183–184

internal components, 177, 178–180

memory, 177, 181–182

motherboards, 177, 178–180

power supplies, 177, 180–181

storage devices, 177–178

connectors, 42

DVI connectors, 34–35

RCA connectors, 37–38

VGA connectors, 37

converters, 41

cooling systems, 17–18

CPU, 18

defined, 16–17

sockets, 17

ZIF, 17

defined, 4

disassembling, 53

expansion slots, 13, 25, 27, 28

AGP expansion slots, 28

mini-PCI expansion slots, 27

PCI expansion slots, 27–28

PCIe expansion slots, 28

PCI-X expansion slots, 27

riser cards, 28

input devices, 42, 50

ADF, 42

barcode scanners, 45

digital cameras, 46

facial recognition scanners, 48

fingerprint scanners, 48–49

flatbed scanners, 42

gamepads, 43

joysticks, 43

keyboards, 42

KVM switches, 43

magnetic stripe readers, 45

microphones, 47

mouse, 42

NFC devices/terminals, 48

signature pads, 46–47

smart card readers, 47

stylus, 44

touchscreens, 43–44

voice recognition scanners, 49

VR headsets, 49, 51

webcams, 46

maintenance, 164

benefits of, 164–165

dust, 165

internal components, 165–166

memory, 18, 25

cache memory, 25

EEC memory, 25

memory modules, 23–24

nonparity memory, 25

parity memory, 25

RAM, 19, 21–22, 25

ROM, 18–21

speeds, 24–25

troubleshooting errors, 25

motherboards, 12, 16, 336

ATX, 15–16

BIOS chips, 13

chipsets, 13, 14–15

component connections, 14–15

CPU, 12

expansion slots, 13

form factors, 15–16

IDE, 13

ITX, 15, 16

Micro-ATX, 15, 16

Micro-ITX, 15, 16

RAM, 12

SATA, 13

UEFI chips, 13

USB, 14

output devices

AR headsets, 51–52

defined, 50

headphones, 53

monitors, 50–51

printers, 52

projectors, 51

speakers, 53

VR headsets, 51

ports

8P8C ports. See network ports

audio ports, 39

DisplayPorts, 35

DVI connectors, 34–35

game ports, 39

I/O ports, 38

network ports, 39

PS/2 ports, 38, 121–122

RCA connectors, 37–38

RJ-45 ports. See network ports

VGA connectors, 37

power supplies, 6, 9, 11

AT, 9

ATX, 9

connectors, 9–11

EPS12V, 9

form factors, 9

voltage, 11

security, workstations, 849–850

BIOS, 850–851

logins, 851–853

storage devices, 28–29

ATA, 30

EIDE, 30

floppy disk drives, 30

HDD, 30

IDE, 30

interfaces, 29–30

magnetic media storage, 30

optical drives, 32–34

PATA, 30

SATA, 29, 30

SCSI, 30

semiconductor storage, 31–32

SSD, 31–32

SSHD, 32

tape drives, 30

Windows, MAC addresses, 305

computers (specialized), 145, 153

audio/video editing workstations, 145–146

audio cards, 148

monitors, 149

storage, 149

video cards, 148

CAx workstations, 145–146

RAM, 146–147

storage, 147

video cards, 146

gaming PC, 151

audio cards, 152

cooling systems, 153

storage, 152–153

video cards, 151–152

NAS, 154–155

thick clients, 154

thin clients, 153–154

virtualization workstations, 150

processors, 150–151

RAM, 151

COM (Component Object Models), 620

conditional statements, 953, 955

if-then statements, 954

loops, 955

do-while loops, 956–957

for loops, 955–956

post-test loops, 955

pre-test loops, 955

while loops, 956

relational operators, 954

configuring

applications, Windows configurations, 639–644

audio/video editing workstations, 147–149

BIOS, 104

CAx workstations, 145–147

DHCP addressing, 277–278

exceptions to Windows Defender Firewall, 874–875

firewalls, 307, 895

gaming PC, 151–153

group accounts, 862, 868

idle timeouts, 861

Internet Explorer, 588

IoT devices, 308–309

IPv4 addresses, 283–284

laptops

power settings, 344–346

wireless settings, 346–350

networks

profiles, 692–693

wired networks, 290–293

wireless networks, 293–296

NIC, 280, 283–284, 286

printers, 444–445, 446

media control options, 445

output options, 445

sharing, 448–449

screen saver locks, 861

specialized computers, 145–153

SSID, wireless networks, 294

UEFI, 104

user accounts, 862, 868–869

virtualization workstations, 150

Wi-Fi, 889–890

Windows Defender Firewall, 876

wired network connections, 688

Internet connectivity, verifying with Windows GUI, 693–694

ipconfig command, 694–695

IPv4 addresses, 688

IPv6 addresses, 692

network CLI commands, 695

network profiles, 692–693

wired NIC, 689–690

wired networks, 286

cable/device connections, 287

switch port/device connections, 287

wireless router/modem connections, 288–289

wired NIC, 689–690

wireless mesh networks, 201, 296

wireless networks, 286, 299, 695–697

remote access protocols, 697–699

Remote Assistance, 699–700

Remote Desktop, 699–700

SSH, 698–699

Telnet, 698–699

VPN access, 697–698

connection technologies (Internet), 203, 207

analog (dialup) connections, 203

broadband connections, 203–204

cable connections, 204, 205

cellular connections, 206–207

mobile hotspots, 207

personal hotspots, 207

tethering, 207

DSL connections, 204

ISDN, 203

line of sight wireless Internet, 205

satellite Internet connections, 206

tethering, 207

Connections tab (Network and Internet control panel), 582–583

connectivity

Internet connections

troubleshooting secure connections, 316–317

verifying with Windows GUI, 693–694

mobile devices, troubleshooting, 374

monitors, 137

network connectivity, troubleshooting, 315–316

printers

Ethernet connections, 416

FireWire connections, 415–416

parallel connections, 415

serial connections, 414

USB connections, 415

wireless connections, 416–417

testing, ping command, 286

connectors, 42

BNC connectors, 133

Centronics connectors, 134

coax connectors, 131–132, 252

duplex multimode LC, 261

DVI connectors, 34–35

fiber-optic connectors, 259–260, 261

duplex multimode LC, 261

LC, 260–261

SC, 260

ST connectors, 260

front panel connectors, installing, 87–88

IDE connectors, 134

LC, 260–261

lightning connectors, 128

power supplies, 9–10

20-pin connectors, 10

24-pin connectors, 10

auxiliary power connectors, 11

Berg keyed connectors, 10

Molex keyed connectors, 10

PCIe power connectors, 11

SATA keyed connectors, 10

slotted connectors, 10

RCA connectors, 37–38

RJ-11 connectors, 131

RJ-45 connectors, 130, 254

SATA connectors, 128–129

SC, 260

SCSI connectors, 133

Centronics connectors, 134

internal SCS connectors, 134–135

ST connectors, 260

system panel connectors, installing, 86–87

twisted pair connectors, 130, 252

RJ-11 connectors, 131

RJ-45 connectors, 130

USB connectors, 125

Micro-USB, 126

motherboard connectors, 87

USB Mini-B, 126

USB Type-A, 125

USB Type-B, 127

USB Type-C, 127

VGA connectors, 37

Wi-Fi antenna connectors, laptops, 344

contactless NFC (Near Field Communication), 749

Content tab (Network and Internet control panel), 582–583

contrast ratios, 137

Control Panel (Windows), 567, 568–570, 575

Administrative Tools, 614–615, 623

Component Services, 620

Computer Management Console, 615–616

Data Sources, 622

Event Viewer, 616–617

Local Users and Groups, 618–619

Performance Monitor, 619

Print Management, 622

Services console (services.msc), 620–621

Windows Memory Diagnostics, 623

Appearance and Personalization, 574, 589–591

Clock and Region, 574, 604–608

Devices and Printers control panel, 601–603

Display, 589–591

Ease of Access, 574

File Explorer Options, 612–614

Folder Options, 612–614

Hardware and Sound, 573

Devices and Printers, 601–603

Sound, 603

Network and Internet, 572, 588

Advanced tab, 584

Connections tab, 582–583

Content tab, 582–583

General tab, 580

HomeGroups, 586–587

Network and Sharing Center, 584–586

Privacy tab, 581

Programs tab, 583

Security tab, 580–581

settings, 579

Power, 591–594

Programs, 573, 608–610

Sound, 603

System, 595–599

System and Security, 572

Troubleshooting, 611

User Accounts, 573, 575–579

views, 570–571

controllers (Bluetooth), 376

conventional locks, 836

conversation etiquette, 169

converters, 41

cooling systems

active cooling, 115

CPU, 68, 114–116, 142–143

gaming PC, 153

graphics card cooling systems, 115–116

laptops, 390

PC, 17–18

water cooling systems, 116

copy command, 662–663, 951

core counts (CPU), 113

cost of ownership (TCO), printers, 411–412

cp command, 952

CPU (Central Processing Units), 18

AMD sockets, 67

architectures, 111–112, 116

cache memory, 112

case fans, 114

CISC, 112

cooling systems, 68, 114–116, 142–143

core counts, 113

defined, 16–17

fans, 115, 165

front-side buses, 112

GPU, 114

graphics card cooling systems, 115–116

heat sinks, 114–115, 165

Hyper-Threading, 112

HyperTransport, 112

installing, 65, 142–143

Intel sockets, 67

laptops, 337–338, 360

motherboards, 12

multicore processors, 113

NX bits, 114

overclocking, 112

packages, 66

PC

installing CPU, 65

selecting CPU, 67–68

selecting RAM, 68–69

processors

32-bit processors, 68

64-bit processors, 68

AMD sockets, 67

front-side buses, 68

Intel sockets, 67

processor chips, 67

speeds, 67–68

RAM, maintenance, 165

replacing, laptops, 360

RISC, 112

selecting, PC, 67–68

sockets

LGA sockets, 17

PGA sockets, 17

speeds, 112

thermal compound, 142

troubleshooting, 177, 181–182, 187

upgrading, 142–143

virtualization, 113

water cooling systems, 116

ZIF, 17

Credential Manager (Windows), 577

crimpers, 247–248

cron tables, 779–780

custody (legal considerations), chain of, 943

customers, 168

customer service

active listening, 918–919

angry customers, 924

focus, maintaining during calls, 922–925

guidelines, 916

holding calls, 920–921

inexperienced customers, 925

Know, Relate, and Understand rule, 918

knowledgeable customers, 924

netiquette, 921–922

open-ended/closed-ended questions, 919

professional behavior, 919–920

rude customers, 923–924

talkative customers, 923

transferring calls, 921

liability release forms, 168

OS requirements, 500–501

troubleshooting process, 169–170

beep codes, 170

BIOS, 170

conversation etiquette, 169

documenting responses, 170

open-ended/closed-ended questions, 170, 310–311

POST, 170

work orders, documenting information in, 905

customizing

Appearance and Personalization control panel (Windows), 574, 589–591

Display control panel (Windows), 589–591

Display Settings (Settings app), 588

Windows installations, 517

cutoff switches, laptops, 343

cyber law, 942

D

data

backups, 168

data-sending Trojans, 818

destruction

data wiping, 847–848, 849

HDD, 848–849

encryption

BIOS, 105

BitLocker, 844–847

BitLocker to Go, 844–847

EFS, 844

files/folders, 844–847

UEFI, 105

loss, 841–842, 932

migration, OS upgrades, 506

PCmover Express, 508

USMT, 506–507

Windows Easy Transfer, 507–508

persistent data, 941

privacy, printer sharing, 449

recovery

Linux, 775–776

MacOS, 776–777

security, 841

backups, 842

DLP, 842

files/folders, permissions, 842–843

storage devices, 28–29

ATA, 30

EIDE, 30

floppy disk drives, 30

HDD, 30

IDE, 30

interfaces, 29–30

magnetic media storage, 30

optical drives, 32–34

PATA, 30

SATA, 29, 30

SCSI, 30

semiconductor storage, 31–32

SSD, 31–32

SSHD, 32

tape drives, 30

volatile data, 941

wiping, 763, 847–848

data cables, installing, 84, 85

Data Sources (Windows), 622

date command, 951, 952

DC jacks, 358

dd (disk duplicate) command, 793

DDoS (Distributed DoS) attacks, 826

DDR SDRAM (Double Data Rate SDRAM), 21

DDR2 SDRAM, 22

DDR3 SDRAM, 22

DDR4 SDRAM, 22

DE-15 connectors. See VGA connectors

deactivating/activating features, Windows, 609

deadbolt locks, 837

dedicated print servers, 453–454

default programs, Windows, 609–610

degaussing wands, 847

del command, 661

desktops

Apple Aqua Desktop, 771–772

Ubuntu Unity Desktop, 770–771

Windows 7, 542–543

Windows 8, 543–544

Personalization menu, 546–547

Start menu, 546–547

Windows 10, 545–548

virtual desktops

VDI, 484

WVD, 484

destroying data

data wiping, 847–848, 849

HDD, 848–849

destructive Trojans, 818

detachable screens, laptops, 342

Details tab (Windows 10 Task Manager), 555

developers (printers), disposal of, 156

Device Manager (Windows), 600–601, 603

NIC, updating, 282–283

troubleshooting process, 171–172

Devices and Printers control panel (Windows), 601–603

DHCP (Dynamic Host Configuration Protocol), 216

dynamic addressing, 277–278

IPv4 addresses, network configuration, 292–293

NIC, 286

servers, 225

diagnostic tools, troubleshooting process, 173

dialup (analog) Internet connections, 203

digital assistants

Google Now, 753–754

“Okay Google”, 753

Siri, 738, 754

digital cameras, 46

digitizers

microphones, 47

stylus, 44

DIMM (Dual Inline Memory Modules), 23–24

DIP (Dual Inline Package) chips, 22–23

dir command, 652–653, 951

direct mobile billing, 749

directories

changing, 653–654

File Explorer (Windows), 560–563

Linux commands, 783

Unix permissions, 784–786

disabling

AutoPlay, 883–884

AutoRun, 883

ports, 871

UPnP, 899–900

Windows Defender Firewall, 873–874

disassembling PC, 53

disaster prevention/recovery, 931, 934

backups, 932

overview of, 931

plans, 933–934

power/environment controls, 933

disk cloning, 517–518

disk drives, SSD, 31

Disk Error-Checking tool (Windows), 638

Disk Management (Windows), 632–633, 639

arrays, 635–636

disk CLI commands, 658–659, 670

chkdsk command, 666–668

diskpart command, 668–670

format command, 668

Disk Error-Checking tool, 638

disk operations, 631

drive status, 633–634

mounting disks, 634–635

optimizing disks, 636–638

scenarios, 631–632

storage devices, 509–510

Disk Optimization tool (Windows), 637

disk utilities

Linux, 777–778

MacOS, 777–778

diskpart command, 668–670

dism command, 672–673

Display control panel (Windows), 589–591

Display Settings (Settings app), 588

displaying

drive contents

current drives, 652–653

different drives, 651–652

IPv4 addresses, 272–273

IPv6 addresses, 272–273

MAC addresses, 272–273

DisplayPorts, 35, 124–125

displays (screens). See also monitors

screens (displays)

Android devices

calibration, 743

orientation, 741–742

iOS devices

GPS, 746

screen calibration, 744

screen orientation, 742

laptops, 341, 390

backlights, 343

cutoff switches, 343

detachable screens, 342

inverters, 343

LCD displays, 341, 344

LED displays, 341

OLED displays, 341

replacing, 357

touchscreens, 342

locks, 755–758, 854, 861

size, 136

standards, 138

touchscreens, 43–44, 342, 734

troubleshooting, 177, 183–184

disposal of equipment/supplies, 155–156, 157

aerosol cans, 156

batteries, 156

cell phones, 157

chemical solvents, 156

developers (printers), 156

inkjet cartridges, 156

monitors, 156

SDS, 157

tablets, 157

toner cartridges, 156

DLP (Data Loss Prevention), 842

DLP (Digital Light Processing) projectors, 51

DMZ (Demilitarized Zones), 300–301, 870, 896

DNA (Digital Network Architecture) Center, 242

DNS (Domain Name System) protocol, 214

poisoning attacks, 826

servers, 225–227

troubleshooting, 318

docking stations, laptops, 341

documents

ADF, 42

change control worksheets, 929

customer information, documenting in work orders, 905

disaster prevention/recovery plans, 933–934

legal considerations, IT professionalism, 942–943

liability release forms, 168

operational procedures, 925, 928

IT department documentation, 926–927

overview of, 925–926

regulatory compliance requirements, 927–928

.PDF format, 437

reference tools (troubleshooting)

Internet reference tools, 185

personal reference tools, 185

responses (troubleshooting process), documenting, 170

SDS, 157

troubleshooting process, 176

laptops, 395

Linux, 797–798

MacOS, 797–798

mobile devices, 395, 797–798

network errors, 313

printers, 463–464

security, 904

Windows, 710

.XPS format, 438

.docx files, 565

domains, Windows networking, 680–681

DoS (Denial of Service) attacks, 826

DoS Trojans, 818

dot pitch, 137

double parity (RAID), 118

double-sided memory modules, 24

do-while loops, 956–957

downloading

BIOS, 106

mirrors, 823

downtime, preventing, 932

dpi (Dots Per Inch), 410

DRAM (Dynamic RAM), 21, 24–25

<Drive>: command, 651–652

drives

bays, installing, 71–73

Disk Management

drive status, 633–634

mounting disks, 634–635

displaying contents

current drives, 652–653

different drives, 651–652

drive activity LED, 86, 88

enclosures, RAID, 118

flash drives, 353

HDD

data destruction, 848–849

installing, 71–73

recycling, 848–849

selecting, 69–70

installing, 69

mapping, 680, 683

optical drives, 359

installing, 73–74

selecting, 70–71

replacing, 359

SATA drives, 338–339

SSD, 339

DRM (Digital Rights Management), 940

DSL (Digital Subscriber Line) Internet connections, 204

dual monitors, using, 138–139

dual voltage power supplies, 109

dumpster diving, 833

duplex multimode LC (Lucent Connectors), 261

duplexing assemblies

inkjet printers, 422

laser printers, 427

dust, preventive maintenance, 165

DVD (Digital Versatile Discs), 33, 71

DVD+/−R, optical drives, 34

DVD+/−RW, optical drives, 34

DVD-RAM (DVD-Random Access Memory), optical drives, 34

DVD-ROM (DVD-Read Only Memory), optical drives, 34, 71

DVD-RW, optical drives, selecting, 71

DVI (Digital Visual Interface) connectors, 34–35

DVI ports, 123–124

DxDiag (DirectX Diagnostic) tool, 630–631

dynamic addressing, 277–278

dynamic disks, partitioning hard drives, 512

dynamic locks, 851

E

Ease of Access control panel (Windows), 574

Edge (Microsoft)

pop-up blockers, 879–880

SmartScreen Filter, 880–881

EEC (Error-Correcting Code) memory, 25

EEPROM (Electrically Erasable PROM), 20–21

effected systems (malware), remediating, 823–825

EFS (Encrypting File Systems), 539, 844

EIDE, storage devices, 30

electrical power, 107. See also batteries; power supplies

ESD, 5–6

fluctuations, 110, 111

Ohm’s law, 108, 109

power fluctuations, 110, 111

power protection devices, 110–111

safety, 5–6

voltage, 107–108

capacitors, 109

dual voltage power supplies, 109

Ohm’s law, 108, 109

power fluctuations, 110, 111

power protection devices, 110–111

power supplies, 108–109

wattage, 107–108

electromagnetic degaussing devices, 847

electronic locks, 837

email

accounts

Android configuration, 381–382

Internet email, 382–383

iOS configuration, 382

required information, 380–381

client and server role (network services), 224

clients, 378–379

cloud-based email, 483

IMAP, 379

mail servers, 229–230

management protocols, 214

MAPI, 380

MIME, 379

netiquette, IT professionalism, 921–922

POP3, 379

servers, 378–379

SMTP, 380

SSL, 380

embedded systems, 242–243

employee access (user accounts), terminating, 860

encryption, 887

asymmetric encryption, 888–889

authentication, 891

BIOS, 105

BitLocker, 611–612, 844–847

BitLocker to Go, 844–847

EFS, 539, 844

files/folders, 844–847

hash encoding, 887

SSID encryption, 890–891

symmetric encryption, 888

UEFI, 105

Wi-Fi configuration, 889–890

end devices (hosts), 222–223

endpoint management servers, 241–242

enterprise licenses, 939

Enterprise x64 Upgrade Task Sequence Editor, 523

environmental concerns

disposal of equipment/supplies, 156

preventive maintenance, 166–167

environmental variables, 953

environment/power controls, disaster prevention/recovery, 933

ePHI (electronic Protected Health Information), 936–937

EPROM (Erasable PROM), 20

EPS12V power supplies, 9

equipment/supplies, disposal of, 155–156, 157

aerosol cans, 156

batteries, 156

cell phones, 157

chemical solvents, 156

developers (printers), 156

inkjet cartridges, 156

monitors, 156

SDS, 157

tablets, 157

toner cartridges, 156

Erase Data feature (iOS devices), 757

erasing data, 847–848

e-readers, 333, 368

ergonomic keyboards/mouse, 144

error messages, troubleshooting, 187

errors (memory), troubleshooting, 25

eSATA

adapter cards, 26, 130

cables, 129

ESD (Electrical Static Discharge), 5–6

Ethernet

Ethernet over Power, 244–245

PoE, switches, 244

printer connections, 416

ethical considerations, IT professionalism, 934–935

PCI information, 936, 937

PHI, 936–937

PII, 935–936, 937

etiquette (conversation), 169

EULA (End User Licensing Agreements), 938–939

Event Viewer (Windows), 170–171, 616–617

evidence bags, 943

exFAT (FAT64), 513

expansion cards. See also adapter cards

ExpressCard/34, 351, 352

ExpressCard/54, 352

laptops, 351–352

SSD, 31

expansion modules, laptops, 351–356

expansion slots, 25, 27, 28

adapter cards, 76–77

AGP expansion slots, 28

laptops, 351

mini-PCI expansion slots, 27

motherboards, 13

PCI expansion slots, 27–28, 66

PCIe expansion slots, 28, 66

PCI-X expansion slots, 27

riser cards, 28

exporting, Local Security Policy (Windows), 858–859

ExpressCard/34, 351, 352

ExpressCard/54, 352

extended partitions, 512

extenders (repeaters), 233–234

external devices

storage devices, selecting, 83–84

troubleshooting, 186

external SCSI cables, 134

F

F7 key, Windows commands, 649

facial recognition scanners, 48

failed logins

mobile devices, 756–757

user accounts, 861

fans (case), 63–64, 114, 115, 165

FAT32 (File Allocation Table 32), 513

FAT64 (exFAT), 513

feeders

3D printers, 440

inkjet printers, 421–422

FHD (Full High Definition) standard, 138

fiber-optic cables, 205, 256–257

MMF cables, 258–259, 261

SMF cables, 258

structure of, 257–258

fiber-optic connectors, 259–260, 261

LC, 260–261

SC, 260

ST connectors, 260

filaments, 3D printers, 439–440

file and client server role (network services), 223

File Explorer (Windows), 556–557, 566

directory structures, 560–563

files

attributes, 565–566

extensions, 564–565

folders

nested folders, 560–561

Program Files folder, 563

System folder, 562–563

User folder, 562

libraries, 560

Options control panel, 612–614

Run as Administrator, 559

This PC feature, 558

file servers, 227–228

File System (Windows)

CLI commands, 650

syntax, 650–651

wildcard characters, 650–651

disk CLI commands, 658–659, 670

chkdsk command, 666–668

diskpart command, 668–670

format command, 668

file commands, 658–659, 666

copy command, 662–663

del command, 661

more command, 660–661

move command, 665–666

robocopy command, 664–665

type command, 659–660

xcopy command, 663–664

folder commands, 654

md command, 654–656

move command, 656–657

ren command, 657–658

Group Policy commands

gpresult command, 676–677

gpupdate command, 675–676

navigation commands, 651

cd command, 653–654

dir command, 652–653

<Drive>: command, 651–652

net use command, 677–678

net user command, 678–679

task and system CLI commands, 670

dism command, 672–673

sfc command, 673–674

shutdown command, 674–675

taskkill command, 671–672

tasklist command, 670–671

Windows Run utility, 679–680

file systems

APFS, 768

EFS, 844

HFS Plus, 768

Linux, 766, 768

MacOS, 768, 769–770

Unix, 768

files

cloud-based storage, 483–484

data security, 842–843

dd command, 793

directing output to files, 658–659

encryption, 844–847

File System commands, 658–659, 666

copy command, 662–663

del command, 661

more command, 660–661

move command, 665–666

robocopy command, 664–665

type command, 659–660

xcopy command, 663–664

Linux commands, 783

managing, OS and, 497–498

network file sharing, 683–684, 688

administrative shares, 684

local resources, 685–686

printers, 686–687

permissions, 842–843

storage (cloud-based), 483–484

transport/management protocols, 215

Unix permissions, 784–786

Windows file extensions, 564–565

filesystems (OS)

CDFS, 513

FAT32, 513

FAT64 (exFAT), 513

NFS, 513

NTFS, 513

filtering

ActiveX Filtering, 881–882

application layer filtering, 895

MAC addresses, 303–306

packets, 895

SmartScreen Filter, 880–881

Find My iPhone application, 760

fingerprint scanners, 48–49, 852

fire safety, PC assembly, 61–62

firewalls, 238–239, 299, 869

application layer filtering, 895

ASA firewalls, 829

configuring, 307, 895

DMZ, 870, 896

hardware firewalls, 894

internal OS firewalls, 239

network access, 869

next-generation firewalls. See UTM

NoRoot Firewalls, 764

packet filtering, 895

Packet Tracer, 307

private networks, 872

proxy servers, 895

software firewalls, 871, 872, 894–895

SPI, 894, 895

Windows Defender Firewall, 239, 871, 872

configuring, 876

enabling/disabling, 873–874

exceptions, 874–875

opening, 871

Windows Defender Firewall with Advanced Security, 875–876

FireWire, printer connections, 415–416

firmware, 893

BIOS firmware

troubleshooting, 186

updates, 105–106, 107

Linux updates, 781

MacOS updates, 781

motherboard updates, 105–106

UEFI updates, 105–106, 107

viruses, 817

wireless security, 893

first response, legal considerations, 942

fitness trackers, 334, 365

flash card readers, 353

flash cards, 353

flash drives, 353

flash memory, 352–353

flashing the BIOS, 106–107

flatbed scanners, 42

floppy disk drives, 30

fluorescent backlights, laptops, 343

focus (customer), maintaining during calls, 922–925

Folder Options control panel (Windows), 612–614

folders

data security, 842–843

encryption, 844–847

File Explorer (Windows), nested folders, 560–561

File System (Windows), commands, 654

md command, 654–656

move command, 656–657

ren command, 657–658

managing, OS and, 497–498

permissions, 842–843

for loops, 955–956

forensics (computer), 940–941

form factors

motherboards, 15–16

power supplies, 9

SSD, 31–32

format command, 668

formatting hard drives, 513, 514

forwarding (port), 302–303, 871, 896–899

frames (laptops), replacing, 360

front panel cables, installing, 85, 87, 88

front panel connectors, installing, 87–88

front-side buses, 68

CPU, 112

troubleshooting, 187

FTP (File Transfer Protocol), 215

file servers, 227–228

FTP Trojans, 818

FTPS, 227

SCP, 228

SFTP, 228

troubleshooting, 316–317

FTPS (File Transfer Protocol Secure), 227

full formatting hard drives, 514

full-size towers, PC, 7

Function keys (laptops), 340

functionality (troubleshooting process), verifying, 175

laptops, 394

Linux, 797

MacOS, 797

mobile devices, 394, 797

network errors, CH06.01020–312

printers, 463

security, 903

Windows, 710

fuser assemblies, laser printers, 425

G

gadgets, Windows Desktop, 542–543

games

controllers (Bluetooth), 376

gamepads, 43

gaming PC, 151

audio cards, 152

cooling systems, 153

storage, 152–153

video cards, 151–152

joysticks, 43

Playstation 4, MAC addresses, 304

ports, 39, 121

GDDR SDRAM, 22

General tab

Network and Internet control panel, 580

System Configuration tool, 625

GNOME Keyring, 781–782

gnome-Terminal, 774

Google Now, 753–754

gpresult command, 676–677

GPS (Global Positioning Systems), 367

Android devices, 745–746

iOS devices, 746

receivers, 367

GPT (GUID Partition Tables), 511

gpupdate command, 675–676

GPU (Graphics Processing Units), 114, 116

graphics

cards, 75, 77, 115–116

cooling systems, 115–116

monitor display standards, 138

pixels, 137, 137

ports

DisplayPorts, 124–125

DVI ports, 123–124

HDMI ports, 124

VGA ports, 123

video cards

audio/video editing workstations, 148

CAx workstations, 146

group accounts

Active Directory, 867–868

administrator accounts, 865

assigning users to, 864

configuring, 862, 868

creating, 866–867

guest accounts, 865

Local Users and Groups Manager tool, 862

Local Users and Groups (Windows), 618–619

properties of, 865–866

user groups, 865

Group Policy commands

gpresult command, 676–677

gpupdate command, 675–676

guest accounts, 860, 863, 865

guest OS (client-side virtualization), 479

GUI (Graphical User Interfaces), 498

Android devices, 730–731

Internet connectivity, verifying, 693–694

iOS devices, 757–758

Linux, 483, 770–771

MacOS, 771–773

H

hard drives. See HDD

hardware. See also peripherals

access, OS and, 497

firewalls, 894

print servers, 452–453

requirements, OS and, 501–502

security, 840–841

troubleshooting, 186–187

upgrading, 145

Hardware and Sound control panel (Windows), 573

Device Manager, 600–601, 603

Devices and Printers, 601–603

Sound, 603

hash encoding, 887

HD (High Definition) standard, 138

HD-15 connectors. See VGA connectors

HDD (Hard Disk Drives), 30

caching, 449

cloning disks, 517–518

data destruction, 848–849

dd command, 793

drive bays, installing HDD, 71–73

installing, 71–73, 143–144

maintenance, 639

multibooting, 514

partitioning, 510, 513, 515

active partitions, 511–512

basic disks, 511

dd command, 793

dynamic disks, 512

extended partitions, 512

filesystems, 513

formatting, 513, 514

GPT, 511

logical drives, 512

MBR, 511

multiple partitions, 514

primary partitions, 511

recovery partitions, 522

persistent data, 941

recycling, 848–849

selecting, 69–70

HDMI (High Definition Multimedia Interface) cables, 36

HDMI ports, 124

headphones, 53, 375

headsets

AR headsets, 51–52, 366

VR headsets, 49, 51, 366

heat sinks, CPU, 114–115, 165

help

help command, 646–647

ping command, 695

displaying options, 285

testing connectivity, 286

troubleshooting, 314, 318

verifying network connectivity, 280

HEPA (High-Efficiency Particulate Air) filtration, 457

“Hey Siri”, 754

HFS Plus (Hierarchical File System Plus), 768

hiding IP addresses, 231

holding calls, IT professionalism, 920–921

Home button (iOS devices), 738

home networks (typical), 280–281

home screen, Android devices, 734–736, 737

home wired networks, 288–289

HomeGroups (Windows), 586–587, 681–682

horizontal cases, PC, 7

host computers, 479

host device icons, 197

host OS (client-side virtualization), 479

hosts (end devices), 222–223

hotend nozzles, 3D printers, 440–441

hotspots, 348–349, 373–374

mobile devices, 364

mobile hotspots, 207

personal hotspots, 207, 373–374

HTTP (HyperText Transfer Protocol), 214, 228–229

HTTPS (HTTP Secure), 214, 228

hubs, 233, 234–235

hybrid clouds, 486

Hyper-Threading, 112

HyperTransport, 112

hypervisors, 476

bare-metal hypervisors. See Type 1 (native) hypervisors

implementation examples, 480–481

Type 1 (native) hypervisors, 480

Type 2 (hosted) hypervisors, 480

I

IaaS (Infrastructure as a Service), 484–485

iCloud, 759

ICMP (Internet Control Message Protocol), 285

ping command

displaying options, 285

testing connectivity, 286

troubleshooting, 318

icons

Android devices

navigation icons, 735–736

notification icons, 736

organizing, 734–735

networks, 196

host device icons, 197

intermediary device icons, 197–198

network media icons, 198

IDE (Integrated Drive Electronics)

cables, 40, 134, 135

connectors, 134

motherboards, 13

storage devices, 30

identifying the problem (troubleshooting process), 169–170, 173

beep codes, 170

BIOS, 170

conversation etiquette, 169

Device Manager, 171–172

diagnostic tools, 173

documenting responses, 170

Event Viewer, 170–171

laptops, 391–392

Linux, 795

MacOS, 795

mobile devices, 392, 794–795

network errors, 310–311

open-ended/closed-ended questions, 170

POST, 170

printers, 461

security, 901

Task Manager, 172

Windows, 707–708

identity

management protocols, 214

theft

impersonation attacks, 833

IT professionalism, 935–936, 937

PII, 935–936, 937

idle timeouts, 861

IDS (Intrusion Detection Systems), 239

IEEE (Institute of Electrical and Electronic Engineers)

802.11i protocol, 891

WLAN protocols, 217–218

ifconfig command, Linux, 788–789

if-then statements, 954

image, printing to, 438

imaging drums, laser printers, 424

IMAP (Internet Message Access Protocol), 214, 379

IMEI (International Mobile Equipment Identity) numbers, 369

impact printers, 435–436, 459–460

impersonation attacks, 833

IMSI (International Mobile Subscriber Identity) numbers, 369

inexperienced customers, IT professionalism, 925

inkjet printers, 417–418

carriages/belts, 423

duplexing assemblies, 422

feeders, 421–422

ink cartridges, 156, 418–419

paper, 418–419

preventive maintenance, 456

print heads, 420–421

rollers, 421

in-place upgrades, 523

InPrivate Browsing, 877–879

input devices, 42, 50

ADF, 42

barcode scanners, 45

digital cameras, 46

facial recognition scanners, 48

flatbed scanners, 42

gamepads, 43

joysticks, 43

keyboards, 42, 48–49

KVM switches, 43

magnetic stripe readers, 45

microphones, 47

mouse, 42

NFC devices/terminals, 48

signature pads, 46–47

smart card readers, 47

stylus, 44

touchscreens, 43–44

voice recognition scanners, 49

VR headsets, 49, 51

webcams, 46

installing

adapter cards, 74–75, 80–81

applications, Windows installations/configurations, 639–644

cables

data cables, 84, 85

front panel cables, 85, 87, 88

power cables, 84–85

CPU, 65, 142–143

front panel connectors, 87–88

HDD, 71–73, 143–144

internal drives, 69

motherboards

PC, 65, 66, 69

USB motherboard connectors, 87

NIC, 282–283

optical drives, 73–74

OS

account creation, 515–516

clean installations, 524

cloning disks, 517–518

recovery partitions, 522

remote network installations, 519–520

unattended network installations, 520–521

power supplies, PC, 62, 65

printers, 442–444

RAM, 65

storage devices, 143–144

system panel connectors, 86–87

third-party software, Windows installations, 107

uninstalling programs, Windows, 608, 642–643

USB motherboard connectors, 87

VM, Linux installations, 483

Windows, 107

Windows 7, 515, 516–517

account creation, 515–516

cloning disks, 517–518

custom installations, 517

Windows 8, 515, 516–517

account creation, 515–516

cloning disks, 517–518

custom installations, 517

Windows 8.1, 515, 516–517

account creation, 515–516

cloning disks, 517–518

custom installations, 517

Windows 10, 515, 516–517

account creation, 515–516

cloning disks, 517–518

custom installations, 517

integrated routers, 237, 238–239

Intel sockets, supported processors, 67

interlaced monitors, 137

intermediary device icons, 197–198

internal components (PC), troubleshooting, 177, 178–180

internal drives, 69

HDD

installing, 71–73

selecting, 69–70

optical drives

installing, 73–74

selecting, 70–71

internal optical drives, 32–34

internal OS firewalls, 239

internal SCSI cables, 134–135

Internet

connectivity, 203, 207

analog (dialup) connections, 203

broadband connections, 203–204

cable connections, 204, 205

cellular connections, 206–207

DSL connections, 204

ISDN, 203

line of sight wireless Internet, 205

satellite Internet connections, 206

troubleshooting secure connections, 316–317

verifying with Windows GUI, 693–694

email, 382–383

Network and Internet control panel (Windows), 572, 579

reference tools (troubleshooting), 185

Internet Explorer, 588

Internet of Things. See IoT

inverters, laptops, 343

I/O cards, 75–76, 79

I/O ports, 38, 390

iOS devices, 729–730, 731–732, 739–740. See also iPhone; MacOS; mobile devices

airplane mode, 371–372

applications (apps), 732–733, 734

backups, 385–387

cellular data toggles, 372–373

email configuration, 382

Erase Data feature, 757

Find My iPhone application, 760

GPS, 746

GUI, 757–758

Home button, 738

home screen, 737

iCloud, 759

Location Services, 746

NFC payments, 749

Notification Center, 738–739

personal hotspot toggles, 373–374

screen calibration, 744

Siri, 738, 754

synchronizing, 385, 387–388

updating, 766

VPN, 751–752

Wi-Fi calling, 747, 748

IoT (Internet of Things), 307–308

device configuration, 308–309

Packet Tracer, 308–309

IP addresses, hiding, 231

ipconfig command, 280, 694–695

ipconfig/all command, 272–273, 303

ipconfig/release command, 318

ipconfig/renew command, 318

iPhone. See also iOS devices; MacOS; mobile devices; smartphones

Bluetooth, 218

Find My iPhone application, 760

IPv4 addresses, 284

MAC addresses, 303–304

IPS (Intrusion Prevention Systems), 239, 240, 829

IPv4 (Internet Protocol version 4) addresses, 269, 270, 280

configuring, 283–284

displaying, 272–273

dynamic addressing, 277–278

format of, 271, 273–274

iPhone, 284

link-local addressing, 278, 279

NAT, 297–298

NAT for IPv4, 297–298

network configuration, 292–293

properties of, 273

static addressing, 276, 318

subnet masks, 274

troubleshooting, 314

whitelisting/blacklisting, 306, 871

wired network connections, 690–691

IPv6 (Internet Protocol version 6) addresses, 269, 270, 280

compressing, 274–275

displaying, 272–273

dynamic addressing, 277–278

format of, 271, 274–275

link-local addressing, 279–280

omitting 0s, 274–275

static addressing, 276–277, 318

whitelisting/blacklisting, 306, 871

wired network connections, 692

IR (Infrared) connections, 364

ISDN (Integrated Services Digital Networks), 203

IT professionalism

call centers, 944–945, 948

illustration of, 945

level one technicians, 946–947

level two call center technicians, 947

prioritizing calls, 945–946

support software, 946

work orders, 947

change management, 928–934

communication skills, troubleshooting and, 915–917

customer service

active listening, 918–919

angry customers, 924

focus, maintaining during calls, 922–925

guidelines, 916

holding calls, 920–921

inexperienced customers, 925

Know, Relate, and Understand rule, 918

knowledgeable customers, 924

netiquette, 921–922

open-ended/closed-ended questions, 919

professional behavior, 919–920

rude customers, 923–924

talkative customers, 923

transferring calls, 921

disaster prevention/recovery, 931–934

ethical considerations, 934–935

PCI information, 936, 937

PHI, 936–937

PII, 935–936, 937

legal considerations, 937–938, 940, 944

chain of custody, 943

computer forensics, 940–941

cyber law, 942

documentation, 942–943

evidence bags, 943

first response, 942

licensing, 938–940

operational procedures/documentation, 925, 928

IT department documentation, 926–927

overview of, 925–926

regulatory compliance requirements, 927–928

scripting

basic commands, 951–952

conditional statements, 953–957

examples of, 949–950

languages, 950–951

variables, 952–953

ITaaS (IT as a Service), 485

iTunes, synchronizing data, 387–388

ITX, motherboards, 15, 16

iwconfig command, Linux, 789

J

jacks

audio jacks, 86

DC jacks, 358

jailbreaking mobile devices, 764–765

JavaScript, 950, 951

joysticks, 43

.jpg files, 565

K

keyboards, 42

Bluetooth keyboards, 376

ergonomic keyboards, 144

Function keys (laptops), 340, 649

keylogger Trojans, 818

KVM switches, 43

laptops, 357, 390

replacing, 357

maintenance, 166

upgrading, 144

Windows commands

F7 key, 649

up-arrow key, 648–649

Keychain (MacOS), 782

keyed connectors

Berg keyed connectors, 10

Molex keyed connectors, 10

SATA keyed connectors, 10

keylogger Trojans, 818

kill command, Linux, 788

Know, Relate, and Understand rule (customer service), 918

knowledgeable customers, IT professionalism, 924

KVM (Keyboard, Video, Mouse) switches, 43

L

L1 cache memory, 25

L2 cache memory, 25

L3 cache memory, 25

languages, Clock and Region control panel (Windows), 606–608

LAN (Local Area Networks), 199

addressing (network), 271

bridges, 235

hubs, 235

switches, 235–236

VLAN, 200

WLAN, 200, 293

802.11a protocol, 217–218

802.11ac protocol, 217, 218

802.11b protocol, 217, 218

802.11g protocol, 217, 218

802.11n protocol, 218

viewing default settings, 293

laptops, 328–329, 330–331, 335, 336, 337, 339, 350, 400. See also mobile devices; PC

addressing (network), displaying addresses, 272–273

batteries, replacing, 357–358

Bluetooth connections, 348

cellular WAN connections, 348

configuring

power settings, 344–346

wireless settings, 346–350

cooling systems, 390

CPU, 337–338, 360

DC jacks, replacing, 358

displays, 341, 390

backlights, 343

cutoff switches, 343

detachable screens, 342

inverters, 343

LCD displays, 336, 344

LED displays, 341

OLED displays, 341

touchscreens, 342

docking stations, 341

drives, replacing, 359

expansion cards, 351–352

expansion modules, 351–356

expansion slots, 351

fingerprint scanners, 852

flash memory, 352–353

frames, replacing, 360

Function keys, 340

hotspots, 348–349

I/O ports, 390

keyboards, 357, 390

MAC addresses, 303

microphones, 344

motherboards, 336, 360

PCIe cards, 348–350

port replicators, 341

power supplies, 346

ACPI power states, 345

BIOS, ACPI management, 345–346

preventive maintenance, 388–390

RAM, 337–338, 355

replacing components, 356–360

SATA drives, 338–339

screens, replacing, 357

shutting, 343

smart card readers, 353–354

SODIMM memory, 354–355, 356

speakers, replacing, 360

SSD, 339

tethering, 348

touchpads, 390

troubleshooting, 391

common problems, 395–398

documenting solutions, 395

identifying the problem, 391–392

plan of action, 393–394

preventive measures, 394

theory of probable cause, 392, 393

verifying functionality, 394

webcams, 344

Wi-Fi antenna connectors, 344

wireless cards, replacing, 360

laser printers, 423–424, 427

duplexing assemblies, 427

fuser assemblies, 425

imaging drums, 424

paper, 424–425

pickup rollers, 426

preventive maintenance, 456–457

printing process, 427–434

toner cartridges, 424–425

transfer rollers, 425–426

Last Known Good Configuration, 526

LC (Lucent Connectors), 260–261

LCD (Liquid Crystal Display) displays, 50–51, 341

LDAP (Lightweight Directory Access Protocol), 214

LED (Light-Emitting Diodes)

backlights, 343

displays, 50–51, 341