Introduction

Part I: Core 1

Chapter 1

Mobile Devices
“Do I Know This Already?” Quiz 3
Foundation Topics 6
Installing and Configuring Laptop Hardware and Components 6

Laptop Access 6
Keyboard 9
Hard Drive Storage 11
HDD/SSD Migration 14
Memory 14
Mini PCIe 17
Wireless Card 18
USB Travel Routers and Wireless WAN Cards 20
Battery 20
Physical Privacy and Security Components 22

Display Components of Mobile Devices 23

Display Components 23
Screens 23
Wi-Fi Antenna Connector/Placement 25
Webcam 25
Microphone 26
Inverter 26
Touchscreen/Digitizer 26

Setting Up and Configuring Accessories and Ports of Mobile Devices 27

Connection Methods: Wired 27
Connection Types: Wireless 29
Accessories 30
Docking Station 31
Port Replicator 33

Configuring Basic Mobile Device Network Connectivity and Application Support 33

Wireless/Cellular Data Network Connectivity for Mobile Devices 33
Bluetooth 40
GPS and Cellular Location Services 44
Mobile Device Management (MDM) 45
Mobile Application Management (MAM) 45
Mobile Device Synchronization 45

Exam Preparation Tasks 48

Chapter 2

Networking 55
“Do I Know This Already?” Quiz 55
Foundation Topics 60
TCP and UDP Ports, Protocols, and Their Purposes 60

FTP 61
SSH 62
Telnet 62
SMTP 63
DNS 63
DHCP 63
HTTP/HTTPS 64
POP3 64
NetBIOS/NetBT 64
IMAP 65
SNMP 65
LDAP 65
SMB/CIFS 65
RDP 66
TCP vs. UDP 66

Networking Hardware 67

Router 67
Switch 68
Wireless Access Point 69
Patch Panel 70
Firewall 70
Power over Ethernet 70
Hub 71
Modems: Cable and DSL 71
Optical Network Terminal (ONT) 72
Network Interface Card 72
Software-Defined Networking 72

Compare and Contrast Wireless Networking Protocols 73

Frequencies 73
Channels 75
Bluetooth 76
Wi-Fi Standards 78
Long-Range Fixed Wireless 80
NFC 81
RFID 81

Services Provided by Networked Hosts 82

DNS Server 82
DHCP Server 82
File Server 82
Print Server 83
Mail Server 83
Syslog Server 83
Web Server 83
Authentication, Authorization, and Accounting (AAA) Server 84
Internet Appliances 84
Legacy and Embedded Systems 86
Internet of Things (IoT) Devices 87

Install and Configure a Basic Wired/Wireless SOHO Network 89

IP Addressing 89
IP Addressing 99
NIC Configuration 100
End-User Device Configuration 101
Cable/DSL Modem 101

Network Configuration Concepts 101

DNS 101
DHCP 102
VLAN 103
VPN 103
Internet Connection Types, Network Types, and Their Features 104
Internet Connection Types 104
Network Types 112

Using Networking Tools 114

Cutting Tool 114
Cable Stripper 115
Crimper 115
Punchdown Tool 116
Multimeter 116
Toner Probe 117
Cable Tester 118
Loopback Plug 119
Wi-Fi Analyzer 119
Network Tap 120

Exam Preparation Tasks 121

Chapter 3

Hardware 131
“Do I Know This Already?” Quiz 131
Foundation Topics 136
Basic Cable Types 136

Network Cables 136
Video Cables 145
Peripheral Cables 150
Peripheral Cables: Serial 160
Hard Drive Cables 161
Adapters 163
Connector Types 165

Installing RAM Types 166

Virtual RAM 168
SODIMM Memory 169
DDR3 SDRAM 170
DDR4 SDRAM 170
DDR5 SDRAM: The Current Standard 170
Single Channel 172
Dual Channel 172
Triple Channel 173
Quad Channel 173
Parity vs. Nonparity 173
Installing Memory 175

Installing Storage Devices 178

Optical Drives 179
Hard Drives 182
Magnetic Hard Disk Drives 188
Hybrid Drives 190
Flash Drives/Memory Cards 190
Storage Device Configurations 194

Installing Motherboards, CPUs, and Add-on Cards 201

Motherboard Form Factors 201
Motherboard Connector Types 205
Motherboard Compatibility 210
Basic Input/Output System (BIOS)/Unified Extensible Firmware Interface (UEFI) Settings 218
Encryption 235
CPU Architecture 237
CPU Cores: Single Core and Multicore 238
Multithreading 239
Virtualization Support 240
CPU Speeds 240
Expansion Cards 241
Cooling Mechanisms 255

Power Supplies 259

Power Supply Ratings 261
Input 115V vs. 220V Multivoltage Power Supplies 263
20-Pin-to-24-Pin Motherboard Adapter 265
Output 3.3V vs. 5V vs. 12V 267
Redundant Power Supply 268
Modular Power Supply 269

Multifunction Devices/Printers and Settings 271

Unboxing a Device/Setup Location Considerations 272
Appropriate Drivers for the Office Environment 272
Configuration Settings 272
Public/Shared Devices 273
Using Public and Shared Devices 277
Network Scan Services 279

Print Technologies 280

Laser Printers 280
Inkjet Printers 288
Thermal Printers 295
Impact Printers 298
3D Printers 302

Exam Preparation Tasks 305

Chapter 4

Virtualization and Cloud Computing 323
“Do I Know This Already?” Quiz 324
Foundation Topics 327
Common Cloud Models 327

IaaS 327
SaaS 327
PaaS 329
Public vs. Private vs. Hybrid vs. Community 329
Cloud Characteristics 330
Desktop Virtualization 333

Client-Side Virtualization Overview 334

Host/Guest Virtualization 335
Purpose of Virtual Machines 336
Resource Requirements 338
Security Requirements 339

Exam Preparation Tasks 341

Chapter 5

Hardware and Network Troubleshooting 347
“Do I Know This Already?” Quiz 347
Foundation Topics 353
Troubleshooting Methodology 353
Troubleshooting Motherboard, RAM, CPU, and Power Issues 355

POST Code Beeps 355
Proprietary Crash Screens (BSOD/Pinwheel) 357
Black Screen 361
No Power 364
Overheating 364
No Power 370
Sluggish Performance 371
Overheating 372
Burning Smells 372
Intermittent Shutdown 375
Application Crashes 376
Grinding Noise 378
Capacitor Swelling 378
Inaccurate System Date/Time 379

Troubleshooting Storage Drives and RAID Arrays 381

Light-Emitting Diode (LED) Status Indicators 381
Read/Write Failure 382
Slow Performance 382
Grinding and Clicking Noises 384
Failure to Boot 385
Bootable Device Not Found 385
Data Loss/Corruption 387
RAID Failure 388
S.M.A.R.T. Failure 388
Extended Read/Write Times 389
Input/Output Operations per Second (IOPS) 390
Missing Drives in OS 390

Troubleshooting Video, Projector, and Display Issues 392

Incorrect Data Source 392
Physical Cabling Issues 393
Burned-Out Bulb 393
Intermittent Projector Shutdown 394
Dead Pixels 394
Incorrect Color Display 395
Dim Image 395
Flashing Screen 396
Fuzzy or Distorted Image 396
Display Burn-in 397
Audio Issues 398

Mobile Device Troubleshooting 398

Poor Battery Health and Improper Charging 399
Swollen Battery 400
Broken Screen 400
Poor/No Connectivity 401
Liquid Damage 401
Overheating 402
Digitizer Issues 403
Nonresponsive Touchscreen 403
Physically Damaged Ports 403
Malware 404
Cursor Drift/Touch Calibration 404

Printer Troubleshooting 404

Lines Down the Printed Pages 405
Faded Prints 406
Double/Echo Images on the Print 407
Toner Not Fusing to the Paper 407
Incorrect Paper Size 407
Paper Not Feeding 408
Paper Jams 408
Multipage Misfeed 409
Garbled Print 409
Vertical Lines on Page 410
Multiple Prints Pending in a Queue 410
Speckling on Printed Pages 411
Incorrect Chroma Display 412
Grinding Noise 413
Finishing Issues 414
Incorrect Page Orientation 414
Print Logs 415

Network Troubleshooting 417

No Connectivity 417
External Interference and Intermittent Wireless Connectivity 417
Slow Network Speeds 418
Limited Connectivity 418
Latency and Jitter 419
Poor Voice over Internet Protocol (VoIP) Quality 420
Port Flapping 420

Exam Preparation Tasks 421

Part II: Core 2

Chapter 6

Operating Systems 431
“Do I Know This Already?” Quiz 431
Foundation Topics 435
Basic Features of Microsoft Windows Editions 435

Windows 10 Editions 435
Feature Differences 436

Microsoft Command-Line Tools 438

Starting a Command Prompt Session with Windows PowerShell 438
Commands Available with Standard Privileges vs. Administrative Privileges 439
Windows Command-Line Commands 440

Microsoft Windows 10 Operating System (OS) Features and Tools 451

Task Manager 451
Microsoft Management Console (MMC) Snap-in 452
Additional Tools 463

Windows 10 Control Panel Utilities 471

Starting Control Panel 471
Internet Options 471
User Accounts 473
Device Manager 474
Indexing Options 474
Administrative Tools 474
File Explorer Options 474
Power Options 476
Ease of Access 479

Windows Settings 480

Time and Language 481
Update and Security 481
Personalization 481
Apps 482
Privacy 482
System 482
Devices 483
Network and Internet 483
Gaming 483
Accounts 484

Microsoft Windows Networking Features on a Client/Desktop 484

Workgroup vs. Domain Setup 484
Printer Sharing vs. Network Printer Mapping 489
Local OS Firewall Settings 489
Client Network Configuration 491
Establish Networking Connections 494
Proxy Settings 497
Public Network vs. Private Network 498
File Explorer Navigation: Network Paths 499
Metered Connections and Limitations 500

Installation and Configuration Concepts 500

System Requirements for Applications 501
OS Requirements for Applications 506
Distribution Methods 507
Other Considerations for New Applications 507

Understanding Common OS Types 508

Workstation OSs 509
Cellphone/Tablet Operating Systems 511
Various File System Types 514
Vendor Life-Cycle Limitations 517
Vendor-Specific Limitations/Compatibility Concerns Between OSs 518

OS Installations and Upgrades in a Diverse OS Environment 518

Boot Methods 518
Types of Installations 520
Partitioning Methods 527
Formatting 530
Upgrade Considerations 530

Common Features and Tools of the macOS/Desktop OS 534

Installation and Uninstallation of Applications 534
Apple ID and Corporate Restrictions 536
Best Practices 536
System Preferences 540
Features 542
Disk Utility 544
FileVault 545
Terminal 545
Force Quit 545

Common Features and Tools of the Linux Client/Desktop OS 546

Common Linux Commands 546
Best Practices 553
Tools 555

Exam Preparation Tasks 557

Chapter 7

Security 569
“Do I Know This Already?” Quiz 570
Foundation Topics 573
Security Measures 573

Physical Security 573
Physical Security for Staff 576
Privacy Screen 578
Logical Security Concepts 578
Mobile Device Management 580
Active Directory 581

Wireless Security Protocols and Authentication 582

Protocols and Encryption 582
Authentication 583

Malware Removal and Prevention 584

Malware 584
Tools and Methods 587

Social Engineering Threats and Vulnerabilities 590

Social Engineering 590
Threats 593
Vulnerabilities 596

Microsoft Windows OS Security Settings 597

Defender Antivirus 597
Firewall 597
Access Control 600

Security Best Practices to Secure a Workstation 608

Data-at-Rest Encryption 608
Password Best Practices 608
End-User Best Practices 611
Account Management 612
Changing Default Usernames and Passwords 612
Disabling Autorun/AutoPlay 612

Securing Mobile Devices 615

Screen Locks 615
Remote Wipes 617
Locator Applications 617
Remote Backup Applications 617
Failed Login Attempts Restrictions 618
Antivirus/Anti-malware 618
Patches and OS Updates 618
Biometric Authentication 619
Full-Device Encryption 619
Firewalls 619
Policies and Procedures 619

Data Destruction and Disposal 621

Physical Destruction Methods 621
Recycling or Repurposing Best Practices 622
Outsourcing Concepts 623

Configuring Security on SOHO Networks 623

Home Router Settings 623
Wireless-Specific Security 626
Firewall Settings 628
Port Forwarding/Mapping 629
Disabling Ports 630

Configuring Browser and Relevant Security Settings 630

Browser Download and Installation 630
Extensions and Plug-ins 632
Password Managers 633
Secure Connection/Sites—Valid Certificates 633
Settings 634

Exam Preparation Tasks 639

Chapter 8

Software Troubleshooting 647
“Do I Know This Already?” Quiz 647
Foundation Topics 650
Troubleshooting Common Windows OS Problems 650

Common Symptoms 650
Common Troubleshooting Steps 662

Troubleshooting Common PC Security Issues 664

Common Symptoms 664
Browser-Related Symptoms 666

Best Practice Procedures for Malware Removal 667
Troubleshoot Common Mobile OS and Application Issues 668
Troubleshoot Common Mobile OS and Application Security Issues 670

Security Concerns 670
Common Symptoms 672

Exam Preparation Tasks 675

Chapter 9

Operational Procedures 681
“Do I Know This Already?” Quiz 681
Foundation Topics 686
Best Practices and Documentation 686

Ticketing Systems 686
Asset Management 688
Types of Documents 689
Knowledge Base and Articles 692

Change Management 693

Documented Business Processes and Practices 693
Change Management 694
Change Board Approvals 696

Workstation Backup and Recovery Methods 697

Backup and Recovery 697
Backup Testing 698
Account Recovery Options 698
Backup Rotation Schemes 700

Explain Common Safety Procedures 704

Equipment Grounding/Proper Power Handling 705
Proper Component Handling and Storage 707
Compliance with Local Government Regulations 712
Personal Safety 713

Environmental Impacts and Appropriate Controls 715

Material Safety Data Sheet (MSDS) 715
Toxic Waste Handling/Disposal 717
Temperature and Humidity Level Awareness and Proper Ventilation 718
Power Surges, Under-voltage Events, and Power Failures 719

Addressing Prohibited Content/Activity and Privacy, Licensing, and Policy Concepts 721

Incident Response 722
Licensing/Digital Rights Management (DRM)/End-User License Agreement (EULA) 723
DRM 724
EULA 724
Understanding Open Source and Commercial Licenses 724
Personal vs. Enterprise Licenses 725
Valid Licenses and Non-expired Licenses 726
Regulated Data 726

Communication Techniques and Professionalism 727

Professional Appearance and Attire 727
Use Proper Language and Avoid Jargon, Acronyms, and Slang When Applicable 728
Maintain a Positive Attitude/Project Confidence 728
Actively Listen, Take Notes, and Avoid Interrupting the Customer 728
Be Culturally Sensitive 728
Be on Time 729
Avoid Distractions 729
Dealing with Difficult Customers or Situations 729
Set and Meet Expectations/Timeline and Communicate Status with the Customer 730
Dealing Appropriately with Customers' Confidential and Private Materials 730

Scripting Basics 730

Script File Types 731
Use Cases for Scripting 732
Other Scripting Considerations 733

Remote Access Technologies 734

Methods/Tools 734
RDP 735
VPN 735
Virtual Network Computing 736
SSH 736
Remote Monitoring and Management 736
Microsoft Remote Assistance 736
Third-Party Tools 736
Security Considerations of Each Access Method 738

Exam Preparation Tasks 739

Part III: Final preparation

Chapter 10

Final Preparation 747
Exam Information 748

Core 1 (220-1101) Exam Domains and Objectives 750
Core 2 (220-1102) Exam Domains and Objectives 750

Getting Ready 750
Tools for Final Preparation 751

Pearson Cert Practice Test Engine and Questions on the Website 752
Customizing Your Exams 753
Updating Your Exams 754
Memory Tables 755
Chapter-Ending Review Tools 756

Suggested Plan for Final Review/Study 756
Summary 756

Appendix A

Answers to the “Do I Know This Already?” Quizzes and Review Questions 757

Appendix B

CompTIA A+ Core 1 (220-1101) and Core 2 (220-1102) Cert GuideExam Updates 783

Glossary

Online only elements

Appendix C Memory Tables

Appendix D Memory Tables Answer Key

Appendix E Study Planner

Glossary

Products & Services

Get Support

Learn & Connect

Support

College Ready

Career Ready

Get Support

Learn & Connect

Support

Career & Technical Education

AP®, Honors & Electives

Support

Support

Shop For Your Courses

Sign in to a Digital Learning Platform

Get Support

Redeem an access code

Explore More

Support

Products & Services

Featured Products

Explore Solutions for your Discipline

Get Support

Explore More

Support

Subject Catalog

Support

Support

Support

Support

Products & Services

Get Support

Learn & Connect

Support

College Ready

Career Ready

Get Support

Learn & Connect

Support

Career & Technical Education

AP®, Honors & Electives

Support

CompTIA A+ Core 1 (220-1101) and Core 2 (220-1102) Cert Guide, 1st edition

Contact Pearson

Contact our team

Explore

Products & Services

Support

Insights

About Pearson